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== Scoring ==
In bxp the scoring mechanism provides a number of key advantages to the delivery of a QA program.
The scoring is not shown to the assessor. This is to remove bias and rounding, where an assessor might round up a score to get it "over the line", or round down as an assessment looks too good.
The scoring in bxp can be adjusted after go live and mass re-scoring of assessments can be performed.
When an assessment is reviewed, each Section Group, is also scored separately as well.
When designing QA programs in the past, it was common place to require the score to add up to 100% for convenience and ease of configuration. bxp removes this requirement. Scores are calculated to appropriate percentages automatically.
Most importantly when the score is calculated is that the engine does not require all answers to be provided. Going through a worked example to explain this. Say for example an Insurance company is running a QA on their sales line. They have an opening section, a home insurance section, a car insurance section and a closing section. The QA is performed on a home insurance call. In order to keep the scoring fair, where a Not Applicable answer applied, i.e the car insurance section, then full marks had to be given to get the scores to balance.
* Opening : 25 points
* Home : 25 points
* Car : 25 points
* Closing : 25 points
If a 0 points score was given to car, then the score would be 75% not 100%. So Yes / No / NA would be scored 25 / 0 / 25. This skews the overall average.
bxp QA forms do not need N/A answers. If left blank no score is added and the total score adjusted to compensate for the no answer. This means scores are generated only on questions that apply to that type of QA. This also ensures that Section Grouped trend reports are not skewed from non-applicable QA assessments.
== Outright Fails ==
The largest skew of a score was seen in Outright Fails. A key question in the form is usually around Data Protection or an applicable Law. When these questions appeared previously they would be weighted for example at -100. This again skews scoring and leads to poor training focus. Again to use a worked example, there is a sample key question "Was Data Protection adhered to?" Yes = 0 points. They should do this. No = -100 points. A no would cause an instant fail. It does however invalidate all the good work that was done on the call.
bxp splits '''Score''' and '''Threshold'''. A score could be a percentage. The '''pass mark''' could be 85%. The threshold is a pass or fail, depending on if the calculated score is above or below the pass mark. The threshold is a key word of Pass or Fail.
Now in bxp, it is possible to use the word Fail instead of the -100 score. Then engine will treat the work fail as a 0. If however the score is above the pass mark and a Fail score is achieved the overall score will remain high, but the Threshold will be a fail. Outright fails have a number of key benefits:
* Section scores are not skewed with massively negatively weighted scores
* Outright fails can be instantly tracked and dealt with
* Overall representation of the quality of delivery is more accurately reflected
* Training can be focused more appropriately on actual weak sections rather than averaged weak sections
= Support =
Once the assessments have been performed being able to address areas of weakness is vital, or it renders the entire QA process pointless. Support can come in many forms. The more focused the support can be the greater the operational benefit.
* Reduced time spent by the training department, in repeating non-relevant information
* Reduced time spent by operations, in redelivering well documented material
* Reduced time spent by quality in chasing up has support been provided
In order to do this, more focused information must be provided which bxp does automatically.
== Trend Reporting ==
Trend reporting in bxp allows instant deep dive information with layered reporting to show how an individual, team, department and organisation as a whole are doing on the same report. The reports are available at team leader and general reporting level.
Section groups can be instantly analysed in the same manner through the same interface, making customised deep dive reporting far simple and visually more effective for all users.
[[File:QA_Trending_Good_Score_Demo.png|400px]]
[[File:QA_Trending_Poor_Score_Demo.png|400px]]
== Status Reporting ==
Sometimes applying scores to results is not possible through Union or other contractual relationships. bxp can represent the results as collective results without applying any scoring at all. Status reports provide simple counts without the individual focus that comes with performance management. [[Visualisation_-_Quality_-_Current_Status_report]]
[[File:Quality_display_02.png|500px]]
== Coaching ==
Coaching is the process of sitting down side by side with the assessments to go through them to provide feedback and deliver corrective action. bxp can provide a full management tool to deliver coaching that needs to be performed and maintaining the records that they have been performed. Coaching logs are automatically associated with a user's account and can be easily reported on.
This level of reporting allows a complete view of a user to be built within bxp of all their activity and performance.
== SMARTER plans ==
A stronger approach to coaching and development is to use the © SMARTER plans in bxp. A SMARTER plan uses the training material tied to each question. When a question gets less than a maximum score, then that questions training links are included in a custom developed training plan for that person. In this way, self directed learning plans are self generated and distributed as required to user. The user works through the plan. When the user has finished the revision a team leader or manager can provide the coaching. This has obvious advantages of reducing wasted time in covering existing material.
This approach also reduces / removes the need for class room training and large scale team absences as groups need to be training in a room. Personalised plans can be done throughout a day or during quiet periods.
The output of SMARTER plans can also be supplied to diallers and other intelligent work distribution mechanisms to deliver training segments between contacts during quiet periods.
= Summary =
