QUALITY MANUAL

FOX BROTHERS (LANCASHIRE) LTD

Effective Date: 17th April 2018
Version: 1.2
Revision Date: 17th March 2019
Next Review Date: 1st September 2021

Tel: 01253 893339 Fax: 01253 885459 E-mail: info@[Link] Web: [Link]
 CONTENTS
Foreword
Organisation profile
Quality Policy
Quality structure
1 Scope
2 Normative references
3 Terms and definitions
4 Context of the Organisation
4.1 Understanding the Organisation and its context
4.2 Understanding the needs and expectations of interested parties
4.3 Determining the scope of the Quality Management System
4.4 Quality Management System and its processes
5 Leadership
5.1 Leadership and commitment
5.1.1 General
5.1.2 Customer focus
5.2 Policy
5.2.1 Establishing the Quality Policy
5.2.2 Communicating the Quality Policy
5.3 Organisational roles, responsibilities and authorities
6 Planning
6.1 Actions to address risks and opportunities
6.2 Quality Objectives and planning to achieve them
6.3 Planning of changes
7 Support
7.1 Resources
7.1.1 General
7.1.2 People
7.1.3 Infrastructure
7.1.4 Environment for the operation of processes
7.1.5 Monitoring and measuring resources
7.1.6 Organisational knowledge
7.2 Competence
7.3 Awareness
7.4 Communication
7.5 Documented information
7.5.1 General
7.5.2 Creating and updating
7.5.3 Control of documented information
8 Operation
8.1 Operational planning and control
8.2 Requirements for products and services
8.2.1 Customer communication
8.2.2 Determining the requirements for products and services
8.2.3 Review of the requirements for products and services
8.2.4 Changes to requirements for products and services
8.3 Design and development of products and services
8.3.1 General
8.3.2 Design and development planning
8.3.3 Design and development inputs
 CONTENTS
(continued)

8 Operation
8.3.4 Design and development controls
8.3.5 Design and development outputs
8.3.6 Design and development changes
8.4 Control of externally provided processes, products and services
8.4.1 General
8.4.2 Type and extent of control
8.4.3 Information for external providers
8.5 Production and service provision
8.5.1 Control of production and service provision
8.5.2 Identification and traceability
8.5.3 Property belonging to customers or external providers
8.5.4 Preservation
8.5.5 Post-delivery activities
8.5.6 Control of changes
8.6 Release of products and services
8.7 Control of non-conforming outputs
9 Performance evaluation
9.1 Monitoring, measurement, analysis and evaluation
9.1.1 General
9.1.2 Customer satisfaction
9.1.3 Analysis and evaluation
9.2 Internal audit
9.3 Management review
9.3.1 General
9.3.2 Management review inputs
9.3.3 Management review outputs
10 Improvement
10.1 General
10.2 Non-conformity and corrective action
10.3 Continual improvement
 FOREWORD

This Quality Manual is the means by which Fox Brothers (Lancashire) Limited (the
‘Organisation’) satisfies the requirements of its customers, particularly with regard
to management responsibility.

The organisation is obliged to ensure that its Quality Policy is fully and completely
understood by its employees, and that its procedures are implemented and
maintained at all times. This Quality Manual is in accordance with the
requirements of BS EN ISO 9001 : 2015. All of the components of the Quality
Management System shall be periodically and systematically reviewed by both
internal and external Quality Audit procedures.

The assurance of quality is fundamental to all the work undertaken by the

Organisation. All personnel at every level in the Organisation’s structure shall practise
the procedures established.

The potential benefits to the organisation of implementing this Quality Management

System (QMS) are:

1. The ability to consistently provide products and services that meet customer and
applicable statutory and regulatory requirements
2. Facilitating opportunities to enhance customer satisfaction
3. Addressing risks and opportunities associated with its context and objectives
4. The ability to demonstrate conformity to specified Quality Management System
requirements.

The principles upon which this Quality Management System is based, as described in
ISO 9000 : 2015, are:

1. Customer focus
2. Leadership
3. Engagement of people
4. Process approach
5. Improvement
6. Evidence-based decision making
7. Relationship management.
 PROFILE

The Organisation was originally founded in Blackpool in the 1930’s. Fox Brothers
(Lancashire) Limited was established in 2010 and is still a family run business which supplies
plant, haulage and labour services to a wide range of customers.

The Organisation primarily operates with customers working within the recycling,
restoration and construction industries.

Clients include:

 NPL Estates
 Recycling Lives
 Hillhouse Construction
 Urban Regeneration Ltd
 Construction Partnership UK Ltd
 Clive Hurt Plant Hire Ltd
 QUALITY POLICY

Fox Brothers (Lancashire) Limited (the ‘Organisation’) aims to provide quality products and
services to its customers on time and within budget.

The Organisation operates a Quality Management System that has gained BS EN ISO 9001 : 2015
certification, including aspects specific to the provision of plant hire, plant sales, haulage and
labour.

The management is committed to:

1. Develop and improve the Quality Management System

2. Continually improve the effectiveness of the Quality Management System
3. The enhancement of customer satisfaction.

The management has a continuing commitment to:

1. Ensure that customer needs and expectations are determined and fulfilled with the aim of
achieving customer satisfaction
2. Communicate throughout the Organisation the importance of meeting customer needs and
all relevant statutory and regulatory requirements
3. Establish the Quality Policy and to set Quality Objectives at relevant functions, levels and processes
4. Ensure that the Management Reviews set and review the Quality Objectives, and report on
the internal audit results as a means of monitoring and measuring the processes and the
effectiveness of the Quality Management System
5. Ensure the availability of resources.

The structure of the Quality Management System is defined in this Quality Manual.

All personnel understand the requirements of this Quality Policy and abide with the contents of
the Quality Manual. The Organisation complies with all relevant statutory and regulatory
requirements. The Organisation constantly monitors its quality performance and implements
improvements when appropriate.

This Quality Policy is regularly reviewed in order to ensure its continuing suitability.

Copies of the Quality Policy are made available to all members of staff and to relevant
interested parties. Copies of the minutes of Management Reviews, or extracts thereof, are
provided to individual members of staff in accordance with their role and responsibilities as a
means of communicating the effectiveness of the Quality Management System.
 QUALITY STRUCTURE CHART

MANAGING DIRECTOR
Management Review
Staff Training
Purchasing
Control of Production and Service Provision
Control of Monitoring & Measurement Equipment
Monitoring & Measurement

PLANT & CONTRACTS HGV DRIVERS FITTER FINANCE & ADMIN

SUPERVISOR Quality Team Member Purchasing Quality Manager
Staff Training Management Review
Purchasing Internal Quality Audits
Monitoring & Measurement Non-conformance and Corrective
Action
Purchasing
Control of Documented
Information
Monitoring & Measurement
PLANT DRIVER
Quality Team Member

This chart establishes responsibilities and lines of internal communication within the Quality
Management System and does not necessarily portray other management structures.
 1 - SCOPE

The scope of the Organisation’s certification is defined within the Quality Policy and is
recorded on the ISO 9001 Certificate. As a minimum this Quality Manual addresses all
requirements for conformance with BS EN ISO 9001 : 2015 in pursuit of any activities falling
within the scope of its certification.

The defined scope of certification is:

The provision of haulage and labour.

This Quality Manual demonstrates the Organisation’s:

1. Ability to consistently provide products and services that meet customer and applicable
statutory and regulatory requirements
2. Ability to determine both the external and internal contexts in which it operates and shall
monitor and review the issues which arise
3. Aims to identify the needs and expectations of interested parties
4. Aims to enhance customer satisfaction through the effective application of the Quality
Management System, including processes for improvement of the System and the
assurance of conformity to customer and applicable statutory and regulatory
requirements.

Whenever any requirement(s) of this International Standard cannot be applied they are
deemed to be not applicable. The rationale for all such exclusions is clearly set out in this
Quality Manual.

Such inapplicability do not affect the Organisation’s ability, or responsibility, to provide

products and services that meet customer and applicable statutory and regulatory
requirements.
 2 - NORMATIVE REFERENCES

At the time that this Quality Manual was prepared the entire fundamentals and vocabulary
relating and applied to ISO 9001 : 2015 are set out in the document titled:

ISO 9000 : 2015, Quality Management Systems — Fundamentals and Vocabulary.

Parties to agreements based on ISO 9001 : 2015 are encouraged to adopt the amendments
contained in any subsequent editions of the International Standard that may be published.
Members of ISO and IEC maintain registers of currently valid International Standards.
 2 - TERMS AND DEFINITIONS

The International Organisation for Standardisation (ISO) has defined 138 terms for use in
Quality Management Systems and these can be found in ISO 9000 : 2015 - Quality
Management Systems — Fundamentals and Vocabulary. The following, however, may be
helpful:

A management system is a ‘set of interrelated or interacting elements of an organisation

to establish policies and objectives, and processes to achieve those objectives’.
An objective is a ‘result to be achieved’.

