Rocio Floral Group, Inc.
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QUALITY SYSTEMS MANUAL
Rocio Floral Group, Inc.
105 Cut Rose Terrace
Atlanta, GA 30332
Phone: (404) 237-ROSE
Fax: (404) 237-4455
Authorized by:
Mrs. Rocio Sanchez DeLazio
President & CEO
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1.0 INTRODUCTION & PROCESS DIAGRAM
The Rocio Floral Group, Inc., was founded in 1989 by Mrs. Rocio Sanchez DeLazio as a
rolling flower cart serving the Buckhead neighborhood of Atlanta, Georgia. Customers
came to recognize the quality and value of Mrs. DeLazio’s flowers, and the demand for
her flowers soon outstripped her ability to serve customers from a cart. In 1991, Mrs.
DeLazio opened her first retail location, a small flower shop named Rocio’s Floral
Boutique on the corner Peachtree Tangle Circle and South Weiuca. A second shop,
located in Midtown, was added in 1994. In 1996, Mrs. DeLazio oversaw the development
of a flower plantation in Roswell, north of Atlanta. The company went public in 1997 and
changed its name to The Rocio Floral Group. Today the company operates 3 retail floral
boutiques in the Atlanta area and a 50 acre growing plantation. Revenues topped $5
million for the last fiscal year, which accounted for a 15% increase from the year before.
The Company is structured into three divisions:
 Retail Division: The Retail Division is comprised of the three retail shops, and the
sales and customer service functions residing within each.
 Growing Division: This includes all agricultural functions, administration, flower
arrangement design labs, purchasing, and strategic planning.
 Delivery & Transportation Division: This includes a small fleet of refrigerated vans
that carry flower products from the Growing Division to the retail shops, and from the
retail shops to customer locations, when requested.
Please also refer to Appendices A & B, located at the end of this manual, for
additional information related to the organization.
The general sequence and interaction of processes included within the quality
management system is shown below:
Procurement of seeds,
chemicals, & supplies
Planting, growing, and
harvesting of flowers
Transportation of
flowers to retail
locations
Flowers arranged to standard
and custom designs at each
retail locations
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Delivery and/or
customer pick-up of
flower arrangements
The Rocio Floral Group manages these processes in accordance with the requirements of
ANSI/ASQC Q9001:2000.
2.0 SCOPE AND EXCLUSIONS
This Quality Systems Manual describes the functioning of the formal quality system at
Rocio Floral Group, Inc. The scope of the system includes all three divisions, and quality
system registration is maintained under a single corporate certificate. We have adopted
this quality model as the underlying structure of our program of continuous process
improvement.
Two exclusions have been made to the QMS:
7.5.2 Validation of processes for production and service provision
7.5.4 Customer property
Validation of processes for production and service provision has been excluded because
there are no processes that produce outcomes that we are not able to verify. All products
verified at appropriate stages of the process and prior to delivery to customers.
Customer property has been excluded because the Rocio Floral Group does not, nor has it
ever, used customer property in any way.
3.0 QUALITY POLICY
Quality Policy
Rocio Floral Group, Inc.
In the ongoing effort to better serve our many faithful customers, we are committed to the
following principles:
 We will provide what we believe are the freshest and most beautiful flowers
available;
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 We will attempt to continually improve our products and services by setting
aggressive goals for ourselves at all levels of our organization;
 We will always endeavor to provide the best overall value for our customers’ hardearned dollars;
 We will treat our employees with respect and dignity.
Authorized by:
Mrs. Rocio Sanchez DeLazio
President & CEO
4.1 GENERAL REQUIREMENTS
The Rocio Floral Group has established, documented, implemented, maintains and
continually improves its quality management system in accordance with the requirements
of ANSI/ASQC Q9001:2000.
To implement the quality management system, we have done the following:
a) identified the processes needed for the quality management system (see section 1 of
this manual);
b) determined the sequence and interaction of these processes (see section 1 of this
manual);
c) determined criteria and methods required to ensure the effective operation and control
of these processes;
d) ensured the availability of information necessary to support the operation and
monitoring of these processes;
e) measured, monitored and analyzed these processes, and implemented action necessary
to achieve planned results and continual improvement.
