ISSUE: 5. OWNER: Gary Clarke

Transcription

1 DATE 1 of 6 1 PURPOSE 1.1 To ensure that processes, products and services that do not conform to specify requirements are identified, prevented from unintentional use, kept under review and that corrective action is taken. 1.2 To identify reasons for non-conformance with a view to improving operations and reducing incidence of rejects and customer complaints. This is to include staff performance via complaints from customers, absenteeism, staff being banned from site, late arrivals to customer s sites and staff not following customers/company procedures. 1.3 To investigate the root cause of the non-conformance and identify preventative action to eliminate recurrence. 1.4 To detail how the company identifies causes for potential non-conformances and prevents their occurrence. 1. To identify the appropriate methodology to monitor customer satisfaction / perception. 1.6 To monitor the effectiveness of the Quality Management System in order to seek continual improvement. 2 RELATED DOCUMENTS 2.1 Quality Manual - Section Procedure No (s) TQP100 Management Review & Quality Audit TQP101 Document & Data Control 2.4 Form No (s) TQF3004 Corrective Action Request 3 RESPONSIBILITY & SCOPE 3.1 Responsibility TQF3008 TQF3010 TQF3011 Customer Perception Survey CAR Status Log Goods Rejection / Return Note It is the responsibility of the Rail Manager to ensure that all employees both understand and comply with this Procedure It is the responsibility of the Rail Manager to ensure that this Procedure is maintained with up to date practices It is the responsibility of all relevant employees to ensure that they are both familiar with this Procedure and that they are working to the current issue of documentation Any changes to this Procedure or issue of authorised changes will be made by the Rail Manager in accordance with Procedure TQP101 Document & Data Control. 3.2 Scope This Procedure is applicable to All areas where non-conforming or reject processes, products or services are found

2 DATE 2 of 6 4 PROCESS Procedural non-compliance and customer complaints Customer satisfaction / perception monitoring The effective operation and continual improvement of the Quality Management System All services delivered by Thames Rail Ltd Complaints of Staff performance, absenteeism, staff being banned from site, late arrivals to customers sites and staff not following customer/company procedures 4.1 Control of Non-conforming Incoming Goods Receipt inspection is designed to prevent non-conforming products from being used Items rejected at receipt inspection (including equipment received with incomplete documentation, i.e. without Test Certificates or Certificates of Conformance, when such documentation is requested on the Purchase Order), will be placed in quarantine status and have a label attached awaiting return to the supplier The Rail Manager will contact the supplier direct to discuss how the items will be returned. A TQF3011 Goods Rejection / Return Note will be raised by the Rail Manager and the copies distributed as follows Supplier (with the rejected goods) Rail Manager (rejected goods file) Finance department (for inclusion in the supplier s file) Removal of rejects from quarantine is permitted only by the Rail Manager who is responsible for the final disposition. 4.2 Concessions Suppliers may apply for a concession to supply products / services not strictly in accordance with the order requirements Products which do not pass inspection and cannot be corrected are referred to the Rail Manager who will decide if the item will be rejected or a concession sought from the customer to supply products not strictly in accordance with the order requirements The Rail Manager will process all applications for concessions. Records of the concession will be maintained. 4.3 Customer Complaints On receipt, all customer complaints, verbal (at the discretion of the appropriate Director/ Manager) and written should be recorded on a TQF3004 Corrective Action Request (CAR) and then forwarded to the Quality System Administrator for inclusion within the TQF3010 CAR Status Log Any customer complaints that relate to Quality Management System deficiencies will be auctioned by the Quality System Administrator.

3 DATE 3 of All other complaints will be forwarded to the respective Manager / Director who will acknowledge the complaint to the customer, a corrective action form TQF3004 to be completed so a record can be retained Appropriate action nominee(s) will be identified and tasked with establishing a satisfactory conclusion to the complaint A target completion date will be agreed with the action nominee(s) for the necessary corrective / preventative action, with the respective CAR endorsed accordingly The Quality System Administrator will review customer complaints and target dates on a regular basis On completion the action nominee(s) will advise the customer of the outcome and pass the completion details to the Quality System Administrator The Quality System Administrator will summarise all customer complaints and present an overview at the Management Review meeting. 4.4 Internal Audit Non-conformances Non-conformances found at internal audit will be recorded on a TQF3004 Corrective Action Request and forwarded to the Quality System Administrator for inclusion on the TQF3010 CAR Status Log. 4. Internal Audit Non-conformances continued The Quality System Administrator will discuss the CAR with the relevant member of employees and an appropriate action nominee(s) will be identified The action nominee will receive a copy of the relevant Corrective Action Request (CAR) and will be tasked with establishing a satisfactory conclusion to the non-conformance. A target completion date will be agreed for the necessary corrective / preventative action CAR s and target completion dates will be reviewed on a regular basis at the monthly Management meetings On completion the action nominee(s) will advise the Quality System Administrator of the outcome and pass the completion details over for sign off and filing. 4.. The Quality System Administrator will advise all affected parties of any changes that need to be made as a result of the non-conformance. 4.6 Procedural Non-compliance Any procedural / process deficiency identified, will be addressed by a CAR and auctioned as in Corrective Action All non-conformances will necessitate the raising of a CAR detailing the non-conformance, immediate remedial action and the necessary preventative action to be taken to minimise the possibility of recurrence Copies of all CAR's raised will be passed to the Quality System Administrator for review, recording, action and subsequent filing All outstanding CAR's will be reviewed at the monthly Management meetings.

4 DATE 4 of Brief details of all non-conformances will be recorded on the CAR Status Log, indicating action nominee, issue date and completion date. The CAR Status Log will be presented by the Quality System Administrator as a summary of non-conformances at the monthly Management meeting for discussion, review and where appropriate sign off. 4.8 Review Process CAR s and customer complaints will be reviewed by the Quality System Administrator to consider if any further action is required, or the need for follow up audits to be undertaken, to confirm the continued effectiveness of the Quality Management System. 4.9 Review Process continued Such further action may involve a review of Procedures / Work Instructions, register of approved suppliers or some other working practice within Thames Rail Ltd Quality Management System Improvements All employees are actively encouraged to identify areas of potential system improvements and register the same by raising a CAR. The CAR will detail precisely the identified improvement area along with any suggestions for its resolution CAR's risen against Quality Management System improvements will be processed in accordance with paragraph Customer Satisfaction Refer to Procedure TQP100 Management Review & Quality Audit (section 4.4) for further details Continual Improvement Thames Rail Ltd will systematically review the Quality Management System documentation, audit results, customer complaints, CAR s and analysis of data from customer perception surveys in order to Continually improve the effectiveness of the Quality Management System Identify areas of potential non-conformances in order to implement preventative action This will be done at the monthly Management meetings and will form the basis of establishing the quality objectives and targets for Thames Rail Ltd 4.13 Preventative Action It is the responsibility of all Thames Rail Ltd employees to identify areas of potential nonconformance and inform the relevant Manager Any area identified as a potential non-conformance will be discussed at the monthly Management meeting and appropriate preventative action identified Preventative Action continued The Quality System Administrator will discuss the issue with relevant employees and be responsible for appointing an appropriate person to develop a plan, to implement action in order to prevent the potential non-conformance occurring.

5 DATE of The Quality System Administrator will monitor the effectiveness of the preventative action and keep records of results obtained.