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Back up QA Grooming andEngagement Program - Retail Insurance

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Agenda• Introduction• Knowledge Check Quiz• GOSC Quality Organizational chart• What is Quality?• GOSC Quality Vision• GOSC Quality Structure• What is Quality Assurance?• Measure of Process Quality• Quality Key Terms & Definitions• What do we mean by QSD?• Overview of QSD• Overview of Calibration• Bar Graph• Line Chart• Q&A

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GOSC Quality Organizational Chart

Rajeev SharmaSDL - Quality

Manu GautamSr. Director & Global Leader Quality, Research &

Strategy and Site Leader - Jaipur

Sr. QA/ Specialist

Sandeep NarulaUnit Manager

(IB & GBO)

Swati BajpaiUnit Manager

(Annuities)

Rajesh KumarUnit Manager

(Corporate Functions)

TL/AM TL/AM TL/AM TL/AM TL/AM TL/AM

BPS/BPPSr. QA/ Specialist

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What is Quality ?

“Quality is not the absence of defects as defined as by management, but the presence of value as defined by customers”

“Quality” of any product is regarded as the degree to which it fulfilled the requirement of the customers

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GOSC Quality Vision

“To be integral part of business, to provide insights on

Quality performance and to synergize to deliver best in class

performance.”

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GOSC Quality Structure

GOSC Quality

Business AnalyticsMeasurements to drive behaviorFact based decision

Business ExcellenceBreakthrough and continuous improvementsQuality Culture through trainings and projects

Quality AssuranceRight MetricsRight measurement system

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What is Quality Assurance ?

A formal management system you can use to strengthen your organization, intended to raise standards of work and to make sure everything is done consistently.

It sets out expectations that a quality organization should meet. Typically, these are the stages we aim to follow while implementing a quality system :

• Agree on standards : These concern the performance that staff and users expect from the organization.

• Carry out a self-assessment : This means that you compare how well you are doing against these expectations.

• Draw up an action plan : This will include what needs to be done, who will do it, how it will be done, and when.

• Implement : Do the work.

• Review : At this stage, we check what changes have been made and whether they have made the- difference you were hoping to achieve

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Measure of Process Quality

Non-Fatal Errors are those which does not impact the customer directly. These would still

render the transaction defective by virtue of being deviating from the correct workflow

Non-Fatal error accuracy will be measured on DPO at transaction, agent and process level as per the formula given below:

{1 – (Total # of non-fatal errors) / (Total # of Non Fatal Opportunities)} X 100

FATAL ERRORS

NON - FATAL ERRORS

Fatal error accuracy will be measured on DPU at transaction, agent and process level as per the formula given below:

{1 – (Total # of defective transactions due to fatal errors) / (Total # of transactions monitored)} X 100

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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

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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

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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.

Quality Standard Document - Ver 1.0

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Overview Of Calibration

• Any Calibration exercise is an extension of our commitment towards Quality Service. This makes sure that any group of people who have got calibrated together would be on the same platform while monitoring transactions.

• On the day of the calibration, auditors get together as a group (process knowledge experts), audit the transactions and pull the report that shows significant gaps in evaluation, if any.

• In case of any variations, the host auditor need to share the variations with all the auditors and give the required feedback.

• If the overall calibration score is less than 90% i.e., greater than 10% of variance has been observed among the participants, then it would be considered as fail. After giving the required feedback, the activity needs to be repeated again this time using the same sample of audits used in the first calibration.

Two types of Calibration are :

Internal Calibration.

External Calibration.

Collect samples for calibration exercise

Schedule calibration session as per calibration calendar

Conduct calibration session

Compile and publish calibration results

Does the calibration assessment meet the

pass threshold?

End

Start

Yes

Initiate appropriate corrective actionNo

Calib File

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Bar GraphNames Associate 1 Associate 2 Associate 3 Associate 4 Associate 5 Associate 6 Associate 7 Associate 8 Associate 9 Associate 10Target 99.50% 99.50% 99.50% 99.50% 99.50% 99.50% 99.50% 99.50% 99.50% 99.50%

Accuracy 100.00% 100.00% 100.00% 100.00% 99.89% 99.89% 99.50% 98.00% 97.65% 95.00%

Associate 1 Associate 2 Associate 3 Associate 4 Associate 5 Associate 6 Associate 7 Associate 8 Associate 9 Associate 1050.00%

60.00%

70.00%

80.00%

90.00%

100.00%

100.

00%

100.

00%

100.

00%

100.

00%

99.8

9%

99.8

9%

99.5

0%

98.0

0%

97.6

5%

95.0

0%

Accuracy Target

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Line Chart

Month Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14Target 99.50% 99.50% 99.50% 99.50% 99.50% 99.50% 99.50%

Accuracy 99.53% 99.67% 100.00% 99.67% 99.83% 100.00% 98.00%

Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-1495.00%

96.00%

97.00%

98.00%

99.00%

100.00% 99.50%

99.53% 99.67% 100.00% 99.67% 99.83% 100.00%

98.00%

Target Accuracy

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Thank You