Business Manual: Product & Service Delivery

Product and Service Delivery process is seen as a sequence of activities starting from the initial Client contact through project delivery to measurement of final Client satisfaction. To demonstrate the sequence and interaction of related activities JAPL has adopted the following model for the Product and Service Delivery Process: (Not collapsible or hyperlinked)

In planning the processes for tendering and winning projects, JAPL addresses the following:

• Identification of prospective project;
• Tender, or development application, preparation and submission;
• Project resourcing;
• Task sequencing and programming;
• Project site establishment, only if required;
• Construction phase;
• Completion of “defects and liability period”;
• Finalisation and records archiving;

In order to ensure that the requirements, as specified by a project specification, will be met JAPL uses the following documentation:

Contract Size	Tasks
Major and Medium contracts (Control Levels 2&3)	JAPL prepares a Project Management Plan (PMP) in accordance with P-09 Project Management Plans. The PMP may incorporate a Quality Plan (QP), an Environmental Management Plan (EMP) and a Site Safety Plan (SSP), tailored for the project. The plan identifies key activities, which are controlled by way of approval from the Managing Director (MD) or nominated staff before work may proceed. The PMP is prepared following review of: The scope of the contract and its requirements. The contract delivery requirements. Any specific matters relating to Quality, Environment and OHS&R. Often the PMP is discussed with the JAPL Client during its development. Environmental Management: When considered necessary, or required by the contract P-10 Environmental Management will be followed. Under these circumstances JAPL undertakes an environmental assessment  to determine appropriate measures to minimise environmental impacts for project activities. A risk assessment is carried out and an Environmental Management Plan is prepared (as necessary) to address items such as noise, dust, traffic, visual amenity, waste disposal, chemical spillage, soil contamination, surface and ground water contamination, flora and fauna. OHS&R Management: JAPL is committed to ensuring that the working environment and conditions are conducive to safe and productive operations. JAPL uses P-11 Occupational Health Safety and Rehabilitation Management to comply with the requirements of the relevant authorities with regard to OHS&R. A risk assessment is carried out to identify potential hazards at each project site and (where appropriate) an OHS Plan is issued. It is the responsibility of all Organisation personnel to prevent accidents, and to take the proper precautions such as wearing appropriate protective boots, safety helmets, clothing, etc, which will be supplied by JAPL . Faulty equipment, unsafe work practices or sites must be reported promptly to site management and to JAPL Health and Safety Officer.
Small contracts (Control Level 1)	For small jobs or jobs containing a simple activity as defined in P-09 Project Management Plans, JAPL , upon agreement with their Client, plan the verification activities for the construction process by requesting the contractor to prepare an Inspection and Test Plan (ITP) for the type of activity. Each ITP is prepared to suit the requirements of the contract with respect to quality, environmental and OHS&R clauses. In the absence of any such requirements the standard Business Management System practices apply.

Identification of Client Requirements

Client requirements for projects or service contracts are identified before a decision to prepare a quotation or tender submission. Further assessment is made once JAPL has been awarded a contract or order to supply a product or service.

Each quotation or tender submission is prepared using CL 01 - Project Proposal Checklist to ensure that:

• The requirements specified by the Client, including the requirements for delivery and post-delivery activities, are adequately defined and documented,
• The requirements not stated by the Client but necessary for specified or intended use where known, are identified,
• All relevant authorities have been considered to determine statutory and regulatory requirements related to the product, and
• The project or service contract is profitable without exposure to any undue risk either by the Client or JAPL .

Review of Product Requirements

Before submission of the tender and, as appropriate, accepting the order JAPL uses CL 02 - Project Establishment Checklist ensure that:

• Product requirements are defined, including any addenda issued during the tender period;
• Any requirements differing from those in the tender are resolved,
• The Organisation has the capacity to meet the contractual requirements,
• The Organisation has effective means for tracking contract amendments and communicating their effect.

On completion of the review, should any resource be unavailable or any requirement need amplification, appropriate records of the same are maintained until the situation has been satisfactorily resolved.

JAPL identifies and agrees with the Client how an amendment to a contract will be carried out within the project organisation following a CL 03 - Project Scope Change assessment. The approval status of proposed changes is recorded in CL 04 - Project Variation Register and affected personnel notified accordingly. 

All orders and project scope changes are approved by the Managing Director prior to the commencement of any work. The review records are controlled by P-02 Records Control and filed with the contract documentation.

Client Communication

Communication between JAPL and Clients is considered to be of the utmost importance to ensure that the delivered product is what the Client expected.

Several areas within this Business Management System set out the procedures for communication with the Client and other parties.

Project Management Plans detail the lines of communication between all parties involved in a particular project and in their absence the designated Project Manager is the principal contact.

Planning

Before the issue of the final Client Brief JAPL agrees with the Client appropriate design development stages, such as:

• The need for the appropriate design stages.
• Points where design review, verification and validation tasks would be appropriate, selecting from:
  • Conceptual Design Stage
  • Preliminary Design Stage
  • Detail Design Stage
  • Final Design / Document Readiness Stage

The responsibilities for the design and development activities are determined for the various disciplines and the Client.

The discipline and Client  interfaces for communications are expressed in a Project Management Plan prepared in accordance with P-09 Project Management Plans.

