PRO DUCT

Doha Qatar

QUALITY MANUAL

ISO 9001: 2000

This manual and the information contained therein are the property of PRO DUCT. It must not be .reproduced or otherwise disclosed without prior consent in writing from PRO DUCT

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QUALITY MANUAL

MANUAL IDENTIFICATION
SECTION 4 -

This document is a controlled/uncontrolled copy.

Copy Number: Issued to Title

..............of................. ............................................ ............................................

Signed: Name: Date:

...................................................General Manager ................................... ...................................

Location: ...................................

NB: The issue status of this copy is that shown on the revision list in the foreword. Holders of controlled copies will be advised of any amendments or subsequent issues.

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FOREWORD Version 1

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CONTENTS
PAGE PRO DUCT......................................................................................................................................................1

MANUAL IDENTIFICATION.................................................................................................2 COMPANY FOREWORD .......................................................................................................4 REVISION REGISTER ............................................................................................................5 SECTION 1 - QUALITY MANAGEMENT SYSTEM REQUIREMENTS............................6
4.1 GENERAL REQUIREMENTS.................................................................................................................7 4.2 DOCUMENTATION REQUIREMENTS ................................................................................................7

SECTION 2 - MANAGEMENT RESPONSIBILITY.............................................................13

5.1 MANAGEMENT COMMITMENT ........................................................................................................14 5.2 CUSTOMER FOCUS..............................................................................................................................14 5.3 QUALITY POLICY.................................................................................................................................15 5.4 PLANNING.............................................................................................................................................16 5.5 RESPONSIBILITY, AUTHORITY AND COMMUNICATION...........................................................17 5.6 MANAGEMENT REVIEW.....................................................................................................................18 6.1 PROVISION OF RESOURCES..............................................................................................................21 6.2 HUMAN RESOURCES...........................................................................................................................21 6.3 INFRASTRUCTURE..............................................................................................................................24 6.4 WORK ENVIRONMENT.......................................................................................................................24

SECTION 3 - RESOURCE MANAGEMENT .......................................................................20

SECTION 4 - PRODUCT REALIZATION............................................................................25

7.1 PLANNING OF PRODUCT REALIZATION .......................................................................................26 7.2 CUSTOMER RELATED PROCESSES..................................................................................................27 7.3 DESIGN AND/OR DEVELOPMENT....................................................................................................29 7.4 PURCHASING........................................................................................................................................29 7.5 PRODUCTION AND SERVICE PROVISION......................................................................................31 7.6 CONTROL OF MONITORING AND MEASURING DEVICES..........................................................34 8.1 GENERAL (PLANNING).......................................................................................................................36 8.2 MEASUREMENT AND MONITORING...............................................................................................36 8.3 CONTROL OF NONCONFORMING PRODUCT.................................................................................39 8.4 ANALYSIS OF DATA ...........................................................................................................................40 8.5 IMPROVEMENT....................................................................................................................................40

SECTION 5 - MEASUREMENT, ANALYSIS & IMPROVEMENT....................................35

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FOREWORD Version 1

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COMPANY FOREWORD
Quality assurance is an essential part of all the activities of PRO DUCT. By issuing this quality manual, the management of PRO DUCT announces its commitment and the way in which it controls quality, particularly with respect to management responsibility. PRO DUCT is dedicated to insuring that its quality system is fully and completely understood by its employees and everyone working for PRO DUCT, and that the procedures of this quality system are implemented and maintained at all times. The quality system as documented in this quality manual is in accordance with the requirements of ISO 9001: 2000. The quality system is periodically and systematically reviewed by means of both internal and external audits.

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FOREWORD Version 1

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REVISION REGISTER
DATE REVISION CONTENT SECTION PAGE NUMBER

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FOREWORD Version 1

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SECTION 1 - QUALITY MANAGEMENT SYSTEM REQUIREMENTS

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Section 4 Version 1

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4.1

GENERAL REQUIREMENTS

The standard states: The organization shall establish, document, implement, maintain and continually improve a quality management system in accordance with the requirements of the standard. 4.1.1
4.1.2 PRO DUCT has established a quality management system that is structured according to the order of the ISO 9001:2000 Standard. PRO DUCT has established its quality system in a Quality Manual. The first version of the manual has been approved by the General Manager. The efficient implementation, the maintenance and improvement of the quality management system are part of the daily routine within PRO DUCT. The description of the quality management system is kept up-to-date. The Management Representative reports regularly to the General Manager about the efficiency of the quality management system. The processes that are required for the quality management system have been identified. They have been described in their sequence and interaction in section 7 of this manual. The criteria, methods and flow of information that are necessary for the control of above mentioned processes have been described in section 7 of this manual. The measurements and analyses which are required in order to monitor the processes and to implement improvements, have been described in section 8 of this manual. General Manager General Manager Managers

4.1.3

4.1.4 4.1.5

Management Representative Management Representative

Remark 1

4.2

DOCUMENTATION REQUIREMENTS

The standard states: The organization must have certain documents as part of the quality management system.
4.2.1 4.2.1.1 GENERAL The quality policy is stated in the controlled Quality Management System file. In the Quality Manual the following procedures that are specifically Page 7 of 42 Management Representative Management Section 4 Version 1

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required by the standard are included: 1 the control of documents; 2 the control of quality records; 3 the conducting of audits; 4 the control of non conforming product; 5 corrective action; 6 preventive action. 4.2.1.3 4.2.1.4 4.2.1.5 Quality records are kept on file at the appropriate locations. The controlled QMS file is on the Management Representatives computer/server. The quality records consist of at least records: 1 from management reviews; 2 from education, training and skills; 3 proving that the product quality was achieved; 4 proving that the organisation reviewed its possibility to meet product requirements; 5 drawings; 6 on supplier evaluation; 7 identification and traceability data; 8 covering audits and audit results; 9 on nonconformity; 10 regarding corrective action; 11 regarding preventive action. Other documents that are part of the quality management system are discussed in section 4.2.3.1 of this manual. QUALITY MANUAL The quality management system of PRO DUCT is described and worked out in detail in this Quality Manual. PRO DUCT does not use design in its realization processes. Therefore, paragraph 7.3 of the standard is excluded from the quality management system. PRO DUCT does not use calibration in its realization processes. Therefore, paragraph 7.6 of the standard is excluded from the quality management system. All other paragraphs of the standard are applicable according to the nature and size of the activities of PRO DUCT. 4.2.2.2 4.2.2.3 The Quality Manual is a controlled manual in the sense of section 4.2.3 below. The Quality Manual describes all the procedures of the quality management system, including those that are specifically required by Page 8 of 42 Management Representative Management Representative Section 4 Version 1 Management Representative

