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MRF Name / Logo Quality Manual - Template 1

MRF NAME Re7.a/e 1ith 4R% name an- /onta/t information :then -e.ete this te,t 8o,;0 OQC, The Conifers Stoney Lane Ashmore Green Berkshire RG18 9HD T: !!89 "8#"$$ %: 1&'$ 8&&'#! (: en)*iries+o,for-)*a.ity/entre0/o0*k W: 1110o,for-)*a.ity/entre0/o0*k

Quality Manual
Document Number: QM1 Issue Level: 1 !

Contro..e- 2 3n/ontro..e(Circle as appropriate) "ncontrolle# Manuals are current at time o$ issue but %ill not be automatically up#ate#
6re7are- 8y: Approval logo OQC / MRF MRF MRQ A77ro9e- 8y:

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DRAFT Quality Manual & Template 1


1 ( ) Approvals' control an# amen#ment 101 4ana<ement system s/o7e Intro#uction #01 O9er9ie1 an- /om7any history Mana*ement system '01 Genera. re)*irements '0# Do/*mentation re)*irements Mana*ement responsibility "01 4ana<ement /ommitment "0# C*stomer fo/*s "0' Q*a.ity 7o.i/y "0" 6.annin< "0$ Res7onsi8i.ity, a*thority an- /omm*ni/ation "0& 4ana<ement re9ie1 Resource mana*ement $01 6ro9ision of reso*r/es $0# H*man reso*r/es $0' 5nfrastr*/t*re $0" =ork en9ironment .ro#uct an# service realisation &01 6.annin< of 7ro-*/t an- ser9i/e rea.isation &0# C*stomer>re.ate- 7ro/esses &0' Desi<n an- -e9e.o7ment &0" 6*r/hasin< &0$ 6ro-*/tion an- ser9i/e 7ro9ision &0& Contro. an- monitorin< of meas*rin< -e9i/es Measurement' analysis an# improvement !01 Genera. !0# 4onitorin< an- meas*rement !0' Contro. of non>/onformin< 7ro-*/t !0" Ana.ysis of -ata !0$ 5m7ro9ement Quality proce#ure in#e0 Quality policy statement Quality ob1ectives .rocess inter-relations2ip 1#

MRF NAME

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Appen#i0 1 Appen#i0 ( Appen#i0 ) Appen#i0 +

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DRAFT Quality Manual & Template 1


1 Approvals' control an# amen#ment

MRF NAME

An a77ro9a. si<nat*re on the front /o9er in-i/ates a77ro9a. of this man*a.0 Contro..e- /o7ies are i-entifie- 8y /ontro..e- stat*s on front /o9er > on.y /ontro..e- /o7ies 1i.. 8e a*tomati/a..y *7-ate-0 Amen-ments to se/tions of this man*a. are -etai.e- in the fo..o1in< ta8.e0 A77ro9a. of the amen-ment is in-i/ate- 8y 4ana<ement Re7resentati9e?s initia.s on master soft /o7y an- ori<ina. si<nat*re on 7hysi/a. /ontro..e- /o7ies0 Document 2istory an# c2an*e recor# Issue 10 Issue #ate '21#2 8 5nitia. 5ss*e Description o$ c2an*e

Note: =ithin this man*a. tem7.ate, red italic text sho*.- 8e re7.a/e- 8y 4R% s7e/ifi/ information an- the <*i-an/e in @te,t 8o,es? sho*.- 8e im7.emente-0 A.. of the te,t in this man*a. tem7.ate is sam7.e te,t ho1e9er it is kno1n to meet 5SO /ertifi/ation re)*irements0 B.*e te,t in-i/ates 1here a /han<e 2 /.arifi/ation in re.ation to 5SO 9 1:# 8 has 8een in/or7orate-0

The fo..o1in< are re<istere- ho.-ers of /ontro..e- /o7ies of the Q*a.ity 4an*a.: .osition MRF Manager :4ana<ement Re7resentati9e; 1 Manual Number

Distri8*tion of the mana<ement system -o/*mentation is 8y /ontro..e- master soft /o7y o9er the 4R% net1ork0 11 Mana*ement system scope

The s/o7e of the MRF Name mana<ement system is as fo..o1s: T2e se*re*ation' processin* an# recyclin* o$ #ry co-min*le# materials

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DRAFT Quality Manual & Template 1


( 3vervie% an# company 2istory

MRF NAME

MRF Name 1as esta8.ishe- in 19yy0 The initia. /on/e7t an- /ore /om7any 8*siness a/ti9ity 1as as a t1enty>fo*r ho*r, se9en -ay a 1eek 1aste .o<isti/s ser9i/e 7ro9i-er, s*77ortin< 8oth 1aste /o..e/tion a<en/ies an- .o/a. /o*n/i.sA The /om7any?s 4R% is an esta8.ishe- fa/i.ity A O*r 4R% o7eration 7hi.oso7hy ens*res that 1e ma,imise 7ro-*/tion /a7a/ity an- reintro-*/e to the s*77.y /hain e9erythin< that is 7ro-*/e-0 =e /ontro. the )*a.ity of fee-sto/k 1hi/h res*.ts in )*a.ity materia. 8ein< 7ro-*/e-, minimisin< resi-*e 1hi.st ma,imisin< re/o9ery of re/y/.a8.es0 The 4R% is an essentia. sta<e in the re/y/.in< 7ro/ess0 5n a--ition to sortin< the materia.s into their res7e/ti9e <ra-es 1e remo9e materia.s 1hi/h are /onsi-ere- to 8e /ontaminates, there8y e.iminatin< any 7ro8.ems that they /a*se at the 4R% or .ater in the re/y/.in< 7ro/ess at the -estination fa/tories0 Bey /.ients in/.*-e: Co*n/i. 1 Co*n/i. # C.ient ' C.ient " ACO Boro*<h an- Co*nty Co*n/i. The a8o9e @o9er9ie1 an- /om7any history? information is to 8e *7-ate- 2 ma-e s7e/ifi/ to the 4R% H this a..o1s the man*a. to 8e @o*t1ar- fa/in<? an- <i9es the rea-er an o9er9ie1 of the 4R%s /a7a8i.ities0

MRF Name is re<istere- 1ith T2e Environment A*ency as a .i/ense- 1aste han-.er0 The -esi<n an- im7.ementation of the 4R% Came )*a.ity mana<ement system has 8een inf.*en/e- 8y 4R% Cames 7arti/*.ar 8*siness en9ironment an- risks asso/iate- 1ith that en9ironment0 5n a--ition, the system has 8een str*/t*re- to s*77ort the 9aryin< nee-s of the 8*siness, its 7arti/*.ar o8De/ti9es, the ser9i/es it 7ro9i-es, the 7ro/esses it em7.oys anits siEe an- or<anisationa. str*/t*re0 The im7.ementation of the re)*irements of the 5SO 9 1:# 8 internationa. stan-ar- ha9e 8een *se- to meet /*stomer an- stat*tory an- re<*.atory re)*irements a77.i/a8.e to 7ro-*/ts an- ser9i/es0 The im7.ementation an- intera/tion of the system 7ro/esses are mana<e- to 7ro-*/e the -esire- 7ro/ess o*t/ome0 5n re.ation to the 5nternationa. Stan-ar- an- 4R% Cames im7.ementation of 5SO 9 1:# 8 the term F7ro-*/tG a77.ies to the 7ro-*/t inten-e- for, or re)*ire- 8y, a /*stomer or the 7ro-*/t rea.isation 7ro/esses0 This a77.ies to any inten-eo*t7*t res*.tin< from a 7ro-*/t rea.isation 7ro/esses, in/.*-in< 7*r/hasin<0 =here a77ro7riate, stat*tory an- re<*.atory re)*irements are a.so e,7resse- as .e<a. re)*irements0

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Mana*ement system
Quality Mana*ement 4ystem 5QM46

MRF Name has esta8.ishe- a Q4S in or-er to ens*re that the /om7any: 4eets or e,/ee-s the re)*irements an- e,7e/tations of its /*stomers0 Contin*o*s.y monitors, meas*res an- im7ro9es /*stomer satisfa/tion0 Contin*o*s.y monitors, meas*res an- im7ro9es its o1n 7erforman/e0

Thro*<h meetin< these o8De/ti9es, MRF Name seeks to mana<e the effe/ti9e im7.ementation of their =aste Co..e/tion, Sortin<, Re/y/.in< an- Dis7osa. ser9i/es0 The Q4S is -esi<ne- to assist 1ith the i-entifi/ation, intera/tion, /ontro., monitorin<, ana.ysis an- im7ro9ement of a.. key 8*siness 7ro/esses0 These key 7ro/esses are mana<e- to ens*re: Conformin< ser9i/es are -e.i9ere-0 Contro. metho-o.o<ies are in 7.a/e an- effe/ti9e0 A-e)*ate reso*r/es are a9ai.a8.e :in/.*-in< /om7etent 7ersonne.;0 Con>/onformities are 7re9ente-0 4eas*ra8.e )*a.ity o8De/ti9es are satisfie-0 1:# 8 an- the

The effe/ti9eness of the Q4S is re<*.ar.y a*-ite-, re9ie1e- an- im7ro9e- in a//or-an/e 1ith 5SO 9 nee-s of the 8*siness0

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DRAFT Quality Manual & Template 1

MRF NAME

=here 7ro/esses are o*tso*r/e- :e0<0 mana<ement system /ons*.tan/y, Hea.th I Safety s*77ort et/; a77ro7riate /ontro. o9er these 7ro/esses is im7.emente-0 This in/.*-es 9en-or e9a.*ation an- se.e/tion, 7ro-*/t 9erifi/ation ans*8/ontra/tor monitorin< 2 fee-8a/k0 )( )(1 Documentation re7uirements 8eneral

The MRF Name 4S /om7rises three main 7arts, the Q*a.ity 4an*a. :Q4;, the Q*a.ity 6ro/e-*res :Q6s > in-e,e- in A77en-i, 1; an- MRF Name 7ro/ess -o/*ments :instr*/tions;0 These are s*77orte- 8y asso/iate- /ontro.s an- a ran<e of Re/or-s an- %orms :Q%s;, 1hi/h are referen/e- from ea/h 7ro/e-*re 1here a77ro7riate0 A.. Q4S -o/*mentation ne/essary to s*77ort the key 8*siness 7ro/esses has 8een 7re7are- in a//or-an/e 1ith the re)*irements of a77.i/a8.e stan-ar-s0 )(( Quality manual 1:# 8 1ith the fo..o1in<

The MRF Name mana<ement system is -esi<ne- to a--ress a.. the re)*irements of 5SO 9 e,/.*sions: 5SO 9 1:# 8, !0' Desi<n an- De9e.o7ment

The intera/tions 8et1een the 7ro/e-*res an- 7ro/esses referen/e- in this man*a. are s*mmarise- in A77en-i, "0 )() 9ontrol o$ #ocuments

Cote: (,/.*sions /an 8e .imite- to /.a*se ! of 5SO 9 1 an- m*st 8e D*stifie- an- m*st not affe/t the 4R%s a8i.ity to meet /.ient anstat*tory an- re<*.atory re)*irements0

The maDority of the /om7any?s Q4S -o/*ments are stored in an electronic format on shared drives / company net or! 0 5n .ine 1ith this mana<ement of e.e/troni/ -o/*ments, a /om7*ter 8a/k*7 system is *se- to 7ro9i-e a77ro7riate -o/*ment an- -ata 7rote/tion0 A.. /ontro..e- -o/*ments are a77ro9e-, re9ie1e-, *7-ate- an- /ontro..e- in a//or-an/e 1ith Q.!1' 9ontrol o$ Documents .roce#ure0 On.y the .atest iss*e of any -o/*ment is maintaine-0 5f it is ne/essary to ho.- s*7erse-e-o/*ments, these 1i.. 8e i-entifie- a//or-in<.y0 Chan<es to /ontro..e- -o/*ments are ma-e in a//or-an/e 1ith Q.!10 A re<ister is ke7t for a.. /ontro..e- -o/*ments anhar- /o7ies of the 4an*a. an- asso/iate- 7ro/e-*res 2 7ro/ess -o/*ments are maintaine- as referen/e /ontro..e- /o7ies0 =here 7ro/ess -o/*ments are more 1i-e.y -istri8*te- as /ontro..e- /o7ies :e0<0 =ork 5nstr*/tion;, these are .o<<e- an*7-ate- in a /ontro..e- manner thro*<h a Re<ister of Contro..e- Do/*ments0 Do/*ments of e,terna. ori<in, -etermine- 8y the or<anisation to 8e ne/essary for the 7.annin< an- o7eration of the Q4S, are a.so a77ro7riate.y /ontro..e-0 )(+ 9ontrol o$ recor#s

The /ontro. of re/or-s an- -ata that 7ro9i-e e9i-en/e of /onforman/e to re)*irements an- the effe/ti9e o7eration of the )*a.ity of ser9i/es an- is -o/*mente- in Q.!(' 9ontrol o$ Recor#s .roce#ure A.. -o/*ments referen/e- from Q.!( are store- in either har- /o7y or e.e/troni/ form for the retention time s7e/ifie-0 This retention time is 8ase- on 8*siness, re<*.atory an- /*stomer re)*irements0 The -ata is store- in s*/h a 1ay as to a..o1 easy /ross>referen/e an- retrie9a., ith !ey records stored on comp"ter systems #eing #ac!ed "p periodically thro"gh MRF Name $% facilities&

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Mana*ement responsibility
Mana*ement commitment

4ana<ement /ommitment to the -e9e.o7ment, im7.ementation an- im7ro9ement of the mana<ement system is -emonstra8.e thro*<h the /ontin*a. /omm*ni/ation of )*a.ity re)*irements, esta8.ishin< an- s*77ort of )*a.ity 7o.i/y ano8De/ti9es, the f*.. 7arti/i7ation in mana<ement re9ie1s, an- the 7ro9ision of a77ro7riate reso*r/es0 +( 9ustomer $ocus

C*stomer satisfa/tion is monitore- an- enhan/e- thro*<h ens*rin< /*stomer re)*irements for the ser9i/es offere- are -etermine- an- *n-erstoo- :1hether f*..y s7e/ifie- or not;0 C*stomer satisfa/tion is monitore- *sin< a77ro7riate an-o/*mente- meas*res0

