Inspection/Quality Assurance 65

T
he role of Inspection and Quality Assurance involves verifying
compliance with laws, regulations, and national codes. Technicians in
the eld of Inspection/Quality Assurance help balance the public
demand for a safe environment and quality products against the desire
for smaller government and fewer regulations. Workers in
Inspection/Quality Assurance work largely for Federal, State and local
governments, as well as in the private sector in education, hospitals, insurance
companies, and manufacturing rms. In private industry, the demand for Quality
Technicians is fueled by the self-enforcement of government and company
regulations and policies, particularly among franchise operations in various
industries and by the desire to meet the requirements of their customers.
To ensure that standards are maintained, they investigate complaints by
questioning contractors, vendors, and others to obtain evidence. Quality
Technicians look for inaccurate practices, shoddy workmanship, poorly performing
components, and decomposition or chemical contamination that could result in a
product or structure becoming harmful to health. They conduct fact-nding
investigations to determine the existence of specic safety hazards. They may be
assigned to conduct safety inspections, perform sampling and testing, use and
calibrate technical equipment, and use measuring devices and supplies required
in the eld.
Quality Technicians must often determine the disposition of any non-conforming
material conscated in the quality inspection. They prepare a statistical analysis
to verify compliance with pollution control and other laws, le reports of their
ndings, and compile evidence for use in court if legal action must be taken.
They may also recommend quality improvements in purchased materials, product
design and manufacturing techniques as they assist vendors in establishing
inspection standards to meet quality requirements.
Quality Technicians work with many different people in a variety of environments.
Their jobs often involve considerable eldwork; some Quality Technicians travel
frequently. Quality Technicians may experience unpleasant, stressful, and
dangerous working conditions. Because their work involves verication of safe
conditions and quality materials under all circumstances, they may at times be
exposed to many physically strenuous conditions and hazards, and may work in
extreme temperatures or foul weather. Their duties often require working
outdoors, performing moderate lifting of testing and sample equipment, and
walking or standing for long periods of time. Many Quality Technicians work long
and often irregular hours. Inspectors may at times nd themselves in adversarial
roles when the organization or individual being inspected objects to the process
or its consequences.
Inspection and
Quality Assurance
Typical Job Description
for Inspection/Quality Assurance
ALL QUALITY TECHNICIANS are trained in the applicable laws or inspection
procedures through some combination of classroom and on-the-job training. In
general, people who want to enter this occupation should be responsible and like
detailed work, with a tenacious persistence in problem solving/trouble shooting.
Quality Technicians should be able to communicate well, as there is often the
need to explain technical matters to laymen orally or in writing. A solid
understanding of business and the economy is important for those who plan to
work in private industry. In general, Quality Technicians need to possess an ability
to work cooperatively with others to develop consensus-based solutions.
SAMPLE JOB TITLES
Client Service Quality Technician
Compliance Specialist
Equipment Specialist
Quality Assurance Engineer Technician
Quality Assurance Specialist
Quality Assurance Technician
Supplier Quality Technician
66 Inspection/Quality Assurance
THE INSPECTION TECHNICIAN has been assigned by his Supervisor to work
mainly with materials testing at a construction job site. Before departing from
the project construction ofce for the project site, the technician prepares a letter
of transmittal with the date, contract number, product to be tested, application
involved, and any other pertinent information. The current project involves testing
the concrete upon delivery at the job site as it is poured for placement
application (bridge and wall structures). He gathers equipment needed at the
project site for the testing. Upon arrival at the job site, he meets with the project
inspector and contractor representative to let them know he's on the site.
He sets up his testing equipment, including a slump cone, air meter gauge,
concrete thermometer, concrete cylinder moulds, and tape measure. When the
concrete trucks arrive, he meets with the concrete supplier representative to
check the load for product consistency. He obtains a sample from the concrete
truck. At the site near the point of placement, he performs tests to measure
slump, air content, air temperature, and concrete temperature. He records all of
the data and provides the information to the contractor and project inspector.
If all the test results are within the range of acceptable gures, then this round of
testing activities is complete. If one of the components doesn't test well, the
discrepancy must be reported to the project inspector and to the contractor
representative, who noties the concrete supplier. Once the concrete supplier
makes any required corrections, the technician must then perform the same tests
again to verify that the concrete consistency, temperature, and air content are all
in compliance.
As his nal task for the day, he obtains a sample of the concrete and places it
into cylinders to be left on site until the following day. The next day, he returns to
the job site and transports the cylinders of concrete to the materials lab, where
the samples are allowed to cure approximately 28 days. Once the sample has
cured, he performs an analysis to measure its compressive strength, adding the
results of this test to all of the other data provided to the contractor and project
inspector. All materials testing records concerning the history of the site during
construction are documented and led as part of the public record to ensure the
safety and longevity of the project.
PRIMARY TASKS AND FUNCTIONS INVOLVED IN THIS SCENARIO
A. Ensure materials meet quality specications
A1. Inspect and test materials relative to quality specications
A2. Report material quality deviations
A3. Accept and release materials that meet specication
A5. Use and maintain testing equipment
B. Monitor operations for product and process quality
B3. Check that nal product meets quality specications
B4. Document quality results at each stage of the process
C. Make corrections to meet quality standards
C1. Communicate quality problems
C3. Record process outcomes and trends
Inspection/Quality Assurance 67
Routine Scenario:
Placement Application Testing
IN THE FIELD of Quality Control and Quality Assurance, materials used in
construction must be thoroughly tested for compliance with established
standards. If these component materials don't pass product specications, the
stage is often set for crisis scenarios to arise. To prevent the occurrence of such
issues and to create safer, stronger products and public structures, the Quality
Assurance Technician uses a nuclear density gauge to perform earth work
compaction tests on a roadway project. This particular project involves having a
contractor build up a ll area for a roadway section.
