Steadfast addresses the notion of quality in terms of the obligation to produce results and the obligation to be accountable.
The Quality Assurance Plan (QAP) accounts for the customer’s specific requirements and for the steps taken by Steadfast to maintain the quality of its services at the highest level.
Roles of the Quality Assurance Plan (QAP)
-Identification and definition of the customer’s needs;
– Detailed description of services to be provided;
– Identification of each participant’s roles and responsibilities;
– Description of operational procedures;
– Establishment of minimum performance thresholds;
– Establishment of compensation penalties in case of underperformance or non-performance;
– Continuous management and improvement of quality.
The Quality Assurance Plan (QAP) is created during the precontractual and is written in three stages:
1. General Service Agreement
2. Service Level Agreement
3. Compensation Penalties
The General Service Agreement represents the first guarantee offered to the customer.
This contract, executed between both parties, constitutes a written commitment by Steadfast that binds the company to provide all the services it is proposing in a systematic and predictable manner.
This formalization of procedures is a way to ensure:
– The greatest satisfaction to its customer.
– A maximum level of performance of services by Steadfast.
The primary elements contained in the General Service Agreement are:
– Scope and type of services to be rendered
– Each participant’s roles and responsibilities
– Organizational chart
– Minimum responsibility of the employees
– Policy on punctuality and diligence
– Availability and accessibility of the services
– Order procedures
– Documentation of time and invoicing
– Payment terms
– Social responsibility
Steadfast believes that managing performance is essential to good governance.
By identifying the customer’s objectives and assessing the progress achieved, Steadfast’s performance management dynamic leaves room for ongoing improvement of its processes and, therefore, allows the company to reach an optimal performance level.
Steadfast also leaves ample room for formulating performance indicators and dashboards.
Steadfast acknowledges the specifications of its customer. Its performance indicators enable customers to:
– Evaluate Steadfast’s compliance with the Quality Assurance Plan (QAP).
– Objectively measure the level of quality of services provided by Steadfast.
A reference value is associated with each indicator; this value is agreed upon between the parties and is updated periodically.
– Processing of regular orders
– Processing of urgent orders
– Processing of late arrivals
– Processing of absences
– Processing of defections
Other examples of indicators
– Average response time for routine calls
– Average response time for urgent calls
– Success rate for regular orders
– Success rate for urgent orders
– Incident resolution time
– Average time to correct absences
– Absenteeism rate
– Satisfaction of the manager
– Satisfaction of the employees
– Others (by request)
In case of underperformance or non-performance, the compensation penalty is intended to serve as additional contractual security for the customer.
It permits the imposition of sanctions for:
– A delay in the performance of a service.
– Total non-performance of a service.
In fact, the non-fulfillment of the values stipulated in the Service Level Agreement results in the sanction, i.e. in the payment of penalties by Steadfast to its customer.
In practical terms, this means, therefore, that the customer can call for a reduction of the price owed or can request payment of an indemnity if Steadfast inadequately carries out an obligation.
The setting of the penalty’s values and amounts is discussed between the parties during the precontractual period and is evaluated on a flat-rate basis.