Quality Assurance Program
ERPSI has developed an effective Quality Assurance Program built on the quality principles of CMMI Level3, the IT Infrastructure Library (ITIL), and the International Organization for Standardization (ISO). Our program will be tailored to specific DHS quality management requirements and standards and will be enhanced throughout the contract life cycle utilizing self-inspection and our continuous improvement process.
Quality Assurance (QA) for ERPSI programs is provided through a combination of ongoing monitoring of key processes, internal control, process and risk-based audits, as well as management system reviews to validate that all processes are operating in control. ERPSI understands the importance of striking the right balance between the overhead costs associated with a QA program and the level of effort required while delivering the service. It is a matter of resource allocation and cost control while making sure that quality is never compromised. Achieving this balance is a core ERPSI competency that we bring to this contract.
The following table highlights some examples of how we will create this balance:
|Quality Balance Objective||ERPSI Approach|
|Efficiency||Using CMMI and ITIL-aligned methodologies as a foundation for quality means that we will implement continuous process improvement into every facet of our operations. In terms of
quality, this means we will not only implement a process that allows us to monitor performance in near or real-time, but also that we will have processes in place to respond to deficiencies as they
happen. These processes include self-inspections, internal and external audits, customer satisfaction response procedures, and peer reviews on all deliverables and customer facing products, such as
the customer self-help knowledge base.
In addition, ERPSI will work to implement as many proactive responses to problems as possible, thus decreasing customer calls and potential network and service down time.
|Cost Effectiveness||ERPSI’s all-encompassing approach to quality means that we can control costs while providing world-class quality controls. Simply stated, this is because every member of ERPSI is expected to incorporate quality control processes into their daily work.|
|Quality||Integrating quality processes from end-to-end instead of selectively throughout the operation creates an overarching culture of quality. Quality standards being met or exceeded in one area help to boost quality in other areas. For example, meeting or exceeding call response times, call abandonment rates, and system availability rates all create separate quality achievements. Collectively, these achievements help boost customer satisfaction rates as well. At times, ERPSI will focus on specific problems with the goal of establishing a permanent solution and improved quality to the customer. The secondary reward for this focus is increased quality and efficiency in other areas of the operation.|
|Low-Risk||Transparency into our QA approach will allow DHS to remain confident that ERPSI is on target to reach required goals and metrics within stated guidelines. In addition, the use of peer reviews, self-inspections, and audits by ERPSI will create a check/cross-check environment where all team members have a responsibility for the success of the mission.|