System Improvement

Measurement and Monitoring

Client Satisfaction

Client feedback, both positive and negative, is welcomed by Picasso Builders. This information is one means by which the Organisation measures and monitors performance.

Any negative Client feedback is recorded on Improvement Request FM 02 and registered in the Improvement Request Log to follow up recorded issues to a mutually satisfactory resolution with the Client.

Client feedback is also sought proactively through the use of Client Feedback FM 01 when billing the Client.

Monitoring and Measurement of Processes

Picasso Builders uses various methods for monitoring and measurement of processes necessary to meet Client requirements. These methods include:

• Regular project review/program meetings,

• Three-monthly Workplace Committee Meetings,

• Half-yearly Management Review Meetings, and

• Supplier performance reviews during each major contract.

Records of these meetings and reviews are maintained.

Internal Audit

An Audit Program or Plan is maintained with such scope as to ensure that all aspects of the Business Management System are audited, including quality, environment and safety aspects.

The frequency of such audits is determined according to the results of previous audits and the significance of individual system activities.

The scheduling, auditing and reporting is performed in accordance with P-04 Internal Audits.

Internal audit reports are used by Management when reviewing the continued effectiveness of the Business Management System.

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Measurement and Monitoring of Product

General

• During the contract review stage and/or at the time of preparation of the Project Plan or an ITP, Picasso Builders will ensure that all materials or supplies will be inspected and/or tested, as required under the contract prior to incorporation into the works.

• Necessary inspection and testing is documented in accordance with Inspection and Test Plan obtained from the ITP Index and tailored to suit the project:>

  • Receiving Inspection and Testing:>

    • All purchased materials and components are subject to a combination of ordering from a reliable source and receipt inspection if any doubt exists of the product conformity.

    • Where incoming product is released without having been inspected, a record of the same is made to allow for recall and replacement in the event of non-conformance to the specified requirements.

  • In process inspection and testing:>

    • Inspection and Test Plans for each major construction activity contain details of inspection/test methods and acceptance criteria.

  • Final inspection and testing:>

    • All finished product is subject to final inspection and test by both in-house and construction authority personnel.

    • Verification of previous inspections and tests form part of the final inspection and test activity.

    • No product is released until all the activities specified in the PMP, ITP or other defined instructions have been satisfactorily completed and verified.

  • Inspection and test records:>

    • Picasso Builders uses P-02 Records Control to provide evidence of the release authorities who can verify that each project has passed relevant inspection or tests within defined acceptance criteria.

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Control of Nonconforming Product

Picasso Builders maintains control over non-conformances of purchased, Client supplied and in-house products and services in accordance with P-08 Improvement (including the control  of nonconformity).

All non-conforming product are identified and segregated (where practical) from the area of activity, to prevent inadvertent use.

Product and Service Non-conformances are documented in Improvement Request FM 02 giving details of the product type, deviation from standard and quantity.

Environmental and Safety non-conformances are documented in Accident, Incident, Non-conformance Reports of which an electronic copy can be obtained through Safety Forms Index.

Review and Disposition

Non-conformance details are passed for review and disposition to the Project Manager, who in turn contacts other staff as appropriate for comment.

• The review of non-conforming product decides whether the item is to be:>

  • reworked;

  • subject of an application for concession to the Client;

  • scrapped;

  • returned to supplier.

Where the product is released under concession by the Client, details of the non-conformance that was accepted and any repairs or rework undertaken are recorded.

The Project Manager is responsible for controlling further processing, delivery or installation of non-conforming product until the non-conformance has been corrected.

All repaired and reworked product are re-inspected, in accordance with documented procedures, before such product is released.

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Analysis of Data

Improvement

Senior management undertakes continual reviews and analysis of the operation of the Organisation’s activities. Picasso Builders collects and analyses appropriate data to determine the suitability and effectiveness of the Business Management System and to identify any improvements that can be made.

• Data collected for analysis can include:>

  • Records of Client satisfaction and/or dissatisfaction,

  • Conformity to product requirements,

  • Audit results, both internal and external,

  • Characteristics or trends in the timely implementation of agreed actions, and

  • Suppliers’ performance assessments.

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Continual Improvement

Picasso Builders staff at all levels are actively encouraged to forward ideas and suggestions to Management Review for ways to improve the Business Management System. Senior management recognises the need for all employees to understand and feel comfortable using the system.

Corrective and Preventive Action

The responsibility and authority for initiating corrective and preventive action is defined in P-08 Improvement including control of non-conformity.

Non-conformances are recorded and the records reviewed to determine the causes of non-conformance. Appropriate corrective and preventive action is implemented to avoid any recurrence of the non-conformance.

The review of non-conformance includes a review of processes; reject reports, inspection and test reports, maintenance reports and Client complaints.

Where corrective action results in change to existing procedures, such changes are recorded and communicated to the appropriate personnel.

Corrective actions are reviewed to ensure that they have been correctly implemented and remain effective.