NHICs Quality Management System
ISO 9001:2000 Certified Quality Management System

Quality and continual improvement is an integral part of NHIC’s culture. NHIC made the strategic decision and commitment to implement ISO 9001:2000 to move the company toward a culture of process management excellence and to improve the effectiveness of our critical business processes. The ISO 9001:2000 Quality Management System is an internationally recognized method of providing high quality products and services. NHIC is proud to be one of the few Medicare contractors to have achieved ISO 9001:2000 certification for their entire organization.

Our Quality Management System is a documented system consisting of eight quality management principles. These guiding principles focus our organization on providing excellent customer service. NHICs Quality Management System fosters continual improvement and provides the foundation for achieving customer satisfaction by meeting customer requirements through management responsibility and commitment; resource management; product and service realization; and measurement, analysis, and improvement.

NHIC has a commitment to quality. NHICs quality policy is communicated and understood by all associates and is reviewed during management review meetings for continued suitability.

EDS Corporate Quality Policy

EDS is committed to quality as an integral part of a total business strategy, with the goal of achieving market leadership and client satisfaction by continually improving our capability to identify, develop and provide services that are valued by our clients.

Our primary focus is on consistency, reliability and security while providing the responsiveness and the continuous improvement necessary to support our clients' success in their industries.

We will do this by:

• Focusing business efforts on anticipating and responding to client needs to deliver innovative and profitable products.
• Complying with international quality standards and standards for security, privacy and service management as defined in our contracts.
• Demonstrating environmental and social responsibility appropriate to the nature and scale of our activities, products and services.
• Focusing process improvement efforts on reducing the time required to deliver services.
• Preparing and encouraging all employees to apply process improvement tools and techniques.

Our specific commitment to each client is documented in the client agreement.

Setting Goals and Objectives

Each functional area is responsible for establishing measurable quality objectives, consistent with our Quality Policy. These objectives are established at all levels of the company and are communicated to ensure they are understood. They are reinforced through periodic internal audits and management reviews.

What ISO 9001:2000 Certification Means

The NHIC Quality Management System is certified as compliant to the ISO 9001:2000 Standard. This means that:

1. NHIC established the Quality Management System to ensure the operation and control of all critical business processes meet or exceed customer requirements. NHIC has well-defined and documented processes for the management and control of all documents and records.
   
   
2. NHIC associates have access to procedures, regulations, documentation, customer requirements and information necessary to support the operations of the company. Also, management ensures there are sufficient resources available for the efficient operation and monitoring of the quality management system.
   
   
3. NHIC associates are trained to use the appropriate tools needed to monitor and measure their processes, analyze the data obtained and implement improvements to meet or exceed customer requirements.
   
   
4. NHIC continually implements actions needed to meet or exceed customer requirements and to continually improve their processes. This enables NHIC to strengthen our client-focused organization and our culture of continuous improvement throughout the organization.
   
   
5. Performance evaluation against CMS and organization’s goals and objectives through fact-based decisions. Data analysis is used to assist in identifying any opportunities for improvement, or corrective or preventive actions needed. Over 140 quality objectives and performance requirements are monitored regularly through the NHIC Metrics Plan and dashboards.
   
   
6. A well-defined and documented procedure to prevent nonconformances and ensure corrective action is taken when a nonconforming product or service occurs.

With ISO 9001:2000 certification, NHIC has realized numerous benefits.

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08/28/2009