ISO 9001 QUALITY MANUAL

Transcription

1 info@pai-france.com A. GENERALITIES Page : 1 / 19 ISO 9001 QUALITY MANUAL Field of activity: Supply of equipment for the oil, gas, petrochemical, food and pharmaceutical industries VALIDATION AND APPROVAL OF THE Name Position Visa Drawn up by: C. BAUDRY Quality manager Controlled and approved by: B. LASSARAT C.E.O DISTRIBUTION Name Distribution Company Date INTERNAL DISTRIBUTION EXTERNAL DISTRIBUTION This manual is the property of the company Produits et Accessoires Industriels. It may not be reproduced or disclosed to third parties without written permission from the CEO.

2 info@pai-france.com A. GENERALITIES Page : 2 / 19 A. GENERALITIES TABLE OF CONTENTS 1. Flyleaf (Validation, approval and distribution of the EHS quality manual) Page 1/19 2. Table of contents Page 2/19 3. Presentation of the company Produits et Accessoires Industriels Page 3/19 4. Permanent improvement of the Quality Management System Page 4/19 5. Procedure route map Page 5/19 6. Interaction between the processes Page 6/19 7. Updates Page 7/19 8. Applicable procedures Page 8/19 9. Exceptions Page 8/19 B. QUALITY MANAGEMENT SYSTEM 1. General requirements Page 9/19 2. Quality manual Page 9/19 3. Document control Page 9/19 C. MANAGEMENT RESPONSIBILITY 1 Management commitment Page 10/19 2. Customer focus Page 10/19 3. Quality policy Page 11/19 4. Responsibility, authority and communication Page 12/19 5. Management review Page 13/19 D. RESOURCES MANAGEMENT 1 Provision of resources Page 14/19 2. Human resources Page 14/19 3. Infrastructures Page 15/19 4. Work environment Page 15/19 E. SERVICE IMPLEMENTATION 1. Planning of service requirements Page 16/19 2. Customer-related processes Page 16/19 3. Design and development Page 16/19 4. Purchasing Page 16/19 5. Service preparation and achievement Page 17/19 6. Control of monitoring and evaluation devices Page 17/19 F. EVALUATION, ANALYSIS AND IMPROVEMENT 1. Monitoring and evaluation Page 18/19 2. Control of non-conformities Page 19/19 3. Analysis of data Page 19/19 4. Improvement Page 19/19

3 info@pai-france.com A. GENERALITIES Page : 3 / 19 PRESENTATION OF THE COMPANY Corporate name : Produits et Accessoires Industriels Legal form : S.A.S Capital : Address : Port 4008 Route du Hoc Gonfreville L Orcher Phone : Fax : info@pai-france.com Web site: French Fiscal Identification Number : Standard Industrial Classification : B Creation date: 24 December 1990 Contacts : C.E.O Quality Manager Business Manager Business Manager Business Manager Business Manager B. LASSARAT C. BAUDRY N. TERNON L. BRUNO M. MERLEVEDE C. BAUDRY Average staff size : 12 Average age : 40 Opening hours: Monday to Friday 8.00 a.m p.m. / p.m. IT Resources : LINE UP and SILOG softwares Agreement : ISO 9001 (since June 2011) Field of activity : Wholesale trade Activity : Import / Export / Industrial equipment and spare parts trading

4 info@pai-france.com A. GENERALITIES Page : 4 / 19 QUALITY MANAGEMENT PROCESS MODEL PERMANENT IMPROVEMENT OF THE QUALITY MANAGEMENT SYSTEM CUSTOMERS PLAN Management responsibility CUSTOMERS ACT Resources Management Evaluation, Analysis and Improvement Satisfaction DO CHECK Input Input Service implementation Output Requirements Service Customers sub-process Flow of information Value-Added activities

5 info@pai-france.com A. GENERALITIES Page : 5 / 19 PROCEDURE ROUTE MAP PROCESS MANAGEMENT C U S T O M E R S R E Q U I R E M E N T S M1 Internal audits Pilot : Quality Manager R3 Purchasing Quality and Business Managers M2 Permanent improvement Pilot : Quality Manager PROCESS REALIZATION R1 Identification of customers requirements Quality and Business Managers R4 Inspection / Delivery Quality and Business Managers & Axis SUPPORT PROCESS M3 Management review and data analysis Management R2 Review of customers requirements Quality and Business Managers M4 Customer focus and satisfaction Quality Manager R5 Invoicing Accounts Department Product C U S T O M E R S S A T I S F A C T I O N S1 Human Resources management Management S2 Document management Quality Manager S3 Risk management Management

6 info@pai-france.com A. GENERALITIES Page : 6 / 19 INTERACTION BETWEEN THE PROCESSES I : Incoming processes O : Outgoing processes I/O : Incoming and Outgoing M1 M2 M3 M4 R1 R2 R3 R4 R5 S1 S2 S3 M1 Internal audits I/O I/O I I I/O M2 Continual improvement M3 Management review and Data analysis M4 Customers satisfaction focus R1 Customers requirements identification R2 Customers requirements review R3 Purchasing I/O I/O I/O I/O I/O I/O I/O I/O I/O I/O I/O I/O I/O I I/O I I/O I/O I I/O I O I/O I/O I/O I I I/O I/O I I I/O I/O I I O I/O R4 Controls / Delivery I/O I I O I/O R5 Invoicing S1 Human Resources Management S2 Document Management I/O O I I/O I I/O I/O I/O I I/O I I/O S3 Risk Management I/O I/O I/O I/O I/O I/O I/O I/O I/O I/O I/O

7 info@pai-france.com A. GENERALITIES Page : 7 / 19 UPDATES Update Date Description Original Edition

8 info@pai-france.com A. GENERALITIES Page : 8 / 19 APPLICABLE PROCEDURES Ref. Titles P01.01 Document management P01.02 Computer and information systems management P01.03 Records management P02.01 Process management P02.02 Back-up document P04.01 Management of the requests for quotations P04.02 Enquiry to suppliers P04.03 Preparation of the quotations P04.04 Contract review procedure P04.05 Purchasing process P04.06 Material receipt and inspection of the goods P04.07 Final inspection and shipment of the goods P04.08 Invoicing P04.09 Evaluation and selection of the suppliers P04.10 Process achievement P05.01 Handling of non-conformities P05.02 Permanent improvement P05.03 Internal audit EXCEPTIONS Associated services: Not applicable. Outsourced process: Material receipt, storage and preparation of the goods before shipment to customers Design and development: Not applicable.

9 Last update : B. QUALITY MANAGEMENT SYSTEM Page : 9 / 19 SCOPE OF APPLICATION: The scope of application of the Quality Management System covers all activities and concerns all employees in the company. 1. GENERAL REQUIREMENTS 1.1. TOPIC The purpose of this section is to present all documents related to Quality Management in a hierarchical order QMS DOCUMENTS 1. Quality manual: Document describing the organization of the PAI Quality Management System in order to implement it according to ISO 9001 requirements. 2. Procedure: Description of one stage or activity of the Quality Management System process 3. Specification: Description of skills that enable PAI to perform an activity or a service 4. Form: Document allowing the treatment of data or information following a predefined procedure 2. The Quality Manual is: Drawn up by the Quality Manager Checked and approved by the C.E.O Distributed to the Managers, one copy being available to every employee The Quality Manager updates the Quality Manual every year. Its distribution may be internal or external / controlled or not (see ). 3. DOCUMENT CONTROL Applicable procedures: P01-01: Document management P01-02: Computer system management P01-03: Records management

10 Last update : 25-aug-2011 C. MANAGEMENT RESPONSIBILITY Page : 10 / MANAGEMENT COMMITMENT I, the undersigned, Bertrand LASSARAT, C.E.O of the company Produits et Accessoires Industriels, am aware of the imperatives of customers expectations as well as benefits resulting from a Quality Management System, Health, Safety and Environment (HSE), hereby commit myself without any reserve to develop the Quality Management system thanks to: The implementation of a quality policy An effective communication within the company with the aim to satisfy customers requirements The definition, the follow-up and the achievement of relevant objectives The identification and the management of our internal processes and sub-processes by using tools such as statistics and internal audits The organization of meetings and management reviews 2. CUSTOMER FOCUS The main objective of the Management is the customer s satisfaction. A system based on an effective Quality Management, safety as well as a performing environment will enable us to meet this goal by optimizing communication between both parties. The aim is to understand customers' current and future needs and to adapt our internal processes to meet their requirements. Therefore, the Management overlooks the procedure in place to gather information, identify, understand and manage customers needs. Data is reviewed and interpreted to adapt: The quality policy The objectives The processes The information related to customers satisfaction mainly comes from: Customers audits Customers visits (Direct communication) Market studies Satisfaction surveys Exhibitions Forums on web sites

