The Consultants

Quality Assurance

Like beauty, quality is often in the eye of the beholder. But when it comes to outsourcing you need more than another opinion. You need facts about what is being delivered; how it is being applied to your business; and are you getting the results you are should expect. The measurement of quality therefore requires five key components:

• Define what the problem is (in numerical terms)
• Measure the current levels of performance
• Analyse and determine where the problem lies
• Improve the situation
• Control the new process to ensure continued better performance

We’ve adopted Lean Six Sigma processes and tools for managing continuous quality improvement. While we did not invent quality assurance, we have taken best of breed practices and applied them to the unique characteristics of outsourcing. Our approach sets a standard for quality based on sourcing best practices and then evaluates your practices against the standard.

Quality Standard Metrics:

• Transactional Units
• FTE Count / Hours Extended
• Key Employee Retention %
• Number of Escalations to Resolution
• Number of Defect /Transaction
• Number of Defects / Code Pack
• Innovation / Standard Ratio
• Cultural Alignment Current to Target
• Operational Alignment Current to Target
• Strategic Alignment Current to Target
• Customer Satisfaction

Alsbridge has proven that measurement is critical to sourcing success in any relationship but what surprised even the experts is that what gets measured and reported links senior management inextricably to the value proposition of outsourcing. This means visibility that links IT to the achievement of strategic business initiatives.