North Star Group’s Quality Management System (QMS) provides a process-oriented business management framework to enable the organization to identify and meet the needs and expectations of its customers and other interested parties in an effective and efficient manner, and to support achievement of the corporate objectives. The QMS is implemented and continuously improved to comply with the requirements of the ISO 9001-2008 standard. The key processes required for the QMS, and their sequence and interaction is shown in Figure 1.
Figure 1 — Key Business Process Interaction
The activities and processes governed by North Star Group’s QMS are identified and documented. These documented procedures are controlled and effectively implemented to ensure that North Star Group services meet customer requirements. The QMS is structured in the following hierarchy of controlled documents and shown in Figure 2.
- Level 1 – North Star Group QMS Manual and Key Business Processes
Executive level documents describe senior management’s requirements within North Star Group’s QMS. The content of the QMS Manual is driven by North Star Group’s business needs, the Quality Policy, Quality Objectives, and the ISO 9001-2008 standard. Key business processes, high-level responsibility and process interactions are described.
- Level 2 – North Star Group QMS Procedures
Describes corporate and department level processes that are performed in the QMS. The documentation includes information on what is done, when it is done, the responsible parties and their specific responsibilities. These procedures include the documented procedures required by ISO 9001-2008.
- Level 3 – Work/Job Instructions
Work Instructions – detailed descriptions, as needed, of “how to” proceed and, where appropriate, “who” is responsible to perform activities. (i.e. assembly process steps, inspection process steps, department process steps, etc.)
- Level 4 – Supporting Documentation
Quality records, templates and forms – documentation that captures or states the results achieved as output from the documented processes, procedures and work instructions
Figure 2 — Hierarchy of QMS Documentation
North Star Group understands it is in business to serve the needs of its customers and to continually improve upon its services. To communicate this commitment, a quality policy is maintained that reflects this goal. This quality policy is communicated and understood at all levels of the organization and provides a framework for establishing and reviewing quality objectives. The North Star Group Quality Policy is posted on the North Star Group Intranet Homepage and reads as follows:
North Star Group strives to understand and meet our customer requirements, meet or exceed our commitments, and continually improve our services and our QMS to enhance Customer Satisfaction.
Contract Number: N00178-14-D-7419
Point of contact to provide information on customer satisfaction with the services performed as well as information related to the SeaPort program:
Michael Shveda, Chief Strategy Officer