Vigilant Security Services UK Ltd Quality Manual

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1 Quality Manual Date: 11 th March, 2014 Issue: 5 Review Date: 10 th March 2015 VSS-COM-PRO-001 SCOPE This Quality Manual specifies the requirements for the Quality Management System of Vigilant Security Services (UK) Limited. As a Company we need to demonstrate our ability to consistently provide services that meets customer and applicable regulatory requirements. We aim to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable regulatory requirements. The scope of this QMS applies to all VSS operations in the UK and accordance with current legal statutory and regulatory requirements including BS EN ISO 9001:2008, BS 7499, BS 7858, BS 7960, BS 8406 and NSI Passport Specification 8/08. Contents 1. Introduction. 2. Scope. 3. Terms and Definitions. 4. QMS. 5. Management Responsibility. 6. Resource Management. 7. Product Realization 8. Measurement, Analysis and Measurement. 9. Annex 10.Document Revision History Originator: Approved: Operations Manager Operations Director Authorised: Managing Director Distribution: MD. OPS. QMS Page 1 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

2 QUALITY MANUAL 1 INTRODUCTION 1.1 Quality Policy Statement Vigilant Security Services (UK) ltd (the Organisation ) aims to provide defect free goods and services to its customers on time and within budget. The Organisation operates a Quality Management System that has gained BS EN ISO 9001: 2008 certification, including aspects specific to security and other manpowered facility services covered by BS 7499 and BS The management is committed to: Develop and improve the Quality Management System. Continually improve the effectiveness of the Quality Management System. The enhancement of customer satisfaction. The management has a continuing commitment to: Ensure that customer needs and expectations are determined and fulfilled with the aim of achieving customer satisfaction. Communicate throughout the Organisation the importance of meeting customer needs and legal requirements. Establish the Quality Policy and its Objectives. Ensure that the Management Review meeting sets and reviews the Quality Objectives, and reports on the Internal Audit results as a means of monitoring and measuring the processes and the effectiveness of the Quality Management System. Ensure the availability of resources The structure of the Quality Management System is defined in our Quality Manual. All Head-Office personnel understand the requirements of this Quality Policy and abide with the contents of the Quality and Procedures Manual. Page 2 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

3 The Organisation complies with all English and EU legislation and regulations specifically related to its business activities. The Organisation constantly monitors its quality performance and implements improvements when appropriate. This Quality Policy is regularly reviewed in order to ensure its continuing suitability. Copies of the Quality Policy and the Management Review minutes are available to all members of staff as a means of communicating the effectiveness of the Quality Management System. 1.2 The Company Founded in 2006, Vigilant Security Services (UK) Ltd has made its name as a provider of high quality security to industry, commerce and the aviation industry. It is from the engineering industries that the company has developed its customer service philosophy and it is that philosophy which has led to such rapid growth in the marketplace. The Directors and Managers of Vigilant Security Services have over 40 years experience in the manned facilities market on a national basis. Most of this experience was garnered with large national and multinational companies. These larger companies are now showing the strain of having to meet and exceed financial market and shareholder expectations and as a result it is clear that the levels of service to the clients are suffering. Big is not necessarily beautiful in the security industry! Vigilant Security Services was established to provide our clients with a high level of security and customer service at a value for money price. Being privately owned, and it is the intention to remain so, we are not chased for ever growing dividends and market share. The focus of Vigilant Security Services (UK) Ltd is not only to provide our clients with security officers but to be innovative in the way we provide the service. Our Managers are specialists in the field of securing people and premises and can recommend a variety of methods to attain the same aim, which is a safe environment for your employees and protection for your company s assets Page 3 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

