QUALITY MANAGEMENT SYSTEM DOCUMENTATION Comprising of ISO

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Quality Management System

CONTROLLED COPY

QUALITY MANAGEMENT SYSTEM DOCUMENTATION

Comprising of

ISO 9001: 2015 - QUALITY MANAGEMENT SYSTEM STANDARD

This manual is a property of

OILPLUS,

P.O.Box 263556,

Dubai, UAE

COPYRIGHT

No part of this manual may be reproduced in any form by print, photocopy,

microfilm or any other means wholly or in part or disclosed to any person outside

Oilplus without the written permission of the Management.

ISSUE REV DATE DESCRIPTION

PREPARED & REVIEWED BY APPROVED BY

NAME SIGNATURE NAME SIGNATURE

1 4 30-03-2021 ISO MANUAL UPDATED ANAND GUNASEKARAN

ANAND ANNAMALAI

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LIST OF CONTROLLED COPY HOLDERS

This document is a controlled document and the concerned copy holders are responsible for its implementation, maintenance and circulation within their respective functional areas.

MR controls distribution of “controlled copies” of this Manual.

Controlled copies are stamped on front page as “CONTROLLED COPY” with “COPY NUMBER.” following is the

distribution list of copy holders of this document.

SOFT COPY HOLDERS COPY NUMBER SIGNATURE DATE

Technical Manager 01

28-07-2021

Sales and Marketing 02

28-07-2021

Operations 03

28-07-2021

AMENDMENT FOR MANUAL

➢ This Manual is the sole property of OP and cannot be reproduced either in full or part, without the written

consent of the Management Representative. QMS Manual is divided into sections which are identified

with Document No., Issue No., Revision No., Revision Date and Page No.

➢ Whenever any section undergoes a change, the revision number of that section is incremented from 0 to

1.

➢ The amendment record in the manual will be updated with the revision.

➢ The control of this manual is in accordance with the OP Document Control Procedure QP-004.

➢ The QMS Management Representative or designee will issue amendments to this manual.

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➢ The QMS manual controlled copies are issued as per the list of copyholders, by MR marked as

CONTROLLED COPY in RED.

➢ The approving authority reviews all pages and approval pages with signature is available in the form of

PDF and saved in the ISO folder. During revisions, it is again reviewed and signed by the approving

authority.

Records of Amendment

ISSUE REVISION DATE NATURE OF CHANGE AUTHORISED BY

01 01 27.07.2017 Manual revised after first stage audit Suguna Gopal

02 02 08.07.2018 Organization Chart Change Suguna Gopal

03 03 17.07.2019 Organization Chart Change Suguna Gopal

04 04 20.07.2020 ISO Manual updated Guna

05 05 28-07.2021 ISO Manual updated Guna

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LIST OF CONTENTS

1. Introduction ........................................................................................................... 5

2. Scope & Normative References .............................................................................. 6

3. Terms and Definitions ............................................................................................ 6

4. Context of the Organization ................................................................................... 6

5. Leadership ............................................................................................................. 8

6. Planning ............................................................................................................... 10

7. Support ................................................................................................................ 11

8. Operation ............................................................................................................ 14

9. Performance Evaluation ....................................................................................... 19

10. Improvement ....................................................................................................... 20

OP FZE Process Flow chart .......................................................................................................... 23

OP Overall Process Interactions ................................................................................................. 24

APPENDIX-10.1 OP ORGANISATION STRUCTURE .................................................. 24

APPENDIX-10.2 OP QMS POLICY .......................................................................... 25

APPENDIX-10.3 DISTRIBUTION LIST ..................................................................... 26

APPENDIX-10.4 MASTER LIST OF DOCUMENTS - SUMMARY ................................. 27

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Introduction

Oilplus was established in 2016 to serve the Oil & Gas sector. After one-year same establishment has been relocated into DMCC under the new name Oilplus DMCC. The company is set up as the regional office, technical service and supply point for all its sale.

