NSSC Quality Incentive Program. The NSSC start-up approach included rework costs in its base service rates. However, the NSSC has found that this approach does not encourage the reduction of rework and thereby the reduction of costs. Moreover, customers managing the quality of their inputs unfairly bear the cost of excessive rework. To proactively address the issue of rework, the NSSC has deployed multiple tactics in the NSSC Quality Incentive Program (NQIP) to include: • Collaborating with Center management and other representatives (e.g. NEACC) to identify and review processes and interfaces to locate the probable cause of the rework; and • Reengineering processes, as appropriate, to reduce the occurrence of rework; • Containing rework within reasonable and manageable parameters; and • Collaborating with Center management to design processes that are less prone to errors. The NSSC Board of Directors (BOD) approved a Quality Incentive Goal (QIG) of 5 percent that will apply only to high-volume transactional activities. Customers will not be billed for corrections processed due to an NSSC error. • Customers with a controllable rework percentage less than or equal to 5 percent for a given activity will not be charged for rework for that month for that activity; • Customers with a controllable rework percentage greater than 5 percent for a given activity will be charged for controllable rework above the 5 percent QIG for that activity for the month.
