Training - Quality Manual

Training - Quality Manual 1 st Octber 2010 Babcck Internatinal Grup PLC www.babcck.c.uk/training

Key Cntacts... Errr! Bkmark nt defined. Authrities...2 Intrductin t Babcck Internatinal Grup...3 Meeting the ISO 9001:2008 Standard...4 1.0 Scpe...4 2.0 Nrmative reference...4 3.0 Terms and definitins...4 4.0 Quality management system...4 4.1 General requirements...4 4.2 Dcumentatin requirements...4 4.2.1 General...4 4.2.2 Quality manual...5 4.2.3 Cntrl f dcuments...5 4.2.4 Cntrl f recrds...6 5.0 Management respnsibility...6 5.1 Management cmmitment...6 5.2 Custmer fcus...6 5.3 Quality plicy...6 5.4 Planning...7 5.4.1 Quality bjectives...7 5.4.2 Quality management system planning...7 5.5 Respnsibility, authrity and cmmunicatin...7 5.5.1 Respnsibility and authrity...7 5.5.2 Management representative...7 5.5.3 Internal cmmunicatin...8 5.6 Management review...8 5.6.1 General...8 5.6.2 Review input...8 5.6.3 Review utput...9 6.0 Resurce management...9 6.1/6.2 Prvisin f Resurces/Human Resurces...9 6.3 Infrastructure...9 6.4 Wrk envirnment...9 7.0 Service realisatin...10 7.1 Planning f service realisatin...10 7.2 Custmer related prcesses...10 7.2.1 Determinatin f requirements related t the service...10 7.2.2 Review f requirements related t the service...10 7.2.3 Custmer cmmunicatin...10 7.3 Design and develpment...10 7.4 Purchasing...10 7.4.1 Purchasing prcess...10 7.4.2 Purchasing infrmatin...10 7.4.3 Verificatin f purchased prduct...10 7.5 Prductin and service prvisin...11 7.5.1 Cntrl f prductin and service prvisin...11 7.5.2 Validatin f prcesses fr prductin and service prvisin...11 7.5.3 Identificatin and traceability...11 7.5.4 Custmer prperty...11 7.5.5 Preservatin f prduct...12 7.6 Cntrl f mnitring and measuring equipment...12 8.0 Measurement, analysis and imprvement...12 8.1 General...12 8.2 Mnitring and measurement...12 8.2.1 Custmer Satisfactin...12 8.2.2 Internal Audit...12 8.2.3 Measurement and mnitring f prcesses...12 8.2.4 Measurement and mnitring f service...12 8.3 Cntrl f nn-cnfrming prduct...12 8.4 Analysis f data...13 8.5 Imprvement...13 8.5.1 Cntinual imprvement...13 8.5.2 Crrective actin...13 8.5.3 Preventive actin...13 APPENDICES...13 A. Training - Organisatin Chart...14 B. Training - Quality Manual Plicy...15 C. Training - Quality Assurance Framewrk...16 Babcck Internatinal Grup www.babcck.c.uk/training 1 01.10.10 QM1/3

Reviewed by Mbile Number Length f Service (yrs) Alex Khan Managing Directr Educatin & Training 07879 412694 11 Barbara Brwn Central Services Directr 07887 757551 26 Dianne Travis Operatins Service Sectr Directr 07788 133680 14 Paul Rwlett Operatins Technical Training Directr 07753 900287 2 Theresa Vincent Natinal Quality Manager and Quality Management Review Representative 07788 133684 17 Christine Ptts Quality Standards and Prcedures Crdinatr 02476 305 748 6 Authrities Signed: Alexander Khan (Managing Directr) Revisin histry: First issued: September 2003 Reviewed and Revised: Octber 2008 Reviewed: June 2009 Reviewed and Revised: Octber 2010 Babcck Internatinal Grup www.babcck.c.uk/training 2 01.10.10 QM1/3

