uncontrolled:

PROCEDURE MANUAL QUALITY SYSTEM ISO 9001:2008

DOCUMENT INFORMATION Booknumber: Version: Status: Release date: Document owner: Controlled/uncontrolled:

04 1.0 Final May 2010 Loggers B.V.

RELATED DOCUMENTATION Nr. 1 2 3 4 5

Documentname, version Procedure manual

Author Arjo Peters

VERSIONING Version 1.0 1.1

Type change Status change Translated

Comments Final version, booknumber 04 Final version, booknumber 04

Author Arjo Peters Arjo Peters, December 2013

MODIFICATIONS LIST Code:

Description

Date Last modifed

Policy Procedure PP1: PP2: PP3: PP4: PP5: PP6-7: PP8: PP9 PP10: PP12: PP11: BP3: BP4: VP3: VP4: Instruction

Quote processing Order processing Design control Purchase Proposal stock items Purchasing goods Warehouse Packing and delivery Invoicing Incoming goods Product development Deviating products Project-based quality plan Review suppliers Opportunities for improvement Customer satisfaction

20-02-2015 20-02-2015 20-02-2015 20-02-2015 20-02-2015 20-02-2015 20-02-2015 25-03-2015 20-02-2015 20-02-2015 20-02-2015 18-12-2013 18-12-2013 18-12-2013 18-12-2013

TABLE OF CONTENTS 1.

Preface........................................................................................................................................ 1

2.

Quote processing ........................................................................................................................ 2

3.

Order processing ........................................................................................................................ 3

4.

Design control ............................................................................................................................. 4

5.

Purchase proposal stock items ................................................................................................... 5

6.

Purchase goods .......................................................................................................................... 6

7.

Warehouse ................................................................................................................................. 7

8.

Orderpicking ............................................................................................................................... 8

9.

Packing and delivery................................................................................................................... 9

10.

Invoicing .................................................................................................................................... 10

11.

Incoming goods ........................................................................................................................ 11

12.

Deviating products .................................................................................................................... 12

13.

Product development ................................................................................................................ 13

14.

Manage computersystem ......................................................................................................... 14

15.

Management quality documents ............................................................................................... 15

16.

Project-based quality plan ........................................................................................................ 16

17.

Review suppliers ....................................................................................................................... 17

18.

Management quality registrations ............................................................................................. 18

19.

Training ..................................................................................................................................... 19

20.

Internal audits ........................................................................................................................... 20

21.

Opportunities for improvement ................................................................................................. 21

22.

Customer satisfaction ............................................................................................................... 22

23.

Management review ................................................................................................................. 23

24.

Management outlook ................................................................................................................ 24

25.

Register of forms ...................................................................................................................... 25

PROCEDURE MANUAL - QUALITY SYSTEM ISO 9001:2008

version 1.0

1. PREFACE Loggers BV is a sales organization for vibration and shock isolating components which are mainly applied in the industrial and maritime environment. The product package consists of stock items, own products, commercial products and specials. For developing specials and advice about the proper application of the stock items there will be appealed to our department projects. The organization is divided into the functional departments: office management, sales, logistics and administration, projects, product development and quality improvement. in the MT consultation all departments reports to the management. The quality system of Loggers has been prepared in analogy to the requirements stated in the Norm NEN ISO 9001:2000 except for paragraphs 7.5.2 and 7.5.4 (1) which are not applicable in our organization.

Preface

1


version 1.0

2. QUOTE PROCESSING procedure PP1 Quote and contract management

1 LOGGERS: PMS/ LST ESD (*1) Receive and tests to existing appointments according to a fixed pattern in Navision

1 receive and check existing appointments

Request from an account or prospect

2 LOGGERS: PMS/ LST ESD (*1) Registration offers and contracts in Navision 3 LOGGERS: PMS/ LST ESD (*1) Feasibility review

2 registration

3 Possible to

STOP

No

realise?

Lay off.

A

Yes

PP3

No

6 LOGGERS: PMS/ LST: ESD (*1) Outwork purchasing and OBF 7 LOGGERS: PMS/ LST: ESD: (*1) Elaborate offer

Yes

5 technical support required(*2

4 LOGGERS: PMS/ LST: ESD (*1) Review stock item or order item 5 LOGGERS: PMS/ LST: ESD (*1) Review need technical support

8 LOGGERS: PMS/ LST: ESD (*1) distribution and registration of offers

4 only stock product?

9 LOGGERS: PMS/ LST: ESD: (*1) Score orders

No

6 Work out purchasing and OBF in Navision and RFQ

Yes

Yes

technical file Form 4

7 work out offer

10 ?

10. Technical Forms meets

offer

Customer Request? No

A

8 distribution and registration Yes of offers

9. Order?

No

Registration (*1)

Procedure PP2 Order processing

Preface

LOGGERS PMS= PRODUCT MANAGER SALES LST ESD=

(*2)

EMPLOYEE SALES DEPARTMENT

CHECK AGAINST NORM VIBR. APLLICATION SHEET

2


3. ORDER PROCESSING

Procedure PP2 Order processing Order from client sales information system

1 receive registration and control

1 LOGGERS: PMS/ LST ESD (*1): Receive, control and registration of received orders

Sales information system

2 LOGGERS: PMS/ LST ESD (*1): Control of consistent with offer or fixed appointments 3 LOGGERS: PMS/ LST ESD (*1): Control of price difference due to periodic price adjustment

