9.1 Monitoring, measurement, analysis and evaluation
 
 

As declared in R-Tech/EU-VRi's quality policy, the company is committed to providing its customers with dependable, cost effective, state-of-the-art products and services delivered according to stated specification and applicable quality standards. In the case of EU-VRi, customers include Founding Members and Associate Members of the grouping, some of them being involved in projects coordinated by EU-VRi. The main aim of the policy is achieving full and measurable satisfaction of respective customer(s) and ensuring continuous/continual improvement of the products, services and internal processes of R-Tech/EU-VRi.  

R-Tech/EU-VRi considers meeting its and its customers' quality objectives as a high priority and therefore strives to ensure that processes and product development/delivery are measured and monitored in a structured manner:

PROC-GP: Measurements of Products and Processes details the requirements for measuring and monitoring, including the method and frequency per sub-process (e.g. offer/proposal preparation, software tests and validation, etc.)

The results of the ongoing QM evaluation are assessed on case basis in real-time and are re-evaluated during the internal audit.

 

Customer satisfaction

Management and employees of R-Tech/EU-VRi are focused on meeting customer requirements. Procedures are provided and implemented to determine customer requirements in contracting phase, to fulfill these requirements by proper planning of product/service realization and to enhance level of satisfaction by monitoring customer satisfaction and initiating preventive and improvement actions. The management ensures that customer requirements are communicated and provided as agreed upon. The responsible PM have the primary responsibilities for determining and defining customer needs, expectations, and software / product / service requirements. R-Tech/EU-VRi management is committed to establishing and maintaining effective relationships with its customers and continuously improving customer satisfaction.

As customer satisfaction is a key issue for R-Tech/EU-VRi, management involves itself directly in any and all cases where customer satisfaction may prove to become either a risk or an opportunity. Customer feedback is collected, assessed and acted upon in real-time by management. 

After completion of major projects R-Tech/EU-VRi R-Tech conducts surveys on customer satisfaction. This feedback is available in form of letters from customers and is filed in corresponding project maps. 

 

Relevant processes and documents:

PROC-ENG: Customer-Related Processes

Customer feedback

Customer satisfaction indicators

Customer satisfaction survey

MANL: Management Responsibility

MANL: Resource Management

 

Analysis and evaluation

Advanced Risk Technologies Group and EU-VRi have established their documented Quality Management System (QMS) to ensure control and continuous improvement of the QMS processes. The QMS is set forth in this handbook and is detailed in the quality procedures. The procedures also define elements such as products, customer communication, documentation requirements, internal auditing, manufacturing procedures, supplier evaluation and control, performance measurements and implementing corrective and preventive measures.

A separate set of procedures is provided for:

  • Project Management
  • Product realization
  • Analysis / Improvement
  • Quality improvement

The QMS applies to interactions between different activities such as Project Acquisition & Management, Research, Development, Education, Supporting activities, Training, Purchasing, Subcontracting, Technical activities, Engineering, Contracts/Project Management

Statistical techniques and team tools are used throughout R-Tech/EU-VRi processes to assure process controls and continuous improvement, as well as verification of results. This data is reviewed regularly to determine appropriate changes required to cause consistent improvement.  

 

MANL: Quality Function Flowchart of Product Realization

MANL: Measurements, Analysis & Improvement