quality is in the eye of the beholder - part 1

Quality is in the Eye of the Beholder

Silvia Avary-SilveiraVeriSign Inc.

VeriSign Inc.• 15 years old

• 1billion revenue

• Main products:– Manages .com, .net, .tv, .jobs, .name– SSL Certificates and Secured Seal

What is Quality?

According to the Merriam-Webster's Dictionary:

“Quality is a degree of excellence, a distinguishing attribute or an acquired skill”

Quality?

Linguistic Quality

• Difficult to define or measure

• Subjective

• Can change depending on who you ask

VeriSign Approach to Quality

• Key measurements:– Linguistic quality scorecards– Deliverable turnaround time– # of complaints

Even though we are not measuring it yet, vendor responsiveness is important to us and it can affect how we view the quality of the service being provided.

Quality Scorecards Output

• Overall vendor perfomance

• Project level

• Language level

• Quality comparison among vendors

Client Review

Web Page Development

We are not there yet…

Quality starts at the source!

Quality?

THANK YOU!

Silvia Avary-Silveirassilveira@verisign.com