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+) Quality policy

MRF NAME

A Q*a.ity 6o.i/y has 8een 7ro-*/e-, re9ie1e- an- a77ro9e- to ens*re it is a77ro7riate to the 8*siness, -emonstrates /ommitment to the a/hie9ement of )*a.ity an- s*77orts /ontin*a. im7ro9ement0 The 7o.i/y is a.so *se- to 7ro9i-e a frame1ork for )*a.ity o8De/ti9es0 The 7o.i/y is sho1n in A77en-i, # an- a si<ne- /o7y of this 7o.i/y statement is -is7.ayean- is /omm*ni/ate- to a.. staff0 The 7o.i/y is ma-e a9ai.a8.e to the 7*8.i/ 9ia the MRF Name 1e8 site an- is re9ie1e- at 7erio-i/ 4ana<ement Re9ie10 ++ ++1 .lannin* Quality ob1ectives

4eas*ra8.e o8De/ti9es ha9e 8een form*.ate- an- /omm*ni/ate- to a.. 7ersonne. as a77ro7riate0 6ro/e-*res, 7ro/esses an- mana<ement system /ontro.s ha9e 8een -e9e.o7e- to he.7 ens*re that these o8De/ti9es are met0 The res*.ts of mana<ement system effe/ti9eness an- /*stomer satisfa/tion monitorin< is ana.yse- an- re9ie1e- in /onD*n/tion 1ith these o8De/ti9es0 ++( Mana*ement system plannin*

6.annin< a/ti9ities are *n-ertaken to ens*re the re)*irements for )*a.ity 1i.. 8e met thro*<h the im7.ementation anim7ro9ement of the mana<ement system0 This in/.*-es maintainin< the inte<rity of the system -*rin< any si<nifi/ant /han<es0 +, +,1 Responsibility' aut2ority an# communication Responsibility an# aut2ority The res7onsi8i.ities an- a*thorities -o/*mente- in this se/tion "0$01 are sam7.es an- nee- to 8e a-D*ste- for the 4R%s o1n or<anisation0 The man*a. sho*.- in/.*-e res7onsi8i.ities of the mana<ement team an- staff that ha9e a s7e/ifi/ res7onsi8i.ity in re.ation to the mana<ement system0 The res7onsi8i.ities of key staff are <enera..y -efine- 8y 'o# role description/contract of employment0 Core res7onsi8i.ities are -etai.e- 8e.o10 5n-i9i-*a. o7erationa. res7onsi8i.ities of other 7ersonne. are -efine- in the re.e9ant o7erationa. 7ro/e-*res0 4ana<in< Dire/tor The MRF Name Managing (irector is *.timate.y res7onsi8.e for )*a.ity of ser9i/e -e.i9ery an- ens*rin< a.. Com7any em7.oyees are a1are of the Com7anyJs Q*a.ity 6o.i/y0 Res7onsi8i.ities in/.*-e the fo..o1in<: (sta8.ishin< the .on<>term strate<y an- 7o.i/y for the /om7any?s o7erations0 (ns*rin< that the /om7any has the /om7eten/e an- reso*r/es to f*.fi. its 8*siness an- mana<ement system o8De/ti9es, an- to -e.i9er a<ainst the a<ree- strate<y0 4onitorin<, meas*rement, ana.ysis, re9ie1 an- im7ro9ement of the 7erforman/e of the /om7any?s o7erations a<ainst the /ore meas*ra8.e )*a.ity o8De/ti9es, an- a<ainst the o9era.. /om7any o8De/ti9es0 Hea.th I Safety as -efine- 1ithin the /om7any Hea.th I Safety 6o.i/y0 6ersonne. 2 7ro9ision of a-e)*ate reso*r/es0 The 4ana<in< Dire/tor has a77ointe- a 4ana<ement Re7resentati9e :MRF Manager; 1ith res7onsi8i.ity an- a*thority for mana<in< the inte<rate- 4ana<ement System0 The 4ana<in< Dire/tor 1i.. -e7*tise in /arryin< o*t ro*tine Q*a.ity mana<ement a/ti9ities in the a8sen/e of the 4ana<ement Re7resentati9e0 Management Representative (MRF Manager) The Management Representative is res7onsi8.e for: (ns*rin< the Com7anyJs )*a.ity system remains effe/ti9e an- /ontin*es to meet the )*a.ity 7o.i/y, )*a.ity o8De/ti9es an- re)*irements of the 8*siness0 O9erseein< the 5nterna. a*-itin< 7ro/ess0 6ro9i-in< a77ro7riate in7*t to 7erio-i/ mana<ement re9ie1s0 The MRF Manager is the Q*a.ity 4ana<ement Re7resentati9e0 An o9er9ie1 of these res7onsi8i.ities are o*t.ine- in se/tion $0$0# 8e.o10 MRF Manager The MRF Manager is res7onsi8.e for AA Other responsi#ilities incl"de the implementation and active participation in individ"al)s a areness and "nderstanding of the company)s *ealth + ,afety system&

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MRF NAME

Operations Manager %he Operations Manager is responsi#le for the operational activities #oth ithin the company and on-site locations& %his incl"des ."ality of or!/ allocation of s"ita#ly trained and ."alified staff/ adherence to set proced"res/ co-ordination of all site related activities / re."irements/ incl"ding *ealth + ,afety concerns and 0egislative and Reg"latory re."irements& 1here some of the a#ove is delegated to assigned staff/ this is identified in related proced"res0 2"rchasing %he 2"rchasing %eam are responsi#le for all p"rchasing and p"rchase related activities& %his incl"des3 office / general cons"ma#les/ *ealth + ,afety standard iss"e items (clothing/ 224 etc)/ s"#contract services/ s"pplier eval"ation/ and the integrity/ storage and stoc! control of delivera#les& *ealth + ,afety Manager %he *ealth + ,afety Manager is responsi#le for5 $mplementation of the company)s *ealth + ,afety regime as dictated #y legislative directives& 4ns"ring safe or!ing practices are satisfactorily implemented and s"pervised as appropriate to individ"als "nderstanding and training& 6nderta!ing of site ris! assessments& $nvestigating/ recording and reporting services related accidents/ near misses and individ"als ill health potentially res"lting from or! "nderta!en& 4sta#lishing contin"o"s dialog"e ith employees ith respect to *ealth + ,afety concerns/ iss"es and in-ho"se training/ and the maintenance of records to s"pport s"ch "nderta!ings& 4ns"ring *ealth + ,afety (irectives are follo ed& Advising senior management and concerned parties of changes in *ealth + ,afety legislation/ cods of practice and ind"strial related standards& Reporting details of accidents/ dangero"s occ"rrences or diseases that are notifia#le to the enforcing a"thority& 0iaising ith external cons"ltants on *ealth + ,afety iss"es hich may #e detrimental to the staff or company& 0iaising ith external organisations/ incl"ding emergency services etc/ as applica#le& %he maintenance of a sched"le of stat"tory examinations of plant and e."ipment and informing managers of impending examinations& %he maintenance and cali#ration of *ealth + ,afety e."ipment etc& Maintenance ,"pervisor %he Maintenance ,"pervisor is responsi#le for the general "p!eep of company vehicles and "tilities to ens"re ongoing road orthiness& ,ched"ling six- ee!ly vehicle chec!s and recording / reporting concerns identified& %hey are also responsi#le for raising p"rchase re."ests for appropriation of spares / vehicle re."irements& Note: Ma'or defects / maintenance re."irements are s"#contracted to main dealerships as applica#le to 'o# re."irements& (rivers / ,ite 4ngineers (rivers / ,ite 4ngineers are responsi#le for "nderta!ing assignments as defined / directed #y the iss"e of 'o# sheets and conforming to site / client directives incl"ding specified *ealth + ,afety constraints / directives& %hey are also responsi#le for the completion of all site related doc"mentation specific to the 'o# / driver activities& (rivers are also responsi#le for the daily road orthiness of assigned vehicle and a"xiliary service e."ipment as per the stat"tory r"les laid do n #y the 7ehicle $nspectorate (epartment for %ransport (7O,A)& $dentified concerns are recorded and notified to the appropriate manager for rectification& Q*a.ity A*-itor The Q*a.ity A*-itor is res7onsi8.e for a*-itin< of mana<ement system 7ro/esses an- re7ortin< a*-it fin-in<s to the 4ana<ement Re7resentati9e0 (m7.oyees 5t is the -*ty of a.. em7.oyees to a/t 1ithin the .e<a. res7onsi8i.ities im7ose- *7on them an- the /om7any Q*a.ity 6o.i/y0 A.. em7.oyees are to 8e fami.iar 1ith the en9ironmenta. 7o.i/ies an- 7ro/e-*res of the /om7any0 Kisitors 2 8*siness 7artners Kisitors 2 8*siness 7artners are ma-e a1are of the Q*a.ity 4ana<ement System, /om7any 7o.i/y an- 7ro/e-*res0 D*rin< their time on MRF Names sites, a.. 9isitors are to /on-*/t their 8*siness 1ith -*e /onsi-eration to /reate a minim*m im7a/t on the en9ironment an- o8ser9e the MRF Name Q*a.ity 6o.i/y0 A--itiona. res7onsi8i.ities are -es/ri8e- in the /om7any )*a.ity 7ro/e-*res0 A .ist of these is in A77en-i, 1 of this man*a.0 A77ro7riate reso*r/e 1i.. 8e ma-e a9ai.a8.e essentia. to the im7.ementation, maintenan/e an- im7ro9ement of the inte<rate- mana<ement system0 The /om7any str*/t*re is -o/*mente- in an or<anisation /hart .o/ate- on the net1ork0 5n .ine 1ith 5SO 9 1:# 8, the ro.e of 4ana<ement Re7resentati9e m*st 8e a mem8er of the @or<anisations mana<ement? an- /an no .on<er 8e @s*8/ontra/te-? to an e,terna. /ons*.tant0 The interna. a*-itin< 5ss*e 1 a/ti9ity /an 8e 7ro9i-e- 9ia either ! interna., traine- :/om7etent; reso*r/e or 9ia an e,terna. /ons*.tant0

