SERVICE PROVIDERS Quality Manual 2012
Š This manual has been produced by Len Gair, and may not be reproduced in part or in entirety without his prior written permission.
Bobtech Quality Manual [92010]
SECTION No: 1 ISSUE No: 02 Page 2 of 20
April 2012 AIMS Bobtech service providers Quality Manual aims to: 1. Reduce the regulatory burden placed on organisations and individuals efficiently, 2. Simplify the Vocational Development and Lifelong Learning specification process, 3. Identify energy and environmental saving through a process of self development and compliance with statutory duties and regulatory requirements. 4. Promote workplace and road Safety management at all levels, 5. Provide controlled, cost effectively security solutions to the business, employment and third sectors with specific aims to lone workers and data. 6. Provide self managing systems, time controls and performance measurement systems that add economic and social value. OBJECTIVES 1. Reduce business and workplace stress by understanding the meeting of requirements of stakeholders effectively; 2. Encourage men, women and children to take responsibility for their own training, learning and performance measurement with the aim of demonstrating environmental work efficiencies which can be objectively measured; 3. Introduce a programme of vocational self development to the organisation and obtain results from process performance and work of activities; 4. Develop a culture of risk awareness generated by work or business activities, 5. Install e-learning and new technologies to protect those most at risk at work or at home, 6. Provide products to that conform to the Employment Act 2008 requirements to enable men, women and children to know, understand and prove they are able to do their job as defined by their; a) Written statement of main terms of employment, b) Vocational occupational standard performance requirements, c) Specified Codes of Practice which relevant to the job role and level of responsibility, d) Comply with the specified requirements of the European Qualifications Framework for Lifelong Learning, and e) Europass specifications 7. Seek recognition for design and application of “Quality Management Principles� ISO9000 series as a framework to improve organisational performance. 8. Provide products and services of generic values which enable Key competencies and job specific performance requirements to be achieved. That are relevant to the Job holders National Occupational Standard and level of responsibility.
Issued by: LEN GAIR: DIRECTOR OF GROUP PROJECTS
Approved by: JOHN HODGKINSON: MANAGING DIRECTOR
Bobtech Quality Manual [92010]
SECTION No: 1 ISSUE No: 02 Page 3 of 20
April 2012 CONTINUAL IMPROVEMENT AND QUALITY MANAGEMENT SYSTEM Responsibilities for continual improvement and development of the quality management system shall be determined by Director of Group Projects and approved by The Managing Director. This shall include the following; 1. Identifying stakeholder objectives and customer training requirements, 2. Defining roles and organisational responsibilities, 3. Organisational research, system design and product development, 4. New system trials and product realisation potential, 5. Analysis, performance measurement, recording and storage of data, 6. Installation and project management of product and systems in to the work environment. ISO 9001: 2008 This International Standard is required where an organisation; a) Needs to demonstrate its ability to consistently provide product that meets customer and applicable statutory and regulatory requirements, and b) Aims to enhance customer satisfaction through effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable statutory regulatory requirements. NOTE 1: The International Standard, the term for “Product” only applies to a) Product intended for, or required, by a customer, b) Any intended output resulting from the product realisation processes. NOTE 2: Statutory and regulatory requirements can be expressed as legal requirements. TERMS AND DEFINITIONS In order to comply with International Standard ISO9001: 2008, wherever the term “Product” occurs it can also mean “service”.
Issued by: LEN GAIR: DIRECTOR OF GROUP PROJECTS
Approved by: JOHN HODGKINSON: MANAGING DIRECTOR
Bobtech Quality Manual [92010]
SECTION No: 1 ISSUE No: 02 Page 4 of 20
April 2012 ENGAGEMENT METHODOLOGY 1. PLAN:
Establish the conformity needs of our clients and customers. Confirm objectives and outcome level requirements. Identify the key processes and project responsibility. Agree levels to be achieved, recording system and devices necessary to analyses results in accordance with job specific and regulators requirements.
2. DO:
Agree time lines, recording system(s), devices and tools necessary to measure results before implementing the development process.
