Q&E Policy

Quality Assurance Procedures

1.0 General

The Organisation shall maintain a documented quality system, based upon identified interactive work processes, and with the aim of ensuring that:
> work activities are carried out in an approved and uniform manner;
> the quality policy and objectives are met;
> the effectiveness of the Quality management system is continually improved;
> the service provided corresponds with the stated requirements of the Client.

The documented procedures shall be contained or referenced in a series of documents (quality manual), access to which shall be made available to all personnel via the Breathe HR system.

2.0 Documentation requirements

The documented Quality management system shall include:
> a statement of the Organisation’s quality policy and objectives;
> documented procedures and records.
> These shall be contained or referenced in a quality manual, access to which shall be made available to all personnel.
> documents necessary to ensure the effective planning, operation and control of critical processes and their interactions.

The Organisation shall maintain documented procedures to control all documents, records and data, irrespective of media type and source. Documents from any external source shall be identified and their distribution controlled. All Quality management system documents, records and date, key project documents, records and data irrespective of media type or source shall be:
> readily identifiable and identify current status;
> recorded on a register or equivalent document control procedure identifying the current revision;
> issued through an authorised source;
> reviewed for adequacy by appropriately qualified and experienced staff prior to issue.

All Quality management system documents shall be issued and made available to all appropriate staff who perform operations essential to the effective functioning of the quality system. Invalid or superseded documents shall be promptly removed from all points of issue or be marked to avoid unintended use.

Changes to the project documents and data shall be reviewed and approved. Where practicable the nature of this change shall be identified in the document.

The Organisation shall maintain procedures for the identification, collection, indexing, access, filing, storage, maintenance and disposal of Quality management system and project records irrespective of media type. These shall include pertinent records from specialist sub-consultants.

3.0 Management responsibility

3.1 Management commitment

The Directors are committed to the development and implementation of the Quality management system, the continued improvement of its effectiveness by establishing the quality policy and objectives.

3.2 Client focus

The Organisation shall carry out an initial commission review, followed by periodic project reviews to ensure that:
> the services to be provided, and the organisation proposed for the project are adapted to meet the Client’s specific needs and expectations; are adequately defined and documented and are compatible with services to be provided by other consultants to the project;
> the Client’s specified requirements (project brief), and any subsequent changes are adequately determined and documented and, in cases where they are not complete or technically formulated, are translated into a complete technical brief prior to undertaking the detailed design stage of the project;
> the necessary resources are made available to provide a satisfactory service.

All with the aim of enhancing Client satisfaction with the service provided

4.0 Planning

The Directors shall ensure that:
> quality objectives are established for all relevant functions within the Organisation. The objectives shall be measurable through the use of developed or industry standard key performance indicators
> quality management system planning is carried out in order to meet the quality objectives
> the integrity of the management systems is maintained when changes are planned and implemented
> The quality objectives shall include those for meeting the requirements for our service.

5.0 Responsibility, authority and communication

The Directors shall ensure that adequate and appropriate communication channels are established within the Organisation, including communication relating to the effectiveness of the Quality management system.

6.0 Management review

The Directors shall carry out annual management reviews of the Organisation’s quality system in order to ensure its continuing suitability and effectiveness in satisfying the quality policy and objectives.

7.0 Resource management

7.1 Provision of resources

The Directors shall identify resource requirements and ensure that adequate and appropriate resources and personnel are made available to implement, maintain and continually improve the effectiveness of the Quality management system, and for the effective performance of all work, verification and validation activities.

7.2 Human resources

The Organisation shall maintain documented procedures for determining:
> the required competencies of all personnel who carry out activities that affect the quality of service provided;
> the identification and monitoring of training needs, and provide for the appropriate training;
> maintained records of staff training, qualifications and experience.

8.0 Infrastructure

The Organisation shall determine, plan, provide and maintain the infrastructure needed to achieve conformity, monitoring techniques shall be used to ensure compliance with any approved procedures.

