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1.0 POLICY/PURPOSE
MCA Quality Policy
(As found in the MCA Quality Manual)

“ MCA Engineers, Inc., is absolutely committed to the delivery of products and services
that are consistent with the highest quality standards established by our customers,
industry, and internal requirements. Further, we will exceed the highest expectations of our
customers and strive to continuously improve the quality of our products based upon customer
feedback and self analysis of our processes and procedures. “
The purpose of this Quality System Plan (QSP) is to fully implement the MCA Quality
Policy for the Launch Operations and Support Contract (LO&SC), Vandenberg AFB, CA. This
QSP fully integrates the requirements of the MCA Quality Manual and the various MCA ISO
procedures that implement ISO 9001 elements. (NOTE: In addition to ISO 9001: 1994
requirements, this plan implements ISO 9001: 2000 requirements.) (NOTE: MCA Engineers is
now a subdivision of SBAR, Inc.; however, all existing MCA Quality Management System
policies, procedures, and work instructions remain in affect.)

2.0 SCOPE
This Quality System Plan (QSP) defines the LO&SC Quality Management System (QMS).
It is applicable to all LO&SC functional areas including work performed by subcontractors.

3.0 REFERENCES AND DEFINITIONS

3.1 References

ISO 9001: Quality Management Systems-Requirements, Third Edition (2000-12-15).

ISO 9000: Quality Management Systems-Fundamentals and Vocabulary, Second Edition.

ISO 9004: Quality Management Systems-Guidelines for Performance Improvement, Second

Edition.
Pande, Peter S. et al, (2000), The Six Sigma Way, McGraw-Hill.

American National Standard, ANSI/ISO/ASQC Q9001-1994: Quality Systems – Model for

Quality Assurance in Design, Development, Production, Installation and Servicing

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Guideline for Auditing Quality Systems, ANSI/ASQC Q10011-1-1994, Q10011-2-1994, and

Q10011-3-1994

MCA Engineers, Inc. Documentation

• MCA Quality Manual (QAP 0002)

• MCA and Government Services Division (GSD) procedures implementing ISO

9001 elements

Statement of Work for Launch Operations & Support Contract (LO&SC) (FO4684-98-C-0014)
3.2 Definitions

Contractor Computerized Management System (CCMS): “CCMS is the contractor acquired

computer software and equipment databases contained facility data with the capability of being
accessed by the GPM. It shall store and process data for maintenance management functions….”

Customer: Recipient of a product provided by the supplier. A customer may be a commercial

firm, an individual, or a government agency. MCA is the supplier.
Data Management Central Library (DMCL): The focal point for all quality records
associated with the LO&SC contract. The DMCL is located in Bldg. 861.

Environmental Health and Safety Specialist (EH&SS): LO&SC staff member responsible for
the administration of the contract environmental and safety programs.

Functional Area Manager (FAM): A senior supervisory individual who is responsible for the
leadership, direction, and overall success of an area of MCA, such as O&M, contracts, logistics,
quality, safety, engineering, financial, task orders, etc.

Metrics: Meaningful measures. For a measure to be meaningful, it must present data that
encompasses the right action. In the context of the Statement of Work, metrics refers to
management and performance measures.
Process Action Report (PAR): An electronic form used to report and document
nonconformances, preventive actions, or process improvement actions. The PAR system is
located in the PAR Database maintained at the MCA web site. (NOTE: The PAR is the only
form authorized for recording and documenting nonconformances, preventive actions, and
process improvement actions unless otherwise authorized by the Quality Manager.)

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Procedure: Corporate/division level, written direction that defines the specific strategy that
MCA employs in performing a task, e.g., quality, and human resources, financial. Procedures
give general guidance, and, where applicable, apply throughout all levels of the corporation.

Quality: Totality of characteristics that bear on the ability to satisfy stated and implied needs.

Quality Assurance Office/Officer (QAO): The LO&SC agency that is responsible for the
overall management of the LO&SC’s quality program. For the purposes of this QSP, the
LO&SC Product Assurance (PA) Office is the QAO.

Quality Hold: An order issued to cease operations because the desired level of quality is either
not being achieved or the quality of the product or service is in question.

Quality Assurance Guide (QA Guide): A directive, prepared by the LO&SC PA Manager and
approved by the LO&SC MCA Program Manager, that gives interim guidance on policies and
procedures affecting the LO&SC. These guides are temporary in nature and do not conflict with
corporate or division policies and procedures. Further, these guides are either incorporated into
a LO&SC work instruction or are rescinded when they are no longer needed.

