ROME RESEARCH CORPORATION

Offeror: Rome Research Corporation

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ROME RESEARCH CORPORATION

QUALITY CONTROL PLAN (QCP)

DRAFT “Use or disclosure of data contained on this sheet is subject to the restriction on page one of this quote.”


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QCP Table of Contents

(TOC needs updating to reflect actual TOC)1.0 Introduction..........................................................................................................................12.0 Inspection Methods..............................................................................................................13.0 Required Reports.................................................................................................................14.0 Personnel/Resources ...........................................................................................................24.1 On-Site Lead Helpdesk Support Technician....................................................................... 35.0 Functional Areas of Quality Control....................................................................................35.1 Operation and Maintenance - Periodicity Weekly...............................................................45.2 Help Desk Logs, Records and Reports (Documentation) - Periodicity: Monthly...............45.3 Training - Periodicity: Monthly, Quarterly, Semi-Annually...............................................45.4 Security – Periodicity: As Required....................................................................................56.0 Quality Assurance Training.................................................................................................56.1 Inspection Documentation and Records Maintenance.........................................................66.2 Equipment Accountability...................................................................................................67.0 Help Desk Work Request/Orders.........................................................................................6

ATTACHMENT 1 – Corrective Action Monitoring Checklist.....................................................17ATTACHMENT 2 – Help Desk Spot Check................................................................................19

DRAFT Appendix B – TOC Page i “Use or disclosure of data contained on this sheet is subject to the restriction on page one of this quote.”


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QUALITY CONTROL (QC) PLAN

1.0 Introduction

Rome Research Corporation’s (RRC’s) Quality Control Plan (QCP) follows the principles of Total Quality Management, which state that Quality Control is the responsibility of every employee; therefore, every employee is charged with successfully completing his/her duties while continuously searching for, and recommending ways to, improve existing processes. Experience has proven this approach ensures employee accountability; improves task efficiencies; increases customer satisfaction; and promotes cost control on a contract-wide basis.

This Draft QCP serves as the procedural framework for RRC’s economic, responsive approach to meeting or exceeding the requirements of the contract. It is intended to be a living document that will be revised to comply with changing requirements as the the contract progresses. RRC’s Quality Control personnel are knowledgeable and experienced in the requirements and procedures shown in the Performance Work Statement (PWS), and will utilize this document in the performance of their duties.

2.0 Inspection Methods

The types of inspections to be utilized by RRC to ensure Quality Control include the following:

A. Planned (Structured) Inspections - Used to evaluate tasks or processes. These inspections are outlined in the statement of work and applicable Army instructions.

B. Unscheduled (Unstructured) Inspections - Used to supplement planned inspections and effective in evaluating work of a routine or repetitive nature, e.g., checking Help Desk Log entries made by RRC personnel for accuracy and completeness.

C. Random Sampling - Used to evaluate a portion of a task to estimate overall performance, e.g., software/license validation, database verification, and user system spot checks.

RRC also uses Validated Complaints to measure employee awareness of customer requirements. All customer complaints are investigated, reviewed, and responded to as quickly as possible. Responses include an explanation of the problem and the measures taken to correct the problem.

3.0 Required Reports

RRC’s QC records and reports will be available for review/inspection by personnel and include the following:

Checklists: Specific checklists for functional areas that guide the inspector in the performance of scheduled or spot-check inspections. Comments are recorded for inclusion in the Monthly QC Report.The CMP will act as the Quality Control Specialist (QCS). The QCS retains one copy of each completed checklist in the appropriate Functional Area File (refer to functional areas discussed in Section 5.0 below).

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Monthly QC Report: A report prepared by the QCS will list all inspections and spot checks conducted during the month. Deficiencies are kept in the appropriate Functional Area File. A copy of the report will be retained by the QCS in the Monthly QC Report File.

Corrective Action Monitoring Checklist: A checklist used by the QCS as a guide to track areas of performance during periods of corrective maintenance for major equipment/system failures and deferred maintenance actions (chosen at random). Continuation sheets are used when necessary to record notes and comments useful in preparing Corrective Action Debriefing Reports. The Corrective Action Monitoring Checklist is retained for randomly selected deferred maintenance actions. Upon completion, the checklist and continuation sheets are placed in the appropriate Functional Area File.

Major Equipment Failure Report: Prepared by the QCS when any major circuit outage has been restored. The report consists of a detailed synopsis of the failure and corrective actions taken, and includes copies of applicable documentation (Purchase Orders, Requisitions, etc.). The report is used to inform the Government of corrective actions performed to include troubleshooting of symptoms and actions taken, and lists all information in chronological order. One copy is forwarded to the COR or his/her designated AF representative; another is retained by the QCS in the applicable Functional Area File.

Functional Area Files: Contain copies of completed inspections, spot checks, and major repairs.

Equipment Failure Reports: One file is kept for each functional area.

Monthly QC Report File: Contains copies of Monthly QC Reports submitted by the QCS.

