Quality At Ascend One

1. Ascend One’s customers included in our Quality Management System (QMS) are:

Consumers enrolled on a DMP or CareOne DSP

CCA’s we service

Creditors

All of the above

The Customers included in our Quality Management System (QMS) are our Primary Customers = consumers enrolled in a DMP (CareOne and CCA) or CareOne DSP and our CCA business partners, and our Secondary Customers= Creditors. Our QMS excludes P&A and customers of P&A.

Explanation

The Customers included in our Quality Management System (QMS) are our Primary Customers = consumers enrolled in a DMP (CareOne and CCA) or CareOne DSP and our CCA business partners, and our Secondary Customers= Creditors. Our QMS excludes P&A and customers of P&A.

2. ISO is:

An acronym for "Independent Servicing Organization" a.k.a. CCA’s

A series of standards used internationally to develop a Quality Management System that establishes the processes needed to ensure customer satisfaction and continuous improvement

Another name for our Quality Statement

All of the above

Ascend One’s Quality Management System (QMS) has been certified to ISO 9001 standards since 2001 and we have continued to expand our scope over the years as we have grown. The scope of Ascend One’s QMS encompasses the core processes that impact the provision of credit counseling, and enrollment and servicing of CareOne Debt Management Program (DMP) and Debt Settlement Program (DSP) clients. Additionally, it includes the core processes impacting the performance and support of the credit counseling agencies serviced by Amerix.

Explanation

Ascend One’s Quality Management System (QMS) has been certified to ISO 9001 standards since 2001 and we have continued to expand our scope over the years as we have grown. The scope of Ascend One’s QMS encompasses the core processes that impact the provision of credit counseling, and enrollment and servicing of CareOne Debt Management Program (DMP) and Debt Settlement Program (DSP) clients. Additionally, it includes the core processes impacting the performance and support of the credit counseling agencies serviced by Amerix.

3. The statement “We Are Committed To Providing The Best Possible Experience To Our Clients While Continually Improving The Level Of Service We Deliver.” is:

Ascend One’s Quality Statement

Something I learned in Orientation

Ascend One’s Mission Statement

All of the above

This is Ascend One’s Quality Statement and each of us should feel comfortable reciting it. After all, it’s what we focus on every day and, as a reminder, it can also be found on Vibe under the Ascend tab!

Explanation

This is Ascend One’s Quality Statement and each of us should feel comfortable reciting it. After all, it’s what we focus on every day and, as a reminder, it can also be found on Vibe under the Ascend tab!

4. It is important to print out and keep frequently used SOP’s, Call Guides And Job Aids at my workstation so that they are easily accessible:

True

False

SOP’s, Call Guides and Job Aids should never be printed. As processes, policies and systems change so do our reference tools and we want to make sure we are consistently providing the right information. Always access these tools from Vibe.

Explanation

SOP’s, Call Guides and Job Aids should never be printed. As processes, policies and systems change so do our reference tools and we want to make sure we are consistently providing the right information. Always access these tools from Vibe.

5. Our 2010 Strategic Priorities can be found on Vibe under:

Cafe tab

Collaborate tab

Connect tab

Ascend tab

All of the above

- Our 2010 Strategic Priorities can be found under the Ascend tab in Vibe. Just look under the “Featured” Column and click the link! If you have questions about our priorities or would like to learn more, just ask your Manager.

Explanation

- Our 2010 Strategic Priorities can be found under the Ascend tab in Vibe. Just look under the “Featured” Column and click the link! If you have questions about our priorities or would like to learn more, just ask your Manager.

6. The ISO Re-registration Audit is coming:

In March

And I better know the Quality Statement!

And the auditor is likely to ask is “What is your Quality Statement?”

To confirm that we meet the ISO 9001:2008 standards for a Quality Management System

All of the above

The given correct answer for this question is "All of the above". This means that the ISO Re-registration Audit is coming in March, and it is important to know the Quality Statement for the auditor's likely question. This is to ensure that the company meets the ISO 9001:2008 standards for a Quality Management System.

Explanation

The given correct answer for this question is "All of the above". This means that the ISO Re-registration Audit is coming in March, and it is important to know the Quality Statement for the auditor's likely question. This is to ensure that the company meets the ISO 9001:2008 standards for a Quality Management System.

7. "National Deferred Success Fee Model" and "Public Relations And Public Policy" are:

Two of our nations top priorities under the current Administration

Two of Ascend One’s Strategic Priorities for 2010

Two things that differentiate CareOne’s DMP from other CCA’s

All of the above

These are two of the eight Ascend One Strategic Priorities for the year. The National Deferred Success Fee Model for Debt Settlement will allow us to align our focus with customer value creation as well as align our performance management and creditor relations. For Public Relations and Public Policy, we expect a very active year on the federal and state level for both debt management and settlement legislation and regulations; our public relations initiatives will also keep us busy in the media!

Explanation

These are two of the eight Ascend One Strategic Priorities for the year. The National Deferred Success Fee Model for Debt Settlement will allow us to align our focus with customer value creation as well as align our performance management and creditor relations. For Public Relations and Public Policy, we expect a very active year on the federal and state level for both debt management and settlement legislation and regulations; our public relations initiatives will also keep us busy in the media!