Code: EICO-01

Quality Management System

Section: 1

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Quality Management Manual

Approved by:
Done by: Revised by:

ING.
QUALITY ASSURANCE MANAGER PROJECT MANAGER
CEO

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This Quality Management Manual and all its information is propriety of., the information contented in it is confidential and it can not be
copied, showed nor shared to another, without the written authorization., S.A. De C.V.

THIS MANUAL IS DONE ACCORDING TO THE REQUIRIMENTS

FROM ISO 9001:2000 AND ITS MEXICAN EQUIVALENT
NMX-CC-9001-IMNC-2000 “SISTEMA DE LA GESTION DE LA
CALIDAD – REQUISITOS” ALSO THE QUALITY AND CLIENT
SUPPORT THAT RULE AND MANAGE THE PROFESSIONAL
PERFORMANCE OF INGENIERIA, S.A. DE C.V.

THIS DOCUMENT IS PROPIETY OF THE CORPORATION, THE

INFORMATION IN IT IS CONFIDENTIAL AND I CAN NOT BE
COPIED, SHOWED NOR SHARED TO OTHERS; WITHOUT THE
WRITTEN AUTORIZATION FROM THE GENERAL DIRECCION
AND APPROVED BY THE DEPARTAMENT OF QUALITY
MANAGEMENT.

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INDEX

0 Introduction ………………………………………………… 5
0.1 Company Data ……………………………………………………………. 5
0.2 Background ……………………………………………………………. 5
0.3 General Themes ……………………………………………………………. 6
1 Objective and application field......................................................... 7
1.1 General Themes ……………………………………………………………. 7
1.2 Application ……………………………………………………………. 7
2 Normative Refence ……………………………………………….... 9
2.1 Book reference ……………………………………………………………. 9
2.2 Document reference ……………………………………………………………. 9
3 Definitions and terms ……………………………………………….... 10
4 Quality Management System ……………………………………………….. 12
4.1 General requirements …………………………………………………………… 12
4.2 Documentation requirements ……………………………………………………………. 13
4.2.1 Generalities ……………………………………………………………. 13
4.2.2 Quality Manual ……………………………………………………………. 14
4.2.3 Document control ……………………………………………………………. 15
4.2.4 Registry control ……………………………………………………………. 15
5 Direction responsibility ……………………………………………. 17
5.1 Direction compromise ………………………………………………………...... 17
5.2 Client focus ……………………………………………………………. 17
5.3 Quality politic ……………………………………………………………. 18
5.4 Planning ……………………………………………………………. 19
5.4.1 Quality objectives ……………………………………………………………. 19
5.4.2 Planning of the quality management system ……………………………………. 20
5.5 Responsibility, authority and communication…………………………………………….. 20
5.5.1 Responsibility and authority ……………………………………………………………. 20
5.5.2 Direction reprensentative ……………………………………………………………. 21
5.5.3 Internal communication ……………………………………………………………. 22
5.6 Direction review ……………………………………………………………. 22
5.6.1 Generalities ……………………………………………………………. 22
5.6.2 Information for the review ……………………………………………………………. 22

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5.6.3 Review results ……………………………………………………………. 23

6 Resource management …………………………………………………. 24
6.1 Resource providing ……………………………………………………………. 24
6.2 Human resources ……………………………………………………………. 24
6.2.1 Generalities ……………………………………………………………. 24
6.2.2 Competency, conscience take and fomation ……………………………….......... 24
6.3 Infrastructure ……………………………………………………………. 25
6.4 Work ambient ……………………………………………………………. 26
7 Making of product …………………………………………………. 27
7.1 Planning the making of product ……………………………………........... 27
7.2 Processes related to the client ………………………………………….............. 27
7.2.1 Determination of the requirements related with the product ………………….. 27
7.2.2 Review if the requirements related with the product ………………............... 28
7.2.3 Communication with the client ……………………………………………………………. 29
7.3 Design and development ……………………………………………………………. 29
7.4 Buying ……………………………………………………………. 29
7.4.1 Buying process ……………………………………………………………. 29
7.4.2 Information about buying ……………………………………………………………. 30
7.4.3 Verification of bought products ………………………………………………… 30
7.5 Production and service ……………………………………………………….. 31
7.5.1 Control of production and service ……………………………. 31
7.5.2 Validation of the processes for the production and service … 31
7.5.3 Identification and traceability ……………………………………………………………. 32
7.5.4 Client propiety ……………………………………………………………. 32
7.5.5 Product preservation ……………………………………………………………. 33
7.6 Control tracking and measurement devices …………………………. 33
8 Measurement, analysis and improvement ……………………………… 35
8.1 Generalies ……………………………………………………………. 35
8.2 Tracking and measurement ……………………………………………………………. 35
8.2.1 Client satisfaction ……………………………………………………………. 35
8.2.2 Internal Audits ……………………………………………………………. 35
8.2.3 Process tracking and measurement…………………………………………………. 36
8.2.4 Product tracking and measurement………………………………………................ 37
8.3 Control of nonconform product………………………………………………………….. 37
8.4 Data analysis ……………………………………………............................ 38
8.5 Improvement …………………………………………………….................... 38
8.5.1 Continuous improvement………………………………………………......................... 38
8.5.2 Corrective action ………………………………………………………………………. 39
8.5.3 Preventive action ………………………………………………………………………. 40

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Attachments:

I. Corporative organigram 5.5.1.1

II. Typical organ gram for a project 5.5.1.2.
III. General diagram of processes 4.1.1.
IV. Diagram of site processes 4.1.2.
V. Diagram from the administration process 4.1.3.
VI. Interrelation of requirements of SGC 4.2.2.
VII. Registry and broadcast of the quality manual F01-MAC-01.
VIII. Reviews to the quality manual F02-MAC-01.

0 INTRODUCTION

0.1 Company Data

INGENIERIA, S.A. de C.V., is a Mexican company, its central office is located in .

0.2 Background

INGENIERIA, S.A. de C.V. , that will be named as on this quality manual and documented
procedures, was established in 2000, developing construction activities in different kind of works.

The creation of company needs of clear thoughts and strong actions, where the experience turns in
a big advantage and the goals be a source of new projects.

Under this base, this company gets established as it in 2000, with the objective of giving an integral
service in construction and engineering. As today, it has a human team of professionals formed by
engineers, architects, technical staff, administrators and workers, doing their jobs with proposal of
deploy the development line given by our clients.

INGENIERIA, S.A. de C.V., is a 100% Mexican company that has a modern and dynamic
infrastructure, based on edge technology in permanent actualization that makes out the
requirements and needs in the developing of studies, projects and the construction of all kind of
works.

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The globalization of markets and the commercial aperture is a reality for E, so today more than ever
quality job, hard job and good constructing is required, making a company with international vision
and with great national sense. With this same politic, Eis open to take part of strategically alliances
to consolidate projects where the participation of our experience and resources is needed.

