INCENTIVE FACILITIES MANAGEMENT LTD QUALITY SYSTEM MANUAL. **Commercial in confidence**

Transcription

1 QUALITY SYSTEM MANUAL **Commercial in confidence**

2 Table of Contents Document Control Company Quality Policy Mission and Vision Statements Vision Mission Introduction History Core Values... 4.Quality Assurance and Control Scope and Exclusions Scope Exclusions... 6.Interaction of Processes ISO 9001:2008 Reference Flow-Chart For The Provision of Security Services Flow Chart For The Provision of Consultancy Services Documented Procedures Management Responsibility Management Responsibility Management Commitment Client Focus Quality Policy Quality Objectives Responsibility, Authority and Communication Management Representative Management Review IFM_ Q_MANUAL V2.0 ** Commercial In Confidence ** Page 2 of 14

3 Document Control Distribution List MASTER COPY Organisation INCENTIVE FACILITIES MANAGEMENT LTD Revision History Version Date Comments Version 1.0 Master Controlled Copy retained at H/Q Referenced Documentation NOTE: Any errors, omissions or additions to the Quality Manual, which are considered necessary, should be directed to the Management Representative. The Management Representative will monitor any changes to Quality Management System documents in a controlled manner. The contents of this manual should be referred to regularly and used as a reference guide. Extracts of the Quality Manual are for circulation within the organisation only. The Manual or extracts of it must not be passed or copied to other companies or persons outside the organisation without the permission of the Managing Director. Responsibility for the maintenance and circulation of the Manual (or extracts) is that of the Management Representative. IFM_ Q_MANUAL V2.0 ** Commercial In Confidence ** Page 3 of 14

4 1. Company Quality QUALITY POLICY Incentive Facilities Management Services: Our AIM is to become the first choice in the provision of Facility Management Services, establish an industry wide reputation for excellence in service provision. We will meet the requirements of ISO 9001:2008 and industry related standards and all legislative and regulatory requirements We are totally committed to the process of continual improvement and take measurements to ensure our objectives will be achieved. Signed Mr J. Waud (Managing Director) Dated 01/04/2011 IFM_ Q_MANUAL V2.0 ** Commercial In Confidence ** Page 4 of 14

5 2. Mission and Vision Statements 2.1 Vision 2.2 Incentive FM is a business that combines youthful enthusiasm with solid experience and employees can expect to work in a creative environment that is sociable, hardworking and fun. The core values of the business are integrity, respect and loyalty and these underpin every single activity, both internally and externally IFM_ Q_MANUAL V2.0 ** Commercial In Confidence ** Page 5 of 14

6 3. Introduction Incentive FM is a dynamic independently owned facilities management company that regularly helps clients save at least 20% from their facilities and maintenance costs, whilst working closely with them to achieve considerable service improvements. Its unique proposition, which is based on cost savings matched against compliance and service delivery goals being achieved, guarantees customers an open and mutually incentivised relationship. The company has a number of clients in the retail, finance, prestige head office and manufacturing sectors. Working closely with each customer Incentive FM provides a bespoke solution that brings financial value, statutory compliance and business efficiency. It prides itself in its strong relationships with customers who include: Colgate-Palmolive,Cushman & Wakefield, The Nottingham Building Society, Pall Europe Ltd, CBRE, King Sturge and SEB Bank. The success of Incentive Facility Management Ltd is built around the organisations core values: * INTEGRITY * RESPECT * LOYALTY IFM_ Q_MANUAL V2.0 ** Commercial In Confidence ** Page 6 of 14

7 4. Quality Assurance and Control Incentive Facilities Management Ltd maintains a comprehensive Quality Management System (QMS), covering the requirements of ISO 9001:2008 and ISO (Environmental Standard) and defining all the operational and quality activities necessary to ensure that all project deliverables conform to client requirements. The QMS has the full support of the Management Team. The QMS is maintained by the Management Representative, who has authority and responsibility for ensuring that adequate procedures, plans and processes are in place to provide a common approach to quality assurance throughout the organisation. The Management Representative and the Management Team also continually monitor the QMS and improve it via internal audits and management reviews. Our QMS consists of set procedures and instructions defined in the, which cover each of the business functions to operational quality process level.. IFM_ Q_MANUAL V2.0 ** Commercial In Confidence ** Page 7 of 14

8 5. Scope and Exclusions The provision of Facility Management Services which are compliant to ISO 9001:2008. The Design & Development section of the ISO 9001: 2008 Standard 7.3 is excluded. Our Clients specify their requirements to which we adhere. IFM_ Q_MANUAL V2.0 ** Commercial In Confidence ** Page 8 of 14

9 6. Interaction of Processes ISO 9001:2008 Reference 4.1 Client Requirements & Needs Business Objectives Client Focus Continual Improvement Marketing the Services Converting Opportunities in to a Contract Recruitment Training Purchasing Continual Improvement Monitor Service Deliver Service Invoice IFM_ Q_MANUAL V2.0 ** Commercial In Confidence ** Page 9 of 14