A product is the ‘the output of an organisation that can be produced without any
transaction taking place between the organisation and the customer’.

A service is the ‘the output of an organisation with at least one activity necessarily
performed between the organisation and the customer’.

A customer is a ‘person or organisation that could or does receive a product or a

service that is intended for or required by this person or organisation’.

A provider (alternatively known as a supplier) is an ‘organisation that provides a product

or service’.

A process is ‘a set of interrelated or interacting activities that use inputs to deliver an

intended result’. In simple terms, what you do to get something.

A procedure is ‘a specified way to carry out an activity or process’.

A document is ‘information and the medium on which it is contained’.

A record is a ‘document stating results achieved or providing evidence of activities

performed’.

Documented information is ‘information required to be controlled and maintained by an

organisation and the medium on which it is contained’.

Context of the organisation is a ‘combination of internal and external issues that can
have an effect on an organisation’s approach to developing and achieving its
objectives’.

Interested party is ‘a person or organisation that can affect, be affected by, or perceive
itself to be affected by a decision or activity’.
 3 - TERMS AND DEFINITIONS
(continued)

Improvement is ‘activity to enhance performance’.

Non-conformity is ‘non-fulfilment of a requirement’.

Corrective action is ‘action to eliminate the cause of a non-conformity and to prevent

recurrence’.

Preventive action is ‘action to eliminate the cause of a potential non-conformity or other

potential undesirable situation’.

Risk is the ‘effect of uncertainty’.

A Quality Plan is a ‘specification of the procedures and associated resources to be

applied when and by whom to a specific object’.

An Audit is a ‘systematic, independent and documented process for obtaining

objective evidence and evaluating it objectively to determine the extent to which the
audit criteria are fulfilled’. Quotation marks on this page denote direct quotations from
ISO 9000 : 2015.
 2 - CONTEXT OF THE ORGANISATION

4.1 Understanding the Organisation and its context

Summary of The Organisation is to determine both the external and internal contexts in
Requirements
which it operates and shall monitor and review the issues which arise.

STATEMENT/PROCEDURE
1. The Organisation’s external context has been evaluated and documented,
taking into account
such factors as:

1. The social and cultural environment

2. The political environment
3. The legal and regulatory environment
4. The market environment
5. The technological environment
6. The economic environment
7. The natural environment
8. The competitive environment
9. The geographical scope of each environment
10. Key drivers and trends.
 4 - CONTEXT OF THE ORGANISATION

4.1 Understanding the Organisation and its context (continued)

2. These may include some or all of the following aspects:

1. Contractual arrangements
2. Legislation, i.e. employment law, data protection, health & safety
requirements inc. LOLER 1998
3. Specific Regulations within your industry including AQAP Standards
4. Market competition
5. Overall economic climate in the UK
6. Environmental requirements affecting products and service including End of
Life
7. Technological advances within your industry
8. Standardisation and certification within the industry
9. Relationships with external interested parties, i.e. customers, suppliers
10. Perceptions/values of external interested parties
11. External inspections/audits
12. Competitors ceasing trading providing opportunity
13. Availability of raw materials
14. Availability of external providers.
3. The Organisation’s internal context, within which it seeks to achieve its
objectives, has been
evaluated and documented, taking into account such factors as:

1. Governance
2. Organisational structure, roles and accountabilities
3. Policies, objectives and the strategies that are in place to achieve them
4. Capabilities, in terms of resources and knowledge
5. Information systems, information flows and decision-making processes
6. Organisational culture
7. Standards, guidelines and models
8. Contractual relationships.
 4 - CONTEXT OF THE ORGANISATION

4.1 Understanding the Organisation and its context (continued)

4. These may include some or all the following aspects:

1. Structure and roles within the organisation

2. Availability of reliable, qualified and competent workforce
3. Stability of workforce including retention of staff
4. Staff training levels and assessment of competency
5. Effective Internal Communication
6. Governance, Policies, objectives
7. Resources
8. Knowledge
9. Decision making processes
10. Root cause analysis abilities
11. Improvement tools and abilities to apply
12. Co-operation of workforce
13. Business Continuity Considerations
14. The Organisation’s ISO 14001 Environmental Management System
15. The Organisation’s OHSAS 18001 Health & Safety Management System
16. The CPA Code of Practise
17. DVSA Operator’s License
18. The Environmental Agency Waste Carrier’s License.

5. The external and internal context is reviewed at least annually and the
documentation updated accordingly.
 4 - CONTEXT OF THE ORGANISATION

4.2 Understanding the needs and expectations of interested parties

Summary of The Organisation shall determine its relevant interested parties, along with
Requirements
their requirements with regard to the Quality Management System.

STATEMENT/PROCEDURE

1. The interested parties that are relevant to the Quality Management System
are defined as:

1. Customers, i.e. competitive pricing, reliability of service and value

added service
2. Employees, i.e. shared culture, workplace attitudes and employment
security
3. Providers, i.e. supply chain management and relationships
4. Management, i.e. communication and meetings
5. Shareholders, i.e. benefits of investment
6. Statutory and Regulatory bodies, i.e. compliance activity
7. Industry bodies, i.e. adhering to requirements set out by the industry
8. External Audit parties
9. Neighbouring businesses.
2. The significant requirements of these interested parties include:

1. The consistent provision of products and services which meet customer

requirements
2. The continual enhancement of customer satisfaction
3. A safe and pleasant working environment
4. Adherence to legal and regulatory requirements
 QUALITY MANUAL

4 - CONTEXT OF THE ORGANISATION

4.3 Determining the scope of the Quality Management System

Summary of The scope of the Quality Management System shall be determined and
Requirements
documented using:
a) The context of the Organisation
b) The requirements of relevant interested parties
c) The Organisation’s products and services.

STATEMENT/PROCEDURE

1. Taking into account the output from Sections 4.1 and 4.2 above, along with the
products and services offered by the Organisation, management ensures that
this Quality Manual includes:

1. The defined scope of the Quality Management System with any non-
applicable clauses identified and justified
2. Documented procedures or reference to them within other documents
3. A description of the interaction of processes.
2. Effective implementation of the Quality Management System is monitored on
an informal
basis, as part of the Organisation’s day-to-day operations.
3. The Managing Director deals with instances when the Quality Management
System is not correctly implemented.

4. Persistent breaches of the Quality Management System are dealt with in

accordance with the
Organisation’s disciplinary procedures.
5. Such breaches are taken into account when reviewing:

1. The overall operation of the Organisation’s Quality Management System

2. The Quality Manual, to ensure that it is up to date and accurately reflects
the working practices of the Organisation
3. Staff training requirements.
 4 - CONTEXT OF THE ORGANISATION

4.4 Quality Management System and its processes

4.4.1
Summary of The Organisation shall fully establish and operate a Quality Management
Requirements
System in accordance with the requirements of the International Standard,
including the determination of required processes and their application
throughout the Organisation.
4.4.2
Summary of The Organisation shall document its processes and maintain sufficient
Requirements
documented information to provide evidence that the processes and
associated operations are being carried out.

STATEMENT/PROCEDURE
1. As part of the implementation of this Quality Management System, the
Organisation has identified and documented in this Manual:

1. The processes needed for the Quality Management System

2. The sequence and interaction of these processes
3. The criteria and methods used to ensure the effective operation and
control of these processes, including responsibilities and authorities
4. The means to ensure the availability of the resources and the information
necessary to support the operation, monitoring and continual improvement
of these processes
5. The risks and opportunities as determined in accordance with the
requirements of Section 6.1
6. The processes used to measure where applicable, monitor and analyse
these processes and implement action necessary to achieve planned
results and monitor continual improvement.
 4 - CONTEXT OF THE ORGANISATION

4.4 Quality Management System and its processes (continued)

2. The Quality Management System is based on the following process model:

Note: Numbers in brackets refer to the clauses in the International

Standard.
3. As part of the Management Review process, the Organisation reviews the
Quality Management System and, when required, makes changes in order to
ensure that it continues to meet management requirements and market
conditions.
 5 - LEADERSHIP

5.1 Leadership and commitment

5.1.1 Leadership and commitment for the Quality Management System

Summary of Top management shall demonstrate its leadership and commitment with
Requirements
regard to the Quality Management System by:
a) Defining quality related responsibilities
b) Ensuring the implementation of the Quality Management System and its
integration into
the Organisation’s business processes
c) Ensuring that the customer’s quality requirements are reflected in the
products and services provided.
Clear evidence of top management’s commitment to the Quality
Management System,
including its development and improvement, must be made available.

