| SeaPort-e Quality Assurance |
 Quality Assurance Plan CEXEC has a proven ability to provide the highest quality service to its clients through an in-house quality program called the Corporate Quality Assurance Plan (CQAP). CEXEC's CQAP embraces the following principles:
CEXEC Group Directors and Project Managers are held responsible for the implementation of these principles on every CEXEC project. Directors and Managers work closely with key corporate staff, specifically the Vice President for Customer Relations, the Corporate Finance Officer (CFO), Director of Contracts, Human Resources, and Director of Operations to ensure each project and client receive the most responsive service possible. Continuous Process Improvement Deliverables are subjected to a continuous review and improvement process that ultimately results in delivery of the best product possible. Once a discrete tasking is received by the Project Manager to create a product, the Project Manager and contract or administrative professional meet, coordinate and/or discuss the tasking to ensure a firm understanding of the requirement, establish a timeline for review and edit, and determine the date of delivery. The overall quality of the deliverable is examined for accuracy, completeness, and technical and grammatical content during scheduled reviews by the Project Manager and staff member(s) performing the task to ensure what is being created is fully compliant with the client expectations. Annotated outlines and drafts are provided to the Government to solicit feedback for comments, suggestions, and overall content. Following final review by the project manager and staff member(s), the deliverable receives a final review with the government to ensure it meets both CEXEC and client standards, and any corrections or edits are applied immediately. Continuous review and improvement is paramount to a high quality deliverable. For new personnel, we assign a mentor who assists the staff member through the deliverable process, to ensure it is accomplished right the first time. Contract Performance Monitoring CEXEC uses procedures, automated tools and a proactive management philosophy to track productivity on projects, defects in deliverables, and overall project performance. In our quality assurance efforts, the CEXEC Team strives to achieve 100% customer satisfaction by applying metrics to contract performance through accounting and project management, network management, service delivery, and quality assured deliverables. Metrics are quantitative indicators that measure various parameters and characteristics that can be used as performance indicators. Through metrics, CEXEC reports, reviews, calculates, records, and revises contract performance indicators to include scheduling, labor resources, and delivery parameters. CEXEC develops and applies metrics to rank and evaluate its responsiveness to proactively managing projects. CEXEC utilizes and refines its delivery approach by efficiently and effectively using quality tested standard operating procedures, implementation plans, and checklists. CEXEC's stringent Corporate Quality Assurance Plan (CQAP) review process for document contract deliverables ensures the customer gets what they want when they want it the first time. Contract Performance through Accounting and Project Management The CEXEC Team utilizes procedures and automated tools to track, monitor, manage and perform Quality Assurance (QA) on contract productivity, deliverables, and performance. The Project Manager performs a QA function at least quarterly, reviewing all corporate contracts and recording contract performance metrics used to quantitatively assess the success of a contract in terms of productivity, deliverables, and overall performance. We employ a proactive management philosophy in which we maximize the use of automated network management tools to discover and correct trouble areas before they become serious problems to be reactively addressed. Approach to Guarantee Customer Satisfaction CEXEC has always made customer satisfaction a priority. The way CEXEC monitors and measures this satisfaction is through regular customer satisfaction surveys. Evidence of CEXEC's superior customer support can be found in a Customer Satisfaction Survey CEXEC conducted in August 2004. CEXEC received completed surveys from 59 of the 114 customers invited to participate, an astounding response rate to written surveys. The majority of customers who submitted replies indicated that CEXEC is better than above average in Overall Quality, On-time Delivery, Satisfaction of Needs, Staff Competency, Staff Attitude, Ease of Doing Business, and Overall Satisfaction. Over 90 percent of respondents would recommend us to others. Approach to Problem Resolution Major difficulties and problem areas are preventable. If risk analysis is performed correctly, with mitigation actions in place, and there is a management focus on anticipating a problem area, analyzing the potential weaknesses and root causes, and applying change to achieve mitigation, then recovery in performance, cost or schedule is achievable. No organization or company is perfect. CEXEC realizes that problems can occur, in different levels of severity, and employs solutions that meet not only the company's high standards but also the client's expectations. Good client-service provider communications is key to identifying what is going well, but also what, if anything, is not going well and needs attention. CEXEC Project Managers, in most cases, work directly on the project that they manage, supervising their employees in the same workspace and have daily interaction with acquisition related tasks, suspense dates, and work products. Our managers are able to identify any problems immediately and take corrective action. They are also trained to anticipate a shortcoming before it becomes a major difficulty, taking corrective action whether it is personnel or resource related. |