Mossfiel Electrical & Safety Management Pty Ltd

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1 ISO 9001:2008 QUALITY MANAGEMENT PLAN <Clients Name> <Site Address> Be warned. Any reproduction of this quality management system or associated documents without the express permission of the company and the National Electrical and Communications Association may immediately initiate legal action against that person or organization.

2 This Manual has been developed on behalf of NECA by Moyseur Consulting for the exclusive use of. Be warned. Any reproduction of this Quality Management System or associated documents without the express permission of the company and the National Electrical and Communications Association may immediately initiate legal action against that person or organisation. 2 of 40 April 2011 Rev: 1.0

3 CONTENTS NOTE: Hold down the CTRL key and left mouse click on a heading to jump to that page. Arrangement Page Introduction 5 Section 1: Scope General Application 9 Section 2: Normative Reference Quality Management System References 10 Section 3: Terms and Definitions Quality Management System Terms and Definitions 11 Section 4: Scope General requirements Documentation Requirements 12 Section 5: Management Responsibility Management commitment Customer focus Quality policy Planning Responsibility, authority and communication Management review 21 Section 6: Resource Management Provision of resources Human resources Infrastructure Work Environment 24 Section 7: Service Delivery Planning of product realization Customer-related processes Design and Development Purchasing Production and Service Provision Control of monitoring and measuring devices 34 3 of 40 April 2011 Rev: 1.0

4 Arrangement Page Section 8: Measurement, Analysis and Improvement General Monitoring and Measurement Control of Nonconforming Product Analysis of Data Improvement 39 QUALITY SYSTEM MANUAL REVISIONS 40 4 of 40 April 2011 Rev: 1.0

5 Introduction developed and implemented a Quality Management System in order to document Pty Ltd s best business practices, better satisfy the requirements and expectations of its customers and improve the overall management of the company. is applying a Quality Management System that is designed to maintain and continually improve the effectiveness and efficiency of the organizations performance. The quality management system meets the requirements of ISO 9001:2008; it is documented through this Quality Manual. Each policy statement is followed by specific information pertaining to the procedures that describe the methods used to implement the necessary requirements. This manual describes the Quality Management System, delineates authorities, inter relationships and responsibilities of the personnel responsible for performing within the system. The manual also provides procedures or references for all activities comprising the Quality Management System to ensure compliance to the necessary requirements of the standard. This manual is used internally to guide employees through the various requirements of the ISO standard that must be met and maintained in order to ensure customer satisfaction, continuous improvement and provide the necessary instructions that create an empowered work force. In order to allow us to achieve continuous improvement, this Quality Manual determines the requirements for monitoring, measuring and analysis of these processes and for the implementation of necessary corrective or preventative action. This manual is used externally to introduce our Quality Management System to our customers and other external organizations or individuals. The manual is used to familiarize them with the controls that have been implemented and to assure them that the integrity of the Quality Management System is maintained and focused on customer satisfaction and continuous improvement. Sign here Managing Director 5 of 40 April 2011 Rev: 1.0

6 Quality Manual Distribution The Quality Manual shall be distributed to the following: Managing Director Marketing Manager, Sales Manager, Project manager Quality Manager, Purchasing, Finance, Supervisory staff Customer Service, Human Resources, Site foremen All Manuals are numbered and controlled according to the Document and Data Control Procedure NCS-P-QA-004. Our Products / services Electrical Installations Electrical equipment Electrical cabling and wiring in commercial and industrial buildings Testing electrical services Project management Communications and data Telecommunications installation Data cabling installation Nurses call systems Television installations Environmental Services Solar power installations Green energy installations Ancillary Services Fire protection services Security equipment installations Emergency evacuation installations Public address installations Paging systems Work Practices The Company focuses on best work practices with procedures defined to minimise waste and error across all Company activities, including but not limited to: project management, supply, fabrication and maintenance work processes: - and also the management of subcontractors. outsources the following activities: 6 of 40 April 2011 Rev: 1.0

7 Fire Alarm installations Security Systems Audio Visual Systems High Voltage installations Excavation services Medical Gas installations Nurses Call Systems Cranage and lifting services maintains control over these services by: Determining the the selection criteria of the suppliers and sub-contractors to ensure they can meet our specification Selection, evaluation and appraisial of each supplier Maintaining an Approved Supplier List Regularly reviewing the performance of the suppliers and sub-contractors The criteria for selection depends on the impact that their products and services have on our products and services and the evaluation considers the following criteria: ISO 9000 or other management systems The supplier is established at other business units References and available information on customer satisfaction Performance history Specified by the customer Financial stability Responsiveness Support capability Exclusions Design control 7 of 40 April 2011 Rev: 1.0

