The RMA Quality Planning Resource

One of the primary issues for RMA managers is the need to be able to effectively communicate their requirements to those involved in the technical aspects of providing internet-enabled RMA administration systems. When considering the introduction of such a system RMA managers should, in conjunction with their information technology advisers, identify:

  • who the potential users of the e-RMA information and services will be
  • what their likely requirements are.

Potential users of internet-enabled services will generally expect:

  • sites to be technically robust (i.e. load well, perform well and have links that work) and easy to navigate (e.g. through use of search aids)
  • information to be up to date, relevant and authoritative and is able to be copied or printed
  • access across a range of users and computer hardware and software platforms
  • quick download speeds (eg, broad band vs dial-up).