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VETS GWAC Quality
Assurance Program
The Metters
Team will implement an over-arching Quality Assurance Program (QAP)
for the VETS GWAC Contract to ensure that quality is integral to the
services we provide. Our QAP will be modeled after our ISO 9001:2000
certified quality standards and tailored for VETS GWAC. Our QAP will
be administered by the Program Manager and designated Quality
Assurance (QA) Representative. The QA Representative will be
responsible for qualifying and certifying QA Inspectors. We will
assign a QA Inspector for each Task Order (TO). As a part of our key
QAP components, Metters will provide and perform the following
activities:
Ø
Metters
Quality Control Review/Audit Process:
The Metters QAP is ISO 9001:2000 registered. Additionally, we have
an ongoing software engineering and development program externally
evaluated at Software Engineering Institute (SEI) Capability
Maturity Model (CMM) Level 3. Under our QA program process, Metters
will develop a VETS GWAC specific QA plan using our ISO 9001:2000
Certified QAP as a baseline. We will modify it for contract
specific applications, verify applicability and suitability to meet
all government standards/requirements and submit the QA plan to the
government VETS GWAC Program Manager for final approval.
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Documentation
Process:
We will maintain a VETS GWAC “Lessons Learned” database and make it
available for review by GSA personnel as needed. The QAP will
include a documented procedure for the configuration management of
all files generated for inspections and corrective action plans. The
files will reside in the “Lessons Learned” repository, have clearly
identifiable names, be accessible by GSA for the duration of the
contract, and be maintained by specified personnel.
Ø
Methods of
Internal Review:
The Metters QA
Representative will implement a periodic review schedule and perform
unscheduled audits according to our documented procedure outlined in
our QAP. The QA Representative will work with the TO Program Manager
and appropriate task personnel to identify specific parameters that
can be quantified and measured. The QA Representative will assign
employees to independently review all processes, procedures and
documentation relative to the services provided by Metters under
this contract. The assigned employees will be trained as collateral
QA auditors and any audits performed will not be related to work
under their purview. They will ensure that prescribed processes and
procedures are adhered to and that all equipment, supplies,
materials, tools, and documentation used are in compliance with
established maintenance, quality and safety requirements. Audits
will be conducted at specified timeframes according to schedule as
well as intermittently on an unscheduled basis.
All audits
will be documented on the required audit form, which at a minimum
includes the date and time of the audit, the auditor’s name and
title, the service being audited and the results of the audit
including any discrepancies and recommendations. This information
will be entered into our QA database and a “Lessons Learned” area
will be established to avoid repetition and identify trends.
Metters
utilizes a three-phase management approach that will ensure quality
on every task order and throughout the VETS GWAC contract.
v
Quality
Planning –
Establishing a prioritized list of quality standards supporting the
best methods to meet and exceed the technical, schedule and cost
parameters for the task order. This will include an evaluation of
assigned personnel, materials and supplies to provide the highest
quality solution.
v
Quality
Assurance –
Our Quality Team will be an integral part of all TO
efforts and will use our proven QA policies and procedures to
measure the overall TO performance to ensure the TO efforts meet our
quality standards.
v
Quality
Control –
Monitoring TO
performance for compliance with quality standards, reviewing
performance data, identifying trends/areas for improvement, and
taking proactive measures to eliminate unsatisfactory performance
and incorporate those measures into future task orders.
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Frequency of
Review:
In addition,
our process for each TO includes identifying/certifying QA
inspectors; software programming inspectors; IV&V inspectors; IT
support services inspectors as well as administrative and clerical
services inspectors. As part of our ongoing effort to achieve
consistency and high-quality services, Metters provides training to
all task area employees on quality processes and procedures;
implementation of task area quality program processes and procedures
inspections; identification of deficiency and avoidance/corrections;
and quality program records management. Regular QA audits will be
conducted monthly with at least three (3) random (unscheduled)
audits conducted per quarter.
Ø
Identifying, Preventing and Correcting
Deficiencies: During the course of the review/auditing process,
inspectors will use proper QAP procedures to aid in the
identifications of any deficiency, exhibited or predicted. The QA
representative, TO Manager and appropriate Technical Personnel will
identify the root cause and implement a corrective action. The
corrective action will include a monitoring program to mitigate the
risk of a deficiency either occurring or recurring. All information
will be entered into the “Lessons Learned” database and will be
mandatory reading for all maintenance and instructor personnel. Some
resolutions may require changes to processes and/or procedures and
relative technical data; equipment and/or hardware changes.
Resolutions that require external action will be forwarded to the TO
Program Manager and to the appropriate GSA VETS GWAC personnel for
action determination. |
