ISO Quality Management System Manual

Transcription

1 TMQ International Pty Ltd ISO Quality Management System Manual Index TMQ International Pty Ltd... 1 Scope... 2 Understanding and Context... 2 Interested Parties... 2 Leadership... 3 Quality Policy... 4 Planning... 5 TMQ Objectives Measurement... 5 Performance Measurement... 6 Quality Management System Processes... 7 Process Approach... 7 Sales... 8 Service Support Documented Information Documents and Records Training Product Design and Development Production Receipt & Dispatch Purchasing Complaints Non-Conformance - Corrective Actions Internal Quality Audits Document changes Appendix A OP18 - GMDSS/SOLAS RADIO SURVEY Appendix B OP19 - RADIO EQUIPMENT TESTING/EXAMINATION Appendix C OP20 - ANNUAL PERFORMANCE TEST (APT) OF VDR AND SVDR Page 1 of 29 TMQ Quality Management System 24 August 2017

2 Scope The Management System requirements are applicable to the design and manufacture of marine autopilots, plotting systems and associated accessories. Stock holding, sales, repair and installation of marine electronic /electrical equipment and marine engines and steering control systems. Servicing of local vessels. Servicing of Deep-sea vessels around Australia. Understanding and Context Relevant to its purpose and strategic direction, TQM International consider, monitor and review internal and external factors and uncertainties to determine the issues (both positive and negative) potentially impacting our ability to provide our products and services. Both probability and consequences of identified issues risks and opportunities are considered. The basis for consideration of external and internal factors will include Strengths, Weaknesses, Opportunities and Threats. (SWOT Analysis) External issues Together with SWOT Analysis, TMQ International may also consider local, regional, national and international issues relevant to political, technological, economic, competitive, market, legal, and social conditions Internal Issues Internal context understanding may consider TMQ International values, culture, knowledge and performance Information relevant to identified External and Internal Factors and any resultant actions addressing these, as appropriate, is monitored reviewed annually. Interested Parties We at TMQ International identify, monitor and review all our interested parties and also their associated needs and expectations directly affecting our quality leadership program. Interested Party Internal. Reason to include ( include risks and opportunities) External Top Leadership Internal Has direct responsibility for company management Company must remain financially healthy, concerned with growth of company and QMS processes must be efficient Certification Body External ISO compliance Audits, issue certifications AMI Internal Parent Company CPA External Provides accounting services and annual financial reviews Customer External Purchase our products and services. Expect high quality products and flows down their QMS requirements into our system Employee / Staff Internal Directly responsible for design, manufacture of products, delivery of services. Good work environment, fair compensation and appropriate training to competence levels Local Community External Impacted by our activities in the region Wants TQM International to hire and retain local workers Public External Maintain good community relationships Concern with Product Page 2 of 29 TMQ Quality Management System 24 August 2017

3 Safety Brisbane City Council External Health and Safety Compliance Neighbours External Emergency Situations/ Environmental Impacts AMSA (Australian Safety Authority) /AusChart AusChart External National Shipping Compliance Regulatory Body National Hydrographic Charting Regulatory Body T.A.F.E External Qualification of Apprentices to Trades best practices Supplier External Provides our products/parts, raw materials and critical support services Expect to be paid promptly and need for company to clearly defined product/part/raw material/service requirements. Testing Authority External Regulatory type testing on prototype designs including materials Classification Society External Product Testing Standards IT Services (AMI) External To provide update IT, security, Information backups, resources ensuring communication and repositories for company financials communications with Stakeholders Plant and Equipment suppliers External Providing Reliable Plant and Equipment Associated Documentation: SWOT Analysis Leadership TMQ International top management demonstrates commitment and leadership toward the effectiveness of the Quality Management System, Quality Policy, customer focus and roles and responsibilities by. Weakly meetings Reviewing objectives Swat analysis Management review meeting Mission Statement Confidence in our product and ensure customer satisfaction. We the Directors and staff of TMQ International, have complete confidence in our product that it is suitable for the end user use and we will do everything possible to ensure our customers satisfaction with our equipment and services. Vision To be an International leader in Marine and Industrial technology. Prime Objectives: TMQ International is a supplier to the marine industry providing a range of electronic, hydraulic and associated hardware equipment to enhance the safety of vessels at sea and, where suitable, to promote this equipment to other markets where the technology can be used. Supply a product suitable for the end user requirements and support the reseller and end users with technical knowledge to ensure an ongoing relationship with both parties. Page 3 of 29 TMQ Quality Management System 24 August 2017

