Iso 17020 - 2012 Sample Quality Manual

HELLENIC REGISTER OF SHIPPING
QUALITY MANAGEMENT SYSTEM
QUALITY MANUAL
(Revision 21)
June 2013
Prepared by: ANZ

QUALITY POLICY
MESSAGE FROM THE CHAIRMAN OF THE BOARD OF DIRECTORS
Since its foundation in 1919, H.R.S. has striven to promote the safety of life, property and the natural
environment, through the development and verification of standards for the design, construction and
maintenance of marine related facilities. Its activities have been widely and successfully expanded to the
industrial sector, and to new activities concerning the quality system certification, the environmental
management systems and the safety management certification.
Our long traditions and values, based on the efficiency, integrity, credibility, professionalism and high sense of
responsibility of our staff, entitle our customers to expect that the services offered to them cover their needs,
in the sense of statutory and regulatory requirements. They may also expect a constant improvement of the
quality of our services.
Safety and pollution prevention at sea may be effectively enhanced by strictly applying international
conventions, codes and resolutions, while broadening the perception that safety and productivity should never
be seen as opposing or mutually excluded objectives.
H.R.S. has established its Quality Management System based on the International Standard ISO 9001:2008
which is in line with ISO/IEC 17020, EN 45011 and ISO/IEC/17021. The system is strictly bound to satisfy also
the requirements of Regulation (EC) No 391/2009.
The H.R.S. Top Management in the frame of its commitments:
Determines and manages the numerous link activities needed, in order to enable the transformation of
inputs into valuable outputs, thus establishing the necessary “process approach”
Reviews and improves the process approach and procedures followed for improving the effectiveness of
the quality system to enhance customer satisfaction by meeting customers’ requirements.
Establishes measurable quality objectives for providing our customers with clear, reliable, accurate
impartial and speedy services giving to safety and pollution prevention the highest priority.
Provides the necessary resources for the productive and effective function of all company’s departments.
Invests in the continuous awareness and training of the personnel so as to enhance quality in every
activity.
Ensuring that quality policy is well understood and adopting the principle of continuous improvement.
Recognizes and awards teamwork as well as every individual effort leading to improvement.
Ensuring that our Organization’s Rules and Regulations, as well as its Quality Management System are
developed and kept updated in a systematic manner.
On behalf of H.R.S. I undertake the obligation to implement the quality policy throughout the Company and to
observe all its provisions.
I delegate the Quality Management Director to ensure that this commitment is respected throughout the
Society.
I call every member of H.R.S. to participate in attaining this goal with enthusiasm, professionalism, team spirit
and high sense of responsibility.
The implementation of H.R.S. Quality Management System commenced the 12th of May 1995.
Piraeus, 7 December 2012 D. Kalophonos - Chairman

CODE OF ETHICS
The nature of the services offered by our Society, along with its long tradition, call for the absolute respect of the following
Code of Ethics:
We shall refrain from any improper or questionable methods, including the use of false, incorrect, incomplete or
tendentious information, in soliciting work and we shall decline to pay or to accept commissions for securing such work.
We shall not use unethical means to obtain advancement in the marine field or to impair others in the marine society.
We shall consider all submitted information and survey reports to be confidential and their contents or copies shall not be
made available to another party, except as defined in the Rules of H.R.S., required by applicable legislation, court order,
legal proceeding, adherence to Flag State requests or by Owner’s authorization. Information contained in H.R.S.’ Register
including due dates of periodical surveys are considered public information and available to any interested Parties.
Special obligations stipulated by individual contracts must always be respected.
Our surveyors and our staff members shall not be engaged in any activities that may conflict with their independence of
judgment and integrity, in relation to their inspection activities. In particular they shall not carry out class or statutory work
if it is identical with or has business, personal or family links to the shipowner or operator. They shall not be the designer,
manufacturer, supplier, installer, purchaser, user or maintainer of the items they inspect, nor the authorized representatives
of any of these parties. Finally, they shall not become directly involved in the design, manufacture, supply, installation, use
or maintenance of the items inspected.
We shall not intentionally ignore existing dual classification arrangements with another society and we shall not prevent
the other society from participating directly in a survey on a vessel which enjoys dual classification, should they wish to do
so.
We shall favour the participation of another EU recognized organization in an investigation carried out by the flag
administration and/or by another government otherwise involved or investigations performed in lieu of or taking the place
of such investigations, for a casualty of a ship classed with H.R.S.
If H.R.S. is involved in such investigation into a ship not classed with H.R.S., we shall inform the society with which the ship
is concerned is classed.
We shall choose our partners freely and shall withstand any pressure. Any employee, collaborator or representative, who
experiences any kind of pressure, intending to influence his operations or actions, must immediately report the incident to
his superior, who will decide on the measures to be taken.
Disciplinary actions should be taken against any employee, collaborator or representative who yielded to such pressures or
failed to report such an incident.
We shall prove independence of the parties to whom we offer our services, and impartiality to justify our role as third party.
All interested parties shall have access to the services offered by our society, without any undue financial or other
conditions or discriminations.
We shall continuously prove integrity and competence.
We shall not issue, stamp or endorse any certificates / documents without performance of the respective surveys and / or
the required appropriate actions.
Piraeus, 7 December 2012 D. Kalophonos - Chairman

TABLE OF CONTENTS
0 INTRODUCTION 1
0.1 General 1
0.2 Process Approach Model 2
0.3 Abbreviations 3
1 SCOPE 3
1.1 General 3
1.2 Application 3
2 REFERENCES 4
2.1 Normative References 4
3 TERMS AND DEFINITIONS 4
3.1 Classification Society 4
3.2 Recognised Organisation 5
3.3 Product 5
3.4 Services 6
3.4.1 Classification Service 6
3.4.2 Statutory Service 6
3.4.3 Evidence of Service 6
3.5 Customer 7
3.6 Contract 7
3.7 Fundamental Processes 7
3.8 Location 7
3.9 Site 8
3.10 Vertical Contract Audit 8
3.11 Process Monitoring 8
3.12 Activity Monitoring 8
4 QUALITY MANAGEMENT SYSTEM 8
4.1 General Requirements 8
4.2 Documentation Requirements 9
4.2.1 General 9
4.2.2 Quality Manual 10
4.2.3 Control of Documents 13
4.2.4 Control of Records 13
4.3 Classification Society Additional Specific Requirements 14
4.3.1 Impartiality and Integrity 14
4.3.2 Independence Criteria 15
4.3.3 Confidentiality 15
4.3.4 Cooperation 16
5 MANAGEMENT RESPONSIBILITY 16
5.1 Management Commitment 16
5.2 Customer Focus 17
5.3 Quality Policy 17
5.4 Planning 17
5.4.1 Quality Objectives 17
5.4.2 Quality Management System Planning 18
5.5 Responsibility, Authority and Communication 19
5.5.1 Responsibility and Authority 19
5.5.2 Internal Communication 25
5.6 Management Review 25
5.6.1 General 25
5.6.2 Review input 25
5.6.3 Review Output 25
6 RESOURCE MANAGEMENT 26
6.1 Provision of Resources 26
6.2 Human Resources 26
6.2.1 General 26
6.2.2 Competence, Training and Awareness 26
6.3 Infrastructure 26
6.4 Work Environment 27
7 PRODUCT REALISATION 28
7.1 Planning of Service Realisation 28
7.2 Customer - Related Processes 29
7.2.1 Determination of Requirements Related to the Product 29
7.2.2 Customer Communication 30
7.3 Design Development 30
7.4 Purchasing 30
7.4.1 Purchasing Process 30
7.4.2 Purchasing Information 31
7.4.3 Verification of Purchased Service 32
7.5 Production and Service Provision (Performing Services) 32
7.5.1 Control of Production and Service Provision 32
7.5.2 Validation of Processes for Production and Service Provision 33
7.5.3 Identification and Traceability 33
7.5.4 Customers’ Property 33
7.5.5 Preservation of Product 34
7.6 Control of Monitoring and Measuring Equipment 35
8 MEASUREMENT, ANALYSIS AND IMPROVEMENT 35
8.1 General 35
8.2 Monitoring and Measurement 35
8.2.1 Customers’ Satisfaction 35
8.2.2 Internal Audit 36
8.2.3 Monitoring and Measurement of Process 37
8.2.4 Monitoring and Measurement of Services 37
8.3 Control of Non-Conforming Product 38
8.4 Analysis of Data 39
8.5 Improvement 39
8.5.1 Continual Improvement 40
8.5.2 Corrective Actions & Preventive Actions 40
Type of Document: QUALITY MANUAL

