Quality Manual This copy printed on 30 August 2016

Transcription

1 Quality Manual This copy printed on 30 August 2016

2 Table of Contents 1. INTRODUCTION THE ISSUE STATUS THE QUALITY POLICY THE QUALITY MANAGEMENT SYSTEM OVERVIEW OF ELECTRICAL POWER SPECIALISTS LIMITED THE SCOPE OF REGISTRATION OUR QUALITY OBJECTIVES MANAGEMENT RESPONSIBILITY RESOURCES Human Resources Infrastructure PRODUCT REALISATION Planning of Product Realisation Complaint Management Purchasing MEASUREMENT, ANALYSIS AND IMPROVEMENT Measurement Analysis Improvement OFFICE PROCEDURES OP01 - Corrective/Preventative Action & Control of Non Conforming Product OP02 Internal Audits OP03 Control of Records OP04 Document Control APPENDIX 1 ORGANISATION CHART... 18

3 1. INTRODUCTION This document is the Quality Manual of EPS Ltd. The Quality Manual is the property of EPS Ltd. and is a controlled document. The purpose of the Quality Manual is to provide an overview of EPS Ltd., the activities it carries out and the quality standards of operation it conforms to. It is not designed to act as a procedures manual, although it does carry information about where procedures information is located and the detailed information on documentation requirements for essential procedures.

4 2. THE ISSUE STATUS The issue status is indicated by the version number in the footer of this document. It identifies the issue status of this Quality Manual. When any part of this Quality Manual is amended, a record is made in the Quality Manual Amendment Log shown below. The Quality Manual can be fully revised and re-issued at the discretion of the Management Team. Please note that this Quality Manual is only valid on day of printing. Issue Page(s) Issue Date Additions/Alterations Initials Quality Manual First Authorised Issue SP various Updated to include Sub Contractor Management Procedure and updated Organisation Chart Added EPS Quality Management System Overview page. Renumbered other sections and adjusted page numbers accordingly Updated Logo. Updated Policy date, Organisation Chart, Overview and Scope to reflect recent changes in Company focus and Personnel. Included resource provision within Management Responsibility. Condensed 10.3 to fit on one page. Adjusted page numbers accordingly. SP SP JoC

5 3. THE QUALITY POLICY EPS Ltd is committed to delivering a service that consistently meets or exceeds the requirements of our customers. To achieve this, the company will maintain a quality system designed to satisfy the requirements of ISO9001:2008, this provides the tools to review and improve the processes and procedures that are key to our business. The company s Quality Manual defines our quality objectives and procedures that make up our quality system. To ensure the company maintains its awareness for continuous improvement, the quality system is regularly reviewed and subject to an annual audit The requirements of the company s quality system are mandatory and all company personnel have a responsibility and obligation to it. The company will ensure that the importance of the quality system is communicated to all employees so everyone has an understanding of quality and its impact on customer service. Jamie Cole Director Date 15 th June 2016

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7 5. OVERVIEW OF ELECTRICAL POWER SPECIALISTS LIMITED EPS Limited was formed in In 2005 a management buy-out changed the ownership to Mr. Jamie Cole, who is the current Company Director. Since formation the company has experienced consolidated growth achieving an average annual turnover in the region of 4M. The Company Management Team specialises in mechanical and electrical installations within the commercial and industrial sector with contracts to the value of 1.5M. Our main focus of is on new-build and refurbishment. This encompasses a wide spectrum of services required by the ever-changing needs of our clients and their businesses from domestic Installations, fire alarm installations, commercial electrical installations, industrial electrical installations, office fit outs, inspection and tests on premises, data installation, and many more. Project delivery is through an experienced in-house team of approved electricians, supplemented by a network of key sub-contract partners where applicable. The Company has an ongoing policy to train our employees in health & safety, electrical updates and management techniques to comply with the changing needs of the electrical industry.

8 6. THE SCOPE OF REGISTRATION The provision of mechanical and electrical contracting services. EXCLUSIONS The Quality Manual shall conform to all the requirements of ISO 9001:2008, with the exception of clauses 7.3 Design and Development which is not applicable to any of our activities.

9 7. OUR QUALITY OBJECTIVES Our objectives are consistent with our Quality Policy, built into our business plan and are disseminated to every employee to ensure that they are enshrined into all our activities throughout the company. Each individual is responsible for delivering these objectives and this is monitored via regular site reviews, team meetings and management reviews. Objectives are based on our business plan and Quality Policy and have been determined to achieve these aims. EPS Ltd s measurable Quality Objectives are as follows: We are committed to deliver our services to specification, on time and to the price quoted. We will conduct our business in an ethical and professional manner. We are committed to satisfying our clients requirements and getting things right first time. We aim to make a profitable return on our activities in order to fund ongoing development and growth of our business. Should we make a mistake, we will admit it and rectify the situation as quickly as possible keeping appropriate records. Our Management Team analyse customer feedback data, internal performance data and financial performance data to ensure that our Quality Objectives are being met. Our process of Measurement, Analysis and Improvement to support the above is illustrated in section 11 of this document.

