15 PRO DUCT Quality Manual

8/2/2019 15 PRO DUCT Quality Manual

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PRO DUCT

DohaQatar

QUALITY MANUAL

ISO 9001: 2000

This manual and the information contained therein are the property of PRO DUCT. It must not bereproduced or otherwise disclosed without prior consent in writing from PRO DUCT.


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MANUAL IDENTIFICATION

SECTION 4 -

This document is a controlled/uncontrolled copy.

Copy Number: ..............of.................

Issued to ............................................

Title ............................................

Signed: ...................................................General Manager

Name: ...................................

Date: ...................................

Location: ...................................

NB: The issue status of this copy is that shown on the revision list in the foreword.Holders of controlled copies will be advised of any amendments or subsequent issues.

7 November 2007 Page 2 of 42 FOREWORDPRO DUCT Version 1


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CONTENTS

PAGE

PRO DUCT......................................................................................................................................................1

MANUAL IDENTIFICATION .................................................................................................2

COMPANY FOREWORD .......................................................................................................4

REVISION REGISTER ............................................................................................................5

SECTION 1 - QUALITY MANAGEMENT SYSTEM REQUIREMENTS ............................64.1 GENERAL REQUIREMENTS..................................................................................................... ........ ....74.2 DOCUMENTATION REQUIREMENTS ........................................................................................ ........7

SECTION 2 - MANAGEMENT RESPONSIBILITY .............................................................135.1 MANAGEMENT COMMITMENT ........................................................................................................145.2 CUSTOMER FOCUS......................................................................................................................... .....145.3 QUALITY POLICY.................................................................................................................................155.4 PLANNING..................................................................................................................................... ........165.5 RESPONSIBILITY, AUTHORITY AND COMMUNICATION................................................ ........ ...175.6 MANAGEMENT REVIEW.....................................................................................................................18

SECTION 3 - RESOURCE MANAGEMENT .......................................................................206.1 PROVISION OF RESOURCES................................................................................................ ........ ......216.2 HUMAN RESOURCES...........................................................................................................................216.3 INFRASTRUCTURE............................................................................................................... ........ .......246.4 WORK ENVIRONMENT.......................................................................................................................24

SECTION 4 - PRODUCT REALIZATION ............................................................................257.1 PLANNING OF PRODUCT REALIZATION ........................................................................... ........ ....267.2 CUSTOMER RELATED PROCESSES..................................................................................................277.3 DESIGN AND/OR DEVELOPMENT....................................................................................................297.4 PURCHASING.................................................................................................................................... ....297.5 PRODUCTION AND SERVICE PROVISION.......................................................................... ......... ...317.6 CONTROL OF MONITORING AND MEASURING DEVICES...................................................... ....34

SECTION 5 - MEASUREMENT, ANALYSIS & IMPROVEMENT ....................................358.1 GENERAL (PLANNING)............................................................................................................... ........368.2 MEASUREMENT AND MONITORING.............................................................................................. .368.3 CONTROL OF NONCONFORMING PRODUCT.................................................................................398.4 ANALYSIS OF DATA ........................................................................................................................ ...408.5 IMPROVEMENT.......................................................................................................................... ........ ..40



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COMPANY FOREWORD

Quality assurance is an essential part of all the activities of PRO DUCT.

By issuing this quality manual, the management of PRO DUCT announces its commitmentand the way in which it controls quality, particularly with respect to managementresponsibility.

PRO DUCT is dedicated to insuring that its quality system is fully and completelyunderstood by its employees and everyone working for PRO DUCT, and that the

procedures of this quality system are implemented and maintained at all times. The qualitysystem as documented in this quality manual is in accordance with the requirements of ISO9001: 2000. The quality system is periodically and systematically reviewed by means of

both internal and external audits.



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REVISION REGISTER

DATE REVISION CONTENT SECTION PAGENUMBER



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SECTION 1 - QUALITY MANAGEMENT SYSTEM REQUIREMENTS

7 November 2007 Page 6 of 42 Section 4PRO DUCT Version 1


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NUMBER PROCEDURE ACTION BY

4.1 GENERAL REQUIREMENTS

The standard states:The organization shall establish, document, implement, maintain and continually improve aquality management system in accordance with the requirements of the standard.

4.1.1 PRO DUCT has established a quality management system that isstructured according to the order of the ISO 9001:2000 Standard.

GeneralManager

4.1.2 PRO DUCT has established its quality system in a Quality Manual.The first version of the manual has been approved by the GeneralManager.

GeneralManager

4.1.3 The efficient implementation, the maintenance and improvement ofthe quality management system are part of the daily routine withinPRO DUCT.

Managers

4.1.4 The description of the quality management system is kept up-to-date. ManagementRepresentative

4.1.5 The Management Representative reports regularly to theGeneral Manager about the efficiency of the quality management

system.

ManagementRepresentative

Remark 1 The processes that are required for the quality management systemhave been identified. They have been described in their sequence andinteraction in section 7 of this manual.

The criteria, methods and flow of information that are necessary forthe control of above mentioned processes have been described insection 7 of this manual.

The measurements and analyses which are required in order to monitorthe processes and to implement improvements, have been described insection 8 of this manual.

4.2 DOCUMENTATION REQUIREMENTS

The standard states:The organization must have certain documents as part of the quality management system.

4.2.1 GENERAL

4.2.1.1 The quality policy is stated in the controlled Quality ManagementSystem file.


4.2.1.2 In the Quality Manual the following procedures that are specifically Management



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required by the standard are included:

1 the control of documents;2 the control of quality records;3 the conducting of audits;4 the control of non conforming product;5 corrective action;6 preventive action.

Representative

4.2.1.3 Quality records are kept on file at the appropriate locations. ManagementRepresentative

4.2.1.4 The controlled QMS file is on the Management Representativescomputer/server.


4.2.1.5 The quality records consist of at least records:1 from management reviews;2 from education, training and skills;3 proving that the product quality was achieved;4 proving that the organisation reviewed its possibility to meet

product requirements;5 drawings;6 on supplier evaluation;7 identification and traceability data;

8 covering audits and audit results;9 on nonconformity;10 regarding corrective action;11 regarding preventive action.


