Lelsmarci Transportation Q&E Systems Manual
Systems Manual Index
Introduction............................................................................................................................................................ 3
Purpose .................................................................................................................................................................. 3
0.1 General ............................................................................................................................................................. 3
0.2 Process Approach ........................................................................................................................................... 3
Process Model – Figure 1 .................................................................................................................................... 4
Lelsmarci Transportation Quality and Environmental Management Systems Requirements ...................... 5
1 Scope of this Manual ......................................................................................................................................... 5
1.1 General .......................................................................................................................................................... 5
1.2 Application ..................................................................................................................................................... 5
2 Normative Reference ......................................................................................................................................... 5
3 Terms and Definitions ........................................................................................................................................ 5
4 LELSMARCI Q&E (Quality and Environmental) Systems .............................................................................. 7
4.1 General Requirements................................................................................................................................... 8
4.2 Documentation Requirements ....................................................................................................................... 8
4.2.1 General ................................................................................................................................................... 8
4.2.2 Quality and Environmental Systems Manual .......................................................................................... 9
4.2.3 Control of Documents ............................................................................................................................. 9
4.2.4 Control of Records ................................................................................................................................ 10
Required Records .......................................................................................................................................... 10
Storage and Disposal ..................................................................................................................................... 10
Forms Control ................................................................................................................................................ 10
5 Management Responsibility ............................................................................................................................ 11
5.1 Management Commitment .......................................................................................................................... 11
5.2 Customer Focus .......................................................................................................................................... 11
5.3 Quality and Environmental Policies ............................................................................................................. 11
Our Quality Policy .......................................................................................................................................... 11
Our Environmental Policy............................................................................................................................... 12
Legal and Other Environmental Requirements .............................................................................................. 12
Environmental Objectives and Targets .......................................................................................................... 12
5.4 Planning ....................................................................................................................................................... 13
5.4.1 Quality and Environmental Objectives .................................................................................................. 13
Environmental Aspects .................................................................................................................................. 13
5.4.2 Q&E System Planning .......................................................................................................................... 13
5.5 Responsibility, Authority and Communication ............................................................................................. 14
5.5.1 Responsibility and Authority .................................................................................................................. 14
5.5.2 Management Representative ................................................................................................................ 14
5.5.3 Internal Communication ........................................................................................................................ 14
5.6 Management Review ................................................................................................................................... 14
5.6.1 General ................................................................................................................................................. 14
5.6.2 Review Input ......................................................................................................................................... 15
5.6.3 Review Output....................................................................................................................................... 15
6 Resource Management .................................................................................................................................... 15
6.1 Provision of Resources ................................................................................................................................ 15
6.2 Human Resources ....................................................................................................................................... 16
6.2.1 General ................................................................................................................................................. 16
6.2.2 Competence, Awareness and Training ................................................................................................. 16
6.3 Infrastructure ................................................................................................................................................ 16
6.4 Work Environment ....................................................................................................................................... 17
7 Product Realization .......................................................................................................................................... 17
7.1 Planning of Product Realization .................................................................................................................. 17
7.2 Customer-Related Processes ...................................................................................................................... 17
7.2.1 Determination of Requirements Related to the Product ....................................................................... 17
7.2.2 Review of Requirements Related to the Product .................................................................................. 18
New Orders .................................................................................................................................................... 18
Revisions ........................................................................................................................................................ 18
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7.2.3 Customer Communication .................................................................................................................... 19
7.3 Design and Development ............................................................................................................................ 19
7.4 Purchasing ................................................................................................................................................... 19
7.4.1 Purchasing Process .............................................................................................................................. 19
7.4.2 Purchasing Information ......................................................................................................................... 19
7.4.3 Verification of Purchased Product......................................................................................................... 19
7.5 Production and Service Provision ................................................................................................................ 20
7.5.1 Control of Production and Service Provision ........................................................................................ 20
7.5.2 Validation of Processes for Production and Service Provision ............................................................. 21
7.5.3 Identification and Traceability ............................................................................................................... 21
Freight Bill ...................................................................................................................................................... 21
Shipment Identification ................................................................................................................................... 21
7.5.4 Customer Property ................................................................................................................................ 22
7.5.5 Preservation of Product ........................................................................................................................ 22
General........................................................................................................................................................... 22
Handling ......................................................................................................................................................... 22
Storage ........................................................................................................................................................... 22
Packaging ...................................................................................................................................................... 22
Preservation ................................................................................................................................................... 23
7.6 Control of Monitoring and Measuring Devices............................................................................................. 23
Calibration / Inspection of Equipment ............................................................................................................ 23
Control Procedures ........................................................................................................................................ 23
8 Measurement, Analysis and Improvement .................................................................................................... 24
8.1 General ........................................................................................................................................................ 24
Pick Up Inspection ......................................................................................................................................... 24
Delivery Inspection ......................................................................................................................................... 24
Inspection and Test Records ......................................................................................................................... 24
8.2 Monitoring and Measurement ...................................................................................................................... 25
8.2.1 Customer Satisfaction ........................................................................................................................... 25
8.2.2 Internal Audit ......................................................................................................................................... 25
Responsibility ................................................................................................................................................. 26
Audit Schedule ............................................................................................................................................... 26
8.2.3 Monitoring and Measurement of Processes ......................................................................................... 26
8.2.4 Monitoring and Measurement of Product .............................................................................................. 26
8.3 Control of Nonconforming Product and Emergency Preparedness / Response ......................................... 26
Nonconforming Product ................................................................................................................................. 26
Delays in Pick Up and Delivery ...................................................................................................................... 27
Customer Product Damage ........................................................................................................................... 27
Emergency Preparedness and Response ..................................................................................................... 27
8.4 Analysis of Data ........................................................................................................................................... 28
8.5 Improvement ................................................................................................................................................ 28
8.5.1 Continual Improvement ......................................................................................................................... 28
8.5.2 Corrective Action ................................................................................................................................... 28
8.5.3 Preventive Action .................................................................................................................................. 29
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Introduction
This manual is a complete re-write of our previous manual to bring it into alignment with the structure of ISO
9001:2000 for consistency and easy of use. The Quality and Environmental Systems described herein are
reviewed by management at least yearly to verify completion and compliance with ISO9001:2000 and ISO
14001:1996. The manual, procedures, and supporting documentation are reviewed annually for significant
changes that may have been made. Documents are revised or supplementary sheets added when changes
affecting the contents of the manual occur.
Purpose
The purpose of this manual is to outline the processes and procedures used in the ISO 9001:2000 Quality
Management System and the ISO 14001:1996 Environmental Management System of Lelsmarci Transportation
(herein sometimes referred to as “our organization” or LELSMARCI).
0.1 General
The adoption of a quality and environmental management system (herein after referred to as the LELSMARCI
Q&E System) was a strategic decision by our organization. The design and implementation of LELSMARCI
Q&E System was influenced by varying needs, particular objectives, the products provided, the processes
employed and the size and structure of our organization.
The LELSMARCI Q&E Systems requirements specified in this manual are complementary to requirements for
our products and processes. Information marked "NOTE" is for guidance in understanding or clarifying the
associated requirement.
This manual can be used by internal and external parties, including certification bodies, to assess our
organization's ability to meet customer, regulatory and our organization's own requirements.
The quality management definitions and principles stated in ISO 9000:2000 and ISO 9004:2000 have been
taken into consideration during the development of this manual.
0.2 Process Approach
This manual promotes a process approach when developing, implementing and improving the effectiveness of
our LELSMARCI Q&E Systems, to enhance customer satisfaction by meeting customer requirements.
For our organization to function effectively, it has to identify and manage numerous linked activities. An activity
using resources, and managed in order to enable the transformation of inputs into outputs, is considered a
process. Often the output from one process directly forms the input to the next.
The application of a system of processes within our organization, together with the identification and interactions
of these processes, and their management, is referred to herein as the "process approach".
An advantage of the process approach is the ongoing control that it provides over the linkage between the
individual processes within the system of processes, as well as over their combination and interaction.
