Performance
In order for the company to improve its services and processes, it must have planned activities that monitor its operations. The following sections describe how the company seeks continuous improvement through those planned activities. The company will apply suitable methods for monitoring and, where applicable, measurement of the quality system processes. These methods shall demonstrate the ability of the processes to achieve planned results. When planned results are not achieved, corrective actions shall be taken to ensure conformity of the service to customers. Process measures may include:
Capability – Training, Competence, manpower and equipment availability
Reaction time – responses to requests for quotation, changes to customer requirements
The effectiveness and efficiency of the employees – records, monitoring of data
Utilisation of technologies
On time completion of projects
Payment Receivables
The company regards customer feedback as vital to its ongoing improvement process and has implemented procedures for the capture of actual and perceived customer satisfaction through opinion surveys, lost business analysis, complaints and compliments. The results are presented to management review for consideration and action as required.
The company has recognised the importance of collecting data from many sources on its performance, and has implemented procedures for the collection of data on its performance, through customer surveys/complaints, feedback and reports, internal auditing, supplier and operational monitoring. This data is collated and reported to the management review where appropriate follow up actions are considered.