INCENTIVE FACILITIES MANAGEMENT GROUP LTD
integrating
Incentive FM Ltd
&
Incentive QAS Ltd
QUALITY SYSTEM MANUAL
**Commercial in confidence**
INCENTIVE FACILITIES MANAGEMENT GROUP LTD
Quality Management Systems Manual
Table of Contents
Document Control.................................................................................................................................... 3
1.Company Quality................................................................................................................................... 4
1.1. Policy ....................................................................................................................................
2.Mission and Vision Statements............................................................................................................. 5
2.1. Vision .................................................................................................................................... 5
2.2. Mission ................................................................................................................................. 7
3.Introduction .......................................................................................................................................... 6
3.1. History ..................................................................................................................................
3.2. Core Values ..........................................................................................................................
4.Quality Assurance and Control ............................................................................................................. 7
5.Scope and Exclusions ............................................................................................................................ 8
5.1. Scope ....................................................................................................................................
5.2. Exclusions .............................................................................................................................
6.Interaction of Processes ISO 9001:2008 Reference 4.1 ........................................................................ 9
7. Flow-Chart For The Provision of Security Services…………………………………………………..........................10
8. Flow Chart For The Provision of Consultancy Services…………………………………………………………………….11
9. Documented Procedures………………………………………………………………………………..................................12
10. Management Responsibility .............................................................................................................. 13
10.1. Management Responsibility............................................................................................... 13
10.2. Management Commitment................................................................................................ 13
10.3. Client Focus ........................................................................................................................ 13
10.4. Quality Policy...................................................................................................................... 13
10.5. Quality Objectives .............................................................................................................. 13
10.6. Responsibility, Authority and Communication .................................................................. 14
10.7. Management Representative ............................................................................................ 14
10.8. Management Review ......................................................................................................... 14
10.9 Management Structure…………………………………………………………………………………………………..15
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INCENTIVE FACILITIES MANAGEMENT GROUP LTD
Quality Management Systems Manual
Document Control
Distribution List
MASTER COPY
Organisation
INCENTIVE FACILITIES MANAGEMENT GROUP LTD
Revision History
Version
Version 1.0
Version 2.0
Version 3.0
Date
1/4/2009
6/8/2012
20/2/2013
Comments
Master Controlled Copy – retained at H/Q
Master Controlled Copy – retained at H/Q
Master Controlled Copy – retained at H/Q
Referenced Documentation
NOTE:
Any errors, omissions or additions to the Quality Manual, which are considered necessary,
should be directed to the Management Representative.
The Management Representative will monitor any changes to Quality Management System
documents in a controlled manner.
The contents of this manual should be referred to regularly and used as a reference guide.
Extracts of the Quality Manual are for circulation within the organisation only. The Manual or
extracts of it must not be passed or copied to other companies or persons outside the
organisation without the permission of the Managing Director.
Responsibility for the maintenance and circulation of the Manual (or extracts) is that of the
Management Representative.
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INCENTIVE FACILITIES MANAGEMENT GROUP LTD
Quality Management Systems Manual
1.
Company Quality
QUALITY POLICY STATEMENT
Our aim is to become the first choice in the provision of
Facility Management, Cleaning & Ancillary Services
and
establish an industry wide reputation for excellence in service provision.
We will meet the requirements of the
ISO 9001:2008 Quality Management System
ensuring every member of the team is committed to establishing objectives for
key aspects of service delivery
and
industry related standards and all legislative and regulatory requirements.
Incentive FM Group Ltd is totally committed to the process of continual
