Quality Programme Unit
The Quality Programme Unit (QPU) is the team at FSCS responsible for carrying out independent appraisals aimed at checking and verifying the Scheme's standard of quality and improving its effectiveness through sound internal control.
QPU's main function is to perform quality assurance reviews of work done by the various claims processing teams. This is primarily achieved by reviewing a sample of each team's claims files.
QPU's activities are designed to provide assurance that policies, procedures and rules are being correctly followed and that management decisions are based on accurate information. Each file that is reviewed by QPU is given a quality grading, and any issues noted during the review are discussed with relevant members of staff. If a material error is discovered, steps will be taken to correct it.
Claims Managers, the Chief Executive and the Audit Committee are all provided with regular reports setting out how each of the claims teams is doing.
Other activities
QPU is also involved in the delivery of the internal audit programme with Deloitte, FSCS' internal auditors. During the financial year 2004/05 this included audits of our data protection and storage procedures; treasury management, processing of compensation payments and general ledger; manpower planning; case management process flow; the work of QPU; auditing of third party claim handlers (Insurance); and IT project implementation.
