QUALITY MANUAL. DOCUMENT PURPOSE This Quality Manual is to provide reference material to staff and to assist with NATA AS/NZS ISO/IEC

Transcription

1 DOCUMENT PURPOSE This Quality Manual is to provide reference material to staff and to assist with NATA AS/NZS ISO/IEC QUALITY MANUAL WF-EME-QM-001

2 Document Control Issue Number Description of amendment Date 001 Initial Release 22/11/ Clause 9.5 included 16/01/ table and Company business numbers 28/01/2014 and insurance details included 004 Section 6 updated with reference to the Training 03/02/2014 procedure 005 Change to Organizational Chart 28/08/2014 Document Approval and Release Document Version Owner Review Date Approved WF-EME-QM EME Solutions Director 28/11/2013 RM WF-EME-QM EME Solutions Director 16/01/2014 RM WF-EME-QM EME Solutions Director 28/01/2014 RM WF-EME-QM EME Solutions Director 03/02/2014 RM WF-EME-QM EME Solutions Director 28/08/2014 AB Page 1 of 37

3 Contents Introduction Scope Legal Entity Liability Provision s Terms and Definitions Quality Management System Introduction Documentation Requirements General Quality Manual Document Control Control of Records and Registers Management Responsibility Management Commitment Customer Focus Quality Policy Planning Quality Objectives Quality Management System Planning Responsibility, Authority and Communications Responsibility and Authority Management Representative Internal Communications Management Review General Review Input Review Output Resource Management Provisions of Resources Page 2 of 37

4 6.2 Human Resources General Competence, Awareness and Training Infrastructure Work Environment Product Realization Planning Customer Related Processes Determination of Requirements Related to Product Review of Requirements Related to Product Customer Communication Design and Development Purchasing Purchasing Process Purchasing Information Verification of Purchased Product Production and Service Provision Control of Production and Service Provision Validation of Processes for Production and Service Provision Identification and Traceability Customer Property Preservation of Product Control/Calibration Measurement, Analysis and Improvement General Monitoring and Measurement Customer Satisfaction Internal Audit Process Monitoring and Measurement Product Monitoring and Measurement Control of Non-conforming QMS documents Analysis of Data Improvement Page 3 of 37

5 8.5.1 Continual Improvement Corrective Action Preventive Action ISO/IEC Specific Requirements Impartiality and Independence Confidentiality Subcontracting Process Requirements Inspection Methods and Procedures Handling Inspection items Inspection Records Inspection Reports and Inspection Certificates Complaints and Appeals Appendixes A.1 Abbreviations and Acronyms A.2 List of Key QMS Documents Processes/Procedures Records Templates Documents Registers Position Description A.3 ISO 9001 and ISO/IEC reference chart A.4 Organization Chart Page 4 of 37

6 Introduction WaveForm Global - EME Solutions, part of the High Force Group, is committed to providing our clients with high quality EME reporting solutions which are strictly focused on following high level quality processes and procedures. This is to ensure that data consistency and accuracy is maintained to allow us to supply quality controlled documents to our customers. To demonstrate our commitment of quality to our clients, a Quality Management System has been implemented and maintained. This includes providing this document and detailed processes/procedures to relevant parties including Staff and Quality Management Authorities. This manual is used to introduce our Quality Management System to our customers to assure them that the integrity of our QMS is maintained and is focused on customer satisfaction and continuous improvement. 1.0 Scope This quality management system applies to all activities and products delivered to market by WaveForm Global - EME Solutions. Although this system is based on ISO 9001 it has been written to conform to AS/NZS ISO/IEC (2012). WaveForm Global - EME Solutions is a service providing organization to the telecommunications EME industry. Providing solutions and deliverables to our clients in relation to the MCF (Mobile Carriers Forum) practices, ARPANSA RPS3 (Radiation Protection Standards No. 3) standards, Industry Codes, ACMA (Australian Communications and Media Authority) spectrum requirements and Client RF requirements. WaveForm Global - EME Solutions are experienced with the challenges faced by Site RF owners, telecommunications carriers, RF staff, Site acquisition and design services and Site planning. We encourage our staff to learn and understand the complications in the RF industry by providing training, and exposure to the industry. To maintain our high level commitment to our clients and to the industry, a series of quality controlled processes and procedures have been developed to ensure a consistent approach to our deliverables. Each staff member is aware of the importance of our commitment to quality and customer satisfaction and are driven to provide a high level of service. WaveForm Global - EME Solutions Quality Management System provides our staff with the tools and resources to complete their tasks to a quality level. Company Profile WaveForm Global - EME Solutions is an EME solutions service to today s telecommunications industry. Our services include providing site RF compliance solutions for our clients utilizing our expertise, knowledge and experience in GSM, LMR (Land Mobile Radio), PDH, Planning and Site acquisition. Our commitment to quality enables us to maintain a high level of service to our clients both in Australia and internationally. Our staff are highly trained in RF compliance requirements and the use of specialized EME Modelling software which are used to identify RF exclusion zones, RF levels, site design issues and for Planning Our services include but not limited to: ARPANSA Environmental EME Reports RCSMB (Radio Communications Site Management Books) Preliminary RF Drawings Stand Alone Antenna Exclusion Zones Page 5 of 37

7 Site RF Audits RF Awareness Courses Client Enquiries Industry participation Public Consultations Our Sister company, High Force Civil and Construction provide services and solutions to the telecommunications industry including the NBN. High Force Civil and Construction s services include but not limited to: PROJECT MANAGEMENT TECHNICAL TX design, Base Station installation, Network maintenance ELECTRICAL Electrical Contractor, ODU Connections CIVIL and RIGGING CONSTRUCTION Foundation/Monopole/Tower Construction, Tower strengthening WaveForm Global - EME Solutions and High Force Civil and Constructions have experience and expertise both nationally and internationally. Our Mission WaveForm Global - EME Solutions ambition is to become a world recognized provider in providing EME Solutions and to provide advice to our clients which will help them to become leaders in EME Compliance. We have a dedicated team that can provide delivery expectations while maintaining high levels of quality and commitment to EME Compliance Analysis, reporting and consulting. 1.1 Legal Entity WaveForm Legal Entity Company and Business Numbers: ABN: ACN: Liability Provision Insurances: Insurance Type Insurer Liability value Policy No# Expiry Public QBE Insurance $20,000,000 MK3LIA009687PLB 30 th January 2015 Professional indemnity Lloyd s of London $10,000,000 TUSLPL ST January 2015 Page 6 of 37

