We take pride in our work
We at SNC-Lavalin have the highest respect for our clients, shareholders, and the communities in which we work, and we are grateful for their contribution to our continuing success.
We feel honoured and privileged to work with them. We are committed to meeting their expectations, as well as our obligations under every mandate entrusted to us.
We listen to their feedback, and respond to the best of our technical and managerial abilities. We are committed to their complete satisfaction.
To best serve these various stakeholders, we have implemented Client Satisfaction and Continual Improvement Programs in every division, business unit, geographic office, and subsidiary. These programs are based on the applicable requirements of ISO 9001 International Standard for Quality Management Systems.
We are committed to meeting the expectations of our clients, our shareholders and the communities in which we work by providing advanced technical and managerial skills with the highest levels of professional integrity.
The quality of our product is the reason for our collective success. Each of us is committed to contributing to this overall success.
Quality at SNC-Lavalin means satisfying clients on each and every project and mandate we execute. It is the policy of SNC-Lavalin to achieve client satisfaction through the careful management of our work processes, with due attention to value creation through scope, schedule, cost control, and with emphasis on safety and the environment.
Refer to Appendix 1 for the Hierarchy of the Quality System.
Quality is an integral part of every aspect of our business. The head of each business unit or a functional or support unit is empowered to develop and implement a Quality Management System (QMS) specific to the line of business, based on Corporate Procedures and Systems.
A Quality Plan shall be developed for every project or mandate based on the business unit QMS. The Quality Plan shall address the specific needs of the client, key technical features, execution measures to ensure success and a monitoring plan to deliver results. The Quality Plan shall incorporate appropriate methods to obtain feedback from the client during project execution for measuring and monitoring client satisfaction.
Monitoring of Quality Plans shall focus on the application and improvement of work processes and methodology. At the completion of each project, the lessons learned shall be documented by the project manager and disseminated within the business unit.
Based on feedback from the clients, as well as the lessons learned from the projects, each business unit shall develop a continuous improvement program, focusing on the improvement of work processes and its own QMS.
Each business unit shall maintain proper documentation and archiving systems ensuring the preservation of objective evidence of compliance with legal, contractual and QMS requirements.
At least once in each calendar year, each business unit shall perform a Management Review of the QMS, evaluating its effectiveness in areas such as compliance with Corporate Quality Policy, procedures, customer satisfaction and continuous improvements.
At the end of each calendar year, the Minutes of Meeting of the Management Review shall be submitted to the Corporate Director of Quality for analysis and presentation to the Office of the President.
The heads of the business units, through their executive vice-presidents, shall report to the President and Chief Executive Officer on client feedback and/or any quality issues on projects in their monthly operations report.
The Business Unit Quality Assurance Managers shall submit Appendix 2 "Quality Monthly Project Status Report" duly completed each month to the Corporate Director of Quality. A summary of the results will be presented monthly to the Office of the President by the executive vice-president responsible for the application of this Quality Policy.
This Quality Policy applies to all SNC-Lavalin divisions, business units, geographic offices, subsidiaries, corporate support units and to all joint ventures and consortia of which SNC-Lavalin is the leader.
The executive vice-president responsible for Quality Policy shall evaluate the effectiveness of the application of this Policy, and provide an independent assessment, and any recommendations for its improvement, as required, to the President and Chief Executive Officer.