QUALITY MANUAL
(Version 1 – Printed on 12 March 2016)
Franki Foundations UK Ltd VERSION 1 (12/03/2016)
FRANKI FOUNDATIONS UK LTD
QUALITY MANUAL
Table of Contents
1.
INTRODUCTION ........................................................................................................ 1
2.
THE ISSUE STATUS .................................................................................................... 2
3.
OVERVIEW OF FRANKI FOUNDATIONS UK LTD ........................................................... 3
4.
THE QUALITY POLICY................................................................................................. 4
5.
THE SCOPE OF REGISTRATION ................................................................................... 5
6.
OUR QUALITY OBJECTIVES ........................................................................................ 6
7.
MANAGEMENT RESPONSIBILITY................................................................................ 7
8.
RESOURCES .............................................................................................................. 8
8.1 Human Resources............................................................................................ 8
8.2 Infrastructure .................................................................................................. 8
8.3 Document Control and Control of Records ....................................................... 9
8.4 IT System ........................................................................................................ 9
9.
OPERATIONAL PROCESSES (PRODUCT REALISATION) ............................................... 10
9.1 Enquiry to Tender and Contract Process ......................................................... 11
9.2 Contract Design, Build and Completion Process .............................................. 12
9.3 Purchasing Process ........................................................................................ 13
9.4 Corrective/Preventative Action – Control of Non Conforming Product ............ 14
9.5 Complaint Management ................................................................................ 14
10.
MEASUREMENT, ANALYSIS AND IMPROVEMENT ..................................................... 15
10.1 Client Satisfaction ......................................................................................... 15
10.2 Internal Audits .............................................................................................. 16
10.3 Example Audit Report ................................................................................... 17
12.
APPENDIX 1 – ORGANISATION CHART ..................................................................... 18
GECCO2 VERSION 1 (12/03/2016)
FRANKI FOUNDATIONS UK LTD
QUALITY MANUAL
1. INTRODUCTION
This document is the Quality Manual (QM) of Franki Foundations UK Ltd. It is the property of Franki
Foundations UK Ltd and is a controlled document.
The purpose of the QM is to provide an overview of Franki Foundations UK Ltd, the activities it carries
out and the quality standards of operation it conforms to. It carries information about where
procedures information is located and the detailed information on Documentation Requirements for
essential procedures e.g. document control, control of records, control of non-conforming product;
internal audit and corrective/preventative action.
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2. THE ISSUE STATUS
The issue status is indicated by the version number in the footer of this document. It identifies the issue
status of this Quality Manual.
When any part of this Quality Manual is amended, a record is made in the Amendment Log shown below.
The Quality Manual can be fully revised and re-issued at the discretion of the Management Team.
Please note that our policy for the Control of Records means that this Quality Manual is only valid on day
of printing.
Issue
1
Amendment & Date
Initials
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3. OVERVIEW OF FRANKI FOUNDATIONS UK LTD
Franki Foundations UK Ltd is a UK based operation, drawing on local expertise and resources and offering
a wide spectrum of foundation solutions. Our management structure is supported by Designers,
Estimators, Site Crew and Administrators, capable of completing demanding and innovative projects.
We are in a unique position with partner organisations to offer a complete foundation solution in one
package.
From high profile projects to smaller private commissions, from industrial and commercial contracts to
social housing projects, we apply our expertise to address the unique challenges of each individual
project.
Our strong commercial performance is based on:
 Ability to deliver on or ahead of schedule and budget.
 Commitment to ongoing research and development.
 Commitment to staff development.
From the crucial, early project design and planning stages to final formal feedback from our clients, we
work to understand your needs and continually seek to improve our service. Through our approach, we
make the most of resources and our clients save cost.
For more information about Franki Foundations UK Ltd please visit www.frankifoundationsuk.co.uk
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4. THE QUALITY POLICY
It is the policy of the company to maintain a quality system designed to meet the requirements of EN ISO
9001:2008 in pursuit of its primary objectives.
The company’s Quality Assurance Manual defines our quality objectives and key procedures.
Customer service is an essential part of the quality process and to ensure this is fulfilled, all employees
receive training to ensure awareness and understanding of quality and its impact on customer service.
To ensure the company maintains its awareness for continuous improvement, the quality system is
regularly reviewed and is subject to annual audit.
