Who Audits the Auditors?

I was asked this question years ago when I became a Quality Assurance Manager.

The team of QA Specialists was largely unchecked, and their work product uninspected. It was assumed that they were doing what they said they were doing... and most of them were. Yet this question burned in my mind.

I decided to implement internal auditing and comparative reporting. We found most QA Specialists were doing their jobs properly and producing adequate work output. However, some were cutting corners and were less productive.

It was unfair and did not provide improvement opportunities by not monitoring and providing feedback to the QA Specialists.

After internal auditing and daily reporting were implemented, the employees who were deficient in their productivity began to seek ways to improve. The QA team cohesiveness was greatly enhanced.

How Was This Accomplished?

* Expectations Defined - "If you aim at nothing, you will surely hit it!" I am not sure who said this, but it accurately reflects what was happening. Most of the Specialists believed that they were doing what was required of them, but they had little guidance regarding production requirements. With clear parameters in place, it became easier to elevate output to necessary levels.

* Productivity Reports - None of the people had any idea of the others' workload and productivity. I developed a daily "newspaper" (digital) that provided productivity and goal data and a source for departmental updates. This email resulted in healthy competition and elevated output from everyone.

* Microsoft Excel Applications - Advanced spreadsheet applications were developed to streamline the data entry and scoring processes. These tools minimized human error, heightened productivity and effectiveness, and improved employee satisfaction.

This Can Be Done For You!

With a properly developed program, similar results can be implemented in your business. This approach can be valuable to small or large businesses or departments in larger businesses.

If you think your business could benefit from such a program, let's talk.