Lucas UK Group Limited Quality Management System

Transcription

1 Lucas UK Group Limited Quality Management System

2 Index Revision Log Register of Holders 1. Introduction and Scope 2. Quality Policy and Objectives 2.1 Key Quality Objectives 3. Lucas UK Group Organisation Chart 4. Quality System Corporate Planning & Management 5. Documented Procedures 5.1 Document Control and Forms 5.2 Quality Records 5.3 Control of Non-Conforming Products and Workmanship 5.4 Corrective and Preventative Action 5.5 Internal Quality Audits 6. QMS Forms and Procedures Method Statement Briefing Register Inspection Checklist Purchase Order Supply Chain Contractor Registration Form Registration form/training record Internal Audit Report Non-Conformance Report Private Clients sign off sheet Snag Sheet Defect Record Sheet Inspection and Test Plan Pre-Commencement Checklist 7. Accreditations 2 P age

3 Revision Log Revision Date Amendments Prepared by Approved by Version 1 - Previous revisions As described in version 1 table of revisions Revision Organisation Chart review and accreditations update Nathalie Marneweck Danny Lucas Revision Organisation Chart review and update Nathalie Marneweck Danny Lucas Revision 3 Company Name Change and Annual Review Andrew Price Danny Lucas Register of Holders Copy Number Name Position Held Revision Held Date Issued 001 Company Server Intranet Sep 17 3 P age

4 1. Introduction Lucas UK Group comprises two companies, Lucas Finishing Specialists Ltd & Lucas Fit Out Ltd. Lucas Finishing Specialists Ltd is a major painting & decorating contractor within the construction Industry and Lucas Fit Out Ltd is a major fit out contractor within the construction industry. S. Lucas Ltd was formed in 1976 by Sam Lucas and as a result of a diversified range of services offered by the company Lucas Fit Out was established in late In September 2017 the Group name changed to Lucas UK Group Ltd and S Lucas Ltd, the Painting division became Lucas Finishing Specialists Ltd. Danny Lucas is the Managing Director of Lucas Finishing Specialists Ltd and of Lucas Fit Out Ltd. Both companies are run with a very hands on approach and are built on a values of honesty, reliability, trust and delivering a quality product on time, within budget and in a safe manner. This ethos has proved very successful and the purpose of the quality system is to translate what we do every day into a written business system, which is user friendly and will ensure that all management, through to site operatives and supply chain ensure that these core values are implemented and maintained. Scope The quality system covers all aspects of the companies operations that lead to the supply of product and service to the customer, including: Corporate management and planning Marketing Training Control of suppliers and sub-contractors Operations and logistics Product acceptance procedures and client feedback 4 P age

5 2. Quality Policy and Objectives The principle objective of the quality policy of Lucas UK Group is to ensure that high quality products and services are provided to its customers, to ensure that quality requirements are determined and satisfied throughout all phases of a contract, and to ensure that the products and services supplied to the customer are fit for purpose. These objectives are achieved by means of clearly defined quality procedures that are rigidly applied throughout all processes. We are committed to a process of continual improvement as such this Quality Management System is regularly monitored and reviewed, through internal auditing and management review meetings. Relevant objectives and targets will be established by top management to ensure complete customer satisfaction and continual improvement of the Company, its procedures and operations. The procedures described in the quality system manual have been introduced for the purposes of achieving sound operational and quality practices within the company. Such procedures conform to the requirements of BS EN ISO 9001: 2008 and are the minimum standard adopted by the company. These procedures are mandatory throughout the company and no unauthorised deviations are permitted. All personnel have a responsibility for quality and are required to conform to the quality procedures. Personnel are encouraged to inform the directors and contracts managers of any changes that could improve quality. The company is committed to comply with statutory and regulatory requirements, and to satisfy customers requirements. Alternative procedures to those stated, or otherwise required by the customer, shall only be used after agreement with the company s management and after their effectiveness and control have been suitably demonstrated. All the sections within our system are regularly independently audited to make sure we are adhering to the Quality system. The ultimate goal of the system is to produce an effective business model that will ensure that our clients receive a quality product and that we carry out the work as effectively as possible to enable us to maximise our profitability. This success of our business is measured within our company accounts, the repeat business and testimonials we get from our clients, lack of customer complaints and zero defects within our works. AUTHORISED BY: D A Lucas Managing Director Lucas UK Group 13 September P age