4 1.3 VSS UK Ltd Services VSS UK Ltd offers the full gamut of security services: Manned guarding across a wide spectrum of commercial customers Smart receptionist and telephonists trained in security awareness Post room management and operatives, Event Specialists (Door Supervision), Dog Handlers and Licensed CCTV operators Special Projects: Every customer has different requirements and from time to time we are called upon to do something out of the ordinary or a little bit special. This may be because of the precarious world we live in or there may be some large one off events which needs covering. The Directors of VSS UK Ltd and their management team have a wealth of global experience gained with the security services, the military, and the aviation communities. Hence we are in a position to facilitate the right team quickly and efficiently. As one of London s foremost Security Providers, Vigilant Security Services UK Limited is renowned for providing an exceptional level of service. Since commencement of business in 2006, our reputation has been established by our continued commitment to quality, the emphasis we place on staff welfare and our all-round high level of professionalism. These factors are demonstrated in part by the prestigious nature of our Customer portfolio, the fact that we have one of the lowest staff turnover figures within the Industry, and our excellent track record of long-term contract retention. Promotion of Customer satisfaction in a cost-effective manner is achieved by ensuring that all employees are adequately trained, experienced, competent and properly equipped. We recognise the importance of the individual and the contribution each makes to the quality of the service We believe in long term Customer relations based on Customer satisfaction with our response and quality of service. It is the Company s policy to develop close working relationships with its Customers, fully understanding and responding to their needs and, where appropriate, acting as an integral part of their organisation. To ensure the provision of a constant and reliable service, VSS UK LTD has in place an operating and documented Quality Management System (QMS), which meets the requirements of the current versions of BS EN ISO 9001, ISO BS 7499, and BS 7858, and is working towards BS 7960, BS NSI Passport Specification. 8/08. The adoption of a QMS is a strategic decision by VSS UK LTD. The design and implementation of our QMS is influenced by: Our environment, changes in that environment, and the risks associated Page 4 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

5 with that environment. Our varying needs. Our objectives. Our products. Our processes. Our size and structure VSS UK LTD promotes the adoption of a process approach when developing, implementing and improving the effectiveness of a QMS, to enhance customer satisfaction by meeting customer requirements. For VSS UK LTD to function effectively, it has to determine and manage numerous linked activities. An activity or set of activities using resources, and managed in order to enable the transformation of inputs into outputs, can be considered as a process. Often the output from one process directly forms the input to the next. The application of a system of processes within VSS UK LTD, together with the identification and interactions of these processes, and their management to produce the desired outcome, can be referred to as the "process approach". An advantage of the process approach is the ongoing control that it provides over the linkage between the individual processes within the system of processes, as well as over their combination and interaction. When used within a QMS, such an approach emphasizes the importance of: Understanding and meeting requirements. The need to consider processes in terms of added value. Obtaining results of process performance and effectiveness. Continual improvement of processes based on objective measurement. The model of our process-based QMS is shown at Annex A, and illustrates the process linkages presented in Sections 4 to 8 of this Quality Manual. This illustration shows that customers play a significant role in defining requirements as inputs. Monitoring of customer satisfaction requires the evaluation of information relating to customer perception as to whether VSS UK LTD has met the customer requirements. The model covers all the Page 5 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

6 requirements of ISO 9001:2008, but does not show processes at a detailed level. Interaction of the detailed processes within VSS UK LTD is shown at Annex B. In addition, the methodology known as "Plan-Do-Check-Act" (PDCA) is applied to all processes. PDCA can be briefly described as follows: Plan. Establish the objectives and processes necessary to deliver results in accordance with customer requirements and VSS UK Ltd's policies. Do. Implement the processes. Check. Monitor and measure processes and product against policies, objectives and requirements for the product and report the results. Act. Take actions to continually improve process performance. 2 SCOPE (ISO , 1.2) This Quality Manual specifies the requirements for the QMS of VSS UK LTD. As a Company we need to demonstrate our ability to consistently provide services that meets customer and applicable regulatory requirements. We aim to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable regulatory requirements. This scope of this QMS applies to all VSS UK LTD operations in the UK. 2.1 Exclusions VSS satisfies the requirements of BS EN ISO 9001:2008 except and due to the nature of the business Vigilant security Services UK Ltd undertake, the company does not cover the following areas as laid down in the ISO9001:2008: 7.3 Design and Development The company does not design or develop any product so is justified in this exemption. 3 TERMS AND DEFINITIONS For the purposes of this document, the terms and definitions given in ISO 9000 apply. Throughout the text of this Quality Manual, wherever the term "product" occurs, it can also mean "service". Page 6 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

