QUALITY MANUAL System

محدودة ية ال ب ش خ نـاعات ال ص اث وال ألث بة ل مـواك نع ال ص كة م شر

Al-Muwakaba Wooden Furniture & Industrial Engineering Factory Ltd

Al-Muwakaba Wooden Furniture & Industries Factory Co. Ltd, Jeddah Industrial City, Phase 5

P.O. Box 23609; Jeddah 21435, Saudi Arabia - Telephone: (0)2 6092220 - Fax: (0)2 2684850

QUALITY MANAGEMENT SYSTEM

EXPERTXX Quality Production Manual

Prepared by: Dr Andrew G. Kimmance (Projects & Business Director)

Reviewed by: Abdul-Rahman Faisal Al Amoudi: MD

Approved by: Abdul-Rahman Faisal Al Amoudi/Dr Andrews

Issue date: 16th

September 2011

Issue No: 01





MANUAL TITLE: QUALITY MANAGEMENT SYSTEM Doc Ref: QMS-01 DOCUMENT TITLE Business Quality Manual

Issue No.: 1 Page: 2 of 63

Prepared by: Dr AGK (103) Approved by: MD (100)

QUALITY MANUAL

This manual has been created to comply with applicable requirements of the

ISO 9001:2008

International Quality Management System (QMS) Standards

Revisions

The following is the document control for revisions to this quality manual manuscript.

Version Number

Date of Issue

Author(s) Brief Description of Revision Change

00 10/09/2011 Dr A.G. Kimmance Review of quality management content

01 16/09/2011 Dr A.G. Kimmance Review of plant & equipment content

All copies of this Quality Manual must be kept under strict control to prevent the System from

becoming unreliable. The following Procedures will ensure that the system remains current and

valid.

I. All copies of the QUALITY MANUAL will be clearly numbered and the Holder

recorded.

II. Each page in the quality manual will carry its own number.

III. The Quality Management Representative will be responsible for all revisions and

addendums being recorded.

IV. Changes can be suggested by any EXPERTXX Employee but must receive signed

approval before being written into this Quality Manual.

V. All changes must be recorded on the above Revisions List and the appropriate pages in

each Manual changed.








DEFEINITION OF TERMS

1) The definition of terms and descriptions used in this Quality Manual are commonly defined

within ISO 9001: 2008 Quality Management Systems.

2) Additional definitions also apply for items not covered by this documents:

Any on-site project location, other than the Company's established premises, where

work is undertaken as part of a formal contract or agreement

3) The following are definitions of terms, abbreviations and acronyms used in this document.

Term Definition

CEO Chief Executive Officer

MD Managing Director

PBDM Projects & Business Development Manager

BDS Business Development Strategy

DCR Document Change Request

ERP Enterprise Resource Planning

HASWA Health and Safety at Works Act

HRM Human Resource Manager

GCC Gulf Cooperation Council

ISO International Organization for Standardization

OBD Out of Box Defects

QMS Quality Management System

QM Quality Manual

QC Quality Control

QA Quality Assurance

QCA Quality Controlled Audits

QMD Quality Management Department

QIS Quality Inspection Sheet

QCM Quality Control Manager

SOW Scope of Works

SM Safety Manager

TQM Total Quality Management

WBS Work Breakdown Structure

EXPERTXX Al-Muwakaba Wooden Furniture & Industrial Engineering Factories Ltd

WFP Workforce Planning

WCSP EXPERTXX Customer Satisfaction Protocol








QUALITY MANUAL CONTENTS

SECTIONS PAGES

REVISIONS (of this manual) 2

DEFEINITION OF TERMS (mandatory) 3

PREFACE (company statement) 5

RESPONSIBLE PARTIES (company) 6

SECTION 1: COMPANY PROFILE (brief) 7

SECTION 2: SCOPE OF QUALITY MANUAL ( 9

SECTION 3: DOCUMENT REFERENCE REQUIREMENTS 11

*SECTION 4: QUALITY MANAGEMENT SYSTEM 14

*SECTION 5: MANAGEMENT RESPONSIBILITY 16

*SECTION 6: RESOURCE MANAGEMENT 29

*SECTION 7: PRODUCT REALIZATION 33

*SECTION 8: MEASUREMENT, ANALYSIS AND IMPROVEMENT 45

APPENXIX SECTION: FORMS, TEMPLATES, AUDITS 63

In effect, companies and users of this quality manual will need to address sections 1 to 8, but in

general, only sections 4 to 8 needs implementing within a QMS.

In addition to the ISO 9001:2008 standards a contracting company will need a quality policy

and Quality Manual (which may. or may not include the above documents).








PREFACE

Quality Management at EXPERTXX Manufacturing and Engineering is an organization – wide

approach to understanding precisely what customers need and consistently delivering accurate

solutions on time, within budget, to quality standards and with the minimum loss to society.

Our Quality Management ensures the effective design of processes that clarify, and verify

customer needs, plan product life cycles, designs, construct and produce, and deliver the

project, product and service. Also, embodies measurement of all process elements, analysis of

performance, and the continual improvement of products, services, and the process that delivers

them to the customer. EXPERTXX creatively defines quality in terms of Innovation and

Control.

It is widely acknowledged that implementing a robust but practical quality management

strategy improves business, as a result will often have a positive effect on future investment,

market share, sales growth, sales margins, competitive advantage, and avoidance of litigation.

This Quality Manuel is an integral part of the Quality Management Strategy which has been

established by EXPERTXX in order to meet ISO 9001: 2008 quality management system

regulatory requirements for the commercial sale of wooden furniture products in Saudi Arabia,

GCC and International Markets. The manual will serve as a guide to the company’s quality

policies and key procedures, in addition to describing the Quality Management System for our

employees and customers, and how these policies will be implemented. This system applies to

all our furniture products we produce along with the materials that we buy from our suppliers.

As dictated by the complexity of product and process design, manufacturing techniques used,

and customer requirements, more précised written procedures may be required to implement the

quality policies and forms set forth in this manual. No changes shall be made to this quality

INNOVATION CONTROL

Management





manual or any supplementary quality assurance, audit and control procedures unless approved

by the Managing Director, Business Development Director or an authorised Quality Manager. MANUAL TITLE: QUALITY MANAGEMENT SYSTEM Doc Ref: QMS-01 DOCUMENT TITLE Business Quality Manual



RESPONSIBLE PARTIES

EXPERTXX believes that this Quality Manual is an important document that must be managed

correctly in order to achieve the highest quality standards. All staff is allocated with authority to

perform their allocated responsibilities. The following provides a summary of the principal

responsibilities of each employee and job role. These will be clarified in greater detail within

the Operating Procedures.

I. No employee shall compromise Quality; this will not be tolerated in this Company.

II. Every employee is responsible for undertaking their duties using the best quality

standards possible.

III. Every employee has the authority to put a temporary hold on assembly processes,

sales, shipments or other business activities and request an immediate management

review if they believe a serious compromise to quality is imminent.

IV. This standard should also be applied when working with external business partners,

contractors providing products and services that affect EXPERTXX customers.

V. Employees who encounter a situation where they believe quality is being jeopardized

or compromised should escalate the matter through their management chain, to their

business director, managing director, or to the Company CEO of Sourcing, Contracts

and Quality.

VI. If you have any questions about a particular part of our quality manual or, perhaps, a

suggestion that would improve a quality procedure, system or process, please discuss it

with a person listed below.

VII. Quality Management and indeed its many systems is the livelihood of our company,

and for that reason the stakeholders, partners and senior managers of the company are

directly involved on a day-to-day basis.

VIII. We believe this brings swift decisions to Quality questions and/or issues through every

part of our organization.

IX. The person(s) listed below are responsible for the Quality Control Management.

A. Abdul Faisal Al-Amoudi: Managing Director (MD)

B. Dr Andrew Kimmance: Project Director Business Development Manager

C. Syed Bashir UI Hasan: HRM

D. Hasyim Noor: Quality Supervisor

E. Dr Andrew Kimmance: ISO Quality Control Manager (acting)








1. COMPANY PROFILE

1.1 General Introduction

Having been at the forefront of business excellence with the remarkable success of

MIDROC Holding Group, Al-Muwakaba Wooden Furniture & Industrial Engineering

Factories Ltd, hereafter referred to as EXPERTXX, was established from the

extraordinary vision of Sheikh Mohammed Hussein Al-Amoudi – A prominent, and

legendary businessman and owner of MIDROC, who independently demonstrated that

the application of persistence, patience and vision can result in a diverse group of more

than 70 successful businesses from every major industry throughout the Middle East

with locations in MENA and Europe, providing jobs for more than 40,000 employees.

1.2 EXPERTXX at a Glance

Founded from the original furniture workshop in Jeddah over 17 years ago,

EXPERTXX specializes in the manufacturing and installation of top quality furniture

products, services and inspirational designs for a diverse clientele, including leading

contractors, retail, and trade customers throughout GCC, and into Europe. As a

prominent furniture manufacturer, the company prides itself on creating lucrative

furniture systems and stunning solutions for all types of furniture products and customer

requirements. Whether it’s designing products suitable for high rise city complexes,

such as the Sheridan or Hilton Hotel, prestige office buildings, sophisticated urban

apartment blocks, or a luxuriant suburban family home, we are confident in our ability

to provide premium designs to suit all lifestyles and budgets, and strive to develop long-

term relationships built on superior customer service, quality excellence, and fair

trade.

1.3 EXPERTXX Products & Services

Our factory produces wooden furniture products for an extensive range of environments

such as living spaces, healthcare, industrial factories, office, and education settings.

More specifically, these quality furnishings include bedrooms, living rooms, kitchens,

doors, windows, offices, classrooms, and laboratories. Each product is made with the

highest quality materials available, in accordance with international quality standards

ISO. Our team of experts ensure exceptional quality is maintained through an exquisite

combination of elegant styles and superior functionality. A brief description of the items

is as follows:

1.3.1 Doors & Windows

Amongst the most popular items in the EXPERTXX collection are the internal

hardwood doors and Windows. Customers can choose from an excellent selection of

flush doors, decorative, semi-solid and solid hardwood doors, windows, openings and





window frames. All doors and window sets are manufactured at the factory, in

accordance to exceptional quality control and assurance standards.




1.3.2 Bed Rooms

Perfect for a sanctuary from busy life, EXPERTXX bedroom furniture incorporates all

the modern features of the most popular components; including beds, wardrobes, chest

of drawers, tallboys and dressing tables with mirrors. Each style, veneer and colour

passes through the same quality control manufacturing process, using expert designs and

state-of-the-art technology, all integrated together so as to provide our customer with

exceptional quality products at the highest possible standards.

1.3.3 Living Rooms

Purposely designed for use in hotels, hospitals or homes, EXPERTXX living room

furniture products have an assured modern elegance. Available in a wide variety of

colours and veneer finishes, each piece is made to last, built from the finest raw

materials with the highest quality finishes and fabrics. Superior comfort is always

assured and at the forefront with EXPERTXX.

1.3.4 Kitchens

The importance of functionality is no more apparent than in the kitchen. EXPERTXX

creative designers have developed space-saving combinations of kitchen components

that ensure that each kitchen is a dream comes true. EXPERTXX exquisite designs will

be enjoyed for years to come, as the quality of our kitchen products continue to endure.

1.3.5 Offices

With employees spending more time at work than in any other environment, it is

extremely important that office furniture is functional and comforting. EXPERTXX

office furniture offers both, and in a variety of sizes, finishes, and configurations. Office

workers who are provided with confortable office furniture will be assured of a pleasant

working atmosphere where they can achieve maximum productivity with effortless

efficiency.

1.3.6 School Furniture

There and not many activities that compare to the importance of education in the

greatness of a society. EXPERTXX is proud to satisfy the demands of the education

sector in Saudi Arabia and its surrounding GCC regions. Each of the various styles and

sizes of school furniture have been designed according to specifications of the highest

governing education authorities, ensuring their practical application in primary,

intermediate, secondary, and higher education classroom settings.





With exceptional quality standards, EXPERTXX’s furniture also provides students of

all ages with the equipment needed to study in a safe, comfortable learning environment

whether they are in schools, colleges or laboratories. MANUAL TITLE: QUALITY MANAGEMENT SYSTEM Doc Ref: QMS-01 DOCUMENT TITLE Business Quality Manual



1.4 Planning for Fabrication

1.4.1 EXPERTXX has the capacity to provide a complete value added fabrication planning

operation to meet all of its customers’ needs. Our philosophy is based on competent

trained staff, supported by a dedicated Quality Management Department, all of whom

are fully committed to the complete supply chain for providing Customer Satisfaction.

1.4.2 Assurance of the quality and performance of the products starts in the factory when the

raw materials are delivered; components are fabricated, assembled, packaged and finally

distributed. To achieve this goal, we take many actions and make many decisions that

characterize our company, reassuring us that it stands out from all of our competitors.

1.4.3 The careful procurement of materials, precision cabinet-making techniques and

continuously improving our quality control and assurance procedures, all performed on

carefully selected materials; using innovative technology is only the first step toward

achieving total quality management.

1.5 Complete Fabrication Process

1.5.1 From the mundane to the complex, EXPERTXX technicians are fully trained to cope

with our customers’ comprehensive requirement needs, from the cutting, wrapping,

drilling, smoothing, sanding, and assembly of finishing parts, and packaging; we are

able to offer our customers a complete manufacturing service for turning their ideas in to

the finished product.