4 To give our suppliers an active marketing programs in our allocated territories, to ensure sales growth for their product and give technical support for their product to enhance our sales of their product. To design and develop product which is accepted by our customers, is suitable for their needs, enhances the company financially and gives pride to staff to manufacture and promote. To ensure product meet international requirement and standard. To give our employees an interesting and fulfilling place to work and ensure long term employment. To ensure funds invested by the shareholders is protected. TQM International Key Quality Performance Indicator criteria are established based on risk and opportunity (LRQA audit report) Approved by Gary Bowater Managing Director Thursday, 24 August 2017 Quality Policy TMQ International s aim is to provide a high quality, professional and efficient service and to ensure the satisfaction of all of the requirements of our clients. This achievement will result in securing efficiency, a strong customer focus and enhancement of long-term sustainability and profitability. The Management Team shows leadership and commitment and bears the responsibility for: - Establishing, implementing, integrating and maintaining the Quality Management System. - Ensuring sufficient resources are made available within the Organisation to achieve this. - Ensuring through communication, engagement, practical example and training that Quality is the aim of all members of the Organisation. Through direction and support, each employee will have a proper understanding of the importance of the Quality System function, their responsibility to contribute to its effectiveness, and its direct relevance to the success of the Organisation. Equally, every employee is responsible for, and will be trained to perform the duties required by his or her specific role. TMQ International is committed to (has a Policy of promoting continual improvement and setting of Quality Objectives in line with the framework laid down within ISO 9001:2015 Standard. These objectives will address the risks and opportunities within the Organisation as determined by Leadership.(Top Management.) Customers Page 4 of 29 TMQ Quality Management System 24 August 2017

5 We regard our customers as the primary reason for us being here and we give our customer satisfaction by, ensuring we supply product from reputable suppliers and our production process provide product of repeatable quality and reliability We ensure we have systems in place to give continued improvement to our services and products. Our Suppliers: Use preferred suppliers with ISO9001 accreditation or have a proven record of product support and reliability. If new supplier, then supplier assessment to be carried out in accordance to TMQ purchasing procedure. (Check ability to Supply, Quality of product, pricing and ability to deliver.) Our Production Process: Qualification of employees - Only suitably qualified or trained personnel to perform work instruction. Material list Micronet kit list to be used as per product code. Test procedure All product to be tested prior to despatch. Test sheet - Product test sheet to be completed. Our Production Performance: Product scheduling to meet budget and cost Reporting Machine Failures Production line failure Component failure Completed unit test failure Filing - Test sheet with serial numbers filed. Customer satisfaction Customer feedback - Results of field test Quality Review: The quality policy is to be reviewed: At Management Review Meetings. When a customer complaint relates to a critical operational failure of any manufactured unit. Associated Documentation Non- Conformance Report NCR Log Customer Complaint Form (Multi form TMQ-1403) Customer Complaint File (CCF Log) Planning The Quality system is planned based on risks and opportunities identified during the context assessment of and the needs and expectations of TMQ International interested parties and Internal and External Factors Quality Systems changes are carried out in a planned manner TMQ Objectives Measurement TMQ International is a supplier to the Marine industry and supports a range of Electronic, Hydraulic and associated Hardware equipment to enhance the safety and efficiency of vessels at sea and where suitable to promote this equipment to other markets where the technology can be used. Page 5 of 29 TMQ Quality Management System 24 August 2017

6 Supply a product suitable for end user TMQ monitor sales to dealers via accounting system, verbal dealer feedback, and end user feedback at exhibitions. To ensure a steady sales growth within the financial and personnel restraint of the company. To give our suppliers enhanced sales of their product. Product sold on behalf of suppliers is monitored by our accounting systems and personal contact to suppliers by telephone conversations and interaction at exhibitions. Sales of imported product must be at levels requested by suppliers and feedback from end users or resellers is to be forwarded to the suppliers. TMQ will commit to service and support these products. To design and develop product TMQ will endeavour to design and manufacture product when a need for a new product is requested by end users and resellers, when an opposition product has technical advantages or when a product can be enhanced and used to improve a TMQ product line Any TMQ designed and manufactured product must have greater financial rewards than reselling a product supplied by a supplier. TMQ aims to give priority service and support of these products. To give our employees long-term employment. The staff at TMQ must have a stimulating environment in which to work, be listened to by management and feel they are involved in the process of TMQ being a successful company. Reviews by management must be forthcoming and open for the individual to improve their worth to the company and for management to understand the employee s requirements. To ensure funds invested by the shareholders is protected. The shareholders expect the funds committed to make TMQ successful must be protected and financial rewards must be greater over a long time than investing in the stock market or property market. The shareholders see TMQ as a long-term investment. TMQ International have identified the Quality Objectives to be measured and also determined planned activities, resources required, responsibilities, timing for completion and evaluation methods to achieved planned outcomes. Performance Measurement In all TMQ International endeavours, the accounting system is used as a tool to provide performance indicators with comparison to previous data. Data to be collected by the accounting system will include but not limited to: Sales Financial Sales volume Returns by Credit notes Profitability Operation Costs Detailed costs Purchase data Manufacturing data Page 6 of 29 TMQ Quality Management System 24 August 2017

