QMS Manual
MAN – Quality Manual
System: Pakistan Post Foundation Press Quality Management System
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Table of Contents
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Introduction
Purpose
The purpose of this manual is to describe the processes and procedures included within the boundaries of the Quality Management System (QMS), which complies with ISO 9001:2008 requirements. This manual also contains company policies regarding quality.
General
- Demonstrate our capability to consistently provide Offset Printed Material that meet customer requirements.
- Enhance customer satisfaction through the effective application of the QMS.
- Fulfill applicable regulatory requirements within Quality Areas.
- Provide all the employees with a clear understanding of the QMS and the importance of adhering to the procedures and policies of the company.
Access and Control
The current controlled documents are available to all Pakistan Post Foundation Press's employees.
Controlled copies of QMS documents are made available according to the requirements of the employee job description and the Control of Documents Procedure. All documents are managed at CompanyCertification® Compliance Management Solution (CC-CMS) .
Terms and Definitions
Our QMS uses the same internationally recognized terms, vocabulary and definitions included in ISO 9000:2005 Standard.
Acronyms, terms, vocabulary and definitions specific to this manual and annexes at the end of this manual.
1. Company Profile
Description
We have qualitative and technological edge over our competitors in the printing industry. We strongly believe in producing and maintaining highest quality of printing to the entire satisfaction of our clients. We are aiming at capturing the major market share of the printing industry in Pakistan.
We owe our meteoric growth in large part, to the trust of our clientele. This trust is based on a strong emphasis on quality and on-time delivery to our customers as per their specifications. Our successive achievements have made our companies the foremost names in the printing sector in Pakistan.
Our organization provides Offset Printed Material to the markets, which demand high quality and leading edge products as well as on time delivery.
Mission Statement
While conforming to the values of printing industry, it is our mission to produce high quality printing to the entire satisfaction of our customers. We want to continuously improve in technology, quality and client services through efficient utilization of all our resources. We want to remain committed to excel in our productivity which can make us the market leader in printing industry.
Vision Statement
We at PPF want to enhance our market share and be the market leader in the printing manufacturing industry by gaining technological and qualitative edge while remaining focused on customer satisfaction.
Quality Policy
PPF aspires to be the preferred supplier of the products and services that it offers. We intend to achieve this by: 1) Ensuring Satisfaction of Our Customers and all Other Stakeholders. 2) Achieving the Right Quality, at the Right Cost, and at the Right Time. 3) Developing a Quality Management System which Facilitates Continuous Improvement through Measurable Quality Objectives. 4) Ensuring an Environment-Friendly, Healthy and Safe Working Atmosphere. 5) Conforming to all Legal, Regulatory and Ethical Dimensions of Business. Signature: Director Date: ____________ This quality policy is understood, implemented and maintained throughout the Organization. Awareness is created through continuous training.
Our Quality Policy is focused on achieving customer satisfaction by continually improving our processes and products and meeting all contractual and legislative requirements regarding them.
Pakistan Post Foundation Press makes sure this policy is effective by:
- Ensuring that this policy is known to all our employees.
- Providing all necessary resources in order to enhance customer satisfaction and to meet customer requirements.
- Continual improvement of processes based on objectives measurement.
- Compliance with legislative requirements.
- Encouraging feedback from both customers and providers.
The General Manager is responsible for implementing and periodically revising this Quality Policy.
Our Quality objectives defined by General Manager are:
- To satisfy our customer needs and expectations assuring our fulfillment, by giving them competitive products and solutions.
- To increase our company value in order to continue expanding our opportunities.
- To maintain and expand the QMS.
- To develop and implement basic quality training for all our employees.
- To execute a third party customer satisfaction survey and driving improvements based on the result.
2. Scope of the System
The QMS is applied to all production and administration processes, and it encompasses our operations at our facilities located at GPO Compound, Sector - 26, Korangi Industrial Area, Karachi.
Pakistan Post Foundation Press exercises no exclusions in reference to the ISO 9001:2008 standards, since all of its requirements are in effect within our facilities.
Management System
The structure of the QMS is based on processes and roles, responsibilities and authorities of all employees. The processes of the QMS, their interactions, and the procedures list are shown in the sections below.
See Annex 'D' for detail Company Quality Plan
General Processes Diagram
Quality Management Process Diagram
Organization and Responsibility
Organizational Chart
Our Designation Organogram
4.0 Quality System Requirements
4.1 General
The prime commitment of PPF is to establish, document, implement and maintain a quality management system based on the requirements of ISO 9001: 2008. The management is committed to continuously improve the effectiveness of it QMS by:
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Adopting a process approach in which each activity of the organization shall be considered as a “PROCESS”. The adoption of this philosophy enable us to control the out put of each activity..
