FACTORY

PRODUCTION
CONTROL (FPC)
BSEN14351
WINDOWS & EXTERNAL PEDESTRIAN
DOORSETS

CONTROLLED DOCUMENT
NUMBER: 001
 BSEN14351 - FPC

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Revision History

Issue No Date Page Description of change

001 01/02/10 All Initial Issue of Complete Manual

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CONTENTS LIST

Section (QM = Quality Manual)

QM 1.0 GENERAL

1.1 Introduction
1.2 Quality Policy Statement
1.2.1 Quality Policy
1.2.2 Quality Objective
1.2.3 Quality Management System Planning
1.3 Manuals
1.4 Control of Documents
1.4.1 Control of Records
1.5 Standards
1.6 Scope of manual
1.7 Company Documents
1.8 Product Literature
1.9 Responsibility, Authority and Communication
1.9.1 Responsibility and Authority
1.9.2 Communication

QM 2.0 QUALITY MANAGEMENT SYSTEM

2.1 Introduction
2.2 Personnel
2.2.1 Training
2.3 Management Commitment
2.3.1 Responsibilities
2.4.1 Management Representative

QM 3.0 EQUIPMENT

3.1 Fixed Equipment

3.2 Measuring Tapes
3.3 Steel Rule

QM 4.0 RAW MATERIALS AND COMPONENTS

4.1 Material Specification

4.2 Purchase Orders
4.2.3 Purchasing Information
4.3 Verification of purchased product
4.4 Goods Inwards
4.5 Stores
4.6 Screws

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QM 5.0 PRODUCTION PROCESS

5.1 General
5.2 Work Stations
5.3 Inspection Forms

QM 6.0 PRODUCTION TESTING AND EVALUATION

6.1 Inspection
6.2 Final Inspection

QM 7.0 TRACEABILITY AND MARKING

7.1 Profile Marking

7.2 Finished Product Marking – Pass
7.3 Finished Product Marking – Fail

QM 8.0 NON CONFORMING PRODUCT

8.1 Non Conforming Product Procedure

8.2 Quarantine

QM 9.0 CORRECTIVE ACTION

9.1 Corrective Action Procedure

9.2 Preventative Action

QM10.0 INITIAL INSPECTION OF FACTORY AND FPC

10.1 Provision of Resources

10.1.1 Human Resources
10.2 Infrastructure
10.3 Work Environment
10.4 Product Realisation
10.4.1 Introduction
10.4.2 Responsibility
10.4.3 Planning of Product Realisation
10.5 Customer Related Processes
10.5.1 Determination of requirement related to the product
10.5.2 Review of the requirements related to the product
10.6 Customer Communication
10.7 Production and service provision
10.7.1 Control of production and service provision
10.7.2 Validation of processes for production and service provision
10.8 Customer property
10.9 Preservation of product
10.10 Monitoring and Measurement processes
10.10.1 Monitoring and Measurement of profile

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QM 11.0 CONTINUOUS SURVEILLANCE, ASSESSMENT AND

APPROVAL OF FPC

11.1 Internal Audit

11.2 Management Review
11.2.1 Review Input
11.2.2 Review Output
11.3 Analysis and Improvement
11.3.1 Introduction
11.3.2 Responsibility
11.3.3 Analysis and Data
11.4 Improvement
11.4.1 Continual Improvement
11.5 Monitoring and Measurement
11.5.1 Customer satisfaction
11.6 Customer focus

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1.0 GENERAL (Reference 7.3.1 BSEN14351)

1.1 Introduction

The following Quality Manual is in accordance with BSEN14351 (Windows and External
Pedestrian Doorsets), Factory Production Control (FPC) reference 7.3 of BSEN14351 and
in accordance with the European Construction Products Directive (CPD).

The full details of the standard can be found within the standard BEN14351 within the
company’s ‘Controlled Documents Manual’ number 002.

From this point, the following terms are as per the following:

System Supplier (Smarts Systems Limited) – Profile designer and manufacturer.

Manufacturer and or Fabricator – Window and external pedestrian doorset
assembler of system supplier profile.

The Manufacturer will receive cascaded Initial Type Testing Results (ITT) from the System
Supplier in accordance with BSEN14351 reference 7.2.
All further type testing of profile and or hardware must be discussed between the
Manufacturer and System Supplier in order for the system suppliers guarantee to be valid.

In addition, full compliance of the following FPC must be maintained for the guarantee
from the system supplier to be maintained.

The reference numbers of this quality manual are in line with BSEN14351 and are
indicated in red against this quality manual.

It is the responsibility of the manufacturer to maintain this FPC and all information received
from the System Supplier. In addition, it is also the responsibility of the manufacturer to
ensure all information from the system supplier is current. This information includes:

• Current Fabrication Manuals.

• Current Wallcharts.
• Current Manufacturing procedures issued from System Supplier.
• Current ITT results of System Supplier products.

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1.2 Quality Policy Statement

It is the Policy of the Company to provide high quality, value for money products a nd
services on time in accordance with agreed customer requirements. This will be in line with
the Company’s organisational goals and expectations that revolve around the
requirements of our customers.

The achievement of this Policy calls for a systematic and disciplined approach by all
employees in all activities associated with the requirements of our customer’s.

The Company’s quality objective is to ensure all Aluminium Windows and External
Pedestrian Doorsets manufactured meet the requirements of BSEN14351.

It is the responsibility of each employee to adhere to the Company’s Policies and

Operating Procedures at all times and to suggest methods of improving the way in which
the Company operates where they can be identified. The Managing Director to investigate
the merits of all suggestions and to communicate the outcome to all employees.

It is the Managing Directors belief, that in applying this policy, it will enable the Company to
meet the requirements of our customers.

Signed: ____________________

Position: ____________________

Date: 01/02/10

This page to be signed with copies displayed on Company notice Boards

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1.2.1 Quality Policy

It is the Policy of the Company to provide high quality, value for money products and
services on time in accordance with agreed customer requirements. This will be in line with
the Company’s organisational goals and expectations that revolve around the
requirements of our customers.

The achievement of this Policy calls for a systematic an d disciplined approach by all
employees in all activities associated with the requirements of our customer’s.

The Company’s quality objective is to ensure all Windows and External Pedestrian
Doorsets manufactured meet the requirements of BSEN14351.

It is the responsibility of each employee to adhere to the Company’s Policies and

Operating Procedures at all times and to suggest methods of improving the way in which
the Company operates where they can be identified.
The Managing Director undertakes to inve stigate the merits of all suggestions and to
communicate the outcome to all employees.

To enable this objective to be achieved, the Managing Director is introducing a quality

management system into its operations via the ‘Work Station Descriptions’, with the firm
intention of it being assessed against an internal audit conducted via the Management
Representative – Form 022.

In addition to this, quality objectives will be established and implemented. These will be
reviewed during each Management Review meeting to determine their effectiveness.

All Company personnel know of this policy and commitment and work hard to ensure that
it is properly implemented and maintained in all areas of the business operations.

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1.2.2 Quality Objectives

The Company’s quality objective is to maintain and enhance its reputation by continuing to
give the customer’s complete satisfaction with the quality of its products and service.
Specific objectives will be discussed, introduced and reviewed at the M anagement Review
meetings. Initial Objectives include conformance against BSEN14351 for Aluminium
Windows and External Pedestrian Doorsets.

To ensure that this objective is achieved, employees at all levels will be trained in all
aspects of the work that they may be called up to carry out. This training will include
health and safety training on the safe and proper use of tools, machines and equipment.

Wherever possible, and practicable, all advancements and improvements in materials,

manufacturing processes and techniques and technology will be introduced at the earliest
practicable time.

1.2.3 Quality Management System Planning

The Company’s Quality Manual is its quality plan, which ensures that the quality
management system meets the requirements of BSEN14351 and the Company’s quality
objectives.

1.3 Manuals

The Company’s quality management system is formally documented in the, Quality

Manual, Controlled Documents Manual, Forms Manual and System Supplier Fabrication
Manual for Aluminium (Smart Systems). All of the afore mentioned Manuals being
approved by the Managing Director.

The Quality Manual gives a general overview of the quality management system and can
be issued as either a Controlled Document for internal use within the Company or as an
Uncontrolled Document for use as marketing/promotional material. All Uncontrolled
Documents supplied in this manner will be correct and up to date at the time of issue but
they will not necessarily be updated afterwards.

The Company is not involved in any type of innovative design of its products.

The Quality Manual is the Company’s Quality Plan and gives full details of the working of
the quality management system including the quality objectives and requirements for the
product, e.g. product conf ormity to a national or international standard, and sample copies
of all relevant documents. It is therefore confidential to the Company and can only be
seen at the Company’s premises except where necessary for the purpose of being
assessed to the standard or at the discretion of the Directors.

Where a more detailed and documented quality plan is a specific requirement of a

customer’s order, the provision of such a plan will be considered as part of the product
realization process.

Controlled copies of a ll manuals have been issued to designated people as detailed on the
Distribution List. The Certification Copy is the one submitted to, and is reviewed by, the
third part certification body, if required.

