QP.00 Quality Procedure Manual Scope and Purpose

Transcription

1 QP.00 Quality Procedure Manual Scope and Purpose

2 Table of Contents QP.00 Company Quality Policy Procedure Company Policy Quality System Scope and Exclusions Organisation Responsibility and Authority Managing Director Responsibility and Authority Quality Manager Resources Management Review and Internal Communication Quality System Quality Planning Quality System Processes Schematic Process Flow Quality Systems Improvement Quality Procedure Index...10 QP.00 Quality Procedure Manual Scope and Purpose: ATG Quality Procedure Document: August 2018 Page 2 of 11

3 QP.00 Quality Procedure Manual Scope and Purpose: ATG Quality Procedure Document: August 2018 Page 3 of 11

4 Table Name Market Depot/Company Providing Service Customers/ Stakeholders Laws, Contracts & Regulations Competitors and other Stakeholders SBS PTA School Bus Services Tourism Mining/Corporate Woodside Private Schools Christ Church Grammar School Aquinas RTS PTA Regional Towns QP.00 Quality Procedure Manual Scope and Purpose: ATG Quality Procedure Document: August 2018 Page 4 of 11

5 1. Company Policy The Directors of Australian Transit Group have developed and communicated throughout the company a number of corporate policies. These policies are approved by the Managing Director and distributed under document control protocols. The key policies in respect of quality management are the Quality Management Policy, Environmental Policy, Occupational Health and Safety Policy. Additional policies have also been developed covering such aspects as fatigue management, drug and alcohol and sexual harassment. A corporate vision statement and mission statement have also been developed, approved and distributed. 2. Quality System Scope and Exclusions The documented quality management system for Australian Transit Group covers the processes involved in provision of public and charter bus services across Western Australia and the Northern Territory catering to a wide range of Clients. These services are provided in accordance with agreed term or period Contracts or casual Contracts. Within the context of ISO 9001, design of service is not a requirement of the service provision and therefore is not considered a requirement of the quality management system and has been ex cluded from the scope of the documented quality management system. 3. Organisation The organisation chart for ATG outlining the structure of the company, It shows the key management positions and interrelationships of company personnel. In the absence of any individual within the company, responsibility is delegated to an appropriate staff member. Job descriptions for all positions shown on the organisation chart are maintained and list the key roles, responsibilities and authorities for that position. Quality system procedures further define personnel roles, responsibilities and authorities. All personnel have sufficient authority in the organisation to enable them to undertake their responsibilities and are competent on the basis of education, training, and experience as required by the nature of their duties. 4. Responsibility and Authority - Managing Director The Managing Director is responsible for quality and for ensuring that quality policy is implemented, understood and maintained at all levels in the organisation. QP.00 Quality Procedure Manual Scope and Purpose: ATG Quality Procedure Document: August 2018 Page 5 of 11

6 5. Responsibility and Authority - Quality Manager The Quality Manager is the designated management representative with due authority for ensuring that all of the requirements of the quality management system are effectively designed and maintained. 6. Resources The Managing Director is responsible for identifying overall resource requirements for personnel, vehicles and related equipment, and for the provision of such resources, to ensure effective Client focus, management and performance of work resulting in Client requirements being met. The Managing Director is also responsible for ensuring that future resource needs are foreseen and action taken to ensure availability consistent with company objectives and external factors. 7. Management Review and Internal Communication Management review meetings are held at pre-determined intervals to review the adequacy, effectiveness and continuing suitability of the quality management system in relation to the achievements of quality policy objectives and the requirements of ISO9001. Records of the review meetings are documented and maintained. System Outline 8. Quality System The Quality Management System (QMS) which has been established, documented and maintained has the specific objective of ensuring that all term and contractual transport obligations and charter hire Contracts that are undertaken by ATG meets the specified requirements of the Client. The quality system has a 4 tier structure, as shown below: QP.00 Quality Procedure Manual Scope and Purpose: ATG Quality Procedure Document: August 2018 Page 6 of 11

7 9. Quality Planning Company business and quality objectives are set by the Managing Director who is ultimately responsible for achievement of these goals. Goals and targets are communicated to staff as required by the senior executives and managers. Quality objectives are set to realistically reflect company capability and as far as practicable are measurable. Company business information, future needs, market factors and Client feedback are used in setting and reviewing forward objectives. At the corporate and executive level, the business key objectives of the quality management system are: Objectives Maintain planned profit margins on operation Fleet operational level Fleet availability level Strive for continuous improvement through training and staff involvement Vehicle accident and defects rates How its measured Executive review of budgets Management review of monthly operating accounts Annual review of Contractual invoicing and CPI increases Review of operating km against available km Late and missed services review Client feedback meeting review cc. Review of vehicle availability Review of out-of-service vehicles External and internal audits Training needs analysis Training programs Review of defects reports Review of incident/accident reports The company strategy is to consistently provide an efficient and effective transportation and charter hire service to Clients by organising our working routines in an effective manner. All work is tendered or quoted though a formal documentation process and requires formal confirmation by Client in order to continue through the process. Planning and scheduling accepted work is dependent upon the scope of the request for charter work. Each Contract or job is planned and resources scheduled by the appropriate manager using industry specific software, Coach Manager, to allocate vehicles, scheduling drivers and issuing work sheets. A comprehensive software system, FLEET-MEX, is utilised to schedule all preventive and planned maintenance for vehicles as well as non-scheduled repairs and maintenance identified through various pre-job processes. Comprehensive records are maintained for each vehicle and other workshop resources providing a traceable history of maintenance and repairs throughout the life of the asset. QP.00 Quality Procedure Manual Scope and Purpose: ATG Quality Procedure Document: August 2018 Page 7 of 11

