PORT 4008 ROUTE DU HOC

76700 GONFREVILLE L ORCHER Last update : 08-25-2011

FRANCE
Tel: 33 2 35 20 80 60
Fax: 33 2 35 55 04 40
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A. GENERALITIES Page : 1 / 19

ISO 9001 QUALITY

MANUAL

Field of activity: Supply of equipment for the oil, gas, petrochemical, food and pharmaceutical
industries

VALIDATION AND APPROVAL OF THE QUALITY MANUAL

Name Position Visa

Drawn up by: C. BAUDRY Quality manager

Controlled and
B. LASSARAT C.E.O
approved by:

DISTRIBUTION

Name Distribution Company Date

INTERNAL DISTRIBUTION

EXTERNAL DISTRIBUTION

This manual is the property of the company Produits et Accessoires Industriels. It may not be reproduced or
disclosed to third parties without written permission from the CEO.
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A. GENERALITIES Page : 2 / 19

TABLE OF CONTENTS

A. GENERALITIES
1. Flyleaf (Validation, approval and distribution of the EHS quality manual) Page 1/19
2. Table of contents Page 2/19
3. Presentation of the company Produits et Accessoires Industriels Page 3/19
4. Permanent improvement of the Quality Management System Page 4/19
5. Procedure route map Page 5/19
6. Interaction between the processes Page 6/19
7. Updates Page 7/19
8. Applicable procedures Page 8/19
9. Exceptions Page 8/19

B. QUALITY MANAGEMENT SYSTEM

1. General requirements Page 9/19
2. Quality manual Page 9/19
3. Document control Page 9/19

C. MANAGEMENT RESPONSIBILITY
1 Management commitment Page 10/19
2. Customer focus Page 10/19
3. Quality policy Page 11/19
4. Responsibility, authority and communication Page 12/19
5. Management review Page 13/19

D. RESOURCES MANAGEMENT
1 Provision of resources Page 14/19
2. Human resources Page 14/19
3. Infrastructures Page 15/19
4. Work environment Page 15/19

E. SERVICE IMPLEMENTATION
1. Planning of service requirements Page 16/19
2. Customer-related processes Page 16/19
3. Design and development Page 16/19
4. Purchasing Page 16/19
5. Service preparation and achievement Page 17/19
6. Control of monitoring and evaluation devices Page 17/19

F. EVALUATION, ANALYSIS AND IMPROVEMENT

1. Monitoring and evaluation Page 18/19
2. Control of non-conformities Page 19/19
3. Analysis of data Page 19/19
4. Improvement Page 19/19
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A. GENERALITIES Page : 3 / 19

PRESENTATION OF THE COMPANY

• Corporate name : Produits et Accessoires Industriels
• Legal form : S.A.S
• Capital : 130 000 €
• Address : Port 4008 – Route du Hoc – 76700 Gonfreville L’Orcher
• Phone : 02 35 20 80 60
• Fax : 02 35 55 04 40
• E-mail : info@pai-france.com
• Web site: www.pai-france.com
• French Fiscal Identification Number : 380 186 973 00034
• Standard Industrial Classification : 4 669 B
• Creation date: 24 December 1990
• Contacts :

C.E.O B. LASSARAT
Quality Manager C. BAUDRY
Business Manager N. TERNON
Business Manager L. BRUNO
Business Manager M. MERLEVEDE
Business Manager C. BAUDRY

• Average staff size : 12

• Average age : 40
• Opening hours: Monday to Friday 8.00 a.m. – 12.00 p.m. / 13.30 – 17.30 p.m.
• IT Resources : LINE UP and SILOG softwares

• Agreement : ISO 9001 (since June 2011)

• Field of activity : Wholesale trade

• Activity : Import / Export / Industrial equipment and spare parts trading

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QUALITY MANAGEMENT PROCESS MODEL

PERMANENT IMPROVEMENT OF THE

QUALITY MANAGEMENT SYSTEM

CUSTOMERS
PLAN CUSTOMERS
Management
responsibility

ACT

Resources Evaluation, Analysis and Satisfaction

Management Improvement

DO CHECK

Input Input Service implementation Output

Requirements Service

Customers’ sub-process

Flow of information

‘Value-Added’ activities
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PROCEDURE ROUTE MAP