Remark Other documents that are part of the quality management system arediscussed in section 4.2.3.1 of this manual.

4.2.2 QUALITY MANUAL

4.2.2.1 The quality management system of PRO DUCT is described andworked out in detail in this Quality Manual.


Remark PRO DUCT does not use design in its realization processes. Therefore,paragraph 7.3 of the standard is excluded from the qualitymanagement system.PRO DUCT does not use calibration in its realization processes.Therefore, paragraph 7.6 of the standard is excluded from the qualitymanagement system.

All other paragraphs of the standard are applicable according to thenature and size of the activities of PRO DUCT.

4.2.2.2 The Quality Manual is a controlled manual in the sense of section4.2.3 below.


4.2.2.3 The Quality Manual describes all the procedures of the qualitymanagement system, including those that are specifically required by




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the standard.

4.2.2.4 The Quality Manual describes all the processes that are applied byPRO DUCT to realize the product requirements and customersatisfaction. The procedures show the relationships between thedifferent processes.


4.2.3 CONTROL OF DOCUMENTS

4.2.3.1 The following documents are part of the controlled documents:

Quality Manual

Quality Policy Company profile

Organizational chart

Work Processes Flow Chart

Work instructions

Company forms

List of approved suppliers

Drawings

Equipment manuals

Product catalogs

QualityCoordinator

CONTROL OF THE QUALITY MANUAL

4.2.3.2 The Quality Manual has been approved by the General Manager. GeneralManager

4.2.3.3 At least once a year, the General Manager and the QualityCoordinator, and with other parties if necessary, will review thismanual and verify that it continues to describe the Quality Systemcorrectly.

GeneralManager

4.2.3.4 These reviews are recorded and minutes kept. QualityCoordinator

4.2.3.5 Changes in the Quality Manual require the approval of the GeneralManager.

GeneralManager

4.2.3.6 Each change, addition or revision in the quality management systemor in the procedures, which are important for quality, is notified tothe Quality Coordinator.

All

4.2.3.7 Before revisions are approved, they shall be tested during a trialperiod of at least three months.

All

4.2.3.8 After approval the description of the quality system or the specificprocedure is revised.

QualityCoordinator

4.2.3.9 Approved changes are recorded. Sections of the manual that havebeen changed contain the following information:

QualityCoordinator



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Page number;

Section;

Date;

Revision information;

Approval.

4.2.3.10 The revision is included in the revision register. QualityCoordinator

4.2.3.11 All changes in the manual are made to the controlled copies sothat these always remain up-to-date.

QualityCoordinator

4.2.3.12 The version number of the manual is noted at the bottom of each pageof the manual.

QualityCoordinator

4.2.3.13 The responsibility for the control of the Quality Manual lies with theGeneral Manager, who has delegated the execution of thisresponsibility to the Quality Coordinator.

GeneralManager

4.2.3.14 "Controlled" and "Not-controlled" copies of the manual can bedistributed.

QualityCoordinator

4.2.3.15 Controlled copies are numbered and are issued by name to specifiedstaff members. QualityCoordinator

4.2.3.16 The Quality Coordinator supervises the distribution of the manual. QualityCoordinator

4.2.3.17 Numbered copies are distributed as follows:1. Management Representative

QualityCoordinator

4.2.3.18 The Quality Coordinator is responsible for keeping the content of allcontrolled copies of the Manual up-to-date.

QualityCoordinator

4.2.3.19 Uncontrolled copies are not numbered. They are marked as a not-

controlled copy and not kept up-to-date.

Quality

Coordinator

CONTROL OF OTHER DOCUMENTS

4.2.3.20 Documents that are part of the quality management system, such asstandards, government permits, or printed documents are approvedby the responsible manager who is responsible for the control ofthat document.


4.2.3.21 Standard documents that are adapted for use in in-housecommunications, work progress monitoring, inspections, offers, orderconfirmations, invoicing, etc., are kept on the ManagementRepresentatives computer, and in a hard copy file kept by the

Management Representative. Any changes to these documents aremade by the Management Representative or designated departmentheads.




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4.2.3.22 An identification number is given to each fabrication order. ProductionManager

4.2.3.23 Relevant external documents are kept and updated in the offices ofPRO DUCT. These documents are immediately updated with anychanges.

QualityCoordnator

4.2.3.24 Invalid documents are marked as such or shredded. QualityCoordinator

4.2.3.25 PRO DUCT utilizes the following work instructions:

Duct Fabrication Instructions

Quality

Coordinator

4.2.4 CONTROL OF QUALITY RECORDS

4.2.4.1 All information is stored in such a way that it can be easily retrieved.Where possible the information is linked to each other to ease theretrieval.

Administration

4.2.4.2 Quality records are kept for a period of 10 years. Administration

4.2.4.3 The following documents are specifically included in the qualityrecords: Minutes of the management review meetings; Copies of requests for quotations; Contracts that are drawn up between PRO DUCT and customers; Contracts with sub-contractors/suppliers; Purchase orders from customers; Drawings; Purchase orders of PRO DUCT to its suppliers; Price lists; Important customs clearance documents; Time-tables for planning of the works to be carried out regarding

(parts of) projects; Manufacturing orders; Work monitoring/progress records; Correspondences with the customer;

Delivery slips; Inventory forms; Invoices; Results of inspection and testing; List of the equipment that needs to be inspected/calibrated; Results of calibrations; Internal administrative memos; Back-up logs; Data concerning corrective and preventative action; Customer surveys; Results of Quality Audits; Training data; Timetables for servicing/maintenance;

Service records.

QualityCoordinator

4.2.4.4 The originals of all quality records are kept on file with the Secretary



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customer/supplier documents.

4.2.4.5 The Archives are indexed and maintained by the Secretary. Secretary

4.2.4.6 Data that is stored electronically is stored on a back-up medium atleast once a month.

IT Engineer

4.2.4.7 The disks are stored in a secure location outside PRO DUCTs HeadOffice.

GeneralManager

4.2.4.8 A checklist of these back-ups is maintained up to date. IT Engineer



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SECTION 2 - MANAGEMENT RESPONSIBILITY



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5.1 MANAGEMENT COMMITMENT

The standard states:The management shall provide evidence of its commitment to the development andimprovement of the quality management system.

