# Presentation: 135639

## GSFC QMSManagement Review01/01/2002 -- 05/28/2002

**Charles Vanek****	**
**Management Representative**
**May 28, 2002**

## Agenda

- QMS Performance this Period
- GSFC Pre-Assessment for ISO 9001:2000 Compliance
- Planned Corrections for August
- NCR/CAS Upgrade

**QMS Performance this Period**
**Compiled by Scottie Milne Code 302**

## Internal Quality Audits

- FY 02
- 18 Internal Audits performed
- 29 NCR’s written
- This Period
- 13 Internal Audits performed
- 21 NCR’s written

## Internal Quality Audits

- Document and Data Control is the only QMS Element that has had 30 or more NCR’s in each of the first three fiscal years of our ISO certification. However we are now doing better:
- Only 3 NCR’s for Document & Data Control have been written so far in FY 02

## Internal Audit NCR’s

## Internal Audit NCR’s

## Internal Audit NCR’s

## Internal Audit NCR’s

## Internal Audit NCR’s - Ranking of QMS Elements by Quarter

## Product & Process NCR’s

- 436 P&P NCR’s have been opened this fiscal year.  301 this calendar year
- Currently there are 117 open
- 258 have been opened against Flight Projects this calendar year
- HSTFS&S 	135 (mostly an artifact of the NCR/CAS)
- SWIFT		104 (mostly an artifact of the NCR/CAS)
- ASTRO-E2	9
- EOSCHEM	4
- VCL		4
- HSTOPS	2

## Product and Process NCR’s

## Product & Process NCR’s  - Disposition

## Product and Process NCR’s- Disposition as Percentage

## Product & Process NCR’s  Defect Codes (Number of NCR’s in FY)

## Product & Process NCR’s  -  Defect Codes as Percentage

## Product & Process NCR’s  Defect Codes

- A sudden increase in NCR’s written against Test/Test Facility will be evaluated to determine if these are really against the test or if they are against the test documentation.

## Disposition of Electronic/Electrical NCR’s

## Disposition of Dimensional Defects

## Disposition of Mechanical NCR’s

## Disposition of Software NCR’s

## QMS Management Review Action Items

## QMC2002-00010(closed)

_**Action**_**:  *****From 1/28/02 review***** - **QMSC develop a standard reporting format for NCR status reporting as required by Directorates in GPG 1060.2
_**Assigned to**_**:  **Code 306
_**Status**_**:  **Open.**  **QMSC sub-committee developed format and provided to QMSR, details still being worked.  Directorates currently reporting NRC status per standard format.

## QMC2002-00011(open)

_**Action**_**:  *****From 1/28/02 review***** – **In order to expedite closure, QMSR make presentation to Code 290 regarding mishap report referenced in customer complaint regarding disruption of PG County Emergency Communications
_**Assigned to**_**:  **QMSR
_**Status**_**:  **Open. Code 290 has the report but no actions nor action plan has been formulated.

## QMC2002-00012(open)

_**Action**_**:  *****From 1/28/02 review***** **–** **QMSR speak to Code 300 Director to expedite resolution of development of NCR data analysis tools (Action QMC2001-00007)
_**Assigned to**_**:  **QMSR
_**Status**_**:  **Open.**  **Code 290 support contract funding needs identified by QMSR with Code 300.

## QMC2002-00013(closed)

_**Action**_**:  *****From 1/28/02 review***** **–** **QMSR provide metrics to Mr. Diaz regarding trends on product/process NCR’s.
_**Assigned to**_**:  **QMSR
_**Status**_**:  **Closed.** **Augmented QMS Review package, containing requested data, provided to EC 1/29/02.