8 All drivers are subject to regular screening for suitability to operate a vehicle and are also required to provide current certification to work with children on school bus services and to hold current licenses for the class of vehicle operated. The Managing Director is responsible for maintaining on-going review of company resources and ability to meet Contract requirements as an integral part of quality planning. Consideration is given to factors such as staff competency and skills, management control, records, etc. in order to ensure continuing capability to meet customer needs. When continual improvement or changes to quality objectives involve a change to the documented quality management system the Quality Manager is responsible for ensuring the change process is controlled with no detrimental effect on capability to meet Client needs. 10. Quality System Processes Australian Transit Group has clearly identified procedures for tendering, contract review, scheduling, maintenance of vehicles, hire operations and other processes that, or has potential to affect the delivery of our service to Clients. The Quality System Procedures identify the input to or output from each process as documented records. The formal interactions between processes are indicated in the procedure by reference to other procedures under the heading of Reference Procedures. A schematic representation of the key process interactions is shown on the following page. 11. Schematic Process Flow Client Agreed scope of service Preparation of Tender Review and Accept Contract or Order Source and Purchase Required products Source, engage and train appropriate staff Allocate Contract Work to Staff and Vehicle Verify competency and effectiveness Schedule Booking into Coach Manger Conduct pre-starts and route checks and risk assessments Verify competency and effectiveness Identify Report and Resolution of Problems Perform Duties Report, Identify and Resolution of Problems Customers Feedback Identify Report and Resolution of Problems Preventative Maintenance QP.00 Quality Procedure Manual Scope and Purpose: ATG Quality Procedure Document: August 2018 Page 8 of 11

9 Identify Report and Resolution of Problems Data Collection Audits and Review Meetings Customer Feedback and Review Meetings NCR s, Correction and Improvement Return to Client Agreed Scope of Works Processes essential to the interaction include: i. Planning and Determination of Policy and Objectives ii. Document Control and Business Records iii. Staff Training and Resource Provision iv. Resource Management v. Performance Information Collection and Analysis vi. Internal Quality Auditing vii. System Improvement viii. Service Process and Realisation QP.00 Quality Procedure Manual Scope and Purpose: ATG Quality Procedure Document: August 2018 Page 9 of 11

10 12. Quality Systems Improvement When continual improvement or changes to quality objectives involve a change to the documented quality management system the Quality Manager is responsible for ensuring the change process is controlled with no detrimental effect on capability to meet Client needs. In order to initiate, implement and review the change the following process is provided. Auditor Senior Operations Manager, in consultation with staff determine there is an area of NCR, CAR or Observation Observation or Opportunity of improvement NO 1 st Stage Approved YES Send to Document Depot Register D R A F T Created Trialled Completed (By OM/SOM) FINAL APPROVAL Document Controller Notifies Requester Registers /update Paradigm/Intranet s All parties affected : (OM s/ SOM s) Updates Follow-up Actions B. Doolan MD Senior Management Meeting Improvement achieved, continue day-to-day management of procedure Senior Operations Manager Responsible for the implementation and Roll Out Monitor process/procedure for effectiveness of change Problem Identified or negative interaction with other processes DATE : QP.00 Quality Procedure Manual Scope and Purpose: ATG Quality Procedure Document: August Page 10 of

11 13. Quality Procedure Index ATG have documented procedures for all systems and functions that apply to the quality program as follows: Business Function Procedure Title Procedure Number Leadership Responsibility Improvements Document and Business Record Management Performance Monitoring and Improvement Problem Identification and Resolution QP.01 QP.02 QP.03 Resource Management Human Resources and Training QP.04 Service Realisation Tendering and Contract Review Vehicle Scheduling Vehicle Operations Contract Hire Safety Process Procurement and Receiving Inspection Vehicle Maintenance and Repairs Workshop Equipment Maintenance QP.05 QP.06 QP.07 QP.08 QP.09 QP.10 QP.11 QP.00 Quality Procedure Manual Scope and Purpose: ATG Quality Procedure Document: August Page 11 of