Quality Manual and Administrative Manual

QUALITY POLICY The Guyana National Bureau of Standards is fully committed to Customer Satisfaction and Continual Improvement in the delivery of its product and services.

Management ensures compliance to all applicable standards and regulatory requirements by ensuring that all activities are executed by trained and competent personnel in an impartial manner and in accordance with the current GNBS and the Weights and Measures Acts.

We take pride in translating our objectives into superior product and services which enhances national development.

OUR VISION To be the premier national institiution for Standards and Quality in Guyana.

OUR MISSION To develop and implement the National Quality Infrastructure in partnership with key stakeholders, towards sustainable socio-ecomo,ic development and consumer protection.

CORE VALUES

Accountability We are accountable to our stakeholders.

We operate in a transparent manner and encourage participation of all relevant stakeholders in the execution of our mandate.

Synergy

We are consistently working as a team to create a conducive environment that fosters positive relationships and partnerships.

Professionalism

We operate in an honest, fair and respectful manner.

We pride ourselves in meeting our stakeholders' needs, in relation to NQI services.

Innovation

We search for novel ideas and solutions in the way we conduct our business. We utilize new technologies in our operations to enhance our business processes and service delivery to our stakeholders.

Respect We make effective use of our resources to ensure customer satisfaction in the delivery of our product and services.

Efficiency We make effective use of our resources and strive to be resourceful in time of doing more with less.

Guyana National Bureau of Standards Quality Manual QM Revision No. 3

Revision Date: 2021-08-31

QUALITY MANUAL

GUYANA NATIONAL BUREAU OF STANDARDS FLAT 15 SOPHIA EXHIBITION COMPLEX, SOPHIA, GEORGETOWN

REVIEWED BY:

Ramrattie Karan, Deputy Executive Director

APPROVED BY: Executive Director

Guyana National Bureau of Standards Quality Manual QM Revision No. 3

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CONTENTS Page 1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

Introduction Normative Reference Terms of Reference Context of the Organisation Leadership Planning Support Operation Performance evaluation Improvement

3 7 7 7 9 11 12 17 23 26

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INTRODUCTION 1.1

PROFILE OF THE GUYANA NATIONAL BUREAU OF STANDARDS The Guyana National Bureau of Standards herein refers to as GNBS was established in March 1985, under Act No. 11 of the year 1984. It has the legal status of a statutory Corporation governed by a National Standards Council (NSC), which is appointed by the Minister of Tourism Industry and Commerce.

Its contact Information: EXECUTIVE DIRECTOR Guyana National Bureau of Standards, Flat 15, Exhibition Complex, Sophia, GEORGETOWN GUYANA. Tel #: 592- 219- 0062, 0063, 0064, 0065, 0066

e-mail: info@gnbsgy.org Web site: www.gnbsgy.org Facebook: www.facebook.com/gnbsgy This manual outlines the relevant policies and references to relevant documents of the Guyana National Bureau of Standards (GNBS) Quality Management System (QMS) and is referred to as the Quality Manual (QM). It addresses all areas of operations to ensure the delivery of product and services consistent with the QMS and stakeholders satisfaction.

1.2

This QM is regarded as the primary or level I document for the QMS and has addressed all the clauses outlined in ISO 9001:2015 standard. The manual should be read in conjunction with the Administrative manual of the GNBS. The Administrative manual outlines all staff welfare issues such as promotion, disciplinary actions, training etc.

1.3

This manual serves to provide guidance for understanding the QMS and will be used to: • communicate the quality policies and objectives; • provide guidance and serve as a basis to achieve product and service quality, quality improvement and stakeholders’ satisfaction; • demonstrate conformance to ISO 9001:2015 standard; • provide the basis for auditing the QMS; • assist in evaluating the effectiveness of the QMS; and • provide appropriate training for the staff of the GNBS. Page 3 of 26

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1.5

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VISION To be the premier national institution for Standards and Quality.

1.6

MISSION To develop and implement the National Quality Infrastructure in partnership with key stakeholders, towards sustainable socioeconomic development and consumer protection.

Core Values • • • • • •

Accountability Synergy Professionalism Innovation Respect Efficiency

1.7

The departments under the scope of the QMS are: • Standardisation • Business Development • Certification Services • Human Resources • Administration • Finance • Industrial Metrology and Testing • Legal Metrology • Product Compliance • Marketing • Corporate Communication • Information Technology • Oil & Gas

1.8

SPECIFIC RESPONSIBILITIES OF EACH DEPARTMENT ARE:

1.8.1 Administration: provides support services for technical work of the GNBS. These activities are facilities maintenance, transportation, typing of documents, receiving and distribution of mails.

