Etm 591 Quality Interview

1. Etm 591 Quality Interview Ms. Antilina Harris, Quality Analyst at L-3 Communications TCS Interviewed by Katie Mason April 2014

2. Background Information • L-3 Communications TCS • Located on Corder Road in Warner Robins • Services include: • Engineering • Technical Publications • Logistics • Project Management • Supply Management • Holds several contracts with the US military Quality Interview by Katie Mason

3. Background Information Meet Ms. Antilina Harris • Quality Analyst at L-3 Communications TCS • Education: • Associate of Science in Business Administration • Bachelor of Business Administration – Computer Information Systems • Master of Science – Computer Information System • Work Background: • Work Experience in the areas of: • Computer Programming • Networking • IT Management • Quality Assurance/Management • Previously Employed by SAIC • Began working in the quality field in 2011 Quality Interview by Katie Mason

4. Interview: Corporate Philosophy • Does your company's mission statement mention quality? • No it does not. • Does your company's mission statement mention customer service? • The mission statement does not, but our company's goals include customer service. • Does the company have a separate quality mission statement? • Yes • Committed to Customer Satisfaction, Quality Excellence and Continuous Improvement • Does the company have a written quality plan? If so, where is it located? • Yes. • On the company server so it accessible to all personnel. Quality Interview by Katie Mason

5. Interview: Corporate Philosophy • In your organization, who is responsible for quality? • 1 Quality Analyst who is responsible for managing quality. • 2 Supplier Quality Assurance Analysts are responsible for overseeing the inspection of parts and supplies delivered for company projects. • Ultimately, everyone within the company is responsible for adhering to quality policies in place. • What are some job titles that relate to quality in your company? What is the educational background for these positions? • Quality Analyst 3 - Bachelor's Degree • Supplier Quality Assurance Analyst - Experience is required • Logistics Manager - Experience is required Quality Interview by Katie Mason

6. Interview: Corporate Philosophy • How does your organization define quality? • A system developed to continually improve its effectiveness in accordance with company stated requirements. The defined system will be used for ensuring product conformance, from design through servicing, necessary to achieve customer satisfaction, and will serve as a basis for quality communications between company personnel, customers, and subcontractors. Quality Interview by Katie Mason

7. Interview: Corporate Philosophy • How do you train/educate your employees concerning quality issues? • Upon initial hiring, employees are required to complete the ISO 9001:2008 training, and thereafter, every 3 years. • Throughout the year, internal and 3rd party audits are conducted, and the results are passed on to division personnel. • Quality information is contained in the company newsletter generated on a quarterly basis. • Has your company ever applied for or earned a national quality award or certification? (Baldrige Award, ISO 9000, CMMI, Other?) • Yes. L-3 TCS is ISO 9001:2008 certified. Quality Interview by Katie Mason

8. Interview: Corporate Philosophy • How do your customers influence your quality program? • By providing feedback via the Contractor's Performance Assessment Report (CPARs). • Rated based on: • The quality of service or products • Schedule • Cost control • Business relations • Management of key personnel • Utilization of small business • Other identified areas. • Do government regulations have a large impact on your quality procedures? • They have an impact but not a large impact. • If any specific quality requirements are stated in the contracts, TCS will adhere to those requirements. Quality Interview by Katie Mason

9. Interview: Quality Methodology • Do you routinely collect data on the quality of your product or process? Do you use statistics to analyze the data collected? • TCS conducts annual internal audits and surveillance audits. • Based on the findings, data is used to: • Investigate where there is a need for improvement • Identify what departments and areas continue to have issues. • Do you use control charts? If so, what processes are charted? • Currently, we do not use any control charts. Quality Interview by Katie Mason

10. Interview: Quality Methodology • What kind of quality reporting techniques do you use? Who generates the reports? Who sees the reports? • Management Reviews - Generated by the Quality Analyst, and reviewed by VP/General Manager, Director of Operations, and Chief Engineer • Internal Audit Findings - Generated by the Quality Analyst, and reviewed by the management team to be discussed with personnel in their respective departments • Nonconformance Product Reports (NPR) - Generated by Supplier Quality Assurance Analyst, but can be generated by any employee, and reviewed by the Logistics Manager and Management team during the monthly Program Management Reviews (PMR) • Problem Reports (PR) - Generated by any employee whenever a non-product quality issue/problem is discovered. Quality Interview by Katie Mason

11. Interview: Quality Methodology • What kind of quality/process control software do you use? (Excel, generic SPC, proprietary, etc) • EtQReliance - An enterprise quality and compliance management software for identifying, mitigating, and preventing high-risk events through integration, automation and collaboration. • PEDYN: P2000-MT - An Engineering software program that uses Microsoft Access as a platform. It allows TCS to customize it to fit our business requirements. • How do you monitor incoming materials and/or your suppliers? • Our Supplier Quality Assurance Analysts conducts a quality check on all incoming parts, and approves all parts via the Receiving Verification Checklist. • We monitor our suppliers on a quarterly basis. A vendor review board meeting is held to discuss the supplier delivery rate, order date, required date for delivery vs actual received date, and other issues that may come up. • Do you use acceptance sampling methods? If so, what standards are they based on? Who designs the plan? • Currently, TCS does not use sampling methods. • All parts/orders received are inspected 100%. Quality Interview by Katie Mason

12. Interview: Quality Methodology • What percentage of your product is scrapped or reworked? • 0%; We do not manufacture materials or products at L-3 TCS. • Has your organization ever issued a product recall? If so, please identify the product and the date of the recall. • No. We do not manufacture materials or products at L-3 TCS. • Does your organization follow Six Sigma or Lean Sigma quality methodologies for process improvement? • Currently we do not follow the either of these quality methodologies. • Are employees encouraged to obtain quality credentials such as Certified Quality Engineer or Six Sigma Black Belt? • Employees are encouraged to partake of the Quality & Supply Chain Management training offered on the L-3 Corporate intranet. Quality Interview by Katie Mason

13. Additional Information • Company Website: • http://www.tcsdesign.com • Contact Information: Ms. Antilina Harris L-3 Communications TCS Quality Analyst 3 324 Corder Rd. Warner Robins, GA 31088 Tina.Harris1@L-3com.com Office: 478-328-8537 Ext. 132 Fax: 478-328-0350 • LinkedIn: • www.linkedin.com/pub/tina-bibbs-harris/45/a88/992 Quality Interview by Katie Mason

14. Authorization Dr. Joan Burtner has permission to publish this interview. (In report, email: April 2014) Quality Interview by Katie Mason