BPO Jargons.

Posted: March 17, 2010 in Info News
Tags: , , , ,

Ever wondered what the difference was between QC, QA, and CQI?

Quality Control (QC) is typically performed at the department or unit level. The goal is the catch bad work products before they are experienced by the customer. The focus is on designing and documenting procedures the create consistent outcomes.

Quality Assurance (QA) is typically performed by a independant team. The goal is to assess actual Quality as experienced by the customer against documented expectations. The focus is first on training and then on sampling and grading using a report card or scorecard process.

Continuous Quality Improvement (CQI) is typically performed at the project level through cross-functional teams. The goal is use a standardized methodology like Lean Six Sigma to drive performance improvement. The focus is on increasing client satisfaction and reducing costs.


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