ACTION BY
Representative

Management Representative Management Representative Management Representative

Remark 4.2.2 4.2.2.1 Remark

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the standard. 4.2.2.4 The Quality Manual describes all the processes that are applied by PRO DUCT to realize the product requirements and customer satisfaction. The procedures show the relationships between the different processes. CONTROL OF DOCUMENTS The following documents are part of the controlled documents: Quality Manual Quality Policy Company profile Organizational chart Work Processes Flow Chart Work instructions Company forms List of approved suppliers Drawings Equipment manuals Product catalogs CONTROL OF THE QUALITY MANUAL 4.2.3.2 The Quality Manual has been approved by the General Manager. General Manager General Manager Quality Coordinator Management Representative

ACTION BY

4.2.3 4.2.3.1

4.2.3.3

At least once a year, the General Manager and the Quality Coordinator, and with other parties if necessary, will review this manual and verify that it continues to describe the Quality System correctly. These reviews are recorded and minutes kept. Changes in the Quality Manual require the approval of the General Manager. Each change, addition or revision in the quality management system or in the procedures, which are important for quality, is notified to the Quality Coordinator. Before revisions are approved, they shall be tested during a trial period of at least three months. After approval the description of the quality system or the specific procedure is revised. Approved changes are recorded. Sections of the manual that have been changed contain the following information: Page 9 of 42

4.2.3.4 4.2.3.5 4.2.3.6

Quality Coordinator General Manager All

4.2.3.7 4.2.3.8 4.2.3.9 7 November 2007 PRO DUCT

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4.2.3.10 4.2.3.11 4.2.3.12 4.2.3.13

Page number; Section; Date; Revision information; Approval. Quality Coordinator Quality Coordinator Quality Coordinator General Manager Quality Coordinator Quality Coordinator Quality Coordinator Quality Coordinator Quality Coordinator Quality Coordinator

The revision is included in the revision register. All changes in the manual are made to the controlled copies so that these always remain up-to-date. The version number of the manual is noted at the bottom of each page of the manual. The responsibility for the control of the Quality Manual lies with the General Manager, who has delegated the execution of this responsibility to the Quality Coordinator. "Controlled" and "Not-controlled" copies of the manual can be distributed. Controlled copies are numbered and are issued by name to specified staff members. The Quality Coordinator supervises the distribution of the manual. Numbered copies are distributed as follows: 1. Management Representative The Quality Coordinator is responsible for keeping the content of all controlled copies of the Manual up-to-date. Uncontrolled copies are not numbered. They are marked as a notcontrolled copy and not kept up-to-date. CONTROL OF OTHER DOCUMENTS

4.2.3.14 4.2.3.15 4.2.3.16 4.2.3.17 4.2.3.18 4.2.3.19

4.2.3.20

Documents that are part of the quality management system, such as standards, government permits, or printed documents are approved by the responsible manager who is responsible for the control of that document. Standard documents that are adapted for use in in-house communications, work progress monitoring, inspections, offers, order confirmations, invoicing, etc., are kept on the Management Representatives computer, and in a hard copy file kept by the Management Representative. Any changes to these documents are made by the Management Representative or designated department heads. Page 10 of 42

Management Representative

4.2.3.21

Management Representative

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4.2.3.22 4.2.3.23

PROCEDURE
An identification number is given to each fabrication order. Relevant external documents are kept and updated in the offices of PRO DUCT. These documents are immediately updated with any changes. Invalid documents are marked as such or shredded. PRO DUCT utilizes the following work instructions: Duct Fabrication Instructions CONTROL OF QUALITY RECORDS All information is stored in such a way that it can be easily retrieved. Where possible the information is linked to each other to ease the retrieval. Quality records are kept for a period of 10 years. The following documents are specifically included in the quality records: Minutes of the management review meetings; Copies of requests for quotations; Contracts that are drawn up between PRO DUCT and customers; Contracts with sub-contractors/suppliers; Purchase orders from customers; Drawings; Purchase orders of PRO DUCT to its suppliers; Price lists; Important customs clearance documents; Time-tables for planning of the works to be carried out regarding (parts of) projects; Manufacturing orders; Work monitoring/progress records; Correspondences with the customer; Delivery slips; Inventory forms; Invoices; Results of inspection and testing; List of the equipment that needs to be inspected/calibrated; Results of calibrations; Internal administrative memos; Back-up logs; Data concerning corrective and preventative action; Customer surveys; Results of Quality Audits; Training data; Timetables for servicing/maintenance; Service records. The originals of all quality records are kept on file with the Page 11 of 42

ACTION BY
Production Manager Quality Coordnator Quality Coordinator Quality Coordinator

4.2.3.24

4.2.3.25 4.2.4 4.2.4.1

Administration

4.2.4.2 4.2.4.3

Administration Quality Coordinator

4.2.4.4 7 November 2007 PRO DUCT

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customer/supplier documents. 4.2.4.5 4.2.4.6 4.2.4.7 4.2.4.8 The Archives are indexed and maintained by the Secretary. Data that is stored electronically is stored on a back-up medium at least once a month. The disks are stored in a secure location outside PRO DUCTs Head Office. A checklist of these back-ups is maintained up to date. Secretary IT Engineer General Manager IT Engineer

ACTION BY

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Section 4 Version 1

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SECTION 2 MANAGEMENT RESPONSIBILITY

