AVA QUALITY SYSTEM

FOR SUPPLIER COMPANIES

APPENDIX ONE

SAMPLE DOCUMENTS

Section / Document Title / Document Reference
A / Quality Manual
Company Policy Statement
Company Structure Chart / AD1
AD2
H / Health and Safety
Health and Safety Policy / HD3

2nd Edition – Revision One 2009

AVA QUALITY SYSTEM

FOR SUPPLIER COMPANIES

SECTION A – QUALITY MANUAL

AD1 - SAMPLE COMPANY POLICY STATEMENT

The assurance of quality is fundamental to all the work we undertake and is practised by all company management and staff in their daily activities. Quality is assured by all personnel working in a controlled and systematic way to formal procedures designed to ensure the timely identification and rapid elimination of deficiencies occurring within the service.

To ensure that activities are carried out in a uniform way throughout the company, work procedures will be set down and adhered to at all times unless a deviation is authorised.

The Automatic Vending Association, of which we are a Member, has outlined the basic requirements of the Quality System for Supplier Companies (QS). It is the responsibility of each Department Manager to compile and implement these procedures, to integrate them into regular working procedures, to ensure that all company staff appreciate the value of quality and the QS, and to understand the procedures and implement them in their duties.

The management will regularly review the QS in a spirit of continuous improvement to ensure its continuing suitability and effectiveness.

The Quality Manager is responsible for monitoring the QS through regular reviews to ensure ongoing application and compliance with the AVA standards.

The Quality Manager is currently ______

Overall and ultimate responsibility rests with the Managing Director who will ensure that the Quality Manager is provided with the resources and support to ensure implementation of this policy.

Signed:______Date: ______

Managing Director

SECTION A – QUALITY MANUAL

AD2 -SAMPLE COMPANY STRUCTURE



SECTION H – HEALTH AND SAFETY

HD3 - SAMPLE HEALTH AND SAFETY POLICY

HEALTH & SAFETY AT WORK ACT 1974

Health & Safety Policy of:

Last update:

General Statement of Policy

Our policy is to provide and maintain safe and healthy working conditions, equipment and systems of work for all our employees and to provide such information, training and supervision as they need for this purpose.

We recognise and accept our obligation under the Health & Safety at Work Act 1974, the Food Safety Act 1990 and other associated legislation. We will take steps as far as reasonably practicable to provide:

safe plant, equipment and systems of work

arrangements for the safe use, handling, storage and transportation

of articles and substances

the necessary training information and supervision to ensure health and safety to our employees

a safe and healthy working environment

safe access to and from the workplace.

The allocation of duties for health and safety rest on all Members of staff and specific duties are set out within the company policy statement.

This policy will be kept up to date and reviewed annually. Should circumstances change in the business in size or nature then it will be reviewed at that time to take in such changes.

Signed:…………………………………………Date:……………………………………………..

Managing Director

APPENDIX TWO

SAMPLE FORMS

Section / Form Title / Form Reference
B / Document Control Approval and Issue
Document Distribution List / BF1
Document Issue And Revision Record / BF2
Document Change Request Record / BF3
C / Procedures
Work Procedure / CF1
Goods Returned – Defect Report / CF2
Product Recall Advice / CF3
D / Customer Care
Customer Complaint Individual Record / DF1
Complaints Log / DF2
Customer Satisfaction Questionnaire / DF3
E / Corrective Action
Corrective Action Request / EF1
Corrective Action Request Review Log / EF2
F / Training
Company Training Plan / FF1
Individual Training Record / FF2
Company Competence Matrix / FF3
Appraisal Form / FF4
G / Purchasing
Approved Suppliers List / GF1
Supplier Assessment Form / GF2
H / Health and Safety
Schedule of Health and Safety Responsibility / HF1
Risk Assessment Form / HF2
Monthly Cleaning Inspection Report / HF3
Equipment Calibration Record / HF4
I / Management Review
Management Review Form / IF1

