Quality Assurance Program
Client feedback drives Brace’s Quality Assurance Program. Within the DoD, that measurement is through the Contractor Performance Assessment Reporting System (CPARS). We are evaluated with regard to product &
service quality, timeliness of deliverables, cost control, business relations, management of key personnel and other areas, pertinent to specific efforts. Over the past several years, we have provided product and service solutions under “performance-based” engagements calling for
error free, statistical performance & reporting metrics. We have received overall “excellent & very good” CPARS ratings. Accordingly, we developed an operating framework that best sustains an interactive and dynamic relationship with our clients. This assures fluid contact to exert continuous improvement over engagement execution.
Inherent in our name, “management” is the process of planning, organizing, staffing, directing and controlling efforts (in
a service business). Our process starts with recruiting the right people, training & evaluating as needed and
providing continuing education reimbursement, along with competitive benefits. We map and functionally align
staff & resources to engagement requirements through a well-delineated Project Management approach. Along with
other plans (i.e. for transition, emergency/contingencies, IT protocols, handling of Government furnished equipment & material, etc.), we typically create
a Quality Assurance Surveillance Plan (QASP) enabling client oversight of deliverables, performance metrics,
staffing, Statement Of Work (SOW) & financial reporting, security issues (within the National Industrial Security Program (NISP)) and problem
resolution. Brace's pre-existing QASPs involve--(a) Labor Charging, (b) Verification of Contract Billings, (c)
Contract Deliverables, (d) Review of Contract Files and (e) Contract Metrics.They are adapted to local
operations and incorporated with specific review steps, attendant to SOW elements and coordinated through the assigned Brace Program Manager, Project
and Team Leaders, as appropriate.
Where necessary, we enable direct client connectivity within our Web-Based Solutions allowing for ad-hoc queries and tracking of our engagement
performance metrics.In essence, we feed their statistics for “performance-based” contracting evaluations.
Copies of QASP findings/reports are reviewed by a Vice President and the President and submitted to the client, if needed.
We relate this oversight to engagement parameters, staff evaluations & related, staff training.In addition to
proscribed client meetings, we perform announced & unannounced reviews of engagement operations and informally meet with client personnel.
The primary objective is to receive "Exceptional" ratings in the CPARS in all categories. Hence, Brace supervisory personnel not only respond with prompt,
corrective actions from negative feedback, but also with rewards and incentives when operations go well.