WareOnEarth Communications, Inc. Quality Assurance Program

The WCI Quality Assurance (QA) program incorporates QA as well as risk management. The WCI Quality Assurance Plan (QAP) is an essential document that helps WCI deliver the highest possible quality result within committed resources, schedule and budget. The objective of the QAP is to ensure that WCI processes used during contract performance are fully documented and implemented to achieve the goals of the contract. The QAP identifies the contract requirements and establishes the methodology for ensuring the successful contract implementation.

WCI periodically reviews and updates the QAP, and tailors it to specific customer needs. WCI also uses the QAP as an internal tool to gauge the quality of its operations and every process it develops.

The WCI Quality Assurance Manager will prepare and maintain records of all activities and tasks to ensure accurate documentation of all problems, quality issues, noncompliance, and problem resolutions. Noncompliance issues will be tracked and communicated to project personnel and the customer. All quality issues will be tracked until they are resolved to the customer’s satisfaction. The QA Manager will ensure that all performance metrics applicable to the specific service area are collected, reported and acted upon. All processes will have associated metrics to effectively measure performance in service delivery. These metrics will be established in cooperation with the customer as appropriate for each task order. In addition to metrics, to measure the quality of service and manage process improvement WCI will:

Perform periodic audits to identify risks, identify corrective actions and implement preventive measures
Maintain a record of the number and types of deficiencies to identify and analyze trends
Train team members to ensure a solid understanding of the Quality Management process
Survey the customer and evaluate concerns or issues and perception of the quality of service
Perform self-assessment as part of continuous process improvement

WCI will map performance requirements to individual service areas and incorporate the requirements into process definitions and workflow analyses. Each requirement/metric will have its own quality acceptance level. In general, performance metrics will be implemented for the security engineering effort, the quality of the products resulting from the effort, and the quality of the implementation of information assurance (IA) support processes. They provide the mechanism for determining the effectiveness of the processes, relative quality of the work products, and the overall performance of the effort. The Quality Assurance Manager is responsible for tracking corrective actions from project reviews and verifying that they are implemented.

Project reviews provide a forum for discussing the project management, security and QA processes and identifying improvements that can be made. General areas to be reviewed by QA include:

The actual versus planned cost, schedule and deliverable milestones
The actual versus the planned productivity
The actual versus the planned staffing profiles
The remaining risks to successful task completion
The lessons learned to date
The actions take to mitigate issues

Performance metrics not meeting the standards will be attended to and details on the reasons for failure will be captured. WCI will report the metrics to the customer on a regular basis, and will use the metrics as part of a continuous process improvement strategy. All information will be available to the WCI Program Manager and Government stakeholders. In addition to providing scheduled reports, WCI can prepare ad-hoc reports on specific performance metrics upon request. WCI will work with the customer to adjust these performance measures as appropriate.

To see the full WCI QA Plan, click the button below.