Where The Rocio Floral Group chooses to outsource any process that affects product
conformity with requirements, we shall ensure control over such processes. Control of
such outsourced processes shall be identified within our quality management system.
Currently, no outsourcing takes place.
4.2 DOCUMENTATION REQUIREMENTS
4.2.1 General
The quality management system documentation includes:
a) documented statements of a quality policy and quality objectives,
b) a quality manual,
c) documented procedures required in ANSI/ASQ Q9001:2000
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b) documents required by the Rocio Floral Group, Inc., to ensure the effective operation
and control of our processes. These documents may include paper and electronic
documentation.
e) records required by ANSI/ASQ Q9001:2000
The extent of our quality management system documentation was based on a number of
factors, including following:
a) size and type of our organization;
b) complexity and interaction of our processes;
c) competence of our personnel.
4.2.2 Quality manual
Rocio Floral Group has established and maintains a quality manual that includes
a) the scope of the quality management system, including details of and justification for
any exclusions (see section 2 of this manual);
b) the documented procedures established for the quality management system, or
reference to them (see each section of this manual), and
c) a description of the interaction between the processes of the quality management
system (see section 1 of this manual).
4.2.3 Control of documents
Documents required by the quality management system shall be controlled. Records are a
special type of document and shall be controlled according to the requirements given in
4.2.4.
A documented procedure has been established to define the controls needed
a) to approve documents for adequacy prior to issue,
b) to review and update as necessary and re-approve documents,
c) to ensure that changes and the current revision status of documents are identified,
d) to ensure that relevant versions of applicable documents are available at points of use,
e) to ensure that documents remain legible and readily identifiable,
f) 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.
 Document control is a centralized function carried out at the offices of the Growing
Division.
 Refer to document# OP-5.5.6-1 for more information on control of documents.
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4.2.4 Control of records
Records have been established and are maintained to provide evidence of conformity to
requirements and of the effective operation of the quality management system. Records
shall remain legible, readily identifiable and retrievable. A documented procedure has
been established to define the controls needed for the identification, storage, protection,
retrieval, retention time and disposition of records.
 Refer to document# OP-5.5.7-1 for more information on control of quality records.
5. MANAGEMENT RESPONSIBILITY
NOTE: Top management at the Rocio Floral Group is defined as the President and CEO.
5.1 MANAGEMENT COMMITMENT
Top management of the Rocio Floral Group, led by the President & CEO, provides
evidence of their commitment to the development and improvement of the quality
management system by:
a) communicating to the organization the importance of meeting customer as well as
statutory and regulatory requirements,
b) establishing the quality policy,
c) ensuring that quality objectives are established,
d) conducting management reviews, and
e) ensuring the availability of necessary resources.
5.2 CUSTOMER FOCUS
Top management has ensured that customer requirements are determined and are met
with the aim of enhancing customer satisfaction.
5.3 QUALITY POLICY
Top management of the Rocio Floral Group has developed a Quality Policy and ensured
that it:
a) is appropriate to the purpose of the organization,
b) includes a commitment to comply with requirements and continually improve the
effectiveness of the quality management system,
c) provides a framework for establishing and reviewing quality objectives,
d) is communicated and understood within the organization, and
e) is reviewed for continuing suitability.
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The quality policy is shown in section 3 of this manual.
5.4 PLANNING
5.4.1 Quality Objectives
Top management has ensured that quality objectives, including those needed to meet
requirements for product are established at relevant functions and levels within the
organization. The quality objectives are measurable and consistent with the quality
policy.
Records of progress toward achievement of quality objectives are maintained within
the departments at each respective division.
 Refer to document# OP-5.4.1-1 for more information on management of quality
objectives.
