MASS Group Limited
QUALITY MANAGEMENT SYSTEM
Quality Manual
Issue Reference / Change Date / Initial / ChangeA / 09-02-2002 / MA / Document Created
B / 31-03-2005 / MA / Management Review
QUALITY MANUAL INDEX
TITLE / Revision / Date / Page1.0: Scope
2.0: Normative Reference
3.0: Terms & Definitions: 3.0,
4.1: Quality Management System / 0 / 09-01-2002 / 3
4.2: Quality Management System
5.1-5.4 Management Responsibility / 0 / 09-01-2002 / 4
5.5-5.6: Management Responsibility
6.1-6.4: Resource Management / 0 / 09-01-2002 / 5
7.1-7.4: Product Realisation / 0 / 09-01-2002 / 6
7.5-7.6: Product Realisation
8.1: Measurement Analysis & Improvement / 0 / 09-01-2002 / 7
8.2-8.3: Measurement Analysis & Improvement / 0 / 09-01-2002 / 8
8.4-8.5: Measurement Analysis & Improvement / 0 / 09-01-2002 / 9
Appendix 1: Quality Policy / 0 / 09-01-2002 / 10
Appendix 2: Sequence of Interaction of Process in the Quality Management System / 0 / 09-01-2002 / 11
Appendix 3: List of Procedures / 0 / 09-01-2002 / 12
QUALITY MANUAL REVISION RECORD
PAGE No / Revision / Description of RevisionAll / A / Document creation.
All / B / Name change
1.0 SCOPE
The company1s quality system is written in line with the requirements of ISO 9001 in order to demonstrate its ability to consistently provide product that meets customer and regulatory requirements and enhance customer satisfaction.
The scope of the company’s activities is:
The installation, inspection, test, certification and maintenance of electrical/electronic equipment to both Commercial, Industrial and Telecommunications sectors, including the erection of antennae and feeder cable.
All requirements indicated within ISO 9001 are applicable with the following exclusions, due to the nature of the organization, products and services. These exclusions are limited to those within clause 7 of the International Standard, and are:
7.3Design and Development
7.5.2Validation of the processes for the production and service provision
2.0NORMATIVE REFERENCE
ISO 9001: 2000 Quality Management Systems – Fundamentals andVocabulary is used as a normative reference in the application of the quality system.
3.0 TERMS AND DEFINITIONS
The terms and definitions used within the quality system are given in ISO 9000
The term “Product” used throughout the quality system is used to describe the physical products plus the installation / maintenance of these customer supplied products.
4.0QUALITY MANAGEMENT SYSTEM
4.1GENERAL REQUIREMENTS
The company has an established, documented, implemented, maintained andis continually improving its quality system to meet the requirements of the International Standard.
The processes needed are documented in the company’s procedure manual. These procedures determine the sequence, criteria and methods for control; ensuring availability of resources to monitor, measure and analyze processes; and the implementation of actions to achieve planned results with a view to continual improvement.
Any outsourced processes are identified within the system and controlled.
4.2DOCUMENTATION REQUIREMENTS
The Quality Management System includes quality policy, objectives, quality manual, procedure, planning, operational control documents and quality records.
The manual contains the system, scope and justification of any exclusions, reference to procedure and a description of the interaction between processes.
Documents required for the Quality Management System are controlled through company procedure.
Quality records are maintained to provide evidence of conformity to requirements and controlled through company procedure.
Supporting Procedure: Document Control
Quality Records
5.0MANAGEMENT RESPONSIBILITY
5.1MANAGEMENT COMMITMENT
The company provides evidence of its commitment to quality by emphasizing meeting all customer and regulatory requirements and publishing and reviewing the quality policy, objectives, conducting management reviews and providing resources.
5.2CUSTOMER FOCUS
The company ensures customer requirements are fulfilled by reviewing orders before acceptance and determining customer satisfaction.
