Example of QA QC plan

1.0 Introduction

Brief introduction of your company.

This manual shall cover all the requirement of Quality Control and Quality Assurance for the YYY to be performed by ZZZ subsidiary of ABC . This Manual is prepared to comply the general procedures and guidelines to be followed by the manufacturing personnel in carrying out all aspects of the tasks in production process. This Plan mainly provides procedures for carrying out tasks related to inspection, testing and reporting. However, this Plan does not deal with day-to-day technical requirements, nor does it provide solutions to technical problems, as these technical issues are usually administered by the Specifications, drawing and other Documents.
This document is prepared based on the latest version of Qatar Construction Specification since, all the works in the State of Qatar have to fulfill the requirements of this National Standards. Any special requirements for the projects or refer to the international standards, also be follow determined and amended for the projects specific.
It is to be noted that although the intention of this Plan is to provide efficient, high quality and safety, adherence to the adopted guidelines does not necessarily guarantee that these attributes are achieved. This directs to the need, therefore, for all users to exercise judgment based on good engineering practice in all cases rather than blind adherence to the adopted guidelines. This also directs to the urgent need to periodically review and update relevant guidelines and procedures, and hence the Plan is to be seen as an involving guide.
i. Production and Manufactured items
ii. Handling & Storage level
There are some other tasks which has to be undertaken by other parties, since XXX do not carry out any design and development. It has been determined that all the parties have their own Quality Control and Quality Assurance plan to execute their scope of works.
This Quality Control and Assurance plan is intended for use by XXX- ABC as a Contractor in execution of the works.

2.0 Quality Policy Statement

Enter you Quality Policy here

3.0 Definition

3.1 Quality Assurance: Quality Assurance is defined as all the planned and systematic activities implemented within the Quality System and demonstrated as needed to provide adequate confidence that an entity will fulfill the requirements.

3.2 Quality Control and Assurance Plan: Quality Control and Assurance Plan is a base document outlining policy, procedures, responsibilities, compliance, acceptance criteria and documentation needed for the successful implementation of a project. It should be prepared and accepted by all parties concerned before the start of a project. It generally covers the following:

• Identification of all parties involved in QA and their interrelationship;
• Internal QA System of each party;
• Levels of Cross-checking/verification in case of multiple verification/ controls, including systems of inspection and audit wherever applicable;
• Organization of personnel, responsibilities and lines of reporting for QA purposes;
• Criteria for acceptance/rejection, including identification of proper authorities for such decision;
• Inspection at the end of defect liability period;

3.3 Quality Control: Operational techniques and activities that are used to fulfill requirements for quality, all of those are planned and systematic, actions necessary to provide confidence that a product or service will satisfy given requirements for quality.

3.4 Corrective Action: An action taken to eliminate the cause of a detected nonconformity or other undesirable situation

3.5 Defect: The non-fulfillment of a requirement that is recognized and corrected while in current process. For example, a misplaced cleat detected at the fit checking stage may be directed back to the fitting station for proper relocation; this may be considered a defect and not a nonconformity.

3.6 Document: Information and its supporting medium used to define and/or establish quality requirements

3.7 Nonconformity: The non-fulfillment of a requirement

3.8 Objective Evidence: Data supporting the existence or verity of something

4.0 Management System

4.1 Understanding the organization and its context:

XXX – ABC which is a division of XXX has been in operation since year of 0000. Designing, cutting, bending, welding and rolling of steel including prefabrication works (Steel moulds, tanks, etc.) as well as steel pipes as per the client’s requirements,. The Quality Assurance Plan is the methodology that is selected for ensuring that the project incorporates all elements that are needed for the successful completion of the project. The QAP shall deals with all aspects of selections and testing of materials acceptance criteria, guidance for nonconforming materials and works and documentations. All the testing activities have been subcontracted to an Independent third party laboratory that is responsible for the sampling, testing, and preparing reports of tests. However the test reports shall be reviewed by the QA/QC Engineer and deals with if there is any deviation. ABC as part of XXX has a established Quality Management System Plan (part of the integrated Management System), implemented and committed to continual improvement of Quality Management system as per the ISO 9001 standard requirements. As thrive to give highest quality products and services, XXX always focus on the customer requirements collect their feedback and improve in quality of products and services. The Management of construction projects is basically focused on the same as Quality Management system. XXX reviews and analyses the key aspects of itself and its stakeholders to determine the strategic direction of the organization. Internal and external issues that make impact on the XXX’s core business process and its stakeholder’s interest are taken into consideration, monitored and implemented. Changes in the market, technologies, laws, regulations, economy, government policies competitors, cultural and social responsibilities, are also being taken into consideration while carrying out business operation, by:

• Understanding our core products and services, and scope of management system
• Maintaining a Register for the internal and external issues determined by QDC which is reviewed annually.

Outsourcing of activities are strictly controlled and ensured that the requirements of the product and QA/QC requirements of the XXX are maintained throughout the product manufacturing lifecycle

4.2 Understanding the needs and expectations of the interested parties

Understanding needs and expectations of the interested parties are of key concern to XXX and have ensured through regular meeting with relevant section managers to clearly understand who they are and how they can affect the organizational ability to consistently perform. For this XXX,

• Maintains a register for determining who are the relevant interested parties and are monitored in regular frequency
• Regularly updates the needs and expectations of the interested parties so that they are clearly understood and met
• Where applicable to be added as legal and other requirements the respective process owners shall inform the management and update it.

4.3 Scope and Application:

XXX – ABC (ZZZ) aims to provide highest quality of product and services to its customers. Towards achieving this overall policy, XXX – R&M Division realize the importance of Quality assurance in the production process. Quality Assurance Systems are needed for manufacturing at various levels.