5.4.2 Quality Planning
Top management has ensured that
a) the planning of the quality management system is carried out in order to meet the
requirements given in 4.1, as well as the quality objectives, and
b) the integrity of the quality management system is maintained when changes to the
quality management system are planned and implemented.
5.5 RESPONSIBILITY, AUTHORITY AND COMMUNICATION
5.5.1 Responsibility and authority
Top management has ensured that responsibilities and authorities are defined and
communicated within the organization.
5.5.2 Management representative
Top management has appointed a member of management who, irrespective of other
responsibilities, shall have responsibility and authority that includes
a) ensuring that processes needed for the quality management system are
established, implemented and maintained,
b) reporting to top management on the performance of the quality management
system and any need for improvement, and
c) ensuring the promotion of awareness of customer requirements throughout the
organization.
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5.5.3 Internal communication
Top management shall ensure that appropriate communication processes are established
within the organization and that communication takes place regarding the effectiveness of
the quality management system.
Some of these communication media include (but are not limited to) the following:
intranet pages, bulletin board postings, email messages, meetings, company events,
newsletter articles, and memos.
5.6 MANAGEMENT REVIEW
5.6.1 General
Top management reviews the organization's quality management system, at planned
intervals, to ensure its continuing suitability, adequacy and effectiveness. This review
includes assessing opportunities for improvement and the need for changes to the quality
management system, including the quality policy and quality objectives. Records from
management reviews are maintained.
Records of management review are maintained at the offices of the Growing Division.
 Refer to document# OP-5.6-1 for more information on management reviews.
5.6.2 Review input
The input to management review includes (at minimum) information on
a) results of audits,
b) customer feedback,
c) process performance and product conformity,
d) status of preventive and corrective actions,
e) follow-up actions from previous management reviews,
f) changes that could affect the quality management system, and
g) recommendations for improvement.
5.6.3 Review output
The output from the management review includes (at minimum) any decisions and
actions related to
a) improvement of the effectiveness of the quality management system and its processes,
b) improvement of product related to customer requirements, and
c) resource needs.
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6. RESOURCE MANAGEMENT
6.1. PROVISION OF RESOURCES
The organization has determine and provided the resources needed:
a) to implement and maintain the quality management system and continually improve its
effectiveness, and
b) to enhance customer satisfaction by meeting customer requirements.
6.2 HUMAN RESOURCES
6.2.1 General
Personnel performing work affecting product quality shall be competent on the basis of
appropriate education, training, skills and experience.
6.2.2 Competency, awareness, and training
The organization has
a) determined the necessary competence for personnel performing work affecting product
quality,
b) provided training or take other actions to satisfy these needs,
c) evaluated the effectiveness of the actions taken,
d) ensured that its personnel are aware of the relevance and importance of their activities
and how they contribute to the achievement of the quality objectives, and
e) maintained appropriate records of education, training, skills and experience (see 4.2.4).
Records of education, experience, training and qualifications for all employees are
maintained at the offices of the Growing Division.
 Refer to document# OP-6.2-1 for more information on the assignment of personnel,
training, and competency.
6.3 INFRASTRUCTURE
The organization has determined, provided and maintained the infrastructure needed to
achieve conformity to product 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).
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Records of maintenance for all facilities and equipment are maintained at the offices
of the Growing Division.
 Refer to document# OP-6.3-1 for more information on the maintenance of facilities
and equipment.
6.4 WORK ENVIRONMENT
The organization shall determine and manage the work environment needed to achieve
conformity to product requirements.
All retail shops and flower arrangement areas must be maintained within “comfortable”
ambient air temperatures and relative humidities. Flower storage units at the Growing
Division and retail shops must be maintained at 45 degrees F +/- 5 degrees. No other
special provisions related to the work environment are required.
7 PRODUCT REALIZATION
7.1 PLANNING OF REALIZATION PROCESSES
The organization has planed and developed the processes needed for product realization.
Planning of product realization is consistent with the requirements of the other processes
of the quality management system (see 4.1).
In planning product realization, the organization has determined the following, as
appropriate:
a) quality 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.
