January 2019
FPQ006 - Quality Policy Statement
Fall Prevent Ltd is committed to the continual improvement of its performance by the monitoring of quality issues and through involvement with customers, suppliers, regulatory authorities and the community.
To assist with the above, Fall Prevent Ltd has implemented a Management System.
Compliance and improvement is monitored by process measures and internal audits and is maintained by the timely implementation of preventive and corrective actions.
Meeting these standards is the responsibility of the entire team. Fall Prevent Ltd is therefore committed to working with all stakeholders to support effective operation of the company’s Quality Management System and the achievement of goals and specific Quality Objectives.
1. Overview and company history
1.1. Fall Prevent Ltd was established in 2018. The initial concept and core company business activity is as an installer and distributor of height safety related products to a customer network.
1.2. The design and implementation of the quality management system has been influenced by the particular business environment and risks associated with that environment. In addition, the system has been structured to support the varying needs of the business, its particular objectives, the services it provides, the processes it employs and its size and organisational structure.
1.3. The implementation of the system has been used to meet customer and statutory and regulatory requirements applicable to products and services. The implementation and interaction of the system processes are managed to produce the desired process outcome.
1.4. In relation to the policy the term “product” applies to the product intended for, or required by, a customer or the product realisation processes. This applies to any intended output resulting from a product realisation processes, including purchasing.
2. Quality Management System (QMS)
2.1. Fall Prevent Ltd has established a QMS in order to ensure that the company:
2.1.1. Meets or exceeds the requirements and expectations of its customers.
2.1.2. Continuously monitors, measures and improves customer satisfaction.
2.1.3. Continuously monitors, measures and improves its own performance.
2.2. Through meeting these objectives, Fall Prevent Ltd seeks to manage the effective implementation of their Height Safety Equipment and Training supply service.
2.3. The QMS is designed to assist with the identification, interaction, control, monitoring, analysis and improvement of all key business processes. These key processes are managed to ensure:
2.3.1. Conforming services are delivered.
2.3.2. Control methodologies are in place and effective.
2.3.3. Adequate resources are available (including competent personnel).
2.3.4. Non-conformities are prevented.
2.3.5. Measurable quality objectives are satisfied.
2.4. The effectiveness of the QMS is regularly audited, reviewed and improved.
3. Communication Process
3.1. Manufacturing Suppliers and Couriers shall be notified in writing within 12 hours of the fault being noted.
3.2. These companies shall be required to respond within a further 12 hours as to the stages for their quality complaints procedure to ensure immediate compliance.
4. Storage
4.1. All products shall be stored in line with the manufacturer guidelines on site at one of the BSI sites.
5. Stock Records
5.1. All products shall be recorded with the following information:
5.1.1. Date of delivery
5.1.2. Date of manufacture
5.1.3. Serial Number
5.1.4. Supplier reference
5.2. All documents referenced are stored in electronic form for the retention time specified.
5.3. This retention time is based on business, regulatory and customer requirements.
5.4. The data is stored in such a way as to allow easy cross-reference and retrieval, with key records stored on computer systems being backed up periodically.
6. Stock Rotation
6.1. All stock shall be rotated to ensure that all products are sold in the correct and required timeline from manufacture.
6.2. Any stock approaching stock date limit shall be offered out with a note stating the reduced life.
7. Management responsibility
7.1. Management commitment
7.1.1. Management commitment to the development, implementation and improvement of the management system is demonstrable through the continual communication of quality requirements, establishing and support of quality policy and objectives, the full participation in management reviews, and the provision of appropriate resources.
7.1.2. Senior management are responsible for providing the necessary resources in terms of both personnel and equipment to ensure that the processes outlined in the QMS are carried out throughout the entire service realisation process.
7.1.3. Trained auditors are used to ensure that the QMS is followed and that improvements that enhance customer satisfaction are carried out in a controlled manner.
7.1.4. Auditing is carried out by personnel independent of the process being assessed.
7.2. Customer focus
7.2.1. Customer satisfaction is monitored and enhanced through ensuring customer requirements for the services offered are determined and understood (whether fully specified or not). Customer satisfaction is monitored using appropriate and documented measures.
7.3. Planning
7.3.1. Quality objectives
7.3.1.1. Measurable objectives have been formulated and communicated to all personnel as appropriate. Procedures, processes and management system controls have been developed to help ensure that these objectives are met. The results of management system effectiveness and customer satisfaction monitoring is analysed and reviewed in conjunction with these objectives.
