IMS Integrated Management System VWS Deutschland GmbH

Transcription

1 IMS Integrated Management System VWS Deutschland GmbH

2 IMS Integrated Management System Managment Handbook

3 Contents 03 Contents Page > 1. Foreword > 2. VWS Group > 3. Corporate policy / Guidelines > 3.1 Quality guidelines > 3.2 Safety guidelines > 3.3 Environmental model > 4. Management system > 4.1 Responsibilities within the management system > 4.2 Process model > 4.3 Structure of the management system documents > 4.4 Process-orientated Management System IMS > 5. Responsibility of the management > 6. Resource management > 7. Product realisation > 8. Measurement, analysis and improvement > 8.1 Management system > 8.2 Technology > 9. Management handbook revisions

4 04 Foreword IMS Integrated Management System Managment Handbook 1. Foreword VWS Deutschland GmbH with the brand names Berkefeld, ELGA and Krüger WABAG is the technological and market leader in drinking water, laboratory water, pharmaceutical water, industrial water and process water treatment, wastewater treatment, sea and brackish water desalination, sewage sludge treatment. The VWS Deutschland GmbH, located in Celle, is part of the region VWS 2 of Veolia Water Solutions & Technologies. VWS Deutschland GmbH seeks to guarantee competitiveness in its market, and thereby long-term economic success, through optimum technical performance. VWS Deutschland GmbH, therefore, aims to offer and supply products and services which are suitable for their envisaged use, provide the required and expected levels of quality, environmental relevance and safety according to MRL 2006/42/EG and DVGW, which meet clients demands and which comply with the law. This Handbook describes the principles of the VWS Deutschland GmbH Management System. It also provides the basis for certification of the company units, in line with the requirements of national and international quality standards such as EN ISO 9001: 2008, the requirements according to SCC**2006, the model according to OHSAS and the environmental requirements ISO : 2005 for the locations of Bayreuth, Celle and Zwenkau. The specific requirements in relation to quality, safety and the environment will be summarised in this Handbook. Instead of the terms Quality Management, Health and Safety Management and Environmental Management, we shall use the term IMS = Integrated Management Systems throughout this issue of the Handbook. Our primary objective is to establish and optimise an integrated management system which guarantees ongoing improvement within all divisions and activities, in observance of the management principles and management targets set out. The careful orientation of our business processes to market and customer demands is a key element.

5 Foreword 05 We also focus on intensive training and information of all staff, with a view to ensuring a common understanding of processes and safety, and to engendering appropriate behaviour. A properly formulated and documented integrated management system can only be implemented and be capable of laying the foundation for common corporate success provided this aim is achieved. This Handbook is also intended as an information tool for our customers. It is our avowed intention to comprehensively and openly disclose the present development status of our integrated management system and to detail existing potential for improvement, since only by doing so can we achieve our target of comprehensive improvement management. Celle, January 2010 Ulrich Jauss Managing Director

6 06 VWS Group / Corporate policy 2. VWS GROUP VWS Deutschland GmbH, located in Celle, is a subsidiary of Veolia Water Solutions & Technologies (VWS). The company offers with its strong market brands, an expanded spectrum of continuously optimised process technologies for water treatment and continuous product refinements, through the integration into the worldwide VWS organisation. VWS Deutschland GmbH is able to provide a full service, ranging from planning and delivery, through construction, commissioning, after-sales service and plant maintenance and operation, for both domestic and international private, industrial and municipal customers. VWS Deutschland GmbH 3. CORPORATE POLICY / guidelines The management checks regularly the compliance with quality and environment policy, their targets as well as the efficiency of quality, safety and environment management systems. VWS Deutschland GmbH has produced the following quality, safety and environmental guidelines to introduce the continuously increasing demands of our customers and the public concerning quality, the environment and safety at work in our corporate actions:

7 Quality- and safty guidlines Quality guidelines The quality of our products and services is the decisive factor for success. Our management system is based on international guidelines in particular the ISO 9001: We commit to execute every necessary action to fulfil our customers demands at all times. We encourage our employees to achieve these targets. We always engage every member of staff in the continuous improvement process to optimise quality, service, costs and technology. Our staff is aware of the fact that the future of our company and job security can only be warranted by the satisfaction of our customers. We always prefer to be proactive and prevent failures since it is more profitable than not letting failures develop. If we notice a failure, we should devise and implement corrective actions as quickly as possible to resolve the root cause of the failure. 3.2 Safety guidelines The guarantee of safety at work is an equal business objective between economic interests and the quality and environmental targets. We guarantee that we follow every applicable requirement of safety at work and of health protection and, whenever reasonable and possible, we guarantee that we are above this standard. It is our primary concern to constantly improve the compliance with these requirements. All managers are in charge of and responsible for the safety at work and for the health of their staff and third parties in their domains. They should be role models for their staff and should motivate them for the highest safety at work. Our staff members are our most important asset. We guarantee the greatest possible protection at the workplace by means of technical, organisational and personal safety equipment. We guarantee that we will fulfil the high expectations by concerted efforts for further education of all members of staff. Accidents are never happenstances. We analyse the circumstances which have caused, or could have caused, an accident at the workplace consistently and initiate corrective actions.

