I've been given a task to carve out a separate Quality Department (IT Managed Services company) which will include activities of Quality assurance and Quality Control. I've share first draft of the operational planning document to top management for review by end of next week.
Resources - 3 + 1 Lead
I seek help from any anybody who can share any examples of Quality Department ( typically for Service industry), few inputs on the contents under each categories headings.
1. Purpose
2. Objectives, Targets, KPIs
3. Activities, Responsibilities, tools, resources
* Transactional quality control - service departments
* Audit Services - Internal / External (ISO 9001, et)
* Analysis & Reporting
-- Complaints
-- Churn Data
-- Tickets
-- Calls
4. Improvements Projects
-- Lean 6 sigma
-- QA tools
--
Resources - 3 + 1 Lead
I seek help from any anybody who can share any examples of Quality Department ( typically for Service industry), few inputs on the contents under each categories headings.
1. Purpose
2. Objectives, Targets, KPIs
3. Activities, Responsibilities, tools, resources
* Transactional quality control - service departments
* Audit Services - Internal / External (ISO 9001, et)
* Analysis & Reporting
-- Complaints
-- Churn Data
-- Tickets
-- Calls
4. Improvements Projects
-- Lean 6 sigma
-- QA tools
--