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ISO 9001: 2008
Quality Management System
Building Component Solutions
Address: 14441, Dammam 31424, Saudi Arabia.
Tel# 966 (3) 8124571 Fax# 966 (3) 8124579
Quality Manual
Department Procedures
Quality System
Procedures
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Quality Manual
ISO 9001: 2008
Of
Building Component Solutions
Main Factory 2nd Industrial Area
Dammam, Kingdom of Saudi Arabia.
Mailing Address: P.O. Box 14441, Dammam 31424,
Kingdom of Saudi Arabia.
Tel# 966 (3) 8450677
Fax# 966 (3) 8450679
Email: [email protected]
Issue 1 - Dated: 01/11/2011
Prepared & Reviewed By Approved By
Naveed Aslam (MR) Nasri Majzoob (GM)
The copyright of this document is the property of Building Component Solutions (BCOMS). The document is
supplied on the condition that it may not be disclosed to third parties without the written authorization of the
copyright owner.
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QA
Title: Table of contents
ISO 9001: 2008 Section No. Rev. No.
Date if Issue
Topic Page#
A
0
Table of contents
B
0
Issue and Revision Status
1
0
Scope
1.1 0
General
1.2 0
Application
1.3 0
Information
1.4 0
Brief History
1.5 0
Marketing Presence
1.6 0
Manpower & Capacity
2
Normative Reference
3
Terms & Definition
4
Quality Management System
4.1
General Requirements
4.2
Documentation Requirements
4.2.1
General
4.2.2
Quality Manual
4.2.3
Control of Documents
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ISO 9001: 2008 Section No. Rev. No.
Date if Issue
Topic Page#
4.2.4
Controls of Records
5
Management Responsibility
5.1 Management Commitment
5.2 Customer Focus
5.3 Quality Policy
5.4 Planning
5.4.1 Quality Objectives
5.4.2 Quality Management System Planning
5.4.2.1 Quality Plan
5.5 Responsibility, Authority & Communication
5.5.1 Responsibility & Authority
5.5.2 Management Representative
5.5.3 Internal Communication
5.6 Management Review
5.6.1 General
5.6.2 Review Input
5.6.3 Review Output
6
Resource Management
6.1 Provision of Resources
6.2 Human Resource
QA
Title: Table of contents
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ISO 9001: 2008 Section No.
Rev. No.
Date if Issue
Topic Page#
6.2.1 General
6.2.2 Competence, Awareness & Training
6.3 Infrastructure
6.4 Work Environment
7
Product Realization
7.1 Planning of Product Realization
7.2 Customer Related Processes
7.2.1 Determination of Requirement Related to Product
7.2.2 Review of Requirements Related To the Products
7.2.3 Customer Communication
7.3 Design & Development (Excluded)
7.4 Purchasing
7.4.1.1 Responsibility
7.4.1.2 Evaluation of Supplier
7.4.3 Verification of Purchased Product
7.5 Production and Service Provision
QA
Title: Table of contents
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ISO 9001: 2008 Section No. Rev. No.
Date if Issue
Topic Page#
7.5.1 Control of Production & Service Provision
7.5.2 Validation of Processes for Production & Service Provision
7.5.3
Identification and Traceability
7.5.4
Customer Property
7.5.5 Preservation of Product
7.6 Control of Monitoring & Measuring Devices
7.6.1 General
7.6.2 Control Procedure
8
Measuring Analysis & Improvement
8.1 General
8.2 Monitoring and Measurement
8.2.1 Customer Satisfaction
8.2.2 Internal Audit
8.2.3 Monitoring and Measurement of Processes
8.2.4 Monitoring & Measurement of Product
8.3 Control of Non-Conforming Product
QA
Title: Table of contents
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ISO 9001: 2008 Section No. Rev. No.
Date if Issue
Topic Page#
8.5 Improvement
8.5.1 Continual Improvement
8.5.2 Corrective Action
8.5.3 Preventive Action
Annexes:
Annexes Title Annex ‘A’ QMS Process Based Model
Annex ‘B’ Business Process Chart
Annex ‘C’ Organization Charts
Annex ‘D’ Terms and Definitions
Annex ‘E’ ITP
Annex ‘F’ Quality System Procedures List
Annex ‘G’ Master List of Departments Procedures
Annex ‘H’ Master List Of Forms Used In BCOMS
Annex ‘I’ Distribution of Quality Manual
Annex ‘J’ Quality Objectives
Annex ‘K’ Work Interfacing Among Different Departments..\Annexes\Annex-K K2_MODEL CHART OMD work interface.docx..\Annexes\Annex-K K3_Production Department Model Chart.docx
………………………………..
QA
Title: Table of contents
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A Quality Manual Rev No. 00
Standard : ISO 9001:2008 Section: 1 Date: 01/11/2011
1-Scope:
1.1 General:
This Quality Manual (QM) of Building Component Solutions (BCOMS) has been written and
implemented in line with the requirements of the international organization for standardization
ISO 9001:2008.
(a) To demonstrate our ability to consistently provide products which meet our customer
and applicable statutory and regulatory requirements?
(b) To enhance customer satisfaction through the effective application of the system
including processes for the continual improvements and the assurance of the conformity
to customer and applicable statutory and regulatory requirements.
1.2 Application:
The scope of the quality management system applies to:
“Manufacture and Supply of the Insulated Sandwich Panels and other related Accessories”.
