Quality Assurance Manual

Quality Assurance Manual Prepared by:...... Date:...03/05/2012... Approved by:... Monthind Clean LLP Date:...03/05/2012...

This Manual and the information contained therein is the property of Monthind LLP. It must not be reproduced in whole or in part or otherwise disclosed, without prior consent in writing from Monthind LLP. CONTENTS 1 VISION, MISSION AND VALUES OF MONTHIND LLP 2 COMPANY QUALITY POLICY/PLAN 3 DESCRIPTION OF COMPANY OPERATIONS 4 QUALITY MANAGEMENT SYSTEM 4.1 General Requirements 4.2.1 General 4.2.2 Quality Manual 4.2.3 Control of Documents 4.2.4 Control of Records 5 MANAGEMENT RESPONSIBILITY 5.1 Management Commitment 5.2 Customer Focus 5.3 Quality Policy 5.4 Planning 5.4.1 Quality Objectives 5.4.2 Quality Planning 5.5.1 Responsibility and Authority 5.5.2 Management Representative 5.5.3 Internal Communications 5.6 Management Review 5.6.1 General 5.6.2 Review Input 5.6.3 Review Output 6 RESOURCE MANAGEMENT 6.1 Provision of Resources 6.2 Human Resources 6.2.1 General 6.2.2 Competence, Awareness & Training 6.3 Infrastructure 6.4 Work Environment 7 PRODUCT REALISATION Issue 18 2

7.1 Planning of product realisation 7.2 Customer Related Processes 7.2.1 Determination of Requirements Relating to the Product 7.2.2 Review of Requirements Relating to the Product 7.2.3 Customer Communication 7.3 Design and Development 7.4 Purchasing 7.5. Product and Service Provision 7.5.1. Product and Service Provision Control 7.5.2 Validation of Processes for Production and Service Provision 7.5.3 Identification & Traceability 7.5.4 Customer Property 7.5.5 Preservation of Product 7.6 Control of Monitoring and Measuring Devices 8 MEASUREMENT AND MONITORING 8.1 General 8.2.1 Customer Satisfaction 8.2.2 Internal Audit 8.2.3 Monitoring & Measurement of Processes 8.2.4 Monitoring & Measurement of Product 8.3 Control of Non-Conformity 8.4 Analysis of Data 8.5 Improvement 8.5.1 Continual Improvement 8.5.2 Corrective Action 8.5.3 Preventative Action BUSINESS CONTINUITY 9.1 Business Continuity plan APP 1 MONTHIND LLP STAFF STRUCTURE APP 2 LIST OF COMPANY PROCEDURES Issue 18 3

2 COMPANY QUALITY POLICY STATEMENT QM1 It is the policy of Monthind LLP to achieve and maintain a high standard of quality in all aspects of its operations and to continually satisfy the expectations of our customers in respect of all services offered. Monthind LLP aims to ensure that the needs of our customers are clearly understood and met through close liaison at all stages of service delivery. Monthind LLP is committed to effective Quality Management at all levels within the business. Monthind LLP will ensure in providing and maintaining its service to our customers that: We retain our values by managing our affairs according to a quality management system registered as complying with the requirements of ISO 9001. The Quality Policy is upheld and supported by management at all levels. Staff are appropriately trained to enable them to undertake their duties and given appropriate authority within the scope of their responsibilities. Competency of staff is maintained by continued training. An ethos of continual improvement & effectiveness of our Quality Management System will be maintained by the setting of quality objectives, with regular reviews undertaken. We will ensure that inspection requirements are determined and satisfied throughout all stages of service delivery. We will develop and maintain quality consciousness amongst all Company Employees. All appropriate documentation will be maintained, controlled and archived. Ultimate authority to give direction and interpretation of Policy, concerning quality aspects of Monthind LLP and our service lies with the Board of Directors. However, all management hold the responsibility for ensuring that the policy and all systems and procedures laid down by the Company are understood, correctly implemented and maintained at all levels within the organisation. Signed:...Finance Director Issue 18 4