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DRAFT Quality Manual & Template 1

MRF NAME

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Mana*ement representative

The 4ana<ement Re7resentati9e :4R; is the MRF Manager0 5n a--ition to other res7onsi8i.ities, the 4R has the a*thority an- res7onsi8i.ity for the im7.ementation an- maintenan/e of the Q4S in a//or-an/e 1ith 5SO 9 1 re)*irements0 5n this res7e/t, the 4ana<ement Re7resentati9e has <enera. res7onsi8i.ity for: 5m7.ementation, o7eration an- maintenan/e of the Q4S0 Re7ortin< the effe/ti9eness of the Q4S to the 4ana<ement Team0 6romotin< /*stomer a1areness thro*<ho*t the or<anisation0 5-entifyin< areas of 8*siness an- Q4S im7ro9ement0 %a/i.itatin< the im7.ementation of 7re9enti9e an- /orre/ti9e a/tions0 +,) 9ommunication

The Managing (irector 1i.. ens*re that information re<ar-in< the 7erforman/e an- effe/ti9eness of the 4ana<ement System is /omm*ni/ate-, thro*<h the 4ana<ement Re7resentati9e, to the or<anisation0 Bey 8*siness information, 7erforman/e a<ainst tar<ets an- effe/ti9eness of the Q4S is /omm*ni/ate- to the 4ana<ement Team at monthly meetings& %his information is cascaded thro"gho"t the company as appropriate #y hardcopy and electronic means& ++-1 Mana*ement revie% 8eneral

The /ontin*e- s*ita8i.ity, a-e)*a/y an- effe/ti9eness of the 4S is re9ie1e- 8y Senior 4ana<ement at .east ann*a..y0 This 1i.. in/.*-e an assessment of any im7ro9ement o77ort*nities an- the nee- for any /han<es to the 4S, in/.*-in< 7o.i/y ano8De/ti9es0 A re/or- of a.. 4ana<ement Re9ie1 4eetin<s is maintaine-0 +-( Revie% input

The re9ie1 in7*ts in/.*-e, 8*t are not .imite- to: %o..o1 *7 a/tions from 7re9io*s re9ie1s0 Res*.ts of interna. a*-its0 C*stomer fee-8a/k, /om7.aints an- ana.ysis0 6ro/ess 7erforman/e an- ser9i/e /onformity0 Stat*s of /orre/ti9e an- 7re9enti9e a/tions0 Chan<es affe/tin< the 4ana<ement System0 5m7ro9ement re/ommen-ations0 +-) Revie% output

The o*t7*ts from this re9ie1 1i.. in/.*-e a/tions an- -e/isions in re.ation to: 5m7ro9ements in the effe/ti9eness of the Q4S0 Re)*ire- reso*r/es 2 trainin< re)*irements0 Re)*ire- a*-its0 C*stomer ser9i/e an- -e.i9ery im7ro9ements0 %*rther -etai.s are <i9en in the Mana*ement Revie% proce#ure' Q.!)

,!
,1

Resource mana*ement
.rovision o$ resources

Senior mana<ement are res7onsi8.e for 7ro9i-in< the ne/essary reso*r/es in terms of 8oth 7ersonne. an- e)*i7ment to ens*re that the 7ro/esses o*t.ine- in the Q4S are /arrie- o*t thro*<ho*t the entire ser9i/e rea.isation 7ro/ess0 Traine- a*-itors are *se- to ens*re that the Q4S is fo..o1e- an- that im7ro9ements that enhan/e /*stomer satisfa/tion are /arrie- o*t in a /ontro..e- manner0 A*-itin< is /arrie- o*t 8y 7ersonne. in-e7en-ent of the 7ro/ess 8ein< assesse-0

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,( ,(1 :uman resources 8eneral

MRF NAME

5t is MRF Names 7o.i/y that 7ersonne. 7erformin< 1ork affe/tin< )*a.ity are /om7etent 8ase- on a77ro7riate e-*/ation, trainin<, ski..s an- e,7erien/e0 This is 9erifie- thro*<h a*-it an- re9ie1, an- is re/or-e- as a77ro7riate in an in-i9i-*a.?s 7ersonne. fi.e0 COT(: Conformity to 7ro-*/t re)*irements may 8e affe/te- -ire/t.y or in-ire/t.y 8y 7ersonne. 7erformin< any task 1ithin the )*a.ity mana<ement system0 ,(( 9ompetence' a%areness an# trainin*