All the requirements of the ISO 9001:2008 shall be applied with excluding section 7.3 Design
and Development from the applicable requirements of ISO 9001:2008 due to the nature of
BCOMS and its products. All principal product characteristics are specified by the customer or
their consultants. This exclusion does not affect ability or responsibility of BCOMS, to provide
product that meets customer and applicable statutory and regulatory requirements.
The above is applied to BCOMS factory at DAMMAM Kingdom of Saudi Arabia.
1.3 Information:
Building Component Solutions is one of the largest manufacturers of insulated sandwich panels
in the Middle East and has the latest technology to produce panels using continuous production
line.
BCOMS manufactured panels that can be used for external cladding as well as internal control
rooms, partitions walls and port cabins
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A Quality Manual Rev No. 00
Standard : ISO 9001:2008 Section: 1 Date: 01/11/2011
1.4. Brief History
BCOMS was founded by ZIIC group of companies in 2007, as a manufacturer of insulated
sandwich panels. The company is progressively expanding in the region and greatly contributing
to the phenomenal growth of the Saudi Arabian. Industrial sector has successfully completed
numerous projects in KSA & overseas.
BCOMS list of customer includes a variety of contractors of different sizes and classifications, end users from the private and governmental sectors in addition to leading steel building suppliers in the Middle East. A list of customers is:
- Saudi Aramco. - SABIC. - Saudi BEMCO. - Zamil Steel Industries, P.E.B. GCC. - Zamil Steel Egypt. - Mabani Steel. - Tekfen Construction - Prainsa Saudi Arabia. - Simon India Ltd. - Saudi Kayan. - GAMA Contracting.
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A Quality Manual Rev No. 00
Standard : ISO 9001:2008 Section: 1 Date: 01/11/2011
1.5 Marketing Presence:
BCOMS has supplied over 1,000,000LM of insulated sandwich panels to different customers in
Kingdom of Saudi Arabia, UAE, Oman, Lebanon, Yemen, Pakistan, Qatar, Bahrain and Egypt.
1.6 Manpower and capacity:
BCOMS currently employs a highly motivated multinational work force of approximately 50
persons. The BCOMS currently has a annual capacity of 2,000,000 LM Manufacturing of
Insulated Sandwich Panels.
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A Quality Manual Rev No. 00
Standard : ISO 9001:2008 Section: 2&3 Date: 01/11/2011
2- Normative Reference:
The following normative document contains provisions which, through reference in this text,
constitute provisions of ISO 9001:2008.
For dated reference, subsequent amendments to, or revisions of any of these publications do
not apply. However, parties to agreements based on ISO 9001:2008 are encouraged to
investigate the possibility of applying the most recent edition of the normative document
referred to apply.
ISO 9000:2005 Quality Management System
Fundamentals and Vocabulary
3- Terms & Definitions: For the purpose of the international standard the terms and definitions given in ISO 9000 do apply to
this quality manual, moreover, detail list of “Terms and Definitions” are stated in Annex ‘L’ also.
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A Quality Manual Rev No. 00
Standard : ISO 9001:2008 Section: 4 Date: 01/11/2011
4. Quality Management System
4.1 General Requirements:
Building Component Solutions (BCOMS) has established documents and implemented a Quality
Management System which shall be maintained and continually improved in accordance with
the requirements of international standard ISO 9001:2008. To implement the quality
Management System the organization has:
a) Determined the important processes needed for the Quality Management System and
their application throughout the organization.
b) Determined the sequence and interaction of these processes in sequence and their
interactions (Please see Annex ‘B’).
c) Determined criteria and methods required to ensure the effective operation and control
of these processes by implementing a system for internal quality audit (QSP 19).
d) Ensured the availability of resources & information necessary to support the operation
monitoring of these processes by conducting Management Review Meeting (QSP 3).
e) Put procedures in place to manage monitor measure where applicable, and analyze
these processes.
f) Implemented action necessary to achieve planned results continual improvement.
g) Ensured any processes where outsourced are identified and controlled to provide the
product that conforms to requirements. Controls of such outsourced processes are
identified within the QMS (Quality Management System) (QSP 11 & 12).
h) Ensuring control over outsourced processes does not absolve the organization of the
responsibility of conformity to all customer statutory and regulatory requirements.
Which directly relates to requirements contain in Clause 7 of ISO 9001:2008.
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A Quality Manual Rev No. 00
Standard : ISO 9001:2008 Section: 4 Date: 01/11/2011
4.2. Documentation Requirements:
4.2.1. General:- the (QMS) based on the requirement of ISO 9001:2008 describes how the
organization’s program is designed to ensure that customer’s quality requirement are
recognized that consistent and uniform control of these requirements are adequately
maintained. This quality manual describes how effective control is established by the use of
formal written procedures, and as required by contract.
The quality management system documentation includes.
a) Quality Policy: Organization Quality Policy is documented in clause 5.3 of this
quality manual.
b) Quality Objectives: Organization Quality Objectives are documented in clause 5.4.1
of this Quality Manual.
c) Quality Manual: Quality Manual is the Level 1 document that contains the scope of
Organization Quality Management System and refers to the documented system
and department procedures with interaction between the processes.
d) Quality System Procedures: Quality System Procedures are Level 2 documents that
detail the procedures required as per ISO 9001:2008 standard. System procedures
refer to department procedures as necessary.
e) Department Procedures: Department working procedures are Level 3 documents
that explain the effective Planning, Operation and Control of individual processes in
detail, and refer to format and records associated with the processes.
f) Forms and Records: Department forms and records are Level 4, required by the
standard ISO 9001:2008 and to provide evidence of conformity to the requirements.