Present in our office are all management functions to cover regional requirements in terms of:

o Finance and administration

o Sales management

o Operations & Product Supply

o Technical service.

Currently manufacturing, warehousing and QA/QC laboratory are at Solentis. Blending unit located in Jebel Ali

FZE.

Oilplus Organization has below main functions:

o Finance and administration

Currently MT handles all administrative, finance and accounting functions.

o Sales / Marketing

Sales management are located in the Dubai office.

o Operations /Product Supply

The team handles all product supply functions. Sourcing, manufacturing and dispatch.

o Technical Services

The team handles all technical service related to product development and application at field

locations.

Purpose

The purpose of this quality manual is to clearly identify and describe the following:

• Oilplus organization.

• Commitment to customers, quality and continual improvement.

• Core and supporting business processes

• The sequence and interaction between processes.

• The methods for planning and controlling process activities and related documentation.

• Responsibilities and authorities.

• Structure of quality system documentation.

• Relevant ISO 9001-2015 requirements.

The manual is also designed to provide an introduction and reference for customer, management and staff.

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1. Scope

• The scope of the QMS includes, Manufacture & Supply of commodities and specialty chemicals to oil

and gas sector.

• Sec 8.3 Design and Development of Products and Services is not included in this Quality Management

System with respect to the ISO 9001-2015 standard.

2. Normative references Oilplus QMS in whole or in part are normatively referenced in this document and are indispensable for

its application.

3. Terms and Definitions

Definitions

Management Team For the purpose of this document, the terms and definitions given in ISO 9000-2015 apply.

Abbreviations

OP OILPLUS QMS Quality Management System

QP Quality Policy

MT Management Team

4. Context of the Organization

4.1 Understanding the organization and its context

• Currently OP has key personnel, each dealing with particular areas of work. Relevant procedures outline

the activities and processes for each area of work. OP maintains an organizational chart, showing the

company organization (Appendix-10.1).

• Personnel related with outsourced activities are controlled through the work scope derived as an

agreement between Oilplus and the service provider. Risks involved related to this are identified and

registered in risk register FR 03-01.

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4.2 Understanding the needs and expectation of interested parties

• OP has identified the interested parties and listed in risk log.

• OP monitor and review information about these interested parties and their relevant requirements.

• Internal audits should be performed to evaluate these processes and implement any changes needed

to ensure that these processes achieve their intended results.

4.3 Determining the scope of the quality management system OP determine the boundaries and applicability of the quality managements system to establish within scope. When determining this scope, OP consider

a) the external and internal issues b) the requirements of relevant interested parties c) the products and services of the organization

OP has applied all the requirements of this international standard within the determined scope of its quality

management system.

The scope of OP Quality management system is available and maintained as documented information.

4.4 Quality management system and its processes

4.4.1 OP has established, implement, maintain and continually improve a quality management system, including

the processes needed and their interactions, in accordance with the requirements of this International

Standard.

OP determine the processes needed for the quality management system and their application throughout the

organization, and OP should:

a) determine the inputs required and the outputs expected from these processes;

b) determine the sequence and interaction of these processes;

c) determine and apply the criteria and methods needed to ensure the effective operation and control of

these processes;

d) determine the resources needed for these processes and ensure their availability;

e) assign the responsibilities and authorities for these processes;

f) evaluate these processes and implement any changes needed to ensure that these processes achieve

their intended results;

g) improve the processes and the quality management system.

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4.4.2 OP should:

a. Maintain documented information to support the operation of its processes.

b. Retain documented information to have the confidence that the process is being carried out as planned.

QP-002 Context of organization procedure details the strategic direction of the company, services providers

and their concern with quality product, risks and opportunities.

5. Leadership

5.1 Leadership and Commitment

5.1.1 General

a) Management Team

• Management Team of OP is responsible for the overall direction and management of the Company. In

relation to quality, they have key responsibilities for strategic development of the QMS, policy and

objectives, promotion of quality and participation in the conduct of management review meetings.

