Quality Assurance Program
ATSG knows that our existence depends upon our reputation for delivering complete customer satisfaction on every task we perform. Our commitment to this is reflected in the care used to construct our ISO 9001:2008 Quality Management System (QMS) and our diligence in applying it. Our QMS includes communication, visibility, monitoring onsite employee and support staff performance, timeliness, senior executive involvement, and programs to retain skilled, professional employees.
Monitoring Qualitative and Quantitative Aspects of Performance
Effective Quality Processes:
ATSG has developed a methodology for tailoring quality planning to each program’s unique requirements. This is a methodology to be continually re-applied to address changing needs. The CPM works with the CO, COR, and GTMs to develop a Quality Control Plan using the process outlined below.
ATSG’s Quality Process is qualitative and quantitative.
Identify the quality objectives.
Meet with the customer to review the Statement of Work (SOW), and to identify performance objectives and specific quality or performance concerns.
Identify the quality standards.
What standards or measures will the customer use to evaluate the level of quality?
Identify completeness and correctness criteria.
The completeness and correctness criteria describe when each deliverable is complete and correct as defined by the customer. Deliverables are evaluated against these benchmarks before they are formally approved.
Identify QC activities used to monitor quality output.
Quality control activities verify that deliverables are of acceptable quality and they meet the completeness and correctness criteria established.
When a problem or symptom is identified, the ATSG PM and PMO Staff initiate and implement corrective actions using the following process:
- Document the Circumstances: Whenever a problem is identified, the ATSG PM begins the process of logging, tracking and monitoring by assigning a control number and entering pertinent data into the Quality Control Log.
- Determine possible causes: Using Root Cause Analysis, identify the fundamental source of the problem.
- Develop possible corrective actions: Corrective actions should address the root cause or causes, and focus on impact to the customer’s mission, budget and schedule.
- Discuss with customer and select corrective action: Work with the end-user, contracting officer, COR, and business process owners, to choose the appropriate corrective action.
- Monitor, evaluate and refine: The ATSG PM monitors and evaluates the results of the corrective actions, making any necessary refinements, until our customer confirms that the original problem has been resolved.
- Provide feedback to customer: The CPM provides a monthly report to the customer that lists identified problems; notes their impact on the customer’s deliverables, mission, budget or timelines; lists corrective actions considered and/or implemented; and the current status.