Employee Quality Manual

Orion Technology, Inc. ISO 9001:2008 New Employee Quality Manual (NEQM)

7000 Quest Circle NW, Suite A, Huntsville, AL 35806

Revised March 18, 2013

This manual is intended for the sole use of ORION employees, and is provided to customers for informational purposes

only. The contents of this manual may not be reprinted in whole or in part without the express written permission of

ORION.

ISO 9001:2008

New Employee Quality Manual

(NEQM)

ORION’s Quality Policy –

"Create real customer value by delivering superior performance on time and

within budget, and by continually improving our systems and customer satisfaction in a manner consistent with our personal and corporate values,

growth, and success."

Approved March 20, 2013 Earl Hubbard, President/CEO Orion Technology, Inc.






ORION.

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NEW EMPLOYEE ISO 9001:2008 ORIENTATION

1. INTRODUCTION. Welcome to ORION and Congratulations on Your Selection

For Employment With Our Team! You’re joining a team that is proud of its

commitment to providing outstanding quality service to its customers. Based on this

commitment, we have invested significant time, effort, and resources to implement a

Quality Management System (QMS) that meets ISO 9001:2008 quality standard

requirements.

2. PURPOSE. The purpose of this orientation is to familiarize you with the most

basic precepts of ISO 9001:2008 quality requirements and the Company’s QMS. It is

not intended to make you an expert in the implementation and management of our

ISO 9001:2008 QMS. As such, relax and please familiarize yourself (to a point of

good understanding) what ISO 9001:2008 implies relative to your employment with

ORION and your role in support of our Company’s QMS.

3. WHAT IS ISO 9001:2008? The acronym ISO stands for the International

Organization for Standardization. It was set up in 1947 and is located in Geneva,

Switzerland. Its purpose is to facilitate and support international trade by developing

standards that people everywhere across the globe recognize and respect. In

today’s global market place, this becomes particularly important in ensuring quality

management standards are in place for the international community to recognize and

adhere to. ISO achieves this purpose through the participation and support of its

member-State bodies that consist of 127 countries.

4. ABOUT ORION’s ISO CERTIFICATION. Orion Technology, Inc. received its

ISO certification in 2005. In order to maintain our ISO certification, ORION

undergoes a rigorous audit-based review each year. Our ISO Registrar, SAI Global,

conducts this review. Headquartered in Australia, SAI Global is internationally

recognized as a leading quality management service provider. SAI Global is certified

and endorsed by the American National Standards Institute (ANSI)-American Society

for Quality (ASQ) National Accreditation Board - collectively referred to as (ANAB).

The ANAB is the U.S. accreditation body for quality management. Maintaining our

certification requires the Company’s management team to be fully committed to

ensuring ISO requirements are fully implemented in all aspects of our business

operations and activities. It also requires our ORION employees to be fully

committed to ensuring that ISO-related guidelines and requirements are being met

on a continuous basis. Finally, an effective QMS requires us to continually seek

quality process improvements in the way of effectiveness and efficiency.

5. WHY DID ORION CHOOSE “THE ISO PATH?” Our company chose to follow

ISO 9001:2000 because we believe there is always a need to control or improve

the quality of our services to our customers, to reduce the cost of poor quality,

and to become more competitive. As our Company continues to grow, it becomes

increasingly more important to manage our growth in ways that won’t compromise the

quality of the services being providing to our customers.

6. HOW DOES ISO AFFECT YOU, THE ORION EMPLOYEE? As stated above, a

basic premise of ISO is to seek continual quality improvement. In the military,






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Revised on 9/15/2010 10:47:00 AM

This manual is intended for the sole use of Orion employees, and is provided to customers for informational purposes only. The

contents of this manual may not be reprinted in whole or in part without the express written permission of Orion Technology.