Intrductin t Babcck Internatinal Grup Fr ver a century, Babcck has been a name synnymus with ultra-reliable engineering excellence. Tday, Babcck Internatinal Grup plc is the UK s leading engineering supprt services rganisatins with recrded revenue f 1.9bn in 2010. Babcck delivers critical asset supprt t many sectrs, including transprt, energy, defence, telecmmunicatins and educatin. Our services are underpinned by three cre capabilities: Managing Assets and Infrastructure Delivering Prjects and Prgrammes Integrating Engineering Expertise We take great pride in the cnsiderable depth and breadth f ur peple s expertise. Our 27,000 skilled staff design, build, manage, perate and maintain assets that are vital t the delivery f many key public services, bth in the UK and verseas. Our market-leading reputatin is based n ne key fact: Babcck is a partner which can be trusted t deliver. Babcck, thrugh the acquisitin f VT Grup, is nw the largest private sectr prvider f vcatinal training in the UK. Babcck and its predecessrs have been delivering essential training, supprt and assessment acrss a wide range f industries fr mre than 40 years. We currently manage the training f ver 22,000 learners acrss the UK, wrking in partnership with ver 6,000 emplyers in a variety f sectrs. Babcck access Gvernment funded training t supprt emplyers and learners. We ffer a brad range f qualificatins, including apprenticeships, advanced apprenticeships, NVQs, Skills fr Life, technical certificates and bespke curses. Babcck wrks in partnership with emplyers, awarding bdies and gvernment agencies t create bespke and blended slutins t meet their individual requirements. Thrugh this apprach we have achieved quality accreditatins frm standards bdies in bth the private and public sectr. As a large internatinal rganisatin, Babcck is able t draw upn its brader capabilities and custmer base. This includes the ability t establish dedicated and specialised training schls, raising finance where required and drawing upn the cmpany s training, infrmatin and cmmunicatins technlgy, systems and prject management specialists t create best-in-class learning envirnments. Babcck Internatinal Grup www.babcck.c.uk/training 3 01.10.10 QM1/3

Meeting the ISO 9001:2008 Standard 1.0 Scpe Supplier f wrk-based learning and assessment services t the Hspitality and Catering, Care, Active Leisure and Learning, Autmtive, Retail, Custmer Service, Business and Administratin, Management and Engineering sectrs. 2.0 Nrmative reference This dcument and its related prcedures and wrk instructins have been prepared in accrdance with the requirements f ISO 9001: 2008. 3.0 Terms and definitins The terms and definitins used within ISO 9001: 2008 Quality Management Systems Fundamentals and Vcabulary will apply. 4.0 Quality management system 4.1 General requirements The system cnsists f a five tier frmat:- Plicies Quality Management Manual and Quality Prcedures Operating Prcedures Supprting dcumentatin and wrk instructins Mnitring, Analysis and Cntrl f the abve (refer t Appendix C) It is designed t identify and manage prcesses necessary fr the Quality Management System and determine the sequence and interactin f the prcesses. Additinally t determine the criteria and methds used t ensure effective peratin and cntrl f the prcesses and t measure, mnitr and analyse the prcesses and implement actins necessary t achieve planned results and cntinuing imprvement. T als ensure that adequate infrmatin is available t achieve the abve requirements f the Standards. 4.2 Dcumentatin requirements 4.2.1 General The Quality Management System Manual tgether with dcumented Plicies, Quality and Operating Prcedures, cntrlled dcumentatin and wrk instructins have been prepared that fully address the requirements f the Standards and the peratinal needs f the Training divisin f Babcck Internatinal Grup. Babcck Internatinal Grup www.babcck.c.uk/training 4 01.10.10 QM1/3