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Where applicable, PPF will identify each of its processes, their sequence and interaction in Process Flow Charts, Work Instructions and this Quality Manual.
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The method of operation and control of each process is defined in respective work instruction, relevant procedures and quality manual.
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All the processes are continuously monitored for their correctness and effectiveness. The data is also analyzed as defined in clause 8.
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Currently PPF is not requiring any outsourcing will be qualified against established product specifications (Please see Annexure D Quality Plan).
4.1.1 Certification Body/Registrar Notification
In future if any change is planned to be brought to the Scope PPF , then MR will notify the Certification body within 05 working days.
4.2 Documentation Requirements
PPF has established Online Compliance Management System (CC-CMS). A Document Control procedure for controlling and publishing all the documents, to ensure that only the current version of document is available at point of application.
In order to achieve the certification of ISO 9001, PPF has prepared its quality manual, quality plan, procedures, work instruction, process flow charts, drawings, specifications and quality records.
All the documents are approved by the nominated authority prior to use. It is ensured that only the current version of document is available at point of application/online.
Master lists are prepared which indicate the current issue of each document. Distribution record of all documents is also maintained online (CC-CMS).
All the changes in documents are approved before execution. Obsolete documents are promptly removed from point of application.
It is also ensured that documents of external origin are treated according to this system.
Marketing receives and keeps a record of all documents from customers, inclusive of amendments, complaints standards and drawings, and shall retain them as per record procuedure. After review and approval, the documents are distributed to the pertinent department/section heads and their implementation is ensured.
For detail see procedure Control of Document Procedure.
4.3 Control of Records
PPF has established a documented procedure for control of quality records.
Records are generated to ensure the requirements of this standard are met. All the records are properly identified, collected, indexed, filed and stored in proper areas. It is also ensured that records are legible and readily retrievable. "Management Rep. mainatains regulary Quality Record List at (CC-CMS) Online.
Where required contractually records are available for customers and his representatives for evaluation.
The retention period of quality records is defined in Quality Reocrd List. Retention periods are according to agreement with customer requirements where exist.
Records are disposed off by appropriate manner after the retention period.
For detail see procedure Control of Document Procedure
5.1 Management commitment
The top management of PPF is committed to develop, implement, maintain and continuously improve its quality management system effectiveness by:
Communicating the importance of meeting customer satisfaction through regular meetings including legal and regulatory authorities. The departmental head of each department ensures that this is communicated at all levels in their respective department.
Establishing the quality policy.
Establishing measurable quality objectives along with their planning to achieve them.
Providing all the resources required to establish, maintain and continuously improve the QMS.
5.2 Customer Focus
The management of PPF is fully committed to ensure that customer requirements are met at all levels. Customer feedback is taken in this regard, which is properly analyzed to achieve customer satisfaction
5.3 Quality Policy
PPF aspires to be the preferred supplier of the products and services that it offers. We intend to achieve this by:
- Ensuring Satisfaction of Our Customers and all Other Stakeholders
- Achieving the Right Quality, at the Right Cost, and at the Right Time
- Developing a Quality Management System which Facilitates Continuous Improvement through Measurable Quality Objectives.
- Ensuring an Environment-Friendly, Healthy and Safe Working Atmosphere
- Conforming to all Legal, Regulatory and Ethical Dimensions of Business
Signature
(Director)
Date:
This quality policy is understood, implemented and maintained throughout the Organization. Awareness is created through continuous training.
5.4 Quality Objectives
The management of PPF has established measurable quality objectives. These are established and Management Review meetings. "Management Objective Plan" defines the planning to achieve these objectives and Objective Task Record are used for updating Objective Progress. Any new objective can be established with the approval of departmental head or approval in management review meeting.
All Management Objective Plan and Records, Logs are mainiained at (CC-CMS).
For detail see Procedure for Management Objective Planning.
5.5 Quality System Planning
All the documents including quality manual, procedures, and work instruction are utilized for quality planning. (See Annex-D)
Dockets are prepared for each product which define the sequence of operations and Product Specification Sheets define the final requirements of product. Process capabilities are ensured through regular and planned maintenance.
Addtion or change to any processes which can effect the qualiy of product are maintained at (CC-CMS).
5.6 Responsibilities Authorities and Communication
5.6.1 Responsibilities
The responsibilities and authorities of all personnel whose work can affect ‘quality’ are defined in their job descriptions. The responsibilities of key management are defined here:
Responsibilities of Executive Director
He is responsible for the formulation and implementation of the quality policy and quality system, and provision of resources needed for effective implementation of the quality system in the company.
