Source Details
97% SLA
What is one Source Quality Objective?
Requirement
What is Shall? or What is Would?
People, Infrastructure, Environment
What are examples of resources?
Nonconformity
What is a Quality Event Complaint?
____, Do, Check, Act
Plan
Meet the customer's requirements, including statutory and regulatory compliance while continually improving.
What is the Source Quality Policy?
Recommendation
What is Should?
Combination of education, training and/or experience
What determines competence?
Top management shall review the QMS at planned intervals to continuing suitability, adequacy, effectiveness and alignment with the strategic direction of the organization
What is management review?
It is up to the ________ to decide HOW we will meet the requirement
Company
100% - ((Total Quality Event Complaints + HIPAA + Safety) / Total Closed Cases)
»Excludes Spam, Duplicate and Test cases
What is the Customer Satisfaction formula?
QMS
What is Quality Management System?
When it is a requirement or considered by the organization to be essential part of providing confidence
What is measurement traceability?
SLA 97% and CSAT 95%
What are Source Quality Objectives?
Continually ________
Improve
Angie Sligh
Who is responsible for the QMS?
Permission
What is May?
Retained as evidence of conformity
What is documented information?
Impartial and objective reviews of organization and ISO 9001 standard at planned intervals
What is internal audits?
______ Values
Core
100% - (Total Closed Cases with SLA with a Source Induced Delay (SID) / Total Closed Cases with a SLA)
What is SLA formula?
Capability
What is Can?
Maintained to ensure continuing fitness for purpose and suitable for the specific type of activities undertaken
What is monitoring and measuring resources?
Exercise care with property while under organization’s control or being used by organization
What is Customer Property?
________ Focus
Customer