Quality Management: All activities of the overall management function that determine the
quality policy objectives and responsibilities and implement them through quality planning,
quality control, quality assurance, and quality improvement within the quality system. Quality
management is the responsibility of all levels of management in all functions within an
organization. Its implementation involves all members of the organization.

Quality Management System (QMS): MCA’s coordinated activities to direct and control the
LO&SC quality program. Direction and control includes the establishment of the quality policy
and quality objectives, quality planning, quality control, quality assurance, and quality
improvement. Quality management is the responsibility of all levels of management in all
functions within MCA, to include the LO&SC. Its implementation involves all MCA employees.

Quality Objective: Something sought or aimed for and is generally based upon MCA’s Quality
Policy. Quality objectives are normally identified for specific functions/organizations within
MCA. (NOTE: For the LO&SC, contract metrics are quality objectives.)

Quality Steering Committee (QSC): Organization of LO&SC senior managers who review the
LO&SC QMS to ensure its continuing suitability and effectiveness in satisfying the ISO 9001

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requirements, fulfilling MCA’s quality policy, and meeting the needs of our customers. (NOTE:
The LO&SC holds a weekly QSC as part of its staff meeting.)
Quality System Plan (QSP): Written direction/guidance to establish and maintain an ISO 9001
compliant and/or equivalent quality system IAW the LO&SC Statement of Work. The QSP
implements the Quality Management System.

Statement of Work (SOW): Contract number FO6484-98-C-0014 that is the written agreement
with the Government for the administration of the Launch Operations and Support Contract at
Vandenberg AFB, CA.

“Voice of the Customer:” A strategy and system developed by Pande, Nueman, and Cavanaugh
(Pande, Peter S. et al, (2000), The Six Sigma Way, McGraw-Hill) that continually tracks and
updates customer requirements, competitor activities, market changes, etc.

Work Control Center (WCC): The LO&SC agency that is the customer service function for
the contract. The WCC receives, processes, schedules, tracks, and provides status on all work
requirements within the contract.
Work Instruction (WI) : Written details that, when appropriate, state what shall be done and by
whom; when, where and how it shall be done; what materials, equipment and documents shall
be used; and how it shall be controlled and recorded. WIs will normally be used to implement
corporate procedures and/or specific contractual requirements.

4.0 RESPONSIBILITIES

4.1 Product Assurance (PA) Manager

The PA Manager is responsible for the Quality System Plan.

4.2 Quality System Responsibilities

WHO RESPONSIBILITY AND AUTHORITY

• Maintain the Quality Management System (QMS)
Program Manager • Develop and implement plans for improving the
quality management system
• Communicateand ensure the visibility and
understanding of MCA’s quality policy throughout the

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company
• Chair/attend QSC meetings
• Ensure customer requirements are identified and
achieved to enhance customer satisfaction
• Establish communication processes to ensure that there
is feedback regarding the effectiveness of the QMS
• When appropriate, issue QA Guides for the LO&SC
• Ensure that the QMS is established, implemented, and
maintained in accordance with ISO standards throughout
LO&SC
• ReportQMS performance to the Program
Product Assurance (PA) Manager Manager/QSC and make recommendations for
improvement
• Ensure the promotion of customer requirements
throughout LO&SC
• Obtain and communicate customer requirements to the
Functional Area Managers (FAMs) appropriate management level
and supervisory personnel • Ensure that qualified, skilled, and trained personnel, as
well as other resources, are used to implement the QMS
• Ensure that products and services satisfy customer
requirements, including quality, safety, cost, timeliness,
performance, reliability, durability, accuracy, and
maintainability
• Comply with applicable standards, specifications, and
All Employees documented procedures/work instructions
• Demonstrate understanding of the quality process
• Perform quality work
• Comply with corporate procedures and WIs.
• Stop work in-progress and notify the FAM when
quality is in doubt or compromised

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5.0 REQUIREMENTS/PROCEDURES

Figure 1 – Responsibilities for LO&SC SOW Requirements

Program Manager
(3.1.1 Program Management)

Product Assurance (PA) Manager

1.4 Quality Assurance

1.5 Security
3.1.4 Data Management

Resource Manager Technical Services Manager Contracts/Procurement Manager

(3.5.1 Sustaining Engineering)