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A Quality Manual Rev No. 00
Standard : ISO 9001:2008 Section: 4 Date: 01/11/2011
4.2.2. Quality Manual:
a) A quality manual has been established which includes the scope of the quality
management system from the ISO 9001:2008 standard.
b) As applicable, quality manual clauses refer to the respective system procedures
established in QMS.
c) A description of the interaction between the processes of the Quality Management
System as per Organization Process Chart. ( Annexes ‘A’, ‘B’ & ‘K’)
Distribution of Quality Manual:
One controlled hard copy of the quality manual will be held in MR office. Any hard copies
other than the one with MR shall be treated as uncontrolled and stamped “Uncontrolled
Copy”.
CD’s are up to date at issue, and in the certain circumstance may be issued to customs in the
PDF format that shall be having only read facility. Such CDs shall be clearly marked
“Uncontrolled Copy for Information Only, Not Subject to Update”.
Other authorized persons in the organization will have read access through the company
intranet. Revision access will only be only available to the authority management
representative. (Annex ‘I’)
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A Quality Manual Rev No. 00
Standard : ISO 9001:2008 Section: 4 Date: 01/11/2011
4.2.3. Control Documents:
Documents defined in the ISO Standard 9001:2008 have been identified and distribution
is controlled. This includes Quality Manual, Quality System procedures. Working
Procedures, Forms, Inspection & Test Program (ITP), Bill of Materials and subsequent
revisions approved by issuing authority. A documented procedure (QSP 06 & QSP 07) is
established to define the controls needed.
a) Document are reviewed and approval by authorized personnel for adequacy prior
to use. In the absence of approval authority, issuing authority is authorized to
approve the documents.
b) Document updates and revision are reviewed and re-approved by the same
authority that performed original reviewed, unless otherwise designated.
c) The changes shall be identified properly. All procedures changes are provided with
revision status.
d) The latest issues of appropriate documents are issued and made available at point
of use.
e) All documents are kept legible, readily identifiable and retrievable.
f) Documents of external origin such as customer documents, national / international
standards are determined by Organization for the planning and operation of the
quality management system are identified and their distribution controlled.
g) Prevent the unintended use of obsolete documents by destroying them. If any
obsolete documents are retained, they shall be clearly marked “Void” or
“Superseded”.
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A Quality Manual Rev No. 00
Standard : ISO 9001:2008 Section: 4 Date: 01/11/2011
4.2.4. Control of Records:
Quality Records are established and controlled by the respective department to
demonstrate conformance to specified requirements and effective operation of the Quality
Management System.
All relevant records specified in this Quality Manual and various Documented Procedures of
the Organization shall be treated as Quality Records. When required as per contract, the
Quality Dossier containing Mill Test Certificates, Inspection and Test Report shall also be
treated as Quality Records.
Identification, storage, protection, retrievable, retention and disposition of quality Records
is carried out as per Quality System Procedure QSP 18.
All Quality Records are kept legible and stored in such a way that they are readily
identifiable and retrievable.
QSP 18 defines the control needed for the identification, storage, protection, retrievable,
retention & disposition of quality records.
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A Quality Manual Rev No. 00
Standard : ISO 9001:2008 Section: 5 Date: 01/11/2011
5. Management Responsibility:
5.1. Management Commitment:
BCOMS Top Management is fully committed to the development and implementation of
the Quality Management System, and provides evidence of its commitment through:
a) Communicating the importance of meeting customer satisfaction as well as
statutory regulatory requirement.
b) Establishing a Quality Policy and Quality Objectives, and communicating the value
of quality Management System (Refer Clause 5.3).
c) Conducting periodic management reviews (Refer Clause 5.6).
d) Ensuring the available of resources which provide support for the Organization
objectives and for the implementation of an effective system (Refer Clause 5.4.1).
e) Creating an environment which helps to promote customer focus and customer
satisfaction approach within the Organization.
5.2 Customer Focus:
Management is committed to achieve total customer satisfaction, which is periodically
evaluated and reviewed in management review meetings. Enhancing customer
satisfaction is the main objective. To ensure that customer requirements are determined
and fulfilled, the management is committed to provide all the necessary support and
resources for the effective implementation of Quality Management System. (Refer 7.2.1 &
8.2.1).
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A Quality Manual Rev No. 00
Standard : ISO 9001:2008 Section: 5 Date: 01/11/2011
5.3. Quality Policy
BCOMS top management established the quality policy based on the quality management
system which is appropriate to BCOMS and ensures that the policy includes commitment
to comply with requirements & continually improve the effectiveness of the Quality
Management System. Providing a frame work for establishing and reviewing quality
objectives.
Top management also ensure that the “Quality Policy” is well communicated and
understood at all levels of the organization by displaying it on factory premises and office
areas and being regularly reviewed for continuing suitability.
