QUALITY MANUAL
(Version 1 – Printed on 06 October 2018)
Franki Foundations UK Ltd VERSION 1 (06/10/2018)
Franki Foundations UK Ltd
Quality MAnual
Table of Contents
1.INTRODUCTION
2.THE ISSUE STATUS
3.OVERVIEW OF FRANKI FOUNDATIONS UK LTD
4.The Quality Policy
5.THE SCOPE OF REGISTRATION
6.OUR QUALITY OBJECTIVES
7.MANAGEMENT RESPONSIBILITY
8.RESOURCES...... 8
8.1Human Resources...... 8
8.2Infrastructure...... 8
8.3Document Control and Control of Records...... 9
8.4IT System...... 9
9.Operational Processes (PRODUCT REALISATION)...... 10
9.1Enquiry to Tender and Contract Process...... 11
9.2Contract Design, Build and Completion Process...... 12
9.3Purchasing Process...... 13
9.4Corrective/Preventative Action – Control of Non Conforming Product...... 14
9.5Complaint Management...... 14
10.MEASUREMENT, ANALYSIS AND IMPROVEMENT...... 15
10.1Client Satisfaction...... 15
10.2Internal Audits...... 16
10.3Example Audit Report...... 17
12.Appendix 1 – Organisation Chart...... 18
GECCO2 VERSION 1 (06/10/2018)
Franki Foundations UK Ltd
Quality MAnual
1.INTRODUCTION
This document is the Quality Manual (QM) of Franki Foundations UK Ltd. It is the property of Franki Foundations UK Ltdand is a controlled document.
The purpose of the QM is to provide an overview of Franki Foundations UK Ltd, the activities it carries out and the quality standards of operation it conforms to. It carries information about where procedures information is located and the detailed information on Documentation Requirements for essential procedures e.g. document control, control of records, control of non-conforming product; internal audit and corrective/preventative action.
2.THE ISSUE STATUS
The issue status is indicated by the version number in the footer of this document. It identifies the issue status of this Quality Manual.
When any part of this Quality Manual is amended, a record is made in the Amendment Log shown below.
The Quality Manual can be fully revised and re-issued at the discretion of the Management Team.
Please note that our policy for the Control of Records means that this Quality Manual is only valid on day of printing.
Issue / Amendment & Date / Initials1
3.OVERVIEW OF FRANKI FOUNDATIONS UK LTD
Franki Foundations UK Ltdis a UK based operation, drawing on local expertise and resources and offering a wide spectrum of foundation solutions. Our management structure is supported by Designers, Estimators, Site Crew and Administrators, capable of completing demanding and innovative projects.
We are in a unique position with partner organisations to offer a complete foundation solution in one package.
From high profile projects to smaller private commissions, from industrial and commercial contracts to social housing projects, we apply our expertise to address the unique challenges of each individual project.
Our strong commercial performance is based on:
- Ability to deliver on or ahead of schedule and budget.
- Commitment to ongoing research and development.
- Commitment to staff development.
From the crucial, early project design and planning stages to final formal feedback from our clients, we work to understand your needs and continually seek to improve our service. Through our approach, we make the most of resources and our clients save cost.
For more information about Franki Foundations UK Ltdplease visit
4.The Quality Policy
It is the policy of the company to maintain a quality system designed to meet the requirements of EN ISO 9001:2008 in pursuit of its primary objectives.
The company’s Quality Assurance Manual defines our quality objectives and key procedures.
Customer service is an essential part of the quality process and to ensure this is fulfilled, all employees receive training to ensure awareness and understanding of quality and its impact on customer service.
To ensure the company maintains its awareness for continuous improvement, the quality system is regularly reviewed and is subject to annual audit.
The requirements of the company’s quality system are mandatory and all company personnel have a responsibility and obligation to it.
Craig Macklin Managing Director
5.THE SCOPE OF REGISTRATION
The design, construction and associated in process testing of Foundation systems for commercial and domestic applications.
exclusions
There are no exclusions.
6.OUR QUALITY OBJECTIVES
We aim to provide a professional and ethical service to our clients. In order to demonstrate our intentions, we have identified the following Quality Objectives:-
- To maintain an effective Quality Assurance System complying with BS EN ISO9001:2008.
- To be our client’s preferred choice.
- To be a positive force in the industry, always striving to exceed the customers’ expectations and go the extra mile.
- To achieve and maintain a level of quality which enhances the Company’s reputation with customers.
- To ensure compliance with relevant statutory and safety requirements.
- To endeavour, at all times, to maximise customer satisfaction with the services provided by Franki Foundations UK Ltd.
- To minimise the environmental impact of what we do.
7.MANAGEMENT RESPONSIBILITY
The management structure of Franki Foundations UK Ltdis shown as an organisation chart (see Appendix1) the chartshows functional relationships and responsibilities.
Management ensures:-
- That the ongoing activities of Franki Foundations UK Ltdare reviewed regularly and that any required corrective action is adequately implemented and reviewed to establish an effective preventative process.
- That employees have the necessary training and equipment to effectively carry out the work.
- That internal audits are conducted regularly to review progress and assist in the improvement of processes & procedures.
Weekly operations meetings are held which feed into our monthly management meeting. Minutes are taken and circulated.
Typical agenda items for the monthly management meeting include:-
- Business Development
- Finance
- Projects
- Human Resources and Sub-Contractors
- Suppliers
- Quality, Health Safety and Environmental
We have a designated Management Representative who is responsible for the maintenance, measurement and review of our Quality Management System who is ????.
Management is committed to providing high quality service to both internal and external customers and has a shared responsibility for the control of non-conforming products and corrective/preventative actions.
8.RESOURCES
8.1Human Resources
The deployment of our human resources is managed centrally by ourdirectors.
All employees have the necessary training needed to meet their job requirements.
This training includes but is not limited to:-
- Health and Safety
- CPD is undertaken on the job as one to one training and also by individuals as part of the requirement of their respective professional bodies
Annual reviews are undertaken which identify individual training requirements. These requirements are entered into a training log.
All employees have employment contracts and along with these, copies of any qualifications, professional memberships and CV’s are held in individual personnel files.
Contractors
We only use the services of contractors with proven performance and reputation. Prior to the appointment of contractors for a project we ensure that they have the relevant valid construction industry tickets.
8.2Infrastructure
All of our administration is conducted at our Head Office in Curdridge. This includes:-
- Client Contract records
- Project Records
- Personnel records
8.3Document Control and Control of Records
All client related documents are identified by a sequential numbering system, in this respect, for projects in their enquiry stage we use an ‘E’ followed by an enquiry number, followed by the year. For example E/001/08 using series of indexed ‘green’ folders. When an enquiry turns into a contract, a similar ‘C’ numbering system is used, for example, C/001/08 using a series of indexed ‘orange’ folders. Our enquiries and contracts are also managed electronically using our ???? contract management software. We also have records for personnel, purchases orders, plans, drawings, plans etc. Our product realisation processes in section 9 are designed to manage and control all stages of our document receipts and production by relating to our extensive procedures.
8.4 IT Systems
Our IT systems are backed up daily to a remote server.
9.Operational Processes (PRODUCT REALISATION)
Franki Foundations UK Ltdis responsible for both the planning and delivery of its services and has comprehensive processes and procedures in place to achieve this. Our Enquiry to Tender and Contract Process is shown in the chart in Section 9.1 and our Contract Design, Build and Completion Process is shown in the chart in Section 9.2 overleaf. These process charts relate to other comprehensive processes and procedures that we undertake.
9.1Enquiry to Tender and Contract Process
9.2 Contract Design, Build and Completion Process
9.3Purchasing process
All main purchases are made under strict control by our Head Office in Curdridge from our approved list of suppliers. Purchases are verified as being up to standard by purchasing from approved recognised sources. Our core purchases are hire of construction equipment, construction materials and skilled labour and subcontractors.
9.3.1Purchase Policy for Hire of Equipment
Where our project plan requires the hire of construction equipment, we first ensure that we obtain the best price and that equipment is fit for purpose, has a safety inspection certificate and that the operator has the correct construction industry ticket. Where the equipment is used for testing, we ensure that we have copies of the relevant valid calibration certificates. We then specify delivery details such as date required on site. On completion of the hire requirement, our respective site foreman is responsible for giving the ‘off hire’ notice to the supplier as indicated in the Project Management Plan.
9.3.2Materials Supply Received Verification
Our materials verification is based on purchasing from recognised sources and in the case of chemicals from responsible sources. Our site foreman or nominated person is responsible for checking the material certificates and for signing the delivery note. Should there be a problem with materials this is sorted out over the telephone and an action agreed regarding the materials with the supplier.
9.3.3Skilled Labour and Sub Contractors
We select our skilled labour and sub contractors based on their expertise and quality of their work. Each sub contractor is formally engaged by letter and is provided with a documented specification of the work they are required to do. Details of our subcontractors are also held in personnel and contract files. Our site foreman is responsible for verifying out subcontractors timesheets weekly.
9.3.4Purchasing Reconciliation
All delivery notes and timesheets are collated by the respective site foreman and sent to Head Office once a week where they are checked and reconciled with the respective orders by our quantity surveyor or accounts manager.
9.4Corrective/Preventative Action – Control of Non Conforming Product
Our comprehensiveoperational processes as described in 9.1 above have been designed to incorporate Corrective and Preventative Actions and Control of Non Conforming Products and Services.
9.5Complaint Management
As part of our ongoing commitment to delivering quality services, we have a policy of dealing with all complaints to the satisfaction of our customers. Disputes dealt with through our comprehensive dispute procedures which is part of our operational processes described in 9.1 above.
All complaints will be reviewed by the Management Team of Franki Foundations UK Ltd.
Complaints in relation to quality of work
Active feedback is invited in relation to all aspects of the work. Where there is genuine grievance a formal complaint will be logged, investigated and an assessment made of whether there is a basis for accepting the complaint following our comprehensive dispute, complaint and claim procedures.
If accepted there will be a summary report of why the fault has occurred and specific corrective action in relation to the work in question. If the complaint highlights a systematic failing standard procedures will be adjusted accordingly.
Complaints in relation to personnel
It is expected that employees of Franki Foundations UK Ltdwill provide assistance to customers in a professional, polite and helpful manner. If a complaint is received in relation to how a customer enquiry or contact has been dealt with these will also be subject to loggingand investigation. Where appropriate further training or disciplinary measures may be taken.
10. MEASUREMENT, ANALYSIS AND IMPROVEMENT
10.1Client Satisfaction
We believe that client satisfaction is an effective way of measuring the performance of Franki Foundations UK Ltd.To do this we maintain close contact with our clients and actively involve them in our planning and delivery processes. At the end of each project we ensure that a client satisfaction is completed and we hold an internal project closure meeting to review how each respective project has been executed.
We also use the continuous improvement model shown below and incorporate customer feedback and Management Review.
10.2Internal Audits
Internal audits are carried out regularly as part of our Quality System. We also audit our business processes and the findings of these audits are reported in our periodic management meetings.
The internal audit process is as follows:-
Management agrees the audit schedule and feedback on each audit is reviewed with our ISO9001:2008 accrediting body, the British Accreditation Bureau, as part of our annual audits.
10.3Example Audit Report
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Franki Foundations UK Ltd VERSION 1 (06/10/2018)
Franki Foundations UK Ltd
Quality MAnual
11.Appendix 1– Organisation Chart
Page 1 of 18
Franki Foundations UK Ltd VERSION 1 (06/10/2018)