Quality Manual SECTION1: INTRODUCTION 1.1 About the Company Company adopts the ISO 9001:2015 Quality Management System. Requiement as the pin!iple "o de#eloping this Quality Management System $QMS%. &he e'tent o" this QMS esta(lished is (ased on the natue o" ou ogani)ation* !omple'ity and intea!tion o" the po!esses p o!esses and !ompeten!y o" ou pesonnel. p esonnel. &he &op &op Management o" Company shall demonstate its "ull !ommitment in esta(lishing* do!umenting* implementing* maintaining and !ontinual impo#ement o" this QMS in a!!odan!e +ith the ISO 9001:2015 equiements. &o & o implement this quality management system* Company has :, 1. Identi-ed Identi-ed the po!esses po!esses needed "o the quality quality management management system 2. /ete /etemined mined the sequen!e sequen!e and intea!tion intea!tion o" these po!esses po!esses . /ete /etemined mined !iteia !iteia and methods equi equied ed to ensue the ee!ti#e opeation and !ontol o" these po!esses . 3nsu 3nsued ed the a#aila(ility a#aila(ility o" in"omation in"omation ne!essay ne!essay to suppot the opeation and monitoing o" these po!esses 5. Measu Measued* ed* monitoed monitoed and analy)ed analy)ed these po!esses* po!esses* and implemented a!tion ne!essay to a!hie#e planned esults and !ontinual impo#ement. Company shall (e !ommitted to !ontol outsou!ed po!ess to ensue su!h po!esses ae !aied out (ased on the !onta!tual equiements. &he e'tent o" !ontol shall (e as "ollo+ed: 1. 4otential 4otential impa!t impa!t that the podu!t podu!t is po#ided po#ided 2. /eg /egee ee to +hi!h the !ontol !ontol o" the po!ess po!ess is shaed . Capa(ili Capa(ility ty o" a!hie#ing the the !ontol !ontol though though !lause . Communi!ation o" this Quality Manual
1.2 Obe!ti"e o# thi$ Quality Manual &his Quality Manual spe!i-es equiements "o a quality management system $QMS% to (e applied to 6Company7 +hen an ogani)ation:
1. needs to demonstat demonstate e its a(ility to !onsistentl !onsistently y po#ide po#ide podu!ts and se#i!es that meet !ustome and appli!a(le statutoy and egulatoy equiements* and 2. aims to enhan!e !ustome !ustome satis"a!tion satis"a!tion though though the ee!ti#e ee!ti#e appli!ation o" the system* in!luding po!esses "o impo#ement o" the system and the assuan!e o" !on"omity to !ustome and appli!a(le statutoy and egulatoy equiements. equiements. . to (e !eti-ed !eti-ed a!!oding a!!oding to ISO 9001 8ll the equiements o" this Quality Manual ae intended to (e appli!a(le to Company. Company. &his manual is also po#ides the guideline gu ideline to implement the po!ess in systemati! +ay and +hee ne!essay* the geneation o" po!edues !ould (e impotant as an e'planatoy statement "o ea!h unit o" opeation to un the po!ess. I" po!edue is equied to (e outlined* it should (e addessed in this manual emaed as e"een!e. O&3 1 In this Quality Manual* the tems ;podu!t< o ;se#i!e< only apply to podu!ts and se#i!es oeed to !ustome as addessed in se!tion . o" the ISO9001 Standad. O&3 2 Statutoy and egulatoy equiements equiements !an (e e'pessed as legal equiements.
SECTION 2. COM%AN& %RO'I(E 8 (ie" statement a(out ogani)ation and its a!ti#ities
SECTION ): A**RE+IATION
SECTION ,: DESCRI%TION O' QUA(IT& MANUA( ,. OR-ANIATIONA( CONTE/T ,.1 Un0e$tan0in the !onte3t o# the !ompany &he management o" Company shall detemine e'tenal e'tenal and intenal issues that ae ele#ant to its pupose and its stategi! die!tion and that ae!t its a(ility to a!hie#e the intended esult$s% o" its quality management system. In"omation o" the issued has (een demonstated (y the Ris 8nalysis do!ument. Reali)ation o" the Ris 8nalysis +ill "ollo+
1. needs to demonstat demonstate e its a(ility to !onsistentl !onsistently y po#ide po#ide podu!ts and se#i!es that meet !ustome and appli!a(le statutoy and egulatoy equiements* and 2. aims to enhan!e !ustome !ustome satis"a!tion satis"a!tion though though the ee!ti#e ee!ti#e appli!ation o" the system* in!luding po!esses "o impo#ement o" the system and the assuan!e o" !on"omity to !ustome and appli!a(le statutoy and egulatoy equiements. equiements. . to (e !eti-ed !eti-ed a!!oding a!!oding to ISO 9001 8ll the equiements o" this Quality Manual ae intended to (e appli!a(le to Company. Company. &his manual is also po#ides the guideline gu ideline to implement the po!ess in systemati! +ay and +hee ne!essay* the geneation o" po!edues !ould (e impotant as an e'planatoy statement "o ea!h unit o" opeation to un the po!ess. I" po!edue is equied to (e outlined* it should (e addessed in this manual emaed as e"een!e. O&3 1 In this Quality Manual* the tems ;podu!t< o ;se#i!e< only apply to podu!ts and se#i!es oeed to !ustome as addessed in se!tion . o" the ISO9001 Standad. O&3 2 Statutoy and egulatoy equiements equiements !an (e e'pessed as legal equiements.
SECTION 2. COM%AN& %RO'I(E 8 (ie" statement a(out ogani)ation and its a!ti#ities
SECTION ): A**RE+IATION
SECTION ,: DESCRI%TION O' QUA(IT& MANUA( ,. OR-ANIATIONA( CONTE/T ,.1 Un0e$tan0in the !onte3t o# the !ompany &he management o" Company shall detemine e'tenal e'tenal and intenal issues that ae ele#ant to its pupose and its stategi! die!tion and that ae!t its a(ility to a!hie#e the intended esult$s% o" its quality management system. In"omation o" the issued has (een demonstated (y the Ris 8nalysis do!ument. Reali)ation o" the Ris 8nalysis +ill "ollo+
a!!oding to se!tion =.1 Ris Management o" this Quality Manual Company shall monito and e#ie+ the Ris 8nalysis do!ument to ensue pe#ention o" the negati#e impa!t to Company (usiness and !onsequen!es o" the issues +ill not >eopadi)e the oppotunity o" Companyin this industy otes 1. Issues !an in!lude in!lude positi#e and negati#e negati#e "a!tos "a!tos o !onditions !onditions "o !onsideation 2. ?ndest ?ndestanding anding the e'tenal e'tenal !onte't !onte't !an (e "a!ilitated "a!ilitated (y !onsideing issues aising "om legal* te!hnologi!al* !ompetiti#e* maet* !ultual* so!ial and e!onomi! en#ionments* +hethe intenational* national* egional o lo!al. . ?ndest ?ndestanding anding the intenal intenal !onte't !onte't !an (e "a!ilitated "a!ilitated (y !onsideing issues elated to #alues* !ultue* no+ledge and pe"oman!e o" the ogani)ation. 8ny !hanges in e'tenal and intenal issues that ae ele#ant to the quality management system* the input shall (e e#ie+ed (y top management o" Company as it equied (y !lause 9. Management Re#ie+ o" this Quality Manual ote: &his se!tion is addessed to meet the equiement o" !lause .1* ?ndestanding the ogani)ation and its !onte't o" ISO 9001
,.2 Un0e$tan0in the nee0$ an0 e3pe!tation$ o# intee$te0 patie$ /ue to thei ee!t o potential ee!t on the Company@s a(ility to !onsistently po#ide (est se#i!es that meet !ustome and appli!a(le statutoy and egulatoy equiements* equiements* the top management o" Company shall detemine: 1. the inteested inteested paties paties that ae ae ele#ant ele#ant to the quality management system implemented +ithin Company 2. the equiements equiements o" these inteested paties that ae ae ele#ant to the quality management system. &hese in!ludes the "ul-llment o" equiement to meet the podu!t spe!i-!ation and !omplian!e +ith the appli!a(le la+s. &he in"omation o" the inteested inteested paties demonstated (y the Aist o" Staeholdes. &he ogani)ation shall monito and e#ie+ this do!ument to maintain the !omplian!e o" needs o" inteested paties and thei ele#ant equiements.