2nd Edition – Revision One 2009

AVA QUALITY SYSTEM

FOR SUPPLIER COMPANIES

SECTION B – DOCUMENT CONTROL APPROVAL AND ISSUE

BF1 – DOCUMENT DISTRIBUTION LIST

DOCUMENT DISTRIBUTION LIST
DATE / NAME / DEPARTMENT / TITLE

2nd Edition – Revision One 2009

AVA QUALITY SYSTEM

FOR SUPPLIER COMPANIES

SECTION B – DOCUMENT CONTROL APPROVAL AND ISSUE

BF2 – DOCUMENT ISSUE AND REVISION RECORD

DOCUMENT ISSUE AND REVISION RECORD
Document title: / Issue date:
Reason for issue of document
Issued to / Signature / Date of Issue

2nd Edition – Revision One 2009

AVA QUALITY SYSTEM

FOR SUPPLIER COMPANIES

SECTION B – DOCUMENT CONTROL APPROVAL AND ISSUE

BF3 – DOCUMENT CHANGE REQUEST RECORD

DOCUMENT CHANGE REQUEST RECORD
DOCUMENT DESCRIPTION
1.Title:
Relevant Section:
2.Proposed change:
Reason for change:
Name:Signature:Date:
DEPARTMENTAL MANAGER’S COMMENTS
Proposal accepted/rejected for the following reasons:
Name:Signature:Date:
DOCUMENT CONTROLLER’S COMMENTS
Proposal accepted/rejected for the following reasons:
Name:Signature:Date:
Issue confirmed (Tick)This document filed (Tick)Document Controller Initial:

This form can be used as a request or to record any changes to documentation

2nd Edition – Revision One 2009

AVA QUALITY SYSTEM

FOR SUPPLIER COMPANIES

SECTION C – PROCEDURES

CF1 – WORK PROCEDURE

WORK PROCEDURE
Subject: / Procedure No:
Authorised by: / Revision status: / Date of issue:

SECTION C – PROCEDURES

CF2 – GOODS RETURNED – DEFECT REPORT

GOODS RETURNED – DEFECT REPORT
Raised by: / Department:
Supplier: / Goods:
Description of Defect:
Action Taken:
Corrective Action Request No (if used):
Signature: / Date:

2nd Edition – Revision One 2009

AVA QUALITY SYSTEM

FOR SUPPLIER COMPANIES

SECTION C –PROCEDURES

CF3 – PRODUCT RECALL ADVICE

PRODUCT RECALL ADVICE
Date: / Recall Reference No:
Product
Reason for action:
Action required:
Date returned:
Location:
Disposal method:
Name:
Signature:

2nd Edition – Revision One 2009

AVA QUALITY SYSTEM

FOR SUPPLIER COMPANIES

SECTION D – CUSTOMER CARE

DF1 – CUSTOMER COMPLAINT INDIVIDUAL RECORD

CUSTOMER COMPLAINT RECORD
Date :
Taken by:
Location:
Customer name:
Address:
(complete in full)
Tel No:Contact:
NATURE OF COMPLAINT (tick)
Service: Equipment: People: Product: Other:
DETAILS OF COMPLAINT (and action taken, if any)
Name of person who took action
ACTION TO BE TAKEN
CUSTOMER SATISFIEDYES / NO
Name:Signature:Date:
CONTINUOUS IMPROVEMENT OBJECTIVE

2nd Edition – Revision One 2009

AVA QUALITY SYSTEM

FOR SUPPLIER COMPANIES

SECTION D – CUSTOMER CARE

DF2 – COMPLAINTS LOG

COMPLAINTS LOG
Date / Staff Name / Client / Complaint / Action / Improve / Signature

2nd Edition – Revision One 2009

AVA QUALITY SYSTEM

FOR SUPPLIER COMPANIES

SECTION D - CUSTOMER CARE

DF 3 - CUSTOMER SATISFACTION QUESTIONNAIRE

We value your opinion and would like to take this opportunity to ask you to let us know what you think of our service. Please return completed questionnaire to:

______

Please use a scale of 1 to 10, where 1 is completely dissatisfied and 10 is completely satisfied.

Please note that these are suggested questions and the company should consider tailoring these to their specific products and needs.

  1. PRODUCTS ON OFFER

Emphasis should be made on trying to assess how satisfied a customer is with the range and quality of products.

For a confectionery supplier, the following questions could be asked:

Are you happy with the range of products available?

Does the product vend correctly from your machine/s?

A machine supplier could ask the following questions:

Does our range of machines suit the needs of you and your customers?