• The Management Team has prepared the OP Quality Policy. The policy identifies the Company’s

commitment to excellence and to achieve continual improvement through setting and achieving quality

objectives. This policy is displayed throughout the company and is further communicated to staff

through regular quality awareness sessions.

• OP can continue to establish company objectives for quality. Quality and process objective

management programs describe the methods and responsibilities for determining the risks and

opportunities related with service providers. Progress and status of the programs are reviewed by the

Management Team on a regular basis, mainly through the Management Review Meetings, to ensure

that the programs remain effective in meeting the objectives and fulfilling the commitments made in

the quality policy.

• Quality Management Review Meetings are held annually to review the continuing suitability of the

policy, overall compliance with the QMS and to ensure that the QMS remains effective in meeting

customer, company and other relevant requirements. Top management shall review the regulatory

requirements, risk and opportunities that can affect the quality of product and services, ability to

enhance the customer satisfaction.

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• Customer feedback, resource requirements, audit results, non-conformance and corrective/preventive

action status, progress towards objectives, monitoring and measurement data and potential

improvements are among the topics for discussion.

• In order to ensure that the responsibilities and authorities within OP are clear and understood, company

procedures outline key and specific responsibilities and authorities related to each process/area of

work.

• All staffs are responsible for complying with the requirements of the quality policy, management

programs, procedures and other QMS documents.

5.1.2 Customer focus

Top management should demonstrate leadership and commitment with respect to customer focus by ensuring

that:

• Customer focus, identifying the risk associated with quality confirmation of Products and Services,

enhancing customer satisfaction are the key responsibilities of all OP personnel including the MT.

• All OP staff’s responsibilities are clearly defined in their related job descriptions that are available in the

working document.

5.2 Policy

5.2.1 Establishing the quality policy

Quality policy has been established by management team.

a) Policy has been set to meet the customer requirements of supply of Quality Products and Services; b) Policy determines the continual improvement in the upgradation and development Products and

Services, methodology and resources, through which high level customer satisfaction shall be attained. Should meet the Key performance indicators which becomes the measure and monitoring source for customer satisfaction. 5.2.2 Communicating the quality policy

a) OP quality policy is available and maintained as documented information; b) Communicated, understood and applied within the organization;

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c) Policy also circulated to interested parties, as appropriate. OP Quality Policy is generated by MT and distributed to all Oilplus employees. Shall be distributed to service providers during tender documents submission. Signed OP quality policy should be available in Oilplus office. 5.3 Organizational roles, responsibilities and authorities OP top management ensure the responsibilities and authorities for relevant roles are assigned, communicated and understood by everyone. OP Top management has assigned the responsibility and authority for:

a) Ensuring that the quality management system conforms to the requirements of this International Standard;

b) ensuring that the processes are delivering intended outputs; c) ensuring the promotion of customer focus throughout the organization;

6. Planning

6.1 Actions to address risks and opportunities

6.1.1 OP QMS considers the issues with respect to

a) Understanding organization and its context; b) Understanding needs and expectations of interested parties; c) gives assurance that the quality management system can achieve its intended results; d) addressed to enhance desirable effects.

6.1.2 Risks and opportunities are identified, should be taken as a measure to implement the actions for

continual improvement.

6.2 Quality objective and planning to achieve them 6.2.1 OP has established quality objectives at all relevant functions, levels and processes needed for the

quality management system. Quality objectives should be consistent with the quality policy and take into account applicable requirements. Quality objectives should be monitored, communicated and updated as appropriate.

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6.3 Planning of changes

OP determines the need for changes to the QMS, the changes should be carried out in a planned manner

a) OP consider the purpose of the changes and their potential consequences; b) OP consider the integrity of the QMS; c) OP consider the availability of resources; d) OP consider the allocation and reallocation of responsibilities and authorities.

7 Support

OP determine and provide the resources needed for implementation, maintenance and continual improvement of the quality management system.

