TOTAL LUBRICANTS BLENDING UAE COMPANY … Soft Quality Manual.docx · Web view“The provision of IT consultancy, development and support services” Quality management system and

This document is issued and controlled by the Management Representative (MR), and will be reviewed at least once per year. Approval for changes may only be given by the MD.

UNCONTROLLED WHEN PRINTED OR COPIED

The document is supplied by Saki Soft Ltd. on the express understanding that it is to be treated as confidential and that it may not be copied, used or disclosed to others in whole or in part for any purpose except as authorised in writing by Saki Soft Ltd.

Prepared By: _______________________________________ Date: ________________

Darshini Dayal, Management Representative

Approved By: _________________________________ Date: ________________

Sathya Meeriah, Managing Director

Authorised For Issue By: _______________________________________ Date: ________________

Darshini Dayal, Management Representative

Saki Soft Ltd 2017

Saki Soft Quality Manual, Issue 5, 1st July 2017, Page 1 of 24

QUALITY MANUALIssue 5, 1st July 2017

REVISIONS RECORD SHEET

This sheet is a record of revisions to this document, which result from a Re-issue.

Issue Number

Date Reason for Change

1 01/07/2014 Initial Issue

2 01/10/2014 Amendments and improvements following ISOQAR Stage 1 Audit Report 12713, dated 9th September 2014. See amended paragraph 1.2.1, new paragraph 1.2.2 and amended paragraphs 4.1, 4.2.2, 5.3 and 5.5.1.

3 12/01/2015 Revised the Design Review process following ISOQAR Stage 2 Audit Report dated 23/10/2014. The Agile methodology has been revised.

4 05/05/2016 Updated Issue of the Quality Manual as the business has moved to New Address

5 01/07/2017 Re-aligned with ISO 9001:2017. See paragraphs 4.1, 4.2, 4.4, 5.2. 5.3, 6.1, Quality Policy on page 22 and List of Documented Procedures on page 23.


CONTENTS

Paragraph Description Page

4

1.1 Saki Soft Limited Profile

1.2 Purpose and Scope

1.3 References

1.4 Responsibility

1.5 Applicability

2 REVISIONS 4

3 DEFINITIONS and ABBREVIATIONS 5

4 CONTEXT OF THE ORGANISATION 5

5 LEADERSHIP 8

6 PLANNING 9

7 SUPPORT 10

8 OPERATION 1 2

9 PERFORMANCE EVALUATION 1 8

10 IMPROVEMENT 20

PROCESS MAP 21

QUALITY POLICY 2 2

ORGANISATION CHART 23

LIST OF DOCUMENTED PROCEDURES 23


1 INTRODUCTION

1.1 Saki Soft Limited Profile

Saki Soft Limited, based in Stratford, London, is an information technology company that provides business intelligence and strategic planning of resources to customers in both the public and private sectors, in entertainment, medical, logistics, retail, sales and finance.

When companies want to investigate the application of a new or developing technology for a particular use, they can engage Saki Soft to provide IT consulting services in order to study feasibility of the concept, define the scope of the project, plan the detailed steps involved in phasing in new technology to replace an existing system, or develop a detailed plan, including schedules and budget, for a development project.

Saki Soft operates from one office at the following address;

Unit 412, Burford Road Business Centre,11 Burford RoadStratfordE15 2ST

1.2 Purpose and Scope

The purpose of the Quality Management System (QMS) is to ensure that the products and services offered to Saki Soft customers comply with their contractual requirements, particularly when operating on-site.

The scope of Saki Soft’s activities is briefly defined in paragraph 1.1.

The more detailed scope of the QMS, and a specific scope statement relevant to the ISO 9001:2015 certificate are shown in paragraph 4.3.

1.3 References

ISO 9001:2015 Quality management systems – Requirements

1.4 Responsibility

It is the responsibility of the Management Representative to ensure that this manual is made available to all members of Saki Soft staff.

1.5 Applicability

Compliance with the provisions and objectives of this Manual is mandatory on all members of Saki Soft staff, and covers all products and services provided.

2 REVISIONS

Amendments or changes to this manual shall be published in line with the document change policy.

Proposed amendments will be submitted to the Management Representative for consideration under the Saki Soft Document Control Procedure.


