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MAJU INTAN BIOMASS ENERGY SDN. BHD.

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COMPANY QUALITY
MANUAL (MJE QM)

MAJU INTAN BIOMASS ENERGY SDN. BHD.


Co.No. 820906-T

Lot 21570, Kg. Selabak


36000 Teluk Intan
Perak, Malaysia
Tel: 05-626 0017 Fax: 05-626 0028

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REVISION HISTORY
Rev.
0

Change No
-

Change Page
All

Description of Change
New Issue comply with ISO 9001:2008
requirements

Effective Date
02/02/2015

REF. NEW ISSUE DOCUMENT APPROVAL FORM


NO. 001

Name
Position

Originated By

Reviewed By

Approved By

Banun

Banun

Withorn Arpanuvat

Management Representative

Management Representative

General Manager

02/02/2015

02/02/2015

02/02/2015

Signature
Date

Note: The details of changes shall be documented in the DOCUMENT CHANGE NOTICE (DCN).
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TABLE OF CONTENTS
Contents
Revision Change History
Table of Contents
1. Scope and Exclusion
2. Normative references
3. Terms and definitions
4. Quality Management System
4.1 General Requirement
4.2 Documentation Requirement
5. Management Responsibility
5.1 Management Commitment
5.2 Customer Focus
5.3 Quality Policy
5.4 Planning
5.5 Responsibilities, Authority and Communication
5.6 Management Review
6. Resource Management
6.1 Provision of Resources
6.2 Human Resources
6.3 Infrastructure& Facilities
6.4 Work Environment
7. Product Realization
7.1 Planning of Product Realization
7.2 Customer Related Processes
7.3 Design & Development
7.4 Purchasing
7.5 Production & Services Provision
7.6 Control of Monitoring and Measuring Equipment
8. Measuring Analysis and improvement
8.1 General
8.2 Monitoring and Measuring
8.3 Control of Non-Conforming Product
8.4 Analysis of Data
8.5 Improvement
Company and Department Organization Structure
Quality Management System Flow Chart
Business Process Mapping
Quality Objective & Target
Quality Policy

Page No.
2
3
4
4-5
6
7
7-9
9-12
12
12-13
13
13-15
15-16
17-18
18
19
19
20
21
21
22
22
22
23
23
24
26
26
27-29
Appendix I
Appendix II
Appendix III
Appendix IV
Appendix V

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1.0 FOREWORD
This Quality Manual is the property of MAJU INTAN BIOMASS ENERGY SDN. BHD. [Herewith known as MJE]
2.0 SCOPE OF REGISTRATION
The scope of Quality Management System registration is:
PROVISION OF ADMINISTRATION SERVICE TO BIOMASS POWER PLANT
3.0 STANDARD FOR CERTIFICATION AND COMPLIANCE
The Quality System is established to demonstrate conformance to the requirements of MS ISO 9001:2008 (Quality
Management Systems - Requirements).
4.0 INTRODUCTION
4.1

MAJU INTAN BIOMASS ENERGY SDN. BHD.


Incorporated in Kuala Lumpur dated 9th June 2008 with paid up capital RM30 Millions.
We are Independent Power Producer with capacity 12.5 MW utilizing the Empty Fruit Bunches as a burning
fuel under Renewal Green Energy Scheme. Out of which, up to 10MW exporting to Tenaga Nasional Berhad
and the balance 2.5 MW being used for plant operation.
Our main client is Tenaga Nasional Berhad and had contracted under New Renewal Energy Power Producer
Agreement (REPPA) signed on 3rd March 2012 to supply Electricity for a period of 21years
The Company gained approval from Sustainable Energy Development Authority (SEDA) on 16 December
2011 and participated in the Malaysia Green Technology Scheme (GTFS).

4.2

Maju Intan present customer is Tenaga Nasional Berhad.

4.3

The purpose of MJE is reflected in its Vision, Mission, Policy and it objectives, has already been outlined and
is an important characteristics of the organization

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VISION
To be the Leading Renewable and Sustainable INDEPENENT POWER PRODUCER in Malaysia.
MISSION
WE SHALL STRIVE To Be THE Leading Independent POWER PRODUCER IN THE ASIA-PACIFIC REGION,
DELIVERING Sustainable, RELIABLE AND QUALITY POWER TO OUR CUSTOMERS IN Need, AND CONTRIBUTE
TO THE SOCIAL AND Environmental CONSIDERATION WITH EMPHASIS on promoting Renewable ENERGY
RESOURCES
SLOGAN
YOUR PREFERRED PARTNER IN Renewable, Reliable AND SUSTAINABLE Power

QUALITY POLICY
The Quality Policy of Administration are to:
1. Continual Improve the effectiveness of ISO 9001:2008, product and service quality
(Berterusan Meningkatkan Keberkesanan ISO9001:2008, Kualiti Perkhidmatan & Barangan)
2. Comply with Customer (Management & Internal Department), ISO 9001:2008 and applicable
regulatory and statutory requirements.
(Memenuhi Kepuasan Pelanggan Dalaman (Pengurusan dan Jabatan), Serta Mematuhi
Peruntukan Perundangan Dan Peraturan)

QUALITY OBJECTIVE
The Quality Objectives of Administration are to:
1. To reduce staff turn over to less than 2% per year
(Untuk Mengurangkan Kadar Pusing Ganti Pekerja Kurang Dari 2% Setahun)
2. To achieve customer satisfaction level to above 80 %.

