Services

Luster possesses a deep understanding of how to design and implement program management plans. We collaborate with clients to develop programmatic left and right markers covering all functional areas rolling up into a holistic ISO based program quality management plan. Individual project management plans are designed to align with a fully integrated program management plan. Organizational structure, utilization of key performance indicators, (KPIs), on-boarding, the development of detailed job descriptions, continued training, and professional development of assigned personnel, document management systems, and periodic audits are key pillars of the plans Luster creates.

Luster’s approach to quality management is holistic and collaborative. We collaborate with our client or teaming partner to develop and implement a process and risk-based systematic approach to quality management focused on an International Standards Organization ISO 9001:2015 “best practices” Quality Management System (QMS). The QMS system emphasizes the ISO “Plan-Do-Check-Act (PDCA) cycle. A key element of Luster’s Cloud Based QMS is the utilization of quality audits. Quality audits are designed to assure that: 1) scope, 2) cost, 3) schedule and 4) cross-functional program /project controls are properly implemented and reported. An additional important tool we have designed into our QMS is the employment of key performance indicators (KPI). The program management team, subconsultants and the project management team, inclusive of design-builders, are measured monthly and the associated results reported no less than quarterly to stakeholders.

Luster possesses a deep understanding of how to design and implement risk mitigation plans. We are proficient in all forms of program / project delivery methods. Luster’s approach to risk mitigation is systematic and permeates through an entire program’s implementation plan. The initial effort is to review: 1) all contracts, 2) governance documents, 3) scopes of work and 4) any proposed changes. Our approach is to take proactive steps to mitigate and/or eliminate potential claims by advising our clients with factual and timely data, alternatives, and responses to the contractor. The earliest possible resolution of issues before they become irreparable problems is not just our goal, it is our mantra!

Luster National’s approach to Community Outreach and Public Engagement is inclusion - not exclusion. At Luster, our experience shows it is vital that a community outreach plan possesses measurable goals and outcomes where community participation and feedback are woven into the fabric of a program. We understand that successful delivery of a program must include proactive, clear, honest, and equitable communications with sincere listening by seemingly disparate entities such as clients, community groups, public agencies, businesses, workforce development, elected officials, and the media to create an environment that will facilitate the development, implementation, and utilization of capital programs for generations to come.

Luster has subject matter expertise in community outreach, public relations, and project labor agreement administration. We provide these services from inception and planning to construction through operations. Our services include developing community outreach plans, business impact mitigation plans, construction impact mitigation plans, and facilitating user-friendly public information meetings with merchants, stakeholders, and residents.

Historically marginalized communities are now more than ever, demanding transparency and accountability. Luster has the cultural competencies and awareness that will assist in meeting their needs, elevating accessibility, and making sound decisions that will move programs forward. This awareness includes understanding the linguistic needs, complex histories, injustices, and trepidations from past capital programs that lacked transparency and community participation. Luster understands that a community is an unfolding story that changes every day. To be successful, we have learned that a capital program needs to be patiently, responsibly, and considerately incorporated as a new chapter in a community’s story.

We create multi-lingual project collateral, periodic eNews publications, ongoing content for project websites, and social media outlets, as well as distribute, review, and analyze surveys, all to engender overall enthusiasm and encourage stakeholder participation on projects. The intent of these services is to develop continuous dialogue between clients, public agencies, and community stakeholders all with the aim of aligning goals which minimizes disruption to successful project completion and optimizes opportunities for public involvement.

Luster is fully committed to providing other small, disadvantaged businesses the opportunity to gain experience and be successful. We are fortunate to have the resources to assist our clients and teaming partners to design and implement Diversity Programs to include compliance with governance mandates. Our approach includes:

• Development of supplier diversity procedures that include pre and post award analysis to ensure consistent participation throughout the project
• Development of monitoring procedures, both desk audit and onsite monitoring to ensure, to the best of our ability, that firms are performing a commercially useful function
• Ensure compliance with all federal, state, and local statutes related to applicable projects
• Creation of aggressive outreach programs and providing direct support throughout the community through mentoring, and business sustainment skills sharing
• Ensure companies maintain the appropriate certifications
• Promote a culture of positivity, teamwork, and success

LUSTER offers comprehensive stakeholder alignment services. Today’s “Mega” programs and projects are complex. Integrating the multiple personalities brought together is a challenge. Teams often include the primary client office, client sister offices, the project management team, general engineering consultants, design-build teams, and specialty consultants. To mitigate some of the challenges these various personalities present, a deliberate effort must be made to establish a process that enables each team element to define and craft a project “win” for all parties. LUSTER uses several tools to accomplish this including:

• Host project mobilization partnering sessions
• Craft consistent messaging content
• Project mission statement development
• Design a project specific onboarding process and ongoing alignment exercises
• Create laddering relationships between the primary client office with its sister offices
• Facilitate sustainable partnering engagements
• Visualization of project completion date and how participant supports successful closure
• Conduct periodic quantitative and qualitative analysis as part of the projects’ continuous process improvement (CPI)

Many clients implement alternative delivery methods for their major capital expenditures, while most, if not all, are foundationally structured to execute projects utilizing traditional design-bid-build. This includes implementing the project at the traditional pace of design-bid-build reviews and approvals. LUSTER utilizes the alignment relationship laddering approach to help the client recognize that this approach can challenge the benefits of alternative delivery methods.

LUSTER also works with its teaming partners and client representatives to recognize both the challenges and benefits of instituting cultural, cognitive, and geographic diversity in the design of a project plan. Projects go south not because of “hard skills”, but because of the human factor, or soft skills. Advancements in technology have eliminated the issue of contacting project stakeholders. Connecting with the stakeholders is a different matter and requires effort and a plan. Mitigating the human factor sets the project up for success. The more energy put into the front end of today’s “Mega” programs and projects saves money on the back end. LUSTER’s stakeholder alignment services are a value add that offers our clients sustainable and scalable results.