No

2 Accord. appointme nts

Yes

Yes

version 1.0

3 price difference periodic adjustment

No

4 Interaction client

4 LOGGERS: PMS/ LST ESD (*1) Interaction with the client 5 LOGGERS: PMS/ LST ESD (*1): Control of conformity of the product and the conditions 6 LOGGERS: PMS/ LST ESD (*1): Control of may or may not stock products 7 LOGGERS: PMS/ LST ESD (*1): Judge whether technical support is desired 8 LOGGERS: PMS/ LST ESD (*1) Elaborate specific purchase

Yes

6 only stock products

No

Yes

9 LOGGERS: PMS/ LST ESD (*1): Create order and OBF

No

Put off

T.F. desired PP3 design control

5 acceptation

Yes No

Technical file Form 4 make final

8 elaborate purchase

Sales Information system

Preface

9 make the order final now only including the OBF information

Order + OBF information

Order confirmation Form 17

PP 5 Purchase

If non-stock PP5 (*1 ) LOGGERS PMS= PRODUCT MANAGER SALES

PP 7 orderpicking

LST ESD=EMPLOYEE SALES DEPARTMENT

3


Procedure PP3 Design control

Request technical support from Navision

4. DESIGN CONTROL

1 receiving request for technical support

PDP LIST

1 MANAGER POJECTS: Receiving a request for technical support, creating a technical file 2 MANAGER POJECTS: Check for completeness of the application on the basis of an offer checklist, if not consult with the sales manager

No

2 request complete

3 Consultation with product manager sales

Yes

PDP LIST (for spec. Projects)

4 Making Design

Request technical support from Navision

version 1.0

3 MANAGER POJECTS, PRODUCT MANAGER SALES: Consultation with product sales manager about completion of the application 4 MANAGER PROJECTS: Setting up the design according to model of the technical file 5 MANAGER POJECTS: Testing design to request technical support and, if necessary, adjust the design as much as possible to the in the application requirements are complied 6 MANAGER POJECTS, PURCHASER: Apply for prices of components and labor and capturing in the technical file

5. Testing

No

Comparison Against

Request Compliance Matrix

7 MANAGER POJECTS: Request technical support with technical file return applicant

Yes

list of preferential suppliers Form. 14

6 Requests prices of components and actions

Technical file Form. 4

VTD to applicant

Preface

4


5. PURCHASE PROPOSAL STOCK ITEMS

Procedure PP4 Stock management

1 : SALES EMPLOYEE With every new stock item create order parameters in computer system.

1 With every new stock item fill in Purchase Parameters

2 PURCHASER: Continuous inventory of the computer stock On basis of the Purchase proposal 3 PURCHASER: Printing order proposals

2 continuous Purchase Proposal

3 Twice a week printing Purchase proposal

4 check Quantities Proposal

version 1.0

4 PURCHASER: Check proposal for errors.

Order proposal Form. 18

5 PURCHASER: Adjust order parameters after consulting sales departement Order Proposal Form 18 is a computer Document.

5 adjust Purchase order Parameter

PP5 purchase

Preface

5


Purchase proposal special orders summary preferred suppliers

6. PURCHASE GOODS

Procedure PP5 Purchase goods

1 PURCHASER: Check for completeness of the purchasing data

1 Check for completeness purchasing data Purchase order Form. 20

2 Make a purchase order

Written purchase order Form. 20

2 PURCHASER: Make a purchase order in the computer system 3 MANAGER AUTOM AND COMMUNICATION Authorization 4 PURCHASER: Send and archiving purchase order

3 Authorization

4 Send and archiving purchase order summary suppliers order details on receipt date

version 1.0

Copy purchase to good warehouse

5 monitoring Delivery dates

5 PURCHASER: Control confirmation supplier and control delivery time 6 PURCHASER Adjust price, delivery time, and specification on the basis of an order confirmation 7 RECEPTION ( (ASSISTANT SECRETARY)) verification of invoice versus purchase order

confirmation according to order

No

6 Price, delivery time, adjust specification on reaction of supplier

Yes

PP10 Incoming Goods

7 verification of invoice versus purchase order

End of procedure

Preface

6


7. WAREHOUSE

Procedure PP6-7 Warehouse

1 HEAD WAREHOUSE AND EXPEDITION: Check file out-to-deliver orders

1 Check file outstanding orders

Orderpicking Form

No

“Kans” form Form. 5

Yes

OBF information

4 Assembling

8 Repairable? Yes

6 Okay?

No

Yes

4 WAREHOUSE EMPLOYEE ASSEMBLY: Assembling according to the instructions on the order accompaniment form 5 WAREHOUSE EMPLOYEE ASSEMBLY: Check if the order form meets the requirements 6 WAREHOUSE EMPLOYEE ASSEMBLY: Approval? Export orders by 2nd employee

5 Check orders that are ready

OBF information

2 WAREHOUSE EMPLOYEE ASSEMBLY: Collect products 3 WAREHOUSE EMPLOYEE ASSEMBLY: Judge if OBF at product level is applicable

2 Pick Products

3 OBF on product

version 1.0

7 direct repairable

No

PP11 Products with deviations

7 WAREHOUSE EMPLOYEE ASSEMBLY: Decide if the disapproved assembly is reparable. Consult Quality Officer. 8 WAREHOUSE EMPLOYEE ASSEMBLY: Execute the restoration of the assembly or let it execute and mention it on the KANS form 9 WAREHOUSE EMPLOYEE ASSEMBLY, HEAD WAREHOUSE AND EXPEDITION: Report a finished order 10 WAREHOUSE EMPLOYEE ASSEMBLY: Prepare assembled products for packing and delivery