What additional feature/s would you like to see? ______

What feature/s do you like to see on a machine?

______

What would you like to see on future machines?

______

2.ORDERING AND DELIVERIES

Ease in contacting order team

Taking orders accurately

Able to provide products at short notice

Short delivery lead times

Deliveries on time

Deliveries at the right time of day

Complete orders first time

3.EQUIPMENT RELATED QUESTIONS TO RELEVANT CUSTOMERS

Quality and reliability of our vending equipment 

Helpfulness/knowledge of staff who provide technical advice for our vending equipment 

4.CLIENT MANAGEMENT

a.How often would you prefer the management to contact you - please delete as appropriate?

2-3 times a week/Weekly/Fortnightly/Monthly/Less often

b.How would you prefer the management to contact you - please delete as appropriate?

Telephone/Letter/Fax/Email/In person

c.How satisfied are you with the following?

Management communication

Administration and invoicing

5.QUALITY OF SERVICE

a.Do you feel that the products and service we provide are good value for money?

Yes / No

b.We want to improve all the time, what is your view of how we can achieve this?

______

c.As a customer what do you feel is the one thing we need to get right for you?

______

d.Is there anything else you would like to tell us about our products and service?

______

e.How do we compare with our competitors?

Name: ______Company: ______

Signature: ______Date: ______

Thank you for your assistance in helping us to continue to improve.

SECTION E – CORRECTIVE ACTION

EF1 – CORRECTIVE ACTION REQUEST (CAR)

CORRECTIVE ACTION REQUEST
CAR No:Date:
From:To:
REASON FOR REQUEST (tick one or more)
Service:Equipment:People:Product:Other:
REQUEST ARISES FROM (tick one or more)
Customer Complaint:Staff Report:Other (please state):
BRIEF DESCRIPTION OF DEFECT AND ACTION TAKEN (if any)
Response date:
Sign original:
Name:
CORRECTIVE ACTION:
Date of Completion:
Sign Receipt :
Name:
ACTION ACCEPTABLEYes / No(if NO raise new CAR and re-issue)
New CAR No:
Comment:
Name:Signature:Date cleared:
CONTINUOUS IMPROVEMENT OBJECTIVE

2nd Edition – Revision One 2009

AVA QUALITY SYSTEM

FOR SUPPLIER COMPANIES

SECTION E – CORRECTIVE ACTION

EF2 – CORRECTIVE ACTION REQUEST REVIEW LOG

CORRECTIVE ACTION REQUEST REVIEW LOG
CAR No / Date issued / Corrective Action Issued / Comments / Date of closure / Signature

2nd Edition – Revision One 2009

AVA QUALITY SYSTEM

FOR SUPPLIER COMPANIES

SECTION F – TRAINING

FF1 – COMPANY TRAINING PLAN

COMPANY TRAINING PLAN
Department:
Period - From:To:
Training required / Date scheduled / Date completed / Signature
(Manager or Trainer)

2nd Edition – Revision One 2009

AVA QUALITY SYSTEM

FOR SUPPLIER COMPANIES

SECTION F – TRAINING

FF2 – INDIVIDUAL TRAINING RECORD

INDIVIDUAL TRAINING RECORD
Employee:
Job Title:
Employment Start Date :
Previous Training and Experience:
Date / Training Received
(Course Description) / Result / Trainee Signature / Authorised
Signature

2nd Edition – Revision One 2009

AVA QUALITY SYSTEM

FOR SUPPLIER COMPANIES

SECTION F – TRAINING

FF3 – COMPANY COMPETENCE MATRIX

COMPANY COMPETENCE MATRIX
TRAINING / Induction / Health & Safety / Quality System / Health & Hygiene / COSHH / Risk Assessment
JOB TITLE

2nd Edition – Revision One 2009

AVA QUALITY SYSTEM

FOR SUPPLIER COMPANIES

SECTION F – TRAINING

FF4 – APPRAISAL FORM

APPRAISAL FORM
NAME: / PERIOD:
OBJECTIVE / MEASURES / COMMENTS / RATINGS
TRAINING NEEDED / HOW / TIME SCALE

OVERALL RATING

A.VERY GOODPerformance exceeds some job requirements and fully meets all others

B.GOODPerformance fully meets job requirements

C.MARGINAL/

DEVELOPINGPerformance does not entirely meet job requirements

D.UNSATISFACTORYPerformance does not meet basic job requirements

2nd Edition – Revision One 2009

AVA QUALITY SYSTEM

FOR SUPPLIER COMPANIES

Manager’s Interim Review
Manager’s Final Review
Appraisee’s Comments
Manager’s signature:Date:
Appraisee’s signatureDate:

