Close Quality Issues Before They Delay Handover And Damage Client Relationships
Snagging lists in notebooks, defect photos in WhatsApp, and non-conformances in spreadsheets mean quality problems slip through to handover—creating client dissatisfaction, retention claims, and expensive rectification. Onos consolidates all quality issues in one system with automated workflows, contractor assignment, and analytics revealing systemic problems—enabling prevention rather than perpetual firefighting.
Quality Management For Every Role
From site-based staff to senior leadership, Onos provides the tools and insights needed to manage quality effectively
For Site-Based Staff
You're identifying snags and defects throughout the project but recording them in notebooks, taking photos on your personal phone, and hoping someone compiles everything into a coherent handover list. Critical defects are forgotten until the client's snagging inspection reveals work you thought was complete.
Onos lets you raise quality issues in under 60 seconds from your phone—take a photo, describe the defect, assign it to the responsible contractor with a due date, and mark its location on a drawing. Issues are visible to everyone who needs to see them (site managers, contractors, clients), automated reminders chase overdue items, and you'll see exactly what's been fixed and what remains outstanding at any moment—eliminating handover surprises.
For Office Admin Staff
You're compiling quality issues from multiple sources—site notebooks, email, WhatsApp screenshots, paper snagging lists—into spreadsheets that are outdated before you finish creating them. Contractors claim they fixed issues weeks ago, but you have no photo evidence. The client's snagging inspection identifies defects that should have been caught internally.
Onos captures all quality issues with photos, locations, and responsibilities from the moment they're identified. Contractors provide photo evidence when issues are fixed, which you review and approve before closing. Real-time status visibility means you produce accurate snagging reports in 5 minutes instead of 4 hours. Pre-handover internal inspections identify defects before client inspections, protecting reputation and reducing retention claims.
For Senior & Board-Level Staff
Quality defects cause retention release delays (tying up working capital), generate costly rectification work, and damage client relationships—but you have no visibility into which contractors, activities, or sites generate the most issues, meaning you can't implement systemic improvements or hold suppliers accountable.
Onos provides enterprise-wide quality analytics showing defect rates by contractor, issue types, root causes, and rectification costs. Identify subcontractors with persistently poor quality—use data during procurement reviews and performance improvement plans. Track time-to-closure metrics revealing whether quality issues are resolved promptly or languish for months. Demonstrate continuous quality improvement to clients and certification bodies with trend data showing reducing defect rates over time.
How It Works
Four simple steps to transform quality management from reactive firefighting to proactive prevention
Capture Issues At Source
Site teams raise quality issues via mobile app or desktop—select issue type (snag, defect, non-conformance, customer complaint), photograph the problem, describe required rectification, and assign responsibility to internal staff or external contractors.
Pin To Drawings (Optional)
Upload project drawings and pin quality issues to specific locations—creating visual snagging lists showing exactly where defects are located. Colour-coded pins show status (outstanding, in progress, fixed, verified, closed).
Assign, Track & Chase
Issues automatically notify responsible parties. Contractors access their assigned issues via mobile app or secure links (no login required). Automated reminders chase overdue items. Contractors upload photo evidence showing rectification work completed.
Verify & Close With Approval
Quality managers or site managers review contractor-submitted evidence. If satisfactory, approve and close the issue. If inadequate, reject with comments and photos showing what's still required. Approval workflows ensure issues aren't closed without proper verification.
Real-World Applications
See how Onos transforms quality management across different scenarios
Pre-Handover Snagging
- Mobile snagging inspections with photo evidence
- Issue assignment to multiple contractors simultaneously
- Drawing mark-ups showing defect locations
- Client portal access showing real-time snagging status
Internal snagging before client inspections means fewer surprises and smoother handovers
Complete verified snagging lists accelerate retention release and improve cash flow
Demonstrate professional quality management that secures repeat work and referrals
Contractor Quality Performance
- Defect rates calculated automatically by contractor
- Root cause analysis showing whether defects are design, workmanship, or materials
- Cost tracking for rectification work
- Integration with contractor performance scorecards
Use quality data during contractor selection—lowest price isn't best value if quality is poor
Contractors who cause defects fund rectification—automated cost tracking supports backcharges
Share quality metrics with contractors—competition drives performance improvement
Customer Complaint Management
- Separate workflow for external complaints from clients or end-users
- Escalation rules for serious complaints requiring immediate response
- Integration with corrective actions ensuring complaints drive improvements
- Customer satisfaction scoring and trend analysis
Systematic complaint handling demonstrates professional client care
Serious complaints are escalated immediately rather than languishing in email inboxes
Analyse complaints to identify systemic issues requiring process changes
"Manage issues effectively to reduce delays and improve project quality. Identify, track, and resolve Snags, Defects and Non-Conformances."
Drawing Integration
Pin issues to floor plans and elevations for visual snagging lists
Contractor Delegation
Assign issues to supply chain with secure access via magic links
| Capability | Notebook & WhatsApp Snagging | Onos Quality Module |
|---|---|---|
| Handover List Compilation | 4 hours compiling handover snagging list | 5 minutes exporting current issues from system |
| Evidence of Completion | Contractors claim defects fixed—no evidence | Photo evidence required for issue closure |
| Client Snagging Inspection | Client snagging inspection identifies 60 items | Internal digital snagging finds defects first—client inspection identifies under 20 |
| Contractor Performance Data | No data on which contractors cause most quality issues | Analytics reveal contractor defect rates informing procurement |
| Handover Timeline | Handover delayed 3-4 weeks while snags are resolved | Real-time status visibility enables proactive completion before handover deadline |
Ready To Transform Quality Management?
Choose the option that best fits your needs
Schedule Quality Management Demo
We'll demonstrate raising a snag on your phone, pinning it to a drawing, assigning it to a contractor, and reviewing their photo evidence—showing the complete workflow from identification to verified closure.
Book DemoDownload NCR Template Library
Get our library of non-conformance report templates covering common quality issues in construction, manufacturing, and facilities management.
Download TemplatesCalculate Handover Efficiency ROI
Estimate the financial impact of faster handovers, reduced retention periods, and prevented defect rectification costs. Most companies identify £30k-£80k annual savings per major project.
Calculate ROI