1.1.

Approach to Recruiting, Hiring, Training, and Retaining Qualified and Cleared

Employees

All members of Team ROP are companies that provide expert IT professional services to their
clients. As a result, our highly qualified, experienced and skilled personnel are our greatest
resources. Team ROP has developed the demonstrated ability to respond to the addition of new
clients/projects, changes to support requirements of existing clients/project requirements, and
personnel changes by utilizing our approach to personnel management described in this section.
Our ability to provide the right personnel for our various client engagements start with our wellstructured recruiting and hiring process, and is then sustained by our approach to staff retention.
Our staffing approach is governed by the Service Performance Management component of our
ITIL based methodology, our PMI based Project Management Plan that defines our framework
for project management, and our ISO 9001 based Quality Management System. These
methodologies together help ensure that our on-going projects are performing well, which
appropriate staffing to satisfy the project needs, and are supplemented by continuous surveillance
and assessment of our personnel resources.
We also perform gated reviews for all new project opportunities. As we qualify new
opportunities to determine whether we will be successful in winning the award for those projects,
they are subjected to a review process that determines their staffing needs. This ensures that we
prioritize staffing needs and eliminates contention for resources between projects.
The first component of our personnel management process is our recruiting and hiring
component, which is augmented by our retention practices to ensure a low staff attrition rate.
1.1.1.1 Approach to Recruiting and Hiring
Team ROP utilizes a dual-pronged approach to recruiting and hiring that has helped us respond
to client needs quickly. This also ensures that the personnel needs of new projects and/or new
clients dont negatively impact the needs of our existing projects/clients. Our recruiting and
hiring consists of the following:

Business Development (BD) recruiting and hiring As we start identifying new

opportunities, our Technical Architects and Solution Architects who are developing the
solutions for our clients needs determine the skills and experience requirements to
provide the required services or products. We then review our existing staff to determine
their availability to support these requirements, our new hire requirements.
Operational recruiting and hiring Our on-going reviews, changes in client or project
requirements, or changes in project staffing levels create staffing needs on existing
projects. Our operational recruiters then immediately work on identifying the best
candidates that they have in their pipeline for these vacancies.
Our multi-phase recruiting and hiring process detailed in Exhibit 1 describes the process
we follow for both BD and operational staffing needs.
All projects start in our BD recruiting and hiring process, and are transitioned to our Operational
recruiting process once we win the work. By starting our recruiting and hiring process during

the business development process, before we have won the work, we ensure that we hire the best
possible match for each staffing requirement. Our dual-pronged recruiting and hiring process
ensures that all our projects have the required skill sets without an exception.
Incumbent personnel capture: Incumbent personnel capture is a key component of BD
recruiting. Our recruiter work with our Technical Architects and Business Development staff on
identifying the incumbent personnel that are best suited for the proposed jobs, and are a good fit
with our corporate culture and values.
Exhibit 1: Team ROP Recruiting Process Overview

Team ROP uses dedicated on-site professional recruiters to support ongoing staffing
requirements. Our recruiters are able to identify the right candidates through candidate databases
such as Monster and Dice, both internal and external to the company, professional associations,
job fairs, and in some cases with recruiting/search firms or consultants. Our recruiters also use
LinkedIn and other social media channels to develop and maintain relationships with qualified
candidates on an on-going basis. This helps them identify the appropriate candidates quickly
when the need arises.
After potential candidates are identified we perform resume reviews and phone interviews. The
third and fourth phases consist of personal interviews, reference checks and any background
checks. We also maintain a pipeline of qualified candidates based on the type of work being
performed on the various projects, and in general, the type of work being performed by the