7.1 Resource Management

7.1.1 General

Resource requirements (human, technological, support services, training, equipment, tools, workspace) arising

throughout the year are submitted for discussion to management. Managers identify requirements for their

areas of responsibility outlining staff training needs, equipment, material and facility/maintenance

requirements to fulfill their product and process activities.

7.1.2 People

• Throughout OP staffs are recruited and assigned roles and responsibilities in accordance with their

qualifications, skills and experience. New staff undergoes an orientation program, which includes

review and understanding of QMS. OP maintains relevant information relating to the qualifications and

experience (minimum requirements/competency) of each member of staff, as hard copies of CV’s,

certificates etc.

• Job descriptions are used to define the minimum competency requirements of each position. Training

needs are identified annually by Department Heads.

• Training is evaluated for effectiveness and the results are used to determine future use of training

providers, further training requirements or requirements for modification of courses/materials or

methods.

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7.1.3 Work Environment and Infrastructure

• To provide a working environment, which is conducive to product/process efficiency, OP manage

factors such as noise, light, hygiene, dust, temperature, humidity, human factors, as appropriate to each

area of work.

• OP provides adequate office facilities and sub-contractor competency along with any hardware and

software required in meeting service requirements. Maintenance of these facilities includes regular

pest control services and provision of firefighting systems including fire hoses, extinguishers and alarms.

7.1.5 Measuring, Monitoring and Recording of Improvements

7.1.5.1 General The management team identifies processes and characteristics that can be quantified and monitored. The

method of measuring and monitoring these processes is conducted in accordance with Monitoring, Measuring,

Analysis and Improvement Procedure – QP-009 and the identification; basis of analysis, responsibilities and

records used for collection of results is documented on Monitoring and Measuring Tables. Collected data is used

to demonstrate continual improvement.

7.1.5.2 Measurement Traceability

To check on the level of compliance, implementation and effectiveness of the QMS, OP performs internal audits.

Audits are scheduled throughout each year to cover the full scope of the QMS. Auditors who have been trained

conduct audits independent of their particular areas of work and responsibility. The MR prepares the annual

audit plan and schedule and auditors are then required to arrange, conduct, report and follow-up on their

assigned audits as per the Internal Audit Procedure-QP-006.

7.1.6 Organizational Knowledge

OP determine the knowledge necessary for the operation of its processes and to achieve conformity of products

and services.

7.2 Competence

Management Team shall review competency needs of new hires based on their roles and responsibilities.

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Department Heads are responsible for identifying training requirements for their department (including training

related to legal or customer requirements; or specific international standards to which the organisation

adheres). MT must make arrangements for refresher reminders; depending on the validity of the training in

question. All the new hires of Oilplus will be given Induction Training as per QP-012 Competence, Awareness

and Training.

7.3 Communication

• To ensure communications between the various staff regarding processes, Products and Services and

the effectiveness of the QMS, OP encourages ongoing informal communications along with formal

minutes of meetings and information exchanges, which regularly take place. With regard to particular

problems, product, process, contract and/or customer issues, formal meetings are conducted at the

appropriate level and actions/decisions recorded and communicated.

• Quality Management Review Meetings are used to discuss service, process and QMS matters. Minutes

of these meetings are prepared and distributed to attendees by MR. Where necessary; feedback from

any meeting will be communicated to the relevant staff using the appropriate means by email.

7.4 Training

Department heads are responsible for identifying training needs. Personnel performing specific assigned tasks

are qualified on the basis of education, training and experience against the position’s competence and

qualifications specified in the job descriptions.

7.5 Document Information

7.5.1 General The preparation, review, approval and distribution of documents associated with the QMS are approved by MR/

MT. Document Control made to ensure that the correct versions are available for issue or use and to prevent

the use of obsolete documents or incorrect information. Printed documents are uncontrolled and used for

reference purpose. Prior to distribution, documents are reviewed and approved to ensure that they are fit for

the intended use and any subsequent changes are also subject to a revision, review and approval process.

