Quality Policy Manual - a-argent.com Associates/Qualit… · Web viewThis manual is the property...

The Provisioning of Warehousing & Logistics Services in accordance with ISO 9001:2008 and TL 9000-R5.0

Quality Management System requirements and measurements for Product Category 7.7.5.1

The Provisioning of Warehousing & Logistics, excluding 7.3 & 7.5.2

Rev. M03/01/11

This manual is the property ofArgent Associates

It is under a controlled distribution system.

This Quality Manual sets forth the QMS policies and defines compliance with the ISO-9001:2008 & TL9000 requirements.

QUALITY MANUALQUALITY MANUAL

QUALITY MANUALRev. M

April 5, 2010 Table of Contents

PURPOSE 5

COMPANY OVERVIEW 6

1. SCOPE 6

2. REFERENCES 6

3. TERMS AND DEFINITIONS 6

4. QUALITY MANAGEMENT SYSTEM 7

4.1 General Requirements 7

4.2 Documentation Requirements 94.2.1 General 94.2.2 Quality Manual 94.2.3 Control of Documents 94.2.4 Control of Records 10

5. MANAGEMENT RESPONSIBILITY 11

5.1 Management Commitment 11

5.2 Customer Focus 11

5.3 Quality Policy 11

5.4 Quality Planning 125.4.1 Quality Objectives 125.4.2 Quality Management System Planning 13

5.5 Responsibility, Authority and Communication 145.5.1 Responsibility and Authority 145.5.2 Management Representative 155.5.3 Internal Communication 15

5.6 Management Review 165.6.1 General 165.6.2 Review Input 165.6.3 Review Output 16

6. RESOURCE MANAGEMENT 17

6.1 Provision of Resources 17

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April 5, 2010 6.2 Human Resources 17

6.2.1 General 176.2.2 Competence, Awareness and Training 17

6.3 Infrastructure 19

6.4 Work Environment 20

7. PRODUCT REALIZATION 20

7.1 Planning of Product Realization 20

7.2 Customer-related Processes 217.2.1 Determination of Requirement Related to the Product 217.2.2 Review of Requirements Related to the Product 227.2.3 Customer Communication 23

7.3 Design and Development 24

7.4 Purchasing 247.4.1 Purchasing Process 247.4.2 Purchasing Information 257.4.3 Verification of Purchased Product 25

7.5 Production and Service Provision 267.5.1 Control of Production and Service Provision 267.5.2 Validation of Processes for Production and Service Provision7.5.3 Identification and traceability 267.5.4 Customer Property 27

7.6 Control of Monitoring and Measuring Devices 28

8. MEASUREMENT, ANALYSIS AND IMPROVEMENT 28

8.1 General 29

8.2 Monitoring and Measuring 298.2.1 Customer Satisfaction 298.2.2 Internal Audit 298.2.3 Monitoring and Measurement of Processes 298.2.4 Monitoring and Measurement of Product 30

8.3 Control of Nonconforming Product 30

8.4 Analysis of Data 31

8.5 Improvement 318.5.1 Continual Improvement 318.5.2 Corrective Action 328.5.3 Preventive Action 328.6.0 TL9000 Metrics 33



April 5, 2010 8.6.1 Argent TL9000 Objectives 338.6.2 Applicable TL9000 Metrics 338.6.1 Metrics Submittal 34

9.ATTACHMENTS 36

9.1 Organization Chart 36

9.2 QMS Master List 37

9.3 Quality System Process Sequence and Interaction 38

9.4. Quality Metrics Matrix 39

9.5 Web Portal for Intercompany Quality Management 40

9.6 Customer Satisfaction Survey 41

9.7 Employee Training Log 2009 42

9.8 Audit Schedule 43

9.9 List of Pocess Documents 44

10. SUMMARY OF CHANGES 46



April 5, 2010 PURPOSE

Argent Associates’ quality management system complies with the ANSI/ISO/ASQC Q9001 (2008) Quality Management System (QMS) Requirements under ISO Section 7.7.5.1.

The purpose of this manual is to: Describe Argent’s Quality Management System Define responsibilities, authorities, and the interrelationships of the key operating management segments Provide the direction for each of the functional activities Provide controls that ensure the requirements for quality will be met. Controls include TL9000 Performance Metrics and Defect Analysis Electrostatic Discharge (ESD) methods to protect equipment

The purpose of this Revision (L) is to update manual to ISO 9009:2008 and TL9000 Revision 5 standards. The manual is divided into sections that relate directly to the applicable elements of the ANSI/ISO/ASQC Q9001-2008 standard. This manual is also used for external purposes such as third party audits and to provide customers with information concerning the QMS in place at Argent.

Argent has adapted the “Plan-Do-Check-Act” (PDCA) methodology to all processes as described by ISO 9000:

Plan: establish the objectives and processes necessary to deliver results in accordance with customer requirements and the organization's policies.

Do: implement the processes. Check: monitor and measure processes and product against policies, objectives and

requirements for the product and report the results. Act: take actions to continually improve process performance.

PDCA is institutionalized through our quality system elements; i.e., Trouble Tickets, Customer Satisfaction Surveys, Corrective/Preventive Actions, Management Reviews and Audits. We have overlaid our elements through the ISO 9000 continuous improvement model below.

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April 5, 2010 COMPANY OVERVIEW

Argent Associates, Inc. was established in 1998 to provide inventory control, materials management and logistics for the telecommunications industry. It provides warehousing, staging and inventory services to leading US telecom service providers, as well as, non-telecom related clients.

1. SCOPEArgent’s Quality Management System (QMS) is designed to demonstrate its ability to continuously improve services that meet customer requirements and assure all applicable regulatory requirements are meet.

Argent’s QMS will address customer satisfaction through the effective application of the system, including processes for continual improvement and the prevention of nonconformity.

The facility included in the scope of this quality management system is:

Argent will exercise its “permissible exclusions” for the sections of the standard listed below. Due to the nature of our business, its operational methods and customer relationships these exclusions are applicable.

7.3 Design and DevelopmentArgent performs no design-related activities and is therefore claiming an exclusion to this section of ISO 9001:2000.

7.5.2Validation of Processes for Production and Service Provision

Argent performs no processes where the resulting output cannot be verified by subsequent checks and verifications and is therefore claiming an exclusion to this section of ISO 9001:2000.

2. REFERENCES ANSI/ISO/ASQ Q9001-2008 Quality Management System Requirements Nov 2010 Quest Forum TL9000 Rev 5.0 Nov 2010 ISO 9000:2005, Quality management systems — Fundamentals and vocabulary

3. TERMS AND DEFINITIONS Bid/Proposal: An accepted order from the customer. Controlled Document: Any document that affects the quality of the product and is reviewed and approved prior to release for use or reference. Customer: The recipient of a product provided by the organization. Documented Procedure: Where the term “documented procedure” appears within this International Standard, this means that the procedure is established, documented, implemented and maintained. ESD: Electrostatic Discharge Organization: The organization that provides a product, that is, Argent.

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Argent Associates, Inc.140 Fieldcrest AveEdison, NJ 08837

Argent Associates, Inc.1500 Garner RoadRaleigh, NC 27610

In printed form, this document is an UNCONTROLLED COPY unless stamped CONTROLLED DOCUMENT in RED


April 5, 2010 Outsourced Process: An “outsourced process” is a process that the organization needs for its quality management system and which the organization chooses to have performed by an external party. Process: A set of interrelated resources and activities that transform inputs into outputs. Process Leader: Person with primary process responsibility to document and maintain its procedures, work instructions, and forms; to control quality records; and to train process users. Selected by management based upon primary job responsibilities. Product: The result of activities or processes; also means service. QMS: Quality management system. Supplier: The organization that provides a product to an organization; also referred to as a vendor. Top Management: President, Vice President, Business Operations Manager and Sales and Business Development Manager TL9000 within our quality management system will relate to services. Argent does not currently perform work relative to hardware and software other than the logistic side of the business. If this changes, Argent will revise its quality manual and add other items relative to H and S.

4. QUALITY MANAGEMENT SYSTEM

4.1 General RequirementsArgent has established, documented, implemented, maintained and continually improved a company-wide QMS as a means to ensure product conformance to specified requirements and continued compliance to ISO-9001:2008 and TL9000 Revision 5.

Procedurally, the continuous improvement process begins with identifying and meeting customer requirements through inputs defined as products and/or services with contractual Service Level Agreements (SLA). These inputs are translated and delivered to customers. During the delivery process, feedback is captured from customers, vendors and employees through our Trouble Ticket Management System and our Customer Satisfaction Surveys. Issues are aggregated monthly and a root cause analysis is conducted to determine corrective and/or preventive actions that need to be taken to improve product/service delivery. These actions are documented and monitored through Management Reviews and Audits.



April 5, 2010 The foundation to our quality management process is our documentation and customer quality portals to capture real-time information. Argent documents its QMS utilizing the following hierarchy:

Quality Manual: First-level document that provides a general overview of the QMS and defines the quality policy. The Quality Manual is divided into sections corresponding to each of the elements of ISO-9001:2000 QMS Requirement.

Quality Procedures: Second-level documents that provide more detailed explanation of the QMS elements and detail the structure of the QMS.

Work Instructions: Third-level documents that provide step-by-step instructions on how activities are to be carried out.

Quality Forms and Records: Fourth-level documents or data that contain the information, charts, checklists, or other forms of records as evidence to demonstrate conformance to specified requirements and the effective operation of the QMS.

In the course of developing this documented quality management system Argent has: determined the processes needed for the quality management system and their application

throughout the organization (see 9.2), determined the sequence and interaction of these processes, determined criteria and methods needed to ensure that both the operation and control of these

processes are effective, ensured the availability of resources and information necessary to support the operation and

monitoring of these processes, monitored, measured where applicable, and analyzed these processes, and implemented actions necessary to achieve planned results and continual improvement of these

processes.