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Section 5 Version 1

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5.1

MANAGEMENT COMMITMENT

The standard states: The management shall provide evidence of its commitment to the development and improvement of the quality management system.
Policy 5.1.1 Remark 5.1.2 5.1.3 The General Manager has formulated a quality policy in writing. The procedures concerning the establishment of the policy have been given in 5.3 below. The quality objectives are formulated based upon the quality policy of PRO DUCT. Quality objectives have been formulated for relevant departments, as a derivation of the quality objectives for PRO DUCT. The procedures concerning the establishment of the quality objectives have been given in 5.4.1 below. Management reviews 5.1.4 At least twice a year the General Manager and the Quality Coordinator review the quality system. A description of the review is given in section 5.6 of this manual. Resources 5.1.5 The Management Representative ensures that the resources that are available to employees for the execution of their tasks of PRO DUCT are sufficient to attain the quality objectives. Management Representative General Manager General Manager General Manager General Manager

5.2

CUSTOMER FOCUS

The standard states: The management shall ensure that customer needs and expectations are determined, and fulfilled in order to achieve customer satisfaction.
5.2.1 5.2.2 PRO DUCT has defined in which sector of the market it wants to focus: duct fabrication. The General Manager focuses on relationships with the banks, important public relations, opening up new markets, finding new customers, and sales strategy. General Manager General Manager

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Section 5 Version 1

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5.2.3

PROCEDURE
In order to meet specific requirements and desires of groups of customers, PRO DUCT has chosen to approach its customers through Sales Manager. The Sales Manager keeps contact with the customer in the process to reach an agreement/tender offer. The Sales Manager informs the management about his experiences during these visits. Customers who directly visit the factory are handled by the General Manager. Marketing/PR is done through the Business Development Manager.

ACTION BY
General Manager Sales Manager Sales Manager General Manager Business Development Manager Sales Manager General Manager Sales Manager General Manager

5.2.4 5.2.5 5.2.6 5.2.7

5.2.8 5.2.9 5.2.10 5.2.11

The Sales Manager provides potential customers with free technical support as required. Customers are encouraged to visit PRO DUCT. The Sales Manager is responsible for management of customer relations. The General Manager is informed about orders and requests, which are used as a monitoring instrument for customer satisfaction (see section 8 of this manual).

5.3

QUALITY POLICY

The standard states: The management shall clearly define and communicate what its quality objectives are.
5.3.1 The General Manager has defined the quality policy as part of the total company policy. This ensures that the quality policy is adapted to the purpose of PRO DUCT In the quality policy it is included that the quality management system needs to fulfill the requirements of the ISO 9001:2000 Standard. Hereby the management of PRO DUCT has committed itself to continuous improvement of the system. The quality policy has been communicated to the personnel. Regular review takes place to determine whether the quality policy and especially the quality objectives of PRO DUCT are still appropriate. Page 15 of 42 General Manager General Manager

5.3.2

5.3.3 5.3.4

General Manager General Manager

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5.3.5

PROCEDURE
The quality policy is included in the controlled Quality Management System file. Therefore the policy is a controlled document.

ACTION BY
Quality Coordinator

5.4

PLANNING

The standard states: The management shall ensure that quality objectives are clear at relevant functions and levels within the organization, that the planning of the functioning of the system works in practice and that work methods can continuously be improved.
5.4.1 5.4.1.1 5.4.1.2 5.4.1.3 REMARK QUALITY OBJECTIVES The quality objectives for PRO DUCT, as formulated in the quality policy, are further elaborated in measurable quality objectives. The quality objectives and the realization thereof are reviewed by the General Manager. If necessary the quality objectives are adapted and/or updated. Such quality objectives can contain: resources needed responsibilities and authorities for (elements) of the plans needs for documentation measurement and monitoring instruments to evaluate progress Meetings in which such planning or changes are discussed are recorded and reports are filed. QUALITY MANAGEMENT SYSTEM PLANNING When designing the equipment and processes, and implementing procedures, attention is paid to all aspects of the quality management systems in their interrelations, to ensure that requirements can be met. At the moment that the quality management system was systematically described in all its aspects, the management approved it. In reviewing the concept, attention was paid to the strategic considerations and objectives of the organization and the resources that are necessary to implement the system. When major changes or extension take place to the organization or its quality management system, the following points are taken into consideration: strategies of the organization objectives needs and expectations of the customers legal requirements evaluation of the product and process performance Page 16 of 42 General Manager General Manager General Manager General Manager General Manager General Manager

5.4.1.4 5.4.2 5.4.2.1

5.4.2.2

5.4.2.3

General Manager

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lessons learned from previous experience opportunities for improvement 5.4.2.4 The integrity of the quality management system is maintained by the implementation of control procedures for changes that may take place to the system, as described in procedures under 4.2.3. General Manager

ACTION BY

5.5

RESPONSIBILITY, AUTHORITY AND COMMUNICATION

The standard states: The management shall ensure that it is aware of what happens in the organization and to guide that with sufficient assurance.
5.5.1 5.5.1.1 RESPONSIBILITIES AND AUTHORITY Responsibilities and authority for tasks that affect the quality of the products and services of PRO DUCT have been defined in an organizational chart and in this manual. MANAGEMENT REPRESENTATIVE The General Manager has specifically entrusted the care for the quality management system to one of the members of the management team, the Management Representative. Daily realization and coordination of the tasks of the Management Representative has been delegated to a staff member that has been appointed as Quality Coordinator. Actions ascribed to the Management Representative might in practice be carried out by the Quality Coordinator under the responsibility of the Management Representative. 5.5.2.3 The Management Representative is responsible for changes in the processes of PRO DUCT being documented in the quality management system. This manual, which gives a description of the processes, is the foundation for this task. The Management Representative increases the level of awareness within the organization of the need to fulfill the product requirements and the realization of customer satisfaction. The Management Representative reports regularly to the General Manager about the efficiency of the quality system and about any required revisions to the quality procedures. INTERNAL COMMUNICATION Page 17 of 42 Section 5 Version 1 Management Representative Quality Coordinator Management Representative Management Representative General Manager General Manager General Manager

5.5.2 5.5.2.1

5.5.2.2

5.5.2.4 5.5.2.5

5.5.2.6

5.5.3 7 November 2007 PRO DUCT

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5.5.3.1 5.5.3.2 5.5.3.3 5.5.3.4 5.5.3.5 5.5.3.6

PROCEDURE
The flat (uncomplicated) structure of the organization of PRO DUCT is a guarantee for intensive communication between all of the staff. The General Manager and Production Manager communicate daily to discuss and monitor manufacturing orders. Bulletin boards are set up in the factory to facilitate internal communication. House rules and internal memos are utilized to ensure internal communication. Staff involved in sales and service have been issued company compensated mobile phones. Quality is subject to the agenda of the management review meeting, of the meeting of Sales-Production, and of the work meetings of (managers of) relevant departments. If there is a reason for this, a meeting of all the personnel will be organized.

