Phase II ISO SOW Revised 7 28.pdf

The National Oceanic and Atmospheric Administration’s National Weather Service Aviation

Weather Center (AWC) provides global forecasts and warnings in support of safe and efficient flight. As one of two World Area Forecast Centers, and one of the 3 United States

Meteorological Watch Offices, the AWC is a world leader in aviation weather services.

The Aviation Weather Center is implementing a Quality Management System that can be registered to the ISO 9001:2008 standard. We approach this endeavor, not just to gain certification, but to develop a system that truly works as a management tool and improves our ability to manage the quality of our products and services.

Phase Two of the Aviation Weather Center QMS implementation strategy is based on an ISO

9001:2008 gap analysis conducted in 2010. Phase Two includes all 8 tasks below. The

Statement of Work includes requirements for consultant work in supporting the Aviation

Weather Center in accomplishing the 8 tasks.

Statement of Work

This acquisition will provide support to the Aviation Weather Center (AWC) to develop a documented quality management system to manage the business operations and aviation weather forecasting services at the Kansas City, Missouri office. This quality management system, will be designed in collaboration with AWC management and union, to ensure the unique issues associated with providing forecasting services and managing a complex scientific organization are considered. This Quality Management System (QMS) will provide the structure for AWC to reduce variation in process execution. The QMS will be designed to provide a proactive, customer focused management approach for providing increased efficiency and effectiveness. The QMS will meet all requirements of the international Quality Management System Standard ISO 9001:2008, and will be registered to this standard as part of this project.

The contractor must address the specific details of each of the following Phase 2 Tasks.

Task 1. Process Identification and Documentation

The contractor will work with the Aviation Weather Center to identify the organization’s processes. This will include:

Identifying each business key process o Roles and Responsibilities’ for each process o The sequence and interaction for AWC processes o Key Process identification will be completed during a minimum three day on-site workshop

Preliminary planning with the AWC Quality Manager to determine the make-up of the QMS development team prior to arrival on-site.

The contractor will provide all materials for the workshop. (Only the meeting room will be provided by AWC).

Monitoring and measuring for each key process o Performance metrics will be identified and documented for each process

At the completion of the final workshop, a Quality Management System Manual will be created and plans for additional documentation will be defined. The QMS Manual will be a completed deliverable product within 60 days of the final workshop, and no later than June 30th, 2012.

Estimates must identify time estimated to complete this task and justification for the estimate, and include all travel, material and documentation costs and identify the number of contractor hours expected. Estimates must also be clear on the documentation that will be completed with this task.

Task 2. Quality Policy and Quality Objectives

At the completion of Task 1, AWC’s key processes and performance metrics will be defined, and the contractor will work with the QMS Team to develop a Quality Policy and document the Quality Objectives aligned with the Quality Policy.

The quality policy and objectives will be created collaboratively on-site with the contractor by reviewing examples of effective Quality Policies, working with AWC management to define realistic, measurable objectives of strategic importance to the organization, and contractor-provided training on Quality Policy.

number of contractor hours expected. Estimates must also be clear on the documentation that will be completed with this task.

Task 3. Documentation

The contractor will work with the AWC to define the level of documentation appropriate for AWC’s culture and current documentation status. For each process, it will be determined if the detail provided gives clear direction to the process owners on how to execute the process effectively and efficiently. Where additional Standard Operating Procedures (SOPs) are of value, the contractor will work with AWC to develop them.

If additional detail is required on a particular process, work instructions will be defined and developed for the specific task. The contractor will work with the current documentation team to develop the structure and control of the AWC’s SharePoint site to provide persons within AWC proper access to documents.

The contractor will review each process with the process owners and assist them in defining the level of documentation needed, and developing and approving documents before they are uploaded to the SharePoint site.

The contractor will provide drafts for review and final copies of:

The Quality Manual

Management System Procedures

Work Instructions

Task 3 Documentation will be conducted with a minimum two day on-site workshop

Estimates must identify time estimated to complete this task and justification for the estimate, and include all travel, material and documentation costs and identify the number of contractor hours expected. Estimates must also be clear on the documentation that will be completed with this task.

Task 4. Training

The contractor will work with AWC to develop and provide the following training. Note: The AWC, as an operational meteorological watch office operates 24 hours, seven days a week. It is not possible to reach every employee in a single training session. This must be addressed for at least the first three training needs identified below. (The training will be offered during regular, Monday through Friday, 8:00am – 5:00pm office hours)

General awareness training: The contractor will provide necessary training for all employees.

Training materials provided for AWC to use in future training.

(1) Document Control Training o The contractor will provide brief training for all employees on the document Control Process of AWC use of SharePoint for the Document Control Coordinator(s) and users.

(2) Records Control Training o The contractor will develop and provide training for all employees on AWC

Records Control Process.

(3) Corrective Action and Preventive Action Training o The contractor will develop and provide training for defining when correction versus corrective action:

should be taken, how to define the root cause of a nonconformance opportunities and examples of preventive action.

Management Review Training o The contractor will develop training for AWC on tips and techniques for planning and holding and effective management review.

Internal Auditor Training o The contractor will provide a minimum 1.5 day classroom training for selected internal AWC auditors (up to 10).

o This training will include

Review of the ISO 9001:2008 standard Documented QMS of AWC How to prepare for an audit How to identify non-conformances to the QMS Provide hands-on auditing experience for auditors (in support of Task 5)

Estimates must identify time estimated to complete this task and justification for the estimate, and include all travel, material and documentation costs and identify the number of contractor hours expected.

Task 5. Facilitate Internal Audit

Following AWC’s documented Internal Auditing procedure, the contractor will work with AWC’s training internal auditing team to lead and facilitate the first internal audit of the QMS. The contractor will work with AWC to:

Create the audit schedule and communicate it to the organization

Develop the audit plan and audit documents

Perform the internal audit, according to the audit plan and schedule two (2) contractor auditors on site for a minimum of 3 days each.

Provide mentoring to the internal auditors throughout the auditing process

Develop the final report and deliver the findings to the AWC Management Team

Estimates must identify time estimated to complete this task and justification for the estimate, and include all travel, material and documentation costs and identify the number of contractor hours expected.

Task 6. Corrective Action

Following AWC’s documented Corrective and Preventive Action procedure, the contractor will work with AWC personnel to develop corrective action requests and corrective action plans for each Non-conformance identified in the internal QMS audit. The contractor will work to develop a methodology for tracking corrective and preventive actions and will verify closure and effectiveness of the corrective actions before the registration audit.

Estimates must identify time estimated to complete this task and justification for the estimate, and include all travel, material and documentation costs and identify the number of contractor hours expected.

Task 7. Management Review

Following AWC’s documented Management Review Process, the contractor will work with AWC to prepare for and facilitate the first QMS Management Review with the AWC Management Team.

number of contractor hours expected.

Task 8. Registrar Selection

The contractor will research and provide price proposals for (3) potential ISO 9001 registrars.

These proposals will include an assessment of the strengths and weaknesses of each registrar.

The contractor will provide this information to the AWC Management Team so they can evaluate and select the registrar that provides the most value to their organization.