Quality and Environmental Business Process Manual

Transcription

1 PMC SOIL SOLUTIONS 2 Fountain Court Victoria Square St Albans Hertfordshire AL1 3TF T: F: E: headoffice@pmcsoilsolutions.com W: Quality and Environmental Business Process Manual Document Number: QEM Issue Level: 10.2 Copy Number: 01 Controlled / Uncontrolled (Circle as appropriate) Uncontrolled Manuals are current at time of issue but will not be automatically updated Prepared by: R. Johnson / Eve White Approved by: PMC MR PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Page 1 of 25

2 Table of contents Page ISO14001 Ref 1 Table of contents 2-2 Approvals, control & amendment Management system scope 3 Introduction Overview & Company History 4 Management system General requirements Documentation requirements 4.4.4, & Management responsibility Management commitment 4.2, Customer focus 4.3.1, 4.3.2, Quality & Environmental policy Planning Responsibility, authority and communication Management review Resource management Provision of resources Human resources Infrastructure Work environment - 7 Product and Service realization Planning of product and service realization Customer-related processes 4.3, 4.4.6, Design and development Purchasing Production & service provision Control & monitoring of measuring devices Measurement, analysis and improvement General Monitoring & measurement 4.5.1, 4.5.2, Control of non-conforming product 4.4.7, Analysis of data & Evaluation of Compliance 4.5.1, Improvement 4.2, 4.3.3, 4.5.3, 4.6 Appendix 1 Management procedure index 22 Appendix 2 Quality & Environmental Policy Statement 23 Appendix 3 ISO14001 & ISO9001 Document Relationship 24 Appendix 4 Process inter-relationship 25 PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Confidential Page 2 of 25

3 2 Approvals, control and amendment An approval signature on the front cover indicates approval of this manual. Controlled copies are identified by controlled status on front cover - only controlled copies will be automatically updated. Amendments to sections of the quality manual are detailed in the following table. Approval of the amendment is indicated by Management Representative initials on master soft copy & original signature on physical controlled copy. DOCUMENT HISTORY AND CHANGE RECORD Issue Issue Date Description of Change /02/09 Initial Issue integrated ISO9001:2008 and ISO14001 requirements /03/09 Minor updates after internal review /06/09 New Logo minor update to contact details /06/10 Updated to align with staff changes /10/ /06/11 Updated due to monitoring and measuring equipment purchases Multiple changes as a result of Audit Also changes to responsibilities in section /01/12 Update to include addition of PMC waste disposal fleet /06/12 Minor updates after internal review /06/13 Minor updates after internal review /11/14 Minor updates after head office relocation /04/15 Minor updates after staff changes /05/16 Minor updates after staff changes The following are registered holders of controlled copies of the Quality & Environmental Manual: Position Manual Number Eve White (Management Representative) 01 Transport Manager (Haulage Fleet office) 02 Paul Cordrey (Director Kings Cross office) 03 Distribution of the management system documentation is by controlled master soft copy over the company network. 2.1 Management system scope The scope of the PMC Soil Solutions management system is as follows: PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Confidential Page 3 of 25

4 Waste classification reporting, soil testing for reuse and disposal purposes, carriage and disposal of related waste and associated consultancy services relating to remediation of contaminated land. The PMC Soil Solutions Management System has been developed and implemented in accordance with ISO 9001:2008 and ISO14001:2004. Text that relates specifically to a paragraph within the ISO14001 standard is preceded with that paragraph number, e.g. (4.1). (4.1) The environmental element of the management system covers all of the waste classification consultancy, waste carriage and disposal and waste remediation services provided by PMC Soil Solutions. 3.0 Overview & Company History PMCSS was formed in May 2007 to provide services relating to the classification of waste soils in the UK to enable efficient remediation of waste from development sites. We specialise in the carrying out dedicated excavation and demolition waste classification investigation work and the subsequent remediation of the waste to our network of facilities. PMCSS is also able to provide a rapid assessment of data collected by others and then advise on the necessary risks and qualifications to protect our clients interests through the various phases of the contract. PMCSS are located in are located in St Albans, Victoria Square in Hertfordshire. This base enables PMCSS to control of testing activities and have access to key testing subcontractors in an optimum way. PMCSS also have an office in Kings Cross in London. PMCSS is a waste classification consultancy and waste remediation specialist. These key disciplines are carried out within an integrated approach or in isolation as our client demands. Works Include: Remediation of contaminated land and reuse of soil waste. Earthworks in conjunction with remediation. Waste Classification Testing & Reporting Waste Classification Reporting Interpretation Remediation Options Appraisal Regulator Liaison Technical Assistance Assessment of Hazardous Properties Bulk Removal of excavation and demolition wastes Landfill Tax Management Expert Witness Aggregate sampling, analysis and reporting. Commercial cost consultants Tender Qualification & Strategy Appraisal PMCSS can directly carry out end-user risk assessments or remediation strategies for sites that are contaminated by using our own and our partner s expertise to ensure our clients maximise the opportunity that waste soil provides in this ever changing environmental landscape. This is to the standard - The Definition of Waste: Development Industry Code of Practice. PMCSS undertakes waste classification testing and this can be turned around typically in 3 working days, and potentially 2 working days when required, using various UKAS accredited laboratories in the UK and Europe. PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Confidential Page 4 of 25

5 PMCSS deal with the treatment and disposal sites on a daily basis and are able to advise clients on what testing is actually required as opposed to what people often think is required. This is key differentiator between PMCSS and other consultancies that may not understand the nuances that exist when undertaking the classification of waste on development sites. PMC Soil Solutions is registered through the Environment Agency as a waste carrier and broker Registration number CB/BP3316QW (previously EAN/937881). In 2011, PMCSS put in place their own fleet of waste haulage trucks and established a vehicle fleet office and yard. This added to the scope of services that PMCSS can directly offer their clients. 4.0 Management System 4.1 Quality & Environmental management system PMC Soil Solutions has established a Quality & Environmental Management System (MS) to help ensure that the company: Meets or exceeds the requirements and expectations of its customers Continuously monitors, measures and improves customer satisfaction Continuously monitors, measures and improves its own performance Through meeting these objectives, PMC Soil Solutions will manage the effective implementation of their waste classification, consultancy, waste carriage & disposal and waste remediation services. The MS is designed to assist with the identification, interaction, control, monitoring, analysis and improvement of all key business processes. These key processes are managed to ensure: Conforming services are delivered Control methodologies are in place and effective Adequate resources are available (including competent personnel) Non-conformities are prevented Measurable quality & environmental objectives are satisfied The effectiveness of the MS is regularly audited, reviewed and improved in accordance with ISO 9001:2008, ISO14001:2004 and the needs of the business. (4.1) PMC Soil Solutions will fulfil its environmental management system objectives through the adoption and implementation of a range of environmental management techniques including appropriate procedures, programmes and technologies. The design and implementation of the PMC Quality & Environmental management system has been influenced by PMC s particular business environment and the risks associated with that environment. In addition, the system has been structured to support the varying needs of the business, its particular objectives, the services it provides, the processes it employs and its size and organizational structure. The implementation of the requirements if the ISO9001:2008 international standard has been used to meet customer and statutory and regulatory requirements applicable to products and services. The implementation and interaction of the system processes are managed to produce the desired process outcome. PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Confidential Page 5 of 25

6 In relation to the International Standard and PMC s implementation of ISO9001:2008 the term product applies to the product intended for, or required by, a customer or the product realisation processes. This applies to any intended output resulting from a product realisation processes, including purchasing. Where appropriate, statutory and regulatory requirements are also expressed as legal requirements. Where processes are outsourced (e.g. UKAS certified waste classification testing, fleet maintenance, management system consultancy etc.) appropriate control over these processes is implemented. This includes subcontractor evaluation & selection, product and service verification & subcontractor monitoring and feedback. 4.2 Documentation Requirements General The PMC Soil Solutions MS comprises three main parts, the Quality & Environmental Manual (QEM), the Management Procedures (MPs - indexed in Appendix 1) and PMC Soil Solutions process documents (instructions). These are supported by a range of Records and Forms (MFs), which are referenced from each procedure where appropriate. All MS documentation necessary to support the key business processes has been prepared in accordance with the requirements of applicable standards Quality and Environmental Manual scope The PMC Soil Solutions management system is designed to address all the requirements of ISO 9001:2008 and ISO 14001:2004 with the following exclusions: ISO 9001:2008, 7.3 Design and Development ISO 9001:2008, Validation of Processes Appendix 4 includes the interactions between processes referenced in this manual Control of Documents The majority of the company s MS documents are stored in an electronic format on a shared drive on the company network. Documents produced at the fleet office / yard are also saved to the company server or copied to the office as required. In line with this, a computer backup system is used to provide appropriate document and data protection. All controlled documents are approved, reviewed, updated and controlled in accordance with MP01, Control of Documents Procedure. Only the latest issue of any document is maintained. If it is necessary to hold superseded documents, these will be identified accordingly. Changes to controlled documents are made in accordance with MP01. A register is kept for all controlled documents and hard copies of the Manual and associated procedures / process documents is maintained as reference controlled copies. Where process documents are more widely distributed as controlled copies (e.g. Work Instruction), these are logged and updated in a controlled manner through the Register of Controlled Documents. PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Confidential Page 6 of 25

