Ezi Cut Tree Services Pty Ltd...Ezi Cut Tree Services Pty Ltd is engaged in the business of all aspects of Tree surgery and has been trading since 31st October 2003. Our principal

Ezi Cut Tree Services Pty Ltd

Quality Assurance Manual

Table of Contents

Quality Manual Series 4Introduction 5Definitions 7Quality Policy 9

Quality Manual 11Quality Management System 12Management Responsibility 16Resource Management 21Product Realisation 23Customer-Related Processes 25Product Design and Development 27Purchasing 29Production and Service Provision 31Control of Monitoring and Measuring Equipment 34Measurement, Analysis and Improvement 36Monitoring and Measurement 38Control of Non-conforming Product 40Analysis of Data 41Improvement 42

Quality Procedures 44Quality Management System 1 45Document & Data Control 48Document Control Example 51Control of Critical Records 54Control of Quality Records 57Management Responsibility 61Resource Management 64Customer Related Processes 67Design and Development Management 71Design and Development Example 2 73Purchasing 76Control of Production 79Monitoring and Measurement 82Product Identification 85Control of Customer Property 87Preservation and Handling 89Control of Monitoring and Measuring Equipment. 91Internal Quality Audits 94Control of Non-Conformances 97Data Analysis 99Corrective & Preventive Action 101Servicing 103

Quality Work Instructions 105Job Sequence Sheets 106

Quality Forms 108Management Review Meetings 109Contract Review Action Minutes 112Enquiry Log 118

Design Plan 120Document Control Master List 122Supplier & Subcontractor 124Purchase Order 126Requisition 128Job Number Register 130Serial Batch Number Register 132Job Sequence Sheet 133Monitoring & Test Plan 135Goods Received Advice 138Final Inspection 140Calibration Record 142Non-Conformance Report 143Delivery Advice 145Archive Register 147Internal Audit Report 149Job Description 152Employment Application Form 155Performance Review 160Training Record 165Service Report 168Statistical Report 170

Quality Schedules 173Document Retention Schedule 174Subcontractor Listing 176Internal Audit Plan 177Service Plan 178


Quality Manual Series

Introduction

This document is controlled

Version: 1.0.0.0 Created Date: 19/02/2015 9:00:05 AM

Created By: April McAlpine Modified Date: 19/02/2015 11:29:29 AM

Modified By: April McAlpine Status: In Progress

Tag: Approved By:

Policy RefPN0001

PolicyIntroduction

DescriptionEzi Cut Tree Services Pty Ltd is engaged in the business of all aspects of Tree surgery and has been trading since

31st October 2003. Our principal products/services are Confined space tree removals, pruning, felling, stump

grinding and 24 hour emergency call outs, we offer these services to the Southern Highlands New South Wales.

Annual turnover is currently $260,000.00. Our Head Office is located at Hill top NSW and we have a total of 4

employees.

PurposeThe introduction to the manual should give the reader an idea of:

the "scope" of the manual, i.e. which sectors of the company it is applicable to - does it cover all geographical�

locations, all divisions of the company and all products of the company?

a description of the company - a brief overview giving a short history, location, size and operations of the�

company;

the revision and issue status - a page indicating current revision, summary of changes to previous revisions,�

date of issue of current and previous revisions, and the issuing authority. Refer to the document numbering

rules.

ScopeThis manual outlines our company's plan to satisfy the quality requirements of ISO 9001: 2008. It is applicable to

all of our operations throughout the state of New South Wales, Australia and covers the following range of

products and services.

All aspects of:

a) Tree Removal

b) Tree felling

c) Tree Pruning

d) Stump Grinding

The manual is a "controlled" document within our Quality System however "uncontrolled" copies can be

distributed to any interested party. The manual is intended to be used as a public document that displays this

company's commitment to achieving quality in all our activities.

Procedure

Issue No. Section No. Revision No. Date Issued Changes made

1 Entire manual A Final draft for review and approval

This manual is issued by our Quality Manager with the approval of the CEO and is reviewed annually or shorter

period (when necessary)

__________________________________________ ____/____/____

(Signature of CEO) (Date)

Definitions





Tag: Approved By:

Policy RefPN0002

PolicyDefinitions

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Definitions

PurposeThe purpose of this policy is to explain the general procedures relating to Definitions

ScopeThe following guidelines are to be adhered to by all managers, supervisors and employees.

Procedure

The following definitions are taken from the "Quality management and quality assurance – Vocabulary".

Contract Binding agreement.

Customer Organisation or person that receives a product.

Example: Consumer, client, end-user, retailer, beneficiary and purchaser. Note: a

customer can be internal or external to the organization

Conformity Fulfilment of a requirement

Note: The term "conformance" is synonymous

Non-conformity Non-fulfilment of a requirement

Process A set of inter-related or interacting activities that transform inputs into outputs.

Product The result of activities or processes.

Note: Product includes service.

Quality Degree to which a set of inherent characteristics fulfils requirements

Note:

1. The term "quality" can be used with adjectives such as poor, good or excellent

2. "Inherent" means existing in something, especially as a permanent

characteristic.

Requirement Need or expectation that is stated, generally implied or obligatory.

Service Service is the result of at least one activity necessarily performed at the interface

between the supplier and customer and is generally intangible.

Supplier An organisation or person that provides a product

Quality Policy





Tag: Approved By:

Policy RefPN0003

PolicyQuality Policy

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Quality Policy

PurposeThe purpose of this policy is to explain the general procedures relating to Quality Policy


ProcedureEzi Cut Tree Services Pty Ltd is engaged in the business of All aspects of tree removal, pruning, felling and stump

grinding and this policy applies to all of our divisions throughout the organisation.

The purpose of this policy is to confirm our commitment to meeting the quality standards expected by our

customers in the delivery of the products and/or services that we supply to them.

Our quality system is based on the requirements of ISO 9001: 2008

Our quality objectives are to:

Use the Quality Management System as a tool in achieving best practice outcomes across the organisation;�

Ensure continuous improvement.�

To implement this policy we shall focus on the needs of our business with particular reference to consistently

meeting our customers' requirements and statutory obligations. Our quality management system will provide

mechanisms for detecting system shortfalls and for stimulating process improvements.

Ezi Cut Tree Services Pty Ltd will adopt procedures and disciplines to ensure that:

The system is effectively implemented by undertaking relevant skills training and conducting appropriate�

quality awareness training;

Responsibilities for quality are established by communicating these responsibilities clearly to all employees;�

The policy and procedures continue to be appropriate by initiating regular reviews to check its effectiveness�

and ongoing relevance, and the company regularly review the needs and expectations of our customers and

initiate continuous improvement activities to meet these expectations.

(Signature)

Chief Executive Officer

Date: ___/___/___


Quality Manual

Quality Management System





Tag: Approved By:

Policy RefPN0004

PolicyQuality Management System

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Quality Management System

PurposeThe purpose of this policy is to explain the general procedures relating to Quality Management System


ProcedureGeneral Requirements

This Quality Manual has been developed to provide an overview of the Quality Management system developed

by Ezi Cut Tree Services Pty Ltd. It will be implemented and maintained throughout all the processes employed

by the company to consistently meet their customer’s needs and expectations and to continually improve the

system’s effectiveness in delivering a high level of customer service.

The system defines how processes interact and are documented and controlled. It ensures resources are

allocated where required and that processes are monitored, measured and outcomes analysed to show where

improvements are needed.

Documentation Requirements

SAMPLE TEXT OPTION ONE

Ezi Cut Tree Services Pty Ltd's Quality Management System is documented in a five-tiered structure:

Quality Policy – a statement of our company's commitment to quality and an enunciation of our quality

objectives. This is issued by our CEO/Managing Director and is to be reviewed annually.

Quality Manual – outlines what we will do to meet the requirements of each element of ISO 9001:2008 and

business quality objectives. In fulfilling these requirements we expect to satisfy the objectives of our

Quality Policy. The Quality Manual is issued by the Quality Manager with the approval of the CEO/Managing

Director and will be reviewed annually.

Quality Procedures – describes in detail how we will satisfy each element of ISO 9001:2008 and how we control

other critical processes in order to meet the commitments outlined in the Quality Policy. Quality Procedures are

issued by the Quality Manager in consultation with Department Managers and are reviewed as required due to

changing circumstances.

Quality Work Instructions – details the necessary steps for each quality-related or critical-related activity in

logical sequence so that the activities can be consistently repeated to the standard required in the procedures.

Quality Work Instructions are issued by the Quality Manager in consultation with Department Managers and are

reviewed as required to reflect changing circumstances

Quality Plans – these plans are specific to individual projects and outline the particular actions and

considerations that may be needed for that project to meet the company's quality objectives. Quality Plans are

issued by the Manager of the project in consultation with the Quality Manager and are only relevant for the

duration of the project.

Control of Records - Records provide evidence of conformity to requirements. Certain records are "controlled"

and as such a procedure defining who controls, where records are stored for how long the method of disposition

has been issued by the Quality Manager in consultation with Department Managers.

Refer Quality Procedures: QP 3.1 Quality Management System

SAMPLE TEXT OPTION TWO

Ezi Cut Tree Services Pty Ltd's Quality Management System is a 5-tiered structure:

Q U A L IT YP O L IC Y

�

IS S U E D b y C E OR E V IE W E D

A n n u a lly

Q U A L IT Y P R O C E D U R E SIS S U E D b y Q A M a n a g e r

( w ith D e p a r tm e n t M a n a g e r ’s a p p r o v a l)R E V IE W E D a s r e q u ir e d

Q U A L IT Y M A N U A LIS S U E D b y Q A M a n a g e r

(w ith C E O ’s a p p r o v a l)R E V IE W E D A n n u a lly

�

� � � � �

P R O J E C T - S P E C IF IC Q U A L IT Y P L A N SIS S U E D b y P r o je c t M a n a g e r ( w ith Q A M a n a g e r ’s a p p ro v a l)

R E V IE W E D a s re q u ire d d u r in g p ro je c t d u ra tio n

� � � � �

Q U A L IT Y W O R K IN S T R U C T IO N S / F O R M SIS S U E D b y Q A M a n a g e r

( w ith D e p a r tm e n t M a n a g e r ’s a p p r o v a l)R E V IE W E D a s r e q u ir e d

� � � � � � � �

Quality Manual

This quality manual has been established and maintained by Ezi Cut Tree Services Pty Ltd to comply with ISP

9001:2008. It includes:

A statement of the scope of the Quality Management system�

The documented procedures or reference to them�

A description of the interaction between the processes of the Quality Management system.�

Control of Documents

Ezi Cut Tree Services Pty Ltd will implement a procedure for controlling our quality-related documents to ensure

that only current revisions are in use throughout the organisation. These quality documents will include:

Quality Manual�

Quality Procedures�

Quality Work Instructions and Forms�

Quality Plans�

International and local standards�

Government regulations�

Equipment operating manuals�

Design drawings and layout plans�

We will control the distribution of these documents so we can locate each one should a revision be issued and

recall out-dated versions.

These documents will only be issued by an authorised person.

Refer Procedure: QP 3.2 Document and Data Control

Control of records

Ezi Cut Tree Services Pty Ltd will ensure that all records relating to our quality system, and verifying the

conformance of our product to specification, will be kept and held for a suitable period. Our written procedure

will:

Nominate what constitutes a 'record' showing the performance of the quality system;�

State how records will be collected, stored and maintained;�

Allocate a retention period to each type of quality record.�

The procedure will also provide guidance on how to handle records which are to be available to our customers.

Refer Procedure: QP 3.3 Control of Quality Records

Management Responsibility





Tag: Approved By:

Policy RefPN0005

PolicyManagement Responsibility

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Management Responsibilities

PurposeThe purpose of this policy is to explain the general procedures relating to Management Responsibility


ProcedureManagement Commitment

Top Management of Ezi Cut Tree Services Pty Ltd is committed to the development and the implementation of

the Quality Management system and to continually improving its effectiveness. This is achieved by:

Communicating to all staff the importance of clearly defining customer, requirements as well as�

regulatory and statutory requirements.

Ensuring all staff are aware of the quality policy and their role in achieving quality objectives.�

Clearly defining quality objectives�

Conducting management reviews of the effectiveness of the system�

Ensuring adequate resources are available to meet stated quality objectives.�

Customer Focus

Top management of Ezi Cut Tree Services Pty Ltd are committed to clearly identify customer requirements and to

ensure that they are met or exceed customer expectations.

Quality Policy

The Quality Policy of Ezi Cut Tree Services Pty Ltd has been defined by top management and is:

Relevant and designed to meet the particular focus of Ezi Cut Tree Services Pty Ltd�

Has stated achievable quality objectives that will demonstrate the continual improvement system’s�

effectiveness

Reviewed at least annually to ensure it remains suitable and relevant�

Communicated at all levels of the organisation�

Planning

Quality Objectives have been defined in the quality policy and include objectives required to produce consistent,

cost effective products (or services). Top Management is responsible for communicating these objectives to all

levels of the company and to provide the means to measure system performance against these objectives.

Top Management of Ezi Cut Tree Services Pty Ltd has planned the quality management system so that it

adequately describes the processes involved in delivering our product (or service) and that these processes are

controlled, measureable, with adequate resources and that there is an effective system to correct problems as

they occur and monitor their effectiveness in improving the system. Any changes to the process can be

effectively planned and implemented and will not affect the integrity of the quality management system.

Responsibility, authority and communication

1. CEO/MANAGING DIRECTOR/GENERAL MANAGER

As senior executive officer, our CEO/Managing Director/General Manager has overall responsibility for setting

the company's quality goals and ensuring that they are met through the allocation of resources as required. The

CEO/Managing Director/General Manager also reviews the quality management system regularly. In line with its

commitment, the CEO/Managing Director is responsible for the following tasks:

To conduct regular formal communication sessions explaining business performance and how the�

organisation meets customer needs;

To conduct management reviews to verify how the organisation continues to meet quality objectives and�

quality plans and the availability of resources to meet such objectives and plans;

To coordinate activities meant to ensure that customer requirements are formally identified.�

Providing effective communication methods throughout the company by which means information on�

objectives and system performance is able to be passed on.

2. QUALITY REPRESENTATIVE/QUALITY MANAGER

The member of the Top management who is allocated the role of Quality Representative/Quality Manager has

the responsibility and authority to manage the day-to-day operation of the quality system, including advising

senior management on the performance of the system. The Quality Representative/Quality Manager is also

responsible for conducting training in quality awareness.

3. TOP MANAGEMENT

Top management as defined in the Organisation Chart have the responsibility of seeing that the company's

quality goals are translated into operational effectiveness. They are accountable for the quality outcomes of their

departments.

4. SUPERVISORS

Supervisors are responsible for implementing the quality system on a day-to-day basis. They are also responsible

for conducting work skills training.

5. ALL STAFF

Each person is individually responsible for ensuring that they understand their role in achieving quality outcomes

and then putting these principles into practice.

Refer Procedure: Management Responsibility

The structure of Ezi Cut Tree Services Pty Ltd is represented in the following chart:

QUALITY ORGANISATION CHART - Ezi Cut Tree Services Pty Ltd

QA Manager Personal Assistant

Sales staff

(Type no. here)

Sales Manager

Production staff

(Type no. here)

Supervisor

Production Manager

Design Engineer

Purchasing Manager

Service Manager

Operations Manager

Accounts staff

(Type no. here)

Accountant

Financial Controller

HR/Training Mgr

IT Manager

Other admin staff

(Type no. here)

Admin Manager

CEO/General Manager/

Managing Director

Refer procedure QP 3.4 Management Responsibility

Management Review

1. GENERAL

Ezi Cut Tree Services Pty Ltd reviews the Quality management system at least annually to ensure it continues to

be suitable to the company and effective in delivering a product (or service) that meets or exceeds our

customer’s expectations.

Detailed records of these reviews are maintained.

2. REVIEW INPUT

The following areas at least are included in the review:

Records of internal and external audits’�

Customer feedback,�

Process performance and product(or service) conformity,�

Status of Corrective and preventive actions’�

Follow up actions from previous management reviews’�

Changes that could affect the management system and�

Recommendations for improvement�

3. REVIEW OUTPUT

Any decisions or actions arising from the review may relate to;

Improvement of the effectiveness of the management system and processes�

Improvement of product or service related to customer requirements’�

Resource needs�

Resource Management





Tag: Approved By:

Policy RefPN0006

PolicyResource Management

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Resource Managements

PurposeThe purpose of this policy is to explain the general procedures relating to Resource Management


ProcedureProvision of Resources

Ezi Cut Tree Services Pty Ltd provides relevant and adequate resources to ensure the system is maintained and

its effectiveness in identifying and meeting customer requirements improves over time.

Human Resources

Ezi Cut Tree Services Pty Ltd will ensure that we can always meet our quality objectives and deliver a product or

service that meets our customer's needs. We will ensure that the following activities are performed at least on

an annual frequency basis.

Personnel performing work affecting quality will be competent by:

Identifying the necessary competence;�

Conducting competency assessment to identify any deficiencies providing necessary training/education or�

other actions (such is the recruit of suitable qualified personnel, including subcontracting) to overcome these

deficiencies; and ensuring that records of such training and education are adequately maintained and

preserved.

Including suitable and measurable quality objectives to personnel for job tasks performed and measuring�

performance against objectives at least during formal annual reviews to ensure that personnel is aware of

the importance of their activities

Ezi Cut Tree Services Pty Ltd will ensure that everyone in a "quality-critical'' role is suitable for the role by having

regard to their existing skills and through the provision of on-going training.

Our staff are selected for their roles after careful consideration has been given to their previous work history (if

any), both within and outside Ezi Cut Tree Services Pty Ltd, their relevant academic study and any task-related

training already completed.