7 4 QMS Vigilant Security Services UK Ltd 4.1 General Requirements VSS UK LTD shall establish, document, implement and maintain a QMS and continually improve its effectiveness in accordance with the requirements of ISO VSS UK LTD shall and will continue to: Determine the processes and policies needed for the QMS and their application throughout VSS UK LTD (see Annex C). Determine the sequence and interaction of these processes (see Annex B). Determine criteria and methods needed to ensure that both the operation and control of these processes are effective by internal and external audit and reviewing the findings at Management Review Meetings. Ensure the availability of resources and information necessary to support the operation and monitoring of these processes formally at Management Review Meetings. Monitor, measure where applicable, and analyse these processes by internal & external audit. Implement actions necessary to achieve planned results and continual improvement of these processes. These processes shall be managed by VSS UK LTD in accordance with the requirements of this Quality Manual. Where VSS UK LTD chooses to outsource any process that affects product conformity to requirements, VSS UK LTD shall ensure control over such processes to ensure compliance to this Quality Manual. NOTE 1 Processes needed for the QMS referred to above include processes for management activities, provision of resources, product realization, measurement, analysis and improvement. NOTE 2 An "outsourced process" is a process that VSS UK LTD needs for its QMS and which VSS UK LTD chooses to have performed by an external party. NOTE 3 Ensuring control over outsourced processes does not absolve VSS UK LTD of the responsibility of conformity to all customer, statutory and regulatory requirements. The type and extent of control to be applied to the outsourced process can be influenced by factors such as: The potential impact of the outsourced process on VSS UK LTD's Page 7 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

8 capability to provide product that conforms to requirements. The degree to which the control for the process is shared. The capability of achieving the necessary control through the application of Documentation requirements General The QMS documentation shall include: Documented statements of a Quality Policy and Quality Objectives are contained within VSS-COM-PRO-002 Quality Support Process. (referenced as Annex D, but is a standalone document to be referenced to). This Quality Manual. Documented Quality Processes and Policies. (Annex C). Documents, including records, determined by VSS UK LTD to be necessary to ensure the effective planning, operation and control of its processes. (Annex E). NOTE 1 Where the term "documented process or procedure" appears within this Quality Manual, this means that the procedure is established, documented, implemented and maintained. A single document may address the requirements for one or more procedures. A requirement for a documented procedure may be covered by more than one document Quality Manual VSS UK LTD has established and will continue to maintain this Quality Manual in accordance to Sec of ISO Control of Documents Documents and records required by the QMS shall be controlled in compliance to Sec & of ISO 9001 as detailed in our VSS -COM-PRO-002 Quality Support Process. Page 8 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

9 5 MANAGEMENT RESPONSIBILITY 5.1 Management Commitment Top management shall provide evidence of its commitment to the development and implementation of the QMS and continually improving its effectiveness by: Communicating to VSS UK LTD the importance of meeting customer as well as statutory and regulatory requirements at each periodic SMT. Establishing the Quality Policy Statement. Establishing, reviewing and developing Quality Objectives. Conducting bi-annual Management Review Meetings. Ensuring the availability of resources. 5.2 Customer Focus Top Management shall ensure that customer requirements are determined and are met with the aim of enhancing customer satisfaction. 5.3 Quality Policy Our Quality Policy Statement is contained within VSS -COM-PRO-002 Quality Support Process. Top management shall ensure that the Quality Policy: Is appropriate to the purpose of VSS UK LTD. Includes a commitment to comply with requirements and continually improve the effectiveness of the QMS. Provides a framework for establishing and reviewing Quality Objectives. Is communicated and understood within VSS UK LTD. Is reviewed for continuing suitability. Page 9 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

