- 1.0 Services Quality Management
- 2.0 Management Responsibility
- 3.0 Resource Management
- 4.0 Product Realization
- 5.0 Measurement, Analysis and Improvement
1.0 Services Quality Management
1.1 Overview
Raydar and Associates' primary business involves providing services in a number of different professions including Electronics, Avionics and Electrical Engineering, Human Resources (HR), Consulting, Program and Project Management, Health Care Administration and Information Technology (IT). Our company personnel adhere first and foremost to the standards of the professions to which they belong and our customer organizations' Quality Control processes and procedures. For example, Department of Defense (DoD) contracts will mandate our compliance with the customer organizations' QC Program where the actual Engineering, Repair, Operation, Testing and Evaluation of components is concerned, such as the Department of the Navy’s Naval Aviation Maintenance Program (NAMP) requirements for Quality Assurance. Medical, IT, HR and Management professions have similar--often extensive--professional and industry-driven performance and quality assurance standards.
This Quality Control Plan (QCP) is established, documented, implemented and maintained as described herein to address the Corporate Management's process and method of ensuring customer satisfaction with the quality of services being provided. The QCP ensures necessary procedures and instructions are in place as a documented part of the process.
This document defines the QCP, policy, objectives, organization, responsibilities and procedures used to ensure the effective planning, operation and control of processes affecting the quality, reliability and safety of our services. Quality improvements expected to increase the effectiveness of the QCP and satisfy business needs are derived from measuring and monitoring of QCP processes. Information from the analysis of QCP records is included in on-going planning at appropriate intervals during each calendar year to ensure QCP processes achieve planned results.
1.2 Control of Records
Information created during the operation of the QCP is retained in hardcopy format, microfiche or computer files. Records and reports are controlled to maintain their legibility, identification, storage, protection, retrieval, retention time and disposition. The default record retention period is seven (7) years unless otherwise specified by designated authorities.
2.0 Management Responsibility
2.1 Management Commitment
All relevant functions and levels of organization within the Company are guided by customer service requirements and quality objectives of this QCP. Designated authorities regularly review and work to continuously improve perceived customer satisfaction and the effectiveness of the QCP using processes such as management reviews, resource allocation, product realization and measurement activities. The QCP, policy and objectives are continuously maintained and communicated regardless of the implementation status of planned changes.
2. 2 Management Representative
Management is responsible for the following basic functions:
- Facilitation, implementation, establishment and maintenance of processes for the QCP, quality policies and procedures and the quality organization
- Initial quality planning, communication of customer requirements, records, internal audits, communication of QCP concerns with external organizations
All direct management efforts are accomplished using cross-functional personnel or teams selected on the basis of meeting Quality, Cost and Customer Satisfaction objectives.
Supporting management departments include:
- Accounting: Responsible for money management, credit and collections, accounting, data processing, employment and employee benefits and labor relations.
- Business: Responsible for market research, sales, contracts, customer relations, advertising and promotions.
- Environmental, Health and Safety (EHS): Responsible for community relations, health and safety, waste treatment, Environmental Protection Agency (EPA) regulatory compliance and Drug-Free Workplace compliance
Managers in each department are responsible for identifying staff and maintaining adequate personnel, equipment and other applicable resources. Managers have authority to support their responsibility and to continually promote improvement.
2. 3 Internal Communication Cycle
2.4 Management Review, General
Review meetings are held by all managers two times each calendar year to assess: 1) the need for changes to the QCP and the quality policy and objectives, 2) improvement opportunities, 3) the status, adequacy, effectiveness and continuing suitability of the QCP, and 4) internal audits of the QCP.