1.8.2 Human Resources: Management of the Human Resources; recruitment, training and staff development.

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1.8.3 Legal Metrology: The programmes of this department are: Legal Metrology Services- verification of weighing and measuring devices to ensure accuracy when used in commercial transactions.

1.8.4 Product Compliance Services: The programme involves monitoring the quality of specified products to ensure compliance with compulsory standards/regulations.

1.8.5 Standardisation: The programmes of this department are: •

Standards development: - involves formulating, adopting, revising and reviewing of national, regional (CARICOM) and international standards.

•

Codex Secretariat - serves as Contact Point for Codex Guyana. Standards, are received, circulated and reviewed to determine Guyana's position for submission to the Codex Alimentarius Commission.

1.8.6 Marketing: The programmes of this department are: •

Marketing: Raises the profile and impact of the GNBS by conducting promotional campaigns

1.8.7 Corporate Communication: involves sensitising stakeholders on relevant issues relating to standardisation, and disseminating information on GNBS activities.

•

Metrication: involves promoting the use of the International system of units in everyday life in Guyana, and facilitating the change over from imperial to the International system of units.

•

Technical Standards Information Unit: provides information on standardisation for GNBS staff and the general public, printing, publishing and sale of Guyana Standards.

•

WTO Enquiry point: functions as the contact point for standardisation matters relating to technical barriers to trade agreement, and with other regional and international organisations.

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1.8.8 Business Development: The programmes of this department are: •

Training: The objective of this service is to facilitate human resource development in the area of management system standards and quality. This is achieved through the provision of standardized and customized training.

•

Consultancy: The goal of the consultancy programme to is to deliver superlative technical assistance to companies to establish documentation and implement managements systems for the purposes of certification and accreditation readiness.

The management system standards cover ISO 9001 Quality Management, ISO 22000 Food safety management, ISO 14001 Environmental Management, ISO/IEC 17025 & ISO 15189 Laboratory Management, ISO/IEC 17020 Inspection management and ISO/IEC 17065 Certification Management systems.

•

National Accreditation Focal Point (NAFP): Provides technical assistance to Conformity Assessment Bodies (CABs) (inspection, testing and certification bodies) seeking accreditation to ISO/IEC 17025, ISO 15189, ISO/IEC 17020 and ISO/IEC 17065. GNBS as the NAFP provides support to businesses for them to achieve Accreditation.

1.8.9 Industrial Metrology and Testing: The programmes of this department are: •

Calibration services: provides calibration services for monitoring and measuring equipment and the maintenance of National Physical Standards that are traceable to International Standards.

•

Testing services: provides testing services to support other programmes of GNBS and the general public.

1.8.10 Finance: provides accounting and financial management for all programmes of the GNBS. 1.8.11 Information Technology: •

Information Technology: provides network support to facilitate external and internal communication through the local area network.

1.8.12 Certification Services: •

Audit Service: provides Audit services upon request to industry in the areas of management systems audits for standards which include ISO 9001, ISO 14001, ISO 22000, HACCP, ISO/IEC 17020, ISO/IEC 17065, ISO 15189 and ISO/IEC 17025.

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Laboratory Certification: promotes the implementation and maintenance of a laboratory management system meeting the requirements of the GYS 170 standard in laboratories. This is achieved through the provision of third party assurance and award of a certificate to indicate that the Laboratory Management System of the laboratory conforms to the requirements of the Guyana Standard GYS 170.

1.8.13 Oil and Gas Provides verification of the custody transfer meters on the Floating Production Storage Offshore vessel.

2.0

NORMATIVE REFERENCE ISO 9001:2015

3.0

TERMS AND DEFINITIONS

3.1

Refer ISO 9000:2015 – Quality Management System Fundamentals and Vocabulary.

4.0

CONTEXT OF THE ORGANISATION

4.1

Understanding the organisation and its context The GNBS has determined the internal and external issues that are relevant to its strategic direction and that affect its ability to achieved intended result of the QMS. The issues are outlined in Appendix 1 - Internal and External Issues.

4.2

Understanding the needs and expectations of interested parties The GNBS has determined the interested parties and their needs and expectations as outlined in Appendix 2 - The needs and expectation of interested parties.

The information and data relating to interested parties are monitored and reviewed annually.

