Hytera Mobilfunk GmbH. Quality Management Manual.

Transcription

1 Hytera Mobilfunk GmbH Quality Management Manual Hytera Mobilfunk is endeavoring to achieve maximum quality throughout the company and for our products. We maintain and optimize our Quality Management System through defining clear goals and responsibilities, thereby systematically managing our processes and their reciprocal effects. This document is intended for our customers, partners, suppliers and our employees. The Quality Management System is ISO 9001:2008-certified and is binding for all Hytera Mobilfunk GmbH areas, locations and employees. All the documents in our Process Portal in the intranet are also valid.

2 World's second largest market share of terminals * No. 2 Largest market share in China among Chinese manufacturers** No. 1 Hytera Communications Ltd., headquarters in Shenzhen (China) Hytera Mobilfunk GmbH in Bad Münder (Germany) Hytera Communications Radio systems and terminals for professionals Hytera is a leading manufacturer and supplier of professional wireless communication systems, and aims to offer its customers across the globe optimal and customized solutions. Hytera's customers are professional users in government, public safety, transport and public utilities as well as company and business customers. Hytera America Inc., Miami (USA) Globally active Hytera can call upon a global distribution network with three subsidiaries in the USA, UK, and Germany and has more than 20 offices and 600 distribution partners worldwide. According to an independent survey, Hytera is already ranked second* in the global market for registered terminals. Since being established in 1993 in Shenzhen, China Hytera has progressed to become a leading company in professional mobile radio (PMR) with customers in more than 80 countries. Groundbreaking development With the research into and development of TETRA systems at Hytera Mobilfunk GmbH, new products are developed in a total of three development centers. The company is not just an active member of the European Telecommunications Standards Institute (ETSI), the DMR Association, and the TETRA and Critical Communications Association (TCCA), it is also a significant initiator and founder of the "Police Digital Trunking standard (PDT) in China. * Source: H&Q Consulting Industry Report 2010 ** Source: IMS Report

3 Hytera Mobilfunk GmbH Professional mobile radio "Made in Germany" Hytera Mobilfunk GmbH is a German supplier of solutions and products in the field of Professional Mobile Radio (PMR). As a well-known specialist in mobile radio technology, we have been a pioneer in professional digital mobile radio systems for 30 years, and we are one of the world's leading manufacturers of TETRA infrastructure components. Our core competence lies in the development, planning and implementation of digital trunked radio systems. Each of our mobile radio systems is a customized solution with optimal performance. As a subsidiary of Hytera Communications Ltd, we are also a competent and reliable supplier of high-quality Hytera terminals. Besides digital terminals for TETRA and DMR mobile radio, we also carry analog terminals from the Hytera portfolio. At home with any technology We do not offer any "off the shelf" radio systems, but rather everything you need to reliably transmit voice and data. Each of our mobile radio systems is precisely geared towards the respective conditions of use and your particular requirements. Our experience in TETRA and DMR technologies coupled with our roots in MPT1327 demonstrate our flexibility in handling such technologies. We have always developed state-of-the-art systems because we consider ourselves committed to your goal and not a specific type of technology. Proven and tested all around the world Customers in more than 40 countries already benefit from the high network availability, communication reliability and application capability of ACCESSNET -T. Our customers include public safety organizations (BOS) as well as utility companies, the oil and gas industry, transport services, airport operators, industry companies, and military users. "As a German company, quality takes top priority at Hytera Mobilfunk." Matthias Klausing, CEO Matthias Klausing, CEO of Hytera Mobilfunk GmbH. Under his management a workforce of almost 160 employees is hard at work on the future of professional mobile radio. 3

4 Organization To provide our customers with high-grade services and products, our company has a streamlined organization based, among other things, on flat hierarchies. This enables us to ensure that we can deliver on time and provide reliable customer support while implementing our high quality standards. Besides the company management, the company's organization is made up of the following key areas: Sales & Marketing, Product Management, Project Realization & Customer Service, and Research & Development. These are supported by the commercial area, which is made up of the following sub-areas: Finance, Supply Chain Management, Export Control, HR, and IT. To ensure that we reach our high quality objectives, Quality Management is answerable only to the management and is incorporated into every field of activity. Our commitment also includes our support throughout the development of the production process at our headquarters in Shenzhen (China). Company Management Sales & Marketing Product Management Project Realization & Customer Service Research & Development Business Development Quality Management Commercial Area & Export 4