2.5 Review Input
The bi-annual management review meetings are conducted according to the following list of agenda items:
- Results of audits
- Customer feedback
- Process performance
- Status of preventive and corrective actions
- Follow-up actions from previous management reviews
- Changes affecting the QCP
- Recommendations for QCP improvement
2.6 Review Output
The results of the bi-annual management review meetings are documented and released with the following content:
- Improvements to the effectiveness of the QCP and its processes
- Improvements to processes related to customer requirements and resource needs
3.0 Resource Management
3.1 Providing Resources, Human Resources, General
The resources needed to implement and maintain the QCP, continuously improve its effectiveness and enhance customer satisfaction are achieved by practicing Total Quality Management (TQM), a system based on the fact that all business activities are processes rather than discrete events, and scientific methods of data collection and analysis are used, where applicable, to continually monitor and improve those processes. The power to initiate process improvement is given to employees responsible for each process in order to encourage employees to actively practice Continuous Improvement. TQM is a long-term philosophy and methodology enabling achievement of continuous quality improvement and fulfillment of customer needs as well as satisfying employee needs to operate in a challenging environment requiring their best efforts. Employees are qualified for positions according to their knowledge, skills, and abilities (KSA).
3.2 Competence, Awareness and Training
Employees are selected according to job descriptions defining the KSAs needed to meet the requirements of the job. New employees receive general orientation from the EHS and responsible departments, and more specific orientation from their assigned manager including communication of the relevance and importance of their work activities and their contribution to established quality objectives. Managers have a direct responsibility for determining the training needs of their employees and for ensuring those needs are met.
The majority of task specific training is conducted on the job under the direction of local management and designated supervisors.
3.3 Infrastructure, Work Environment
Buildings, work environment, workspace and associated utilities, hardware and software controlled process equipment and support equipment used for transport or communication necessary to achieve conformance to service requirements are determined, provided and maintained according to the requirements of this QCP and established quality policy and objectives.
4.0 Product Realization
4.1 Planning of Process Realization
The process realization process (PRP) determines the quality objectives and requirements for a service. A Quality Plan or other suitable document is prepared; it defines the sequence and interaction of the PRP, exclusions and applicable processes of the QCP and appropriate production processes and documentation requirements. The plan controls out-sourced activities and necessary monitoring, measurement and analyses to ensure the PRP is continuously improved and achieves planned results. The PRP includes management activities defining criteria necessary to effectively operate the process and the resources for monitoring its operation. During the production cycle, the deliverable service is verified, validated, monitored, inspected and tested. Records are produced during the PRP providing objective evidence the resulting deliverable meets requirements.
4.2 Customer Related Processes, Determination of Requirements Related to Process, Review of Requirements Related to the Process, Customer Communication
Service Contracts are reviewed prior to their acknowledgement for acceptability, validity, changes to requirements from previous contracts and special instructions. Contracts are reviewed to determine the company’s capability and capacity to deliver items in compliance with contract, statutory, regulatory and organizational requirements. Special attention is given to delivery and post-delivery activities and, where known, necessary but unstated or undocumented customer requirements. Customers are oriented to communicate their information, feedback, inquiries, order handling, amendments and complaints to the Business Department. All managers are responsible for developing organizations and systems supporting the goal of achieving customer satisfaction. Managers will develop and support their employees charged with the responsibility of interacting with customers. Employees authorized to interact with customers will carefully listen to their customers and fully understand requirements and expectations. Employees will be responsive to customer needs within the province and spirit of good business practices. Managers monitor customer satisfaction on a continuing basis to make appropriate adjustments and corrections.
The applicable department is responsible for new process development, beginning with its definition and progressing in a systematic manner through the various stages of the development cycle. Processes designed to meet a customer contract requirement are developed by an assigned team which will remain involved until the customer accepts the deliverable. Each project is evaluated periodically to determine its status and applicability to the original concept. Projects advance according to established procedures, including documentation, retention of records and communication of changes to affected employees when relevant documents are revised.
4.3 Design and Development Inputs, Outputs, Review, Verification and Validation
A service specification is established for each design that enables verification of design and development inputs and is refined until compatible with the final product. The specification defines the requirements for essential design and development requirements, function and performance, similar design information where applicable, product or service acceptance criteria and purchasing, production and servicing requirements. Design reviews are performed with participation from contributing groups throughout the design and development stages with appropriate review, verification and validation of each stage. Reviews identify problems and propose necessary corrective measures and ensure the design is complete, unambiguous and does not conflict with organizational and technical requirements. Results are communicated to affected personnel. Prototype items may be built using production processes and procedures to verify performance capability. Evaluations are performed to ensure conformance to statutory and regulatory agency controls. The design is validated to ensure conformance to the original concept and application. Prior to production the project team ensures the design contains characteristics essential for safe and proper use and achieves intended performance and application goals. Once in production, services are performed with superior workmanship at a competitive cost. Careful attention to quality enables the deliverable to meet or exceed customer expectations and applicable statutory and regulatory requirements.