Our long trajectory of almost thirty years, in which we have been part of the continuous changes
that makes the actual reality of our country has given to us international approval, is for this that E
successfully gets into international markets exporting his technology and human resources, showing
the good competition of Mexican companies outside our borders.

For EICO the most important motor impulsing our growth strategy is human resources. We have
more than 2000 employees, every one of them enjoy a company culture worried at all times about
safety, wealth and development as active members of he society. Our compromise of permanent
keep of various capacitance programs, has allowed us to count always with a high qualified work
team.

For the before hand exposed, between our clients there are productive Mexican industries and
prestigious internationals, even being different among them, they share the fact of been constructed
and designed with the same quality offered by E. This is how the company has been consolidating
among these years as a vocational compromised group, which professionalism and work quality
allow them to stay as the leader company in its market.
The strong compromise of building with quality is and it will be the main subject of EICO, where the
projects became solid works advanced to today's standards, in fact, “buildings that witness the
growth of our Mexico”.
0.3 Majorities
The adoption of the quality management system is a strategically decision of EICO, as a way to
achieve it's consolidation in the market, and get its objectives.
As fundamental fact of the quality management system we took eight sentences of quality
management with the proposal of drive the company to a better performance. These sentences are:

A. Focus to the client: The companies depend on their clients and for that they should understand
the actual and future needs of them, satisfy the requirements of the clients and effort to exceed
their expectations.

B. Leadership: The leaders make the proposal unity and the company direction. They should create
and keep an internal ambient, in where the personal could totally involved in the achievement of the
company's objectives.

C. Personal Participation: The personal, at all levels, is the essence of a company and its total
compromise makes possible the use of their abilities in benefit of the company.

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Process Based Focus: A desired result can be achieved when the activities of our related resources
are managed as a process.

E. Management Focused System: Identify, understand and manage the interrelated process as a
system makes better the company's efficiency.

F. Continuous Upgrade: The continuous upgrade of the global performance of the company should
be a permanent objective.

G. Fact Based Focus for Taking Decisions: The good decisions are based in the analysis of the data
and information.

H. Win Relationship with the Provider: A company and its providers are interdependent and a win
relationship raises the capacity of both to make value.

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1 TRAGET AND SCOPE

1.1 Generality

This quality manual (E – 01) specifies the quality management system requirements of E to achieve
the agreement terms; and

a) Demonstrate it capacity to subministrate, in a coherent way, products that satisfy the client, legal
and reglamentary requirements.

b) Raise the satisfaction of the client by the efficient application of the quality management system,
including the processes for the continuous upgrade of the system and to make sure the conformity
of the client and rule books requirements.

The before sustained in the application of the procedures documented of quality management (see
reference documents in 2.2), that are indicated in every one of the available sections of this quality
manual EICO – 01. We also have technical operation procedures of civil, metallic and mechanic
structure areas for the control of the building process.

1.2 Aplication

This quality manual CO – 01 is aviable for the activities done by CO in the service of design and civil
building of industrial kind, as required in the agreement with the client. The quality system
requirements specified in this quality manual, apply with the ISO 9001:2000, Quality Management
Systems-Requirements; by the application of the method for building processes PGC-7.5-01.

The requirement 7.3 “Design and development” is not applied in some cases by CO because this is
in charge of the client, for this motive in that circumstances it is considered for its exclusion due to
the nature of the process and the required products in the agreement. That exclusion does not
affect the capacity or responsibility of CO to give products that are valid with the aviable client, legal
a rule books requirements.

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2 Normative Reference

2.1 Book Reference

The quality management rules viable for the development and system execution are:

 ISO-9000:2000/NMX-CC-9000-IMNC-2000,
Sistemas de gestión de la calidad – Fundamentos y Vocabulario.
 ISO-9001:2000/NMX-CC-9001-IMNC-2000, Sistemas de gestión de la calidad – Requisitos.
 ISO-9004:2000/NMX-CC-9004-IMNC-2000,
Sistemas de gestión de la calidad – Directrices para la mejora del desempeño.
 ISO-19011:2000/NMX-CC-19011-IMNC-2000,
Guías para la auditoria de calidad y medio ambiente.

2.2 Reference Documents

 PGC-4.2-01 Procedimiento para el control de documentos del sistema de gestión de la calidad.

 PGC-4.2-02 Procedimiento para el control de documentos del cliente.
 PGC-4.2-03 Procedimiento para la elaboración de procedimientos.
 PGC-4.2-04 Procedimiento para el control de registros.
 PGC-5.4-01 Procedimiento para elaborar planes de calidad y de inspección y pruebas.
 PGC-5.6-01 Procedimiento para la revisión del sistema de calidad por la dirección.
 PGC-6.2-01 Procedimiento para reclutamiento, selección y contratación de personal.
 PGC-6.2-02 Procedimiento para capacitación del personal.
 PGC-6.3-01 Procedimiento para mantenimiento preventivo de equipo y maquinaria.
 PGC-6.3-02 Procedimiento para el mantenimiento del hardware y software.
 PGC-7.2-01 Procedimiento para la revisión de la oferta y del contrato.
 PGC-7.4-01 Procedimiento para adquisiciones.
 PGC-7.4-02 Procedimiento para la evaluación de proveedores.
 PGC-7.4-03 Procedimiento para la inspección a la recepción de insumos.
 PGC-7.5-01 Procedimiento para el control de los procesos de construcción y especiales.
 PGC-7.5-02 Procedimiento para la identificación y trazabilidad.
 PGC-7.5-03 Procedimiento para indicar el estado de conformidad del producto.
 PGC-7.5-04 Procedimiento para el control de productos proporcionados por el cliente.
 PGC-7.5-05 Procedimiento para preservación de los productos en almacén.
 PGC-7.6-01 Procedimiento para el control de equipo de inspección, medición y prueba.
 PGC-8.2-01 Procedimiento para evaluar el nivel de satisfacción del cliente
 PGC-8.2-02 Procedimiento para la realización de auditorias internas de calidad.
 PGC-8.2-03 Procedimiento para la calificación de auditores internos.
 PGC-8.2-04 Procedimiento para la inspección y prueba en proceso y final.
 PGC-8.3-01 Procedimiento para control del producto no conforme.

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 PGC-8.4-01 Procedimiento para la aplicación de técnicas estadísticas.

 PGC-8.5-01 Procedimiento para la implementación de acciones correctivas.
 PGC-8.5-02.Procedimiento para la implementación de acciones preventivas.

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3 Terms and definitions

Corrective Action.
Action taken to eliminate the source of a detected inconformity or another not wished situation.

Preventive Action
An Action taken to eliminate the source of a potential inconformity or another potential not desired
situation.

Auditory
A Systematic análisis, independent and documented to get evidence of the auditory and evaluate it
in an objective way with the proposal of determinate the extension of the made auditory criteria.