4.3

Determining the scope of the Quality Management System The GNBS has determined the scope of its quality management system. The GNBS Quality Manual System scope covers: Development, Sale and Promotion of National Standards, Product Compliance Services, Legal Metrology Services (Verification), Industrial Metrology Services (Calibration),

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Training Services, Consultancy Services, Product Certification, Testing of Products, Oil and Gas and Enquiry Point Services.

The scope was determined by taking into consideration external and internal issues as outlined in QM section 4.1 and the relevant interested parties as outlined in QM section 4.2.

4.4

Quality management system and its processes

4.4.1 The GNBS has established, documented, implemented, maintains and continually improves a QMS in accordance with the requirements of the ISO 9001:2015 standard.

The QMS is part of the strategic direction and is continually improved through Internal Audits QM section 9.2, Management Review QM section 9.3 and Continual Improvement QM section 10, to ensure that it is effective and stakeholders’ satisfaction is achieved. The GNBS outlines: (a)

the sequence and interaction of processes of the QMS. Appendix 3 Interaction of processes

(b)

the Planning process QM section 6.0. Quality objectives and plan to achieve them as well as changes to the QMS are documented.

(c)

the work programmes which are used to monitor and measure performances of department processes. Each department determines the Key Performance Indicators (KPIs) annually.

(d)

the involvement of top management in the operation through the preparation and review of annual work programmes for each department, prioritise resources base on the allocation of finance from the government and the generation of finance from the product and services offered by the GNBS. Funding partners also provide resources which are used to supplement budgetary allocations or conduct new activities.

(e)

the designated responsibilities and authorities identified in the quality manual and standard operating procedures. Appendix 5

(f)

the QMS processes evaluated during audits and corrective actions are taken by personnel designated in the procedures, while analysis of data is conducted by the relevant Head of Department. improvement to the QMS identified through internal audits, corrective action and management review

(g)

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4.4.2. The GNBS maintains documented information to support all of the organization processes. Records are retained to ensure all activities are carried out as planned.

5.0

LEADERSHIP

5.1

Leadership and commitment

5.1.1 General Management provides evidence of its commitment to the development and implementation of the QMS through the following: a) Taking accountability for the effective implementation of the QMS Communicating to the staff the importance of meeting stakeholders’ requirements via induction training for new staff, quality awareness training emphasizing the concepts of process approach and risk base thinking, for existing staff as required QM section 7.3 and by reinforcing the importance of these requirements at quarterly general staff meetings QM section 7.4. (b) Documenting, approving and communicating the Quality Policy QM section 5.2.2 and its meaning to staff at all levels in the Organisation. The quality policy is consistent with the current strategic plan and documented quality objectives which are reviewed annually for adequacy and the provision of the resources. (c) Integrating the QMS processes with other processes of the Bureau Appendix 3 Interaction of processes. (d) Conducting Management Reviews QM section 9.3 to evaluate the effectiveness of the QMS and identify opportunities for improvement. (e) Creating an environment that encourages the engagement and development of people and an effective QMS. (f) Identifying the resource needs based on the work programmes for various departments. These resources are human, equipment, finance, infrastructure, which are determined to ensure that the quality objectives and stakeholder satisfaction are achieved. (g) promoting the concept of improvement. (h) Ensuring the quality management system achieve its intended results (i) Directing, engaging and Supporting persons in their respective departments to contribute to the effectiveness of the QMS Page 9 of 26

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5.1.2 Customer focus Top management ensures that customer requirements are determined and fulfilled with the aim of enhancing customer satisfaction. This is done by determining the requirements related to the product and services which is outlined in the various work programmes and customer requirements. Customer focus is maintained by the measurement of customer satisfaction/dissatisfaction annually by the Marketing Department.

The importance of meeting and enhancing customer requirements is communicated through ISO 9001 awareness sessions to employees.

All the risk and opportunities associated with the product and services are determined as well as the actions to mitigate the risk.

5.2

Policy

5.2.1 Establishing the quality policy The quality policy of GNBS is outlined in Appendix 4 - Quality Policy.

5.2.2 Communicating the quality policy 5.2.3 The policy is communicated to all staff via the intranet, notice board; and replicas are distributed to staff and are made publicly available on the website.

The respective Head of Department and Supervisors ensure that their employees understand the contents of the quality policy.

5.3

Organisational roles, responsibilities and authorities Top management has ensured that responsibilities and authorities are defined and communicated internally to promote effective management of the QMS. The organisational chart Appendix 5 - Organisational Chart outline the authorities of the personnel who manage, perform, and verify the activities of the QMS. The Executive Director with support from top management will ensure that the QMS is effective.

