Any Company Transportation Q&E Systems Manual
Systems Manual Index
Introduction......
Purpose......
0.1 General......
0.2 Process Approach......
Process Model – Figure 1......
Any Company Transportation Quality and Environmental Management Systems Requirements......
1 Scope of this Manual......
1.1 General......
1.2 Application......
2 Normative Reference......
3 Terms and Definitions......
4 COMPANY X Q&E (Quality and Environmental) Systems......
4.1 General Requirements......
4.2 Documentation Requirements......
4.2.1 General......
4.2.2 Quality and Environmental Systems Manual......
4.2.3 Control of Documents......
4.2.4 Control of Records......
Required Records......
Storage and Disposal......
Forms Control......
5 Management Responsibility......
5.1 Management Commitment......
5.2 Customer Focus......
5.3 Quality and Environmental Policies......
Our Quality Policy......
Our Environmental Policy......
Legal and Other Environmental Requirements......
Environmental Objectives and Targets......
5.4 Planning......
5.4.1 Quality and Environmental Objectives......
Environmental Aspects......
5.4.2 Q&E System Planning......
5.5 Responsibility, Authority and Communication......
5.5.1 Responsibility and Authority......
5.5.2 Management Representative......
5.5.3 Internal Communication......
5.6 Management Review......
5.6.1 General......
5.6.2 Review Input......
5.6.3 Review Output......
6 Resource Management......
6.1 Provision of Resources......
6.2 Human Resources......
6.2.1 General......
6.2.2 Competence, Awareness and Training......
6.3 Infrastructure......
6.4 Work Environment......
7 Product Realization......
7.1 Planning of Product Realization......
7.2 Customer-Related Processes......
7.2.1 Determination of Requirements Related to the Product......
7.2.2 Review of Requirements Related to the Product......
New Orders......
Revisions......
7.2.3 Customer Communication......
7.3 Design and Development......
7.4 Purchasing......
7.4.1 Purchasing Process......
7.4.2 Purchasing Information......
7.4.3 Verification of Purchased Product......
7.5 Production and Service Provision......
7.5.1 Control of Production and Service Provision......
7.5.2 Validation of Processes for Production and Service Provision......
7.5.3 Identification and Traceability......
Freight Bill......
Shipment Identification......
7.5.4 Customer Property......
7.5.5 Preservation of Product......
General......
Handling......
Storage......
Packaging......
Preservation......
7.6 Control of Monitoring and Measuring Devices......
Calibration / Inspection of Equipment......
Control Procedures......
8 Measurement, Analysis and Improvement......
8.1 General......
Pick Up Inspection......
Delivery Inspection......
Inspection and Test Records......
8.2 Monitoring and Measurement......
8.2.1 Customer Satisfaction......
8.2.2 Internal Audit......
Responsibility......
Audit Schedule......
8.2.3 Monitoring and Measurement of Processes......
8.2.4 Monitoring and Measurement of Product......
8.3 Control of Nonconforming Product and Emergency Preparedness / Response......
Nonconforming Product......
Delays in Pick Up and Delivery......
Customer Product Damage......
Emergency Preparedness and Response......
8.4 Analysis of Data......
8.5 Improvement......
8.5.1 Continual Improvement......
8.5.2 Corrective Action......
8.5.3 Preventive Action......
Introduction
This manual is a complete re-write of our previous manual to bring it into alignment with the structure of ISO 9001:2000 for consistency and easy of use. The Quality and Environmental Systems described herein are reviewed by management at least yearly to verify completion and compliance with ISO9001:2000 and ISO 14001:1996. The manual, procedures, and supporting documentation are reviewed annually for significant changes that may have been made. Documents are revised or supplementary sheets added when changes affecting the contents of the manual occur.
Purpose
The purpose of this manual is to outline the processes and procedures used in the ISO 9001:2000 Quality Management System and the ISO 14001:1996 Environmental Management System of Any Company Transportation (herein sometimes referred to as “our organization” or COMPANY X).