company. This helps us respond quickly to any new staffing requirements or back-fill any
positions that open.
1.1.1.2 Approach to Staff Retention
Team ROPs approach to staff retention comprises of multiple components as described below.
Our retention practices comprise a systematic effort to create and foster an environment that
encourages our employees to remain with us. On average the companies in Team ROP have
maintained a retention rate of over 85% over the past 5 years. The components of retention
strategy are as follows:
1. Competitive salaries: This is the component that is most important to nearly all
employees. We offer competitive salaries that are reviewed annually through our salary
review administration process.
2. Better than industry standard benefits: We offer a comprehensive benefits package
that includes a 401(k) retirement plan, Flexible Savings Account, reimbursement for gym
expenses, relocation expenses, and employee referral and business lead bonus plans.
3. Professional growth and development: This helps with both employee morale as well
as providing the company with the ability to provide a variety of skills and solutions
capabilities to our clients. We make a concerted effort to provide our employees the
ability to work on projects that will help them advance their professional development
and careers. When feasible we promote from within the company and provide existing
employees opportunities to grow into leadership roles as they become available. We have
encouraged our employees to seek professional certifications such as PMP, ITIL,
Microsoft and Oracle certifications to name a few. We also provide them with technical
training and tuition assistance on a case by case basis.
4. Promote a sense of belonging and consistent communications: We ensure that we
provide clear and consistent communications on all facets of the company, to promote a
sense of belonging with the company. These communications are both formal and
informal. Our corporate and project level management maintain a close relationship with
our employees, and address problems quickly in a manner that is fair to all parties
involved.
5. Work-life balance: Finding a suitable balance between work and daily living is a
challenge that all workers face. Team ROP proactively addresses the work-life balance of
our employees from monitoring vacations and reminding workers who havent used their
time though training to help our people be as efficient as possible in the normal work day.
Our employees are our most trusted assets and our work-life balance program is one of
the tools we use to build worker happiness and maintain our high retention rate.
1.1.1.3 Approach to Training
Team ROP employees are eligible for training in new technical skills and behavioral
development. As new skills are learned and proficiency is documented, employees are provided
access to projects that will utilize these new skills, thereby providing them with additional
experience with the new skills. The process of providing training to Team ROP employees is one
that is controlled through our ISO 9001:2008 QMS. This includes a Competency Evaluation that
is performed at the time of hire and on a periodic basis, which compares the required skills to
perform the job with the skills of the employee. Customer needs and support requirements are

taken into consideration when developing training plans. Based on the skills evaluation and/or
customer needs and support requirements, the employee is enrolled for training that is tracked in
the Training Calendar. The attendance of the employee for the scheduled training is tracked, and
a post training evaluation is performed to assess the effectiveness of the training. Training is
made available in various formats that include traditional in-classroom, instructor led training,
and self service eLearning platforms such as SkillSoft.
1.1.1.4 Approach to Rapidly Replacing Qualified and Cleared Employees
We have several approaches to filling vacancies, including promoting or reassigning an existing
employee to this project, or hiring a new employee. Additionally, we will determine how long to
advertise a position, what recruitment sources and methods to use, and what monetary and nonmonetary incentives to use, if any, to attract candidates. Typically, because our recruitment
efforts remain continuous in order to meet current and anticipated contractual requirements, we
retain a database of candidates (and their resumes) that have undergone a preliminary screening
of their qualifications, as well as telephone interviews with a qualified recruiter or HR
representative. Team ROPs database is searchable by skills, education, experience, clearance
and location. Consequently we are able to fill most staffing requirements within 2 weeks of
being opened. As a trusted partner to the SBA OCIO, we will coordinate closely with the SBA to
anticipate and meet staffing needs, enabling a rapid response to any surge requirements. Our
Project Manager will be responsible and accountable for filling vacancies.
Team ROP uses several other tools and methodologies to assist in filling short notice resource
requirements. First, we anticipate future tasking and personnel requirements, and utilize
continuous recruiting efforts to plan ahead. Pre-screened candidates remain in our database, as
shown in Exhibit 1. We also have the proven capability to surge our support through expansion
of our personnel base of part time and full time staff. Use of part time personnel for temporary
surges or vacancies provides not only a substantial cost saving alternative, but also widens the
limited field of fully-qualified personnel. Additionally these part-time personnel become viable
candidates for future full time staffing requirements as well.
1.2
1.2.1

Quality Control Plan and Draft Quality Assurance Surveillance Plan (QASP)
Quality Control Plan

