In a prior post, I focused on the seven most prevalent issues customers have with radiography firms based on their feedback and anecdotes. In this post, I will cover what they’ve told us they actually want from firms they do business with, and what they consider “quality” RT providers do differently from the competition.
According to users, availability is one of the primary factors which determines their satisfaction or dissatisfaction with an X-ray services company. Excellent firms have the resources and corporate backing to train Level II technicians in abundance and have sufficient Level IIIs on staff to supervise and review field work as needed. This ensures customers are not left without capacity at peak times.
The best companies also finish the jobs they start without swapping crews out in the middle, which causes more work and delays to customers.
Following availability, reliability is the most desired quality of X-ray services customers surveyed. While all users acknowledge that there are some good technicians who work very fast, and some sub-par technicians who are slower, what they most want is reliable and consistence performance. None wants surprises, such as one tech filling out the technique sheets one way and another a completely different way.
They want consistent reporting that is accurate and complete and on time. It is also important that technicians show up as scheduled and stay until they finish all the shots, and who communicate important issues to the designated or appropriate persons.
Finally, they demand reliable equipment with the right amount of curies for the job so that shot times allow for full production. They want techs who have been trained to shoot the right way so that films are reliably to code with minimal reshots. Last, invoices should be filled with the correct information and no extraneous charges.
Basically, users want a consistent experience from the RT companies they do business with.
The final point which separates the excellent firms from others in the eyes of the customers we spoke to is high quality performance. This doesn’t just mean shooting good film and high production rate. It also means paying attention to safety so that assets and employees are not exposed to risk.
Achieving this level of competence starts with the corporate culture and the attention it pays to training and the establishment of quality systems that enable people to perform at their peak. Furthermore, regular audits are needed to make sure things happen as designed and, when not, put in corrective action to get things back on track.
While customers mention quality as its own factor, in truth I believe it is the end result of the previous factors described herein. So having a roster of top-flight trained technicians in sufficient number to provide the availability customers desire, married with reliable equipment and consistency across everything else including reporting, communication, and invoicing, leads to that high-quality experience all customers want.
And that is what we strive to do every day. It starts with our rigorous tech training regimen and continues through our electronic reporting and quality control systems. We are proud of the positive feedback we get from our customers, and hope to make even greater strides towards becoming the highest quality provider in the industry in the near future.
— Darren Billings
To stay up to date with industry news and discover more solutions from the Industrial Inspection and Analysis, Inc. family of companies, please visit https://iiafieldservices.com/blog, https://www.atlas-inspection.com/blog and https://infiniumnde.com/blog