(Untuk Mencapai Lebih Daripada 80% Tahap Kepuasan Pelanggan)

Approved By:

_____________________________
WITHORN ARPANUVAT
GENERAL MANAGER
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5.0 EXCLUSIONS
Clause No.

Justification for exclusion

7.3

Design and Development


This requirement is not applicable to Administration in Maju Intan Biomass Energy
Sdn. Bhd. due to all administration services are supply and act as supporting
department based on management and internal department requirements.

7.5.1 (f)

Control Of Production and service provision.


This requirement is not applicable to Administration in Maju Intan Biomass Energy
Sdn. Bhd. for Post-delivery activities - as there is no after sales service stated in
agreement with the customer.

7.5.2

Validation Of Processes
This requirement is not applicable to Administration in Maju Intan Biomass Energy
Sdn. Bhd due to all administration services are able to verified and confirmed prior
to provide to internal department and management.
Control Of Monitoring and Measuring Equipment

7.6

This requirement is not applicable to Administration in Maju Intan Biomass Energy


Sdn. Bhd due to there is no any monitoring and measuring equipment required
during verification process.
6.0 TERMS AND DEFINITION AND REFERENCE
A
B
C

MJE
PROCESS
PRODUCT

D
E
F

QMR
QMS
CUSTOMER

G
H
I
J

QM
QP
QWI
AD

Maju Intan Biomass Energy Sdn.Bhd.


Refer to Appendix II in MJE QM
Administration service and documentation
requested by customer (e.g training arrangement.
Leave application and documentation preparation)
Quality Management Representative
Quality Management System (ISO9001: 2008)
All departmental within MJE and shareholder/
management
Quality Manual
Quality Procedures
Quality Work Instructions
Administration

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Reference to ISO 9000 Fundamental and Vocabulary

4. QUALITY MANAGEMENT SYSTEM


Process structure of Maju Intan Biomass as per Appendix II.
4.1 General Requirement
The AD quality management system has been established to cover the various processes as required by the
lnternational Standard (ISO 9001: 2008), and of those identified and required by Administration Department. Where
appropriate, the processes, as listed under this section, are described in documented procedures.
For easy reference, and where applicable, the relevant procedures are mentioned below for each relevant processes.
Procedures required by "the Standard":
1. Document Control as required and defined in Section 4.2.3.
2. Control of Quality Records as required and defined in Section 4.2.4.
3. The internal audit process as required by Section 8.2.2.
4. Control of Nonconforming Products as required and defined in Section 8.3.
5. Corrective Action as required and defined in Section 8.5.2.
6. Preventive Action as required and defined in Section 8.5.3.
Procedures required by MJE Administration Department:
1. The Management Review process as defined in Section 5.6.
2. The Analysis Of Data as defined in Section 8.4
3. The Internal and External Communication as defined in Section 5.5.3
6. The Human Resource development process as defined in Section 6.2.
The applicable process procedures describe the relationship and interaction between processes and between the
relevant sections/departments to ensure that the required interaction is understood, implemented and maintained.
However a responsibility matrix, shown in Process Structure shows the relationship.
Procedures define the relevant resources, human and other, that would be required for executing and maintaining
the applicable processes.
Within certification scope of company, there is no outsource process been identified in-related with

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Departmental managers and section heads are responsible to implement and maintain all the procedures that apply
to the relevant processes. They are required to continuously monitor, measure and analyse the respective processes
to ensure that it is and remains effective and that objectives are being achieved.
Departmental managers and Section heads are required to implement and maintain the necessary and relevant
actions that are required to ensure continual improvement of the processes.
Administration Department is delivering administrative services to its customers. The effectiveness of these products
will be measured on customer satisfaction survey.
The following table identifies customers' needs together with the satisfaction measurement criteria that are applied
by AD:
CUSTOMER
INTERNAL
DEPARTMENTAL
WITHIN MJE

CUSTOMER NEEDS
1. Meeting the obligation on documentation
provision.
2. Satisfaction of customer after effective
administrative services

SATISFACTION MEASUREMENT
1. Survey of customers satisfaction

Top management holds periodic review meetings to ensure that appropriate interaction between processes is
maintained and to review the overall effectiveness of the processes (Section 5.6).
Administration Department has planned, mobilized human and material resources and established the sequence of
processes to realize the services. AD also established and maintains a Quality Management System and continually
improves its effectiveness in accordance with the requirements of ISO9001: 2008 standard.
The Quality Manual includes the details of QMS, references to documented procedures and a description of the
interactions between the following processes.
a. Internal & External communication
b. Analysis Of Data
c. Human Resource Management

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These are included in the QMS. The Quality Manual of Administration Department is a direct collection of QMS
documents with references to documented procedures.
AD has a three-tier documentation, Quality System with Quality Policy and Objective being at the tip. Quality Manual
which is the highest level is at the Tier-1. Quality Procedures are at the Tier-2 and at the Tier-3 contains Work
Instructions Forms, Charts, drawings, and reference manuals/documents.
The documentation is used to ensure that: - The service conforms to specified requirements
- Customer satisfaction is achieved as per Quality Policy
- All the works at all the areas are done to achieve Quality Objectives

A mapping of the quality management system-involving the major processes has been shown as per Appendix III
4. DOCUMENTATION REQUIREMENT
4.2.1 General
The MJEs quality management system consists of several documents that are required by the Standard, and shall
include the following documentation:
a) MJE's quality policy as required and defined in Section 5.3, and MJE's quality objectives as required by and listed
under Section 5.4.1
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b) A Quality Manual, this document, as required by Section 4.2.2

c) Documented quality procedures (with the procedure number in brackets) that are specifically required by the
Standard, namely:
i.
ii.
iii.
iv.
v.

Procedure for Document Control


Procedure for the Control of Records
Procedure for lnternal Audit
Procedure for the control of Non-conforming products
Procedure for Improvement, Corrective and Preventive Actions

(SOP-DC-01)
(SOP-DC-02)
(SOP-AD-01)
(SOP-NC-01)
(SOP-NC-02)

In addition following procedures (with the procedure number in brackets) have been established to make the
system more effective and dynamic.
i.
ii.
iii.
iv.

Procedure for Management Review


Procedure for Internal & External Communication
Procedure for Analysis Of Data
Procedure for Human Resources Management

(SOP-AD-03)
(SOP-AD-02)
(SOP-AD-04)
(SOP-HR-01)

All these procedures are listed under Master List of Procedures.


d) The processes that are required by the AD-MJE quality management system are defined under Section 4.1(a), and
includes references to the applicable process procedures that are required to ensure the effective planning, operation
and control of the processes.
e) All the relevant records that are generated through the applicable processes in accordance with the requirements
of the standard and as required by AD-MJE are listed under Master List of Forms with the retention period defined.

4.2.2 QUALITY MANUAL (MJE-QM)


The MJE Quality Manual defines the scope of the MJE quality management system. The scope includes all of MJE's
activities, which are described as:
a. The efficient and effective planning & development of services as per requirements of departmental and
customers and also of existing standards/codes.
b. The efficient and satisfactory supervision works of services with monitoring system.
c. General office administration

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b) The relevant documented procedures that apply to the processes of the AD-MJE quality management system are
described in Section 4.2.1(c) and (d) in this QMS
c) Section 4.1 describes the applicable processes as identified by the AD-MJE quality management system. There is a
definitive interaction between processes that could be regarded as either inputs or outputs, which means that,
outputs from one process are part of the inputs for another process and vice versa. Refer to Appendix II QMS Process
Flow

4.2.3 Control of Documents (SOP-DC-01: Control Of Documents Procedure)


All documentation that been established to meet ISO 9001:2008 requirements to service customer are to be
controlled by QMR and Administration Department follows:
a)
b)
c)
d)
e)
f)
g)

To approved for adequacy prior to issue;


To review, update as necessary and re-approve documents.
To identify the current revision status of documents as according to the respective document list;
To ensure relevant versions of applicable documents are available at points of use to preclude the use of
invalid or obsolete documents;
To ensure that documents remain legible, readily identifiable and retrievable;
To ensure that documents of external origin (such as regulatory act, etc.) are determined for services of QMS
and its distribution controlled;
To prevent the unintended use of obsolete documents, except it obtained identification if they are retained
for any reference purpose.

A documented procedure [SOP-DC-01] for control of documents has been established in this regard.
4.2.4 Control of Records (SOP-DC-02 : Control Of Records Procedure)
Records are established and maintained to provide the evidence of conforming to the Standard requirements and to
demonstrate the effective operation of the MJE quality management system. Maintaining records, that represents a
clear history of what happened during a relevant process, also provides the means of tracing the origins of problems
that enables it to be rectified and recurrence prevented.
MJE has established a documented procedure SOP-DC-02 Procedure for Control of Quality Records that defines the
controls that are employed for identification, storage, protection, retrieval, retention time and disposition of all
records.
All divisional and sectional heads shall be responsible to index, file and store the applicable records in designated
storage areas. Management and other applicable legal requirements shall determine the retention time of the records.
Records shall be stored as such, that it is readily identifiable and easily retrievable for immediate access when required.
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5.0 MANAGEMENT RESPONSIBILITES


Administration Department is responsible for the development and improvement of the service quality management
system. Therefore, AD responsibility includes, defining the quality policy, providing the necessary resources, assigning
responsibilities and authorities and regularly reviewing the quality management system.
5.1 Management Commitment
Top management is committed for development and improvement of the QMS by:a) Communicating to all employees the importance of meeting customer as well as any regulatory or statutory
requirements.
b) Establishing the Quality Policy which this will approve by General Manager
c) Ensure relevant function or department establish quality objectives and its objective relevant to quality
policy
d) Conducting annual Management Review meeting and minute its status and decision;
e) Ensuring the availability of necessary resources, include staff competency development and well maintain
office infrastructure.