9.0 Service realisation

Planning of service realisation The Organisation shall plan and develop the processes needed to provide the services offered. To this end, a documented and maintained Quality management system shall be implemented which defines the methods by which the Director’s stated objectives for quality, and quality of service to Clients are to be achieved.

10.0 Client-related processes

The Organisation shall determine and maintain documented procedures for reviewing the terms of engagement and the co-ordination of review activities.

All design input data applicable to a project, including applicable statutory and regulatory requirements, shall be identified, documented and reviewed.

Any variations in the services to be provided, or the organisation proposed for the project are to be adequately defined and recorded in the project documentation.
Records of commission reviews shall be maintained.

11.0 Design development

A quality plan shall be prepared for each project which shall identify the current programme and the members of staff responsible for the performance of each activity. It shall also identify in-house and external organisational and technical interfaces between design, construction and Client groups. Quality plans shall be implemented in conjunction with the Organisation’s standard plan of work.

All design input data applicable to a project, including applicable statutory and regulatory requirements, shall be identified, documented and reviewed. Design input shall be verified for completeness and any ambiguities or conflicting requirements shall be resolved with those responsible for imposing the requirements.

All design solutions shall be prepared in accordance with the established work procedures, documented in standardised form and expressed in terms which enable compliance with the design data to be readily verified and validated.

The documentation of design solutions shall:
> demonstrate that the completed design complies with the current technical brief;
> demonstrate that the designs comply with applicable statutory and regulatory requirements;
> identify acceptance criteria (tolerances, quality of workmanship and materials etc);
> identify (in the case of non-traditional design solutions) those characteristics of the design are crucial to the safe and proper functioning of the designated element.

Design output shall specify all aspects of workmanship and materials that affect the quality of the design and shall be reviewed before external issue.
Planned reviews of design solutions shall be conducted at defined design stages and the results recorded.

Design solutions shall be examined by appropriately qualified and experienced staff as part of the end of stage review. The design verification shall establish that design solutions comply with predetermined criteria and the results shall be recorded.

Design validation shall be performed upon completion of the commission in order to ensure that the design solution and service provided conforms to the Client’s stated requirements. Design verification may also be required at earlier stages.

Design changes and significant modifications shall be identified and documented. All proposed design changes shall be subject to review and formal approval by appropriate personnel before implementation.

12.0 Purchasing

The Organisation may sub-contract elements of its design or monitoring work to other organisations, however this would be agreed with the Client.
On occasions it is also necessary to appoint on behalf of the client or recommend the services of specialist firms to them. Although not acting as a sub-consultant to the Organisation, reasonable precautions are to be taken regarding their selection, issue of any work instructions and work monitoring.

The Organisation shall maintain procedures for the occasions where specialist work elements are sub-contracted to external specialist sub-consultants, and for the purchase of business critical services and equipment.

Work instructions shall contain the information for a specialist sub-consultant to provide services in accordance with their terms of engagement and shall be reviewed for adequacy prior to issue. The instructions shall:
> identify the scope of work to be undertaken;
> identify standards or performance levels to which the work should comply;
> identify the quality controls to be operated by the specialist sub-consultant during the course of the project.

Where required, a Client or his representative shall be afforded the right to verify work undertaken by specialist sub-consultants at their premises. In such cases, an appropriate clause shall be included in their terms of engagement.

Where the Organisation proposes to verify work being undertaken by a specialist sub-consultant at their premises, the required verification and issue arrangements shall be included in the terms of engagement.

13.0 Production and service provision

The Organisation shall maintain documented procedures setting out standardised systems for the identification and revision control of project documents.
Project documents shall be stored in such a manner as to ensure their preservation and easy traceability. The status of work in progress and completed work shall be clearly identified.

The Organisation shall maintain documented procedures for the control, verification and validation of design work.
Project documents shall not be issued for construction until it has been established that all in-house verifications have been completed.

Where the Organisation prepares as-built drawings or building maintenance manuals they shall be carried out in accordance with a documented procedure.