8 Organisational Chart Managing Director Project Manager Administration Quality Coordinator Site Supervisor Employees 8 of 40 April 2011 Rev: 1.0

9 Section 1: Scope 1.1 General The Quality Assurance Management Plan outlines the policies, procedures and requirements of the Quality Management System (QMS). The system is structured to comply with the conditions set forth in the International Standard ISO 9001:2008. The QMS is implemented throughout the organization and covers all functions and all locations and is a fundamental of our business activities. The principle activities of Mossfiel Electrical & Safety Management include the supply and installation of: Electrical equipment Communication and Data equipment Fittings Cabling and wiring in Commercial, Industrial and Residential buildings, facilities and premises. The Electrical industry is closely monitored by the electricity supply authorities enforcing adherence to the Australian Standard AS3000 Wiring Rules and which embraces Safety, Workmanship and Customer Satisfaction. The company s prime objective is to prevent and detect any non-conformity during supply and installation of equipment, fittings and wiring and to implement means to prevent its recurrence. 1.2 Application has determined that the following requirements are not applicable to the operations at this site and are documented as exclusions: Identify permissible exclusions. If none, document that there are no exclusions. Document the justification for any exclusions that are made. This company excludes the design criteria and uses configuration of designed products to complete an installation. 9 of 40 April 2011 Rev: 1.0

10 Section 2: Normative Reference 2.0 Quality Management System References The following documents were used as reference during the preparation of the Business Management System: Australian Standard AS/NZS ISO , Quality Management Systems - Vocabulary. Australian Standard ISO 9001:2008, Quality Management Systems Requirements Principal Australian Standards that govern the Electrical / Communications work conducted by are: AS/NZS 3000 Wiring rules AS/NZS Selection of cables AS/NZS 3012 Electrical installations Construction and Demolition Sites AS/NZS 3017 Electrical installations Testing guidelines AS/NZS 3018 Electrical installations Domestic installations, equipment installations and testing. AS/NZS 3760 In-service safety inspection & testing of electrical equipment. 10 of 40 April 2011 Rev: 1.0

11 Section 3: Terms and Definitions 3.0 Quality Management System Terms and Definitions This section is for definitions unique to. Throughout the text of this document, wherever the term product occurs, it can also mean service. Customer owned property - Any type of instrumentation, accessories, manuals, or shipping containers that belong to a customer. Customer supplied product - Any type of service or material supplied to be utilized in the manufacture, modification, installation or repair of customer-owned property. Product / service The end item result of meeting all contract terms and conditions. (eg: Electrical installations, plant maintenance etc) Quality Records Documentation of those activities wherein records of said activities must be maintained will be specified in the procedure or work instruction level documents, as applicable 11 of 40 April 2011 Rev: 1.0

12 Section 4: Scope 4.1 General requirements has established, documented and implemented a Quality Management System (QMS) in accordance with the requirements of ISO 9001:2008. maintains an integrated system and is continually improved through the use of the quality policy, quality objectives, audit results, analysis of data, corrective and preventive action and management review. To design and implement the QMS has: Identified the processes needed for the QMS and their application throughout the organization and documented them on the Process Flow Diagram at the end of this section of the Quality Manual Determined the sequence and interaction of these processes, and illustrated them on the Process Flow Diagram Determined criteria and methods needed to ensure that the operation and control of the processes are effective, and documented them in quality plans, procedures and work instructions. Ensured the continuing availability of resources and information necessary to achieve planned results and continual improvement of these processes Established systems to monitor, measure and analyze these processes, and Established processes to identify and implement actions necessary to achieve planned results and continual improvement of these processes 4.2 Documentation Requirements General The QMS documentation includes: A documented Quality Policy and Objectives. This Quality Manual Documented procedures Documents identified as needed for the effective planning, operation and control of our processes, and Quality Records Quality manual This Quality Manual has been prepared to describe Mossfiel Electrical & Safety Management s QMS. The scope and permissible exclusions of the QMS are described in section one of this manual. Each section of the manual references documented QMS procedures relating to the requirements outlined in that section. The Process Flow Diagram at the end of section 4 provides a description of the interaction between the processes of the QMS system Control of documents All of the QMS documents are controlled according to the Document and Data Control Procedure NCS-P-QA-004 This procedure defines the process for: Approving documents for adequacy by the management representative prior to issue Reviewing and updating as necessary and re-approving documents 12 of 40 April 2011 Rev: 1.0

