Developing a Quality Assurance Program for an Expansive Public Sector Organization 

An expansive, public sector organization found that many of the mistakes it made in disparate regions of the country and world were being repeated, often with disastrous effects.  Separate divisions within the organization developed their own systems for quality assurance, but their findings were not readily available to other functional areas and weren’t always shared with their own teams.

 

Synteractive designed a business process for a complex, enterprise-wide “lessons learned” system that compiled knowledge gained from job-related experiences for the purpose of improving the organization’s future performance. 

 

Using this system, organizational members can upload knowledge they acquired on the job to a system where it is vetted, using a complex set of workflows, by designated Gatekeepers, Subject Matter Experts, and Implementers within the organization.  Upon review of approved lessons by requisite parties, lessons are incorporated into organizational policy changes.

 

Lesson information published to the site can be classified and searched, thereby improving the transfer of valuable information.

 

Through the use of this system, experiential knowledge is rapidly shared across the organization.  Users no longer have to be in the same region, or members of a single team to benefit from lessons learned by other members of the organization.  This fluid transfer of information has increased the organization’s ability to reduce the repetition of detrimental blunders while implementing new policies based on problem solutions discovered through routine, day-to-day operations.