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<br />--------- <br /> <br />. <br /> <br />STOCKTON MAINTENANCE GROUP, INe. <br />1975 SANSBURY WAY SUITE 116 <br />WEST PALM BEACH FL 33411 <br />Trend Forecasting & Analysis (e.g., identification of performance trends - both positive & <br />negative) <br />Communicationllnteractionllnterface Systems (e.g., Progress Review Meetings) <br /> <br />a. Discussion of the Fixes and Manaaement Acts (Control) to Prevent <br />Recurrence of All Identified Defects/Deficiencies (Includes both TSA and <br />Contractor Identified) <br /> <br />In this section, SMG discusses the fixes and management acts (control) to prevent <br />recurrence of all identified defects/deficiencies (Client and contractor identified). As <br />required, the fixes and management acts address both short-term corrections and long- <br />term performance improvement. <br /> <br />Once a defect/deficiency is identified, our QCP contains a process/procedure for <br />corrective action. This process/procedure focuses on three steps (fixes/acts): 1.) <br />Immediate corrective action (e.g., re-performance) 2.) Root-Cause Analysis and 3.) <br />Process Control/Performance Improvement. Coupled with our aggressive inspection <br />system, the three steps are designed to eliminate reliance on customer identification (QA). <br /> <br />b. Immediate Corrective Action/Re-performance <br /> <br />This short-term solution focuses on: 1.) correcting the deficiency as soon as possible after <br />identification and 2.) Re-establishing output levels at or above acceptable performance <br />standards. Most often times, deficiency correction involves re-performing the <br />unsatisfactory/non-performed work. Upon re-performance, the work will immediately be <br />re-inspected for adherence to applicable standards. <br /> <br />c. Root-Cause Analvsis <br /> <br />Directly after re-inspection has occurred, our Supervisor will perform a "Root-Cause <br />Analysis". This analysis simply means that the defect will be analyzed to identify the <br />underlying, procedural or systematic cause of the problem. To fully ensure identification, <br />our Supervisor will employ a routine, systematic approach to problem <br />resolution/elimination. In other words, he will eliminate non-contributing causes/factors <br />and methodically narrow down possibilities so that the contributing cause/factor can be <br />definitively/positively identified. <br /> <br />d. Process Control/Performance Improvement <br /> <br />Once the root-cause of the problem has been identified, focus is then shifted to <br />developing long-term process control/performance improvement measure(s) that <br />concentrate on preventing reoccurrence and thus continually improving services. The <br />benefit of these measures is that they optimize the process and procedure by eliminating <br /> <br />17 <br />