quality manual · quality manual bs en iso 9001: 2008 4 quality management system 4.1 general...

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Authorised By: HHA Management Representative Signature : ____________________ Date: _____________ Approved By : GROUP G. MANAGER. Signature : ____________________ Date : _____________

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Proc. No. : GEN 00 Copy No. : Issue : TWO 1 of 38

QUALITY MANUAL BS EN ISO 9001: 2008

QUALITY MANUAL BS EN ISO 9001:2008

The Quality Manual is a CONTROLLED DOCUMENT. No unauthorised amendments may be made to this document. Authorised amendments may be made in accordance with General Procedure GEN 08.

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Proc. No. : GEN 00 Copy No. : Issue : TWO Page 11 of 38


Page Section

DISTRIBUTION OF QUALITY MANUALS

Quality Manuals are distributed by the Quality management System Office who maintain a record of such distribution.

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Cover Page Contents & distribution Introduction 1. Scope 1.1 General 1.2 Application 2. Normative reference 3. Terms and definition 4. Quality Management System BS EN ISO 9001:2008 4.1 General Requirements 4.2 Documentation Requirements 5. Management Responsibility 5.1 Management Commitment 5.2 Customer focus 5.3 Quality policy 5.4 Planning 5.5 Responsibility, authority and communication 5.6 Management review 6. Resource management 6.1 Provision of resources 6.2 Human resources 6.3 Infrastructure 6.4 Work environment 7. Product realization. 7.1 Planning of product realization 7.2 Customer-related processes 7.3 Design and Development (NOT APPLICABLE) 7.4 Purchasing 7.5 Production and service provision 7.6 Control of monitoring and measuring equipment 8. Measurement, analysis and improvement 8.1 General 8.2 Monitoring and measurement 8.3 Control of nonconforming product 8.4 Analysis of data 8.5 Improvement 8.6 PROCESS APPROACH

CONTENTS

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INTRODUCTION :

0.1 GENERAL :

Haji Husein Alireza & Co. Ltd. Has served the needs of its customers in Jeddah, Riyadh and Al Khobar since 1900s, providing automotive and technical services to the highest possible standard.

The company employs a broad range of professional, technical and related personnel supporting sole agency contracts agreed with four manufacturers, , MAZDA, ASTON MARTIN & MAN Trucks, Peugeot & Geely Yuejin . The adoption of a quality management system is strategic decision of the company, the design and implementation of HHA quality management system is influenced by : a) Its company environment, changes in that environment, and the risks associated with that

environment. b) Its varying needs. c) Its particular objectives. d) The processes it employs, e) Its size and company structure.

It is not the intent of this International Standard to imply uniformity in the structure of quality management systems or uniformity of documentation.

The quality management system requirements specified in this International Standard are complementary to requirements for products.

This International Standard can be used by internal and external parties. Including certification bodies, to assess the company ability to meet customer, statutory requirements applicable to the product, and the company own requirements.

The quality management principles stated in ISO 9000 and ISO 9004 have been taken into consideration during the development of this International Standard. This manual sets out the operational response of HHA to the requirements of BS EN ISO 9001:2008 and refers to the Quality management system which consists of : a) Quality Manual including Company Quality Policy b) General Quality System Procedures c) Job Descriptions d) Functional Procedures & Work Instructions e) Company documentation.

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0.2 PROCESS APPROACH :

This International Standard promotes the adoption of a process approach when developing, implementing and improving the effectiveness of a quality management system, to enhance customer satisfaction by meeting customer requirements.

For an HHA to function effectively, it has to determine and manage numerous linked activities. An activity or set of activities using resources, and managed in order to enable the transformation of inputs into outputs, can be considered as a process. Often the output from one process directly forms the input to the next.

The application of a system of processes within an HHA together with the identification and interactions of these processes, and their management to produce the desired outcome, can be referred to as the, “ processes approach”.

An advantage of the process approach is the ongoing control that it provides over the linkage between the individual processes within the system of processes, as well as over their combination and interaction.

When used within a quality management system, such an approach emphasizes the importance of :

a) Understanding and meeting requirements.

b) The need to consider processes in terms of added value.

c) Obtaining results of process performance and effectiveness, and

d) Continual improvement of processes based on objective measurement.

The process approach has been established with interaction of various Dept/Locations at QM ( process flowchart).

QUALITY MANAGEMENT SYSTEMS REQUIREMENTS : 1. SCOPE :

Sales & supply of automotive and related spare parts & maintenance of automotives as authorized dealer from Mazda, Aston martin & MAN Trucks, Peugeot & Geely Yuejin, within the Kingdom of Saudi Arabia’s the scope of HHA.

The provision of associated administrative support to professional and technical standards which aims to enhance customer satisfaction through the effective application of the system.

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1.1 General Whereas that this manual sets out the operational response of HHA to the requirements of BS EN ISO 9001:2008, and since that this International Standard specifies requirements for a quality management system where the Company :

a) Demonstrate its ability to consistently provide product/service that meets customer and

applicable statutory and regulatory requirements, and b) Aims to enhance customer satisfaction through the effective application of the system,

including processes for continual improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements.

1.2 Application Haji Husein Alireza & Co. Ltd. Has applied all requirements of this International Standard regardless of type, size and product provided to its customers and due to the nature of the Company and its product, therefore the design and development requirements was excluded (7-3) because it is not applicable on the Company due to nature of its activity which did not require any type of design works, while HHA activity is restricted by supplying of vehicle sales service, repair and maintenance, spare parts and related components. Therefore, design is not one of HHA working requirements and this exclusion is limited to requirements within clause 7, and such exclusion do not affect the Company’s ability, or responsibility to provide product that meets customer and applicable regulatory requirements.

2 Normative references

ISO 9000:2005 Quality management system Fundamental and vocabulary is the principle document for the development of this Manual.