The Level 1 and 2 Document Master List, located in Section 9.2 of this manual, identifies the procedures used to implement Argent QMS. These documents and processes are managed by the organization in accordance with the requirements of this International Standard.

When Argent chooses to outsource any process that affects product conformity with requirements, that outsourced process will be controlled by Purchasing and Supplier Assessment processes. The type and extent of control to be applied to these outsourced processes shall be defined within the quality management system.

Note 1: :Processes needed for the quality management system referred to above include processes for management activities, provision of resources, product realization, measurement, analysis and improvement.

Note 2: An “outsourced process” is a process that the organization needs for its quality management system and which the organization chooses to have performed by an external party.

Note 3: Ensuring control over outsourced processes does not absolve Argent of the responsibility of conformity to all customers, statutory and regulatory requirements. The type and extent of control to be applied to the outsourced process can be influenced by factors such as

a) the potential impact of the outsourced process on the organization's capability to provide product that conforms to requirements,

b) the degree to which the control for the process is shared,c) the capability of achieving the necessary control through the application of 7.4.

4.2 Documentation Requirements



April 5, 2010 4.2.1 GeneralThe responsibility to develop and effectively implement QMS procedures is held by the process leaders of each Level II procedure. Procedure details depend upon the complexity of the work, methods used, and the skills and training needed by personnel to carry out the activity.

At a minimum, the quality management system includes: Documented statements of quality policies and quality objectives Quality manuals Documents identified by the organization as necessary to ensure the effective planning,

operation and control of its processes Records and Documented Procedures as required by ISO-9001:2008 and Quest Forum

TL9000 Rev 5.0

All management affected by the controlled documents are responsible to ensure that their personnel are adequately informed and trained, as necessary, to ensure the proper implementation of the procedure. Procedures and quality records are created and/or maintained in the form of electronic copy, paper copy or in other media as deemed appropriate.

4.2.2 Quality ManualArgent has established and maintains a quality manual that includes controls needed to:

The scope of the quality management system including exclusions, refer to Section 1 Documented procedures established for the quality management system or reference to

them, refer to Section 9.2 which addresses the following:o to approve documents for adequacy prior to issue o to review and update as necessary and re-approve documents o to ensure that changes and the current revision status of documents are identified,o to ensure that relevant versions of applicable documents are available at points of

use,o to ensure that documents remain legible and readily identifiable,o to ensure that documents of external origin determined by the organization to be

necessary for the planning and operation of the quality management system are identified and their distribution controlled, and

o to prevent the unintended use of obsolete documents, and to apply suitable identification to them if they are retained for any purpose.

Description of the interaction between quality management system processes, refer to Section 9.3.

4.2.3 Control of DocumentsArgent has established and maintains documented procedures, (Document Control, Electronic Data Control, Quality Records, External Document Control Matrix) to control all documents and data that relate to the requirements of ISO-9001:2000, including documents of external origin, such as standards and electronic media. The documented procedure defines the controls to:

Approve documents for adequacy prior to issues; Review, update as necessary and re-approve documents; Identify the current revision status of documents; Ensure that relevant versions of applicable documents are available at points of use; Ensure that documents remain legible, readily identifiable, and retrievable; Ensure that documents of external origin are identified and their distribution controlled; Prevent the unintended use of obsolete documents, and to apply suitable identification to

them if they are retained for any purpose.



April 5, 2010 The Level 1 and 2 QMS Master List (refer Section 9.2) outlines the procedures and documents within the QMS and serves as the master list for Level 1 and Level 2 documents. QMS documents may be initiated by anyone, and are issued after review and approval by authorized personnel. All documents are reviewed for adequacy prior to issue.

Level 1 (Quality Manual) - Approved by the President and the Management Representative defines the policies and structure of the QMS.

Level 2 (QMS Procedures) – Approved by the President and the Management Representative describes work processes and how specific ISO-9001:2000 requirements are met. Quality procedures are typically defined using a flowchart format.

Level 3 (Work Instructions) - Approved by the Management Representative defines how a particular work process or part of a process is performed when the absence of such instructions would adversely affect quality.

Level 4 (forms, records, computer-stored data) - Approved by the Management Representative provides evidence of the effectiveness of the QMS.

Master lists of controlled documents are maintained as per section 9.2. They identify the current revision and are readily available to preclude the use of invalid and/or obsolete documents.

Documents are distributed to personnel and locations where they are used. Invalid or obsolete documents are removed from points of use to prevent unintentional use. Any obsolete documents retained for legal or knowledge preservation purposes are suitably identified.

Document changes are reviewed and authorized by the same function or department that issued the original document, unless specifically designated otherwise. Section 9.2 Designated functions have access to pertinent background information upon which to base their review and approval.

4.2.3.C.1 - Control of Customer-Supplied Documents and Data

Argent periodically receives documentation from its customer on change notices for product or specific CLEI code for kits for new deployment. Argent maintains all the data in its WMS system, assign project ID’s and assign special location within the warehouse of easy access. Argent maintains customer data within its customer portals for ease of access by its customer (see www.a-argent.com/portal). All information is shared with Argent employees and is included in its employee portal for access and control (see www.a-argent.com/portal). Data is also provided to our VAN and entered into our financial and warehouse management system. Also see web pages in attachment 9.5.

4.2.4 Control of RecordsArgent has established and maintains a documented procedure (Quality Records) for identification, protection, collection, indexing, filing, storage, retention and disposition of quality records.

Argent’s quality portal controls access and is the repository for all quality documents. All records and reports are maintained in Argent portal backup copies in Tera Station

under Argent Documents in subfolder called Quality. All employees have access to the documents and continuous quality improvement

process in the Argent Quality Portal (www.a-argent.com/portal).


http://www.a-argent.com/portal




April 5, 2010 Quality records are maintained to demonstrate conformance to specified requirements and the effective operation of the QMS. Pertinent supplier quality records are an element of these data.

Quality records are identified on a master list (section 9.2) and electronically kept in Argent Tera Server. All quality documents and records are archived annually and kept for 2 years.

5. MANAGEMENT RESPONSIBILITY

5.1 Management CommitmentArgent management has demonstrated its commitment to the development and implementation of the quality management system and its continual improvement by:

Communicating to the organization the importance of complying with customer, regulatory and statutory requirements, refer to Sections 5.5.3 and 7.2.1. This is through regular enforcement of monthly audits and quarterly management reviews with personnel.

Establishing and communicating the quality policy, refer to Sections 5.3 and 5.5.3 Establishing, communicating and enforcing quality objectives, refer to Sections 5.4.1 and 5.5.3 Conducting quarterly management reviews, refer to Section 5.6 Providing for necessary resources, i.e., dedicating a quality manager, refer to Section 6.1

5.2 Customer FocusArgent’s top management ensures that customer needs and expectations are determined, converted into requirements and fulfilled with the aim of achieving customer satisfaction. Customer satisfaction surveys are conducted semi-annually (see section 9.6 Customer Sat Survey), regular weekly or monthly issues reviews, and/or semi-annual customer performance review meetings.

5.2.C.1 Customer Relationship Development

Argent’s management team maintains strong relationships with its clients. Quarterly customer visits are conducted and notes on visits and next steps are shared with Argent’s employees. Downward feedback to Argent’s employees regarding customer feedback is essential to maintain positive customer satisfaction and for employee communication, growth, and morale.

5.2.C.2 Customer Communication Methods

Argent maintains a trouble ticket and CAR/PARs portal for input from clients on critical issues. Argent also maintains a customer satisfaction portal for input and feedback from its customers. This information is distributed to its employees for changing and promulgating best practices. Argent’s customers provide feedback via electronic measures, which makes it easier to maintain and to share with employees. Once a year, Argent management team visits key customer executives for verbal feedback that is then used to further improve customer satisfaction. Meetings are conducted quarterly with customers to also ascertain feedback on a more frequent basis especially with new projects.



April 5, 2010 5.3 Quality PolicyArgent top management has established a quality policy that:

Is appropriate to the purpose of the organizationIncludes a commitment to comply with the requirements and continually improve the effectiveness of the quality management systemProvides a framework for establishing and reviewing quality objectives. Quality objectives are established by Top Management and reviewed during Management ReviewIs communicated and understood throughout the organization, refer to Section 5.5.3Is reviewed for continuing suitability during Management Review

The following Policy statement defines the Argent quality policy.

Argent Associates Quality Policy

Care Enough – Care enough about ourselves and each other to draw out the best in each other in a way that makes work exciting and fun.

Be Empowered - We are empowered to take responsibility for making great things happen for our business and our customers.

Be Excellent - We commit ourselves to raise the performance bar way above our competition, by continuously improving ourselves and our business. Be a Team - We are dedicated to each other so that we and our business can prosper and grow. Believe - We dare to believe in ourselves enough to create a value that exceeds our and our customers’ expectations.

5.4 Quality Planning

5.4.1 Quality ObjectivesArgent’s top management ensures that quality objectives are established at relevant function and levels within the organization. Quality objectives are measurable and consistent with the quality policy, including the commitment to continual improvement. Quality objectives include those needed to meet requirements for product.

Our quality objectives are developed jointly with our customers and reflect both Argent objectives and customer’s Service Level performance objectives. These objectives are identified in the Quality Objective Matrix in section 9.4.

Argent has communicated these objectives to all employees. A separate document is posted listing the quality policy and objectives and is reviewed and revised annually, if required, during quarterly Management Reviews.



April 5, 2010 5.4.2 Quality Management System Planning

Argent top management ensures that:

The planning of the quality management system is implemented by top management and carried out by Process Leaders and other Argent employees in order to meet the requirements given in section 4.1, as well as the quality objectives.