Team ROPs Draft Quality Control Plan will be provided to the Government within 5 business
days after contract award and revised in accordance with the Governments comments. Within 3
business days after receipt of comments, the Teams Final Quality Control Plan will be delivered.
Team ROPs Quality Control Plan utilized industry standards and past project experience in
order to ensure the acceptance of each deliverable, on schedule and on cost. It allows for
improvements made due to feedback from the SBA COTR and other technical staff representing
the SBA. The QCP explains how Team ROP plans to maintain consistent and acceptable
performance quality, while documenting our processes. Our QASP explains the metrics that
we will be using in order The Project Manager will meet regularly with the SBA COTR to give
progress updates as well as collect feedback. In these meetings, the COTR is expected to relate
any and all feedback given from other SBA designated managers, technical representatives,
and other project staff which will allow the PM to incorporate continuous improvement

into the tasks. our tasks and shows the frequency that services and performance will be
validated by Team ROPs Project Manager, working in conjunction with the SBA COTR in
order to confirm acceptance of progress. The QCP provides background information on how
our Team currently utilizes a QMS to ensure QA and how periodic audits of the system will
be incorporated in order to make sure that the most relevant practices and processes to this
specific contract are being carried out. The QASP also describes our incentives and
disincentives, while our QCP explains the training that our staff will undergo in order to
ensure acceptable performance levels and measurements.
Quality Control Leadership and Responsibility
Our Project Manager has overall responsibility of the SBA program, representing Team ROP in
all matters related to contract performance and maintaining communications with the
Contracting Officer and Contracting Officers Technical Representative (COTR). Our Project
Manager will be responsible for the day-to-day execution of PWS work. The Project Manager is
a key member of the program organization and will personally validate and approve all
deliverables. The Project Manager will interface daily with the Team and Government
Technical Managers in verifying work requirements and technical report data, and assessing
progress on the quality of the work effort. The Project Manager will meet regularly with the
SBA COTR to give progress updates as well as collect feedback. In these meetings, the COTR is
expected to relate any and all feedback given from other SBA designated managers,
technical representatives, and other project staff which will allow the PM to incorporate
continuous improvement into the tasks. The Project Manager ensures that ongoing task efforts
meet work requirements, and resolves problems and resource conflicts. The Project Manager
will play an essential role in controlling subcontractor performance and ensuring subcontractors
adhere to all ISO 9001:2008 processes.
Employee Training Methodology
All staff supporting this contract will receive training on conformance with quality standards, as
identified in our QMS. This will include training on the performance metrics that will be
applicable to their specific task(s). Team ROP employs a Quality Assurance Manager (QAM)
who is responsible for QMS compliance the audits. Responsibility for developing documents and
training is vested in individual managers and staff, and overseen by the QAM. Nonconformance
is addressed by documenting the nonconformance, compiling a written summary of the causes
and consequences of the nonconformance, and agreeing on a plan to modify the work process
or training in order to avoid future nonconformance. It will be the responsibility of the PM to
ensure that the modified plan is executed.
Quality Assurance Methodology
Team ROP is committed to fulfilling SBAs goals and objectives with high-quality products and
services. We are well prepared to meet this challenge by using our ISO 9001:2008-certified
QMS. Our QMS mandates an organizational structure, operating procedures, and resources
needed for developing products and providing services that are of high and consistent quality.
The system ensures the use of best practices, is a foundation for improvement, and provides
objective evidence for determining and correcting non-conformances. Team ROPs QMS

requires that our products and services conform to specific requirements, and comply with our
established business practices and processes.
Team ROP will use our rigorous Quality Control Plan to plan, execute, and manage our work for
the SBA. We will use the following three essential tools and processes to manage the overall
contract and each individual task:

Project Management Plans We use MS SharePoint and Project most frequently to

build and manage PMPs. Using MS Project, we schedule and prioritize tasks, assign
resources, and organize related activities for efficiency. MS Project is flexible and easily
accommodates the constantly changing requirements of most complex tasks. We provide
MS Project-developed project management reports tailored to the customers
specifications.
Project Reviews The Project Manager and Task Leads will continually review task
results to ensure success. They will discuss the results to date and compile the results into
a report that addresses accomplishments, planning, costs, and schedule. They also will be
available upon request to update the Team ROP and SBA management about our
progress.
Screening of Deliverables The Project Manager will screen each deliverable for
quality. Each deliverable also will be screened by an independent, knowledgeable
reviewer to maintain QMS compliance.