10 8. MANAGEMENT RESPONSIBILITY The management structure of EPS Ltd is shown as an organisation chart (see Appendix 1) the chart shows functional relationships and responsibilities. Management ensures:- That the company has a designated Quality Representative who is responsible for the maintenance and review of the Quality Management System. That the ongoing activities of EPS Ltd are reviewed regularly and that any required corrective action is adequately implemented and reviewed to establish an effective preventative process. Measurement of our performance against our declared Quality Objectives. Employees have the necessary training, skills and equipment to effectively carry out their work. Internal audits are conducted regularly to review progress and assist in the improvement of processes and procedures. Quality Objectives are reviewed, and if necessary amended, at regular Review Meetings and the performance communicated to all staff. Adequate resources are provided to implement and maintain the Quality Management System and its effectiveness.

11 9. RESOURCES 9.1 HUMAN RESOURCES All employees have the training and skills needed to meet their job requirements. All employees are monitored on an ongoing basis to identify any training and development needs. A training database is maintained to ensure all training is kept up to date as many Health & Safety training certificates only last for a limited period. Toolbox talks are an essential part of ongoing training. The training database highlights all toolbox talks that will expire within a 3 month window. When a toolbox talk is completed all attendees must sign the toolbox talk sheet which must be returned to the office. The completion of the toolbox talk is recorded within the training database for each operative. The following is a description of the Company s Recruitment Policy Apprentices We work closely with local colleges and select suitable candidates proposed by these institutions Staff Candidates for posts within the Company are selected based on appropriate skills, education, training and experience. We receive CVs from sources such as personal recommendations and agencies. In the event of a vacancy being advertised, the process is performed to comply with the EPS Equal Opportunities Policy. 9.2 INFRASTRUCTURE All of our administration is conducted at our office. This includes:- Management of financial matters Handling of client orders Personnel records Purchase order placement and management Invoices Quotations Health & Safety documentation

12 10. PRODUCT REALISATION 10.1 PLANNING OF PRODUCT REALISATION EPS Ltd is responsible for the planning and delivery of its services. We work closely with our partner suppliers and customers to satisfy mutual requirements. Procedures PR001, PR002 and PR003 define our core business processes. These are maintained by the Quality Management Representative COMPLAINT MANAGEMENT As part of our ongoing commitment to providing excellent service, our policy is to deal with all complaints to the satisfaction of the complainant. Any complaint received is initially recorded on a Customer Complaint Record and handled by the department appropriate to the area of the complaint. Should the complaint not be resolved to the complainant s satisfaction, it is immediately referred to the Company Director. We recognise that despite having robust quality control procedures in place we may still encounter problems which generate complaints and we ensure that in such cases records are kept (including any correspondence). Details of all complaints are recorded in the Company s Customer Complaint Log located in the QMS folder.

13 10.3 PURCHASING Most supplies are subject to an authorised Purchase Order (PO) providing full clarification of the type and extent of supply. POs are issued by, or under authority of, the buyer. If the supplier is a sub-contractor providing a labour only service the Sub-Contractor Management Procedure (PR003) is used in conjunction with this Purchasing Procedure. Suppliers of products, materials and services, where unspecified by a customer contract, are selected on their ability to meet the Company's requirements with due consideration to the quality, statutory obligations, timescale and cost. A list of approved suppliers is maintained on the company s accounting software and is compiled on the following criteria:- Previous performance in supplying to similar specifications and requirements. Recommendation by other similar purchasers or manufacturers of equipment. A trial order and evaluation of performance. The quality of the goods or services Delivering on schedule Credibility Lead time Meeting customers' requirements Purchases are made via the use of POs. Supplier invoices are checked against POs before being authorised for payment Material/service purchases are either consumables or for a specific Customer s Contract/Order A supplier is required to supply to the specification, quantity and price as specified on the PO POs are ed or telephoned. Order details of telephone orders are recorded. Copies of all POs for specific contracts/orders are retained in the company s financial software When a PO is recorded on the accounting software and ed to the supplier, an order confirmation is required from the supplier Minor supply purchases including items such as general office consumables and site sundries are not subject to a PO. A purchase reference is used, giving the purchasers initials, the date, and (where relevant) the project ID. These supplies can only be ordered by an employee who has been duly authorised to do so by the Company Director All supplies are reconciled to the delivery note and any discrepancies are resolved with the supplier and recorded as part of the supplier assessment process Should a supplier, not appearing on the Approved Suppliers List be proposed, they will be analysed by capability and be used on a trial basis subject before acceptance onto the approved supplier list on authority of the Buyer.