The integrity of the quality management system is maintained when changes to the quality management system are planned and implemented. Argent manages changes to its QMS through Document Control procedures and Training procedures. Argent monitors its change performance through Internal Audit procedure and Management Review procedure.

The quality planning requirements for individual customer request(s) and related processes are described in the procedures for each process; For example, this quality manual, the order review procedure, and other process quality procedures.

Quality Management System planning is routinely discussed and documented at Management Review meetings. If a particular customer request or special business need arises outside the scope of the existing Quality System, a Management Review or Quality Planning meeting may be initiated. Minutes of the meeting will be maintained.

If a particular customer request cannot be fulfilled by the existing procedures, current procedures will be modified or new procedures will be created to ensure that the specific requirements are met. All modified or newly created procedures will be consistent with all other requirements of the Quality System.

During Management Review or Quality Planning meetings, quality management system planning is discussed which covers any or all of the following major areas:

Identification of necessary controls, equipment, fixtures, resources and skills needed to achieve business goals and objectives.

Training needs.Changes to procedures, work instructions, forms, inspections, etc., to ensure product is

generated to customer expectations and requirements.Any revisions to inspection, verification, and validation techniques.Clarification of all acceptable standards of features and requirements of finished product.Identification of new or revised quality records.

Action items from the Management Review or Quality Planning meeting will define responsibilities, and any or all of the following: equipment, fixtures, resources, personnel, training, processes or any other items to address the requirement.

5.4.2.C.1 Long and Short Term Quality Planning

Argent’s long and short term quality planning is part of the contractual language. Within Argent’s contract with key customers, certain metrics are identified and objectives with penalties for not meeting certain goals would be levied on Argent. Short term quality planning requires metrics on a monthly basis submitted to customers. Monthly audits of inventory accuracy are conducted with results issued to customer management team. Management is engaged with the long and short term quality results via monthly conference calls with customers. The calls are to review results and to find and define process improvements. Metrics that are used for quality planning are: cycle time to deliver, cost reduction suggestions, on-time delivery, and inventory audits (refer to Attachment 9.4 of Quality Manual).



April 5, 2010 5.4.2.C.2 Customer Input

Argent utilizes the monthly metric report and conference calls to solicit feedback from customer. In addition, the customer portals are utilized to obtain input from customers and to implement changes within its process. Additionally, Argent works with its mentor, Anixter, and provides new ideas for customer satisfaction. Through its customer portal, Argent obtains feedback and works with customer to utilize new processes, as needed.

5.4.2.C.3 Supplier Input

Working with Argent’s customers’ suppliers is critical to overall quality. Argent has several suppliers that is works with and utilizes their feedback to obtain and maintain overall quality. Argent requires quarterly conference calls to ensure it maintains constant communication to enhance quality and improve processes. All minutes of conference calls are documented and shared with employees and suppliers for follow up and for process changes.

5.5 Responsibility, Authority and Communication

5.5.1 Responsibility and AuthorityFunctions and their interrelations within the organization, including responsibilities and authorities, are defined and communicated in order to facilitate effective quality management. Argent maintains job descriptions for all positions at the facility as well as an Organization Chart (refer to Section 9.1) indicating the interrelation of these positions. Each employee’s responsibility and authority for the QMS will be communicated to the employee through training and notification.

The President has delegated to each department manager the freedom and authority to manage, perform and verify work affecting quality in his or her own department. Specific authorities for management include:

President: Assure the overall quality of Argent products and services Assign organization authorities required to ensure compliance with the QMS defined in this

manual Ensure the QMS is established and maintained throughout the organization

Business Operations Manager (Management Representative): Assure the overall quality of Argent products and services Perform the function of the ISO Management Representative Ensure the QMS is established and maintained throughout the organization Develop and maintain relevant QMS procedures intended to ensure manufactured products

meet all customer specifications

Managers and Supervisors Lead and initiate actions to prevent the occurrence of any nonconformities relating to

product, process, and QMS Ensure the QMS is maintained through appropriate audits, tests, inspections, and surveys Review organizational requirements and provide recommendations for changes Report quality and nonconformance data and trends Maintain methods for appropriately identifying and tracing all product



April 5, 2010 Identify resources to maintain the QMS

Argent – Executive TeamBetty ManettaPresident & CEO

Ray MoyaCOO

Lauren PetersonVP Sales

Bill DonadioVP Sup Chain Ops

Joyce HartVP Bus Ops

Gillian BuckleyDir. Quality & Cust Svc

Warehouse Managers

Rick IngisCFO

Arul ArasonDir. – IT Integration

Warehouse ManagersWarehouse Managers

Soniya WadhwaDir. – Software Aps

All Employees: Understand and support the Quality Policy and the appropriate elements of the QMS for

their areas of work Dedicate efforts to the reduction, elimination, and prevention of quality deficiencies Initiate action to prevent the occurrence of nonconformities related to product, process, and

QMS

Departmental responsibilities specific for each element of ISO-9001:2008 are defined on the QMS Master List (refer to Section 9.2).

5.5.2 Management RepresentativeArgent has assigned the position of Management Representative to the COO, Ray Moya. Irrespective of other responsibilities, the Management Representative has the authority to:

Ensure the QMS is established, implemented, and maintained in accordance with ISO-9001:2008 and Quest Forum TL9000 requirements.

Evaluate and report on the performance of the QMS to management for review and as a basis for improvement of the QMS.

Ensure the promotion of awareness of customer requirements throughout the organization by ensuring process effectiveness, through internal audits and/or analysis of data, of several documented procedures, Contract Amendments, Order Entry, RMA Process, Customer Satisfaction, Corrective Action and Preventive Action.

Ensure that the quality system and all supporting technologies and resources are in place to ensure continuous quality improvement.

5.5.3 Internal CommunicationArgent has systems in place to ensure management of appropriate activities during all production processes. Argent uses weekly reports to customers to gauge quality performance by employees and provide feedback to them.

Argent ensures communication between its various levels and functions regarding the processes of the quality management system and their effectiveness by electronic communication methods,



April 5, 2010 periodic communication meetings, postings and Management Review.

We utilize our website, quality portal, review meetings to ensure all employees understand their roles in quality assurance.

5.5.3.C.1 Organizational Performance Feedback

Argent utilizes its internal portal for customer feedback and for dissimination to its employees. Feedback is found both in our internal portal, through customer/employee surveys, as well as memorandum of record to its employees.

Defects tracked through the quality management portal. Defects are reviewed at weekly and monthly at review meetings. Each Warehouse manager is responsible for trouble ticket creation and for CAR/PAR issuance.

As monthly reports are aggregated, discrepancies or quality concerns are communicated to managers through emails and trouble ticket issuance.

5.6 Management Review

5.6.1 GeneralArgent has established and maintains a documented procedure for management review. Argent top management periodically reviews the QMS to assess its continuing suitability and effectiveness in relation to ISO-9001:2008 and this quality manual. Management representing each functional area performs this review, which includes assessing opportunities for improvement, quality policies and objectives.

Records of management reviews are maintained.

5.6.2 Review InputThe activities reviewed during management review meetings include, but are not limited to, the following (see Management Review Documents):

Results of auditsCorrective & Preventive Action summaryCustomer feedbackProcess PerformanceProduct conformityQuality Policy and ObjectivesSupplier PerformanceContinual improvement and general recommendations for improvementChanges that could affect the QMSResource requirements, infrastructure, and trainingPrevious management review activities

5.6.3 Review OutputThe output from management review meetings include decisions and actions relating to:

Improvement of the effectiveness of the quality management system and its processes Improvement of the product related to customer requirements Resource needs



April 5, 2010 The result of these reviews resulted in the following:

Hired dedicated Quality Manager Included Quality as an element in Compensation Package

6. RESOURCE MANAGEMENT

6.1 Provision of ResourcesManagement has the responsibility and authority to ensure there are adequate resources to support the QMS throughout their functional area of responsibility. Each member of management provides adequate resources to:

Implement and maintain the quality management system and continually improve its effectiveness

Enhance customer satisfaction by meeting customer requirements Place trained personnel in the right place at the right time to ensure Argent meets its

company goals and objectives

As a result Argent’s Customer Portal was modified to track quality process and performance.

Each manager and/or supervisor responsible for their functional responsibility reviews resource needs on an on-going basis. If additional resources are identified Human Resources and/or Top Management is consulted for resource authorization. During Management Review resources requirements are also reviewed and if necessary authorized.

6.2 Human Resources

6.2.1 GeneralArgent is committed to employee development. We have annual training objectives to ensure that our employees perform work competently on the basis of appropriate education, training, skills and experience. We ensure that employees have updated certifications, and the opportunity to increase their skills and education. . We track all training activities as established and maintain a documented procedure for training. We maintain job descriptions for all positions at the facility. Each employee is hired based on job requirements and evaluated routinely by their supervisor.

6.2.2 Competence, Awareness and TrainingTraining, awareness and competency, as discussed in this quality manual, pertain only to those portions of Argent’s training program that pertain directly to quality and quality management. All other training requirements are conducted in accordance with applicable regulatory requirements (RCRA, OSHA, etc.) and will be controlled accordingly.

Argent has established and maintains documented procedures for training and a Quality Training Program for identifying training needs and providing for the training of all personnel performing activities affecting quality. These procedures include:

Identifying the competency needs of personnel performing activities affecting quality; Providing training to satisfy those needs; Evaluating the effectiveness of the training provided; Ensuring that all employees are aware of the relevance and importance of their activities



April 5, 2010 and how they contribute to the achievement of the quality objectives;

Maintaining appropriate records of education, experience, training and qualifications

A training tracking record sample is provided in Section 9.7

6.2.2.C.1 Internal Course Development

Training is provided to keep Argent employees well informed on best practices that will enable them to be more effective and to bring efficiencies and to drive cost reduction into the overall process. Argent utilizes the course development and structure to maintain consistency within its overall program.