The requirements of the company’s quality system are mandatory and all company personnel have a
responsibility and obligation to it.
Craig Macklin Managing Director
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5. THE SCOPE OF REGISTRATION
THE DESIGN, CONSTRUCTION AND ASSOCIATED IN PROCESS TESTING OF FOUNDATION SYSTEMS FOR
COMMERCIAL AND DOMESTIC APPLICATIONS.
EXCLUSIONS
THERE ARE NO EXCLUSIONS.
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6. OUR QUALITY OBJECTIVES
We aim to provide a professional and ethical service to our clients. In order to demonstrate our
intentions, we have identified the following Quality Objectives:






To maintain an effective Quality Assurance System complying with BS EN ISO9001:2008.
To be our client’s preferred choice.
To be a positive force in the industry, always striving to exceed the customers’ expectations and
go the extra mile.
To achieve and maintain a level of quality which enhances the Company’s reputation with
customers.
To ensure compliance with relevant statutory and safety requirements.
To endeavour, at all times, to maximise customer satisfaction with the services provided by
Franki Foundations UK Ltd.
To minimise the environmental impact of what we do.
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7. MANAGEMENT RESPONSIBILITY
The management structure of Franki Foundations UK Ltd is shown as an organisation chart (see Appendix
1) the chart shows functional relationships and responsibilities.
Management ensures:
That the ongoing activities of Franki Foundations UK Ltd are reviewed regularly and that any required
corrective action is adequately implemented and reviewed to establish an effective preventative
process.

That employees have the necessary training and equipment to effectively carry out the work.

That internal audits are conducted regularly to review progress and assist in the improvement of
processes & procedures.
Weekly operations meetings are held which feed into our monthly management meeting. Minutes are
taken and circulated.
Typical agenda items for the monthly management meeting include: Business Development
 Finance
 Projects
 Human Resources and Sub-Contractors
 Suppliers
 Quality, Health Safety and Environmental
We have a designated Management Representative who is responsible for the maintenance,
measurement and review of our Quality Management System who is ????.
Management is committed to providing high quality service to both internal and external customers and
has a shared responsibility for the control of non-conforming products and corrective/preventative
actions.
8. RESOURCES
8.1 HUMAN RESOURCES
The deployment of our human resources is managed centrally by our directors.
All employees have the necessary training needed to meet their job requirements.
This training includes but is not limited to:

Health and Safety
CPD is undertaken on the job as one to one training and also by individuals as part of the requirement
of their respective professional bodies
Annual reviews are undertaken which identify individual training requirements. These requirements are
entered into a training log.
All employees have employment contracts and along with these, copies of any qualifications, professional
memberships and CV’s are held in individual personnel files.
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Contractors
We only use the services of contractors with proven performance and reputation. Prior to the
appointment of contractors for a project we ensure that they have the relevant valid construction
industry tickets.
8.2 INFRASTRUCTURE
All of our administration is conducted at our Head Office in Curdridge. This includes:


Client Contract records
Project Records
Personnel records
8.3
DOCUMENT CONTROL AND CONTROL OF RECORDS
All client related documents are identified by a sequential numbering system, in this respect, for projects
in their enquiry stage we use an ‘E’ followed by an enquiry number, followed by the year. For example
E/001/08 using series of indexed ‘green’ folders. When an enquiry turns into a contract, a similar ‘C’
numbering system is used, for example, C/001/08 using a series of indexed ‘orange’ folders. Our enquiries
and contracts are also managed electronically using our ???? contract management software. We also
have records for personnel, purchases orders, plans, drawings, plans etc. Our product realisation
processes in section 9 are designed to manage and control all stages of our document receipts and
production by relating to our extensive procedures.
8.4 IT SYSTEMS
Our IT systems are backed up daily to a remote server.
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9.
OPERATIONAL PROCESSES (PRODUCT REALISATION)
Franki Foundations UK Ltd is responsible for both the planning and delivery of its services and has
comprehensive processes and procedures in place to achieve this. Our Enquiry to Tender and Contract
Process is shown in the chart in Section 9.1 and our Contract Design, Build and Completion Process is
shown in the chart in Section 9.2 overleaf. These process charts relate to other comprehensive processes
and procedures that we undertake.