CODE: REVISION No.: PAGE: 1 OF 42
HRS QM 21
Prepared by: Checked by: Approved by: Date of approval:
A.ZOULOS A. ZOULOS D.KALOPHONOS 27.06.2013
0 INTRODUCTION
0.1 GENERAL
Hellenic Register of Shipping is an independent Classification Society Organisation serving

the Greek and International shipping since 1919. Originally was concerned solely with the
construction and maintenance of ships, contributing greatly to the advancement of ship
safety, being thus a potential source of vast amount of technical experience, which is
documented in its Rules and Regulations, which constitute the basis for class assignment.
Nowadays, HRS as RO, through its resources and available facilities, is well placed to
undertake and carry out statutory surveys, delegated to it by the Greek Authorities and
other Countries (flags) of the most vigorous in the world of maritime industry and on the
whole ship spectrum.
Safety and pollution prevention at sea may be effectively enhanced by strictly applying
international conventions, codes and resolutions, while broadening the perception that
safety and productivity should never be seen as opposing or mutually excluded objectives.
To that direction all individual and group values, attitudes and patterns of behaviour should
be the product of the safety culture of the world maritime community.
The international shipping industry has adopted these principles as the ultimate priority,
and this is the best asset in the beginning of the 21st century for safer sailing.
HRS has set as permanent goal to steadily meet the expectations of its customers, while its
management is clearly seen to give to safety the highest priority. We do believe that our
customers should be provided with clear and reliable, credible and accurate, impartial and
speedy services.
To that direction, HRS has established a fully documented Quality Management System
(QMS), audited, reviewed and being in line with the terms, the criteria and the requirements
of IMO Resolutions, the relevant International Standards, the EC 391/2009 Regulation, “on
common rules and standards for ship inspection and survey organisations”, and based on
the IACS QMS Requirements equally usable also by non-IACS Classification Societies
regardless of type, size and services provided.

HRS QM 21
0.2 PROCESS APPROACH MODEL
HRS QMS constitutes a strategic decision aiming in enhancing customers’ satisfaction by

meeting their requirements. The system adopts a “process approach” which gives emphasis
to the importance of:
Understanding and meeting requirements

The need to consider processes in terms of added value
Obtaining results of process performance and effectiveness, and
Continual improvement of processes based on objective measurement.
The following model of the process approach is used by HRS for continual improvement of
its QMS.
CONTINUAL IMPROVEMENT OF THE HRS QMS

CUSTOMERS (including States)
HRS
Measurement,
Management Analysis &
Resource Responsibility Improvement
REQUIREMENTS
SATISFACTION
Management
CUSTOMERS
Product Realisation
Requirements Realization Service Documents
Review Planning Provision Delivery
Design & Purchasing

Development
where:
Adding value activities
Data FLow

HRS QM 21
0.3 ABBREVIATIONS
HRS: Hellenic Register of Shipping

EU: European Union
RO: Recognised Organisation
RSO: Recognised Security Organisation
QM: Quality Manual
QMS: Quality Management System
QP: Quality Procedure
WI: Work Instruction
R&R: Rules and Regulations
SPM: Survey Procedures Manual
VCA: Vertical Contract Audit
QMD: Quality Management Director
MD: Managing Director
TD: Technical Director
ODC: Organization Development Coordinator
IC: Impartiality Committee
1 SCOPE
1.1 GENERAL
This QM document specifies applicable requirements for a QMS which covers the following
services rendered by HRS:
Classification of ships and mobile offshore installations in respect of both new

building and in service,
Statutory work carried out on behalf of nominating Flag Administrations.
Management Systems Certification
Industrial Services, as described in the scope of the accreditations granted to our
Organization
1.2 APPLICATION
This QM applies to activities that affect the quality of works and services provided by HRS,
supplemented with QPs, WIs and Technical Circulars which describe in detail the work to be
done, the authorities and responsibilities of the entities involved, the process to be followed
and other aspects related to time and resources to be used.

HRS QM 21
The application of this QM, is mandatory for all HRS entities and must be complied by any
subcontractor carrying out work on behalf of HRS.
Where exclusions are made, claims of conformity to this QM document are not acceptable
unless these exclusions are limited to the requirements listed below and provided that such
exclusions do not affect the organizations ability, responsibility, or authority to provide
services within its scope of classification that meet customer and applicable statutory and
regulatory requirements
Any exclusions to above permitted references shall be listed on the statement of

compliance to this QM document, and be publicly available. The basis on which the
exclusion is granted shall be clear, concise, and documented.
2 REFERENCES
2.1 NORMATIVE REFERENCES
ISO 9000: Quality Management Systems – Fundamentals and vocabulary.

ISO 9001: Quality Management System – Requirements
EN ISO/IEC 17020, Conformity Assessment-Requirements for the Operation of
Various Types of Bodies Performing Inspection.
EN ISO/IEC 17021
EN 45011
International Maritime Organization Resolution A.739(18), Guidelines for the
Authorization of Organizations Acting on behalf of the Administration.
International Maritime Organization Resolution A.789(19), Specifications on the
Survey and Certification Factions of Recognized Organizations acting on behalf of
the Administration.
3 TERMS AND DEFINITIONS
For the purposes of this QMS Requirements document, the following terminology applies in
addition or in substitution of the Terms and Definitions of ISO 9000 where these are not
adequate for the work of Classification Societies.
3.1 CLASSIFICATION SOCIETY


HRS QM 21
A legally identifiable organization which:
a. publishes its own classification rules (including technical requirements) in relation to

the design, construction and survey of ships, and has the capacity to:
apply,
maintain and
update those R&R with its own resources on a regular basis or in cooperation with
external experts;
b. verifies compliance with these rules during construction and periodically during a
classed ship's service life;
c. publishes a register of classed ships;
d. is not controlled by, and does not have interests in, ship-owners, shipbuilders or
others engaged commercially in the manufacture, equipping, repair or operation of
ships; and
e. is authorised by a Flag Administration as defined in SOLAS Chapter XI-1, Regulation

1 and listed accordingly in the IMO database, Global Integrated Shipping
Information System (GISIS).
NOTE:
“Own classification rules" as stated in item (a) above include Rules in this QMS Requirements
and Rules which the Classification Society is legally entitled to use.
3.2 RECOGNISED ORGANISATION
A legally identifiable organisation which is authorized by a Flag Administration as defined in

SOLAS Chapter XI-1, Regulation 1 and listed accordingly in the IMO database, Global
Integrated Shipping Information System (GISIS). For European RO see Regulation EU
391/2009.
3.3 PRODUCT
The products of a Classification Society are of the following generic categories:

Rules in relation to the design, construction and survey of ships and other marine-
related facilities

HRS QM 21
Information (e.g. Society’s Class database)

Software (e.g. calculation programs related to classification/statutory compliance
process developed by the Society either for internal use or made available to the
public)
Hardware (e.g. Documentation, Publications).
3.4 SERVICES
The services of a Classification Society addressed by these requirements are those

associated with Classification service or Statutory service as noted below:
3.4.1 Classification Service
The results generated by classification activities at the interface between the Classification
Society and the customer and the Classification Society’s internal activities to meet
customer needs.
3.4.2 Statutory Service
The results generated by statutory activities as defined by the Administration at the

interface between the Classification Society and the customer and the Classification Society
internal activities to meet customer needs.
Statutory services address the same concepts noted under classification (3.4.1) except that
the Regulations are defined by the Administration.
For statutory requirements it is recognized that classification societies traditionally have a

contractual arrangement with flag Administrations to act on their behalf. This means the
societies do not design the requirements but are authorized to apply the flag state
requirements provided to them either directly or by adoption of an international, regional
or national published instrument. In this context a flag Administration is one of the Society’s
customers.
3.4.3 Evidence of Service
Documents (e.g. reports, certificates, letters, electronic records etc.) which confirm that the
defined services provided are in compliance with specified internal and external
requirements.

HRS QM 21
3.5 CUSTOMER
The recipient of a product or service provided by the Society.
3.6 CONTRACT
Agreed and binding set of requirements between HRS and a customer transmitted by any
written means.
3.7 FUNDAMENTAL PROCESSES
All technical and administrative processes affecting service; these include:
a. Development of the Society’s R&R for classification services, including the

associated research;
b. Publication of the Society’s R&R;
c. Application of the Society’s Rules, Operational Instructions, Regulations and

statutory requirements, through:
Verification and/or approval of documents and/or drawings relevant to the design,
Approval and survey of materials and equipment,
Survey during construction and installation,
Survey during service,
Issue of class and statutory certificates,
Maintenance of class and statutory records
d. Publication and maintenance of the register of ships and mobile offshore

installations
e. Provision of a network of qualified and competent surveyors, including the related

supervision and training systems.
3.8 LOCATION
Location is a place:
from which surveys are managed, or

where plan approval is carried out, or
from which processes are managed.

