1 GE Oil & Gas Quality at GE Oil & Gas GE imagination at work QUALITY
2 2 - Quality at GE Oil & Gas TABLE OF CONTENTS GE Oil & Gas and Quality Visions Our Customer Commitments The Quality Organization and Quality Policy Quality Management System Key Business Processes Quality Control Mechanisms ISO Cross-Reference
3 3 - Quality at GE Oil & Gas SUMMARY AND DISCLAIMER There has never been a more exciting time to be in GE Oil & Gas. Fuel, electricity and power are the backbone of modern society. If you are missing any one of the three you can t compete in the global market, care for your people and grow as a society. At GE Oil & Gas we have committed ourselves to tackling the world s toughest energy issues. This document provides an overview of the Quality Management System (QMS) that GE Oil & Gas has established to meet its commitment to quality. It describes the organization s key business processes as well as the mechanisms that have been put in place for effectiveness and control of these processes. GE Oil & Gas audits, monitors, measures and analyzes these processes: to achieve planned results and consistently provide products meeting the customer and applicable statutory and regulatory requirements, to continually improve the effectiveness of its Quality Management System and enhance customer satisfaction by meeting customer requirements. Scope: The GE Oil & Gas QMS applies across GE Oil & Gas and encompasses all of its products and services. The content of this document is translated into the Global Quality Management System Manual OGQ-0100 and a set of formal procedures within the GE Oil & Gas s Quality Management System. All GE Oil & Gas employees must comply with these procedural requirements. These procedures are available for all GE Oil & Gas employees in the GE Oil & Gas QMS Document Management System (Documentum). This document is intended to provide general information regarding GE Oil & Gas s Quality Management System. Not all of the processes described will necessarily apply to all customers. This document does not constitute any offer, obligation, or representation. GE Oil & Gas s responsibilities to its customer will be as set out in the contract between them.
4 4 - Quality at GE Oil & Gas GE OIL & GAS AND QUALITY VISIONS Powering Potential GE Oil & Gas is a world leader in advanced technologies and services with more than 39,000 employees in more than 100 countries supporting customers across the industry from extraction to transportation to end use. Making the environment, health & safety, quality & integrity our highest priorities is The Way We Work. Quality at GE Oil & Gas - The Vision To be the global industry quality leader based on our shared commitment to a culture of quality compliance that enhances both customer and shareholder value. GE Oil & Gas CEO Statement of Intent As one company and one team, we are personally committed to working together to solve problems and exceed expectations every time, every day, with a great passion for our customers. Quality is the core of our business. Our actions today protect our legacy and enable our future. We are totally engaged to doing it right, being recognized as a leader for Quality in the eyes of our Customers and making sustainable improvements visible to them and able to address their needs and exceed their expectations. Therefore, I am asking each and every employee in our business to make a personal commitment to building, maintaining and improving in GE Oil & Gas a high culture of quality aimed at error prevention and continual learning from past mistakes. Our commitment begins by understanding fully, following fairly and executing faithfully our quality policy and procedures. Since each of us is responsible for the quality of the products and services we deliver to our Customers, I strongly encourage all the employees to stop the line to prevent passing a defect downstream internally or to our Customers, to continually simplify and improve our operations and infrastructure and ultimately to drive customer satisfaction and compliance to applicable internal, customer and regulatory requirements. Our Customers deserve our full commitment to quality, and our shareholders expect nothing less.
