Working with Us and Quality

Here is an outline of what you can expect to happen depending upon the service that you require which you select from the list below:

Utilising skills accumulated in the development of new technologies while working on various collaborative projects, Fluence can undertake programmes which are designed to establish the relevance and benefits of micro-engineering to new products and applications.

Your scientists and engineers talking with our scientists and engineers

Fluence is proud of its track record in being flexible, responsive and focused on the needs of our customer. We are accustomed to managing projects with multiple points of contact or those where a single points of contact is more efficient. We will link with your organization to ensure we provide the service that best matches the level of support your project requires.

Making an Enquiry

You have a new project, and you want to discuss it with Epigem. If you already know someone within our organization feel free to contact them. He/she will be delighted to take your enquiry and to channel it through to the appropriate person internally.
If you don’t already know anyone in Fluence then please call our central enquiry telephone line +44 1642 496300 or 01642 496300 if you are in the UK or send us an e-mail to

First Contact with Fluence

When we receive your enquiry you will be contacted by a sales engineer whose expertise matches the nature of your enquiry. He / she will become your local point of contact and will be backed up by our customer support office that will ensure commercial development issues are addressed.
If it is appropriate for a non-disclosure agreement to be put in place we will be happy to consider your agreement or can supply our simple non-disclosure agreement so we can begin a two way exchange of information. He/she will then obtain from you your detailed needs (for example, if you require manufacturing he/she will ascertain your specification, scale and timing requirements)

Early Scope Definition

The Sales Engineer, on your behalf, will discuss your requirements internally with those who need to know and will build up a work plan that matches your needs. This may generate some supplementary questions (for example, what functions are required, what materials of construction are appropriate what is the appropriate fabrication process flow).

The Sales Engineer may seek answers from you to supplementary questions and, depending upon the complexity of the open issues, may suggest a direct exchange with your technical expert.

The Proposal

Once we have an understanding of your requirements we will issue a proposal for the work you are requesting. This initial draft document provides the first opportunity for us to spell out exactly what work we would do in order to meet your project requirements. It also provides the first opportunity for you to see the cost associated with the work you have requested.

After the issue of the first draft version proposal, we would typically engage in a discussion to confirm that the proposed project scope adequately meets your needs. Any adjustment in scope and content would be captured in a reissued second version proposal. This discussion and iteration of the proposal will continue until you are completely satisfied that the project details exactly meet your needs, and that the scope of work you are requesting is commensurate with your available funding

Supply and Quality Contracts

We do not require a contract to be in place before beginning a project, we leave that decision to the customer. In the absence of a contract the prospective project would be subject to our standard Terms and Conditions which will be attached to the proposal.
Similarly, we put Quality Control Agreements in place once the detailed manufacturing specification has been determined and agreed. We do however, believe it is good practice to operate under the guidance of our Quality System that applies to all processes and procedures. All of our fabrication and clean manufacturing capabilities are certified to ISO9001 and MNT Quality Mark standards

Project Sign-on

Once the final proposal scope or Statement of Work is agreed upon, the proposal is frozen and the project is initiated by your signing of the project acceptance portion of the proposal.

Project Management

Fluence is a project management based organization. All customer projects are assigned a Project Manager. He/she will become your primary point of contact through the project execution. He/she will have internal ownership for your project and will oversee delivery of all aspects of your project across all of our delivery functions.

Again through the project delivery phase we encourage multipoint interfacing – your experts talking with our experts. The Project Manager will remain a constant feature in all discussions but he/she will not constrain the flow of interactions across all interfaces where you desire a dialogue.

Scope Changes

Once the proposal is signed, the initial scope of the project is locked. If a scope change is required this will be summarized in a Change Request Statement which details the change to the original scope, the reason for the change, and the cost implications. The change will only be enacted once both parties have signed and approved the Change Request Statement.

Post Project Review

We conduct post- project reviews on all projects and after all significant intermediate project milestones. We distil the non-customer confidential learning from these reviews into our entire organization. Continuous improvement is part of our Quality System.

After the Project

We don’t just want to talk to you when you have a live project. Our Business Model is based on long-term customer relationships. Between projects we will maintain regular contact with you so we can continue to understand your evolving needs and concerns. We are available for consultation and discussion at all stages from proof of concept to commercial production

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