STATEMENT/PROCEDURE
1. The Quality Policy includes a commitment from management to develop and
improve the Quality Management System by:

1. Communicating throughout the Organisation the importance of meeting

customers’
requirements
2. Communicating throughout the Organisation the importance of meeting
all relevant statutory and regulatory requirements
3. Establishing the Quality Policy and its Objectives
4. Promoting improvement
5. Conducting Management Reviews
6. Ensuring the availability of resources.
2. Management also commits to:

1. Promote the use of risk-based thinking

2. Ensure that the Quality Management System performs as intended
3. Support other relevant management roles with regard to their delegated
responsibilities.
 5 - LEADERSHIP

5.1 Leadership and commitment (continued)

5.1.2 Customer focus

Summary of Top management shall ensure that the Organisation:
Requirements
a) Understands and meets its customer and compliance requirements
b) Determines the risks and opportunities with regard to product and service
conformity, and customer satisfaction.
c) Focuses on continual improvement in customer satisfaction.

STATEMENT/PROCEDURE
1. Customer focus is ensured by the implementation of the contract review
processes set out in Section 8.2.2 (Determination of requirements for products
and services).
2. Feedback from customer monitoring as described in Section 9.1.2 of this Manual
is reviewed during Management Review.

3. The risks and opportunities that can affect conformity of products and services
and the ability to enhance customer satisfaction are determined and addressed
as part of Section 6.1.
 5 - LEADERSHIP

5.2 Policy

5.2.1 Establishing the Quality Policy

Summary of Top management is to create and implement a Quality Policy that:
Requirements
a) Takes into account the purpose and context of the Organisation
b) Supports the strategic direction of the Organisation
c) Provides a suitable framework for the setting of Quality Objectives
d) Commits top management to satisfy applicable requirements
e) Commits top management to continual improvement of the Quality
Management System.
5.2.2 Communicating the Quality Policy
Summary of The Quality Policy shall be:
Requirements
a) Documented and made available to all interested parties
b) Communicated, understood and implemented throughout the
Organisation.

STATEMENT/PROCEDURE
1. The Organisation’s Quality Policy is documented earlier in this Quality Manual
and fulfils the
requirements summarised above.
2. In order to provide evidence of the Organisation’s commitment to the Quality
Policy, it is regularly reviewed and any changes are approved as part of the
formal Management Review proceedings. These reviews and all approved
changes are recorded in the minutes of the Management Reviews.

3. Copies of the Quality Policy are made available to all members of staff. Copies
of the minutes of Management Reviews, or extracts thereof, are provided to
individual members of staff in accordance with their role and responsibilities as
a means of communicating the effectiveness of the Quality Management
System.
4. Copies of the Quality Policy are made available to relevant interested parties,
where considered appropriate to do so.
 5 - LEADERSHIP

5.3 Organisational roles, responsibilities and authorities

Summary of Top management shall ensure that the responsibilities and authorities for roles
Requirements
within the Quality Management System are defined and understood
throughout the Organisation.

STATEMENT/PROCEDURE
1. Responsibilities and authorities, together with the job titles of those responsible
for communicating them throughout the Organisation, are illustrated on the
Quality Structure Chart in this Manual.

2. The Managing Director ensures that, at all times, a nominated member of staff,
referred to in this Manual as the Quality Manager, has responsibility for:

1. Ensuring that the Quality Management System accurately reflects the

requirements of the International Standard
2. Ensuring that all processes deliver their intended results
3. Providing reports on the performance of the Quality Management System
and reporting opportunities for improvement back to Top Management
4. Prioritising customer focus
5. Evaluating and implementing planned changes to the Quality
Management System.
 6 - PLANNING

6 Planning

6.1 Actions to address risks and opportunities

6.1.1
Summary of The Organisation shall consider the context of the Organisation and the
Requirements
requirements of interested parties in order to define all relevant risks and
opportunities associated with the operation of the Quality Management
System.
6.1.2
Summary of The Organisation shall:
Requirements
a) Take appropriate actions to address the risks and opportunities
b) Integrate and implement those actions throughout the Quality
Management System
c) Evaluate the effectiveness of those actions.

STATEMENT/PROCEDURE
1. Quality Management System planning forms part of the Management Review
process described in Section 9.3.

2. The Organisation holds regular management and operational review meetings

to set and monitor the quality related objectives, ensuring that risks and
opportunities are included as part of this process to the extent considered
necessary. The management team reviews the Quality System in order to
ensure that it addresses all relevant processes and verification requirements.

3. Processes that are necessary to facilitate the service provided, are

determined, planned and implemented in accordance with the relevant
procedures described in Section 8.1 of this Manual. The effectiveness of the
documented procedures is subject to regular Management Review and
revisions/improvements are made as necessary.
 6 - PLANNING

6.1 Actions to address risks and opportunities (continued)

4. The risks and opportunities that can affect conformity of products and services
and the ability to enhance customer satisfaction are determined and
addressed by inclusion in all relevant decision-making processes to the extent
considered necessary. The Risk Register acts as a tool to identify risks
associated with opportunities as well as providing a platform for the ongoing
management of business continuity.
5. Wherever risks and opportunities are identified, and where considered
appropriate by management, suitable treatment is documented on a
document relating to the process or record affected by the risk, with an
appropriate record compiled, maintained and implemented.
6.
RISKS

STRATEGIC OPERATIONAL REPORTING COMPLIANCE

Social Responsibility
 6 - PLANNING

6.2 Quality objectives and planning to achieve them

6.2.1
Summary of The Organisation shall establish Quality Objectives at relevant functions, levels
Requirements
and processes throughout the scope of the Quality Management System.

6.2.2
Summary of The Organisation shall develop suitable plans for achieving the Quality
Requirements
Objectives, including required actions and resources, responsibilities, timescales
and evaluation of results.

STATEMENT/PROCEDURE
1. The Organisation’s primary Quality Objective is defined in the Quality Policy as
“the
Organisation aims to provide defect free products and services on time and
within budget”.
2. Quality Objectives are established and documented at relevant functions,
levels and processes needed for the Quality Management System.

3. Effective measurement of the defined Objectives is achieved by the

application of all of the procedures described in Sections 9 and 10 of this
Manual relating to recording, monitoring and analysing customer feedback
and non-conformance issues.
4. Effective review of the defined Objectives is an integral part of the Quality
Policy review as required by the procedures described in Section 9.3
(Management review).
 6 - PLANNING

6.3 Planning of changes

Summary of The Organisation shall plan any necessary changes to its Quality Management
Requirements
System.

STATEMENT/PROCEDURE
1. The Quality Manager is responsible for assessing all proposed changes to the
Quality Management System in accordance with the criteria summarised
above.
2. Proposed changes are documented on an e-mail and associated e-mail chain
and, where necessary, circulated to relevant interested parties for comment.
The form reflects:

1. The purpose of the changes and their potential consequences

2. Resource availability
3. Responsibilities and authorities.
3. When made, all changes are reflected in the Quality Manual and
communicated to relevant interested parties.

4. The Quality Manager monitors the impact of any change and proposes further
change in the event of adverse consequences.
 7 - SUPPORT

7.1 Resources

7.1.1 General
Summary Of The resources needed for the establishment, implementation, maintenance
Requirements
and continual improvement of the Quality Management System shall be
determined and provided.

7.1.2 People
Summary of The persons necessary for the effective implementation of the Quality
Requirements
Management System and for the operation and control of its processes shall be
determined and provided.

STATEMENT/PROCEDURE
1. The identification of revised or additional resources required to implement and
improve the processes of the Quality Management System takes place as part
of day-to-day management as well as part of the Management Review
procedures described in Section 9.3.
2. The Organisation considers:

1. The level of existing internal resources in terms of their capabilities and

constraints
2. Resources which need to be obtained from external providers.
3. In addition to Management Reviews, regular informal meetings take place.
Significant issues are discussed and appropriate action is agreed and
implemented, as necessary.
 7 - SUPPORT

7.1 Resources (continued)

7.1.3 Infrastructure
Summary of The infrastructure necessary for the operation of the Organisation’s processes
Requirements
and to achieve conformity of products and services shall be determined,
provided and maintained.

STATEMENT/PROCEDURE
1. Fitters and supervisory staff monitor the performance of workshop tools and
equipment on a daily basis. Any required preventive maintenance is carried
out in-house in order to ensure continuing process capability.

2. Quality related computer files are maintained in accordance with the relevant
procedures described in Section 7.5.3 (Control of documented information).

3. Under no circumstances is unserviceable or suspected fault equipment

activated or operated without prior authority or instruction.

4. The Organisation’s computer system is serviced and maintained by an

experienced member of
staff with the necessary expertise.
5. All records of Portable Appliance Testing are held on file in accordance to the
HSE Guidelines on Portable Appliance Testing.

6. The Organisation’s plant, machinery and vehicles are serviced in accordance

with the manufacturer’s recommendations and/or any legal and regulatory
requirements.
7. Visual inspections of all plant equipment and vehicles are carried out at regular
intervals. Any defects are highlighted for repair. Drivers complete the daily
vehicle inspections.
8. For the purposes of this Quality Management System, all other elements of the
infrastructure are treated as resources and provided, maintained, checked
and replaced accordingly. This is administered by the application of the
relevant procedures set out in Sections 8.5.1 (Control of production and service
provision) and 7.1.5 (Monitoring and measuring resources).
 7 - SUPPORT

7.1 Resources (continued)

7.1.4 Environment for the operation of processes

Summary of The work environment required to achieve conformity with product and service
Requirements
requirements shall be identified, determined, provided and managed.

