1. finance
2. accounting and auditing

SYSTEM MANUAL
INTEGRATED MANAGEMENT
SYSTEM MANUAL
INTEGRATED MANAGEMENT SYSTEM (IMS)
MANUAL
AMENDMENT STATUS
Rev No.
Date
Pages
1
May 99
1 to 25, App A, B
2
Feb 03
12 to 8, 11,12, 24 to 26
3
Nov 09
1 to 21, App A,B,C,D
4
Mar 14
Page 1 to 24, A - D
Amendments Made / Comments
Authorised
Issued for use
Changes made to conform to ISO 9001:2000
Changed to suit new ISO 9001:2008 format and the requirements
of AS4801 and ISO14001
Update to new Systems Manual template, changed “IMS Manager”
to “HSEQ Manager”
Ken Chong
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SYSTEM MANUAL
TABLE OF CONTENTS
1.
INTRODUCTION
4
2.
PURPOSE & SCOPE
4
2.1.
PURPOSE
4
2.2.
SCOPE
4
3.
EXPLANATORY NOTES
4
3.1.
REFERENCES
4
3.2.
DEFINITIONS
5
4.
DOCUMENTATION OF MANAGEMENT SYSTEMS
5
4.1.
GENERAL REQUIREMENTS
5
4.2.
MANAGEMENT SYSTEM STRUCTURE
5
4.3.
INTERACTION BETWEEN PROCESSES
7
4.4.
EXCLUSIONS FROM THE SCOPE OF THE MANAGEMENT SYSTEM
8
4.5.
MANAGEMENT POLICIES
8
4.6.
CONTROL OF DOCUMENTS
8
4.7.
CONTROL OF RECORDS
8
5.
MANAGEMENT RESPONSIBILITIES
8
5.1.
MANAGEMENT COMMITMENT
8
5.2.
CUSTOMER FOCUS
8
5.3.
MANAGEMENT POLICIES
9
5.4.
PLANNING
9
5.4.1.
Management Objectives and Targets
9
5.4.2.
Management System Planning
9
5.4.3.
Legal & Other Requirements
9
5.5.
RESPONSIBILITY, AUTHORITY AND COMMUNICATION
9
5.5.1.
Responsibilities and Authorities
9
5.5.2.
Management Representative
9
5.5.3.
Internal Communication
10
5.5.4.
Customer Communication
10
5.6.
6.
MANAGEMENT REVIEW
11
COMPETENCY, TRAINING AND INDUCTION
11
6.1.
PROVISION OF RESOURCES
11
6.2.
TRAINING
11
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6.3.
INDUCTIONS
11
6.4.
WORK ENVIRONMENT AND AMENITIES
11
7.
MANAGING CONSTRUCTION
7.1.
12
PLANNING
12
7.1.1.
Project Management Plan
12
7.1.2.
Project Safety Plan
12
7.1.3.
Environmental Management Plan
12
7.2.
PROJECT REQUIREMENTS
13
7.2.1.
Product Requirements
13
7.2.2.
Process Control
13
7.2.3.
Identification and Traceability
13
7.2.4.
Customer Property
13
7.3.
DESIGN AND DEVELOPMENT
14
7.4.
PURCHASING
14
7.4.1.
Purchasing Process and Information
14
7.4.2.
Verification of Purchased Products
14
7.5.
CONTROL OF HAZARDS, INCIDENTS AND EMERGENCIES
14
7.5.1.
Hazard Identification, Risk Assessment and Control
14
7.5.2.
Incident Reporting
14
7.5.3.
Emergency Procedures
14
7.6.
8.
CONTROL OF MEASURING & TEST EQUIPMENT
14
MEASUREMENT, ANALYSIS AND IMPROVEMENT
14
8.1.
GENERAL
14
8.2.
MONITORING & MEASUREMENT
15
8.2.1.
Customer Satisfaction
15
8.2.2.
Systems Audits
15
8.2.3.
Monitoring and Measurement
15
8.3.
CONTROL OF NON-CONFORMANCES
16
8.4.
ANALYSIS OF DATA
16
8.5.
IMPROVEMENT
16
9.
8.5.1.
Continual Improvement
16
8.5.2.
Corrective & Preventive Action
16
APPENDICES
17
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1.0
INTRODUCTION
Austral Construction Pty Ltd’s Management Systems have been developed to provide information and
proforma documents for Company’s staff in order to standardize methods of work and documentation to be
used across the Company in all projects.
Proper use of these Management Systems will achieve two goals.
Firstly, it will enable Austral Construction Pty Ltd staff to avoid duplication and be able to work with a
consistent approach by adopting standardized procedures and using common forms.
Secondly, it will provide documentary evidence to our Customers that Austral Construction Pty Ltd has and
Integrated Management System (IMS) in place to control our Project management and administration
processes and to meet Customer’s, Statutory and Legal requirements in all the projects that are carried out on
their behalf.
2.0
PURPOSE & SCOPE
2.1
PURPOSE
This IMS Manual for Austral Construction Pty Ltd. describes the Company's Management Systems for
establishing and implementing Quality Assurance, Health and Safety and Environmental controls in their core
business.
The documentation of this Systems Manual is based primarily on the format set by the International Standard,
AS/NZS ISO 9001:2008 for Quality Systems. The Occupational Health and Safety and Environmental
Management aspects are incorporated into this Manual where applicable.
2.2
SCOPE
The Management Systems outlined in this IMS Manual is aimed primarily at achieving the following objectives
during all construction processes:

planning and documentation of the works to clearly define the method of work prior to execution in
order to prevent or minimise mistakes, incidents and accidents;

detection of nonconformances (see Section 3.2 DEFINITIONS) and their resolution; and

implementation of actions necessary to achieve continual improvements of the Company’s work
processes.
3.0
EXPLANATORY NOTES
3.1
REFERENCES
The following references are used in the formulation of this Manual:
AS/NZS ISO 9001:20080
AS/NZS 4801:2001
AS/NZS ISO 14001:2004
AS/NZS ISO 9000:2000
HB 90.3:2000
Quality Management Systems – Requirements
Occupational Health and Safety Management Systems – Specification with
Guidance For Use.
Environmental Management Systems - Requirements
Quality Management Systems – Fundamentals and Vocabulary
The Construction Industry – Guide to ISO 9001:2000
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3.2
DEFINITIONS
In addition to the definitions given in AS 9000 and HB 90.3, the following definitions apply for the purpose of
this Manual:
The Company:
Austral Construction Pty Ltd
Product/Service:
Material produced or service provided by the Company as a result of project
activities.
Customer:
Recipient of a product or service provided by the Company.
Contract:
A written or verbal agreement between the Company and the Customer, in which the
Company undertakes to provide a product or service to the Customer in return for an
agreed remuneration.
Project:
An activity or series of related activities performed to achieve defined contract
objectives.
Non-Conformance:
Non-fulfilment of a specified requirement (also called nonconformity).
High Risk
Construction Work that is prescribed by regulation 5.1.3 of the OHS Regulations
Construction Work:
2007 (Vic).
IMS:
Integrated Management System
4.0
4.1
DOCUMENTATION OF MANAGEMENT SYSTEMS
GENERAL REQUIREMENTS
This Management System is documented and implemented to:




Identify the processes needed to properly manage the Company’s work activities;
Ensure the availability of adequate resources to support and monitor its work activities;
Monitor, measure and analyse these activities;
Implement actions to continually improve these activities.
4.2
MANAGEMENT SYSTEM STRUCTURE
The Management System documents described in this Manual have been designed to follow the requirements
of the following Standards:



AS/NZS ISO 9001:2008
AS/NZS 4801:2001
AS/NZS ISO 14001:2004
for Use
Quality Management Systems - Requirements
OHS Management Systems-Specification with Requirements for Use
Environmental Management Systems – Requirements with Guidance
There are three key documents which form the entire Management System documentation. These are shown
as follows:
IMS Manual:
sets out how the Company will comply with the requirements of ISO 9001,
AS 4801, ISO 14001.
System Procedures:
to satisfy the System Elements prescribed in ISO 9001 for Quality
Management, AS 4801 for OHS Management and ISO 14001 for
Environmental Management.
A listing of all System Procedures is shown in Appendix A of this Manual.
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Site Specific Documents:
Project Management Plans which include Inspection & Test Plans, Method
Statements and Verification Checklists, Project Safety Plan, Construction
Environmental Management Plan and associated records
The Management Systems Structure is summarised pictorially as follows:
CORPORATE MANAGEMENT SYSTEM
Integrated
Management
System
Manual
System
Procedures
Manual
Quality, OHS &
Environmental Procedures
Makes references to
System Procedures
PROJECT SPECIFIC DOCUMENTATION
Project
Management Plan
Other Plans & Procedures
(eg Traffic Mgt Plan,
Method Statements, etc)
Inspection &
Test Plans &
Checklists
Project Safety
Plan
Environmental
Management Plan
D:\AC\IMS Docs\ IMS_STR3.GFC
Nov 09
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4.3
INTERACTION BETWEEN PROCESSES
The interaction of the Company’s Core Processes are outlined below:
Customer Focus
Preventive Action
SP13-01- Control of
Non-Conformances
SP21-19 - Customer
Focus
Tender for New
Contract
Invitations to Tender
Document Control
SP05-01- Document &
Data Control
Customer Focus
Seek quotes,
estimating & Submit
Tender
SP19-01- Customer
Focus
Purchasing
SP05-01 - Purchasing
Contract Award
from Client
Customer Focus
SP19-01- Customer
Focus
Receive / Review
Contract Docs from
Customer
Training & Induction
SP18-01 Training &
Induction
Precommencement
Planning / Project Set
Up
Document Control
SP0501- Document &
Data Control
Preventive Action
SP13-01- Control of
Non-Conformances
Control of OHS issues
SP21-01 to SP21-20
Process Control
SP09-01- Process
Control
Construction
Control of EMS issues
Control of Records
SP22-01 to SP22-14
SP16-01 - Control of
Records
Progressive
Inspections, Reviews
& Reporting
System Audits
SP17-01 - System
Audits
Final Inspection,
Review &
Commissioning
Control of Records
SP16-01 - Control of
Records
Inspection & Testing
SP10-01- Inspection &
Testing
System Audits
SP17-01 - System
Audits
Control of Records
Practical Completion
System Performance
SP20-01 - System
Performance
SP16-01- Control of
Records
Non-Conformances
Management Review
Defects Liability
SP01-01 - Management
Review
System Audits
SP17-01 - System
Audits
Post Project
Performance Review
SP13-01- Control of
Non-Conformances
Final Completion
Customer Focus
SP19-01 - Customer
Focus
Corrective Action
SP13-01 - Control of
Non-Conformaning
Products
Handover to Client
AC\IMS Doc\AC_CoreP.gfc
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4.4
EXCLUSIONS FROM THE SCOPE OF THE MANAGEMENT SYSTEM
As the nature of the Company’s business involves only the management of project designs and construction,
the following requirements of the ISO 9001:2008 are excluded from the Company’s Management Systems.
The justifications are as follows:

ISO 9001: Cl. 7.5.2 - Validation of Processes for Production and Service Provision
The Company does not deal with any processes for production and service provision where the resulting
output cannot be verified by subsequent monitoring or measurement.
4.5
MANAGEMENT POLICIES
The Company Policies include the following:






Drugs and Alcohol Policy (attached as Appendix B-A),
Environmental Policy (attached as Appendix B-E),
Health & Safety Policy (attached as Appendix B-H),
Industrial Relations Policy (attached as Appendix B-I),
Equal Opportunity Policy (attached as Appendix B-O),
Quality Policy (attached as Appendix B-Q).
4.6
CONTROL OF DOCUMENTS
The Organisation Management Systems documentation shall be controlled in accordance with Procedure,
SP05-01 for “Document & Data Control”.
4.7
CONTROL OF RECORDS
The records generated by the Company’s Management Systems shall be maintained, retained and disposed
of in accordance with Procedure, SP16-01 for “Control of Records”.
5.0
MANAGEMENT RESPONSIBILITIES
5.1
MANAGEMENT COMMITMENT
The Company’s Management is committed to the implementation and maintenance of the Management
Systems and continually improve its effectiveness by:


Establishing the Company’s Policies for Quality, OHS and Environmental Management;
Ensuring that the Company Management Objectives and Targets are established, reviewed and
actioned upon where necessary, to continually improve its performance in the Management
Systems;
Ensuring that adequate resources are available for the implementation and maintenance of the
Management Systems.

5.2
CUSTOMER FOCUS
The Company’s Management is committed to ensuring that Customers’ requirements are determined and as
far as practicable, satisfied so as to enhance Customer satisfaction. This is managed through Procedure,
SP19-01 for “Customer Focus”.
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5.3
MANAGEMENT POLICIES
The Company Management shall ensure that the Policies for Quality, OHS and Environmental Management
are:

Communicated and understood within the Company through its Induction and Training process;

Displayed at prominent locations at all sites and offices; and

Reviewed regularly for their continuing suitability and relevance.
5.4
PLANNING
5.4.1
Management Objectives and Targets
The Objectives stated in the Quality, OHS and Environmental Management Policies shall be established at
relevant functions and shall be measurable in order to be used as a basis for monitoring, measuring and
where required, improving its performance in its Management Systems.
The Objectives and Targets of performance achievement will be determined, documented and analysed so
that they can be presented for review and discussion by Company Management during annual Management
Reviews and/or periodic Management meetings.
5.4.2
Management System Planning
The Company will develop the planning of its Management Systems for the satisfactory delivery of its projects
and services to its Customers via the development and implementation of Project Management Plans which
will clearly state the procedures for the processes, including as appropriate, the verification, validation,
monitoring and inspection and testing activities and the criteria for product acceptance. This is further
described in Section 7.1 of this Manual.
5.4.3
Legal & Other Requirements
The Company has implemented Procedures SP21-17 for “OHS Legal Requirements” and SP22-01 for
“Environmental Legal and Other Requirements” to identify and have access to applicable legal and other
requirements that apply to the Company’s activities. This information is kept up to date via subscriptions with
ANSTAT and/or regular updates from various organisations such as the Civil Contractors Federation and the
WorkCover Authorities in the various states where the Company carries out its activities.
5.5
RESPONSIBILITY, AUTHORITY AND COMMUNICATION
5.5.1
Responsibilities and Authorities
The Company Organisation Structure is depicted in the Company’s Organisation Chart (attached as Appendix
C). The authorities and responsibilities of each Management Officer shown on this Chart are listed in their
Responsibility Statements as Appendix D.
These responsibilities and authorities shall be communicated to all within the Company through training
sessions or meetings.
5.5.2
Management Representative
The HSEQ Manager has the authority and responsibility for:

ensuring that their respective Management Systems are established, implemented and maintained
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in accordance with the requirements of this Manual and all associated system documentation,
including project specific Project Management, Safety and Environmental Management Plans; and
reporting to the Company Directors on the performance of the IMS and particularly ,the
achievement of Management System objectives as a basis for improvement in the System;
ensuring the promotion of the awareness of the importance of meeting customer and regulatory
requirements.


If required, a Systems Representative may be appointed for a specific project to assist the Project Manager in
implementation of the Management Systems on that project.
5.5.3
Internal Communication
The Company Management shall ensure that appropriate communication processes are established in the
workplace so that personnel are:


aware of their respective duties and legal responsibilities;
aware and have understood the various hazards at their workplace that may harm them and their
environment;
adequately trained or aware on the appropriate control measures to minimise the risk of harm or
injury;
informed on the implementation and effectiveness of the Management Systems.