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The Working Copy is the one in regular use and can be used for noting any amendments
or revisions that may be required from time to time, prior to the revision being formally
implemented.
Controlled copies of sections of the manuals can be issued to other employees.
1.4 Control of Documents
When a revi sion to the system has been identified, either as a planned change or as a
result of an audit, the Management Representative revises the relevant sections of the
manuals as appropriate, with the revision being marked by means of a vertical line in the
right hand margin. The revision number and date are added to the footer of each page in
the section. The revision number is a simple consecutive one and is used for all the
sections revised at the same time, irrespective of any previous revisions to them. B rief
details are entered onto the Revision Record at the front of the manual.
The Director then reviews and approves the revision, signing each page as confirmation.
The revised sections are then copied and issued to each designated holder of a manual.
Where controlled copies of sections have been issued to other personnel, revisions to
these sections are formally issued to the named holder.
The replaced sections from the Certification Copy are marked as “Obsolete” and retained
in the Obsolete Data file. All other copies will be retrieved and destroyed.
1.4.1 Control of Records
Unless stated elsewhere, all records are retained for a minimum of the guarantee of the
Window and or External Pedestrian Doorsets, after which they may be destroyed at the
Company’s discretion.
Quotations, customer orders and completed Works Order sheets are fastened together
and retained for ten years following which they can be destroyed.
All quality management system related records and documents e.g. internal quality audi t
reports, assessment or surveillance reports, management review meeting minutes, et
cetera are retained in the Quality Records file for a minimum of three years.

1.5 Standards

A file copy of BSEN14351 is held in the Controlled Documents Manual and dated on
receipt. It will be marked as “1 of X” to denote how many copies are held by the Company.

Where a document is not in regular use but is held for reference purposes, it will be
marked as “Reference Only”. It is the responsibility of the user to ensur e that this copy is
of a current revision status.

All copies of controlled document status will be revised, amended or replaced as and when
the document is revised or replaced. If one is deleted or re -issued, the file copy will be
replaced, re-dated, marked as “Obsolete” and retained in the Obsolete Data file. All other
copies will be retrieved and destroyed.

The status of all standards and specifications will be verified during the first Management
Review of each year, generally by reference to the issuing authority.

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1.6 Scope of Manual

The Managing Director of ??? Limited who manufactures Windows and External
Pedestrian Doorsets at ??? has prepared this Quality Manual.

This Quality Manual must be read in conjunction with the following ‘Controlled Documents:

• Controlled Documents Manual.

• Forms Manual.
• System Designer Fabrication Manual.

The operation of the procedures described in this manual and the required records of
testing and inspection shall provide the required evidence to external third party authorities
that ??? Ltd are capable of manufacturing, consistently, windows that meet the
requirements of industry standards.

All members of staff are to comply with all instruction contained in this manual. If the need
to change this manual, in a ny way is necessary, is it the responsibility of the Management
Representative. All persons are entitled and encouraged to suggest improvements,
additions and revisions to the manual.

The company holds a controlled copy within the Directors office to audi t from. All other
copies are issued as ‘non controlled’ documents but are correct at time of printing.

q Copy No. 1 - Held on Computer

The Quality Manual is maintained by the Management Representative (Factory Manager)

and authorised for use by the Managi ng Director. The Quality manual will be reviewed
annually during the management review.

Authorised for use by: ____________________

Position: ____________________

Date: 01/02/10

Issue No: 1

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1.7 Company Documents

All Company generated documents and forms are given an issue number and/or issue
date. A controlled copy is held on file.

When a document is revised or amended it will be given a new issue number and date.
The controlled copy of the original will be marked as “Obsolete” and retained in the
Obsolete Data file. A new controlled copy will then be held on file.

1.8 Product Literature

The Company holds a small quantity of each supplier’s literature for the products used in
the manufacture of Aluminium Windows, External Pedestrian Doorsets and
Conservatories. One copy marked as a Controlled Document and retained on file. When
the Company is notified of a change to the literature, copies of the new version will be
obtained and all remaining old copies will be destroyed.

The old controlled copy will be marked as “Obsolete” or similar and retained for reference.
A new copy will be marked as a Controlled Document and filed.

1.9 Responsibility, Authority and Communication

1.9.1 Responsibility and Authority

The Managing Director is ultimately responsible for all actions within the Company that
affect its performance and operatio ns. Where necessary, responsibility and authority for
specific actions or areas of business can be delegated to another person, with all
employees being advised of this.

1.9.2 Communication

Please see the organisation chart in this Quality Manual reference 2.2.

Such is the size and structure of the Company, the Managing Director is in direct contact
with the employees at all times. This includes discussing and reporting on the
effectiveness and development of the quality management system. In addition to this
company information, ‘Work Station Descriptions’, memos etc are placed on notice boards.

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QM 2 QUALITY MANAGEMENT SYSTEM

2.1 Introduction

This section describes how the quality management system is organised and operated to
meet the requirements of the BSEN14351 standard.

2.2 PERSONNEL (Reference 7.3.2 - BSEN14351)

The company is structured as shown below:

Directors/ Managing
Company Secretary Director

Purchasing Sales Factory Accounts Quotes

Manager Manager
Management
Representative

Aluminium Foremen

Operatives

Final Inspection

Despatch

2.2.1 Training

All employees will be identified with their signatures and init ials against Form 011. Their
individual Employee Record will be against Form 010 and a training Matrix Form 009 will
summarise all training records, which will be displayed in the office and shop floor.

2.3 Management Commitment

The Managing Director is committed to ensuring that the Company’s quality management
system is developed and implemented correctly and that every means will be employed to
improve its ongoing effectiveness.

To assist in this, all employees have been advised of the need to meet a ll necessary
requirements including those of the customer and the applicable legal or regulatory
requirements.

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2.3.1 Responsibilities

Managing Director is responsible for:

Day to day running of ??? Limited

Manufacturing and Production.
Day to day responsibilities of running a business.
Ultimate responsibility for quality.
Health and safety for the entire company.
Training of staff on quality.
Man management of Operatives.
Machinery Maintenance.
Invoices
General financial business

The Directors are responsible to the Managing Director for:

Generating External Sales Enquires

Controlling Accurate Quotation and Order Details
Receiving & Controlling Customers at the Trade Counter
Accurate input of Customer Orders into Computer for Production
Purchasing of Products.
Checking of all Orders.
Company Secretary.

Factory Manager is Responsible to the Managing Director for:

Manufacturing
Check Final Product is correct against original customer order
Stock Controller
Goods Inwards
Delivering Product on time
Final Inspection.
Despatch

The Foreman is Responsible to the Director for:

Production.
Operators in accordance with ‘Work Station Descriptions’.
Machinery.
Stock Level Monitoring.
Final Inspection.
Despatch

The Production Operatives are responsible to the Foreman and Directors for:

Ensuring windows are manufactured in accordance with the Quality Manual and
related documents.
Making constructive suggestions for improvement of the Quality Manual and related
documents.

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2.4 Management Representative

The Factory Manager has been appointed as the Company’s Management Representative
(see QM 2.3). He therefore has the day -to-day control of the quality management system,
ensuring that it is correctly and efficiently implemented, maintained and improved
wherever possible and practicable.

In addition to ensuring that the customers’ requirements are known within the Company,
the Management Representative also liases with all outside parties in respect of the quality
management system.

In his absence, The Director takes on these responsibilities.

3.0 EQUIPMENT (Reference 7.3.3 - BSEN14351)

3.1 Fixed Equipment

All fixed equipment will be specified and recorded on Form 008, the records held by the
Management Representative. All operators are trained on general maintenance of
machinery and reminded via their respective ‘Work Station’, see appendix.
Written instruction on the use of equipment is available. The instruction may take the form
of manufacturer’s handbooks and/or leaflets.

The handling and storage of equipment is such that the accuracy and fitness for use are
maintained.

Damaged or defective equipment is withdrawn from use immediately the condition is

observed. The item shall be labelled ‘DO NOT USE’.

After the equipment has been repaired it shall not be used until it has been inspected to
ensure that it is working correctly again.

3.2 Measuring Tapes

Individual Measuring Tape records are kept and maintained by the Management
Representative via Form 007. The Measuring Tapes ar e calibrated on a monthly basis
and kept within the tolerance of +/ - 0.5mm against a calibrated steel rule, which is
calibrated every five years. Measuring tapes are also calibrated if dropped or appear to be
damaged.
Each Measuring Tape will have the uni que employee initials and number etched on as a
permanent marker.

3.3 Steel Rule

The steel rule is kept in the office of the Management representative and the calibration
certificate is kept within the controlled documents manual 002.

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4.0 RAW MATERIALS AND COMPONENTS (Reference 7.3.4 - BSEN14351)

4.1 Material Specification

The manufacturer will hold cascaded records from the System Supplier as per
BSEN14351 reference 7.2. of all tested products. A Vendor (Supplier) list will be
generated via Form 005, against which only purchases will be made.
Vendors will be assessed on an annual basis during a Management Review

4.2 Purchase Orders

All suppliers are selected and approved by themselves being certificated to

ISO 9001: 2000 or similar, by being au dited by, or on behalf of, the Company, on the basis
of the Company’s knowledge of them or by any combination of these.

All current suppliers that have any bearing on product or service quality have been issued
with a standard questionnaire requesting full details of their current quality status.

From the replies, where received, and/or the Company’s knowledge of their past
performance, each supplier has been assessed and, if approved, assigned a quality rating
as follows.

