Quality Management System
QMS
The Quality Management System (QMS) is a set of standard procedures including integrated training and quality assurance, based around a custom built database. It is used to ensure that best practice is adhered to in all areas of the company and to provide a clear understanding of the quality of work being produced. The system allows Property Consortium UK Ltd to be flexible and pro-active in its approach to customer needs and quality control.
A bespoke quality management system
The system was designed to allow us to offer a service that adheres to FSA guidelines as demanded by our clients. The aim of the system was to:
- To create and maintain a set of standardised procedures
- To provide a transparent structure for quality checking, allowing production of quality management reporting
- To integrate training and appraisals in the system
- To integrate complaints handling and monitoring
The system is based around an access database to which every member of staff has access. It was a key design requirement that everyone is able to view their own quality records or review set procedures to allow the system to be fully transparent.
Standardised procedures
All procedures with Property Consortium UK Ltd are captured on the QMS database in step-by-step detail, from the most basic to the most complex of tasks. Each step is given a weighting, based on the impact that the failure to correctly carry out that step has on customer service. This is allows for a fair grade to be assigned when a set of work is quality checked. The system is designed to allow changes to be made quickly and to be circulated to the appropriate team members efficiently. New processes can be added at a moments notice and a training programme can be built based on the processes requirements. The system also allows any member of staff to suggest a change in process should they find a quicker or more efficient way of working.
Integrated staff training
All team members are given full training on each standard procedure as well as standard training required by law, for example Health and Safety, Data Protection and Environmental Policies. Training is initially provided on a one to one basis with a dedicated trainer. Once initial training has been given a “buddy” is assigned to the trainee while they undertake some mocked up work, which is quality checked. The trainee will sit a test and, provided they reach a minimum score, they will be signed off on the procedure. Depending on the score achieved in the test, a greater or lesser percentage of the new trainees work will be monitored until a good level is achieved. All training materials are available for review in our centralised version control folders.
Internal and external auditing
QMS selects a random sample of all work carried out to allow for internal auditing. Checks are carried out on this sample of work and a record of all errors or issues is maintained. From these internal audits we are able to produce a quality rating for each member of staff, each team and the company as a whole. Property Consortium UK Ltd also regularly audits a percentage of the work provided by our network contractors. The audits are carried out by experienced surveyors who ensure that all scheduled items have been carried out and all dimensions supplied are correct. The surveyor also ensures that the tradesmen were professional and courteous during the works.
Estimating and validation training
A key aspect of the service provided by Property Consortium UK Ltd is our team of dedicated technical advisors. This team consists of individuals who have a considerable knowledge of the building and insurance industry and who are provided with further training in all aspects of the business to a high standard of competence. The technical team review all quotes and estimates supplied by our network contractors to ensure that the job has been correctly scoped and priced. The team are trained to be able to validate claims as required and have achieved qualifications or are working towards qualifications from the Chartered Insurance Institute (CII). The information provided to insurers by our technical team ensures that they are given concise and accurate information on the damage that has been caused and a clear idea of the proximate cause.
System generated monitoring of contractors performance
From our integrated systems we are able to produce a great deal of information on our network contractors performance. This information includes time taken to reach key stages, i.e. confirm appointments, provide estimates and complete works. We also record all complaints received, however minor and produce information based on the type of complaint and how they were resolved. The information that is collated is utilised during contractor workshops to address any trends that are identified as performance issues. We are also able to provide this information to our clients to provide a clear monthly indicator of our performance.
All information centrally communicated
QMS ensures that everyone is working from a single set of instructions and that any changes to procedures or new procedures are communicated globally from a central point. Property Consortium UK Ltd also enforces a strict version control policy alongside QMS to make sure that all documents and procedures are correct and up to date.