10 5.4 Planning Quality Objectives Our Quality Objectives are detailed in our Quality Policy Statement within VSS-COM-PRO-002 Quality Support Process. Top management shall ensure that Quality Objectives, including those needed to meet requirements for product are established at relevant functions and levels within VSS UK LTD. The Quality Objectives shall be measurable and consistent with the Quality Policy QMS Planning Top management shall ensure that: The planning of the QMS is carried out in order to meet the requirements given in 4.1, as well as the Quality Objectives. The integrity of the QMS is maintained when changes to the QMS are planned and implemented. 5.5 Responsibility, Authority and Communication Responsibility and Authority Top management shall ensure that responsibilities and authorities are defined and communicated within VSS UK LTD Management Representative Top management shall appoint a member of VSS UK LTD's management who, irrespective of other responsibilities, shall have responsibility and authority that includes: Ensuring that processes needed for the QMS are established, implemented and maintained. Reporting to top management on the performance of the QMS and any need for improvement. Ensuring the promotion of awareness of customer requirements throughout VSS UK LTD. Page 10 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

11 Liaison with external parties on matters relating to the QMS Internal Communication Top management shall ensure that appropriate communication processes are established within VSS UK LTD and that communication takes place regarding the effectiveness of the QMS. 5.6 Management Review General Top management shall review VSS UK Ltd's QMS, at planned intervals, to ensure its continuing suitability, adequacy and effectiveness. This review shall include assessing opportunities for improvement and the need for changes to the QMS, including the Quality Policy and Quality Objectives. Records from management reviews shall be maintained (see 4.2.4) based on the draft Management Review Agenda at Annex F Review Input The input to management review shall include information on: 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 QMS. Recommendations for improvement. Page 11 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

12 5.6.3 Review Output The output from the management review shall include any decisions and actions related to: Improvement of the effectiveness of the QMS and its processes. Improvement of product related to customer requirements. Resource needs. 6. RESOURCE MANAGEMENT 6.1 Provision of Resources VSS UK Ltd shall determine and provide the resources needed: To implement and maintain the QMS and continually improve its effectiveness. To enhance customer satisfaction by meeting customer requirements. 6.2 Human Resources General Personnel performing work directly or in-directly affecting conformity to product requirements shall be competent on the basis of appropriate education, training, skills and experience Competence, Training and Awareness Where applicable, VSS UK LTD will: Determine the necessary competence for personnel performing work affecting conformity to product requirements. Provide training or take other actions to achieve the necessary competence, evaluate the effectiveness of the actions taken. Page 12 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

13 Ensure that its personnel are aware of the relevance and importance of their activities and how they contribute to the achievement of the quality objectives. Maintain appropriate records of education, training, skills and experience competent on the basis of appropriate education, training, skills and experience. 6.3 Infrastructure The VSS UK Ltd shall determine, provide and maintain the infrastructure needed to achieve conformity to product requirements. Infrastructure includes, as applicable: Buildings, workspace and associated utilities. Process equipment (both hardware and software). Supporting services (such as transport, communication or information systems). 6.4 Work Environment The VSS UK Ltd shall determine and manage the work environment needed to achieve conformity to product requirements. NOTE The term "work environment" relates to those conditions under which work is performed including physical, environmental and other factors (such as noise, temperature, humidity, lighting or weather). Page 13 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

14 7 PRODUCT REALIZATION 7.1 Planning of Product Realization The VSS UK LTD shall plan and develop the processes needed for product realization. Planning of product realization shall be consistent with the requirements of the other processes of the QMS (see 4.1). In planning product realization, VSS UK L shall determine the following, as appropriate: Quality Objectives and requirements for the product. The need to establish processes and documents, and to provide resources specific to the product. Required verification, validation, monitoring, measurement, inspection and test activities specific to the product and the criteria for product acceptance. Records needed to provide evidence that the realization processes and resulting product meet requirements (see 4.2.4). The output of this planning shall be in a form suitable for VSS UK LTD's method of operations. 7.2 Customer-Related Processes Determination of Requirements Related to the Product VSS UK LTD shall determine: Requirements specified by the customer, including the requirements for delivery and post-delivery activities. Requirements not stated by the customer but necessary for specified or intended use, where known. Statutory and regulatory requirements applicable to the product and any additional requirements considered necessary by VSS UK LTD. Page 14 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