HRS QM 21
3.9 SITE
The place at which a surveyor conducts the survey in respect of a specific contract or a
series of contracts (e.g. port, shipyard, firm, company, etc.). All sites are to be controlled by a
location.
3.10 VERTICAL CONTRACT AUDIT
VCA is a contract/order specific audit of production processes, including witnessing work

during attendance at a survey, audit or plan approval in progress and, as applicable,
including relevant sub-processes. VCA is carried out at a location and/or site to verify the
correct application of relevant requirements in service realization for the specific work in
that contract/order, and their interactions. (Relevant sub-processes include e.g. previous
part surveys or thickness measurement processes connected to the survey). Plan approval
VCA may be carried out for completed tasks.
3.11 PROCESS MONITORING
Checking on a sample basis the ongoing processes, that personnel, such as administrative
staff, surveyors, auditors, or engineers, are following specified requirements such as Rules,
statutory requirements, procedures, etc.
3.12 ACTIVITY MONITORING
An assessment of the individuals of the Society’s technical staff by an appointed monitor,

during the survey or audit or subsequent to completion of a plan approval review activity to
evaluate the performance of the individual at work and to identify if additional training is
required.
4 QUALITY MANAGEMENT SYSTEM
4.1 GENERAL REQUIREMENTS
As a minimum the QMS ensures that:
The HRS R&R for classification services that are used are created, maintained and
published in a systematic manner, including the development of the associated

HRS QM 21
research. In case of adoption of R&R or Standards of third parties a system must be

in place for updating and training as necessary of personnel that use these
instructions
The HRS products, including arrangements to respond to customers’ valid needs
and requests shall be established and maintained in a systematic manner
The statutory requirements together with any specific requirements defined in
agreements with national Administrations, shall be implemented and maintained in
a systematic manner
The Society’s R&R and statutory requirements are complied with through:
Verification and/or approval of documents and/or drawings relevant to the design

Approval and survey of materials and equipment,
Survey during construction and installation,
Survey during service,
Issue of class and statutory certificates,
Maintenance of class and statutory records,
Certificates of Compliance or Statements
The Register of ships and mobile offshore installations is published and maintained.
A network of qualified and competent surveyors, including the related supervision and
training systems, is provided.
4.2 DOCUMENTATION REQUIREMENTS
4.2.1 General
The following constitute the HRS QMS records which can be held in electronic format.
HRS Statute – Articles of Association

HRS QM
HRS Code of Ethics
HRS Quality Policy
HRS Quality Objectives
Decisions of Board of Directors (BoD)
HRS QPs
HRS WIs
HRS R&R
HRS Survey Procedures Manual (SPM)

HRS QM 21
HRS Survey Check lists

HRS Accreditations
Flag States Authorizations Requirements and Instructions
HRS Technical Circulars
HRS Management Information System (MIS)
HRS Survey Reporting System (SRS)
The Register of Ships
Case Records and contracts
4.2.2 Quality Manual
a. Legal Status
HELLENIC REGISTER OF SHIPPING S.A. (Sociétés Anonymes), founded in 1919, was

registered for the first time in the Governmental Gazette on May 30 th, 1919. Its Head Office
permanent address is: 23 Akti Miaouli Str., 185 35 Piraeus, Greece, Tel. No.: 210-4196900,
Fax No.: 210-4221913/4, email: hrs@hrsorg.gr.
The Society is represented according to the provisions of its Statute – Articles of

Association.
HRS accounts are audited by chartered accountants assuring its financial independence and
reliability and as detailed in its Articles of Association.
b. Quality Policy and Code of Ethics
These are approved by the BoD and the relevant text is signed by the Chairman. See
attached pages in front of this QM.
c. HRS’ Areas of Activity / Competence
Surveys and classification for ships and other marine installations, in service and
for new constructions.
Statutory surveys and relevant certification on behalf of National Administrations,
as they are specified in International Conventions, and National Legislations.
Design reviews and plans approval for vessels, their material, equipment and
installation.
Calculations and appraisals.

HRS QM 21
Industrial services, including examination / inspection of: product design, product

and process or plans, as far as their conformity with specific requirements is
concerned.
Certification of Management Systems in line with authorizations granted by a
recognised National Accreditation Body.
Provision of any other work contracted to deliver within the capabilities of HRS
such as consultancy, verification etc.
d. Organisation Chart
The Organisational structure of HRS Head Office is illustrated in the following chart.

HRS QM 21
BOARD OF DIRECTORS
IMPARTIALITY
COMMITTEE
MANAGING DIRECTOR
ORGANIZATION QUALITY
DEVELOPMENT MANAGEMENT
COORDINATOR DIRECTOR
TECHNICAL DIRECTOR
TECHNICAL
COUNCIL
A B E T C F
PLAN APPROVAL & MARINE CERTIFICATION TRAINING & ADMINISTRATIVE & FINANCE AND
ENGINEERING DIVISION DIVISION EXTERNAL AFFAIRS SYSTEM SUPPORT ACCOUNTING
DIVISION DIVISION DIVISION DIVISION
B1
SHIPS’ SERVICES
A1 DEPARTMENT E1 T1 C2 F1
HULL & MANAGEMENT SYSTEMS TRAINING IT ACCOUNTING
STRUCTURES CERTIFICATION
B2 DEPARTMENT DEPARTMENT DEPARTMENT
DEPARTMENT
DEPARTMENT WORLD-WIDE
TECHNICAL
A2 SUPPORT DEPT E2 T2 C6 F2
INDUSTRIAL EXTERNAL AFFAIRS ADMINISTRATIO FEES CONTROL
STATUTORY
SERVICES SERVICES DEPARTMENT N PERSONNEL & INVOICING
B3
DEPARTMENT DEPARTMENT DEPARTMENT DEPARTMENT
YACHTS&
SMALL
A3 CRAFT DEPT C7
MACHINERY AND E3 SECRETARIAT
ELECTRICAL PERSONS’ DEPARTMENT
B4
DEPARTMENT
ISM & ISPS CERTIFICATION
DEPARTMENT
A4
B6
RESEARCH AND
SHIPS
DEVELOPMENT
RECORDS
DEPARTMENT
DEPARTMENT

HRS QM 21
Each Division Department or Section of HRS performs a function in order to accomplish

separately or incorporation the HRS mission successfully. HRS management ensures the good
co-operation of all functions in the horizontal sense. This horizontal co-operation constitutes
the necessary productivity chain, through which HRS successfully satisfies customer’s
requirements and meets the standards imposed by national and international legislation.
HRS personnel should comprehensively assimilate the unique significance of the horizontal
co-operation of all HRS functions and act accordingly.
HRS surveyors in Greece and abroad are supervised and monitored individually in line with
industry standards.
e. Job Descriptions
Job descriptions are specified in the relevant QPs and WIs.
f. Qualifications and Training of Personnel
HRS field Surveyors and Technical Appraisal Surveyors are qualified and trained in accordance
with IMO Res. A.789(19) as amended, and as specified in relevant Quality Documents.
g. Other Procedures and Instructions
Procedures issued for covering the quality system are considered part of the Quality System
where as instructions are for guidance in general and controlled documents.
4.2.3 Control of Documents
The provision of “document control” shall apply to any type of document, including electronic
media, IT applications, etc., where said electronic media may affect the reliability of the service
or of the recorded data. This includes QM, QPs and WIs and other documented process
procedures (internal or external which can be controlled electronically). Detailed analysis can
be found in QP13 “Control of Documents”
4.2.4 Control of Records
Records shall include items such as:
survey records during construction and installation,


HRS QM 21
survey during service,

issue of Certificates,
the register of ships and mobile offshore installations,
all other records required by this QMS Requirements document.
Details defining the controls needed for the identification, storage, protections retrieval,
retention time and disposition of records, constitute documented procedures and appear in
relevant HRS QP’s / WI’s.
When controlled documents or data are maintained electronically, these will be appropriately
backed up and copies will be maintained in a separate location.
Records shall be retained for a period of 10 years.
4.3 CLASSIFICATION SOCIETY ADDITIONAL SPECIFIC REQUIREMENTS
4.3.1 Impartiality
Inspection activities shall be undertaken impartially.
The Society shall be responsible for the impartiality of its inspection activities and shall not
allow commercial, financial or other pressures to compromise impartiality.
The Society shall identify risks to its impartiality on an ongoing basis. This shall include those
risks that arise from its activities, or from its relationships, or from the relationships of its
personnel. However, such relationships do not necessarily present the Society with a risk to
impartiality.
NOTE: A relationship that threatens the impartiality of the Society can be based on
ownership, governance, management, personnel, shared resources, finances, contracts,
marketing (including branding), and payment of a sales commission or other inducement
for the referral of new clients, etc.
The Society shall be independent to the extent that is required with regard to the conditions
under which it performs its services.
The remuneration of the Society’s personnel engaged in the Society’s activities shall not
directly depend on the activities carried out and in no case on their results.