All Heads of Department or Supervisors are responsible for communicating and promoting the QMS and its importance with emphasis on customer focus to their staff.

All staff is issued with a job description which outline their roles and responsibilities.

Top management ensures the integrity of the QMS is maintained when changes are made.

The performance is evaluated at management review meetings Page 10 of 26

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6.0

PLANNING

6.1

Actions to address risks and opportunities

6.1.1 Management has identified the risks and opportunities and assigned priority for them without compromising the effectiveness of the QMS. Actions are taken to address the risk and opportunities identified to give assurance that the QMS can achieve its intended results, prevent or reduce undesirable effects and enhance desirable effects. The risk and opportunities are outlined in Appendix 6.

6.1.2 The risk and opportunities statements are reviewed at the Management review meeting to determine effectiveness for actions taken.

6.2

Quality Objectives and planning to achieve them

6.2.1 The Management Team determines the quality objectives which are measurable and consistent with the quality policy Appendix 7 - Quality objectives. Plans are developed to achieve the objectives which are communicated to the relevant staff and are monitored at Management review meeting and other fora.

6.2.2 In establishing quality objectives top management considers the following: • Current and future needs • Findings from management review meetings.

• Product and Services performance.

• Customer satisfaction.

• Audit results.

• Availability of resources needed to fulfill quality objectives.

• Risk and opportunities.

The plan to achieve the objectives are outlined in Appendix 8 – Plan for Quality Objectives which are monitored and updated annually at the management review meeting. The plan outlined the resources, responsibilities and timelines for achieving the quality objectives.

6.3

Planning of changes

6.3.1 Management will ensure that the QMS is maintained when changes to the system are planned. This includes ensuring the require resources are available, the allocation or reallocation of resources as necessary.

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7.0

SUPPORT

7.1

Resources

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7.1.1 General GNBS has determined and provided the resources needed to implement and maintain the QMS, continually improve its effectiveness, and to enhance customer satisfaction by meeting customer requirements. The resources necessary to achieve quality are trained personnel, building, laboratories, vehicle and equipment maintenance/upgrading/replacement and capital.

The provision of resources is the responsibility of the Executive Director. The adequacy and allocation of resources is done during management review and management meetings.

7.1.2 People GNBS has determined the personnel required for the implementation of the QMS, and the operation and control of its processes which is outlined in Appendix 9 Responsibility Matrix-changes in job titles to be included in the matrix.

The adequacy of personnel are reviewed at management review meeting and management meetings.

7.1.3 Infrastructure The infrastructure needed to ensure product and services conformance includes; storage for customer property, offices and laboratories space, vehicles, meeting rooms, effective telephone, intranet, internet service and email system.

The maintenance of building and vehicles are carried out according to annual facilities maintenance schedules. The facilities maintenance is outlined in Appendix 10 Annual vehicle, building and cleaning schedules.

All information technology equipment are maintained according to ICT 902 Procedure for IT Maintenance Services There is an automatic back up of all electronic documents saved in the Company’s and Department’s share folders using a software programme. Another back up is stored on an external hard drive and update on a quarterly basis which is kept by the Executive Director off site.

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The Executive Director has overall access to Company’s and Department’s folders, Heads of Department and staff have access to their respective Department’s and User’s share folders.

Emails are hosted by an external service provider and the password is known to the staff member only.

Records of cleaning, building and vehicle maintenance are maintained by the Administration Department.

Records of the maintenance of Information Technology (IT) equipment are maintained in the IT Department.

7.1.4 Environment for the operation of processes The Heads of Department determines and manage the environment needed for the operation of process to achieve conformity to product and services requirement. The Administration Department has the authority to ensure that proper ventilation, lighting, workspace, air conditioning are provided and dust and noise are kept at the minimum.

The GNBS is responsible for ensuring that a safe work environment is maintained in their respective departments.

Heads of Department and employees are expected to communicate on the adequacy of the environment for processes in their work areas, if the areas are found unsuitable or have changed in any way that is considered unfit. All unsuitable areas will be corrected and restored to their intended use and level of functioning. Social and psychological.

7.1.5 Monitoring and measuring resources The GNBS has determined the extent of monitoring and measurement to be undertaken and the required monitoring and measuring equipment needed to provide evidence of conformity of services to the required specifications.

The Industrial Metrology and Testing and Legal Metrology has overall responsibility for ensuring that all the measuring equipment are functional and properly calibrated against traceable standards. A calibration schedule is established and followed to ensure all measuring equipment on the schedule is in a known state of calibration. Records of monitoring are retained as evidence of fitness for purpose.

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7.1.5.2 Measurement Traceability This is achieved through periodic calibration of all primary, secondary and working standards against traceable standards.

7.1.6 Organisational knowledge The GNBS has determined the knowledge that is required to effectively conduct its operation and has systems in place.

The systems in place are one or a combination of the following: - Succession planning; - Multi skill personnel; - Documented SOPs and WIs. The staff are experienced and deputies are identified within each department and provided with exposure for continuity of work. There is acting appointments at senior levels which provides the exposure to perform at a higher level.

There is cross departmental functions between the Business Development Services and Standardisation Departments.

Records are maintained of acting appointments in personnel files.

7.2

Competence

7.2.1 The requirements for all job positions are determined and documented in a job description.

Where persons do not meet the requirements of the job description, actions are taken such as formal and on the job training. Employees’ job performance/competence is evaluated biannually against their respective job description and the changing needs of the organisation. The Head of Departments is responsible for evaluating employees within the department.

7.2.2 Training needs are identified and recorded during this evaluation. It is the responsibility of the Head of Department to ensure that these needs are identified and relevant training organised by the Head Human Resource Department. Refer to MSP101 Identification of Training Needs and Provision of Required Training.

Training records, including induction, education, skills and experience are maintained on all permanent employees as well as contract and temporary employees who are hired for long-term or significant assignments.

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The Human Resource Department maintain records for a minimum of ten years after end of employee service. All actions taken pertaining to training records are evaluated for effectiveness according to HR 1205 Procedure for the provision of training to employees.

Employees that do not meet the required competence as stated in the job description will be grandfathered using the Grandfather assessment form QMR1F1 from the implementation date of the QMS. 7.3

Awareness

7.3.1 All employees are inducted and trained in the tasks and functions they are expected to perform. It is a management responsibility to ensure personnel are aware of the relevance and importance of their activities and how they contribute to the achievement of the quality objectives, and to provide or arrange all necessary on-the-job training and records are retained by the Human Resources Department.

7.3.2 New employees, at any level, must undergo a quality induction session within the first 6 months of employment. The purpose of this session is to generate an awareness of the Bureau’s commitment to the QMS, including its quality policy, objectives, procedures, and to indoctrinate new employees in the benefits of working with the QMS and to highlight their individual roles in the achievement of the quality objectives and records are retained by the Human Resource Department.

7.3.3 Sub-contractors and their employees who are recruited for specific and skilled taskoriented functions must be suitably qualified and/or experienced as outlined in MSP106 Procedure for Procurement of equipment, services and supplies. All sub-contractors and their employees will be made aware of the QMS and records are maintained.

7.4

Communication

7.4.1 Internal communication to staff on matters relating to QMS will be via email (intra net), general staff and departmental meetings, memos, and noticeboards to ensure the effectiveness of the QMS. External communication to stakeholders on the activities of the GNBS will be determine by heads of departments via print and digital media as the need arise.

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7.5

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Documented Information

7.5.1 General The documentation consists of the following: Level 1

-

Quality Manual;

Level 11 -

Management System Procedures

Level 111 –

Standard Operating Procedures, Technical Standard Operating Procedures, Work Instructions and other Supporting Documents, Forms, Equipment manuals, etc.

(a)

The Quality Policy and Quality Objectives are addressed in this Quality Manual.

(b)

The Quality Manual outlines the policies for addressing applicable requirements of the ISO 9001:2015 standard.

(c) Procedures outlining the specific details of the process requirements supporting policies related to the operations including the requirements of the ISO 9001:2015 standard are referenced in this Quality Manual. (d) Standard Operating Procedures (SOPs), Technical Standard Operating Procedures (TSOPs) Work Instructions (WIs), and other documents that are used to effectively implement and maintain the QMS. (e) Records are maintained according to the procedure MSP102 Procedure for Documented Information.

7.5.2 Creating and Updating QMS documents are identified and updated as outlined in the MSP102 Procedure for Documented Information.

These controlled documents are the current version and is made available to all staff electronically in Portable Document Format read only on the QMS drive on the Company’s server. QMS documents are reviewed and approved according to the MSP102 Procedure for Documented Information.

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7.5.3 Control of documented information All QMS documents are controlled and records are maintained according to MSP102 Procedure for Documented Information.

The level of control in place prevents the unintended use of obsolete documents and facilitates the availability of approved up-to-date versions at the points of use.

8.0

OPERATION

8.1

Operational planning and control

8.1.1 Annual work programmes and Key Performance Indicators are prepared for each department outlining the plan for the current year in keeping with the strategic plan.

