• Client Industry: Technology Services

• About Client: Our client, headquartered in Bethesda, Maryland, is an experienced and results oriented small business specializing in providing imaging, document management and process automation solutions and services for the federal government. They work closely with customers to provide integrated, comprehensive solutions for the most challenging business problems. They provide the total solution from initial planning and design services, to systems integration and development, training and support.

• Client Relationship Overview: DISYS has been engaged with the client since mid 2008, and is currently providing support for a Total Quality Management project for National Institute of Health

Engagement Details:

• Business Need: The National Institute of Health Office of Communication and Education NIH/OCE was looking to implement a Quality Management Plan with regards to its programs, products and services across their offices and wanted to engage a firm to provide support for this initiative.

• Project Objectives: To help OCE identify and document client, customer, and stakeholder needs, proactively plan to meet those needs, measure program and service performance against needs, and empower employees to be involved in quality assurance and improvement efforts.  This plan would help in implementing systematic continuous quality management programs and processes.

• Solution Approach: The evaluation was conducted in conjunction with a quality improvement program.  This process tends to be more efficient for monitoring quality indicators on a continuous basis.  The approach included the following:

• Define the OCE Program Landscape into Evaluation Units
• Update or Establish Program Plans
• Define Quality Standards for Programs

• Technology Components and Versions: Business Processes, Microsoft Word (2003 and 2007),  Microsoft Excel

• Business Value: By working with OCE to build capacity for and knowledge in continuous quality management, and determine a team structure for coordinating quality improvement activities, DISYS was able to achieve the following capabilities:

• Assess the need for training and level of knowledge needed in accordance with staff work relevant to quality improvement
• Work with OCE training team to coincide training with implementation of any quality improvement plan.
• Determine an implementation approach and operational structure for a quality management initiative, including the formation and responsibilities of quality management teams.