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9.1
ENQUIRY TO TENDER AND CONTRACT PROCESS
ENQUIRY &
Book in onto ???? as
an enquiry ‘E:’
Number
Enquiry (
TENDER STAGE
Score & Prioritise Enquiry
N
Send decline letter
stating reason
>55%
Y
Check & Ensure all
documents & are
updated / revised as
appropriate
Then Grade as A,B,C or D
Printed & placed in ‘green’ file
broken down into 9 sections
Design Mods
To Technical Dept to produce
technical design
Check ‘back
to back’
agreements
& T&C’s
To Estimating Dept to
produce final bid document
To Technical Design
Procedures
in accordance with industry
design software & codes)
To Project Bid Management
Process / Procedure
Formal Enquiries sent to
approved suppliers
Logged onto ???? & Assigned
an ‘owner’
Review of
timescales, costs,
options etc.
Full tender sent to client by
email & hardcopy posted
Tender clarification meeting
N
Investigate why +
update ????
Tender
Won
Y
CONTRACT
STAGE
All papers transfer from green
to orange files and sequential
‘C’ number Assigned
Contract handover meeting
from tender team to
contracts team
To 9.2
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.Appoint contracts
and commercial
managers
FRANKI FOUNDATIONS UK LTD
QUALITY MANUAL
9.2
CONTRACT DESIGN, BUILD AND COMPLETION PROCESS
From 9.1
Y
External Contract Teams?
Contract Design Process
(e.g Steel, concrete,
Contract Design ‘Owner’
Assigned
construction, slab, testing,
engineering)
Contract Design produced /
revised & signed off
Checked by competent person
Contract Manager
Project Plan,
Risk Assessments,
COSHH, Quality Plan
Issued for comments to client by
hardcopy / email
Y
Any
changes?
N
Confirm cost & T&Cs with
Suppliers
Send letters of intent to
agreed ‘back to back’
pricing, delivery program
& start dates
Project Management Plan (PMP)
& design approved by client
N
Installation
in
accordance
with design?
Y
Mobilise site & site induction &
appoint GECCO2 site team
Build to contract design in
accordance with PMP
CM & QS produce application
for work carried out & client
agreement for payment under
T&Cs & issue Stage
Invoice(s)
Project Closure Meeting &Final
Sign Off
Final Application agreed &
Final invoice issued
Internal Closure meeting to
discuss feedback and
contract summary
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Various testing
as work
progresses in
accordance
with PMP and
client sign off
Satisfaction Feedback
questionnaire completed
and signed by client site
representative
FRANKI FOUNDATIONS UK LTD
QUALITY MANUAL
9.3
PURCHASING PROCESS
All main purchases are made under strict control by our Head Office in Curdridge from our approved list
of suppliers. Purchases are verified as being up to standard by purchasing from approved recognised
sources. Our core purchases are hire of construction equipment, construction materials and skilled
labour and subcontractors.
9.3.1
Purchase Policy for Hire of Equipment
Where our project plan requires the hire of construction equipment, we first ensure that we obtain the
best price and that equipment is fit for purpose, has a safety inspection certificate and that the operator
has the correct construction industry ticket. Where the equipment is used for testing, we ensure that we
have copies of the relevant valid calibration certificates. We then specify delivery details such as date
required on site. On completion of the hire requirement, our respective site foreman is responsible for
giving the ‘off hire’ notice to the supplier as indicated in the Project Management Plan.
9.3.2
Materials Supply Received Verification
Our materials verification is based on purchasing from recognised sources and in the case of chemicals
from responsible sources. Our site foreman or nominated person is responsible for checking the material
certificates and for signing the delivery note. Should there be a problem with materials this is sorted out
over the telephone and an action agreed regarding the materials with the supplier.
9.3.3
Skilled Labour and Sub Contractors
We select our skilled labour and sub contractors based on their expertise and quality of their work. Each
sub contractor is formally engaged by letter and is provided with a documented specification of the work
they are required to do. Details of our subcontractors are also held in personnel and contract files. Our
site foreman is responsible for verifying out subcontractors timesheets weekly.
9.3.4
Purchasing Reconciliation
All delivery notes and timesheets are collated by the respective site foreman and sent to Head Office
once a week where they are checked and reconciled with the respective orders by our quantity surveyor
or accounts manager.