Quality
A Grade that in the group of inherent characteristics agrees with the requirements.

Conformity
Agreement of a requirement.

Client
Organization or people that get a product.

Specification
A document that establish requirements.

Auditory evidence
Registry, declarations of facts or any information that is pertinent for the auditory criteria that are
verified.

Quality manual
Document that specifies the quality management system of an organization.

No conformity
Not agreement of a requirement

Organization
Group of people and installations with a disposition of responsibilities, authorities and relationships.

Quality politic
Global intentions and orientation of an organization relation to the quality as it is expressed formally
by the high direction.

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Procedure
Specific way to make an activity or procurement.

Process
Group of activities mutually related or that interact which transform elements of result entry.

Product
The result of a process (a term used in this manual instead of the following: component, equipment,
assembly, material, article, module, part, structure, sub-assembly, subsystem or unity).

Project
A unique process integrated by a group of coordinated and controlled activities with start and
finishes dates, make to achieve an objective that satisfied the spefical requirements, including the
time, cost and resource needs.

Provider
An Organization or person that provides a product.

Traceable
Capacity to follow the history, application or localization of everything that is under considers.

Registry
Document that presents obtained results or gives evidence of done activities.

Quality management system

Management system to direct and control an organization about quality

Verification
Confirmation by the giving of objective evidence that has agreed with the specified requirements.

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4 Quality Management System

4.1 General Requirements

CO establishes, documents, implements and holds a quality management system and upgrade
continuous its efficacy according to the requirements of the rule NMX-CC-9001-IMNC-2000.

To achieve the before CO:

a) Identifies the needed process for the quality management system and its application trough the
organization (see annex: process diagram 4.1.1, 4.1.2 and 4.1.3);
b) Determinates the sequence and interaction of this processes (see annex: process diagram 4.1.1.
4.1.2 and 4.1.3);
c) Determinates the criteria and method needed to make sure that the operation as the control of
process are efficient, it has the quality manual MAC-01, procedures for quality management (see
listing in 2.2) and civil construction technical-operative procedures, metallic and mechanic
structure (see 4.2.1);
d) Assures the availability of resource (see apart 6.1 resource provision) and information (see 5.5.3
internal communication, 7.2 process related to the client) needed to support the operation and
the following of this process;
e) Makes the measurement, analysis, and following of this process (see 8 measurement, analysis
and upgrade)
f) Implements the actions needed to achieve the planned results and the continuous upgrade of
this process (see 5.4.2 planning of quality management system, 7.1 planning the making of the
product and 8.5 upgrade)

EICO manages this process in agree with the applicable requisites of the norm ISO 9001:2000.

g) In cases when CO contracts external process that may affect the conformity of requirements in
7.2.1 (determination of the requirements related to the product), CO makes sure of take control
over said process, making test to the subcontractors including the monitoring of the activities and
according to the established in 7.4.1 (buying process).

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4.2 Documentation Requirements

4.2.1 Majorities

The CO’s Quality Management System has the following documental structure.

Quality Level I Document: Describes the quality politic of CO.

Manual

Quality Management Level II Documents: Document how is done the quality

Procedures management in CO

Level III Documents: Establish working methods for

Technical Procedures specifically activities inside a same function.

Registry
Level IV Documents: Documents that show obtained
results and give proof of make activities.

The documentation of the quality management system of CO includes:

a) Documental declarations of quality politics (see 5.3) and quality objectives (see 5.4.1);

b) A Quality Manual (CO – 01)

c) The documented procedures required by ISO 9001:2000 (see list in 2.2);

d) The documents required by CO (quality plan F10-PCG-5.4-01, inspection and proof plan F01-PCG-
5.4-02, work program, process diagram: general 4.1.1, process of site 4.1.2, administration process
4.1.3, interrelation between the quality management system 4.2.2; also documented procedures
(see 4.1 c)) to make sure of the efficient planning, operation and control of the process; and

e) The registry (level IV, cited before) required by the ISO 9001:200 and the ones established by
EICO (see 4.2.4)

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4.2.2 Quality Manual

4.2.2.1 Distribution

The quality manual distribution it's given until superintendent and chief department functions in the
CO tree structure (5.5.1.1 and 5.5.1.2) included in this manual. The control and distribution of the
quality manual are made in conformity with the procedure for document control from the quality
management system PGC-4.2-01.

The owner of a quality manual controlled copy returns an older version of it when gets a new one
for its cancellation or destruction in charge of the document control department.
A copy of the manual is given to the clients that request it; this copies are not controlled and they
are printed with the text “only for information”-

The quality manual is available for the personal in each department in any level inside CO in case
their functions need access the content.

The owner of every controlled copy has the responsibility to broadcast the content of the pertinent
sections of the manual o inferior levels in the organization that require the information for the
performance of their job. The broadcasting of the quality manual is documented by the owner of the
controlled copy in the format F01-CO-01 (registry of quality manual distribution) that are included as
annex VII at the end of each exemplar.

4.2.2.2 Upgrade

The revisions of the quality manual are document ally prepared for the chief of quality management
and approved by the general direction (see 5.6).

The revision of the quality manual are documented in the F02-CO-01 (revisions to quality manual)
format, that is included as annex VIII in each distributed manual. The revision number is also in the
right side of the quality manual that is checked.

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4.2.3 Document Control

CO controls the documents required for the quality management system. The registry is a special
kind document and is controlled by the cited in 4.2.4.

CO establishes and maintains the procedure for the quality management system document control
(PCG-4.2-01), that defines the required controls for:

a) Approve the documents about its adequate before its emission.

b) Check and upgrade documents when necessary, and approve it again.

c) Make sure that actual changes and check status are identified.

d) Make sure that pertinent versions of applicable documents are available in the use spots;
e) Make sure that the documents remain readable and easily identified, following the procedure for
procedure make PGC-4.2-03;

f) Make sure of identify the external origin documents and controlled for its distribution, according to
procedure for client's document control (PGC-4.2-02),

g) Prevent the not intentionality use of obsolete documents, applying an adequate distribution in
case of been keep for any reason.

4.2.4 Registry Control

CO establishes and keeps registry to give proof of conformity with the requirements, also the
efficient operation of quality management system. The registry remains readable, easily identified
and recoverable.

CO counts with the procedure for registry control PCG-4.2-04, where are defined the necessary
control for the identification, archiving, protection, recuperation, hold time and disposition of the
registry

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5 Direction Responsibilities

5.1 Direction’s compromise

CO’s general direction gives proof of its compromise with the development and implementation of
the q
uality system management, as the continuous upgrade of its efficiency:

a) Communicating to the personal by the quality politic about the importance of satisfy the client,
legal and rule books required.

b) Establishing the quality politic (see 5.3);

c) Making sure that the quality objectives be establishes and it’s following.

d) Taking on quality system management revisions (see 5.6); and

e) Making sure of resource availability (see 6.1).

5.2 Client Focus

The general direction makes sure that the client requirements are determinate and revised for the
pertinent functions inside of CO, at establishment and approving the procedure for the revision of
the offer and agreement PGC-7.2-01 (see 7.2.1 and 7.2.2).

Also the general direction makes sure that the paced in the agreement is accomplished, with the
proposal to raise the client satisfaction, applying for this the procedure to evaluate the client’s
satisfaction level PGC-8.2-01 (see 8.21)

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5.3 Quality Politic.

The General Direction of CO establishes as quality politic that:

In O, S.A. de C.V. we are compromised to make buildings that cover the requirements
of the clients and to improve our performance trough the Quality Management System
ISO-9001.

General Director
Rev. A
Date: 24/01/03

The general direction makes sure trough revisions to the quality management system (see 5.6), that
the quality politic is:

a) Adequate to CO’s proposal that is the satisfaction of the client;

b) Includes the compromise to achieve the requirements and continuous upgrade of the quality
management system;

c) Gives a referential frame to establish and review the quality objectives;

d) Is communicated to the new personal, trough an induction talk and it is casted in printed form
(Business cards, frames on walls calendars, screen savers or any means necessary) in visible
areas. And it’s verified by sporadic tests made by area chiefs and or by quality management
personal. As the roll list for induction talks and tests are recompiled by the quality management
chief. The central office makes these evaluations almost every 6 months in charge of their
quality management manager.

e) Is reviewed for its continuous adaptation, the reviews are controlled bye the manager of quality
management marked at the footer of the document.

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5.4 Planning

5.4.1 Quality Objectives

The general direction of CO assures that the quality objectives are measurable and coherent to the
quality politic; and, that establish in the functions and strategically levels of CO, in technical as
administrative areas that have an impact over the quality of the product (see corporative organ
gram 5.5.1.1 and typical project organ gram 5.5.1.2) This objectives are not permanent obligations,
due that are susceptible to modification or adaptations focused to the continuous upgrade of the
process and the same quality management system.

The CO’s quality objectives are:

a) To achieve the client satisfaction:

1. Deliver the projects in time and established cost;

2. Grant the requirements of quality agreed trough a contract.

b) To achieve continuous upgrade:

1. Make out the expectative of organization costs;

2. Grant the efficiency of the quality management system.

These quality objectives are coherent with the quality politics and are measurable in the following
way:

1. By the comparative chart of programmed advance versus the real advance elaborated and
update monthly in every project the Site manager and the Planning and Work Control chief.

2. By stats of internal non conformities and emitted by the client that the person in charge of the
Site Quality Management department elaborates. The control and attention of the issues of the
client is showed monthly by the Manager of Site of each project to General Direction.

3. Trough the monthly report of debits and incomes, presented to the General Direction by the Site
Manager of each project.

4. Trough the results of quality auditing, non conformities, corrective and preventive actions
controlled by the people in charge of the Quality Management of each project and the Manager
of Quality Management in the central office.

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The following of quality objectives is registries in the Measure, Analysis and Improvement Matrix for
each project, where the indicators and goals are focused to the project improvement focus.

The generated information is analyzed between the Direction and Construction Managers of CO
when direction says so.

The results of the analysis of the traceback of the project are determinate consideration the group of
information of the entire project. With the goal to make global conclusions about the tendency
showed in the projects and the success status of the objectives. These results are registries in the
minute of the meeting. In case of detect an adverse tendency against the quality and granting of the
objectives, corrective and preventive actions will be taken to assure achievement of the established
goals.

5.4.2 Planning if the quality management system

The General Direction assures that:

a) The planning of the quality management system is subtended in the Quality Manual (CO-01), in
the quality plans (F01-PCG-5.4-01) and in the inspection and proof plans (PCG-5.4-02) developed
for every project by the Quality Management Manager or his on site representing, according to
the procedure to elaborate quality and proof inspection plan PCG-5.4-01; as in the identification
and provide of resource for the improvement of the quality management system (see 6.1
Resource Provide), with the goal to grant the requirements cited in 4.1, as the quality objectives
(see 5.4.1); and

b) The integrity of the quality management system is maintained when changes are planned and
implemented for it, done by the narrated in 4.2.3 Document control

5.5 Responsibility, authority and communication

5.5.1 Responsibility and authority

The General Direction assures that the responsibilities and authorities of personal inside CO is clearly
established in the Structural Organizational Manual.

In the Quality Manual (O-01) the structural organization manual and on the applicable procedures
(procedures of quality management and technical operative procedures), are indicated the
responsibilities of the personal which activities affect the quality. All personal with responsibilities

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where the quality is affected are autonomous and have the authority to develop their functions
according to the quality management system.

The responsibilities and authority of the personal are communicates inside CO through the broadcast
of the organ gram in each work area and with the distribution of the function and responsibilities
sheet (Charge description F01-PGC-6.2-01) of each charge.

The extra organ grams (5.5.1.1 and 5.5.1.2) define the squematic way of the organizational
structure of CO and the relationship between departments that have an active participation in the
quality management system.

5.5.2 Direction representing

The EICO’s General Direction names the Quality Management Manager as the Direction
Representative, who with interdependency of other functions, has the following responsibility and
authority

a) Make sure that the needed procedures are established, implement and maintained for the quality
management system, through the verification of this process by the coordination and application
of the internal quality, conformity procedure for the make of internal auditoria programs PCG-
8.2-02;

b) Inform periodically to the General Direction by written communication (memorandum, e-mail,

fax) and in the meetings for quality management system check (procedure PGC-5.6-01) about
system performance, indicating and sustentions any need of improvement;

c) Promote the conscious take about the client requirements at all levels of CO by the induction talk
to the personal, done by the Area Chief or the Quality Management Chief on site, taking a roll list
the objective of the session and the participants in the same.

The knowledge of the client requirements (at hand of the agreement) by their personal, it’s
achieved by the distribution of a controlled copy of the contract to the directive, management
and responsible levels of the area; the distribution is registered in a distribution sheet or in the
meeting minute, Besides the Manager of Quality Management and or his on site representing do
constant verifications (through interviews, or by internal quality auditoria) the knowledge of the
quality politic, infatuation the compromise to the granting of the requirements agreed with the
client.

d) The relationship with external parts (clients, providers, certification organs, etc) about issues
related to the quality management system.

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5.5.3 Internal Communication

The General Direction of CO assures that appropriated communication processes are established
inside the organization, by: circular memos, emails, internal feedback meetings between directive,
management and medium personal, and when applicable informative boards.

To secure the internal communication is doing by the quality system management efficiency, is
issued to all personal by one of the before cited ways, the general results got in review meetings
(see 5.6.3 review results). The person in charge of every area or department holds a file of the
internal communications that had been emitted or received and the minutes where the results and
compromises are printed after every meeting is given.

