 |
 |
|||||||
| ||||||||
Service Areas
 Quality Management helps ensure that what gets done is right the first time thereby avoiding unnecessary rework, cost overruns, and delays. At Clarus, Quality Management is comprised of Quality Control (QC) and Quality Assurance (QA) disciplines. Clarus specializes in the Independent Validation and Verification (IV&V) subset of Quality Assurance because independence is often the key to exceptional results. Clarus views Quality Control (QC) as a set of procedures designed to ensure that a product or service adheres to a defined set of quality criteria and meets the requirements of the customer. QC develops and defines specific criteria to measure, and then monitors those criteria to evaluate operational outputs. Clarus develops customized QC processes to identify and capture key performance indicators (KPI), incorporating statistically valid sampling techniques, surveys, weighted scorecard creation and calibration exercises, and metric reporting for agreed upon service levels. Clarus views Quality Assurance (QA) as an evaluation of the processes and procedures used, or needed, to produce products and services that meet specified requirements. Clarus assesses operational processes to identify control points or weaknesses, areas for improvement, inconsistent application of standards and agreed upon methodologies, and areas of unidentified risk. Independent Validation and Verification (IV&V) at Clarus means working closely with our clients as a QA provider helping them evaluate their vendor processes and deliverables. In this capacity, we evaluate vendor QC procedures and outputs, scoring methodologies, documentation of standards and reporting, and consistency across processes. Clarus develops defined engagement parameters with an agreed upon scope of work so that the client and vendor understand our role and the rules of engagement. Clarus provides independent and objective views into operations and system development methodologies. We perform IV&V services with various dotted-line reporting relationships to help ensure program objectives are effectively identified and that client and contractor perspectives are reflected. Each Clarus IV&V engagement has a Quality Assurance Surveillance Plan (QASP) which identifies our structure, scope, activities and methodologies, and reporting. We evaluate and support business operations and software development processes for effective delivery of agreed upon standards and products in the following areas: Business Operations Clarus provides Quality Management for business operations by performing operational and procedural audits, quality control assessments, process and performance reviews, performance monitoring, system functionality reviews, risk assessment and risk management, and management reporting evaluations. Within contact centers and their supporting back office operations we conduct reviews based on client priorities and areas of risk, contractual requirements, and processes with high customer impact levels. We ensure standards are appropriately defined and incorporated into the review process for all stakeholders. Using a methodology which assigns greater weights are applied to processes or errors that are service attainment critical Clarus creates focus on the errors that most impact the end consumer. Quality results are housed within customized databases so that trends can be identified and reported, and scorecard reporting can be customized for individual service agent or senior management consumption. Quality management reporting is timely and provides actionable feedback to processor or call agents that includes identification of the observed activity, what was correct and what could be improved upon in future efforts. Our quality feedback includes consideration for additional agent training, enhancements to the training curriculum, and recommendations for strengthening call scripts or operational processes and procedures. Whether creating or assessing quality management processes, Clarus helps ensure that clear standards are defined, documented, appropriately communicated, and reported. Our processes ensure root cause analysis data is available so that steps can be taken to identify problem spots and corrective action plans can be created and implemented preventing issues from re-occurring. Software Development Lifecycle (SDLC) For system implementations, change management, and enhancements Clarus conducts system testing and validation, executes the requirements traceability matrix, and provides software development process evaluations, helping to ensure agreed upon processes are followed and identifying areas to strengthen process weaknesses. Requirements We work with client management and system users to ensure that requirements are business function and end-user focused, technically detailed, and traceable. Our approach is to have requirements and testing resources working collaboratively during the requirements phase of the project which benefits the overall accuracy of the delivered product. Testing Clarus’s SDLC information system test activities begin with the test staff and client development teams working collaboratively to fully understand what applications (e.g., custom applications, processes, and workflows) were changed or created to implement the solution, and to understand the scope of the unit testing and the types of defects that may be identified and corrected. The methodology used is customized to support a specific business and project. Test preparation and execution steps include defining test plans and scripts, insuring testability and traceability, performance testing, and user acceptance testing (UAT). |
Have a question about the information on this page or any of our other services? Feel free to email us.
 Our Clients Include
|
||||||||||||||||||||||
|
|||||||
|