Quality Control

Relevant Links

Quality Control Reporting

Asana Boards:

• QC Maintenance Team

• System: Add New Quality Control Measures

• Stride Wish List "Improve Quality Control"

• Back Office Support Services (BOSS) "Quality Control Support" 

Spreadsheets:

• 1. QC Audit Log 

  2. Feedback Monitoring Sheet

Delivery

Daily Tasks:

1. AL have daily Asana task to review daily errors.

2. Objective: Address errors promptly to resolve most before MEC starts.

MEC Process:

1. MEC Steps Involving QC Review:

   • AL QBO File Review

   • FP Review and Approve

2. MEC Goal:

   • All errors should be resolved or have an active Asana task for resolution by the end of MEC.

Backlog & New QC Measures

1. Backlog New Entries:

   • Source: Items are added to the backlog as wish list items by any team member in the company.

   • The items added to Stride Wish List "Improve Quality Control" section, will automatically appear in QC Backlog

   • The Product Owner reviews each entry and assigns priority:

     • Existing Measures: Determine if current measures already achieve the desired outcome, if yes, then archive

     • Backlog Duplication: Check if the item is already present in the backlog, if yes, then archive

     • Prioritization:

       • Strategic Alignment: How well the item aligns with overall company goals.

       • Urgency and Impact: The immediate need and potential impact of the item.

       • Return on Investment (ROI): Assessment of the expected benefits vs. the cost involved.

       • Leverage WoG and get votes

       • Efficiency in QC Reporting: Striving to keep QC reporting streamlined and avoiding it being oversaturated with measures (the more measures there are the higher the risk of items being overlooked, and the more time the delivery will need to dedicate)

       • Impact / Effort analysis for final decision

       • Maybe we do not need another QC measure, but need to add/update QA step in our SA? (See QC vs QA section below

2. QC Measure implementation:

1. • Process: During QC sprints, items in the backlog are converted into QC measures.

   • Process: Use database to create a rules engine for analysis.

     1. Reviewed, Ready to Create: Product Owner

     2. Document Requirements: Product Owner

     3. Create QC Measure and Document Training Manual: Product Owner & Software Development Team member

     4. QA the QC Measure: Product Managers

     5. Deploy: Add to QC report;Train & Update Miles & Guru; Announce in Google Chat: Product Owner and Product Managers

Workflow of QC Managers

Daily QC BS/PNL Audit Log

QC Reporting only shows current errors, and it does not show historical data.

Solution: daily logs:

1. • Team copies and pastes daily reports into the QC Audit Log Spreadsheet

   • This process enables backtracking and reviewing past errors, identify client and account trends over time, etc

Weekly Updates:

Product Managers post weekly updates on QC Maintenance Team asana board in the following format:

Weekly BS & PL Metrics Overview (as of MMMM DD, YYYY)

1. Total Errors Overview: X total errors this week, it is a X-item increase/decrease from last week. Primary issues are centered around "BS - Error #1 (Negative Asset or Liability Accounts)", particularly in XXX type accounts.

2. Major Contributors to Errors:

   1. Client A: XX errors, in XXX Error" *insert task for POD review*

   2. Client B: XX errors, in XXX Error" *insert task for POD review*

   3. Client C: XX errors, in XXX Error" *insert task for POD review*

3. Stubborn Stragglers Spotlight: (add any updates on what improvement/work in progress on addressing clients in this category) Example: Clients like Client X, Client Y continue to have unresolved errors in various accounts, here are the task *insert tasks* that team is working on.

For detailed error breakdown and specific account issues, refer to the attached charts and full report.

BOSS Board Owner

This individual is assigned to a task automatically after it is added to the Back Office Support Services (BOSS) "Quality Control Support" Their responsibilities include:

1. Reviewing team submissions to identify errors in the QC reporting.

   1. Examples of errors to look out for:

   2. Discrepancies between the QC report and QBO (QuickBooks Online).

   3. Failure of the QC filtering to exclude certain transactions or accounts.

   4. The QC report not functioning as expected.

2. Gathering any additional information they believe will be needed to resolve the issue.

3. Summarizing the problem and proposing possible solutions.

4. Capture information in the Feedback Monitoring Sheet

5. Reassigning the task to Product Owner a once the summary and potential solutions are provided.

Workflow of QC Owner

Weekly Review Process:

1. QC Audit Log Review:

   • Purpose: To assess and understand new errors recorded during the week.

   • Process: The QC Owner reviews the QC audit log, where QC managers document all newly identified errors.

   • Outcome: Identification of error trends and potential areas for improvement in QC processes.

2. QC Feedback Monitoring Sheet Review:

   • Purpose: To evaluate feedback from delivery

   • Process: Review of the QC Feedback Monitoring Sheet, where QC managers note items submitted to BOSS (Back Office Support System) by the delivery team.

   • Key Aspects:

     • Flaw Identification: Identifying possible flaws in the QC system.

     • Escalation Needs: Determining if there's a need for escalation based on the feedback.

   • Outcome: Enhanced understanding of QC system efficacy and areas needing attention.

3. Weekly QC Managers Reporting:

   • Purpose: To get an overview of the week's QC activities and insights.

