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QUALITY MANUAL

KHALID SAEED ALHAJRI COMPANY LTD

QUALITY MANUAL

00 First Issue : ISO 9001:2015 QMR AGM 22-04-17

REV DESCRIPTION PREPARED APPROVED DATE


BY BY

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A. Table of Contents
Section No. Contents / Items
A Table of Contents

B Amendment records
INTRODUCTION
1.1 Quality Manual Overview
1.2 QM Distribution
1.0
1.3 Amendment and approval
1.4 Scope of Quality Management System
1.5 QMS Exclusion
THE COMPANY
2.1 Khalid Saeed AlHajri Company Ltd Brief History
2.0
2.2 The Organization Chart
2.3 Responsibility and Authority
COMPANY MISSION
3.0 3.1 Quality Policies
3.2 Quality Objectives

QUALITY MANAGEMENT SYSTEM


4.1 General Requirements
4.2 Documentations Requirements
4.0 4.2.1 QMS Planning
4.2.2 QMS Documentation
4.2.3 Control of Documents
4.2.4 Control of Record
MANAGEMENT RESPONSIBILITY
5.1 Management Commitment
5.2 Customer Focus
5.3 Quality Policy
5.4 Planning
5.0
5.4.1 Quality Objectives
5.4.2 Quality Management System (QMS) Planning
5.5 Responsibility ,Authority and Communication
5.5.1 Responsibility and Authority
5.5.2 Management Representative

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5.5.3 Internal Communication


5.6 Management Review

RESOURCES MANAGEMENT
6.1 Provision of Resources
6.2 Human Resources
6.0 6.2.1 General
6.2.2 Competence, Awareness and Training
6.3 Infrastructure
6.4 Work Environment

PRODUCT REALIZATION
7.1 Planning for Service Realization
7.2 Customer related Process
7.2.1 Determination of requirement related to service
7.2.2 Review of requirements related to products
7.0 7.2.3 Customer communication
7.3 Design and Development
7.4 Purchasing
7.4.1 Purchasing Process
7.4.2 Purchasing Information
7.5 Production and Service Provision
7.6 Control of Monitoring and Measuring Equipment

MONITORING & MEASUREMENT


8.1 General
8.2 Monitoring and Measurement
8.2.1 Customer satisfaction
8.2.2 Internal Audit
8.2.3 Monitoring and Measurement of Process
8.0 8.2.4 Monitoring and Measurement of Product
8.3 Control of Nonconforming Products
8.4 Analysis of data
8.5 Improvement
8.5.1 Continual Improvement
8.5.2 Corrective Action
8.5.3 Preventive Action

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B. AMENDMENT RECORDS

This sheet will record all amendment of the standard Quality Manual. All particulars of the
amendments shall be stated clearly. The ISO Coordinator of Khalid Saeed AlHajri Company Ltd
(KCT) shall be responsible for the maintenance and update of this record sheet.

REASON / PURPOSE
CLASSIFICATION DATE REVISION PART
OF REVISION

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1.0 INTRODUCTION

1.1 QUALITY MANUAL OVERVIEW

This document describes Khalid Saeed AlHajri Company Ltd (KCT), overall policies with
regards to the QMS Implementation. It is also highlights the compliance to ISO
9001:2015

Head Office
Khalid Saeed AlHajri Company Ltd
P.O Box 7326
Dammam 31462
Kingdom of Saudi Arabia.
E-mail: kct@ksalhajri.com
Website: www.ksalhajiri.com
Tel: 013/8685403
Fax: 013/8684769

Transportation Division
Khalid Saeed AlHajri Company Ltd
P.O Box 411
Abqaiq 31962, Dammam
Kingdom of Saudi Arabia.
E-mail: kcttransport@yahoo.com

1.2 QM DISTRIBUTION

The Quality Manual shall be distributed to relevant personnel in ensuring the


effectiveness of implementation.

Each document holder shall be designed with unique number. The document holder
required to safeguard the document. The Quality Manual is treated as CONFIDENTIAL
DOCUMENT.

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1.3 AMENDMENT AND APPROVAL

The KCT Manual shall be reviewed from time to time in ensuring its suitability. The
process of amend shall be done by QMR or ISO Coordinator and approve by President.