This approach emphasizes the importance of
a)
b)
c)
d)
Understanding and meeting requirements,
The need to consider processes in terms of added value,
Obtaining results of process performance and effectiveness, and
Continual improvement of processes based on objective measurement.
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Figure 1
Process Model – Figure 1
The model of a process-based LELSMARCI Q&E Systems shown in Figure 1 illustrates the process linkages
presented in clauses 4 to 8 herein. This illustration shows that customers play a significant role in defining
requirements as inputs. Monitoring of customer satisfaction requires the evaluation of information relating to
customer perception as to whether our organization has met the customer requirements. The model shown in
Figure 1 covers all the requirements of ISO 9001:2000, but does not show processes at a detailed level. ISO
14001 is also addressed in the same basic manner.
NOTE: In addition, the methodology known as "Plan-Do-Check-Act" (PDCA) is applied to all appropriate
processes. PDCA can be briefly described as follows.
Plan:
Do:
Check:
Act:
Establish the objectives and processes necessary to deliver results in accordance
with customer requirements and our organization's policies.
Implement the processes.
Monitor and measure processes and product against policies, objectives and
requirements for the product and report the results.
Take actions to continually improve process performance.
0.3 Relationship with ISO 9004:2000 and ISO 14004:1996
ISO 9004 and ISO 14004 give guidance on a wider range of objectives of a quality management system than
does ISO 9001 and ISO 14001, particularly for the continual improvement of our organization's overall
performance and efficiency, as well as its effectiveness. ISO 9004 and ISO 14004 are considered to be a guide
for our organizations’ top management to move beyond the requirements of ISO 9001 and ISO 14001, in pursuit
of continual improvement of performance. However, our organization does not intend its use for certification or
for contractual purposes unless specifically called for in a contract. Should a contract specifically call out ISO
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9004:2000 and/or ISO 14004:1996 as a requirement, our organization will take necessary measures to comply
should such a contract be accepted.
0.4 Compatibility with Other Management Systems
This manual does not include requirements specific to other management systems, such as those particular to
environmental management, occupational health and safety management, financial management or risk
management. However, this manual enables our organization to integrate our own Q&E Systems with related
management system requirements. Our organization has adapted its existing management system(s) in order to
establish a LELSMARCI Q&E Systems that comply with the requirements of ISO 9001:2000 and ISO
14001:1996.
Lelsmarci Transportation Quality and Environmental Management Systems
Requirements
1 Scope of this Manual
1.1 General
This manual specifies requirements for quality and environmental management systems where our organization
a) Needs to demonstrate its ability to consistently provide product that meets customer and
applicable regulatory requirements, and
b) Aims to enhance customer satisfaction through the effective application of the system,
including processes for continual improvement of the system and the assurance of
conformity to customer and applicable regulatory requirements.
NOTE In this manual, the term "product" applies only to the product intended for, or required by, a customer.
1.2 Application
All requirements of this manual are intended to be applicable to our entire organization (also see Scope).
Where any requirement(s) of ISO 9001:2000 Clause 7 cannot be applied due to the nature of our organization
and its product, this will be documented with the reason for exclusion within this manual. Such an exclusion will
not affect our organization's ability, or responsibility, to provide product that meets customer and applicable
regulatory requirements.
2 Normative Reference
This document contains provisions which, directly or through reference, constitute provisions of ISO 9001:2000
and ISO 14001:1996. For dated references, subsequent amendments to, or revisions of, any of these
publications do not apply. However, parties to agreements based on this manual are encouraged to investigate
the possibility of applying the most recent edition of the normative document indicated below. For undated
references, the latest edition of the normative document referred to applies.
ISO 9000:2000, Quality management systems — Fundamentals and vocabulary.
ISO 14001:1996, Environmental management systems – Specification with guidance for use
3 Terms and Definitions
For the purposes of this manual, the terms and definitions given in ISO 9000:2000 and ISO 14001:1996 apply.
The following terms, used in this manual to describe the supply chain, reflect the vocabulary currently used:
Supplier -----> Organization -----> Customer
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The term "organization" replaces the term "supplier" used in ISO 9001:1994, and refers to the organization to
which this manual applies. Also, the term "supplier" now replaces the term "subcontractor".
Throughout the text of this manual, wherever the term "product" occurs, it can also mean "service".
Audit
A documented investigation to verify that all applicable
requirements are being implemented.
Conformance
Compliance with specified requirements.
Contract
A customer request for services from Lelsmarci Transportation.
It includes written, verbal and phone orders and includes
consideration relative to fulfillment of commitments.
Corrective Action
Measures taken to rectify conditions adverse to quality, and to
minimize recurrence.
Document
Information provided in writing or contained in readily
accessible computer files.
Documentation
Recorded information.
Continual Improvement
The process of enhancing a management system to achieve
improvements in overall performance in line with the
company’s policies.
Environment
Surroundings in which an organization operates, including air,
water, land, natural resources, flora, fauna, humans, and their
interrelationships. Surroundings in this context extend from
within an organization to the global system.
Environmental Aspect
Element of an organization’s activities, products or services
that can interact with the environment.
Significant Environmental Aspect
A significant aspect that has or can have a significant
environmental impact.
Environmental Impact
Any change to the environment, whether adverse or beneficial,
wholly or partially resulting from an organization’s activities,
products or services.
Environmental Management System
The part of the over all quality and environmental management
system that includes organizational structure, planning
activities, responsibilities, practices, procedures, processes
and resources for developing, implementing, achieving,
reviewing and maintaining the environmental policy.
Environmental Management System Audit
A systematic and documented verification process of
objectively obtaining and evaluating evidence to determine
whether an organization’s environmental management system
conforms to the environmental audit criteria set by the
organization, and for communication of the results of this
process to management.
Environmental Objective
Overall environmental goal, arising from the environmental
policy, that an organization sets its self to achieve, and which is
quantified where practicable.
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Environmental Performance
Measurable results of the environmental management system,
related to an organization’s control of its environmental
aspects, based upon its environmental policy, objectives and
targets.
Environmental Target
Detailed performance requirement, quantified where
practicable, applicable to the organization, or parts thereof, that
arises from the environmental objectives and that needs to be
set and met in order to achieve those objectives.
LELSMARCI Q&E System
Lelsmarci Transportation Quality and Environmental
Management System.
Interested Party
Individual or group concerned with or affected by the
environmental performance of an organization.
Management Review
An independent review of the documented environmental and
quality program to ensure it meets requirements, a review of
the effectiveness of the corrective action program, and review
of effectiveness of the quality program.
Nonconformance
Any departure from specified requirements.
Organization
Company, corporation, firm, enterprise, authority or institution,
or part there of, whether incorporated or not, public or private,
that has its own functions and administration.
Policy
The sum of management decisions for all questions associated
with a given subject.
Prevention of Pollution
Use of processes, practices, materials, or products that avoid,
reduce or control pollution, which may include recycling,
treatment, process changes, control mechanisms, efficient use
of resources and material substitution.
Procedure
Descriptions of activities critical to the maintenance of quality,
describing with whom, what, when, where, and how an activity
is carried out. It is not unusual for procedures to be multidepartmental in makeup.
System
An inter supportive aggregation of activities that exists when
data are gathered and analyzed and the resulting information is
used to produce an intended result; in most cases people are
involved and, in some cases, equipment of various types is
also involved.
Traceability
The ability to determine through historical records the source
and processing of product shipped and its make up. This also
includes the ability to track shipments in process.
Work Instructions
Documents that tell how to do something rather than when,
where, or with whom; a detailed step-by-step description of a
work activity. Many times work instructions are relevant to a
single organization.
4 LELSMARCI Q&E (Quality and Environmental) Systems
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4.1 General Requirements
Our organization has established, documented, implemented and maintains our LELSMARCI Q&E System and
continually improves its effectiveness in accordance with the requirements of ISO 9001:2000 and ISO
14001:1996.
Our organization has:

Identified the processes needed for the LELSMARCI Q&E Systems and their application
throughout our organization (see 1.2),
Determined the sequence and interaction of these processes,
Determined criteria and methods needed to ensure that both the operation and control of
these processes are effective,
Ensures the availability of resources and information necessary to support the operation
and monitoring of these processes,
Monitors, measures and analyses these processes, and
Implements actions necessary to achieve planned results and continual improvement of
these processes.





