Post on 02-Jan-2016
description
National Quality ProgramQuality Standardization: Intro to Quality Check
Agenda
Quality Technician Goals and ObjectivesPre-Quality Check Performing a Quality CheckAfter the Quality CheckThe Human Factor
Goals and ObjectivesBusiness Goals
Improve Customer ExperienceStandardize Operations
Best in Class Quality Management CapabilitiesProcess and TechnologyReduce the Cost to
Serve
Operations ObjectivesDrive a “Quality Culture” within Field
ServicesIncrease the Adoption of Standard Quality ProcessesImprove the Effectiveness of Quality ChecksReduce the Cost of Quality ChecksPosition Field Services for the Future
Quality Terminology
Quality Check Tech or QC TechInspector
Quality Pass Rate (QPR)Inspection Pass Rate (IPR)
Quality ChecklistInspection Form
Quality Check or “QC”Inspection
Quality Check Process
Quality MattersWhy?
Within Three DaysWhen?
Installs – Trouble Calls – Upgrades - Downgrades
What?
FS Supervisors QC Technician Cox Contractor Supervisors
Who?
Fix
A Day in the Life…
Before
During
AfterReview
Select
Update
Interact
Check
Update
Reports
iDrive
Disputes
Feedback
Now let’s checkyour understanding.