Orion Technology, Inc. ISO 9001:2008 Quality Manual

305 Church Street, Suite 717, Huntsville, AL 35801

Revised on 9/15/2010 10:47:00 AM



Orion Technology, Inc. ISO 9001:2008 Quality Management Review Team (QMRT) Manual


Revised on 9/15/2010 10:47:00 AM



Orion Technology, Inc. ISO 9001:2008 Quality Process Owner (QPO) Manual


Revised on 9/15/2010 10:47:00 AM



Orion Technology, Inc. ISO 9001:2008 Quality Management Review Team (QMRT) Manual


there’s an old saying… “If it ain’t broke, don’t fix it!” Relative to ISO, our Company’s

view is that… “If it ain’t broke, you’re not looking hard enough!” We expect all of our

employees to continually look at their assigned areas of responsibilities in ways that

embrace continual quality improvement-related initiatives. This is done so in an

effort to achieve more effective and efficient results relative to our quality processes

and our QMS as a whole. This requires higher levels of personal accountability for

what goes well and not so well with respect to performing our quality service-related

responsibilities.

Our objective is to provide outstanding quality service in a manner that’s consistent

with our Company’s Quality Policy and is consistent with what our customers deserve

and expect. Finally, we request that you be good stewards of our customer’s assets

and resources.

7. WHAT NOT TO DO. One of the most basic features of ISO is its orientation to

being “process” oriented and its intent to foster total commitment for continual quality

improvements. In short, we cannot afford to conduct our business activities in ways

that are “personality driven” or based on “ad hoc” procedures. Our business activities

have to be supported by well thought out, developed, validated, verified, and quality

management-approved processes.

As a matter of Company Administrative policy, all ORION employees are required to

understand the basic precepts of ISO 9001:2008 quality requirements, and build on

their understanding of these requirements, especially as it pertains to serving our

customers and in execution of our assigned employee-related responsibilities.

8. UNDERSTANDING ORION’s QMS. The goal of Orion’s QMS is to enhance our

Customers’ overall satisfaction through effective application of the system, including

processes for continual improvement of the system and the assurance of conformity

to customer and applicable regulatory requirements. The Company’s QMS is

supported by procedures and guidance contained in four (4) key documents – the

Quality Manual (QM), the Quality Management Review Team (QMRT) Manual, Quality

Process Owner (QPO) Manual and this manual - the New Employee Quality

Orientation (NEQO) Manual.

This manual contains the necessary information to develop and implement a quality

process consistent with ISO 9001:2008 standards. Another important aspect of your






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responsibilities is to understand how to develop and process continual improvements

that are consistent with ORION’s Quality Policy and objectives that are provided in

our ISO 9001:2008 Quality Manual. All the referenced manuals are available for

review (and download) on the Company’s employee support intranet website.

9. ORION’s QUALITY POLICY: It is ORION’s policy to ensure that our employees

are providing the best possible service to our customers and that the services are

provided at the best possible value. Given this, our Company’s quality policy is to:

"Create real customer value by delivering superior performance on time and

within budget, and by continually improving our systems and customer

satisfaction in a manner consistent with our personal and corporate values,

growth, and success."

Note: All ORION employees are required to be intimately familiar with the above

policy and all that it encompasses. The intent of our Company’s policy is explained

in Appendix A of our Quality Manual which our employees are requested to read and

understand.

10. ORION’s QUALITY OBJECTIVES: Our Company quality objectives will be

consistent with the “spirit and intent” of ISO 9001-2008 standards which are to:

Reduce costs and increase efficiency by good management of key processes.

Increase customer satisfaction and retention.

Improve employee motivation, awareness, and morale.

Enhance marketplace profile and profit.

11. “THE BASICS.” Orion’s ISO 9001:2008 QMS is made up of many processes,

and these processes are “glued” together by means of many customer input-output

relationships. These input-output relationships turn a simple list of ORION processes

into an integrated QMS. Without these input-output relationships, we won’t have a

QMS. In order to understand our QMS, it is important to understand some basic

QMS terms.

a. Inputs: This term refers to what the customer is requesting which will have

a direct bearing on what the customer expects (task requirements) in the way

of rendered services. Inputs also include any peripheral-related information

that is being provided or obtained that impacts on what the customer is

requesting. Examples of peripheral inputs are vendor support related

requirements and capabilities, customer stated or internally assessed

timelines, special instructions, customer stated evaluation criteria, etc.

b. Outputs: This refers to what the customer will receive in the way of ORION

services. This should be reviewed against the quality process objectives

targeted to be achieved for the services being provided.

c. Quality Objectives: In an effort to best serve our customers, we establish

quality processes. In short, quality processes detail out (in narrative or

“map” form) the specific requirements that must be achieved to meet our






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customer’s quality requirements (inputs). In order to ensure that our

customers are receiving what is being requested, all processes are driven by

established and documented quality objectives. These objectives should be

quantifiable “measurable.” If the objectives are not measurable, we must use

other means to “verify” and “validate” that our quality processes are working

properly and are producing the desired result relative to our customers’

requirements.

d. Quality Process Owner. A QPO is an individual who has been designated

by ORION management to oversee or develop a quality process. Additionally,

if you are directly associated with operating the quality process, or are

designated to develop a quality process, you must read and understand the

requirements contained in ORION’s QPO Manual.

