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The design and delivery of tunnelling solutions for the water, road, rail and utilities
industries, plus research and development of tunnelling techniques and materials.
Due to the nature of our business, there are no exclusions from ISO 9001:2008.
Undertake research for new and innovative design solutions incorporating the
development of materials, design and construction methods.
Invest in and involve all personnel in order to ensure that they develop within the
company in order to achieve their strategic targets.
Ensure that our contractual and regulatory objectives are fulfilled, promote
collaborative working with our clients and effect continual improvement of our
management system.
This policy will be reviewed periodically in order to ensure that it remains effective and
realises our strategic targets.
Authorised by:
Engineering Director
XXX’s quality management system has been developed around the processes of its
business activities – the diagram below shows the main processes and their
interrelationships.
These processes will be implemented and maintained in order to achieve our objectives
and we will actively seek to continually improve the system.
No
Can XXX
Internal Audit and conduct the Reject
Management work?
Review
Yes
Produce outline
tender design
Corrective Action IT
Issue bid/tender
Preventive Action
Business
Development
No
Bid accepted? End
Control of
Documents
Yes
Finance
Calculations,
drawings, Conduct detail Research and
specifications design development
Control of Records
Testing
Contractor
Support
performs work
Calibration of
Equipment
Commissioning,
testing and
validation
Quality Manual
Procedures
Method Statements
Forms etc.
The quality manual (this document) outlines our approach to quality and is designed to
help the reader to understand how we meet the requirements of ISO 9001 at policy level
and to point the reader in the direction where further information can be found.
Our procedures take these policies and turn them into practical information on how to
operate our processes in a defined manner. Some of these procedures are unique to
XXX and will be identified by the prefix XXX, whilst others are common to the parent
body’s quality system and will be identified by the prefix ZZ. A list of our procedures is
contained in appendix 1 of this manual.
Method statements, where they are required, provide further detail of how to perform a
particular task.
The lowest layer contains all of our standard forms which are used to record and control
our activities and also contains other documents such as standards, codes of practice,
etc.
Ensuring that our employees have ready access to correctly authorised, up to date
documents is fundamental to our ability to meet requirements. This applies to paper and
electronic documents, whether they have been created by ourselves or supplied by an
external source. As such, we have developed and implemented documented
procedures to control these activities and satisfy this clause.
Records are created during the operation of most of our processes. These may be
paper and/or electronic records and they will be managed in such a manner as to
ensure that they are legible, identified, stored, protected and retrievable. Timescales for
their retention will be established and a suitable method of disposal employed at the
end of this period. Where records are retained electronically, appropriate back-up
XXX Quality Manual Page 7 of 14 Issue: 1
systems will be used to achieve the above. In order to achieve the above requirements
we have developed and implemented a documented procedure to control these
activities and satisfy this clause.
We have established a quality policy (see section 3) and quality objectives are set to
enable us to manage and improve our processes. Reviews of the system will be
integrated into regular business meetings and the need for resources considered and
provided as necessary.
Quality objectives are set on a ‘project by project’ basis and include such elements as
completion on time, completion to cost and number of nonconformities raised. These
are contained in the project documentation and reviewed as the project progresses.
Also included will be the planned methods of achieving these objectives which will be
used as key tool for the improvement of our services to customers.
XXX operate a ‘flat’ management system which relies on selecting team members for
projects based on their competence and availability. As such, there is no formal
organisation chart but project based responsibilities and authorities are defined within
each project’s documentation.
The Engineering Director fulfils the role of the management representative and as such,
takes responsibility for managing the QMS, reporting on its performance and ensuring
that customer’s needs and expectations are fully understood by all staff.
Regular project meetings take place to ensure that customer’s stated and changing
requirements are fully communicated within XXX and with the customer. These
meetings are supplemented by other communication methods such as email, letters,
memo’s and design briefs to provide up to date information within the organisation.
Management review of the QMS takes place in a number of ways. As regular project
meetings are held, many items are discussed and addressed at these meetings. In
addition, an overview of the outcomes of these meetings will also be conducted at least
annually.
Resources will be considered on 2 levels – a general business level and a project level.
General business resources are reviewed on an ongoing basis and provided as
required whereas project resources are determined and provided on a project by project
basis and because our projects can last for a number of years, resources are
continually reviewed throughout the life of the project.
People will only be assigned to tasks for which they have a demonstrated competence.
However, the development of our people is also one of our objectives so people will be
encouraged to enhance their competence through training and other development
activities.
We will identify the competence requirements for tasks and wherever a ‘skills gap’
occurs, we will identify and implement a suitable method of bridging the gap and verify
the effectiveness of the solution provided. In addition to specific technical competences,
we will also ensure that all of our people are familiar with our QMS and the role it plays
in achieving customer satisfaction.
Our work is completed in both an office environment and outside, ‘on site’. In the office
we will provide a suitable infrastructure and working environment which is appropriate to
the work we perform and also the necessary hardware such as computers, software
and supporting services such as communications.
