DHS EAGLE

Quality Assurance

EAGLE Information Technology Support Services
HSHQDC-06-D-00022

The Northrop Grumman quality assurance (QA) solution ensures that we will provide the necessary personnel, materials, equipment, facilities, and other services to achieve the DHS mission, and specifically success on all task orders. Our commitment to quality is evidenced by the Software Engineering Institute’s (SEI) assessment of Northrop Grumman's status among its peers in implementing standardized processes and procedures across our company, and supported by the numerous CMMI Level 5 and ISO 9000 certifications. Our rigorous QA program assesses conformance to performance standards, processes, and industry best practices, assures compliance to product and contract requirements, and seeks to continuously improve quality. Figure 1 depicts the features and benefits of our QA solution.

*We are an industry leader in instituting standardized processes and procedures*
Features	Results	Benefits to DHS
Approach is comprehensive	Process performance and quality reviewd across program lifecycle	Timely identification of quality problems and issues
Proactive approach to preventive actions	Potential problems are identified early	Corrective action process prevents future problems
QA is self-implementing web-based policies and procedures available to all employees	Standard & documented processes QA personnel expertise	QA culture focused on process improvement; customer satisfaction
QA methods are verifiable	Objective and measureable review and audit criteria and results Documented process	Results are traceable to DHS mission, objectives

Figure 1. Features and Benefits of our QA Solution

Our QA solution applies a variety of methods, tailored to delivery of high quality IT support across the task order lifecycle. This approach provides timely visibility and feedback on quality and process performance and initiates corrective actions and improvements. The specific QA method used depends upon the functional area work being performed and the applicable DHS policies, procedures and standards. To implement QA solutions effectively across the company, we established a Continuous Improvement Group (CIG) that leads overall quality management, and collaborates on process improvement and quality issues. The CIG works with business units to identify process and quality improvements that lead to cost savings and are shared throughout the company. All of our major programs have experienced QA managers to direct the QA implementation activities at the project and task level. Our proposed EAGLE Program Management Organization shows a dotted-line linkage of the QA Manager to our Program Manager and solid line to the corporation because we strongly believe that QA is a function independent of program operations, while still part of the PMO to remain cognizant of mission objectives.

Quality Control Review/Audit Process

Achieving high level of quality means we need succinct processes for QA reviews and audits as well as the appropriate documentation for those supporting the effort. Written processes and procedures allow QA personnel to implement audits with step-by-step questions against procedures to assure compliance. We use a standard checklist to ensure we are asking consistent questions across our projects because audits are an objective check against procedures, not opinions of work habits. Figure 2 depicts the audit methods we employ now and will employ on EAGLE along with the participants involved and the frequency of occurrence.

*Standardized, repeatable and reliable processes will be implemented in all task orders.*
Method	What	Participants	Frequency
QA Audit	Objective evaluations of processes and products	QA; Program management; Process/product owner	Yearly-Process audits in accordance w/ delivery schedule-Product audits
Risk Review	Technical, schedule, and program risks	Program Management, task managers	Monthly
Mangement Review	Monitor and control task order and program schedule, budget, performance, and issues	Program Management, task managers	Weekly
Technical Review	Milestone reviews with the customer	Customer, Program Management	Task Order review milestones
Senior Management Review	Executive review and oversight of program performance	Senior management (Vice President)	Quarterly
Customer Satisfaction Survey	Measures the level of customer satisfaction	Customer; Northrop Grumman QA auditor	Yearly-Formal Survey Quarterly-Customer Satisfaction check by Senior Management

Figure 2. Quality Assurance Review/Audit Methods

Handling Corrective Actions

Northrop Grumman's corrective action approach (See Figure 3) ensures QA audit/review actions are identified, documented, analyzed, and corrected to prevent a problem from occurring or reoccurring and to improve processes.

*Our corrective action approach prevents problem occurrence and recurrence.*
Approach	Procedure	Outcome
Identify potential problem	Identify action items during internal reviews/audits and from customer feedback	Action items are identified from QA reviews, audits
Document	Record action items in tracking system Action item description Assignee	Action is fully described, tracked, and assigned
Analyze	Analyze problems for root causes	Root cause is identified
Plan	Develop action plan to correct problem Proposed correction Estimated completion date	Corrective action is identified and planned
Correct	Implement approved corrective action plan to correct problem or issue	Corrective action is implemented
Verify	Monitor/measure effectiveness of action taken	Corrective action is verified for effectiveness

Figure 3. Handling Corrective Actions