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Quality Assurance Plan

DoverStaffing’s Approach to Quality

DoverStaffing defines quality as the ability to establish ongoing relationships through providing processes and continuously improved services to better satisfy the needs of our customers and our employees. Our goal is to deliver services in accordance with our customers’ requirements and expectations and to provide a work environment that positively contributes to our employees’ well-being. This is the DoverStaffing “Win-Win-Win” philosophy.

At DoverStaffing, we believe that for a relationship to be successful, the customer, the employee, and DoverStaffing must all benefit. This philosophy is a critical component of DoverStaffing’s management approach as it ultimately results in cost savings to our clients.  It has contributed significantly to our success and longevity with our clients and our employees.
Our proposal demonstrates the benefits of selecting DoverStaffing: 

  • Tested staffing and performance management processes will be used, enabling goals to be met or exceeded. We engage in a continuous organizational assessment that ensures that our management and staff remain current and can improve upon processes through on-the-job training and professional development.  This approach ensures low turnover and the recruitment of quality staff.
  • Staffing resources that include professionals with significant experience.  We identify what risks we need to mitigate and immediately focus our attention on innovative solutions for value-added results. 
  • A successful team that utilizes best business practices and processes tailored for each individual company. This ensures that any problems that may arise will be identified early and resolved quickly, thus minimizing any issue that could negatively impact the project. 
  • Demonstrated ability to attract new and retain current employees.  Continuous recruiting for qualified staff and pre-qualifying candidates provides a pool of viable personnel to ensure that all staffing will be in place within 30 days or less of contract award.

Management Processes

DoverStaffing Management Processes includes the following five phases:

  • Initiation
  • Planning or development
  • Production or execution
  • Monitoring and controlling
  • Closing

 

Initiation

During the Initiation phase, we determine the nature and scope of the project. If this stage is not performed well, it is unlikely that the project will be successful in meeting our clients’ needs. Our management approach is proactive.  We conduct needs assessments to assess the business environment to ensure that all necessary controls are incorporated into the project.

DoverStaffing analyzes the business needs/requirements in measurable goals; reviews the current operations; and analyzes the costs and benefits, which includes creating a detail project budget.  Wherever appropriate, DoverStaffing utilizes web-based meeting and training tools to save on travel and meeting costs.  For example, one of our clients was using human capital as a resource because they did not have the capacity to automate.  DoverStaffing created the software and wrote the web-based program that allowed the company to save time and money.  In addition, DoverStaffing trained a small cadre of users and provided support for management to create applicable reports.

Planning and Design

After Initiation, we plan the project to an appropriate level of detail. The main purpose is to plan time, cost and resources adequately to estimate the work needed and to effectively manage risk during project execution. As with the Initiation process, a failure to adequately plan greatly reduces DoverStaffing’s ability to plan and successfully accomplish our goals. As we plan any project, we maintain our commitment to quality and our commitment to developing an approach that is based on the most current industry standards.  Our planning consists of the following steps:

  1. Determining how to plan (e.g. by level of detail or rolling wave);
  2. Developing the scope statement;
  3. Selecting the planning team;
  4. Identifying deliverables and creating the work breakdown structure;
  5. Identifying the activities needed to complete those deliverables and networking the activities in their logical sequence;
  6. Estimating the resource requirements for the activities;
  7. Estimating time and cost for activities;
  8. Developing the schedule;
  9. Developing the budget;
  10. Risk planning;
  11. Gaining formal approval to begin work.

 

Execution and Production

DoverStaffing’s Execution and Production phase stage is where we implement our plan to accomplish the project’s requirements. Execution process involves coordinating people and resources, as well as integrating and performing the activities of the project in accordance with the project management plan.  We utilize our team members and subcontractors who have offices nationwide to help bolster our ability to provide capacity for any given contract.  Even though we are a small business, we execute in a big way.  We have the ability to multitask and manage multiple contracts due to our proven process that allows us to have capacity and remain cost effective in our delivery of service.  This is demonstrated in our work with the State of Georgia where through a statewide contract, we work with multiple agencies, including but not limited to the University System of Georgia and Atlanta Public Schools.  Additionally, we have a nationwide presence through our work with the Veterans Administration and the U.S. Army Reserve.  We constantly evaluate our plan during the Execution phase and make changes as necessary to afford for the most effective plan that embraces efficiency and cost savings.

