The
purpose
of
this
chapter
is
to
provide
an
overview
of
the
Examination
Quality
Measurement
System
(EQMS).
EQMS
is
SB/SE's
mechanism
for
the
collection
of
information,
measurement
of
examination
quality
and
assessment
of
long
term
trends
of
system
performance,
in
keeping
with
the
balanced
measures.
A
quality
audit
is
defined
as
one
that
was
conducted
to
determine
the
substantially
correct
tax
at
the
least
cost
and
in
a
manner
that
promotes
public
confidence
in
the
Service.
EQMS
data
will
be
used
by
management
to
assess
program
performance,
and
is
an
indicator
of
SB/SE's
ability
to
apply
the
tax
law
with
integrity
and
fairness
to
all.
EQMS
data
will
also
be
used
to
identify
system
changes,
training
and
educational
needs,
and
to
improve
work
processes.
4.8.3.1.1
(10-01-2000)
Purpose
The
primary
purpose
of
EQMS
is
to
support
SB/SE's
quality
improvement
program.
EQMS
is
a
quality-driven
program,
and
will
be
included
as
a
component
of
the
business
results.
Its
prominence
as
part
of
the
new
"business
results"
measurement
will
require
management
to
focus
on
systemic
processes
and
results
and
look
for
improvement
opportunities
as
a
daily
business
practice.
EQMS
data
is
used
to
establish
baselines
and
provide
an
understanding
of
how
the
current
system
is
operating,
to
analyze
causes
for
failures
and
assess
the
feasibility
of
possible
solutions,
and
to
measure
the
success
of
quality
improvement
efforts.
Case
reviews
are
conducted
to
collect
information
from
individual
audits.
The
data
collected
from
the
reviews
provides
the
basis
for
analysis
at
the
territory,
area,
and
national
level.
At
the
direction
of
the
Chief,
Performance
Measurement
(Compliance),
Headquarters
office
responsibilities
include:
establishing
and
providing
guidance
for
program
objectives,
ensuring
nationally
consistent
application
of
the
quality
standards,
updating
the
quality
standards,
and
process
measures,
and
maintaining
instructional
guides.
Headquarters
office
activities
also
include
providing
management
with
accurate
information
regarding
case
quality
and
the
examination
process
in
SB/SE
throughout
the
country.
4.8.3.3
(10-01-2000)
EQMS
Review
Site
Responsibilities
EQMS
review
staff
conducts
reviews
of
completed
SB/SE
examination
cases
and
provides
data
to
the
Chief,
Performance
Analysis
who
provides
data
to
the
areas.
EQMS
review
staff
are
located
in
Oakland,
Los
Angeles,
Sacramento,
Dallas,
Chicago,
Buffalo,
Philadelphia,
Nashville,
and
Atlanta.
To
accomplish
these
objectives,
the
responsibilities
of
EQMS
review
staff
includes:
timely
completion
of
EQMS
case
reviews,
accurate
and
consistent
application
of
the
quality
standards,
accuracy
of
EQMS
database
input,
and
timely
roll-out
of
EQMS
data
to
the
Chief,
Performance
Analysis.
EQMS
review
staff
will
coordinate
their
activities
with
the
local
Technical
Support
staff
to
ensure
that
program
objectives
are
met.
4.8.3.4
(10-01-2000)
Area
Office
Responsibilities
Area
office
responsibilities
include:
forwarding
a
statistically
valid
sample
of
SB/SE
examination
closed
cases
to
the
appropriate
EQMS
review
site,
conducting
analysis
of
the
area's
EQMS
results
and
identifying
opportunities
for
improvement,
and
conducting
quality
improvement
initiatives
to
impact
on
EQMS
results.
To
accomplish
this
objective,
Technical
Support
staffs
should
ensure:
proper
sampling
of
completed
SB/SE
examination
cases,
proper
preparation
of
reports
and
analysis
as
requested
by
local
management,
coordination
with
the
EQMS
review
site
to
ensure
program
objectives