The technician locates the proper point at the roadway ll job site to perform a
density test. In order to determine the consistency of the soil, he takes a sample
of the earth below and around the test points of the roadway, placing the dirt into
a sample bag. He transports the sample of earth to a materials lab, where the
sample is dried out and submitted to gradation and moisture determination tests.
He notices that some of the tests produce results in measurements that are not
at acceptable levels. He noties his project inspector and the contractor
representative about the problem with the test results.
During the time of this rst round of testing, if dirt was continuously being placed
into the roadway ll area, he must now conduct additional density tests to
determine if the soil consistency has come into proper range of acceptable
numbers. Additional soil samples must be processed in the same way as before.
After a second round of tests, if the results are positive, he noties the project
inspector and contractor representative of the good news and documents the
results.
If the soil test results are still not acceptable, he noties the project inspector
and contractor representative. At that point, they must determine the corrective
action to be taken to remedy the situation.
In either case, he records the compaction test results for each round of testing
and for each batch of samples on a report form to log the history of the soil
tests. This history becomes a part of the contract materials le for the project.
PRIMARY TASKS AND FUNCTIONS INVOLVED IN THIS SCENARIO
A. Ensure materials meet quality specications
A1. Inspect and test materials relative to quality specications
A5. Use and maintain testing equipment
C. Make corrections to meet quality standards
C1. Communicate quality problems
C3. Record process outcomes and trends
C5. Implement closed-loop corrective action
D. Suggest and/or implement continuous improvement actions
D7. Check that nal product meets customer and business or agency needs
68 Inspection/Quality Assurance
Crisis Scenario:
Roadway Fill Soil
Compaction Testing
THE ENGINEERING RESOURCE Trainer has been assigned the six-month task of
creating a training program matrix. One main program objective is to create
direct opportunities for employees to cross train and get to know more
engineering skills in addition to their main area of assignment. By providing
access to additional training in complementary disciplines, the organization
hopes to enhance opportunities for advancement and reduce attrition rates that
cost the organization a lot of time and money. Individuals who take advantage of
this training can prepare themselves to expand into Materials Testing, Surveying,
and Project Inspection. After taking a designated number of these courses, entry
level personnel can then apply to become Assistant Technicians on job sites,
where they increase their awareness of other construction engineering activities.
The technician determines from previously gathered input that the most effective
format for the training courses to be provided would be instructor-led courses
offered on site, with online registration and record keeping systems to coordinate
students' records.
He prepares a work plan showing the steps involved and the proposed budget for
designing, stafng, scheduling, evaluating, advertising and registering individuals
for training classes to be offered by the organization to include:
Electrical design
Environmental issues and erosion control
Hydraulics drainage
Management skills
Materials testing
Software applications training
Surveying
Trafc systems channelization
Workplace issues such as diversity training
He includes in the work plan the process of developing relationships with
Community Colleges and Vocational Technical Colleges and other public training
organizations. He determines that there will need to be assigned roles within the
organization for someone or some department of individuals to network with
these other educational groups to share and attract instructors, to stay current
with curriculum development best practices, and to participate in forums to
ensure the relevancy of training compared to skills required in the workplace. He
initiates ongoing contact and collaborates with co-workers in each department of
his organization to identify all priorities in the work plan. He submits his work
plan, along with his recommendations for next steps, to the management
advisory group at the end of the six-month period.
PRIMARY TASKS AND FUNCTIONS INVOLVED IN THIS SCENARIO
C. Make corrections to meet quality standards
C4. Identify and report performance or training issues affecting quality
D. Suggest and/or implement continuous improvement actions
D5. Participate in developing new work procedures
E. Coordinate work team to facilitate quality assurance
E1. Provide training to other employees
E2. Participate in meetings and problem solving groups
E3. Coordinate work ow with team members and other work groups
E4. Promote career development
E5. Maintain personal certication and licensure
Inspection/Quality Assurance 69
Long Term Scenario:
Training Matrix of
Engineering Resources
70 Inspection/Quality Assurance
Inspection/Quality Assurance 71
Foundation Skills
and Personal Qualities
Critical
Competencies
SCANS Survey Results
Inspection/Quality Assurance
0 1 2 3 4 5
BASIC SKILLS
Demonstrates Effective Reading Strategies Identies relevant details, facts, specications; interprets and
summarizes
Demonstrates Effective Writing Strategies Records information accurately, completes forms and writes simple
documents
Applies Arithmetic Processes Performs basic computations and measurements, performs
measurements and predicts arithmetic results
Applies Mathematics Processes Summarizes and translates mathematical data
Demonstrates Effective Listening Skills Responds to verbal/nonverbal communication, and conrms
information
Demonstrates Effective Speaking Skills Presents basic ideas/information, explains concepts and actively
participates in discussion
THINKING SKILLS
Applies Creative Thinking/Generates Ideas Recognizes patterns and demonstrates creative thinking process
while problem solving
Applies Decision Making Strategies Understands decision making process, analyzes
situation/information and considers risks/implications
