Quality Assurance vs Quality Control
- Call Center, Communication, Customer Service
- BY Eddie
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Assurance and control are the two main factors in quality management. These are both aspects that should be of utmost importance to in any company. Adhesion to these two aspects is even more critical in companies dealing with the public. Quality is king. Always has been, and always will be. You can find high quantities
Assurance and control are the two main factors in quality management. These are both aspects that should be of utmost importance to in any company. Adhesion to these two aspects is even more critical in companies dealing with the public. Quality is king. Always has been, and always will be. You can find high quantities of many things. Think about buying something in a large amount. No matter what it is, you will always be expecting less quality that you would if you paid for a lower amount. Quantity over quality is even more valid when it comes to paying a set amount. This article is going to look at the difference between assurance and control and how they will benefit your company.
Here are the steps that you must follow:
- Decide what your standards are.
- Determine the extent of control needed.
- Collect real data for analysis.
- Take corrective action.
Quality Assurance (QA)
How do you reach your desired outcome? The best way is through the use of Quality assurance. Also, the process must be the correct one for the result that you wish. As I pointed out above, quality is king. It is something that all customers are wanting. Call centers are no different in this respect. You can have thousands of operatives waiting for your call. They can even answer you in a millisecond, but if there is no quality to that quantity, then what use is it?
The Definition of Quality Assurance is This:
A set of well designed, highly organized activities that are set out in an easy to follow manner to produce the highest quality possible. As a result, QA is a pro-active approach that can take years to perfect. Assurance focuses on every step of a set-out process to ensure that from the beginning, right through to the end of that process is as efficient and effective as possible given a set of defined parameters. Above all, the concept of assurance is for the protection against defects in a process.
Defined parameters are all subjective, and can be anything from what quality the customer expects, to the time frame that they expect it in, and anything in between that may affect it. When our primary focus here is customer service, it is the customer that is the primary subjective parameter. Their initial contact is where it starts, and the resolution of their issue is where it ends. Everything between those two points is also an individual. However, this raises the question of how do you complete quality assurance and the training that goes along with it when there are so many ways that a customer can react?
Quality Control (QC)
Quality control is in place to continuously improve quality assurance. Therefore, through a set of predetermined techniques and procedures, you can identify and resolve identified flaws in the system. Consequently, QC is in place to seek out the continuous improvement of QA. QC implementation is critical in every step of QA. QA implementation, in turn, needs to be in every step of the process of production.
The Definition of Quality Control is This:
Quality control (QC) is a procedure, or set of processes, intended to ensure that a manufactured product or performed service adheres to a defined set of quality criteria or meets the requirements of the client or customer.
Quality Assurance and Quality Control Differences
There is a clear difference between QA and QC. Control is a proactive approach to getting the result to the standards required. However, assurance is a reactive approach to things that may have gone wrong. For instance: It is a QC issue to find out when a followed process has gone wrong, and the outcome was not satisfactory. Then it would be best if you altered the QA processes to stop the same consequences from happening again.
- QA focuses on the process with a prevention system, while QC focuses on the product or outcome with a corrective system.
- It is the staffs’ responsibility to assure quality. However, it is a line function to control assurance of quality.
- The design stage of any function should include implementation of assurance into all steps, whereas all of the steps should be monitored and controlled.
The Quality Assurance and Control Link
Quality Assurance and Quality Control must go hand in hand. If you have one without the other, you will still have issues. Let’s take a look at why.
Assurance Without Control
Perhaps you have taken a long time to set out the best process for doing what your company needs to do. You have it all right. However, as I explained earlier, there are a lot of variables in quality. So what happens when something goes wrong? You have no system for changing the initial process. Therefore, you will continue to have the same problem time and time again.
Control Without Assurance
When you have no process of assurance, the tables turn. As I have already said: Quality control is in place to continuously improve quality assurance. Therefore, if you have nothing to control, you will be continuously firefighting.
Quality Assurance vs. Quality Control – Conclusion
You may have been reading this article thinking: “where does this fit into customer services in call centers?” Firstly, there is an absolute requirement for both QA and QA within every provided service. Here at Call Criteria, we have rigorous standards and procedures to ensure quality. We give continuous training to improve quality assurance. Furthermore, we monitor all of our staff to enable accurate quality control.
Contact us here to find out how our assurances and controls can help your business thrive in the modern world.