Quality Policy Statement
iLEAD I.T. Solutions Corp will earn the loyalty of our customers not by just meeting or exceeding their needs but through our company values and operating principles radiated by the quality of our engagement resulting to par-excellence of our services and products.
Purpose and Scope
The purpose of this quality policy is to outline the company’s quality management system (QMS) ensuring consistency in our daily operations. Specifically, it aims to:
1. Ensure the consistency of our services and products we deliver
2. Meet regulatory requirements
3. Align with the strategic goals of the company and customers
RESPONSIBILITY
The Director of Quality and Compliance is the owner of this document and is responsible in updating this on a regular and need-to basis. However, every employee and partner of iLEAD is responsible in implementing the quality policies of the company regardless of rank, position, and status.
Quality Principles
iLEAD’s commitment to quality is based on adhering to the following values, goals, and operating principles:
Our Values (How we behave and characterize ourselves)
1. We will act with Integrity at all times
2. We partner with our customers so they can meet or exceed their goals
3. We engage, mitigate, and bite the bullet
4. We always deliver
Our Purpose (Why we exist):
We want our customers to succeed and exceed their goals so we can share and celebrate their success together.
Our Ambition (Our final destination)
1. Be the preferred partner of choice for all business system implementations
2. Everything we do for our customers become an industry-differentiator and/or a recognized value-added competency.
Our approach
We regularly enhance our customers’ competitiveness and quality of life through our world-class skilled employees, sustainable partnership, leading-edge technology, and time-proven methodology.
Operating Principles
Every Employee Operating Principles
1. We partner with our customers to succeed
2. The services we provide are par-excellence
3. The products we deliver becomes a value-added tool only if we suit it according to the needs of our customers
4. We act as one team – within iLEAD and within every project implementation composed of heterogenous groups from other organizations.
5. We behave and act that is respectful to everyone, mindful of their safety and well-being.
6. Every iLEAD member will comply to the customer’s safety policies and requirements.
7. We act proactively and execute to win all the time
8. Every project is a shared governance driven by commitment to win customers
9. We enable a learning environment for our customers, employees, and partners
10. We operate based on trust by strengthening our evidence and fact-based decisions.
Roles and Responsibilities
We will meet or exceed our customer needs and eagerly comply with our operating principles through our structure along with the specified responsibilities:
1. Leadership Team - This group is responsible for steering the organization in terms of goals, directions, and priorities. Composed of no more than 5 members, they will lead the following:
a. Human Resources from recruitment to retirement / disengagement. Also includes rewards, recognition, training, corrective actions, employee engagement, and organizational development
b. Technology Framework encompassing architectural solutions, platforms, tools, and the 5 M’s (manpower, machine, materials, methods, management)
c. Project Management comprehends all projects deployed from ideation to live implementation including post installation activities and management.
d. Financial Management includes Profit and Loss monitoring, accounting, investment portfolio and management
e. Quality Management System includes everything in this policy document, execution, and verification.
2. Development Operations
The individuals under this team will be responsible for actual development of tools and applications. They are capable and experts in any of the following platforms:
a. Java
b. Python
c. HTML, XML, CSS, xScripts
d. .net, .ash,
e. MS SQL, PostgreSQL
f. DDL, DML, DCL, DQL, TLC
g. RDBMS, OODBMS, HDBMS
This development operations team (aka DevOps) will be optionally working hybrid based on honesty system and results oriented arrangement. They will get directions from the Project Managers and Business Analysts.
3. Project Managers and Analysts
This team is responsible for requirements analysis, design, all the way to post installation review. Specifically, they will handle:
a. Business Requirements Analysis and Design (BRaD)
b. Design to Development Monitoring working with DevOps
c. Various internal testings
d. Acceptance Test Development
e. Acceptance Testing and Management
f. User Trainings
g. Project Management Plan
h. PM Execution, monitoring, and gap resolutions
i. Installation and Live Run
j. Post Installation Reviews
4. Helpdesk and Support
After every successful installation and live run, this team is responsible for all applications deployed to every customer. There are several levels how this operates:
a. Level 1 Support. These are documented procedures and routinary in nature. Team assigned to this level follows a documented manual how to resolve a specific issue. This manual gets updated overtime or as the need arises by the Level 1 support or any of the Helpdesk hierarchy.
b. Level 2 – These are individuals who will assist the customer directly or the Level 1 support if all of the conditions below failed:
b.1 The procedure is not in the manual
b.2 The procedure is in the manual but issue persists
b.3 The solution provided is recurring after sometime
Level 2 also have the responsibility to work directly with DevOps if the issue reported is a bug. All bugs are considered critical.
Service Level Commitments
ISSUE RESOLUTIONS
All tickets will be categorized according to the following definitions:
1. Enhancements – These are features not in the original requirements but are needed to be part of the implementation or transition.
2. Bugs – These are features within the system but are not producing the output or behaving differently from the specified original requirement.
Service Level Commitments (SLC)
All SLC or Service Level Agreements (SLA) with the customer depends on the support subscription by the customer. Generally and by default, the following SLCs are observed:
1. Critical Bugs – these are features that prevents the customer from shipping or producing units caused by the tool and there are no alternative approach or solution.
2. Major Bugs – these are system bugs that does not necessarily impale the ability of the customer to ship or operate but impacts efficiency or productivity significantly.
3. Minor Bugs – system errors that impacts minor operations but an alternate provision is available (i.e. manual correction)
4. Critical Enhancements – these are features need by the customer and prevents them from using the tool without these feature
5. Major Enhancements – features that are needed but still allows the customer to continue using the tool despite the absence of this feature
6. Minor Enhancements – features are the nice to have but not time or operations sensitive but will improve productivity if available.
All these types of tickets will be measured using MEAN-TIME-TO-RESOLVE (MTTR). MTTRs are measured from the time the call is acknowledged to be valid to the time the issue gets resolved. The validation of the call is performed during the call itself or within the day accordingly.
MTTR TABLE BY CATEGORY
|
TICKET TYPE |
MEAN-TIME TO RESOLVE |
|
Critical Bugs |
Within 1 Hour |
|
Major Bugs |
Within 24 Hours |
|
Minor Bugs |
Within 3 Working Days |
|
Critical Enhancements |
Within 24 Hours |
|
Major Enhancements |
Within 7 Working Days |
|
Minor Enhancements |
Within 14 Working Days |
For enhancements, the time starts when the approval from the customer is received either via email, PO, or agreement contract. Enhancements are priced separately; hence a separate PO or agreement is required unless a support subscription agreement is already in place.