Brainwave-VI Quality Contest

Question Paper

Important Notes:

 Answer all questions.

 Do not copy others answer(s) or let anyone copy your answer(s) as this will ensure your exit from the
contest.

 Do not attach question paper with your answer sheet(s) ; you are required to provide only your A4 answer
sheet(s) duly stapled/ tagged.

 Write your name, ID, and process name on the answer sheet(s).

 Please write your answers in legible hand writing/ printouts to avoid any deduction of marks.

1. What factors would you maintain to deliver quality output every day in your process? Provide 5 bulleted points
(30 marks).

Answer: Speech Scripts.

Training Sessions.

Daily monitoring of agents personal scorecards.

Meet target levels.

Internal competition.

One o one session

2. Discuss a Quality Management tool of your choice. How would you want to use it for improving any segment
in your process? (Restrict your answer to a maximum of 100 words) (30 marks).

Answer: Check Sheet - A check sheet is a structured, prepared form for collecting and analyzing data. This is a
generic tool that can be adapted for a wide variety of purposes.

When to Use a Check Sheet

 When data can be observed and collected repeatedly by the same person or at the same location.
 When collecting data on the frequency or patterns of events, problems, defects, defect location, defect
causes, etc.
 When collecting data from a production process.

Check Sheet Procedure

1. Decide what event or problem will be observed. Develop operational definitions.

 2. Decide when data will be collected and for how long.
3. Design the form. Set it up so that data can be recorded simply by making check marks or Xs or similar
symbols and so that data do not have to be recopied for analysis.
4. Label all spaces on the form.
5. Test the check sheet for a short trial period to be sure it collects the appropriate data and is easy to use.
6. Each time the targeted event or problem occurs, record data on the check sheet.

How will I implement this in my process?

I would like to prepare a check sheet for every individual agent work in my process that includes the problems or
faults generally occurs while working. That description helps us to identify the key area of working where we have
to work upon. For example –

The figure below shows a check sheet used to collect data on telephone interruptions. The tick marks were added as
data was collected over several weeks.

Check Sheet Example

3. Write a story from your own experience that reflects a quality culture and/ or quality practices and/ or some
quality event. Limit your answer to one side of a single A4 sheet (40 marks).

Answer: My English was not so good even while speaking with customers I felt that I am not been even able to
deliver the script clearly. I decided to write the script at least twice a day. When I reach my home after my office I
start doing the same even I figure out the specific words which generally I was not able to speak clearly. After 15
days I observed that there was great changing in my speaking capabilities. As I am in domestic process these issues
were generally suffer with my colleagues also. I suggested them to do that so. Seriously most of my colleague now
can speak their scripts without even looking at, this way I thought I tried to improve the working and speaking
quality of my process.

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