8 08 Environmental model 3.3 Environmental model The manifested target of VWS Deutschland GmbH is to limit the impact on the environment during every action: environmentally-friendly products are preferentially used resources and energies are used sparingly waste avoidance takes priority over recycling abdication of the use of environmentally damaging resources and production processes recyclability is a precondition for new products. VWS Deutschland GmbH continuously develops environmentally-friendly products and concepts to assure the company in the long term and to increase competitiveness. All members of staff are informed, skilled and motivated about environmental protection contingent on their responsibilities. They are required to implement these principles, as well as to fulfil the lawful and official requirements, in the context of their particular tasks. The impact of our company and production processes on the environment are checked, audited and, if necessary, optimised. If new equipment is acquired it should be environmentally-friendly. The use of new technologies in the production, treatment and in the process of our products helps to preclude potential risks for human safety and environment. In this process we are geared to the newest state of the art and the economic possibilities. There are arrangements made to minimize or avoid any environmental burden which could develop during possible accidents. Subcontractors who work on our premises are required to use our environmental arrangements and procedures. VWS Deutschland GmbH pursues open dialogue with customers, suppliers, public authorities and the public. All ecological requirements are audited by our customers and suppliers and are considered during our actions. The management system of VWS Deutschland GmbH is based on the quality, safety and environmental policy. The guidelines guarantee that a continuous improvement of our processes is carried on.

9 Management System MANAGEMENT SYSTEM 4.1. Responsibilities within the Management System The Management System Executive MSE (responsible for quality, safety at work, health and evironment) reports directly to the Management Board. He/she coordinates the Management System in collaboration with the site managers of the subsidiaries. (Bayreuth, Zwenkau) Organisation according to functions Position of MSE CEO VWS 2 Managing Director VWS Deutschland GmbH CEO VWS 2 HR Director VWS 2 Assistant Secretary Executive OME Health Safty Environmental Manager Data Protection + SOX Manager Sales and Marketing Process Technology Manager Projects Manager Quality control Manager Operations Manager Marcoms Manager CFO IT Manager HR Manager 1* VWS DACH *2 VWS DACH + GÜTLING *3 VWS DACH + AQUANTIS + RWO + GÜTLING The main duties of the Management and the Management System Executive with regard to the quality, safety and environmental management are listed below: Duties and responsibilities of the Management Board. Defines environmental policy for the economical company targets and thereby, measureable quality, safety and environmental targets. Defines adequate assessment criteria (classification numbers) to ensure that the quality targets are met. These classification numbers are conducive to the development of the quality policy (the targets reflect the expectations of the customer. Responsible personnel are assigned and dates are confirmed). Communicates and demonstrates the corporate policy, the quality, safety and environmental targets as well as the IMS in every area of the VWS Deutschland GmbH regularly.

10 10 Management System Introduces and maintains the IMS. Reviews and evaluates the IMS with regard to its effectiveness regularly as well as the quality, safety and environmental targets in management evaluations. Defines the company organisational structure and responsibilities. Guarantees the evaluation of the efficiency of the product realisation process and of supporting processes. Guarantees the systematic appraisal of customer requirements and their fulfilment, with the objective of increasing the customer satisfaction. Appoints the MSE (Management System Executive) and guarantees his / her competence and independence. Approves and puts into force the management handbook. Commits every member of staff to quality, safety at work and to the observation of the environmental guidelines. Duties and responsibilities of the Management System Executive (MSE) The MSE is a member of staff of VWS Deutschland GmbH who reports directly to the management with regard to quality, safety and environmental management. The MSE is appointed by the management so that his / her independence is guaranteed. The MSE possesses every authority to plan, to monitor regularly and to constantly optimise the IMS according to the guidelines of the corporate policy, the quality, safety and environmental targets of VWS Deutschland GmbH, this management handbook and the underlying standards and legal regulations. Furthermore the MSE is responsible for: Updates to the management handbook Distribution and adherence to amendments within the department Records the updates of the managment handbook Checks the conformity of the management handbook with the standards Identifies, discloses, records and documents deviations to the company organisation structure, of the IMS or the quality standard of products and processes Initiates preventive actions to avoid possible mistakes of the IMS or rather of products Submits preventive and corrective actions of mistakes, or possible mistakes, in products and processes and contributes to the problem solving within the regular meeting of the quality, safety and environmental working team.

