Our approach to monitor and maximize quality is driven by three elements: assessment of quality at the employee level, addressing quality at the beginning of each task, and assignment of a Quality Assurance manager. As stated earlier, quality of services is a major component of employee compensation, including annual performance reviews, assessment of bonus amount, and qualification for stock options. At employee orientation, new employees are provided a copy of our Quality Performance Criteria and briefed on the importance of quality to corporate health and individual success. Every employee is aware of the importance of quality on an individual and corporate level.
At the beginning of each task as part of our Project Work Plan, a Quality Plan is developed to define quality metrics associated with each deliverable, the method for measuring quality, and responsibility for quality delivery. Product quality review milestones are also defined and an intelligent software agent system tracks each deliverable providing advanced notice of review cycles and product delivery dates. Part of our Quality Plan addresses the transition of tasks to performance-based contracts, identifying the approach to transitioning tasks and methods for measuring quality performance.
At Rite-Solutions, quality is monitored both internally and externally. As part of our Quality Plan, Mr. Ozzie Watterson is responsible for assisting task project managers with developing quality performance metrics and for performing periodic task quality reviews. He is responsible for assessing the quality of our products, developing “get well” plans, if required, and for maintaining metrics concerning our overall quality performance and recommending areas of improvement. Our teammates are required to identify a Quality Assurance Plan and manager.
In addition to our internal processes and procedures, Rite-Solutions maintains a Customer Call Plan, assigning customer interviews to our management team. These interviews gather data on customer satisfaction with our entire team including quality, timeliness, responsiveness, and cost effectiveness. Customer input is solicited to identify and correct any problems. Customers are also urged to support our continuous improvement program by identifying ideas and suggestions to exceed current benchmarks. Customer interviews are documented on Customer Contact Reports. All actions are entered into a database, assigned responsibility, and monitored for closure.