Quality

QUALITY POLICY
The fundamental concern of PLANITKI S.A. Management is that the studies it undertakes and the services provided to customers, are characterized by high quality, are worked out according to the requested specifications, are carried out according to the timetables and satisfy the strictest technical criteria.

Planitiki S.A. insures the above requirements through its organisation according to the Quality Guarantee System of ISO 9001 and is based on:

• The continuing investments in new technology equipment and installations aiming to the Company's improvement and modernisation
• The continuing information on the technological developments and the incorporation of new technologies as information technology, telecommunications, internet, spatial and new materials in the development of studies
• The completely organised internal structure which is checked with continuing inspections
• The continuous evaluation and training of outsourcing collaborators
• The capable and specialised personnel which increases its possibilities with continuing training

The agreement on the joint development of studies with GEOGRAFIKI S.A. which is also certified by the System of Quality Guarantee according to ISO 9001, is considered by the company a strategic choice.

The company quality policy is also expressed through collaborations with specialized consultants if this is necessary for the optimization of the studies.

The Management is committed for the determination of required actions for prevention of errors as well as the determining the causes of the problems. It promotes solutions for the most optimal services and submits the studies in qualitative and quantitative control.

All the departments of Planitiki S.A. are responsible to correspond, absorb and apply the processes that are required by the Quality Guarantee System on their daily activities. The Management applies and promotes directives for the increase of the personnel interest for the quality, the establishment of motives and the distribution of information. Moreover the Management provides the necessary resources for the operation of the Quality Guarantee System.

It is also responsibility of the Planitiki S.A. Management to insure that the Quality Guarantee Policy is applicable, aiming to the continuous constant development of its enterprising activities, with belief to its principles, offering the customers the most excellent Services.

George Antoniou
Managing Director

ORGANISATION

The scope of foundation and operation of Planitiki S.A. is stated in its statute (Article 3) and based on them has developed enterprising activities and is able to develop furthermore. Up to today it has developed the following main activities:

• Studies Department, based on which all kind of Studies are designed and implemented towards the State and Private individuals in Greece and abroad.
• Consulting Services
• Constitutions Networks, LOCAL AUTHORITY etc.
• The company has the basis for the development of Commercial Department, special software and other High Technology services.

Responsibilities and Competences
For the correct operation of the company a flow chart has been approved stating the basic operations and relative analyses. The responsibilities-competences of the positions of the above operations have been analyzed and communicated to the executives and the personnel of the company.

The General Director or the authorised intermediary executives appoint personnel in charge for the above positions. It is clarified that an executive can undertake the responsibility of more than one operation, based on the company needs.

The analytic examination and evaluation of the situation and the sufficiency of the Quality Guarantee System concerning the Quality Policy and the objective Management Goals is the responsibility of the General Director of Planitiki S.A.

Agreements Review

Planitiki S.A. participates in tenders, via which is assigned by "Employers" the development of studies. The deliverables and specifications of each study are stated with precision in each RFT (Request for Tender) and its attached documentation. These are received by the company from the institution in cooperation, and the requirements in resources and the technical specifications are analyzed.

Following to the study requirements' analysis by the responsible work group based on the above factors and the Company's participation to the Tender is decided, all relevant collaborations are being designed, the submission material is being prepared, checked for its completeness and quality and all the phases until the entrusting are monitored.

Following to the entrusting of the study to our company or to the Cooperation, the company is prepared for the signing of the Agreement. A suitable mechanism is in place in order to confirm that the employer requirements have been stated with precision. Each agreement is reviewed in order to confirm that:

• The object, the extent of application and the requirements of the agreement have been determined-stated.
• The confidential information is protected
• The contracting parties are capable to satisfy their conventional obligations
• The terminology used is common and explicit
• The agreement covers the requirements of the Tender
• The possible negative possibilities have been identified

Following to the signing of the agreement the company works out the study according to the conventional obligations. During the development of the study, it is possible that the Terms and Conditions of the agreement are modified either by the "Employer" or by the "Company". Files are kept for any modification of the agreement, which are available to the involved parties to control and confirm.

Planning Control

Planitiki S.A. undertakes studies according to the department of Studies' degrees in effect. The above studies require the use of high technology and know-how. For this reason, with the entrusting of the study to our company, the company arranges a complete and analytic planning, the technical particularities and forms in detail a "Phase Log" for the project, in which all corresponding actions and quality controls are described per phase.

Each project is assigned to the Project Leader, who undertakes the co-ordination and the follow-up of the project. In collaboration with the Department Manager, the Timetable of the project is developed and monitored. In collaboration with the corresponding Sector Manager, the technical details are analyzed, the Directives of Work are drawn up and the plan for the essential Quality Controls is being formed. The Quality Guarantee Manager has the responsibility for the follow-up of the fulfilment of the specifications that have been stated for the above-mentioned project.

The specifications for the planning are related to the primary information and deliverables of the project. The Project Leader is responsible for the detailed analysis of the above based on the detailed information provided by the "Employer", the essential data per phase, as well as the methodology that will be followed. The results of the planning are related to the deliverables of the project, however the control of the fulfilment of the specifications is taking place not only at the completion of the project, but also during its duration.

Documentation And Data Control

Processes have been established to control the publication, distribution, management and modification of the documentation immediately interfering with the Quality of Planitiki S.A. operation. This documentation includes the processes, the directives, the forms, etc

All the processes, directives, designs and other forms issued by Planitiki S.A. are developed according to specific and predetermined layouts.

Supplies And Collaborations

For the desired level of Quality of the provided services that Planitiki S.A. wishes to offer to its customers, processes have been established to insure that the out sourcing collaborators of the company have the essential experience and specialisation, as well as that the equipment used is supplied and after-sales supported by reliable suppliers.

This is insured with the evaluation and continuous follow-up of the company collaborators to what concerns their ability to provide services of the required Quality and price, as well as to their abilities and their willingness to collaborate with the company for the solving of any problems and the continuous improvement of the service level to the final customer.

Besides the Company personnel, the internal and outsourcing collaborators, other inputs are also considered:

• Scientific collaborators.
• Measurement Technicians related to the studies.
• Other companies/Outsourcing collaborators.
• Information Banks.
• Libraries.
• Support Services (Photocopier, Courier, Outsourcing typing, Legal Consulting etc).
• Software Support.
• Office equipment Support.
• Consumable Suppliers, office supplies etc.

Specifically for the outsourcing collaborators and the above mentioned input forms, an effort is overwhelmed so that explicit and conventionally indicated relations with these collaborators / subcontractors, are in place so that the object of the assigned Project is determined, precisely and at absolute equivalence with the project agreed in the corresponding agreement with the customer. Towards this direction and in cases where this is applicable, the articles of the Agreements signed between the company and the "Employer", are copied "unaltered" in the corresponding agreement with the subcontractor.

Recognition And Traceability

Planitiki S.A. has established processes what allow the recognition and traceability of the services that provides to its customers. These processes result to the company recognition of its collaborators, personnel, and equipment used per project phase, resulting to the easy identification and effective re-establishment of any errors and the avoidance of repetition of the same errors and omissions in the future. The Recognition and Traceability is of high importance for the quality in the cases of cooperation and collaborations, where it is essential to have a clear picture and origin, regarding the parts of a study that result as an output from one collaborator, in order to be used as an input by the other. Based on the above the company quality operation is in constant vigilance and in place in order to identify the origin of a problem or failure so that:

• The real cause of the failure is identified so that important time and resources are not allocated to corrections that are irrelevant to the problem.
• The removal of the cause is possible.

Operations Control

At Planitiki S.A. all the functions and operations are taking place under controlled conditions, so that the Quality of provided services is insured and that the control of their effectiveness is possible via periodical inspections

In order to achieve this goal the company has taken care of:

• Clear processes and work directives, per company sector and per project.
• Appropriate collaborators and personnel training.
• Appropriate equipment.
• Work environment that contribute to the achievement of the service level that has been set as a Quality goal.
• Processes follow-up and monitor with appropriate means of control.
• Work acceptance criteria that are determined to the most possible extend e.g. with report templates, written directives.