6.2.2.C.2 Quality and Process Improvement Concepts

Employees that have a direct impact on customer quality have specific training requirements to ensure customer satisfaction. Processes are reviewed with customer to maintain feedback and to make adjustments as necessary. Warehouse managers are responsible for conducting process training on a regular basis and provide refresher sessions as needed or identified through trouble ticket and/or CARS/PARS issuance. All training documents and revised processes are included in Argent’s process flow and then entered into the employee portal for all to utilize. Quarterly reviews are conducted and shared with employees.

6.2.2.C.3 Product Quality Training Opportunity Awareness

Employees that affect product quality such as picking and shipping, training is given to all employees to ensure that defective parts are easily recognized so that the field customer employees don’t have to return products to the main warehouse. All employees are trained on visually inspecting products to ensure that quality is maintained throughout the supply chain.

6.2.2.C.4 Electrostatic Discharge (ESD) Training

Argent employees have all received formal ESD training and are provided with ESD approved apparel and accessories. Most of Argent employees handle products that are ESD sensitive and thus need to be trained in this area. Argent management also paints ESD areas with the appropriate ESD approved paint. (See ESD Training Documents)

6.2.2.C.4.1 Electrostatic Discharge (ESD) Calibration

The following equipment is to be calibrated yearly: ESD Tester Volt Meter

Each workstation is to be tested of ESD. Below is a copy of the ESD and Equipment Calibration Log. Volt Meters are used for ESD Testing.



April 5, 2010

6.2.2.C.5 Advanced Quality Training

Argent provides employees with advanced quality training in the areas of data collection and analysis, bench marking of other telecom companies relative to number of turns in warehouse, problem identification and analysis to determine if the problem is an isolated issue or a recurring issue, and lastly provide the corrective and preventive action which will be incorporated into our quality process and our methods and procedures.

Our Quality Manager is trained in the quality system and performance data analysis. The performance data analysis is conducted through root cause analysis and monthly performance reports from each warehouse.

6.2.2.C.6 Hazardous Conditions Training Content

Since our warehouse will, from time to time, handle hazardous material such as batteries, all employees will be trained on HazMat processes. To assist, the warehouse has been retrofitted with eye wash and special wipes. All employees are given special gloves to assist in handling HazMat products. We equip each pallet with the instructions on how to handle the pallet of material not only for Argent employees but for the transportation carrier and field reps on the receiving side. Employees are made aware of where we maintain hazardous product and we also notify the local fire department in the event of a fire, they know what is maintained in our facility.

6.3 InfrastructureArgent has identified, provided, and will maintain the facilities it needs to achieve the conformity of product, including:

Workspace and associated facilities – facilities include warehouses and areas where work and quality is measured. Equipment, hardware, and software – these includes quality portal, application servers and email. Supporting services – we have dedicated Quality Manager and Programmer to maintain quality system and communications (internally and with customers and vendors).

6.3.C.1 Infrastructure

In order to comply with the security needed to product our infrastructure, Argent has installed



April 5, 2010 surveillance system where we can monitor and remotely monitor the warehouse. We have a data base for 30 days of video back-up so that if it is required to go back and review an incident or breach of security, we will be able to do so and provide to the appropriate personnel and customer rep.

Our infrastructure also includes the securing of our data. We have implemented the following technologies to secure and backup our data:

Duplicate virtual servers for backup of applications and data. Data Backup Storage – we have a Terabyte storage device for all data backup. We have a back up of our database daily and we maintain a remote back-up as well. Our disaster recovery plan includes the movement of personnel to secondary warehouse to

ensure operations.

6.4 Work EnvironmentArgent’s policy is to have work environment that is safe, clean and comfortable, and where people can develop their knowledge and skills. It is also our policy to contribute to the sustainability of our world through recycling and proper disposition of materials that could be a hazard to our environment.

Argent provides training in the following areas: Safety, ESD, Work Flow Management and Systems Management

All employees were trained on handling of product and given ESD wrist bands to ensure the appropriate handling of product without causing any damage to product.

Argent provides opportunities for employees by: Cross training across functions and warehouses. Advancement into management and sales positions. Paying them for skills development and higher education

We utilized the support of the NJ MEP to assist in the 5S program and Lean Manufacturing to better equip our employees with an environment that will enable them to be more productive in a safe and organized manner.

Argent provides employees with the freedom to modify their work environment to ensure comfort and improved processes. This includes changing space requirements, upgrading equipment and furniture. Managers are given the latitude to add temporary workers as required to meet peak demand in work activity.

7. PRODUCT REALIZATION

7.1 Planning of Product RealizationThe quality planning requirements for individual development projects and related processes are described in the procedures for each process; For example, this quality manual, the order fulfillment procedures, and other process quality procedures.

In planning product realization, we have determined the following, as appropriate:

quality objectives and requirements for service delivery are:o On-time Delivery 100%o Inventory Accuracy 98%



April 5, 2010 o Defect Rates < 1%o ESD Compliance 100%

We establish processes and documents, and to provide resources specific to the service as follows:

o Order Fulfillment – Shippingo Order Fulfillment – Receivingo Inventory Managemento Logistics Managemento Product Quarantine Managemento Quality Managemento ESD Compliance

We required verification, validation, monitoring, measurement, inspection and test activities specific to the service and the criteria for product acceptance;

o ESD Testing of Receiving and Shipping Areas

We require records to provide evidence that the realization processes and resulting product meet requirements (see 4.2.4).

o Order Fulfillment o On-time Delivery o Trouble Tickets for Defect Managemento CAR/PAR for Process improvemento IT Systems Assurance

If a particular development project or customer request cannot be fulfilled by the existing procedures, quality plans are created to ensure that the specific requirements are met. Quality plans are consistent with all other requirements of the QMS. Consideration is given to the resources or skills required to meet specified requirements whenever there is a significant change to an existing product, process, test, inspection, verification, or measurement.

7.2 Customer-related Processes

7.2.1 Determination of Requirement Related to the Product

Argent has determined via contractual agreements with purchasers, and supported by organizational quality objectives, customer requirements including:

Requirements specified by the customer, including delivery and post-delivery: as outlined by contractual Service Level Agreements.

Requirements not specified by the customer but necessary for intended use, where known Statutory and regulatory requirements relating to the product Additional requirements determined by the organization

Argent is contractually obligated to manage warehousing and logistics as follows: Edison, NJ: manage customer inventory and systems necessary to ship to products to

designated customer locations. Orders are to be processed and products shipped the day the order is dropped to the Argent WMS. SLAs are “On-time shipment” and “98% inventory accuracy.”

Raleigh, NC: purchase products from customer suppliers and manage inventory for sale to



April 5, 2010 customers. Process customer purchase orders and ship products to designated customer locations three days prior to customer’s on field due date. SLA is “On-time delivery.”

Non-contractual obligations include: Forecasting of product use/purchases for inventory and space planning. Availability of order status information 24x7 Power backup for equipment to ensure service delivery.

7.2.2 Review of Requirements Related to the Product

Argent reviewed the requirements related to the product/service as outlined in the RFP and Contracts Awards for service. These reviews were conducted prior to the organization's commitment to supply a product/service to the customer. These included submission of tenders, acceptance of contracts or orders, acceptance of changes to contracts or orders) and ensure that

Product/service requirements are defined, Contract or order requirements differing from those previously expressed are resolved, and

We determined our ability to meet the defined requirements.

Records of the results of the RFP & contracts review and actions arising from the review are maintained (see 4.2.4) in our files (both paper and electronic copies).

Where product/service requirements are changed, Argent ensures that relevant documents are amended and that relevant personnel are made aware of the changed requirements.

Argent has documented procedures for Bid Proposals (RFP) and Contract Amendments and for the coordination of contract review activities to ensure customer requirements and amendments to these requirements are communicated in a controlled manner.

RFP/Contract reviews are conducted, per procedures, prior to the commitment to supply a product/service to the customer (e.g. submission of a tender, acceptance of a contract or order) and will ensure that:

Customer requirements and contract scope are adequately defined and documented. This includes:

o Product Profiles, Number of transactions, Space requirements, Shipping parameters, Overhead requirements, financing requirements, Insurance requirements and resource requirements.

All terms and conditions of sale are clearly defined and documented. This includes;o Contract length, SLA’s and Liabilities

Any contract or accepted order requirements differing from those in the quotation tender are resolved, documented, and acknowledged by the customer.

o This is typically communicated through email or formal letter. Proprietary information is adequately protected through an NDA and employee

conformance to company ethics policy. Definition of the responsibilities of both Argent and the purchaser including specification,

acceptance, and related support activities are defined in the contracted statements of work.

All contracts are reviewed by legal council and the Argent management team. A contract review has three steps:

1. Argent Review with Legal Council2. Negotiations with customer3. Agreement and signed contract. .



April 5, 2010 Details of contract process is provided in the Contract Manual Rev2 dated March 11, 2009.

Records of contracts, contract reviews, proposals and contract amendments are maintained in paper and electronic copies. Where the customer provides no documented statement of requirements, the customer requirements are confirmed by Argent prior to acceptance.

All actions resulting in specific requirements regardless of issues are tracked to closure. Each project has an action item register, a project plan, and items are tracked and managed until closure. Closure occurs when the customer signs off on project completion sheet.

