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1 Scope
1.1 General
This International Standard specifies requirement for a quality management system where
MoonCafe
a) needs to demonstrate its ability to consistently provide product that meets
customer and applicable statutory and regulatory requirements, and
b) aims to enhance customer satisfaction through the effective application of the
system, including processes for continual improvement of the system and the
assurance of conformity to customer and applicable statutory and regulatory
requirements.
1.2 Application
All requirement of this International Standard are generic and are intended to be
applicable to all organizations, regardless of type, size and product provided.
Where any requirement(s) of this International Standard cannot be applied due to the
nature of an organization and its product, this can be considered for exclusion.
Where exclusion are made, claims of conformity to this International Standard are not
acceptable unless these exclusions are limited to requirements with Clause 7, and such
exclusions do not affect the organizations ability, or responsibility, to provide products
that meets customer and applicable statutory and regulatory requirements.
2

Normative references

The following referenced documents are indispensable for the application of this
document. For dated references, only the edition cited applies. For undated references,
the latest edition of the referenced document (including any amendments) applies.
ISO 9000:2005, Quality management systems Fundamentals and vocabulary.

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Terms and definitions

For the purpose of this document, the terms and definitions given in ISO 9000 apply.
Throughout the text of this International Standard, wherever the term product occurs, it
can also mean service.
4 Quality management system
4.1 General requirements
MoonCafe must establish, document, implement and maintain a quality management
system and continually improve its effectiveness in accordance with the requirement of
this International Standard.
MoonCafe must
a) determine the processes needed for the quality management system and their
application throughout the organization (see 1.2),
b) determine the sequence and interaction of these processes,
c) determine criteria and methods needed to ensure that both the operation and
control of these processes are effective,
d) ensure the availability of resources and information necessary to support the
operation and monitoring of these processes,
e) monitor, measure where applicable, and analyse these processes, and
f) implement actions necessary to achieve planned results and continual
improvement of these processes.
These processes must be managed by MoonCafe in accordance with the requirements of
this International Standard.
g) Where MoonCafe chooses to any process that affects product conformity to
requirement, the organization must ensure control over such processes. The type
and extent of control to be applied to these outsourced processes must be defined
within the quality management system.

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4.2 Documentation requirements

4.2.1 General
The quality management system documentations must include
a)
b)
c)
d)

documented statements of a quality policy and quality objectives,

a quality manual,
documented procedures and records required by this International Standard, and
documents, including records, determined by the organization to be necessary to
ensure the effective planning, operation and control of its processes.

4.2.2

Quality Manual

This International Standard specifies requirement for a quality management system where
MoonCafe must establish and maintain a quality manual that includes
a) the scope of the quality management system, including details of and justification
for any exclusions (see 1.2),
b) the documented procedures established for the quality management systems, or
references to them, and
c) a description of the interaction between the processes of the quality management
4.2.3

system.
Control of documents

Documents required by the quality management system must be controlled. Records are a
special type of document and must be controlled according to the requirements given in
4.2.4.
A document procedures must be establish to define the controls needed
a) to approve documents for adequacy prior to issue,
b) to review and update as necessary and re-approve documents,

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a) to ensure that changes and the current revision status of documents are identified,
b) to ensure that relevant versions of applicable documents are available at points of
use,
c) to ensure that documents remain legible and readily identifiable,
d) to ensure that documents of external origin determined by the MoonCafe to be
necessary for the planning and operation of the quality management system are
identified and their distribution controlled, and
e) to prevent the unintended use of obsolete documents, and to apply suitable
identification to them if they are retained for any purpose.
Ref: RW_PR_01 Doc. Control Procedure
4.2.4

Control of records

Records establish to provide evidence of conformity to requirements and of the effective

operation of the quality management system must be controlled
MoonCafe must establish a documented procedure to define the controls needed for the
identification, storage, protection, retrieval, retention and disposition of records.
Records shall remain legible, readily identifiable and retrievable.
Ref: RW_PR_02 Rec. Control Procedure

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5 Management responsibility
5.1 Management commitment
Muhammad Zafren Syadiq must provide evidence of its commitment to the development
and implementation of the quality management system and continually improving its
effectiveness by
a) communicating to the MoonCafe the importance of meeting customers as well as
b)
c)
d)
e)

statutory and regulatory requirements,

establishing the quality policy,
ensuring that quality objectives are establish,
conducting management reviews, and
ensuring the availability of resources.

5.2 Customer focus

Muhammad Zafren Syadiq must ensure that customer requirements are determined and
are met with the aim of enhancing customer satisfaction (see 7.2.1 and 8.2.1)
Ref: RW_PR_03 Customer Complaint Procedure
5.3 Quality policy
At MoonCafe, we strive to have a positive impact on the income of our company. This is
done through providing our quality product that increase our revenue, decrease our cost
and improve our productivity. Along with having a positive impact on income, we are
committed to providing accurate and timely information and product to our customers
while continuously looking for ways to improve out process.

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5.4 Planning

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5.4.1

Quality objectives

MoonCafe quality objectives are:

1)
2)
3)
4)
5)
5.4.2

Reduce energy use

Reduce usage of hazardous chemicals
Reduce hazardous waste generation
Improve employee awareness of environment
Reduce waste water discharge
Quality management system planning

Muhammad Zafren Syadiq must ensure that

a) the planning of the quality management system is carried out in order to meet the
requirement given in 4.1, as well as the quality objectives, and
b) the integrity of the quality management is maintained when changes to the quality
management system are planned and implemented.

