RETHINKING THE CURRENT MODALITY OF MEASURES OF QUALITY:
SIGNIFICANT LEARNINGS FROM WEB INSTRUMENTS
(Experience Paper)
I. Introduction:
Searching the
web for instruments or tools to measure quality has numerous results. To sum it
up, the results would refer to Survey, Customer Feedback, Control Charts,
Flowcharts, Pareto Charts, Check Sheet, Histogram, Scatter Diagram, Cause and
Effect Diagram, Check List among others. In my workplace, we always make ways
to improve our system to be more productive and to minimize if not eliminate
errors. I have noted that we were using some of these measures of quality.
II. Modalities Used to Measure
Quality
Check Lists
We use a check list
of requirements for supporting documents for the integration of newly-hired
personnel into the payroll system. The check list serves as the guide for the
completeness of supporting documents. Also, we use a route slip that is
attached to every disbursement voucher with the supporting documents processed,
it is like a checklist of the whole process (i.e. from receipt of the documents
up to the issuance of the check for payment) and it also indicates the time of
receipt and the release in every accountable office or person. The route slip
depicts how long it took in each process and the overall process, it identifies
the bottlenecks and serves as a preventive measure of delays in the process. Check
lists of important steps or processes of the whole cycle are also used in order
to ensure completeness.
Flowcharts
We used
flowcharts to document the processing. It is also used to replace a lengthy
narrative of instructions of the process. A flowchart of the frequent transactions
of our clients is displayed in a conspicuous place in the lobby area of the
Office. It provides our clients the steps in going through the process.
Survey and Customer Feedback
Listening to our
clients and being responsive to them in a timely manner would reap benefits. Indeed,
it is heartwarming to receive letters of gratitude and appreciation. Listening
can lead to areas for addressing corrective and/or improvement measures in the
process or the system. The inputs from front-line employees of their observations
and what they perceive as ongoing/recurring problems are in a manner a survey. Using
these techniques is the best way to get customer’s perceptions and determine
opportunities for improvement.
Audit results
Internal
controls like reviewing and/or examining the supporting documents is part of
our processing in the preparation of the regular payroll. Because of the large
number of employees serviced by the office, a program was created that will
generate reports that is necessary to be reviewed against the supporting
document/s (e.g. data of new employees, employees who were inactive in the
payroll system, employees with changes in basic salaries etc.). The review
would detect errors for correction and ensure completeness of supporting documents
of the output payroll.
III. Conclusion:
Using the tools
and techniques of measures of quality will identify those processes that need
to be improved. Continuous quality improvement would result to customer
satisfaction and internal benefits which may include streamlined processes and
cost reduction.
References:
- eHow.com: Management Tools Used to Measure Quality by Hunter Taylor, eHow Contributor
- QualityDigest.com: Measuring Quality’s Return of Investment by Stefan Heinloth
- QualityDigest.com: Measuring Service Quality, by Craig Cochran
