CATERING & FOOD SERVICE QA/QC PLAN
ContentsSection A.......................................................................................................................................................................................................................3
Introduction..............................................................................................................................................................................................................3Section B.......................................................................................................................................................................................................................3
Provision of adequate Staff......................................................................................................................................................................................4Section C......................................................................................................................................................................................................................4
Key responsibilities in accomplishing Quality / Customer Satisfaction goals.........................................................................................................4Section D......................................................................................................................................................................................................................4
Operational Controls necessary to maintain quality and measure performance......................................................................................................5Section E.....................................................................................................................................................................................................................15
Surveillance of Work:............................................................................................................................................................................................15Section F.....................................................................................................................................................................................................................15
Analysis of data......................................................................................................................................................................................................15Section G....................................................................................................................................................................................................................16
Corrective action....................................................................................................................................................................................................16Section H....................................................................................................................................................................................................................17
Preventive action....................................................................................................................................................................................................17Section I......................................................................................................................................................................................................................17
Internal Quality Audits:..........................................................................................................................................................................................17Section J.....................................................................................................................................................................................................................18
Continual Improvement to enhance Customer Satisfaction...................................................................................................................................18
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Section A
Introduction
Section B
Provision of adequate Staff
This Catering & Food Service Quality Assurance /Control plan shall be driven by the Operation Manager of the Catering service and Kitchen. The Operations Manager shall be assisted by a Location Manager/Food service Manager and his team. Adequate competent staff will be provided to run the operation efficiently. It shall be the responsibility of the Quality Manager to review and implement the requirements of the plan. Any Changes to the plan shall be communicated to the Customer by the Operation Manager.
There shall be independent Audit Staff who shall monitor the functioning of the Catering and Kitchen operation and report any non-conformances to Top Management.
Section C
Key responsibilities in accomplishing Quality / Customer Satisfaction goals
Operation Manager - Overall Responsibility for the Operation of the Project producing safe and quality food. Location/Food service Manager – Operation of Kitchen and Dining Facility, HACCP, Provision of resources, reporting to
customer and analyzes of Customer feedback and process reports. Champion for positive change reporting to Operation Manager
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QA/ QC Manager – In charge of the Total Quality Assurance/ Quality control/ Continual Improvement Program Reporting to the Project Manager and Corporate QHSE Manager.
Training Manager – Responsible for training the employees on Quality, Food Safety, Hygiene and HACCP.
Section D
Operational Controls necessary to maintain quality and measure performance
Contract Performance Requirement This will be
filled based on the Specific Contract /
SOW
Monitoring Method,
frequency and Reporting/ Feedback
Reference Standards
ResourcesResponsibility Acceptable Performance levelPerformance/ technical requirements
Activity/ ItemSr. No.
Approval of Design and Architectural finishes prior to mobilization
GCC Standard
Budget/ Men/ material/ Equipment/ Information
Operation Manager
Storage area with several refrigeration and freezer /chiller units
Kitchen, dining hall, and food warehouse.
Establishing Facilities
1
Approval of Design and Architectural finishes prior to mobilization
GCC Standard Design
N/aOperation Manager
Separate storing and cooking areas for different groups of food.
Segregation
Real Time Supply chain Visibility
GCC- SOPExceed WMS/ Igoix Procurement Software
Logistics/ procurement Team
Well Established Supply chain based on -- days Rotational course menus
Delivery
CV/Job GCC- SOPExperienced Country Food Service Managers Management Staff HACCP 2
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Contract Performance Requirement This will be
filled based on the Specific Contract /
SOW
Monitoring Method,
frequency and Reporting/ Feedback
Reference Standards
ResourcesResponsibility Acceptable Performance levelPerformance/ technical requirements
Activity/ ItemSr. No.
DescriptionFood ManagersManagerHACCP ISO 22000 certifiedhaving food service experience in different fields.
