Quality Control/Quality Assurance
Quality Control/Assurance (QC/QA) is essential to ensuring services are developed, delivered, and managed to meet or exceed customer requirements. In the services environment, QC/QA presents unique challenges to prevent deficiencies before they can impact service delivery. The development of a strong quality program hinges on a complete understanding of both customer requirements and expectations. A successful Quality program depends upon development, implementation, and monitoring of processes for employees to follow. The customer defines acceptable levels of Quality; for the CAAS IV Program detailed in the PWS and the Performance Plan. The contractor’s QC Plan (QCP) ensures they are able to deliver services required at both the ID/IQ and the TO level.
At Cubic and with Cubic Services Team (CST), we base our approach to QC/QA on internationally accepted best management practices and principles such as ISO 9001:2008 standards and Six Sigma process control and analysis techniques. We enhance performance with a focus on innovative approaches for continual service improvement. We consider effective customer communication a critical element of performance and ensure that our managers and supervisors have the skills required to satisfy our customers in all areas of execution and delivery.
The CST companies have a common heritage of offering quality services. We have integrated a proven Quality Management System (QMS) into our CST structure and management processes. Our QMS includes defined processes for Problem Identification, Correction, and Resolution; Customer Feedback; and for program review, audit, inspection, and evaluation. Recognizing the importance of QC/QA to the CAAS IV Program, we required that all our teammates have a documented QC system, and that they agree to plug in to a common CST QCP for their work on this Program. This high level of commitment to quality on behalf of each CST member will help to ensure a successful quality program for CAAS IV.
The figure below graphically depicts our QC program including the core factors that lead to continuous process improvement and our better value solutions. Our QMS Framework (1), consisting of our team’s established policies, processes, and procedures, serves as the entry point to the QC system. We have established the quality policies and procedures required for use by teammates on all task orders. Our well defined Management Responsibilities and Functions (2) provide the oversight and direction for our performance. We assign every member of our team QC responsibilities; and we define and disseminate the authority that each person holds in a clear and understandable manner. At the base, Measurement, Analysis, and Clearly Defined Metrics (3) support all elements of the system, and provide the basis by which we gauge our performance. The enablers of the QC system are the four central pillars (4) of Effective Communication, Trained and Certified Employees, Subcontract Management System, and Integrated QMS. We continually monitor and receive feedback from our customers and other external sources. We depict the output of our QC system at Services Delivery (5). Through the process of continuous improvement, we continually identify and implement improvements that result economical delivery of high quality products and services. In the final analysis, QC/QA in the services environment is achieved by professional supervision from above coupled with pride, dedication, and experience from below.
CST Quality Manager-Mr. Tom McCabe, (757) 722-0717 x1719, tom.mccabe@cubic.com