Quality Manual

Q U A L I T Y

M A N U A L

(Version 1 – Printed on 11 July 2010)

QUALITY MANUAL

THE FORMWORK COMPANY LIMITED VERSION 10TH MARCH 2010

TABLE OF CONTENTS

1. INTRODUCTION ........................................................................................ 1

2. THE ISSUE STATUS ................................................................................. 2

3. THE QUALITY POLICY ............................................................................. 3

4. OVERVIEW OF REINFORCED CONCRETE SERVICES LTD .................. 4

5. THE SCOPE OF REGISTRATION ............................................................. 5

6. OUR QUALITY OBJECTIVES ................................................................... 6

7. MANAGEMENT RESPONSIBILITY ........................................................... 7

8. RESOURCES ............................................................................................. 9

8.1 Human Resources ..................................................................................... 9

8.2 Infrastructure ........................................................................................... 10

8.3 Document Control/Control of Records .................................................. 11

9. OPERATIONAL PROCESSES (PRODUCT REALISATION) .................. 12

9.1 Planning of Product Realisation ............................................................ 12

9.2 Corrective/Preventative Action – Control Of Non Conforming Product14

9.3 Complaint Management .......................................................................... 15

9.4 Purchasing .............................................................................................. 16

10. MEASUREMENT, ANALYSIS AND IMPROVEMENT ............................. 17

10.1 continuous improvement........................................................................ 17

10.2 Internal Audits ......................................................................................... 18

10.3 Example Audit Report ............................................................................. 19

11. APPENDIX 1 – ORGANISATION CHART ............................................... 20

12. APPENDIX 2 – SAFETY POLICY STATEMENT ..................................... 21

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THE FORMWORK COMPANY LIMITED VERSION 10TH

MARCH 2010

1. INTRODUCTION

This document is the Quality Manual (QM) of The Formwork Company Ltd. It is the

property of The Formwork Company Ltd and is a controlled document.

The purpose of the QM is to provide an overview of The Formwork Company Ltd, the

activities it carries out and the quality standards of operation it conforms to. It is not

designed to act as a procedures manual, although it does carry 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 (please see Procedures Log)

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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 this Quality Manual is only valid on day of printing.

Issue Amendment & Date Initials

1

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3. THE QUALITY POLICY

It is the policy of the company to maintain a quality system designed to meet the

requirements of EN ISO 9001:2000 in pursuit of its primary objectives.

The company’s Quality 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. A procedures manual is provided to assist

all employees in ensuring that work for which they are responsible is carried out in a

systematic and efficient manner to meet specified requirements.

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.

Director Signature: …………………………... Date: ………………………

Review date: June 2011

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4. OVERVIEW OF THE FORMWORK COMPANY LTD

The Formwork Company Ltd is a reinforced concrete contractor operating throughout

the South East. We undertake formwork, steel fixing and concrete placement on a

wide variety of construction projects and have built a solid reputation in the industry

delivering quality services safely and on time. We believe this has been achieved by

employing a hand selected team of specialists, highly motivated and continually

trained.

The Formwork Company Ltd has been providing quality in-situ concrete services for

many years. These works focus primarily on formwork, steel fixing and all associated

concrete works.

Our works have involved RC Frames single storey and multi storey underground car

parks, watertight basements, swimming pools, radius works, large powerfloated slabs,

ground beams and several architectural projects.

With many years experience we are forever applying our expertise to more challenging

reinforced concrete works, supplying the client with practical and efficient solutions.

For further information about The Formwork Company Ltd please visit our website:-

www.formworkcompany.co.uk

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5. THE SCOPE OF REGISTRATION

TO PROVIDE QUALITY IN-SITU CONCRETE SERVICES.

EXCLUSIONS

CLAUSE 7.3 (DESIGN) AND 7.76 (TESTING AND CALIBRATION) HAVE BEEN

EXCLUDED.

