ISO Quality Manual v0.7

8/13/2019 ISO Quality Manual v0.7

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QUALITY MANUAL

Date Created: 11/08/2009 Author: YHGfLRevision Date: 03/11/2009 Version: 0.7

YHGfL Foundation

Quality Manual

Version 0.7


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1. INTRODUCTION 4

2. THE ISSUE STATUS 5

3. OVERVIEW OF THE YHGFL FOUNDATION 6

4. THE

QUALITY

POLICY

8

5. THE SCOPE OF REGISTRATION 9

5.1 EXCLUSIONS 9

6. OUR QUALITY OBJECTIVES 10

7. MANAGEMENT RESPONSIBILITY 11

8. RESOURCES 13

9. PRODUCT REALISATION 16 9.1 P LANNING OF P RODUCT REALISATION 16

9.2 ACTIVITIES / P ROJECTS 16

9.3 VERSION CONTROL 16

L D 9.4 P ROJECT IFESPAN OCUMENT 16

9.4.1 PROJECT LIFECYCLE DOCUMENT 17

9.5 INNOVATION FUND P ROCEDURE 17

9.6 INNOVATION FUND AGREEMENT 17

9.7 P ROJECT INITIATION DOCUMENT 18

9.8 NEW PROJECT FOLDER STRUCTURE 18

10. MEASUREMENT, ANALYSIS AND IMPROVEMENT 19

10.1 CUSTOMER S ATISFACTION 19

10.2 P ERFORMANCE

REVIEW

19


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10.3 INTERNAL AUDITS 20

10.4 EXAMPLE AUDIT REPORT 21

A10.5 CORRECTIVE CTION 22

C P10.5.1 CHANGE ONTROL ROCEDURE 22

10.5.2 COMPLAINTS PROCEDURE 22

10.6 P REVENTATIVE ACTION 22

10.6.1 VIRUS OUTBREAK POLICY 22

10.6.2 FINANCIAL PROCEDURES 23

L 10.7 P ROCEDURES OG 23

10.7.1 CONTROL OF RECORDS 23

C10.7.2 DOCUMENT ONTROL 23

10.7.3 PREVENTATIVE /C ORRECTIVE ACTION 24

10.7.4 CONTROL OF NONCONFORMING PRODUCT 24

11. APPENDICES 25

APPENDIX 1: YHGFL ORGANISATION CHART , SEPTEMBER 2009 25

APPENDIX 2: LIST OF INTERNALLY CONTROLLED DOCUMENTS INC. P OLICIES & P ROCEDURES 26

APPENDIX 3: LIST OF COMPANY CONTROLLED DOCUMENTS 27


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1. IntroductionThis document is the Quality Manual (QM) of YHGfL Foundation . It is the propertyof YHGfL Foundation and is a controlled document.

The purpose of the QM is to provide an overview of the company, the activities itcarries out and the quality standards of operation it conforms to. It is not designedto act as a procedures manual, although it does carry information about whereprocedures information is located and the detailed information on DocumentationRequirements for essential procedures e.g. document control, control of records,control of non-conforming product; internal audit and corrective/preventative action(please see Procedures Log).


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2. The Issue StatusThe version number at the footer of this document indicates the issue status. Itidentifies the issue status of this Quality Manual.

When any part of this Quality Manual is amended, a record is made in the Amendment Log shown below.

The Quality Manual can then be fully revised and re-issued at the discretion of theManagement Team.

Please note that this Quality Manual is only valid on the day of printing.

Issue Amendment & Date Initials


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3. Overview of the YHGfL FoundationYHGfL Foundation came into existence in November 2002. It was originally taskedwith managing the provision of a private, safe broadband network for educationalestablishments across the Yorkshire and Humber region.