DoverStaffing’s recruitment and placement ensures low turn-over, which ensures costs savings for our client.  First, we recruit potential employees from industry-specific sites and job boards.  Second, once candidates have been identified, their skills are thoroughly measured against our customers’ needs. Testing is conducted to evaluate skill levels, interests, and aptitudes.  DoverStaffing utilizes the ProveIt! Testing System.  This state-of-the-art, web-based testing system provides a comprehensive employee assessment and evaluation service designed to lower the cost of staffing by reducing poor hiring choices and turnover.  Personality assessments are performed and three references are contacted.  Third, DoverStaffing conducts criminal background checks and drug screenings.  Results of tests and assessments are then carefully evaluated against customer criteria.  Fourth, once an applicant has been screened, interviewed, tested, referenced, and is eligible for hire, the applicant is then eligible to be matched and assigned to a job order.  Last, DoverStaffing works with applicants as they receive job offers.  We want to ensure the employee receives the highest quality of care and attention at the beginning of his/her placement and beyond.  Likewise, it is our mission to provide a seamless transition as the employee begins work.

Monitoring and Controlling

DoverStaffing monitors and controls all processes performed to observe project execution so that potential problems can be identified in a timely manner and corrective action can be taken, when necessary, to control the execution of the project. Our process includes:

  • Measuring the ongoing project activities (where we are);
  • Monitoring the project variables (cost, effort, scope, etc.) against the project management plan and the project performance baseline (where we should be);
  • Identifying corrective actions to address issues and risks properly (How can we get on track again);
  • Influencing the factors that could circumvent integrated change control so only approved changes are implemented
  • Project Maintenance is an ongoing process, and it includes: Continuing support of end users; Correction of errors; Updates of the software over time

 

In multi-phase projects, the monitoring and controlling process also provides feedback between project phases, in order to implement corrective or preventive actions to bring the project into compliance with the project management plan.

 

A significant element in ensuring accuracy, consistency, and quality are the built-in Quality Assurance (QA) reviews that are performed on all deliverables to our clients. In our management approach, we have incorpo­rated internal reviews and reviews with the customer. This mechanism ensures that quality is built into every product we deliver. Agreed-on reviews will be scheduled as mile­stones in the task plan for each task order. We recognize that the reconciliation of cost and schedule information on the monthly progress report is both com­plex and critical to accuracy.  As a result, we have incorporated several QA reviews in our process for generating this report to ensure accuracy, completeness, currency, and quality. Both the Project Manager (PM) and the QA analyst will pro­vide a second review to ensure that all changes have been incorpo­rated and that the report is complete, accu­rate, and con­sistent.  The QA analyst will sign off on the report and deliver it to the PM for signature and submission to the Navy.

Type of Review

Purpose

Task Planning Review (TPR)

  • Verifies that proposed tasking is within the scope of work and that deliverables and schedules comply with the Navy or DoverStaffing Team standards and work product definitions; includes a review of work product definitions, the draft SOW, staff and resources assigned, deliverables, and schedule; and helps avoid duplication of effort.

 

Task Inception Review (TIR)

 

  • Confirms task scope, staff commitment, and resource commitment; allocates budget and sched­ule; conducts risk assessment; determines technical approach; commits to work breakdown structure, milestones, and earned value allocations.

 

Peer Reviews

 

  • Ensure compliance with task SOW and ensure consistency and accuracy of the deliverable.

 

QA Analyst Review

 

  • Ensures that peer review comments have been properly incorporated and that all com­ments have been addressed.

 

Final QA Analyst Review                     

 

  • Ensures that customer comments have been properly incorporated and that all comments have been addressed. Indicates this by signoff before sending the deliverable to the PM for submission to the Navy.

 

In-process Review (IPR)

 

  • Conducted at the 50 and 75 percent task completion points to ensure adequate resources remain for suc­cessful completion.

 

Program Review

 

  • Conducted monthly before submission of monthly progress report to determine performance issues and discuss task status and quality reviews.

 

Task Completion Review

 

  • Reviews task lessons learned for incorporation in the les­sons learned database for continuous improvement; provides input to procedure revisions as required.

 

Customer Satisfaction Assessment

 

  • Obtains feedback from the Navy; incorporates results into quality procedures and lessons learned database; results in revised procedures as required.

Closing Process

DoverStaffing’s closing process includes the formal acceptance of the project and the ending thereof. We archive all activities and document lessons learned.

This phase consists of:

  1. Project close: Finalize all activities across all of the process groups to formally close the project or a project phase.
  2. Contract closure: Complete and settle each contract (including the resolution of any open items) and close each contract applicable to the project or project phase.

DoverStaffing’s management approach brings proven value-added performance management, reduced risk, quality control, institutional knowledge, and personnel who are skilled and knowledgeable in office and workforce solutions.  DoverStaffing’s approach will also achieve the Navy’s goals for greater homeland security, office efficiencies, continued reduction in processing times and costs, as well as more consistent and uniform administration of operating procedures and standards.