7.2.3 Customer CommunicationArgent has determined and implemented effective arrangements for communicating with customers in relation to:

Product/Service information Enquiries, contracts or order handling, including amendments Customer feedback, including customer complaints

Customer communications occurs at the operational and management levels. The following matrix outlines communications triggers and vehicles

Problem Severity/ Communication Trigger

Organization Level Communication Vehicle

Product/Service Information Management Product/Service Spec ReviewContract inquiries & Amendments

Management Contract Reviews

Inquiries, order handling Operations Web Portal, Email & Phone Calls

Customer Feedback & Complaints

Operations Web Portal, Email & Phone Calls

Emergencies Operations & Management Escalation Process

At the operational level Argent maintains daily communications with customers. These typically are in the form of emails and phone calls.

At the management level, Argent maintains monthly communications with customer management teams.

Problem Notifications

Argent maintains a trouble ticket portal to notify customers of any problems. Additionally, customers can enter problems they have encountered through the customer portal. The trouble ticket portal creates and opens a trouble ticket, which is consolidated and tracked by the Administrator. The trouble ticket will close once the customer and Argent rep sign off on resolution. We use the Quarantine process under 8.3 to manage and notify customer of non-conforming shipments.

Service affecting problems are escalated through emergency contact list. See portal for escalation procedure.

Problem Severity



April 5, 2010 Via Argent’s portal, the customer can identify the severity level of the problem that has been escalated. Severe problems can be issued as a Corrective Action through the Argent web portal and management review requests.

Problem Escalation

Customer problem escalation is outlined in escalation process and accessible in Argent’s Customer and Argent portals. Escalation begins with the area manager or employee, then escalated to the Director and then to the management team. Argent’s President will deal with any items that have a code red, with the highest level in the customer’s organization. Problems require issuance of a trouble ticket by the customer or Argent employees.

Customer Feedback

Argent encourages customer feedback. We maintain open lines of communications, we meet with customer management teams on a quarterly basis and we issue semiannual customer satisfaction surveys. Monthly results of trouble ticket report tracking is submitted to customer for their review. Again, only issues that can be closed are those that have mutual sign-off both by customer and Argent rep owning the problem resolution.

7.3 Design and Development

Argent performs no design related activities and is therefore claiming exclusion to this section of ISO 9001:2008 which will flow through TL9000.

7.4 Purchasing

7.4.1 Purchasing ProcessArgent ensures that purchased products/services conform to specified purchase requirements. The type and extent of control applied to the supplier and the purchased product is dependent upon the effect of the purchased product on subsequent product realization or the final product.

Argent evaluates and selects suppliers based on their ability to supply product in accordance with the organization's requirements. Criteria for selection, evaluation and re-evaluation are established. Records of the results of evaluations and any necessary actions arising from the evaluation shall be maintained (see 4.2.4).

Argent suppliers fall into two categories; o Customer Contracted Suppliers o Argent Contracted Supplier.

Customer Contracted Suppliers have been approved our customers and have contracts in place with our customers to provide products and services to Argent. These suppliers include equipment manufacturers and transportation carriers. We typically do not evaluate these suppliers; however do provide feedback to our customers relative to these suppliers’ performance.

Argent Contracted Suppliers are evaluated based on the following criteria:o Financial Strengtho Experience in providing products/services



April 5, 2010 o Reputation of Product and Serviceo Customer Support infrastructureo Pricing of products and serviceso Quality Certification & ability to meet delivery requirementso Quality history with Argent

All Argent contracted suppliers are evaluated on a yearly basis to ensure their viability. See documented procedure and evaluation form. Argent procedures ensure suppliers and contracted services, which impact product quality, are assessed and selected based on their ability to meet company specified requirements. These assessments are documented.

Argent contracted suppliers fall in the following categories:o Warehouse Materials - o Furniture - o Office Equipment -o IT Services -

The procurement process is as follows:o Identify product and/or service requirementso Issue requirements to supplierso Obtain and evaluate responseso Review supplier qualificationso Award contracto Monitor performance

Argent purchases normal warehouse products and requires little or no customer impact. The ESD bubble wrapping that is purchased meets the normal standards. The Argent representative owning this process has long-term contracts and obtains best pricing based on volume. New suppliers are monitored for quality of products and services.

7.4.2 Purchasing Information

Purchasing documents clearly and completely describe ordered products. Additionally, purchasing documents clearly define, where appropriate:

Requirements for approval of product/service, operational procedures for end-users, management processes for administration and test equipment as required.

Requirements for qualification of personnel, i.e., training and certification to operate and manage products or provide services.

Quality management system requirements, in particular returns materials management for equipment, support desk for questions and trouble tickets to report quality issues.

Purchasing reviews and approves all purchasing data for adequacy and completeness prior to release to suppliers.

7.4.3 Verification of Purchased ProductArgent has established and implemented the activities necessary for ensuring that purchased product meets specified purchase requirements. This activity is implemented in product procurement and through supply chain service delivery.



April 5, 2010 In product procurement, all products are verified for:

Equipment damages, if any. Features and functionality Configuration management Trouble Shooting

In Supply Chain Service delivery, our Order Fulfillment process provides for verification of incoming product for:

Equipment Damage Equipment Accuracy Documentation Accuracy

Where Argent or the customer requires verification of purchased product at the subcontractor’s premises (source inspection), purchasing documents will define the verification arrangements and the method of quality release.

7.5 Production and Service Provision

7.5.1 Control of Production and Service ProvisionArgent has established documented procedures, for control of order fulfillment and assembly. Argent carries out production under controlled conditions, which include, as applicable:

the availability of information that describes the characteristics of the product/service, the availability of work instructions (provided through training and documents) the use of suitable equipment (in particular computers and warehouse equipment), the availability and use of monitoring and measuring equipment (in particular ESD meters), the implementation of monitoring and measurement standards.

At this time, Argent does not provide post-delivery activities.

7.5.1.C.1 Service Resources

Argent employees are provided with computers, software applications and warehouse equipment to fulfill the responsibility of a supply chain service provider. Training is provided in the use of equipment and applications to ensure timely quality service.

The applications used for service delivery are our Warehouse management System (WMS), Cattier Shipping Application and the Quality Portal. The financial application, Quickbooks, is used for financial transactions, such as Purchase Orders, Sales Orders and Invoicing.

The equipments used for service delivery are;

Computers for access to the WMS and Financial System Servers that host the WMS and Financial Applications Network switches that provide connectivity between Computers and Servers Network Router/Firewalls that control access to the internet and prevent unauthorized

access to our network. Forklifts and Cherry Pickers for inventory put away and retrieval ESD Testers are used to ensure work stations are grounded.

All deliveries to the premise are coordinated. Special doors have been assigned for different



April 5, 2010 carriers. Any special delivery will always be preceded with a phone call from the carrier to ensure acceptance of product.

All customers have a contact list of all Argent employees which contains home numbers, beepers, cell phones, etc.

7.5.2 Validation of Processes for Production and Service ProvisionArgent takes exclusion for validation of product production.

7.5.3 Identification and Status

Argent has established and maintains a documented procedure that identifies the product/service by suitable means throughout production and service operations. Whether Argent or Customer owned, products in production are in four stages;

Receiving Inventoried Shipping Shipped

The WMS identifies the status of the product with respect to these four stages.

7.5.4 Customer PropertyIntellectual

Argent exercises care with customer property while it is under our control or being used by us. Argent identifies, verifies, protects and safeguards customer property provided for use or incorporation into the product. If any customer property is lost, damaged or otherwise found to be unsuitable for use, Argent reports this to the customer and maintains records (see 4.2.4).

Argent controls this through the Customer Property and Non-Conforming Material procedure.

Verification of the customer property by Argent does not absolve the customer of the responsibility to provide acceptable products, nor shall it preclude subsequent rejection.

This is in the contract – protecting secrecy - and update Q M

7.5.5 Preservation of Product

Argent preserves the product during internal processing and delivery to the intended destination in order to maintain conformity to requirements. As applicable, preservation includes:

Product identification through labeling of Product Id and location, Product handling, Ensuring products are packaged properly for storage and shipping Stored in designated locations Protection of products from damage (ESD & Dropping) and theft. Quality checks on products done again upon shipping

Preservation also applies to the constituent parts of a product.

7.5.6 Electrostatic Discharge Protection



April 5, 2010 Argent quality policy includes the protection of Argent and Customer equipment from damage that may be caused by ESD. We ground the work areas and use ESD packaging materials to protect equipment. ESD bubble wrapping is utilized and ESD tape. When products come from OEM, it remains in original box so not to tamper or jeopardize the integrity of OEM’s process.

Argent ESD protection strategy and processes call for installing the following in work areas where equipment is handled:

ESC paint on floor work areas. Grounded ESD mats Grounding of storage racks and work area desks Use of ESD straps, smocks and gloves by personnel handling equipment. ESD equipment is calibrated to ensure proper working order.

7.6 Control of Monitoring and Measuring DevicesArgent established processes to ensure that monitoring and measurement can be carried out andare carried out in a manner that is consistent with the monitoring and measurement requirements.Argent uses the following measuring devices:

ESD Testers (NJ only) Volt & Continuity Testers

These devices are tracked for calibration by the Information Technology Department. See Calibration Process for details and ESD Manual.

Where necessary to ensure valid results, measuring equipment shall be calibrated or verified, or both, at specified intervals, or prior to use, against measurement

standards traceable to international or national measurement standards; where no such standards exist, the basis used for calibration or verification shall be recorded (see 4.2.4);

be adjusted or re-adjusted as necessary; have identification in order to determine its calibration status; be safeguarded from adjustments that would invalidate the measurement result; be protected from damage and deterioration during handling, maintenance and storage.

In addition, Argent shall assess and record the validity of the previous measuring results when the equipment is found not to conform to requirements. Argent takes appropriate action on the equipment and any product affected. Records of the results of calibration and verification shall be maintained (see 4.2.4).

