Quality Statement

i Foreword
Since its establishment in 1992, Billings Jackson Design (BJD) has become a leading force in the field of industrial design for the built environment. Our commitment to quality in design is evidenced not only by the many public awards which we have won but, most importantly, by the satisfaction of our clients and the resulting high levels of repeat business which we enjoy. Our commitment to quality in our internal management and external relations is equally high; the company is fully committed to the principles of Business Excellence and Total Quality Management.

ii General Management Systems
BJD has a bespoke Company Manual which is made familiar to all employees. Ensuring that the Manual is kept up to date and that any changes are communicated to the employees is the responsibility of the Business Director. The Manual sets out management systems for the efficient delivery of the following key elements of company activity and employee responsibility:

Finance & Accounts
    Financial records
    Personal expenses
    Company expenses
    Invoicing (customer/supplier)

Project Management

Communications & IT

The Manual stipulates responsibilities, formats, delivery systems and destinations for all information stored or transmitted internally and externally.
   
iii Quality Metrics & Assessment
BJD operations are divided into three categories, each with differing quality metrics but all ultimately assessed on client satisfaction:

Project Design
Product Design
Design / Strategy Consultancy

iv Monitoring & Evaluation
BJD employs a dedicated, proprietary software-based project management system (Harvest) to monitor project status on a continuous basis. All employees are required to enter all project/product/consultancy working details on the system, which is monitored by the project lead designer on an ongoing basis, and periodically reviewed by the Business DIrector.

Project management metrics can be assessed empirically. Where time, budgetary expectations have not been met (or are in danger of not being met), an assessment is made as to the effectiveness of communication with the client, and the success of managing, and fulfilling, expectations.

Partner, client, stakeholder feedback is actively sought through follow-up meetings and an assessment made of customer satisfaction. In the case of strategy / design consultancy, delivery is normally through workshops / focused, managed meetings, where feedback forms are provided and evaluated.

v Quality Management
BJD management systems, as defined in the Company Manual, have been developed with a focus on the client and the continuous improvement of client satisfaction. As a result, we have built a stable and growing client base. Our record of securing repeat business with clients and establishing long-term relationships with them is a testament to the quality of our design expertise, and the efficiency with which it is delivered.

Our project management structures and our software-based monitoring systems allow us to identify problems at an early stage, giving us the best possible chance of addressing and rectifying them accordingly. Crucially, this approach has enabled BJD to reduce costs and improve its competitiveness.

vi Responsibility
Every Billings Jackson employee takes responsibility for maintaining the expected high standards of performance in all aspects of their work. The ultimate responsibility for ensuring that the company’s quality management systems are in place and working effectively, lies with the Business Director: i.e. at the most senior level.