OPERATIONS MANAGEMENT MANUAL

This manual is the property of Orchard Engraving Solutions and its distribution is controlled. The information contained herein may not be disclosed in whole or in part, either verbally or in writing, without prior consent in writing from Orchard Engraving Solutions.

Orchard Engraving Solutions, Unit A, McKay Way, Weymouth, Dorset DT4 9DN

Section 0.1 Table of Contents

Section issue

Date changed

0.1 0.2 0.3 1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0 10.0 11.0 12.0

Table of Contents Introduction Company overview Engraving services Purchasing and receiving goods Equipment control Control of non-conforming product Customer feedback Continual improvement Staff training Document control Record control Internal audits Management review ISO 9001:2000 cross reference

1 1 2 3 2 1 3 1 3 1 1 3 2 2 1 20.7.07 10.1.06 10.1.06 20.7.07 10.1.06 20.7.07 20.7.07 10.1.06

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ORCHARD ENGRAVING SOLUTIONS, OMM-S0.1, Issue 1

Section 0.2 Introduction 0.2.1 Introduction

This manual has been written to provide the reader with an overview of the company's quality management system and to express managements commitment to providing quality services and enhancing customer satisfaction. The quality management system is based on the following principles that are considered by the management team to be fundamental to the companys continuing success.

CUSTOMER FOCUSED ORGANISATION

We depend on our customers and so we must be committed to meeting their requirements.

LEADERSHIP
Only with managements clear direction can an environment be created that encourages us all to be involved in achieving the companys objectives.

INVOLVEMENT OF PEOPLE
Our full involvement is essential to maximise our own abilities and benefit the company.

PROCESS APPROACH
Treating and managing our resources and activities as processes helps maximise their effectiveness and ensure a seamless operation across the company.

MUTUALLY BENEFICIAL

SUCCESSFUL BUSINESS

SUPPLIER RELATIONSHIPS Suppliers affect our ability to provide quality products and services and so we must foster good relations with them to ensure our mutual success.

SYSTEM APPROACH TO MANAGEMENT

Systemising our processes facilitates effective management and achievement of the companys business objectives.

CONTINUAL IMPROVEMENT
Only by endeavouring to improve our processes will we remain effective and a leader in our industry.

FACTUAL APPROACH TO DECISION MAKING

Our system must generate reliable information upon which effective decisions can be made.

0.2.2 Control
The manual is a controlled document and as such must not be copied, altered or conveyed to a third party without the permission of the Owner. In addition any requests for clarification and amendments or notice of discrepancies must also be referred to the Owner in the first instance. Recipients of amended pages must ensure that the pages are inserted into their copy of the manual and that superseded pages are destroyed. Please note that holders of documents marked "UNCONTROLLED" will not receive subsequent amendments.

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ORCHARD ENGRAVING SOLUTIONS, OMM-S0.2, Issue 1

Section 0.3 Company overview 0.3.1 About the company

Orchard Engraving Services was formed in 1991 by Paul Orchard. At that time the company was based in a small industrial unit on the Poundbury Industrial Estate in Dorchester. Initially only an engraving service was supplied to local companies in the Weymouth and Dorchester areas. By 1993 the company had outgrown its Dorchester premises resulting in two more moves before settling into its current larger premises in Weymouth. The move enabled more machinery to be acquired resulting in the doubling of manual engraving machines and the purchase of two computerized machines. The introduction of the new machines enabled the services offered to include the manufacture of items to be engraved from drawing through to completion.

0.3.2 Stakeholders
The company has five major stakeholders each of who have an interest in and an affect upon the companys success. The major stakeholders are shown below.

Orchard Engraving Solutions

Success and prosperity

Company owner

Customers

Suppliers

Employees

Community

The Owner has identified each stakeholders prime needs and has specified in the table below how they are satisfied.

Conduct business in accordance with legal requirements.

Company owner
Manage the business effectively to achieve or exceed expected profits. Only respond to enquiries and accept orders that relate to the companys expertise and where the customers requirements can be fully achieved. Develop and maintain mutually beneficial trading relationships. Provide and maintain a work environment that is conducive to effective working with the minimum of hazard and risk. Minimise environmental impacts caused by the companys processes.

Customers Suppliers Employees Community

Create job opportunities for local community.

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ORCHARD ENGRAVING SOLUTIONS, OMM-S0.3, Issue 2

Section 0.3 Company overview

0.3.3 Quality management system planning

To help ensure that stakeholders needs are effectively satisfied the management team have established and implemented processes and procedures that take into account quality, health and safety, company, statutory, product, service and customer requirements. These have been determined and implemented in accordance with the requirements of ISO 9001:2000 except where specified in 0.3.4 below. The scope of the quality management system covers the following activities;

The provision of industrial and commercial engraving services

0.3.4 Exclusions
Orchard Engraving Solutions does not have or require any processes related to the clauses listed below and therefore they have been excluded from the quality management system.

7.3 7.5.2

Design and development Validation of processes for production and service provision

0.3.5 Quality management system changes

Changes to quality management processes and documents are controlled to maintain quality management system reliability during transition. Control includes approving changes to practices and documentation, communicating the nature of changes to concerned staff and checking the effectiveness of the changes after implementation.

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Section 0.3 Company overview 0.3.6 Quality policy

A quality policy that reflects the Owners quality goals and commitment to stakeholders is shown below and is displayed in the Reception area for all to see. The policy is reviewed during management review meetings and modified as needed. The revised policy is approved by the Owner at which time staff are made aware of the changes.

QUALITY POLICY
Orchard Engraving Solutions is committed to becoming our customers first choice for engraving services by providing products and services that comply with requirements and meet customer expectations. To achieve this we must all understand and uphold the following principles.

CUSTOMERS Identify our customers current and future needs and expectations. Encourage customer feedback to help us improve our products and services.

INTERNAL SYSTEMS Create an environment within the company that seeks to improve customer service and company performance. Set, communicate and achieve quality objectives. Manage our processes to ensure they are performed effectively and safely. Maintain a quality management system that complies with the requirements of ISO 9001:2000 and relevant statutory and industry requirements.

STAFF Ensure employees are appropriately skilled and encouraged to contribute to performance improvement decisions and actions.

SUPPLIERS Use suppliers who share our commitment to customer satisfaction.

0.3.7 Quality objectives

Quality objectives intended to improve performance and/or enhance customer satisfaction are set by the Owner and specified on the Quality Objectives Sheet (F02). Each objective is measurable and communicated to staff to ensure full understanding and commitment. Objective achievements are evaluated and the results are communicated to concerned staff. Where appropriate objectives are revised to facilitate continual improvement and customer satisfaction.

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ORCHARD ENGRAVING SOLUTIONS, OMM-S0.3, Issue 2

Section 0.3 Company overview 0.3.8 System map

QUALITY POLICY and Stakeholder requirements

Enquiry / quotation
Section 1 Equipment control

Order processing
Section 1

Supplier selection
Section 2

Section 3

Planning
Section 1

Purchasing
Section 2

Customer property
Section 2

Staff training Section 7

Goods receiving
Section 2 Document control Section 8 Supplier rejects and problems with customer property

Material storage / issue, Section 2 Resources Assets

Work Environment

Staff Information

Manufacture
Section 1

In process inspection,
Section 1

Rework Record control

Final inspection
Section 1

Rework

Control of nonconforming product Section 4

Section 9

Pack & deliver

Section 1

Internal audits Section 10

Invoice
Section 1 Returns / warranty Management review Section 11 Customer feedback Section 5 Continual improvement Section 6

Positive / negative comments

Measurable quality objectives set by management that support the Quality Policy and promote improvement and customer satisfaction

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Section 0.3 Company overview 0.3.9 Organisation chart

* Owner

Internal quality auditor

Production staff

Administration staff

* = Management representative for quality 0.3.10 Responsibilities

The responsibilities of staff involved in managing, performing and verifying work affecting quality are specified within the applicable sections of this manual and are summarised below.

Owner
Defining the companys long term financial and commercial goals. Ensuring the companys Quality Policy and quality objectives are communicated to staff. Preparing quotations. Ensuring staff remain competent. Ensuring the company has the necessary resources to function effectively. Holding routine management review meetings. Dealing with customer complaints and other feedback. Ensuring equipment is calibrated. Carrying out product and goods receiving inspection. Packing finished product and preparing despatch documentation. Ensuring machinery is well maintained and operational. Carrying out duties as defined below under Production staff.

Production staff
Manufacturing products according to Traveller requirements. Maintaining good housekeeping in the workshop. Packing finished product as and when requested. Delivering products to customers and subcontractors.

Administration
Processing customer orders and preparing job pack information. Purchasing materials and subcontract services and payment of supplier invoices. Preparing delivery paperwork and organising deliveries. Preparing and sending customer invoices and processing customer payments. Dealing with telephone queries. Maintaining accounts records.

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ORCHARD ENGRAVING SOLUTIONS, OMM-S0.3, Issue 2

Section 0.3 Company overview

Internal quality auditor

Auditing quality management system documents and processes and reporting findings. Following up audit corrective actions where instructed by the Owner.

0.3.11 Management Representative

The Owner is the Management Representative for quality and in this capacity has the authority and organisational freedom to ensure that the requirements of ISO 9001 are implemented and maintained and that matters pertaining to quality are resolved. Responsibilities include; Liaising with interested parties on all matters relating to quality. Managing the internal quality auditing system. Ensuring that quality management system documents are controlled. Cultivating a quality conscious culture throughout the company. Promoting awareness of customer requirements. Reporting quality performance during management review meetings.

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ORCHARD ENGRAVING SOLUTIONS, OMM-S0.3, Issue 2

Section 1 Engraving services

Enquiries
Owner / Admin: Receive request for quotation including any supporting drawings, sketches and supplied materials Note: Ensure customer supplied materials are identified to the customer Owner / Admin: Check requirements are clear and within OES capabilities and resolve any queries with the customer Owner / Admin: Log quotation details in the Quotation Book and prepare a quotation using the Quote Entry screens on JobBOSS Note: Obtain supplier quotes as specified in Section 2

Order changes
Owner / Admin: Receive requests to change order from the customer and discuss with the Owner before giving a decision to the customer

Owner / Admin: Update and print Traveller, replace original copy and respond to changes as appropriate

Go to applicable step within this process

Owner / Admin: Print Quotation and Cost Sheet, check details before sending Quotation to the customer, file all associated paperwork in the Quotes File

Owner / Admin: Follow up Quotation until customer makes a decision and update Quotation status on JobBOSS with relevant details

Quote won or lost?

Lost

Owner / Admin: Dispose of quote paperwork and arrange for return of any customer supplied material

Won Go to Continual improvement Section 6

Orders
Owner / Admin: Request order confirmation / order number and where applicable, materials if not already supplied Owner / Admin: Log order details in the Job Book, transfer Quotation from Quote Processing to Order Processing on JobBOSS Note: If C of C required update the C of C Book and record C of C number in the PO Line field on the Order Processing screen Owner / Admin: Print the Traveller from JobBOSS and file with any drawings / sketches and other information in a Job Pack and place in the Jobs to be checked rack

Owner: Take Job Pack and check material availability

Purchase materials / services?

Yes

Go to Purchasing Section 2

No Go to Planning next page

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ORCHARD ENGRAVING SOLUTIONS, OMM-S1, Issue 3

Section 1 Engraving services

Planning
Owner: Move Job Pack to the WIP rack along with any customer supplied materials and if job is to be put on hold put a HOLD label in the Job Pack Note: Bulky customer materials can be left where they are until job started

Packing
Owner: Suitably pack finished work to prevent damage / loss during delivery and attach a duly completed Despatch Label to each package

Admin: Add delivery details to the Delivery Book, and highlight any late delivery Admin: Prepare Delivery Note (F06) on JobBOSS using Customer Shipment Jobs screen, print 2 copies and place with the corresponding packages Admin: Update Job Book with delivery details

Owner: Prepare a T card for the job and place in the T card rack, Jobs In Progress section

Manufacturing
Production: Take Job Pack from WIP rack selecting jobs based on delivery date requirements and machine availability Owner: Sign Delivery Note including C of C section if applicable

Production: Set up machine and carry out each operation specified on the Traveller and in accordance with any drawing / sketch requirements Note 1: Check operation is correct before signing off on the Traveller. Note 2: Update Time Entry details on JobBOSS after completion of each operation. Note 3: Keep Job Pack with WIP to maintain job identity. Note 4: Ensure sub-contract work is processed in accordance with Purchasing, Section 2 Note 5: Ensure any scrap materials are put in the bins provided. Note 6: Keep work in progress protected to avoid loss or damage and ensure T Card reflects current status of job. Note 7: Ensure new templates / jigs are labelled as such before returning to storage area in the Clean Room.

Delivery / collections
Owner: Deliver / handover packages to the customer ensuring they sign the Delivery Note and that they retain a copy Note 1: Any customer complaints must be dealt with in accordance with Customer Feedback, Section 5 Note 2: Rejected deliveries must be controlled in accordance with Control of nonconforming product, Section 4

Owner: Return a signed copy of the Delivery Note to the Awaiting Delivery Note rack and place the pack in the Awaiting invoicing rack

Invoicing & Job closure

Admin: Prepare and print 2 copies of the Invoice (F07) using Sage, place 1 copy in the Awaiting costings rack and send the other to the customer

Production: Move work to the Final Inspection area along with Job Pack when all operations have been completed

Final inspection
Owner: Inspect finished work and check against Traveller and drawings to confirm compliance

Admin: Update costings records, move Invoice to the Awaiting Payments file and update Job Book with invoice and delivery details Admin: Break down Job Pack and file paperwork in the corresponding files ensuring any rework details noted on the Traveller are transferred to JobBOSS using the Time Entry screen Admin: Monitor / chase invoice payments and process payments as and when received ensuring that the Invoice is moved to the Invoiced paid file once payment has been cleared

OK?

No

Go to Control of N/C product Section 4

Yes

Owner: Sign off Traveller, move job to the Despatch area, file Job Pack in the Awaiting Delivery Note rack and move T Card to Delivery Note Required column

Go to Customer feedback, Section 5

Go to Packing and despatch

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ORCHARD ENGRAVING SOLUTIONS, OMM-S1, Issue 3

Section 2 Purchasing and goods receiving

Purchasing
Admin / Owner: Select suppliers listed in the Supplier Books and/or JobBOSS unless customer has specified a particular supplier

Suitable / specified supplier listed?

No

Supplier approval
Admin / Owner: Source and evaluate suppliers by one or more of the following criteria; Price and availability Expertise Recommendations Sample approval Customer requirement

Yes

Admin / Owner: Where applicable contact suppliers to obtain quotations, select most suitable and enter details into JobBOSS using either; Quotation Entry screen if for a customer enquiry / order or Purchasing screen if purchasing material for stock

Admin / Owner: Add supplier details to the Supplier Books, JobBOSS and Supplier Cards

Admin / Owner: Record purchase details in the Purchase Order Book, copy JobBOSS supplier quotation information to the Materials Control screen

PO changes
Admin / Owner: Check supplier is able to change / cancel order before doing the following; Cancelled orders Delete order on Supplier database, retrieve and destroy printed PO, confirm cancellation in writing to the supplier Changed orders Amend order on JobBOSS and re-print, retrieve and destroy superseded PO

Admin / Owner: Print and send Purchase Order to the supplier ensuring a copy if filed for goods receiving purposes and copy is placed in the PO file

Receiving purchased goods

Admin / Owner: Check received goods against the Purchase Order and supplier paperwork

Admin / Owner: Record receipt details on JobBOSS using the Purchase Receiving screen

Delivery discrepancies?

Yes

Go to Nonconforming product Section 4

No

Admin / Owner: Stamp, sign and date supplier delivery paperwork file with PO filed in the GRN File and highlight entry in the PO Book to indicated goods received Admin / Owner: Ensure materials are identified before putting into stock using as necessary a stock label
Materials for stock or a Job? Stock

Note: Materials only need identifying where existing supplier labelling does not clearly identify them and/or where their identity could be confused with similar materials

Job

Admin / Owner: Take Job Pack from the Jobs Out On PO rack and move with the materials to the WIP area

Go to Manufacturing Section 1

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ORCHARD ENGRAVING SOLUTIONS, OMM-S2, Issue 2

Section 3 Equipment control

New equipment Owner: Receive equipment and check accompanying handbooks/documentation to identify calibration / test requirements Owner: Add equipment details to the Equipment List (F09), prepare a Calibration Record (F10) and file any Calibration Certificates in the Equipment file Owner: Attach a label indicating date calibrated and date due before releasing equipment

Can equipment be calibrated / tested?

Yes

Will equipment be calibrated / tested?

Yes

No

No

Equipment calibrated?

Yes

Owner: Release equipment

No

Owner: Label equipment as Indication Only before releasing

Go to Calibration / Faults as applicable

Go to Calibration / Faults as applicable

Note: Attach label to equipments

container if not practical to label the equipment itself Calibrate in-house?
No

Owner: Arrange for a suitably qualified supplier to carry out calibration

Yes

Calibration Owner: Check Equipment List and arrange for equipment to be calibrated when due Owner / Supplier: Calibrate equipment and update the equipments Calibration Record Owner: Check calibration results and file any calibration certificate in the Equipment file Owner: Scrap equipment and update the Equipment List

Owner: Calibrate equipment Owner: Update the Calibration Record and attach a label indicating date calibrated and date due before releasing equipment
Go to Calibration / Faults as applicable

Equipment serviceable?
Yes

No

Equipment faults Equipment user: Report equipment faults to Owner as and when discovered or suspected Owner: Assess reported fault and take action as necessary to rectify
Note: Ensure Equipment List is updated if calibrated equipment is scrapped

Owner: Release equipment

Pre-cal results in doubt?

Yes

No

Go to Calibration / Faults as applicable

Owner: Record details on an Improvement Log (F11) and discuss action with relevant staff before implementing Owner: Follow up Improvement Log to ensure action taken was effective before closing
Go to Continual improvement, Section 6

Go to Calibration

Yes

Equipment Needs calibrating?

No

Owner: Release equipment

Go to Calibration / Faults as applicable

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ORCHARD ENGRAVING SOLUTIONS, OMM-S3, Issue 1

Section 4 Control of non-conforming product

Delivery discrepancies Owner: Prepare 2 copies of the Reject Note (F12) detailing problem and action to be taken and log details in the Reject Note Book Owner: Attach a Nonconformance Item label to the discrepant goods and move to the Inspection rack to await return to the supplier Owner: Enclose a copy of the Reject Note with goods being returned to the supplier and file other copy with the PO filed in the PO File Owner: Update the Reject Note when replacement goods or credit has been provided by the supplier

Production error Owner: Record non conformance details and the action to be taken on Job Boss in Time Entry on Floor Notes (F04) Owner: Complete an On Hold label if items will not be immediately reworked and move to the Jobs rack along with the Traveller and other production paperwork Owner: Carry out work as specified in Section 1 Owner: Check rework before closing operation on the Traveller

Rework?

Yes

No

Go to Continual improvement Section 6

Go to Continual improvement Section 6

Customer property?

Yes

Owner: Notify customer of production error and identify item with a Non conforming Item Report (F26)

No

Customer returns Owner: Complete relevant details on a Customer Complaint form (F13) and attach to the returned goods before moving them to the Job Rack Owner: Retrieve original Traveller and associate paperwork, evaluate customer complaint and discuss with the customer as necessary

Owner: Immediately dispose of nonconforming items in the scrap bin Owner: Arrange for replacement parts to be made

Go to Manufacturing Section 1

Rework / replace?

Yes

Owner: Scrap items to be replaced and identify items to be reworked with an On Hold label before moving to the Jobs rack

No

Owner: Open original Traveller on JobBOSS, update with re-work details, print and carry out work as specified in Section 1

Owner: Immediately dispose of nonconforming items in the scrap bin

Owner: Update the Customer Complaint form

Go to Continual improvement Section 6

Owners approval:

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ORCHARD ENGRAVING SOLUTIONS, OMM-S4, Issue 3

Section 5 Customer feedback

Customer surveys Owner: Contact key industrial customers at least every 12 months and ascertain their levels of satisfaction using the Customer Satisfaction Questionnaire (F14) Owner: Review feedback to determine overall perceptions of OES services before filing questionnaires Casual customer comments Receiver: Discuss customer comments that may result in service/performance improvement with the Owner
Note: Comments could relate to ideas of how to improve services e.g. faster turnaround etc or to rectify service inadequacies that have not resulted in a formal complaint

Owner: Consider whether comments are valid and should be acted upon

Useful suggestions ? No

Yes

Yes

Useful suggestions ? No

Any complaints?

No

Go to continual improvement Section 6

END

Yes

Direct from the customer

Complaints

Receiver: Record complaint details on a Customer Complaint Form (F13) and assure customer that their complaint will be investigated Owner: Investigate complaint and record findings and action to be taken on the Customer Complaint Form

Yes Customer satisfied?

No

Action to be taken? Yes

No

Owner: State reasons why no further action will be taken on the Customer Complaints Form and inform the customer in writing

Instructed person: Implement actions ensuring that all associated correspondence / information is collated and filed with the complaint and that where appropriate the customer is kept informed Note: Ensure returned products are controlled in
accordance with Control of N/C product, Section 4

Owner: Follow up to ensure a satisfactory outcome and verify with the customer as appropriate before closing the Customer Complaints Form and filing

Go to continual improvement Section 6

Owners approval:

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ORCHARD ENGRAVING SOLUTIONS, OMM-S5, Issue 1

Section 6 Continual improvement & preventive action

Data analysis
Admin / Owner: Monitor Performance Record (F30) on an ongoing basis to identify concerns and improvement opportunities

Manufacturing performance

Admin: Monitor / analyse the following to identify any trends and improvement opportunities;

Customer feedback

Customer Complaints Forms (F13) Customer Satisfaction Questionnaires (F14) Customer activity (new customers & existing customers not placing orders)

Supplier performance

Admin: Monitor Rejection Notes (F12) to identify any trends and improvement opportunities

Audit results

Owner: Monitor Improvement Requests (F19), Cert Body audit reports to identify any trends and improvement opportunities

Quality objectives

Person indicated on Quality Objectives Sheet: Monitor quality objectives data as specified on the Quality Objectives Sheet (F02) to assess achievements and report/present findings to concerned staff Note: Findings can be presented in the form of charts, memos or meeting minutes as applicable

Preventive action
Employees / external parties: Constantly be aware of activities / situations that may have a negative affect upon working practices or customer satisfaction Note: Concerns may arise during contract review, manufacturing and purchasing processes and from press articles; discussions with colleagues or feedback from customers / suppliers

Identifying (potential) risks

Employees / external parties: Constantly be thinking of ways to improve working practice effectiveness or customer satisfaction

Improvement ideas

Note: Ideas may arise during contract review, manufacturing and purchasing processes and from press articles; discussions with colleagues or feedback from customers / suppliers

Corrective / preventive action

Information reviewer: Discuss findings with the Owner and others as appropriate

Yes

Concerns / ideas?

No

Owner: Decide what action is needed to stop or prevent an adverse situation or to improve existing practices, record details on the Improvement Log (F11) and arrange for the action to be taken

Owner: Follow up action to ensure it was effective before closing the action on the Improvement Log

Owner: Discuss performance relating to the above during management review meetings

Go to Management review, Section 11

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ORCHARD ENGRAVING SOLUTIONS, OMM-S6, Issue 3

Section 7 Staff training

Review of human resources Owner: Consider the companys staffing and competency requirements on an ongoing basis and particularly when reviewing customer enquiries and during management review meetings to ensure any shortfalls are avoided / corrected Owner: Where applicable update the Skills Chart and Competency Sheet (F16) with relevant details if new skills are required Recruitment Owner: Evaluate job applicant through discussion, appraisal of previous experience, comparison to Job Description and/or by practical demonstration of specific skills to ascertain level of competency and suitability for the vacant position Owner: Inform applicants of decision and confirm joining instructions to the successful applicant

Recruit or train?

Recruit

Owner: Prepare a Job Description if a new position has been created, advertise post and select suitable candidates Induction Note: Update the OMM org
chart and responsibilities to reflect new position and modify procedures as necessary in accordance with Document control, Section 8

Owner: Ensure new employee receives induction training following the Induction Checklist (F15) Owner: Ensure that copies of relevant training certificates / qualifications already held by the employee are obtained and filed in the Training file

Train

Owner and employee: Sign Induction Checklist when induction has been given and file in the Training file Training Owner: Ensure employee receives training by using a suitably experienced member of staff or qualified supplier and file any subsequent certificates in the Training file Owner: Evaluate employees competency after training using parameters specified on the Competency Sheet and where satisfactory update the employees Training Record and if applicable, the Skills Chart Training review
Owner Employees

Owner: Add employee details to the Skills Chart and arrange for additional training to be provided as required

Owner: Monitor employee performance on an ongoing basis to identify training needs Note: Reasons for training can include 1) employee
development; 2) correcting skill weaknesses; 3) fill skill gaps within the company; 4) introduction of new equipment or techniques; 5) statutory, regulatory or customer requirements

Employee: Discuss perceived training needs with the Owner Note: Reasons for training can include 1) employee
development; 2) correcting skill weaknesses; 3) fill skill gaps within the company; 4) introduction of new equipment or techniques; 5) statutory, regulatory or customer requirements

Owner: Note training requirements on the employees Training Record and if applicable, the Skills Chart and ensure training is provided as described in the training section

Go to Training above

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ORCHARD ENGRAVING SOLUTIONS, OMM-S7, Issue 1

Section 8 Document control

Internal documents Owner: All QMS documents must indicate their title, issue status and page count (single page forms do not need to show page numbers) Document author: Whilst preparing documents ensure their content is clear and unambiguous to avoid any misunderstanding by the reader Owner: Check document for adequacy before approving Owner: Either add document details to the Operation Management Manuals Table of Contents or list on the Master List (F01) as applicable Owner: File master copy in the Operations File and distribute copies as necessary ensuring the Master List is updated with details Owner: Ensure relevant staff are aware of the document and understand its requirements / usage

External documents Owner: Record the details of external documents e.g. Standards, customer procedures etc that must be complied with for statutory, customer or OES requirements on the Master List Owner: Discuss external document requirements with applicable staff and ensure action is taken as required to keep the company compliant Note: Any necessary changes to internal documents will be
controlled as specified in the Internal document changes section on this page

Owner: Check validity of external documents as specified on the Master List or receive updates automatically from customers etc

Changes / updates received?

No

Internal document changes

Yes

Any person: Discuss suggestions to change a document with the Owner Owner: Where necessary involve others in discussions before agreeing and arranging for document to be amended Instructed person: Copy document to be changed to the Superseded folder before amending original Instructed person: Change the original document according to requirements and where practical highlight the change on the document itself Owner: Approve document or mark up with comments and return for amendment Owner: Update the Operations Management Manuals Table of Contents or Master List as applicable and file changed master document in the Operations File ensuring superseded master copy is destroyed Owner: Distribute document according to the Master List ensuring that superseded copies are destroyed Owner: Ensure relevant staff understand the nature of the changes to the document

Owner: Dispose of superseded documents or clearly identify as such if retained for any purpose

Go to External documents

END

Owners approval:

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ORCHARD ENGRAVING SOLUTIONS, OMM-S8, Issue 1

Section 9 Record control

New paper records
Owner: Specify record control requirements on the table below Note: Legislation and customer requirements must be considered when deciding control requirements

Computer records
Computer user: Ensure filenames of computer records indicate the nature of their contents and are filed in the correct drive / folder to enable easy retrieval Computer user: Ensure all necessary data is correctly entered onto computer records

Owner: Ensure applicable staff are aware of the new record and its control requirements

Computer back up Record maintenance

Owner: Ensure back-up media is clearly identified as such Filer: Clearly label filing media to indicate the filed contents and ensure file storage areas will preserve their legibility Owner / Admin: Back-up the server daily by running back up program and copying data onto the applicable back up external hard drive

Filer: Check records are correctly completed and legible before forwarding or filing

Filer: File records in a way that enables easy retrieval e.g. alphabetically, numerically, chronologically Filer: Where specified on the table below ensure access to records is restricted to authorised persons

Owner / Admin: Take back up off site and return the next day

END

Record user: Return records when no longer required and do not take off site (unless needed for work purposes e.g. meetings etc) without permission from the Owner

Owner: Review records that are at the end of their retention period and where applicable arrange for their disposal

END

Record types
Customer quotations Customer orders Invoices Suppliers List Purchase orders Rejection Note N/C Item Report Traveller Inspection and test records Delivery Notes Calibration Certificates Customer feedback Audit records Management review minutes Quality Objectives Sheet Master List Improvement Log Training records Safety Equipment Record Sheet Sent Faxes Supplier C of Cs Cust Order, PO and C of C Books

Office or File location Workshop

O O O O O W W O O O W O W W O O O W O O O O

Responsibility Retention period

3 years 3 years 5 years Indefinitely 3 years 3 years 3 years 3 years 3 years 3 years 3 years 3 years 3 years 3 years Indefinitely Indefinitely 3 years 1 year after departure 1 year after departure 3 years 5 years 1 year after completion

Owner / Admin Quotation File Owner / Admin Customer Order Pending/Completed Owner / Admin Customer Invoices File T Card Blue Box File Owner / Admin Owner / Admin Suppliers Purchase Orders/RN File Owner / Admin Reject Note File Owner / Admin N/C Item Report File Owner / Admin Completed Travellers File Filing Cabinet Owner / Admin Delivery Note File Owner / Admin Equipment file Owner Owner Customer feedback file Owner Audit file Owner Audit file Owner Reception desk Owner Operations file Owner Improvement log/Management Review Minutes Owner Training file Owner / Admin Safety Equipment Record file Owner / Admin Faxes Sent file Owner / Admin C of C file Owner / Admin Admin area

Disposal method Destroy Destroy Destroy -------------------Destroy Destroy Destroy Destroy Destroy Destroy Destroy Destroy Destroy Destroy --------------------------------------Destroy Destroy Destroy Destroy Destroy Destroy

Owners approval:

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ORCHARD ENGRAVING SOLUTIONS, OMM-S9, issue 3

Section 10 Internal audits

Planning
Owner: Plan audits prior to the start of the coming year using the Audit Schedule (F17) Note 1: Audit frequency will depend on previous audit results, other relevant performance data and the significance of the audit areas impact on quality but will be at least once per year Note 2: Selected auditors must be competent and independent of the work to be audited Owner: Assign an auditor as audits become due ensuring both the auditor and audited staff are given sufficient notice to prepare Auditor: Before starting the audit read the applicable documents to become familiar with the processes to be audited

Auditing
Auditor: Check compliance with QMS and ISO 9001:2000 requirements and look for improvement opportunities ensuring details of what was seen and found are noted on the Audit Record (F18) as the audit proceeds

Auditor: Report findings (non compliances, observations) on Improvement Requests, IR (F19) after the audit is completed Note 1: Non compliance is a failure to comply with QMS / ISO 9001 requirements. Note 2: Observations are suggestions to improve practices / documentation or concerns that may become a non compliance if not addressed

Auditor: Discuss findings with the Owner and handover Audit Record and any IRs Owner: File Audit Record in the Audit File and update the Audit Schedule accordingly

IRs raised?

Yes

Correction / corrective action

Owner: Determine what action to take, record details on the IR and arrange for implementation Actioned person: Implement action specified on the IR and notify the Owner when completed

No

Owner: Monitor actions to ensure timely completion and check action taken was effective before closing the IR and filing in the Audit File

Action effective?

No

Go to Correction / corrective action above

Analysis
Owner: Analyse audit results as specified in Section 6, Continual improvement

Yes

Owner: Close the IR, file in the Audit File and update the Audit Schedule when all IRs are closed for the concerned audit

Go to Continual improvement Section 6

Owners approval:

1 of 1

ORCHARD ENGRAVING SOLUTIONS, OMM-S10, Issue 2

Section 11 Management reviews

Meeting preparation Owner: Hold management review meetings at least once a year Participants: Prepare for meeting in accordance with the Management Review Agenda (F20) Note: Participants include; Owner Administration staff Production staff

The meeting Owner: Ensure meeting follows the agenda and that minutes are taken which include; findings; actions; target dates and responsibilities Owner: Review and approve minutes before circulating to all attendees and others as appropriate

Follow up Participants: Read minutes and implement actions as specified in a timely manner Owner: Monitor actions to ensure timely completion

Go to meeting preparation

Owners approval:

1 of 1

ORCHARD ENGRAVING SOLUTIONS, OMM-S11, Issue 2

Section 12 ISO 9001:2000 cross reference

4.0 Ctl of nonconformg prod

2.0 Purchasing & goods rec

6.0 Continual improvement

10.0 Internal quality audits

4.1 4.2.1 4.2.2 4.2.3 4.2.4 5.1 5.2 5.3 5.4.1 5.4.2 5.5.1 5.5.2 5.5.3 5.6 6.1 6.2 6.3 6.4 7.1 7.2.1 7.2.2 7.2.3 7.3 7.4 7.5.1 7.5.2 7.5.3 7.5.4 7.5.5 7.6 8.1 8.2.1 8.2.2 8.2.3 8.2.4 8.3 8.4 8.5.1 8.5.2 8.5.3 This requirement is excluded from the system. See Section 0.3.4 This requirement is excluded from the system. See Section 0.3.4

Owners approval:

1 of 1

ORCHARD ENGRAVING SOLUTIONS, OMM-S12, Issue 1

7.0 Staff training

0.2 Introduction

ISO 9001:2000 Clause

Quality Objectives Sheet

11.0 Management review

5.0 Customer feedback

1.0 Engraving services

0.3 Company overview

3.0 Equipment control

8.0 Document control

0.1 Table of Contents

9.0 Record control