How do you handle negative or conflicting quality assurance feedback from different sources or perspectives?

1 Understand the feedback

The first step to handle negative or conflicting QA feedback is to understand what the feedback is, why it was given, and how it relates to your quality objectives. Don't take the feedback personally or defensively, but try to see it as an opportunity to learn and improve. Ask for clarification if the feedback is unclear, vague, or contradictory. Identify the main issues, concerns, or suggestions that the feedback raises, and how they affect your quality criteria, metrics, or processes.

2 Evaluate the feedback

The next step is to evaluate the feedback objectively and critically, based on the evidence, data, and logic that support it. Don't accept or reject the feedback blindly, but weigh its validity, relevance, and importance. Consider the source and perspective of the feedback, and how they influence its tone, content, and context. For example, feedback from a customer may be more emotional or subjective than feedback from a peer or a manager. Feedback from a different department or function may have a different focus or priority than feedback from your own team or role.

3 Respond to the feedback

The third step is to respond to the feedback professionally and respectfully, acknowledging its value and addressing its points. Don't ignore or dismiss the feedback, but show that you appreciate and consider it. Don't argue or blame the feedback, but explain your rationale and reasoning. Don't make excuses or promises, but state your actions and outcomes. For example, you can thank the reviewer for their feedback, explain how you implemented or plan to implement their suggestions, or describe how you resolved or intend to resolve their issues or concerns.

4 Incorporate the feedback

The fourth step is to incorporate the feedback into your quality improvement plan and actions, based on your evaluation and response. Don't let the feedback sit idle or go to waste, but use it to enhance your quality performance and results. Don't follow the feedback blindly or rigidly, but adapt it to your specific quality context and goals. Don't isolate the feedback from other sources or perspectives, but integrate it with other relevant and reliable feedback. For example, you can update your quality documentation, revise your quality processes, or modify your quality deliverables according to the feedback.

5 Communicate the feedback

The fifth step is to communicate the feedback to your relevant stakeholders, such as your team members, managers, customers, or suppliers. Don't keep the feedback secret or confidential, but share it transparently and openly. Don't distort or manipulate the feedback, but present it accurately and honestly. Don't overwhelm or confuse your stakeholders with too much or too little feedback, but provide them with the right amount and level of feedback. For example, you can summarize the main points of the feedback, highlight the key changes or improvements that you made or will make, or solicit further feedback or input from your stakeholders.

6 Learn from the feedback

The final step is to learn from the feedback and use it to grow and develop your quality skills and knowledge. Don't repeat the same mistakes or errors that the feedback pointed out, but avoid or correct them. Don't settle for the same level or standard of quality that the feedback suggested, but strive for higher or better quality. Don't forget or disregard the feedback, but remember and apply it. For example, you can reflect on the feedback, identify your strengths and weaknesses, set your quality goals and plans, or seek more feedback or guidance from your sources or perspectives.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?