9.4
CORRECTIVE/PREVENTATIVE ACTION – CONTROL OF NON
CONFORMING PRODUCT
Our comprehensive operational processes as described in 9.1 above have been designed to incorporate
Corrective and Preventative Actions and Control of Non Conforming Products and Services.
9.5 COMPLAINT MANAGEMENT
As part of our ongoing commitment to delivering quality services, we have a policy of dealing with all
complaints to the satisfaction of our customers. Disputes dealt with through our comprehensive dispute
procedures which is part of our operational processes described in 9.1 above.
All complaints will be reviewed by the Management Team of Franki Foundations UK Ltd.
Complaints in relation to quality of work
Active feedback is invited in relation to all aspects of the work. Where there is genuine grievance a formal
complaint will be logged, investigated and an assessment made of whether there is a basis for accepting
the complaint following our comprehensive dispute, complaint and claim procedures.
If accepted there will be a summary report of why the fault has occurred and specific corrective action in
relation to the work in question. If the complaint highlights a systematic failing standard procedures will
be adjusted accordingly.
Complaints in relation to personnel
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It is expected that employees of Franki Foundations UK Ltd will provide assistance to customers in a
professional, polite and helpful manner. If a complaint is received in relation to how a customer enquiry
or contact has been dealt with these will also be subject to logging and investigation. Where appropriate
further training or disciplinary measures may be taken.
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10.
MEASUREMENT, ANALYSIS AND IMPROVEMENT
10.1 CLIENT SATISFACTION
We believe that client satisfaction is an effective way of measuring the performance of Franki
Foundations UK Ltd. To do this we maintain close contact with our clients and actively involve them in
our planning and delivery processes. At the end of each project we ensure that a client satisfaction is
completed and we hold an internal project closure meeting to review how each respective project has
been executed.
We also use the continuous improvement model shown below and incorporate customer feedback and
Management Review.
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10.2 INTERNAL AUDITS
Internal audits are carried out regularly as part of our Quality System. We also audit our business
processes and the findings of these audits are reported in our periodic management meetings.
The internal audit process is as follows:INTERNAL AUDIT SUBJECT IDENTIFIED
Documentation/personnel to be audited is
specified on the Internal Audit Report
The audit is conducted and closed if no
actions are required – A report is produced
If any action is required-a re-audit is done to
check that the action was effective
The audit report is then completed and
Management agrees the audit schedule
on each
audit is reviewed with our ISO9001:2008
signedand
by feedback
the Internal
Auditor
accrediting body, the British Accreditation Bureau, as part of our annual audits.
INTERNAL AUDIT REPORTS ARE
REVIEWED BY MANAGEMENT
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10.3 EXAMPLE AUDIT REPORT
Version 1
05/07/2014
INTERNAL AUDIT REPORT
Date:
/
/
Open 
Audit:
Closed 
Area or Procedure to be Audited: .........................................................................................
Auditor: ...................................................................................................................................
Documentation Reference:....................................................................................................
Departmental personnel: .......................................................................................................
PART A:
OBSERVATIONS
................................................................................................................................................
................................................................................................................................................
................................................................................................................................................
................................................................................................................................................
................................................................................................................................................
PART B:
ANY DISCREPANCY IDENTIFIED
................................................................................................................................................
................................................................................................................................................
................................................................................................................................................
................................................................................................................................................
................................................................................................................................................
PART C:
PROPOSED CORRECTIVE ACTION
................................................................................................................................................
................................................................................................................................................
................................................................................................................................................
................................................................................................................................................
To be completed:
/
/
CORRECTIVE ACTION VERIFIED AS EFFECTIVE:
Yes

SIGNED (AUDITOR): ...............................................DATE COMPLETED:
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
No
/
/
FRANKI FOUNDATIONS UK LTD
QUALITY MANUAL
11. APPENDIX 1 – ORGANISATION CHART
Board of Directors
Craig Macklin
Business Development
Operations
Commercial
Estimators
Admin /Accounts
Technical
Management
Marketing
Quantity
Surveyors
Site Operations
Works Manager
& Supervisors
Design
Consultants
Foremen
Site Operatives
Contract
Management
Contracts
Managers
Contracts
Engineers
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HSE, QA, HR