5 5 - Quality at GE Oil & Gas OUR CUSTOMER COMMITMENTS Customer Satisfaction - Our Passion, Our Commitment GE Oil & Gas is passionately committed to driving customer satisfaction with all products and services we offer and building long-term loyalty by working with our customers to help them be successful. In particular, GE Oil & Gas: defines the customer satisfaction attributes appropriate to the product or service delivered defines the sources and the methods used for data collection to evaluate Customer Satisfaction analyses customer satisfaction measurement results, as appropriate, in order to identify improvement opportunities reports to management in accordance with defined operating rhythms, including Quality Management Review
6 6 - Quality at GE Oil & Gas Net Promoter Score (NPS) On a scale of 0 to 10, how likely would you be to recommend GE Oil & Gas? Detractors Passives Promoters Not at Neutral Extremely all likely likely Net Promoter Score % Promoters (9s and 10s) % Detractors (0 through 6) GE Oil & Gas conducts two types of NPS surveys: - Relationship NPS - Conducted periodically on a sample basis to gauge overall customer satisfaction with GE Oil & Gas - Transactional NPS - Ongoing surveys to gauge customer satisfaction on specific events or projects, such as an outage, part sale, or repair For each type of NPS survey, the Quality teams analyze the results (including comments) to identify key areas for improvement These teams work with regional, functional, and executive leadership teams to develop an integrated action plan to drive impactful improvement Action plans and subsequent results are reviewed routinely at all levels within the organization. Net Promoter is a registered trademark of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
7 7 - Quality at GE Oil & Gas Customer Requirements GE Oil & Gas understands customer requirements associated with its products and services including those associated with their delivery and ongoing support This understanding will come from what is stated in the contract, defined by applicable statutory and regulatory authorities, and the customer s intended use of the product or service GE Oil & Gas has established channels for effective communication of customer requirements as well as changes thereto throughout its organization. Regulations And Standards Ensuring compliance with the applicable Regulations and Standards for every region where its products and services are sold is of paramount importance to GE Oil & Gas Management teams at all levels in the business are engaged in a continually improving process of reviewing the regulatory landscape, understanding technical applicability, training, auditing, and rigorous adherence to policies and procedures with the ultimate goal of ensuring that products and services are compliant with the applicable laws and regulations of the region and locally where they are being sold GE Oil & Gas understands that its customers count on GE to provide products that are compliant and is committed to meeting that expectation. QUALITY
8 8 - Quality at GE Oil & Gas THE QUALITY ORGANIZATION AND QUALITY POLICY The Quality Organization More detailed organization structure documentation is available upon request. GE Oil & Gas President & CEO Product Lines Support Functions Quality Quality Policy Every GE Oil & Gas employee is committed to Passionately driving customer satisfaction with all products and services we provide and building long-term loyalty by partnering with customers to help achieve their success Ensuring strict compliance with laws and regulations pertaining to the quality, safety and performance requirements in every country where GE Oil & Gas products and services are offered Sustaining continuous improvement in the effectiveness of GE Oil & Gas Quality Management System. We shall meet these commitments with the highest integrity, through clearly documented quality objectives, routine quality management reviews and an all-encompassing Quality culture that employs the Lean Six Sigma methodology.
9 9 - Quality at GE Oil & Gas Management s Commitment to Quality Executive leadership at all levels of GE Oil & Gas deliver on their commitment to the successful development and implementation of the QMS and continually improve its effectiveness by: Deploying the GE Oil & Gas Quality Policy Establishing measurable quality objectives that enhance customer satisfaction Communicating to the business the importance of meeting customer and regulatory requirements Conducting management reviews at appropriate levels within the organization Ensuring the business has all of the resources it needs to achieve the goals of the QMS. Quality is everyone s responsibility!
10 10 - Quality at GE Oil & Gas GE Oil & Gas Quality Management Review Executive leadership review at planned intervals the QMS regarding its continuing suitability, adequacy and effectiveness in order to satisfy the Quality Policy and achieve the quality objectives of the organization. Appropriate strategic decisions are then taken to improve the performance of the QMS and of product related to customer requirements. Inputs to Quality Management Review include results of audits customer feedback process performance and product conformity status of preventive and corrective actions follow-up actions from previous management reviews changes that could affect the quality management system recommendations for improvement. Key performance Indicators reviewed are as follows - Net Promoter Score (NPS) - On-Time Delivery (OTD) - Customer Issue Resolution - Cost of Quality (COQ) - Escaping Defects The KPIs are determined through customer feedback and defect trends They have operational targets and Lean Six Sigma projects assigned to them They are tracked through weekly team reviews, monthly reviews, quarterly operational reviews, and annual progress reports and validation
11 11 - Quality at GE Oil & Gas Review Rhythm How We Track Ourselves Management reviews at Oil & Gas and business level Senior Leadership reviews Internal Quality Reviews Customer overview and regional outlook Customer issue resolution reviews Commercial Reviews Human Resources Session C Product Line Reviews Blue Prints Reviews Product Safety Council Compliance review board NPI reviews Process Improvements Reviews
12 12 - Quality at GE Oil & Gas QUALITY MANAGEMENT SYSTEM Focusing on the Basics for a Strong QMS Continuous Improvement Auditing and Monitoring High Quality Documents and Drawings Training and Staffing
13 13 - Quality at GE Oil & Gas Document Control With respect to controlled documents, GE Oil & Gas defines, establishes and maintains document control methods to enable users to readily identify and access the current revision of all such documents. Document management systems store current versions of such documents by unique identifier and revision level Controlled documents need to be: - Legible - Identifiable - Retrievable A documented procedure defines controls for both internal and externally supplied controlled documents that include: - Identification - Retrieval - Storage - Retention time - Protection - Archival and disposition - Access authorization. The requirements regarding Document Control have been defined in the procedure OGQ Document Control. Training and People GE Oil & Gas assigns resources to: - Plan, develop processes, and deliver products to meet or exceed customer requirements - Maintain and continually improve the quality management system - Enhance delivered quality and customer satisfaction GE Oil & Gas managers are committed to deploying personnel that are proficient in the procedures and technical capabilities required for the activities they are assigned GE policies regarding Employee Health and Safety and Environmental Protection define implementation of requirements for adequate and safe facilities and plant activities.