Responsibilities of GM PPF
o Overall supervision including Pre-press work.
o Complete knowledge of work under process and under planning.
o Information on Dispatch of printed material.
o Billing.
o Outstanding of the bills.
o Security Arrangements
Responsibilities of C P M
o Supervision of Planning, Production, and complete responsibility of all work dockets including daily reviewing and supervision of quality and timely production.
o Maintenance of all machines in case of breakdown, etc (not preventive maintenance).
o Preparation of delivery vouchers of CCS items.
o Petty Cash.
o Procurement of packing material (wooden boxes, corrugated cartons, etc.) including miscellaneous items.
o Procurement of store items (paper orders be placed by Manager Administration on instructions from DGM / CPM
o Matter related to utilities (Electricity, Tel. Etc.) including Generators/Diesel/AC’s/UPS & Computer Maintenance.
o Building maintenance (inside and outside)
o All correspondence / quotation / tender documents etc.
o All personnel records / files to be kept updated.
o All matters related to INDENTS
o In addition to above following are also his responsibilities.
- To make Dockets, and to maintain docket registers.
- To make Advance / Sales Tax Invoices.
- List of outstanding bills.
- List of Amount Received / Tax deduction.
- To make supply vouchers (other then CCS) and to chase pending supply vouchers from clients including internal vouchers to PPF Islamabad.
- Complete feeding in Indent Programme.
- Docket status report
- To make summary of indents.
- Dispatching of Railway Tickets.
- Liaison of PTCL Computer Stationery and Laser Bills with production and dispatch.
- Complete supervision of Bar Coding jobs.
- Digital numbering jobs.
- All billing including verification of binding bills of PPF Islamabad.
- To issue/Fax purchase orders in consultation with DGM & store Incharge including maintaining files of the same.
Responsibilities of In Charge Marketing
He is responsible for all correspondence activities with customers. He is to control activities relating to contract review and to execute the sales activities as per laid down procedures. He is also to get customer feedback and analyze it to enhance customer satisfaction.
Responsibilities of In Charge Purchase
He is responsible to arrange purchase of goods and services as per laid down procedures in accordance with the specifications from right source at right quantity and price. He is also responsible to ensure that all the purchased items are environment friendly and also safe to use (see JD’s (JD4-001).
5.6.2 Organizational Interfaces
The management has defined the organizational interfaces in organization charts. The Organo Gram for PPF departments and manpower are given in Appendix A.
It is also ensured that competent personnel are available at all functions and level. The competency is ensured through education, training, skills and experience.
For all decision making activities, cross functional teams are used according to requirements of that particular activity.
5.6.3 Information to Management
MR has to be immediately informed in case of a product, process or system non-compliance by raising a Non-Conformance Report. For details see Control of Non-Conforming Procedure.
5.7 Management Representative
The Management Representative of PPF is the Admin Manager has the responsibility and authority to:
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Ensure that quality system is established, implemented and maintained according to requirements of ISO 9001:2008.
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Reporting the performance of quality system to management in regular management review meeting.Liaison with external bodies.
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Create the awareness of quality system and customer satisfaction.
5.8 Internal Communication
Internal communication in PPF normally takes place via meetings, memos, and telephone, and sometimes notice boards. Different means are used to communicate different information. CC-CMS Online system is used for notifications of all QMS related activities.
5.9 Management Review Meeting
Management review meetings will be held at least annually. All department/section heads will participate in all such meetings. All the elements of ISO 9001:2008 standard are reviewed in this meeting as the agenda could comprise of results of audits, customer feed back, process performance and product conformity, corrective and preventive actions, follow up actions, changes in system and recommendations for improvement.
MRM out puts will be included in the next meeting for the following:
Improvement and effectiveness of the QMS.
Manufacturing of Customer focus products.
Resources required complying with the standards.
MR will record, prepare and circulate the minutes of meeting.
5.10 Customer Satisfaction
PPF has adopted one of the prioritized means of acquiring customer feedback, i.e. through a questionnaire sent to every customer along with the delivery of his products, while keeping the frequency to once a year for key customers. All Records and Logs of Customer Feedback are maintained at (CC-CMS).
Marketing department would have the responsibility of assuring the feedback, be it in this manner or any other that it may deem feasible under the circumstances.
It is ensured that the customer response is timely taken and should cover the vital subjects of quality, delivery, and correspondence. The Customer Feedback form is used for the purpose which once received back shall be recorded and forwarded to Marketing for review and shall finally be scrutinized by Director.
The trends are normally compared with the past data and with the competitors if possible.
6.0 Resource Management
6.1 Provision of Resources
The management of PPF is committed to providing all sorts of resources to define, document, implement and improve the quality management system. The resources also include the trained personnel for management, verification activities and performance of work including internal audits.
6.2 Competence, Awareness and Training
All Employees personel record are maintained at (CC-CMS) Online.
The Quality System of PPF ensures that selection should be done according to needs of its personnel hiring. According to the developments made, the personnel lacking the required knowledge are educated in the relevant subject according to an established training schedule. Otherwise department-wise training schedules are established for new employees for coping up with the applicable job description.
The MR/Department/Section head makes Training Plan at (CC-CMS) for his subordinates. They can nominated trainer carries out the training as planned. Every employee training record is maitained online (CC-CMS) with it which comprises of the training given and the results achieved. The trainer interrogates and examines the performance of the trainee on continuous basis for evaluation.
For detail see Procedure for Training.
6.3 Infrastructure
The current infrastructure fulfills the requirements of PPF in terms of building, work place, process equipment etc. In future if need arises then it will be discussed in management review meetings.
6.4 Work Environment
Management Representative is responsible to make a list of all that requires any special work environment like temperature, humidity etc. Each departmental head is responsible to maintain the work environment. They are also responsible to take the corrective action if required environment is not achieved.
7.0 product realization
7.1 Planning of Product Realization
The organization has developed Work Instructions and Quality Plan which identify each process of the organization. For each type of product, its Specification are collected to establish its quality requirements. The Quality plan also defined the associated documents and records, resource requirements, monitoring and measurement stages and critera of acceptance. Management Representative is responsible to continuously update the quality plan.
7.2 Customer Related Processes
7.2.1 Contract Review
The Marketing department receives the customer’s inquiries and forwards the requests to the Production for review. After gathering inputs the GM forwards the Docket to the relevant departments for acquiring their remarks.
Before forwarding the inquiry, Marketing will ensure the following:
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All the customer requirements are identified including the delivery and post delivery requirements if any.
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If there is a vital or additional requirement for the product but is not mentioned by the customer, then concerned merchandiser will identify it.
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All verbal requirements are recorded by In Charge Marketing.
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In Charge Marketing will also identify any regulatory and statutory requirement if applicable.
All such requirements shall be documented in the Docket File.
In case of amendments required by the customer, the Marketing department issues the Contract Review Sheet (also used for amendments) to GM reviews the feasibility of the change required and consults the relevant production departments if required. Marketing is timely provided the feedback.
7.2.2 Customer Communication
Primarily In Charge Marketing, but also Executive Director and In Charge PPF, are responsible to communicate with the customers regarding product requirements, order status, feedback and customer complaints. They are also responsible to ensure that proper and timely communication takes place. Where relevant, records are also maintained by these authorities.
7.3 Design and Development Planning
7.3.1 Design and development Planning
PPF has established a procedure for plan & control the design and development of the product. All design development information are gathered in Docket file. Furthermore during the design and development planning PPF always determines that:
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The design and development stages.
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The review ,verification and validation that are appropriate to each design and development stage,
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The responsibility and authorities for design and development.
To ensure effective communication and clear assignments of responsibility , planning out shall be updated ,as the design and development progresses.
7.3.2 Designs and Development In puts
Inputs relating to the requirements are identified and records is maintained .These inputs are :
· Functional and performance requirements of client.
· Applicable laws.
· Any information derived from previous similar design.
· Requirements essential for the design and development.
7.3.3 Designs and Development Out puts
PPF has established a procedure for the Out puts of the design are provided that enables verification against the design and development input and be approved prior to release.
Design and Development Outputs should be:
- Meet the input requirements for design.
- Provide the information for purchasing, production and service provision.
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Refer the acceptance criteria the characteristics of the product that are essential.
7.3.4 Designs and Development review
A systematic design and development has been documented in accordance with planned arrangements to evaluate the ability of the results of design and development to meet the requirements and also identify the problem and propose necessary actions.
7.3.4-5 Designs and Development review Verification and Validation
PPF maintains the results of the outputs .verification shall be performed in accordance with arrangements to ensure the design development outputs have meet the requirements.
Validation would be performed in accordance with the resulting product and the specified application or intended use. The validation would be completed prior to the delivery or implementation of the product. The records of the validation will be maintained.
.All Information related to Design Development is maintained in the Docket File.
7.4 Purchasing
PPF has established a documented procedure to describe the methodologies in the organization to procure the material.
7.4.1 Purchasing Process
For the purchase of any service, product or accessory, a purchase requisition is completed and is sent to the Purchase department after review from Central Stores. If required, In Charge Purchase sends out a tender notice or uses any other means to acquire the said requirement in time. He initiates a purchase order and ensures that the order requirements are legible and gets the approval for the purchase from Executive Director. Finance department provides the necessary resources after the required approval.
7.4.2 Approved Material for On-going Production
It is the policy of PPF to procure the material only from approved subcontractors. Any new subcontractor is first evaluated and approved, followed by the issuance of a purchase order.
7.4.3 Government Safety and Environment Regulations
All the purchase material of PPF is in compliance with Government legislation in terms of safety, hazardous, environmental, electrical, electromagnetic and other consideration. In Charge Purchase is responsible to ensure that Government Laws are followed for all purchased material.
7.4.4 Evaluation of Subcontractors
The purchase department is responsible to ensure that items are purchased according to the requirements of PPF.
Purchase department analyzes subcontractors where felt necessary and suggests potential ones to Executive Director for approval. Supplier performance is monitored through observing the quality and delivery of the product. All Supplier Evaluation Record are Maintaiend at CC-CMS as Supplier Evalaution Task Records & Logs which are avaialble at the website.
Supplier Evalaution Plan is initiate annually bt MR for the active approved supplier at CC-CMS. The supplier evalaution and non-conformance history is available with each supplier record at the site.
7.4.5 Verification of Purchased Product
The purchased items are inspected against the relevant purchase order to ensure the required quality, quantity and any other requirements specified therein or defined in the Quality Plan.
For any verification to be carried out at the vendor’s premises, the inspection requirements are clearly specified in the purchase order by PPF, and when required, inspection will be carried out according to the contractual agreement by PPF personnel. If required contractually, PPF customer can visit the subcontractors and the Purchase department will make all the necessary arrangements.
7.5 Production and Service Provision
7.5.1 Control of Production and Service Provision
All Machines & Equipments Records are maintained online at (CC-CMS) which includes Machine List, Equipment List and Plans and Task Records.
PPF has identified and planned the production processes to ensure the quality of product.
All the processes are carried out according to documented Work Instructions.It is also ensured that proper equipment and machinery is available for all the processes performed.
All applicable codes/standards and specifications are identified in specification sheets and all departments are committed to comply with them. Preventive maintenance of all the machines and equipment is carried out according to Preventive Maintenance Plan. Records of maintenance are also maintained at (CC-CMS).
7.5.1.1 Process Monitoring and Operator Instructions
PPF has documented process monitoring and operator instructions in the form of Work Instructions, which includes manufacturing and inspection/testing processes. These instructions are available at all work stations.
Combined, these include the following information:
· Operator name or number.
· Part name/number or Family number.
· Required tools, gauges and other equipment.
· Material identification and disposition instructions.
· Special characteristics.
· Relevant specification/standard.
· Inspection and test instruction.
· Revision date and approval.
· Visual aid.
For all unstable processes, corrective actions are applied according to procedure of corrective and preventive action to make them stable. The corrective action plan includes the timings to rectify the problem and responsibilities. These corrective actions are verified to check the effectiveness.
7.5.1.2 Modified Process Control Requirements
If the requirement/specification or capability/performance of the customer changes then the relevant Product Specification sheet will be amended and Docket is updated likewise to ensure product compliance.
7.5.2 Validation of processes for production and service provision
7.5.2.1 Special Processes
Most manufacturing processes are not special processes -processes which can be verified by subsequent inspection. These include the cutting, printing, packing, storage etc sections are also considered.
These processes are hence qualified on a visual analysis or any other possible technique after taking all the precautionary measures like preventive maintenance, ensuring a properly trained, skilled and experienced staff, efficient machinery, proper implementation of work instructions for the processes and supervisory check on process parameters prior to processing.
7.5.2.2 Preventive Maintenance
The Machine Maintenance Plan of preventive maintenance of all machines and equipment whose work can affect the quality of the product is developed and maintained by MR/Maintenance department at (CC-CMS).
Maintenance department is responsible to continuously Record and update the results of breakdown/preventive maintenance at CC-CMS as "Mainteance Task Record" the results can include information realted to tool wear and tear trends, important characteristics of perishable tooling, fluid analysis, and vibration analysis etc. and product quality to enhance and make preventive maintenance system more effective.
Maintenance department is responsible to make sure that proper inventory of replacement parts of important machines and equipment are available. For all these parts a system of minimum inventory has been established and Stores department is responsible to raise purchase requisition if inventory of any part went below minimum inventory level.
Maintenance department is fully committed by improving the preventive maintenance process by continuously monitoring the breakdown times and effectiveness of preventive maintenance system.
The Mainteance Log for break down and preventive maintenance is avialable at CC-CMS.
7.5.3 Identification and Traceability
The raw material will be identified and traced though store documents i.e. GDN, GRN, MRN, Stock Cards and store ledger. Raw material ordered against a specific Work Order will have the Work Order No. on their respective Stock Cards.
“Product Identification Tag / DOCKET” (PIT) will be attached to all the batches of the Job (finished/semi finished product) by each departmental head/supervisor for identification purposes. All batches whether finished, semi finished or in Raw Material stage will have tags attached to their bins or them, confirming their status.
The job will be traced through Docket/Work Order/Batch Nos./client Name available on the identification tags. In Charge store, while issuing the Product Identification Tags / DOCKET will enter the serial nos. of the tags for reverse traceability. All the related quality and production reports will be traced through Docket/Work Order/Batch No.
The inspection and test status of all inspected/tested products is maintained by appropriate tags and labels or other suitable methods/means.
7.5.4 Customer Property
7.5.4.1 General
Internal customers, i.e. customers from PPF, provide the raw material for processing and may provide any other product that may require to be worked upon as a CSP (Customer Supplied Product). External customers may or may not provide the raw material depending upon their requirements. All such products are identified by proper tagging according to laid out procedures. These are inspected for compliance to the provided specifications. External incoming material is processed through Central Stores.
In case of product loss or damage, AM will intimate the customer through the Marketing department.
7.5.4.2 Customer Owned Tooling/Supplied Product
PPF may also receive some tooling from the customer to assist it in production. These could include drawings and design of the jobs.
QA&C shall ensure permanent, legible and easily visible identification of the tooling by attaching an identification tag. Inspection/testing results compared to the customer provided specifications are used to verify such incoming materials.
7.5.5 Preservation of Product
PPF has established the following procedure for handling, storage, packaging and delivery.
7.5.5.1 Handling
On and off the shop floor, wooden trays/bins will be used to lift and shift the small items, but heavy machinery equipment and raw material will be lifted/shifted with the pallet trolley, mobile crane or lifter as felt applicable. Heavy packages are most carefully handled according to the instructions laid down in pamphlet of operating instructions/cataloges to avoid damage and deterioration
7.5.5.2 Storage
General small items are kept in Central Store and are arranged in shelves of iron racks duly supported with bin cards. Heavy machinery/equipment are stored in the Store yard. For In process material properly identified storage areas are set up to store the relevant items. Small items shall be stored in wooden trays/bins for protection and ease of handling, while large/heavy items will be properly tagged for identification. Central Stores will routinely assess the storage conditions and the quality of items under their custody.
7.5.5.3 Packaging
Depending upon the type of material under consideration, they can be wrapped in polythene bags, bound in wires, packed in cans and drums or in any other means as desired by the customer.
7.5.5.4 Preservation
In order to avoid deterioration due to rust for ferrous products, maintenance through cleaning/oiling/greasing/polythene wrapping is ensured. Where felt necessary, finished products will be kept in wooden crate packing for safe keeping and ease of handling.
Chemicals on the other hand are kept at a required temperature and thoroughly checked for their date of expiry. In case any Chemical approaches its expiry date and there is no possibilities to consume it within its life period, then it is immediately reported to the Head Office for disposal in order to avoid financial loss due to deterioration.
7.5.5.5 Delivery
Where the customer contractually specifies delivery at site, PPF is responsible for protection and preservation of the product during transit including delivery to destination.
Corrective actions are taken if on time delivery is not achieved.
Central Stores ensures the fitness of the delivery vehicle prior to delivery.
7.5.6 Control of Monitoring and Measurement Devices
PPF has established a documented procedure as follows to ensure the proper control, calibration and maintenance of equipment. This is carried out to ensure that measurement uncertainty is known all the times. The previous measurement validation will also be considered at the time of new calibration.
If test software or hardware is used for inspection/testing then it is also controlled, calibrated and maintained in the same manner.
When required by the customer the technical data related to calibration is made available.
7.5.6.1 Control Procedures
All Equpments List, Logs and Record are Maintained at (CC-CMS) online.
Equipment selection for monitoring and measurement depends on the required tolerance and applicability of the equipment for the desired measurement (e.g. shape). All such equipment is subjected to proper identification by stickers or tags.
Each Equipment Calibration Plan along their, intervals are established by PM /MR at (CC-CMS) and are implemented by the department/section head. The last and the next calibration dates are maintained on the identification of the measurement equipment record. If the results of calibration are not satisfactory the equipment is checked for re-calibration or repaired if required, and discarded if hopeless. If the calibration is found to be adequate, then a suitable reaction plan is sought for the product.
To protect the equipment from damage or un-intended use they are kept in proper casings and issued to the department/section staff by the relevant department/section head.
In Charge QA&C maintains the List of Equipments and MR is responsible for regulary update Calibarition Plan at (CC-CMS) .
7.5.6.2 Calibration Services
As mentioned earlier, external calibration services might be required for the calibration of the testing machines after an established period. It is ensured that lab is accredited or at least certified to ISO 9001 if available. And their master standard are traceable.
7.5.6.3 Inspection Measuring and Test Equipment Records
Calibration records are maintained as Calibarion Task Record in accordance to established procedures. In Charge Lab is responsible to keep the Calibration Log at (CC-CMS) for:
· Any out of specification reading.
· Statement of conformance to specification.
· Notification to customer if suspect material or product may have been shipped.
8.0 Measurement analysis and improvement
8.1 General
The management of PPF has planned, implemented and maintained the measurement, analysis and improvement processes needed to:
• Ensure the conformity of the product
• Ensure the conformity of quality management system
• To improve the effectiveness of quality management system
8.2 Monitoring and Measurement
8.2.1 Customer Satisfaction
In Charge marketing and sales is responsible to get the customer feedback on annual basis in order to evaluate the customer satisfaction. “Customer Feedback” form is used in this regards. After the collection of all data, In Charge Marketing analyzes the collective results which are discussed in management review meetings.
8.2.2 Internal Audit
All Audits Plan, Records and Log are maintained at (CC-CMS) online.
In order to check the effectiveness of quality management system, internal audits are conducted after a defined interval according to documented procedure.
Management Representative is responsible to Plan the audit by considering the status and importance of the activity. How ever all the activities are audited at least once a year which includes each operating shifts. In case of any serious non-conformity (internal or external) additional audits are planned by Management Representative.
Trained and independent auditors are used for the audit. A report is generated against each non-conformance, and the audited department defines the root cause and corrective actions.
Follow-up actions are taken to close the non-conformity report.
Records of audits are also maintained by Auditor/Management Representative. These are also an integral part of management review meetings.
For Detail see Internal Audit Procedure.
8.2.3 Monitoring and Measurement of Processes
Each process is monitored by departmental heads and personnel responsible for operation. Inspection and testing is carried out using quality plan and where necessary by comparing the expected resulting product quality with that of actually achieved. Where applicable, processes are measured for accuracy against their expected tolerance levels. This is carried out to ensure that all the processes are carried out under controlled conditions. Statistical techniques are applied where applicable for this cause. Non-Conforming records are used as the source for monitoring each process.
8.2.4 Monitoring and Measurement of Product
8.2.4.1 General
PPF has established a documented procedure to perform the inspection and testing activities in order to ensure that requirements of products are met all the times. All the inspection and testing is carried out according to procedures.
8.2.4.2 Receiving Inspection and Testing
Store checks incoming material against supplied specifications and, if required, may request the assistance of QA&C (applicable to all types of incoming material).
8.2.4.3 In Process Inspection and Testing
Inspection shall be done totally in accordance with the inspection stages and requirements set in Quality Plan/product specification sheet. Where required by a customer or by standard, specified hold points and inspection/test points are identified.
8.2.4.4 Final Inspection and Testing
Final inspection shall be carried out as per product specification sheets. In charge QA&C shall scrutinize the test reports for approval before delivery. The sampling plan for this final inspection would vary depending on the type of job. QA&C inspectors shall check the samples and seek approval from CPM .
8.2.4.5 Inspection and Test Records
Inspection records are maintained by QA&C department. Some copies may be kept with the relevant section heads if required, e.g. copy of dispatch-of-material records shall be kept with In Charge Stores.
8.2.4.6 Lab Testing and Calibration Method
Calibration is carried out periodically to ensure an effective measurement system. Other than the tensile testing machine which is calibrated by an accredited lab (if available in Pakistan, otherwise it is ensured that the lab is at least certified to ISO 9001), all testing apparatuses are calibrated using standard test samples acquired by the test machine manufacturer or an internationally recognized authority.
8.3 Control of Nonconforming Product
8.3.1 General
All Non-Conforming Product Record and Logs are maintaiend at (CC-CMS) as Non-Conforming Product Task Record online.
PPF has established a documented procedure to identify, document, segregate, evaluate and dispose the non-conforming product at all stages. The procedure will also cover the control of suspect product or material.
8.3.2 Suspect Material or Product
Any material whose inspection/test status is uncertain due to any reason will be properly identified according to procedure. A suspect material/product will be investigated according to its specification and if no evidence of non-conformity then it shall be processed according to its process plans.
8.3.3 Review and Disposition of Non-Conforming Product
The responsibility of review and authority of disposition is assigned to MR and the relevant section head respectively.
Different disposition options have been defined in procedures for non-conforming products. These include:
- Repair or Rework,
- Accept with or without repair by concession,
- Re-grade for alternative use/application,
- Rejected or Scrapped,
- Redesign/Re-plan,
- Hold for Evaluation.
Formal authorization will be sought from the customer by PM for any deviation from the product or process design that has been contractually agreed upon with the customer.
Rework actions to be performed by the relevant department/section for rectification will be recorded in the Docket and the product will be re-inspected at the completion of rework.
For Details see Procedure Contorl of Non-Conforming Products.
8.3.4 Corrective and Preventive Actions (CPA)
8.3.4.1 General
All CPA Plans, Records and Logs are maintained at CC-CMS Online.
PPF has developed a procedure to deal with any existing or potential non-conformity including customer’s complaints.
A corrective and preventive action form is developed in this regard which can also be initiated online. Any person can identify the existing or potential non-conformity. The root causes ate determined and appropriate corrective/ preventive actions are taken to eliminate the root causes of existing/ potential non-conformity.
The root causes are determined by applying various problem solving techniques which includes the SPC techniques. For all returned products from the customer due any defect will be properly analyzed by MR to determine the causes of defects. Results of these analyses are maintained by QA&C department. Proper corrective actions are applied to prevent the reoccurrence.
Verification is performed to monitor the implementation of the effectiveness of corrective and preventive actions. The impact of these corrective actions are also assessed for similar other activities where possible.
PPF always follows a defect prevention techniques rather then detection, hence always applying the mistake proofing methodologies.
Marketing department is responsible to communicate the outcome of investigation to customer in case of customer complaints. This communication takes place in a manner defined by the customer.
For Detail see Procedure for Corrective and Preventive Action.
8.4 Analysis of Data
Data is analyzed in order to identify the opportunities of improvement. Data is analyzed on:
· Customer feed Back
· Product Non-conformance
· Supplier performance
- Audit results.
A data analysis matrix is generated by M.R to define the type of tools or technique used at different location.
Records of data analysis are maintained by each department at (CC-CMS) online.
8.5 Continuous Improvement
The Management of PPF is fully committed to improve the quality management system on continuous basis through quality policy, objectives, management review meetings, data analysis, internal audits, corrective/preventive actions and other related activities.
8.5.1 General
PPF's All Corrective Prevntive Action Plan, Log and Records are maintained at (CC-CMS) Online.
PPF has developed a procedure to deal with any existing or potential nonconformity including customer’s complaints.
8.5.2 & 8.5.3 Corrective and Preventive Actions
A corrective and preventive action form is developed in this regard. Any person can identify the existing or potential non-conformity. The root causes ate determined and appropriate corrective/ preventive actions are taken to eliminate the root causes of existing/ potential non-conformity.
The root causes are determined by applying various problem solving techniques which includes the SPC techniques. For all returned products from the customer due any defect will be properly analyzed by MR to determine the causes of defects. Results of these analyses are maintained by QA&C department. Proper
corrective actions are applied to prevent the reoccurrence.
Verification is performed to monitor the implementation of the effectiveness of corrective and preventive actions. The impact of these corrective actions are also assessed for similar other activities where possible. PPF always follows a defect prevention techniques rather then detection, hence always applying the mistake proofing methodologies.
Marketing department is responsible to communicate the outcome of investigation to customer in case of customer complaints. This communication takes place in a manner defined by the customer..
For Detail see Procedure Corrective and Preventive Action.
Procedures List
|
Type |
Concept |
|
PRO |
Control of Documents |
|
PRO |
Control of Nonconforming Product |
|
PRO |
Corrective and Preventive Action |
|
PRO |
Internal Audit |
|
PRO |
Management Review |
|
PRO |
Objective, Target and Planning |
|
PRO |
Training and Planning |
Terms and Definitions
Top management: person within a group of people who directs and controls an organization at the highest level.
Appendixes List
CompanyCertification® Compliance Management Solution (CC-CMS)
All Mandatory Records and their Logs are maintained online at :
- Document Data Control List (Annex-A)
- Document Distribution Log (Annex-X)
- Quality Record List (Annex-C)
- Quality Policy (Annex-G)
- Quality Plan (Annex-D)
- Internal Audit Plan(Annex-B)
- Machine Maintenance Plan (Annex-E)
- Equipment Calibration Plan (Annex-F)
- Management Review Meeting (MRM) Plan (Annex-H)
- Management Objective Plan (Annex-I)
- Training Plan (Annex-J)
- Customer Feedback Plan (Annex-K)
- Supplier Evaluation Plan (Annex-L)
- CPA Form = Corrective Preventive Action (CPA) Log (Annex-M)
- Audit NCR Form = Audit Non-conformance (NCR) Log (Annex-N)
- PNC Form = Product Non-conformance (PNC) Log (Annex-O)
- MRM Form = Management Review Meeting (MRM) Log (Annex-P)
- MOB Form = Management Objectives (MOB)Log (Annex-Q)
- MCM Form = Machine Maintenance (MCM) Log (Annex-R)
- EQC Form = Equipment Calibration (EQC) Log (Annex-S)
- DCL Form = Document Change Log (DCL) Log (Annex-T)
- ETL Form = Employee Training Log (ETL) Log (Annex-U)
- CFB Form = Customer Feedback Log (CFB) Log (Annex-V)
- SEL Form = Supplier Evaluation Log (SEL) Log (Annex-W)
Acronyms
- MAN: Manual (System)
- PRO: Procedure
- WI: Work Instruction
- REC: Record
- JD: Job Description
- FC: Flow Charts
- ED: External Document
- SMF: System Master File
- TS: Technical Specification