4.4 Process

Enter your process map here

5.0 Leadership

5.1 Leadership Commitment

Management is responsible for ensuring that:

1. A documented statement is in place that describes the Fabricator’s Quality Policy with respect to commitment and quality objectives,
2. All employees are made fully aware of their authority and role in the Quality System
3. A Quality System that conforms to the requirements of this Quality plan is implemented,
4. A senior-level management representative Mr Pretesh Biswas is appointed to ensure that the requirements of the Quality System are maintained and reported,
5. A quality system audit is carried out by a third party at a maximum interval of one year,
6. The Quality System is reviewed at a senior management level at a maximum interval of one year, or more frequently, to ensure its continuing suitability and effectiveness,
7. Adequate resources are provided to carry out the Quality System including performance and verification of work.

5.2 Organization Roles, Responsibilities and Authorities

Each employee is responsible for the quality of his or her own work and carries an equally important share in the effectiveness of the quality assurance process. All employees are responsible to ensure that the work performed by them conforms to a standard of workmanship required by the company in accordance with the applicable contract requirements. Management is responsible for ensuring that responsibility and authority is defined for carrying out the following:

• ensuring that all product quality verification are carried out on a continuous basis,
• dealing with nonconformities and ensuring that the specified dispositions are carried out on a continuing basis,
• communicating with the customer’s appointed inspection representative(s),
• work is carried out in accordance with the applicable codes and standards;
• all welding is in accordance with the applicable codes and standards
• nonconformities of a technical nature are dealt with in accordance with the applicable codes and standards,
• ensuring that all production personnel understand the contract requirements pertinent to their assignment,
• providing sufficient notice and making proper arrangements for required inspection,
• ensuring that all contract requirements, including revisions, are conveyed to the relevant departments and incorporated into the detail drawings and other fabrication data,
• purchasing all items in accordance with the contract requirements, including revisions and obtaining the required documentation.

The Section Manager shall be responsible for managing all resources. The Section Manager shall designate the Quality Control and operation staffs and deliver the duties and responsibilities of all workforce as per the requirement. Section Manager shall be responsible to plan the daily production, communicate the programme and ensures the availability of all necessary resources.

QA/QC Engineer shall be responsible to establish the quality control procedures, measuring and monitoring procedures as per the defined standards and product requirements. Pre/Post-Inspection of the material to assure compliance with client requirement, prepare sampling and testing plan and supervise testing, receive test reports, check the compliance and submit to the clients as quality assurance documents for approval.

Safety Officer shall be responsible to establish safety Plan, guidance, identification of Safety Hazards, measure/monitor the safety appliances at yard area, also identifies the safety training course as per the requirements and other task as per the HSE plan.

Enter your organization chart

6.0 Planning

6.1 Actions to address risks and opportunities

Management system risk identification, assessment and risk treatment shall be appropriate to XXX’s needs and situations. These processes shall be undertaken in the following sequence:

• Identifying risks
• Analyzing risk
• Evaluating risk
• Identifying and evaluating existing risk controls
• Further risk treatment and opportunity for improvement

Management system risk assessment shall be a live process and the process of risk identification, assessment and risk treatment shall be reviewed and performed once a year or when one of the following may occur

• New management system (new service, association, acquisition etc)
• Changes within the organization (Organizational change)
• Major client dissatisfaction
• Changes in legislation
• Changes in the management system
• Changes in the needs and expectations of the interested parties
• Incidents (Major only – Fatality or permanent disability due to management system processes, other shall be assessed in the hazard risk assessment procedure)
• Changes brought about by corrective action

The process owners will decide based on the criticality of the process to review and update the management system risk assessment.

6.1.1 Risk Identification

The process owners shall identify the processes which are identified as Critical for the management system while identification of management system risks. Identification of management system risks shall cover, but not limited to, the following:

• Routine and non-routine activities
• All management system processes including ones associated with consultants, sub consultants contractors, sub-contractors, management system partners, suppliers, government , public, customer representatives, service providers, employees, etc
• Information’s received and processed
• Physical Asset and finances – Infrastructure, materials, equipment at work place (both owned by Organization or service providers), financial risks on projects.
• Changes or proposed changes in organization or its activities or type of materials used
• Modification of management system and its effects on activities
• Applicable legal obligations and implementation of necessary controls
• Past, ongoing and future activities and services
• Needs and expectations of interested parties
• Internal and external issues

The process owners in consultation with the top management, and with appropriate participation of XXX employees, shall ensure that management system risks associated with the processes under their responsibility and control are identified. The process owners/ managers in consultation with the MR, Top Management, QC/QA incharge and with appropriate participation of the employees, shall ensure that management system risks associated with the processes under their responsibility and control are identified and documented. All the identified risks shall be documented in the Risk Assessment Register (QF 01) format.

6.1.2 Analyzing Risk
Likelihood & consequence
The identified management system risk shall be assessed taking account of the likelihood (L) of its occurrence and the Consequences (C) of its effect. The consequences and likelihood shall be documented based on the risks identified in Risk Assessment Register (QF 01).
Tabular information
The following table lists the Level & Criteria/ Score for the Likelihood &Consequences of the Risk. The risk analysis is carried out with reference to the tabular information.

Consequences			Likelihood
Level	Descriptor	Criteria	Level	Descriptor	Criteria
1	Insignificant	Very little Impact – negligible	1	Rare	5% chance of happening
2	Minor	Impact available but will not affect management system	2	Unlikely	30% chance of happening
3	Moderate	Impact available, will affect management system  and needs correction to avoid affecting management system	3	Possible	60% chance of happening
4	Major	Impact available, will affect management system, loss of image  and needs major correction to avoid affecting  management system continuously	4	Likely	80% chance of happening
5	Catastrophic	Impact available, will affect management system, loss of image  and needs to shutdown management system	5	Almost certain	95% chance of happening

Risk rating & calculation of risk
The rating of the risk is generated from the combination of its likelihood of occurrence and severity of effect indicated as
Risk = Consequences X Likelihood

6.1.3 Evaluating Risk

Risk rating & risk level
The rating of the risk is generated from the combination of its likelihood of occurrence and consequence of effect. The risk Level for the risk rated is analyzed using the following risk assessment matrix.