8. MEASUREMENT, ANALYSIS AND IMPROVEMENT



April 5, 2010 8.1 GeneralArgent plans and implements monitoring, measuring, analysis and improvement processes necessary to:Demonstrate conformity of the product utilizing test and measurement activitiesEnsure conformity of the quality management system via internal auditsContinually improve the effectiveness of the quality management system utilizing continual improvement, customer satisfaction data and management review activities

This includes determination of applicable methods, including statistical techniques, and the extent of their use.

8.2 Monitoring and Measuring

8.2.1 Customer SatisfactionArgent monitors information on customer satisfaction and/or dissatisfaction as one of the measurements of performance of the quality management system. Argent has established a documented procedure for Customer Satisfaction to collect analysis and report customer satisfaction/dissatisfaction data.

Argent conducts customer review meetings and issues a customer satisfaction survey to obtain customer perception of Argent’s performance in the delivery of products and services. Argent has a Customer Satisfaction portal that customers utilize to provide feedback. This data is compiled and available. See Section 9.5 for Customer Satisfaction Survey sample.

8.2.2 Internal AuditArgent has established and maintains a documented procedure for internal audits. The documented procedure defines the responsibilities for conducting audits, ensuring their independence, recording results and reporting to management.

Argent conducts periodic internal audits to determine whether the quality management system: Conforms to the requirements of the International Standard; Has been effectively implemented and maintained.

Argent’s audit plan is outlined in Section 9.8. It takes into consideration the status and importance of the activities and areas to be audited. The audit scope, frequency and methodologies will be defined by the audit administrator taking into consideration the status and importance of the activities and areas to be audited, as well as, the results of previous audits. Records of the internal audit results are maintained on file and on the web portal. The audits are conducted by the quality manager.

Management takes timely corrective action on deficiencies found during the audit. Follow-up actions will include the verification of the implementation of corrective action, and the reporting of verification results. The results of internal quality audits form an integral part of the input to management review.

Auditors are qualified and maintain qualification based on defined requirements.

8.2.3 Monitoring and Measurement of ProcessesArgent applies suitable methods for measurement and monitoring of those realization processes necessary to meet customer requirements. These methods confirm the continuing ability of each



April 5, 2010 process to satisfy its intended purpose.

In general, the effectiveness of processes is evaluated by measuring compliance with the quality policy and quality objectives. The quality policy is stated in section 5.3 and the quality objectives are stated in section 5.4.1 of this manual. Performance against these objectives is evaluated during management review meetings and documented in meeting minutes. When planned results are not achieved, corrective and/or preventive action is taken as appropriate to ensure process conformity.

Management conducts monthly testing on output/results using customer dashboards, audits, and random sampling tests of the Logic system vs. the Argent WMS. Physical inventory counts are conducted regularly throughout the year and are scheduled by and performed in conjunction with AT&T personnel (Edison location). Results are provided to customers via reports, emails, or discussed on weekly status calls. ESD testing is conducted periodically.

Management holds regular “all hands on deck” meetings with employees to monitor process and to solicit changes from the employees (NJ headquarters only). These processes are then implemented in our quality manual and reviewed for conformity. Any changes to existing processes are monitored to measure results. The feedback is also required from customers and their comments given to employees.

8.2.4 Monitoring and Measurement of ProductArgent measures and monitors the characteristics of the product/service to verify that requirements for the product/service are met. This is carried out at appropriate stages of the product realization process. Argent has established and maintains document procedures, Warehousing & Storage and Order fulfillment for in-process and final inspection, which defines the required inspections and the record requirements.

Evidence of conformity with acceptance criteria is documented. Records indicate the authority responsible for release of product.

Product release and service delivery does not proceed until all the specified activities have been satisfactorily completed, unless otherwise approved by the customer. Where the product fails to pass any test and/or inspection, the procedure for nonconforming product shall apply.

8.3 Control of Nonconforming ProductProduct that does not conform to specified requirements is prevented from unintended use. Controls are provided for identification, documentation, evaluation, segregation, disposition of nonconforming product, and for notification of the functions concerned.

Argent has established and maintains a documented procedure (Customer Property and Non-Conforming Material) that defines the responsibility for review and authority for the disposition of nonconforming product.

Nonconforming product is dealt with by Argent in one or more of the following ways: Taking action to eliminate the nonconformity Authorizing its use, release, or acceptance under concession by a relevant authority and,

where applicable, by the customer Taking action to preclude its original intended use or application by taking action appropriate to the effects, or potential effects, of the nonconformity when



April 5, 2010 nonconforming product is detected after delivery or use has started.

Records of nonconformities including any subsequent actions taken, including concessions obtained, are maintained. Nonconforming product that is corrected is subject to re-verification after correction to demonstrate conformity.

When nonconforming product is detected after delivery or use has started, Argent takes appropriate action regarding the consequences of the nonconformity through the Corrective Action system, refer to 8.5.2, RMA and Nonconforming Product Procedures.

8.4 Analysis of DataArgent collects and analyzes appropriate data to determine the suitability and effectiveness of the quality management system and to identify improvements that can be made. This includes data generated by measuring and monitoring activities and other relevant sources.

Data are analyzed to provide information on: Customer satisfaction and/or dissatisfaction Conformance to product/service requirements Characteristics of processes, products and their trends, including opportunities for

preventive action Suppliers

Data is gathered from Trouble Ticket Tracking systems, Corrective Action or Preventive Actions, Monthly Audits and Customer feedback to ensure the ability to meet customer expectations. The Management Review process includes analyzing this data for problem solving and problem prevention purposes.

Trends in data are analyzed and compared to overall business goals and objectives. Key product and service features are included in analysis and if deficiencies are noted, action is taken to correct them to ensure customer satisfaction.

Since Argent does not manufacture its own product, we can only give feedback to our customer on the condition and issues collected from the field on product performance. Trending is done via the RMA process and monthly results are provided to the customer.

8.5 Improvement

8.5.1 Continual ImprovementArgent promotes continual improvement of its quality management system through the use of quality policy and objectives, audit results, analysis of data, corrective and preventive actions and management review.

Each activity within the company pursues continual improvement in all aspects of performance, with emphasis on customer-perceived quality, cost, and delivery factors.

Management monitors selected objective indicators of performance. Long-term performance history is periodically evaluated and trends are analyzed. Targets are established based on performance. Priority is given to indicators that do not

attain satisfactory customer performance levels. Performance is monitored against planned targets. Formal corrective action is initiated

when planned targets are repeatedly missed.

8.5.1.C.1 Continual Improvement Programs



April 5, 2010 A quarterly management review is conducted to ensure processes and improvements added to program are effective. Data collected from Audits, Trouble Tickets, TL9000 metrics, customer satisfaction feedback, employee feedback and OEM feedback is collected and shared with clients as well as employees. See quarterly Management Reviews.

8.5.1.C.2 Employee Participation

The best feedback comes from our employees. Part of our culture is to solicit feedback and encourage action from our employees. Employee improvement recommendations are reviewed by managers, as well as by customers. Employees are recognized monthly for individual contribution, the objective is to provide continuous improvements. Employees utilize the Trouble Ticket Management System to log issues and non-conformities as they arise. The weekly and monthly review of trouble tickets initiate CAR/PARs for cause analysis and resolution.

8.5.2 Corrective ActionArgent has established and maintains a documented procedure to implement corrective actions. Corrective actions are taken to eliminate the causes of nonconformities. They are appropriate to the magnitude of problems and commensurate with the risks encountered.

The corrective action procedure includes consideration of the following: Effective handling of customer complaints and reports of product nonconformance Investigation of the cause of nonconformities relating to product, process, and QMS, and

recording the results of the investigation Determination of the corrective action needed to eliminate the cause of nonconformities Application of controls to ensure that corrective action is taken and that it is effective Confirmation that relevant information on actions taken is submitted for management review Records of the results of corrective actions are maintained

The typical corrective action will consider the following disciplined problem solving steps: Problem statement and description Containment (action required to address the immediate problem) Root cause Long-term solution Preventive action Monitoring status

8.5.3 Preventive ActionArgent has established and maintains a documented procedure to implement preventive actions.

Preventive action taken to eliminate the causes of potential nonconformities is to a degree appropriate to the magnitude of problems and commensurate with the risks encountered.

The preventive action procedure includes consideration of the following:

Use of appropriate sources of information such as design processes and work operations which affect product quality, concessions, audit results, quality records, service reports, root cause analysis, and customer and employee complaints to detect, analyze and eliminate potential causes of nonconformities

Determination of the steps needed to deal with any problems requiring preventive action Initiation of preventive action and application of controls to ensure that it is effective Confirmation that relevant information on actions taken is submitted for management



April 5, 2010 review

Records of the results of preventive action are maintained

8.6.0 TL9000 Metrics

8.6.1 Argent TL9000 Objectives Argent’s commitment to continuous improvement, has led to the adoption of TL9000 metrics. Through TL9000 Argent can benchmark its quality performance against the industry. Argent will fulfill the TL9000 requirements, by utilizing measurements as follows:

Use TL9000 measurement definitions for standardizing the performance review process. Internally, use Quest Report data to benchmark performance as a means to achieve

continuous improvement in quality. As appropriate, in customer-organization exchanges share results, and Report to the Quest Forum Measurement Administrator quarterly results. Trouble Ticket Analysis and Monthly Performance Reports

8.6.2 Applicable TL9000 Metrics As a supply chain services organization, Argent metrics fall within the TL9000 product listing of “Logistical Services.”

Quest defines “Logistical Services” as : Contracted service for the distribution between supplier and customers. This includes logistical services such as warehousing, transportation, and delivery or general distribution services where the order for the product is placed with the distributor and not the original supplier.

The applicable metrics are Number of Problem Reports and On-time Delivery.