5.3QUALITY POLICY (See Appendix 1)
A quality policy is established which is appropriate to the organization, commits to compliance and improvement, is a framework for objectives, is communicated and understood and reviewed.
5.4PLANNING
The company has established objectives for quality of product and its systems through operation of company procedure.
The Quality Management System has been planned in accordance with the requirements and objectives, and its integrity is maintained when changes are planned and implemented.
Supporting Procedure: Document Control
Management Review
5.5RESPONSIBILTY, AUTHORITY AND COMMUNICATION
Responsibility and authority is defined within the operating procedures, which specify the organization chart, broad job descriptions, management representative and communication.
Supporting Procedure: Management Responsibility
5.6MANAGEMENT REVIEW
The Quality Management System is reviewed at planned intervals in accordance with procedure to ensure its continued suitability adequacyand effectiveness. The reviews assess opportunities for improvement, need for change, policy and objectives.
6.0RESOURCE MANAGEMENT
6.1PROVISION OF RESOURCES
The company determines and provides resources to maintain and improve its Quality Management System and enhance customer satisfaction by meeting customer requirements.
6.2HUMAN RESOURCES
The company ensures personnel are competent to undertake work affecting quality by determining training needs, providing those needs, evaluating effectiveness and maintaining records.
Supporting Procedure: Training
6.3INFRASTRUCTURE
The company determines and provides the infrastructure to achieve conformity of product by including building space, facilities, process and equipment and supporting services.
6.4WORK ENVIRONMENT
The company determines and manages the work environment.
7.0PRODUCT REALISATION
7.1PLANNING OF PRODUCT REALISATION
The company plan and develop the processes necessary for the productrealization by determining quality objectives, process, documents, resources needed, product acceptance activities and records.
Supporting Procedure: Enquiry/Quotation
Order Processing
7.2CUSTOMER-RELATED PROCESSES
The company determine customer requirements (stated or not) statutory and regulatory requirements and any additional requirements.
Requirements are reviewed prior to commitment and ensure product requirements are defined, any differences resolved and the company has the ability to supply.
Records of reviews and actions are maintained. Any changes to requirements are communicated to relevant personnel and documents are amended.
Effective arrangements for communication with customers regarding product information, customer requirement handling and feedback from customers are maintained.
Supporting Procedure: Enquiry/Quotation
Order Processing
Concerns & Customer Feedback
7.3DESIGN AND DEVELOPMENT
Design and development is not applicable to the company`s operation and has been excluded from the scope of supply.
This requirement is noted in the quality manual in order to maintain the numbering system in line with the International Standard.
7.4PURCHASING
The company ensure that purchased products conform to specified requirements by evaluating and selecting suitable suppliers; ensuring purchase documents describe the product ordered and any additional requirements; and that product is verified against purchase requirements upon receipt.
Supporting Procedure: Supplier Control
Purchase Order Processing
7.5PRODUCTION AND SERVICE PROVISION
Production (Installation) is carried out under controlled conditions, which include information, work instructions, suitable equipment, monitoring and measuring devices, monitoring and measuring results and any release activities.
Any processes where the resulting output cannot be verified by subsequent inspection are validated, where appropriate, by defining criteria for approval processes, approval of equipment and personnel, defining specific procedure and periodic re-validation.
The product is identified by suitable means during progress together with the project status. Traceability of personnel and materials used on projects is maintained.
Any customer property used is controlled by identification, verification, protection and any unsuitability for use, is reported to the customer.
Products are preserved from receipt to release to the customer by correct identification, handling, packaging, storage, protection and delivery.
Supporting Procedure: Job Control
Product Preservation
7.6Control OF MONITORING AND MEASURING EQUIPMENT
The company has determined the monitoring and measuring requirements, provided equipment and ensures that such equipment is cbable of validadting results of measurements.
Measuring equipment is calibrated, adjusted as necessary, identified by calibration status, safeguarded from adjustments and protected from damage during use or storage.