Likelihood	Consequences
	Insignificant (1)	Minor (2)	Moderate (3)	Major (4)	Catastrophic (5)
Rare (1)	(1)	(2)	(3)	(4)	(5)
Unlikely (2)	(2)	(4)	(6)	(8)	(10)
Possible (3)	(3)	(6)	(9)	(12)	(15)
Likely (4)	(4)	(8)	(12)	(16)	(20)
Almost certain (5)	(5)	(10)	(15)	(20)	(25)

Levels

E	≥16	Extreme Risk – Risk treatment needed immediately (Initiate within two working day)
H	10-15	High Risk – Risk treatment needed  (initiate within one Week)
M	5-9	Medium Risk – Risk treatment needed  (initiate within one Month)
L	≤ 4	Low Risk – To be decided if risk treatment needed  or not

E – Extreme, H – High, M – Moderate, L – Low

After evaluating the risk the levels of the risks shall be document on the Risk Assessment Register (QF 01) as per the table above

Identifying and evaluating existing risk controls

The Process owners (& Team) shall review the existing controls which are applied while evaluating the risk and results of the risk shall be discussed with the team and where required with the Management.

6.1.4 Further risk treatment and opportunities for improvement

Risk Treatment

Additional risk treatment
Based on the results of the risk assessment and evaluation, the process owner shall advocate the additional risk treatment measures required for “controlling” the identified risk and keeping it at “Low” where possible.
“Extreme” and “High” risks necessitate controls and actions shall be taken immediately after consultation with the Top Management.
“Medium” risks necessitate controls and actions shall be taken within one month after consultation with the process owners and management.

“Acceptable and Low” risks, No additional controls are required unless mandatory of felt necessary.
Identified additional Risk treatment measures shall be recorded in the Risk Assessment Register (QF 01).

Risk treatment measures
Based on the ‘risk’ identified by the process owners the following risk treatment measure shall be taken but not limited to:

• Eliminate risk by appropriate measure
• Substitute the risk
• Change or prepare policies and procedures to address the risk
• Set objectives and targets to mitigate the risk
• Implementation of management programs to reduce the risk
  

Risk treatment status & reporting
Status of the risk treatment and its achievement in addressing the risk shall be reviewed by the process owners on a regular basis and reported to the Top Management in the Management review meeting.

6.1.5 Opportunities for improvement

Those opportunities which are identified during the risk assessment and found beneficial to the organization in terms of

• Management system improvement
• Market reputation
• Cost improvement
• Process efficiency
• Process or Service reliability
• Opportunities to eliminate or reduce OH&S risks
• Beneficial environmental impacts
• Compliance obligations
• Any other which may benefit the organization in short or long term

Opportunities for Improvement shall be implemented/initiated by the Process owners and reported to the Top Management in the Management review meeting.

6.2 Objectives

Objectives in line with the stated policy, measurable and monitored is established. The General Manager in coordination with the respective section manager(s) reviews and recommends, where needed, to process owners to revise the objectives in the management review meeting to ensure that the objectives are relevant to the conformity of products and services provided to the customers and serves to enhance customer satisfaction. The Quality objective for ABC is as follows

Process:	Objectives:	Measurement Frequency	Target	Measurement Index	Responsibility
		Enter your quality objective

7.0 Support

7.1 Resources

XXX has identified the personnel and the corresponding level of education, training, skills, and experience required in order to ensure that work affecting product quality is carried out in the required manner. Welders, welding operators, tack welders, welding supervisors, and welding engineers are qualified to the latest requirements

7.2 Competency requirement identification

The ZZZ manager identifies the competency requirements of all the individual designations in the section. The competency requirements are identified based on the works assigned for the designation and shall be documented in the respective Job descriptions and skill matrix of the employees. These shall be evaluated in the candidate interview and assessment form (QF 047). The competency requirements shall be reviewed by the section manager once in a year or whenever there is a change in the requirements of designated work. The necessary competence of persons doing work under its control that affects the performance and effectiveness of the Quality Management System shall be identified, reviewed. It shall be ensured that these persons are competent on the basis of appropriate education, training, or experience; where applicable, necessary actions shall be taken to acquire the necessary competence. Actions taken to ensure competence can include;

• individual capabilities
• roles & responsibilities
• Verification with other competent person who is performing the same job.

The MR shall ensure that persons doing work under the organization’s control are aware of:

• The company policy;
• Relevant objectives;
• Their contribution to the effectiveness of the Integrated Management System, including the benefits of improved performance;
• The implications of not conforming to the Integrated Management System requirements.

Management Representatives/or respective operational supervisor ensures that all the personnel are aware of their responsibilities and importance of their activity in achieving conformity to product requirement and Integrated Management System.

Section Managers shall:

• Define and document the level of competency needed to match the job requirements (descriptions) of their subordinates.
• Plan a training program to reconcile any deficiencies with current or future job Requirements.
• Evaluate and document the effectiveness of the training program.
• Identify training need for their subordinates to achieve their functional objectives.
• Forward a copy of the Training Record (QF 012) to MR
• Modify the training program as required ).

7.3 Competency requirement evaluations:

The competency requirement evaluation shall be done by respective section manager. Laboratory technician’s competency is evaluated by QC manager or Laboratory Supervisor. Education level, skills and work experiences on the respective testing and handling of equipment are evaluated. The level of competency as per the requirement for the designation by the individual shall be maintained in the training records. For the laboratory, the competency requirements are determined as per the tests and work assigned, the summary of the tests shall be used for evaluation of the competency and shall be recorded in the training records (QF 012).

