Client Services
QSA delivers a complete portfolio of consultation services for quality and
business systems implementation which are customized to your market and industry.
Quality Management System Development and Implementation
A quality management system is an organized set of activities and criteria
by which an organization works to enhance its product quality, and ultimately
increase customer satisfaction. A formal system helps to direct an organization
in regards to accomplishing its goals to provide an anticipated level of quality.
A complete system can be created that is integrated within the company's business
operations, including functions such as strategic planning and product development.
A quality management system can be developed by QSA for any type of product,
company, or industry. This scope also covers manufacturing, distribution, processing,
and service sectors.
QSA has full experience and knowledge in developing quality management systems
in accordance with the following international standards:
ISO 9001: general application for any industry
TS 16949: specifically for the automotive industry
AS 9100: specifically for the aerospace industry
TL 9000: specifically for the telecommunications industry
IWA 1: specifically for the healthcare industry
IWA 2: specifically for educational institutions
FS 9001: forthcoming, specifically for the financial services industry
Individual elements of a system may be developed on a selective basis as the
client desires, or a complete system may be generated as an organizational initiative.
A complimentary system analysis can be arranged for your company by contacting
QSA.
Process Improvement/Continuous Improvement
An evolving quality initiative is known today as "process improvement".
Before a mass movement began focusing on organizational processes, most attention
was given to quality control of products. This involved inspection and monitoring
of finished product to collect defective parts after production and before shipment
to customers. Conversely, process improvement involves analyzing the integral
steps of a process to determine its maximum efficiencies, while eliminating
any variance when performing a function. Process improvement precludes the act
of creating defective parts, which essentially keeps the process from making
defective parts or providing incorrect services.
The work in determining how to understand, define, and group processes is a
specialty of QSA. QSA subsequently trains its clients on how to use effective
techniques to competently improve its processes.
(1) and (2) day training sessions are available on this topic.
Contact QSA anytime for more information and to schedule a session.
Problem Solving/Root Cause Analysis
One of the most difficult aspects of any business is problem solving. Every
company has its own problems, with some very unique and many commonplace to
other businesses and systems. Since most individuals and companies have never
received any formal training in how to methodically solve problems, they default
to natural instincts for this activity.
Effective problem solving is a major function of any quality management system.
If done properly, it can result in many benefits in addition to the obvious
elimination of problems. More importantly, the enigma of real problem solving
is addressed through true "root cause analysis". As part of QSA's
history in working with various clients, it has helped to integrate problem
solving as one of the core business tools for many organizations.
QSA has developed a very effective, hands-on approach to solving any problem,
from simple to complex, from individually to a group format. Problem solving
training and implementation can be provided by QSA as an individual project
for its clients.
(1) and (2) day training sessions are available. Topics included in this training
are:
Contact QSA anytime for more information and to schedule a session.
Corrective and Preventive Action
Interlinked with effective problem solving are the activities of corrective
and preventive action. In the continuous pursuit of streamlining processes and
elimination of variation within business operations, comes the need for formal
methods to correct and prevent adverse situations from occurring.
Typically, an organization will work through many situations in order to correct
existing problems that negatively impact the organization's operations. After
a certain amount of "clean-up" occurs while implementing necessary
corrective actions, the organization's culture should then shift toward preventive
actions, i.e., the business concentrates more on recognizing potential situations
for positive improvement.
QSA fully educates its clients in understanding the corrective and preventive
action processes. It then helps its clients to successfully integrate the theory
into their systems as part of normal company operations. Corrective and preventive
action implementation can be presented as a stand-alone project, or as part
of overall quality management system development.
(1) and (2) day training sessions are available. Topics included in this training
are:
Contact QSA anytime for more information and to schedule a session.
Customer Service and Satisfaction
Customer service has always existed in every company, but has not always been measured, analyzed,
or even recognized as a means of internal improvement.
Before the days of rigid markets with intense competition and international commerce,
many customers were forced to take a product or service that they could get, from whatever source that was available.
With the changing world economy, customers have many choices now.
Consistent, dependable, and delightful customer service over time leads to customer satisfaction.
QSA introduces the concepts of customer service to its clients, and educates them in how to understand their
customer's perception, expectations, and thinking patterns about suppliers. With thorough training in this area,
effective customer service can be realized with an increasing awareness of the customer's needs and how to
absolutely satisfy them.
QSA has created an excellent customer service and satisfaction system
that can be disseminated within any organization.
(1) and (2) day training sessions are available.
Contact QSA anytime for more information and to schedule a session.
Vendor Performance Evaluation/Supply Chain Management
The development of harmonious working relationships between a company and its suppliers is crucial to
successful relationships with the company's own customers.
Many companies struggle in resolving issues with suppliers, and even more so with how to establish a partnership with them.
The key to establishing and enhancing great vendor relationships is communication.
And with today's demand for extremely fast moving delivery of product or service,
the performance delivered to an organization's customers is only as good as the product or service
that the organization receives from its vendors.
There is no time in between to make up the difference in lack of quality in a vendor's product.
This is the essence of developing a true "partnership" that allows both sides to win!
QSA has developed a dynamic subsystem that can be implemented at any level and for any size vendor database that
may exist in a company. With QSA's vendor performance evaluation and supply chain management system in place,
any company can help its vendors to improve their performance, which consequently helps the company itself.
(1) and (2) day training sessions are available.
Contact QSA anytime for more information and to schedule a session.
