Quality Control

Ensuring a Quality Client Experience (QCE)

The Northridge Group takes Quality Assurance very seriously. Our QCE process is a formal system with checks and balances during the project and third party validation of client satisfaction upon completion.  Participants in the process are inter-disciplinary and cross-functional.  It includes front line delivery team members as well as senior executives. 

The QCE is obtained and measured by following our standard, time-tested process on all client engagements:

• Regular status meetings:  For major projects, status meetings are scheduled weekly, bi-weekly or monthly depending on the scope and duration of an engagement.  Issues are identified and tracked and remain open until both the client and Northridge are satisfied with the resolution.
• Single Point of Contact:  Every Northridge account has a team assigned that is made up of both account management and service delivery team members.  A single point of contact is assigned and that person is required to have individual one-on-one meetings with key client stakeholders to seek feedback and input on areas of improvement.
• Your Service Partner:  A member of the senior management team is assigned to each client not only to ensure the quality of service but to serve as a contact for client executive sponsors. In partnership with the relationship manager, the sponsor participates in QCE meetings with the client executives.
• Senior management oversight:  During an active engagement, the senior manager and assigned project lead oversee the delivery team, conduct  weekly, bi-weekly or monthly (depending on scope and duration) QCE check meetings with the internal team and participate in the client status meetings.
• Third party QCE measurements:  Northridge engages an outside firm to provide a 360 degree view of our work and client relationships after each engagement.  This survey is the source of the data that shows Northridge’s 91% client re-engagement rate.
• Major account executive briefings:  an opportunity for the account team and the client team to update each other on business trends.  This serves as a forum to solicit ideas for Northridge to improve our service to clients.