COP 4.

1 Customer-Oriented Process (COP) Model

Sales Manager . Engineering Manager . Contracting Officer . Production Manager .

Reviewed by: ISO Management Representative Signature/Date:

Approved by: Chief Executive Officer Signature/Date:

Rev: 12/15/03 .

Quality Manager

Shipping Manager

Servicing Manager

Market Analysis and Sales

Bid / Quote Submission

Order / Release Processing

Product and/or Manufacturing Process Design

Yes

New / Changed Product or Mfg Process?

No

Post Delivery Servicing?

Yes

No

Production

Inspection and Test

Delivery

Warranty Work or Post Delivery Servicing

Customer Feedback and Complaint Processing

Invoicing and Payment Processing

DFC 4.1 - Sequence and Interaction of Key QMS Processes

Top Management / ISO Mgt. Rep. Sales Manager Engineering Manager Materials Manager

Reviewed by: ISO Management Representative Approved by: Chief Executive Officer Signature/Date: Signature/Date:

Rev: 12/15/03 Info Systems Manager

Production Manager

Quality Manager

Human Resources Ofcr

Management Responsibility

Conduct Management Reviews

see OP 5.6

Establish & Improve QMS

see QM Section 4.0 and QM Section 5.0

Resource Management

Provide Resources
see QM Section 6.0

Plan & Maintain Facilities

see OP 6.3

Qualify & Train Workforce

see OP 6.2.2

Plan & Maintain Documents/Data

see OP 4.2.3 and OP 4.2.4

Product Realization Processes (Closely Aligned with our Customer Oriented Process, see COP 4.1

Identify and Review Product Requirements

see QM Section 7.2.1 and OP 7.2.2

Assure Supplier Quality

see OP 7.4.1

Plan & Control Production

see OP 7.5.1

Develop Product Quality Plans

see OP 7.1

Manage Customer Communications

(Inquiries and Feedback, including Complaints) see QM Section 7.2.3

No

Design?

Purchase and Verify Needed Materials & Services

see OP 7.4.2, QM Section 7.4.3 and OP 8.2.4

Yes

Design/Validate Production Processes

see OP 7.5.2

Establish & Maintain Product Identification and Traceability

see OP 7.5.3

Plan & Control Design

see OP 7.3

Control Customer Property and Preserve Product

(Purchased Product, In-Process Material & Finished Goods) see OP 7.5.4 and OP 7.5.5

Control Monitoring & Measuring Devices

see OP 7.6

Conduct Internal Audits

see OP 8.2.2

Monitor & Measure Customer Satisfaction

see OP 8.2.1

Monitor Production Processes

(Operator Monitoring) see OP 8.2.3

Monitor Product Quality

(Receiving, In-Process & Final Inspection) see OP 8.1 and OP 8.2.4

Measurement, Analysis and Improvement

Control Nonconforming Product Analyze Internal Audit Data Analyze Customer Satisfaction Data Analyze Product Performance Data Analyze Supplier Performance Data
see OP 8.3

Analyze Production

Process Data
see QM Section 8.4

Analyze Quality (QA/QC) Data

Analyze Competency Data

Analyze Document & Records Management Systems Data

Initiate Corrective, Preventive and Improvement Actions

see OP 8.5

DFC 5.6 - Management Review Process

ISO Management Representative Top Management (includes CEO, CFO, COO and HRO)

Reviewed by: ISO Management Representative Approved by: Chief Executive Officer Signature/Date: Signature/Date:

Rev: 12/15/03 .

Overall Responsibility for Administering the Management Review Process: ISO Management Representative

Assess Overall QMS Effectiveness

Monitor Objectives and Operations

Status Reports on Actions from Previous Management Reviews Identification of any Strategic or Operational Changes that could affect the QMS

Plan and Schedule Management Review Meeting

Yes

Significant Impact on QMS?

NO

Analyze Results and Trends

Identification of any Policy Issues Requiring Review Status Reports on Progress towards meeting specific improvement objectives:
Customer Satisfaction (COO/Sales Manager per OP 8.2.1) Supplier Performance (COO/Materials Manager per OP 7.4.1)

Issue Management Review Agenda

Prepare Management Review Inputs

Overall QMS Effectiveness, including evidence of repeat audit findings (ISO Management Representative per OP 8.2.2) or other repeat problems (ISO Management Representative per OP 8.5) Overall Operational Efficiency, including an evaluation of the cost of poor quality (CFO) Manufacturing Process effectiveness and efficiency, including performance against customer specified (or other) targets for productivity, process capability and cost (COO/Engineering Manager per OP 7.3) Overall Product Performance, including an analysis of actual and potential field-failures and their impact on quality, safety or the environment (COO/ Engineering Manager per OP 7.3) Overall Effectiveness of Production Process Controls, including: performance against production schedules (COO/Production Manager per OP 7.5.1), equipment/facilities maintenance plans (COO/Production Manager per OP 6.3), and product preservation goals/targets (COO/Production Manager per OP 7.5.5) Overall Product Quality, including performance against customer specified (or other) targets related to product quality (COO/Quality Manager per OP 8.2.4) Overall effectiveness of training completed, including skills training, on-the-job training and employee awareness, and effectiveness of employee motivation programs/systems (HRO per OP 6.2.2) Analysis of QMS Self-Assessment Results, IsoQual Form 8.5-3, against Malcolm Baldrige based criteria contained in Annex A of ISO 9004:2000

Issue Management Review Minutes

Review Inputs and Develop Outputs

Actions to Improve Effectiveness of the QMS and its Processes Actions to Improve Products Actions to Provide Needed Resources New or Revised Improvement Objectives

Monitor Implementation of Actions Resulting from Management Review

per OP 8.2.2 and OP 8.5

Presentation of New or Changed Objectives Recommendations for Improvement and Plans (including resources) for Implementation

Assess Process for Effectiveness

per PAW 5.6

DFC 6.2.2 - Competence, Awareness and Training System

Top Management Responsible Manager Human Resources Officer

Rev 1-1-03
Materials Manager

Identify Competency Needs during Strategic Planning

Overall Responsibility for Managing the Competence, Awareness and Training System: Human Resources Officer
Planning Meeting Minutes

Recommend Source(s) for Meeting Emergent Competency Needs

Memorandum

Outsource?

Yes

Obtain Required Services

per SOP 7.4.2

NO

Review Qualifications and Identify Training Needs

IsoQual Form 6.2.2-2

Develop Staffing Plan and Document Job Requirements

Staffing Plan and New or Revised Position Description

Evaluate Supplier Performance

per SOP 7.4.1

Training Needed?

Yes

New Employee?
Yes

NO

Annually, Re-Evaluate Qualifications, Evaluate Performance, and Evaluate Effectiveness of Training Completed
IsoQual Form 6.2.2-2

Provide/Coordinate New Employee Orientation

IsoQual Form 6.2.2-1

Provide/Coordinate Required Training

IsoQual Form 6.2.2-2

Assess Process for Effectiveness

per PAW 6.2.2

Initiate appropriate Corrective/Preventive Action and Recommend appropriate Action by Top Management, as needed
per SOP 8.5 and SOP 5.6