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QUALITY SYSTEM MANUAL
§8 Measurement, Analysis and Improvement

§8.1 General
Measurement, analysis and improvement of the processes is described in this Quality System Manual and takes place during the sales and production procedures and in the various internal meetings (like Pr3 Internal Evaluation and Wi02 Internal Meetings and Assessment).


§8.2 Monitoring and measurement

§8.2.1 Customer Satisfaction
Evaluation of customer satisfaction is both internally and externally executed. The internal evaluation of customer satisfaction is described in Pr3 Internal Evaluation and Wi02 Internal Meetings and Assessment. The external evaluation of customer satisfaction is described in Fo05 Project Evaluation. Problems with customer satisfaction are recorded as described in Pr4 Problem Registration.


§8.2.2 Internal Audit
Internal audits are described in Pr3 Internal Evaluation and Wi02 Internal Meetings and Assessment. The effectiveness of the organization and the Quality System are assessed through personal interviews. This shall include the measures for improvement of the previous audits. The results are recorded under Pr4 Problem Registration.


§8.2.3 Monitoring and measurement of processes
Production is monitored trough evaluation procedures, like described in Pr1 Acquisition, Development and Sales and Pr2 Production, Pr3 Internal Evaluation and Wi02 Internal Meetings and Assessment.


§8.2.4 Monitoring and measurement of products
The (building) products are monitored and measured according to Pr2 Production, Wi07 Registration Project + Acquisition Information, Wi08 Budget Management and Contracts, Fo05 Project Evaluation and Wi10 Product Development. The (building) product is monitored by the Project Manager trough various construction meetings (often combined with site visits). The completion of the work can be seen as a final measurement. Here the product is taken from the supplier and transferred to the buyer. Because the project at time of delivery to the customer usually already has been sold, the completion of the work and the transfer to the customer will usually be combined.


§8.3 Control of nonconforming product
Nonconforming products are identified by the Project Manager. The way the control is implemented and how the process proceeds to remedy the defects described in Fo05 Project Evaluation. Products with defects should always be reprocessed to meet the specified requirements. The assessment and handling is always done by the responsible Project Manager.


§8.4 Analysis of data
The data from the evaluations is discussed according to the descriptions Pr3 Internal Evaluation, Wi02 Internal Meetings and Assessment and Fo05 Project Evaluation. This includes customer satisfaction, product requirements, suppliers and improvement measures. Problems are registered under Pr4 Problem Registration.


§8.5 Improving

§8.5.1 Continuous Improvement
Continuous improvement is described in the procedure Pr4 Problem Registration.


§8.5.2 Corrective action
Corrective actions are described in the procedure Pr4 Problem Registration.


§8.5.3 Preventive action
Preventive measures are described in the procedure Pr4 Problem Registration.

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