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5.5 Responsibility, authority and communication

5.5.1 Responsibility and authority

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Muhammad Zafren Syadiq must ensure that responsibilities and authorities are defined
and communicated within the MoonCafe.
5.5.2

Management representative

MoonCafe appoint a Quality Control Manager as management representative who,

irrespective of other responsibilities, must have responsibility and authority that includes
a) Ensuring that processes needed for the quality management system are
established, implemented and maintained.
b) Reporting to Muhammad Zafren Syadiq on the performance of the quality
management system and any need for improvement, and
c) Ensuring the promotion of awareness of customer requirement throughout the
MoonCafe.

5.5.3

Internal communication

Muhammad Zafren Syadiq must ensure that appropriate communication processes are
established within the organization and that communication takes place regarding the
effectiveness of the quality management system.

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5.6 Management review

5.6.1 General
Muhammad Zafren Syadiq must review the Raws Coffee quality management system, at
planned intervals, to ensure its continuing suitability, adequacy and effectiveness. This
review must include assessing opportunities for improvement and the need for changes to
the quality management system, including the quality policy and quality objectives.
Records from management reviews must be maintained (see 4.2.4).
5.6.2

Review input

The input to management review must include information on

a)
b)
c)
d)
e)
f)
g)

result of audits,
customer feedback,
process performance and product conformity,
status of preventive and corrective actions,
follow-up actions from previous management reviews,
changes that could affect the quality management systems, and
recommendations for improvement.

Ref: RW_D_01 Doc. Review Procedure

5.6.3

Review output

The output from the management review must include any decisions and actions related t
a) improvement of the effectiveness of the quality management systems and its
processes,
b) improvement of product related to customer requirement, and
c) resource needs.

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6 Resource management
6.1 Provision of resource
MoonCafe must determine and provide the resources needed
a) to implement and maintain the quality management system and continually
improve its effectiveness, and
b) to enhance customer satisfaction by meeting customer requirements.
6.2 Human resources
6.2.1 General
Personnel performing work affecting conformity to product requirements must be
competent on the basis of appropriate educations, training, skills and experience.
6.2.2

Competence, training and awareness

MoonCafe must
a) determine the necessary competence for personnel performing work affecting
conformity to product requirements,
b) where applicable, provide training or take other actions to achieve the necessary
competence,
c) evaluate the effectiveness of the actions taken,
d) ensure that its personnel are aware of the relevance and importance of their
activities and how they contribute to the achievement of the quality objectives,
and
e) maintain appropriate records of education, training, skills and experience (see
4.2.4)
Ref: 1) RW_D_02 Doc. Trainning Records
2) RW_PR_04 Doc. Trainning Procedure

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6.3 Infrastructure
MoonCafe must determine, provide and maintain the infrastructure needed to achieve
conformity to product requirements. Infrastructure includes, as applicable,
a) buildings, workspace and associated utilities,
b) process equipment (both hardware and software), and
c) supporting service (such as transport, communication or information system).
6.4 Work environment
MoonCafe must determine and manage the work environment needed to achieve
conformity to product requirements.
7 Product realization
7.1 Planning of product realization
MoonCafe must plan and develop the processes needed for product realization. Planning
of product realization must be consistent with the requirements of the other processes of
the quality management system (see 4.1).
In planning product realization, MoonCafe must determine the following, as appropriate:
a) quality objectives and requirements for the product;
b) the need to establish processes and documents, and to provide resources specific
to the product;
c) required verification, validation, monitoring, measurement, inspection and test
activities specific to the product and the criteria for product acceptance;
d) records needed to provide evidence that the realization processes and resulting
product meet requirements (see 4.2.4)
The output of this planning must be in a form suitable for the MoonCafes method of
operations.
Ref: RW_WI_01 Doc. Work Instruction Procedure

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7.2 Customer-related processes

7.2.1 Determination of requirements related to the product
MoonCafe must determine
a) requirements specified by the customer, including the requirements for delivery
and post-delivery activities,
b) requirements not stated by the customers but necessary for specified or intended
use, where known,
c) statutory and regulatory requirements applicable to the product, and
d) any additional requirements considered necessary by MoonCafe.
7.2.2 Review of requirements related to the product
MoonCafe must review the requirements related to the product. This review must be
conducted prior to the MoonCafes commitment to supply a product to the customer (e.g.
submission of tenders, acceptance of contract or orders, acceptance of changes to
contracts or orders) and must ensure that
a) product requirements are defined,
b) contract or order requirements differing from those previously expressed are
resolved, and
c) MoonCafe has the ability to meet the defined requirements.
Records of the result of the review and actions arising from the review must be
maintained (see 4.2.4).
Where the customer provides the no documented statement of requirements, the customer
requirements must be confirmed by MoonCafe before acceptance.
Where product requirements are changed, the organization must ensure that relevant
documents are amended and that relevant personnel are made aware of the changed
requirements.

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7.2.3

Customer communication

MoonCafe must determine and implement effective arrangements for communicating

with customers in relation to
a) product information,
b) enquiries, contract or order handling, including amendments, and
c) customers feedback, including customer complaints.

7.3 Design and development

7.3.1 Design and developments planning
MoonCafe must plan and control the design development of product.
During the design and development planning, the organization must determine
a) the design and development stages,
b) the review, verification and validation that are appropriate to each design and
developments stage, and
c) the responsibilities and authorities for design and development.
MoonCafe must manage the interface between different groups involved in design and
development to ensure effective communication and clear assignment of responsibility.
Planning output must be updated, as appropriate, as the design and development
progresses.

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7.3.2

Design and development input

Input relating to product requirements must be determined and records maintained (see
4.2.4). These inputs must include
a)
b)
c)
d)

functional and performance requirements,

applicable statutory and regulatory requirements,
where applicable, information derived from previous similar design , and
other requirements essential for design and development.

The input must be reviewed for adequacy. Requirements must be complete, unambiguous
and not in conflict with each other.
7.3.3

Design and development outputs

The outputs of design must be in a form suitable for verification against the design and
development input and must be approved prior to release.
Design and development output must
a)
b)
c)
d)
7.3.4

meet the input requirements for design and development,

provide appropriate information for purchasing, production and service provision,
contain or reference product acceptance criteria, and
specify the characteristic of the product that are essential for its safe and proper
use.
Design and development review

At suitable stages, systematic reviews of design and development must be performed in

accordance with planned arrangements (see 7.3.1)
a) to evaluate the ability of the results of design and development to meet
requirements, and
b) to identify any problems and propose necessary actions.
Participants in such review must include representatives of functions concerned with the
design and development stage(s) being reviewed. Records of the results of the review and
any necessary actions must be maintained (see 4.2.4).

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7.3.5

Design and development verification

Verification must be perform in accordance with planned arrangements (see 7.3.1) to

ensure that the design and development outputs have met the design and development
input requirements. Records of the results of the verification and any necessary actions
must be determined (see 4.2.4).
7.3.6

Design and development validation

Design and development validation must be performed in accordance with planned

arrangements (see 7.3.1) to ensure that the resulting product is capable of meeting the
requirements for the specified application or intended use, where known. Wherever
practicable, validation must be completed prior to the delivery or implementation of the
product. Records of the result of validation and any necessary actions must be maintained
(see 4.2.4).
7.3.7

Control of design and development changes

Design and development changes must be identified and records maintained. The changes
must be reviewed, verified and validated, as appropriate, and approved before
implementation. The review of design and development changes must include evaluation
of the effect of the changes on constituent parts and product already delivered. Records of
the result of the review of changes and any necessary actions must be maintained (see
4.2.4)

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7.4 Purchasing
7.4.1 Purchasing process
MoonCafe must ensure that purchase product conforms to specified purchase
requirements. The type and extent of control applied to the supplier and the purchased
product must be dependent upon the effect of the purchased product on subsequent
product realization or the final product.
MoonCafe must evaluate and select suppliers based on their ability to supply product in
accordance with the MoonCafes requirements. Criteria for selection, evaluation and reevaluation must be establish. Records of the result of evaluations and any necessary
actions arising from the evaluation must be determined (see 4.2.4)
Ref: RW_PR_05 Doc. Purchasing Procedure
7.4.2

Purchasing information

Purchasing information must describe the product to be purchased, including, where

appropriate,
a) requirements for approval of product, procedures, processes and equipment,
b) requirements for qualification of personnel, and
c) quality management systems requirements.
MoonCafe must ensure the adequacy of specified purchase requirements prior to their
communication to the supplier.

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7.4.3

Verification of purchased product

MoonCafe must establish and implement the inspection or other activities necessary for
ensuring that purchased product meets specified purchase requirements.
Where MoonCafe or its customer intend to perform verification at the suppliers
premises, MoonCafe must state the intended verification arrangements and method of
product release in the purchasing information.
7.5 production and service provision
7.5.1 Control of production and service provision
MoonCafe must plan and carry out production and service provision under controlled
conditions. Controlled conditions must include, as applicable,
a)
b)
c)
d)
e)
f)
7.5.2

the availability of information that describes the characteristic of the product,

the availability of work instructions, as necessary,
the use of suitable equipment,
the availability and use of monitoring and measuring equipment,
the implementation of monitoring and measurement, and
the implementation of product release, delivery and post-delivery activities.
Validation of processes for production and service provision

MoonCafe must validate any processes for production and service provision where the
resulting output cannot be verified by subsequent monitoring or measurement and, as a
consequence, deficiencies become apparent only after the product is in use or the service
has been delivered.
Validation must demonstrate the ability of these processes to achieve planned results.
MoonCafe must establish arrangements for these processes including, as applicable,
a) defined criteria for review and approval of the processes,
b) approval of equipment and qualification of personnel,
c) use of specific methods and procedures,

d) requirements for records (see 4.2.4), and

e) revalidation.

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7.5.3

Identification and traceability

Where appropriate, MoonCafe must identify the product by suitable means throughout
product realization.
MoonCafe must identify the product status with respect to monitoring and measurement
requirements throughout product realization.
Where traceability is a requirement, MoonCafe must control the unique identification of
the product and maintain records (see 4.2.4).
7.5.4

Customer property

MoonCafe must exercise care with customer property while it is under MoonCafes
control or being used by MoonCafe. MoonCafe must identify, verify, protect and
safeguard customer property provided for use or incorporation into the product. If any
customer property is lost, damaged or otherwise found to be unsuitable for use,
MoonCafe must report this to the customer and maintain records (see 4.2.4).
7.5.5

Preservation of product

MoonCafe must preserve the product during the internal processing and delivery to the
intended destination in order to maintain conformity to requirements. As applicable,
preservation must include identification, handling, packaging, storage and protection.
Preservation must also apply to the constituent parts of a product.

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7.6 Control of monitoring and measuring equipment

MoonCafe must determine the monitoring and measurement to be undertaken and the
monitoring and measuring equipment needed to provide evidence of conformity of
product to determined requirements.
MoonCafe must establish processes to ensure that monitoring and measurement can be
carried out and are carried out in a manner that is consistent with the monitoring and
measurement requirements.
Where necessary to ensure valid results, measuring equipment must
a) be calibrated or verified, or both, at specified intervals, or prior to use, against
measurement standards traceable to international or national measurement
standards; where no such standards exist, the basis used for calibration or
b)
c)
d)
e)

verification must be recorded (see 4.2.4);

be adjusted or re-adjusted as necessary;
have identification in order to determine its calibration status;
be safeguarded from adjustments that would invalidate the measurement result;
be protected from damage and deterioration during handling, maintenance and
storage.

In addition, MoonCafe must assess and record the validity of the previous measuring
results when the equipment is found not to conform to requirements. MoonCafe must
take place appropriate action on the equipment and any product affected.
Records of the result of calibration and verification must be maintained (see 4.2.4).
When used in the monitoring and measurement of specified requirements, the ability of
computer software to satisfy the intended application must be confirmed. This must be
undertaken prior to initial use and reconfirmed as necessary.
Ref: RW_C_03 Doc. Equipment Calibration Checklist

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8 Measurement, analysis and improvement

8.1 General
MoonCafe must plan and implement the monitoring, measurement, analysis and
improvement processes needed
a) to demonstrate conformity to product requirements,
b) to ensure conformity of the quality manage system, and
c) to continually improve the effectiveness of the quality managements system.
This must include determination of applicable methods, including statistical technique,
and the extent of their use.
8.2 Monitoring and measurement
8.2.1 Customer satisfaction
As one of the measurements of the performance of the quality management system,
MoonCafe must monitor information relating to customer perception as to whether
MoonCafe has met customer requirements. The methods for obtaining and using this
information must be determined.
8.2.2

Internal audit

MoonCafe must conduct internal audits at planned intervals to determine whether the
quality management system
a) conforms to the planned arrangements (see 7.1), to the requirements of this
International Standard and to the quality management system requirements
establish by the organization, and
b) is effectively implemented and maintained.
An audit program must be planned, taking into consideration the status and importance of
the processes and areas to be audited, as well as the result of previous audits. The audit,
scope, frequency and methods must be defined. The selection of auditors and conduct of

audits must ensure objectivity and impartiality of the audit process. Auditors must not
audit their own work.
A documented procedure must be establish to define the responsibilities and requirements
for planning and conducting audits, establishing records and reporting results.
Records of the audits and their result must be maintained (see 4.2.4).
The management responsibilities for the area being audited must ensure that any
necessary corrections and corrective actions are taken without undue delay to eliminate
detected nonconformities and their causes.
Follow-up activities must include the verification of the actions taken and reporting of
verification results (see 8.5.2).
Ref: RW_PR_06 Doc. Internal Audit Procedure

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8.2.3

Monitoring and measurement of processes

MoonCafe must apply suitable methods for monitoring and, where applicable,
measurement of the quality management system processes. These methods must
demonstrate the ability of the processes to achieve planned result. When planned results
are not achieved, correction action must be taken, as appropriate.
8.2.4

Monitoring and measurement of product

MoonCafe must monitor and measured the characteristic of the product to verify that
product requirements have been met. This must be carried out at appropriate stages of the
product realization process in accordance with the planned arrangements (see 7.1).
Evidence of conformity with the acceptance criteria must be maintained.
Records must indicate the person(s) authorizing release of product for delivery to the
customer (see 4.2.4).
The release of product and delivery of service to the customer must not proceed until the
planned arrangements (see 7.1) have been satisfactorily completed, unless otherwise
approved by a relevant authority and, where applicable, by the customer.
1) RW_PR_07 Doc. Inspection Procedure
2) RW_D_03 Doc. Inspection Checklist

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8.3 Control of nonconforming product

MoonCafe must ensure that product which does not conform to product requirements is
identified and controlled to prevent its unintended use or delivery. A documented
procedure must be establish to define the controls and related responsibilities and
authorities for dealing nonconforming product.
Where applicable, MoonCafe must deal with nonconforming product by one or more of
the following ways:
a) by taking action to eliminate the detected nonconformity;
b) by authorizing its use, release or acceptance under concession by a relevant
authority nad, where applicable, by the customer;
c) by taking action to preclude its original intended use or application;
d) by taking action appropriate to the effects, or potential effects, of the
nonconformity when nonconformity product is detected after delivery or use has
started.
When nonconforming product is corrected it must be subject to re-verification to
demonstrate conformity to the requirements.
Records of the nature of nonconformities and any subsequent actions taken, including
concessions obtained, must be maintained (see 4.2.4).
Ref: RW_PR_08 Nonconforming Product Control Procedure

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8.4 Analysis of data

MoonCafe must determine, collect and analyse appropriate data to demonstrate the
suitability and effectiveness of the quality managements systems and to evaluate where
continual improvement of the effectiveness of the quality management system can be
made. This must include data generated as a result of monitoring and measurement and
from other relevant sources.
The analysis of data must provide information relating to
a) customer satisfaction (see 8.2.1),
b) conformity to product requirements (see 8.2.4),
c) characteristic and trends of processes and products, including opportunities for
preventive action (see 8.2.3 and 8.2.4), and
d) supplier (see 7.4).

8.5 Improvement
8.5.1 Continual improvement
MoonCafe must continually improve the effectiveness of the quality management system
through the use of the quality policy, quality objectives, audit results, analysis of data,
corrective and preventive actions and management review.

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8.5.2

Corrective action

MoonCafe must take action to eliminate the causes of nonconformities in order to prevent
recurrence. Corrective actions must be appropriate to the effects of the nonconformities
encountered.
A documented procedure must be establish to define requirements for
a)
b)
c)
d)
e)
f)

reviewing nonconformities (including customer complaints),

determining the causes of nonconformities,
evaluating the need for action to ensure that nonconformities do not recur,
determining and implementing action needed,
records of the results of action taken (see 4.2.4), and
reviewing the effectiveness of the corrective.

Ref: RW_PR_09 Corrective And Preventive Action Procedure

8.5.3

Preventive action

MoonCafe must determine action to eliminate the causes of potential nonconformities in

order to prevent their occurrence. Preventive actions must be appropriate to the effects of
the potential problems.
A documented procedure must be establish to define requirements for
a)
b)
c)
d)

determining potential nonconformities and their causes,

evaluating the need for action to prevent occurrence of nonconformities,
determining and implementing action needed,
records of result of action taken (see 4.2.4)
reviewing the effectiveness of the preventive action taken.

Ref: RW_PR_09 Corrective And Preventive Action Procedure

MoonCafe SDN BHD

Nonconforming Product Control Procedure

Doc Code
Prepared By

QM_01
Name:
Position:

Ref No
Approved By

RW_PR_08
Name:
Position:

Page

1. Purpose
1.1. To define the process for controlling non-conforming product found during the
manufacturing process or returned by a customer.

2. Scope
2.1. This procedure applies to all non-conforming products for Technical Services at
all locations.

3. Definitions
3.1. Non-conforming product Product is considered non-conforming when it is in
any way different from the specified product and/or approved sample.
Disposition appropriate action to resolve the non-conformance.
4. Responsibilities
4.1. Quality Assurance Manager Responsible for implementing and maintaining the
non-conforming product control system, including maintaining records.
4.2. Shop Supervisors Responsible for reviewing and dispositioning nonconforming product.
4.3. Employees Responsible for immediately identifying and segregating nonconforming product.

5. Procedure
Identifying and Controlling Nonconforming Product
5.1. Procedures:
5.1.1. MoonCafe manufacturing and product handling facilities have effective
controls for holding products and materials and for their proper disposition.
5.1.2. The hold procedure addresses at least two levels of holds, potential food
safety or regulatory concern and a non-food safety quality or other related

hold.
5.1.3. Materials that are determined to potentially contain unlabeled allergens are
placed on hold.
5.1.4. Any products or materials suspected to be non-conforming are held
immediately upon discovery.
5.1.5. Hold procedures are in place to prevent nonconforming materials from
being released to production or shipped inadvertently to customers.
5.1.6. Communication, monitoring, tracking, documenting, internal auditing, and
accountability for disposition of nonconforming materials are in place on all
hold actions.
5.1.7. MoonCafe facilities have an electronic traceability system in place to
locate and monitor held product.
5.2. Disposition
5.2.1. Determination of appropriate action to resolve the non-conformance is
done by the shop supervisor.
5.2.2. Disposition actions taken include:
Disposition
Rework
Accept as-is, with
appropriate
authorizations
including the
customer, when
required
Re-grade for other
use
Scrap

Approval Authority
Shop Supervisor
Division Manager

Control
Retest/re-inspect
Document
authorization

Shop Supervisor

Re-label and place in

inventory
Safe disposal

Division Manager

5.2.3. In addition, the shop supervisor will determine if corrective action should
be taken to eliminate the cause of the non-conformance. Corrective
actions are documented on form RW-0022.
5.2.4. Disposition actions are documented on nonconformance form RW-0026,
which is then forwarded to the quality department. The
quality department will confirm completion of disposition and control
actions for the nonconforming product before closing the form.
Non-conforming product forms are maintained as a record by the quality
department.

5.3. Post-Delivery Containment and Action

5.3.1. When non-conforming product is detected after delivery, action is taken
to mitigate the safety, quality and other effects of the non-conformity.
5.3.2. Post-delivery containment and action steps are recorded on the
non-conforming product form RW-0026.

6. Quality Record
Record Name
Non-conforming
Product Form
Work Order

Record Number
RW-0026

Record Location
QA common server

Record Access
Management

MP2 Database

7. Quality Document
Document Name

Document Number

Document Location

Non-conforming
Product Form

RW-0026

Technical Services
Requisition
Corrective Action
Request Form

RW-0027

http://www.rawcoffee.
com/research/resource
s/ts/QMSDocuments.
php
Shop Supervisors
Office
http://www.rawcoffee.
com/research/resource
s/ts/QMSDocuments.
php

RW-0022

Document
Access
All

All
All

8. Change Log
Revision Date
October 15, 2014

Approval
Ariff Farhaan

Description of Change
Initial Release
Rewrite to better meet ISO
9001:2008 standard

MoonCafe SDN BHD

CORRECTIVE AND PREVENTIVE ACTION
PROCEDURE
Doc Code
Prepared By

QM_01
Name:
Position:

Ref No
Approved By

RW_PR_09
Name:
Position:

Page

1. Purpose/Scope:
1.1. This procedure defines how corrective action is taken to address internal and
external (customer complaints) concerns.

2. Responsibility:
2.1. All MoonCafe employees, Supervisors and Division Managers are responsible
for reporting situations or issues that are perceived to require corrective action.
Managers are responsible for overseeing the investigation, resolution and follow
up for all corrective actions pertaining to their respective areas.

ISO 9001:2008 Reference: 8.5.2, 8.5.3 Corrective Action and Preventive Action
3. Corrective Action
Procedure:
3.1. When a customer complaint or internally identified problem is discovered, it is
communicated by the person receiving the complaint to their direct supervisor.
The responsible person will log the complaint in the Precision Service Request
module.
3.2. An initial investigation is conducted to learn more about the nature of the
problem. If necessary, information regarding the problem is documented.
3.3. If an initial investigation indicates a need for further action, a MoonCafe
representative is assigned to investigate the problem and identify the root cause.
3.4. A Service Request is forwarded to the appropriate supervisor. The person
assigned to investigate retains a copy of the report.
3.5. When appropriate, containment action is taken by notifying other production line
personnel so that the problem does not continue.
3.6. The responsible manager or supervisor will determine if there are other
departments where potential exists for the same problem so that the appropriate
personnel can be alerted. If the problem exists at other departments, the

respective managers are responsible for reporting existence of the problem.

3.7. The assigned MoonCafe representative will oversee the investigation and report
findings. Upon agreement of the root cause and responsibility for the problem,
appropriate action is taken.
3.8. The completed Service Request report is forwarded to the responsible manager
and the QA manager. The managers signature on the report indicates agreement
that the actions taken, both corrective and preventive are considered effective.
3.9. The Service Request report is given to QA as Quality System Management
Representative. The closed date is noted, the report is filed in a CLOSED file.

4. Preventive Action
Procedure
4.1. Upon completion of corrective actions, efforts should be made to identify areas
or processes where the same or similar problem might occur (e.g., other
production lines, related processed or departments). Preventive action shall also
be considered when previously implemented corrective actions have been
ineffective and problems repeat themselves.
4.2. Opportunities should be identified where the solution applied to a particular
problem could be extended to other processes and areas as appropriate to prevent
the same or similar problem.
4.3. To support preventive action, data from the customer complaint or problem log
are tracked and reported monthly. The total number of complaints and problems
are trended and complaint or defect categories are recorded.
4.4. These data are used to identify trends in recurring or chronic problems that may
require further action.
4.5. When preventive actions are identified, they are assigned to the appropriate
personnel for implementation. Preventive actions ae documented on a Corrective
Action report.
4.6. Information relative to corrective and preventive actions including process
changes are reviewed by management (refer to ISO 5.6)
4.7. Documented policies procedures or work instructions affected by process
changes resulting from problem solving activities are revised to reflect such
changes (Refer to ISO 4.2.3)

MoonCafe SDN BHD

PURCHASING PROCEDURE
Doc Code
Prepared By

QM_01
Name:
Position:

Ref No
Approved By

RW_PR_05
Name:
Position:

Page
1.

Purpose and scope

The purpose and scope of this procedure is to ensure that:

(a)

the staff of MoonCafe do not buy shoddy or inferior goods or services from the
cheapest supplier.

The goods or services bought must meet customers

requirements. The policy of purchase from sources that consistently deliver on

time, goods and services to the required specification at a fair and reasonable
price;

(b)

all purchasing by MoonCafe is carried out in a professional manner with

adequate records kept. For the purpose of ISO 9001, this procedure need only
apply to items affecting the quality of our product or service. However, to give a
common approach all purchasing within MoonCafe will follow these procedures;

2.

Responsibility
2.1

Any member of MoonCafe may require and request raw material, tools, goods or
services to be purchased (OR there may also be a purchase demand from Stock
Control reaching a re-order quantity for the stores stock.)
Following such a request a formal purchase order may be written out by the store
man or any manager. In practice the majority are raised by the Office Manager,
Purchasing Manager or a Director.

2.2

Before an order can be placed it must be reviewed and then signed for
authorisation to place the order outside MoonCafe.

It should be noted that this procedure outlines the only approved method of
raising purchases on behalf of MoonCafe.

Up to and including a value of RM5000 the purchase order can be reviewed and
authorised by a manager or Supervisor.

All orders above RM10000 must be authorised by a Director.

Whilst MoonCafe have a Purchasing Manager his responsibility is to procure the

goods. The Purchasing Manager cannot review and authorise Purchase Order.

2.3

Only the Quality Assurance manager or director can review and authorise
additional suppliers onto the Approved Suppliers List.

2.4

Goods receiving inspection will be carried out by the Quality Manager or

Supervisor.

3.

Implementation

3.1

Approval of MoonCafe suppliers

Items, material or services that affect the quality of the product or services that
are provided by MoonCafe shall be purchased from suppliers or subcontractors
that are on the formal Approved Suppliers List.

This list is given an issue number and date of issue and is authorised by the
Managing Director, QA manager or Department manager to authorise its issue.
To control its issue the list is attached as Annex A to this procedure (OR to
control its issue and to ensure that the same copy is used throughout the
organisation it is considered a controlled document and controlled as per
Operating Procedure 8).

3.2

To gain entry onto the MoonCafe Approved Suppliers List the firm,
organisation, consultant, certification body, or sole trader will be formally
evaluated and recorded on form Annex B to demonstrate at least one of the
following:

(i)

they are registered or certified by a recognised UKAS accredited independent

third party body to ISO 9001 with a scope of registration equivalent to the
products/services that MoonCafe require;

(ii)

they hold second party approval (i.e. approved by a recognised main contractor
e.g. British Rail, British Nuclear Fuels, etc.) may be judged to be acceptable for
appropriate products or services;

(iii)

there exists records that can demonstrate that the subcontractor or supplier has
historic evidence of providing quality goods or services, to MoonCafe
consistently over at least 3 orders during the last 6 months

(iv)

the supplier is an official distributor or approved agent for the material, parts or
service of a proprietary product;

(v)

that as a new supplier to MoonCafe The organisation has been carefully

evaluated for suitability and confirmation of ability to supply consistently to
MoonCafe specifications. This may be by trial order(s) or audit visit; the
evaluation will be documented on the Supplier Evaluation Record at Annex B;

(vi)

special qualification. To be detailed by memo by Quality Assurance Manager

which will be signed and dated and stapled to the Supplier Evaluation Record.

Record sheets are kept for each supplier/subcontractor to demonstrate the above
evaluation, see Annex B to this procedure. The stages on Annex B are selfexplanatory and go through the alternative methods of approval (i)-(vi) above.
Where a questionnaire is required this is shown at Annex C.

3.3

If an audit or confidential visit is made to a potential supplier it is recorded on the

form shown at Annex C of Operating Procedure 1.

The items to check and report on during the visit should include the following,
where appropriate:

4.

(i)

quality of management and systems;

(ii)

systems documentation;

(iii)

quality, training and ability of staff and operatives;

(iv)

process control and capability of their equipment;

(v)

storage facilities;

(vi)

typical products/service and check against specification;

(vii)

reject rates;

(viii)

check against the clauses of ISO 9001 where they apply;

(ix)

size, location, condition of equipment and buildings;

(x)

stockholding of materials and spares etc;

(xi)

financial viability.

Procedure for placing a purchase order

4.1

It is the policy of MoonCafe that all purchase orders be written, reviewed and
authorised before the order is actually placed.

4.2

Occasionally and by exception a telephone order has to be placed to meet an

urgent or emergency need. Such an order will be written down as soon as
possible and endorsed Confirmation of telephone order by our Managing
Director.

4.3

As MoonCafe does not place many orders and they are generally of brief
description it has been found that a standard A5 stationery triplicate book with
pre-printed serial numbered pages is entirely satisfactory for our needs.

The Purchase Orders will have a unique serial number. The order must be clearly
legible and specify the supplier and the details of what are required. The entry
must be sufficient to unmistakably identify the supplier and also the description
must uniquely specify, without any doubt, precisely what is to be supplied. Use
can be made of suppliers brand names or catalogue numbers if appropriate. If a
full engineering, technical or chemical specification is required, this will be
written and detailed on the order, or referenced with a copy attached.

Items to be identified on a Purchase Order may include:

(a)

Purchase Order Number;

(b)

Supplier name;

(c)

Date of Order;

(d)

Supplier address;

(e)

Goods, material or service required;

(f)

Any appropriate specification or part or drawing numbers;

(g)

Level, grade, type, etc;

(h)

Agreed fee or price (recommend clearly state whether with or without

VAT);

(i)

Delivery date and address: mode of transport where appropriate;

(j)

Quantity;

(k)

Inspection, certification or special requirements;

(l)

MoonCafe project description or job number;

(m)

Markings, identification, or special pack, if required

If a MoonCafe customer has made a specification on raw material or

components, this becomes the minimum required of any Purchase Order. If

special QA arrangements, test or verified product documentation is required, they
must be specified on the Purchase Order.

If it is considered desirable that a representative of MoonCafe inspect the

suppliers processes, systems or the items/material before despatch this will be
specified on the customer for these items/material will visit our supplier this also
will be specified as a condition of the Purchase Order.

4.4

One of the persons designated in para. 2 will review the order to ensure:

(i)

the proposed supplier is on the Approved List;

(ii)

the detail given appears to be correct and adequate;

(iii)

the appropriate funds are available for this project/purchase order and it
is agreed that this may be spent.

If they are satisfied they will sign and date the Purchase Order in the Triplicate
Book (OR Purchase Order Form). The top copy will go to the supplier (it may
be photocopied and faxed, if required), the bottom copy will stay in the Purchase
Order Book (OR outstanding Purchase Order File). The middle copy will be sent
to the foods inward area so they can check the items delivered and the suppliers
advice and/or delivery note against the original Purchase Order (OR some of
MoonCafe suppliers, as a condition of their trading, will not accept written
orders. In these cases the top copy will remain in the Triplicate Book endorsed
Verbal Purchase Order.)

4.5

Purchases from unapproved suppliers. Occasionally and by exception it is

sometimes essential to buy from an unapproved supplier. There may be several

reasons, e.g. they are the sole supplier, emergency breakdown and they are on
location, one-off purchase of uncommon item, etc. If this happened all copies of
the Purchase Order (including the copy for the supplier) will be endorsed
unapproved supplier, items to be inspected carefully on receipt by MoonCafe,
or other appropriate checks or verification.

4.6

Occasionally our customer will specify a supplier (or model/material) that is not
approved by MoonCafe plc. This will be treated as a condition of the contract
place on MoonCafe plc , such orders will not be endorsed, refer to unapproved
suppliers in previous paragraph. If it is considered or subsequently found that the
material or items specified by the customer are not available, are illegal, will not
perform, or give unacceptable health and safety risks, etc., the client will be
requested in writing to approve an alternative.

4.7

Amendments to Purchase Orders will always be reviewed and if possible be in

writing either by memo or fax. A copy of the amendment will be sent to the
supplier, with copy attached to the office copy of the Purchase Order and an
additional one for the goods inward copy of the Purchase Order.

4.8

(OR, site staff are authorised to make exceptional purchases of standard

proprietary items or materials up to the value of RM500, if required to keep the
job going, or to time, to satisfy the customer. This will be reviewed by the
Contract Manager and the monies refunded.

If the items or materials are

considered unsatisfactory by the Contract Manager, they will be replaced at no

additional cost to the client),

5.

Procedure for goods inward inspection

5.1

When the delivery has been inspected, to check both the delivery note and the
goods provided satisfy the Purchase Order requirements, the goods inward copy
of the Procedure Order (OR the delivery note) is signed (OR stamped), and dated
and passed to MoonCafe to clear the invoice. These copies are retained in a lever
arch file to maintain a simple record of Goods Inward Inspection. (OR the
record of Goods Inward Inspection of the quality critical items is maintained on
the cards shown at Annex E) (OR due to the quantities and variety of items being
delivered it has been found useful to maintain a Goods Inward Record Book.
This takes two pages of A4 with the headings shown at Annex F).

The member of staff requiring the goods is informed by phone that the ordered
items have been delivered and may be collected (OR will be delivered) (OR will
be booked into the stores).

5.2

If defective items are found they will be dealt with as Operating Procedure 4
Control of Material and Operating Procedure 7 Corrective & Preventive
Actions

5.3

As the quantities delivered are small they will be inspected 100% (OR as some
deliveries are large a statistically based sampling plan has been developed using
BS 6001 Statistical Sampling of Batches for attributes as a guide).

5.4

As MoonCafe is a small firm with relatively few suppliers, a defective delivery

or a poor supplier has a serious affect on MoonCafe production. Hence a poor
supplier is automatically identified, therefore no formal vendor rating or scoring
system is required.

5.5

All items arriving at MoonCafe will be unboxed and checked for damage and
visual appearance. Due note will be taken of any special requirement of the
Purchase Order or printed on the product or manufacturers label.

If a

dimensional check or laboratory test is required on receipt this will be specified

by the person raising the Purchase Order and will be on the Goods Inward copy
of the Purchase Order (OR by memo that is signed and dated), (OR items
designated Quality Critical items will be identified on a list authorised by the
Quality Manager. For these items a Goods Inward Record Card see Annex E, is
completed. This card specifies and records the tests carried out on each delivery
and the sample tested, etc).

5.6

MoonCafe plc will specify on the Purchase Order four levels of Inspection:

A = 100% inspection of receipt

B = appropriate or intuitive sample inspection
C = Inspection of delivery note against purchase order only. Do not unpack or
break seal. Leave goods in protective pack.
D = no inspection required.

5.7

Urgent release of material

No incoming items or material should be used until cleared goods inward
inspection. See Operating Procedure 4 para. 3.4 for emergency or urgent use.

5.8

Delivery of free-issue material or customer property

This will have limited visual inspection. Free Issue material and items WILL be
recorded in the Goods Inward Records to demonstrate acceptance and control.

They will be labelled as per Operating Procedure 4, or any special authorised

instructions. The checks will be limited to:

(i)

ensure adequately labelled or identified to prevent misuse or disposal without

customers permission;

(ii)

check quantities and advise any shortages;

(iii)

check if items are correct to type or description;

(iv)

if to be stored where they are not seen regularly, a periodic inspection for
deterioration, (which will be recorded).

It is also understood that customer property can include intellectual property such
as designs, drawings, commercial-in-confidence information, etc. Such customer
property will remain commercial-in-confidence, it will not be photocopied for
supply to others, or used by MoonCafe on our own products.

If we have visitors to MoonCafe, due care will be taken to ensure that the visitors
do not have sight of their competitors work or designs.

Ref : RW_PR_05_01-List of Price

RAW COFFEE SDN BHD

WORKING INSTRUCTION
Doc Code
Prepared By

QM-01
Name:
Position:

Ref No
Approved By

Name:
Position:

Page

1.0 Instruction Procedure

1.1 Ingredients
40kg coffee powder
20kg sugar
30kg creamer powder
10kg milk powder
Reference ; RW_WI_01_01 : work instruction document indgredients.

1.2 Procedure
Firstly, inside all the ingredients in the mixed machine. Make sure the cover close to
avoid dust inside the mixed machine.
Second, set the mixed machine to run in 1 hour.
Reference ; RW_WI_01_02 : Work Instruction Mixed Machine

Third, take out the powder that form the mixed. Then put the mix powder to sachets
packing machine.
Fourth, put the sachet roll to sachet packing machine.
Reference : RW_WI_01_03 : Sachet Roll Instruction
Fifth, set the sachets packing machine.
Reference : RW_WI_01_04 : Packing Machine Setup Intructions.

Sixth, do the quality checking and inspection test at the sachet.

Reference : RW_WI_01_05 : Work Instruction Quality Product.
Seventh, put 10 sachets in 1 box in vertically. Then, put 12 boxes in 1 packing.
Eighth, arranged the packing in the store.

 Objectives

The purpose of company which is:

1.1.1 Management
i.

To achieve high customer satisfaction survey rating

1.1.2 Administration
i.

To achieve low absenteeism

ii.

To achieve more supplier delivery rating

1.1.3

Quality Department

i.

To achieve customer complaint below 2 VCAR monthly

ii.

Efficient and quality service explicitly to our standard customers

1.1.4 Production and Engineer Department

i. To achieve high quality technology and effective to countrys
development
1.1.5 Maintenance Department
i. To achieve low breakdown systems and equipment

Introduction of ISO 9000

ISO is the abbreviation for International Organization for Standardization, head-quarted

in Geneva. It is world standard body, in which most countries remember. It engaged in
formulating standard specification in a variety of discipline such as quality management,
information technology, metrology.etc. There is also called International ElectroTechnical Commission (IEC), which specializes in formulating standard specification,
pertaining to the electro-technical area. ISO has published many standard. One of the
most acclaimed standard worldwide is the ISO 9000 family of standard.

Introduction of Company
Raw Coffee was established in year 2014 and has managed by a group who

has an experienced in coffee manufacturing. The accountability of maintaining and

control the company progress will not lies only on one person. Wider experience is
brought to the firm and some degree of specialization is possible. The last benefit of
partnership is the affairs of the business are still in private.
The Raw Coffee was achieved possible by a group of experienced and managed by
Bumiputera. These company executives representing by the administration, marketing,
sales, finance, technician and operations. These executives bring to the company a large
degree of experience in the coffee manufacturing field. Our activities are based on
manufacture coffee and market the coffee around Malaysia and some neighbor country
such as Singapore, Brunei, Thailand and Indonesia.

Quality Manual
Established to be proper to the companys purpose & business
together with the main aim of achieving customer satisfaction through:

Quality
Commitment
Communication
Customer Service
Continual Improvement

Figure 3.0

Main Aim

operation

 Company Logo

Figure 4.0

2.0

Company Logo

Company Profile

Name
Business Type
Product / Service

Address

Raw Coffee Sdn. Bhd

Manufacturer
Coffee Sachet
Raw Coffee Sdn. Bhd
No.8 , Komplek SME Bank 27/54,
Kawasan Perindustrian Mergong,
07700 Alor Setar,
Kedah Darul Aman.

Telephone No.
Fax No.
Employee
Year Establish
Legal Representative/Business Owner

04-1234567
04-1234567
50
2014

Main Market

Supermarket, Mini Mart, Groceries

store.

Company Vision
To establish Raw Coffee as a premier purveyor of the finest coffee in the world while
maintaining our uncompromising principles while we grow.

Company Mission
To inspire and nurture the human- one spirit, one cup, and one neighborhood at a time