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Created page with "= Overview = Quality Assurance is a broad and challenging area of any operation. Whether examining by call or by case (multiple interactions) there are a number of key objec..."
= Overview =
Quality Assurance is a broad and challenging area of any operation. Whether examining by call or by case (multiple interactions) there are a number of key objectives:
* To deliver against compliance
* To hit service levels
* To exceed customer expectations
* To find ways of improving customer
= Starting Point =
== Need ==
Philip Lacey defines quality as "the objective measurement of a subjective need." So with this definition we find the reason we are performing quality. Quality programs are put in place to ensure that
* A clients contractual requirements are delivered
* A legal requirement is complied with
* A customers preferred experience is consistently delivered
== Focus ==
The quality of program will need to have scope applied. Will the quality checking focus on
* a single interaction (one phone call)
* a case (a number of interactions all centred around a single common thread)
* a process (the production or manufacture of something which has a measurable output, i.e. the product of a chocolate bar)
== Questionnaire ==
At this point we have a need and we have a focus, to this we add a questionnaire. The questionnaire is the suite of questions which can be used to ensure that the desired output with checks along the way, has been achieved.
== Scope ==
There can be numerous questionnaire's for one part of a process or for different stages and aspects of the process. The more granular the scope of the questionnaire, the more that needs to be done, however the higher the chance of delivering the desired outcome through repeated monitoring and correction.
== Grouping ==
With these ideas in mind, it is possible to compile a list of questions to check if those requirements have indeed been delivered.
Within any questionnaire there are a number of considerations in its construction. Taking a simple example of phone call there are at a minimum, three groups to that questionnaire
* The opening
* The process
* The closing
Within each of these groups there will be questions, all related to the group. Inelligent grouping allows for further analysis of specific groups later on, rather than just an overall score. i.e. is the whole call failing or is just one aspect of the call failing.
== Preparation and iterative review ==
So with the above concepts in mind to prepare to build a quality assurance program, we sit down and
# Need:
# Focus:
# Questionnaire:
## Setion 1:
### Question 1.1
### Question 1.2
### Question 1.3
## Setion 2:
### Question 2.1
### Question 2.2
### Question 2.3
## Setion 3:
### Question 3.1
### Question 3.2
### Question 3.3
Using this questionnaire then allow it to be cycled between all of the stakeholders for review to ensure that all views of the questionnaire are included. Different perspecitves can lead to vastly improving questions and this process also helps to improve operational buy in.
== Weighting ==
Now with all of the questions identified it is possible to add weight to each of the questions. As a result three types of questions can be identified:
* A standard questions
* A critical fail
* A classification field
A standard question is given a weighting based on how important that question is to the rest of the questionnaire. It is not vital that all the scores add up to 100%, bxp compensates for percentage totals. It is far more important that scores reflect the importance of the question.
A critical fail question is usually a key component question that shouldn't give any extra score to the questionnaire. i.e. was the basic data protection rules followed? If yes, then the basic process was followed. If No then something seriously wrong has occurred. In this case bxp supports the key word Fail. Fail allows for scores to remain consistently high, but will flag the critical error to allow for immediate correction.
A classification field allows for a non scoring field to be included but allows grouping and classification of scored records after the QA has been scored. Examples include: type of call, line called in on, duration of call. these are examples of classifications which do not necessarily affect the score of the QA but can help in classification reports afterwards.
== Supporting Material ==
For each of the question above there needs to be training / supporting material to explain / demonstrate how that process should be done correctly. This material allows both assessors and assessees to understand what is expected as part of this question. This process of developing material can also help to highlight further questions and will throw up discrepancies in process approach.
This stage also allows for collaborative contribution between operations, training and quality teams as all can work on the supporting material.
The final check is to ensure that you have supporting material which adequately explains what is expected for each question.
= Create =
At this point there is enough material to build a thorough QA form. bxp comes with a complete manual to describe how to build a QA form
* CC-1-3
* QA-1-3
It is now possible to build your entire QA form including:
* Classification question types
* Section Groups
* Questions with weighting
* Questions with critical fails
* Associate training material with each questions to ensure consistency
With the primary homework done it should take approximately one hour to completely build an entire QA form with all features fully enabled.