1.4 SCOPE OF QMS REGISTRATION

The scope of Khalid Saeed AlHajri Company Ltd registration, QMS under the ISO
9001:2015 is defined as;

Transportation Division:

Provision of services for Heavy Equipments and Transport.

1.5 QMS EXCLUSION

Exclusion from ISO 9001:2015 requirements due to the nature of the product and
services to the client comprises of the following:-

a. Design and development (Clause 7.3.1 7.3.7)


b. Validation process for production (Clause 7.5.2)

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2.0 THE COMPANY

2.1 KHALID SAEED ALHAJRI COMPANY LTD BRIEF HISTORY

Khalid Saeed AlHajri Company Ltd, one of Saudi Arabias leading Heavy Equipment
Transportation Company since 1986. It was a seed at the early beginning; it grew over
the years to become a young tree with deep roots; its Sheikh Khalid Bin Saeed Alhajri
Group. The beginning was through ICT, a small institution established by Chairmans
father. But after his death in 1984, the challenges started although he was only 16 year
old. Through years, the institution was developed to become more comprehensive,
until it becomes a group working in different field such as heavy transport, heavy
equipments, fuel haulage, rig moving, tires and car accessories, water treatment plant,
travel & tourism, security services, furniture, real estates etc.
Our vision is to provide the highest service quality to our clients by employing the latest
technology. Our highly dedicated & specialized teams of skilled personnel are ever
ready to be utilized in such services:

KCT Available Services:

a) Heavy Equipment & Transportation:


Our services for Heavy Transportation and Heavy Equipment Rental are
operating at various locations for Major Companies like Weatherford, Nabors,
Arabian Drilling Company (ADC), XTD, Drilling and petroleum Services (DPS) etc.

b) Fuel haulage:
Hauling of fuels from major companies like Arabian Drilling Company (ADC),
XTD, Drilling and petroleum Services (DPS) etc.

c) Water Transportation:
Water supply to various rigs all around Saudi Arabia.

2.2 THE ORGANIZATION CHART

To ensure a good reporting and communication system, KCT Transport has an


established organization structure as refer to KCT-QMS-ORG 00. This chart shows the

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various departments, functions and reporting relationship within the company. In the
absence of any individual within the company, responsibility is delegated to the next
available officer down in the organization chart.

2.3 RESPONSIBILITY AND AUTHORITY

Within the organizational reporting structure of Khalid Saeed AlHajri Company Ltd, the
Owner/President has a complete authority over all matters pertaining to quality. The
Owner/President through the Management Representative has the responsibility to
maintain the effective operation of the quality system and service quality. The
Management Representative and Quality Management Members shall maintain and
ensure the effective operations of the quality system. They have authority and
responsibilities defined within their job descriptions to enable them to:

a) Initiate action to prevent the occurrence of any nonconformity relating to the


services, process, equipment and quality management system;
b) Identify and record any problem relating to the services, process, equipment
and quality management system;
c) Initiate, recommend or provide solutions through designated improvement
channels;
d) Verify the implementation of the solutions;
e) Control further processing, delivery of nonconforming services until the
deficiency or unsatisfactory condition has been corrected.

The responsibilities and authorities of QMR of Khalid Saeed AlHajri Company Ltd are as
follows:

a) Ensure the planning of the quality management system is carried out in order
to meet the customer requirements as well as the quality objectives
b) Ensure the integrity of the quality management system is maintained when
changes to the quality management system are planned and implemented
c) Reporting to top management on the performance of the quality
management system and any need for improvement, and
d) Ensuring the promotion of awareness of customer requirements throughout
the organization

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3.0 COMPANY MISSION

3.1 QUALITY POLICY

It is the policy of Khalid Saeed AlHajri Company Ltd, to deliver services of the highest
quality to meet and ensure our customer's satisfaction. Employees are our main asset;
their dedication and motivation to customer service in safe and clean environment is a
key to our success. Quality is the base of our competitive advantage.

With customer satisfaction as our primary goal, Khalid Saeed Company is committed to
systematic approach by implementing Quality Management System (QMS). To realize
this, we have adopted the quality principles while promoting continues improvement
as a symbol of life. It is the responsibility of every individual in the company to apply
quality to all work processes.