Rating Product Description Rating Quality Description

Good – no fail ure rate on materials
1
Quality critical materials from a Supplier supplied
A
with UKAS ISO 9001:2000 accreditation Fair – occasional failure rate on materials
2
supplied
Quality critical materials from a Supplier Poor – frequent failure rate on materials
B
without UKAS ISO 9001:2000 accreditation 3
supplied
Quality critical materials from a supplier
C
without ISO 9001:2000 accreditation
Current Current
D Non Quality Critical material supplier
Product Quality
Rating Rating
Supplier whose past performance has
E been unsatisfactory. Products must not be
purchased from such a supplier
Products will not be purchased from a
Material required for experimental or trail supplier with a E or 3 rating.
F
purposes only

The Management Representative maintains an ongoing evaluation of all approved

suppliers. If a non -conformity is found in either a product or a service, a Non -conformity
Report will be raised (see QM 6.3.2.). A copy may be sent to the supplier r equesting
details of the corrective action to be taken by them.

These nonconformities and supplier assessment/evaluations will be discussed at the next

Management Review (see QM 3.3.6).

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4.2.3 Purchasing Information

Purchase orders for critical compo nents are prepared Director and sent by the
Office Administrator.

4.3 Verification of Purchased Product

Should either the Company or the customer require to verify products at the
supplier’s premises, this requirement will be clearly stated on the pur chase order or
amendment to the order or notified to the supplier at the earliest possible time.

On receipt at the Company’s premises, all purchased products are checked against
the details on the supplier’s delivery document and the Company’s Purchase Or der
for type, quantity, size etc. Where the supplier is now or has previously supplied
incorrect or faulty products, a closer, detailed inspection will be carried out.

When satisfied that the products are correct, the delivery document will be signed
and dated by the person carrying out the inspection.

Where a product is found to be incorrect in any way, including the quantity supplied,
the Director will be informed immediately for action (see QM 6.3.2) and a Non -
conformity Report made out (Form 001).

4.4 Goods Inwards

Trained operatives will receive Goods from suppliers, checking Supplier Delivery
Note against a copy of Purchase Order as per ‘Work Station’, see appendix.
Should the Supplier Delivery not meet Purchase Order, a Non Conformance – Form
001 will be raised and the author of the Purchase Order informed.

4.5 Stores

All components entered into stores system will be into a clear defined area. A stock
control system will alert the business when components are running low to avoid
incorrect raw materials and components used.

4.6 Screws

All screws on shop floor are clearly identified within individual coded boxes and are
used as per System Supplier Technical Manual.
Only screws identified by System Supplier as approved to be used.

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5.0 PRODUCTION PROCESS (Reference 7.3.5 - BSEN14351)

5.1 General

The Company manufactures Aluminium Windows, External Pedestrian Doorsets and

conservatories. The process, which follow within Work Station Descriptions can be shown
as follows:
Customer
Enquiry

Company
Quotation

Customer
Order

Order input on to
Computer

Company Purchase Works

Order Order

Goods Inspected
Received Profile Saw Form 014

Milling &
Form 015
Routing

Drainage

External Door Window

Preparation Pre-Assembly

Window Form 016

Crimper
External Door
Partial Assembly
Window
Part Build Form 018

External Door Window

Form 019
Final Assembly Final Assembly

Full Window
Inspection Beading

Despatch

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5.2 Work Station – (Reference Appendix)

Each part of the process is documented via ‘Work station Descriptions’ as per the
appendix. Trained operators complete Forms as per ‘Work Station Descriptions’
and follow the Non Conformity process should any Non Conformity arise as
described within each Work Station.

5.3 Inspection Forms

All specified Forms against each Work Station are to be completed on a daily basis.
Instruction of each form route can be found using Form 030 Form -Work Station
Index.

6.0 PODUCTION TESTING AND EVALUATION (Reference 7.3.6 - BSEN14351)

6.1 Inspection

Inspection points have been introduced at every part of the process as des cribed in
‘Work Station Descriptions’ (see appendix). If any part of the process identifies a
fault, a Non Conformity is raised as per section 8 of this quality manual.

6.2 Final Inspection

Trained operatives at Final Inspection carry out checks as per ‘Work Station
Description’. If failure established, non conforming product removed from production
and quarantine procedure followed (see reference 8.0 of this quality manual)

7.0 TRACEABILITY AND MARKING (Reference 7.3.7 – BSEN14351)

7.1 Profile Marking

Every piece of profile cut will be marked as per Cutting List instruction.
Each ‘Work Station’ (see appendix) will check that every piece of profile has been
marked as per cutting list.

7.2 Finished Product Marking - Pass

Upon completion of Final In spection, a Green Sticker will be applied on the end of
the product. In addition, clear labelling and conformance against BSEN14351 will
either appear as a label on the product or with the paperwork to travel with the
finished product to the customer. The finished product is then placed ready for
despatch.

7.3 Finished Product Marking - Fail

Should the product fail, a Red Sticker is applied as per Quarantine procedure as per
section 8.0 of this quality manual.

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8.0 NON CONFORMING PRODUCT (Reference 7.3.8 – BSEN14351)

8.1 Non Conforming Product Procedure

Process

Fault

Yes No

Non
Form 001 Reported by
Conformity
Employee
Report

Line
Manager

Initial Discussion
Corrective to establish error
Action & correct fault if
possible

Management
Representative Errors established,
& MD Prevented if possible
& discussed at
Management
Preventative Review
Action Next Process

When a purchased product is found to be incorrect to type, size etc such that is cannot be
used, it will be marked as non -conforming, rejec t or similar and segregated to prevent its
use. The Factory Manager will decide on its disposal, which could be return to the supplier
or scrapping and placing in the rubbish skip. A Non Conformity Report will be completed.

The Non Conformity Report – Form 001 will be maintained on file for a minimum of three
years and will be used as part of a supplier’s assessment.

8.2 Quarantine

Any products which fail inspection points and cannot be reworked are d

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9.0 CORRECTIVE ACTION (Reference 7.3.9 – BSEN14351)

9.1 Corrective Action Procedure

Where a non conforming product is found during the manufacturing process, the
cause of the problem will be determined and recorded on a Non conformity Report.

The need for corrective action to eliminate the possibi lity of a recurrence of the non -
conformity will be assessed. Where it is determined that such action required, the
appropriate corrective action will be established and, if practicable and cost
effective, introduced at the earliest opportunity.

Details of these actions will be entered onto the Non Conformity Report – Form 001.
The process will be monitored to confirm the effectiveness of the actions taken. If
necessary, further corrective actions will be considered.

When a customer makes a written comp laint to the Company it is dealt with by the
Director who enters the details onto a Customer Complaint Record - Form 003.
The Director will then investigate the complaint, visiting the site if necessary and, if
agreeing that the complaint is valid, determ ine and implement the appropriate
corrective actions. These will be entered onto the report.

The problem will be monitored to ensure that the corrective actions were effective.
When the complaint has been resolved to the customer’s reasonable satisfacti on,
the Customer Complaint Record will be dated and signed as completed.

All Customer Complaint Records will be retained for a minimum period of two years.

Customer complaints will be reviewed during each Management Review to

determine whether or not there is a trend in them.

9.2 Preventative Action

During each Management Review meeting, the potential for problems to occur will
be assessed. Such areas as the production facilities and equipment, employee
levels and capabilities, current and future order levels, suppliers etc will be
considered.

Where it is thought that there is a possibility that a problem could arise, the
Managing Director, Director and Management Representative will assess the need
to institute preventive actions immediately or at some future date.

A record of the assessment and the proposed actions, if any, will be entered into
the minutes of the meeting. These will be reviewed at the next meeting to
determine whether or not the actions were necessary and effective.

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10.0 INITIAL INSPECTION OF FACTORY AND FPC (Reference 7.4 – BSEN14351)

10.1 Provision of Resources

The Managing Director has determined and supplied the resources needed to develop,
implement, maintain and improve the quality management system, thereby ensuring that
the customers’ requirements are met satisfactorily. These resources are reviewed
periodically.

10.1.1 Human Resources

All employees are capable of performing more than one job function. Therefore, in
someone’s absence, another person who has sh own that they can do the work
satisfactorily can carry out their duties.

The Company currently employs personnel who are skilled or have been trained in the
type of work that they will be expected to carry out. New employees will be thoroughly
trained by an experienced person on all operations that they may be required to carry out.

When the Company has a new or different type of machine, or production process, all
employees who may be required to operate the machine or carry out the process will be
given the appropriate training by a person who is experienced in operating the machine or
process. They will then be tested to ensure that the training has been assimilated and is
effective. Where necessary, additional training will be given until the employee is fully
competent to operate the machine or perform the process.

All current employees are fully aware of the relevance of their work and how this
contributes to the quality of the products and to customer satisfaction.
This will be explained to all new employees on appointment.

Employees have a Training Record (see Form 010) on which there is a summary of their
previous, relevant experience, training or qualifications. A brief description of further
training will be added as and when required. The em ployee and instructor where
practicable, will sign the record.

Each new employee will have a Training Record started. The Company’s quality policy
and quality management system will be explained to them.

Each employee who may be required to drive on the Company’s behalf either in a
Company vehicle, a hired vehicle or their own, is required to submit their current driving
licence for examination. A copy will be taken and attached to their Training Record. The
driver then submits it annually for checking . The Management Representative will date
and sign the copy to confirm the check. If a licence has any penalty points on it, the driver
may be required to submit it more frequently.

Page 23
 BSEN14351 - FPC

10.2 Infrastructure

The Company has provided office and manufa cturing facilities that reflect the size of the
Company and the type and complexity of the products made.

The workshop has five main areas with natural and artificial lighting. The areas have
temporary heating facilities. Storage facilities are as detail ed in QM 5.3.5.5. The Office
area has natural lighting and adequate artificial lighting.

All production machines are specifically designed and made for the purpose for which they
are used. They are serviced and maintained generally in accordance with the
manufacturer’s recommendations.

