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Monitoring and evaluation of SP’s activities

Monitoring and evaluation of SP’s activities. Magnus Holmgren Quality manager. SP. A group of companies Six subsidiaries 1100 employs (650 in the mother company) Research and innovation Conformity assessment Metrology Consultancy. Monitoring and evaluation. Internal audits

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Monitoring and evaluation of SP’s activities

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  1. Monitoring and evaluation of SP’s activities Magnus Holmgren Quality manager

  2. SP • A group of companies • Six subsidiaries • 1100 employs (650 in the mother company) • Research and innovation • Conformity assessment • Metrology • Consultancy

  3. Monitoring and evaluation • Internal audits • External audits • Financial • Systems (Swedac accreditation) • Environment • Labour protection • Fire protection • etc • Monitoring of inspection personnel • Complaints • Customer satisfaction questionnaire • Hearings • Staff satisfaction questionnaires • Advisory boards • Benchmarking • Reports • Measurement of performance

  4. Internal audits • On all levels • Sections • Departments • Companies • Different focus • Quality management system • Environmental management system • Labour protection • Different tasks in conformity assessment • A lot of resources spent

  5. External audits • The ”normal” financial • Accreditation (350.000 € per year) of our activities as conformity assessment body (testing, calibration, system certification product certification, certification of personnel and inspection), notified body, technical service, NMI and CAB • The municipality’s environmental office • The fire brigade • Certification bodies • Customers • GRI report

  6. Complaints • About 70 in the mother company • Have tried to increase the reported complaints • 5 years ago 20 • The types • Prices • Delivery times • Misuse of certificates etc. • Some lead to economical compensation

  7. Customer satisfaction questionnaires • 20 years history • The same questionnaire in the whole SP-group • Every 1-2 year • 18 questions coming back • 2 additional questions • Mean grade 5 of 6 • Action plan

  8. Hearing • Yearly • Reporting to the main state sponsors • Report on areas • Specific projects as examples .

  9. Advisory boards • In several areas • Metrology • Car industry • Construction industry • Wood • Etc. • Member clubs • SIK • GLAFO • YKI • CBI • Give advise about the research strategy in the area • Having yearly reports

  10. Benchmarking • RISE • EARTO • Subsidiaries

  11. Staff satisfaction questionnaire • Every second year • NMI 73 out of 100 • Action plan

  12. Measurement of projects • Economic follow up • Delivery time • Customer satisfaction • Objectives

  13. Publication etc. • Publications • Exams • Prices • Popular employer • Visibility

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