Division of ActionPhoto International AS NS-EN ISO 9001:2008 QUALITY MANUAL

Transcription

1 Division of ActionPhoto International AS NS-EN ISO 9001:2008 QUALITY MANUAL

2 Procedure / form Quality Manual Document ID Charpter Quality Management System Issue 2 Valid date TABLE OF CONTENT: 1) Introduction 2) The quality management system 3) Company profile 4) Company information 5) Product range 6) Organisation and responsibility 7) Scope 8) Normative reference 9) Definitions 10) Quality Management System 11) Management responsibility 12) Resource management 13) Product realization 14) Measurement, Analysis and improvement 15) Quality system manual revisions 1

3 1) INTRODUCTION ActionPhoto has developed and implemented a Quality Management System in order to document the company s best business practices, better satisfy the requirements and expectations of its customers and improve the overall management of the company. The Quality Management System of ActionPhoto meets the requirements of the international standard ISO 9001:2008. This system addresses the product, installation, and servicing of the company s service. This manual describes the Quality Management System, delineates authorities, inter relationships and responsibilities of the personnel responsible for performing within the system. The manual also provides procedures or references for all activities comprising the Quality Management System to ensure compliance to the necessary requirements of the standard. This manual is used internally to guide the company s employees through the various requirements of the ISO standard that must be met and maintained in order to ensure customer satisfaction, continuous improvement and provide the necessary instructions that create an empowered work force. This manual is used externally to introduce our Quality Management System to our customers and other external organizations or individuals. The manual is used to familiarize them with the controls that have been implemented and to assure them that the integrity of the Quality Management System is maintained and focused on customer satisfaction and continuous improvement. 2) THE QUALITY MANAGEMENT SYSTEM Level 1 Level 2 Quality Manual Operational processes Work instructions Checklists and forms Contains our core processes and descriptions of documented procedures within processes complying within: NS-EN ISO 9001:2008, Internkontrollforskriften, Arbeidsmiljøloven Level 3 Records Manual distribution ISSUE Master hard copy Master electronic copy ISSUED TO Management representative Sharepoint 2

4 3) COMPANY PROFILE APIteq (ActionPhoto International AS) are world leaders in providing advanced visualization and collaboration tools based on unique 100 Megapixel, calibrated, 360 full spherical panoramic photos to the oil & energy industry. Through the 360 PanoramicGuide system an unlimited number of user have access to a complete overview of the installation/asset. The system requires no special software, is web based and very user friendly with interactive maps and menus. APIteq was founded in 2005 by Per Erik Berger and Anne-Jorunn Kleven. The initial focus was to provide high quality 360 virtual tours for hotels, boat manufacturers, industry and other land based applications. Through focused development on new technology and solutions the world first 360 PanoramicGuide was delivered to Statoil on the Veslefrikk offshore platform in 2008, for engineers and operations people. From any computer with an internet connection and a customer controlled access codes any authorized users can virtually walk into the facility, view 360 around equipment, conduct and easily document detailed surveys/assessments, plan projects and analyse operational performance and risk. Measurements in the customers designated areas can be taken from photos selected with the click of a mouse, right off the computer screen. No training or special software is required. As of January 2013 APIteq has 9 employees in Norway, one in Rio de Janeiro Brazil and one in Houston USA. Furthermore we have companies operating as our agents in Brazil, Saudi Arabia and internationally. Since 2010 we have had projects in the UK, Brazil and USA, in addition to Norway. APIteq is actively pursuing new technology and has two large development projects in development, supported by Innovation Norway, the Research Council of Norway, GDF SUEZ Norway and Shell USA Per Erik Berger CEO APIteq, division of ActionPhoto International AS 3

5 4) COMPANY INFORMATION ActionPhoto Skjenet 2, 5353 Straume, Norway Organization number: NO Phone: Fax: Company web: Post Address Americas APIteq Americas LLC C/O Innovation Norway 3410 West Dallas street, Suite Houston, TX Post Address Brazil APIteq Brazil Rua Timoteo da Costa, 60/401 Leblon, Rio de Janeiro RJ, CEP , Brasil Head office map From Bergen 4

