Operation & Quality Manual Part II

8/8/2019 Operation & Quality Manual Part II

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QUALITY MANUAL

PALACE CONTRACTING CO. DUBAI L.L.C

(PCC)

Prepared By :

Management Representative

Reviewed & Approved By :

Managing Director


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TABLE OF CONTENTS

1.1 Company Profile .................................................................................................................4

1.2 Address ............................................................................................................................. 42.0 Quality Policy .....................................................................................................................53.0 Scope of Quali ty Management System.................................................................................... 54.0 Quality Management System ................................................................................................ 64.1 General Requirements ........................................................................................................................... 64.2 Documentation Requirements ................................................................................................................ 6

4.2.1 General ......................................................................................................................................... 64.2.2 Quality Manual ............................................................................................................................... 6

4.2.2.1 Purpose of Quality Manual ......................................................................................................... 64.2.2.2 Numbering Of Quality Manual ....................................................................................................74.2.2.3 Revision Control ....................................................................................................................... 74.2.2.4 Issue and Issue Control ............................................................................................................7

4.2.3 Document Control .......................................................................................................................... 74.2.4 Record Control ............................................................................................................................... 8

5.0 Management Responsibility .................................................................................................. 95.1 Management Commitment ..................................................................................................................... 95.2 Customer Focus.................................................................................................................................... 95.3 Quality Policy ....................................................................................................................................... 9

5.3.1 Communication of Quality Policy....................................................................................................... 95.4 Planning .............................................................................................................................................. 9

5.4.1 Quality Objectives .......................................................................................................................... 95.4.2 Quality Management System Planning............................................................................................. 10

5.5 Responsibility, Authority and Communication ......................................................................................... 105.5.1 Responsibility and Authority........................................................................................................... 105.5.2 Management Representative.......................................................................................................... 105.5.3 Internal Communication ................................................................................................................ 10

5.6 Management Review ........................................................................................................................... 115.6.1 General ....................................................................................................................................... 115.6.2 Review Input ............................................................................................................................... 115.6.3 Review Output ............................................................................................................................. 11

6.0 Resource Management ...................................................................................................... 12 6.1 Provision of Resources......................................................................................................................... 126.2 Human Resources ............................................................................................................................... 12

6.2.1 General - Assignment of Personnel ................................................................................................. 126.2.2 Competence, Awareness & Training ................................................................................................ 12

6.3 Infrastructure..................................................................................................................................... 126.4 Work Environment .............................................................................................................................. 137.0 Product Realization ...........................................................................................................14 7.1 Planning Of Product Realization ............................................................................................................ 147.2 Customer Related Processes ................................................................................................................ 147.2.1 Determination of Requirements Related to the Product...................................................................... 14

7.2.2 Review of Requirements Related To the Product............................................................................... 147.2.3 Customer Communication.............................................................................................................. 14

7.3 Design and Development ..................................................................................................................... 157.3.1 Design and Development Planning .................................................................................................. 157.3.2 Design and Development Inputs..................................................................................................... 157.3.3 Design and Development Outputs................................................................................................... 157.3.4 Design and Development Review.................................................................................................... 157.3.5 Design and Development Verification.............................................................................................. 157.3.6 Design and Development Validation................................................................................................ 167.3.7 Control of Design and Development Changes ................................................................................... 16

7.4 Purchasing ......................................................................................................................................... 16


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7.4.1 Purchasing Process ....................................................................................................................... 167.4.2 Purchasing Information................................................................................................................. 167.4.3 Verification of Purchased Products .................................................................................................. 16

7.5 Production and Service Operations........................................................................................................ 177.5.1 Control of Production and Service Provision ..................................................................................... 177.5.2 Validation of Process for Production and Service Provision ................................................................. 177.5.3 Identification and Traceability ........................................................................................................ 177.5.4 Customer Property ....................................................................................................................... 187.5.5 Preservation of Product ................................................................................................................. 18

7.6 Control of Measuring and Monitoring Devices ......................................................................................... 188.0 Measurement, Analysis & Improvement ...............................................................................19 8.1 General ............................................................................................................................................. 198.2 Monitoring And Measurement ............................................................................................................... 19