STATEMENT/PROCEDURE
1. Senior management ensures that a suitable environment is maintained that
provides for safe systems of work and the ability to achieve conformity to
product and service requirements.
2. Staff facilities and the workplace are maintained in an acceptable condition in
order to ensure that all staff can carry out their duties effectively and efficiently.

3. The stores/workshop are regularly cleaned to provide a pleasant working

environment for staff and for safety reasons.

4. First aid kits and fire extinguishers are provided and maintained throughout the
Organisation.
 7 - SUPPORT

7.1 Resources (continued)

7.1.5 Monitoring and measuring resources

[Link] General
Summary of The resources needed to ensure valid and reliable monitoring and measuring
Requirements
results shall be determined and provided. Appropriate documented
information shall be maintained to demonstrate fitness for purpose of the
monitoring and measurement resources.

[Link] Measurement traceability

Summary of In circumstances in which measurement traceability is a requirement, or is
Requirements
essential in providing confidence in the validity of measurement results,
equipment shall be accurately calibrated or verified, or both. Equipment shall
also be uniquely identified and safeguarded from factors which would
invalidate the calibration and hence the measurement results.

STATEMENT/PROCEDURE
1. Whenever equipment is used for final verification, it is calibrated and traceable
to National Standards or, if not possible, the methods of calibration are defined.

2. A Calibration Log is maintained listing all calibrated instruments and recording

their calibration status including such details as:

1. Equipment description, type, manufacturer and model

2. Location - calibration requirements
3. Calibration interval with justification for the interval
4. Calibration procedure
5. Associated records.

3. Copies of all Calibration Certificates are maintained on file.

 7 - SUPPORT

7.1.5 Monitoring and measuring resources (continued)

4. When a test instrument is identified as faulty, the fault is rectified or the
instrument withdrawn from use. Consideration is given to the validity of all
previous checks made with the test equipment since its last successful
calibration and appropriate corrective action taken. All such instances are
recorded on a Management Information Report and dealt with in accordance
with the procedures described in Section 8.7 (Control of non-conforming
outputs).
 QUALITY MANUAL

7 - SUPPORT

7.1 Resources (continued)

7.1.6 Organisational knowledge

Summary of Sufficient knowledge shall be determined by the Organisation in order to
Requirements
operate its processes and to ensure that its products and services suitably
conform.
Maintenance and availability of this knowledge to the necessary degree
shall be ensured.
The Organisation shall consider its existing knowledge when dealing with
changing requirements and trends and determine how any extra
knowledge needed and necessary updates may be obtained or how
access may be gained to these.

STATEMENT/PROCEDURE

1. The Organisation’s knowledge is mainly vested in:

1. Its staff
2. Its documented information.

2. Levels of competence and awareness are improved at every opportunity, in

accordance with Sections 7.2 and 7.3 of this Quality Manual.

3. Staff are encouraged to share knowledge with colleagues as frequently as

necessary so that a high level of knowledge is sustained throughout the
Organisation.
4. An environment of learning is created, with staff being encouraged to train
in a range of skills, both those essential for their current job and those which
permit individual self-development.
5. Information is communicated to all levels of the Organisation using the
principles embodied in Section 7.4.

6. Documented information is created as far as practicable to reflect the

knowledge possessed by
the Organisation’s staff and is controlled in accordance with Section 7.5.
 7 - SUPPORT

7.2 Competence
Summary of The following shall be undertaken by the Organisation:
Requirements
a) The competence required of person(s) doing activities under its control
affecting the performance and effectiveness of the Quality
Management System shall be determined
b) The Organisation shall ensure that such persons are competent as
regards suitable education, training, or experience
c) Actions shall be taken to gain the competence required and to assess
the effectiveness of actions taken, where applicable
d) As evidence of competence, appropriate documented information shall
be kept.
7.3 Awareness
Summary of It shall be ensured by the Organisation that persons doing work under the
Requirements
Organisation’s
control are aware of:
a) The Quality Policy
b) Relevant Quality Objectives
c) Their role in relation to the effectiveness of the Quality Management
System, including the advantages of improvements in performance
d) The consequences of failing to meet the Quality Management System
requirements.

STATEMENT/PROCEDURE
1. All new members of staff receive appropriate induction training during their
probationary period. This includes an introduction to the Quality Policy and
their individual role in the operation of the Quality Management System and
the achievement of relevant Quality Objectives, in addition to the implications
of not conforming with the Quality Management System requirements.

2. Staff training and competence are assessed taking into account each
individual’s education,
skills and experience.
3. Requirements for further training are identified as part of day-to-day
management and as part of the Management Review process set out in
Section 9.3.
 7 - SUPPORT

7.2 Competence (continued)

7.3 Awareness (continued)
4. Training and competence requirements may be identified as a result of:

1. Performance reviews
2. New personnel
3. New equipment and/or technology
4. Revised legal and/or regulatory requirements (e.g. Health & Safety)
5. Revised industry standards
6. Employee request.

5. Appropriate training methods and aides are used that may include:

1. Internal training by suitably trained staff

2. External training by an approved training provider
3. Electronic media
4. Technical Manuals
5. Demonstrations
6. Toolbox Talks.

7. A record of staff training and competence is kept including such details as:

1. Level of competence attained

2. Date of training or event
3. Training and/or activities undertaken
4. Duration
5. Qualifications and/or Certificates attained
6. Ongoing and/or future training and/or re-certification requirements.
 7 - SUPPORT

7.4 Communication
Summary of The internal and external communications relating to the Quality
Requirements
Management System shall be determined, including:
a) The subject of its communications
b) When communications take place
c) With whom communications should be carried out
d) How communications are carried out
e) Who takes part in communications.

STATEMENT/PROCEDURE
1. The Quality Policy is made available and brought to the attention of all
members of staff.
2. The effectiveness of the Quality Management System is communicated
throughout the Organisation by providing copies of the minutes of
Management Reviews, or extracts thereof, to individual members of staff in
accordance with their role and responsibilities.
3. Appropriate methods for internal communication are used according to the
nature and required distribution of the information.
 7 - SUPPORT

7.5 Documented information

7.5.1 General
Summary Of The following shall be included in the Organisation’s Quality Management
Requirements
System:
a) Documented information as dictated by the International Standard
b) Documented information determined as being essential for the
effectiveness of the Quality Management System by the Organisation.

STATEMENT/PROCEDURE
1. The following items are particularly significant in contributing to the Quality
Management System and ensuring the effective operation and control of its
procedures:

1. The Quality Policy

2. This Quality Manual
3. Quality critical records
4. The Organisation’s ISO 14001 Environmental Management System
5. The Organisation’s OHSAS 18001 Health & Safety Management System
6. The CPA Code of Practise
7. DVSA Operator’s License
8. The Environmental Agency Waste Carrier’s License.
 7 - SUPPORT

7.5 Documented information (continued)

7.5.2 Creating and updating

Summary of The following shall be ensured by the Organisation when documented
Requirements
information is created and updated:
a) That it is suitably identified and described (e.g. a title, date, author, or
reference number)
b) Format (e.g. language, software version, graphics) and media (e.g.
paper, electronic)
c) Review and approval for suitability and adequacy.

STATEMENT/PROCEDURE
1. All created and updated documented information includes the following:

1. Title
2. Date
3. Author
4. Template reference
5. Reference number
6. Version number.

2. New document templates are approved by the Quality Manager and

recorded on the Document Template Control Schedule, to ensure that up-
to-date templates are used consistently throughout the Organisation.

3. Where necessary, documents are approved at an appropriate level before

release from the Organisation.
 7 - SUPPORT

7.5 Documented information (continued)

7.5.3 Control of documented information

[Link] The Organisation is to control documented information essential for the
Quality Management System and for ISO 9001 : 2015 to ensure:
Summary of
Requirements a) Its availability and suitability for use, where and when it is required
b) Adequate protection of this documented information (e.g. from loss of
confidentiality, unsuitable use, or loss of integrity).

[Link] The following activities shall be addressed by the Organisation for the
control of documented information, as applicable:
Summary of
Requirements a) Distribution, access, retrieval and use
b) Storage and preservation, including preservation of legibility
c) Control of changes (e.g. version control)
d) Retention and disposition.
The Organisation shall identify, as appropriate, and control documented
information of external origin which it determines to be necessary in order
to plan and operate the Quality Management System.
The Organisation shall protect documented information kept as evidence
of conformity from unintentional amendments.

STATEMENT/PROCEDURE
1. The Managing Director has approved this Quality Manual and will approve
all subsequent issues.