HRS QM 21
4.3.2 Independence Criteria
The Society shall be independent of the parties involved.
The Society and its personnel shall not engage in any activities that may conflict with their
independence of judgment and integrity in relation to their service activities. In particular, they
shall not be engaged in the design, manufacture, supply, installation, purchase, ownership, use
or maintenance of the items covered by the service.
The above do not preclude exchanging technical information between the client and the
Society.The above do not also preclude the purchase, ownership' or use: of inspected items
that are necessary for the operations of the Society, or the purchase, ownership or use of the
items for personal purposes by the personnel.
The Society does not carry out class or statutory work if it is identical to or has business,
personal or family links to the shipowner or operator. This incompatibility shall also apply to
surveyors employed by the Society.
4.3.3 Confidentiality
The confidentiality policy on controlled documents, quality records and information obtained
in the course of its activities, as well as files associated with HRS, acting as RO and RSO, is
implemented through specific procedures, and is managed and administered in such a way as
to ensure the confidentiality of information required by Administrations.
All records are safely stored for an appropriate period, held secure and in confidence to the
client, as required by law.
HRS, its surveyors and its technical staff shall carry out their work without in any way harming
the intellectual property rights of shipyards, equipment suppliers, and ship-owners, including
patents, licenses, know-how, or any other kind of knowledge whose use is legally protected at
international, Community or national level.
HRS, its surveyors and technical personnel whom it employs, under no circumstances, and
without prejudice to the assessment powers of Member States and the Commission, will not
pass on or divulge commercially relevant data obtained in the course of their work of
inspecting, checking, and monitoring ships under construction or repair.

HRS QM 21
The Society shall be responsible, through legally enforceable commitments, for the
management of all information obtained or created during the performance of its activities.
The Society shall inform the client, in advance, of the information it intends to place in the
public domain. Except for information that the client makes publicly available, or when agreed
between the Society and the client (e.g. for the purpose of responding to complaints), all other
information is considered proprietary information and shall be regarded as confidential.
Legally enforceable commitments can be, for example, contractual agreements.
When the Society is required by law or authorized by contractual commitments to release

confidential information, the client or individual concerned shall, unless prohibited by law, be
notified of the information provided.
Information about the client obtained from sources other than the client (e.g. complainant,
regulators) shall be treated as confidential.
4.3.4 Cooperation
The Society allows participation in the development of its rules and procedures by Flag
administration and other parties concerned including EU ROs.
5 MANAGEMENT RESPONSIBILITY
5.1 MANAGEMENT COMMITMENT
The HRS Top Management states its commitment to the development and implementation of
HRS QMS and continually improving its effectiveness. That commitment is demonstrated and
proved by:
evidence for the development of clear values and expectations for the organization
acting as a role model for the organization’s values and expectations, leading by
example
providing and receiving training
making themselves accessible, listening and responding to the organization’s people
being active and personally involved in improvement activities
reviewing and improving the effectiveness of the whole management group

HRS QM 21
5.2 CUSTOMER FOCUS
HRS services are focused to customers. HRS Top Management focuses in a continual way, of
enhancing customers’ satisfaction by analysing customer feedback and taking appropriate
actions as deems appropriate within the industry standards.
5.3 QUALITY POLICY
See Chairman’s Statement in the cover pages of this QM.
5.4 PLANNING
5.4.1 Quality Objectives
When establishing the Quality Objectives, Top Management should consider the current and
future needs of the Society, including legislation and the parties influenced by the Society’s
work.
The quality objectives should be included in the Quality Management Reviews - see HRS
QP11.

HRS QM 21
5.4.2 Quality Management System Planning
Quality planning is an integral part of the management process. Top Management shall
implement quality planning for the activities and resources needed to satisfy the quality policy,
objectives and requirements. Its output shall be documented, reviewed and revised as
necessary.
Primary input can be:
Needs and expectations of the customers and other interested parties; e.g. feedback
from IMO, Flag Administrations and Industry Associations.
Performance of the products; e.g. Statistics from Port State Control, Casualties, loss
trends; feedback on use of software and hardware (see definitions) obtained from
internal and external users
Performance of the QMS processes; e.g. feedback from internal audits, NCs, and
internal comments
Lessons learned from previous experience; e.g. from examination of survey reports,
casualty investigations or external sources.
Risk assessment and mitigation. E.g. an amalgamation of inputs from all of the above,
coupled with an evaluation of the affect on safety of life property and the marine
environment
Other sources of information which identifies opportunities for improvement
The output of the planning should include:
The responsibility and authority for developing improvement plans;

Skills and knowledge needed;
Improvement approaches, methodology and tools;
The resources needed;
Alternative planning needs;
Indicators for performance achievements, and
The need for documentation and records.

HRS QM 21
5.5 RESPONSIBILITY, AUTHORITY AND COMMUNICATION
5.5.1 Responsibility and Authority
The Society shall define and document the responsibilities and reporting structure of its
component parts, clearly defining the relationships and functions of those component parts
with particular regard to:
Execution of all fundamental processes

initiate actions to prevent the occurrence of any nonconformity,
control the further processing until nonconformity is corrected or concession is
accepted,
verify the implementation, and
evaluate the result for further improvement.
The Society shall have named persons who will deputise in the absence of any manager
responsible for classification or statutory services and products. The General Assembly of the
shareholders is the Company's supreme decision-making body and has the power to pass
judgment on any issue that concerns the Company and is submitted by the BoD. Its lawful
resolutions are equally binding to shareholders in absence or in disagreement.
More specifically, the General Assembly has the power to:
Endorse, reject or amend the annual financial statements submitted by the Board and
pass judgment on any accounts, set the dividend to be allocated to the shareholders
and dispose of the annual profits;
Appoint members of the BoD and validate the personal appointment of members
including their compensation;
Elect the Company Auditors;
Decide on whether the Company duration will be extended, or the Company be
merged with other companies, dissolved or its share capital be reduced or increased,
whether bonded loans and convertible bonds to shares will be issued by the Company
and the conditions for such issuance;
Resolve upon the amendments of the Minutes. The increase and decrease of the share
capital are also regarded as amendments.
Appoint the Company liquidators

HRS QM 21
a. Board of Directors:
HRS is governed by the BoD, elected by the General Assembly of the shareholders for a four-
year service and can be re-elected.
The Chairman and Vice-Chairman(en) are elected among the members of the BoD.
The members of the BoD are persons with reputation, deep knowledge and experience on
marine, technical, industrial, insurance, quality and operational matters.
The BoD authorities are laid down in the Articles of Association (Article 15) and resolutions
passed by the shareholders. The main authorities are given below:
Representation of the Society

Appointment of the Managing Director
Appointment of the Impartiality Committee (Independent Supervisory Body)
Approval of the Quality Policy and the Code of Ethics.
Monitoring the effective implementation of the HRS QMS.
Providing the Organization with the resources needed
To conclude contracts and agreements of any kind
The Regulation governing the establishment, the operation and the competency of the
committees shall be laid down in the resolutions of the BoD of the Company.
b. Impartiality Committee
This Committee is composed of seven (7) persons, from which at least one (1) derives from the
Organisation’s major activities, as deemed necessary.
In the constitution of the IC, the MD or his replacement participates as a member of the IC, in
order to achieve a better coordination of its activities.
The IC is organised in order HRS to be able to meet the requirements of EN 45011 and
ISO/IEC/17021 Standards. Its organisation and its modus operandi are defined in relevant
internal directive. The IC is also functioning as independent Supervisory Body ensuring
impartiality, in accordance with ISO/IEC/17020.
The IC replaces the function of the Certification Committee (reference is made in the Articles
of Association). According to the Organisation’s Regulation of Organising and Function of the
Impartiality Committee (Κανονισμός Οργάνωσης και Λειτουργίας της Επιτροπής

