QUALITY MANAGEMENT PROCESS

Transcription

1 QUALITY MANAGEMENT PROCESS The Quality Management Program s Process for Quality Assurance This Quality Management Process has been issued by authority of the CEO of Kforce Government Solutions, Inc. (KGS) for the use of all Associates. Abstract: KGS has established, documented and maintains a quality program known as the Quality Management Program (QMP) to ensure that services/products conform to specified requirements. The QMP applies to all areas associated with KGS s business management and to all services/ products provided to customers. The QMP also addresses the requirements of ISO9001:2008 KGS has defined and documented the quality policy, organization and management review of the Quality Manager, and the management review committee, the KGS Quality Council (ESCG), have responsibility and authority for the implementation of all aspects of Quality Management within KGS. The key sub processes for QM are as follows: Develop Quality Management Policy & Program Manual (PP) Identify Quality Manager & Establish Quality Council (QC) Develop & Document QM Processes & Procedures (DD) Manage, Assess & Audit QM Program (MA) Standard Operating Procedures for the QMP throughout KGS are established as follows: 1. Document & Forms Management (Control of Documents, Control of Records) 2. QMP Process/Procedure Development & Review 3. Records Control 4. Business Planning 5. Management Review 6. Training 7. Customer Satisfaction 8. Internal Audit (Audit Trail) 9. Closed-Loop Problem Resolution Process (Corrective Action, Preventive Action, Control of Non-Conforming Product) 10. Communications KGS has four levels of documentation within their Quality Management Program (QMP). This document describes the quality management process associated with the Quality Management program adopted by KGS. It defines: Processes that have been developed to implement KGS s Quality Management program; Associated quality Standard Operating Procedures that have been designed to enable KGS to carry out Quality Management. KGS s Quality Management Program and the processes and functions that are included in it, is in Attachment A: KGS Processes/Functions..The Work Instructions and other documentation designed to meet this Quality Management Process are referenced in Section 5.0 Process Documentation and References. File No: Effective Date: 01/14/2014 Approved: //Signature on file// Patrick Moneymaker, CEO Kforce Government Solutions, Inc.

2 Amendments Changes in the organization of KGS, or the environment in which it operates, may necessitate modifications, insertions and/or deletions to the overall quality management adopted by KGS and its associated documentation (e.g. Standard Operating Procedures and Work Instructions). The contents of this Quality Management Process may, therefore, be altered on an as required basis. All changes shall be subject to KGS-QM-SOP001 Document & Forms Management. Changes shall be deemed operational following approval by the authorized person/persons and published on the KGS s Document Distribution: President Quality Manager KGS Staff 2

3 1.0 SCOPE KGS has established, documented, and maintains a quality Program known as the Quality Management Program (QMP) to ensure that services/products conform to specified requirements. The QMP applies to all areas associated with KGS s business management and to all services/products provided to clients. The QMP also addresses the requirements of ISO 9001:2008. KGS has defined and documented the quality policy, organization, and management review of the Quality Management Program to ensure its standard application throughout the firm. The President, Corporate Quality Manager, and the management review committee, the KGS Quality Council (KGSQC), have responsibility and authority for the implementation of all aspects of Quality Management within KGS. The key sub processes for QM are as follows: Develop Quality Management Policy & Program Manual (PP) Identify Quality Manager & Establish Quality Council (QC) Develop & Document QM Processes & Procedures (DD) Manage, Assess & Audit QM Program (MA) Standard Operating Procedures for the QMP throughout KGS are established as follows: 1. Document & Forms Management (Control of Documents, Control of Records) 2. QMP Process/Procedure Development & Review 3. Forms Management 4. Business Planning 5. Management Review 6. Training 7. Customer Satisfaction 8. Internal Audit (Audit Trail) 9. Closed-Loop Problem Resolution Process (Corrective Action, Preventive Action, Control of Non-Conforming Product) 10. Communications KGS s QMP and the processes, functions, procedures, etc. are included in the diagram at Attachment A. An index of the processes is in KGS-00-DOC002 KGS Processes and Functions. 2.0 PROCESS DEFINITION The Quality Manager, as delegated by the CEO, is responsible for defining the quality policy. The quality policy is relevant to organizational goals and customer expectations. All employees are responsible for implementing the quality policy. Managers communicate the policy to employees through operations and internal project reviews, training, and the QMP documentation. The principal factor in the successful performance of KGS is the incorporation of quality into all our services and products. Our policy is to always attain, and whenever possible, exceed the standards expected by our customers. This can only be achieved by developing, establishing, and maintaining a Quality Management Program that encompasses all of our personnel and activities. We believe that the interest and concerns of our clients, our employees, and the general public must be balanced. 3