13 Ensuring that the management representative issues all revisions to authorised personnel Ensuring that changes and current revision status of documents are identified by the management representative Ensuring a procedure for electronic backup Ensuring a procedure for customer supplied documents Ensuring that all relevant versions of applicable documents are available at points of use Ensuring that documents remain legible and readily identifiable Ensuring that documents of external origin are identified and their distribution controlled, and Preventing the unintended use of obsolete documents and to apply suitable identification (stamped obsolete) to them if they are retained for any purpose or shredded Note: the medium can be paper, magnetic, electronic or optical computer disc, photograph or master sample, or a combination thereof Control of quality records Quality records are maintained to provide evidence of conformity to requirements and of the effective operation of the QMS. The records are maintained according to the Control of Quality Records Procedure NCS-P-QA-005 This procedure requires that quality records remain legible, readily identifiable and retrievable. The procedure defines the controls needed for identification, storage, protection, retrieval, retention time and disposition of quality records. It also means that the right persons have the current version of the documents they need, whilst unauthorized persons are prevented from use. The level of control is appropriate to the nature of the document. Documents that have little impact on our services, the QMS, or the company need only little control whilst documents with much greater impact need more stringent controls All redundant records must be properly destroyed either by shredder or by a bonafide external business records destruction service according to Control of Quality Records Procedure NCS-P-QA-005. Document control and record control is the responsibility of ALL employees. Quality records to be itemised on Records Matrix to detail how these records are retained or destroyed. Related Procedures Document Control Control of Quality Records NCS-P-QA-004 NCS-P-QA of 40 April 2011 Rev: 1.0

14 Process Flow Diagram Material purchase Labour Allocation Install Inspect & Test Commission & Handover 14 of 40 April 2011 Rev: 1.0

15 Section 5: Management Responsibility 5.1 Management commitment senior management has been actively involved in implementing the quality management system (QMS). It has provided the vision and strategic direction for the growth of the QMS, and established quality objectives and the quality policy. To continue to provide leadership and show commitment to the improvement of the QMS, management will do the following. Communicate the importance of meeting customer, statutory, and regulatory requirements. Establish quality objectives. Establish the quality policy. Conduct management reviews as scheduled. Ensure the availability of resources. will apply systems of quality control to the review and audit of individual operations as they are performed and systems of quality assurance of all work conducted and materials supplied by sub-contractors and suppliers respectively. The objectives are to ensure that: The performance and appearance of the materials and equipment supplied by fully satisfy its customers. The costs of procurement and installation are kept within acceptable limits. Fitness for Purpose The essential purpose of quality assurance management system is to ensure fitness for purpose of the materials, equipment and services which it supplies. This is in accordance with both Commonwealth and State Legislation that require goods and services supplied to the public shall be "reasonably fit for the purposes for which they are intended". Quality Concept quality management system identifies the prime of fitness for purpose These primes include but are not limited to: Quality of Design Appreciation of Customers' Requirements - the identification of users' needs. Design Concept - the extent that the design concept meets the users' needs. Specifications - the extent that specifications and drawings fulfil the design requirements. Quality of Conformance The extent that materials, equipment and services supplied meets relevant specifications. Quality of Performance The degree to which customers are satisfied. Conformance with criteria stipulated in customers' specifications and in Australian Standards and Codes. Reliability 15 of 40 April 2011 Rev: 1.0

16 Ease of maintenance Availability of replacement parts and components. Quality of Service Advice to customers and supply of data on materials and equipment. Reliability with which services are supplied. Reliability of after sales service. recognises one of the components of the cost of the services that it provides is the deficiency that arises from a lack of Quality Control. Another is the cost of operating the Quality System. Refer: Quality Assurance Policy Statement objective is to minimise these costs, comprise but not limited to:- Deficiencies Assembly and Installation Difficulties Materials or Equipment scrapped Managed QA Systems Quality Control and Quality Assurance Inspection of incoming materials Repairs and re-work Re-inspection Unnecessary Costs Surveillance of sub-contractors and suppliers Inspections during assembly and installation Planned Costs Customer Complaints Rectification of faults Preventative Measures Quality planning, including the preparation of inspection and test plans Materials returned Concessions and settlement of claims Unnecessary Costs Quality reporting and analysis of data Quality audits and surveys Staff training programs Quality improvement programs Planned Costs 16 of 40 April 2011 Rev: 1.0