4.2.2 Quality manual The Quality Manual has been develped t satisfy the requirements f the Standard in respect f the cmpany scpe f registratin as fllws:- Supplier f wrk-based learning and assessment services t the Hspitality and Catering, Care, Active Leisure, Autmtive, Retail, Custmer Service, Business and Administratin, Management and Engineering sectrs. In rder t ensure adequate cntrl and disseminatin f infrmatin, apprpriate prcedures, cntrlled dcumentatin and wrk instructins have been prepared and are in place and can be accessed easily via the cmpany intranet. The Quality System is a five tiered frmat cnsisting f: Plicies Quality Management Manual and Quality Prcedures address the plicy and prcess requirements f the standard Operating Prcedures business prcesses which supprt the achievement f the standard Supprting dcumentatin and wrk instructins (where apprpriate) and Quality System recrds which supprt the prcedures and prvide bjective evidence f the prcesses invlved Mnitring, analysis and cntrl f the abve All f the abve are cntrlled dcuments as defined in sectin 4.2.3. f the manual and the related prcedure. Exclusins are Design and Calibratin. 4.2.3 Cntrl f dcuments All dcuments that relate t the Quality Management System are frmally reviewed and cntrlled by the cmpany designated Authrising Managers as described in the Quality Prcedure, QP1 Dcument Cntrl. Master Dcuments and amendments The Quality Management Manual, Plicies, Quality and Operating Prcedures and cntrlled dcuments and assciated wrk instructins are held n the cmpany intranet and available t all staff A master list f cntrlled dcuments (B002) is maintained and is available t staff Babcck Internatinal Grup www.babcck.c.uk/training 5 01.10.10 QM1/3

Dcumentatin amendments are recrded by means f date and versin number update n the master list f cntrlled dcuments and at the fter f all cntrlled dcuments Data Cntrl Infrmatin relating t the day t day business f Babcck is maintained n the cmpany intranet systems and secure servers, and the integrity f the infrmatin is assured thrugh adherence t the back-up prcedures. 4.2.4 Cntrl f recrds Recrds are maintained t evidence the effectiveness and develpment f the system. The Quality Prcedure QP2 Cntrl f Recrds, identifies the recrds t be maintained and fr what perid. 5.0 Management respnsibility 5.1 Management cmmitment This Quality Management System evidences the high degree f cmmitment f the senir management f Babcck t satisfy, and where pssible exceed, the fllwing elements f the Standard. 5.2 Custmer fcus The senir management f Babcck aim t ensure that the needs and expectatins are determined and translated int the delivery f the requirement. Additinally t ensure that the requirements are fulfilled with the aim f achieving custmer cnfidence and satisfactin, including where legal r regulatry requirements are necessary. 5.3 Quality plicy The primary bjective f Babcck is t prvide a service that cnsistently meets r exceeds custmer requirements. T achieve this bjective we have a Quality Management System based upn the requirements f ISO 9001 and giving due cnsideratin t the requirements f Health and Safety at Wrk. It is the Cmpany Plicy t ensure that all emplyees are fully infrmed f the requirements f the Quality Management System, which is achieved by prvisin f the Quality Manual at inductin and its cntinuus accessibility n the cmpany intranet. The Natinal Quality Manager takes the respnsibility f Quality Management Representative and as such ensures this Plicy is cntinually mnitred and evaluated fr its applicability and effectiveness. This is achieved thrugh internal auditing and quarterly Quality Management Reviews, t establish pprtunities fr imprvement and t ensure implementatin. This Plicy shall be reviewed annually at Senir level. Validatin f the System is achieved thrugh cntinual mnitring f peratinal perfrmance and trends. Babcck Internatinal Grup www.babcck.c.uk/training 6 01.10.10 QM1/3

