The Servicing/Repair operations are carried out by the Technicians. It is imperative that the Technicians are trained in the work that is allocated to them by the Workshop Controller. The nature of the subdivisions of work will vary from garage to garage and may be added to from time to time. A skills record for the technicians is provided as Form QC1. Technicians’ skills are checked by the Quality Controller and not until the Quality Controller and Workshop Controller are satisfied of the competence of the Technician to perform the specific tasks should that work be allocated to him/her. A record of the date the person achieves the relevant competence shall be included on their training record.

Servicing and Repair operations are allocated to the Technician with a copy of the service checklist or relevant ICME document. As the work is carried out the Technician will tick the relevant work items to confirm completion and after the total job has been completed will sign and date confirming the work has been carried out. On no account should all the work be completed before the completion of the checklist.

The checklist should be returned to the Workshop Controller, checked, and filed.

The Quality Controller will check a sample of the individual work items carried out on each vehicle. This will involve establishing the number of separate work items make which make up the job e.g. the number of individual items on an ICME print out of a particular service, and then selecting at random the number of items to be checked from the table in Form QC2. Needless to say, the same items should not be checked every time and indeed items should be selected such that all operations by any one Technician are checked sequentially over a period of time.

A duplicate form of that used by the Technician should be used and the Quality Controller should tick the items checked and then sign and date confirming the check has been carried out.

This checking operation and the records of it are extremely important for legal defence purposes. If the Quality Controller is not able to carry out the function for whatever reason then a nominated deputy must carry it out. The Workshop Controller would be an appropriate deputy. The Quality Controller checklist should be returned to the Workshop Controller and filed with the Technicians checklist.

In respect of the sampling plan in Form QC2 the sample for each Technician will be based on the Normal sampling plan. However, if any problems are detected then the particular Technician should be elevated to the Tightened plan until, through necessary training/shadowing, his/her performance has improved.

The Quality Controller shall report weekly to the Workshop Manager of the number of vehicles checked for each Technician on Form QC3.

The Workshop Manager shall ensure the Quality Controller carries out his/her functions satisfactorily including the use of a deputy when the usual Quality Controller is unavailable for whatever reason.

Once per week the Workshop Manager shall check the items checked by the Quality Controller, selecting a different Technicians work each time on a random basis. The Workshop Manager shall sign and date the Quality Controllers checklist with any comments ‘OK’ or otherwise.

As part of the normal reporting structure and at least once per month the Workshop Manager shall report to his superior whether it be an Area/Divisional Manager or the Managing Director/Proprietor on the operation of the Quality Control system.

If any deficiencies in the Quality Control System internally or through customer feedback are detected then the problem must be addressed immediately. If a Technician has failed to attend to any item then the vehicle must be rechecked 100%.

Vehicles should not be released to customers until a Quality Control check has been carried out. Repeated failure to carry out work satisfactorily must be considered a disciplinary matter.

At an agreed frequency and when appropriate Lawgistics will carry out audits of the Quality Control System to ensure the correct operation. A report will be submitted to the Managing Director/Proprietor with recommendations for any improvement.

All documentation must be retained for at least 3 years.