With the network in place, the direction of the Company changed in 2007 to look atprovision of a range of eLearning services across the network designed to enhancethe provision already in place. It is our intention to become a regional centre ofexcellence and innovation in elearning, and our key objectives now reflect thatambition. Those objectives are:

Work in partnership with Consortium local authorities to identify, develop,implement and support innovative and effective elearning across our region

Support and promote the development of innovative and effective elearningresources and services to be shared across the region and, whereappropriate, nationally

Ensure that all Consortium authorities benefit from the Foundations work

Develop the organisation and our people in order to better serve the needs oflearners in our region

Work continues to develop new initiatives alongside the core provision of theCompany.

Under the Chief Executive, YHGfL Foundation operates across four distinct areas:eLearning, Support, Technical and Operations.

The eLearning team is responsible for supporting the regions teachers and learners

through the provision of resources, services and activities which have the aim ofembedding the effective and innovative use of ICT in teaching and learning

The Support team is responsible for supporting the technical needs of theorganisation and in supporting local authority helpdesks in the region on mattersrelating to the regional grid.

The Technical team is responsible for supporting the organisation and localauthorities in the region in development work relating to both the regional grid andany development necessary in the work of the other areas of the organisation.


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The Operations teams remit is right across the whole Company and covers HR,Finance, Event management/ & support, secretarial support, legal liaison(contracts/premises etc) and project management. Operations has input across allareas of the Company.


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4. The Quality PolicyIt is the policy of YHGfL Foundation to maintain a quality system designed to meetthe requirements of EN ISO 9001:2008 in pursuit of its primary objectives.

The Companys Quality Manual defines our quality objectives and key procedures.

Customer Service is an essential part of the quality process and to ensure this isfulfilled, all employees receive training to ensure awareness and understanding ofquality and its impact on customer service.

To ensure the Company maintains its awareness for continuous improvement, thequality system is regularly reviewed and is subject to annual audit.

The requirements of the Companys quality system are mandatory and all Companypersonnel have a responsibility and obligation to it.

Phil Moore

Chief Executive

For YHGfL Foundation


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5. The Scope of Registration Provision of educational and ISP services to schools via Local Authorities. Development of innovative eLearning solutions.

5.1 ExclusionsClause 7.6 (Testing & Calibration) has been excluded


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6. Our Quality ObjectivesWe aim to provide a professional and ethical service to our clients. In order todemonstrate our intentions, we have identified the following Quality Objectives.

We are committed to delivering our services on time, to specification and to

the price quoted

We are committed to making a profitable return on our activities in order to

fuel ongoing research, development and growth

We will conduct our business in an ethical and professional manner

Should we make a mistake, we will resolve the issue as soon as possible

We will be adaptable to reasonable requests for changes from the client


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7. Management Responsibili tyThe management and staffing structure of YHGfL Foundation Ltd is shown as anorganisation chart (see Appendix). The chart shows functional relationships andresponsibilities.

YHGfL Management ensures:

that the ongoing activities of YHGfL Foundation are reviewed regularly and

that any required corrective action is adequately implemented and reviewedto establish an effective preventative process.

that internal audits are conducted regularly to review progress and assist inthe improvement of processes and procedures.

measurement of our performance against our declared Quality Objectives.

that employees have the necessary training, specifications and equipment toeffectively carry out the work.

That customer feedback is reviewed.

Management review meetings are held quarterly and the minutes are taken. Inaddition to these meetings, bi-monthly team meetings are held.

We have designated Stephanie Hancock as our Management Representative whois responsible for the maintenance, measurement and review of our QualityManagement System.


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All levels of personnel are committed to providing a high quality service to ourcustomers and have a shared responsibility for non-conforming products andcorrective/preventative actions.

There is a timetable of group meetings, which are strategically designed to ensuregood communication across the organisation. The structure is described in the tablebelow:

Meeting Frequency Attendees Recorded?

