8 Operation

A project always ends with the end of the project, which includes, among other things, the evaluation of the project with regard to target achievement, customer satisfaction and lessons learned. ARTS Solutions GmbH takes into account, among other things, the guidelines of the GPM (German Society for Project Management eV) in project management. Every ARTS employee receives basic training in the area of ​​project management according to GPM specifications.

With the planning and implementation of the procedures listed below, GF ensures:

• The conformity of the service

• The conformity of the QMS and its improvement in terms of its effectiveness

 

Policy requirement	Quality target framework	path	scale
Customer satisfaction	Input quality	Employees Customer evaluation Instruction Training new technologies	Defects Employee errors Efficiency Fulfillment of customer requirements
Employee satisfaction	individual responsibility	performance-based remuneration internal atmosphere external activities	State of illness Willingness to continue training

ARTS Solutions GmbH maintains a risk management system. It has developed and implemented a process to manage the risks and opportunities related to achieving the intended results of the service, reducing or preventing undesirable effects and achieving continued improvement. This process is constantly being maintained. In principle, risk management is used for the early, formalized analysis of potential risks, errors or problems, the identification, evaluation of causes and consequences and the definition of measures to avoid risks. The aim is to recognize risks during the planning of services in the process and to avoid or minimize them by taking appropriate countermeasures.

The basic procedure is the creation of a project FMEA - it is created during project design, process optimization or when problems arise. An FMEA examines processes, sub-processes or individual work steps with regard to their ability to deliver flawless results. It is used to analyze possible weak points (taking into account people, machines, materials and the environment) and to identify process defects. The evaluation of the weak points and the definition of measures serve to avoid them.

The implementation of the FMEA method follows a process-oriented approach.

Communication with the customer must be structured in such a way that the required information about the service provided, inquiries, contracts or order processing, including changes, feedback from the customer and complaints, is included. In addition, information on how to deal with customer property and what to do in emergencies in the case at hand must be included in the communication. ARTS Solutions GmbH uses a central database and modern communication technology for this.

Short-term, medium- and long-term targets for the turnover of our services are determined and analyzed on the basis of continuous evaluations of operating data by the management. The GF pursues the following goals:

• Expansion of the scope of services or the increase in the complexity of the services,

• Establishment of new order structures,

• Determination of customer satisfaction,

• Implementation of critical information from our customers,

• quick and flexible response to customer complaints,

• constant maintenance of contact with existing customers,

• Acquisition of new customers through targeted inquiries, recommendations and presentations on the Internet and at trade fairs.

Depending on the processing status, the responsible specialist department:

• the information on the scope of services of our company,

• the coordination of the order as part of the offer or contract processing,

• the processing of customer complaints,

• the determination of customer satisfaction.

In the course of processing a customer inquiry or preparing an offer, the sales department with the cooperation of the management does the following:

• Specification of customer requirements for the leased employees or for a service including the necessary services

• Specification of company requirements that are necessary to implement customer requirements (skills and abilities of suitable employees, tests, certificates),

• Determination of the relevant regulations of the customer (legal and regulatory requirements) with regard to the provision of employees

In the case of inquiries and orders (new orders and repeat orders), the sales department, in coordination with the management, checks all requirements (especially special requirements) that are specified by the customer for deadline, technical, legal and commercial feasibility.

Order-specific customer documents are part of the tests.

Agreements on the offer or on technical and commercial documents are clarified by the sales department with the assistance of the specialist department with the customer before the contract is concluded.

When an order is placed or in the case of additions and changes to orders that have already been placed, the internal and external contract documents are checked and approved by the sales department in coordination with the specialist departments with regard to the following points:

• Correspondence of the order data with the offer data

• capacity-specific feasibility

• economic feasibility

• Completeness and appropriateness of the information on deadline, costs and feasibility

• Risk analysis / risk assessment

• Quality requirements, information on specific requirements for services (e.g. proof of qualification)

All additions and changes after the conclusion of the contract are checked again by the sales department in coordination with the specialist departments for deadline, technical, legal and commercial feasibility. The same procedures apply for checking and approving additions to the contract and changes to the contract as for new inquiries or orders. The customer only receives a binding confirmation when it has been checked whether his requirements can be safely implemented.

Before entering into a delivery obligation, ARTS Solutions GmbH determines the requirements stipulated by the customer, any additional requirements and the deviations based on them from the contract, order or previously specified requirements. If the customer requirements change, the project manager must record these requirements and adapt the associated project preparation. 

General

ARTS Solutions GmbH primarily purchases tools, personnel and project-related services from external providers. For this purpose, the essential processes are described in the purchasing, purchasing supplier selection and purchasing supplier assessment processes.

The processes apply to the procurement of quality-relevant products and services. This excludes the procurement of office supplies and the infrastructure services provided by the ARTS Group.

This prevents a provider from delivering goods that do not meet the quality requirements of ARTS Solutions GmbH due to missing, incomplete or incorrect information. The following principles must be observed:

• Orders always from confirmed providers

• clear and complete specification of the materials, personnel or services ordered

• Compliance with legal regulations

• Specification of delivery date and order quantity

• written order

Recruiting

The purchasing process is used at ARTS Solutions GmbH for recruiting. Accordingly, the process is as follows.

• Requirements for the staff are formulated directly by the customer or taken from the specification sheet.

• ART Solutions GmbH sends a request to ARTS Experts GmbH via odoo.

• The feedback consists of detailed résumés of potential employees.

• The evaluation of the applicants is based on the four-eyes principle (by two managers). It is divided into three levels

• • Stage 1: The applicant is assessed according to the qualifications specified in the résumé. The assessment categories are A, B and C (A - all requirements met, B - requirements partially met, C - requirements not met).

  • Level 2: Soft factors are assessed (e.g. team suitability, cultural suitability, development of personnel for the future, qualification with a view to project development). The evaluation is supplemented with "+/-" to the category from level 1 (example: A ++ - best evaluation).

  • Stage 3: An interview takes place. In the interview, the impressions from the curriculum vitae are validated.

• After completion of the assessment of the applicants, the decision will be sent back to ARTS Experts GmbH.

• Accepted applicants sign an employment contract with ARTS Experts GmbH and submit all important certificates, etc. to ARTS. The ARTS Group is also on-boarding.

• At the start of the project, employees are usually leased to ARTS Solutions GmbH. Depending on the project, the organizational integration into ARTS Solutions GmbH takes place. In addition, the on-boarding process of ARTS Solutions GmbH will be run through.

• After the end of the project, the leased employees will be returned to ARTS Experts GmbH, provided there is no follow-up project.

The quality-relevant resources of ARTS Solutions GmbH are tools and IT systems (especially the odoo software). The maintenance of all IT systems (especially the odoo software) is guaranteed by manatec GmbH. The project managers are responsible for the maintenance of tools. The correct functionality is checked both when removing from the warehouse and after use before storage. A continuous functional test is ensured through the daily tool check after the end of the work by the responsible employees. The maintenance of test-relevant monitoring and measuring equipment is regulated in chapter 7.1.5 or in the maintenance process .

The tools are stored at ARTS Solutions GmbH according to the following standard criteria

• Dryness,

• Safety,

• Cleanliness and

• Functionality

of the storage room. Compliance with the criteria is checked once a year by the QMB.

At ARTS Solutions GmbH, services are identified in projects via customer work orders and the use of employee-related stamps. After completing an operation, the responsible employee signs the order with his stamp, his signature and the corresponding date.

The stamps are issued to qualified employees and are described in the stamp list procedure instruction . The following criteria must be met in order to receive a stamp:

• Completed training occupation or related occupation in relation to the activities to be carried out

• At least 3 years of professional experience

• Valid proof of the following training courses

• • Human factors training

  • Fuel Tank Safety 1 and 2 training

  • Electronic Wired Interconnection Systems training

• Additional requirements according to the customer's specifications

The documented stamp lists at ARTS Solutions GmbH ensure that the services performed can be traced. Stamp lists are archived for 30 plus 6 years in accordance with legal regulations. The documentation of the customer work orders takes place at the customer's and is therefore not the responsibility of ARTS Solutions GmbH.

The property of customers and external providers, such as tools, is identified, verified and protected from environmental influences and other damage. This also includes confidential information, intellectual property and personal data. In principle, customer property is treated with the same care as ARTS property. In the event of incorrect use, loss of or damage to property, the customer or the external provider will be informed.

The activities after the customer has provided the service are partially mapped in the project settlement process   .

The work steps and results carried out are documented according to customer requirements and handed over to the customer as project documentation at the end of the operational work. Part of the documentation can, for example, be the Certificates of Conformity for the defined project milestones. The documentation is the basis for the technical acceptance by the customer.

Customer satisfaction is obtained on the basis of the template after completion of the operational work at the customer. It is an essential factor for customer loyalty as well as the long-term customer-oriented orientation of the services of ARTS Solutions. Furthermore, an internal evaluation of customer satisfaction takes place at given times (e.g. management review).

Complaints that are communicated in connection with the final technical acceptance by the customer in writing or verbally are described in the complaints process and processed on the basis of this.

If, after the final technical acceptance, errors are identified by a project employee at ARTS Solutions GmbH, the responsible project manager takes over processing them. In this case, the incident is first communicated to the customer and further action is agreed with him. The error can then be processed using the complaint process, whereby the first step is omitted and the complaint is to be understood as a description of the error by the responsible employee. This may be followed by a new technical acceptance by the customer.

In addition, ARTS Solutions grants the statutory warranty of 24 months for the services it provides from acceptance. The responsible project manager remains the direct contact person for the customer during this period. Complaints made in this context are also  dealt with using the  Complaints process . The project manager is also available for further inquiries from the customer regarding the service provided, in order to ensure customer benefits.

The knowledge management of ARTS Solutions takes place via the preparation and filing of internal project documentation. Part of this is the knowledge gained in the project, so-called lessons learned. In preparation for new projects, these serve to prevent frequent mistakes and to improve customer service.

The provision of services is always based on customer requirements. Changes are to be discussed accordingly by the project manager with the customer. In special cases, an agreement is made with the GF.

The provision of services is always based on customer requirements. Changes are to be discussed accordingly by the project manager with the customer. In special cases, an agreement is made with the GF.

Our services can only develop their full benefit for the customer if they meet his requirements to the highest degree. All parties involved in the creation of value undertake to meet customer requirements and wishes. This is the only way to approve the desired service for the customer.

When the service is provided, both intermediate tests and a final technical acceptance are carried out to ensure the product quality desired by the customer. For details, is in the processes Project realizatio n and BPO realization regulated.