What is a Quality Inspection?
A Quality Inspection is a structured way to evaluate the quality of service at a Service Site. It lets you digitize your quality assurance process and connect inspections with the scheduling, inventory, reporting, and issue management workflows already used in One Big Green.
Instead of relying on paper checklists, spreadsheets, or informal observations, you can define a consistent set of criteria, schedule inspections as part of your operational work, and keep the results in OBG.
How Quality Inspections are structured
Quality Inspections are set up in the Back Office in the Quality inspection planner section. The section has two tabs: Planner and Criteria.
The Criteria tab is where you define what should be assessed during an inspection. Criteria can be organized into themed blocks, such as Beauty, Health, or Customer service. You can then add individual criteria within each block.
Themed blocks group related quality checks together.
Individual criteria define the specific things the inspector should assess.
Each criterion can be scored from 1 to 5.
A criterion can also be left unscored when it is not applicable or does not need to be assessed.
This structure lets you create an inspection framework that reflects the aspects of service quality that matter most to your company.
How Quality Inspection scoring works
During the inspection, each applicable criterion is given a score from 1 to 5.
If a criterion is not applicable or does not need to be assessed, it can be left unscored.
Once the inspection is complete, One Big Green automatically calculates the overall site score as the average of the scored criteria.
Unscored criteria are not included in the calculation.
Only criteria that have a score are included in the overall calculation.
Unscored criteria do not lower or increase the site score.
The overall score therefore reflects the average result of the criteria that were actually assessed.
For example, if an inspection has five criteria and four are scored 5, 4, 4, and 3 while one is left unscored, the overall site score is based on the four scored criteria, not all five criteria.
The Quality Inspection workflow
A Quality Inspection moves through a straightforward workflow from setup to scheduling, field assessment, and reporting.
1. Set up the inspection criteria
In the Criteria tab of the Quality inspection planner section, create the themed blocks and individual criteria that inspectors will use to assess service quality.
2. Plan and schedule the inspection
In the Planner tab of the Quality inspection planner section, select the Service Site you want to inspect and use the scheduling icon to open a prefilled scheduling form. Add the assignee, choose the date and time, and save the inspection. It will then appear directly in the assignee's schedule, and the date of the upcoming inspection will appear in the Planner.
3. Perform the inspection in the mobile app
The mobile inspection workflow is designed to feel familiar to anyone who already works with Service Visits in OBG.
Start provides general instructions, an overview of open extras, and the button to begin.
Regular lets the assignee assess the health of each Display, add Display-specific notes, trigger a Replacement, or update the Display photo.
Criteria is where the assignee scores the Service Site against the criteria defined in the Back Office. Notes can be added to explain individual scores.
Extras provides access to Issues, Assignments, and Replacements related to the Service Site.
Finish provides a summary of everything recorded before the inspection is submitted.
An important part of the inspection workflow is that the previous score is not shown while the assignee is assessing Displays in the Regular tab. This helps keep the assessment objective.
4. Review the completed inspection
After an inspection is submitted, the results are available in the Back Office under Reports > Quality inspection reports. This creates a digital archive of completed inspections and provides a clear record of service quality over time.
Why use Quality Inspections?
Quality Inspections make quality assurance easier to organize and more consistent across your portfolio.
Create a consistent assessment framework for your field team.
Schedule quality checks alongside regular operational work.
Keep inspection results, notes, photos, and follow-up information in one place.
Use a numerical score to make overall service quality easier to understand.
Identify Service Sites where service quality is strong and where additional attention may be needed.
Build a digital history of quality inspections instead of maintaining separate spreadsheets or paper checklists.
A practical example
Imagine a plant service company wants to evaluate the quality of service at a large office site. In the Back Office, the company creates themed criteria blocks for areas such as Beauty, Health, and Customer service, then adds the individual checks that should be assessed.
An inspector is scheduled to visit the site. During the inspection, they assess the Displays in the Regular tab and score the defined criteria in the Criteria tab. They can add notes to explain individual scores and record relevant Issues, Assignments, or Replacements in the Extras tab.
When the inspection is submitted, OBG calculates the overall site score as the average of the criteria that received a score. Any criteria left unscored are excluded from the calculation.
The completed inspection is then available in the Quality Inspection Reports for review and future reference.
What Quality Inspections are not
A Quality Inspection is more than a general note about something a technician noticed during a Service Visit. It is a structured evaluation against predefined criteria, with an overall score based on the criteria that were assessed.
Quality Inspections can also work alongside other operational workflows. For example, an inspection may reveal an Issue that needs follow-up, or a Replacement that should be carried out. These can be recorded during the inspection so that quality findings are connected to the operational work they may require.
Practical tips
Keep your criteria focused on the quality standards that really matter to your customers and your business.
Use themed blocks to make a larger inspection easier for field team members to understand and complete.
Leave a criterion unscored when it genuinely does not apply rather than giving it an artificial score. Unscored criteria are excluded from the overall site score.
Use notes to explain individual scores when the reason behind the result may be useful for follow-up or future review.