8.2.1 Customer Satisfaction ................................................................................................................... 198.2.2 Internal Audit .............................................................................................................................. 198.2.3 Monitoring and Measurement of Processes ....................................................................................... 208.2.4 Monitoring and Measurement of Product .......................................................................................... 20

8.3 Control of Nonconforming Product ........................................................................................................ 208.4 Analysis of Data ................................................................................................................................. 218.5 Improvement ..................................................................................................................................... 21

8.5.1 Continual Improvement................................................................................................................. 218.5.2 Corrective Action .......................................................................................................................... 218.5.3 Preventive Action ......................................................................................................................... 22

Appendix

o Quality Management Systemo Management Responsibilityo Resource Managemento Measurement, Analysis & Improvemento Manual Revision History


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1.1 Company Profile

Palace Group Co. UAE LLC (PG) is a leading contractor in the field of luxury construction in the U.A.E.

PG is established in 2005 and has successfully completed all its projects comprising Luxury villas,

offices, penthouses , medical centres, schools, factories, warehouses, showrooms, workshops, labour

camps and other government and private projects.

PG has a dynamic top management who is committed to implementing effective Quality Management

System based on ISO 9001 standards. PG has developed business processes at all functions in the

company. PG ensures that its personnel are competent and trained to ensure quality execution of its

construction projects and business processes.

1.2 Address

Palace Contracting Co. Dubai (LLC)

P.O. Box: 78178

Dubai, United Arab Emirates

Tel: (971 4 3319201)

Fax: (971 4 3319202)

Web: www.Palacegroup.ae


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2.0 Quality Policy

Quality Policy

PG is committed to quality of our construction projects that is delivered on time and within budget. PG ensures

that business processes are established, implemented and continually improved to meet and exceed customer

expectations. PG ensures monitoring of process performance through key performance indicators. PG has

established quality objectives to ensure continual improvement of the quality management system. PG ensures

that it meets legal and regulatory requirements, and applicable standards and codes. PG ensures its personnel are

competent and shall develop human resources through training. PG ensures suitable resources are provided to

ensure effectiveness of the quality management system.

Managing Director

3.0 Scope of Quali ty Management System

The scope of the Quality Management System at PG applies to:

Civil Construction

This constitutes the official scope of registration to ISO 9001: 2000 Quality Management Systems Requirements.

No clauses of the ISO 9001 standards are excluded.


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4.0 Quality Management System ISO 9001: 2000 Clause 4.0

4.1 General Requirements ISO 9001: 2000 Clause 4.1

PG has established, documented and implemented a quality management system, and shall continually improve its

effectiveness in accordance with the requirements of ISO 9001: 2000 Standard.

PG has identified processes needed for the quality management system. PG ensures effective operation,

monitoring and control of these processes by ensuring availability resources and information. Where PG chooses to

outsource any process that affects service conformity with requirements, PG shall ensure control over such

processes.

References

Quality Management System High Level Process Map Resource Management High Level Process Map

Management Responsibility High Level Process Map Measurement, Analysis & Improvement High Level Process Map

Master List of Processes

4.2 Documentation Requirements ISO 9001: 2000 Clause 4.2

4.2.1 General ISO 9001: 2000 Clause 4.2.1

The quality management system at PG is structured as described below:

Quality Manual Outlines the quality management system as per the requirements of ISO

9001: 2000 standard.

Process Maps Systems to define and control activities performed.

Specific Documents Documents describing specific requirements. E.g. job description,

specifications, work instructions, master lists, etc.

Forms & Records Document used for recording activity / operational information

4.2.2 Quality Manual ISO 9001: 2000 Clause 4.2.2

4.2.2.1 Purpose of Quality Manual

The quality manual provides an overview of the Quality Management System at PG and its linkage to ISO 9001:

2000 standard. The quality manual does not include procedures, process maps, specifications or work methods.

These are found in the appropriate lower level of documents. All personnel are permitted access to the quality

manual and other quality management system documents, when necessary. The quality manual and its related

systems are reviewed during internal audits to affirm that current practices conform to requirements stated in the

quality manual.


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4.2.2.2 Numbering Of Quality Manual

Each section of the quality manual is numbered as follows. Section No. 1 to 3 for general sections and section No. 4

to 8 for sections addressing ISO 9001: 2000 clauses. The Appendixes consist of the high level processes which are

Quality Management System, Management Responsibility, Resource Management, and Measurement Analysis and

Improvement.