To achieve this, we shall:

a. Commit to comply with ISO 9001:2015 and applicable customer satisfaction.


b. Plan, monitor and review the quality objective of services and equipment at
all stages of processes with the goal of achieving zero defect performance
standard.
c. Understand and clearly define our customer requirements, and deliver
services of the highest standard.
d. Ensure that all internal staffs are provided with the highest level of necessary
skills and training.
e. Protect the environment in the communities where we work and live

The company believes in a philosophy of never ending improvement in the


effectiveness of the quality of system, processes, services, equipment and staff to
achieve total customer satisfaction.

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3.2 QUALITY OBJECTIVES

Khalid Saeed AlHajri Company Ltd has established measurable Quality Objectives in
tandem with the Quality Policy. Our primary objective is to be a dynamic well service
and solution provider of choice and meeting customer satisfaction through:-

1. Operation

To conduct operations in the most efficient manner through a safe and well
structure operations planning:

a. Heavy Equipment and Transportation


i. Zero (0) equipment / tool shortage for operations.
ii. Zero (0) client complaint.

To maintain zero (0) Lost Time Injury (LTI) and Medical Treatment Injury (MTI) /
Restricted Work Case (RWC) towards meeting the client health and safety
requirements.
To ensure hundred percent (100%) compliance to statutory, regulatory and client
operational requirements.
To achieve and maintain clients satisfaction rate of eighty percent (80%) based on
the client satisfaction surveys and analysis conducted monthly.

2. Sales & Marketing


To achieve and maintain clients satisfaction rate of eighty percent (80%) based on
the client satisfaction surveys and analysis conducted monthly.

3. Supply Chain
To ensure hundred percent (100%) conformance to all contracts term and
conditions.

4. Human Resource
To ensure continuous improvement on personnel competency and skill, by
providing related training and utilize zero point five percent (0.5%) of the total
revenue.

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4.0 QUALITY MANAGEMENT SYSTEM

4.1 GENERAL REQUIREMENTS

Khalid Saeed AlHajri Company Ltd shall establish, document, implement and maintain a
Quality Management System and continually improve its effectiveness in accordance
with the requirements of ISO 9001: 2015 Quality Management System.

KCT shall:

I. Identify the processes needed for the QMS and its applications throughout the
organization,
II. Determine the sequence and interactions of these processes,
III. Determine criteria and methods needed to ensure both operation and controls
of these processes are effective,
IV. Ensure the availability of resources and information necessary to support the
operation and monitoring of these processes,
V. Monitor, measure and analyze these process, and
VI. Implement action necessary to achieve planned results and continual
improvement of these processes.

These processes shall be managed by the organization in accordance with the


requirements of the International Standard.

Should there be any outsourced processes; KCT shall ensure adequate control over
outsourced process that affects conformity to requirements.

4.2 DOCUMENTATION REQUIREMENTS

4.2.1 QMS Planning

The QMS Planning is as per illustrated in the KCT Quality Policy and Quality
Management System Mapping. Changes in QMS shall be reviewed in the

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Management Review Meeting and approved by Top Management to ensure the


integrity of the QMS is maintained.

4.2.2 QMS Documentation

Khalid Saeed AlHajri Company Ltd, documentation structure has been


established into three levels in compliance with ISO 9001 requirement. The
QMS documentation is to ensure the effectiveness of implementation of the
QMS processes. The documentation structure is as per illustration below

QUALITY
MANUAL

PROCEDURES

SUPPORTING DOCUMENTS

4.2.3 Control of Documents

Khalid Saeed AlHajri Company Ltd has established a documented procedure to


control of document that includes generating and amending of new and
existing documents respectively.

a) All documents shall be approved by the appropriate personnel before it is


issued to the relevant document holder.
b) The master list identifying the current revision status shall be established as
to preclude the use of invalid or obsolete document.