HRS QM 21
Διασφάλισης της Αμεροληψίας (ΚΟΛΕΔΑ)), the IC is composed of members that are

appointed by the MD and are chosen in such a way that its members are of the Organisation’s
best interest, as far as its content and function is concerned.
Depending on the nature of the subject matter, the competent Division Director or, in case he
is absent, his substitute, acts as Originator and Secretary of the IC.
The members of the IC are appointed for two (2) years and may be renewed.
The responsibilities of the IC are described in the ΚΟΛΕΔΑ.
The Originator is responsible to provide the IC all necessary information and data, under the
supervision of the MD, in order the IC to be able to make the appropriate and impartial
judgement.
If, for any reason, the suggestions and observations of the IC are not adopted by the BoD, the
IC may take the appropriate measures and, if deemed necessary, to notify the accreditation
body accordingly.
c. Managing Director
He is appointed by the BoD and exercises the authorities which are delegated to him by the
BoD and in the frame of the Articles of Association of the Society. The MD:
Represents the Society in courts, governmental authorities, banks and the

Organisations.
Administers the property of the Society.
Proceeds to obtaining and managing recognitions, authorisations and accreditations
for HRS, needed for the operational functioning of the society.
Signs whatever agreements between HRS and other parties.
Approves the QM.
Approves the quality management review.
Approves the quality objectives of the Organization.
Monitors the effective implementation of HRS’ quality objectives.
Approves the list of internal and external auditors.
Approves specification of the Quality Objectives and Quality Indicators.
Monitors the implementation of the annual internal audit schedule and the effective
handling of their findings.
The MD has the general supervision of the Organisation.


HRS QM 21
Further responsibilities are described in relevant QPs.
d. Organization Development Coordinator
He reports directly to the Managing Director and he is responsible for the Organizational
Planning, the Development of the Quality System, and of the Internal Organization of the
Society, and in this respect he will proceed after Managing Director’s acceptance to all
necessary actions and necessary changes towards reaching those goals through the daily and
constant cooperation with the Divisions and the Departments of the Society, indicatively:
He will act as advisor to the Top Management regarding organizational matters.

He will cooperate closely with the Division Directors and Department Supervisors in
order to fulfil the goals of the Organization.
He will deal with all Organizational issues and he will make all the necessary proposals
to the Managing Director to this effect.
e. Quality Management Director
The responsibilities of the Quality Management Division are to develop, maintain and
effectively implement an appropriate and efficient QMS, based on the requirements of ISO
9001, ISO/IEC 17020, ISO/IEC 17021, EN 45011, IMO Res. A.739(18), IMO Res. A.789(19),
Regulation EC 391/2009 or other relevant R&R, or as amended and always aiming to minimise
the risk to life, environment and property.
The QMD is in charge of the Quality Management Division mainly responsible for the HRS
overall quality system integration monitoring and as management representative for quality.
The QMD enjoys independence from all Divisions and Departments and reports on the
performance of the QMS and any need for improvement, directly to the Managing Director,
who defines their detailed functions in written instructions as necessary. Also he reports to the
BoD.
In his absence the QMD is substituted by the Managing Director.


HRS QM 21
The main functions of the Quality Management Division are:
Taking all necessary actions to ensure that HRS quality system is efficient and remains
compliant with all applicable current quality standards through monitoring and
suggesting the implementation of any corrective actions.
Definition of the HRS QMS requirements.
Improvement and updating of the QM, QPs and WIs in cooperation with the relevant
HRS Divisions involved.
Keeping the master copy of each controlled document and of the superseded ones (as
necessary) together with the current distribution list.
Keeping a current list of all valid forms in electronic format or in hard copies.
Planning, supervising and co-coordinating internal quality audits and vertical contract
audits.
Preparation of the annual QMS review and appropriate participation in it.
Monitoring the training of all HRS internal auditors.
Keeping all audit/assessment reports
Assisting on issues related to HRS Organization, the HRS Code of Ethics and the HRS
Quality Policy.
Dealing in all Quality related issues relating to the Certification Division.
Issues and keeps the updated list of quality indicators and objectives.
Handling of feedback from appeals on HRS’s statutory work, according to QP25, in
cooperation with HRS competent department.
Taking actions so that all requirements of audits performed by Hellenic or other Flag
Administration or EMSA bodies are met.
f. Technical Director
He is appointed by the MD.
He is HRS permanent employee, qualified and well experienced in all HRS activities.
He bears the overall responsibility that HRS inspection/verification and certification

procedures are carried out in accordance with the terms and standards set by the HRS QMS.
More specifically he:
Co-ordinates the activities of the technical Divisions and Departments of the Society
and provides technical leadership to them.

HRS QM 21
Stipulates the technical conditions for initiation and performance of services and in
conformity with quality requirements.
Ensures progress in technical methods and means and their adaptation to
technological changes.
Approves the training programs for the newly employed technical personnel and for
refresher training purposes.
Exercises any other authorities delegated to him by the MD.
Delegates part of his authorities in accordance with arrangements defined in relevant
HRS QP’s or specific written instructions.
In his absence the TD is substituted by the Division Directors in the field of their responsibility.
g. Technical Council
The Technical Council is composed of the Technical Director, the Plan Approval and
Engineering Division Director (PAED), the Marine Division Director (MDD), the Department
Supervisor involved, and the Records Department Supervisor (when the subject concerns
suspensions/withdrawals of vessels). Additionally the Surveyor in charge, or Coordinators may
be called to participate or other employees that the Technical Council decides to invite due to
their specific involvement without vote.
The presence of at least three of the Members, or their assigned substitutes mentioned above
is required to ensure the quorum in the Technical Council.
Each member of the Technical Council has one vote, even if he replaces an absent member.
The decisions of the Technical Council are taken by open voting of the members with a
majority vote.
The Authorities of the Technical Council are the following:
To decide upon acceptance in HRS class of a ship that has applied for and also for the
class notation to be assigned.
To decide upon ship class suspension and class withdrawal.
To decide upon PSC detention matters.
To arbitrate technical matters with regard to HRS R&R interpretation.
To decide upon any other technical matter of special interest.
To approve the HRS R&R and amendments thereto.

HRS QM 21
The meetings of the Council are requested and prepared by the Division Director concerned,
depending on the nature of the issue brought to the attention of the Council. Any member of
the Technical Council may call for a meeting.
After the completion of the meeting, the Technical Council minutes are being prepared,
checked, signed and distributed to all parties involved with a vote.
Further responsibilities are described in relevant QPs and WIs.
5.5.2 Internal Communication
The internal Communication is implemented through any written form such as:
Technical Circulars
Interoffice Memos
Annual and occasional management reviews
Personnel briefings
E-mails, etc.
5.6 MANAGEMENT REVIEW
5.6.1 General
HRS QMS is reviewed at least annually or occasionally as needed to ensure its continuing
suitability, adequacy and effectiveness.
5.6.2 Review input
Any output to management reviews containing information relevant to quality objectives,

customer complaints and activity monitoring, throughout the Society, shall be used as input to
the top management review.
5.6.3 Review Output
In connection with the requirements of 5.1, top management shall ensure that the results of
the top management review of the QMS, including the derived quality objectives, are
documented and communicated throughout the organization, as appropriate.

HRS QM 21
6 RESOURCE MANAGEMENT
6.1 PROVISION OF RESOURCES
HRS provides suitable and adequate resources in terms of personnel, facilities and equipment,
to offer effectively services to its customers and in the frame of international and national
legislation. HRS takes into account the whole range of resources needed to develop and
maintain the QMS and the fundamental processes.
HRS provides worldwide coverage by its exclusive Surveyors / Auditors, or, in duly justified
cases, through exclusive Surveyors / Auditors of other Societies.
6.2 HUMAN RESOURCES
6.2.1 General
HRS personnel performing work affecting conformity to services provided, recruitment,

management and training are documented in QP04, QP05 and QP06.
HRS personnel shall be competent on the basis of appropriate education, training, skills and
experience. Emphasis is given to the assignment of trained personnel for management and for
the performance of activities relevant to the fundamental processes, including internal audits.
6.2.2 Competence, Training and Awareness
HRS determines the necessary competence for personnel performing work affecting
conformity to service such as in IMO Conventions / Resolutions, in HRS R & R and other
industry standards. This is detailed in the relevant QPs.
6.3 INFRASTRUCTURE
HRS has the necessary workspace and associated utilities needed to achieve conformity to
service requirements.
Systems provided to the surveyor (hardware and software) shall be identified and relevant
training on their use shall be carried out and documented. Special consideration should be
given to the situation where a surveyor is working out of a home-based office.