Where a need for training is identified, this will be arranged to an agreed priority and a record of this training will

be kept.

Our Training Manager/HR Manager/HR Department/Department Manager is responsible for identifying training

needs in consultation with Department Managers/Supervisors/Team Leaders and will arrange and monitor all

training programs.

Refer Procedure: QP 3.5 Resource Management

Infrastructure

To achieve product conformity, we will:

Produce an inventory of buildings, machinery and equipment, transport and communication facilities,�

hardware and software affecting the product quality;

Monitor its continuous suitability though scheduled regular workplace inspections.�

Work Environment

To achieve a work environment capable of producing consistent product (or service), we will:

Develop conditions of work to ensure best performance;�

and Monitor such conditions to ensure their continuous suitability�

Product Realisation





Tag: Approved By:

Policy RefPN0007

PolicyProduct Realisation

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Product Realisation.

PurposeThe purpose of this policy is to explain the general procedures relating to Product Realisation


ProcedureEzi Cut Tree Services Pty Ltd will ensure that we can always meet our objectives and deliver a product or service

that meets our customer needs, complies with regulatory requirements and satisfies our organisation standards.

We will follow a system of product realisation, before delivering the product to our customer. This will include:

Planning the product realisation - we will plan and develop the processes needed for product realisation1.

form conceptual/initial stages until delivery.

Prior any stage of product realisation we will determine the customer requirements and any statutory and2.

regulatory (legal) obligations to ensure that these requirements and obligations are clear and understood.

We will then review these requirements/obligations to ensure our capability to deliver, prior making any3.

commitments to the customer. If we do not have the capability, we will not take it on ourselves to make the

product.

For any new product, we will embark on a disciplined design control to ensure that quality objectives,4.

customer requirements and statutory obligations are fulfilled.

Purchasing operations related to product will be controlled to ensure that purchased product conforms to5.

pre-set specifications.

Production and service of product will always follow pre-set procedures and work instructions. Checks will be6.

performed at each stage of production and service to ensure product conformity.

Any monitoring and measuring equipment used to verify product conformity will be calibrated to ensure that7.

records of product verification of conformity are indeed adequate.

Planning of Product Realisation

Ezi Cut Tree Services Pty Ltd will ensure that we can always meet our quality objectives and deliver a product or

service that meets our customer needs and statutory obligations. This will include:

Determining the product requirements, specifications and quality objectives related to the product or the1.

service;

Determining the need to establish processes, documents, and provide resources specific to the product or2.

service;

Establishing the necessary processes of verification, validation, monitoring, inspection and test activities3.

specific to the product and the criteria for product acceptance.

Ensuring that records are collected to provide evidence of product conformity.4.

Customer-Related Processes





Tag: Approved By:

Policy RefPN0008

PolicyCustomer-Related Processes

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Customer-Related Processes

PurposeThe purpose of this policy is to explain the general procedures relating to Customer-Related Processes


ProcedureEzi Cut Tree Services Pty Ltd will ensure that we can always meet our quality objectives and deliver product that

meets our customer needs whilst ensuring that we meet all applicable statutory obligations and organisation

standards. To do this effectively we will need the:

Identification of Product Requirements

Ask and obtain specific customer requirements, including requirements for delivery and any post-delivery

activities.

Determine any statutory and regulatory requirements related to the product.

Identify any additional requirements determined by our organisation

Formal Review of Product Requirements Prior Tendering or Quoting

Prior submission of a tender or quotation we will make sure that we understand the requirements and have the

capability to deliver on time and in full. If we are unable to fulfil these expectations we will either not tender or

quote, or offer a non-conforming tender/quote.

Order or Contract

When we receive a contract or an order to supply products we will check that the contract or order matches the

original specifications and that that we still have the capability to meet customer agreed requirements. If not we

will ensure that we resolve any differences with the customer prior to accepting the order or the contract. If such

differences cannot be resolved we will not accept the order or the contract.

Order/Contract Amendment

If an order or a contract requires amendment, we will do this amendment in a formal way including open

communication with the customer and other interested parties.

Record Keeping

The following records are considered Quality Records, therefore preserved and maintained by the Sales and

Marketing Manager:

Quotations,�

Tenders,�

Formal review of customer requirements,�

Contracts,�

Orders�

Amendments to contracts tenders and orders.�

Refer procedure: QP 3.6 Customer Related Process

Product Design and Development





Tag: Approved By:

Policy RefPN0009

PolicyProduct Design and Development

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Product Design and Development

PurposeThe purpose of this policy is to explain the general procedures relating to Product Design and Development


ProcedureOur design process will be checked at various stages by suitably qualified staff to ensure that the design will

result in a product that meets our customer's specification. These stages will include:

Design and Development Planning

The design and development plan will outline the steps in the process, specify who is responsible for each part of

the design/development process and outline all the inputs to the process. It will also outline what is the

validation activity mandatory to be conducted at the end of each stage to ensure success. The design and

development plan may alter as the design progresses.

Design and development inputs

During the design process, inputs to the design process will be determined, clearly defined and records

maintained. Inputs will include:

Functional and performance requirements�

Statutory and regulatory requirements as applicable�

Information from previous designs where applicable;�

Other essential requirements�

Design and Development Outputs

During the design/development process, we will regularly check that the outcomes are according to specification

and that all departments that will be involved in implementing the design are consulted. We will ensure that the

design and development outcomes meet all statutory safety and environmental requirements.

Design and Development Review

At relevant stages during the design or development process, Ezi Cut Tree Services Pty Ltd will review progress

against planned requirements.

Any problems identified will have actions planned and implemented to correct the problem.

Records of reviews and any actions will be maintained. Participants in the review will include representatives of

staff involved in the design and development process.

Design and Development Verification

Ezi Cut Tree Services Pty Ltd will plan verification for designs to verify that design and development outputs meet

input requirements. Records of verification activities and any actions required will be maintained.

Design and Development Validation

During design and upon completion, the product or service will be tested to ensure that it performs as expected

at the commencement of the design process and to verify that the performance is in line with the customer's

specifications.

Control of Design and Development Changes

Any changes or modifications to the design after implementation will also be reviewed, documented and

approved before they are implemented.

Refer Procedure: QP 3.7 Design and Development Management

Purchasing





Tag: Approved By:

Policy RefPN0010

PolicyPurchasing

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Purchasing

PurposeThe purpose of this policy is to explain the general procedures relating to Purchasing


ProcedurePurchasing Process

Ezi Cut Tree Services Pty Ltd will ensure a quality product to our customers by checking that anything we

purchase which becomes an input to our quality process has been verified as meeting our specification. We will

do this by:

Before placing an order we will carefully evaluate the supplier to ensure that they can supply a product that

meets our requirements. We shall maintain records of the evaluation process.

Purchasing Information

Our requirements will be specified when we place an order with a supplier. This will include part numbers or

other identifiers, a clear and unambiguous description, copies of drawings if applicable, details of relevant

standards and any requirements relating to approval. Only authorised personnel shall be able to issue purchase

orders.

Verification of Purchased Product or Service

When appropriate, we will arrange for our own staff, or our customer, to check the product before it leaves the

supplier premises. We will specify this inspection process in our purchase order to the supplier.

On receipt of materials/goods:

Goods received by Ezi Cut Tree Services Pty Ltd will be inspected when received to ensure that they conform to

specifications such as the description on our order, the description on the delivery document and any

requirements of our process control procedure. The conforming product will be released to the Production

Department or Store and any non-conforming product will be quarantined until dealt with.

Refer Procedure: QP 3.8 Purchasing

Production and Service Provision





Tag: Approved By:

Policy RefPN0011

PolicyProduction and Service Provision

DescriptionEzi Cut Tree Services Pty Ltd Business Systems has guidelines for all employees regarding Production and Service

Provision

PurposeThe purpose of this policy is to explain the general procedures relating to Production and Service Provision


ProcedureControl of Production and Service Provision

Ezi Cut Tree Services Pty Ltd will monitor our production and subsequent service process (if necessary) in order

to ensure that our products meet the specified standard and product requirements. Our system of monitoring

these processes will include:

1. Determining the product characteristic standards at the end of each production stage

Product standards during each stage of production process will be determined during product design and

development. These standards will be communicated to production personnel either by provision of drawings,

visual examples or other means to enable checks for conformity.

2. Documenting Production and Service Processes

The steps of the production process, delivery and post-delivery activities will be defined and documented in

procedures, with particular attention to ensure the product meets specified requirements and employee/user

safety. The aim of documented procedures is to establish a standard way of performing the process (i.e.:

everybody does it the same) to ensure product quality and employees safety.

Any relevant standards will be listed in these procedures along with criteria on expected work standards and

acceptance criteria for the product. Any hold-points for inspection and testing of the product will be specified.

Where special qualifications are required by people or equipment, these will be also specified. Any measuring

and monitoring equipment critical to ensuring both the product meets requirements and operator safety will

also be specified, including when they are to be used and how.

3. Suitable Equipment

We will provide the correct equipment for each task and it will be maintained in working order. The limits on

operation of the equipment will be defined in the written procedures or written work instructions.

4. Handling of the Product during prodcution, packaging, delivery and installation

Work procedures/instructions will include details on how to ensure that the product is not damaged during

production, inspection, packaging, loading, delivery and installation. We will ensure that the product is not

damaged.

5. Control and Monitoring of Each Production Stage

During Production activities we will follow proper procedures to ensure that this process is controlled.

Refer procedure:

QP 3.9 Control of Production�

QP 3.20 Servicing�

Production Monitoring

As specified in our process control procedure, our product will be inspected and tested during production so that

any non-conforming product is detected and removed or reworked. Product status (good, reject, on hold) will be

identified during each production stage.

All products will be held until inspections and tests are completed. Products can however be released under our

'positive recall' system in certain circumstances, providing it is identified so that it can be recalled at a later date

for inspection and testing.

Prior to release or installation

Our product will not be released to the customer until final inspection and testing is complete. These final checks

will verify that the finished product meets its original specification and that previous inspections and tests on

receipt and during production have been completed satisfactorily. All relevant documentation will be completed

and authorised

Records will be kept of inspections and tests completed throughout the process to show that our product has

met the appropriate acceptance criteria and that people with suitable authority have completed these

inspections and/or tests.

Refer procedure; QP 3.10 Monitoring and measurement

Validation of Processes for Production and Service Provision

Where Ezi Cut Tree Services Pty Ltd has processes for production and service provision where the final product or

outcome can only be verified after completion or when the product is in use, only prescribed equipment and

personnel who are appropriately qualified for the task will be allocated and complete the work. These conditions

will be monitored during the process to ensure compliance with specified requirements throughout the process.

The process will be reviewed and revalidated as appropriate to ensure control of production conditions. Records

of validation and monitoring activities will be maintained.

Identification and traceability

We will ensure that throughout production, testing and installation the product status is properly identified and

traced so that if anything is found to be non-conforming we can identify not only the source of the problem but

also how many products of the same batch/model are affected. This will enable proper corrective action to be

taken.

Proper identification of the products or storage area will enable us to the current inspection and test status of

the product (awaiting inspection, inspected and approved, production hold, product rejected).

Refer procedure: Production and Service

Refer Procedure:

QP 3.11 Monitoring and Measurement Status�

QP 3.12 Product Identification�

Customer Property

Ezi Cut Tree Services Pty Ltd clearly identifies and maintains property supplied by the customer for use or

incorporation into the product whilst it is the responsibility of the company. If the customer property is lost

damaged or unsuitable for incorporation into the product, this will be reported to the customer and records will

be maintained.

Refer procedure: QP 3.13 Control of Customer Property

Preservation of Product

Ezi Cut Tree Services Pty Ltd has procedures in place to ensure product (or its constituents) continue to conform

to requirements throughout the production process and during delivery. This includes where applicable,

identification, handling, packaging, storage and protection.

Refer procedure: QP 3.14 Preservation and Handling

Control of Monitoring and Measuring Equipment





Tag: Approved By:

Policy RefPN0012

PolicyControl of Monitoring and Measuring Equipment

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Control of Monitoring and Measuring

Equipment

PurposeThe purpose of this policy is to explain the general procedures relating to Control of Monitoring and Measuring

Equipment.


ProcedureEzi Cut Tree Services Pty Ltd will implement procedures to ensure that all equipment used for inspecting,

measuring or testing our product is controlled, has been calibrated and is maintained. Equipment will be

calibrated to a known standard and calibration tolerances will be sufficient to correctly verify conformance of our

product to its specifications. Procedures will also define what action is taken if the acceptance criteria are not

met and equipment is found to be out of calibration.

Any software or test hardware used for comparison purposes will be checked to make sure that it is able to verify

acceptability of product, and that further checks will be conducted periodically.

If our customer requests technical data on our testing equipment to verify that it is performing adequately, this

information will be provided.

Our procedures will ensure that our inspection, measuring and test equipment has been:

Chosen as suitable for the task;�

Identified as critical to product quality;�

Calibrated to acceptable tolerance at prescribed intervals;�

Recorded as to identification, location, frequency and method of checks and acceptance criteria;�

Labelled for identification and to indicate calibration status;�

Used in appropriate environmental circumstances that would not influence test results;�

Stored so that the accuracy of the equipment is maintained;�

Adjusted only by authorised personnel.�

Refer Procedure: QP 3.15 Control of Monitoring and, Measuring Equipment

Measurement, Analysis and Improvement





Tag: Approved By:

Policy RefPN0013

PolicyMeasurement, Analysis and Improvement

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Measurement, Analysis and Improvement

PurposeThe purpose of this policy is to explain the general procedures relating to Measurement, Analysis and

Improvement


ProcedureGeneral

Ezi Cut Tree Services Pty Ltd is keen to ensure that our business objectives are implemented on time and in full.

To this extent we will ensure:

1. Product Conformity and Control of Non-Conformance Product

Production procedures will include requirements for measuring sample products. Such samples will be then

analysed using quality statistical tools, as appropriate, to ensure that products conform to requirements.

Non-conforming product will be segregated as per defined procedure to ensure that it is not sent to customers.

Non-conforming product will also be measured to ensure the reject rates do not exceed maximum allowable

rates. We will analyse rejects to identify root causes and to generate actions for control of such root causes.

2. Processes Conformity

Processes affecting product quality will also be measured with data recorded and analysed on a regular basis.

Critical processes will have their capability measured and analysed as the starting initiative for improving their

performance

3. Customer Satisfaction

We will identify the top 10 customers of the business. Proactively, we will conduct customer surveys on a regular

basis and act upon their findings. We will also regularly visit these critical customers to monitor their satisfaction

with our product and services.

4. Quality System Performance

At planned intervals we will conduct internal audits to determine whether the quality system conforms to

planned arrangements and if it is effectively implemented and maintained. Qualified auditors will conduct such

audits.

5. Continuous Improvement

Data collected from product conformity/non-conformity, process capability, customer surveys, internal audits,

business performance and quality objectives measurement, will generate corrective and preventive actions. Our

organisation will also aim to train all of our employees in quality tools and techniques and aim for involvement in

formal and informal Improvement Projects.

Monitoring and Measurement





Tag: Approved By:

Policy RefPN0014

PolicyMonitoring and Measurement

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Monitoring and Measurement

PurposeThe purpose of this policy is to explain the general procedures relating to Monitoring and Measurement


ProcedureCustomer Satisfaction

Ezi Cut Tree Services Pty Ltd has implemented methods of collecting feedback from customers on their

perception of product and service provision. Data collected from these methods will be analysed for trends and

with the view of identifying areas where improvements can be made and reviewed in future.

Internal Audit

Ezi Cut Tree Services Pty Ltd will institute a procedure for regular internal auditing of our quality system. This will

be designed to:

Conduct audits on a scheduled basis at regular intervals;�

Identify any areas of the organisation where operations do not conform with the requirements of our quality�

system;

Provide a report to responsible management for action to be taken on correcting any non-conformance;�

Follow-up to ensure that corrective action has been effective;�

Identify possible improvements to the quality system;�

Maintain records of internal quality audits.�

Internal audits will be conducted by suitably trained personnel. The auditors will be independent from the areas

that they are auditing.

Refer Procedure: QP 3.16 Internal Quality Audits

Monitoring and Measurement of Processes

Processes affecting product quality will also be measured with data recorded and analysed on a regular basis.

Critical processes will have their capability measured and analysed as the starting initiative for improving their

performance.

Monitoring and measurement of Product

Ezi Cut Tree Services Pty Ltd monitors and measures the product (or service) to show that it continues to meet

stated requirements at specified points in the production (or delivery) process. Where product does not meet

specifications, correctives action will be identified and carried out. This will be followed up to ensure the problem

does not recur. The person releasing the product for delivery to the customer will be indicated on the test

records.

Control of Non-conforming Product





Tag: Approved By:

Policy RefPN0015

PolicyControl of Non-conforming Product

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Control of Non-conforming Product

PurposeThe purpose of this policy is to explain the general procedures relating to Control of Non-conforming Product


ProcedureIn order to ensure that non-conforming product does not reach our customers, Ezi Cut Tree Services Pty Ltd will

implement a procedure to control any of our product or processes which are assessed as not conforming to

specified requirements.

When a non-conformance is identified we shall:

Act promptly to evaluate the effect of the non-conformance;�

Mark the product with its status;�

Segregate the product if necessary;�

Determine what shall be done to correct the non-conformance;�

Take action to correct the non-conformance;�

Document the process.�

Refer procedure: QP 3.17 Control of Non Conformances

Analysis of Data





Tag: Approved By:

Policy RefPN0016

PolicyAnalysis of Data

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Analysis of Data

PurposeThe purpose of this policy is to explain the general procedures relating to Analysis of Data


ProcedureEzi Cut Tree Services Pty Ltd identifies where data can be collected to demonstrate the effectiveness of the

system in enhancing customer satisfaction and meeting statutory and regulatory requirements. The data will be

collected, analysed and evaluated to demonstrate continual improvements made in the system.

