Business Improvement Strategies

Knowledge Sharing and Improvement

• Systematize knowledge by creating detailed Standard Work procedures for all functions.
• "You can't be promoted if you can't be replaced" emphasizes the importance of documented processes.
• Change is seen as good and continuous improvement begins with the right mindset.

Problem Solving

• Problems are viewed as differences between desired and perceived states.
• Solving problems requires focusing on root causes, not just symptoms.
• Asking "who has a problem?" and "why?" are key questions to identify the root causes.

Customer Focus

• Prioritize understanding and empathizing with customers (internal and external).
• Customers are busy working in their business and often can't prioritize working on their business hence the need of focusing on that for them.

Regulatory Compliance

• Qsource is committed to compliance with all applicable federal, state, and local laws regarding employment practices.
• Companies must follow applicable laws, regulations, and industry standards.
• Qsource operates with integrity and compliance at the top of its agenda.

Internal Controls

• Effective internal control systems are crucial for safeguarding assets, preventing fraud, and ensuring reliable financial reporting.
• Controls include policies, procedures, and monitoring mechanisms built to mitigate risk and promote accountability.

Audits

• Audits are a normal part of Qsource's operations.
• Employees are expected to follow contract provisions, document work, bill accurately, and ensure quality and adherence to procedures for smooth audit processes.
• Qsource conducts compliance, financial, and year-end audits.
• Audits can be internal or external; announced or unannounced.
• Detailed procedures are available on the intranet.

Compliance Program

• Qsource's policy is to prevent, halt, and discipline unethical or unlawful behavior.
• A compliance program is in place: a Code of Business Conduct, an Organizational Conflict of Interest Policy, and an Employee Handbook.
• Employees are expected to demonstrate integrity, good judgment, and follow all laws, regulations, and contract provisions.

Compliance Reporting

• Qsource has a secure and confidential reporting platform for misconduct, policy violations, unethical behavior, regulatory non-compliance, fraud and illegal activities.
• Confidentiality of reports is maintained as much as possible within legal constraints.
• Anonymous reports are possible and will be investigated.
• Reports can be submitted through various channels: phone, online (FaceUpReport), mobile app (access code y3okvei8a0), or directly to the VP of HR & Compliance.
• The VP of HR and Compliance is the Compliance and HIPAA Officer handling reports.

Non-Retaliation and Whistleblower Protection

• Qsource prohibits retaliation against anyone reporting in good faith or participating in an investigation.
• Disciplinary action, up to and including termination, is possible for retaliation.
• Reports of potential retaliation should be directed to the Compliance Officer.
• The Whistleblower Protection Act protects employees from retaliation for reporting unsafe or illegal conditions.

Investigation and Follow-Up

• Reports will be acknowledged quickly (typically within three business days).
• Investigations are prompt, thorough, and objective.
• Outcomes, including corrective actions, will be communicated to the extent allowed by law.