ACTION BY
General Manager General Manager General Manager General Manager General Manager Managers

5.5.3.7

Management Representative

5.6

MANAGEMENT REVIEW

The standard states: The management shall review whether what is being done is still suitable, adequate and effective. The review shall evaluate the need for changes or improvements.
5.6.1 5.6.1.1 GENERAL At a minimum of twice a year, the management reviews the quality management system. The meeting is chaired by the General Manager and attended by the Quality Coordinator. The General Manager decides who else should attend the meeting. On the basis of the before mentioned meeting, changes will be made in the Quality Manual as needed. REVIEW INPUT The review meeting includes specifically: 1. 2. 3. 4. Follow-up actions from earlier management reviews The results of the most recent audits Feedback from customers Complaints, especially when these are caused by a shortcoming in the quality system of PRO DUCT 5. The process performance and product conformity 6. The effectiveness and implementation of corrective and preventive actions which have been carried out 7 November 2007 PRO DUCT Page 18 of 42 Section 5 Version 1 General Manager General Manager

5.6.1.2 5.6.2 5.6.2.1

Quality Coordinator

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7. Modification of the quality management system and the procedures 8. Training needs assessment 9. The quality level of suppliers 10. Date of next meeting 5.6.3 5.6.3.1 5.6.3.2 REVIEW OUTPUT Minutes are made of these management reviews that are retained. In these minutes it is defined what has been decided regarding: 1 Actions to improve the quality management system (changes in procedures); 2 Actions to improve the quality of the products and/or the servicing (when requirements by customers give reason for this); 3 Resources to be acquired or improved (people, machines, methods, materials, external services, advanced technology, etc.) Quality Coordinator Quality Coordinator

ACTION BY

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Section 5 Version 1

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SECTION 3 RESOURCE MANAGEMENT

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Section 6 Version 1

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6.1

PROVISION OF RESOURCES

The standard states: The organization shall determine and provide in a timely manner the resources necessary to do what is needed to satisfy the customer.
6.1.1 The processes that are applied by PRO DUCT for the execution of activities that affect the quality (the quality management system) are defined in this Quality Manual. The General Manager of PRO DUCT achieves the improvement of the quality management system through the regular review of the system. If necessary, improvement measures will be decided based upon the monitoring of the effectiveness of previous improvement measures. See section 5.6 of this manual Where appropriate, the required resources to carry out and improve the processes in a timely manner are decided upon during this review. The Management Representative ensures that sufficient resources are available to the employees of PRO DUCT for the execution of their tasks in order to attain the quality objectives. General Manager General Manager

6.1.2

6.1.3 6.1.4

General Manager Management Representative

6.2

HUMAN RESOURCES

The standard states: Personnel who are assigned responsibilities shall be competent on the basis of education, training, skills and experience.
6.2.1 Remark GENERAL The nature of the activities of PRO DUCT requires that those employees that are responsible for (a part of) the quality management system, have received special training, or have proven to have sufficient know-how and skills in daily practice The competence of personnel is assured through the hiring procedures, on the job observation, and a trial period. The Management Representative controls from the specific angle of quality the required qualifications of the personnel COMPETENCE, AWARENESS AND TRAINING. During the selection of personnel, for those functions where it is necessary, requirements are made to the achieved training/education certificates and degrees. In addition, customer requirements are taken into consideration. Page 21 of 42 General Manager General Manager Management Representative

6.2.1.1 6.2.1.2 6.2.2 6.2.2.1

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PROCEDURE
Data concerning achieved certificates and degrees, permits, and evaluations is available in the personnel files. Personnel file contents are monitored by a Personnel File Checklist. When an employee starts his work, he is informed about the House Rules of PRO DUCT. At least once a year a training plan is defined. Records are kept of all relevant internal and external training, including: The dates of the training; The description of the training; Copies of all qualification certificates obtained. Data concerning training of all relevant employees is periodically reviewed during the management review meetings in order to evaluate the effectiveness of followed training.

ACTION BY
Management Representative

6.2.2.3 6.2.2.4 6.2.2.5 6.2.2.6

HR Department General Manager General Manager Management Representative

6.2.2.7

Management Representative

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Section 6 Version 1

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6.3

INFRASTRUCTURE

The standard states: The organization shall provide the facilities that are required to deliver good work.
6.3.1 Work areas are equipped with the required tools, equipment, hardware and software, utilities (electricity, electricity back up system, water, and sanitation), spare parts, safety and fire fighting equipment, first aid equipment and computers. Virus protections updates are carried out on a regular basis and logged. PRO DUCT supplies certain employees with vehicles for company use and reimburses gasoline costs. General Manager

6.3.2 6.3.3

IT Engineer General Manager

6.4

WORK ENVIRONMENT

The standard states: The organization shall take care of a suitable work environment.
6.4.1 The environment in which employees of PRO DUCT carry out their work is at least compliant with the requirements that are set by the Qatari labor law. Work areas are equipped with sufficient quality furniture. The factory is cleaned on a regular basis. PRO DUCT provides factory workers with all necessary protective clothing and equipment for safety. General Manager General Manager General Manager General Manager

6.4.2 6.4.3 6.4.4

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SECTION 4 PRODUCT REALIZATION

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Section 7 Version 1

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PROCEDURE NUMBER
Remark 1 Remark 2

PROCEDURE
The products and services that PRO DUCT supplies are: 1 Ducts for HVAC The main activities of PRO DUCT are: 2 Marketing & sales 3 Production Where necessary, PRO DUCT utilizes detailed work instructions. The work instructions are easily accessible, and the employees that work with them have a copy in their possession.

