Quality Management
Management Systems and Processes
Glassmaze Networks is a client focus company which aims to understand our customer needs and develop our services around our client's exportations. We make sure our staff are competent to deliver our products and services in a client-focused manner whilst communicating with integrity at all times.
We aim to work collaboratively with our client's and make every meeting a positive experience because we believe people are our biggest asset.
Our Technical Programme Manager/Project Engineers are the key point of contact for clients and therefore, the company's brand, and hence we like to build a relationship based on:
· Listening first, then responding
· Be polite, honest and approachable
· Be informative by providing customer feedback throughout the processes.
· Respond to telephone messages, Emails and letters promptly.
· Ensure confidentiality
The senior project team is responsible for the maintenance and updating of client administration and to make sure all correspondence and communication with the client or suppliers is conducted using the appropriate tools and methods. Glassmaze Networks keep a formal record of all information regarding a project, which is a reference under the client's name, job reference number and job title.
The information contains:
· Project specification
· Project plan
· Specification for suppliers
· Quote for supplies
· Information supplied by the client
· Meeting notes, copies of emails and other correspondence
· Sign-off sheets
This ensures a consistent approach for all clients across all projects, and clients and suppliers have copies of all communication for reference throughout the project life cycle.
Project Reviews
Project reviews are scheduled at agreed stages to ensure the project is progressing to the client's satisfaction. The project schedule and project requirements will form the basis for discussion. On completion of a project, a review meeting takes place to make sure the project requirements have been fulfilled. This evaluation is valuable to ascertain the project deliverables met the client's expectations and enhances future works for continuous improvement.
Client reviews will be held on a weekly, bi-weekly or monthly basis depending on the scale of the projects and reasons for the meeting. When changes do occur Glassmaze Networks will implement its change control procedure allowing for highlighting the benefits
Change Control
On many projects, there are occasions when in the design phase, the design needs to be changed which can impact the project specification or timescales. In such cases, we will implement our change control procedure allowing for the issues to be identified and likely impact on the project managed in a controlled manner. Our policy is to ensure these are dealt with in a prompt, fair and courteous manner. All complaints are investigated and resolved by negotiating and agreeing on terms on an individual basis with a client based on the facts provided.
Quality Control
Glassmaze Networks operate a comprehensive management system enabling work schedules to ensure quality standards are maintained throughout all processes activities. The management system allows us to managed approval at each key stages enabling both parties to have a formal record of the project recorded information. This is a fundamental part of the process as it ensures both parties accountable for work produced and minimizes errors because the stage is monitored for consistency and accuracy.
Integrated Management Systems
Our integrated management system allows us to evaluate and monitor all business activities recording financial data, client activity and satisfaction, workflow, processes and personnel.
The integrated management is designed to capture every aspect of the company's activity is logged electronically and provides factual information on business processes and performance.
Our Best Asset
Our people are our best asset, and Glassmaze Networks makes sure every member of staff is supervised and equipped to do work safely and with knowledge. We encourage teamwork and sharing of ideas and skills amongst the team, in addition to achieving specialist industry sector knowledge. We operate a staff management structure to make sure each member of the team is motivated, and performance managed to achieve their potential.
Subcontractor
Our collaborative approach and value of communication are applied across all aspects of Glassmaze Networks Maze business relationships. Glassmaze Networks management team have over 20 years of working with suppliers and subcontractors to deliver to innovative solutions to clients and involve suppliers/contractors in the project management process at the earliest stage and maintain communication throughout.
Continual Improvement
Continual improvement is a permanent objective of Glassmaze Networks to make sure that the company can respond to client and market needs and be a sustainable business. Applying systems for continual improvement means that Glassmaze Networks performance, quality and function is continually reviewed, evaluated and improved upon.