15 7.2.2 Review of Requirements Related to the Product VSS UK LTD shall review the requirements related to the product. This review shall be conducted prior to VSS UK LTD's commitment to supply a product to the customer (e.g. submission of tenders, acceptance of contracts or orders, acceptance of changes to contracts or orders) and shall ensure that: Product requirements are defined. Contract or order requirements differing from those previously expressed are resolved. VSS UK LTD has the ability to meet the defined requirements. Records of the results of the review and actions arising from the review shall be maintained (see 4.2.4). Where the customer provides no documented statement of requirement, the customer requirements shall be confirmed by VSS UK LTD before acceptance. Where product requirements are changed VSS UK LTD shall ensure that relevant documents are amended and that relevant personnel are made aware of the changed requirements. NOTE In some situations, such as internet sales, a formal review is impractical for each order. Instead the review can cover relevant product information such as catalogues or advertising material Customer Communication The VSS UK LTD shall determine and implement effective arrangements for communicating with customers in relation to: Product information. Enquiries, contracts or order handling, including amendments, and customer feedback, including customer complaints. Page 15 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

16 7.4 Purchasing Purchasing Process VSS UK LTD shall ensure that purchased product conforms to specified purchase requirements. The type and extent of control applied to the supplier and the purchased product shall be dependent upon the effect of the purchased product on subsequent product realization or the final product. VSS UK LTD shall evaluate and select suppliers based on their ability to supply product in accordance with VSS UK LTD's requirements. Criteria for selection, evaluation and re-evaluation shall be established. Records of the results of evaluations and any necessary actions arising from the evaluation shall be maintained (see 4.2.4) Purchasing Information Purchasing information shall describe the product to be purchased, including, where appropriate: Requirements for approval of product, procedures, processes and equipment. Requirements for qualification of personnel. QMS requirements Verification of Purchased Product VSS UK LTD shall ensure the adequacy of specified purchase requirements prior to their communication to the supplier. VSS UK LTD shall establish and implement the inspection or other activities necessary for ensuring that purchased product meets specified purchase requirements. 7.5 Production and Service Provision Control of Production and Service Provision VSS UK LTD shall plan and carry out service provision under controlled conditions. Controlled conditions shall include, as applicable: The availability of information that describes the characteristics of the product. Page 16 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

17 The availability of Assignment Instructions, as necessary. The use of suitable equipment. The availability and use of monitoring and measuring equipment. The implementation of monitoring and measurement. The implementation of product release, delivery and postdelivery activities. VSS UK LTD shall validate any processes for service provision where the resulting output cannot be verified by subsequent monitoring or measurement and, as a consequence, deficiencies become apparent only after the product is in use or the service has been delivered. Validation shall demonstrate the ability of these processes to achieve planned results. VSS UK LTD shall establish arrangements for these processes including, as applicable: Defined criteria for review and approval of the processes. Approval of equipment and qualification of personnel. Use of specific methods and procedures Validation of Processes for Production and Service Provision VSS UK LTD shall validate any processes for service provision where the resulting output cannot be verified by subsequent monitoring or measurement and, as a consequence, deficiencies become apparent only after the service has been delivered. Validation shall demonstrate the ability of these processes to achieve planned results. VSS UK LTD shall establish arrangements for these processes including, as applicable: Defined criteria for review and approval of the processes. Page 17 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

