Quality Assurance
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Our organization is made up of teamrooms. Each teamroom is dedicated to a specific type of work (such as Fix Customer Defect, Solve Customer's support request, Reconcile Bank Account and etc). Rooms interact and work together, and therefore must provide perfect (or near-perfect) quality output, which is delivered to the next team as input.
Each team checks the quality of input it receives, as well as output it delivers, to ensure our customers receive the most value possible. The key to this achievement is the utilization of objective Quality Bars.
A quality bar is a checklist that helps prevent many of the typical mistakes which occur in a team room. There are three (3) types of quality bar:
Input QB
Internal QB
External QB
External Quality Bar (EQB) represents an objective list of customer requirements. This makes it the most important quality bar because EQB failures directly impact customer satisfaction.
For teams that are not customer-facing, the External Quality Bar represents an objective list of requirements needed by the next downstream team within the factory.
For teams that are customer-facing, their External Quality Bar can also be measured by the Net Promoter Score (NPS) they receive directly from the customer.
measures the quality of your client’s experience and, as a result, your enterprise’s potential for growth. For example, after a client interacts with your team, they’re invited to complete an NPS survey in order to provide feedback on their experience.
If the customer rates you a 9 or 10, that’s considered a good experience, and we presume the customer is likely to Promote your services to their network and, as a result, grow your enterprise.
Scores of 7 or 8 are considered Passive. These customers are somewhat satisfied, but may not remain loyal in the face of competitive offers.
A score between 0-6 is considered a Detractor. This customer will likely share their poor experience with others in their network, which negatively impacts the growth of your business.
NPS helps identify areas for improvement, as well as potential solutions. Unfortunately, not every customer will respond to the NPS invitation. Therefore, NPS is a general indicator of quality and growth, but not a definitive one.
An Internal Quality Bar (IQB) ensures the quality of each unit your team delivers. I.e., it’s the scale by which we measure ourselves.
The IQB references the External Quality Bar (required by the customer, or by the next downstream team), and includes additional guidance to help teams avoid common mistakes.
A team’s Internal QB should always be more stringent than the External QB to ensure the customer (or downstream team) receives the highest value possible.
An Input Quality Bar measures the quality of the input a team receives from the previous upstream team. This ensures that a team receives only the inputs it can actually use.
If a team receives an input that doesn’t meet the objective requirements defined by the Input Quality Bar, that team can become blocked.
In this way, one team’s External Quality Bar is the next team’s Input Quality Bar.
Support teams commonly utilize playbooks that capture the purpose and processes of the team, as well as provide common strategies for staying unblocked.
Additionally, Quality Assurance teams may also be utilized to double-check outputs against the Internal Quality Bar.
QA teams provide management a clear understanding of the quality a team produces, which allows the Business Units company to make objective, data-driven decisions.
Teams operating within a larger support network must work together to meet the needs of their customers, with each team aiming to produce perfect-quality output.
The output of one team is delivered as input to the next downstream team, or directly to the customer. Teams utilize Quality Bars to measure the quality of inputs and outputs.
To further ensure quality, teams may utilize playbooks to define core processes and team strategy, and Quality Assurance teams to perform a quality review.
Working together, these tools and processes ensure that the enterprise continues to provide maximum value to its customers and that each individual continues to grow in their effectiveness as a remote professional.
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