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ebb associates inc uses the most comprehensive and perhaps the simplest definition of quality as stated by W. Edwards Deming, "Doing the right thing right, right away." To achieve this definition, we become partners with our customers. We encourage you to call any or all of our current or past customers to discuss whatever you wish. We are confident that you will hear only excellent quality and performance reviews—ones that are based on a partnership that ensures timely results and the highest quality standards.
ebb associates believes specific underlying customer involvement concepts must exist between a contractor and a client to ensure success. These beliefs begin with our four customer quality values.
- First we believe that our work must be customer driven. We ask many questions and we listen to the responses. We strive to develop an in-depth knowledge of any organization and its needs and issues. We work hard to partner with our customers.
- Second, we believe that any intervention must be customized. We recognize the strengths of many experts and tap into them as appropriate. When an organization implements systems to improve its processes, the intervention should meld into what is already working.
- Third we believe flexibility is crucial. We recognize that as influences on and mandates to government agencies evolve, specific interventions and support must change accordingly. We ensure that every organization’s changes occur smoothly.
- Fourth, we believe people are the key to success. A formal business or organizational effort will have little chance of succeeding unless interactive people skills are in place at all levels. Our approach builds trust, improves communication and answers the question, “What’s in it for me?” Each organization must count on its people to implement improvements. And the employees will make the changed organization become successful.
We take pride in the personalized and professional services we provide to our clients. We work closely with our clients to ensure that whatever assignment – be it the delivery of a training workshop, facilitation of the team’s objectives, the design of a performance management system, or an implementation of an organizational improvement process – is developed and implemented in a way which best fits and benefits the organization. Our quality assurance approach ensures results.
Product and Service Quality—Over the years we have fine-tuned our needs assessment process so that no major errors in design occur. If minor errors occur, we have the staff and processes in place to quickly remedy them. Only the highest quality inputs are used to produce products. We have access to some of the best training and consulting minds in the United States and we regularly tap them to exchange ideas. The result is high quality service design.
Product Performance—Our performance has always met or exceeded our customers’ expectations. Again, we encourage you to contact our customers. Whether it’s a $3 million savings, the delivery of a high-quality product, ensuring a more productive team, or the constant flow of support to a client, our performance goes beyond our contract. We evaluate consistently and monitor closely to make adjustments.
Delivery Schedule Performance—We have never missed a deadline for any client. We go to great lengths and are as flexible as possible to ensure on-time delivery—every time.
Cost/Price Performance—Our substantial experience has taught us to bid specifically, comprehensively, and competitively. We are skillfully attuned to what is required to accomplish a task.
Every organization has expectations for quality. Our expectation for ourselves, is to go beyond our customers’ expectation to ensure satisfaction with our products and services. We achieve our objectives by using the timeless Plan, Do, Check, and Act process. Although customized objectives are written for each project, they are most often derived from these.
- Manage projects, programs, applications, and portfolios to meet delivery commitments.
- Ensure every project comes in on time and within budget.
- Choose and deliver applications, technology, and design to support the business strategy.
- Ensure technology used or designed has a product- or service-centric focus.
- Improve the quality (including user experience and performance) of processes and services.
- Manage people, skills, sourcing, and organization to sustain and motivate an innovative workforce.
- Drive innovation and learning in application delivery practices and outcomes.
We apply and practice quality in all we do.
How we start each project.
ebb associates develops a quality assurance (QA) plan for each project integrating the statement of work and other requirements with a work breakdown structure, POA&M, staffing and resource plan, risk mitigation plan, communication plan, subcontracting plan, monitoring plan, and change management plan. The QA plan also includes product and process specifications and standards and how those requirements will be achieved and documented. Performance schedules and budget are monitored and reported to the project officer.
How the required activities and tasks in the statement of work are assigned.
ebb associates lays out a work plan with timelines to complete all of the tasks in the statement of work. Elaine Biech of ebb associates, will serve as the single point of contact, key designer, and the lead to deliver each effort. She meets with the appropriate program officer regularly to deliver update reports and to identify goals, objectives, changes, time constraints, or other issues and to continue delivery of services. The conversations are a combination of making recommendations as well as accepting direction. Individuals are assigned the work. Each ebb associates staff member has his/her own areas of specialty. Assignments are made based on the needs of the task and the skills, experience, and knowledge of the staff member.
How technical objectives, tasks, and deadlines are determined.
We present a recommended plan/methodology to the program officer for approval prior to beginning the work. The plan includes:
- Identification/clarification of the desired results, objectives and deliverables
- Tasks/services to be provided including a description of the process/methodology to be used to achieve the desired results
- Which ebb team members will complete the task
- Proposed timeline
- Resources required
- Required data or input
- Any feedback or analysis reports suggested
The program officer refines the plan/methodology until agreement has been reached. Upon approval of the plan/methodology work begins. Any changes to the plan are approved by the program officer.
How quality and timeliness of work performance are supervised and controlled.
Our regular meetings with the program officer in charge provide automatic supervision and control. At this time we provide updates and review timelines, budget, and quality. We readily share concerns of meeting expectations or deadlines. Contracts are monitored in terms of cost, schedule, and quality. In the unlikely event there is a deficiency in work performance/deliverables, ebb associates responds quickly (within one working day) to address the COR or Program Officer's needs. Primary contact is Elaine Biech or project lead.
Status reports are submitted to advise of the progress of each assignment including the hours, costs, and accomplishments. Status reports also forecast work for the upcoming month. These status reports can be beneficial in many ways--not just to reassure that the contractor is completing the tasks, but so the Command can view progress and the level of effort.
How ebb associates coordinates with the program office.
As noted above, regular meetings for both input and recommendations occur. Once we start a project, employees feel free to call us when we are not on site to provide information, to clarify an assignment, to get ideas, to ask for support, or anything that arises. We encourage this because it supports our belief in partnering with our client. ebb associates staff have informal status meetings daily--even if not on site. In the event there is an impending issue regarding an assignment, ebb associates will promptly discuss the issue with the client, as appropriate.
ebb associates partnering approach clearly defines and establishes roles and responsibilities early in the assignment, thereby mitigating risk and ensuring success. The COR or Program Officer or other key customers always have a complete list of all ebb associates contact information, including office, home and cellular telephone numbers to encourage direct contact any time.
How a surge capacity is maintained to meet unanticipated requirements.
ebb associates has a cadre of consultants who enjoy working on our projects. Most have worked with us for 10 to 25 years, so we know their capabilities. In the past when a client has required additional support in a short amount of time we have the agility to triple the support in a matter of days. Due to the flexible workforce arrangement ebb associates has with consultants and subcontractors, it is quite easy to quickly create a team that has the right mix of experience and expertise to address every organization’s needs. This means that there is never a delay in delivering services.
ebb associates uses the same tools to achieve quality that all other successful contractors use to monitor and improve performance in order to achieve the most favorable balance of risk and benefit to our clients. A few of these include:
- A specific and customized quality assurance plan for each job
- Clearly defined roles and responsibilities
- Clearly defined milestones and schedule
- Risk assessment and management plans
- Resource management plans
- Change management plans
- POA&Ms
- Work Breakdown Structure
- Communication plans
- Integration plans to incorporate other client projects
- Root cause analysis
- SPC tools
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