AUDIT REPORT

John Guzik

Description

Impact Management Impact your industry… Hanover, PA 17331 www.impact-mgmt.com 717-633-9014 AUDIT REPORT VSE Corporation 2550 Huntington Avenue Alexandria, VA 22303-1499 This internal audit was conducted by John J. Guzik (RAB – Q02851) on December 13 & 14, 2007. With the exception of a review of documents and the development of this report, the audit was conducted entirely on the premises of VSE Corporation, 2550 Huntington Avenue, Alexandria, VA 22303-1499. On-site activities included interviews with Robert Rouzer, Director of Quality and a review of associated records to assess the level of implementation and effectiveness of the audited processes. SCOPE: This audit was limited to responsibilities of the Director of Quality to the QMS, and included the management review, internal audit, corrective action and customer concerns, preventive action, customer satisfaction and document control processes. Also included in this audit was a review of monitoring & measurement of processes, quality planning, quality objectives, analysis of data, continual improvement and responsibility, authority and communication. CRITERIA: ISO 9001:2000 SQM (VSE’s documented quality management system) PARTICIPANTS: Robert Rouzer, Director of Quality STRENGTHS: The Director of Quality continues to be well-focused on developing and improving the QMS with non-traditional ...

Informations

• Publié par: Thuwyug
• Nombre de lectures: 50
• Langue: English

Extrait

Page 1 of 7

Impact Management

Impact your industry…

Hanover, PA 17331

www.impact-mgmt.com

717-633-9014

AUDIT REPORT

VSE Corporation

2550 Huntington Avenue

Alexandria, VA

22303-1499

This internal audit was conducted by John J. Guzik (RAB – Q02851) on December 13 & 14, 2007.

With the

exception of a review of documents and the development of this report, the audit was conducted entirely on the

premises of VSE Corporation, 2550 Huntington Avenue, Alexandria, VA

22303-1499.

On-site activities included

interviews with Robert Rouzer, Director of Quality and a review of associated records to assess the level of

implementation and effectiveness of the audited processes.

SCOPE:

This audit was limited to responsibilities of the Director of Quality to the QMS, and included the management

review, internal audit, corrective action and customer concerns, preventive action, customer satisfaction and

document control processes.

Also included in this audit was a review of monitoring & measurement of processes,

quality planning, quality objectives, analysis of data, continual improvement and responsibility, authority and

communication.

CRITERIA:

ISO 9001:2000

SQM (VSE’s documented quality management system)

PARTICIPANTS:

Robert Rouzer, Director of Quality

STRENGTHS:

The Director of Quality continues to be well-focused on developing and improving the QMS with non-traditional

interpretations.

The addition of an assistant, Allison Johnson, shows the commitment of top management in ensuring the continued

success of the QMS while additional responsibilities have been added to the DOQ.

Upgrading the Q-Pulse system to version 5.1 is a major step forward for the organization’s QMS.

As strong as it

was in the past, this upgrade should smooth operations even further as the organization grows.

FINDINGS:

NCR = Nonconformity – the non-fulfillment of a requirement

OBS = Observation – an issue that could develop into a NCR if not addressed

OFI = Opportunity for Improvement – an area where the effectiveness of the QMS could be improved

Page 2 of 7

TOTAL FINDINGS:

4 NCR’s

2 OFI’s

MANAGEMENT REVIEW

Reviewed meeting minutes for Management Review held on 3/14/07.

6 Action Items precipitated - #88 -- 93.

All

these items have been completed.

Evaluations for the effectiveness of the QMS result in the following ratings:

Question 1 – 4.6/5 or 92%

Question 2 – 4.2/5 or 84%

Both represent improvements from 2006 ratings, which continues an improving trend since 2003.