0.1 General
The adoption of a quality and environmental management system (herein after referred to as the COMPANY X Q&E System) was a strategic decision by our organization. The design and implementation of COMPANY X Q&E System was influenced by varying needs, particular objectives, the products provided, the processes employed and the size and structure of our organization.
The COMPANY X Q&E Systems requirements specified in this manual are complementary to requirements for our products and processes. Information marked "NOTE" is for guidance in understanding or clarifying the associated requirement.
This manual can be used by internal and external parties, including certification bodies, to assess our organization's ability to meet customer, regulatory and our organization's own requirements.
The quality management definitions and principles stated in ISO 9000:2000 and ISO 9004:2000 have been taken into consideration during the development of this manual.
0.2 Process Approach
This manual promotes a process approach when developing, implementing and improving the effectiveness of our COMPANY X Q&E Systems, to enhance customer satisfaction by meeting customer requirements.
For our organization to function effectively, it has to identify and manage numerous linked activities. An activity using resources, and managed in order to enable the transformation of inputs into outputs, is considered a process. Often the output from one process directly forms the input to the next.
The application of a system of processes within our organization, together with the identification and interactions of these processes, and their management, is referred to herein as the "process approach".
An advantage of the process approach is the ongoing control that it provides over the linkage between the individual processes within the system of processes, as well as over their combination and interaction.
This approach emphasizes the importance of
a)Understanding and meeting requirements,
b)The need to consider processes in terms of added value,
c)Obtaining results of process performance and effectiveness, and
d)Continual improvement of processes based on objective measurement.
Figure 1
Process Model – Figure 1
The model of a process-based COMPANY X Q&E Systems shown in Figure 1 illustrates the process linkages presented in clauses 4 to 8 herein. This illustration shows that customers play a significant role in defining requirements as inputs. Monitoring of customer satisfaction requires the evaluation of information relating to customer perception as to whether our organization has met the customer requirements. The model shown in Figure 1 covers all the requirements of ISO 9001:2000, but does not show processes at a detailed level. ISO 14001 is also addressed in the same basic manner.
NOTE:In addition, the methodology known as "Plan-Do-Check-Act" (PDCA) is applied to all appropriate processes. PDCA can be briefly described as follows.
Plan:Establish the objectives and processes necessary to deliver results in accordance with customer requirements and our 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.
0.3 Relationship with ISO 9004:2000 and ISO 14004:1996
ISO 9004 and ISO 14004 give guidance on a wider range of objectives of a quality management system than does ISO 9001 and ISO 14001, particularly for the continual improvement of our organization's overall performance and efficiency, as well as its effectiveness. ISO 9004 and ISO 14004 are considered to be a guide for our organizations’ top management to move beyond the requirements of ISO 9001 and ISO 14001, in pursuit of continual improvement of performance. However, our organization does not intend its use for certification or for contractual purposes unless specifically called for in a contract. Should a contract specifically call out ISO 9004:2000 and/or ISO 14004:1996 as a requirement, our organization will take necessary measures to comply should such a contract be accepted.
0.4 Compatibility with Other Management Systems
This manual does not include requirements specific to other management systems, such as those particular to environmental management, occupational health and safety management, financial management or risk management. However, this manual enables our organization to integrate our own Q&E Systems with related management system requirements. Our organization has adapted its existing management system(s) in order to establish a COMPANY X Q&E Systems that comply with the requirements of ISO 9001:2000 and ISO 14001:1996.
Any Company Transportation Quality and Environmental Management Systems Requirements
1 Scope of this Manual
1.1 General
This manual specifies requirements for quality and environmental management systems where our organization
a)Needs to demonstrate its ability to consistently provide product that meets customer and applicable regulatory requirements, and
b)Aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable regulatory requirements.
NOTE In this manual, the term "product" applies only to the product intended for, or required by, a customer.
1.2 Application
All requirements of this manual are intended to be applicable to our entire organization (also see Scope).
