quality manual template

PORT 4008 ROUTE DU HOC

76700 GONFREVILLE L ORCHER

FRANCE

Tel: 33 2 35 20 80 60 Fax: 33 2 35 55 04 40

E-mail : [email protected] QUALITY MANUAL Last update : 08-25-2011

Rev : 0

A. GENERALITIES Page : 1 / 19

ISO 9001 QUALITY MANUAL

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

industries

VALIDATION AND APPROVAL OF THE QUALITY MANUAL

Name Position Visa

Drawn up by: C. BAUDRY Quality manager

Controlled and

approved by: B. LASSARAT C.E.O

DISTRIBUTION

Name Distribution Company Date

INTERNAL DISTRIBUTION

EXTERNAL DISTRIBUTION

This manual is the property of the company Produits et Accessoires Industriels. It may not be reproduced or disclosed to third parties without written permission from the CEO.



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TABLE OF CONTENTS

A. GENERALITIES

1. Flyleaf (Validation, approval and distribution of the EHS quality manual) Page 1/19

2. Table of contents Page 2/19

3. Presentation of the company Produits et Accessoires Industriels Page 3/19 4. Permanent improvement of the Quality Management System Page 4/19

5. Procedure route map Page 5/19

6. Interaction between the processes Page 6/19

7. Updates Page 7/19

8. Applicable procedures Page 8/19

9. Exceptions Page 8/19

B. QUALITY MANAGEMENT SYSTEM

1. General requirements Page 9/19

2. Quality manual Page 9/19

3. Document control Page 9/19

C. MANAGEMENT RESPONSIBILITY

1 Management commitment Page 10/19 2. Customer focus Page 10/19

3. Quality policy Page 11/19

4. Responsibility, authority and communication Page 12/19

5. Management review Page 13/19

D. RESOURCES MANAGEMENT

1 Provision of resources Page 14/19 2. Human resources Page 14/19

3. Infrastructures Page 15/19

4. Work environment Page 15/19

E. SERVICE IMPLEMENTATION

1. Planning of service requirements Page 16/19 2. Customer-related processes Page 16/19

3. Design and development Page 16/19

4. Purchasing Page 16/19

5. Service preparation and achievement Page 17/19

6. Control of monitoring and evaluation devices Page 17/19

F. EVALUATION, ANALYSIS AND IMPROVEMENT

1. Monitoring and evaluation Page 18/19

2. Control of non-conformities Page 19/19

3. Analysis of data Page 19/19

4. Improvement Page 19/19



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PRESENTATION OF THE COMPANY

Corporate name : Produits et Accessoires Industriels

Legal form : S.A.S

Capital : 130 000

Address : Port 4008 Route du Hoc 76700 Gonfreville LOrcher

Phone : 02 35 20 80 60

Fax : 02 35 55 04 40

E-mail : [email protected]

Web site: www.pai-france.com

French Fiscal Identification Number : 380 186 973 00034

Standard Industrial Classification : 4 669 B

Creation date: 24 December 1990

Contacts :

C.E.O B. LASSARAT

Quality Manager C. BAUDRY

Business Manager N. TERNON

Business Manager L. BRUNO

Business Manager M. MERLEVEDE

Business Manager C. BAUDRY

Average staff size : 12

Average age : 40

Opening hours: Monday to Friday 8.00 a.m. 12.00 p.m. / 13.30 17.30 p.m.

IT Resources : LINE UP and SILOG softwares

Agreement : ISO 9001 (since June 2011)

Field of activity : Wholesale trade

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



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QUALITY MANAGEMENT PROCESS MODEL

Input

Customers sub-process

Flow of information

Value-Added activities

PLAN

Input Output

PERMANENT IMPROVEMENT OF THE

QUALITY MANAGEMENT SYSTEM

ACT

DO CHECK

CUSTOMERS

CUSTOMERS

Management

responsibility

Resources

Management

Evaluation, Analysis and

Improvement

Service implementation

Service Requirements

Satisfaction



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PROCEDURE ROUTE MAP

SUPPORT PROCESS

PROCESS REALIZATION

R1 Identification of customers

requirements

Pilot:

Quality and Business

Managers

R2

Review of customers

requirements

Pilot:


Managers

R3

Purchasing

Pilot:


Managers

R4

Inspection / Delivery

Pilot:


Managers

& Axis

R5 Invoicing

Pilot:

Accounts Department

Product

PROCESS MANAGEMENT M1

Internal audits

Pilot :

Quality Manager

M2 Permanent improvement

Pilot :

Quality Manager

M3 Management review and data

analysis

Pilot:

Management

S1 Human Resources

management

Pilot: Management

S2 Document

management

Pilot: Quality Manager

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M

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M4 Customer focus and

satisfaction

Pilot:

Quality Manager

S3 Risk management

Pilot: Management



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INTERACTION BETWEEN THE PROCESSES

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

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

M1 Internal audits

I/O I/O I I I/O

M2 Continual improvement

I/O I/O I/O I/O I/O I/O I/O I/O I/O I/O I/O

M3 Management review and

Data analysis

I/O I/O I I/O I I/O

M4 Customers satisfaction

focus I/O I I/O I O I/O

R1 Customers requirements

identification I/O I/O I I I/O

R2 Customers requirements

review

I/O I I I/O

R3 Purchasing

I/O I I O

I/O

R4 Controls / Delivery

I/O I I O I/O

R5 Invoicing

I/O O I I/O

S1 Human Resources

Management

I I/O I/O I/O

S2 Document Management

I I/O I I/O

S3 Risk Management

I/O I/O I/O I/O I/O I/O I/O I/O I/O I/O I/O



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UPDATES

Update Date Description

0 10-19-2010 Original Edition



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APPLICABLE PROCEDURES

Ref. Titles

P01.01 Document management

P01.02 Computer and information systems management

P01.03 Records management

P02.01 Process management

P02.02 Back-up document

P04.01 Management of the requests for quotations

P04.02 Enquiry to suppliers

P04.03 Preparation of the quotations

P04.04 Contract review procedure

P04.05 Purchasing process

P04.06 Material receipt and inspection of the goods

P04.07 Final inspection and shipment of the goods

P04.08 Invoicing

P04.09 Evaluation and selection of the suppliers

P04.10 Process achievement

P05.01 Handling of non-conformities

P05.02 Permanent improvement

P05.03 Internal audit

EXCEPTIONS

Associated services: Not applicable.

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

customers

Design and development: Not applicable.



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B. QUALITY MANAGEMENT SYSTEM Page : 9 / 19

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

employees in the company.

1. GENERAL REQUIREMENTS

1.1. TOPIC

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

order.

1.2. QMS DOCUMENTS

2. QUALITY MANUAL

The Quality Manual is:

Drawn up by the Quality Manager

Checked and approved by the C.E.O

Distributed to the Managers, one copy being available to every employee

The Quality Manager updates the Quality Manual every year. Its distribution may be internal or external /

controlled or not (see 1.3.2.3).

3. DOCUMENT CONTROL

Applicable procedures: P01-01: Document management

P01-02: Computer system management

P01-03: Records management

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

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

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

procedure

1. Quality manual: Document describing the organization of the PAI Quality Management System in

order to implement it according to ISO 9001 requirements.



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E-mail : [email protected] QUALITY MANUAL Last update : 25-aug-2011

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C. MANAGEMENT RESPONSIBILITY Page : 10 / 19

1. MANAGEMENT COMMITMENT

I, the undersigned, Bertrand LASSARAT, C.E.O of the company Produits et Accessoires Industriels, am aware of the imperatives of customers expectations as well as benefits resulting from a Quality

Management System, Health, Safety and Environment (HSE), hereby commit myself without any reserve

to develop the Quality Management system thanks to:

The implementation of a quality policy

An effective communication within the company with the aim to satisfy customers requirements

The definition, the follow-up and the achievement of relevant objectives

The identification and the management of our internal processes and sub-processes by using tools

such as statistics and internal audits

The organization of meetings and management reviews

2. CUSTOMER FOCUS

The main objective of the Management is the customers satisfaction. A system based on an effective

Quality Management, safety as well as a performing environment will enable us to meet this goal by

optimizing communication between both parties. The aim is to understand customers' current and future

needs and to adapt our internal processes to meet their requirements.

