Etm 591 Quality Interview

Etm 591 Etm 591 Quality InterviewQuality Interview

Ms. Antilina Harris, Quality Analyst at L-3 Communications TCSMs. Antilina Harris, Quality Analyst at L-3 Communications TCS

Interviewed by Katie MasonInterviewed by Katie Mason

April 2014April 2014

Background InformationBackground 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 2014April 2014Quality Interview by Katie MasonQuality Interview by Katie Mason 22

Background InformationBackground Information

Meet Ms. Antilina HarrisMeet 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 Bachelor of Business Administration – Computer

Information SystemsInformation 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


Interview: Interview: Corporate PhilosophyCorporate Philosophy

• Does your company's mission statement mention Does your company's mission statement mention quality?quality?• No it does not.No it does not.

• Does your company's mission statement mention Does your company's mission statement mention customer service?customer service?• The mission statement does not, but our company's goals The mission statement does not, but our company's goals

include customer service.include customer service.• Does the company have a separate quality mission Does the company have a separate quality mission

statement?statement?• YesYes• Committed to Customer Satisfaction, Quality Excellence Committed to Customer Satisfaction, Quality Excellence

and Continuous Improvementand Continuous Improvement• Does the company have a written quality plan? If so, Does the company have a written quality plan? If so,

where is it located?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.



• In your organization, who is responsible for quality?In your organization, who is responsible for quality?• 1 Quality Analyst who is responsible for managing 1 Quality Analyst who is responsible for managing

quality. quality. • 2 Supplier Quality Assurance Analysts are responsible 2 Supplier Quality Assurance Analysts are responsible

for overseeing the inspection of parts and supplies for overseeing the inspection of parts and supplies delivered for company projects. delivered for company projects.

• Ultimately, everyone within the company is responsible Ultimately, everyone within the company is responsible for adhering to quality policies in place.for adhering to quality policies in place.

• What are some job titles that relate to quality in your What are some job titles that relate to quality in your company? What is the educational background for company? What is the educational background for these positions?these positions?• Quality Analyst 3 - Bachelor's DegreeQuality Analyst 3 - Bachelor's Degree• Supplier Quality Assurance Analyst - Experience is Supplier Quality Assurance Analyst - Experience is

requiredrequired• Logistics Manager - Experience is requiredLogistics Manager - Experience is required



• How does your organization define quality?How does your organization define quality?• A system developed to continually improve its A system developed to continually improve its

effectiveness in accordance with company effectiveness in accordance with company stated requirements. The defined system will stated requirements. The defined system will be used for ensuring product conformance, from be used for ensuring product conformance, from design through servicing, necessary to achieve design through servicing, necessary to achieve customer satisfaction, and will serve as a basis customer satisfaction, and will serve as a basis for quality communications between company for quality communications between company personnel, customers, and subcontractors.personnel, customers, and subcontractors.



• How do you train/educate your employees How do you train/educate your employees concerning quality issues?concerning quality issues?• Upon initial hiring, employees are required to Upon initial hiring, employees are required to

complete the ISO 9001:2008 training, and complete the ISO 9001:2008 training, and thereafter, every 3 years. thereafter, every 3 years.

• Throughout the year, internal and 3rd party Throughout the year, internal and 3rd party audits are conducted, and the results are passed audits are conducted, and the results are passed on to division personnel. on to division personnel.

• Quality information is contained in the company Quality information is contained in the company newsletter generated on a quarterly basis. newsletter generated on a quarterly basis.

• Has your company ever applied for or earned a Has your company ever applied for or earned a national quality award or certification? national quality award or certification? (Baldrige Award, ISO 9000, CMMI, Other?)(Baldrige Award, ISO 9000, CMMI, Other?)• Yes. L-3 TCS is ISO 9001:2008 certified. Yes. L-3 TCS is ISO 9001:2008 certified.



• How do your customers influence your quality program? How do your customers influence your quality program? • By providing feedback via the Contractor's Performance By providing feedback via the Contractor's Performance

Assessment Report (CPARs). Assessment Report (CPARs). • Rated based on:Rated based on:

• The quality of service or productsThe quality of service or products• ScheduleSchedule• Cost control Cost 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 Do government regulations have a large impact on your quality procedures?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, If any specific quality requirements are stated in the contracts,

TCS will adhere to those requirements.TCS will adhere to those requirements.April 2014April 2014Quality Interview by Katie MasonQuality Interview by Katie Mason 88

Interview: Interview: Quality MethodologyQuality Methodology

• Do you routinely collect data on the quality of Do you routinely collect data on the quality of

your product or process? Do you use statistics your product or process? Do you use statistics

to analyze the data collected?to analyze the data collected?• TCS conducts annual internal audits and TCS conducts annual internal audits and

surveillance audits. 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 Identify what departments and areas continue to

have issues.have issues.