17 5.2 Customer focus strives to identify current and future customer needs, to meet customer requirements and exceed customer expectations (see and 8.2.1) The QMS is based on good ethical business practices whilst projecting credibility, continual high standards and customer satisfaction which consist of:- Contact with the market Appreciation of customer s requirements Configuration and testing of products Testing (as required) Tendering (as required) Industrial relations Procurement and sourcing of materials and equipment Feedback from customers After sales service and follow up Customer satisfaction Safety Training Senior management ensures that customer requirements are understood and met, by requiring compliance with documented customer communication procedures. Customer requirements are determined, converted into internal requirements, and communicated to the appropriate people in our organization 5.3 Quality policy management ensures that the quality policy is communicated to all employees. It is included in new employee induction training and training on the QMS. It is available in both hard copy and on Mossfiel Electrical & Safety Management computer network to maintain high standards within our organization. Management reviews the quality policy at each management review meeting to determine the policy s continuing suitability for our organization. The objective of is to provide processes, training and services to fulfill our Customer s requirements and expectations of a quality product whilst complying with the contractual and legal requirements. To achieve this, has implemented company training program based on many years of experience in electrical installations and employment within the electrical and construction industry. Accordingly, recognizes its obligations in respect of QUALITY to be the provision of electrical installations and services which are fit for their respective purposes and which satisfy customer s specified requirements (see next page). 17 of 40 April 2011 Rev: 1.0

18 Quality Policy provides innovative and competitive services to Private Industry and Government sectors. is dedicated to providing an extensive range of services that will contribute significantly to the success of each and every client organisation, and / or customer. The successes of our customers translate into success for. Primary Goal The Primary Goal of the Policy and associated procedures is to sustain continued commitment to meeting organisation, client and customer requirements. Objectives The objectives of this policy are to: Demonstrate and achieve commitment to meeting all contractual commitments and obligations; Perform and provide defect free services and work for all clients and customers; Fully understand the requirements of all our clients and customers; Ensure we meet these requirements first time, every time; Ensure continual improvement to the effectiveness of the Quality Management System Pursue best practice Quality Assurance Principles and meet all statutory requirements; Ensure that the concept of this policy is established understood, implemented and maintained at all levels of activities; Ensure the Quality management System is reviewed for continuing suitability. The Quality Assurance Management System of is based on the concepts of the continuous improvement process and conforms totally to the requirements as defined in ISO 9000 :2008 series. This policy and associated procedures will be reviewed in consultation with relevant parties and on the occasion of any changes or amendments to the relevant legislation and/or every twelve (12) calendar months from the date promulgated. Managing Director Print Name: Date: Signed: 18 of 40 April 2011 Rev: 1.0

19 5.4 Planning Quality objectives policy objectives and commitment to Quality Assurance is expressed in the Policy Statement. The Management representative ensures, through delegated representatives, that the policy is effectively distributed, understood and implemented. The overall System is based on AS/NZS 3000 and ISO 9000: 2008 and modified as required to suit customer or Company Operation s requirements. When the nature and complexity of a client requirement warrants it, detailed responsibilities and authorities are developed for each project and are incorporated into the specific Contract Quality Assurance Management Plan for that project. Interrelationships will be shown on Organisation Charts which detail all principal positions relevant to the work contracted. Particular emphasis is placed on those who will: Identify and record problems; Initiate and action solutions; Verify effective implementation of solutions; Control further processing until the deficiency has been corrected. Record evidence that the realisation processes and resulting product meet requirements Verification requirements will be determined for each project and appropriate resources and training allocated to ensure effective functioning of verification activities. These activities include but are not limited to: Resources and identifying appropriate qualified personnel; Inspection and monitoring of performed works; Internal Quality Assurance audits Quality management system planning The quality system has been planned and implemented to meet our quality objectives and the requirements of 4.1 of the ISO 9001:2008 standard. Quality planning takes place as changes that affect the quality system are planned and implemented. 19 of 40 April 2011 Rev: 1.0

20 5.5 Responsibility, authority and communication Responsibility and authority It is policy of to clearly define and communicate responsibilities and authorities. Management implements this policy throughout their area of responsibility. An organizational chart has been established to show the interrelation of personnel in the organization. Job descriptions, including competency, define the responsibilities and authorities of each of the positions on the organizational chart. Job descriptions and the organizational chart are reviewed and approved by top management for adequacy. These documents are available throughout the organization to help employees understand responsibilities and authorities. An Organizational Chart and Position Descriptions are located in the introduction of this manual Management representative The QA Coordinator has been appointed by senior Mossfiel Electrical & Safety Management management as management representative. As management representative, he /she have the accountability for the corporate quality management system and the following responsibility and authority: Ensure that processes needed for the quality management system are established and implemented. Report to top management on the performance of the quality management system, and note needed improvements. Promote awareness of customer requirements throughout the organization. Act as a liaison with external parties such as customers or auditors on matters relating to the QMS Internal communication Processes are established for communication within the organization. Methods of communicating the effectiveness of the QMS. Particular emphasis is placed on those who will: Identify and record problems; Initiate and action solutions; Verify effective implementation of solutions; Control further processing until the deficiency has been corrected. Verify the effectiveness of the Quality management system. 20 of 40 April 2011 Rev: 1.0