8 2.0 s AS/NZS ISO/IEC (2012): 9.11 Electromagnetic Fields Environment Modelling Code: ACMA Radiocommunications (Electromagnetic radiation - human exposure) standard 2003, as amended ACMA Radiocommunications (Electromagnetic radiation - human exposure) amendment standard 2007 No.1 ACMA Guidelines on the assessment of installations against electromagnetic radiation (EMR) exposure limits, Part 2 - Predictions ARPANSA Radiation Protection Standard No. 3 Maximum Exposure Levels to Radiofrequency Fields 3 khz to 300 GHz ACIF C564 Deployment of Radiocommunications Infrastructure Modelling of dispersion of electromagnetic fields from antennas and transmitters in the range 110 MHz to 60 GHz ARPANSA RPS3: Radiation Protection Standard for Maximum Exposure Levels to Radiofrequency Fields - 3 khz to 300 GHz (2002) ACIF Industry Code: ACIF C564:2004 Deployment of Mobile Phone Network Infrastructure Telecommunications ACT 1997 C2013C00056 ACMA Licensing and regulations: Australian Communications and Media Authority MCF practices RFNSA Database WaveForm Global - EME Solutions Process and Procedure manual: WF-EME-QM-002 NATA Rules: National Association of Testing Authorities Rules - March 2013 Page 7 of 37

9 3.0 Terms and Definitions Our quality management system uses the same internationally recognized terms, vocabulary and definitions given in AS/NZS ISO/IEC (2012). Acronyms, terms, vocabulary and definitions unique to our organization, customers, industry and region are referenced throughout our quality manual and are contained in Appendix A.1. The following terms and definitions are used in this document Term Quality Manual Process Procedure Document Template Register Record Position Description Quality Plan Specification Definition Document specifying WaveForm Global s Quality Management System Activities that produce a specific service or product for customers Detailed way to carry out an activity Information and supporting medium Standard document format to maintain consistency Identification and location of QMS Documents and other business related activities Evidence of activities or results Detailed scope of responsibilities for staff Document specifying how procedures are implemented Document stating requirements 4.0 Quality Management System WaveForm Global - EME Solutions, have implemented a QMS system to ensure that all RF Assessments conducted by WaveForm Global - EME Solutions are quality managed and controlled. This document provides references to all policies, processes, procedures and relevant information for the production of RF assessment reports. 4.1 Introduction The objectives of this manual are: To provide a Quality reference material to staff To record and maintain a Quality Management System within WaveForm Global - EME Solutions Provides our clients with assurance of WaveForm Global - EME Solutions commitment to providing quality record management and document output to assist with NATA certifications in AS/NZS ISO/IEC (2012) To enable training of new staff in our quality control and management of our systems and deliverable product to our client To provide a point of source that references our detailed processes and procedures WaveForm Global - EME Solutions have adopted the process approach advocated by AS/NZS ISO/IEC (2012) by defining and managing process inputs, controls and outputs to ensure the desired results are achieved and by managing the interfaces between interrelated processes to ensure system effectiveness is maintained. Page 8 of 37

10 WaveForm Global - EME Solutions monitors, measures and analyzes relevant processes and takes action to achieve planned results and ensures the continual improvement of our quality management system. Any outsourced process or activity is controlled as per applicable AS/NZS ISO/IEC (2012) requirements. 4.2 Documentation Requirements General This Quality Manual contains documented statements of our quality processes, policies and objectives. Our Quality management system is reviewed yearly to ensure compliance with AS/NZS ISO/IEC (2012) and to maintain our quality objectives for our customers. WaveForm Global - EME Solutions quality documentation includes this manual, quality processes and procedures, forms and records which are needed to manage, perform or verify work affecting our reporting quality. Any documentation utilized to effectively implement or manage our quality management system can be categorized as below: Tier Document type Purpose 1 Policy Our Company quality vision and key driver of quality output 2 Quality Manual Describes the quality methodology and documentation of our quality management system 3 Processes Provides an overview of activities to produce a quality output service. 4 Procedures Detailed identification of each step to ensure quality consistencies. 5 Work Instructions/Bulletins Describes additional or specific details of operating practices 6 Records Documents that are used to maintain identifiable data inputs/outputs 7 Forms/Templates Data, conformance records, verification documents and report templates Quality Manual This manual has been prepared for WaveForm Global s quality management system, its processes, procedures and records required to implement our quality policy. Sections of this manual makes references to various processes and procedures, forms, records and documents which relate to that section Document Control All WaveForm Global s system documents are controlled according to the Document Control Procedure WF-EME This Procedure defines the process for: Approving documents for practicality prior to release Reviewing and revising when required and re-approving document Ensuring that all changes are recorded and identified Ensuring that the appropriate documents are current and fit for use Ensuring that the documents are identifiable and legible Ensuring that that distribution of current documents is maintained Ensuring that the archiving of obsolete documents are completed in a timely manner WaveForm Global uses generic templates which have been created and made mandatory to use by the industry governing body. Procedure WF-EME ensures that the industry standard templates are reviewed regularly to ensure their currency. All QMS documents are kept on an internal file server and a hard copy of the procedures are printed as part of the new employee induction kit. This is then disposed once an update or revision occurs to the documents. Page 9 of 37

11 Documents that are controlled but not limited to are: Quality Manual Processes Procedures Templates Records Each document type has its own unique identifier, both in the document name and its number. The identifiers are below: Quality Manual WF-EME-QM-001 Processes WF-EME Procedures WF-EME Documents WF-EME Templates WF-EME Registers WF-EME Records WF-EME Position Descriptions WF-EME Tools WF-EME Example of the document numbers and its identification WF EME QM 001 [WaveForm] [Division] [Document Identifier] [Document Number] WF-EME WF-EME WF-EME Document Directory Record Document Control Procedure MCF Template Control Procedure Control of Records and Registers All QMS documents are kept on an internal file server, the register, EME Solutions Document Directory - WF-EME and WF-EME , is maintained to ensure management and control of all documents are tracked and recorded. Records are established to provide evidence of conformity to the following requirements however are not limited to: AS/NZS ISO/IEC (2012) Customer requirements including feedback Operational requirements of WaveForm Global s QMS system Staff training matrix Tools/Equipment Antennas IT directory Software validation software Page 10 of 37