1.5.2 All the assembly processes provided by the Company are rigorously inspected. The

continuous ability to supply these products to our customers is a testimony to the quality

of the customer service, and is the foundation of our Company’s philosophy.

2. SCOPE OF QUALITY MANUAL

2.1 Purpose

This document presents the eight quality management principles on which the quality

management systems international standards of ISO 9000: 2005; ISO 9001: 2008 and

ISO 9004:2009 series are based. These principles shall be used by senior management as

a framework to guide our Company towards improved performance.

2.1.1 These principles are derived from the collective experience and knowledge of the

international experts who participate in ISO Technical Committee ISO/TC 176, Quality

Management and Quality Control and Assurance, which is responsible for developing

and maintaining the ISO 9000 standards.





2.1.2 This document provides examples of the benefits derived from their use and of actions

that our managers should typically take in applying the principles to enhance our ability

to continuously improve our organizations’ performance.




2.1.3 This Quality Manual supports our operations by identifying what quality control tasks

are needed, scheduling and controlling the tasks required, ensuring that all contractual

Quality Standards and Inspections are met, and documenting what is required to

consistently achieve Quality excellence.

2.2 Quality System Application

2.2.1 EXPERTXX is totally committed to the operation of an independently verified Quality

System as evidence of the excellence of the service provided to our customers. An

essential requirement of the continuing maintenance and development of the Company’s

objectives is the implementation of our Quality Management System (QMS) that

complies with all applicable requirements contained in ISO 9001:2008, covers the

design and provision of all company products, and encompasses all operations at our

factory located at Jeddah Industrial City, Phase 5 P.O. Box 23609; Jeddah 21435, Saudi

Arabia - KSA.

2.2.2 All aspects of EXPERTXX operations reflect the company’s commitment to total

quality, this includes quality in manufacturing by offering first-class competitive

products, quality in ethics by honouring commitments, and quality in customer service

by taking time to understand and respond to the needs and desires of past, present and

future customers.

2.2.3 The quality manual is intended to be used as a live working document that describes, as

a minimum, the quality management system to be deployed at EXPERTXX. This

manual supports the company vision, which is:

2.2.4 To establish EXPERTXX as the leading furniture manufacturer in the GCC, with the

goal of “providing elegantly styled, high quality value for money wooden furniture

products, supplied and installed, using innovated state-of-the-art precision

manufacturing, whilst delivering exceptional customer service.”

2.2.5 Above all else, our products are a portrait of our company and the people who

endeavour to produce it. Our QC/QA procedure is our expression of who we strive to

be. This quality manual is not an item or event.

2.2.6 This manual is and always will be a work in progress, to be improved with every

lesson we learn, with every unique requirement our customer has, with every

opportunity we have to distinguish ourselves with our quality workmanship.

2.3 General Requirements





2.3.1 EXPERTXX has established and maintains a quality management system, and will

continuously monitor and improve the effectiveness of the QMS in accordance to ISO

9001: 2008 standards.

2.3.2 This system establishes company-wide quality controls that minimize the possibility of

compromises, which could affect reliability and product quality.




2.3.3 This manual will serve as a guide to the company’s quality policies and key procedures,

as well as to describe how these policies will be implemented.

2.3.4 These procedures and work instructions are directive documents which define specific

actions and assign responsibility for these actions as to who, where, when, what, and

how each procedure is to be performed.

2.3.5 Compliance with the Quality Manual and the associated quality control/assurance

procedures and work instructions is mandatory for all associates, as well as having

access to any QMS documents that apply to their function.

2.3.6 Personnel performing work affecting conformity to product requirements will be

competent on the basis of appropriate education, training, skills and experience.

2.3.7 Evidence of this competency is maintained in personnel files and documented with

training attendance records.

2.3.8 The Quality Manager (and the departmental team of controllers and inspectors), under

the managing director MD umbrella, has been appointed as the Total Management

Representative and has been delegated the responsibility and authority for assuring full

implementation of the complete quality management system, including control of the

Quality Manual and the assurance of procedures and work instructions.

2.3.9 The Management Representative has the freedom and unrestricted access to top

management to resolve quality issues.

2.3.10 Identify all process needs for the QMS and their applications throughout the standards.

2.3.11 Determine the interactions and sequences of the processes.

2.3.12 Determine the criteria and methods needed to ensure that both the operations and

control of these processes are effective.

2.3.13 Ensure the availability of resources and information necessary to support the operation

and monitoring of the processes, and to monitor, measure and analysis these processes.

2.3.14 Implement innovative actions necessary to achieve planned results and continuous

improvement of these processes, in accordance to ISO standards.

3. REFERENCE DOCUMENTATION REQUIREMENTS





3.1 Our QMS is used to define the quality techniques and standards to be applied, and the

various responsibilities for achieving the required quality levels, before, during and after

all customer projects. The following external documents contain provisions which,

through reference in this manual, constitute provisions of our QMS in accordance with

ISO 9001: 2008 Requirements. The documentation includes:




3.1.1 Documented statements of the QMS policy and quality objectives in accordance to ISO

9000: 2005 Fundamentals and Vocabulary.

3.1.2 Managing for the sustained success of our company – A quality management approach

ISO 9004:2009 Changes.

3.1.3 Documents and forms needed by EXPERTXX to ensure the effective planning,

operation, and control of its processes.

3.1.4 Records required by ISO 9001: 2008 Document Controls.

3.1.5 Written inspection and test procedures will be prepared to supplement drawings and

other specifications, as required by ISO 9001: 2008 Documented Procedures.

3.1.6 This Quality Manual. The company established and maintains this manual, which

includes the following documentation:

3.1.6.1 Scope of the QMS and justification of any exclusion.

3.1.6.2 The document procedures established for the QMS and/or reference to them.

4 QUALITY MANAGEMENT SYSTEM

4.1 General Requirements

Our QMS is the central part of our overall management system at EXPERTXX, which

establishes documents and implements our quality policy, and related processes for

providing products and services that meet or exceed customer requirements, and

satisfies QMS requirements of ISO 9001:2008 standards. Wherever possible, Quality

Controls have been integrated into existing systems (environment, health and safety) and

cross-referenced for ease of interpretation.

4.1.1 EXPERTXX have adopted the process system approach advocated by ISO 9000: 2005,

by defining and managing:

4.1.1.1 Process inputs, controls, and outputs to ensure desired results are achieved,

identifying the processes needed for the quality system and their application

throughout the organization.

4.1.1.2 Determines the sequence and interaction of these processes, and interfaces

between interrelated processes to ensure system effectiveness is achieved.





4.1.1.3 Determines criteria and methods required ensuring that control, operation and

management of these processes are effective, ensuring the availability of

resources and information essential to support operation and monitoring of

these processes.




4.1.1.4 Monitors, measures, and analyses these processes, and implements actions

necessary to achieve planned results and continuous improvement.

4.1.1.5 Implements actions required to achieve planned results and continual

improvement of these processes.

4.1.2 Manufacturing Partners Inc. continually maintains and improves these processes in

accordance with requirements of ISO 9001:2000, Quality Systems – Requirement.

4.1.3 Manufacturing Partners Inc. shall ensure that any sub-contracted process that affects

product conformity shall be effectively controlled. Control of such subcontracted

processes shall be identified within the Quality Management System.

4.1.4 Our ‘core’ business processes are what we call ‘Customer Oriented Processes’, which

are in place to meet the specific needs of our external customers, and directly relate to

requirements contained in Clause 7 of ISO 9001:2008, Product Realization Processes.

4.1.5 EXPERTXX are also in the process of developing appropriate ‘Support Oriented

Processes’, to help implement the above process in the most effective and efficient way

possible.

4.1.6 Specific responsibilities for and the sequence and interaction of our key QMS processes

are detailed in the Operating Procedures (Section 4.2.1.), many of which contain or

reference deployment flow charts depicting the process or procedure.

4.1.7 We also recognize the significant role that subcontractors play in achieving desired

results and acknowledge that we must ensure proper control over outsourced QMS

processes.

4.2 Documented Requirements

4.2.1 General

This manual contains documented statements of our quality policy and quality

objectives, and references documented procedures required by ISO 9001:2008 and other

documents needed to ensure effective planning, operation and control of our key QMS

processes.

The Quality System applies to all activities of the Company, and has been developed in

accordance with ISO 9001. The QMS is fully documented and is essentially structured

using 3 tier levels, as summarised below:





4.2.1.1 Level 1 : Quality Manual

This document details our corporate quality policy, quality objectives and

structure of Company, and references appropriate Operating Procedures.


Issue No.: 1 Page:14 of 63


4.2.1.2 Level 2 : Operating Procedures

This document describes the actual assembly process, and controls applied to

all activities concerned with the attainment of quality assured manufacturing

and contracting service. It details procedures required by applicable standards

and regulations, and the documents needed to ensure the effective operation

and management of the processes (i.e. where applicable, quality plans,

engineering masters, schedules, work instructions, samples, drawings, photos,

work study methods - measurements). Records required by the ISO 9001: 2008

standards and any other applicable standards and requirements; and any quality

system requirements imposed by the applicable regulatory authorities. A list of

Operating Procedures is given in the Index Section of this Quality Manual.

4.2.1.3 Level 3 : Quality Planning

As the Company operates a customary type and range of services with respect

to furniture products; customer satisfaction and quality are achieved by

operation in accordance with the documented quality system. Specific customer

requirements are identified and documented during the contract tender review

process, allowing these requirements to be communicated and attained,

ensuring satisfaction of all customers declared needs.

4.2.2 Quality Manual

The Quality Manual is the principal document that defines the Quality System at

EXPERTXX. This includes the scope of the QMS, the details of, and justification for,

any exclusion.

Documented procedures, references to documented procedures and external

documents not included in the Quality Manual. The relationship between the

requirements of the relevant International Standard and the documented

procedures shall be clearly shown.

A description of the sequence and interaction of the processes included in the

Quality System.

4.3 Control of Documents

4.3.1 In order to comply with ISO - 9001 Quality Management Standards 2008, a robust but

simple document control system lies continually at the centre of EXPERTXX’s

conforming quality management system, and almost every aspect of auditing and

compliance verification is determined through the inspection of documented evidence.





Consequently, it becomes apparent that the on-going training and maintenance of an

efficient document management system must NOT be overlooked. Accordingly, a

training programme, document control and record control procedure, and internal

document control audit have been integrated into the quality management system, and

implemented to comply with ISO 9001: 2008 – Clause (4.2.3 and 4.2.4).




4.3.2 In order to comply with the document control requirements listed in clause (4.2.3), it is

essential that all associated EXPERTXX personnel are trained to understand what type

of documents will be controlled and how this control will be exercised. Consequently, a

training programme and a document control procedure has been inaugurated, so as to

communicate the steps necessary to ensure that personnel and other users of company

documentation understand what they must do in order to manage that information

effectively and efficiently. The document control procedure has been implemented to

define the control needed to understand and record the following key elements:

4.3.2.1 How the company trains its employing so as to understand the good-practice

records management procedures, based on ISO 9001 standards and applicable

in day-to-day manufacturing, construction and engineering activities.

4.3.2.2 How documents are approved prior to implementation, through the use of

quality control procedures, flow-charts, process models/maps, etc., signed off

and collated in files, and stored in the company E-filing computer network

system.

4.3.2.3 How documents are updated and/or amended through the ERP computer

system, and manual filing procedures.

4.3.2.4 How changes are identified, in accordance with the company change

management plan.

4.3.2.5 How to ensure that documents are available where they are needed, in

accordance with the company issue management and risk management plan.

4.3.2.6 How external and internal documents are communicated, in accordance with

the company communication process and document control plan.

4.3.2.7 How the company prevents the inadvertent use of obsolete documents, in

EXPERTXX has prepared and maintains a controlled Quality Manual that

defines the scope of its activities supported by documented procedures and how

the procedures operate.

4.3.2.8 THE COMPANY will coordinate document changes with customers and any

regulatory authorities as required by contract or other requirements. Records

shall be available for review by customers and regulatory authorities in

accordance with contract or regulatory requirements.

4.4 Control of Records





4.4.1 EXPERTXX produce a large amount of creative designs and quality furniture products

for a diverse range of clientele. This information is considered an important

administrative asset that provides the primary route for evidence based verification and

traceability, and is able to demonstrate complete compliance with customer

requirements.




4.4.2 As a consequence, EXPERTXX IS IN THE PROCESS of implementing an automated

documented procedure with the persistence of defining the controls needed for the

identification, storage, protection, retrieval, retention and disposition of records, and

will remain legible and identifiable throughout their 3 year retention period.

4.4.3 Delivery of these records to all clients/customers and contractors, is as a rule, a

contractual and legal requirement, therefore assurance records become a fundamental

point of reference when determining compliance with the intended design, as well as

helping to satisfy the requirements prescribed by building control authorities and the

health and safety executive. These records are often confidential and demonstrative of a

client’s and/or contractor’s duty of care and that the end product is fit for purpose.

4.5 Document Control Process

4.5.1 EXPERTXX has established an electronic Document Control Process that will be used

to ensure all project correspondence is documented in a précised format, archived, and

made available to be retrieved at a future point in time.