Controlling the infrastructure and work environment for on site work is more difficult to
manage but we will provide all the necessary equipment to ensure that we mitigate
against the possibility of outside factors impacting negatively on our services.
Every project is subject to a planning phase, the outputs from which are project and
design plans, which ensures that project requirements are clearly defined and
communicated to all necessary parties. Where applicable, this will also include a risk
assessment of the project. These plans are used to monitor and control the project and
are reviewed and updated as the project progresses. They also contain or reference
acceptance criteria for validation and acceptance testing and the records to be retained
to demonstrate results obtained.
Enquiries for work are received and reviewed to establish the customer’s requirements.
If XXX decide to tender for the work a formal process is entered into which is described
in procedure XXX 01. This includes the appointment of a project manager and suitable
team and may entail a site investigation which ensures that all requirements can be
identified and evaluated, be they stated, implied or statutory/regulatory.
From this information an outline design is produced (see procedure XXX 02) and
reviewed to ensure that the project is adequately defined, XXX can perform the work
and any changes from the initial enquiry have been considered and addressed. The
tender is then prepared and submitted to the customer for acceptance (see procedure
XXX 01).
Once the tender has been accepted, regular contact is maintained with the customer
throughout all stages. This includes project meetings and an end of project review which
also provide opportunities for customers to give feedback, including any problems
encountered.
Design of the project is conducted in 2 stages – outline design and detail design - and
would include any required temporary works. Design work is conducted in accordance
with documented procedures (see procedure XXX 02 & Design Office Method
Statement MS/01/T) and takes into account all applicable current codes and practices.
The outputs from the design process are in the form of a design plan which includes
drawings, calculations, specifications, etc., these outputs are reviewed and verified by
an independent designer and the final design is issued.
Due to the nature of our work, validation of the design cannot be conducted until the
finished design is implemented. Validation takes the form of a post project review plus
measuring and testing activities such as leak testing. The results of these activities are
recorded and may be used as inputs for future, similar designs.
Design changes may be initiated by the customer or XXX and are controlled via a
design change application system which ensures that any changes are adequately
reviewed, controlled and implemented.
7.4 Purchasing
Purchasing activities are limited to items such as software, laboratory equipment and
the use of sub-contract services such as consulting engineers and electrical and
mechanical contractors.
A formal process exists within the parent body for selecting and evaluating suppliers
and for placing purchase orders. This system will be adopted by XXX but we will be
responsible for verifying that purchasing requirements have been satisfactorily met.
The service provided by XXX is largely that of design so this element is mostly
addressed within clause 7.3. However, other activities do exist such as research and
development activities and on site support.
The control of these activities is mostly achieved by the fact that they are conducted by
competent people but this may be supplemented by method statements as required.
Projects are identified by a project reference which is used on all documentation relating
to the project. Documentation is controlled via a design issue sheet and signature
blocks indicate the acceptance or not of each document.
Customers supply documents, data and other information to XXX before and during a
project. XXX verify the validity of this information, to the extent possible, and control it to
ensure that confidentiality is maintained. Should problems occur with this information,
XXX will formally report the fact to the customer.
Design documents and data form the product produced by XXX. These may be
distributed in paper and/or electronic format with care being exercised at all stages to
ensure that they are not lost, damaged or corrupted.
All equipment used for monitoring and measuring purposes will be controlled to ensure
that it is adequate for the purpose and is calibrated. A documented procedure exists to
control the calibration of equipment (see procedure XXX 13). Where appropriate,
software used for calculation purposes, such as finite element analysis packages, will
be verified to ensure its adequacy and accuracy.
Regular internal audits will be conducted on the QMS and projects to identify
conformance with the system and ISO 9001 as well as looking at the effectiveness of
our processes.
The tunnelling contractor is required to produce ‘as built’ drawings to confirm the final
implementation of the design. The final validation of the project will be used as a
method of final release and a handover certificate issued. Results of these testing
activities will be retained and made available for future reference.
Nonconforming Product
Where a project, or part of a project, does not meet specified requirements, it will be
identified as nonconforming. Nonconformities will be dealt with in accordance with a
documented procedure. This includes responsibilities and authorities, actions to be
taken and reporting mechanisms. It also addresses how nonconformities will be dealt
with when they are identified after installation has been completed.
Analysis of Data
Data will be collected and analysed from many sources to enable us to determine the
effectiveness and conformity of our systems, processes and projects with the aim of
improving them where possible. These include, but are not limited to the results from
our monitoring and measuring activities and supplier performance.
Improvement
Corrective Action
We acknowledge that prevention is better than cure and as such, we will consider
preventive action at all stages of our processes as appropriate. These may include
planning activities and techniques such risk assessments and the use of statistics to
help identify where potential problems may occur. The method of conducting and
recording preventive action is contained in a documented procedure.