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A Quality Manual Rev No. 00
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5.4 Planning:
5.4.1 Quality Objectives: Top Management ensures that Quality Objectives, including those needed to meet requirements for the product are established at relevant functions and level within the Organization, which are measurable and are consistent with Quality Policy. The Quality Objectives are aimed at ensuring continual improvement in the Organization. Top Management also ensures that the ‘Quality Objectives’ are well communicated and understood by the respective owners of the Organization and being regularly reviewed for continual improvement. 5.4.2 Quality Management System Planning: Top Management shall ensure that: a) Quality Management System Planning is an integral part of Quality Manual, System
Procedure, Work Instructions, Forms and Quality Objectives. b) The integrity of the Quality Management Systems is maintained when changes to the
Quality Management System are planned and implemented. Any changes to the Quality System shall be discussed in the BCOMS meeting or in Management Review Meeting and can be set as a new Objective, where it shall be monitored and measured.
5.4.2.1 Quality Plan:
Quality Plan shall consist of a minimum. a) ITP (Inspection and Testing Program). b) Working Procedures & quality Objectives. c) Inspection reporting formats. Quality Plan/ITP in line with the project requirements shall be prepared by Quality Department. A standard ITP is shown at Annex ‘E’ if required, quality Plan is submitted for client approval through Detailing & Order Management Department.
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Quality Manual Rev No. 00
Standard : ISO 9001:2008 Section: 5 Date: 01/11/2011
Quality Objective:
The main objective of BCOMS is to consistently produce products of the highest standard at competitive prices, which meet specification, contractual obligation, and exceed customer expectations. Other prime objectives are:
Note: (1) All the targets shall be measured in reference to the previous year results of quality
objectives. (2) HR & Purchase are corporate shared departments reason why the quality objectives of these
departments are fixed & analyzed by corporate itself.
S. No. Process/ Function Quality Objectives Period Target
1 Corporate To achieve and maintain ISO9001:2008 Certification
Yearly 2012
2 Corporate To strive for continual improvement Yearly ---
3 Sales To increase sales volume Yearly 15%
4 Sales To increase loyal customer Yearly 20%
6 Order Management To monitor, analyze & improve customer satisfaction
Yearly 4 out of 5
points
8 Order Management To reduce customer claim due to detailing error Yearly <24
9 Order Management To reduce Detailing man-hr per 100 LM Yearly 20%
10 Production Planning To reduce change over Weekly One
11 Production To reduce customer claim due to production errors
Yearly 10%
12 Production To reduce Scrap Generation Yearly 15%
13 Shipping To reduce defects occurs during shipping Yearly 5%
14 Material
Planning/Purchasing To keep minimum inventory level of standard material
Yearly 100%
15 Maintenance To reduce break down hours of machine Yearly 10%
16 QA/QC To audit the quality system periodically Yearly Two IA & One Extn
Audit
17 QA/QC To perform calibration on test equipment Yearly All QC
Equipment
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A Quality Manual Rev No. 00
Standard : ISO 9001:2008 Section: 5 Date: 01/11/2011
5.5 Responsibility, Authority & Communication:
5.5.1 Responsibility and Authority: The responsibility and authority of Top Management is as follows: a) General Manager: Having executive responsibility for the performance of the various
departments of the Organization: Marketing, Sales, Order Management & Detailing, Operations and Quality.
b) Management Representative: The operations Manager is the Management
Representative of the Organization and responsible for the implementing and maintaining the Quality Management System in BCOMS.
c) Department Head: Responsible for all functions of the department and
implementation of Quality Management System in their respective areas in the liaison with Operation Manager. The overall structure of the Organization is shown as per attached Organization Charts (please see Annex ‘C’). Organization Charts shall be updated whenever any changes occur otherwise on half-yearly basis in the Quality Manual. Responsibilities, Authorities and interrelationships of individual of departments are further elaborated in the respective department Organization Chart, and individual job descriptions in their respective department procedures.
5.5.2 Management Representative: The Manager Operations is the Management Representative of the Organization, having responsibility and authority that includes. a) Ensure that processes needed for the Quality Management System are established,
implemented and maintained. b) Reported to General Manager on the performance of the Quality Management
System with needs for improvement as required. c) Promotion of awareness of customer requirements throughout the Organization.
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Standard : ISO 9001:2008 Section: 5 Date: 01/11/2011
5.5.3 Internal Communication:
Appropriate communication channels are established to ensure that effective communication takes place regarding the effectiveness of the Quality Management Systems. a) Language of internal communication shall be in English. b) In general, oral communication is by means of telephone and through meetings, such
as Kick off meeting, Pre-Inspection Meeting, Production Meeting, Product Review Meeting, Quality Meeting, Management Review & Enhancement Meeting & Project Progress Meeting etc. for all meetings, wherever needed, Minutes of Meeting shall be recorded.
c) Written communication can be through Memos, Emails, Fax, and Notice Boards etc. d) Quality Manual, Quality Policy, Quality System Procedures, all Departmental working
Procedures, Work Instructions and Forms are communicated to all authorized Computer Persons through the Organization’s local intranet system. In particular, the following communication channels are used:
Corporate goals and strategies are communicated through Quality Policy/ Objective and Quality Management System through Quality Manual.
