BURG will classify Non-Conformance Reports (NCRs) from Partners into two categories:
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Minor Issues:
- Non-client NCRs: Issues that do not affect the project budget.
- HIPAA breaches: Delivering PHI through unapproved channels.
- Late deliveries: Missed deadlines that do not impact the final project delivery.
- Failure to follow instructions: Not adhering to Project Managers’ (PMs’) directions.
- Poor communication: Rudeness or unprofessional behavior.
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Major Issues:
- Late deliveries: Causing client cancellations or discount requests.
- Poor quality: Resulting in client cancellations or discount requests.
- Client-affecting issues: Any issue that impacts the client and project budget due to the Partner’s error.
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Performance Thresholds:
- Partners with fewer than 10 projects in a one-month period: Probation after three NCRs.
- Partners with more than 10 projects in a one-month period: Probation if NCR rate exceeds 2%.
- NCR Rate (%) = (Number of NCRs / Total Number of Projects Completed in the Month).
- Partners with one or more major issues will be moved to probation.
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Probation Period:
- Partners will be placed on probation if they have one major issue, three minor issues, or an NCR rate exceeding 10%.
- To pass probation, Partners must complete the next three projects without any major or minor NCRs and maintain a passing quality score.
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Reimbursement:
- Partners must reimburse any costs associated with issues caused by a quality defect.
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HIPAA Compliance:
- If a Partner fails to follow instructions for delivering HIPAA projects for three consecutive projects over the previous three months, they will be marked as non-HIPAA compliant, and BURG will stop assigning them HIPAA-related projects.
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SCAR Reports:
- A Supplier Corrective Action Report (SCAR) will be requested for every Partner moved to probation and for projects where the BURG team deems it necessary. Partners will have a maximum of three working days to respond.
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Translation Projects Only:
- Additional Quality Assurance (QA): Partners with a 10% NCR rate for the last six months will be assigned only translation projects.
- Revisions will be performed by a third party, evaluating quality based on: Text Accuracy, Consistency, Country Standards, Language, Style, Terminology, Mistranslation.