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c) Any document which found obsolete shall be removed from all point of use.
The obsolete document retained for knowledge preservation purpose shall
be indicated as OBSOLETE .
d) Document shall be legible and clearly identified for its status.
e) The external documents such as API Standard, ISO 9001, etc. also shall be
controlled.
f) All the procedure including Quality Manual shall be kept as confidential and
shall not be distributing to any external party unless approval is made by
President/Owner and must stamp UNCONTROLLED COPY

4.2.4 Control of Records

Records established to provide evidence of conformity to the requirements and


effective operation of the QMS shall be controlled. Khalid Saeed AlHajri Company Ltd
shall establish a documented procedure to define:
a. A procedure is maintained to document the controls needed for identification,
storage, protection, retrieval, retention and disposition.
b. Records are kept legible, readily identifiable and retrievable.
Quality records are maintained by each department to provide evidence for the item or
service and testify directly or indirectly that the product is in compliance with the
standard /contractual requirements.
All quality records shall be indexed, compiled and readily retrievable to prevent
unintended use of obsolete documents. All quality records are stored in a suitable
environment to minimize deterioration, damage as well as to prevent loss. Minimum
retention time of all records:-

I. The quality records shall be kept for 3 years (normal records), 5 years (contract
related records) and 7 years for Finance records.
II. Equipment history and maintenance report shall be kept as long as equipment
is still in use.
III. Personnel and history of training report should be kept as long as the person is
still in service.
IV. History of calibration shall be kept as long as equipment is still in use.

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5.0 MANAGEMENT RESPONSIBILITY

5.1 MANAGEMENT COMMITMENT

The management of Khalid Saeed AlHajri Company Ltd is committed in the


development and implementation of quality management system and will continually
improve its effectiveness. Our commitment is expressed as follows:

a. Communication throughout the organization about the importance of fulfilling


customer, legal, and regulatory requirements.
b. Establishing of quality policy.
c. Establishing of quality objectives
d. Conducting management review
e. Ensure availability of resources.

5.2 CUSTOMER FOCUS

Khalid Saeed AlHajri Company Ltd to strive its best to be a customer-oriented


organization. In order to continuously satisfy our customers, we shall ensure that our
customer requirements are met through:
a. Continuous reminders during our weekly meeting to staff on the importance of
customers;
b. Determination of requirements related to services
c. Ensuring customer satisfaction
d. Maintaining good communication with customers

5.3 QUALITY POLICY

Khalid Saeed AlHajri Company Ltd shall ensure Quality Policy is being implemented and
achieve at all section. In order to achieve this, the following strategies shall be
compiled:-
a. Ensure Quality Policy is communicated and understood

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Each Section Head shall play a vital role in explaining the Quality Policy to the staff
through orientation briefing, on job training or other forms of communication. The
Policy shall be displayed at the prominent locations as a constant reminder.
b. Ensure Quality Policy is implemented
Through the involvement and commitment from all level of staff and employee by
adhering to the documented Quality System. Monitor the implementation of Quality
Policy through establishing and monitoring of Quality Objectives and Internal Quality
Audit.
c. Ensure Quality Policy is maintained for continuing suitability
The effectiveness of Quality Policy shall be reviewed and maintained through:
- Internal Quality Audit
- External assessment by Certification Body
- Periodical Management Review
Khalid Saeed AlHajri Company Ltd top management shall ensure that the quality policy
a. Is appropriate to the purpose of the organization
b. Includes a commitment to comply with requirements and continually improve
the effectiveness of the quality management system
c. Provides a framework for establishing and reviewing quality objectives
d. Is communicated and understood within the organization and
e. Is reviewed for its continuing suitability

5.4 PLANNING

5.4.1 Quality Objectives

Khalid Saeed AlHajri Company Ltd top management shall ensure that quality
objectives including those needed to meet requirements for product are
established at relevant functions and levels within the organization. The quality
objectives shall be measurable and consistent with the quality policy.

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5.4.2 Quality Management System (QMS) Planning

Top management shall ensure that:

a. The planning of the QMS is carried out in order to meet the requirements
given in Section 4.1, as well as the quality objectives.
b. The integrity of the QMS is maintained when changes to the QMS are planned
and implemented.

5.5 RESPONSIBILITY, AUTHORITY AND COMMUNICATION

5.5.1 Responsibility and Authority


Khalid Saeed AlHajri Company Ltd top management shall ensure that
responsibilities and authorities are defined and communicated. The details of
responsibilities and authorities for each employee are defined in the job
descriptions established and maintained by the Human Resource Department.

