W-Q-SHEQ-MAN-0002 Electrilabs Business Process Manual

Transcription

1 1 Purpose of the This manual fulfils the role of an Integrated Business, and serves as the entry level document for the Electrilabs business management system; this manual is designed to ensure compliance primarily with the following standards: lso OSHAS It conveys management directives through policies, which is relevant to Electrilabs and provides forward direction to all documents relevant to the management system. 2 Scope of the 2.1 Applicability This manual primarily addresses the core business processes, unique to Electrilabs. These processes are structured in end-to-end processes in order to close the loops between functional processes. Furthermore it mentions all the support processes, which forms part of the company s services being delivered to its customers. Including in these processes are functions outsourced to suppliers. 2.2 Scope of integrated Business Management System Comprehensive PV Solar and integrated IT and power backup technology based solutions through the supply of products and services. 2.3 Exclusions lso9001 Clause Design and development Clause Validation of processes for production and service provision Remaining clauses excluded as it is not part of Electrilabs service delivery offerings. Issued by: MM van Zyl Effective Date: 14 FEB2010 Revision: 3.0 Page 1 of 14

2 3 Integrated Business Management Systems (IBMS) 3.1 MS Access The Electronic Business Management System is based on a MS-Access database with hyperlinks to all the disciplines of the company s operations and can be accessed by all Electrilabs staff linked to the local area network. It provides user friendly links to all documents as saved on the local server. 3.2 SHEQ process All the SHEQ process is also accessible via the MS-Access database and is used on a daily basis during the execution of work to and at our customers. Issued by: MM van Zyl Effective Date: 14 FEB2010 Revision: 3.0 Page 2 of 14

3 3. Resource Management 3.1 Provision Human Resources Resources have been appointed in the various positions that address the specific disciplines of the company. Where turn-key projects require additional expertise or manpower the contractors are appointed to address such needs. All employees and contractors of Electrilabs commit to providing a safety and quality driven service and product delivery to their respective clients and treat all co-workers, clients, suppliers and other stakeholders in a friendly, humane and respectful manner. K van Zyl Managing Director Ben van der Sandt Solar Installations Ad-Hoc Jean Cilliers BMS Systems Ad-Hoc Renay Mathebula Finance & Admin Nelis v Rensburg Sales + QA Rep Marinda v Zyl Operations + HR + PR Steve du Toit Service + H&S Rep Millcent Lekwene Admin Emily Senika Office Assistant R van Zyl Apprentice Misha van Zyl Call Centre Mandla Nhlapo Field Service + Workshop Handre Becker Electrician Frans Tshekiso Field Service + Workshop Mpo Ramaite Wireman + Field Service + Workshop Paulus Kunguane Assistant + Store man Thabo Chiloane Electrical Assistant + Workshop The organisational reporting and communication structure is documented in the Business Management System. The Operations Manager is responsible for the maintenance and applicability. Issued by: MM van Zyl Effective Date: 14 FEB2010 Revision: 3.0 Page 3 of 14

4 3.2 Infrastructure The company has acquired all the necessary statutory registrations, Supplier accreditations, equipment, tools, software and vehicles over the years to enable it to delivery an effective, quality driven service to its customers. This infrastructure is checked and maintained on an ongoing basis to ensure that the operation of the business remains safe and efficient at all times. 3.3 Work environment The work environment has been organised and established in such a manner to ensure that it is safe, addresses proper sanitary requirements as wells as a kitchen to the disposal of every employee. The work environment is also checked continuously to ensure that it remains in a safe condition for employees and visitors alike. Facilities and safety infrastructure available are: Personal Protection Equipment Fire Prevention infrastructure Evacuations Plans Visitor induction procedures First-Aid equipment Surveillance and security system Proper demarcation of work areas and escape routs A comfortable and safe public reception area 4. Roles, Responsibilities, and Accountabilities Employee responsibilities, authorities and accountabilities are documented in employment agreements, job description, staff activities, Key Performance Indicators (KPI) and the Quality Document Owner Register. HR owns the Performance management system which ensures the cascading of high level business objectives to operational levels. Process owners have been formally appointed being responsible for managing key functions within the business. These functions include: Technical Services Finance Sales Human Resource Management Issued by: MM van Zyl Effective Date: 14 FEB2010 Revision: 3.0 Page 4 of 14