7.4 Training need identification

Competence criteria of personnel, whose work affect the quality of service / have a significant impact on the environment / may have an OHS risk are defined through Job descriptions. The training need shall be identified for all employees under the following circumstances:

• New recruitment
• Introduction of any new technology/system / product
• Corrective action(s)
• Technical and communication skill
• Difference from the required competence level
• Opportunity for improvement,
• Skills and competencies development in relevant standards procedures
• Refreshment

The section managers shall identify the training need for the personnel and shall identify external / internal arrangements and decide training subject / topic which are common to all and document the same in Training Record (QF 012). The induction checklist shall be used as a guide (QF 023). Where required, the section managers can recommend training requirements in their area to the General Manager.
Training in general is divided into following:

• Induction training
• On job training
• Other in house training
• Training conducted by external agencies

7.5 Calibration,

Equipment required for calibration is listed in the log sheet (QF 006) which defines Name of equipment, unique identification (Assets No.), Location Calibration date, Frequency and current status. For laboratory equipment Calibration record (QF.067) form is used to have record. Respective process owner shall maintain this log sheet and ensure that calibration is done on time. Equipment is calibrated by third party independent calibration author. QA/QC Manager shall evaluate the uncertainty and errors and make decision for its suitability. Calibrations will be conducted by an approved calibration agency.

7.5.1 Re-calibration

Operator of respective /equipment shall ensure the performance of the equipment and within tolerable criteria. The permitted tolerance of the each equipment shall be recorded in the calibration report together with degree of uncertainty which applicable with require traceability to national reference standards (e.g. mass or weight). Prior to its expiry all the equipment are calibrated. In case of any results are out of tolerance or suspected changes or deterioration in the reading, such equipment shall be re calibrated.

7.5.2 Maintenance

The equipment shall be maintained to ensure that it continues to be capable of producing intended results to the required specifications and tolerances. Any movement of calibrated equipment in the laboratory should be authorized by QC Manager. A maintenance Plan QF 045 and Equipment Maintenance Checklist QF 079 is established for laboratory equipment. If any equipment found not performing to deliver the intended results immediately remove from the use and send for maintenance and shall be calibrated to ensure its accuracy.

7.5.3 Calibration Verification Records

Calibration report is reviewed by QC Manager and maintained the record of review in Q F 044. Results of calibration, tolerance, error and uncertainty are reviewed and made the decision by QC Manager.

7.6 Documented Information

7.6.1 Work instruction and Method statement

XXX has already identified and established Work Instructions/ Method Statement formats for the standard scope of work provided by Steel Engineering Works. These formats shall be used as guidance for the preparation product specific method statement/ work instruction as required. The method statement shall have full details of equipment to be deployed (size/number/capacity), the sequence of operation, filed trials if any are involved, design of the product, QA/QC requirements, inspections and records maintained temporary works erection launching, safety precautions, environmental protection measures etc. The method statement shall also have the details of manpower requirements with competency requirements related to the work. Prior to the commencement of work and activities, the project specific Work Instruction/Method statement shall be consulted to the all concerned including quality and safety related to the scope of works, based on the specification, National standards and International Standards for review. The reviewed Work Instruction/Method Statements shall be submitted to the client/Client representative as applicable for their approval. Any comments received from the client/client representative shall be incorporated in order to meet entire satisfaction of the client. All the standard Work Instructions/Method Statement shall be prepared and approved for use prior the work. The QA/QC shall ensure that all the approved Work Instructions/Method Statement are communicated and available at point of use. A copy of the Work Instruction for “Production/Welding process” is attached for as a reference for the type of the documents prepared for works.

7.6.2 Work Programme

Based on the timeline framed out in the contract/project, XXX – ABC shall submit a Work Programme to be approved by the Client/Consultant that provides for completion of the works in accordance with these datelines. Following approval Work Programme, the programme shall be reviewed periodically based on the execution of works and if any amendment or priority to be given based on the client requirements shall be incorporated as instructed.

7.6.3 Working Drawing

The drawing provided to XXX – ABC for the execution of works is integral part of contract documents which has to be followed to perform the works. All documents received from external as a part of the project shall be maintained as “documents of external origin” and their versions controlled. The QA/QC shall ensure that the control of documented information procedure is applied to the incoming drawings and records maintained at point of use.
Consequently, to achieve proper administration of the contract the transmittal of the approved design drawings and subsequently submitted drawing related to “work” and “daily work” orders, shall be handled with circumspection and properly recorded at all stages to avoid unnecessary disputes and claims. The QA/QC shall ensure that only applicable and approved versions of the drawings are available at the shop floor for execution.

7.6.4 Inspection, Daily reports and diaries

7.6.4.1 Inspection
As an evidence of compliance with contracts documents it is essential that all the personnel charged with inspection responsibilities properly prepare themselves in advance through detailed study and understanding of the plans and specifications. The inspections shall be based on the approved Inspection Test Plan (ITP) and records of the approved ITP shall be communicated to all concerned. One site (including shop floor and locations) observations of the supervisor/engineer’s activities and procedures shall be reviewed by the Manager as applicable/ITP to ensure compliance with plans and specification. The format of inspection shall be approved as a part of the documented information related to the project and shall be approved by the client/client representative as applicable. Inspection reports shall be documented as per the requirements of project quality plan/ contractual obligations or the quality management system of XXX. The site(including shop floor and locations) shall be inspected to confirm compliance with the day to day works requirements as per the ITP. If any deviation or defect found same shall be reported and no works shall be preceded without written approval of the QA/QC /consultant to resume the works.

7.6.4.2 Daily Inspection report
A Daily report shall be completed by each Supervisor/Engineer. These reports shall be reviewed and complied by the Section Manager and will be constitute part of the projects Quality Documents to be kept in Projects file. The daily report from each Supervisor/Engineer shall include but not limited to the following items:

• Quantities of works performed under their inspection
• Site conditions
• Usual or unsatisfactory conditions;
• Delays encountered;
• Equipment, plant, methods used
• Numbers of workers deployed;
• Test performed to satisfy quality control, and as samples taken,;
• Weather conditions and effect on the works and
• Day works records

8.0 Operations

8.1 Quality Planning and Control

XXX shall determine the procedures, documentation, records and resources required to ensure that his product meets the customer requirements.
8.1.1 Types of Quality Control
One of the most important tasks is quality control while execution of the works is technical quality control. It has to be ensured that materials delivered to site have met the technical requirements in the contract specification. There are four (4) types of quality control, which are described was below:
8.1.1.1 Process Control Methods
Process Control Method control is usually carried out initially prior to the execution of the work, where the processes required ensuring the quality and compliance are maintained. This is usually done by the section manager and the engineering reviewing the contractual requirements and preparations of Quality documents, this include Project Quality Plan, Work Instructions, method Statements, Inspection test Plans, QA/QC plan , etc as applicable. All the process documents shall be approved for use prior to the work initiation, where applicable approval from the Client/Client representative as well.
8.1.1.2 Materials Control Methods
Material Control Methods are done for all incoming materials used in the project, all incoming materials shall be reviewed and inspected as per the approve ITP prior to use in the work shop. Records of inspection and approval shall be maintained by the Engineers.
8.1.1.3 Production Control Methods
Production Control methods is usually carried out by the Consultant’s filed staffs whose job it is to be on the site and supervise the contractor during executing the works. At the same time the field staff will perform simple measurements, such as the recording of the thickness of fill layers, the temperature of asphalt materials and the slump of cement concrete.
8.1.1.4 Final product Control Methods
End-result control includes field tests e.g. control of the evenness of completed pavement layers and laboratory tests. E.g. Marshall tests, on asphaltic materials. Other tests are a combination of field and laboratory test as per the requirement of Qatar Construction Specification. End results control is carried out by laboratory technicians, and most of the work consists of laboratory tests.

8.2 Customer communication

8.2.1 Customer Satisfaction:
Customer feedback is collected and analyzed regularly using customer satisfaction and survey forms by the respective section managers once in six (6) months or upon completion of the project. MR reviews the external communication performance periodically through surveys (Customer Satisfaction Survey – QF 018) and ensures that appropriate actions are taken to address the concerns expressed.

8.2.2 Customer Complaints:

• The Management Representative shall log all customer complaints in the Customer Complaint Register.
• Any individual in the organization, who identifies a customer’s complaint whether verbal or written, shall communicate the same to the section heads and the Management Representative for investigation.
• The Management Representative shall study the complaints and necessary corrective action shall be taken in consultation with the section managers and staff as appropriate.
• Details of actions taken on the complaint shall be registered in the Customer complaint register. Complaints shall be registered only when the complaint is serious or is a repeating type of complaint.
• Corrective measures taken to prevent such situations in future will be intimated to customer.

8.3 Contract Review

XXX shall have a system in place to ensure that contract requirements are reviewed and incorporated into the work. The Fabricator shall ensure that the necessary expertise, personnel, equipment, and plant resources are available to meet the contract requirements. The Fabricator shall ensure that all additions and revisions to contract requirements are duly communicated to the necessary personnel, and incorporated into the work.

8.4 Design and Development

The design engineer prepares the design and development plan as per products requirements received from the customers. The plan consist of stages required for the design and developments, review verification, and validation appropriately to each stages and responsibility of design and development stages also the raw materials requirements, specification, volume, of raw materials, quality sources etc. Details of products, characteristic, handling, storage and preservation and installation instruction shall be prepared. Review of all stages during design and development is carried out, and status of review is documented on the suitable reports as per the nature of design. The review results are discussed with Production Engineer and communicate with Customers for the verification. As necessary meeting shall be arranged with all the parties and discussion output is recorded in Minutes of Meeting (QF 004) and documented. Such minutes also shall be constituent of contract. Basically, during design stages, new identified techniques and methods which will be integrated for the products designing and production process shall be taken approval from General Manager. Validation of design stages is carried out, and documented, same will be part of quality records. The testing requirements of each process during the production period are also identified (design stages). Prior to finalize the design, same is submitted to production engineer for his review and comments and final approval from General Manager. Following information shall contain in the design:

• Designed by (Name, Signature and Date)
• Reviewed by (Name, Signature and Date)
• Approved by (Name, Signature and Date)
• Title of the project
• Product Code, name and dimensions, volume
• Revision date & status
• Final approval

The design is submitted to the customer for their approval prior to proceed for the production, The Design Review and Approval Form (QF 027) shall be the control documents for the transmittal and obtaining approval.

8.5 Control of externally provided products and services

8.5.1 General
All the materials proposed to use for the projects shall be approved first. XXX- ABC shall submit materials submittal along with company prequalification initially and materials have been classified as below:

8.5.2 Identification of external providers (Evaluation and approving)
The new external providers are identified as a result of the requirements from the process owner through an evaluation process involving the Purchasing In-charge. Potential external providers are evaluated on the basis of the following criteria:

• Price,
• Quality of Service/Product (based on samples and quality assurance records.
• Terms and Conditions (Contractual terms including financial)
• Location of providers,
• Market Reputation of the providers and products/services
• Communication,
• Technical Capability (In terms of services or product after sales service)
• Environmental impacts
• OHS hazards
• Any others,

The purchase in charge shall evaluate the external providers based on these criteria in the New External provider Evaluation Form (QF 015). If the external provider attains more than 60% score in the evaluation criteria, they shall be approved and listed as Approved External providers. Records of evaluation shall be maintained by the Purchase in charge. In case of sole external providers and having a score less than 60%, then prior approval from the management has to be attained for approving and listing in the Approved External provider List. All existing external providers are maintained as approved external providers and maintained in the Approved External Provider List (QF008). Once they have entered into the list, they shall be evaluated once in a year for re-approval (Re-evaluation).