The Managing Directr, f Educatin and Training, has verall respnsibility fr implementatin and cmpliance f Quality and Operating prcedures thrughut the Training divisin. Our Quality Plicy, Quality Management Manual and Quality and applicable Operating Prcedures are cmmunicated t all members f staff as part f the inductin prcess, and are accessible at all times via the cmpany intranet. 5.4 Planning 5.4.1 Quality bjectives Measurable bjectives (eg cntractual targets, learner prgress and achievement) that are cnsistent with the requirement f the Quality Plicy, and t ensure that cntinuus imprvement, have been established and dcumented at all apprpriate levels f the cmpany. 5.4.2 Quality management system planning Senir management have ensured that the prcesses and resurces required t achieve the defined quality bjectives have been identified, planned and are under n-ging review fr their cntinued effectiveness and imprvement. The System ensures that change is cnducted in a cntrlled manner with the minimum f disruptin either internally r externally and maintaining the integrity f the Quality Management System. 5.5 Respnsibility, authrity and cmmunicatin 5.5.1 Respnsibility and authrity The utline rganisatin structure and functinal respnsibilities are shwn in Appendix A. Nte that this chart, whilst indicating the brad hierarchical structure and structural relatinships and respnsibilities, des nt refer t, r imply, the relative imprtance f psitins. The functinal respnsibility f an individual r a department is defined within the text f each Operating Prcedure and/r wrk instructin the specific respnsibilities f the Management Representative are utlined belw. 5.5.2 Management representative The Natinal Quality Manager hlds verall respnsibility f Quality Management Representative, thugh senir managers within the cmpany have been assigned respnsibility as Authrising managers t embrace respnsibilities that include:- Ensuring that the prcesses f the Quality Management System are established, implemented and maintained Reprting t the senir management team n the perfrmance f the Quality Management System, including needs fr imprvement Prmting awareness f custmer requirements thrughut the rganisatin Babcck Internatinal Grup www.babcck.c.uk/training 7 01.10.10 QM1/3

Cntrlling, updating and making available the Quality Manual and Quality Prcedures Cntrlling, updating and issuing the Operating Prcedures, cntrlled dcuments and wrk instructins Ensuring that there is a system f verificatin and audits independent f the persn r authrity carrying ut the functins T analyse the quality prblems identified either during the curse f their wrk r resulting frm internal r external audits, and ensuring crrective actins are taken. T ensure that the requirements f ISO9001 are always met 5.5.3 Internal cmmunicatin Apprpriate management and staff are invlved in the management review prcess and/r cpied with all relevant dcumentatin and reprts. All apprpriate dcumentatin relating t Qualitybased activities f the rganisatin will be disseminated via the cmpany intranet and advised thrugh newsletter and/r e-mail. Additinal t frmal management reviews, management team meetings, reginal and team meetings are held thrughut the cmpany n a regular basis. Staff radshws are als held natinally t impart cmpany strategy and news these are scheduled as apprpriate. All staff are aware f the bjectives set in terms f perfrmance and efficiency via cmmunicatin thrugh the cmpany intranet, newsletter, specific briefings frm time t time and frm regular appraisals at which individual perfrmance targets are set. 5.6 Management review 5.6.1 General The Quality System, Quality Prcedures, Operating Prcedures, cntrlled dcumentatin and wrk instructins are cntinually reviewed fr their effectiveness, with areas fr imprvement identified and amendments made as required. There are prcedures t ensure the system is subject t frmal audits. 5.6.2 Review input Management level Quality Management Reviews are held minimum quarterly. These meetings are minuted t include input frm the Quality Management Representative wh represents all Training stakehlders feedback, internal and externally surced. Management team and lcal team meetings are held mnthly and minuted. Within the standard agenda fr these meetings the fllwing areas will be reviewed: Team Perfrmance incl Audit results internal and external Custmer cmplaints Crrective/Preventative actin Health & Safety Equality, Diversity, Welfare and Safeguarding Supplier perfrmance Babcck Internatinal Grup www.babcck.c.uk/training 8 01.10.10 QM1/3

Future training requirements Custmer feedback Effectiveness f the Quality System and Prcedures Gd Practice/Success Stres Any ther business 5.6.3 Review utput Changes made t the system, due t feedback received frm Training stakehlders, regarding any element t imprve the Quality Management System, is fed back t the teams via team meetings, email r news bulletins, as apprpriate, with dcumentatin updated and cmmunicated as required. 6.0 Resurce management 6.1/6.2 Prvisin f Resurces/Human Resurces The prvisin f resurces t achieve the Quality System bjectives that address custmer satisfactin and cntinuus imprvement is the respnsibility f the Managing Directr. Such prvisins will take int accunt the crrect assignment f persnnel, having regard t their cmpetence based upn educatin, skills, training and experience and the cntinuing evaluatin f their effectiveness and/r needs. Senir management undertakes t define, prvide and maintain facilities needed t achieve the service required. Such elements will include:- Wrk area and necessary fundamental facilities Equipment apprpriate t the needs Such supprting services as may be required t achieve the abve The abve als takes int accunt human and physical factrs, including Health and Safety and envirnmental implicatins as per the cmpany plicy statements. 6.3 Infrastructure The prvisin and maintenance f the infrastructure needed t achieve cnfrmity t the service requirements include buildings, wrkspace and assciated utilities, hardware and sftware equipment and supprt services such as stable cmmunicatin and infrmatin systems. 6.4 Wrk envirnment Suitable wrk envirnments are determined and managed t achieve cnfrmity t service requirements. Babcck Internatinal Grup www.babcck.c.uk/training 9 01.10.10 QM1/3