2nd Edition – Revision One 2009

AVA QUALITY SYSTEM

FOR SUPPLIER COMPANIES

SECTION G – PURCHASING

GF1 – APPROVED SUPPLIERS LISTDate:

APPROVED SUPPLIERS LIST
Products / Assessment Form completed?
YES/NO / AVA QS
accredited
YES / NO
ISO 9001
accredited
YES / NO / Corrective Actions
issued to date / Alternative Supplier
Supplier (A-Z)

2nd Edition – Revision One 2009

AVA QUALITY SYSTEM

FOR SUPPLIER COMPANIES

SECTION G – PURCHASING

GF2 – SUPPLIER ASSESSMENT FORM

We operate an Approved Suppliers List. Orders are only placed with suppliers on that list. Suppliers are assessed before being considered for addition to the list. To assist us in this process, please complete and return this form.

SUPPLIER ASSESSMENT
Company Name:
Address:
Contact details / Telephone:
Fax:
Email:
Range of Goods Supplied:
Are you a Member of any trade bodies?
If so, please give names:
Do you hold accreditation to the AVA Quality System, ISO 9001:2000 or any other quality schemes? If so please provide a copy of your current certificate and scope:
Signed:
Name:
Please print
Position:
Please print / Date:
FOR OFFICE USE ONLY
Approved:YES / NO
Date:
Signature:


SECTION H – HEALTH AND SAFETY

HF1 – PERSON/S RESPONSIBLE FOR HEALTH AND SAFETY

SCHEDULE OF HEALTH AND SAFETY RESPONSIBILITY
Area of
Responsibility / Responsible Person / Date assumed
responsibility
Name / Position
Overall responsibility
Deputy to act in his/her absence
Departmental Responsibility

2nd Edition – Revision One 2009

AVA QUALITY SYSTEM

FOR SUPPLIER COMPANIES

SECTION H – HEALTH AND SAFETY

HF2 – RISK ASSESSMENT FORM

RISK ASSESSMENT
ACTIVITY / Page 1 of
TASK / HAZARD / POTENTIAL INJURY / FREQUENCY / RISK
RATING / CONTROL OF RISK / ACTIONS REQUIRED / COMPLETED

2nd Edition – Revision One 2009

AVA QUALITY SYSTEM

FOR SUPPLIER COMPANIES

SECTION H – HEALTH AND SAFETY

HF3 – MONTHLY CLEANING INSPECTION REPORT

MONTHLY CLEANING INSPECTION REPORT
Month: / Name of Person completing form:Date of inspection::
AREA / Acceptable
Yes / No / Action required/Who By / Due date / Date
completed / Departmental Manager Signature
(to confirm action has been completed)
Floors/cleanliness
Walls
Toilets
Waste/Rejects
Desk/tables
Lighting
Pest control
Fire exits/gangways

2nd Edition – Revision One 2009

AVA QUALITY SYSTEM

FOR SUPPLIER COMPANIES

SECTION H – HEALTH AND SAFETY

HF4 – EQUIPMENT CALIBRATION RECORD

EQUIPMENT CALIBRATION RECORD
Make:
Model:
Description:
Serial No:
Date Purchase New:
Calibration Period:
Accuracy Standard:
Date / Results / Calibrated By / Certificate No. / Date of next Calibration

SECTION I MANAGEMENT REVIEWS

IF1 – MANAGEMENT REVIEW FORM

DATE: / Attendees : / TIME:

ITEM

/ COMMENTS/NOTES / ACTIONS
Policy
Manual
Quality Objectives
Customer Complaints
Customer Satisfaction Questionnaires
Corrective Actions
Competence and Training Plans
Supplier Assessments
Sub Contractor Performance
Results of AVA Audits
Date of Next Review

SIGNATURE of Attendees(S):

2nd Edition – Revision One 2009