For all its services, Impelsys follows well-laid out processes, compliance of which is audited by the quality assurance team — across the company. Linked to QA is the process engineering group (PEG) that helps simplify, automate and mistake-proof the processes. Impelsys strives to meet the principles laid out under ISO and CMMI in all its activities.

People with management, Six Sigma and Lean certification are responsible for ensuring that work is carried out as per highest quality standards. Each delivery team has its own quality control personnel, who ensure quality at the project level. The QC typically comprises:

- Test Engineers with BE or MCA qualification
- Tech Editors with bachelor's or master's degree in science or humanities

Training is imparted on:
1. Publishing jargon: fonts, frontmatter, references, etc.
2. Content & style: capitalization, homonyms, US vs UK spellings, Chicago Manual     of Style
3. Issue Tracker, including project management practices
4. Compilation, use and revision of checklists or test plans
5. Quality processes, including Six Sigma, Lean, 5S and Poka Yoke
6. Use of source control repository, FTP, help desk, and QA processes

Workflow for issues is strictly enforced in Issue Tracker: Assigned (new issue) > Resolved (fixed) or Rejected (invalid issue) or Postponed (to be fixed later) > Closed (fixed and verified) or Reopened (if reopened, go back to Step 2).

NOTE: The same person cannot 'resolve' as well as 'close' an issue. Only a designated QC person can 'close' an issue.

Here is a typical testing workflow:
- Peruse the client's requirements through Whizible
- Download latest version from source control repository
- Verify content check of image collection, PPT, etc. (tech editor)
- If categorized as change request, comprehend client's requirement
- Run macros, use tools such as 'text comparison'
- Check functionality of CD/DVD in PC & Mac (test engineer)
- Check functionality of websites in IE, Firefox, Safari, etc.
- Post issues in Issue Tracker
- Classify issues by type, priority, severity
- Verify/reopen after developer fixes issues

Root-cause analysis is done for all customer-reported bugs. All client-reported issues are displayed to the customer through the dashboard, and the customer can insert a comment directly through the application. Internally, defects reported by the quality control team are analyzed, to bring down defect-rate, and enhance productivity.

When the scope includes copy editing, Impelsys finds mistakes, sends the list
(or document with track changes) for approval, and corrects the content.

Otherwise, during routine QC check or proof reading, if technical editors spot source errors — errors in input content related to style, grammar, punctuation, spelling, etc. — they are logged in Issue Tracker, and fixed only after the customer's prior approval. If the errors are obvious — extra spaces for instance — they are resolved and the customer's confirmation is sought. An additional charge is levied only when the changes require significant effort.

The DRE (defect removal efficiency, a ratio of client-reported bugs to internal bugs) is benchmarked at 99%.

Upload of final files is done by the IT team, as per a request made by QC person.

NOTE: A QC person is authorized to override the PM regarding quality certification.

All releases are made with release note, which lists MD5 checksum where applicable, known issues, changes made, defects resolved, clarifications, if any. It is reviewed by the QC person and PM.