12 Operational issues OH&S and RF issues Subcontractor details including NATA ISO/IEC accreditation details Document template revisions and amendments including MCF controlled documents WF-EME WF-EME WF-EME Document Directory Register Control of Records Procedure Document Revisions Record 5.0 Management Responsibility WaveForm Gobal s senior management have the responsibilities and authority to support the development and implementation of the QMS system to ensure that the company s objectives, customer expectations and industry requirements are maintained whilst promoting continual improvement of the QMS system. The responsibility of the senior management is outlined in detail as shown in the position description, WF-EME Senior management and their direct reports are responsible for ensuring that the QMS system is implemented and communicated throughout the company. Senior management is also responsible for ensuring the importance of meeting customer, statutory and regulatory requirements with relation to AS/NZS ISO/IEC (2012), NATA and industry expectations and policies. Senior management is responsible for ensuring the quality policy is appropriate and is adequate for the goals of the business. This includes promoting continual improvement and effectiveness of the QMS system and is reviewed annually for continuous suitability. All managers are responsible for reporting to key shareholders and the business on the performance and effectiveness of the QMS system. WF-EME EME Solutions Director Position Description 5.1 Management Commitment WaveForm Gobal s senior management team is committed to implementing and developing the QMS system. We will ensure that our QMS system is understood, implemented and maintained at all levels of the business through appropriate training and document accessibility. This will be done via the means of annual reviews and audits of the QMS system to ensure its currency and that the business goals and objectives are being met. In addition to this our QMS system will be communicated and deployed throughout the business via individual performance objectives established and reviewed during performance reviews. Page 11 of 37

13 All managers demonstrate their commitment to the development and improvement of the QMS system through the provision of resources, involvement in the internal and external audit process and a proactive involvement in continual improvement activities. 5.2 Customer Focus WaveForm Global strives on exceeding our customer expectations and continually take a proactive approach to ensure that we recognize and manage current and future client needs. Customer feedback is important and integral to the operation of the business, improving our QMS system and finding efficiencies to ensure that our policies remain compliant to our customer needs Customer requirements are implemented into our QMS as quality requirements to ensure the understanding of these requirements are relayed across the business. Communication between the customer and WaveForm s management team is an important part of this process and also allows our QMS system to remain flexible, with no effects to our quality commitment and policies. Customer complaints are dealt with swiftly and with care to ensure that breaches of our QMS system are rectified and the management of the complaint is handled appropriately. Feedback is continually monitored and measured to identify areas of improvement. Communication and focus on our customers allows WaveForm Global to be flexible and compliant to our customer s unique needs. WF-EME Customer Feedback Register 5.3 Quality Policy Senior management ensures that the quality policy is communicated and understood by all staff at all levels of the business through documented training, regular communication, and reinforcement during annual employee performance reviews and initial employee inductions/training. Management reviews are conducted at appropriate intervals, typically annually to determine the quality policy s continuing suitability. 5.4 Planning Quality Objectives Quality objectives are established to support our business s efforts in achieving our quality policy and are reviewed annually for continuing suitability. Quality objectives are measurable and reviewed against performance goals during scheduled management review meetings. 1. Manage and control facilities, processes, quality systems and staff to consistently and cost effectively produce quality endorsed reporting and solutions/services that meet our customer needs 2. Conduct operations in conformance with, or to exceed, all applicable laws and regulations of the jurisdictions in which we do business 3. Be committed to continuous process improvement by emphasizing reduction of timely delays through effective efficiencies Achievement of ZERO DEFECTS and 100% on time delivery performance Quality Management System Planning The quality system has been planned and implemented to meet our quality objectives and the requirements of AS/NZS ISO/IEC (2012). Page 12 of 37

14 The quality planning process involves establishing and communicating our quality policy and objectives through the issue of this manual and its associated procedures. Accordingly, this manual constitutes our overall plan for establishing, maintaining and improving the quality system. For each instance of quality management system planning, the output is documented accordingly and changes are conducted in a controlled manner. Our management review and internal audit processes ensure the integrity of our quality management system is maintained when significant changes are planned and implemented which affect key system processes. 5.5 Responsibility, Authority and Communications Responsibility and Authority An organizational structure is defined in Appendix A.3. The organization chart shows the position and responsibilities of each staff member within the business. Members of senior management in particular the EME Solutions Director is ultimately responsible for the quality of WaveForm Global s products and services since they control the systems and processes by which conforming work is accomplished. Senior management is responsible for business planning, development and communication of WaveForm Global s quality policy, quality management system planning, the establishment and deployment of objectives, the provision of resources needed to implement and improve the quality management system and for undertaking management reviews. All managers are responsible for execution of the business plan and the implementation of the policies, processes and systems described in this manual. All managers are responsible for planning and controlling quality management system processes within their area of responsibility, including the establishment and deployment of operational level objectives and the provision of resources needed to implement and improve these processes. All staff are responsible for the quality of their work and implementation of the policy and procedures applicable to processes they perform. Staff responsible for product quality have the authority to stop production to correct quality problems. Employees are motivated and empowered to identify and report any known or potential problems and to recommend related solutions through the corrective/preventive action process. WF-EME Company Org Structure Management Representative WaveForm Global has appointed the EME Solutions Director as the Quality management representative. The EME Solutions Director key responsibilities is to be the NATA representative and key signatory for AS/NZS ISO/IEC (2012). This role s responsibility also includes maintaining and approval of company delegated signatories. The EME Solutions Director is responsible for ensuring that the quality management system is established, implemented and maintained, including promoting customer requirement awareness throughout the business. Additional responsibilities are but not limited to: Ensuring that the QMS system performance and continuing suitability is managed and action taken where necessary Ensure all processes and procedures for AS/NZS ISO/IEC (2012) QMS system are established and implemented Act as a liaison with external parties such as customers, auditors and other members of senior management Page 13 of 37