The computer has a specially designed program, supplied by specialist software

designers, which are used to produce the Works Order forms/cutting Lists.

All off cuts and waste from the Aluminium profiles are placed in w aste bins. All other
waste is put into a skip. The Aluminium waste is then re -cycled, with the other waste being
removed from site by the skip hire company.
All employees are supplied with any necessary protective equipment, which they are
instructed to use.

10.3 Work Environment

The work environment is maintained in an acceptable a condition as is possible within the

limitations imposed by the age, type, size and shape of the buildings.

Natural and artificial light and heating are good in both the wor kshop and the office. When
required, opening the doors, windows and the use of electric fans, provides adequate
ventilation.

Intermittent noise is generated when the compressor operates and when the saws are
being used. Ear defenders are worn at all time s by staff while in the factory. Visitors are
encouraged to wear ear defenders.

10.4 Product Realization

10.4.1 Introduction

This section details the procedure involved in the manufacture of the products to meet the
customer’s requirements.

10.4.2 Responsibilities

The Managing Director, Director and Management Representative are responsible for
ensuring that all employees comply with this procedure as appropriate.

Page 24
 BSEN14351 - FPC

10.4.3 Planning of Product Realization

All products are manufactured in accor dance with Fabrication manuals and applicable
standards. The Quality System is internally audited periodically, to confirm their ongoing
conformity to this standard.

All materials are purchased from approved suppliers to a detailed purchase order and/or
specification.

10.5 Customer Related Processes

10.5.1 Determination of Requirements Related to the Product

When the Company receives an enquiry, a written quotation will be prepared and sent to
the customer, if requested.

With all enquiries, the Manag ing Director determines whether or not any regulatory
requirements have to be complied with, e.g. toughened glass for Insulating Glass Units.

10.5.2 Review of Requirements Related to the Product

When a customer places a written order in response to a quotation, the details of the
order, if any, will be reviewed and checked against the quotation. If these are satisfactory,
the order will be processed as detailed in the Works Manual.

Should an order be received for which the Company has not previously quoted, the
Managing Director will review it in detail to ensure that the Company has the capability to
complete the order as required.
If satisfied, the order will be processed as detailed in the Works Manual.

Where a customer notifies the Company of a change to the order requirements the new
requirements will be checked to ensure that the Company can comply with them. Any
Company documents relating to the order will be amended as necessary.

10.6 Customer Communication

When a customer requires deta ils of products, the Director will discuss these with the
customer and, if required, will supply samples or literature which shows the types of
products available.
Enquiries, contracts and order handling are dealt with as detailed above.
The Director, whether of a positive or negative nature, deals with all customer feedback.
Letters expressing satisfaction with the work carried out or with the product will be
acknowledged by the Director. The letter will be held on file for possible future use as a
testimonial. These letters can be used as a means of assessing customer satisfaction.

Where a customer suggests a variation in how the product is made, packaged, delivered
or installed, this variation will be evaluated and the customer advised of the result.

Any negative feedback will be reviewed and investigated and, if necessary or appropriate,
the customer will be contacted to discuss and resolve any issues. Customer complaints
will be dealt with.

Page 25
 BSEN14351 - FPC

10.7 Production and Service Provision

10.7.1 Control of Production and Service Provision

Technical manuals from the Aluminium System company (Smart Systems Limited)
describe the materials and product during manufacture and on completion, where relevant,
and give performance characteristics.

They are availa ble for use in the workshop when required. When not being used, the
Management Representative holds them.

There is an Instruction Manual, or similar, for each of the machines describing how to set
up, operate, service and maintain them. If a machine does not have a

Instruction Manual, operatives are trained in it use prior to being able to operate it.

All monitoring and measuring devices used are controlled as detailed below at QM 5.3.6.
During manufacture, the products are cut and assembled as detail ed on the Works Order
sheet and in accordance with the System Suppliers Fabrication Manual.

10.7.2 Validation of processes for Production and Service Provision

The manufacture of All Aluminium Products can be validated against all Calibrated
Equipment and fully trained staff.
The monitoring and measuring instruments on the machine are checked and calibrated as
detailed in the Works Manual.

10.8 Customer Property

There are no instances where a customer would supply products for inclusion in, or use
with, the Company’s products.

Company staff can visit customers’ property to carry out Surveys. In these cases, all
reasonable care will be taken to ensure that the property is not damaged in any way.
Should an instance occur where damage is caused, the customer will be advised at the
earliest opportunity.

10.9 Preservation of Product

The Company takes all precautions to preserve the products at all stages.

Following satisfactory receiving inspection the product components are stored as required.
All products are retained in their delivery packaging where practicable, until required for
use.

Finished products, are stocked vertically as per system Suppliers recommendations.

All products during manufacturing including glass are handled manually. The y are
handled such that no damage is caused to them with special attention being given to the
Glass and Aluminium Products.

Page 26
 BSEN14351 - FPC

10.10 Monitoring and Measurement of Processes

The Managing Director, Director and the Management Representative are in direct and
regular contact with all Company personnel during working hours, therefore they carry out
non-recorded, informal monitoring of all work activities on an ongoing basis.
The ability of the manufacturing process to achieve satisfactory finished products is
monitored as detailed in the Works Manuals.

Any non-conformity in the products is dealt with as in QM 6.3.2 below.

10.10.1 Monitoring and Measurement of Product

All products purchased for the manufacture of the windows, doors and conservatories are
inspected on receipt against the details on the supplier’s delivery document and the
Company’s purchase order if necessary.

Where the delivery is correct, the person carrying out the inspection will sign and date the
document before passing it to the office. The products will then be put into stock.

If there is a discrepancy in the delivery, e.g. wrong product or quantity, the Directors and
the Management Representative will be advised, and the appropriate action taken,
informing the supplier accordingly. Where it is a wrong or incorrectly made product, it will
be identified as non-conforming until a decision on its disposal has been made (see 6.3.2.
below).

During fabrication, the units are dimensionally checked. Each of the dimensions given on
the Works Order are checked to confirm compliance with the order requirements within the
tolerances given of ± 1.5mm of the work size. In addition, the diagonals are also
measured to confirm that the unit is square. There is an allowable tolerance of 4mm
difference between these dimensions.

The operative who carried out the specific Quality Critical operation will initial the Works
Order as required.

Where a critical dimension exceeds the tolerance, the unit will be scrapped and broken up
and a new unit made up immediately. Details of the nonconformity will be entered onto the
back of the relevant Works Order, which will be dated and signed by the person carrying
out the check. The Works Order/cutting list will be retained in the office for a minimum of
six months or until the next Management Review meeting (see QM 11.2).

On completion of a unit, it is inspected to ensure that the profile is clean and free from
damage, that all hinges, locks and stays operate correctly in all positions and that the sash
overlaps are as detailed in the profile supplier’s Technical Manual.

The Works Order is initialled under “Final Inspection” in confirmation.

Page 27
 BSEN14351 - FPC

11.0 CONTINUOUS SURVEILLANCE, ASSESSMENT AND APPROVAL OF FPC

(REFERENCE 7.5 – BSEN14351)

11.1 Internal Audit (Reference 7.5 BSEN14351)

On an annual basis the Management Representative, or nominee, audits the quality

management system in general accordance with the Internal Quality Audit Programme
using Form 029 such that each element of the system is checked.

Objective evidence of compliance of the working practices to the requirements of the

international standard and the Quality Manual will be recorded and detailed in the audit
report.

Where non -conformity is found, a Non -Conformity Report Form 001 will be made out,
giving details of the non -conformity. The person responsible for the area being audited,
having discussed and agreed the nonconformity, signs the Non -Conformity Report. The
Management Representative or the person responsible for the area in qu estion retains the
original of the NCR and the auditor retains a copy.

The steps necessary to correct the non -conformity are determined and then entered onto
the original of the NCR with a date given for the completion of these actions. The
Managing Director then signs this. Where required, any measures to prevent a recurrence
of the nonconformity are established and detailed on the form. This is also approved and
signed by the Managing Director.

If a non -conformity is not considered serious, e.g. one which would not affect product or
service quality, an observation will be made in the audit report with a recommendation for
action to be taken. If the non -conformity is found at a later audit, an official Non
Conformity Report may be issued.

The Director or Nominee ensures that the responses to the NCR are correct and workable
and that they have been implemented satisfactorily. The completed original forms are
then returned to the auditor, who, if satisfied, closes them out. He retains a copy for futur e
use, e.g. for a follow up check at the next schedule audit or, when the non -conformity was
of a serious nature, for an early check to verify the effectiveness of the corrective action,
and returns the originals to the Management Representative.

On completion of the audit, the auditor submits a signed and dated audit report with a
summary of the NCR’s raised and the observations detailed, to the Directors for approval
and action.

The internal quality audit report will be discussed at the next Management Review (see
QM 11.2).
Someone independent of the area being audited carries out the internal audits. Where
necessary, an outside source can be used.

Page 28
 BSEN14351 - FPC

11.2 Management Review

11.2.1 Review Input

Once a year, the Managing Director, Management Repres entative and Director review the
Company’s quality management system to ensure that it is still effective in satisfying the
Company’s stated quality policy and objectives, and in addition, identifying where these
could be improved.

At the meeting, the rep orts from the Internal Quality Audits, Customer Complaints or
commendations, production process reports and product conformity testing results and
non-conformity reports raised since the last Management Review are all examined to see
if there are any indic ations that there is a problem in the system. This can be shown by
type or number of non-conformities.