Policy

5.1.1 The General Manager has formulated a quality policy in writing. General

Manager

Remark The procedures concerning the establishment of the policy have beengiven in 5.3 below.

5.1.2 The quality objectives are formulated based upon the quality policyof PRO DUCT.

GeneralManager

5.1.3 Quality objectives have been formulated for relevant departments,as a derivation of the quality objectives for PRO DUCT.

GeneralManager

The procedures concerning the establishment of the quality objectiveshave been given in 5.4.1 below.

Management reviews

5.1.4 At least twice a year the General Manager and the QualityCoordinator review the quality system. A description of the reviewis given in section 5.6 of this manual.

GeneralManager

Resources

5.1.5 The Management Representative ensures that the resources that areavailable to employees for the execution of their tasks of PRO DUCTare sufficient to attain the quality objectives.


5.2 CUSTOMER FOCUS

The standard states:The management shall ensure that customer needs and expectations are determined, and

fulfilled in order to achieve customer satisfaction.

5.2.1 PRO DUCT has defined in which sector of the market it wants tofocus: duct fabrication.

GeneralManager

5.2.2 The General Manager focuses on relationships with the banks,

important public relations, opening up new markets, finding newcustomers, and sales strategy.

General

Manager



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5.2.3 In order to meet specific requirements and desires of groups ofcustomers, PRO DUCT has chosen to approach its customers throughSales Manager.

GeneralManager

5.2.4 The Sales Manager keeps contact with the customer in the process toreach an agreement/tender offer.

Sales Manager

5.2.5 The Sales Manager informs the management about his experiencesduring these visits.

Sales Manager

5.2.6 Customers who directly visit the factory are handled by the General

Manager.

General

Manager

5.2.7 Marketing/PR is done through the Business Development Manager. BusinessDevelopment

Manager

5.2.8 The Sales Manager provides potential customers with free technicalsupport as required.

Sales Manager

5.2.9 Customers are encouraged to visit PRO DUCT. GeneralManager

5.2.10 The Sales Manager is responsible for management of customerrelations.

Sales Manager

5.2.11 The General Manager is informed about orders and requests, which areused as a monitoring instrument for customer satisfaction (see section8 of this manual).

GeneralManager

5.3 QUALITY POLICY

The standard states:The management shall clearly define and communicate what its quality objectives are.

5.3.1 The General Manager has defined the quality policy as part of thetotal company policy. This ensures that the quality policy is adaptedto the purpose of PRO DUCT

GeneralManager

5.3.2 In the quality policy it is included that the quality managementsystem needs to fulfill the requirements of the ISO 9001:2000Standard. Hereby the management of PRO DUCT has committeditself to continuous improvement of the system.

GeneralManager

5.3.3 The quality policy has been communicated to the personnel. General Manager

5.3.4 Regular review takes place to determine whether the quality policyand especially the quality objectives of PRO DUCT are stillappropriate.

GeneralManager



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5.3.5 The quality policy is included in the controlled Quality ManagementSystem file. Therefore the policy is a controlled document.

QualityCoordinator

5.4 PLANNING

The standard states:The management shall ensure that quality objectives are clear at relevant functions andlevels within the organization, that the planning of the functioning of the system works in

practice and that work methods can continuously be improved.

5.4.1 QUALITY OBJECTIVES

5.4.1.1 The quality objectives for PRO DUCT, as formulated in the qualitypolicy, are further elaborated in measurable quality objectives.

GeneralManager

5.4.1.2 The quality objectives and the realization thereof are reviewed bythe General Manager.

GeneralManager

5.4.1.3 If necessary the quality objectives are adapted and/or updated. General Manager

REMARK Such quality objectives can contain: resources needed responsibilities and authorities for (elements) of the plans needs for documentation measurement and monitoring instruments to evaluate progress

5.4.1.4 Meetings in which such planning or changes are discussed arerecorded and reports are filed.

GeneralManager

5.4.2 QUALITY MANAGEMENT SYSTEM PLANNING

5.4.2.1 When designing the equipment and processes, and implementingprocedures, attention is paid to all aspects of the quality management

systems in their interrelations, to ensure that requirements can be met.

GeneralManager

5.4.2.2 At the moment that the quality management system was systematicallydescribed in all its aspects, the management approved it. In reviewingthe concept, attention was paid to the strategic considerations andobjectives of the organization and the resources that are necessary toimplement the system.

GeneralManager

5.4.2.3 When major changes or extension take place to the organization or itsquality management system, the following points are taken intoconsideration: strategies of the organization objectives needs and expectations of the customers legal requirements evaluation of the product and process performance

GeneralManager



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lessons learned from previous experience opportunities for improvement

5.4.2.4 The integrity of the quality management system is maintained by theimplementation of control procedures for changes that may take placeto the system, as described in procedures under 4.2.3.

GeneralManager

5.5 RESPONSIBILITY, AUTHORITY AND

COMMUNICATION

The standard states:The management shall ensure that it is aware of what happens in the organization and to

guide that with sufficient assurance.

5.5.1 RESPONSIBILITIES AND AUTHORITY

5.5.1.1 Responsibilities and authority for tasks that affect the quality of theproducts and services of PRO DUCT have been defined in anorganizational chart and in this manual.

GeneralManager

5.5.2 MANAGEMENT REPRESENTATIVE

5.5.2.1 The General Manager has specifically entrusted the care for the qualitymanagement system to one of the members of the management team,the Management Representative.

GeneralManager

5.5.2.2 Daily realization and coordination of the tasks of the ManagementRepresentative has been delegated to a staff member that has beenappointed as Quality Coordinator.

Actions ascribed to the Management Representative might in practicebe carried out by the Quality Coordinator under the responsibility ofthe Management Representative.

GeneralManager

5.5.2.3 The Management Representative is responsible for changes in theprocesses of PRO DUCT being documented in the qualitymanagement system.


5.5.2.4 This manual, which gives a description of the processes, is thefoundation for this task.

QualityCoordinator

5.5.2.5 The Management Representative increases the level of awarenesswithin the organization of the need to fulfill the productrequirements and the realization of customer satisfaction.