2. The only controlled copy of the Quality Manual is that held on the
Organisation’s computer
system and is maintained by the Quality Manager.
3. All hard and any other electronic copies are, by definition, uncontrolled.
 7 - SUPPORT

7.5 Documented information (continued)

4. Proposed changes to the Quality Manual are identified during the day-to-day
activities as well as more formally during the Management Review process
described in Section 9.3.
5. Proposed changes are reviewed and, if appropriate, adopted by the Quality
Manager after taking into account all of the relevant information.

6. When adopted, changes are made to the controlled copy of the Quality
Manual and the appropriate personnel are notified of the change.

OTHER CONTROLLED DOCUMENTS

7. The Managing Director reviews Quality System documents prior to their issue.
All personnel are responsible for ensuring that only current issues of documents
are in use and are available at relevant locations. Quality System documents
are suitable identified and are held in suitable format to ensure that they
remain legible.
8. All Quality System document changes are reviewed prior to their issue.
Any
obsolete documents retained for reference are suitably endorsed to prevent
their unintended use.
GENERAL CONTROLS
9. The Organisation’s computer system is regularly backed up with a copy
securely stored.
10. The integrity of the computer system and the data held on it is maintained by
running background virus protection software and the maintenance of
effective and regularly updated firewalls.
 7 - SUPPORT

7.5 Documented information (continued)

RECORDS
11. The Quality Manager is responsible for keeping the following records and
similar documents for a minimum period of 12 months or as required by legal,
regulatory and/or contractual requirements, whichever is the longer, in order to
demonstrate conformity to the requirements and effective operation of the
Quality Management System:

1. Previous Management Review Records

2. Quality Audit Reports
3. Management Information Records
4. Staff suggestions
5. Staff Training Records
6. Non-conformance Records including customer complaints
7. Customer Satisfaction Monitoring Records
8. Quotations
9. Customer Orders
10. Acknowledgement of order
11. Hire Agreements
12. Risk Assessments / Method Statements
13. Supplier List
14. Purchase records
15. Job records
16. Sub-contractor records
17. Calibration records
18. Vehicle inspection records
19. Waste Transfer Notes
20. Timesheets.
12. The Quality Manager is responsible for:

1. Identifying and specifying the records that are subject to control

2. Nominating individuals responsible and accountable for every record
3. Specifying the contents of records (through procedures)
4. Record disposal.
 7 - SUPPORT

7.5 Documented information (continued)

13. The Organisation’s storage system, both in electronic and hard copy, ensures
that all quality records and similar documents are adequately protected,
remain legible and identifiable. Records are stored and maintained in a
manner to make them readily retrievable, in facilities
that provide an environment to minimise deterioration or damage and to
prevent loss.
14. The Quality Manager maintains a Record Control Schedule with document
specific requirements, as appropriate, for the identification, collating, indexing,
filing, storage and maintenance of records.

15. Quality records are reviewed annually by the Quality Manager and those
retained, in excess of the specified retention period, are disposed of or are
appropriately marked to show their superseded status.
 8 - OPERATION

8.1 Operational planning and control

Summary of Planning, implementation and control of the processes (see 4.4) necessary
Requirements
to meet the requirements for the provision of products and services, and to
implement the actions determined in Clause 6, shall be carried out as the
Organisation:
a) Determines the requirements for the products and services
b) Establishes criteria for:
a. The processes
b. The acceptance of products and services.
c) Determines the essential resources to conform to the product and
service requirements
d) Implements control of the processes based on the criteria
e) Determines and keeps documented information as required:
a. To be sure that the processes have been executed according to plan
b. To be able to show that products and services conform to
their requirements. The output of this planning shall suit the
Organisation’s operations.
Planned changes shall be controlled and the results of unintentional
changes evaluated by the Organisation, taking action to lessen any
adverse effects, as necessary.
It shall be ensured that outsourced processes are controlled by the
Organisation (see 8.4).

STATEMENT/PROCEDURE
1. The work planning process involves determining and taking into account
the Quality Policy, Objectives and the requirements of the product and/or
service requirements. This is achieved by the application of the
documented Quality Management System and related processes and
includes the provision of any necessary resources and validation and
verification methods.
2. Planning activity is an integral part of the Organisation’s day-to-day
operations and, therefore, not considered a separate activity.

3. Planning is carried out in accordance with the customer’s requirements.

4. All plant, vehicle and labour hire is recorded in the relevant daily hire sheet
confirming details, such as, Fleet Number, Customer Name, Charge rate
etc. Hire sheets show availability of each resource item and also records
items hired in from third-party suppliers.
5. Planned Vehicle and plant inspections are recorded and monitored on the
office wallboards.
 8 - OPERATION

8.1 Operational planning and control

6. The Organisation uses wall planners, diaries and calendars to help facilitate the
planning
process.
 8 - OPERATION

8.2 Determination of requirements for products and services

8.2.1 Customer communication

Summary of The following activities relate to communication with customers:
Requirements
a) The provision of information relating to products and services
b) The handling of enquiries, contracts or orders, including changes
c) Acquiring customer feedback relating to products and services,
including customer complaints
d) The handling or control of customer property
e) Establishing particular requirements for contingency actions, when
relevant.
8.2.2 Determining the requirements related to products and services
Summary of The Organisation shall ensure the following when determining the
Requirements
requirements for the products and services for customers:
a) Description of the requirements for the products and services, including:
a. Any applicable statutory and regulatory requirements
b. Those considered essential by the Organisation.
b) The Organisation can realise the claims for its products and services on
offer.
8.2.3 Review of requirements related to products and services
[Link]
Summary of The Organisation’s ability to fulfil the requirements for products and services
Requirements
to be offered to customers shall be ensured. A review shall be conducted
by the Organisation before it commits to supplying products and services to
a customer, which shall include the following:
a) Requirements as described by the customer, which include the
requirements for delivery and post-delivery activities
b) Requirements not specified by the customer, but essential for the stated
or intended use, when known
 8 - OPERATION

8.2 Determination of requirements for products and services (continued)

8.2.3 Review of requirements related to products and services (continued)

[Link]
(cont’d)
Summary of c) The Organisation’s stated requirements
Requirements
(continued) d) Statutory and regulatory requirements which apply to the products and
services
e) Contract or order requirements that are different to previous ones.
Resolution of contract or order requirements that are different from
requirements previously defined shall be ensured by the Organisation.
Before acceptance, the Organisation shall confirm the customer’s
requirements in the event that the customer fails to provide a documented
statement of their requirements.
[Link]
Summary of Documented information shall be kept by the Organisation, as applicable:
Requirements
a) On the outcomes of the review
b) On any further requirements for the products and services.

8.2.4 Changes to requirements for products and services

Summary of Relevant documented information shall be amended by the Organisation
Requirements
whenever the requirements for products and services are changed.
Relevant persons shall also be made aware of the changed requirements.

STATEMENT/PROCEDURE
1. Enquiries are received or acquired by the following means:

1. Telephone, letter, e-mail and fax

2. Established customer (direct customers and main contractors)
3. Established industry contacts
4. Approved contractor status Invitation to Tender
5. The Organisation’s website and other marketing initiatives.
 8 - OPERATION

8.2 Determination of requirements for products and services (continued)

8.2.3 Review of requirements related to products and services (continued)

2. Enquires are received and entered onto the day diary with reference made to
the Customer Name, Site Address, Job Description and Price.

3. If required, a Quotation may be raised and is submitted to the prospective

customer by appropriate means.

4. Whenever required, a visit to the enquirer’s site is carried out in order to assess
the job
requirements and determine the scope of work.
5. Whenever the Quotation is to be submitted in the form of a Tender, the Tender
details are checked in order to ensure that the submission is in the required form
with all of the necessary supporting documents.

6. The customer places their instruction by appropriate means. This is reviewed

following the inclusion of any amendments.

7. Whenever an amendment to an order is received, the amendment is reviewed

to determine the effect on the Organisation’s workload. Should the
amendment be accepted, a revised acknowledgement of the order is issued
and forwarded to the customer. The necessary actions are instigated to ensure
that all persons involved with the order are aware of the amendments and can
act accordingly.
8. A Credit Check is carried out on customers who are deemed to be a high risk or
insufficient historic information is available.