9 Report a finished order

10 Prepare for packing and delivery

Signed order Forms to Head Warehouse and Expedition

PP8 Packing and delivery

Preface

7


8. ORDERPICKING

Procedure PP7 orderpicking

1 Printing the Orderpicking Form

Orderpicking Form and stock administration

Orderpicking Form

2 Check Orderpicking Form (Stock)

3 Orderpicking

version 1.0

1 HEAD WAREHOUSE AND EXPEDITION: Printing the Orderpicking Form

Orderpicking Form

“KANS” form Form. 5

2 HEAD WAREHOUSE AND EXPEDITION: Check for the presence of the parts if the parts are not present, you fill in the KANS form 3 WAREHOUSE EMPLOYEE EXPEDITION: Collect goods on articlenumbers and sign it on the Orderpicking Form 4 WAREHOUSE EMPLOYEE EXPEDITION: Prepare for packing and delivery

signed Orderpicking Form to expedition

4 prepare for packing and delivery. Apply order number on shipment

PP8 Packing and delivery

Preface

8


9. PACKING AND DELIVERY

Procedure PP8 Packing and Delivery


Orderpick Form

4 Correction

Yes

No

Yes

Orderpick form

5 packing according to instruction

6 Make shipping documents

1 2nd WAREHOUSE EMPLOYEE extra control LST/EXPORT shipments

2 WAREHOUSE EMPLOYEE EXPEDITION: Deciding on approval _ disapproval 3 HEAD WAREHOUSE AND EXPEDITION: Is the deviation easily repairable?

1 Check shipments

2 Okay

version 1.0

3 Direct Correctabl e?

No

PP11 products with deviations

4 HEAD WAREHOUSE AND EXPEDITION: Execute restoration of the shipment and or arranging and fill in the KANS form 5 WAREHOUSE EMPLOYEE EXPEDITION: Packing according to instruction 6 HEAD WAREHOUSE AND EXPEDITION: Make shipping documents and report the order completed in the administration system 7 HEAD WAREHOUSE AND EXPEDITION: Announce shipment to the transporter 8 HEAD WAREHOUSE AND EXPEDITION: The shipment will be picked up or delivered 9 HEAD WAREHOUSE AND EXPEDITION, Bill of lading, purchase forms and orderpicking form to the financial administration

packing list, bill of lading, Proforma invoice

7 Announce shipment to the transporter

8 Transport

Signed Del.note or CMR

9 Bill of lading, Orderpicking Form to Warehouse administration

The end

Preface

9


version 1.0

10. INVOICING

Procedure PP9 invoicing

1 RECEPTION: Printing invoices and delivery notes of the day

1 Daily printing of invoices of delivery notes of that day

Invoice

2 RECEPTION Original invoice to the customer and invoice copy in the file 'outstanding invoices' 3 RECEPTION LOGGERS/LST: Debtor monitoring

2 original invoice to the customer, and invoice copy in the archive

File outstanding invoices Form. 6

3 debtor monitoring

4 Processing payments

File outstanding invoices

4 RECEPTION LOGGERS/LST Processing payments

registration monitoring action On List Open Invoices

File booked invoices

The end

Preface

10


version 1.0

11. INCOMING GOODS

PP10 Incoming Goods

1 HEAD WAREHOUSE AND EXPEDITION: receipt the shipment and check the bill of lading

1 receipt shipment and check deliverynote Supplier

2 HEAD WAREHOUSE AND EXPEDITION: Place the goods in the control room 3 HEAD WAREHOUSE AND EXPEDITION or QUALITY OFFICER Check the shipment in quality, quantity and dimensions

4 HEAD WAREHOUSE AND EXPEDITION: Book in the stock

2 Place the goods in the control room or locations Incoming goods Copy purchase order information Delivery note supplier

5 WAREHOUSE EMPLOYEE EXPEDITION: Place it in the stock and lable it with an articlenumber

3 Check Acceptation shipment

No

Okay?

PP11 Goods with a deviation

Yes

4 Enter incoming quantities in the stock-Purchase administration

Copy purchase order to the warehouse administration

5 Place it in the stock and lable with articlenumber

End procedure

Preface

11


Procedure PP11 Deviating products

version 1.0

12. DEVIATING PRODUCTS 1 HEAD WAREHOUSE AND EXPEDITION: Is the deviation easy to fix by yourself?

1 Easily correct by yourself

Yes

Return relevant process

3 inform Head of Department or Quality Officer

4 To be Solved?

2 solving and note on “KANS” form Form. 5

3 HEAD WAREHOUSE AND EXPEDITION: No, inform and consult with the head of department 4 QUALITY OFFICER Can the deviation be corrected, than correct it and make a note on the KANS form 5 HEAD WAREHOUSE AND EXPEDITION: Identification of the product with a block label 6 MANAGER PROJECTS Determine follow-up action and responsible

Yes

7 QUALITY OFFICER: Execute actions 8 QUALITY OFFICER: Register the observed deviation and the settlement

No

5 Identify product with Block (Red) label /marking

6 Determine follow-up action on the responsible

2 HEAD WAREHOUSE AND EXPEDITION: Yes, solve and register on the KANS form

9 EVERYONE: Inform the quality manager by “KANS” form

“KANS” form and rejection report

7 Execute actions

8 Register handling

KANS form Form. 5


9 Inform quality manager

Procedure VP4 Opportunities for improvement Preface

12


version 1.0

13. PRODUCT DEVELOPMENT

1 Observation of the need for development

1 MANAGMENT TEAM. Observation of the need for development 2 MANAGER PROJECTS, PRODUCT DEVELOPER, PRODUCT MANAGER SALES: Drafting of technical And related requirements

