Quality processes and systems

OUR VISION:  A robust Integrated Management System (IMS) firmly established at the core of our drive to deliver improvements in compliance, competency and sustainable performance.

We introduced our IMS in 2012 and are continuing to embed it into all operations. It encompasses health and safety, quality, and environment and provides a consistent set of procedures which are regularly reviewed and updated. Training has been given to more than 500 responsible managers and the system is in use at every operational site.

As part of a wider efficiency programme, we began a review of the IMS in 2013 to identify ways in which it can be made more effective. This is an ongoing process.

A key tool which supports the IMS is a reporting system called Entropy which we use to record and monitor data and information from energy and water use through to environmental incidents and complaints. Entropy allows us to record actions and improvements and track them to ensure they are carried out. Our sustainability department has a dedicated audit team which further strengthens the link between systems and operations.

Alongside the IMS we operate a learning management system (LMS) to track employee training requirements and provide e-learning courses.

Certificates and standards

Hanson UK’s four business lines are part of the national BuildingConfidence supplier pre-qualification and accreditation service for the UK construction industry. The service has been developed by Achilles Limited to reduce the costs associated with pre-qualification for clients, major contractors and their suppliers and is quickly becoming recognised as the standard for supplier excellence within the industry. An update audit carried out by Achilles in 2014 showed zero non-conformities and recommended Hanson for the top five-star rating. The audit team was impressed by our ‘organised and committed’ approach to management systems.

The BES 6001 Responsible Sourcing of Materials (RSM) standard is in place at over 99 per cent of our production sites, as is the ISO 9001 quality standard.

We became the first company in the construction materials sector to achieve the international energy efficiency standard ISO 50001 across all business lines achieving compliance with the government’s Energy Savings Opportunity Scheme (ESOS) legislation by the required date.

Product quality

Product quality and customer service are critical to our business and we are devoting an increasing amount of resources to these areas to improve performance. In 2013 we introduced a new initiative called Right first time aimed at the people who produce and deliver our products and designed to improve quality.

This has been a big success. Product quality, measured by the volume of customer complaints, has improved and our employees now understand what is required of them to ensure mistakes are eradicated. Our production staff have pledged not to take short cuts with quality, ensure we do not despatch non-conforming products and to take full responsibility for their actions.

We have also made improvements within our customer service centres to ensure our customers receive the right products at the right time and are invoiced correctly. Our aim is to grow a loyal customer base, generate repeat business, and eliminate complaints by delivering the highest levels of product quality and service.

All our business lines operate comprehensive quality management systems to ensure products are made to the highest standards and we  have CE marking for all our products. We continue to invest in development of new products, either working with external partners or the HeidelbergCement Technology Centre in Germany. 

Bishopsgate construction site.

High-performance concrete from three of our central London plants is being used to build the capital’s second tallest skyscraper.