Surface Finish Contract Quality Policy Statement

Quality mission statement

‘To provide Surface Finish output that meets or exceeds our customers’ expectations, whilst continually improving processes and procedures, in order to enhance capability and adapt to changes in the military air environment.’

The Serco Surface Finish (SF) Contract Manager is dedicated to a quality policy that will ensure that the services provided and SF output fully complies with the requirements of its customers at all times and follows documented military instructions, procedures and the contract quality management plan. The goal of the Serco SF delivery is to achieve a high level of customer satisfaction at all times. Commitment to the implementation of supporting managerial and business operational systems is essential to realising that goal.

Serco SF believes in the concept of client and suppliers working together in pursuing this policy and in continually striving for improvements in service quality.  The quality policy is based on 3 fundamental principles:

• Ensuring that we fully identify and conform to the needs of our customers.
• Looking at our service provision processes, identifying the potential for errors and taking the necessary action to eliminate them.
• Through suitable training and management, ensure that everyone understands how to do their job, allowing them to complete their tasks correctly, first time, every time.

Through consultation with the Assurance Manager, the Contract Manager shall set the guiding principles that will be required to deliver the needs of the customer and this policy, whilst ensuring that continual improvement is maintained in line with the spirit of this directive. Objectives will be governed, established and monitored at Management Reviews.

To ensure that the policy is successfully implemented across the various sites associated with the SF contract, individual Site Managers will be responsible for identifying local customer needs, whilst ensuring that the correct procedures are followed in order to meet their requirements. All tasks must be completed in accordance with military publications & drawings and in line with the SF Integrated Management System (IMS).

The quality policy principles and objectives will be communicated and available to all staff at all times through the IMS. Training will be an integral part of the strategy to achieve set objectives.  Within this Policy we are committed to operating the SF contract under the disciplines and control of a

Quality Management System conforming to the International Standard BS EN IS0 9001:2008. All employees must be committed to operating continuously to this standard and the Contract Manager will maintain the necessary Quality Approvals consistent with our customers’ requirements.

Serco SF will constantly review and improve on the services provided in order to ensure that tasks are completed in the most cost effective and timely manner practicable; for the benefit of our customer and the organisation.

The Contract Manager shall ensure that all our personnel understand and fully implement the contract policies and objectives. Through an ongoing training and development programme Serco shall ensure all employees are able to perform their duties correctly and effectively.

JOHN WRIGHT
SF Contract Manager