These work programme and KPIs are reviewed every six months and the next half projections are prepared if changes are made. The activities on the work programmes are conducted according to respective department’s SOPs and the QMS. 8.1.2 The initial annual budgetary allocations are based on planned activities of the current year and projections for the upcoming year.

8.1.3 The quality objectives are achieved through the quality objectives plan.

Records are maintained in monthly and quarterly, half yearly and annual reports.

8.2

Requirements for product and services

8.2.1

Customer communication The GNBS communicates to its customers and potential customer via; print non-print and digital media as the need arise.

The GNBS also, receive feedback of its product and services via; interaction with stakeholders, suggestion box, e-mail, live television and radio programmes, trade shows/exhibitions and surveys.

Complaints from customer are handled according to the MSP103 Procedure for Complaint.

Communication received via; trade shows, live radio, social media and television programmes are recorded by the Corporate Communication Department and the necessary actions are taken.

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Action taken can be customer satisfaction, complaint or enquiry and are recorded on the requisite form.

8.2.2

Determining the requirements for product and services The GNBS has determined the requirements for product and services; -

-

Each department specifies their product or service requirements in their respective department’s SOPs and these include relevant regulatory requirements that are applicable to the product or service; Requirements not stated by the customer but is known; and GNBS requirements.

8.2.3 Review of requirements for product and services All requests are reviewed and acceptance/ability to provide the product or services is documented and communicated to the stakeholder. When there are changes these changes are similarly reviewed and agreed with the customer before acceptance. The review ensures the following: • • • • •

Product or service requirements are defined and accepted, including special requirements.

GNBS’s ability to meet the defined requirements.

The agreement with delivery and pricing agreed on.

Any use of subcontractors is agreed.

Any special skills or training of personnel have been identified.

Records of the results of the review and actions arising from the review are maintained by the responsible Heads of Department or Supervisor as MSP102 Procedure for Documented Information.

8.2.4 Changes to requirements for product and services All changes to product and service requirements will be reviewed before acceptance.

Once the changes are accepted the relevant internal functions will be advised of the changes and the customer. Records will be maintained of acceptance of the change as per MSP 102 Procedure for Documented Information.

8.3

Design and Development of product and services

8.3.1 The GNBS is involve in the design and development of training programmes, consultancy services and national standards based on stakeholders’ request.

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Any new request received from a stakeholder for specific training, consultancy and standards are evaluated by the respective departments. The evaluation is communicated to the stakeholder outlining the requisite information regarding the request via a letter.

Records are maintained as per MSP102 Procedure for Documented Information.

8.3.2 Design and development planning Design and development takes place according to the SOPs for training programmes, consultancy services and national standards development.

For standards development a project plan is generated which identifies, activities, timelines, resources and responsibilities.

For training courses a development plan is generated indicating activities, timelines, resources and responsibilities.

For consultancy service a proposal is develop which identifies activities, timelines and responsibilities for consultancy.

Records are maintained as per the respective SOPs. 8.3.3 Design and Development inputs Design and Development inputs are determined from; - Customer requirements; - Regulatory requirements; and - Other requirements from similar product and services develop by the GNBS. These inputs are reviewed for completeness and adequacy by the relevant Head of Department. Records are maintained as per MSP102 Procedure for Documented Information.

8.3.4 Design and Development controls Design and development review, verification and validation are controls which are carried out by the relevant departments.

Design, reviews and verification for consultancy and training services are done by the relevant Head of Department while design validation is conducted according to the SOPs for training and consultancy.

Design review for standards development is carried out by the Head of Department while the verification is done during the public comments period.

Design validation is done at a later time when standards is being used and is not within the controls of the GNBS. Records are maintained according to MSP102 Procedure for Documented Information Page 19 of 26

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8.3.5 Design and Development outputs The output for standards development is a standard.

The output for training service is the course material and outline.

The output for consultancy service is the proposal.

These are verified against the requirements of the customer and any other applicable requirements to ensure input requirements are met.

Records are maintained according to MSP102 Procedure for Documented Information.

8.3.6 Design and development changes Proposed changes to project plans, course outline, consultancy proposal are reviewed by the relevant Heads of Department before any change is accepted.

Changes to standards are reviewed by the relevant technical committee and made in accordance with the STD 204 Procedure for review of national standard and STD205 Procedure for the Amendments to published Guyana Standards.

Changes to training course are reviewed and approved by the Head of Department as detailed in BDD302 Procedure for conducting training programmes.