7.0 Service realisatin 7.1 Planning f service realisatin Prcedures have been frmulated and implemented that ensure that the Quality bjectives can be achieved. Recrds are maintained t prvide bjective evidence f cnfrmance f the service. Principal amngst these cmprise the dcumentatin held n learner files and the evaluatin dcumentatin retained in accrdance with the relevant Operating Prcedure. 7.2 Custmer related prcesses 7.2.1 Determinatin f requirements related t the service 7.2.2 Review f requirements related t the service 7.2.3 Custmer cmmunicatin The custmer related prcesses, including the sub headings abve, are addressed belw and referred t in Operating Prcedures and detailed in the Quality Assurance Framewrk (Appendix C) The custmer requirements and expectatins are clearly understd and any areas f ambiguity are reslved by cntinual cntact prir t, during and at the cnclusin f training within each learner rganisatin A frmal review is undertaken in respect f each custmer requirement, at a minimum n a quarterly basis and feedback is evaluated Any failures in respect f achieving custmer satisfactin will be recrded and actined, with full cmmunicatin maintained with the custmer. This is primarily achieved thrugh the medium f learner reviews and/r custmer cncern reprts where apprpriate. 7.3 Design and develpment This element f the Standard is Excluded. The cmpany is nt invlved in the design and develpment phases f prducts r services as utlined in the standard. 7.4 Purchasing 7.4.1 Purchasing prcess 7.4.2 Purchasing infrmatin 7.4.3 Verificatin f purchased prduct These sub-sectins are detailed belw. Babcck Internatinal Grup www.babcck.c.uk/training 10 01.10.10 QM1/3

When purchasing materials and services f a quality critical nature, the cmpany attaches imprtance t evaluating and selecting suppliers. Relatinships between the suppliers and Babcck are f great imprtance as the quality f prducts r service needs t be cnsistent in the range selected. Prcedures have been established, as detailed in the relevant Plicy and Operating Prcedure, which ensures that: Where practical, resurce materials are btained frm the cmpany apprved supplier as per the Prcurement Plicy Purchasing dcuments clearly describe rdered items Purchasing dcuments are reviewed and apprved prir t release Supplier perfrmance is reviewed by the signing ff f supplier invices by the line managers wh are aware f their perfrmance Sub cntracting f training and supprt services is arranged in accrdance with the relevant Operating prcedure Perfrmance f external training cnsultants is measured in accrdance the Sub-cntract prcedure 7.5 Prductin and service prvisin 7.5.1 Cntrl f prductin and service prvisin Prcedures, dcuments and wrk instructins are in place t ensure that all aspects f service and delivery are carried ut in a cntrlled manner, cnducive t maintaining the quality f service and ensuring achievement f custmer expectatins and satisfactin. 7.5.2 Validatin f prcesses fr prductin and service prvisin This is achieved thrugh the independent verificatin and evaluatin as defined in the apprpriate Operating Prcedure. 7.5.3 Identificatin and traceability Training files, emplyer files and all assciated dcumentatin are held n the apprpriate system in a cntrlled manner and in accrdance with the retentin timescales identified in the Quality Prcedure QP2 Cntrl f Recrds. 7.5.4 Custmer prperty Care f custmer prperty is essential t gd custmer relatins and all ur training staff are aware f the need t abide by the requirements f the wrkplaces they visit, including the use f apprpriate prtective clthing where apprpriate. Babcck Internatinal Grup www.babcck.c.uk/training 11 01.10.10 QM1/3

