Quality Assurance

Monitor & Maximize Quality

The nature of quality is very much about satisfying customer expectations and requirements on a daily basis. Quality is a team effort that delivers and continuously improves on customer satisfaction and SeaPort-e enterprise goals and objectives. The Team Integrity quality management approach is directly aligned with INCOSE best practice. The table below outlines our quality management (QM) approach; a QM approach that considers quality first and foremost to exceed customer expectations every day of SeaPort-e execution.

Inputs

  • Proven INCOSE & PMI processes
  • QM Plan
  • SeaPort-e tailoring
  • Project assessment

Implementation

  • Timely assessment of customer satisfaction
  • Establish clear standards and success criteria
  • Quality accountability

Outputs

  • Improvement implementation
  • Organizational quality guidelines
  • Tailored QM approach

Benefits

  • Customer satisfaction
  • Quality imperative
  • Continual quality improvement

Team Integrity quality planning approach is grounded in INCOSE-proven processes and standards. However, planning is only as good as the execution and follow-up. Team Integrity provides the quality monitoring plan to periodically assess execution and product quality, schedule performance, and customer satisfaction.

Responsiveness & Cooperation Guarantee Approach

A guarantee is only as good as the team that delivers it. Customer trust is earned through exemplary performance – we intend to deliver more than a guaranty, by providing preeminent SeaPort-e service support across all SeaPort-e Zones and functional areas. We begin our SeaPort-e relationship of trust by establishing mediums that institutionalize close and continuous customer and team communications. We affirm the adequacy and timeliness of technical, cost, and schedule progress with our customers on a daily, weekly, and monthly basis. Communication dynamics are both formal and informal by the TI Program Manager (PM), the Task Order Leads (TOL), the Program Control Specialist (PCS), and the IAI CA and SCA. The table below describes the forums that we use to manage the SeaPort-e contract. In addition, we provide contract deliverables in a timely manner.

SeaPort-e Collaboration & Communication Forum Descriptions

Communication ForumAttendeesPurpose
SeaPort-e Business Meeting (weekly)SeaPort-e PM, IAI Contracts, IAI FinanceDiscuss cost trends and contract/subcontract issues/concerns; address small business obligation rate metrics; triggers one-on-one discussions with subcontractors as needed.
Task Order Leads (TOL) Meeting (weekly)SeaPort-e PM, and TOLsWeekly meeting with SeaPort-e PM to review support status across all Team Integrity TOs.
SeaPort-e Risk, Issues, and Opportunity Board (coincides with TOL Meeting – weekly)TOLs, SeaPort-e PMProactively addresses SeaPort-e contract and subcontract execution risks (costs, schedule, and performance). Create and/or monitor risk mitigation strategies.
Resource Council (will coincide with TOL Meeting – monthly)PM, Subcontract PMs, TOLs (more frequent as needed)Formal monthly SeaPort-e staffing forum to address staffing needs, transfers, vacancies, and status actions across all SeaPort-e subcontracts.
Subcontractor PMRs (quarterly)SeaPort-e PM, IAI Contracts, IAI Finance, Subcontractor PMProvide subcontractor baseline performance feedback. Addresses subcontract concerns or issues. Address specific subcontractor work share and efforts to support small business obligation rate goals.
Teammate PM Meeting (quarterly)SeaPort-e Leadership, IAI Contracts, Subcontract PMsDiscuss customer feedback, general subcontract issues/concerns/management policies and procedures. Triggers one-on-one discussions between IAI and subcontractor as needed to address issues.

Problem Resolution Approach

Our approach to problem resolution is straight forward and simple: identify the problem; analyze the problem and discern the problem source(s); develop alternative solutions; analyze each solution using a “value lens”; recommend a solution through some venue of decision analysis; implement approved/coordinated solution; and follow-up and monitor solution implementation.

Despite the brevity of this problem resolution approach, our tailored risk management process proactively identifies and mitigates SeaPort-e and Task Order risks prior to them being manifested as issues or problems. Each of our processes provides a continual improvement imperative. Our primary programmatic processes (Planning, Assessment, and Control): 1) proactively address risk; 2) assess and identify potential problems; and 3) provide mitigation plans and corrective action(s) as appropriate. As contract, subcontract, or TO problems are addressed, lessons learned are formulated and communicated to the team through our communication forums and the SCP.