Quality Assurance Plan

Quality Assurance

1.0               Purpose

The purpose of this plan is to establish the process for ensuring that all products and/or services provided by Celtic Technologies, Inc. are of the highest quality and meets the client’s acceptance criteria upon delivery.

 2.0          Scope

This plan defines the items to be accomplished for each project that products/services are provided by Celtic Technologies. All employees of Celtic Technologies are responsible to implement the elements of this plan and achieve a high level of quality performance.

 3.0          Quality Planning

Customer orders, contracts, and specifications will be reviewed in order to obtain a clear understanding of customer requirements for quality. Key areas of consideration during this review include:

• Preparing quality plans
• Identifying any special controls, processes, appraisal equipment, and/or resources/skills
• Ensuring compatibility with the present quality system
• Updating measurement techniques as necessary
• Identifying suitable measurements points and acceptance criteria
• Identification and preparation of quality records

4.0          Document and Data Control

Documented procedures will be established providing the requirements and methodology for document and data control. Documents and data include drawings, specifications, procedures, instructions, and project plans. Review teams will be designated and are responsible to review and approve the documents and the data prior to issuance.

 5.0          Use/Control of Customer-Supplied Product

All customer–owned product(s) is considered customer–supplied product. All customer-supplied products will be utilized properly during its use.

 6.0          Process Control

Documented work instructions, specifications, and acceptance criteria will be provided for each task. Audits will be conducted to verify that process and work instruction requirements are being followed.

 7.0          Product Inspection and Testing

All products provided by Celtic Technologies will be subjected to inspection and testing activities to ensure that the product meets the defined acceptance criteria.

 8.0          Corrective and Preventive Action

• Reviewint customer complaints
• Investigation of the cause of non-comformities relating to the product
• Documenting the results of the investigation
• Establishing the corrective action
• Monitoring the effectiveness of the correction action

An integrated system for implementing corrective/preventive action has been established by Celtic Technologies. These actions are based on the magnitude of the problem and/or potential risk. Corrective actions address the root cause, eliminate the specific issue, and address the same or similar issues in other areas. Thus the corrective action system is also considered preventive. The corrective action system consists of:

Preventive action is a continuous process to anticipate potential causes of non-conformities. Preventive action is prompted and monitored by a combination of statistical data, audit results, quality records, field service reports, customer complaints, and lessons learned.

 9.0          Control of Quality Records

Quality records demonstrating the performance of the quality system will be maintained by Celtic Technologies. These records are readily retrievable and are retained for the period consistent with the requirements of the contract.

 10.0        Audits

Celtic Technologies will maintain an ongoing program of internal quality audits. These audits are performed to review documented procedures and implement required updates approved by management. The management reviews include the audit plan, corrective action, corrective action closure, and follow–up.

 11.0          Training

Training programs at Celtic Technologies will include but are not limited to:

                ·            Computer systems/application

                ·            Engineering technologies

                ·               Business tools and process improvements

                ·               Financial skills for Medical/Health Care projects

·            Government regulations, policies, and procedures

                ·            High involvement team skills

                ·            Ethics and integrity

                ·            Management/Supervisory programs

12.0        Personnel Policy

 Celtic Technologies will provide staff and begin contracts as specified in our proposals.  We will achieve a smooth transition and minimize work disruptions to the customer.  Assigned personnel will be extremely sensitive to the needs and requests of our customers.  We do not allow any of our employees to solicit or market company services and/or products within the respective Government workspaces, especially when it has the potential to disrupt the flow of operations throughout the activity.   Our marketing efforts are primarily by positive ”word-of-mouth” from the services we provide to our customers and the personal satisfaction our employees experience with our company management and benefits. 

 Celtic Technologies personnel will be held to the highest standards for honesty, customer loyalty and integrity. They know that patient information is used for their designated project only.  This information is not used to create databases or any other product not intended for use specifically for the project.   We will ensure that our personnel maintain, transmit, and retain in strictest confidence, and prevent the unauthorized duplication, use, and disclosure of patient information.  We will provide patient information only to employees, contractors, and subcontractors having a need to know such information in the performance of their duties for this project. Our personnel understand the sensitivity of the work associated with Health Affairs and the trust that is placed with them upon assuming those duties.  Any infractions of that trust or loyalty are grounds for disciplinary action, including dismissal.

 13.0            Continuous Improvement

Celtic Technologies will continue to improve all aspects of its culture to maintain the highest standards of Quality performance. This includes improving procedures, processes, technology, and its personnel skills. An essential element for improvement is “lessons-learned”. This coupled with management / employee/customer involvement will be used to determine the improvements to be pursued.  