The Organisation shall maintain documented procedures for the control, verification, storage and maintenance of Client supplied documents and data. A register shall be maintained of all key information provided by the Client or Client-appointed consultant (instructions, drawings, specifications, schedules, minutes of meetings, etc) which identify the Client’s current specified requirements or which are used by the Organisation in providing a service.

Client-supplied information and Client-appointed consultant information shall be verified for compatibility and completeness, and to establish whether any changes in the Client’s requirements affect work previously undertaken by the Organisation.

The Organisation shall maintain documented procedures for the handling, storage, packaging and delivery of documents to prevent damage or deterioration occurring.

14.0 Control of monitoring and measuring devices

Specialised inspection, measuring and test equipment used by the Organisation shall be controlled, calibrated and maintained in accordance with a documented procedure.

15.0 Measurement, analysis and improvement

General

The Organisation shall maintain documented procedures for verification activities in order to ensure that the Client’s requirements for the service to be provided are met.

Where construction monitoring activities are performed by random sampling techniques, the sampling frequency shall be determined and updated to take account of the noted quality levels.

16.0 Monitoring and measurement

The Organisation shall endeavour to obtain measurable information relating to the Client’s perception of the service provided, through a series of standard questions. Responses received shall be analysed and the results used as one of the Organisation’s key performance indicators.

The Organisation shall maintain documented procedures for the planning and implementation of internal quality audits, to verify that all activities that affect quality of service are carried out in accordance with the requirements of the Quality management system, and to determine its effectiveness.

Audits shall be scheduled on the basis of status and importance of activities and shall be carried out by personnel independent from those having direct responsibility for the activity being audited.

Work undertaken by the Organisation shall be verified at predetermined stages.

Work shall not commence on a subsequent stage of the project until the approval of a Director or an authorised member of staff has been given.

Non-conforming or superseded documents and data shall be clearly identified.

Documents and data shall be verified prior to external release. Where for urgent reasons, it is necessary to release such documents prior to verification; this shall be identified on the document.

Records shall be maintained to demonstrate that all verification and review activities have been carried out.

Where the service being provided includes responsibility for the co-ordination of information, documents and data produced by other consultants shall be verified for compatibility and completeness in the same manner as Client-supplied information.

Documents and data provided by the Client or Client-appointed consultants shall be verified prior to internal or external release as appropriate. Where for urgent reasons, it is necessary to release such documents prior to verification; this shall be clearly identified on the document.

17.0 Control of non-conforming work

The Organisation shall maintain documented procedures in order to ensure that documents and data that do not comply with specified requirements are prevented from inadvertent use by means of adequate identification and segregation. The person or organisation responsible, together with other relevant functions shall be notified.

18.0 Analysis of data

The Organisation shall determine, assemble and analyse relevant data in order to demonstrate the suitability and effectiveness of the Quality management system. The results should also provide information to enable an evaluation to be made for the continual improvement in effectiveness of the system.

The analysis shall, as a minimum, provide information relating to:
> Client satisfaction
> conformity to service requirements
> the characteristics of identified processes, their trends and possible opportunities for carrying out preventive action
> suppliers to the Organisation

19.0 Improvement

The Organisation shall maintain documented procedures for the investigation and subsequent implementation of corrective and/or preventive action in cases where a deficiency is identified either in:
> the effective operation of the Quality management system;
> work produced by the Organisation;
> construction work being monitored by the Organisation

Actions taken to eliminate actual or potential non-conformities shall be appropriate to the magnitude of the problem and evaluated risk.

Records shall be maintained of any changes made to the documented procedures resulting from corrective and preventive action.

Q&E Policy
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"The bespoke design of the new office will give us more flexibility with our layout and greater collaborative working spaces to facilitate our bespoke working practices. It was important to us to work with businesses from across the region to bring our ambitions for our new office space to life so we’re pleased to have worked with the Enjoy Design team on this project.

Terry Jones — BDO

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