ISO 9001:2015

• Version Control
• 1. Introduction
• 2. Quality Management Principles
• 3. References and Definitions
• 4. Context of the Organisation
• 5. Leadership
• 5.1 Leadership & Commitment
• 5.2 Quality Policy
• 5.3 Role, Responsibilities and Authorities
• 6. Management System Planning
• 6.1 Addressing Risks & Opportunities
• 6.2 Quality Objectives & Planning to Achieve Them
• 6.3 Planning for Change
• 7. Support
• Resource Management
• 8. Operation
• 8.1 Operation Planning & Control
• 8.2 Customer Requirements
• 8.3 Design & Development
• 8.4 Control of Suppliers & External Processes
• 8.5 Production & Service Provision
• 8.6 Release of Products & Services
• 8.7 Control of Non-Conformance Outputs
• Specification Requirements
• 9. Performance Evaluation
• 9.1 Monitoring, Measurement, Analysis & Evaluation
• 9.2 Internal Audit
• 9.3 Management Review
• 10. Improvement
• Specification Document & Requirements
• Previous Version
• Document Register
• External Audit Reports
• Current Certificate

Version Control

Version	Info	By	Date
v2.0	Moved structure to reflect ISO9001:2015 requirements structure Updated Measuring Customer Satisfaction to use Data Analysis as well as Customer Surveys Removed Customer Surveys - alternatives to be reviewed in Q2 2023 Updated Workflow to integrate new MaticTrack tracking Updated Approved Supplier list to run directly off MaticTrack supplier database Added Stock Management list to Quality Manual Updated references to MATICMEDIA to Matic Media Services Limited as per Certificate Removed references to SGS as third party auditor to LRQA	Robert McCombe	03-05-2023
v2.0.1	Added Certificate Renewal Audit Report from LRQA 4 opportunities for improvement are identified: 1. Review of scope wording 2. Inclusion of internal non conformance raised on procedural / process - e.g on Rocket Chat 3. Re-approval criteria for suppliers 4. Clarity on none applicable clauses	Robert McCombe	09-05-2023
v2.0.2	References to Eddie Cairns updated to Andy Roddie as Quality Management Review	Robert McCombe	14/01/2024

1. Introduction

Overview

Matic Media Services Limited are a large format print service provider, specialising in the manufacture and supply of large print requirements to print professionals and public sector organisations.  These organisations work within tight budgets, tight deadlines and may have an environmental policy agenda.  

Company Model

The Company was founded in 2006 originally targeting specifically Local Authorities within their client base, since 2016 the company model has changed to primarily target Print Trade Professionals.  As of last edit 80% of turnover is produced from trade professionals and 20% is from Local Authorities.

Products & Services

The Company produce Wide Format Print including but not limited to Rigid Board Printing, Stickers, Banners, Point of Sale, Posters, Window Graphics and as of 2022 Textile Printing. 

Quality Management Systems

The company implements quality and process management systems as its founding base, as such they implement a Quality Management System that conforms to the International Standard ISO 9001:2015.

2. Quality Management Principles

Documentation Requirements

1 General

Policy

Matic Media Services Limited has established a documented Quality Management System and maintained this Quality Management System as a means of ensuring that its effectiveness conforms to specified requirements.. This Quality Manual defines the details and methods whereby the policy and objectives have been prepared to cover the requirements of the documents as applied to company activities. The Procedure Manual shall detail the methods whereby the policy and objectives detailed in the Quality Manual shall be implemented.

The Company is dedicated to achieving and maintaining high quality standards in satisfying the agreed requirements of its customers. This Quality Management System provides objective evidence that the Company’s products and services conforms to its customer s quality requirements.

The policies and the guidelines contained in this Manual demonstrate management commitment to quality management as a basic principle. Continuous compliance with the Quality Management System is required of all employees.

The responsibility for the administration and day to day management of the Quality System is delegated to the Quality Facilitator

[TODO]

Add in softer description (personalise)

Quality Manual

Matic Media Services Limited has established, documented and maintained this Quality Management System as a means of ensuring that products conform to specified requirements. This Quality Manual has been prepared to cover the requirements of the documents as applied to all activities at Matic Media Services Limited.

SCOPE

The Documented Quality Management System covers all products and services offered by the Company. The Company does not perform any original design

1st Level:

The Quality Manual which defines policy and objectives for quality in meeting the requirements of the quality management standard ISO 9001:2015

2nd Level:

A Quality Procedure Manual defining all quality related activities which have an impact on the quality related activities which in turn have an impact on the quality of products and service supplied by Matic Media Services Limited.

3rd Level :

Work Instructions and records relevant to the Quality Procedures Manual such as required to prove evidence of the quality attained in the effective planning, operation and control of these processes.

Control of Documents

Circulation List

This Quality Manual is a controlled document, which is reviewed and updated as necessary on a regular basis, this is held digitally at https://manual.maticmedia.co.uk/books/iso-90012025/. The Quality Facilitator owns the administrative publish permissions on the Master Copy and appraises and updates the Manuals of the following copy holders whenever changes to the Quality Manual occur. Occasionally customers may require a copy of the current manual for supplier appraisal purposes, publicly available links to the most recent publicised version can be provided in this case.  Version control is provided by the Bookstack management system.

The following list of personnel have administrative permissions:

Role	User
Administrator	Managing Director
Administrator	Operations Director
Administrator	Quality Faciliator

Documented Procedures 

Documented Procedures and records shall be established and maintained to control all documents and data relating to the Quality Management System operating within the Company. All documents will be reviewed and approved for adequacy by authorised personnel prior to issue. A master list is provided directly within this digital version of the Quality Management System, Bookstack digital management system will handle version control outside of Bookstack all documentation must be held within the company Nethdd at the following location, structured by year.

\\192.168.0.10\root\CUSTOMERS\M\MATIC MEDIA SERVICES LTD\Generic Files\H&S and Quality\ISO

1. The pertinent issue of appropriate documents are available at all locations where operations essential to the functioning of the quality management system are performed.
2. invalid and/or obsolete documents are promptly removed from points of issue or use or otherwise assured against unintended use.
3. any obsolete documents retained for legal or knowledge preservation purposes are suitably identified.  
4. changes of documents shall be reviewed and approved by the same functions that approved the original review and approval.
5. any external documentation such as drawings or plans sent by the customer will be attached to the original Job Card and filed by the relevant personnel.

Details and methods and responsibilities for document control have been documented in the following Quality Management Procedure.

Control of Records

All quality records shall be controlled as regards to identification, collection, indexing, access, filing and storage, maintenance and disposition.

Scope

This policy applies to all records pertaining to the operation of the Quality Management System at Matic Media Services Limited.

Actions and Methods

Quality Records shall be maintained to demonstrate conformance to specified requirements and the effective operation of the Quality System. All Quality Records shall be legible, and shall be stored in such a way that they Are readily retrievable in facilities that provide a suitable environment to prevent damage or deterioration and to prevent loss. Retention time of Quality Records shall be for a period of two years. Where agreed contractually Quality Records shall be made available for evaluation by the customer or the customer’s Facilitator for an agreed period.  All quality records are held digitally on the internal ERP system, Matic Track.  

A back-up of the computer system takes place automatically on a daily basis and the additional back up disc is taken off site using third party service - Backblaze.  A list of all Quality Records are held in the Document Register.

Details of methods and responsibilities for Quality Records have been documented in the following Quality System procedure.

3. References and Definitions

      For the purposes of this document, the terms and definitions given in ISO 9000 apply

4. Context of the Organisation

General Requirements

Matic Media Services Limited is dedicated to achieving and maintaining high quality standards in satisfying the agreed requirements of its customers. The Quality Management System provided objective evidence that the Company’s products and services conform to its quality requirements.