Where any requirement(s) of ISO 9001:2000 Clause 7 cannot be applied due to the nature of our organization and its product, this will be documented with the reason for exclusion within this manual. Such an exclusion will not affect our organization's ability, or responsibility, to provide product that meets customer and applicable regulatory requirements.
2 Normative Reference
This document contains provisions which, directly or through reference, constitute provisions of ISO 9001:2000 and ISO 14001:1996. For dated references, subsequent amendments to, or revisions of, any of these publications do not apply. However, parties to agreements based on this manual are encouraged to investigate the possibility of applying the most recent edition of the normative document indicated below. For undated references, the latest edition of the normative document referred to applies.
ISO 9000:2000, Quality management systems — Fundamentals and vocabulary.
ISO 14001:1996, Environmental management systems – Specification with guidance for use
3 Terms and Definitions
For the purposes of this manual, the terms and definitions given in ISO 9000:2000 and ISO 14001:1996 apply.
The following terms, used in this manual to describe the supply chain, reflect the vocabulary currently used: Supplier -----> Organization -----> Customer
The term "organization" replaces the term "supplier" used in ISO 9001:1994, and refers to the organization to which this manual applies. Also, the term "supplier" now replaces the term "subcontractor".
Throughout the text of this manual, wherever the term "product" occurs, it can also mean "service".
AuditA documented investigation to verify that all applicable requirements are being implemented.
ConformanceCompliance with specified requirements.
ContractA customer request for services from Any Company Transportation. It includes written, verbal and phone orders and includes consideration relative to fulfillment of commitments.
Corrective ActionMeasures taken to rectify conditions adverse to quality, and to minimize recurrence.
DocumentInformation provided in writing or contained in readily accessible computer files.
DocumentationRecorded information.
Continual ImprovementThe process of enhancing a management system to achieve improvements in overall performance in line with the company’s policies.
EnvironmentSurroundings in which an organization operates, including air, water, land, natural resources, flora, fauna, humans, and their interrelationships. Surroundings in this context extend from within an organization to the global system.
Environmental AspectElement of an organization’s activities, products or services that can interact with the environment.
Significant Environmental AspectA significant aspect that has or can have a significant environmental impact.
Environmental ImpactAny change to the environment, whether adverse or beneficial, wholly or partially resulting from an organization’s activities, products or services.
Environmental Management SystemThe part of the over all quality and environmental management system that includes organizational structure, planning activities, responsibilities, practices, procedures, processes and resources for developing, implementing, achieving, reviewing and maintaining the environmental policy.
Environmental Management System AuditA systematic and documented verification process of objectively obtaining and evaluating evidence to determine whether an organization’s environmental management system conforms to the environmental audit criteria set by the organization, and for communication of the results of this process to management.
Environmental ObjectiveOverall environmental goal, arising from the environmental policy, that an organization sets its self to achieve, and which is quantified where practicable.
Environmental PerformanceMeasurable results of the environmental management system, related to an organization’s control of its environmental aspects, based upon its environmental policy, objectives and targets.
Environmental TargetDetailed performance requirement, quantified where practicable, applicable to the organization, or parts thereof, that arises from the environmental objectives and that needs to be set and met in order to achieve those objectives.
COMPANY X Q&E SystemAny Company Transportation Quality and Environmental Management System.
Interested PartyIndividual or group concerned with or affected by the environmental performance of an organization.
Management ReviewAn independent review of the documented environmental and quality program to ensure it meets requirements, a review of the effectiveness of the corrective action program, and review of effectiveness of the quality program.
NonconformanceAny departure from specified requirements.
OrganizationCompany, corporation, firm, enterprise, authority or institution, or part there of, whether incorporated or not, public or private, that has its own functions and administration.
PolicyThe sum of management decisions for all questions associated with a given subject.
Prevention of PollutionUse of processes, practices, materials, or products that avoid, reduce or control pollution, which may include recycling, treatment, process changes, control mechanisms, efficient use of resources and material substitution.
ProcedureDescriptions of activities critical to the maintenance of quality, describing with whom, what, when, where, and how an activity is carried out. It is not unusual for procedures to be multi-departmental in makeup.
