Q&A With Altecnic Quality Manager, Chris Churchill, for Quality Week 2023

As part of World Quality Week 2023, we speak with Quality Manager, Chris Churchill, who plays a pivotal role in ensuring the highest standards of quality in our organisation. Join us as we delve into the world of quality management, exploring the importance of quality in our products and processes, the challenges faced, and the strategies employed to maintain excellence.

 

E: Thank you for joining us today, Chris! Can you give us an overview of the primary mission and role of the quality department at Altecnic?

CC: Our quality department has various goals, and these all contribute to the success of Altecnic.

The primary responsibility of the quality department is to guarantee that customers receive the right product, to the highest quality standards, and that it is delivered on time to meet their specific requirements.

Our quality department plays a crucial role in product quality by conducting inspections, investigations, and ensuring that products consistently conform to the correct specifications.

The quality department also serves as a critical link in the supply chain, providing quality management both before and after the delivery of products, ensuring that quality is maintained throughout the entire process.

Another key function of the quality department is to implement an effective audit program, encompassing internal and external assessments, aimed at identifying potential risks and fostering a culture of continuous improvement within Altecnic.

 

E: Sounds like the quality team fulfils a lot of different functions! What key processes and methodologies are used by Altecnic as a whole to maintain and improve quality?

CC: Altecnic adopts a 'Quality First' approach in all aspects of our operations, with quality at the core of our philosophy. This approach is deeply ingrained in their product development, production, and customer service, where we strive to achieve right first time.

The 'Quality First' approach isn't just a slogan but a fundamental principle that ensures customer satisfaction, fosters trust, and positions Altecnic as a trusted partner in the industry.

The PDCA cycle (Plan-Do-Check-Act) is at the forefront of what the business does on a daily occurrence. This allows us to effectively plan, deliver and improve in what we do.

Any quality investigations are also driven by an 8-D methodology that installs a culture of preventing reoccurrence of root cause.

We don’t just foster these approaches internally, but we also work closely with our partners to ensure that customer needs and expectations are met through the design, performance and life cycle of our products.

The team ensures that both quality control is effective and quality assurance is maintained in order to provide the right intelligence back into the business, that not only supports business growth but delivers exceptional quality.

 

E: As a quality department, there are many standards and certifications that you have to keep up to date with, so what quality standards and certifications does Altecnic adhere to, and how do these standards impact the company's operations?

CC: Altecnic places a strong emphasis on adhering to rigorous quality standards and certifications, which significantly impact the company's operations. The company is dedicated to maintaining ISO 9001:2015 certification, ensuring that our quality management systems meet international benchmarks for consistency and efficiency. Altecnic’s business management system is designed not only to comply with ISO requirements but also provide the most effective and efficient processes to support the operation of the business.

Altecnic also adhere to the ISO 14001:2015 certification, a testament to our environmental awareness and our commitment to improving our environmental performance through more efficient use of resources and reduction of waste.

Adherence to these standards drives continuous improvement within the organisation, leading to streamlined processes, increased customer satisfaction, and a reputation for reliability and excellence that enhances our logistics and operations at our Stafford Headquarters.

Alike, many businesses we are also working on our commitment to sustainability and are making great progress with calculations to measure our carbon footprint.

Product specific we also have WRAS certifications that are primarily managed by the technical functions within the business but are regularly requested by our customers.

UK driven legislation and standards are also managed by the team with our commitment to ensure compliance with all relevant clauses is maintained.

 

E: We know that quality needs to be integrated within an organisation, being seen as significant to all departments to ensure that Altecnic continues to drive forward with organisational excellence. In what ways does the quality department collaborate with other departments within Altecnic to ensure this?

CC: The quality department at Altecnic plays a pivotal role in fostering collaboration across various departments within our organisation. Our interactions extend beyond simply ensuring product quality and compliance; they actively engage in cross-functional cooperation to drive overall organisational excellence.

One of the departments the quality team works closely with is our operations team, where the teams ensure adherence to processes and procedures, as well as ensuring adequate inspection regimes are in place for the vast range of product groups the business can offer.

Moreover, as a quality department our audit programs provide valuable data for continuous improvement initiatives, engaging departments company-wide in a collective effort to enhance processes and uphold the highest quality standards.

Internal collaboration is engrained in our daily schedule, with our quality team providing support to external teams, such as sales and customer services, and customers requiring post-delivery support can be supported by our technical department. Working closely with the technical department is second nature to our quality team, with our collaboration on product information, site visits and customer queries a regular part of our day-to-day roles.

 

E: What are the most significant challenges or trends in quality management that Altecnic is currently facing, and how is the company adapting to them?

CC: As we attempt to remain at the top of our game, we face several significant challenges and trends in quality management that demand adaptation and innovation.

Often, the most difficult challenge the quality team face is establishing the facts around any quality related issue. We regularly see that the component or part will be suggested as being the root cause of an issue, but often the events leading up to the install or the design requirements may not have been delivered correctly. As an organisation, Altecnic have extensive technical knowledge available that can assist our customers and help ensure they purchase the correct products for the correct install.

Altecnic is unique in our support that we offer pre- and post-sale in order to ensure the expectations and the requirements of the customer are effectively delivered and fulfilled.

E: Thank you for joining us, Chris! For more information on Altecnic and our commitment to quality, please visit www.altecnic.co.uk.