7.3.2. Management system planning
7.3.2.1. Planning activities are undertaken to ensure the requirements for quality will be met through the implementation and improvement of the management system. This includes maintaining the integrity of the system during any significant changes.
8. Other Responsibilities
8.1. Quality Auditor
8.1.1. The Quality Auditor is responsible for auditing of management system processes and reporting audit findings to the Management Representative.
8.2. Employees
8.2.1. It is the duty of all employees to act within the legal responsibilities imposed upon them and the company Quality Policy. All employees are to be familiar with the environmental policies and procedures of the company.
8.3. Visitors / business partners
8.3.1. Visitors / business partners are made aware of the Quality Management System, company policy and procedures. During their time on Fall Prevent Ltds sites, all visitors are to conduct their business with due consideration to create a minimum impact on the environment and observe the Fall Prevent Ltd Quality Policy.
9. Customer related processes
9.1. Determination of customer requirements
9.1.1. Fall Prevent Ltd review all enquiries, orders and contracts received from customers to ensure that their requirements can be met in full and any ambiguities resolved. This determination and capture of product requirements includes the clarification and agreement of customer requirements including activity scope and service requirements. Any requirements not specified by the customer but necessary for product or service implementation or compliance with any related statutory and regulatory requirements are also considered to be a part of this process.
9.1.2. Determination of output material / service level requirements include the statutory and regulatory requirements applicable to the activity and any additional requirements considered necessary by the MRF. This may include post service delivery activities. Post delivery activities may include actions under contractual obligations such as support services and supplementary services.
9.2. Review of customer requirements
9.2.1. All customer orders / contracts are reviewed to ensure that service, quantity and delivery requirements can be satisfied.
9.2.2. Orders or enquiries for new or non-standard services are reviewed and referred to the Managing Director to establish whether current processes and controls are suitable. Any changes to order requirements are reviewed and communicated to other functions within the company. Records of these reviews are maintained.
9.3. Customer communication
9.3.1. Capability, facility and service information is supplied to customers via web site, brochures, email and through direct sales / personal contacts.
9.3.2. Communications such as enquiries, quotes, orders and amendment details are appropriately stored and identified by customer and contract number.
9.3.3. Customer feedback is proactively sought via direct contact and satisfaction monitoring.
9.3.4. Complaints are documented and recorded in accordance with QP12, Monitoring, Measurement and Improvement.
10. Purchasing
10.1. Evaluation and selection of partners and suppliers
10.1.1. All suppliers to Fall Prevent Ltd shall be required to be accredited to ISO9000 or to have a similar documented quality process in place to ensure full process coverage.
10.1.2. Suppliers and subcontractors are selected on their ability to provide quality goods and services, delivered on time and at the right price. All suppliers, including outsource partners, are subjected to a supplier quality assurance process.
10.1.3. The level and depth of this process depends on the impact the supplied product or service has on service realisation. A list of approved suppliers is maintained, and their performance monitored.
10.1.4. Subcontractors are reviewed on an annual basis to establish their suitability to act on Fall Prevent Ltds behalf. Fall Prevent Ltd realise the importance of fostering good supplier relationships. All key suppliers have been made aware of requirements in terms of quality and regulatory requirements, delivery and price and they are encouraged to highlight any concerns they may have about meeting these requirements.
10.1.5. The criteria for selection and evaluation of suppliers are contained in the Purchasing & Subcontractor Procedure
10.2. Purchasing information
10.2.1. Numbered purchase orders are used for the purchase of all key goods and services. Order numbers are generated and recorded via a purchase order system.
10.2.2. Purchase orders contain sufficient details to accurately describe the product or services ordered and will be supported by detailed purchasing information such as supply agreements or specifications where appropriate.
11. Internal audit
11.1. Internal audits are performed periodically to verify the use and effectiveness of the quality systems. The audit programme is planned and published, taking into account the status and importance of the processes to be audited as well as previous audit results.
12. Control of non-conformity
12.1. Incoming Goods
12.1.1. Inspection Process
12.1.1.1. All goods on entry to the Inbound Goods area shall be inspected prior to delivery being signed for.
12.1.1.2. This shall also be in place for all goods delivered site or alternative address.
12.1.1.3. All goods once signed for shall undergo a thorough secondary inspection prior to being placed into Stock.
12.1.1.4. All serial numbers and manufacturing dates shall be recorded for traceability.
12.1.1.5. Stock shall be placed in manufacture date position within the correct stock location in the warehouse.
12.2. Faulty Product
12.2.1. On discovery of faulty product, whether during initial or secondary inspection the item shall be placed in the quarantine area.