3 Terms and definitions For the purpose of this International Standard, the terms and definitions given in ISO 9000 apply by the Company.Throughout the text of this International Standard, the term “ product “ occurs,” it can also mean “ Service “.

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BS EN ISO 9001:2008 QUALITY MANAGEMENT SYSTEM REQUIREMENTS

QUALITY SYSTEM REQUIREMENTS RELATED GENERAL QUALITY FOR ASSURED QUALITY SYSTEM PROCEDURE/ & FP.

4. Quality Management System 4.1 General requirements 4.2 Documentation requirement 5. Management responsibility 5.1 Management commitment 5.2 Customer focus 5.3 Quality policy 5.4 Planning 5.5 Responsibility, authority and

communication 5.6 Management review 6. Resource Management 6.1 Provision of resources 6.2 Human resources 6.3 Infrastructure 6.4 Work environment 7. Product realization 7.1 Planning of product realization 7.2 Customer related processes 7.3 Design and development 7.4 Purchasing 7.5 Production and service provision 7.6 Control of monitoring and

measuring devices 8 Measurement, analysis and

improvement 8.1 General 8.2 Monitoring and measurement 8.3 Control of nonconforming product 8.4 Analysis of data 8.5 Improvement

GEN 02/GEN 07/GEN 08, GEN 09 GEN02 GEN 01 GEN 01 SALES/SERVICE/PARTS/I. & L./FUNCT.PROC GEN 01 GEN 01 GEN 01 + GEN 16 + FP GEN 01 GEN 01 GEN 01 SALES/SERVICE/PARTS/I. & L./FUNCT.PROC SALES/SERVICE/PARTS/I. & L./FUNCT.PROC SALES/SERVICE/PARTS/I. & L./FUNCT.PROC GEN 11-GEN 16 SALES/SERVICE/PARTS/I. & L./FUNCT.PROC GEN17 NOT APPLICABLE (NOT REQUIRED) FINANCE/GMT FUNCTIONAL PROCEDURES – GEN 13 SALES/SVC/PTS/I. & L./FUNCT.PROC/ & GEN 15. GEN 9 SALES/SERVICE/PARTS/I. & L./FUNCT.PROC GEN 12 SERVICE/FUNCTIONAL PROCEDURES GEN 04 GEN 10 SALES/SERVICE/PARTS/I. & L./FUNCT.PROC

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4 Quality Management System

4.1 General requirements Haji Husein Alireza & Co. Ltd. establish document, implements and maintains a quality management system and continually improve its effectiveness in accordance with the requirements of this International Standard. “BS EN ISO 9001:2008. Therefore, the Company has had :

(a) determine the processes needed for the quality management system and their application throughout the organization (see 1.2).

(b) Determine the sequence and interaction of these processes which included. Vehicle sales, maintenance service and parts, and it has been prepared a Functional Procedure for each processes. Theses procedures already prepared and maintained at each related dept./location.

(c) Determine criteria and methods needed to ensure that both the operation and control of these processes are effective ( Ref. GQSP and departmental/ location functional procedures).

(d) Ensure the availability of Human, Technical and equipment resources and information necessary to support the operation and monitoring of these processes.

(e) Monitor Tools, measure where applicable, and analyze these processes. (Ref GEN.10) and :

(f) Implement actions necessary to achieve planned results and continual improvement of these processes. (Ref GQSP and Functional Procedures).

These processes shall be managed by the Company in accordance with the requirements of this International Standard. Where the Company chooses to outsource any process that affects product/service conformity to requirements, the company shall ensure control over such processes. The type and extent of control to be applied to these outsourced processes shall be defined within the quality management system. (Ref Functional Procedures for Department/Location where appropriate). HHA is outsources Vehicles & Services. Presently organization is outsourcing transportation for the transport the Automotive & Spare parts from port to Janubia stockyard & custom the controls for outsourcing of transportation are managed by Janubia stockyard. 4.2 Documentation requirements

4.2.1 General

Haji Husein Alireza & Co. Ltd. Has had established of documentation requirements for the purpose of its documentation and its all documents and data relating to Quality Management System.

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The quality management system documentation include :

(a) Documented statements of a quality policy and quality objectives as indicated in clause 5-3.

(b) A quality manual.

(c) Documented procedures and records required by this International Standard represented by General Quality System Procedures.

(d) Documents including records, determined by the Company to be necessary to ensure the effective planning, operation and control of its processes.

4.2.2 Quality Manual

HHA has established and maintained a quality manual that includes :

(a) The scope of the quality management system, including details of and justification for any exclusions (see 1.2).

(b) The documented procedures were established for the quality management system, (General Quality System Procedures), and

(c) A description of the interaction between the processes of the quality management system.

4.2.3 Control of documents:

HHA controls all documents and data relating to the Quality Management System. Both the control method and scope are documented in General Quality System Procedures and Functional Procedures where appropriate.

Documents required by the quality management system are controlled by HHA. Records are a special type of document and controlled according to the requirements given in 4.2.4. A documented procedures were established by HHA in order to define the controls needed. (a) To approve documents for adequacy prior to issue. (b) To review and update as necessary and re-approve documents. (c) To ensure that changes and the current revision status of documents are identified. (d) To ensure that relevant versions of applicable documents are available at points of use. (e) To ensure that documents remain legible and readily identifiable.

(f) To ensure that documents of external origin are determined and identified by HHA to be necessary for the planning and operation of the quality management system and their distribution controlled, and

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(g) To prevent the unintended use of obsolete documents, and to apply suitable identification to them if they are retained for any purpose.

Document and Data Approval & Issue

Documents and data are formally reviewed and approved by authorized personnel prior to issue. The HHA Management Representative, through Location/Branch/Dept. Managers, ensures up-to-date copies of Controlled documents are available in all appropriate departments/Locations.