21 5.6 Management review General Top management reviews the QMS at the scheduled management review meetings. This review includes identifying of opportunities for improvement of infrastructure and work environment and assessing the continuing QMS suitability, adequacy and effectiveness and needed changes. Records are maintained for each management review meeting. Records from management reviews are maintained (see 4.2.4) Review input Assessment of the QMS is based on a review of information inputs to management review. These inputs include the following: Results of audits Customer feedback Audit reports Management Review meetings Process performance and product conformity Company level quality data Status of preventive and corrective actions Follow-up actions from previous management reviews Planned changes that could affect the quality management system Recommendations for improvement Non-conformance reports New legislation and technology Resourcing levels Training requirements Effectiveness of implemented corrective action The Quality Coordinator will be designated to represent Mossfiel Electrical & Safety Management on all Quality related matters and particularly the implementation and maintenance of the overall Quality System. The Quality Coordinator is the management representative as defined in the ISO 9000:2008 Standard and reports on the performance of the Quality Assurance system to Director for review and to improve the Quality System Review output During these review meetings, management will identify appropriate actions to be taken regarding the following issues: Improvement of the effectiveness of the quality management system and its processes Improvement of product related to customer requirements Resource needs Related Procedures: Planning of Product Realization Processes Quality System Management Review NCS-P-QA-006 NCS-F-QA of 40 April 2011 Rev: 1.0

22 Section 6: Resource Management 6.1 Provision of resources has implemented a Quality Management System that complies with the ISO 9001:2008 standard. This implementation was achieved with management commitment and with sufficient resources for the implementation and to enhance customers satisfaction by meeting their requirement(s) To effectively maintain and continually improve the system, management determines and provides necessary resources. understands that verification activities include:- Management of the Inspection, testing and monitoring of production, installation and servicing processes Inspection, testing and monitoring of production, installation and servicing processes, and; Audits of the quality system. Resources also include: People Time Equipment Infrastructure 6.2 Human resources General Management throughout strives to ensure that the necessary competence is available for the effective and efficient operation of the organization. In order to perform their job functions, all personnel at Mossfiel Electrical & Safety Management will be competent on the basis of appropriate education, training, skills and experience. The required skills and competencies required for each job are specified in the company s Position Descriptions. To ensure competence of our personnel, job descriptions have been prepared identifying the qualifications required for each position that affects product quality. Qualifications include requirements for education, skills and experience. Appropriate qualifications, along with required training, provide the competence required for each position. In the event that the company does not have the personnel for a required skill and competence we will hire in the appropriate personnel with the skills or train existing staff to obtain them. Quality is everyone s responsibility. Conformity to product / service requirements can be affected directly or indirectly by personnel performing any task within the quality management system. 22 of 40 April 2011 Rev: 1.0

23 6.2.2 Competence, awareness and training Qualifications are reviewed upon hire, when an employee changes positions or the requirements for a position change. maintain records of employee qualifications. If any differences between the employee s qualifications and the requirements for the job are found, training or other action is taken to provide the employee with the necessary competence for the job. The results are then evaluated to determine if they were effective. Training and evaluation are conducted according to the Training procedure. NCS-P-QA-009 The training records may also indicate what other skills they may have and any off-the-job (OTJ) assessments. All employees understand the relevance and importance of their activities and how they contribute to the achievement of the quality objectives, each are different but all lead to the company s success. Managers also determine the measures of success, i.e. the criteria used to establish if the performance objectives have been met. These objectives are usually determined and documented as part of the annual performance review. In the case that the employee does not meet the competency needs, the Manager may: Provide the employee with the necessary training Recruit somebody who brings the necessary competencies into the organization. Management motivates by communicating closely with staff to ensure that they are trained, competent and provided with the means of:- Knowledge and responsibility for what they are required to do; Knowledge and responsibility for what they are doing; Knowledge and responsibility for regulating the process and/or themselves. Ensuring they are aware of the relevance and importance of their activities and how they contribute to the achievement of the quality objectives. 6.3 Infrastructure To meet quality objectives and product requirements Mossfiel Electrical & Safety Management has determined the infrastructure needed. The infrastructure has been provided, and includes buildings, workspace, associated utilities, process equipment and supporting services, (such as transport, communication or information systems). As new infrastructure requirements arise, they will be documented in quality plans. Existing infrastructure is maintained to ensure product conformity. Maintenance requirements are documented in: Preventive maintenance plans Tools and equipment (hardware and software) Information and communication technology Supporting services (such as transport and communication systems) 23 of 40 April 2011 Rev: 1.0