4.2.2.3 Revision Control

Revision number refers to revision of a section of the quality manual, starting from 00 and numerically increasing

by 1 for each revision of the quality manual. The nature of revisions is recorded in the Manual Revision History

and also indicated by a line on the right hand side of the revised section.

4.2.2.4 Issue and I ssue Control

The quality manual is issued on the authority of the Managing Director ofPG. The control of issue is as per process

for Document and Record Control.

References

PG 07.001 Document Control Process Map PG 07.003 Internal Audit Process Map

4.2.3 Document Control ISO 9001: 2000 Clause 4.2.3

Quality manual, procedures, process maps, specific documents and forms carries unique identification number,

document title, revision status, and the signatures (as applicable) of the person who have prepared, checked /

reviewed and approved the document. The documents are controlled as per the process for Document & Record

Control.

Management Representative / Department Head(s) ensures that periodic review (at least yearly) and revision (as

necessary) of all documents. It is ensured that current versions of appropriate documents are available at all

locations where activities essential to the effective functioning of the quality system are performed. Invalid,

superseded and obsolete documents are promptly removed from all points of issue and use. Obsolete documents

required for legal and knowledge preservation purpose are suitably identified. It is ensured that standards,

specifications, codes, regulatory or legal requirements, drawings, other externally originated documents, etc being

used are controlled. It is ensured that controlled and distributed and documents are legible, readily identifiable and

maintained in an orderly manner. Documents are stored and maintained in a way to prevent damage, deterioration

or loss and is readily retrievable.

Reference

PG 07.001 Document Control Process Map


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4.2.4 Record Control ISO 9001: 2000 Clause 4.2.4

Complete and sufficient records are generated in all departments. All quality management system documents

clearly indicate the record pertaining to it. A List of Records is maintained which indicates the responsibility of

maintenance and the period of storage of records. This period is extended if found necessary.

Quality records are indexed, identified, stored and maintained in accordance with the requirements of associated

procedure. Records are stored and maintained in a way to prevent damage, deterioration or loss and is readily

retrievable.

Reference

PG 07.002 Record Control Process Map


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5.0 Management Responsibility ISO 9001: 2000 Clause 5.0

5.1 Management Commitment ISO 9001: 2000 Clause 5.1

The management ofPG is committed to the development and implementation of the quality management system

and continually improving its effectiveness. The management of PG has established quality policy and quality

objectives in line with the requirements of the ISO 9001: 2000 standard. The management ofPG is responsible for

communicating to all functions the importance of meeting, customer, legal and regulatory requirements;

conducting periodic management reviews and evaluating performance of the quality management system; and

ensuring provision of resources such as trained and competent manpower, information technology, equipment,

finance, etc.

References

Management Responsibility High Level Process Map

5.2 Customer Focus ISO 9001: 2000 Clause 5.2

PG understands and strives to meet the needs and expectations of the customers, ensuring total customer

satisfaction. To ensure this objective, the management has provided resources to establish appropriate systems.

Reference

PG 07.005 Key Performance Indicators Process Map PG 07.006 Customer Satisfaction Survey Process Map

5.3 Quality Policy ISO 9001: 2000 Clause 5.3

PG has established a quality policy that is relevant to needs of the organization. PGs management ensures that

the quality policy is communicated and understood by all employees and reviews the quality policy for its continued

suitability during management review meetings. Refer section 2.0 of this Quality Manual.

5.3.1 Communication of Quality Policy

The management ensures that all employees are aware of the requirements of the quality policy. This is being

achieved through displaying quality policy at important locations, training of all staff about quality policy and

objectives and ensuring requirements of the quality management system are informed to employees through issue

and display of the quality management system documents.

5.4 Planning ISO 9001: 2000 Clause 5.4

5.4.1 Quality Object ives ISO 9001: 2000 Clause 5.4.1

PG has established quality objectives at applicable areas in the organization. These objectives are measurable and

consistent with the quality policy and are reviewed by the management and applicable functions at periodic

intervals.


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Reference

PG 01.002 Objectives and Targets Process Map

5.4.2 Quality Management System Planning ISO 9001: 2000 Clause 5.4.2

PG ensures planning is undertaken to ensure effectiveness of processes and achievement of Quality Objectives.