7 Other performance indicators to be used: Internal Auditing of sections to confirm procedural compliance Staff reviews and feedback from weekly staff meetings Management meetings to set time scales for projects, to implement improvements, determine monitoring of special projects, ascertain training requirements Production meeting to set schedules and to highlight deficiency or improve work practices. Customer complaint forms indicating any trend in customer feedback which could highlight: Product failure Reseller or end user support failure. Misunderstanding of reseller or end user request. Non Conforming Reports on: Product failure in field or during manufacture and testing, Procedural failure requiring change to work instructions or training Documented or verbal policy unable to be implemented. Relevant functional and process objectives shall be measurable, tracked and monitored, communicated and updated as appropriate. Management Review Meetings A meeting is to be held six monthly, (where possible) to review sales, operation, and Quality System requirements to allow policy planning and implementation. An agenda is to be produced for the meeting. This is to contain all relevant information (where possible) to be distributed to attendees. Quality Management System Processes Process Approach We at TQM International have established and mature processes covering: Sales, Quotation and Servicing Design, Development and Production Customer Service and Satisfaction Management Systems These processes are effectively described in this Quality Manual and include process inputs and outputs, sequence and interdependencies, criteria and methods, responsibilities and authorities. Process Risks and Opportunities are addressed and evaluated for any changes and improvements. Page 7 of 29 TMQ Quality Management System 24 August 2017

8 Sales TMQ supplies service product and goods to satisfy customer needs. To achieve this any orders/contracts are reviewed to ensure orders/contracts requirements are met. TMQ orders/contracts reviews falls into two main categories: 1. Formal review for tenders, quotes and orders where special requirements in accordance with a contract are likely to be specified. This procedure would be applied to the following: - Government tenders, quotes and contracts - Government orders - High Seas sales - Export Sale - Specific sales where the product is not stocked or listed in our price list. 2. Standard review for any quotes, orders (written or verbal) for TMQ manufactured or stock holding products and repair for supply to the domestic market. (May be recorded as a Computer generated quote (Micronet) or a hand written quote, (Pre printed Quote form) Any Formal Review requires input from the General Manager as well as any competent person authorised by the General Manager. Such review should consider the following: Scope of supply Ability supply Resources to ensure timely delivery Regulatory requirements eg: Import / Export regulations, IMO/AMSA standards Cost constraints Design requirements Terms & conditions (including settlement details) Risk to the company Any other areas as determined by the General Manager Standard Review is conducted by any person so authorised (eg: sales or service personnel) and applies to TMQ manufactured and stock holding product documented in a published price list. The review process also applies to service repairs. Review should consider the following: Customer order details Customer account status Ability to supply Confirmation of requirements (if not specified) Advice to customer (delays or variations to order) Method of delivery Risk to company Any other areas as determined from time to time by the General Manager On completion of review the relevant documentation (eg: quote, order, etc) is signed and dated by reviewing personnel Page 8 of 29 TMQ Quality Management System 24 August 2017

9 Sales action. Receive order, facsimile- phone- or by person Review Advise client of any delay Print picking slip or proforma invoice. Confirm proforma matches customer order. Forward to despatch. Quote action. Receive request by facsimile- phone- or by person. Forward to General Manager (or Operations Manager in his absence) Review for acceptance of offer to quote or tender Select type of Quote: Formal, Micronet, Quote / Order Book. Select next quote number Formal :(Micronet or Quote / Order Book number. Print up quote using Quote template as selected Formal or Micronet as required. Review quote to match request. Review of quote by second person. Forward to originating salesman for approval. File in folders. Formal quote file as back up on server. Forward to client. Associated Documentation: Quotes Formal (Quote Register Log) Quote Micronet (Micronet) Quote / Order Books (Numeric) Customer Orders (Customer Supply) Invoices / Picking Slips Computer Generated Invoice Hand Written Credits Computer Generated TMQ Risk Management Log/Sales Page 9 of 29 TMQ Quality Management System 24 August 2017

10 Service Service Personnel provide customer support for equipment where requested by a customer and where TMQ has the information and or knowledge to carry out the support. This support may be in the form of product repair, product servicing, periodic survey, installation and commissioning, or technical information. Product for repair or service may be delivered to TMQ in the following ways: Personally by a customer Courier delivery as organised by a customer Returned by TMQ personnel (e.g. removed from a customer s vessel for repair) Requests for Services such as periodic surveys, field service, installation and commissioning may be requested of TMQ Service Department in the following ways: Personally by a customer By electronic means such as , fax or telephone. By the TMQ Sales Department (e.g. as part of a contract which includes installation and commissioning) Upon receipt at TMQ the product or request is logged into the TMQ accounting system with regard to the following: Customer s details (name, address, telephone number, etc) Customer account status Customer requirements to affect a service I.e. Order number, letter or verbal request. Product identification such as: - Product type or model number Serial number Ancillary parts (cables, knobs, etc.) Product status eg: damage, corrosion, etc For identification purposes where the product cannot be readily identified by serial number or type, a tag is attached with reference to the parent equipment and customer details. Any associated parts must be tagged if not identified by serial number or type and referenced back to the job card number. Product is to be repaired serviced, installed, commissioned and tested to best industry practice and manufacturer specific instructions or methods by relevantly trained personnel. All field work must be performed in a manner observing any appropriate safety requirements determined by site management or relevant legislation, this may include the completion of Safe Work Method Statement, Job Safety Analysis Worksheet, Incident Report, Risk Assessment and Control and Site Specific Inductions as necessary. The organisation knowledge will be safeguarded by recording and sharing information. Personnel and supervisors shall be trained to relevant industry or legislative standards for the tasks being performed with records of training and qualifications kept in files accessible to management. Equipment used for the purpose of testing and surveying customer product shall be in good working order with periodic calibration checks for equipment performing measurement of performance of product. Calibration standards and periods are to be set by either the Manufacturer of the equipment or the appropriate Section Manager. A calibration log is to be kept for this equipment and controlled by the persons appointed from time to time by the relevant Section Manager or General Manager. Page 10 of 29 TMQ Quality Management System 24 August 2017

11 Contractors and Agents: Contractors or Agents performing services on behalf of TMQ shall be authorised as being Technically Competent at the discretion of Management by review. Equipment and associated instructions may be supplied by TMQ from time to time to its authorised agents or contractors where they do not have appropriate or calibrated equipment to complete the task. Final Service Release: Services shall only be released when all planned arrangements have been satisfactorily completed, unless otherwise approved by the customer and/or relevant authority Risk Management: Service risk management is incorporated in the TMQ Risk Management Log and is periodically reviewed and updated Associated Documentation: Job card (computer generated) Identification tags Invoices Product manufacturers instruction, installation, commissioning and service manuals and bulletins as necessary. Test equipment manuals which will include operation and test interpretation. Equipment calibration log For periodic surveys, relevant documents are to be obtained from the Classification Society or Administrative Authority as required. Risk Management Log/Service Appendix A OP18 - GMDSS/SOLAS Radio Survey Appendix B OP19 - Radio Equipment Testing/Examination Appendix C OP20 - Annual Performance Test (APT) of VDR and SVDR Review: Periodic review of work process procedures, complaints and corrective actions are to be carried out by both internal and external audits by personnel appointed, from time to time, by the relevant Section, Quality, or General Managers. Documents can be stored by either electronic (soft copy) or archival (hard copy) means as required by management and or legislature Page 11 of 29 TMQ Quality Management System 24 August 2017

12 Support TMQ International has determined and provided the people, infrastructure, knowledge, awareness and communication channels to implement and improve the requirements of the Quality Management System. Organisational knowledge may be attained from: Customer complaints and non-conformance cause investigations, lessons learnt and resultant implemented actions Internal and external interested party feedback and experience Conferences, training courses, trade shows and exhibitions Associated Documentation Organisation Chart Communication Plan Documents Documented Information Documents and Records Quality System document Ken Brown (Computer) Development documents and software TMQ server (secured) Life (as practical) Production drawings Production Life (as practical) Work Instructions Production Life (as practical) Invoices Despatch 5 years Quotes File (Index and Quotes) Sales 2 years Production Test Procedures Production 3 years Customer Complaint File Office 5 years Non Conformance Report Office 5 years Job card (computer generated) Service 3 years External Documents Rules for Approval of Manufacturers and service suppliers Class NK Service Department (Hard Copy) All documents will be able to be identified by a form name, a document name or a title, which clearly indicates the document. The latest copies of any document (master copy) will be distributed and any obsolete documents will be marked as obsolete but may be kept as reference. Software will be issued from a suitable set up computer to: Program a Microprocessor in a hardware situation. Program a CD. Software for hardware may be programmed from a dedicated programming device (Autopilot production) Page 12 of 29 TMQ Quality Management System 24 August 2017

13 Training Training is an on going commitment to staff carried out as a day-to-day process. And as required, formal training as in respect Apprentices where external training is conducted. Training is planned with the following guidelines: Apprentices: Training on a continuous basis, product information. Technical information. Instruction of mechanical assemble of equipment. Instruction of electronics basis, Instruction of hydraulic basis. College as set by external training bodies. Production Staff. Training on a continuous basis, product information. Technical information. Instruction on assembly of mechanical equipment. Sales and Office staff. Training on a continuous basis. In regards in product, customer relations, computer skills and accounting system operation. Service staff Training on a continuous basis: In regards in product, customer relations, computer skills and accounting system operation. Also service information on equipment. To ensure knowledge and familiarisation with new equipment staff are to be enrolled were possible in training with product suppliers. Records of the training is to be kept in the personal files of staff attending external courses. Staff are also required to have training as required by legislation which if required may be contracted externally. A copy of the training will be in the personal file. Any external training is listed in the personnel file of the respective staff member. Page 13 of 29 TMQ Quality Management System 24 August 2017

14 Product Design and Development TMQ carries out product development when: 1 Manufactured unit requires update due to: a Obsolescence due to parts shortages b Technical improvements c Enhanced features. 2 New product is required due to: d Customer requirements e Market perception The need to develop a new product (or modify existing unit) can be initiated by a staff member through their manager. A Submission for TMQ R&D Review must be completed. The manager will then submit the form to the General Manager if the idea has merit. A meeting will then be held with: General Manager Section Manager Product Development staff. Outcome of the meeting will decide Is the product required Is the project feasible in regards technical resources? Is the project feasible in regards financial resources? Is the project feasible in regards time resources? Sales quantity of the product. Total cost to manufacture Average sale price of the product, If the product has merit, and financially would be successful, requirement list for the product will be documented. Steps to be carried out Time frame Personnel required. The General Manager will then decide with all of the above information if the project would be commenced. Time frame will then be initiated Technical resources Technical requirements Market acceptability. The design team will produce documentation of the project and maintain records. Drawings Software Hardware Page 14 of 29 TMQ Quality Management System 24 August 2017