The output of this planning shall be in a form suitable for our organization's method of
operations. At The Rocio Floral Group, the output of this planning are the documents and
processes comprising the formal management system.
7.2. CUSTOMER-RELATED PROCESSES
7.2.1 Identification of customer requirements
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The organization shall determine
a) requirements specified by the customer, including the requirements for delivery and
post-delivery 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 the organization.
7.2.2 Review of product requirements
The organization shall review the requirements related to the product. This review shall
be conducted prior to the 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 shall ensure that
a) product requirements are defined,
b) contract or order requirements differing from those previously expressed are resolved,
and
c) the organization has the ability to meet the defined requirements.
Records of the results of the review and actions arising from the review shall be
maintained.
Where the customer provides no documented statement of requirement, the customer
requirements shall be confirmed by the organization before acceptance.
Where product requirements are changed, the organization shall ensure that relevant
documents are amended and that relevant personnel are made aware of the changed
requirements.
Records of customer requirements and their review are maintained at each respective
retail shop.
 Refer to document# OP-7.2-1 for more information on customer processes, including
review of product requirements.
7.2.3 Customer communication
The organization has determined and implemented effective arrangements for
communicating with customers in relation to
a) product information,
b) enquiries, contracts or order handling, including amendments, and
c) customer feedback, including customer complaints.
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The primary points of contact with customers exists with the associates in each of our
retail shops. Rocio Floral Group Associates communicate with customers on all relevant
matters, including customer complaints.
 Refer to document# OP-7.2-1 for more information on customer processes, including
customer communication.
7.3 DESIGN AND DEVELOPMENT
7.3.1 Design and development planning
The organization plans and controls the design and development of product.
During the design and development planning, the organization determines
a) the design and development stages,
b) the review, verification and validation that are appropriate to each design and
development stage, and
c) the responsibilities and authorities for design and development.
The organization manages the interfaces between different groups involved in design and
development to ensure effective communication and clear assignment of responsibility.
Planning output is updated, as appropriate, as the design and development progresses.
Records of design and development planning are maintained at the offices of the
Growing Division.
 Refer to document# OP-7.3.1-1 for more information on design planning.
7.3.2 Design and development inputs
Inputs relating to product requirements are determined and records maintained. These
inputs include
a) functional and performance requirements,
b) applicable statutory and regulatory requirements,
c) where applicable, information derived from previous similar designs, and
d) other requirements essential for design and development.
These inputs are reviewed for adequacy. Requirements are complete, unambiguous and
not in conflict with each other.
Records of review and approval for design inputs are maintained at the offices of the
Growing Division.
 Refer to document# OP-7.3.2-1 for more information on design inputs.
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7.3.3 Design and development outputs
The outputs of design and development are provided in a form that enables verification
against the design and development input and are approved prior to release.
Design and development outputs
a) meet the input requirements for design and development,
b) provide appropriate information for purchasing, production and for service provision,
c) contain or reference product acceptance criteria, and
d) specify the characteristics of the product that are essential for its safe and proper use.
Records of review and approval for design outputs are maintained at the offices of the
Growing Division.
 Refer to document# OP-7.3.3-1 for more information on design outputs.
7.3.4 Design and development review
At suitable stages, systematic reviews of design and development are performed in
accordance with planned arrangements (see 7.3.1)
a) to evaluate the ability of the results of design and development to meet requirements,
and
b) to identify any problems and propose necessary actions.
Participants in such reviews include representatives of functions concerned with the
design and development stage(s) being reviewed. Records of the results of the reviews
and any necessary actions are maintained.
Records of design reviews are maintained at the offices of the Growing Division.
 Refer to document# OP-7.3.4-1 for more information on design reviews.
7.3.5 Design and development verification
Verification is performed in accordance with planned arrangements (see 7.3.1) to ensure
that the design and development outputs have met the design and development input
requirements. Records of the results of the verification and any necessary actions are
maintained.
Records of design verification are maintained at the offices of the Growing Division.