CV/Job Description
GCC- SOPGCC- SOPFS MaanagerReputed College Diploma holders
Catering Staff having experience.
Daily work report
Codex Alimantarius
GCC- SOP
Experienced and well trained Catering Staff
Catering Team
Special Checklist to ensure the Rapid cooling/ Reheating cycle for all leftovers
Cooking ahead for next day service
Hazard analysis, and control of identified hazards
3.
Statistical analysis for monthly review
Codex Alimantarius/ GCC- SOP
Experienced and well trained Catering Staff
Catering Team
Verify quality of leftover portion before mixing with fresh portion
Adding unused portion of food product to freshly prepared portion
Statistical analysis for monthly review
Codex Alimantarius/ GCC- SOP
Experienced and well trained Catering Staff
Catering Team
Quality Control Checks to augment Process checks
Food handling error in cooling and re-heating,
Statistical analysis for monthly review
Codex Alimantarius/ GCC- SOP
Experienced and well trained Catering Staff
Catering Team
Continual and evaluated training for all staff to imbibe hygiene habits
Cross-contamination from worker hygiene problems
Laundry Schedules etc provided to customer
Codex Alimantarius/ GCC- SOP
3 sets of regulations uniforms per staff/ Laundry Facilities
Catering Team
Report to work clean and in clean uniforms or clothing.
Personal HygieneCritical Control Points
4.
Clinical Codex 1 Medical Catering Report all illnesses prior to Health
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Contract Performance Requirement This will be
filled based on the Specific Contract /
SOW
Monitoring Method,
frequency and Reporting/ Feedback
Reference Standards
ResourcesResponsibility Acceptable Performance levelPerformance/ technical requirements
Activity/ ItemSr. No.
Records provided to customer
Alimantarius/ GCC- SOP
Facility for every 300 staff
Teamstarting work.
Maintenance Records provided to customer
Codex Alimantarius/ GCC- SOP
Adequate Hand wash faucet and basin
Catering Team
For 20 seconds after handling raw animal products or after possible contamination
Hand wash
Maintenance Records provided to customer
Codex Alimantarius/ GCC- SOP
Adequate Hand wash faucet and basin per
Catering Team
Thoroughly after using the restroom and upon entering the kitchen
Hand Wash – at Rest Rooms
5.
Laundry Schedules provided to Customer
Codex Alimantarius/ GCC- SOP
3 sets per staff member
Catering Team
Remove prior to entering restrooms.
Aprons
Calibration certficates provided to customer
Codex Alimantarius/ GCC- SOP
Oven with factory calibrated Temperature gauges. Regular calibration based on the manual.
Catering Team
Maintaining temperature of potentially hazardous food at 140° F
Minimizing holding time between cooking and serving
Maintenance Schedules provided to Customer
Codex Alimantarius/ GCC- SOP
Hot and Cold running water faucets and stainless steel basins
Catering Team
Clean vegetables thoroughlyWashing for many fruit and vegetable preparations, particularly for salads
Sanitization Schedules/ Logs for each
Codex Alimantarius/ GCC- SOP
Special Poly-Urethane Cutting Boards
Catering Team
Use clean and sanitized cutting boards / separate cutting boards for raw meat,
Prevention of cross-contamination.
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Contract Performance Requirement This will be
filled based on the Specific Contract /
SOW
Monitoring Method,
frequency and Reporting/ Feedback
Reference Standards
ResourcesResponsibility Acceptable Performance levelPerformance/ technical requirements
Activity/ ItemSr. No.