15 Provide reporting to senior management on the performance of the QMS system Promote customer requirements throughout the business Freedom to resolve or rectify any quality issues arising from external parties in relation to the QMS system Resolve matters pertaining to quality issues Promote initiatives for improvement Internal Communications Communication relating to WaveForm s QMS system, its processes, procedures, management and amendments are documented and relayed to staff via internal systems, team meeting and staff inductions. Communications takes place either formally or informally however typically via team meetings. Discussions one how staff can contribute and/or manage quality issues and maintain consistency are also implemented in staff performance reviews. WF-EME WF-EME Meeting Minutes Template General Meeting Minutes Record 5.6 Management Review General Management reviews conducted via senior management and are conducted at least once a year. The purpose of these meetings is to discuss the ongoing performance, suitability, adequacy and effectiveness of the QMS system. The primary data inputs are from customer feedback, audit reviews/findings from both internal and external, staff feedback and Industry compliance. The actions from these meetings ensure that not only the conformity of the standard is maintained but the suitability and recommendations of improvement result from the analysis of this data. The QMS system is a key function of our business and as such, continually identifying and maintaining quality documentation are the functional actions from the management reviews. Provision of resources on providing services to our clients and conforming and implementing quality systems are identified as action details of these reviews Review Input Assessment of the QMS system is a review and analysis of a number of inputs. These inputs include but limited to: Internal and external audit findings and corrective actions Changes to applicable legislation, Industry requirements and/or compliance requirements Changes to Policy, Quality Manual, Processes, Procedures Customer Satisfaction and feedback Management planning, clients, resources, roles and responsibilities, training, Staff Performance Reviews outcomes Date for next review Page 14 of 37

16 WF-EME WF-EME Management Review Record Management Review Agenda Review Output The purpose of the management review is to analyze the input to identify the appropriate actions to take for the following issues: Improvement of the effectiveness of the QMS system and its processes, procedures, records and documents Improvement and/or QMS awareness of staff training Improvement of the end product for the customer Improvement of efficiencies and management of the quality output and QMS system Resource requirements, development and growth The primary outputs from the review meetings are for senior management to take appropriate actions to change or improve the QMS system. This includes the provision of resources needed to implement these actions. Each action is assigned to the appropriate member of senior management to action and any decisions, assigned actions and due dates made during the meeting are recorded in the agenda minutes. The Management Review record is then completed, to review when required. WF-EME WF-EME Management Review Record Meeting Minutes Template 6.0 Resource Management 6.1 Provisions of Resources Planning and providing delivery schedules for quotations, project scheduling and budgetary requirements, provisions of resources is vital to our success. Senior management is responsible to ensure the appropriate trained resources are available to deliver and maintain our high level of quality and to maintain the QMS system. Identification and the provision of resources are also required to continually deliver and improve the effectiveness of the QMS system whilst enhancing customer satisfaction through meeting their requirements. 6.2 Human Resources General Ensuring we maintain a high level of quality and our commitment to our QMS system, the competence of individual positions throughout the business are identified with job descriptions. Job descriptions are prepared in such a manner, they identify core qualifications and skillsets for one to perform their role competently which does not affect Page 15 of 37

17 product quality. The job descriptions outlines qualifications to include desired requirements for education, skills, experience and industry knowledge. Appropriate qualifications, along with the required internal training, provide our staff with the knowledge and competence to complete their role upholding our high level quality ethics and administrating our core QMS values Competence, Awareness and Training Due to the specialized skills and knowledge required in our industry field, emphasis is placed on our internal training programs and structured in a way that lower skilled and/or limited experienced resources can be engaged. Our company structure also allows for progression and position level of higher skilled staff dependent on qualifications and experience. Each staff are appropriately and adequately trained for our industry requirements to ensure our quality core values and quality objectives are achieved. This training process is a formal system and records of the training achievements are kept. Ensuring our QMS system is upheld, our training program has key modules incorporated to improve awareness and understanding of the QMS processes, procedures and core values. Upon engaging new staff, qualifications and/or experience is reviewed to determine suitability to the role. Although qualifications and experience is reviewed, all new staff undergo our internal training program. Our training manual consists of all work related activities to identify how they can contribute to the achievement of quality objectives. Certain modules in this manual are designed for different roles and the level of training will be determined upon placement of the resource. Our internal training program consists of the following: Introduction to the Company About the Industry Purpose of EME Our clients and the importance of maintaining a high level of quality output Overview of our QMS system Detailed view of the QMS system policies, processes, procedures and records WaveForm Global work flow process Antenna Theory basics Overview of MCF policies and procedures Databases and Data alignment Intranet file server and file directories Overview of Software packages we use Detailed view on how to use the Software (IXUS) Detailed view on how to use the Software (RF Map when required) Report types and how to create a Report Potential issues and how to overcome them NATA Signatory role Page 16 of 37

18 Sub Categories (Detailed view on systems and policies for delegated signatories only) o o o o o o RPS3 ACIF Detailed view on MCF policies, processes and procedures Customer requirements NATA Rules Detailed antenna theory/propagation Abbreviations and Acronyms Organization Chart Summary Senior management identifies additional competency requirements during the management reviews. When required these competencies are included to the position descriptions and/or new roles created with appropriate position description created. Management reviews are also used to identify the type and number of positions required to deliver our customers projects. These positions can be filled either internally or externally either through recruitment agencies or self-advertising. Should specialized skills be required such as project management competencies, Waveform Global will either train existing staff through external means or hire appropriately skilled staff. All future training requirements either internal or external are identified during the management review. Training records are maintained to demonstrate competency and experience. Training records are reviewed annually during the management review to ensure that the qualifications and/or competencies are current and if there is any future potential training requirements. Training records are maintained and recorded in the Skill Sets-Training Matrix, WF-EME in accordance with Section and include as a minimum, the following: Copies of certificates for any training undertaken Current job description Resume WF-EME WF-EME WF-EME Skill Sets-Training Matrix RCSMB Training Manual Training Procedure 6.3 Infrastructure To achieve conformity to the product that WaveForm Global produces, several key measures are in place to ensure that the infrastructure used to provide these services is compliant to provide consistent outputs. These elements are determined, provided and measured to meet our regulatory requirements. These elements may include Page 17 of 37

