This was a term that was coined by my QA manager recently, when we were both brainstorming on including a process improvement division in the department. It just sounded right to me. So how did we get to this point?
Just recently, I had a long discussion with my boss regarding the endless possibilities of the QA department in the company. It felt I had to conduct a Quality 101 seminar. We both stared at the white board and were looking into an empty box. He said, “You are here to help me put some meaning into that box and call it other than quality.” At first, I was confused and thought, “Why would he want to call it other than what it is?” I then realized he couldn’t see beyond call monitoring.
So there I was, explaining that Quality was enormous and it was composed of several pieces. For the call center industry, it was basically call monitoring but this was just the first step amongst the several ones that come right after it. He then understood.
Therefore a division is about to be born and it’s something that the business needs at this point. Quality is continuous improvement and part of it is to re-engineer processes to ensure we have a customer service philosophy and therefore gain customer satisfaction. I’m not only talking about our external clients but most importantly within the organization.
I’m part of that journey and we call it Central Quality.
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