12. OVERVIEW OF ISO 9001:2008. ISO requirements consist of 8 major

sections (or clauses); however, our QMS only has to address five set of requirements

which are spelled out in ISO 9001:2008 Sections 4 through 8. A summary of each

section is as follows:

a. SECTION 4 - Systemic Requirements. This section requires us to

establish a QMS that complies with ISO 9001:2008. Specifically, we are to:

Develop and implement the quality processes with a commitment for

continually improving the effectiveness of our QMS.

To implement, maintain, and control our QMS.

b. SECTION 5 - Management Requirements. This section speaks directly to

ORION managers meeting six sets of management requirements. They are to:

Support quality.

Satisfy customers.

Establish a quality policy

Carry out quality planning.

Control our quality system.

Perform management reviews.

c. SECTION 6 – Resource Requirements: Section 6 of the ISO 9001:2008

standard requires us to identify and provide the necessary resources to: support

our quality processes.

Provide quality personnel, a quality infrastructure, and a quality work

environment.

Ensure competent personnel are in place to operate our quality processes and

to manage the Company’s QMS.

d. SECTION 7 – Product Realization. To most, Section 7 of the ISO

9001:2008 standard may be the most challenging section of the ISO standards to






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understand. In a “nut-shell,” this section focuses on developing the necessary

quality processes to meet our customers’ requirements. In ISO terms, this is

referred to as “product realization”…or more simply put, realizing what the

product (or in our case, service) requirement is, as well as to understand the

interconnection of the processes used to serve our customers. In general,

Section 7 expects us to:

Control our services through good planning and analysis and by means of

controlling our quality processes.

Not agreeing to supply the services to our customers unless we have

conducted the necessary analysis to ensure we can provide quality services.

Plan, design, and development our quality processes with our focus on first

defining product design that requires development of the inputs and outputs.

Approve our quality process outputs before we release them to our customers

and then use these outputs to control product quality.

Conduct reviews, verifications, and validations of our quality processes and

then manage any changes made to the processes. This includes control of

our purchasing functions.

Measure our outputs and to pay special attention whenever process outputs

cannot be measured, monitored, or verified. Note: In such cases, we are

required to document that these special processes can produce planned

results.

Section 8 – Remedial Requirements (Measuring & Monitoring our Quality

Processes and QMS). Section 8 of the ISO 9001:2008 standard requires us to

carry out remedial activities that focus on monitoring, measuring, and analyzing

our quality processes. The main intent of remedial requirements (or auditing) is

to:

Ensure our processes can demonstrate conformance to our customer’s

requirements and to improve our QMS.

Monitor and measure customer satisfaction, and to plan and perform internal

audits. This includes the monitoring and measuring of our quality processes

that make up ORION’s QMS. Note: If non-conformances are detected,

corrective actions must immediately be taken whenever quality processes fail

to achieve planned results.

Have in place “preventive measures” that lower the likelihood of incidents of

non-conformance relative to our quality processes or QMS, and to take

immediate “corrective actions” when a “nonconformity” is detected.

13. IN SUMMARY. Initially, ISO requirements appear to be complicated;

however, please take a step back and look at it from a “big picture” perspective.






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Much of what you’ll note relative to the Company’s QMS is common sense. Look

at our QMS and the governing ISO requirements from a customer’s perspective.

As a customer, you expect to get the best possible service for your money. You

trust that the service provider will deliver to you what you’re paying for in the

way of service or delivery of a product. In order to accomplish this, the service

provider should, if he’s concerned with your personal satisfaction, take certain

steps, and have the necessary procedures and processes in place to ensure that

what ever he/she has promised to deliver you in fact is delivered to you

consistent with your expectations. If it isn’t, the product (or service) provider

should take the necessary actions to correct any problems or issues that may be

adversely affecting him/her from achieving your satisfaction. He should also take

the necessary steps to ensure quality improvements are constantly being sought

and implemented to meet our future customer expectations.

