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Management
Assignment
Link: https://www.etechgs.com/principles-total-
quality-management-tqm/
Link: https://www.etechgs.com/implementing-
quality-assurance-controls-call-center-projects/
1. Gather Requirements from Client: You may find during the Discovery
process as you gather requirements for the project from your client that
there are particular deliverables required for a QA process.
Recommendations could range from the content of the Audit tools to
White-Label configuration of the QA software. During this phase you can
establish expectations and act as Trusted Advisor.
3. Develop QA Audit Tools: Once the process flow has been mapped, the
specific behaviors which are critical to the success of each customer
interaction must be identified, defined and weighted. The most typical
rubric is to achieve a total possible score of 100% with higher values
assigned to the most influential behaviors.
Link: https://www.etechgs.com/5-effective-ways-
to-measure-the-quality-of-your-customer-service/
Link: http://blog.mesa.org/2014/10/13-questions-
reveal-benefits-of.html
Summary: If you need to take another tour of your facility and interview
people with some of these questions in hand. Here are seven key questions:
1. Has a product quality problem affected the last unit produced or the last eight
hours of production?
2. Are we delivering to the daily production schedule? Can you tell?
3. Is the problem identified by routine tests at every shift change, or by an alert
operator?
4. Does the situation only occur when a specific product or product grade is
being produced?
5. Do all units, lines, or pieces of similar equipment experience the same issue?
6. How are you measured and what KPIs/metrics matter to you?
7. Are there wasteful steps identified in the AS-IS business processes?
Link: http://blog.mesa.org/2014/11/how-to-
improve-quality-management-with.html