 Refer to document# OP-7.3.5-1 for more information on design verification.
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7.3.6 Design and development validation
Design and development validation is performed in accordance with planned
arrangements (see 7.3.1) to ensure that the resulting product is capable of meeting the
requirements for the specified application or intended use, where known. Wherever
practicable, validation is completed prior to the delivery or implementation of the
product. Records of the results of validation and any necessary actions are maintained.
Records of design validation are maintained at the offices of the Growing Division.
 Refer to document# OP-7.3.6-1 for more information on design validation.
7.3.7 Control of design and development changes
Design and development changes are identified and records maintained. The changes are
reviewed, verified and validated, as appropriate, and approved before implementation.
The review of design and development changes include evaluation of the effect of the
changes on constituent parts and product already delivered.
Records of the results of the review of changes and any necessary actions are maintained.
Records of the review of design changes are maintained at the offices of the Growing
Division.
 Refer to document# OP-7.3.7-1 for more information on design changes.
7.4 PURCHASING
7.4.1 Purchasing control
The Rocio Floral Group ensures that purchased product conforms to specified purchase
requirements. The type and extent of control applied to the supplier and the purchased
product shall be dependent upon the effect of the purchased product on subsequent
product realization or the final product.
The organization evaluates and selects suppliers based on their ability to supply product
in accordance with the organization's requirements. Criteria for selection, evaluation and
re-evaluation has been established. Records of the results of evaluations and any
necessary actions arising from the evaluation are maintained.
All records of purchasing are maintained at the offices of the Growing Division.
 Refer to document# OP-7.4-1 for more information on all aspects of purchasing.
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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) quality management system requirements.
The organization ensures the adequacy of specified purchase requirements prior to their
communication to the supplier.
7.4.3 Verification of purchased product
The Rocio Floral Group establishes and implements the inspection or other activities
necessary for ensuring that purchased product meets specified purchase requirements.
Where the organization or its customer intends to perform verification at the supplier's
premises, we shall state the intended verification arrangements and method of product
release in the purchasing information.
7.5 PRODUCTION AND SERVICE PROVISION
7.5.1 Control of production and service provision
The Rocio Floral Group plans and carries out production and service provision under
controlled conditions. Controlled conditions include, as applicable
a) the availability of information that describes the characteristics of the product,
b) the availability of work instructions, as necessary,
c) the use of suitable equipment,
d) the availability and use of monitoring and measuring devices,
e) the implementation of monitoring and measurement, and
f) the implementation of release, delivery and post-delivery activities.
 Refer to work instructions and product specs located at each location within the
company.
Records of maintenance for all facilities and equipment are maintained at the offices
of the Growing Division.
 Refer to document# OP-6.3-1 for more information on the maintenance of facilities
and equipment.
7.5.2 Validation of processes for production and service provision
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These is not applicable to The Rocio Floral Group. See the Exclusions near the beginning
of the manual.
7.5.2 Identification and traceability
The Rocio Floral Group identifies the product by suitable means throughout product
realization. We also identify the product status with respect to monitoring and
measurement requirements.
The primary means of product identification for raw floral product (un-arranged flowers)
is the green flower tag. The primary means of identification of arranged flowers is the
blue arrangement tag. All supplies and chemicals are identified by the purchase order
number under which they were purchased.
7.5.3 Customer property
The Rocio Floral Group has never taken possession of, or used, customer property. The
management can not foresee any situations in the future where this would occur.
However, in the event this occurs, we will exercise care with it while it is under our
control or being used. The organization shall identify, verify, protect and maintain
customer property provided for use or incorporation into the product. Occurrence of any
customer property that is lost, damaged or otherwise found to be unsuitable for use shall
be recorded and reported to the customer.
7.5.4 Preservation of product
The Rocio Floral Group preserves conformity of product with customer requirements
during internal processing and delivery to the intended destination. This includes
identification, handling, packaging, storage and protection. This also applies to the
constituent parts of products.