These processes are managed by our organization in accordance with the requirements of this manual.
Where our organization chooses to outsource any process that affects product conformity with requirements,
our organization ensures control over such processes. Control of such outsourced processes are identified
within the LELSMARCI Q&E Systems.
NOTE Processes needed for the LELSMARCI Q&E Systems referred to above include processes for
management activities, provision of resources, product realization and measurement.
4.2 Documentation Requirements
4.2.1 General
The LELSMARCI Q&E Systems documentation includes:
a)
b)
c)
d)
Documented statements of a quality policy and quality objectives,
A quality manual (this document),
Documented procedures required by ISO 9001:2000 and ISO 14001:1996,
Documents needed by our organization to ensure the effective planning, operation and
control of its processes, and
e) Records required by this manual and ISO 9001:2000 and ISO 14001:1996 (see 4.2.4).
Three levels of written media provide the basis for our documented quality and environmental system. They are
LELSMARCI Policies (contained is this Quality Manual), LELSMARCI Procedures and the LELSMARCI Training
Manual. All procedures and the Training Manual are consistent and compatible with the policy governing their
existence, and, where related, are mutually inter supportive. All personnel are trained in the appropriate quality
and environmental system expectations prior to being placed on the job.
Each policy, procedure and Training Manual has an owner whose function is to ensure that portion of the
system is continually followed and updated when necessary. All practices and documented requirements must
match.
NOTE 1:
Where the term "documented procedure" appears within this manual, this means that the procedure
is established, documented, implemented and maintained.
NOTE 2:
The extent of our organization’s Q&E Systems documentation can differ from other organizations
due to:
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a) The size of organization and type of activities,
b) The complexity of processes and their interactions, and
c) The competence of personnel.
NOTE 3:
Documentation can be in any form or type of medium.
4.2.2 Quality and Environmental Systems Manual
Our organization has established and maintains a systems manual (this document) which includes
a) The scope of the Q&E Systems, including details of and justification for any exclusions
(see 1.2),
b) The documented procedures established for the Q&E System, or reference to them, and
c) A description of the interaction between the processes of the Q&E System.
Statement of Scope of the Lelsmarci Transportation Q&E System
The Lelsmarci Transportation Q&E Systems applies to the whole of Lelsmarci Transportation.
Notes:
Line item c) is met by inclusion of elements in, as well as the inputs and outputs of, the various systems maps.
4.2.3 Control of Documents
Documents required by the Q&E System are controlled. Records are a special type of document and are
controlled according to the requirements given in 4.2.4 herein.
A documented procedure is established to define the controls needed:
a)
b)
c)
d)
e)
f)
to approve documents for adequacy prior to issue,
to review and update as necessary and re-approve documents,
to ensure that changes and the current revision status of documents are identified,
to ensure that relevant versions of applicable documents are available at points of use,
to ensure that documents remain legible and readily identifiable,
to ensure that documents of external origin are identified and their distribution controlled,
and
g) to prevent the unintended use of obsolete documents, and to apply suitable identification
to them if they are retained for any purpose.
Only current approved procedures listed on the LELSMARCI Document Matrix and the LELSMARCI Training
Manual are permitted for company operations. The appropriate personnel, prior to initial release for use,
approves all procedures and Training Manual. All company personnel will comply with written policies,
procedures and the Training Manual. Control of these documents is by revision date. Outdated or changed
documentation is promptly removed from the work areas and replaced with current or updated documentation.
All company personnel have the authority to request change and may submit the proposed changes either
verbally or in writing to management at any time.
Supporting Documents / Systems
Lelsmarci Transportation Document Change Control
{Disk File Name: 4.5 Doc_Con.flo}
Lelsmarci Quality System
{Disk File Name: 4.2 Qlty_Sys.flo}
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Lelsmarci Transportation Document Control Matrix
{Disk File Name: LELSMARCI_doc_mtx.xls}
Lelsmarci Training Manual
RESPONSIBILITY: The Operations and Safety Vice President
4.2.4 Control of Records
Records are established and maintained to provide evidence of conformity to requirements and of the effective
operation of the Q&E System. Records are legible, readily identifiable and retrievable. A documented procedure
is established to define the controls needed for the identification, storage, protection, retrieval, retention time
and disposition of records. Disposal of records is determined and defined by the departmental manager
responsible for the record.
The use of ‘White-Out’ by our organization employees has been determined to be incompatible with use on
quality records and is not allowed, but may be used by individuals in other circumstances.
Records and forms used are identified in this manual, in procedures and in our Training Manual. Typically forms
used by Lelsmarci are purchased or are forms supplied by our customer, which are not internally controlled.
These forms and their usage are described in the Training Manual. Once these forms are filled in they become
part of our record system and are subject to the controls mentioned in 4.16.
The Freight Bill is the heart of our quality records and is used as the basis of our ability to demonstrate quality
performance and identify improvement opportunities throughout company operations.
Records are maintained primarily on paper and all permanent records are stored in the office locations as
indicated in the document matrix. Computer records are typically temporary and are made into hard copies
when orders are completed. Information related to environmental and quality performance is included in our
records, which provides the basis of performance of our environmental and quality system reviews.
No record alteration is permitted. If changes must be made to any record, it will be accomplished by lining out
the original entry and writing the new information adjacent to the old. The individual will sign and date the
change adjacent to the change.
Required Records
Environmental and quality records record the achievement of requirements and effective operation of the
environmental and quality system. These records, their location and duration status are referenced in our
Document Control Matrix. Documentation of all individuals who have completed Driver Training and Orientation
are kept on file by the Vice President Of Operations and Safety with the Lelsmarci Transportation Training
Manual.
Storage and Disposal
Records are maintained in the locations and for the minimum time specified in the above table. Records may be
stored for longer periods, which is up to the local authority responsible for storage.
Forms Control
Forms are typically ordered from J. J. Keller and Associates and are not subject to form control. Forms
generated internally are identified in the appropriate Quality Procedure. This Quality Manual does not control
DOT inspection forms.
Supporting Documents / Systems
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Lelsmarci Transportation Quality System
{Disk File Name: Qlty_Sys.flo}
Lelsmarci Transportation Document Control Matrix
{Disk File Name: LELSMARCI_doc_mtx.xls}
Lelsmarci Training Manual
RESPONSIBILITY: The Operations and Safety Vice President
5 Management Responsibility
5.1 Management Commitment
Top management provides evidence of its commitment to the development and implementation of the Q&E
System and continually improving its effectiveness by:
a) communicating to our organization the importance of meeting customer as well as
statutory and regulatory requirements,
b) establishing the environmental and quality policies,
c) ensuring that environmental and quality objectives are established,
d) conducting management reviews, and
e) ensuring the availability of resources.
Note:
Line item a) is best assessed through a discussion with the Management Representative. Evidence can be
derived through interviews with our employees.
5.2 Customer Focus
Top management ensures that customer requirements are determined and are met with the aim of enhancing
customer satisfaction.
Note:
See 7.2.1 and 8.2.1
5.3 Quality and Environmental Policies
Our Quality Policy
Lelsmarci Transportation makes a commitment to fully understand our customer's needs; and then to meet or
exceed the expectations through the correct performance of required tasks on time and defect free every time.
"A CARRIER WHO CARES"
Top management ensures that the quality and environmental policies:
a) iare appropriate to the purpose of our organization,
b) include a commitment to comply with requirements and continually improve the effectiveness of the
Q&E System,
c) provide a framework for establishing and reviewing objectives,
d) are communicated and understood within our organization, and
e) are reviewed for continuing suitability.
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Lelsmarci Transportation provides safe and reliable transportation services for all types of consumers
appropriate to our business base. The nature of Lelsmarci Transportation activities places particular emphasis
on meeting the needs of our customers. Because of this we supply a transportation service that is safe, reliable,
and economical.