3. CHECK: Monitor and Measure installation process and products used against policies, organisation objectives and occupational requirements. Measure performance results and outcomes, 4. ACT:
On poor performance and below level of expectancy results. Monitor risk to health, safety, security and /or conformity to occupational Code(s) of Practice. Provide remedial training and support where necessary to meet compliance requirements.
PRODUCTS OFFERED 1. Regulation and Conformity, 2. Security systems, Devices and Tools, 3. Training and Recording products, 4. Personal development and careers advice (Levels 1 – 5). ORGANISATION VALUES 1. 2. 3. 4. 5. 6.
Personal Safety, Health and Wellbeing, Lifelong Learning Economic Wellbeing, Citizenship, Measured Performance, Affordable Quality.
If you would like to know more about our service providers manual or products please click here and state the nature of your enquiry. John Hodgkinson.
Managing Director,
Issued by: LEN GAIR: DIRECTOR OF GROUP PROJECTS
Approved by: JOHN HODGKINSON: MANAGING DIRECTOR
Bobtech Quality Manual [92010]
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April 2012 SECTION
SUBJECT
PAGE
A
DISTRIBUTION OF MANUAL
5
B
REVISION STATUS OF MANUAL
4
C
RESPONSIBILITY AND AUTHORITY
5
D
CROSS REFERENCE WITH STANDARDS
6
E
QUALITY MANAGEMENT SYSTEM
9
F
WORK ENVIRONMENT INFRASTRUCTURE IMPROVEMENTS
11
G
EXCLUSIONS
12
H
INDEX OF PROCEDURES
12
I
APPENDICES
12
SECTION A: DISTRIBUTION OF MANUAL
1 2 3 4 5
Managing Director Director of Group Projects UKAS Approved Distributors Licensed Distributors Frontline Licence Holders
Issued by: LEN GAIR: DIRECTOR OF GROUP PROJECTS
Approved by: JOHN HODGKINSON: MANAGING DIRECTOR
Bobtech Quality Manual [92010]
SECTION No: 1 ISSUE No: 02 Page 6 of 20
April 2012 SECTION B: REVISION STATUS OF MANUAL Section
System
ALL
N/A
D
1
Organisation Amendments ACM application and revision
Issued by: LEN GAIR: DIRECTOR OF GROUP PROJECTS
Issue No.
Date
Authority
1
15/07/11
LG
2
01/09/12
LG
Approved by: JOHN HODGKINSON: MANAGING DIRECTOR
Bobtech Quality Manual [92010]
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April 2012 Section D
System
Issue No.
Date
Authority
Corporate Manslaughter Act 2007
2
01/09/12
LG
1.b
Reducing Regulation 2010
2
01/09/12
LG
1.c
European Qualifications Framework
2
01/09/12
LG
1c
(EQF) Key Competencies
2
01/09/12
LG
1.d
Security
2
01/09/12
LG
1.1
Economic benefits of Standardisation
2
01/09/12
LG
1.2.a
Accreditation Regulation (765/2008)
2
01/09/12
LG
1.2.b
Decision 768/2008
2
01/09/12
LG
1.3
Conformity Assessment Accreditation
2
01/09/12
LG
1.4
United Kingdom Accreditation Service
2
01/09/12
LG
1.5
Vocational Self Regulation
2
01/09/12
LG
1.6.a
BIS Starting Out
2
01/09/12
LG
1.6.b
HSE Starting Out
2
01/09/12
LG
1.7
Quality Management Principles
2
01/09/12
LG
1 1.a
Stakeholder Requirements
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Approved by: JOHN HODGKINSON: MANAGING DIRECTOR
Bobtech Quality Manual [92010]
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April 2012 Section D
System 2
Organisation Responsibilities
2.1
Issue No.
Date
Authority
2
2.2 2.3
Issued by: LEN GAIR: DIRECTOR OF GROUP PROJECTS
Approved by: JOHN HODGKINSON: MANAGING DIRECTOR
Bobtech Quality Manual [92010]
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April 2012 Section D
System 3
Occupational Safety Requirements
Issue No.
