Plunet is a critical tool in business process automation, particularly for language service providers. It is a business management software that not only aims to streamline workflows and reduce manual tasks but also significantly boosts productivity. The QualityManager module in Plunet is a unique feature that aligns with ISO standards, ensuring high-quality standards and facilitating business growth and modernization.
Adherence to ISO Standards
Plunet and the activated QualityManager module align closely with ISO 17100 and ISO 9001:2008 standards. This alignment is crucial for language service providers, as it simplifies the process of adhering to these standards. While it does not replace the need for certification, it supports and simplifies the process, ensuring that businesses maintain high-quality standards crucial for operational efficiency and growth.
For instance, a translation agency can leverage Plunet’s detailed resource classification system to define properties and values for translators, revisers, and reviewers. These classifications can include professional competencies and accreditations, such as degrees or ISO certifications, which are critical for ISO compliance. Agencies can classify resources based on these properties, ensuring only qualified vendors are assigned to specific jobs. This module helps in maintaining the high-quality standards required for ISO certification.
Integrating Feedback and Managing Complaints
A significant feature of Plunet’s QualityManager is its comprehensive feedback system, which addresses several pain points in quality management and includes:
Job Feedback: After a job is marked as ‘Delivered,’ job feedback can be entered in Plunet, impacting future job assignments and resource rankings. This direct feedback mechanism ensures continuous improvement and helps identify areas needing attention. For example, a project manager can use this feedback to run reports on vendor performances and adjust resource allocation accordingly. Managing this process in Plunet involves:
- Defining Feedback Criteria: Within the admin settings, you can set criteria for job feedback, including grammar, spelling, and punctuality. It’s possible to assign varying weights to these criteria and set ‘knock-out’ values for the most critical aspects, ensuring a focus on key quality parameters.
- Rating Job Types: Plunet allows selecting specific job types to receive feedback from resources who have completed them. This approach guarantees a thorough and relevant feedback process containing various job-specific factors.
Order Feedback: Order feedback allows for a comprehensive understanding of customer satisfaction, directly impacting business decisions and strategies for improvement. For businesses ready to track and improve client satisfaction, this module offers invaluable insights into customer experiences, guiding strategy, and process adjustments. In Plunet, this involves:
- Feedback Criteria Setup: The process for setting up order feedback mirrors job feedback, with criteria set up in the admin area. This setup entails whether customers are automatically or manually prompted to provide their feedback on an order.
- Submission: Customers can submit their feedback via a link in an email. Upon completing this feedback, project managers receive notifications, ensuring they are updated on customer satisfactions and experiences.
Complaint Management: The module facilitates detailed logging of complaints, including severity, justification, and related costs. This is crucial for maintaining high quality and customer satisfaction, allowing businesses to address issues and implement corrective measures effectively. For instance, a language service provider can keep track of customer complaints, analyze patterns, and implement strategic changes to prevent future issues. This is managed through:
- Creating Order Complaints: Users can log new complaints within the order complaints section. Here, they can provide comprehensive details about the nature of the complaint, its severity, the reasons behind it, and any costs incurred.
- Linking Job Complaints: Complaints can be connected to specific job complaints, allowing for detailed tracking of issues and their resolutions, leading to more efficient solution processes.
These feedback mechanisms enhance the quality control process and contribute to operational efficiency by automating feedback and complaint processes, reducing repetitive tasks, and saving time and costs.
Conclusion
Plunet, with its QualityManager module, represents a significant advancement in quality management for language service providers. It goes beyond project management; it is a comprehensive solution for maintaining high-quality standards and ensuring compliance with ISO regulations. The system’s ability in quality management makes it a valuable tool in pursuing higher productivity and operational excellence. For more detailed information or to discuss your specific use case, feel free to get in touch with our sales consultant or your account manager.
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