4.0 Personnel/Resources

The President of RRC has overall responsibility for ensuring quality performance on the support contract. He makes sure the precepts of TQM permeate our entire organization, i.e., our employees feel a sense of ownership of their tasks and therefore strive to perform successfully; and our employees receive both classroom and on-the-job training to ensure better performance, increase job satisfaction, improve morale, and extend retention rates.

The President of RRC assigns the Corporate Communications Program Manager to serve as advocate for QC matters at the corporate level. The Corporate Communications Program Manager focuses the attention of the President on QC matters that cannot be resolved on site, and enlists the aid of corporate management, technical, and administrative personnel and resources as needed to resolve Quality Control issues. He periodically inspects work sites to evaluate activities and provide a conduit for the continuous improvement of processes and procedures. His efforts augment, rather than replace, the Quality Control efforts of the CMP.

The CMP is responsible for the implementation and execution of this QCP. This individual is knowledgeable and experienced in the requirements and procedures of the PWS, and the reporting, tracking, and documenting of procedures as outlined in this plan.



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5.0 Functional Areas of Quality Control

The support contract support an operational mission encompassing a wide array of functional areas including the following:

Contract Management Programs Management Records Management Publications Content Management Conference Room Management Software Life Cycle Management Software License Management Database Management Website Administration Security Information Assurance Services IT Security Systems Managment

Each functional area, as well as the frequency of inspections is discussed in detail below.

5.1 Operation and Maintenance - Periodicity: Weekly

The operational commitment, expertise, and awareness of personnel that are crucial to ensuring continuous support of the mission. Attention to detail while performing daily tasks must be the foremost consideration for all personnel. RRC will provide both OJT and formal training to all personnel to enable them to perform their duties in a safe and professional manner. Scheduled and unscheduled monitoring of activities will be performed by the CMP. Discrepancies found will be promptly corrected/remedied through normal supervisory channels. The PM will monitor special evolutions requiring deviation from standard operating procedures.

RRC’s QCP incorporates inspections for the following: Software License Management Software Life Cycle Management Web Administration Database Administration Conference Room Management Computer Systems Management Configuration Management Security Information Assurance Programs Contract Management Records Management, Publications and Content Management

5.2 Logs, Records and Reports (Documentation) - Periodicity: Monthly A wide variety of logs, records, and reports are in use throughout the support effort. They are designed to be customized paper trails for accountability within individual areas of concern; as such, they play an important role in the QC of the site. These logs will be monitored by the CMP to determine their accuracy, evaluate them for modification, or determine their continued need. Recommendations will be discussed with the individual support personnel.



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5.3 Training - Periodicity: Monthly, Quarterly, Semi-Annually The CMP will be responsible under the Training Plan for scheduling training sessions, assigning topics, and selecting instructors. The CMP is responsible for:

Verifying the appropriate scope, quality, and quantity of the training schedule Lesson plans Actual presentations Practical demonstrations Formal documentation Maintain training records including personnel files documenting specific training as

mandated by the PWS Conducting semi-annual cross-site training review

5.4 Security - Periodicity: As Required The security of facilities and personnel is crucial to the protection of the organizations mission. The CMP will ensure all RRC personnel both maintain physical and information security as outlined in current directives. The CMP will maintain a listing of RRC personnel assigned to task and a RRC security clearance validation (VAL) provide by the Corporate Security Manager.

To establish and maintain personnel security, the CMP will ensure each RRC employee has a proper RRC Identification Card, Base Contractor access card, and has a valid vehicle decal upon contract commencement. Employees will be required to display their cards/passes at all times, and all requests for access to the site by unauthorized personnel will be approved/denied by the PM and the COR.

6.0 Quality Assurance TrainingRRC Corporate QC personnel will provide training in procedures to RRC personnel assigned to the support contract. Training will consist of sub areas to include but not limited to: Basic, Intermediate, and Advanced procedures. Additionally, the QCP will address work order control (the instrument of production), and training, (the method of maintaining and increasing knowledge, skills and productivity).

Training PlanFormal and informal (on-the-job-training) will facilitate continuous improvement and address any negative trends. Corrective actions will consist of documenting negative trends and applying additional training to ensure technicians understand the task breakdown and end product.

The RRC support training plan, a major sub-set of quality, will consist of the three levels of training required to maintain and improve on professional operations. Training will be conducted for at least a one-hour period every week at a designated time and location.

Knowledge TrainingThe RRC team will be required to read the latest periodicals, newspapers and magazine articles applicable to the Information technology industry. Since web-based knowledge training is available from major software companies on the Internet, the team will be exposed to these web



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sites offering an overabundance of knowledge. An example of this type of training is available through these web sites hyperlinked for review: http://www.adobe.com/misc/training.html

http://hotwired.lycos.com/webmonkey

http://java.sun.com/products/hotspot/

Skill TrainingRRC personnel will receive training in their specialty directly from the CMP or Corporate IT Subject Matter Experts (SMEs). This training will consist of ensuring professional products currently provided to customers are maintained with additional training relating to operating procedures and equipment.