Below are the Quest guidelines for Number of Problem Reports and On-time Delivery:

Table A-2 Measurement Applicability Table (Normalization Units)Code Description Problem

Reports H,S,VOutage

Frequency VService Quality Return Rate

TL9000 Measurement Symbol NPR EIO SQ RR7.7.5.1 Logistical

ServicesOrder N/A N/A N/A

Note: H= Hardware, S=Software and V=Service

Table A-6 Measurements Summary ListingParagraph Measurement Measurement

Symbol Sub-Metric Symbol

Applicability (H/S/V)

Reported Items (Table)

Compared or Researched

5.1 Number of Problem Reports: 5.1-2

NPR H,S,V 5.1-35,1-45.1-5

# Critical Problem Report NPR1 H, S# Major Problem Report NPR2 H, S# Minor Problem Report NPR4 H, S



April 5, 2010 # of Problem Reports NPR4 H,S,V ComparedFix Response Time (FRT) FRT4Problem Report Fix

5.4 On-Time Delivery: 5.4-2 OTD 5.4-3On-Time Service Delivery OTS V Compared

8.6.3 Metrics Formulas: The NPR measurements are calculated using the following guidelines.

Table 5.2-2 FRT Measurement Identifiers and FormulasIdentifier Product

CategoryTitle Formula (Monthly) Note:

NPR1 1-6 # Critical Problem Report ExclusionNPR2 1-6 # Major Problem Report ExclusionNPR3 1-6 # Minor Problem Report ExclusionNPR4 7-9 # of Problem Reports

(NP4/NPRS)100 x (# Units in error / # Units shipped)

% Error Rate

FRT4 7-9 Problem Report – Fix Response Time

100 x (Fr4C/Fr4d) % Closed on Time

Fr4c = # Problem Reports closed on time. Fr4d = # Problem Reports due to be closed.

OTS 1-9 On-time Service Delivery 100 x (DVa/DVd) % Accepted on CRDDVa = # Service orders on CRD in monthDVd - # Service orders for which the CRD occurred in month

8.6.4 Metrics SubmittalArgent submits monthly data to the Quest Forum Measurement Administrator, and submits data every calendar quarter after becoming registered. .

Below is the Quest Forum On-line Metrics Report Structure

ProductCategoryTableName 4.0ProductCategory 7.7.5.1ProductCategoryName Logistical Services, Third PartyDataTemplateType VYearOfData 2007MonthOfData 10EncryptionKey 9876543210123456RegistrationID 5094Product/Location All

MeasurementID NPRNPRs 13738Np4 5

MeasurementID FRTFr4c 5Fr4d 5



April 5, 2010 MeasurementID OFROf4c 0Of4d 0

MeasurementID OTDDVa 4124DVd 4129

Online Data Submission Status Report

ProductCategoryTableName 4.0ProductCategory 7.7.5.1ProductCategoryName Logistical Services, Third PartyDataTemplateType VYearOfData 2007MonthOfData 10MeasurementID NPRNPRs OkNp4 OkNPR4 3.63954E-4MeasurementID FRTFr4c OkFr4d OkFRT4 100.0MeasurementID OFROf4c OkOf4d OkOFR4 100.0MeasurementID OTDDVa OkDVd OkOTS 99.87891



April 5, 2010 9. ATTACHMENTS

1. Organization Chart (Headquarters)

Argent – Executive TeamBetty ManettaPresident & CEO

Ray MoyaCOO

Lauren PetersonVP Sales

Bill DonadioVP Sup Chain Ops

Joyce HartVP Bus Ops

Gillian BuckleyDir. Quality & Cust Svc

Warehouse Managers

Rick IngisCFO

Arul ArasonDir. – IT Integration

Warehouse ManagersWarehouse Managers

Soniya WadhwaDir. – Software Aps



April 5, 2010 9.2 QMS Master List - Revision L

Document Name Process Leader ISO Element

Current Revision

DateReviewed

Date Approved

4 Quality Management System Quality Manual Management Rep 4.2.2 L 3/5/10 3/10/10 Document Control Management Rep 4.2.3 B 3/5/10 3/10/10 External Document Control Matrix Management Rep 4.2.3 D 3/5/10 3/10/10 Electronic Data Control Management Rep 4.2.3 A 3/5/10 3/10/10 Quality Records Management Rep 4.2.4 A 3/5/10 3/10/105 Management Responsibility Management Review Mgmt Rep 5.6 G 3/5/10 3/10/10

6 Resource Management Training Mgmt Rep 6.2.2 B 3/5/10 3/10/10

7 Product Realization Bid/ Proposal New Bus Dev Mgr 7.2 B 3/5/10 3/10/10 Contract Mgmt Manual & Process President 7.2 B 3/5/10 3/10/10 Contract Amendments President 7.2 A 3/5/10 3/10/10 RMA Process Customer Svc. Rep 7.2.3 C 3/5/10 3/10/10 Purchasing Bus Ops Mgr 7.4.1 B 3/5/10 3/10/10 Invoicing Bus Ops Mgr A 3/5/10 3/10/10 Supplier Assessment Bus Ops Mgr 7.4.1 A 3/5/10 3/10/10 Order Fulfillment – NJ & NC Shipping Warehouse Mgr 7.5.1 G 3/5/10 3/10/10

Order Fulfillment – NJ & NC Receiving Warehouse Mgr 7.5.1 G 3/5/10 3/10/10

Order Fulfillment – NJ & NC Quarantine Warehouse Mgr 7.5.1 G 3/5/10 3/10/10 Customer Property Warehouse Mgr 7.5.4 B 3/5/10 3/10/10 Identification & Status Warehouse Mgr 7.5.3 A 3/5/10 3/10/108 Measurement, Analysis & Improvement Customer Satisfaction Technology Mgr 8.2.1 A 3/5/10 3/10/10 Internal Audit Management Rep 8.2.2 A 3/5/10 3/10/10 Trouble Ticket (Nonconform Mtrl) Warehouse Mgr 8.3 B 3/5/10 3/10/10 Analysis of Data Matrix Management Rep 8.4 A 3/5/10 3/10/10 Corrective Action & Preventive Action Management Rep 8.5.2 B 3/5/10 3/10/10 TL9000 Metrics Management Rep 8.6 A 3/5/10 3/10/109. Attachments Organization Chart Management Rep 9.1 G 3/5/10 3/10/10 Process Review & Approval Management Rep 9.2 B 3/5/10 3/10/10 Quality Process Management Rep 9.3 C 3/5/10 3/10/10 Quality Metrics Matrix Management Rep 9.4 C 3/5/10 3/10/10 Web Portal Management Rep 9.5 C 3/5/10 3/10/10 Customer Satisfaction Survey Management Rep 9.6 C 3/5/10 3/10/10 Employee Training Log Management Rep 9.7 B 3/5/10 3/10/1010. Summary of Changes Management Rep 10.0 L 3/5/10 3/10/10



April 5, 2010 9.3 Quality System Process Sequence and Interaction - Revision C

Customer Contacts Argent

Bid/ProposalProcedure

ContractAmendments

Procedure

ID & StatusProcedure

CustomerProperty

ProcedureTroubleTicket

Procedure

OrderFulfillmentProcedures

PurchasingProcedure

RMAProcedure

TroubleTicket

Procedure

CAR/PARProcedure

Cust. Sat.procedure

Mgmt ReviewProcedure

CAR/PARProcedure

Internal AuditProcedure

TrainingProcedure

Analysis ofData Matrix

Applies to all process of the Quality System

ElectronicData ControlProcedure

DocumentControl

Procedure

ExternalDocument

Control Matrix

QualityRecords

Procedure

Trouble Tickets



April 5, 2010 9.4 Quality Metrics Matrix – Revision C

2009 Goal Ow ners/ 2009 KPI's Goal 1Q 2Q 3Q 4Q YTD Comments Champions

1.1 Achieve inventory accuracy and reliability

99% inventory accuracy for monthly audits by customer

99% 99.5% 98.3% 99.9% 99.0% Customer: C. Fetterhoff

1.2

Achieve accuracy in picking and shipping correct products w ith no damages

Not to exceed 1% of orders shipped per month < 1% 98.0% 99.5% 99.5% 99.6%

Measured by trouble tickt tracking on defect report

Ray Moya

1.3Achieve tracking of defects and trouble tickets

100% posting of trouble/complaints100% 100% 100% 100% 100% Erica Aguilera

1.4 TL9000 Reporting Monthly reporting to Quest Forum 100% 100% 75% 100% 100% Gillian Buckley1.5 TL9000 Defect Report Monthly Dashboard Defects 100% 100% 75% 100% 100% Erica Aguilera1.6 Customer Satisfaction 99% Customer Satisfaction 99% 97% Bi-Annual Billy Donadio

1.7 Quality Audits100% Audit of processes - Based on Monthly Schedule 100% 100% 100% 100% 100% Gillian Buckley

2.1 Achieve targeted savings 2.5% savings on expenditures 2.5%

Quarterly Financials vs Previous year

Rink Ingis - CFO

3.1Invoice Accuracy 99% Accuracy on all invoices against

orders issued. 100% 100% 100% 100% 100% Joyce Hart

4.1

Deliver products, materials, and services on time according to customer committed date

99% of orders scheduled to ship same day of receipt of order 100% 100% 100% 100% 100%

Based on Montlhy Dashbioard

Joyce Hart

4.2Tracking of product via FIFO and serial number. Not Applicable in Edison N/A

N/A

5.0 HEALTH AND SAFETY

5.1 OSHA Certif ication 1 Person in Argent Certif ied, 2 employees to attend OSHA Compliance Seminar

1 person 100%

OSHA Seminar scheduled for Feb, 2010

Ray Moya

5.2 Safety Training All employees once per yearAll

Employees 30% 40% 90% 100%Billy Donadio

5.3 Incident reporting 100% of all incidents 100% 100% Joyce Hart5.4 Forklift Certif ication 100% of forklift operators 100% 100% Joyce Hart5.5 ESD Training All employees once per year 100% 100% Ray Moya