6 5) PRODUCT RANGE 360 PanoramicGuide The 360 PanoramicGuide combines high quality, true 360 panoramic pictures, interactive maps, menus and navigation capabilities. The 360 PanoramicGuide is a visualization and communications tool for various work processes. The basic principle is the ability for several locations to simultaneously see the entire installation, being onshore or offshore, with true 360 panoramic pictures. Unique 100 Megapixel panoramas from the new Civetta calibrated camera system provide precise 3D measurements. Civetta 360 camera by Weiss AG The Civetta is a fully automated capturing technology for full spherical 100 Mpixel HDR images and provides high-end technology in terms of resolution, speed, picture quality and dynamic range 6) ORGANIZATION, RESPONSIBILITY AND COMMUNICATION Related procedures: Responsibility, authority and communication Autorization and attestation matrix Task matrix 5

7 7) SCOPE The quality manual outlines the policies, objectives, procedures and requirements of the Quality Management System. The system is structured to comply with the conditions set forth in the International Standard ISO 9001:2008 8) NORMATIVE REFERENCE Quality Management System References The following documents were used as reference during the preparation of the Quality Management System: ISO , Quality Management Systems - Vocabulary ISO , Quality Management Systems Requirements ISO , Quality Management Systems Guidelines for Performance Improvements 9) DEFINITIONS Quality Management System Definitions Product The end item result of meeting all contract terms and conditions. (eg: manufactured goods, merchandise, services etc.) Quality Records Documentation of those activities wherein records of said activities must be maintained will be specified in the procedure or work instruction level documents, as applicable QMS: Quality Management System Nonconformity: Situation where a requirement was not fulfilled. Customer: Any organization or person that receives product from Apiteq Process: Set of interrelated or interacting activities, which transforms inputs (information, materials, etc.) into outputs. Supplier: Any organization or person that provides a product or service to Apiteq 6

8 10) QUALITY MANAGEMENT SYSTEM Process approach: ActionPhoto has adopted the process approach to quality management. Figure 1 is a conceptual illustration of the process approach at ActionPhoto Apiteq has established, documented and implemented a Quality Management System (QMS) in accordance with the requirements of ISO 9001:2008. The system is maintained and continually improved through the use of the quality policy, quality objectives, audit results, analysis of data, corrective and preventive action and management review. To design and implement the QMS Apiteq has: Identified the processes needed for the QMS and their application throughout the organization and documented them on the Process Flow Diagram at the end of this section of the Quality Manual Determined the sequence and interaction of these processes, and illustrated them on the Process Flow Diagram Determined criteria and methods needed to ensure that the operation and control of the processes are effective, and documented them in quality plans, work instructions and the Measuring, Monitoring and Analysis Table Ensured the continuing availability of resources and information necessary to achieve planned results and continual improvement of these processes Established systems to monitor, measure and analyze these processes, and Established processes to identify and implement actions necessary to achieve planned results and continual improvement of these processes Apiteq manages these processed in accordance with the requirements of ISO 9001:

9 The QMS documentation includes: A documented Quality Policy and Quality Objectives This Quality Manual Documented Procedures Documents identified as needed for the effective planning, operation and control of our processes, and Quality Records Process chart PROCESS CHART FOR APITEQ BACK UP PROCESSES Management processes: >> management review, objectives and strategies Quality processes: >> continual improvements, audits, deviation handeling Administrative processes: >> HR, finance, training, IT, backoffice Technical processes: >> tool maintenance, logistic, production management, Customer requirements Sale & marketing Order processing CORE PROCESSES Photography 3D photo Production Presentation and delivery Customer satisfaction Related documents: Quality manual Record retention and filing plan Document register Control of documents Control of records 8

