Support Material

PABLO REFRESH QUALITY ASSURANCE

Pablo’s business has grown into a national chain of businesses. To maintain the standard he and Fabio worked hard to establish, he needs to introduce quality assurance procedures that will apply to all staff.

Here is a sample:

ADMINISTRATIVE PROCEDURES MANUAL

QUALITY ASSURANCE

Quality Assurance is one of the most critically important functions of "Pablo Refresh”. Its main objective is to improve the quality of the product and customer service being performed by manager and staff.

The information generated by Quality Assurance is used to:

• Improve staff knowledge of policy and procedure through ongoing feedback from clients/ customers.
• Provide input on problem areas for training and management action;
• Provide data for supervisors' use in preparing staff evaluations.

By fulfilling the objective of providing information, quickly and continuously, Quality Assurance has a tremendous impact on the overall quality of Pablo Refresh products, from the quality of the food provided to the level of customer-service.

MANAGEMENT RESPONSIBILITIES

Office supervisors and area managers have a key role in insuring the effectiveness of Quality Assurance in their respective areas. Staff selected for this role must be highly knowledgeable, mature, and objective in reaching decisions in their area of responsibility.

Any staff misunderstandings or lack of knowledge must be dealt with swiftly. The ultimate purpose, of course, is to assist staff in reducing the incidence of errors wherever possible, or identify areas needing clarification or revision in procedures.

PROCEDURES

Quality Assurance reviewers should be assigned to review staff & procedures. Quality Assurance reviewers may use the Case Review Guidelines booklet as a handy reference tool when completing Quality Assurance reviews. For each review done, the reviewer completes a Case Review Feedback sheet. At the end of the day, the feedback sheets are given to the supervisor of that department.

Supervisors will review these feedback sheets and give them to their staff for information and corrective action within two working days. .

Quality Assurance reviewers should be encouraged to discuss questions on procedures with staff to insure accurate information has been recorded.

File the feedback sheet in the case record once the case review and any corrective action is complete.

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