MCS Operating Scenario Calculator - Scenario D
Based on the information you’ve provided, we estimate that your business size and complexity would fall under Scenario D.
These are the processes and controls your business would require as per Scenario D, below Table 1 in Appendix A of the Installer Operating Requirements:
| Item | Requirements |
|---|---|
| Maintaining the competency of an Installer’s employees and any subcontractors, including Technical Supervisors | Understand and be able to refer to MCS requirements for the competency of Technical Supervisors by being able to access the list of MCS approved qualifications and personnel certifications that are published on the MCS website. Retain and be able to make available as requested, copies of own, in date (not expired) qualification certificates, in compliance with the MCS competency requirements associated with the technology(ies) the Installer is, or wishes to be certified to design and/or install. Maintain a register/log of each Technical Supervisor’s qualifications (either separately or as part of the Installer’s training register/log). The training register/log shall include as a minimum: i. the name of the Technical Supervisor ii. date of employment or (sub) contract agreement with the Installer iii. qualification(s) held iv. issue date of qualification(s) v. expiry date of qualification(s) (if specified), and a mechanism for triggering a reminder of qualification expiry to support scheduling of retraining and/or reassessment to ensure the maintenance of qualification(s). The training register/log shall clearly identify subcontracted Technical Supervisors, ensuring copies of their qualifications and contractual arrangements are stored and readily accessible. Contractual arrangements should as minimum, outline the requirement for subcontracted Technical Supervisor(s) to maintain the currency of their qualifications and/or personnel certifications, and provide the Technical Supervisor(s) with the necessary authority to require changes to an installation to ensure its compliance, allowing for their “sign off” of MCS certified installations on behalf of the Installer as though directly employed. |
| Complying with the MCS Installation Standards, Pre-sale Information and System Performance Estimate Standards and related industry standards associated with an installation | Understand where to find the most up to date versions of the applicable MCS Installation Standards, Pre-sale Information & System Performance Estimate Standards, and other related industry standards, appropriate to the technology(ies) the Installer is or is applying to be certified for. Describe the approach taken to new work, to ensure that the Installer can deliver a customer’s installation with the necessary resources and in compliance with the applicable Standards. For example, the Installer maintains an order book of quotations accepted by the Installer’s customers, showing how orders do not extend beyond an Installer’s capabilities and scope of MCS certification. Utilise checklists, work instructions and/or manuals (either electronic or paper-based), that ensure installations are compliant with the relevant MCS Installation Standard, Pre-sale Information & System Performance Estimate Standards and other related industry standards. Demonstrate how the Installer ensures that checklists, work instructions and/or manuals are version controlled and monitored so that they are kept up to date with current scheme requirements. Where installation work does not have the direct involvement of the Technical Supervisor, other than fulfilling their responsibility to sign off the installed system as per the Installer Operating Requirements clause 5.5, the Installer shall deploy processes and/or controls that enable the Technical Supervisor to monitor the use of checklists, work instructions and/or manuals by installation teams. Processes and/or controls should also be in place to undertake quality checks on the installation work as it is performed, based on the competency of the operatives delivering the installation and the degree of risk associated with the installation work, as described in the MCS Guidance for the Supervision of Installation Work, available on the MCS website. Where installation work is always carried out by the Technical Supervisor themselves, or they are directly involved in the delivery of the installation as part of the installation team(s), the requirement for adequate supervision to ensure adherence to the Standards is satisfied. Operate and maintain processes and controls that cover: i. identifying and providing access to the relevant MCS Installation Standards, Pre-sale Information & System Performance Estimate Standards and other related industry standards. ii. maintain checklists, work instructions and/or manuals which are version controlled and kept up to date with current MCS requirements. iii. implementation of regular monitoring and effective audits of processes and controls for their continual improvement; and, in the scenario that a Technical Supervisor is not part of the installation team, a process to determine the degree of supervision necessary, based on the competency of the operatives delivering the installation and the degree of risk associated with the installation work (as described in the MCS Guidance for the Supervision of Installation Work, available on the MCS website). |
| Managing customer satisfaction, including the management of customer feedback and complaints | Maintain a record of any complaints received in relation to the Installer’s MCS related service delivery, either as a paper-based log or simple electronic register, for example, a record of complaints in a secure Microsoft Excel spreadsheet. Records of any complaints received, either justified or otherwise, shall include as a minimum: i. details of the complainant and specific installation concerned ii. nature of the complaint iii. date the complaint was received iv. date of resolution and description of the outcome v. determination of the root cause of the complaint vi. action taken to resolve the complaint and outcome achieved vii. action taken to prevent future similar complaints arising. Installers may choose to utilise the MCS Principles for Good Complaint Handling available on the MCS website. Be able to acknowledge and learn from any direct or indirect customer feedback in relation to an Installer’s service delivery, in addition to any complaints received. For example, responding to general communications from customers that give rise to improvements the Installer could make to their service delivery. Operate a process that ensures the right people in the Installer’s organisation are involved in managing and resolving complaints, and that there is a process of sharing and communicating the learning from complaints and customer feedback and share further instructions more generally with staff. For example, having a standing item on the agenda of an Installer’s management team meetings that considers and implements the learning from complaints and customer feedback received over the prior period. Retain records of complaints and customer feedback, with associated responses, which distinguish the involvement of subcontractors to determine whether their delivery has given rise to a complaint or customer feedback. Operate and maintain processes and controls that cover: i. the collection and management of customer complaints to incorporate acknowledgement of receipt, investigation, resolution and follow-up. ii. Implement a customer feedback procedure, the results from which should inform improvements to the Installer’s processes and controls. |
| Maintaining effective business records as they relate to the delivery of installations | Operate a simple, accessible and secure record management/filing system that keeps all an installation’s documentation in one place, retained for a minimum of six years. In line with the requirement described in clause 5.4, ensure that processes are in place to ensure GDPR compliance is maintained in relation to installation records that may contain personal data. For example, an electronic or paper-based folder containing all an installation’s documentation and any associated correspondence. Steps should be taken to protect against the loss of records/filing system. For example, creating an electronic back up stored off site/in the Cloud. Ensure that those involved in the delivery of an installation and the management of the customer have appropriate access to the Installer’s record management/filing system. Ensure that users of the record management/filing system have received adequate training and/or associated instructions on how to maintain the integrity of records. Operate and maintain processes and controls that cover: i. document control ii. structured record retention/filing per installation iii. storage and retention protocols iv. access and retrieval rights (authorisation) v. monitoring for completion and quality of issued documents |