7 Documents of external origin, determined by PMC to be necessary for the planning and operation of the quality management system, are also appropriately controlled Control of Records The control of records and data that provide evidence of conformance to requirements of the supplied products & services, fleet management and the effective operation of the quality & environmental system is documented in MP02, Control of Records Procedure. All documents referenced from MP02 are stored in either hard copy or electronic form for the retention time specified. This retention time is based on business, regulatory and customer requirements. 5.0 Management Responsibility 5.1 Management Commitment Management commitment to the development, implementation & improvement of the management system is demonstrable through the continual communication of quality and environmental requirements, establishing & support of quality and environmental policy & objectives, the full participation in management reviews, and the provision of appropriate resources. (4.3.2) Legal and other applicable requirements have been taken into account in the implementation and maintenance of the PMC Soil Solutions Integrated Management System. Further details of the identification, monitoring and determination of these requirements and how they apply to the environmental aspects of the organisation are documented in Environmental, Legal & Communication Aspects Procedure MP08. Legal and other related requirements are reviewed during Management Review. 5.2 Customer focus Customer satisfaction is monitored and enhanced through ensuring customer requirements for the services offered are determined and understood (whether fully specified or not). Customer satisfaction is monitored using appropriate & documented measures. (4.3.1) The environmental aspects of the business have been considered in relation to activities, products and services. These are identified as aspects that can be controlled or influenced and aspects that can have a significant impact on the environment. The process for the identification, determination of significance and impact of these environmental aspects is documented in Environmental, Legal & Communication Aspects Procedure MP Quality and Environmental policy (4.2) A Quality and Environmental Policy has been produced, reviewed and approved to ensure it is appropriate to the business, demonstrates commitment to the achievement of quality and supports continual improvement. The policy is also used to provide a framework for quality objectives. The policy is shown in Appendix 2 and a signed copy of this policy statement is displayed and is communicated to all staff. The policy is made available to the public via the PMC Soil Solutions web site and is reviewed at periodic Management Review. PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Confidential Page 7 of 25

8 5.4 Planning Quality and Environmental Objectives, Targets and Programmes (4.3) Measurable objectives have been formulated and communicated to all personnel as appropriate. Procedures, processes and management system controls have been developed to help ensure that these objectives are met. The results of management system effectiveness and customer satisfaction monitoring is analysed and reviewed in conjunction with these objectives. (4.3.3) Specific environmental objectives and targets have been documented and communicated. These objectives are measurable (where practicable) and include commitments to prevention of pollution, compliance with applicable legal requirements and continual improvement. Targets and objectives in relation to the Quality & Environment management system are set & monitored via Management Review. Review of objectives takes into account significant environmental aspects, technology, operational and business requirements and inputs from interested parties Management system planning Planning activities are undertaken to ensure the requirements for quality will be met through the implementation & improvement of the management system. This includes maintaining the integrity of the system during any significant changes. (4.3.3) A programme for achieving environmental objectives has been established. This includes responsibilities, time scales and methods and is appropriately maintained. This is supported by an Environmental Aspects and Impacts Register. (4.3.2) The identification of applicable legal requirements and their application & compliance in relation to environmental aspects of the organisation is managed in accordance with Environmental, Legal & Communication Aspects Procedure MP08 and an associated Environmental Legislation Register. 5.5 Responsibility, authority & communication Responsibility & authority The responsibilities of key staff are generally defined by job role description or contract of employment. Core responsibilities are detailed below. Individual operational responsibilities of other personnel are defined in the relevant operational procedures. Managing Director The PMC Soil Solutions Managing Director is ultimately responsible for quality of service delivery and ensuring all Company employees are aware of the Company's Quality & Environmental Policy. Responsibilities include the following:- Establishing the long-term strategy and policy for the company s operations. Ensuring that the company has the competence and resources to fulfil its business and management system objectives, and to deliver against strategy. Monitoring, measurement, analysis, review and improvement of the performance of the company s operations against the core measurable quality and environmental objectives, and against the overall company objectives. Health and Safety as defined within the company Health & Safety Policy. PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Confidential Page 8 of 25

9 Provision of adequate personnel and resources to meet the company aims and policies. The Managing Director deputises for the Management Representative in their absence (Deputy MR). Senior / Contaminated Land & Waste Consultants Senior / Contaminated Land & Waste Consultants are responsible for the operational activities both within the company and on-site locations. This includes quality of work, allocation of suitably trained and qualified staff, adherence to set procedures, coordination of all site related activities / requirements, including Health and Safety concerns and Legislative and Regulatory requirements. Where some of the above is delegated to other staff, this is identified in related procedures. Operations Manager The Operations Manager is responsible for operational activities in relation to the haulage fleet within the company and on-site locations. This includes quality of work, adherence to set procedures, co-ordination of all site related activities / requirements, including Health and Safety concerns and Legislative and Regulatory requirements including the verification of appropriate Duty of Care documentation for PMC waste disposal activities.where some of the above is delegated to other staff, this is identified in related procedures. Transport Manager The Transport Manager is responsible for allocation of vehicles / drivers for waste collection and disposal activities and the management of the company vehicle fleet. This includes overseeing the maintenance of vehicles including internal pre-use checks, vehicle repair and regulatory (VOSA) inspections. Responsibilities also include the verification of appropriate Duty of Care documentation for PMC waste disposal activities. Purchasing / Administrators The Purchasing / Administrators are responsible for purchasing and purchasing related activities. This includes; office / general consumables, health and safety standard issue items (Clothing, PPE etc), subcontract services, supplier evaluation, and the integrity, storage & stock control of deliverables, including the implementation of a stock rotation regime. The Purchasing / Administrators are also responsible for assigning Job References / Numbers, review, collation and filing of job related documents / correspondence and general office administration duties. Health and Safety Manager (Subcontracted Specialist) The Health and Safety Manager is responsible for: Supporting the Implementation of the company s Health and Safety regime as dictated by legislative directives. Advising senior management and concerned parties of new and changes in Health and Safety legislation, codes of practice and industrial related standards. Providing interpretation and advice on the implementation of new legislation and changes to existing legislation. Investigating, recording and reporting service-related accidents, near misses and individuals ill health potentially resulting from work undertaken. Reporting details of accidents, dangerous occurrences or diseases that are notifiable to the enforcing authority. Liaising with external organisations, including emergency services etc, as applicable. PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Confidential Page 9 of 25

