Research QA Errors

An OSS Quality Assurance (QA) auditor reviews supplier records in OAKS FIN for accuracy - both new suppliers and updates made to existing supplier information.

To ensure accuracy based on the procedures documented in "The Source," QA objectively audits a random sample of both:

• At least 10% of daily supplier transactions (excluding EFT requests) processed per associate
• 100% of daily volume of EFT requests processed per associate
• Quality targets are outlined in the Partnership Agreement.  Errors detected by the QA audit may affect an individual or team rating.

When the OSS Quality Assurance (QA) team identifies an error in a supplier record using OAKS FIN and the SO Tracker, an e-mail is sent to the associate that completed the SO transaction. The e-mail identifies the QA Request ID that references the information used to generate the e-mail.

• All quality audits will use "The Source" and any variance from stated procedures may result in an error.

• Refer to the "Completing the SO Audit" topic in the QA procedures to review steps that are taken by QA in their audit.

• If an error is received and accepted, a correction to the supplier record must be made at that time. If error goes through dispute panel, based on findings, correction must be made to the supplier record.

1. Click the "View XXXX_ALL" link within the e-mail.
   •  The number contained in this link will vary with the Request ID that was analyzed by QA. For example - the link in the image is "View 5960 All."
2. The error detail page displays.

3. All errors identified by the QA associate are labeled ERROR.
4. Open the SO TrackerSO Tracker.

   

    

5. Follow steps 1 through 4 of "Searching the Supplier Operations Tracker."
6. Click the applicable Document URLDocument URL in the Tracker when the Request ID is found.

   

    

7. Access OAKS FIN as shown in "Accessing the OAKS Supplier Operations Module" to review the error.
8. Search for the supplier record as shown in the "Reviewing Supplier Information" topic.
9. Click the Identifying InformationIdentifying Information tab on the supplier record.

    

   

    

10. Click herehere for instructions on reviewing the attached documents.
    1. Click the AttachmentsAttachments link.

       

        

       • The Supplier Attachment page displays.

    2. Click the desired files for review.

     

11. Respond to the error notification within two business days with an acceptance or dispute.

    1. Click Edit ItemEdit Item.

       

        

    2. Click either "Accept Error" or "Dispute Error" on the Supplier Tracker/QA Information pageSupplier Tracker/QA Information page.

       

        

       • If the error is being disputed:

       • • Enter comment in the Associate / Coach Comments field to justify the dispute.

         • • References to "The Source" must be included.

         • A review of QA error disputes is conducted by a panel of associates and exempt staff at OSS.

         • The Supplier Operations dispute panel representative delivers the results of the decision to the associate.