Obsolete documents are removed and destroyed unless retained as a Quality Record when copies are marked “Obsolete” or “For reference Only”. Data held on computer systems is password protected. Access and control is the responsibility of the computer department (MIS) and the Location/Department Manager. (Procedure # GEN.02).

Document & Data Changes /Modifications:

The General Quality System Procedures ensure that amendments or Revisions take place in a controlled manner, subject to approval and Authorization by the originating manager. (REF. GEN.08).

4.2.4 Control of records

Records were established and maintained by Haji Husein Alireza & Co. Ltd. In order to provide evidence of conformity to requirements and of the effective operation of the quality management system. A documented procedures were established to define the controls needed for the identification, storage, protection, retrieval, retention time and disposition of records.

It is the responsibility of the HHA Management Representative and Location/Department managers to keep and maintain records that demonstrate the effective operation of the Quality Management System.

These records are used in managing the Quality Management System in all areas and Functions of the company. All records are stored and maintained in such a way that they are legible, readily identifiable and retrievable in storage areas or units that provide protection against deterioration, damage or loss.

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They will be identified, indexed, filed and disposed of in a controlled manner in accordance with procedures. Where records are held on computer systems, effective storage and retrievability of data is documented (Refer GEN 03).

5 Management responsibility

5.1 Management commitment

GMT of Haji Husein Alireza & Co. Ltd. provides evidence of its commitment to the development and implementation of the quality management system and continually improving its effectiveness by :

(a) Communicating to the Company the importance of meeting customer as well as statutory and regulatory requirements.

(b) Establishing the quality policy. (c) Ensuring that quality objectives are established. (d) Conducting management reviews, and (e) Ensuring the availability of resources.

5.2 Customer focus

Company’s GMT ensures that customer requirements are determined and are met with the aim of enhancing customer satisfaction (see 7.2.1 and 8.2.1).

5.3 Quality policy

The company management ensure that the quality policy is as follows :

(a) Haji Husein Alireza & Co. Ltd. aims to provide high quality Sales, Service, Parts and related services to customers in order to match and where possible exceed their expectations. Therefore

HHA ensured that its Quality Policy is implemented and met its goals and its appropriate to its purpose.

The provision of vehicles and aftersales services to our customers is detailed in contracts between HHA and its customers. These are supervised by company management and are detailed in functional procedures. The procedures contain criteria and requirements to ensure that sales,

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Proc. No. : GEN 00 Copy No. : Issue : TWO of 38


service, components and supporting administrative services provided are of acceptable quality and consistency.

(b) HHA is organized in a way that provides assurance of product/service quality through to BS EN ISO 9001:2008 requirements. A documented quality management system is in operation which make sure for a continuous improvement for Quality Management System and throughout its permanent commitment to comply with quality management system requirements. This permanent development can be conducted through General Quality System procedures and Functional Procedures where its necessary and required, and to improve the effectiveness of the quality management system.

(c) The Quality Management System is subject to periodic establishing review quality objectives

and applicable and mandatory for all personnel.

Haji Husein Alireza & Co. Ltd. Gathers regular statistical information to review services and always aims to make further improvements to services, within the available resources.

All statistics relating to customer activity are used for review. Customers are involved in the regular services which the company provides.

(d) The Quality Policy is authorized and approved by the G.G.M. on behalf of the Board of Directors. It is distributed to each location/department on a controlled basis in order to ensure that it was properly communicated and under/stood within the company.

(e) The quality policy of HHA is reviewed for continuing suitability by the Quality Management System Office. This policy is regularly reviewed in order to ensure its permanent and continuing suitability to HHA aims.

5.4 Planning

5.4.1 Quality objectives

HHA GMT ensures that quality objectives, including those needed to meet requirements for product/service (see 7.1 a), are established at relevant functions and levels within the company. The quality objectives are measurable and consistent within the quality policy. (Ref. # 5-3).

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HHA GMT conducting a continual review for the Quality objectives in order to check its suitability and reference to the Quality Policy of the Company and any required amendments or corrective/preventive actions would be reviewed. This process would be made throughout the Management review (Refer to GEN.01).

HHA has a comprehensive budget to all department and /locations for measurable of effectiveness of quality objectives.

HHA top Management is the responsible party of Quality Management System planning process. It is ensured that the planning is supporting the company’s Quality Policy and objectives in conforming with the requirements of this manual. HHA has a continually policy to define and orientation of issues when its raised in order to ensure that the quality of provided service by the company is meeting all requirements of both, customer and company. A plenty of these issues have been identified through non-conformance status, internal audit and management review. Preparation/and review of the procedures is an evidence of that complied with, and this review is including compatibility of quality management system componants and acquisition of any additional resources.

The quality objectives measurement approach with the interaction of various location/department has been established (Ref. To-GEN. 10). 5.4.2 Quality management system planning GMT of HHA insured that :

a) Quality management system planning is undertaken within GMT Business Plans and through the regular Management meetings. During the planning process, requirements of the quality system are identified, documented and referred to the Quality System Office. (Refer to Departmental Functional Procedures and Gen.01).

In order to achieve continual improvement plan, at the end of the month, each department/location manager writes down a progress report on action taken send it to his regional manager and to QSO, and then QSO will monitor progress , provide advice, support and assistance as required by location (Ref. QSOF.015).

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b) GMT of the company ensured that the integrity of the quality management system is maintained when changes to the quality management system are planned and implemented.

5.5 Responsibility, authority and communication

HHA has an organizational chart showing the inter-relationship of personnel and lines of authority. (Attached as appendix a).

5.5.1 Responsibility and authority:

HHA GMT ensures that responsibilities and authorities are defined and communicated within the company.

