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Description Of CTA's Quality Assurance Program
We consider quality to be an inherent element of all services and products provided by CTA. Having already gained ISO 9001:2000 certification, CTA is currently moving towards CMM Level Qualification. The CTA Team is committed to total customer satisfaction; consequently, it is the responsibility of all assigned personnel to instill quality into their work. CTA's comprehensive quality assurance approach, which is fully documented in our Corporate Quality Assurance Procedures, is tailored to meet the needs of each contract engagement. These procedures, which are incorporated into the project management procedures, are simple and straightforward, and can be summarized as consisting of four primary directives:
Define and establish a process to perform the work;
Sample the product at various stages of the process;
Thoroughly test the product; and
Periodically review the process, its effectiveness, and how it is being implemented.
Our SeaPort e Quality Assurance Plan transforms these guidelines into contract-specific actions to provide a robust, cost-effective system for ensuring quality of all Task Order services and deliverables.
Since the tasks for this contract will be accomplished by geographically dispersed teams, performing many different technical and functional activities, it is neither practical nor cost-effective to employ full-time quality assurance personnel for each team or to have a single person traveling from site to site. To effectively address this situation on past efforts, CTA has assigned either the Task Leader or a senior technical employee as a quality process advocate for each task. We will employ this approach on SeaPort e. The CTA Regional Performance Manager will provide QA oversight and prepare quarterly reports addressing project execution and customer satisfaction. Each task proposal will document the quality process advocate's responsibilities and delineate the quality inspections and audits to be accomplished. These components of the task proposal incorporate the following guidelines:
The quality process advocate is the focus for implementation of task QA requirements.
The QA Plan will be reviewed prior to each task, tailored to that task, and implemented at the task level. This plan, developed by the Task Leader, will include and specify QA inspections at appropriate points in the task schedule, specifically focusing on those activities associated with preparing, inspecting, and testing deliverable products and services.
QA Metrics will be tracked, and used to measure performance levels. It is the quality process advocate's responsibility to conduct QA inspections and regularly update those metrics.
Deliverable submittals require quality process advocate and Task Leader approval.
All QA policies and procedures apply equally to task teams led by CTA Task Leaders and teammate Task Leaders.
In addition to the individual task QA processes and procedures, CTA's corporate QA activities include regular telephone reviews (both one-on-one and group teleconferences) between the Regional Performance Managers and task quality process advocates concerning the effectiveness and results of QA activities on each task; periodic visits by the Program Manager and Regional Performance Managers to each task performance site to conduct face-to-face reviews with the COR concerning the quality of our services and products; annual Customer Satisfaction Survey Questionnaires distributed to all CTA Team clients and customers by our Chief Operating Officer; and regularly scheduled meetings between our Program Manager and representatives of our team members' management teams to review and ensure correct implementation and enforcement of the established contract quality assurance and quality control management measures for resources, scheduling, and deliverables.
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