Changes to consultancy proposal are reviewed and approved by the Head of Department in accordance with the BDD301 Procedure for providing technical assistance.

8.4

Control of externally provided processes, products and services

8.4.1

General The procurement of services or materials that are critical to the quality of the GNBS product and services are sourced from suppliers according to MSP106 Procedure for procurement of equipment, services and supplies.

All suppliers of product and services are evaluated based on set criteria as outlined in MSP 106 Procedure for procurement of equipment, services and supplies.

The criteria for the evaluation of the suppliers of equipment and services for Industrial Metrology and Testing, Legal Metrology and Product Compliance Service are outlined in the MSP106 Procedure for procurement of equipment, services and supplies.

Where externally provided services are procured from external providers controls are applied when services from external providers are incorporated into the organisations’ services.

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Records are maintained according to MSP102 Procedure for Documented Information.

The GNBS determines and apply criteria for evaluation, selection, monitoring of performance and re-evaluation of external providers based on their ability to supply or provide services or processed in accordance with GNBS specification and the QMS. 8.4.2 Type and extent of control The GNBS ensures that externally provided services do not adversely affect the organisations’ ability to consistently deliver confirming products and services to its customers.

All of equipment, services and supplies purchase must be inspected and verified in accordance with the MSP106 Procedure for procurement of equipment, services and supplies.

Records are maintained according to MSP102 Procedure for Documented Information.

8.4.3 Information for external providers All purchasing documents must clearly indicate the detail specification and/or performance requirement and/or personnel competence which are endorse by the Head of Department and the approval of the Executive Director.

8.5

Production and Service provision

8.5.1 Control of production and service provision The QMS documentation; the QM, MSPs, SOPs, TSOPs and WIs clearly outlined all the details and controls of all the product and services under the scope of the QMS. All services are reviewed on completion to prevent human errors and these controls are monitored by the Heads of Department. The GNBS implements a system of post delivery activities to ensure conformance to product and service requirements.

8.5.2 Identification and traceability Product and services are identified and are traceable from the receipt of request through the completion of the product and service request. For the product it is the published standard and the services are the delivery of the service to the customer. Outputs are identified with respect to monitoring and measurement based on their SOP and activities in the respective departments.

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Documented information is maintained regarding the unique identification of the outputs to ensure traceability 8.5.3 Property belonging to customers or external providers Customer property under GNBS’s care will be properly identified, verified, protected and safeguarded from loss or damage. Intellectual property will be protected and used by the Bureau for the intended purposes only. Any loss, damage or cases where the customer’s property is found to be unfit for use will be reported to the customer and records will be maintained.

8.5.4 Preservation All product and services are preserved during the transmission to ensure the integrity of the product and services are protected from loss or damage.

8.5.5 Post delivery activities The GNBS has considered post delivery activities required and has taken into consideration: -

The potential undesired consequence of its product and services as outlined in the Appendix 1 Internal and External Issues; Statutory and regulatory requirements as outlined in Appendix 11 - Legal and Statutory Requirements; Customer requirements as outlined in the respective SOPs; and Feedback from customer as outlined in Appendix 12 - Customer Satisfaction/Feedback Survey form

8.5.6 Control of changes Changes to product and services will be reviewed and authorised to ensure the integrity of the QMS is maintained and controlled.

Records of changes will be maintained according to the MSP102 Procedure for Documented Information.

8.6

Release of product and services Product and services release to the customer are authorised by the Head of Department or Designee after verification to ensure that requirements were met.

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Documented information is retained on the release of the products and services to provide evidence of conformity with acceptance criteria and traceability to the person authoring the release 8.7

Control of non conforming outputs Product and services that do not conform to requirements are identified and will not be released to the customer. Where applicable, product and services nonconformities will be dealt with in one of the following ways: • re-training • re-testing/inspection/verification • isolating • scraping The root cause of the nonconformities will be carried out and corrective actions will be taken based on the root cause.

Records of the nature of all nonconformities and corrective actions taken will be maintained.

9.0

PERFORMANCE EVALUATION

9.1

Monitoring Measurement and analysis and evaluation

9.1.1 General The departments under the scope of the QMS has established, planned and implemented the monitoring, measurement, analysis and evaluation processes needed to: • Demonstrate conformity to product and service requirements.

• Monitor and evaluate the key processes by evaluating the department KPIs. • Determine whether the service provided has met the customer requirements.

• the Marketing Department monitors customer satisfaction/feedback using the form QMR2F6 The survey link is available on the GNBS website. The performance and effectiveness of the QMS is evaluated by internal audits, implementation of corrective actions and decision of the management review meetings.

