Business Tech

Managing the Process

Keeping up with changing technology requires full-time experts, but in today’s trying economy, IT staffing isn’t always in the budget. Watching the bottom line, however, doesn’t have to mean forgoing high-tech benefits. QQuest Corporation bridges that gap; they provide outsourcing solutions for IT problems and process management, helping small and mid-size businesses keep up in a changing global economy.

QQuest President Richard McGlew told The Suit, “Whether it's installation or troubleshooting of ongoing issues, we provide the team to make IT problems go away. We take away the problem in the moment, but we also work to get to the root cause of issues and remove them." McGlew and his partner recognized a gap between how quality worked in reality and how it worked in the IT marketplace, and so they set out to change that.

"We started the company to tackle the problem of preventing problems. That's still the goal we are after. Whether those problems are the product of a flawed business process or are introduced by changes in technology, we think the emphasis on integration of design and function is critical," McGlew said.

It’s all about keeping an eye on the big picture since, according to McGlew, technological change tends to cycle back on itself. "It's important to keep current with the technologies your customers are using—smartphones, websites. But whether it's a new technology or an old technology, the core principles of technology management still apply. A well-designed system is going to perform better than a poorly designed system. An ounce of prevention is still worth a pound of cure," he said.

Managing hard and soft technologies is a primary challenge in the rapidly changing global marketplace. QQuest aims to produce value while minimizing cost. "We see that as our Mt. Everest," McGlew said. "Our vision is innovating quality for everyone, no matter what the environment is or who the customer is. There are ways to do things better and ways to produce better products. Those are the challenges we look to take on."

QQuest helps customers manage the daily pulse of their business through their absence management programs. "We look at absence first as a communication issue, and then a record-keeping task. This change in perspective led us to develop technology that is now used by hundreds of thousands of employees and which today delivers productivity gains to their employers' bottom lines."

Building trust and understanding customer motivation is crucial to creating success in the corporate structure. "You don't build value when you're focused on counting and organizing your pennies. You build value by looking out and forward to the future," McGlew said. "Measure and manage what's important, but first make sure you know what is important. That changes over time. You have to keep your finger on that pulse in order to provide meaningful service."

For more information, please visit: www.qquest.com

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