12.2.2. The manufacturing supplier shall be informed in writing immediately of the fault.
12.2.3. Faulty product returned from a customer shall be entered into the quarantine area
12.2.4. The product will undergo an internal inspection to determine whether the fault is manufacture, shipping or client-based damage.
12.2.5. If the fault is found to be manufacture, then the manufacturing supplier shall be notified of the fault.
12.2.6. Should the fault be caused by Shipping then the courier shall be notified.
12.2.7. Should the fault be client based then the client shall be notified, and the product dealt with in line with the discussions.
12.3. Records of non-conformity are maintained and analysed as part of Management Review. Output material or service non-conformities are reviewed by authorised staff in order to determine any remedial action and outputs are subsequently inspected.
13. Improvement
13.1. Continual improvement
13.1.1. Opportunities for continual improvement will be identified through the review of quality policy, objectives, audit results, analysis of data, corrective and preventive actions and management review.
13.1.2. Improvements identified and implemented, and the resulting benefits are monitored and the results reported at the management review.
13.2. Corrective action
13.2.1. Any non-conformities will be analysed to develop corrective actions that eliminate cause and prevent recurrence. Monitoring, Measurement and Improvement Procedure QP10 outlines requirements for:
13.2.1.1. Reviewing non-conformities, including customer complaints.
13.2.1.2. the cause of non-conformities.
13.2.1.3. Evaluating the need for action to prevent re-occurrence.
13.2.1.4. Determining and implementing action needed.
13.2.1.5. Recording results of action taken.
13.2.1.6. Reviewing corrective action implemented.
13.2.2. Customer complaints are recorded via the Quality Reporting system and are prioritised accordingly. The effective and timely implementation of corrective actions and complaint resolution is monitored.
13.3. Preventive action
13.3.1. A review of key processes will be conducted through audit or as indicated by quality data. This review will be used to identify and eliminate potential non-conformities. The implementation and maintenance of effective procedures is also part of preventive action planning.
13.3.2. Development of preventive measures also occurs as part of the service provision and contract planning process (risk analysis). Risk assessments are produced for all new service operations / contracts. In addition, a process of continuous review is applied to all services and processes to identify possible improvement opportunities.
To assist with the above, Fall Prevent Ltd has implemented a Management System.
Compliance and improvement is monitored by process measures and internal audits and is maintained by the timely implementation of preventive and corrective actions.
Meeting these standards is the responsibility of the entire team. Fall Prevent Ltd is therefore committed to working with all stakeholders to support effective operation of the company’s Quality Management System and the achievement of goals and specific Quality Objectives.
1. Overview and company history
1.1. Fall Prevent Ltd was established in 2018. The initial concept and core company business activity is as an installer and distributor of height safety related products to a customer network.
1.2. The design and implementation of the quality management system has been influenced by the particular business environment and risks associated with that environment. In addition, the system has been structured to support the varying needs of the business, its particular objectives, the services it provides, the processes it employs and its size and organisational structure.
1.3. The implementation of the system has been used to meet customer and statutory and regulatory requirements applicable to products and services. The implementation and interaction of the system processes are managed to produce the desired process outcome.
1.4. In relation to the policy the term “product” applies to the product intended for, or required by, a customer or the product realisation processes. This applies to any intended output resulting from a product realisation processes, including purchasing.
2. Quality Management System (QMS)
2.1. Fall Prevent Ltd has established a QMS in order to ensure that the company:
2.1.1. Meets or exceeds the requirements and expectations of its customers.
2.1.2. Continuously monitors, measures and improves customer satisfaction.
2.1.3. Continuously monitors, measures and improves its own performance.
2.2. Through meeting these objectives, Fall Prevent Ltd seeks to manage the effective implementation of their Height Safety Equipment and Training supply service.
2.3. The QMS is designed to assist with the identification, interaction, control, monitoring, analysis and improvement of all key business processes. These key processes are managed to ensure:
2.3.1. Conforming services are delivered.
2.3.2. Control methodologies are in place and effective.
2.3.3. Adequate resources are available (including competent personnel).
2.3.4. Non-conformities are prevented.
2.3.5. Measurable quality objectives are satisfied.
2.4. The effectiveness of the QMS is regularly audited, reviewed and improved.
3. Communication Process
3.1. Manufacturing Suppliers and Couriers shall be notified in writing within 12 hours of the fault being noted.
3.2. These companies shall be required to respond within a further 12 hours as to the stages for their quality complaints procedure to ensure immediate compliance.
