Example Quality Manual (TS 16949:2002) Issue A Revision 6 April 2005 Company is a division of Big Brother that was established on 3 April 2000.with three principal objectives: To provide superior technical product management The creation of “value add” through kit manufacturing Consolidation of similar businesses It is an importer and distributor of leading brands including You Name It, and has exclusive licence to the renowned Guru brands. It operates with a staff of about 100 in Sydney and Melbourne. The organization of the business is shown in the organisation chart on Big Brother’s EmployeeConnect website. Individual tasks, responsibilities and authorities are set out in job descriptions on the local server. Competence of personnel performing work affecting product quality is recorded in Company’s skills matrix Activities are managed through a quality system focused on ensuring customer satisfaction and facilitating continuous improvement. Key Value Creation Processes and Interactions (p2) turn customer requirements into customer satisfaction using a suitable infrastructure that includes building maintenance, floor plans, machinery maintenance, server, UPS, PCs, printers, fax, and software licensing,. The documentation for this system is stored electronically on the computer network wherever possible, and is available to all staff . All staff are made aware of the Quality Policy which provides overall guidance. Quality objectives are aligned with business objectives in the Quality Policy. These generate job norms which are reviewed monthly. The objectives themselves are reviewed at least annually at a Management Review Meeting. This meeting follows a standard agenda (QP 1.1 Management Review) and also evaluates performance against these objectives and assesses the ongoing effectiveness of the Quality system. In addition to those documents mentioned above, the documentation of the quality system comprises: Process procedures necessary for the operation of the quality system Process procedures needed for the operation of the realization process and guidance of specific activities Blank forms for the recording of data Records to show the achievement of quality and the effectiveness of the system Registers needed to facilitate access to the above information Documents are accessed electronically from the local network. Hard copies of documents, apart from a master copy, are considered to be uncontrolled. The control of records is described in QP 16.1 Continuous Improvement is managed by the application of the regular team meetings. Internal audits are scheduled so that each activity is audited at least once per year. Changes to documents – to provide clearer guidance, change practices, or to capture improvements already in place – are effected by means of Document and Data Control procedure QP 5.1. Non-conforming product is handled by paper based CA/PA Request , or Urgent Action Hold Request. Issues arising from internal or external audits are recorded on the audit report or the CA/PA Request if required. These records are made to ensure that the appropriate corrective actions are taken and also serve to record preventive actions in the Quality Management System. The system was originally written to conform to the requirements of ISO9002:1994. It has since been developed to conform to IS09001:2000 and to acknowledge the guidance provided by ISO9004:2000. The structure has been changed to group procedures and internal audits under their respective process. The integrity of this system is maintained during any changes to the business. For the purpose of third-party certification the capability is considered to be “, KIn regards to:it assembly and packaging of automotive parts”. Certificate is confined to the Asquith site. In the case of certification to ts 16949::2002, Clause 7.3 Design and Development does not apply within our business processes because the company does not design motor parts from the concept stage. Parts are reproduced from OEM and aftermarket samples. Example Quality Manual (TS 16949:2002) Issue A Revision 6 April 2005 Key Value Creation Processes and Interactions QP 1.3, 2.1, 2.2 2. Quality Objectives QP 3.1,3.2, 3.3,.7.1, 24.1 QP 1. Customer requirements QP 6.1, 6.2 7. Supplier 21.2 4. Product Inputs QP 16.1 QP 8.1, 3.1,3.2, 9.1 3.3, 7.1,24.1 QP 1. Quality Objectives 3. Processing QP 8A. Associated Records 1.4,10.1, 11.1,12.1, 20.1 9. Measure and Analysis QP 13.1, 14.1, 10. Corrective and Preventive Action QP 1.1 11. Management Review 11.1, 15.1, 19 QP 6. Customer Satisfaction 5. Outputs QP 16.1 8B. Associated Records 1.5 QP 22.1 12. Continual Improvement Company Quality Manual Issue A Revision 6 April 2005 Company Quality Policy QUALITY OBJECTIVES CURRENT TARGET 2/05 2/06 Company is committed to providing high quality products, Complaints per month < 5/month <4/month delivered on time, Lines shipped 98.4% 98.85% that meet customer requirements Urgent Action Hold Requests per month < 5 <4 while maintaining a fair profit margin **** ***** **** **** We accomplish this through product and process innovation, Level or increased profit margin each quarter 5% increase in sales volume each quarter Kits per full time employee per month Lines shipped per person per hour 823.4 19.5 900.6 20.7 cost reduction activities, 20% reduction in kitting labour per year 730 K 584 K compliance with ISO 9001 requirements, Certified to ISO 9001:2000 by December 2003 Successfully maintain registration through surveillance audits every 6 months Average lines picked per hour per quarter maintain maintain 58.16 61.75 and increasing sales. and the continual improvement of our Quality Management System. * This information is confidential Company Quality Manual Issue A Revision 6 April 2005 Revision Register Issu e Revision No: Page Nos: Details of Revision Authorised & Approved by Date: A 4 Whole Document Upgrade from ISO9002:1994 to ISO9001:2000 Mr X Sep 03 A 5 Whole Document Upgrade from ISO9001:2000 to include requirements of TS16949:2002 Mr X Jan 04 A 6 Whole Document Completely rewritten following advice that our operations are outside the scope of TS16949:2002. Mrs Y Apr 05