8.5.3 Re – Evaluation Criteria:

All the external providers shall be evaluated every year in order to measure and monitor their performances. The re-evaluation shall be based on the following criteria

• Delivery performance,
• After sales services,
• Quality of service/Product
• Technical performance or after sales services e of Service)
• Communication,
• Environment impacts
• Occupational health and safety
• Any other (if any)

The Re-evaluation of the external providers is recorded in the external provider re- evaluation form (QF 18). All external providers’ performances are documented and discussed in the management review. The minimum scoring required by an external provider in re-evaluation is set as 70%. Where the external provider has failed to meet the required score, actions shall be taken in discussion with the process owners and top management in the management review meeting. All the records of evaluations shall be maintained by the purchase in charge.

8.5.4 Approved External provider List

External providers who are selected are enlisted on an Approved External provider List (QF 008), which is controlled by the document controller and are available with the Purchasing In charge. The General Manager – ABC approves additions and deletions to this list.

8.5.5 Outsourced activities:

Where it is essential to outsource activities that are performed by the company, the external providers of such activities are also identified and selected in a similar manner. The list of such companies or agencies to which activities are outsourced, is also maintained in the same manner using the approved external provider list. In all cases, where found that the external provider is not performing or not delivering the desired results, a corrective action request will be issued through a Non Compliance Form (QF 007). The number of NCR’s issued to the external provider shall be also be used as a criterion during their re-evaluation.

8.5.6 Requisitions & Purchase order
Any purchases within QR. 3,000.00 shall be purchased from petty cash upon approval of Petty Cash Request (QF 006) from the General Manager; the documents are documented by requester under his custody for petty cash. All requirements for credit purchasing or above than QR. 3,000.00 cash are documented on a Material Requisition Slip (QF 001) and the result of all discussions and negotiations are documented. The final document Local Purchase Order (QF 003) for credit purchase that is reviewed and signed for adequacy and after ensuring that all relevant details are communicated adequately to the external provider (Janitorial purchases are also made similarly).
The General Manager – ABC or his appointed deputy approves the Local Purchase Order (QF003)
Purchasing of assets shall be upon approval of the Group Commercial Manager with comparative evaluation of three (3) proposals from different external providers as far as possible. If three external providers are not identified for required assets, justification shall be documented for the reason of not having three external providers. The comparative reports shall be prepared on External Provider Canvass Form (QF 006).

8.5.7 Inspections

The purchased material is inspected by the stores in-charge or his deputy (if required). The inspection is documented using Inspection report (QF004). Prior to use in the process, the requisitioned personnel or the department Head/In-Charge acknowledges the conformance of the product on the Inspection Report (QRF004) In case of any problems identified with regard to quality, quantity, damage, etc. the same is communicated to the Management Representative who initiates the corrective actions, insurance processes, claims etc. as required. He also records the problem to take Corrective action in Non-Compliance Report QF007.

8.5.8 Type and extent of control for externally provided processes, products & services

The organization shall ensure the adequacy of requirements to be maintained by the external providers prior to their communication to the external providers. The type and extend of the controls to be applied to the external providers shall be documented in the List of Externally provided Processes, Products & Services . The controls applied shall consider the potential impact of the externally provided providers not able to meet the organizations ability to consistently deliver conforming products (including environmental and OHS requirements) and services to its customers. The purchase in charge along with the process owners shall ensure that the external providers shall

• Remain within the control of the Quality management system
• Provide outputs that meets the QMS requirements and are within the tolerance limits of the controls applied.

8.6 Performance of Quality Control

8.6.1 Testing Facilities
Based on the contract, XXX – ABC shall establish a site Laboratory as per the client requirements. The required testing facility shall be made available i.e.

• All testing equipments shall be available
• All testing equipments shall be valid, calibrated and qualified,
• Qualified laboratory technician shall be deployed.
• Test reports shall be prepared on the Standard reports format

Any special testing facility not available in the site laboratory shall be taken to independent laboratory office. XXX – ABC shall always allow access to the testing activities if client/consultant would like to witness the testing.

8.6.2 Test Specification:
Specification usually describes test methods by referring to standards methods. Qatar Construction Specification has described the testing procedures to be followed ASTM, BS and CML same shall be followed.

8.6.3 Testing Frequency:
The frequency of the testing is usually laid down by the consultant at the beginning of a project and generally related to the project specifications. A testing plan giving the test frequency standards acceptance criteria and third party laboratory for the testing shall be prepared and submitted to the Client/consultant for the approval.

8.6.4 End – Result control
The frequency of end – result control depends on the quality parameters that are to be checked. Parameters which can vary considerably are continuously controlled. i.e. the binder content, stiffness of asphalt materials and the compaction of asphalt course. As regards regulating laboratory tests the specification usually determines the number of test. When the works are started and in cases where difficulties as regards compliance with quality requirements are encountered, laboratory testing shall normally be intensified.

8.6.5 Reporting of Test result
Test results shall be recorded systematically in the specified format, which is signed by be testing authority and approved by head of Quality Control Department. The formats are designed by the Third Party laboratory who is representing as sub contractor or XXX – ABC.

8.6.6 Interpretation of Test Results
The Test results shall be plotted on a graph sheet showing the dates/sample numbers, type of materials, method of sampling, Test method, test date. The minimum and maximum criteria are set on the graphs; also the results are show in the table format. Any reports results falls out of criteria, the process shall be stopped. And a thought investigation made to the entire process, and the cause for faulty performance determined. Suitable remedial action shall be immediately taken and process brought under control.