Recognizes and Solves Problems Identies the problem, analyzes possible causes,
generates/evaluates solutions and implements plan of action
Demonstrates Visualization Translates blueprints, drawings and diagrams, applies approriate
principles, predicts outcomes, analyzes part/whole relationship
Knows How to Learn Draws upon prior experiences, interprets and applies new
knowledge, and experiences
Applies Reasoning Skills Identies the problem, extracts information, uses logic to draw
conclusions, examines information for relevance and accuracy
PERSONAL QUALITIES
Demonstrates Responsibility Follows procedures, pays attention to details, follows up on
assigned tasks, demonstrates initiative, needs minimal supervision
Demonstrates Belief in Self-Worth Responds assertively, defends own viewpoints, accepts
responsibility for own behavior, understands own impact on others
Demonstrates Sociability in Groups Takes active interest in and helps others, establishes rapport,
modies behavior to environment and shows empathy for others
Demonstrates Self-Management Sets and adjusts goals, and demonstrates commitment to self-
improvement
Demonstrates Integrity/Honesty Demonstrates trustworthiness, and recommends ethical course of
action
72 Inspection/Quality Assurance
Foundation Skills
and Personal Qualities
Critical
Competencies
0 1 2 3 4 5
MANAGEMENT OF TIME & RESOURCES
Manages Time Starts on time, efciently manages time, prioritizes daily tasks, and
monitors/adjusts task sequence
Manages Money Not applicable
Manages Materials/Facilities Acquires supplies and equipment, uses materials in a safe and
efcient manner and orders and maintains inventory
Manages Human Resources Distributes work assignments and matches talent to positions
MANAGEMENT & USE OF INFORMATION
Acquires/Evaluates Information Selects appropriate categories for information, interprets
information and applies processes to new information
Organizes/Maintains Information Selects appropriate categories for information, interprets
information and applies processes to new information
Interprets/Communicates Information Recognizes accuracy of information, interprets information, and
prepares basic summaries
Uses Computers to Process Information Utilizes integrated/multiple software, locates and retrieves stored
information, manipulates/modies information
INTERPERSONAL SKILLS
Participates as Team Member Assists and encourages team members, actively participates, works
to improve team skills, demonstrates commitment
Teaches Others Models proper performance/attitudes, conducts task specic
training and coaches others to apply related concepts
Serves Customers Analyzes customer needs, and demonstrates commitment to
customer
Exhibits Leadership Understands and adheres to standards; demonstrates commitment
to excellence and leads by example
Negotiates Agreements Understands negotiations process and identies conicts
Works with Diversity Recognizes differences, understands the legal aspects of
discrimination, and respects the rights of others
UNDERSTANDING &
MANAGEMENT OF SYSTEMS
Understands System Understands system organization and follows processes and
procedures
Monitors/Corrects System Performance Monitors system operation and troubleshoots system
malfunction/failure
Improves/Designs Systems Suggests system modications/improvements and determines
system components to be improved
USE OF TECHNOLOGY
Selects Appropriate Technology Understands the requirements of the task and technological results
and analyzes task/technology relationship
Applies Technology to Task Understands technology applications and manipulates technology
for desired results, and analyzes technology output
Maintains/Troubleshoots Technology Follows specied maintenance, identies, troubleshoots, analyzes
malfunctions and failures
E.
Coordinate
Work Team
to Facilitate
Quality
Assurance
E1
Provide
training to
other
employees
E2
Participate in
meetings and
problem
solving
groups
E3
Coordinate
work ow
with team
members
and other
work groups
E4
Promote
career
development
E5
Maintain
personal
certication
and licensure
C.
Make
Corrections
to Meet
Quality
Standards
C1
Commun-
icate quality
problems
C2
Suggest or
perform
corrective
actions to
correct
quality
problems
C3
Record
process
outcomes
and trends
C4
Identify and
report
performance
or training
issues
affecting
quality
C5
Implement
closed-loop
corrective
action
D.
Suggest
and/or
Implement
Continuous
Improvement
Actions
D1
Analyze data
to identify
potential
problems
D2
Monitor
process
capability
D3
Monitor
customer
satisfaction
D4
Measure and
record
product and
process
outcomes
D5
Participate in
developing
new work
procedures
D6
Implement
approved
recommen-
dations
D7
Check that
nal product
meets
customer
and business
or agency
needs
Inspection/Quality Assurance 73
A.
Ensure
Materials
Meet Quality
Specications
A1
Inspect and
test materials
relative to
quality
specications
A2
Report
material
quality
deviations
A3
Accept and
release
materials
that meet
specication
A4
Maintain
supplier
relationships
to ensure
quality of
materials
A5
Use and
maintain
testing
equipment
B.
Monitor
Operations
for Product
and Process
Quality
B1
Track
materials for
quality
throughout
project
B2
Check
product
sample for
quality at
each stage of
the process
B3
Check that
nal product
meets quality
specications
B4
Document
quality
results at
each stage of
the process
CRITICAL
WORK
FUNCTIONS
KEY
ACTIVITIES - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
Concentration:
Inspection and Quality Assurance
Critical Work Function A. Ensure Materials Meet Quality Specications
74 Inspection/Quality Assurance
Required materials are identied
correctly.
Non-conforming material is
rejected.
Inspection results are documented.
Documentation records clearly
indicate inspection and verication
results.
Knowledge of required materials
and the ability to identify
materials.
Knowledge of non-conforming
materials.
Knowledge of inspection
documentation.
Knowledge of inspection and
verication procedures.
Identies the problem, extracts
information, uses logic to draw
conclusions and examines
information for relevance and
accuracy.
Records information accurately,
completes forms and writes simple
documents.
Recognizes accuracy of
information, interprets information
and prepares basic summaries.
Selects appropriate categories for
information, interprets information
and applies processes to new
information.
A1.
Inspect and
test materials
relative to
quality
specications
A2.
Report
material quality
deviations
A3.
Accept and
release
materials
that meet
specication
PERFORMANCE INDICATORS
How do we know when the
task is performed well?
TECHNICAL KNOWLEDGE
Skills, abilities, tools
EMPLOYABILITY SKILLS
SCANS skills and
foundational abilities
CONCENTRATION: INSPECTION/QUALITY ASSURANCE
KEY ACTIVITY
Quality deviations are reported to
the correct parties in a timely
fashion.
Quality deviations are described
accurately.
Quality deviations are reported in
prescribed format.
Knowledge of quality deviations.
Knowledge of reporting procedures.
Presents basic ideas and
information, explains concepts and
actively participates in discussion.
Understands the system
organization and follows
procedures.
Records information accurately,
completes forms and writes simple
documents.
Follows procedures and pays
attention to details, works with
minimal supervision and
demonstrates initiative.
Release procedure is implemented
according to agency or company
procedures.
Materials are properly identied
and labeled.
All approvals are obtained before
release of materials.
Release approvals are properly
documented.
Materials not ready for release are
properly stored or redirected for
other use.
Knowledge of agency or company
procedures regarding release or
acceptance of materials.
Knowledge of material
identication.
Knowledge of material labeling
procedure.
Knowledge of approval procedure.
Knowledge of documentation.
Knowledge of materials not ready
for release.
Knowledge of storage and
redirection procedure.
Follows procedures and pays
attention to details, works with
minimal supervision and
demonstrates initiative.
Acquires supplies and equipment,
uses materials in a safe and
efcient manner and orders and
maintains inventory
Understands the system
organization and follows
procedures.
Records information accurately,
completes forms and writes simple
documents.
Adheres to standards,
demonstrates commitment to
excellence and leads by example.
Critical Work Function A. Ensure Materials Meet Quality Specications
Inspection/Quality Assurance 75
A4.
Maintain
supplier
relationships to
ensure quality
of materials
Calibration is properly
documented.
Preventative maintenance is done
in a timely manner.
Defective equipment is replaced or
repaired.
Proper tools are used to maintain
and calibrate equipment.
Knowledge of proper calibration
procedures.
Knowledge of proper maintenance
procedures.
Proper tools to calibrate and
maintain equipment are available.
Equipment is veriable as meeting
specications.
Adequate supply of replacement
equipment is available in a timely
manner.
Understands technology
applications, manipulates
technology for desired results and
analyzes technology output.
Follows specied maintenance,
identies and corrects
malfunctions, troubleshoots
failures, evaluates performance of
technology.
Demonstrates trustworthiness, and
recommends ethical course of
action.
Starts on time, efciently manages
time, prioritizes daily tasks, and
monitors and adjusts task
sequence.
Summarizes and translates
mathematical data.
A5.
Use and
maintain
testing
equipment
PERFORMANCE INDICATORS
How do we know when the
task is performed well?
TECHNICAL KNOWLEDGE
Skills, abilities, tools
EMPLOYABILITY SKILLS
SCANS skills and
foundational abilities
CONCENTRATION: INSPECTION/QUALITY ASSURANCE
KEY ACTIVITY
Positive business relationships are
maintained with suppliers.
Proper level of security and
condentiality is maintained in
relationships with suppliers.
Delivery of materials is made just
in time to meet project process
needs.
Information regarding cost and
price is reported to relevant
parties.
Requirements are clearly
communicated to vendors.
Ability to maintain positive
business relationships.
Knowledge of suppliers.
Knowledge of security procedures
and supplier condentiality needs.
Knowledge of process timeline and
requirements.
Knowledge of cost and price
reporting procedure.
Knowledge of procedure for
communicating with vendors.
Takes active interest in and willingly
helps others, modies behavior to
environment and shows empathy
for others.
Demonstrates trustworthiness, and
recommends ethical course of
action.
Monitors system performance,
troubleshoots failure and analyzes
system operation.
Presents basic ideas and
information, explains concepts and
actively participates in discussion.
Recognizes differences,
understands the legal aspects of
discrimination and respects the
rights of others.
Critical Work Function B. Monitor Operations for Product and Process Quality
76 Inspection/Quality Assurance
Detailed quality instructions are
prepared for each operation.
Accurate information about
material quality results is recorded
at each operation.
Quality information is
communicated to all appropriate
parties.
Accurate records of material
movement necessary to ensure
quality and traceability are
maintained.
Field operation procedures are
followed and testing checklists are
properly used.
Knowledge of operation.
Knowledge of material quality.
Ability to prepare quality
instructions. Knowledge of material
quality.
Ability to implement procedures to
ensure traceability.
Knowledge of recording procedure.
Field operation procedures and
testing check lists are available.
Knowledge of communication
channels and procedures.
Records information accurately,
completes forms and writes simple
documents.
Presents basic ideas and
information, explains concepts and
actively participates in discussion.
Selects data relevant to the task,
predicts outcomes and analyzes
data.
Monitors system performance,
troubleshoots failure and analyzes
system operation.
Follows procedures and pays
attention to details, works with
minimal supervision and
demonstrates initiative.
B1.
Track materials
for quality
throughout
project
PERFORMANCE INDICATORS
How do we know when the
task is performed well?
TECHNICAL KNOWLEDGE
Skills, abilities, tools
EMPLOYABILITY SKILLS
SCANS skills and
foundational abilities
CONCENTRATION: INSPECTION/QUALITY ASSURANCE
KEY ACTIVITY
Sample results are accurately
monitored to ensure they comply
with specications.
Samples that do not conform to
specications are reported
promptly.
Records are kept of quality results
as required by procedures or work
instructions.
Samples that do not conform to
standards are clearly labeled and
documented.
Samples that have been checked
are indicated at each stage.
Knowledge of product sampling
procedures and specications.
Ability to identify non-conformance
to specication.
Knowledge of recording, labeling
and reporting procedures.
Identies the problem, extracts
information, uses logic to draw
conclusions and examines
information for relevance and
accuracy.
Identies the problem, analyzes
possible causes, generates and
evaluates solutions and devises
and implements plan of action.
Understands decision making
process, analyzes situation or
information and considers risks
and implications.
Demonstrates trustworthiness, and
recommends ethical course of
action.
Responds assertively, defends own
viewpoints, accepts constructive
criticism and responsibility for own
behavior and understand own
impact on others.
B2.
Check product
sample for
quality at each
stage of the
process
Critical Work Function B. Monitor Operations for Product and Process Quality
Inspection/Quality Assurance 77
Accurate records of inspections
and tests are kept.
Approval and rejection results are
communicated on a timely basis to
appropriate parties.
All end-product specications have
been followed.
Product audits are performed
according to dened plan.
Follow-up data is reviewed to
ensure the customer is satised
with nished product.
Final documentation is obtained
from all departments to effectively
check end-product against
specications.
Production is stopped pending
correction of non-conforming
products or procedures when
appropriate.
Knowledge of inspection, testing,
and recording procedures.
Knowledge of end-product
specications.
Knowledge of product auditing
procedures and plans.
Knowledge of customer
requirements and end-product
specications.
Knowledge of documentation
procedures.
Ability to exercise authority to stop
production pending correction of
non-conforming products or
procedures.
Presents basic ideas and
information, explains concepts and
actively participates in discussion.
Responds assertively, defends own
viewpoints, accepts constructive
criticism and responsibility for own
behavior, and understands own
impact on others.
Follows procedures and pays
attention to details, works with
minimal supervision and
demonstrates initiative.
Demonstrates trustworthiness, and
recommends ethical course of
action.
Analyzes customer needs and
demonstrates commitment to
customer.
Adheres to standards,
demonstrates commitment to
excellence and leads by example.
B3.
Check that nal
product meets
quality
specications
PERFORMANCE INDICATORS
How do we know when the
task is performed well?
TECHNICAL KNOWLEDGE
Skills, abilities, tools
EMPLOYABILITY SKILLS
SCANS skills and
foundational abilities
CONCENTRATION: INSPECTION/QUALITY ASSURANCE
KEY ACTIVITY
Proper records are correctly lled
out for each stage of the process.
Approval and rejections are in
place as required on appropriate
documentation.
Quality data meets specication.
Final quality results are
communicated to appropriate
parties.
Documentation is clear and
complete.
Knowledge of process stages.
Knowledge of proper recording and
documentation procedures.
Knowledge of data specications.
Records information accurately,
completes forms and writes simple
documents.
Presents basic ideas and
information, explains concepts and
actively participates in discussion.
Responds to verbal and nonverbal
communication and conrms
information.
Recognizes differences,
understands the legal aspects of
discrimination and respects the
rights of others.
B4.
Document
quality results
at each stage
of the process
Critical Work Function C. Make Corrections to Meet Quality Standards
78 Inspection/Quality Assurance
Quality problems are reviewed with
operations.
Quality problems are
communicated promptly to
appropriate parties.
Quality problems are documented
according to established
processes.
Defect patterns are reported to
appropriate parties.
Quality problems are reported
promptly.
Ability to identify quality problems.
Knowledge of operations.
Knowledge of documentation and
reporting procedures.
Ability to identify defect patterns.
Knowledge of communication
channels and procedures.
Presents basic ideas and
information, explains concepts and
actively participates in discussion.
Responds assertively, defends own
viewpoints, accepts constructive
criticism and responsibility for own
behavior, and understands own
impact on others.
Identies the problem, analyzes
possible causes, generates and
evaluates solutions and devises
and implements plan of action.
Recognizes patterns and
demonstrates creative thinking
process while problem solving.
Starts on time, efciently manages
time, prioritizes daily tasks, and
monitors or adjusts task sequence.
Applies self management skills.
C1.
Communicate
quality
problems
PERFORMANCE INDICATORS
How do we know when the
task is performed well?
TECHNICAL KNOWLEDGE
Skills, abilities, tools
EMPLOYABILITY SKILLS
SCANS skills and
foundational abilities
CONCENTRATION: INSPECTION/QUALITY ASSURANCE
KEY ACTIVITY
C2.
Suggest or
perform correc-
tive actions to
correct quality
problems
Minor quality issues or adjust-
ments are made immediately.
Quality issues and adjustments
and decisions regarding
substandard products are
documented properly for future
retrieval.
Recommendations for action are
clear, concise, and supported by
data.
Recommendations are made to the
appropriate parties in a timely way.
Follow-up activities indicate that
corrective action was taken.
End-product quality is documented
following corrective action.
Quality procedures regarding sub-
standard products are executed
promptly within the dened quality
systems.
Sub-standard product is
appropriately processed.
Documentation required for
customers is distributed to
appropriate parties.
Knowledge of quality issues and
adjustment procedures.
Knowledge of documentation
procedures.
Ability to collect and analyze
quality data and draw conclusions
to make recommendations to
correct quality problems.
Knowledge of recommendation
procedures.