The reso*r/e an- /om7eten/y re)*irements for tasks or ro.es that affe/t )*a.ity are e9a.*ate- an- re/or-e- 8y 1ay of 'o# descriptions/contracts of employment an- the re.e9ant )*a.ity re/or-s i0e0 s!ills matrices and training and personnel records0 The effe/ti9eness of trainin< /arrie- o*t is re/or-e- an- e9a.*ate- thro*<h the /om7eten/e that has 8een a/hie9e-0 Contro. of the trainin< 7ro/ess is in a//or-an/e 1ith 7ro/e-*re Resource Mana*ement Q.!+ A.. ne1 em7.oyees are taken thro*<h an in-*/tion 7ro/ess to /om7.y 1ith )*a.ity an- Hea.th I Safety re)*irements0 %he ind"ction also covers company #ac!gro"nd/ facility and materials / service a areness and c"stomer familiarisation& Trainin< is a9ai.a8.e for a.. em7.oyees an- is 7.anne- an- re/or-e- 8y the *se of s!ills matrices / individ"al training records0 The effe/ti9eness of 8oth interna. an- e,terna. trainin< is e9a.*ate- an- re/or-e-, an- s*8se)*ent /orre/ti9e a/tions are im7.emente- as re)*ire-0 A re9ie1 of trainin< effe/ti9eness an- on<oin< re)*irements is /arrie- o*t at .east ann*a..y an- trainin< re/or-s are maintaine-0 ,) In$rastructure

A.. f*n/tiona. areas are 7ro9i-e- 1ith the infrastr*/t*re re)*ire- to a/hie9e /onformity to 8*siness an- )*a.ity re)*irements0 This in/.*-es 8*i.-in<s, 1orks7a/e, e)*i7ment, 9ehi/.es, /omm*ni/ations, information systems ans*77ortin< ser9i/es0 The s*ita8i.ity of 8*i.-in<s, e)*i7ment, 7.ant, ma/hinery an- 1orks7a/e is re9ie1e- -*rin< mana<ement re9ie1 an7erio-i/ interna. mana<ement meetin<s0 ,+ ;or<in* environment

A77ro7riate 1orkin< en9ironments ha9e 8een /onsi-ere- an- im7.emente- in a/hie9in< ser9i/e /onformity0 These in/.*-e a77ro7riate offi/e s7a/e, 5T infrastr*/t*re, *ti.ities an- fa/i.ities0 Hea.th I Safety iss*es are /onsi-ere- an- a77ro7riate 7ra/ti/es im7.emente- to ens*re safe 1orkin< /on-itions0 COT( The term L1ork en9ironmentL re.ates to /on-itions *n-er 1hi/h 1ork is 7erforme- in/.*-in< 7hysi/a., en9ironmenta. an- other fa/tors :s*/h as noise, tem7erat*re, h*mi-ity, .i<htin<, or 1eather;0

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-1

MRF NAME

.ro#uct an# service realisation


.lannin* o$ pro#uct an# service realisation

6.annin< of 7ro-*/t :o*t7*t materia.; an- ser9i/e rea.isation is /arrie- o*t at the initia. 7hase of a maDor /ontra/t or the intro-*/tion of a ne1 aste / o"tp"t materials an- ser9i/e0 This 7ro/ess may in/.*-e the re9ie1 an- 7.annin< of )*a.ity o8De/ti9es an- re)*irements for the o*t7*t materia. 2 ser9i/e, the -o/*ments an- reso*r/es re)*ire-0 The 7.annin< of o*t7*t materia. an- ser9i/e rea.isation a.so in/.*-es the re)*ire- 9erifi/ation, 9a.i-ation, monitorin<, meas*rement, ins7e/tion an- test a/ti9ities s7e/ifi/ to the ser9i/e an- the /riteria for o*t7*t materia. a//e7tan/e0 %or any maDor ne1 7roDe/ts, 7roDe/t mana<ement a/ti9ities an- 7.annin< is /arrie- o*t -*rin< the /on/e7t 7hase of a 7roDe/t0 -( -(1 9ustomer relate# processes Determination o$ customer re7uirements

MRF Name re9ie1 a.. en)*iries, or-ers an- /ontra/ts re/ei9e- from /*stomers to ens*re that their re)*irements /an 8e met in f*.. an- any am8i<*ities reso.9e-0 This -etermination an- /a7t*re of 7ro-*/t re)*irements in/.*-es the /.arifi/ation an- a<reement of /*stomer re)*irements in/.*-in< a/ti9ity s/o7e an- ser9i/e re)*irements0 Any re)*irements not s7e/ifie- 8y the /*stomer 8*t ne/essary for 7ro-*/t or ser9i/e im7.ementation or /om7.ian/e 1ith any re.ate- stat*tory anre<*.atory re)*irements are a.so /onsi-ere- to 8e a 7art of this 7ro/ess0 Determination of o*t7*t materia. 2 ser9i/e .e9e. re)*irements in/.*-e the stat*tory an- re<*.atory re)*irements a77.i/a8.e to the a/ti9ity an- any a--itiona. re)*irements /onsi-ere- ne/essary 8y the 4R%0 This may in/.*-e 7ost ser9i/e -e.i9ery a/ti9ities0 6ost -e.i9ery a/ti9ities may in/.*-e a/tions *n-er /ontra/t*a. o8.i<ations s*/h as s*77ort ser9i/es ans*77.ementary ser9i/es0 -(( Revie% o$ customer re7uirements

A.. /*stomer or-ers 2 /ontra/ts are re9ie1e- to ens*re that ser9i/e, )*antity an- -e.i9ery re)*irements /an 8e satisfie-0 Re/y/.ate re/ei9e- as 7art of an e,istin< /ontra/t is re9ie1e- to ens*re a.i<nment 1ith e,istin< en)*iries or or-ers0 Any /onf.i/t 1ith the stan-ar- o7erationa. 7ro/esses are referre- 8a/k to the /*stomer for reso.*tion0 Or-ers or en)*iries for ne1 or non>stan-ar- re/y/.in< ser9i/es are re9ie1e- an- referre- to the 4ana<in< Dire/tor to esta8.ish 1hether /*rrent 7ro/esses an- /ontro.s are s*ita8.e0 Any /han<es to or-er re)*irements are re9ie1e- an/omm*ni/ate- to other f*n/tions 1ithin the /om7any0 Re/or-s of these re9ie1s are maintaine-0 %*rther -etai.s are <i9en in 7ro/e-*re Q.!,' 9ustomer .rocesses -() 9ustomer communication

Ca7a8i.ity, fa/i.ity an- ser9i/e information is s*77.ie- to /*stomers 9ia 1e8 site, 8ro/h*res, emai. an- thro*<h -ire/t sa.es 2 7ersona. /onta/ts0 Comm*ni/ations s*/h as en)*iries, )*otes, or-ers an- amen-ment -etai.s are a77ro7riate.y store- an- i-entifie- 8y /*stomer an- /ontra/t n*m8er0 C*stomer fee-8a/k is 7roa/ti9e.y so*<ht 9ia -ire/t /onta/t an- satisfa/tion monitorin<0 Com7.aints are -o/*mente- an- re/or-e- in a//or-an/e 1ith Q.1(' Monitorin*' Measurement an# Improvement0 -(+ Desi*n an# #evelopment

(,/.*-e- H no -esi<n or -e9e.o7ment a/ti9ities are /*rrent.y /arrie- o*t 8y MRF Name& -+ -+1 .urc2asin* Evaluation an# selection o$ partners an# suppliers

