Collector - October 2020 - 22

"Agencies face a choice
of whether they want
their CMS to evolve
proactively through
industry innovation so
they can begin to define
and drive their quality
assurance, or reactively
through increased
regulatory requirements,
letting regulatory bodies
continue to define
their CMS."
22

confirm productivity in departments that have
not been typically under the line of sight for
compliance and quality assurance.

THE STRATEGIC PLAN:
WHERE TO BEGIN
There are two common ways for
agencies to prioritize their expansion of
compliance and quality assurance into
other areas and departments:
*	 By areas and processes that are the least
efficient or have the most recurring or
longstanding non-conforming or client
issues (these could also be key risk
indicators (KRIs); or
*	 By production or engagement key
performance indicators (KPIs).
Prioritizing a quality assurance
expansion adds value by improving the
efficiency of as many departments and
areas as possible. This is often measured
by the areas that have the most recurring
or longstanding issues. For organizations

that have implemented ACA's Blueprint
Quality Management System, these
are the departments that have the
most nonconformities, continuous
improvements or client issues.
Getting an outside perspective on
such issues can shine new light on an
area or find a more efficient way of
accomplishing the goal, particularly if the
"checker" is not hampered by "this is the
way we've always done it" blinders. When
the checker works in compliance or
quality assurance, they are looking for the
most effective, efficient and compliant
way to accomplish the goal.
The other way to add value is to focus
on the key production or consumer
engagement KPIs to ensure they are
running as efficiently as possible. Most
agencies prioritize the KPIs they use to
measure the company's performance and
profitability. Using quality assurance and
compliance controls on processes and

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Collector - October 2020

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