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Tetra Tech EMC Quality Assurance Program

  1. PURPOSE:

The purpose of this document is to establish standard procedures for quality assurance processes and activities that are integral with projects managed by Tetra Tech EMC, Inc.

  1. DEFINITION: 

A Quality Assurance Program is defined as the policies, objectives and procedures established by senior management for the application of quality processes to all operations. In addition, the quality assurance program includes the documents at all levels of the company such as quality manuals, standard quality policy, quality assurance plans, standard operating procedures, and quality assurance project plans which establish criteria for how Tetra Tech EMC, Inc. does business.

  1. RESPONSIBILITIES

3.1 Tetra Tech EMC's senior management has overall responsibility for establishing the policies and objectives for the Tetra Tech EMC Quality Assurance Program and assuring that all associates understand and implement appropriate quality program standards in their work.

3.2 Company executives and Program Managers are responsible for the implementation of all applicable quality elements in project operations. These responsibilities include:

3.2.1 Implementation of quality policy, objectives, and procedures.

3.2.2 Maintaining records of the evaluation and approval of supplier quality programs.

3.2.3 Assisting and supporting operations on achieving accreditations, certifications, client approvals, and similar recognitions of qualification to perform work.

3.2.4 Evaluating and clarifying proposal and project quality requirements

3.2.5 Assisting in the preparation of project quality documents.

3.2.6 Assessing, as appropriate, project conformance to quality criteria.

3.2.7 Aiding in the formulation of corrective action plans.

3.2.8 Assisting in measuring client satisfaction and determining trends.

3.2.9 Advising senior management on quality process status and making recommendations for improvements.

3.3 Program Managers are responsible for implementing the required quality programs and thus for the overall quality of their projects. Program Managers will ensure that their team members are aware of project quality requirements and that they have been properly trained.

3.4 Tetra Tech EMC employees, at all levels, are responsible for following the quality policies and procedures established by Tetra Tech EMC.

  1. PROCEDURES

4.1 Project quality management starts with understanding the clients for whom we provide services. The Program Manager will ensure that the project team understands the client's quality requirements, which may include accreditation/certification to specific quality program, compliance with documented standards, or unique criteria associated with the client's supplier qualification program. Some key quality management elements include the project teamís:

4.1.1 Knowledge of the Tetra Tech EMC Quality Assurance Program, including the project specific Quality Assurance Plan and Procedures

4.1.2 Thorough understanding of the client's quality criteria.

4.2 The first step in the project will be development of a detailed project work plan, which includes identification of those risks which may cause deviation from expected scope, schedule, budget, or level of quality, and specific quality objectives and measures to deal with those identified concerns, including the specific quality assurance and/or quality control requirements. Client participation in the planning phase will be sought. A quality assurance project plan and quality control plan/checklist will be prepared, as appropriate.

4.3 If there are special client requirements for quality, the Program Manager will ensure that the quality assurance project plans are revised to include all additional project quality elements that are needed to perform the work for that client. In addition the Program Manager will ensure that the project team has reviewed the client requirements for quality and is prepared to implement those requirements.  

4.4 The project team will also evaluate any quality requirements, which may be necessary due to legal or regulatory conditions associated with the work to be performed. The potential client may or may not be aware of these quality criteria. If the client is not aware of these conditions, Tetra Tech EMC shall provide the information to the client as a part of the proposal preparation activities

4.5 Once it has been determined that Tetra Tech EMC is capable of meeting all of the client's project requirements, a proposal will be prepared and submitted. In the proposal, Tetra Tech EMC will commit to meeting the clientís requirements or, if unable, will clearly define any deviation from the client's request. An alternative proposal may be appropriate if Tetra Tech EMC has a strategy by which the client's requirements can met in a more cost-effective manner. Any alternative proposal will be based on a clear understanding of the client's needs and will appropriately address their specific requirements.

4.6 After award, and as the project advances into the execution phase, the Program Manager will maintain close communications with his/her team. Team members often have direct contact with the client and the client's representatives, and these contacts are important for project quality management and client satisfaction.

4.7 A central Tetra Tech EMC principle of client-focused project management is that there will be "no surprises" for the client. When project changes or problems occur, this information, including any proposed corrective actions, will be promptly and clearly communicated to the client. The client's concurrence with the selected course of action is essential. The Program Manager will keep the project team informed and require that each member of the project team advise the Program Manager immediately of any potential changes in the team memberís scope, schedule, budget, or level of quality. This will allow the Program Manager to advise the client in a timely fashion.

4.8 The Project Manager will plan, at the inception of the project, when to periodically assess the quality elements of the project to confirm that all of the client's quality requirements are being met. The Program Manager will then follow that plan during project progress. In the case of a major project, the project may include a person who is specifically assigned to oversee the defined quality assurance/quality control activities.

4.9 The goal of all project activities, including quality management, is to fulfill client needs and objectives and to achieve client satisfaction. The deliverable document to the client, whether a report, an analysis and recommendation, or some other product, will be accurate, complete, understandable, professionally presented, on time, and within budget. Every piece of data, measurement, calculation, observation, determination, test, or other information leading up to a final report will be verified for accuracy before it is included in the report. In addition, the quality management techniques of peer review and/or third person proof reading will be utilized prior to issuing a deliverable.

4.10 Quality management continues after the client has received the project deliverable. The client will be contacted as soon as possible after delivery to confirm that the deliverable was received in acceptable condition and to determine whether the client has any questions. If the client has received and reviewed the deliverable, the Program Manager will determine the client's level of satisfaction. If the client has not sufficiently reviewed the deliverable to determine degree of satisfaction, the Project Manager will schedule a follow-up call/visit for when the client's review has been completed. If the client has questions or concerns with the project, associated deliverable, or invoices, immediate action will be taken to understand and, if possible, resolve the questions/concerns. The Program Manager will take the initiative and lend all efforts to improving the level of client satisfaction.

  1. RECORDS/DOCUMENTATION

5.1 Project records must be comprehensive, complete, defendable, readily available, and retained per company criteria, regulatory requirements and/or mutual agreement with the client.

5.2 The level of client satisfaction with a project will be documented and used as a reference for future communications with the client on the current or new projects. In addition, the client's comments will used for the improvement of Tetra Tech EMCís processes and/or services.  


Tetra Tech EMC Corporate | 100 Camino Ruiz, Camarillo, CA 93012 | 805.484.9082 | fax 805.484.4607

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