5.5.2.6 The Management Representative reports regularly to the GeneralManager about the efficiency of the quality system and about anyrequired revisions to the quality procedures.


5.5.3 INTERNAL COMMUNICATION



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5.5.3.1 The flat (uncomplicated) structure of the organization of PRO DUCTis a guarantee for intensive communication between all of the staff.

GeneralManager

5.5.3.2 The General Manager and Production Manager communicate daily todiscuss and monitor manufacturing orders.

GeneralManager

5.5.3.3 Bulletin boards are set up in the factory to facilitate internalcommunication.

GeneralManager

5.5.3.4 House rules and internal memos are utilized to ensure internalcommunication.

GeneralManager

5.5.3.5 Staff involved in sales and service have been issued companycompensated mobile phones.

GeneralManager

5.5.3.6 Quality is subject to the agenda of the management review meeting,of the meeting of Sales-Production, and of the work meetings of(managers of) relevant departments.

Managers

5.5.3.7 If there is a reason for this, a meeting of all the personnel will beorganized.


5.6 MANAGEMENT REVIEW

The standard states:The management shall review whether what is being done is still suitable, adequate andeffective. The review shall evaluate the need for changes or improvements.

5.6.1 GENERAL

5.6.1.1 At a minimum of twice a year, the management reviews the qualitymanagement system. The meeting is chaired by the GeneralManager and attended by the Quality Coordinator. The GeneralManager decides who else should attend the meeting.

GeneralManager

5.6.1.2 On the basis of the before mentioned meeting, changes will be madein the Quality Manual as needed.

QualityCoordinator

5.6.2 REVIEW INPUT

5.6.2.1 The review meeting includes specifically:

1. Follow-up actions from earlier management reviews2. The results of the most recent audits3. Feedback from customers4. Complaints, especially when these are caused by a shortcoming in

the quality system of PRO DUCT5. The process performance and product conformity6. The effectiveness and implementation of corrective and preventive

actions which have been carried out

GeneralManager



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7. Modification of the quality management system and the procedures8. Training needs assessment9. The quality level of suppliers10. Date of next meeting

5.6.3 REVIEW OUTPUT

5.6.3.1 Minutes are made of these management reviews that are retained. QualityCoordinator

5.6.3.2 In these minutes it is defined what has been decided regarding:1 Actions to improve the quality management system (changes in

procedures);2 Actions to improve the quality of the products and/or the

servicing (when requirements by customers give reason forthis);

3 Resources to be acquired or improved (people, machines,methods, materials, external services, advanced technology,etc.)

QualityCoordinator



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SECTION 3 - RESOURCE MANAGEMENT



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6.1 PROVISION OF RESOURCES

The standard states:The organization shall determine and provide in a timely manner the resources necessary todo what is needed to satisfy the customer.

6.1.1 The processes that are applied by PRO DUCT for the execution ofactivities that affect the quality (the quality management system) aredefined in this Quality Manual.

GeneralManager

6.1.2 The General Manager of PRO DUCT achieves the improvement of thequality management system through the regular review of the system.If necessary, improvement measures will be decided based upon themonitoring of the effectiveness of previous improvement measures.See section 5.6 of this manual

GeneralManager

6.1.3 Where appropriate, the required resources to carry out and improve theprocesses in a timely manner are decided upon during this review.

GeneralManager

6.1.4 The Management Representative ensures that sufficient resources areavailable to the employees of PRO DUCT for the execution of theirtasks in order to attain the quality objectives.


6.2 HUMAN RESOURCES

The standard states:Personnel who are assigned responsibilities shall be competent on the basis of education,training, skills and experience.

6.2.1 GENERAL

Remark The nature of the activities of PRO DUCT requires that thoseemployees that are responsible for (a part of) the quality management

system, have received special training, or have proven to havesufficient know-how and skills in daily practice

6.2.1.1 The competence of personnel is assured through the hiringprocedures, on the job observation, and a trial period.

GeneralManager

6.2.1.2 The Management Representative controls from the specific angle ofquality the required qualifications of the personnel


6.2.2 COMPETENCE, AWARENESS AND TRAINING.

6.2.2.1 During the selection of personnel, for those functions where it isnecessary, requirements are made to the achieved training/educationcertificates and degrees. In addition, customer requirements are takeninto consideration.

GeneralManager



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6.2.2.2 Data concerning achieved certificates and degrees,permits, and evaluations is available in the personnelfiles.


6.2.2.3 Personnel file contents are monitored by a Personnel File Checklist. HR Department

6.2.2.4 When an employee starts his work, he is informed about the HouseRules of PRO DUCT.

GeneralManager

6.2.2.5 At least once a year a training plan is defined. General Manager

6.2.2.6 Records are kept of all relevant internal and external training,including: The dates of the training; The description of the training; Copies of all qualification certificates obtained.


6.2.2.7 Data concerning training of all relevant employees is periodicallyreviewed during the management review meetings in order toevaluate the effectiveness of followed training.




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6.3 INFRASTRUCTURE

The standard states:The organization shall provide the facilities that are required to deliver good work.

6.3.1 Work areas are equipped with the required tools, equipment, hardwareand software, utilities (electricity, electricity back up system, water,and sanitation), spare parts, safety and fire fighting equipment, first aidequipment and computers.

GeneralManager

6.3.2 Virus protections updates are carried out on a regular basis and logged. IT Engineer

6.3.3 PRO DUCT supplies certain employees with vehicles for company useand reimburses gasoline costs.

GeneralManager

6.4 WORK ENVIRONMENT

The standard states:The organization shall take care of a suitable work environment.

6.4.1 The environment in which employees of PRO DUCT carry out theirwork is at least compliant with the requirements that are set by theQatari labor law.

GeneralManager

6.4.2 Work areas are equipped with sufficient quality furniture. GeneralManager

6.4.3 The factory is cleaned on a regular basis. GeneralManager

6.4.4 PRO DUCT provides factory workers with all necessary protectiveclothing and equipment for safety.

GeneralManager



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SECTION 4 - PRODUCT REALIZATION



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Remark 1 The products and services that PRO DUCT supplies are:1 Ducts for HVAC

Remark 2 The main activities of PRO DUCT are:2 Marketing & sales3 Production

Remark 3 Where necessary, PRO DUCT utilizes detailed work instructions.