Therefore, the Management overlooks the procedure in place to gather information, identify, understand

and manage customers needs.

Data is reviewed and interpreted to adapt:

The quality policy

The objectives

The processes

The information related to customers satisfaction mainly comes from:

Customers audits

Customers visits (Direct communication)

Market studies

Satisfaction surveys

Exhibitions

Forums on web sites



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3. QUALITY POLICY

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

shareholders.

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

Innovation will boost our Quality, Safety and Environment system and will be the motor of our ambition:

Always improve our performance to satisfy our customers by anticipating their needs.

To achieve this goal, our HSE Quality policy should be shared and accepted by all. In this way, we will be

able to identify and eliminate non conformities and allow our customers, partners, employees and

shareholders greater satisfaction.

An HSE Quality approach is above all an improvement approach.

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

On-time deliveries

Products and services of quality in accordance with applicable regulations and standards

A dynamic organization based on active listening and customer focus

The steady development of our technical expertise

The safety of our customers and employees

The knowledge of our environment as well as our capacity to adapt our processes to its evolution

Having an independent point of view, the Quality Manager has full authority to implement the Quality,

Safety and Environment policy. Meetings and Management reviews will enable us to constantly improve our

way of working.

Together, lets make this process a profitable, cheerful and professional experience!

Bertrand LASSARAT



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4. RESPONSIBILITY, AUTHORITY AND COMMUNICATION

4.1. ORGANIZATION CHART

A nominative organization chart completes the general chart presented below. This chart is updated every

time the composition of the team is changed, controlled during the Management review and approved by

the C.E.O.

4.2. RESPONSIBILITIES AND AUTHORITIES

The C.E.Os mission is to supervise the implementation of the overall management system presented in this

manual.

People whose responsibilities are described in this chapter have the task to implement and control the

good application of the rules presented in this manual, within the limits of their competence.

C.E.O

Quality Manager Accountancy

Assistant

Accountant

Business Managers

Logistics Manager

Office Manager

Quality Assistant

Algeria Area EXXON Contract Africa and Middle

East areas Engineering

contractor

Commercial

Assistants

Product Manager European customers

Commercial

Assistant

Commercial

Assistant



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5. MANAGEMENT REVIEW

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

Manager.

The participants are:

The C.E.O

The Quality Manager

After the meeting, the minutes are established by the Quality Manager and distributed to all participants.



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D. RESOURCES MANAGEMENT Page : 14 / 19

1. PROVISION OF RESOURCES

1.1. DEFINITION AND NEEDS ANALYSIS

The Top Management provides the resources necessary to implement an efficient Quality Management

System based on needs identified by members of the management. Those needs are analyzed during the

Management review. Monitoring and effectiveness of the decisions taken are discussed during the quality

meetings. The agenda may concern Human Resources (hiring a new employee or training, for instance),

infrastructure or work environment.

1.2. MEANS

The Top Management identifies the means, dedicates staff, and provides resources to Management

members in charge of implementing and checking tasks including:

The knowledge of standards and existing check-up procedure

Adequate training to meet the needs of the function and / or workstation

Enough time to do the work

Infrastructures and equipment

Work environment

Written procedures

The means of access to records

Internal audits

2. HUMAN RESOURCES

2.1. SKILLS AND AWARENESS

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

Job descriptions are therefore drawn up for each position. The managers continually check the complete

adequacy between required skills and employees qualifications. A report is made during the Management

review.

Skills management is an ongoing investment which aims to meet customers needs. This management is

based on the implementation of actions defined during the Management review or during quality meetings,

according to the situation. Measures taken are checked and evaluated every year in terms of efficiency

through the analysis of the development of skills of each employee.



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D. RESOURCES MANAGEMENT Page : 15 / 19

2.2. NEW EMPLOYEES

Upon his arrival in the company, the new employee is welcomed by the Quality Manager who introduces him

to the team and the company (premises, organization, for instance).

