At the project level, requirements are verified, estimates established, and project plans developed. ITG staff applies disciplined configuration management techniques as part of every contract
implementation activity. Baselines are established and all changes tracked. We establish vendor and subcontractor agreements, working together with both parties to meet the requirements and commitments. Our staff is required to evaluate the quality of the process and work products, and provide objective insight to management. We also carefully track our actual performance and progress against our plan. We perform internal and external quality system audits that result in preventive and corrective actions. When results deviate from the plan, we take early corrective action, which is managed to closure. By this implementation of our quality management system, we ensure that ITG always attains or exceeds the standards expected by our customers.
Assurance, Inspection, and Testing
From a customer standpoint,
the most visible activities of Best Practices
are those aimed specifically at making certain that contractual requirements are met in a
courteous, effective, and timely manner. Those quality assurance activities include:
- QA calls to recipients of our products and services to
inquire about their level of satisfaction.
- Perform maintenance and monthly reporting of customer satisfaction metrics.
- Systematic inspection of electronic components at subsystem
and system configurations.
- Record keeping of all testing
performed, including the date, time, and the name of the
staff member that completed the activity.
Striving for Quality
Less visible on a day-to-day basis, but equally important to the long-term quality of our systems and procedures, are the various functions designed to promote continual improvement. Best Practices is focused on prevention of quality deficiencies as well as the analysis of service performance with the goal of responding to customer needs in the field. The manager of Best Practices reports directly to the President. The daily monitoring of our operations becomes a part of our controlled quality records. All QA data and customer satisfaction surveys are stored in CENTRE, and transparency is assured by instant availability to our customer base.
This internally focused program is vital to long-term improvement at ITG. The program includes quarterly internal audits and bi-annual external surveillance audits. It examines and documents all established processes and facilitates communication of all critical activities between management and staff.