Date: 03 th Issue 18 5

Monthind Clean LLP Quality Plan Quality Manual Environmental, Health & Safety Sales Enquiry - Tender - Quotation QP2 QP3 QP4 (QP5) QP11 Contract Review QP2 QP11 Cleaning Process Control Serive Performance Inspection Monitoring SPECIFICATION QP3 QP4 QP10 QP13 MONT001 QP2 QP4 QP8 QP14 Corrective Action Internal Audits Management Meetings Customer Complaints Site Inspections MONT 017/2 Issue 18 6

3 DESCRIPTION OF COMPANY OPERATIONS Monthind LLP operates a prestigious cleaning service concentrating its activities primarily in the East of England. Offering full facilities management services utilising carefully selected companies where appropriate. The performance of these companies is monitored in accordance with its quality policy. 4 QUALITY MANAGEMENT SYSTEM The Company's Quality System is numbered in an identical fashion to the standard and describes how its contractual requirements are met. 4.1 General Requirements 4.2.1 General The competency of all personnel within Monthind plays an important role in ensuring that the services and requirements of customers and the International Standard are met. Regular training and meetings ensure that the effectiveness of the QMS is continually being improved. 4.2.2. Quality Manual The Company's Quality System is documented in the Quality Manual, which describes how it meets its contractual requirements and is part of the overall documentation of the organisation. Any areas, which are excluded from the QMS, are clearly identified. Procedures and other documents, which contain detailed processes of work, are part of the overall documentation of the organisation. See Appendix 2 for list of Company procedures. Forms in series MONT assist staff to operate the Quality Procedures and provide evidence of conformance to the Quality System. 4.2.3 Control of Documents Quality system documents will have controlled circulation within the Company. Procedures used to control the documents are described in QP1. Procedures relevant to each contract are held at point of use and all obsolete documents are promptly removed. Any procedures or booklets of external origin, which are relevant to the continuing performance of the Company, are maintained in a controlled manner within the Company as the Quality System documentation. An anti virus programme is held on the computer system which is continually checked to ensure the system is protected. Issue 18 7

All master files are held in secure cabinets for protection and clearly identified. Contracts, which have been terminated are archived and retained for five years. 4.2.4 Control of Records Records are maintained to provide evidence of conformity to requirements and of the effective operation of the quality management system. All records will remain legible, readily identifiable and retrievable. Records produced by the operation of procedures defined in or referred to from this Quality Manual are retained for a period of one year (plus current year). The quality records to be retained are as follows: Quality Manual Customer Complaints Inspection Records Training Records Internal Audits Supplier Assessment Questionnaires Quality Procedures Purchase Orders Contract Files Communication Books Superseded Quality Documents Master hard disks and back-up disks for computer records are taken on a regular basis and stored off site in a suitable fireproof container to prevent deterioration. 5 MANAGEMENT RESPONSIBILITY 5.1 Management Commitment The Directors and senior management are committed to the development, implementation and improvement of the quality management system. Regular meetings are held with all office personnel and field managers to ensure that the aims of the company are reviewed and achieved. Induction training for all field-based personnel is recorded on Induction Training Forms, which are completed on starting with the company. 5.2 Customer Focus Monthind strives via continuous improvement to achieve excellence in cleaning and facilities management. Monthind puts business integrity first giving value for money and tailoring its service to meet customer needs. Monthind s philosophy is based on fairness, courtesy, appreciation and fun. Monthind s policies reflect the importance attached to our role in the community and our social responsibilities. Issue 18 8