ote: &his se!tion is addessed to meet the equiement o" !lause .2* ?ndestanding the needs and e'pe!tations o" inteested paties o" ISO 9001
,.) S!ope o# Quality Manaement Sy$tem &he top management o" Company shall detemine the (oundaies and appli!a(ility o" the quality management system to esta(lish its s!ope "o !eti-!ation. Consideation is impotant "o Company (e"oe detemining the s!ope o" !eti-!ation 1. the e'tenal and intenal issues e"eed to in !lause .1 ?ndestanding the ogani)ation and its !onte't o" the ISO 9001 standad 2. the equiements o" ele#ant inteested paties e"eed to in !lause .2 ?ndestanding the needs and e'pe!tations o" inteested paties o" the ISO 9001 standad . the podu!ts and se#i!es o" Company. . Company shall apply all the equiements o" ISO 9001 i" appli!a(le +ithin the detemined s!ope o" quality management system. &hee"oe the s!ope o" !eti-!ation to (e >usti-ed "o Company is 4$!ope o# a!ti"ity5 &o un thei a!ti#ities at (elo+ site addess 4Company A00e$$5 By stating the a(o#ementioned s!ope* >usti-!ation is also (eing po#ided to detemine any equiement o" ISO 9001 Standad that Company is not appli!a(le to the s!ope o" quality management system. Company !on-med that the "ollo+ing elements ae not appli!a(le and does not ae!t the ogani)ation@s a(ility o esponsi(ility to ensue the !on"omity o" its podu!ts and se#i!es and the enhan!ement o" !ustome satis"a!tion Clause: Clause: ote: &his se!tion is addessed to meet the equiement o" !lause .* /etemining the s!ope o" the quality management system o" ISO 9001
,., Quality Manaement Sy$tem an0 0etemine0 po!e$$e$
&he top management o" Company shall esta(lish* implement* maintain and !ontinually impo#e a quality management system* in!luding the po!esses needed and thei intea!tions* in a!!odan!e +ith the equiements o" ISO 9001. Company has detemined the po!esses needed "o the quality management system and its appli!ation thoughout the !ompany as "ollo+s:
detemined inputs equied and the outputs e'pe!ted "om the po!esses detemined sequen!e and intea!tion o" the po!esses Re"een!e: Business 4o!ess Mapping detemine and apply the !iteia and methods Re"een!e: /atemination o" po!ess is though Quality Manual 1. Clause D.1 Opeational 4lanning* 2. Clause D.2. Requiement "o podu!ts and se#i!es* and . Clause D. Contol o" e'tenally po#ided po!esses* podu!ts and se#i!es 8ppli!ation o" po!ess is demonstated (y !lause D.5 4odu!tion and se#i!e po#ision monitoing* measuements and elated pe"oman!e indi!atos% needed to ensue the ee!ti#e opeation and !ontol o" these po!esses Re"een!e: E4I Monitoing $8ppli!ation o" this shall "ollo+ as pe !lause =.2 Quality O(>e!ti#e o" this Quality Manual% detemine the esou!es needed "o these po!esses and ensue thei a#aila(ilityRe"e to !lause .1 Resou!e o" this Quality Manual assign the esponsi(ilities and authoities "o these po!esses Re"e to !lause 5. Ogani)ational Roles* Responsi(ility and 8uthoities addess the iss and oppotunities as detemined in a!!odan!e +ith the equiements o" =.1o" the standad Re"e to Ris 8nalysis do!ument $8ppli!ation o" this shall "ollo+ as pe !lause =.1 Ris Management o" this Quality Manual% e#aluate these po!esses and implement any !hanges needed to ensue that these po!esses a!hie#e thei intended esults Re"e to 1. Intenal 8udit 4o!edue 2. Ris Management 4o!edue and* . Management Re#ie+ $as de-ned in !lause 9. Management Re#ie+ o" this Quality Manual% Fhee appli!a(le* the !hange needed shall "ollo+ a!!oding to /o!umented In"omation Contol 4o!edue impo#e the po!esses and the quality management system. Re"e to 1. E4I Monitoing* 2. Coe!ti#e 8!tion
4o!edue* and* . Management Re#ie+ $as de-ned in !lause 9. Management Re#ie+ o" this Quality Manual% 8ll a(o#ementioned do!umented in"omation shall (e maintained and !ontolled though /o!umented In"omation Contol 4o!edue ote: &his se!tion is addessed to meet the equiement o" !lause ..1* and ..2Quality management system and its po!esses o" ISO 9001
6 (EADERS7I% AND COMMITMENT &op management o" Company shall demonstate leadeship and !ommitment +ith espe!t to the quality management system though
6.1 -eneal e$pon$ibilitie$8 1. taing a!!ounta(ility "o the ee!ti#eness o" the quality management system 2. ensuing that the quality poli!y and quality o(>e!ti#es ae esta(lished "o the quality management system and ae !ompati(le +ith the !onte't and stategi! die!tion o" the ogani)ation . ensuing the integation o" the quality management system equiements into the ogani)ation@s (usiness po!esses . pomoting the use o" the po!ess appoa!h and is,(ased thining 5. ensuing that the esou!es needed "o the quality management system ae a#aila(le =. !ommuni!ating the impotan!e o" ee!ti#e quality management and o" !on"oming to the quality management system equiements . ensuing that the quality management system a!hie#es its intended esults D. engaging* die!ting and suppoting pesons to !onti(ute to the ee!ti#eness o" the quality management system 9. pomoting impo#ement 10. suppoting othe ele#ant management oles to demonstate thei leadeship as it applies to thei aeas o" esponsi(ility.
