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Management Policies
At the project level, requirements are carefully managed, estimates are established, and project plans are developed. We identify, analyze, mitigate and manage risks, obtaining commitments from all relevant stakeholders to our estimates and commitments. ITG staff applies disciplined configuration management techniques as part or our regular contract implementation activities. Baselines are established. Changes to the baselines are managed and tracked. We establish vendor and subcontracting plans, communications and agreements, working together with vendors and contract partners to meet the agreements and commitments. Our staff is required to objectively 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 our plans, we take early corrective actions and manage them to closure. By this implementation of our quality management system, we ensuring that ITG always attains or exceeds the standards expected by our customers.
Assurance, Inspection and Testing
From the customer's standpoint, the most visible activities of the Best Practices Department are those aimed specifically at ensuring the Company’s courteous, effective and timely response to contractual requirements. Those quality assurance activities include random calls to recipients of our products |
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and services inquiring about their level of satisfaction, maintenance and monthly reporting of customer satisfaction metrics, systematic inspection of electronic components at subsystem and system configurations and recordation of all testing performed including the time, date 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. Our Best Practices Department is focused on prevention of quality deficiencies and 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 our Web-based company proprietary system (ITG CENTRE) and transparency is assured by instant availability to our customer base on demand.
Assuring Quality Assurance
A program critical to long-term improvements at ITG is internally focused. The program includes quarterly internal audits and bi-annual external surveillance audits. It examines and documents all internal processes and permits management to communicate to all staff the objectives and mission critical activities. |