For each project, we will implement the following 5-step quality process, as described below.
1. Task Initiation: Project Manager and the task team will develop a detailed PMP for client
review and approval. The PMP summarizes our technical approach, highlights known
uncertainties, describes major deliverables, and contains a schedule of milestones for the project
assigning staff to the project who have the right skills and experience to provide outstanding
products and services cost-effectively. The approved PMP will serve as the baseline plan for the
project. The Project Manager will update and maintain the PMP throughout the task.
2. Task Setup in the ISO 9001 Management System (IMS): The Project Manager will enter
the task in Team ROPs IMS, noting uncertainties and risks, and describing all project
deliverables, due dates for the draft and final versions, and peer reviewers. After this step is
complete, the IMS will automatically send email reminders to the appropriate task team members
and reviewers, well in advance of pending deliverable deadlines. In addition, it will serve as the
repository for all quality information related to the task. For example, the Project Manager and
other task team members will document any problems encountered and steps for resolution as
well as changes to deliverable due dates in the IMS.
3. Technical Quality Reviews: When a team member completes a draft deliverable, it will be
professionally edited by an in-house editor, at no cost to the SBA, to ensure it is well-written and
appropriate for the intended audience. Next, the designated peer reviewer will read the
deliverable and provide comments and feedback via a designated format to the primary author,
and document those comments in the IMS.
4. Final Deliverable Development and Submittal to the Customer: The primary author will
update and improve the deliverable on the basis of the feedback from the peer re-viewer. The

author will also enter, in the IMS, how the reviewer feedback was addressed. Next, the author
will submit the deliverable to the Project Manager for review. For major deliverables, additional
Team ROP corporate resources will perform the final review. After the author incorporates the
comments, we will submit the deliverable to the customer.
5. Project Closeout and Customer Satisfaction Assessment: Team ROP maintains a strong
commitment to quality. During the closeout phase, we assess the task results against previously
defined and documented performance standards. After completing a task, we will send a
customer satisfaction survey to the customer for evaluation of the products and services received.
Team ROP uses this feedback to improve on the quality of services we provide.
Quality Assurance Audits
In addition to assuring quality performance, Team ROP will be monitoring the actual quality
assurance processes being used. With input from the Project Manager and COTR, and feedback
from customers, the QAM will work with Team ROPs corporate management to scrutinize the
steps being practiced and the yielded results to decide the effectiveness of the performance
evaluation processes. They will take into account any QMS updates made at a company-level
and decide the effectiveness of implementation on this contract. They will also look at the
metrics and schedule to make sure that the expected quality is being attained. The QAM will be
responsible for working with the PM to incorporate any positive changes into the project.
Additionally, the QAM and PM will establish a staff training plan for any necessary
improvements being made.
1.2.2

Draft Quality Assurance Surveillance Plan

Introduction
This Quality Assurance Surveillance Plan (QASP) describes the procedures and guidelines for
the SBA to evaluate the performance of Team ROP in fulfilling the requirements listed in the
PWS.
Purpose
The purpose of the QASP is to describe the methods used to measure performance and to
identify the reports required and the resources to be employed. The QASP is a tool for
evaluating whether Team ROP is meeting the performance standards identified in the PWS
identified by the SBA.
This QASP is designed to define roles and responsibilities, identify the performance objectives,
define the methodologies used to monitor and evaluate Team ROPs performance, describe
Quality Assurance (QA) reporting, and the analysis of QA monitoring results.
Performance Management Approach
The PWS identifies what services are required as opposed to how Team ROP should perform
the work. This QASP will define the performance management approach taken by SBA to
monitor, manage, and take appropriate action on Team ROPs performance against expected
outcomes or performance standards communicated in the PWS. Performance management

requires developing a capability to review and analyze information generated through

performance metrics. The ability to make decisions based on the analysis of performance data is
the cornerstone of performance management.
The data generated in a performance management approach provides information that indicates
whether or not expected outcomes for required services are being achieved by Team ROP.
Performance management focuses on assessing whether or not outcomes are being achieved; not
scrutiny on compliance with the processes and practices used to achieve the outcome. An
outcome-focus provides Team ROP with flexibility to continuously improve and innovate over
the course of the contract as long as the critical outcomes expected are being achieved at the
desired levels of performance.
Team ROPs internal quality control mechanism will set forth the procedures for self-inspecting
the quality, timeliness, responsiveness, customer satisfaction, and other performance
requirements in the PWS. We will utilize our internal ISO 9001 and CMMI Maturity Level 3
quality control mechanisms to assess and report our performance to the SBA.
The SBA COTR will monitor performance and review performance reports furnished by Team
ROP to determine how the contractor is performing against the PWS. The SBA will make
decisions based on performance measurement metric data and notify Team ROP of those
decisions. Team ROP is responsible for making required changes in processes and practices to
ensure performance is managed effectively.