&op management o" Company shall demonstate leadeship and !ommitment +ith espe!t to !ustome "o!us (y: !ustome equiements ae detemined* undestood and !onsistently met Re"e to !lause D.2. Requiement "o podu!ts and se#i!es o" this Quality Manual appli!a(le statutoy and egulatoy equiements ae detemined* undestood and !onsistently met Re"een!e: Aegal Registe Aist and 3#aluation the iss and oppotunities that !an ae!t !on"omity o" podu!ts and se#i!esRe"een!e: Ris 8nalysis do!ument a(ility to enhan!e !ustome satis"a!tion ae detemined and addessed and maintaining to "o!us "o enhan!ing !ustome satis"a!tion Re"een!e: Clause 9.1.2 Custome satis"a!tion o" this Quality Manual ote: &his se!tion is addessed to meet the equiement o" !lause 5.1.1 and5.1.2* Aeadeship and Commitment o" ISO 9001
6.2 Quality %oli!y &op management o" Company esta(lished* implemented and maintained a quality poli!y that: 1. is appopiate to the pupose and !onte't o" the ogani)ation and suppots its stategi! die!tion 2. po#ides a "ame+o "o setting quality o(>e!ti#es . in!ludes a !ommitment to satis"y appli!a(le equiements . in!ludes a !ommitment to !ontinual impo#ement o" the quality management system. &he Quality 4oli!y statement o" 6Company7 is
Statement o# Quality %oli!y hee &his quality poli!y shall (e: 1. maintained as do!umented in"omation and !ontolled though !lause .5 /o!umented In"omation o" this Quality Manual 2. !ommuni!ated* undestood and applied +ithin the ogani)ation though !lause . 8+aeness o" this Quality Manual . a#aila(le to ele#ant inteested paties* as appopiate.
ote: &his se!tion is addessed to meet the equiement o" !lause 5.2.1 and 5.2.2* /e#eloping the Quality 4oli!y o" ISO 9001
6.) Oani9ational Role$ Re$pon$ibility an0 Authoitie$ &op management o" Company shall ensue that the esponsi(ilities and authoities "o ele#ant oles ae assigned* !ommuni!ated and undestood +ithin the ogani)ation. &op management o" Company shall assign the esponsi(ility and authoity "o e'e!uting the (elo+ tass: Responsi(ility: ensuing that the quality management system !on"oms to the equiements o" ISO 9001 Standad Go+ to a!hie#eH 1. Intenal 8udit $e"e to !lause 9.2 Intenal 8udit o" this Quality Manual and 2. Management e#ie+ as pe !lause 9. Management Re#ie+ o" this Quality Manual 8+aeness o" e#ey sta though !lause . 8+aeness o" this Quality Manual 4IC: QMR Responsi(ility: ensuing that the po!esses ae deli#eing thei intended outputsGo+ to a!hie#eH 1. Business 4o!ess Mapping* 2. Clause D.5.1 4odu!tion !ontol o" this Quality Manual 4IC: QMR Responsi(ility:Repoting on the pe"oman!e o" the quality management systemGo+ to a!hie#eH E4I* management e#ie+ 4IC: QMR Responsi(ility: Repoting on oppotunities "o impo#ement $see 10.1%* in pati!ula to top management o" Company Go+ to a!hie#eH Re"e to Quality Manual 1. Clause 10.2 on!on"omity and !oe!ti#e a!tion* and 2. Clause 10. Continual Impo#ement 4IC: QMR Responsi(ility: ensuing the pomotion o" !ustome "o!us thoughout CompanyGo+ to a!hie#eH Re"e to Quality Manual 1. Clause 5.1 eneal esponsi(ilities 2. Clause . 8+aeness 4IC: QMR Responsi(ility: ensuing that the integity o" the quality management system is maintained +hen !hanges to the quality management system ae planned and implemented Go+ to a!hie#eH8!!oding to /o!umented In"omation Contol 4o!edue 4IC: QMR */o!ument Contolle ote: &his se!tion is addessed to meet the equiement o" 5. Ogani)ational Roles* Responsi(ility and 8uthoities o" ISO 9001
; MANA-EMENT O' RIS Manaement Fhen planning "o the QMS* Company had !onsideed the issues addessed in !lause.1 o" the standad and the equiements addessed in !lause .2 o" the standad. &his also in line +ith the aspe!t des!i(ed in !lause .1 ?ndestanding the !onte't o" the !ompany o" this Quality Manual "o Company +hee the intenal and e'tenal issues shall (e addessed. &hee"oe* detemination to the iss and oppotunities is needed to: 1. gi#e assuan!e that the quality management system !an a!hie#e its intended esult$s% 2. enhan!e desia(le ee!ts . pe#ent* o edu!e* undesied ee!ts . a!hie#e impo#ement. &he planning o" is management has !on!ened on the "ollo+ing aspe!ts a% a!tions to addess these iss and oppotunities (% ho+ to: 1% integate and implement the a!tions into its QMS $a!!oding to . o" the standad%* and 2% e#aluate the ee!ti#eness o" the a!tions taen. $see !lause 9.2.1 and 9..1 o" the standad% 8!tions taen to addess iss and oppotunities shall (e popotionate to the potential impa!t on the !on"omity o" podu!ts and se#i!es.
In the !onte't o" Company* is management shall taing into a!!ount on the "ollo+ing aspe!ts 1. 8ppli!a(le legal !omplian!e 2. Foing en#ionment $see .1. 3n#ionment "o the opeation o" po!esses o" this manual% Re"een!e: Ris Management 4o!edue* Ris 8nalysis do!ument
In !on"oman!e +ith !lause .* Quality Management System and
detemined po!esses o" this Quality Manual* do!umented in"omation o" is management shall (e esta(lished* implemented and maintained. &he equiement o" /o!umented In"omation Contol 4o!edue is "ollo+ed &he ee!ti#eness o" a!tions taen to addess iss and oppotunities shall (e e#ie+ed (y top management o" Company as it equied (y !lause 9. Management Re#ie+ o" this Quality Manual ote: &his se!tion is addessed to meet the equiement o" =.1.1 and =.1.2 8!tion to addess iss and oppotunities o" ISO 9001
;.2 Quality Obe!ti"e Company esta(lished quality o(>e!ti#es at ele#ant "un!tions* le#els and po!esses needed "o the QMS. &he quality o(>e!ti#es shall: a% (e !onsistent +ith the quality poli!y (% (e measua(le !% tae into a!!ount appli!a(le equiements d% (e ele#ant to !on"omity o" podu!ts and se#i!es and to enhan!ement o" !ustome satis"a!tion e% (e monitoed "% (e !ommuni!ated g% (e updated as appopiate. &he planning ho+ to a!hie#e quality o(>e!ti#es* Company shall detemine:
a% +hat +ill (e done (% +hat esou!es +ill (e equied !% +ho +ill (e esponsi(le d% +hen it +ill (e !ompleted e% ho+ the esults +ill (e e#aluated. Re"een!e: E4I monitoing
In !on"oman!e +ith !lause .* Quality Management System and detemined po!esses o" this Quality Manual* do!umented in"omation o" Quality O(>e!ti#es shall (e esta(lished* implemented and maintained. &he equiement o" /o!umented In"omation Contol 4o!edue is
egulated. ote: &his se!tion is addessed to meet the equiement o" =.2.1 and =.2.2 Quality O(>e!ti#es and planning to a!hie#e them o" ISO 9001
;.) %lannin o# !hane$ Fhen Company detemines the need "o !hanges to the QMS* the !hanges shall (e !aied out in a planned manne $a!!oding to !lause ..1 and ..2 o" the standad%. It shall !onside: a% the pupose o" the !hanges and thei potential !onsequen!es see !lause =.1 $Ris Management o" this Quality Manual% (% the integity o" the quality management system $See .5 o" this Quality Manual% !% the a#aila(ility o" esou!es $see !lause .1.1 o" this Quality Manual Fhee the !hanges is applied* it shall "ollo+ a!!oding to /o!umented In"omation Contol 4o!edue
ote: &his se!tion is addessed to meet the equiement o" =. 4lanning o" !hangeso" ISO 9001