ACTION BY

Remark 3

Remark 4

The operational process is started at the moment that a written order confirmation is received.

7.1

PLANNING OF PRODUCT REALIZATION

The standard states: The organization shall know what it wants to do, how it will do it, how it will assure that it is doing what it wants, and how it will register that it did what it wanted.
Remark The production and administrative facilities of PRO DUCT are developed and arranged on the basis of experience, company structure, space and storage requirements, requirements for projects. For those activities of PRO DUCT that are mainly based on routine, the quality planning is described in the procedures of this manual. For those activities that are not based on routine or in case of new, complex activities, the way in which it is assured that quality will be achieved is documented beforehand. Attention can be given to the following points amongst other things: 1 specific knowledge and capabilities of employees; 2 specific properties of tools, equipment and means; 3 adjustment of the contents and form of the services; 4 specific requirements that are made to design, special products, company performance; 5 the way quality will be measured during production; 6 possible problems that can be foreseen. The quality planning is especially focused on those aspects of the orders that are new or contain a higher level of risk because of their complexity. At least weekly and more often as required, meetings are held between the Production Manager and Sales Manager in order to correctly plan the projects under execution. One of results of this meeting is the planning for the following period for running projects and new (phases of) projects under execution. Page 26 of 42 General Manager Production Manager

7.1.1 7.1.2

7.1.3 7.1.4

Production Manager Production Manager/ Sales Manager Production Manager Section 7 Version 1

7.1.5

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7.1.6 7.1.7 7.1.8

PROCEDURE
Work is planned on a weekly basis at the end of the week for the following week. Work is planned to guarantee meeting and delivery times for contracted deals. Needs for raw materials, imported and local supplies, tools and spare parts are planned for through planned purchasing requests in agreement with the production plan. Derivations from the production plan, if any, are measured, analyzed, and sought to be overcome.

ACTION BY
Production Manager Production Manager Production Manager Production Manager

7.1.9

7.2

CUSTOMER RELATED PROCESSES

The standard states: The organization shall determine customer requirements, even if the customer does not specify these.
7.2.1 7.2.1.1 7.2.1.2 7.2.1.3 7.2.1.4 7.2.1.5 7.2.1.6 7.2.1.7 7.2.1.8 7.2.1.9 7.2.1.10 7.2.1.11 7 November 2007 PRO DUCT DETERMINATION OF REQUIREMENTS RELATED TO THE PRODUCT Contacts with the customer about requests for offers and orders (amongst other things) are the responsibility of the Sales Manager. PRO DUCT receives a faxed inquiry, phone call, or walk-in visit from potential customers. The request is reviewed regarding the capability in methods, resources and planning of PRO DUCT. Where necessary, the Sales Manager discusses with the Production Manager or with the customer. Agreement with the customer is made upon required specifications. Prices, delivery conditions and way of payment are defined. An offer (quotation) is made in writing. The Sales Manager reviews the offer and signs. The offer (quotation) is faxed/hand delivered to the customer. The customer signs for acceptance of the offer and returns the signed offer by fax. If requested, a written order confirmation is sent to the customer. Some customers confirm their order with a Purchase Order. Page 27 of 42 Sales Manager Sales Manager Sales Manager Production Manager Sales Manager Sales Manager Sales Manager Sales Manager Sales Manager Sales Manager Sales Manager Section 7 Version 1

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7.2.1.12 7.2.1.13 7.2.2 7.2.2.1

PROCEDURE
Data of the order is recorded in the computer. The agreement with the customer is registered in writing. REVIEW OF PRODUCT REQUIREMENTS With the review of the customer request (see procedures under 7.2.1), the capability to supply the product that is requested is also taken into consideration. All offers are sent to the customer in writing. The customer signs the offer before work begins. Any changes in product requirements result in the amending of the relevant documents and all relevant personnel are informed about required changes. It is ensured that customer approval is obtained when necessary. COMMUNICATION WITH THE CUSTOMER Written communication

ACTION BY
Sales Manager Sales Manager

Sales Manager

7.2.2.2 7.2.2.3 7.2.2.4

Sales Manager Customer Sales Manager

7.2.3

7.2.3.1

Incoming faxes and letters are stamped, signed, and dated, with a copy given to administration for subject/project filing, a copy filed in the in-out file, and a copy given to whom it may concern. Incoming and outgoing emails are saved in the appropriate email file on computer. Copies of outgoing faxes and letters are filed. Logbooks are kept to record all in & outgoing mail and faxes. All orders are tracked by and the name of the customer and the date of the order. Any changes in orders result in a new offer. Other communication

Secretary

7.2.3.2 7.2.3.3 7.2.3.4 7.2.3.5 7.2.3.6

All Secretary Secretary Production Manager Sales Manager

7.2.3.7 7.2.3.8 7.2.3.9 7.2.3.10

The results of meetings with the customer are registered in writing. During the phase of acquisition and after the completion of an order the Sales Manager is responsible for all contacts with the customer. The Salesmen visits the customers regularly and reports about that to PRO DUCT. Customers are encouraged to visit PRO DUCT.

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7.3

DESIGN AND/OR DEVELOPMENT

The standard states: The design or development of a product shall be arranged and documented at all stages. The final design needs to verifiably meet the aim for which it is developed.
Remark This ISO 9001:2000 paragraph is specifically applicable on orders for products that are not amongst the standard products and for which no standard drawings are available. As PRO DUCT does no design, this paragraph is exempted from the Quality Management System.

