{"id":99,"date":"2019-03-18T16:15:13","date_gmt":"2019-03-18T16:15:13","guid":{"rendered":"https:\/\/dhp.co.uk\/?page_id=99"},"modified":"2020-05-28T15:46:26","modified_gmt":"2020-05-28T15:46:26","slug":"quality","status":"publish","type":"page","link":"https:\/\/dhp.co.uk\/software\/quality\/","title":{"rendered":"Quality"},"content":{"rendered":"\n\t<h2>Quality<\/h2>\n\t<p>Fully integrated and automated Quality Control (QC) and Quality Sampling standards system<\/p>\n<h4>\n\t\tMD Perspective\n\t<\/h4>\n\t<p>\u201cFoundation for the business to sustain and drive for continuous improvement\u201d<\/p>\n\t<p>Following Nexus implementation, an external audit review was undertaken to assess sustainability. Desired outcomes were achieved with a positive and improved rating sign-off. The Nexus system and framework were acknowledged as providing the foundation for the business to sustain and drive for continuous improvement.<\/p>\n<p>Managing Director &#8211; Capita Pensions Administration<\/p>\n\t<p>Nexus offers a bespoke, customisable set of quality checklists linked to process, task and business requirement.<\/p>\n\t<h3>Nexus &#8211; Quality<\/h3>\n\t<p>Nexus is the only Work Management system with a fully integrated and automated Quality Control (QC) and Quality Sampling standards system.<\/p>\n<p>Quality Checking is set to each staff member skill level, by specific task Quality Sampling is determined by the risk appetite and sampling % set to each task\/process and identified with a built-in algorithm, where staff with fully competent skills have completed work<\/p>\n<p>Nexus provides fully integrated task and process-specific checklists, and generates quality reporting by process, task, person or attribute, and rework items. Nexus also captures error reporting on tasks that have the requirement for immediate authorisation where error tracking and feedback is rarely recorded.<\/p>\n<p>Nexus offers a bespoke, customisable set of quality checklists linked to process, task and business requirement. It provides a unique and extensive MI drill-down by process, person and error attribute that gives a rich insight into processes, operations and risk of failure.<\/p>\n<p>MI reporting at autonomy level is also available for Underwriting, Claims and Actuarial functions.<\/p>\n<p>Nexus provides a comprehensive audit reporting function which has been developed and used by compliance and internal audit operations.<\/p>\n\t<h3>Key Features<\/h3>\n\t<ul>\n<li>Bespoke and customisable quality checklists<\/li>\n<li>Fully automated and integrated quality control checking<\/li>\n<li>Quality, risk losses and complaints MI, anchored to BPI and RCA frameworks<\/li>\n<li>Fully integrated and fully-customisable task and process-specific checklists<\/li>\n<li>Customise task and process checklist in line with company Quality Framework<\/li>\n<li>Quality <\/li>\n<\/ul>\n\t<h3>Key Benefits<\/h3>\n\t<ul>\n<li>Gain clarity, consistency and visibility of workload and workforce<\/li>\n<li>Quickly identify skills or process deficits as well as areas for improvement<\/li>\n<li>Real-time information enables team managers to take corrective action quickly<\/li>\n<li>Quality score reporting enables your team managers to identify quality root cause issues associated with both tasks and individuals<\/li>\n<li>Quality control feedback encourages individual accountability for all tasks<\/li>\n<li>Increase quality standards and ensure all work that is completed is high-quality<\/li>\n<li>Regular Quality feedback encourages and enables customer service representatives to deliver excellent customer service at every customer touchpoint<\/li>\n<\/ul>\n\t<img decoding=\"async\" src=\"https:\/\/fast.wistia.com\/embed\/medias\/omrpe8ajxh\/swatch\" alt=\"\" onload=\"this.parentNode.style.opacity=1;\" \/>\n\t<h3>Nexus &#8211; The System<\/h3>\n\t<h3>Download the Nexus Quality PDF<\/h3>\n\t<a href=\"#\" id=\"trigger-\" data-modal=\"\" data-node=\"\">\n\t\t\t\t\t\t\tDownload PDF\n\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\tPreview\n\t\t\tmodal-\n\t\t\t\t\t\t\t\t\t\t<h2>Download PDF<\/h2>\n\t\t\t\t\t\t\t\t\t\t\t\n<h3>\n\t\tMore Tools in Our Software Suite\n\t<\/h3>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/software\/work-management-software\/\" title=\"Work Management Software\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tWork Management Software\n\t\t<\/a>\n\t<\/h4>\n\t<p>Acts as the Automatic Call Distributor for the back-office, with a comprehensive real-time reporting suite, end-to-end customer experience, performance tracking and insight.<\/p>\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/software\/work-management-software\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/software\/omni-channel\/\" title=\"Omni-Channel\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tOmni-Channel\n\t\t<\/a>\n\t<\/h4>\n\t<p>Captures a real time single view of all work from all sources including telephones, social media, text, websites, email and scanned white mail and line of business where integrated.<\/p>\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/software\/omni-channel\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/software\/reporting-analytics\/\" title=\"Reporting &amp; Analytics\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tReporting &amp; Analytics\n\t\t<\/a>\n\t<\/h4>\n\t<p>Powerful and extensive MI suite with a clear visual dashboard representation of data. Access a single view of historic, real-time and predictive operational performance reporting metrics.