5.5.2 Management Representative

a. Top Management shall appoint Quality Management Representative (QMR)


for the maintaining the QMS.
b. He has the authority for ensuring Quality Management System requirements
are properly established, implemented and maintained.
c. The QMR shall coordinate Management Review Meeting to review the
system performance and continuous improvement to Quality System and
report to Top Management on the improvement needs.
d. The QMR shall ensure promotion of awareness of customer requirement
throughout the organization through coordination with relevant section
Head, briefing and training and other effective internal communication
means.
e. The QMR shall also responsible to liaise with external parties on quality
matters.

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5.5.3 Internal Communication

Khalid Saeed AlHajri Company Ltd shall ensure that appropriate communication
process including meeting, Memo, records, e-mail, telephone etc, within the
organization are established and that communication take place regarding
effectiveness of the Quality Management System.

5.6 MANAGEMENT REVIEW

Khalid Saeed AlHajri Company Ltd shall review the organizations quality management
system to ensure its continuing suitability, adequacy and effectiveness. This review
includes assessing opportunities for improvement and the need for changes to the
quality management system.
In KCT, QMS review has been conducted once a year with top management or during
one of the top management meeting:
a) Annual Budget Meeting
b) Monthly Management Meeting
c) Technical Committee Meeting
Matters related to QMS discussed were as follows:-
i. Result of Audits
ii. Customer feedback
iii. Process performance and product conformity
iv. Status of corrective and preventive action
v. Follow up from previous management reviews
vi. Changes that could affect the QMS
vii. Recommendation for improvement

The output of Management review shall include action related to improvement of QMS
and its process, improvement of services and resources needs.

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6.0 RESOURCES MANAGEMENT

6.1 PROVISION OF RESOURCES

Khalid Saeed AlHajri Company Ltd shall determine and provide resources needed to
implement and maintain the QMS and continually improve its effectiveness and also
enhance customer satisfaction by meeting customer requirements.
The President with assistance of all section head shall identify resources requirement
and provide the adequate resources particularly personnel who perform verification
activities for all QMS.

6.2 HUMAN RESOURCES

6.2.1 General

Khalid Saeed AlHajri Company Ltd shall determine and provide resources
needed to implement and maintain the QMS and continually improve its
effectiveness and also enhance customer satisfaction by meeting customer
requirements.
Head of Department (HOD) shall identify resources requirement and provide
the adequate resources particularly personnel who perform verification
activities for all QMS.
6.2.2 Competence, Training and Awareness

Khalid Saeed AlHajri Company Ltd management shall analyze, determine and
close competency gap to attain competency and independency in work
execution through the following:

a. Sourcing and selection of personnel shall be carry out by HOD or relevant


department with assistance from relevant Section Head base on;

i. Experience
ii. Qualification in education

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b. The personnel who meet the requirement and competent for the assigned
activities will be selected through Letter of Appointment and report to
work.
c. If the required competency for personnel performing quality related job
cannot be met, relevant section shall identified necessary training needs for
personnel.
d. HR shall conduct orientation programs for new recruitment staff in order to
understand the company background, Operation, Safety Policies and
Objective.
e. Section head shall identify training needs for their subordinates in order to
upgrade their skill or enhance knowledge affecting the quality system to
achieve organization objective and customer requirement
a. The sections head shall ensure employee are aware of the important
activities for product through daily morning meeting, regular meeting etc.
b. HR section shall arrange to provide the most appropriate source of training
either internal or external to ensure the objective is attained.
c. HR section also shall analyze the effectiveness of training to ensure that
training needs and requirements are met.
d. All the training records shall be maintained and kept as long as the
employees remain in the Organization.

6.3 INFRASTRUCTURE

Khalid Saeed AlHajri Company Ltd shall provide and maintain sufficient infrastructure
needed to achieve conformity to the requirements.
a. The Maintenance section shall identify, provide and maintain the infrastructure it
needs to achieve the conformity of QMS activities and product requirement.
b. All the infrastructure including:

i. Building, workspace and associated utilities


ii. Supporting Services
c. Maintenance work is planned and the records shall be kept and controlled
accordingly.

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6.4 WORK ENVIRONMENT

Khalid Saeed AlHajri Company Ltd shall ensure all project sites comply with all relevant
regulatory and statutory requirements on health, safety and environment. Adequate
training is given to all employees in area of health and safety relating to their work.
KCT shall determine and manage the human and physical factor of the work
environment needed to achieve conformity of product requirement. KCT shall provide
the following through cleanliness and safety activities
a. A clean work environment
b. Conductive working place and area with proper lighting and ventilation to ensure
the comfortable condition of working place for our employees.
c. Safe working environment and provision the safety measures for all the process
and employees whose directly involve in machine operation.

7.0 PRODUCT REALIZATION

7.1 PLANNING FOR SERVICE REALIZATION

Khalid Saeed AlHajri Company Ltd shall plan and develop the processes needed for
service realization and these planning are consistent with the requirements of the
other processes of the quality management system. The following requirement is
determined in planning service realization:

a. Quality objectives and requirements for the services;


b. Establish processes, documents and provide resources specific to the services and
equipment handling;
c. Requirement for verification, validation, monitoring, inspection and test activities
specific to the equipment and the criteria for equipment acceptance;
d. Records needed to provide evidence that the realization processes, services and
resulting equipment meet requirements.

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7.2 CUSTOMER RELATED PROCESSES

7.2.1 Determination of requirements related to service

In order to ensure that customer requirements related to services are


understood and can be fulfilled, Khalid Saeed AlHajri Company Ltd determines
the following:
a. Field Service Manager shall determine Client requirement including the
special support of each client requirement for services stated in contract.
b. Health, Safety and Environment shall determine regulatory and statutory
requirement pertinent to the equipment.
c. General Manager with assistance by head of Section shall review client
requirement prior the commitment of supplying equipment to customer as;

i. Defined the equipment requirement


ii. Conformation of equipment specification and other requirement
iii. The ability to meet defined requirement
d. Any additional requirements determined by the organization.

7.2.2 Review of requirements related to Products

Contract documents (e.g. enquiries, offers, purchase orders) are reviewed at


the earliest opportunity, and in any event, prior to the work commencing in
order to ensure that:
a. Service and equipment requirements are defined.
b. Contract or order requirements differing from those previously expressed
are resolved.
c. The company has the ability to meet the defined requirements. Results of
the review and actions arising from the review for local market will be
recorded within the respective enquiries, Purchase Order, Delivery Orders.
In the event of documented statement of requirements not provided by
customers, the Finance and Operation Manager will confirm the customer
requirements before acceptance. Where service requirements are changed

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the Operation Manager will ensure that relevant documents are amended
and relevant personnel are made aware of the changed requirements.

7.2.3 Customer Communication

Khalid Saeed AlHajri Company Ltd shall determine and implement effective
arrangements for communicating with customer in relation to:
a. Equipment Information
b. Enquiries, contract or order handling, including amendment
c. Customer feedback, including customer complaints

7.3 DESIGN & DEVELOPMENT REVIEW

This clause is excluded due to the nature of KCT services where there are no design and
development activities or processes. Should there be any design and development
activities or processes, the Clause 7.3.1 to 7.3.7 of ISO 9001:2015 shall be included

7.4 PURCHASING

7.4.1 Purchasing Process

Khalid Saeed AlHajri Company Ltd shall ensure that purchased products and
services are conformed to specified purchase requirements or per specification
stipulated in the contract. The type and extent of control applied to the supplier
and the purchased product and services shall conform to the product
application on intended works.
Khalid Saeed AlHajri Company Ltd shall evaluate, select suppliers based on their
ability to supply product and services in accordance with the organizations and
project requirement. The selection criteria, evaluation and re-evaluation shall
be established. Records of the results from evaluation and any necessary
actions arising from the evaluation shall be maintained.

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7.4.2 Purchasing Information

Purchasing documents will clearly and adequately define the components or


materials to be purchased in sufficient detail as to describe the following
whenever applicable:
a. The type, class, style, grade or other precise identification
b. The title or other positive identification and applicable issue of
specifications, drawings, process requirements, inspection instructions and
other relevant technical data, including requirements for approval or
qualification of equipment, procedures, process equipment and personnel
c. The title number and issue of the quality system specification to be applied
to the product.

This purchasing information will be reviewed by relevant personnel and


approved by the authorized personnel as per LOA prior to the issuance of
orders.
There will be no verification activities at suppliers facilities. Verification will be
performed prior to acceptance of purchased items. Quality record of acceptable
suppliers shall be maintained.

7.4.3 Verification of purchased product

Khalid Saeed AlHajri Company Ltd shall establish and implement the inspection
of the purchased equipments and/or other activities necessary to ensure
purchased equipments meets specified requirements.
If purchased equipment found to have non-conforming element against the
requirements or equipment wrongly supplied, person in charge shall record
details of the non-conformity accordingly. Corrective action shall be
communicated to supplier effectively and informed client accordingly.

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7.5 SERVICE PROVISION

7.5.1 Control of production and service provision

Khalid Saeed AlHajri Company Ltd shall plan and carry out service provision of
transportation services for the customer. All works are performed under
controlled and systematic procedures and proper monitoring and best practices
are adopted to ensure reliable operations. Controlled conditions shall include,
as applicable:

a. Documented procedure, use of suitable equipment and suitable working


environment.
b. Monitoring and control of process and equipment
c. Authorization of process and equipment
d. Effective maintenance of equipment to ensure continuous power supply
e. Availability and use of measuring and monitoring devices

7.5.2 Validation of processes for production and service provision

This clause is excluded due to the nature of Khalid Saeed AlHajri Company Ltd
services where the current process output can be verified by subsequent
monitoring and measurement processes before being released to the customer.

7.5.3 Identification & Traceability

The entire service operation shall be properly identified by suitable means


throughout service realization. Equipment inspection status shall be identified
to prevent nonconformity and unintended used.
The conveying identification and traceability of purchased equipment and
service shall carry out and enable to trace for any abnormalities

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7.5.4 Customer Property

Khalid Saeed AlHajri Company Ltd shall exercise due care with customer
property while it is under the organizations control or being used by the
organization. KCT shall identify, verify, protect and safeguard customer property
provided for use or incorporation into the service.
If any customer property is lost, damaged or otherwise found to be unsuitable
for use, it shall be reported to customer and the relevant records shall be
maintained.

7.5.5 Preservation of Products

Equipment shall be preserve either during internal process or delivery to the


intended destination. This preservation shall include identification, storage and
protection.
Khalid Saeed AlHajri Company Ltd shall establish an appropriate method for
handling equipment that prevents damage or deterioration.

7.6 CONTROL OF MONITORING AND MEASURING EQUIPMENT

The related section/department shall determine the monitoring and measurement


required which needed to provide evidence of conformity of equipments accordance to
specification.
The procedure of monitoring and measurement shall be established and implemented
in order to ensure valid result, measuring equipment shall:
a. Be calibrated against measurements standards traceable to international or
national measurement standards.
b. Be adjusted or readjusted as necessary
c. Be identified to enable the calibration status to be determined
d. Safeguarded from adjustments that would invalidate the measurement result

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The previous measurement result shall be assess / verified when the equipment is
found not to conform to requirements, and the equipment shall be repair and
recalibrated as required

8.0 MEASUREMENT, ANALYSIS AND IMPROVEMENT

8.1 GENERAL

Khalid Saeed AlHajri Company Ltd shall plan and implement and monitoring,
measurement, analysis and improvement proves which;
a. To demonstrate conformity of Equipments
b. To ensure conformity of the quality management system
c. To continually improve the effectiveness of quality management system
The QMR shall review and evaluate the improvement items and monitor the
effectiveness of improvement and achievement.

8.2 MONITORING AND MEASUREMENT

8.2.1 Customer Satisfaction

Sales and Marketing shall monitor information on customer satisfaction or


dissatisfaction as one of the measurement of Quality Management System
through meeting and survey form.
Any feedback or complaints must be review, investigation of root cause shall be
conducted and the corrective action will be implemented to prevent
recurrence.
The results of analysis of customer satisfaction shall be review with top
management during management meeting or etc.

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8.2.2 Internal Audit

QMR is responsible for planning and coordinating Internal Auditing to


determine whether the QMS is implemented and maintained, and conforms to
International Standard.
Internal Audit shall be carry out at least once a year, however the frequency
and area to be audit are subjected to change depend on previous audit result.
The auditor shall be selected from personnel which independent from sections
being audited.
All the findings shall be recorded and auditee shall carry out the corrective
action timely in order to eliminate the nonconformities and their cause. The
results of analysis of finding shall be reviewed at the Management Review
Meeting for improvement.

8.2.3 Monitoring and measurement of processes

Khalid Saeed AlHajri Company Ltd shall apply suitable methods for monitoring
and measurement of the QMS processes to achieve planned results.
When planned results that are not achieved; correction and corrective action
will be taken as appropriate, to ensure conformity of the service.

8.2.4 Monitoring and Measurement of Products

Khalid Saeed AlHajri Company Ltd monitors and measures the characteristics of
the Product to verify that the Product requirements have been met. This shall
be carried out at appropriate stage of the Product realization process.

a. All incoming product/equipment shall be inspected for conformity. Only


materials conforming to requirement will be released for intended purpose
b. All inspection and testing stages are carried out as per quality plan.
c. All non-conformities shall be corrected and verified for acceptance. Only
products that conform to requirements will be issued out.

Records shall be maintained to prove that the products and/or equipment have
passed the inspection and/or test with specified acceptance criteria. Also

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records shall indicate the person(s) authorizing release of product for delivery
to the customer.

8.3 CONTROL OF NONCONFORMING PRODUCT

Khalid Saeed AlHajri Company Ltd has established and maintained methods of
controlling materials and service that do not conform to the specified requirements. To
meet these requirements, the following features are fully and clearly defined in Quality
System procedure.

a) How all non-conforming material and products are clearly identified to prevent
unauthorized use, delivery or mixing with conforming material and products.
b) The provision of segregation areas.
c) The manner in which rework or concessions on non-conforming material and
products and re-inspections are performed and documented.
d) Adequate records, clearly identifying the material or products, the nature and
Content of non-conformance and disposition are maintained, and available for
review.
e) The system of control ensures that information concerning non-conformance
is fed back to the nominated personnel responsible for review and sentence of
Nonconforming material or products.

8.4 ANALYSIS OF DATA

Khalid Saeed AlHajri Company Ltd collects and analyzes appropriate data to determine
the suitability and effectiveness of the Quality Management System and to identify
improvements that can be made. This includes data generated by measuring and
monitoring activities and other relevant sources. Statistical techniques such as charts,
histograms, trend charts, etc. shall be used where appropriate.
Khalid Saeed AlHajri Company Ltd analyses this data to provide information on:
a. Customer satisfaction and/or dissatisfaction;
b. Conformance to customer requirements;
c. characteristics of processes, service and their trends; and

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d. Supplier performance.

8.5 IMPROVEMENT

8.5.1 Continual Improvement

Khalid Saeed AlHajri Company Ltd Top Management shall plan and manage the
processes necessary for the continual improvement of the Quality Management
System.
The continual improvement of the Quality Management System through data;
a. Quality policy / objectives
b. Audit results,
c. Analysis of data,
d. Corrective and preventive action and
e. Management review.

8.5.2 Corrective Action

Khalid Saeed AlHajri Company Ltd shall initiate to carry out the corrective action
when nonconformance is found. The corrective action required for:
a. Identifying nonconformities (including customer complaints);
b. Determining the causes of nonconformity;
c. Evaluating the need for actions to ensure that nonconformities do not recur;
d. Determining and implementing the corrective action needed;
e. Recording results of action taken; and
f. Reviewing of corrective action taken

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8.5.3 Preventive Action

Khalid Saeed AlHajri Company Ltd shall identify preventative action to eliminate
the causes of potential nonconformities to prevent occurrence. Preventive
actions take are appropriate to the impact of the potential problems.
Khalid Saeed AlHajri Company Ltd preventive action defines requirements for:
a. Identifying potential nonconformities and their causes;
b. Determining and ensuring the implementation of preventive action needed;
c. Recording results of action taken; and
d. Reviewing of preventive action taken.

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