INTERNAL AUDITS

Reviewed VSE Quality Audit Plan – CY 2007 – last updated on 7/2/07, as well as these Audit Reports:

¾

06BAV-009 – conducted by Allison Johnson on 2/7/07

¾

07ELD0001 – conducted by John Pettit, completed on 5/31/07

¾

SELD 2007 VM-003 – conducted by Vince Marroletti on 8/24/07 – 9/12/07

¾

SELD 2007 VM-002 -- conducted by Vince Marroletti on 8/14/07 with Alan Malubag as an

observer.

Audit training certificates observed for Allison Johnson, John C. Pettit and Vince Marroletti.

All certificates were

dated 12/11/06 for training conducted on 10/17/06 and 10/18/06.

Observed that a tri-annual DeskTop Audit is being performed, together with an annual Supplement.

This activity is

documented in QMP-107.

A review of the 2007 VSE QMS/ISO Matrix indicates that some areas to be audited are currently up to date with

audit reports.

Some audit reports have been completed, but not yet updated on the matrix.

Currently, there is no

directive in Internal Auditing procedures dictating the frequency for this updating.

CORRECTIVE ACTION & CUSTOMER CONCERNS

CA’s are initiated as the result of internal and external QMS audits and customer concerns.

All CA’s tracked in Q-

Pulse.

Reviewed the details of the following Corrective Actions:

¾

CCEL0002 – USARC trailer refurbishing – trailers were re-furbished incorrectly.

Persons assigned to

perform QC were actually production workers used to perform QC tasks without adequate training.

¾

CCEL0003 – DUCOM invoice errors – invoicing for tasks not funded.

DOC has identified that the

problem is ongoing, in spite of statements from related personnel that the problem has been resolved.

CC

remains in an open condition, under the DOC’s monitoring.

CC does not contain any reference to actions

taken from the date of initiation on 10/24/07.

¾

CCSE0010 – TARDEC inadequate support from VSE which purportedly caused the customer to not

receive necessary funding.

CC closed as of 12/7/07.

Although the CC was complete (per e-mails dated

6/25/07) well before the target date of 8/31/07, CC was not updated until 12/7/07.

¾

CA00204 – LRQA NCR - QMF 048 (forms index) not accurate.

Raised 1/16/07; Target 7/31/07;

Completed 7/20/07; Closed 7/20/07.

¾

CA00227 – LRQA NCR – Logistics Analyst was not aware of the Operations & Maintenance Manual

which also was not under doc. Control.

In process and scheduled for completion by the end of December.

Page 3 of 7

¾

CA00209 – Purchase Orders weren’t being reviewed and signed off by the appropriate personnel.

Solution

– personnel were made aware of the responsibility and trained in the function.

CA closed as effective with

examples of reviewed & signed-off PO’s.

Closed on 10/22/07.

The status of Corrective Actions was reviewed:

¾

14 of 24 CA’s raised in 2007 are LRQA initiated, the remaining 10 are related to Internal Audit findings

¾

4 of the 14 LRQA CA’s are open.

¾

5 of the 10 Internal Audit CA’s are open.

¾

3 of 6 Customer Concerns initiated in 2007 are open.

NOTE:

None of these that remain open are in an “overdue” situation.

NCR –

CCEL0003 does not contain any reference to actions taken from the date of initiation on 10/24/07.

NCR –

– Although

CCSE0010

was complete (per e-mails dated 6/25/07) well before the target date of 8/31/07, CC

was not updated until 12/7/07.

OFI –

Consider adding Cause Analysis category to CAPA record structure.

This would ensure that the personnel

taking action did in fact perform a cause investigation, and also enables DOC or other monitoring manager to

determine if adequate cause investigation was performed.

Inadequate cause investigation is a prime reason for

failure of the CAPA system.

PREVENTIVE ACTION

Preventive Actions continue to be recorded and tracked using Q-Pulse.

This system refers to Preventive Actions as

“Improvements”.

Improvements reviewed included:

¾

IMP 007 – Precipitated to follow on a CA initiated from an LRQA NCR.

The CA was completed to repair

training files, however, it was determined that the methodology for training records could be improved.

