Draper Aden Associates - Quality Control

Quality Control

Approach to a Quality Environment

In the process of delivering a quality product, we have recognized that the process of improvement is never complete. As we grow, challenges to the Quality Control program continually occur. Whether it is new staff, new software programs, or new electronic work production methods, the systems we have established to ensure quality must evolve to keep pace.

With that in mind, what kind of job are we doing delivering quality projects? Who better to ask than our clients! The following table summarizes the findings of our 2004 Exceptional Client Service survey. While the results are certainly respectable, we must continually fine tune our systems to improve performance.

Client Service Indicators *Our clients determined that Draper Aden Associates Employees:*	2004 Score*
1. Show an understanding of their needs	8.60
2. Provide friendly and courteous service	9.28
3. Are helpful, knowledgeable and prepared	8.79
4. Answer questions satisfactorily	8.62
5. Answer questions promptly	8.61
6. Listen attentively to client concerns	8.82
7. Inform client of project’s progress	8.43
8. Deliver project on schedule	8.39
9. Accomplish project scope within expected fee	8.59
*Our clients also determined:*
10. The overall quality of our finished product	8.72
Total Average Score * A score of 1 was poor and 10 was excellent	8.69

Client Service Indicators *Our clients told us:*	2004 Percentage Score
We met their needs or solved their problem	98%
They will do business with us again	97%
They would recommend us to others	97%

The goal of Draper Aden’s quality program is to, “Provide our clients greater satisfaction with personnel, services and products and, in the process bolster the firm’s reputation”. Over the past 3 years, we have sent surveys to over 1000 clients soliciting feedback on our service. The feedback provides the basis for our annual Project Management training and facilitates some fine tuning of our quality program. One aspect of project management that overlaps with our quality program is how well we communicate with our clients. Clients tell us that our Monthly Progress Reports are an excellent tool to keep them easily and efficiently up-to-date. These routine reports outline the work accomplished and identify such things as, what information we may still need from others, unusual issues that may need to be addressed, anticipated completion date, billings to date, etc. The summary is often used by our clients to keep others informed.

When people talk about “Quality”, most equate it to the final product. The Draper Aden approach is somewhat more encompassing as we think of quality as the entire experience for the client.