Quality Management System (QMS) for Premier Automatic Gate Systems

Quality Management System (QMS)- 2024/2025

1. Quality Policy

At Premier Automatic Gate Systems, we are unwavering in our commitment to delivering reliable, secure, and innovative automated gate solutions to residential, commercial, and industrial clients across Kenya. Our core objective is to consistently exceed customer expectations by maintaining the highest standards in product quality, seamless system integration, comprehensive after-sales support, and unwavering safety.

2. Quality Objectives

To achieve our quality policy, we are committed to the following measurable objectives:

• 100% compliance with all relevant industry standards and local regulations.
• Achieve a 98% customer satisfaction rating from all installations and services rendered.
• Maintain zero major non-conformities identified during internal and external audits.
• Complete 90% of installations within the agreed-upon timelines.
• Provide quarterly continuous professional development (CPD) training to all technicians and service staff.

3. Scope of the Quality Management System (QMS)

This Quality Management System (QMS) applies to all operational activities of Premier Automatic Gate Systems, encompassing the entire lifecycle of our solutions:

• Supply, installation, and maintenance of:
  • Sliding and swing gate motors
  • Boom barriers and turnstiles
  • Advanced access control and intercom systems
• Comprehensive customer consultation, system design, and automation planning.
• Efficient procurement, warehousing, and delivery logistics.
• Dedicated technical support and after-sales service.
• Rigorous staff training and compliance programs.

 

4. Organizational Structure and Roles

Our commitment to quality is embedded within our organizational structure, with clear responsibilities for maintaining QMS integrity:

Role	Responsibilities
Managing Director	Overall QMS oversight, strategic planning, and ultimate accountability for quality performance.
Operations Manager	Manages installation teams, schedules project timelines, and ensures on-site quality adherence.
Quality Assurance Officer	Oversees compliance with QMS, conducts internal audits, and champions continuous improvement initiatives.
Procurement Officer	Ensures product quality from suppliers, manages supplier vetting processes, and maintains inventory integrity.
Lead Technicians	Responsible for on-site implementation, adherence to installation procedures, and accurate job reporting.
Customer Support Team	Handles all customer inquiries, manages feedback channels, and facilitates efficient warranty claims processing.

 

5. Core Quality Processes

Our QMS is built upon a foundation of meticulously defined core quality processes:

• 1 Customer Inquiry and Consultation:
  • Thorough needs assessment and mandatory site visits.
  • Development of customized proposals and detailed quotations.
  • Formalized service agreements with clear terms.
• 2 Procurement and Inventory Management:
  • Exclusive sourcing of approved motor brands (e.g., Centurion, Nice, FAAC).
  • Maintenance of optimal inventory levels for certified parts.
  • Rigorous inspection and systematic logging of all incoming items.
• 3 Installation and Commissioning:
  • Strict adherence to approved Standard Operating Procedures (SOPs) for every installation.
  • Mandatory use of calibrated tools and appropriate safety gear.
  • Comprehensive documentation of all site testing and commissioning results.
• 4 Maintenance and Support:
  • Offering flexible annual maintenance contracts (AMCs).
  • Commitment to a 48-hour turnaround for all repair requests.
  • Meticulous service logging and mandatory customer confirmation records.
• 5 Non-Conformance and Corrective Actions:
  • Immediate reporting and thorough root cause analysis of all identified non-conformities.
  • Issuance of formal Non-Conformance Reports (NCRs).
  • Implementation of corrective and preventive measures within a strict 7-day timeframe.

6. Document Control

Effective document control ensures integrity and accessibility of all quality-related information:

• All quality documents are version-controlled and securely stored digitally.
• Standardized templates include job cards, comprehensive inspection reports, detailed maintenance logs, and structured client feedback forms.
• Access to quality documents is strictly restricted to authorized personnel only.

7. Risk Management

We proactively identify and mitigate potential risks to ensure seamless operations and service delivery:

• Common Risks Identified:
  • Equipment failure
  • Delays in material delivery
  • Power supply inconsistencies
  • Safety risks during installation
• Mitigation Strategies Employed:
  • Maintaining backup stock of all essential items.
  • Mandatory use of surge protectors and reliable backup batteries for installations.
  • Continuous training on electrical safety and proper gate alignment techniques.
  • Weekly review of all open risk items in project meetings.

8. Training and Competence

Our team’s competence is a cornerstone of our quality commitment:

• Mandatory induction for all new staff, covering QMS and safety protocols.
• Quarterly training sessions on critical technical areas, including:
  • Gate motor programming and wiring.
  • Advanced access control systems (biometrics, RFID, GSM).
  • Comprehensive safety procedures.
• Maintenance of a central, detailed training log per employee.

9. Supplier Evaluation

We ensure the quality of our inputs through a robust supplier evaluation process:

• Annual review of all supplier performance.
• Evaluation based on key metrics:
  • Delivery timelines and consistency.
  • Product reliability and defect rates.
  • Responsiveness of technical support.
• Maintenance of a meticulously curated list of preferred vendors.

10. Internal Audits and Management Review

Continuous improvement is driven by systematic review and feedback:

• Internal audits are conducted quarterly across all critical operational areas.
• Areas covered include: installations, procurement, customer service, and inventory management.
• Audit findings are thoroughly discussed in monthly management meetings.
• An Annual QMS review is conducted to identify opportunities for continuous improvement and strategic adjustments.

11. Customer Feedback and Continuous Improvement

Customer insights are invaluable to our growth and refinement:

• Systematic collection of customer feedback after every installation and service interaction.
• Active encouragement of Google and website reviews.
• Utilizing feedback data to refine internal processes and inform future team training.
• Implementation of measurable Key Performance Indicators (KPIs):
  • Installation defect rate.
  • Client referral rate.
  • Repeat service requests.

12. Compliance and Certifications

Premier Automatic Gate Systems is fully committed to operating within all legal and industry frameworks:

• Full compliance with Kenya’s Occupational Safety and Health Act (OSHA).
• Adherence to all local county electrical and construction regulations.
• Strict compliance with manufacturer installation standards for all gate motors and associated equipment.

13. Quality Records Retention

We maintain meticulous records to ensure accountability, traceability, and historical data for continuous improvement:

• All quality records are retained for a minimum period of 5 years.
• This includes: project installation checklists, signed customer contracts and sign-offs, internal and external audit reports, Corrective and Preventive Actions (CAPAs), and detailed warranty claims and resolution history.

14. Communication of Quality System

Our QMS is effectively communicated across all levels of the organization and to our clients:

• Regular toolbox talks and daily briefings to reinforce quality principles.
• Monthly team meetings dedicated to discussing quality issues and improvements.
• Prompt email updates for any policy or procedural changes within the QMS.
• Proactive customer awareness programs on the proper operation and essential maintenance of their automated gate systems.