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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 Management System complying with

ISO9001:2000.

To maintain a good reputation and commitment to meeting contractors

requirements.

To remain competitive in our market while continuously improving in performance,

quality of work and service.

To work with our customers on a more personal basis, with senior staff in regular

site attendance to give a true and meaningful management structure to the project.

To maintain reliability and performance on site, always striving to improve whilst

still being as competitive as possible.

Ensure repeat client business by delivering our services fully in line with our

contractual obligations on quality, cost and time.

We aim to maintain and build good relationships with our existing and new clients.

We will analyse customer feedback data, internal performance data, financial

performance data and business performance data to ensure that our Quality

Objectives are being met.

To progressively grow our business while maintaining our focus on the quality of

our services.

We will conduct our business in an ethical and professional manner.

We will endeavour to satisfy our clients’ requirements and get things right first time.

Should we make a mistake, we will accept liability and correct immediately.

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7. MANAGEMENT RESPONSIBILITY

The management structure of The Formwork Company Ltd is shown as an

organisation chart (see Appendix) the chart shows functional relationships and

responsibilities.

Management ensures:-

That the ongoing activities of The Formwork Company Ltd are reviewed regularly

and that any required corrective action is adequately implemented and reviewed to

establish an effective preventative process.

That internal audits are conducted regularly to review progress and assist in the

improvement of processes & procedures.

That employees and sub-contractors have the necessary training, specifications

and equipment to effectively carry out the work.

Measurement of our performance against our declared Quality Objectives

That workflows are planned against forecasts and outputs are evaluated on an

ongoing basis.

Review business performance information.

That customer feedback is reviewed.

Management planning and review meetings are held monthly:-

Typical agenda items include:-

Financial review

Business Strategy

Feedback /Complaint review and improvement

Work schedules

Notes are kept of these meetings.

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Management Responsibility Cont…

Tool Box talks are held weekly on each site and risk assessments and method

statements are reviewed regularly.

We have a designated Management Representative who is responsible for the

maintenance, measurement and review of our Quality Management System, this is

Aaron O’Brien.

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.

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8. RESOURCES

8.1 HUMAN RESOURCES

One director and an office manager are employees, all other personnel are sub-

contracted. All employees and sub-contractors have the necessary skills needed to

meet their job requirements. A CSCS (Construction Skills Certification Scheme) card

is a mandatory requirement as it is proof that the operative has achieved the level of

skill that they have stated.

Inductions are carried out by the main Contractor and are site specific, each member

of staff signs to verify that they have completed this.

Training records are kept electronically for employees. As sub contractor we supply

fully trained operatives

Training includes for some individuals, but is not limited to:-

Ongoing site specific training

Health & Safety

Working at heights & working in confined spaces

City & Guilds CSCS

Employee and sub-contractor records are stored in hard copy files, within a locked

cabinet. We also hold some information electronically.

Sub-Contractor Contract and Terms & Conditions are issued by ourselves to the

Contractor these are signed and dated by both parties.

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8.2 INFRASTRUCTURE

All of our administration is conducted at our Head Office. This includes:-

Client Orders

Orders to Suppliers

Tenders

Management of all financial matters

Customer records

Personnel records

Desk Top computers and use of software – Word, Excel, Adobe illustrator, PDF, I

photo & email.

Power & hand tools.

Vans.

Vehicles are driven by the same drivers and are regularly checked by the company

director. Drivers report any defects immediately to the company director.

We use our own equipment and hired in equipment specifically for the job in hand, this

may include:- diggers, dumpers, falsework, panel formwork work. Equipment is

calibrated accordingly.

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8.3 DOCUMENT CONTROL/CONTROL OF RECORDS

Our administration is conducted from our Head Office. We maintain hard copy files

some of which are supported by electronic documents.

Jobs are identified by name, job address, and job title this is on all paperwork, from

order through to completion of works. Invoices have the above information plus and

invoice number shown.

