How we Approach Overall Quality: a Bureau Works Guide

 

Quality Governance at Bureau Works is Structured on the Pillars:

1) Detection

2) Analysis

3) Correction

4) Prevention

We have developed our proprietary Quality Management System (QMS) integrated with Bureau Works in order to facilitate mapping and correcting any issues:

1) Detection

Quality begins with our ability to pick-up on our mistakes.

The more willing we are to recognize shortcomings, the more we can grow and evolve.

We make it easy for people to flag quality issues by streamlining our QMS to the Zendesk Ticketing System we use to manage client communication.

We foster an environment where people feel safe flagging issues even if they feel personally accountable for that issue.

We encourage our people to report when in doubt. We would rather have false positives than no detection at all.
We focus on analytics and KPIs in order to spot deeper trends that can't be seen from the individual interactions.

In order to flag an issue in our QMS, click on "New Issue"

Fill out the three relevant fields "Client" "Order ID" and "Description":

 

2) Analysis

Every issue is carefully assessed. What happened? Why did it happen? How deep can we go from a root cause perspective? Open issues in our QMS will be flagged to management who will map out Root Cause and Corrective Actions.

At this stage, we are agnostic as to who caused the issue to happen. We care about the why's.

Our analysis seeks to produce a short, medium, and long term understanding of the issue so that we contextualize it within our evolution and trajectory.

We are open to finding uncomfortable conclusions.

 

3) Correction

At this stage, we focus on responsiveness and effectiveness.

Whatever the issue is, we want to address swiftly and effectively.

Our QMS allows us to attribute tasks with specific deliverables and dates to different team members so that it is straightforward for us to keep track of our performance regarding the correction of multiple issues t the same time.

Our QMS allows us to track multiple actions with multiple stakeholders and time frames.

4) Prevention

The preventive phase requires us to fully digest the issue. it requires perspective so that we are taking overall decisions that improve the overall company direction, not just limited to one situation or another but to an entire range of issues that require reflection over a given period in time. Our QMS is a vital part of this process allowing us to easily keep track of issues over the years.