What are Quality Inspection criteria?
Quality Inspection criteria are the individual checks your team uses to evaluate service quality during an inspection. They define what the inspector should look at and provide a consistent framework for assessing the Service Site.
In One Big Green, criteria can be organized into themed blocks. This makes it easier to group related quality checks and create an inspection structure that matches the way your company thinks about service quality.
Where to set up your criteria
Quality Inspection criteria are set up in the Back Office in the Quality inspection planner section.
The section has two tabs: Planner and Criteria. Use the Criteria tab to build the criteria structure that will be used during inspections.
Create themed blocks
Start by organizing your inspection into themed blocks. A block brings related criteria together under a common topic.
For example, you might create blocks such as:
Beauty - criteria related to the visual appearance and presentation of the service.
Health - criteria related to the condition and health of the plants.
Customer service - criteria related to the customer-facing aspects of the service.
These are examples of themes used in OBG. The right structure for your company depends on the aspects of service quality you want your inspections to evaluate.
Add individual criteria
Once you have your themed blocks, add the individual criteria that inspectors should assess within each block.
A good criterion should describe a specific and meaningful aspect of service quality. It should be something the inspector can actually evaluate during the inspection and assign a score to.
For example, instead of creating one very broad criterion such as "Overall quality", it is generally more useful to break the assessment into specific checks that help explain what is being evaluated.
Keep your criteria practical
Your criteria will be used by people working in the field, so they should be clear enough to understand quickly while performing an inspection.
Be specific. Define a clear aspect of service quality rather than a vague overall impression.
Keep each criterion focused. Avoid combining several unrelated checks into one criterion.
Use meaningful criteria. Include checks that matter to your customers and your service standards.
Think about consistency. Different team members should be able to understand what the criterion is asking them to assess.
How criteria are scored during an inspection
Each criterion can be scored from 1 to 5 when the inspection is performed. A criterion can also be left unscored if it is not applicable or does not need to be assessed.
This means your criteria structure should focus on checks that are genuinely relevant to the quality of the service you want to evaluate. There is no need to create a criterion simply to make the inspection longer.
Example of a criteria structure
Imagine you want to evaluate the quality of service at an office site. You could organize the inspection into several themed blocks, with individual criteria inside each block.
Beauty - visual presentation and appearance checks.
Health - plant condition and health checks.
Customer service - service quality and customer-facing checks.
The inspector can then work through the criteria during the inspection and score each applicable item. If a particular criterion does not apply to the site or does not need to be assessed, it can be left unscored.
Designing criteria for consistent inspections
The main purpose of criteria is to make quality assessment consistent. When the same type of service is evaluated using the same clearly defined checks, inspection results become easier to understand and compare.
Before adding a criterion, ask yourself:
What exactly am I trying to evaluate?
Can an inspector assess this clearly during the inspection?
Would different inspectors understand the criterion in the same way?
Is this check important enough to include in our quality assessment?
Practical tips
Start with the quality areas that matter most. You can build a useful inspection without trying to check everything at once.
Keep criteria specific and easy to assess. Clear criteria make the inspection easier for field team members to complete consistently.
Use themed blocks to keep the inspection organized. Group related checks together so inspectors can work through the assessment logically.
Review your criteria from the inspector's perspective. If a criterion is difficult to understand or assess in the field, refine it before relying on it for regular inspections.