Date
Authority
3.1 3.2 3.3
Issued by: LEN GAIR: DIRECTOR OF GROUP PROJECTS
Approved by: JOHN HODGKINSON: MANAGING DIRECTOR
Bobtech Quality Manual [92010]
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April 2012 Section D
System 4
HR RESPONSIBILITES
Issue No.
Date
Authority
4.1 4.2 4.3
Issued by: LEN GAIR: DIRECTOR OF GROUP PROJECTS
Approved by: JOHN HODGKINSON: MANAGING DIRECTOR
Bobtech Quality Manual [92010]
SECTION No: 1 ISSUE No: 02 Page 11 of 20
April 2012 SECTION C: ORGANISATION RESPONSIBILITY AND AUTHORITY The Managing Director shall: 1. Control security requirements for organisation, personnel and associates. 2. Display and communicate Health & Safety Law requirements. 3. Provide a Health & Safety Policy Statement. 4. Provide Insurance. 5. Decide who is to help organisational duties. 6. Make arrangements for [Fire, First Aid, Accidents and ILL Health] in the event of an emergency, 7. Ensure environmental management of key competencies and effective quality measures, procedures and processes are established. Implemented, managed, maintained adequately, and checked periodically to ensure the smooth running of the organisation and the compliance of its personnel with all statutory duties, legal requirements and applicable Codes of Practice at their respective job levels. The Director of Group Projects shall: 8. Identify regulatory changes that may affect organisational planning, 9. Maintain the “Service Providers� Quality manual and keep the organisation up to date with Organisational needs, employment Law and vocational training requirements, 10. Communicate organisation policies and procedures, 11. Consult with Employees, Clients, customers, and Associates, 12. Ensure the principles of EU Decision No 768/2008/EC are upheld and Health, Safety, wellbeing, vocational training and environment protection measures and requirements are communicated and improved upon and maintained at all levels within the organisation. 13. Plan time management, design and develop resources to comply with requirements cost effectively. 14. Produce performance reports and continual development recommendations to improve organisation performance and personal development. 15. Develop systems for employee, clients, customer and associates to feedback on organisation requirements, organisation direction, personal development and training/learning requirements. 16. Design and develop products and systems to record and measure organisation and personal development input and outcomes required by UK and EU technical requirements for the marketing of goods and services. 17. Design and develop products and systems to manage and develop Human resources to achieve recognised occupational levels of performance and competence, 18. Develop an interactive system to measure system user satisfaction and share development ideas to improve product and organisation efficiencies, reduce cost, improve inter sector dialogue and service levels. Aid professional development. NOTE: JOB ROLE, OCCUPATIONAL STANDARD AND LEVEL OF RESPONSIBILITY SHALL BE COMMUNICATED TO THE INDIVIDUAL VIA THEIR WRITTEN STAEMENT OF EMPLOYMENT. Issued by: LEN GAIR: DIRECTOR OF GROUP PROJECTS
Approved by: JOHN HODGKINSON: MANAGING DIRECTOR
Bobtech Quality Manual [92010]
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April 2012 SECTION D: CROSS REFERENCE WITH STANDARDS SYSTEM No SECTION TITLE 1
REF No
Legal STAKEHOLDER REQUIREMENTS Frame
1
1.1
Economic Benefits of Standardisation
1.1
1.2
Standardisation Infrastructure and Regulations
1.2a 1.2b
1.3
