Quality Management System Plan

Transcription

1 Quality Management System Plan Rev. 2 February, 2004 Shaw Environmental & Infrastructure, Inc Essen Lane Baton Rouge, LA 70809

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4 Page iii Rev. 2 Table of Contents PAGE Approvals Quality Policy & Commitment Table of Contents i ii iii Quality Management System 1 Management and Organization 2 MANAGEMENT RESPONSIBILITIES 2 ORGANIZATION 2 Work Processes 3 WORK STAGES 3 PLANNING 3 PERFORMANCE 3 VERIFICATION 3 KEY SUPPORT ACTIVITIES 4 DOCUMENTS AND RECORDS 4 Documents 4 Records 4 PURCHASING 4 Purchasing Documents 4 Supplier/Subcontractor Selection 4 Service or Product Verification 4 MEASURING AND MONITORING DEVICES 4 Assessment and Improvement 5 CONTINUAL IMPROVEMENT 5 ASSESSMENT 5 IDENTIFICATION AND CONTROL OF NONCONFORMANCES 5 CORRECTIVE AND PREVENTIVE ACTION 5 Glossary 6

5 Quality Management System Plan Page 1 Quality Management System Rev. 2 Quality Management System Shaw Environmental & Infrastructure, Inc. (Shaw E & I) provides innovative solutions for environmental and infrastructure projects across a broad array of government and private sector clients. These clients require quality services in accordance with various regulations, codes, and industry standards. Shaw E & I will perform work in compliance with all applicable requirements. In order to do this consistently, we have established a Quality Management System (QMS). The QMS is our management system to establish a quality policy and objectives, and to achieve those objectives. The Shaw E & I QMS includes the approach, activities, documents, and records required to direct and document the work we perform. In addition to the management principles defined in International Organization for Standardization (ISO) 9000:2000, the QMS is based on selected, applicable requirements defined in ISO The implementation and effectiveness of the QMS will be monitored, and improvements will be made as needed. Shaw s overall approach to quality is to thoroughly assess and understand customer requirements and needs, and subsequently to plan and perform work in a manner that meets those needs. We will use periodic assessment and continual improvement techniques to enhance the effectiveness and efficiency of our systems and processes. The QMS provides a framework for a consistent approach throughout Shaw E & I while allowing the flexibility necessary to address specific client needs and requirements. Because Shaw E & I delivers a broad range of services across multiple industries, the QMS allows quality processes and documents to be customized based on the type and complexity of the services and products provided. The QMS has four tiers of documents that define Shaw E & I systems and processes. These tiers make up a hierarchical set of requirements. Documents at each level must be consistent with requirements of all higher-level documents. The tiers are: Tier 1, Shaw E & I Quality Management System Plan The QMS Plan provides the overall structure of the QMS and establishes integrated processes for achieving client satisfaction and maintaining consistent, reliable work performance. The QMS Plan also defines the minimum requirements and general responsibilities for implementing the QMS. Tier 2, Shaw E & I Standard Operating Procedures Standard Operating Procedures prescribe the methods by which the company provides products and professional services and documents the results. Tier 3, Business Line Quality Plans & Procedures Business Line plans and procedures specify the methods for providing services and products for a specific business segment. These plans and procedures are developed only as needed. Tier 4, Program/Project-Specific Plans and Procedures This tier includes work plans, manuals, and instructions prepared to meet special client requirements. These documents take precedence over Shaw E & I documents for specific work. However, these documents must be consistent with the Shaw E & I Quality Policy and QMS Plan or a variance must be obtained through established processes. The remainder of this document is organized into four sections. The first three sections address broad categories of activities identified as [1] Management and Organization, [2] Work Processes, and [3] Assessment and Improvement. Each section addresses general requirements. Procedures provide specific requirements, methods, and details for each activity in these three categories. The final section provides a glossary of key words and terms that provides common definitions for the terms used within this document.

6 Quality Management System Plan Page 2 Management and Organization Rev. 2 Management and Organization Management Responsibilities Shaw E & I Senior Managers are responsible for communicating the Quality Policy, implementing the requirements of this QMS Plan, and periodically reviewing the QMS for continuing suitability, adequacy, and effectiveness. Senior Managers are also responsible for the following activities that support the QMS: Communicating the importance of meeting customer, regulatory, and legal requirements Providing the resources (including competent personnel and appropriate tools) requisite to perform work that meets or exceeds requirements and achieves client satisfaction Providing appropriate and effective communication processes within the organization Conducting management reviews of systems, processes, and work performed Developing a plan and schedule for establishing measurable quality objectives that are consistent with the Quality Policy assigned responsibility and authority for the following QMS duties: Developing and maintaining this QMS Plan Establishing, implementing, and maintaining quality processes Reporting to Senior Managers regarding the QMS implementation, the overall quality performance of the company, and the need for improvement of the QMS Promoting awareness of the QMS throughout the organization Managers at all levels shall determine the skills and experience required for each job or task and shall assign qualified employees. Employee competency will be determined on the basis of documented education, training, skills, experience, and past performance. If needed to meet competency requirements, Shaw E & I will provide training to existing employees or take other actions to ensure that the work is properly performed. Organization Shaw E & I is organized into Business Lines consisting of multiple Business Units that provide services and/or products to specific business segments. Direct client work is typically performed as an individual project managed by an assigned Project Manager. Business Unit Managers are responsible for assigning appropriate personnel to manage projects or programs and for directing and controlling project activities under their purview. Each Project Manager is responsible for implementing the QMS on the project(s) he/she manages. Managers at all levels are responsible for defining and effectively communicating the organizational structure and individual responsibilities and authorities to Shaw E & I employees. The Shaw E & I designated management QMS Representative is the Director of Quality. This individual reports to the Chief of Operations and is