4. Storage
4.1. All products shall be stored in line with the manufacturer guidelines on site at one of the BSI sites.
5. Stock Records
5.1. All products shall be recorded with the following information:
5.1.1. Date of delivery
5.1.2. Date of manufacture
5.1.3. Serial Number
5.1.4. Supplier reference
5.2. All documents referenced are stored in electronic form for the retention time specified.
5.3. This retention time is based on business, regulatory and customer requirements.
5.4. The data is stored in such a way as to allow easy cross-reference and retrieval, with key records stored on computer systems being backed up periodically.
6. Stock Rotation
6.1. All stock shall be rotated to ensure that all products are sold in the correct and required timeline from manufacture.
6.2. Any stock approaching stock date limit shall be offered out with a note stating the reduced life.
7. Management responsibility
7.1. Management commitment
7.1.1. Management commitment to the development, implementation and improvement of the management system is demonstrable through the continual communication of quality requirements, establishing and support of quality policy and objectives, the full participation in management reviews, and the provision of appropriate resources.
7.1.2. Senior management are responsible for providing the necessary resources in terms of both personnel and equipment to ensure that the processes outlined in the QMS are carried out throughout the entire service realisation process.
7.1.3. Trained auditors are used to ensure that the QMS is followed and that improvements that enhance customer satisfaction are carried out in a controlled manner.
7.1.4. Auditing is carried out by personnel independent of the process being assessed.
7.2. Customer focus
7.2.1. Customer satisfaction is monitored and enhanced through ensuring customer requirements for the services offered are determined and understood (whether fully specified or not). Customer satisfaction is monitored using appropriate and documented measures.
7.3. Planning
7.3.1. Quality objectives
7.3.1.1. Measurable objectives have been formulated and communicated to all personnel as appropriate. Procedures, processes and management system controls have been developed to help ensure that these objectives are met. The results of management system effectiveness and customer satisfaction monitoring is analysed and reviewed in conjunction with these objectives.
7.3.2. Management system planning
7.3.2.1. Planning activities are undertaken to ensure the requirements for quality will be met through the implementation and improvement of the management system. This includes maintaining the integrity of the system during any significant changes.
8. Other Responsibilities
8.1. Quality Auditor
8.1.1. The Quality Auditor is responsible for auditing of management system processes and reporting audit findings to the Management Representative.
8.2. Employees
8.2.1. It is the duty of all employees to act within the legal responsibilities imposed upon them and the company Quality Policy. All employees are to be familiar with the environmental policies and procedures of the company.
8.3. Visitors / business partners
8.3.1. Visitors / business partners are made aware of the Quality Management System, company policy and procedures. During their time on Fall Prevent Ltds sites, all visitors are to conduct their business with due consideration to create a minimum impact on the environment and observe the Fall Prevent Ltd Quality Policy.
9. Customer related processes
9.1. Determination of customer requirements
9.1.1. Fall Prevent Ltd review all enquiries, orders and contracts received from customers to ensure that their requirements can be met in full and any ambiguities resolved. This determination and capture of product requirements includes the clarification and agreement of customer requirements including activity scope and service requirements. Any requirements not specified by the customer but necessary for product or service implementation or compliance with any related statutory and regulatory requirements are also considered to be a part of this process.
9.1.2. Determination of output material / service level requirements include the statutory and regulatory requirements applicable to the activity and any additional requirements considered necessary by the MRF. This may include post service delivery activities. Post delivery activities may include actions under contractual obligations such as support services and supplementary services.
9.2. Review of customer requirements
9.2.1. All customer orders / contracts are reviewed to ensure that service, quantity and delivery requirements can be satisfied.
9.2.2. Orders or enquiries for new or non-standard services are reviewed and referred to the Managing Director to establish whether current processes and controls are suitable. Any changes to order requirements are reviewed and communicated to other functions within the company. Records of these reviews are maintained.
9.3. Customer communication
9.3.1. Capability, facility and service information is supplied to customers via web site, brochures, email and through direct sales / personal contacts.
9.3.2. Communications such as enquiries, quotes, orders and amendment details are appropriately stored and identified by customer and contract number.
