Quality Assurance Plan

Each Task Order will have its own Quality Assurance (QA) and Quality Control(QC) Plan (QAP) tailored to the individual task to include details regarding Occam’s QA/QC organization, methods, processes, and metrics relative to contract execution and overall quality of deliverables, as well as any task specific quality reviews, audit procedures, and metrics. The QA/QC tools and processes used by our PMO and management team will continuously track and periodically review Task Order status and ensure high quality Task Order and contract performance. Three key elements are integral to Occam’s QA/QC approach: communication, customer responsiveness, and pro-activeness.Each Task Order will have its own Quality Assurance (QA) and Quality Control(QC) Plan (QAP) tailored to the individual task to include details regarding Occam’s QA/QC organization, methods, processes, and metrics relative to contract execution and overall quality of deliverables, as well as any task specific quality reviews, audit procedures, and metrics. The QA/QC tools and processes used by our PMO and management team will continuously track and periodically review Task Order status and ensure high quality Task Order and contract performance. Three key elements are integral to Occam’s QA/QC approach: communication, customer responsiveness, and pro-activeness.

List of Occam Assurance Proceedures

Communication

Coordination with government customers through frequent and open communication is a cornerstone of our program and quality management approach . Our commitment to excellent customer satisfaction is reflected in our use of customer advocates who assist customers with mitigating and resolving issues and risks. Our TO Leads are selected and trained as effective communicators, proactively keeping all stakeholders aware of TO delivery schedules and issues that might arise to ensure complete visibility into task status.

Multiple reviews are performed to ensure program, project, and TO success. In addition to Occam’s internal reviews, reviews will also be held with the SeaPort-e ordering activity’s stakeholders to ensure open and consistent communications. Together we will examine business, technical, and management issues; review anticipated TO needs and issues; and agree on a schedule that accommodates the lead time required to fully coordinate TO staffs. To ensure that a consistent set of management practices and reporting techniques are applied across all of our contract activities, a single point of accountability with the authority to commit resources for project completion will be assigned to each TO. This level of accountability provides for timely access and response to the Navy IDIQ CO and COTRs, and to TO COs and COTRs as well. Our approach includes clear lines of communication from our team to the Navy, and an escalation path at the contract and TO levels.

Customer Responsiveness

Customer satisfaction reviews are distributed regularly to all clients in order to objectively gauge our performance. Any issues are addressed immediately and progress is reviewed until improvement is achieved. In customer service, quality equals consistency. A systematic approach provides the right personnel, appropriately trained, and available at the right times. In this way, clients receive the same message or information, delivered in the same manner, at each contact point. To ensure this consistency, contacts are tracked, measured, and reported.

The Occam Teamrecognizes that our clients need and deserve attention at the highest level. Because our program management approach is so critical to our strategic development, all Program Managers (PMs) report directly to their respective corporate officers with customer feedback at the top of their list of reports. If either the contracting officer (CO) or the representative (COR) has an issue that either cannot or should not be addressed by the PM, a corporate officer is always available to meet with the customer to discuss the issue. Among the corporate officer’s responsibilities are:

  • Review weekly all reports and metrics to ensure high quality contract performance
  • Meet stakeholders onsite as necessary to respond to their needs
  • Ensure the PM receives the logistical resources necessary to accomplish all tasks
  • Work with assigned PM to ensure all personnel are adequately trained and supported by Occam

Pro-Activeness

One of the main objectives of Occam’s QA/QC approach is pro-active problem resolution. Our problem resolution process is driven by metrics maintained at the contract and TO levels and including customer satisfaction, schedule, costs, quality of deliverables, productivity, responsiveness, and technical performance, as well as independently conducted surveys of client satisfaction using a scored interview with the customer’s key representatives. Occam’s systematic approach to anticipating problem areas, analyzing risk, and developing resolutions ensures that resolutions will be implemented as necessary with minimal impact upon operations.

Quality Assurance Plan Org Chart

In the case of unexpected issues or problems arising, Occam uses a streamlined best-practices-based escalation process whereby issues are quickly resolved with minimal impact upon systems and/or end users. Depending on problem severity and priority, an Occam staff member will notify appropriate customer points of contact and the Occam PM or TO Lead and begin troubleshooting as needed. Based on the troubleshooting results, we will be able to determine a solution and whether it would require downtime or appropriate approvals. In rare cases, a ticket may be created with a product vendor or OEM for further feedback. The PM will promptly notify the COTR and appropriate government functional managers of the issue, the action being taken to achieve resolution, and an estimated time to complete, providing progress reports to Navy staff as necessary until resolution is achieved. Recurring issues are analyzed to determine root cause, and actions and changes are made, ranging from additional staff training, modification of processes and procedures, to the addition of resources and changing of personnel.

The government client’s escalation path for regarding issues concerning Occam employees is through the employee’s supervisor and if necessary to the PM for final resolution.