QM1 Monthind s strength is our people. Their performance is the measure of our excellence, and we never lose sight of the fact that we are only as good as our cleaning operatives. Monthind is committed to a policy of equal opportunities for all employees. Business Managers are appointed to ensure that customer needs are determined and fulfilled to ensure that customer satisfaction is not only achieved but also enhanced. Minutes of meetings between Customers and Monthind Management are held. Management meetings are held between Business Managers and Directors of Monthind to ensure that the aims of the Business Plan and other strategic business objectives are being achieved. 5.3 Quality Policy The Company Quality Policy is reviewed regularly by the Compliance Manager to ensure that the effectiveness and suitability of the objectives of the organisation are still appropriate. Monthind s aims are to reduce customer complaints and retain customers; the introduction of Business Managers should assist in this role; and to implement changes as directed by industry, customers or Board of Directors. The quality objectives are reviewed monthly as part of the Compliance Manager s Monthly Report. The objectives provide the framework to reduce customer complaints and retain customers. They will be measurable and achievable. 5.4 Planning 5.4.1. Quality Objectives Monthind has introduced Monthind Maximiser, a reward scheme, which from 1 st September 2002 will cover all operational personnel. This is a reward and recognition scheme, which will reward staff for obtaining the Company s targets; it is both measurable and consistent with the quality policy. The Business Plan provides full details of the aims and objectives of Monthind. Monthly Management Meetings will ensure that the business plan objectives are reviewed and achieved. 5.4.2 Quality Planning On receipt of new contracts an implementation plan is raised, ensuring that all areas of the agreed specification are actioned and ordered accordingly. A copy of the implementation plan is issued to the customer in order to monitor start up progress. A Business Manager is appointed at the awarding of a contract to Monthind to ensure that there is a nominated person who has sole responsibility for the smooth running of the contract. The sub-contracted services must meet the customer s requirements and those of Monthind. A MONT038 Sales Handover Procedure is raised to ensure that operational details are received. Each contract is reviewed to ensure that all requirements are adequately defined and documented, any differences from the tender are resolved and that Monthind is able to meet all contractual requirements. Further details can be found in QP 11. When changes to the QMS are implemented, any Issue 18 9

other procedures will be changed if appropriate. Once a contract has been awarded the Business Manager will oversee the start up of the contract to ensure that all services are delivered and staff appointed if necessary. The Business Manager will hand over the contract to the Contract Manager within one month of the start date. 5.5 Responsibility, Authority and Communication 5.5.1 Responsibility and Authority The Directors will ensure that responsibilities and authorities are defined and communicated within the organisation. Business Managers will be responsible for all activities on each of their designated contracts. Contract Managers will be responsible for service delivery on each of their designated contracts. 5.5.2 Management Representative The Compliance Manager has the authority to ensure the processes of the Quality Management System ISO 9001: are established, implemented and maintained. The Management Representative will report regularly to the Directors on the performance of the Quality Management System, including the need for improvement. The Management Representative will promote awareness of customer requirements throughout the organisation. 5.5.3 Internal Communications The updating of the computer system and the introduction of all office and field staff to email facilities has enabled communications to reach all staff. Site manuals provide current procedures for carrying out daily tasks. Grievance procedures are regularly discussed with the field staff. Any queries regarding grievance can be referred to the Human Resources Administrator. The Human Resources Administrator has the facility to refer issues to Park City, an outside company who specialise in Employment Law. Action to be taken on customer complaints can be found in QP11 with an accompanying flow chart for ease of action. 5.6 Management Review 5.6.1 General Review of the operation and effectiveness of the Quality System are conducted in accordance with the standard as follows: Monthly Board Meetings are held to discuss operational issues, whether the aims of the Business Plan are being achieved and on target, and any other business connected with the on-going performance of Monthind. Selected management personnel attend these meetings, minutes are held but discussions are confidential. Further details are held in QP9. Following the Monthly Board Meeting, Management Meetings are held monthly with all Business Managers to discuss matters arising from the Board Meeting, and the day-to-day running of the contracts, customer complaints, training, health and Issue 18 10