11 Process model Process model The process model below, which is valid throughout the company, serves as the basis for the overall process-orientated approach of integrated management systems, quality, safety at work and environment. Stakeholders, Employees, Environment Requirements Input Integrated Management System - IMS Resource Management Quality : ISO 9001 : 2008 Health & Safety : OHSAS Environmental : : 2005 Continuous Improvement Management Responsibility Measurement, Analysis and Improvement Product Execution Output Requirements Stakeholders, Employees, Environment In addition to the definition of the main process of product realisation, the managerial process (responsibility of the management), the supporting process (management of resources) and the improvement process (measurement, analysis and improvement) have also been defined. Process model VWS Deutschland GmbH Process Leaders Customer Requirements Vision politics culture IT Organisation Structure Integrated Management Systems Risk Management Customer oriented Processes Product Realisation Technical and commercial Tender Preparation Order processing process of Realisation Procurement Production / Assembly / Commissioning / Service Claim Management Maintenance Marketing Communications Finance / Controlling CPI HR Satisfaction Customer Supporting Processes In the associated detailed processes, all the activities, responsibilities, correlations, interfaces and documents which guarantee proper order execution are described. See chapter documents in the individual management systems of the subsidiaries.

12 12 Structure of the MS documents 4.3. Structure of the Management System documents This Management Handbook describes the principles of the Management System for all the company units involved, so that it applies to all locations and complements the special handbooks for quality, safety at work, health and environment. Further regulatory instruments such as Veolia- Directives, process/operating instructions and guidelines and forms/checklists are filed in the Integrated Management System (IMS) and are accessible to all employees via the Intranet Process-Orientated Management System IMS This electronic tool reflects the processes of VWS Deutschland GmbH, with all the currently valid versions of the relevant documentation being accessible to staff electronically. The MSB of the VWS Deutschland GmbH decides which documents to incorporate into the IMS in co-ordination with the BU-Managers and Site Managers of the subsidiary. IMS Integrated Managementsystem Englisch German Quality-Management Health & Safety Management Environmental Management Risk-Management Project-Management IT-Guidelines Organisation / Structure 5. RESPONSIBILITY OF THE MANAGEMENT The corporate policy is laid down by the Management and contains the quality, safety and environmental policy in addition to the fundamental orientation of the company. Within our Management System, the Management Board of VWS Deutschland GmbH exercises the duties and responsibilities of the top tier of management. The definition, implementation and monitoring of management targets is the responsibility of the Management, as a whole, and may not be delegated.

13 Resource management 13 Every member of staff is required to implement the management targets within his/her own sphere of duty and to promote the quality concept. The Management System Executive (MSE) is commissioned by the Management Board to guarantee the effectiveness of the Management System via internal audits and management reviews, and is delegated all the requisite powers to enable them to achieve this. The key areas of duty of the individual members of staff are laid down in job descriptions and serve to clearly define duties and responsibilities. 6. RESOURCE MANAGEMENT Within the installed Management System the infrastructural and human resources conditions are planned and released by the Management Board. Thus, the provision of all means necessary for optimised performance of processes is guaranteed. Cleanliness and orderliness on sites as well as at locations, during service work and with respect to operational responsibility, and within our entire working environment, all contribute to the quality and safety of our services and processes and to the motivation of our staff. We claim to realise optimum economic efficiency whilst at the same time taking account of ecological aspects. The use of innovative technology establishes the basis for this, but human beings are and remain the driving force. Our staff are the most important success factor when it comes to implementing our vision, targets and plans, the focus being on productivity and quality, which demands committed personal involvement by our staff. Our staff development programme serves to promote the use of our plants and the abilities of our staff members. It aims to develop existing potential and to improve qualifications. Flowcharts and job descriptions help to clearly integrate staff into their working area. Training and staff development involving all staff improve qualification and motivation, and also continuously foster quality- and safety-consciousness and customer-orientation at all levels. Observations, tests and regular staff meetings indicate the degree of effectiveness of the measures. Staff development is considered to be a key element of the managerial duty. Managers take responsibility for the development of their own staff and for the induction of our company s new recruits.