numbered board provided to Customer
vegetables, and ready-to-eat foods
Maintenance Schedules provided to Customer
Codex Alimantarius/ GCC- SOP
Hot and Cold running water faucets and stainless steel basins
Catering Team
Under cold potable running water at a temperature of 70°F, or in a microwave oven
Thawing of fresh meat
Maintenance Schedules provided to Customer
Codex Alimantarius/ GCC- SOP
Heavy Duty Refrigerators
Catering Team
Chill ingredients prior to mixing
Ready to eat Salads
Maintenance Schedules provided to Customer
Codex Alimantarius/ GCC- SOP
Heavy Duty Refrigerators
Catering Team
Need to be received and kept at or below 41°F at all times
Use of convenience food, such as processed meat items
Maintenance Schedules provided to Customer
Codex Alimantarius/ GCC- SOP
Appropriate Utensils/ Temperature controlled Ovens/ Reference Temp. gauges
Catering Team
145°F for 15 seconds, Cooking Cuts of meat fish and short order eggs
6.
Maintenance Schedules provided to Customer
Codex Alimantarius/ GCC- SOP
Catering Team
155°F for 15 secondsCooking ground meats, and eggs (cooked ahead),
Maintenance Schedules provided to Customer
Codex Alimantarius/ GCC- SOP
Catering Team
165°F for 15 secondsCooking poultry and stuffed foods
Inspection Reports provided to Customer
Codex Alimantarius/ GCC- SOP
N/ACatering Team
Without touching food contact areas (utensils, glasses, etc.).
Handle utensils
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Contract Performance Requirement This will be
filled based on the Specific Contract /
SOW
Monitoring Method,
frequency and Reporting/ Feedback
Reference Standards
ResourcesResponsibility Acceptable Performance levelPerformance/ technical requirements
Activity/ ItemSr. No.
Inspection Reports provided to Customer
Codex Alimantarius/ GCC- SOP
Serving utensils, deli paper, and disposable gloves
Catering Team
Use clean, sanitized serving utensils, deli paper, or disposable gloves
Handle ready to eat foods
Inspection Reports provided to Customer
Codex Alimantarius/ GCC- SOP
Latex glovesCatering Team
Change gloves after each possible contamination
Glove management
Inspection Reports provided to Customer
Codex Alimantarius/ GCC- SOP
Temperature controlled Ovens
Catering Team
Internal temperature of 140°FHolding Potentially Hazardous Foods Served Hot
Inspection Reports provided to Customer
Codex Alimantarius/ GCC- SOP
Chiller units with temperature Control
Catering Team
at 41°F or below.Holding Potentially Hazardous Food Served Cold
Inspection Reports provided to Customer
Codex Alimantarius/ GCC- SOP
Temperature controlled Ovens
Catering Team
Reheat to an internal temperature of 165°F for 15 seconds
Leftovers
Inspection Reports provided to Customer
Codex Alimantarius/ GCC- SOP
Calibrated Temperature Gauges
Catering Team
Refrigerated foods are received at or below 41°F and frozen foods at or below 0°F/ no signs of previous thawing
Incoming Supplies at warehouses
Drawings/ Specifications/ Vendor Qualifications etc. Provided to Customer
Codex Alimantarius/ GCC- SOP
Designed and operated at stipulated temperatures with calibrated Thermo-Hygro-meters
Catering Team
from 140°F to 70°F in 2 hours and from 70°F to 41°F in additional 4 hours
Rapid cooling of potentially Hazardous Foods
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Contract Performance Requirement This will be
filled based on the Specific Contract /
SOW
Monitoring Method,
frequency and Reporting/ Feedback
Reference Standards
ResourcesResponsibility Acceptable Performance levelPerformance/ technical requirements
Activity/ ItemSr. No.
Provide Product Catalogs and user manuals to Customer
Codex Alimantarius/ GCC- SOP
Calibrated Thermometers with a +/- 1% accuracy rating
QA/ QC Manager
Use a calibrated thermometer to check minimum cooking temperatures
Monitoring of food temperature between Cooking and Serving
Monitoring system for each CCP
7.