Knowledge of end product quality
specications.
Ability to identify sub-standard
products.
Knowledge of quality procedures
and systems.
Knowledge of sub-standard
product processing procedures.
Knowledge of document
distribution procedures.
Follows specied maintenance,
identies and corrects
malfunctions, troubleshoots
failures, and evaluates
performance of technology.
Suggests system modications and
improvements and determines
system components to be
improved.
Identies the problem, analyzes
possible causes or reasons,
generates and evaluates solutions
and devises and implements plan
of action.
Identies the problem, extracts
information, uses logic to draw
conclusions and examines
information for relevance and
accuracy.
Understands decision making
process, analyzes situation or
information and considers risks
and implications.
Demonstrates trustworthiness, and
recommends ethical course of
action.
Recognizes accuracy of
information, interprets information
and prepares basic summaries.
Critical Work Function C. Make Corrections to Meet Quality Standards
Inspection/Quality Assurance 79
Records on quality process are
maintained to appropriate
standards.
Outcomes of quality processes are
charted according to appropriate
methods and standards.
Data on quality process
performance is accurate.
Quality process performance data
is analyzed to identify trends.
Quality process performance data
is reported to appropriate parties
in a timely manner.
Knowledge of record maintenance
procedures and standards.
Knowledge of quality process
charting methods and standards.
Knowledge of quality process
performance data.
Knowledge of reporting procedures.
Knowledge of statistical analysis.
Records information accurately,
completes forms and writes simple
documents.
Selects data relevant to the task,
predicts outcomes and analyzes
data.
Recognizes accuracy of
information, interprets information
and prepares basic summaries.
Summarizes and translates
mathematical data.
Performs basic computations and
measurements, performs
measurements and predicts
arithmetic results.
C3.
Record process
outcomes and
trends
Performance and training issues
related to quality are identied in
a timely manner.
Corrective action is taken for
quality issues impacting the health
or safety of workers.
Material Safety Data Sheets
(MSDS) are used as appropriate.
Knowledge of performance and
training issues related to quality.
Knowledge of health and safety
procedures.
Knowledge of corrective action
procedures.
Ability to access Material Safety
Data Sheets (MSDS).
Models proper performance and
attitudes, conducts task-specic
training and coaches others to
apply related concepts.
Assists and encourages team
members, actively participates,
works to improve team skills and
demonstrates commitment.
Adheres to standards,
demonstrates commitment to
excellence and leads by example.
Responds assertively, defends own
viewpoints, accepts constructive
criticism and responsibility for own
behavior, and understands own
impact on others.
C4.
Identify
and report
performance or
training issues
affecting
quality
CONCENTRATION: INSPECTION/QUALITY ASSURANCE
KEY ACTIVITY
Evidence of corrected action is
documented in a timely manner.
Change resulting from the
corrective action is communicated
to appropriate parties in the
correct format.
Implementation of the corrective
action is veried through spot
checks.
Reports are stored properly for the
specied timeframes.
Ongoing audits are performed to
optimize the outcomes of the
corrective steps.
Previous documentation on similar
process issues is examined to
identify possible solutions.
Knowledge of documentation
procedures.
Ability to conduct spot-checks.
Knowledge of communication and
formatting procedures.
Knowledge of report storage
procedures and timeframes.
Knowledge of auditing procedures.
Ability to identify solutions to
quality issues.
Records information accurately,
completes forms and writes simple
documents.
Presents basic ideas and
information, explains concepts and
actively participates in discussion.
Demonstrates trustworthiness, and
recommends ethical course of
action.
Follows procedures and pays
attention to details, works with
minimal supervision and
demonstrates initiative.
Selects appropriate categories for
information, interprets information
and applies processes to new
information.
Suggests system modications and
improvements and determines
system components to be
improved.
Recognizes accuracy of
information, interprets information
and prepares basic summaries.
C5.
Implement
closed-loop
corrective
action
PERFORMANCE INDICATORS
How do we know when the
task is performed well?
TECHNICAL KNOWLEDGE
Skills, abilities, tools
EMPLOYABILITY SKILLS
SCANS skills and
foundational abilities
Critical Work Function D. Suggest and/or Implement Continuous Improvement Actions
80 Inspection/Quality Assurance
Quality tools and techniques are
properly applied to determine the
source of potential quality
problems.
Process capability is continuously
reassessed.
Process and product measurement
systems are validated.
Process and product measurement
systems are adjusted as required.
Quality data is reported to
appropriate parties in a timely
manner.
Knowledge of quality tools and
techniques.
Ability to determine the source of
potential quality problems.
Knowledge of process capability
assessment.
Knowledge of product
measurement systems and the
ability to adjust them.
Knowledge of reporting procedures.
Knowledge of statistical analysis.
Utilizes integrated/multiple
software, locates and retrieves
stored information, manipulates
information, utilizes networks and
modies information.
Identies the problem, analyzes
possible causes or reasons,
generates and evaluates solutions
and devises and implements plan
of action.
Identies the problem, extracts
information, uses logic to draw
conclusions and examines
information for relevance and
accuracy.
Monitors system performance,
troubleshoots failure and analyzes
system operation.
Suggests system modications and
improvements and determines
system components to be
improved.
D1.
Analyze data
to identify
potential
problems
PERFORMANCE INDICATORS
How do we know when the
task is performed well?
TECHNICAL KNOWLEDGE
Skills, abilities, tools
EMPLOYABILITY SKILLS
SCANS skills and
foundational abilities
CONCENTRATION: INSPECTION/QUALITY ASSURANCE
KEY ACTIVITY
D2.
