Quality Assurance Program

Cowan & Associates, Inc. (C&A) is implementing an ISO 9001 Quality Control Program. The level procedures C&A is developing will document how C&A does business and will ensure all work performed will conform to all Navy and Seaport-e Quality Program requirements. C&A level procedures will identify the engineering, integration, and servicing processes, which directly affect quality to ensure that all specified processes, are carried out under controlled conditions. Controlled conditions will include the following:

• Documented procedures

• Use of suitable tools and equipment

• A suitable working environment

• Compliance with standards/codes, quality plans, and/or documented procedures

• Monitoring and control of suitable process parameters and product performance characteristics

• A formalized approval and rejection/correction process, as appropriate.

C&A’s performance measurement tools provide timely, and accurate, validation and monitoring of services. C&A’s Quality Program will provide an umbrella for achieving performance measurement of the Seaport Program. C&A’s program management team utilizes an iterative process to measure and collect metrics, perform analysis, and report findings to our management team. This process, used across the organization achieves uniformity and consistency of measures and metrics in all areas of support. The Measures and Metrics process comprises the following six major activities:

• Produce Estimate – Work will be directed within the affected area to determine measurements that help identify the critical factors for successful goal completion. A refined estimate is then used as a baseline and compared with actual results.

• Collect Measures – Measurement data are collected monthly or on an event-driven basis from the support service areas. The measurement data will be the performance standards as set forth in the contract quality assurance surveillance plan and task order performance requirement summaries.

• Document Measures – Documenting measures involves validating the measurement data and storing it in a repository in this case data would be stored in the C&A Project Control System (PCS).

• Analyze Measures – The estimate assumptions are monitored at each monthly measurement-reporting cycle. If assumptions change, estimates must be regenerated with the revised assumptions. Any significant variances are explained to be sure that they are consistent with the assumptions and the metric analysis.

• Report Results – The estimates and measurements are analyzed to produce program, process, and product metrics results. Reports are interpreted and, if necessary, corrective activities are identified. Team C&A will use this data for monthly Progress, Status, and Management Reports. Monthly reports will be consolidated annually for a performance assessment report.

• Continuous Improvement – The primary objective of the Performance Measures and Metrics Program is to support continuous improvement of the products and the processes that support the Seaport-e Program. Ongoing measurement and analysis can be used to evaluate the trade-off between the cost of changes and the resulting benefits from the improvement effort. C&A will provide performance incentives to its staff as appropriate.

A commitment to quality and service excellence is demanded from all members of the C&A Team, resulting in a continuing pursuit of client satisfaction objectives. Service Excellence comprises a suite of Microsoft Office 2000 tools, other tools and processes, measurements, and behaviors that will promote success on the Seaport-e Program. This approach also encourages collaboration across teams, increases client feedback, and brings a common focus to service improvement.