Data includes measurements made as part of monitoring processes and from other relevant sources.

The analysis of data will include information on:

Customer satisfaction�

Product conformity�

Details and trends of processes including opportunities for preventive action.�

Supplier information�

Refer procedure: QP 3.18 Data Analysis

Improvement





Tag: Approved By:

Policy RefPN0017

PolicyImprovement

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Improvement.

PurposeThe purpose of this policy is to explain the general procedures relating to Corrective and Preventive Action


ProcedureContinual Improvement

Ezi Cut Tree Services Pty Ltd will continually improve the effectiveness of the quality management system

through the use of the Quality Policy, quality objectives, audit results, analysis of data, corrective and preventive

actions and management review.

In the event of a non-conformance, Ezi Cut Tree Services Pty Ltd will implement our procedure to take corrective

and preventive action which is designed to eliminate the chance of a similar event in the future.

Corrective Action

We will:

ensure that reports from our customers of non-conforming product or service are dealt with promptly and�

effectively to the satisfaction of ourselves and the customer;

investigate the causes of the non-conforming product;�

decide how to correct the causes of non-conformance;�

follow-up to ensure that corrective action is effective;�

keep records of the corrective action process;�

refer corrective action for management review.�

Preventive Action

We will:

analyse all information available to detect possible future non-conformances;�

decide how to prevent the problem occurring;�

take action to prevent the problem occurring and follow-up to ensure the action was effective;�

identify possible improvements to the quality system which will avert potential problems;�

keep records of the preventive action process;�

refer preventive action for management review.�

Corrective and preventive action investigations will be conducted by authorised personnel.

Refer Procedure: QP 3.19 Corrective and Preventive Action


Quality Procedures

Quality Management System 1





Tag: Approved By:

Policy RefPN0018

PolicyQuality Management System 1

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Quality Management System 1

PurposeThe aim of this procedure is to define how the quality system of Ezi Cut Tree Services Pty Ltd is documented.


ProcedureQuality Policy

Our CEO/Managing Director/General Manager of Ezi Cut Tree Services Pty Ltd is responsible for defining our

Quality Policy which is a statement of our company's commitment to meeting customer requirement, delivering

quality products and the continuous improvement of our quality management system effectiveness and business

performance. The Quality Policy will state our quality objectives that will be in line with other strategies and

objectives for management of the company as a strong, vital organisation. The Quality Policy will be distributed

throughout the organisation, displayed at prominent locations and we will ensure that all staff are aware of its

aims through quality awareness training. The policy will be reviewed annually by the CEO/Managing

Director/General Manager to ensure that it continues to be relevant and effective.

Quality Manual

The Quality Manual is prepared by our Quality Representative/Quality Manager and is issued with the approval

of the CEO/Managing Director/General Manager. It is a controlled document and is issued in accordance with QP

3.2: "Document and Data Control''. The Quality Manual is an overview of what we will do to meet the

requirements of ISO 9001:2008 and lists which procedures within our system are relevant to each element of the

standard.

Quality Procedures

Our Quality Procedures are prepared and issued by the Quality Representative/Quality Manager in consultation

with Department Managers and are controlled documents in accordance with QP 3.2: "Document and Data

Control''. Quality Procedures describe in detail how we will satisfy the requirements of ISO 9001:2008 and they

will include an aim, scope, list of references, responsibilities, method and records. Quality Procedures may be

reviewed at any time to reflect a change in circumstances or improvements to the system, but in any case they

will be reviewed annually.

Quality Work Instructions/Forms

Work Instructions and Forms are prepared and issued by the Quality Representative/Quality Manager in

conjunction with Department Managers and are controlled documents in accordance with QP 3.2: "Document

and Data Control". They detail the necessary steps for each quality-related activity in logical sequence so that the

activities can be consistently repeated to the standard required in the procedures. Work Instructions will include

an aim, scope, list of references, responsibilities, method and records. Work Instructions and Forms will be

reviewed and updated as necessary to reflect changing circumstances in order to accurately describe each task.

Quality Plans (including Continuous Improvement Projects)

Quality Plans are prepared and issued by the person in charge of the specific project (which is the subject of the

plan), in consultation with the Quality Representative/Quality Manager. They are controlled documents in

accordance with QP 3.2: "Document and Data Control''. Quality plans outline the particular actions and

considerations that may be needed for a particular project, contract, process or customer and they are only

relevant for the duration of that specific event.

Quality Plans will refer to existing Procedures and Work Instructions but will also address:

Whether any special controls, processes, equipment, resources or skills will be needed for the project;�

Ensuring that all the processes will be in accordance with relevant procedures;�

Ensuring that suitable inspection and testing techniques either exist or can be developed for the project.�

Where new techniques must be acquired, the plan will ensure that they can be developed in time;

Checking and verification procedures to be completed at the appropriate stages in the project;�

Standards of acceptability must be clearly understood;�

Preparation of appropriate quality records which will be maintained as part of the project.�

We will maintain documented Quality Plans as a quality record�

Document & Data Control





Tag: Approved By:

Policy RefPN0019

PolicyDocument & Data Control

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Document & Data Control

PurposeThe aim of this procedure is to ensure that only current revisions of quality documents and data are available for

reference and that they are suitably authorised and issued.

ScopeThis procedure applies to controlled documents (including data) in the quality system, including:

Quality Manual;�

Quality Procedures;�

Quality Work Instructions and forms;�

Quality Plans;�

International and local standards;�

Government regulations;�

Equipment operating manuals;�

Design drawings, layout plans and manufacturing drawings;�

(Specify others as appropriate).�

References

ISO 9001:2008 Clause 4.2.3

Quality Manual – Section 3.2 Document and Data Control

Form F5.6 – Document Control Master List

Responsibilty

Quality Representative/Quality Manager Issuing documentation, maintaining master list.

All staff Updating their documents with new issues.

ProcedureInternal Quality Documents

The internal quality documents listed above will be marked with a title, issuing authority, revision number and

date of issue.

Quality Procedures will each be given the Prefix of "QP", a number (relating to the relevant part of ISO 9001:2008

and, if necessary, a subordinate number if there are several procedures relating to the same part of the

standard).

Specific Safety Procedures will each be given the Prefix of "SP" followed by a number, as per Ezi Cut Tree Services

Pty Ltd Safety, Health and Environment Manual Procedures.

Specific Environment Procedures will each be given the prefix of "EP" followed by a number. In addition:

Work instructions will be similarly numbered using "WI" as the prefix.�

Forms will be similarly numbered using "F" as the prefix.�

Quality Plans will be numbered using "P" as the prefix.�

Schedules will be similarly numbered using "SCH" as the prefix.�

External Quality Documents

The external quality documents listed in the scope above will be identified by Ezi Cut Tree Services Pty Ltd with a

title, revision number (or some other means of determining revision status) and date of issue.

Issuing Quality Documents

All quality documents will be issued by the Quality Representative/Quality Manager after checking that they have

the appropriate authorisation. They will be issued to appropriate persons according to the need for relevant

instructions to be available where they will assist the effectiveness of the quality system.

A master copy of quality documents will be kept by the Quality Representative/Quality Manager and will be

available as a reference to all staff. Each copy of the document will be stamped with a "controlled" stamp and

given a "copy number'' so that they can be identified later.

Superseded or obsolete documents will normally be destroyed by the original holder, but where there is a need

to retain these documents for legal reasons or retention of knowledge, they will be marked "Superseded" and

only used for reference and not as part of normal quality processes.

Copies of quality documents may be issued to persons outside the company with the Quality

Representative/Quality Manager's approval but they will be stamped "uncontrolled" and will not be included in

the master list described below.

Documents will only be changed and updated by the original authoriser (or person holding that position).

Control of Quality Records

The Quality Representative/Quality Manager will maintain a master list of documents (Form F5.6) indicating the

holder of each document, the copy number, the revision number and the date issued.

Electronic Data

Documents and data kept in electronic form will be backed-up each day or week by the IT Manager and a copy of

the backup kept off site for security reasons.

Document Control Example





Tag: Approved By:

Policy RefPN0020

PolicyDocument Control Example

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Document Control Example

PurposeTo specify the processes required to:

control those documents needed to ensure the effective planning, operation and control of Ezi Cut Tree�

Services Pty Ltd’s processes; and

to prevent the use, intended or unintended, of documents that are obsolete or have not been authorised.�

ScopeThis procedure applies to all documents needed to ensure the effective planning, operation and control of Ezi

Cut Tree Services Pty Ltd’s processes. In most cases this will be written procedures and work instructions

required for staff to carry out their activities. However, other documents (e.g. plans, drawings, reports) are also

needed to comply with this procedure. More detail is provided at the end of this procedure.

Individual working documents, where these documents are not to be used by or made available to other

individuals or are not required for the effective operation of the Company, do not need to comply with this

procedure.

Definitions

Controlled Copy — An authorised copy of a document. This copy has the same authenticity as the original.

Uncontrolled Copy — A copy of a document that has not been authorised and has no authenticity.

NOTE: Uncontrolled copies have no status since they could have had unauthorised changes made or not be the

latest version.

REFERENCES - ISO 9001:2008 Clause 4.2.3

Procedure1. It is the responsibility of each section manager to identify those documents that need to comply with this

procedure in order to meet this procedure’s objective.

2. All staff are to be advised of the location of the controlled copies of documents. Staff are to be encouraged to

use controlled copies rather than uncontrolled copies (e.g. printed versions of electronic documents that are

kept on hand for convenience).

3. Where printed copies of electronic documents are used it is the responsibility of managers to ensure these are

the latest, authorised versions.

4. For electronic documents, IT procedures (e.g. backups) are required to ensure the documents are adequately

maintained, cannot be changed and are readily available. As far as possible only a single copy of the electronic

file is to be kept. Where, for practical reasons, more than one electronic copy is kept then managers must ensure

these are controlled copies.

5. For documents that only exist in hard copy, these documents shall be identified, their location advised to staff,

stored so they don’t deteriorate or are lost, and are readily available to those staff that need access to the

document.

6. Where a new version of a document is released, it is the responsibility of the author (for internally generated

documents) or other delegated staff member to remove the previous version. Where this earlier version is

required for archival purposes (e.g. the previous annual report) the document shall be clearly identified as

archival (i.e. not current) and preferably filed in a separate location (i.e. to avoid unintended use).

7. Before release, each document must be approved by the appropriate, delegated manager. Evidence of this

approval must be available.

8. A list of those individuals responsible for approving documents is to be maintained.

9. When approving documents for release, managers shall indicate whether the document is to be reviewed and

updated and, if so, by when and by whom.

10. Where electronic documents are to be circulated widely, it would be appropriate to use .pdf versions rather

than Word documents. This avoids the potential for unauthorised changes.

11. Documents (electronic or hard copy) are to include Version details (see below), the name or initials of the

author, and any archiving requirements.

Version control

The objective of version control is to avoid the unintended (or intended) use of obsolete or unauthorised

documents.

1. Each document must clearly identify the Version number and the date of drafting and, where appropriate, the

date of authorisation. (Dates and Version numbers are most commonly placed in a header or footer.)

2. Version numbers shall start at 1.0. Whole numbers (2.0, 3.0 etc.) are to be used for major revisions, and

decimals (1.1, 1.2, 1.3 etc.) for minor revisions.

3. Where the document is a draft (i.e. it has not yet been authorised for use) then the word DRAFT is to be part

of the Version number. There may be more than one version of a draft.

4. When the document is authorised and released then the Version number reverts to the next appropriate

number in sequence. For example, DRAFT Version 4.2 may, when authorised, become Version 3.2 – the next

number in the sequence.

5. The date shall clearly identify the date of drafting and, where appropriate, the date of authorisation. The MS

Word field code <date> should not be used since it updates each time the document is loaded and therefore

does not indicate the true date of drafting.

6. Documents that are un-controlled copies are to be clearly marked as uncontrolled (e.g. when using an

electronic file centrally located it is often marked ‘Uncontrolled when downloaded or printed’).

Archiving

Managers are to establish archiving polices and rules for documents relevant to their section. In developing these

rules applicable external requirements (e.g. Federal Government Archives Act) need to be taken into account.

Records

Records required by this procedure:

List of controlled documents, their title, version number (if appropriate), location, and the manager�

responsible for that document.

Examples of Documents Subject to this Procedure

For Ezi Cut Tree Services Pty Ltd ‘Documents needed by the organization to ensure the effective planning,

operation and control of its processes’ include, but are not necessarily limited to:

Policies�

Procedures developed for the control of processes (including check lists and flow charts).�

Work instructions that describe how to do a task.�

Planning documents (e.g. strategic plan, work plans, measurement and test plans).�

Reports (and/or statistical summaries) to senior management, the Board and external stakeholders.�

Marketing and promotional documents.�

All pages on the web site.�

Forms.�

HR documents (e.g. enterprise agreement, position descriptions)�

Administrative circulars.�

Templates and/or proforma documents such as letters or contracts.�

Organisational charts.�

Control of Critical Records





Tag: Approved By:

Policy RefPN0021

PolicyControl of Critical Records

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Control of Critical Records

PurposeThe aim of this procedure is to ensure that records that verify quality and business activities of Ezi Cut Tree

Services Pty Ltd are collected and maintained for a suitable period.

ScopeThis procedure applies to the identification, collection, indexing, accessing, filing, storage, maintenance and

disposal of records listed below under Method.

References

Quality Manual – Quality Management�

Schedule SCH6.1 – Document Retention Schedule�

Form F5.18 – Archive Register�

Responsibilities

All staff Collection of records

Clerical staff Collection, indexing, accessing, filing, storage,

maintenance and disposal of records, completing

Archive Register

Quality Representative/Quality Manager Determination of suitable retention periods

ProcedureThe following documents will be kept as quality records:

Minutes of Management Review Meetings QP 3.4: Management Responsibility

Quality objectives and plans QP 3.4: Management Responsibility

Project-specific Quality Plans QP 3.1: Quality System

Inquiry log QP 3.6: Customer-related process

Customer correspondence, orders,

amendments

QP 3.6:Customer-related process

Tender submissions QP 3.6: Customer-related process

Contract Review QP 3.6: Customer-related process

Design Plans QP 3.7: Design and Development management

Drawing Register QP 3.7: Design and Development Management

Design reviews QP 3.7: Design and Development Management

Design outputs (calcs, tests, drawings,

models)

QP 3.7: Design and development Management

Computer models, files and simulations QP 3.7: Design and development management

Operating manuals resulting from design QP 3.7: Design and development management

Master List of Quality Documents issued QP 3.2: Document and Data Control

Supplier evaluations QP 3.8: Critical Purchasing

Requisitions QP 3.8: Critical Purchasing

Purchase orders QP 3.8: Critical Purchasing

Delivery Dockets QP 3.13: Control of customer property

Job Number Register QP 3.12: Product ID and Traceability

Batch or Serial Number register QP 3.12: Product ID and Traceability

Job Sequence Sheets QP 3.9 : Process Control

Records of special qualifications of workers QP3.5: Control of production and services

Records of special qualifications of

equipment

QP .3.9: Control of production and services

Inspection and Test Plans QP 3.11: Monitoring and measurement

Goods Received Advice QP 3.11:Monitoring and measurement Inspection and

Test

Calibration Record QP 3.15: Inspection, Measuring and Test

Purchase records for testing equipment QP 3.15: Inspection, Measuring and Test

Certificates for calibration masters QP 3.15: Inspection, Measuring and Test

Monthly NCR Report to Managers QP 3.17: Non-conforming Product

Non-conformance Reports QP 3.17: Non-conforming Product

Computer records of stock issued from Store QP 3.12: Preservation and Handling of Product

Copies of Delivery Advice/Transmittal Sheet QP 3.12: Preservation and Handling of Product

Archive Register QP 3.3: Control of Critical Records

Internal Audit Schedule QP 3.16: Internal Quality Audits

Internal Audit Reports QP 3.16: Internal Quality Audits

Job Descriptions QP 3.5: Human Resources Management

Employment Application Forms QP 3.5: Human Resources Management

Training Records QP 3.5: Human Resources Management

Annual and mid-year Performance Review QP 3.5: Human Resources Management

Service Schedules QP 3.9: Servicing Procedure

Service Reports QP 3.9: Servicing Procedure

Product performance analysis QP 3.18: Analysis Techniques

Indexing, Accessing, Filing, Storage and Maintenance

Records listed above will generally make reference to a job number and be filed with other documents relating to

that job. Alternatively they will be filed in the Department which actions them. All quality records will be stored

and maintained in a way that will protect them from theft, loss or deterioration. These records will be legible and

accessible.

Disposal of Records

Documents which are no longer required for daily use may be archived and the details recorded on Form F6.18

"Archive Register''.

The Quality Representative/Quality Manager will prepare a schedule (SCH 6.1"Document Retention Schedule''),

which states the statutory period that documents must be retained before they may be destroyed.

Records that are retained at the request of a customer must not be destroyed without the approval of the

customer.

Records

The following documents will be kept as quality records:

Archive Register (Form F5.18).

Control of Quality Records





Tag: Approved By:

Policy RefPN0022

PolicyControl of Quality Records

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Control of Records

PurposeSpecifies the requirements for records needed to provide evidence of the effective operation of the management

system.

ScopeThis procedure applies to all records needed to provide evidence of results achieved or activities performed as

part of the operation of the quality management system. Some examples of records that may be needed are

listed at the end of this procedure.

Individual copies of records, where these records are not to be used by or are not required as an official record of

the operations of Ezi Cut Tree Services Pty Ltd, do not need to comply with this procedure.