1.7 Energy Conservation Corrosion Control Manager

Operations and Maintenance Manager SLC-3/SLC-4 Manager (3.4.1 Corrosion Control)
1.8 Environmental Controls
1.9 Safety
3.1.2.1 Customer Service/Trouble Desk
3.1.2.3 Work Classification 3.1.2.2 Planning and Estimating 1.3.1.1 Benchstock
3.1.1.2 Space Launch Complex
3.1.2.4 Environmental Hazards 1.3.1.2 Integrated Logistics Support
3.2.1 Operations
3.1.2.5 Work Site Access 1.3.1.3 Supply
3.2.2 South Vandenberg Power Plant
3.1.2.6 Outages & Work Clearance 1.3.2 Contractor Furnished Property
3.3.1 Recurring Work Program
3.1.2.7 Daily Problem Summary Report 3.3.5 Elevators
3.3.2 Corrective Maintenance
3.1.2.8 Completed Work 3.11 Reimbursables
3.3.3 Facilities (Appendix A)
3.1.3 Financial Managment 3.3.4 Cranes & Hoists (Appendix B)
3.10 Contractor Employees 3.3.7 Towers (Appendix E)
3.3.8 Diesel Electric Units
3.3.10 Test Weight Moves
3.3.11 Lifelines (Bldg 1819)
3.5.1.4 Construction Management
3.5.2 Plant Engineering
3.6 Repair
3.7 Work Request
(SOW Development)
3.8 Task Assignments
(SOW Development)

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Figure 2 -- Structure of Quality Management System Documentation

MCA

Quality
Policy
Statement
Philosophies and
Why MCA Quality Manual
Policies

What, When, Corporate/Division Procedures Principles and

and Additional Documents/Data
Where, and Who Strategies
(Records)

Division, Branch, and Contract

How Specific Work Instructions Current
and Additional Documents/Data Practices
(Records)

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5.1 General
The Launch Operations and Support Contract (LO&SC) provides mission essential
support for ground systems associated with launch operations and ensures continuing timely,
responsive, and technical excellence in mission and test support by the 30 Space Wing (30 SW)
to the space, ballistic missile, and related programs operating at Vandenberg AFB, CA. MCA
Engineers, Inc. is teamed with EG&G and General Physics Corporation and are the nucleus of
the LO&SC. As the LO&SC team, we are responsible for providing and managing a skilled
work-force capable of providing services in the following areas:

• Planning, Programming, and Cost Estimating

• Design

• Studies and Analysis

• Installation

• Fabrication

• Project Coordination/Scheduling

• Repairs, Modification, and Refurbishment

• Quality Control, Testing, and Inspection

• Drafting and Documentation

• Documentation Updating and Maintenance

• Surveillance

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• Operations and Maintenance

• Corrosion Control

5.2 Quality Management System (QMS)

LO&SC has established and documented a QMS specifically designed for LO&SC that
ensures compliance with contract SOW requirements, applicable elements of ANSI/ASQC 9001-
1994 (ISO 9001), ISO 9001: Quality Management Systems-Requirements, Third Edition (2000-
12-15), the MCA Quality Manual, MCA procedures, and GSD procedures. This QSP establishes
quality policy, plans, and procedures for implementing the QMS. Detailed work process
instructions and procedures implement our quality system at all levels of the organization. There
are no exclusions to the 1994 or 2000 version of ISO 9001.

5.3 Organization and Management

Figure 1 is the assignment of SOW responsibilities to specific LO&SC functional

areas/FAMs. The responsibility for quality begins with the LO&SC Program Manager, assisted
by the Quality Assurance Manager (PA Manager), and flows through FAMs, lead
technicians/foremen, and onto technicians and painters. This is intended to be a dynamic process
with the flow of information going up, down, and across the organization.

5.4 Continuous Quality Improvement

LO&SC utilizes a process-oriented quality management system designed in consonance
with ISO 9001 series standards, with built-in mechanisms to ensure continuous quality
improvement. Through employee involvement, we strive to build quality into our work processes
and procedures and reduce the need for quality control inspections after the work has been
completed. This results in reduced costs associated with re-work and the correction of non-
conforming work. Elements of our QMS that emphasize and facilitate continuous quality
improvement include:

Work Instruction (WI) Development and Updates: User input collected during simulated or
“first runs” of WIs provides valuable information and data for improving detailed processes.
Corrective and Preventive Actions: Eliminating causes of actual and potential defects in
product or performance and verifying the effectiveness of actions taken promotes continuous
improvement.