10 The role of H&S Manager may be outsourced to an Approved Supplier. Local Health and Safety Representative The Local Health and Safety Representative is the Head of Contaminated Land & Waste Resources and is responsible for: Providing local (internal) coordination of Health and Safety matters on behalf of the MD. Coordinating H&S issues with the Health and Safety Manager as required, i.e. where their judgement suggests that additional guidance, skill or expertise is required. Implementation of the company s Health and Safety regime as dictated by legislative directives and the company s Health and Safety Policy. Ensuring safe working practices are satisfactorily implemented and supervised as appropriate to individuals understanding and training. Developing generic Risk Assessments and Method Statements for site-based operations for PMC employees. Undertaking site risk assessments. Maintaining dialogue with employees with respect to health and safety concerns, issues and in-house training. Advising the MD and concerned parties of changes in Health and Safety legislation, codes of practice and industrial related standards as advised by the H&S Manager. Advising the H&S Manager of any incidents, accidents, dangerous occurrences, notifiable diseases and occupational hazards. Internal Auditor The Internal Auditor is responsible for auditing management system processes and reporting audit findings to the Management Representative and MD. The role of the Internal Auditor can be held by the MR, nominated employees and external consultants, provided that they are objective and independent from the activity being audited (within the constraints of the organisation). Audits will include those carried out at other PMC offices / yard and site audits as required. Other Employees It is the duty of all employees to act within the legal responsibilities imposed upon them and the company Environmental and Health and Safety Policies. All employees are familiar with the environmental policies and procedures of the company. Visitors / Business Partners Business Partners, where appropriate, are made aware of the Environmental Management System, company policy and procedures. During their time on PMC Soil Solutions sites, all visitors are to conduct their business with due consideration to create a minimum impact on the environment and observe the PMC Soil Solutions Environmental Policy. Additional responsibilities are described in the company Management Procedures and Operational Procedures. A list of these is in Appendix 1 of this manual. PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Confidential Page 10 of 25

11 Appropriate resource is made available for the essential implementation, maintenance and improvement of the integrated management system. The company organisational structure is shown below: Company Organisational Structure Managing Director Paul Cordrey (Deputy MR) Finance Office Administration and Purchasing Business Administration Operations Manager Transport Manager (Fleet Office Local H&S representative) Drivers Head of Contaminated Land & Waste Resources (Q&E Management Representative (MR) and Local H&S representative) Contaminated Land & Waste Consultants Quality & Environmental Consultant and Internal Auditor (Consultant) Health & Safety Manager (Consultant) Management Representative The Management Representative (MR) is the Head of Contaminated Land & Waste Resources. In addition to other responsibilities, the MR has the authority and responsibility for the implementation and maintenance of the QEMS in accordance with ISO 9001 & ISO14001 requirements. In this respect, the Management Representative has general responsibility for: Implementation, operation and maintenance of the QEMS Reporting the effectiveness of the QEMS to the Management Team Promoting customer awareness throughout the organisation Identifying areas of business and QEMS improvement Facilitating the implementation of preventive and corrective actions (4.4.1) With regard to environmental management, the Management Representative responsibilities also include: Advising the company on all matters relating to Environmental Management. Co-ordinating the application of the Environmental Management System. Promoting and supporting the supply of information on environmental matters to all staff. Monitoring and keeping records of waste disposals. Monitoring and keeping records of energy consumption. Liaising as required with all enforcing agencies and acting as the company s contact with those agencies. PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Confidential Page 11 of 25

12 Co-ordinating the Environmental Impact Assessment of the company and recording of this in an Environmental Aspects Register. Oversee investigation of any environmental incidents. The MR is also responsible for the maintenance and calibration of measuring equipment (vehicle fleet maintenance is overseen by the Transport Manager) Communication (4.4.3) The MR ensures that information regarding the performance and effectiveness of the Management System is communicated to the organisation. Key business information, performance against targets and effectiveness of the MS is communicated to the Management Team at quarterly meetings. This information is cascaded throughout the company as appropriate by hardcopy and electronic means. The process for internal communication of environmental requirements and the management of external environmental communications is documented in Environmental, Legal & Communication Aspects Procedure MP Management Review General The continued suitability, adequacy and effectiveness of the MS is reviewed by Senior Management at least annually. This will include an assessment of any improvement opportunities and the need for any changes to the MS, including policy and objectives. A record of all Management Review Meetings is maintained Review Input (4.6) The review inputs include, but are not limited to: Follow up actions from previous reviews Results of internal audits Customer feedback / communication from external interested parties, including complaints Process performance & service conformity Organisational environmental performance and the extent to which objectives and targets have been met Status of corrective and preventive actions Changes affecting the Management System, including those related to environmental aspects Improvement recommendations Review Output The outputs from this review will include actions & decisions in relation to:- Improvements in the effectiveness of the MS Possible changes to environmental policy, objectives and targets Required resources / training requirements Required audits Customer service and delivery improvements Further details are given in the Management Review procedure, MP03. PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Confidential Page 12 of 25

