Quality Assurance Program
EES is committed to customer satisfaction, employee development, and continuous process improvement. EES quality initiatives are based on industry best practices, customer feedback, independent review, and our corporate commitment to delivering the best possible products and services to our customers. In support of the Eagle Program, EES will leverage the Mentor-Protégé relationship between RS Information Systems (RSIS) and 1 Source Consulting and utilize the quality control solution of RSIS. RSIS has implemented a Quality Management System (QMS) that has been certified to the ISO 9001:2000 Standard by an American National Standards Institute/Registrar Accreditation Board approved auditing firm, Intertek Testing Services NA, Inc. Implementation of the RSIS QMS will ensure that continual process improvement is established and quality procedures and standards are enforced throughout the life of a contract. The QMS set of best practices provides the foundation for all project related procedures and uses Service Level Agreement (SLA) metrics as primary measures of success. Proper documentation of plans and procedures is necessary and required since the QA activities of process monitoring, process auditing, product and service evaluation, and auditing rely heavily upon unequivocal definitions to measure service, and ultimately, project compliance.
Review/Audit Process
EES uses a five-step QA process known as the "5C" methodology which is aligned to the International Organization for Standardization (ISO) "Plan-Do-Check-Act" methodology for process improvement. The 5C methodology; Collect, Create, Cultivate, Cascade, and Confirm; is used to evaluate the quality of program performance and adherence of the program to the established standards, processes, and procedures.
This methodology will enable us to note trends, manage performance and change effectively, identify root causes for performance issues, determine appropriate actions, and facilitate continual performance improvement.
Prior to submission, all project deliverables will undergo an internal review process in each of the five phases to identify possible defects and ensure quality and completeness of the deliverable. Participants in the internal reviews are selected by their level of involvement and stake in the particular process or product under review. Internal reviews and discussions with DHS staff will keep DHS aware of project progress early and often resulting in on-schedule approval of deliverables.
Corrective Action Process
Problems, issues, and defects identified during the review process or during the course of the project are documented in the issue log for each task order by any member of the project team. These defects are handled in accordance with established problem resolution and escalation processes and procedures. The issue log are reviewed monthly by the task order project manager and reviewed quarterly by the Portfolio/Project Management Office (PMO). The corrective action plan depends upon the severity of the identified defect. The corrective action and resolution are also documented in the issue log.