7 Quality Management System Plan Page 3 Work Processes Rev. 2 Work Processes Shaw E & I will produce and deliver products and services in a manner that provides the consistency and reliability required by the quality policy. We will achieve this through comprehensive planning, controlled work performance, and verification that requirements have been met. The following subsections outline requirements for the three work stages (planning, performance, and verification) and describe key support activities that may occur in any or all of the work stages. Work Stages PLANNING Activities shall be systematically planned, focusing on client requirements and needs. The purpose of planning is to accurately define and document project objectives and requirements, and to develop a technically sound and achievable approach to the work. Planning is an ongoing process that begins with proposal development and continues with contract award and project initiation. As changes occur during the course of the project, plans will be modified as needed. During all phases of planning, participants shall have access to pertinent information and shall consider the following: Scope of work Client requirements and expectations Definition of major activities Applicable regulations, codes, standards, and industry practices Type and quality of inputs needed for design, manufacturing, and construction operations Required approvals, permits, notifications, licenses, and/or professional registrations Results of planning activities shall be appropriately documented, reviewed, and approved. PERFORMANCE Managers shall assign personnel qualified for the work to be performed. Assigned personnel shall be provided with and shall use plans, technical standards, instructions, procedures, and drawings that are appropriate for the complexity and/or risk of the work they perform. Procedures and instructions shall describe the method and action sequences by which each activity will be performed, as well as the responsibilities of the employees performing the activities. Procedures, instructions, and drawings should contain applicable acceptance criteria. Instructions, procedures, or drawings for engineering activities shall address design inputs, design outputs, design reviews, design verification, design validation, and control of design changes. Procedures, instructions, and drawings shall be prepared and approved prior to the start of work activities to which they apply. Employees shall document work to demonstrate conformance to requirements and to provide a record of work status, as appropriate for the work being performed. Upon completion, products and/or services shall be delivered or completion demonstrated, as required. Written reports shall be prepared and submitted in accordance with contractual requirements. Copies of reports and records prepared during work performance shall be maintained and, at the completion of work, transferred to the appropriate location for storage and retention in compliance with relevant records-retention policies. VERIFICATION Verification shall be performed to demonstrate that the completed work meets client requirements and needs. Verification methods can include design reviews, inspection, testing, and peer review. Verification activities shall be planned and carried out at appropriate times during work performance.

8 Quality Management System Plan Page 4 Work Processes Rev. 2 The level of verification and method employed shall be based on the following: Client and regulatory requirements Complexity of the product or service Risks and consequences of failure Results of verification activities shall be documented and approved in accordance with Shaw E & I and/or project-specific requirements. Employees assigned the responsibility for verification shall be independent of those who have direct responsibility for the work. Key Support Activities DOCUMENTS AND RECORDS Shaw E & I shall control and maintain documents and records that comprise the QMS. Documents include plans, procedures, and instructions that specify the work processes. Records include printed and electronic information and data prepared as part of work activities. Documents The review, approval, distribution, and revision of documents that specify work processes shall be controlled in an effective manner. The responsible party shall implement appropriate control measures to prevent the use of invalid and/or obsolete documents, such as documents that have been revised or replaced. Control measures may include the use of revision numbers, revision dates, expiration dates, electronic document management systems, and/or other appropriate practices Documents shall be periodically reviewed to ensure that they meet existing requirements and are adequate for the intended uses. Records Records sufficient to document performance or compliance with requirements shall be accurately and legibly prepared. These records shall be identified, stored, and protected in accordance with approved records management procedures that shall include retention and disposition requirements. PURCHASING Quality-related products and services shall be purchased using controlled processes. These processes shall include evaluating the supplier(s) or subcontractor(s), obtaining or developing accurate specifications or adequate criteria for acceptance, and verifying that the products and services meet the stated requirements. The processes shall include the following provisions. Purchasing Documents Purchasing documents shall describe the products or services being purchased and shall specify requirements and acceptance criteria. The individual requesting the products or services shall provide adequate detail to identify an acceptable product or service. The documents shall be reviewed for technical adequacy prior to placing an order with a supplier or subcontractor. Supplier/Subcontractor Selection Suppliers and subcontractors shall be selected based on their ability to supply the products or services in accordance with the requirements of the purchasing documents. Selection criteria shall include relevant technical abilities, experience, product or service quality, and past performance. Service or Product Verification Receipt inspection or other methods shall be used to verify that purchased products and services meet the requirements of the purchasing documents prior to their acceptance or use. Verification activities shall be documented, and nonconforming products or services shall be properly identified. MEASURING AND MONITORING DEVICES The cognizant or responsible manager shall establish and maintain an effective process for the control of measuring and monitoring devices that affect the quality of products or services. The control process shall provide the means for device identification, protection from damage and deterioration, and calibration and/or verification of calibration at specified intervals as appropriate for the required tasks. Calibration and verification shall be performed using appropriate materials or instruments that are traceable to national or international standards. Where no such standard exists, the basis for the calibration or verification shall be technically appropriate and shall be documented.