The work instructions are easily accessible, and the employees that workwith them have a copy in their possession.

Remark 4 The operational process is started at the moment that a written orderconfirmation is received.

7.1 PLANNING OF PRODUCT REALIZATION

The standard states:The organization shall know what it wants to do, how it will do it, how it will assure that it isdoing what it wants, and how it will register that it did what it wanted.

Remark The production and administrative facilities of PRO DUCT are developed

and arranged on the basis of experience, company structure, space andstorage requirements, requirements for projects.

7.1.1 For those activities of PRO DUCT that are mainly based on routine, thequality planning is described in the procedures of this manual.

GeneralManager

7.1.2 For those activities that are not based on routine or in case of new,complex activities, the way in which it is assured that quality will beachieved is documented beforehand.Attention can be given to the following points amongst other things:1 specific knowledge and capabilities of employees;2 specific properties of tools, equipment and means;

3 adjustment of the contents and form of the services;4 specific requirements that are made to design, special products,

company performance;5 the way quality will be measured during production;6 possible problems that can be foreseen.

ProductionManager

7.1.3 The quality planning is especially focused on those aspects of the ordersthat are new or contain a higher level of risk because of their complexity.

ProductionManager

7.1.4 At least weekly and more often as required, meetings are held betweenthe Production Manager and Sales Manager in order to correctly plan theprojects under execution.

ProductionManager/

Sales Manager

7.1.5 One of results of this meeting is the planning for the following period forrunning projects and new (phases of) projects under execution.

ProductionManager



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7.1.6 Work is planned on a weekly basis at the end of the week for thefollowing week.

ProductionManager

7.1.7 Work is planned to guarantee meeting and delivery times for contracteddeals.

ProductionManager

7.1.8 Needs for raw materials, imported and local supplies, tools and spareparts are planned for through planned purchasing requests in agreementwith the production plan.

ProductionManager

7.1.9 Derivations from the production plan, if any, are measured, analyzed,

and sought to be overcome.

Production

Manager

7.2 CUSTOMER RELATED PROCESSES

The standard states:The organization shall determine customer requirements, even if the customer does not specifythese.

7.2.1 DETERMINATION OF REQUIREMENTS RELATED TO THEPRODUCT

7.2.1.1 Contacts with the customer about requests for offers and orders (amongstother things) are the responsibility of the Sales Manager.

Sales Manager

7.2.1.2 PRO DUCT receives a faxed inquiry, phone call, or walk-in visit frompotential customers.

Sales Manager

7.2.1.3 The request is reviewed regarding the capability in methods, resourcesand planning of PRO DUCT.

Sales Manager

7.2.1.4 Where necessary, the Sales Manager discusses with the ProductionManager or with the customer.

ProductionManager

7.2.1.5 Agreement with the customer is made upon required specifications.Prices, delivery conditions and way of payment are defined. Sales Manager

7.2.1.6 An offer (quotation) is made in writing. Sales Manager

7.2.1.7 The Sales Manager reviews the offer and signs. Sales Manager

7.2.1.8 The offer (quotation) is faxed/hand delivered to the customer. Sales Manager

7.2.1.9 The customer signs for acceptance of the offer and returns the signedoffer by fax.

Sales Manager

7.2.1.10 If requested, a written order confirmation is sent to the customer. Sales Manager

7.2.1.11 Some customers confirm their order with a Purchase Order. Sales Manager



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7.2.1.12 Data of the order is recorded in the computer. Sales Manager

7.2.1.13 The agreement with the customer is registered in writing. Sales Manager

7.2.2 REVIEW OF PRODUCT REQUIREMENTS

7.2.2.1 With the review of the customer request (see procedures under 7.2.1), thecapability to supply the product that is requested is also taken intoconsideration.

Sales Manager

7.2.2.2 All offers are sent to the customer in writing. Sales Manager

7.2.2.3 The customer signs the offer before work begins. Customer

7.2.2.4 Any changes in product requirements result in the amending of therelevant documents and all relevant personnel are informed aboutrequired changes. It is ensured that customer approval is obtained whennecessary.

Sales Manager

7.2.3 COMMUNICATION WITH THE CUSTOMER

Written communication

7.2.3.1 Incoming faxes and letters are stamped, signed, and dated, with a copygiven to administration for subject/project filing, a copy filed in the in-outfile, and a copy given to whom it may concern.

Secretary

7.2.3.2 Incoming and outgoing emails are saved in the appropriate email file oncomputer.

All

7.2.3.3 Copies of outgoing faxes and letters are filed. Secretary

7.2.3.4 Logbooks are kept to record all in & outgoing mail and faxes. Secretary

7.2.3.5 All orders are tracked by and the name of the customer and the date ofthe order.

ProductionManager

7.2.3.6 Any changes in orders result in a new offer. Sales Manager

Other communication

7.2.3.7 The results of meetings with the customer are registered in writing. Sales Manager

7.2.3.8 During the phase of acquisition and after the completion of an order theSales Manager is responsible for all contacts with the customer.

Sales Manager

7.2.3.9 The Salesmen visits the customers regularly and reports about that toPRO DUCT.

Salesmen

7.2.3.10 Customers are encouraged to visit PRO DUCT. SalesDepartment



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7.3 DESIGN AND/OR DEVELOPMENT

The standard states:The design or development of a product shall be arranged and documented at all stages. The

final design needs to verifiably meet the aim for which it is developed.

Remark This ISO 9001:2000 paragraph is specifically applicable on orders forproducts that are not amongst the standard products and for which nostandard drawings are available. As PRO DUCT does no design, this

paragraph is exempted from the Quality Management System.

7.4 PURCHASING

The standard states:The organization needs to assure that purchased goods meet the requirements and that

suppliers are approved.

7.4.1 PURCHASING PROCESS

7.4.1.1 The suppliers for raw materials and equipment are selected from a list

of Approved Suppliers, which is reviewed and updated regularlyand when necessary.

General

Manager

7.4.1.2 A copy of the list of Approved Suppliers is kept at the factory. General Manager

7.4.1.3 The selection of suppliers is based on a number of criteria which areapplied where necessary and according to importance:1 previous experience;2 internal requirements and specifications;3 availability of the product in the market;4 payment and delivery conditions.