5 Vision Mission Statements Our intention is to be the world's finest provider of professional radio equipment and radio services. Understanding the customer and the customer's wishes. Developing and integrating sophisticated solutions. Acting strategically and in a process-optimized manner. Always keeping abreast of state-of-the-art technology. Focused on customers Highly innovative Team oriented Flexible Individual 5

6 Customers and markets Industry From classical professional mobile radio on to monitoring and control of operational processes: Our radio systems are ideal for the many varied tasks in industry. Oil and gas industry Service conditions in the oil and gas industry demand a robust and versatile radio technology to operate voice and data applications at production sites and pipelines. Transport Our TETRA radio system ACCESSNET -T IP demonstrates its full potential, including in transport solutions. Critical information can be securely transmitted using ACCESSNET -T IP. Airports Our radio systems provide the solution for wireless networking of security services, apron activities and service installations at airports. Public security Police, fire brigade, rescue services and disaster control require radio systems with high availability and special features such as are provided by our TETRA radio system. Energy supply Our systems are ideally suited for communication in energy industry companies. Sensor data and voice data can be transmitted simultaneously. 6

7 Product portfolio TETRA products Trunked radios systems in line with the ETSI standard TETRA are deployed on a global basis by professional users such as, e.g. industrial companies, public transport, utility companies or authorities. TETRA mobile radio system ACCESSNET -T IP The comprehensive and efficient solution for all applications in the area of professional mobile radio. TETRA handheld radios Compact design, degree of protection IP67, and the finest TETRA communication whatever the situation. TETRA mobile radio Outstanding reliability, robustness and easy operation in all service situations. DMR products Radio solutions in accordance with the ETSI-Standard DMR bridge the gap between analog and digital radio. DMR products from Hytera can be used in a variety of ways: from the classical analog mode up to modern, digital trunked radio solutions. DMR trunked radio systems Modular radio solutions that can be perfectly adapted to suit customer requirements. DMR handheld radios Robust and reliable radios that can demonstrate their performance capability in tough environments too. DMR mobile radios and DMR repeaters Many different areas of use thanks to versatile and robust product design. Analog radio products Powerful and easy-to-use analog radios. License-free analog radios (PMR446) High-quality radio transceivers that can be used without the need for licenses. Analog handheld radios Robust and reliable analog handheld radios. Analog mobile radios Reliable communication, perfectly suited for working with mobile teams. 7

8 Quality Policy Lasting Customer Satisfaction Our highest priority is to ensure that our customers are permanently satisfied. We know that today's satisfied customers will buy our products tomorrow and that dissatisfied customers will pass on their annoyance to other people, but seldom provide any feedback. This is why we are grateful for any feedback at all from our customers, be it positive or negative and we use it to draw up suggestions for improvement. Effective and Efficient Our success is dependent on both our effectiveness, i.e. the correct products and services, as well as our efficiency, i.e. lean, transparent processes. We integrate our quality measures into our operatives business. We are only too aware that high quality and low costs go hand-in-hand and that they are not mutually exclusive. Responsibility Our employees know just how vital our stringent quality requirements are in terms of their daily work. Each individual is responsible and qualified for his/her own work. To ensure that our workforce is equipped for the future we ensure that they undergo regular professional training. We need and we support qualified and informed employees. Prevent Faults Before They Occur Faults always result in financial loss.the costs involved in troubleshooting increase with every phase of product creation by a factor of 10. This is why we strive to detect faults at an early stage and ultimately to avoid them. We identify the faults and determine the reasons for them, thereby ensuring that we can effectively rectify faults. Curiosity and Openness We are open to new ideas and are ready to learn with the aim of advancing the company and of being able to develop and provide innovative products in the future. 8

9 Environmental policy We attach great importance to responsible thoughts and actions. Our highest priority is to use primary materials and energy carefully when creating our products and developing our processes. The durability of our products and an appropriate product recycling process qualify our products and help us to meet the prescribed air and water quality guidelines. Thanks to targeted safety training sessions, our employees make an active contribution toward minimizing dangers and thus help to ensure health and safety in the workplace. Out of conviction we observe the respective laws, regulations, statutory provisions, and restrictions, and promote a positive atmosphere through our approach. 9