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Internal Quality Audits: Trained auditors provide an independent assessment of QMS elements
and results of processes to discover defects and opportunities for improvement.
Management Review: Program management reviews of QMS elements provide an overview of
performance that identifies trends, weaknesses, and opportunities for improvement. These are
conducted during regularly scheduled QSC meetings.
Nonconformance Reporting: Disposition and closure for nonconformances include
consideration for corrective actions.
Employee Suggestions/Involvement: Every employee is encouraged to share ideas for
improvement and every suggestion is thoroughly evaluated. This is one of our most valuable
sources of innovation and improvement ideas.
Customer Feedback/the Voice of the Customer: Increased customer satisfaction results when
customer concerns are promptly addressed and positive steps taken to remedy concerns. In
addition to frequent face-to-face meetings with customers, the LO&SC Customer Survey Form
and customer visits are used to identify potential problem areas.
Quality Hold: When warranted, LO&SC personnel and subcontractors are authorized to impose
an immediate “Quality Hold” on work in-process, impounding nonconforming products,
withholding acceptance until quality is assured, etc. Quality Holds are promptly reported to the
appropriate FAM/supervisor for action as required.
5.5 Quality System Required Elements

5.5.1 Management Responsibility

The Program Manager has executive responsibility for the QMS and the PA Manager has
the authority to establish, implement, and maintain the QMS. Further, the PA Manager reports
the status of the QMS to the Program Manager on a recurring basis.
5.5.2 Quality System
The Program Manager chairs a weekly staff meeting of senior LO&SC managers that
oversees the successful implementation and continuation of the company’s quality program.
Portions of this staff meeting are dedicated to quality issues in the form of a Quality Steering
Committee (QSC) Meeting. These meetings address the status of open PARs and when
appropriate, the Program Manager appoints Action Teams to resolve problem areas, prevent
problems from occurring, and implement specific quality improvement programs. In addition to
addressing the status of PARs, these meetings are used to address specific quality issues that
require additional support from the LO&SC staff. In addition to the Program Manager, the QSC
is composed of, as a minimum, the PA Manager, Technical Services Manager,

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Contracts/Procurement Manager, and the Resource Manager. Further, the PA Manager

maintains a suspense list that, amongst other things, documents the status of all open PARs.
5.5.3 Contract Review
The Contracts/Procurement Manager maintains documentation for review of contract
requirements and Statement of Work (SOW) changes, proposal processing, and contract
amendments. Affected FAMs review contract scope changes to ensure requirements are
adequately defined and the capabilities exist to meet those requirements.

5.5.4 Design and Development Control

The Contracts/Procurement Manager employs design and development control services

that verify that LO&SC design and development activities meet ISO 9001, MCA, and customer
requirements. LO&SC design and development activities are planned, controlled, verified, and
validated; requirements for designs are documented; design reviews are held, as appropriate; and
design changes are made in accordance with documented procedures/WIs.

5.5.5 Document and Data Control

The MCA structure for documenting the Quality Management System is depicted in
Figure 2. To the maximum extent practical, corporate and division procedures are written with
sufficient detail so they can be used at the contract level. When more details are needed, the
LO&SC has written contract specific WIs to further ensure the quality of our products and
services.

MCA and the LO&SC have established and maintain procedures and WIs to control all
documents and data that relate to the requirements of the LO&SC. Requirements are established
for review and approval of WIs prior to use; maintenance of a master listing of controlled
documents identifying the current revision status; and controls to prevent the use of obsolete or
invalid documents and data. Changes to internal documents and data are reviewed and approved
by the same organizations or functions that performed the original review or approval. Table A
is the Quality System Plan Relational Matrix that defines the procedures, WIs, etc. that are
required per this Quality System Plan.