2 Drafting of technical And related requirements

3 PRODUCT DEVELOPER: The design of the possible solution

3 The preliminary design of the possible solution/product

4 PRODUCT MANAGER SALES, PRODUCT DEVELOPER, MANAGER PROJECTS: Testing the roughly design solution to the requirements

Not Ok

4 Comparison of the preliminary design solution to the requirements (Compliance Matrix) Ok

5 Detailed elaboration of Solution/Product

Ok

6 Comparison of the detail solution to the requirements (Compliance Matrix)

Not Ok

5 PRODUCT DEVELOPER: Detail elaboration solution 6 MANAGER PROJECTS. Testing the roughly solution to the requirements 7 PRODUCT DEVELOPER, HEAD WAREHOUSE AND EXPEDITION: Preparation production 8 PRODUCT DEVELOPER, HEAD WAREHOUSE AND EXPEDITION: Testing production to package of requirements and own specification 9 MANAGER PROJECTS/PRODUCT Release production

oK

7 preparation production and / or 0-series

8 Production and / comparison or 0- series to package of requirements and own specifications (Compliance Matrix)

9 Release production

Preface

13


version 1.0

14. MANAGE COMPUTERSYSTEM

Procedure BP1 Manage computersystem

1 MAN. AUTOMATION AND COMMUNICATION: Make a backup on a daily basis

Central Computersystem

1 Make a backup on a daily basis

2 MAN. AUTOMATION AND COMMUNICATION: Put the last copy in the safe 3 MAN. AUTOMATION AND COMMUNICATION: Monthly assessing applications for new soft_hardware

2 Weekly copy on external data carrier/disk

Request new soft/hardware

4 MAN. AUTOMATION AND COMMUNICATION: Authorize application and purchase new soft_hardware

3 Check Software/Har dware application

5 MAN. AUTOMATION AND COMMUNICATION: Installation and registration new Soft/hardware 6 MAN. AUTOMATION AND COMMUNICATION: Take care of training and_or instruction

4 Authorize Software/Hhar dware application

5 Installation and Registration new Soft/hardware

Software registration

Hardware registration

6 If necessary, take care of training / instruction

End procedure

Preface

14


15. MANAGEMENT QUALITY DOCUMENTS

Procedure BP2 Management quality documents Policy, procedure, instruction or form

version 1.0

1 QUALITY MANAGER: Receipt request new or modified documentation

1 Receipt request new documentation or modification

2 QUALITY MANAGER: Enter request?


3 QUALITY MANAGER: Draft or adjust documentation

No

2 Enter request ?

Inform applicant

5 QUALITY MANAGER: Make a new version in Q system

Yes

3 draft / adjust documentation

4 MT: Authorization by MT

Policy, procedure, instruction or form

6 QUALITY MANAGER: Is there a modified or new form? 7 QUALITY MANAGER: make the final version in the Q system and publish

4 Authorization by MT

8 EVERYONE Take notice of the new version

No

Q system

Yes

5 Make new version in Q system

6 Modified or new form

No

Adjust register for forms Form. 1

Yes

7 make the final version in the Q system and publish

Publish new forms

8 Take notice of the new version

Einde

Preface

15


16. PROJECT-BASED QUALITY PLAN

Procedure BP3 Project-based quality plan Specific and / or an occasional project that cannot be obviate within the quality system

version 1.0

1 QUALITY MANAGER: Review necessity quality plan

1 Assessment necessity quality plan

2 QUALITY MANAGER: Drafting quality plan - project description - objectives - responsibilities - competency - specific procedures - registration means - qualities progress monitoring etc.

2 Drafting quality plan

3 designing forms /registration resources

3 QUALITY MANAGER: Designing forms and registration resources 4 MT: Assassing quality plan 5 MT: Authorize quality plan 6 QUALITY MANAGER: Distribute quality plan

7 : QUALITY MANAGER: Execute quality plan

internal concerned and / or client

4 Assessing quality plan

8 : QUALITY MANAGER: Report deviations to MT member 9 QUALITY MANAGER: If the plan is changed you need to let it authorize again

5 Authorize quality plan

6 Distribute plan to concerned and copy to Quality Manager

7 Execute quality plan

Progress Problems and shortcomings

8 Report deviations to MT member

9 Changing plan

Yes

No

The end

Preface

16


17. REVIEW SUPPLIERS

Procedure BP4 Review and selection suppliers quality system history 4 trial orders

1 QUALITY MANAGER: Select (new) preferred suppliers

1 Select preferred suppliers

2 QUALITY MANAGER: Draft or modify list accepted suppliers

List of preferred suppliers Form. 14

2 Make changes list accepted suppliers

Registration of documents Form. 1

CHANCE forms Form. 5

Review List supplier Form 7

version 1.0

3 Publish list with preferred suppliers

List of preferred suppliers Form. 14

4 Register deviations supplier

Review List supplier Form. 7

4 QUALITY MANAGER: Registration of deviations suppliers on the review list 5 MAN. AUTOMATION EN COMMUNICATION, PRODUCT MANAGER SALES, MANAGER PROJECTS: The half-yearly performance review suppliers 6 QUALITY MANAGER: Summarize perfornance on the review report 7 MAN. AUTOMATION EN COMMUNICATION, PRODUCT MANAGER SALES, MANAGER PROJECTS: Discussion with the supplier if required

