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.