24 6.4 Work Environment A work environment suitable for achieving product conformance is maintained. Requirements are determined during quality planning and documented in the quality plan. 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. The work environment is managed for continuing suitability. Data from the quality system is evaluated to determine if the work environment is sufficient for achieving product conformance, or if preventive or corrective action related to the work environment is required. As electrical contracting is mainly an iterant industry, other programs and activities include: Working with safety programs Site induction sessions Harassment prevention training Consideration of hygiene, cleanliness, noise, vibration and pollution. Implementation of Safe Work Method Statements (SWMS) before working on each site and the communication of SWMS s to other workers on site to ensure their safety. Management strives to ensure that their employees are provided with a work environment that is suitable to meeting work requirements. Related Documents Resource Management NCS-P-QA of 40 April 2011 Rev: 1.0

25 Section 7: Service Delivery 7.1 Planning of product realization Quality planning is required before new products or processes are implemented. The quality planning may take place as a design project, or according to the Planning of Product Realization procedure NCS-P-QA-006 During this planning, management or assigned personnel identify: The quality objectives and requirements for the product, Processes, documentation and resources required Verification, validation, monitoring, inspection and test requirements, and Methods for implementing ITP s Criteria for product acceptance Records needed to provide evidence that realisation processes and resulting product meet requirements The output of quality planning includes documented quality plans, processes, procedures and design outputs. Any changes in product design could be originated by the customer or by us internally (e.g. during the review process). The following processes are taken into account in order to control the changes: Changes are identified and documented Changes are reviewed Design changes may cause the need for contract changes (Variations) 7.2 Customer-related processes Determination of requirements related to the product determines customer requirements (e.g. what does the customer want?) before acceptance of an order. Customer requirements include those: Requested by the customer Required for delivery and post-delivery activities Not stated by the customer but necessary for specified use or known and intended use and in accordance with AS/NZS 3000 Statutory and regulatory requirements related to the product Additional requirements determined by Pty Ltd and; Do we have the capability? That confirms the order/ tender/ quote with the customer to ensure there is a clear understanding of the customers needs / plan / specifications and have considered all aspects of the job and that the customer accepts our terms and conditions. 25 of 40 April 2011 Rev: 1.0

26 7.2.2 Review of requirements related to the product has a process in place for the review of requirements related to the product NCS-P-QA-006 the review is conducted before the order is accepted. The process ensures that: Product requirements are defined, which includes the use of specified materials and processes. Contract or order requirements differing from those previously expressed are resolved has the capability and capacity to meet the defined requirements Records are maintained showing the results of the review and any actions arising from the review Where a customer does not provide a documented statement of requirement, the customer requirements are confirmed before acceptance When product requirements are changed, communicates changes to relevant personnel and amends relevant documents ISO 9000 or other management systems are re-evaluated at intervals to ensure they continue to deliver as per the criteria Customer communication has implemented an effective procedure NCS-P-QA-022 (Monitoring, Measuring and Analysis of Customer Satisfaction) for communicating with customers in relation to: Product Information Enquiries, contracts and order handling, including amendments Customer Feedback, including customer complaints and all needed product / service information including status updates and any changes. Management has established communication channels and communicates points of contact to the customer in order to effectively respond to customer inquires. Management also establishes points of contact for contract amendments. Management of the operating units coordinate so that communication channels with all customer groups (i.e. Sales and Marketing) are established in order to gather customer feedback, complaints and information on new business opportunities. Contract Manager shall ensure that all received and approved tender invitations are recorded on the tender register and that records of all reviews and actions arising are kept. All customers complaints are handled, investigated and resolved by our Customer Complaints Procedure. 26 of 40 April 2011 Rev: 1.0

27 7.3 Design and Development Design and development planning Where required, a design and development procedure which outlines the process for controlling the design and development process will be developed. The R&D Department will plan designs and development in accordance with this procedure. The design and development plan will include: Design and development stages Required design reviews Review which includes verification and validation methods appropriate to each design and development stage Responsibilities and authorities for design and development Possible involvement of suppliers in design activities Identification of the technical interfaces required for the project Updating of the design plan as the project progresses Design and development inputs Inputs relating to product requirements are determined and documented according to the relevant Design and Development procedure. All inputs are reviewed for adequacy and completeness, and to resolve any ambiguous inputs. Inputs include: Functional and performance requirements Applicable statutory and regulatory requirements Where applicable, information derived from previous similar designs Other requirements essential for design and development Design and development outputs Outputs of design and development are documented according to the relevant Design and Development Procedure. They are documented in a format that enables verification against the inputs, and are approved prior to release. Outputs: Meet the input requirements Provide appropriate information for purchasing, production and for service provision Contain or reference product acceptance criteria Specify the characteristics of the product that are essential for its safe and proper use. Documentation and record requirements Responsibilities and Authorities Design and development review The design plan specifies suitable stages of the project to conduct design and development review. Reviews take place according to the design and development procedure; results of design review are recorded in minutes of the design review meetings which are maintained as a quality record. Design reviews: Evaluate the results of design and development activities and determine if they fulfill requirements Identify any problems and propose necessary actions Include representatives of functions concerned with the design and development stage being reviewed 27 of 40 April 2011 Rev: 1.0