SMT Monthly SMT Yes

Team Meeting Bi-monthly All staff No

ETS meeting Monthly eLearning andtechnicalrepresentatives

Yes

Termly review meetings Termly SMT

LA colleagues asappropriate

Yes

One to ones Monthly Manager andindividuals

Yes

We also hold regular meetings with our clients during the life of a project, and theseare always documented.


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8. ResourcesOur staff structure is shown in Appendix 1 as a chart. All staff receive contracts ofemployment from our Chief Finance Officer.

YHGfL has recently implemented a Competency Based Appraisal System. As partof this system, staff and their managers identify training needs, which the Companybelieves is a vital element of staff development. We create an annual training planfor the Company to help estimate costs, timings etc and to ensure that opportunitiesfor training are applied fairly across the organisation.

A copy of the Training Requirements and YHGfL Training Agreements can be foundat the following location:

YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies &Procedures/ISO 9001 Controlled Document Store/YHGfL Training

Agreement

A copy of the Appraisal Process document and a sample PRD form can be found atthe following location.

YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies &Procedures/ISO 9001 Controlled Document Store/YHGfL AppraisalProcess

In addition we intend to implement evaluation of all formal training by eachparticipant. The purpose of this will be to monitor and evaluate the value of eachcourse to the individual and the Company as a whole. Evaluation forms will becompleted by the individual participant and will be filed by the Head of Operationson each Personnel file.

All our employees receive training on Health and Safety issues and we have trainedand qualified First Aiders. We have a number of team members who are ITILaccredited and this Customer Service ethos is deployed and cascaded throughoutthe organisation.

Our Human Resources are recruited, in general, within one of our four areas of

business eLearning, Support, Technical or Operations. Depending upon the area


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of business, staff receive training specific to their departmental needs. This rangesfrom (but not exclusively) general/specific Technical to project management (PrinceII) to eSafety training.


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All of our administration is conducted at the following address:

YHGfL Foundation

Normanby Gateway

Normanby Enterprise Park

Lysaghts Way

Scunthorpe DN15 9YG

This includes:- Management of financial matters

Handling of client orders

Personnel records

Provision of support

Development of services

To enable us to conduct our business, we use a number of software programs, thedata from which is backed up on a regular basis throughout the day. We also have asoftware system to enable our Support Centre to operate which an external supplierunder a Service Level Agreement hosts off site.

We have an environmental policy, which assists in the daily management of anddisposal of waste materials in line with current legislation.


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9. Product Realisation

9.1 Planning of Product RealisationYHGfL Foundation is responsible for both the planning and delivery of its services.We work closely with our clients and colleagues to specify their requirements andhave a comprehensive product realisation process on which all of our client relatedprocedures are based.

The process below details the core method of dealing with activities and projects ofthe Foundation.

9.2 Activities / ProjectsYHGfL has a number of activities and projects that it undertakes as part of its day

job (supplying services to clients) and as a direct request from client groups.

To monitor and manage these activities, we have developed a number of processes,which are detailed below:

9.3 Version ControlFor a full explanation of the YHGfL versioning policy, see the document YHGfLVersion Control.pdf located here:

YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies &Procedures/ISO 9001 Controlled Document Store/YHGfL VersionControl

In short, key files will be stored across two folders: Currently Approved Version &Versions Folder. The versions folder will hold all versions of the file, named asDocument vx.x (see Version Control Policy for more details). The most current, orapproved version will be stored as a PDF in the Current Approved Version folder.

9.4 Project Lif espan DocumentThe latest approved version of the Project Lifespan document is located here:

YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies &Procedures/ISO 9001 Controlled Document Store/YHGfL Project


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Lifespan

This document details how a project or activity, undertaken by the YHGfLFoundation, will be controlled from beginning to end.

9.4.1 Project Lifecycle DocumentThe Project Lifespan document refers to a document called the Project Lifecycle.The Project Lifecycle is a simple document, which is to be completed at the outset ofa project or activity undertaken by the YHGfL. This document is to be completed bythe Project Manager and the Department head(s) associated with the project.

