Notes

What are the 7 basic quality tools?

1. Stratification
2. Histogram
3. Check sheet – tally sheet
4. Cause and effect diagram – fishbone or Ishikawa diagram
5. Pareto chart – 80 by 20 rule
6. Scatter diagram
7. Control chart – Shewhart chart



• Stratification - Stratification analysis is a quality assurance tool used to sort data, objects, and people into separate and distinct groups. Separating your data using stratification can help you determine its meaning, revealing patterns that might not otherwise be visible when it's been lumped together.

• Histogram - A Histogram is a Quality Control Tool that graphically displays a data set. More specifically, a Histogram is a type of Bar Chart that graphs the frequency of occurrence of continuous data, and will aid you in analyzing your data.

• Check sheet (tally sheet) - A check sheet is a structured, prepared form for collecting and analyzing data. This is a generic data collection and analysis tool that can be adapted for a wide variety of purposes and is considered one of the seven basic quality tools.

• Cause and effect diagram (fishbone or Ishikawa diagram) – A cause-effect diagram is a visual tool used to logically organize possible causes for a specific problem or effect by graphically displaying them in increasing detail, suggesting causal relationships among theories. A popular type is also referred to as a fishbone or Ishikawa diagram.

• Pareto chart (80-20 rule) – The Pareto chart is a quality improvement tool that is based upon the Pareto principle, the principle that 80% of an outcome comes from 20% of its inputs. Vilfredo Pareto, an Italian engineer and economist, first observed the 80/20 rule in relation to population and wealth.

A Pareto Chart is a graph that indicates the frequency of defects, as well as their cumulative impact. Pareto Charts are useful to find the defects to prioritize in order to observe the greatest overall improvement.

• Scatter diagram – Scatter diagram is a powerful tool to draw the distribution of information in two dimensions, which helps to detect and analyze a pattern relationships between two quality and compliance, and understanding if there is a relationship between them, so what kind of the relationship is (Weak or strong and positive or negative).

• Control chart (Shewhart chart) – Control charts is a special form of “run chart that it illustrates the amount and nature of variation in the process over time”. Also, it can draw and describe what has been happening in the process.


What is DIP Check?



What is Calibration?

There are 2 types of Calibration meeting – 1. Internal calibration meeting – with quality, operations, supervisors, management and agents present – random call audit and feedback
2. External calibration meeting – with client present in the meeting – they give random conversation id to audit it and given feedback.

What is KPI in QA?

Key Performance Indicators – Merits

First call resolution (FCR) · Average handle time (AHT) · Customer satisfaction (CSAT) · Customer Dissatisfaction (DSAT) · Customer retention rate (CRR)

Key Performance Indicators are a type of business performance metric. Setting KPIs helps you quantify what you want to achieve by when, so they're really useful to see if you're on track to meet your goals. In the case of Quality KPIs, these metrics are simply related to quality issues.

What is KRA in QA?

Key Responsibity Area -

A quality analyst plans and executes tests on software and other IT solutions to make sure they work as required. During and after testing, quality analysts recommend the changes needed for projects to meet quality guidelines.


WHY QUALITY OVER PRODUCTION?