Conformity Assessment Accreditation and Conformity Model
1.3
1.4
United Kingdom Accreditation of Services
1.4
1.5
Reducing Regulations, Vocational Self Regulation
1.5
1.6a
Business Link Government Gateway
1.6b 1.7 2
Directgov Project Aims
ISO QMS
Development Strategy
Consumer Safety CE Marking
Legal ORGANISATION RESPONSIBILITIES [DUTY OF CARE] Frame
Organisation Worker Module 1 Module 2 2
2.1
Improving our work, business and exchanges with one and other
2.2
Regulation Finder
2.3
Practical guide to doing Business
2.4
Key Competencies and Conversions Tool
2.4
2.5
Financial Controls
2.5
2.6
Quality Management Principles
2.7
Business Regulations
2.8
Corporate Social Responsibility
2.8
2.9
Management Responsibilities
2.9
2.10
Management Training
2.11
Organisation and Professional Development Model
2.12
Flexicurity Induction process
2.13
Operational Activities
2.14
CE Marking Business News
2.12
Environmental policy
Occupational Training
Youth Training
2.10
2.12
Cross reference with standards (Continued on next page Issued by: LEN GAIR: DIRECTOR OF GROUP PROJECTS
Approved by: JOHN HODGKINSON: MANAGING DIRECTOR
Bobtech Quality Manual [92010]
SECTION No: 1 ISSUE No: 02 Page 13 of 20
April 2012 Cross reference with standards (Continued) SYSTEM No SECTION TITLE 3
4
REF No
Legal SAFETY REQUIREMENTS Occupational Safety and Health at Work Frame
3
3.1
Occupational Safety and Health at Work Framework
3.1
3.2
Health & Safety made simple
3.2
3.3
Training and Information “What you need to Know”
3.3
3.4
Health & Safety policy statement
3.4
3.5
Safety Culture Check List
3.5
3.6
Competent Advice
3.6
3.7
Strategic Framework of Road Safety
3.7
3.8
Work related road safety
3.8
Delivering Safely
Legal HUMAN RESOURCE RESPONSIBILITIES Employment and Training Frame
4
4.1
Summary of EU Legislation: web – tutorial
4.1
A short guide to flexible working
4.2
A managers guide to flexible working
4.3
Guidance for Young People
4.4
Employment Relationships ACAS Model Workplace
4.4.
4.5
Principles of Labour Law Employer Worker Occupational Standards
4.5
4.6
Training Strategic Framework Jobs
4.7
European Qualifications Framework [Lifelong Learning Programme]
4.7
4.8
What you know, Understand and are able to do? Reference Levels
4.8
4.9
Europass Curriculum Vitae Service
4.9
4.10
Training Programme 1
4.10
2.10
Training and Education General Framework
2.13
Quality policy
Registration
Training Policy
4.7 4.8
Advertising Standards
Issued by: LEN GAIR: DIRECTOR OF GROUP PROJECTS
Approved by: JOHN HODGKINSON: MANAGING DIRECTOR
Bobtech Quality Manual [92010]
SECTION No: 1 ISSUE No: 02 Page 14 of 20
April 2012 CLAUSE
ISO9001: 2008 STANDARD
Issued by: LEN GAIR: DIRECTOR OF GROUP PROJECTS
REF No
Approved by: JOHN HODGKINSON: MANAGING DIRECTOR
Bobtech Quality Manual [92010]
SECTION No: 1 ISSUE No: 02 Page 15 of 20
April 2012 SECTION E: Quality Manual Development Scope The Quality Manual is designed to support the Bobtech Consultancy and security service operational compliance with EU Decision No. 768/2008/EC and the statutory requirements of the Corporate Manslaughter and Homicide Act 2007. NOTE: All external links and data from UK or EU sites is quality checked prior to inclusion in the quality manual/management system. Quality Manual/ISO9001: 2008 development process;
Issued by: LEN GAIR: DIRECTOR OF GROUP PROJECTS
Approved by: JOHN HODGKINSON: MANAGING DIRECTOR
Bobtech Quality Manual [92010]
SECTION No: 1 ISSUE No: 02 Page 16 of 20
April 2012 KEY PROCESSES SYSTEM: 1
Controls
Research and identify the general links between, business and sectorial regulations safety and training obligations.
