Agency Onboarding
Part of Agency quality assurance
Tracking repeated delivery problems with evidence
Record specific agency delivery misses, check client dependencies and verify whether corrective action solves a repeated problem.
Record each agency delivery miss against the requirement and version in force at the time. Note its effect, the agency’s response, client dependencies and the result of any correction. A checkable record lets both sides see whether incidents form a pattern and whether a proposed fix works.
Record what happened
Start an entry when a delivered item misses an agreed date, requirement or acceptance condition. Name the deliverable and version, the expected standard and the observed difference. Keep the relevant brief, approval, file or dated account view where available. Record when the agency was told and what remedy was requested.
Use observations in the evidence field. For example: “The approved location list excluded Perth; version 4 of the campaign included Perth in its selected locations” would be checkable if those records existed. This is a hypothetical example, not a finding about an agency.
Field / What to capture
- Expected
- Applicable brief, scope or approved change
- Observed
- Delivered version, date and specific mismatch
- Effect
- Observed delay, rework or risk; label estimates
- Context
- Client input, agency dependency or changed instruction
- Response
- Explanation, correction owner and due date
- Closure
- Recheck, reviewer, date and result
If later evidence changes an explanation, add a dated correction rather than silently replacing the original account.
Check whether incidents share a cause
Group comparable misses: for example, repeated unsupported claims, wrong settings or corrections that fail on recheck. Keep unlike events separate. A delivery delayed by missing client approval needs a different explanation from one delayed after all agreed inputs arrived on time.
Walk through a representative incident with the agency. Where did the requirement enter its workflow? Which version was checked? What changed after feedback? Ask the client owner whether access, instructions or approval timing contributed.
Check whether missing client inputs, such as access, instructions or approvals, contributed to the apparent delivery problem.
Tracking delivery issue resolution over time
- Incident identified
- Delivery missed agreed date or requirement
- Root cause analysis
- Reviewed workflow entry point, version checked and input timing
- Corrective action agreed
- Action assigned with owner, effective date and next check delivery
- Recheck completed
- Verified fix on next delivery; result recorded
- Decision made
- Continue engagement, escalate, or adjust review process
Agree a correction that can be checked
Replace a broad promise to “be more careful” with an observable step. For example, the agency might check the current approved location list before submitting a campaign, while the client names the list owner. Give each action an owner and effective date, and name the next delivery on which it will be checked.
Record whether the problem recurs, changes form or stops. One clean delivery is useful evidence, though it does not prove every later item will be correct.
For serious or repeated issues, use the notice, remediation and escalation process in the actual agreement. An issue log alone does not establish a right to withhold payment or end the engagement.
Use the record for a decision
At the review point, summarise the comparable incidents, observed effects, corrective actions, recheck results and remaining uncertainty. Decide whether to continue the step, change the review process, seek specialist advice or escalate under the engagement.
Share the relevant account with the agency and correct factual errors. Limit access to people who need the record for delivery or a decision.