Details of authority are referenced in this manual, in functional procedures or in individual job descriptions. These documents indicate (where is necessary) regarding availability of sufficient capacity of HHA which required to perform of the business affecting the quality.

5.5.1.1 General Manager

Holds overall responsibility for the company on behalf of the Board. Holds responsibility for approval of company documentation. He has overall responsibility for the Quality Management System and head the management review process in order to ensure that the system is meeting customer and company requirements.

5.5.1.1.1 Group Operations Manager/Director

He has a main important role and in all operations activities. Responsible for approval as a company director, head the marketing activity.

5.5.1.2 Financial & Planning Manager

Holds overall responsibility for monitoring present HHA financial needs, holds responsibility for approval, and creating long term strategy to specify future needs.

Managing company’s cash-flow day-to-day as well as long term, monitoring divisional profitability and creating related reports that would include the impact on the company’s financial position, managing day-to-day banking affairs and supplier relations with regard to the HHA credit needs, creating the budget with Divisional Managers and study all new projects to assess their impact on the company.

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5.5.2 HHA Management Representative GMT of the company has appointed the Internal Audit Manager to act as HHA Management Representative. The HHA Management Representative irrespective of other duties and responsibilities, has defined authority for ensuring that the requirements of this International Standard, BS EN ISO 9001:2008 is implemented and maintained. His responsibility and authority that includes: (a) Ensuring that processes needed for the quality management system are established, implemented

and maintained. (b) Reporting to GMT on the performance of the quality management system and any need for

improvement, and (c) Ensuring the promotion of awareness of customer requirements throughout the company. Reports for this additional managerial role to the General Manager. Responsibilities include : The issuing, control and revision of the Quality Manual and general quality system procedures. Overall responsibility for coordinating all Functional Procedures. Ensuring the Quality System is audited against a set schedule. Maintaining records of non-conformance; developing trend analysis to detect root cause and

initiating corrective and preventive action. Post-assessment liaison with the certification body.

In the HHA Management Representative’s absence, a deputy will be appointed by the General Manager.

The responsibility of management representative including liaison with external parties on matters relating to the quality management system.

5.5.2.1 Divisional General Managers

Hold overall responsibility for formulating approving and implementing the HHA Quality Management System in their Functional Areas.

Hold responsibility for budgeting in liaison with GM.

Responsible for the development and implementation of strategy and for the control of all aspects of business.

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5.5.2.2 Regional General Manager:

Hold responsibility for all operations within his geographical area. Operates the budget for his Region in liaison with Divisional General Managers and the GM. Monitors performance and reports as required.

5.5.2.3 Location/Department Managers

Responsible for all operational activity within location. Reports to Regional General Manager. Additional responsibilities in terms of quality include :

Identification and resolution of gaps in location systems. Staff training. Review, Implementation of Job Descriptions, Procedures, Work Instructions Forms,

and location organization chart. Maintenance of Quality Records. Endorsement of staff responsibilities. Supporting Internal Quality System Assessments and taking necessary corrective and

preventive action.

5.5.2.4 Verification Resources and Personnel

Sufficient resources in terms of trained management and personnel have been allocated to meet the requirements of the customer as specified in company contract and agreement.

Resources are subject to management review aided by the Internal Audit Department and Internal Quality System Assessment processes.

5.5.3 Internal communication

HHA GMT ensures that appropriate communication processes are established within the company (Refer to General Quality System Procedure (GEN. 15) and Functional Procedures were appropriate), and that communication takes place regarding the effectiveness of the quality management system.

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5.6 Management review :

5.6.1 General In accordance with General Procedure GEN 01, the management reviews the performance of the Quality management System at least once per year may be conducted one time if decided by General Manager, to ensure its continuing suitability, adequacy and effectiveness. This review shall include assessing opportunities for improvements and the need for changes to the quality management system. Including the quality policy and quality objectives. Records of such reviews are maintained by the quality system office. ( see 4.2.4). 5.6.2 Review input The input to management review shall be including information on some of the following:

(a) Results of audits, (b) Customer feedback, it will be discussed only when its required and necessary. (c) Process performance and product/service conformity where its necessary. (d) Status of preventive and corrective actions, (e) Follow-up actions from previous management reviews, (f) Changes that could affect the quality management system, and (g) Recommendations for improvement if any.

5.6.3 Review output The output from the management review includes any decisions and actions related to :

(a) Improvement of the effectiveness of the quality management system and its processes. (b) Improvement of product/service related to customer requirements, and (c) Resource needs if any.

6 Resource management 6.1 Provision of resources The company determined and provided the resources needed and a sufficient resources in terms of trained management and personnel have been allocated to meet the requirement of the customer as specified in company contract agreement.

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Resources are subject to management review aided by the Internal Audit and Internal Quality System Assessment processes in order :

(a) To implement and maintain the quality management system and continually improve its effectiveness, and

(b) To enhance customer satisfaction by meeting customer requirements. 6.2 Human resources

6.2.1 General Personnel performing work affecting conformity to product/service requirements quality were appointed by HHA as competent on the basis of appropriate education, training, skills and experience.

6.2.2 Competence, Training and Awareness : Haji Husein Alireza & Co. Ltd. has :

(a) Determine the necessary competence for personnel performing work affecting conformity to product/ service requirements,

(b) where applicable, Provide training or take other actions to achieve the necessary competence. (c) Evaluate the effectiveness of the actions taken, (d) Ensure that its personnel are aware of the relevance and importance of their activities and how

they contribute to the achievement of the quality objectives, and (e) Maintain appropriate records of education, training, skills and experience (see 4.2.4 and GEN.05).

6.3 Infrastructure

HHA has determined, provided and maintained the infrastructure needed to achieve conformity to product/service quality requirements. Infrastructure includes, as applicable a) buildings, workspace and proper associated internal utilities in this regard, for a proper working

environment and personnel available at all of company’s sites, in which HHA conducting its miscellaneous activities of which affect the product/service quality.

b) The company has provided all necessary process equipments being needed and used by its workshop (including both Hardware and Software) and comply with a procedures that guarantee its accuracy

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and validity, through making its required maintenance and calibration. HHA keeps a controlling records and documents to control it. These records and documents are maintained at Locations/Departments, where is applicable.

c) The company has been provided with all the necessary supporting services (such as transport or

communication) or information systems for all locations based on requirements being needed by these locations which positively reflecting and affecting product/ service quality provided to customers to achieve conformity to product requirements.

6.4 Work environment

The Company has determined, provided and managed the safety and proper work environment for both of works and persons might be needed to achieve conformity to product/ service requirements by providing suitable buildings, proper lighting, safety, security, tools and equipments along with proper work instructions where it is applicable, and in order to protect the works from noise, temperature, humidity, lighting or weather.

7 Product realization

7.1 Planning of product realization: The Company has planned and developed the processes needed for product realization. Planning of product realization ( see GEN. 13) consistent with the requirements of the other processes of the quality management system were is required (see 4.1). In planning product realization, HHA has determined the following, as appropriate: (a) Quality objectives and requirements for the product, (b) The need to establish processes, documents, and provide resources specific to the product at

related locations. (c) Required verification, validation, monitoring, management inspection and test activities

specific to the product and the criteria for product acceptance. (d) Records needed to provide evidence that the realization processes and resulting product meet

requirements (see 4.2.4 and GEN.03). These records are kept at Locations where it is necessary, and

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a documents specifying the processes of the quality management system including the product realization and the resources will be applied to a specific product or contract can be referred to as a quality plan. The company may also apply the requirements given in 7.3 to the development of product realization processes. The output of this planning is in a form suitable for the Company’s method of operations and meet customer needs (ref GEN.16).

7.2 Customer-related processes:

7.2.1 Determination of requirements related to the product: The company has established Functional Procedures at all concerned locations/departments in which explain how contracts being signed by HHA with its customers are reviewed, which belong to its products of vehicles, spare parts, services and related components. These contracts are recorded at related location/dept records (Refer to concerned Functional Procedures) in order to determine the following :

(a) Requirements specified by the customer, including the requirements for delivery and post-delivery activities, such as actions under warranty provisions, contractual obligations such as maintenance services and supplementary services such as recycling or final disposal.

(b) Requirements not stated by the customer but necessary for specified or intended use, where known, therefore in this case related dept/location will comply with the standard stipulated

Functional Procedures implemented at that dept./location. (Refer to concerned dept./location Functional Procedures). (c) Statutory and regulatory requirements applicable to the product, and these requirements

generally comply with requirements determined by manufacturers and in case of difference to that terms, the contracts being signed by company with customers will explain that.

(d) Any additional requirements considered necessary by the company, it will be and determined by the company and it will be explained and mentioned at contracts. (Refer to GEN.14).

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7.2.2 Review of requirements related to the product: Haji Husein Alireza & Co. Ltd. has established required Functional Procedures where its necessary to concerned location/department in order to review the requirements related to the product. This review conducted prior to the company’s commitment to supply a product to the customer (e.g. submission of tenders, acceptance of contracts or orders, acceptance of changes to contracts or orders, Ref. (GEN.14) and the company ensures that :

(a) Product requirements are defined, (b) Contract or order requirements differing from those previously expressed are resolved, and (c) The company has the ability to meet the defined requirements.

Records of the results of the review and actions arising from the review are maintained (see 4.2.4). Where the customer provides no documented statement of requirement, in this case HHA will provided its product/service to its customer persuant to description and requirements being specified by supplier/manufacturer, this is implemented over vehicle sales, spare parts and related warranty terms being determined by the concerned supplier, but if its related to service requirements. Therefore HHA commitment is to meet its customer’s requirement persuant to service technical standard determined by that location/dept. manager, therefore the customer requirements will be confirmed by the company before acceptance. Where product requirements are changed, the company ensured that relevant documents are amended and that relevant personnel are made aware of the changed requirements, and a quality records are kept and these amendments/changes are recorded in these records (Ref. To GEN.14).

7.2.3 Customer communication:

In order to meet customers needs and requirements, HHA has determined and implemented effective arrangements for communicating with customers as was explained and included in Dept./Location’s functional procedures in relation to :

(a) Product information through Manual/)Procedures against sold vehicles, maintenance service and spare parts, by telephone communication with customers or any other communication proper method, after that service was provided to them. These communication are recorded at that dept./location records with regards to handling customer inquiries and feedback, including complaints and the perceived ability to meet requirements.

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(b) Company’s responses over enquiries, contracts or order handling, including amendments, or through questionnaire filled by customer after the service,

(c) Customer feedback with regards to product or service and review their responses including customer complaints, opinion and suggestions.

7.3 Design and development:

Design and development is not a requirement of HHA. Therefore it will not be involved into Quality management System Requirement BS EN ISO 9001:2008

7.4 Purchasing: Procedures exist which ensure that goods/services purchased or supplied by HHA are evaluated and monitored for continuing suitability. These procedures are maintained in the Location/Branch Finance and accounts dept. Quality management System folder.

7.4.1 Purchasing process:

The company ensure that purchased products conforms to specified purchase requirements. The type and extent of control applied to the supplier and the purchased product is dependent upon the effect of the purchased product on subsequent product realization or the final product.

HHA evaluates and selects suppliers based on their ability to supply product in accordance with the company’s requirements. Criteria for selection, evaluation and re-evaluation has been established. Records of the results of evaluations and any necessary actions arising from the evaluation are maintained (see 4.2.4).

Suppliers which affect product quality are evaluated in accordance with documented Functional Procedures. A list of suppliers is maintained and their performance is reviewed via supplier non-conformance reports. ( Ref. GEN 15).

