The provision of high quality products and services is FSL's first objective. This is considered so important to our business, that an entire department (Quality Management) is charged with the responsibility of ensuring that this objective is met - constantly. The Quality Management Department comprises of four units:
Quality
Assurance (QA)
The objectives of the Quality Assurance (QA) unit are to:
- Assist management and user in avoiding major setbacks prior to implementation.
- Avoid business disruption due to attempts at implementing systems that do not satisfy user needs.
- Save money and reduce risks by ensuring that controls are implemented in systems that are being built instead of retrofitting these improvements at a later date.
- Safeguard information i.e. ensures confidentiality and security of information.
- Provide assurance that systems comply with the policies, standards and procedures prescribed by management and users.
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The objectives of the Implementation Facilitation Unit are to:
- Assist users in defining the Requirements.
- Assist with the preparation of the User's Procedures Manual.
- Prepare User Manual.
- Prepare Training Manual.
- Conduct training for clients in preparation for UAT and training of other users.
- Conduct site visits with Technical Support and Network & Facilities to ascertain client site readiness for implementation of system.
- Spearhead the installation of applications into production along with Technical Support and Network & Facilities according to installation guide.
- Perform cleanup exercise in production / test environment at client site prior to implementation as per documented procedures provided by developers.
- Provide implementation support on-site for approximately two weeks or as needed.
- Conduct Post Implementation Audit/Support Review periodically e.g. 1 month, 3 months, and 6 months and submit a detailed report of these Audits.
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The objective of FSL's Customer Service unit is to provide ongoing end user support for implemented systems by solving issues
to
the client's satisfaction. We aim to achieve this by;
- Responding in a timely manner to users issues
- Monitoring user issues that have been escalated
- Verifying with users that the problems have been resolved
- Providing management reports on the status of user issues
- Provide statistics to assist in focusing future strategic directions for the Operations Department e.g. suggestions re training, preventative maintenance
Data Conversion (DC)
The objective if the Data Conversion unit is to provide a fast and efficient means of inputting data for FSL clients as required. FSL has assisted the Customs Department with this activity on an on going basis.
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