S*77.iers an- s*8/ontra/tors are se.e/te- on their a8i.ity to 7ro9i-e )*a.ity <oo-s an- ser9i/es, -e.i9ere- on time an- at the ri<ht 7ri/e0 A.. s*77.iers, in/.*-in< o*tso*r/e 7artners, are s*8De/te- to a s*77.ier )*a.ity ass*ran/e 7ro/ess0 The .e9e. an- -e7th of this 7ro/ess -e7en-s on the im7a/t the s*77.ie- 7ro-*/t or ser9i/e has on ser9i/e rea.isation0 A .ist of a77ro9e- s*77.iers is maintaine- an- their 7erforman/e monitore-0 S*8/ontra/tors are re9ie1e- on an ann*a. 8asis to esta8.ish their s*ita8i.ity to a/t on MRF Names 8eha.f0 MRF Name rea.ise the im7ortan/e of fosterin< <oo- s*77.ier re.ationshi7s0 A.. key s*77.iers ha9e 8een ma-e a1are of re)*irements in

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MRF NAME

terms of )*a.ity an- re<*.atory re)*irements, -e.i9ery an- 7ri/e an- they are en/o*ra<e- to hi<h.i<ht any /on/erns they may ha9e a8o*t meetin< these re)*irements0 The /riteria for se.e/tion an- e9a.*ation of s*77.iers are /ontaine- in the .urc2asin* .roce#ure Q.!-+( .urc2asin* in$ormation

N"m#ered p"rchase orders are "sed for the 7*r/hase of a.. key <oo-s an- ser9i/es0 Or-er n*m8ers are <enerate- anre/or-e- 9ia a 7*r/hase or-er system0 6*r/hase or-ers /ontain s*ffi/ient -etai.s to a//*rate.y -es/ri8e the 7ro-*/t or ser9i/es or-ere-, an- 1i.. 8e s*77orte- 8y -etai.e- 7*r/hasin< information s*/h as s*77.y a<reements or s7e/ifi/ations 1here a77ro7riate0 A77ro9a. of 7*r/hase or-ers is in a//or-an/e 1ith 6*r/hasin< 6ro/e-*re Q6 &0 -+) =eri$ication o$ purc2ase# pro#uct

S*ita8.e 9erifi/ation -o/*mentation is re)*este- from s*77.iers as a77ro7riate0 This -o/*mentation is re)*este- 9ia the 7*r/hase or-er an- /an in/.*-e /ertifi/ates of /onformity an- asso/iate- -ata0 5f re)*ire- 1ithin the /ontra/t, arran<ements for the /*stomer to 9erify 7*r/hases an- s*8/ontra/te- 1ork 1i.. 8e 1ritten into the 7*r/hase or-er0 =here a77ro7riate, an in/omin< ins7e/tion 1i.. 8e /arrie- o*t in a//or-an/e 1ith 6*r/hasin< 6ro/e-*re Q6 &0 -, -,1 .ro#uction an# service provision 9ontrol o$ pro#uct an# service provision

Materials are separated #y man"al and mechanical means ith ro"tine inspection at all stages of the process& These ser9i/es are 7erforme- *n-er /ontro..e- /on-itions0 This in/.*-es:


-,(

The *se of 1ork instr*/tions :1here ne/essary;0 4onitorin< an- 9erifi/ation of materia.s an- ser9i/es0 Stan-ar- 1orkin< metho-s0 5-entifi/ation of stan-ar-s of a//e7ta8.e 1ork to 8e a/hie9e- 8y staff0 =ali#ation o$ processes

=hi.e the o*t7*t from ser9i/e 7ro9ision 7ro/esses are 9erifie- thro*<h s*8se)*ent monitorin< or meas*rement, the /a7a8i.ities of a.. ser9i/e 2 re/y/.in< 7ro/esses are re<*.ar.y monitore- to a/hie9e on<oin< im7ro9ement an- re>9a.i-ation0 An in-process re'ect / hold system is in place and is "sed to identify aste / o"tp"t materials / services that do not comply ith specification/ c"stomer re."irements or environmental directives at any stage& Records are !ept of all shipment and disposal activities to demonstrate conformance of service& - , ) I#enti$ication an# traceability A "ni."e or!s order n"m#er identifies all or! #eing processed/ and is allocated on receipt of an order& %his n"m#er is recorded on all doc"mentation associated ith that individ"al material recover process and affords materials tracea#ility thro"gho"t the initial receipt / sorting and #aling to final dispatch / disposal& -,+ 9ustomer property A..o/ation of *ni)*e a/ti9ity i-entifiers re)*ires re9ie10 This m*st in/.*-e D*ty of Care referen/es that are re)*ire- on =aste Transfer Cotes0

=hen /*stomer?s 7ro7erty, site, materia., sam7.es, 7ro-*/ts et/0 are ma-e a9ai.a8.e to the /om7any they 1i.. 8e treate- as a s*77.ier for the 7*r7ose of the 4ana<ement System re)*irements0 C*stomer?s 7ro7erty that is .ost, -ama<e- or other1ise *ns*ita8.e for /o..e/tion 2 -is7osa. is re/or-e- an- re7orte- to the /*stomer an- senior mana<ement0 A.. em7.oyees are res7onsi8.e for takin< /are of /*stomer?s 7ro7erty at a.. times0 %ree iss*e materia. or 7ro7erty is treate- as if re/ei9e- from a s*77.ier0 %*rther -etai.s of ser9i/e 7ro9ision, 9a.i-ation of 7ro/esses, i-entifi/ation an- tra/e>a8i.ity an- /*stomer 7ro7erty /an 8e fo*n- in 4ervice .rovision an# 3perations .roce#ure Q.!/ an- asso/iate- MRF Name 7ro/ess -o/*ments0

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-,, .reservation

MRF NAME

The 7ro/e-*res for the han-.in<, stora<e, i-entifi/ation an- 7rote/tion of re/y/.ates -*rin< the 4R% 7ro/esses are im7.emente- a//or-in<.y0 1aste materials delivered to the MRF site are received/ processed (sorted) #aled and despatched an- in an a77ro7riate an- esta8.ishe- safe an- re/o<nise- manner to ens*re that no si<nifi/ant -ama<e or -eterioration o//*rs that /o*.- res*.t in re-*/tion of materia. )*a.ity an- 2 or any 7otentia. stat*tory or en9ironmenta. /onse)*en/es0 2rotective garments and appropriate transfer e."ipment is s"pplied d"ring each process stage to protect personnel and preserve the conformity of the recycling activity at all times& A.. re/y/.a8.e materia.s are han-.e- safe.y an- /aref*..y so that no -eterioration o//*rs -*rin< trans7ortation to their -estination0 6rote/ti9e /.othin< is 1orn at a77ro7riate sta<es -*rin< the 4R% 7ro/esses0 -9ontrol o$ monitorin* an# measurin* #evices

A.. e)*i7ment 2 9ehi/.es that are *se- for 4R% 7*r7oses, Hea.th I Safety 7*r7oses, ins7e/tion, meas*rin< an- testin< to -emonstrate the /onforman/e of the ser9i/e 7ro/ess are /ontro..e- an- /a.i8rate-0 %he eigh#ridge is cali#rated on an ann"al #asis& $n addition/ it is s"#'ected to reg"lar verification against a !no n eight& A.. 9ehi/.es an- asso/iate- e)*i7ment is /he/ke- 7rior to *se to ens*re satisfa/tory stat*s 2 fitness for *se0 =here a77ro7riate, /a.i8ration is tra/ea8.e to Cationa. or 5nternationa. Stan-ar-s an- the /a.i8ration stat*s i-entifie-0 =hen the e)*i7ment fai.s, the 9a.i-ity of the *se 7rior to this is assesse- an- a77ro7riate a/tions taken0 %*rther -etai.s are <i9en in 7ro/e-*re Q.!>' 9ontrol o$ E7uipment