The employee receives a factsheet which presents him with the quality management system

(Documentation system, forms to be filled in, etc.) as well as the instructions to follow in terms of Safety,

Health and Environment. A mentor is appointed to assist the integration of the employee and provide him

with technical assistance.

3. INFRASTRUCTURES

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

Management System.

Infrastructures include:

Premises and workstations

Computer hardware and work equipment

Support services (such as logistics, information and communication systems)

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

during quality meetings.

4. WORK ENVIRONMENT

Good working conditions and the supply of facilities necessary for the proper functioning of society such

as water or electricity are implemented under the authority of the Management.

Physical and environmental factors (temperature, noise, lighting, cleanliness) as well as risks linked to our

activity are identified and controlled. Prevention measures are implemented in such a way to limit risks for

our employees (See documentation: Identification of the risks for each workstation).



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E. SERVICE IMPLEMENTATION Page : 16 / 19

1. PLANNING OF SERVICE REQUIREMENTS

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

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

The business managers plan orders to meet customers needs. In addition, the software allows them to

know at any time at what stage of the process the order is and when it is likely to be delivered.

2. CUSTOMER-RELATED PROCESSES

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

P04-02: Sourcing

P04-03: Preparation and follow-up of the quotations

P04-10: Realization process

3. DESIGN AND DEVELOPMENT

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

4. PURCHASING

Applicable procedures: P04-02: Sourcing

P04-05: Purchasing process

P04-09: Selection, evaluation of the suppliers

P05-01: Management of non-conformities

A list of suppliers within the company is regularly updated by the Quality Manager in accordance with the

procedure P04-09.

Receiving control is performed in accordance with Section F of this Manual 1.4.2.



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E. SERVICE IMPLEMENTATION Page : 17 / 19

5. SERVICE PREPARATION AND ACHIEVEMENT

Applicable procedures: P04-10: Process realization

The service preparation is intended to prevent the occurrence of non-conformities thanks to the

identification of the critical characteristics of the product. The service is managed by a computerized

management system from which access is controlled.

6. CONTROL OF MONITORING AND EVALUATION DEVICES

The knowledge of monitoring is based on management system, surveillance and evaluation and data analysis.



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F. EVALUATION, ANALYSIS AND IMPROVEMENT Page : 18 /19

1. MONITORING AND EVALUATION

1.1. CUSTOMER SATISFACTION

Customers satisfaction is measured by:

Contacts with customers

Customers assessment

Customers feedbacks and requirements

1.2. INTERNAL AUDIT

Applicable procedures: P05-03: Internal audits

The whole information gathered within the company (Internal audit of the Quality System Management)

will allow managers to check annually the good match between the quality management practices and the

company (Application of the quality manual, procedures and the specifications).

1.3. PROCESS MONITORING AND MEASUREMENT

The efficiency of the process is regularly controlled during quality meetings thanks to the definition of

methods based on the analysis of processes and their impact on the efficiency of the quality Management

System.

Indicators are identified, calculated and analyzed at each stage of the processes (Management, realization

and support). Goals are defined, quantified and an action plan is implemented to achieve them.

1.4. MONITORING QUALITY OF SERVICE: MEASUREMENT AND

ESTIMATION

The controller AXIS checks each order to make sure that the right goods are delivered on time and in

good condition. He also controls the good match between the delivery note, the shipping marks and draws

up the receipt check list (MR). The Business Manager and Quality Manager are notified of any defective

delivery or noncompliance.

All these verifications provide evidence that the product meets customer requirements and has undergone

the necessary checks.



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F. MEASUREMENT, ANALYSIS AND IMPROVEMENT Page : 19 /19

2. CONTROL OF NON-CONFORMITIES

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

3. ANALYSIS OF DATA

The aim is to determine, collect and analyze data to demonstrate the effectiveness of the Quality

Management System and identify areas for improvement.

The analysis of this data provides information about:

Customers satisfaction

The compliance of the products

The efficiency of those processes (management, realization and support)

4. IMPROVEMENT

Applicable documents: P05-02: Permanent improvement

The objective of permanent improvement is to correct or prevent all real or potential malfunctions for

instance: not achieving quality objectives; differences detected in audit; non-satisfaction of the

customers, inefficient processes.

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

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