Provide Product Catalogs and user manuals to Customer
Codex Alimantarius/ GCC- SOP
Calibrated Thermometers with a +/- 1% accuracy rating
QA/ QC Manager
Dry storage between 50°F and 70°F, refrigeration temperatures between 32°F and 41°F, and freezer temperature at 0°F or below
Check Temperature of supplies at the time of receiving
Inspection Logs/ Reports Provided to Customer
Codex Alimantarius/ GCC- SOP
Heavy Duty Rotating Scrubber machines
QA/ QC Manager
Visual Delight/ Water Temperature above 140 deg F for cleaning mix
Inspect Dining facility and Kitchen equipment for sanitation
Provide HACCP worksheets/ Inspection logs to Customer
Codex Alimantarius/ GCC- SOP
Calibrated Temperature Gauges
QA/ QC Manager/ Delivery Team
HACCP Work sheet Criteria for each item of the day
Monitor food temperatures prior to transporting food and upon arrival at satellite location
Provide HACCP worksheets/ Inspection logs to Customer
Codex Alimantarius/ GCC- SOP
Calibrated Temperature Gauges
QA/ QC Manager
HACCP Work sheet Criteria for each item of the day
Monitor food temperatures on serving lines every hour.
Inspection Reports and Action Reports provided to Customer
Codex Alimantarius/ GCC- SOP
N/A QA/ QC Manager
Reject cans with swelled tops or bottoms, leakage, flawed seals, rust, or severe dents.
Incoming Inspection
Inspection Reports and Action Reports
Codex Alimantarius/ GCC- SOP
N/AQA/ QC Manager
Evaluate products after opening by odor, sight, and touch
Evaluation
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Contract Performance Requirement This will be
filled based on the Specific Contract /
SOW
Monitoring Method,
frequency and Reporting/ Feedback
Reference Standards
ResourcesResponsibility Acceptable Performance levelPerformance/ technical requirements
Activity/ ItemSr. No.
provided to CustomerInspection Reports and Action Reports provided to Customer
Codex Alimantarius/ GCC- SOP
N/AQA/ QC Manager
Goods are dry, free of mold, and free of insects and rodent activity. Packages should not to be punctured, slashed, or torn
Verification
Inspection Reports and Action Reports provided to Customer
Codex Alimantarius/ GCC- SOP
N/AQA/ QC Manager
Product does not exceed the “use by” date or the manufacture’s “pull date
Expiry
Full Transparency to customer , both proactive and on-demand
Codex Alimantarius/ GCC- SOP
Review Meetings
Catering Team/ QA Team/ QC Manager
Eliminate Root CauseRoot cause AnalysisCorrective actions
8.
Submit Audit and Sampling results to customer as appropriate
Codex Alimantarius/ GCC- SOP
Auditing procedures/ techniques
Quality Assurance Team/ QA/ QC Manager
Internal HACCP audits/ Random Sampling
Determine the HACCP is working properly
Verification procedures
9.
Full Transparency to customer , both proactive and on-demand
Codex Alimantarius/ GCC- SOP
PCs and Stationary
Logistics Team. Catering Team/ QA Team/ QC Team
Appropriate to the nature and scale of the operation
HAZARD analysis/ Audits/ SOPs
Documentation and Record Keeping
10.
Full Transparency to customer , both proactive
Codex Alimantarius/ GCC- SOP
Training center/ PCs/ Projector/ Whiteboard/
Training Manager
Develop Skill sets in staff through structured courses
Induction and Continual Training
Training Programs
11.
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Contract Performance Requirement This will be
filled based on the Specific Contract /
SOW
Monitoring Method,
frequency and Reporting/ Feedback
Reference Standards
ResourcesResponsibility Acceptable Performance levelPerformance/ technical requirements
Activity/ ItemSr. No.
and on-demandflip chartsPhotos and videos
Codex Alimantarius/ GCC- SOP
Special Markers/ Labels
Logistics Team/ Catering Team
Permanent Marking on each container
Requirement for Product recall and Stock Rotation
Lot Identification
12.