5 5 Delegation of Authority The structure of the Delegation of Authority for financial and business matters is the responsibility of the MD, under the custodianship of the company Operational, HR and Financial Managers. All employees shall adhere to this authorisation structure. The Policy is owned by the Finance division. A typical Delegation of Authority is the Delegation of SHEQ Duties in accordance with Article 16.2 of the OSHAct. The Sales Manager is the appointed QMS Representative. Technical Manager is appointed as Health & Safety Representative. Financial Manager is the appointed as the Primary First Aider All personnel have also been trained and certified as first-aiders. 6 Objectives 6.1 The Safety Health Environment and Quality Policy (SHEq) and Objectives Electrilabs CEO has pledged on behalf of the management team committed to quality by signing the Sheq policy. Signed version of the Sheq Policy can be found in the main reception area of Electrilabs in Midrand. Issued by: MM van Zyl Effective Date: 14 FEB2010 Revision: 3.0 Page 5 of 14

6 Objectives have been set within each business unit as well as part of process definitions. All objectives align with strategic directions and the Quality Policy. The objective hierarchy further structure organisational objectives down to personnel level in the key performance indicators and is backed by registration and accreditation by the required statutory bodies. 7 Enterprise Model Integrated Business Processes The Enterprise model describes the high level Business processes and the relation between the processes. Issued by: MM van Zyl Effective Date: 14 FEB2010 Revision: 3.0 Page 6 of 14

7 The Business processes are divided into management, core and support business processes. A process owner is allocated to each process. The owner is responsible for defining, maintaining and improving the process. Issued by: MM van Zyl Effective Date: 14 FEB2010 Revision: 3.0 Page 7 of 14

8 7.1 Procedures, s and Policies The management processes are primarily assigned to members of management within the planning and control phases of business management. They consist of: Technical Sales Finance Operations Management HR 7.2 Document & Record management The control of documents includes creation of new documents and changes to documents. The processes information is provided in the following categories: Procedures Policies Process s Technical Standards and s These documents are stored and maintained on the Access database as well as the Company s server. All documents are Hyperlinked to it s location on the server for ease of access. Document registers are used by business units to identify responsibility in managing documents. Note: The Hyperlinks will not work unless the document is accessed form a computer with access to Electrilabs server. 7.3 Record Keeping Formal record keeping exist within the Access Database system being the primary application systems. Record control used within business units outside these systems are managed from record registers owned and managed by the relevant business units. The company s record keeping is governed by: Document Retention Policy Control of Document Procedure Control of Record Procedure Procurement Procedure Goods Received Procedure Issued by: MM van Zyl Effective Date: 14 FEB2010 Revision: 3.0 Page 8 of 14

9 8. Business Processes The business processes indicate the processes in the organisation used to support the business in delivering their products and services. These processes are not less important in our continual drive towards service excellence, but might be outsourced to a department within Electrilabs or an external entity. All support processes are allocated to a process owner in terms of authority and accountability. The core business processes indicate processes critical for the existence of the organisation which are executed by our staff contingent. 8.1 Planning of product realization The successful completion of projects generally requires the preparation of a Site file to ensure that projects are executed in a methodical manner. In cases where the customer solution entails a comprehensive deployment, a Site-File is prepared to ensure a smooth deployment of the project. This file addresses not only the Quality aspect surrounding a project, but also all health and safety aspects. The Site-File-Check-List has hyperlinks to all the required documentation, making it easy to prepare a file that is accurate (latest versions of all attachments. Issued by: MM van Zyl Effective Date: 14 FEB2010 Revision: 3.0 Page 9 of 14