improvement and takes measurements to ensure that our objectives will be
achieved.
Signed
Mr J Waud
Managing Director
Dated 21 February 2013
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2.
Mission and Vision Statements
Our Vision
We will be the FM provider who customers want to
partner with, suppliers want to work with and
people want to work for.......
Our Mission
To exceed all our stakeholders objectives and
deliver continued year on year profitable growth to
exceed £50m turnover by March 2015.......
Our Values
We are a business that combines enthusiasm with
experience where our employees can work in an
environment
that
is
creative,
sociable,
hardworking and fun...
Our core values are integrity, respect and loyalty
and these underpin everything we do. We operste
within strict legal and ethical guidelines...
We trust our staff and allow them the freedom to
make the right decisions...
We will be open with our clients and allow for a
true partnership to be established where all
benefit...
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2.
Introduction
Incentive FM is a dynamic independently owned facilities management that regularly helps clients save
at least 20% from their facilities and maintenance costs, whilst working closely with them to achieve
considerable service improvements. Its unique 'Risk & Reward' proposition, which is based on cost
savings matched against compliance and service delivery goals being achieved, guarantees customers an
open and mutually incentivised relationship.
The company has a number of clients in the retail, finance, prestige head office and manufacturing
sectors. Working closely with each customer, Incentive FM Group Ltd provides a bespoke solution that
brings financial value, statutory compliance and business efficiency.
It prides itself in its strong relationships with customers who include: Colgate-Palmolive, and Cushman &
Wakefield, The Nottingham Building Society, Pall Europe Ltd, Police Authorities, Covent Garden and
Marks & Spencer.
The success of Incentive Facility Management Group Ltd is built around the organisations core values.
Integrity
Respect
Loyalty
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3.
Quality Assurance and Control
Incentive Facilities Management Group Ltd maintains a comprehensive Quality Management System
(QMS), covering the requirements of ISO 9001:2008 and ISO 14001:2004 (Environmental Standard)
and defining all the operational and quality activities necessary to ensure that all project deliverables
conform to client requirements.
The QMS has the full support of the Management Team.
The QMS is maintained by the Management Representative, who has authority and responsibility for
ensuring that adequate procedures, plans and processes are in place to provide a common approach
to quality assurance throughout the organisation.
The Management Representative and the Management Team also continually monitor the QMS and
improve it via internal audits and management reviews.
Our QMS consists of set procedures and instructions defined in the Quality Management Systems
Manual, which cover each of the business functions to operational quality process level.
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4.
Scope and Exclusions
Scope:
The provision of Facility Management Services, including Cleaning, Security, Catering, Maintenance &
Engineering, Administration and Landscaping, compliant to ISO 9001:2008.
This International Standard specifies requirements for a quality management system where an
organization
needs to demonstrate its ability to consistently provide product that meets customer and
applicable regulatory requirements, and
aims to enhance customer satisfaction through the effective application of the system,
including processes for continual improvement of the system and the assurance of
conformity to customer and applicable regulatory requirements.
Exclusions:
The Design & Development section of the ISO 9001:2008 Standard 7.3 & 7.5.2 Validation of Processes for
Production and Service Provision is excluded under the scope of the organisation’s certification.
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5.
Interaction of Processes ISO 9001:2008 Reference 4.1
Client
Requirements
& Needs
Business
Objectives
Client Focus
Continual
Improvement
Marketing the
Services
Converting
Opportunities in to
a Contract
Recruitment
Training
Purchasing
Monitor
Service
Continual
Improvement
Deliver
Service
Invoice
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Quality Management Systems Manual
7. Flow Chart for the Delivery of Security Services
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8. Flow-chart for the Provision of Client Consultancy Review
Consultancy Review Process
Step 1
Carry out Site Study
and
Complete Site CAIP and Benchmarking Info
Gap Analysis
Step 2
Review Frequency
and Efficiency
Review Pricing
Review FTE’s deployed
Step 3
Issue Study Report with
recommendations to close gap
Step 4
Review recommendations and reconfirm CAIP with site
Obtain site agreement and buy in
Step 5
Step 6
Step 7
Implementation
Frequency
and Efficiency
FTE’s deployed
Pricing
IFM provide revised Specifications as
required
Purchasing engage suppliers with IFM support
Trial Revised
Arrangements
Site consult and
restructure as
required with
IFM Support
Monitor
And
Review
Trial Revised
Arrangements
Step 8
Revised Operation
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9. Documented Procedures: The table below provides a reference for the procedures and
associated documents required for the Quality Management System.
Procedure
Reference
QMS-CP-1
QMS-CP-1a
ISO Clause
Mandatory
4.2.3
4.2.3