HRS QM 21
6.4 WORK ENVIRONMENT
HRS management pays particular attention for determining and managing the work
environment needed to achieve conformity to service requirements. The establishment of the
appropriate “clima” in the Society is always of high concern in relation to noise, temperature,
humidity, light and weather (see OE/E2/AY/01).

HRS QM 21
7 PRODUCT REALISATION
7.1 PLANNING OF SERVICE REALISATION
In planning service realisation, HRS follows process flow chart which defines the:
Sequence of steps to be followed

Check and hold points
Checks, monitoring and measurements required to be carried out at each check or
hold point
Criteria of acceptance or rejection
Frequency of the checking
Responsibilities relative to checks
Actions to be taken in case a non-conformance is found
QPs, related to fundamental processes followed in classification and statutory activities, are
the content of HRS QP’s, in which, more specifically, the followings are described:
The activity to be carried out:
Person(s) responsible for accomplishing it

Means and resources needed
The time period of the said performance
The competence of personnel involved and the training requirements
The identification of suitable verification at appropriate stages
Certain requirements and steps to be followed in relation to survey/audits are described in

separate WIs.
The above WIs whenever needed are temporarily supplemented by Technical Circulars.
In the planning of product realisation, HRS takes into account any relevant standards or
industry practices.

HRS QM 21
7.2 CUSTOMER - RELATED PROCESSES
7.2.1 Determination of Requirements Related to the Product
The requirements are defined by the customer and indicatively are;
Contracts for classification and statutory certification of new constructions (usually

between the builder and the Society)
Contracts for certification of equipment for ships and mobile offshore installations
manufactured under type approval or similar programmes (usually between the
manufacturer and the Society)
Contracts for classification after construction including transfers of class (usually
between an owner, an owner’s agent or a manager and the Society)
Long-term contracts or agreements for units in service (such contracts, determining fee
agreements over a fixed term basis may be signed between an owner, an owner’s
agent or a manager and the Society)
Written requests for attendance, including those from national Administrations or
other classification Societies (”service requests”)
Agreements between the Society and national Administrations or other Classification
Societies laying down requirements to be followed when acting on their behalf
Contracts for provision of software in connection with the Classification and statutory
certification of ships and mobile offshore installations.
When the Society acts on the behalf of the Flag Administrations it must comply with any
national interpretations of International Conventions and Codes as necessary.
Before the acceptance of a contract or order, this must be reviewed by the Society taking into
consideration that:
the stated requirements comply with the Society’s R&R, or statutory requirements, as
appropriate;
the location has the necessary capability and resources (or has access to the necessary
capability and resources elsewhere within the Society), including reference documents,
to meet the contract or order requirements.
Before the submission of a tender, or the acceptance of a contract or order, HRS
ensures that the stated requirements are adequately defined
Any differences between the contract or order requirements shall be resolved before
the work is carried out and shall be recorded.
HRS ensures also that the necessary competence and resources to meet the defined
requirements are available.

HRS QM 21
7.2.2 Customer Communication
The requirements for offering services must be adequately defined and documented.
HRS determines and implements effective arrangements for communication with customers in
relation to services information, equerries, amendments and customer feedback, including
customer complaints. This can be done through HRS web site, telephone, e-mail, fax or normal
post.
7.3 DESIGN DEVELOPMENT
Design development is documented in QP17 and refers to:
Design development of HRS R&R and

Design development of HRS classification and statutory services procedures.
7.4 PURCHASING
7.4.1 Purchasing Process
The HRS QMS ensures effective control of the services delivered, regardless they are
performed by exclusive surveyors, or by non-exclusive surveyors, where permitted such as non
marine services, or agents.
Similar provisions are applied also to HRS suppliers such as:
Agents who undertake surveys or inspection services on behalf of HRS, but who are
also free to work on behalf of other organizations,
Other Classification societies who perform surveys on behalf of the HRS, whether or
not a fee is paid,
Specialist suppliers providing services to HRS such as radio expertise, NDE
measurements, underwater inspections.
Software houses who undertake design and development of computer software which
is intended to be used in HRS activities affecting quality of products.
HRS Management ensures that the control applied to whoever, from the above mentioned
potential suppliers, is not less effective than that applied to its own Head Office staff and
Exclusive Surveyors, engaged in a similar category of process.

HRS QM 21
In all cases the responsibility remains with HRS to ensure that all services provided by
contracted entities are fully compatible with the quality policy objectives and specific
requirements of the HRS.
The level and complexity of the work assigned to the HRS Suppliers is evaluated in relation to
its impact on the quality of the final service of the Society.
Before assigning any work to a supplier, H.R.S shall ensure that any restrictions on the use of
suppliers placed on the Society by bodies such as national Administrations are strictly
complied with.
7.4.2 Purchasing Information
Whenever HRS is engaging suppliers to perform activities on its behalf, such as non-exclusive
surveyors of E Division, where permitted such as non marine services, agents and other
Classification Societies, appropriate contracts, defining the scope of work they are authorised
to undertake, is drawn up.
The contracts include duties, responsibility and confidentiality requirements to be complied

with by the suppliers.
The suppliers shall be provided with the HRS documents needed for the activities undertaken,
i.e. R&R, QP’S, WI, TC’s and / or clear instructions on a case by case basis.
Purchasing documents for each job shall include instructions appropriate to the level of work
authorised.
Such documents shall be maintained in a controlled system ensuring the supplier is always
provided with applicable issues of documents appropriate to the works being undertaken.
When engaging suppliers, such as other classification societies, the contracts or

agreements shall clearly stipulate which R&R apply.
The specialist supplier shall be approved in accordance with the HRS requirements, as
specified in relevant QP.

HRS QM 21
7.4.3 Verification of Purchased Service
HRS has established and follows appropriate procedures, through which inspection is possible
for ensuring that services meet specified purchase requirements.
This mechanism ensures that incoming reports, documents and data provided by ship-owners,
ship-builders, manufacturers and other customers, as well as reports and certificates, other
Classification Societies and Sub-contractors, under pre-agreed terms of reference, are not
used, as part of the delivered services, until they are verified as conforming to specified
requirements.
In case of verification, intended to be performed at the supplier’s premises by HRS or its

customers, the Society states the verification arrangements and method of product release, in
the purchasing information.
7.5 PRODUCTION AND SERVICE PROVISION (PERFORMING SERVICES)
7.5.1 Control of Production and Service Provision
For all services provided by HRS, relevant QPs, WIs and /or Technical Circulars are used as
applicable. In general they define the following:
The activity to be carried out.

Instructions concerning the process to be followed about the review, undertake,
performance and quality monitoring of services.
Responsibilities for those involved in the said activity, i.e. field surveyors (exclusive),
technical appraisal surveyors, administrative personnel and contracted agents.
The necessary documentation.
The qualifications of personnel necessary for assuring competency.
The records to be maintained.
The special conditions (if any) under which the performance will take place.
The resources needed.
Follow-up assessments for compliance and verification to specific standards.
Flag administrations requirements.
Whenever the inspection methods and procedures are substantially changed or new ones are
adopted, for compliance with new technologies and/or for satisfying the changing
requirements of HRS Customers, it is assured that these changes are fully controlled. In such a
case the accreditation body, if applicable, is also properly informed.

HRS QM 21
Safety precautions in the form of specific instruction are adopted so that the inspections are
safely performed.
All reports, certificates, reviewed drawings and other documents, needed to customers or
other designated parties, are provided to them in a controllable manner (cover letter or
receipt) and a copy of the whole documentation is kept as a record.
HRS can provide to its customers through its website the following services, documents or
information.
The HRS R&R.

Ship’s survey status.
Information out of ship’s records on a continuous basis and issuance of class
maintenance certificates upon request by ship owners with the appropriate fee.
Information about the date of implementation of new requirements dictated by
International Conventions, and Flag Administration.
Communicating with Flag Administrations.
Performing inspections of records and issuance of certified copies of ship’s documents
at owners request.
Information to its clients - manufacturers on new national and international
requirements.
Information to customers on the receipt and the results of inquiry of their complaints
or appeals.
7.5.2 Validation of Processes for Production and Service Provision
HRS shall validate any processes for service provision through monitoring and feedback from
experience.
7.5.3 Identification and Traceability
The identification of products shall be maintained either directly or by cross-reference, for all
relevant documents or data. These shall be traceable through the above identification, identity
of the ship or the mobile offshore installation (e.g. register number, international code,
construction number, name), customer’s name or other suitable means.
7.5.4 Customers’ Property
HRS exercises care with customer property, while it is under its control or being used by it. The
Society identifies, verifies, and protects customers’ property provided for use.

