PALACE CONTRACTING CO. DUBAI L.L.C (PCC)

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1 PALACE CONTRACTING CO. DUBAI L.L.C (PCC) Prepared By : Management Representative Reviewed & Approved By : Managing Director 1 / 27

2 TABLE OF CONTENTS 1.1 Company Pro le Address Quality Policy Scope of Quality Management System Quality Management System General Requirements Documentation Requirements General Quality Manual Purpose of Quality Manual Numbering Of Quality Manual Revision Control Issue and Issue Control Document Control Record Control Management Responsibility Management Commitment Customer Focus Quality Policy Communication of Quality Policy Planning Quality Objectives Quality Management System Planning Responsibility, Authority and Communication Responsibility and Authority Management Representative Internal Communication Management Review General Review Input Review Output Resource Management Provision of Resources Human Resources General - Assignment of Personnel Competence, Awareness & Training Infrastructure Work Environment Product Realization Planning Of Product Realization Customer Related Processes Determination of Requirements Related to the Product Review of Requirements Related To the Product Customer Communication Design and Development Design and Development Planning Design and Development Inputs Design and Development Outputs Design and Development Review Design and Development Veri cation Design and Development Validation Control of Design and Development Changes Purchasing / 27

3 7.4.1 Purchasing Process Purchasing Information cation of Purchased Products Production and Service Operations Control of Production and Service Provision Validation of Process for Production and Service Provision Identi cation and Traceability Customer Property Preservation of Product Control of Measuring and Monitoring Devices Measurement, Analysis & Improvement General Monitoring And Measurement Customer Satisfaction Internal Audit Monitoring and Measurement of Processes Monitoring and Measurement of Product Control of Nonconforming Product Analysis of Data Improvement Continual Improvement Corrective Action Preventive Action Appendix o o o o o Quality Management System Management Responsibility Resource Management Measurement, Analysis & Improvement Manual Revision History 3 / 27

4 1.1 Company Pro le Palace Contracting Co. Dubai LLC (PCC) is a leading contractor in the eld of luxury construction in the U.A.E. PCC is established in 2005 and has successfully completed all its projects comprising Luxury villas, of es, penthouses, medical centres, schools, factories, warehouses, showrooms, workshops, labour camps and other government and private projects. PCC has a dynamic top management who is committed to implementing effective Quality Management System based on ISO 9001 standards. PCC has developed business processes at all functions in the company. PCC ensures that its personnel are competent and trained to ensure quality execution of its construction projects and business processes. 1.2 Address 4 / 27

5 2.0 Quality Policy Quality Policy PCC is committed to quality of our construction projects that is delivered on time and within budget. PCC ensures that business processes are established, implemented and continually improved to meet and exceed customer expectations. PCC ensures monitoring of process performance through key performance indicators. PCC has established quality objectives to ensure continual improvement of the quality management system. PCC ensures that it meets legal and regulatory requirements, and applicable standards and codes. PCC ensures its personnel are competent and shall develop human resources through training. PCC ensures suitable resources are provided to ensure effectiveness of the quality management system. Managing Director 3.0 Scope of Quality Management System The scope of the Quality Management System at PCC applies to: Civil Construction This constitutes the of cial scope of registration to ISO 9001: 2000 Quality Management Systems Requirements. No clauses of the ISO 9001 standards are excluded. 5 / 27

6 4.0 Quality Management System ISO 9001: 2000 Clause General Requirements ISO 9001: 2000 Clause 4.1 PCC has established, documented and implemented a quality management system, and shall continually improve its effectiveness in accordance with the requirements of ISO 9001: 2000 Standard. PCC has identi ed processes needed for the quality management system. PCC ensures effective operation, monitoring and control of these processes by ensuring availability resources and information. Where PCC chooses to outsource any process that affects service conformity with requirements, PCC shall ensure control over such processes. s Quality Management System High Level Process Map Management Responsibility High Level Process Map Resource Management High Level Process Map Measurement, Analysis & Improvement High Level Process Map Master List of Processes 4.2 Documentation Requirements ISO 9001: 2000 Clause General ISO 9001: 2000 Clause The quality management system at PCC is structured as described below: Quality Manual Outlines the quality management system as per the requirements of ISO 9001: 2000 standard. Process Maps Systems to d ne and control activities performed. Speci c Documents Documents describing c requirements. E.g. job description, speci cations, work instructions, master lists, etc. Forms & Records Document used for recording activity / operational information Quality Manual ISO 9001: 2000 Clause Purpose of Quality Manual The quality manual provides an overview of the Quality Management System at PCC and its linkage to ISO 9001: 2000 standard. The quality manual does not include procedures, process maps, speci cations or work methods. These are found in the appropriate lower level of documents. All personnel are permitted access to the quality manual and other quality management system documents, when necessary. The quality manual and its related systems are reviewed during internal audits to af rm that current practices conform to requirements stated in the quality manual. 6 / 27