Most financial records are outside of the QMS since they are required to meet other requirements such as

Accounting Standards and Government reporting.

References

ISO 9001:2008 Clause 4.2.4 applies�

Definitions

Record—a document stating results achieved or providing evidence of activities performed

Procedure1. It is the responsibility of each section manager to identify those records that need to comply with this

procedure in order to meet this procedure’s objective. Many procedures provide details of the records

generated by that procedure.

2. Managers are responsible for identifying the retention time and disposal method of records. These

requirements will take into account Government and statutory requirements.

3. The table at the end of this procedure lists those records that ISO 9001 specifies must be maintained in order

to claim compliance with the standard. Our senior managers will allocate responsibilities for collection and

storage of these records.

4. Each section will develop a schedule of records. This schedule will contain, at least the following:

Title of the record�

Responsibility for filing�

Location�

Retention time�

Disposal action�

Restricted access or distribution (privacy concerns)�

This schedule can be in electronic or paper form�

5. Senior management are to ensure that staff are aware of their responsibilities with regard to records,

including the nature and use of the filing systems and the release of documents.

6. All records are to be identified as to purpose and date. Identification is usually an intrinsic part of the record

(e.g. headings on a form, activity recorded and date of action) but where there is doubt then some form of

annotation should be used. Records do not require version control since they are not subject to change.

7. All records are to be filed in a systematic way so that they are readily accessible to staff and auditors.

8. Records are to be stored under conditions that prevent the degradation, legibility or premature

loss/destruction of the record.

9. For electronic records, appropriate IT procedures (e.g. backups) have been implemented to ensure the

documents are adequately maintained and are readily available. The IT section can provide details of how to gain

access to records that have been accidentally deleted.

10. As far as possible, only a single copy of a record will be kept. Where, for practical reasons, more than one

copy is needed then managers need to identify which copy is the 'official' version. Where multiple copies are

required it may be advisable to note where the additional copies are filed.

11. Records are to be readily retrievable by the staff that have authorised access to the record.

12. Managers will identify those records that require restricted access for privacy and confidentiality reasons

(e.g. personnel records).

13. Policies, procedures and appropriate IT systems are to be established at the Executive and section level to

prevent the unauthorised release of confidential or private information.

Records required by the standard

The following records are required to be kept:

Clause Record required Section

Management review

5.6.1

Management reviews of operations and the QMS Executive/ Quality

manager

Competence, awareness and

training

6.2.2

Education, training, skills and experience of staff. HR

Planning of product

realization 7.1 (d)

Evidence that the processes used in developing

products and services, and the resulting product or

service meets requirements

All applicable sections

Review of requirements

related to the product

7.2.2

Results of the review of requirements (prior to

supply) related to the product or service and actions

arising from the review

All sections

Design and development

inputs 7.3.2

Design and development inputs relating to product

requirements



review 7.3.4

Results of design and development reviews and any

necessary actions



verification

7.3.5

Results of design and development verification and

any necessary actions



validation

7.3.6

Results of design and development validation and

any necessary actions


Control of design and

development changes

7.3.7

Results of the review of design and development

changes and any necessary actions


Purchasing process

7.4.1

Results of supplier (for purchases of physical

products and services) evaluations and any

necessary actions arising from the evaluations

Purchasing section

Validation of processes for

production and service

provision 7.5.2 (d)

As required by the organization to demonstrate the

validation of processes where the resulting output

cannot be verified by subsequent monitoring or

measurement

All sections

Identification and

traceability 7.5.3

The unique identification of the product (e.g. a

course or publication), where traceability is a

requirement


Customer property

7.5.4

Customer property that is lost, damaged or

otherwise found to be unsuitable for use


Control of monitoring and

measuring devices

7.6

Basis used for calibration or verification of measuring

equipment where no international or national

measurement standards exist


Internal audit

8.2.2

Internal audit results and follow-up actions Executive/ Quality

manager

Monitoring and

measurement of product

8.2.4

Indication of the person(s) authorizing release of

product.


Control of nonconforming

product

8.3

Nature of the product nonconformities and any

subsequent actions taken, including concessions

obtained

Executive/ Quality

manager

Corrective action

8.5.2

Results of corrective action Executive/ Quality

manager

Preventive action

8.5.3

Results of preventive action Executive/ Quality

manager

The required records are to be included in the records schedule of those sections responsible for the records.

Explanatory Note

Examples of records

It is difficult to be definitive on the other types records to be kept, and in many cases it will be up to the section

to decide. Care needs to be taken to ensure that you do not start collecting records ‘because we might need it’ or

because ‘they may be wanted by an auditor’. Decide what is essential to providing evidence of product

conformity to requirements and evidence of conformity to the QMS and just retain those.

Legal requirements (e.g. contracts, sick leave, OH&S incidents).

Planning (e.g. summary statistics, Key Performance Indicators, previous plans).

Contractual (e.g. customer requirements, sales advice, deliverables).

Provision of products (e.g. dispatch records, measurement and test results).

Financial (e.g. orders, invoices).

Customer support and satisfaction (e.g. sales records, complaints, customer surveys).

Demonstrating conformity (e.g. with ISO 9001, with the QMS, with documented procedures and policies, with

product and service specifications).

Administration (e.g. general correspondence, training, HR).

Management Responsibility





Tag: Approved By:

Policy RefPN0023

PolicyManagement Responsibility

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Management Responsibility

PurposeThe aim of this procedure is to define the executive manager's quality responsibilities and those of other relevant

staff.

ScopeThis procedure applies to the executive manager of Ezi Cut Tree Services Pty Ltd and other nominated roles

within the company.

References

ISO 9001:200 - Clause 5�

Quality Manual – Section 5 Management Responsibility�

Quality Manual – Section 5 Organisation Chart�

Form F5.2– Management Review�

Responsibility

As listed in the method.

ProcedureOur CEO/Managing Director/General Manager is responsible for:

Establishing a vision, policies and strategic and measurable objectives consistent with the purpose of the�

Organisation Ezi Cut Tree Services Pty Ltd. Vision, policies and objectives shall be kept as quality records.

Leading the Ezi Cut Tree Services Pty Ltd by example;�

Communicating Ezi Cut Tree Services Pty Ltd direction, values and objectives regarding quality and the�

quality management system. Communication minutes shall be kept as quality records.

Participating in improvement projects, searching for new methods, solutions and products. Improvement�

projects minutes shall be kept as quality records obtaining feedback directly on the effectiveness and

efficiency of the quality management system, preparing and distributing our Quality Policy and ensuring that

our commitment to quality is understood and implemented by our staff. This policy will reflect the needs of

our external customers as well as colleagues within the company who are viewed as internal customers;

Allocating sufficient resources to meet objectives;�

Allocating responsibility for quality management to a member of the management team;�

Conducting a Quality Review meeting at regular intervals (three months) to ensure that the system is�

delivering the quality results that are specified in the Quality Policy. Minutes of this meeting will be kept as a

quality record.

Conducting half-yearly and annual management performance review with all of his/her managers to review

performance and implementation of quality objectives and plans. Minutes of performance reviewed shall be

maintained as quality records.

Our Quality Manager/Quality Representative is responsible for:

Ensuring that processes, procedures etc. needed for quality management system are established,�

implemented and maintained day-to-day management of the quality system;

Advising senior management on the performance of the system;�

Conducting training in quality awareness, quality analysis tools and techniques of quality improvement;�

Conducting internal quality audits;�

Monitoring and investigating non-conformances;�

Maintaining calibration of inspection and testing equipment;�

Preparing the minutes of the Management Review meeting (Form F5.2);�

Preparing and distributing quality system documentation;�

Preparing statistics and associated reporting;�

Communicate customer and statutory requirements throughout the organisation.�

Our Management Team is responsible for:

Developing actions for meeting the strategic direction, set objectives and business plans.�

Managing quality outcomes in their own departments;�

Seeking improvements to the quality management system wherever possible;�

Reviewing the quality performance of their departments investigating and remedying quality�

non-conformances on time and in full participating in the selection of staff for their department and ensuring

that suitably qualified staff are selected;

Seeing that the training needs of their staff are met as planned in the annual training plans, Minutes of staff�

performance reviews, training skill matrix and department quality annual plans developed to meet

organisation quality objectives, shall be maintained as quality records.

Our Supervisors are responsible for:

Implementing the quality system requirements on a day-to-day basis;�

Training staff in work skills;�

Taking corrective and preventive action.�

Initiate and participate in continuous improvement activities with their staff.�

All staff are responsible for:

Making themselves aware of the company's quality objectives; values and policies�

Understanding their role in achieving quality outcomes;�

Acting in a manner consistent with quality procedures;�

Recommending possible improvements to the quality system;�

Considering the needs of their 'internal' customers.�

Participating in Continuous Improvement projects set by their supervisors/managers or own initiative�

Resource Management





Tag: Approved By:

Policy RefPN0024

PolicyResource Management

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Resource Management

PurposeThe aim of this procedure is to ensure that everyone who performs duties that has an impact on the quality of

our output to customers (both internal and external) will have suitable skills and conditions of work to

consistently carry out these tasks at the level required.

ScopeThis procedure covers our Resources Management including:

Training activities throughout all departments of Ezi Cut Tree Services Pty Ltd and across all categories of�

employees.

Rectification of substandard conditions at work.�

References

ISO 9001: 2008 Clause 6�

Quality Manual – Section 6 Resources Management�

Form F5.20 – Job Descriptions�

Form F5.21 – Employment Application Form�

Form F5.22 – Performance Review�

Form F5.23 – Training Record�

Responsibilities

Department Managers Prepare Job Descriptions conduct workplace inspections,

correct substandard conditions of work

HR Manager/HR Department Recruitment of personnel, maintenance of records

Training Manager/HR Manager Conduct initial skills audit, arrange training.

ProcedureHuman Resources Management

1. Job Descriptions

For each position within the company we maintain a current job description outlining the minimum level of skills,

qualifications and aptitudes that are necessary to meet the requirements of the position.

2. Recruitment

Each external applicant for a position within Ezi Cut Tree Services Pty Ltd will be required to complete an

Employment Application Form and only candidates whose skills, qualifications and aptitudes match the relevant

job description will be considered for the position.

Internal candidates must also have appropriate skills, qualifications and aptitudes that match the job description

for the position being considered.

3. Induction

Upon commencement, new employees will receive induction training from the Training Manager/HR

Manager/HR Department to introduce them to the company, our systems and procedures and as a general

orientation to their workplace. Details of induction completed will be included in each employee's "Training

Record'' (Form F1804).

4. Training

The Training Manager/HR Manager/HR Department shall conduct an initial skills audit of each position, in

consultation with Department Managers. This audit will confirm the skills required for each position (as

expressed in relevant job descriptions) and will map the existing skills of staff in each department.

Where a "gap'' is identified between required and existing skill levels, the Training Manager will source

appropriate training (either internal or external to Ezi Cut Tree Services Pty Ltd) and the Department Manager

shall prioritise and schedule the training within a reasonable time frame.

Records of skills training and quality awareness training undertaken shall be maintained in the staff members' HR

record or Department Managers files.

5. Performance Review

Subsequent annual performance reviews shall reflect the updated training history of each staff member and

potentially identify new training needs.

6. Records

We will keep the following documents as quality records:

Job Descriptions (Form F5.20);�

Skill records via Employment Application Form (Form F5.21);�

Annual Performance Review (Form F5.22);�

Training Records (Form F5.23).�

Workplace infrastructure and work environment management�

Workplace/workstation inspections�

Hazard reporting records�

7. Workplace inspections

Supervisors and staff will inspect at the beginning of each day the working conditions of their work stations and

report any substandard condition to their supervisor/manager.

8. Department Managers

Upon receiving a report of a substandard condition, the department manager will ensure that this condition is

assessed and rectified. If the substandard condition affects the product quality of the employee's safety, or could

cause damage to the environment, the job performance will stop immediately and the condition will be rectified.

Customer Related Processes





Tag: Approved By:

Policy RefPN0025

PolicyCustomer Related Processes

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Customer Related Processes

PurposeThe aim of this procedure is to ensure that specific to a particular product, Ezi Cut Tree Services Pty Ltd has a

clear understanding of customer and any applicable statutory requirements, that we can meet these

expectations, that we check all orders before proceeding and that we react appropriately if contract or order

requirements are changing.

ScopeThis procedure applies to all customer inquiries for our products or services, quotations, tenders, orders,

contract negotiations and regular communication with customers.

References

ISO 9001: 2008 Clause 7.2�

Quality Manual – Section 7.2 Customer related Processes�

QP 3.6: Customer Related processes�

Form F5.2– Contract Review Form�

Form F5.3 – Enquiry Log�

Responsibility

Sales Manager Managing the contract review process and the continuous communication with

customers, authorised to sign contracts under $ XX XXX

Sales staff Receiving inquiries, preparing tender documents, processing orders and contracts,

authorised to accept orders under $ XX XXX

Reception staff Forwarding inquiries to the sales department

Quality Manager Ongoing communication of customer requirements to the organisation, monitoring

customer complaint actions and providing feedback to Sales department

ProcedureCustomer Inquiries

On receipt of a telephone inquiry from a customer, our receptionist will transfer the call to a member of sales

staff for handling. If this is not possible, the receptionist will take details of the caller's name, company,

telephone number and the nature of the enquiry, and pass on the details to sales staff team when available. In

any case, the call should be returned within 24 hours.

Sales staff will also handle written enquiries within 24 hours of receipt.

In handling an enquiry, sales staff will ascertain the customer's requirements by writing the details in their

"Enquiry Log'' (Form F302). When we can clearly comply with the customer's needs by supplying a standard

product that is currently in stock, we will proceed by faxing our Terms and Conditions of Sale to the customer

and requesting an order to confirm.

Where we can't satisfy the customer's requirements with a standard product, the sales staff will commence the

'Contract Review' process outlined below.

Orders

Once an order is received it will be reviewed again by sales staff to ensure:

We have the items in stock, or they can be produced within the time-frame given;�

Our product matches the customer's specifications; there are no contradictions of these requirements with�

applicable regulatory or company standards for the product ordered;

The customer's Terms of Payment are agreeable and match our Terms and Conditions of Sale;�

If the customer is not a regular customer, the sales staff will initiate customer credit approval as per the level�

of authority.

If the above items are acceptable, sales staff will confirm with the customer that the order is accepted and pass it

on to Operations Department for the order to be filled.

If any of the above items are unacceptable, the Sales Manager will negotiate the necessary changes or advise the

customer that we cannot accept the order.

Tenders

The Sales Manager will determine which tenders will be submitted after review of tender specifications supplied

by the potential customer. A 'Contract Review' will be completed as described below to ensure that we can meet

the specifications outlined.

If we cannot meet the specifications, a "non-conforming bid" may be submitted at the discretion of the Sales

Manager.

Our tender will be submitted on or before the due date in the format requested by the customer. It will clearly

state if there are any exclusions from the customer's specifications.

Contracts

If a tender is successful, or we are offered a contract for another reason, we will complete the "Contract Review''

Form (form F5.2) to ensure that the terms of the contract are agreeable before proceeding. This will ensure:

The customer's specifications haven't changed from the tender or can still be met;�

We can deliver within the time-frame given;�

Contractual terms are within acceptable corporate guidelines;�

Payment terms are acceptable.�

If the above items are acceptable, sales staff will confirm with the customer that the contract is accepted and it

will be signed by the relevant signatory, subject to the limits of authority requirements for Ezi Cut Tree Services

Pty Ltd. The contract will then be passed on to Operations Department for the contract to be executed.

If any of the above items are unacceptable, the Sales Manager will negotiate the necessary changes within

his/her authority limits.

Contract Review Process

The contract review process will be conducted:

When the customer's requirements are not clearly understood;�

Prior to acceptance of an order for non-standard product;�

Prior to submission of a tender;�

Prior to signing a contract.�

The "Contract Review'' Form (F 5.2) will be completed by sales staff and reviewed by the Sales Manager or�

Marketing Manager. The first part of the form guides us through the process of determining whether we can

deliver to the customer's requirements.

What is the customer seeking?�

Are there any special requirements e.g. standards to be met, design required, special materials, special�

processes, acceptance criteria, customer inspection, delivery schedules, servicing requirements, safety or

environmental considerations?

Can we meet all these special requirements?�

Do we have sufficient resources (financial, people and materials) to complete the contract?�

Can we complete the contract in the time available?�

The second part of the form considers the commercial issues of a contract:

What are the contractual requirements?�

What liabilities are inherent in the contract?�

Is the project commercially rewarding at an acceptable level of risk?�

Are the payment terms acceptable?�

Is the credit risk of the intended customer at an acceptable level?�

At the completion of the Contract Review process a decision is made by the Sales Manager (contracts or orders

under $ XXX XXX) on whether or not we should continue with the tender, order or contract. This will usually be

undertaken in consultation with the Operations personnel and other members of the management team.

On agreement, a copy of the customer's requirements (via the order or contract) will be allocated a job number

according to QP 3.12: Product ID and Traceability. A file will also be created and passed to the Operations

Department who will carry out the work.

Contract Changes

If a customer advises Ezi Cut Tree Services Pty Ltd of changes to the contract after the agreement, it may be

necessary to conduct another Contract Review. The amendments can be accepted at the Sales Manager's

discretion depending on the magnitude of the changes and his/her authority limits. If the contract amendment is

accepted the relevant operational staff will be given a copy of the new requirements for implementation.