4.5.2 All corresponding project information is to be collated by the document controller, and

company departments under the administrative management umbrella, and will utilise

an E-Filing System to ensure all records is collected, managed and stored in a single

location. Each article of information (i.e. MOM, e-mail, letter, drawings, plans,

schedules, CD’s, specifications, project scope, register, etc.) shall be assigned a unique

document identification code/number.

5. MANAGEMENT RESPONSIBILITIES

5.1 Management Responsibilities & Roles

5.1.1 It is the responsibility of all departmental managers to train their team in promoting

good document and record management practices in their area, whilst supporting overall

compliance to the document control procedure.

5.1.2 Individuals and their line managers shall be responsible for the documents and records

that they create, as well as being responsible for their retention and disposal in line with

legislative requirements and organisational procedures and practices.

5.1.3 All design and technical leads will submit their deliverables and other correspondence

using the document control transmittal sheet, illustrated in the Appendix. The document

and associated information shall then be stored creating a comprehensive record of all





information related to that specific project. This will be instantly retrievable for

reference to any personnel who have access to the integrated document control system.

5.1.4 The table below shall be used to define roles and responsibilities for quality

management activities, including those with quality responsibilities from operation to

corporate management.




Report Responsibilities

Corporate Strategic Manager

Administration Manager

Marketing Manager

Sales Manager

Procurement Manager

Purchase Administrator

Programme Management

Project Board

Executive MD Senior User

Quality Manager

Project Assurance/Control

Business Assurance User Assurance Supplier Assurance

Project Manager

Operations Manager

Plant Manager

Maintenance Manager

Store Manager

Technical Manager

Design Manager

Team Manager(s)

Project Support

Change Authority

Others (health & safety

advisor)

5.2 Customer Focus preserves

Customers shall determine the expectations, standards, and requirements that

EXPERTXX will strive to understand, meet and exceed these requirements with the





total commitment in maximising the highest possible quality. Our quality management

strategy articulates our commitment to our customers:

“We as an emerging enterprise will strive to achieve customer

satisfaction by continually improving our processes, products and

services to ensure they consistently meet or exceed customer

expectations”




5.2.1 Definition of Customers Include:

5.2.1.1 External customers are product end users (e.g., clients, construction companies,

contractors, wholesalers, suppliers, governmental authorities).

5.2.1.2 Internal customers are people in the organisation and/or partners.

5.2.1.3 The public that can benefit or be affected by our products and services.

5.2.2 Expectations Include:

5.2.2.1 Product safety

5.2.2.2 Project liability

5.2.2.3 Availability

5.2.2.4 Delivery

5.2.2.5 Packaging, distribution, and installation

5.2.2.6 Conformity

5.2.3 Standards Include:

5.2.3.1 Customer established written requirements (SOW, schedules, drawings, plans

and specifications).

5.2.3.2 Government specification and/or local authority regulations.

5.2.3.3 Local authority and/or regularity regulations.

5.2.4 Requirements Include:

5.2.4.1 Principal product characteristics

5.2.4.2 Internal product and process specifications

5.2.4.3 Internal process procedures





5.2.4.4 Purchase material specifications

5.2.4.5 Principal supplier selection

5.3 Quality Policy & Objectives

It is the POLICY of EXPERTXX to achieve sustained, profitable growth by providing

quality services which consistently satisfy the needs and expectations of our customers.




This level of quality is achieved through adopting an ISO 9001: 2008 system of

standards and procedures that reflect the competence of the Company to existing

customers, potential customers, and independent auditing authorities. We will achieve

customer satisfaction by continually improving the following areas:

5.3.1 The degree to which our products and services meet customer requirements.

5.3.2 The effectiveness of our processes with focus on continuously improving the results.

5.3.3 The perceptions of our customers as to how well their requirements have been met, so as

to ensure they consistently meet or exceed our customer requirements.

5.4 Continual Improvement

Continuously improving the way processes are controlled, inspected or audited is not

some special form of procedure, it is the total commitment of all operatives to

continually improve the way that processes, procedures and/or techniques interact

directly with individual customers to guarantee attention to their unique needs and

expectations is established and maintained; by way of customer audits, customer visits,

exhibition and trade shows, and joint planning sessions.

5.4.1 To achieve this, EXPERTXX has established a Customer Service Management Centre

and interactive web site @ www.EXPERTXX.com so as to provide customers with

quick access to a variety of information and points of contact within our organization. A

selection of other information can also be viewed through our on-line product

catalogues, 3D presentations, and multiple database search engine links.

5.4.2 The customer focused communications and interactions will yield clear, explicit

customer requirements and expectations in the form of contractual agreement and/or

customer order enquiry forms; the Marketing Manager and Sales Manager, under the

umbrella of the Business Development Manager, have overall responsibility for

ensuring that specified and unspecified requirements are determined, understood, and

converted into requirements, in accordance to the document control system procedures.

5.4.3 Other areas which are continuously reviewed include, training programmes and

continuous professional development. This ensures that our quality policy is

communicated and understood at all levels of the organization through documented training,

regular communication, and reinforcement during employee performance and audit reviews.

http://www.woodroc.com/





5.4.4 The rationale behind these training, toolbox talks, workshops, and group interaction

meetings are intend to communicate the following benefits:

5.4.4.1 Develops the skills for identifying origins of problems, and the methods/tools

(such as simple charts, graphs, activity schedules) to be able to improve

systematically.




5.4.4.2 Generate input and output planning needs to facilitate the attitude that

improvement is always possible.

5.4.4.3 Generates healthy thought patterns, so as to always know what necessities need

to be improved next, and how you will measure the improvement.

5.4.5 EXPERTXX will earn customer loyalty by providing products, services, and

interactions of the highest quality and best value. To achieve this we will:

5.4.5.1 Ensure that all of our products comply with applicable safety and regulatory

requirements.

5.4.5.2 Ensure our products meet or exceed their published schedule of specifications.

5.4.5.3 Maintain and continually improve the effectiveness of our product and service

business management systems to conform at a minimum to ISO 9001: 2008

Quality Management Standard, or more stringent or legally required standards

as dictated by specific markets.

5.4.5.4 Continually monitor and improve our customers’ total experience.

5.4.5.5 Establish quality requirements for suppliers, partners, and contractors and hold

them accountable to comply.

5.4.5.6 Treat customers in accordance with the Company Standards of Business

Conduct and Privacy Policies.

5.5 Management Commitment

This policy is provided and explained to each employee by the Managing Director. Top

(executive) Management provides evidence of its commitment to the development,

implementation and improvement of our QMS in very tangible way.

5.5.1 The Company’s Quality Policy is established by the executive management and

provides a framework for implementing, and reviewing quality and customer

satisfaction objectives. However, it is the responsibility of the Quality Management to

review and check for continuing suitability, adequacy and effectiveness every THREE

MONTHS or in accordance with the specified ISO audit periods, and update if required.





5.5.2 Our quality policy statement (Section 4.1) documents and communicates the importance

of meeting or exceeding all applicable requirements (including customer, regulatory and

legal requirements) through continual improvement of our processes, products, and

services.

5.5.3 All Company Managers are responsible for conformance with the Company Quality

Policy and for proposing policy changes consistent with their needs for continuously

improving Quality.




5.5.4 All managers will demonstrate their commitment to the development and improvement

of the QMS through the provision of necessary resources, through their involvement in

the internal audit process, and through their proactive involvement in our continual

improvement activities; where emphasis will be placed on improving both effectiveness

and efficiency of our primary QMS processes.

5.6 Policy Objectives

In order to produce the finest custom-made products in the region through carefully-

selected styles and applications, EXPERTXX strives to produce top quality customized

products for clients throughout the GCC. Starting with the careful procurement of

materials and precise cabinet-making techniques, EXPERTXX applies cutting edge

technology with expertly trained staff, producing attractive and durable wooden

furniture products.

5.6.1 To achieve and maintain the required level of control and assurance the Managing

Director retains responsibility for the Quality System with routine operation controlled

by the Quality Manager.

5.6.2 The system objectives are as follows:

5.6.2.1 To maintain an effective Quality Assurance System complying with

International Standard ISO9001 (Quality Systems).

5.6.2.2 To blend emerging technology with European – Italian creativity in order to

achieve maximum productivity.

5.6.2.3 To incorporate the best-quality materials to ensure product quality and

durability.

5.6.2.4 To ensure compliance with relevant statutory and safety requirements.

5.6.2.5 To recruit the most talented and skilled individuals in order to optimize results.

5.6.2.6 To support sales and marketing development initiatives that promotes

competition.

5.6.2.7 To maintain optimal ethical standards in all quality affairs.





5.6.2.8 To treasure our relationships with both our customers and partners by achieving

and maintaining a level of quality this enhances the Company’s reputation with

customers.

5.6.2.9 Continuously attempt to maximize customer satisfaction with the services

provided by EXPERTXX.




5.7 Quality Objectives

EXPERTXX have dedicated two teams exclusively to Quality, under the guidance of the

Quality Manager. A brief description of the quality procedure is detailed below. Any

variance from corporate or programme quality management standards will be identified

and recorded in the appropriate tables and forms, together with a justification for the

variance and resolution. The quality system addresses, but is not limited to the following

activities:

a) Company approach to Quality Assurance

b) Company approach to Quality Control

c) Company approach to Quality Planning

d) Quality Standards

e) Responsibilities

f) Compliance audits and management reviews

g) Templates and forms to be employed (e.g., Audits, Checklists. Product

Description(s), Quality Plan and Register)

h) Definitions of types of quality methods (e.g. inspection, checklist, pilot)

i) Statistical tools or metrics to be employed in support of the Quality

Control/Assurance System

5.7.1 The Quality Assurance (QA) Team, under the guidance of the Quality Manager,

supports all manufacturing and operating processes in the development of quality

systems and conducts periodic audits to assure that those systems are implemented

faithfully and effectively ISO 9001. The Quality Assurance has the responsibility to:

Identify and evaluate quality-related issues.

Recommend solutions to quality problems and verify that any problems

have been resolved (corrective actions).





Initiate action to prevent the occurrence of quality problems

(preventive actions).

Control non-conforming products until corrective action has been taken.

Set quality goals and objectives for Company and develop plans to meet

those goals and objectives.

Report to Senior Management on all quality related issues.




5.7.1.1 The Quality Assurance Team consists of a team leader and two quality

inspectors, who are responsible for the quality systems, but implementation of

these systems and quality in general is the responsibility of each departmental

managers, supervisor and employees, under the watchful eye of the MD.

5.7.2 The Quality Control (QC) Team are responsible for the complete material supply-

chain. They inspect and test products at all stages of the manufacturing process, from

raw materials to finished goods, packaging and delivery. The Quality Control Manager

has responsibility for product release against predetermined specifications.

5.7.2.1 Due to the diverse and highly technical nature of our products and machinery,

QC functions are distributed throughout the Company to ensure that testing,

gauging and inspections are done expertly, with full training continuously

employed.

5.7.2.2 The Quality Control team consists of a team leader and three quality inspectors,

all reporting to the Quality Manager, who is responsible for all aspects of

quality within the factory facilities. The quality control system includes:

a) Receiving

b) Identifying, stocking and issuing parts and material

c) All manufacturing processes

d) Packaging, wrapping and storage

e) Distribution and delivery of furniture products

5.7.2.3 The quality system is designed to safeguard customer satisfaction through

quality control of:

Products made and services performed here, and

Materials and services provided by our partners, suppliers and

contractors (vendors) at their facilities.

5.7.2.4 The quality control system will spot problems early on in the assembly process,

so we can correct them before faulty products are produced in great quantity.





5.7.2.5 Written inspection and test procedures will be prepared to supplement drawings

and other specifications, as necessary.

5.7.2.6 The charts below describe the organizational and functional structure of the

Company. While the structure and organization of the Quality function varies

between the two quality divisions of our Systems, their goals are similar in

nature.




5.7.3 The table below is part of the many tools, templates and forms used to identify the

quality-related responsibilities of the project teams, and lists specific task-related quality

responsibilities, including responsibility for specific acceptance tests and project audits.

Quality Team Role QA Responsibilities QC Responsibilities

5.7.4 Management Review & Quality Audits

Three month periodic audits and reviews assure adherence to our quality systems in

accordance to ISO 9001:2008 standards. Internal Quality System audits are performed

by the Quality Assurance/Control staff and by other trained personnel under the

guidance of the Quality Manager (section 4.6.2.6). Results of audits are reported to

senior management, the Managing Director and CEO. It is the responsibility of quality

Quality Control

Supervisor

Quality

Inspector Quality

Inspector Quality

Inspector

Quality

Inspector

Quality Assurance

Supervisor

ISO Representative

Quality Supervisor

Quality Manager





management to develop corrective actions, correct deficiencies and to record evidence

of correction. Management review of the suitability and effectiveness of the Quality

System will take place at least twice per year. During the management meetings actions

are allocated and minute are taken, in order to record the development of the Company's

management system.

5.7.4.1 Vendor audits and reviews are performed by Quality Assurance/Control staff

on a needed basis.

5.7.4.2 Other Quality System effectiveness checks are made by department managers

and senior management, through periodic review of product complaints, non-

conforming material tracking/trending and material review board meeting

minutes.

