Regulatory Changes in Mortgage Servicing and the Importance of a Sound Quality Control Program

Quality in a Service Organization

Business Process Management

QUALITY

Process Management Compliant Policies and Procedures Quality Assurance and Quality Control

Human Capital Management Learning Content and Management Employee Skill Development and Performance Monitoring Human Resource Planning

Business Intelligence Data Visualization

Actionable Intelligence

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Structure of a Quality Control System

This is where you can add disclaimer notes about the data being represented in the chart.

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Template Based System

Templates are utilized to capture repeating patterns occurring in a certain process. Template instances are utilized to map the template to a particular business scenario. Templates in QC systems:

Data Import Templates Audit Templates Sampling Templates Workflow Templates

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Typical Audit Workflow

1. Audit 2. Audit QC 3. Challenge

4. Response
5. Arbitration

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Sampling

Sampling is concerned with the selection of a subset of individuals from within a population to estimate characteristics of the whole population. Probabilistic vs. Non-Probabilistic Sampling. Sampling Bias is when a sample is collected in such a way that some members of the intended population are less likely to be included than others. It results in a biased sample, a non-random sample[1] of a population (or non-human factors) in which all individuals, or instances, were not equally likely to have been selected.[2] If this is not accounted for, results can be erroneously attributed to the phenomenon under study rather than to the method of sampling. Sampling Types
Simple random sampling Systematic sampling Stratified sampling Probability proportional to size sampling Cluster sampling Quota sampling Convenience sampling or Accidental Sampling Line-intercept sampling Panel sampling

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Assignment

Assignment There are a number of auditors and a number of tasks. Any auditor can be

assigned to perform any task, incurring some cost that may vary depending on the agenttask assignment. It is required to perform all tasks by assigning exactly one auditor to each task in such a way that the total cost of the assignment is minimized.

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