Records of supplier nonconformance are maintained by the Location/Department manager and are communicated to the HHA Management Representative for review as appropriate.

The Finance/Accounts Department Manager is responsible for maintaining, reviewing and authorising the List of Acceptable Suppliers, as appropriate.

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7.4.2 Purchasing information:

All purchase orders clearly describe the product ordered. Data contained on the purchase order includes description, catalogue number where appropriate, quantity and price. All purchase orders are signed by an authorized signatory. (GEN 11). Therefore, purchasing information describe the product to be purchased are included in purchase orders and including where appropriate the following : (a) Requirements for approval of product, procedures, processes and needed equipment, (b) Requirements for qualification of personnel, and (c) Quality management system requirements. The company ensured the adequacy of specified purchase requirements prior to their communication to the supplier. (Ref GEN 15).

7.4.3 Verification of purchased product:

HHA is responsible for the quality of service/product supplied. (Ref. GEN.15). Where necessary, it undertakes verification visits in order to ensure product quality and meet specified purchase requirements. Inspection and release arrangements are detailed in the Functional procedures as appropriate at related Dept./Location. (Ref. 8-2-3), particularly Functional Procedures of inspection and testing and verification of purchased product/service at the receiving location/dept. of vehicles, spare parts, maintenance service or others. In non-conformance product/service cases, a corrective and preventive action will be taken where is necessary (Ref. Gen.04) (Gen.15), the corrective and preventive action is recorded at that location/dept. records.

Where specified in any contracts, or the company or its customer intends to perform verification, the customer shall be given the opportunity to verify the purchased product or service at source at the suppliers premises.

In all cases, the responsibility for ensuring the quality of purchased products and for ensuring that purchased product meets specified purchase requirements and its rests with the appropriate Location/Department Manager.

7.5 Production and service provision:

Due to natural of the company, HHA did not have production operation of process, its actual activities is to provide its customers with service of vehicle sales, maintenance and spare parts.

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7.5.1 Control of production and service provision:

The company plan and carry out service provision under controlled conditions. Ref. GEN.01) Functional Procedures exist where necessary to ensure receipt, verification, storage and maintenance of Customer property and for recording and reporting damage or loss. Controlled conditions include, as applicable :

(a) The availability of information that describes the characteristics of the service, (through

brochures sent by manufacturer and manual attached with vehicle), (b) The availability of work instructions, as necessary at related location/dept., (c) The use of suitable equipment at the locations/depts. Where its necessary. (d) The availability and use of monitoring and measuring devices, as applicable (Ref. Gen.10). (e) The implementation of monitoring and measurement as required, the Functional Procedures will

be implemented, and (f) The implementation of product/service release, delivery and post-delivery activities. A

Functional Procedures in this regard being maintained at that location/dept. will be implemented and in the event of contracts signed with customers, the contracts terms and conditions will be implemented. (Ref. Gen.Q.S.P17).

7.5.2 Validation of processes for production and service provision:

HHA validates any processes for service provision where the resulting output cannot be verified by subsequent monitoring or measurement and as a consequence. This includes any processes where deficiencies become apparent only after the product is in use or the service has been delivered.

Validation demonstrates the ability of these processes to achieve planned results.

The company establish’s arrangements for these processes and has identified those areas of the service critical to quality and ensures that, wherever possible, the necessary controls are in place. These includes the following, as applicable :

(a) Defined criteria for review and approval of the processes such as suitable Functional

Procedures and/ or work Instructions. (b) Approval of equipment and qualification of personnel. (c) Use of specific methods and procedures. (d) Requirements for records ( see 4.2.4), and (e) Revalidation.

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7.5.3 Identification and traceability:

Where appropriate, the company identified the product by suitable means throughout product realization. HHA identified the product status with respect to monitoring and measurement requirements throughout product realization. Where traceability is a requirement, HHA shall control the unique identification of the product throughout Functional Procedures cover methods of control and product identification and maintain records ( see 4.2.4).

7.5.4 Customer property:

Customer property including all kinds of properties being owned by him and delivered to HHA for maintenance such as vehicle, or parts purchased by customer from outside of HHA to be fitted on his vehicle or/and any other items available at his vehicle and belong to him upon delivery of it to HHA and being under its responsibility and its control. Hence HHA exercises care with customer property while it is under the company’s control or being used by it. The company identify, verify, protect and safeguard customer property provided for use or incorporation into the product. If any customers property was lost, damaged or otherwise found to be unsuitable for use, this shall be reported by company to the customer and records maintained (see 4.2.4 & GEN 17).

7.5.5 Preservation of product:

HHA maintains procedures for effective product management and the delivery, storage and dispatch of goods. Functional Procedures outline how product care is managed, thus ensuring that all customer vehicles/Parts are appropriately protected.

Functional Procedures exist to control the storage of all products in order to prevent deterioration. Limited shelf life products are identified and controlled.

The company preserve the conformity of product during internal processing and delivery to the intended destination inorder to maintain conformity to requirements. As applicable this preservation includes identification, handling, packaging, storage, and protection. Preservation also apply to the constituent parts of a product.

7.5.5.1 Product Identification:

In the quality management system, product unique identification is undertaken by means of determine of product name, code, number, and/or other suitable means.

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Where traceability is a specific requirement, Functional Procedures cover methods of control and product identification.

7.5.5.2 Handling:

The company provides equipment and procedures which enable safe and secure movement of equipment and goods.

7.5.5.3 Packaging:

The company ensures, where appropriate, the goods are protected to avoid harm and damage. This is detailed within Functional Procedures.

7.5.5.4 Storage/Location:

Functional Procedures give details of the storage of goods where applicable. Equipment is appropriately located and changes in location are recorded.