   • Process: Review of reports submitted by QC managers outlining their activities, findings, and challenges.

   • Outcome: A comprehensive view of the QC team's weekly performance and issues.

4. Weekly Update Preparation:

   • Content:

     • Main Issues Identified: Summarize the key issues identified by the QC team.

     • Current Actions: Outline actions currently being taken to address these issues.

   • Outcome: Ensuring transparency and awareness of QC challenges and responses among stakeholders.

5. Attend weekly "Product Maintenance Team Meeting"



BI-WEEKLY:

• Provide an update on Finance Partner (FP)/Advisor - Weekly call 



MONTHLY:

• Provide an update during AHM call ( You will be tagged on the AHM slide a few days before the call)

• MEC Reporting Review:

  1. • Timing: In the 3rd week of the month.

     • Goal: Ensure the QC report has minimal errors by month-end.

     • Action: Assign action items to Product Managers for error resolution with delivery team.

QC vs QA

Quality Control (QC):

• Nature: Reactive.

• Function: Identifies existing errors using QC Reporting.

• Process:

  • Daily and Month-End Close (MEC) review by pods.

  • Product team audits and ensures timely issue resolution.

• Relation to QA: Reflects the effectiveness of QA.

Quality Assurance (QA):

• Nature: Proactive.

• Function: Integrated into deliverables to prevent errors.

• Example: Steps like "Process Reimbursables: Perform Internal QA Review" in Miles.

• Goal: Establish processes to avoid errors.

Key Insight:

• QC focuses on identifying and correcting errors.

• QA is about setting up processes to prevent errors.

• Our Quality control is a reflection of effectiveness of our Quality Assurance

• So whenever we see errors on the QC report, it means there is a breakdown in QA

Trouble Shooting

• Update Frequency: Reports refresh every 12 hours, so any corrections made now, wont be reflcted on the QC immediately

• Guru Cards: For measure details, refer to the relevant Guru Card.

• Detail and Logic: Check this section for table setup insights.

• Filter Testing: Copy the QC Measure table to "Work in Progress" to experiment with filters when it doubt

• Reach out to Software Engineering team member for support

Daily: GL: Error #5 - Bills with No Payee

The owner of this QC Metrics will review this error report on a weekly basis.

Here's the checklist that will serve as a guide in resolving the errors:

1. QC owner to export the QC Report - Daily: GL: Error #5 - Bills with no Payee

2. Validate if the items tagged as with errors in the report don't have payee in QBO

3. Identify the reasons why it has no payee

4. Communicate the errors to the respective pods thru Asana task and assign to AL

5. AL should resolve the errors depending on the root cause

   1. If payee is an existing customer - create a new profile of that customer under vendor type using the same name but adding (V) after the customer's name to make it unique. For ex: If ABC is an existing customer, then create a vendor profile with a name ABC(V)

   2. If transaction is under suspense item - confirm the details from the client and update the payee field once provided. ( Moving forward, this should not be included in the error list as QC team believe that this is not an error. It's just that information is not yet available that's why there is no payee yet, but will be updated once provided by client)

   3. If transactions are CC and expensify related - check the memo/description field if payee name was identified and update the payee field to reflect the correct vendor, if not, communicate to the client for payee's name

   4. If payee is a new vendor and not yet in the record - please create one

   5. If Accounts payable is handled by client, instead of Stride, AL should coordinate it to the client so they can update it.

6. Once task was completed by AL, QC owner will revisit the system to confirm all errors were resolved

Daily: BS: Error #3 Negative Bank Account Balances

The owner of this QC Metrics will review this error report on a weekly basis.

Here's the checklist that will serve as a guide in resolving the errors:

1. The owner should Export the QC Report - Daily: BS: Error #3 Negative Bank Account Balances

2. Validate the report. The list of BS accounts with negative balances should match with QBO records.

3. Identify if there are contra asset account that were included in the list. ( This should not be treated as an error, since a contra asset account has a normal negative balance)

4. Notify AL thru Asana task with regards to the identified errors for them to resolve.

5. If the negative balance is payroll related, AL should reach out to PR team for assistance.

6. Once AL completed the task, the owner should check the QBO to review the balance sheet as well as the QC report to confirm that all errors were addressed.

BS Error # 1: Negative Asset or Liability Accounts

The owner of this QC Metrics will review this error report on a weekly basis.

Here's the checklist that will serve as a guide in addressing the flagged accounts:

1. (AL) Review the QC Report for your clients

   1. BS Error # 1: Negative Asset or Liability Accounts (Daily)

   2. BS Error #1: Negative Asset or Liability Accounts (MEC)

2. (AL) Validate the report. The list of BS accounts with negative balances should match with QBO records.

3. (AL) if the error is invalid or is an "exception" please communicate it to QC team using BOSS board

4. (QC team) Update feedback monitoring sheet based from item #3 and provide the best action needed.

5. (AL) Resolve all valid errors

   1. (AL) Create an asana task for yourself to root-cause and resolve the error

   2. (AL) For payroll-related accounts, direct the errors to PR Team for assistance

   3. (AL) For errors requiring clarification, discuss with FP

6. (AL) Revisit the QC report to ensure that all errors were accounted and resolved.