The management ofPG ensures that the integrity of the quality management system is maintained when changes

to the quality management system are planned and implemented.

Reference

PG 01.001 Management Review PG 01.002 Objectives and Targets Process Map

5.5 Responsibility, Authority and Communication ISO 9001: 2000 Clause 5.5

5.5.1 Responsibility and Authority ISO 9001: 2000 Clause 5.5.1

Responsibilities and authorities, including reporting relationships are defined in detailed Job Descriptions for all

positions. This is communicated to all employees. The interrelationships between various sections are illustrated in

the form of Organization Chart.

Management ensures organizational freedom to initiate action to prevent nonconformances, identify quality

problems, and initiate solutions.

References

Job Descriptions Organization Charts

5.5.2 Management Representative ISO 9001: 2000 Clause 5.5.2

PG has appointed a member of management as Management Representative (MR) with the authority and

responsibility for ensuring that the quality management system described in this manual is established,

implemented and maintained at all times.

The MR is responsible for reporting to top management on the performance of the QMS and any need for

improvement, and ensuring promotion of awareness of customer requirements thought the organization.

References

Job Descriptions Organization Charts

5.5.3 I nternal Communication ISO 9001: 2000 Clause 5.5.3

Management of PG ensures effective communication of quality management system requirements through

appropriate channels. Feedback on companys performance improvement is actively encouraged from employees.


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The communication includes, but not limited to, quality policy updates, quality objectives, responsibilities and

authorities, outputs of management reviews, audit results, nonconformance identified within the quality

management system, customer requirements, legal and regulatory issues, areas of improvement and

accomplishments.

Reference

Communication File

5.6 Management Review ISO 9001: 2000 Clause 5.6

5.6.1 General

Top Management reviews quality management system at least once a year to ensure its continuing suitability,

adequacy and effectiveness. Top Management ensures management review includes assessing opportunities for

improvement and the need for changes to the quality management system, including quality policy and quality

objectives.

5.6.2 Review I nput

The inputs to management review meeting include previous meeting minutes and action plans, analysis of

customer complaints and customer satisfaction results, results of internal and external audits, analysis of

nonconformances and status of corrective and preventive actions, performance of quality management system with

respect to objectives and targets, effectiveness of training provided to personnel and recommendations for

improvement activities.

In addition to the above inputs, quality policy & objectives, changes required to quality management system, and

resource requirements and training needs are also reviewed. Other topics shall be discussed as required.

5.6.3 Review Output

The output to management review includes decisions and actions related to improvement of the effectiveness of

the quality system and its processes, improvement of products / service related to customer requirements,

appraisal of suitability of the organizations structure and resources and other strategies and initiatives.

Reference

PG 01.001 Management Review Process Map


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6.0 Resource Management ISO 9001: 2000 Clause 6.0

6.1 Provision of Resources ISO 9001: 2000 Clause 6.1

PG has determined and provided adequate resources including training and competent personnel, information

technology infrastructure, congenial work environment and financial resources to establish, maintain and improve

effectiveness of the quality management system and enhance customer satisfaction by meeting customer

requirements.

Reference

Resource Management High Level Process Map

6.2 Human Resources ISO 9001: 2000 Clause 6.2

6.2.1 General - Assignment of Personnel ISO 9001: 2000 Clause 6.2.1

Management of PG ensures that personnel performing activities influencing quality are competent based on

education, training and experience.

References

PG 03.001 Manpower Requisition & Recruitment PG 03.003 Staff Training

PG 03.002 Staff Performance Appraisal Job Descriptions

6.2.2 Competence, Awareness & Training ISO 9001: 2000 Clause 6.2.2

Management ofPG ensures all personnel are trained on requirements of the quality management system as per

the needs of the position.

Induction training is given to all new employees on QMS requirements. Management Representative / Department

Head identify training needs on a continual basis based on job requirements and employee assessment.

The effectiveness of training is evaluated in terms of enhanced competence of the personnel. Records of training

are maintained and skill improvement and company benefits are discussed in the management review meetings.

Reference

PG 03.001 Manpower Requisition & Recruitment PG 03.003 Staff Training

PG 03.002 Staff Performance Appraisal

6.3 Infrastructure ISO 9001: 2000 Clause 6.3

PG has provided suitable infrastructure such as workspace, hardware and software, transportation facilities, etc

and ensure suitable maintenance of these. The requirements for infrastructure are taken up in the Management

Review meetings and further actions are undertaken.