Matic Media Services Limited has established and will:-

• determine the processes needed for the Quality Management System and their application  throughout the organisation
• The compatibility of the design, the production processes, inspection and documented test procedures and necessary documentation  monitor, measure where applicable, and analyse these processes.
• The identification of suitable verification at appropriate stages of realisation of the product.
• The clarification of standards of acceptability of all requirements, including those which contain a subject element.
• The identification and preparation of quality records
• An “outsourced process” is a process that the organisation needs for its quality management system and which the organisation chooses to have performed by an external party.
• Ensuring control over outsourced processes does not absolve the organisation of the responsibility of conformity to all customer, statutory and regulatory requirements.

General

Matic Media Services Limited has established a documented Quality Management System and maintained this Quality Management System as a means of ensuring that its effectiveness conforms to specified requirements.. This Quality Manual defines the details and methods whereby the policy and objectives have been prepared to cover the requirements of the documents as applied to company activities.  This manual is held and edited digitally at https://manual.maticmedia.co.uk/.

The Company is dedicated to achieving and maintaining high quality standards in satisfying the agreed requirements of its customers. This Quality Management System provides objective evidence that the Company’s products and services conforms to its customer s quality requirements.

The policies and the guidelines contained in this Manual demonstrate management commitment to quality management as a basic principle. Continuous compliance with the Quality Management System is required of all employees.

The responsibility for the administration and day to day management of the Quality System is delegated to the Quality Facilitator

5. Leadership

5.1 Leadership & Commitment

Purpose

The purpose of this procedure is to ensure that all personnel within the Management Team are aware of their responsibilities concerning objectives for quality and commitment to quality, as defined in Quality Manual.

Scope

This purpose will be applicable to the Quality System in operation at Matic Media Services Limited

Procedure

1. Senior Management within the Company have documented the Company Quality Policy within the Quality Manual
2. The Quality Facilitator is responsible for ensuring that all new personnel within the Company receive induction training covering all aspects of the Quality System
3. The Quality Facilitator or Operations Manager is responsible for ensuring that any changes to the Quality System which directly affect the working practices of any personnel are fully explained to them before implementation.
   

Requirements

Top management shall demonstrate leadership and commitment with respect to the quality 
management system by:

• a) taking accountability for the effectiveness of the quality management system;
• b) ensuring that the quality policy and quality objectives are established for the quality management 
  system and are compatible with the context and strategic direction of the organization;
• c) ensuring the integration of the quality management system requirements into the organization’s 
  business processes;
• d) promoting the use of the process approach and risk-based thinking;
• e) ensuring that the resources needed for the quality management system are available;
  f) communicating the importance of effective quality management and of conforming to the quality 
  management system requirements;
• g) ensuring that the quality management system achieves its intended results;
• h) engaging, directing and supporting persons to contribute to the effectiveness of the quality 
  management system;
• i) promoting improvement;
• j) supporting other relevant management roles to demonstrate their leadership as it applies to their 
  areas of responsibility

Customer Focus

Top management shall demonstrate leadership and commitment with respect to customer focus by 
ensuring that:

• a) customer and applicable statutory and regulatory requirements are determined, understood and 
  consistently met;
• b) the risks and opportunities that can affect conformity of products and services and the ability to 
  enhance customer satisfaction are determined and addressed;
• c) the focus on enhancing customer satisfaction is maintained.

Current Quality Owners

Role	Person
Managing Director	Richard McCombe
Operations Director	Robert McCombe
Quality Facilitator	Andy Roddie

5.2 Quality Policy

Overview

The Company issue the following quality policy to all staff members on induction.  This allows the Company...

• To show all staff management’s commitment to continuously improve the effectiveness of the Quality Management System
• To provide all staff with the necessary resources and training such that they will meet the requirements of both internal and external customers alike.
• To consider the environment as a stakeholder whose needs must be met and taken account of in all the Company’s activities.
• To conduct all company activities in a manner which promotes the health and safety of all employees, subcontractors, customers and the public at large.
• To set Objectives for the Company on a regular basis, and to actively encourage all employees to participate in meeting these objectives.
• To meet all statutory and regulatory requirements as required by the standard.
• To this end the Company have implemented and documented this Quality Management System to meet the requirements of ISO9001:2015

Quality Policy Induction Document

We achieved our accreditation for standards working at the standards of  ISO 9001:2008 in March 2014 and ISO 9001:2015 in March 2016.  We have Management Information Manuals available upon request which include:

• Policy & Objectives
• Definitions
• Quality Systems
• Organisation
• Authority & Responsibilities
• ISO9001 achieved March 2014
• Management Review
• Internal Audit
• Contract Review
• Design
• Documentation & Change Control Purchasing
• Customer Supplied Items
• Process Control
• Receiving Inspection
• Inspection & Testing
• Production & Measuring Equipment
• Indication of Inspection Status
• Non-conforming Items, Preventive & Corrective Action
• Handling, Storage, Packaging,
• Preservation & Delivery
• Records
• Training
• Servicing

All members of Matic Media are expected to maintain and work upon improving the grounding methods and standards of our ISO:9001 documentation through working with SMAS, 5S methods and Lean methodology.

Quality Policy Onboarding Template

All new starts have to fill out the attached Quality Management sign off.  This is part of the Welcome Pack

Quality Management.docx

Specification Requirements

5.2.1 Establishing the quality policy

Top management shall establish, implement and maintain a quality policy that:

• a) is appropriate to the purpose and context of the organization and supports its strategic direction;
• b) provides a framework for setting quality objectives;
• c) includes a commitment to satisfy applicable requirements;
• d) includes a commitment to continual improvement of the quality management system.
  

5.2.2 Communicating the quality policy

The quality policy shall:

• a) be available and be maintained as documented information;
  b) be communicated, understood and applied within the organization;
  c) be available to relevant interested parties, as appropriate.

5.3 Role, Responsibilities and Authorities

Responsibility and Authority

• The Managing Director has overall responsibility for the integrity of the Quality System in place within the Company and for ensuring that the Quality Policy is both relevant and reflects the objectives of the Company.
• The Sales Director and Operations Manager are responsible for ensuring that all orders received by the Company meet customer requirements and that all Contract Review procedures are carried out.
• The Quality Facilitator is responsible that the Quality System is operating in the way intended and that all quality objectives are being met.
• The Sales Director and Operations Manager are responsible for ensuring that all quotations required for customers are completed in a competent manner and for ensuring that operators are following the correct procedures during process control.
• Communication between the Management Team takes place in a formal manner during Management Review Meetings and informally on a day today basis as the need arises.

Management Representative

The Quality Facilitator is responsible for the co-ordination of the Company’s Quality Policy and Objectives and will provide feedback of quality achievements to all levels of management. The Quality Facilitator is trained in audit techniques and applies those techniques in the form of regular planned audits of the quality system. He reports to the meeting of the Quality Management Team on the operation of the quality system and assures that all actions agreed at such meetings are undertaken. He reports to the Managing Director on amendments for possible adoption, and is responsible for looking after Quality System Documentation. He assesses sub-contractors and is responsible for inspection, measuring and test equipment.

Spec Requirements

Top management shall ensure that the responsibilities and authorities for relevant roles are assigned, 
communicated and understood within the organization.

Top management shall assign the responsibility and authority for:

• a) ensuring that the quality management system conforms to the requirements of this 
  International Standard;
• b) ensuring that the processes are delivering their intended outputs;
• c) reporting on the performance of the quality management system and on opportunities for 
  improvement (see 10.1), in particular to top management;
• d) ensuring the promotion of customer focus throughout the organization;
• e) ensuring that the integrity of the quality management system is maintained when changes to the 
  quality management system are planned and implemented.

6. Management System Planning

6.1 Addressing Risks & Opportunities

Implementation Reference

Matic Media addresses it's Risks and Opportunities through...

• Every 4 monthly Managerial Review SWOT analysis
• Operational Planning and Control
• Use of the Resource Process Control Map
  

Spec Requirements

6.1.1 When planning for the quality management system

The organization shall consider the issues referred to in 4.1 and the requirements referred to in 4.2 and determine the risks and opportunities that need to be addressed to:

• a) give assurance that the quality management system can achieve its intended result(s);
• b) enhance desirable effects;
• c) prevent, or reduce, undesired effects;
• d) achieve improvement.

6.1.2 The organization shall plan:

• a) actions to address these risks and opportunities;
• b) how to:
  • 1) integrate and implement the actions into its quality management system processes (see 4.4);
  • 2) evaluate the effectiveness of these actions.

Actions taken to address risks and opportunities shall be proportionate to the potential impact on the 
conformity of products and services.

6.2 Quality Objectives & Planning to Achieve Them

Implementation Reference

Quality Objectives and Targets are made from...

• Data analysis of Non-conformance issues
• Customer Complaints
• Customer Satisfaction
• Managerial Review Meetings
• Annual External Audit
  • As of 2022 this has been switched from SGS to LRQA

Spec Requirements

6.2.1 The organization shall establish quality objectives at relevant functions, levels and processes needed for the quality management system.

The quality objectives shall:

• a) be consistent with the quality policy;
• b) be measurable;
• c) take into account applicable requirements;
• d) be relevant to conformity of products and services and to enhancement of customer satisfaction;
• e) be monitored;
• f) be communicated;
• g) be updated as appropriate.

The organization shall maintain documented information on the quality objectives.

6.2.2 When planning how to achieve its quality objectives, the organization shall determine:

• a) what will be done;
• b) what resources will be required;
• c) who will be responsible;
• d) when it will be completed;
• e) how the results will be evaluated

6.3 Planning for Change

Implementation Method

See section 6.2

Spec Requirements

When the organization determines the need for changes to the quality management system, the changes shall be carried out in a planned manner (see 4.4).

The organization shall consider:

• a) the purpose of the changes and their potential consequences;
• b) the integrity of the quality management system;
• c) the availability of resources;
• d) the allocation or reallocation of responsibilities and authorities.

7. Support

Resource Management

Provision of Resources

The Company will identify resource requirements and provide adequate resources, including assignment of trained personnel for specific tasks affecting quality, for management performance and verification of work activities including internal audits.

Human Resources

General

All personnel whose daily activities directly affect the quality or services offered by the Company will be trained and competent in all aspects of their day to day procedures to meet the requirements expected by the customer.

Competence, Awareness and Training

• Directors Meetings are held every month, these are strategic meetings designed to discuss the current future aspects of the business.  Meeting minutes are recorded.
• Monthly staff meetings are held to brief staff on the status of the business and the goals for the next few months.  Meetings minutes are not recorded but presentations are stored.  This should be held on the last Friday of the month when possible.
• The Quality Management Team meets every four months and during this meeting considers the training needs of all personnel within the Company. Minutes of the meeting are recorded.
  • Quality Management Team meetings conform to ISO9001:2015 format requirements
• Directors Meeting and Monthly staff meetings feedback should be passed for discussion during Quality Management Meetings.
• RAG System provideds RED/AMBER/GREEN status tracking of maintenance logs of all plant, building and system resources.
• A summary of the experience, education and other qualifications of all staff are recorded. A record of all training courses attended by all staff is maintained by the Operations Manager and recorded along with further training needs which have been identified, the effectiveness of any training received will be evaluated. New employees are inducted in the Quality System and in all other areas by the Operations Manager. See Training Matrix
• All employees are encouraged to bring to the attention of management any training requirements which they feel they need to enhance their skills within the organization. These requests are reviewed by the Quality Management Team on a four monthly interval during Quality Management Audits.
• Staff can access their current training levels and competency via the company wide training matrix available on the online manual https://manual.maticmedia.co.uk/

Meeting Minute/Template Locations

Meeting Type	Location
Directors Meetings	Held with Alan Clarke
Monthly Staff Meeting Presentations	Held with Robert McCombe
Quality Management Team Minutes	Held with Andy Roddie (Quality Facilitator)
Weekly Operations Team Meeting Template	In Manual

Training Matrix

Training is an ongoing process at Matic Media Services Limited it is expect of all staff to be trained to the highest standard and to be constantly striving for the next level of competency.

Competency is measured through a 3 point system of...

1. In training
2. Competent
3. Expert (Capable of training others)

External training and expiration dates are recorded in the training matrix.

Training Matrix Location

The training matrix is held on the Nethdd.

https://maticmedia-my.sharepoint.com/:x:/g/personal/robert_maticmedia_onmicrosoft_com/ERnjj-rsBfBNkJK6Jx--s8gBhHtu7uhkG-4ikX4h-turRQ?e=QNgfy2

Infrastructure

Management will provide an environment in which the quality objectives and customer requirements are met. These will include :-

1. any environment which meets all regulatory requirements of health and safety regulations;
2. a workplace which ensures that the fabric of the building is maintained to ensure that the processes and the integrity of the product meet customer requirements;
3. a transport system which ensures that the product required by the customer is safe from any environmental factors which may cause damage or deterioration
4. Third party health and safety / fire audits are provided by HR Services annually

Infrastructure Reference Documentation

Document	Location
Plant & Equipment Register	See Document Register
RAG Board Maintenance	See Document Register
RAG Board Logs	See Document Register
Health & Safety Site Audits	See Document Register

Work Environment

Management will provide and mange a work environment needed to achieve conformity to product requirements as detailed in Infrastructure detailed above.

Management will provide an environment in which the quality objectives and customer requirements are met. These will include :-

1. any environment which meets all regulatory requirements of health and safety regulations;
2. a workplace which ensures that the fabric of the building is maintained to ensure that the processes and the integrity of the product meet customer requirements;
3. a transport system which ensures that the product required by the customer is safe from any environmental factors which may cause damage or deterioration

Clause 7.5 see Control of Documents

Specification Requirements

7.1 Resources

7.1.1 General

The organization shall determine and provide the resources needed for the establishment, 
implementation, maintenance and continual improvement of the quality management system.
The organization shall consider:

• a) the capabilities of, and constraints on, existing internal resources;
• b) what needs to be obtained from external providers.

7.1.2 People

The organization shall determine and provide the persons necessary for the effective implementation of its quality management system and for the operation and control of its processes.

7.1.3 Infrastructure

The organization shall determine, provide and maintain the infrastructure necessary for the operation of its processes and to achieve conformity of products and services.
NOTE Infrastructure can include:

• a)   buildings and associated utilities;
• b)   equipment, including hardware and software;
• c)   transportation resources;
• d)   information and communication technology.

7.1.4 Environment for the operation of processes

The organization shall determine, provide and maintain the environment necessary for the operation of its processes and to achieve conformity of products and services.

NOTE A suitable environment can be a combination of human and physical factors, such as:

• a)   social (e.g. non-discriminatory, calm, non-confrontational);
• b)   psychological (e.g. stress-reducing, burnout prevention, emotionally protective);
• c)   physical (e.g. temperature, heat, humidity, light, airflow, hygiene, noise).

These factors can differ substantially depending on the products and services provided.

7.1.5 Monitoring and measuring resources

7.1.5.1 General

The organization shall determine and provide the resources needed to ensure valid and reliable 
results when monitoring or measuring is used to verify the conformity of products and services to 
requirements.

The organization shall ensure that the resources provided:

• a) are suitable for the specific type of monitoring and measurement activities being undertaken;
• b) are maintained to ensure their continuing fitness for their purpose.

The organization shall retain appropriate documented information as evidence of fitness for purpose of 
the monitoring and measurement resources.

7.1.5.2 Measurement traceability

When measurement traceability is a requirement, or is considered by the organization to be an essential part of providing confidence in the validity of measurement results, measuring equipment shall be:

• a) calibrated or verified, or both, at specified intervals, or prior to use, against measurement standards traceable to international or national measurement standards; when no such standards exist, the basis used for calibration or verification shall be retained as documented information;
• b) identified in order to determine their status;
• c) safeguarded from adjustments, damage or deterioration that would invalidate the calibration status and subsequent measurement results.

The organization shall determine if the validity of previous measurement results has been adversely affected when measuring equipment is found to be unfit for its intended purpose, and shall take appropriate action as necessary.

7.1.6 Organizational knowledge

The organization shall determine the knowledge necessary for the operation of its processes and to achieve conformity of products and services.

This knowledge shall be maintained and be made available to the extent necessary.

When addressing changing needs and trends, the organization shall consider its current knowledge and determine how to acquire or access any necessary additional knowledge and required updates

7.2 Competence

The organization shall:

• a) determine the necessary competence of person(s) doing work under its control that affects the 
  performance and effectiveness of the quality management system;
• b) ensure that these persons are competent on the basis of appropriate education, training, or experience;
• c) where applicable, take actions to acquire the necessary competence, and evaluate the effectiveness of the actions taken;
• d) retain appropriate documented information as evidence of competence.

NOTE Applicable actions can include, for example, the provision of training to, the mentoring of, or the reassignment of currently employed persons; or the hiring or contracting of competent persons.

7.3 Awareness

The organization shall ensure that persons doing work under the organization’s control are aware of:
a) the quality policy;
b) relevant quality objectives;
c) their contribution to the effectiveness of the quality management system, including the benefits of 
improved performance;
d) the implications of not conforming with the quality management system requirements.

7.4 Communication

The organization shall determine the internal and external communications relevant to the quality 
management system, including:

• a) on what it will communicate;
• b) when to communicate;
• c) with whom to communicate;
• d) how to communicate;
  e) who communicates.

7.5 Documented information

7.5.1 General

The organization’s quality management system shall include:

• a) documented information required by this International Standard;
• b) documented information determined by the organization as being necessary for the effectiveness 
  of the quality management system.
  

7.5.2 Creating and updating

When creating and updating documented information, the organization shall ensure appropriate:

• a) identification and description (e.g. a title, date, author, or reference number);
• b) format (e.g. language, software version, graphics) and media (e.g. paper, electronic);
• c) review and approval for suitability and adequacy.

7.5.3 Control of documented information

7.5.3.1 Documented information required by the quality management system and by this International Standard shall be controlled to ensure:

• a) it is available and suitable for use, where and when it is needed;
• b) it is adequately protected (e.g. from loss of confidentiality, improper use, or loss of integrity).

7.5.3.2 For the control of documented information, the organization shall address the following activities, as applicable:

• a) distribution, access, retrieval and use;
• b) storage and preservation, including preservation of legibility;
• c) control of changes (e.g. version control);
• d) retention and disposition.

Documented information of external origin determined by the organization to be necessary for the planning and operation of the quality management system shall be identified as appropriate, and be controlled.

Documented information retained as evidence of conformity shall be protected from unintended alterations.

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.  

• This is represented as a ticket within the helpdesk system.
• Enquiries have a unique tracking number known as a Ticket Number

Enquiry Contexts

Enquiries can be classified into the following contexts...

• Sales Enquiry
• Order Progress Enquiry
• Artwork Enquiry
• Complaint

Enquiry Statuses

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

Quote

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

• Quotes have a unique tracking number generated by the system

Quote Statuses

Quotes can have the following statuses

• Draft
• Sent
• Opened
• Active
• Active Sale
  
• Dead

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

• Awaiting Operations Acceptance
• Active
• Awaiting Endpoint Completion
• Awaiting Invoice
• Complete
• Cancelled

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...

• Draft
• Requisition
• Awaiting Supplier Confirmation
• Awaiting Delivery
• Awaiting Invoice
• Complete

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:

• Active Process....
• Active
• Inactive
• Complete

Artwork

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

• Width
• Height
• Quantity
• Unique Fingerprint (generated by creating a unique hash of the document file, prevents collisions)

Endpoint

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

Endpoints can be of two types...

• Pick up
• Delivery

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

Example Job Sheet

Example Ticket/Enquiry

Example Quote (Backend)

Example Quote (Frontend)

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...

• Sales Enquiry
• Artwork
• Order Tracking
• Compliant

Each ticket categorisation has it's own process channel.

Zammad Ticket System

Zammad Ticket Systems tracks

• Customer Details
• Interaction Dates 
• External Communication
• Internal Communication

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

• The Operations Director has the responsibility of assessing suppliers/sub-contractors who supply goods which are considered fundamental in maintaining quality within the Company
• Acceptability is based on the Company’s previous experience in dealing with suppliers/sub-contractors
• Where a firm wishes to be added to the list of approved suppliers/sub-contractors it will be the subject of an assessment carried out under the supervision of the Operations Director.
  • An auto block is added by the Matic Track to prevent any purchase order approval until a supplier has underwent review,
• Suppliers list is maintained automatically via the MaticTrack system.
  • After 3 months of inactivity a supplier is set to reapproval, when they are next used for a purchased order a person with suitable permissions will review the supplier to see if they can be reactivated.  This forces us to automatically maintain our suppliers list.
    • Current Authorised Reviewers
      • Managing Director
      • Operations Director
• All suppliers are detailed on the computer system under Suppliers, which is reviewed on an annual basis. 
  • Suppliers Dashboard :: Sales Management (maticmedia.co.uk)

Purchasing Information

• All orders are the subject of a Purchase Requisition and Purchase Order. Prior to despatch they are reviewed and authorised by one of the authorised purchasers, this is controlled by system privileges control.
• Purchase Order Forms are generated by the system and detail the Purchase Order Number, suppliers name and address, description of goods, quantity and unit price;
• The Purchase Order Number is allocated in numeric order by the computer system and each number is unique;
• Purchase orders are emailed to suppliers, orders can not be placed without an official purchase order.
• The description used in order documents or in verbal orders precisely specifies the materials, uses the customer’s description wherever possible and includes the following, where applicable;
  • the type, class, style, grade or other precise information;
  • the title or other possible identification including detailed reference to British Standards or International Standards, and applicable issue of specifications, drawings, process requirements, inspection instructions and other relevant technical data, including requirements for approval or qualification of product, procedures, process equipment and personnel;
  • the title, number and issue of the Quality System International Standard to be applied to the product;
  • specific identification or marking requirements of the goods to be supplied;
  • particular packaging or handling requirements;
  • the provision of all necessary test and/or goods certification as required.

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

• SOURCE OF GOODS – invoices indicate which goods are from a source which holds third party certification;
• goods which are purchased from a supplier which holds third party certification are given a visual inspection before despatch to the supplier;
• no goods are despatched to the customer until the Goods Inwards Inspection procedure has been completed.

Purchasing Process

8.5 Production & Service Provision

Control of Production and Service Provision

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...

• Customer Information
  • Company Details
  • Contact Details
•  Sales
  • QuickQuotes
  • Quotes
  • Carts
  • Orders
  • Payments
  • Artwork
  • Catalogue
  • Customer Price Lists
• Operations
  • Projects
  • Jobs
  • Endpoints
  • Dispatch
  • Stock
  • Job Planning
  • Plant & Building Maintenance
• Purchasing
  • Remittances
  • Purchase Orders
  • Suppliers
• Accounts
  • Invoicing
  • Credits
  • Journals
• Marketing
  • Marketing Lists
  • Third Party Systems Integration
• Graphic Warehouse Website
  • CMS
  • Ecommerce
  • Blog

Validation of Processes for Production and Service Provision

• Operators will carry out their duties as per the Job Pack which are issued by the Operations Manager.
• All operators sign the Job Pack on completion of their specific task before the job proceeds to the next part of the process.
• The operators signature signifies that in-process inspection has taken place.
• Maintenance records are updated at the required intervals to ensure that maintenance checks on plant equipment are being carried out.

Identification and Traceability

• All orders accepted by the Company are allocated a job number which is unique to that particular order.  This is made up of a prefix representing the order source and a unique tracking number ending with a version control number.
  • QUO:12345:01 
    • Source: Quote
    • Identification Number: Quote 12345
    • Version Number: 01
  • WEB:12345:01
    • Source: Web Order
    • Identification Number: Order 12345
    • Version Number: 01
• Redo of external non conformance numbers are tracked with a prefix of RED e.g.
  • RED:WEB:12345:01
• Invoices Identification is automatically assigned based on the order id e.g.
  • If order is WEB:12345, the invoice id will be WEB:12345
  • Duplicate invoices numbers are not allowed therefore duplicate invoicing is impossible
• A Project is allocated to each order with details which correspond to customer requirements.
  • A Project has many Jobs
  • A Project as many Endpoints
  • A Job has many Artworks
• A Job represents a list of production processes and the current production process that is active
• Each operator completes the Job process step on completion of his area of responsibility. 
  • This completion represents a quality control check. 
  • An operator cannot complete a process without having completed training in that process for QA
• Any product which is rejected, for any reason, will have a rejected self-adhesive sticker attached and placed in a quarantine area of the factory.
• All Job Bags are held digitally for a minimum of 2 years.
• The current test status and test and inspection results are detailed on the Job including final inspection, this is stored are logs digitally on MaticTrack.

Stock Control & Storage

• Stock is held and controlled as per supplier data sheets depending on the product.
• Stock is identified, where needed labelled and grouped as per its type.
• Stock is organised into three types

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

Partial Use Stock / Offcuts

Stock Identification

Stockheld

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

• A project endpoint represents the last stage of a Project.
• Each Project may have multiple endpoints
• An endpoint must be of the type;
  • Pickup - The customer is arranging collection
  • Delivery - The Company is arranging delivery
    • Delivery endpoints must have an address

Quality Control Aspects

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

• Package Dimensions
• Number of Packages
• Project Element Quantities
• Correct Artwork Packed
• Last Seen Quality Check
• Photographs if required have been taken

Endpoint Process

Dispatch Notes

Dispatch notes are a unique identifier that represents...

• The Project
• What was packaged
• The number of packages
• Courier Tracking Information
• Time packed

 

8.7 Control of Non-Conformance Outputs

Overview

• Any product which show a non-conformance are recorded & disposed off or set aside in a quarantine area to be recorded to ensure that they are not despatched to the customer
• All product or aspects of service such as delivery times or customer complaints which show a non-conformance are reviewed by the Operations Director
• Non-Conforming product may be:-
  • re-worked to meet the specified requirements, or
  • accepted with or without repair by concession, or
  • regarded for alternative applications, or
  • rejected or scrapped.
• Any product which is repaired or re-worked is inspected to check that they meet the specification and the findings are recorded.
• Where it is proposed that non-conforming product or aspects of the service are to be accepted by the customer by concession then this is discussed with the customer and details are recorded.
• If, after delivery to the customer, it is discovered that non-conforming product has been supplied then the customer is advised accordingly
• Any product which has been rejected or returned is held in a quarantine area for possible re-work or re-use. Any material which cannot be re-worked is scrapped.

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

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:

• a) determining the requirements for the products and services;
• b) establishing criteria for:
  • 1) the processes;
  • 2) the acceptance of products and services;
• c) determining the resources needed to achieve conformity to the product and service requirements
• d) implementing control of the processes in accordance with the criteria;
• e) determining, maintaining and retaining documented information to the extent necessary:
  • 1) to have confidence that the processes have been carried out as planned;
  • 2) to demonstrate the conformity of products and services to their requirements.

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:

• a) providing information relating to products and services;
• b) handling enquiries, contracts or orders, including changes;
• c) obtaining customer feedback relating to products and services, including customer complaints;
• d) handling or controlling customer property;
• e) establishing specific requirements for contingency actions, when relevant.

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:

• a) the requirements for the products and services are defined, including:
  • 1) any applicable statutory and regulatory requirements;
  • 2) those considered necessary by the organization;
• b) the organization can meet the claims for the products and services it offers.

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:

• a) requirements specified by the customer, including the requirements for delivery and post delivery activities;
• b) requirements not stated by the customer, but necessary for the specified or intended use, when 
  known;
• c) requirements specified by the organization;
• d) statutory and regulatory requirements applicable to the products and services;
• e) contract or order requirements differing from those previously expressed.

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:

• a) on the results of the review;
• b) on any new requirements for the products and services

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:

• a) the nature, duration and complexity of the design and development activities;
• b) the required process stages, including applicable design and development reviews;
• c) the required design and development verification and validation activities;
• d) the responsibilities and authorities involved in the design and development process;
• e) the internal and external resource needs for the design and development of products and services;
• f) the need to control interfaces between persons involved in the design and development process;
• g) the need for involvement of customers and users in the design and development process;
• h) the requirements for subsequent provision of products and services;
• i) the level of control expected for the design and development process by customers and other relevant interested parties;
• j) the documented information needed to demonstrate that design and development requirements 
  have been met.

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:

• a) functional and performance requirements;
• b) information derived from previous similar design and development activities;
• c) statutory and regulatory requirements;
• d) standards or codes of practice that the organization has committed to implement;
• e) potential consequences of failure due to the nature of the products and services.

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:

• a) the results to be achieved are defined;
• b) reviews are conducted to evaluate the ability of the results of design and development to meet requirements;
• c) verification activities are conducted to ensure that the design and development outputs meet the input requirements;
• d) validation activities are conducted to ensure that the resulting products and services meet the requirements for the specified application or intended use;
• e) any necessary actions are taken on problems determined during the reviews, or verification and validation activities;
• f) documented information of these activities is retained.

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:

• a) meet the input requirements;
• b) are adequate for the subsequent processes for the provision of products and services;
• c) include or reference monitoring and measuring requirements, as appropriate, and acceptance criteria;
• d) specify the characteristics of the products and services that are essential for their intended purpose and their safe and proper provision.
• The organization shall retain documented information on 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:

• a) design and development changes;
• b) the results of reviews
• c) the authorization of the changes;
• d) the actions taken to prevent adverse impacts.

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:

• a) products and services from external providers are intended for incorporation into the organization’s own products and services;
• b) products and services are provided directly to the customer(s) by external providers on behalf of the organization;
• c) a process, or part of a process, is provided by an external provider as a result of a decision by the organization.

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:

• a) ensure that externally provided processes remain within the control of its quality management system;
• b) define both the controls that it intends to apply to an external provider and those it intends to apply 
  to the resulting output;
• c) take into consideration:
  • 1) the potential impact of the externally provided processes, products and services on the 
    organization’s ability to consistently meet customer and applicable statutory and regulatory 
    requirements;
  • 2) the effectiveness of the controls applied by the external provider
• d) determine the verification, or other activities, necessary to ensure that the externally provided processes, products and services meet requirements

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:

• a) the processes, products and services to be provided;
• b) the approval of:
  • 1) products and services;
  • 2) methods, processes and equipment;
  • 3) the release of products and services;
• c) competence, including any required qualification of persons;
• d) the external providers’ interactions with the organization;
• e) control and monitoring of the external providers’ performance to be applied by the organization;
• f) verification or validation activities that the organization, or its customer, intends to perform at the external providers’ premises.