HRS QM 21
If any customer’s property is lost, damaged or otherwise found to be unsuitable for use, the
Organization shall report this to customer. In all cases records are maintained.
Customer’s property includes:
Documents submitted by customers to HRS for verification and approval.

Documents provided to HRS for evidence of activities performed by them, and they are
contributing to survey decisions, such as computer calculations, radio experts’ reports,
underwater inspection reports, NDE measurements.
Services supplied on behalf of the customer witnessed by HRS. In these cases HRS
ensures that the measuring devices used in the process are identified and that
evidence of calibration is obtained, or that the measuring equipment has the
appropriate accuracy.
Documents provided by flag Administrations relevant to services on their behalf.
Customers accept that all information submitted is maintained by HRS for recording
purposes and for a specific period determined by local laws or HRS Regulation.
In all the above cases records are maintained taking into consideration intellectual property
and personal data rights and legislation.
7.5.5 Preservation of Product
HRS preserves all documents, related to services provided for a period of 10 years. During
internal processing and delivery to the intended destination it maintains conformity to
requirements. HRS should provide methods for:
Unique identification of the Certificates issued, the reviewed drawings and the other
internal and external documents.
Handling products and evidence of services so that to prevent any damage or
deterioration during processing storage and transmittal of.
Appropriate conditions for storing the archives in its location and prevent any damage
or deterioration of them.
Authorising receipt to and dispatch from locations and storage facilities.
Packaging processes for the documents to ensure conformance to specified
requirements.
Ensuring protection of the documents, including those stored on computer, to prevent
access by unauthorised persons during processing storage and transmittal.

HRS QM 21
7.6 CONTROL OF MONITORING AND MEASURING EQUIPMENT
HRS has established processes to ensure that monitoring and measurement can be and are
carried out in a manner that is consistent with the monitoring and measurement requirements
(QP23 - “Maintenance Of Measuring And Testing Equipment”).
This process applies to monitoring and measuring equipment owned or leased by HRS or to
suppliers providing monitoring and measuring services as evidence of conformity of services
offered by HRS.
If software is to be developed and used by HRS, test loops are to be developed to be used for
verification purposes.
8 MEASUREMENT, ANALYSIS AND IMPROVEMENT
8.1 GENERAL
HRS plans and implements monitoring, measurement, analysis and improvement processes
needed to:
Demonstrate conformity of the services

Ensure conformity of the QMS and
Continually improve the effectiveness of the QMS.
Such a process is mainly based on statistical techniques.
8.2 MONITORING AND MEASUREMENT
8.2.1 Customers’ Satisfaction
The HRS establishes processes to receive customer feedback in order to determine customers’
opinion about the services offered by HRS and if they believe HRS services meet their
requirements.
The process used by HRS for requesting, monitoring and measuring the feedback of
customers’ satisfaction and complaints provides information on continual basis.

HRS QM 21
Sources of information on customers’ satisfaction can include:
Customers’ complaints
Direct communication with customers
HRS questionnaire for customers and its own personnel
Public opinion poll
Results of surveys
Reports in various media
Studies and Publication on the Maritime and Technical Supervisory Sectors
Any Awards for Quality
HRS with emphasis always focus on customer perception as to whether we have met customer
requirements.
8.2.2 Internal Audit
The audit scope shall cover the fundamental processes for the classification and statutory
services at various locations with a focus on verification of the efficient and effective
implementation of the QMS and all applicable work processes at the individual location.
An audit programme is planned in an annual basis and it ensures that Division / Departments
of HRS Head Office, HRS Offices in Greece and abroad are audited as defined in relevant
QP10.
When planning the internal audits, consideration shall be given to complaints received in the
past (either related to the location or in general), the importance of the processes and areas to
be audited and to the results of previous internal audits.
The selection of auditors and conduct of audits ensures objectivity and impartiality of the
audit process. Auditors don’t audit their own work.
The management, responsible for the areas being audited, ensures that actions are taken
without undue delay to eliminate detected observations / non conformities and their causes.
The responsibilities and requirements for planning and conducting audits and for reporting
results and maintaining records are defined in a relevant QP.
HRS shall evaluate and improve the effectiveness and deficiencies of the internal audit process,
and update the audit check lists accordingly.

HRS QM 21
The internal auditors shall also look for and communicate improvement suggestions.
For the conduct of Internal audits, the provisions of ISO 19011 are taken into account.
In specific, for VCAs:
HRS shall carry out VCAs annually for each of the following processes:
Plan Approval
New Construction Survey
Class entry survey
ESP survey
Statutory-renewal survey
Type approval survey (where applicable) or other materials and equipment surveys.
Evidence of completion of VCAs and findings thereof, shall be formally recorded.
8.2.3 Monitoring and Measurement of Process
HRS applies suitable methods for monitoring and measurement of the quality of service
regarding either statutory or classification work, and the effectiveness of the HRS QMS. Each
Division director is responsible for the effective monitoring and analysis and control of
procedures related to his division.
These methods are substantiated through Quality Objectives and Quality Indicators and the
following should be considered.
Accuracy
Timeliness of product delivery
Reliability
Responsiveness
Reaction time of staff to special requests and/or external requests
Staff turnover, as it affects the delivery of products.
Appropriate provision of training.
8.2.4 Monitoring and Measurement of Services
HRS monitors and measures the characteristics of the services offered to verify that all the
specified requirements have been met. This is carried out at appropriate stages of the services
realization process.

HRS QM 21
Methods are implemented to analyse issues such as:
Port State Control detentions

Casualties,
Survey reports
Rework on plan approval
Or other issues, usually decided at Management Review.
8.3 CONTROL OF NON-CONFORMING PRODUCT
HRS establishes and documents the necessary procedures for ensuring that services which do
not conform to service agreed requirements are identified and controlled to prevent its
unintended delivery.
In case of non-conformity service, the reaction of HRS can be:
Taking action to eliminate the detected non conformity.

Authorising its release under concession by the authority involved and by the
customer, or
Taking action to preclude its original intended use or application.
Controls should provide for identification, documentation, evaluation, non-issuance or

withdrawal of report or certificate, and for notification to the functions concerned.
All HRS personnel has the authority to report non-conformities, at any stage of the processes,
to initiate prompt corrective action.
Review of non-conformities is conducted by designated persons to determine whether they

constitute trends or a repetition of earlier occurrences. These persons are competent to
evaluate the effects of the non-conformity and have the authority and resource to define
corrective action.
Procedural details for handling non-conformity are described in relevant QP.


HRS QM 21
8.4 ANALYSIS OF DATA
The HRS should collect and analyse data from various parameters of records of processes
applications, to assess performance against plans and goals and to identify areas for
improvement.
The HRS makes use of statistical methodologies for data analysis, which can help in assessing,
controlling, and improving performance of processes.
The analysis of data can help in determining or to foresee potential cause of problems and
therefore guide effective corrective and preventive action respectively. This may require
analysis of the product requirements, as well as analysis of relevant processes, operations and
quality records.
Information and data from all parts of the HRS should be integrated and analysed to evaluate
the overall performance of the QMS.
The results of analysis should be documented and used to determine:
Trends,
Operational performance,
Customer satisfaction and/or dissatisfaction through complaints or other quality
indicators (PSC detentions, Administration nonconformities, etc),
Effectiveness and/or efficiency of processes,
Performance of supplier’s.
8.5 IMPROVEMENT
HRS should identify sources of information and establish processes for collection of
information for planning continual improvement, corrective and preventive actions. The
examples of such sources of information include:
Non-conformance reports
Outputs from management reviews
Internal audit reports
Outputs for data analysis
Relevant records
Outputs from customer feedback, complaints and satisfaction measurements
Process measurements
Results of self assessment

HRS QM 21
In-service experience
8.5.1 Continual Improvement
HRS is continually seeking to improve its processes, rather than wait for a problem to reveal
opportunities for improvement.
Potential improvements can range from continual activities to long-term improvement

projects.
HRS through its QMS identifies and manages improvement projects.
The efficiency and effectiveness of processes should be emphasized when actions are taken.
These actions should be monitored to ensure that desired goals are met. Identification of
causes of deviations may result in changes to products, processes and even revision of the
QMS.
8.5.2 Corrective Actions & Preventive Actions
Corrective actions are steps that are taken to remove the cause of an existing Non Conformity
or undesirable situation
Preventive actions are steps taken to remove the cause of potential Non Conformities or
potential situations that are undesirable.
Further information is provided in relevant Quality Procedure QP12 and QP10.
********** END of Q.M. **********