? SU%%ORT ?.1 Re$ou!e ?.1.1 -eneal Company shall detemine and po#ide the esou!es needed "o the esta(lishment* implementation* maintenan!e and !ontinual impo#ement o" the QMS. /etemination shall in!lude: a% the !apa(ilities o"* and !onstaints on* e'isting intenal esou!es (% +hat needs to (e o(tained "om e'tenal po#ides &he adequa!y o" esou!es laid do+n in !lause .1.2 4eople* .1. In"astu!tue* .1. 3n#ionment "o the opeation o" po!esses* .1.5 Monitoing and measuing esou!es and .1.= Ogani)ational
Eno+ledge shall (e e#ie+ed (y top management o" Company as it equied (y !lause 9. Management Re#ie+ o" this Quality Manual
?.1.2 %eople &he ogani)ation shall detemine and po#ide the pesons ne!essay "o the ee!ti#e implementation o" its quality management system and "o the opeation and !ontol o" its po!esses. /etemination o" quali-ed pesonnel +ill (e addessed in !lause .2 Competen!e o" this Quality Manual ote: &his se!tion is addessed to meet the equiement o" !lause .1.2 4eople* o" ISO 9001
?.1.) In#a$tu!tue Company shall detemine* po#ide and maintain the in"astu!tue ne!essay "o the opeation o" its po!esses and to a!hie#e !on"omity o" podu!ts and se#i!es. /etemination o" In"astu!tue +ithin Company is in!luding: a% (uildings and asso!iated utilities (% equipment* in!luding had+ae and so"t+ae !% tanspotation esou!es d% in"omation and !ommuni!ation te!hnology. 8ll a(o#ementioned in"astu!tue shall (e appopiately maintained in ode to "a!ilitate to+ads positi#e out!ome and to ensue the smoothness o" po!ess !ontol as it de-ned in !lause D.5.1 4odu!tion !ontol o" this Quality Manual
ote: &his se!tion is addessed to meet the equiement o" !lause .1. In"astu!tueo" ISO 9001
?.1., En"ionment #o the opeation o# po!e$$e$ Company shall detemine* po#ide and maintain the en#ionment ne!essay "o the opeation o" its po!esses and to a!hie#e !on"omity o" podu!ts and se#i!es. 8 suita(le en#ionment +ithin Company !an (e a !om(ination o"
human and physi!al "a!tos* su!h as: a% so!ial $e.g. non,dis!iminatoy* !alm* non,!on"ontational% (% psy!hologi!al $e.g. stess,edu!ing* (unout pe#ention* emotionally pote!ti#e% !% physi!al $e.g. tempeatue* heat* humidity* light* aiJo+* hygiene* noise%. &hese a(o#ementioned "a!tos !an (e asso!iated +ith the elements de-ned in se!tion =.1 Ris Management.
&he maintenan!e o" en#ionment is also impotant to ensue the smoothness o" po!ess !ontol as it de-ned in !lause D.5.1 4odu!tion !ontol o" this Quality Manual ote: &his se!tion is addessed to meet the equiement o" !lause .1. 3n#ionment "o the opeation o" po!esses o" ISO 9001
?.1.6 Monitoin an0 mea$uin e$ou!e$ Company shall detemine and po#ide the esou!es needed to ensue #alid and elia(le esults +hen monitoing o measuing is used to #ei"y the !on"omity o" podu!ts and se#i!es to equiements. &hee"oe* Company +ill ensue that the esou!es po#ided: a% ae suita(le "o the spe!i-! type o" monitoing and measuement a!ti#ities (eing undetaen (% ae maintained to ensue thei !ontinuing -tness "o thei pupose. 3#iden!e o" -tness "o pupose o" the monitoing and measuement esou!es shall etain as do!umented in"omation and !ontolled a!!oding to /o!umented In"omation Contol 4o!edue
Fhen measuement ta!ea(ility is a equiement* o is !onsideed (y the ogani)ation to (e an essential pat o" po#iding !on-den!e in the #alidity o" measuement esults* measuing equipment shall (e:
a% !ali(ated o #ei-ed* o (oth* at spe!i-ed inte#als* o pio to use* against measuement standads ta!ea(le to intenational o national measuement standads +hen no su!h
standads e'ist* the (asis used "o !ali(ation o #ei-!ation shall (e etained as do!umented in"omation (% identi-ed in ode to detemine thei status !% sa"eguaded "om ad>ustments* damage o deteioation that +ould in#alidate the !ali(ation status and su(sequent measuement esults.
Fhee the #alidity o" pe#ious measuement esults has (een ad#esely ae!ted +hen measuing equipment is "ound to (e un-t "o its intended pupose* a!tion shall (e taen in a!!odan!e +ith !lause D. Contol o" on!on"oming output o" this Quality Manual.
ote: &his se!tion is addessed to meet the equiement o" !lause .1.5 Monitoing and measuing esou!es o" ISO 9001
?.1.; Oani9ational e!ti#es. Ogani)ational no+ledge also !an (e (ased on:
a% intenal sou!es $e.g. intelle!tual popety no+ledge gained "om e'peien!e lessons leaned "om "ailues and su!!ess"ul po>e!ts !aptuing and shaing undo!umented no+ledge and e'peien!e the esults o" impo#ements in po!esses* podu!ts and se#i!es% (% e'tenal sou!es $e.g. standads a!ademia !on"een!es gatheing no+ledge "om !ustomes o e'tenal po#ides%.
Management o" ogani)ational no+ledge +ill (e addessed in !lause .2 Competen!e o" this Quality Manual ote: &his se!tion is addessed to meet the equiement o" !lause .1.= Ogani)ational Eno+ledge o" ISO 9001
?.2 Competen!e ?.2.1 Detemination o# !ompeten!e a% &he pesonnel K "un!tion !ompeten!y !an (e detemined "om espe!ti#e Lo( /es!iption o L/. L/ ela(oates quali-!ation needed "o sta doing the +o unde thei !ontol that ae!ts the pe"oman!e and ee!ti#eness o" the quality management system. (% &he !ompeten!y o" pesonnel is also impotant to ensue the smoothness o" po!ess !ontol as it de-ned in !lause D.5.1 4odu!tion !ontol o" this Quality Manual !% Consideation o" !ompeten!y may asso!iate the su(>e!ts addessed in this Quality Manual though "ollo+ing !lause a. Clause 5. Ogani)ational Roles* Responsi(ility and 8uthoities (. Clause .1.2 4eople !. Clause .1.= Ogani)ational Eno+ledge d. Clause . 8+aeness d% Competen!y detemined +hen issue (eing aised "om Contol o" on,Con"omity 4o!edue
?.2.2 Maintainin the !ompeten!y a% Lo( /es!iption o" ey "un!tions +ill des!i(e (ased "om edu!ation* e'peien!e and elated sill (% Sill o" "un!tion may de-ned "om the taining attended (y the sta to demonstate appopiate e'petise to po#ide ee!ti#eness o" QMS. !% Fhee the taining is appli!a(le* e#aluation o" ee!ti#eness to measue the positi#e impa!t a"te the pesonnel attended the taining. d% ?pdate L/ as ne!essay e% Retain appopiate do!umented in"omation and !omply +ith /o!umented In"omation Contol 4o!edue ote: &his se!tion is addessed to meet the equiement o" !lause .2 Competen!e* o" ISO 9001
?.) A@aene$$ Company shall ensue that pesons doing +o unde the ogani)ation@s !ontol ae a+ae o": a% the quality poli!y (% ele#ant quality o(>e!ti#es !% thei !onti(ution to the ee!ti#eness o" the quality management system* in!luding the (ene-ts o" impo#ed pe"oman!e d% the impli!ations o" not !on"oming +ith the quality management system equiements Fhee ne!essay* taining should (e !ondu!ted and po!ess should "ollo+ a!!oding to se!tion .2 Competen!e o" this Quality Manual.
ote: &his se!tion is addessed to meet the equiement o" !lause . 8+aeness* o" ISO 9001
?., Communi!ation Company shall detemine the intenal and e'tenal !ommuni!ations ele#ant to the quality management system* in!luding:
a% on +hat it +ill !ommuni!ate (% +hen to !ommuni!ate !% +ith +hom to !ommuni!ate d% ho+ to !ommuni!ate e% +ho !ommuni!ates.