7.4

PURCHASING

The standard states: The organization needs to assure that purchased goods meet the requirements and that suppliers are approved.
7.4.1 7.4.1.1 PURCHASING PROCESS The suppliers for raw materials and equipment are selected from a list of Approved Suppliers, which is reviewed and updated regularly and when necessary. A copy of the list of Approved Suppliers is kept at the factory. The selection of suppliers is based on a number of criteria which are applied where necessary and according to importance: 1 previous experience; 2 internal requirements and specifications; 3 availability of the product in the market; 4 payment and delivery conditions. Where possible PRO DUCT has at least two approved suppliers for goods to be purchased. As much as possible, PRO DUCT has made agreements with approved suppliers, including price and payment and delivery terms. The performance of suppliers is reviewed in the quality management review meeting. PRO DUCT possesses up-to-date catalogues of relevant Approved Suppliers. New suppliers are found through international exhibitions and the internet. General Manager General Manager General Manager

7.4.1.2 7.4.1.3

7.4.1.4 7.4.1.5 7.4.1.6 7.4.1.7 7.4.1.8

General Manager General Manager General Manager General Manager General Manager

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7.4.1.9 7.4.2 7.4.2.1 7.4.2.2 7.4.2.3

PROCEDURE
Extra attention to the quality of the ordered goods is given, when an order is made of a supplier that has not been approved previously. PURCHASING INFORMATION Goods that are not in stock anymore, or that get down to the minimum stock level are ordered. Requests for quotations are solicited and received by fax or email from suppliers. Orders are made with a purchase order from PRO DUCT to the supplier, are in writing (except in the case of daily orders by telephone), and specify the nature of the material or equipment required. In case of a new supplier or product, the price is negotiated. The General Manager prioritizes purchasing needs. The General Manager approves all purchase orders in writing before they are sent to the supplier. Some suppliers confirm the purchase order by fax. The General Manager follows up with suppliers. The factory is informed what to expect. Customs is addressed for imports. VERIFICATION OF PURCHASED PRODUCT All incoming goods are visually inspected and signed for as verified. Quality and quantity data of the supplied goods are compared with the delivery slip. If necessary the General Manager does a visual check on the purchased goods. The Production Manager is responsible about the acceptance or rejection of delivered goods. If any good or equipment is not accepted, it is returned to the supplier.

ACTION BY
General Manager

General Manager General Manager General Manager General Manager

7.4.2.4 7.4.2.5 7.4.2.6 7.4.2.7 7.4.2.8 7.4.2.9 7.4.2.10 7.4.3 7.4.3.1 7.4.3.2 7.4.3.3 7.4.3.4 7.4.3.5

General Manager General Manager General Manager General Manager General Manager

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7.4.3.6 7.4.3.7

PROCEDURE
The General Manager signs and forwards the invoice to the accountant for payment. A copy of the purchase orders and packing lists/invoices of suppliers is kept in the supplier files.

ACTION BY
General Manager General Manager

7.5

PRODUCTION AND SERVICE PROVISION

The standard states: The organization must know what is expected of it. It should carry out its responsibility in the right way with the right equipment. It should know how it does this and what is delivered to the customer.
Remark 7.5.1 Remark 7.5.1.1 7.5.1.2 7.5.1.3 7.5.1.4 7.5.1.5 7.5.1.6 7.5.1.7 7.5.1.8 All products conform to the provisions stated in the specific order. CONTROL OF PRODUCTION AND SERVICE PROVISION The production process starts with the reception of an order. The order is judged for correctness and completeness. The data of the order is entered onto the Fabrication Sheet, which is numbered. The weekly production schedule is consulted, and amended on a daily basis as needed. Copies of the Fabrication Sheet, including due dates, are given to the duct fabricators. On each Fabrication Sheet, the project and customer name are indicated. Staff work is monitored by time sheets. All products are delivered as built based on the fabrication drawing straight to the customer. The name of the customer, the project name, and the item number are written on the stickers placed on each product for identification and tracking purposes. When necessary, the Production Manager will issue work instructions or internal memos to facilitate and streamline the work of the duct fabricators. Production Manager Production Manager Production Manager Production Manager Production Manager Production Manager Production Manager Plasma Operator

7.5.1.9

Production Manager

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7.5.1.10 7.5.1.11 WORK INSTRUCTIONS 7.5.1.12 7.5.1.13 7.5.1.14 7.5.1.15 General procedures for each of PRO DUCTs activities are available in work instructions. PRO DUCT makes use of the following work instructions: Duct Fabrication Instructions. These instructions contain a detailed description of the steps to be taken which are referred to in this Quality Manual. Specific steps to be followed are adapted according to the order. USE OF SUITABLE EQUIPMENT 7.5.1.16 7.5.1.17 PRO DUCT utilizes the latest tools and equipment in performing its various processes. Periodical maintenance is made for all tools and equipment and machines to ensure their quality according to a maintenance schedule, and records are kept. The factory is cleaned on a weekly basis. Tools and equipment are upgraded after their validity time ends or, in the case of software, with the issue of a new version. RELEASE AND DELIVERY 7.5.1.20 7.5.1.21 7.5.1.22 7.5.1.23 7.5.1.24 The Production Manager record every finished item on the Fabrication Sheet. A quality control approved sticker is placed on every item inspected by the Production Manager. The delivery note is prepared and signed. For delivery the customer is called and a time is agreed upon. The Production Manager coordinates with the Sales Manager to ensure correct and on-time packing and delivery of goods. Production Manager Production Manager Production Manager Production Manager Production Manager/ Sales Manager Section 7 Version 1 General Manager Production Manager Production Manager General Manager General Manager General Manager General Manager Production Manager

PROCEDURE
Copies of all relevant documents are kept on file according to the name of the customer and the name of the project.