In addition, OP controls to the receipt and distribution of relevant external documents such as standards,

industry codes, product specifications and safety literature. This includes identifying the latest versions of

documents and clearly marking obsolete documents when retained for reference purposes.

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7.5.2 Creating and updating Records

Information relating to the QMS is recorded in order to demonstrate conformance to specified customer,

process, product, appropriate legal or QMS requirements and to verify effective operation of the QMS.

7.5.3 Control of Records Procedure (QP-005) lists the quality records associated with the process described

and also details storage location, retention time and method of disposal. Quality records are maintained by the

relevant personnel who store information in a manner that prevents loss or damage and ensures information

can be readily retrieved. Quality records are checked as part of the audit program and, where appropriate,

quality record information will be used to make improvements to the QMS.

Archived records are kept in the Oilplus office until disposal after a specified retention time or as stated in the

project contract. Records are disposed of either by shredding or by internally reusing documents for printing

purposes following the screening of information for confidentiality.

7.5.4 Quality Planning

Each time a quality objective or process objective is established, a plan, which outlines the resource

requirements, tasks, responsibilities and timings, are prepared as a Management Programmed/Action Plan. The

Quality Planning Procedure QP-008 describes the planning for setting, achieving and monitoring quality

objectives and targets.

For each of the processes of the QMS, planning is an important role and is reflected in the relevant procedures

and work instructions. Data is retained in the quality records. The results of audits are collated and reported

by the Management Representative for discussion and follow-up during Quality Management Review Meetings

to ensure any areas for concern or particular opportunities for improvement are addressed. The audit process

is itself subject to auditing to ensure it remains effective in meeting the above objectives. The audit process is

fully defined in the internal quality audit procedure.

8 Operation

8.1 Operational planning and control

OP plans and carries out trading in specialized chemicals, oilfield equipment’s and technical support under

controlled conditions for Oil & Gas industry. Technical support includes work instructions, suitable equipment,

measuring and monitoring devices, delivery and post-delivery activities.

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8.2 Requirements for products and services

Product & Services validation is performed by adherence to the OP doc’s system database containing all relevant

specifications, codes, etc.

8.2.1 Customer Communication

OP communicates with customer through email to provide information relating to products and services,

handling enquiries, contracts or orders, customer feedback relating to products and services, including

customer complaints, handling or controlling customer property.

8.2.2 Determining the requirements for products and services

OP products and services shall comply with all applicable statutory and regulatory requirements necessary by

the organization.

8.2.3 Procurement and Logistics

OP has established documented procedure QP-16 Customer PO receipt and processing to describe the

purchasing and shipping process with control and monitoring measures.

8.2.4 Changes to requirements for Products and Services

OP ensure that relevant documented information is amended, and that relevant persons are made aware of the changed requirements, when the requirements for products and services are changed. 8.3 Design and Development of Products and Services is excluded from this QMS system since no D&D

activity is carried out by Oilplus & the products are supplied as per customer requirements.

8.4 Control of externally provided processes, products and services

8.4.1 General

Oilplus ensure that externally provided processes, products and services conform to requirements. Oilplus

determines the control to be applied externally provided processes, products and services when:

a) Intended for incorporation into the organizations own products and services:

b) Products and services are provided directly to the customers by external providers on behalf of

organization;

c) Oilplus apply criteria for the evaluation, selection, monitoring of performance, and re-evaluation of

external providers, based on their ability to provide processes or products and services.

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8.4.2 Type and extent of control

• OP ensure that externally provided processes, products and services do not adversely affect the ability

to consistently deliver conforming products and services to customers:

• OP shall:

a) Ensure that externally provided processes remain within the control.

b) Consider potential impact of the externally provided processes, products and services and the

effectiveness of the controls applied by the external provider.

c) Determine the verification, or other activities, necessary to ensure the externally provided processes,

products and services meet requirements.