10 7. PROCESS FOR DELIVERY OF SECURITY SERVICES INQUIRY FROM NEW CLIENT VISIT CLIENT CAPTURE REQUIREMENTS ANALYSE REQUIREMENTS MAKE QUOTE QUOTE OK MAKE SITE SURVEY RISK ASSESSMENT CONSTRUCT ASSIGNMENT INSTRUCTIONS FORM CONTRACT CLIENT SIGNS ALLOCATE GUARDS MAKE ROSTA MONITOR SITE INSTRUCT CONTROL ROOM FOR CHECK CALLS SEEK CLIENT FEEDBACK FOR QUALITY ANALYSE VIA MANAGEMENT REVIEW IMPROVE SERVICE DELIVERY IFM_ Q_MANUAL V2.0 ** Commercial In Confidence ** Page 10 of 14

11 8. Process for the Provision of Client Consultancy Review Consultancy Review Process Step 1 Carry out Site Study and Complete Site CAIP and Benchmarking Info Step 2 Review Frequency and Efficiency Gap Analysis Review Pricing Review FTE s deployed Step 3 Issue Study Report with recommendations to close gap Step 4 Review recommendations and reconfirm CAIP with site Obtain site agreement and buy in Step 5 Frequency and Efficiency Implementation Pricing FTE s deployed Step 6 client/ifm provide revised Specifications as required Purchasing engage suppliers with OSG/IFM support Site consult and restructure as required with clientifm Support Step 7 Trial Revised Arrangements Monitor And Review Trial Revised Arrangements Step 8 Revised Operation IFM_ Q_MANUAL V2.0 ** Commercial In Confidence ** Page 11 of 14

12 9. Documented Procedures: The table below provides a reference for the procedures and associated documents required for the Quality Management System. Procedure ISO Clause Mandatory Document Title Revision Date Reference QMS-CP Control of Documents QMS-CP-1a List of Controlled Documents QMS-CP-1b Control of Documents Process Flow QMS-CP Control of Records QMS-CP-2a List of Quality Records QMS-CP-2b QMS-CP-2C Control of Records Process Flow Archieve Retrieval Form QMS-CP Control of Non-Conforming Product QMS-CP-3a 8.3 Non-Conformance Report QMS-CP-3b 8.3 Control of Non-Conforming Product Process Flow QMS-CP Internal Audits QMS-CP-4a 8.2 Internal Audit Reports QMS-CP-4b 8.2 Internal Audits Process Flow 2009 QMS-CP Corrective Action QMS-CP-5a Corrective Action Report QMS-CP-5b Corrective Action Process Flow QMS-CP Preventative Action QMS-CP-6a Preventative Action Report QMS-CP-6b Preventative Action Process Flow IFM_ Q_MANUAL V2.0 ** Commercial In Confidence ** Page 12 of 14

13 10. Management Responsibility 10.1 Management Responsibility The Management Team has defined the business focus and quality policy that includes commitment, and established quality objectives at various levels throughout the organisation. The Management Teams has established a communication flow to ensure everyone is informed of the Quality Management System requirements Management Commitment The Management Team has shown its commitment to quality by defining the quality policy and appointment of a Management Representative, and resources/ authorities for all personnel to meet quality objectives, to deliver quality products, continually improve and to satisfy customers/clients regulatory requirements. The Management Team also participates in management reviews of the Quality Management System Client Focus The method for the determination of current and future needs of our clients focuses on enhancing client satisfaction. On-going communication with current and potential clients occurs through visits, electronic communication, industry events and participation in supplier meetings. Review meetings, client feedback and client satisfaction surveys are formal methods used to ensure Client Focus is achieved Quality Policy The quality policy of has been defined and approved by the Managing Director The quality policy has been announced to all employees during employee orientation, communication meetings and ISO 9001 awareness training. The quality policy is visible for all employees. The quality policy is supported by quality objectives Quality Objectives The Management Team during business planning identifies quality objectives. Quality objectives are communicated to all management personnel. Reporting and monitoring of the objectives are communicated and updated during management reviews. IFM_ Q_MANUAL V2.0 ** Commercial In Confidence ** Page 13 of 14

14 10.6 Responsibility, Authority and Communication The Team have defined and communicated the responsibility and authority in order to maintain an effective and efficient Quality Management System. People throughout the organisation are given the responsibility and authority to enable them to contribute to the achievement of the quality objectives and to establish their, involvement motivation and commitment. The current version of the organisation chart demonstrates authority levels throughout the organisation Management Representative: The Management Representative (Managing Director) has the authority and responsibility for ensuring that the requirements of ISO 9001:2008 are established, implemented and maintained. All employees have been made aware of this authority and responsibility through communication meetings, employee orientation and role descriptions. The Management Representative is also responsible for reporting on the performance of the Quality System at the management meetings for review and as a basis for improvement of the Quality System. The Management Representative retains sole responsibility for the implementation and maintenance of the system Management Review The Management Team, in accordance with the Quality Manual, shall carry out at minimum every six months, a review of the status and effectiveness of the quality assurance program to ensure its continuing suitability and effectiveness in meeting the requirements of ISO Management reviews shall include assessment of the results of internal quality audits, corrective and preventative action requests, customer complaints, and reviews of the quality policy, objectives and organization charts. Records of these reviews are to be maintained by the Management Representative. IFM_ Q_MANUAL V2.0 ** Commercial In Confidence ** Page 14 of 14