In order to control the study activity, it is required in the feasible degree and for each category of study the following:

• Specifications, phase log and work templates.
• Identification of input data, reports and deliverables of the study.
• An indicative implementation timetable.
• Directives of work study when required in critical points.
• Appropriate equipment and software.
• Status or one-track report in functional and technical specifications, where applicable.
• Reports in obligatory general and special regulations, circulars, legislation, international models that are applicable to each Study.
• Standard process in place regarding information in legislation issues, changes, modifications.
• Points of control by the responsible personnel and relative control directives, when feasible
• Controlling tools, S/W and control methods (control nomograms and confirmation).
• Binder prepared-including legitimizing and justifying Company documents, which is periodically updated (tax - insurance updates etc)
• Directives for models - relative materials.

The company organization and quality system give high importance to the careful work planning in order to insure the providing work quality in the long-term horizon. The role of the General Coordinator of Studies is of high importance for the quality guarantee of our work, which achieves the planning type of Multi Project Planning, in order to monitor the projects, to program and reprogram all the projects at the same time (as stated at the company organization chart). Based on such planning the need for available "model" records of the man-hours allocated per project is essential.

Inspections, Measurements And Trial Equipment

Planitiki S.A. performs concrete Controls of Quality per phase and per project, concerning the confirmation of implementation of specific actions and the use of equipment of measurement.

Suitable equipment is used to perform inspections and essential means are allocated, so as to achieve the desirable Quality.

Where equipment for various measurements is used, the precision of which can influence the Quality of products and services, maintenance and controlling of the precision of equipment is being made. Consequently for these cases there is:

• State of equipment with technical specifications and limits of operation
• Directives of handling - User Manual
• Registration of time intervals of regulation and calibration of equipment so that it is verified that all the measurements are precise
• Marking or labels of calibration with last and following date of the next of calibration

Internal Inspections Of Quality

The application of Quality Guarantee System and its conformity with the ISO 9001 requirements are achieved by scheduled Internal Quality Inspections that are held at least twice.

Besides the scheduled inspections, in case of important changes in the existing processes or in case the Quality Committee decides its necessity, additional inspections are being held.

The inspection discoveries are filed and Preventive and Corrective actions are made when required in order to achieve the predetermined operation.

The Internal Quality Inspection discoveries are examined by the company Management.

The personnel that holds the Internal Inspections of Quality is independent from the personnel that has the direct responsibility for the implementation of activities, so that the independence and the objectivity of inspection are ensured. The objectives at the Internal Inspections of Quality are:

• to prove to the Management that the System of Guarantee of Quality functions satisfactorily
• to discover by any discrepancies and to initiate the essential Corrective and Preventive Energies
• to discover any mistakes or insufficiencies of the existing system

Training

he Management of the company acts periodically examination of needs of personnel training, as well as evaluation of his yield. At the same time, it invests in the exterior collaborators that also uses and includes them in the organized training programs.

For this reason, a personnel training record has been created, via which the provided training is monitored. The responsible Human Resources Personnel update this record and is responsible for the localization personnel training needs and the corresponding training provision.

The training includes training of executives on concrete methods and techniques with regard to the development of work, as well as growth of more general philosophy for the Quality. The training and its documentation are implemented mainly as of below:

• With a Program of general periodical and special training that can become as course or with methods "on the job training" especially for the new employees of the company
• Presentations of studies as educational and information process.
• Attendance in meetings - events etc, with relative reports of attendance and distribution internally in the company

After Sales Support

Statistical Techniques

Planitiki S.A. uses various statistical methods and techniques with which is able to monitor, analyze and control selected characteristics of the services it provides. This analysis leads to better understanding of our customer's needs, better control of the processes and to the quality measurement of the provided services. Specifically:

• The company personnel in charge of the main activities propose/present to the Management the issues in need of statistical follow up and following to the reasoning, the expediency, the breadth of their exploitation and consider-ability they are measurable and they are susceptible of their follow-up with indicators.
• Also at the examinations of Management are reported and evaluated the above-mentioned information and are given the new governing directives. The evaluation of the above information from the users should be continuing, without fail however in the end of each year they are recorded, they are compared with the placed objectives and with the results of previous years.