Purchase details are through Order and Receiving Reports (PR & PO). Quality requirements through Quality Plan (QP). Inspection results are through inspection and Test Reports. Delivery details are through Job Packing List and Dispatch Note. Product requirements through BOM, Cut list Drawings & Sketches
5.6 Management Review: 5.6.1 General
In order to maintain the Quality Management System and to ensure its continuing suitability, adequacy and effectiveness a system of Management Review Meetings has been instituted. The Operation Manager shall convene these meetings through internal email/memo. The General Manager shall chair the meetings through their absence, another manager shall be nominated. The Department Heads or their nominee of the Organization shall attend such meetings. This shall review and assess the opportunities for improvement and need for changes to the Quality Management System. Quality Policy and Quality Objectives. Management Review Meeting shall be conducted as and when but at least once in every six months (QSP 03)
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Standard : ISO 9001:2008 Section: 5 Date: 01/11/2011
5.6.2. Review Input: Following are the inputs to the Management Review Meeting to be discussed: a) Result of External & Internal audits.
b) Analysis of customer feedback report,
c) Process Performance: Quality Objective Analysis.
d) Product Conformity: Claim analysis report (Customer complaints) NCR summary & UMR cost
analysis.
e) Preventive & Corrective Action Analysis.
f) Follow –Up action from previous Management Review Meeting.
g) Any major changes that could affect the Quality Management System.
h) Recommendations for improvement. 5.6.3 Review Output:
The decision and actions in the Management Review Meeting are documented in the Minutes or Meeting. The review output shall contain any decisions and actions related to: a) Improvement of the effectiveness of the Quality Management System and its processes.
b) Improvement of product related to customer requirements.
c) Resource needs as applicable.
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A Quality Manual Rev No. 00
Standard : ISO 9001:2008 Section: 6 Date: 01/11/2011
6. Resource Management:
6.1 Provision of Resources: BCOMS Top Management determines and provides the required resources such as competent personnel, necessary Machinery Tools and Equipment. Testing facilities and Equipment. Hardware and Software to: a) Implement and maintain the Quality Management System and continually improve its
effectiveness, and b) Enhance customer satisfaction by meeting customer requirements. 6.2 Human Resources:
6.2.1 General: All personnel performing work, which might directly or indirectly affect the quality of the product, must be qualified. Qualification includes requirements for education, skills and experience. The direct supervision is responsible to assess and review their qualifications, capabilities for further training and educating them to suit the job requirements. Training qualification record shall be maintained for all personnel performing work affecting Quality.
6.2.2 Competence, Training and Awareness:
a) The Organization relies greatly on the skills and competence of the personnel, who has a
direct impact on work affecting conformity to our product quality and processes. b) Training needs of the personnel are identified on basis of their past work experience,
qualification and for the specific requirement and the nature of job. Quality Manual, Quality Policy, Quality System Procedures, all departmental working procedures, work instructions and form are communicated to all computer users through the Organization’s local Intranet System.
c) After each training session, effectiveness of training is evaluated and records are maintained by the respective department.
d) The Organization shall ensure that its personnel are aware of the relevance and importance of their activities and contribution to the achievement of the Quality Objectives.
e) The records of education, training, skills and experience are maintained by Respective Department.
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Standard : ISO 9001:2008 Section: 6 Date: 01/11/2011
6.3 Infrastructure: Infrastructure required achieving the product requirements are identified, provided and maintained in good safe conditions: Infrastructure Includes: a) Necessary buildings, workspace with associated utilities are provided as per the plan
layout. b) All departments are equipped with necessary process equipment such as machinery,
tools measuring instruments etc. including software support as necessary. Machines and equipment are properly maintained in good and safe working conditions by Plant Maintenance Department by performing Planned and Preventive Maintenance and routine checks.
c) Supporting facilities such as computer system and networking, telephone, fax, email, Internet etc. are provided.
d) Material handling equipment such as cranes, forklift etc. is provided. e) Applicable National and International standards, specifications for reference.
6.4 Work Environment:
The Management of the Organization, taking into consideration motivation, satisfaction, and performance of staff, has provided suitable working environment and supporting facilities. These facilities are: a) Adequate office facilities with computers and network system with all office automation
equipment. b) Adequate personnel protective equipment is provided in the respective areas with
appropriate training on usage. c) The workshop facilities are provided with adequate lighting and suitable equipment. In
critical areas, humidity and temperature levels are maintained. d) Accommodation, canteen and drinking water are provided. e) Workplaces are maintained with clean and hygienic atmosphere. Proper ventilation and
waste extraction system. f) Proper storage facilities for raw material and finished goods.
Note: the term “work environment” relates to those conditions under which work is performed including physical environment and other factors (such as noise, temperature, and humidity, lighting or weather).
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A Quality Manual Rev No. 00
Standard : ISO 9001:2008 Section: 7 Date: 01/11/2011
7. Product Realization: 7.1 Planning of Product Realization: The Organization has planned and developed the processes needed for product realization. Planning of product realization is consistent with the requirements of the other processes of the Quality Management system. a) Quality Objectives are defined and established at functional levels. Quality Department shall
determine the Quality requirements of the customer as per working procedures QSP 11 and prepares the Quality Plan as per the Quality Manual Clause 5.4.2. Operations and Quality Departments shall follow the Quality Plan in the Product Realization process.
b) All processes specific to the products are documented and established provided with necessary resources.
c) Quality Department shall follow the Quality Plan and QSP 11 to carry out the verification, validation, monitor measurement, inspection and test activities specific to the Product and the criteria for product conformance.
d) Quality Records are maintained at appropriate stages to evidence the product realization process and to ensure that resulting products meet the requirements (QSP 18).