8.6.7 Monitoring of Quality Control
Third party laboratory has designed also to take care of the quality control requirements but still the quality control engineer has authority and responsibility for monitoring the use of quality control system and ensuring that the procedures has been implemented, and achieved, any changes required in the sampling method, testing procedures and reporting, shall be discussed with clients/consultant and incorporated the requirements.
The Quality Control Engineer shall be responsible for the following:
a. Sampling and supervise the testing
b. Measurements and analyze the reports

8.6.8 Site laboratory
The site testing laboratory, including all furniture, testing equipment and apparatus as required by the Specifications shall be provided and maintained together with all provision of all necessary utilities (Electricity, water and drainage). The design and layout of the laboratory shall be provided to client/consultant engineer for their approval if required. The Site laboratory shall be equipped with basic required testing equipments and qualified lab technician, under supervision of QA/QC Engineer. Testing equipments are approved and calibrated by authorized agent in Qatar. Periodic maintenance is carried out necessary, special precautions are applied to avoid unnecessary adjustment and kept damage free. Testing procedures guidance shall be available to be followed by the technician. Also the all office equipments and stationary shall be available to print the reports. Testing which are not possible to carry-out in the site laboratory shall be forwarded to main office. The subcontracted third party laboratory shall provide site laboratory and all resources; however the control and morning of their activities shall liaise on QA/QC Engineer.

8.6.9 Third party testing laboratory
XXX- ABC shall appoint a third party laboratory approved by Public Works authorities of Qatar and Qatar General Organization for Standards and Metrology as subcontractor to carry out the testing activities at site. However XXX undertakes full responsibility to provide quality assurance and have full control on the subcontractor’s activities to meet the entire satisfaction of the Client/Consultant engineer and meet the specifications and standards. Their prequalification shall be submitted prior to deploy them for this task.

8.6.10 Testing and Preparing Test reports
Most of the test shall be carried out at subcontractor’s laboratory; the rest reports are prepared, documented and submitted to QA/QC Engineer. Consultant/Client shall have always access to visit and witness the tests. Reports are reviewed and submitted after complete all testing procedures. A copy of reports shall be documented and kept in the projects file. All the reports shall be retained for a period even after finished the guarantee period of the project or such similar manner considering the project time.

8.7 Control of Non-conforming products and works

Any materials not conforming to the relevant standards and projects specifications shall be removed from the site with approval and documented records. The work not satisfying the required project standards and specification and rejection of Client/Consultant engineer also shall me subject to remedial action with proper approval of rectification works as same. The identified nonconforming products are removed so that it will not get mixed up with other products. In the case of products where the defects are identified after delivery, it is identified and recalled, where applicable or necessary actions are done based on the level of the deviation. Only the General Manager can recall products delivered to the client.

Identification of nonconforming outputs (products/services) – Incoming Materials/Services:
It is the responsibility of the ZZZ manager to ensure that adequate processes and persons are maintained for inspections of Incoming materials (Raw Materials/equipment) to ensure that Nonconforming outputs (products and services) are not incorporated in the system. In case of identification of any, ZZZ’s manager shall ensure that corrective action is taken as per the procedure for corrective action

Identification of Nonconforming outputs – during service delivery/after service delivery:
It shall be the responsibility of the respective manager to ensure that adequate processes and persons are maintained for inspections of production/service to ensure that Nonconforming services are not produced and maintained. It shall be the responsibility of the respective manager to ensure that adequate processes and persons are maintained for inspections of final products to ensure that Nonconforming services are not sent to clients, this shall be done through various tests done in the laboratory. Customer complaints regarding non-conforming products are recorded in the customer complaint register and proceeded with corrective action, investigate the complaints and take necessary action to satisfy the customers.

Actions taken for Nonconformities:
Whenever the products/services delivered to customers are identified under Nonconforming products/outputs, a Noncompliance Report is initiated by the Process Owner.
In consultation with all the responsible functions, the process owners shall deal with nonconformities in one of the following ways

• Correction
• Segregation, containment, return or suspension of provision of products or service
• Informing the Customer
• Obtaining authorization for acceptance under concession

In case of Incoming materials Raw materials/equipment) details of nonconformity are informed to external providers for taking necessary actions and review of the “Controls applied for externally provided services’ shall be done by the process Owners and Management Representative In case of products delivered (finished products) details of nonconformity are shared with the responsible team/processes for taking necessary actions and details of actions are recorded in the Non Compliance Report QF 007.
The Non-compliance Report shall have as a minimum the following requirements

• The description of the Nonconformity
• The description of the action taken
• The description of any concession if given
• Identifies the authority deciding the action in respect to the Nonconformity.

9.0 Performance Evaluation

9.1 Analysis of Data

Management Representative reviews the data collected like customer complaints and identifies the statistical techniques for establishing, controlling and verifying process capability, product characteristics. As soon as suitable technique is identified, it is used in the relevant area. The analysis of data provides information relating to;

• Customer satisfaction
• Customer Complaints
• Self – Assessment
• Audit Results
• Conformity to product requirements.
• Nonconformities and product failures identified after delivery or use, provided the product or documented evidence is available to facilitate the determination of the cause
• Characteristics and trends of process and products including opportunities for preventive action.
• Suppliers Performance
• Information on Quality objectives

Corrective actions taken are to ensure their effective. The Data Analysis record is maintained. The data from the above is analyzed periodically (at least once in 3 months) and statistical report is prepared and submitted to the top management (CHAIRMAN) for information and necessary follow-up for the corrective action and continual improvement of the system/area. Summary of the statistical analysis is produced in the Management Review Meeting.

9.2 Internal Audit

9.2.1 Internal audit planning:
The MR shall prepare the plan for Internal Audit once in a year and document in the Audit Plan (QF 009). Planning shall cover all areas of activities covered by the QMS. The MR shall ensure that there are at least two internal audits done in year and that all the processes are covered at least once in a year.
In case of any rescheduling or revising of audit plan, it is circulated to all concerned. After completion of audit, the management representative shall update the Audit Plan (QF 009).
Trained internal auditors who are independent of the process being audited shall conduct the internal audit or any third party external providers shall be subcontracted to carryout Internal Audit.
The management representative shall maintain a list of trained auditors (QF 010).