4 The principal factor in the successful performance of KGS is the incorporation of quality into all our services and products. Our policy is to always attain, and whenever possible, exceed the standards expected by our customers. This can only be achieved by developing, establishing, and maintaining a Quality Management Program that encompasses all of our personnel and activities. We believe that the interest and concerns of our customers, our employees, and the general public must be balanced. The responsibility and authority affecting quality are defined and documented in the Quality Manual, the quality Standard Operating Procedures (SOPs), the Quality Work Instructions (WIs), and the Quality Records. The QMP documentation particularly applies to KGS personnel who need the organizational freedom and authority to perform the following quality-related functions: Initiate action to prevent the occurrence of non-conformities relating to product, process, and quality Program; Identify and record problems relating to the product, process, and quality Program; Initiate, recommend, or provide solutions through designated channels; Verify the implementation of solutions; and Control further processing, delivery, or installation of nonconforming product until the deficiency or unsatisfactory condition has been corrected. The CEO has overall responsibility for the QMP, establishes the Quality Council, and chairs the Management Review Meetings. The CEO appoints the Quality Manager to implement, to train, and to document in accordance with the QMP documentation. The Quality Manager has the authority to perform the following functions: Ensure that the QMP is established, implemented, and maintained in accordance with the International Standard ISO 9001:2008. Report on the performance of the QMP to the President/Chief Innovation Officer for review and as a basis for improvement of the QMP; and Serve as the liaison with external parties on matters relating to KGS s QMP. SR Managers at KGS identify resource requirements to development and document the KGS quality processes/functions and processes, and provide adequate resources to fulfil QM requirements. Trained personnel are provided for management, performance of work, and verification activities. Specifically, trained personnel are provided for internal quality audits. The CEO directs that annual reviews of QMP; be conducted the Quality Manager to ensures its continuing suitability and effectiveness in satisfying the requirements of the International Standard and KGS s Quality Management Program (QMP). 3.0 PROCESS FLOW DIAGRAM 4

5 4.0 PROCESS DESCRIPTION KGS s quality policy statement is consistent with the organizational goals as well as the expectations and needs of its customers. The quality policy is encapsulated in the corporate credo We Value Excellence and Continuous Improvement: We set the standard for quality service and solutions delivery to ensure cost savings, reduce customer risk and increase customer effectiveness and is the quality policy statement is incorporated in the Quality Manual. The KGS quality team organization is shown in Attachment B. The CEO of KGS has overall responsibility for KGS s QMP. The Quality Manager, as delegated by the CEO, oversees the implementation and documentation of the QMP. Each KGS SR. Manager is responsible for QMP implementation and quality record establishment within their areas of KGS. The Project Manager (PM) is responsible for establishing, documenting, and maintaining project-level specific quality project files. The Quality Management Program Quality Manual covers the requirements of ISO 9001:2008. This is the first level documentation of the Quality Program. Each section of the manual references applicable Quality Management Processes (QMPs) and Standard Operating Procedures (SOPs), which comprise levels two and three of the QMP. QMP/SOPs describe what activities must be performed for each KGS critical element. Each QMP/SOP references applicable quality Work Instructions (WIs), that define how an activity is performed and which are a part of the level-three documentation of the QMP. Quality Records are contained in level four of the QMP, For each of KGS s identified critical processes/functions, KGS has performed the following actions: Prepared documented procedures consistent with the requirements of the ISO 9001:2008 Standard and KGS s stated quality policy, and Effectively implemented the QMP and its documented procedures. The range and detail of the procedures that form part of the QMP depend on the complexity of the work being performed by KGS personnel, the methods they use, as well as the skills and training needed by personnel involved in carrying out the activity. Changes to QMP documentation are developed in accordance with the QM Process/Procedure Development and Review SOP (KGS-QM-SOP002). KGS has defined and documented how the requirements for quality are met in the four levels of the QMP documentation. Quality planning is consistent with all other requirements of KGS s QMP. The QMP is distributed electronically to all employee and customer locations utilizing KGS s information technology expertise infrastructure. KGS s QMP defines the following activities to meet the specified requirements for services/products, projects, or contracts: Preparation of quality documentation; Identification and acquisition of any controls, processes, fixtures, resources, and skills that may be needed to achieve the required quality; Ensuring compatibility of the management consulting practice, installation, inspection and test procedures, and the applicable documentation; Updating, as necessary, of quality control, inspection, and testing techniques; Identification of any measurement requirement involving a capability that exceeds the known state of the art in sufficient time for the needed capability to be developed; Identification of suitable verification at appropriate stages in the realization of management consulting practice Clarification of standards of acceptability for all features and requirements, including those which contain a subjective element; and Identification and preparation of quality records. 5

6 5.0 PROCESS DOCUMENTATION AND REFERENCES QM-00-DOC02 - KGS Processes and Functions. Attachment A: KGS Processes/Functions 6

7 Attachment B: KGS QMP Team Structure 7