5.7.4.3 To ensure that the Quality System is effective and relevant, it shall be reviewed

annually by the Senior Management Team, the Managing Director and Quality

Manager, the Regulatory Affairs Specialist and other managers, as appropriate.

5.7.4.4 The agenda for the meeting will be written by Quality Assurance based upon

audit results and other outstanding issues related to Quality Systems and

product quality.

5.7.4.5 Minutes from the meetings shall be distributed to those present at the meeting

as well as any designated attendees that are absent from the meeting.

5.7.4.6 A copy of the agenda and meeting minutes will be maintained on file in Quality

Assurance and also filed in the document control system.

5.7.4.7 The objectives of management reviews are as follows:

a) To establish that the Quality (Management) System is achieving the

expected results and meeting the Company's requirements, continuing to

conform to the Standard, continuing to satisfy the customer’s needs and

expectations, and functioning in accordance with the established Operating

Procedures.

b) To expose irregularities or defects in the System, identify weaknesses and

evaluate possible improvements.

c) To review the effectiveness of previous corrective actions, and to review

the adequacy and suitability of the management system for current and

future operations of the Company.

d) To review any complaints received, identify the cause and recommend

corrective action if required.








e) To review the finding of internal/ external audits and identify any areas of

recurring problems or potential improvements.

f) To review the reports of nonconforming items and trend information to

identify possible improvements.

5.7.4.8 Internal audits of the Quality System are undertaken at least once per annum to

confirm that the function concerned is adhering to the Company’s Procedures.




5.7.4.9 A comprehensive Audit Programme shall be compiled in advance however,

should particular needs be identified, and the frequency of audit may be

increased at the discretion of the Quality Manager.

5.7.4.10 Audits are undertaken by auditors who are trained in auditing and not directly

responsible for the functions being audited within that Company. Non-

conformance observed is brought to the attention of the person responsible, and

is recorded, documented and subject to timely corrective action to ensure full

rectification.

5.7.5 A simplistic method for recorded project audits is illustrated below. The table is used to

identify quality audits, reviews that will be performed, the planned schedule, and how

the results of these audits and reviews will be quantified - factored into project planning

and implementation, as displayed below.

Quality Audit Review

(projects)

Planned Date

Quality Review Auditor

Comments

5.8 Responsibilities

5.8.1 The Quality Manager and his team of inspectors will reports directly to the managing

director or Business Development Manager, and ensure that all systems are in

accordance to ISO 9001: 2008 standards.

5.8.2 The quality management representative shall oversee the instructions, scheduling and

guidance in accordance with the IOS 9001: 2008 and company policy standards.





5.8.3 The quality management representative is responsible for reporting quality related issues

and trends affecting customer performance, as well as internal quality affairs to the MD

and BDM, in accordance with the ISO 9001: 2008 standards.

5.8.4 The Quality Manager will ensure that the processes needed for the quality management

system are established, implemented, and maintained. Making sure inspectors make

unbiased decisions to accept or reject items.

5.8.5 Records of the management reviews shall be maintained in the computer database

document control system.

QUALITY CONTROL INSPECTION REPORT

Project Ref: Project Name: Date:

Prepared by: Dr Andrew Kimmance Contractor: Sheet No:

ID Quality Control Activity Check List (factory and site conditions) Yes No

1 Correct structure (make-up) of timber door and frame (check scope of works or specifications)

2 Correct measurements of door (see specifications on shop plan)

3 Correct measurements of frame (see specifications on shop plan)

4 Correct veneer (see specifications on shop plan)

5 Correct colour coating (see specifications on shop plan)

6 Correct fire rating - 1 or 2 hour (see specifications on shop plan)

7 Correct fire or acoustic strip (see specifications on shop drawing plan)

8 Correct hardware (handle, hinge, screws)

9 Correct hinge recess (3) and positions flush with (door and frame)

10 Drill correct hinge (3) positions on door (4 holes) check hinge fits

11 Drill correct hinge (3) positions on frame (4 holes) check hinge fits

12 Fix correct hinge screws (12) straight (2 No on each hinge for support only)

13 Factory Check: Correct head or top clearance (3mm as guidance)

14 Factory check: Correct side clearance (3mm as guidance see specifications)

15 Factory Check: Correct bottom clearance (5 mm max as guidance)

16 Is the finished door of good quality, if not inform manager

17 Door closure is hung straight with the correct clearance all around

18 Has the complete system been checked upright in factory (fit for purpose)

19 Correct ironmongery for the door system/set

20 Correct packaging, labels and stored on a level surface upright or correctly

21 Full product information file (drawings, specifications, materials, process)

22 Correct door system/set for the right Project (check tag on items)

23 Are doors loaded correctly/safely in delivery trucks protected & not damaged

Quality Inspection Check has been undertaken satisfactory in factory

23 Have you reported to the site office (signed in)

24 Has door system been checked or inspected before installation (any defects)

25 Are the walls satisfactory for installation of door frame

26 Is the site door opening correct size (check on drawing plan or schedule)

27 Is the installation location and area clean from debris

28 Door system is installed straight with the correct clearance all around





29 Is all the hardware correct and working in accordance with specifications

30 Has the site manager inspected the door (any remedial comments if any)

31 Have you taken a picture of the finished item

32 Have you thanked the site manager and asked for a written receipt

Has Quality Check been undertaken satisfactory on-site:

Remedial Action: Passed:

Name of Inspector/Auditor: Date of Inspection/Audit:

Contractor Ref: Signature:

Managers Name: Position:




5.8.6 The Quality Control/Assurance team responsibilities include the following:

5.8.6.1 Planning how to meet customers’ quality and tolerance requirements.

5.8.6.2 Reviewing customer drawings and specifications.

5.8.6.3 Determining inspection points.

5.8.6.4 Writing inspection and test instruction.

5.8.6.5 Establishing (and making sure employees follow) the most effective and

efficient quality control/assurance procedures possible.

5.8.6.6 Keeping adequate quality control/assurance records.

5.8.6.7 Reviewing quality control/assurance records and overseeing follow-up for

correction and prevention of defects, assuring that our supplier’s quality control

and follow-up meets our standards.

5.8.6.8 Inspecting all special and standard gauges, test equipment and tooling used to

manufacture products when we acquire them and calibrating them on a

regularly scheduled basis.

5.8.6.9 Coordinating in-plant correction of items rejected by customers, explaining to

customers what resolution action will be taken and evaluating the actions for

effectiveness. The table below is one of several forms/templates used to list

quality-related issues and resolutions resulting from quality audits and reviews.

Quality Review Date

Activity Reviewed Issue Resolution





5.9 Quality Planning & Review

5.9.1 Our overall quality goal is to achieve our quality policy, and maintain the integrity and

continually improve the QMS, in accordance with ISO 9001:2008. Additionally, we

establish both corporate level and operational level improvement objectives that are

measurable and achievable within a defined time period. Corporate level improvement

objectives, derived from our Business Development Strategy (BDS) and customer

goals/targets when appropriate, are documented on a Continual Improvement Form, and

reviewed for achievement during management reviews.




5.9.2 All managers of key QMS processes monitor, review and measure performance of

processes within their area(s) of responsibility and, where appropriate, establish

measurable operational level improvement objectives consistent with our quality policy

and corporate level improvement objectives.

5.9.3 The company is currently in the development of establishing that all significant

functions and levels within the organization have clear, measurable quality objectives

which are consistent with the quality policy and product requirements. Top management

(both commercial and operational) will have the responsibility for determining these

objectives.

5.9.4 Adequate resources are available and input/output is planned in a controlled manner; as

is required, by its quality management system, being attentive to the process and the

need for continual improvement.

6 RESOURCE MANAGEMENT

6.1 Provision of Resources

The company has ensured that the necessary resources needed to implement and

improve the quality management system in order to address customer satisfaction are

available. This includes input from the MD and all responsible managers to safeguard

that appropriate resources, including trained employees and appropriate equipment,

facilities, support services and work environment needed to implement, manage and

improve an effective QMS efficiently and enhance customer satisfaction, are identified

and provided through our budgeting and other business management processes

including but not limited to:

a) People and resource planning

b) Facilities Plant, Facility, Equipment, Tools and other Infrastructure Planning

c) Work Environment and Safety Planning

d) Product Quality Planning

e) Planning of Customer-related Processes





f) Product Design and Development Planning

g) Planning of Purchased Product (Materials, Services and Vendors)

h) Production and Service Provision Planning

i) Measurement Systems Planning, Analysis and Improvement Planning

j) Continual Improvement Planning




6.2 Human Resources

6.2.1 It is our policy to hire only qualified personnel and to assure that they are trained in all

aspects of their jobs. Copies of job descriptions, job applications, resumes and annual

performance reviews are kept on file in the Human Resources Department.

6.2.2 EXPERTXX believe that our employees are our most valuable resource and we do our

best to help them achieve their full potential through continual education and training.

6.2.3 Where personnel are assigned quality responsibilities, the company has ensured that

they are competent on the basis of applicable education, training, skills and experience.

6.2.4 The company has identified the training needs for quality related activities and provides

training to satisfy these needs. Performance is evaluated and appropriate training records

are maintained.

6.3 Facilities

6.3.1 Suitable equipped workplaces with appropriate hardware and software with supporting

services are provided.

6.3.2 The Operations and Facility Manager has overall responsibility for planning, providing and

maintaining the resources needed to achieve product conformance, including buildings,

workspace and associated utilities; process equipment (hardware and software); and

supporting services (such as internal transportation and material handling systems and

communications systems).

6.3.3 The Maintenance, Store and Plant Managers has overall responsibility, under the

umbrella of the Operations Manager, for managing our Facilities and Equipment

Maintenance programs, in accordance with our company procedures including:

Facilities management, maintenance and repair

Housekeeping/custodial services management

Process equipment management, maintenance and repair

Production tooling management, and





Transportation and material handling equipment management, maintenance

and repair.

6.4 Work Environment

6.4.1 All aspects of the human and physical factors of the working environment that effect

conformity of product or service have been identified and are managed.

6.4.2 We provide employee benefits, job and schedule flexibility, interesting work, and

involvement of our employees in an empowered environment of continual improvement.




6.4.3 We engender total participation by involving employees in internal audit and

improvement activities.

6.4.4 The Safety Manager (SM) has overall responsibility for identifying, implementing and

maintaining safety and environmental management systems, processes and controls

needed to ensure product conformance and meet customer, statutory or regulatory

requirements; (reference applicable Safety and/or Environmental Management

documents).

6.4.5 The Human Resource Manager HRM has overall responsibility for identifying,

implementing and maintaining effective employee benefit and workforce involvement

programs.

6.4.6 We monitor and improve workplace safety, health, and ergonomics through adherence

to good manufacturing practices, and through safety team meetings and training.

6.5 Resource Infrastructure

6.5.1 General

EXPERTXX infrastructure determines and provides the resources needed to support the

efforts of the company departments through the provision and maintenance of resources,

as appropriate. The infrastructure functions act as internal suppliers to the businesses. A

brief description of the company infrastructure elements includes the following:

6.5.2 Financial Management & Reporting

Financial accounting and reporting processes used to control and manage the enterprise

and to support financial decision-making.

6.5.3 Human Resources Management

To plan and manage human resource aspects of the organization including:

organizational design, employee development, benefit administration, employee

data/information retention, payroll processing, health and safety monitoring, labour

union management, and employee separation support. EXPERTXX has established a





fundamental “Workforce Planning (WFP) Tool, with the intention of ensuring that the

right people with the right skills are in the right place at the right time”.

WFP is essentially a methodical process that provides managers with a framework for

making human resource decisions based on the organization’s mission, strategic plan,

budgetary resources, and a set of desired workforce competencies. EXPERTXX

considers that planning for human resource needs is one of the greatest challenges

facing managers and leaders. In order to meet this challenge, a uniform process that

provides a disciplined approach for matching human resources with the anticipated

needs of the factory management is essential.




WFP is an essential planning tool, critical to quality performance that will contribute to

the achievement of program objectives by providing a basis for justifying budget

allocation and workload staffing levels.

6.5.4 Information Technology

The IT Department manage the IT resources of the organization by formulating an

organizational IT strategy based on organizational needs and current technologies,

managing and executing IT projects, maintaining systems, managing the IT operating

environment, supporting enhancements to IT, supporting and training all company users.

6.5.5 Plant, Equipment, Tools & Facilities Management

Manage the physical asset environment of the organization including plants, equipment

and facilities. Establish a strategy for employing physical assets, acquire assets as

necessary, monitor usage of physical assets, and perform preventive and corrective

maintenance as required.

6.5.6 Administrative Support Services Management

These infrastructure sub-processes are classified as the support functions of the

organization, and are implemented to help the company deal with managing

administrative functions, legal services, corporate communications, security, and risk

management (e.g., cafeteria, mail, reception, security, environmental health and safety).

6.5.7 Quality/Business Management

This includes all activities of the overall management function that determine and

implement the quality policy, objectives and responsibilities based on a closed-loop

corrective action process with continual improvement.

6.5.8 Marketing Management

The marketing manager plans, directs, and coordinates the marketing of the

organization’s products and/or services by performing the various tasks personally or

through subordinate supervisors. The marketing management team, under the umbrella





of the Business Development Manager, have overall responsibility to ensure that

product designs are based on an understanding of markets and customer needs and to

ensure that the right product reaches EXPERTXX customers, through the sales

channels.