11 Last update : 25-aug-2011 C. MANAGEMENT RESPONSIBILITY Page : 11 / QUALITY POLICY Our HSE quality policy is based on the satisfaction of our customers, employees, partners and shareholders. Continuous improvement of overall performance is a permanent objective in our organization. Innovation will boost our Quality, Safety and Environment system and will be the motor of our ambition: Always improve our performance to satisfy our customers by anticipating their needs. To achieve this goal, our HSE Quality policy should be shared and accepted by all. In this way, we will be able to identify and eliminate non conformities and allow our customers, partners, employees and shareholders greater satisfaction. An HSE Quality approach is above all an improvement approach. By adopting this position, our goal is to achieve 100% of satisfaction through: On-time deliveries Products and services of quality in accordance with applicable regulations and standards A dynamic organization based on active listening and customer focus The steady development of our technical expertise The safety of our customers and employees The knowledge of our environment as well as our capacity to adapt our processes to its evolution Having an independent point of view, the Quality Manager has full authority to implement the Quality, Safety and Environment policy. Meetings and Management reviews will enable us to constantly improve our way of working. Together, let s make this process a profitable, cheerful and professional experience! Bertrand LASSARAT

12 Last update : 25-aug-2011 C. MANAGEMENT RESPONSIBILITY Page : 12 / RESPONSIBILITY, AUTHORITY AND COMMUNICATION 4.1. ORGANIZATION CHART A nominative organization chart completes the general chart presented below. This chart is updated every time the composition of the team is changed, controlled during the Management review and approved by the C.E.O. C.E.O Office Manager Quality Manager Accountancy Quality Assistant Assistant Accountant Logistics Manager Business Managers European customers Algeria Area EXXON Contract Africa and Middle East areas Engineering contractor Product Manager Commercial Assistants Commercial Assistant Commercial Assistant 4.2. RESPONSIBILITIES AND AUTHORITIES The C.E.O s mission is to supervise the implementation of the overall management system presented in this manual. People whose responsibilities are described in this chapter have the task to implement and control the good application of the rules presented in this manual, within the limits of their competence.

13 Last update : 25-aug-2011 C. MANAGEMENT RESPONSIBILITY Page : 13 / MANAGEMENT REVIEW The management review is chaired by the C.E.O, scheduled every year and directed by the Quality Manager. The participants are: The C.E.O The Quality Manager After the meeting, the minutes are established by the Quality Manager and distributed to all participants.

14 D. RESOURCES MANAGEMENT Page : 14 / PROVISION OF RESOURCES 1.1. DEFINITION AND NEEDS ANALYSIS The Top Management provides the resources necessary to implement an efficient Quality Management System based on needs identified by members of the management. Those needs are analyzed during the Management review. Monitoring and effectiveness of the decisions taken are discussed during the quality meetings. The agenda may concern Human Resources (hiring a new employee or training, for instance), infrastructure or work environment MEANS The Top Management identifies the means, dedicates staff, and provides resources to Management members in charge of implementing and checking tasks including: The knowledge of standards and existing check-up procedure Adequate training to meet the needs of the function and / or workstation Enough time to do the work Infrastructures and equipment Work environment Written procedures The means of access to records Internal audits 2.1. SKILLS AND AWARENESS 2. HUMAN RESOURCES The required skills have to be defined in order to identify training needs. Job descriptions are therefore drawn up for each position. The managers continually check the complete adequacy between required skills and employees qualifications. A report is made during the Management review. Skills management is an ongoing investment which aims to meet customers needs. This management is based on the implementation of actions defined during the Management review or during quality meetings, according to the situation. Measures taken are checked and evaluated every year in terms of efficiency through the analysis of the development of skills of each employee.