?.,.1 Impotan!e o# ee!ti"e !ommuni!ation It is impotant "o !ompany to tae into a!!ount "o intenal and e'tenal !ommuni!ation input "om inteested paties to ensue that message "om them +ill (e managed in pope +ay
?.,.2 Communi!ation appoa!h FhoH: 3mployee Communi!ation &ools: 3mail* Memo* C8R* oti!e Boad Re!ei#e: 3mployee K !ustome K staeholde FhoH: Custome Communi!ation &ools: 3mail* +itten o!ial letteKnoti!eRe!ei#e: 3mployee
FhoH: Staeholdes Communi!ation &ools: 3mail* +itten o!ial letteKnoti!e Re!ei#e: 3mployee
Maintenan!e o" !ommuni!ation tools shall "ollo+ a!!oding to se!tion .1. In"astu!tue o" this Quality Manual &he sign o" "ail !ommuni!ation may possi(le !ause the "ollo+ing !ases to (e o!!ued a% Complaint "om !ustome o staeholde (% Output does not a(le to a!hie#e the intended esult$s% o" its quality management system. !% &he po!ess is not deli#eing thei intended outputs Fhee appopiate* the po(lem sol#ing should "ollo+ a!!oding to Contol o" on,Con"omity 4o!edue and Coe!ti#e 8!tion 4o!edue
ote: &his se!tion is addessed to meet the equiement o" !lause . Communi!ation* o" ISO 9001
?.6 Do!umente0 In#omation &op Management o" Company shall ensue the quality management system shall in!lude: a% do!umented in"omation equied (y ISO 9001 (% do!umented in"omation detemined (y Companyas (eing ne!essay "o the ee!ti#eness o" the quality management system. &hee"oe* Company has detemined the ne!essay do!umented in"omation to (e applied +ithin the ogani)ation as "ollo+s
Management /o!ument Quality 4oli!y Quality O(>e!ti#es Resou!es
Monitoing N measuement do!ument Competen!y do!ument Opeation
4lanning do!ument Se#i!e equiement e#ie+ Contol o" e'tenal po#ide 4o!ess !ontol do!ument Identi-!ation N ta!ea(ility Custome popety do!ument 4o!ess !hanged do!ument Release o" podu!t on,!on"omity /esign and de#elopment
/esign input /esign !ontol /esign output /esign !hange Monitoing and e#aluation
4e"oman!e monitoing Intenal audit Management e#ie+ Impo#ement
on!on"omity Coe!ti#e a!tion Contol o" do!umented in"omation shall "ollo+ a!!oding to /o!umented In"omation Contol 4o!edue
ote: &his se!tion is addessed to meet the equiement o" !lause .5.1 and.5.2 /o!umented In"omation* o" ISO 9001
B. O%ERATION B.1 Opeational %lannin Company shall plan* implement and !ontol the po!esses
1. as de-ned in !lause . Quality Management System and detemined po!esses o" this Quality Manual that needed to meet the equiements "o the po#ision o" s!ope o" +hi!h Company (eing !eti-ed $4o#ision o" Constu!tion Se#i!es "o Building and Ci#il Fos%* and
2. to implement the a!tions detemined in !lause = o" this Quality Manual $Management o" Riss and Quality O(>e!ti#es% * (y "ollo+ing ta(le QMS 4A8I &8BA3
/es!iption: a%. detemining the equiements "o the podu!ts and se#i!esReali)ation: Re"e to !lause D.2. Requiement "o podu!ts and se#i!es o" this Quality Manual /es!iption: (%. esta(lishing !iteia "o: 1. the po!esses 2. the a!!eptan!e o" podu!ts and se#i!es /es!iption: !%. implementing !ontol o" the po!esses in a!!odan!e +ith the !iteia Reali)ation: Re"e to 1. Business 4o!ess Mapping to o#e#ie+ the po!ess !iteia* 2. Clause D. Contol o" e'tenally po#ided po!esses* podu!ts and se#i!es o" Quality Manual "o pu!hasing a!ti#ities o i" outsou!ed po!ess is appli!a(le . Clause D.5.1 4odu!tion !ontol o" this Quality Manual "o opeational !ontol po!ess* and . Clause D.= Release o" podu!ts and se#i!es o" this Quality Manual "o handing o#e po!ess /es!iption: d%. detemining the esou!es needed to a!hie#e !on"omity to the podu!t and se#i!e equiements Reali)ation: Re"e to 1. Clause .1 Resou!e o" this Quality Manual 2. I" outsou!ed po!esses o e'tenal po#ided po!ess ae applied* !lause D. Contol o" e'tenally po#ided po!esses* podu!ts and se#i!es o" this Quality Manual shall (e e"eed. /es!iption: e%. detemining and eeping do!umented in"omation to the e'tent ne!essay: 1. to ha#e !on-den!e that the po!esses ha#e (een !aied out as planned 2. to demonstate the !on"omity o" podu!ts and se#i!es to thei equiements. Reali)ation: Contol o" do!umented in"omation shall a!!oding to !lause .5 /o!umented In"omation 8ll a(o#ementioned a!ti#ity shall (e maintained in ode to ensue
1. &he output o" this planning emain suita(le "o Company@s opeations. 2. 8(ility o" the planning adequately !ontolled and !onsequen!es o" unintended !hanged !an (e e#ie+ed so that a!tion !an (e taen to mitigate any ad#ese ee!ts* as ne!essay ote: &his se!tion is addessed to meet the equiement o" !lause D.1 Opeational planning and !ontol* o" ISO 9001
B.2. Reuiement #o po0u!t$ an0 $e"i!e$ B.2.1 Cu$tome !ommuni!ation Communi!ation +ith !ustomes shall "ollo+ a!!oding to !lause . Communi!ation o" this Quality Manual in ode to ensue the smoothness o" the "ollo+ing po!ess a% po#iding in"omation elating to podu!ts and se#i!es duing tendeing K (idding po!ess (% handling enquiies* !onta!ts o odes* in!luding !hanges !% o(taining !ustome "eed(a! elating to podu!ts and se#i!es* Fhene#e e!ei#e !omplaints "om !ustome solution po!ess shall "ollo+ a!!oding to !lause 10.2 on!on"omity and !oe!ti#e a!tion o" this Quality Manual d% handling o !ontolling !ustome popety* i" appli!a(le. $Re"e to !lause D.5. 4opety (elonging to !ustomes o e'tenal po#ides o" this Quality Manual "o details% e% esta(lishing spe!i-! equiements "o !ontingen!y a!tions* +hen ele#ant. ote: &his se!tion is addessed to meet the equiement o" !lause D.2.1 Custome !ommuni!ation* o" ISO 9001
B.2.2 Deteminin the euiement$ elate0 to po0u!t$ an0 $e"i!e$ Fhen detemining the equiements "o the podu!ts and se#i!es to (e oeed to !ustomes* the designated peson shall ensue that: a% the equiements "o the podu!ts and se#i!es as de-ned in the Conta!t /o!ument * in!luding: 1% any appli!a(le statutoy and egulatoy equiements 2% those !onsideed ne!essay (y the Company (% the ogani)ation !an meet the !laims "o the podu!ts and se#i!es it oes as de-ned in the !onta!t do!ument. ote: &his se!tion is addessed to meet the equiement o" !lause D.2.2 /etemining the equiements elated to podu!ts and se#i!es* o" ISO 9001
B.2.) Re"ie@ o# euiement$ elate0 to po0u!t$ an0 $e"i!e$
Company shall ensue that it has the a(ility to meet the equiements "o podu!ts and se#i!es to (e oeed to !ustomes. Company shall !ondu!t a e#ie+ (e"oe !ommitting to supply podu!ts and se#i!es to a !ustome* to in!lude: R3I3F R3Q?IR3M3& &8BA3 /es!iption o" equiement: equiements spe!i-ed (y the !ustome* in!luding the equiements "o deli#ey and post, deli#ey a!ti#ities Sou!e: Conta!t /o!ument /es!iption o" equiement: equiements not stated (y the !ustome* (ut ne!essay "o the spe!i-ed o intended use* +hen no+n Sou!e: Aegal Requiement /es!iption o" equiement: equiements spe!i-ed (y the ogani)ation Sou!e: 8s pe !lause D. Opeation o" this Quality Manual /es!iption o" equiement: statutoy and egulatoy equiements appli!a(le to the podu!ts and se#i!es Sou!e: 8s pe !onta!t do!ument 8s pe Ris 8nalysis /es!iption o" equiement: !onta!ts o ode equiements dieing "om those pe#iously e'pessed. Sou!e: 8s pe !onta!t do!ument /esignated peson shall ensue that !onta!ts o ode equiements dieing "om those pe#iously de-ned ae esol#ed.