19 Tools Software including validation Work environment Output quality methodology such as NATA signatory checklists Appropriate data retention and backup Filing systems both in electronic and hard copy formats Buildings WF-EME WF-EME WF-EME WF-EME Software Validation Record Software Validation Procedure Equipment Register NATA Checklist Procedure 6.4 Work Environment WaveForm Global takes pride in providing a safe and secure work environment and our facility complies with all relevant health and safety regulations. 7.0 Product Realization 7.1 Planning WaveForm Global has established documented quality plans, policies and procedures that describe processes and control methodology and the records required. During this phase management or assigned senior person will identify: The quality objectives for the output depending on the customer project requirements Verification, validation, monitoring, inspection and quality outputs required Specific processes, documentation, reporting and resources required Criteria for output acceptance Resources necessary to support the clients delivery expectations and maintenance of the product The quality planning identifies if the required works are within our accredited scope. Should the requested product fall within our scope, the planning output includes outputting specific documented plans, processes, resource requirements, tool requirements, procedures and product type output. Page 18 of 37

20 7.2 Customer Related Processes Determination of Requirements Related to Product Each product that WaveForm Global produces, a process of acceptance based on the customer s requirements are considered, these are but not limited to: Any special requirements needed by the client Previous requirements of the customer i.e. Report formats, File name terminology Industry and/or MCF requirements Statutory and regulatory requirements related to the product AS/NZS ISO/IEC (2012) Standard requirements and restrictions Delivery and post-delivery expectations and activities Quality control or policies required NATA Rules and requirements Additional requirements determined by WaveForm Global Review of Requirements Related to Product Every customer request is reviewed prior to committing to the customer. This process is mandatory for each request to ensure that the output quality remains to our high standard and aligns with our QMS system. The review is conducted before any order is accepted. The process ensures that: Product requirements are defined All differences of the order contract differing from either previous, written or verbal correspondence is resolved That WaveForm Global can meet the defined requirements and delivery expectations Customer requirements are confirmed before acceptance A Purchase Order for the work is received Should there be changes to the product output, all changes are communicated to staff Customer Communication WaveForm Global is committed to exceeding our customers expectations in all areas, to do this, communication is a vital part of our commitment. Effective communication is the essential key to maintain customer satisfaction, effective handling of customer communications reduces misunderstandings, dissatisfaction, lengthy delivery delays and inefficient output processes. WaveForm Global understands our customer requirements and through effective communication we help provide solutions and advise on their needs. Each staff member of WaveForm Global is responsible for different types of interfacing communications with the customer. It is important to have the right person communicating to the client during the different phases of the product output. These are but not limited to; Page 19 of 37

21 Position Director Manager Supervisor EME Tech Communication Responsibilities The Director can fulfil other positions communications responsibilities (when required) Initial customer contact, ongoing communications, Enquiries, Quoting, Contract Management, Feedback, Initial product ordering, Complaints, Quality and Output Advice Similar to Director and will provide a contact person should the Director not be available. Will also include technical feedback, delivery schedules, Product priority, Reporting Same as Manager plus any issues arising from the output delivery Directly related to product issues affecting the delivery of the product. 7.3 Design and Development Due to the nature of our work, WaveForm Global does not directly design our customers output however we are indirectly involved via the Industry Forum. The data used to produce our output is obtained from external sources and analyzed, compiled and reported on. WaveForm Global informs the owners of the sourced data should there be an issue or problem with the accuracy of the data. On occasion the output is rearranged to suit our customers requirements however the data used is from third party sources and is not developed nor designed at WaveForm Global. 7.4 Purchasing Purchasing Process WaveForm Global has a strict purchasing process which includes identifying the customers requirements, providing a quote based on the industry s schedule of rates guidelines and receiving a Purchase order. The Purchasing process is vital to providing both WaveForm Global and the customer with the confidence, knowledge, expectation and Terms and Conditions to fulfill each other s requirements. Our quote contains specific details as listed below but not limited to: Specific datasets required to complete the work Type of work Pricing Payment terms Terms and Conditions Work will not be begin until a purchase order is received, receipt of the purchase order ensures us that the customer understands the requirements of the work including pricing and payment terms. Communication as discussed in is vital to this process especially with new customers, helping them understand their requirements, regulatory and statuary requirements and industry processes and policies. Each step of the Purchasing process is clearly communicated to ensure both parties are aware of each other s requirements. On rare occasions, the scope of works may change however this is clearly communicated to the customer and the purchasing process may be revised to suit the amendments to the scope. It is the responsibility of the EME Solutions Director to ensure that the customer is a registered entity, and has no financial difficulties. Page 20 of 37

22 WF-EME WF-EME Purchase Order Register Purchase Order Procedure Purchasing Information When purchasing a product, WaveForm Global will produce a purchase order upon the receipt and understanding of the delivered quote. Information that are added to our purchase orders where appropriate are: Identification of the product or service to be delivered, quantity, delivery expectations and cost Requirements for approval or qualifications of product, procedures, processes or equipment Requirements for the qualifications and/or Company certifications i.e. NATA Certifications Purchase order number and reference to the quote QMS system requirements Verification of Purchased Product Upon receipt of the purchased item, reviews, checks, etc. are performed to ensure that the supplied product or service adheres to our QMS system and/or expectations. Should the product or service be not as described, a nonconformance report is raised and recorded and the supplier contacted for amendment, replacement or credit. WF-EME WF-EME Non-Conformance Procedure Non-Conformance Record 7.5 Production and Service Provision Control of Production and Service Provision In order to control the production and service of the products that WaveForm Global produces and delivers, it is our policy to identify the steps one needs to take via detailed procedures to deliver the product. There are several control methodologies and records that are maintained to achieve our quality policy. Many of the process control activities are integrated and directly relate to quality control. The following controlled conditions are performed and managed where applicable: Quality checks on every report are performed and the sign off checklist remains a record for each site. This record ensures consistency between multiple signatories and a record management system of the work order details The storage of the completed data including public databases Evidence of the completed inspections Detailed work procedure instructions Page 21 of 37