In addition, the meeting will investigate any changes that could affect the quality
management system and any recommendations for its improvement.

11.2.2 Review Output

A written record is taken of the meeting showing action responsibilities and the completion
date for those actions.

Also recorded in these minutes will be details of how and where improvements in the
effectiveness of the quality management system can be made and where product and/or
product performance can be improved to meet customer requirements.

Any additional resource needs will also be examined.

11.3 Analysis and Improvement

11.3.1 Introduction

This procedure has been devel oped to ensure that the products, service and quality
management system are monitored, measured and analysed to show that they conform to
requirements and that they are continually improved where practicable.

The use of statistical techniques is limited t o counting and recording the number of non -
conformities and customer complaints and the analysis of Works Order sheets to verify
product availability for delivery.

11.3.2 Responsibility

The Management Representative is responsible for ensuring that thi s procedure is

adhered to.

Page 29
 BSEN14351 - FPC

11.3.3 Analysis of Data

All correspondence from a customer relating to the performance of the Company or to the
Company’s products, including complaints, will be discussed and analysed during each
Management Review. In addition, any information regarding quotations that have not
resulted in firm orders being placed will also be examined and, if possible, the reason for
the lost order will be established, the potential customer being approached for a reason if
this is considered appropriate.

The Works Order sheets with details of non -conforming products will be examined and
analysed during each Management Review to determine whether or not there is a trend in
the cause of the non-conformities. Where a trend is establishe d, practical and practicable
cost effective preventive actions will be examined and implemented at the earliest
opportunity.

The Management Representative maintains an ongoing evaluation of all relevant suppliers

via Vendor Rating Form 005, recording deta ils of supplies of non -conforming products
unacceptable late deliveries etc. These details will be discussed during each Management
Review. If a supplier falls below the standard expected, the Managing Director or
Nominee will contact the supplier to discuss and, if possible, resolve any problem.

11.4 Improvement

11.4.1 Continual Improvement

The Company is striving to improve the quality of the products and service supplied to its
customers.

This may involve the obtaining of larger, more suitable p remises. This is a long term
project.

Where the analysis of date indicates where improvements in the quality management
system could/should be introduced, these will be determined and actioned at the earliest
opportunity.

11.5 Monitoring and Measurement

11.5.1 Customer Satisfaction

The majority of the Company’s products are supplied for local companies who place
regular but relatively small orders at any one time. The continued placing of these orders
is a major indication of the customer’s ongoing sat isfaction with the quality of the
Company’s products and service.

Letters of satisfaction and the Work sheets from both domestic and trade customers are
held on file. They, together with any other information, will be used as a means of
assessing custome r satisfaction during a Management Review meeting (see QM 3.3.5)
and may also be used as marketing/promotional material.

When a customer expresses dissatisfaction with the Company’s products, performance or

service in writing, this will be classed as a cu stomer complaint and will be dealt with as in
QM 6.3.5.2 below.
Page 30
 BSEN14351 - FPC

11.6 Customer Focus

The Managing Director shall ensure that the customer’s requirements are correctly and
fully determined when an order is received, contacting the customer for clari fication where
necessary and that the finished products meet both these requirements and all relevant
legal and regulatory requirements.

QM 7 APPENDIX

Introduction

This appendix lists the records and documents relative to the quality management system
that are used by the Company.

Records and Documents

All Forms are as per ‘Forms Manual – Controlled Document 004’ and are recorded either
in the computer (Computer Generated Forms) or filed as per the manufacturer manuals
system see ‘Scope of Manual’.

Master copies of the above documents are held on computer by the Director.

Work Station Descriptions

The attached ‘Work Station Descriptions’ to be laminated and adhered to position close to
relevant ‘Work Station’.

For assistance in standards and cer tification contact:

Stephen Collings - SCCS

Mob : 07718 744172
Email : stephen@collingstrs.demon.co.uk
Web : www.sccs-cert.com

Page 31
FACTORY
PRODUCTION
CONTROL (FPC)
Workstation Descriptions
 Work Station Descriptions

Goods Inwards
Check for the following, if any errors occur, complete ‘Non Conformity Form 001’ and
report to Factory Manager or Director.

• Office Administrator checks Purchase Order against Supplier Delivery

Note.
• Check Supplier Delivery Note for the following:
o Quantity.
o Correct Standards.
o Delivery Date.
o As per Purchase Orders.
o Batch Numbers.
o Supplier Purchase Order Number.

• Director and or Foreman informed of any discrepancies.

• Report Delivery to Line Manager

Forms – All Completed Forms returned to Factory Manager or Director

• Purchase Order Form 012

• Non Conformity Form 001
• Supplier Delivery Note Form 022

Inspection

• Glass
o Dimensions.
o Qty.
o Visual appearance – Scratches, Sealant, Georgian Bar Alignment.

• Profile
o Batch Numbers – Visual appearance of packaging and quantity.

• Hardware
o Qtys
o Standards,
o Description

Check Delivery Book at 4pm each day and Report any outstanding
Purchase Orders to author of Order immediately.

Date: 01/02/10
 Work Station Descriptions

Profile Saw
Check for the following, if any errors occur, complete ‘Non Conformity Form 001’ and
report to Supervisor.

• Ensure correct Profile/saw support block is used where applicable.

• Visually inspect Profile before Cutting for Damage etc.
• Check Material codes against Cutting List.
• Check profile matches profile chart.
• Check c utting list for:
o Length.
o Angle.
o Qty.
• Tolerances of +/ - 0.5mm on length.
• Check saw blocks are correct for profile being cut
• Check angle accuracy as per ‘Smart Systems Limited’ wall chart.
• After first cut of the New Profile, measure with tape & record
• Each Cut piece placed in Job Bin.
• Sign Cutting List after every job completion.
• Completed job moved onto next Work Station as per Cutting List in bins.

Forms – Attach to Board

• Cutting List Form 020

• Non Conformity Forms Form 001 - When completed, pass to Factory Mgr.
• Profile First off record Form 014 - Pass to Factory Mgr at End of Week.
Wall charts

• To be determined by Manufacturer and ‘Smart Systems Limited’.

Fabrication Manual

• With Bench 1

Inspection

Ensure all saw support blocks are correct.

Profile Condition.
Blade Condition & renewal/change date.
Ensure Cutting Fluid levels are correct in container and check Stock level of Cutting Fluid.
Check material for burrs.
Ensure Saw Bed is clean before cutting NEW bar length.

Date: 01/02/10
 Work Station Descriptions

Milling & Routing

• Ensure Paperwork is complete.

• Check profile code matches wall chart.
• Check profile for burrs and general condition of profile.
• Profile put into m/c & mill as per Smart Systems Limited Fabrication Manual.
• Visually check for burrs and general running of m/c.
• Sign Cutting List upon Job Completion.
• Return completed profile into bins and passed onto next workstation as per Cutting
List.

Forms – attach to Board

• Cutting List Form 020 - When completed, attach to Board 2.

• Non Conformity Forms Form 001 - When completed, pass to Factory Mgr.
• Mill First off record Form 015 - Pass to Factory Manager at End of Week.

Wall charts

• To be determined by Manufacturer and ‘Smart Systems Limited’.

Fabrication Manual

• With Bench 1

Inspection

Ensure machine is clean and clear before insertion of Profile

Condition of received profile.
Condition of Blades, Cleanliness and general running of m/c.
When a blade is changed, check for:

o Transom to Frame.
o Transom to Transom.
o Burrs.

Ensure Machine is clean at the start of each shift

Date: 01/02/10
 Work Station Descriptions

Drainage

• Check paperwork is complete.

• Check qty’s and codes are as per cutting list.
• Check condition of profile.
• Refer to Drainage Booklet.
• Drill slot hole as per ‘Smart Systems Limited’ instructions.
• Check for burrs.
• Sign Cutting List.
• Completed profile returned to bin and passed onto next workstation.

Forms – Attach to Board

• Cutting List Form 020 - When completed, attach to Board 2.

• Non Conformity Forms Form 001 - When completed, pass to Factory Mgr.
• Mill First off record Form 014 - Pass to Factory Mgr at End of Week

Wall charts

• To be determined by Manufacturer and ‘Smart Systems Limited’.

Fabrication Manual

• With Bench 1

Inspection

Check condition of Blade and m/c in general.

Check condition of profile.
Ensure machine is clear and c lean before inserting profile.

Ensure Machine is clean at the start of each shift

Date: 01/02/10
 Work Station Descriptions

Conventional Window – Pre Assembly

• Check paperwork is complete.

• Check qty’s and codes are as per cutting list.
• Check condition of profile, Drainage & Routing slots for burrs.
• Obtain Gasket as per cutting List.
• Check dates on Gasket Buckets.
• Check Gasket against ‘Gasket Chart’.
• Gasket & Bubble Seal, then inserted into Extrusion as per ‘Smart Systems Limited’
Fabrication Manual.
• Cut and mitred to section.
• Ensure Gasket and seal are flush, cut with a sharp blade.
• Sign Cutting List.
• Completed profile returned to bin and passed onto next workstation.

Forms – Attach to Board

• Cutting List Form 020.

• Non Conformity Forms Form 001 - When completed, pass to Factory Manager.
• Pre Assembly First off record Form 017 - Pass to Factory Manager at End of Week

Wall charts

• To be determined by Manufacturer and ‘Smart Systems Limited’.

Fabrication Manual

• With Bench 1

Inspection

Condition of Profile.
Gasket Stock Level.

Date: 01/02/10
 Work Station Descriptions

Crimper Bench

• Check paperwork is complete.

• Check qty’s and codes are as per cutting list.
• Check Cleats as per cutting List against Cleat Chart.
• Ensure Smart Systems Limited Crimper Tooling as per records are in place and
accessible at all times.
• Set up Crimping Machine as per the Wall Chart.
• Check sample is OK and adjust Crimping machine if necessary.
• Insert Corner Cleat and Corner Chevrons.
• Silicone Cut Faces of mitre joint and wipe off excess Silicone
• Seal Mitre faces.
• Position Mitre and Crimp.
• Check strength of mitre joint (Should NOT Move), Chevrons should not rattle!! Crimp
should be GAP Free and flush internally and externally.
• Sign Cutting List.
• Assembly then passed onto Next Work Station as per Cutting List.

Forms – Attach to Board

• Cutting List Form 020.

• Non Conformity Forms Form 001 - When completed, pass to
Factory Manager.
• Crimped Assembly First off record Form 015 - Pass to Factory Manager at
Week End.
Wall charts

• To be determined by Manufacturer and ‘Smart Systems Limited’.

Fabrication Manual

• With Bench 1

Inspect

• Condition of Profile, Gasket and Bubble Seal.

• Cleat Stock Levels.
• Chevron Stock Levels.
• Mitre Lines.

Date: 01/02/10
 Work Station Descriptions

Conventional Window – Part Build

• Check paperwork is complete.

• Check Profile codes for ‘Transoms’ and ‘Mullions’.
(Check against Profile Chart on the wall) .
• Use Drill Jig as per ‘Tooling Chart’.
• Align and Drill accordingly as per Smart Systems Limited Fabrication manual.
• Insert Bubble Seal.
• Locate Transom/Mullion within Frame member. Ensure both inner and outer faces are
flush with section when located and fix using screws as per ‘Assembly Section’ in
Smart Systems Limited fabrication manual
• Sign Cutting List.
• Assembly then passed onto Next Work Station as per Cutting List.

Forms – Attach to Board

• Cutting List Form 020

• Non Conformity Forms Form 001 - When completed, pass to
Factory Manager.
• Window Pre Build Record Form 018 - Pass to Factory Manager
at End of Week.

Wall charts

• To be determined by Manufacturer and ‘Smart Systems Limited’.

Fabrication Manual

• With Bench 1

Inspect

• Cutting List.
• Drainage Holes.
• Routing Slots.
• Burrs.
• Stock Levels for Screws etc

Date: 01/02/10
 Work Station Descriptions

Conventional Window – Final Assembly

• Check paperwork is complete.

• Visually Inspect Frame For:
o Damage.
o Poor Quality Assembly.
o Gaps.
• Check Locking Mechanisms etc as per Cutting List.
• Assemble Locking Mechanisms into Vent Frame as per manual.
• Assemble Friction Stays onto Vent Sections using .
• Fit Handle as per manual
• ‘Keep’ locations as per manual.
• Sign Cutting List.
• Assembly then passed onto Next Work Station as per Cutting List.

Forms – Attach to Board

• Cutting List Form 020.

• Non Conformity Forms Form 001 - When completed, pass to
Factory Manager.
• Window Final assembly Record Form 019 - Pass to Factory Manager
at End of Week

Wall charts

• To be determined by Manufacturer and ‘Smart Systems Limited’.

Fabrication Manual

• With Bench 1

Inspection

Monitor Stock Levels of:

o Locks.
o Handles.
o Screws.
Window Operation Checks

Check Sash Alignment through Mitres. Sash operation should be clear with no fouling

Date: 01/02/10
 Work Station Descriptions

Conventional Window – Beading

• Check paperwork is complete.

• Visually Inspect Assembly For:
o General Damage
o Gaps in Finished Beads
• Beading completed using Measuring Stick.
• Beads as Cut as per the following:
o Bottom - Both Ends Square.
o Sides - Scribe Bottom, Square Top.
o Top - Both Ends Scribe.
• Fit Beads and then remove.
• Obtain ‘Captive Rubber Gasket’.
• Insert ‘Captive Rubber Gasket’ as per Cutting List.
• Reinsert Bead and secure for Transportation.
• Attach Glazing Wedge to Window for Dispatch.
• Sign Cutting List.
• Assembly then passed onto Next Work Station as per Cutting List.

Forms – Attach to Board

• Cutting List Form 020 - When Completed, pass to

Final Inspecti on.
• Non Conformity Forms Form 001 - When completed, pass to
Factory Manager.
Wall charts

• To be determined by Manufacturer and ‘Smart Systems Limited’.

Fabrication Manual

• With Bench 1

Inspection

Check Profile Condition.

Monitor Stock Levels of Beads.
Check Beads for Burrs.
Check Bead Saw Blade and date for Change.
Ensure Internal Glazing wedge is attached to window for dispatch.

Date: 01/02/10
 Work Station Descriptions

Conventional Window – Full Inspection

• Check paperwork is complete.

• Check quantity of Windows and Doors
• Visually Inspect Assembly For:
o Damage.
o Gaps.
o Finnish.
• Check mitre lines are true.
• Check Full Operation of Window.
• Full Dimensional Check. +/- 1.5mm.
• Check Glass, as per Cutting List on Board.
• Check Handle type and colour.
• If the Window passes , stick on ‘Green Sticker’.
• If product passes, apply Label.
• If the Window Fails, stick on ‘Red Sticker’, raise Non Conformity,
inform Factory Manager and place in Quarantine area.
• Sign Cutting List.
• Assembly then passed onto Despatch Station as per Cutting List.

Forms – Attach to Board

• Cutting List Form 020 - When completed, pass onto

Despatch.
• Non Conformity Forms Form 001 - When completed, pass to
Factory Manager.

Charts

• To be determined by Manufacturer and ‘Smart Systems Limited’.

Inspection

As Above

Date: 01/02/10
 Work Station Descriptions

Window – Rebate Bead

• Check paperwork is complete.

• Visually Inspect Assembly For:
o General Damage
o Gaps in Finished Beads
• Beading completed using Measuring Stick
• Beads as Cut as per the following:
o Top and Bottom - Both Ends Square.
o Sides - Scribe Both Ends
• Fit Beads and then remove.
• Obtain ‘Captive Rubber Bubble Seal’, check Batch Number and Date.
• Insert ‘Captive Rubber Bubble Seal’ as per Cutting List.
• Reinsert Bead and secure with Rebate Wedge.
• Sign Cutting List.
• Assembly then passed onto Next Work Station as per Cutting List.

Forms – Attach to Board

• Cutting List Form 020

• Non Conformity Forms Form 001 - When completed, pass to
Factory Manager.

Wall charts

• To be determined by Manufacturer and ‘Smart Systems Limited’.

Fabrication Manual

• With Bench 1

Inspection

Check Profile Condition.

Check Beads for Burrs.
Check Bead Saw Blade and date for Change.

Monitor Stock Levels for ‘Rebate Wedge’.

Date: 01/02/10
 Work Station Descriptions

Entrance Door - Preparation

• Check paperwork is complete.

• Drill Pilot Holes as per ‘Smart Systems Limited’ Tooling Chart/Fabrication Manual’
using appropriate drill jig.
• Tolerances +/- 1mm
• Check for Burrs.
• Sign ‘Cutting List.
• Assembly then passed onto Next Work Station as per Cutting List.

Forms – Attach to Board

• Cutting List Form 020

• Non Conformity Forms Form 001 When completed, pass to
Factory Manager.

Wall charts

• To be determined by Manufacturer and ‘Smart Systems Limited’.

Fabrication Manual

• With Bench 1

Inspect

Profile Condition

Date: 01/02/10
 Work Station Descriptions

Entrance Door – Partial Assembly

• Check paperwork is complete.

• Obtain ‘Captive Gasket’ as per cutting List & Insert.
• Assemble corners of door leaf ensuring ALL components detailed within
‘Smart Systems Limited’ Fabrication Manual.
• Glaze the Door at the Letter ‘E’ stage of assembly as per ‘Smart Systems Limited’
Fabrication Manual. Ensure the Glass Packers are in place at this point.
Remaining Vertical Section then assembled.
• Sign ‘Cutting List.
• Assembly then passed onto Next Work Station as per Cutting List.

Forms – Attach to Board

• Cutting List Form 020

• Non Conformity Forms Form 001 - When completed, pass to
FactoryManager.

Wall charts

• To be determined by Manufacturer and ‘Smart Systems Limited’.

Fabrication Manual

• With Bench 1

Inspection

• Monitor Captive Gasket Stock Level.

Date: 01/02/10
 Work Station Descriptions

Entrance Door – Final Assembly

• Check Paperwork is complete.

• Assemble Hinge Back Plates into Frame as per‘Smart Systems Limited’ Fabrication
Manual.
• Assemble Lock Keep Back Plates into Frame as per manual.
• Insert Woolpile Seal into Sections.
• Assemble Outer Frame Components and using Corner Cleats and Cams as shown
in the Smart Systems Limited’ Fabrication Manual, applying a silicone seal prior to
final tightening.
• Fix Hinge to Outer Frame using the back plate and Machine Screws provided.
• Adjust hinges to final fix position and secure
• Lift door leaf onto hinges and adjust accordingly.
• Fix coverstrip throughout where necessary.
• When Complete, pass onto Final Inspection.