This document will provide enough detail for the reader to be able to understand keyproject information at a glance.

The Project Lifecycle Document can be found here:

YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies &Procedures/ISO 9001 Controlled Document Store/YHGfL Project

Lifespan/Associated Documents/Project Lifecycle Document/

9.5 Innovation Fund ProcedureThe latest approved version of the Innovation Fund Procedure will always be locatedhere:

YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies &Procedures/ISO 9001 Controlled Document Store/YHGfL Innovation

Fund Procedure

9.6 Innovation Fund AgreementThe latest approved version of the Innovation Fund Agreement will always belocated here:

YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies &Procedures/ISO 9001 Controlled Document Store/YHGfL Innovation


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Fund Procedure/Associated Documents/YHGfL Innovation Fund Agreement/

9.7 Project Initiation DocumentThe latest approved version of the Project Initiation Document will always be locatedhere:

YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies &Procedures/ISO 9001 Controlled Document Store/YHGfL ProjectLifespan/Associated Documents/Project Initiation Document/

9.8 New project fo lder structure As well as the above documents, which will always be versioned, a skeleton folderstructure for creating new projects can be found here:

YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies &Procedures/ISO 9001 Controlled Document Store/YHGfL ProjectLifespan/Associated Documents/New projects folder structure/

This template contains most files required for a project and provides a uniform folderstructure for housing documents such as the PID etc which are found in relevantother places noted above.

This folder structure isnt strictly versioned, but may evolve as required. It requiresthe user to decide which of the documents are needed for a particular project anddelete the ones not required. The only mandatory document is the Project LifecycleDocument.


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Service Level Agreements. This information is also monitored against eachdepartments three-year plan.

The Senior Management Team (SMT) is also tracked on a monthly basis against theCompany Three Year Plan.

10.3 Internal Audit sInternal audits are carried out regularly as part of our reporting process.

Our internal audit process is as follows:

Internal audit subject identified Documentation etc to be audited is specified on Internal Audit Report The Audit is conducted and closed if no actions are required. A report is

produced. If any action is required, a re-audit is done to check that the action was

effective

The audit report is then completed and signed by the Internal Auditor Management review Internal Audit Reports at quarterly meetings

The Internal Audit Schedule is agreed and implemented by the Senior ManagementTeam (SMT). This process is reviewed on an annual basis by our ISO9001:2008accrediting body.


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10.4 Example Audit Report

INTERNAL AUDIT REPORT Version 1

Date : / /

Audi t : Open Closed

Area or Procedure to be Au di ted : ........................................................ ......................................................

Audi tor : ........................................................................................................................................................

Documentation Reference: ........................................................................................................................

PART A: OBSERVATIONS...................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................

PART B: ANY DISCREPANCY IDENTIFIED

.......................................................................................................................................................

.......................................................................................................................................................

.......................................................................................................................................................

.......................................................................................................................................................

PART C: PROPOSED CORRECTIVE ACTION

.......................................................................................................................................................

.......................................................................................................................................................

.......................................................................................................................................................

.......................................................................................................................................................

CORRECTIVE ACTION VERIFIED AS EFFECTIVE : Yes No

SIGNED (AUDITOR): ........................................................ DATE COMPLETED : / /



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10.5 Corrective Action

10.5.1 Change Control ProcedureThis document provides guidance to our internal team on the correct use of thechange control process within YHGfL for system changes. This process isimplemented when a Change Request is received from a customer. The purpose ofchange control is to allow changes to be made to the live environment in acontrolled manner, with minimum disruption to the live services. This is achieved bycareful, timely planning, communicating with all relevant parties, assessing risks andcreating appropriate tactics to minimise them and following agreed procedures.Changes should be registered as soon as the change owner knows it is going tohappen. This will allow preparation of a forward schedule of change and addressany conflicts of resources or timing.

