Walter Lilly employs a dedicated Continuous Customer Care (CCC) Manager, whose responsibility it is to ensure the ongoing development and implementation of our Business Management Systems. Significantly these were developed to enable Walter Lilly to become one of the first companies in the industry to gain accreditation to the ISO Standard 9000:2000.

Our CCC Manager leads our Key Performance Indicator (KPI) initiative involving the ongoing performance measurement of our projects and is responsible for obtaining customer satisfaction feedback from the client and designers following project completion. At quarterly intervals the system collates, analyses and reports to the Board of Directors and senior managers the performance of the Company against predetermined KPI’s. This benchmarking process enables Walter Lilly to demonstrate in statistical form, our track record in terms of time, quality and cost, together with more traditional information including Safety Performance. Information gained from all of these sources allows our Manager to lead the review of our company systems to form a basis of sound knowledge. Our Customer Satisfaction feedback allows our customers to comment during the whole life cycle of the project on both hard and softer issues such as:

• Programme Confidence
• Financial Management
• Responsiveness
• Empathy
• Neighbourly Relationships
• Teamwork

The results are assimilated on a regular basis and circulated to the project team for review.

Quality Assurance

Since 1990, Walter Lilly have implemented a programme of Continuous Customer Care based on the philosophy of Total Quality Management. This approach to the running of our business has helped us understand and improve the relationships between our internal customers (i.e. our sites,departments) and with our external customers - that of clients, the design team, suppliers and third parties.

The Board at Walter Lilly are committed to CCC believing that developing consistent and customer focused procedures across the entire company, is an essential ingredient in providing ongoing customer satisfaction.

Quality Systems

Walter Lilly & Co Ltd are registered with the BSI, and have been accredited to (BS) EN ISO 9001:2000 since 15th March 2001. Our system compliance is audited twice yearly by the BSI.

Through the dedicated development and implementation of our CCC Business Management System, we have the ability to consistently deliver construction projects to our customer’s requirements. Our aim is to achieve customer satisfaction through implementing continuous improvement initiatives, which provide best value. It is essential that in order to be successful in the future we need to recruit and develop our staff, not only to demonstrate sound technical knowledge and management skills, but also to make a positive contribution to our customer care ethos.

Quality Management Plan

At contract commencement a Quality Management Plan is produced that covers all the management procedures and responsibilities relating to the construction of the project. Not only is the Quality Management Plan a control document it also establishes procedures for a managed inspection regime of the works.

We would aim to agree the performance criteria and standards of workmanship to be achieved with the client and design team at the outset.

We advocate the use of mock-ups and finished elements for all major features. A schedule of the agreed extent of mock-ups should be agreed following appointment and the details set out in the Quality Management Plan.

Subcontractors carry out the majority of the work the company undertakes, although the responsibility for ultimate delivery and customer satisfaction remains with Walter Lilly and achieving the standards through our supply chain. It is therefore essential that the management of subcontractors is carefully controlled and their performance monitored regularly. Wherever possible we employ specialist subcontractors with a known track record of delivering the required quality and standards of workmanship. Where this is not possible and we are required to appoint new subcontractors, the selection procedures are equally thorough.

A project filing system is set up in accordance with the company’s current Filing Reference Sheet and a register of controlled documents relating to the project established. The project team is responsible for the storage and protection of site records and must ensure that site records are legible, identifiable and available for reference. Records and test certificates relating to the release of materials or for product acceptance will be maintained, providing documented auditability of materials to their source.

As part of the Quality Management Plan, an Inspection Plan is agreed between the Project Manager, our Quality Manager and all members of the design team. The plan sets out a managed inspection regime of the works to ideally achieve zero defects at practical completion and lists the trades and specific areas for which documented inspections of the works are to take place. Inspections are carried out by the appropriate line manager.