7 Numbering Of Quality Manual Each section of the quality manual is numbered as follows. Section No. 1 to 3 for general sections and section No. 4 to 8 for sections addressing ISO 9001: 2000 clauses. The Appendixes consist of the high level processes which are Quality Management System, Management Responsibility, Resource Management, and Measurement Analysis and Improvement Revision Control Revision number refers to revision of a section of the quality manual, starting from 00 and numerically increasing by 1 for each revision of the quality manual. The nature of revisions is recorded in the Manual Revision History and also indicated by a line on the right hand side of the revised section Issue and Issue Control The quality manual is issued on the authority of the Managing Director of PCC. The control of issue is as per process for Document and Record Control. s PCC Document Control Process Map PCC Internal Audit Process Map Document Control ISO 9001: 2000 Clause Quality manual, procedures, process maps, speci c documents and forms carries unique identi cation number, document title, revision status, and the signatures (as applicable) of the person who have prepared, checked / reviewed and approved the document. The documents are controlled as per the process for Document & Record Control. Management Representative / Department Head(s) ensures that periodic review (at least yearly) and revision (as necessary) of all documents. It is ensured that current versions of appropriate documents are available at all locations where activities essential to the effective functioning of the quality system are performed. Invalid, superseded and obsolete documents are promptly removed from all points of issue and use. Obsolete documents required for legal and knowledge preservation purpose are suitably identi ed. It is ensured that standards, speci cations, codes, regulatory or legal requirements, drawings, other externally originated documents, etc being used are controlled. It is ensured that controlled and distributed and documents are legible, readily identi able and maintained in an orderly manner. Documents are stored and maintained in a way to prevent damage, deterioration or loss and is readily retrievable. PCC Document Control Process Map 7 / 27

8 4.2.4 Record Control ISO 9001: 2000 Clause Complete and suf cient records are generated in all departments. All quality management system documents clearly indicate the record pertaining to it. A List of Records is maintained which indicates the responsibility of maintenance and the period of storage of records. This period is extended if found necessary. Quality records are indexed, identi ed, stored and maintained in accordance with the requirements of associated procedure. Records are stored and maintained in a way to prevent damage, deterioration or loss and is readily retrievable. PCC Record Control Process Map 8 / 27

9 5.0 Management Responsibility ISO 9001: 2000 Clause Management Commitment ISO 9001: 2000 Clause 5.1 The management of PCC is committed to the development and implementation of the quality management system and continually improving its effectiveness. The management of PCC has established quality policy and quality objectives in line with the requirements of the ISO 9001: 2000 standard. The management of PCC is responsible for communicating to all functions the importance of meeting, customer, legal and regulatory requirements; conducting periodic management reviews and evaluating performance of the quality management system; and ensuring provision of resources such as trained and competent manpower, information technology, equipment, nance, etc. s Management Responsibility High Level Process Map 5.2 Customer Focus ISO 9001: 2000 Clause 5.2 PCC understands and strives to meet the needs and expectations of the customers, ensuring total customer satisfaction. To ensure this objective, the management has provided resources to establish appropriate systems. PCC Key Performance Indicators Process Map PCC Customer Satisfaction Survey Process Map 5.3 Quality Policy ISO 9001: 2000 Clause 5.3 PCC has established a quality policy that is relevant to needs of the organization. PCC s management ensures that the quality policy is communicated and understood by all employees and reviews the quality policy for its continued suitability during management review meetings. Refer section 2.0 of this Quality Manual Communication of Quality Policy The management ensures that all employees are aware of the requirements of the quality policy. This is being achieved through displaying quality policy at important locations, training of all staff about quality policy and objectives and ensuring requirements of the quality management system are informed to employees through issue and display of the quality management system documents. 5.4 Planning ISO 9001: 2000 Clause Quality Objectives ISO 9001: 2000 Clause PCC has established quality objectives at applicable areas in the organization. These objectives are measurable and consistent with the quality policy and are reviewed by the management and applicable functions at periodic intervals. 9 / 27