Our IT infrastructure is supported by weekly back ups which are stored in a fire proof

cabinet.

All paperwork created electronically is also kept in hard copy. All account information

is also sent on to the accountant.

Method Statements are completed (site specific) and include all relevant site

information for site staff to follow; these are signed by all relevant employees and sub-

contractors.

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9. OPERATIONAL PROCESSES (PRODUCT REALISATION)

9.1 PLANNING OF PRODUCT REALISATION

There are well established links between our Product Realisation (planning) process

and our customer related (delivery) process.

The Formwork Company Ltd is responsible for both the planning and delivery of its

services. We work closely with our clients to specify their requirements.

The following example shows our core Product Realisation Process:-

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Purchase Order received

YES

NO

Start Date Agreed

Method Statements produced

H&S/Risk Assessments/Method Statements

approved

Tender/Quote produced & sent to client

Health & Safety/Risk Assessments produced

Client set to “Not Active”

Customer Enquiry Received

Pre-Contract meeting conducted

Programme of works agreed

Job undertaken – ongoing site meetings

Client Accepts

Site Manager Allocated

Sub Contractors Appointed – Plant & Materials

ordered

Site Team Briefed (Tool Box talk) on Scope of work

and Safety Inductions given

Site Team signatures

obtained

Must be obtained to prove

briefing

NO

YES

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9.2 CORRECTIVE/PREVENTATIVE ACTION – CONTROL OF NON CONFORMING

PRODUCT

It is the responsibility of all employees to carry out their work according to the

processes and procedures that they are trained to use. Conformance to this

requirement is verified by internal audits.

Spot checks are carried out throughout the project to identify any non conforming

product and correct/prevent any non conforming product.

The method statement is signed off by both parties upon completion to verify

conformance. The quality assurance section (No.8) is completed and signed at the

end of the job to verify that the job has been carried out to the customer’s satisfaction.

Non-conforming products may also be identified via services/equipment supplied

through third parties; this is controlled by the purchasing procedure.

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9.3 COMPLAINT MANAGEMENT

As part of our ongoing commitment to customer service, we have a policy of dealing

with all complaints to the satisfaction of our clients.

All employees are encouraged to deal with minor complaints if the response is simple

and immediate. Problems that cannot be resolved speedily are escalated to the Site

Manager and Company Director.

Our complaints procedure is as follows:

Complaints Handling

Record Complaint

Analyse Complaint

Notify complainant of

proposed action

Take Action

Record Action Taken

Accepted?

End of Complaint

Revise Proposed

Action

Record in

Complaints Log

Update

Complaints Log

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9.4 PURCHASING

Our Purchasing procedure is as follows:-

Order placed verbally and

recorded in Purchase Order

Book – Contract title &

address noted

Materials Received and

checked for Quality

Quality of

Materials up to

specification?

Delivery Note sent to HQ and

checked to Purchase Order

book

Supplier Invoice details

verified for payment

Inform

supplier and

instruct them

to replace

materials

NO

YES

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10. MEASUREMENT, ANALYSIS AND IMPROVEMENT

10.1 CONTINUOUS IMPROVEMENT

We believe that continuous improvement and customer satisfaction is an effective way

of measuring the performance of The Formwork Company Ltd.

The Feedback we receive from our customers helps us to identify any corrective

action(s) that may be required to ensure that our customers are satisfied with the

service levels that they are receiving.

We use the continuous improvement model shown below and incorporate client

feedback and performance review information (via internal audit reports).

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10.2 INTERNAL AUDITS

Internal audits are carried out regularly as part of our operational processes. We audit

our business processes and the findings of these audits are reviewed for improvement

opportunities.

The audit process is as follows:-

Feedback on each audit is reviewed with our ISO9001:2000 accrediting body, the

British Accreditation Bureau, as part of our annual audits.