13 6.0 Resource Management 6.1 Provision of Resources Senior Management are responsible for providing the necessary resources in terms of both personnel and equipment to ensure that the processes outlined in the MS are carried out throughout the entire service realisation process. Trained auditors are used to ensure that the MS is followed and that improvements that enhance customer satisfaction are carried out in a controlled manner. Auditing is carried out by personnel independent of the process being assessed. 6.2 Human Resources General (4.4.2) It is PMC Soil Solutions policy that personnel performing work affecting quality are competent based on appropriate education, training, skills and experience. This is verified through audit and training records. Conformity to product / service requirements may be affected directly or indirectly by personnel performing any task within the quality management system Competence, Awareness and Training The resource and competency requirements for tasks or roles that affect quality are evaluated and recorded by way of job descriptions / contracts of employment and the relevant quality records i.e. training & personnel records. Control of the training process is in accordance with procedure Resource Management MP04. All new employees are taken through an induction process to comply with quality, environmental and health and safety requirements. The induction also covers company background, product awareness and customer familiarisation. Training is available for all employees and is planned and recorded by the use of individual training records. The effectiveness of both internal and external training is evaluated and recorded, and follow up actions are implemented as required. A review of training effectiveness and ongoing requirements is carried out at least annually and training records are maintained. The effectiveness of training carried is recorded and evaluated through the competence that has been achieved. 6.3 Infrastructure All functional areas are provided with the infrastructure required to achieve conformity to business and quality requirements. This includes buildings, workspace, equipment, vehicles, communications, information systems and supporting services. The suitability of buildings, equipment and workspace is reviewed during Management Review and periodic internal management meetings. PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Confidential Page 13 of 25

14 A waste haulage fleet is based at a dedicated haulage yard site. The management of the vehicle fleet is overseen by the Transport Manager and this includes maintenance and inspections in accordance with VOSA requirements. 6.4 Working environment Appropriate working environments have been considered and implemented in achieving service conformity. These include appropriate office space, IT infrastructure, utilities & facilities. Health and safety issues are considered and appropriate practices implemented to ensure safe working conditions. The term "work environment" relates to conditions under which work is performed including physical, environmental and other factors (such as noise, temperature, humidity, lighting, or weather). The waste haulage fleet is also consider a working environment and is managed accordingly through planned maintenance programmes. 7.0 Product and Service Realisation 7.1 Planning of Product & Service Realisation Planning of product and service realisation is carried out at the initial phase of a major contract or the introduction of a new product or service. This process may include the review and planning of quality and environmental objectives & requirements for the product or service, the documents & resources required, identification of acceptance criteria and the records required to demonstrate product and service compliance. Operations associated with identified environmental aspects are identified and planned to ensure they are carried out under specified conditions. The planning of service realization includes the required verification, validation, monitoring, measurement, inspection and test activities specific to the service and the criteria for service acceptance. 7.2 Customer Related Processes Determination of Customer Requirements PMC Soil Solutions review all enquiries and orders received from customers to ensure that their requirements can be met in full and any ambiguities resolved. In addition statutory, regulatory and environmental requirements are regularly reviewed to ensure that current processes are capable of producing services that are safe to use, environmentally friendly and generally fit for purpose. Determination of service requirements also includes the statutory and regulatory requirements applicable to the product or service and any additional requirements considered necessary by PMC. This may include post service delivery activities. Post delivery activities may include actions under contractual obligations such as ongoing consultancy and associated support services Review of Customer Requirements PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Confidential Page 14 of 25

15 All customer enquiries and orders are reviewed to ensure that requested service and delivery requirements can be satisfied. Orders or enquiries for new or non-standard services are reviewed and referred to the Managing Director to establish whether current processes and controls are suitable. Any changes to order requirements are reviewed and communicated to other functions within the company. Records of these reviews are maintained. Further details are given in procedure MP05, Customer Processes Customer communication Product and service information is supplied to customers via web site, brochures, and through direct sales and personal contacts. Communications such as enquiries, quotes, orders and amendment details are appropriately stored and identified by customer and contract number. Customer feedback is proactively sought via direct contact and satisfaction monitoring. Complaints are documented & recorded in accordance with MP11, Monitoring, Measurement and Improvement. 7.3 Design and Development Excluded no design or development activities are currently carried out by PMC Soil Solutions. 7.4 Purchasing Evaluation & Selection of Partners & Suppliers Suppliers and subcontractors are selected on their ability to provide quality goods and services, delivered on time and at the right price. All suppliers, including outsource partners, are subjected to a supplier quality assurance process. The level and depth of this process depends on the impact the supplied product or service has on service realisation or environmental aspects. A list of approved suppliers and subcontractors is maintained and their performance monitored. Subcontractors are reviewed on an annual basis to establish their suitability to act on behalf of PMC Soil Solutions. PMC Soil Solutions realise the importance of fostering good supplier relationships. All key suppliers have been made aware of the market demands in terms of quality, environmental & regulatory requirements, delivery and price and they are encouraged to highlight any concerns they may have about meeting these requirements. The criteria for selection and evaluation of suppliers are contained in the Purchasing Procedure MP06. PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Confidential Page 15 of 25