5.6 Direction review

5.6.1 Majorities

The General Direction, along with the Administration and Finance Direction, Project Managers,
Construction Managers, Public Affairs Managers, Project Coordinator and Quality Management
Manager, make every 6 months a review to the Quality Management System of CO, according to the
procedure PGC-5.6-01, to secure its convenience, adaptation, and continuous efficiency. The review
includes the evaluation of the opportunities to improve the process and need derivate to make
changes in the quality management system, including the politic and its objectives.

CO keeps registry of the reviews made by the direction.

5.6.2 Information for the review

The input for the quality management system review includes:

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a) The results generated from the internal quality auditoria, that are realized by the procedure PCG-
8.2-02;

b) The issues of the clients printed in the meeting minutes or the letters sent to CO and the results
reflected in the survey control format (f02-PCG-8.2-01).

c) The performance of the process and conformity with the product are reported by the on site
Managers and the Quality Management System Manager. Meant performance is determinate by
the status of the obtained results from the measurement of the quality or strategically objectives
and the goals or specific objectives determinate by each area or process (see 5.4.1). as the
results of following and measurement (see 8.2.3 and 8.24);

d) The stats of the status of corrective and preventive actions featured by the Quality Management
Manager;

e) The actions of review following previous to the quality management system by the General
Direction (f01-PGC-5.6-01);

f) The changes for modifications in any technical or administrative process and or for externals
factors that require in the organ grams, in the quality manual and or procedures, as in the politic
and quality objectives which affect the quality management system;

g) Recommendations for the improvement generated in the internal feedback meetings (5.3.3
internal communication), besides the featured by the Quality Management Manager (see 5.5.2
bullet b) related to the quality management system.

h) Financial effects in CO due to the not quality reported by the Quality Management Manager
based on information from the on site Quality Management Manager.

i) The need or resources planted to the people in the meetings with the porpoise of improve the
quality management system, the processes or the product.

5.6.3 Review Results

The results of the quality management system reviewed by the General Direction of O include all the
decisions and taken actions related to:

a) The improvement of the quality management system and the procedures;

b) The improvement of the product related to the client requirements; and

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c) The resource needs to make the actions for the improvement.

These results are printed in the meeting minute for the revision of the quality management system
F01-PCG-5.6-01. The General Direction verifies that granting of the agreement is traced back.

Also, the General Direction emits a memo, email or informative sheet to all personal of O to inform
the status or the relevant results to the quality management system. In that communicated the
General Direction confirms the continuous improvement besides make know to the personal to keep
granting the quality politic of O.

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6 Resources Management

6.1 Resource providing

CO provides the necessary resources by the managers and directions, through the requests of the
chiefs of each department or discipline to:

a) Implement and maintain the quality management system and improve in a continuous basis its
efficacy;

b) Accomplish the client satisfaction, achieving the agreed requirements.

This is made using the following formats:

 For personal request is used the personals movement and request format F01-PGC-6.2-01.

 For material and equipment request the request for buying format F01-PGC-7.4-01 is used.

Also at the beginning of each year through the General direction, Administrative and Financial
Direction and construction and department managers, it’s established a budget for every project and
for quality management (mount, man-time, and infrastructure, when availed) to sestet the making
of projects along the year.

6.2 Human Resources

6.2.1 Majorities

In CO the personal doing jobs that affect the quality of the product is competent based on his or her
education, formation abilities and acquired experience.

6.2.2 Competition, conscience take and formation

EICO is sure that the competency, take of conscience and formation of the personal, in a way that:

a) The competency needed for the personal who affects the quality of the product is determinate
by granting the profile of the charge described in the structural organization manual. The
personal competency is determinate by the curriculum, tests evaluations and capacitance or
experiences certificates.

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b) Information is given to the personal who requires it to satisfy the detected needs, as requested
by the department chiefs, being the human resources department who coordinates the
capacitating and actualization of the programs correspondent to the procedure to personal
capacitating PGC-6.2-02;

c) Evaluates the efficacy of the formation given to the personal through a test applied by the
personal which gives the formation in the efficacy for capacitating format o by the performance
evaluation format (F07-PGC-6.2-01), reporting the result to the person in charge of human
resources according to the procedure PGC-6.2-01;

d) Makes conscience to its personal of the objective and importance of its activities and how they
contribute to the achievement of the quality objectives, by talks given for each department chief
previous to the beginning of relevant activities, that is registries in the roll format F06-PGC-6.2-
01, besides, with the goal to measure the process of conscience a test about the evaluation of
comprised and conscience is applied to the personal to achieve quality objectives;

e) The human resources department keeps the registry generated by the education, formation,
abilities and experience of the personal (personal files), as the performance evaluations

6.3 Infrastructure

CO determinates, gives and keeps the needed infrastructure to achieve conformity to the product
requirements. The infrastructure includes, when applicable:

a) Buildings, installations (workshops, stock, etc.) and adequate work space, as in central office as
on site, also the related services (labs, equipment rent and maintainement);

b) Equipment and hardware for construction or transport, as office staff (including hardware and
software); and

c) Support services as transport, communications, security, bathrooms, dining rooms and drinking
water.

For each work site the General Direction and the Construction Manager determinates the needed
infrastructure for the development of the project and generate a plan with the distribution of the
installation for its construction.

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For the delivery of equipment and hardware from one project to another the coordinator or site
manager makes the correspondent request.

The maintain of construction equipment is done by the procedure PGC-6.3-01; for the maintainment
of hardware and software we use the procedure PGC-6.3-02. The maintainment of installations is
done by subcontract of services when required, coordinated by the on site manager of each project
and approved by the central office.

In the start meeting of each project, together, the General Director, Administration and Financial
Director, the Project Manager, Site Manager and Quality Management Manager, define and approve
the support services needed for the project, they get printed in the meeting minute.

The Security and Health chief on each site makes security programs and trace back, plan and makes
the induction talks and safety talks wit the personal, checks that the safety rules are respected and
delivers control papers to the site manager.

6.4 Work Ambient

CO manages and determinates the work ambient required to achieve conformity with the product
requirements, keeping nice work conditions, as: illumination, ventilation, safety, cleanness, team
work and internal communication. The quality of the work ambient is given to the personal
determinate by surveys made every six months by the human resources department. With these
information human resources makes a statistical result, which is given to the Site Manager and to
General Direction for its acknowledgment and in some cases the definition of strategies or actions
focused to the improvement.

7 Product Making

7.1 Planning the product

CO plans and develops the processes needed for the making of the product. The plan and making of
the product is coherent with the requirements of the quality management system (see 4.1)

While the planning is made, CO determines when, is appropriated, the following:

a) The quality objectives (see 5.4.1) and the requirements for the product (see 7.2.1 and 7.2.2);

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b) The need to establish processes (see extra diagrams: 4.1.1 4.1.2 and 4.1.3), documents
(manuals and procedures) and to give the resources for the product (see 6.1);

c) The required activities of verification, trace back, inspection and essay/proof for the product as
the acceptation criteria of the same (see 8.2.3 and 8.2.4); and

d) The registry that gives evidence of the making processes and result product grant the
requirements as indicated in cited references in each bullet and are controlled as indicated in
4.2.4.

The result of this planning is presented in an adapted form for method of operation of the
organization in the quality plan, inspection plan, and in the work program; this documentation is
coherent with the processes diagram (see extras: process diagram 4.1.1 4.1.2 and 4.1.3).

7.2 Processes related to the client

7.2.1 Determination of the requirements related to the product

EICO identifies, following the procedure for review of the offer and agreement (PGC-7.2-01):

a) The requirements are specified by the client in the technical requirements and in the licitation
bases, including the requirements for delivery activities. All agreement that CO makes establish
as limit its date for work delivery, any posterior activity to delivery date is motive to another
project and for that another contract.

b) The requirements not established by the client (through a Project Manager and or the
Construction Manager) determinate as necessary for the specified use or foreseen, when is
known.

c) The legal and rule requirements included in the client requests that are related with the product.
The Project Manager and the Responsible of Costs are in charge of coordinate this
determination, and make the review to technical requirements and licitation bases; and

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d) Any additional internal requirement that is considered as a need for the satisfaction of the client,
it is managed by the Project Manager with the support of the Construction Manager or any other
needed function.

7.2.2 Review of the requirements related to the product

CO review the requirements related to the product. This review is made before the acceptation of
agreements or the presentation of offers, securing it by the process for offer and agreement
procedure PGC-7.2-01 that says:

a) The product requirements are clearly defined in the offer and in the agreement, for the
terms that can be ambiguous are understood and approved on both sides;

b) The differences between requirements of the agreement and the expressed in the offer
are resolved making adaptations to the contract by extras of exclusions or acclamations; and

c) CO has the capacity to achieve the defined requirements by the established in the procedure
PGC-7.2-01.

d) The review results and the actions born by the same registry are kept as established in
procedure PGC-7.2-01.

When the client doest gives a documented declaration of the requirements, EICO confirms the
requirements of the client before the acceptation, by a letter of issues and while visiting the work,
taking registry in the minute of client meeting.

When product requirements are changed, CO secures that the pertinent documentation is modified
and that personal related to the contract gets the information and is consent of the modified
requirements (Procedure for the offer and agreement review PGC-7.2-01).

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7.2.3 Communication with the client

EICO grants with determination and implementation of efficacies dispositions for the
communications with the client related to:

a) The information given by the client about the product as drawings, technical requirements,
technical manuals, are received by CO, managed and controlled by the Document Control
Department. In the same way CO shows or delivers at expressed request of the client, according
to the said in the agreement, quality registries or of another kind that provides required
information of the product or any of its making stages. Finally, if it is expressed by the
agreement EICO delivers the modifications done to the blue prints to the client (As Built).

b) The queries related to the product and or agreement, including the modifications, by written
requests from the client, attended by the Site Manager is registered as procedure PGC-7.2-01.

c) Ways and forms of mutual communication (including issues, observations and any kind of
feedback) by the exchange of written communication and the representative of the client and
site Manager, as stipulated with the client at the begging of the project or conform the
agreement.

d) In the periodical meetings of feedback with the client, where advance reports are presented,
incidences nonconformities, which is registered in the meeting minutes,

7.3 Design and development

The reach of this manual does not includes the requirements for the design and development, the
agreements in where CO participates, due to the magnitude and kind of works is in charge of the
client, unless it is solicited in the contract, in that case the requirements are granted conform to the
established procedures for that in the engineering and design department. This section is included
for the correspondence with the numeration of the rule ISO-9001:2000.

7.4 Buying

7.4.1 Buying process

CO is secure that the acquired product grants the requirements of buying established in the shop
order F02-PGC-7.4-01. The kind and reach of the control applied by MAC to the provider and the

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acquired product depends of it impact over the final product, the control is made by conformity with
the established in the procedure to evaluate providers PGC-7.4-02.

EICO evaluates and selects its providers and subcontractors in function to its capacity to provide
products or services according to the requests of the order or agreement.CO establishes the criteria
for the periodical selection, evaluation, and re-evaluation of the providers and subcontractors.
Registries of the results are kept and of any action that results from the same. The anterior is made
with conformity with the procedure to provider evaluation PGC-7.4-02.

The evaluation of subcontractors includes when the department of quality management considers it
applicable by nature of the service or product subcontracted, the monitoring of its processes (see
PGC-7.4-02).

Note In case when the client requires to approve directly the providers and or subcontractors, the
rules established in the contract or previously agreed with CO will be followed.

7.4.2 Information of the buys

The information of the buying documents (orders F02-PGC-7.4-01 or agreements) describes the
product to be bought, including, when is appropriated:

a) Requirements for approval of the product, procedures, processes and equipment;

b) Requirements for personal qualification; and

c) Requirements for quality management system.

EICO makes secure of the revision and or adaptation of the buying requirements to make sure that
the bought product grants the requirements of buying F01-PGC-7.4-01 before to communicate it to
the provider according to the procedure for acquirements PGC-7.4-01.

7.4.3 Verification of bought products

CO establish and implements the inspection or another activities needed to make sure that the
product grants the requirements of buying, in conformity with the procedure for inspection at the
reception of inhumes PGC-7.4-03.

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When CO or the client needs to take the verification in the provider installations, is established in the
buy document (order) the dispositions for its verification (of start or during process) and the method
for product liberation as indicated in procedure PGC-7.4-03.

7.5 Production and service

7.5.1 Control of production and service

EICO plans and makes the production and service under controlled conditions by the application of
the procedure control for construction processes PGC-7.5-01; the conditions included, when
applicable:

a) La viability of information that describes the characteristics of the product as established in the
agreement (7.2.1 a);

b) La viability of technical procedures needed for the control of construction processes: civil,
metallic and electric structure(4.2.3);

c) The employment of equipment and tools appropriated to the characteristics of the work to be
made, which are indicated in the technical procedures when applicable defined in 6.3;

d) The viability and use of devices for tracking and measurement (see 7.6);

e) The implementation of tracking and measurement as the quality plan, that includes the test and
inspection plans, which function is to serve as guide for the tracking of activities related to the
verification of processes and products; and

f) The implementation of activities of product liberation done in conformity with:

 The procedure PGC-7.4-03 for products bought by MAC.
 The procedure PGC-7.5-04 for products given by the client.

The activities of liberation corresponding to the process and the final product are made by
conformity with the procedure PGC-8.2-04. The deliver of the final product is made in conformity
with the conditions of the agreement and it is registered in the format f01-PGC-7.2-01.

All agreement made by EICO, establish as its reach limit the delivery of the work, any activity
posterior to that date is motive of another project, and for that, another agreement.

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7.5.2 Validation of the processes of production and service

CO validates the processes of production and service where the results of the process can not be
verified by tracking activities or posterior measurements, as: metal make, soldering, and thermal
treatment posterior to the soldering.

This includes any process in which the deficiencies are apparent only after the product is being used.

The validation shows the capacity of these processes to achieve planned results.

MAC establishes the disposition for these processes, including, when applicable:

a) The criteria defined for review and approval of the processes by the corresponding rules and
codes;

b) The approval of equipment and personal qualification according to corresponding rules and or
codes and or criteria established by Mac or the client;

c) The use if technical procedures;

d) The requirements of the registries (see 4.2.4); and

e) The revalidation.

To the before exposed is given granting by the application of the procedure for the control of
processes of construction and specials PGC-7.5-01, which is updated or revalidated every time a
review the corresponding codes is edited by the Quality Management Manager.

7.5.3 Identification and traceability

When appropriate, ICO determines the identification of the products by proper means for their
traceability throughout the entire manufacturing process. These means can be: documentary
(records of reception and liberation, records of measurements and tracking in process and to the
product) or physical (physical markings, paint marks, stickers, identification tags, etc.) in accordance
with the procedure for identification and traceability PGC-7.5-02.

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Likewise, the identification of a product’s status with respect to the requirements for tracking and
measurement is accomplished by documentary and physical means, according to what is established
in the procedure to indicate a product’s conformity status PGC-7.5-03.

7.5.4 Client properties

It is a responsibility of CO to take proper care of the client’s goods, as long as they are under its
control and safekeeping; as well as to identify, verify, protect and safeguard the client’s goods which
have been provided for use in the project or for their incorporation. If any of the client’s properties
becomes lost, deteriorated, or otherwise considered inadequate for its use, it must be identified,
registered and notified to the client, in compliance to the procedure for the control of client-provided
products PGC-7.5-04.

The construction plans and drawings, technical manuals, and so forth, which are provided by the
client are considered as intellectual property of the client, and are subject to the control of
procedure PGC-4.2-02.

7.5.5 Product preservation

It is CO’s responsibility to preserve the conformity of the product during the internal process until
the delivery to the client. This preservation includes:

a) Identification, in compliance to what is established in 7.5.3;

b) Manipulation: products are handled in agreement with the instructions provided by the
manufacturer, as applicable. In absence of such instructions, the product is handled in
accordance to the indications of the warehouse personnel in coordination with the user of the
product;

c) Packing: products of large dimensions are kept in their packing until before its use;

d) Storage: for the storage of products, the specifications of the client or manufacturer must be
followed, which are indicated in the packing or in the accompanying documents. The Head of
Area or the product’s applicant must document in the report of reception and liberation of
materials, the type of storage required for those products for which the warehouse personnel
has no information about;

e) Protection: the Superintendent or the Head of Area must determine and document, based on the
available information and his/her own experience, what equipment requires maintenance during

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the time that it remains in storage or in Area but without being operated before its acceptance;
this applies to the client’s properties, as well as for the equipment provided by CO.

The preservation, as described before, is made in accordance to the procedure for the preservation
of the products in a warehouse PGC-7.5-05.

7.6 Control of the tracking and measurement devices

CO will determine, in the plan of quality and technical procedures of construction, the tracking and
measurements applicable to the process. The tracking and measurement devices needed to provide
the evidence of conformity with the requisites determined on the applicable codes, client
specifications and/or contract, are controlled as indicated on the procedure for control of the
inspection, measurement, and testing equipments PGC-7.6-01, ensuring that the processes are
made in a way that is coherent with the requirements for tracking and measurement.

When it becomes necessary to ensure the validity of the results, the tracking and measurement
devices must:

a) Be calibrated or verified in specified intervals or before its use, comparing it with measurement
patterns that can be traceable to national or international measurement patterns; when no such
patterns exist, the base used for the calibration or verification is registered;

b) Be adjusted or readjusted, as needed;

c) Identify itself so the calibration status can be determined;

d) Protect itself against adjustments that could invalidate the results of the measurements;

e) Protect itself against damages and deterioration during the handling, maintenance and storage.

When it is detected that the tracking and measurement devices are not in compliance with the
requirements, appropriate action must be taken on the devices and any affected product, keeping
records of the results of the calibration and verification tests, in conformity with the procedure PGC-
7.16-01.
CO does not use computational media for the activities of tracking and measurement of the specified
requisites.

8 MEASUREMENTS, ANALYSIS AND IMPROVEMENT

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8.1 Generalities

CO plans and implements the processes of tracking, measurement, analysis and improvement
needed to:

a) Demonstrate the conformity of the product (see 8.2.3 y 8.2.4);

b) Make sure of the conformity of the Quality Management System (see 8.2.2);

c) Continually improve the effectiveness of the Quality Management System (see 5.6, 8.2.2, 8.4,
8.5.2 and 8.5.3).

This includes the determination of the applicable methods, including the statistical techniques, and
the reach of its use.

8.2Tracking and measurement

8.2.1 Client satisfaction

As one of the performance measures of the Quality Management System, CO has a procedure to
evaluate the client’s level of satisfaction (PGC-8.2-01), in order to keep track of the information
related to the client’s perception with respect to the fulfillment of his/her requirements on the part of
the organization. To this end,CO makes periodical customer satisfaction surveys (F01-PGC-8.2-01)
for every project in execution (every 4 o 6 months). The survey is made by a representative of the
Main Directorate, who delivers the results to the Main Directorate as well as copies to the Quality
Management Manager, Projects Manager and Site Manager. This information is analyzed on the
revisions of the Quality Management System (PGC-5.6-01) and is used towards the improvement of
the quality system.

8.2.2 Internal audit

CO makes internal quality audits in planned intervals to determine if the Quality Management
System:

a) Conforms to the planning of the product accomplishment (see 7.1), with the requirements of the
ISO 9001:2000 norms and with the requirements of the Quality Management System as
established by EICO;

b) Has been implemented and is maintained in an effective way.

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A program of internal quality audits is elaborated, taking into account the status and importance of
the processes and areas to be audited, as well as the results of previous audits. The criteria, reach,
frequency and methodologies for the audit are defined.

The responsibilities and requirements for the planning and accomplishment of the audits, as well as
the responsibilities for the notification of results and records maintenance, are defined in the
procedure PGC-8.2-02.

CO counts with the procedure for the qualification of internal auditors (PGC-8.2-03), which
establishes the guidelines and practices to qualify the CO personnel in charge of the internal quality
audits.

The selection of the auditors and the fulfillment of the audits ensure the objectivity and impartiality
of the audit process, since the auditors do not audit their own work.

The person in charge of the audited area makes sure that actions are being taken as quick as
possible in order to eliminate the nonconformities detected, and their causes. The follow-up activities
include the verification of the actions taken and the report of the results of the verification, in
accordance to the procedure PGC-8.2-02.

8.2.3 Process tracking and measurement

CO applies appropriate methods for tracking and, when considered appropriate, the measurement of
the processes of the Quality Management System, based on the goals and indicators determined by
each area or the quality objectives themselves, including as well their financial measurements; in
other words, the costs of the information generated by those processes. Through these
measurements, which are verified or reviewed at least once each month, the capacity of the
processes to reach the planned results can be determined, with an approach towards the satisfaction
of the client requirements, as well as the internal and normative requirements.

The tracking and measurement of the operative processes is done in conformity to what is indicated
in the plan of quality and the work program. A monthly statistic of nonconformities is generated as
well as a control of the work program, respectively, and the programmed results are then compared
against the obtained results. Also, with the advances given by the superintendents or Heads of Area,
the economical status of the project for the financial measurement of the processes is elaborated.

With this information, the Head of Planning and Work Control elaborates the monthly report of the
project and submits it to the Main Directorate, Direction of Administration and Finances, Projects
Manager, Construction and/or Site Manager, and Quality Management Manager, for its analysis.

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When the planned results are not reached, in the monthly meetings of the Construction and/or Site
Managers strategies are established which include actions, responsibilities, dates of commitment,
allocation of needed resources and their approval, in order to perform the corrective and/or
preventive actions, as it corresponds, to help ensure the conformity of the product.

8.2.4 Tracking and measurement of the product

CO performs, through the procedure for the inspection and test in process and final PGC-8.2-04, the
tracking and measurement of the product’s characteristics and verifies that the requirements for the
product are being met. This takes place in the appropriate stages of the product accomplishment
process, in accordance to the contractual conditions, the quality plan, the inspection and testing plan
and the work program..

CO keeps evidence of the product’s conformity with the established acceptance criteria (7.2.1) or by
the applicable norms. The records are signed by the Superintendent or Head of area, and when
required, are also signed by the Head of Quality Management in Site and/or the client’s
representative. These records are controlled in conformity to what is stated on the section 4.2.4
(control of the records/registers).

The Site Manager and the client’s representative are responsible for the delivery and acceptance of
the finished work respectively, through the certificate of provisional and/or final acceptance F04-
PGC-7.2-01.

The liberation of the product is not being held until the planned dispositions have been satisfactorily
completed (7.1), unless it is approved in other way, in written form, by the client.

8.3 Control of nonconformity product

CO makes sure that the product which is not conformant with the requirements is identified and
controlled in order to avoid its use or unintentional delivery. The controls, responsibilities and
authorities related to the treatment of the nonconformity product are defined in the procedure for
the control of the nonconformity product PGC-8.3-01.

The nonconformity products are controlled through one or more of the following measures:

a) Taking actions to eradicate the nonconformity detected;

b) Authorizing its use, liberation or acceptance Ander internal concession by the Head of Quality
Management of Site or by the client, when applicable;

c) Taking actions to prevent its use or application originally anticipated.

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As a record of the nature of nonconformities and of any action taken afterwards, including the
concessions obtained, the format F01-PGC-8.3-01 is maintained.

In the case of correction of a nonconformity product, a new verification must be done in order to
demonstrate its conformity with the contractual and/or normative requirements.

When a nonconformity product is detected after the final tests, after the delivery to the client, or
when its use has begun, the Project manager takes care of the claim in order to determine with the
Site Managers the appropriate actions with respect to the real or potential effects of the
nonconformity, recording them in the format F01-PGC-8.3-01 and performing the tracking as
indicated on the procedure PGC-8.3-01.

8.4 Data analysis

CO determines, compiles and analyzes the appropriate data to:

a) Demonstrate the effectiveness of the Quality Management System;

b) Determine where the continuous improvements of the Quality Management System can be
performed.

These data must include the generated as a result of the tracking and measurement (see 8.2.3 and
8.2.4) and from any other source, as it is determined in the periodical meetings held by the Main
Directorate with the other directions and managements.

The data analysis provides information about:

a) Client satisfaction (see 8.2.1);

b) The conformity with the product’s requirements, determined contractually (see 7.2.1), to apply
the corrective actions in case it is necessary (see 8.5.2);

c) The characteristics and tendencies of the processes and products, including the opportunities to
perform preventive actions (see 8.5.3) and of continuous improvement (see 8.5.1);

d) Performance of the suppliers and subcontractors (see procedure for the evaluation of suppliers
PGC-7.4-02).

The result of the data analysis is recorded in the Matrix of Measurement, Analysis and Improvement.

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8.5 Improvement

8.5.1 Continuous improvement

CO continuously improves the effectiveness of the Quality Management System, through the use of
the following information sources:

a) The application of the policy of quality (5.3);

b) The fulfillment of the quality objectives (5.4.1);

c) The analysis of the results of the audits (8.2.2) and the data analysis (8.4);

d) The corrective (8.5.2) and preventive (8.5.3) actions;

e) The revision by the direction (5.6).

From the analysis of this data, the Site Managers take decisions focused on the improvement of the
processes (technical, administrative and of the Quality Management System) and the search for the
increase in the client’s satisfaction, establishing in the Matrix of Measurements, Analysis and
Improvement the actions taken and their follow up, as well as the record of the processes
determined as stable and under control, in which specific actions towards improvement have been
implemented. The Matrix is presented in the management meetings, which have the participation of
the Main Directorate, Direction of Administration and Finances, Projects Manager, Site Managers and
Quality Management Manager, for its revision, and should it be the case, the decision making and
determination of actions for the improvement of the processes in a corporate level.

8.5.2 Corrective action

CO takes action to eliminate the causes of nonconformities or non desirable situations, in order to
avoid them from happening again. The corrective actions are adapted to the effects of the
nonconformities found.

In the procedure for the implementation of corrective actions PGC-8.5-01 are defined the actions
and responsibilities for:
a) Reviewing the nonconformities (including the clients complaints);

b) Determining the causes of the nonconformities;

c) Evaluating the necessity of adopting actions to make sure that nonconformities do not occur
again;

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d) Determining and implementing the necessary actions;

e) Recording the results of the actions taken and control these records as indicated in 4.2.4;

f) Reviewing the corrective actions being taken.

8.5.3 Preventive action

CO determines actions to eliminate the causes of potential nonconformities or other potentially

undesirable situations. The preventive actions are adapted to the effects of the potential problems.

In the procedure for the implementation of preventive actions PGC-8.5-02 are defined the actions
and responsibilities for:

a) Determining the potential nonconformities and their causes, based on the data analysis (8.4) of
all the CO processes;

b) Analyze and evaluate the need of acting to prevent the occurrence of nonconformities;

c) Determining and implementing the necessary actions;

d) Recording the results of the actions needed and control these records as indicated in 4.2.4;

e) Review the preventive actions being taken.

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