ISO, to a great extent, works off this same principle…ensuring the necessary

processes and procedures are in place to deliver a quality product or service to its

customers on time. If established quality standards are not being met, then we

must implement the necessary changes that facilitate real quality improvements

in an effort to achieve total conformity with established quality standards.

14. SEEKING ASSISTANCE. Please keep in mind; there are plenty of resources

within the company to help further facilitate your understanding of ISO

9001:2008 requirements. If you need assistance, start with your supervisor or

our ISO trained company auditors. The Company’s ISO Quality Management

Representative will also be available to further assist in your understanding of our

QMS.

15. ASSESSMENT. To aid in your understanding of our QMS, we request that

you participate in a short ISO-based assessment. You’re requested to complete

the assessment and return your answers to our Human Resource Manager for

review. The information provided in this orientation letter and the ISO

9001:2008 New Employee Orientation Briefing Packet provide the necessary

information to correctly answer all the questions.

Again, Welcome to ORION!

Earl Hubbard, President/CEO

Orion Technology, Inc.






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New Employee Quality Management System (QMS) Assessment Instructions: Please circle the best answer for each question. Only one answer

may be circled. Return this answer sheet to ORION’s Human Resource Office.

1. What best describes the overarching concepts of ISO

a. Customer focused, process oriented, & continual improvement.

b. Customer focused, effectiveness, and efficiency.

c. Enhanced marketing profile, effectiveness & efficiency.

d. Satisfied customers, improved effectiveness/efficiency, enhanced market

profile, increased profit, & improved employee motivation/morale.

2. The Company’s QMS is supported by which ISO sections?

a. Sections 1-8.

b. Sections 5-9.

c. Sections 4-8.

d. Sections 2-6.

3. What are the main objectives of ISO 9001:2008?

a. Customer focus, process oriented, & continual improvement.

b. Customer focus, effectiveness, and efficiency.

c. Enhanced marketing profile, effectiveness & efficiency.

d. Satisfied customers, improved effectiveness/efficiency, enhanced market

profile, increased profit, & improved employee motivation/morale.

4. What are your key responsibilities as it relates to supporting ORION’s QMS?

a. Ensure conformance with established quality objectives.

b. Strive for continuous improvement of established quality processes.

c. Keep well informed of ORION QMS requirements and standards.

d. a and b.

e. a through c.

5. What are the major QMS managing bodies?

a. Quality Process Owners (QPO), CEO, Company President and Support

Services.

b. Quality Management Representative, ISO Auditors, QPOs and QMRT.

c. Internal Customers, External Customers, HR, and Customer Relations.

d. a & c.

6. ORION’s QMS is supported by which Manuals?

a. Quality Manual, QMRT Manual, and the QPO Manual.

b. Quality Manual, QPO Manual, and the Employee Handbook.

c. Quality Manual, QMRT Manual and the ISO Process Maps.

d. None of the above.






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7. Relative to ORION’s QMS, what are (or is) the most essential components to its

success?

a. Employee’s commitment to continual improvement and preventive actions.

b. Employee’s commitment to providing quality service to his/her customers and

efforts to achieve continual quality improvements relative to his/her

customer’s requirements.

c. Employee’s understanding of the Company’s ISO Quality Manual.

d. Employee’s understanding of the procedures contained in the Company’s QPO

Manual?

8. Quality issues or improvement initiatives are reviewed and approved by:

a. The Quality Management Representative.

b. The ISO Auditor(s).

c. The QMRT.

d. a & b.

9. If you have issues, concerns, comments, or questions regarding ORION’s QMS,

who are the best resources to provide assistance.

a. Business Operations, Support Services, Business Development, or IT.

b. ISO Auditor, HR, IT and Business Operations.

c. Your supervisor, ISO Quality Management Representative or ISO Auditors.

d. a & b.

10. What is considered to be the most “critical” feature of the Company’s QMS?

a. Quality Management Review.

b. Quality Process Development.

c. Quality Audit Process.

d. Quality Training.

Employee Quality Manual

Documents

Transcript of Employee Quality Manual