Forms – Attach to Board

• Cutting List Form 020 – When complete, pass onto

Final Inspection.
• Non Conformity Forms Form 001 - When completed, pass to
Factory Manager.

Wall charts

• To be determined by Manufacturer and ‘Smart Systems Limited’.

Fabrication Manual

• With Bench 1

Date: 01/02/10
FACTORY
PRODUCTION
CONTROL (FPC)
Form Templates
 Job Number:

PRODUCT OR PROCEDURE
NCR Ref No :
NON-CONFORMITY REPORT
Non Conformance

Date Non Conforming Reason for Non Raised by

Product/Procedure Conformity

Corrective Action Taken

Date Immediate action taken Action taken by

to rectify product/process

Preventative Action Taken

Date Long term action required to prevent reoccurrence of Action taken by

non-conformity

Managing Directors Comments

Signed Name Date

01/02/10 Form 001 Issue 1

NON CONFORMITY REPORT I NDEX

Date NCR No Job No REASON COMPLETION

DATE

01/02/10 Form 002 Issue 1

CUSTOMER COMPLAINT FORM

Customer CCF Number

Address Date of Complaint

Person Receiving
Complaint
Delivery/Collection
Date
Number of Units
Subject to Complaint
Telephone Job Number

Customer
Contact

Nature of Complaint

Action Rec ommended

Authorised by

Action Taken

Performed by Date

Signed off by

01/02/10 Form 003 Issue 1

CUSTOMER COMPLAINT INDEX

Date CC No Job No REASON COMPLETION

DATE

01/02/10 Form 004 Issue 1

VENDOR RATING FORM

Supplier Name:

Address:

Post Code:
Telephone: Fax:
E-mail Address:
Contact Name:
Products Supplied:
2010 2011 2012 2013 2014 2015
Ratings:

Rating Product Description Notes

Quality critical products/services from a
A Supplier with UKAS ISO 9001:2000
accreditation
Quality critical products/services from a
B Supplier with non UKAS ISO 9001:2000
accreditation
Quality critical products/services from a
C supplier without ISO 9001:2000
accreditation
Non Quality Critical products/services
D
supplier
Supplier whose past performance has
E been unsatisfactory. Products must not be
purchased from such a supplier
ISO 9001 Proprietary Product/Service
supplier
F
YES/NO

Literature Available

YES/NO

Rating Quality Description

Good – no failure rate on materials
1
supplied

Fair – occasional failure rate on materials

2
supplied
Poor – frequent failure rate on materials
3
supplied

Signed:

Dated:

01/02/10 Form 005 Issue 1

 NEF No:
NEW ENQUIRY FORM
New Enquiry Date
Taken By

New Enquiry Date

Passed to

Customer
Name

Address

Post Code

Contact Name

Title

Tel No: Fax No:

Mobile No: Other No. :

email

Web Site www.

Products & Quantity

Windows/Doors Conservatory Roofs

Contact
Visit Telephone Fax/Post

When Day Time

Comments

01/02/10 Form 006 Issue 1

 EMPLOYMENT RECORD FORM

Name Employee Number

Work Competence Level

Station Training 50% 100%
Train Sign Employ Date Train Sign Employ Date Train Sign Employ Date

Management Rep
New Enquires
Service
Quotation
Order Input
Order Check
Office Admin/Fensa
Sales - Domestic
Office

Sales - Trade
Sales -Commercial
Profile Purchasing
Glass Purchasing
Hardware Purchasing
Roof Purchasing
Accounts
Other - Purchasing
Goods Inwards
Dispatch
Aluminium Fabrication

Qty Manual Training

Service Engineer
First Aid
Fork Lift Truck
Delivery/Driver

01/02/10 Form 10 Issue 1

EMPLOYEE S IGNATURES INDEX
NAME NUMBER SIGNATURE INITIALS DATE
JOINED SIGNED LEFT

01/02/10 PAGE OF Form 011 Issue 1

 Week Commencing Mon / /
WORK CENTRE DAILY C HECK S HEET
One Check at the Start of Each Shift

W ORK C ENTRE D AILY C HECK S HEET

Profile Length Drainage Slot Profile Angle
Date Profile Job Actual Actual Actual Actual Pass/
Code No List +/- List Length List Width List +/- Fail
0.5mm Length +/- Width +/- 0.5°
0.5mm 0.5mm
Mon
/ /
Tues
/ /
Wed
/ /
Thur
/ /
Fri
/ /
Sat
/ /
Sun
/ /

If any checks fail, raise Non Conformity Form 001 immediately and inform Factory Manager

01/02/10 Form 034 Issue 1

 Week Commencing: / /

PROFILE C UTTING RECORD S HEET - ALUMINIUM

3 Cuts per Shift Recorded

Tolerance +/- 1mm

Cutting List Actual
Date Job Number Profile Pass / Fail Signed
Dimensions Dimensions

Mon

/ /

Tues

/ /

Wed

/ /

Thurs

/ /

Fri

/ /

Sat

/ /

Sun

/ /

01/02/10 Form 014 Issue 1

 Week Commencing: Mon / /

CRIMPED ASSEMBLY – FIRST OFF RECORD S HEET

3 Windows per shift
Diagonal Diagonal
Works Actual Works Actual Width Width
Assembly Pass /
Date Job Number Order Width Order Height 1 2 Signed
Description Fail
Width +/- 1.5mm Height +/- 1.5mm +/- 2mm

Mon
/ /

Tues
/ /

Wed
/ /

Thur
/ /

Fri
/ /

01/02/10 Form 016 Issue 1

 Week Commencing: Mon / /

WINDOW PRE-BUILD ASSEMBLY F IRST OFF RECORD S HEET

3 Windows per Shift

Outer Frame Transom Mullion

Date Job Number Profile Profile Profile Signed
Code Code Code

Mon
/ /

Tues
/ /

Wed
/ /

Thur
/ /

Fri
/ /

Sat
/ /

Sun
/ /

01/02/10 Form 018 Issue 1

 Week Commencing: Mon / /

WINDOW FINAL ASSEMBLY FIRST OFF RECORD S HEET

3 Windows per Shift

Locking
Handle Handle Handle
Date Job Number Mechanism Signed
Code Colour Side
Code

Mon
/ /

Tues
/ /

Wed
/ /

Thur
/ /

Fri
/ /

Sat
/ /

Sun
/ /

01/02/10 Form 019 Issue 1

INTERNAL AUDIT S CHEDULE

Subject Reference Full

Audit
General 2.4.1 X
Manuals 2.4.2.1 X
Manuals 2.4.3.1 X
Standards 2.4.3.2 X
Company Documents 2.4.3.3 X
Product Literature 2.4.3.4 X
Control of Records 2.4.4 X
Review Input 3.3.6.1 X
Review Output 3.3.6.2 X
Human Resources 4.3.2 X
Infrastructure 4.3.3 X
Planning Realization 5.3.1 X
Product Related Requirements 5.3.2.2 X
Customer Communication 5.3.2.3 X
Purchasing Process 5.3.4.1 X
Purchase Information 5.3.4.2 X
Verification of Product Purchased 5.3.4.3 X
Control of Production 5.3.5.1 X
Validation Process 5.3.5.2 X
Traceability 5.3.5.3 X
Customer Property 5.3.5.4 X
Product Preservation 5.3.5.5 X
Control of Measuring Devices 5.3.6 X
Customer Satisfaction 6.3.2.1 X
Internal Audit 6.3.2.2 X
Monitoring of Product 6.3.2.4 X
Non Conforming Product 6.3.3 X
Analysis of Data 6.3.4 X
Continual Improvement 6.3.5.1 X
Corrective Action 6.3.5.2 X
Preventative Action 6.3.5.3 X

01/02/10 Form 050 Issue 1

 Sheet 1 of 8

INTERNAL AUDIT DOCUMENT

Subject Ref Question Response
General Can customer be
identified?
Customer Who took enquiry?
Personnel who took
enquiry part of identified
team?
Were forms signed?

Was enquiry generated by

authorized representative?
Company
Quotation
Was enquiry checked by
authorized representative?
How was quotation sent?
Was Quotation signed and
dated?

Customer Order viewed and

Order approved for manufacture
by Authorized person?
Was Customer told of
delivery time?
Was order checked
against quotation for
differences?
Was Customer Name and
Reference entered onto
sheet?
Was Order given internal
reference?
Was Order Sheet signed?

Input of Order into Computer Was information entered

onto computer by
authorized personnel?
Was Customer name and
reference entered
correctly?
Was sheet signed?

01/02/10 F orm 029 Issue 1

 Sheet 2 of 8

Subject Ref Question Response

General 2.4.1 Was Computer Sheet
checked against
Customer Order?
Works Were all Computer
Order Sheets printed?
Was Sheet Signed?
Company Purchase Was Product ordered
Order correctly?
Was Purchase Order
Faxed dated and
signed?
Goods Was Delivery Note
Received received?
Was Delivery Note
checked against
Purchase Order, signed
and dated?
Are Operators
Inspection Inspecting work as per
their Job Description?
Was Final Inspection
carried out by Fully
trained operative?
Was Sheet Signed?
Invoices Do Invoices match
original order?
Was Invoice available?
Completed Were the following
Customer File together:
Customer Order?
Pink Invoice Copy
Signed Delivery Note?

01/02/10 F orm 029 Issue 1

 Sheet 3 of 8

Subject Ref Question Response

Can all Controlled
Documents be
identified?
Can all Locations of
Controlled Documents
be Identified?
Manuals 2.4.2.1 Can all Copies of
Controlled Documents
be identified?
Can all locations of
Uncontrolled
Documents be
identified?
Manuals 2.4.3.1 Are all pages of Quality
Manual signed and
updated?
Are all pages of Works
Manual signed?
Standards 2.4.3.2 Can the following
Standards be found?
BS7412
BS7950
BS4873
Company 2.4.3.3 Can all Original Copies
Documents of Forms be located?
Do Forms currently in
use match the Issue of
the Original Copy
Product 2.4.3.4 Can Literature from
Literature each Supplier be found?
Control Of 2.4.4 Identify historical
Records records for:
Management Review
Audit Reports
Completed Orders

01/02/10 F orm 029 Issue 1

 Sheet 4 of 8

Subject Ref Question Response

When was the Last
Management Review?
Did the date Match the
proposed date in the
previous minutes?
Review Input 3.3.6.1 When is the next
Management Review
Meeting?
Identify from the
Minutes of the Previous
Meetings actions to be
undertaken
Are there actions?
Review Output 3.3.6.2 Are clear actions for
improvement identified?
Have actions been
implemented?
Are individuals
identified?
Provision of 4.3.1 Is there evidence
Resources sufficient funds are
available?
Human Resources 4.3.2 Do all current
employees appear in
Records?
Is there ongoing
training?
Are Training Records up
to date?
Are people operating
machines, trained?
Are all Driving Licences
Current?
Are there Points on any
Licenses?
Infrastructure 4.3.3 Are Factory Heating
Records up to date?
Is there sufficient
Lighting?
Are Machine
maintenance records up
to date?
Are all employees
wearing personnel
protective equipment?

01/02/10 F orm 029 Issue 1

 Sheet 5 of 8

Subject Ref Question Response

Planning 5.3.1 Are BBA. SBD & BFRC
Realization Licences available
Check all critical
materials
are purchased from
specified supplier?
What critical materials
are in use on the shop
floor?
Are there any non
specified critical
materials in Stores?
Check Delivery Notes
from critical material
suppliers for clear
material descriptions?
Do Goods Inwards
Forms show records of
inspection?
Product Related 5.3.2.2 Find example of Quote
Requirements & Order & identify match
Are Order Amendments
recorded?
Customer 5.3.2.3 Is Supplier literature
Communication available?
Are there records of
Customer Satisfaction?
Are there records of
Customer Complaints?
Are records kept of
Complaint
Investigations?
Purchasing 5.3.4.1 Are all Suppliers rated?
Process When was the last
rating?
Are there any suppliers
on 2 or 3 rating?
Are any Non
Conformities raised
against Suppliers?
Is there evidence of
Corrective or
Preventative action
against relevant supplier
issues?
Purchase 5.3.4.2 Are all Purchase Orders
Information recorded accurately?

01/02/10 F orm 029 Issue 1

 Sheet 6 of 8

Subject Ref Question Response

Verification of 5.3.4.3 Are Customer Delivery
Product notes signed?
Purchased
Are there Delivery notes
missing from Customer
file?
Are all Supplier Delivery
Notes signed?
Are there records of
Delivery quantities and
quality checks?
Control of 5.3.5.1 Are Weld Head
Production Temperatures taken
daily?
Do Weld Tests follow
Works manual?
Are Measuring Tapes
Calibrated?
Are Measuring Tapes
up to date?
Can all Measuring
Tapes be found?
Is Steel Rule available?
Are all Forms specified
in Works Manual
completed and up to
date?
Validation 5.3.5.2 Are all work stations
Process signed for on cutting
list?
Are checks carried out
at each work station?
Traceability 5.3.5.3 Are all Profiles, Beads
and Reinforcing clearly
marked in Storage
Racks?
Are Profiles and Beads
stored on 1m supports?
Are Cut lengths
individually identified?
Does each completed
product have its own
label?
Customer 5.3.5.4 Are there Customer
Property Property Sheets?

01/02/10 F orm 029 Issue 1

 Sheet 7 of 8

Subject Ref Question Response

Product 5.3.5.5 Inspect Finished product
Preservation for signs of damage?
Control of 5.3.6 Can Certificates be
Measuring found for Steel Rule,
Devices
Temperature Probe and
Factory Heating Form
Are Devices well
maintained and stored
safely?
Who is trained to
operate Calibrations?
Customer 6.3.2.1 See Customer
Satisfaction Communication 5.3.2.3
Was the Previous Audit
on Schedule?
Have all requirements
been met?
How many NCR’s have
been raised since last
Internal Audit?
Internal Audit 6.3.2.2 Have all NCR’s been
actioned?
Have Preventative
Measures been
implemented?
Is there evidence of
Inspection of Suppliers
Goods?
Monitoring of 6.3.2.4 Are Goods Inwards
Product sheets signed?
Is there evidence of
dimensional checks of
product during
production?
Does Final Inspection
show product clean and
fully operational?
Does finished product
identify Pass and Fail?
Do Non Conformity
Reports identify scrap
and location?
Non Conforming 6.3.3
Product Control

01/02/10 F orm 029 Issue 1

 Sheet 8 of 8

Subject Ref Question Response

Analysis of Data 6.3.4 Do Management Meeting
Meetings analyse Data?
Are actions discussed
and created?
Continual 6.3.5.1 Is there evidence from
Improvement Analysis that actions
have been made to
improve Company and or
Product?
Have all targets set in
Previous minutes been
met?
Are all Corrective Actions
completed on Non
Conformity Reports?
Are Corrective Actions
discussed at
Management Meetings?
Corrective Action 6.3.5.2 Customer complaints
dealt with at Customer
Communication 5.3.2.3
Are Preventative Actions
discussed at
Management Meetings?
Preventative 6.3.5.3 Is there evidence from
Action minutes of meetings that
Preventative Actions
have been implemented?
What outstanding
Preventative Actions are
there?

01/02/10 F orm 029 Issue 1

WORK STATION INDEX Page 1 of 3

Form Description Work Station Frequency Work Station Record

No Issuer Route Location
Employee
Non Management Every Line Manager Non
1 Conformance Rep Internal MD Conformance
Report Fault Manage Rep Folder
Manage Review
Non Manage Rep Non
2 Conformance Management Every Manage Review Conformance
Report Rep NCR MD Folder
Index Manage Review
Employee
Customer Management Every Line Manager Customer
3 Complaint Rep External MD Complaint
CC Manage Rep Folder
Manage Review
Customer Management Manage Rep Non
4 Complaint Rep Every Manage Review Conformance
Index CC MD Folder
Manage Review
Manage Rep
5 Vendor Management Every MD Vendor Rating
Rating Rep Critical All Purchasers Folder
Form Supplier MD
Manage Rep
Every Employee
6 New Enquiry Employee New Sales Sales
Form Enquiry MD Folder
Manage Rep

Measuring Monthly Manage Rep Measuring

7 Tape Management Employee Tape
Calibration Rep Manage Rep Folder
Sheet
Every Manage Rep
8 Equipment Data Management New MD Quality
Sheet Rep Machine Manage Review Records
Manage Rep

Manage Rep
9 Training Manageme nt All MD Training
Matrix Rep Employees Line Manager Records
& Training Manage Rep

Training Management All Manage Rep Training

01/02/10 Form 030 Issue 1

WORK STATION INDEX Page 2 of 3

10 Record Rep Employees MD Records

& Training Employees
Manage Rep
Employee Management All Manage Rep Training
11 Signatures Rep Employees Employee Records
Manage Rep Folder
Purchase Every Purchaser Supplier
12 Order Manufacturer Purchase Supplier Folder
Purchaser Goods Inwards
Accounts
Management Manage Rep Manufacturing
13 Profile Check Rep Weekly Operative Records
Manage Rep
Profile Manage Rep
14 Cutting Management Weekly Factory Manager Manufacturing
Record Rep Manage Rep Records
Sheet
Milling & Manage Rep
15 Routing Management Weekly Factory Manager Manufacturing
First Off Rep Manage Rep Records
Record
Crimped Management Weekly Manage Rep Manufacturing
16 Assembly Rep Factory Manager Records
First Off Manage Rep

Window Management Weekly Manage Rep Manufacturing

17 Pre-Assembly Rep Factory Manager Records
First Off Manage Rep
Record
Window Manage Rep
18 Pre-Build Management Weekly Factory Manager Manufacturing
Assembly Rep Manage Rep Records
First Off
Window Manage Rep
Final Assembly Management Weekly Factory Manager Manufacturing
19 First Off Rep Manage Rep Records
Record
Order Input
20 Cutting List Order Input Every Factory Manager Customer
Order Operatives Order
Final Inspection Folder
Office Admin

01/02/10 Form 030 Issue 1

WORK STATION INDEX Page 3 of 3

Manufacturer Order Input Customer

21 Delivery Order Input Every Despatch Order
Note Order Customer Folder
Office Admin
Supplier Every Every Supplier Supplier
22 Delivery Supplier Order Goods Inwards Folder
Note Delivery Accounts

23

Client
24 Client CClient Every Sales Sales
Enquiry Enquiry MD Folder
Manage Review
Sales
Quotation Sales Every Client Sales
25 Quotation MD Folder
Manage Review

26

27

28

Internal Manage Rep

29 Audit Management Annually MD Management Rep
Document Representative Manage Review Office
Manage Rep
Form to Management As & Forms Manual Management Rep
30 Work Station Representative When Office
Index
31 Form Index Management As & Forms Manual Management Rep
Representative When Office

01/02/10 Form 030 Issue 1