The consultation process between the Company and its employees is usually effected by the following means:

Staff Meetings where workplace and Safety issues are discussed between Management and
employees;
Tool Box Meetings, held on a regular basis to discuss any safety concerns, newly developed Job
Safety Analyses (JSAs) or Safe Work Method Statements (SWMSs) of Job Hazard Analyses
(JHAs), site safety hazards that have been identified, OHS news update on audits, WorkCover
Authority's Safety Alerts and any new work activities that would pose additional hazards to the
workplace;
OHS Committee Meetings (if an OHS Committee has been formed);
IMS Communication Emails (i.e. roll out of new / revised IMS information)



Communication with employees is effected via the following means:



Personnel are inducted on commencement on site on site-specific issues and all Company's
Policies and emergency procedures (refer to SP18-01 for “Training”);
Daily Prestart meetings at various sites and projects;
Regular Tool Box meetings held at each site to discuss OHS matters, concerns, alerts and any
JSA./SWMS, etc.;
Information such as WorkSafe’s Safety Soapbox Bulletins, audit results, etc., will be posted on
notice boards or mailed in a bulletin;
Safety Alerts and/or OHS newsletters are regularly issued to the sites;
Issues raised at Site Supervisors / Managers meetings or any other meetings.
5.5.4
Customer Communication



The Company will establish and implement appropriate procedures for communication with Customers with
regards to:


Product information, tenders and contracts (as per Section 7.2.1 below);
Customer feedback including Customer’s complaints. The arrangements would include the
following:
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o
o
5.6
Carry out regular Customer surveys via the phone to ascertain Customers’ perceptions of the
Company’s level of service and performance. This is managed through Procedure, SP19-01
for “Customer Focus”;
Handling of Customer’s complaints (as per Procedure SP19-01 for “Customer Focus”).
MANAGEMENT REVIEW
The Company Management shall review its Management Systems, at least once a year, to ensure their
continuing suitability, adequacy and effectiveness. This review process is described in Procedure SP01-01 for
“Management Review”.
6.0
COMPETENCY, TRAINING AND INDUCTION
6.1
PROVISION OF RESOURCES
The Company shall determine and provide adequate resources with the necessary training, skills and
experience to:


Implement and maintain its Management Systems;
Enhance Customer satisfaction by meeting Customer requirements.
Resources shall include human, infrastructure and work environment.
These resources requirements shall be determined during contract reviews (i.e. during determination of
Customers’ requirements) and Management Reviews. Ongoing resources need shall be determined and
reviewed at Management Review meetings or any other meetings as appropriate. They should also be
determined during the preparation of a Project Management Plan.
6.2
TRAINING
The Company will provide adequate personnel with the necessary training, skills and experience to carry out
work affecting quality and safety.
The process of identifying training needs, provision of training and evaluation of the effectiveness of training
provided along with the appropriate records to be maintained, is described in Procedure SP18-01 for
“Training”.
6.3
INDUCTIONS
All Site Personnel are required to undertake an Induction Process prior to the commencement of work onsite
to receive instructions and training on the following:


Awareness of and reasonable access to the Project Safety and Environmental Management Plans;
Site Safety Rules and the arrangements for managing incidents and for the coordination of health
and safety of site personnel;
Environmental awareness of any significant Environmental aspects and impacts relevant to the
Site; etc.

6.4
WORK ENVIRONMENT AND AMENITIES
The human and physical aspects of the work environment and amenities will also be reviewed at Management
Review meetings to ensure that they:
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

Conducive to working efficiently and safely;
Provide a climate where personnel are given the opportunity to maximise their potential and gain
job satisfaction and encouraged to fully participate in the implementation, maintenance and
operation of the Company’s Management Systems;
Promote an environment for social interaction, recognition and reward for achievement and
innovation.

