Commitment
We seek excellence and continuous improvement in every aspect of our business. We have a responsibility to adhere to the highest standards of behaviour and care. We recognise our responsibilities as an international business and we aim to set, encourage and sustain the highest standards of corporate responsibility in everything we do across our operations. We believe that this not only makes good business sense, it also has the potential to improve our working relationships with our clients, suppliers, each other and the wider community around us.
Our Vision & Mission
Hyphen’s vision is to be a trusted partner of global clients, delivering architectural excellence anywhere in the world, together.
We stand for quality. Our accountability to quality is vital to all we do. We are committed to the continual improvement of our services and towards satisfying all the applicable requirements of our certification to ISO 9001:2015, which also supports our Quality Management System (QMS).
We not only strive to meet, or exceed, the needs of our clients and other primary stakeholders, we go the ‘extra mile’ by continually reviewing and improving our QMS to enhance performance, increase client satisfaction and achieve our company’s goals and quality objectives. We care about the details and in everything that we do, we are proud to say “we did that”.
Our Quality Management System (QMS)
The scope of the QMS covers the core services we provide, including Full Architectural Design, Project Management and Health & Safety Services.
Through our QMS we check that reasonable skill, care and efficiency is exercised in every aspect of the services we provide. The QMS is continually monitored by our Directors, Quality Managers, Head of Technical Standards, Director of Quality & Sustainability and the COO to ensure its effectiveness through auditing, reporting and review.
Quality Management Reviews are carried out at planned intervals and are reported to our project leads, local directors and the Hyphen Board. Any recommendations for changes or improvements are then advised to the board. We continually strive to do better and learn from our experiences.
Our Quality Goals
Our goals are high-level statements of our priorities, these have been revised to align with our Five-Year Plan and will be reviewed as our vision and mission evolves.
Our Global Quality Goals are:
- To consistently and efficiently deliver architectural excellence for our clients, worldwide.
- To foster a global culture of collaboration across all offices.
- To continually improve across all aspects of our business.
- To look ahead and prepare ourselves for upcoming challenges.
- To work with the best suppliers and subconsultants.
Our Quality Objectives
Our objectives are what we need to do to achieve our goals. At Hyphen our COO, Director of Quality & Sustainability and Head of Technical Standards set out our annual global quality objectives and the Directors and Quality Managers of each office set their local objectives.
Objectives must be SMART:
- Specific
- Measurable
- Achievable
- Realistic
- Timely
The quality managers measure our progress against these objectives and report back to the directors and staff.
Internal and External Engagement
The directors of Hyphen hold ultimate responsibility for the QMS, formulating this policy and providing the necessary resources to implement it effectively. The Quality Managers ensure that the QMS conforms to BS EN ISO 9001:2015. We ensure that we comply with all applicable statutory and regulatory requirements, and that this is understood by everyone at Hyphen. We take ownership and we expect every employee to share this dedication to quality and play their part in maintaining and improving quality.
The Quality Policy is accessible to all employees through our intranet ‘Hi’ and on our website for all external parties. Everyone receives periodic instruction and awareness training of the Quality Policy and QMS. Conforming to the requirements of the QMS is mandatory for employees and for external suppliers where their service affects our QMS.
Our suppliers are aware of their effective contribution towards the success of the service provided by us. They are appointed on the understanding that their performance is reviewed and monitored and that their appointment status may be affected by not conforming to the relevant requirements of our QMS. Our uncompromising commitment to quality is essential to our success and we work in an environment that is motivated by continuous improvement and is consistent with our values.