GeneralManager

7.4.1.4 Where possible PRO DUCT has at least two approved suppliers for goodsto be purchased.

GeneralManager

7.4.1.5 As much as possible, PRO DUCT has made agreements with approvedsuppliers, including price and payment and delivery terms.

GeneralManager

7.4.1.6 The performance of suppliers is reviewed in the quality managementreview meeting.

GeneralManager

7.4.1.7 PRO DUCT possesses up-to-date catalogues of relevant ApprovedSuppliers.

GeneralManager

7.4.1.8 New suppliers are found through international exhibitions and theinternet.

GeneralManager



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7.4.1.9 Extra attention to the quality of the ordered goods is given, when an orderis made of a supplier that has not been approved previously.

GeneralManager

7.4.2 PURCHASING INFORMATION

7.4.2.1 Goods that are not in stock anymore, or that get down to the minimumstock level are ordered.

GeneralManager

7.4.2.2 Requests for quotations are solicited and received by fax or email fromsuppliers.

GeneralManager

7.4.2.3 Orders are made with a purchase order from PRO DUCT to the supplier,are in writing (except in the case of daily orders by telephone), andspecify the nature of the material or equipment required.

GeneralManager

7.4.2.4 In case of a new supplier or product, the price is negotiated. GeneralManager

7.4.2.5 The General Manager prioritizes purchasing needs.

7.4.2.6 The General Manager approves all purchase orders in writing before theyare sent to the supplier.

GeneralManager

7.4.2.7 Some suppliers confirm the purchase order by fax. GeneralManager

7.4.2.8 The General Manager follows up with suppliers. GeneralManager

7.4.2.9 The factory is informed what to expect. GeneralManager

7.4.2.10 Customs is addressed for imports. GeneralManager

7.4.3 VERIFICATION OF PURCHASED PRODUCT

7.4.3.1 All incoming goods are visually inspected and signed for as verified. ProductionManager

7.4.3.2 Quality and quantity data of the supplied goods are compared with thedelivery slip.

ProductionManager

7.4.3.3 If necessary the General Manager does a visual check on the purchasedgoods.

GeneralManager

7.4.3.4 The Production Manager is responsible about the acceptance or rejectionof delivered goods.

ProductionManager

7.4.3.5 If any good or equipment is not accepted, it is returned to the supplier. ProductionManager



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7.4.3.6 The General Manager signs and forwards the invoice to the accountantfor payment.

GeneralManager

7.4.3.7 A copy of the purchase orders and packing lists/invoices of suppliers iskept in the supplier files.

GeneralManager

7.5 PRODUCTION AND SERVICE PROVISION

The standard states:

The organization must know what is expected of it. It should carry out its responsibility in theright way with the right equipment. It should know how it does this and what is delivered to thecustomer.

Remark All products conform to the provisions stated in the specific order.

7.5.1 CONTROL OF PRODUCTION AND SERVICE PROVISION

Remark The production process starts with the reception of an order.

7.5.1.1 The order is judged for correctness and completeness. ProductionManager

7.5.1.2 The data of the order is entered onto the Fabrication Sheet, which isnumbered.

ProductionManager

7.5.1.3 The weekly production schedule is consulted, and amended on a dailybasis as needed.

ProductionManager

7.5.1.4 Copies of the Fabrication Sheet, including due dates, are given to the ductfabricators.

ProductionManager

7.5.1.5 On each Fabrication Sheet, the project and customer name are indicated. ProductionManager

7.5.1.6 Staff work is monitored by time sheets. ProductionManager

7.5.1.7 All products are delivered as built based on the fabrication drawingstraight to the customer.

ProductionManager

7.5.1.8 The name of the customer, the project name, and the item number arewritten on the stickers placed on each product for identification andtracking purposes.

Plasma Operator

7.5.1.9 When necessary, the Production Manager will issue workinstructions orinternal memos to facilitate and streamline the work of

the duct fabricators.

ProductionManager



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7.5.1.10 Copies of all relevant documents are kept on file according to the nameof the customer and the name of the project.

ProductionManager

7.5.1.11

WORK INSTRUCTIONS

7.5.1.12 General procedures for each of PRO DUCTs activities are available inwork instructions.

GeneralManager

7.5.1.13 PRO DUCT makes use of the following work instructions:

Duct Fabrication Instructions.

General

Manager

7.5.1.14 These instructions contain a detailed description of the steps to be takenwhich are referred to in this Quality Manual.

GeneralManager

7.5.1.15 Specific steps to be followed are adapted according to the order. ProductionManager

USE OF SUITABLE EQUIPMENT

7.5.1.16 PRO DUCT utilizes the latest tools and equipment in performing itsvarious processes.

GeneralManager

7.5.1.17 Periodical maintenance is made for all tools and equipment andmachines to ensure their quality according to a maintenance schedule,and records are kept.

ProductionManager

7.5.1.18 The factory is cleaned on a weekly basis. ProductionManager

7.5.1.19 Tools and equipment are upgraded after their validity time ends or, in thecase of software, with the issue of a new version.

GeneralManager

RELEASE AND DELIVERY

7.5.1.20 The Production Manager record every finished item on the FabricationSheet.

ProductionManager

7.5.1.21 A quality control approved sticker is placed on every item inspected bythe Production Manager.

ProductionManager

7.5.1.22 The delivery note is prepared and signed. ProductionManager

7.5.1.23 For delivery the customer is called and a time is agreed upon. ProductionManager

7.5.1.24 The Production Manager coordinates with the Sales Manager to ensure

correct and on-time packing and delivery of goods.

Production

Manager/Sales Manager



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7.5.1.25 The delivery slip is signed for approval to indicate inspection by theWarehouse Manager and driver.

WarehouseManager

7.5.1.26 The delivery slip is signed by the customer for receipt of the goods, withsignature, name and date.

ProductionManager

7.5.1.27 A copy of the delivery slip is given to the customer, a second copy to thefactory, and a third given to the Accounting Department for invoicing.