Full Transparency to customer , both proactive and on
Codex Alimantarius/ GCC- SOP
Training Literature
Training Manager
On the job evaluationSanitation and Hygiene training for every food handler is imperative
Employee Training
13.
Full Transparency to customer , both proactive and on
Codex Alimantarius/ GCC- SOP
Observations and technical literature
Training Manager
On the job evaluationContinuous Training on HACCP
100% Inspection/ Daily
Recipe Cards/ GCC- SOP
Internet connectivity
Operation Manager, Procurement Team
Based on weekly communication from customer/ 90% of the time
Ordering cycle of 14 –Day working days, Production schedule and Plan.
Planning14.
100% Inspection/ Daily
GCC Recipe Cards
Complete set of Kitchen Equipment and Utensils
Catering Team
3200 to 4500 calories/ 90% of menu items per meal period
07-Day Rotational course Menus/ tasks listed on Food Service Production Log
Food Preparation
15.
100% Inspection/ Daily/ Subsistence Storage Inventory Report, Head Count Record, Change in Key
GCC- SOPComplete set of Dining Facility Equipment and utensils
Catering Team
Serving lines no later than 15 minutes prior to opening. Replenish food lines, maintain proper temperature/ remove lines no earlier than 15 minutes after meal time
Visually Appealing: mix/ Provide customer satisfaction surveys/ standard portions
Service of Food
16.
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Contract Performance Requirement This will be
filled based on the Specific Contract /
SOW
Monitoring Method,
frequency and Reporting/ Feedback
Reference Standards
ResourcesResponsibility Acceptable Performance levelPerformance/ technical requirements
Activity/ ItemSr. No.
personnelSubmit to customer if required
Recipe Cards/
Awards / Certifications
Project TeamProven track recordCapability to prepare and serve food
Capability17.
100% Inspection/ Daily / Provide seating plans to Customer on weekly basis
GCC- SOPPartitions/ Half walls/ tables and Chairs
Décor/ Catering Team
100% of the time/ Segregate smoking areas from non-smoking
Seating arrangements for -------
Seating Capacity
18.
100% Inspection/ Daily
GCC- SOPNapkins, Salt, pepper, condiments, trays,
Catering Team
100% of the timeClear, Clean and Sanitize within 2 minutes after they are vacated
Table Service19.
100% Inspection/ Daily
GCC- SOPplastic and/ or sturdy paper plates, silverware
Catering Team
100% of the timeProvide items as listed in Appendix
Disposable Wares
20.
100% Inspection/ Daily
GCC- SOPSoap, Hand/ Soap Sanitizer, clipper detergent etc.
Procurement Team
100% of the timeProvide all necessary cleaning supplies required for the Dining Facility and Kitchen
Cleaning Supplies
21.
100% Inspection/ Daily
GCC- SOPAs requiredHousekeeping team
100% of the timeImplement sanitation requirements
Sanitation22.
100% Inspection/ Daily
GCC- SOPApproved Cleaning and De-greasing
Housekeeping team
100% of the TimeMaintain Interior of Dining Facility , Kitchen / Clean /
Housekeeping Services
23.
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Contract Performance Requirement This will be
filled based on the Specific Contract /
SOW
Monitoring Method,
frequency and Reporting/ Feedback
Reference Standards
ResourcesResponsibility Acceptable Performance levelPerformance/ technical requirements
Activity/ ItemSr. No.
agentsSanitary Condition100% Inspection/ Daily
Specific Country Laws and GCC- HSE Manual
Approved Containers for segregation of waste
Housekeeping team
100% of the TimeComply with Base-recycling Program/ Segregate re-usable/ recyclable waste material by type/ HAZMAT material to be approved by Facility Manager or QA/ QC Manager before entry into base
Waste Management
24.
100% Inspection/ Daily
Specific Country Laws and GCC- HSE Manual
Tools and Containers
Housekeeping team
100% of the TimeMaintain grounds Clean / Sanitary Condition/ removal or trash/ sanding or salting in addition to snow removal/ additional cleaning requirements due to adverse weather conditions
Grounds and Additional Maintenance
25.
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Section E
Surveillance of Work:
The QA/ QC Manager shall ensure that product/services which do not conform to requirements are identified and controlled to prevent unintended use, delivery or provision. The controls and related responsibilities and authorities for dealing with nonconforming product is documented.
The Concerned Work Center/ Manager shall deal with nonconforming services by taking action to eliminate the detected nonconformity;
Records of the nature of nonconformities and any subsequent actions taken, including concessions obtained, are maintained.
When nonconforming product is corrected it shall be subject to re-verification after correction to demonstrate conformity to the requirements.
When nonconforming product is detected after delivery or use has started, The Location/Food Service Manager shall take action appropriate to the effects, or potential effects, of the nonconformity.
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Section F
Analysis of data
The QA/ QC Manager determines, collects and analyses appropriate data to demonstrate the suitability and effectiveness of the Quality Control Plan and to evaluate where continual improvement of Quality can be made. This includes data generated by monitoring and measuring and from other relevant sources. Analysis of data provides information relating to:
a) customer satisfaction;b) Food Safety Incidentsc) conformance to customer requirements;d) characteristics and trends of processes and products including opportunities for preventive action, and; e) Suppliers.f) Environmental Aspects and Impactsg) Safety and Health Status
Section G
Corrective action
Corrective action is taken to eliminate the cause of nonconformities in order to prevent recurrence. Corrective action is appropriate to the effects of the nonconformities encountered; the company's standard documented procedures define requirements for:
a) reviewing nonconformities (including customer complaints);b) determining the causes of nonconformity;c) evaluating the need for actions to ensure that nonconformities do not recur;d) determining and implementing the action needed;e) recording results of action taken and retaining these as Quality records;f) Reviewing of corrective action taken.
Section H15 | P a g e
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Preventive action
The Operation Manager shall work with other Managers to determine action to eliminate the causes of potential nonconformities to prevent occurrence. Preventive actions taken shall be appropriate to the effects of the potential problems. The documented procedure defines requirements for:
a) determining potential nonconformities and their causes;b) evaluating the need for action to prevent occurrence of nonconformities;c) determining and implementing preventive action needed;d) recording results of action taken;e) Reviewing of preventive action taken.
Section I
Internal Quality Audits:
GCC corporate conducts internal audits at planned intervals to determine whether the Quality and Food safety System:
a) conforms to the planned arrangements for product realization, to the requirements of the International Standard ISO 9001: 2000, ISO 22000:2005
b) Is effectively implemented and maintained.
The QA/ QC Manager shall plan the Internal Quality audit program taking into consideration the status and importance of the processes and areas to be audited as well as the results of the previous audits. The audit criteria, scope, frequency and method is defined. Selection of auditors and conduct of audits shall ensure objectivity and impartiality of the audit process. Auditors shall not audit their own work.
The responsibilities and requirements for planning and conducting audits, and for reporting results and maintaining records are documented.
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The management responsible for the area being audited shall ensure that actions are taken without undue delay to eliminate detected nonconformities and their causes. Follow-up activities shall include the verification of the implementation of corrective action, and the reporting of the verification results.
Section J
Continual Improvement to enhance Customer SatisfactionAll positive and negative customer feedback shall be analyzed to make system improvements. Whenever a communication regarding performance is received the QA/ QC Manager shall log it on the ‘customer satisfaction log’ and assign a priority to it. In case the observed problem has been identified as a trend the concerned Team shall be assigned the task of coming up with a system improvement.
A maximum response time of 7 days shall be given to the auditees to resolve the issue and eliminate the root cause. This will result in system improvements. In addition to these all suggestions for improvement from the Operational Location shall be considered for action. In all cases Operational Location shall be informed of action taken. Records are maintained and indicate implementation of the quality plan and effectiveness of the control procedures.
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