INTERNAL AUDIT SUBJECT IDENTIFIED

Documentation/personnel to be audited is

specified on the Internal Audit Report

The audit is conducted and closed if no actions

are required – A report is produced

If any action is required-a re-audit is done to

check that the action was effective

The audit report is then completed and signed by

the Internal Auditor

INTERNAL AUDIT REPORTS ARE REVIEWED BY MANAGEMENT

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10.3 EXAMPLE AUDIT REPORT

Date: / / AUDIT: OPEN CLOSED

Area or Procedure to be audited: __________________________________________________________

Auditor: ______________________________________________________________________________

Documentation Reference: _______________________________________________________________

Departmental Personnel: ________________________________________________________________

PART A: OBSERVATIONS:

____________________________________________________________________________________

____________________________________________________________________________________

____________________________________________________________________________________

PART B: DISCREPANCY:

____________________________________________________________________________________

____________________________________________________________________________________

____________________________________________________________________________________

PART C: PROPOSED CORRECTIVE ACTION:

____________________________________________________________________________________

____________________________________________________________________________________

____________________________________________________________________________________

TO BE COMPLETED: / /

Corrective Action Verified as effective: Yes No

Signed (Auditor) ________________________________

Date Completed: / /

INTERNAL AUDIT REPORT

Version 2

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11. APPENDIX 1 – ORGANISATION CHART

MB Health & Safety Ltd The Formwork Company Limited

Unit 1 Hedley Avenue Unit 1 Grove Farm

Grays North Road

Essex RM20 4EL South Ockendon

Essex, RM15 6SS

Office: 01375 398998

Fax: 01375 398959

[email protected]

Office: 01708 859444

Fax: 01708 856655

[email protected]

Graham Dockrill 07889 178024 Aaron O’Brien 07711 329079

Russell Retigan 07850 707837

Operatives

Health & Safety Advisor

MB Health & Safety

Director

Aaron O’Brien

Administration

Supervisors

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12. APPENDIX 2 – SAFETY POLICY STATEMENT

Safety Policy Statement

The Formwork Company Limited are committed to providing and maintaining a

working environment that ensures the health and safety of our employees, self

employed, customers, contractors and visitors. We want to prevent accidents and

illness by making sure that Health and Safety considerations are at the heart of

everything we do.

The Formwork Company Limited recognises that the talent and energy of the men and

women, who work for them, are its most valuable assets. Everyone who works at The

Formwork Company Limited is encouraged to actively take part in and support this

policy. The support of employees and self employed is necessary to achieve the

objectives of the Policy and it is made clear that Health and Safety is a responsibility of

equal standing with all other responsibilities.

The overall responsibility for Health and Safety lies with the Aaron O’Brien of The

Formwork Company Limited who will keep all personnel advised as to their

responsibilities and those of the Company, in respect to health and safety matters

detailed in the company organisation structure.

The Formwork Company Limited recognises and accepts its responsibilities under the

Health and Safety at Work Act 1974 and the Regulations which affect its activities. In

order to fulfil their obligations The Formwork Company Limited will:

Provide the necessary information, instruction, training and supervision to ensure the Health and Safety of its employees and others.

Provide and maintain plant and equipment with systems that are safe and without risk to health, a safe place of work and a safe system of work.

“So far as reasonably practicable” ensure that they will provide satisfactory financial resources and support needed to meet these objectives and the systems that are in place.

Ensure that effective planning, control, and monitoring of all sites are maintained.

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Identify substances that are potentially hazardous to health and make sure arrangements are made to control the risks they pose.

Make sure we have effective arrangements in place to deal with injuries and reduce the effects of any incidents that could result in injury, ill health or damage to the environment.

The Director and employees, self employed at The Formwork Company Limited will

strive to improve the health and safety culture throughout the Company at all levels.

This policy will be subject of an annual review by The Formwork Company Limited to

ensure its continued effectiveness.

Director Signature: …………………………... Date: ………………………

Review date: June 2011

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Quality Manual