We expect quality performance from our employees and teammates and have established quality control (QC) (making sure the results of the work done is as per expectation) and quality assurance (QA) (making sure the processes are being followed and maintained correctly to ensure continuing quality) methodologies to facilitate and ensure this performance. This quality philosophy is ingrained in our DNA. It all starts at the beginning of the project by defining the customer requirements in detail. Those requirements are then turned into Key Performance Indicators (KPI) or metrics that are then associated with each definable feature of work identified in the Work Breakdown Structure (WBS). These KPI are then communicated to the entire team so that each person knows what the standard is that he or she is expected to maintain. This is a key element in the management of the quality program. In addition, each element of the WBS provides for areas of gate reviews where the quality is measures against the KPIs. Currently, Olgoonik employs several monitoring methods outlined below:
|Inspection||Performance undergoes inspection and evaluation at each occurrence (100% inspection) or periodically for tasks that occur infrequently and where 100% inspection is neither required nor practicable.|
|Government Input||Surveys, interviews, and random samples help evaluate Government satisfaction.|
|Status Reports||Task-specific monthly and quarterly status reports summarize performance and provide information about deliverables, timeliness, and quality of services and products.|
|Operational Monitoring||Reports generated from network monitoring tools and logs examined.|
|Exceptional Reporting||Status reports describe performance shortfalls.|
Olgoonik employs a Quality Control Plan (QCP) and/or Quality Assurance Surveillance Plan (QASP) as the reference guide for management, preparation, execution and quality control when delivering services identified in the Statement of Work. Our plan will address objectives, schedule, standards, Acceptable Quality Levels (AQLs) and recommended monitoring methods. The QCP/QASP will be tailored to specific performance requirements, inclusive of processes, self-assessment metrics and resource requirements. If a plan already exists, we will incorporate what is working, revise areas prone to unacceptable risk or recurring deficiency, and obtain the COR’s approval.
Olgoonik routinely develops, coordinates and implements Standard Operations Procedures (SOP) in support of the QCP/QASP. Procedures include quantitative and qualitative metrics for achieving quality in critical areas of performance. Where appropriate, we include a mixture of text and graphics to ensure a common understanding of the procedures among all the users. We will remain engaged with Government Technical Monitors (GTM) and the COR to anticipate the need for new SOPs and update existing SOPs. We regard the QCP/QASP and SOPs as living documents that should be periodically reviewed and updated to support both recurring and evolving missions. In addition, to mission critical revisions, which must be made immediately, we recommend a formal, semi-annual review led by our Program Manager in consultation with our SMEs and federal participants as desired.