9 Quality Management System Plan Page 5 Assessment and Improvement Rev. 2 Assessment and Improvement Shaw E & I shall verify that our products and services meet requirements, and we shall continually pursue improvement of our processes. As part of our commitment and approach to continual improvement, we shall assess our systems, processes, and activities to identify nonconformances, deficiencies, inefficiencies, and opportunities for innovation. Each employee is authorized and responsible for bringing to management s attention quality issues identified during the course of work. Continual Improvement Shaw E & I will continually improve our QMS and other systems and processes. Audits, nonconformances, corrective and preventive action reports, and customer feedback will be reviewed periodically to identify trends that indicate where improvements are needed. Managers are responsible for streamlining the systems and processes they manage and for recommending to Senior Managers improvements needed to systems or processes outside of their control. shall take corrective action appropriate to the effects or potential effects of the identified problem. Corrective and Preventive Action Corrective and Preventive Actions to be taken in response to assessment results and nonconformances shall be monitored until each action is verified as complete and the action closed. Actions taken shall be appropriate for the effects of the nonconformance. Employees independent of the activity shall verify completed actions and document their verification. Assessment Audits, surveillances, and other appropriate forms of assessment shall be conducted of Shaw E & I systems, processes, and activities to determine whether they meet requirements and to evaluate their effectiveness and efficiency. Results of assessments shall be documented and provided to managers responsible for the assessed activities. Employees who perform quality audits shall be trained and qualified as required, based on the scope of the audit and the individual client requirements. Identification and Control of Nonconformances Employees shall identify products and services that fail to meet requirements and report them to management as nonconformances. Employees who identify a nonconforming product shall mark, label, and/or segregate the product to prevent unapproved use or delivery. If a nonconformance is detected after a product is delivered or used, or if a service rendered is determined to have been noncompliant, Shaw E & I

10 Quality Management System Plan Page 6 Glossary Rev. 2 Glossary Assessment A formally documented evaluation of the effectiveness of or compliance with the intent of an order, code, standard, or management system. Audit Systematic, independent, and documented process for obtaining audit evidence and evaluating it objectively to determine the extent to which audit criteria are fulfilled. (ISO 9000:2000) Corrective Action Action to eliminate the cause(s) of a detected nonconformity or other undesirable situation. (ISO 9000:2000) Client Satisfaction Clients' perception of the degree to which their requirements have been fulfilled. (ISO 9000:2000) Effectiveness Extent to which planned activities are completed and planned results achieved. (ISO 9000:2000) Inspection Conformity evaluation by observation and judgment, accompanied as appropriate by measurement, testing, or gauging. (ISO 9000:2000) Measuring Equipment Measuring instrument, software, measurement standard, reference material, or auxiliary apparatus or combination thereof necessary to perform a measurement process. (ISO 9000:2000) Nonconformity Non-fulfillment of a requirement. (ISO 9000:2000) Objective Evidence Data/information supporting the existence or verity of something. (ISO 9000:2000) Quality Plan Document specifying which procedures and associated resources will be applied by whom and when to a specific project, product, process, or contract. (ISO 9000:2000) Quality Policy Overall intentions and direction of an organization related to quality as formally expressed by senior management. (ISO 9000:2000) Record Document stating results achieved or providing evidence of activities performed. (ISO 9000:2000) Requirement A need or expectation that is stated, generally implied, or obligatory. (ISO 9000:2000) Specification Document stating requirements. (ISO 9000:2000) Senior Management/Managers Person or group of people who direct and control an organization. (ISO 9000:2000) For Shaw E & I this includes the President, Chief of Operations, Business Line Managers, and Business Unit Managers. Surveillance Monitoring and/or verifying methods, procedures, and/or processes for further assurance of effective implementation and suitability. Validation Confirmation through the provision of objective evidence that the requirements for a specific intended use or application have been fulfilled. (ISO 9000:2000) Verification Confirmation through the provision of objective evidence that specified requirements have been fulfilled. (ISO 9000:2000) Preventative Action Action to eliminate the cause of a potential nonconformity or other undesirable potential situation. (ISO 9000:2000) Quality Degree to which inherent characteristics fulfill requirements. (ISO 9000:2000) Quality Management System Management system to establish quality policy and objectives and to achieve those objectives. (ISO 9000:2000) Quality Objective Something sought, or aimed for, related to quality. (ISO 9000:2000)