23 The identification and specifications of the individual report types Criteria for the quality output Competent staff Software maintenance and antenna pattern authenticity Validation of Processes for Production and Service Provision The validation of processes for the production of our output, is through two main procedures. Validation of the software Validation of the antenna patterns Each validation process maintains the flexibility of our output as the key variables are addressed regardless of the output. Each output item, is dependent on the validity and accuracy of our software and the antenna data entered into it. This allows us to be flexible with the output type whilst maintaining consistent inputs. These processes identifies the following: Qualification criteria Approval of equipment Record requirements WF-EME WF-EME Antenna Validation Procedure Software Validation Procedure Identification and Traceability In order to preserve the conformance of products to customer requirements during internal processing and delivery, WaveForm Global identifies the product throughout the product realization process in accordance with the Identification & Traceability Procedure WF-EME Stored equipment and materials are identified as to type, description and inspection status Unacceptable items are identified as such and are removed from the normal work flow All quotes are identified with a unique estimate number, allocated on receipt Subsequent orders are identified by PO number WF-EME Identification and Traceability Procedure Page 22 of 37

24 7.5.4 Customer Property In cases where the customer provides drawings, specifications, etc. they are logged as per the Document Control Procedure (WF-EME ). Customer property can also include customer-owned materials, tools, tooling (including test/inspection tooling and equipment), and intellectual property. We identify, verify, protect and maintain customer property provided for use. The EME Solutions Director ensures that lost, damaged or unsuitable customer property is recorded and immediately reported to the customer. Refer to Section 8.3. WF-EME Data Control Procedure Preservation of Product WaveForm Global ensures that the product output remains intact and the data used to compile the product is retained and kept to increase the preservation of the product. This information is maintained locally and where required publically. The local preservation includes the server files to be copied using a redundancy back up system. 7.6 Control/Calibration WaveForm Global has identified the need to ensure that the software and its updates are validated and confirms to both statuary and regulatory requirements. This includes the data inputted into the software. As Conformity is the key to our output quality and consistency, our software and Antenna data is: Calibrated or verified at specified intervals, or prior to use, against the RPS3 standards Validated according to defined parameters prior to use Adjusted or re-adjusted as necessary Safeguarded from adjustments that would invalidate the measurement result Identified to enable the calibration status to be determined In addition, the WaveForm Global assesses and records the validity of previous measurement results when the equipment is found not to conform to requirements. The WaveForm Global takes appropriate action on any equipment or product affected. Where equipment is found to be non-compliant, the significance of the error is reviewed and appropriate action taken. Records of the results of calibration and verification are maintained. 8.0 Measurement, Analysis and Improvement 8.1 General This section describes how WaveForm Global define, plan and implement monitoring, measures, analyze and improvement activities needed to assure product and quality system conformity and to achieve continual improvement. These activities include the assessment of customer satisfaction, internal auditing, process monitoring and measurement, and product monitoring and measurement. WaveForm Global plans and implements monitoring, measurement, analysis and improvement processes as needed, these processes are identified in documented procedures and include the determination of applicable methods, including statistical techniques and the extent of their use. Page 23 of 37

25 To demonstrate conformity of the product To ensure conformity of the quality management system To continually improve the effectiveness of the quality management system 8.2 Monitoring and Measurement Customer Satisfaction Customer satisfaction is important to WaveForm Global as it relates on how the customer perceives us on our product, delivery, service and if their requirements are met. Customer complaints whether received in writing, verbally or by electronic means are immediately forwarded to the EME Solutions Director for action and recording. Should the compliant be outside the control of the EME Solutions Director, then it will be escalated to Senior Management for review and action. Occasionally WaveForm Global conducts customer surveys so that we can improve and resolve any issues that may arise. Corrective actions are our record management tool to identify, resolve and ensure that the issues are rectified to conform to our QMS system. Customer satisfaction is monitored in various ways. Product returns or errors Repeat customers Analysis of customer complaints and feedback Customer survey results Repeat business Recognition Growth Delivery schedules and targets Internal Audit Internal audits are critical to the continuation of WaveForm Global s commitment to providing a high quality output and conformity to our QMS system, NATA requirements, Industry standards and statuary and regulatory obligations. Internal audits are conducted annually to ensure that existing policies, processes and procedures conforms to our output requirements and quality. The internal audit procedure, WF-EME , outlines the audit frequency, scope and method on how one performs an audit. All internal audits are recorded in WF-EME to maintain consistency and actions required to effectively meet our quality objectives. Internal audits are conducted by both the process owner and a suitably qualified personal. WF-EME WF-EME Internal Audit Procedure Internal Audits Record Page 24 of 37

26 8.2.3 Process Monitoring and Measurement WaveForm Global applies suitable actions for monitoring and measuring all quality management system processes. Quality management system processes are documented, measured, controlled and evaluated to ensure they are effective in achieving the desired results and to identify opportunities for improvement. In-process checks are included in various processes and relate to both quality control and productivity checks Provision is made for the identification and resolution of non-conformance. The emphasis is to prevent any issues which may affect customer satisfaction and delivery Action is taken promptly to resolve any problems that arise Each report checklist record is recorded for a minimum of three years. Products are not released or delivered until all checks by a NATA delegated signatory are made. This ensures that the requested output is maintained to the customers expectations and meets all the requirements of our QMS system. WF-EME NATA Checklist Procedure Product Monitoring and Measurement As per 8.2.3, Product monitoring is recorded with the Report checklist. Not only does this checklist ensures consistency, but also monitors the report output and the processes and procedures that are used to create the report. 8.3 Control of Non-conforming QMS documents The impact of not controlling non-conforming documents to the output quality, exposes a risk to WaveForm Global. We maintain a record of non-conforming reports to help identify the reasons or flaws to our processes and/or procedures. These issues can be identified either through our annual internal audits or during business as usual. WF-EME WF-EME Non-conformance Record Non-Conformance Procedure 8.4 Analysis of Data All WaveForm Global s Managers and Supervisors are responsible for analyzing the data sets to determine the suitability and effectiveness of key QMS system processes applicable in their skill sets/responsibilities. The data sets analyzed are used for continuing improvement to output quality and delivery. These are measured against our quality objectives and policies. A process is only effective if the desired results are achieved, with measurable outcomes. Effectiveness is measured in terms of output quality, delivery, process accuracy, performance, revenue and cost budget performance and staff performance. Page 25 of 37