The marketing elements of the Quality Management System are the responsibility of the

business development manager. These include competitor analysis (e.g., swot, parts, and

pest), identifying customers, identifying market opportunities, and developing the

following strategies:

6.5.8.1 Pricing,




6.5.8.2 Market access advertising,

6.5.8.3 Public relations,

6.5.8.4 Physical distribution channel,

6.5.8.5 Sales force,

6.5.8.6 Customer service strategy, and

6.5.8.7 Website design and implementation

6.5.9 Sales Management

The purpose of the sales function is to grow orders for the Company within a given cost

envelope. The function applies EXPERTXX’s capabilities in test and measurement to

help our customers improve their business results while maximizing orders for the

company.

The sales management team will maximise the sales of a company's goods or services in

many different settings. Their role helps to ensure the commercial success of a diverse

range of companies in local and overseas markets. This will involve working with high

profile brands and products. They will also be involved with identifying new markets

and business opportunities.

EXPERTXX currently have two sales processes, one for internal issues and the other for

external sales functions. Both teams are responsible for increasing and developing sales

in areas assigned to them, including: developing proposals, consumer durables e.g.,

doors, windows, and kitchen furniture, bedroom furniture, living room sets/chairs/dining

tables/office furniture and bookshelves.

Working together across functions in the field and factory, EXPERTXX creates

solutions specifically tailored to achieve maximum customer satisfaction. The sales

elements of the Quality System are the responsibility of the Commercial Sales Teams,

and include:





6.5.9.1 Sales planning activities,

6.5.9.2 Direct sales and order generation,

6.5.9.3 Management of intermediates,

6.5.9.4 Evaluation of sales force and sales support activities.

6.5.9.5 Internet Website and call centre design and implementation.

7. PRODUCT REALIZATION

7.1 Planning of Realization Process

7.1.1 The production process for EXPERTXX products and services is planned and

documented as defined in the Quality Management System. Our QMS identifies, plans

for and documents our product and service realization processes to ensure consistency

with all applicable requirements, including customer requirements and related quality

objectives, and requirements for specific products and services, including any or all

applicable statutory legal requirements.

7.1.2 The outputs of product planning and service realization include the specific methods,

facilities, and equipment, people, materials and support services needed to achieve all

desired results for a particular product, service, or contract. Essentially, the outputs of

the quality planning process applicable to all products and services are the work

instructions and other data in schedules, client specifications, scope of works, or located

in work areas where needed.

7.1.3 When requirements are not adequately addressed in the standard project documentation,

data, or as required by the customer, the Quality Manager will has overall responsibility

for developing and implementing a quality control plan to address additional

requirements or controls needed to verify work for the specific process, product or

contract in question.

7.1.4 As a guideline, the plans and processes that are created for developing and maintaining

products include the following items:

7.1.4.1 Quality Objectives

7.1.4.2 Product or Service Requirements

7.1.4.3 Process Documentation

7.1.4.4 Operation Procedures

7.1.4.5 Product or Service Verification and Validations








7.1.4.6 Monitoring Product and Process

7.1.4.7 Inspection and Testing

7.1.4.8 Product or Service Acceptance

7.1.4.9 Product or Service Reliability Requirements

7.1.4.10 Necessary records to provide evidence that product and process meet

established requirements

7.1.5 The product lifecycle process for each product includes provisions for product and

quality signoffs prior to shipment or delivery release.

Specific checkpoints are in place throughout the lifecycle to ensure a managed product

development process that delivers market-timed, competitive products reflecting a

creative understanding of user needs.

7.1.6 The provisions are intended to ensure that EXPERTXX only deliver products that

comply with applicable legal and regulatory requirements, and customer expectations.

The requirements associated with the product signoff provisions are managed by each of

the quality control team leaders.

7.2 Customer Related Processes

Achieving our quality policy “to meet or exceed customer requirements” requires that we

determine, understand, and consistently meet or exceed our customers’ requirements and

expectations, and that we establish effective communication systems with our customers

with regards to product information, inquiries, contract or order handling and related

changes, and customer feedback, including complaints.

7.2.1 Determination of Requirements Related to the Product

7.2.1.1 Sales personnel generate quotes/bids and negotiate final contracts/orders;

Customer Service personnel receive customer orders for standard catalogue

items or for items included previously bid or negotiated.

7.2.1.2 Requirements for most major customers are identified in contracts documented

(schedules requirements, scope of work SOW) and reviewed continuously. In

other cases, a customer order constitutes a contract, and we ensure that the

client’s requirements are clearly identified and confirmed prior to acceptance.

7.2.1.3 All applicable government, safety, risk and environmental regulations applied

to the acquisition, storage, handling, recycling, elimination or disposal of

materials are defined in manufacturing method statements and risk assessment.

7.2.2 Review of Requirements Related to the Product








7.2.2.1 EXPERTXX pays particular attention to reviewing our customer’s/clients

requirements, so as to determine any additional requirements for each contract

or order. Where no customer requirements are documented, details are

confirmed before acceptance.

7.2.2.2 Manufacturing feasibility of proposed (new or changed) products is

investigated, confirmed and documented prior to making a commitment to

supply.

7.2.2.3 Any changes to contracts or quotations are resolved before proceeding, and the

company’s ability to meet the defined requirements is confirmed.

7.2.2.4 Records of the review and actions resulting from the review are maintained.

7.2.2.5 Where product requirements are changed, we ensure relevant documents are

amended and relevant personnel are made aware of the changed requirements.

7.2.3 Customer Communication

7.2.3.1 Our customers are kept informed at all times, with respect to product

information, inquiries, order changes or amendments and progress on customer

complaints.

7.2.3.2 Customers/Clients will be provided information from the following ‘key’

customer contact personnel: Managing Director, Business Development

Manager, Marketing Manager, Buyer, Operations Manager, Sales Manager,

and Design Manager.

7.2.3.3 EXPERTXX determines and implements effective arrangements for

communicating with their customers with respect to the following:

Product or Service Provided Information,

Product inquiries, contacts, order handling, and amendments;

Customer feedback;

Documented evidence include:

a) Full range of product catalogues

b) Company Internet Website

c) Customer prequalification

d) EXPERTXX showroom








e) Order confirmation and contact database

f) Customer visit reports & complaints

7.3 Design & Development

Design and development processes are employed at EXPERTXX to transform customer

requirements into specifications, products, processes or systems.

The Design Manager, Operations Manager, Plant and Business Development Manager

maintain a list of products and services for which EXPERTXX has design

responsibility; that is, the authority to establish a new, or change an existing, product

specification. This responsibility includes testing and verification of design performance

within customer specified applications.

The above Managers have overall responsibility for managing product design and

development activities in accordance with the QMS, and serves as the overall Product

Design Team Leaders (as referenced throughout this section). The Operations and Plant

Manager with assistance from the Quality Manager have overall responsibility for

managing manufacturing process design and development activities in accordance with

company quality policies, regulations, specifications, standards and customer specific

requirements.

7.3.1 Design Planning

The design quality program and its supporting control processes consist of several steps,

involving:

a) Planning the design work.

b) Preparing design documents.

c) Checking and reviewing the documents.

d) Making revisions.

e) Auditing and Certifying.

f) Releasing documents for production.

EXPERTXX has different Design/Development Controls for different types of products.

In general, they cover the following points.

7.3.1.1 Approval of the design goals (Design Input)

7.3.1.2 Review of feasibility studies (Design Review)

7.3.1.3 Approval of the product description (Design Output)








7.3.1.4 Review of process development and preparation of manufacturing documents

(Design Verification Review)

7.3.1.5 Review and approval of product validation (Final Design Review/Data

Review)

7.3.1.6 Transfer to manufacturing for assembly

7.3.2 Design Control

All design activities are strictly controlled to ensure that the design output data complies

with all design input data; that is, customers and contract requirements. Design activities

are planned and executed by the operational design team and design specialists, and are

generally subject to regular management, review and verification by the Operations and

Technical (Design) Manager, and where relevant, agreement with the Customer.

The design input and output items are documented, and where ambiguity exists, will be

clarified and documented. All items of design documentation and notes are recorded in a

design project file. Design output documentation is produced and reviewed to ensure

that it:

7.3.2.1 Meets the design input,

7.3.2.2 References the design input or appropriate criteria,

7.3.2.3 Identifies all of the characteristics which are critical to the safe and effective

operation of the system(s),

7.3.2.4 Design output is reviewed and approved by senior management (operations,

design, development), and is also provided to the Customer for approval prior

to use,

7.3.2.5 Validation of the design is achieved during commissioning of the system to

confirm compliance to the customer’s requirements,

7.3.2.6 The design team is required to specify any inspections or tests which may

verify the design, by practical means, at the earliest possible stage of

development,

7.3.2.7 All changes to the design criteria, input or output are subject to strict review

and documentation control procedures.

7.3.3 Document and Change Control

To assure consistent quality, EXPERTXX uses written, approved procedures for all

operations. The Document Control and Quality Management/Assurance department or

their designee(s) are responsible for controlling the issue, distribution, revision and

archiving of these procedures.








All documentation employed within the Company, whether it is related to the

management system itself, or to the execution of individual customer contracts is

controlled to ensure that it is issued to the appropriate personnel, under the correct level

of authority, is revised and reissued as necessary, and all obsolete versions are removed

from the point of use.

Representative documents that must be controlled include:

a) Scope of Works SOW, Specifications, Schedules, Plans and Drawings,

b) Quality Assurance/Control Manual and Standard Operating Procedures,

c) National and International Standards (ISO), and Codes of Practice,

d) Internal Audit Reports,




e) Manufacturing Procedures,

f) Testing and Inspection Procedures,

g) Calibration and Maintenance Records,

h) Device History Records,

i) Design Control Records,

j) Material Purchasing and Order Forms

k) Essential Requirements and Technical Document Indexes

7.3.3.1 The Quality Assurance Manual, Procedures and Quality Plans are maintained

by the Quality Manager who ensures that the appropriate items, at the correct

revision levels, are issued to all who need them within the Company.

7.3.3.2 National & International Standards, Codes of Practice are maintained by the

Technical/Plant and Maintenance Engineers/Managers who ensure that

appropriate documents are available within the Company, and are also issued at

the correct revision levels.

7.3.3.3 External suppliers of documentation shall be contacted regularly to ascertain

that the documents held remain current.

7.3.3.4 The distribution of standard documents is controlled and recorded on

Distribution Lists, which also show the current issue status. The Distribution

Lists are reviewed and updated as changes occur.

7.3.3.5 All changes to documents are reviewed and approved by the person responsible

for the original issue and, where appropriate, the nature of the change is





indicated on the document. Master copies of the revised documents are retained

as records of the changes and renewed as necessary to ensure clarity.

7.3.3.6 EXPERTXX uses a formal Document Change Request (DCR) procedure for

creating new documents and revising existing documents. It involves review

and approval by multiple departments generally including a technical

department, the affected department and the Quality Assurance department.

7.3.3.7 Each contract has an individual File and/or Project Code ID, which contains all

relevant information. Information is also held on the Company’s computer

document system for ease of access and manipulation.




7.4 Drawing and Specification Procedure

7.4.1 EXPERTXX have a technical design department where we manufacture to shop

drawings and specifications, and also an interior design department where we create and

produce our own designs, in accordance to standard and customer requirements.

7.4.2 These are undertaken, designed and filed in the Technical Design or the Interior Design

departments.

7.4.3 Individual Engineering or Interior Design is responsible for maintaining their own

drawings and specification.

7.4.4 The operational/technical or sales departments receives drawing/engineering changes

from our customers, and are responsible for sending these changes to the appropriate

design department immediately.

7.4.5 Technical or interior design are responsible for issuing their latest changes, drawings

and specifications to departments that need them and for voiding out dated changes,

drawings and specifications.

7.4.6 A standard procedure is established to control changes by effective date.

7.5 Purchasing

EXPERTXX work in partnership with several suppliers to ensure that purchased

products and services meet all applicable requirements. The processes applicable to the

planning, acquisition and verification of all products and services that affect customer

requirements (such as sub-assembly, sequencing, sorting, and rework and calibration

services) are defined below, in accordance with our policies and the new ISO 9001:

2008 standards. Other suppliers are generally selected against a defined set of criteria





and are subject to planned review and evaluation. Results of evaluations and follow up

actions shall be recorded by the purchasing administrator and quality control personnel.

7.5.1 Purchasing Process

Consistent quality of timber raw materials and contracted services is a key part of our

quality system. The type and extent of control applied to our suppliers and purchased

product is dependent upon the effect on subsequent realization processes and their

output, as well as consideration of other characteristics including: the type of product;

the potential impact of the product on our processes, products, or services; the results of

supplier evaluations; and past performance with references and method statement. In

general, purchasing control covers the following areas:

7.5.1.1 Specifications: Requirements for raw materials or hardware products are stated

in written specifications available to all personnel undertaking purchasing and

receiving activities.




Where specified (by contractor or contract, customer engineering drawing, or

specification) we purchase products, materials or services from customer-

approved sources.

7.5.1.2 Vendor Control: Qualified vendors and brand names are itemized on each raw

material or hardware specification. Vendor performance is tracked and Vendors

who do not perform to our standards shall be disqualified and replaced.

7.5.1.3 Verification Process: All materials used in the manufacture of our furniture

products are verified against the purchase order (see appendix). Purchased

products are verified to ensure conformity to specified purchase requirement

and applicable regulatory requirements. Purchasing interacts with suppliers

regarding nonconforming or damaged materials.

7.5.1.4 Purchasing Control: The purchase order includes our part number and a

request for a Certificate of Analysis and Method Statement where appropriate.

7.5.1.5 Contract and Supply Agreements: Purchasing and Sales personnel, under the

umbrella of the Business Development Manager, are responsible for assuring

customer contracts and supply agreements are in place when required. All

customer contracts and supply agreements will be managed by the Corporate

Legal Department.

7.5.2 Purchase Order Control

7.5.2.1 All of our purchase orders to suppliers must be approved by the Managing

Director and Business Development Manager or an authorized manager.

7.5.2.2 When the purchase order is released, our buyer will send our supplier all

required drawings, specifications and other customer requirements (such as





material or process certifications, physical or chemical analysis source

inspection) with the purchase order, as listed in the appendix form section.

7.5.2.3 If there is a drawing or specification change after our order is placed with the

supplier, our buyer will send the supplier a purchase order change, including

our latest design change and the latest drawings or other specifications.

7.5.2.4 Copies of all purchase orders will be kept on file for our customers to review.

7.5.3 Purchase Information

The Material Purchasing Personnel will ensure the adequacy of specified purchase

requirements prior to communication to the supplier. Purchasing information

communicated to our suppliers contains the appropriate data needed to fully describe

requirements for purchased materials and services; including, where appropriate:

a) The type, class, grade, style, quality code, or other precise identification,




b) The title, document number or revision level of all relevant technical

information or standards of the quality system,

c) Requirements for approval or qualification of products,

d) Procedures, Processes, Systems, and Equipment;

e) Qualification of personnel; and

f) Quality management system requirements.

7.5.4 Verification of Purchased Resource & Product

7.5.4.1 The quality management team has overall responsibility for ensuring the

quality of purchased products using one or more of the following methods:

7.5.4.1.1 Receipt audit forms and/or evaluation of statistical data;

7.5.4.1.2 Receiving inspection and/or testing (such as sampling based on

performance audits or checklists);

7.5.4.1.3 Second or third party audits of supplier sites/projects (coupled with

records of acceptable delivered product quality);

7.5.4.1.4 Part evaluation by a designated laboratory or inspection centre;

7.5.4.1.5 Any other method agreed with the customer.

7.5.5 Customer and Client Communications





7.5.5.1 All Technical Operations and Business Departments will determine and

implement effective arrangements for communicating with customers and

monitors information relating to customer perception, as to whether the

organization has met customer requirements.

7.5.5.2 It is the responsibility of all department team leaders to determine the methods

for obtaining and using this information most effectively.

7.5.5.3 Corporate business teams (marketing, advertising and sales) will maintain

customer feedback systems to obtain customer input and track resolution of

customer issues, using systems such as out-of-box defects (OBD) or defects on

arrival to track defects in customer orders.

7.5.5.4 In addition to the business team efforts, our company is in the process of

centralising a system called EXPERTXX Customer Satisfaction Protocol

(WCSP). The protocol will be implemented as a customer satisfaction

measurement and improvement program, which when finalised, will be

consistent across all company productions, regions and touch-points.




7.5.5.5 It is the responsibility of individual department team leaders to work with the

WCSP program, so as to develop and implement surveys and utilize results to

identify and implement improvement opportunities.

7.5.5.6 Training will be available for all personnel.

7.6 Production and Service Operation

7.6.1 Production and services are controlled through product specifications and work

instructions. Suitable equipment is used and properly maintained with the use of

specified measuring and monitoring devices (moisture meter) and activities. Release and

post-delivery, and delivery processes are defined.

7.6.2 Where appropriate, EXPERTXX identifies the product throughout the production and

service activities and identifies its status with respect to measuring and monitoring

activity. Where traceability is required, the unique identification of the product is

controlled and recorded.

7.6.3 Where customer property for inclusion in the product comes within the company

control, it is identified, verified, maintained and protected with details of adverse

condition reported to the customer.

7.6.4 The company preserves the conformity of the product or service from receipt of order to

delivery.

7.6.5 Where verification of product or service cannot be ensured during the process by

measuring and monitoring, control is exercised by qualification of the process,





equipment and personnel through defined methods procedures and records and re-

validation if required.

7.7 Identification and Traceability

7.7.1 The quality management team and material inspector has overall responsibility for

establishing and maintaining product identification throughout all stages of design,

production, installation and delivery in accordance with procedures defined in the audit

form.

7.7.2 Where product traceability is a customer-specified requirement, appropriate controls and

records are established and maintained.

7.7.3 The ability to trace a batch or lot of products back to the source of raw materials used in

its manufacture, and to trace any lot of raw material or hardware to the product it

became part of is an essential feature of our Quality System.

7.7.4 A part number and lot number (or receiving number) control all materials used to

manufacture products.




7.7.4.1 This shall provide complete traceability from receipt of raw materials through

final delivery to the customer.

7.7.4.2 Document Control personnel shall be responsible for assigning part numbers

to all EXPERTXX inspection templates.

7.7.5 Preservation of Product

The quality Assurance/Control teams have overall responsibility for establishing and

implementing a material management system to ensure product conformity is preserved

during internal processing and delivery to the intended destination.

This system includes the handling, storage, packaging, delivery, and protection of final

product as well as raw materials and in-process constituents of the final product, to

ensure:

7.7.5.1 Components and products are handled and stored in a manner that prevents

damage or deterioration pending use or delivery.

7.7.5.2 Each department shall ensure that controls are implemented to prevent mixing

conforming and non-conforming materials.

7.7.5.3 Packing ensures quantified and/or original manufacturing packaging is utilized.

7.7.5.4 All components and products are suitably packed to prevent deterioration or

damage during storage and delivery.





7.8 Control of Monitoring and Measuring Devices

EXPERTXX designs quality into all their products. Zones of the manufacturing process

that require quality control are identified before and during the development of all

products and the effects of variables and appropriate limits are established. Measuring

and monitoring devices are identified throughout the company where quality is affected

and the equipment used is controlled to appropriate company standards for consistency.

The devices are protected against random adjustments, damage and deterioration and the

results of calibrations are recorded. Process Control is accomplished through planning,

written procedures, inspection, calibration, training, supervisory oversight and employee

awareness. Changes to the manufacturing process, if required, are controlled, quantified

and validated using the following methods:

7.8.1 Written procedures provide bills of materials, measurements and instructions for

production, equipment required, working environment, filling and labelling instructions,

record sheets, expiration dating, in-process testing, and acceptance criteria.

7.8.2 Monitoring of product manufacture is accomplished through the use of Batch Records

(Device History Records) containing the current revisions of the documents required for

the manufacture of a furniture product.




7.8.3 Plant, Maintenance, Production and Document Control assembles batch records for

component manufacturing. Other manufacturing and Quality Control departments print

official copies of their documents from Master Control.

7.8.4 The operations and/or the plant manager assemble the batch records. Quality Control

verifies compliance through review and approval of completed batch records prior to

final product release. The Specification Deviation Procedure handles deviations from

the written procedures.

7.8.5 All new inspection, measuring and test equipment is inspected and validated, when

appropriate, against manufacturer’s specifications and identified with a permanent

preventive maintenance number. Equipment is calibrated on a regular schedule.

Improperly maintained or calibrated equipment will not be used.

7.8.6 Records of calibration and maintenance are maintained by the Facilities & Maintenance

Department. Quality Assurance audits equipment periodically, to ensure that calibration

is proceeding according to schedule.

7.8.7 Manufacturing Supervisors and Operations lead personnel contributes to quality through

training employees, assisting employees with new or specialized processes, interpreting

instructions for and communicating process changes to employees.

8. MEASUREMENT, ANALYSIS AND IMPROVEMENT

8.1 General Introduction





The requirement for measurement and monitoring devices has been determined and the

method of use. The following sections describe how EXPERTXX, as an emerging

Company define, plan, and implement the monitoring, measurement, analysis and

improvement activities needed to assure product and Quality Management System

conformity, and also achieve continual QMS improvement, using various acceptance

activities, inspections and devises. These including the following activities:

a) Assessment of customer satisfaction,

b) Conducting internal audits/inspections

c) Process monitoring and measurement using capability studies, and

d) Product monitoring and measurement.

The Quality Management team are responsible for ensuring that statistical tools used to

monitor QMS processes are identified during quality planning and included control

plans, as applicable. Statistical techniques for on-going process control and

improvement are established and any applicable customer or industry requirements or

guidance documents. MANUAL TITLE: QUALITY MANAGEMENT SYSTEM Doc Ref: QMS-01 DOCUMENT TITLE Business Quality Manual



Employees utilizing statistical tools to manage, verify or perform work will attend a

Basic Statistics course containing an overview on basic concepts such as variation,

control (stability) process capability; over-adjustments will be understood and utilized

throughout the organization.

EXPERTXX manufacture a range of quality wooden products, and also purchase an

assortment of raw materials and metal hardware/ironmongery items needed to

accomplish our finished products. In order to achieve this, acceptance inspection

activities are critical to the manufacture process of our quality products. Brief

descriptions of these activities include:

8.1.1 Incoming plant & materials are received in accordance with documented procedure(s).

8.1.2 Deliveries are inspected against the purchase order for type, quantity and external transit

damage. Additional inspection may include verification against Certificates of Analysis,

in-house material specifications or incoming testing procedures.

8.1.3 In-process inspection/testing discussed later in this section, is specified by the

manufacturing and/or Quality Control procedures. Testing may include the recording of

physical parameters such as timber moisture content and temperature of kiln drying,

actual functionality testing and/or visual inspection.

8.1.4 Final inspection and testing are completed before any product is released for sale. The

Quality Manager is responsible for signing the product release forms after the quality

control inspections are completed. All documentation is reviewed and the product is

physically inspected by quality assurance before release stickers are placed on the

product and batch record.





8.1.5 All inspections and testing shall be supported by completed documentation. Release by

exception will be documented and approved by the Senior Management Review Board.

Such approval must be documented.

8.2 Measurement and Monitoring

8.2.1 Customer Satisfaction, Services and Support

Customers are the principal reason EXPERTXX exist and drive our quality policy “to

meet or exceed customer requirements.” Customer satisfaction is meeting customers’

quality, delivery, pricing and features requirements. It is about the customer’s total

experience in interacting with The Company’s products, people, partners and agents.

Customer focus is inherent in each process of the Quality Management System such as

marketing management, sales management, service solutions, and business management

that demonstrate that customer focus. These processes are described below and

throughout this Quality Manual. The objective is to provide a ‘One Contact’ approach to

do such things as exchanging products, phone support, site installation services, system

repairs, consulting services and customer training.




Although, it is the responsibility of each team leader for implementing product lifecycle

processes that include collecting and managing customer inputs, the sales department

will has overall responsibility for identifying and reviewing customer requirements and

for monitoring and measuring customer satisfaction per procedures, summarized as

follows:

8.2.1.1 Data Collected by internet inquiries and customer contact personnel during

routine communications provide our primary basis for assessing customer

satisfaction. Sales personnel and Internet Customer Service staff shall utilize a

very simple GAP analysis procedure, in addition to a customer satisfaction

survey form (hard copy or electronic) to ascertain the customer’s overall

perception of how well we are meeting their requirements and to document any

recommendations for improvement.

8.2.1.2 Customer Complaints (whether received in writing, verbally or electronically

through our web site customer inquiry form) are immediately forwarded to

appropriate Sales or Customer Service personnel for action. If these personnel

cannot resolve the issue to the customer’s satisfaction, then the complaint is

transferred to the sales manager for assignment to another appropriate manager,

usually the MD or BDM for resolution. Customer complaints are documented

and monitored by way of resolution through our management action system.

8.2.1.3 Customer Feedback (including written or verbal complaints and information

collected from our web site’s customer feedback form) is reviewed daily by

Sales personnel and Customer Service staff, so as to initiate any improvement

or corrective/preventive actions needed.





8.2.1.4 In association with these processes, EXPERTXX has established partnerships

with several marketing and communication consultants, notably Sahalah and

Promoaction DDB, with the purpose of undertaking market research to

support the company-level customer satisfaction survey, to collect and monitor

customer satisfaction scores, as well as providing competitive market research

for commercial and new product development.

8.2.2 Internal Audits

Internal audit are conducted by our ISO quality representative at planned intervals to

determine whether our QMS conforms and is effectively implemented and maintained.

Internal audit results are critical inputs to aid in assessing the effectiveness of our QMS,

in identifying opportunities for improvement, and in promoting awareness of customer

requirements and effectiveness of the QMS to our workforce. EXPERTXX currently

conduct audits to determine conformity to:

8.2.2.1 Requirements of the ISO 900: 2008 Standards and any additional QMS

requirements that may apply (ISO 14001:2004).




8.2.2.2 Requirements established by our Quality Manual, such as the overall measure

of QMS effectiveness is the absence of repeat problems/findings, as an

indicator that our QMS was effective in eliminating the cause of such

problems.

8.2.2.3 Planned Arrangements, whereby the audit program is planned is such a way, so

as to consider status, importance, and previous audits of processes and areas.