5.2 Customer Focus (Customer Satisfaction Survey)


Administration shall ensures customers needs and requires are stated in written documents and expectations are
determined, converted into internal requirements and fulfilled with the aim of enhancing customer satisfaction.
New requirements will be constantly monitored and will be included in development programme for further actions.
Customers' requirements and customer satisfaction will be the main focus of Administration's activities.
Customer satisfaction is defined as the customer perception that their needs and expectations have been met. Top
management shall ensure customer satisfaction, through implementing and maintaining the AD quality management
system. Top management his identified and recorded the customer needs and expectations in the Quality Manual (ref.
Section 4.1).
AD shall communicate with its customers to ensure that it understands their needs and expectations and to ensure
that it is being met. Management shall also communicate the customer needs and expectations throughout the
organization, and ensure that the targets and goals of the organization are linked to the customer needs and
expectations.
AD shall systematically manage customer relations and ensure that customer satisfaction is being measured and shall
continually strive towards improving it.

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5.3 Quality Policy


The top management of AD is committed to implement, maintain and continuously improve the MJE quality
management system.
Management shall communicate the quality management principles of customer focus, leadership, people
involvement, process and system approaches, continual improvement, factual decision making and mutual beneficial
supplier relationships, to all levels of the organization and ensure that it is understood and applied.
The Quality Policy of AD has been established. Quality Policy embraces all functions of AD. The Policy reflects the
commitment of AD in meeting the requirements of the customer. The Quality Objectives consistent to Quality Policy
has been defined. The QMS includes commitment to review the policies and objectives for continuing suitability and
improvement. AD ensures that Quality Policies and Objectives are understood at all levels through briefing sessions,
training and on job performance.
AD is committed to delivering quality services, that complies with the terms and conditions of the contractual
requirements of customers, that meets the requirements of the Standard for Quality Management Systems, and that
meets or exceeds customer needs and expectations.
AD shall periodically (at least once a year) review its quality policy to ensure that it remains suitable and relevant.

5.4 PLANNING
Quality objectives are established to support and implement the quality policy and to ensure continual improvement.
Quality planning materialises through defining, the AD quality management system processes (including any
exclusions allowed for by the requirements of the Standard), and the applicable resources needed to achieve quality
objectives.
5.4.1 Quality Objectives
AD documented its processes to define objectives, and established a measurement structure that would be regularly
reviewed to ensure objectives are being met.
Measurable quality objectives are established at the relevant functions and levels within the organization, which are
consistent with the quality policy. Quality objectives must ensure that process and customer requirements are
achieved.
Quality objectives also define the direction and priorities for continual improvement. Use of quality objectives for
facilitating continual improvement is explained in Section 8.5.
AD has established Quality objectives for the various processes of the quality management system have been
established.

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5.4.2 Quality Management System Planning


a)

Quality management system elements and processes are planned to ensure that the system is appropriate for
the scope of the Company, and that it is effective and efficient. The purpose of the quality management system
is to:
-

achieve the quality policy


ensure and demonstrate that AD has the ability to provide a consistent service that meets customer
statutory and regulatory requirements
ensure a high level of customer satisfaction
facilitate continual improvement, and
comply with the requirements of the Standard

The output of quality management system planning is documented in this Quality Manual, in associated Process
Procedures and in other referenced documents. Together, these documents identify and define all elements
and processes of the quality management system.
b)

lmprovements and changes to the quality management system are planned within the framework of
management reviews. The output of this planning is expressed in the form of quality system objectives as
defined earlier in this Section QM in para 5.4.1 above and in Section 08, in para 8.5.1.

To explain the requirements of quality and how it is met with the Quality System, quality planning is made. The
planning process takes care of the various activities that are essential to meet the specified requirements for services
offered by AD and to ensure customer satisfaction. The quality-planning format is as per below:

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QUALITY PLANNING FORMAT


Activity

Procedure /
Other Ref.
SOP-DC-01

Responsibility

Ref. Documents

MR

Lists of Procedures/ Work


Instructions/ Forms / Drawing

Control of Quality
Records

SOP-DC-02

HOD

List Of Records

All Quality Records


as per List Of
Records.

Management
Review

SOP-AD-03

GM/ MR

Internal Audit Summary,


Customer Complaints
Summary, Corrective and
Preventive Actions,
Recommendation of
lmprovement

Management
Review Minute

Competency &
Training

SOP-HR-01

ADMIN

Assessment of Competency,
Training Needs and Plan,
Appraisal

Training Records,
Evaluation Reports

Internal Audit

SOP-AD-01

MR

Checklists, QMS documents,


records of processes

SOP-NC-02

All Functional
Heads Of The
QMS
HOD

Records of processes, Data of


Corective and Preventive
Action
Monthly Analysis of
Nonconforming Products,
lnternal Audit Reports
Summary, Customer
Complaints, Statistical
Analysis Reports.

Nonconformity
report, audit
analysis
Quality Records

Document Control

Statistical
Techniques
Non-conformance,
Corrective andPreventive Action

Quality Records

Audit Analysis,
Customer
Complaints Analysis

5.5 RESPONSIBILITY, AUTHORITY AND COMMUNICATION


Responsibilities and authorities are defined and communicated within the organization. Appropriate internal
communication processes are established to ensure that regular communication takes place through all levels of the
organization to ensure that the effectiveness of the quality management system are maintained and improved.