14 14 Product realisation 7. PRODUCT REALISATION The nature of VWS Deutschland GmbH s business individual projects with variable technical and commercial conditions demands close collaboration between the many departments involved both within and outside the company. Teams, who undertake all the duties within a particular project under the leadership of a project manager, are formed for project realisation. Projects Engineered Systems / Standard Solutions Pre Sales Phase Order Processing Engineered Systems Order Processing Standard Solutions After Sales Service Spare Parts Service, Maintenance, Refurbishment Supporting Processesesse: Marketing Communications Supply Chain We aim to clearly identify all processes, document them in detail, establish responsibilities for them, and continuously and systematically improve them. Regardless of whether individual processes are set out in the detailed description within the IMS on a cross-locational basis or for individual locations, they are exclusively defined within this structure and are components of the system. The procedures ranging from market research during the pre-sales phase right up to plant delivery, service or plant operation constitute the main interfaces with the customer. The process type Order Execution Plant Engineering describes the necessary steps for the construction of water and waste water treatment plants and fluidised bed systems until the final acceptance by the customer.

15 Product realisation 15 Due to the customer requirements, construction, development and project work (design) are defined. The process type Service describes the services to be provided as a result of specific customer requirements, such as spare parts and equipment supply, maintenance, repair and rehabilitation of plants. The use of modern quality, safety at work and environmental management methods guarantee safe, environmentally-friendly execution which complies both with standards and is satisfactory to all those involved. The fundamental structure of our processes is illustrated within the IMS. Different forms of, or alternatives to, the individual processes may be laid down in individual locations, although they are integrated into the overall process. Errors at the interfaces are avoided through conscientious checking of the inquiry and order documents during the project development process and the precise determination and reconciliation of all timing, legal, technical and commercial requirements with the client. All development activities for the product and the process are undertaken as projects. Targets in relation to costs, plant lifetime, process safety, reliability, durability and ease of maintenance constitute specifications for the products to be developed. The project manager of the development activities ensures the involvement of all the necessary specialist departments and the definition of their duties during all project phases. Results are checked during the individual project phases (e.g. Reviews). For procurement we only commission suppliers who meet all the prerequisites for order execution in accordance with the terms of the contract. They are selected on the basis of the supplier evaluations undertaken. The product quality, safety at work and plant safety as well as the decline and the avoidance of environmental impacts are defined in specifications/data sheets and in some instances in test plans. The suppliers are required to submit requisite evidence/licences and to undertake and document tests as laid down in the standards/test plans. VWS Deutschland GmbH tests selected equipment in the factory of manufacture of the suppliers or on the building site, and records the results. In the case of provision of services by the Service or Operational Management departments, the property made available by the customer is treated in such a way that full retention of its value is guaranteed. The monitoring and measurement equipment required for these services is maintained as necessary resp. at the particular location handed over to service companies who have calibrated, adjusted equipment. The measuring results are recorded and assessed.

16 16 Product realisation 8. measurement, analysis and improvement Ongoing improvement of our services is a key component of our corporate policy. This continuous further development in the quality of our processes, products and services, aimed at guaranteeing and increasing customer satisfaction and competitive advantages, necessitates ongoing inspection and evaluation Management system The efficiency of the IMS (Integrated Management Systems) is monitored during audits. The results of these evaluations form the basis for corrective measures and for the continuous improvement process. Internal audits are conducted in all the company units which fall within the sphere of validity, and are planned by the MSE in coordination with the Site Managers of the subsidiary. These audits are conducted by the MSB, who has the necessary qualifications to check the observance of all existing rules and to specify the necessary corrective, improvement and preventive measures. The scope and results of the internal audits allow us to consider our performance throughout the entire realisation process, help us to realise targets and are summarised in an audit report. The MSE prepares a uniform summary evaluation based on the results of the internal audit. This summary is discussed with the Executive Board in Management Reviews, thereby ensuring that all information relating to corrective and preventive measures are made known to the responsible business area management and that all measures aimed at eliminating the ascertained faults and their causes are immediately taken Technology Important technological information includes measurements and evaluations in relation to the process technology parameters of the plants: During the tendering phase, the parameters are used to ascertain whether suitable technology for realisation is available. If necessary, Process engineering is called upon in order to develop new solutions or to undertake further development, which may involve technical evaluations, laboratory tests or pilot tests.

17 Technology 17 The accepted results and operational measurements serve to check the correct layout of the plant and are used to safeguard and optimise the construction of new projects. Deviation reports associated with technical execution, procurement, assembly and commissioning are documented and published, for the purposes of documenting experiences made and to avoiding the repetition of any errors. 9. MANAGEMENT HANDBOOK REVISIONS If the Management Handbook is amended, it is given a revision index and republished. It is available for employees in electronic form within the IMS. Paper copies are not dealt with by the change management service.

18 IMS Handbook VWS Deutschland GmbH MSB Management System Manager Lückenweg Celle, Germany Telefon: +49 (0) Fax: +49 (0) vws-deutschland@veoliawater.com Web: