8. Operation

8.1 Operation Planning & Control

Overview

In planning product realization, the Company will determine the following, as appropriate :-

  1. quality plans in the form of Job Bags will be issued for every job detailing all aspects of the process;
  2. ensure that all activities associated with Process Control are planned and carried out in such a way under controlled conditions;
  3. documents and records of such processes will be kept for a period of two years;
  4. show the current inspection and test status of all goods within the Company.

Operational Component Workflow

Definitions

Enquiry

An enquiry is an initial enquiry received by a customer, this is not a required step in the process flow but may be the first point of communication with a customer.  

Enquiry Contexts

Enquiries can be classified into the following contexts...

Enquiry Statuses

Enquiries can either be open, awaiting customer response or closed.

Quote

A quote represents the customers requirements in context of our offerings.

Quote Statuses

Quotes can have the following statuses

Order

An order represents a confirmation of a quote or parts of a quotation or an order from a web source in which the customer has generated their own quote and then order.  As such this can represent the start of customer communication.

Project

A project represents a group of one or more Operational Instruction Sets known as Jobs and one or more Endpoints.

Project Statuses

A project can have one of the following statuses

Stock Requisition

A Stock Requisition is required when a none stocked item is required for completion of a project

Purchase Order

A purchase order represents a stock/service order from a  supplier

Purchase Order's can have the following statuses...

Job

A Job is a production Instruction Set.  It lists the processes, their representative instructions and the order in which they should be completed.

A Job has the following statuses:

Artwork

An artwork represents a unique piece of artwork in the system it has the following variables

Endpoint

An endpoint represents the final stage of a Project, a Project can have many endpoints.

Endpoints can be of two types...

Dispatch Note

Represents a dispatch note which can either be a pick up note or a delivery note.

Courier Note

Delivery note type must have a Courier Note, this represents our Dispatch Note within a first or third party courier network.

Examples

Example Digital Project Bag

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Example Job Sheet

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Example Ticket/Enquiry

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Example Quote (Backend)

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Example Quote (Frontend)

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8.2 Customer Requirements

Customer Determined Requirements

Upon receiving an enquiry or order the Customer Service staff will generate a Quotation, if the quote is beyond the scope of the standardised products in the system the CS staff will consult with the Sales Director who will determine the exact requirements from the customer to ensure that the Company can meet the requirements

If there is any ambiguity about either the quotation or order the issue will be resolved by the Sales Director or nominated person with customer before proceeding with the process.

Process Sources

Ticket Categorisation

Tickets can be categorised as...

Each ticket categorisation has it's own process channel.

Zammad Ticket System

Zammad Ticket Systems tracks

Ticket system is reachable at https://cs.maticmedia.co.uk/ 

Artwork Processing

8.3 Design & Development

As no real original Design and Development occurs within the organisation there is currently no need for documented procedure pertaining to this section. Design for product is not original and are based on specific layouts determined by the customer. Any change to this situation in the future however will be reflected by a change in the Quality Manual.

8.4 Control of Suppliers & External Processes

Purchasing Process

Purchasing Information

Authorised Purchasers

Name Amount
Richard McCombe NA
Robert McCombe

NA

Adrian McCombe

£10,000

Andy Roddie

Requisitions Only

Kelly Power

£5,000

Jamie Mallon

Requisitions Only

Stock Management

Where possible stock items are listed on a controlled stock list that is kept up to date with current stock levels.  This allows control of stock quality and consistent throughput of jobs through the production process.

Location

https://1drv.ms/x/s!AgZhmG8o-MafgpI3vhiU0l8wECmm2A?e=GWipko 

Verification of Purchased Product

Purchasing Process


8.5 Production & Service Provision

Control of Production and Service Provision

matic full workflow_department_v2.png

Vector Graphic Version Click Here

MaticTrack

The MaticTrack is Matic Media Services Limited internal inhouse developed Enterprise Resource Management software.  It tracks all aspects of customer, order and production management. At last update it maintained...

Validation of Processes for Production and Service Provision

Identification and Traceability

Stock Control & Storage

Type Descriptor
In Use Is currently in use, held in either lamination room or print room
Partial Use Stock / Offcuts Is partially used and is held as stock held, held in Kanban System on Mezzanine or in sheet media racks in Stock Bay
Stockheld Unopened roll stock held in Roll Media racks in Stock Bay

Stock Storage Zones

Stock Imagery

In Use Stock

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Partial Use Stock / Offcuts

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Stock Identification

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Stockheld

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8.6 Release of Products & Services

Endpoints - Deliveries and Pick up

Release of products and services Matic Media Services Limited only have two method of product release.  Deliveries and Pick ups.  Both are managed with the use of Project Endpoints. 

Endpoints

Quality Control Aspects

Before any endpoint is completed the following quality control aspects are asked to be checked

Endpoint Process

Dispatch Notes

Dispatch notes are a unique identifier that represents...

 

8.7 Control of Non-Conformance Outputs

Overview

Recording Procedure

When a non-conformance occurs the issue should be tracked on the MaticTrack internal ERP system

If it is not possible to record non-conformance at that time it should be stored in a Quarantine Bin or marked with a Rejected sticker.

Logging Non-Conformance in MaticTrack

  1. Go to Project
  2. Click Record Non-Conformance
  3. Select the Job
  4. Select the Artwork/Dimensions
  5. Select the reasons for Non-Conformance
  6. If Available add pictures of Non-Conformance
  7. Dispose of Non-conformance in bin

Examples in Practice

Quarantine Bin Examples

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Specification Requirements

8 Operation

8.1 Operational planning and control

The organization shall plan, implement and control the processes (see 4.4) needed to meet the requirements for the provision of products and services, and to implement the actions determined in Clause 6, by:

The output of this planning shall be suitable for the organization’s operations.

The organization shall control planned changes and review the consequences of unintended changes, 
taking action to mitigate any adverse effects, as necessary.

The organization shall ensure that outsourced processes are controlled (see 8.4).

8.2 Requirements for products and services

8.2.1 Customer communication

Communication with customers shall include:

8.2.2 Determining the requirements for products and services

When determining the requirements for the products and services to be offered to customers, the 
organization shall ensure that:

8.2.3 Review of the requirements for products and services

8.2.3.1 The organization shall ensure that it has the ability to meet the requirements for products and 
services to be offered to customers. The organization shall conduct a review before committing to supply 
products and services to a customer, to include:

The organization shall ensure that contract or order requirements differing from those previously 
defined are resolved.

The customer’s requirements shall be confirmed by the organization before acceptance, when the 
customer does not provide a documented statement of their requirements

NOTE In some situations, such as internet sales, a formal review is impractical for each order. Instead, the 
review can cover relevant product information, such as catalogues.

8.2.3.2 The organization shall retain documented information, as applicable:

8.3 Design and development of products and services

8.3.1 General

The organization shall establish, implement and maintain a design and development process that is 
appropriate to ensure the subsequent provision of products and services.

8.3.2 Design and development planning

In determining the stages and controls for design and development, the organization shall consider:

8.3.3 Design and development inputs

The organization shall determine the requirements essential for the specific types of products and 
services to be designed and developed. The organization shall consider:

Inputs shall be adequate for design and development purposes, complete and unambiguous.

Conflicting design and development inputs shall be resolved.

The organization shall retain documented information on design and development inputs.

8.3.4 Design and development controls

The organization shall apply controls to the design and development process to ensure that:

NOTE Design and development reviews, verification and validation have distinct purposes. They can be 
conducted separately or in any combination, as is suitable for the products and services of the organization

8.3.5 Design and development outputs

The organization shall ensure that design and development outputs:

8.3.6 Design and development changes

The organization shall identify, review and control changes made during, or subsequent to, the design 
and development of products and services, to the extent necessary to ensure that there is no adverse 
impact on conformity to requirements.

The organization shall retain documented information on:

8.4     Control of externally provided processes, products and services

8.4.1 General

The organization shall ensure that externally provided processes, products and services conform to 
requirements.

The organization shall determine the controls to be applied to externally provided processes, products 
and services when:

The organization shall determine and apply criteria for the evaluation, selection, monitoring of performance, and re-evaluation of external providers, based on their ability to provide processes or products and services in accordance with requirements. The organization shall retain documented information of these activities and any necessary actions arising from the evaluations

8.4.2 Type and extent of control

The organization shall ensure that externally provided processes, products and services do not 
adversely affect the organization’s ability to consistently deliver conforming products and services to 
its customers.

The organization shall:

8.4.3 Information for external providers

The organization shall ensure the adequacy of requirements prior to their communication to the 
external provider.

The organization shall communicate to external providers its requirements for:

8.5 Production and service provision

8.5.1 Control of production and service provision

The organization shall implement production and service provision under controlled conditions.
Controlled conditions shall include, as applicable:

8.5.2     Identification and traceability

The organization shall use suitable means to identify outputs when it is necessary to ensure the conformity of products and services.

The organization shall identify the status of outputs with respect to monitoring and measurement requirements throughout production and service provision.

The organization shall control the unique identification of the outputs when traceability is a requirement, and shall retain the documented information necessary to enable traceability.

8.5.3 Property belonging to customers or external providers

The organization shall exercise care with property belonging to customers or external providers while it is under the organization’s control or being used by the organization.

The organization shall identify, verify, protect and safeguard customers’ or external providers’ property provided for use or incorporation into the products and services.

When the property of a customer or external provider is lost, damaged or otherwise found to be unsuitable for use, the organization shall report this to the customer or external provider and retain documented information on what has occurred.

NOTE A customer’s or external provider’s property can include materials, components, tools and equipment, 
premises, intellectual property and personal data.

8.5.4 Preservation

The organization shall preserve the outputs during production and service provision, to the extent 
necessary to ensure conformity to requirements.

NOTE Preservation can include identification, handling, contamination control, packaging, storage, transmission or transportation, and protection.

8.5.5 Post-delivery activities

The organization shall meet requirements for post-delivery activities associated with the products and services. In determining the extent of post-delivery activities that are required, the organization shall consider:

NOTE Post-delivery activities can include actions under warranty provisions, contractual obligations such 
as maintenance services, and supplementary services such as recycling or final disposal

8.5.6 Control of changes

The organization shall review and control changes for production or service provision, to the extent 
necessary to ensure continuing conformity with requirements.

The organization shall retain documented information describing the results of the review of changes, 
the person(s) authorizing the change, and any necessary actions arising from the review.

8.6 Release of products and services

The organization shall implement planned arrangements, at appropriate stages, to verify that the product and service requirements have been met.

The release of products and services to the customer shall not proceed until the planned arrangements have been satisfactorily completed, unless otherwise approved by a relevant authority and, as applicable, by the customer

The organization shall retain documented information on the release of products and services. The 
documented information shall include:

8.7 Control of nonconforming outputs

8.7.1 The organization shall ensure that outputs that do not conform to their requirements are identified and controlled to prevent their unintended use or delivery.

The organization shall take appropriate action based on the nature of the nonconformity and its effect on the conformity of products and services. This shall also apply to nonconforming products and services detected after delivery of products, during or after the provision of services.

The organization shall deal with nonconforming outputs in one or more of the following ways:

8.7.2 The organization shall retain documented information that: