Quality Manual. Wilson-Hurd Manufacturing Company. Electronic Control Products (ECP) 311 Winton Street Wausau, WI 54402

Transcription

1 Quality Manual Wilson-Hurd Manufacturing Company Electronic Control Products (ECP) 311 Winton Street Wausau, WI Core Products (CORE) 202 S. Johnston St. Berlin, WI Rev. Date: 15 February 2017 Pete Dehne Vice-President of Operations

2 Table of Contents 1.0 Policies 1.1 Quality Policy 1.2 Environmental Policy 2.0 Scope 2.1 General 2.2 Application 2.3 Exclusions 3.0 Administration of Manual 3.1 Purpose 3.2 Maintenance 3.3 Authorization 3.4 Distribution 4.0 Quality Management System 4.1 General Requirements 4.2 Documentation Requirements 5.0 Management Responsibility 5.1 Management Commitment 5.2 Customer Focus 5.3 Quality Policy 5.4 Planning 5.5 Responsibility, Authority and Communication 5.6 Management Review 6.0 Resource Management 6.1 Provision of Resources 6.2 Human Resources 6.3 Infrastructure 6.4 Work Environment 7.0 Product Realization 7.1 Planning of Production Realization 7.2 Customer-Related Processes 7.3 Design and Development 7.4 Purchasing 7.5 Production and Service Provision 7.6 Control of Monitoring and Measuring Devices 8.0 Measurement, Analysis and Improvement 8.1 General 8.2 Monitoring and Measurement 8.3 Control of Nonconforming Product 8.4 Analysis of Data 8.5 Improvement 9.0 Revision History

3 WILSON HURD QUALITY POLICY Quality assurance is a PARTNERSHIP among all Wilson-Hurd people. Quality systems give each person OWNERSHIP of our commitment to continuously improve the quality of Wilson-Hurd s products and services. Quality responsibility includes the AUTHORITY to stop and address a problem when a product or service may not meet the customer s expectation.

4 ENVIRONMENTAL POLICY Wilson-Hurd recognizes the importance of conserving natural resources to benefit current and future generations. Our current and long-term business goals are best served through responsible environmental stewardship. We will comply with all applicable regulatory requirements wherever we operate. Our pro-active efforts will provide safeguards for the community, the workplace, and the surrounding environment while providing flexibility to meet the needs of our business. Wilson-Hurd is committed to providing a safe, injury-free workplace by integrating safety into our daily business decisions and operational processes. Management will set the example in insuring safe working conditions; however, all employees are responsible for their safety and the safety of those around them. We strive to conserve natural resources through innovative processes and continuous improvement with the goal of reducing, reusing, recycling, and identifying safer material substitutes or alternatives used in our operations. Energy conservation measures will be applied to reduce our overall energy usage. As a responsible member of the communities in which we live and work, we are committed to designing and manufacturing products that are energy efficient, safe to use, and that minimize the impact to the environment. As we expand our knowledge and understanding of the impact upon the environment of our operations and our manufactured items, we will share this knowledge with the broader community. We will expect similar environmental citizenship from all our suppliers. Wherever possible, our suppliers should reduce the impacts of transportation and utilize better recycling of materials and packaging to reduce waste generation. Suppliers should assist our company environmental efforts by making environmentally sensitive choices. Wilson-Hurd will strive to continually improve our environmental performance and to encourage all employees to carry out their day-to-day activities in a safe and environmentally responsible manner.