8.2.2.4 Internal audits are conducted in accordance with a published schedule that

identifies the audit scope and frequency. The schedule is updated on the basis

of status and importance of the activity to be audited and previous audit results.

8.2.2.5 Each of our main QMS processes, with a special emphasis on our ‘core’

customer oriented processes and our product realisation processes, and will be

reviewed at least twice annually to determine effectiveness, by our Quality

Manager. The audit program shall define the following elements:

8.2.2.5.1 Criteria

8.2.2.5.2 Scope

8.2.2.5.3 Frequency

8.2.2.5.4 Methods

8.2.2.5.5 Responsibilities





8.2.2.5.6 Planning

8.2.2.5.7 Reporting results

8.2.2.5.8 Maintain results

8.2.2.6 The quality management team responsible for the audited area shall ensure that

actions are taken to eliminate deficiencies with undue delay. Follow up actions

shall include verification of the actions and reporting of the verification results.

8.2.3 Monitoring and Measurement of Processes

EXPERTXX applies suitable methods for monitoring and measuring all QMS

processes. These processes are documented, measured, controlled and evaluated to

ensure they are effective and efficient; that is, achieve desired results, and to identify

opportunities for improvement. At a minimum, managers with overall responsibility for

carrying out a QMS process, analyses process performance and take appropriate

improvement, corrective or preventive action.




8.2.3.1 Process Control

All productive work is planned and undertaken in accordance with the

company's procedures, and any specific documents agreed for individual

contracts (e.g. contract proposal specifications). Measurements are used for

managing and evaluation of daily operations and processes, and tracking on-

going continuous improvement.

Work instructions are provided by the agreed contract specification and any

documents referenced therein, alternatively work is performed in accordance

with nationally accepted codes of practice and standards, as specified in the

scope of works, client requirements and specifications. When planned results

are not met, correction and corrective action is taken, as appropriate, to ensure

conformity of the product. Examples of measurements of process performance

include process cycle and batch times, process input and output characteristics,

yield monitoring, job set-up and process capability.

8.2.3.2 Process Capability.

The operations and plant manager shall ensure process studies are performed

on all new product realization processes to verify process capability and

provide additional input for process control. Process capability study results,

where applicable, and specifications (including methods of production,

measurement and test, and maintenance instructions) are documented.

Acceptance criteria (as well as objectives for process capability, reliability,

maintainability and availability) and appropriate reaction plans are included in

control plans and/or job set-up packs.





8.2.3.3 Job Set-up

Job set ups (Section 7.6) is verified prior to commencing each new production

run and when process changes are made. It is the responsibility of the

production manager to ensure that all information with respect to production

and service projects or jobs are planned, scheduled, and carried out in

accordance with production procedures. Information inputs to the process shall

include both product characteristics and appropriate work instructions

containing specific work methods and/or other pertinent information, including

process monitoring and verification instructions and criteria developed during

product quality planning.

8.2.4 Monitoring and Measurement of Furniture, Office and Construction Products

The Quality Manager has overall responsibility for planning and implementing

inspection, and test activities needed to verify product requirements are met at

appropriate stages of the product realization process, in accordance with our planned

control arrangements.




Acceptance criteria record shall be maintained when selecting product parameters to

monitor compliance to internal and external requirements, product characteristics are

determined leading to the types of measurement, suitable measurement means, and the

required capability and inspection and/or test skills needed.

Records of inspection, including authorised personnel will be maintained. This shall

include:

a) Inspection and test reports

b) Product acceptance forms

c) Certificate of conformity

The scope of our product monitoring and measurement system includes receiving

inspection, job set up verification (product control), in-process assembly inspection,

final inspection and test, layout inspection and functional test, and special consideration

regarding monitoring and measurement of appearance items. A brief description of these

inspections follows:

8.2.4.1 Receiving Inspection & Production Control

All stores and factory areas will be maintained as secure as practical. All items

received by the Company are identified and verified in accordance with the

requirements of the Delivery Note and Purchase Order, and will be inspected

by the quality team for correct identity, quantity and for any signs of damage.

In addition, all goods received will be documented and, in the event of non-





conformance, the items will be placed in a reject area and/or labelled to ensure

reject material identification.

The extent of the non-conformance is noted and subject to disposition review

by nominated personnel. The process for receiving goods inspection will

generally include the following process elements:

8.2.4.1.1 All parts and materials will be received and logged/checked in by

the material receiving personnel.

8.2.4.1.2 All parts and materials will be sent to receiving inspection after

logging in.

8.2.4.1.3 Receiving inspection will assure the proper certification, physical

(moisture content) and chemical test data, special process

certification or source inspection certification are with the general

items to be inspected.

8.2.4.1.4 The receiving inspector (quality assurance) must document the

complete results of all inspections and tests on the correct

inspection TAG form.




8.2.4.1.5 Inspection will identify accepted lots and send them to stock

control, only raw material accepted by receiving inspection will be

released for production.

8.2.4.1.6 Rejected lots will be identified and quarantined in receiving

inspection until the buyer and production control decide on

disposition.

8.2.4.1.7 The receiving department will send a copy of each rejection report

to the purchasing and quality departments to approve for the sales

department to send to the customer’s purchasing department and

the supplier.

8.2.4.1.8 The purchasing department has the responsibility of assuring that a

pattern of continually receiving faulty items from any supplier shall

not develop, and also assuring supplier corrective action.

8.2.4.1.9 The purchasing and quality departments will follow up this action,

with the intention of verifying that a supplier who has sent

EXPERTXX items which have been reject has been notified, and

advised that we must have corrective action in the future or we will

pursue another supplier.

8.2.4.1.10 Receiving inspection instruction will be written with consideration

given to the complexity of the parts, material received and customer

requirements. Follow customer instruction (if any) for inspection.





8.2.4.1.11 Samples according to customer requirements (if any).

8.2.4.1.12 The purchasing and quality departments will review receiving

inspection records periodically to see if any suppliers are

consistently failing to meet standards.

8.2.4.1.13 All inspection records will show the number of approved items

inspected and the number of items rejected, the kind of defects and

basic causes of rejection, the date of the inspection and name of the

inspector.

8.2.4.2 In-Process Inspection

8.2.4.2.1 The quality department will make first piece inspection after set up

is completed if the process is not approved by production, and shall

keep records of all necessary first pieces and in process inspections.

8.2.4.2.2 No production runs will be made until first piece inspection is

accepted in production.

8.2.4.2.3 The inspection records will be stored in the part number folder and

will be available for customer review.

8.2.4.2.4 Tag or otherwise identify rejected items and remove them to an

area apart from the normal flow of in-process materials.

8.2.4.2.5 The quality department will follow up to prevent recurrence of

discrepant material.

8.2.4.2.6 Inspection records will list the number of pieces accepted or

rejected, the kind of defects and basic causes of rejection, date of

inspection and name of the inspector.

8.2.4.3 Assembly Inspection & Functional Testing

8.2.4.3.1 Production personnel will make assembly inspections and do

functional testing as required.

8.2.4.3.2 The quality department will check functional tests under a customer

established scope of works or sampling plan, or in the absence

thereof, a plan that fits the tolerances specified in the manufacturing

manual.

8.2.4.3.3 The inspection records will be kept in the part number folder and

will be available for customer review.








8.2.4.3.4 All faulty (discrepant) assemblies will be marked and set apart so

they cannot be accidentally used or shipped.

8.2.4.3.5 The Quality department will initiate corrective and follow-up action

to prevent recurrence of faulty production.

8.2.4.3.6 Inspection records will list, the number accepted and/or rejected,

date and name of the inspector.

8.2.4.4 Final Inspection and Testing

8.2.4.4.1 Final inspection and tests will be performed either on all or a

sample of the items. The number of items sampled will depend on

the complexity of the items and customer requirements. Inspection

will follow customer supplied procedures, when available, or

ANSI/ASQC Z1.4-1993 standards.

8.2.4.4.2 The Quality Management Department will keep all final inspection

and test records.

8.2.4.4.3 Inspection and test records will be filed in the part number folder

and will be available for customer review.

8.2.4.4.4 The Quality department will follow up to see that processes

producing faulty results are corrected and/or eliminated from any

future production.

8.2.4.4.5 All discrepant material will be marked and set apart from the

normal flow of finished material.

8.2.4.4.6 Discrepant material will not be shipped to the customer without

specific customer instructions to submit such non-conforming

material.

8.2.4.4.7 Rejected material which has been repaired, reworked or sorted must

be resubmitted to final inspection to make sure it meets

requirements.

8.2.4.4.8 Inspection records will list the number of pieces accepted or

rejected and the date and name of the inspector.

8.2.4.5 General Release

Products are not normally released for further processing or delivery until we

have objective evidence that all requirements have been met.








8.2.4.5.1 Evidence of Conformity: Test and inspection records will be

maintained for a minimum of three years, in accordance with our

new document control system. These records include final

inspection authority and identify and confirm that all critical

parameters are in accordance with established requirements and

specifications. Additionally, product samples will also be stored for

a minimum of 3 years.

8.2.4.5.2 Product Release and Deliver: Product is not normally released or

delivered until all planned inspections and tests have been

completed, and records have been maintained providing evidence

of conformity with acceptance criteria and identifying the person(s)

authorizing release.

8.2.4.5.3 In rare cases (due to customer demands and/or production

emergencies) unverified product may be released or delivered under

controlled conditions of positive recall documented and authorized

by the Quality Manager and, where applicable, approved by the

customer. Nonconforming (or suspect) products will be identified

and controlled to prevent its inadvertent use.

8.3 Control of Nonconforming Product or Service

Our quality manual system provides for the identification, documentation, evaluation,

segregation, and disposition of non-conforming product. Documented procedures are

also in place to identify and isolate nonconforming products and before repaired

products are returned to the process they are re-checked. In the event of non-conforming

products reaching the customer appropriate corrective action is taken.

The Quality Management team have overall responsibility for implementing effective

processes for identifying, documenting, segregating, evaluating, and disposing of

nonconforming product. Personnel responsible for product quality have the authority to

stop production to correct quality problems in accordance with the procedure

summarised below:

8.3.1 Faulty (Discrepant) Material and Product Control

8.3.1.1 All faulty (non-conforming) material, supplies or parts will be placed in a DO

NOT USE area. The items will be clearly marked with the following items;

8.3.1.1.1 Job number

8.3.1.1.2 Part number

8.3.1.1.3 Revision letter

8.3.1.1.4 Lot/batch size








8.3.1.1.5 Defect

8.3.1.1.6 Quality inspector’s name, and

8.3.1.1.7 Any other information necessary.

8.3.1.2 The specific reason an item(s) has been rejected will be clearly written on a

rejection tag attached to each part or container.

8.3.1.3 No one may remove items from the “DO NOT USE” area until disposition is

determined in a material or product review by the Production and/or Quality

Management Departments.

8.3.1.4 Non-conforming material or product will not be delivered unless the customers’

buyer approves delivery. The shipping documents will be marked with what is

wrong with the items.

8.3.1.5 The Quality department will control all lots submitted for acceptance

inspection. Each lot will be kept as a unit, apart from other lots and out of the

normal flow of material and production.

8.3.1.6 The corrective action required to prevent recurrence is evaluated, documented,

and its effective implementation is monitored. All rectification is subsequently

re-inspected to ensure complete customer satisfaction.

8.3.1.7 All employees are encouraged to suggest improvements in methods, materials,

products, vendor & suppliers, and sub-contractors. The Company has

established procedures for review of all activities in order to identify and

evaluate all possible improvements in methods, materials and its procedures.

8.4 Tool and Gauge Control

8.4.1.1 It is the responsibility of the Maintenance and Plant Managers to inspect and

properly identify all plant, equipment, machinery, (special) tools, jigs,

fixtures, gauges and measuring gear.

8.4.1.2 Each new or reworked tool, jig, fixture, gauge and item of measuring

equipment will be inspected before issue for use.

8.4.1.3 All gauges, measuring and test equipment will be calibrated to standards set

by the national bureau of standards.

8.4.1.4 A written schedule for calibrating gauges, measuring and test equipment will

be set and strictly followed. Frequency of calibration will be based on type

and purpose of the equipment and severity of usage.

8.4.1.5 A strict system of issue, control and return is established and followed.








8.4.1.6 If the customer supplies special gauges, the gauges will be checked at the

intervals the customer sets. If the customer supplies no inspection schedule,

the equipment will be checked according to a schedule that takes into

account the type, purpose and severity of use.

8.4.1.7 Calibration will follow the written procedures kept in the calibration area.

8.4.1.8 Obsolete or out of service tools and gauges will be tagged.

8.4.1.9 Decals or stickers will be put on tools and gauges or their containers to show

the last date of calibration.

8.4.1.10 Personal, as well as company owned production and inspection tools must

be properly and regularly calibrated (see appendix).

8.4.1.11 Calibration and control of measuring equipment, including specified

calibration intervals by type of tool is detailed in appendix.

8.5 Analysis of Data

For the purpose of continuous improvement, EXPERTXX shall determine, collect and

analysis appropriate data to demonstrate the quality system suitability and effectiveness,

the areas or data for attention shall provide information for:

8.5.1 Customer satisfaction for conformity of product requirements

8.5.2 Process and product characteristics

8.5.3 Suppliers

8.5.4 A process is only effective if desired results are achieved. Effectiveness can be

measured in terms of product quality, process accuracy, delivery/schedule performance,

cost/budget performance, employee/function performance against established objectives,

and/or customer satisfaction.