Validation

This is an activity that must include the Client, JAPL and where necessary, its design sub-consultants

Validation activities can occur at any stage of the design and can be part of:

• Conceptual Design Stage
• Preliminary Design Stage
• Detail Design Stage
• Final Design / Document Readiness Stage

The results of the validation activities and necessary actions, are recorded and maintained in accordance with P-02 Records Control

Changes

Any proposed changes to the design may be identified and proposed by:

• Client
• Engaged Sub-consultants
• JAPL
• Representative of any external statutory or regulatory authority with claimed jurisdiction on the design

The proposed changes to the design, are recorded and maintained in accordance with P-02 Records Control

The proposed changes are reviewed, verified and approved by the parties deemed by JAPL to have influence on the outcome

The review outcome is assessed for its impact on:

• Design Integrity of the contracted design
• Components of design already delivered
• Components of design already implemented, or scheduled

The outcome of agreed change results are recorded and maintained in accordance with P-02 Records Control

Inputs

The following design inputs are registered:

• Functional and performance requirements
• Governing statutory and regulatory requirements
• Any relevant proprietary design information from previous similar projects
• Any other known requirements for the final design to be fit for the intended use, where this is known

Outputs

In order to provide adequate design definition any of the following outputs may be produced:

• A Functional Requirements Specification
• Technical, Construction or Performance Specification and associated drawings
• Procurement Specification, if necessary
• Production Program for the design activities and when necessary, for superintendence when it is part of the contract
• Final product acceptance criteria by either statement or reference to industry-recognized standards
• Any critical characteristics of the final product that are essential for its safe and proper use in the intended environment, as far as that is known at the time of design

Review

At the stages agreed in Planning the design is reviewed to ensure that:

• Design outputs meet the functional and performance requirements, and where they fall short, appropriate discipline experts, and where necessary the Client, are consulted to resolve any problems encountered
• The results of the reviews and and necessary actions are recorded and maintained in accordance with P-02 Records Control

Verification

This is an activity internal to JAPL and its design sub-consultants

Verification activities can occur at any stage of the design and can be part of:

• Conceptual Design Stage
• Preliminary Design Stage
• Detail Design Stage
• Final Design / Document Readiness Stage

It includes any relevant proprietary design information from previous similar projects

It may include any other known requirements for the final design to be fit for the intended use, where this is known

The results of the verification activities and necessary actions, are recorded and maintained in accordance with P-02 Records Control

General

JAPL ensures that all purchased products and services conform to specified requirements of the contract. The products may include any sub-contract work and supplies such as materials. The selection of sub-contractors, and the degree of control exercised, is dependent upon the product type, past sub-contractor performance and Client requirements.

Assessment of sub-contractors

All sub-contractors must be approved prior to use for the adequacy of their quality, environmental and OHS&R management practices. JAPL prefer to use pre-qualified sub-contractors, but do encourage new suppliers to apply.

Sub-contractors are assessed, either by JAPL, the Client, or by third party assessment.

Details of the control methods, responsibilities and the necessary assessment documentation are defined in Sub-contract Assessment - EM and Subcontractor Assessment - OH.

In the absence of an adequate quality, environmental and OHS&R system, the sub-contractors may be given the choice to work under JAPL Business Management System, provided they agree to be inducted to the system and undertake to follow it.

Purchasing Information

Purchasing documents contain a clear description of the product or service required, including any verification requirements for compliance with quality, environmental and OHS&R aspects.

All purchasing documents are reviewed prior to release to the sub-contractor, checked and maintained to provide clear, complete and specific information.

Verification of purchased product

When formalising a purchasing Contract with suppliers, JAPL specifies, as necessary, its or the Client’s requirements for access to the supplier’s premises for any verification arrangements and the method of product release.

The suppliers are specifically advised that this verification activity does not substitute the supplier’s responsibility for effective quality, environmental and OHS&R management of its products or services.

Control of Operations

All development and building activities are planned and defined prior to execution using the appropriate Control level in P-09 Project Management Plans.

The resulting documentation, work instructions, drawings, specifications, industry codes of practices and Australian Standards are used to control manufacturing and installation activities.

Such instructions identify (as appropriate):

• Product characteristics known up to that time
• Any hyperlinked or referenced instruction and guidance documents
• Any specific plant and equipment required
• Any specific monitoring or measuring devices called up in the Inspection and Test Plans (ITPs)
• Methods for monitoring and measurement as detailed in the ITPs
• Staged review, verification and validation activities required for 'practical completion', 'defects and liability period' and 'final acceptance'.

Identification and Traceability

Where appropriate, identification of important documents and components is maintained throughout the development and building activities. The approval status for the same will be maintained as necessary.

Project number is used in all project documentation. Ay further traceability is provided only when required by the contract.

Client Property

All Client-supplied product, hardware, software and documentation in whatever medium, is identified, verified for correctness and placed in secure storage for later action.

Where the product does not meet the specified requirements it is quarantined and the Client informed to agree appropriate disposition action.

Preservation of Product

JAPL undertakes to apply all reasonable measures of identification, handling, storage and protection to preserve the conformity of the product to the time of 'practical completion'.

JAPL also ensures that any latent defects not caused by the building occupants during the 'defects liability period' (Commercial) or 'extended warranty period' (Residential) are protected against and/or rectified before 'final acceptance'.

Process Validation

Where the contract calls for processes, which cannot be fully verified by subsequent inspections or testing, JAPL identifies these in its Project Plan or ITP and develops and implements procedures to ensure that specified quality of the product is achieved, for example a high specified concrete strength.

Managing Director ensures that wherever there is such a process being carried out, the companies or persons responsible for that operation and conformance are adequately qualified and their skills are periodically reviewed through adequate sampling.

Where the sampling results show excessive variation, the process may need revalidation.

JAPL prefers to use approved sub-contractors to perform any inspection, measuring and testing that requires calibrated equipment traceable to national standards.

All tenders are reviewed prior to submission to determine the need for such equipment and where appropriate, approved sub-contractors are engaged and copies of the calibration certificates for the Inspection Measuring and Test Equipment used in the task are requested as a condition of engagement.