D’Amore & Lunardi’s management considers it essential to integrate and apply a RISK-BASED THINKING approach to its policy, in order to understand the risks and opportunities of its Quality Management System.
For this reason D’Amore & Lunardi S.p.A. maintains an operating System in accordance with ISO 9001 ed. 2015, with the aim of full customer satisfaction through continuous improvements involving the company itself.
Senior management must demonstrate leadership and commitment, focusing on the customer, ensuring that customer requests and applicable mandatory requirements are determined, understood and met on a regular basis. In addition, the risks and opportunities that may affect the compliance of products and services are determined and, ultimately, the focus on increasing customer satisfaction is maintained.
With regards to the Quality system, the following goals have been defined that will be monitored by monthly data analysis:
- IMPROVEMENT OF STAFF TRAINING HOURS
- IMPROVEMENT OF TECHNICAL ASSISTANCE FOR CUSTOMER SUPPORT
- CORRECT HANDLING OF CLAIMS
- IMPROVEMENT OF THE CHECKS OF INTERNAL WORK ORDERS
- MONITOR OF THE CONTRACTUAL DELIVERY
- THOROUGH CHECKS BEFORE SHIPMENTS/DELIVERIES
- COMPUTERIZATION OF DOCUMENTS
- INSPECTIONS AT SUPPLIERS’ PREMISES
- COMPLIANCE WITH WORKPLACE SAFETY REGULATIONS
- REDUCTION OF ENERGY AND WATER CONSUMPTIONS (WHERE POSSIBLE)
- RESPECT FOR THE ENVIRONMENT AND POLLUTION PREVENTION
- FULFILLMENT OF A MAINTENANCE SCHEDULE
In order to achieve these goals, the Management of D’Amore & Lunardi S.p.A. thoroughly defines, through the Management Review, the indicators for their evaluation and measurement, as well as the improvement plans. As per the conveyed organizational chart, Management assigns the Technical and Quality Department the responsibility of applying and fulfilling all the requirements of the ISO 9001 standard.
The Technical and Quality Department must monitor the performance of the System and procedures and intervene to resolve any critical issues. The Quality Manager is the highest authority in the management of Claims.