3 DEFINITIONS AND ABBREVIATIONS

The following abbreviations are used within Saki Soft;

Abbreviation Definition

ISO International Standards Organisation

MD Managing Director

MR Management Representative

QMS Quality Management System

4 QUALITY MANAGEMENT SYSTEM

Saki Soft has elected to define its activities in documented procedures covering relevant aspects of the operations, including the necessary controls for all documentation and records.

For ease of verification, paragraph numbers have been aligned with the sub-clause numbers of ISO 9001:2015.

4.1 Understanding the organisation and its context

Saki Soft has determined external and internal issues relevant to the operation and the QMS, through the use of:-

External

Market research results through visiting exhibitions, particularly regarding competitors and meeting potential customers.

Reading Technical/IT journals.

These allow the organisation to identify processes needed to address the results of the research, and to introduce improvements, where required.

Internal

Reviews of strengths, weaknesses, opportunities and threats, including any political, economic, social, technological, legal or relevant environmental issues.

Business plans

Minutes of company Management Review Meetings (see paragraph 9.3)

The reviews are recorded in a Business Risk Analysis matrix, covered in more detail in paragraph 4.2.

Business plans are based on the external issues outlined above, and the resulting QMS is reviewed once per year as part of Management Review.


4.2 Understanding the needs and expectations of interested parties

As a small enterprise, Saki Soft has clearly defined interested parties that affect the QMS. These are listed shown in the table below, together with the links to the Saki Soft QMS.

Interested Party

Link

Owners Company is owned by the MD, who is in line with the ‘Top Management’ requirements of the standard.

Management Processes to ensure that management demonstrates leadership and commitment

Employees Processes to ensure that employees are competent, trained, and aware of the Quality Policy and QMS, particularly the upgrade to ISO 9001:2015.

Customers Processes to ensure that customers get exactly what they require, plus a process to measure their satisfaction (see paragraph 9.1.2).

Suppliers Processes to ensure that suppliers are selected based on their ability to satisfy requirements and are given complete and correct information (see paragraph 8.4).

National or local government agencies

Processes to ensure that Saki Soft complies with relevant regulations and codes of practice, if any. At this time, there are no requirements relating to Saki Soft products and services.

Society Although not requirements of ISO 9001, Saki Soft is environmentally responsible (e.g. recycling packaging materials where possible). Saki Soft also has a health & safety policy regarding its employees.

Unions Unions are not mandatory but are accepted, in principle.

The interested parties listed above are included in the reviews indicated in paragraph 4.1, which are recorded in the Business Risk Analysis that is, itself, reviewed once per year to ensure its continuing suitability and effectiveness.

Ref. Saki Soft Business Risk Analysis

4.3 Determining the scope of the quality management system

Based on the activities outlined in paragraph 1.1 and the needs and expectations of interested parties outlined above, Saki Soft has established, documented, implemented, and will maintain a QMS that is designed to continually improve the effectiveness and efficiency of the organisation's performance.

This QMS comprises a Quality Manual and associated documentation describing the processes carried out by Saki Soft, as follows;

Infrastructure management (networks, data centres, servers, PCs)

Help desk operations and end-user support

IT assets management/inventory control

Data collection/entry/quality assurance and database administration -

Document management

Software engineering/development/maintenance

Web/Internet development and enabling of legacy systems


Design, Develop and implement Business Intelligence SystemsCertification Scope

The following clauses of the standard are not applicable within the scope of the QMS, as allowed in clause 4.3.

7.1.5 Monitoring and measuring resources

8.5.1(f) associated with process validation where the results of the process cannot be verified later.

The scope of the ISO 9001:2015 certificate, therefore, is:

“The provision of IT consultancy, development and support services”

4.4 Quality management system and its processes

Processes are clearly identified, where appropriate, in this manual, and the sequence and interactions are clearly shown in the Process Map on page 21, which also identifies the inputs and outputs of the main processes. In addition, there are six separate documents as follows;

Customer Feedback and Improvement (Control of nonconforming product, continual improvement, and corrective action)

Document Control

Internal Auditing

Process Risk Assessment procedure

Quality Objectives and Register

Training


5 LEADERSHIP

5.1 Leadership and commitment

5.1.1 General

As part of his commitment, the MD is responsible for communicating the importance of complying with the QMS through involvement in induction and ongoing training and awareness, and is fully accountable for its effectiveness. To achieve this, the MD has established and communicated a Quality Policy (see paragraph 5.2 and page 22) and ensured that Quality Objectives, where applicable, have been established and performance measured (see paragraph 6.2). To ensure proper performance of the Saki Soft QMS and its impact on the company’s business processes, the MD carries out formal reviews once per year (see paragraph 9.3) and ensures that adequate resources are made available (see paragraph 7.1).

