Can Continuous Sampling Plans be applied to service organizations?

B

Beefighter

#1
New member in need of help. Trying to figure out if CSP's can be applied to service organizations? We are an outsourcing service provider and produce 20k data entry transactions per week. Current inspection involves the same research and data entry as initial processor performed on approximately 10% of output. There is an automated process where 10% of transactions get dumped into an audit queue. All other transactions continue in the process and are not easy to retreive. Because of the complexity of the work, processors are trained to work on specific states rather than a specific client. If a particular CSP was appropriate, would the sampling plan be applied at the processor, state, or client level?

Thanks,
Eric
 
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harry

Trusted Information Resource
#2
I believe everybody had experience with call centres where there is a message: this message is being recorded/monitored for .......... purpose.

This is a continuous sampling plan for service providers. With regards to the second part of your question, it depends on your objective. A call centre for example will want to ensure that their operators can interact well with callers and that's the reason they sampled calls - to detect weaknesses for improvement purpose and evaluate effectiveness of trainings provided.
 
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