28 7.3.5 Design and development verification Design verification is planned and performed to ensure that the design and development outputs have satisfied the design and development input requirements. Records of the results of the verification and any necessary actions are maintained according to the relevant Design and Development procedure Design and development validation Design and development validation is performed according to the design plan to ensure that the resulting product is capable of fulfilling the requirements for the specified or known intended use or application. Validation is completed prior to delivery whenever practicable. Records of the validation activities are maintained according to the design and development procedure Control of design and development changes The design and development procedure defines a process for identifying, recording, verifying, validating and approving design changes. The review of design and development changes includes an evaluation of the effect of the changes on constituent parts and delivered product. Records are maintained to show the results of the review and any necessary actions identified during the review. 7.4 Purchasing Purchasing process A documented procedure NCS-P-QA-008 is followed to ensure that purchased product conforms to the specified purchase requirements. The procedure outlines the extent of control required for suppliers. Suppliers are evaluated and selected based on their ability to supply product in accordance with requirements as outlined in the procedure. Criteria for selection, evaluation and re-evaluation are documented in the procedure. Records of the evaluation and any necessary actions are maintained as quality records. Procedures are in place to ensure that Suppliers have the ability to meet requirements. Management or other designated personnel selects a supplier through one of the following three options: Use of suppliers as specified by the customer Wherever our customers specify a particular supplier, Mossfiel Electrical & Safety Management uses that supplier providing the supplier can meet the standards and criteria. Selecting from pool of established suppliers Depending on the type of supplier and the impact of supplied products/services, a pool of pertinent established suppliers is maintained at the local level or at the corporate level in computer systems, lists, files, or Intranet. Management is encouraged to take advantage of prior evaluations and to leverage our corporate purchasing power through the use of established vendors. Evaluation of new suppliers If the needed product/service cannot be satisfactorily provided by an established supplier, evaluates new suppliers and maintain records of the evaluation and resulting action. Depending on impact and cost of the supplied product or service, evaluates 28 of 40 April 2011 Rev: 1.0

29 and compares several suppliers. Where applicable, the evaluation considers the following criteria: The supplier has not been disapproved The supplier is established at other business units Performance history (as published by supplier) References, customer base, and available information on customer satisfaction Financial stability: financial assessment to establish the viability of the supplier throughout the intended period of supply Records are maintained of acceptable Suppliers and are constantly monitored for performance and re-evaluated against the acceptance criteria. The criteria for acceptance can be, but is not limited to: Past history of acceptable performance; Evaluation of sub-contractors against criteria specified; ISO 9000 Certification; Client nominated; and Suitable inspection and record systems in place and audits carried out. The extent to which evaluates suppliers and considers the above issues depends on the impact of their products/services on the company s processes, products and services. Pre - Qualification Assessment / Audit of Subcontractors and Suppliers standard is to audit / inspect all Sub- Contractors or Suppliers determine and justify that all have formal quality assurance systems. The criteria applied by for this purpose are:- Does contract with its customer require that Sub-Contractors or Suppliers should have a Quality System? Is the product subject to test before acceptance? Consequences of failure of product or service? Previous experience with the Sub-Contractor or Supplier? Does the Sub-Contractor or Supplier warrant that its products comply with Australian Standards? Will the sub-contractor supplier accept a Quality Assurance audit / inspection of its systems? shall keep records; Results of supplier evaluation and resulting actions Details of personnel who approved suppliers Re-evaluation of suppliers Related Procedures Purchasing Procedure Supplier and Sub-contractor On Site Assessment Supplier Agreement Register Purchase Requisition NCS-P-QA-008 NCS-F-QA-014 NCS-F-QA-015 NCS-F-QA of 40 April 2011 Rev: 1.0