15 All drawings, software and hardware will be verified independently Prototype to be built and verified The product when ready to be released will be reviewed for acceptance. Documentation approved. I.e. Work instructions. Test Procedures & Test sheets. Drawings, Bills Of Material Risk Management: Design risk management is incorporated in the TMQ Risk Management Log and is periodically reviewed and updated. Production Product for manufacture is determined from an annual budget, sales forecast and actual sales. Works orders are used to program daily, weekly work and to ensure traceability. Meetings are held monthly to ensure that staff are informed of manufacturing targets, to review any parts shortages and resources are adequate. Work Instructions and test procedures detail the relevant processes for manufactured product. Such instructions contain any necessary drawings, pictures, test procedures; bills of material etc. to ensure the consistency and quality of product and customer expectations are met. Final Product Release Products shall only be released when all planned arrangements have been satisfactorily completed, unless otherwise approved by the customer and/or relevant authority Associated Documentation: Work Instructions Drawings Test Procedures & Test Sheets Multi Stage Check Cards Works Orders Bills Of Material Kit Lists Production actions 1. Budget, sales forecast and actual sales. 2. Sets quantities 3. Check parts 4. Make works orders 5. Assemble equipment 6. Test equipment 7. Complete works orders 8. Deliver to storage / despatch Page 15 of 29 TMQ Quality Management System 24 August 2017

16 Receipt, storage and dispatch of product at TMQ. Receipt & Dispatch Receipts - upon receipt of any product the following checks are carried out: Cartons, crates, packages are not damaged (prior to signing receipt documents) Number of packages received is correct in accordance with any consignment notes Where a package is marked for individual attention, the recipient is informed Contents of packages are checked against any delivery note, invoice, order or instruction Where any discrepancy is detected the package is to be quarantined for disposition and the relevant section manager informed Product for stock holding is to be stored within designated area Dispatches product for dispatch is processed as follows: Proforma, packing slip and customer order will be received in despatch Product is identified in accordance with relevant picking slip, proforma or instruction Product is picked from storage area, checked for type and serial number, packed for protection, handling and transportation as appropriate Packages are addressed in accordance with any documented instructions. Freight carriage is arranged as required Associated Documentation: Invoices / Picking Slips (suppliers) Invoices / Proforma / Picking Slips (TMQ computer generated) Delivery Dockets (Freight company supplied for reference only) Miscellaneous shipment document record. Receipt action Check goods Sign for goods Advise person having created order Check product against order, document type and serial number against customer invoice. Receipt in to TMQ accounting system Move product to store Despatch action Receive Proforma, or packing slip and customer order (except service jobs) Compare against order as second check Pick product note type quantity and serial number Address product Enter Delivery Docket for Freight Company Turn packing slip or proforma into invoices File documentation Page 16 of 29 TMQ Quality Management System 24 August 2017

17 TMQ purchases product and parts for the following: Stock holding Manufacturing product Resale to customers Parts for development and design Ancillary parts for operational purposes Purchasing Prior to raising a purchase order any authorised person determines the needs for purchase in accordance with: Parts required for manufacture or replenishment of stock holding Customer requirements after review Research and design requirements Operational needs Purchase orders are computer generated. Parts or products to be ordered are assigned a preferred supplier in the accounting system. Any new supplier should be assessed for suitability prior to being added to the accounting system. Suitability assessment should address (if applicable) the following: Ability to supply, Quality of product to be supplied, Pricing, MOQ s, delivery time frames. ISO9001 accreditation. The following class then will be used as selection. 1. Preferred Supplier, Supplier with a documented quality system. Supplier with specific product range. 2. Supplier without Quality System, or evidence not supplied to TMQ. Supplier with a specific product range. 3. Controlled Limited Purchases. Company used to supply goods with a know good record where the product is available. Sub-contractors 4. Only Supplier of Goods. Supplier only know as supplier of goods. 5. No Review Required. Supplier where supply has no effect on quality and possible only supplier. I.e. Telephone, Electricity. Suppliers are categorised according to ability. Suppliers should be reviewed when any of the following situations occur: Supplier continually fails to deliver Supplies poor quality parts or product Fails to adequately address complaints Supplier circumstances change which may affect TMQ operations Reviews: Orders when printed must be reviewed to ensure information is valid and any ambiguity should be clarified by hand writing on the order or attaching a separate information sheet. Review should be indicated by signature and date if different to date on order. Risk Management: Listing of additional manufactures of all PC Boards and component s out sourced for design and manufacture. Price comparisons, quality checks, delivery timing and cost. Set up the ability to use them as an alternate source. Associated Documentation: Purchase orders Supplier List (computer generated) Supplier invoices TMQ Risk Management Log/Purchasing Page 17 of 29 TMQ Quality Management System 24 August 2017