Legend

Goal Meeting Assigned MilestoneGoal in Jeopardy Failure to Meet Goal

3.0 - BILLING EFFECTIVENESS

4.0 - DELIVERY

Argent - Edison Quality Metrics Review Summary2009 Actual

1.0 - QUALITY & RELIABILITYGOAL DESCRIPTION

2.0 - COST REDUCTION



April 5, 2010 9.5 WEB PORTAL FOR INTERCOMPANY QUALITY MANAGEMENT – Revision C

www.a-argent.com/portal




April 5, 2010 9.6 Customer Satisfaction Survey – Revision B



April 5, 2010 9.7 Employee Training Log 2009

Argent Training Records Report 12/2009

EmpName Title TrainingType Descriptions DatesTrainingAll Employees All HR Kick off - New 401 K Plan Training 10/1/2009 & 10/9/2009

All Warehouse Employees All

Receiving and Shipping Process

How to Receive , store, ship equipment, plus sytems input and paperwork. Quarterly updates

All Warehouse Employees All Workplace Safety

Review of workplace safety procedures Quarterly updates

Barbara Miglecz Inventory Clerk PC Skills Intro to Microsoft Excel 3/4/2009Betty Manetta President & CEO BBU Telecom Industry & Technology 2/11/2009

Betty Manetta President & CEO NCR TrainingGeneral training on NCR inventory control system w/ shipping/recvng 6/16/2009

Bill Donadio VP Supply Chain Operations NCR TrainingGeneral training on NCR inventory control system w/ shipping/recvng 6/16/2009

Bill Donadio VP Supply Chain Operations OSHAWorkplace Safety & OSHA Compliance 2/22/2010

Dave Pinho Warehouse Specialist NCR TrainingGeneral training on NCR inventory control system w/ shipping/recvng 6/16/2009

Erica Aquilera Receiving Clerk PC Skills Intro to Microsoft Excel 3/4/2009

Gillian BuckleyQuality Manager/Business Development Technical BBU - IP Networking 3/12/2009

Gillian BuckleyQuality Manager/Business Development Web Portal

Training in use of Web Portal for Trouble Tickets, RMA and POD 4/21/2009

Gillian BuckleyQuality Manager/Business Development Business New Employee Orientation 4/29/2009

Gillian BuckleyQuality Manager/Business Development Audits

Quality Management & Audit Process Training 5/1/2009

Gillian BuckleyQuality Manager/Business Development Sales Sales Strategies 5/15/2009

Gillian BuckleyQuality Manager/Business Development NCR Training

General training on NCR inventory control system w/ shipping/recvng 6/16/2009

Gillian BuckleyQuality Manager/Business Development Smartturn Process Smartturn Process Training 7/8/2009

Gillian BuckleyQuality Manager/Business Development OSHA

Workplace Safety & OSHA Compliance 2/22/2010

Gillian BuckleyQuality Manager/Business Development Business Customer Service Training 6/2/2009

Gillian BuckleyQuality Manager/Business Development Business Argent Business processes 5/1/09-7/31/09

Gustavo Warehouse Specialist/Receiving PC Skills Intro to Microsoft Excel 3/4/2009Joyce Hart Offi ce Manager PC Skills Excel II 1/12/2009Joyce Hart Offi ce Manager

Lean Transformation 5S System Workplace Organization 1/19/2009

Joyce Hart Offi ce Manager NCR Training Billing/Shipping process 5/1/2009Juan Hernandez Warehouse Manager PC Skills Excel II 1/12/2009



April 5, 2010 9.8 Audit Schedule

Janu

ary

14, 2

009

Febr

uary

11,

200

9

Mar

ch 1

8, 2

009

Apr

il 22

, 200

9

May

13,

200

9

June

17,

200

9

July

15,

200

9

Aug

ust 1

9, 2

009

Sep

tem

ber 1

6, 2

009

Oct

ober

14,

200

9

Nov

embe

r 18,

200

9

Dec

embe

r 16,

200

9

4.1 QMS General requirements

Rep

orts

4.2.1 Documentation Requirements4.2.2 Quality Manual X X4.2.3 Control of Documents

X4.2.4 Control of Records

X X5.1 Management commitment5.2 Customer focus (covered under 7.2.2)

X X5.3 Quality policy X5.4.1 Planning, Quality Objectives

X5.4.2 QMS Planning (Covered under 5.6.1) X5.5 Responsibility, authority & communication including:5.5.2 Management Representative X5.5.3 Internal Communication X5.6.1 Management review including: (5.4.2, 6.1, 8.1, 8.5.1)

X5.6.2 Review Input5.6.3 Review Output6.1 Provision of resources (covered under 5.6)6.2.1 Human resources including:6.2.2 Competence, Awareness and Training

X6.3 Infrastructure (include 6.4) X6.4 Work environment (covered along with 6.3) X7.1 Planning of product realization X7.2.1 Determination of Requirements Related to the Product

including: (5.2) X7.2.2 Review of Requirements Related to the Product7.2.3 Customer Communication7.3 Design and development7.4.1 Purchasing Process including:

X X7.4.2 Purchasing Information7.4.3 Verification of Purchased Product7.5.1 Production and service provision

X

Argent Associates, Inc. 2009 Audit Schedule



April 5, 2010 9.9 List of Process Documents

QualityDocument #

Description Type Revision Last Date Revised

4.1 Quality Manual Manual M 03/114.2 Document Control Procedure Process D 03/114.2.1 Quality Records Procedures Process C 03/115.1 Quality Goals Form B 03/115.2.1 Customer Satisfaction Survey Procedure Process C 03/115.2.2 Customer Communications Procedure Process C 03/115.2.3 Disaster Recovery Procedure Process A 03/115.2.4 Customer Qualification Form Form A 03/115.4 Identification & Status Procedure Process B 02/085.5 Electronic Data Control Procedure Process D 02/085.6.1 Management Review Process Process A 03/085.6.2 Internal Audit Procedure Process B 02/085.6.3 Quality Audit Form B 03/105.6.4 Inventory Cycle Counts Process A6.2 Skills Verification Procedure Process A 03/106.2.1 Skills Verification Form Form A 03/106.2.2.C.4.1 Calibration Procedure Process A 03/096.4 Employee Handbook Manual B 03/087.1.1.1 Order Fulfillment – Raleigh - FIFI Process A 08/077.1.1.2 Order Fulfillment – Raleigh - Receiving Process B 02/087.1.1.3 Order Fulfillment – Raleigh – Rcv Manual Manual A 03/107.1.1.4 Order Fulfillment – Raleigh - Shipping Process A 02/087.1.1.5 Order Fulfillment – Raleigh – Ship Manual Manual A 03/107.1.2.1 Order Fulfillment – Edison - Receiving Process B 02/057.1.2.2 Order Fulfillment – Edison – Rcv Manual Manual A 02/057.1.2.3 Order Fulfillment – Edison - Shipping Process D 02/087.1.2.4 Order Fulfillment – Edison – Ship Manual Manual B 02/087.2.1 Bids & Proposal Procedure Process C 12/087.2.2 RFP Check Off List Form A 04/107.2.3 Contract Review Procedure Process B 03/107.4.1 Purchasing Procedure Process C 03/107.4.2 Supplier Assessment Procedure Process B 03/107.4.3 Supplier/Customer Qualification Manual Manual A 04/107.4.4 Supplier/Customer Qualification Form Form A 03/108.3 Customer Property Quarantine Procedure Process C 02/088.3.1 Property Non-Conformance Form Form A 03/108.5.1 Quality Portal User Manual Manual A 03/108.5.2 Trouble Ticket Procedure Process B 02/088.5.3 CAR/PAR Procedure Process B 02/088.5.4 RMA Procedure Process C 03/108.6.1 TL9000 Submittal Procedure Process A 03/098.6.2 TL9000 Submittal Manual Manual A 03/09



April 5, 2010 8.7 Invoicing Procedure Process A 03/09



April 5, 2010 10. Summary of changes

REV DESCRIPTION OF CHANGE DATE CHANGED BY

A Initial release of quality manual. 9/11/03 Christine Warren

B Revisions based on Nov. ’03 internal audit 12/17/03 Ray Moya, Mgmt Rep

C Revisions based on March ’05 audit 3/30/05 Ray Moya., Mgmt Rep

D Update for TL9000 Metrics & Org Chart 12/05/05 Ray Moya., Mgmt Rep

E Update for ESD Policy and Practices 12/15/05 Ray Moya., Mgmt Rep

F TL9000 Update – Certification Metrics 2/10/2007 Betty Manetta, Mgmt Rep

G Updated for inclusion of Durham and Update to Organization Chart & New TL9000 Metrics Section Reporting (7.7.5.1)

9/30/2007 Ray Moya, Mgmt Rep

H Updated to change Durham to Raleigh & Change Raleigh process to remove K+N from process. Added NC Organization Chart


I Updated to include new rewording and renumbering of TL9000 from Release 3.0 to Release 4.0and findings from March 2007 Audit.

2/20/08 Betty Manetta, Mgmt Rep

J Update for Contract Management, Portal URL Change and compliance with Section 7.6 ESD Equipment Calibration.


K Update for ESD Equipment Calibration. 11/10/09 Ray Moya, Mgmt Rep

K Update Organization Chart Ray Moya, Mgmt Rep

L Add Attachments to section 9. 1/15/10 Ray Moya, Mgmt Rep

L Updates to conform to TL9000 Rev 5 and ISO 2001:2008 standards.


L Establish Document Numbering Scheme 3/5/10 Ray Moya, Mgmt Rep

M Update for Customer/Supplier Qualification & ISO/TL9000 resolution of non-conforming items.

4/5/10 Ray Moya


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