• Do you use control charts? If so, what Do you use control charts? If so, what

processes are charted? processes are charted? • Currently, we do not use any control charts.Currently, we do not use any control charts.



• What kind of quality reporting techniques do you use? What kind of quality reporting techniques do you use? Who generates the reports? Who sees the reports? Who generates the reports? Who sees the reports? • Management Reviews - Generated by the Quality Management Reviews - Generated by the Quality

Analyst, and reviewed by VP/General Manager, Director Analyst, and reviewed by VP/General Manager, Director of Operations, and Chief Engineerof Operations, and Chief Engineer

• Internal Audit Findings - Generated by the Quality Internal Audit Findings - Generated by the Quality Analyst, and reviewed by the management team to be Analyst, and reviewed by the management team to be discussed with personnel in their respective departmentsdiscussed with personnel in their respective departments

• Nonconformance Product Reports (NPR) - Generated by Nonconformance Product Reports (NPR) - Generated by Supplier Quality Assurance Analyst, but can be Supplier Quality Assurance Analyst, but can be generated by any employee, and reviewed by the generated by any employee, and reviewed by the Logistics Manager and Management team during the Logistics Manager and Management team during the monthly Program Management Reviews (PMR)monthly Program Management Reviews (PMR)

• Problem Reports (PR) - Generated by any employee Problem Reports (PR) - Generated by any employee whenever a non-product quality issue/problem is whenever a non-product quality issue/problem is discovered. discovered.



• What kind of quality/process control software do you use? (Excel, What kind of quality/process control software do you use? (Excel, generic SPC, proprietary, etc)generic SPC, proprietary, etc)• EtQ Reliance - An enterprise quality and compliance management EtQ Reliance - An enterprise quality and compliance management

software for identifying, mitigating, and preventing high-risk events software for identifying, mitigating, and preventing high-risk events through integration, automation and collaboration.through integration, automation and collaboration.

• PEDYN: P2000-MT - An Engineering software program that uses PEDYN: P2000-MT - An Engineering software program that uses Microsoft Access as a platform. It allows TCS to customize it to fit our Microsoft Access as a platform. It allows TCS to customize it to fit our business requirements.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 Our Supplier Quality Assurance Analysts conducts a quality check on all

incoming parts, and approves all parts via the Receiving Verification incoming parts, and approves all parts via the Receiving Verification Checklist.Checklist.

• We monitor our suppliers on a quarterly basis. A vendor review board We monitor our suppliers on a quarterly basis. A vendor review board meeting is held to discuss the supplier delivery rate, order date, meeting is held to discuss the supplier delivery rate, order date, required date for delivery vs actual received date, and other issues that required date for delivery vs actual received date, and other issues that may come up.may come up.

• Do you use acceptance sampling methods? If so, what standards Do you use acceptance sampling methods? If so, what standards are they based on? Who designs the plan?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%.



• 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, Has your organization ever issued a product recall? If so, please identify the product and the date of the recall. 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 Does your organization follow Six Sigma or Lean Sigma quality methodologies for process improvement? quality methodologies for process improvement? • Currently we do not follow the either of these quality Currently we do not follow the either of these quality

methodologies.methodologies.• Are employees encouraged to obtain quality credentials Are employees encouraged to obtain quality credentials

such as Certified Quality Engineer or Six Sigma Black Belt?such as Certified Quality Engineer or Six Sigma Black Belt?• Employees are encouraged to partake of the Quality & Employees are encouraged to partake of the Quality &

Supply Chain Management training offered on the L-3 Supply Chain Management training offered on the L-3 Corporate intranet.Corporate intranet.


Additional InformationAdditional Information

• Company Website:Company Website:• http://www.tcsdesign.comhttp://www.tcsdesign.com

• Contact Information:Contact Information:Ms. Antilina HarrisMs. Antilina HarrisL-3 Communications TCS Quality Analyst 3L-3 Communications TCS Quality Analyst 3324 Corder Rd.324 Corder Rd.Warner Robins, GA 31088Warner Robins, GA [email protected]@L-3com.comOffice: 478-328-8537 Ext. 132Office: 478-328-8537 Ext. 132Fax: 478-328-0350Fax: 478-328-0350

• LinkedIn:LinkedIn:• www.linkedin.com/pub/tina-bibbs-harris/45/a88/992www.linkedin.com/pub/tina-bibbs-harris/45/a88/992


AuthorizationAuthorization

Dr. Joan Burtner has permission to publish this Dr. Joan Burtner has permission to publish this interview. (In report, email: April 2014)interview. (In report, email: April 2014)


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Etm 591 Quality Interview

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