Production Process
Our management approach is to consistently apply a system that, based on our experience, is effective in delivering scalable and repeatable high quality results.  

Our process involves transition, pilot testing, recruitment and training, production, documentation and quality control, project management and client coordination and feedback. The summary of steps are as follows:

• We assign a Project Manager to establish reporting lines and exchange contact information, including emergency numbers;
  
  
• We discuss the client’s requirements and determine scope, complexity, contract template, resources, and process modification to achieve targeted accuracy;
  
  
• Samples are performed based on the scope for further feedback, discussion of issues and conventions and final approval;
  
  
• Once approved, the client and our Project Manager will finalize and sign off on a project plan including scope, time-line, resources, delivery schedule and pricing;
  
  
• The Project Manager provides reports during different phases of the abstraction process to update the client and raise any issues, if any;
  
  
• Client modifications and feedback are coordinated with the Project Manager.

We take into consideration specific client requirements. This goes through a feedback process until both parties are fully satisfied.

Quality Assurance

Our Quality Compliance Protocol insures improvement at each stage of our process. Essentially, at least three different analysts will go through the deliverables before it is sent to the client.

After the initial abstract is completed, our editors conduct production-integrated checks and procedures, including 100% editing and verification. This initial review provides immediate feedback, resulting in improved quality at the production stage. Subsequently, a separate audit team conducts another 100% audit and verification.

We complement this with an in-house application tool which allows us to thoroughly measure and monitor each step of our process and generate real-time internal reports. At any time during the process, we can:

• Track the project’s progress
  
  
• Measure the quality of our deliverables
  
  
• Ensure proper compliance
  
  
• Identify process improvements
  
  
• Provide real-time feedback to help continually improve the productivity and expertise of our team
  
  
• Take immediate action to mitigate any issues or problems so they do not occur again
  
  

Human Resources

Our process starts by understanding client requirements and determining necessary skills.  Applicants then take pre-employment tests designed to measure targeted skills and work attitude tests to determine job and culture fit.  Each new applicant must pass our stringent training and development program, regardless of previous experience.  The training class also gives us extensive working experience with a candidate before they are allowed to work on client data. 

All employees are continuously assessed to ensure that they are meeting company standards. Our assessments are transparent, standards clear and our program is designed to inspire improvement and excellence in our organization. Monthly and yearly incentives are offered to those who exceed our standards. Promotions and rewards are based on performance and adherence to our client’s requirements, our company’s policies, processes and procedures. 

Our management style is simple; treat our team with respect and be professional in all our dealings.  

IT Support