&he !ustome@s equiements shall (e !on-med (y the authoi)ed peson (e"oe a!!eptan!e* +hen it is the !ase o" !ustome does not po#ide a do!umented statement o" thei equiements. /o!umented in"omation* shall (e !ontol a!!oding to !lause .5 /o!umented In"omation o" this Quality Manual as appli!a(le +hen: a% on the esults o" the e#ie+ (% on any ne+ equiements "o the podu!ts and se#i!es ote: &his se!tion is addessed to meet the equiement o" !lause D.2. Re#ie+ o" equiements elated to podu!ts and se#i!es* o" ISO 9001
B.2., Chane$ to euiement$ #o po0u!t$ an0 $e"i!e$ /esignated peson shall ensue that ele#ant do!umented in"omation shall "ollo+ !lause .5 /o!umented In"omation "o the
amendment po!ess. 8lso* the team mem(e shall a+ae o" the !hanged equiements* +hen the equiements "o podu!ts and se#i!es ae !hanged a!!oding to !lause . Communi!ation o" this Quality Manual Fhee appli!a(le* the po!ess shall "ollo+ a!!oding to /o!umented In"omation Contol 4o!edue ote: &his se!tion is addessed to meet the equiement o" !lause D.2. Changes to equiements "o podu!ts and se#i!es* o" ISO 9001
B.) De$in an0 0e"elopment o# po0u!t$ an0 $e"i!e$ Re#ie+ the appli!a(ility
B., Contol o# e3tenally po"i0e0 po!e$$e$ po0u!t$ an0 $e"i!e$ Company shall ensue that e'tenally po#ided po!esses* podu!ts and se#i!es o !ommonly no+n as pu!hasing po!ess !on"om to equiements. ote: S!ope o" a!ti#ity o" e'tenally po#ided po!esses has (een ela(oately e'plained in 8nne' 8.D Contol o" e'tenally po#ided po!esses* podu!ts and se#i!es o" the ISO 9001 standad. Contol o" e'tenally po#ided po!ess ae in!luding a% /etemination o" pu!hasing !ontol in!luding sele!tion* e#aluation* e,e#aluation and monitoing o" e'tenal po#ide $supplie% (% &ype and e'tent o" !ontol o" pu!hasing po!ess !% 3e!ti#e !ommuni!ation to e'tenal po#ide o supplie /etail o" e'tenally po#ided po!ess !ontol should e"e to 4u!hasing 4o!edue Result o" pe"oman!e o" e'tenal po#ide shall (e e#ie+ed (y top management o" Company as it equied (y !lause 9. Management Re#ie+ o" this Quality Manual
ote: &his se!tion is addessed to meet the equiement o"
!lause D..1 and D..2o" Contol o" e'tenally po#ided po!esses* podu!ts and se#i!es* o" ISO 9001
B.6 %o0u!tion an0 $e"i!e po"i$ion B.6.1 %o0u!tion !ontol Company shall implement podu!tion and se#i!e po#ision unde !ontolled !onditions. Contolled !onditions o" po!ess !ontol is as "ollo+s: 4ROC3SS CO&ROA &8BA3
De$!iption: a% the a#aila(ility o" do!umented in"omation that de-nes: 1% the !haa!teisti!s o" the podu!ts to (e podu!ed* the se#i!es to (e po#ided* o the a!ti#ities 2% (e pe"omed % the esults to (e a!hie#ed Re#een!e: 4o!ess Contol 4o!edue /es!iption: (% the a#aila(ility and use o" suita(le monitoing and measuing esou!es Re#een!e: 4o!ess Contol 4o!edue and !lause .1.5 Monitoing and measuing esou!es De$!iption: !% the implementation o" monitoing and measuement a!ti#ities at appopiate stages to #ei"y that !iteia "o !ontol o" po!esses o outputs* and a!!eptan!e !iteia "o podu!ts and se#i!es* ha#e (een met Re#een!e: 4o!ess Contol 4o!edue De$!iption: d% the use o" suita(le in"astu!tue and en#ionment "o the opeation o" po!esses Re#een!e: Re"e to .1. In"astu!tue .1. 3n#ionment "o the opeation o" po!esses De$!iption: e% the appointment o" !ompetent pesons* in!luding any equied quali-!ation Re#een!e: Re"e to .2 Competen!e De$!iption: "% the #alidation* and peiodi! e#alidation* o" the a(ility to a!hie#e planned esults o" the po!esses "o podu!tion and se#i!e po#ision* +hee the esulting output !annot (e #ei-ed (y su(sequent monitoing o measuementRe#een!e: 4o!ess Contol 4o!edue De$!iption: g% the implementation o" a!tions to pe#ent human eo Re#een!e:Ris 8nalysis on!on"oman!e and Coe!ti#e 8!tion De$!iption: h% the implementation o" elease* deli#ey and post,deli#ey a!ti#ities. Re#een!e: 4o!ess Contol 4o!edue
ote: &his se!tion is addessed to meet the equiement o" !lause D.5.1 Contol o" podu!tion and se#i!e po#ision* o" ISO 9001
B.6.2 I0enti!ation an0 ta!eability Company shall use suita(le means to identi"y outputs +hen it is ne!essay to ensue the !on"omity o" podu!ts and se#i!es. &hat is in!luding the !ontol o" 1. Identi-!ation o" status o" outputs +ith espe!t to monitoing and measuement equiements thoughout podu!tion and se#i!e po#ision as de-ned in D.5.1 4odu!tion !ontol 2. &he unique identi-!ation o" the outputs +hen ta!ea(ility is a equiements though the po!ess de-ned in !lause D.2.2 /etemining the equiements elated to podu!ts and se#i!es and !lause D.2. Re#ie+ o" equiements elated to podu!ts and se#i!es o" this Quality Manual. &o maintain the identi-!ation and ta!ea(ility (y etaining the do!umented in"omation a!!oding to /o!umented In"omation Contol 4o!edue.
