Quality maNAGEMENT

      ITEM: 2010   2009   VARIANCE  
  Client satisfaction/perception (%) 90   90    
    Internal audits conducted 84   77   7  
    Internal audit findings 197   94   103  
      Supplier audits conducted 82   78   4  

Quality Management

Repeated client satisfaction through the delivery of a quality product provides a competitive advantage within the industry.

WBHO understands that repeated client satisfaction through the delivery of quality products and services are critical to the ongoing success of the group and provide a competitive advantage over its peers within the industry. Furthermore substandard products present threats to the safety of our employees and the end users of our product.

To this end, quality standards have been developed and implemented throughout the group along with a two primary quality objectives, namely:

  • to create a culture of quality within the group, and
  • to deliver to our clients the standards of quality specified in the contract

In order to achieve these objectives the group has in place an ISO:9001 certified quality management system (QMS) which has been designed to:

  • continually review, improve and implement quality control measures
  • meet and where possible exceed all legal requirements
  • to ensure compliance with the quality standards
  • identify concerning trends within the business and provide suitable remedies
  • facilitate appropriate training in the use of the QMS
  • provide documentary evidence of all quality control measures

A key element of the QMS is the Non-conformance Reporting process. Through this process, information is gathered concerning recurring instances where quality standards have not been met. Using this information the group is able implement measurable corrective and preventative actions to rectify such non-conformities. A key preventative action against non-conformities is training and the group utilises the non-conformance reporting process to focus its training interventions where they will be most beneficial.

All non-conformance incidents are recorded in a register by individual sites. Registers are aggregated according to the operating divisions and the findings presented at their monthly board meetings as well as at the executive and main board meetings.

Compliance with the quality standards and utilisation of the QMS are measured on a continuous basis through internal and external audits as well as data analysis. This year the number of audit findings increased from 94 to 197 (excluding Probuild). The increase in the number of findings is primarily a result of more stringent compliance requirements and is part of a focussed initiative to raise awareness surrounding quality issues.

The ability of suppliers and subcontractors to deliver has a major effect on the group’s projects. Numerous factory inspections on manufactured products were conducted to ensure that products conform to specifications. 82 supplier audits and assessments were performed during the year (excluding Probuild).

Except where otherwise stated the information in this report covers the entire group including Probuild.