Monitor process
capability
Process meets manufacturer and
other quality specications.
Process meets company or
customer capability requirements.
Process meets on-time delivery
needs of the customer.
Analyzed process capability data is
reported according to procedures.
Results of capability studies are
used to adjust product or process.
Results of capability studies are
distributed to appropriate parties.
Knowledge of manufacturer and
quality specications.
Knowledge of operations and
processes.
Knowledge of company and
customer capability requirements.
Knowledge of customer delivery
timeline.
Ability to collect and analyze
process capability data.
Knowledge of reporting procedures.
Knowledge of operations or
process adjustment procedures.
Knowledge of distribution
procedures.
Monitors system performance,
troubleshoots failure and analyzes
system operation.
Analyzes customer needs and
demonstrates commitment to
customer.
Starts on time, efciently manages
time, prioritizes daily tasks, and
monitors and adjusts task
sequence.
Recognizes accuracy of
information, interprets information
and prepares basic summaries.
Identies the problem, extracts
information, uses logic to draw
conclusions and examines
information for relevance and
accuracy.
Suggests system modications and
improvements and determines
system components to be
improved.
Critical Work Function D. Suggest and/or Implement Continuous Improvement Actions
Inspection/Quality Assurance 81
Appropriate data is used to
measure customer satisfaction.
Surveys and other customer data
techniques are implemented in
timely manner.
Returned goods are reported to
appropriate parties for review.
Customer documentation includes
appropriate vendor certications.
On-time delivery data is
appropriately documented.
Field failures and product life data
are reviewed in a timely manner.
Knowledge of customer satisfaction
measurement and criteria.
Knowledge of survey and customer
satisfaction data collection
techniques.
Knowledge of vendor certications.
Knowledge of documentation
procedures.
Knowledge of on-time delivery
data.
Knowledge of eld failures and
product life data.
Analyzes customer needs and
demonstrates commitment to
customer.
Selects data relevant to the task,
predicts outcomes and analyzes
data.
Summarizes and translates
mathematical data.
Performs basic computations and
measurements, performs
measurements and predicts
arithmetic results.
D3.
Monitor
customer
satisfaction
PERFORMANCE INDICATORS
How do we know when the
task is performed well?
TECHNICAL KNOWLEDGE
Skills, abilities, tools
EMPLOYABILITY SKILLS
SCANS skills and
foundational abilities
CONCENTRATION: INSPECTION/QUALITY ASSURANCE
KEY ACTIVITY
D4.
Measure and
record product
and process
outcomes
Product and process outcomes are
recorded in proper format and
timeframe.
Appropriate quality analysis and
statistical techniques are used to
analyze performance.
Outcomes are reported to all
appropriate parties.
Knowledge of formats and
timeframes for product and
process outcomes.
Knowledge of quality and
performance analysis procedures
and statistical techniques.
Knowledge of reporting procedures.
Summarizes and translates
mathematical data.
Performs basic computations and
measurements, performs
measurements and predicts
arithmetic results.
Understands the system
organization and follows
procedures.
Presents basic ideas and
information, explains concepts and
actively participates in discussion.
D5.
Participate in
developing
new work
procedures
Recommendations for continuous
improvement are translated into
new work instructions.
Work instructions are published in
appropriate format.
Work instructions are distributed
according to standard procedures.
New work procedures or
instructions are discussed with all
stakeholders to ensure support for
improvements.
Technical support department is
contacted for assistance as
appropriate.
Knowledge of recommendations for
continuous improvement and the
ability to translate them into new
work instructions.
Knowledge of formats for work
instructions.
Knowledge of distribution
procedures.
Ability to access technical support
assistance to answer questions.
Suggests system modications and
improvements and determines
system components to be
improved.
Identies the problem, analyzes
possible causes or reasons,
generates and evaluates solutions
and devises and implements plan
of action.
Recognizes patterns and
demonstrates creative thinking
process while problem solving.
Recognizes accuracy of
information, interprets information
and prepares basic summaries.
Responds to verbal and nonverbal
communication and conrms
information.
Critical Work Function D. Suggest and/or Implement Continuous Improvement Actions
82 Inspection/Quality Assurance
Recommendations for continuous
improvement are clear, concise
and based on data trends and
patterns.
Recommendations are made in a
way that draws support for process
improvement.
All stakeholders understand their
role in process improvement
changes.
Accepted process improvements
are documented to translate into
revised work processes and
procedures.
Knowledge of data trends and
patterns.
Knowledge of recommendation
procedures.
Ability to implement process
improvement.
Knowledge of documentation
procedures.
Suggests system modications and
improvements and determines
system components to be
improved.
Analyzes customer needs and
demonstrates commitment to
customer.
Presents basic ideas and
information, explains concepts and
actively participates in discussion.
Recognizes patterns and
demonstrates creative thinking
process while problem solving.
Identies the problem, extracts
information, uses logic to draw
conclusions and examines
information for relevance and
accuracy.
Starts on time, efciently manages
time, prioritizes daily tasks, and
monitors and adjusts task
sequence.
D6.
Implement
approved
recommenda-
tions
D7.
Check that nal
product meets
customer and
business or
agency needs
Final test results meet customer
requirements.
Product is produced within
company time and cost
parameters.
Negative customer feedback on
quality issues is minimized.
Knowledge of customer
requirements.
Knowledge of company time and
cost parameters.
Knowledge of quality issues.
Knowledge of how the product is
ultimately used.
Analyzes customer needs and
demonstrates commitment to
customer.
