Quality programs require the occasional refresh; a good Quality Evaluation will motivate high performance from your employees. In the second installment of our quality series we will talk about ensuring your quality program accurately reflects the performance of your team.
Too often Quality Management programs produce artificial scores. I’ll give you an example from a recent workshop.
Expending a great deal of time and effort to create a quality form is useless if the scorecard isn’t adjusted to reflect accurate results. In this case, the team had spent hours reviewing forms from other departments and organizations, and settled on 25 carbon copied questions from another group.
Why replicate an existing form? The rationale was, it must be working because the departments results averaged 98%+ monthly. Hmm…does this smell fishy to you?
Where there are remarkably high scores, do your due diligence and investigate accuracy. Once the hood was lifted, there were three takeaways that exposed the truth:
The majority of questions were scored Yes/No/NA where the NA value carried the same point value as a Yes answer.
The Six questions that accounted for 33% of the overall score, were answered NA 80-85% of the time.
Organizational focus was on improving the overall score, therefore very few people were aware of the data behind the score or even the overall logic used to calculate the score
A discussion of the findings and deeper look into the questions and answer options for this new form was in order – we tackled the refresh with two thoughts in mind:
Why are there questions that rarely apply to our customer interactions?
Why are points awarded for behaviors that are not displayed?
At the end of the workshop, the team opted to remove questions that were not likely to be relevant or important for the majority of customer interactions. New questions reflected attributes of key behaviors as questions. In addition, the team consciously decided to grant points for YES answers only, removing the non-applicable behaviors entirely from the scoring formula.
When reviewing current Quality standards program, be sure to take a good look at the driving forces behind the score. If there are underlying methodologies causing your scores to be falsely inflated and inaccurately representing performance, you need a system refresh. The goal is a healthy quality system that inspires lasting change, which happens in the presence of accurate results.