Quality Management Structure
Magadia’s Quality Management Structure ensure clear lines of authority and responsibility for task order deliverables. While the customer will have a dedicated single point of contact for all task orders, our Quality Management Structure enables higher assurances of customer satisfaction through active engagement with subcontractors, customers, and stakeholders at multiple levels.
Quality Assurance Plan
Our Quality Assurance Plan (QAP) will include the processes, templates, tools, and metrics to help translate our quality principles into actions. Our monitoring program consists of continual surveillance for quality issues and ensuring that metrics established in the task orders are met. We will fully support and participate in any surveillance processes of the customer, which may include 100 percent inspection, random sampling, periodic inspection, customer input, and contractor self-reporting.
Quality control processes and techniques such as cause and effect diagrams, flow charts, Pareto charts and customer satisfaction surveys will help us to monitor project results and verify that they comply with quality standards. Magadia’s Project Manager (PM) will measure performance of all requirements to ensure the performance threshold are met. Any significant issues with the delivery of services and products will be forwarded to the COR and our Team’s Senior Oversight Executive, along with a plan for corrective action.
Deliverable Development and Review Process
Our Team will follow a multi-tiered review process to ensure our deliverables meet the high quality standards in the task orders. Any defects or deficiencies in the deliverables will be identified and documented, and their status tracked until they are corrected or eliminated. There are four stages to this process: client input; development of deliverables and peer review; management review; and acceptance of deliverables. In the Client Input stage, our PM will reach an agreement with the customer during a kick-off meeting on the following: goals for the engagement, the approach, the deliverables, the criteria for success and the quality metrics. In the Development of Deliverables and Peer Review stage, Magadia will collaborate with the customer to develop the deliverables and submit them for informal/internal review with the Task Order Manager. In the Management Review stage, the Task Order Manager will submit the deliverables to the PM and the Program Manager to conduct a formal review with the customer. In the Acceptance of Deliverables stage, the deliverables will be provided to the customer. The customer may request that additional adjustments be made before acceptance. The PM will track all changes to the deliverables in a Change Control Log. At the end of each task order project, Magadia will conduct an After Action Review with the customer aimed at capturing any lessons learned relative to the project and we will provide a final report to the customer.
Problem Detection and Resolution Procedure
Our Problem Detection and Resolution Procedure is comprised of four key elements. First, we provide frequent communications with the customer and other stakeholders, as appropriate. On most projects, we provide updates on our services several times each week and we will provide status reports and briefings that list the progress of tasks, major issues, and actions taken. Second, we document and disseminate our understandings to reduce the number of misunderstandings and this allows us to take prompt action when a misunderstanding occur. Third, we use a proven issue prevention and management procedure that enables us to effectively address issues before they escalate. If we receive a complaint, the PM and technical staff will investigate it immediately to determine the cause, develop a Corrective Action Plan, and forward it to the PM and the customer. The PM will maintain an issue log that includes the issue identification number, a description of the issue, the responsible team member, the proposed resolution, the due date for corrective action and the current status. The severity of issue will be categorized as Red (most critical and may affect overall project completion), Yellow (when the issue affects the timeliness or completeness of a deliverable) and Green (when the issue has been resolved). Fourth, we develop and review lessons learned both for major tasks and engagements. Our PM will request the customer to assist in assessing the project, recommended actions and lessons learned.
Magadia’s Quality Assurance process is based on our adherence to best practices methodologies and our continuous monitoring and improvement. Our Quality Assurance process begins during the initial phases of Task Planning and/or IT Service Design, with the definition of requirements, metrics, and success criteria. During the Service Operation Phases, we focus on continuously monitoring status to detect and correct deficiencies. Once deficiencies have been identified, we perform analyses, identify and implement corrective actions, and validate the effectiveness of these actions. We track and report all QAP activities, generating Lessons Learned documents and keeping our customers informed at all times. We also focus on Continual Improvement, reviewing not only our work but also our Quality processes, improving task performance by monitoring efficiency and effectiveness and streamlining processes where possible. We will follow each of these steps to ensure that our deliverables meet requirements and that deficiencies are effectively identified, corrected, and controlled.