Starts on time, efciently manages
time, prioritizes daily tasks, and
monitors and adjusts task
sequence.
Takes active interest in and
willingly helps others, modies
behavior to environment and
shows empathy for others.
Follows procedures and pays
attention to details, works with
minimal supervision and
demonstrates initiative.
Identies the problem, analyzes
possible causes or reasons,
generates and evaluates solutions
and devises and implements plan
of action.
PERFORMANCE INDICATORS
How do we know when the
task is performed well?
TECHNICAL KNOWLEDGE
Skills, abilities, tools
EMPLOYABILITY SKILLS
SCANS skills and
foundational abilities
CONCENTRATION: INSPECTION/QUALITY ASSURANCE
KEY ACTIVITY
Critical Work Function E. Coordinate Work Team to Facilitate Quality
Inspection/Quality Assurance 83
Cross-training is provided as
appropriate.
Employees in need of training are
correctly identied.
Training needs are assessed
regularly.
New training requirements are
anticipated.
Training approaches effectively
achieve training goals.
Training outcomes are
documented.
Knowledge of training and cross-
training procedures.
Knowledge of employee training
needs.
Knowledge of training needs
assessment procedures.
Knowledge of training goals and
documentation.
Models proper performance and
attitudes, conducts task-specic
training and coaches others to
apply related concepts.
Records information accurately,
completes forms and writes simple
documents.
Presents basic ideas and
information, explains concepts and
actively participates in discussion.
Recognizes patterns and
demonstrates creative thinking
process while problem solving.
E1.
Provide training
to other
employees
E2.
Participate in
meetings and
problem solving
groups
Meeting notes including decisions
made are documented
appropriately.
Meeting notes are distributed to
relevant parties.
Proper problem-solving processes
are used during meetings and
other group activities.
Knowledge of documentation
procedures.
Knowledge of meeting note
distribution procedures.
Presents basic ideas and
information, explains concepts and
actively participates in discussion.
Selects appropriate categories for
information, interprets information
and applies processes to new
information.
Adheres to standards,
demonstrates commitment to
excellence and leads by example.
Responds to verbal and nonverbal
communication and conrms
information.
Identies the problem, analyzes
possible causes or reasons,
generates and evaluates solutions
and devises and implements plan
of action.
PERFORMANCE INDICATORS
How do we know when the
task is performed well?
TECHNICAL KNOWLEDGE
Skills, abilities, tools
EMPLOYABILITY SKILLS
SCANS skills and
foundational abilities
CONCENTRATION: INSPECTION/QUALITY ASSURANCE
KEY ACTIVITY
E3.
Coordinate
work ow with
team members
and other work
groups
Project schedules are effectively
met.
Team members are notied of
schedule requirements in an
appropriate timeframe.
Project workow runs efciently
and smoothly.
Downtime is minimized.
Positive relationships are
maintained with others to facilitate
effective workow.
Knowledge of operations and
project schedules.
Knowledge of team member
notication procedures.
Knowledge of schedule
requirements.
Knowledge of project workow
needs.
Knowledge of project funding
needs.
Starts on time, efciently manages
time, prioritizes daily tasks, and
monitors and adjusts task
sequence.
Distributes work assignments and
matches talent to positions.
Adheres to standards,
demonstrates commitment to
excellence and leads by example.
Responds assertively, defends own
viewpoints, accepts constructive
criticism and responsibility for own
behavior and understand own
impact on others.
Takes active interest in and
willingly helps others, modies
behavior to environment and
shows empathy for others.
Assists and encourages team
members, actively participates,
works to improve team skills and
demonstrates commitment.
Critical Work Function E. Coordinate Work Team to Facilitate Quality
84 Inspection/Quality Assurance
Appropriate techniques are used to
solicit input.
Learning opportunities are selected
to address the individual needs of
team members.
Team interactions positively reect
individual and team learning.
All team issues are dealt with
using appropriate condentiality
and exibility.
Knowledge of individual team
member needs.
Knowledge of learning
opportunities.
Knowledge of individual team
members areas of expertise.
Takes active interest in and willingly
helps others, modies behavior to
environment and shows empathy
for others.
Draws upon experiences and prior
knowledge, interprets and applies
new knowledge and experience.
Models proper performance and
attitudes, conducts task specic
training and coaches others to
apply related concepts.
Assists and encourages team
members, actively participates,
works to improve team skills and
demonstrates commitment.
Demonstrates trustworthiness, and
recommends ethical course of
action.
E4.
Promote career
development
PERFORMANCE INDICATORS
How do we know when the
task is performed well?
TECHNICAL KNOWLEDGE
Skills, abilities, tools
EMPLOYABILITY SKILLS
SCANS skills and
foundational abilities
CONCENTRATION: INSPECTION/QUALITY ASSURANCE
KEY ACTIVITY
E5.
Maintain
personal
certication
and licensure
Certications are performed by the
appropriate parties.
Certications are updated as
appropriate.
New requirements are
communicated appropriately.
Documentation is available to
appropriate personnel.
All necessary training is obtained
to meet requirements.
Knowledge of certication
procedures.
Knowledge of certicate updates
procedures.
Knowledge of document
distribution procedures.
Knowledge of certication and
training requirements.
Follows procedures and pays
attention to details, works with
minimal supervision and
demonstrates initiative.
Demonstrates trustworthiness, and
recommends ethical course of
action.
Records information accurately,
completes forms and writes simple
documents.
Draws upon experiences and prior
knowledge, interprets and applies
new knowledge and experience.