Doing a job properly the first time and doing it consistently contributes significantly to higher productivity.
5.0 Measurement, Analysis and Improvement
5.1 General
The Company plans, implements and determines the applicable methods and extent of their use for monitoring, measurement, analysis and improvement processes to demonstrate service conformance, ensure QCP conformance and continuously improve the effectiveness of the QCP.
5.2 Monitoring and Measurement, Customer Satisfaction
Customer perception surveys are conducted and personnel assigned to interact with customer representatives are tasked with recording their perception of Customer satisfaction. Records are forwarded to the internal audit process for review and disposition by management at least twice each year. Support of services after performance for the customer is normally provided by a designated Customer Service Representative; however, in order to meet unusual customer requirements, special arrangements may be specified in the contract.
5.3 Internal Audit, Monitoring and Measurement of Processes
The quality of every process is the direct responsibility of each person performing the work. QCP system processes are monitored and measured where applicable to demonstrate the QCP processes achieve planned results and appropriate corrective and preventive actions are taken when planned results are not achieved in order to ensure service conformance. A process of internal quality audits determines the effectiveness of the QCP. The audit process is managed by the Quality Management Representative. The system involves establishing a quality audit plan with appropriate quality objectives and requirements for the audit. Functional areas performing discrete or measured activities within the QCP are scheduled for regular audits at appropriate time intervals. The plan includes customer perception surveys, complaint reviews including appropriate verification, validation, monitoring, inspection and test, and criteria for audit acceptance. Suitably qualified auditors independent from the area being audited are assigned to conduct audits. Auditors visit areas at assigned times to verify activities comply with planned arrangements and to determine the overall effectiveness of the QCP relating to the area being audited. The result of an audit and a comparison to previous audit results is discussed with local area management.
An audit report is generated summarizing the scope of the audit and the extent, if any, of nonconformities and corrective actions requested. The report is validated and approved by the Quality Management Representative and is delivered to the local area manager with specified requirements to 1) communicate audit results to their staff and employees, and 2) to initiate corrective action without undue delay. A written response providing detailed information and timeline for correction of all discrepancies is sent to the Quality Management Representative. Follow-up audit activities include the review of actions taken to eliminate the cause of the nonconformance, prevent its recurrence and to determine if the corrective action is adequate.. Overall results of the QCP audits are shared with senior management at least twice each year.
5. 4 Monitoring and Measurement of Process
Appropriate service characteristics are monitored and inspected as required to determine their conformance to requirements.
5.5 Control of Nonconforming Process
Any process considered discrepant according to a planned requirement will be corrected or categorized as nonconforming. If corrected, it is re-inspected to ensure compliance with requirements and standards.
5.6 Analysis of Data
Appropriate data from monitoring activities is defined, collected and analyzed to demonstrate the suitability of the QCP and to identify opportunities to improve the effectiveness of the QCP. Data analysis includes characteristics and trends from suppliers; customer perception surveys; service conformance including delivery and post-delivery activities; necessary but unstated customer requirements where known; statutory and regulatory requirements; and organizational requirements.
5.7 Improvement, Continuous Improvement, Corrective and Preventive Action
The effectiveness of the QCP is continuously improved using the quality policy and objectives, audit results, analysis of data, corrective and preventive actions and management reviews.
A nonconformance procedure is used as the foundation for continuous improvement action and to identify and correct incidents of nonconformance related to materials, processes, products, services and customer complaints. Designated authorities have responsibilities concerning analysis and/or identification of nonconformities to eliminate the cause of the nonconformance and to prevent recurrence. Corrective and preventive action is taken when consistent with findings from analysis or investigation of incidents, or when it is otherwise determined to be appropriate. Corrective and preventive actions are communicated to appropriate levels of management. Individuals or teams are empowered to initiate corrective action, implement preventive measures in processes and procedures and monitor the effectiveness of the corrective and preventive actions.