ProductionManager

7.5.1.28 Returned goods are reworked in the factory or replaced as need be. ProductionManager

7.5.2 VALIDATION OF PROCESSES FOR PRODUCTION &SERVICE PROVISION

REMARK In a number of cases shortcomings in output of the process cannot beverified by monitoring or measurement (inspection). Shortcomings willonly appear after the product has been delivered to the Customer.

7.5.2.1 PRO DUCT identifies these non-conformances by the receipt of acomplaint or a request for service.

Sales Manager

7.5.2.2 Through the reports to the General Manager about complaints andnon-conformances (amongst other things) corrective or preventativeactions are decided upon.

GeneralManager

7.5.3 IDENTIFICATION AND TRACEABILITY

7.5.3.1 Every manufactured item has a unique name and fabrication number. ProductionManager

7.5.3.2 All fabrication orders are identifiable by the customers name and projectname.

ProductionManager

7.5.3.3 All offers are identified by a unique offer number. Sales Manager

7.5.3.4 Projects and regular customers have their own files. Sales Manager

7.5.3.5 A chronological file is kept for all offers/quotations to customers,including the reference number, date, name of offer, and type ofcorrespondence.

Sales Manager

7.5.4 CUSTOMER PROPERTY

7.5.4.1 PRO DUCT does not use customer-supplied products when there is doubtabout the suitability of these products.

ProductionManager

7.5.4.2 PRO DUCT makes the same requirements to customer supplied productsas to products it purchases itself.

ProductionManager

7.5.4.3 PRO DUCT takes all suitable measures to prevent damage to customer-supplied property.

ProductionManager



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7.5.4.4 When serious defects are noted with respect to products or other materialsentrusted to the care of PRO DUCT the Production Manager informs theGeneral Manager who then informs the customer.

ProductionManager

7.5.4.5 Any report of damage to customer property is reported to the ProductionManager.

ProductionManager

7.5.4.6 Records concerning damaged customer property are kept. General Manager

7.5.5 PRESERVATION OF PRODUCT

7.5.5.1 PRO DUCT treats all products and materials in its control with thegreatest possible care to prevent damage.

All employees

7.5.5.2 All documents and materials are filed and stored in appropriate storageareas in a way to limit damage to goods to a minimum.

All employees

7.5.5.3 All goods and raw materials are stored as much as possible in theiroriginal packaging.

ProductionManager

7.5.5.4 PRO DUCT also involves suppliers in defining and implementingeffective and efficient processes to protect purchased material.

GeneralManager

7.5.5.5 Storage facilities, work methods and ways of transportation are designedand developed in a way to limit damage to goods to a minimum.

GeneralManager

7.6 CONTROL OF MONITORING AND MEASURING

DEVICES

The standard states:The organization shall know what should be measured and monitored and the measuringdevices need to be suitable for purpose.

Remark The measurements that GPBM carries out to evaluate whether itsproducts meet the stated requirements are predominantly functionalitytests. Thus no inspection devices are used that need to be calibrated.



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8.1 GENERAL (PLANNING)

The standard states:The organization shall know what should be measured in which way to ensure customer

satisfaction and to improve the quality management system.

Remark The processes of the Quality Management System are monitored asdescribed in this manual.

8.1.1 The work instructions indicate what measurements need to be carriedout where applicable.

GeneralManager

8.2 MEASUREMENT AND MONITORING

The standard states:The organization shall determine how it will measure customer satisfaction. It shall knowwhether it continuously meets the requirements of the standard, and whether its activitiesare carried out in the proper way and the product meets the requirements.

8.2.1 CUSTOMER SATISFACTION

8.2.1.1 PRO DUCT has chosen an organizational structure, in which it is thespecific task of the Sales Manager to monitor customer satisfactionand to report about this to the General Manager.

GeneralManager

8.2.1.2 The General Manager measures customer satisfaction randomly on thebasis of discussions with customers, follow-up phone calls and visits,requests for quotations, direct sales, referrals and repeat customers.

GeneralManager

8.2.1.3 Some customers are asked on a regular basis to fill out a customersurvey used for monitoring purposes.

Sales Manager

8.2.1.4 The Sales Manager follows up with the customer after delivery toensure customer satisfaction.

Sales Manager

8.2.1.5 Maintenance requests and reports, and customer complaints, are usedto monitor customer satisfaction.

GeneralManager

8.2.1.6 Customer satisfaction is also determined through the monitoring ofsale volume and through customer payments.

GeneralManager

8.2.1.7 Results of customer satisfaction are registered in writing. ManagementRepresentative



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8.2.2 INTERNAL AUDIT

8.2.2.1 PRO DUCT plans and organizes its quality audits for twice a year,which together cover the whole of the QMS according to the ISO9001:2000 standard.

GeneralManager

8.2.2.2 The audit consists out of interviews and document and process reviewsamongst other things.


8.2.2.3 An auditor shall not audit his own work. ManagementRepresentative

8.2.2.4 The results of the audit are reported in writing to the General Managerof PRO DUCT.


8.2.2.5 Non conformities are rectified and follow up activities are verified andreported to management.


8.2.2.6 The reports are reviewed in management review meetings and filed. QualityCoordinator

8.2.2.7 Customers of PRO DUCT can make an audit themselves of theprocedures of PRO DUCT, only after the explicit approval of theGeneral Manager.

GeneralManager

8.2.3 MONITORING AND MEASUREMENT OF PROCESSES

8.2.3.1 PRO DUCT measures the proper functioning of its realizationprocesses (see REMARK II of Section 7 of this Manual), as follows:7 Customer related processes by the monitoring of the sales

volume;8 Product related processes by the monitoring of complaints and

non-conformances;9 Administrative processes by the monitoring of the functionality of

the internal and external communication.

GeneralManager

8.2.3.2 Processes are monitored through a Work Processes Flow Chart. GeneralManager

8.2.3.3 The Production Manager follows a program of works schedule that is Production



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continually revised and updated. Manager

8.2.3.4 Processes are monitored by daily production reports made by theProduction Department.

ProductionManager

8.2.3.5 The Production Manager supervises all stages of manufacturing andassembly.

ProductionManager

8.2.3.6 The Production Supervisor continually monitor production processes. ProductionSupervisor

8.2.3.7 Total daily delivery to the Warehouse is monitored by a FinishedGoods to Warehouse log compiled and signed by the ProductionManager.