10 8.2 Production and service provision The methodical process to be followed during the execution of a customers requirement is documented in a procedure available to all personnel on the Access database. This document is constantly updated and refined as projects are done. 8.4 Purchasing Purchasing is first of all governed by a list of evaluated suppliers. Purchases are the done in accordance to a purchasing procedure which is followed to the letter by the financial department. 8.5 Customer-related processes The QMS makes provision for a methodical approach to ensure that customer expectations are met at all times. The processes in place make provision for the correction and future prevention of customer dissatisfaction if it should occur. 8.6 Control of monitoring and measuring equipment Multi-meters is used to measure electrical parameters in the workshop as well as during site assessments. These are checked monthly against a calibrated unit kept exclusively as reference instrument. 8.7 Change management In accordance with the ISO 9001:2008 requirement the process for business change is activated when business changes are being planned, in order to maintain the integrity of the system. All communications relating to Safety, Health Environmental or Quality are formally communicated and kept on record. ln this regard the MD is tasked and involved timeously to initiate changes in the Management System. Changes to processes and its relating procedures; forms and templates are approved by the respective process owner(s) and submitted to the MD for inclusion in the business management system. Changes on a tactical level, Issued by: MM van Zyl Effective Date: 14 FEB2010 Revision: 3.0 Page 10 of 14

11 affecting a process chain (end to end processes) shall be authorised by the appropriate process sponsor. Business management processes are control processes utilised within each of the other business processes and consist of: There are two forums during which such changes are recorded, initiated and implemented. The forums are: Safety - Management Review Meetings Quality - Management Review Meetings 9. Safety, Health and Environmental Control 9.1 Legal Requirements The company s SHEq Plan is based on the Occupational Health and Safety Act and is also accessible from the MS-Access Database. 9.2 Company Policy Our commitment to Safety and Health is formally pledged the Electrilabs Safety, Health Environment and Quality Policy. This Policy is also set out in detail within Electrilabs Safety, Health Environmental and Quality Plan. 9.3 Responsibilities and Appointments The MD distributed the responsibility of maintaining and enforcing SHE processes and procedures, amongst the various departmental managers of the company. These responsibilities are set out in the HSE Document Register and the appointments were done in accordance to the SHE Appointment Register. The delegation of 16.2 responsibilities as set out in the Health and Safety Act, has been formally delegated to one of the departmental managers most appropriate for the positions. The appointed Health and Safety Representative (as primary custodian of these disciplines) has distributed these responsibilities amongst all employees of the company. These responsibilities are recorded in formal appointment letters of each responsible person. Issued by: MM van Zyl Effective Date: 14 FEB2010 Revision: 3.0 Page 11 of 14

12 9.3 HSE Inspections All Health and Safety Inspections are monitored by the HR manager in accordance with our Health and Safety Inspection Schedule. Specialised equipment is also maintained by external companies on an ongoing basis. 9.4 Continuity and Training The HR manager is also responsible to ensure that all personnel are properly trained and certified for their duties and perform a Quarterly Office Inspection in conjunction with the H&S Representative to ensure that standards are continuously improved. The SHEq responsibility, as monitored by the HR Manager, also forms part of all personnel s Key Performance Indicators (KPI). Any nonconformances have a direct impact on 20% of each employee s annual performance bonuses as enforced by the MD. HSE Committee Meetings are held on a monthly basis to ensure continuous improvement of health and safety in the company. This is further reinforced by means of quarterly Safety - Management Review Meetings. 9.5 Documentation Health and safety All documents pertaining to Health and Safety are saved on the Electrilabs server is a directory structure to enable all employees quick and easy access to all relevant information pertaining to Health and Safety: Issued by: MM van Zyl Effective Date: 14 FEB2010 Revision: 3.0 Page 12 of 14

13 9.6 Documentation - Quality All documents pertaining to Quality are saved on the Electrilabs server is a directory structure to enable all employees quick and easy access to all relevant information pertaining to Quality: Issued by: MM van Zyl Effective Date: 14 FEB2010 Revision: 3.0 Page 13 of 14

14 9.7 Record Keeping All communications relating to Safety, Health and Environmental issues are formally communicated and kept on record. 9.8 On-Site Safety The system also makes provision for addressing all Safety, Health and Environmental checks when performing work on our customers premises. A Site-File-Check-List prepared for this purpose has hyperlinks to all the required documentation, making it easy to prepare a file that is accurate at all times (latest versions of all attachments). Any queries regarding contents of MS-Access IBMS System, please direct to: Kobus van Zyl Managing Director Electrilabs (Pty) Ltd Kobus@electrilabs.co.za Mobile: +27(0) Issued by: MM van Zyl Effective Date: 14 FEB2010 Revision: 3.0 Page 14 of 14