7.0
MANAGING CONSTRUCTION
7.1
PLANNING
In planning of carrying the Company’s construction activities, the Company shall implement specific
Procedures for a specific contract / project detailing the processes, including as appropriate, the verification,
validation, monitoring and inspection and testing activities and the criteria for product acceptance.
7.1.1
Project Management Plan
A Project Management Plan (PMP) shall be prepared to show the planning process on how the Management
Systems will be applied to a Project and to assure the quality of the product and the proper management of
the Quality, OHS and Environmental issues on site.
In preparing the PMP, consideration will be given to the following activities, as appropriate, in meeting
specified requirements:

the identification and acquisition of any controls, processes, equipment, fixtures, resources and
skills that may be needed to achieve the required quality;
ensuring the compatibility of the various processes involved and the applicable documentation;
the updating, as necessary, of quality control inspection and testing techniques, including the
development of new processes and records;
the identification of any requirement that exceeds the existing capability of the Company, in
sufficient time for the needed capability to be developed/sourced/acquired;
the identification of suitable verification at appropriate stages in the construction of the project;
the clarification of standards of acceptability for all features and requirements, including those
which contain a subjective element; and/or
the identification and preparation of the required Quality records.






Depending on Customer's requirements, the Project Management Plan may be generated incrementally to
cover sequential project activities.
7.1.2
Project Safety Plan
A Project Safety Plan (PSP) shall be prepared to show the:




responsibilities of named Company Management Representatives and the employees and
subcontractors for OHS issues onsite;
arrangements for the coordination of health and safety issues of site personnel including the
identification and control of OHS risks;
arrangements for managing incidents and any emergencies;
Site Safety Rules;
records to maintained onsite to be able to verify conformance with the Project Safety Plan.
7.1.3
Environmental Management Plan

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An Environmental Management Plan (EMP) shall be prepared to show the:

responsibilities of named Company Management Representatives and the employees and
subcontractors for Environmental issues onsite;
identification and determination of Environmental aspects onsite that can have a significant impact
on the environment and applicable control measures to mitigate their effects or consequences;
arrangements for the coordination of Environmental Management matters on site including the
implementation of appropriate control measures to ameliorate any significant Environmental
impacts caused by the construction activities.


Where an site specific EMP at a project is not specified or the environmental aspects have been identified to
be not significant or of a low level of risk, a combined Health & Environmental Management Plan may be
documented for the project at the discretion of the IMS Manager (after discussions with the relevant Project
Manager).
7.2
PROJECT REQUIREMENTS
7.2.1
Product Requirements
The Company has implemented and maintained Procedure SP03-01 for “Contract Review” for the
determination and review of requirements of the product and the Customer.
Prior to the submission of a tender, the tender will be reviewed to ensure that:

contractual requirements are adequately defined and documented;