safety, and other areas of concern. Minutes of these meetings are held on the K- Drive server and e-mailed to the management team. Each Business Manager then holds Team Meetings to discuss relevant issues arising from the Board, and management meetings. Minutes of these meetings are held by the Business Manager. Annual reviews are undertaken to ensure compliance with the Quality Policy, Quality System and Procedures, and Quality Objectives. The Compliance Manager compiles a detailed report which is discussed by the Board of Directors. The QMS is reviewed to ensure continuing suitability, adequacy and effectiveness. Details of any developments or amendments are recorded and maintained. 5.6.2/3 Review Input/Output These meetings will include the performance of customer feedback, outstanding items from previous meetings, observations, and status of corrective and preventative action. The reviews will aim to ensure that improvements to the QMS and its processes are discussed and that the company has the resources both financially and in training to achieve these aims. Contract Managers are responsible for ensuring that all cleaning duties are completed, and that they have been performed to the standard agreed between the customer and Monthind LLP. The methods used to ensure that these responsibilities have been correctly discharged are described in QP11. A contact with the customer is made at least on a monthly basis. In general, sites are visited on a regular basis by Contract Managers who will carry out Quality Assurance Inspections via the Quality Assurance Inspection Form (MONT063), these will be signed off be signed off by the relevant Business Manager who will forward to the Compliance Department who will monitor trends and keep them on file. Contract Managers will also visit the sites during the cleaning period to ensure that the specifications agreed with the client are followed. There are occasions and practicability where a monthly visit is not made at the discretion of the Operations Director. The Compliance Manager will also make random visits to carry out site compliance inspections via the Client Site Compliance Inspection form (MONT065), these will be forwarded to the relevant Business Manager detailing any outstanding issues which require attention. The Compliance Department will keep all Client Site Compliance Inspection form on file and follow up any outstanding actions and close off accordingly. Final inspections for special one off cleaning operations, e.g. for builders prior to hand over to their customer, are performed by the Specialist Services Team Leader/Contract Manager and verified by a representative of the customer. 6 Resource Management 6.1 Provision of Resources Issue 18 11

Monthind s Business Plan, which is constantly reviewed by the Directors to ensure its effectiveness, details the resources and implementation to implement, maintain and improve the effectiveness of the QMS. The Business Plan will ensure staffing levels are maintained for delivery of service and to enhance customer satisfaction by meeting their objectives. 6.2 Human Resources Recruitment The careful selection and vetting of all staff employed by Monthind is of the utmost importance to safeguard client confidentiality and the security of premises. An employee questionnaire is completed with steps being taken to ensure that the prospective candidate is permitted to work in this country (this is backed by sight of the permit, birth certificate, passport and National Insurance number). Their National Insurance number is required before commencement of employment. Payment of all wages is made direct into a named bank account, a further affirmation of the employee s bona fide status. Monthind will also carry out CRB checks on behalf of the client as required. References References are taken up on all employees. Copies of references may be sent to clients if requested. Attendance All contracts have time sheets for recording start and finish times. Each member of staff must sign in and out. These are then returned to the office, checked and signed. Customers may have access to these records at any time. Staff Identification All employees are required to wear Monthind s uniform (either a tabard or a polo shirt) and display their identity badge when working. Site Supervisors wear white polo shirts to identify them as supervisors. Identity badges are provided to comply with client/site requirements. Contract Managers are responsible for monitoring processes on a daily basis, by regular visits to ensure that staff are fully competent to perform the tasks required. This competency can be assessed by the length of time performing the various activities. The Contract Managers complete inspection reports for each site on a regular basis. The Management Representative carries out Internal Audits of the systems and contracts and is independent of all processes and functions and is fully trained in auditing procedures. 6.2.1 General Contract Managers shall ensure that all staff employed by the company are competent on the basis of appropriate education, training, skills and experience. 6.2.2 Competence, awareness and training Issue 18 12

Monthind LLP regards its staff as its most valuable asset and regards their training as an essential requirement for the effective performance of Monthind's service. All staff are fully trained to ensure that they are competent to perform the duties required and to carry out the cleaning operations they are scheduled to perform. This training is based on the cleaning techniques documented in QP4 and QP5. Training is carried out either in house or by external training organisations appointed for the most appropriate service. The introduction of the Monthind Maximiser Scheme highlights the competency of staff for performing activities that affect quality, and the effectiveness of their actions has been evaluated. They are fully aware of how their activities affect the overall performance of the company. Details of all training received by employees is recorded on Training Records held in their personnel file. Induction training to all new personnel will include guidelines on Health and Safety, COSHH, Risk Assessment, use of equipment, use of protective clothing and ISO 9001 this is recorded on their induction training forms and kept in their personal file, an electronic database of all training is also kept on K drive under Business Compliance. 6.3 Infrastructure Monthind LLP consists of a Head Office which is based in a purpose built office in Copford, Colchester which supports the southern areas of our operational business and an office in Horsham St Faith, Norwich which supports the northern areas of our operational business. We have premises insurance and Employers/Public Liability insurance of 10/ 10 million. Client site green folders contain Method Statements, Risk Assessments, full CoSHH Assessments and Material Data Sheets, H&S policy, H&S Handbook, insurance details and certificates. 6.4 Work Environment All cleaning operations are performed at client s sites, adhering to all local arrangements for health and safety, fire, first aid etc. All cleaning operations to be performed under each contract are agreed between the customer and Monthind and are documented as detailed in QP11. They are divided into Daily, Weekly and Periodic tasks. The manners in which they are controlled and the inspection methods used to maintain standards are described in QP4. 7, PRODUCT REALISATION 7.1 Planning of Product Realisation 7.2 Customer Related Processes All cleaning operations to be performed under each contract are agreed between the Customer and Monthind LLP and are documented in QP11. They are divided into Daily, Weekly and Periodic tasks. The manners in which they are Issue 18 13

controlled and the inspection methods used to maintain standards are described in QP4. Business Managers and Contract Managers perform regular visits to customers, to ensure that the company s objectives are achieved. Monthind does not carry out any post delivery inspections other than inspections for special one off cleaning operations, e.g. for builders clean prior to hand over to their customer. These will be carried out by Monthind Representative and the Customer. The Company has special procedures for the cleaning of "Clean Rooms" and these are detailed in QP5, but are individually tailored to match the customers' specification. Documented procedures are held for activities, which are sub-contracted. These will be continually amended to accommodate changes in customer s requirements. These will detail the planning, and where appropriate, maintenance of equipment to ensure continuing process capability. In other special areas e.g. food preparation, all cleaning materials are colour coded (see QP4) and stored in a separate cleaners cupboard. Records of all inspections, completed in accordance with QP11, are filed and analysed for the Management Meetings. 7.2.3. Customer Communication Business Managers, Contract Managers and Contract Support Managers are in regular contact with customers advising them of changes to contracts, chemicals, and services provided by Monthind. A Communications Book is held on site as a means of two-way communication for notes to be left by either the cleaning operatives or customers. The Communications Book is checked daily at the start of the cleaning period. 7.3 Designs and/or Development This clause of the standard is not applicable to Monthind and therefore not covered. 7.4 Purchasing 7.4.1 Purchasing Control It is the policy of the Company to buy only branded materials specifically developed for the commercial cleaning market. The Company uses regular suppliers who are able to provide a cost effective, high quality service. Purchase orders raised for branded goods will have specific descriptions for the goods. Purchase orders for equipment are raised in a similar way as branded durables. Details of Suppliers are recorded on the Approved Suppliers List, see QP7. 7.4.2 Purchasing Information Issue 18 14