18 Approval of equipment and qualification of personnel. Use of specific methods and procedures. Requirements for records (see 4.2.4), and revalidation Identification and Traceability Where appropriate, VSS UK LTD shall identify the product by suitable means throughout product realization. VSS UK LTD shall identify the product status with respect to monitoring and measurement requirements throughout product realization. Where traceability is a requirement, VSS UK LTD shall control the unique identification of the product and maintain records (see 4.2.4). NOTE In some industry sectors, configuration management is a means by which identification and traceability are maintained Customer Property VSS UK LTD shall exercise care with customer property while it is under VSS UK LTD's control or being used by VSS UK LTD. VSS UK LTD shall identify, verify, protect and safeguard customer property provided for use or incorporation into the product. If any customer property is lost, damaged or otherwise found to be unsuitable for use, VSS UK LTD shall report this to the customer and maintain records (see 4.2.4). NOTE Customer property can include intellectual property and personal data Preservation of Product VSS UK LTD shall preserve the product in order to maintain conformity to customer/ job requirements. The preservation of product shall include identification (suitability of an officer), training, welfare, retention of experienced officers and continued good service delivery. Page 18 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

19 7.6 Control of Monitoring and Measuring Equipment VSS UK LTD shall determine the monitoring and measurement to be undertaken and the monitoring and measuring equipment needed to provide evidence of conformity of product to determined requirements. The monitoring and measurement will be carried out in a manner that is consistent with the monitoring and measurement requirements. The measuring equipment shall: a) be calibrated or verified, or both at specified intervals or prior to use against measurement standards traceable to appropriate standards and recorded. b) be adjusted or re-adjusted as necessary c) have identification in order to determine its calibration status d) be safeguarded from adjustments that would invalidate the measurement result. e) be protected from damage and deterioration during handling, maintenance and storage. Validity of previous measurements shall be assessed and recorded when an equipment is found not to conform to requirements. Appropriate action is to be taken on the equipment and any product affected. All records of the results of calibration and verification shall be maintained. 8 MEASUREMENT, ANALYSIS AND IMPROVEMENT 8.1 General VSS UK LTD shall plan and implement the monitoring, measurement, analysis and improvement processes needed: To demonstrate conformity to product requirements. To ensure conformity of the QMS. To continually improve the effectiveness of the QMS. This shall include determination of applicable methods, including statistical techniques, and the extent of their use. Page 19 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

20 8.2 Monitoring and Measurement Customer Satisfaction As one of the measurements of the performance of the QMS, VSS UK LTD shall monitor information relating to customer perception as to whether VSS UK LTD has met customer requirements. Customer satisfaction KPI s will be recorded at each Client monthly meeting and a summary presented at each SMT by the Ops Director. NOTE Monitoring customer perception can include obtaining input from sources such as customer satisfaction surveys, customer data on delivered product quality, user opinion surveys, lost business analysis, compliments, warranty claims and dealer reports Internal Audit VSS UK LTD shall conduct internal audits at planned intervals (every month; as per yearly audit plan) to determine whether the QMS: Conforms to the planned arrangements (see 7.1), to the requirements of this Quality Manual and to the QMS requirements established by VSS UK LTD. Is effectively implemented and maintained. An audit program shall be planned, taking into consideration the status and importance of the processes and areas to be audited, as well as the results of previous audits. The audit criteria, scope, frequency and methods shall be defined. The selection of auditors and conduct of audits shall ensure objectivity and impartiality of the audit process. Auditors shall not audit their own work. A documented procedure is detailed within VSS -COM-PRO-002 Quality Support Process where responsibilities and requirements for planning and conducting audits, establishing records and reporting results are defined. Records of the audits and their results shall be maintained (see 4.2.4). Page 20 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