ACTION BY
Production Manager

7.5.1.18 7.5.1.19

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7.5.1.25 7.5.1.26 7.5.1.27 7.5.1.28 7.5.2 REMARK

PROCEDURE
The delivery slip is signed for approval to indicate inspection by the Warehouse Manager and driver. The delivery slip is signed by the customer for receipt of the goods, with signature, name and date. A copy of the delivery slip is given to the customer, a second copy to the factory, and a third given to the Accounting Department for invoicing. Returned goods are reworked in the factory or replaced as need be. VALIDATION OF PROCESSES FOR PRODUCTION & SERVICE PROVISION In a number of cases shortcomings in output of the process cannot be verified by monitoring or measurement (inspection). Shortcomings will only appear after the product has been delivered to the Customer. PRO DUCT identifies these non-conformances by the receipt of a complaint or a request for service. Through the reports to the General Manager about complaints and non-conformances (amongst other things) corrective or preventative actions are decided upon. IDENTIFICATION AND TRACEABILITY Every manufactured item has a unique name and fabrication number. All fabrication orders are identifiable by the customers name and project name. All offers are identified by a unique offer number. Projects and regular customers have their own files. A chronological file is kept for all offers/quotations to customers, including the reference number, date, name of offer, and type of correspondence. CUSTOMER PROPERTY PRO DUCT does not use customer-supplied products when there is doubt about the suitability of these products. PRO DUCT makes the same requirements to customer supplied products as to products it purchases itself. PRO DUCT takes all suitable measures to prevent damage to customersupplied property. Page 33 of 42

ACTION BY
Warehouse Manager Production Manager Production Manager Production Manager

7.5.2.1 7.5.2.2

Sales Manager General Manager

7.5.3 7.5.3.1 7.5.3.2 7.5.3.3 7.5.3.4 7.5.3.5

Production Manager Production Manager Sales Manager Sales Manager Sales Manager

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PROCEDURE
When serious defects are noted with respect to products or other materials entrusted to the care of PRO DUCT the Production Manager informs the General Manager who then informs the customer. Any report of damage to customer property is reported to the Production Manager. Records concerning damaged customer property are kept. PRESERVATION OF PRODUCT PRO DUCT treats all products and materials in its control with the greatest possible care to prevent damage. All documents and materials are filed and stored in appropriate storage areas in a way to limit damage to goods to a minimum. All goods and raw materials are stored as much as possible in their original packaging. PRO DUCT also involves suppliers in defining and implementing effective and efficient processes to protect purchased material. Storage facilities, work methods and ways of transportation are designed and developed in a way to limit damage to goods to a minimum.

ACTION BY
Production Manager Production Manager General Manager

7.5.4.5 7.5.4.6 7.5.5 7.5.5.1 7.5.5.2 7.5.5.3 7.5.5.4 7.5.5.5

All employees All employees Production Manager General Manager General Manager

7.6

CONTROL OF MONITORING AND MEASURING DEVICES

The standard states: The organization shall know what should be measured and monitored and the measuring devices need to be suitable for purpose.
Remark The measurements that GPBM carries out to evaluate whether its products meet the stated requirements are predominantly functionality tests. Thus no inspection devices are used that need to be calibrated.

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8.1

GENERAL (PLANNING)

The standard states: The organization shall know what should be measured in which way to ensure customer satisfaction and to improve the quality management system.
Remark 8.1.1 The processes of the Quality Management System are monitored as described in this manual. The work instructions indicate what measurements need to be carried out where applicable. General Manager

8.2

MEASUREMENT AND MONITORING

The standard states: The organization shall determine how it will measure customer satisfaction. It shall know whether it continuously meets the requirements of the standard, and whether its activities are carried out in the proper way and the product meets the requirements.
8.2.1 8.2.1.1 CUSTOMER SATISFACTION PRO DUCT has chosen an organizational structure, in which it is the specific task of the Sales Manager to monitor customer satisfaction and to report about this to the General Manager. The General Manager measures customer satisfaction randomly on the basis of discussions with customers, follow-up phone calls and visits, requests for quotations, direct sales, referrals and repeat customers. Some customers are asked on a regular basis to fill out a customer survey used for monitoring purposes. The Sales Manager follows up with the customer after delivery to ensure customer satisfaction. Maintenance requests and reports, and customer complaints, are used to monitor customer satisfaction. Customer satisfaction is also determined through the monitoring of sale volume and through customer payments. Results of customer satisfaction are registered in writing. General Manager General Manager Sales Manager Sales Manager General Manager General Manager Management Representative

8.2.1.2

8.2.1.3 8.2.1.4 8.2.1.5 8.2.1.6 8.2.1.7

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GENERAL (PLANNING)

The standard states: The organization shall know what should be measured in which way to ensure customer satisfaction and to improve the quality management system.
8.2.2 8.2.2.1 INTERNAL AUDIT PRO DUCT plans and organizes its quality audits for twice a year, which together cover the whole of the QMS according to the ISO 9001:2000 standard. The audit consists out of interviews and document and process reviews amongst other things. An auditor shall not audit his own work. The results of the audit are reported in writing to the General Manager of PRO DUCT. Non conformities are rectified and follow up activities are verified and reported to management. The reports are reviewed in management review meetings and filed. Customers of PRO DUCT can make an audit themselves of the procedures of PRO DUCT, only after the explicit approval of the General Manager. MONITORING AND MEASUREMENT OF PROCESSES PRO DUCT measures the proper functioning of its realization processes (see REMARK II of Section 7 of this Manual), as follows: 7 Customer related processes by the monitoring of the sales volume; 8 Product related processes by the monitoring of complaints and non-conformances; 9 Administrative processes by the monitoring of the functionality of the internal and external communication. Processes are monitored through a Work Processes Flow Chart. The Production Manager follows a program of works schedule that is General Manager General Manager Management Representative Management Representative Management Representative Management Representative Quality Coordinator General Manager

8.2.2.2 8.2.2.3 8.2.2.4 8.2.2.5 8.2.2.6 8.2.2.7

8.2.3 8.2.3.1

8.2.3.2 8.2.3.3

General Manager Production

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GENERAL (PLANNING)

The standard states: The organization shall know what should be measured in which way to ensure customer satisfaction and to improve the quality management system.
continually revised and updated. 8.2.3.4 8.2.3.5 8.2.3.6 8.2.3.7 Processes are monitored by daily production reports made by the Production Department. The Production Manager supervises all stages of manufacturing and assembly. The Production Supervisor continually monitor production processes. Total daily delivery to the Warehouse is monitored by a Finished Goods to Warehouse log compiled and signed by the Production Manager. The General Manager also personally visits the factory daily when in country. The Production Manager monitors the suitability of purchased raw materials. All incoming goods are subjected to visual inspection. Raw Material Inventory is monitored by: yearly inventory counts; stock control (in-out) charts on computer; minimum acceptable levels. MONITORING AND MEASUREMENT OF PRODUCT After the production process is completed, a final inspection is carried out. The employee doing final inspection attaches the quality control approved sticker as verification of final inspection. The Production Manager signs off on the daily fabrication report. Production Manager Finishing Supervisor Production Manager Manager Production Manager Production Manager Production Supervisor Production Manager General Manager Production Manager Production Manager Production Manager