 Refer to document# OP-7.5.4-1 for more information on the preservation of flower
products.
7.5.5 Validation of processes
The Rocio Floral Group has no production or service operations whose resulting output
cannot be verified by subsequent measurement or monitoring. However, should these
processes become established in the future, they will be validated. This includes any
processes where deficiencies may become apparent only after the product is in use or the
service has been delivered.
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Validation shall demonstrate the ability of the processes to achieve planned results.
The organization will define arrangements for validation that shall include the following,
as applicable:
a) qualification of processes;
b) qualification of equipment and personnel;
c) use of defined methodologies and procedures;
d) requirements for records;
e) re-validation.
7.6 CONTROL OF MEASURING AND MONITORING DEVICES
The organization shall identify the measurements to be made and the measuring and
monitoring devices required to assure conformity of product to specified requirements.
Measuring and monitoring devices are used and controlled to ensure that measurement
capability is consistent with the measurement requirements.
Where applicable, measuring and monitoring devices are:
a) calibrated and adjusted periodically or prior to use, against devices traceable to
international or national standards; where no such standards exist, the basis used for
calibration shall be recorded;
b) be safeguarded from adjustments that would invalidate the calibration;
c) be protected from damage and deterioration during handling, maintenance and storage;
d) have the results of their calibration recorded;
e) have the validity of previous results re-assessed if they are subsequently found to be
out of calibration, and corrective action taken.
 The only measuring and monitoring devices currently in use are temperature gauges at
each retail shop, and agricultural scales at the Growing Division.
 Refer to document# OP-7.6-1 for more information on control of measuring and
monitoring devices.
Records of calibration for all facilities are maintained at the offices of the Growing
Division.
8 MEASUREMENT, ANALYSIS, AND IMPROVEMENT
8.1 PLANNING
The Rocio Floral Group shall define, plan and implement the measurement and
monitoring activities needed to assure conformity and achieve improvement. This shall
include the determination of the need for, and use of, applicable methodologies including
statistical techniques.
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8.2 MEASUREMENT AND MONITORING
8.2.1 Customer satisfaction
The Rocio Floral Group monitors information on customer satisfaction as one of the
measurements of performance of the quality management system. The methodologies for
obtaining and using this information are determined.
 Refer to document# OP-8.2.1-1 for more information on our system for monitoring
customer satisfaction.
Records of customer surveys are maintained at the offices of the Growing Division.
8.2.2 Internal audit
The Rocio Floral Group conducts periodic internal audits to determine whether our
quality management system:
a) conforms to the requirements of this International Standard;
b) has been effectively implemented and maintained.
The Rocio Floral Group plans the audit program taking into consideration the status and
importance of the activities and areas to be audited as well as the results of previous
audits. The audit scope, frequency and methodologies shall be defined in documented
procedures or relevant records. Audits are conducted by personnel other than those who
perform the activity being audited.
A documented procedure has been established that includes the responsibilities and
requirements for conducting audits, ensuring their independence, recording results and
reporting to management.
Management takes timely corrective action on deficiencies found during audits.
Follow-up actions include the verification of the implementation of corrective action,
determination of effectiveness, and the reporting of verification results to top
management.
 Refer to document# OP-8.2.2-1 for more information on our internal audit system.
Records of internal audits are maintained at the offices of the Growing Division.
8.2.3 Measurement and monitoring of processes
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The Rocio Floral Group applies suitable methods for measurement and monitoring of
those realization processes necessary to meet customer requirements. These methods
shall confirm the continuing ability of each process to satisfy its intended purpose.
 Refer to arrangement specifications issued to each retail shop.
8.2.4 Measurement and monitoring of product
The Rocio Floral Group measures and monitors the characteristics of the product to
verify that requirements for the product are met. This is carried out at appropriate stages
of the product realization process.
Evidence of conformity with the acceptance criteria is documented. Records shall
indicate the authority responsible for release of product. Product release and service
delivery shall not proceed until all the specified activities have been satisfactorily
completed, unless otherwise approved by the customer.
