PERSONNEL  ORIENTATION The best way to get the support of your personnel is to show them how an effective QA program will benefit them personally. Eliminating or reducing premature failures in repaired units and introducing high-reliability repairs will appreciable y reduce their workload, saving them  frustration  and  enhancing  the  shop’s  or  work group’s  reputation.  This  program,  as  with  any  new program or change to an existing program, will probably meet with opposition from some shop personnel. By showing  your  shop  personnel  the  benefits  of  a  QA program, you greatly reduce opposition to the change. REPAIR PROCEDURES Repair  procedures  may  be  defined  as  all  of  the action required to return an equipment to its proper operating  condition  after  a  defect  has  been  discovered. Repair procedures include parts handling, disassembly, component  removal  or  replacement,  and  assembly. Strictly adhering to the proper repair procedures will almost entirely eliminate premature failures. You, as shop  supervisor  or  work  group  supervisor,  and subordinate work center supervisors are responsible for ensuring that the proper procedures are used in handling all repairable units. QUALITY ASSURANCE TERMS AND DEFINITIONS As a supervisor, you need to be able to talk to your personnel about quality assurance and have them be able to carry out your instructions promptly and properly. You  need  to  promote  the  use  of  words  and  phrases pertaining  to  quality  and  related  programs,  thus improving the clarity in your communication with them about QA. To do this, you need to understand the terms frequently  used  throughout  the  QA  program.  Each TYCOM’s  QA  manuals  and  MIL-STD-109  have  a complete list of these terms, but the most frequently used terms are listed here:    Quality assurance. Quality assurance (QA) is a system that ensures that materials, data, supplies, and  services  conform  to  technical  requirements and   that   repaired   equipments   perform satisfactorily. Quality  control.  Quality  control  (QC)  is  a management  function  that  attempts  to  eliminate defective  products,  whether  they  are  produced  or procured.    Acceptance. Acceptance is when an authorized representative  approves  specific  serves  rendered (such as a repair or manufactured part). Calibration.  This  is  the  comparison  of  two instruments or measuring devices, one of which is a standard of known accuracy traceable to national standards, to detect, correlate, report, or eliminate  by  adjustment  any  discrepancy  in accuracy of the instrument or measuring device being  compared  with  the  standard.    Inspection. This is the examination and testing of  components  and  services  to  determine whether they conform to specified requirements.    In-process inspection. This type of inspection is performed during the manufacture and repair cycle to prevent production defects. It is also performed to identify production problems or material defects that are not detectable when the job is complete.   Inspection record. Inspection  records  contain data resulting from inspection actions.   Specifications. A specification is any technical or   administrative   directive,   such   as   an instruction, a technical manual, a drawing, a plan, or a publication, that defines repair criteria.   Audit. An audit, as it applies to the QA program, is  a  periodic  or  special  evaluation  of  details, plans,  policies,  procedures,  products,  directives, and  records  necessary  to  determine  compliance with  existing  requirements.   Certified (Level I) material. This  is  material that has been certified (as to its material and physical properties, as well as traceability to the manufacturer)  by  a  qualified  certification activity.  This  material  has  a  material  and identification control (MIC) number assigned along with a certification document.   Controlled material. This is any material that must  be  accounted  for  and  identified  throughout the manufacturing or repair process. (See level of essentiality).   Controlled work package. A  controlled  work package  (CWP)  is  an  assemblage  of  documents identified by a unique serial number that may contain  detailed  work  procedures,  purchase documents,  receipt  inspection  reports,  objective quality  evidence,  local  test  results,  and  any  tags, 6-8