A

Training Matrix was developed for this project.

Currently, the tasks are complete, however the DOQ has

not yet reviewed it.

Currently, the information in Q-Pulse is scant, but the DOQ has asked the initiator to

not update the IMP until he has reviewed the Training Matrix.

¾

IMP 006 – Request for new Performance Review methodology for Staff is currently being considered by

Staff members.

No action has been taken as yet.

Not targeted for completion until 3/31/08.

Neither of these 2 PA’s initiated are complete.

Neither of these two are in an overdue status.

CUSTOMER SATISFACTION

Customer satisfaction input collected in various formats in spite of the fact that VSE has a controlled Customer

Survey Form.

Procedures allow for any format to be used that works for the customer.

A total of 18 such reports were reviewed.

This is the total for the year 2006.

Metrics are currently unavailable.

It seems that metrics would be extremely difficult to apply to the contents of the

report.

NCR –

Currently, the customer survey methodology is being revised and improved, however this improvement

action has not been recorded in the Preventive Action database within Q-Pulse.

DOCUMENT CONTROL

Well managed document control system – updated to Q-Pulse 5.1.

Training guides, developed by the DOQ and assistant, are available through the “House of Quality” for users of the

system to learn the new software.

A general guide for those who are already astute at working with the software, as

well as a detailed guide for those not familiar with the system are provided.

Page 4 of 7

Q-Pulse launch Pad has a mechanism to automatically update the DOQ of action item alerts to assist with

monitoring activity.

Change Requests can be completed on-line by all employees.

Notification e-mails now sent to appropriate personnel when updates to documents are made (on the 15

th

& 30

th

of

each month).

OFI –

The Management Representative has the authority to make editorial, administrative or clarification changes

to documents without going through full change control requirements, including revision level update.

However,

this authority is not clarified in document control documents.

MONITORING & MEASUREMENT OF PROCESSES

Reviewed QMS 2007 Annual Metrics Report.

Metrics met for Core Processes 3, 4, 5 and 7.

Metrics for Core Processes 1, 2 and 6 are not yet complete.

Reviewed actual metrics for Core Processes No.’s 3, 4, 5 and 7 together with Quality Objectives A & B.

Each Program Manager is required to perform a monthly report which evaluates the program’s performance on

varying criteria (as determined by each contract). On awards-based contracts (BAV) performance evaluations are

provided by the customer.

QUALITY PLANNING

Change to Q-Pulse communicated to all employees through an “all-hands” e-mail, referencing them to training

modules in the “House of Quality”.

E-mail dated 11/15/07.

Training modules in House of Quality for quick guide and full detail training.

Reviewed Configuration Change Management Record initially dated 9/21/2007 directed at the steps to manage the

changeover to Q-Pulse version 5.1.

QUALITY OBJECTIVES

Quality Manual section 0.5 states Quality Objectives A and B –

A – Continuously improve the QMS through employee involvement and process improvement.

B – Provide quality products and services that meet all of our customer requirements, needs, and expectations at a

fair price.

Reviewed QMS 2007 Annual Metrics Report

Quality Objective Metrics:

A1 – LRQA continued certification

A2 – Greater than 15% of documents updated or changed – Actual 28%

B1 – 3 or less Customer Concerns per 12 month period – Actual maximum of 2 (ELD)

B2 – 80% successful audit reports – Actual – 100% successful

B3 – Maintain supplier rating system – Actual Supplier list updated each quarter

B4 – Customer not charged for above the authorized ceiling – All charges within ceiling

ANALYSIS OF DATA

Reviewed Core Process Evaluation Chart, which demonstrates the crossover of ISO9001 requirements as they affect

the Core Processes of VSE.

VSE Core Processes included in the Evaluation Chart:

¾

Proposal

¾

Contracts

Page 5 of 7

¾

Project Planning

¾

Project Execution

¾

Verification & Validation

¾

Product Delivery

¾

Quality System

Additional data analysis demonstrated improvements to the stated Quality Objectives.