During the early phase for our services, all safety and regulatory requirements are identified and communicated
throughout company operations. Our customers’ product safety is considered and is paramount to our
operations. Our customers provide shipping instructions. Our customers, using their loading equipment and
standards, perform loading activities. When shipment tracing is a requirement, our in-house record keeping
system and timely communication with the drivers in route provides this necessary information.
It is our objective to establish and maintain a Q&E System that ensures all our services meet all contractual and
regulatory requirements. Our Quality Policy documents are committed to quality and customer satisfaction. Our
management is fully committed and ensures this policy is understood, implemented and maintained throughout
all levels of the company.
We are fully committed to implementing a quality system that meets or exceeds the customer requirements. Our
intention is to continually improve all our management processes and operate in an environment where
prevention of service deficiencies is paramount.
Our Environmental Policy
Lelsmarci Transportation is committed to comply with all applicable environmental legislation and other related
requirements. Lelsmarci Transportation is further committed to continuous reduction and prevention of pollution.
Lelsmarci Transportation objectives and targets, focused on aspects and impacts appropriate to our industry,
are set and reviewed through our management review process. Objectives and targets are accomplished
through our Q&E System based on continuous improvement, team involvement, and employee development.
Our environmental policy:
a) Is appropriate to the nature, scale and environmental impacts of our activities and services;
b) Includes a commitment to continual improvement and prevention of pollution;
c) Includes a commitment to comply with relevant environmental legislation and regulations, and with other
requirements to which our company subscribes;
d) Provides the framework for setting and reviewing environmental objectives and targets;
e) Is documented, implemented and maintained and communicated to all employees;
f) Is available to the public.
Our environmental policy is defined by significant aspects as well as objectives and targets.
Legal and Other Environmental Requirements
LELSMARCI identifies and has access to legal and other requirements to which our organization subscribes that
are applicable to the environmental aspects of our activities and services.
Environmental Objectives and Targets
LELSMARCI has established and maintains a documented system for determination of environmental objectives
and targets at each relevant function and level within our organization as detailed in our Environmental Aspects
Analysis document.
When establishing and reviewing its objectives, we consider legal and other requirements, significant
environmental aspects, technological options and our financial, operational and business requirements, and the
views of interested parties.
The objectives and targets are consistent with our environmental policy, including our commitment to the
prevention of pollution.
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5.4 Planning
5.4.1 Quality and Environmental Objectives
Top management ensures that quality and environmental objectives, including those needed to meet
requirements for product [see 7.1 a)], are established at relevant functions and levels within our organization.
The quality and environmental objectives are measurable and consistent with our quality and environmental
policies.
Environmental Aspects
Our organization has established and maintains a procedure to identify the environmental aspects of activities
and services that we can control and over which we can be expected to have an influence in order to determine
those which have, or can have, significant impacts on the environment. Our organization ensures that the
aspects related to these significant impacts are considered in setting its environmental objectives. Our
organization keeps information up-to-date.
The Initial Review is essentially a combination of studies, including variations of an environmental site
assessment and regulatory compliance audit. It should be noted that many of the procedures and activities
conducted are controlled by external factors. Accordingly, these policies and standards are taken into
consideration when determining if our organization has influence over and can control the aspect.
For the implementation of this system, and then annually thereafter, a review of the site to identify the
environmental aspects and impacts of its activities and products is performed.
5.4.2 Q&E System Planning
Top management ensures that:
a) the planning of the Q&E System is carried out in order to meet the requirements given in
4.1, as well as the quality and environmental objectives, and
b) the integrity of the Q&E System is maintained when changes to the Q&E System are
planned and implemented.
Supporting Documents / Systems
Lelsmarci Transportation Contract Review
{Disk File Name: Con_Rev.flo}
Lelsmarci Training Manual
RESPONSIBILITY: Office Manager
Lelsmarci Transportation Quality System Chart
{Disk File Name: Qlty_Sys.flo}
Environmental Aspects Analysis
{Disk File Name: LELSMARCI-Hazardous_ID-3.xls}
ID-3 is the current revision as of the revision of this manual. The number will increment each time the document
is revised. This manual will not be revised to reflect any/every incremental change, but the document Matrix will
be appropriately updated.
Environmental Regulatory Requirements
{Disk File Name: LELSMARCI-Regulatory_ID-1.xls}
ID-1 is the current revision as of the revision of this manual. The number will increment each time the document
is revised. This manual will not be revised to reflect any/every incremental change, but the document Matrix will
be appropriately updated.
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RESPONSIBILITY: JB and Mike Duckwall
5.5 Responsibility, Authority and Communication
5.5.1 Responsibility and Authority
Top management ensures that responsibilities and authorities are defined and communicated within our
organization. Quality and environmental awareness is the responsibility of everyone at Lelsmarci Transportation.
Improvements and recommended problem solutions are welcomed from all levels. We perform all our activities
in accordance with the quality and environmental policies and requirements stated within this document.
Performance of environmental and quality activities are the responsibility of all company personnel.
Full responsibility and authority to implement the company quality and environmental policies is granted to the
Operations and Safety Vice President or his appointed delegate. All executive managers are responsible for
providing necessary support to fulfill this assignment.
Each executive manager is responsible for quality and environmental performance within his or her sphere of
responsibility.
Within every department of the company, all individuals have full authority to take the steps necessary to
prevent service and environmental nonconformity. This authority includes steps necessary to identify and record
any quality and/or environmental problems, recommend solutions, verify implementation of solutions and ensure
our services do not fail to meet requirements without appropriate customer notifications. Any non-conformance
issue in the system is brought to the attention of the Operations and Safety Vice President or his delegate for
discussion at the next scheduled Management Review Meeting.
5.5.2 Management Representative
Top management has appointed the Operations and Safety Vice President who, irrespective of other
responsibilities, has responsibility and authority that includes
a) ensuring that processes needed for the Q&E System are established, implemented and
maintained,
b) reporting to top management on the performance of the Q&E System and any need for
improvement, and
c) ensuring the promotion of awareness of customer requirements throughout our
organization.
NOTE: The responsibility of a management representative includes liaison with external parties on matters
relating to Lelsmarci’s Q&E System.
The Operations and Safety Vice President or his delegate has the full authority and responsibility as
management representative to ensure Lelsmarci Transportation has a quality and environmental system
implemented and maintained that meets all customer requirements.
Supporting Documents / Systems
Organizational Chart
5.5.3 Internal Communication
Top management ensures that appropriate communication processes are established within our organization
and that communication takes place regarding the effectiveness of the Q&E System.
5.6 Management Review
5.6.1 General
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Top management reviews our organization's Q&E System, to ensure its continuing suitability, adequacy and
effectiveness. This review includes assessing opportunities for improvement and the need for changes to the
Q&E System, including the quality and environmental policies as well as quality and environmental objectives.
Records from management reviews are maintained as quality records (see 4.2.4).
A minimum of two Management Reviews are conducted annually by the Operations and Safety Vice President
with the Quality and Environmental Council in attendance. The council consists of the President, Operations and
Safety Vice President, and Office Managers. The council meets periodically and publishes meeting minutes
which include such information as old business and their action items, participants, any new business consisting
of results of internal audits, results of follow-up actions, decisions made, customer complaints, corrective
actions, customer satisfaction, any trends identified, action items, etc. Records of Management Reviews and
council meetings are documented on the Management Review Form and are maintained.
The meeting also includes a review of the results of any quality and/or environmental system reviews performed
and progress toward accomplishment of objectives and goals.
5.6.2 Review Input
The input to our management review includes information on:
a)
b)
c)
d)
e)
f)
g)
results of audits,
customer feedback,
process performance and product conformity,
status of preventive and corrective actions,
follow-up actions from previous management reviews,
changes that could affect the Q&E System, and
recommendations for improvement.
5.6.3 Review Output
The output from our management review includes any decisions and actions related to
a) improvement of the effectiveness of the Q&E System and its processes,
b) improvement of product related to customer requirements, and
c) resource needs.
