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Quality Audit

Lavanya R

16 Apr, 2023 - Updated 1 month ago

Introduction

Quality Audit is the systematic monitoring process of an organization’s quality. An internal or external quality auditor or audit team typically carries out a quality audit.

Quality Audit helps you track an organization’s standards and procedures on a timely basis. It helps you identify potential risks and take necessary precautions well in advance.

In this article, you can learn to:

Create, customize, and publish questions anytime.
Easily upload embedded videos and images for sections.
Assign maximum score for questions.
Review answers for questions submitted by auditors.
Allot scores to answers for exercises or quizzes submitted by auditors.
Generate Forms for each template.

Benefits

Vtiger CRM Quality Audit helps you in:

Identifying potential issues early.
Identifying areas (or risks) where improvements need to be made.
Improving the overall effectiveness of the organization
Identifying if the final product is fit for use and meets customer requirements.
Avoiding lawsuits by ensuring that the organization meets all legal/regulatory needs.

Feature Availability

Click here for the availability of the Quality Audit feature for different editions of Vtiger CRM.

Key Terminology

Field Name	Description
Audit	The examination or inspection of a company’s accounts.
Auditor	An auditor is an authorized person appointed by a company to review their accounts and ensure it is as per tax laws.
Recurrence	A repetition of something that has happened already.

Overview Process

Let us see how this process works with the help of a process diagram.

Quality Audit Modules

The Quality Audit module consists of the following:

Audit Templates

They are pre-built audits that serve as starting points for building audits. This is customizable as per the organization’s requirements.

Audit Template Details:

Assigned To: This field indicates the owner of the audit template.
Start Date: This field selects the start date of the audit.
Recurrence fields: To specify when the generation of audit forms is to happen.
1. Frequency:
  1. Daily
  2. Weekly
  3. Monthly
  4. Yearly
  5. Manual (If selected, no audit form will be generated(may be opted for the purpose of later usage
2. Repeat
  1. For example, Frequency: If Daily is selected, Repeat can be Once every 1 day/2 days/3 days.
  2. Once in 2 days= On alternate days, the audit form will be generated.
    - Number of Recurrences: The occurrence number can be selected.
    - Until: Automatically updates based on set Start Date and frequency

Load conditions from: It is the filter consisting of all the Organization's list
- Both shared and private lists:
- If any list is selected, the conditions will be auto-updated.
- The conditions can be modified(added, edited, or deleted).

Select Auditor:
- If a User is selected in this field, the audit form will be assigned to the same user.
- If a Group is selected in this field, the audit forms will be assigned to users in the group based on the Round Robin assignment.
- For example: If there are ten organizations and two users in a group, 10 audit forms will be generated; five forms will be assigned to each user.

Questions:

In the Questions section, five types of questions can be added by drag and drop operation:
- Radio button
- Checkbox
- Dropdown
- Rating and Agree/Disagree
For each section, criteria are added
- If the ‘Is Critical’ checkbox is enabled, the earned score(after answering the questions in the app) should satisfy the score condition mentioned.
- The audit form will fail if any of the critical sections fail.
- Mandatory checkbox: If enabled, the auditor must answer the question; If not enabled, the question can be skipped answering.
- Max Section Score: It will be auto-calculated. It is the sum of all the highest scores in the questions.
- Min Section Score: It will be auto-calculated. It is the sum of all the least scores in the questions.
- Max Audit Score: The sum of all the Maximum Section Score
  - If the condition is given, the earned score should satisfy it for the audit form to pass
- Min Audit Score: The sum of all the Minimum Section Score
  - If the condition is given, the earned score should satisfy it for the audit form to pass.

Actions:
- For each option: Comment, Image, and Video can be added
- If selected(by clicking on it), the action becomes mandatory in the app.
- Internal Ticket: If selected in the template, the Internal Ticket will be raised and will be assigned to the Organization owner for that option, i.e., if the auditor chooses the same option from the app, the Internal Ticket will be raised.

Audit Form: They are auto-generated records where you can see the questions and answers

The responses given by the auditor from the app will be shown in the Answers section.
Status field:
- New: When the audit form is generated, the status of the audit form will be New in the module.
- In Progress: When the auditor opens the audit form in the app, the status in the module updates to ‘In Progress
- Completed: When the auditor submits, the status in the module will be updated to ‘Completed’
Audit Status field: Will be auto-updated
- Passed: When all the critical sections(if any) pass, and the earned score satisfies the ‘Audit Total Score’ condition(if given).
- Failed: When any of the critical sections fail or if the earned score does not satisfy the ‘Audit Total Score’ condition.

