FHS Data Usage Guide

The FHS Data Usage Guide outlines efficient and practical usage of the FareHarbor Sites Checks data in the FH Sites AT base.

This document answers the following questions:

1. Who owns the responsibility for interpreting quality data on FHS
2. How the data will be interpreted
3. How the findings will be reported to FHS management
4. When and how FHS will take action to address significant findings

Who owns the responsibility for interpreting quality data?

As a group, they will:

• Conduct bi-weekly check audits according to the FHS quality Auditing doc (Team Leads)
• Compile quarterly summarized quality data in Airtable Interfaces and spreadsheets (Trainer)
• Lead a quarterly debrief meeting with management (Trainer)
• Address report/checks form feedback quarterly (Group)
• Schedule training project kickoff meetings, if needed (Group)

How will the quality data be interpreted?

The FHS quality owner(s) will begin compiling data from the All First Round Checks – Quality Metrics, All Live Round Checks – Quality Metrics, and SEO Check Metrics views of the FH Sites base Checks table roughly two and a half months after the beginning of each quarter.

The data collected includes the number of checks completed that quarter, persons assigned to each role in the website build (PC/PM, WCS/WD, SEO), usage frequency of each FRC and LRC check form option, and PC/PM check accuracy as scored by Team Leads according to the FHS Quality Auditing doc.

The FHS quality checkers will compare global feedback frequency against the following criteria:

1. Minor: 40% of sites checked that quarter or 40 unique sites at minimum.
2. Moderate: 20% of sites checked that quarter or 20 unique sites at minimum.
3. Major: 10% of sites checked that quarter or 10 unique sites at minimum.

When feedback frequency passes the threshold matching that criterion’s ranking, the FHS quality checkers will examine which WCS/WD built the affected sites to determine if the frequency is individual or group-based.

• Individual issues are when a single contributor holds more than a quarter of feedback frequency.
• Group issues are when no single contributor holds more than a quarter of feedback frequency.

Within a week, the FHS quality checkers will produce:

1. A spreadsheet that compares the current quarter to previous quarters:
   1. The number of checks completed for the quarter, by category (First, Live, and SEO)
   2. The frequency of each check criterion, expressed as a percentage of sites checked and the number of unique sites tagged with the feedback
   3. Emphasis on criteria that passed threshold frequency
2. An Airtable Interface grid for each over-threshold criterion in each checks category (First, Live, SEO)
   1. The number of sites affected by the criteria
   2. The ranking of the criteria
   3. Links to airtable records of each check
3. A meeting agenda

How will findings be reported to FHS management?

Once the data interpretation is finished, the FHS quality checkers will host a closed meeting to share findings. Each meeting will share the following agenda:

1. Revisit the previous quarter’s findings
2. Report current quarter’s findings
3. Discuss factors contributing to current quarter over-threshold criteria
4. Record strikes for any persistent over-threshold criteria
5. Assign action items and schedule follow up meetings as needed

When and how will significant issues be addressed?

During the meeting mentioned above, FHS quality checkers will discuss the potential factors (skill, knowledge, motivation, external, etc) that contribute to the issue.

After meeting with FHS quality checkers, action items are assigned depending on the consistency of the over-threshold criteria. There are several levels of intervention:

1. First quarter over threshold: Trainers recommend a simple meeting or acknowledgement of the issue with the group/individual identified from reporting.
2. Second quarter over threshold: Trainers recommend a job aid or “simple” resource (help doc, flowchart, worksheet, etc).
3. Third quarter over threshold: Trainers recommend an in-depth solution (process re-evaluation, presentation, training simulation, eLearning module, etc).

The ideal turnaround for action items is within the next quarter of identifying the issue, if possible and unless stated otherwise.

What is involved in training team projects about persistent issues?

1. The training team will schedule a project kickoff meeting with the appropriate manager.
2. Project kickoff meetings may last between 30 minutes to 2 hours depending on the request.
3. Managers should bring a (high-achieving) team member that regularly completes the job task in question, referred to as a Subject Matter Expert (SME).
4. The training team will have a worksheet prepared to detail and assign action items to themselves, the manager, and the SME.
   1. Manager/SME action items may include gathering knowledge resources (slides, help docs, personal job aids, etc), reviewing scripts and storyboards, testing practice activities and simulations, or identifying other team members who could be assigned action items.