Quality Management
We have achieved accreditation for ISO 9001:2008 Quality Management - see here for our certificate of accreditation as evidence.
We target a zero defects standard across all of our projects. Beyond that, it is of immense importance to each delivery team that they achieve an exceptionally high level of quality on all projects carried out. Quality is assured by a number of standardised processes that make up our ISO:9001:2008 accredited quality management system.
Quality control starts at our appointment, when we identify the key stakeholders. We then agree project organisation structures and the lines of communication and responsibility within them. We work closely with the client and associated stakeholders to identify their targets. These cover all aspects of the project, and include:
• quality and defects requirements
• inspection and test schedules and targets
• project specific handover details, such as snagging and information required
The information gathered forms the basis of our project quality plan, which ensures that all are fully aware from the outset of the expectations relating to the job.
As part of the project quality plan, we identify and agree the procedures and records that will be used to ensure that the work completed is to the client’s satisfaction. In addition to our client’s expectations and standards, we work to other criteria. These include our ISO standards and quality management standards, such as our ‘right first time’ initiative. Each project team has worked to develop its ‘right first time’ initiatives which focus on delivering the right result by using appropriately supervised, competent staff to fit the most suitable products in the correct manner.
After the initial meeting with the client and other stakeholders, such as maintenance teams and end users, we invite them to review our project quality plan. An experienced member of our team (David Barker) will be designated as the project quality champion and will revisit the plan with the client on a regular basis to ensure compliance.
By using information-sharing systems on all of our projects, we have ensured that all subcontractors and suppliers have access to the most up-to-date information, requirements and the quality plan. This has enabled us to share information on quality targets, monitoring and performance, as detailed in the quality plan. Checks are carried out by the Site Manager, Contracts Manager and our dedicated quality champions, who randomly and routinely visit each site to ensure quality compliance. Their reports go directly to the Framework Director.
We also make use of a project quality board on site, a visual control management tool containing standard work quality inspection sheets and the status of non-conformities. It enables the team to view the short-term programme, identify areas which may hinder progress, and to monitor repeat non-performance issues. The short-term programme is used to define which trade works are to be inspected for the current working week. The relevant standard works quality inspection sheets are then retrieved and acted upon. The non-conformities section visually highlights any issues.
The process of ensuring zero defects starts with design. Our site management team encourages early engagement of specialist subcontractors and suppliers at the design stage, allowing best practice details to be built in.
Our quality management system ensures that we select operatives or subcontractors with the required level of skill and motivation to carry out the works on each project. As part of their selection and briefing, they are inducted into the quality plan for that project. Our role as constructor is to ensure the trades are brought in at the right time in a properly planned and controlled manner, and to coordinate previous and subsequent trades so that the regime of inspections at each relevant stage are conducted effectively.
At each stage the work is rigorously examined and is only passed if it complies with the required quality standards. This enables any problems and snagging to be dealt with before the follow on trades and sets a high benchmark for the rest of the work.
Detailed finishing programmes, including all testing and inspections, ensure that all identified final snagging is completed prior to handover and that all CDM manuals and other documentation are issued. An important aspect of this snagging and inspections process is the reduction of latent defects. By exposing defects throughout the construction process, we have reduced the number of defects occurring within the liability period.