Records are maintained according to MSP102 Procedure for Documented Information.

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9.1.2 Customer satisfaction Customer perception is determined through the use of various means including the Customer Satisfaction/Feedback Survey Form QMR2F6 which are administered by the Marketing Department. Customer satisfaction are analysed periodically and the results are reviewed at the management review meeting.

9.1.3 Analysis and evaluation GNBS has implemented systems to collect and analyse data to demonstrate the suitability and effectiveness of the QMS. Opportunities for continual improvement are identified.

Data are analysed annually which includes the following: -

Performance of suppliers. Conformity of products and services Performance and effectiveness of the effectiveness of the QMS Effectiveness of actions to address risk and opportunities If planning has been implemented effectively Measurement of customer satisfaction/dissatisfaction Information from survey forms and customer complaints.

- Actions taken to address risks and opportunities 9.2

Internal Audit

9.2.1 Internal audits are conducted at planned intervals as per audit schedule prepared by the Certification Services Department. These audits are conducted to determine whether the QMS conforms to the requirements of ISO 9001 policies and procedures and is being effectively implemented and maintained in accordance MSP105 Procedure for Internal Audit.

9.2.2 The schedule is prepared taking into account but not limited to the following: - The importance of the particular process, function or activities to the QMS. - The results of previous internal quality audits of the process, function or activity.

- The GNBS plans, establish (include requirements of 9.2.2a The methodology for conducting internal audits, including the responsibilities for planning, conducting and reporting are detailed in MSP104 Procedure for Internal Audit.

Records of audits and their results are maintained in accordance with MSP102 Procedure for Documented Information.

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9.3

Revision Date: 2021-08-31

Management Review

9.3.1 General The Management Team will review the QMS, at least once per year to ensure its continuing suitability, adequacy and effectiveness. The Executive Director chairs this meeting. More frequent reviews shall be made if determined necessary by operational conditions or systemic quality process failures. This review will include assessing opportunities for improvement and the need for changes to the QMS, including the quality policy and objectives. The quorum for this meeting will be at least 8 members.

9.3.2 Review Input The input to management review will include information on: • Changes to internal and external issues • Results of audits • Customer satisfaction, complaints and feedback from interested parties • Quality objectives • Process performance and conformity of product and services • Monitoring and measuring results.

• Status of and nonconformities and corrective actions.

• Supplier performance • Follow-up actions from previous management review.

• Changes that could affect the QMS Performance • Adequacy of resources • Effectiveness of actions taken to address risk and opportunities; • Opportunities for improvement.

Records are maintained according to MSP102 Procedure for Documented Information.

9.3.3 Review Output The output from the management review will include decisions and actions related to: • opportunities for Improvement • any need for changes to the QMS • Resource needs.

The results, findings and decisions of the review are to be documented and circulated to all members of the review team. Each member is responsible for implementing corrective action in areas under their control.

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Records are maintained according to MSP102 Procedure for Documented Information.

10

IMPROVEMENT

10.1

General GNBS will ensure continual improvement of its QMS in the following ways:

10.2

•

Heads of Department plan actions to achieve the set objectives in their departments, monitor and evaluate the progress to achieve quality objectives and KPIs. When objectives are achieved these are revised and established as part of the management review process.

•

Management ensuring that scheduled internal audits of the QMS are carried out and effective corrective actions are taken on nonconformity identified.

•

Analysis of data on measurements and monitoring of product, services and processes, customer satisfaction, results of audits and corrective actions, and data on the performance of suppliers to identify opportunities for improvement of the QMS. The results of these analyses are presented to the management review meetings.

Nonconformity and Corrective Action

10.2.1 GNBS will take actions to eliminate the causes of nonconformities in order to prevent recurrence. These actions are taken on nonconformities found during audits or daily activities. Information sources are: • Customer complaints/customer feedback.

• Nonconformity reports.

• Internal audit reports.

▪ Risks and actions • Relevant QMS records 10.2.2 The way corrective actions are identified, handled and recorded and the responsibilities for reviewing and follow up are detailed in MSP105 Procedure for Nonconformity and Corrective Action. The lead auditor is responsible for reviewing the effectiveness of corrective actions. The lead auditor is also responsible for ensuring that investigations are conducted to determine the root cause of the nonconformities, corrective action is designed and effectively implemented and the associated nonconformities is closed.

Records are maintained according to MSP102 Documented Information.

10.3

Continual improvement GNBS will continually improve the QMS base on the results of audits and management review meetings.

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