27 The data sets analyzed but not limited to are, noted below: Non-conformance records Customer Satisfaction records Output quality and delivery targets Conformity to output requirements 8.5 Improvement Continual Improvement As WaveForm matures as a Company, the continual improvement to our policies, processes, procedures and records increase to ensure that our customers expectations, delivery targets an quality remain current and effective. This is achieved through carefully analyzing the available datasets and have the correct values and management in place for continuing improvement. It also involves strict record keeping and maintenance so that our objectives are exceeded. As the industry is continually evolving, it is important that we as a Company maintain realistic and achievable objectives which also include our business plan, customer and delivery targets Corrective Action Evidence of non-conformance, customer dissatisfaction or process weakness is used to drive our corrective action system. Due to the likelihood of issues arising, they will require immediate correction and possible additional action aimed at eliminating or reducing the likelihood of recurrence. Staff with responsibility and authority for corrective actions are notified promptly of output or process non-conformities. Investigating and eliminating the root cause of these failures is a critical part of our continual improvement process. WaveForm Global takes action to eliminate the cause of non-conformities in order to prevent recurrence. Corrective actions are the results of serious non-conforming issues. The Corrective Action Procedure WF-EME defines the requirements for: Reviewing non-conformities (including customer complaints) Determining the causes of non-conformities Ensuring the action taken will eliminate the reoccurrence of the non-conformities Determining and implementing action needed Records of the results of action taken Reviewing corrective action taken Follow-up audits are conducted in during the internal audit process, to ensure that effective corrective action has been taken and that the action is appropriate to the impact and nature of the problem encountered. WF-EME Corrective Action Procedure Page 26 of 37

28 8.5.3 Preventive Action WaveForm Global determines any necessary action/s to eliminate the causes of potential non-conformities to reduce or prevent them from occurring. Preventive Actions are the result of identifying potential issues. Various data sets are used to identify issues before they occur. This data can come from internal audits, customer feedback, staff suggestions, and delivery delays are analyzed to identify the actions required to eliminate the cause of potential failure. WF-EME Preventive Action Procedure 9.0 ISO/IEC Specific Requirements 9.1 Impartiality and Independence WaveForm Global shall provide and ensure equality is provided in every aspects of service delivery to all our customers. WaveForm Global will not show bias toward nor improper judgment toward any one activity, task or customer. We aim to provide a seem-less and independent service for any activity undertaken by WaveForm Global without undue pressure being placed upon any staff member that may impact on their technical judgment to complete a specific task. Waveform Global has a specific set of Code of Ethics that are embedded into the way we deliver a product and in our policy. We take pride in providing the highest quality output possible ensuring both professional and ethical conduct. To assist our colleagues and staff develop their professional growth within the EME industry through training, QMS commitment and the understanding of these code of Ethics. To acknowledge and credit those who contribute to the Company To receive, accept and admit to any technical faults or criticism through errors and/or flaws to our systems and maintaining the correction of errors, implementing corrective and/or preventative actions where required to limit re-occurrence of errors via our QMS system and policies To improve the understanding and commitment to the EME industry via interactivity with staff training and involvement with industry forums To ensure all decisions are made within the company are consistent with OH&S obligations, QMS policies, Customer requirements and the welfare of the public. Any factors relating the endangerment of the public, Customers reputation and obligations, RF workers and Site owners are attended promptly and without prejudice To avoid and/or identify real or perceived conflicts as soon as applicable and the affected parties notified when the conflicts exist To be honest and accurate when discussing all matters relating to our customers and to provide realistic and open quoting estimates To ensure that no undue pressure or stress conflicts with our ability to perform the tasks requested. This includes any impediment that may occur to our judgment, all activities will be of a calculated nature without any outside influences To ensure that any injuries, damages, losses, intellectual property, reputation or employment are avoided by the non-use of false or malicious actions Page 27 of 37

29 WF-EME Conflict of Interest and Independence Procedure 9.2 Confidentiality WaveForm Global takes the confidentiality of our customers seriously and as such, we have developed a policy that all WaveForm Global s staff must adhere to. Customers Confidentiality includes but not limited to: Trade Secrets Internal Processes and Procedures Non-public material Information or data without the permission of the owner Financial information except for use of customer legal entity and financial checks Any other information without expressed permission from the owner Details, Data, Information etc. will be destroyed upon request from the customer. Intellectual property All WaveForm Global staff members must adhere to this policy and any breach of this policy, the customer will be notified immediately, disciplinary action taken and a full investigation and analysis of the breach undertaken. All breaches of this policy will be recorded and the actions taken to ensure that re-occurrence will not take place. Should work be passed to NATA accredited contractors and/or subcontractors, an agreement between both parties including expressed permission form the customer will be created and implemented based on this policy. WF-EME WF-EME Confidentiality Breach Record Confidentiality Policy 9.3 Subcontracting When WaveForm Global requires the need for a suitably qualified NATA accredited contractor, there are several key aspects identified prior to engagement. Suitably qualified staff and current NATA certification Financial liability to WaveForm Global and our customer Delivery milestones Quality output Customer Exposure Once a Contractor is deemed suitable, their NATA accreditation details such as limitations, type and currency are recorded in WF-EME Additional checks such as Company entity, financial position etc. are also checked prior to engagement. A Confidentiality agreement is also put in place to ensure the protection of our customer s confidential information. Page 28 of 37

30 WF-EME WF-EME Subcontractor Record Subcontractor Procedure 9.4 Process Requirements Inspection Methods and Procedures WaveForm Global recognizes the risks associated in only performing sampling methods i.e. 1 report in 10. As a result, all NATA endorsed reports/certificates go through a review process to ensure quality and consistency. A report checklist procedure and record per site/report has been developed and implemented and are important our QMS policy. WF-EME NATA Checklist Procedure Handling Inspection items Due to the requirements of the industry we work in, all reports are uploaded to a National Database and accessible to members of the public (some publications), RF Workers, Industry personal and the customer. All records of signoff, issues etc. are kept internally and are passed to the customer when required. All data records, are maintained on our server for the lifetime of the product. This enables us to maintain reference material and data should we be requested to review and/or update the documentation Inspection Records Any issues arising from our assessment are recorded in accordance to our corrective action process (8.5.2). All correspondence between the customer and WaveForm Global in relation to the customer requirements are recorded and noted during the quoting/purchase order phase (7.2.1 and 7.4.1) Inspection Reports and Inspection Certificates All signed inspection reports are kept electronically on our file server and also on the RFNSA. Each version/update etc. will have its own unique job number and the version noted on the documents. 9.5 Complaints and Appeals WaveForm Global takes all Complaints and Appeals seriously and as such, each complaint and/or appeal are recorded, validated, investigated and where necessary, actions are identified to ensure the outcome and response are resolved without prejudice and discrimination. A specific process has been developed to ensure adherence and a consistent approach is maintained with all complaints and/or appeals received with measurable outcomes. Record management is an important factor of this process and as such, a specific register containing details of the complaint and/or appeal include the following: Details of the complaint/appeal (incl. complainant details, work order details, scope etc.) Details of the investigator Details relating to the validation Details relating to the investigation Details relating to the outcome Details of the action/s required to resolve complaint/appeal Details of the response to complainant Dates/Times/Specific details including complaint/appeal receipt and closure date. Page 29 of 37