10 PCC Objectives and Targets Process Map Quality Management System Planning ISO 9001: 2000 Clause PCC ensures planning is undertaken to ensure effectiveness of processes and achievement of Quality Objectives. The management of PCC ensures that the integrity of the quality management system is maintained when changes to the quality management system are planned and implemented. PCC Management Review PCC Objectives and Targets Process Map 5.5 Responsibility, Authority and Communication ISO 9001: 2000 Clause Responsibility and Authority ISO 9001: 2000 Clause Responsibilities and authorities, including reporting relationships are de ned in detailed Job Descriptions for all positions. This is communicated to all employees. The interrelationships between various sections are illustrated in the form of Organization Chart. Management ensures organizational freedom to initiate action to prevent nonconformances, identify quality problems, and initiate solutions. s Job Descriptions Organization Charts Management Representative ISO 9001: 2000 Clause PCC has appointed a member of management as Management Representative (MR) with the authority and responsibility for ensuring that the quality management system described in this manual is established, implemented and maintained at all times. The MR is responsible for reporting to top management on the performance of the QMS and any need for improvement, and ensuring promotion of awareness of customer requirements thought the organization. s Job Descriptions Organization Charts Internal Communication ISO 9001: 2000 Clause Management of PCC ensures effective communication of quality management system requirements through appropriate channels. Feedback on company s performance improvement is actively encouraged from employees. 10 / 27

11 The communication includes, but not limited to, quality policy updates, quality objectives, responsibilities and authorities, outputs of management reviews, audit results, nonconformance identi ed within the quality management system, customer requirements, legal and regulatory issues, areas of improvement and accomplishments. Communication File 5.6 Management Review ISO 9001: 2000 Clause General Top Management reviews quality management system at least once a year to ensure its continuing suitability, adequacy and effectiveness. Top Management ensures management review includes assessing opportunities for improvement and the need for changes to the quality management system, including quality policy and quality objectives Review Input The inputs to management review meeting include previous meeting minutes and action plans, analysis of customer complaints and customer satisfaction results, results of internal and external audits, analysis of nonconformances and status of corrective and preventive actions, performance of quality management system with respect to objectives and targets, effectiveness of training provided to personnel and recommendations for improvement activities. In addition to the above inputs, quality policy & objectives, changes required to quality management system, and resource requirements and training needs are also reviewed. Other topics shall be discussed as required Review Output The output to management review includes decisions and actions related to improvement of the effectiveness of the quality system and its processes, improvement of products / service related to customer requirements, appraisal of suitability of the organization s structure and resources and other strategies and initiatives. PCC Management Review Process Map 11 / 27

12 6.0 Resource Management ISO 9001: 2000 Clause Provision of Resources ISO 9001: 2000 Clause 6.1 PCC has determined and provided adequate resources including training and competent personnel, information technology infrastructure, congenial work environment and nancial resources to establish, maintain and improve effectiveness of the quality management system and enhance customer satisfaction by meeting customer requirements. Resource Management High Level Process Map 6.2 Human Resources ISO 9001: 2000 Clause General - Assignment of Personnel ISO 9001: 2000 Clause Management of PCC ensures that personnel performing activities i uencing quality are competent based on education, training and experience. s PCC Manpower Requisition & Recruitment PCC Staff Performance Appraisal PCC Staff Training Job Descriptions Competence, Awareness & Training ISO 9001: 2000 Clause Management of PCC ensures all personnel are trained on requirements of the quality management system as per the needs of the position. Induction training is given to all new employees on QMS requirements. Management Representative / Department Head identify training needs on a continual basis based on job requirements and employee assessment. The effectiveness of training is evaluated in terms of enhanced competence of the personnel. Records of training are maintained and skill improvement and company bene ts are discussed in the management review meetings. PCC Manpower Requisition & Recruitment PCC Staff Training PCC Staff Performance Appraisal 6.3 Infrastructure ISO 9001: 2000 Clause 6.3 PCC has provided suitable infrastructure such as workspace, hardware and software, transportation facilities, etc and ensure suitable maintenance of these. The requirements for infrastructure are taken up in the Management Review meetings and further actions are undertaken. 12 / 27