Records

We shall keep the following documents in the Sales Department as quality records:

Inquiry log (Form F5.3)�

Quotations�

Tender submissions�

Customer orders and/or amendments�

Contract review (Form F 5.2)�

Design and Development Management





Tag: Approved By:

Policy RefPN0026

PolicyDesign and Development Management

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Design and Development Management

PurposeThe aim of this procedure is to ensure that design and development processes undertaken by Ezi Cut Tree

Services Pty Ltd produce an outcome that meets the specified requirements of the design. Company has

guidelines for all employees regarding Design and Development Management

ScopeThis procedure relates to all design and development activities conducted by Ezi Cut Tree Services Pty Ltd.

References

ISO 9001: 2008 Clause 7.3�

Quality Manual – Section 7.3 Product Design and Development�

QP 3.7: Design and Development Management�

Form F 5.4 – Design Plan�

Responsibilities

Sales Manager Communicate customer requirements to the organisation and maintain ongoing

communication with the customer on design development progress

Operations Manager Establish Quality plan, determine the need or design activities, appoint project

leader

Design Engineer/Manager Plan, implement and test the design process

ProcedureWhere a contract or order contains a design and development component we will implement the following

process:

Customer requirements - communicated and understood

The Sales Manager will initiate the process by communicating customer requirements to Operations Manager

and Design Engineer/Manager. Unless these requirements are very clear and understood, we will not progress to

the design and development stage.

When customer requirements are understood:

Quality Planning - planning the design and development

The Operations Manager will develop a Quality Plan and schedule activities for design, development and

implementation. Through the Sales Manager, the plan will be communicated to the customer to ensure his/her

approval.

Design Plan

Our Design Engineer/Manager will continue the process by completing form F5.4 "Design Plan''. The form is used

in conjunction with any documentation that specifies the customer's requirements - for example, an order or

contract. This procedure will determine what the customer requires of the design, which is a critical step in

ensuring that these requirements are understood and satisfied. The Design Plan will also outline each of the

stages in the design process, who is responsible for them, what resources they will need and what other inputs

apply in relation to standard design codes. Only suitably qualified personnel will be assigned to design tasks. The

Design Plan will include the results of consultation with other participating departments.

The Design Plan will outline the acceptance criteria that will determine the suitability of the product for its

intended purpose. It will also be reviewed and updated where necessary during the design process to account for

any changes in customer requirements.

The Design Process

The results of our design will be documented. We will review these results against the design inputs at

appropriate stages to ensure that the original design plan is still being maintained and is valid. These reviews will

be documented and will be conducted by the Design Engineer/Manager in consultation with the Production

Manager and other participating departments as appropriate.

Our design results will also specify any characteristics of the design which are critical to correct use of the

product or service being designed. In addition to the relevant design drawings and other technical design data,

an operating manual will be produced as an outcome of the design and will be reviewed and approved before it

is released.

Design and Development Example 2





Tag: Approved By:

Policy RefPN0027

PolicyDesign and Development Example 2

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Design and Development Example 2

PurposeThe objective of this procedure is to give increased confidence that the design and development of new products

or services:

Will meet customer (client) requirements;�

Are under control and meet management expectations;�

Will meet any regulatory requirements; and�

Will assist motivation of staff involved in the design and development activities.�

ScopeThis applies to all new products and services. The procedure will also be used as the basis for all planning

activities including the implementation of new or changed administrative or managerial functions and processes.

It should be noted that key stakeholders include staff, management and Board members.

References

ISO 9001:2008 Clause 7.3 applies�

Procedure1. The need for the new product, service or activity, and associated target dates and implementation plan,

should be clearly identified and approved by the appropriate manager.

2. The person responsible for developing the new initiative and the implementation plan (the Project Officer) will

be clearly identified.

3. The scope and requirements/specifications for the project will be clearly identified and recorded. This will also

be the scope for the project plan. The staff involved in planning the new product or service will also be identified.

4. The project plan will be developed and include the following components:

Timelines and reporting mechanisms including final sign off of the plan and the new product or service.�

Timelines will include reviewing the draft product with internal and external experts and validating that what

has been produced fits the specification.

The human, financial and physical resources required to develop and implement the new product or service.�

The specific lines of responsibilities and authority for human resources.�

Specify reporting mechanisms for all human resources.�

Internal and external customers (or stakeholders). This will enable us to consult with them during the�

development process.

Who is responsible for approving any changes to the plan or the specifications?�

A budget based on specifications and resources needed.�

5. The Project Officer will determine with senior management (the project sponsor) the final date for delivering

the completed product, service or initiative.

6. Once the plan has been approved by the appropriate senior manager adequate resources (human, financial,

physical) will be allocated to allow the design and development process to be carried out.

7. The design and development process will consist of the following steps:

Design inputs (what is wanted or what problem has to be solved?)�

Design outputs (what is the final product or service?)�

Review of the design progress (Are we on track?)�

Verification (a pre delivery check from the viewpoint of our company).�

Validation (a check by the customer that we have produced what is needed).�

A systematic approach to any changes made to the design.�

8. Determining the design inputs will consist of:

Talking to customers to make sure the new product is actually needed.�

Determining the actual specifications of the product or service (e.g. physical characteristics, performance).�

Enduring and regulatory requirements are met (e.g. OH&S/WHS&S).�

Resolution of any conflicting needs.�

Specifying what the final acceptance requirements are (e.g. cost, timeliness, shipping, etc.) so that the�

customer(s) are clear of minimum delivery outputs.

Records of the design inputs will be kept.

9. The design output will meet the specifications determined in the design input and will include:

A prototype of the product or service that can be tested (validated) by the customer.�

Information on the production of the final product, including any special purchasing or subcontracting�

requirements. This will include a production budget.

Any special regulatory requirements, including labelling.�

A user manual or other instructions for operation.�

10. During the design and development process, the appropriate manager will ensure that the design process is

on track. This review process will include ensuring the product and service being developed is actually meeting

customer’s requirements, and that the project is on time and on budget. Records will be kept.

11. At the end of the design process (or where there are specific modules) we will verify that the product actually

meets the customer’s specifications. This verification will be generally done by our staff (although not necessarily

those on the design team) prior to delivering the product to our customer.

12. Records will be kept. If it is found that we have not met the customer’s specifications we will modify the

design as required.

13. Once we have verified the design, we will ask the customer to validate what we have produced to make sure

it meets the specified needs. These needs are those that have been identified and agreed to at the beginning of

the process. Where the customer is not satisfied, the Project Sponsor will negotiate with the customer over what

action to take (e.g. accept the product, redevelop the product). Records will be kept.

Where it is necessary to change the design during the development process we will ensure that:

All changes are agreed to by the customer, the project sponsor and the design team.�

All changes are in accordance with change policy, are documented and signed off by the relevant manager.�

Appropriate adjustments are to be made to the budget and personnel.�

Records

The following records will be kept:

Design Inputs�

Design Reviews�

Verification of the design�

Validation of the design�

Design Changes�

Purchasing





Tag: Approved By:

Policy RefPN0028

PolicyPurchasing

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding purchasing

PurposeThe aim of this procedure is to ensure that those goods and services supplied to Ezi Cut Tree Services Pty Ltd to

be included in product supplied to our customers meet our specified requirements and, through us, the specified

requirements of our customers.

ScopeThis procedure applies to specific product related purchasing activities of Ezi Cut Tree Services Pty Ltd.

References

ISO 9001:2008 Clause 7.4�

Quality Manual – Section 7 Product Realisation�

Form F5.6 – Supplier/Subcontractor Evaluation�

Schedule SCH6.2 – Suppliers/Subcontractors Listing�

Form F5.7 – Purchase Order�

Form F5.8 – Requisition�

Responsibilities

Purchasing Officer Manager Authorises purchase orders over $ XXX XXX

Purchasing staff Supplier evaluations and authorises purchase orders less

than $ XXX XXX

ProcedureEvaluation of suppliers

Ezi Cut Tree Services Pty Ltd will ensure that, as far as possible, we purchase those goods and services to be

incorporated into specific products, from only those suppliers who have a quality system complying with ISO

9001: 2000 or ISO 9001:2008. This is designed to eliminate non-conforming product from entering our system.

However, in the absence of certified suppliers, we shall comply with the following supplier approval regime in the

placement of orders.

Note: After November 2010, certified suppliers must be certified to ISO 9001:2008.

We have categories to place our subcontractors into the following groups:

1.Approved

suppliers/subcontractors

Evaluated - System certified to ISO

9001: 2000 or equivalent

Orders may be placed

2 Reserve suppliers Evaluated - have quality system

but not certified to ISO 9001:2000

or equivalent

Orders may be placed with Purchasing

Manager's approval

3 Potential suppliers Not yet evaluated Orders may NOT be placed until

evaluated and approved

4 Unapproved suppliers Evaluated – not approved as

suppliers/subcontractors

Orders NOT to be placed

Suppliers are assessed by purchasing staff using Form F601 "Supplier/Subcontractor Evaluation'' and may only be

approved by the Purchasing Manager.

Re-evaluations will be conducted periodically and the category of a supplier/subcontractor may be changed as a

result. Schedule SCH6.2 will list the category of each supplier/subcontractor.

Placing Purchase Orders

Ezi Cut Tree Services Pty Ltd staff requiring the purchase of goods or services will complete Form F603

"Requisition'' which is to be approved by a Supervisor/Manager. The request must include clear details as to the

description of the items and any special characteristics or acceptance criteria of the product or service required

of our supplier. The requisition is forwarded to the Purchasing Department for action.

Staff will select a suitable supplier and place an order using Form F602 "Purchase Order''. The order will clearly

describe:

description of the goods (including part number if available) or service required;�

quantity;�

special characteristics of goods/services to be supplied;�

acceptance criteria and inspection requirements;�

date and method of delivery required;�

price and whether delivery charge is included or otherwise;�

commercial terms applicable.�

Verification

In appropriate circumstances we may ask to inspect the goods at the supplier's premises and if this is the case,

such a request will be specified in our purchase order. We will similarly arrange for our customer to inspect the

goods at the supplier's premises if the customer so requires.

Records

We will keep the following as quality records in the Purchasing Department:

Supplier/subcontractor evaluations (Form F5.6)

Requisitions (Form F5.8)

Purchase orders (Form F5.7)

Control of Production





Tag: Approved By:

Policy RefPN0029

PolicyControl of Production

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Control of Production

PurposeThe aim of this procedure is to ensure that Ezi Cut Tree Services Pty Ltd controls the production and servicing

processes to produce a quality outcome each time they are performed.

ScopeThis procedure relates to the control of all production, installation and servicing activities of Ezi Cut Tree Services

Pty Ltd.

References

ISO 9001:2008 Clause 7.5.1�

Quality Manual – Section 7.5 Product Realisation�

Form F5.11 – Job Sequence Sheet�

Form F5.15– Calibration Record�

Responsibilities

Production Manager Ensuring that production resources are available and production

activities affecting quality are performed as per procedures and work

instructions

Service Manager Ensuring that service resources are available and service activities

affecting quality are performed as per procedures and work instructions

Production Supervisor Supervision of production processes

Production and Service Staff Implementing quality work instructions

All staff Adhering to work instructions and quality procedures

Procedure

Our system for monitoring and controlling our production and servicing processes will include:

Documenting the Process

Each separate process will be documented by our Production and Service Managers using FM F901 "Job

Sequence Sheet''. This Job Sequence Sheet will give the following details:

Job number – allocated according to QP 3.12: "Product Identification";�

Description of Job – brief details describing the task;�

Materials required – list of parts and the quantities required;�

Controlled copies of drawings to use in the process;�

Task sequence – listing the individual tasks (including any special processes) in their logical order to�

complete;

Hold-points for testing – which tests to conduct at which stage of the process;�

The acceptance criteria – to ensure during production or service that the product or service can be verified�

by a test or measurement as compliant to the contract requirements;

A reference to the applicable section in the Inspection and Test Plan that may be called upon for further�

information (for convenience);

A reference to the relevant work instructions that are applicable in the particular process.�

The supervisor of the job will receive the Job Sequence Sheet and nominate the start date. A copy of the Job

Sequence Sheet will also be sent to the store for preparation of the materials required.

Each person who has tasks to complete will sign the Job Sequence Sheet at the conclusion of each task. The

supervisor will monitor the process and sign the Job Sequence Sheet at the completion of the job.

Copies of relevant Work Instructions that explain the required standards of workmanship will be available for

reference in the work place.

Equipment and Environment

Our Production and Service Managers are responsible for ensuring that all necessary machinery to be used in the

process is available and working and that equipment required for inspection and testing is calibrated (according

to Form F5.15 "Calibration Record'').

A maintenance schedule will be used to ensure that equipment/machinery is kept in good working order.

The Supervisor is responsible for ensuring that the work environment is safe and appropriate for the work to be

completed and that all necessary safety equipment is available.

Special Processes

Where Ezi Cut Tree Services Pty Ltd has special processes (i.e. those which cannot be tested after completion),

the "Job Sequence Sheet'' will define them. Only prescribed equipment and personnel who are appropriately

qualified for the task will be allocated and complete the work. These special processes will be monitored during

the process to ensure compliance with specified requirements throughout the process.

Records


Job Sequence Sheets (Form F5.11);�

Equipment maintenance records;�

Records of special qualifications of workers;�

Equipment calibration records (Form F5.15);�

Records of special qualifications of equipment

Monitoring and Measurement





Tag: Approved By:

Policy RefPN0030

PolicyMonitoring and Measurement

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Monitoring and Measurement

PurposeThe aim of this procedure is to ensure that the products and product realisation processes of Ezi Cut Tree

Services Pty Ltd are monitored, measured and, if applicable, tested to verify that they meet specified

requirements.

ScopeThis procedure applies to:

a) inspection and testing activities for all of our products;

b) measurement of product realisation processes to ensure their continuous capability.

References

ISO 9001: 2008 Clause 8.2.3�

Quality Manual – Section 8.2 Measurement, Analysis and Improvement�

Form F5.12 – Monitoring and Test Plan�

Form F5.13 – Goods Received Advice�

Form F5.11 – Job Sequence Sheet�

Form F5.14 – Final Inspection and Test�

QP 3.15: Control of Measuring Equipment�

QP 3.11: Monitoring and Measurement Status�

QP 3.17: Control of Non-conformances�

Responsibilities

Operations Manager Preparation of Inspection and Test Plans

Stores staff Completing Goods Received Advice

Production staff Completing Production Inspection and Test and Final Inspection and Test

Production supervisors Ensuring compliance with Inspection and Test Plans

ProcedureInspection and Test Plans

In relation to our standard product lines we will follow the procedure below for regular inspection and testing.

However, in relation to specific projects, production runs or contracts for service, it will be necessary to complete

a "Monitoring and Test Plan'' (Form F5.12) prior to the commencement of the project/production run/contract.

The "Inspection and Test Plan'' will be completed by the person responsible for the project and will have due

regard to any special considerations relating to inspection and testing on that job. The person responsible for the

job will also ensure that checking of the plan, at regular intervals, is being implemented.

Receiving inspection and testing

We shall ensure that goods received are not used in production until they have passed initial inspection by

placing them into an area marked "Goods Receivable Area" until inspected. The only exception is that

un-inspected goods may be released urgently for production on the authority of the Production Manager,

providing that the Job Sequence Sheet identifies these items and they can be verified at the earliest possible

time.

Stores staff will complete Form F5.13 "Goods Received Advice'' to verify that each delivery received matches

delivery documentation and to ensure that goods have been received in good condition. If we have inspected

these goods previously at the subcontractor/supplier's premises we may only need to verify their condition on

delivery. Once checked, the goods will be marked appropriately as outlined in QP 3.11 "Monitoring and

Measurement Status". Additional checks may be required if goods are the subject of an Inspection and Test Plan

as above.

Inspection and testing during production

At nominated stages of the production process (defined as "hold-points'') our product will be inspected to ensure

that it continues to meet specified requirements.

During a continuous production run, batches will be tested at intervals specified in the Inspection Test Plan. Tests

may include checking against acceptance criteria for functionality and performance, design or other

manufacturing standards, safety of operation, strength, dimensions and tolerances, appearance, quality of

workmanship and checking for completeness. Additional checks may be required if the process is the subject of

an Inspection Test Plan as above.

All testing will be completed using equipment that has been calibrated according to QP 3.15 "Control of

Measuring Equipment''.

These checks will be completed by nominated staff that are appropriately skilled, using Form F5.11 "Job

Sequence Sheet'' and the tester will sign the form. Specialist expertise for non-destructive examination shall be

engaged for this purpose if required by the project Quality Plan or Inspection and Test Plan.

If the product passes inspection and test it will be recorded on the form and marked appropriately as outlined in

Procedure 3.11: Monitoring and Measurement Status.

If the product fails inspection, these details will be recorded on the form and the product will be marked as

described in QP 3.11. It will then be removed to a quarantine area until reworked or scrapped and procedure QP

3.17: Control of Nonconformances will be implemented.

Final Inspection and Test

We will ensure that our product is not released for dispatch until final inspections and tests have been conducted

to verify that the product satisfies specified requirements. During this process we will not only check the

suitability of the final product but also that all previously scheduled checks have been completed.

All testing will be completed using equipment that has been calibrated according to QP 3.15: Control of

Measuring Equipment.

These inspections and tests will be completed by appropriately skilled Production staff using Form F5.14: Final

Inspection and Test however, additional checks may be required if the process is the subject of an Inspection and

Test Plan as above. After final inspection, the product which is suitable will be marked as described in QP 3.11:

Monitoring and Measurement Status and forwarded to dispatch department.

Where product fails final inspection, it will be marked as described in QP 3.11: Monitoring and Measurement

Status, and removed to a quarantine area until reworked or scrapped. Procedure QP 3.17: Control of

Non-conformances' will then be implemented.

The name of the person completing the final Inspection will be included on Form F5.14 "Final Inspection and

Test".