PROCESS MANAGEMENT
M1 M2 M3 M4
Internal audits Permanent improvement Management review and data Customer focus and
Pilot : Pilot : analysis satisfaction
Quality Manager Quality Manager
Pilot: Pilot:
C Management Quality Manager C
U U
S S
T T
O O
M PROCESS REALIZATION M
E R2
Product E
R1
Identification of customers’ Review of customers’
R‘ requirements
R’
requirements
S Pilot: Pilot: S
Quality and Business Quality and Business
Managers Managers
R S
E A
Q R3 R4
T
R5
U Purchasing Inspection / Delivery Invoicing I
Pilot: Pilot: Pilot:
I Quality and Business Quality and Business
S
Accounts Department
R Managers Managers F
& Axis
E A
M C
E T
N I
T O
S N
SUPPORT PROCESS

S1 S2 S3
Human Resources Document Risk management
management management
Pilot:
Pilot: Pilot: Management
Management Quality Manager
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INTERACTION BETWEEN THE PROCESSES

I : Incoming processes O : Outgoing processes I/O : Incoming and Outgoing

M1 M2 M3 M4 R1 R2 R3 R4 R5 S1 S2 S3

M1
I/O I/O I I I/O
Internal audits

M2
I/O I/O I/O I/O I/O I/O I/O I/O I/O I/O I/O
Continual improvement

M3
Management review and I/O I/O I I/O I I/O
Data analysis

M4
Customers’ satisfaction I/O I I/O I O I/O
focus

R1
Customers’ requirements I/O I/O I I I/O
identification

R2
Customers’ requirements I/O I I I/O
review

R3
I/O I I O I/O
Purchasing

R4
I/O I I O I/O
Controls / Delivery

R5
I/O O I I/O
Invoicing

S1
Human Resources I I/O I/O I/O
Management

S2
I I/O I I/O
Document Management

S3
I/O I/O I/O I/O I/O I/O I/O I/O I/O I/O I/O
Risk Management
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UPDATES

Update Date Description

0 10-19-2010 Original Edition
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APPLICABLE PROCEDURES

Ref. Titles
P01.01 Document management
P01.02 Computer and information systems management
P01.03 Records management
P02.01 Process management
P02.02 Back-up document
P04.01 Management of the requests for quotations
P04.02 Enquiry to suppliers
P04.03 Preparation of the quotations
P04.04 Contract review procedure
P04.05 Purchasing process
P04.06 Material receipt and inspection of the goods
P04.07 Final inspection and shipment of the goods
P04.08 Invoicing
P04.09 Evaluation and selection of the suppliers
P04.10 Process achievement
P05.01 Handling of non-conformities
P05.02 Permanent improvement
P05.03 Internal audit

EXCEPTIONS

Associated services: Not applicable.

Outsourced process: Material receipt, storage and preparation of the goods before shipment to
customers

Design and development: Not applicable.

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B. QUALITY MANAGEMENT SYSTEM Page : 9 / 19

SCOPE OF APPLICATION:
The scope of application of the Quality Management System covers all activities and concerns all
employees in the company.

1. GENERAL REQUIREMENTS

1.1. TOPIC
The purpose of this section is to present all documents related to Quality Management in a hierarchical
order.

1.2. QMS DOCUMENTS

1. Quality manual: Document describing the organization of the PAI Quality Management System in
order to implement it according to ISO 9001 requirements.

2. Procedure: Description of one stage or activity of the Quality Management System process

3. Specification: Description of skills that enable PAI to perform an activity or a service

4. Form: Document allowing the treatment of data or information following a predefined

procedure

2. QUALITY MANUAL

The Quality Manual is:

• Drawn up by the Quality Manager
• Checked and approved by the C.E.O
• Distributed to the Managers, one copy being available to every employee

The Quality Manager updates the Quality Manual every year. Its distribution may be internal or external /
controlled or not (see § 1.3.2.3).

3. DOCUMENT CONTROL

Applicable procedures: P01-01: Document management

P01-02: Computer system management
P01-03: Records management
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C. MANAGEMENT RESPONSIBILITY Page : 10 / 19

1. MANAGEMENT COMMITMENT

I, the undersigned, Bertrand LASSARAT, C.E.O of the company Produits et Accessoires Industriels, am
aware of the imperatives of customers’ expectations as well as benefits resulting from a Quality
Management System, Health, Safety and Environment (HSE), hereby commit myself without any reserve
to develop the Quality Management system thanks to:

• The implementation of a quality policy

• An effective communication within the company with the aim to satisfy customers’ requirements
• The definition, the follow-up and the achievement of relevant objectives
• The identification and the management of our internal processes and sub-processes by using tools
such as statistics and internal audits
• The organization of meetings and management reviews

2. CUSTOMER FOCUS

The main objective of the Management is the customer’s satisfaction. A system based on an effective
Quality Management, safety as well as a performing environment will enable us to meet this goal by
optimizing communication between both parties. The aim is to understand customers' current and future
needs and to adapt our internal processes to meet their requirements.
Therefore, the Management overlooks the procedure in place to gather information, identify, understand
and manage customers’ needs.

Data is reviewed and interpreted to adapt:

• The quality policy
• The objectives
• The processes

The information related to customers’ satisfaction mainly comes from:

• Customers’ audits
• Customers’ visits (Direct communication)
• Market studies
• Satisfaction surveys
• Exhibitions
• Forums on web sites
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3. QUALITY POLICY

Our HSE quality policy is based on the satisfaction of our customers, employees, partners and
shareholders.

Continuous improvement of overall performance is a permanent objective in our organization.

Innovation will boost our Quality, Safety and Environment system and will be the motor of our ambition:
Always improve our performance to satisfy our customers by anticipating their needs.

To achieve this goal, our HSE Quality policy should be shared and accepted by all. In this way, we will be
able to identify and eliminate non conformities and allow our customers, partners, employees and
shareholders greater satisfaction.

An HSE Quality approach is above all an improvement approach.

By adopting this position, our goal is to achieve 100% of satisfaction through:

• On-time deliveries
• Products and services of quality in accordance with applicable regulations and standards
• A dynamic organization based on active listening and customer focus
• The steady development of our technical expertise
• The safety of our customers and employees
• The knowledge of our environment as well as our capacity to adapt our processes to its evolution

Having an independent point of view, the Quality Manager has full authority to implement the Quality,
Safety and Environment policy. Meetings and Management reviews will enable us to constantly improve our
way of working.

Together, let’s make this process a profitable, cheerful and professional experience!

Bertrand LASSARAT
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C. MANAGEMENT RESPONSIBILITY Page : 12 / 19

4. RESPONSIBILITY, AUTHORITY AND COMMUNICATION

4.1. ORGANIZATION CHART

A nominative organization chart completes the general chart presented below. This chart is updated every
time the composition of the team is changed, controlled during the Management review and approved by
the C.E.O.

C.E.O

Office Manager

Quality Manager Accountancy

Assistant
Quality Assistant
Accountant

Logistics Manager

Business Managers

Africa and Middle Engineering

European customers Algeria Area EXXON Contract Product Manager
East areas contractor

Commercial Commercial Commercial

Assistants Assistant Assistant

4.2. RESPONSIBILITIES AND AUTHORITIES

The C.E.O’s mission is to supervise the implementation of the overall management system presented in this
manual.
People whose responsibilities are described in this chapter have the task to implement and control the
good application of the rules presented in this manual, within the limits of their competence.
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5. MANAGEMENT REVIEW

The management review is chaired by the C.E.O, scheduled every year and directed by the Quality
Manager.

The participants are:

• The C.E.O
• The Quality Manager

After the meeting, the minutes are established by the Quality Manager and distributed to all participants.
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D. RESOURCES MANAGEMENT Page : 14 / 19

1. PROVISION OF RESOURCES

1.1. DEFINITION AND NEEDS ANALYSIS

The Top Management provides the resources necessary to implement an efficient Quality Management
System based on needs identified by members of the management. Those needs are analyzed during the
Management review. Monitoring and effectiveness of the decisions taken are discussed during the quality
meetings. The agenda may concern Human Resources (hiring a new employee or training, for instance),
infrastructure or work environment.

1.2. MEANS
The Top Management identifies the means, dedicates staff, and provides resources to Management
members in charge of implementing and checking tasks including:

• The knowledge of standards and existing check-up procedure

• Adequate training to meet the needs of the function and / or workstation
• Enough time to do the work
• Infrastructures and equipment
• Work environment
• Written procedures
• The means of access to records
• Internal audits

2. HUMAN RESOURCES

2.1. SKILLS AND AWARENESS

The required skills have to be defined in order to identify training needs.

Job descriptions are therefore drawn up for each position. The managers continually check the complete
adequacy between required skills and employees qualifications. A report is made during the Management
review.

Skills management is an ongoing investment which aims to meet customers’ needs. This management is
based on the implementation of actions defined during the Management review or during quality meetings,
according to the situation. Measures taken are checked and evaluated every year in terms of efficiency
through the analysis of the development of skills of each employee.
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2.2. NEW EMPLOYEES

Upon his arrival in the company, the new employee is welcomed by the Quality Manager who introduces him
to the team and the company (premises, organization, for instance).

The employee receives a factsheet which presents him with the quality management system
(Documentation system, forms to be filled in, etc.) as well as the instructions to follow in terms of Safety,
Health and Environment. A mentor is appointed to assist the integration of the employee and provide him
with technical assistance.

3. INFRASTRUCTURES

The company provides and maintains the infrastructures so as to implement efficiently the Quality
Management System.

Infrastructures include:

• Premises and workstations

• Computer hardware and work equipment
• Support services (such as logistics, information and communication systems)

Infrastructure needs are directly expressed to the Top Management during the management review or
during quality meetings.

4. WORK ENVIRONMENT

Good working conditions and the supply of facilities necessary for the proper functioning of society such
as water or electricity are implemented under the authority of the Management.

Physical and environmental factors (temperature, noise, lighting, cleanliness) as well as risks linked to our
activity are identified and controlled. Prevention measures are implemented in such a way to limit risks for
our employees (See documentation: Identification of the risks for each workstation).
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E. SERVICE IMPLEMENTATION Page : 16 / 19

1. PLANNING OF SERVICE REQUIREMENTS

The business planning is based on information entered in our software.

The data administration is necessary to identify resources and ensure the delivery of customers’ orders.

The business managers plan orders to meet customers’ needs. In addition, the software allows them to
know at any time at what stage of the process the order is and when it is likely to be delivered.

2. CUSTOMER-RELATED PROCESSES

Applicable procedures: P04-01: Management of the requests for quotation

P04-02: Sourcing
P04-03: Preparation and follow-up of the quotations
P04-10: Realization process

3. DESIGN AND DEVELOPMENT

Due to our activity, this chapter does not apply to our company.

4. PURCHASING

Applicable procedures: P04-02: Sourcing

P04-05: Purchasing process
P04-09: Selection, evaluation of the suppliers
P05-01: Management of non-conformities

A list of suppliers within the company is regularly updated by the Quality Manager in accordance with the
procedure P04-09.
Receiving control is performed in accordance with Section F of this Manual § 1.4.2.
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E. SERVICE IMPLEMENTATION Page : 17 / 19

5. SERVICE PREPARATION AND ACHIEVEMENT

Applicable procedures: P04-10: Process realization

The service preparation is intended to prevent the occurrence of non-conformities thanks to the
identification of the critical characteristics of the product. The service is managed by a computerized
management system from which access is controlled.

6. CONTROL OF MONITORING AND EVALUATION DEVICES

The knowledge of monitoring is based on management system, surveillance and evaluation and data analysis.
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F. EVALUATION, ANALYSIS AND IMPROVEMENT Page : 18 /19

1. MONITORING AND EVALUATION

1.1. CUSTOMER SATISFACTION

Customers’ satisfaction is measured by:
• Contacts with customers
• Customers’ assessment
• Customers’ feedbacks and requirements

1.2. INTERNAL AUDIT

Applicable procedures: P05-03: Internal audits

The whole information gathered within the company (Internal audit of the Quality System Management)
will allow managers to check annually the good match between the quality management practices and the
company (Application of the quality manual, procedures and the specifications).

1.3. PROCESS MONITORING AND MEASUREMENT

The efficiency of the process is regularly controlled during quality meetings thanks to the definition of
methods based on the analysis of processes and their impact on the efficiency of the quality Management
System.
Indicators are identified, calculated and analyzed at each stage of the processes (Management, realization
and support). Goals are defined, quantified and an action plan is implemented to achieve them.

1.4. MONITORING QUALITY OF SERVICE: MEASUREMENT AND

ESTIMATION

The controller ‘AXIS’ checks each order to make sure that the right goods are delivered on time and in
good condition. He also controls the good match between the delivery note, the shipping marks and draws
up the receipt check list (MR). The Business Manager and Quality Manager are notified of any defective
delivery or noncompliance.
All these verifications provide evidence that the product meets customer requirements and has undergone
the necessary checks.
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2. CONTROL OF NON-CONFORMITIES

Applicable documents: P05-01: Control of non-conformities product

3. ANALYSIS OF DATA

The aim is to determine, collect and analyze data to demonstrate the effectiveness of the Quality
Management System and identify areas for improvement.

The analysis of this data provides information about:

• Customers’ satisfaction
• The compliance of the products
• The efficiency of those processes (management, realization and support)

4. IMPROVEMENT

Applicable documents: P05-02: Permanent improvement

The objective of permanent improvement is to correct or prevent all real or potential malfunctions for
instance: not achieving quality objectives; differences detected in audit; non-satisfaction of the
customers, inefficient processes.

Any improvement action is recorded as a corrective or preventive action.