5 The yearly performance review suppliers

6 Summarize performance on the review report

7 Review with suppliers

3 QUALITY MANAGER: Publish list with preferred suppliers

Review List supplier Form 7

Yes

8 QUALITY MANAGER, PURCHASER : If required adjust the list preferred suppliers

discuss review with the supplier

No

Yes

8 Adjust preferred suppliers No

The end

Preface

17


18. MANAGEMENT QUALITY REGISTRATIONS

BP 5 Management quality registrations Procedures

identification where possible quotation number, order number, order number

1 QUALITY MANAGER: Drafting and identify the to manage quality registrations

1 Makiing and identify quality registrations according the procedures 2 Register quality registrations on register of the forms

3 Indicate retention period and responsible

version 1.0

2 QUALITY MANAGER: Register quality registrations on register of the forms Register of forms Form. 1

3 QUALITY MANAGER: Indicate retention period and responsible 4 QUALITY MANAGER: Archiving quality registrations according to register of forms

Register of forms Form. 1

5 QUALITY MANAGER: Guarding quality registrations 6 QUALITY MANAGER: Guarding archiving period


4 Archiving quality registrations according to register of forms

7 QUALITY MANAGER: Destroy registrations

5 Guarding quality registration


6 Guarding archiving period

7 Destroy registrations

The end

Preface

18


19. TRAINING

VP 1 Training

1 OFFICE MANAGER: Establish training and experience requirements for each function

1 Establish training and experience requirements for each function

- functioning organizational / technical developments

2 OFFICE MANAGER: Establish actual qualifications and experience and any training needs

2 Establish actual qualifications and experience and any training needs

Personnel file

3 Annually conducting performance appraisals

Personnel file

3 MANAGING DIRECTOR: Annually conducting performance appraisals 4 OFFICE MANAGER: Feedback result assessment to the petitioner 5 OFFICE MANAGER: Determine specifications and execution of the training 6 OFFICE MANAGER: Starting and guarding of the execution training

4 Feedback result assessment to the petitioner

- Execution form - term / data - costs

version 1.0

5 Determine specifications execution training

7 OFFICE MANAGER: Sign out after completing training 8 OFFICE MANAGER: Update training request registration form

Training request Form. 21

6 Start and guard execution training

Copy of certificate

7 Sign out after completing

8 Update training request registration form

Personnel file

The end

Preface

19


20. INTERNAL AUDITS

Procedure VP 2 Internal audits - Name auditor - Name auditee - Function/dept. audit - Week number - attendant

1 QUALITY MANAGER: Prepare annual audit planning

1 Prepare annual audit planning

2 Distribute audit planning - policy - procedures - forms - ISO standards

- questions / interview - practice - observations - documentation

version 1.0

Audit planning

Procedure BP2 Management quality documents

3 AUDITOR: Prepare audit 4 AUDITOR: Execute audit 5 AUDITOR: Registering findings on audit report and general experience on audit enclosure

3 Prepare audit

6 QUALITY MANAGER: Determine measures to improve, responsible ones and terms with the persons involved and to sign the audit report by auditee

4 Execute audit

5 Report results

2 QUALITY MANAGER: Distribute audit planning

Audit report Form. 9

7 AUDITOR: Distribute copy audit report and attached to the persons involved and provide the original to the quality Manager 8 QUALITY MANAGER: Execute actions to improvement

6 Determine actions to improvement

Audit report Form. 9

7 Distribute audit report

- auditee - managerial - action responsible

9 QUALITY MANAGER: Guard actions to improvement

8 Execute actions to improvement

9 Guard actions to improvement

Procedure VP 4 Opportunities for improvement

Preface

20


21. OPPORTUNITIES FOR IMPROVEMENT

Procedure VP3 Opportunities for improvement

- customer complaint - deviation PP11 - on the occasion of audit (VP3) - suggestion/idea

KANS form Form. 5

1 Establish and register Opportunity for improvement

KANS form Form. 5

3 Determine type of chance direct action including responsibility and term

- structural - occasional - potential

KANS form Form. 5

KANS form Form. 5

4 Execute registration direct action + possible costs

3 QUALITY MANAGER: Determine type of KANS and direct action including responsibility and term 4 EVERYONE: Execute & register direct action, possible costs 5 QUALITY MANAGER: Guarding proper and timely execution 6 QUALITY MANAGER: Investigate cause and register 7 QUALITY MANAGER: Is the solution effective? 8 QUALITY MANAGER: Are there structural actions needed for the prevention

5 Guarding proper and timely execution

9 QUALITY MANAGER: Archive filled in KANS forms

KANS form Form. 5

6 Investigate cause

7 Solution effective

1 EVERYONE: Establish and register opportunities for improvement 2 EVERYONE: Providing original KANS form to the quality Manager

2 Providing original chance form to quality Manager

Type:

version 1.0

No

Register on KANS form Form. 5

Yes

Yes

8 Structural actions

Discuss In MT

No

KANS form Form. 5

9 Archive for the benefit of periodic analysis

Register on KANSE form Form. 5

Procedure VP 5 Management review

Preface

21


22. CUSTOMER SATISFACTION

Procedure VP 4 Customer satisfaction

1 PRODUCT MANAGER SALES: Plan new satisfaction measurement

1 Plan new satisfaction measurement - At least 30 customers - division abc account

2 PRODUCT MANAGER SALES: Select the customers to approach 3 PRODUCT MANAGER SALES: Send inquiry

2 Select the customers to approach

4 PRODUCT MANAGER SALES: Guarding reaction Customer satisfaction check Form. 10

3 Send inquiry

4 Guarding reaction

5 Reaction ?

version 1.0

5 PRODUCT MANAGER SALES: Reaction ? 6 PRODUCT MANAGER SALES: Review result 7 PRODUCT MANAGER SALES: Is immediate action needed ?