15 D. RESOURCES MANAGEMENT Page : 15 / NEW EMPLOYEES Upon his arrival in the company, the new employee is welcomed by the Quality Manager who introduces him to the team and the company (premises, organization, for instance). The employee receives a factsheet which presents him with the quality management system (Documentation system, forms to be filled in, etc.) as well as the instructions to follow in terms of Safety, Health and Environment. A mentor is appointed to assist the integration of the employee and provide him with technical assistance. 3. INFRASTRUCTURES The company provides and maintains the infrastructures so as to implement efficiently the Quality Management System. Infrastructures include: Premises and workstations Computer hardware and work equipment Support services (such as logistics, information and communication systems) Infrastructure needs are directly expressed to the Top Management during the management review or during quality meetings. 4. WORK ENVIRONMENT Good working conditions and the supply of facilities necessary for the proper functioning of society such as water or electricity are implemented under the authority of the Management. Physical and environmental factors (temperature, noise, lighting, cleanliness) as well as risks linked to our activity are identified and controlled. Prevention measures are implemented in such a way to limit risks for our employees (See documentation: Identification of the risks for each workstation).

16 E. SERVICE IMPLEMENTATION Page : 16 / PLANNING OF SERVICE REQUIREMENTS The business planning is based on information entered in our software. The data administration is necessary to identify resources and ensure the delivery of customers orders. The business managers plan orders to meet customers needs. In addition, the software allows them to know at any time at what stage of the process the order is and when it is likely to be delivered. 2. CUSTOMER-RELATED PROCESSES Applicable procedures: P04-01: Management of the requests for quotation P04-02: Sourcing P04-03: Preparation and follow-up of the quotations P04-10: Realization process 3. DESIGN AND DEVELOPMENT Due to our activity, this chapter does not apply to our company. 4. PURCHASING Applicable procedures: P04-02: Sourcing P04-05: Purchasing process P04-09: Selection, evaluation of the suppliers P05-01: Management of non-conformities A list of suppliers within the company is regularly updated by the Quality Manager in accordance with the procedure P Receiving control is performed in accordance with Section F of this Manual

17 E. SERVICE IMPLEMENTATION Page : 17 / SERVICE PREPARATION AND ACHIEVEMENT Applicable procedures: P04-10: Process realization The service preparation is intended to prevent the occurrence of non-conformities thanks to the identification of the critical characteristics of the product. The service is managed by a computerized management system from which access is controlled. 6. CONTROL OF MONITORING AND EVALUATION DEVICES The knowledge of monitoring is based on management system, surveillance and evaluation and data analysis.

18 F. EVALUATION, ANALYSIS AND IMPROVEMENT Page : 18 /19 1. MONITORING AND EVALUATION 1.1. CUSTOMER SATISFACTION Customers satisfaction is measured by: Contacts with customers Customers assessment Customers feedbacks and requirements 1.2. INTERNAL AUDIT Applicable procedures: P05-03: Internal audits The whole information gathered within the company (Internal audit of the Quality System Management) will allow managers to check annually the good match between the quality management practices and the company (Application of the quality manual, procedures and the specifications) PROCESS MONITORING AND MEASUREMENT The efficiency of the process is regularly controlled during quality meetings thanks to the definition of methods based on the analysis of processes and their impact on the efficiency of the quality Management System. Indicators are identified, calculated and analyzed at each stage of the processes (Management, realization and support). Goals are defined, quantified and an action plan is implemented to achieve them MONITORING QUALITY OF SERVICE: MEASUREMENT AND ESTIMATION The controller AXIS checks each order to make sure that the right goods are delivered on time and in good condition. He also controls the good match between the delivery note, the shipping marks and draws up the receipt check list (MR). The Business Manager and Quality Manager are notified of any defective delivery or noncompliance. All these verifications provide evidence that the product meets customer requirements and has undergone the necessary checks.

19 F. MEASUREMENT, ANALYSIS AND IMPROVEMENT Page : 19 /19 2. CONTROL OF NON-CONFORMITIES Applicable documents: P05-01: Control of non-conformities product 3. ANALYSIS OF DATA The aim is to determine, collect and analyze data to demonstrate the effectiveness of the Quality Management System and identify areas for improvement. The analysis of this data provides information about: Customers satisfaction The compliance of the products The efficiency of those processes (management, realization and support) 4. IMPROVEMENT Applicable documents: P05-02: Permanent improvement The objective of permanent improvement is to correct or prevent all real or potential malfunctions for instance: not achieving quality objectives; differences detected in audit; non-satisfaction of the customers, inefficient processes. Any improvement action is recorded as a corrective or preventive action.