ote: &his se!tion is addessed to meet the equiement o" !lause D.5.2 Identi-!ation and ta!ea(ility* o" ISO 9001
B.6.) %opety belonin to !u$tome$ o e3tenal po"i0e$ Company shall e'e!ise !ae +ith popety (elonging to !ustomes o e'tenal po#ides +hile it is unde the ogani)ation@s !ontol o (eing used (y the ogani)ation. Company shall identi"y* #ei"y* pote!t and sa"eguad !ustomes@ o e'tenal po#ides@ popety po#ided "o use o in!opoation into the podu!ts and se#i!es. Fhen the popety o" a !ustome o e'tenal po#ide is lost* damaged o othe+ise "ound to (e unsuita(le "o use* the designated pesonnel shall epot this to the !ustome o e'tenal po#ide and etain do!umented in"omation on +hat has o!!ued. ote: 8 !ustome@s o e'tenal po#ide@s popety !an in!lude mateial* !omponents* tools and equipment* pemises* intelle!tual popety and pesonal data.
ote: &his se!tion is addessed to meet the equiement o" !lause D.5. 4opety (elonging to !ustomes o e'tenal po#ides* o" ISO 9001
B.6., %e$e"ation Company shall pese#e the outputs duing podu!tion and se#i!e po#ision* to the e'tent ne!essay to ensue !on"omity to equiements. O&3 4ese#ation !an in!lude identi-!ation* handling* !ontamination !ontol* pa!aging* stoage* tansmission o tanspotation* and pote!tion. ote: &his se!tion is addessed to meet the equiement o" !lause D.5. 4ese#ation* o" ISO 9001
B.6.6 %o$t0eli"ey a!ti"itie$ Company shall meet equiements "o post,deli#ey a!ti#ities asso!iated +ith the podu!ts and se#i!es. In detemining the e'tent o" post,deli#ey a!ti#ities that ae equied* !onsideation has (een made though (elo+ in"omation:
De$!iption: a% statutoy and egulatoy equiements Re#een!e: Aegal Registe De$!iption: (% the potential undesied !onsequen!es asso!iated +ith its podu!ts and se#i!es Re#een!e: Ris 8nalysis and Clause D. Contol o" on!on"oming output o" this Quality Manual De$!iption: !% the natue* use and intended li"etime o" its podu!ts and se#i!esRe#een!e: Faanty !laim* !laima(le peiod De$!iption: d% !ustome equiements Re#een!e: Re"e to !lause D.2.2 /etemining the equiements elated to podu!ts and se#i!es De$!iption: e% !ustome "eed(a! Re#een!e: Re"e to Quality Manual 1. Clause D.2.1 Custome !ommuni!ation 2.
Clause 9.1.2 Custome satis"a!tion . Clause 10.2 on!on"omity and !oe!ti#e a!tion ote: 4ost,deli#ey a!ti#ities !an in!lude a!tions unde +aanty po#isions* !onta!tual o(ligations su!h as maintenan!e se#i!es* and supplementay se#i!es su!h as e!y!ling o -nal disposal.
ote: &his se!tion is addessed to meet the equiement o" !lause D.5.5 4ost,deli#ey a!ti#ities* o" ISO 9001
B.6.; Contol o# !hane$ Companyshall e#ie+ and !ontol !hanges "o podu!tion o se#i!e po#ision* to the e'tent ne!essay to ensue !ontinuing !on"omity +ith equiements. &he ogani)ation shall etain do!umented in"omation des!i(ing the esults o" the e#ie+ o" !hanges* the peson$s% authoi)ing the !hange* and any ne!essay a!tions aising "om the e#ie+. Fhee the !hanges ae applied* /o!umented In"omation Contol 4o!edue must "ollo+ to !omply.
ote: &his se!tion is addessed to meet the equiement o" !lause D.5.= Contol o" !hanges* o" ISO 9001
B.; Relea$e o# po0u!t$ an0 $e"i!e$ Company shall implement planned aangements* at appopiate stages* to #ei"y that the podu!t and se#i!e equiements ha#e (een met. &he elease o" podu!ts and se#i!es to the !ustome shall not po!eed until the planned aangements ha#e (een satis"a!toily !ompleted in a!!odan!e +ith !lause D.5.1 4odu!tion !ontol o" this Quality Manual 8ny a(nomality +hi!h does not meet +ith equiement "om !ustome* esolution should (e made though !lause D. Contol o" on!on"oming output o" this Quality Manual +hee* the podu!t only !an (e eleased unless o(tained appo#al (y a detemined authoity and* as appli!a(le* (y the !ustome. &he e!od o" eleased podu!t shall (e etained as do!umented in"omation in a!!odan!e +ith /o!umented In"omation Contol 4o!edue to ensue a% e#iden!e o" !on"omity +ith the a!!eptan!e !iteia (% ta!ea(ility to the peson$s% authoi)ing the elease.
ote: &his se!tion is addessed to meet the equiement o" !lause D.= Release o" podu!ts and se#i!es* o" ISO 9001
B.? Contol o# Non!on#omin output Company shall ensue that outputs that do not !on"om to thei equiements ae identi-ed and !ontolled to pe#ent thei unintended use o deli#ey. Company shall tae appopiate a!tion (ased on the natue o" the non!on"omity and its ee!t on the !on"omity o" podu!ts and se#i!es. &his shall also apply to non!on"oming podu!ts and se#i!es dete!ted a"te deli#ey o" podu!ts* duing o a"te the po#ision o" se#i!es. &he +ays o" dealing +ith non!on"oming outputs must (e a!!oding to one o moe o" the "ollo+ing measues: a% !oe!tion (% segegation* !ontainment* etun o suspension o" po#ision o" podu!ts and se#i!es !% in"oming the !ustome d% o(taining authoi)ation "o a!!eptan!e unde !on!ession. Con"omity to the equiements shall (e #ei-ed +hen non!on"oming outputs ae !oe!ted. &he ogani)ation shall etain do!umented in"omation that:
a% des!i(es the non!on"omity (% des!i(es the a!tions taen !% des!i(es any !on!essions o(tained d% identi-es the authoity de!iding the a!tion in espe!t o" the non!on"omity Contol o" non!on"oming outputs shall "ollo+ a!!oding to Contol o" on,Con"omity 4o!edue In"omation on non!on"omities shall (e e#ie+ed (y top management o" Companyas it equied (y !lause 9. Management Re#ie+ o" this Quality Manual
ote: &his se!tion is addessed to meet the equiement o" !lause D..1 and D..2o" Contol o" non!on"oming outputs* o" ISO 9001
F. %ER'ORMANCE E+A(UATION F.1 Monitoin mea$uement analy$i$ an0 e"aluation F.1.1 -eneal Company shall 1. /etemine: a% +hat needs to (e monitoed and measued (% the methods "o monitoing* measuement* analysis and e#aluation needed to ensue #alid esults !% +hen the monitoing and measuing shall (e pe"omed d% +hen the esults "om monitoing and measuement shall (e analysed and e#aluated. 2. 3#aluate the pe"oman!e and the ee!ti#eness o" the quality management system. . Retain appopiate do!umented in"omation as e#iden!e o" the esults a!!oding to /o!umented In"omation Contol 4o!edue F.1.2 Cu$tome $ati$#a!tion Company shall monito !ustomes@ pe!eptions o" the degee to +hi!h thei needs and e'pe!tations ha#e (een "ul-lled.