5 2.0 Scope 2.1 General Wilson-Hurd is made up of two divisions. Electronic Control Products division custom designs and manufactures electronic control panels and switches Core division decorates, fabricates, and inspects custom products. Both divisions serve a wide range of OEM (Original Equipment Manufacturers) customers to meet their specific requirements. Through our quality systems, Wilson-Hurd is focused on customer requirements and satisfaction in an environment that promotes continuous improvement in product, service and operational systems. 2.2 Application This Quality Manual applies to both of the Wilson-Hurd divisions listed below. - Electronic Control Products - located at 311 Winton Street, Wausau, Wisconsin. - Core Products located at 202 S. Johnson Street, Berlin, Wisconsin. 2.3 Exclusions Any exclusions that Wilson-Hurd has taken to the ISO 9001:2008 standard are called out in the appropriate section of the Quality Manual. There are no current exclusions. 3.0 Administration of the Quality Manual 3.1 Purpose The Quality Manual provides a description of the policies and systems used by Wilson-Hurd to meet the requirements of the ISO 9001:2008 Standard 3.2 Maintenance The Quality Systems Manager is responsible for maintaining the Quality Manual as an accurate assessment of current policies and procedures. Customers, suppliers and employees are encouraged to suggest changes to the manual by contacting the Quality Systems Manager. 3.3 Authorization The Quality Manual is authorized for use through the review and approval of the President as indicated by signature on the front cover of the manual. 3.4 Distribution The Quality Manual is a controlled document. Controlled copies are distributed per the Document Control Listing maintained by the Quality department. Uncontrolled copies of the Quality Manual may be issued, but they will not be updated as changes are made.

6 4.0 Quality Management System 4.1 General Requirements Wilson-Hurd has established, implemented and maintains a quality management system that complies with the ISO 9001:2008 Standard. The system is comprised of the Quality Manual, Quality System Procedures, Process Flow Charts, Training Outlines, Work Instructions, and related forms and support documentation such as appropriate drawings and specifications. Wilson-Hurd ensures control over outsourced processes so that the product conforms to customer statutory and regulatory requirements. Outsourced product/processes from other Wilson-Hurd divisions are controlled under the plant specific ISO 9001 certification Process Map Wilson-Hurd has developed a Process Map that illustrates the sequences of the quality system elements used to support the ISO 9001:2008 standard. Wilson-Hurd: Quality Management System - Process Map Quality Policy Quality Objectives Measurement, Analysis Continual Improvement Resource Process Management Responsibility Process Quality Manual Quality System Procedures ISO Manuals and Work Order Instructions Internal Audit Process RFQ Process Receive Order Process Engineering Design Design Review and Release Purchasing Order Planning Production Wausau Production Berlin Job Review Process Review and Manage the RFQ Verify order to Quote Order Review Design Inputs Prototype Bill of Materials Purchase Req. Id. Review Order Fabrication Graphics Closed to stock Estimating Order Entry Design Prototype Construction Select Supplier Create or Revise BOM Assembly Decoration Ship Develop Quotation Acknowledge Order to Customer Design Review & Approval Eng. Product Verification & Validation Issue PO Create Jobs and Schedule Testing Fabrication Job Ticket Review and Update Quote To Customer Release for Prototype Customer Approval Receiving Print Job Orders Packaging Packaging Job Performance Cust. Supplied Property Provide Ship Date Preventive Action Process Corrective Action Process Calibration Process

7 4.2 Documentation Requirements Documentation System The quality management system documentation is comprised of the following documentation. Level 1 documents are the quality policy, corporate statements and quality manual. Level 2 documents are the Quality System Procedure (QSP s) and quality objectives. These documents are either required by the ISO-9001 Standard or essential to the effective planning, operation, improvement, control and function of the Quality System. Quality System Procedure (QSP s) are referenced in the text of the quality manual. Level 3 documents are the operational specific documents to given areas and/or processes such as process flow charts, training outlines, work instructions, job tickets, prints, etc. Level 4 are documents used to support and validate the quality system such as forms, records and support documents Quality Manual Wilson-Hurd maintains a Quality Manual that describes the quality management system as it is defined by Wilson-Hurd and as it relates to the ISO 9001:2008 standard and customer requirements. ECP Scope Sales, Design, Purchasing and Manufacture of electronic control panels and switches. Core Scope Sales, Design, Sourcing and Manufacture of decorated metal and plastic parts Control of Documents Wilson-Hurd maintains a Document Control Procedure (QSP 4.2.3), to ensure controlled documents are maintained where necessary to ensure the effective operation of the quality system and provide consistent quality products and service to the customer. The procedure applies to both internal documents generated by Wilson-Hurd and external documents received from the customer or other sources Control of Records Wilson-Hurd maintains a Control of Quality Records Procedure (QSP 4.2.4), to ensure records are maintained where necessary to demonstrate the effective operation of the quality system and provide support information as service to customers. 5.0 Management Responsibility 5.1 Management Commitment

