Ensuring the customer comes first

Photo By Matthew Montgomery | Don Carter, Defense Contract Management Agency San Diego quality assurance specialist, inspects a machined part to make sure it is within contract tolerance.  

SAN DIEGO, CA, UNITED STATES

11.16.2012

Story by Matthew Montgomery 

Defense Contract Management Agency

SAN DIEGO, Calif. - Don Carter, Defense Contract Management Agency San Diego quality assurance specialist, spent 20 years in the Navy as an aircraft mechanic and retired in 1995 as a chief. Jerry Jackson, DCMA administrative contracting officer, works with Carter and other quality assurance representatives and contractors, to ensure contracts stay on track and meet deadlines.

Together, Carter and Jackson represent a very customer and quality-focused team. They have high expectations of themselves, as well as the contractors they inspect and monitor.

“We expect contractors to be quality focused and willing to stand behind their products,” said Jackson. “They shouldn’t cut corners to appease anyone – the end user should be their focus.”

Taking care of service members is one of the driving forces for Carter. He feels a personal responsibility to ensure every product he inspects is ready to go. “We are the watchdogs. We make sure the parts work like they’re supposed to, the first time, every time,” said Carter. “We have guys in uniform overseas who rely on the equipment they use to function properly.”

Although they have a vested interest in success, Jackson and Carter agree that quality has to start with the contractor. This is because contractors are ultimately the ones responsible for their products. Jackson said healthy relationships and expertise throughout the contracting process enable issues to be resolved quickly. The process can be cumbersome, but the payoff makes it worth the effort.

“You never want to ignore a contractor’s issues, especially when they are right,” said Jackson. “When concerns are expressed by the contractor and validated by the QAR, they come to me and we call the buying command to get them addressed. Sometimes the drawings need to be modified; other times the contract needs to be adjusted. Regardless, being able to make these slight adjustments quickly can save the buying command, and ultimately the taxpayer, money.”

This is the part of the job Carter finds most rewarding. “I love what I do,” said Carter. “Especially when I get to get out from behind a desk and go visit my contractors. I get down, get dirty and see the manufacturing process.”

Because of his military background, Carter has very high work and quality standards. “It’s black and white with me,” said Carter. “Either it’s wrong and we need to see why and fix it, or it’s right and we need to get it out to the field so they can use it.”

• Date Taken: 11.16.2012
• Date Posted: 12.06.2012 13:11
• Story ID: 98867
• Location: SAN DIEGO, CA, US