13 PCC Management Review Process Map 6.4 Work Environment ISO 9001: 2000 Clause 6.4 PCC has de ned factors that would in uence the well being of the personnel and their ability to contribute to achievement of organization bene ts. The requirements for work environment are taken up in the Management Review meetings and further actions are undertaken. PCC Management Review Process Map 13 / 27

14 7.0 Product Realization ISO 9001: 2000 Clause Planning Of Product Realization ISO 9001: 2000 Clause 7.1 PCC has identi ed and established processes for provision of its products and services that is consistent with other processes within the Quality Management System. PCC ensures requirements of processes, products and services are well understood within the organization. PCC has established controls and monitoring requirements for the products, services and processes. s Quality Management System High Level Process Map 7.2 Customer Related Processes ISO 9001: 2000 Clause Determination of Requirements Related to the Product ISO 9001: 2000 Clause PCC has established a process of identifying customer requirements. The information is gathered through review of customer speci ed / unspeci ed requirements, including intended use, requirements about availability, delivery and support. PCC also determines any statutory, regulatory and other requirements related to products and services Review of Requirements Related To the Product ISO 9001: 2000 Clause PCC reviews the customer requirements before commitment to supply service is made. This is to ensure requirements are clearly de ned for products and services. Any de ciencies in the company s capability shall have remedial action plans. For requirements verbally noti ed, the order requirement is con rmed before acceptance. And any differences in the order, either verbal or written, are resolved before acceptance of the order. Records of review of customer requirements are maintained by the Department Head. Where the order requirements are changed, the amendments are reviewed as detailed above. PCC ensures the amendment of relevant documents and noti cation to relevant personnel Customer Communication ISO 9001: 2000 Clause PCC has established effective communication channels with the customer to ensure correct information on the product and service. That includes information to avoid potential risks associated with the product and service. PCC ensures proper enquiry and order handling, including amendments and customer complaints. Responses on the Product / service quality, user expectations are encouraged. PCC Estimation & Tendering 14 / 27

15 7.3 Design and Development ISO 9001: 2000 Clause Design and Development Planning ISO 9001: 2000 Clause PCC has applied a systematic approach to design and development of products. Consideration is given to systems that reduce time, cost and risk, and allows quick adaptability to customer requirements. Design and development plans include stages of design and development process, required review, veri cation and validation activities, and responsibilities for design and development activities. PCC ensures effective communication channels are established between various design groups. PCC ensures clearly de ned responsibilities for key activities. It ensures selection and approval of appropriate design and development methods. Plan and associated design documentation are made available to relevant personnel, and are reviewed and updated as design and development evolves. PCC carry out design internally or establish a partnership approach using external resources Design and Development Inputs ISO 9001: 2000 Clause PCC has de ned design inputs, which may be external or internal and include customer needs and requirements, regulatory and legal requirements, contractual requirements, international and national standards, industry codes of practice and data on existing product. Any input that is incomplete, ambiguous or not fully evaluated in relation to practical application is subjected to evaluation through subsequent reviews, veri cation and validation activities Design and Development Outputs ISO 9001: 2000 Clause PCC reviews design and development outputs to ensure compliance with design and development input requirements and provide reference to acceptance criteria Design and Development Review ISO 9001: 2000 Clause PCC reviews design and development activities to ensure all design and development activities remain consistent with each other and overall design and development objectives. The design and development reviews include representatives of functions concerned with the design stage, and where necessary external parties. The design and development reviews consider adequacy of design outputs, decision points, problem area and potential shortcoming. De ciencies are determined and actions required are established Design and Development Ve cation ISO 9001: 2000 Clause PCC ensures design and development veri cation is carried out to ensure outputs are formally checked against the inputs. The veri cation activities include reviewing design stage documents before release. 15 / 27