/!
/1

Measurement' analysis an# improvement


8eneral

4onitorin<, meas*rement, ana.ysis an- im7ro9ement a/ti9ities are im7.emente- to -emonstrate /onformity of 7ro/esses an- ser9i/es from initia. C*stomer /onta/t thro*<h to fina. a//e7tan/e of im7.emente- ser9i/es 2 -e.i9ere- materia.s0 4onitorin<, meas*rement, ana.ysis an- im7ro9ement 7ro/esses 1i.. a.so 8e im7.emente- to -emonstrate /onformity an7otentia. im7ro9ement of the mana<ement systems0 %*rther -etai.s are <i9en in the Monitorin*' Measurement an# Improvement .roce#ure Q.1!' 1hi/h in/.*-es Corre/ti9e an- 6re9enti9e A/tion0 /( /(1 Monitorin* an# measurement 9ustomer satis$action

The re)*irements of the /*stomer are taken into a//o*nt at a.. sta<es of ser9i/e -e.i9ery, 8y the re/or-in< of /*stomer a//e7tan/e, an- monitorin< of /*stomer satisfa/tion0 This is a/hie9e- 8y re<*.ar /*stomer /onta/t, monitorin< of fee-8a/k an- /*stomer satisfa/tion s*r9eyin< in a//or-an/e 1ith 6ro/e-*re Q61 0 The -ata o8taine- from the a8o9e monitorin< is re7orte- in the form of metri/s -etai.in< /*stomer satisfa/tion a<ainst tar<ets set o*t 8y mana<ement re9ie10 /(( Internal au#it

5nterna. a*-its are 7erforme- 7erio-i/a..y to 9erify the *se an- effe/ti9eness of the )*a.ity systems0 The a*-it 7ro<ramme is 7.anne- an- 7*8.ishe-, takin< into a//o*nt the stat*s an- im7ortan/e of the 7ro/esses to 8e a*-ite- as 1e.. as 7re9io*s a*-it res*.ts0 5nterna. a*-its are /arrie- o*t in a//or-an/e 1ith Internal Au#it .roce#ure Q.!?

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/() Monitorin* an# measurement o$ processes an# services

MRF NAME

4onitorin< an- meas*rement of 7ro/esses is im7.emente- to -emonstrate their a8i.ity to a/hie9e 7.anne- res*.ts0 =here 7.anne- res*.ts are not a/hie9e-, /orre/ti9e a/tion is taken in a time.y manner0 =here a 7ro/ess /an 8e monitore- an- meas*re- -ire/t.y, it 1i.. 8e /on-*/te- thro*<h meas*rement of 7ro/ess /hara/teristi/s0 A 7ro/ess that is *ns*ita8.e for -ire/t meas*rement 1i.. 8e monitore- thro*<h a/ti9ities s*/h as interna. a*-it an- re9ie1 of /*stomer satisfa/tion -ata :1here a77ro7riate;0 The tren-s re/or-e- thro*<h 7ro/ess monitorin< anmeas*rement is re9ie1e- at mana<ement re9ie1s0 Materials are inspected d"ring pic!ing/ #efore #aling and are s"#'ect to final inspection prior to dispatch& On completion/ a 8oods-O"t note ill #e signed to a"thorise dispatch& $n addition/ here the materials are #eing transported via a container/ a photograph of the load ill #e ta!en& /) 9ontrol o$ non-con$ormity

Non-conforming or #adly contaminated materials are s"ita#ly identified #y a la#el or mar!ing/ and segregated into a ."arantine area/ herever possi#le& ,"ppliers are informed of non-conformances and details are recorded in $ncident Reports/ hich are retained and revie ed #y the Managing (irector& 1hen c"stomer complaints are received/ they ill #e recorded/ investigated and corrected to the satisfaction of the c"stomer and the company& Re/or-s of non>/onformity are maintaine- an- ana.yse- as 7art of 4ana<ement Re9ie10 O*t7*t materia. or ser9i/e non> /onformities are re9ie1e- 8y a*thorise- staff in or-er to -etermine any reme-ia. a/tion an- o*t7*ts are s*8se)*ent.y ins7e/te-0 $n the event that an o"tp"t material / service may not f"lly meet specified re."irements/ this may #e reported on a concession (."ality report)& Records of concessions ill #e held #y the Management Representative& %*rther -etai.s are a.so /ontaine- in 7ro/e-*re the Monitorin*' Measurement an# Improvement .roce#ure Q.1! /+ Analysis o$ #ata

A77ro7riate -ata is /o..e/te- an- ana.yse- to -emonstrate the effe/ti9eness of the mana<ement system 7ro/esses an- the e9a.*ation of 1here im7ro9ements in the system /an 8e ma-e0 The -ata <enerate- from monitorin< an- meas*rement or other re.e9ant so*r/es is ana.yse- to 7ro9i-e 7erforman/e information re.atin< to: ) ) ) ) /, /,1 C*stomer satisfa/tion0 Conformity of ser9i/es0 Tren-s 2 /hara/teristi/s of 7ro/esses 2 ser9i/es an- 7re9enti9e a/tion o77ort*nities0 S*77.ier 7erforman/e0

Improvement 9ontinual improvement

O77ort*nities for /ontin*a. im7ro9ement 1i.. 8e i-entifie- thro*<h the re9ie1 of )*a.ity 7o.i/y, o8De/ti9es, a*-it res*.ts, ana.ysis of -ata, /orre/ti9e an- 7re9enti9e a/tions an- mana<ement re9ie10 5m7ro9ements i-entifie- an- im7.emente-, an- the res*.tin< 8enefits are monitore- an- the res*.ts re7orte- at the mana<ement re9ie10 /,( 9orrective action

Any non>/onformities 1i.. 8e ana.yse- to -e9e.o7 /orre/ti9e a/tions that e.iminate /a*se an- 7re9ent re/*rren/e0 4onitorin<, 4eas*rement an- 5m7ro9ement 6ro/e-*re Q61 o*t.ines re)*irements for: Re9ie1in< non>/onformities, in/.*-in< /*stomer /om7.aints0 Determinin< the /a*se of non>/onformities0 (9a.*atin< the nee- for a/tion to 7re9ent re>o//*rren/e0 Determinin< an- im7.ementin< a/tion nee-e-0 Re/or-in< res*.ts of a/tion taken0 Re9ie1in< /orre/ti9e a/tion im7.emente-0

C*stomer /om7.aints are re/or-e- 9ia the Q"ality Reporting system an- are 7rioritise- a//or-in<.y0 The effe/ti9e antime.y im7.ementation of /orre/ti9e a/tions an- /om7.aint reso.*tion is monitore-0

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/,) .reventive action

MRF NAME

A re9ie1 of key 7ro/esses 1i.. 8e /on-*/te- thro*<h a*-it or as in-i/ate- 8y )*a.ity -ata0 This re9ie1 1i.. 8e *se- to i-entify an- e.iminate 7otentia. non>/onformities0 The im7.ementation an- maintenan/e of effe/ti9e 7ro/e-*res is a.so 7art of 7re9enti9e a/tion 7.annin<0 De9e.o7ment of 7re9enti9e meas*res a.so o//*rs as 7art of the ser9i/e 7ro9ision an- /ontra/t 7.annin< 7ro/ess :risk ana.ysis;0 Risk assessments are 7ro-*/e- for a.. ne1 ser9i/e o7erations 2 /ontra/ts0 5n a--ition, a 7ro/ess of /ontin*o*s re9ie1 is a77.ie- to a.. ser9i/es an- 7ro/esses to i-entify 7ossi8.e im7ro9ement o77ort*nities0 %*rther -etai.s of Corre/ti9e an- 6re9enti9e a/tion is <i9en in Monitorin*' Measurement an# Improvement .roce#ure Q.1!

