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

Background Information L-3 Communications TCSL-3 Communications TCS Located on Corder Road in Warner RobinsLocated on Corder Road in Warner Robins Services include:Services include: EngineeringEngineering Technical PublicationsTechnical Publications LogisticsLogistics Project ManagementProject Management Supply ManagementSupply Management Holds several contracts with the US militaryHolds several contracts with the US military April 2014Quality Interview by Katie Mason2

Background Information Meet Ms. Antilina Harris Quality Analyst at L-3 Communications TCSQuality Analyst at L-3 Communications TCS Education:Education: Associate of Science in Business AdministrationAssociate of Science in Business Administration Bachelor of Business Administration – Computer Information SystemsBachelor of Business Administration – Computer Information Systems Master of Science – Computer Information SystemMaster of Science – Computer Information System Work Background:Work Background: Work Experience in the areas of:Work Experience in the areas of: Computer ProgrammingComputer Programming NetworkingNetworking IT ManagementIT Management Quality Assurance/ManagementQuality Assurance/Management Previously Employed by SAICPreviously Employed by SAIC Began working in the quality field in 2011Began working in the quality field in 2011 April 2014Quality Interview by Katie Mason3

Interview: Corporate Philosophy Does your company's mission statement mention quality?Does your company's mission statement mention quality? No it does not.No it does not. Does your company's mission statement mention customer service?Does your company's mission statement mention customer service? The mission statement does not, but our company's goals include customer service.The mission statement does not, but our company's goals include customer service. Does the company have a separate quality mission statement?Does the company have a separate quality mission statement? YesYes Committed to Customer Satisfaction, Quality Excellence and Continuous ImprovementCommitted to Customer Satisfaction, Quality Excellence and Continuous Improvement Does the company have a written quality plan? If so, where is it located?Does the company have a written quality plan? If so, where is it located? Yes.Yes. On the company server so it accessible to all personnel.On the company server so it accessible to all personnel. April 2014Quality Interview by Katie Mason4

Interview: Corporate Philosophy In your organization, who is responsible for quality?In your organization, who is responsible for quality? 1 Quality Analyst who is responsible for managing 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.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.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?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 DegreeQuality Analyst 3 - Bachelor's Degree Supplier Quality Assurance Analyst - Experience is requiredSupplier Quality Assurance Analyst - Experience is required Logistics Manager - Experience is requiredLogistics Manager - Experience is required April 2014Quality Interview by Katie Mason5

Interview: Corporate Philosophy How does your organization define quality?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.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. April 2014Quality Interview by Katie Mason6

Interview: Corporate Philosophy How do you train/educate your employees concerning quality issues?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.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.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.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?)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.Yes. L-3 TCS is ISO 9001:2008 certified. April 2014Quality Interview by Katie Mason7

Interview: Corporate Philosophy How do your customers influence your quality program?How do your customers influence your quality program? By providing feedback via the Contractor's Performance Assessment Report (CPARs).By providing feedback via the Contractor's Performance Assessment Report (CPARs). Rated based on:Rated based on: The quality of service or productsThe quality of service or products ScheduleSchedule Cost controlCost control Business relationsBusiness relations Management of key personnelManagement of key personnel Utilization of small businessUtilization of small business Other identified areas.Other identified areas. Do government regulations have a large impact on your quality procedures?Do government regulations have a large impact on your quality procedures? They have an impact but not a large impact.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.If any specific quality requirements are stated in the contracts, TCS will adhere to those requirements. April 2014Quality Interview by Katie Mason8

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?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.TCS conducts annual internal audits and surveillance audits. Based on the findings, data is used to:Based on the findings, data is used to: Investigate where there is a need for improvementInvestigate where there is a need for improvement Identify what departments and areas continue to have issues.Identify what departments and areas continue to have issues. Do you use control charts? If so, what processes are charted?Do you use control charts? If so, what processes are charted? Currently, we do not use any control charts.Currently, we do not use any control charts. April 2014Quality Interview by Katie Mason9

Interview: Quality Methodology What kind of quality reporting techniques do you use? Who generates the reports? Who sees the reports?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 EngineerManagement 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 departmentsInternal 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)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.Problem Reports (PR) - Generated by any employee whenever a non-product quality issue/problem is discovered. April 2014Quality Interview by Katie Mason10

Interview: Quality Methodology What kind of quality/process control software do you use? (Excel, generic SPC, proprietary, etc)What kind of quality/process control software do you use? (Excel, generic SPC, proprietary, etc) EtQ Reliance - An enterprise quality and compliance management software for identifying, mitigating, and preventing high-risk events through integration, automation and collaboration.EtQ Reliance - 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.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?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.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.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?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.Currently, TCS does not use sampling methods. All parts/orders received are inspected 100%.All parts/orders received are inspected 100%. April 2014Quality Interview by Katie Mason11

Interview: Quality Methodology What percentage of your product is scrapped or reworked?What percentage of your product is scrapped or reworked? 0%; We do not manufacture materials or products at L-3 TCS.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.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.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?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.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?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.Employees are encouraged to partake of the Quality & Supply Chain Management training offered on the L-3 Corporate intranet. April 2014Quality Interview by Katie Mason12

Additional Information Company Website:Company Website: Contact Information:Contact Information: Ms. Antilina Harris L-3 Communications TCS Quality Analyst Corder Rd. Warner Robins, GA Office: Ext. 132 Fax: LinkedIn:LinkedIn: April 2014Quality Interview by Katie Mason13

Authorization Dr. Joan Burtner has permission to publish this interview. (In report, April 2014) April 2014Quality Interview by Katie Mason14