Masurment Analysis & Improvement

Customer perception is regarded as one of the most important aspects of our business. As such, we measure the degree of customer satisfaction by reviewing feedback and the use of such methodologies as questionnaires. Whenever complaints are received from customers they are recorded , analyzed and enacted upon. A summary and analysis of customer complaints is presented for review at the management review meetings.

Internal audits are planned and performed to ensure that the quality management system continues to conform, that we are working in compliance with the system, that it has been fully implemented and that it is effective in assisting us with our quality objectives. People who are suitably trained and who do not perform the activity to be audited perform audits in accordance with a documented procedure. Audits are scheduled to ensure that the whole of the system is addressed at least twice annually and take accounts of the importance of each activity and its status with regard to previous audit results.

Suitable methods and criteria for monitoring of processes have been established. The processes are monitored on daily basis to ensure that the processes are capable of achieving product requirements and planned results. Wherever the problems are encountered corrections and /or corrective actions are taken to achieve product for control purposes.

Monitoring and measurement of characteristics of the product is carried out to ensure that the product requirements are met. This monitoring and measurement is carried out at incoming, in- process and final product stages in accordance with the Quality plan / work instruction. Records are maintained as an evidence of achieving acceptance criteria and authorizing the release of the product for use or dispatch.

In order to ensure conformity of product, we measure and monitor both products and the processes used to create them. Products are checked against defined criteria and records of deviations are maintained whenever any product/material is accepted under deviation/ concession.

Use of our Quality management system generates significant amounts of data as to the operation of the business. We gather this data in specific areas and analyze it to help us understand where improvements can be made. These areas include customer feedback, internal audits, inspection results, product and process non- conformance, supplier information etc.

Continual Improvement In order to better satisfy customers and become more successful as a business we strive to continually improve our quality management systems, products and processes. Our main tools for achieving this are our quality policy and objectives, management review meetings, internal audits, self-assessment, analysis of data, corrective and preventive actions. Where improvements are carried out, they are implemented and monitored as to their effectiveness.

Defined methods for taking corrective and preventive actions are documented as procedures. These ensure that these actions are properly identified and recorded to allow us to determine the root cause of the problem encountered. From this we can take appropriate action, which ensures that the problem is resolved and does not recur. In addition, we use the information gathered to help prevent potential problems from arising elsewhere in the business. All such action taken are recorded for ensuring the results and effectiveness. Corrective and preventive actions taken are reviewed in the management review meetings.