8 Wilson-Hurd management is committed to the development and implementation of the quality management system and continually improving its effectiveness through implementation of the quality policy and quality objectives. The management team reviews the quality management system and resources needs throughout the year. The importance of meeting customer as well as statutory and regulatory requirements are communicated to the organization through various methods such as department and plant meetings, the job jackets information and area specific ISO manuals. 5.2 Customer Focus Wilson-Hurd is committed to continual improvement of product and service to its customers to enhance customer satisfaction. Customer requirements are reviewed and determined before acceptance of an order. Customer satisfaction trends are monitored and reported to management at management meetings to determine if Wilson-Hurd is meeting our customer s expectations. 5.3 Quality Policy Wilson-Hurd has established and implemented a Quality Policy (section 1.0 above). The quality policy has been communicated to all personnel. The Quality Policy provides a framework for operation of the business, establishing quality objectives, and fosters an atmosphere of continuous improvement throughout the company. During the annual Management Review process the Quality Policy is reviewed for continuing suitability. 5.4 Planning Quality Objectives The management team established quality objectives as part of the annual review of ECP Balanced Score Card (BSC) objectives. When established, the quality objectives (BSC objectives) are communicated throughout the organization. During regular BSC meetings and plant meetings the status of objectives are reviewed. When required corrective action is taken to address specific objectives for improvement Quality Management System Planning The quality system defined in the Process Map makes up an integral part of the quality planning process. If a customer requirement goes beyond the scope of the quality system defined above, Wilson-Hurd works with the customer to define a specific quality plan. The plan is then integrated into the existing quality system. When changes are made to the quality management system, the changes are implemented to ensure that the integrity of the quality management system has not been compromised.

9 5.5 Responsibility, Authority and Communication Organizational Chart Executive Team: Management Team: Leadership Team: V.P. of Operations, Technical Director, Quality Systems Manager Executive Team, ECP Production Manager, ECP Business Development Manager, Berlin Operations Manager, WH Controller Management Team, Decoration Supervisor, Fabrication Supervisor, Core & POP Business Development President The Nelson Miller President has overall responsibility for the content and implementation of the Quality System. This includes final authority over the quality of product and customer service provided. The President has delegated to the Management Team the authority and responsibility to develop, maintain, manage and improve the Quality System. Management meetings, reports and meetings with the Quality Systems Manager are used to review the status of the Quality System with the President.

10 Sales Managers The Sales Managers are responsible for providing primary contact with the customer during the development, placement, review and processing of an order. This includes measuring and reporting customer satisfaction to the management team. Sales interfaces with Quality and Manufacturing to develop or clarify quality requirements with the customer. Sales personnel provide technical and planning support for the customer to meet the final requirements of the product being produced. Sales personnel are encouraged to identify and provide solutions to problems identified during all phases of sales activity. When solutions are implemented, the sales organization is responsible for maintaining the process Wilson Hurd Controller The Vice President Finance and Administration is responsible for Human Resources, Information Systems, Accounting, Payroll, Credit, Collection and Training Administration. The Finance and Administration team is encouraged to identify and provide solutions to problems impacting finance or administration concerns by contacting the Vice President of Finance and Administration. When solutions are implemented, finance and administration is responsible for maintaining the process Vice President of Operations The Vice President of Operations has overall responsibility for manufacturing and delivery of products in accordance to plan and customer requirements. This includes establishing processes that meet the quality requirements for production throughout the manufacturing cycle. Quality requirements are conveyed to production personnel through various means such as production job ticket/jacket and operational ISO manuals. Under the direction of the Vice President of Operations, manufacturing personnel are responsible for verifying product quality throughout the production cycle. This includes controlling nonconforming product until removed from production. Manufacturing management is responsible for the quality of product being shipped to the customer. This includes making accept/reject decisions on an ongoing basis as product is produced and released for shipment. When questions concerning quality arise beyond manufacturing s scope of understanding, Quality and/or Sales may be called upon to obtain clarification. Manufacturing personnel are encouraged to identify and provide solutions to problems identified during all phases of the production cycle through such means as recommending changes to the job ticket, contacting supervision or management, or any other means appropriate to address the concern. When solutions are implemented, the manufacturing team is responsible for maintaining the process.

11 Technical Director The Technical Director is responsible for the design and development of products including review and approval of all designs and design changes within ECP division. This responsibility includes management of the design team through appropriate metrics and cost management systems. The Technical Director establishes the strategic business objectives and processes for the engineering design team. The design team interfaces with Purchasing, Manufacturing, Quality, and Sales to ensure designs meet customer expectations Quality Systems Manager The Quality Systems Manager oversees the Quality Management system and has primary responsibility to establish product quality standards based on customer requirements with input from Sales and Manufacturing. When the quality of product is in question, the quality department has the authority to determine final disposition. This includes the authority and duty to interpret and revise standards as needed to meet the needs of the customer. The Quality Systems Manager is responsible for quality system audits and the corrective and preventive action system. Quality system audits verify the effectiveness of the quality system. The corrective and preventive action system is used to eliminate the root cause of actual or potential nonconformities. Quality personnel are encouraged to identify and provide solutions to problems impacting product quality or the quality system by contacting the Quality Systems Manager Management Representative The Quality Systems Manager is the designated ISO representative for Wilson-Hurd. As ISO representative, the Quality Systems Manager is the liaison between the company and the ISO Register or register s authorized agents. The Quality Systems Manager is responsible for establishing and implementing the quality management system. This includes maintaining the Quality Manual, Quality System Procedures and reporting the status of the quality system to the management team. The Quality Systems Manager, with support from the management team, has primary responsibility to promote awareness of quality systems and customer requirements throughout the organization Internal Communication Top management ensures that appropriate communication processes are established within the organization and that communication takes place regarding the effectiveness of the quality management system. Communication processes include the ERP system, department and plant meetings, production and support documentation and one on one contact.

12 5.6 Management Review General General The Quality Objectives are reviewed with the Leadership Team(s) on a monthly basis. This is to ensure that processes are achieving the necessary goals. There are no records of these meetings. On an annual basis, the status of the quality management system is reviewed with the Management Team. This meeting is to ensure the Quality System s continued suitability, adequacy and effectiveness, including the Quality Policy and the Quality Objectives. Information from the review meeting is used to improve the quality management system and customer related processes. Records of management review activity are maintained. In addition to the quality management review process, the Management Team conducts an annual planning process. During this process, resources in the form of equipment, personnel, software and facilities are identified to ensure that Wilson-Hurd has the capability to meet planned commitments Review input During the course of management reviews, the management team discusses; customer feedback, process performance, product quality issues including corrective action and preventive action activity. The status of internal audits is reviewed along with action items from previous management reviews. Changes to the quality system are discussed with recommendations for overall improvement to the quality management system Review output Outputs for the management review process include planned improvements to the quality management system, identification of improvement activity for process or product and the resources needed to implement and maintain the improvement activity. 6.0 Resource Management 6.1 Provision of resources Wilson-Hurd provides manufacturing facilities, capital and trained personnel to produce products and provide service for customers. Quality systems are developed and maintained to insure that the customer requirements are defined and achieved. To this end Wilson-Hurd provides the necessary equipment, tools, materials, software and labor to assure manufactured products meet the customer s quality and cost requirements.

13 6.2 Human Resources Necessary competence for personnel performing work is defined in the work center ISO manuals. Personnel are trained per the requirements of the work center ISO manuals. The process flow chart in the manual defines the relevant activities within the work center to achieve the appropriate outcomes from the process. The manuals are reviewed on an annual basis to ensure that personnel are staying current in their area of training. Records of training are maintained. 6.3 Infrastructure Wilson-Hurd provides and maintains the building, equipment and services that are needed to produce conforming product and service to satisfy customer requirements. 6.4 Work Environment Wilson-Hurd provides a safe, clean and well-lit work environment that is appropriate to satisfy customer requirements. 7.0 Product Realization 7.1 Planning of product realization The Process Map (Section 4.1.1) illustrates the basic elements of the product realization plan. Wilson-Hurd maintains a system to review orders for production and quality objectives. This information is then defined on a job ticket, which is used to route the order through the production operation. Upon completion of the order, the job ticket and appropriate support information is maintained as a record. 7.2 Customer-related processes Determination of requirements related to the product Upon receiving a request for quotation from the customer, business development and estimating determine customer requirements as part of the quotation/estimating process. Through this process, Wilson-Hurd works with the customer to identify stated, non-stated, statutory and regulatory product requirements. Estimating reviews the requirements and addresses any additional requirements needed to produce the product for the customer. If Wilson-Hurd takes exception to any customer requirements, the exceptions are communicated to the customer through the quotation process Review of requirements related to the product Before acknowledging an order, the order requirements are reviewed for clear product definition. During order review, the part, quantity, price, delivery, drawings and production requirements are reviewed. Any items that Wilson-Hurd cannot comply with are resolved with the customer prior to releasing the order for production. Business Development maintains records of the order review process.

14 When product requirements are changed, Business Development works with the customer to implement the change. This includes updating appropriate documentation to reflect the new requirements. Upon agreement of the change the order is re-acknowledged to the customer, when necessary. When a customer provides no documented change to an order or specification, the person receiving the information documents the change so Business Development can confirm the change with the customer Customer communication Primary customer communication is through the Sales and Business Development. Communication methods include , mail, fax, telephone, sales call, etc. During the quotation, order review, or production process Wilson-Hurd personnel in other departments may work directly with the customer to address or implement product related issues. Feedback from the customer concerning product or service provided by Wilson-Hurd is routed through Business Development for appropriate action. 7.3 Design and Development (ECP facility only) Design and development planning Wilson-Hurd plans and controls the design and development of product by process to meet customer specific requirements. Regular design reviews, verifications and validations are built into the design and development process to ensure final product meets customer requirements Design and development inputs Inputs to the design are defined during the quotation process. This includes defining any exceptions taken to customer requirements on the Wilson-Hurd quotation. Inputs include the functional requirements of the part as specified by the customer and any statutory and regulatory requirments required to support the finished part as defined by the customer. When an order for a new part is received, Engineering reviews the order to ensure that the design inputs from the customer are complete and unambiguous and not in conflict with the design concept quoted to the customer. If conflicts are found, Engineering and Business Development work with the customer to resolve the issue before releasing the order to the design team. When the order is given to the design team, Engineering may apply appropriate knowledge from similar designs to ensure the design is effective and meets the customer s requirments Design and development outputs Outputs from the design and development process are maintained in the part specific Engineering Project File maintained by Engineering in the form of approved prints, specifications and customer approvals. Documentation in the project file supports the Product Review and Release process conducted by Engineering to verify the part design and function meets the design and development inputs. The approved and released documents

15 in the project file are used by purchasing and production to manufacture the part. Test criteria and safe operation of the product are included in the package as required Design and development review During the design and development process ongoing reviews of the design are performed to ensure the design will meet the customer requirements. If a design issue is identified during the review process, Engineering and Business Development work with the customer to resolve the issue before releasing the part to the next process. Actions taken are discussed with the customer through meeting, conference calls and s. Appropriate records are maintained by Engineering and Business Development in the project folder or customer correspondence electronic file Design and development verification Verification of the design is performed at key process steps during the design and development process to ensure the part will meet customer requirements. When an order is received, Engineering verifies the customer order to the Wilson-Hurd quote. If there are differences, Engineering and Business Development work with the customer to resolve the differences before releasing the part to the design process. During the design process, the design team works with Engineering. If issues with the design are identified Engineering and Business Development resolve the issues with the customer. When the design is complete Engineering reviews the design to ensure it meets the customer requirements. During the prototype build, subcomponent parts are verified to print through the first article inspection process before being released to the prototype build. Engineering works with the manufacturing team to build and test the finished parts to ensure the part meets design inputs and customer requirements. Through the Product Review and Release process, Engineering conducts a final design review on completed prototype parts to verify the part meets the customer requirements. If issues with the prototype parts are identified Engineering and Business Development resolve the issues with the customer. When parts have been verified, the parts are submitted to the customer for validation and approval prior to releasing the design from the design process. Verification records are retained Design and development validation Validation of the design and final product is conducted by the customer. Approved designs are submitted to the customer for validation and approval of the design to their process before releasing the design to the prototype build process. Approved prototype parts are submitted to the customer for validation. If issues with the prototype parts are identified Engineering and Business Development resolve the issues with the customer before releasing the design from the Product Review and Release process. Customer approval records are maintained in support of the validation Control of design and development changes Wilson-Hurd uses an Engineering Change Order (ECO) process to manage changes to parts that may impact the design. ECO are managed by Engineering and require engineering

16 approval to be implemented. Part of the ECO process is to review existing inventory of parts and components affected by the change. If there are parts or components impacted by the ECO, the parts are removed from inventory. When an ECO impacts form, fit or function, the design change is processed back through the verification and validation process noted in section and above. This may include submitting sample parts to the customer for approval. ECO s records are retained. 7.4 Purchasing Purchasing process Wilson-Hurd maintains a purchasing system that ensures purchased product conforms to specified requirements. Purchasing oversees the selection of vendors based upon business needs. New suppliers are selected based upon their ability to supply product to Wilson- Hurd s requirements. Vendor tracking records, which monitor supplier performance, are maintained by Purchasing Purchasing information Purchase Orders are used to purchase materials, supplies, tooling and equipment. When required, the appropriate description, drawings, specifications and certifications are referenced on the Purchase Order. Purchase Orders are reviewed for accuracy prior to being sent to the supplier Verification of purchased product Wilson-Hurd maintains a receiving verification system for purchased products. As part of the standard PO, Wilson-Hurd has reserved the right to inspect or allow our customer to inspect product at the supplier s location. 7.5 Production and service provision Control of production and service provision The plant office controls production activity for a part. This includes developing and maintaining a bill of material to manufacture the part and controlling production activity through the manufacturing system. From the bill of material, Wilson-Hurd maintains a job ticket as the main method of communicating the description and sequence of manufacturing operations to process an order through production. This includes routing the order to the appropriate machine center for production activity. The job ticket references relevant drawings and production support documentation needed to produce the order. In addition to the job ticket, each work center is supported by an ISO manual that maintains the process flow information and work instructions needed to perform the tasks within the area of production. This includes measurement devices needed within the work center to support production.

17 Production activity is verified per established quality standards and test instructions as specified on the job ticket or support information. As work is completed through a work center, product is released to the next operation by either signing off on the job ticket operation or appropriate inspection record. Prior to releasing an order for shipment all operations are verified to be complete. To support the production process, Wilson-Hurd maintains a maintenance program. The maintenance program is plant specific and designed to ensure building, equipment and vehicles are maintained to support production operations. At the Wausau location there is also Electrostatic Discharge (ESD) Control Program, documented in the ESD ISO Manual. The purpose of the ESD control program is to minimize and protect against the adverse effects of electrostatic discharges. Wilson-Hurd ships a completed product to customers. There is no post delivery activity required other than customer feedback which is handled by Business Development. Since Wilson-Hurd does not support post delivery activity, this section of the ISO 9001:2008 Standard has been excluded from the scope of the Quality Manual Validation of processes for production and service provision Wilson-Hurd does not have any processes that cannot be verified by subsequent inspection and test operations; therefore this section of the ISO 9001:2008 standard has been excluded from the scope of the Quality Manual Identification and traceability Wilson-Hurd maintains identification of materials and parts during all stages of production through the inventory and job ticket system. If a specific customer requires traceability, a plan is established with the customer to satisfy this requirement. Once a plan has been established with the customer, the plan is integrated into the existing quality system. Appropriate records are maintained to document the traceability system Customer property Wilson-Hurd maintains systems for the identification, verification, storage and maintenance of customer-supplied materials. Customer supplied materials are received as normal product but identified for a specific customer s use per the requirements of the area specific ISO Manual. Any such product that is lost, damaged, or is otherwise unsuitable for use is recorded and reported to the customer. Records are maintained Preservation of product Wilson-Hurd utilizes procedures QSP (ECP) and QSP (CORE) for the identification, handling, packing, storage and protection of product Control of monitoring and measuring devices Wilson-Hurd utilizes procedures QSP for the Control of monitoring and measuring devices. The Quality department works with Manufacturing to determine the type of measurement equipment needed to verify conformance of product quality. Measurement devices are made available where needed to support production activity.

18 The Quality department maintains a calibration system for the control and calibration of measurement devices. This includes a unique identifier and calibration status on the device. If the accuracy of a measuring device is in question, personnel are instructed to notify Quality to verify its accuracy prior to use. If the device is found to be out of calibration, manufacturing is notified so appropriate action can be taken. Measurement devices are calibrated to the appropriate standards. Calibration records are maintained electronically for each piece of measurement equipment. External documents are maintained when necessary as support to the electronic records. 8.0 Measurement, analysis and improvement 8.1 General Wilson-Hurd maintains an active measurement, analysis and improvement system in all areas of business activity to demonstrate conformance of product quality and the effective implementation of the quality management system. Information is reviewed at the management meeting, quality management system review meetings and the annual planning process. This information provides the basis for improvement activity at Wilson-Hurd. 8.2 Monitoring and measurement Customer satisfaction The Sales / Quality departments maintains information relating to customer satisfaction as it relates to performance and meeting customer requirements. This information includes data from complaints and general customer feedback. Customer performance information is reported and discussed during management meetings Internal audits Wilson-Hurd utilizes an Internal Audit Procedure (QSP 8.2.2), for planning and implementing internal quality audits to determine the effectiveness of the quality system. Internal quality audits are scheduled on the basis of the status and importance of the activity to be audited and carried out by personnel independent of those having direct responsibility for the activity being audited. Records of internal audits are maintained Monitoring and measurement of processes Wilson-Hurd monitors processes using various methods including but not limited to set-up verification, analysis of production variance reports, job cost analysis, etc. If a process is not performing to expectations, the situation is reviewed by manufacturing, quality, and/or management and, if required, actions are taken for improvement Monitoring and measurement of product