No

Approaching again or select another customer

8 PRODUCT MANAGER SALES: Process results in analysis

Yes

6 Review result

By means of Chance form put in motion Form. 5

VP 4 Opportunities for improvement

Yes

7 Immediate action needed

No

8 Process results in analysis

VP5 Management review

Preface

22


Information critical success factors - Chance forms

23. MANAGEMENT REVIEW

Procedure VP 5 Management review

- Audit results - customer satisfaction - return numbers - delivery reliability

1 Make analyzes performance/data last year

Year analysis

2 Discuss function quality system

Management review

3 MANAGING DIRECTOR Determine general policy next year 4 MANAGING DIRECTOR Determine goals next year

Goals last year

5 MANAGING DIRECTOR: Drafting and distribute report MR and annual plan

3 Determine general policy next year

- realized - measurable - realization term - responsibilities

1 MANAGING DIRECTOR, QUALITY MANAGER: Make analysis of performance data last year 2 MANAGING DIRECTOR: Discuss function quality system with MT

- Future vision

year analysis

version 1.0

6 MANAGING DIRECTOR Realization goal including progress report

4 Determine goals next year

5 Drafting and distribute report MR and annual plan

7 MT: Guarding realization goal

Report MR annual plan

6 Realization goal including progress report

half-yearly

7 Guarding realization goal

The end

Preface

23


future developments - Suggestions for improvement - Audit results - External signals - Internal signals - targets - Future vision

Previous outlook

Outlook

1 MANAGNG DIRECTOR Make outlook and priorities for the next six months 2 MANAGNG DIRECTOR Discuss functioning outlook system 3 MANAGNG DIRECTOR Determining activities next six months

2 Discuss functioning outlook system

3 Determining activities next six months

- realized - measurable - realization term - responsibilities

24. MANAGEMENT OUTLOOK

Procedure VP 6 Management outlook

1 Make outlook and priorities for the next six months

version 1.0

4 MANAGNG DIRECTOR Determining goals next year 5 MANAGING DIRECTOR: Drafting and distribute final outlook

Outlook

6 MANAGNG DIRECTOR Realization goal including progress report 7 M MANAGNG DIRECTOR Guarding realization goal

4 Determining goals next year

5 Drafting and distribute final outlook

Outlook

6 Realization goal including progress report

Monthly

7 Guarding realization goal

The end

Preface

24


version 1.0

25. REGISTER OF FORMS Code form.

Description

Date of issue last modification

Min. term archiving

Form. 1 Form. 4 Form. 5 Form. 6 Form. 7 Form. 8 Form. 9 Form. 10 Form. 11 Form. 15 Form. 17 Form. 20 Form. 21 Form. 22 Form. 23 Form. 24 Form. 25

Register of forms Technical file KANS Form Registration guarding action debtors Review suppliers Review staff Audit report Customer satisfaction check Manage measurement instruments Audit planning Order confirmation Purchase order Training Request Management review quality Notes MT Personnel file Checklist product development

September 1st 2003 September 1st 2003 September 1st 2003 September 1st 2003 September 1st 2003 September 1st 2003 September 1st 2003 September 1st 2003 September 1st 2003 Augustus 16th 2004 May 14th 2007 May 14th 2007 September 1st 2003 Augustus 16th 2004 Augustus 16th 2004 Augustus 16th 2004 September 1st 2005

7 years 10 years 7 years 7 years 7 years Time in service 7 years 7 years 7 years 7 years 7 years 7 years Time in service 7 years 3 years Time in service 7 years

Preface

25

Bijlagen

B.

FORMULIER 4: TECHNISCH DOSSIER (ELECTRONISCH DOSSIER) Loggers Pieter Zeemanweg 133 3316 GZ Dordrecht Tel: 078-6182488 Fax: 078-6180650

Documentnummer: Versie: Datum: Handboek: Pagina:

Form. 4 1 01-09-2003 Procedures 2 van 20

TECHNISCH DOSSIER NO. (JJJJ-MM-VOLGNUMMER) Behorend bij offerte no. Ontvangen d.d. Afgerond en retour aanvrager d.d. Status definitief of concept

(indien definitief evt. kopie concept bijvoegen)

Document eigenaar Aanvraag c.q. checklist compleet Ontwerp compleet en getoetst aan aanvraag d.d. Aanvragen leveranciers compleet d.d.

BIJLAGEN 1. Ontwerp tekeningen 2. Technische omschrijving 3. Inkoop instructie 4. Meetinstructie inkomend 5. Meetinstructie uitgaand 6. Assemblage instructie 7. Kostprijsopbouw

Formulier 4: Technisch dossier (Electronisch dossier)

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C.

FORMULIER 5: KANS FORMULIER Loggers Pieter Zeemanweg 133 3316 GZ Dordrecht Tel: 078-6182488 Fax: 078-6180650



KANSFORMULIER KANS tot verbetering n.a.v.:  Klantenklacht  Afwijkingen product (intern of leverancier)  Niet volgens procedure  Suggestie ter verbetering

Naam indiener:

Datum:

Betreft afdeling / leverancier / klant:

WAT IS ER GEBEURD OF KAN ER GEBEUREN? Omschrijving tekortkoming:

Oorzaak:

WAT MOET ER AAN GEDAAN WORDEN OM HET OP TE LOSSEN? Behandeling:

Uit te voeren door:

Uiterste realisatiedatum:

Gemaakte kosten materiaal:

Gemaakte kosten uren:

Uitgevoerd d.d.:

Paraaf uitvoerder:

Formulier 5: KANS formulier

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HEEFT HET GEHOLPEN? Verificatie actie/opmerkingen: Soort melding:  Incidenteel  archiveren  Structureel  zie KANS formulier nummer: Opmerkingen:

 n.v.t.  effectief  niet effectief Categorie oorzaak melding:  Mens  Materiaal  Proced  Apparatuur/autom. ure

FORMULIERNUMMER: ___

Formulier 5: KANS formulier

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D.