any ambiguities in the tender documents are resolved; and

The Company has the capability to meet the contractual requirements as well as any regulatory
requirements.
Prior to the acceptance of a contract, another review shall be carried out to consider any differences between
the contract and tender requirements and where evident/applicable, resolve them with the Customer. In
addition, the Company will ensure the appropriate documents are amended and relevant personnel informed
of the changed requirements.
7.2.2
Process Control
The Company will establish and implement appropriate procedures for the planning and performance of its
processes and core business under controlled conditions. These Procedures include the Quality, OHS and
Environmental Management Procedures. These are outlined in Sections 4.2 and 4.3 of this Manual.
7.2.3
Identification and Traceability
The Company shall ensure that the product and its Inspection and Test status are properly identified and
traceable in accordance with Procedure SP09-01 for “Process Control”.
7.2.4
Customer Property
The Company will exercise due care with Customer supplier property while it is under the Company’s control
by managing the verification, storage and preservation of that property as if it were purchased by the
Company.
Any product which is lost or damaged or considered unsuitable for use will be recorded and reported to the
Customer.
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7.3
DESIGN AND DEVELOPMENT
The process of Design Control is managed via the Procedures SP04-01 for “Design Control” and SP04-02 for
“Control of Outsourced Design Process”.
7.4
PURCHASING
7.4.1
Purchasing Process and Information
The Company will establish and implement appropriate procedures to ensure that purchased products
conform to specified requirements. The process of purchasing including the evaluation and selection of
suppliers shall be carried out in accordance with Procedure SP06-01 for “Purchasing”.
7.4.2
Verification of Purchased Products
The Company will carry out the necessary inspection and verification of works carried out by subcontractors
and sub-consultants in accordance with Procedures SP06-01 for “Purchasing” and SP17-01 for “System
Audits” to ensure that the product conforms to specified purchase requirements.
7.5
CONTROL OF HAZARDS, INCIDENTS AND EMERGENCIES
7.5.1
Hazard Identification, Risk Assessment and Control
The Company has implemented and maintained Procedure SP21-00 for “Risk Assessments and Hazard
Control” for the identification of hazards, risk assessment and control of all risks and hazards in order to
eliminate or reduce the likelihood of any incident or injury onsite.
Job Safety Analyses (JSA) or Safe Work Method Statements (SWMS) are documented for all High Risk
Construction Work and site personnel are inducted into these JSA / SWMS for the work that they are assigned
to carry out. (In some other state jurisdictions, these documents may also be called Job Hazard Analyses,
JHA).
7.5.2
Incident Reporting
The Company has implemented and maintained Procedure SP21-07 for “Incident Reporting” for the reporting,
investigation of all incidents onsite including near misses and the carrying out of Corrective Actions to prevent
the recurrence of the reported incidents.
7.5.3
Emergency Procedures
The Company has implemented and maintained Procedure SP21-02 for “Emergency Procedures” for the
management and control of all emergencies onsite which may include workplace injuries and emergency
evacuations.
7.6
CONTROL OF MEASURING & TEST EQUIPMENT
The Company shall ensure that any measuring and test equipment is calibrated at specified intervals, handled
and stored in a controlled manner and prevented from damage in order to be capable of providing evidence of
conformity of products and processes with prescribed requirements. This process is documented in Procedure
SP11-01 for “Calibration of Equipment”.
8.0
MEASUREMENT, ANALYSIS AND IMPROVEMENT
8.1
GENERAL
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The Company shall implement appropriate procedures for the monitoring, measurement, analysis and
improvement processes need to:


demonstrate conformity of its product and services via relevant inspection & test records;
ensure conformity of the Management System via its audit program (in accordance with Procedure
SP17-01 for “System Audits”);
continually improve the effectiveness of the Management System via its Corrective Action process
(as per Procedure, SP13-01 for “Control of Non-Conforming Products” and the regular reviews of
its Management Objectives and Targets (as per Procedure, SP01-01 for “Management Review”).

8.2
MONITORING & MEASUREMENT
8.2.1
Customer Satisfaction
As per Section 5.5.4, the Company shall carry out Customer Surveys to ascertain Customers’ perceptions on
the level of satisfaction with the Company’s performance and service.
8.2.2
Systems Audits
The Company shall implement and maintain Procedure, SP17-01 for “Systems Audits” for planning and
implementing internal audits to verify whether work activities and related results comply with planned
arrangements and to determine the effectiveness of the Management Systems. Internal audits shall also be
carried out to ensure that the Company’s IMS conforms to the requirements of ISO 9001, AS 4801 and ISO
14001.
Internal audits shall include:

audits on the Company’s Management Systems;