10 11) MANAGEMENT RESPONSIBILITY Top management has been actively involved in implementing the quality management system (QMS). It has provided the vision and strategic direction for the growth of the QMS, and established quality objectives and the quality policy To continue to provide leadership and show commitment to the improvement of the QMS, management will do the following: Communicate the importance of meeting customer, statutory, and regulatory requirements. Establish quality objectives Establish the quality policy. Conduct yearly management reviews. Ensure the availability of resources. Apiteq strives to identify current and future customer needs, to meet customer requirements and exceed customer expectations. All employees shall be liable for the quality of their own work so that we do things right the first time. POLICY Effective Quality Management is essential all our activities to strive for lasting relationships with our Clients, Suppliers and Employees. We believe that quality starts from within our organization. By providing our Employees with the right resources, experience, knowledge and tools they will deliver the best systems and services in order to: Be in compliance with ISO 9001:2008 Strive for continuous improvement to exceed customer expectations Set sound quality objectives, assess results, and continually improve processes, services and products Engage all personnel in the Quality Management System Review the Quality Management System, policy and objectives annually in the management review meeting Ensure that our suppliers keep the required standard to meet our quality expectations The Management and Board of Directors are committed to implement and maintain an effective Quality Management System as a key success factor in adding value to all of our stakeholders. OBJECTIVES Zero customer complaints Resolve technical issues received from the customer of delivered products within 24 hours of notification. Deliver all projects within 3 weeks after return from photo survey for projects less than 500 Panoramic stations, and within 5 weeks for larger projects of above 500 Retain minimum 90% of all oil & energy customers, year-to-year Have at least 4 new customers per year Have at least 10 new projects per year Have at least on new customer and new project in a new country per year Related documents: Management commitment Quality policy and objectives Responsibility, authority and communication Autorization and attestation matrix Task matrix 9

11 Management representative HR / HSE representative has been appointed management representative 12) RESOURCES To ensure competence of our personnel, job descriptions have been prepared identifying the qualifications required for each position that affects product quality. Qualifications include requirements for education, skills and experience. Appropriate qualifications, along with required training, provide the competence required for each position. Competence and training are being controlled and maintained in Matrix Competance and training All employees are trained on the relevance and importance of their activities and how they contribute to the achievement of the quality objectives. A work environment suitable for achieving product conformance is maintained. Requirements are determined during quality planning and documented in the quality plan. The work environment is managed for continuing suitability. Related documents: Competence, awareness and training Competence and training matrix 10

12 13) PRODUCT REALIZATION General Quality planning is required before new products or processes are implemented. The output of quality planning includes documented quality plans, processes, and procedures. Apiteq evaluates customer requirements before acceptance of an order. Apiteq has a process in place for the review of requirements related to the 360 PanoramicGuide. The review is conducted before the order is accepted. The process ensures that: Product requirements are defined Contract or order requirements differing from those previously expressed are resolved Apiteq has the ability to meet the defined requirements Records are maintained showing the results of the review and any actions arising from the review Where a customer does not provide a documented statement of requirement, the customer requirements are confirmed before acceptance When product requirements are changed, Apiteq communicates changes to relevant personnel and amends relevant documents Apiteq has implemented an effective procedure for communicating with customers in relation to: Product Information Enquiries, contracts and order handling, including amendments Customer Feedback, including customer complaints Purchasing Suppliers are evaluated and selected based on their ability to supply product in accordance with requirements as outlined in the procedure. Criteria for selection, evaluation and re-evaluation are documented in the procedure. Records of the evaluation and any necessary actions are maintained as quality records. Purchasing information describes the product to be purchased. The purchasing documents are reviewed to ensure the adequacy of requirements before orders are placed with the supplier. Production Apiteq plans and carries out production and service provision under controlled conditions according requirements in ISO 9001:2008. Tracability N/A 11

13 Monitoring and measurement Apiteq has determined the monitoring and measurement to be undertaken and the monitoring and measuring equipment needed to provide evidence of conformity of product to determined requirements. Where necessary to ensure valid results, measuring equipment is: Calibrated or verified at specified intervals, or prior to use, against measurement standards traceable to international or national measurement standards Adjusted or re-adjusted as necessary; Identified to enable the calibration status to be determined; Safeguarded from adjustments that would invalidate the measurement result; Protected from damage and deterioration during handling, maintenance and storage. In addition, Quality Control assesses and records the validity of the previous measuring results when the equipment is found not to conform to requirements. Apiteq takes appropriate action on the equipment and any product affected. Records of the results of calibration verification are maintained Procedure nonconformance (NC) handeling Supplier NC Own custom related NC Internal NC Registration and information to customer. Action taken NC handling Evaluation of action NC closing 12