5.1.2 Customer focus

The MD has the responsibility for establishing, implementing, and maintaining the company's customer focus, and shall ensure that customer needs and expectations are determined and converted into requirements and that these requirements are fully understood and met (see paragraph 8.2). In addition, the MD will ensure that risks and opportunities are determined and addressed and that customer satisfaction is maintained and improved (see paragraph 9.1.2) by ensuring that the QMS is fully integrated into the organisation’s business processes.

5.2 Policy

The Saki Soft Quality Policy established by the MD is shown on page 22 of this manual and is displayed in the office, and in the Saki Soft web-site. This policy will be reviewed at least once per year at Management Review to ensure its continuing suitability.

5.3 Organisational roles, responsibilities and authorities

The MD has ensured that responsibilities and authorities have been defined and communicated in Job Descriptions covering the tasks of the staff. An Organisational Chart has been published and is shown on page 23. Although not a requirement of ISO 9001:2015, the MD has appointed the Admin/HR Executive as the Management Representative (MR) responsible for the implementation and maintenance of the QMS and compliance with ISO 9001:2015, and any relevant external communications regarding the QMS. The MR is also responsible for reporting on the performance of the QMS and, in particular, the results of the audits (see 9.2), during Management Review.


6 PLANNING

6.1 Actions to address risks and opportunities

The MD is responsible for ensuring that all Saki Soft activities are properly planned, to ensure that the QMS can achieve its intended results and achieve improvement, including actions to address risks and opportunities, and the evaluation of their effectiveness.

In addition, following the higher-level Business Risk Analysis outlined in paragraph 4.1, more detailed risk assessments are carried out on all new processes and procedures, in line with a documented process risk assessment procedure. Ref. Saki Soft Process Risk Assessment Procedure

6.2 Quality objectives and planning to achieve them

Examples of general quality objectives include;

On-time delivery

Response times to customer enquiries, complaints etc.

Increases in customer satisfaction

Reductions in customer complaints

Specific current quality objectives are recorded in a separate document ‘Saki Soft ‘Quality Objectives and Register’ maintained by the MR. Performance against these objectives is measured and reviewed as well as the objectives themselves, and results formally reported at Management Review (see paragraph 9.3). When objectives are not achieved, the action taken is recorded in the register.

Ref. Saki Soft Quality Objectives and Register

6.3 Planning of changes

When needs for change have been identified (e.g. following audits, nonconformities, Management Review etc.) these are carried out in a controlled manner, including any associated changes to documents (see paragraph 7.5.3).


7 SUPPORT

7.1 Resources

People, Infrastructure and Work Environment

The MD has determined the staffing levels for the organisation and is also responsible for ensuring that capable equipment is made available for the operations, including computers, process equipment, etc., and support activities such as the Saki Soft computer system. Routine maintenance of the buildings is under the control of the landlord.

In addition, the MD is responsible for providing and maintaining a suitable working environment achieve conformity of products and services, as required.

Monitoring and measurement resources and measurement traceability

At this time Saki Soft does not use any monitoring or measuring equipment in its operations. Clause 7.1.5 ‘Monitoring and measuring resources’, therefore, does not apply within the scope of the QMS as allowed in clause 4.3 of the standard.

Organisational knowledge

Saki Soft ensures that the knowledge required to effectively operate the schools is gained from appropriate sources, including:-

Internal analyses of nonconformities and corrective actions, improvements, and generally shared information at regular staff meetings.

Technical/IT journals, academic institutions, conferences etc.

Where required, such knowledge is transferred to staff through appropriate training.

7.2 Competence

Competence requirements for all staff whose jobs affect conformance to product requirements have been identified and are shown in relevant Job Descriptions.

In addition, Saki Soft considers training to be essential to the continued success of its business. It is the policy of the company to give all staff ongoing 'Awareness' training and this will be an integral part of 'Induction Training' for future employees (see paragraph 7.3). Following Induction Training, appropriate further training is carried out and all members of Saki Soft staff are aware of the procedures with which they have to comply, and against which they will be audited. Training needs are identified within the organisation by the MD, Admin/HR Executive and Project/Senior Project Managers as required, supported by informal ongoing staff appraisals. Training is normally administered by the under the control of Admin/HR Executive.

Training needs are met, wherever possible, by in-house training. Where this is not possible, the relevant manager will recommend an external course to fulfil the need, for approval by the MD.

All training will be recorded in individuals’ personnel files, which will identify training needs, the training carried out and evidence of the effectiveness of the training.


Ref. Saki Soft Training Procedure7.3 Awareness

All members of staff are made aware of the Quality Policy, the company’s Quality Objectives, the benefits of improved performance and the results of failing to comply with the QMS, through induction training and, where required, ongoing training.

7.4 Communication

Internal communications are by regular verbal means and, where required, by notices, memos and recorded reviews/meetings, together with external e-mails. 7.5 Documented information

7.5.1 General

General

As indicated in paragraph 4.3, Saki Soft has elected to have a documented Quality Manual with relevant documented procedures, some of which are included in the manual, supported by appropriate templates, where required, taking into account the size of the organisation, the complexity of the processes (see Process Map on page 21) and the competence of staff.

Maintenance of documented information

The Quality Manual and all documented QMS procedures, together with associated documents, are maintained in accordance with the Saki Soft ‘Document Control Procedure’, which indicates the process of control, approval, review and necessary amendments of documents within the QMS.

Ref. Saki Soft Document Control Procedure

Retention of documented information

Saki Soft maintains records appropriate to the company to demonstrate conformance to the requirements and the effective operation of the QMS.

Hard-copy records will be maintained, where required, in filing cabinets accessible to relevant staff for a minimum of three years unless specifically agreed otherwise. When such records are no longer required, they will be disposed of under the authority of the MD.

Where relevant, specific records will be show in paragraphs of this manual, or in procedures.

Because of the dependence on computerised applications and communications, there is a formal process covering back-up, crash recovery, virus controls and passwords, under the control of the Admin/HR Executive. Back up of the Saki Soft QMS system is made on a weekly basis as a full back up of the server taken at the end of every week. This is done through the use of a removable hard drive that is taken off-site every Friday. Evidence that the back-up has been taken is the modified dates shown in the files that have been backed up. In addition, an anti-virus program is installed in the server, which is maintained by an approved IT service provider.


8 OPERATION

8.1 Operational planning and control

The MD is responsible for ensuring that all Saki Soft business practices are properly planned, including the monitoring and measuring processes, from enquiry handling through to satisfactory completion of projects. In the event that any processes are outsourced, Saki Soft ensures full control over these processes through the use of contracts between Saki Soft and the outsourced operations (see paragraph 8.4).

8.2 Requirements for products and services

8.2.1 Customer communication Customer communications are normally verbal, with the overall aim of meeting customer requirements, with particular reference to product information, enquiries, orders, and amendments. Details of customer feedback and complaints are included in a documented procedure.

Ref. Saki Soft Customer Feedback and Improvement Procedure

8.2.2 Determining the requirements for products and services

Saki Soft ensures that customers’ requirements are clearly understood, together with requirements not specified by them but necessary for Saki Softs operations, and any statutory, regulatory and legal requirements. 8.2.3 Review of the requirements for products and services

In all cases, the customers’ requirements, including any requested changes, are reviewed before a commitment is made, to ensure that their requirements are clearly defined, that any verbal requirements are agreed by repeating the request back to the parent and that Saki Soft has the ability to meet the requirements before accepting the requirement.

This process is under the control of the Admin/HR Executive. Enquiries are generally received by telephone and, for a new customer, details are recorded.

Usually, the opportunities are published on Portals, in line with the flow diagram on the next page.

8.2.4 Changes to requirements for products and services

All required changes to products and services are properly reviewed, approved by the MD and recorded, including any actions resulting from the review. Such changes are communicated to relevant persons.


Sales Process

Note

PowerPoint presentations “Company Profile” and “Recruitment Portfolio”

8.3 Design and development of products and services

In general, the development of new software and/or applications for clients is considered to be ‘Design & Development’.

Saki Soft properly plans the design project in line with the proprietary ‘Agile’ protocols (see next page). All relevant stages are retained as documented information in the form of records.

Inputs relating to the clients’ requirements are provided by the client, including functional and performance requirements, applicable statutory and regulatory requirements and, where applicable, information derived from previous similar designs.

The output of design and development is in the form of an initial draft application, and is usually established at the clients’ premises.

At suitable stages, the application is subject to ongoing review and approval by the client to evaluate the ability of the application to meet client requirements, and to identify any problems and propose necessary actions.

Appropriate tests shall be performed to ensure that the application meets the requirements.

The final application is subject to final validation test and sign-off by the client.

In the event that changes are required at any stage in the overall process, these shall be reviewed, verified and validated, as appropriate, and approved before implementation.


Recognising Public & Private

SectorOpportunities

Introduction to the Client

Gaining favourable attention

Discovering Wants and

Needs

Presenting solutions

See Note below

Gaining Commitment

Requirements

Design

Implementation

Verification

Maintenance

The ‘Agile’ approach

Key Characteristics• Agile, iterative delivering features incrementally• Initial benefits in 2-3 weeks• Facilitate requirements evolution & maturity• Focus on delivering benefits• Part time business involvement• KT starts during project implementation


8.4 Control of externally provided processes, products, and services

Saki Soft recognises the need to control its purchasing processes to ensure that the purchased product conforms to Saki Soft’s requirements. The main application is to the purchase of relevant software or the ‘purchase’ of contract IT specialists for clients either as individuals or from a service supplier. As a policy, Saki Soft requires all contractors to be registered companies and, in all cases, must be ‘approved suppliers’.

This process is under the control of the Admin/HR Executive (see page 15).

Evaluation of suppliers

Suppliers are initially evaluated based on their ability to supply Saki Soft contract requirements, against any one of the following criteria;

A. Service providers that are certified to ISO 9001 in the scope required by Saki Soft. Such suppliers will be required to send copies of their certificates for filing.

B. Service providers that have been audited or otherwise verified by authorised Saki Soft personnel (e.g. MR). An audit report, visit report or other appropriate report will be filed as evidence of the evaluation.

C. Service providers with a demonstrable record of satisfactory supply over a one-year period. This will be based on a minimum of 80% satisfactory deliveries, which are both correct to requirements and on time.

D. Individual service providers (contractors) with acceptable qualifications relevant to Saki Soft requirements or the requirements of the client.

T. Suppliers that do not meet any of the above criteria, but are temporarily necessary for Saki Soft’s needs. Products or services received from such suppliers will be subjected to specific receiving inspection as defined by the MR until the supplier is able to satisfy criteria A or B or C. Results must be fully recorded.

Suppliers that meet at least one of the above criteria will be recorded in an Approved Suppliers’ List (ASL) and only such suppliers will be used.

All existing suppliers will be re-evaluated every year, using criterion C. In the event that a previously satisfactory supplier has not supplied for more than one year, this supplier will be removed from the ASL until it either satisfies criteria A or B. Where such suppliers are needed for immediate supply, then the requirements of criterion T will apply.

Purchasing Information


As indicated above, purchasing is carried out under the control of the Admin/HR Executive, normally by e-mail or, where appropriate, verbally followed up by confirmation e-mails containing information clearly describing the product and/or service ordered, including where appropriate:

Requirements for approval or qualification of product and/or service, procedures, processes, equipment and personnel.

Any system requirements (e.g. QMS, EMS etc.)

Purchase orders are authorised by the Admin/HR Executive.

Verification of purchased product

Where software or hardware is required for a specific requirement, this will normally be purchased by the respective Project Manager or a member of the team, who will verify the quality and specification of the product including, where relevant, the version number(s), at the supplier’s premises. Where purchased items are delivered to our premises, a thorough quality check is carried out by the recipient and, subsequently, by the appropriate personnel.

8.5 Production and service provision

8.5.1 Control of production and service provision

There are no separately documented procedures covering services provided. However, all production operations are carried out by fully qualified and trained personnel. 8.5.1 (f) Validation of Processes

At this time, all Saki Soft operations are checked by the relevant IT specialist and normally subject to client approval. Clause 8.5.1 (f), therefore, does not apply within the scope of the QMS as allowed in clause 4.3.

8.5.2 Identification and traceability

All purchased software is clearly identified by name and/or part number, together with version identification. Where applicable, traceability is achieved through license and/or serial numbers.

Identification and traceability of individuals is through job description and name/address etc. 8.5.3 Property belonging to customers or external providers

The main application of this requirement is to the customers’ premises in which operations are carried out and to any equipment on which operations are carried out. Great care is taken to ensure that no damage occurs due to Saki Soft activities, and any accidental damage will be reported to the customer to agree action.

In addition to the above, customers’ intellectual property (e.g. drawings, specifications etc.) and any personal data received as part of the projects, is treated under strict confidentiality, and not divulged to any third party unless authorised in writing by the customer concerned.

8.5.4 Preservation


Apart from some minor storage of small items or software, Saki Soft does not have formal stores. Service provision is not finished until all the specified activities have been satisfactorily completed and the related documentation is available and authorised.

8.5.5 Post-delivery activities

The main examples of post-delivery activities are the Help-desk operations and end-user support, which is available either by telephone or on line.

8.5.6 Control of changes

In line with paragraph 8.2.4, all changes to products and services are properly reviewed, approved by the MD and recorded, including any actions resulting from the review.

8.6 Release of products and services

The first application of this requirement is to the receipt and inspection of product or services from our suppliers, which could be into the Saki Soft office or directly at sites (see paragraph 7.4.3). The ‘inspection’ is carried out by the designated official within Saki Soft, and acceptance or rejection for wrong delivery or damage is recorded on the relevant documentation. This will normally be on the delivery note, a copy of which is retained and filed. Saki Soft shall retain records of all defective goods received, if any. This information, when analysed, will be used to re-rate the supplier if necessary.

The second application is to the verification of contractor qualifications/experience prior to placing with the clients. This is done by the Admin/HR Executive against the specific client’s requirements, and recorded on the HR documentation.

‘In-process’ and ‘final’ inspection of work is carried out on site by the relevant Saki Soft personnel and the results recorded.

8.7 Control of nonconforming outputs

Nonconformities may be identified at receipt (i.e. wrong delivery or damage) or identified during operations. In all cases, nonconformities are corrected by rectification or repair and, where appropriate, by approved concession by authorised Saki Soft personnel and, if required, by the customer.

Details have been included in a combined documented procedure, which includes correction and corrective actions that may follow the initial correction. Ref. Saki Soft Customer Feedback and Improvement Procedure


9 PERFORMANCE EVALUATION

9.1 Monitoring, measurement, analysis and evaluation

9.1.1 General

The MD determines the needs and methods of monitoring and measuring, including evaluating the performance and the effectiveness of the quality management system.

9.1.2 Customer satisfaction

Questionnaires are sent periodically to allow measurements of customer satisfaction to be made. These Customer Satisfaction Forms are sent at the end of projects, or annually for longer term contracts, and are subject to review against set objectives (see paragraph 6.2).

Ref. Saki Soft Customer Feedback & Improvement Procedure

9.1.3 Analysis and evaluation

During the course of business, Saki Soft collects and analyses appropriate data to determine the suitability and effectiveness of the implemented QMS, and to any identify trends leading to improvements, particularly preventive action. This includes data generated by measuring and monitoring activities and other relevant sources.

Examples of data that are analysed include:

Customer feedback information

Internal audit reports

Product and service nonconformities

Supplier rating information

Relevant health & safety data


The main application of ‘statistical techniques’ is to the sampling of purchased product against the delivery note and purchase order, before accepting the items.

9.2 Internal audit

Saki Soft carries out internal audits using trained auditors under the control of the MR or, where required, outsourced to an approved consultant or audit company (see paragraph 8.4). Audits are carried out once per year prior to Management Review (see paragraph 9.3).

Ref. Saki Soft Internal Audit Procedure

9.3 Management review

9.3.1 General

Management review is an integral part of the Saki Soft QMS and takes place at a minimum frequency of onjce per year. Reviews will be carried out by the MD and the MR, based on relevant inputs from Saki Soft staff. Results of the management review will be recorded by the MR in the form of action plans approved by the MD, or in formal meeting minutes. The MR will distribute the action plans/minutes to relevant members of staff who will complete agreed actions as recorded and report the results to the MR as inputs to the next management review.

9.3.2 Management review inputs

Reviews will be conducted against the following minimum subjects:

01.The status of actions from previous management reviews

02. Changes in external and internal issues that are relevant to the QMS

03. Customer satisfaction04. Feedback from relevant interested parties

05. The extent to which quality objectives have been met

06. Process performance and conformity of products and services

07. Nonconformities and corrective actions

08. Monitoring and measurement results

09. Audit results

10. The performance of external providers

11. The adequacy of resources

12. The effectiveness of actions taken to address risks and opportunities

13. Opportunities for improvement

14. Any other business

15. Date of next meeting


9.3.3 Review Output

The output from the management review shall include any decisions and actions related to

a) Improvement opportunities.

b) Need for changes to the QMS.

c) Resource needs.

10 IMPROVEMENT

10.1 General

Saki Soft plans and manages the processes necessary for continual improvement of the QMS by ensuring that all employees are aware of the QMS Policy regarding continual improvement, and by establishing and measuring performance against relevant improvement targets. Specific sources of information include data from internal audits and corrective action. In addition, continual improvement is a permanent subject of management review.


10.2 Nonconformity and corrective action

It is the policy of Saki Soft to ensure that, whenever nonconformities or potential nonconformities are identified, in addition to the planned immediate action (correction), the cause(s) of the nonconformities will be identified, and appropriate corrective action agreed and taken.


10.3 Continual improvement

At this time, there is no formal employee suggestion scheme but employees are encouraged to share ideas for improvement with their supervisors/managers or with the MR, and these will be discussed at Management Review. In addition, employees have an opportunity to identify possible improvements in staff questionnaires which are completed once per year.


Saki Soft Process Map

Main Activities


Support Activities

Document Control

Records Control

Internal Auditing

Management Review

Customer Complaints

Corrective Action

Preventive Action

Training

Documented Procedures

Sales Process in Quality Manual

Purchase Process in Quality Manual

Briefing

Briefing (cont’d)

Admin/HR Executive

Receives enquiry and processes in the system

Admin/HR Executive

Raises purchase orders where required

(Software or contractors)

HR Executive briefs IT Specialist(s)

(e-mail copied to MD and Project Manager)

Project Manager briefs IT Specialist(s)

(verbally, and in detail)

IT Specialist(s)

Commence tasks

Saki Soft Quality Policy

1. Saki Soft’s Mission is to provide a range of IT services, delivering the right information, at the right time and in the right format, to all decision makers to drive better business performance.

2. 26. To fulfil this

mission we are committed to understanding our clients’ needs and fully satisfying their requirements, as well as complying with relevant laws and regulations, and any applicable codes of practice, as they affect our services.

3. To help us achieve these aims, 28. we have implemented a Quality

Management System (QMS) complying with the international standard ISO 9001:2015.

4. 29. We are committed to continually improving

the effectiveness of our QMS and have set, and will monitor performance against, relevant quality objectives and targets.


5. 30. This policy is periodically reviewed to

ensure its continuing suitability, and is communicated to all members of staff and any associates and/or sub-contractors working on our behalf, through induction and general awareness training. It is displayed in the company office, as well as on the company web-site, making it fully available to all interested parties.

Saki Soft Organisation Chart


PROJECT MANAGERS* 2

(FOR SMALL PROJECTS)

SENIOR PROJECT MANAGERS* 1

(FOR MEDIUM TO LARGE PROJECTS)

COMMERCIAL DIRECTOR

(ALSO RESPONSIBLE FOR FINANCE)

ADMIN/HR EXECUTIVE 3

(ALSO RESPONSIBLE FOR SALES AND PURCHASING)

MANAGING DIRECTOR

(OPERATIONS DIRECTOR)

LIST OF DOCUMENTED PROCEDURES

Customer Feedback and Improvement (Control of nonconforming product, continual improvement, and corrective action)

Document Control

Internal Auditing

Process Risk Assessment Procedure

Training


NOTES

* THE NUMBER OF SENIOR PROJECT AND/OR PROJECT MANAGERS DEPENDS ON THE PROJECTS BEING CARRIED OUT

WORKING UNDER THE RELEVANT SENIOR PROJECT AND/OR PROJECT MANAGERS, WILL BE A NUMBER OF APPROPRIATE IT CONSULTANTS, SYSTEMS ANALYSTS, INFRASTRUCTURE ENGINEERS ETC. DEPENDING ON THE PROJECTS BEING CARRIED OUT.

1. SENIOR PROJECT MANAGERS TYPICALLY REQUIRE A MINIMUM OF FIVE YEARS’ EXPERIENCE IN PROJECT MANAGEMENT 2. PROJECT MANAGERS TYPICALLY REQUIRE A MINIMUM OF THREE YEARS’ EXPERIENCE IN PROJECT MANAGEMENT

3. THIS POSITION IS CURRENTLY THE MANAGEMENT REPRESENTATIVE AS DEFINED IN ISO 9001:2008

Documents

TOTAL LUBRICANTS BLENDING UAE COMPANY … Soft Quality Manual.docx · Web view“The provision of IT consultancy, development and support services” Quality management system and