Supporting Documents / Systems
Lelsmarci Transportation Organizational Chart
{Disk File Name: Org_Chrt.flo}
Lelsmarci Transportation Management Review Chart
{Disk File Name: Mgmt_Rev.flo}
Lelsmarci Transportation Management Review Form
{Disk File Name: LELSMARCI_mgmt_rev.xls}
Lelsmarci Transportation Management Review Meeting Schedule
{Disk File Name: LELSMARCI_mgmt_rev_sch.xls}
RESPONSIBILITY: Company President
6 Resource Management
6.1 Provision of Resources
Our organization has determined and provides the resources needed
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a) to implement and maintain the Q&E System and continually improve its effectiveness, and
b) to enhance customer satisfaction by meeting customer requirements.
It is incumbent upon all managers to make available necessary trained personnel to accomplish management,
performance of work and verification activities as described herein further clarify verification and auditing
resources. Personnel assigned to participate in audit activities are independent of the activities being reviewed.
Personnel performing verification activities have full authority to act to prevent quality problems from occurring,
or, if they have occurred, to take action to notify the customer.
6.2 Human Resources
6.2.1 General
Personnel performing work affecting product quality and activities related to our environmental system are
competent on the basis of appropriate education, training, skills and experience.
6.2.2 Competence, Awareness and Training
Our organization:
a)
b)
c)
d)
determines the necessary competence for personnel performing work,
provides training or takes other actions to satisfy these needs,
evaluates the effectiveness of the actions taken,
ensures that its personnel are aware of the relevance and importance of their activities
and how they contribute to the achievement of the quality and environmental objectives,
and
e) maintains appropriate records of education, training, skills and experience (see 4.2.4).
All employees performing quality and environmental related tasks are qualified to perform these tasks based
upon education, training and/or experience. The training of specific employees is done using a cross-training
method for the purpose of certain personnel knowing and understanding multiple duties and tasks in the office
environment.
All our employees are trained in the responsibilities relative to their job. Specific need assessments are
performed during Management Review Meetings. Records are maintained of formal training completion and
update training is performed on a scheduled basis or when the need for such training is recognized.
Each department determines training needs based on the tasks and areas of responsibility relative to the
employees duties. Based upon known needs, training courses have been developed and are presented during
new employee introduction and semi annually for certain segments as defined in the Lelsmarci Training Manual
and Quality Procedures. During the internal audit process-training needs may be assessed and
recommendations developed to provide additional training where required. Special skills’ training is
accomplished on a cyclic basis to maintain employee skill levels as necessary. The majority of training activities
is conducted daily as "on the job training" when the need arises.
Supporting Documents / Systems
Lelsmarci Transportation Employee & Driver Training
{Disk File Name: Training.flo}
Lelsmarci Training Manual
RESPONSIBILITY: The Operations and Safety Vice President
6.3 Infrastructure
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Our organization determines, provides and maintains the infrastructure needed to achieve conformity to product
and environmental requirements. Infrastructure includes, as applicable:
a) buildings, workspace and associated utilities,
b) process equipment (both hardware and software), and
c) supporting services (such as transport or communication).
6.4 Work Environment
Our organization determines and manages the work environment needed to achieve conformity to product and
environmental requirements.
NOTE: Infrastructure and Work Environment issues are addressed in various systems, including Design and
Development, Management Review Meetings, Corrective Action outputs and other related systems. This is best
assessed through a discussion with the Management Representative.
7 Product Realization
7.1 Planning of Product Realization
Our product is a service. Our organization plans and develops the processes needed for product realization.
Planning of product realization is consistent with the requirements of the other processes of the Q&E System
(see 4.1).
In planning product realization, our organization determines the following, as appropriate:
a) quality and environmental objectives and requirements for the product;
b) the need to establish processes, documents, and provide resources specific to the
product;
c) required verification, validation, monitoring, inspection and test activities specific to the
product and the criteria for product acceptance;
d) records needed to provide evidence that the realization processes and resulting product
meet requirements (see 4.2.4).
The output of this planning is in a form suitable for our organization's method of operations.
Supporting Documents / Systems
Lelsmarci Training Manual
RESPONSIBILITY: The Operations and Safety Vice President
7.2 Customer-Related Processes
7.2.1 Determination of Requirements Related to the Product
Our organization determines:
a) requirements specified by the customer, including the requirements for delivery and postdelivery activities,
b) requirements not stated by the customer but necessary for specified or intended use,
where known,
c) statutory and regulatory requirements related to the product, and
d) any additional requirements determined by our organization.
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7.2.2 Review of Requirements Related to the Product
Our organization reviews the requirements related to the product. This review is conducted prior to our
organization's commitment to supply a product to the customer (e.g. submission of tenders, acceptance of
contracts or orders, acceptance of changes to contracts or orders) and ensures that
a) product requirements are defined,
b) contract or order requirements differing from those previously expressed are resolved, and
c) our organization has the ability to meet the defined requirements.
Records of the results of review(s) and actions arising from review(s) are maintained as quality records (see
4.2.4).
Where the customer provides no documented statement of requirement, the customer requirements are
confirmed by our organization before acceptance.
Where product requirements are changed, our organization ensures that relevant documents are amended and
that relevant personnel are made aware of the changed requirements.
New Orders
All incoming orders (verbal and written) are reviewed to verify full understanding of customer requirements and
communication of the requirements throughout company operations. Specifically this review includes
equipment and driver availability, load size and weight, shipment pickup and delivery schedules. Differences will
be resolved and our ability to meet the requirements will be agreed to before acceptance of the order. If there
are any difficulties with the customer requirements, management will assure the difficulties are resolved prior to
final acceptance of the order. The issuance of a Freight Bill number is the record of this review activity and are
maintained.
After completion of the review phase management or designated personnel will communicate the requirements
to the appropriate personnel.
Records of written contracts and customer acknowledgements are maintained and filed under the appropriate
category in the customer’s file as mentioned in Section 4.16 Control of Quality Records. Signatures on the
contract signify that the contract has been reviewed for the following:





Place of performance
Schedules
Equipment availability
Personnel availability
Quality Planning Requirements
Differences are reconciled prior to acceptance and signature of the contract.
Revisions
Revisions to contract requirements will be reviewed to the same criteria used in 4.3.1. above. Changes to
requirements will be communicated to all personnel affected by the change. Issuance of these changes will be
in the form of either new Quality Procedures or changes to existing Quality Procedures.
Supporting Documents / Systems
Lelsmarci Transportation Contract Review
{Disk File Name: Con_Rev.flo}
Lelsmarci Transportation Document Control Matrix
{Disk File Name: LELSMARCI_doc_mtx.xls}
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RESPONSIBILITY: Company President
The Operations and Safety Vice President
7.2.3 Customer Communication
Our organization determines and implements effective arrangements for communicating with customers in
relation to:
a)
b)
c)
d)
product information,
environmental issues,
enquiries, contracts or order handling, including amendments, and
customer feedback, including customer complaints.
NOTE: Customer Communications issues are addressed in various systems. This is best assessed through a
discussion with the Management Representative.
7.3 Design and Development
Lelsmarci does not design product or services.
7.4 Purchasing
7.4.1 Purchasing Process
Our organization ensures that purchased product conforms to specified purchase requirements. The type and
extent of control applied to the supplier and the purchased product is dependent upon the effect of the
purchased product on subsequent product realization or the final product.
Our organization evaluates and selects suppliers based on their ability to supply product in accordance with our
organization's requirements. Criteria for selection, evaluation and re-evaluation are established. Records of the
results of evaluations and any necessary actions arising from the evaluation are maintained as quality records
(see 4.2.4).
As a transportation service provider, Lelsmarci Transportation leases tires, batteries and trailers. Leasing these
resources allows Lelsmarci Transportation to provide their customers with continuously safe, quality equipment.
Lelsmarci Transportation uses subcontracted owner operators as one means of drivers. There are a number of
specific requirements these owner operators must conform to in order to meet both Lelsmarci Transportation
and the Department of Transportation’s requirements. Each owner operator is evaluated on the basis of their
ability to meet these requirements. Even after subcontracted owner operator services have been purchased, it is
Lelsmarci Transportation’s policy to periodically monitor their performance to see that they are adhering to
requirements.
7.4.2 Purchasing Information
Purchasing information describes the product to be purchased, including, where appropriate:
a) requirements for approval of product, procedures, processes and equipment,
b) requirements for qualification of personnel, and
c) Q&E System requirements.