HRS QM 21
ANNEX A. Revision History of the Quality Manual
REVISION No. REVISION SUMMARY EFFECTIVE DAY

01 Re-issue 20 SEPT. 1995
02 Revision to include the ISO 9001/94 provisions 01 OCT. 1996
03 Revision to include the IACS Provisions 27 JAN. 1997
04 Total Revision to comply with EN 45004 31 MAY 1999
Introduction para 1.2, 2.2, 4.1, 2.1, 4.1.3, 4.2.1, 4.3.2,
05 14 AUG. 2000
4.5.2, 4.5.3, 4.14.2
06 Total revision 08 JUNE 2001
07 Total revision to comply with ISO 9001:2000 30 SEPT 2003
Revision to include IACS Provisions and provisions for
08 01 JUNE 2004
the Technical Council
09 References to ISO/IEC 17020 01 JAN. 2005
Revised: Quality Policy - page I, Independence - page
10 20 JUNE 2006
V, § 2 (ISO 19011) and § 5.5.1.f
§ 4.2.2.b. Organization chart
11 25 FEB. 2007
§ 5.5.1.f. Technical Council - Editorial Changes
§ 4.2.2.b. Organization chart
12 18 FEB. 2008
§ 5.5.2 - QMD
Page V , QM § 2 , § 4.2.1 , § 4.2.2 b , §4.2.3b,
13 § 4.2.4b , Organization chart , §5.4.1 e ,§5.5.1 g , §8.2.2 27 OCT. 2008
a
§5.5.1 , d,f,g,h, §5.5.3 , §5.6.2 , §7.2.1 , §7.5.1 a, §8.2.3
14 12 JAN 2009
,§8.2.4 ,§8.3 f , § 8.4 d , Organization Chart .
Selected revision to be in line with
15 12 MARCH 2009
ISO 9001/2008
Total Revision to be in line with Reg. 391/09 EC, IACS
16 QMSR 7th Issue and ISO 17020. 30 DEC. 2009
§§ : 1.1, 1.2, 2, 3, 4, 5.5.1.c,f,g, 5.5.2, 7.2.1, 7.5.4, 8.4, 8.5
4.2.2.e, 4.3.1, 5.3.e, 5.4.1.c, 5.4.2.b, 5.5.2
17 18.10.2010
Delete : 4.2.2.b, 4.3.1.f
18 Total Revision 22.12.2010
Revision of par. 4.2.4, 4.3.1, 4.3.2, 4.3.3, 5.5.1.e,
8.2.2, 8.5.2 and Annex B. Incorporation of revised
21 27.06.2013
International Standard ISO/IEC 17020:2012.
Incorporation of new Organizational chart

HRS QM 21
ANNEX B. Cross-Reference Table between HRS QMS and ISO/IEC 17020
SUBJECT ISO/IEC 17020 HRS QMS
Accreditation scope Par. 1, 5.1.3 ΕΔΠ

Contracts or work orders for inspection Par. 5.1.5 QM par.3.6, QP08
Insurance cover Par. 5.1.4 ΕΔΠ
Inspection body staff are free from commercial, Par.4.1 QM par.3.1d, 4.3.1
financial or other pressures which might affect
their judgment
Confidentiality Par. 4.2, 6.1.13 QM, par.4.3.3
Organizational chart Par. 5.2.3 QM par.4.2.2e
Details of responsibility for each position having Par. 5.2.7-6.1.1 QM par.5.5.1
effect on quality of inspections or records of
inspections
Supervision of surveyors Par. 7.1.5c QP03
Monitoring of surveyors on-site Par. 6.1.5,6.1.8,6.1.9 QM par.3.11, 3.12, 8.2.3
QP09
Position of QMD in organizational chart Par. 8.2.3 QM par.4.2.2e
Internal quality audits Par. 8.6 QM par.8.2.2, QP10
Management reviews Par. 8.5 QM par.5.4.1, 5.6, QP11
Personnel employment Par. 6.1.2, 6.1.5 QP05
Qualifications, training, experience of surveyors Par.6.1.3 QM par.4.2.2g
Identification of training needs Par. 6.1.6, 6.1.7 QP06
Suitability and calibration of equipment used Par. 6.2, 6.2.6-6.2.9 QM par.7.6, QP23
Contract or request by the client for inspection Par. 7.1.5 QP08
Procedures to ensure safety of personnel Par. 7.1.9 WI/B/SP/02
Detailed inspection reports to be kept Par. 7.3 QM par.7.5.1
Requirements for certificates and reports Par. 7.4 QM par.3.4.3
Inspection carried out by sub-contractors Par. 6.3 QP21, QP24
Complaints and Appeals Par. 7.5 QM par.8.2.1, QP25, QP26
Cooperation of inspection bodies Par. 5.2.2 QM par.4.3.4, QP19

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HELLENIC REGISTER OF SHIPPING

QUALITY MANAGEMENT SYSTEM

Prepared by: ANZ

MESSAGE FROM THE CHAIRMAN OF THE BOARD OF DIRECTORS

The H.R.S. Top Management in the frame of its commitments:

Piraeus, 7 December 2012 D. Kalophonos - Chairman

Special obligations stipulated by individual contracts must always be respected.

We shall continuously prove integrity and competence.

Piraeus, 7 December 2012 D. Kalophonos - Chairman

Type of Document: QUALITY MANUAL

A.ZOULOS A. ZOULOS D.KALOPHONOS 27.06.2013

Hellenic Register of Shipping is an independent Classification Society Organisation serving

Type of Document: QUALITY MANUAL

A.ZOULOS A. ZOULOS D.KALOPHONOS 27.06.2013

0.2 PROCESS APPROACH MODEL

HRS QMS constitutes a strategic decision aiming in enhancing customers’ satisfaction by

Understanding and meeting requirements

CONTINUAL IMPROVEMENT OF THE HRS QMS

Design & Purchasing

Type of Document: QUALITY MANUAL

A.ZOULOS A. ZOULOS D.KALOPHONOS 27.06.2013

HRS: Hellenic Register of Shipping

Classification of ships and mobile offshore installations in respect of both new

Type of Document: QUALITY MANUAL

A.ZOULOS A. ZOULOS D.KALOPHONOS 27.06.2013

Any exclusions to above permitted references shall be listed on the statement of

2.1 NORMATIVE REFERENCES

ISO 9000: Quality Management Systems – Fundamentals and vocabulary.

3 TERMS AND DEFINITIONS

3.1 CLASSIFICATION SOCIETY

Type of Document: QUALITY MANUAL

A.ZOULOS A. ZOULOS D.KALOPHONOS 27.06.2013

A legally identifiable organization which:

a. publishes its own classification rules (including technical requirements) in relation to

c. publishes a register of classed ships;

e. is authorised by a Flag Administration as defined in SOLAS Chapter XI-1, Regulation

3.2 RECOGNISED ORGANISATION

A legally identifiable organisation which is authorized by a Flag Administration as defined in

The products of a Classification Society are of the following generic categories:

Type of Document: QUALITY MANUAL

A.ZOULOS A. ZOULOS D.KALOPHONOS 27.06.2013

Information (e.g. Society’s Class database)

The services of a Classification Society addressed by these requirements are those

3.4.1 Classification Service

3.4.2 Statutory Service

The results generated by statutory activities as defined by the Administration at the

For statutory requirements it is recognized that classification societies traditionally have a

3.4.3 Evidence of Service

Type of Document: QUALITY MANUAL

A.ZOULOS A. ZOULOS D.KALOPHONOS 27.06.2013

The recipient of a product or service provided by the Society.

3.7 FUNDAMENTAL PROCESSES

All technical and administrative processes affecting service; these include:

a. Development of the Society’s R&R for classification services, including the

b. Publication of the Society’s R&R;

c. Application of the Society’s Rules, Operational Instructions, Regulations and

d. Publication and maintenance of the register of ships and mobile offshore

e. Provision of a network of qualified and competent surveyors, including the related

from which surveys are managed, or

Type of Document: QUALITY MANUAL

A.ZOULOS A. ZOULOS D.KALOPHONOS 27.06.2013

3.10 VERTICAL CONTRACT AUDIT

VCA is a contract/order specific audit of production processes, including witnessing work