Lateral TrainingPersonnel working in the particular functional area will provide lateral training. This training will be conducted hands-on with primary focus on accomplishing certain tasks requested from the customers. It will allow all RRC IT personnel the opportunity to understand the operations and eventually assume a production role that is monitored by the CMP.

6.1 Inspection Documentation and Records MaintenanceEach request for services will be identified and documented into a database. Using this method will provide essential trend analysis and evaluation notes relating to production work accomplished and Customer feedback. Additionally, customer service surveys will be sent to each customer after service has been provided. Surveys form will be used to for trending, counseling for making the technician aware of the any discrepancy and providing the tools to recover ensuring compliance, or improving the technician’s proficiency. These requests will be maintained and filed by the CMP in the appropriate functional area folder.

6.2 Equipment AccountabilityRRC personnel will be responsible for assigned Government-owned equipment. These inventory records will be filed with the CMP by using a Government approved database. A hard copy of listed equipment will be filed by the CMP. A complete listing will include IT equipment and all Government Furnished Equipment.

7.0 Help Desk Work Request/Orders Help Desk Work Requests/Orders will be supported and tracked by RRC personnel. Upon receipt, work requests/orders are placed into an electronic database and will be identified with a work request/order control number. The CMP will verify outstanding work requests/orders daily and brief COR.



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ATTACHMENT 1

RECORDS MANAGEMENT AND PUBLICATION/CONTENT MANAGEMENT

INSPECTION CHECKLIST

Records Management and Publication/Content Management

SURVEILLANCE: 100%

PROCEDURE: The QAP will perform 100% inspection to ensure that all required documentation below has been turned in as requested monthly. Complete the following checklist and mark A (acceptable) or U (unacceptable). The QAP will then record results of inspection on the QAP activity log, noting the date and time of inspection.

1. RM, FARM, and RC Appointment Letters (AETC IMT 67). A U

2. Records Management SAV Documentation (AETC IMT 132). A U

3. Publication/Content Management Appointment Letters A U

4. Publication/Content Management SAV Documentation A U

Remarks:

Date/Time of Inspection:



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Signature of Inspector:

ATTACHMENT 2

SOFTWARE LICENSE MANAGEMENTINSPECTION CHECKLIST

Software License Management

SURVEILLANCE: 100%


1. Appointment Letter A U

2. Annual Software Inventory A U

3. Annual and Periodic Software Inventory Audit A U

Remarks:

______



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ATTACHMENT 3

WEB ADMINISTRATIONINSPECTION CHECKLIST

Web Administration

SURVEILLANCE: 100%


1. Section 508 Compliance Review Report A U

2. Customer Complaints A U

3. Internet/intranet/SIPRNET Check List Audit. A U

4. Webmaster and Page Master Appointment Letters. A U

Remarks:

______



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ATTACHMENT 4

COMPUTER SYSTEMS MANAGEMENT INSPECTION CHECKLIST

Computer Systems Management

SURVEILLANCE: 100%


1. Equipment Custodian Appointment Letters A U

2. Equipment Custodian Training. A U

3. Joint Physical Inventory Listing. A U

4. Annual Physical Inventory Listing. A U

5. Computer Systems Additions, Transfers, and Deletions. A U

6. ECO Appointment Letter A U

Remarks:

______





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ATTACHMENT 5

CONFERENCE ROOM MANAGEMENT INSPECTION CHECKLIST

Conference Room Management

SURVEILLANCE: 100%


1. CA/CRL equipment listing. A U

2. Non-CA/CRL equipment listing. A U

3. Customer Complaints. A U

Remarks:

______


Signature of Inspector: ____________________________________



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ATTACHMENT 6

SOFTWARE LIFE CYCLE MANAGEMENT INSPECTION CHECKLIST

Software Life Cycle Management

SURVEILLANCE: 100%


1. All software related project reports/reviews. A U

2. Customer Complaints. A U

Remarks:

______


Signature of Inspector: ____________________________________



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ATTACHMENT 7

CONFIGURATION MANAGEMENTINSPECTION CHECKLIST

Configuration Management

SURVEILLANCE: 100%


1. Configuration Management plan for each AFMA System. A U

2. Conducted Functional and Physical Configuration Audit. A U

3. Customer Complaint. A U

Remarks:

______





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ATTACHMENT 8

DATABASE ADMINISTRATIONINSPECTION CHECKLIST

Database Administration

SURVEILLANCE: 100%


1. Customer Complaints A U

2. Monthly % System Up Time A U (exclude scheduled downtime for maintenance)

Remarks:





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ATTACHMENT 9

SECURITY-INFORMATION ASSURANCE NON-SDSINSPECTION CHECKLIST

Security-Information Assurance

SURVEILLANCE: 100%


1. DITSCAP related meeting minutes, reviews, and reports. A U

2. Review of DITSCAP related information in AF-ITMA and EITDR. A U

3. Customer Complaint. A U

Remarks:





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ATTACHMENT 10

PROGRAMSINSPECTION CHECKLIST

Programs

SURVEILLANCE: 100%


1. All project reports/reviews A U

2. AF-ITMA and EITDR validation review report. A U

3. System CIR score report. A U

Remarks:




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