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5.5.1 Responsibility and Authority


Job Descriptions are established to defined responsibility, authority & their interrelation for various job positions,
related to personnel who manage, perform and verify work that affect product and service quality.
The Job Descriptions shall communicate to relevant employees to facilitate effective implementation of QMS.
The Company Organization Structure shall refers to Appendix I in MJE-QM.
Responsibility and authority for Management as follows:
General Manager
To approve quality policy and quality objective
To oversee business module and status
To liaise with customer on existing and new projects
To verify and approve all drawing plan for submission purpose
5.5.2 Management Representative
Top management has appointed and authorized Ms. Banun, Assistant General Manager as the MJE Management
Representative (MR), to be responsible for implementing and maintaining the MJE quality management system. ln
addition to her present responsibilities, the MR shall be responsible to:a)

Ensure that the processes that are required by the MJE quality management system, and that are
defined in the Quality Manual, Section 4.1 - are established, implemented and maintained and to
ensure that the necessary resources are identified to be made available.

b)

Ensure that management reviews are performed and to regularly report to top management on the
performance of the quality management system, which shall include any need to improve the MJE
quality management.

c)

Establish internal communication and training structures to promote and ensure staff from all levels
of the organization has an awareness of the needs of MJE customers.

d)

Where relevant communicate with external parties on matters related to QMS

5.5.3 Internal Communication


lnternal communication is an integral and important part of the MJE quality management system. lt is required to
ensure that information is available, timely and at appropriate level of the organization, and to ensure that customer,
statutory and regulatory are understood at all levels of the organization.
Top management has established an internal communication structure that ensures that information regarding the
effectiveness of the MJE quality management system is available and shared at the appropriate levels.
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The internal communication structures that are established and maintained in MJE includes:
a)

Holding formal and informal meetings within departments/sections, and also between different
departments/sections. Minutes are kept and maintained of formal meetings to record discussions and
to follow-up on decisions and action taken. Informal meeting conducted as-and-when required to
communicate with staff in the day-to-day execution of duties.

b)

Distributing and displaying notices and memoranda. Relevant notices and memoranda are distributed
and displayed on notice boards at the various work areas for general staff information, these include
i.e. staff promotions and changes, public holidays and rest days, working hours, training schedules,
etc.

c)

Preparing and distributing progress-report. All process departments/sections have to prepare


periodic progress reports on their activities and performance towards meeting their objectives. These
reports are submitted and distributed at the appropriate level of the organization for information and
the necessary action.

d)

For meeting the emergency actions, personnel at required levels are provided with necessary wireless
walkie-talkie, mobile and land phones, fax machine and e-mail facility.

5.6 MANAGEMENT REVIEW (SOP-AD-03 MANAGEMENT REVIEW PROCEDURE)


5.6.1 General
Management review enforces the commitment of top management to implement and maintain the quality
management system.
Management has established a formal management review meeting, at planned intervals, to review the MJE quality
management system and to ensure that it remains suitable, adequate and effective. The management review also
includes the assessment of appropriate opportunities for improvement and possible needs for changes to the MJE
quality management system.
Minutes of the management review meeting and other appropriate review records, such as, internal quality audit
reports, etc., are being kept and maintained by the MR.

5.6.2 Review Input (Management Review Agenda)


Inputs to Management Review Meeting shall include current performance and improvement opportunities related
to the following (at least):a)
Results of audits;
b)
Customer feedback (complaint and survey result);
c)
Process performance and conformance;
d)
Status of preventive and corrective actions;
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e)

Follow-up actions from previous management reviews;

f)
g)

Planned changes that could affect the quality management system;


Recommendations for improvement.

5.6.3 Review Output


The outputs from the Management Review shall include decisions and action related to:a)
b)
c)

Improvement of the effectiveness of the quality management system and its processes;
Improvement of product related to the customer requirements;
Resource needs.

The management review minute shall be prepared by QMR and approved by General Manager.
The decision and follow-up action after management review meeting shall be carried out to ensure improvement
action (corrective and preventive actions) are effectively implemented.
6. RESOURCE MANAGEMENT
6.1 Provision of Resources
Resources are the basic inputs to processes that have to be managed for product realization provision of
administrative service.
Resources could normally be divided into the following three distinct categories, namely:
-

Human resources, e.g. people: where the physical and mental talents and skills of people are employed to
create a product or deliver a service.

Capital resources, e.g. manmade goods: which are those resources that were created and are then
employed to make it possible to deliver a final product or service. Capital resources usually have a long
working life, and are used over and over again. Examples include things like, equipment, office buildings,
furniture, computers, vehicles etc.

- Other resources
With most capital resources, AD has determined and provided the other relevant resources that are required by it to
achieve its objectives. These resources include inter alia, the essential equipment as listed and procured in accordance
with the requirements of construction process and all the human resources that are required by MJE to ensure that:

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a)

The AD quality management system is implemented and maintained, and that its effectiveness is
continually improved

b)

The needs of its customers are being met, and their satisfaction are being enhanced.

6.2 HUMAN RESOURCES


6.2.1 General
The human resources management has been identified as a process that is required by Administration to deliver its
products.
The human resources process is applied and used to provide the necessary and competent employees that are
required by AD to provide the services in accordance with its scope and to maintain the manning levels. AD has
identified the requirements of human resources and provided them. For any further requirements, it will be identified
and provided.
The organogram illustrates the organizational structure of AD's top management:
6.2.2 Competence, Training and Awareness (SOP-HR-01 Human Resources Management Procedure)
AD shall;
a)
b)
c)
d)

Identify competency needs for personnel performing activities affecting service quality;
Where applicable, provide training or take other actions to achieve the necessary competence;
Evaluate the effectiveness of the actions taken;
Ensure that employees are aware of the relevance and importance of their activities and their contribution to
the achievement of the Quality Objectives.
e) Maintain appropriate records of education, experience, training and qualifications.
6.3 Infrastructure& Facilities
AD has identified and established required facilities to achieve conformity of the service. Adequate workspace,
building and associated facilities are available to provide the required services as per required specification. Care is
taken to assess the needs of the facility and technology from time to time to cope with the changing need of the
customer and accordingly plans are made to include those:
a) Office equipment hardware and software, plotter machine, design tools.
b) Supporting services transport, communication & information systems

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6.4 Work Environment


The needs of AD employees include being able to work in a good work environment. A good work environment
positively contributes towards boosting and maintaining employee moral, which in turn contributes to the
achievement of quality objectives.
A safe and sustainable work environment must be created for AD employees. AD has developed, implemented and
are maintaining a process of health and safety management within its scope of activities.
The Health and Safety plan will materialized in:
i.
ii.
iii.

Providing safe, healthy and hygienic working conditions for all employees.
Creating general safety awareness amongst all employees
Reducing incidents and accidents that results in material damages and injuries

Training is an essential element for a safe work environment. Health and safety awareness does not come naturally
and management continuously teaches, motivates and sustains employee health and safety knowledge and
awareness to prevent injury. Health and Safety is also a condition of employment and every employee must assume
personal responsibility for working safely at all times.
a. Physical factors
1. Heat

Excluding areas where necessary the ambient temperature to be maintained


is around 30 +/-5 C. If necessary proper air circulation with exhaust fan are
maintained.

2. Light Level

300 ~ 500 lumen as per workstations requirements.

3. Cleanliness

Total cleanliness in work area.

4. Air Flow

Well ventilation are provided at the work area, exhaust fans are provided
where cross ventilation is absent

5. Hygiene

Cleanliness is maintained throughout the work area as it is the prime object


for a Good Hygiene practice, first-aid boxed are available at appropriate
location of work areas, safe drinking water is supplied, good number of clean
toilets are made available at appropriate locations. Medical service is
available from the hospital/ panel clinics.

b. Human Factors
6. Safety

Working places are protected with painted wall. All the gates are kept clean
for emergency exits. Regular fire drills are maintained. Sufficient numbers of
fire extinguishers are available inside the office. First Aid boxes are made
available at appropriate locations.

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7. PRODUCT REALIZATION
7.1 Planning of Service Realization
Service realization for AD shall be planned to ensure it meet schedule and customer requirements, by determine the
following criteria:
a) Quality objectives, service and all other requirements (such as applicable regulatory) in related with services to
be met;
b) The need to the establish processes and documentation, and to provide resources and facilities specific to the
service;
c) Verification, validation, monitoring, measurement, and the criteria for service;
d) The records that is necessary to provide confidence of conformity of the processes and services meeting those
requirements.

7.2 CUSTOMER RELATED PROCESSES


7.2.1

Determine of requirements relating to the service

AD shall determine customer requirements of its service including:


a) Requirement specified by the customer, such as training request, business travel application, leave application, etc.
b) Requirements not specified by the customer but necessary to fulfill such as maintaining of staff, prompt updation
of punchcard.
c) Obligations related to services, including regulatory and statutory requirements such as Employment Act.
d) Any additional requirements considered necessary by MJE such as clear and specific request.
7.2.2 Review of requirements relating to the service
ASD shall responsible to review the identified customer requirements together with additional requirements
determined by company business requirements.
This review shall be conducted prior commitment to provide those services to the customer (referring to request) and
shall ensure that:
a)
b)
c)
d)

Criteria required are clearly defined;


Service requirements differing from those previously expressed are resolved;
MJE has the ability to meet customer requirements.
The results of the review and subsequent follow-up action shall be recorded.

Where customer requirements are changed, ASD shall ensure that relevant documentation shall be amended with
kept the original request for reference and relevant personnel are made aware of the changed requirements

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7.2.3 Customer Communication


AD has established effective communication arrangements with its customers, to ensure that relevant information is
shared regarding the delivery of its services.
When communicating with its customers, due consideration is given regarding the following:
a)

lnformation that pertains to the services that are delivered, i.e. through its agreed periodical review
with the customers

b)

customer feedback, including complaints, i.e. through the customer survey and the progress
meetings where applicable

c)

Service enquiries, including variation order (if any)

7.3 Designs and Development (Not Applicable)


This requirement is not applicable to Administration Department in Maju Intan Biomass Energy S/B due to all
administration services are supply and act as supporting department based on management and internal department
requirements

7.4 PURCHASING
This requirement is not applicable to Administration Department in Maju Intan Biomass Energy S/B due to there is
no purchasing activities involved in the AD.

7.5

Services Provisions

7.5.1 Control of service provision


AD shall ensure administrative service provide to customer are carry out under planned and controlled conditions
through:
a)
b)
c)
d)
e)

The availability of information that specifies the service requirements;


Where necessary, the availability of service quality plans or work instructions;
The use and maintenance of suitable equipment for service (if any);
The implementation of monitoring activities and verified;
The implementation of administrative records and follow-up.

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7.5.2 Validation of processes for production provision (Not Applicable)


This requirement is not applicable to Administration Department in Maju Intan Biomass Energy Sdn. Bhd. due
to all administration services are able to verified and confirmed prior to internal department and management.

7.5.3 Identification and Traceability


All administrative files/ records shall be properly identified and indexed with type of record or name for
easy traceability and retrievable upon request.
7.5.4 Customer Property
The AD shall exercise care with customer property (including intellectual property and personal data) while
it is under the ADs control or being used by the AD. The AD 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 unsutable for use, the AD shall report this to the customer and maintain
records (see 4.2.4)
7.5.5 Preservation of Product
All the administrative files, record and report shall be properly kept inside office with manage by process
owner. All file cabinets shall be labeled and private and confidential data shall be kept inside lock cabinet to
enhance information security.

7.6 Control of Monitoring and Measuring Equipment (Not Applicable)


This requirement is not applicable to Administration Department in Maju Intan Biomass Energy Sdn. Bhd. due
to there is no any monitoring and measuring equipment required during verification process.

8. MEASUREMENTS, ANALYSIS AND IMPROVEMENT


8.1 General
Top Management has developed and implemented appropriate monitoring, measurement, analysis and
improvement processes that are needed to:
a) Demonstrate conformity service requirements,
b) Ensure conformity of the quality management system
c) Continually improve the effectiveness of the quality management system
This shall include the determination of the extant and use of applicable methods, including analysis of data
techniques.

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8.2 Monitoring and measuring


Customer satisfaction is the principal objective of the quality management system, and the level of
customer satisfaction is the most important measure of the effectiveness of the system. Customer
satisfaction is measured by collecting and analysing direct customer feedback, and by measuring secondaryindicators of customer-satisfaction. Management uses customer satisfaction data to identify opportunities
and priorities for improvement.
All activities and areas relevant to the quality management system are audited at least once a year. lnternal
audits are scheduled on the basis of the status and importance of the activity. lnternal auditors are
independent of those having direct responsibility for the audited activity.
ldentified non-conforming conditions are brought to the attention of the responsible managers and corrective
actions are implemented in response to the audit findings.

8.2.1 Customer Satisfaction (Customer Satisfaction Survey)


AD has identified and defined suitable criteria for satisfaction measurement for all of its customers and has
developed appropriate methods for collecting and analysing the pertinent data. lnformation and data
pertaining to customer satisfaction related with service quality, responsive to enquiry or complaint, lead
time are collected from various sources, i.e.

(i)

Customer feedback received through correspondence. Top management, usually responds


and replies to formal letters that are received from customers. The necessary actions that are
prompted by this correspondence are then delegated to the appropriate levels for
information and execution.

(ii)

Customer feedback received through the telephone line. The telephone operator records any
feedback, which could include, complaints, spontaneous expressions of satisfaction, and
other unsolicited customer feedback, that are received via the telephone line.

(iii)

Customer feedback received through appropriate meetings. AD/ General Manager/


Assistance General Manager is responsible for having meetings with the relevant customers,
to discuss and record issues. Minutes are being kept of these meetings and distributed for
action as appropriate. The resulting data is periodically analyzed by AD, and is presented and
discussed at management review meetings.

(iv)

Annual survey are conducted to collect customer feedback in related to AD services.

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8.2.2 Internal Audit (SOP-AD-01 Internal Audit Procedure)


The MJE has established an internal audit plan and schedule in accordance with Quality Procedure, SOP-AD01, Procedure for lnternal Audit. Every relevant process is audited at least once a year. Certain selected
processes are audited more frequently, depending on their importance and quality performance history.
Only personnel independent of the audited process are assigned to conduct internal audits. Management
Representative is responsible for managing and conducting the audit process.
Auditors prepare for audits by reviewing applicable standards and procedures, analyzing quality records,
and establishing questionnaires and checklists. The selection of auditors and preparation for the audit are
explained in Quality Procedure.
Conducting the audit, the auditors seeks objective evidence indicating whether:
a) The audited processes complies with the requirements of the AD quality management system
and the Standard.
b) The AD quality management system is effective.
Evidence of conformance is obtained through the information that is gathered by observing, interviewing
personnel and examining records.
Audits are conducted in a way that minimises disruption of the audited processes.
Non-conforming conditions are documented and recorded using the audit non-conformance report form.
When non-conforming conditions are identified, the HOD responsible for the concerned area or process is
requested to propose and implement a corrective action. lmplementation and effectiveness of the action are
verified by a follow-up audit. The audit non-conformance report is used for monitoring and recording the
implementation of the corrective actions.
For each audit, a comprehensive audit report is prepared, containing all relevant records, including audit nonconformance reports, which is submitted to top management for information.
When the auditing cycle is completed, all audit reports that were compiled during the cycle are analyzed and
are presented at the management review meeting by the concerned MR.

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8.2.3 Monitoring and Measuring of Processes


Processes of the AD Quality Management system are monitored by a variety of approaches and techniques,
as appropriate for a particular process and its importance. These techniques include:
(i)
(ii)
(iii)
(iv)
(v)

Conducting internal audits of the quality management system


Monitoring trends in corrective and preventive action requests
Analyzing services conformity and other quality performance data and trends
Measuring and monitoring customer satisfaction
Monitoring other processes, like human resource developments and training.