ProductionManager

8.2.3.8 The General Manager also personally visits the factory daily when incountry.

GeneralManager

8.2.3.9 The Production Manager monitors the suitability of purchased rawmaterials.

ProductionManager

8.2.1.8 All incoming goods are subjected to visual inspection. ProductionManager

8.2.3.10 Raw Material Inventory is monitored by: yearly inventory counts; stock control (in-out) charts on computer; minimum acceptable levels.

ProductionManager

8.2.4 MONITORING AND MEASUREMENT OF PRODUCT

8.2.4.1 After the production process is completed, a final inspection is carriedout.

ProductionManager

8.2.4.2 The employee doing final inspection attaches the quality controlapproved sticker as verification of final inspection.

FinishingSupervisor

8.2.4.3 The Production Manager signs off on the daily fabrication report. ProductionManager



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8.2.4.4 The Customer signs for acceptance. ProductionManager

8.2.4.5 Product validation is ensured by obtaining the approval of SupervisingConsultants after their inspection of the product on request.

ProductionManager

8.2.4.6 PRO DUCT also ensures product validity by maintaining a 400 dayguarantee maintenance period between temporary and final handoverof the project in which it is responsible for maintenance of and fixingof any apparent non-conformities.

GeneralManager

8.2.4.7 In case of nonconformities, results are submitted to production, andpreventive actions are defined to insure the avoidance of reoccurrence.

ProductionManager

8.3 CONTROL OF NONCONFORMING PRODUCT

The standard states:The organization shall assure that no nonconforming goods or services are used ordelivered.

Remark PRO DUCTs product conformity is assured by regular machinecalibration and product inspection.

Remark PRO DUCTs inventory control system (on-site storage areas)prevents nonconforming materials from being used

8.3.1 PRO DUCTs purchasing inspection process prevents nonconformingraw materials from being assembled.

ProductionManager

8.3.2 Raw materials rejected are immediately returned to the supplier viathe same method of delivery, if possible.

ProductionManager

8.3.3 When parts show nonconformances during assembling, they arereworked in the factory.

ProductionManager

8.3.4 If items cannot be reworked, they are placed in the Scrap area and thenremoved from the factory.

ProductionManager

8.3.5 PRO DUCTs final inspection process prevents nonconforming Production



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products from being included, since all products receive a finalinspection and only then are released for delivery.

Manager

8.4 ANALYSIS OF DATA

The standard states:The organization shall gather information in order to know that it does the right things inthe right way and is able to improve where applicable.

8.4.1 PRO DUCT gathers the following data to monitor the effectiveness ofthe quality management system:1 statements of customers about PRO DUCT;2 marketing researches with customers;

3 claims for guarantee and/or service;4 complaints of customers;5 reports about (internal) nonconformances;6 review discussions with customers;7 information about competitors;8 supplier [local and international] performance.


8.4.2 Above mentioned data is regularly analyzed and discussed in themanagement review meeting.


8.5 IMPROVEMENT

The standard states:The organization shall improve the things it does, by learning from mistakes and by

preventing (other, new) mistakes from being made.

8.5.1 CONTINUAL IMPROVEMENT

8.5.1.1 PRO DUCT has implemented the following processes to improve itsquality management system continuously (in brackets the proceduresof the manual that give the details of the processes are noted):1 management commitment (5.1);2 monitoring of the quality policy (5.3);3 adjustment of quality objectives (5.4);



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4 management review (5.6);5 execution of audits (8.2);

6 analysis of data (8.4);7 corrective and preventative actions (8.5);

8.5.2 CORRECTIVE ACTIONS

REMARK I Complaints and nonconformances are an important source for theimplementation of corrective actions.

REMARK II Complaints in the sense of the quality system are nonconformancesthat have been noticed by the customer and that have a negativeinfluence on the quality image of PRO DUCT.

8.5.2.1 The General Manager undertakes the direct dealing with

complaints in the sense of the correcting of the complaintimmediately.

General

Manager

8.5.2.2 Complaints are brought to the attention of the responsible manager. All

8.5.2.3 The responsible manager decides who will take care of the furtherdealing with the complaint.

Manager

8.5.2.4 It is decided whether an investigation to the cause of the complaintis necessary.

Manager

8.5.2.5 If an investigation is carried out, the results are recorded inwriting.

Manager

8.5.2.6 The results are discussed with all parties involved, including thecustomer.

Manager

8.5.2.7 If necessary, corrective action is taken to prevent repetition. Manager

8.5.2.8 Corrective actions are tested for an appropriate period, before theyare approved and definitely implemented (see section 5.5 of thismanual).


REMARK III Nonconformances are those instances which do not agree with theprescribed, usual or desired way of business (non-conformances

with respect to the described quality system).



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8.5.2.9 Nonconformances are immediately brought to the attention of theManagement Representative

All

8.5.2.10 The procedures 8.5.2.3 until 8.5.2.8 are applicable. Management Representative

8.5.2.11 If the quality system is not implemented correctly, the ManagementRepresentative looks for a solution under responsibility of theGeneral Manager.


8.5.2.12 Repeated, intentional abuses against the quality system by anemployee of PRO DUCT are followed by proper actions.

GeneralManager

8.5.2.13 Such instances are taken into consideration with the revision of thequality system or of quality procedures. Where applicable,

corrective action shall be taken.

GeneralManager

8.5.2.14 All relevant data about the corrective actions are discussed andreported in the quality management review meeting.


8.5.3 PREVENTATIVE ACTIONS

8.5.3.1 In the case of routine activities, preventative actions are those thatare taken by PRO DUCT to prevent possible nonconformances withrespect to the requirements of the customer, as recorded in theprocedures of this manual.


8.5.3.2 For activities that are not routine, or in the case of complex and/orcritical activities, the manner in which it is assured that the qualityrequirements are met is documented beforehand in writing. Seesection 5.4 of this manual for details.

GeneralManager

8.5.3.3 All relevant data about new or revised preventative actions arediscussed and reported in the quality management review meeting.


15 PRO DUCT Quality Manual

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Transcript of 15 PRO DUCT Quality Manual