<\/p>\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/software\/reporting-analytics\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/software\/quality\/\" title=\"Quality\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tQuality\n\t\t<\/a>\n\t<\/h4>\n\t<p>A fully integrated risk-based quality assurance suite that provides visibility and enables control. Quickly identify skills and process deficits to ensure consistent quality assurance and service excellence.<\/p>\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/software\/quality\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/software\/capacity-planning\/\" title=\"Capacity Planning\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tCapacity Planning\n\t\t<\/a>\n\t<\/h4>\n\tNexus Capacity Planning has been designed to enable managers to scenario plan in a consistent and effective way for optimal use of resources in line with future demand.<br \/>\n&nbsp;\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/software\/capacity-planning\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/software\/end-to-end-customer-experience\/\" title=\"End-to-End Customer Experience\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tEnd-to-End Customer Experience\n\t\t<\/a>\n\t<\/h4>\n\tTrack end-to-end customer journey, identify priority process cycle times and touchpoints through unique measurement, then optimise and improve the experience of your customers.<br \/>\n&nbsp;\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/software\/end-to-end-customer-experience\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/software\/training-competence\/\" title=\"Training &amp; Competence\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tTraining &amp; Competence\n\t\t<\/a>\n\t<\/h4>\n\t<p>Holds all your training and regulatory compliance information in one place to prevent compliance breaches with timely training and testing, documentary evidence storage, diary activities and flexible exception reporting.<\/p>\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/software\/training-competence\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/software\/blended-contact-centre\/\" title=\"Blended Contact Centre\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tBlended Contact Centre\n\t\t<\/a>\n\t<\/h4>\n\tForecasting, scheduling and planning for blended back and front office operations.<br \/>\n&nbsp;<br \/>\n&nbsp;<br \/>\n&nbsp;\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/software\/blended-contact-centre\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/software\/activity-based-costing\/\" title=\"Activity-Based Costing\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tActivity-Based Costing\n\t\t<\/a>\n\t<\/h4>\n\tQuickly and easily identify the big cost bases in your operation. Compare, benchmark and safely reduce costs without destroying value.<br \/>\n&nbsp;<br \/>\n&nbsp;\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/software\/activity-based-costing\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/software\/integration\/\" title=\"Integration\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tIntegration\n\t\t<\/a>\n\t<\/h4>\n\tNexus complements your existing systems and is low-risk. It is designed to be implemented quickly and easily adopted.<br \/>\n&nbsp;<br \/>\n&nbsp;<br \/>\n&nbsp;\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/software\/integration\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/software\/business-processing-re-engineering-tools\/\" title=\"Business Processing Tools\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tBusiness Processing Tools\n\t\t<\/a>\n\t<\/h4>\n\t<p>Reduce risk and improve quality on complex, multi-stage tasks that require high skills and knowledge. Reduce errors, compliance and regulatory issues. Save time and improve service delivery to create a better experience for your customers.<\/p>\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/software\/business-processing-re-engineering-tools\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/method\/\" title=\"Implementation\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tImplementation\n\t\t<\/a>\n\t<\/h4>\n\t<p>During implementation, we embed the behaviours and operational frameworks required to enable leaders to unlock operational efficiencies, improve the overall customer experience and achieve sustainable profitable growth.<\/p>\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/method\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/software\/work-management-software\/\" title=\"Work Management Software\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tWork Management Software\n\t\t<\/a>\n\t<\/h4>\n\tActs as the Automatic Call Distributor for the back-office, with a comprehensive real-time reporting suite, end-to-end customer experience, performance tracking and insight.<br \/>\n&nbsp;\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/software\/work-management-software\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/software\/omni-channel\/\" title=\"Omni-Channel\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tOmni-Channel\n\t\t<\/a>\n\t<\/h4>\n\t<p>Captures a real time single view of all work from all sources including telephones, social media, text, websites, email and scanned white mail and line of business where integrated.