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:

• a) the availability of documented information that defines:
  • 1) the characteristics of the products to be produced, the services to be provided, or the activities 
    to be performed;
  • 2) the results to be achieved;
• b) the availability and use of suitable monitoring and measuring resources;
• c) the implementation of monitoring and measurement activities at appropriate stages to verify that 
  criteria for control of processes or outputs, and acceptance criteria for products and services, 
  have been met;
• d) the use of suitable infrastructure and environment for the operation of processes;
• e) the appointment of competent persons, including any required qualification;
• f) the validation, and periodic revalidation, of the ability to achieve planned results of the processes for production and service provision, where the resulting output cannot be verified by subsequent monitoring or measurement;
• g) the implementation of actions to prevent human error;
• h) the implementation of release, delivery and post-delivery activities.

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:

• a) statutory and regulatory requirements;
• b) the potential undesired consequences associated with its products and services;
• c) the nature, use and intended lifetime of its products and services;
• d) customer requirements;
• e) customer feedback.

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:

• a) evidence of conformity with the acceptance criteria;
• b) traceability to the person(s) authorizing the release.

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:

• a) correction;
• b) segregation, containment, return or suspension of provision of products and services;
• c) informing the customer;
• d) obtaining authorization for acceptance under concession.
• Conformity to the requirements shall be verified when nonconforming outputs are corrected.

8.7.2 The organization shall retain documented information that:

• a) describes the nonconformity;
• b) describes the actions taken;
• c) describes any concessions obtained;
• d) identifies the authority deciding the action in respect of the nonconformity

9. Performance Evaluation

9.1 Monitoring, Measurement, Analysis & Evaluation

Overview

The purpose of this procedure is to ensure that all product manufactured by the Company conforms to customer requirements by means of continuous inspection during all stages of the Quality System. This applies to all personnel whose activities during the manufacturing process may affect the quality of the product or service.

Due to the nature of Process Control during manufacture by the Company, there are no requirements for verification of quality by this method. Should the need arise, procedures will be established. This policy is reviewed at Management Review Meetings.

Customer Complaints

Customer complaints and tracking is detailed in Customer Complaints procedure.

Customer Satisfaction

 Customer satisfaction is measured by the use of Key Performance Indicators listed below

Indicator	Description
On Time Delivery	Percentage of jobs dispatched on time or early
Date Changed	Percentage of projects where the due date has changed from the original system date
Return Rate / Complaint Rate	Number of Projects that reached the customer in a non-compliancy state
Internal Non Conformances	Number of Non-conformances caught in the building
External Non Conformances	Number of Non-conformances caught by customer
Number of Credits Raises	Refund rate

Sales staff, which includes the Sales Director and Sales Representatives contact customers on a regular basis either by telephone, e-mail or meetings to determine whether any customers are encountering problems with any aspect of the product or service offered by the Company.

The Sales Representatives complete a weekly sales report which details any failure with either product or service supplied by the Company.

The Sales Reports are reviewed by the Sales Director on a weekly basis and from his conclusions a Corrective or Preventive Action is instigated to rectify or prevent a re-occurrence of either a problem or potential problems.

All findings from these reports are discussed and documented fully at Management Review Meetings & Directors Meetings.

Monitoring and Measurement of Processes

The way in which the Company conducts Internal Audits is described in Internal Audits

Due to the nature of Process Control during manufacture by the Company, there is no requirement for verification of quality by this method. Should the need arise procedures will be established. This policy is reviewed at Management Review Meetings.

Monitoring and Measurement of Product

GOODS INWARDS

Supplies which are delivered to the Company are checked by the Stores person upon receipt.

• A visual inspection is carried out to ensure that there are no visible defects and that the order quantity is correct.
• After completing this check he signs the Delivery Note.
• No supplies are taken into stock until this check has taken place.

IN-PROCESS INSPECTION

Before the manufacturing process begins the operator will inspect the material to be used visually to ensure there are no obvious defects.

• The operator will ensure that the Job Pack allocated to the particular job has been signed at the previous operation by the relevant personnel.
• The operator will ensure that the Job Pack allocated to the particular job has been signed off at the previous operation by the relevant personnel. All details are entered  on the Production Control Computer System.

FINAL INSPECTION

The operator checks visually for any apparent defects.

• If the product meets the requirements stipulated by the customer the operator signs off the job, via the computer system.

INSPECTION and TEST RECORDS

Records of all Inspection and Test procedures are kept in hard copy in the form of individual Job Bags for each Job and backed up on the electronic computer system.

Control of Non-Conforming Product

Any product which show a non-conformance are set aside in a quarantine area to ensure that they are not despatched to the customer

All product or aspects of service such as delivery times or customer complaints which show a non-conformance are reviewed by the Managing Director

Non-Conforming product may be:-

• re-worked to meet the specified requirements, or
• accepted with or without repair by concession, or
• regarded for alternative applications, or
• rejected or scrapped.

Any product which is repaired or re-worked is inspected to check that they meet the specification and the findings are recorded.

Where it is proposed that non-conforming product or aspects of the service are to be accepted by the customer by concession then this is discussed with the customer and details are recorded.

If, after delivery to the customer, it is discovered that non-conforming product has been supplied then the customer is advised accordingly

Any product which has been rejected or returned is held in a quarantine area for possible re-work or re-use. Any material which cannot be re-worked is scrapped

Analysis of Data

The Company monitors customer satisfaction with the products and services provided by the Company by means of feedback obtained by the Sales Director, Sales Rep and telephone conversations obtained by Admin staff during their day to day activities.

All Corrective/Preventive Actions are discussed fully at Management Review Meetings, to establish if there are any trends emerging which can be rectified by any Preventive Action taken by the Company.

All customer complaints received are discussed at Review Meetings to establish whether a change in the way the Company operates would be beneficial to meeting customer requirements.

The results of all Internal Audits are discussed to ensure that the Quality System is operating to the standards expected by the organisation.

Spec Requirements

9.1     Monitoring, measurement, analysis and evaluation

9.1.1 General

The organization shall determine:

• a) what needs to be monitored and measured;
• b) the methods for monitoring, measurement, analysis and evaluation needed to ensure valid results;
• c) when the monitoring and measuring shall be performed;
• d) when the results from monitoring and measurement shall be analysed and evaluated. The organization shall evaluate the performance and the effectiveness of the quality management system. The organization shall retain appropriate documented information as evidence of the results

9.1.2 Customer satisfaction

The organization shall monitor customers’ perceptions of the degree to which their needs and expectations have been fulfilled. The organization shall determine the methods for obtaining, monitoring and reviewing this information.

NOTE Examples of monitoring customer perceptions can include customer surveys, customer feedback on delivered products and services, meetings with customers, market-share analysis, compliments, warranty  claims and dealer reports.

9.1.3 Analysis and evaluation

The organization shall analyse and evaluate appropriate data and information arising from monitoring 
and measurement.

The results of analysis shall be used to evaluate:

• a) conformity of products and services;
• b) the degree of customer satisfaction;
• c) the performance and effectiveness of the quality management system;
• d) if planning has been implemented effectively;
• e) the effectiveness of actions taken to address risks and opportunities;
• f) the performance of external providers;
• g) the need for improvements to the quality management system.

NOTE Methods to analyse data can include statistical techniques

9.2 Internal Audit

Internal Audits

Internal Audits are carried out by personnel on aspects of the Quality System for which they have no direct responsibility, whenever possible.

The main audits are carried out by the Quality Facilitator and the Operations Director audits the auditing activities of the Quality Facilitator. Both the Quality Facilitator and Operations Director have been trained in auditing techniques.

Internal quality audits are carried out to ensure that the requirements of the Quality System have been executed.

In carrying out such audits the Quality Facilitator or Operations Director details all findings on the Quality Audit questionnaire

The Quality Facilitator or Operations Director summarises his findings on the Audit Report sheet.

Where deviation is found a copy of the Audit Report is given to the person or persons responsible for the activity.

In the event of a non-conformance being found in Monitoring and Measurement of Processes is initiated and all paperwork corresponding to this procedure is raised.

The Corrective Action is verified by the Quality Facilitator or Operations Director who certifies the same on the Audit Report.

The Quality Facilitator or Operations Director plan their audits on a scheduled basis using the Quality Audit Matrix but the timetable may alter as a result of observations made during the audit.

[TODO]

Other internal audits include...

• Add in the weekly Operational Reports
  • on a non set schedule
• Add in the weekly Production Reports
  • on a non set schedule
• Add in examples of Internal Audits e.g. Job Numbers and MaticTrack links
  • In internal audits
• Add in results of Weekly Gemba walks

The whole system is audited at least once per year by an external auditor.

Spec Requirements

9.2 Internal audit

9.2.1 The organization shall conduct internal audits at planned intervals to provide information on whether the quality management system:

• a) conforms to:
  • 1) the organization’s own requirements for its quality management system;
  • 2) the requirements of this International Standard;
• b) is effectively implemented and maintained.

9.2.2 The organization shall:

• a) plan, establish, implement and maintain an audit programme(s) including the frequency, methods, responsibilities, planning requirements and reporting, which shall take into consideration the importance of the processes concerned, changes affecting the organization, and the results of previous audits;
• b) define the audit criteria and scope for each audit;
• c) select auditors and conduct audits to ensure objectivity and the impartiality of the audit process;
• d) ensure that the results of the audits are reported to relevant management;
• e) take appropriate correction and corrective actions without undue delay;
• f) retain documented information as evidence of the implementation of the audit programme and the audit results.

9.3 Management Review

Management Review

Matic Media Services Limited management shall review the organisation’s Quality Management System, at defined intervals of every 4 months to coincide with internal audits, to ensure its continuing suitability, adequacy and effectiveness. The review shall include assessing opportunities for further improvement and any need for changes to the Quality Management System including the Quality Policy and Objectives in meeting the quality policy and objectives records of such reviews will be maintained.

Review Input

The input of these reviews shall comprise of the management committee which is chaired by the Managing Director. These reviews shall include information on:

• The Quality Facilitator reports results of audit findings, that have been carried out for the previous quarter
• The committee discuss customer feedback and decide on any recommendations related to the resource needs that is related to the product that is related to the customer’s requirements.
• The committee discuss process performance related to the product so to ensure its conformity.
• Any follow-up actions from previous management review meetings shall be discussed to ensure any preventive and corrective actions that were raised.
• Any changes that are needed to improve the Quality Management System shall be discussed and recommended for improvement.
• Changes to Quality Policy and Quality Objectives

[TODO]

• Slacken off the to at least ones a year rather than every 4 months.
• Small business - operational birds eye view all the time
• Formal vs informal approve
• AGILE approach to improvements and continual improvement

Review Output

The output from management reviews will include any decisions and actions related to the improvement and the effectiveness, and to enhance customer satisfaction by meeting our customer requirements.

Review outputs include

• Decisions taken on any non conformances which have been identified.
• Results of corrective and preventive actions arising from such complaints.
• The effectiveness of any changes made to the Quality Manual, Quality Procedure Manual or the Company’s Quality Policy.
• The distribution of new or altered quality records.
• The results of internal audits.
• The results of any training received by personnel.
• Any resource needs identified

Spec Requirements

9.3 Management review

9.3.1 General

Top management shall review the organization’s quality management system, at planned intervals, to ensure its continuing suitability, adequacy, effectiveness and alignment with the strategic direction of the organization.

9.3.2 Management review inputs

The management review shall be planned and carried out taking into consideration:

• a) the status of actions from previous management reviews;
• b) changes in external and internal issues that are relevant to the quality management system;
• c) information on the performance and effectiveness of the quality management system, including 
  trends in:
  • 1) customer satisfaction and feedback from relevant interested parties;
  • 2) the extent to which quality objectives have been met;
    3) process performance and conformity of products and services;
  • 4) nonconformities and corrective actions;
  • 5) monitoring and measurement results;
    6) audit results;
  • 7) the performance of external providers;
  • d) the adequacy of resources;
  • e) the effectiveness of actions taken to address risks and opportunities (see 6.1);
  • f) opportunities for improvement.

9.3.3 Management review outputs

The outputs of the management review shall include decisions and actions related to:

• a) opportunities for improvement;
• b) any need for changes to the quality management system;
• c) resource needs.

The organization shall retain documented information as evidence of the results of management reviews.

10. Improvement

Corrective Action

All staff are responsible for raising Corrective Action requests.

Final responsibility for this procedure lies with the Quality Facilitator who ensures that appropriate actions are implemented to address non-conformacies found in the system and that such corrective actions are effective

Corrective Action requests are initiated by the Quality Facilitator or a delegated member of staff on the identification of a problem be it:

• a non-conformance
• customer complaint
• internal or external audit observations
• or other means of identifying problems or weaknesses in the Quality System

The Quality Facilitator discusses the Corrective Action Request with the appropriate Management individual to determine the Corrective Action to be taken, with completion date.

On completion of the Corrective Action, the Quality Facilitator will verify and endorse that the necessary action has been successfully taken, and completes the Corrective Action Request Form.

The Quality Facilitator constantly reviews and monitors the Corrective Action Request Forms to ensure the cases are no repetitive.

Corrective Actions, Customer Complaints, results of internal and external audits and relevant appropriate Quality System issues are discussed at Management Review Meetings or sooner, if necessary.

All Corrective Action Requests are recorded on the system and are allocated a unique number which corresponds to the Job Card number and Order number and details of any rectification or Re-Work are recorded on the documentation within the Job Bag. Any Corrective Actions raised through the QMS are recorded in the Non-Conformance Tracker

Preventive Action

All staff  are responsible for raising Preventive Actions Requests

Final responsibility for this procedure lies with the Quality Facilitator who ensures that the appropriate actions are implemented to prevent any potential non-conformances found in the system, and that such Preventive Actions are effective.

Preventive Action Requests are initiated by the Quality Facilitator or a delegated member of staff.

The Quality Facilitator discusses the Preventive Action Request with the appropriate Management individual to determine the appropriate Preventive Action to be taken.

On completion of the Preventive Action, the Quality Facilitator will verify and endorse that the necessary action taken has been successful, and completes the register.

Preventive Actions are taken by monitoring results of Internal and External Audits, customer feedback and issues discussed at Management Review Meetings.

Preventive Actions may take the form of goals and objectives set by the Company for future reference.

Spec Requirements

10.1 General

The organization shall determine and select opportunities for improvement and implement any 
necessary actions to meet customer requirements and enhance customer satisfaction.

These shall include:

a) improving products and services to meet requirements as well as to address future needs and 
expectations;
b) correcting, preventing or reducing undesired effects;
c) improving the performance and effectiveness of the quality management system.

NOTE Examples of improvement can include correction, corrective action, continual improvement, 
breakthrough change, innovation and re-organization.

10.2 Nonconformity and corrective action

10.2.1 When a nonconformity occurs, including any arising from complaints, the organization shall:

• a) react to the nonconformity and, as applicable:
  • 1) take action to control and correct it;
  • 2) deal with the consequences;
• b) evaluate the need for action to eliminate the cause(s) of the nonconformity, in order that it does not  recur or occur elsewhere, by:
  • 1) reviewing and analysing the nonconformity;
  • 2) determining the causes of the nonconformity;
  • 3) determining if similar nonconformities exist, or could potentially occur;
• c) implement any action needed;
• d) review the effectiveness of any corrective action taken;
• e) update risks and opportunities determined during planning, if necessary;
• f) make changes to the quality management system, if necessary.
  

Corrective actions shall be appropriate to the effects of the nonconformities encountered.

10.2.2 The organization shall retain documented information as evidence of:

• a) the nature of the nonconformities and any subsequent actions taken;
• b) the results of any corrective action.
  

10.3 Continual improvement

The organization shall continually improve the suitability, adequacy and effectiveness of the quality management system 

The organization shall consider the results of analysis and evaluation, and the outputs from management review, to determine if there are needs or opportunities that shall be addressed as part of continual improvement.

Specification Document & Requirements

Overview

Document link below contains the ISO 9001:2015 specification requirements.

ISO9001-2015.pdf

Minimum Requirements

Organisation Context

The organization shall determine external and internal issues that are relevant to its purpose and its strategic direction and that affect its ability to achieve the intended result(s) of its quality management system.

The organization shall monitor and review information about these external and internal issues

Understanding the needs and expectations of interested parties

Due to their effect or potential effect on the organization’s ability to consistently provide products and 
services that meet customer and applicable statutory and regulatory requirements, the organization 
shall determine:

• a) the interested parties that are relevant to the quality management system;
• b) the requirements of these interested parties that are relevant to the quality management system.

The organization shall monitor and review information about these interested parties and their relevant requirements

Determining the scope of the quality management system

The organization shall determine the boundaries and applicability of the quality management system 
to establish its scope

Quality management system and its processes

The organization shall establish, implement, maintain and continually improve a quality management system, including the processes needed and their interactions, in accordance with the requirements of this International Standard.

The organization shall determine the processes needed for the quality management system and their 
application throughout the organization, and shall:

• a) determine the inputs required and the outputs expected from these processes;
• b) determine the sequence and interaction of these processes;
• c) determine and apply the criteria and methods (including monitoring, measurements and related 
  performance indicators) needed to ensure the effective operation and control of these processes;
• d) determine the resources needed for these processes and ensure their availability;
• e) assign the responsibilities and authorities for these processes;
• f) address the risks and opportunities as determined in accordance with the requirements of 6.1;
• g) evaluate these processes and implement any changes needed to ensure that these processes achieve 
  their intended results;
• h) improve the processes and the quality management system.
  

Leadership and commitment

General

Top management shall demonstrate leadership and commitment with respect to the quality 
management system by:

• a) taking accountability for the effectiveness of the quality management system;
• b) ensuring that the quality policy and quality objectives are established for the quality management 
  system and are compatible with the context and strategic direction of the organization;
• c) ensuring the integration of the quality management system requirements into the organization’s 
  business processes;
• d) promoting the use of the process approach and risk-based thinking;
• e) ensuring that the resources needed for the quality management system are available;
• f) communicating the importance of effective quality management and of conforming to the quality 
  management system requirements;
• g) ensuring that the quality management system achieves its intended results;
• h) engaging, directing and supporting persons to contribute to the effectiveness of the quality 
  management system;
• i) promoting improvement;
• j) supporting other relevant management roles to demonstrate their leadership as it applies to their 
  areas of responsibility

 

 

 

Previous Version

Overview

Previous documentation can be found on the Nethdd under H&S and Quality folder in Matic Media Services Limited.  Previous version was last updated December 2022 and is superseded by this online version.

Nethdd Location

\\192.168.0.10\root\CUSTOMERS\M\MATIC MEDIA SERVICES LTD\Generic Files\H&S and Quality\ISO

Word Version of QAM and QPM

• MATIC MEDIA QAM 2019.docx
• MATIC MEDIA QPM 2019.docx

Document Register

Overview

This page covers the relevant data records for quality and their location.

Documents

Record / Document	Description	Location
KPI Reports	Lists Key Performance Indicators, used for measuring customer satisfaction	Operations KPI Report - MaticTrack (maticmedia.co.uk)
Non-conformance Internal	Listing of internal non-conformance records	Operations KPI Report - MaticTrack (maticmedia.co.uk)
Non-conformance External	Listing of external non-conformance records	Operations KPI Report - MaticTrack (maticmedia.co.uk)
Approved Suppliers List	List of approved suppliers and the last time they were audited	Suppliers Management :: MaticTrack (maticmedia.co.uk)
Plant & Equipment Register	Register of Equipment	RAG Board - MaticTrack (maticmedia.co.uk)
Plant & Equipment Maintenance Logs	RAG Board Logs	Logs - RAG Board - MaticTrack (maticmedia.co.uk)
Current Stock List & Check	The current list of stocks and their levels / quality audits	https://1drv.ms/x/s!AgZhmG8o-MafgpI3vhiU0l8wECmm2A?e=GWipko
Training Matrix	Measures employee competency on a degree of 0 to 3	\\192.168.0.10\nethdd\Staff Folder\Administration\Training\Training Matrix - 2021.xlsx
Calibration and Maintenance Logs (Outside RAG System)	Contains all calibration and maintenance logs not tracked by the RAG system e.g. EICR certification, PAT testing	https://maticmedia-my.sharepoint.com/:f:/g/personal/robert_maticmedia_onmicrosoft_com/EtUzTuC5O2dAj6YuSHr368gBtHTlkjCxKgJpj1c1SFi4AQ?e=gMb1Gp
Directors Meetings, Targets & Objectives & Quality Management Meetings		https://maticmedia-my.sharepoint.com/:f:/g/personal/robert_maticmedia_onmicrosoft_com/EiqkTxad2GxFgSEz_5xOfFUBZqKYdtO2BLUd8zxkY1M_5w?e=xoyR4X
Internal Audits & Audit Schedule		https://maticmedia-my.sharepoint.com/:f:/g/personal/robert_maticmedia_onmicrosoft_com/EuUlBqCo_BxHitrGkC1kTC0BRCSe3gGGZJc7PBpKR7o5Ag?e=FMgd4n
Customer Satisfaction Surveys	Legacy	https://maticmedia-my.sharepoint.com/:f:/g/personal/robert_maticmedia_onmicrosoft_com/EplkrJ22s-xGoXd2c91UsR4BV4mNwkalC5ti7_2lShgxQg?e=C8KN0j

External Audit Reports

Audit Type	Auditor	Date	Client Report
Surveillance Audit	SGS	08/03/2018	GBNS231640_C3SUR2_Remote Audit_Customer REPORT - v1.pdf
Surveillance Audit	SGS	08/03/2019	Last Cnt MATIC MEDIA_GB-NS_231640_V1_CLIENT REPORT.pdf
Surveillance Audit	SGS	08/03/2020	MATICMEDIA_GB-NS_231640_V2_NEW CLIENT REPORT .pdf
Surveillance Audit	SGS	08/03/2021	MATIC MEDIA_GB-NS_231640_V3_CLIENT REPORT.pdf
Focus Visit	LRQA	08/12/2022	LRQ00004856_AR_5686086_12839558_202212081408.pdf.pdf
Renewal Audit	LRQA	09/05/2023	LRQ00004856_AR_5979106_13656986_202305061155 - For approval by certificate award.pdf

Current Certificate

00040478-QMS-ENGUS-UKAS.PDF