centaurtrust.com

“Exceeding Expectations”

Definition

TQM is the systematic use of specific procedures and tools, in conjunction with monitoring and follow up procedures, in order to provide customers with consistently superior products and services, thus exceeding customers’ expectations. The whole concept is based on the principle of “right first time”, in other words the delivery of goods or services in a timely, efficient and accurate manner, with zero defects and minimum waste. The ultimate goal of a “Total Quality” approach is to maximise customer satisfaction.

Adoption of TQM

TQM is a far reaching concept which should not be adopted lightly or superficially. It must form an integral part of an organisation’s corporate culture. It is not a process which can be applied for a limited period of time and then forgotten. It is a continuous process. TQM is a management tool which views an organisation as a series of processes. Thus in its simplest form, TQM states that if all the processes within an organisation are continuously improved, the sum of the whole will result in greatly improved products or services as the final output of the organisation.

Unlike traditional industries such as manufacturing, where a tangible product can be evaluated by customers for quality, reliability etc, the services industry has no tangible output. Clients must therefore use a different set of criteria in judging our quality. Some are based on measurable benchmarks, such as the time taken to perform a certain task, whilst others are based on feelings, such as whether a particular person instills confidence in the client.

Based on the above, it becomes obvious that the more successful firms are the ones who care about their clients and take steps to ensure that their clients are fully satisfied, all of the time. This guarantees client loyalty and repeat business.At Centaur Trust, this is what we do best.

TQM for Centaur Trust

One of the founding principles of Centaur Trust is to “exceed our clients’ expectations”. In order to consistently achieve this, we have ensured that a total quality approach has become part of our corporate culture and is applied to every step of our daily activities. This approach applies equally, irrespective of how small or large the task, ie how we answer the phone is as important as how quickly and accurately we execute clients’ instructions.

At Centaur Trust each member of staff realises that their contribution is of equal importance to the overall success of the Company. All members of the Centaur team are aware of the fact that our central goal is to “exceed our clients’ expectations” and that the way each of them executes their duties should be in keeping with the goal of total customer satisfaction. However, the company also recognises that, in order to consistently satisfy all its customers, its role is also to ensure employees are equipped with the appropriate skills and training, and are fully satisfied and fulfilled by their jobs.  

Our total quality oriented culture is reinforced with procedures, so as to ensure consistency. These procedures are in line with our overall philosophy on quality and are applied to all our daily activities.

Summary

The corporate services and fiduciary industry is crowded with many providers of varying size and professionalism. At Centaur Trust we believe that the only way to succeed is to differentiate ourselves.  

Most entrants in a new market choose to use price as a marketing tool. We have chosen to use the quality of our work, our professionalism, and fair pricing. This represents a very powerful tool, but is a tool that needs to be used consistently, in order to be successful. For this, we have the total commitment to quality from every member of our team.