Within the range of services that the Company provides, visual verification is a daily on going activity by the purchaser. Documentation of complaints normally takes the form of entries in a Communications Book and these are reviewed as part of corrective action systems, QP2. One-off cleaning operations are usually contained within the contract, a verification requirement that is met on a contract-by-contract basis. The Company does not regard this verification activity as evidence of effective control as previously stated by the Company's Quality System. (Contract Review Documentation) The purchase order will be noted, if Monthind wishes to inspect either goods purchased from a supplier or at the point of release in the case of sub-contracted services. Any product, which is found to be unsuitable for use, is placed in the quarantine area until it is returned to the supplier. 7.4.3 Verification of Purchased Product Services, which are required by contract but fall outside the scope of the Company s activities, will be sub-contracted. Sub-contractors chosen by Monthind LLP will be assessed to ensure that they can meet all sub-contract requirements, including quality. Prior to acceptance of sub-contractors, evidence of relevant training and satisfactory ability to perform the services required will be obtained. Evidence of satisfactory services will be retained after each visit - any customer complaints made direct to the sub-contractor will be forwarded to Monthind, and discussed at Management Meetings. Monthind is involved with the introduction of Facilities Management services. This area is tailored to the Company s needs and requirements. Procedures QP12 is held detailing the activities at present covered but will be adapted in the course of time with the expansion as necessary. 7.5 Product & Service Provision 7.5.1 Product & service provision control Contract files held on every site contain details of procedures (work instructions), staff handbooks covering personnel issues, and the cleaning specification - these documents all ensure that advice for delivery of service is available to all staff. 7.5.2 Special Processes At present this section is not covered by the company, but if arose would be in controlled conditions in accordance with the standard. 7.5.3 Identification and Traceability Traceability of all paperwork for both contracts and employees. Issue 18 15

Issue 18 16 QM1 7.5.4 Customer Property Monthind LLP takes great care to ensure that the equipment and premises of its customers are maintained in good order. If any area for concern is found by any member of Monthind staff in relation to the customer s equipment or premises, whether as a result of action by Monthind staff or others, it will be reported to the office at the earliest possible opportunity. The Customer will then be informed and the correct procedures followed. 7.5.5. Preservation of Product Service providers do not have a physical product, which can be handled, stored, and delivered in the commonly accepted sense. This section of the standard is interpreted for Monthind LLP as follows: Products and Equipment used to perform the service provided by the Company are handled as per instructions and guidelines provided by the manufacturers. All buildings and contents belonging to customers are handled with due care and attention to preserve their condition. When not in use, all materials are stored in areas designated for the purpose, by the customer. Due notice is taken of any "use by" dates indicated by the manufacturer. These areas and products are inspected regularly. All cleaning chemicals are kept in their original packaging until used. Chemicals dispensed into spray bottles will contain the dilution for more than one usage. The bottle is clearly marked with the product name and its correct use. When a chemical has to be poured into a bucket (e.g. for dilution), only sufficient for immediate use will be poured out. Where required, appropriate methods will be introduced to ensure the segregation of products under Monthind s control. Great care is taken with all products and methods used by the Company at the customer s premises. Aspects of security for entering and leaving buildings after cleaning are determined by agreement with the customer and Monthind. Details of such are held at the Company Head Office, in the Contract file. Where cleaning operatives are the last people to leave a building, the supervisor is responsible for securing the building. Sites are secured after cleaning by a nominated key holder. The Contract Managers hold names of all key holders. A note is made in the Communications Book, or by some other means defined in the contract, and the Supervisor informs the Company Head Office immediately, when rooms or buildings cannot be secured due to circumstances dictated by the customer. 7.6 Control of Monitoring and Measuring Devices Monthind use suitable Portable Appliance Testing (PAT) equipment to ensure all pieces of portable electrical equipment are safe and valid to be used. The PAT tester is calibrated on a yearly basis by a registered UKAS (United Kingdom Accreditation Service) company. If in the course of calibration, previous tests may be in doubt, all machines affected will be retested. Details of the calibration are kept at the Office. All PAT test information is stored electronically on the computer system at head office this information forms the basis of the equipment register.

