Client feedback, both positive and negative, is welcomed by JAPL. This information is one means by which the Organisation measures and monitors performance.
Any negative Client feedback is recorded on Improvement Request FM 02 and registered in the Improvement Request Log to follow up recorded issues to a mutually satisfactory resolution with the Client.
Client feedback is also sought proactively through the use of Client Feedback FM 01 when billing the Client.
An Audit Program or Plan is maintained with such a scope as to ensure that all aspects of the Business Management System are audited, including quality, environment and safety aspects.
The frequency of the audits is determined according to the results of previous audits and the significance of individual system activities.
The scheduling, auditing and reporting is performed in accordance with P-04 Internal Audits.
Internal audit reports are used by Management when reviewing the continued effectiveness of the Business Management System.
JAPL uses various methods for monitoring and measurement of processes necessary to meet Client requirements. These methods include:
Records of these meetings and reviews are maintained.
During the contract review stage and/or at the time of preparation of the Project Plan or an ITP, JAPL will ensure that all materials or supplies will be inspected and/or tested, as required under the contract prior to incorporation into the works.
Necessary inspection and testing is documented in accordance with Inspection and Test Plan obtained from the ITP Index and tailored to suit the project
JAPL maintains control over non-conformances of purchased, Client supplied and in-house products and services in accordance with P-08 Improvement (including the control of nonconformity).
All non-conforming product are identified and segregated (where practical) from the area of activity , to prevent inadvertent use.
Product and Service Non-conformances are documented in Improvement Request FM 02 giving details of the product type, deviation from standard and quantity.
Environmental and Safety non-conformances are documented in Accident, Incident, and Non-conformance Reports.
Non-conformance details are passed for review and disposition to the Project Manager, who in turn contacts other staff as appropriate for comment.
The review of non-conforming product decides whether the item is to be:
Where the product is released under concession by the Client, details of the non-conformance that was accepted and any repairs or rework undertaken are recorded.
The Project Manager is responsible for controlling further processing, delivery or installation of non-conforming product until the non-conformance has been corrected.
All repaired and reworked product are re-inspected, in accordance with documented procedures, before such product is released.
Senior management undertakes continual reviews and analysis of the operation of the Organisation’s activities. JAPL collects and analyses appropriate data to determine the suitability and effectiveness of the Business Management System and to identify any improvements that can be made.
Data collected for analysis can include:
JAPL staff at all levels are actively encouraged to forward ideas and suggestions to Management Review for ways to improve the Business Management System. Senior management recognises the need for all employees to understand and feel comfortable using the system.
The responsibility and authority for initiating corrective and preventive action is defined in P-08 Improvement including control of non-conformity.
Non-conformances are recorded and the records reviewed to determine the causes of non-conformance. Appropriate corrective and preventive action is implemented to avoid any recurrence of the non-conformance.
The review of non-conformance includes a review of processes; reject reports, inspection and test reports, maintenance reports and Client complaints.
Where corrective action results in change to existing procedures, such changes are recorded and communicated to the appropriate personnel.
Corrective actions are reviewed to ensure that they have been correctly implemented and remain effective.