Our organization ensures the adequacy of specified purchase requirements prior to their communication to the
supplier.
7.4.3 Verification of Purchased Product
Our organization has established and implemented inspection or other activities necessary for ensuring that
purchased product meets specified purchase requirements.
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Where our organization or its customer intends to perform verification at the supplier's premises, our
organization will state the intended verification arrangements and method of product release in the purchasing
information.
The following is a list of the requirements that apply to all subcontracted owner operators seeking employment
with Lelsmarci Transportation:



Subcontractor must fill out an application.
Each subcontractor must show evidence of a valid Commercial Drivers License.
Each subcontractor must have less than 5 moving violations in a 2-year period and must have less
than a total of 6 points in a 3-year period.
Each subcontractor must have a current physical meeting all of the specifications as required by the
Department of Transportation.
Each subcontractor is required to take a pre-employment drug screening test, as well, and must
pass a past employment verification check for the previous 2 years.
Each subcontractor is required to show proof of at least 2 years driving experience while operating a
tractor and trailer.
Each subcontractor must complete an open book written driving test as designed by the Department
of Transportation and distributed by J.J. Keller and Associates.
Each subcontractor must provide proof that he/she possesses his or her own bobtail insurance.
Each subcontractor is required to possess a tractor from the year 1990 or better. Later model
trucks will be allowed depending on their condition and maintenance record.
Each subcontractor must have their tractor inspected by our maintenance supervisor to ensure it
meets Lelsmarci Transportation’s and the Department of Transportation’s requirements of a safely
operable commercial vehicle. (Each subcontractor’s vehicle must then be inspected quarterly and
annually to see that these requirements are being upheld.)
Each subcontractor is required to receive an orientation program designed by Lelsmarci
Transportation’s executive management. Once this program has been completed, each
subcontractor is required to sign off as evidence of his or her acceptance of Lelsmarci
Transportation’s Alcohol & Drug Policy and Company Policy.








Supporting Documents / Systems
Lelsmarci Training Manual
Individual Employee File
Individual Inspection Reports (Home Office / Maintenance Supervisor’s Office)
RESPONSIBILITY: The Operations and Safety Vice President
7.5 Production and Service Provision
7.5.1 Control of Production and Service Provision
Our organization plans and carries out production and service provisions under controlled conditions. Controlled
conditions include, as applicable
a)
b)
c)
d)
e)
f)
the availability of information that describes the characteristics of the product,
the availability of work instructions, as necessary,
the use of suitable equipment,
the availability and use of monitoring and measuring devices,
the implementation of monitoring and measurement, and
the implementation of release, delivery and post-delivery activities.
All processes related to the service that meets the customer requirements are performed under controlled
conditions and derived through coordination of our contract review cycle.
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Included in our process control system are usage of Quality Procedures and our Training Manual. On time
monitoring of important delivery and timing characteristics, driver qualifications and real time service through
Dispatchers provide positive process controls.
Pick up and delivery operations are managed and scheduled by the dispatchers. Once a determination is made
that orders placed by the customer can be fulfilled, the dispatcher coordinates the scheduled activities with the
driver. The driver acknowledges receipt of the job assignment and proceeds to meet the customer requirements.
Any delays are coordinated with the dispatcher who in turn immediately contacts the customer.
In cases of critical timing shipments, cellular phones with 2-way communication are provided to all of our city
drivers for instant communication with our office and the customer. Communication by the drivers with the
dispatchers is done at least every six hours as a minimum, and more frequently as needed if delays are
expected or for current location updates. Currently, OTR and Intermodal drivers supply their own cellular phones
(some with 2-way communication) for instant communication with dispatch and customers. This allows for
communication in cases of timed delivery to inform the above parties of any delays in making scheduled
deliveries or pick-ups.
Supporting Documents / Systems
Lelsmarci Quality System
{Disk File Name: Qlty_Sys.flo}
Lelsmarci Transportation Process Control
{Disk File Name: Pro_Con_P&G.flo}
{Disk File Name: Pro_Con_Ford.Sptng.flo}
{Disk File Name: Pro_Con_Ford_Shw.flo}
{Disk File Name: Pro_Con_Ford_Btv.flo}
{Disk File Name: Pro_Con_Insp_Rpt.flo}
RESPONSIBILITY: The Operations and Safety Vice President
7.5.2 Validation of Processes for Production and Service Provision
At this time, we do not have any services which we cannot verify the output of by monitoring and measurement.
7.5.3 Identification and Traceability
Our product is a service. Where appropriate, our organization identifies the product by suitable means
throughout product realization. Our organization identifies the product status with respect to monitoring and
measurement requirements. Where traceability is a requirement, our organization controls and records the
unique identification of the product (see 4.2.4).
Freight Bill
Shipment identification is maintained on the Freight Bill throughout all our processes. This identification will
include consideration for shipment tracing when tracing is a customer requirement or is imposed by an external
regulation. Each Freight Bill is traceable to the customer, the items being shipped, the equipment used for
transportation and the dates and times of loading and unloading is a complete description of the services
requested.
Shipment Identification
Each shipment performed by Lelsmarci Transportation is assigned a unique Freight Bill number which is used
throughout the shipping process and on to delivery.
When tracing is required, we track each shipment with an assigned Freight Bill number. Records are maintained
with this information.
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Shipping containers will normally include a number which uniquely identifies the contents (e.g., Freight Bill,
packing slip, Part Number, etc.,). It is the responsibility of the customer to assure appropriate identification is
provided. Verification of these numbered containers or parts will be performed at the time of loading when
specified by the customer.
The inspection and testing of all freight loading and unloading is relative to the situation at hand.
Supporting Documents / Systems
Lelsmarci Training Manual
RESPONSIBILITY: The Operations and Safety Vice President
7.5.4 Customer Property
Not applicable for the services Lelsmarci Transportation provides to its customers. This section is interpreted to
mean that any customer-supplied product that will be processed by the supplier, which will alter its
characteristics, must be controlled. Our services only provide transportation of customer products. Identification
of product, packing and packaging, safe loading and unloading of the product is the customers’ responsibility.
Drivers match the Freight Bill to the packing slip or other external identification for correct entries on the forms.
Drivers may also witness the loading and unloading operations if allowed by the customer.
7.5.5 Preservation of Product
Our organization preserves the conformity of customers product during internal processing and delivery to the
intended destination. This preservation includes handling, packaging, storage and protection.
General
Lelsmarci Transportation has implemented proper measures at all stages of our process to ensure timely pick
up and delivery as well as prevention of damage to the product. When it is required that loads must be removed
from a truck and placed in our warehouse for temporary storage, it is stored in a covered area to prevent
damage from the weather. Our warehouse is designed to handle small pallets or loads for short periods of time
while awaiting transfer to another truck. Controls are used for material transfer and storage, preservation of
existing packaging and timely delivery to the purchaser.
Handling
Lelsmarci Transportation monitors material handling methods when required by the customer and provides
guidance to the customer to prevent product damage from handling problems during Pick Up and Delivery
operations. When it is necessary to transfer loads for freight consolidation the personnel performing the transfer
have been trained in proper handling methods. Additional equipment or training is provided when necessary.
Storage
Material enters and leaves the storage room only with appropriate written authorization and by authorized
personnel. Dispatchers will coordinate the movement and storage of freight in the warehouse. Records of
product shipment are maintained.
Within the warehouse proper storage methods are used. Freight delivered to the warehouse does not require
additional environmental protection (e.g., age-dated material, frozen goods, clean room, etc.). Freight is
protected from the outside weather. Periodic reviews are conducted of storage conditions to verify proper
implementation of company policy.
Packaging
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All containers used for customer shipment of materials are our customers’. It is the responsibility of the customer
to meet their customer and regulatory requirements for protection against electrostatic discharge damage,
vibration, shock, fragility and transit drops. Freight received in the warehouse is not repackaged for shipment.
The condition of the existing packaging is verified at the time of unloading and reloading into the trucks. The
integrity of existing packaging is maintained throughout our operations.