31 WF-EME WF-EME Complaints and Appeals Process Complaints and Appeals Register Page 30 of 37

32 Appendixes A.1 Abbreviations and Acronyms The follow is a list of abbreviations and acronyms that are noted in this manual: Definition WF WaveForm EME Electromagnetic Emissions PO Purchase Order OH&S Occupational, Health and Safety IT Information Technology NATA National Association of Testing Authorities NZS New Zealand Standard AS Australian Standard ISO International Organization for Standardization IEC International Electrotechnical Commission MCF Mobile Carriers Forum ARPANSA Australian Radiation Protection and Nuclear Safety Agency RPS3 Radiation Protection Standard Number 3 ACMA Australian Communications and Media Authority RF Radio Frequency GSM Global System for Mobile Communications LMR Land Mobile Radio PDH Plesiochronous Digital Hierarchy RCSMB Radio Communications Site Management Book SAR Site Assessment Report SCC Site Compliance Certificate NBN National Broadband Network TX Transmission ODU Outdoor Unit EMR Electromagnetic Radiation MHz Megahertz KHz Kilohertz GHz Gigahertz ACIF Australian Communications Industry Forum RFNSA Radio Frequency National Site Archive QMS Quality Management System AMTA Australian Mobile Telecommunications Association Page 31 of 37

33 A.2 List of Key QMS Documents Processes/Procedures Document QMS Manual (Hyperlink) Title/Description WF-EME Document Control Document Control Procedure WF-EME Document Control MCF Template Control Procedure WF-EME Control of Records and Control of Records Procedure Registers WF-EME Identification and Traceability Identification and Traceability WF-EME Customer Property Data Control WF-EME Internal Audit Internal Audit WF-EME Infrastructure, Process NATA Checklist Monitoring and Measurement, Inspection Methods and Procedures WF-EME Verification of Purchased Non-Conformance Product, 8.3 Control of Nonconforming QMS documents WF-EME Corrective action Corrective Action WF-EME Preventive Action Preventive Action WF-EME Infrastructure, Validation of Software Validation Processes for Production and Service Provision WF-EME Purchasing Process Purchase Order WF-EME Validation of Processes for Antenna Validation Production and Service Provision WF-EME Impartiality and Independence Conflict of Interest and Independence Procedure WF-EME Subcontracting Subcontractor WF-EME Complaints and Appeals Complaints and Appeals Records Document QMS Manual (Hyperlink) Title/Description WF-EME Review Input, Review Management Review Output WF-EME Responsibility and Authority Company Org Structure WF-EME Infrastructure Software Validation WF-EME Competence, Awareness and Skill Sets-Training Matrix Training WF-EME Infrastructure Equipment Register WF-EME Internal Audit Internal Audits WF-EME Control of Non-conforming QMS Non-Conformance Documents WF-EME Internal Communications General Meeting Minutes WF-EME Verification of Purchased Non-Conformance Product WF-EME Confidentiality Confidentiality Breach WF-EME Subcontracting Subcontractor Page 32 of 37

34 Templates Document QMS Manual (Hyperlink) Title/Description WF-EME Review Input Management Review Agenda WF-EME Internal Communications, Meeting Minutes Review Output Documents Document QMS Manual (Hyperlink) Title/Description WF-EME Competence, Awareness and Training Manual Training WF-EME Confidentiality Confidentiality Policy Registers Document QMS Manual (Hyperlink) Title/Description WF-EME Document Control, EME Solutions Document Directory Control of Records and Registers WF-EME Customer Focus Customer Feedback WF-EME Purchasing Process Purchase Order WF-EME Complaints and Appeals Complaints and Appeals Position Description Document QMS Manual (Hyperlink) Title/Description WF-EME Management Commitment EME Solutions Director Page 33 of 37

35 A.3 ISO 9001 and ISO/IEC reference chart WaveForm QMS reference ISO 9001 reference ISO/IEC reference Quality Management System General Requirements Documentation Requirements General Quality Manual Document Control & Control of Records Management Responsibility Management Commitment & Customer Focus Quality Policy Planning Quality Objectives Quality Management System Planning Responsibility, Authority and Communication Responsibility and Authority Management Representative Internal Communication Management Review General & Review Input Review Output Resource Management Provision of Resources Human Resources General Competence, awareness and training Infrastructure Work Environment Product Realization Planning of product realization Customer Related processes Determination of requirements related to the product Review of requirements related to the product Page 34 of 37

36 Customer Communication Design and Development Design and Development planning Design and development inputs Design and development outputs Design and development review Design and development verification Design and development validation Control of design and development changes Purchasing Purchasing process Purchasing information Verification of purchased product Production and service provision Control of production and service provision Validation of processes for production and service provision Identification and traceability Customer property Preservation of product Control of monitoring and measuring devices Measurement, Analysis and Improvement General Monitoring and Measurement Customer Satisfaction Internal Audit Monitoring and measurement of processes Monitoring and Measurement of product Control of non-conforming & product Analysis of data Improvement Continual Improvement Corrective Action & Page 35 of 37

37 Preventive Action General Requirements 4.1 Impartiality and Independence Confidentiality Structural Requirements 5.1 Administrative Requirements 1.1 and Organization and management 4.2.3, 4.2.4, 5.0, 5.5 and A Resource Requirements Personnel 6.1, 6.2, & Facilities and Equipment 6.3 & Subcontracting Process Requirements 7.1 Inspection methods and procedures Handling Inspection Items and Samples Inspection Records Inspection Reports and Inspection Certificates Complaints and Appeals Complaints and Appeals Process Page 36 of 37

38 A.4 Organization Chart Page 37 of 37