Design a quality manual to comply with general compliance requirements
Define social dialogue and the benefits of technical harmonisation and standardisation Map European and National Government objectives to project plan to ensure conformity to project specifications Develop a project plan for developing the organisation and workers and present to the MD for approval
Inputs
Outputs
1. European Accreditation Guidance 2. Accreditation and market surveillance Regulation (EC) No Source and link 765/2008 subject matter to 3. Sector training approved or requirements regulated information 4. European crosslinks to protect the industry social integrity and quality dialogue objectives of the 5. Social dialogue and project. employee participation 6. A new approach to Design a technical standardisation harmonisation and model and a standards Council framework for self resolution 85/C/136/01 regulation of 7. The Economic benefits Competency of Standardisation requirements 8. ISO9001 2008 Standard 9. National Occupational Standards for Leadership and Management 10.
Issued by: LEN GAIR: DIRECTOR OF GROUP PROJECTS
EQF LEVELS 7-8
Approved by: JOHN HODGKINSON: MANAGING DIRECTOR
Bobtech Quality Manual [92010]
SECTION No: 1 ISSUE No: 02 Page 17 of 20
April 2012 SYSTEM: 2
Controls
Issued by: LEN GAIR: DIRECTOR OF GROUP PROJECTS
Inputs
Outputs
Approved by: JOHN HODGKINSON: MANAGING DIRECTOR
Bobtech Quality Manual [92010]
SECTION No: 1 ISSUE No: 02 Page 18 of 20
April 2012 SUPPORT PROCESSES SYSTEM:4
Controls
Inputs
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Outputs
Approved by: JOHN HODGKINSON: MANAGING DIRECTOR
Bobtech Quality Manual [92010]
SECTION No: 1 ISSUE No: 02 Page 19 of 20
April 2012 SECTION F: WORK ENVIRONMENT INFRASTRUCTURE IMPROVEMENTS ISO9001 Continual Improvement is the most widely applied international standard. It strength lies in the fact that the same standard can be used in any organisation in any industry, of any size, anywhere in the world. Our objective is to introduce this standard into the organisation in e-format with the aim of ensuring compliance with our statutory duties and continually improve the service we provide to our clients and customers. This standard will be introduced in four stages as follows-; F1: Plan: Establish the objectives, systems and processes necessary to comply with the specific requirements of the ISO9001standard in the form of interactive documents, policies and procedures to effectively demonstrate cost effective compliance with legal, safety and conformity assessment requirements. F.2: Do: Identify risk factors relevant to the implementation plan and design control points in process to ensure management controls are maintained and individual areas of responsibility are agreed in the job profile and maintained at the front line. F.3: Check: Design and build a monitoring system to manage and measure progress against the organisation and staff objectives. Control risk factors arising from the implementation process. Control management, occupational standards, codes of practice, Job profile and customer satisfaction via a e-format documented matrix system. F.4: Act: Provide training or education where knowledge, skills or ability fall short of legal, safety or job profile requirements fall short of occupational standards or codes of practice. Proof of competency will be required and verification in order to meet ISO9001 International Standard and UK legislative framework requirements. Organisation Benefits of combining ISO9001 and Conformity Assessment Framework: a) Demonstrates compliance with legal requirements at all levels within the organisation. b)
The ISO9001process provides a factual approach to decision making.
c) The process approach with defined roles and responsibilities. d) A systematic approach to management which Involves people. e) Focuses attention on Customer and stakeholder requirements. f) Develops stronger supplier relationships g) Engages to people to look for continual improvement. h) Provides opportunities to access Lifelong Learning Programmes and funded development programmes from naturally occurring work activities. i) Enhances opportunities to win business and public service contracts.
Issued by: LEN GAIR: DIRECTOR OF GROUP PROJECTS
Approved by: JOHN HODGKINSON: MANAGING DIRECTOR
Bobtech Quality Manual [92010]
SECTION No: 1 ISSUE No: 02 Page 20 of 20
April 2012 SECTION G: EXCLUSIONS None SECTION H: INDEX OF PROCEDURES 1. Documents and Records 2. Training, Awareness and Competence 3. Audit and Review 4. Corrective and Preventative Actions SECTION I: APPENDICIES None
Issued by: LEN GAIR: DIRECTOR OF GROUP PROJECTS
Approved by: JOHN HODGKINSON: MANAGING DIRECTOR