<\/p>\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/software\/omni-channel\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/software\/reporting-analytics\/\" title=\"Reporting &amp; Analytics\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tReporting &amp; Analytics\n\t\t<\/a>\n\t<\/h4>\n\t<p>Powerful and extensive MI suite with a clear visual dashboard representation of data. Access a single view of historic, real-time and predictive operational performance reporting metrics.<\/p>\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/software\/reporting-analytics\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/software\/quality\/\" title=\"Quality\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tQuality\n\t\t<\/a>\n\t<\/h4>\n\t<p>A fully integrated risk-based quality assurance suite that provides visibility and enables control. Quickly identify skills and process deficits to ensure consistent quality assurance and service excellence.<\/p>\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/software\/quality\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/software\/capacity-planning\/\" title=\"Capacity Planning\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tCapacity Planning\n\t\t<\/a>\n\t<\/h4>\n\t<p>Nexus Capacity Planning has been designed to enable managers to scenario plan in a consistent and effective way for optimal use of resources in line with future demand.<\/p>\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/software\/capacity-planning\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/software\/end-to-end-customer-experience\/\" title=\"End-to-End Customer Experience\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tEnd-to-End Customer Experience\n\t\t<\/a>\n\t<\/h4>\n\t<p>Track end-to-end customer journey, identify priority process cycle times and touchpoints through unique measurement, then optimise and improve the experience of your customers.<\/p>\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/software\/end-to-end-customer-experience\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/software\/training-competence\/\" title=\"Training &amp; Competence\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tTraining &amp; Competence\n\t\t<\/a>\n\t<\/h4>\n\t<p>Holds all your training and regulatory compliance information in one place to prevent compliance breaches with timely training and testing, documentary evidence storage, diary activities and flexible exception reporting.<\/p>\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/software\/training-competence\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/software\/blended-contact-centre\/\" title=\"Blended Contact Centre\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tBlended Contact Centre\n\t\t<\/a>\n\t<\/h4>\n\tForecasting, scheduling and planning for blended back and front office operations.<br \/>\n&nbsp;<br \/>\n&nbsp;<br \/>\n&nbsp;<br \/>\n&nbsp;\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/software\/blended-contact-centre\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/software\/activity-based-costing\/\" title=\"Activity-Based Costing\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tActivity-Based Costing\n\t\t<\/a>\n\t<\/h4>\n\t<p>Quickly and easily identify the big cost bases in your operation. Compare, benchmark and safely reduce costs without destroying value.<\/p>\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/software\/activity-based-costing\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/software\/integration\/\" title=\"Integration\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tIntegration\n\t\t<\/a>\n\t<\/h4>\n\t<p>Nexus complements your existing systems and is low-risk. It is designed to be implemented quickly and easily adopted.<\/p>\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/software\/integration\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/software\/business-processing-re-engineering-tools\/\" title=\"Business Processing Tools\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tBusiness Processing Tools\n\t\t<\/a>\n\t<\/h4>\n\t<p>Reduce risk and improve quality on complex, multi-stage tasks that require high skills and knowledge. Reduce errors, compliance and regulatory issues. Save time and improve service delivery to create a better experience for your customers.<\/p>\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/software\/business-processing-re-engineering-tools\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n<h4>\n\t\t<a href=\"https:\/\/dhp.co.uk\/method\/\" title=\"Implementation\" target=\"_self\" rel=\"noopener noreferrer\">\n\t\tImplementation\n\t\t<\/a>\n\t<\/h4>\n\t<p>During implementation, we embed the behaviours and operational frameworks required to enable leaders to unlock operational efficiencies, improve the overall customer experience and achieve sustainable profitable growth.<\/p>\n\t\t\t<a href=\"https:\/\/dhp.co.uk\/method\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n","protected":false},"excerpt":{"rendered":"<p>Quality Fully integrated and automated Quality Control (QC) and Quality Sampling standards system MD Perspective \u201cFoundation for the business to sustain and drive for continuous improvement\u201d Following Nexus implementation, an [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":421,"parent":13,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""}},"footnotes":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.9 (Yoast SEO v22.4) - 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