Continuous Improvement
Our Commitment to Quality
We are Quality Assured to ISO 9001:2000
standard. The management processes detailed
within our documented systems are integral to the
company’s philosophy of continuous improvement,
customer service and best value. We also take our
responsibilities under the Considerate Contractor
Scheme seriously and are actively pursuing Investors
in People accreditation.
Specific Management Procedures document how
the works are prepared, planned, assessed for risk,
issued to site staff and monitored against delivery
targets KPI/s.
Application of these processes, combined with
regular review of the data derived from the related
management systems, provides both the foundation
for the successful delivery of all of the company’s day
to day activities and identifies where improvements
can be achieved.
Similarly, operational procedures detailing how
specific site based tasks are to be carried out by our
operatives are available within the welfare/site office
facilities provided on site. Application, monitoring and
enforcement of these procedures are administered
on site by the Project Manager/Site Engineer
appropriate to the scale of works being carried out.
Modifications/improvements to these documented
procedures are formally notified to operatives via
on-site briefings/tool box talks delivered by a
member of our training team.
The management team at documented bi-annual review meetings, review the effectiveness of these procedures and all necessary corrective actions carried out.
Customer satisfaction is crucial to the ongoing development of our company and our relationship with our clients. The system incorporates an effective complaints procedure including satisfaction surveys that facilitate continuous improvement and protects the customer and clients interests. All complaints are recorded and attended to, where appropriate, via immediate action on site. In cases where this is not possible or where a formal written complaint is received, the QA manager will conduct and record a thorough investigation of the complaint and deal with it in person. A complete report of the incident will be documented in the system for further review. Howsoever a complaint that is resolved to a formal close out of all complaints is subject to sign off by the QA manager.
