SeaPort-NxG is the Navy's electronic platform for acquiring support services in 23 functional areas including Engineering, Financial Management, and Program Management. The Navy System Commands, Office of Naval Research, Military Sealift Command, and the United States Marine Corps compete their service requirements amongst 1,800 SeaPort-NxG Indefinite Delivery Indefinite Quantity (IDIQ) multiple award contract holders.
SeaPort-NxG Points of Contact: Contracts Manager/Customer Satisfaction: (703) 413-0700
Quality Management Plan: For Seaport Next Generation
Strategic Insight is committed to quality and ensuring client satisfaction. Our quality process has three key elements: the right people on the job, a good understanding of the products and services provided to the client, and good processes that tie the two together. Strategic Insight’s quality process begins with the experienced and professional people we hire, many of whom have enjoyed successful military careers, so our clients enjoy commensurate levels of support and superior products.
Strategic Insight’s corporate leadership includes our Director of Case Management who is dual hatted as our Quality Assurance Officer and dedicated to quality results and client satisfaction. Our Quality Assurance Officer validates Case Leaders’ team’s efforts to meet client expectations. Case Leaders, akin to Program Managers, are responsible for their team meeting client vision and goals.
Quality of services and products are assured through a bottom up process beginning with the professional integrity of the Strategic Insight staff. Case Leaders conduct internal monthly quality reviews and discuss results with their clients as well as report results in progress reports.
The Director of Case Management/Quality Assurance Officer participates in developing quality management plans and reviews all cases on a monthly basis.
Case Files: Case leaders are responsible for creating and maintaining a case file that captures artifacts relevant to the performance of client work. These include the results of services performed and product deliverables. From a product integrity perspective, all significant versions are archived, initially to serve as a back-up to work in progress and eventually to provide a historical record. Case files have proven to be extremely important to clients to ensure consistency, particularly in complex multi-year efforts when personnel changes occur.
Problem Resolution: Problems are generally resolved through leadership, free and open communications, and administering corrective action. Strategic Insight’s approach is to resolve problems expeditiously and at the lowest possible level. A benefit of the small experienced team approach is that the likelihood of problems occurring is small in the first place. Problems that develop during case execution such as late or partial delivery of products or services are first dealt with by the case leader. It is the case leader’s responsibility to keep the client informed of progress through frequent communications and to inform the client immediately when a problem occurs. In addition, formal progress reports will be required to identify potential problems. It is also the case leader’s responsibility to propose solutions and to get the client’s concurrence on the recommended course of action.
In the event a problem cannot be resolved by the case leader and his/her government counterpart or is beyond the case leader’s authority (i.e., if it involves personnel, funding limits, or contractual terms and conditions), the problem will be referred to the Director of Case Management, who has full authority to make the changes necessary to resolve the problem.
Problems and opportunities for improvement identified in consultation with the government result in a workable action plan with management follow-up. Motivators which reward quality improvements are included in the plan. Strategic Insight’s policy of quality awareness, proactive quality system, and commitment to continuous quality improvement results in improved performance in support of our clients.
In summary, Strategic Insight has always been committed to providing superior products and services at best value to our clients. This Quality Management Plan implements a proven approach based on over 30 years of experience and continuous process improvement. This direct approach to quality management ensures value to our clients in an efficient and responsive manner.
Strategic Insight's SeaPort-NxG Team
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