Quality Management
Orcare is a web design and hosting agency which supports businesses through the provision of consultancy, project related software development and the hosting of websites, email and collaboration tools.
Through a commitment to LEAN processes we aim to ensure everything we do is the right level of service, at the right price, on time, every time.
Principles
This means;
The customer is the start- and end-point. We seek to maximise value to the customer. We optimise around the needs of the customer not our own internal processes and operations. We always seek to understand the customer's true demand, in price, delivery and quality - not what can be supplied.
Simplicity pervades through our business. Simplicity in operation, system, technology and control is our goal. We always seek to select the smallest, most simple solution possible consistent with quality requirements.
Waste is endemic in every business, including our own. We will seek to prevent waste by good design of products, services and processes.
Process is an effective way to operate a repeatable business. Process protects us against many of the risks identified in our Business Continuity Plan. We will map our business to best understand the processes.
Regularity makes for a "no suprises" operation. We run our business on the basis of regularity. Our "repeater" products enable us to cut inventory, improve quality and allows simplicity of control.
We will maintain Flow in the organisation. We will plan to synchronise operations so that streams meet just in time.
We will seek to prevent problems and waste, rather than to inspect and fix. We will do this by inspecting the process, not the product.
We will seek to reduce overall time to make, to deliver and to introduce new products and services.
Improvement, and continuous improvement in particular, is everyone's concern.
We will seek cooperative working both internally between functions, and externally with suppliers. We will seek to use teams, not individuals.
The greatest opportunities for cost, quality, delivery and flexibility lie with co-operating networks. We believe supply chains compete, not companies. Each member of the chain needs to add value.
We think small. We will specify the smallest capable solution, and then build improvements.
If we truly believe in participation and cutting waste, we have to build trust. Trust with our employees, suppliers, customers and partners. Building trust with suppliers gives them the confidence to make investments and share knowledge. Internally trust allows a de-layered, streamlined and more creative organisation.
Roles and Responsiblity
The Director is responsible for the ensuring the business reflects these principles at all times.
Everyone within our organisation has a specific requirement to live our principles through their work.
Plan
We will produce a value chain map which clearly identifies the key steps and partners involved in everything we do. We will also map all of our key business processes.
These maps will be reviewed regularly and at least quarterly, and will be used as a tool for simplification and waste reduction.
We will produce a Statement of Work for every project we undertake, which will document exactly what is being delivered, when, and at what level of quality. Every Statement of Work will include specific quality management plans which will ensure that our services are right first time, on time, every time.
We will live a continuous improvement culture. Our customers, suppliers and partners will be given the opportunity to give timely and effective feedback on the quality of our services. This will form part of a post-implementation review where all key parties will identify weaknesses, waste and opportunities for improvement. We will always give our customers, suppliers and partners timely and effective feedback to enable them to improve their processes.
Our staff are critical to our continuous improvement processes, to this end they will be regularly, and no less than quarterly, consulted on opportunities for waste reduction and innovation.
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