Where equipment is found not to conform then previous results shall be validated.
Supporting Procedure: Calibration System
8.0MEASUREMENT, ANALYSIS & IMPROVEMENT
8.1GENERAL
The company has planned the measurement, analysis and improvement processes to demonstrate conformity of product, conformity of the Quality Management System and improve effectiveness.
8.2MONITORING AND MEASUREMENT
The company has determined and implemented methods to monitor information relating to customer perception.
Supporting Procedure: Concerns & Customer Feedback
Internal audits are conducted at planned intervals to determine whether the quality management system conforms to planned arrangements and is effectively implemented.
Supporting Procedure: Internal Quality Audits
The company applies suitable monitoring and measuring methods to demonstrate the ability of processes to achieve planned results.
Supporting Procedures: Installation Procedures
Internal Quality Audits
Management Review
The characteristics of the product are monitored and measured at appropriate stages to verify product requirements are fulfilled.
Evidence of conformity and persons authorizing release of product is maintained.
Supporting Procedure: Goods Inwards
Product Preservation
Installation
8.3CONTROL OF NONCONFORMING PRODUCT
The company ensure that product that does not conform is identified and controlled. Nonconforming product is dealt with by one or more of the following:
- Taking action to eliminate nonconformity
- Authorizing use under concession
- Taking action to preclude its intended use
Records of the nature of nonconformities and subsequent actions are maintained.
Supporting Procedure: Goods Inwards
Product Preservation
Installation
Concerns & Customer feedback
8.4ANALYSIS OF DATA
Data is determined, collected, analyzed and used to demonstrate the effectiveness of the management system and evaluate where continual improvement can be made.
Supporting Procedure: Management Review
8.5IMPROVEMENT
The company continually improve the effectiveness of the Quality Management System through the use of the quality policy, quality objectiveness, audit results, analysis of data and preventive and corrective actions.
Supporting Procedure: Management Review
The company takes corrective actions to eliminate the cause of nonconformity in accordance with documented procedures.
Supporting Procedure: Internal Quality Audits
Concerns & Customer Feedback
Management Review
Preventive actions to eliminate the cause of potential nonconformities are carried out in accordance with documented procedures.
Supporting Procedures: Enquiry, Quotations & Orders
Internal Quality Audits
Management Review
APPENDIX 1
QUALITY POLICY STATEMENT
It is the policy of MASS Group Limited to ensure their Customer requirements are met with the aim of enhancing customer satisfaction.
The following objectives have been established and will be monitored with the aim to improve the Company performance.
- Operate the company systems to comply with the requirements of the ISO9001/2000 Standard.
- Carry out Customer Project Reviews on all key Customers at six monthly intervals to achieve a Customer satisfaction rating of 75%.
- Monitor delivery quality problems and site problems referred back resolution for a period of nine months.
- Set targets to improve the above areas at the Management Review Meetings.
- Communicate policies to employees by notification and feedback, as all personnel’s activities are important as their contribution to the Company impacts on the achievement of Quality.
- Review this Policy for continued suitability
Signed: Date:
Managing Director. (Matt Aston)
APPENDIX 2
SEQUENCE AND INTERACTION OF PROCESS IN THE QUALITY SYSTEM
APPENDIX 3
LIST OF PROCEDURES WITHIN THE QUALITY SYSTEM
ADMINISTRATION
1. Management Responsibility
2. Enquiries, Quotation & Orders
3. Supplier Evaluation
4. Purchasing
INSTALLATION
10. Goods Inwards
11. Product Preservation
12. Installation
13. Equipment
QUALITY SYSTEM
20. Training
21 Document and data control
22. Quality Records
23. Internal Quality Audits
24. Non-Conformances, Concerns & Customer Feedback
25. Management Review
Title: / Version / Edited / Document Owner: / Approved by: / PageMASS Group Quality Manual / B / 31-03-2005 / MA / 1 of 13
Controlled Copy No: / 001 / Amendment No: