Issue: 1.

0 Rev: 0

QUALITY MANAGEMENT SYSTEM

OVERVIEW

Co Name AND/OR LOGO

Company Address: XXXXXXX

Company Registered Number: XXXXXXX

Scope of Certification

Including:

Additional Scope Regulation Specifics, for example;

Estate Agents,
RICS.

Contents
Company Address:............................................................................................................. - 0 -
Scope of Certification......................................................................................................... - 0 -
ORGANISATION PROFILE................................................................................................- 4 -
ORGANISATION FOREWORD..........................................................................................- 4 -
QUALITY POLICY.............................................................................................................. - 5 -
Context of the Organisation............................................................................................- 6 -
Leadership...................................................................................................................... - 6 -
Planning......................................................................................................................... - 6 -
Support........................................................................................................................... - 6 -
Operation....................................................................................................................... - 8 -
Performance Evaluation.................................................................................................- 8 -
Life Cycle Perspective....................................................................................................- 8 -
Improvement.................................................................................................................. - 9 -
Audit Process................................................................................................................. - 9 -

REVISION & AMENDMENT REGISTER

Date Page Issue Rev Revision Details

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NOTES:
It is the responsibility of the designated representative to amend, recall, and update
all internal copies of this document

A new Revision Number denotes that individual page(s) have been revised. These
changes will be identified on each page where they occur.

A new Issue Number denotes that the document has been fully reprinted.

The Amendments Records Page(s) will be retained in the current version of this
document.

Holders of un-controlled copies must be advised of any amendments or subsequent

issues

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ORGANISATION PROFILE

Insert company website refer to company website and the about us section if unsure.

ORGANISATION FOREWORD

The company has chosen to implement this Business Management System as a strategic
decision, with the intention of improving the overall performance of the company. As laid out
in the Quality Policy, this is intended to result in securing efficiency, a strong customer focus
and enhancement of long-term sustainability and profitability within the Organisation.

Meet Legal
&
Regulatory
Requireme
nts

Demonstra
ISO
900
te Enhance
Conformity Customer
& Process Satisfaction
Controls

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Address
Risks &
Opportuniti
es

3
QUALITY POLICY

The continuing Policy of Insert Company Name is to provide a high quality,

professional and efficient service to ensure the satisfaction of all of the requirements
of our clients. This achievement will result in securing efficiency, a strong customer
focus and enhancement of long-term sustainability and profitability within the
Organisation.

The Management Team will show leadership and commitment, and bear the
responsibility for establishing, implementing, integrating and maintaining the Quality
Management System.

We undertake to ensure sufficient resources are made available within the

Organisation to achieve this. We undertake to ensure through communication,
engagement, practical example and training that Quality is the aim of all members of
the Organisation.

Through direction and support, each employee will have a proper understanding of
the importance of the Quality System function, their responsibility to contribute to its
effectiveness, and its direct relevance to the success of the Organisation.

Equally, every employee is responsible for, and will be trained to perform the duties
required by his or her specific role.

The Organisation has a Policy of promoting continual improvement and setting of

Quality Objectives in line with the framework laid down within ISO 9001:2015
Standard. These objectives will address the risks and opportunities within the
Organisation as determined by Top Management.

We hereby certify that this Quality Manual and the Standard Operating Procedures
Manual accurately describes the Quality System in use within the Organisation to
meet the requirements of ISO 9001:2015.

The Quality System will be monitored, measured, evaluated and enhanced regularly
under the Top Managements ultimate responsibility, with regular reporting and
communication of the status and effectiveness at all levels.

Signed Click here to enter text.

Position Click here to enter text.

Date

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5
Context of the Organisation
Clause 4 of the standard requires us to understand our organisation and its context,
needs and expectations of all interested parties, the scope of this management
system and our processes.

INSERT ASSESSMENT TEXT

Leadership

Clause 5 of the standard requires leadership commitment, customer focus,

establishing and communicating a quality policy and ensuring organisation roles,
responsibilities and authorities are assigned, communicated and understood.

INSERT ASSESSMENT TEXT

ORGANISATION CHART

Planning

Clause 6 requires actions to address risks and opportunities, the establishment of

quality objectives, at relevant functions, levels and processes, and the planning of
any changes to maintain the integrity of the management system

INSERT ASSESSMENT TEXT

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Support

Clause 7 of the standard requires the determination and provision of resources such
as its people, its infrastructure, and its environment needed for the establishment
maintenance and improvement of the management system. Resources should also
be determined and provided to ensure monitoring and measuring, measurement
traceability, organisational knowledge, competence, awareness and internal and
external communication

The organisations quality management system shall include documented information

required by the standard that documented information necessary for the effectiveness
of the management system including the creation and updating of documented
information, and the control of documented information

INSERT ASSESSMENT TEXT.

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The control of Documented Information is managed in line with the following
procedure:
Documented information
is controlled through
referencing with unique
ID , issue & date of Issue
and recorded on the
document control register
Documented information
shall be protected
through virus control and
backed up
The retention period of
documented information
shall be identified in line
with statutory, regulatory
or company practice and
recorded.
New documentation
referenced and entered
on document control
register
The format of how
documentation is to be Documents suitably
held is determined i.e. protected against
hard or soft copy, unauthorised access and
bespoke or proprietory amendment
software
Documented information
Documented information
to be fully completed and
is stored and maintained
legible and filed in
in such a way that it is
accordance with existing
readily retrievable
practice.
All external documents
are controlled and New or amended
recorded on the register documentation to be
and updated as formally approved
appropriate.
Amended documentation
issued with relevant issue
Previous version is
number and date of issue
obsoleted
& document control
register updated.
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Operation
Clause 8 of the standard requires the organisation to plan, implement and control the
processes needed to meet the requirements for the provision of products and
services and these include.

Requirements for products and services.

Design and development
Control of externally provided processes
Production and service provision
Release of products and services
Control of non-conforming outputs.

INSERT PROCESS FLOW CHART

INSERT ASSESSMENT TEXT

Performance Evaluation

Clause 9 of the standard requires monitoring measurement, analysis and evaluation

of the effectiveness of its management system, which includes customer satisfaction,
internal audit, and planned management review meetings.

INSERT ASSESSMENT TEXT

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The internal audit procedure is documented below:

Establish Audit Determine: Audit Scope,

Audit Briefing
Programme Criteria of Audit, Auditors

Document findings and
report to relevant
management
Identify non-
conformances & agree
areas for improvement Conduct
and/or appropriate
corrective actions

Corrective actions agreed

and implemented to Sign off audit reports at Conduct follow up audit if
ensure non recurrence of next management review required
non-conformance

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Improvement

Clause 10 of the standard requires the determination and selection of opportunities

for improvement and implementing any necessary actions to meet customer
requirements and enhance customer satisfaction. This includes non-conformity and
corrective actions including those arising from complaints

INSERT ASSESSMENT TEXT

The non-conformance procedure is documented below:

Non Conformance
Identified. (Source
could include: Responsibility for Determine root
corrective action Deal with/control
Complaint, Supplier cause.
determined and consequences.
issue, Internal Audit
finding, Internal undertaken
process error,
feedback.)

Determine if similar Review and

non-conformities exist analysis Corrective action Corrective action
or could occur. undertaken and recorded on log report completed
discussed at MRM

Determine if any Communicate and

actions required to implement any agreed
ensure non- Actions including Review effectiveness
conformity does not making necessary of actions at MRM
recur. changes to the
Management Systems

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The organisation adopts a policy of continual improvement.

This is vital to the maintenance of business performance, meeting customer

requirements and satisfaction levels, and subsequently the companys external
reputation.

The company undertakes the following actions to identify opportunities and achieve
the continual improvement of its management system:

Setting of Objectives.
Regular review of the Quality Policy.
Management Review Meetings. Review of the management system, trend
analysis and evaluation takes place with a view to identifying opportunities for
improvement.
Staff suggestions for improvement.
Robust Internal Communication.
Regular review of staff competence, organisational knowledge and awareness
levels with training implemented as required.
Internal Audits opportunities arising from non-conformances identified.
Customer Survey feedback is evaluated and used to implement
improvements.
Review of external providers any issues are identified and improvements
made where necessary.
Keeping up to date with changes in the market place.
Top management taking ownership of the management system and looking
for improvements when reviewing the organisations strategic direction.

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