SystemAn inter supportive aggregation of activities that exists when data are gathered and analyzed and the resulting information is used to produce an intended result; in most cases people are involved and, in some cases, equipment of various types is also involved.
TraceabilityThe ability to determine through historical records the source and processing of product shipped and its make up. This also includes the ability to track shipments in process.
Work InstructionsDocuments that tell how to do something rather than when, where, or with whom; a detailed step-by-step description of a work activity. Many times work instructions are relevant to a single organization.
4 COMPANY X Q&E (Quality and Environmental) Systems
4.1 General Requirements
Our organization has established, documented, implemented and maintains our COMPANY X Q&E System and continually improves its effectiveness in accordance with the requirements of ISO 9001:2000 and ISO 14001:1996.
Our organization has:
- Identified the processes needed for the COMPANY X Q&E Systems and their application throughout our organization (see 1.2),
- 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,
- Ensures the availability of resources and information necessary to support the operation and monitoring of these processes,
- Monitors, measures and analyses these processes, and
- Implements actions necessary to achieve planned results and continual improvement of these processes.
These processes are managed by our organization in accordance with the requirements of this manual.
Where our organization chooses to outsource any process that affects product conformity with requirements, our organization ensures control over such processes. Control of such outsourced processes are identified within the COMPANY X Q&E Systems.
NOTE Processes needed for the COMPANY X Q&E Systems referred to above include processes for management activities, provision of resources, product realization and measurement.
4.2 Documentation Requirements
4.2.1 General
The COMPANY X Q&E Systems documentation includes:
a)Documented statements of a quality policy and quality objectives,
b)A quality manual (this document),
c)Documented procedures required by ISO 9001:2000 and ISO 14001:1996,
d)Documents needed by our organization to ensure the effective planning, operation and control of its processes, and
e)Records required by this manual and ISO 9001:2000 and ISO 14001:1996 (see 4.2.4).
Three levels of written media provide the basis for our documented quality and environmental system. They are COMPANY X Policies (contained is this Quality Manual), COMPANY X Procedures and the COMPANY X Training Manual. All procedures and the Training Manual are consistent and compatible with the policy governing their existence, and, where related, are mutually inter supportive. All personnel are trained in the appropriate quality and environmental system expectations prior to being placed on the job.
Each policy, procedure and Training Manual has an owner whose function is to ensure that portion of the system is continually followed and updated when necessary. All practices and documented requirements must match.
NOTE 1:Where the term "documented procedure" appears within this manual, this means that the procedure is established, documented, implemented and maintained.
NOTE 2:The extent of our organization’s Q&E Systems documentation can differ from other organizations due to:
a)The size of organization and type of activities,
b)The complexity of processes and their interactions, and
c)The competence of personnel.
NOTE 3:Documentation can be in any form or type of medium.
4.2.2 Quality and Environmental Systems Manual
Our organization has established and maintains a systems manual (this document) which includes
a)The scope of the Q&E Systems, including details of and justification for any exclusions (see 1.2),
b)The documented procedures established for the Q&E System, or reference to them, and
c)A description of the interaction between the processes of the Q&E System.
Statement of Scope of the Any Company Transportation Q&E System
The Any Company Transportation Q&E Systems applies to the whole of Any Company Transportation.
Notes:
Line item c) is met by inclusion of elements in, as well as the inputs and outputs of, the various systems maps.
4.2.3 Control of Documents
Documents required by the Q&E System are controlled. Records are a special type of document and are controlled according to the requirements given in 4.2.4 herein.
A documented procedure is established to define the controls needed:
a)to approve documents for adequacy prior to issue,
b)to review and update as necessary and re-approve documents,
c)to ensure that changes and the current revision status of documents are identified,
d)to ensure that relevant versions of applicable documents are available at points of use,
e)to ensure that documents remain legible and readily identifiable,
f)to ensure that documents of external origin are identified and their distribution controlled, and
g)to prevent the unintended use of obsolete documents, and to apply suitable identification to them if they are retained for any purpose.