The Ri+ Positive Deviance Toolkit

The Ri⁺ Positive Deviance Toolkit

Your QA program was built to find failure. This toolkit finds what your best agents are already doing brilliantly, and gives you a system to make it your team's new normal.

The Ri⁺ Positive Deviance Toolkit inverts conventional quality logic: instead of hunting defects, it detects, verifies, and replicates excellence. Inside the 7-page field kit you'll find the Ri⁺ formula, a seven-category Positive Deviance Weighting Matrix, the Replication Performance Index (RPI), a fully worked example, a 30-day implementation roadmap, and five ready-to-use templates, from the calibration workshop agenda to the one-page Replication Brief.

Built for contact centre team leaders, QA managers, and operations leaders. No new software required, just your existing QA sample and a supervisor rhythm you're willing to protect. Never punitive, never a leaderboard: recognition first, measurement second.

Part of the OpsArchitecture HRO Engine framework.