8.2.3.8 8.2.3.9 8.2.1.8 8.2.3.10

8.2.4 8.2.4.1 8.2.4.2 8.2.4.3

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GENERAL (PLANNING)

The standard states: The organization shall know what should be measured in which way to ensure customer satisfaction and to improve the quality management system.
8.2.4.4 8.2.4.5 8.2.4.6 The Customer signs for acceptance. Product validation is ensured by obtaining the approval of Supervising Consultants after their inspection of the product on request. PRO DUCT also ensures product validity by maintaining a 400 day guarantee maintenance period between temporary and final handover of the project in which it is responsible for maintenance of and fixing of any apparent non-conformities. In case of nonconformities, results are submitted to production, and preventive actions are defined to insure the avoidance of reoccurrence. Production Manager Production Manager General Manager

8.2.4.7

Production Manager

8.3

CONTROL OF NONCONFORMING PRODUCT

The standard states: The organization shall assure that no nonconforming goods or services are used or delivered.
Remark Remark 8.3.1 8.3.2 8.3.3 8.3.4 8.3.5 PRO DUCTs product conformity is assured by regular machine calibration and product inspection. PRO DUCTs inventory control system (on-site storage areas) prevents nonconforming materials from being used PRO DUCTs purchasing inspection process prevents nonconforming raw materials from being assembled. Raw materials rejected are immediately returned to the supplier via the same method of delivery, if possible. When parts show nonconformances during assembling, they are reworked in the factory. If items cannot be reworked, they are placed in the Scrap area and then removed from the factory. PRO DUCTs final inspection process prevents nonconforming Production Manager Production Manager Production Manager Production Manager Production

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GENERAL (PLANNING)

The standard states: The organization shall know what should be measured in which way to ensure customer satisfaction and to improve the quality management system.
products from being included, since all products receive a final inspection and only then are released for delivery. Manager

8.4

ANALYSIS OF DATA

The standard states: The organization shall gather information in order to know that it does the right things in the right way and is able to improve where applicable.
8.4.1 PRO DUCT gathers the following data to monitor the effectiveness of the quality management system: 1 statements of customers about PRO DUCT; 2 marketing researches with customers; 3 claims for guarantee and/or service; 4 complaints of customers; 5 reports about (internal) nonconformances; 6 review discussions with customers; 7 information about competitors; 8 supplier [local and international] performance. Above mentioned data is regularly analyzed and discussed in the management review meeting. Management Representative

8.4.2

Management Representative

8.5

IMPROVEMENT

The standard states: The organization shall improve the things it does, by learning from mistakes and by preventing (other, new) mistakes from being made.
8.5.1 8.5.1.1 CONTINUAL IMPROVEMENT PRO DUCT has implemented the following processes to improve its quality management system continuously (in brackets the procedures of the manual that give the details of the processes are noted): 1 management commitment (5.1); 2 monitoring of the quality policy (5.3); 3 adjustment of quality objectives (5.4);

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GENERAL (PLANNING)

The standard states: The organization shall know what should be measured in which way to ensure customer satisfaction and to improve the quality management system.
4 5 6 7 8.5.2 REMARK I REMARK II management review (5.6); execution of audits (8.2); analysis of data (8.4); corrective and preventative actions (8.5);

CORRECTIVE ACTIONS Complaints and nonconformances are an important source for the implementation of corrective actions. Complaints in the sense of the quality system are nonconformances that have been noticed by the customer and that have a negative influence on the quality image of PRO DUCT. The General Manager undertakes the direct dealing with complaints in the sense of the correcting of the complaint immediately. Complaints are brought to the attention of the responsible manager. The responsible manager decides who will take care of the further dealing with the complaint. It is decided whether an investigation to the cause of the complaint is necessary. If an investigation is carried out, the results are recorded in writing. The results are discussed with all parties involved, including the customer. If necessary, corrective action is taken to prevent repetition. Corrective actions are tested for an appropriate period, before they are approved and definitely implemented (see section 5.5 of this manual). Nonconformances are those instances which do not agree with the prescribed, usual or desired way of business (non-conformances with respect to the described quality system). General Manager All Manager Manager Manager Manager Manager Management Representative

8.5.2.1

8.5.2.2 8.5.2.3 8.5.2.4 8.5.2.5 8.5.2.6 8.5.2.7 8.5.2.8

REMARK III

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GENERAL (PLANNING)

The standard states: The organization shall know what should be measured in which way to ensure customer satisfaction and to improve the quality management system.
8.5.2.9 8.5.2.10 8.5.2.11 Nonconformances are immediately brought to the attention of the Management Representative The procedures 8.5.2.3 until 8.5.2.8 are applicable. If the quality system is not implemented correctly, the Management Representative looks for a solution under responsibility of the General Manager. Repeated, intentional abuses against the quality system by an employee of PRO DUCT are followed by proper actions. Such instances are taken into consideration with the revision of the quality system or of quality procedures. Where applicable, corrective action shall be taken. All relevant data about the corrective actions are discussed and reported in the quality management review meeting. PREVENTATIVE ACTIONS In the case of routine activities, preventative actions are those that are taken by PRO DUCT to prevent possible nonconformances with respect to the requirements of the customer, as recorded in the procedures of this manual. For activities that are not routine, or in the case of complex and/or critical activities, the manner in which it is assured that the quality requirements are met is documented beforehand in writing. See section 5.4 of this manual for details. All relevant data about new or revised preventative actions are discussed and reported in the quality management review meeting. Management Representative All Management Representative Management Representative General Manager General Manager Management Representative

8.5.2.12 8.5.2.13

8.5.2.14 8.5.3 8.5.3.1

8.5.3.2

General Manager

8.5.3.3

Management Representative

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