16 7.4.2 Purchasing Information Written purchase orders are used for the purchase of all key goods and services. Where appropriate, order numbers are generated and recorded via purchase order administration Purchase order information contains sufficient details to accurately describe the product or services ordered, and will be supported by detailed purchasing requirements such as supply agreements or specifications where appropriate. Approval of purchase orders is in accordance with Purchasing Procedure MP Verification of Purchased Product Suitable verification documentation is requested from suppliers as appropriate. This documentation is requested via the purchase order and can include certificates of test / analysis and associated data. If required within the contract, arrangements for the customer to verify purchases and subcontracted work will be written into the purchase order. Where appropriate, an incoming inspection will be carried out in accordance with Purchasing Procedure MP Production & Service Provision Control of product and service provision The Company identifies, plans and ensures that all activities which directly affect quality of services are performed under controlled conditions. This includes:- The use of work instructions (where necessary). Monitoring and verification of products and services Standard working methods. Identification of standards of acceptable work to be achieved by staff Validation of processes Generally excluded since the output from service provision processes are verified through subsequent monitoring or measurement. The capabilities of all service processes are monitored however to achieve ongoing improvement and re-validation. Records are kept of all disposal activities to demonstrate conformance of service Identification and Traceability A unique Contract Number is allocated to each project and this is used to identify all related work and reports. A quote number is allocated on receipt of an enquiry and this is linked to the contract number. The contract number is recorded on all documentation associated with that individual project and affords trace-ability throughout initial contact through to final report and any disposal activity. PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Confidential Page 16 of 25

17 Chain of custody test schedules are used and these cross-reference contract numbers. Where appropriate, daily logs are also maintained which record site activities, number of waste / material loads and site photos. This is supported by waste transfer tickets either written out by PMC or the site contractor. Vehicle records will also include traceable information including all appropriate maintenance records, VOSA plating certificates and tachometer data Customer property When customer s property, site, material, samples, equipment etc. are made available to the company, they will be treated as a supplier for the purpose of the Management System requirements. Customer s property that is lost, damaged or otherwise unsuitable for PMC service provision activity is recorded and reported to the customer & senior management. All employees are responsible for taking care of customer s property at all times. Free issue material or property is treated as if received from a supplier. Customer property can also include personal data. Further details of product & service provision, identification & trace-ability and customer property can be found in Service Provision & Operations Procedure MP07 and associated PMC Soil Solutions process documents Preservation of product Appropriate processes for the handling, storage, identification and protection of sample materials during the service provision processes are implemented, including those by material analysis partners. This includes delivery to the intended destination in order to maintain conformity to requirements. PMC Soil Solutions is an Environment Agency registered waste carrier. Site materials are sampled and packaged in an appropriate and established safe and recognised manner to ensure that no damage or deterioration occurs. Vault samples may also be maintained for all strata / bulk classifications. Protective garments and appropriate handling equipment is used during the waste classification consultancy and waste remediation processes to protect personnel and preserve the conformity of the service provision activity at all times. All material items are handled safely and carefully so that no deterioration occurs during sampling or transportation to their destination. Protective clothing is worn at appropriate stages during the site activities PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Confidential Page 17 of 25

18 7.6 Control of Monitoring and Measuring Devices Maintenance and calibration of monitoring and measuring equipment owned by PMC Soil Solutions is logged on the electronic equipment log. The equipment log is maintained by the MR. Maintenance and calibration of monitoring and measuring equipment is undertaken as per the manufacturers requirements and/or to National or International Standards by approved suppliers. The test and analysis subcontractors used for material analysis are UKAS approved laboratories and equipment calibration is traceable to National or International Standards. Control / verification of haulage fleet monitoring equipment (e.g. Tachometer inspection / calibration) is carried out against planned maintenance programmes. Further details of monitoring and measuring equipment can be found in Service Provision & Operations Procedure MP07 and associated PMC Soil Solutions process documents. 8.0 Measurement, Analysis and Improvement 8.1 General (4.5) Monitoring, measurement, analysis & improvement activities are implemented to demonstrate conformity of processes and services from initial Customer contact through to final acceptance of implemented services. Environmental objectives and targets have been established, implemented and maintained and programmes for achieving these objectives documented. Monitoring, measurement, analysis & improvement processes will also be implemented to demonstrate conformity & potential improvement of the quality & environmental management system. Further details are given in the Monitoring, Measurement & Improvement Procedure MP11, which includes Corrective and Preventive Action. 8.2 Monitoring and Measurement Customer Satisfaction The requirements of the customer are taken into account at all stages of service delivery, by the recording of customer acceptance, and monitoring of customer satisfaction. This is achieved by regular customer contact, monitoring of feedback and customer satisfaction surveying in accordance with Procedure MP11. Customer satisfaction monitoring may include data on delivered product and service quality, user opinion surveys, lost business analysis, compliments and claims. The data obtained from the above monitoring is reported in the form of metrics detailing customer satisfaction against targets set out by management review Internal audit PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Confidential Page 18 of 25