**GSFC Pre Assessment for ISO 9001:2000 Compliance**

## GSFC Pre Assessment

- NQA Focus
- Management Responsibility and Commitment
- Objectives, metrics, data analyses, knowledge of customer satisfaction and continual improvement
- NQA Findings
- One major non conformance; performance metrics and analyses against objectives were generally not available
- Minor issue; Center-based customer satisfaction strategies were not evident
- Minor issue; some stated objectives were not easily measured nor vertically aligned

## QMSC Actions

- A Corrective Action Plan is being formulated and will be forwarded to NQA within the required 20 working days
- QMSC is working to resolve all identified issues (next section of this presentation)
- We have confidence that we can correct all shortcomings and be ready to pass the audit in August

**Planned Corrections for August**

## August Audit

- We expect an Audit very similar to the Pre-Assessment both in terms of scope and emphasis
- Week of August 12-16 is scheduled
- For logistics reasons, Wallops will again be first with the final debriefing at Greenbelt

## Corrections Needed

**Major Non Conformance**: performance metrics and analyses against objectives were generally not available
**Correction**: All Directorates and Staff Offices
- We will continue to derive our objectives from the Goddard Strategic Plan but we encourage consideration of the Agency Performance Plan (FY 2002) in generating objectives
- We need explicitly defined metrics that are tied to objectives
- Metrics should be developed so that outputs can be used to evaluate a specific objective over time to discern trends to allow  taking of preventive and corrective action.
- We must also be explicit about how the metrics will be analyzed for implementing continuous improvement
- Fewer meaningful metrics, effectively utilized, are preferred over more numerous metrics.
- Guideline 1: metrics should also look horizontally across the organization, e.g., all projects)
- Guideline 2: existing metrics should be used where possible

## Corrections Needed

**Minor Issue**:Center-based customer satisfaction strategies were not evident
**Correction**: Code 100
- We will clarify Goddard’s customer relationships: In keeping with “One NASA” and consistent with the NASA Strategic Management Handbook, Goddard’s customers are being (re)defined as being external to the Center and to the Agency
- Congress
- Executive Branch
- Science Community
- Goddard’s customer commitment is between the Center Director and Headquarters. As a result the Directorates and Staff Offices do not have external customers
- All customer satisfaction metrics and data are consolidated at the Code 100 level

## Corrections Needed

**Minor Issue**:Stated objectives were not easily measured or vertically aligned
**Correction**: All Directorates and Staff Offices
- We will document our objectives, metrics, and analyses (methodologies and results)
- Guideline: should be documented in a controlled form that is readily updated

## Customer Feedback

- There are currently 5 open NCR’s that were entered as customer complaints.
**CODE2902001110201**  (**open 235 days**)   Prince Georges County Emergency Communications Interruption
**CODE5002002011001 ** (**open 135 days)**  Chilled water outage
**CODE2052002020501  (open 109 days)**  Fire extinguisher monthly inspection
**FMD2002051001  (open 15 days)**  Asbestos in the south wing of the ground floor of Bldg. 6 (under construction)
**SYSADMIN2002051402  (open 11 Days)  **User lost data while entering NCR description.
- The last four of these were entered during this reporting period.

## Customer Feedback

- Four customer complaint NCR’s were closed during this reporting period
**CODE2052001110801** (**closed 3/7/02**)   From NSRS regarding locked exterior personnel access doors
**CODE2902001092501 ** (**closed 5/6/02)**  Installation process for new phone system
**FMD2001110801  (closed 3/7/02)**  Damaged floor carpet tiles
**HSTOPS2002042302 (closed 5/13/02)  **Customer cut active LAN cable

**NCR/CAS Upgrade**

## NCR/CAS Function

- The NCR/CAS is used to capture non-conformance data that is used within the Quality Management System to identify, track and correct problems
- Initially the Center was using the NSR/CAS mostly to identify major (hardware) problems only
- Some projects and hardware development efforts had their own working systems and worked the NCR/CAS as a second system
- Other projects/development efforts use the NCR/CAS but with some difficulty
- There still are several other systems being semi-used (for other types of problem reporting) and there are also areas, most notably in S/W development, where no standardized, Center problem data capture exists

## NCR/CAS Upgrade

- About two years ago the Executive Council agreed that the NCR/CAS should be upgraded and made more user friendly
- Funding has not yet materialized
- The urgency of this is now driven by ISO 9001:2000 which requires us to capture and consider non-conformance data from all sources

## Recommended Upgrades

- Complete user-friendliness upgrades
- Meld into the NCR/CAS the current Mishap Reporting and notification system
- Hardware failures
- Safety mishaps
- Merge the Spacecraft On-Orbit Anomaly Reporting System (SOARS) and Incident Reporting into NCR/CAS
- Capture “Minor” hardware non-conformances
- Capture S/W development non-conformances

## NCRCAS Upgrades

- About 1 MY effort of programmer needed ($150K)