16 7.3.6 Design and Development Validation ISO 9001: 2000 Clause PCC ensures design and development validation is carried out to ensure product meets actual user or interested party needs. Where necessary, partial validation of design and development outputs is carried out to provide con dence in the future application. Partial validation include reviews involving interested parties and trails of key aspects of a product Control of Design and Development Changes ISO 9001: 2000 Clause PCC ensures design and development changes are controlled, recorded, reviewed and approved by appropriate personnel before implementation. In order to ensure control on the design and development changes, PCC consider unique identi cation of different versions of design and development outputs. PCC ensures availability of correct and accurate information and effective communication of data and information to all parties. PCC Design by Design Department Process Map PCC Design by Assigned Consultant Process Map PCC Design by Design Department and Assigned Consultant Process Map 7.4 Purchasing ISO 9001: 2000 Clause Purchasing Process PCC ensures control of its purchasing process to ensure purchased product and service conforms to its quality requirements. The purchasing process includes identi cation of purchased product and / or service that have a high potential impact upon quality, effective supplier selection and monitoring, clear de nition of purchasing data and veri cation of the purchased product / service. PCC evaluates supplier quali cation using evaluation of relevant experience, history of product / service quality, price, timeliness of delivery and responsiveness to problems, checking reference for customer satisfaction and nancial assessment to assure viability of the supplier throughout the intended period of supply. PCC ensures ef cient product / service acceptance using veri cation resources selectively Purchasing Information ISO 9001: 2000 Clause PCC ensures purchasing documentation contain information clearly describing product / service ordered; requirements for approval or quali cation of product / service, procedures, processes, equipment and personnel; any management system requirements and review and approval for adequacy of the requirements prior to release Veri cation of Purchased Products ISO 9001: 2000 Clause PCC has established and implemented veri cation activities to ensure purchased product meets speci ed purchase requirements. Where PCC or its customer intends to perform veri cation of purchased product at supplier s 16 / 27

17 premises, the veri cation arrangements and method of product release is speci ed in the purchasing documentation. PCC Comparison Sheet PCC Material Procurement PCC Subcontract Procurement PCC Subcontract Agreement Control PCC LPO Control PCC Vendor Assessment 7.5 Production and Service Operations ISO 9001: 2000 Clause Control of Production and Service Provision ISO 9001: 2000 Clause PCC ensures control of its operational activities through availability of clearly understandable procedures, process maps, work standards or instructions, use and maintenance of suitable facilities, provision of suitable work environment, implementation of suitable monitoring activities, provision for identifying status of product / service with respect to required veri cation activities and suitable methods for release and delivery of product / service. s PCC Budgeting PCC Project Planning for Major Projects PCC Project Planning for Small & Medium Projects PCC Project Start-Up PCC Project Execution PCC Project Completion PCC Submittal Project Quality Plan PCC Submittal Document / Drawing PCC Submittal Method Statement PCC Submittal Material PCC Material Quality Control PCC Construction Quality Control Validation of Process for Production and Service Provision ISO 9001: 2000 Clause PCC has determined processes requiring validation, where the resulting output cannot be readily or economically veri ed by subsequent monitoring. The arrangements for validation shall include processes to be quali ed prior to use, quali cation of equipment or personnel and, use of speci c procedures or records. PCC Project Execution PCC Project Completion Identi cation and Traceability ISO 9001: 2000 Clause PCC has established an identi cation system that identi es the product or service by suitable means throughout all realization processes. Where traceability is a requirement, PCC controls the identi cation of product or service to ensure traceability to original identi cation and quality status. s PCC Project Execution PCC Project Completion 17 / 27