19 Wilson-Hurd maintains inspection and/or testing activities as required in each business unit in order to verify that the specified requirements for product are met. Where required, records of the test results are maintained. Incoming parts or materials are not used until they have been verified as conforming to the purchase order requirements. Inspection of specific material is in accordance with documented instructions per the area specific ISO Manual. In-process parts are inspected and/or tested as required by the appropriate instructions on the job ticket or support documents. When an operation is completed, the operator initials and dates the appropriate production documentation. This indicates that required inspections and/or tests have been successfully completed for that operation or lot of material. Product that does not pass in-process inspection or testing is either corrected or held until final disposition of the material is determined. Final inspection and testing is performed according to the appropriate instructions to ensure compliance with customer requirements. Prior to releasing the order for shipment, the production documentation is reviewed for signoff to verify all operational inspection and test activities are complete. Product is not released for shipment until all operations have been signed off. Records for inspection and test are maintained per the requirements. The records provide evidence that the product has been inspected and/or tested successfully. These records show whether the product has passed or failed the inspections and/or tests according to defined acceptance criteria. When necessary, where the product fails to pass any inspection and/or test, the procedures for control of nonconforming product apply. Sign-off on the inspection operation by a qualified inspector is authority to release the order for shipment. 8.3 Control of nonconforming product Wilson-Hurd utilizes Nonconforming Material Procedure (ECP QSP and Core QSP ) to prevent nonconforming product from being used or shipped to the customer. The procedure defines how nonconforming product is identified, documented, evaluated and dispositioned. This includes notification of the appropriate function and, if necessary, the customer. If required by the customer, rework of nonconforming parts is reported to the customer for approval. The description of the rework is recorded as part of the production documentation and retained as a record. Reworked parts are inspected to the same criteria as the original parts. 8.4 Analysis of data Wilson-Hurd collects and analyzes data to show evidence that the quality management system is working and to identify areas for continual improvement. This includes data regarding customer satisfaction, customer complaints, process information, internal nonconforming material reports, supplier performance information and quality system performance.

20 Where required Wilson-Hurd uses statistical techniques to monitor and improve processes or product characteristics. The Quality Systems Manager is responsible for implementing and maintaining improvement activity with support from the management team. 8.5 Improvement Continual improvement As defined in the process map, management is committed to the continual improvement cycle of the quality management system. The Quality Policy, Quality Objectives, Internal Audits, analysis of data, corrective and preventive actions, management meetings and management review meetings are used to identify opportunities for continual improvement Corrective action Wilson-Hurd maintains procedures to address corrective actions. Corrective actions from customer complaints are addressed in QSP Corrective actions associated with internal audit findings are addressed in the corrective action section of QSP Wilson-Hurd uses a modified 8-D approach for corrective action designed to eliminate the cause of the nonconforming condition. The steps used in the corrective action system are as follows: Define the problem, containment action, diagnostic information, root cause, corrective action, follow-up, preventive action, investigation team. Corrective action taken to eliminate the causes of nonconformities is to a degree appropriate to the magnitude of the problem and commensurate with the risks encountered. Corrective action reports are maintained by Quality per the Quality Record Listing Preventive Action Wilson-Hurd maintains a Preventive Action Procedure, QSP 8.5.3, designed to use appropriate sources of information to eliminate potential causes of nonconformities on a process or part specific basis. Records of preventive actions are maintained by Quality per the Quality Record Listing.

21 9.0 Revision History Reason for Revision Revision Revision Severity Level Made By Revision Date Initial Paul S. 10/26/08 Changed QSP numbers Terri E Updated per Nate s review and suggestions. Paul S. 2/13/09 Updated Design Engineering section after closing internal audit findings. Update corrective action section to reflect internal audit corrective Paul S. 2/15/09 actions in QSP 023 Added outsourcing statement to section 4.1 per Phase 1 finding. Added Engineering manager responsibilities Paul S 3/8/09 Added ESD program under Terri E Updated manual to reflect new organization, CEO, COO. Org chart changed. Final revisions after review with Jim.M. Added Berlin Leadership Paul S. 10/12/09 team Updated organization chart of responsibilities to reflect currant and Paul S. 1/4/11 planned organization Added Environmental Policy Paul S. 6/12/12 Changed Director of Quality Systems to Quality Systems Manager Chris W Updated to combine Wausau and Berlin QMS to one system Changed the Process map, and org. chart along with minor changes other sections Updated due to 2016 ISO audit Added Scopes to 4.2.2, updated process map Updated QSP numbers to mirror ISO numbering system. Revision Severity Levels added to Revision History. Added QSP References to Sections Updated Organizational Chart to reflect Wilson Hurd as a division of Nelson Miller 1 1 Chris W Chris W Susanne Buchberger Susanne Buchberger 31 Aug Feb 2017