June 28, 2011
“Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction, and skilful execution; it represents the wise choice from many alternatives.” William A Foster
The above is true whether we are describing the quality or performance of a leading digital signature service, the latest elite car design, or the flagship model of a bike. It is all about the reality we offer to our customers!
Measurement of technical performance of a service or product could include different factors. In today’s discussion, I choose to focus on the following qualities:
Accuracy – to ensure that information provided to customers is appropriate and correct. The digital signature service provides clear and accurate documentation to its customers, and the user-based PKI technology certifies signatory’s authenticity and data integrity.
Availability – the probability that the service will be accessible and functioning at all times. A user can access the digital signature service from anywhere in the world, at any time. They can sign and invite others to sign, add documents, create signing workflow, view and monitor the signing process, and verify archived signed documents either offline on their desktop, or regularly online at the free Verification Service.
Efficiency – the service requires less input to produce more output. Signing documents online stops the Print – Sign – Scan – Deliver – Storage process. It saves time, cuts operational costs, reduces the contract signing process from days to seconds, increases customer satisfaction, and frees staff, budget, and other resources for the core business.
Latency – the amount of time it takes to respond to a given input. The registration and actual signing process of a document takes seconds. The Broadcasting feature (send to mass invitee list using xls, xlsx, or csv file format), and the multi-page signing feature are examples of the innovative technical components that allow the signing of hundreds of pages, or an invitation to even hundreds of people to sign with just the click of a mouse.
Back to my title, the performance evaluations below could equally apply to any of the three that are mentioned as they refer to the same levels of quality and satisfaction:
“It provides a combination of performance, comfort, and everyday drivability that would have seemed impossible 10 years ago.”
Michael Austin, review of 2012 Ferrari FF, Car and Driver Magazine, June 2011
“A desire to come back to that same bike each day will depend on the post-ride experience. ‘I felt fresh’ means you are likely to follow your programme and not skip days because you are exhausted from a bike which doesn’t match your needs. ..the biggest performance gains are not purchased in a store but products can help get you on the road, to the place where they’re earned.”
Alex Malone, review of Arctec R, Ride Cycling Review, June 2011
Till next time,