19 (4.5.5) Internal audits are performed periodically to verify the use and effectiveness of the Quality and Environmental systems. The audit programme is planned & published, taking into account the status & importance of the processes to be audited as well as previous audit results. Records of the audits and their results are maintained and any necessary corrections and corrective actions are taken without undue delay to eliminate detected nonconformities and their causes. Internal audits are carried out in accordance with Internal Audit Procedure MP Monitoring & measurement of processes and services Monitoring & measurement of processes is implemented to demonstrate their ability to achieve planned results. Where planned results are not achieved, corrective action is taken in a timely manner. Where a process can be monitored & measured directly, it will be conducted through measurement of process characteristics. A process that is unsuitable for direct measurement will be monitored through activities such as internal audit & review of customer satisfaction data (where appropriate). The trends recorded through process monitoring & measurement is reviewed at management reviews. The monitoring and measurement of operations that can have a significant environmental impact is also documented in Procedure MP11 and associated environmental aspects, objectives and targets records. The monitoring of service conformity is also supported by planned quality control inspection and tests are carried out and recorded through the various service process stages and final release. 8.3 Control of Nonconformity Certain aspects of PMC Soil Solutions operations are in relation to the provision of services to the construction industry for the removal and subsequent disposal of nonconforming products and materials. This includes operations required / identified by the client (treatment or disposal of hazardous or contaminated material) as a nonconformance associated with clients operations & activities. Where a non-conformity is identified with the activities and services provided by PMC Soil Solutions, these will be recorded, investigated and acted upon as appropriate. All such instances are subject to review in line with the degree of concern. Records of non-conformity are maintained and analysed as part of Management Review. Products or services are reviewed by authorised staff in order to determine any remedial action & any remedial work is subsequently inspected. In the unlikely event that a service may not fully meet specified requirements, this will be reported on a concession (quality & environmental report). Records of concessions will be held by the Management Representative. Haulage fleet non-conformities identified through daily checks are recorded along with issue resolution. Issues identified via other periodic / statutory inspections are recorded via service sheets. PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Confidential Page 19 of 25

20 Further details are also contained in procedure the Monitoring, Measurement & Improvement Procedure MP11. Where non-conformity has an environmental aspect or has resulted in an emergency situation that has an environmental impact, this will be dealt with in accordance with Emergency Response Procedure MP Analysis of Data and Evaluation of Compliance Appropriate data is collected and analysed to demonstrate the effectiveness of the management system processes & the evaluation of where improvements in the system can be made. The data generated from monitoring & measurement or other relevant sources is analysed to provide performance information relating to; a) Customer satisfaction b) Conformity of services c) Trends / characteristics of processes / services & preventive action opportunities d) Supplier performance (4.5.2) Evaluation of compliance with applicable legal and associated environmental requirements is also carried out and recorded on a periodic basis, primarily through the Management Review process. 8.5 Improvement Continual Improvement Opportunities for continual improvement will be identified through the review of quality and environmental policy, objectives, audit results, analysis of data, corrective and preventive actions and management review. Improvements identified and implemented, and the resulting benefits are monitored and the results reported at the Management Review Corrective Action Any non-conformities will be analysed to develop corrective actions that eliminate cause & prevent recurrence. Monitoring, Measurement & Improvement Procedure MP11 outlines requirements for: Reviewing non-conformities, including customer complaints Determining the cause of non-conformities Evaluating the need for action to prevent re-occurrence Determining & implementing action needed Recording results of action taken Reviewing the effectiveness of corrective action implemented Customer complaints are recorded via the Quality & Environmental Reporting system & are prioritised in accordance with any environmental impacts. The effective and timely implementation of corrective actions and complaint resolution is monitored PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Confidential Page 20 of 25

21 8.5.3 Preventive Action A review of key processes will be conducted through audit or as indicated by quality & environmental data. This review will be used to identify & eliminate potential nonconformities. The implementation and maintenance of effective procedures and equipment is also part of preventive action planning. Development of preventive measures also occurs as part of the service provision and contract planning process (risk analysis). Risk assessments are produced for all new service operations / contracts. In addition, a process of continuous review is applied to all services and processes to identify possible improvement opportunities. The review process includes the review of the effectiveness of any preventive actions taken. Further details of Corrective & Preventive action is given in Monitoring, Measurement & Improvement Procedure MP11. PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Confidential Page 21 of 25