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Appen#i0 1 - In#e0 o$ 7uality system proce#ures
Q.!1 Q.!( Q.!) Q.!+ Q.!, Q.!Q.!/ Q.!> Q.!? Q.1! Contro. of Do/*ments Contro. of Re/or-s 4ana<ement Re9ie1 Reso*r/e 4ana<ement C*stomer 6ro/esses 6*r/hasin< Ser9i/e 6ro9ision an- O7erations Contro. of ()*i7ment 5nterna. A*-its 4onitorin<, 4eas*rement an- 5m7ro9ement :5n/.*-es Contro. of Con>Conformity Corre/ti9e an- 6re9enti9e A/tion;

MRF NAME

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Appen#i0 ( & Quality policy statement

MRF NAME

MRF Name/ aims to 8e/ome a .ea-in< 7ro9i-er of materia. re/o9ery fa/i.ities an- s*77ort ser9i/es0 5n meetin< the a8o9e, MRF Name a.so aims to a/hie9e hi<h .e9e.s of /*stomer satisfa/tion 8y -e.i9erin< re.ia8.e, hi<h )*a.ity, /ost effe/ti9e ser9i/es an- o*t7*t materia.s 1ithin a<ree- timeframes th*s <eneratin< the ret*rns re)*ire- to:

Re1ar- stakeho.-ers for their in9estment0 Re1ar- o*r 7eo7.e for their efforts0 6ro9i-e the f*n-s to s*77ort f*t*re o7erations an- /om7any <ro1th0 6ro9i-e a sta8.e an- enDoya8.e 1ork>7.a/e for the entire team0

MRF name is /ommitte- to the /ontin*a. im7ro9ement of its 7erforman/e 8y the monitorin< of )*a.ity iss*es an- thro*<h in9o.9ement 1ith /*stomers, s*77.iers, re<*.atory a*thorities an- the /omm*nity0 To assist 1ith the a8o9e, MRF name has im7.emente- a 4ana<ement System that meets the re)*irements of 5SO 9 1:# 80 Com7.ian/e an- im7ro9ement is monitore- 8y 7ro/ess meas*res an- interna. a*-its an- is maintaine- 8y the time.y im7.ementation of 7re9enti9e an- /orre/ti9e a/tions0 4eetin< these stan-ar-s is the res7onsi8i.ity of the entire team0 MRF name is therefore /ommitte- to 1orkin< 1ith a.. stakeho.-ers to s*77ort effe/ti9e o7eration of the /om7any?s Q*a.ity 4ana<ement System an- the a/hie9ement of <oa.s an- s7e/ifi/ Q*a.ity O8De/ti9es0 :Ori<ina. si<ne- /o7y he.- in offi/e;0

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Appen#i0 ) & Quality ob1ectives

MRF NAME

5n .ine 1ith the MRF Name Q*a.ity 4ana<ement System, meas*ra8.e )*a.ity :8*siness; o8De/ti9es are o*t.ine- 8e.o10 The -o/*mente- Q*a.ity 6o.i/y has 8een *se- as a frame1ork for these o8De/ti9es0 The meas*ra8.e o8De/ts are -efine- as fo..o1s: 9ustomer 4atis$action: A /*stomer satisfa/tion tar<et of 8 M has 8een a<ree-0 This means that ana.ysis of 7erforman/e satisfa/tion s*r9eys an- fa/tors s*/h as /om7.aints an- asso/iate- fee-8a/k sho*.- in-i/ate an >!@ or more o9era.. satisfa/tion ratin<0 .rocess .er$ormance: Bey 8*siness 7ro/esses ha9e 8een -efine- asN 5n/omin< 4ateria. Re/ei7t, 4ateria. Se<re<ation, 4R% 4aintenan/e, Hea.th I Safety 4ana<ement an- Sa.es0 The tar<ets for these a/ti9ities ha9e 8een a<ree- as fo..o1s: MRF 3perations Le9e. of 5n/omin< 4ateria. Contamination Q*a.ity of O*t<oin< 6a7er Ba.e 4ateria. Q*a.ity of O*t<oin< A.*mini*m Ba.e 4ateria. MRF Maintenance ()*i7ment 3ti.isation On Time 6re9enti9e maintenan/e :ealt2 C 4a$ety Mana*ement C*m8er of near miss 2 re7orta8.e in/i-ents 4ales 6ro7osa. to Contra/t S*//ess Rate A1!@ B?,@ B?>@ B?!@ B>,@ O! , D person D year B))@

Mana*ement 4ystems: The meas*re re.ate- to the /ertifi/ation of the MRF Names 4ana<ement Systems is as fo..o1s: Q*a.ity Certifi/ation Times/a.e (n9ironmenta. Certifi/ation Times/a.e On<oin< Certifi/ation Bo-y fee-8a/k: Before en- mm2yy Before en- mm2yy A ( 4inor Con/onformities 7er a*-it

Internal Au#it: The 7ro/ess meas*re re.atin< to a*-its are -esi<ne- to in-i/ate 7ro/ess effe/ti9eness an- effi/ien/y0 The 7ro/ess meas*res of A*-its /om7.ete- on Time :a<ainst s/he-*.e; an- Le9e. of 6ro/ess Com7.ian/e :Co of Com7.iant fin-in<s /0f0 o8ser9ations 2 non/onformities; are as fo..o1s: A*-its on Time B>!@ 6ro/ess Com7.ian/e Le9e. B>!@ :8ase- of a*-it fin-in<s; 6erforman/e a<ainst these )*a.ity o8De/ti9es an- their asso/iate- tar<ets 1i.. 8e re9ie1e- at 7erio-i/ 4ana<ement Re9ie1 meetin<s0

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Appen#i0 + & .rocess interaction

MRF NAME

Q*a.ity Ass*ran/e H Do/*ment Contro. :Q6 1;, Contro. of Re/or-s :Q6 #;, 4ana<ement Re9ie1 :Q6 ';

S*77ort 6ro/esses H Reso*r/e 4ana<ement :Q6 ";, 6*r/hasin< :Q6 &;, Ca.i8ration :Q6 8;

Ser9i/e 6ro9ision an- O7erations :Q6 !; B*siness 6.annin< C*stomer 6ro/esses :Q6 $; 4aintenan/e 2 Contro. of ()*i7ment :Q6 8;

C*stomer S*77ort 6ro/esses Ser9i/e De.i9ery anA//e7tan/e 4onitorin<, 4eas*rement, 5m7ro9ement an- 5nterna. A*-its :Q6 9 an- Q61 ;

C*stomer Comm*ni/ation :Q6 $;, C*stomer Satisfa/tion :Q61 ;

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