Ability to Monitor and Maximize Quality
InfoReliance employs best practices across a range of disciplines such as Program Management, Quality Assurance, Issue Resolution, and Subcontractor Management so that we can reliably and predictably deliver the right solution and services to our Navy and Marine Corps customers. The overarching tool that our team unilaterally employs to effect these best practices in each of our engagements is iFRAME. Beginning in 2004, InfoReliance developed and implemented a quality management system called the iFRAME Business Management System (or iFRAME), to consistently provide products that meet customer and regulatory requirements, and to address customer satisfaction through the effective application of the system, including continual improvement and the prevention of nonconformity. iFRAME is InfoReliance’s collection of processes and methodologies that we use to manage programs and produce all the associated deliverables. iFRAME complies with the international standard ISO 9001:2000 and has been successfully CMMI Level 2 assessed and includes procedures for:
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InfoReliance is committed to our clients’ success by delivering the highest quality solutions, the highest quality services, and are dedicated to adding business value in all engagements through continual improvement of its products, and services. InfoReliance’s quality management extends far beyond inspection of the final product; we actively inspect quality at regular intervals. Our quality system is an institutionalized part of our contract, cost, and management approach.
The implementation of iFRAME, as previously discussed, results in consistently high quality products and services with clear and concise methods for problem resolution. Following formal procedures ensures that members of the InfoReliance Team and their respective management work closely to mitigate risk and reduce any impact it may have upon our customer’s products and services. Using iFRAME procedures to support contract execution results in enhanced team member coordination to ensure long-term contract stability and a standard approach to problem and improvement resolution. Continuous team feedback enables responsive problem and improvement solutions, quality awareness, and the completion of high quality products or services at low risk.
Approach to Guarantee Responsiveness and Cooperation With Customers
InfoReliance is fully vested in our commitment to customer satisfaction. Two key aspects of our approach for rapidly responding to the needs of our clients include: 1) enabling true decision making authority at the Project Manager level, and 2) the assignment of a Quality Manager (QM) to each contract/task order that is awarded by the government.
InfoReliance has a streamlined organizational structure. This results in an effective organization where decisions are made at the levels that allow our technical, contractual, and administrative support to be immediately responsive to the needs of our customers. Our project managers are not encumbered by layers of management and can act immediately as issues arise. By concentrating authority and accountability at the customer level, we ensure that there is a single point of contact who can resolve performance issues quickly and effectively. However, should our Project Manager require additional support, they, and each of our customers, have direct access to InfoReliance’s corporate leadership along with the support of the InfoReliance QM.
Throughout an engagement the InfoReliance QM will regularly conduct Quality Assessments (QA) on project artifacts (or deliverables). These assessments are planned activities in every engagement and act as key drivers to enforce regular communication with our customer. The objectives of the assessments are to identify process and product deficiencies and ensure that any are brought to management’s attention and resolved satisfactorily and without delay. Our QAs also serve as a venue for lessons learned and opportunities for organizational improvement by ensuring procedures are followed and having a standard from which to adjust. The ability of our Project Manager’s to make decisions and the support that they receive from our QM results in an effective approach to guaranteeing responsiveness and cooperation with our customers.
Approach to Problem Resolution
iFRAME includes an orderly and effective process for identifying and resolving problems. The severity of the problem determines who is responsible for resolving it and how much time can elapse before it is resolved. If the specified time elapses without resolution, automatic escalation to the next management level will occur to ensure unimpeded project progress. Problems identified by the team are first logged on the InfoReliance Seaport-e Project Site along with weighted estimates that will define the problem’s magnitude and assumed or anticipated impact on the project. Once the problem has been identified, communicated, and actions towards mitigation taken, then pre-defined procedures, by project role, are in-place for escalation as required. InfoReliance is committed to continuous follow-up activities and we believe that a crucial component to problem resolution and issue tracking is a management review and the incorporation of lessons learned into our follow-on engagements in terms of documentation and adjusting our formalized iFRAME procedures.