18 7.5.4 Customer Property ISO 9001: 2000 Clause For customer supplied product or service, including intellectual property, PCC ensures veri cation of product or service before acceptance, proper storage and maintenance while under organization s control, and reporting of loss, damage or unsuitability for use. s PCC Project Execution Preservation of Product ISO 9001: 2000 Clause PCC ensures during internal processing and nal delivery of the product that they are stored, segregated, handled and protected to maintain their suitability. The products are monitored to prevent potential deterioration over a period of time. s PCC Transfer of Material from Main Store PCC Material Receipt from Supplier PCC Transfer of Materials from Site to Site PCC Inventory Control 7.6 Control of Measuring and Monitoring Devices ISO 9001: 2000 Clause 7.6 PCC has established a system for control, calibration, maintenance, handling and storage of applicable measuring, inspection and test equipment used to demonstrate conformance to product speci c requirements. It shall be ensured that measurement uncertainty, including accuracy and precision is known and is consistent with the required measurement capability. The calibration is done at speci ed intervals or prior to use against national or international standards. The record of calibration includes details if equipment type, unique identi cation, location, frequency of checks, check method acceptance criteria, gauge conditions and actual and calibrated readings. PCC is taking appropriate action to safeguard measuring, inspection and test equipment form adjustments that could invalidate calibration setting. Appropriate handling, preservation and storage techniques shall be used to maintain accuracy and tness for use. PCC Calibration Process Map 18 / 27

19 8.0 Measurement, Analysis & Improvement ISO 9001: 2000 Clause General PCC has identi ed and established processes for monitoring, measurement, analysis and improvement to ensure conformity of product / service to speci ed requirements and conformity and continuous improvement of the quality management system. PCC uses appropriate methods, including statistical analysis for measurement, analysis and improvement. Measurement, Analysis & Improvement High Level Process Map 8.2 Monitoring and Measurement Customer Satisfaction ISO 9001: 2000 Clause PCC has established a system of determination and monitoring of satisfaction and dissatisfaction of customer and other interested parties. Customer satisfaction is monitored through continuous evaluation of customer suggestions and complaints, and conducting Customer Satisfaction Feedback Survey once a year. Trends in satisfaction and dissatisfaction are used for internal improvement. The effectiveness of measures implemented is periodically evaluated. PCC Key Performance Indicators Process Map, PCC Customer Satisfaction Survey Process Map Internal Audit ISO 9001: 2000 Clause PCC has established a process for conducting internal audits of the quality management system and related processes to determine quality management system is established as per the requirements of ISO 9001: 2000, and effectively implemented and maintained. The internal audit is scheduled based on the status and importance of activities and the results of previous audits. Trained and independent auditors are assigned for conducting the audits. The results of the audit is recorded and communicated to the area audited. The results include activities, areas, processes audited, nonconformance found, status of previous audit results and recommendations for improvement. The Department Head responsible for the area audited ensures timely corrective action on the nonconformities reported. PCC Internal Audit Process Map 19 / 27

20 8.2.3 Monitoring and Measurement of Processes ISO 9001: 2000 Clause PCC has established a system for measurement of processes to ensure conformance to speci ed requirements of the customer. Department Managers use suitable methods to monitor and measure key characteristics of processes to demonstrate achievement of planned results. Relevant data is collected and analyzed to demonstrate continual improvement. Appropriate corrective action is taken when planned results are not achieved. The methods used to track performance and relevant operational controls for key characteristics of processes are recorded. PCC Key Performance Indicators Process Map Monitoring and Measurement of Product ISO 9001: 2000 Clause PCC has established a system of measurement of product or service to ensure speci ed requirements of the customer are met. Monitoring and measurement criteria include location of monitoring point in the process sequence, characteristics to be monitored and acceptance criteria, techniques or personnel quali cation required and responsibility for monitoring. PCC Project Start-Up PCC Project Execution PCC Material Quality Control PCC Construction Quality Control PCC Project Completion 8.3 Control of Nonconforming Product ISO 9001: 2000 Clause 8.3 PCC focuses on improvement through preventing nonconforming product or service reaching the customer. It is the responsibility of all employees to report discovered or potential nonconformities at any stage of the processes to prevent unplanned use and application of nonconforming product or service. PCC has de ned personnel responsible for responding to nonconformities, taking corrective or preventive actions and monitoring of related activities. Nonconforming product or service is reviewed by designated and competent authority. The disposition includes correction or adjustment to conform to requirements, accepted under concession, with or without correction, reassigned for alternative valid application and rejected as unsuitable. Trends related to the nonconforming product or service is analyzed and suitable actions formulated to prevent occurrence of the nonconformance. Where nonconforming product or service is detected after delivery or use, PCC undertakes action appropriate to the effects or potential effects of the nonconformity. PCC Internal Audit Process Map PCC Corrective and Preventive Action Process Map PCC Material Quality Control PCC Construction Quality Control 20 / 27