Internal Auditing
As part of the process of continuous improvement, internal auditing plays a critical role in allowing an organization to
understand its position regarding goals, problems, progress, accomplishments, and the overall status of its operations.
An internal audit is simply a review and evaluation of a system's performance, conducted by members of the organization,
against established operating criteria for the system.
A quality management system audit checks the functionality of the processes responsible for the quality of
the product or service being provided. Much like a financial system audit, except for the accounting of numbers,
the system must be in balance, i.e., the actual work performed must be done in accordance with the expected requirements of
the system.
For the auditing process to be effective, it must be practical, which involves review of documentation,
employee interviews, and observations of work performance.
The powerful aspect of the internal audit is the opportunity to determine any weak areas within the system,
any variation from standard operating procedures, and any possible opportunities for improvement.
QSA clearly explains the art/science of the concepts of internal auditing, as well as shows its clients how to
actually perform the most effective audits within their organizations.
(1) and (2) day training sessions are available.
Contact QSA anytime for more information and to schedule a session.
Training Systems
The discipline of training has become one of the most important subjects within a company's primary operations.
Since much time, effort, and money is expended on training employees, management would like to ensure that
a definitive process is in place that provides success, based upon the competence of its training system.
Unfortunately, many companies have mediocre training systems if any at all. Developing a comprehensive training system
can be a complicated task, particularly with competency evaluations and continuing education plans for career development in
alignment with a company's strategies.
QSA understands the role of a complete training system, and how it should be integrated within an organization's structure.
Each company is unique in its needs and desires, which leads QSA to create customized systems for its clients.
QSA works closely with the client's human resource group to ensure that the training system is compatible with all of
the existing and future goals and objectives of the organization.
(1) and (2) day training sessions are available.
Contact QSA anytime for more information and to schedule a session.
Additional Services
QSA also offers many supplementary services that provide a complete consulting package and enhances the quality of work
that is delivered to its clients. These functions include, but are not limited to:
- Customized development: QSA always customizes its services to the client's particular needs and culture.
There will never be an "off the shelf" product presented by QSA, because every company is unique in its needs and plans
to succeed. Customization is included in everything that we do, including system development, individual projects,
and training courses.
- Project analysis: Before performing the work of development or improvement within any organization,
QSA's first step involves an overall analysis of the project at hand. Project analysis provides clients with
the information they need to determine if pursuit of an initiative is feasible, the potential benefits, and
the resources and commitments necessary to accomplish the task.
- Training approach: Training can be presented to all levels within an organization,
from executive management to line supervisors to operations employees.
The intensity of training is developed toward the audience's technical level of understanding,
with a very interactive nature and some creative dynamics in the delivery of the concepts.
- On-site/Off-site training: On-site coursework can be presented at the client's facilities,
according to arrangements and schedules that suits the client's needs, or off-site meetings can be held at QSA's
training facility in Baton Rouge, LA.
- Concentrated development: QSA can provide customized, professional, one-on-one development
for any individual as opposed to training in a group atmosphere. This service is quite economical and
effective as students have the undivided attention of the instructor,
and can ask any questions or seek further understanding of subjects without group pressures.
We have seen very successful results in our one-on-one coursework, where students (for example, QA Managers)
accomplish a much greater understanding of concepts in less time for less cost.
- Other quality initiatives: According to the client's interest, QSA can provide technical support in
developing many other quality system initiatives such as Process Mapping, Supply Chain Management,
Introduction to Six Sigma, SPC (Statistical Process Control), Lean Manufacturing, Benchmarking, Reengineering,
Theory of Constraints, FEMA (Failure Mode Effects Analysis),
Configuration Management, Metric Development, Document Development, Malcolm Baldridge Award,
Individual State Quality Awards, Grant Preparations, and Human Resource Functions.
- Mentorship: Coupled with customized training for clients, QSA provides the structure and
understanding that its clients need to maintain and further develop its own systems and
project work for the future. We deliver a holistic understanding and practical implementation of concepts
so the client can take charge of its own destiny, without having to perpetually depend on consultation support.
- Computer support: Although QSA is not involved with the development or implementation of IT products
or computer software or hardware, we do provide computer support by means of data entry in creating documentation
such as operating procedures, policies, presentations, spreadsheets, and graphical analyses such as flowcharts.
These types of documents are typically an inherent part of the project work that QSA provides to its clients.
- Standards review and analysis: As we are knowledgeable of many industry standards and
specifications such as ISO, ANSI, ASTM, API, and many others, QSA can easily provide its expert opinion and
interpretation of these types of documents for particular applications in order to guide its clients to
successful implementations within their systems.
- Special Projects: From time to time, clients may have special projects to accomplish for
which they do not have the necessary internal resources to complete.
QSA can provide absolute support in research, development, and facilitation of special assignments that
fall into the category of special projects. An example of one such project was the development and implementation of
a computerized inventory control system. QSA facilitated this project for its client, where the software and
hardware portions were subcontracted to other vendors, while QSA was responsible for the overall layout of the system.
- Registrar affiliations: QSA has worked with many registrars (3rd party auditors)in providing a complete package of
services to its clients regarding registration to many of the international quality system standards.
Our distinguished relationships with these registrars allow us to direct our clients in utilizing the
most effective registrars of the highest integrity, which will ensure public confirmation of a well developed and
effective system. Please click on the registrar links provided in our site for more information.
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