7.2 Customer Related Processes:
7.2.1 Determination of Requirements Related to the Product: a) Customer requirements such as technical details related to the product finance payment
terms are determined by Organization (QSP 04). b) Product requirements that are not specified by the customer but necessary for specified
or intended use such as stability against any structural failure resulting from inadequate design, defective materials or workmanship.
c) Statutory and regulatory requirements applicable to the product if any, as per the applicable international standards and government regulations, specified and verified in the design and development stage.
d) Any additional requirements as considered necessary by the Organization during detailing and materials production, in accordance with International standard EN 14509/EN 13165.
7.2.2 Review of Requirements Related to the Products: a) Sales Engineer review customer requirements and estimate the price and prepare the
quote. b) For any standard requirements Sales Engineer consult Order Management based on
Operations Manager guidelines, Sales prepare the quote & submit to customer. c) A quotation shall be prepared and submitted to the customer in accordance with the
customer’s requirements and specifications. Sales engineer shall clearly mention all non-standard specifications in the contract proposal.
d) After a contract is signed, Sales send all detailing to order management for the further processing.
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e) Records of Amendments: The Sales Office in conjunction with Order Management & Detailing Department shall evaluate and maintain a record of all amendments to a contact related to Detailing, Operations, and Quality requirements.
f) Records of Review: Sales Engineer shall maintain a record of comments, revisions, omissions, or additions to the contact requirements agreed with a customer.
7.2.3 Customer Communication: Sales Engineer are responsible for all types of communication with customer in relation to: a) Product information. b) Enquires, contract or order handling, including amendments. c) Customer feedback including customer complaints. d) Customer complaints are forwarded to Head Office for necessary corrective and
preventive actions.
7.3 Design and Development: Design and Development activities is not done at BCOMS, therefore it is excluded from the manual. All the input parameters i.e. length of panel, thickness of the panel, thickness of the skins etc. are provided by the customer himself. So designing activity is not needed to be done at all here in organization.
7.4 Purchasing Process: 7.4.1.1 Responsibility: The Purchasing Department is responsible for procuring all material and services in accordance with the Purchase Requisition issued by the requisitioner of the Organization. Necessary controls are applied on the Purchasing Process to ensure that specified purchase requirements are met. 7.4.1.2 Evaluation of Supplier The selection and evaluation of a new supplier shall be as per QSP 8. A list of approved supplier shall be available online in the ERP Purchasing Module. Based on Suppliers performance and inspection reports, supplier’s capability is evaluated and reviewed from time to time as necessary. 7.4.3. Verification of Purchased Product: All purchased raw materials received at the Organization are inspected/ tested before disposition by QC Inspector of Quality Department in accordance with the specification of Purchase Order and per approved ITP. An inspection acceptance report shall be issued to the Purchasing, Material and Finance Departments through E-mails. Non-conforming materials are placed on hold until disposition is evolved. When specified in the purchase order, the organization shall arrange for the product to be inspected at the Vendor’s premises by a representative of the customer prior to shipment.
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A Quality Manual Rev No. 00
Standard : ISO 9001:2008 Section: 7 Date: 01/11/2011
7.5 Production and Service Provision: 7.5.1. Control of Production and Service Provision:
a) The Organization has established a system in which all the Operations. Inspection and Plant Maintenance activities are performed in accordance with the approved written procedures.
b) Work Instructions/ Job Descriptions for the individuals and machines affecting quality are well defined, communicated and kept available in the department.
c) Control of processes such as receipt/ issuance of raw materials, materials preparation, meter setting in accordance with the approved written procedures.
d) Order Management shall provide all the product information specification and customer procedures. (If any).
e) Suitable monitoring and measuring equipment are made available for the inspection at various stages mentioned in Inspection and Test Plan (ITP).
f) Preventive as well as corrective maintenance work shall be performed on all machines affecting product quality, and records maintained in the Plant Maintenance section.
g) Calibration records for all machines affecting quality are available with Plant Maintenance Department, and Calibration records for all inspection/ testing instruments are available with Quality Department.
h) Quality Department shall ensure all the inspection, witness testing, monitoring, verification and hold points are as per Quality Plan and shall coordinate with third party inspectors/ customer inspectors if stated in the contract.
i) After sales service is not applicable to the product. However, any defective or damaged components shall be replaced under the conditions of the warranty and standard terms and conditions of sales.
7.5.2. Validation of Processes for Production and Service Provision:
a) Approval and maintenance of equipment is carried out by Plant Maintenance Department.
b) Quality Department shall ensure that all process requirements meet with customer requirements to achieve the quality standards. All inspection / testing before during and at final stages are carried out by the Quality Department as per approved Quality Plan.
c) The out parameters of overall thermal conductivity (U-Value), thermal resistance (R-Value) & Flammability could not be verified by subsequent measuring & monitoring. So BCOMS sends samples it to third party for testing & validating the output parameters. Process parameters shall be recorded of sent samples.
d) Flammability test is conducted on the annual basis & U-Value & R-Value tests are conducted quarterly.