See Quality Objectives in

this report.

CONTINUAL IMPROVEMENT

Q-Pulse upgrade to version 5.1 has been the primary focus for continual improvement.

Other efforts, such as the plans to improve the Customer Surveys, are also in development.

In addition, see improvements to Quality Objectives in this report.

NCR –

Plans to modify and improve the current customer survey is not documented as a Preventive Action.

RESPONSIBILITY, AUTHORITY AND COMMUNICATION

Robert Rouzer’s position as Management Representative is authorized through a letter dated 1/1/02 from D.M.

Ervine, President and Chief Operating Officer.

The “House of Quality” is maintained by Robert Rouzer on the VSE intranet.

This mechanism includes

communications for quality documentation, Quality Objectives and metrics, performance, audit reports and other

mechanisms.

New position of Quality Management Assistant is defined in job description.

CLAUSES COVERED DURING AUDITS OF PROCESSES:

ISO Clauses –

Areas Audited

Management Review

Internal Audits

CA & Customer Concerns

Preventive Action

Customer Satisfaction

Document Control

Monitoring & Measurement

of Processes

Quality Planning

Quality Objectives

Analysis of Data

Continual Improvement

Responsibility, Authority &

Communication

4.1

X

X

X

4.2.1

X

X

X

X

4

.

2

.

2

X

4.2.3

X

X

X

X

X

X

X

4.2.4

X

X

X

X

X

5

.

1

X

5.2

X

X

X

X

X

5.3

X

X

X

5.4.1

X

X

X

X

X

X

X

5.4.2

X

X

X

X

5.5.1

X

X

X

5

.

5

.

2

X

X

Page 6 of 7

ISO Clauses –

Areas Audited

Management Review

Internal Audits

CA & Customer Concerns

Preventive Action

Customer Satisfaction

Document Control

Monitoring & Measurement

of Processes

Quality Planning

Quality Objectives

Analysis of Data

Continual Improvement

Responsibility, Authority &

Communication

5.5.3

X

X

X

X

5.6.1

X

X

X

X

X

X

5.6.2

X

X

X

X

X

X

X

X

5.6.3

X

X

X

X

X

X

X

X

X

X

6.1

X

X

X

6

.

2

.

1

X

X

6

.

2

.

2

X

X

6

.

3

6

.

4

7

.

1

X

7

.

2

.

1

X

7

.

2

.

2

X

7.2.3

X

X

X

7

.

3

.

1

7

.

3

.

2

7

.

3

.

3

7

.

3

.

4

7

.

3

.

5

7

.

3

.

6

7

.

3

.

7

7

.

4

.

1

X

7

.

4

.

2

7

.

4

.

3

7.5.1

7

.

5

.

2

7

.

5

.

3

X

X

7

.

5

.

4

X

X

7

.

5

.

5

7

.

6

8.1

X

X

X

X

X

X

X

X

8.2.1

X

X

X

X

X

8.2.2

X

X

X

X

X

X

X

8.2.3

X

X

X

X

X

X

X

8.2.4

X

X

X

X

X

8.3

X

X

X

8.4

X

X

X

X

X

X

X

X

X

X

8.5.1

X

X

X

X

X

X

X

X

X

X

X

8.5.2

X

X

X

X

X

X

X

X

X

8.5.3

X

X

X

X

X

X

X

X

X

Page 7 of 7

CONCLUSION

The areas of the QMS that were audited are considered to be implemented effectively.

The registration logo was observed in use observed on marketing brochure for Systems Engineering Division, the

Director of Quality’s business card, the ‘about certifications” page of the website and on the front of the building.

Use appears to be within traditional guidelines.

Plans to continue to upgrade the Q-Pulse software as well as the database software that was discussed should

escalate the effectiveness of the QMS substantially.

However plans to address these initiatives are still not yet not

complete, as the result of continued delays from the software provider.

Audit Report completed by:

John J. Guzik

December 14, 2007