10 Overview of our processes Each of our processes is clearly and constructively structured by the Process Owner and the Process Manager. The Process Owner ensures that specification is correct and in accordance with the company's strategy (effectiveness). The Process Manager models the processes, coordinates the interfaces and ensures their economic feasibility (efficiency). Responsibility for implementation of the procedures lies with the heads of the departments involved in the process. The Product Marketing process along with the Product Development process covers the product life cycle. The main activities are product selection, market launch and market communication along with customer training and product phasing-out. Product Development defines how we develop our products and how we make them ready for market. Various phases, from the pre-definition up to verification with type approval ensure that quality targets are achieved. How to handle modification requests and production monitoring are also defined here. System Sales, Customer Projects and Product Sales along with Customer Service combine to form a customer-customer process chain. System Sales defines the sales of our TETRA and DMR radio systems; Product Sales describes the so-called "Channel Business", i.e. terminal business. Our customer-specific radio systems are designed and configured in the Customer Projects process as per the customer order, built at the factory and verified by the customer (Factory Acceptance Test, FAT). Following delivery, they are installed on site, validated (Site Acceptance Test, SAT) and handed over to the customer. Our customer services during the phase in which the systems and devices are used are described in the Customer Service process, from the "Trouble Ticket" up to repair work. Purchasing defines the procurement of an internal purchase requisition through selection and evaluation of suppliers on to the management of our own logistics center in Bad Münder. Our products are manufactured at different production sites. Our complex mobile radio systems are assembled and configured on our premises.defined manufacturing conditions for this are determined by the Production process. The Delivering process describes how we deliver our products and systems to our customers across the world and how we thus satisfy the legal export regulations. Strategic Planning is something we regard as the basis for achieving our corporate vision. This process deals with creating business plans, general corporate planning, the balanced score card, and defining critical success factors and goals. Product Marketing Product Development Customer System Sales Product Sales Customer Projects Customer Service Customer Purchasing Production Delivering Global & Newsticker Strategic Planning Infrastructure Control Controlling Finances Human Resources Processes & Audits Overview of processes at Hytera Mobilfunk GmbH. 10

11 Controlling facilitates, designs, and monitors the processes for planning, goal setting, and controlling in terms of the company's finances and business performance, including the annual budget, forecast, and reporting. Our employees' expertise is the basis for our success.the Human Resources process encompasses the complete cycle from the acquisition of new employees, their continuous personal and specialist professional training, and on to their departure. Infrastructure Control encompasses IT with its internal projects geared towards changing the company (Company Projects), the provision of a computer environment with the necessary software, data backup and IT security, test equipment monitoring, accident prevention (BGV A3), ESD protection along with facility and fleet management. The financial situation of our company is mapped out in the Finances process based on the German Commercial Code. The main activities described here are accounting along with financial statements, taxes and reporting. Processes & Audits defines how we specify and practice our Quality Management System. The focus here is on the Process Portal in the intranet as a communication platform that is agile and up-to-date, while also promoting the active involvement of all employees. Apart from this, the process also describes the planning, implementation and evaluation of internal audits to check the efficiency of the QM system. QM documentation We compile various types of documentation for our Quality Management System. Global Directives and Templates refer to applicable instructions and forms that must be known to each and every one of our employees. Process Descriptions (PD) describe the essential steps of each process and are binding. They are the docking interface for Process Associated Documents (PAD), within the meaning of working instructions and templates (PAD-T). Working instructions may initially be of an advisory nature only (PAD-R) before becoming binding after testing and improvement (PAD-M); Any good examples or valuable experience of this are always welcome (PAD-E). Applicable contract templates are also managed in our QM documentation system. QM documentation hierarchy and dependencies. 11

12 Your Hytera partner More information at: Hytera Mobilfunk GmbH Address: Fritz-Hahne-Straße 7, Bad Münder, Germany Phone: + 49 (0)5042 / Fax: + 49 (0)5042 / info@hytera.de Contact us if you are interested in purchasing, sales, or an application partnership: info@hytera.de SGS certificate DE11/ Hytera Mobilfunk GmbH reserves the right to modify the product design and the specifications. In the case of a printing error, Hytera Mobilfunk GmbH does not accept any liability. All specifications are subject to change without notice. Printed versions are not subject to revision. Encryption features are optional and have to be configured separately. They are also subject to German and European export regulations. are registered trademarks of Hytera Co. Ltd. ACCESSNET and all derivatives are protected trademarks of Hytera Mobilfunk GmbH Hytera Mobilfunk GmbH. All rights reserved. Version 10 November 2014 Ref. No.: 90hytera_qm-manual_bro_eng_v10