IQA 2018 QA Basics September 11, 2018 Day 1 Workshop 1

Agenda QA Basics: Are you hitting all key aspects in your program? Prior to the Audit QA Cyclical Process Discussion on the QA process

QA Basics Initial Steps Before the audit/review Scope of the audit & audit strategy Who is involved: Internal Audit, Actuary/Science Teams Business input

QA Process

QA Process QA Cyclical Process Data sourcing File selection Implement Action Plans Improve Outcomes File Review Data sourcing File selection File review Root cause analysis & reporting Implement action plans Improve outcomes

Data Sourcing Comprehensive data File selection File review Root cause analysis & reporting Implement action plans Improve outcomes Implement Action Plans Improve Outcomes File Review Comprehensive data Accurate, complete, updated information from multiple sources Multiple systems HR files or spreadsheets for hierarchy Cleansing and normalizing the data

File Selection Sampling method Statistically valid and random Data sourcing File selection File review Root cause analysis & reporting Implement action plans Improve outcomes Implement Action Plans Improve Outcomes File Review Sampling method Statistically valid and random Varies by the type of audit Targeted Performance Assignment to the right person to review Jake

File Review Data sourcing File selection File review Root cause analysis & reporting Implement action plans Improve outcomes Implement Action Plans Improve Outcomes File Review Precise file measurement: Better understanding of files with multiple contributors Calibrate reviewers: Reviewer consistency across the organization Rebuttal / challenge processes Measure the QA staff accuracy

Root Cause Analysis & Reporting Data sourcing File selection File review Root cause analysis & reporting Implement action plans Improve outcomes Implement Action Plans Improve Outcomes File Review Root cause analysis What are the issues? How to highlight what is important Frequency Issues with financial impact

Implement Action Plans Implement action plans Development plans Data sourcing File selection File review Root cause analysis & reporting Implement action plans Improve outcomes Implement Action Plans Improve Outcomes File Review Implement action plans Development plans Performance analysis Progress tracking for people and organizations Follow up

Implement Action Plans Improve outcomes Data sourcing File selection File review Root cause analysis & reporting Implement action plans Improve outcomes Implement Action Plans Improve Outcomes File Review Improve outcomes Metrics that reflect improvement

Questions What ROI do you see as a results of QA?