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National Quality Program Quality Standardization: Intro to Quality Check

National Quality Program Quality Standardization: Intro to Quality Check. Agenda. Quality Technician Goals and Objectives. Pre-Quality Check. Performing a Quality Check. After the Quality Check. The Human Factor. Goals and Objectives. Business Goals. Improve Customer Experience.

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National Quality Program Quality Standardization: Intro to Quality Check

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  1. National Quality Program Quality Standardization: Intro to Quality Check

  2. Agenda Quality Technician Goals and Objectives Pre-Quality Check Performing a Quality Check After the Quality Check The Human Factor

  3. Goals and Objectives BusinessGoals Improve Customer Experience Standardize Operations Best in Class Quality Management Capabilities Process and Technology Reduce the Cost to Serve OperationsObjectives Drive a “Quality Culture” within Field Services Increase the Adoption of Standard Quality Processes Improve the Effectiveness of Quality Checks Reduce the Cost of Quality Checks Position Field Services for the Future

  4. Quality Terminology Inspection Quality Check or “QC” Inspection Form Quality Checklist Inspection Pass Rate (IPR) Quality Pass Rate (QPR) Inspector Quality Check Tech or QC Tech

  5. Quality Check Process • FS Supervisors • QC Technician • Cox Contractor Supervisors Who? • Installs – Trouble Calls – • Upgrades - Downgrades What? When? • Within Three Days Why? • Quality Matters

  6. A Day in the Life… Before During After Disputes Review Interact Reports Check Select iDrive Update Update Fix Feedback

  7. Now let’s check your understanding.

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