Scheduler: QA Templates cron job of frequency 24 hours is added.

When the cron runs, audit forms will be generated.

Internal Tickets: Will be generated and assigned to the organization owner to resolve any unsatisfied functioning
- If the Internal Ticket icon is enabled in any of the options in the template.
- If the auditor answers with the same option from the app, the Internal Ticket will be raised.
- In the generated Internal Ticket record
  - Assigned To: is the Organization owner
  - Source: QA FORMS
  - Employee and Created By fields: will be the user who audited the form.
  - Internal Ticket title: will comprise of the organization name+date+question(to which the Internal Ticket is raised).
In the generated Internal Ticket record, the audit form details(Audit Form name, Question, Answer), and the added comment, image, and video from the app will be added in the Activity section.

The purpose of audit insights is to identify and discuss common recurring issues, shortcomings, and good practice examples, identified through our financial statement and performance audit work. Audit Insights consists of the following:

Audit History: This will show the history of audits conducted.
Auditor Activity: This chart shows the Total Audits by the auditor as per the template.
Outlet Best Performance: This chart displays the top 10 Organizations with the highest Total Audit Score as per the template.
Internal Tasks Progress: Gives the Internal Tickets count as per the selected template, which is in Assigned(Blue indication), Open(Black indication), or Resolved(Green indication) statuses.
Outlet Activity: This chart shows the Total Audits conducted for the organization as per the template.
Outlet Poor Performance: This chart displays the 10 Organizations with the least Total Audit Score as per the template.

Accessing Quality Audit

Follow these steps to access the Quality Audit module:

Login to the CRM.
Go to the Main menu.
Go to the Service desk.
Select Quality Audit.

You have now successfully accessed the Quality Audit module in Vtiger CRM.

Creating Audit Templates
Step 1: Adding Audit Template details
Follow these steps to create an Audit Template: (All fields marked with an asterisk are mandatory).

Log in to CRM.
Go to the Main Menu.
Go to the Service Desk.
Click Audit Templates.

Click +Add Audit Template on the top right. The Audit Template form opens.

Add the following information in the Basic Information window
1. Audit Name - Add the name of the Audit Template.
2. Assigned To - Add the instructor or administrator’s name.
3. Start Date - Select the date you want to start the template.
  1. You can click on the calendar icon to select the date.
4. Frequency - Select the frequency of the Audit Templates. You can select the Daily, Weekly, Monthly, Yearly, and Manual.
5. Repeat- If you want users to repeat a course, select the repetition frequency. You can repeat the occurrence of a template once every 30 days.
6. Number of Recurrences - You can choose the Number of recurrences based on your requirement.
7. Until - Based on the start date and frequency, the date in this field will be fixed.
8. Conditions -
  1. Select any list of Load conditions.
  2. Conditions will be auto-picked.
  3. Give any conditions manually if you want to include a filter further.
9. Select Auditor - You can select the auditor from the drop-down.
10. Go To Questions
  1. Click Add Section.
  2. Add Section Title.
  3. Choose Greater than or less than from the drop-down.
  4. Enter the value in the box. Select the Critical check box.
  5. Select the following Question type - Radio Button, Checkbox, Rating, Agree/Disagree from the left and drag and drop below the section title.
  6. Type the question in the Question field.
  7. Click +Add Option to add sub-options For example, If the Radio button is selected, you can add other options for No and Maybe.
  8. Click the icons beside the option fields to enable them.
  9. The icons - Comment, Image, and Video can be enabled:
  10. Select the value in the box available next to the icons.
  11. Select the Internal Ticket icon to raise Internal Tickets.
  12. Enter the Audit Total Score condition. (Optional)
  13. Click Save.

Note: If the icon is enabled, action will be mandatory.

Note: This is a Template. Forms are auto-generated and relevant to the audit that you're conducting.

Accessing Audit Forms

Follow these steps to access the Quality Forms:

Go to the Main Menu.
Go to the Service desk.
Go to Quality Audit.
Select Audit Forms.

Note: Audit forms are auto-generated when the cron runs. You don’t have the option to add Audit Forms. The questions and answers added to the template will be available in the Forms.

Accessing Quality Insights

The purpose of audit insights is to identify and discuss common recurring issues, shortcomings, and good practice examples, identified through our financial statement and performance audit work.

Follow these steps to access Quality Insights:

Login to the CRM.
Go to the Main Menu.
Go to the Service Desk.
Go to Quality Audit.
Select Audit Insights.
Select the Group.
Select Auditors from the drop-down.
Select the Template from the drop-down.
Select the date range from the drop-down.

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