9.3.3. Customer feedback is proactively sought via direct contact and satisfaction monitoring.
9.3.4. Complaints are documented and recorded in accordance with QP12, Monitoring, Measurement and Improvement.
10. Purchasing
10.1. Evaluation and selection of partners and suppliers
10.1.1. All suppliers to Fall Prevent Ltd shall be required to be accredited to ISO9000 or to have a similar documented quality process in place to ensure full process coverage.
10.1.2. Suppliers and subcontractors are selected on their ability to provide quality goods and services, delivered on time and at the right price. All suppliers, including outsource partners, are subjected to a supplier quality assurance process.
10.1.3. The level and depth of this process depends on the impact the supplied product or service has on service realisation. A list of approved suppliers is maintained, and their performance monitored.
10.1.4. Subcontractors are reviewed on an annual basis to establish their suitability to act on Fall Prevent Ltds behalf. Fall Prevent Ltd realise the importance of fostering good supplier relationships. All key suppliers have been made aware of requirements in terms of quality and regulatory requirements, delivery and price and they are encouraged to highlight any concerns they may have about meeting these requirements.
10.1.5. The criteria for selection and evaluation of suppliers are contained in the Purchasing & Subcontractor Procedure
10.2. Purchasing information
10.2.1. Numbered purchase orders are used for the purchase of all key goods and services. Order numbers are generated and recorded via a purchase order system.
10.2.2. Purchase orders contain sufficient details to accurately describe the product or services ordered and will be supported by detailed purchasing information such as supply agreements or specifications where appropriate.
11. Internal audit
11.1. Internal audits are performed periodically to verify the use and effectiveness of the quality systems. The audit programme is planned and published, taking into account the status and importance of the processes to be audited as well as previous audit results.
12. Control of non-conformity
12.1. Incoming Goods
12.1.1. Inspection Process
12.1.1.1. All goods on entry to the Inbound Goods area shall be inspected prior to delivery being signed for.
12.1.1.2. This shall also be in place for all goods delivered site or alternative address.
12.1.1.3. All goods once signed for shall undergo a thorough secondary inspection prior to being placed into Stock.
12.1.1.4. All serial numbers and manufacturing dates shall be recorded for traceability.
12.1.1.5. Stock shall be placed in manufacture date position within the correct stock location in the warehouse.
12.2. Faulty Product
12.2.1. On discovery of faulty product, whether during initial or secondary inspection the item shall be placed in the quarantine area.
12.2.2. The manufacturing supplier shall be informed in writing immediately of the fault.
12.2.3. Faulty product returned from a customer shall be entered into the quarantine area
12.2.4. The product will undergo an internal inspection to determine whether the fault is manufacture, shipping or client-based damage.
12.2.5. If the fault is found to be manufacture, then the manufacturing supplier shall be notified of the fault.
12.2.6. Should the fault be caused by Shipping then the courier shall be notified.
12.2.7. Should the fault be client based then the client shall be notified, and the product dealt with in line with the discussions.
12.3. Records of non-conformity are maintained and analysed as part of Management Review. Output material or service non-conformities are reviewed by authorised staff in order to determine any remedial action and outputs are subsequently inspected.
13. Improvement
13.1. Continual improvement
13.1.1. Opportunities for continual improvement will be identified through the review of quality policy, objectives, audit results, analysis of data, corrective and preventive actions and management review.
13.1.2. Improvements identified and implemented, and the resulting benefits are monitored and the results reported at the management review.
13.2. Corrective action
13.2.1. Any non-conformities will be analysed to develop corrective actions that eliminate cause and prevent recurrence. Monitoring, Measurement and Improvement Procedure QP10 outlines requirements for:
13.2.1.1. Reviewing non-conformities, including customer complaints.
13.2.1.2. the cause of non-conformities.
13.2.1.3. Evaluating the need for action to prevent re-occurrence.
13.2.1.4. Determining and implementing action needed.
13.2.1.5. Recording results of action taken.
13.2.1.6. Reviewing corrective action implemented.
13.2.2. Customer complaints are recorded via the Quality Reporting system and are prioritised accordingly. The effective and timely implementation of corrective actions and complaint resolution is monitored.
13.3. Preventive action
13.3.1. A review of key processes will be conducted through audit or as indicated by quality data. This review will be used to identify and eliminate potential non-conformities. The implementation and maintenance of effective procedures is also part of preventive action planning.
13.3.2. Development of preventive measures also occurs as part of the service provision and contract planning process (risk analysis). Risk assessments are produced for all new service operations / contracts. In addition, a process of continuous review is applied to all services and processes to identify possible improvement opportunities.
