QFD Base

This is the base of QFD. While not technically an addon, there are responsibilities and information similar to implementing an addon documented below.

Benefits of using this Addon

QFD is an end to end case management system for fraud and disputes. The application provides functionality for recovery, communication, accounting, multi channel intake and the ability to enable dozens of integration and automation addons.

What does it replace?

QFD replaces existing processes and tools for managing fraud and disputes both in the front office (during accountholder calls, branch walk ins, mobile and online access, etc..) and the back office (investigation, communication and resolution procedures).

What phase is this recommended in?

This will always be implemented in the first phase.

How long from phase kickoff can this be implemented?

Base QFD can typically be implemented almost immediately upon kickoff. Addons may take longer and have additional dependencies.

Who is responsible for what to implement this addon? What information is required to implement this addon?

Quavo Responsibilities	Make a configured QFD application available to the client within one week of phase kickoff using client configuration process. Work with client to understand all options presented during configuration process Once all addon development is completed, work with the client to understand and accept the developed system Deploy the finalized application to production and work with client during any pilot and ramp up periods
Client Responsibilities	Work with Quavo to a configured QFD application available by providing specifications gathered during client configuration process at phase kickoff. Some examples of details: Company legal name, phone number, etc.. (for communication content) Thresholds for auto pay, velocity checks, etc.. Settings for communication settings (who can change addresses during case filing) Options for intake questionnaire and card maintenance questions Available transaction types, issued cards Work routing preferences Once all addon development is completed, work with the client to understand and accept the developed system. This process should take no more than two weeks and additional fees may apply if user acceptance testing extends beyond this timeframe Use the finalized application once deployed to production and work with Quavo during any pilot and ramp up periods. This process should take no more than one month and additional fees may apply if the go live period extends beyond this timeframe
Third Party Responsibilities

What does a timeline look like for implementing this addon?

	Weeks to completion/Responsibility mapping
Party	Kickoff	1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16
Quavo	1											2	2	3	3	3	3
Client	1											2	2	3	3	3	3

How is pricing determined?

Metric	Description
Disputed Transaction	A charge applies per disputed transaction, regardless of the number of claims (groups of transactions) filed, users in the system, etc..

What success criteria should be met prior to going live?

Prior to going live, users should familiarize themselves with the application and begin to produce training material and procedures pertinent to their organization. All phase addons should have development complete and success criteria met prior to going live.

Any best practices for implementation or things to know after going live?

Monitor workbasket volume closely and make sure user profiles are configured to pull work appropriately. Managers should familiarize themselves with out of box reports and develop ways to make sure work is flowing through the system in a timely manner.