8.4.3 Information for external providers

OP ensure the adequacy of requirements prior to their communication to the external provider.

OP shall communicate to external providers its requirements for:

a) the processes, products and services to be provided.

b) The approval of:

1) Products and services;

2) methods, processes and equipment;

3) the release of products and services;

c) competence including any required qualification of persons;

d) control and monitoring. Verification or validation activities that the organization, or its customer,

intends to perform at the external providers’ premises.

8.5 Production and service provision

8.5.1 Control of production and service provision

OP shall implement production and service provision under controlled conditions.

Applicable control conditions include:

a) the availability of documented information that defines:

1) the characteristics of the products to be produced, the services to be provided, or the activities to

be performed;

2) the results to be achieved;

b) the availability and use of suitable monitoring and measuring resources;

c) the implementation of monitoring and measurement activities at appropriate stages to verify that

criteria for control of processes or outputs, and acceptance criteria for products and services, have been

met;

d) the implementation of actions to prevent human error identified by service providers.

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e) the implementation of release, delivery and post-delivery activities.

f) the appointment of competent persons; including any required qualification;

8.5.2 Identification and traceability

• OP use suitable means to identify outputs when it is necessary to ensure the conformity of products

and services.

• OP identify the status of outputs with respect to monitoring and measurement requirements

throughout production and service provision.

• OP shall control the unique identification of the outputs when traceability is a requirement, and shall

retain the documented information necessary to enable traceability.

8.5.3 Property belonging to customers or external providers

• OP ensure and exercise care with property belonging to customers or external providers while it is under

the organization’s control.

• OP shall identify, verify, protect and safeguard customers’ or external providers’ property provided for

use or incorporation into the products and services.

• When the property of a customer or external provider is lost, damaged or otherwise found to be

unsuitable for use, the organization shall report this to the customer or external provider and retain

documented information on what has occurred.

8.5.4 Preservation

• OP shall preserve the outputs during production and service provision, to the extent necessary to

ensure conformity to requirements.

• Preservation can include identification, handling, contamination control, packaging, storage,

transmission or transportation, and protection.

8.5.5 Post-delivery activities

OP shall meet requirements for post-delivery activities associated with the products and services.

In determining the extent of post-delivery activities that are required, the organization shall consider:

a) statutory and regulatory requirements;

b) the potential undesired consequences associated with its products and services;

c) the nature, use and intended lifetime of its products and services;

d) customer requirements;

e) customer feedback.

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8.5.6 Control of changes

OP shall review and control changes for production or service provision, to the extent necessary to ensure

continuing conformity with requirements.

OP shall retain documented information describing the results of the review of changes, the person(s)

authorizing the change, and any necessary actions arising from the review.

8.6 Release of Products and Services

OP implement planned arrangements, at appropriate stages, to verify that the product and service

requirements have been met.

The release of products and services to the customer not proceed until the planned arrangements have been

satisfactorily completed, unless otherwise approved by a relevant authority and, as applicable, by the customer.

Oilplus shall retain documented information on the release of products and services. The documented

information shall include:

a) evidence of conformity with the acceptance criteria;

b) traceability to the person(s) authorizing the release.

Customer PO receipt and Processing Procedure details the implementation and execution of orders,

correspondence with service providers. PO tracker sheet is used a control tool for monitoring the processing

activities.

8.7 Control of Non-conforming products

8.7.1 OP shall take necessary action based on the nature of the non-conformity of the products and services.

Control of non-conforming products QP-007 details the correction, action taken for not replicating the same

etc. Quality control and Product Development Procedure QP-014 describes how the non-conforming products

are handled.

OP shall deal with nonconforming outputs in one or more of the following ways:

a) Correction;

b) Segregation, containment, return or suspension of provision of products and services;

c) Informing the customer;

d) Obtaining authorization for acceptance under concession.

Conformity to the requirements shall be verified when nonconforming outputs were corrected.

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Non-Conformance Report shall be retained which in detail describes the nature of nonconformity, action taken,

what has been decided by the MT on the nonconformance. It will be discussed in the Management review

meeting and plans will be executed to avoid the reoccurrence.

9 Performance Evaluation

9.1 Monitoring, measurement, analysis and evaluation

9.1.1 General OP shall determine:

a) what needs to be monitored and measured;

b) the methods for monitoring, measurement, analysis and evaluation needed to ensure valid results;

c) when the monitoring and measuring shall be performed;

d) results from monitoring and measurement shall be analyzed and evaluated.

OP shall evaluate the performance and the effectiveness of the quality management system.

OP shall retain appropriate documented information as evidence of the results.

9.1.2 Customer Satisfaction

OP shall monitor customers perceptions on the conformity of products and services delivered by Oilplus, how

effectively the planning was implemented, action taken to address risk and opportunities, need for

improvement of the quality management system.

9.1.3 Analysis and evaluation

OP shall continuously evaluate the performance and effectiveness of the quality management system. Method

for monitoring and measuring analysis is described in QP-009 Monitoring Measuring Analysis & Improvement

Procedure.

Analysis and evaluation method has been detailed in Customer Satisfaction Procedure – QP-010.

The results of analysis shall be used to evaluate:

a) Conformity of products and services.

b) The degree of customer satisfaction.

c) the effectiveness of actions taken to address risks and opportunities;

d) the performance of external providers.

9.2 Internal Audit

9.2.1 OP shall conduct internal audits annually in order to conform the requirements of quality management

system and the requirements of international standards are effectively implemented and maintained.

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Ref QP-006 Internal audit.

9.2.2 OP shall plan establish, implement and maintain an audit programme(s) including the frequency,

methods, responsibilities, planning requirements and reporting, which shall take into consideration the

importance of the processes concerned, changes affecting the organization, and the results of previous audits;

9.3 Management Reviews

9.3.1 The Management team to review the effectiveness of the QMS and to consider service and process

improvement initiatives and to identify and plan any required changes attends scheduled Quality Management

Review Meetings. Management Review Procedure, QP-11 defines the Quality Management Review Process.

Management review meetings are held annually and recorded in the Management Review Meeting Form FR

11.01.

9.3.2 Management review inputs

The Management review shall be planned and carried out taking into consideration:

a) the status of actions from previous management reviews;

b) changes in external and internal issues that are relevant to the quality management system;

c) the adequacy of resources;

d) the effectiveness of actions taken to address risks and opportunities

e) opportunities for improvement.

9.3.3 Management review outputs

The outputs of the management review shall include decisions and actions related to opportunities for

improvement and any need for changes to the quality management system.

10 Improvement

10.1 General

OP shall determine and select opportunities for improvement and implement any necessary actions to meet customer requirements and enhance customer satisfaction.

10.2 Nonconformity and corrective action

10.2.1 when a nonconformity occurs, including any arising from complaints, the organization shall react to the

nonconformity and take action to control it.

a) OP shall implement any actions needed.

b) OP review the effectiveness of any action taken.

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10.2.2 Corrective/Preventive Action / Risk Analysis

OP will take corrective or preventive action in response to risk analysis identified through internal/external

audits, customer complaints, day-to-day operations and management reviews

The objective is to identify the root cause of the potential or actual problem and take action to prevent it from

occurring or recurring. Risk analysis, any subsequent actions, problems and use this to identify areas of concern

and opportunities for improvement are detailed in Risk Management Procedure, QP-001.

All staff are encouraged to highlight risk analysis to the MR. NCR/CA/PA Procedure describes the

corrective/preventive action process in more detail and makes reference to other relevant documents, which

deal with specific types of non-conformances.

10.3 Customer Focus and Continual Improvement

Customer satisfaction is clearly linked to quality and the OP aim is to exceed customer expectations. Through

effective management and improvement of the quality management system OP focus on customer

requirements.

All staff within OP are aware of the importance of customer satisfaction, and work in line with the QMS when

dealing with customers at any level, including use of customer feedback information and customer complaints

in order to improve the quality of the business.

OP shall continually improve the suitability, adequacy and effectiveness of the quality management system.

Management review Meetings

Key Processes

The following section outlines the sequence of key processes and support processes, which are carried out

to provide OP specialized sourcing and purchasing services. Each process includes the appropriate

planning, identification/traceability, operation control, and monitoring and verification/validation

activities. In keeping with the OP commitment to continual improvement, a method for monitoring and/or

measuring the relevant parameters of each product and key processes has been identified and

implemented. This includes determining suitable intervals and methods for collecting, analyzing and

reporting. The results are used to determine compliance and identify opportunities for improvements to

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Products and Services, processes and the QMS itself. The following diagram shows the interaction and

relation of OP core and support processes.

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OILPLUS DMCC Process Flow chart

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OILPLUS DMCC Overall Process Interactions

APPENDIX-10.1 OP ORGANISATION STRUCTURE

CUSTOMER

MT

Logistics Cordinator

Operations

Accountant

Technical

Tech Service Er

Chemist

BDM

BDM -India

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APPENDIX-10.2 OP QMS POLICY

QUALITY POLICY

We at Oilplus are committed to,

➢ Meet Customer demand (Products, Services, Solution and Satisfaction). ➢ Continual Improvement of the Quality Management system. ➢ Monitor and measure success through Key performance indicators. ➢ Commitment to Legal requirement. ➢ Stimulate demand through technology.

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APPENDIX-10.3 DISTRIBUTION LIST

S.No. Copy Holder COPY NO. Signature Date

1 Business Development 01 Sent through mail 30.07.2017

2 Technical and QA/QC Department (MR) 02 Retained 30.07.2017

3 Operations 03 Sent through mail 30.07.2017

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APPENDIX-10.4 MASTER LIST OF DOCUMENTS - SUMMARY

S.NO DOCUMENT NAME DOCUMENT REF. NO.

I QMS MANUAL QM

II QMS PROCEDURES

1 Risk Management Procedure QP-001

2 Context of Organization Procedure QP-002

3 Corrective and Preventive Action QP-003 4 Control of Documents QP-004

5 Control of Records QP-005

6 Internal Audits QP-006

7 Control of Non-Conforming Products and Services QP-007

8 Quality Planning QP-008

9 Measuring, Monitoring, Analysis and Improvement QP-009

10 Customer Satisfaction QP-010

11 Management Review QP-011

12 Competence, Awareness and Training QP-012

13 Quotations, Tenders and Inquiries QP-013

14 Quality Control Testing and Product Development QP-014

15 Evaluation and Selection of Service Providers QP-015

16 Customer PO receipt and Processing QP-016

17 Receiving Logging Storage of Incoming and Outgoing Products and Services

QP-017

III QUALITY FORMS

1 Risk Log FR 03.01

2 Master List of Documents FR 04.01

3 Audit Plan FR 06.01

4 Internal Audit Schedule FR 06.02

5 Internal Audit Report FR 06.03

6 Non-Conformance Report FR 07.01

7 Master List of Quality Objectives FR 09.01

8 Management Review Meeting Form FR 11.01

9 Employee Training Register FR 12.01

10 Customer Appraisal Form FR 13.01

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11 Tender Enquiry Register FR 13.02

12 Quality Control Certificate FR 14.01

13 Blend Sheet FR 14.02

14 Supplier Information Form FR 15.01

15 Supplier Monitoring Form FR 15.02

16 Supplier Performance Evaluation Form FR 15.03

17 Approved Supplier List FR 15.04

18 Purchase Order FR 16.01

19 Purchase Order Internal Check List Form FR 16.02

20 Outgoing Product Check List Form FR 16.03

21 Delivery Note and Packing List FR 16.04

22 Commercial Invoice FR 16.05

23 Incoming and Outgoing Log FR 18.01