Quality monitoring

TOTE-M was commissioned by the largest drinking water supply company in the Netherlands to perform an analysis in preparation for the selection and implementation of a quality monitoring system.

During this analysis it was established that the coaching model and the coaching culture were not sufficiently developed to proceed with the acquisition and implementation of a quality monitoring system. On our advice, the commission was subsequently changed: the focus was switched to the definition of a shared approach to coaching agents and to providing them with structural feedback. This led to an increase in the quality of the discussions, customer satisfaction and – last but not least – staff satisfaction.