QMS-CP-1b
4.2.3

QMS-CP-2
QMS-CP2a
QMS-CP-2b
4.2.4
4.2.4
4.2.4



QMS-CP-2C
4.2.4

QMS-CP-3
8.3

QMS-CP-3a
QMS-CP-3b
8.3
8.3


QMS-CP-4
QMS-CP-4a
QMS-CP-4b
8.2
8.2
8.2
QMS-CP-5
QMS-CP-5a
QMS-CP-5b
QMS-CP-6
QMS-CP-6a
QMS-CP-6b
Revision
Date
Control of Documents
List of Controlled
Documents
Control of Documents
Process Flow
1.0
1.0
June 2012
June 2012
1.0
June 2012
Control of Records
List of Quality Records
Control of Records Process
Flow
Archive Retrieval Form
1.0
1.0
1.0
June 2012
June 2012
June 2012
1.0
June 2012
Control of Non-Conforming
Product
Non-Conformance Report
Control of Non-Conforming
Product Process Flow
1.0
June 2012
1.0
1.0
June 2012
June 2012



Internal Audits
Internal Audit Reports
Internal Audits Process
Flow
1.0
1.0
1.0
June 2012
June 2012
June 2012
8.5.2
8.5.2
8.5.2



Corrective Action
Corrective Action Report
Corrective Action Process
Flow
1.0
1.0
1.0
June 2012
June 2012
June 2012
8.5.3
8.5.3
8.5.3



Preventative Action
Preventative Action Report
Preventative Action
Process Flow
1.0
1.0
1.0
June 2012
June 2012
June 2012
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Quality Management Systems Manual
10. Management Responsibility
10.1 Management Responsibility
The Management Team has defined the business focus and quality policy that includes commitment, and
established quality objectives at various levels throughout the organisation. The Management Team
has established a communication flow to ensure everyone is informed of the Quality Management
System requirements.
10.2 Management Commitment
The Management Team has shown its commitment to quality by defining the quality policy and
appointment of a Management Representative, and resources/authorities for all personnel to meet
quality objectives, to deliver quality products, continually improve and to satisfy customers/clients
regulatory requirements.
The Management Team also participates in management reviews of the Quality Management System.
10.3 Client Focus
The method for the determination of current and future needs of our clients focuses on enhancing client
satisfaction. On-going communication with current and potential clients occurs through visits,
electronic communication, industry events and participation in supplier meetings. Review meetings,
client feedback and client satisfaction surveys are formal methods used to ensure Client Focus is
achieved.
10.4 Quality Policy
The quality policy has been defined and approved by the Managing Director The quality policy has been
announced to all employees during employee orientation, communication meetings and ISO 9001
awareness training. The quality policy is visible for all employees. The quality policy is supported by
quality objectives.
10.5 Quality Objectives
The Management Team during business planning identifies quality objectives. Quality objectives are
communicated to all management personnel. Reporting and monitoring of the objectives are
communicated and updated during management reviews.
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10.6 Responsibility, Authority and Communication
The Team have defined and communicated the responsibility and authority in order to maintain an
effective and efficient Quality Management System.
People throughout the organisation are given the responsibility and authority to enable them to
contribute to the achievement of the quality objectives and to establish their involvement,
motivation and commitment.
The current version of the organisation chart demonstrates authority levels throughout the organisation.
10.7 Management Representative
The Management Representative has the authority and responsibility for ensuring that the requirements
of ISO 9001:2008 are established, implemented and maintained. All employees have been made
aware of this authority and responsibility through communication meetings, employee orientation
and role descriptions.
The Management Representative is also responsible for reporting on the performance of the Quality
System at the management meetings for review and as a basis for improvement of the Quality
System.
The Management Representative retains sole responsibility for the implementation and maintenance of
the system.
10.8 Management Review
The Management Team, in accordance with the Quality Manual, shall carry out, at minimum every six
months, a review of the status and effectiveness of the quality assurance program to ensure its
continuing suitability and effectiveness in meeting the requirements of ISO 9001:2008.
Management reviews shall include assessment of the results of internal quality audits, corrective and
preventative action requests, customer complaints, and reviews of the quality policy, objectives and
organization charts. Records of these reviews are to be maintained by the Management
Representative.
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Quality Management Systems Manual
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Quality Management Systems Manual
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