Quality is our number one priority at Wholesale Screening Solutions. Our Consumer Reporting Agency (CRA) customers expect that the research we deliver is accurate and reliable, every time. Our goal is that it must be perfect.
To achieve perfection in this industry is no small feat. But it’s what we are working toward through our Six Sigma approach.
We have written a lot about our approach to quality and our pursuit of perfection. Today, we want to take a moment to reflect on the state of our efforts midway through 2019.
Six Sigma in a Nutshell
Although the roots of Six Sigma date back to the late 1700s, it became mainstream in 1986 after engineer Bill Smith introduced the concept at Motorola. The goal of Six Sigma is to improve quality so that the number of defects in a given manufacturing or business process is so small that it is statistically insignificant. Under Six Sigma, that translates to 3.4 defects per million opportunities, meaning a process that’s 99.99966% free of defects.
Achieving Six Sigma requires a commitment by the entire organization and starts with strategically defining and measuring the processes of vital importance to the business. At Wholesale Screening Solutions, the key metric is the accuracy of our research.
How We Measure Up in 2019
We drive accuracy by focusing on three key pillars of quality: culture, training, and metrics. Our emphasis on culture means that attention to quality permeates all levels of our organization. It also means we are transparent with our customers. As such, every month we update the progress on our six quality benchmarks on our website.
As of the date of this post, here’s how we’re doing…
We have conducted more than 10 million record searches for our clients this year to date. They’ve run the gamut from local criminal records checks to federal records searches, using both hands-on research and our artificial intelligence tools.
We’re proud of our 99.9778% accuracy rate, and we continuously push to do better.
A “defect” is any type of failure in a product or process, or a failure to meet customer expectations. A defect could express itself as an error associated with criminal records research, employment validation, or other public records checks. For example, identifying the wrong person or omitting a jurisdiction from a search would be considered a defect.
We have a variety of systems in place to track defects, including customer reporting, internal audits, and self-reporting by researchers. We foster open communication and actively encourage defects to be brought forward so that we can put corrective actions and preventive measures in place.
Number: We’ve tracked 2,318 defects this year.
Per Million: That translates into 221.90 defects per million opportunities. Opportunities are the number of searches or times that information was collected for our CRA customers. Six Sigma sets a quality benchmark of no more than 3.4 defects per million opportunities, which means we have room for continued improvement.
Rate: This figure converts into a .0222% defect rate.
Sigma is the standard deviation between the process average and overall acceptable process limits. The higher the Sigma, the better the quality score.
With a current Sigma of 5.013%, we’re proud of our results, however, we won’t be truly satisfied until we hit our internal goal of 6 Sigma! That will put us at the coveted 99.99966% accuracy rate for which we strive.
Pushing for Continuous Improvement
Each month we update our current state of quality on our website and send it out to our customers and contacts via email. This level of transparency is uncommon in the screening industry, but we believe it’s the best way to demonstrate our commitment. We look forward to continuing to keep you informed.