project based compliance audits.
Internal audits are scheduled on the basis of the significance of individual system elements and according to
the results of previous audits. All elements of the Management System shall be audited at least once per
year.
Project based compliance audits will be carried out on the basis of the status and importance of each project
activity.
Second party audits and onsite surveillance are also carried out on suppliers and subcontractors on a needs
basis to verify conformance of their products/services and on the performance of their Management Systems.
Audits will be carried out by a qualified auditor who is independent of those having direct responsibility for the
activity being audited.
The results and any deficiencies found at audits will be recorded and brought to the attention of the Section
Manager. Timely Corrective Action will be taken on any deficiencies found during the audit. Follow-up audit
activities shall verify and record the implementation and effectiveness of the Corrective Action taken.
8.2.3
Monitoring and Measurement
The monitoring and measuring of products and services are controlled and managed in accordance with
Procedure SP09-01 for “Process Control”. Records of inspection and testing including any pertinent
Inspection & Test Plans and associated Verification Checklists shall be maintained to provide evidence of
conformity, supported by monitoring and testing records.
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Where a nonconformity is discovered, it will be dealt with in accordance with Procedure, SP13-01 for “Control
of Non-Conforming Products” in taking disposition action for the resolution of the identified defect and/or
Corrective Action to prevent any recurrence of the nonconformity.
8.3
CONTROL OF NON-CONFORMANCES
The Company shall implement and maintain Procedure, SP13-01 for “Control of Non-Conforming Products” to
ensure that any product or service which does not conform to specified requirements is prevented from
unintended use or application. This control shall provide for the:

identification, documentation, evaluation, segregation (when practical) and disposition of the
nonconforming product or service. The disposition of the nonconformity include one of these
options:
o
taking action (disposition) to eliminate the detected nonconformity by rework or repair;
o
accept the nonconforming product without repair / resolution of the defect and with or
without a waiver concession by the Customer;
o
reject the product and replace with another conforming product.
notification to appropriate personnel concerned; and
clearance by the Customer, of any nonconformity where its proposed resolution involves a waiver
concession or an acceptance of the nonconformity without repair by the Customer.


Any repaired or reworked product or service will be re-inspected in accordance with documented procedures.
The description of the nonconformance that has been accepted, and of repairs, will be recorded to denote the
actual condition.
8.4
ANALYSIS OF DATA
The Company will determine, collect and analyse appropriate data to demonstrate the effectiveness of its
Management Systems and facilitate the continual improvement of these Systems.
These data will include data relating to Customer satisfaction, suppliers, product conformity and trends of
products/processes including any opportunity for Preventive Action.
8.5
IMPROVEMENT
8.5.1
Continual Improvement
The Company shall continually improve the effectiveness of its Management Systems through the use of its
Management System Policies and Objectives, audit results, Corrective / Preventive Actions and Management
Review processes.
8.5.2
Corrective & Preventive Action
The Company shall implement and maintain Procedure, SP13-01 for “Control of Non-Conforming Products” for
implementing Corrective and Preventive Action which include the following:

the effective handling of Customer complaints and/or reports of nonconforming products or
services;
investigation of the cause of nonconformities relating to a product or service, to the construction
process or to the Management Systems generally, and recording the results of the investigation;
Corrective Action needed to eliminate the cause of any nonconformities and ensuring that the
Corrective Action taken is effective.
determination of the steps needed to deal with any potential problems requiring Preventive Action;
initiation of Preventive Action and application of controls to ensure that it is effective; and




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
ensuring that relevant information about actions taken is submitted for management review.
The degree of any Corrective or Preventive Actions taken should commensurate with the magnitude of the
nonconformity and its potential risks.
All Corrective and Preventive Actions taken will be reviewed and recorded.
9.0
APPENDICES
The following documents are attached as Appendices to this Manual:
Appendix
Contents
A
Management Procedures Index
B-A
Drugs and Alcohol Policy
B-E
Environmental Policy
B-H
Health & Safety Policy
B-I
Industrial Relation Policy
B-O
Equal Opportunity Policy
B-Q
Quality Policy
C
Company Organisation Chart
D
Responsibility Statements of Management Personnel
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Appendix A
Management Procedures Index
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Appendix B-A
Drugs & Alcohol Policy
Appendix B-E
Environmental Policy
Appendix B-H
Health & Safety Policy
Appendix B-I
Industrial Relation Policy
Appendix B-O
Equal Opportunity Policy
Appendix B-Q
Quality Policy
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Appendix C
Company Organisation Chart
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Appendix D
Responsibility Statements of
Management Personnel
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