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Table A – Quality System Relational Matrix

OPR ISO
DOCUMENT NAME ELEMENT SUSPENSE COMPLETED
(1994)
MCA & GSD PROCEDURES
(Latest Revision Located MCA
Web Site & LO&SC Server)
MCA Quality Manual MCA QA 4.1 to 4.20 N/A 16 Aug 03
GSD Contract Review MCA QA 4.3 N/A 27 Nov 02
MCA Design& Development MCA QA 4.4 N/A 11 Jan 02
Control
MCA Document & Data Control MCA QA 4.5 N/A 7 Feb 03
GSD Purchasing MCA QA 4.6 N/A 22 Feb 02
MCA Customer Property MCA QA 4.7 N/A 24 Jan 03
MCA Product ID and Traceability MCA QA 4.8 N/A 15 Feb 02
MCA Process Control MCA QA 4.9 N/A 6 Feb 02
MCA Inspection and Testing MCA QA 4.10 N/A 1 Mar 02
MCA Control of IMTE MCA QA 4.11 N/A 25 Feb 02
MCA Inspection and Test Status MCA QA 4.12 N/A 24 May 02
MCA Control of Nonconforming MCA QA 4.13/4.14 N/A 27 Feb 03
Product/Corrective and Preventive
Action
MCA Handling, Storage, MCA QA 4.15 N/A 7 May 02
Packaging, Preservation, and
Delivery
MCA Control of Quality Records MCA QA 4.16 N/A 27 May 02
MCA Internal Audits MCA QA 4.17 N/A 1 Apr 02
MCA Training MCA QA 4.18 N/A 10 May 02
MCA Servicing MCA QA 4.19 N/A 1 May 03
MCA Measurement and Analysis MCA QA 4.20 N/A 29 Apr 02

LO&SC WIs
(Latest Revision Located
LO&SC Server)
Quality System Plan PA 4.1 to 4.20 N/A 25 Oct 02
LO&SC Design and Development PA 4.4 N/A 19 Sep 02
Control
LO&SC Government Property Contracts/ 4.7 N/A 10 Nov 02
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Procurement
Work Control Tech Services 4.9 N/A 6 Jun 02
Environmental Program EH&SS 4.9 N/A 11 Feb 03
Administration
EPA specific environmental EH&SS 4.9 N/A Various
programs
OSHA specific safety programs MCA QA, 4.9 N/A Various
EH&SS
Preventive Maintenance WIs PA 4.9 N/A Various
Crane & Hoist Insp./Main. Tech Services 4.9 N/A 22 Mar 03
Crane Rated Load/Proof Load Tech Services 4.9 N/A 19 Mar 03
Service Guide Main. Checklist for
Alimak Elevators Tech Services 4.9 N/A 1 May 99
Service Guide Main. Checklist for
Hydraulic Elevators Tech Services 4.9 N/A 1 May 99
Service Guide Maintenance
Checklist for Traction Elevators Tech Services 4.9 N/A 1 May 99

Miscellaneous
(Located MCA Web Site)
CWBS Dictionary Financial 4.1 N/A 21 Oct 03
Cost Performance Report Financial 4.1 Monthly Monthly Update
Elevator Work Schedule Tech Services 4.9 Annual Annual Update
Facility Inspection Schedule Tech Services 4.9 Annual Annual Update
Power Generator Status Report Tech Services 4.9 Monthly Monthly Update
Meter Readings Tech Services 4.9 Monthly Monthly Update
Facility Corrosion Control Plan Corrosion 4.9 Annual Annual Update
Contract Funds Status Report
(JOCAS) Financial 4.9 Monthly Monthly Update
Contractor’s Upload Format Financial 4.9 Monthly Monthly Update
Power Plant Monthly Ops. Tech Services 4.9 Monthly Monthly Update
Waste Water Discharge Report Tech Services 4.9 Semi-Annual Semi-Annual
Update
Fugitive Hydrocarbons Report Tech Services 4.9 Quarterly/ Quarterly/
Annual Annual Update

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5.5.6 Purchasing
LO&SC maintains documented procedures to ensure products and services are obtained
from approved suppliers and meet defined requirements for quality, cost, and schedule.
Procedures include methods for evaluating and selecting qualified vendors and subcontractors;
preparing purchasing documents that clearly define requirements; verifying products and
services meet requirements; and provisions for source acceptance of supplier’s product. Purchase
decisions are based on obtaining the best quality products, at the best cost, in time to support
customer schedule requirements.

Receiving inspection is performed to ensure incoming materials have undergone a review

for conformity. When a source inspection or independent testing is indicated, the requirement is
specified in the purchase document and acceptance records included with shipping documents.
Suppliers must guarantee LO&SC access to facilities to conduct source inspection and
surveillance, or to expedite product delivery or processing when needed. Nonconforming
products are rejected.
5.5.7 Control Of Customer-Supplied Product
Accountability for Government Furnished Property is assigned to the LO&SC user and
verified by routine daily operator inspections and periodic property audits as appropriate.
Methods for controlling and managing materials and equipment are incorporated into our control
of government property plan. The Contracts/Procurement Department maintains property
records and an electronic inventory listing of all equipment and property and warranties are
maintained in our Contractor Computerized Management System (CCMS).
5.5.8 Product Identification And Traceabilty

The scope of ISO 9001 element 4.8 is limited to identification of operators and workers
who perform detail processes for LO&SC. Our CMMS and process work instructions provide
this element.

5.5.9 Process Control

The LO&SC QMS ensures all work is prescribed in clear and complete work process
instructions that provide criteria for performing operations and acceptance of completed work.
Each functional area contributes to the development and maintenance of work processes.
LO&SC process control includes:

• Documented MCA procedures and LO&SC specific Work Instructions.

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• Control, use, and operation of equipment.

• Suitable working environment.

• Compliance with standards, codes, and regulations.

• Approval of process, procedures, and equipment.

• Criteria for workmanship.

• Maintenance of equipment to ensure continued capability and operation.

FAMs are assigned for each process and this assignment is documented in the applicable WI.

5.5.10 Inspection and Testing

Required inspection and testing, performed by designated individuals, and the records to
be established, are detailed in various WIs needed to perform LO&SC tasks. Inspection
mechanisms involve a combination of checkpoints utilizing self-inspections and technical
verification by designated personnel at identified quality inspection points.

5.5.11 Inspection, Measuring, and Test Equipment (IMTE)

The MCA has established procedures for handling, calibrating, and controlling any
inspection, measurement, and test equipment used to verify conformance to established quality
requirements and specifications. Calibration and periodic maintenance of inspection,
measurement, and test equipment are controlled and documented by the LO&SC automated
calibration and maintenance recall system. All measurement and test equipment will be available
for use by the Government when needed to verify conformance with contract requirements. The
Vandenberg AFB Precision Measurement Equipment Laboratory (PMEL) calibrates IMTE.

5.5.12 Inspection and Test Status

Inspections are conducted by designated individuals who indicate acceptance by

signature or stamp and date or by electronic means on the appropriate documentation. A
serviceable (yellow) or unserviceable (red) material/equipment tag is used to indicate material or
equipment status.
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5.5.13/14 Control of Nonconforming Product/Corrective and Preventive Action

Each functional area initiates and maintains procedures with appropriate records to
ensure nonconforming products or services are not used or delivered to the customer. These
procedures ensure proper identification, documentation, evaluation, segregation, corrective
actions, preventive actions, disposition, and notification of nonconforming products or services.
The documentation system is available to the customer for use in reporting defects as well as for
determining status of reported nonconformances. When nonconformity is detected, a Process
Action Report (PAR) documents recovery and corrective actions.

Nonconformances are identified by LO&SC employees as part of their daily work. It is

their responsibility to document the nonconformance, and report it to their supervisor and the
QAO (Product Assurance). The QAO ensures nonconformances are properly documented,
tracked, and that the proper LO&SC and Government personnel have been notified.
Nonconforming product and/or material is controlled until the nonconformance is resolved.
Recovery actions; including system restoration, retest, and corrective actions, are documented in
the PAR system.

Sustaining Engineering provides N/CAR dispositions when an engineering solution is

needed; the nonconformance affects form, fit, or function; a change is required to the system
configuration; or the nonconformance is against a critical system. Otherwise, lead
technicians/foremen provide dispositions. LO&SC technicians implement all approved recovery
instructions. When appropriate, Government concurrence is obtained for nonconformance
dispositions.

PARs are also used when there is a problem or the possibility of a nonconformance. The
QAO ensures preventive actions are properly documented, tracked, and that the proper LO&SC
and Government personnel have been notified. These reports remain open until the problem is
solved or sufficient preventive actions are implemented to prevent a nonconformance.

The QAO is responsible for monitoring all PARs (including process improvement) to
ensure proper identification, control, isolation, and disposition of nonconformances and
preventive actions. FAMs ensure that cost-effective and positive corrective and preventive
actions are taken to preclude or reduce the rate of nonconformances. See MCA N/CAR
Procedure for details.

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Approved: Date: 1 November 2003

Title: LO&SC Quality System Plan REV Page 17 of 19

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5.5.15 Handling, Storage, Packing, Preservation, and Delivery

Warehouse shelf -life is the major concern in this area and the LO&SC
Government Property Procedure WI contains applicable provisions.

5.5.16 Control of Quality Records

All LO&SC quality records including supplier, subcontractor, and installation and
servicing records are maintained by the QAO in the Data Management Central Library. The
Product Assurance Manager has overall responsibility for the retention and maintenance of
LO&SC quality records. The Quality Steering Committee is responsible for specifying what
records are needed to document conformance to the quality system. Functional Area Managers
ensure that quality records are available and maintained IAW MCA Control of Quality Records
Procedure.

5.5.17 Internal Quality Audits

The QAO establishes and maintains documented procedures for planning and
implementing internal quality audits of LO&SC operations. The audits compare actual practices
to the documented procedures and instructions maintained by the organizations. All functional
areas are audited to assess the degree of compliance and effectiveness of the quality program.
These audits are conducted according to an audit plan, provided to Air Force Quality, based on
the importance of the operations to the quality program and are performed by individuals
independent of those operations being audited. Further, Air Force Quality is encouraged to
accompany MCA’s internal auditors during their audits.

Trained auditors conduct internal audits with each ISO Element audited at least every 12
months. Audit results are recorded and nonconformances, preventive actions, and process
improvement opportunities result in the generation of PARs, as appropriate. FAMs, supervisors,
lead technicians, foremen, as appropriate, take timely action to remedy the audit finding.

5.5.18 Training

LO&SC employees receive the necessary training to attain and retain task proficiency
and remain current with changes in techniques, equipment, facilities, and procedures that affect
their work. All personnel who successfully complete required training receive a certificate of
completion and a copy is maintained in their personnel file. Training and skill requirements are
defined in job descriptions and skill/development plans are developed for every employee
annually.

Copyright © This document is the property of MCA Engineers, Inc. It shall not be copied without the prior written
approval of MCA Engineers, Inc.
 Quality Assurance Work CDRL A003

Instruction
Approved: Date: 1 November 2003

Title: LO&SC Quality System Plan REV Page 18 of 19

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5.5.19 Servicing

The WCC is the focal point for the LO&SC customer service function. The center
receives, processes, schedules, tracks, provides status, and closes all LO&SC work requirements.
All LO&SC customer service requirements are centralized within the WCC to ensure fast and
effective support, to include post-delivery actions (as required). Additionally, FAMs maintain a
dialogue with their Government counterparts to further ensure the Government’s needs are met.

Additionally, in order to “hear” the Voice of the Customer, MCA employs the following
programs:

• Normal, day-to-day meetings and correspondence with senior

Government representatives.

• Program Management Reviews.

• Customer Survey Forms (target audience is facility mangers, field operations and
maintenance activities, etc.)

• Customer visits between senior LO&SC managers and senior Government leadership.

• Award Fee Program.

Further, the LO&SC’s continuous improvement program is documented IAW MCA

Servicing Procedure. Additionally, when appropriate, a continuous improvement PAR is
initiated.

5.5.20 Statistical Techniques

The Resource Manager collects and tracks contract metrics, i.e., quality objectives, and
Customer Survey Results that are provided to the MCA Program Manager for review and
analysis. Additionally, this information is provided to the Government during Program
Management Review Meetings. Finally, when appropriate, preventive and corrective actions are
instituted to ensure there is no adverse impact on the quality of our service.

Copyright © This document is the property of MCA Engineers, Inc. It shall not be copied without the prior written
approval of MCA Engineers, Inc.
 Quality Assurance Work CDRL A003

Instruction
Approved: Date: 1 November 2003

Title: LO&SC Quality System Plan REV Page 19 of 19

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PREPARATION, REVIEW, AND APPROVAL OFFICIALS

Prepared By: Reviewed By:

R. W. Stone Mariano A. Knox

Product Assurance Manager Contracts/Procurement Manager

Reviewed By: Reviewed By:

Tina Gowler Frank Bland

Resource Manager Technical Services Manager

Approved By:

James W. Kaufmann
Program Manager

CONTROLLED DISTRIBUTION LIST

Copy No. Copy Custodian

Master (Electronic) PA Manager
Copies MCA Web Site/LO&SC Server
Electronic 30 RMS/RMO
Electronic 30 RMS/RMQS

Copyright © This document is the property of MCA Engineers, Inc. It shall not be copied without the prior
written approval of MCA Engineers, Inc.