8 MEASUREMENT, ANALYSIS and IMPROVEMENT 8.1 General All machinery purchased by the Company is checked prior to use and marked as being tested. 8.2 Measurement and Monitoring Records are retained of all monthly and periodic inspection visits to all contracts. Records raised to assist in planning of Facilities Management are also retained. All goods are subject to visual inspection on receipt for damage and for conformity to purchase orders. The test status of all equipment used for performing cleaning tasks is clearly indicated on the appliances. 8.2.1 Customer Satisfaction On site Contract Supervisors check visually during the cleaning period, to ensure all work performed is according to the specification. All cleaning staff involved on each contract will ensure that the requirements of the specification are met each day. Any non-conformances are dealt with in accordance with QP2. Action to correct non-conformance to the QMS is described in QP2. Monthind pays great care and attention to changes, to ensure that all complaints, comments and observations are discussed for any possible affect on its working practices. Monthind continually reviews all actions to prevent, wherever possible, any re-occurrence of a complaint. These are discussed at monthly Management Meetings and changes where appropriate to the system are made. Clients are contacted on a regular basis to assess customer satisfaction. Further details can be found in QP11. 8.2.2 Internal Audit Internal Audits of the QMS are planned to ensure that the requirements of the Company and standard are met. Findings of previous audits are taken into account when audits are scheduled. Audit reports are scheduled, recorded and analysed by procedures defined in QP9 and are reviewed in Management Meetings, and in the Compliance Manager s Reports. 8.2.3 Monitoring & Measurement of Processes On site communication books, regular inspection of cleaning standards, regular customer visits, audits and customer surveys all provide opportunities for monitoring the service delivered by Monthind. Copies of these are held on relevant files. 8.2.4 Monitoring and Measurement of Products If concession approval by the local authority is required then Monthind will develop a process for dealing with this situation. 8.3 Control of Non Conformity Issue 18 17

Non-conformances may arise and be reported by one of the Company's systems (e.g. Communications Book, Site Inspections, Internal Quality Audits, or Customer Complaints). Any non-conformance is reported to the person responsible for the area to ensure corrective action is taken. 8.4 Analysis of Data Customer complaints and responses are analysed for customer satisfaction, for failure in providing acceptable level of performance and for any trends. 8.5 Improvement 8.5.1 Continual Improvement Continual improvement of the QMS is achieved through maintenance of Quality Policy. Management Meetings, Board Meetings and audits of the system are carried out on a regular basis ensuring continual improvement is monitored. 8.5.2 Corrective Action Audits, Operational Reports, Management Meetings and Board Meetings are all sources for raising potential non-conformances. Corrective action is agreed and then monitored to address any non-conformances 8.5.3 Preventive Action Results from all possible non-conformances are analysed for preventive purposes throughout the company and any actions arising are discussed at Management Meetings. Agreed actions are then implemented throughout the company to prevent any non-conformance re-occurring across the company. 9 Business Continuity 9.1 Business Continuity Plan A business Continuity Plan QP16 has been developed to ensure that the Company suffers the minimal amount of disruption should a disaster occur at one of our offices. E N D O F D O C U M E N T Issue 18 18

Appendix 2: LIST OF COMPANY PROCEDURES QP1 QP2 QP3 QP4 QP5 QP6 QP7 QP8 QP9 CONTROL AND CHANGE OF QUALITY SYSTEM DOCUMENTS CORRECTIVE AND PREVENTIVE ACTION REGISTER, PAT TESTING AND REPAIR OF ELECTRICAL EQUIPMENT CLEANING PROCEDURES CLEAN ROOM CLEANING SALES PROCEDURES PURCHASING AND STOCK PROCEDURES TRAINING PROCEDURES INTERNAL QUALITY AUDITS Issue 18 19

QP10 HEALTH AND SAFETY POLICY DOCUMENT QP11 CONTRACT REVIEW AND PROCESSING QP12 FACILITIES MANAGEMENT SERVICES QP13 RISK ASSESSMENT QP14 ENVIRONMENTAL POLICY QP15 WINDOW CLEANING/METHOD STATEMENT QP16 BUSINESS CONTINUITY PLAN Issue 18 20