 13.1        Feedback System.

Obtaining routine customer feedback on the quality and effectiveness of products and services is essential to continuous process improvement and one of the greatest challenges that the Celtic Technologies Team will face.   It is essential that we know both our internal and external customers.  Both the needs and desires of the customers must be understood.  The purpose of customer research or feedback is to transmit customer reactions so that we can anticipate changing demand and modify services to meet anticipated customer demands.  An efficient system for dealing with dissatisfied customers accomplishes little if it is the only quality management tool. We use several methods to ensure our performance is appropriate and of the highest quality from every level of customer.  Typically, customer feedback is obtained by personal contact by technical professionals dealing with individual customers; follow-up telephone calls; frequent customer meetings on all levels; and formal written surveys.

• Personal contact by technical professionals dealing with individual customers;
• Follow-up telephone calls;
• Frequent customer meetings on all levles;
• Formal written surveys.

Useful information can be obtained by analyzing usage trends particularly in the areas of software support and Help Desk services.  This will enable us to define the needs and demands of the variety of customers and develop appropriate new services.  Our focus is on empowering our technical professionals to identify and resolve customer dissatisfaction issues on the spot.

Additionally, informal feedback will be solicited as services are provided.  Celtic Technologies’ policy is that whenever possible, all products and services be delivered or provided in person by a team member or manager.  This gives our customers the opportunity to informally express concerns, ask questions, or provide guidance.

 The Celtic Technologies Team continuously strives to optimize processes, thus leading to continuous process improvement and greater productivity.  The key to success in this area is the critical examination of what is done and how it is done at every level of the job.  While breakthroughs are certainly a part of the improvement process, continuous fine-tuning by the people closely involved with the work provides the sustained attention that leads to our consistent high level of performance.  To this end we have deliberately created a positive and flexible management environment that:

• Focuses on the propole as well as the processes and ensures the people understand quality begins with pleasing the costomer;
• Fosters teamwork;
• Applies quantitative methods and analytical techniques that focus on problem prevention instead of a "find and fix" inspection mentality;
• empowers the idividual task member to take personal ownership of their jobs;
• Encourages employee suggestions and participation in decision-making.

 13.2        Communication Methods

The Project Manager will coordinate regularly with Government technical representatives to resolve technical issues at that level.  The Project Manager will establish a strong professional relationship with the Contracting Officer’s Representative (COR).  Our focus on quality assurance and customer satisfaction will create an atmosphere for resolving issues rather than creating a need to raise them to the corporate Executive Management level.

 To further strengthen communications, the Celtic Technologies project organization will integrate itself directly into the culture of the NAVSEA project The Project Manager and pertinent other team members will attend these meetings.  Appropriate safeguards and protocols will be instituted to protect any procurement-sensitive or contractor-propriety information that is discussed at these meetings.

 While we have modern electronic communications at our disposal, we are acutely aware that face-to-face interchange will significantly enhance professional relationships.  Our Project Managers are required to make general assessments of capabilities versus requirements, discuss the specific gaps and shortfalls, and identify potential solutions.  While reviews such as this demand management time, they are an important factor in ensuring satisfaction of requirements.  They are also integral to our top-level effort to identify problems early so that changes in direction can be made before major investments are committed.

 13.3        Monthly Performance Evaluation Meetings

Celtic Technologies Team members will be available to meet with the CO and/or the COR at any time. We recommend meetings be held between the COR and the Celtic Technologies Project Manager at least monthly. Celtic Technologies will provide superb managerial talent with the applicable expertise for the position of Project Manager.

 14.0        Customer Satisfaction

Celtic Technologies will assess customer satisfaction through audits, independent surveys, employee assessments, and communication with key customer personnel.  To achieve the highest level of Customer Satisfaction the Celtic Technologies Quality Manager will ensure that he provides:

 Customer Advocacy - act as a customer advocate for achieving the quality services expected by contract, resolving quality issues, and complying with customer or contract requests.

 Independent Concurrence - Insure that one-on-one reviews and evaluations have taken place and that corrective actions are implemented in a timely manner.

 Quality Planning - Insure Quality Program Plan is generated and diligently used to produce records and objective evidence of process activities.

 Performance Evaluation – perform periodic audits of services to ensure compliance with Contract requirements.             

 Traceability/Audit Trail - Organization of records and support of  Internal and external Customer audits.