7.5.5.5 Preservation:

Functional Procedures outline how product care is managed, thus ensuring that customer vehicles/parts are appropriately protected. Functional Procedures exist to control the storage of all products in order to prevent deterioration. Limited shelf life products are identified and controlled.

7.5.5.6 Delivery:

Functional Procedures exist to ensure safe re-delivery of vehicles and components. 7.6 Control of monitoring and measuring equipment :

The company determine the monitoring and measurement to be undertaken and the monitoring and measuring equipment needed to provide evidence of conformity of product to determined requirements (see 7.2.1). & (GEN10).

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Therefore HHA establish’s processes to ensure that monitoring and measurement can be carried out and are carried out in a manner that is consistent with the monitoring and measurement requirements when used in the monitoring and measurement of specified requirements, the ability of computer software to satisfy the intended application shall be confirmed. This shall be undertaken prior to initial use and reconfirmed as necessary.

All measuring and test equipment which is used to verify product quality is controlled to a satisfactory state of calibration traceable to national standards. Where no standard exists, the method of calibration is documented. All measuring and test equipment requiring calibration is identified. Equipment is normally calibrated by internal qualified. Where exceptions exist, calibration processes are defined with acceptance criteria and records kept of their result. (See 4.2.4).

All external calibration is carried out to specified requirements. In the event of nonconformance with calibrated equipment, General Procedure (GEN10) describe the relevant course of corrective action.

All inspection, measuring, test equipment, software and facilities are subject to procedure which ensure continued validation and fitness for purpose.

Where necessary to ensure valid results, measuring equipment shall : a) Be calibrated or verified, or both, at specified intervals, or prior to use against measurement

standards traceable to international or national measurement standards, where no such standards exist, the basis used for calibration or verification shall be recorded ( see 4.2.4 ).

b) be adjusted or re-adjusted as necessary. c) have identification in order to determine its calibration status. d) be safeguarded from adjustments that would invalidate the measurement result. e) be protected from damage and deterioration during handling, maintenance and storage.

In addition, HHA shall assess and record the validity of the previous measuring results when the equipment is found not to conform to requirements. The company shall take appropriate action on the equipment and any product affected. Records of the results of calibration and verification shall be maintained ( see 4.2.4). When used in the monitoring and measurement of specified requirements, the ability of computer software to satisfy the intended application shall be confirmed. This shall be undertaken prior to initial use and re-confirmed as necessary.

1

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8.0 Measurement, analysis and improvement: 8.1 General:

The company plans and implement the monitoring, measurement, analysis and improvement processes needed in order to :

(a) Demonstrate conformity of the product, requirements. (b) Ensure conformity of the quality management system, and (c) Continually improve the effectiveness of the quality management system.

This include determination of applicable methods, including statistical techniques, and the extent of their use. Functional Procedure detail the analysis of monitoring measurement devices and its progress and how these activities are controlled in order to ensure its continual suitability ( See GEN 10).

8.2 Monitoring and measurement: 8.2.1 Customer satisfaction:

As one of the measurements of the performance of the quality management system, the company monitors information relating to customer perception as to whether the company has met customer requirements. The methods for obtaining and using this information has been determined throughout Functional Procedures applied by Customer Satisfaction Department. (Ref. Gen.13).

8.2.2. Internal Audit :

Audits of the Quality management System are conducted in accordance with a formal programme by HHA. This ensures that the Quality management System remains effective and meaningful, so enabling HHA quality objectives to be achieved.

The HHA Management Representative controls the Internal Quality System Audit Programme against a set plan (see 4.2.4). I.Q.S. Audit are carried out by trained personnel independent of the Functions being assessed.

All I.Q.S. Audit results are brought to the attention of the Location/Dept. Manager or authorized representative for corrective action. Follow up I.Q.S. Audit activities verify and record the implementation and effectiveness of corrective and preventive action taken. (Refer GEN 06, and see 8-5-2).

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Therefore the company conduct internal audits at planned intervals to determine whether the quality management system

(a) Conforms to the planned arrangements (see 7.1), to the requirements of this international

standard and to the quality management system requirements established by the company, and (b) Is effectively implemented and maintained.

An audit programme was planned, taking into consideration the status and importance of the processes and areas to be audited, as well as the results of previous audits. The audit criteria, scope, frequency and methods were defined. The selection of auditors and conduct of audits ensure objectivity and impartiality of the audit process, and ensure that auditors shall not audit their own work.

A documented procedures were established to define the responsibilities and requirements for planning and conducting audits, establishing records and reposting results.

Records of the audits and their results are maintained ( see 4.2.4).

The management responsible for the area audited ensure that any necessary connections and corrective actions are taken without undue delay to eliminate detected nonconformities and their causes.

Follow up activities shall include the verification of actions taken and the reposting of verification results. ( see 8.5.2).

8.2.3 Monitoring and measurement of processes:

The company apply suitable methods for monitoring and, where applicable, measurement of the quality management system processes. These methods were demonstrated the ability of the processes to achieve planned results. When planned results are not achieved, correction and corrective action shall be taken, as appropriate, to ensure conformity of the product.

The company is determined those scope of services which forming the important of quality and guarantee where is appropriate the availability of required control, this includes the following :

(a) Functional Procedure and/or suitable Work Instructions.

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(b) Proper work environment, providing required equipments to achieve the quality of service. (c) A high quality service persuant to professional standards. (d) To ensure effective monitoring and control over equipment and the service affecting on

equipment. (e) Approval and authorization validation system. (f) Responsibility of which ensure that the required levels of standards are identified and comply

with. (g) Conducting of equipment maintenance either to be made based on manufacturer contract as

per a pre-required regular maintenance or when the equipment being out of order. (h) A qualified and trained employees to carry out the work in compliance with documented

procedures and job description. The supporting documents for above items are kept at Dept./Location level.

8.2.4 Monitoring and measurement of product: 8.2.4.1 The company monitors and measures the characteristics of the product to verify that

product requirements have been met. This is carried out at appropriate stages of the product realization process in accordance with the planned arrangements (see 7.1).

8.2.4.2 Evidence of conformity with the acceptance criteria is maintained. And records indicate

the person(s) authorizing release of product for delivery to the customer (see 4.2.4). 8.2.4.3 The Product release and service delivery to the customer shall not proceed until the planned

arrangements (see 7.1) have been satisfactorily completed, unless otherwise approved by a relevant authority and, where applicable, by the customer.

8.2.4.4 Where applicable, vehicles undergo examination on arrival at HHA locations. The result of

this procedure is recorded.

8.2.4.5 Parts and Service procedures determine the scope and nature of inspection of incoming goods. Records of inspection are maintained at departmental level.

8.2.4.6 Products from outside suppliers are subject to examination and verification. Nonconforming product is identified, segregated and recorded to prevent unauthorized use and the supplier notified.

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8.2.4.7 When deciding how to check incoming goods, consideration is given to the quality of the supplier, any written evidence of quality they provide and documented customer requirements.

Vehicles are subject to comprehensive pre-delivery inspection before handover to the customers. 8.2.4.8 Where products are urgently required and are issued prior to inspection, details are recorded

by the relevant Locations. The Location Manager in liaison with the relevant Divisional Manager determines further action required.

8.2.4.9 Where in-process examinations/inspections are required, procedures are documented which

define the need and frequency of examinations/ inspections. The results are recorded. 8.2.4.10 Where appropriate, (at the final inspection and testing), final commissioning/examination

of equipment, service or product are carried out in accordance with documented procedures or contract requirement to ensure effective customer contract management. Records are maintained as appropriate. Responsibility for carrying out final inspection and recording is specified in Functional Procedures or Job Description.

8.2.4.11 The company maintains records which give evidence of all testing and inspections at the

related Location/Department.

8.3 Control of non-conforming product:

The company ensures that product which does not conform to product requirements is identified and controlled to prevent its unintended use or delivery. A documented procedure has been established to define the controls and related responsibilities and authorities for dealing with nonconforming product.

Any shortfall within HHA’s ability to deliver service to its customers and clients is reviewed and subject to corrective action (Refer GEN 04). Where possible, non-conforming products relating to customer service are identified and segregated to avoid inadvertent use.

Functional procedures detail the identification, documentation, evaluation and disposition, where necessary, of any non-conforming product.

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Where applicable, the company deal with nonconforming product by one or more of the following ways: (a) By taking action to eliminate the detected nonconformity; (b) By authorizing its use, release of acceptance under concession by a relevant authority and,

where applicable, by the customer and this should be recorded in compliance with related Functional Procedures at that location;

(c) By taking action to preclude its original intended use or application. (d) By taking action appropriate to the effects, or potential effects, of the nonconformity when

nonconformity product is detected after delivery or has use started.

The company take action appropriate to the effects, or potential effects, of the nonconformity.

When nonconforming product is corrected it is subject to re-verification to demonstrate conformity to the requirements

Records of the nature of nonconformities and any subsequent actions taken, including concessions obtained, are maintained (see 4.2.4). 8.4 Analysis of data:

The company determine, collect and analyse appropriate data to demonstrate the suitability and effectiveness of the quality management system and to evaluate where continual improvement of the effectiveness of the quality management system can be made. This including data generated as a result of monitoring and measurement and from other relevant sources.

Statistical analysis may be applied to any aspect of the service provided by HHA to its customers to assess the level of performance at the concerned Locations. Results are reviewed by the Quality Steering Team (Ref: GEN 10).

The analysis of data is providing information relating to (a) Customer satisfaction (see 8.2.1), (b) Conformity to product requirements (see 8.2.4), (c) Characteristics and trends of processes and products including opportunities for preventive

action, ( see. 8.2.3 and 8.2.4 ). (d) Suppliers. ( see 7.4)

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8.5 Improvement: 8.5.1 Continual improvement: HHA is continually improve the effectiveness of the quality management system through the

use of the quality policy, quality objectives, audit results, analysis of data, corrective and preventive actions and management review. (Ref. GEN.01).

8.5.2 Corrective action: The company takes action to eliminate the cause of nonconformities in order to prevent

recurrence. The corrective actions are appropriate to the effects of the nonconformities encountered. In order to ensure that prompt corrective action takes place, the company has detailed procedures under the control of the HHA Management Representative to monitor and report non-conformances. (Refer GEN 04) & (GEN 06).

The HHA Management Representative is responsible for review of QIF’s to detect and

eliminate potential causes of nonconformity’s along with that Locations Manager. This may involve the analysis of procedures, quality records and client feedback.

A documented procedure has been established in order to define requirements for (a) Reviewing non-conformities (including customer complaints), (b) Determining the causes of nonconformities, (c) Evaluating the need for action to ensure that nonconformities do not recur, (d) Determining and implementing action needed, (e) Records of the results of action (see 4.2.4), and (f) Reviewing the effectiveness of the corrective action taken. Disposition of non-conforming products rests with the Location/Dept. Manager in

consultation with appropriate specialist personnel. 8.5.3 Preventive action The company has determined required action to eliminate the causes of potential

nonconformities in order to prevent their occurrence. These preventive actions are appropriate to the effects of the potential problems.

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A documented procedure (See GEN 04 & GEN 06) were established in order to define requirements

for (a) Determining potential nonconformities and their causes, (b) Evaluating the need for action to prevent occurrence of nonconformities, (c) Determining and implementing action needed, (d) Records of results of action taken (see 4.2.4), and (e) Reviewing the effectiveness of the preventive action taken.

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