FORMULIER 6: REGISTRATIE BEWAKINGSACTIE DEBITEUREN OF OVERZICHT VANUIT NAVISION Loggers Pieter Zeemanweg 133 3316 GZ Dordrecht Tel: 078-6182488 Fax: 078-6180650



REGISTRATIE BEWAKINGSACTIE DEBITEUREN Factuur d.d.

Cat. 1

Cat. 2

Cat. 3 + opm.

Cat. 4 + opm.

Formulier 6: Registratie bewakingsactie debiteuren OF OVERZICHT VANUIT NAVISION

Cat. 5 + opm.

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CATEGORIEËN Categorie 1: Afnemers < 30 dagen

Categorie 2: Afnemers > 30 - < 60 dagen



Categorie 5: Afnemers > 90 dagen

- Geen actie als na 30 dagen nog geen betaling ontvangen, e eerste aanmaning op de 15 - Geen actie e eerste, of tweede aanmaning op de 15

- Eerste telefonische actie Vastleggen reactie Nu binnen 14 dagen betalen - Tweede telefonische actie Vastleggen reactie (+ schr.bev. klant) Blokkeren/geen leveringen meer Info aan verkoopafdeling Nu binnen 10 dagen betalen - Na 10 dagen uit handen geven aan deurwaarder Klant schriftelijk informeren.


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E.

FORMULIER 7: BEOORDELING LEVERANCIERS Loggers Pieter Zeemanweg 133 3316 GZ Dordrecht Tel: 078-6182488 Fax: 078-6180650



BEOORDELINGSLIJST LEVERANCIER Naam leverancier:

Beoordelingscriterium

(*Geef een score aan van 1 tot 10)

Opvoerdatum:

2008

2008

2009

2009

2010

Nr.:

2010

2011

2011

2012

Product/dienst voldoet niet aan eisen* Leveringsbetrouwbaarheid* Beantwoording correspondentie* Flexibiliteit/meedenkbereidheid* Prijsniveau* Subtotaal-score*: Aantal afwijkingen Aantal leveringen Totaal-score*:

Datum:

Opmerkingen / omschrijving afwijking

Formulier 7: Beoordeling leveranciers

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F.

FORMULIER 9: AUDIT RAPPORT

Formulier 9: Audit rapport

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G. FORMULIER 10: KLANT TEVREDENHEIDS CHECK

Formulier 10: Klant tevredenheids check

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H.

FORMULIER 11: BEHEER MEETMIDDELEN Loggers Pieter Zeemanweg 133 3316 GZ Dordrecht Tel: 078-6182488 Fax: 078-6180650



OVERZICHT VAN BESCHIKBAAR MEETGEREEDSCHAP Locatie: Datum:

Dordrecht 28 oktober 2002

Meetgereedschap: Diepte schuifmaat breedte 160 mm Schuifmaat

Bereik: 0-300 mm

Merk: Filetta

Calibratie datum: 16-10-2002

Calibratie rapport: 20206047AR09

Hernieuwde calibratie: 10/03

0-150 mm

Mitutoyo

01-10-2002

10/03

Draaimomentsleutel Draaimomentsleutel

10-100 Nm 60-300 Nm

Draaimomentsleutel

140-560 Nm

Digitaal lengtemeetsysteem Shore A hardheidsmeter werkno 53505 ISO/R 868 Meetklokje Boutringkaliber Boutringkaliber Moerpenkaliber Moerpenkaliber Moerpenkaliber Moerpenkaliber Moerpenkaliber Gatpenkaliber

LF 20

Rahsol Stahlwille Manoskop Britool HVT 5000 Sony Magnescale Zwick incl kaliber

20206047EC01 blad 2 van 5

10mm/0.01mm M42x2 AK M42x2 GK M42x2 GK M42x2 AK M20x2.5 M14x2 M12x1.75 Ø8 H7

Formulier 11: Beheer meetmiddelen

Helios

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I.

FORMULIER 14: LIJST VAN VOORKEUR LEVERANCIERS OVERZICHT VANUIT NAVISION. Loggers Pieter Zeemanweg 133 3316 GZ Dordrecht Tel: 078-6182488 Fax: 078-6180650



LIJST VAN VOORKEUR LEVERANCIERS Leveranciernummer:

Naam leverancier:

Omschrijving activiteiten/producten:

Formulier 14: Lijst van voorkeur leveranciers Overzicht vanuit Navision.

Opvoerdatum:

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J.

FORMULIER 17: ORDERBEVESTIGING

Formulier 17: Orderbevestiging

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K.

FORMULIER 20: INKOOPOPDRACHT

Formulier 20: Inkoopopdracht

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L.