Records


Monitoring and Test Plan (Form F5.12) - In relevant project or contract files�

Goods Received Advice (Form F5.13) - In the Store�

Job Sequence Sheet (Form F 5.11) - In Job files�

Final Inspection and Test (Form F5.14) - In Job files�

Product Identification





Tag: Approved By:

Policy RefPN0032

PolicyProduct Identification

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Product Identification

PurposeThe aim of this procedure is to ensure Ezi Cut Tree Services Pty Ltd can identify individual jobs or batches and

products throughout the production process.

ScopeThis procedure applies to all of our production or service providing activities.

References

ISO 9001: 2008 Clause 7.5.3�

Quality Manual – Section 7.5 Product Realisation�

Form F5.9 – Job Number Register�

Form F5.10 – Batch/Model number /Serial Number Register�

Responsibility

Production Scheduler/Logistics

Manager

Allocating job numbers/serial numbers

Stores staff Identifying materials with job numbers

All staff Using job numbers and marking product serial numbers (if applicable)

throughout the production process.

ProcedureAllocating Job Numbers

On acceptance of a contract or order our sales staff will allocate the next sequential number from our Job

Number Register (Form F801). For the various products and services that Company Ezi Cut Tree Services Pty Ltd

supplies, the job or batch number will be prefixed as follows:

P = Sales of standard product�

J = Production job�

H = Hire of product�

S = Servicing contract�

C = Contract for services to be provided�

This number will be added to the documentation supplied by the customer (contract or order), a file created, and

then passed to the Operations Department who will carry out the work.

Identifying product with a Job Number

Production Scheduler will produce a schedule for production. The schedule list will be also forwarded to store

and production staff. Stores staff will assemble materials and parts required for production according to the

Production Schedule list and will place these into a container in a designated part of the store. This container will

be identified with a job number to which those items have been allocated. These materials and parts will remain

together until consumed in the production process.

Requirements of traceability

Where it is a contractual requirement, we will record which parts (or batch) were used on which job number so

that at some time in the future we can trace individual components through the system.

For our continuous production runs we will allocate a batch number to the product produced on each day's

production run. This batch number will be marked on the final product and used to identify which product is sent

to the customer. Batch numbers are allocated using Form F5.10 'Batch/Serial No. Register'.

Large-scale components, which we produce, will be allocated a serial number for the purposes of traceability as

above. Serial numbers are allocated using Form F5.10 'Batch/Serial No. Register'.

Records


Job Number Register (Form F5.9)

Batch or Serial Number Register (Form F5.10)

Control of Customer Property




Modified By: April McAlpine Status:

Tag: Approved By:

Policy RefPN0033

PolicyControl of Customer Property

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Control of Customer Property

PurposeThe aim of this procedure is to ensure that any product/information deemed to belong to customer to be

included in the product supplied to this customer is handled and protected in such a way that it is not lost,

damaged or deemed unsuitable for use due to our actions.

ScopeThis procedure relates to any product or information that is supplied by our customers for incorporation into our

processes.

References

ISO 9001: 2008 Clause 7.5.4�


QP 3.14: Preservation and Handling�

QP 3.10: Monitoring and Measurement�

Responsibilities

Stores staff Identification and inspections on receipt of goods and correct

handling and storage. Communication with customer of any

damage lost items, etc.

Operations staff Correct handling during production

ProcedureHandling

On arrival at our store any product supplied by our customers will be identified with a label 'Customer Supplied

Product' and the name of the customer and will be stored in a designated area of the store according to QP 3.14:

'Preservation and Handling'. Stores staff will check the goods on receipt according to QP 3.10 'Monitoring and

Measurement' to ensure that the delivery docket matches the description of the goods, that quantities are

correct and that the condition of the goods when received is noted.

Customer-supplied product will maintain its identifying label until it is incorporated into our production process.

'Job Sequence Sheets' (Form F5.11) will record when customer-supplied product has been used.

Records

In the store we will retain delivery dockets of customer-supplied product as a quality record.

Preservation and Handling





Tag: Approved By:

Policy RefPN0034

PolicyPreservation and Handling

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Preservation and Handling

PurposeThe aim of this procedure is to ensure that product is protected from misuse, damage or loss due to handling.

ScopeThis procedure applies to the handling, storage, packaging, preservation and delivery of all products whether

incoming from a supplier, during production or during dispatch until its final destination.

References

ISO 9001: 2008 Clause 7.5.5�


QP 3.10: Monitoring and measurement�

Form F5.17 – Delivery Advice/Transmittal Sheet�

ProcedureEzi Cut Tree Services Pty Ltd will ensure that product is protected during all stages of production, in particular:

Handling

Goods will be handled appropriately so that they are not damaged.

This will include actions such as palletising product and handling in batches in product bins. Fragile product will

be handled with particular care so that it is not likely to be crushed. Safety Data Sheets will be maintained as a

reference to Stores staff so that product can be handled in a manner that will not harm people or other product.

Storage

Goods received in our Store and work in progress will be stored appropriately to prevent loss, damage or

deterioration.

This will include the use of suitable racking, bins or crates for each item, incorporating environmental and

security controls where necessary. Stock rotation shall also be implemented where a shelf life is evident and

goods are unlikely to be used during the life of the project or in other circumstances where appropriate.

Goods received in Store will be processed according the QP 10: 'Inspection and Testing'. The issuing of parts and

materials from store will be recorded on Job Sequence Sheets and/or computer software. Product issued from

the Dispatch Department will be accompanied by a Form 1501: 'Delivery Advice/Transmittal Sheet'.

Packaging

Packaging of items in the Store will be sufficient to assist identification and prevention of damage or

deterioration.

Packaging of product prior to dispatch will be conducted with the aim of protecting the quality of the finished

product during its journey to the customer. Product should reach the customer in the same form that it leaves

our plant.

If there are specific customer requirements for packaging and delivery these will be met by referring to the

project quality plan or inspection and test plans.

Preservation

Goods in our store and work in progress will be stored appropriately to preserve the characteristics of the

product.

This will include protection from weather, suitable environmental conditions and segregation of product where

its proximity to other product could lead to the deterioration of either.

Delivery

Where we are responsible for the delivery of product we will ensure that it is protected from loss, damage or

deterioration after it has passed final inspection and test. This will include packaging as outlined above, security

and appropriate physical handling.

Goods will be accompanied by Form F5.17 'Delivery Advice/Transmittal Sheet'.�

We will keep the following documents as quality records:�

Records of stock issued from store;�

Copies of form 'Delivery Advice/Transmittal Sheets' (Form F5.17).�

Control of Monitoring and Measuring Equipment.





Tag: Approved By:

Policy RefPN0035

PolicyControl of Monitoring and Measuring Equipment.

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Control of Measuring Equipment

PurposeThe aim of this procedure is to ensure that Ezi Cut Tree Services Pty Ltd equipment used in measuring and testing

activities is correctly controlled, calibrated and maintained.

ScopeThis procedure applies to all Ezi Cut Tree Services Pty Ltd inspection, measuring and testing equipment (and

software) used for measuring the conformance of our product to specified requirements.

References

ISO 9001: 2008 Clause 7.6�


Form F5.15 – Calibration Record�

Responsibilities

Production Manager Determination of tests required

Quality Representative/Quality Manager Preparation of Calibration Schedule, control of equipment and

conducting calibration of equipment

All staff Correct use of inspection, measuring and test equipment

ProcedureEzi Cut Tree Services Pty Ltd will ensure the reliability of its testing equipment by using the following system.

Tests required

Except for tests outlined in QP 3.7: 'Design and Development Management', our Production Manager will

determine which tests are appropriate to determine the conformance of our product to specified requirements

and when these tests will be conducted. These tests shall be conducted according to QP 3.10: 'Monitoring and

Measurement'. The Production Manager will also determine the measures to be taken and will set acceptance

criteria by referring to customer's specified requirements.

Choice of inspection, measuring and test equipment

The Production Manager will ensure that appropriate equipment is chosen for conducting inspection, measuring

and testing activities as determined above and that it will meet defined acceptance criteria under the terms of

the order or contract.

Identification of equipment used for inspection, measuring and test

All equipment used to test the conformance of product to specified requirements will be marked with a unique

identifying number and labelled to show the current calibration status, that is, when the item was last calibrated.

The label on each item indicating calibration status will be updated at the time of calibration.

Use of inspection, measuring and test equipment

Staff using inspection, measuring and test equipment must ensure that it is labelled to indicate that it has current

calibration. The equipment will only be used in appropriate environmental circumstances that will not influence

test results.

The Quality Representative/Quality Manager (or authorised representative) will ensure that each item of

equipment being used for inspection, measuring and testing is currently in calibration and that calibration is

completed when due.

Method of calibration

Calibration will be conducted by checking equipment against a master that is stored in a secure area and in a

controlled environment that will prevent deterioration and unauthorised use. The master equipment will be

purchased from a recognised standards body that has authority to certify the equipment at time of purchase.

The equipment must be proven by the certifying body to be able to measure within the equipment designed

tolerances.

Under certain circumstances Ezi Cut Tree Services Pty Ltd may choose to certify the calibration of equipment

using external resources at suitably approved laboratories or by certified subcontractors. This may apply to

master test equipment or individual items. This alternative method shall be undertaken at the discretion of the

Quality Representative/Quality Manager providing the testing authority is an approved supplier or

subcontractor.

Frequency of calibration

The frequency of calibration will be determined by the rigors on the test equipment in its working environment

or to the manufacturer's recommendations, whichever is the lesser. In any event, the cycle of testing of each

item will not be less frequent than once per year.

Calibration records

We will maintain Form F5.15 'Calibration Record' (or an equivalent computer database) to indicate:

What inspection, measuring and test equipment we hold, including a unique identifier?�

What is the appropriate period of calibration for each type of equipment?�

When the next calibration is due for each item of equipment�

The results of the last calibration�

We will keep the following documents as quality records�

Calibration Record (Form F5.15)�

Equipment purchase records including original equipment specifications and testing tolerances�

Test certificates where appropriate�

Internal Quality Audits





Tag: Approved By:

Policy RefPN0036

PolicyInternal Quality Audits

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Internal Quality Audits

PurposeThe aim of this procedure is to provide a mechanism for ensuring conformity to the quality system and to assist

in the ongoing improvement to the system.

ScopeThis procedure applies to internal auditing of all quality-related activities of Ezi Cut Tree Services Pty Ltd.

References

ISO 9001: 2008 Clause 8.2.2�

Quality Manual – Section 8 Measurement, Analysis and Improvement�

Schedule SCH 6.3 – Internal Audit Plan�

Form F5.19 – Internal Audit Report�

Form F5.16 – Non-conformance Report�

Responsibilities

All staff Co-operation with internal auditor

Internal auditors Carry out audits

Quality Representative/Quality Manager Prepare audit plan, carry out and co-ordinate audits

Department Managers Take corrective action on non-conformances

CEO/Managing Director/General Manager Review internal audit findings at annual review

ProcedureScheduling of Internal Audits

The Quality Representative/Quality Manager will prepare Schedule SCH6.3 'Internal Audit Plan' which will cover a

period of six to twelve months ahead as follows:

| Six months | Six months | Six months | Six months |

Prepare plan for: XXXXXXXXXXXXXXX



Frequency of internal audits will depend on the importance of the activity being audited in achieving overall

quality aims. Audits may be conducted across all functions within one department or across all departments on

one particular subject.

Internal auditors

The Quality Representative/Quality Manager will be our senior auditor but other staff will receive training for

internal auditor roles. An internal auditor will not conduct audits within a department where they have direct

responsibilities.

Auditing Activities

Auditors will use Form F5.19 'Internal Audit Report' to assist them in identifying areas where operations do not

conform with the requirements of our quality system. Prior to an audit the auditor will plan their activity. They

will do this by completing page 2 of the form and by preparing a list of areas to inspect and questions to ask as

part of the audit. After the audit, the auditor will complete page 1 of the form to report on any issues of detected

non-conformance or suggested improvements to the system.

The issues raised by the audit will be discussed between the Department Manager and the Quality

Representative/Quality Manager and corrective action will be proposed for any non-conformances. The

'Non-conformance Report' will be completed for each non-conformance that was detected and the Department

Manager will implement the corrective action.

The 'Internal Audit Report' will be filed by the Quality Representative/Quality Manager for reference prior to the

next audit in that department.

Follow-up

The Quality Representative/Quality Manager will follow-up on the effectiveness of the corrective action at the

next audit of that department (or sooner if necessary).

Results of internal audits will be summarised and submitted to the CEO/Managing Director/General Manager for

consideration at the next Management Review meeting.

Records


Internal Audit Schedule (SCH6.3)�

Internal Audit Reports (Form F5.19)�

Control of Non-Conformances





Tag: Approved By:

Policy RefPN0037

PolicyControl of Non-Conformances

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Control of Non-Conformances

PurposeThe aim of this procedure is to ensure that products that do not conform to specified requirements are

prevented from unintended use or installation and if discovered after delivery, actions are taken according to the

magnitude of the non-conformance.

ScopeThis procedure applies to non-conformances in any quality-related activities of Ezi Cut Tree Services Pty Ltd.

References

ISO 9001: 2008 Clause 8.3�


QP 3.10: Monitoring and measurement.�

QP 3.19: Corrective and Preventive Action�

Form F5.16: Non-conformance Report�

Responsibilities

All staff Detecting and recording non-conformances

Quality Representative/Quality Manager Investigating and reporting on non-conformances

Department Heads Correcting non-conformances and reviewing statistics on

non-conformance

Supervisors Assisting with the investigation

ProcedureDetecting Non-conformances

Products that do not conform to specifications will be detected at the earliest stage possible. This may relate to

any requirements contained in ISO 9001:2008, our Quality Manual, Procedures or Work Instructions, customer

specifications, other national or international compliance standards, or any other legal or contractual

requirements. Non-conformances may be detected through customer complaint or warranty claim, in normal

day-to-day activities, during inspection and testing or during internal quality audits.

Reporting Non-Conformances

When a non-conformance is detected it shall be reported using Form F5.16'Non-conformance Report' which is

completed by the person discovering the non-conformance and forwarded to the Quality Representative/Quality

Manager for investigation.

The Non-conformance Report will describe the nature of the problem, what may have been the possible causes,

what was done immediately to remove the product (or service) from the system and who was advised of the

problem.

All customer complaints and warranty claims will be considered serious and reported on a Non-conformance

Report.

Investigating Non-conformances

Non-conformances reported on the Non-conformance Report will be investigated in detail by the Quality

Representative/Quality Manager in order to determine the root cause. Details of these investigations will be

recorded on the Non-conformance Report. A monthly report will be sent to the Manager of each department to

advise them of non-conformances detected and the probable root cause of each non-conformance.

If a non-conformance is detected in product supplied by a supplier/subcontractor or by a customer, a copy of the

Non-conformance Report will be forwarded to the subcontractor/supplier or customer for investigation and the

Quality Representative/Quality Manager will follow-up the result.

Acting on Non-conformance Reports

The non-conformance Report will be used to record what has happened to the particular product or service

where the problem arose and what has been done to correct the problem. Action to correct a non-conformance

and/or prevent further similar events will be taken in accordance with QP 3.19: 'Corrective and Preventive

Action'.

Records


Non-conformance Reports, including the investigative analysis done by the Quality Representative/Quality�

Manager (Form F5.16)

Monthly report to Managers.�

Data Analysis





Tag: Approved By:

Policy RefPN0038

PolicyData Analysis

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Data Analysis

PurposeThe aim of this procedure is to provide a means of collecting meaningful data for the analysis of statistical trends.

ScopeThis procedure relates to the collection and analysis of relevant statistical data within Ezi Cut Tree Services Pty

Ltd for the purpose of monitoring trends.

References

ISO 9001: 20008 Clause 8.4�

Quality Manual – QP 3.18 Data, Analysis�

Form F5.25 – Statistical Report�

Responsibility

Quality Representative/Quality

Manager

Collection of statistics and preparation of reports

Department Managers Analysis of trends, action resulting

CEO/Managing Director/General

Manager

Annual Management Review

ProcedureEzi Cut Tree Services Pty Ltd has determined that analysis of the following information will assist us in monitoring

the effectiveness of our quality system and improving our business:

number and date of non-conformances detected�

type of non-conformance�

the process area where non-conformances have been detected�

number, type and date of non-conformances by each subcontractor�

number of products failing final inspection�

extent and estimated cost of rework�

warranty failures and non-conformances by type and number�

Add others as appropriate.

Collection of data

Each department responsible for their own area of quality will provide details of non-conformances to the

Quality Representative/Quality Manager who will prepare reports and trend charts (Form F2001 'Statistical

Report') to reflect quality changes over time. This report will be prepared monthly and forwarded to relevant

Department Managers. A copy will be given to the CEO/Managing Director/General Manager for information.

Analysis of Data

Department Managers will be responsible for assessing any root causes of non-conformance that are highlighted

by the statistics and are required to act on any negative trends or systemic failures.

Statistics gathered in this process, and the response as to root causes from Department Managers, will be

reviewed by the CEO/Managing Director/General Manager as part of the annual Management Review.

Our CEO/Managing Director/General Manager will also be responsible for monitoring the ability of these

statistics to provide valid business information. Measures may be removed from, or other measures added to,

our statistical analysis as necessary.

Records


Statistical Reports (database or manual records) (F5.25).�

Corrective & Preventive Action





Tag: Approved By:

Policy RefPN0039

PolicyCorrective & Preventive Action

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Corrective & Preventive Action

PurposeThe aim of this procedure is to ensure that action is taken to eliminate the causes of actual and potential

non-conformances.

ScopeThis procedure applies to action taken on any reported non-conformances and potential non-conformances,

regardless of how they are detected, in our products.

References

ISO 9001: 2008 Clause 8.5.2 and 8.5.3�


QP 3.19: Corrective and Preventive Action�

Form F5.16 – Non-conformance Report�

Responsibilities

Quality Representative/Quality Manager Investigating causes and reporting the Department

Managers

Department Managers Acting to correct and prevent non-conformances

CEO/Managing Director/General Manager Annual review

Sales Manager Investigating customer complaints.

ProcedureNon-conformances reported according to QP 3.17: 'Control of Non-conformances' will be dealt with as follows:

Corrective Action

After investigation by the Quality Representative/Quality Manager of the causes of non-conformances,

Department Managers will take action to correct the current problem and then complete the section on the

Non-conformance Report which asks what has been done with the product.

Customer complaints will be investigated by the Sales Manager who will report to the relevant departments on

the causes of the complaint.

Warranty claims will be investigated by the Production Manager who will determine the validity or otherwise of

the claim and respond appropriately to the customer after consultation with the Operations Manager.

Preventive Action

Where a Non-conformance Report highlights a need for a change in quality documentation, the Quality

Representative/Quality Manager will ensure that these changes are made immediately.

Department Managers will take steps to ensure that the root cause of existing non-conformances are eliminated

so that similar events will not happen in the future. These steps will be listed on the Non-conformance Report

and the Quality Representative/Quality Manager will follow-up at the next internal quality audit to ensure that

the steps were effective in preventing repeat occurrences. Any systemic failures that are detected from the

analysis of the non-conformances shall be reported to the responsible manager who shall instigate system

review to remedy the reported failures.

The annual Management Review will consider non-conformance trends and ensure that effective steps have

been taken to reduce actual and potential non-conformances. These systemic reviews and implemented

remedies shall also form part of the annual review.

Records


Non-conformance Reports detailing action taken to correct or prevent non-conformances (Form F5.16)�

Servicing





Tag: Approved By:

Policy RefPN0040

PolicyServicing

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Servicing

PurposeThe aim of this procedure is to provide a system of regular after-sales service to our product where contractually

required by our customer.

ScopeThis procedure applies to all servicing activities performed on our product after dispatch.

References

ISO 9001: 2008 Clause 7.5.1�

Quality Manual – QP 3.9 Control of Production�

Schedule SCH6.4 – Service Plan�

Form F5.24 – Service Report�

Responsibility

Service Manager Preparation of Service Schedule, co-ordinate servicing activities

Service staff Conduct servicing activities

ProcedureWhen service is a specified requirement of the contract with our customer, we will prepare a 'Service Schedule'

(SCH6.4) which outlines the frequency of service that is necessary in order to maintain the viability of the product

and ensure its ongoing performance to acceptable standards. The customer will be contacted at the appropriate

time and the service will be arranged.

Prior to a scheduled service we will prepare Form F5.24 'Service Report' with details of activities to be

completed, tests to be carried out and the relevant acceptance criteria.

At the completion of either planned service or on-call service, our staff will report on the performance of the

product against the acceptance criteria and what work has been performed during the service, as well as the

next due date of service. The customer will be given a copy of the 'Service Report'.

Records

Service Schedules (SCH6.4)�

Service Reports (Form F5.24)�


Quality Work Instructions

Job Sequence Sheets





Tag: Approved By:

Policy RefPN0041

PolicyJob Sequence Sheets

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Job Sequence Sheets

PurposeThe aim of this work instruction is to provide the workshop with an outline of tasks to be followed during the

manufacture of a product. The resulting Job Sequence Sheet will be a record for traceability and verification of

the manufacturing process.

ScopeThis work instruction applies to all manufacturing activities.

References

ISO 9001: 2008 Clause 7�

Quality Manual – Product Realisation�

Quality Procedure QP 3.1 to QP 3.20�

Form F901 – Job Sequence Sheet�

Responsibility

Production and Service Managers Preparation of Job Sequence Sheets

Store staff Preparation of materials on the Job Sequence Sheet

Production and Service

supervisors

Monitoring of tasks on Job Sequence Sheet

Production and service staff Completion of tasks on Job Sequence Sheet

ProcedureJob Sequence Sheets will be prepared when the Production Department receives notification of a new order

from the Sales Department. They are generated from a spreadsheet file named 'Standard Sequence Sheets' and

each new Job Sequence Sheet will be named, numbered and filed under the job number.

The Production Manager will raise a separate Job Sequence Sheet for each new job number. Details on the Job

Sequence Sheet will be gathered from:

The Inspection and Test Plan�

The detail drawings�

Customer requirements�

Discussions with appropriate people e.g. Operations Manager, Sales Manager, Design Engineer�

A copy of the Job Sequence Sheet ('JSS') will be forwarded to the stores department, together with any bills of

materials where necessary, for preparation of any materials required. The original copy will be given to the

Production Supervisor who will nominate the start date and time for this sequence of tasks.

The Job Sequence Sheet will follow the item throughout the stages of manufacture. As the necessary steps are

completed the Job Sequence Sheet is to be signed off and dated by the operator. The Job Sequence Sheet is then

moved to the next workstation with the item being produced. This process is repeated until all stages are

complete and the Job Sequence Sheet is returned to the workshop office.

The Production Supervisor will ensure that all tests have been conducted with acceptable results before the

sequence continues to the next stage of manufacture.

Any unsigned task may be authorised by the Production Supervisor (after confirming that step has been

satisfactorily completed), if the person who originally completed the process is not available.

If a change to the Job Sequence Sheet is required, the sheet will be returned to the originator who will review the

requested changes, incorporate them into the Job Sequence Sheet and initial the amendment.

If a new Job Sequence Sheet is required, the original will be returned to the originator who will stamp it 'revised',

sign and date it and file the sheet in Job files. The new Job Sequence Sheet (rev 2) will be issued with any

necessary changes and the tasks already completed will be marked 'see revision 1'. Production staff will continue

to complete and sign-off any incomplete operations on the new Job Sequence Sheet (rev 2).

If the originator is not available to complete steps 7 or 8, the Production Supervisor is authorised to issue the

revised Job Sequence Sheet, by exception only.

When all operations have been completed and the Job Sequence Sheet is returned to the workshop office, it will

be filed with other documentation relating to the particular job.


Quality Forms

Management Review Meetings





Tag: Approved By:

Policy RefPN0042

PolicyManagement Review Meetings

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Management Review Meetings

PurposeThe purpose of this policy is to explain the general procedures relating to Management Review Meetings

ScopeThe following guidelines are to be adhered to by all employees, supervisors and employees.

ProcedureFORM No F5.1 - Management Review Meetings

MEETING PURPOSE:

MANAGEMENT REVIEW OF QUALITY SYSTEM

PRESENT

DATE: PAGE: 1 OF: COPY

ITEM

NO

CONTRACT REVIEW CHECKLIST

ITEM

RESPONSE ACTION

BY

WHOM

DATE

REQ'D

1 Business arising from previous

minutes

ITEM

NO

CONTRACT REVIEW CHECKLIST

ITEM

RESPONSE ACTION

BY

WHOM

DATE

REQ'D

2 New business

2.1 Management Responsibility Are all responsibilities being fulfilled as outlined

in QP 3.4?

2.2 Quality System Does any part of the system need modifying,

particularly Quality Policy?

2.3 Sales orders review Sales Manager to give a review of Sales

activities, particularly any issues raised during

contract reviews

2.4 Process Issues Review of Issues arising from the process

2.5 Document & Data Control Quality Representative/Quality Manager to give

an overview of effectiveness of document

control procedures

2.6 Purchasing Purchasing Manager to give a review of

purchasing activities, particularly the

performance of subcontractors

2.7 Control of Non-conformances Quality Representative to review levels and

trends in non-conformances

2.8 Corrective & Preventive Action Department Heads to give overview of actions

taken to correct and prevent non-conformances

2.9 Control of Records Quality Representative to give overview of

quality record control as detected during audit

activities

2.10 Internal Audit Activities Quality Representative to review results of

audits

2.11 Training & employee

performance Rectification of

substandard conditions

HR/Training Department to give a review of

training activities

Occupational Health& Safety Manager /

coordinator

2.12 Business performance and

data analysisCEO/Managing Director/General Manager to

review trends revealed from analysis of

statistical techniques

3 Any other business

3.1 Meeting closed at time

Contract Review Action Minutes





Tag: Approved By:

Policy RefPN0043

PolicyContract Review Action Minutes

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Contract Review Action Minutes

PurposeThe purpose of this policy is to explain the general procedures relating to Contract Review Action Minutes


ProcedureForm No. F5.2 - Contract Review Action Minutes

MEETING PURPOSE:

TENDER OR CONTRACT REVIEW

{Strike out whichever is not applicable}

PRESENT

DATE: PAGE: 1 OF: COPY JOB No

EST No

ITEM

NO

CONTRACT REVIEW

CHECKLIST ITEM

RESPONSE BY

WHOM

DATE

REQ'D

ITEM

NO

CONTRACT REVIEW

CHECKLIST ITEM

RESPONSE BY

WHOM

DATE

REQ'D

1 SCOPE OF WORK {Detail here exactly what products and/or services the

customer is expecting, and what action you should take

to comply with the tender. If Ezi Cut Tree Services Pty

Ltd cannot comply, note the non-compliances. If it is

anticipated to submit a non- conforming tender the

alternative tender qualifications should be identified. If

it is a contract review and the contract requirements

cannot be met the actions to be taken must be noted}

2 RELEVANT

COMPLIANCE

STANDARDS

{Note here the national or international standards to

which the products and/or services must comply. If

there is a conflict between required standards and

ability to comply, the non-compliances must be noted

for action.}

3 DELIVERY

REQUIREMENTS{Note here when the products and/or services are

required to be completed and any actions to be taken as

a consequence}.

4 PRICING DETAILS {Analyse the anticipated sales and the projected

margins. For a tender these may only be estimates}.

5 RESOURCE

REQUIREMENTS

{Note here the requirements for resources under the

proposed contract and whether Ezi Cut Tree Services Pty

Ltd can satisfy the resource requirements. Document

and action anything that has to be done to comply or

otherwise}.

Plant & Equipment�

Manning levels (available Vs. projected)�

Cash Flow�

Finance�

Bank Guarantees�

Design & technology; manufacturing drawings�

6 INSURANCE

REQUIREMENTS

{Discuss here any project specific insurance needs that

may be required and consequential actions}.

7 CONTRACT RISK {Complete a formal review of the contract terms, using

legal advice if necessary, to determine the extent of the

contract risk profile and the ability of Ezi Cut Tree

Services Pty Ltd to comply with the contract. Record

actions during the review process.}

Damages:

Damages for delay in completion�

Performance related damages�

Warranties:

Defects liability�

Performance warranties�

Design & product warranties�

Revenue or cash flow issues:

Lump sum/schedule of rates�

Fixed or variable pricing; if variable, under what�

terms and conditions?

Foreign exchange exposure? Hedging�

necessary?

Cash retention applicable? Repaid when and�

under what conditions?

What is the time for certification and payment�

of claims?

Are there equitable variation clauses?�

Does the contract provide for the payment of�

Progress claims?

Are you satisfied with the Customer credit�

worthiness? Evidence?

Contract Terms:

Are there any extensions of time provisions &�

force major clauses?

Risks:

Are security deposits and/or performance�

bonds required? Can these be in the form of

bank guarantees or insurance bonds? Any

impact on finances?

Are there equitable terms for dispute settling�

procedures?

Are there any indemnities required by the�

customer that may impinge on Ezi Cut Tree

Services Pty Ltd Business Systems and which

may threaten its viability?

Is there any exposure to consequential loss?�

Is there a cap on the liabilities of Ezi Cut Tree�

Services Pty Ltd under this proposed contract?

7 CONTRACT RISK {Complete a formal review of the contract terms, using





Damages:



Warranties:



Design or cashflow issues�

Revenue or cashflow issues:



terms & conditions?


necessary?

Cash retention applicable? Repaid when and�



of claims?



Progress Claims?

Are bonds permissible in lieu of cash retention?�



Contract Terms:



Risks:




impact on finances?


procedures?








{Complete a formal review of the contract terms, using





Damages:



Warranties:



Design & product warranties�

Revenue or cash flow issues:



terms & conditions?


necessary?

Cash retention applicable? repaid when and�



of claims?



Progress claims?

Are bonds permissible in lieu of cash retention?�



Contract Terms:



Risks:




impact on finances?


procedures?








Enquiry Log





Tag: Approved By:

Policy RefPN0044

PolicyEnquiry Log

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Enquiry Log

PurposeThe purpose of this policy is to explain the general procedures relating to Enquiry Log


ProcedureForm No. F5.3 Enquiry Log

DATE NAME COMPANY PHONE/FAX NATURE OF ENQUIRY ACTION TAKEN

SALESPERSON'S NAME SIGNATURE

Design Plan





Tag: Approved By:

Policy RefPN0045

PolicyDesign Plan

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Design Plan

PurposeThe purpose of this policy is to explain the general procedures relating to Design Plan


ProcedureForm No. F5.4 - Design Plan

PROJECT: JOB NUMBER: REVISION STATUS:

CUSTOMER: RESPONSIBLE DESIGNER: DATE OF ISSUE:_____/_____/_____

ITEM No DESIGN

ITEM

ACTION

REQ'D

DESIGN

RESOURCE

OTHER

INPUTS

TO DESIGN

DESIGN

ACCEPT.

CRITERIA

APPLICABLE

DESIGN

STANDARD

_____________________________

Signed by Desginer

Document Control Master List





Tag: Approved By:

Policy RefPN0046

PolicyDocument Control Master List

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Document Control Master List

PurposeThe purpose of this policy is to explain the general procedures relating to Document Control Master List


ProcedureForm No. F5.5 Document Control Master List

KEY for Item column:

QM = Quality Manual QP = Quality Procedures WI = Work Instructions

F = Forms PL = Quality Plans S = Standards

R = Government Regulations M = Operating Manuals D= Design or manufacturing drawings

NAME OF RECIPIENT ITEM

TYPE

REV NO COPY NO DATE SENT

Supplier & Subcontractor





Tag: Approved By:

Policy RefPN0047

PolicySupplier & Subcontractor

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Supplier & Subcontractor

PurposeThe purpose of this policy is to explain the general procedures relating to Supplier & Subcontractor


ProcedureForm No. 5.6 - Supplier Evaluation

NAME OF SUPPLIER: ADDRESS OF SUPPLIER:

Goods or services to be supplied by Supplier

Does the supplier have a quality system in place?

If so, is the system certified to ISO 9001: 2000 or 2008? If Yes, Which?

If Yes, who was the certifying third party?

If not, what method do they use to ensure compliance to customer requirements?

Has the supplier quality system been audited by Ezi Cut Tree Services Pty Ltd? If Yes, When?

Does the supplier issue a written guarantee or warranty?

Can the supplier delivery on time? Do they maintain a supply of stock on hand?

During site visit, what inspection and checking procedures did you observe?

Date of site visit ____/____/____

Any other comments from site visit – housekeeping, documentation, product range etc.?

Supplier / subcontractor assessed as:

o Approved (have certified quality system)

o Reserve (have quality system but not certified)

o Unapproved (no system or unacceptable system)

Assessed By:

Date Assessed:

Review Date:

Purchase Order





Tag: Approved By:

Policy RefPN0048

PolicyPurchase Order

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Purchase Order

PurposeThe purpose of this policy is to explain the general procedures relating to Purchase Order


ProcedureSample Form - Purchase Order

Ezi Cut Tree Services Pty Ltd’s Company Details

Name:

Address:

Telephone:

Fax:

ORDER PLACED ON:

Company Name:

Company Address:

Contact Name:

Phone: Fax:

ORDER NUMBER:

DATE: ______/______/______

LINE

NO

DESCRIPTION OF ITEMPART NO

QTY

RQD

UNIT

PRICE

EXTENDED

PRICE

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

ORDER TOTAL

DELIVERY DATE REQUIRED DELIVERY ADDRESS

SPECIAL REQUIREMENTS:

Standards to be met, inspection requirements, acceptance criteria etc.

ORDER PLACED BY:

Name Signature

Requisition





Tag: Approved By:

Policy RefPN0049

PolicyRequisition

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Requisition

PurposeThe purpose of this policy is to explain the general procedures relating to Requisition


ProcedureForm no. 5.8 - Requisition

DESCRIPTION OF GOODS REQUIRED

Include any special characteristics or standards

with which the goods must comply

PART NUMBER

(If known)

QUANTITY

REQUIREDJOB NUMBER

Preferred Supplier: Name Of Person Requesting Goods:

Preferred Delivery Method: Date Of Requisition:

Date Required: Requisition Approved By:

Job Number Register





Tag: Approved By:

Policy RefPN0050

PolicyJob Number Register

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Job Number Register

PurposeThe purpose of this policy is to explain the general procedures relating to Job Number Register


ProcedureForm No. 5.9 - Job Number Register

KEY for Job Type column

P = Sales of Standard Products J = Production Job

H = Hire of Product S = Servicing Contract

C = Contract for Provision of Services

JOB

TYPE

JOB NO CUSTOMER ORDER NO DETAILS DATE

AWARDED

000001

000002

000003

000004

000005

Etc.

Serial Batch Number Register





Tag: Approved By:

Policy RefPN0051

PolicySerial Batch Number Register

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Serial Batch Number Register

PurposeThe purpose of this policy is to explain the general procedures relating to Serial Batch Number Register


ProcedureForm No. 5.10 - Serial Batch Number Register

SERIAL

NUMBER

DATE

PRODUCEDJOB NO

DESCRIPTION OF

GOODSSUPERVISOR

000001

000002

000003

000004

000005

Etc.

