Quality Assurance Plan
AVIAN’s quality assurance process begins with the people we hire. Our strategy is to attract talented people with a superior work ethic, who are proactive, proficient and productive professionals. Consequently, our customers will receive commensurate levels of support and superior products.
AVIAN’s executive staff includes a Quality Assurance Director who is dedicated to quality results and customer satisfaction. While the individual AVIAN program manager for each Task Order maintains responsibility for the team meeting customer vision and goals, it is the role of the Quality Assurance Director to validate that the team is meeting customer quality expectations.
AVIAN’s Quality Assurance Director will conduct independent quality audits of our program manager, technical lead, and overall contract performance, as well as provide the Government Contracting Officer Representative (COR) and the Technical Point of Contact (TPOC) with personal access to AVIAN’s executive management. These independent quality audits will include feedback from the program manager’s monthly contract status (quad) reviews, as well as quarterly “Voice of the Customer” reviews with the COR/TPOCs. Any quality issues identified will be discussed with the customer in order to fully understand the issue and identify potential solutions. A meeting will then occur between the Quality Assurance Director and the AVIAN program manager to define a resolution strategy, and a corrective action plan will be presented to the COR. The plan will include solutions, issues, and support options for immediate implementation.
AVIAN’s “Voice of the Customer” review affords our customer an informal communication path directly to the Quality Assurance Director and executive management to express their satisfaction with the support and services via our Customer Satisfaction Template. The Customer Satisfaction Template rates: (1) behavior of our company, (2) behavior of our people, (3) communication and support, (4) problem resolution, (5) cost/value added, (6) performance, (7) conformance, and (8) reliability.
AVIAN is a veteran-owned small business.