21 8.4 Analysis of Data ISO 9001: 2000 Clause 8.4 PCC has established a system for analysis of relevant data in order to assess organization performance relative to organizational goals, and to identify areas of improvement. The data collected from internal audit reports, nonconformances, customer complaints and satisfaction results, supplier records and other relevant process records. It is ensured that information from all parts of PCC be integrated and assessed to determine overall organizational performance in major areas. Appropriate statistical techniques are used to analyze the data collected. PCC Key Performance Indicators Process Map 8.5 Improvement ISO 9001: 2000 Clause Continual Improvement ISO 9001: 2000 Clause PCC has established a system for improvement processes to achieve continual improvement in all its activities through the use of the quality policy, quality objectives, audit results, analysis of data, corrective and preventive actions and management review. PCC has allocated appropriate resource for improvement activities. s PCC Management Review Process Map PCC Objectives and Targets Process Map PCC Internal Audit Process Map PCC Corrective and Preventive Action Process Map PCC Key Performance Indicators Process Map Corrective Action ISO 9001: 2000 Clause PCC has established a system for Corrective Action to prevent reoccurrence of a nonconformance by identifying root causes, implement timely corrective action to address the identi d causes and verify implementation of corrective action. Nonconformance noticed is investigated and suitable corrective action taken. Appropriate inputs such as nonconformity reports, audit reports, customer complaints and process reports are analyzed to identify effective corrective actions. It is ensured that appropriate organizational functions are involved in the corrective action process. PCC Internal Audit Process Map PCC Corrective and Preventive Action Process Map PCC Material Quality Control PCC Construction Quality Control 21 / 27

22 8.5.3 Preventive Action ISO 9001: 2000 Clause PCC has established a system for preventive action to rectify potential causes of nonconformities that are identi ed based on the nonconformance reports, internal audit reports, customer complaints and operational records. Feasibility of the proposed actions is assessed and implemented according to a plan. Suitable resources are allocated and the effectiveness is veri ed. PCC Internal Audit Process Map PCC Corrective and Preventive Action Process Map PCC Material Quality Control PCC Construction Quality Control 22 / 27

23 APPENDIX 23 / 27

24 MANAGEMENT RESPONSIBILITY Appoint Management Representative Understand Customer Needs & Expectations Monitor Legal & Regulatory Requirements De ne Quality Policy Establish Quality Management System Implement Quality Management System Monitor, Measure and Analyse effectiveness of Quality Management System De ne Quality Objectives Management Review Inputs De ne Responsibilities & Authorities Management Reviews 24 / 27

25 RESOURCE MANAGEMENT Assessment of Resource Requirements Human Resources Training & Competence Infrastructure Work Environment Enhancement of Human Resources Training Awareness Competence Development & Maintenance of Infrastructure Workspace Process Equipment Supporting Services Development of Work Environment Porduct / Service Realisation Monitor, Measure and Analyse Management Review 25 / 27

26 MEASUREMENT, ANALYSIS & IMPROVEMENT Customer Feedback Satisfaction Results Complaints Suggestion Audit Results Internal Quality Audits External Audits Process / Product / Service Performance Measurement of Key Process / Product / Service Parameters Analysis Management Reviews Continual Improvement of Quality Management System Nonconformance Control, Corrective & Preventive Actions Improvement Recommendations 26 / 27

27 Section/ Subsection Manual Revision History Title Description of Revision Revision No. Effective Date - All Sections First Issue Review & Approval: Management Representative Managing Director 27 / 27

28 Filename: PCC Operation & Quality Manual.doc Directory: C:\Users\Serge\Desktop Template: C:\Users\Serge\AppData\Roaming\Microsoft\Templates\N ormal.dotm Title: STRUCTURE Subject: Author: Win3 Keywords: Comments: Creation Date: 3/27/ :31:00 AM Change Number: 12 Last Saved On: 5/11/2009 9:03:00 AM Last Saved By: Total Editing Time: 161 Minutes Last Printed On: 9/15/2009 9:29:00 AM As of Last Complete Printing Number of Pages: 27 Number of Words: 6,465 (approx.) Number of Characters: 36,854 (approx.)

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