7.5.5 Preservatin f prduct Prcedures are in place t ensure that training files and assciated dcumentatin is maintained bth in hard cpy frm and where apprpriate in electrnic frmat n the cmpany intranet. 7.6 Cntrl f mnitring and measuring equipment This element f the Standard is Excluded. The cmpany is nt invlved in the cntrl f mnitring and measuring devices as detailed in the standard. 8.0 Measurement, analysis and imprvement 8.1 General Refer t Quality Assurance Framewrk, Appendix C. 8.2 Mnitring and measurement 8.2.1 Custmer Satisfactin Prcedures exist t mnitr the level f custmer satisfactin by means f learner and emplyer questinnaires and client cntact feedback. 8.2.2 Internal Audit An effective prgramme f Quality System audits has been established and is maintained. Trained auditrs, independent f the functin being audited, cnduct audits and results f audits and resultant crrective actins are evaluated at the Management Team Meetings. Specific attentin will be paid t the cnfrmance f the Quality Management System with the Standard. 8.2.3 Measurement and mnitring f prcesses Cmpliance with the requirements f the Quality and Operating Prcedures is mnitred thrugh internal audits and evaluatins as detailed in the relevant Operating prcedures. 8.2.4 Measurement and mnitring f service Prcedures are in place t ensure that training prgressin is cnsistent with the requirements f the individual training pathways. 8.3 Cntrl f nn-cnfrming prduct Cntinuus learner reviews, questinnaires and evaluatins, as well as custmer and supplier cncern reprts, identify failures in service perfrmance and delivery. Prcurement and Human Resurce Operating Prcedures are in place t deal with instances where delivery f the required level f service is nt being maintained. Babcck Internatinal Grup www.babcck.c.uk/training 12 01.10.10 QM1/3

8.4 Analysis f data The perfrmance f the cmpany is analysed bth internally and externally t mnitr custmer service and business perfrmance. The results are used t establish trend develpment with a view t establishing prcedures fr preventive/crrective actin and cntinuus imprvement. External analysis is carried ut by Gvernment Bdies by way f perfrmance and financial audits. Learners and emplyers are cntacted and the quality f the service they have received determined. 8.5 Imprvement 8.5.1 Cntinual imprvement Planning and develpment is discussed at management team meetings and at reginal/team meetings. This ensures that any develpment has the resurces t allw managed intrductin and implementatin f the service. 8.5.2 Crrective actin The requirement fr frmal crrective actin t be taken may arise frm several surces such as: Internal r external audits Internal Verificatin prcesses Cmplaints frm custmers learners r emplyers Failure f service Results f surveys and ther evaluatins Prcedures are in place t ensure the recrding and investigatin f cause f such incidents and the implementatin f necessary crrective imprvement. All such infrmatin is reviewed at Management Review Meetings and analysed with a view t satisfying the cmpany requirement fr cntinuus imprvement. 8.5.3 Preventive actin Prcedures are in place t ensure staff have a cmprehensive inductin alng with cntinuus mnitring f their capabilities and perfrmance. Internal and external audits are cnducted t ensure cmpliance acrss all aspects f the business perfrmance and service delivery. APPENDICES Appendix A Appendix B Appendix C Training Organisatin Chart Training Quality Plicy Statement Training Quality Assurance Framewrk Babcck Internatinal Grup www.babcck.c.uk/training 13 01.10.10 QM1/3

Appendix A A. Training - Organisatin Chart Await release f Organisatin Chart Babcck Internatinal Grup www.babcck.c.uk/training 14 01.10.10 QM1/3

Appendix B B. Training - Quality Manual Plicy Babcck Internatinal Grup www.babcck.c.uk/training 15 01.10.10 QM1/3

Appendix C C. Training - Quality Assurance Framewrk Babcck Internatinal Grup www.babcck.c.uk/training 16 01.10.10 QM1/3