30 7.4.2 Purchasing information Information provided to the supplier (purchase documents) must be verified as being sufficiently comprehensive to ensure the correct supply of materials. Purchasing information describes the product to be purchased, including where appropriate: Requirements for approval of product, processes and equipment Requirements for qualification of personnel Quality management system requirements The purchasing documents are reviewed to ensure the adequacy of requirements before orders are placed with the supplier. Purchasing documentation shall be raised for all purchases through Suppliers and incorporate commercial and technical components of the purchase including supporting technical data and reference to the applicable standard or standards. Purchasing documentation will be reviewed and approved for adequacy prior to release and shall contain product verification and release arrangements from suppliers where applicable. Where required, Client verification of conformance to the required Management standard can be undertaken at either the supplier s facility or on receipt at the receiving stores or sites Verification of purchased product Purchased product also includes labour, sub-contractors and services purchased. Contract Manager and/or Field Forepersons shall develop processes to ensure that incoming product is not used or processed until it has been inspected or otherwise verified as conforming to the specified requirements. This includes customer supplied product. Client verification does not absolve from any of its obligations to control quality of purchased items. Purchases shall be assessed to conform to legal and Mossfiel Electrical & Safety Management requirements for reducing potential risks associated with each workplace. The Purchasing procedure NCS-P-QA-008 describes the process used to verify that purchased product meets specified purchase requirements. If Mossfiel Electrical & Safety Management or the customer will perform verification at the supplier s premises, the verification arrangements and method of product release are documented in the purchasing information and are clearly identified, so that; Suppliers shall document and identify what their Quality Requirements are to Mossfiel Electrical & Safety Management is satisfied that they will comply with their Quality Assurance requirements. Suppliers undertake to meet their Quality Assurance responsibilities Suppliers are audited / inspected to ensure they meet their Quality Assurance responsibilities. 30 of 40 April 2011 Rev: 1.0

31 In process inspection and testing is carried out where required by the ITP s and/or relevant processes. The product is held until required inspections and tests have been completed and verified. Exceptions are made for items released under positive recall processes. 7.5 Production and Service Provision Control of production and service provision strives to achieve process control through the elimination of those negative external and internal factors that lead to special causes of non-conformity and this is controlled by having procedures in place to minimise errors. Management takes the following steps to achieve process control: These controls include work orders, work instructions, standards, ITP s, competent staff and controlled sub-contractors, Management identifies key processes in production and service provision, including process inputs, outputs and interaction with other processes. plans and carries out production and service provision under controlled conditions according to documented procedure. Controlled conditions include, as applicable: The availability of information that describes the characteristics of the product The availability of work instructions The use of suitable equipment The availability and use of monitoring and measuring devices The implementation of release, delivery and post-delivery activities The implementation of monitoring and measurement Validation of processes for production and service provision validates any processes for production and service provision where the resulting output cannot be verified by subsequent monitoring or measurement. This includes any processes where deficiencies become apparent only after the product is in use or the service has been delivered. Validation demonstrates the ability of these processes to achieve planned results. has documented the process for validation including: Defined criteria for review and approval of the processes Approval of equipment and qualification of personnel Use of specific methods and procedures Requirements for records Revalidation There are processes in production and service provision where the resulting output cannot be easily verified by subsequent monitoring or measuring activities. All such special processes require additional controls, which are highlighted below. Special processes: Management establishes a process for reviewing and approving special processes prior to implementation. Management makes work instructions and Standards for Work Methods available where beneficial. Often work instructions aid our business as follows: 31 of 40 April 2011 Rev: 1.0

32 As reminders for rarely performed tasks To help ensure that no steps are omitted To achieve exact conformity for very important tasks To help ensure consistency As training aid for tasks that tend to be performed by temps or other frequently changing personnel As providing adequate information on product characteristics To provide availability and use of measuring and testing equipment To define processes for release, delivery and post delivery services makes customer specifications and other product or service characteristics available to personnel. Management ensures that personnel are qualified for the activities performed and that records of their qualifications are kept and ensures that the equipment used in the process is suitable, in good condition and well maintained Identification and traceability identifies the product throughout product realization according to the Product Realization procedure NCS-P-QA-006 Product and service is identified with respect to monitoring and measurement requirements at all stages. controls and records the unique identification of the product where ever traceability is a specified requirement Overview identifies the requirement and has the processes to trace products and components back to applicable drawings, specifications or other documents, during all stages of production, delivery and installation. On completion of installations, main switchboards, distribution boards, circuit breakers, switches, circuits and controls are labelled and identified, systematically. Identification - Products identifies that there may be situations in which different batches of a particular material received from a manufacturer will differ in quality from batch to batch. In certain circumstances such differences in quality may be of critical importance in the application of the product. A tracing system and process shall be in place trace individual parts of the material back to the batch source in the event of one part of the material proved defective, all material from the same batch can be identified and withdrawn from service. In the specialised field undertaken by traceability of materials back to batches manufactured is a most uncommon requirement, but should it be required by a particular contract, these requirements will be met to ensure quality assurance standards are met and the customer is satisfied. Where full material traceability is required, additional controls are put in place to record the source of each individual item or product. The tracing includes internal sources as well as original Supplier sources. 32 of 40 April 2011 Rev: 1.0

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