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Guyana National Bureau of Standards
Integrated Manual IM
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GUYANA NATIONAL BUREAU OF STANDARDS
Track MB, Block B
National Exhibition Centre, Sophia, Georgetown
REVIEWED BY: Management Team
APPROVED BY: Deputy Executive Director
AUTHORISED BY: Executive Director
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Integrated Manual IM
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1.0 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 ofStandards, Track MB, Block B, NationalExhibitionCentre Sophia, GEORGETOWN GUYANA.
Tel #: 592- 219- 0062, 0063, 0064, 0065, 0066
WhatsApp #: 592-692-4627
Hotline #: 592-219-0069
E-mail: info@gnbsgy.org
Web site: www.gnbsgy.org
Facebook: https://www.facebook.com/gnbsgy/
Instagram: https://www.instagram.com/gnbs_gy/
LinkedIn: https://www.linkedin.com/company/guyana-national-bureau-of-standards/ YouTube: https://www.youtube.com/c/GNBS4627
Standards Portal: gnbsguy.com
This manual outlines the relevant policies and references to relevant documents of the Guyana National Bureau of Standards (GNBS) Integrated Management System (IMS) and is referred to as the Integrated Manual (IM). It addresses all areas of operation to ensure thedelivery of product and services consistent with the IMS and stakeholders’ satisfaction.
1.1 This IM is regarded as the primary or level I document for the IMS and it addresses all the clauses outlined in ISO 9001:2015 standard. The manual should be read in conjunction with the Administrative Manual of theGNBS. The Administrative Manual outlines all staff welfare issues such as promotion, disciplinary actions, training, etc.
1.2 This manual serves to provide guidance for understanding the IMS and will be used to: • communicate the quality policy and objectives;
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• provide guidance and serve as a basis to achieve product and service quality, quality improvement and stakeholders’ satisfaction;
• demonstrate conformance to the ISO 9001:2015 standard;
• provide the basis for auditing the IMS;
• assist in evaluating the effectiveness of the IMS; and
• provide appropriate training for the stakeholders (internal and external) of the GNBS.
To be the premier national institution for Standards and Quality.
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
1.5 The departments under the scope of the IMS are:
• Standardisation Department
• Business Development Department
• Certification Services Department
• Human Resources Department
• Administration Department
• Industrial Metrology and Testing Department
• Legal Metrology Services Department
• Product Compliance Services Department
• Marketing Department
• Corporate Communications Department
• Information Technology Department
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1.6.1 Administration: Provides support services for the work of the GNBS. These activities are facilities maintenance, transportation, formatting of documents, receiving and distribution of mails.
1.6.2 Human Resources: Management of the Human Resources; recruitment, training, staff development and welfare
1.6.3 Legal Metrology Services: Monitoring and verification of measuring instruments to ensure they are approved, maintained in proper condition, accurate and traceable to SI (Metric) units when used in trade, health and safety and law enforcement.
1.6.4 Product Compliance Services: Monitoring of specified products/commodities to ensure compliance with respective compulsory standards and legislations.
1.6.5 Standardisation: The programmes of this department are:
• Standards development: - Involves development, adoption, adoption by endorsement, modified adoption, amendment, revision, reviewing, withdrawal, publishing and sale of national and regional (CARICOM) standards.
• Codex Secretariat - Serves as Codex Contact Point for Guyana. Standards, are received, circulated and reviewed to determine Guyana's position for submission to the Codex Alimentarius Commission and priority codex committees.
• WTO/TBT Enquiry point: Functions as the contact point for Standardisation and matters relating to technical barriers to trade agreements with other regional and international organisations.
1.6.6 Marketing: Generate leads, acquire prospects, conduct stakeholder surveys and increase brand presence through social media, trade fairs and expos and promotional campaigns on GNBS services and activities.
1.6.7 Corporate Communications: Sensitise stakeholders on Standardisation and disseminate information on GNBS services and activities.
Metrication: Educate stakeholders on the use of the International System of Units (SI).
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1.6.8 Business Development: The programmes of this department are:
Training: to facilitate training for stakeholders on management system standards and other related training programmes.
• Technical Assistance: to deliver superlative technical assistance to organisations to document and implement management systems and other established requirements for the purposes of certification and accreditation readiness.
• 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.
1.6.9 Industrial Metrology and Testing:
• Calibration services: Provide calibration services for monitoring and measuring equipment and themaintenanceofNational Standardsthat aretraceabletoInternational Standards.
• Testing services: Provide testing services to support stakeholders.
1.6.10 Finance: providesaccountingandfinancialmanagementforallprogrammes oftheGNBS.
1.6.11 Information Technology: provide reliable IT support services to users on the network and manage Information Systems through a secure end point.
1.6.12 Certification Services:
• Laboratory Certification: Certification of laboratory management systems meeting the requirements of the GYS 170 standard.
• Product Certification: Certification of products based on National Standards.
• Made in Guyana: Certification of locally manufactured products against set criteria.
• Audit Service Provides management system and other third-party supplier audit services.
• Bed and Breakfast Certification: Certification of bed and breakfast facilities based on the National Standard.
• GYS 901 Certification: Certification of MSMEs Management Systems meeting the requirements of the GYS 901 Standard.
1.6.13 Oil and Gas: Verification of the custody transfer meters and other related measurement activities on the Floating Production Storage Offshore vessels.
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ISO 9001:2015
ISO/ IEC 17020: 2012
ISO/IEC 17025: 2017
3.0
Top Management: Executive Director
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Management: Deputy Executive Director and Heads of Department
3.1 Refer to ISO 9000:2026 – Quality Management System Fundamentals and Vocabulary.
ISO/IEC 17000: 2020- Conformity assessment- Vocabulary and general principles.
4.1 Understanding the organisation and its context
The GNBS has determined the internal and external issues and climate actions that are relevant to its strategic direction and that affect its ability to achieve intended results of the IMS. The issues are outlined in Appendix 1 Internal and External Issues revised
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 Integrated Management System
4.3.1 The GNBS has determined the scope of its Integrated Management System. The GNBS Integrated Management System scope covers:
Development, Sale and Promotion of National Standards, Product Compliance Services, Legal Metrology Services (Verification), Industrial Metrology Services (Calibration), Training Services, Technical Assistance, Product Certification, Oil and Gas, Testing of Products, and Enquiry Point Services.
The scope was determined by taking into consideration external and internal issues as outlined in IM section 4.1 and the relevant interested parties as outlined in IM section 4.2.
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4.4 Integrated management system and its processes
4.4.1 The GNBS has established, documented, implemented, maintains and continually improves an IMS in accordance with the requirements of the ISO 9001:2015 standard. The IMS is part of the strategic direction and is continually improved through Internal Audits IM section 9.2, Management Review IM section 9.3 and Continual Improvement IM section 10, to ensure its effectiveness and stakeholders satisfaction. The GNBS outlines:
(a) the sequence and interaction of processes of the IMS. Appendix 3 Interaction of processes.
(b) the Planning process IM section 6.0. Quality objectives and plan to achievethem as well as changes to the IMS are documented.
(c) the work programmes which are used to monitor and measure performances of department processes.Each department determines theKeyPerformanceIndicators (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 based on the allocation of finance from the government and the generation of revenue 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 integrated manual and standard operating procedures. Appendix 5 Organisational Chart
(f) the IMS 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.
(g) improvement to the IMS identified through audits, stakeholders’ feedback, corrective action and management review.
4.4.2. The GNBS maintains documented information to support all the organisation’s processes. Records are retained to ensure all activities are carried out as planned.
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5.1 Leadership and commitment
5.1.1 General
Top management and management provide evidence of their commitment to the development and implementation of the IMS through the following:
a) Taking accountability for communicating to the staff the importance of meeting stakeholders’ requirements via: induction training for new staff, departmental meetings, quality awareness training emphasising theconcepts ofprocess approach and risk-based thinking for existing staff as required by IM section 7.3, and by reinforcing the importance of these requirements at general staff meetings IM section 7.4.
(b) Documenting, approving and communicating the Quality Policy IM section 5.2.2 and its meaning to staff at all levels in the organisation. The quality policy and objectives are reviewed annually for adequacy and provision of resources in keeping with the current strategic plan.
(c) Integrating the IMS processes with other processes of the Bureau Appendix 3 Interaction of processes.
(d) Conducting annual Management Reviews IM section 9.3 to evaluate the effectiveness of the IMS and identify opportunities for improvement.
(e) Creating an environment that encourages the engagement and development of people and an effective IMS.
(f) Identifyingtheresourceneedsbasedontheworkprogrammesforvariousdepartments. These resources include human, equipment, finance and infrastructure which are determined to ensure that the quality objectives and stakeholder satisfaction are achieved.
(g) Promoting continuous improvement.
(h) Ensuring the IMS achieves its intended results.
(i) Directing, engaging and supporting persons in their respective departments to contribute to the effectiveness of the IMS.
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Top Management ensures that customer and applicable statutory and regulatory requirements are determined and consistently met. Customer focus is maintained through feedback monitoring, complaints handling, service performance reviews, and customer satisfaction measurement. Risks and opportunities affecting conformity and customer satisfaction are addressed and employees are made aware of the importance of meeting customer requirements.
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 (QMS Drive), QR code on employees’ badges, strategic locations in the GNBS and are made publicly available on the website.
Management and their designee ensure that employees understand the contents of the quality policy.
5.3 Organisational roles, responsibilities and authorities
Top management ensures that responsibilities and authorities are defined and communicated internally to promote effective management of the IMS. The organisational chart Appendix 5 Organisational Chart outlines the authorities of the personnel who manage, perform, and verify the activities of the IMS.
Top Management and Management will ensure that the IMS is effective.
Management and their designates are responsible for communicating and promoting the IMS and its importance with emphasis on customer focus to their staff. All staff are issued with a job description which outlines their roles and responsibilities. Top management ensures the integrity of the IMS is maintained when changes are made (MSP 102). The performance is evaluated at management review meetings and audits.
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6.1
6.1.1 Top Management and Management have identified the risks and opportunities and assigned priority for them without compromising the effectiveness of the IMS. Actions are taken to address the risk and opportunities identified to give assurance that the IMS can achieve its intended results, prevent or reduce undesirable effects and enhance desirable effects. The risk and opportunities are outlined in Appendix 6 Risk Statements and Opportunities
6.1.2 The risk and opportunities statements are reviewed at the Management review meeting to determine the effectiveness of actions taken.
6.2.1 Top Management and Management determines the quality objectives which are measurable and consistent with the quality policyAppendix 7 Quality objectives. Plans are developed to achieve the objectives which are communicated to the relevant staff and are monitored at Management review meetings.
6.2.2 In establishing quality objectives, Top Management and Management consider 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.
6.3.1 Top Management and Management will ensure that the IMS is maintained when changes to the system are planned. This includes ensuring the required resources are available, the allocation or reallocation of resources as necessary.
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7.1 Resources
7.1.1 General
GNBS has determined and provided the resources needed to implement and maintain the IMS continually improve its effectiveness, and to enhance customer satisfaction by meeting customer requirements. The resources necessary to achieve quality include trained and competent personnel, building, laboratories, vehicle and equipment maintenance/upgrading/replacement.
Theprovision of resources is the responsibility ofTopManagement. The adequacy and allocation of resources are determined during management meetings.
7.1.2 People
GNBS has determined the personnel required for the implementation of the IMS, and the operation and control of its processes which are outlined in Appendix 9 Responsibility Matrix.
7.1.3 Infrastructure
The infrastructure needed to ensure product and services conformance includes; storage for customer property, offices and laboratories, vehicles, meeting rooms, training rooms, effective communication systems and utilities.
The maintenance of buildings and vehicles is 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 is maintained.
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 in GNBS SharePoint Cloud Services.
The Executive Director has access to all Company data while Heads of Department and staff have access to their respective Department’s and User’s share folders.
The email system is hosted by an external service provider and the passwords are known to the staff members only.
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Records of cleaning, building and vehicle maintenance are maintained by the Administration Department.
Records of the maintenance of Information Technology (IT) equipment and software are maintained by the IT Department while external services providers maintain the web portals.
7.1.4 Environment for the operation of processes
Management determines and manages the environment needed for the operation of process to achieve conformity to product and services requirements. The Administration Department ensures that proper ventilation, lighting, workspace, air conditioning are provided, and dust and noise are kept at the minimum.
The Management and Staff are responsible for ensuring that a safe work environment is maintained in the respective areas.
Management and staff 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.
7.1.5 Monitoring and measuring resources
Management conducts monitoring and measuring through reviews, audits, inspections, supervision and checks done at defined stages in each process as well as the use of equipment to determine conformity to requirements.
Departments that are using measuring instruments have the overall responsibility for ensuring that all are functional and 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.
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.
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The systems in place are one or a combination of the following: - Succession planning - Competency based 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 are acting appointments at senior levels which provide the exposure to perform at a higher level.
Records are maintained of acting appointments in personnel files.
7.2.1 The requirements for all job positions are determined and documented in a job description. Employees’ job performance/competence is evaluated annually. The Heads of Department are responsible for evaluating employees within their department.
7.2.2 Training needs are identified and recorded during this evaluation. It is the responsibility of the Heads of Department to ensure that these needs are identified, and relevant training are organised by the Head, Human Resources/ respective Heads of 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, contract and temporary employees who are hired for long-term or significant assignments.
The Human Resources Department maintains records even after the end of employee’s service.
7.3.1 All employees are inducted and familiarised with the tasks and functions they are expected to perform.It is amanagement responsibilityto ensurepersonnel areawareoftherelevance 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. Records are retained by the Human Resources Department.
7.3.2 New employees must undergo an induction session of the GNBS integrated management system within the first 6 months of employment. The purpose of this session is to generate awareness of functions of each department and the Bureau’s commitment to the IMS. This includes its quality policy, objectives, procedures, and indoctrination of new employees of the benefits of working with the IMS.
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7.3.3 Contractors and Sub-contractors who are recruited for specific and skilled task-oriented functions must be suitably qualified and/or experienced as outlined in MSP106 Procedure for Procurement of equipment, services and supplies. All contractors and subcontractors will be made aware of the IMS and records are maintained by the procurement unit.
7.4.1 Internal communication to staff on matters relating to IMS will be via general staff and departmental meetings, and electronic means to ensure the effectiveness of the IMS.
External communication with stakeholders on the activities of the GNBS will be determined by management and their designated officer via print and digital media as the need arises.
7.5.1 General
The documentation consists of the following:
Level 1 - Integrated 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 Integrated manual outlines the policies for addressing applicable requirements of the ISO 9001:2015, ISO/IEC 17025:2017 and ISO/IEC 17020:2012 standards.
(b) Procedures outlining the specific details of the process requirements and supporting policies are referenced in this Integrated manual.
(c) Standard Operating Procedures (SOPs), Technical Standard Operating Procedures (TSOPs), Work Instructions (WIs), and other documents that are used to effectively implement and maintain the IMS.
(d) Records are maintained according to the procedure MSP102 Procedure for Documented Information.
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7.5.2 Creating and Updating
IMS documents are identified and updated as outlined in the MSP102 Procedure for Documented Information
These controlled documents are the current version and are available to all staff electronically in Portable Document Format read only on the IMS drive located on the SharePoint Cloud Service. IMS documents are reviewed and approved according to the MSP102 Procedure for Documented Information.
7.5.3 Control of documented information
All IMS documents are controlled and records are maintained according to MSP102 Procedure for Documented Information.
The controls in place prevent the unintended use of obsolete documents and ensure approved and up-to-date versions are available 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 plans for the current year in keeping with the strategic plan. These work programmes and KPIs are reviewed as the need arises.
8.1.2 The annual budgetary allocations are based on planned activities for the current year.
8.1.3 The quality objectives are achieved through the departments’ work programmes.
Records are maintained in reports.
8.2 Requirements for product and services
8.2.1 Customer communication
The GNBS communicates with customers and potential customers through appropriate channels, including written, verbal, and electronic means to provide information relating to its products and services.
Customer communication includes the handling of enquiries, requests, contracts and order processing, including any changes. Feedback, including complaints, is
8.2.2
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received through established communication channels and is managed in accordance with the MSP103 Procedure for Complaints.
The GNBS has determined the requirements for product and services:
-Each department specifies their product or service requirements in their respective department’s SOPs, TSOPs and these include relevant regulatory requirements that are applicable to the product or service;
- Requirements not stated by the customer but are known; and
- GNBS requirements.
8.2.3
8.2.4
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 aresimilarly reviewed and agreed with thecustomerbeforeacceptance. The reviewensures the following:
• Product or service requirements are defined and accepted, including special requirements.
• GNBS’s ability to meet the defined requirements.
• The agreement on pricing and delivery of services.
• 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 as MSP102 Procedure for Documented Information.
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.
8.3.1 The GNBS is involved in the design and development of training programmes, technical assistance and national standards based on stakeholders’ requests.
8.3.2
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Any new request received from a stakeholder for specific training, technical assistance and standards are evaluated by the respective departments. The outcome of the evaluation is communicated to the stakeholder.
Records are maintained as per MSP102 Procedure for Documented Information.
Design and development take place according to the SOPs for training programmes, technical assistance and national standards development.
For standards development, a project plan is generated which identifies activities, timelines, resources and responsibilities.
Fortraining courses, acourseoutlineis generatedindicating activities, timelines,resources and responsibilities.
For technical assistance, a proposal is developed which identifies activities, timelines and responsibilities.
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
8.3.4
- Other requirements from similar product and services developed 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
Design and development review, verification and validation are controls which are carried out by the relevant departments.
Design, reviews and verification for technical assistance and training services are done by the relevant Head of Department while design validation is conducted according to the SOPs for training and technical assistance.
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 are being used and are not within the controls of the GNBS.
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Records are maintained according to MSP102 Procedure for Documented Information
8.3.5 Design and Development outputs
The output for standards development is a standard. The outputs for training service are the course material and outline. The output for technical assistance 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
8.4
Proposed changes to project plans, course outlines, technical assistance 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, STD205 Procedure for the Amendments to published Guyana Standards and STD207 Procedure for revision of a National Standard.
Changes to the training course are reviewed and approved by the Head of Department as detailed in BDD302 Procedure for conducting training programmes.
Changes to the technical assistance proposal are reviewed and approved by the Head of Department in accordance with the BDD301 Procedure for providing technical assistance.
8.4.1 General
Theprocurement ofservices ormaterials thatarecritical tothequalityoftheGNBSproduct 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 the GNBS
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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 organisation’s services.
Records are maintained according to MSP102 Procedure for Documented Information.
The GNBS determines and applies 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 IMS.
8.4.2 Type and extent of control
The GNBS ensures that externally provided services do not adversely affect the organisation’s ability to consistently deliver conforming products and services to its customers.
All equipment, services and supplies purchased must be inspected and verified in accordance with the MSP106 Procedure for procurement of equipment, services and supplies. (to verify)
Records are maintained according to MSP102 Procedure for Documented Information.
8.4.3 Information for external providers
All purchasing documents must clearly indicate the detailed specification and/or performance requirement and/or personnel competence which are endorsed by the Head of Department and approved by the Executive Director.
8.5 Production and Service provision
8.5.1 Control of production and service provision
The IMS documentation; the IM, MSPs, SOPs, TSOPs and WIs clearly outlines all the details and controls of all the product and services under the scope of the IMS. 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
8.5.3
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8.5.4
8.5.5
8.5.6
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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, TSOPs and activities in the respective departments. Documented information is maintained regarding the unique identification of the outputs to ensure traceability.
Customer property under GNBS’s care will be 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.
All product and services are preserved to ensure the integrity of the product and services. Items for calibrations are covered under IMT517.
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
Changes to product and services will be reviewed and authorised to ensure the integrity of the IMS is maintained and controlled.
Records of changes will be maintained according to the MSP102 Procedure for Documented Information.
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Product and services released to the customer are authorised by the Head of Department or Designee after verification to ensure that requirements were met.
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 authorising the release.
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/audit
• re-testing/inspection/verification/calibration
• isolating
• scrapping
If a nonconforming product is detected, a recall and replacement is done.
Records of all nonconformities and corrective actions taken will be maintained.
9.1 Monitoring Measurement and analysis and evaluation
9.1.1 General
The departments under the scope of the IMShave 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.
• Monitors customersatisfaction/feedback using thecurrent version IMR0F6
Customer Satisfaction Survey Form
The survey link is available to stakeholders. The performance and effectiveness of the IMS is evaluated by internal audits, implementation of corrective actions and decision of the management review meetings.
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Records are maintained according to MSP102 Procedure for Documented Information.
Customer perception is determined through the use of various means including the Customer Satisfaction/Feedback Survey Form current version IMR0F6 which are administered by the Marketing Department. Customer satisfaction is reviewed periodically, feedback is shared with Management, and an analysis is presented at Management review meeting.
9.1.3
GNBS has implemented systems to collect and analyse data to demonstrate the suitability and effectiveness of the IMS. Opportunities for continual improvement are identified. Data is analysed annually, which includes the following:
- Performance of external suppliers of products and services.
- Conformity of products and services
- Performance and effectiveness of the IMS
- Effectiveness of actions to address risks and opportunities
- If planning has been implemented effectively
- Measurement ofcustomersatisfaction/dissatisfaction informationfrom survey forms and customer complaints.
- Effectiveness of the actions taken to address risks and opportunities.
- Improvement to the quality management system.
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 IMS conforms to ISO 9001 and ISO/IEC17025 Standards along with IM, SOPs, TSOPs and WIs 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 IMS
- The results of previous internal and external audits of the process, function or activity.
- The GNBS plans, establish, implement and maintain an audit programme(s) including the frequency, methods, responsibilities, planning requirements and reporting, which shall take into consideration the importance of the processes concerned, changes affecting the
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organisation, and the results of previous audits.
RevisionDate: 2026-05-06
The methodology for conducting internal audits, including the responsibilities for planning, conducting and reporting are detailed in MSP104 Procedure for Internal Audit.
Internal audits can be outsourced to external providers who must conduct the assessment in accordance to MSP104 Procedure for Internal Audit
Records of audits and their results are maintained in accordance with MSP102 Procedure for Documented Information.
9.3.1 General
9.3.2
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 nonconformities and corrective actions.
• Performance of external suppliers of products and services
Top Management and Management will review the IMS, 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 IMS, including the quality policy and objectives. The quorum for this meeting will be at least two-thirds of management.
• Follow-up actions from previous management review.
• Changes that could affect the IMS Performance
• Adequacyofresources
• Effectiveness of actions taken to address risk and opportunities
• Opportunities for improvement.
• Validity of results.
• Changes in type and volume of work.
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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 IMS
• Resource needs.
• Effectiveness of the management systems and processes.
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 his/her control.
Records are maintained according to MSP102 Procedure for Documented Information.
10.1 General
GNBS will ensure continual improvement of its IMS in the following ways:
• 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 ensures that scheduled internal audits of the IMS are carried out and effective corrective actions are taken for 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 external suppliers of products and services and to identify opportunities for improvement of the IMS. The results of these analyses are presented at the management review meetings.
10.2.1 GNBS will take actions to eliminate the causes of nonconformities in order to prevent recurrence. These actions are taken for nonconformities identified during audits or daily activities. Information sources are:
• Customer complaints.
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• Customer feedback.
• Nonconformity reports.
• Internal audit reports.
▪ Risks and actions
• Relevant IMS 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 are closed.
Records are maintained according to MSP102 Documented Information.
10.3 Continual improvement
GNBS continually improves the IMS based on the results of audits, customer feedback and management review meetings.