14 14 - Quality at GE Oil & Gas Auditing Focus for Internal Audits Compliance with GE Oil & Gas s Quality Management System requirements Test effectiveness of the process: does the process work as intended and are planned results achieved? Risk-based Audit Planning based on status and importance of the process as well as results of previous audits Audit results, including timeliness and effectiveness of Corrective and Preventive Actions, are reviewed by management at all levels of the organization. Audit Mechanisms Local audits: for high frequency, detailed process assessments Independent internal audits: full-time and volunteer auditors driving cross-organizational learning Customer and registrar audits. Audits are performed to several applicable industry standards. Certification details are available upon request. The requirements regarding Internal Audit have been defined in the procedure OGQ Internal Audit. Monitoring and Measurement Organizations within GE Oil & Gas define and implement monitoring and measurement needed to demonstrate conformity of product and the quality management system, and to identify opportunities for improvement by: - Setting specific and measurable quality objectives and verifying that these objectives are being achieved within the specified timeframes - Verifying that product requirements are met at the appropriate stages of production and/or service provision through in-process inspection and testing.
15 15 - Quality at GE Oil & Gas Continuous Improvement GE Oil & Gas continually improves the effectiveness of its QMS through: - quality policy and objectives - audit results - customer satisfaction results - conformity to product requirements - characteristics and trends of processes and products - supplier performance - results of data analysis - corrective and preventive actions - management reviews GE Oil & Gas utilizes Lean Six Sigma methodologies and tools along with other quality management activities to drive sustainable improvements. Corrective and Preventive Action In order to drive sustainable Corrective and Preventive Action, GE Oil & Gas has established and maintains a process for Continuous Improvement of its products, services, and processes. This process defines requirements for: - Screening nonconformances, including customer complaints, audit findings, and results of internal and external quality control mechanisms - Analyzing and determining the causes of the nonconformances - Evaluating the need for corrective and preventive action to prevent recurrence of the nonconformances and to prevent occurrence in related areas - Determining and implementing the actions needed - Verifying the effectiveness of the actions taken. The requirements regarding Corrective Action and Preventive Action have been defined in the procedure OGQ Continuous Improvement.
16 16 - Quality at GE Oil & Gas KEY BUSINESS PROCESSES MANAGEMENT PROCESSES $ CUSTOMER STRATEGIC PLANNING HUMAN RESOURCE MANAGEMENT FINANCIAL MANAGEMENT NEW PRODUCTS REQUEST FOR TENDER PROPOSAL SIGNED CONTRACT BUSINESS PROCESSES NEW PRODUCT INTRODUCTION MARKET FEEDBACK SALES MANAGER COMMERCIAL AGREEMENTS CONSTRUCT PROPOSALS AND SUPPORT SALES INQUIRY TO ORDER PRODUCT/ SERVICE DEFINITION PRODUCT/SERVICE DELIVERY PARTNER BUILD PLAN PURCHASE ORDER PRODUCT/SERVICE BUILD PRODUCT/ DELIVER SERVICE ORDER TO REMITTANCE SUPPLIER PURCHASING WBS WORK PURCHASING SPECIFICATIONS BREAKDOWN CONTRACTS STRUCTURE SUPPORT REQUEST TECHNICAL CUSTOMER SUPPORT CUSTOMER SUPPLIERS PURCHASING AND SUPPLIER MANAGEMENT SECURITY OF PERSONNEL, FACILITIES AND EQUIPMENT SUPPORT PROCESSES Q QUALITY MANAGEMENT i INFORMATION MANAGEMENT
17 17 - Quality at GE Oil & Gas Inquiry-to-Order (ITO) PROCESS PHASE RISK REVIEW OPPORTUNITY IDENTIFICATION R0 OPPORTUNITY SCREENING R1 Inquiry-to-order (ITO) PROPOSAL DEVELOPMENT R2 SUBMISSION APPROVAL NEGOTIATED TERMS APPROVAL R3 HAND-OFF TO OTR SALES MARKETING COMMERCIAL OPERATIONS RISK MANAGEMENT PRICING ENGINEERING SOURCING PRODUCTION QUALITY FINANCE CONTRACT MANAGEMENT EHS Owner Contributor Inquiry-to-Order Process Inquiry-to-Order (ITO) at GE Oil & Gas provides a standard and consistent process for developing commercial opportunities. GE Oil & Gas follows a risk review process to balance customer requirements with GE capabilities and the ability to manage any identified risk The ITO process is divided into five phases: - Opportunity identification and screening - Opportunity screening and bid/no bid decisions - Quote and proposal development, submission approval - Negotiated price and terms approval - Hand-off to the Order-to-Remittance process
18 18 - Quality at GE Oil & Gas Order-to-Remittance (OTR) PROJECT MANAGEMENT ENGINEERING SOURCING PRODUCTION FINANCE QUALITY RESOURCE ALLOCATION PROCUREMENT PRODUCT REALIZATION FULFILLMENT RECEIPT OF PAYMENT Order-to-Remittance (OTR) Owner Contributor Order-to-Remittance Process The Order-to-Remittance (OTR) process covers the execution of a sales contract from the time that the order is initiated to the time that final payment is received. The OTR process is divided into 5 phases: - Resource allocation - that includes detailed technical definition as well as planning and scheduling of equipment, material and human resources - Procurement - of material resources to complete the order - Product realization - where in acquired resources are transformed into final product - Fulfillment - where in the product is delivered to the customer specified location and the terms of the contract are fulfilled - Receipt of Payment Throughout the process, control points are in place to verify and validate whether customer and regulatory requirements are met.
19 19 - Quality at GE Oil & Gas New Product Introduction (NPI) OPPORTUNITY IDENTIFICATION PRODUCT OPTIONS CONCEPTUAL DESIGN PRELIMINARY DESIGN DETAIL DESIGN INITIAL PRODUCTION FACTORY TEST FIELD VALIDATION SERIAL PRODUCTION MEASUREMENT AND FEEDBACK PRODUCT MANAGEMENT MARKETING PROGRAM MANAGEMENT ENGINEERING SALES PRODUCTION COMMUNICATIONS SOURCING SERVICES QUALITY FINANCE LEGAL New Product Introduction (NPI) Ower Contributor New Product Introduction Process New Product Introduction spans the entire product development cycle from the identification of a new business opportunity to the post commercial introduction of the new product. Execution teams exist for every defined program. Teams are responsible for achievement of all commercial and technical product objectives, including: - Meeting the product development and marketplace introduction schedules - Product performance, program cost, product cost, and financial objectives - Validation and verification performed throughout the process to confirm product meets requirements Specific reviews are utilized to continuously assess if the program is fulfilling requirements.
20 20 - Quality at GE Oil & Gas Supplier Quality GE Oil & Gas expects the same high quality standards from our external suppliers as we produce internally. GE Oil & Gas s Sourcing function has established rigorous processes around supplier quality and oversight to enable and verify this quality level for all sourced components and services. Supplier Approval Process Approved to do business with GE EHS/Labor Finance Technical Capability Qualification Process Released for Production Product Compliance Process Capability MUTUAL NON-DISCLOSURE AGREEMENT Protects proprietary information for both parties INTEGRITY ACKNOWLEDGEMENT Supplier s commitment to comply with GE s requirements EHS (ENVIRONMENTAL, HEALTH, SAFETY) QUESTIONNAIRE Provides basic EHS data for evaluation of EHS practices GENERAL SUPPLIER PROFILE Basic data to support quality, financial viability, and overall risk CRITICAL HARDWARE REQUIRES Characteristic accountability Product quality plan, manufacturing process plan Process risk (FMEA) TEAM APPROVALS REQUIRED Supplier quality engineer, design engineer, materials engineer Surveillance Process Sustaining Quality Monitoring Auditing PERIODICAL SURVEILLANCE REQUIRED Quality systems assessment (if not ISO certified) Product audit - compliance to technical requirements Process audit - compliance to special processes ADDITIONAL AUDIT/INSPECTION REQUIREMENTS DEFINED BY: Customer requirements, risk, supplier performance, defects
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22 22 - Quality at GE Oil & Gas QUALITY CONTROL MECHANISMS Record Control GE Oil & Gas defines, establishes, and maintains records to provide evidence of conformity to requirements and the effectiveness of their QMS Records need to be: - Legible - Identifiable - Retrievable Documented procedures define controls for: - Identification - Storage - Protection - Retrieval - Retention time - Disposition of records. The requirements regarding Record Control have been defined in the procedure OGQ-0102 Record Control.
23 23 - Quality at GE Oil & Gas Control of Monitoring and Measuring Devices GE Oil & Gas utilizes a wide variety of Measuring and Test Equipment (M&TE) to inspect and measure product quality in development, production, and service work. This includes measuring instruments, software, measurement standards, reference material, and auxiliary apparatus or combination thereof The M&TE is calibrated at specified intervals or prior to use against measurement standards traceable to NIST or equivalent international or national standards. If no such standards exist, the basis used for calibration is recorded. The calibration status is visually identifiable and a register is maintained of all M&TE requiring calibration. M&TE is protected from damage and deterioration during handling, maintenance, and storage When M&TE is found not to conform to requirements or an out of tolerance condition occurs, appropriate actions are taken. Control of Nonconforming Product A product or service is considered nonconforming when it does not meet specified requirements. Once identified, nonconformances are recorded and dispositioned through GE Oil & Gas s quality systems Recorded nonconformances are reviewed regularly for the purpose of understanding the defect and providing a basis for continuous improvement. The requirements regarding Control of Nonconforming Product have been defined in the procedure OGQ Control of Nonconforming Product.
24 24 - Quality at GE Oil & Gas ISO CROSS-REFERENCE Refer to Table 1 for a cross-reference of ISO 9001:2008 requirements to the corresponding GE Oil & Gas QMS Procedures. Table 1 references the applicable procedures of the GE Oil & Gas QMS. Latest applicable procedures are controlled and maintained in Documentum. OGQ-0100 is the GE Oil & Gas Quality Management System Manual ISO Mandatory Procedure Table 1 ISO Section Description Procedures of System Element 1 Scope OGQ General OGQ Application OGQ Normative References OGQ Terms and Definitions GE O&G QMS Lexicon 4 Quality Management System OGQ General Requirements OGQ Documentation Requirements OGQ General OGQ Quality Manual OGQ Control of Documents OGQ Control of Records OGQ Management Responsibility OGQ Management Commitment OGQ Customer Focus OGQ Quality Policy OGQ Planning OGQ Quality Objectives OGQ Quality Management System Planning OGQ-0100
25 25 - Quality at GE Oil & Gas ISO Section Description Procedures of System Element 5.5 Responsibility, Authority and Communication OGQ Responsibility and Authority OGQ Management Representative OGQ Internal Communication OGQ Management Review OGQ General OGQ Review Input OGQ Review Output OGQ Resource Management OGQ Provision of Resources OGQ Human Resources OGQ General OGQ Competence, Training and Awareness OGQ Infrastructure OGQ Work Environment OGQ Product Realization OGQ-0109 OGQ-0110 OGQ-0111 OGQ Planning of Product Realization OGQ Customer-related Processes OGQ-0100 OGQ Determination of Requirements OGQ Review of Requirements OGQ-0111 Related to the Product Customer Communication OGQ-0111 OGQ Design and Development OGQ-0110 OGQ Design and Development Planning OGQ-0110 OGQ Design and Development Inputs OGQ-0110 OGQ Design and Development Outputs OGQ-0110 OGQ-0116
26 26 - Quality at GE Oil & Gas ISO Section Description Procedures of System Element Design and Development Review OGQ-0110 OGQ Design and Development Verification OGQ-0110 OGQ Design and Development Validation OGQ-0110 OGQ Control of Design and Development Changes OGQ-0110 OGQ Purchasing OGQ Purchasing Process OGQ Purchasing Information OGQ Verification of Purchased Product OGQ Production and Service Provision OGQ Control of OGQ-0117 Production and Service Provision Validation of Processes for Production OGQ-0123 and Service Provision Identification and Traceability OGQ Customer Property OGQ Preservation of Product OGQ Control of Monitoring and Measuring Equipment OGQ Measurement, Analysis and Improvement OGQ General OGQ Monitoring and Measurement OGQ Customer Satisfaction OGQ Internal Audit OGQ Monitoring and Measurement of Processes OGQ Monitoring and Measurement of Product OGQ Control of Nonconforming Product OGQ-0129 OGQ Analysis of Data OGQ Improvement OGQ Continual Improvement OGQ Corrective Action OGQ Preventive Action OGQ-0131
27 27 - Quality at GE Oil & Gas
28 28 - Quality at GE Oil & Gas GE Oil & Gas GE, the GE Monogram, and imagination at work are registered trademarks of the General Electric Company General Electric Company All Rights Reserved GE imagination at work QUALITY
g GE Power & Water ISO 9001:2008 Audit Checklist Organization Auditor Date Page 1 Std. 4.1 General s a. Are processes identified b. Sequence & interaction of processes determined? c. Criteria for operation
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