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A Quality Manual Rev No. 00
Standard : ISO 9001:2008 Section: 7 Date: 01/11/2011
7.5.3. Identification and Traceability: Appropriate Identification and Traceability is maintained for products at all stages of the product realization process, starting from the raw material to finished product. The Organization has established (QSP 10) for Identification and Traceability. The inspection and test status of the product at all stages is maintained to demonstrate product realization.
a) All raw materials received as per Purchase Order shall be with the Mill Test Certificate (MTC) against the Mill Identification on the materials. Reviewed and accepted MTC’s shall be maintained by Quality Department. Mill identification is retained until the loading of the material on machine. The inspection and test status on accepted incoming Raw Materials is identified with the release of inspection report by QC Inspector.
b) In case a non-conformance is observed during the operations process, a ‘Hold’ sticker shall be pasted on the component to identify the need for appropriate corrective action. Non-Conformance Report (NCR) shall be raised for record and analysis purposed.
c) Chemicals shall be received as per purchase order along with CAO. Batch number & chemical name se verified & accepted by QC inspector. These documents shall be maintained by quality department.
7.5.4. Customer Property - Excluded: Only drawings are supplied by customer who is regarded as a customer property. Drawing: The detailing checker shall receive the approved production drawings from the customer through sales department & maintain it with latest revision clearly updated.
7.5.5. Preservation of Product: Prevention of Damage, Deterioration or Loss: The Organization has established and maintains properly planned methods of identification, handling, packing, storage and protection of product at all stages of internal processing until delivery to the intended destination in order to maintain conformity to job requirements.
a) Handling: Products shall be handled by trained operators using, forklift, side loaders and truck.
b) Storage: Products shall be stored in designated staging areas. Protection during storage shall be ensured. Goods shall bear permanent identification marks. Care shall be taken to protect finished surfaces. Approved repair procedures shall be followed to rectify accidental handling damage.
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A Quality Manual Rev No. 00
Standard : ISO 9001:2008 Section: 7 Date: 01/11/2011
c) Packaging & Delivery: Sandwich Panels bundles are prepared and shrink wrapped with appropriate wood crating care is taken in loading the bundles to ensure that handling and transit damage is avoided.
d) Preservation: Finished goods are shrinking wrapped to protect from damage during yard storage transit site storage.
7.6 Control of Monitoring and Measuring Equipment: 7.6.1. General:
a) The Quality Department is responsible for determining the calibration requirements for measuring and testing equipment. It is controlled as per quality System Procedure QSP 13.
b) Calibrated instruments shall be labeled with the date of last calibration and next due
date for calibration, Instruments shall be checked at prescribed intervals to ensure that inspection, and test equipment remain within the calibration tolerance.
c) Users of equipment shall be trained to detect adverse trend in measurement results.
7.6.2. Control Procedure: a) Frequency of calibration of individual equipment shall be established depending on the
usage and importance. It shall be followed as per Quality System Procedure QSP 13. b) All calibration shall be carried out with reference to a standard, traceable to a national
or an international standard as applicable. d) All reference test equipment shall be stored and handled properly to preserve the
fitness and accuracy. e) Equipment fond out of calibration shall be treated as “Non-Conforming Equipment” and
shall be removed from the inspection area immediately. f) Equipment found to be out of calibration at the time of calibration or inspection shall be
withdrawn from service. Quality Department shall review the measurement results. The validity of the previous results shall be assessed and Quality Department shall process Non-Conformance Report (NCR) on the products that have been inspected by the out of tolerance equipment device.
g) Record of the calibration and deficiencies in measuring and testing equipment shall be kept with Quality Department. Maintenance status of the machines and equipment which is used in production shall be maintained by Plant Maintenance Department. Maintenance schedule shall govern the amount and frequency of work carried out on each equipment.
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A Quality Manual Rev No. 00
Standard : ISO 9001:2008 Section: 8 Date: 01/11/2011
8. Measurement Analysis and Improvement: 8.1 General: The Organization has developed and implemented a system for the monitoring, measuring, analysis and improvement of the system to ensure the conformity to product requirements as per:
a) Inspection & Testing Program, QC shall perform inspection and testing activities at all stages of production process. Inspection reports shall be maintained, periodic internal audits shall be conducted to verify the effectiveness of the Quality Management System.
b) Wherever applicable Statistical Techniques shall be implemented to analyze process and product conformity.
c) Quality Manager or his representative shall present these analysis reports, in the Management Review Meeting for discussion and improvement in Quality Management system.
8.2 Monitoring and Improvement: For measuring the effective performance and for improvement of the Quality Management System, it is beneficial to the Organization to obtain customer feedback. This enables improvements to be made to increase customer satisfaction. Customer Feedback shall be in any form such as written communication, Questionnaire, Email, Fax or Verbal Communication by telephone or meeting. Apart from the Customer Claim Information report, the Organization has implemented a system of recording Customer Feedback about the products and systems as well as lost jobs are being analyzed. a) Customer feedback forms are sent to customer by Order Management Department
upon completion of delivery. b) The questionnaire is relevant to Sales, Quality of the Product Timely Delivery, fit during
Erection, and finished appearance. c) Analysis of Customer feedback shall be carried out by Order Management. Note: Monitoring customer perception can include obtaining input from sources such as customer satisfaction surveys, customer data on delivered product quality, user option surveys, lost business analysis, compliments, warranty claims and dealer reports.
8.2.1 Customer Satisfaction: For measuring the effective performance and for improvement of the Quality Management
system, it is useful to get the feedback from the customer about their satisfaction which in turn enables to produce Quality products, in agreed time schedule.
