2.0 Organizational Structure
3.0 General
The purpose of the Quality Management System (QMS) is to ensure that the professional services provided by Contek Solutions LLC (Contek) meet or exceed the client’s specified requirements at the agreed price within schedule and that processes by which services are developed and delivered are continuously improved, sustainable, and repeatable. It also ensures that problems are identified, evaluated, and resolved. Our Contek team is committed to continuous improvement and has developed processes to establish complete, efficient, and repeatable means for conducting key practices common on all service delivery orders. The team implements or tailors these industry standards in compliance with this QMS manual.
This QMS manual specifically defines the QMS policy for achieving quality and documents the quality objectives to be achieved. It also documents the processes needed for the quality system; describes the management structure, the employees’ roles and responsibilities for achieving quality, and the structure of documentation; and shows compliance between the QMS and International Organization (ISO) 9001:2000 standards.
3.1 Scope and Applicability
Contek has developed policies and procedures that describe key operational activities. These policies and procedures provide the foundation for the QMS.
This manual establishes the approach, plans and procedures for the QMS. The QMS applies to all Contek business activities and will be updated as Contek evolves. It describes the organization, support, schedule, management, and performance of all quality assurance activities and the procedures, tools, and methodologies used in the management and evaluation of the program’s processes and related services. All Contek personnel are required to conduct work in accordance with this QMS and comply with it in all aspects of their work. Contek personnel are responsible for identifying and proposing changes that result in continual improvement in Contek QMS quality, effectiveness and efficiency.
3.2 Quality Management System Manual Control
The QMS Program Manager owns the manual and is responsible for the management of the manual, such as, updates and amendments. The manual will be reviewed at least annually, and revised if necessary to describe changes in scope, organizational responsibilities, documented procedures, policy and objectives that may impact the quality program. The QMS Program Manager has the authority to review and approve any revisions. Revisions to the manual will be issued in accordance with the document change procedure.
4.0 Quality Management System Manual Control
4.1 Quality Policy
Contek Quality Policy
All members of the Contek organization are dedicate to providing best-value services and solutions that meet or exceed our clients’ needs and expectations. Contek has an uncompromising commitment to client satisfaction. This means we always maintain the highest ethical standards in performing our jobs while providing our clients with quality technical services.
Our quality performance is based on the following:
- Provide services that meet or exceed the client’s specified requirements at the agreed price and within schedule;
- Deliver our services through highly competent professionals while striving for innovative and creative solutions for our clients;
- Evaluate and continuously improve the processes by which we provide our services; and
- Strive for error-free services, aiming at always doing our work right the first time.
Contek ensures a consistent quality performance by:
- Relying on the commitment and dedication of highly competent team members;
- Focusing on quality of service, client satisfaction and meeting contractual requirements;
- Ensuring team members have the right level of resources, tools and training for the job;
- Assuring proper project management methodology, including technical and management reviews;
- Integrating quality into work methods, processes and procedures.
We recognize that client satisfaction is key to our continued success and so is positive client appraisal of our performance for our reputation.
Implementation of and adherence to this Policy is the responsibility of all team members. We are fully committed to our QMS and require total implementation of its related policies and procedures.
James E. Johnstone, President
Georges M. Michaud, CEO
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4.2 QMS Objectives
QMS Objectives
The objectives of the QMS at Contek are :
- Services provided are always consistent with client expectations.
- Services provided are always aligned with QMS requirements.
- Client satisfaction is evaluated and maintained at the highest level possible.
- All team members are aware of and engaged in the QMS effort.
- All team members understand their roles and responsibilities.
- Project planning and management is conducted in accordance with QMS.
- Project deliverables are reviewed with the client and delivered as planned.
- Subcontractors and other purchased services/products perform to QMS terms.
- Performance improvement through project management and technical innovation.
- Quality improvement opportunities are evaluated and implemented.
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5.0 Quality Management System
5.1 QMS Organization and Management
Two sections carry out the main functions of the QMS at Contek. Each section consists of Managers and supporting personnel where and when applicable who are responsible for developing, implementing and maintaining QMS within the organization and the services it provides. The QMS Program Manager establishes the overall QMS strategy, plan and processes. Project staff members are made aware of Contek’s QMS and are expected to implement the requirements as part of the project management process.
5.2 QMS Roles and Responsibilities
5.2.1 QMS Manager
The QMS Manager is responsible for the overall performance of the QMS Program, specifically this includes:
- Establishing and implementing a QMS
- Ensuring a high level of client satisfaction is maintained
- Conducting client interface, client reviews
- Coordinating project reviews, lesson learned and relevant closeout activities
- Ensuring QMS reviews and update
5.2.2 Process Assurance
The role of “Process Assurance” is to ensure effective implementation of the QMS into the service delivery process. Specifically it includes:
- Preparing QMS manual and ensure awareness and knowledge of its content with the project teams
- Ensuring QMS integration to proposals, contracts and subcontracts
- Facilitating on-going quality evaluations
- Monitoring project activities, scheduling, milestones, deliverables
- Evaluating contractor and subcontractor QMS
- Promoting awareness of client quality requirements with the project teams
- Ensure rigorous procedure development, implementation and maintenance
- Exercising control over processes and delivery of services to ensure QMS requirements are met, and coordinating corrective actions if necessary
5.2.3 Technical Assurance
The role of “Technical Assurance” is to ensure a high quality standard in the work being performed for a client by a project team. This includes:
- Maintain a high quality of work executed by the project teams
- Provide rapid response to queries, requests and taskings on projects
- Manage project technical performance, costs, and schedules
- Participate in project technical reviews
- Achieve quality objectives set forth in the QMS manual
- Participate in lessons learned, closeout activities and corrective actions
5.2.4 Project Team
The “Project Team” is responsible for the following:
- Implementing all QMS procedures
- Complying with all related requirements
- Participate in lessons learned and corrective actions
- Evaluate processes, procedures and assigned tasks for continuous improvement
6.0 Quality Management System Implementation
Contek has established, documented, implemented and will maintain a continually improving QMS. This is achieved through management control using established policies and procedures. This manual documents the processes of the QMS, describes the structure of documentation, roles and responsibilities, and demonstrates an intent to comply with such standards as ISO 9001:2000. This manual describes, therefore:
- Main processes and procedures established to meet client quality requirements
- Process flow and related interactions
- Methods to ensure effective process operation and control
- Resources used to support process operation
- Methods for monitoring, measuring and analysis
- Plans and actions to achieve results and continual improvement
This section describes how the requirements of ISO 9001:2000 are implemented through the Contek QMS.
This framework involves four key processes as shown below in Figure 4, which essentially turn client requirements into outputs that satisfy those requirements.
6.1 Documentation
The main document is the Contek QMS, which describes how Contek delivers its services. Other relevant documentation include project proposals and plans, Work Breakdown Structure (WBS) and all service delivery agreements and commitments that are in place to ensure effective planning, operation, and control of its processes and records.
6.2 Quality Management System Manual
This consists of our QMS manual. It provides an overview of our commitment to quality services. It is intended to assist our project teams on their day-to-day quality-affecting activities to ensure a uniform and consistent service delivery. In addition, our QMS manual clearly indicates our commitment to quality to current and prospective clients.
6.3 Document Control
Documented procedures or any company-approved documents are routinely reviewed, up-dated and approved by senior management. Corporate procedures are reviewed by senior management prior to being issued or distributed, to ensure they are adequate.
6.4 Records Control
Senior management maintains records to provide conformity to requirements and of the effective operation of the QMS.
6.5 Management Responsibility
Senior management, through the Project Managers, are responsible to communicate to the organization the importance of meeting client requirements as well as regulatory and legal requirements. The entire team is committed to the development and implementation of the QMS as well as its continual improvement.
6.6 Oversight, Reviews and Improvement
Contek reviews its QMS at least annually to ensure its continuing suitability, adequacy, and effectiveness. Opportunities for improvement and the need for change to the QMS, including quality policy and objectives, are assessed during the review, and records of management reviews are maintained as quality records.
Management reviews include also project results, process performance and client feedback. Project performance is reviewed on an on-going basis.
Quality performance is always significant at Contek. Client requirements must be met for every project, as a minimum. Contek takes pride in satisfying its clients by providing services that meet or exceed their requirements at the agreed price within schedule. Project quality performance is evaluated mainly by seeking client feedback. This also applies to services provided through a sub-contractor. Contek aims at providing error-free services at all times. Client appraisal of performance is critically important to overall reputation and exceeding client expectations is key to overall business success.
In summary, Contek senior management ensures the following:
- The quality policy is appropriate
- The quality objectives are appropriate
- The proper resources to implement QMS are in place
- That responsibilities and authorities are well defined
- That proper communications processes are in place
6.7 Plan, Budget, and Report
Senior management ensures the QMS is part of the business plan, with an adequate budget, and deviances, continual improvement opportunities and reviews are properly reported within the organization.
6.8 Managing Internal Improvement
All Contek personnel are encouraged to suggest opportunities and methods for improving service delivery, processes, procedures, and policies. Senior management reviews and implements improvements as appropriate.
7.0 Resource Management
The key process for resource management at Contek is depicted in Figure 5 below.
7.1 Human Resources
Contek ensures the provision of the resources needed for the success of a project. The success of a project is defined as meeting or exceeding client’s expectations, within budget and schedule. Contek must also ensure the availability of human resources, materials, methods, and equipment needed to achieve the project objectives.
All required personnel are recruited, hired, developed, rewarded, and released in accordance with Contek policies and procedures. The competency of Contek human resources who perform work affecting service quality is based on appropriate education, training, skills, and experience. Contek management ensures that employees are aware of the relevance and importance of their activities and how they contribute to the achievement of the quality objectives.
7.2 Human Resources
The employment of qualified staff is ensured through the recruitment process. Contek supplements training as required, by on-the-job training and other specialized training programs.
7.3 Financial Management
Contek follows a rigorous process to ensure effective management of accounts payable, accounts receivable, payroll and travel expense reimbursement.
Project costs are also analyzed for each project, broken down by phases, tasks and job categories. This is known as the Work Breakdown Structure (WBS). Costs are tracked based on proper project management methodology and/or specific client requirements.
7.4 Contract Management
Contek contracts identify requirements of a project as specified by the client, including deliverables, as well as statutory and regulatory requirements related to the services.
Prior to any commitment, senior management reviews client requirements to ensure service requirements are clearly identified and understood. Contek thus makes sure it has the capabilities to meet those requirements.
Contek contract personnel communicates with client contract personnel regarding any concerns and questions during the proposal or bid process, after the contract is awarded, and regarding any subsequent amendments.
Official copies of contracts or Master Service Agreements are maintained by Contek.
7.5 Procurement
Contek ensures that purchased products and services, wherever necessary conform to specified requirements.
7.8 Subcontracting
Subcontractors are selected on the basis of their ability to supply products and services that meet requirements. The selection of sources and the nature and extent of control will depend on the type of services, the subcontractor’s demonstrated capability to perform, and the quality evidence available.
Subcontractors are provided with a Scope of Work (SOW), and services are monitored throughout the duration of the contract.
7.9 Project Realization
Planning for project realization involves a consideration of quality objectives and project requirements. It also takes unto account any work processes involved, documentation, resources, work environment, project management, safety, project execution and delivery, technical interchanges, invoicing, change management, and project closure.
7.10 Project Management
When Contek receives a Request for Proposal (RFP), the client requirements are analyzed to ensure a proper match when compared to capabilities and experience. This review ensures that the requirements are well defined and well understood, and that any ambiguities are resolved.
The WBS (Work Breakdown Structure) is then initiated. This involves the technical and cost aspects of the proposal.
Upon award of the project, Contek performs a complete review of the requirements and compares to the proposal, to make sure differences and ambiguities are addressed immediately. Differences will be re-discussed and negotiated with the client. Once this is resolved and the client’s expectations are clear to everyone involved, the project team will then develop the project plan. The project plan will include the final set of requirements, the scope, the approach, the schedule and the deliverables. This is provided to the client and maintained as a record.
The Project Manager then conducts the kickoff meeting with the client and the project team, to present the approach, obtain approval, and finalize the schedule. The critical operational issues, objectives, and support needs are defined at the kickoff meeting. Also to be clearly defined at the kickoff meeting are the following: authorities, command structure, logistics needs, personnel, security, environmental concerns, safety, and communications. The client then signs off on the project operation, and this document is maintained as a record.
7.11 Reviews and Improvement
The project plan, schedule, budget and deliverables constitute the basic performance metrics for a project. These metrics are essentially generated out of the WBS and Project Management.
These metrics are monitored at regular intervals throughout project execution and delivery. Performance is reported at project meetings with the client. Changes are integrated as they are defined during the project, and the performance metrics are adjusted accordingly.
8.0 Internal Quality Reviews/Audits
Along with real-time surveillance, Contek performs regular internal reviews of its QMS, to ensure that work activities conform to the program and process requirements. Corrective measures are recorded and implemented and if necessary, amendments to the QMS are made.
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