Preservation
All of the equipment used by Lelsmarci Transportation for the transportation of the customers’ freight is done so
by using covered vans or containers. By handling the freight in this manner, the customers’ product is kept out
of direct contact with particular weather elements that would cause damaged to the product. With regard to the
segregation of the customer’s product when it is under Lelsmarci Transportation’s control, rarely will Lelsmarci
Transportation directly handle the freight when it’s in our possession. Occasionally multiple pickups may be
made that are consigned to the same customer. In these cases the freight is segregated by pickup and
individual product identification markings for the consignee as well as individual packing lists. The case may
arise where one pickup has been made that it is consigned to two different locations. In a case such as this, the
freight may be consolidated with other freight for those individual customers. As in the previous case, the
customer’s product is segregated by individual product identification markings and packing lists for that
particular customer.
7.6 Control of Monitoring and Measuring Devices
Our organization determines the monitoring and measurement to be undertaken and the monitoring and
measuring devices needed to provide evidence of conformity of product to determined requirements (see 7.2.1).
Our organization establishes processes to ensure that monitoring and measurement can be carried out and are
carried out in a manner that is consistent with the monitoring and measurement requirements.
Where necessary to ensure valid results, measuring equipment is:
a) calibrated or verified at specified intervals, or prior to use, against measurement standards
traceable to international or national measurement standards; where no such standards
exist, the basis used for calibration or verification are recorded;
b) adjusted or re-adjusted as necessary;
c) identified to enable the calibration status to be determined;
d) safeguarded from adjustments that would invalidate the measurement result;
e) protected from damage and deterioration during handling, maintenance and storage.
In addition, our organization assesses and records the validity of the previous measuring results when
equipment is found not to conform to requirements. Our organization takes appropriate action on the equipment
and any product affected. Records of the results of calibration and verification are maintained as quality records
(see 4.2.4).
Calibration / Inspection of Equipment
Currently, Lelsmarci Transportation has one piece of equipment calibrated and inspected in order to meet
industry standards. The following are the procedures used to calibrate and inspect this equipment in accordance
with State and Federal Governments.
Control Procedures
Lelsmarci Transportation is equipped with an in-ground weigh scale for the use of all Lelsmarci drivers. This
scale is calibrated by a qualified supplier of calibration services to meet the accuracy required by the State and
Federal governments. All calibration and maintenance records are maintained in the Maintenance Supervisors
office. Any other calibrations, inspections, or repair is done more frequently when deemed necessary by the
Maintenance Supervisor.
NOTE: Our organization takes into consideration ISO 10012-1 and ISO 10012-2 for guidance.
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Supporting Documents / Systems
Maintenance Supervisor’s Records of Calibration
RESPONSIBILITY: Maintenance Supervisor
8 Measurement, Analysis and Improvement
8.1 General
Our organization plans and implements the monitoring, measurement, analysis and improvement processes
needed:
a) to demonstrate conformity of the product,
b) to ensure conformity of the Q&E System, and
c) to continually improve the effectiveness of the Q&E System.
This includes determination of applicable methods, including statistical techniques, and the extent of their use.
Lelsmarci Transportation has looked at its business for opportunities to utilize statistical techniques. We have
determined that currently there is no need for statistical techniques within our business processes other than
those within customer reports. Future need(s) for statistical techniques will be considered during management
review meetings.
Pick Up Inspection
All material to be shipped is reviewed and logged by Lelsmarci Transportation Drivers or Spotters.
All material is verified to assure it meets requirements when specified by the customer. This can include checks
to assure packaging of parts, material or containers are suitable for transportation and for proper identification.
Verification will always be made using the latest Freight Bill information. This ensures Lelsmarci Transportation
only gets the parts, materials or containers that meet the latest established requirements. Items that the driver
cannot verify will be annotated on the Bill of Lading or Freight Bill as "Shipper Load and Count".
Any material that does not meet requirements and causes a delay in the shipment is immediately identified to
the customer for resolution. Data from shipment delay activity may be included in the Quality Council meetings.
Delivery Inspection
Delivery Inspection will consist of the Lelsmarci Transportation driver verifying that the load has not been
damaged in transit and getting the Bill of Lading or Freight Bill signed by the receiving agent. Records of the
results of this activity are maintained.
Damaged product is verified by the driver and noted on the Bill of Lading or Freight Bill. It is also important to
write “seal intact” on the signed Freight Bill to absolve Lelsmarci Transportation of any liability to this claim.
Immediate notification to the executive management at Lelsmarci Transportation is required. Management will in
turn notify the customer immediately of the extent and type of damage to the product. Release of the shipment
is the responsibility of the receiving agent.
Inspection and Test Records
Records are maintained that demonstrate delivered product has met all requirements. This data includes all
previously mentioned data requirements related to pass/fail of service performance.
Records of inspections are maintained and include:
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1. Name and location of customer,
2. Ship to Name and location,
3. Number of pieces shipped,
4. Weight of pieces shipped,
5. Pick up and delivery locations, (if other than items 1 or 2 above)
6. Shippers - Bill of Lading
7. Trailer Number
8. If damaged before, during or after shipping, the description of defects, (photographs may be taken as a
matter of record). Immediate notification to management is required. Management will then notify the
customer of extent and type of damage.
9. Date and time of Pick up and Delivery
10. Drivers name.
8.2 Monitoring and Measurement
8.2.1 Customer Satisfaction
As one of the measurements of the performance of the Q&E system, our organization monitors information
relating to customer perception as to whether our organization has met customer requirements. The methods for
obtaining and using this information are defined.
Supporting Documents / Systems
Feedback from customers, drivers, schedulers and the Nonconformance and Corrective Action system. Outputs
are input into Management Review Meetings. This is best assessed through a discussion with the Management
Representative.
8.2.2 Internal Audit
Our organization conducts internal audits at planned intervals in accordance with a schedule to determine
whether the Q&E System:
a) conforms to the planned arrangements (see 7.1), to the requirements of this manual and
to the Q&E System requirements established by our organization, and
b) is effectively implemented and maintained.
Our audit program is planned taking into consideration the status and importance of the processes and areas to
be audited as well as the results of previous audits. The audit criteria, scope, frequency and methods are
defined.
Auditors are not permitted to audit their own work.
The responsibilities and requirements for planning and conducting audits, and for reporting results and
maintaining records (see 4.2.4) are defined in a documented procedure.
Management responsible for the area being audited ensures that actions are taken without undue delay to
eliminate detected nonconformities and their causes. Follow-up activities include the verification of the actions
taken and the reporting of verification results (see 8.5.2).
Internal auditing provides an addition source of information for understanding our quality and environmental
system performance. Internal audits address environmental and quality systems, maintenance operations and
delivery processes. LELSMARCI currently contracts internal audits. The auditor(s) selected are familiar with the
transportation industry, our company's policies and procedures and follow a schedule that is based on the
importance of each audit area. Selection of auditors and conduct of audits ensure objectivity and impartiality of
the audit process.
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Responsibility
Internal audits are out sourced under the control of the Office Manager with assistance from Lelsmarci
Transportation’s project manager. The project manager associated with Lelsmarci Transportation possesses all
the necessary qualifications to be associated with and deal with the applicable ISO standards.
Audit Schedule
All internal audits will be performed in accordance with an importance-based schedule set for January February of each year. The Management Review Team selects the exact day in January or February. All audit
findings of any deficiencies found in the system require a timely corrective action or response within 30 days
and a follow-up of the corrective action’s effectiveness. Written policies, procedures and customer complaints
are used as the basis of the audit in lieu of checklists. Audit results are documented and maintained in the
Internal Audit Quality File.
Annual system audits are conducted by outside agencies to assure compliance with DOT requirements. This
activity is documented and filed in the Internal Audit Quality File. Adverse results are documented and include
the findings of the investigation and corrective action as necessary.
Audit results are reviewed during Management Review Meetings for management attention.
Follow up activities, in the form of daily activities and periodic audits dictated by executive management, will
verify the implementation and effectiveness of the corrective action taken.