14 A Sub-contractors Purchasing Procedure Flowchart FL003 and a Materials Purchasing Procedure Flowchart FL004 are available on the Shared Drive. 11. MEASUREMENT, ANALYSIS AND IMPROVEMENT The flow chart below shows our Measure, Analyse and Improve Quality Process. Report at Management Review Define Policy Establish Objectives Overall intentions and direction of the company Targets aimed for Define Processes Sets of activities, to achieve objectives Implement Processes Realise Product Measure, Analyse & Improve Company Action Log OP01 Internal Audits OP2 Customer Feedback Collect Data Measure Analyse Yes Objectives Achieved No Corrective Action

15 11.1 MEASUREMENT The Company Quality Action Log and Internal Audits support the Quality Manual and also define the actions required to generate relevant data for analysis. Data is collected from, but not restricted to: a. Company Action Log OP01 b. Internal Audits OP02 c. Customer Feedback Log d. Customer Complaint Log 11.2 ANALYSIS The data is collated and analysed to determine: The ability to achieve the Quality Objectives The ability to satisfy client requirements Customer and staff perception of the company The effectiveness and efficiency of the company s personnel. The effectiveness and efficiency of the quality system The level of performance achieved/required 11.3 IMPROVEMENT The Agenda for the regular Management Review meetings shall include, but not be restricted to: Follow-up from previous meetings Review of company Quality Policy Review and setting of Quality Objectives/Customer Survey Action Log entries and follow- up actions Customer Feedback Audit Results Process Performance Staff Performance Changes that could affect the quality system Recommendations to improve the quality system and their implementation 11.4 TEST EQUIPMENT All equipment required by law to be calibrated will be identified and calibrated on an annual basis. Calibration certificates are to be documented and retained.

16 12. OFFICE PROCEDURES 12.1 OP01 - CORRECTIVE/PREVENTATIVE ACTION & CONTROL OF NON CONFORMING PRODUCT Purpose 1. The EPS Ltd Quality Management Action Log is used to identify nonconformances and any actual or potential shortfalls in quality standards or internal processes/ procedures, suggest improvements and track any actions to ensure improvements have taken place, or potential problems are avoided. Steps 2. The Quality Representative maintains and monitors the Action Log. 3. If any person discovers a shortfall, or potential shortfall in the written processes/procedures or a problem in the practical application of them, the details must be documented in the Action Log. The relevant person who is responsible for the action is informed. Action required as a result of Customer Feedback, Customer Complaint or Management Review is also logged and tracked via the company Action Log. 4. Each entry in the Action Log to include: a. Sequential numbering b. Person/Date recorded c. Overview of the issue, problem or concern d. Person responsible e. Action taken f. Date completed g. Initialled when complete Responsibility The Quality Representative is responsible for checking the Action Log and ensuring that people with allocated responsibilities are aware of them and actions are progressing. Once all actions on a log sheet have been completed the Quality Representative archives it as a Quality Record Related records Company Action Log Management Review meeting records

17 12.2 OP02 INTERNAL AUDITS Purpose To ensure internal audits are conducted at a sufficient frequency to measure the effectiveness of the quality and environmental processes/procedures. Responsibilities The Quality Representative has responsibility to ensure all audits are planned, adequately communicated and executed. The Quality Representative may conduct additional unannounced checks to ensure that all EPS Ltd staff are applying processes/procedures as required. Scope The scope, detail and focus of each audit are determined by previous suggestions for improvement from internal audits, management reviews and external audit suggestions, status and importance of the activity within the quality process and EPS Ltd business. Records An Internal Audit Report form is used to track the overall scope of the audit against the quality criteria. All criteria are checked over a one-year period. An observation is completed for each audit activity, which details the type of check conducted, an overview of audit findings, and any items requiring further review. Suggestion for improvement and actions will be communicated by the Quality Representative, to the person responsible for action and recorded on the company Quality Action Log (see OP01 Action Log).

18 12.3 OP03 CONTROL OF RECORDS Purpose To define the records that are deemed as Quality. These records will be stored in clearly marked folders or electronic files. All records must be recorded and tracked for reference and audit purposes. Responsibility The Quality Representative is responsible for the maintenance of records. Procedure Records are normally electronically stored & protected detailing: a) The record. b) The period of retention (if applicable) Records are signed and dated as appropriate Records are discarded after the minimum storage period regularly reviewed by the Directors: - Contract Documentation 7 Years. Human Resource Records 7 Years Documentation generated from the Quality Management system 3 Years. Accounts Records 7 Years. Computerised Records Computer records are identified by suitable file name and/or folder and are backed up on a daily basis and back-ups are taken off site once a week and are regularly tested.

19 12.4 OP04 DOCUMENT CONTROL Purpose To ensure that all internal and external documents subject to revision and necessary for the administration of the Quality System are controlled. Responsibility The Quality Representative is responsible for the authorisation and control of documents. Procedure Internal and external controlled documents are electronically stored and protected Obsolete documents are destroyed or marked Reference only The only controlled version of the document is that electronically stored in the location specified in the Controlled Documents Register The user of any uncontrolled version of the document should always check the Controlled Documents Register to ensure they are referring to the correct version of the document. Document Control The version number and date released of each controlled document is recorded at the bottom of each page A record of any amendment detail is recorded on the Controlled Documents Register.

20 13. APPENDIX 1 ORGANISATION CHART