18 Complaints Any person may receive a complaint from a customer. Complaint severity is designated as Minor or Major. When a complaint is received, the following procedure should be implemented: If the complaint is considered minor and does not affect TMQ operations, the complaint should be handled immediately by the recipient if able. The section manager should be informed to consider any effects. Examples: Product out of warranty reported as faulty. This would not generate a customer fault report. Product during warranty with an unexplained fault. This should generate a customer fault. Damage due to bad packing should generate a customer fault report If complaint is considered major or affects TMQ operations, details of the complaint are recorded on the appropriate form (TMQ-1403) Complaint is passed to Quality Coordinator for registration in the Customer Complaints Log (CCF Log) Quality Coordinator assigns the complaint to the relevant manager for disposition Investigating and eliminating root causes of these failures is an integral part of the TMQ International Continual Improvement Process All corrective actions should be recorded on the complaint form When complaint is resolved to customer s satisfaction, it is returned to Quality for Close Out Where a complaint cannot be resolved to the customer s satisfaction, the General Manager has sole disposition authority The Complaint Log is reviewed from time to time by the General Manager to determine trends or as input for improvement and change Associated Documentation Customer Complaint Form (Multi form TMQ-1403) Customer Complaint File (CCF Log) Page 18 of 29 TMQ Quality Management System 24 August 2017

19 Non-Conformance - Corrective Actions Where a customer complaint is received and after review indicates a failure in a documented procedure, a design error, or a manufacture error, a Non-Conforming Report (NCR) will be raised. Non-conformances are designated with severity classifications of Minor or Major. Or where an internal test or review indicates a failure in a documented procedure, a design error, or a manufacture error, a NCR will be raised. In production a recurring error in assemble or testing similarly should lead to an NCR being actioned Example: Incorrect manual information Raise NCR Customer wish list. Do not raise NCR. Refer section manager. Recurring product fault. Raise NCR. A Non Conformance Report (NCR) should be raised All corrective actions including any design changes should be recorded on NCR Major Non conformities are investigated to determine the underlying causes of problem occurrence Any actions to avoid recurrence of the problem should be recorded and implemented Customer feedback should be monitored for satisfactory resolution of the non-conformance Associated Documentation Non-Conformance Report NCR Log Page 19 of 29 TMQ Quality Management System 24 August 2017

20 Internal Quality Audits TMQ maintains an Internal Audit process, which is controlled by a person (Quality Coordinator) who is appointed by the General Manager. Random audits are also carried out and may be initiated for reasons such as customer complaint, non conformance report, part of a review process, etc. Internal audits are to be performed periodically with the approval of the General Manager to ensure all area have an audit conducted on a 12 monthly basis. The audit may have been off a random nature, which covers the operation of that section. Results of audits will be documented and should include recommendations to rectify non- compliance of procedures or where improvements can be made. A record similar to below should be kept to indicate area audited in any 12-month period. Audit Schedule 2017/ 2018 Area Last Date Next Audit Sales August 2017 August 2018 Production September 2017 September 2018 Service March 2015 November 2017 Receipt & Dispatch January 2017 January 2018 Purchasing May 2015 October 2017 Complaints April 2017 April 2018 Non-Conformance July 2017 July 2016 Documentation June 2017 June 2018 Training December 2016 December 2018 Product Development Review Meetings Review Meetings Internal Quality Audits January 2017 October 2017 Page 20 of 29 TMQ Quality Management System 24 August 2017

21 Document changes Layout Change April 2007 Added Clauses, Records Internal Quality Audits, Changes to NCR clause to involve not only Customer complaints Changed Quote Log to Quote File Changed scope to match certificate. August January 2008 February 2008 July 2008 August 2009 July 2011 October 2011 August 2012 October 2012 November 2012 March 2013 September 2013 January 2014 June 2014 September 2014 Change sales quote system for initial review by manager for request to quote, on TMQ format or as requested. Remove date from front page Under line Quality Management System Procedures Remove Reference to bank in last line of performance measurements. Add in Micronet and Hand quote system Add vision Audit Schedule Updated Add quote in regards hand written quote. Add extra page to ensure page per heading Control of Records Programming device. Due to staff changes Management meetings change from monthly sales meetings back to six monthly management meetings. Update Audit Log. Change to ISO , change prime objective add requirements Duplication on line 3 of Training Addition to service to meet Class Certification requirements Addition to training for service staff. Update Internal Audit Log Update Quality Policy Update Internal Audit Log Added Footer and page numbers Add to Scope: Annual Survey of Radio Communication Equipment, Voyage Data Recorders and Automatic Identification Systems Page 21 of 29 TMQ Quality Management System 24 August 2017