A copy of this procedure can be found at the following location:

YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies &Procedures/ISO 9001 Controlled Document Store/YHGfL ChangeControl Procedure/

10.5.2 Complaints ProcedureThe Complaints procedure is designed to deal with complaints from our customersin an effective and appropriate manner.

A copy of this document can be found at the following location:

YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies &Procedures/ISO 9001 Controlled Document Store/YHGfL ComplaintsProcedure/

10.6 Preventative Action

10.6.1 Virus Outbreak PolicyThis Virus Outbreak Policy applies to all systems in the schools and LAs who haveaccess to the YHGfL Network backbone for Internet and E-Mail services as well asconnections for Ja.NET: Calderdale, Doncaster, East Riding, Hull, Kirklees, North


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East Lincolnshire, North Lincolnshire, North Yorkshire, Rotherham, Sheffield andWakefield hereafter referred to as the organisations.


YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies &Procedures/ISO 9001 Controlled Document Store/YHGfL VirusOutbreak Policy/

10.6.2 Financial ProceduresThis document contains information for all members of staff with regard to FinancialProcedures. All staff are required to read the document and sign a copy of a letter toconfirm that they have done so.


YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies &Procedures/ISO 9001 Controlled Document Store/YHGfL FinancialProcedures/

10.7 Procedures Log

10.7.1 Control of RecordsFinancial information is retained for the legally required period.

Personnel records are held both electronically and in hardcopy in a secure fashion.Only the Chief Executive, Chief Finance Officer and Head of Operations haveaccess to these files. Staff wishing to view their own personnel records can do so bymaking a request to the Head of Operations.

10.7.2 Document ControlWhere necessary, documents are controlled by a coding system (e.g. PurchaseOrders, Invoice Authorisations, Contracts)


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10.7.3 Preventative/Corrective Action A number of policies and procedures are applied and adhered to across theCompany. A list of where these policies and procedures can be found is given at

Appendix 2.

10.7.4 Contro l of Non-Conforming ProductProject documentation is stored in a central repository in read-only format. TheProject Manager and Head of Operations have write access to this directory. Astructured approach to numbering of documentation has been implemented and iscontrolled by the Project Manager.


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Date Created: 11/08/2009 Author: YHGfL

11. Appendices

Appendix 1: YHGfL Organisation Char t, September 2009

Revision Date: 03/11/2009 Version: 0.7


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Appendix 2: List of Internally Controlled Documents inc. Policies &Procedures

All documents can be found in:

YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies &Procedures/ISO 9001 Controlled Document Store/

There will be a directory for each document listed in the Name field below. Withineach directory there will be a further three directories: Currently Approved Folder,Versions Folder and Associated Documents. The latest version will always belocated in the Currently Approved Folder and any associated documents, listed inthe Associated Documents column below, will be in the appropriate folder.

Name Associated DocumentsFinancial Procedures Purchase Orders How to

Invoice Authorisation How to Payment system

Induction policyStaff Handbook

Appraisals procedure YHGfL PRD formChange Control procedureVirus Outbreak PolicyProject Lifespan Process Project lifecycle document

New project folder structure templates

Document control procedureInnovation fund Procedure Innovation fund agreementComplaints procedure Complaints investigation formYHGfL 3 year Plan Overview 3 year plan Change Control document

eLearning workplan Support workplan Technical workplan Operations workplan


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Date Created: 11/08/2009 Author: YHGfLRevision Date: 03/11/2009 Version: 0 7

Appendix 3: List of Company Cont rol led Document s

Name Associated Documents Review DateMemorandum & Articles of

AssociationN/A

Financial Memorandum Every 5 yearsYHGfL Company Policies Anti Fraud and Corruption

Strategy and Policy Customer Care Policy Environmental Policy Equal Opportunities policy Health and Safety policy Procurement policy Risk Management Strategy Treasury Management

Policy Statement Corporate Governance Directors Interests