22 Appendix 1 Index of Management System Procedures MP01 MP02 MP03 MP04 MP05 MP06 MP07 MP08 MP09 MP10 MP11 Control of Documents Procedure Control of Records Procedure Management Review Procedure Resource Management Procedure Customer Processes Procedure Purchasing Procedure Service Provision and Operations Procedure (includes Control of Equipment) Environmental, Legal & Communication Aspects Procedure Emergency Preparedness and Response Procedure Internal Auditing Procedure Monitoring, Measurement & Improvement (Includes Control of Non-Conformity Corrective and Preventive Action) Operational Procedures OP01 OP02 Environmental Aspects Operational Procedure Duty of Care Operational Procedure PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Confidential Page 22 of 25

23 Appendix 2 Quality and Environmental Policy PMC Soil Solutions is an expert consultancy specialising in the identification and classification of Brownfield and Greenfield waste through specialist site investigation and in depth analysis of the resulting data. PMC Soil Solutions also provide technical assistance and waste haulage in regards to the disposal of waste, especially problematic waste streams. Protection of the environment in which we live and operate is part of PMC Soil Solutions values and principles and we consider it to be sound business practice. Care for the environment is one of our key responsibilities and an important part of the way we do business. In this policy statement we commit our company to: Meet and aim to exceed our clients requirements and expectations; Comply and demonstrate good practice with all environmental legislation, regulations and approved codes of practice relevant to the business; Protect the environment by striving to prevent and minimise our contribution to pollution of land, air, and water; Seek to keep wastage to a minimum and maximise the efficient use of materials and resources; Manage and dispose of all waste in a responsible manner; Provide training for our staff so that we all work in accordance with this policy and within an environmentally aware culture; Regularly communicate our environmental performance to our employees and other significant stakeholders; Develop our management processes to ensure that environmental factors are considered during planning and implementation; Encourage any subcontractors or associated contractors to be more environmentally aware, preferably by holding the ISO accreditation. Monitor and continuously improving our environmental performance. Continue to improve the effectiveness of our integrated Quality Management system. To assist with the above, PMC Soil Solutions has implemented an integrated Management System that to certified to the requirements of ISO 9001:2008 and ISO14001:2004. Meeting these standards is the responsibility of the entire team. PMC Soil Solutions is therefore committed to working with all stakeholders to support effective operation of the company s Quality and Environmental Management System and the achievement of goals and of specific Quality and Environmental Objectives. The policy statement will be regularly reviewed and update as necessary. The management team endorses these policy statements and is fully committed to their implementation. (Original signed copy held in office). PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Confidential Page 23 of 25

24 Appendix 3 - ISO14001 & ISO9001 Document Relationship 14001/ (9001) Ref Doc Req Doc Req. Doc Ref Doc Type / Title (4.2.2) - Y QEM Quality & Environmental Manual 4.2 (5.3) Y Y QEP Quality & Environmental Policy (5.4.1) Y Y EA Table / Q. Obj Objectives Targets & Programmes / Quality Objectives Y Y MP01 Document & Record Control Procedure (4.2.3) Y Y MP02 Control of Records Procedure (4.2.4) 4.6 (5.6) - - MP03 Management Review Procedure (6.2, Y - MP04 Resource Management 6.3 & 6.4) (7.2) - - MP05 Customer Processes (7.4) Y - MP06 Purchasing Procedure Y - MP07 Service Provision & Operational Control (7.5.1) (7.6) - Y MP07 Service Provision & Operational Control (including Control of Equipment) Y - MP08 Environmental Aspects Procedure Y - MP08 Legal & Other Requirements Procedure Y - MP08 Environmental Communication Procedure Y - MP09 Emergency Preparedness & Response Y Y MP10 Internal Auditing (8.2.2) (8.2) Y - MP11 Monitoring, Measurement & Improvement Y - MP11 Monitoring, Measurement & Improvement (8.5) Y Y MP11 Monitoring, Measurement & Improvement Note: Procedures identified with a Y in the Doc Req columns above are those that are required / compulsory under ISO14001:2004 and/or ISO9001:2008. Related Records, including those additional records required by ISO14001:2004 are listed in a Records Table referenced from MP02. PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Confidential Page 24 of 25

25 Appendix 4 Process Interaction Diagram Quality Assurance Document Control (MP01), Control of Records (MP02), Management Review (MP03), Control of Equipment (MP07) Support Processes Resource Management (MP04), Purchasing (MP06) Service Provision & Operations inc. Fleet Management (MP07) Customer Support Processes Business Planning Customer Processes (MP05) Environmental Aspects & Impacts Register Service Delivery & Acceptance (MP07) Monitoring, Measurement, Improvement & Internal Audits (MP10 & MP11) Environmental Legislation Register Environmental Aspects, Legal Requirements & Comms (MP08) Emergency Preparedness & Response (MP09) Customer Communication (MP05), Customer Satisfaction (MP11) PMC Soil Solutions Q&E Manual - Issue 10.2 May 2016 Page 25 of 25