6 2.1 Key Quality Objectives Quality Have no customer complaints Have a customer satisfaction score of over 80% on all elements of service provision Maintain Site Health & Safety Audit scores of over 80% on all projects Maintain a AFR of less than 1.00 Close out 100% NCR within agreed timeframes Maintain all accreditations and statutory inspection requirements within required timeframes Environmental Have no customer or landlord complaints Have no enforcing authority action or proceedings Have no spills Maintain FSC accreditation in line with current FSC Chain of Custody requirements Measure utilities usage to identify potential for un-identified or unexpected surge in demand, and to identify areas where spend to save opportunities may be appropriate. Record vehicle usage carbon data for FORS Reduce waste to minimums Reduce waste to landfill quantities Promote the use of environmentally friendly materials 6 P age

7 3. Lucas UK Group Organisation Chart 7 P age

8 4. Quality System Corporate Planning & Management Interaction of Company Processes The system consists a four core system process: 1. Enquiry up to Project Stage 2. Design Stage 3. Project Stage 4. Completion Stage 8 P age

9 1. Enquiry to Project Stage 1. Receipt of Enquiry Enquiries are solicited by marketing and sales effort. An informative and visually effective website is maintained, including details of contacts for clients and examples of projects. There is frequent communication with existing and potential clients, through which awareness of potential future projects are maintained. 2. Decision to price or tender taken by Director. Decline in writing or by phone. 3. Price enquiry Arrange site visits, sub-contact enquiries and material prices as necessary. 4. Submit tender file in alphabetical order 5. Enquire of success of tender 6. Enquire as to the progress and success or otherwise of the tender. Tender will be scrutinized by client. If tender is successful, an order will be dispatched. 7. Receive and accept order order will be reviewed by the Director. This will highlight any outstanding information required from the client and any information that Lucas need to provide. 8. Enter job details into the computer system construct and generate the job number. 9. Agree a start date obtain any outstanding information and requirements from the contract review. Arrange a pre-start meeting if necessary and attend the meeting with the Contracts Manager. 10. Set up a head office file for the contract and site files, both of which will include the following: Contract Review Form Scope of works to be done Specification Finishing schedule/drawings Programme Tender breakdown 11. More specifically, the site files will include but not limited to: the safe systems of work, risk assessment and COSHH Assessments. Copies to be kept in the site file 9 P age

10 2. Design Stage 1. On some projects, Lucas UK Group shall be required to provide designs of some details in accordance with the client s design scheme. The Client normally provides architectural drawings that specify the layout and type of all construction elements (such as windows, doors and partitions) and specify all finishes. Lucas UK Group might typically be responsible for such things as: the layout and design of systems such as plumbing and electrical work, that would connect to service outlets as specified by the client. the detailed structure and fixing arrangements for partition walls, windows, built in furniture, cabinets and etc. 2. This type of work falls within the expertise of competent tradesman, and the subcontracting firms that Lucas UK Group would employ. 3. In some cases, detailed drawings shall be required. These shall be produced in association with relevant competent sub-contractors, possibly including suppliers and architects. These organisations shall be chosen from the Lucas UK Group list of approved subcontractors, and so shall be subject to checks on their competency as described in the Lucas UK Group health and safety policy and procedures manual. 4. The Lucas UK Group Project Manager, in consultation with senior management, may decide that Lucas UK Group should verify that elements of the design are structurally safe; for example, tests may be required to ensure that fixings shall safely carry the specified load. Testing on site may in some circumstances be required. Lucas UK Group shall entrust any such verification work to competent subcontractors or suppliers. Records of any such work would be maintained in the site file. 5. In-house verification of the design shall be by the Project Manager, in consultation with subcontractors, architects, and senior management as applicable. In particular it must be verified that the design meets the specification, and all legal requirements. When satisfied, the designs shall be offered to the client, who shall approve them. If the customer uses an electronic project documentation management system (such as BIW ), then the approval status shall be recorded here. Otherwise, the client s representative shall sign the drawings to record the approval, and copies shall be retained in the site file. 6. Final validation of the design shall be deemed to be complete when the finished work is handed over to the client and approved by them. Form 4.2 inspection checklist, signed by the Lucas UK Group Project Manager (or his delegated representative) and the client (or their representative) forms a record of the validation, and is retained in the site file. 3. Project Stage 1. Make Sure job is ready for work to commence prior to committing resources. 2. Arrange labour (including foreman) and plant materials. 3. Ensure competence of staff and subcontractors for the required work. Services form sub contracting companies are subject to evaluation via the Lucas UK Group form 4.10 Supply Chain Contractor Registration and consideration of their response by reference to the competence checks as described in the Lucas Group health and safety policy and procedures manual. 10 P age

11 Approved sub-contractors shall be added to the approved subcontractor list. The list is maintained in electronic form, with facilities to record assessments of performance as they continue to work for the Company. Only approved sub-contractors may provide services to the Company. Self-employed individuals are required to complete form 4.11 Registration form/training record. 4. Products purchased are mostly proprietary branded products, or building materials. The Principle Contractor or client shall usually determine the specification of products for a project, often in consultation with Lucas UK Group Ltd. The project management team shall purchase products for projects from suppliers with which Lucas UK Group has set up an account. The person making the purchase on behalf of Lucas UK Group shall evaluate the supplier by means of enquiry direct to the supplier, and/or by reference to their marketing information. The supplier shall be selected based on their ability to supply the required specification of product or service: in the required quantities, to the acceptable timescales, at acceptable cost. 5. The purchase order forms a record of this evaluation. The Lucas UK Group purchase order shall include the specification of the product. Exceptionally, products may be purchased from other suppliers on a cash basis, and in such a case, there shall be no purchase order, but specification shall be verbally agreed with the supplier 6. Ensure foreman understands site file That is finishes, specification and programme. Agree rates, prices and targets for carrying out the work. 7. Ensure that all labour is aware of the safety requirements and any hazardous materials on site before work commences. 8. If required, produce control sample to ascertain exact quality requirements 9. Regular visits take place to review or carry out the following: Labour levels Labour performance Material flow Any defective materials must be dealt with in line with quality procedure 5.3 control of nonconforming Products and workmanship. Plant levels and plant security Quality of work, including obtaining a written acceptance from the client Programme Availability of future areas and quality of preceding trade s work Safety Variations Agree value of variations or method of valuing them before proceeding. Resolve any local problems Report to Director regarding job progress and any problems. Keep director informed of any changes to the contract Submit wage returns for labour every Wednesday morning Review the project with Directors every Friday morning at Head Office. 11 P age

12 Attend meetings as required by the client. Submit valuations in line with dates issued by the client and enter figures onto construct Reconcile suppliers and subcontractors invoices and make payments at the end of each month Rigorously pursue any late or underpayments. When invoices are paid enter payment onto construct Produce a cost and value report every month and incorporate in review meetings at Head Office. Completion Stage Ensure the following: 1. Quality of the work Obtain written acceptance of the work from the client by completion of quality form 4.2 Inspection sheet. Communication with the client throughout the project should ensure the client s satisfaction with the job. The client should be encouraged to add any comments to the form. These are important to ensure that customer satisfaction with product and service is reviewed, and to enable continuous consideration of ways to improve. 2. At the completion of the project, the directors and managers involved review all aspects recording the results on the Lucas Group intranet project close out facility. Aspects reviewed include the performance of: the customer, each sub-contractor, and each supplier. 3. The review of subcontractors includes assessing their competence. Information may be recorded on the subcontracting firms list (spreadsheet) so that it may be used to influence selection for future projects. 4. Feedback is solicited from customers, verbally on site, and meetings with the client that may occur, and where appropriate by telephone calls to customers by Lucas staff. 5. Customer satisfaction is also monitored by means of form 4.16 the private clients sign off sheet, which has a questionnaire and space for comments and suggestions. 6. Many customers send in unsolicited testimonial letters, which are also monitored as a measure of customer satisfaction. 7. All waste materials are cleared from the site and that any surplus is removed to the stores at the company warehouse. 8. All unused materials are accounted for and returned to the stores, or transferred to another job. 9. Plant and equipment is accounted for, and returned to stores, to the hirer (if applicable) or transferred to another site. 10. Work areas are left clean and tidy 11. Submit and agree final account to ensure that payment is made and track retention monies 12. File paperwork at Head Office prior to archiving. 12 P age

13 5. Documented Procedures 5.1 Document Control and Forms 5.2 Quality Records 5.3 Control of Non-conforming Products and Workmanship 5.4 Corrective and Preventative Action 5.5 Internal Quality Audits 5.1 Document Control and Forms 1. The purpose is to ensure that essential documents and data relating to the management of the company, including health, safety, quality and environmental management systems are maintained and controlled. 2. Responsibilities lie with the Directors, Contracts/Project Managers, Site Managers and other users of controlled documents. Procedure: 3. The Managing Director will approve all documents prior to use. 4. The master of each internal controlled document is filed on the Lucas UK Group server in the folder controlled documents. The name of each document file contains the document reference number, the latest revision number and the date of the last revision. The footer of each document shall show the document reference number, the latest revision number and the date of the last revision. When controlled documents are revised, the previous revision is archived to the obsolete documents folder. 5. A copy of each controlled document is maintained up to date on the Lucas UK Group Intranet. This forms the approved source of copies for use by Company personnel. 6. Internal management forms are maintained separately for each project & are issued to site within the site file by a Director. All documents used will be legible & readily identifiable by use of individual job numbers. The upkeep of the forms on the site is the responsibility of the Foreman. These forms will be approved & checked by the Contracts Manager. 7. External documents will be controlled by head office. They are date stamped when received and issued to site by a Director if required. The Foreman must destroy Superseded documents within the site files. Superseded documents at head office are marked Superseded & archived by a Director. 5.2 Document Control and Forms 1. The purpose is to ensure that all quality records are returned to Head Office for storage/archiving in a suitable environment and in a manner allowing for easy retrieval. 2. Responsibilities lie with the Director, Managers and Site Supervisors and/or nominated personnel 13 P age

14 Procedure: 3. Files must be clearly named and marked 4. Records will be held for 6 years at head office or the nominated archiving company, unless otherwise stated. 5. The records maintained will include the following so long as they are applicable or exist: Quality management records General Correspondence Training records Programme Specification Finishes Schedule Scope of Works Variations Purchasing information Customer comments and or complaints Financial details Quality Inspection Checklists Internal Audits Control of non-conforming products Corrective action Preventative action 5.3 Control of Non-conforming products and workmanship 1. The purpose is to ensure that non-conforming products and workmanship are identified and dealt with accordingly. 2. The responsibilities lie will all personnel involved Procedure 3. Unacceptable products must be segregated from other products and appropriate action should be taken to return/dispose of unacceptable products. Any refunds to be agreed and Head Office to be notified. 4. Unacceptable workmanship will be rectified before it is offered to the client for acceptance. This is monitored visually by the Contracts Managers and Site Managers/Supervisors and documented with the use of the Site Inspection Checklist. 5.4 Corrective and Preventative Action 1. The purpose is to ensure that all employees adhere to the Quality Management System and procedures. 2. The responsibilities lie will all personnel involved 14 P age

15 Procedure Corrective Actions - As stated in section 5.3 non-conforming products and workmanship, any defects caused by faulty products or workmanship should be discovered by the site manager and corrected before offering to the client for approval. If during or following handover to the client, the client determines that anything does not conform to specification or to the Companies high standards, the site manager shall either correct the problem (if he agrees that it is non-conforming,) or discuss the matter with the contracts manager and or managing director. A course of action shall be agreed with the client. Preventative Actions - Preventing future non-conformance or deciding what could be a potential nonconformity is the responsibility of the Quality Manager, who will be responsible for implementing any changes deemed suitable with the approval of the MD, together with monitoring & recording the results of any action taken. Initially each project is thoroughly vetted to ensure there is sufficient information to be able to carry out the project. This is the responsibility of a Director when setting up the individual site files. Prior to commencing the work on site the foreman will offer up a sample area, which will be benchmarked for the rest of the project. On site it is the responsibility of the foreman & Contracts Manager to ensure products and workmanship are to specification, and to the required standard. When a problem has been identified, it is important to ascertain the root cause. This may be achieved by a simple site inspection in conjunction with the client, by calling in technical representatives from the materials suppliers or by further investigation from independent bodies such as the Paint Research Association. The form 4.15 Non-conformance report is used to record the facts of the case. A copy of the completed report is filed in the site file, and another is sent to the SQE manager. Completed reports are filed (in electronic form) on the Company server. The SQE manager analyses the information to determine any trends, and the effectiveness of preventive action. Where appropriate, information is distributed to Company personnel using Internal Quality Audits 1. The purpose is to ensure that employees understand and use the quality system properly and to monitor its effectiveness and practicality. 2. The responsibilities lie with the Directors. Procedure: 3. Formal internal audits will be carried out at six monthly intervals and will normally be scheduled to take place shortly before external audits i.e. April and October annually. 15 P age

16 Internal audits will cover the four core system processes of: Enquiry Stage Design Stage Project Stage Completion Stage 4. A record of internal audit and findings will be logged on an internal audit report. 5. Findings from internal audits will be discussed at the annual management review meeting. 6. Any non-conformance must be corrected and logged 7. The auditor will not audit their own work. 8. Management review the quality system will be formally reviewed in conjunction with internal audits, minutes of these meetings will be recorded. 9. The review will cover: Actions from previous meetings Status of corrective and preventative actions Process performance and product conformity NCRs arising from both internal and external audits Trends Customer complaints and feedback Supply chain assessment A review of the quality policy and objectives Changes to the quality system and procedures Recommendations for improvement Staff training needs 16 P age

17 6. QMS Forms and Procedures 17 P age

18 7. Accreditations 18 P age