9. Customers hiring vehicles, plant or labour over long periods are required to sign
the Acknowledgement of Order. A copy is retained by the Organisation.
 8 - OPERATION

8.3 Design and development of products and services

8.3.1 General
Summary Of An appropriate design and development process to ensure the provision of
Requirements
products and services shall be set up, put into place and maintained by the
Organisation.
8.3.2 Design and development planning
Summary of The Organisation shall consider the following as it determines the stages and
Requirements
controls for design and development:
a) The nature, duration and complexity of activities relating to design and
development
b) The necessary process stages, including applicable design and
development reviews
c) The necessary activities relating to design and development verification
and validation
d) The responsibilities and authorities playing a role in the design and
development process
e) The internal and external resource requirements for the design and
development of products and services
f) The necessity to control interfaces between individuals playing a role in
the design and development process
g) The need to ensure that customers and users are involved in the design
and development process
h) The requirements for future provision of products and services
i) The anticipated degree of control that customers and other relevant
parties should have over the design and development process
j) The documented information necessary to prove the fulfilment of design
and development requirements.
 8 - OPERATION

8.3 Design and development of products and services (continued)

8.3.3 Design and development inputs

Summary of The necessary requirements for the particular kinds of products and services
Requirements
to be designed and developed are to be determined by the Organisation.
The following are to be considered by the Organisation:
a) Requirements related to function and performance
b) Information resulting from earlier similar activities in design and
development
c) Statutory and regulatory requirements
d) Standards or codes of practice that the Organisation has pledged to put
into practice
e) Possible effects of failure due to the nature of the products and services.
Inputs shall be sufficient for design and development purposes, complete
and unambiguous. Where there are conflicting design and development
inputs, a decision shall be reached.
Documented information on design and development inputs shall be kept
by the Organisation.
8.3.4 Design and development controls
Summary of Controls shall be applied to the design and developments process by the
Requirements
Organisation to ensure the following:
a) Definition of results to be accomplished
b) Reviews are carried out to assess the ability of the results of design and
development to fulfil requirements
c) In order to ensure that the design and development outputs are in line
with the input requirements, verification activities are carried out
d) In order to ensure that the resulting products and services are in line with
the requirements for the specified application or intended use,
validation activities are carried out by the Organisation
e) When difficulties are determined during the reviews, or verification and
validation activities, any suitable actions are taken
f) Documented information of these activities is kept.
 8 - OPERATION

8.3 Design and development of products and services (continued)

8.3.5 Design and development outputs

Summary of It shall be ensured that design and development outputs shall do the
Requirements
following:
a) Fulfil the input requirements
b) Are sufficient for the ensuing processes for the provision of products and
services
c) Comprise or make reference to monitoring and measuring
requirements, as appropriate, and acceptance criteria
d) Give details of the characteristics of the products and services that are
required for their specific purpose and their safe and correct provision.
Documented information on design and development outputs shall be kept
by the Organisation.
8.3.6 Design and development changes
Summary of Changes made during or after the design and development of products
Requirements
and services shall be identified, reviewed and controlled by the
Organisation to the degree required so that no detrimental impact on
conformity to requirements is experienced.
Documented information shall be kept by the Organisation on:
a) Changes to design and development
b) Review results
c) The authorisation of the changes
d) Preventive actions for detrimental impacts.
STATEMENT/PROCEDURE
1. The Organisation does not currently undertake any design activities or
other similar processes addressed by this Section of the Standard. Should
this situation change, by customer demand or any other reason,
appropriate procedures will be developed and introduced. The
Management Review process continuously monitors this situation.
 8 - OPERATION

8.4 Control of externally provided products and services

8.4.1 General
Summary of The conformity of externally provided processes, products and services to
Requirements
requirements shall be ensured by the Organisation.
The controls to be applied to externally provided processes, products and
services shall be determined by the Organisation when:
a) There is an intention to incorporate products and services from external
providers into the Organisation’s own products and services
b) There is a direct provision of products and services to the customer(s) by
external providers on behalf of the Organisation
c) Provision of a process, or part of a process, is made by an external
provider due to a decision made by the Organisation.
Criteria for the evaluation, selection and monitoring of performance and
re-evaluation of external providers shall be determined and put into
practice by the Organisation, according to their ability to provide
processes or products and services in line with requirements. Documented
information of these activities and any required actions arising from the
evaluations shall be kept by the Organisation.
8.4.2 Type and extent of control
Summary of The Organisation shall ensure that its ability to consistently deliver
Requirements
conforming products and services to its customers shall not be adversely
affected by externally provided processes, products and services.
The following shall be carried out by the Organisation:
a) The Organisation shall ensure that externally provided processes stay
within the control of its Quality Management System
b) Both the controls that it intends to apply to an external provider and
those it intends to apply to the resulting output shall be defined
 8 - OPERATION

8.4 Control of externally provided products and services (continued)

8.4.2 Type and extent of control (continued)

Summary of c) The following shall be considered:
Requirements
(continued) a. The way in which the externally provided processes, products and
services might potentially impact the Organisation’s position
regarding its consistent fulfilment of customer and applicable
statutory and regulatory requirements
b. The degree to which the controls applied by the external provider are
effective.
d) It shall be ensured that the externally provided processes, products and
services fulfil requirements through the determination of the required
verification or other activities.
8.4.3 Information for external providers
Summary of The suitability of requirements shall be ensured by the Organisation before
Requirements
they are communicated to the external provider.
The Organisation’s requirements for the following shall be communicated to
external
providers:
a) The provision of processes, products and services
b) The approval of the following:
a. Products and services
b. Methods, processes and equipment
c. The release of products and services.
c) Competence, which includes any essential qualification of persons
d) The external providers’ interactions with the Organisation
e) The Organisation’s application of control and monitoring of the
external providers’
performance
f) Activities relating to verification or validation that the Organisation, or its
customer, plans to carry out at the external providers’ premises.

STATEMENT/PROCEDURE
1. A regularly updated Schedule of Approved Providers is maintained by the
Organisation. Before
a provider is added, the Organisation’s approval procedure is followed.
 8 - OPERATION

8.4 Control of externally provided products and services (continued)

2. Suppliers will be assessed on their ability to provide the type, specification of
product, service and quality required by the Organisation. On approval, details
will be given to Accounts, to arrange credit terms, etc.

3. The selection of providers is based on the consideration of some or all of the

following criteria:

1. Quality
2. Price
3. Location
4. Historic supply performance
5. Ability to provide the appropriate quality assurance criteria, where required.
4. Purchase Orders are placed by appropriate means and may be confirmed in
writing according
to the supplier’s request and the value, size and complexity of the order.
5. Purchase Orders are allocated a unique sequential number and recorded on the
Purchase Order Log.

6. Whenever the Order cannot be confirmed in writing or inspected at the point

of purchase, the supplier is requested to read back the order details in order to
confirm that the requirements have been clearly understood.

7. Materials and equipment received by the Organisation are inspected.

Incidences of defective material or shortfalls in deliveries are recorded on the
Delivery Note.
8. Should there be a requirement for verification at the supplier’s premises, by
either the Organisation or the customer’s representative, then the details of the
verification processes to be used are described in the purchasing documents.
 8 - OPERATION

8.5 Production and service provision

8.5.1 Control of production and service provision

Summary of Production and service provision shall be put into practice by the
Requirements
Organisation under controlled conditions.
Controlled conditions include the following, as applicable:
a) The availability of documented information, defining:
a. The characteristics of the products to be manufactured, the services
to be delivered, or the activities to be carried out
b. The results to be accomplished
b) The availability and use of appropriate monitoring and measuring
resources
c) In order to ensure that criteria for control of processes or outputs, and
acceptance criteria for products and services, have been met,
monitoring and measurement activities shall be put into practice at
appropriate stages
d) Suitable infrastructure and environment shall be used for the operation of
processes
e) Competent persons shall be appointed, which includes any necessary
qualification
f) The ability to achieve planned results of the processes for production
and service provision, where the resulting output cannot be verified by
monitoring or measurement carried out afterwards, shall be validated
and periodically revalidated
g) Preventive actions shall be carried out to avert human error
h) Release, delivery and post-delivery activities shall be put into practice.

STATEMENT/PROCEDURE
1. All staff carry out their work reflecting:

1. Agreements with customers

2. Their skills, training, qualifications and experience
3. Further instructions from more senior management
4. Further instructions from customers.

Therefore, documented generic work instructions are not considered

appropriate.
 8 - OPERATION

8.5.1 Control of production and service provision (continued)

2. The Directors have overall responsibility for ensuring that processes are carried
out in a controlled manner. They ensure that sufficient information/work
instructions are provided and maintained to ensure the required standard of
work is defined and achieved. All personnel are responsible for conducting
checks as defined within work instructions and/or job documentation.

3. Orders are received and processed using the relevant procedures described in
section 8.2.
4. The allocated personnel are briefed regarding the job requirements before
work commences, further instruction may be supplied by the customer.

5. Drivers complete the relevant job sheet and, where applicable, the Duty of
Care Waste Note for each load carried. The customer signature is recorded
whenever possible.
6. Plant and/or labour hire timesheets are completed at the end of each hire
period. The customer signature is recorded.

7. Staff members complete weekly timesheets, recording start/finish times, hours

worked and
deductions. Timesheets may be verified against the Organisation’s Vehicle
Tracking System.
8. Drivers complete and return to the office, on a daily basis, a load sheet with all
associated job sheets.