8.2.3 Monitoring and Measurement of Processes
Our organization applies suitable methods for monitoring and, where applicable, measurement of the Q&E
System processes. These methods demonstrate the ability of the processes to achieve planned results. When
planned results are not achieved, correction and corrective action is taken, as appropriate, to ensure conformity
of the product.
Supporting Documents / Systems
Lelsmarci Transportation Nonconformance & Complaints
{Disk File Name: Non_Com.flo}
Lelsmarci Training Manual
RESPONSIBILITY: The Operations and Safety Vice President
8.2.4 Monitoring and Measurement of Product
Our organization monitors and measures the characteristics of our service to verify that requirements have been
met. This is carried out at appropriate stages of the realization process in accordance with planned
arrangements (see 7.1).
Evidence of conformity with the acceptance criteria is maintained. Records indicate the person(s) authorizing
release of product (see 4.2.4).
Service delivery does not proceed until the planned arrangements (see 7.1) have been satisfactorily completed
unless otherwise approved by a relevant authority and, where applicable, by the customer.
8.3 Control of Nonconforming Product and Emergency Preparedness / Response
Nonconforming Product
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Our product is a service. Our organization ensures that product which does not conform to requirements is
identified. The controls and related responsibilities and authorities for dealing with nonconforming product are
defined in a documented procedure. Environmental aspect nonconformances are handled by the same system.
Our organization deals with nonconforming product by taking action to eliminate the detected nonconformity.
Records of the nature of nonconformities and any subsequent actions taken are maintained as records (see
4.2.4).
When nonconforming product is detected after delivery, our organization takes action appropriate to the effects,
or potential effects, of the nonconformity.
Delays in Pick Up and Delivery
When delays in pick up or delivery of goods is known, the drivers are responsible for contacting the dispatcher
and describing the delay and for providing an estimated time of arrival. The dispatcher is responsible for
contacting the customer and providing the necessary information on the cause of the delay and the arrival times.
If equipment failure is the cause, the dispatcher will call the maintenance supervisor who is responsible for
arranging for emergency equipment repair services. Once the maintenance supervisor has contacted the
equipment repair services, the driver will coordinate the repair with the Service Company. The driver is
responsible for communicating his status with the dispatcher periodically until he is back on the road.
In cases when the delay is caused by a traffic accident the driver has the responsibility of analyzing the situation
for injuries and damage to equipment, as well as contacting the local authorities for assistance. In cases of
personnel injury to the driver or occupants of the other vehicles, the driver, if physically able, is expected to
provide communication with authorities that can arrange for emergency medical assistance. Once these
arrangements have been made the driver will contact the dispatcher with details of the accident and wait for
more detailed instructions. The dispatcher will contact executive management and the maintenance supervisors
to coordinate the equipment repair services and provide the driver with any additional instructions.
Customer Product Damage
When customer products are detected to have shipping damage the receiving agent will document the nature of
the damage and have the driver concur with the description of the damage. The driver will report the incident
immediately to Lelsmarci Transportation management. The driver will provide a preliminary description of the
damage and the cause. This information will not be discussed with the receiving agent until Lelsmarci
Transportation management has agreed with the descriptions. Lelsmarci Transportation will provide instructions
to the driver for completion of any additional paper work remaining at the receiving dock.
Photographs taken by the driver of the damaged shipment will be filed with the driver’s report and forwarded for
management review.
It is the responsibility of the company receiving the parts, material or containers to review the damage and
determine their usability in accordance with their internal operating systems. Claims for damages will be
handled by the company through proper procedures, with the Insurance Company as our final backup.
Emergency Preparedness and Response
Our organization has established and maintains procedures to identify potential for and respond to accidents
and emergency situations, and for preventing and mitigating the environmental impacts that may be associated
with them.
Our organization reviews and revises, when necessary, our emergency preparedness and response
procedures, in particular, after the occurrence of accidents and emergency situations.
The organization shall also periodically test such procedures where practicable.
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Our organization has prepared and communicated an Emergency Response Plan for potential spills which our
organization might experience. The Emergency Preparedness and Response plan is controlled and maintained
by our Maintenance Supervisor.
Supporting Documents / Systems
See 8.2.3)
Emergency Preparedness and response Plan
8.4 Analysis of Data
Our organization determines, collects and analyses appropriate data to demonstrate the suitability and
effectiveness of the Q&E System and to evaluate where continual improvement of the effectiveness of the Q&E
System can be made. This includes data generated as a result of monitoring and measurement and from other
relevant sources.
The analysis of data provides information relating to:
a) customer satisfaction (see 8.2.1),
b) conformity to product requirements (see 7.2.1),
c) characteristics and trends of processes and products including opportunities for
preventive action, and
d) suppliers.
Supporting Documents / Systems
Data is analyzed in many systems in many ways. This is best explained through a discussion with the
Management Representative.
8.5 Improvement
8.5.1 Continual Improvement
Our organization continually improves the effectiveness of the Q&E System through the use of the quality policy,
quality objectives, audit results, analysis of data, corrective and preventive actions and management review.
Supporting Documents / Systems
Continual Improvement is addressed within our organization through a number of systems including, but not
limited to the Management Review System, the Corrective Action System, the Customer Complaints System
and other relevant systems. This is best explained through a discussion with the Management Representative.
8.5.2 Corrective Action
Our organization takes action to eliminate the cause of nonconformities in order to prevent recurrence.
Corrective actions are appropriate to the effects of the nonconformities encountered.
A documented procedure is established to define requirements for
a)
b)
c)
d)
e)
f)
reviewing nonconformities (including customer complaints),
determining the causes of nonconformities ,
evaluating the need for action to ensure that nonconformities do not recur,
determining and implementing action needed,
records of the results of action taken (see 4.2.4), and
reviewing corrective action taken.
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Lelsmarci Transportation employs various techniques to assure immediate corrective action is taken to minimize
the impact to our customer. Causes of nonconformance are determined as quickly as possible and effective
measures are implemented to prevent their recurrence.
All nonconformances are reviewed immediately to ascertain the cause and needed corrective action
requirements. Nonconformances that adversely impact Pick-up and Delivery times will be documented and
reviewed by the quality council. From this information trends are analyzed and further corrective actions are
taken when necessary. The initiation of documenting the nonconformance addressed, is the responsibility of the
individual receiving the call. This individual is also responsible for completing the Problem Correction Report and
forwarding it to the Operations and Safety Vice President.
The Operations and Safety Vice President, or his designee is responsible for reviewing progress, looking for
repetitive conditions and providing oversight of corrective action performance. The Operations and Safety Vice
President, or his designee, is responsible for the management of quality processes, work operations, dispatcher
and maintenance supervisor coordination, concessions, records, and customer complaints. From these sources
of information the need to take to corrective actions are determined, and implemented when necessary. The
Quality Council will maintain records of these reviews
Corrective action takes many directions and includes such actions as procedure and process changes, retraining, new tools or equipment, etc. A response is due on the corrective actions in a timely manner of no more
than 30 days and follow-ups are performed to verify their effectiveness.
Supporting Documents / Systems
Lelsmarci Transportation Problem / Correction Report
{Disk File Name: LELSMARCI_prob_rpt.xls}
RESPONSIBILITY: The Operations and Safety Vice President
8.5.3 Preventive Action
Our organization determines action to eliminate the causes of potential nonconformities in order to prevent their
occurrence. Preventive actions are appropriate to the effects of the potential problems.
A documented procedure is established to define requirements for
a)
b)
c)
d)
e)
determining potential nonconformities and their causes,
evaluating the need for action to prevent occurrence of nonconformities,
determining and implementing action needed,
records of results of action taken (see 4.2.4), and
reviewing preventive action taken.
Preventive Actions are addressed relative to the situation at hand. Preventive Action is addressed with respect
to all corrective actions by the Operations and Safety Vice President. In some cases preventive actions can be
established to ensure customer satisfaction and minimize the reoccurrence of non-conformance, however, some
instances do arise where preventive action can not be established.
Supporting Documents / Systems
Lelsmarci Transportation Preventive Action Flow Chart
{Disk File Name: Preventive Action.flo
RESPONSIBILITY: The Operations and Safety Vice President
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