Job Sequence Sheet





Tag: Approved By:

Policy RefPN0052

PolicyJob Sequence Sheet

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Job Sequence Sheet

PurposeThe purpose of this policy is to explain the general procedures relating to Job Sequence Sheet


ProcedureForm Sample - Job Sequence Sheet

JOB NUMBER: JSS ORIGINATOR:

CUSTOMER: DATE OF ISSUE:

Operation Production

Centre

PROCESS

OPERATIO

N

Materials

Required

Acceptance

Criteria

REF. (ITP,

DRAW’G,

WORK

INST)

Production

Measurement

Verified

OK

(Initials)

Monitoring & Test Plan





Tag: Approved By:

Policy RefPN0053

PolicyMonitoring & Test Plan

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Monitoring & Test Plan

PurposeThe purpose of this policy is to explain the general procedures relating to Monitoring & Test Plan


ProcedureForm No. 5.12 Monitoring and Test Plan (ITP)

See the form below.

Job Number: ITP Originator:

Customer: Date of Issue:

Hold

Point

Process

Operation

Reference

(Standard,

Drawing, Work

Inst.)

Test To Be

Completed

Equipment To

Be Used For

Test

Acceptance

Criteria

Comments Tests

Complete

Ok

(Initial)

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

Etc.

Goods Received Advice





Tag: Approved By:

Policy RefPN0054

PolicyGoods Received Advice

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Goods Received Advice.

PurposeThe purpose of this policy is to explain the general procedures relating to Goods Received Advice.


ProcedureForm No. 5.13 - Goods Received Advice

SUPPLIER: DESCRIPTION OF GOODS RECEIVED:

RECEIVED BY:

Name: Signature:

DATE RECEIVED:

_____/_____/_____

Delivery docket received?

Quantity correct? If not correct, state quantity received.

Goods match description on docket? If not, give description of goods received.

Good received in good condition? If not, state damage sustained.

Goods Passed Receiving Inspection: Goods Failed Receiving Inspection:

Stored in Bin Number: Action Taken:

Final Inspection





Tag: Approved By:

Policy RefPN0055

PolicyFinal Inspection

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Final Inspection

PurposeThe purpose of this policy is to explain the general procedures relating to Final Inspection


ProcedureForm No. 5.14 - Final Inspection & Test

CUSTOMER: PROJECT: JOB NUMBER:

Item

No

Description

of Item Being

Inspected

Inspection Details Final

Inspection

Criteria

Results

Job

Sequence

Sheets

Sighted

Test

Certificates

Comply

No

outstanding

non-

conformance

Other Final

Inspection

Checks

INSPECTION CARRIED OUT BY

Name: Signature:

Transport Instructions:1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

Etc.

Date of Inspection:

Calibration Record





Tag: Approved By:

Policy RefPN0056

PolicyCalibration Record

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Calibration Record

PurposeThe purpose of this policy is to explain the general procedures relating to Calibration Record


ProcedureForm No. 5.15 - Calibration Record

Item Of

Equipment

Equipno. Date Calib'd By Whom Results Calib'n

Period

Date Due

Non-Conformance Report





Tag: Approved By:

Policy RefPN0057

PolicyNon-Conformance Report

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Non-Conformance Report

PurposeThe purpose of this policy is to explain the general procedures relating to Non-Conformance Report


ProcedureForm No. 5.16 - Non-Conformance Report

Description of the Non-Conformance (to be completed by the person detecting the non-conformance):

Possbile Causes (to be completed by the person detecting the non-conformance):

Immediate Action (to be completed by the person detecting the non-conformance):

Describe what was done to rectify the problem. Was product removed? Who was informed?

Name:

(Person Detecting Non-Conformance)

Signature: Date:

Send form to Quality Representative

Investigation of Root Causes (to be completed by Quality Representative/Quality Manager)

Investigation Completed By (Name): Signature: Date:

Quality Representative to discuss non-conformance with Department Manager

Further Corrective Action Required and taken (To Be Completed By Department Manager)

Preventative Action Taken (to be completed by Department Manager)

Quality Representative to check at next audit whether preventive action effective: YES / NO

Action taken by:

(Department Manager Name)

Signature: Date:

Delivery Advice





Tag: Approved By:

Policy RefPN0058

PolicyDelivery Advice

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Delivery Advice

PurposeThe purpose of this policy is to explain the general procedures relating to Delivery Advice


ProcedureForm No. F5.17 - Delivery Advice/Transmittal Sheet

Ezi Cut Tree Services Pty Ltd‘s details:

Employee’s Name:

Address:

Telephone:

Fax:

REFERENCE ORDER NO.

DELIVERY TO:

Company Name:

Company Address:

Contact Name:

Phone:

Fax:

Date: _______/_______/_______

Note: When transmitting quality documents use this section to advise what action to take with superseded

documents

Description of Item Quantity Notes

DELIVERY METHOD:

Archive Register





Tag: Approved By:

Policy RefPN0059

PolicyArchive Register

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Archive Register

PurposeThe purpose of this policy is to explain the general procedures relating to Archive Register


ProcedureForm No. 5.18 - Archive Register

Box No Date

Filed

Filed By Summary Of Contents Destruction Date

00001 Person's name

00002

00003

00004

00005

00006

00007

Etc.

Internal Audit Report





Tag: Approved By:

Policy RefPN0060

PolicyInternal Audit Report

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Internal Audit Report

PurposeThe purpose of this policy is to explain the general procedures relating to Internal Audit Report


ProcedureForm No. 5.19 - Internal Audit Report

Audit Report Number: Date Of Audit:

Auditor's Name: Auditor's Signature:

Scope Of The Audit

Department/Area Audited:

__________________________________________________________________________________________

Procedures Audited:1.

2.

3.

4.

Persons Assisting Audit:

Names Of People Interviewed In The Department/Area Being Audited

Summary of Results:

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

REF NO. Details of Non-Conformance NCR

NO.

Proposed Corrective / Preventive Action

Internal Audit Report

Form F.101

Authorised By:

Revision A

Date:

Page 1 of 2

KEY to Results Column

C = Complies with the Standard NC = Does not Comply (non-conformance)

O+ = Positive observation (good system) O- = Negative observation (system could be

improved)

Ref Check Outcome Result

Prepare a list of sample questions and

areas you wish to review ( or reference

to procedures to audit)

Record answers to questions or results of

observations.

Job Description





Tag: Approved By:

Policy RefPN0061

PolicyJob Description

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Job Description

PurposeThe purpose of this policy is to explain the general procedures relating to Job Description


ProcedureForm No. 5.20 - Job Description

Job Title:

Department:

Reports to:

Prepared by:

Date Prepared: ___ /___ /___

Approved by:

Date Approved: ___ /___ /___

Overview:

_______________________________________________________________________________________

_______________________________________________________________________________________

_______________________________________________________________________________________

_______________________________________________________________________________________

_______________________________________________________________________________________

_______________________________________________________________________________________

Essential Duties and Responsibilities:�

�

�

�

�

�

�

�

Supervisory Responsibilities:�

�

�

Qualifications:�

�

�

Certificates, Licenses, Registrations:�

�

�

Education (Qualifications) and/or Experience:�

�

�

Language Skills:�

�

�

Mathematical Skills:�

�

�

Reasoning Ability:

�

�

�

Physical Demands:�

�

�

Work Environment:�

�

�

Employment Application Form





Tag: Approved By:

Policy RefPN0062

PolicyEmployment Application Form

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Employment Application Form

PurposeThe purpose of this policy is to explain the general procedures relating to Employment Application Form


ProcedureForm No. 5.21 - Employment Application Form

Application for Employment

The applicant is required to fill in all the information in this application form. The information you provide

along with the personal interview will be used to make a decision on your suitability for the position.

Important note: This company is an EEO (Equal Employment Opportunity) employer and does not discriminate

against any current or future employee. If you feel that at any stage this company or a representative of this

company has discriminated against you, we encourage you to seek the appropriate legal advice.

Position applying for:

__________________________________________________________________________________________

How did you find out about this position?

_________________________________________________________________________________________

Applicant Details

First Name: Last Name:

Address:

Suburb: State: Postcode: Country:

Phone Number: Mobile Number:

Do you drive? Yes / No

(This has may/may not have bearing on your

employment)

Drivers licence number:

Have you ever lost your driver’s licence? Yes / No

(This has may/may not have bearing on your employment)

Date of Birth: Marital Status (optional)

Emergency Contact (Name): Relationship to you:

Contact Phone: ( ) Mobile:

Medical

Do you have any special medical conditions that may hinder your job tasks or are there any adjustments that

we need to make to accommodate you? (This has no bearing on your employment)

Qualifications and Skills

List your qualifications related to this position and any relevant certificates, diplomas or other.�

�

�

�

Briefly list your skills relating to this position �

�

�



Form F.101

Authorised by:

Revision A

Date:

Page 1 of 3

Provide previous employment details (start with your most recent):

Dates from/to:

Position:

Employer:

Address:

Suburb:

State:

Postcode:

Contact Person:

Position:

Contact Phone:

Can we contact this employer as part of our reference checking process? Yes / No

Dates from/to:

Position:

Employer:

Address:

Suburb:

State:

Postcode:

Contact Person:

Position:

Contact Phone:

Can we contact this employer as part of our reference checking process? Yes / No

Is there any further information that you wish to add?

__________________________________________________________________________________________

__________________________________________________________________________________________

References

Provide three references including, names, contact numbers, relationship to you (e.g., supervisor)

Name:

Contact Number:

Relationship:

Name:

Contact Number:

Relationship:

Name:

Contact Number:

Relationship:



Form F.101

Authorised by:

Revision B

Date:

Page 2 of 3

Education History

School Attended: Date Graduated:

Highest level achieved:

Major achievements at this level:�

�

�

�

Provide a referee:

Referee’s contact number:

Further Education:

Highest Level Achieved:

Institution attended: Date Graduated:

Course(s) completed:

Major Achievements at this level:�

�

�

�

Provide a referee:

Referee’s contact number:

From what date will you be able to start work?

What type of employment do you seek? full-time part-time casual contract

This job may require travelling. Do you have any concerns about travelling?

Have you ever applied for a position with this company? Yes/No

Have you worked for this company previously? Yes/No

Do you have a criminal record? Yes/No

If Yes, please specify.

_________________________________________________________________________________________

_________________________________________________________________________________________

Employee Declaration

To the best of my knowledge, I believe that the above statements are true and correct. I understand that any

deliberately false, misleading or incomplete statements may lead to my dismissal, if employed.

I, __________________________________ give this company permission to conduct the relevant reference

checks and obtain the required information from past employers and or other relevant parties. I understand

that this will be done in an ethical and legal manner and will not compromise my current employment

situation.

Signed _____________________________________ Date: ___/___ / ___



Form F.101

Authorised by:

Revision C

Date:

Page 3 of 3

Reference Checks

Reference Comments

1

2

3

4

5

Is a second interview required? Yes/No

Date and Time:

Has the person been notified? Yes/No

Notes:

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

Performance Review





Tag: Approved By:

Policy RefPN0063

PolicyPerformance Review

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Performance Review

PurposeThe purpose of this policy is to explain the general procedures relating to Performance Review


ProcedurePerformance Review Form

Key to Ratings:

Low: U = Unsatisfactory

NI = Needs Improvement

M = Meets Job Requirements

High: E= Exceeds Job Requirements

O = Outstanding

Quantity

Criteria N/A Low High

Meets Productivity Standards

Completes work in timely manner

Strives to increase productivity

Works Quickly

Achieves established goals

Overall

Quality


Demonstrates accuracy and thoroughness

Displays commitment to excellence

Looks for ways to improve and promote quality

Applies feedback to improve performance

Monitors own work to ensure quality

Overall

Job Knowledge


Competent in required job skills and knowledge

Exhibits ability to learn and apply new skills

Keeps abreast of current developments

Requires minimal supervision

Displays understanding of how job relates to others

Uses resources effectively

Overall

Problem Solving


Identifies problems in a timely manner

Gathers and analyses information skilfully

Develops alternative solutions

Resolves problems in early stages

Works well in group problem solving situations

Overall

Communications


Expresses ideas and thoughts verbally

Expresses ideas and thoughts in written form

Exhibits good listening and comprehension

Keeps others adequately informed

Selects and uses appropriate communication methods

Overall

Initiative


Volunteers readily

Undertakes self-development activities

Seeks increased responsibilities

Takes independent actions and calculated risks

Looks for and takes advantage of opportunities

Asks for help when needed

Overall

Adaptability


Adapts to changes in the work environment

Manages competing demands

Accepts criticism and feedback

Changes approach or method to best fit the situation

Overall

Planning & Organisation


Prioritises and plans work activities

Uses time efficiently

Plans for additional resources

Integrates changes smoothly

Sets goals and objectives

Works in an organised manner

Overall

Cooperation


Establishes and maintains effective relations

Exhibits tact and consideration

Displays positive outlook and pleasant manner

Offers assistance and support to co-workers

Works cooperatively in group situations

Works actively to resolve conflicts

Overall

Judgement


Displays willingness to make decisions

Exhibits sound and accurate judgement

Supports and explains reasoning for decisions

Includes appropriate people in decision-making process

Makes timely decisions

Overall

Dependability


Responds to requests for service and assistance

Follows instructions, responds to management direction

Takes responsibility for own actions

Commits to doing the best job possible

Keeps commitments

Meets attendance and punctuality guidelines

Overall

Innovation


Displays original thinking and creativity

Meets challenges with resourcefulness

Generates suggestions for improving work

Develops innovative approaches and ideas

Overall

Summary

Plans for Improvement

Employee Comments

Employee Acknowledgement

I have reviewed this document and discussed the contents with my manager. My signature means that I have

been advised of my performance status, and does not necessarily imply that I agree with the evaluation.

Employee Signature: _______________________________________ Date: _____________________

Reviewer Comments

Reviewer Signature: _______________________________________

Training Record





Tag: Approved By:

Policy RefPN0064

PolicyTraining Record

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Training Record

PurposeThe purpose of this policy is to explain the general procedures relating to Training Record


ProcedureForm No.5.23 - Training Record

Employee Name: Date of Commencement:

Position: Department:

Qualifications on Commencement:

Date:

Qualification:

Institution:

WORK SKILLS ON COMMENCEMENT: (Work experience)�

�

�

�

�

�

�

DATE TRAINING

COMMENCED

DURATION

Hrs./Days/

Weeks

COURSE COMPLETED NAME OF TRAINER

OR TRAINING BODY

Service Report





Tag: Approved By:

Policy RefPN0065

PolicyService Report

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Service Report

PurposeThe purpose of this policy is to explain the general procedures relating to Service Report


ProcedureForm No. 5.24 - Service Report

Customer: Date Of Service:

Service Technician: Reason For Service:

Programmed Call-Out Return to Base

Job Number: If Programmed, What Type?

1 Month 6 Month 12 Months

Item Activity Acceptance

Criteria

Test Result Checked Ok

(Initials)

1

2

3

4

5

6

7

8

9

10

Parts Used:

Service Report:

Further Action Required?

Next Service Due:

Service Charge: Labour (___hrs.) $

Parts $

Sundries $

Total $

_________________________________

Signature of Service Technician

Statistical Report





Tag: Approved By:

Policy RefPN0066

PolicyStatistical Report

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Statistical Report

PurposeThe purpose of this policy is to explain the general procedures relating to Statistical Report


ProcedureForm No. 525 Statistical Report

REPORT FOR THE MONTH OF:

REPORT COMPLETED BY:

Number and type of non-conformance

Breach of Quality Management System

Design problem

Product Defect

Supplier Error

Customer Complaint

(incl. Warranty)

QTY YEAR

Graph

TIME

Area in process where non-conformance detected

Goods Receiving & Store

Sales

Design

Production

Final Inspection & Test Service

Delivery

Administration

QTY YEAR

Graph

TIME

Estimated cost of rework

Number of minor events X $000$

Number of major events X $0,000 $

TOTAL $

QTY YEAR

Graph

TIME

Number of products failing final inspection

Production

Service

QTY YEAR

Graph

TIME

Refer to next page for Back-Up Statistics

Date Training

Commenced

Duration

Hrs/Days/

Weeks

Course Completed Name Of Trainer

Or Training Body


Quality Schedules

Document Retention Schedule





Tag: Approved By:

Policy RefPN0067

PolicyDocument Retention Schedule

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Document Retention Schedule

Purpose


ProcedureProcedure for example:

Record Name Record

No.

Retention

Period

Person

Responsible

Location Disposal

Method

Management

review

Customer orders

Design plans

Purchase Orders

Production Records

Service Records

Calibration Records

Internal Audit

reports

Delivery Advice

Training records

Employee Records

Subcontractor Listing





Tag: Approved By:

Policy RefPN0068

PolicySubcontractor Listing

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Subcontractor Listing

PurposeThe purpose of this policy is to explain the general procedures relating to Subcontractor Listing


ProcedureVisual Inspection1.

Cert of Compliance required2.

Compliance testing on Delivery3.

Supplier Address Contact details Level of

Inspection 1-3

Assessment

completed

Review Due

Internal Audit Plan





Tag: Approved By:

Policy RefPN0069

PolicyInternal Audit Plan

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Internal Audit Plan

PurposeThe purpose of this policy is to explain the general procedures relating to Internal Audit Plan


Procedure

Area to be

audited

Auditor Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

X: Planned X: Completed

Service Plan





Tag: Approved By:

Policy RefPN0070

PolicyService Plan

DescriptionEzi Cut Tree Services Pty Ltd has guidelines for all employees regarding Service Plan

PurposeThe purpose of this policy is to explain the general procedures relating to Service Plan


ProcedureSee next page for example.

Machine

ID

Work

Instruction

No.

Location Technician Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec