Quality Assurance Substance

[bmasc1]

Can anyone send me tips and/or suggestions on how your Quality Team has gained the buy in from Management. Basically, how does your Quality Team bring substance to your center? I appreiate all feedback.

Thanks

[Michcall]

In my experience, management is usually the one driving the quality initiative. Are you trying to sell your management team on why quality is important or if your team is doing it effectively?

If it's the latter, I would suggest doing calibration sessions with the managers to get a concensus opinion on what 'quality' means for your organization. Listen to live or taped calls in a group environment. Score the attributes separately and then discuss to come up with a combined view of what a quality call is.

Set quality goals and provide regular performance reports which show your progress toward those goals and what initiatives your team developed to address issues.

Correlate your quailty scores with customer satisfaction ratings, performance targets or others business metrics that can illustrate that improved quality is a driver of other improvements.