&he ogani)ation shall detemine the methods "o o(taining* monitoing and e#ie+ing this in"omation. Method o" e#aluation should e"e to !lause 9.1. 8nalysis and e#aluation o" this Quality Manual Result o" monitoing a!ti#ity shall (e e#ie+ed (y top management o" Companyas it equied (y !lause 9. Management Re#ie+ o" this Quality Manual
F.1.) Analy$i$ an0 e"aluation Company shall analyse and e#aluate appopiate data and in"omation aising "om monitoing and measuement. &he esults o" analysis shall (e used in a!!odan!e +ith (elo+ ta(le 38A?8&IO 88APSIS FG8& M3&GO/ O MOI&ORI N 38A?8&IO R3Q?3CP O MOI&ORI $/8&8 COAA3C&IO% R3Q?3CP O 88APSIS O R3S?A&
a% !on"omity o" podu!ts and se#i!es E4I Monthly Quately (% !ustome satis"a!tion Custome Satis"a!tion e#aluation 8nnually 8nnually
!% 4e"oman!e and ee!ti#eness o" the quality management system E4I Monthly Quately d% 3e!ti#eness o" quality management system planning Intenal 8udit 8nnually 8nnually e% the ee!ti#eness o" a!tions taen to addess iss and oppotunities 1. Intenal 8udit* and 2. Clause 10.2 on!on"omity and !oe!ti#e a!tion 8nnually Monthly 8nnually Monthly "% the pe"oman!e o" e'tenal po#ides Supplie e#aluation 8nnually 8nnually g% eeds "o impo#ements to the quality management system. Management Re#ie+ 8nnually 8nnually Result o" analysis and e#aluation shall (e e#ie+ed (y top management o" Companyas it equied (y !lause 9. Management Re#ie+ o" this Quality Manual
F.2 Intenal Au0it Companyshall !ondu!t intenal audits at least (y annually to po#ide in"omation on +hethe the quality management system: a% !on"oms to 1% the ogani)ation@s o+n equiements "o its quality management system 2% the equiements o" ISO 9001 (% is ee!ti#ely implemented and maintained. 3'e!ution o" intenal audit shall in!lude a% plan* esta(lish* implement and maintain an audit pogamme$s% in!luding the "equen!y* methods* esponsi(ilities* planning equiements and epoting* +hi!h shall tae into !onsideation the impotan!e o" the po!esses !on!ened* !hanges ae!ting the ogani)ation* and the esults o" pe#ious audits (% de-ne the audit !iteia and s!ope "o ea!h audit !% sele!t auditos and !ondu!t audits to ensue o(>e!ti#ity and the impatiality o" the audit po!ess d% ensue that the esults o" the audits ae epoted to ele#ant management e% tae appopiate !oe!tion and !oe!ti#e a!tions +ithout undue delay "% etain do!umented in"omation as e#iden!e o" the implementation o" the audit pogamme and the audit esults. /etails o" intenal audit a!ti#ities shall "ollo+ a!!oding to Intenal 8udit 4o!edue Result o" intenal audit a!ti#ity shall (e e#ie+ed (y top management o" Companyas it equied (y !lause 9. Management Re#ie+ o" this Quality Manual F.) Manaement Re"ie@ F.).1 -eneal &op management o" Companyshall e#ie+ the ogani)ation@s quality management system* at least (y annually* to ensue its !ontinuing suita(ility* adequa!y* ee!ti#eness and alignment +ith the stategi! die!tion o" Company. F.).2 Manaement Re"ie@ Input$
&he management o" Company e#ie+ shall (e planned and !aied out taing into !onsideation: a% the status o" a!tions "om pe#ious management e#ie+s (% !hanges in e'tenal and intenal issues that ae ele#ant to the quality management system !% in"omation on the pe"oman!e and ee!ti#eness o" the quality management system* in!luding tends in: 1% !ustome satis"a!tion and "eed(a! "om ele#ant inteested paties 2% the e'tent to +hi!h quality o(>e!ti#es ha#e (een met % po!ess pe"oman!e and !on"omity o" podu!ts and se#i!es % non!on"omities and !oe!ti#e a!tions 5% monitoing and measuement esults =% audit esults % the pe"oman!e o" e'tenal po#ides d% the adequa!y o" esou!es e% the ee!ti#eness o" a!tions taen to addess iss and oppotunities $see =.1% "% oppotunities "o impo#ement.
F.).) Manaement Re"ie@ Output$ &he outputs o" the management e#ie+ shall in!lude de!isions and a!tions elated to: a% oppotunities "o impo#ement (% any need "o !hanges to the quality management system !% esou!e needs. /o!umented in"omation o" Management Re#ie+ outputs shall (e etained as an e#iden!e o" the esults o" management e#ie+s 1G. IM%RO+EMENT 1G.1 -eneal Companyshall detemine and sele!t oppotunities "o impo#ement and implement any ne!essay a!tions to meet !ustome equiements and enhan!e !ustome satis"a!tion. &hese shall in!lude: a% impo#ing podu!ts and se#i!es to meet equiements as +ell as to addess "utue needs and e'pe!tations (% !oe!ting* pe#enting o edu!ing undesied ee!ts !% impo#ing the pe"oman!e and ee!ti#eness o" the quality management system. O&3 3'amples o" impo#ement !an in!lude !oe!tion* !oe!ti#e a!tion* !ontinual impo#ement* (eathough !hange* inno#ation and e,ogani)ation. &he input o" oppotunity "o impo#ement shall (e e#ie+ed (y top management o" Companyas it equied (y !lause 9. Management Re#ie+ o" this Quality Manual
1G.2 Non!on#omity an0 !oe!ti"e a!tion Fhen a non!on"omity o!!us* in!luding any aising "om !omplaints* the designated pesonnel shall:
a% ea!t to the non!on"omity and* as appli!a(le: 1% tae a!tion to !ontol and !oe!t it 2% deal +ith the !onsequen!es (% e#aluate the need "o a!tion to eliminate the !ause$s% o" the non!on"omity* in ode that it does not e!u o o!!u else+hee* (y: 1% e#ie+ing and analysing the non!on"omity 2% detemining the !auses o" the non!on"omity % detemining i" simila non!on"omities e'ist* o !ould potentially o!!u !% implement any a!tion needed d% e#ie+ the ee!ti#eness o" any !oe!ti#e a!tion taen e% update iss and oppotunities detemined duing planning* i" ne!essay "% mae !hanges to the quality management system* i" ne!essay. Coe!ti#e a!tions shall (e appopiate to the ee!ts o" the non!on"omities en!ounteed.shall etain do!umented in"omation as e#iden!e o": a% the natue o" the non!on"omities and any su(sequent a!tions taen (% the esults o" any !oe!ti#e a!tion. /etails o" step measues "o taing a!tion on non!on"omity shall "ollo+ a!!oding to Coe!ti#e 8!tion 4o!edue In"omation on non!on"omities and !oe!ti#e a!tion shall (e e#ie+ed (y top management o" Companyas it equied (y !lause 9. Management Re#ie+ o" this Quality Manual
1G.) Continual Impo"ement &he ogani)ation o" Company shall !ontinually impo#e the suita(ility* adequa!y and ee!ti#eness o" the quality management system. &he !onsideation shall (e taen (ased "om "ollo+ing inputs a% Results o" analysis and e#aluation as de-ned in !lause 9.1. 8nalysis and e#aluation o" this Quality Manual* and (% &he outputs "om management e#ie+ as de-ned in !lause 9.. Management Re#ie+ Outputs Based "om inputs "om the a(o#ementioned* top management o" Companyhas to detemine i" thee ae needs o oppotunities that shall (e addessed as pat o" !ontinual impo#ement. &he input o" oppotunity "o impo#ement shall (e e#ie+ed (y top
