Fletcher Joseph's Approach to Quality Management

As RIBA Chartered Architects we follow the aspects of architectural practice and procedure, as set out under the RIBA Quality Management System, to maintain and continually improve the delivery of service and facilities to our clients.  This is implemented through our Office Manual and Management Review Team.  Our Manual sets out the measures and processes adopted by the Practice to ensure effective project programming including use of the RIBA Plan of Work.  By programming and managing all necessary tasks for each Work State, this facilitates effective communication with the Client throughout the duration of the commission.  Points of contact and methods of communication are established at the commencement of any project, ensuring that the right people are provided with the right information at the right time.

We carry out internal QMS Reviews yearly or at the end of each project.  We note down recommendations for improvements and following up actions from previous Management Reviews.  These will review key performance indicators such as staff resourcing of projects and how it was managed through the project; drawing and document co-ordination matters including the performance of communication and management of information to all parties; quality of service to our clients, interested parties, Design Team members and Local Authority bodies such as Planning and Building Control; value for money to our clients; health and safety awareness; and overall performance.

As part of our Chartered Practice status, we participate in the RIBA Business Benchmarking Scheme, which is a survey-based benchmarking tool for architectural practices.  It allows us to compare our practice performance accurately with that of other practices and requires us to answer questions on finances, management structure and procedures, marketing and staff, etc.  Completion of the survey ensures accredited status as a Chartered Practice.