Stockton Maintenance Group SMG #1

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