Apart from the Customer Claim information report, BCOMS has implemented a new system of recording Customer Comments about our system and the product. a) A customer Feedback form can be received from the customer by the OM dept. through
sales department at the end of each job. b) The comments could be about the Quality of the product, timely delivery and about our
Quality Management system. c) Feedback reports obtained from customer shall be forwarded to QA for Analysis
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A Quality Manual Rev No. 00
Standard : ISO 9001:2008 Section: 8 Date: 01/11/2011
8.2.2 Internal Audit: Internal Audit shall be conducted at planned intervals to ensure that the Organization Quality Management system is:
a. Conforming to the planned arrangements, to the requirements of ISO 9001:2008 international Standard and to the Quality Management system requirements and
b. Effective Implemented and maintained. The audit program shall be planned and scheduled by the QMR covering all functional departments. Criteria, scope and frequency shall be mentioned in the schedule. MR shall selects independent and well trained auditors to ensure objectively and impartially of the audit process. Methods of audit with responsibilities for the planning conducting reporting taking necessary corrections and corrective actions follow up including verification of action taken, shall be carried out as per Quality System Procedure QSP 19. Internal Audit records shall be maintained by Quality Department and a copy shall send to auditee.
8.2.3 Monitoring and Measurement of Processes: Suitable statistical techniques have been implemented at the following stages for the continuous measurement and monitoring of processes.
a) Internal Quality Audit Result. b) Customer Complaints.
The quality control department to ensure the quality of product in defined parameters performs regular planned check. Whenever any deviation is observed, Production Department is informed to take necessary correction and corrective actions, as appropriate.
8.2.4 Monitoring and Measurement of Product: At all stages of production, the product characteristics are monitored and measured to ensure that product requirements have been met. This is carried out against specifications. Tolerance, Quality Plan and Documentation Procedures as applicable. No product shall proceed to further stage of process or for shipment until the planned verification has been satisfactorily completed, unless otherwise approved by General Manager or his nominated substitute in his absence. When specified in contract, customer inspection plan shall be drawn and product is released only upon completion of customer inspection at specified stages. Evidence of conformity with the acceptance criteria shall be maintained (QSP 11).
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A Quality Manual Rev No. 00
Standard : ISO 9001:2008 Section: 8 Date: 01/11/2011
a) Product which is inspected and found non-conforming to the requirements shall be
reported in the Non-Conformance Report (NCR). Appropriate correction and corrective actions shall be taken.
b) Product which is inspected and found conforming to the requirements shall be reported in the inspected in the form.
c) Inspection reports, NCRs, Mill Test Certificates shall be filled properly to have easy traceability and for preparation of final inspection dossier. Original copy of dossier shall be submitted to customer through Order Management, if required.
8.3 Control of Non-conforming Products.
Product that does not meet the requirements are identified and controlled to prevent its unintended use or delivery. Non-Conforming products are identified, non-conformance documented and disposition recorded. Daily Non-Conformance Report (NCR) of non-conformance products shall be forwarded to Operations. Details of control of non-conforming products with related responsibilities and authorities are detailed in (QSP 14). Repaired or reworked products shall be re-inspected/ re-tested to ensure conformity to the requirements. Any non-conformance detected after delivery to the customer shall be investigated and appropriate actions taken on the effects or potential effects to replace/ rework the defective product, if necessary.
8.4 Analysis of Data: Data is collected by Quality Department at defined stages and analyzed to demonstrate the suitable and effectiveness of the Quality Management System and to evaluate the areas for continual improvement. The following statistical analysis is effectively carried out and reported in the Management Review Meeting for continual improvement.
a) Analysis of Quality Audits: as per summary of internal audit report. b) Analysis of non-conformities of product and system – detailed in Quality System
Procedure QSP 21. c) Analysis of site claims or product non-conformities at site – detailed in Quality system
Procedure QSP 16. d) Analysis of customer feedback QSP 22. e) Analysis of measure quality objectives as per Annex-J.
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A Quality Manual Rev No. 00
Standard : ISO 9001:2008 Section: 8 Date: 01/11/2011
8.5 Improvement: 8.5.1 Continual Improvement: Organization shall continually improve the effectiveness of its Quality Management System by reviewing the Quality Policy and Quality Objectives. Audit results shall be analyzed to draw suitable corrective and preventive actions. The result of data analysis as explained in section 8.4 of this Quality Manual that shall be used to measure the continual improvement and to take corrective and preventive actions as applicable. All these shall be reviewed in the Management Review Meeting to verify the effectiveness of Quality Management System. 8.5.2 Corrective Action: Corrective Action shall be taken to eliminate the causes of non-conformities to prevent the recurrence. The Priority of corrective action depends on the severity of the impact of non-conformities due to process, work operations, deviation from the standard, defective components, customer complains etc. Management shall periodically review effectiveness of all the QA Analysis reports and corrective and preventive actions taken as stated in Quality Manual section 8.4. After reviewing, any corrective or preventive action is suggested shall be documented. The Organization has established a documented Quality System Procedure QSP 15 for effective implementation of Corrective and Preventive Actions. 8.5.3 Preventive Action: The Organization shall determine and implement necessary preventive actions to eliminate the causes of potential non-conformities in order to prevent their reoccurrence. Management shall follow similar procedure as stated in Quality Manual section 8.5.2 for any preventive action.
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