== Grouping ==
= Load =
== Operation ==
== Approaches ==
= Assign =
= Perform =
== Scoring ==
== Outright Fails ==
= Support =
== Trend Reporting ==
== Status Reporting ==
== Coaching ==
== SMARTER plans ==
= Summary =
Quality Assurance is a broad and challenging area of any operation. Whether examining by call or by case (multiple interactions) there are a number of key objectives:
* To deliver against compliance
* To hit service levels
* To exceed customer expectations
* To find ways of improving customer
= Starting Point =
== Need ==
Philip Lacey defines quality as "the objective measurement of a subjective need." So with this definition we find the reason we are performing quality. Quality programs are put in place to ensure that
* A clients contractual requirements are delivered
* A legal requirement is complied with
* A customers preferred experience is consistently delivered
== Focus ==
The quality of program will need to have scope applied. Will the quality checking focus on
* a single interaction (one phone call)
* a case (a number of interactions all centred around a single common thread)
* a process (the production or manufacture of something which has a measurable output, i.e. the product of a chocolate bar)
== Questionnaire ==
At this point we have a need and we have a focus, to this we add a questionnaire. The questionnaire is the suite of questions which can be used to ensure that the desired output with checks along the way, has been achieved.
== Scope ==
There can be numerous questionnaire's for one part of a process or for different stages and aspects of the process. The more granular the scope of the questionnaire, the more that needs to be done, however the higher the chance of delivering the desired outcome through repeated monitoring and correction.
== Grouping ==
With these ideas in mind, it is possible to compile a list of questions to check if those requirements have indeed been delivered.
Within any questionnaire there are a number of considerations in its construction. Taking a simple example of phone call there are at a minimum, three groups to that questionnaire
* The opening
* The process
* The closing
Within each of these groups there will be questions, all related to the group. Inelligent grouping allows for further analysis of specific groups later on, rather than just an overall score. i.e. is the whole call failing or is just one aspect of the call failing.
== Preparation and iterative review ==
So with the above concepts in mind to prepare to build a quality assurance program, we sit down and
# Need:
# Focus:
# Questionnaire:
## Setion 1:
### Question 1.1
### Question 1.2
### Question 1.3
## Setion 2:
### Question 2.1
### Question 2.2
### Question 2.3
## Setion 3:
### Question 3.1
### Question 3.2
### Question 3.3
Using this questionnaire then allow it to be cycled between all of the stakeholders for review to ensure that all views of the questionnaire are included. Different perspecitves can lead to vastly improving questions and this process also helps to improve operational buy in.
== Weighting ==
Now with all of the questions identified it is possible to add weight to each of the questions. As a result three types of questions can be identified:
* A standard questions
* A critical fail
* A classification field
A standard question is given a weighting based on how important that question is to the rest of the questionnaire. It is not vital that all the scores add up to 100%, bxp compensates for percentage totals. It is far more important that scores reflect the importance of the question.
A critical fail question is usually a key component question that shouldn't give any extra score to the questionnaire. i.e. was the basic data protection rules followed? If yes, then the basic process was followed. If No then something seriously wrong has occurred. In this case bxp supports the key word Fail. Fail allows for scores to remain consistently high, but will flag the critical error to allow for immediate correction.
A classification field allows for a non scoring field to be included but allows grouping and classification of scored records after the QA has been scored. Examples include: type of call, line called in on, duration of call. these are examples of classifications which do not necessarily affect the score of the QA but can help in classification reports afterwards.
== Supporting Material ==
For each of the question above there needs to be training / supporting material to explain / demonstrate how that process should be done correctly. This material allows both assessors and assessees to understand what is expected as part of this question. This process of developing material can also help to highlight further questions and will throw up discrepancies in process approach.
This stage also allows for collaborative contribution between operations, training and quality teams as all can work on the supporting material.
The final check is to ensure that you have supporting material which adequately explains what is expected for each question.
= Create =
At this point there is enough material to build a thorough QA form. bxp comes with a complete manual to describe how to build a QA form
* CC-1-3
* QA-1-3
It is now possible to build your entire QA form including:
* Classification question types
* Section Groups
* Questions with weighting
* Questions with critical fails
* Associate training material with each questions to ensure consistency
With the primary homework done it should take approximately one hour to completely build an entire QA form with all features fully enabled.
== Grouping ==
= Load =
== Operation ==
== Approaches ==
= Assign =
= Perform =
== Scoring ==
== Outright Fails ==
= Support =
== Trend Reporting ==
== Status Reporting ==
== Coaching ==
== SMARTER plans ==
= Summary =