When a quality management system process does not conform to requirements, MR may request the
concerned responsible for the process to implement corrective action, as appropriate.
8.2.4 Monitoring and Measuring of Product
AD shall monitor and verify the service quality requirements to ensure it meet customer requirements as
stated in request form. Evidence of conformity with the requirements shall be documented, include customer
confirmation on the service received.

8.3 Management Of Non-Conforming Materials - SOP-NC-01 & Improvement, Corrective & Preventive Action
SPO-NC-02
AD shall ensure service which does not fulfill with customer requirements are identified and controlled by:
Deal with nonconforming service by taking appropriate action to eliminate the detected
nonconformity or problem.
Records the nature of nonconformities and subsequent actions taken, including conformity
to the requirements.

8.4

ANALYSIS OF DATA
MR or AD shall determine, collect and analyze appropriate data to demonstrate the suitability and
effectiveness of the quality management system of AD and to evaluate where continual improvement of the
effectiveness of the quality management system can be made.
Appropriate data concerning customer satisfaction, as a measure of demonstrating the achievement of
quality objectives; is collected by means of customer feedback as defined in Section 8.2.1.
Data is also generated as a result of the monitoring and measurement of applicable services as defined in
Section 8.2.3.

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Data is continuously analyzed and confirmed during management review (see Section 5.6), and provide
appropriate information relating to:
a) Customer satisfaction, which is the principal objective of the quality management system
b) Conformity to the requirements related to the delivery of the applicable services
c) Characteristics and trends of processes, including opportunities for preventive actions
d) Characteristics and trends of electrical energy, including opportunities for preventive actions
e) Suppliers and their contribution to the service of AD.
The information so gathered and analyzed is used for improving the effectiveness of the AD-MJE quality
management system.

8.5 IMPROVEMENT
8.5.1 Continual Improvement
Top Management shall continually improve the effectiveness of the quality management system through the use
of the quality policy, its quality objectives, internal audit results, analysis of data, corrective and preventive actions
and management review, all as defined in the Quality Manual.
8.5.2 Corrective action (SOP-NC-02 IMPROVEMENT, CORRECTIVE & PREVENTIVE ACTION)
Top Management shall take action to eliminate the cause of non-conformities in order to prevent recurrence.
Corrective actions shall be appropriate to the effects of the non-conformities encountered.
The corrective action procedure that is followed by the quality management system is as defined below:
a)
b)
c)
d)
e)

The General Managers, and/or other management members, as directed, shall review the identified
non-conformities, as described in Section 8.3, including customer complaints
Then determine the causes and principle contributing factors that led to the occurrence of the
nonconformities
Evaluate the need for action to ensure that non-conformities do not recur
Together with the relevant department manager or section head, determine, prioritize and
implement the appropriate action that is needed to address the non-conformity
Keep and maintain records as appropriate to the non-conformity:
i.
Corrective action required with regards to procured products, is recorded on the
delivery notes
ii.
Corrective action required with regards to non-conformities that were identified
during internal audits, is recorded by the relevant department manager or section
head in the "work copy" of the audit report that is submitted to the Quality section
after completing the corrective actions
iii.
Corrective action required as a result of management reviews is recorded in the
minutes of the management review meeting.

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f)

Corrective action taken is reviewed as appropriate to the non-conformity:


i.

Corrective action required with regards to procured services, is reviewed by the


Administration Department.

ii.

Corrective action required with regards to non-conformities that were identified


during internal audits, is reviewed by the MR/ General Manager.

iii.

Corrective action required as a result of management reviews is reviewed in


subsequent management review meetings by top management.

8.5.3 PREVENTIVE ACTION (SOP-NC-02 Improvement, Corrective & Preventive Action)


Top Management shall determine action to eliminate the causes of potential non-conformities in order to
prevent their occurrence. Preventive actions shall be appropriate to the effects of the potential problems.
The preventive action procedure that is followed by the AD quality management system is as defined
below:
a) Management members, as directed, shall determine potential non-conformities and their causes,
in accordance with the potential categories as described in Section 8.3
b) Evaluate the need for action to prevent occurrence of non-conformities
c) Together with the relevant department manager or section head, determine and implement the
appropriate action that is needed to prevent the occurrence of nond) Keep and maintain records as appropriate to the non-conformity:
i.

Preventive action required with regards to procured services, is recorded on the


Preventive Action Form, to be taken into consideration during subsequent request.

ii.

Preventive action required with regards to non-conformities that were identified


during internal audits, is recorded by the relevant department manager or section
head of the audit report that is submitted to the MR after completing the corrective
actions.

iii.

Preventive action required as a result of management reviews is recorded in the


minutes of the management review meeting

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e) Preventive action taken is reviewed as appropriate to the non-conformity:


i.

Preventive action required with regards to procured services, is reviewed by the


Administration Department.

ii.

Preventive action required with regards to non-conformities that were identified


during internal audits, is reviewed by the Management Representative.

iii.

Preventive action required as a result of management reviews is reviewed in


subsequent management review meetings by top management (SOP-AD-03) has
been established by AD to pursue the above actions

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