14 14) MEASUREMENT, ANALYSIS AND IMPROVEMENT General Apiteq has plans and implements the monitoring, measurement, analysis and improvement processes as needed To demonstrate conformity of the product, To ensure conformity of the quality management system, and To continually improve the effectiveness of the quality management system. Monitoring and measurement Customer satisfaction. As one of the measurements of the performance of the quality management system, Apiteq monitors information relating to customer perception as to whether the organization has fulfilled customer requirements. Internal Audit. Apiteq conducts internal audits at planned intervals to determine whether the quality management system Conforms to the planned arrangements, to the requirements of this International Standard and to the quality management system requirements established by the organization Is effectively implemented and maintained. An audit program has been designed and implemented and identifies an audit schedule based on the importance of the areas to be audited, as well as the results of previous audits. Monitoring and measurement of processes. Apiteq applies suitable methods for monitoring and, where applicable, measurement of the quality management system processes. These methods demonstrate the ability of the processes to achieve planned results. When planned results are not achieved, correction and corrective action is taken, as appropriate, to ensure conformity of the product. Evaluation performed in Management Review Monitoring and measurement of product. Apiteq monitors and measures the characteristics of the product to verify that product requirements are fulfilled. This is carried out at appropriate stages of the product realization process. Evidence of conformity with the acceptance criteria is maintained. Control of Nonconforming Product. Apiteq ensures that product which does not conform to product requirements is identified and controlled to prevent its unintended use or delivery. The controls and related responsibilities and authorities for dealing with nonconforming product are defined in the Control of Nonconforming Product procedure. Analysis of Data. Apiteq determines, collects and analyses appropriate data to demonstrate the suitability and effectiveness of the quality management system and to evaluate where continual improvement of the quality management system can be made. The process for determining, collecting and analyzing this data in order to start and be continued in an improvement process is defined in model below. 13

15 Appropriate data includes data generated as a result of monitoring and measurement and from other relevant sources. The analysis of data provides information relating to Customer satisfaction Conformance to product requirements Characteristics and trends of processes and products including opportunities for preventive action Suppliers Important sources for information: Improvement process Evaluation of defined and quantifiable quality objectives Records maintained from internal audits Analysis of data Established corrective and preventive actions Management review PROCESS Identify potential improvement oppotrunities Specify short-term corrective actions Planning Meeting for the establishment of long-term corrective action / improvement project Improvement project Evaluation and follow-up meetins. Verification of Improvement Continual improvement. Apiteq continually improves the effectiveness of the quality management system through the use of the quality policy, quality objectives, audit results, analysis of data, corrective and preventive actions and management review. Corrective action. Apiteq takes action to eliminate the cause of nonconformities in order to prevent recurrence. Corrective actions are appropriate to the effects of the nonconformities encountered. Preventive action. Apiteq determines action to eliminate the causes of potential nonconformities in order to prevent their occurrence. Preventive actions are appropriate to the effects of the potential problems. 14

16 Description : 4-8 = section in the 9001:2008 standard. 9 = Schemes and checklists Document nr. Document description Issue SECTION 4 QUALITY MANAGEMENT Quality manual Record retention and filing plan Document register Control of documents Control of records 1 SECTION 5 MANAGEMENT RESPONSIBILITY Management commitment Quality policy and objectives Responsibility, authority and communication Authorization and attestation matrix Task matrix 1 SECTION 6 RESOURCE MANAGEMENT Competence, awareness and training Skills and training matrix 1 SECTION 7 PRODUCT REALIZATION Planning of product realization A Project planning Review of requirements related to the product A Site survey B Planning for field operations Production procedure Sale and customer communication 1 7,007 Order recive process Contract review Quality control Product delivery Invoicing Verification on purchased product Supplier list Equipment calibration 1 SECTION 8 MEASUREMENT, ANALYSIS AND IMPROVEMENT Internal audit Monitoring, measuring and analysis of customer satisfaction Audit plan Continual improvement Audit planning Non conformance and deviation form 1 SECTION 9 Checklists and schemes Contract checklist Checklist for field review. 1 15

17 QUALITY SYSTEM MANUAL REVISIONS REV. SECTION SUB- SEC. PARA. CHANGE REQUEST # DATE AUTHORIZED BY 1 All Comments Stage PEB