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Reference


6.4 Work Environment ISO 9001: 2000 Clause 6.4

PG has defined factors that would influence the well being of the personnel and their ability to contribute to

achievement of organization benefits. The requirements for work environment are taken up in the Management

Review meetings and further actions are undertaken.

Reference



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7.0 Product Realization ISO 9001: 2000 Clause 7.0

7.1 Planning Of Product Realization ISO 9001: 2000 Clause 7.1

PG has identified and established processes for provision of its products and services that is consistent with other

processes within the Quality Management System.

PG ensures requirements of processes, products and services are well understood within the organization. PG has

established controls and monitoring requirements for the products, services and processes.

References

Quality Management System High Level Process Map

7.2 Customer Related Processes ISO 9001: 2000 Clause 7.2

7.2.1 Determination of Requirements Related to the P roduct ISO 9001: 2000 Clause 7.2.1

PG has established a process of identifying customer requirements. The information is gathered through review of

customer specified / unspecified requirements, including intended use, requirements about availability, delivery

and support. PG also determines any statutory, regulatory and other requirements related to products and

services.

7.2.2 Review o f Requirements Related To the Product ISO 9001: 2000 Clause 7.2.2

PG reviews the customer requirements before commitment to supply service is made. This is to ensure

requirements are clearly defined for products and services. Any deficiencies in the companys capability shall have

remedial action plans. For requirements verbally notified, the order requirement is confirmed before acceptance.

And any differences in the order, either verbal or written, are resolved before acceptance of the order. Records of

review of customer requirements are maintained by the Department Head.

Where the order requirements are changed, the amendments are reviewed as detailed above. PG ensures the

amendment of relevant documents and notification to relevant personnel.

7.2.3 Customer Communication ISO 9001: 2000 Clause 7.2.3

PG has established effective communication channels with the customer to ensure correct information on theproduct and service. That includes information to avoid potential risks associated with the product and service. PG

ensures proper enquiry and order handling, including amendments and customer complaints. Responses on the

Product / service quality, user expectations are encouraged.

Reference

PG 12.001 Estimation & Tendering


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7.3 Design and Development ISO 9001: 2000 Clause 7.3

7.3.1 Design and Development Planning ISO 9001: 2000 Clause 7.3.1

PG has applied a systematic approach to design and development of products. Consideration is given to systems

that reduce time, cost and risk, and allows quick adaptability to customer requirements.

Design and development plans include stages of design and development process, required review, verification and

validation activities, and responsibilities for design and development activities.

PG ensures effective communication channels are established between various design groups. PG ensures clearly

defined responsibilities for key activities. It ensures selection and approval of appropriate design and development

methods. Plan and associated design documentation are made available to relevant personnel, and are reviewed

and updated as design and development evolves.

PG carry out design internally or establish a partnership approach using external resources.

7.3.2 Design and Development I nputs ISO 9001: 2000 Clause 7.3.2

PG has defined design inputs, which may be external or internal and include customer needs and requirements,

regulatory and legal requirements, contractual requirements, international and national standards, industry codes

of practice and data on existing product. Any input that is incomplete, ambiguous or not fully evaluated in relation

to practical application is subjected to evaluation through subsequent reviews, verification and validation activities.

7.3.3 Design and Development Outputs ISO 9001: 2000 Clause 7.3.3

PG reviews design and development outputs to ensure compliance with design and development input

requirements and provide reference to acceptance criteria.

7.3.4 Design and Development Review ISO 9001: 2000 Clause 7.3.4

PG reviews design and development activities to ensure all design and development activities remain consistent

with each other and overall design and development objectives.

The design and development reviews include representatives of functions concerned with the design stage, and

where necessary external parties. The design and development reviews consider adequacy of design outputs,

decision points, problem area and potential shortcoming. Deficiencies are determined and actions required are

established.

7.3.5 Design and Development Verification ISO 9001: 2000 Clause 7.3.5

PG ensures design and development verification is carried out to ensure outputs are formally checked against the

inputs. The verification activities include reviewing design stage documents before release.


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7.3.6 Design and Development Validation ISO 9001: 2000 Clause 7.3.6

PG ensures design and development validation is carried out to ensure product meets actual user or interested

party needs. Where necessary, partial validation of design and development outputs is carried out to provide

confidence in the future application. Partial validation include reviews involving interested parties and trails of key

aspects of a product.

7.3.7 Control of Design and Development Changes ISO 9001: 2000 Clause 7.3.7

PG ensures design and development changes are controlled, recorded, reviewed and approved by appropriate

personnel before implementation. In order to ensure control on the design and development changes, PG consider

unique identification of different versions of design and development outputs. PCC ensures availability of correct

and accurate information and effective communication of data and information to all parties.

Reference

PG 08.001 Design by Design Department Process MapPG 08.003 Design by Design Department and Assigned ConsultantProcess Ma

PG 08.002 Design by Assigned Consultant Process Map

7.4 Purchasing ISO 9001: 2000 Clause 7.4

7.4.1 Purchasing Process

PG ensures control of its purchasing process to ensure purchased product and service conforms to its quality

requirements. The purchasing process includes identification of purchased product and / or service that have a high

potential impact upon quality, effective supplier selection and monitoring, clear definition of purchasing data and

verification of the purchased product / service.

PG evaluates supplier qualification using evaluation of relevant experience, history of product / service quality,

price, timeliness of delivery and responsiveness to problems, checking reference for customer satisfaction and

financial assessment to assure viability of the supplier throughout the intended period of supply.

PG ensures efficient product / service acceptance using verification resources selectively.

7.4.2 Purchasing Information ISO 9001: 2000 Clause 7.4.2

PG ensures purchasing documentation contain information clearly describing product / service ordered;

requirements for approval or qualification of product / service, procedures, processes, equipment and personnel;

any management system requirements and review and approval for adequacy of the requirements prior to release.

7.4.3 Verification of P urchased Produ cts ISO 9001: 2000 Clause 7.4.3

PG has established and implemented verification activities to ensure purchased product meets specified purchase

requirements. Where PG or its customer intends to perform verification of purchased product at suppliers


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premises, the verification arrangements and method of product release is specified in the purchasing

documentation.

Reference

PG 20.001 Comparison Sheet PG 19.001 Subcontract Procurement

PG 20.002 Material Procurement PG 19.002 Subcontract Agreement Control

PG 20.003 LPO Control

PG 20.005 Vendor Assessment

7.5 Production and Service Operations ISO 9001: 2000 Clause 7.5

7.5.1 Control of P roduction and Service Provision ISO 9001: 2000 Clause 7.5.1

PCC ensures control of its operational activities through availability of clearly understandable procedures, process

maps, work standards or instructions, use and maintenance of suitable facilities, provision of suitable work

environment, implementation of suitable monitoring activities, provision for identifying status of product / service

with respect to required verification activities and suitable methods for release and delivery of product / service.

References

PG 12.002 Budgeting PG 16.005 Submittal Project Quality Plan

PG 15.001 Project Planning for Major Projects PG 16.006 Submittal Document / Drawing

PG 15.002 Project Planning for Small & Medium Projects PG 16.007 Submittal Method Statement

PG 16.001 Project Start-Up PG 16.008 Submittal Material

PG 16.002 Project Execution PG 16.011 Material Quality Control

PG 16.003 Project Completion PG 16.012 Construction Quality Control

7.5.2 Validation of Process for Production and Service Provision ISO 9001: 2000 Clause 7.5.2

PG has determined processes requiring validation, where the resulting output cannot be readily or economically

verified by subsequent monitoring. The arrangements for validation shall include processes to be qualified prior to

use, qualification of equipment or personnel and , use of specific procedures or records.

Reference

PG 16.002 Project Execution PG 16.003 Project Completion

7.5.3 I dentification and Traceability ISO 9001: 2000 Clause 7.5.3

PG has established an identification system that identifies the product or service by suitable means throughout all

realization processes. Where traceability is a requirement, PG controls the identification of product or service to

ensure traceability to original identification and quality status.

References

PG 16.002 Project Execution PG 16.003 Project Completion


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7.5.4 Customer Property ISO 9001: 2000 Clause 7.5.4

For customer supplied product or service, including intellectual property, PG ensures verification of product or service

before acceptance, proper storage and maintenance while under organizations control, and reporting of loss, damage

or unsuitability for use.

References

PG 16.002 Project Execution

7.5.5 Preservation of Product ISO 9001: 2000 Clause 7.5.5

PG ensures during internal processing and final delivery of the product that they are stored, segregated, handled

and protected to maintain their suitability. The products are monitored to prevent potential deterioration over a

period of time.

References

PG 21.001 Transfer of Material from Main Store PG 21.003 Transfer of Materials from Site to Site

PG 21.002 Material Receipt from Supplier PG 21.004 Inventory Control

7.6 Control of M easuring and Monitoring Devices ISO 9001: 2000 Clause 7.6

PG has established a system for control, calibration, maintenance, handling and storage of applicable measuring,

inspection and test equipment used to demonstrate conformance to product specific requirements.

It shall be ensured that measurement uncertainty, including accuracy and precision is known and is consistent with

the required measurement capability.

The calibration is done at specified intervals or prior to use against national or international standards. The record

of calibration includes details if equipment type, unique identification, location, frequency of checks, check method

acceptance criteria, gauge conditions and actual and calibrated readings.

PG is taking appropriate action to safeguard measuring, inspection and test equipment form adjustments that

could invalidate calibration setting. Appropriate handling, preservation and storage techniques shall be used to

maintain accuracy and fitness for use.

Reference

PG 16.017 Calibration Process Map


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8.0 Measurement, Analysis & Improvement ISO 9001: 2000 Clause 8.0

8.1 General

PG has identified and established processes for monitoring, measurement, analysis and improvement to ensure

conformity of product / service to specified requirements and conformity and continuous improvement of the

quality management system.

PG uses appropriate methods, including statistical analysis for measurement, analysis and improvement.

Reference

Measurement, Analysis & Improvement High Level Process Map

8.2 Monitoring and Measurement

8.2.1 Customer Satisfaction ISO 9001: 2000 Clause 8.2.1

PG has established a system of determination and monitoring of satisfaction and dissatisfaction of customer and

other interested parties.

Customer satisfaction is monitored through continuous evaluation of customer suggestions and complaints, and

conducting Customer Satisfaction Feedback Survey once a year. Trends in satisfaction and dissatisfaction are used

for internal improvement. The effectiveness of measures implemented is periodically evaluated.

Reference

PG 07.005 Key Performance Indicators Process Map, PG 07.006 Customer Satisfaction Survey Process Map

8.2.2 Internal Audit ISO 9001: 2000 Clause 8.2.2

PG has established a process for conducting internal audits of the quality management system and related

processes to determine quality management system is established as per the requirements of ISO 9001: 2000, and

effectively implemented and maintained.

The internal audit is scheduled based on the status and importance of activities and the results of previous audits.

Trained and independent auditors are assigned for conducting the audits.

The results of the audit is recorded and communicated to the area audited. The results include activities, areas,

processes audited, nonconformance found, status of previous audit results and recommendations for improvement.

The Department Head responsible for the area audited ensures timely corrective action on the nonconformities

reported.

Reference

PG 07.003 Internal Audit Process Map


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8.2.3 Monitoring and Measurement of Processes ISO 9001: 2000 Clause 8.2.3

PG has established a system for measurement of processes to ensure conformance to specified requirements of

the customer. Department Managers use suitable methods to monitor and measure key characteristics of processes

to demonstrate achievement of planned results. Relevant data is collected and analyzed to demonstrate continual

improvement. Appropriate corrective action is taken when planned results are not achieved. The methods used to

track performance and relevant operational controls for key characteristics of processes are recorded.

Reference

PG 07.005 Key Performance Indicators Process Map

8.2.4 Monitoring and Measurement of Product ISO 9001: 2000 Clause 8.2.4

PG has established a system of measurement of product or service to ensure specified requirements of the

customer are met. Monitoring and measurement criteria include location of monitoring point in the process

sequence, characteristics to be monitored and acceptance criteria, techniques or personnel qualification required

and responsibility for monitoring.

Reference

PG 16.001 Project Start-Up PG 16.011 Material Quality Control

PG 16.002 Project Execution PG 16.012 Construction Quality Control

PG 16.003 Project Completion

8.3 Control of Nonconforming P roduct ISO 9001: 2000 Clause 8.3

PG focuses on improvement through preventing nonconforming product or service reaching the customer. It is the

responsibility of all employees to report discovered or potential nonconformities at any stage of the processes to

prevent unplanned use and application of nonconforming product or service.

PG has defined personnel responsible for responding to nonconformities, taking corrective or preventive actions

and monitoring of related activities.

Nonconforming product or service is reviewed by designated and competent authority. The disposition includes

correction or adjustment to conform to requirements, accepted under concession, with or without correction,

reassigned for alternative valid application and rejected as unsuitable.

Trends related to the nonconforming product or service is analyzed and suitable actions formulated to prevent

occurrence of the nonconformance.

Where nonconforming product or service is detected after delivery or use, PG undertakes action appropriate to the

effects or potential effects of the nonconformity.

Reference

PG 07.003 Internal Audit Process Map PG 16.011 Material Quality Control

PG 07.004 Corrective and Preventive Action Process Map PG 16.012 Construction Quality Control


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8.4 Analysis of Data ISO 9001: 2000 Clause 8.4

PG has established a system for analysis of relevant data in order to assess organization performance relative to

organizational goals, and to identify areas of improvement. The data collected from internal audit reports,

nonconformances, customer complaints and satisfaction results, supplier records and other relevant process

records.

It is ensured that information from all parts ofPG be integrated and assessed to determine overall organizational

performance in major areas. Appropriate statistical techniques are used to analyze the data collected.

Reference


8.5 Improvement ISO 9001: 2000 Clause 8.5

8.5.1 Continual Improvement ISO 9001: 2000 Clause 8.5.1

PG has established a system for improvement processes to achieve continual improvement in all its activities

through the use of the quality policy, quality objectives, audit results, analysis of data, corrective and preventive

actions and management review. PG has allocated appropriate resource for improvement activities.

References

PG 01.001 Management Review Process Map PG 07.003 Internal Audit Process Map

PG 01.002 Objectives and Targets Process Map PG 07.004 Corrective and Preventive Action Process Map


8.5.2 Corrective Action ISO 9001: 2000 Clause 8.5.2

PG has established a system for Corrective Action to prevent reoccurrence of a nonconformance by identifying root

causes, implement timely corrective action to address the identified causes and verify implementation of corrective

action. Nonconformance noticed is investigated and suitable corrective action taken.

Appropriate inputs such as nonconformity reports, audit reports, customer complaints and process reports are

analyzed to identify effective corrective actions. It is ensured that appropriate organizational functions are involved

in the corrective action process.




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8.5.3 Preventive Action ISO 9001: 2000 Clause 8.5.3

PG has established a system for preventive action to rectify potential causes of nonconformities that are identified

based on the nonconformance reports, internal audit reports, customer complaints and operational records.

Feasibility of the proposed actions is assessed and implemented according to a plan. Suitable resources are

allocated and the effectiveness is verified.

Reference




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APPENDIX


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UnderstandCustomer Needs& Expectations

Monitor Legal &Regulatory

Requirements

Define QualityPolicy

Establish QualityManagement

System

Define QualityObjectives

DefineResponsibilities &

Authorities

AppointManagement

Representative

Implement QualityManagement

System

Monitor, Measure andAnalyse effectiveness of

Quality Management

System

Management ReviewInputs

Management Reviews

MANAGEMENT RESPONSIBILITY


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Assessment of ResourceRequirements

Human Resources Training & Competence Infrastructure Work Environment

Management Review

Enhancement of HumanResources

Training Awareness

Competence

Development & Maintenanceof Infrastructure

Workspace Process Equipment

Supporting Services

Development of WorkEnvironment

Porduct / Service Realisation

Monitor, Measure and Analyse

RESOURCE MANAGEMENT


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Customer Feedback

Satisfaction Results

ComplaintsSuggestion

Process / Product /Service Performance

Measurement of KeyProcess / Product /Service Parameters

Audit ResultsInternal QualityAuditsExternal Audits

NonconformanceControl, Corrective &

Preventive Actions

ImprovementRecommendations

ManagementReviews

AnalysisContinual Improvementof Quality Management

System

MEASUREMENT, ANALYSIS & IMPROVEMENT


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Manual Revision History

Section/Subsection

Title Description of Revision RevisionNo.

EffectiveDate

- All Sections First Issue 0 01-07-2010

Review & Approval: Management Representative Managing Director