How firms can get it right first time, every time

A successful result demonstrates orders are processed in a controlled way “right first time, every time”. It gives companies a competitive edge and is often a mandatory requirement in the public sector with PQQs (pre-qualification questionnaires) before the invitation to tender.

1. Operate the system for at least four to six months with everyone aware and a full set of controlled documents and records in place effectively controlled by the management representative.

2. Ensure all internal audits have been completed in accordance with your schedule by a qualified auditor with Corrective Action Reports documented and acted upon.

3. Conduct at least one management review meeting with minutes taken of clear actions, dates and ownership.

4. Distribute a quality policy backed by objectives that are being measured to demonstrate adequate performance

5. Establish a full set of training records for employees; clearly define responsibilities and levels of authority and identify training needs and requirements, usually by a skills matrix

6. Demonstrate that processes are identified, documented and adhered to and that orders are processed in a controlled manner in order to meet customers’ requirements.

7. Keep stock, orders and non-conforming products clearly identified around the premises and sub-contractors.

8. Ensure purchases are made from a list of approved suppliers and sub-contractors and conduct regular measurement of their quality and delivery.

9. Carry out planned inspection and ensure adequate storage, handling and preservation of material from goods inwards, in processing through to despatch, plus site installation if relevant.

10. Collect customer satisfaction data as well as your own quality and delivery records.