Quality Assessment
We totally recognise the need to assess our own performance. This focussed us towards real fulfilment of good quality.
From the outset, we suggest and agree a Quality Assessment (QA) program with you.
We like to keep it simple, understandable and user-friendly. For large contracts we may need to go to more sophisticated lengths, but generally we seek a basic performance score out of 5 for our work in that month.
From this we generate a league performance table with a stringent but achievable pass rate of 70% customer satisfaction. We take care to publicly praise the managers who do well, and we offer assistance to any managers who do not reach the pass rate.
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