FORMULIER 21: OPLEIDINGSAANVRAAG Loggers Pieter Zeemanweg 133 3316 GZ Dordrecht Tel: 078-6182488 Fax: 078-6180650



OPLEIDINGSAANVRAAG Aanvrager:

Datum: AANVRAAG:

Betreft opleiding: Betreft medewerker: Reden aanvraag:

BEOORDELING AANVRAAG: Resultaat:

Beoordeeld door: Indien niet akkoord, reden:

Paraaf directeur:

Benaming opleiding: Kosten opleiding: Certificaat:  Ja Startdatum: Opmerking bij uitvoering:

Paraaf:

 Akkoord

 Niet akkoord

Datum: UITVOERING OPLEIDINGSAANVRAAG: Instituut:

Met succes  Ja, d.d.: afgerond?  Nee, reden: Afgewerkt door medewerker administratie d.d.:

Formulier 21: Opleidingsaanvraag

 Nee

Aantal dagdelen: Uitvoering: Einddatum:

EVALUATIE OPLEIDING: Certificaat aanwezig? Paraaf:

 Intern

 Extern

 Ja  N.v.t.

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M. FORMULIER 22: DIRECTIE BEOORDELING KWALITEIT Balance Scored Chart

KLANTDIMENSIE

2003

2004

Budget 2005

input ( verkoopwaarde) aantal opdrachten gemiddelde waarde opdrachten omzet omzet 100 grootste afnemers in % van totaal omzet verdeling over eredivisie marktsegmenten groep 1 ( machine bouw) groep 2 ( railtransport+ staalindustrie) groep 3 ( scheepsbouw en aanverwant) groep 4 ( transport overig en defensie) groep 5 ( warmtekracht + generatoren) groep 64 ( export) groep 1 ( machine bouw) groep 2 ( railtransport+ staalindustrie) groep 3 ( scheepsbouw en aanverwant) groep 4 ( transport overig en defensie) groep 5 ( warmtekracht + generatoren) groep 64 ( export) afnemers > 5000 € aantal omzet afnemers > 5000,in % van totaal omzet omzet afnemers > 5000 in 2003 niet in 2004 omzet waarde aantal kreditnota's waarde krediteringen

Formulier 22: Directie beoordeling kwaliteit

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Balance Scored Chart

INTERNE DIMENSIE

budget 2003

2004

2005

aantal offertes - totaal projecten > 10.000 € in aantallen totaal order geen order lopend in waarde totaal order geen order lopend scoringspercentage waarde scoringspercentage aantal zendingen inkomend uitgaand inventarisatie verschillen gecontroleerde waarde van voorraad verschillen in waarde in % van voorraad waarde invloed vrachtkosten inkomende vrachtkosten in % van de inkoopwaarde uitgaande vrachtkosten in % van de omzet ziekte verzuim gemiddeld aantal personeel medewerkers gemiddeld ziekteverzuim in % van totaal aantal ziektedagen verzuimfrequenties 0 maal ziek 1 maal ziek 2 maal ziek 3 maal ziek of meer Formulier 22: Directie beoordeling kwaliteit

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INNOVATIE DIMENSIE: Zie separate bijlage.

FINANCIËLE DIMENSIE

Zie financiële systeem - winst en verlies rekening en balans analyse.

Formulier 22: Directie beoordeling kwaliteit

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N.

FORMULIER 25: CHECKLIST PRODUCTONTWIKKELING Loggers Pieter Zeemanweg 133 3316 GZ Dordrecht Tel: 078-6182488 Fax: 078-6180650



CHECKLIST PRODUCTONTWIKKELING Projectnaam: Dossier eigenaar: Startdatum: Besluit tot ontwikkeling d.d.

Korte omschrijving:

ALGEMENE PROJECTINFORMATIE

Technische eisen:

Overig:

Potentieel in aantallen per jaar of totaal:

Belasting Eigenfrequentie en/of veerkarakteristiek Maatvoering Gewicht Materiaalgebruik Afwerking Omgevingsinvloeden Keur Wetgeving/normen

Termijn tot evaluatie ontwerp: Termijn tot evaluatie prototype: Termijn tot vrijgave productie:

Formulier 25: Checklist productontwikkeling

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Wensschetsen akkoord: Bijlage nummer: Wensspecificaties akkoord: Bijlage nummer:

TECHNISCHE INFORMATIE Commercieel d.d. Technisch d.d. Commercieel d.d. Technisch d.d.

Ontwerp volgens tekening: Spec.: Getoetst aan:

Belasting: Eigenfrequentie en/of veerkarakteristiek: Maatvoering: Gewicht: Materiaalgebruik: Afwerking: Omgevingsinvloeden: Keur: Wetgeving/normen:

Testprocedure nulserie: Testprocedure serielevering: Technisch/commerciële documentatie: Speciale verpakking?

In karton doos / anders, te weten …


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INTERNE ZAKEN

Mogelijke leveranciers geselecteerd: Aanvragen verstuurd:

 Ja

 Nee

Offertes beoordeeld:

 Ja

 Nee

Speciaal gereedschap nodig:

 Ja

 Nee

begroot op:

Test- en assemblagekosten beoordeeld

 Ja

 Nee

begroot op:

Begeleidingskosten ingeschat:

 Ja

 Nee

begroot op:

Patentaanvraag gewenst:

 Ja

 Nee

begroot op:

Montage nodig:

 Ja

 Nee

Tijdsbeslag intern Kosten van uitbesteden Montage instructies intern: Montage instructies voor klant:

Integrale kostprijs bekend:

 Ja

FINANCIEEL  Nee

Wensprijs klant bekend:

 Ja

 Nee

Prijsstelling concurrentie bekend:

 Ja

 Nee

Stuksprijs:

PRIJZEN- EN KOSTENASPECT

Totaalprijs: Opstartkosten / malinvestering:


21

uncontrolled:

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