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Monitoring and evaluation of SP’s activities

Get insights into the monitoring and evaluation procedures at Magnus Holmgren Quality Manager SP, covering various aspects such as internal audits, external audits, complaint handling, customer satisfaction, and benchmarking. Discover how SP ensures quality and compliance across its six subsidiaries and different business areas.

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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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