PLANNING AND QUALITY OBJECTIVES
The planning of the Quality Management System is guaranteed as follows:
The determination of internal and external issues, relevant interested parties, as well as their needs and expectations, the identification of risks and opportunities are considered when planning the QMS processes. The actions to be implemented risks and opportunities are integrated as appropriate, in the process description sheets, procedures, instructions and/or in the action plans associated with the dashboards.
The monitoring and analysis of data relating to the context are carried out by process pilots through an annual review.
The general management defines quality objectives to the process pilots in line with its strategic orientations and its policy.
Dashboards trace the objectives and their monitoring.
A QMS schedule is drawn up annually, it is reviewed at each modification of the QMS.
When changes to the system are planned, the objectives, consequences of these changes, as well as resources and responsibilities are taken into account to ensure the integrity of the quality management system.
PERFORMANCE EVALUATION
1- MONITORING, MEASUREMENT, ANALYSIS AND EVALUATION
A- MONITORING AND MEASUREMENT OF PROCESSES
A monitoring of the implementation processes is established continuously by the process pilots (Unit Managers, Department Heads and Branch Heads), the other processes of the quality system are monitored thanks to the objectives, internal audits, feedback from staff and customers. A summary of this information is made during the process review and management meetings.
B- CUSTOMER SATISFACTION
Sales process ensures measuring customer satisfaction through survey questionnaires / customer, congratulation letters, recognitions, complaints, analysis of the success of the offers. The procedure P1 defines the terms of this satisfaction measurement.
C- ANALYSIS AND EVALUATION
A permanent monitoring of the data generated by the monitoring and measurement is ensured by the process pilots and the Quality correspondents of each process, they are analyzed and used in Process and Management Review.
The results of the analysis are used to evaluate:
a) service conformity;
b) Level of customer satisfaction;
c) Performance and effectiveness of quality management system;
d) Effectiveness with which planning has been implemented;
e) effeciency of actions implemented regarding risks and opportunities;
f) performance of external service providers;
g) Need for improvement of the quality management system.
2- INTERNAL QUALITY AUDIT
QMS operation is measured by internal quality audits which allow:
- Ensuring that provisions provided for by the QMS are actually applied, evaluating the effectiveness of the QMS;
- Collecting sources of improvement.
Audits are planned for one year. The annual audit schedule is validated by the CEO and distributed to those concerned.
When establishing the audit schedule, LTPS takes into account the importance of the areas and activities to be audited, the changes having an impact on LTPS and the results of previous audits
Audits are carried out in accordance with the provisions made by procedure P-12.
3- MANAGEMENT REVIEW
In management review, assessments are used to measure the effectiveness and adequacy of the quality system and adopt new measures. One management review is planned per year. The half-yearly process reviews feed into the management review.
Process and management reviews are established in accordance with the provisions made by procedure P-13.
IMPROVEMENT
Any relevant improvement opportunity is taken into account to increase customer satisfaction.
COMMUNICATION
Communication is the real catalyst for any action within LTPS.
Provisions for internal/external communication are defined in the process sheets (input and output data), actions associated with the interested parties and LTPS communication plan
COMMUNICATION WITH CUSTOMERS
From the first contact with customers, LTPS establishes communication with their corespondances ; this communication is ended only once final acceptance has been pronounced.
This communication is structured around the following points :
Collecting information on the services provided/to be provided,
Analysing specifications, draft contracts, advances, markets and purchase orders;
Managing or controling customer's property;
Handling customer complaints;
Establishing specific requirements relating to emergency actions, if applicable;
The issue of a service evaluation questionnaire.