22 May 2015 April 2016 January 2017 February 2017 March 2017 June 2017 August 2017 Audit Schedule Updated Audit schedule updated a) Add to Service. OP18 GMDSS-Solas Survey OP19 GMDSS Testing b) Documentation. Correct document location Complaints Register updated with Cause Audit schedule updated Policy added, Updates toward ISO certification added, SOLAS Radio Survey to Appendix A, VDR Survey added as Appendix B, added Appendix C Annual Performance Test (APT) of VDR And SVDR, Sections re ordered to align with organisational Process flow, Rules for Approval of Manufacturers and service suppliers Class NK added as controlled external document, provision for root cause investigation added for NCRs and complaints Managing Director review of QA policy for ISO 9001:2015 updates and signed off Page 22 of 29 TMQ Quality Management System 24 August 2017

23 Appendix A OP18 - GMDSS/SOLAS RADIO SURVEY OP18 GMDSS/SOLAS RADIO SURVEY - OPERATING PROCEDURES Operation Operation Description Responsibility References 1. Customer inquiries. 1. Receive inquiry from customer and record details on Customer Inquiry Form:TMQ Allocate inquiry to appropriate manager or coordinator. 3. Provide a written quotation to the customer. 4. Upon receipt of the customer s order number, Service Manager to raise a TMQ Job Card and allocate a job number. Service Technical Manager (STM) Service Admin Manager (SAM) Customer Inquiry Form:TMQ TMQ Job Card 2. Calibration 1. Identify all measuring instruments and test equipment required to carryout GMDSS/SOLAS survey. 2. Carry out calibration checks or inspection as required. 3. For instruments that require calibration, use only approved calibration service providers (Refer Preferred Suppliers). Technical & Customer Service Stream Director (TCSM) STM Technical Coodinator (TC) Preferred Supplier 3. Radio survey 1. The Radio Survey Supervisor must hold a GOC, in accordance with Classification Organisations 2. Prior to attending vessel, contact Class Society for any relevant data and latest survey forms. which may affect Radio survey. 3. The person conducting the Radio Survey shall not carry out installation, repair, modification, etc, work onboard the same ship/vessel they are going to survey. 4. Prior to the commencement of the survey, carryout a visual inspection of the following: a. Electronic equipment. b. Antenna s c. Batteries d. EPIRB s, SART s & handheld radios. 5. Carryout the survey of the GMDSS/SOLAS equipment in accordance with the relevant Classification Society s requirements & the instructions for testing & examination of radio equipment OP 19. TC TCSD STM TC 4. Equipment operation 1. Ensure that all GMDSS/SOLAS equipment is within the manufacture specifications. 2. Transcribe the required information the relevant Classification Society check sheet(s) listing all deficiencies found. Forward completed check sheets to the Classification Society. Copies of Check Sheet to be left with the vessel ( EPIRB paperwork) TCSD STM TC Radio Survey Sheet As per Class Paperwork Page 23 of 29 TMQ Quality Management System 24 August 2017

24 Appendix B OP19 - RADIO EQUIPMENT TESTING/EXAMINATION OP19 RADIO EQUIPMENT TESTING / EXAMINATION - OPERATING PROCEDURES Operation Operation Description Responsibility References 1. GMDSS survey. 2. Identify GMDSS equipment to be Surveyed 1. Identify all measuring instruments & test equipment RR1 required to carryout the GMDSS Survey or GMDSS Maintenance 2. Ensure that all relevant test equipment is within its calibration date. 3. For instruments that require calibration, use only approved calibration service providers (Refer Preferred Suppliers). 4. Contact Class Society for any relevant data which may affect the survey. 5. Personnel involved in conducting radio survey shall not carry out installation, repair, modification, etc. work onboard the same ship which they are going to survey. 1. Obtain a copy of the Class society s GMDSS Record of Installation, listing the equipment to be checked. 2. Compare the equipment listed to current equipment on board. Note any changes to equipment must be amended in Class GMDSS Technical & Customer Services Stream Director (TCSD) Technical Services Manager (TSM) TCSD & TSM TCSD & TSM TSM Preferred Suppliers GMDSS Instrument Schedule RR1 DNV Program No 406 Section 2.6 GMDSS Record of Installation record of Installation. 3. Examination 1. Examine equipment for any noticeable TCSD GMDSS Record of & Testing of physical damage. Installation MF/HF 2. Cross Reference with GMDSS Record of TSM Radio(s) Installation the equipment Make, Model and Serial Number to ensure no changes. 3. Test equipment operation from the main, Technical emergency (if provided) & reserve sources Coordinator of power (AC/DC). Check that Emergency (TC) battery source meets IMO requirements. 4. Check antenna tuning in all appropriate bands. 5. Check that the correct MMSI number is programmed into the unit & that latitude/longitude position is displayed. 6. Check the off air self test program. 7. Check that equipment is within frequency tolerance on all appropriate bands (10 KHz). 8. Test operation by contacting a coastal station & measure RF power output & VSWR. 9. Check the audibility of the MF/HF DSC alarm. 10. Check DSC alerting from conning position available by contacting a known coastal station. 11. Confirm only DSC channels indicated in Reg1V/9, 10, 11, & 12 are being monitored. 12. Check that a continuous watch is being maintained while keying MF/HF radio. 13. Test receiver operation by monitoring known stations on all appropriate bands. 14. Test actual voice contact with a coastal station more than 200NM away. 15. If control units are fitted outside the navigational bridge then ensure that the bridge control unit has first priority for the purpose of initiating distress alerts. 16. Check for compliance with IMO standards. Page 24 of 29 TMQ Quality Management System 24 August 2017

