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QUALITY

MANUAL

(Version 1 Printed on 11 July 2010)

QUALITY MANUAL

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

9.

8.1

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

8.2

Infrastructure ...........................................................................................10

8.3

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

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

THE FORMWORK COMPANY LIMITED VERSION 10TH MARCH 2010

QUALITY MANUAL

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

corrective/preventative action (please see Procedures Log)

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audit

and

QUALITY MANUAL

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

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Initials

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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 companys 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 companys 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 OBrien.

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 subcontracted. 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 subcontractors.

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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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Customer Enquiry Received
Tender/Quote produced & sent to client

NO
Client Accepts

Client set to Not Active

YES
Pre-Contract meeting conducted
Programme of works agreed

Purchase Order received


Method Statements produced
Health & Safety/Risk Assessments produced
H&S/Risk Assessments/Method Statements
approved

Start Date Agreed


Site Manager Allocated

Sub Contractors Appointed Plant & Materials


ordered

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


and Safety Inductions given
NO
Site Team signatures

Must be obtained to prove

obtained

briefing

YES
Job undertaken ongoing site meetings

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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 customers 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 in
Record Complaint

Complaints Log

Analyse Complaint

Notify complainant of
proposed action

Accepted?

Revise Proposed
Action

Take Action
Update
Record Action Taken

Complaints Log

End of Complaint

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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

NO

Quality of
Materials up to
specification?

Inform
supplier and
instruct them
to replace
materials

YES

Delivery Note sent to HQ and


checked to Purchase Order
book

Supplier Invoice details


verified for payment

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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:-

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

Feedback on each audit is reviewed with our ISO9001:2000 accrediting body, the
British Accreditation Bureau, as part of our annual audits.

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10.3 EXAMPLE AUDIT REPORT

INTERNAL AUDIT REPORT


Version 2

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:

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11. APPENDIX 1 ORGANISATION CHART

Director
Aaron OBrien

Health & Safety


Advisor
MB Health &
Safety

Administration

Supervisors

Operatives

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

Office: 01708 859444

Fax: 01375 398959

Fax:

info@mb-hs.com

info@formworkcompany.co.uk

Graham Dockrill

07889 178024

Russell Retigan

07850 707837

01708 856655

Aaron OBrien 07711 329079

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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 OBrien 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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