Ana Monteiro is our Consultant and she belongs to the QSM Team.
In this interview, Ana explains her role in QSM, what QSM is and what its importance.
1 – What is QSM and how important is it?
Ana: Quality Service Management is a process that guarantees the quality of the projects. It has an obligation to know if everything is being done correctly and if there are any associated risks. The final goal is to present a service of excellence to the client and guarantee an extension or a new project.
It is extremely important that QSM is fulfilled in order to ensure that all goals are met, guarantee the quality of the deliverables and then have a Case Study that serves as a Marketing tool and brings more recognition to the work developed by Crossjoin.
2 – What’s your role in the process?
Ana: The QSM has the function of ensuring that all projects meet certain parameters. Every Monday, I make an extraction of the hours reported in Selfcare of all employees.
Then, with this information graphics are generated and I make the necessary alerts. Everything is then sent to the Delivery Manager (DM) and placed in Confluence. In addition, every month I publish a Dashboard of all the projects to know if everyone is compliant or not with the QSM and what is missing. After the presentation of this Dashboard, individual meetings are made with the DM’s to correct the situations marked as not compliant.
3 – QSM is based on 4 Pillars, right? Can you explain a little bit in general what it means and what it includes?
Ana: Yes, QSM is based on 4 pillars:
- Staff/Team is related to employee satisfaction with the project;
- Client is related to the client’s satisfaction for the service provided;
- Budget is about whether or not the project meets the budget allocated to it;
- QSM Compliance is related with the delivery of all the documents requested for good project management.
4 – An evaluation is made per project based on these pillars, right?
Ana: Yes, All these points are evaluated. This is a calculation made on an excel sheet that was purposely created for this and to accurately evaluate each project.
At the time, we were all with projects that took a lot of time and I think we were given some unnoticed details that were important for solving the challenges.
5 – Then you usually assign a color to each pillar. Ideally, everything would be green, right? Is this possible?
Ana: Yes, the green is possible! Right now, we have four DM’s in green. It only requires some effort and focuses from the DM’s to achieve it.
6 – Who has the responsibility of having the QSM in green? Is it the DM ?
Ana: It is the DM who has the responsibility to have the QSM in green. In some projects, the DM is dependent on other colleagues, however, all that is needed is a correct and clear message so that everything works as expected.
7 – Whenever a colleague is DM, responsible for a billable project, is told that he will have to respond to these 4 Pillars?
Ana: All DM’s are aware of what QSM requires of them. During the handover, we talk about some QSM deliverables so that there is a commitment from both parties. Later on, an individual meeting is held with the DMs to explain and clarify doubts about the process.
8 – One of the criteria to be QSM Compliance are the Case Studies, should the DM check if it is possible to conduct case studies on a particular project?
Ana: During the project’s Handover, that is a mandatory question. At that point, it is defined whether or not that project will have a Case Study at the end.
9 – Where can we find more information about QSM?
Ana: You can check all the details about the QSM at confluence.
10 – Do you want to say anything else about QSM?
Ana: I think the most important thing has been said, I just want to reinforce that it is a very important management process that guarantees the quality of the service provided, in order to improve its quality in the future, identify problems and correct them to increase customer satisfaction.
Thank you, Ana Monteiro.
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