9.2.2 Qualification and training to internal auditors:
Internal audit is undertaken by qualified auditors. The management shall arrange recognized training course in the respective standards from external and qualified external providers to train the internal auditors.
Note: Minimum three audits should be attended with qualified auditor to be an internal auditor.
The MR shall also maintain qualified external providers as internal auditors (Records of training shall be maintained). The approval processes shall be as per the procedure for control of externally provided services (PR 008).
The MR shall ensure that the auditors shall have independency of the audit and does not audit own process.

9.2.3 Scheduling of audit:
The MR shall determine the scope of the audit based on the requirement of the QMS and need to adequacy and improvement prior to the communication of the audit programme. The scope of the audit shall be documented in the QMS Audit Programme (QF 034)

• Previous audit results/ findings
• Responsibility and authorities of auditees
• Integrated management system Plan and standard operating procedures
• Other documentation underQMS
• Records of the concerned auditees department
• Processes and their inter-relationships
• Effectiveness of processes
• Improvement requirements and opportunities
• Working environment
• Corrective action opportunities
• Changes affecting the organization
• Environmental importance of processes
• Risks/ opportunities & effectiveness of action taken (where applicable)
• Internal/ external issues

Auditor shall carry out the audit activity within the scope and exercise the objectivity of the audit.

9.2.4 Auditing and reporting

The selected auditors shall perform the internal audit as per the scope of the audit and shall record the objective evidence of audit findings in Audit Observation Sheet QF011).
After completion of the audit, the auditor(s) shall discuss with the auditee section head all findings and categorize the findings based on the objective evidence collected and audit criteria.
All the findings (both positive and negative) shall be reported through the Audit Observation Sheet (QF011) or the subcontractor’s Audit Reports. Negative findings and Observations shall be written down in Non-compliance Report (NCR) (QF007). All NCR’s shall be forwarded to the respective section heads (process owners) to take corrective action and follow up.
The Auditor/ MR shall ensure that the results of the internal audit are reported to the respective Management.
Note: The MR can where applicable request the external providers (internal auditors) to document the audit findings XXX’s format or external providers format as deemed most appropriate.
Audit finding shall be categorized into the following criteria

No.	Category	Descriptions of criteria
1	Major	Major Lapse /breakdown in the system which may affect customer requirements/product requirements Documented procedure/process not followed completely. Legal requirements  not complied to with severe legal liabilities
2	Minor	Minor lapse/ breakdown  in the system which may affect customer requirements/product requirements Documented procedure/process not followed occasionally Legal requirements  not complied but without any legal liabilities
3	Observations	No breakdown in the system yet but possibility of breaking down sooner or later
4	OFI (Opportunity for Improvement)	Best practices which could be used for improvement of the process or product Positive Improvement  identified in the process/product Suggestions in the system which may benefit the process/product in terms of time, cost or quality.

The section head (process owner) shall write down the corrective action, proposed completion dates and put their signatures in consultation with management representative.

The management representative shall follow up on the corrective action and verify it prior to close out. NCR shall be closed out giving priority, based on its complexity and time required but not later than next audit. 

1. Follow up and analysis activities

The proposed close out dates of the corrective actions  are agreed upon with the auditee by the MR. Follow-up audit is conducted by the auditors designated by the MR at specified target dates/planned audit in the report and write the follow-up comments in the Non-compliance Report (IMSF007).

The effectiveness of corrective action is reviewed by the auditor within the specified period and is documented in the Non-compliance Report (IMSF007). The MR/auditor shall ensure that where it is related to OHS, the relevant process owners have communicated, consulted and have effectively engaged participation of workers for identification of root cause.

The Non-compliance Report (IMSF007) is closed by the person who initiated the report or management representative only when corrective action is implemented and effectiveness results achieved. Non-conformities raised in the areas where the Management Representative is responsible for the activity have to be closed out by the General Manager/external Auditor.

The MR shall discuss the trends of corrective actions and non-conformances found audit and status in the management review meeting for any further improvement.

1.2         Management Review

Management review meetings are conducted at least once in a year and where possible it shall be conducted twice in a year. The MR shall notify the sections regarding the MRM through a memo.

The General Manager (GM) shall chair the MRM. The members of this meeting shall be:

• General Manager – Roads & Maintenance Division
• Assistant Manager – Roads  and Maintenance Division
• Management Representative (MR)
• Document controller (DC)
• All section heads
• Any other special invitee

The members submit the input summary data (IMSF003) and LOG Sheet (Objective) IMSF022 to the Management Representative or General Manager- ABCwho ensure that input summary submitted is adequately addressed. In case of the absence of any of members an alternate representative will be deputed and the member shall notify the MR or GM in writing.

Based on the input submitted, management review meeting is conducted and the General Manager review effectiveness of the entire IMS system and record his comment.

The MR prepares minutes of meeting (IMSF004) including any corrective actions identified, person responsible for implementation and target date for its completion are recorded in minutes of meeting.

The MR monitors the implementation of actions initiated in a meeting and provides the details by including as input for the next management review meeting.

The MR maintains the records of MRM.

10. Improvement

The General Manager – XYZ Division, Management Representative and the respective section managers identify the areas for improvement based on the Quality policy and objective of the company. The areas of improvement shall also be based on:

• Corrective action reports
• Management review meeting output
• Audit reports
• Analysis of data
• Risk assessment study
• Legal identification and compliance evaluation

Respective section manager shall make prioritized action plan for the areas of continual Improvement and the same shall be followed to complete the assignment in time. Respective section managers shall sum-up the benefits that has been achieved by adapting the continual improvement assignment and the same shall be presented to the management during Management Review Meetings.The continual improvement shall be identified in all areas of operation and every effort shall be taken to ensure that the continual improvement is on continual basis. The Management Representative shall sum-up all the areas of improvement and shall document the same in Continual Improvement Projects Plan Form (QF 014) received from all the sections prior to the management review meeting