9. The hiring of plant, equipment and labour is carried out in accordance with
CPA Hire Contract Terms.

10. A daily vehicle and defect inspection is carried out and recorded on the
relevant inspection sheet. Any defects and subsequent repairs are recorded on
the vehicle job sheet.
11. All plant and vehicle inspection is carried out in accordance with, or in excess
of current legal or regulatory requirements. Inspection and examination are
carried out in accordance with section 7.1.3 of this manual.
 8 - OPERATION

8.5 Production and service provision (continued)

8.5.2 Identification and traceability

Summary of Suitable means shall be used by the Organisation to identify outputs when
Requirements
it needs to ensure that products and services conform to requirements.
The status of outputs regarding monitoring and measurement requirements
throughout production and service provision shall be identified by the
Organisation. When traceability is a requirement, the unique identification
of the outputs shall be controlled and in order to enable traceability, the
required documented information shall be kept.

STATEMENT/PROCEDURE
1. Identification and traceability are provided by reference to any or all of the
following:

1. Job sheet / ticket number

2. Duty of care waste transfer note ticket number
3. Customer name / site address / date
4. Vehicle Registration number / fleet number
2. All goods and services are purchased against a Purchase Order Number
and are traceable
against the supplier’s Delivery Note and Invoice.
 8 - OPERATION

8.5 Production and service provision (continued)

8.5.3 Property belonging to customers or external providers

Summa While under the Organisation’s control or in use by the Organisation, care shall
ry of
Requiremen be exercised
ts with customer-owned property or property owned by external providers.
The identification, verification, protection and safeguarding of customers’ or
external providers’ property which has been provided for use or is to be
incorporated into the products and services.
The customer or external provider shall be notified in the event that the property
of a customer or external provider is lost, damaged or otherwise found to be
unsuitable for use, and documented information on what has occurred shall
be kept.

STATEMENT/PROCEDURE
1. On its receipt by the Organisation, customer property is clearly identified and
subsequently processed in accordance with the relevant procedures set out in
Section 8.5.4.
2. All data and information provided by customers are treated as confidential in
accordance with the requirements of the Data Protection Act 1998 and are
protected using suitable physical and electronic protection methods.

3. Customers are notified of any loss, corruption, or other damage to their data,
information or property.
 8 - OPERATION

8.5 Production and service provision (continued)

8.5.4 Preservation
Summary Of In order that conformity to requirements is ensured, outputs shall be
Requirements
preserved by the Organisation during production and service provision to
the extent necessary.

STATEMENT/PROCEDURE

IDENTIFICATION
1. All materials are readily identifiable by appearance, job sheet and/or Duty
of Care Waste Transfer Note.

PROTECTION
2. Whenever required, preventative methods are used to ensure deterioration
of all materials and
equipment is at a minimum and is within the manufacturer’s specification.
3. All personnel implement the appropriate actions in order to prevent
materials and products
from being damaged before receipt of a customer’s signed acceptance.
4. The Organisation ensures that all sub-contractors use suitable transport and
deliver all products, appropriate to their type and the method of delivery
involved.
HANDLING
5. Handling of all equipment, products and materials is by recognised methods
and techniques for the type of equipment or product being handled.

STORAGE
6. Goods are stored in a secure environment and are made accessible and
identifiable.
 8 - OPERATION

8.5 Production and service provision (continued)

8.5.5 Post-delivery activities

Summa Requirements for post-delivery activities related to the products and services
ry of
Requiremen shall be fulfilled by the Organisation.
ts
The Organisation shall consider the following as it determines the extent of post-
delivery activities required:
a) Any requirements of a statutory or regulatory nature
b) The possible unwanted consequences related to its products and services
c) The products’ and services’ nature, use and planned lifetime
d) Customer requirements
e) Customer feedback.

STATEMENT/PROCEDURE
1. Should the customer identify that any of the provided services have not met
expectations, the Organisation provides suitable rectification in accordance
with its statutory and regulatory obligations.

2. Where appropriate, customer feedback on the services provided is sought and

recorded on a Customer Feedback Record.
 8 - OPERATION

8.5 Production and service provision (continued)

8.5.6 Control of changes

Summary of Changes for production or service provision shall be reviewed and
Requirements
controlled by the Organisation to the extent necessary so that continuing
conformity with requirements is ensured.
Documented information which details the results of the review of
changes, the person(s) authorising the change, and any necessary actions
resulting from the review shall be kept by the Organisation.

STATEMENT/PROCEDURE
1. A formal change control process is in place to ensure the proper
evaluation and approval of all proposed significant changes to production
and service provision.
2. Whenever an amendment to an order is received, the amendment is
reviewed to determine the effect on the Organisation’s workload. Should
the amendment be accepted, a revised acknowledgement of the order is
issued and forwarded to the customer. The necessary actions are instigated
to ensure that all persons involved with the order are aware of the
amendments and can act accordingly.
 8 - OPERATION

8.6 Release of products and services

Summary of In order to verify that the product and service requirements have been
Requirements
fulfilled, planned arrangements shall be put into practice by the
Organisation at appropriate stages.
Unless given approval by an appropriate authority and, as applicable, by
the customer, the release of products and services to the customer shall
not take place before the satisfactory completion of planned
arrangements.
Documented information shall be kept by the Organisation regarding the
release of products and services. The documented information includes:
a) Evidence of conformity with the acceptance criteria
b) Traceability to the person(s) having authority to allow the release.

STATEMENT/PROCEDURE
1. Daily vehicle inspections are carried out and recorded. Driver signs
inspection sheets as confirmation.

2. Vehicle and plant inspections are carried out regularly and in accordance
with current legislation and regulations.

3. Verification of final inspection may be evidenced by reference to any or all

of the following:

1. Job sheet / duty of care waste transfer note complete with signature
2. Customer signature on the hire timesheet
3. Authorising signature on staff member’s timesheet.
 8 - OPERATION

8.7 Control of non-conforming outputs

8.7.1
Summary of When outputs do not conform to their requirements, the Organisation shall
Requirements
ensure that these are identified and controlled for the prevention of any
unintended use or delivery.
Based on the nature of the non-conformity and its effect on the conformity
of products and services, appropriate action shall be taken by the
Organisation. Any appropriate action shall also be taken by the
Organisation regarding any non-conforming products and services
detected after delivery of products, during or after the provision of services.
Non-conforming outputs shall be dealt with in one or more of the following
ways:
a) Correction
b) Segregation, containment, return or suspension of provision of products
and services
c) Notifying the customer
d) Acquiring authorisation for acceptance under concession.
When non-conforming outputs are corrected, conformance with any
requirements shall be ensured through verification.
8.7.2
Summary of Documented information shall be kept by the Organisation that:
Requirements
a) Details the non-conformity
b) Details any actions taken
c) Details any concessions obtained
d) Designates the authority deciding the action regarding the non-
conformity.

STATEMENT/PROCEDURE
1. All activities not meeting the requirements of the Quality Management
System or agreements with customers are suspended pending further
action.
 8 - OPERATION

8.7 Control of non-conforming outputs (continued)

2. All materials, products, services and sub-contractor performance not meeting
the required specification are clearly identified and/or segregated pending a
decision regarding their further disposition.

3. The Organisation maintains documented procedures to identify, record, control

and review any non-conforming product or service, whether identified
internally or by a customer. A Non- conformance report is used to record
details of the problem and Corrective Action taken. Management ensure that
appropriate action is taken, as relevant to the seriousness of the non-
conformance.
4. Non-conformances may be recorded through a number of sources including:

1. Internal Quality Audits

2. Non-conformance Reports (supplier, manufacturer, sub-contractors)
3. Customer Complaints.
 9 - PERFORMANCE EVALUATION

9.1 Monitoring, measurement, analysis and evaluation

9.1.1 General
Summary of The following shall be determined by the Organisation:
Requirements
a) Items requiring monitoring and measurement
b) In order to ensure valid results, any required methods for monitoring,
measurement, analysis and evaluation
c) Scheduling of the monitoring and measuring
d) Scheduling of analysis and evaluation of the results from monitoring and
measurement. The performance and effectiveness of the Quality
Management System shall be evaluated by the Organisation.
Appropriate documented information shall be kept by the Organisation as
evidence of the results.

STATEMENT/PROCEDURE
1. The Organisation monitors, measures, analyses and improves its processes in
order to:

1. Demonstrate conformity of its activities

2. Ensure conformity to the Quality Management System
3. Continually improve the effectiveness of the Quality Management
System.
2. Information obtained by such statistical analysis may relate to:

1. Trends
2. Operational performance
3. Levels of customer satisfaction
4. Overall effectiveness and efficiency.
 9 - PERFORMANCE EVALUATION

9.1 Monitoring, measurement, analysis and evaluation (continued)

9.1.2 Customer satisfaction

Summary of Customers’ perceptions of the extent to which their requirements and
Requirements
expectations have been met shall be monitored by the Organisation. The
methods for acquiring, monitoring and reviewing this information shall be
determined by the Organisation.
Customer surveys, customer feedback on delivered products and services,
meetings with customers, market-share analysis, compliments, warranty
claims and dealer reports are all examples of monitoring customer
perceptions.