8.5.5 A process is efficient when resource utilization is optimal. Efficiency can be measured

in terms of total resource utilization, productivity indicators, and or the cost of poor

quality (such as waste/rework costs or hours).

8.5.6 Trends in quality and operational performance are compared with progress toward

objectives and related recommendations for improvement are developed, and shall be

presented to senior management for review and action during management review

meetings.

8.6 Improvement








8.6.1 Continuous Improvement

The quality policy and improvement objectives are continually reviewed and evaluated

for effectiveness and needed change through our management review process. The

continual improvement process begins with the establishment of our quality policy and

objectives for improvement, based on objectives contained in our Business

Development Plan and customer targets/goals. Customer satisfaction, internal audit,

process and product performance data, and the cost of poor quality are then compared to

progress against objectives to identify additional opportunities for improvement.

8.6.1.1 The quality management system is managed in a manner to offer continual

improvement having regard to statements in its quality policy, objectives, audit

results, data analysis, corrective and preventive action and management review.

8.6.1.2 Appropriate action is taken to rectify faults and prevent their re -occurrence and

the procedure are documented. Requirements for identifying faults and

determining their cause with appropriate corrective action is covered and

recorded and the results reviewed.

8.6.1.3 The company identifies preventive actions to prevent the recurrence of non-

conformities and the results of such actions are recorded and reviewed for

effectiveness.

8.6.2 Cost of Poor Quality (extra improvement item)

We also utilize the management review process to establish and track key measures of

the ‘cost of poor quality’ because we expect that quantifiable improvement will be

pursued in these areas even if there is currently no perceived problem. Analysis of this

data leads to the establishment and implementation of appropriate improvement

initiatives during management reviews; such initiatives are usually defined in the form

of Team Charts, which define scope and expectations for the effort and resources

needed to achieve objectives or other desired results. Examples of key measures that

track and monitor for improvement are:

a) Unscheduled machine downtime

b) Machine set-up, die/paint change and machine changeover times

c) Excessive cycle time

d) Scrap, rework & repair

e) Non value-added use of floor space

f) Less than 100% first run capability

g) Test requirements not justified by results








h) Waste of labour & materials (timber, paints, solvents)

i) Excessive cost of non-conforming product

j) Difficult assembly or installation of the product

k) Excessive handling and storage

l) New target values to optimize customer processes

m) Marginal measurement system capability

8.6.3 Corrective Action

EXPERTXX is totally committed to taking preventive and corrective action to remedy

any customer dissatisfaction or non-conformity that is identified. Whenever appropriate,

a root cause analysis will be done to identify the root cause of the dissatisfaction or non-

conformity.

Evidence of nonconforming product, customer dissatisfaction, or ineffective processes

is used to drive our corrective action system, since an existing problem requiring

immediate correction, and possible additional action aimed at eliminating or reducing

the likelihood of its recurrence. Management with responsibility and authority for

corrective action are notified promptly of product or process non-conformities.

Investigating and eliminating the root cause of these failures is a critical part of our

corrective action process. Fundamental features of our corrective action process include:

8.6.3.1 Customer Feedback System is maintained by Quality Assurance/Control using

the input from Technical and Customer Service. All customer complaints are

logged and then classified as to type of complaint (performance, physical, etc.).

8.6.3.2 EXPERTXX utilize a structured (“8D”) problem solving approach (state your

approach here) that meets customer specified requirements and leads to root

cause identification and elimination.

8.6.3.3 We also use error-proofing methods in the corrective action process, and apply

corrective action and implemented controls to other similar processes and

products to eliminate the cause of the nonconformity.

8.6.3.4 All complaints will be numbered and tracked by QA from receipt of initial call

until closure. A summary report of EXPERTXX complaints shall be available

monthly for review by appropriate personnel. Weekly and monthly summaries

of employee complaints are circulated to all Management Departments.

8.6.3.5 Weekly, monthly and quarterly meetings are to be held in order to review

performance complaints. Each meeting is attended by members of the

appropriate department(s), Senior Management and Technical Service.








8.6.3.6 Corrective action is taken to remedy non-conformities that are identified and to

prevent future recurrences. Preventive action is taken to eliminate the cause of

a potential non-conformance.

8.6.3.7 EXPERTXX is in the process of establishing a Management Review Board,

which will have the responsibility of reviewing all non-conformities. An action

plan will be put together by the Quality Management Team being responsible

for monitoring and documenting the progress of any corrective or preventive

action plan to ensure its completion.

8.6.3.8 Corrective or preventive action that changes approved documents or processes

is handled through the Document Change Request System.

8.6.4 Preventive Action

Data from internal audits, customer feedback, employee suggestions, and other

appropriate data is collected and analysed to identify the actions needed, in order to

eliminate the causes of potential problems and thereby prevent their occurrence.

The company will also utilize Potential Failure Modes and Effects Analysis (FMEA),

Six SIGMA and GAP Analysis Tools to identify potential failures and their causes.

Investigating and eliminating the root cause of potential failures is a critical part of our

preventive action process.

EXPERTXX will review and initiate preventive actions through our preventive action

process. We shall apply controls and follow-up to ensure that effective preventive action

is taken appropriate to the risk and impact of potential problems and losses. In addition,

ISO quality supervisor will summarize and analyse preventive action data to identify

trends needed to assess overall effectiveness of the preventive action system and to

develop related recommendations for improvement.

The preventive action process is considered effective if potential losses were avoided.

Results of this analysis and related recommendations are presented to Managing

Director and senior management for review and action during periodic management

review meetings.

8.6.5 Statistical Techniques and Tools

Statistical methods are an important function in our company, and when used correctly

(by experts) are a powerful set of tools within the quality process. These methods should

be selected with care, so as to assure that they are compatible with the application

required and will produce the desired objective output. The motivation to use these

statistical methods should be the need to continuous improve quality and to meet

customer requirements. The quality system is subject to variations from components,

design and equipment.








Statistical methods can assist with the elimination or minimization of the variation.

Statistical methods should be used whenever possible or applicable to ensure product

consistency. Test and control should be implemented to release product, and to improve

the knowledge base to allow for product improvement. Tools that have been used or

considered at EXPERTXX are:

a) Experimental Design - Design of Experiment(s) software is available and is

being used by the design department, consultants and kit development groups.

b) Analysis of Variance or Regression Analysis

c) Risk Analysis & Cause Analysis (failure modes)

d) Statistical Sampling Inspection

e) Histograms - Plot frequency of events

f) Pareto diagrams - Assist with sorting crucial problems

g) GAP Analysis & Flow charts - Pictorial diagrams of processed or systems

Examples of where Statistical techniques are or shall be applied:

1) Design Input - Determining requirements and expectations

2) Design Control - Periodic evaluation to provide assurance of acceptable product

3) Performance Indicators, Monitoring and Progress Evaluation

4) Material Shelf Life - Determine appropriate dating for products

5) Process Control - Determine machine or process capabilities

6) Defect Analysis - Assist with understanding problems

7) Data Analysis - Review and understanding of products

8.6.6 Overrun Stock Control

8.6.6.1 The Quality department will ensure that any overrun parts sent to stock are

properly marked ACCEPTED. The part number, latest drawing number and

specification revision, date of inspection, job number and quantity of parts will

be shown. The quality department will periodically check to see that the parts

are properly packed to prevent deterioration and damage.

8.6.6.2 The Quality Management Department will oversee overrun stock.








8.6.6.3 No overrun parts will be delivered to a customer until they are re-inspected and

found in acceptable condition and found to meet the latest drawing and

specification revisions.

8.7 Labelling and Packaging

Label control is the responsibility of the Quality Assurance and Manufacturing

Departments.

8.7.1 EXPERTXX present to all their customers with the highest quality labelling and

packaging, and ensure that they meet all regulatory requirements; all labels, literature

and packaging are subject to incoming inspection.

8.7.1.1 Document Control maintains the Literature Approval system through which

new furniture product labels and literature copy is circulated for approval prior

to printing.

8.7.1.2 The variable information on labels will be printed in Manufacturing from

password secured files. Each label is assigned a part number, and is revision

controlled. All labelling operations require label inspection and reconciliation.

8.7.1.3 Pre-printed labels are stored in locked cabinets or access-controlled areas.

8.7.2 Packaging and Delivery

8.7.2.1 All material will be packed to prevent damage, deterioration and substitution.

8.7.2.2 The customer will be identified on the packaging with part numbers and as

otherwise necessary to prevent lost and misdirected shipments. Order will be

packed as directed by the customer if specified.

8.7.2.3 Product wrapping is designed to protect products from environmental stress and

physical damage during shipping. The effectiveness of the packaging in

protecting the product will be documented, and monitored on every lot by

analysing data received through external QC program and customer complaints.

8.7.2.4 Finished products are assembled according to written procedures. Final product

packaging is done so as to protect product integrity through physical separation

of different operations.

8.7.2.5 Packaging areas are cleared prior to start of the next operation. Quality Control

or other appropriate personnel inspect finished products using statistically valid

sampling plans and release product only after it meets inspection criteria.

8.7.3 Manual Handling, Storage and Distribution








It is EXPERTXX’S goal to minimise damage or deterioration of products and services

throughout manufacturing and installation in order to deliver the service and product to

clients safely and with the height quality standards. The following procedure will apply:

8.7.3.1 Stability studies will be conducted during development so as to validate

recommended storage conditions.

8.7.3.2 Storage conditions for raw materials, work in process and finished goods are

specified in the appropriate specifications or manufacturing procedures.

8.7.3.3 Storage areas are environmentally monitored to protect product integrity, with

back-up generators available in case of a power outage.

8.7.3.4 Products are properly identified with part number, lot or receiving number and

acceptance status before they are placed in storage areas.

8.7.3.5 Materials are handled in a manner to ensure first in-first out use when required,

and marked with expiration date where appropriate. This date is monitored and

out dated product will be removed from stock for suitable disposal or retesting.

8.7.3.6 Products are packaged and labelled for distribution to assure physical and

functional integrity during transportation.

8.7.3.7 The mode of transportation will be chosen to protect the quality of the product.

8.8 Records

8.8.1 EXPERTXX believe that it is essential to maintain quality records not only to conform

to the regulations but to also aid management in reviewing the effectiveness of our

quality management system and making decisions on how to improve it. The records

that are maintained also demonstrate that products were manufactured to specifications

and standards. Service and maintenance contracts are offered to all customers, and these

activities are controlled in the same manner as Process Control. The quality records that

shall be maintained include the following documents:

a) Quality System Documentation

b) Device Master and History Records

c) Document Change Requests

d) Calibration and Maintenance Records

e) Internal Audit Reports and Management Reviews

f) Customer Complaints








g) Vendor Qualifications

h) Purchase Orders, Customer Orders and Contract Records

i) Personnel and Training records

j) Design History Files (Validation Data)

k) Installation Notifications and Recalls

8.8.2 All of our records are stored in conditions to facilitate their preservation and ready

access by appropriate personnel and will be retained for at least three years.

8.9 Training and Servicing

8.9.1 The policy of the company is to ensure that all personnel are trained and experienced to

the extent necessary to undertake their assigned activities and responsibilities

effectively. The company generally procures and recruits employees capable of meeting

the technical, skill, experience and educational requirements of the company's activities.

8.9.2 All staff and senior employees are responsible for recommending the training needs of

others and for ensuring that all employees allocated specific tasks are suitably qualified

and experienced to execute those tasks. Once training needs are identified these are

provided under the responsibility of the Directors. Full records are maintained of all

training undertaken by employees.

APPENDIX A – Quality Control Forms QUALITY CONTROL FORMS

FORM 1001 . . Surplus Inventory Form

FORM . . . . . . In Process Quality Control Sheet

FORM . . . . . . Receiving Inspection Report

FORM . . . . . . First Piece Inspection Report

FORM . . . . . . Quality Control Sheet

FORM . . . . . . Inspection Report

FORM . . . . . . Company Tool & Gauge Calibration Report and Inspection Equipment Report

FORM . . . . . Employee Tool & Gauge Calibration Report and Inspection Equipment Report

FORM . . . . . . Material, Plant & Equipment Rejection Notice

FORM . . . . . . Material, Plant & Equipment Rejection Notice Letter

FORM . . . . . . Vendor History Record








FORM . . . . . . Rejection Report

FORM . . . . . . Supplier Corrective Action Report

FORM . . . . . . Change Request Notice

FORM . . . . . . Material & Equipment Control Tag

FORM . . . . . . Material & Equipment Identification Tag

FORM . . . . . . Change Notice

FORM . . . . . . Methods Revision Sheet

FORM . . . . . . Operation Process Sheet

FORM . . . . . . Production Operation Process Sheet

FORM . . . . . . Inspection Report

FORM . . . . . . Audit Report

FORM . . . . . . Control Log

FORM . . . . . . Document Request Form

FORM . . . . . . Material, Plant (machinery) & Equipment Gage Control History Card

FORM . . . . . . Material Disposition Report

FORM . . . . . . General Material (Resources) Review Board Tag

FORM . . . . . . Corrective Action Request

Date post:	22-Jan-2017
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