This document provides an overview and definitions for a Quality Standard Document (QSD) for a retail insurance back up QA grooming and engagement program. The QSD defines measurable quality standards for any process. It includes sections that provide an overview of the purpose and client requirements, glossary of terms, sampling methodology, error appeal process, and examples of a bar graph and line chart used to monitor accuracy over time against targets.
1. 1
Back up QA Grooming and
Engagement Program - Retail Insurance
Session - 2
2. 2
Agenda
• Quality Key Terms & Definitions
• What do we mean by QSD?
• Overview of QSD
• Bar Graph
• Line Chart
• Q&A
3. 3
Quality – Key Terms & Definitions
DPO (Defect Per Opportunity)
Average number of defects found in the total number of opportunities marked.
DPO = Number of defects found in a sample/ Total number of opportunities*
Total number of opportunities* = Actual opportunities
DPU (Defective Per Unit)
Average number of defects found in a sample of units.
DPU = Number of defects/ Number of units
Accuracy
Overall Accuracy = { 1-(Total # of defective opportunities/ Total # of opportunities monitored )}
Fatal Accuracy = {1 – (Total # of defective transactions due to fatal errors) / (Total # of transactions monitored)} X 100
4. 4
What do we mean by QSD?
QSD (Quality Standard Document) - This document is the most important element in creating a quality process
to define a set of measurable standards for any process. The purpose of the document is to clearly define the
Transaction Monitoring Methodology to be followed by the QA and the functioning of QA for the process.
The QSD needs to be -
S
A
M
R
T
Specific
Measurable
Achievable
Realistic
Time Bound
5. 5
QSD – Quality Standard Document
Document /Process
Overview
• It gives us the version of that QSD and the release and last update date.
• It briefly talks about the purpose of QSD.
• It tell us the client requirements from Quality metric. Purpose and
Client requirements
• Glossary - It talks about the abbreviations used in QSD and their
definitions.
Selection Procedure
• It tells us what is the selection procedure for QA/Backup QA.
• It tells us what are the roles and responsibilities of a QA/Backup QA.
• It talks about the QA span and alignment according to FTE’s.
Sampling
Methodology
• It has a snapshot of SIPOC for the process.
• It talks about which methodology is used to calculate the sample
size(Agent/process level).
• It tells us the Quality metric and the operational definition.
Error Appeal and
Corrective Action
Plan
• It tells us the process flow in case of any error identified.
• It tells us the corrective action Plan at Agent Level and Process Level.
• It tells us about why/when Monitoring Improvement plan (MIP) would
be implemented.