STATEMENT/PROCEDURE
1. A Customer Satisfaction Questionnaire is issued to every customer at least
annually, inviting graded responses to questions relating to all aspects of the
Organisation’s service.
2. All returned Questionnaires are collated, analysed and passed for
Management Review.
 9 - PERFORMANCE EVALUATION

9.1 Monitoring, measurement, analysis and evaluation (continued)

9.1.3 Analysis and evaluation

Summary of Appropriate data and information arising from monitoring and
Requirements
measurement shall be analysed and evaluated by the Organisation.
The following shall be evaluated using the results of analysis:
a) Conformity of products and services
b) The level of customer satisfaction
c) The performance and effectiveness of the Quality Management System
d) The extent to which planning has been put into practice effectively
e) How effective any actions taken to address risks and opportunities have
been
f) External providers’ performance
g) The necessity for improvements to the Quality Management System.

STATEMENT/PROCEDURE
1. The following data is analysed in order to identify trends and opportunities
for preventive and/or improvement actions:

1. Customer Satisfaction Monitoring Records

2. Product and/or Service Conformity Records
3. Product and/or service trends
4. Results of internal Quality Audits as a measurement of the effectiveness
of the Quality Management System
5. Non-conformance Records.

2. The analysed data is presented as critical input into the Management

Review process set out in Section 9.3.
 9 - PERFORMANCE EVALUATION

9.2 Internal audit

9.2.1
Summary of Internal audits shall be carried out at planned intervals by the Organisation
Requirements
for the provision of information regarding whether the Quality Management
System:
a) Conforms to:
a. The Organisation’s own requirements for its Quality Management
System
b. The requirements of the International Standard
b) Is put into practice and maintained effectively.
9.2.2
Summary of The following shall be carried out by the Organisation:
Requirements
a) An audit programme(s), including the frequency, methods,
responsibilities, planning requirements and reporting shall be planned,
set up, put into practice and maintained, taking into consideration the
importance of the related processes, changes affecting the
Organisation, and previous audit results
b) For each audit, the audit criteria and scope shall be defined
c) Auditors shall be selected and audits conducted to ensure objectivity
and the impartiality of the audit process
d) The Organisation shall ensure that relevant management are notified of
audit results
e) Appropriate correction and corrective actions shall be undertaken in a
timely manner
f) Documented information shall be kept to demonstrate that the audit
programme and the audit results are being put into practice.

STATEMENT/PROCEDURE
1. A Quality Audit Programme is maintained by the Quality Manager ensuring
that every Section of the Quality Management System is verified at least
annually.
2. More frequent Quality Audits may be organised by the Quality Manager
depending on the importance of the activities being audited.
 9 - PERFORMANCE EVALUATION

9.2 Internal audit (continued)

3. Internal Quality Audits are carried out according to the following procedures:

4. At the beginning of every month, the Quality Manager consults the Quality
Audit Programme and establishes which, if any, parts of the Quality
Management System are to be audited during the coming month.

5. A member of staff, whenever possible independent of the activity to be

audited, is appointed by the Quality Manager.

6. The Auditor refers to the Quality Manual and determines the activities to be
audited.
7. The Auditor selects a representative number of records to be audited on a
random basis.
8. The Auditor advises any personnel concerned that a Quality Audit is being
undertaken and answers any questions they may have regarding the audit.

9. The Auditor examines the records selected in order to determine whether the
activities identified above have been carried out correctly.

10. The Auditor keeps a record of the process and the findings of the Quality Audit.

11. The Quality Audit Record and all other documents relating to internal audits are
passed to the Quality Manager.

12. The Quality Audit Record and all other documents relating to internal Quality
Audits are retained for inspection by QMS International at the annual external
Quality Audit.
13. All issues arising from the internal Quality Audit requiring immediate attention
are discussed with the appropriate personnel and a record is kept on a Quality
Audit Report or Management Information Report as appropriate.

14. The Quality Manager ensures that the Quality Audit results are discussed at the
next Management Review.
 9 - PERFORMANCE EVALUATION

9.3 Management Review

9.3.1 General

9.3.2 Management Review inputs

9.3.3 Management Review outputs

Summary of At planned intervals the Organisation’s Quality Management System shall
Requirements
be reviewed by top management so that its ongoing suitability, adequacy,
effectiveness and alignment with the strategic direction of the
Organisation may be ensured.

STATEMENT/PROCEDURE
1. As part of the initial implementation of the Quality Management System, a
Management Review was held during the first two months of its adoption in
accordance with the procedures set out below.

2. A Management Review is carried out at not greater than three-monthly

intervals and addresses, in addition to general matters, the following:

1. Non-conformance Records
2. Status of corrective actions
3. Management Information trend analysis
4. Follow up actions from earlier Management Reviews
5. The extent to which Quality Objectives have been met
6. Monitoring and measurement results, including audits
7. The effectiveness of actions taken to address risks and opportunities
8. Changes in the external and internal issues that could affect the Quality
Management System, including requirements for additional or revised
resources
9. The Organisation’s Quality Policy, Objectives and goals in order to
determine whether they remain relevant to the requirements of
customers and management
10. The overall operation of the Organisation’s Quality Management System
in order to
determine its continuing suitability and effectiveness
 9 - PERFORMANCE EVALUATION

9.3 Management Review (continued)

2. 11. Opportunities for improvement
(contd.) 12. The performance of external providers, including any required actions
resulting from unsatisfactory performance
13. Staff training and competence requirements
14. Customer satisfaction and feedback from relevant interested parties.

3. The agenda and minutes of Management Reviews are retained in

accordance with Section 7.5.3.
 10 - IMPROVEMENT

10.1 General
Summary of Opportunities for improvement shall be determined and selected by the
Requirements
Organisation and any necessary actions to fulfil customer requirements and
improve customer satisfaction shall be carried out.
Included in these are:
a) The improvement of products and services to fulfil requirements as well
as for addressing future needs and expectations
b) Correcting, preventing or reducing unwanted effects
c) The improvement of the performance and effectiveness of the Quality
Management System.

STATEMENT/PROCEDURE
1. The effectiveness of the Quality Management System is continually
reviewed and improved through the Management Review process set out
in Section 9.3 and by:

1. The application of the Quality Policy

2. The application of the Quality Objectives
3. Quality Audits
4. Analysis of data
5. Corrective actions
6. The evaluation and treatment of risks and opportunities
7. Circulation of Management Review Minutes.
 10 - IMPROVEMENT

10.2 Non-conformity and corrective action

10.2.1
Summary of In the event of a non-conformity, including any resulting from complaints,
Requirements
the Organisation shall do the following:
a) Respond to the non-conformity and, as applicable:
a. Take measures to control and correct it
b. Handle the outcomes.
b) Assess the requirement to act to remove the cause(s) of the non-
conformity, to prevent its occurrence or recurrence elsewhere, through:
a. The review and analysis of the non-conformity
b. The determination of the causes of the non-conformity
c. The determination of whether similar non-conformities exist, or could
potentially occur.
c) Put any necessary action into practice
d) Review the effectiveness of any corrective action carried out
e) If necessary, update risks and opportunities ascertained at planning
stage
f) If necessary, make changes to the Quality Management System
Corrective actions shall be appropriate to the effects of the non-
conformities in question.
10.2.2
Summary of Documented information shall be kept as evidence of the following:
Requirements
a) The nature of the non-conformities and any actions taken subsequently
b) The results of any corrective action.

STATEMENT/PROCEDURE
1. The nature of, and action taken to correct, any non-conformances is
recorded on the Non- conformance Report.

2. An investigation is undertaken to determine the cause of the non-

conformance.
 10 - IMPROVEMENT

10.2 Non-conformity and corrective action (continued)

3. The corrective actions taken to prevent recurrence of non-conformances, and
those records and reports generated, are regularly reviewed at Management
Reviews in order to identify any trends and to determine the effectiveness of
preventive measures taken.
4. Revised procedures are developed and implemented as considered
appropriate and are reviewed accordingly.
 10 - IMPROVEMENT

10.3 Continual improvement

Summary of The suitability, adequacy and effectiveness of the Quality Management
Requirements
System shall be continually improved by the Organisation.
The results of analysis and evaluation, and the outputs from Management
Review, shall be considered by the Organisation so that any needs or
opportunities requiring attention as part of continual improvement may be
determined.

STATEMENT/PROCEDURE
1. The Organisation ensures continual improvement of the suitability,
adequacy and effectiveness of the Quality Management System by
application of the procedures documented in Section 10.1.

Signature:

Name: Paul Fox

Position: Managing Director

Date: 1st September 2019

Copyright © 2019 This Manual and the information contained herein are the property of Fox Brothers (Lancashire) Limited
It must not be reproduced or otherwise disclosed without prior consent in writing from Fox Brothers (Lancashire) Limited