 Refer to arrangement specifications and verification procedures issued to each retail
shop.
Records of inspection are maintained at each retail shop.
8.3 CONTROL OF NONCONFORMITY
The Rocio Floral Group ensures that product which does not conform to requirements is
identified and controlled to prevent unintended use or delivery. These activities are
defined in a documented procedure.
Nonconforming product shall be corrected and subject to re-verification after correction
to demonstrate conformity. When nonconforming product is detected after delivery or use
has started, the organization shall take appropriate action regarding the consequences of
the nonconformity. It will often be required that the proposed rectification of
nonconforming product be reported for concession to the customer, the end-user,
regulatory body or other body.
 Refer to document# OP-8.3-1 for more information on control of nonconformity.
8.4 ANALYSIS OF DATA
The Rocio Floral Group collects and analyze appropriate data to determine the suitability
and effectiveness of the quality management system and to identify improvements that
can be made. This includes data generated by measuring and monitoring activities and
other relevant sources.
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We analyze this data to provide information on:
a) customer satisfaction and/or dissatisfaction;
b) conformance to customer requirements;
c) characteristics of processes, product and their trends;
d) suppliers.
 Refer to document# OP-8.4-1 for more information on analysis of data.
8.5 IMPROVEMENT
8.5.1 Planning for continual improvement
The Rocio Floral Group plans and manages the processes necessary for the continual
improvement of the quality management system. We facilitate the continual improvement
of the quality management system through the use of our quality policy, objectives, audit
results, analysis of data, corrective and preventive action and management review.
 Refer to document# OP-8.5.1-1 for more information on our system for continual
improvement.
8.5.2 Corrective action
The Rocio Floral Group takes corrective action to eliminate the cause of nonconformities
in order to prevent recurrence. Corrective action is appropriate to the impact of the
problems encountered.
The documented procedure for corrective action defines requirements for:
a) identifying nonconformities (including customer complaints);
b) determining the causes of nonconformity;
c) evaluating the need for actions to ensure that nonconformities do not recur;
d) determining and implementing the corrective action needed;
e) recording results of action taken;
f) reviewing of corrective action taken;
g) verifying effectiveness.
 Refer to document# OP-8.5.2&3-1 for more information on our system for corrective
and preventive action.
Records of corrective and preventive actions are maintained at each retail location and
the offices of the Growing Division.
8.5.3 Preventive action
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The Rocio Floral Group identifies preventive action to eliminate the causes of potential
nonconformities to prevent occurrence. Preventive actions are appropriate to the impact
of the potential problems.
The documented procedure for preventive action defines requirements for:
a) identifying potential nonconformities and their causes;
b) determining and ensuring the implementation of preventive action needed;
c) recording results of action taken;
d) reviewing of preventive action taken;
e) verifying effectiveness.
 Refer to document# OP-8.5.2&3-1 for more information on our system for corrective
and preventive action.
Records of corrective and preventive actions are maintained at each retail location and
the offices of the Growing Division.
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APPENDIX A: Description of overall operations
Executive Management,
Located at offices of
Growing Division
Marketing, customer research, analysis of data, and planning led by the President and CEO
Growing Division,
Roswell, GA
Purchasing, H/R, and Training led by Director of Admininistration.
Agriculture and Floral Design led by the Director of Operations.
Retail Division, Metro
Atlanta, GA. All shops
led by Director of Sales.
Shop #1, Buckhead. Includes in-house sales, customer service, and flower arranging.
Shop #2, Midtown. Includes in-house sales, customer service, and flower arranging.
Shop #3, Dunwoody. Includes in-house sales, customer service, and flower arranging.
Transportation
Division, located at
offices of Growing
Division
4 refrigerated vans, 4 drivers, & 1 maintenance person. Transporation division activities report to the
Director of Operations.
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APPENDIX B: Organizational chart
President & CEO
Director of Sales
Director of
Operations (also
serving as ISO
Management Rep)
Director of
Administration