25 4. Examination & Testing of MF/HF Radio Telex. 5. Examination & Testing of VHF Radio(s). OP19 RADIO EQUIPMENT TESTING / EXAMINATION - OPERATING PROCEDURES Record all of the test data using the Class society forms 1. Examine equipment for any noticeable TCSM physical damage. 2. Cross Reference with GMDSS Record of STM Installation the equipment Make, Model and Serial Number to ensure no changes. TC 3. Test equipment operation from the main, emergency (if provided) & reserve sources of power (AC/DC). Check that Emergency battery source meets IMO requirements. 4. Confirm that correct selective calling number is programmed into the unit. 5. Test for correct operation by inspecting a recent hard copy or by a test with a coastal station. 6. Check for compliance with IMO standards. Record all of the test data using the Class society form. 1. Examine equipment for any noticeable physical damage. 2. Cross Reference with GMDSS Record of Installation the equipment Make, Model and Serial Number to ensure no changes. 3. Test equipment operation from the main, emergency (if provided) & reserve sources of power (AC/DC). Check that Emergency battery source meets IMO requirements. 4. Check radio operations on channels 6, 13 & 16 by contacting a known coastal station. 5. Check that equipment is within frequency tolerance using an IFR. 6. Test RF power output & VSWR on channels 6, 13 & Check for correct operation of all controls including priority of control units. 8. Check operation of remote VHF equipment used for navigational safety from bridge wings. 9. Check that correct DSC number is programmed into unit & latitude/longitude is displayed. 10. Test operation by on-air contact with a coastal station of another vessel. 11. Check that distress procedure & DSC number are clearly displayed near the unit including Auto Acknowledge. 12. Check compliance with IMO standards. 13. Record all of the test data using the Class Society Form. TC TCSM STM GMDSS Record of Installation 6. Examination & Testing of Inmarsat Equipment 1. Examine equipment for any noticeable physical damage. 2. Cross Reference with GMDSS Record of Installation the equipment Make, Model and Serial Number to ensure no changes. 3. Test equipment operation from the main, emergency (if provided) & reserve sources of power (AC/DC). Check that Emergency battery source meets IMO requirements. 4. Check the distress function. 5. Check for correct operation by inspection of a recent hard copy of the test call. 6. Check distress function only if permitted to TCSM Page 25 of 29 TMQ Quality Management System 24 August 2017 TC STM GMDSS Record of Installation

26 OP19 RADIO EQUIPMENT TESTING / EXAMINATION - OPERATING PROCEDURES carry out test by a coastal earth station. 7. Check compliance with IMO standards. 8. Record all of the test data using the Class Society Form. 7. Examination & Testing of Antennas. 1. Examine antenna(s) for any noticeable physical damage. 2. Check to ensure that MF/HF transmitting antennas are grounded. 3. Check to ensure that MF/HF transmitting antennas are protected against being touched accidentally. 4. NIS ships transmitting results NOT to be tested with a MEGGER. TCSD STM TC Examination & Testing of Handheld VHF Radios. 9. Examination & Testing of EPIRB 1. Examine equipment for any noticeable physical damage. 2. Cross Reference with GMDSS Record of Installation the equipment Make, Model and Serial Number to ensure no changes. 3. Check handheld radio(s) for correct modulation & power using both IFR & voice checks on channels 6, 12 & 16. Check all functions & buttons 1. Examine equipment for any noticeable physical damage. 2. Cross Reference with GMDSS Record of Installation the equipment Make, Model and Serial Number to ensure no changes. 3. Check mounting of EPIRB for float free operation. 4. Carryout the self-test routine. 5. Check that EPIRB ID is clearly marked on the outside of the unit, decode the EPIRB identity number to confirm it is correct. 6. Record battery expiry date on TMQ annual EPRIB test Report and Relevant Class Society documents. 7. Check hydrostatic release & record its expiry date on TMQ annual EPRIB test Report. 8. Check that call sign of vessel is clearly marked on the EPIRB. 9. DNV Requires the completion of DNV Form CRC 630, Annual Testing of 406 MHz EPIRBs in addition to Form CRC 629a TC TCSM STM TCSM STM TC STM TMQ annual EPRIB test Report DNV Radio Survey 10. Examination & Testing of SART(s). 1. Examine equipment for any noticeable physical damage. 2. Cross Reference with GMDSS Record of Installation the equipment Make, Model and Serial Number to ensure no changes.. 3. Check for satisfactory functional test using onboard 9 GHz radar, if possible. 4. Check the transponder s stowage. 5. Check for operating instructions. 6. Check for sufficient battery capacity for Stand-by condition & to Relevant Class Society documents provide transmissions 7. Record battery expiry date on Relevant Class Society documents. Check that call sign of vessel is clearly marked on the SART 11. Examination Removed not listed in the Q46 or GMDSS TCSM Page 26 of 29 TMQ Quality Management System 24 August 2017 TC STM