Quality Assurance Program
Criterion’s quality management approach integrates industry best practices and frameworks such as CMM, CMMI, and ITIL to support the customer’s architecture, system development life cycle processes, and specific performance standards as appropriate for the integration, development, and/or operational support tasks performed. Criterion’s Quality Control processes ensure customer satisfaction and high quality services and work products delivered. We measure performance using meaningful metrics and drive efficiencies through automation and reduction of process variation wherever practical.
At the project level, Criterion’s Project Manager identifies and monitors metrics related to Task Order performance. The Project Manager applies best practices to manage service delivery performance and work product quality to meet or exceed any service level objectives set forth in the Task Order’s QASP.
At the corporate level, Criterion’s management monitors cost and schedule performance at monthly Program Management Reviews, and solicits customer satisfaction feedback through multiple channels. Each customer is visited regularly by a senior executive, is given direct contact lines to the CEO and COO, and may call on them at any time. Customers are invited to visit at Criterion facilities with or without notice. We also ask customers to rate our performance annually.
Criterion’s growth and success depends upon our ability to receive outstanding positive references when we provide outstanding service to our customers. Providing exemplary customer service to the Navy under Seaport-e is a strategic objective.