21 The management responsible for the area being audited shall ensure that any necessary corrections and corrective actions are taken without undue delay to eliminate detected nonconformities and their causes. Follow-up activities shall include the verification of the actions taken and the reporting of verification results (see 8.5.2) Monitoring and Measurement of Processes VSS UK LTD shall apply suitable methods for monitoring and, where applicable, measurement of the QMS processes. These methods shall demonstrate the ability of the processes to achieve planned results. When planned results are not achieved, correction and corrective action shall be taken, as appropriate. NOTE When determining suitable methods, it is advisable that VSS UK LTD consider the type and extent of monitoring or measurement appropriate to each of its processes in relation to their impact on the conformity to product requirements and on the effectiveness of the QMS Monitoring and Measurement of Product VSS UK LTD shall monitor and measure the characteristics of the product to verify that product requirements have been met. This shall be carried out at appropriate stages of the product realization process in accordance with the planned arrangements (see 7.1). Evidence of conformity with the acceptance criteria shall be maintained. Records shall indicate the person(s) authorizing release of product for delivery to the customer (see 4.2.4). The release of product and delivery of service to the customer shall not proceed until the planned arrangements (see 7.1) have been satisfactorily completed, unless otherwise approved by a relevant authority and, where applicable, by the customer. 8.3 Control of Nonconforming Product The VSS UK LTD shall ensure that product which does not conform to product requirements is identified and controlled to prevent its unintended use or delivery as defined in VSS -COM-PRO-002 and 003 respectively. Page 21 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

22 Where applicable, VSS UK LTD shall deal with nonconforming product by one or more of the following ways: By taking action to eliminate the detected nonconformity. By authorizing its use, release or acceptance under concession by a relevant authority and, where applicable, by the customer. By taking action to preclude its original intended use or application. By taking action appropriate to the effects, or potential effects, of the nonconformity when nonconforming product is detected after delivery or use has started. When nonconforming product is corrected it shall be subject to reverification to demonstrate conformity to the requirements. Records of the nature of nonconformities and any subsequent actions taken, including concessions obtained, shall be maintained (see 4.2.4). 8.4 Analysis of Data The VSS UK LTD shall determine, collect and analyse appropriate data to demonstrate the suitability and effectiveness of the QMS and to evaluate where continual improvement of the effectiveness of the QMS can be made. This shall include data generated as a result of monitoring and measurement and from other relevant sources. The analysis of data shall provide information relating to: Customer satisfaction (see 8.2.1). Conformity to product requirements (see 8.2.4). Characteristics and trends of processes and products, including opportunities for preventive action (see and 8.2.4). Suppliers (see 7.4). 8.5 Improvement Continual improvement VSS UK LTD shall continually improve the effectiveness of the QMS through the use of this Quality Manual, our Quality Policy Statement, Quality Objectives, audit results, analysis of data, corrective and preventive actions and management review. Page 22 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

23 8.5.2 Corrective Action VSS -COM-PRO-002 has been established to: Define requirements for reviewing nonconformities (including customer complaints). Determining the causes of nonconformities. Evaluating the need for action to ensure that nonconformities do not recur. Determining and implementing action needed. Records of the results of action taken (see 4.2.4). Reviewing the effectiveness of the corrective action taken Preventive Action VSS UK LTD shall determine action to eliminate the causes of potential nonconformities in order to prevent their occurrence. Preventive actions shall be appropriate to the effects of the potential problems. VSS-COM-PRO-002 has been established to define requirements for: Determining potential nonconformities and their causes. Evaluating the need for action to prevent occurrence of nonconformities. Determining and implementing action needed. Records of results of action taken (see 4.2.4). Reviewing the effectiveness of the preventive action taken. Page 23 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

24 9 ANNEX A. QMS Process Model. B. Process Interaction Model. C. Quality Processes and Policies. D. Quality Support Process VSS -PRO-002.(stand alone document) E. Quality Documents. F. Management Review Meeting Agenda G. Business Process H. Organisational Chart I. Internal Audit Plan 10. DOCUMENT REVISION HISTORY 31 st March 2009 Issue 1 Initial Document 26 th March 2010 Issue 2 Reviewed and Updated 26 th August 2010 Issue 2 Review and updated policies and processes being update in line with Manual. 21 st Jan 2011 Issue 3 Reviewed and Updated as per Audit Requirement. 11 th May 2011 Issue 4 Reviewed and referenced to processes and policies. 11 th May 2012 Issue 4 Annual Review Page 24 of 24 VSS -COM-PRO-001 (Issue 5) 11 March, 2014

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