Issue: 1.

0 Rev: 0

QUALITY MANAGEMENT SYSTEM

OVERVIEW

Co Name AND/OR LOGO

Company Address: XXXXXXX

Company Registered Number: XXXXXXX

Scope of Certification

Including:

Additional Scope Regulation Specifics, for example;

Estate Agents,
RICS.
Contents
Company Address: ........................................................................................................... - 0 -
Scope of Certification ........................................................................................................ - 0 -
ORGANISATION PROFILE .............................................................................................. - 3 -
ORGANISATION FOREWORD ........................................................................................ - 3 -
QUALITY POLICY ............................................................................................................ - 4 -
Context of the Organisation ........................................................................................... - 5 -
Leadership .................................................................................................................... - 5 -
Planning ........................................................................................................................ - 5 -
Support.......................................................................................................................... - 6 -
Operation ...................................................................................................................... - 8 -
Performance Evaluation ................................................................................................ - 8 -
Life Cycle Perspective ........................................................ Error! Bookmark not defined.
Improvement ............................................................................................................... - 10 -
Audit Process ..................................................................... Error! Bookmark not defined.

HELP NOTES TO THE AUTHOR OF THE MANUAL REMOVE THIS TEXT

WHEN COMPLETE

Ensure headings are used correctly headings will appear in the table of
contents. If you have text in the contents which should not be there, check the
format is correct.

Use page breaks correctly, this ensure the integrity of the document when
updated by the client. (e.g. do not use the space bar or enter key to align,
format correctly.

If you reference something WITHIN the document then use a bookmark and
hyperlink e.g. see 4.4 should be hyperlinked to 4.4

Clients are being encouraged to use soft copy versions and this ensures a
professional document from the outset, fit for soft copy use.

Insert Issue & Revision Number on each page when formatting complete.

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REVISION & AMENDMENT REGISTER
Date Page Issue Rev Revision Details

NOTES:
It is the responsibility of the designated representative to amend, recall, and update
all internal copies of this document

A new Revision Number denotes that individual page(s) have been revised. These
changes will be identified on each page where they occur.

A new Issue Number denotes that the document has been fully reprinted.

The Amendments Records Page(s) will be retained in the current version of this
document.

Holders of un-controlled copies must be advised of any amendments or subsequent

issues

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ORGANISATION PROFILE

Insert company website refer to company website and the about us section if unsure.

ORGANISATION FOREWORD

The company has chosen to implement this Business Management System as a strategic
decision, with the intention of improving the overall performance of the company. As laid out
in the Quality Policy, this is intended to result in securing efficiency, a strong customer focus
and enhancement of long-term sustainability and profitability within the Organisation.

Meet Legal &

Regulatory
Requirements

Demonstrate
Conformity &
ISO Enhance
Customer
Process
Controls
9001 Satisfaction

Address Risks
&
Opportunities

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QUALITY POLICY

The continuing Policy of Insert Company Name is to provide a high quality,

professional and efficient service to ensure the satisfaction of all of the requirements
of our clients. This achievement will result in securing efficiency, a strong customer
focus and enhancement of long-term sustainability and profitability within the
Organisation.

The Management Team will show leadership and commitment, and bear the
responsibility for establishing, implementing, integrating and maintaining the Quality
Management System.

We undertake to ensure sufficient resources are made available within the

Organisation to achieve this. We undertake to ensure through communication,
engagement, practical example and training that Quality is the aim of all members of
the Organisation.

Through direction and support, each employee will have a proper understanding of
the importance of the Quality System function, their responsibility to contribute to its
effectiveness, and its direct relevance to the success of the Organisation.

Equally, every employee is responsible for, and will be trained to perform the duties
required by his or her specific role.

The Organisation has a Policy of promoting continual improvement and setting of

Quality Objectives in line with the framework laid down within ISO 9001:2015
Standard. These objectives will address the risks and opportunities within the
Organisation as determined by Top Management.

We hereby certify that this Quality Manual and the Standard Operating Procedures
Manual accurately describes the Quality System in use within the Organisation to
meet the requirements of ISO 9001:2015.

The Quality System will be monitored, measured, evaluated and enhanced regularly
under the Top Managements ultimate responsibility, with regular reporting and
communication of the status and effectiveness at all levels.

Signed Click here to enter text.

Position Click here to enter text.

Date Click here to enter a date.

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Context of the Organisation
Clause 4 of the standard requires us to understand our organisation and its context,
needs and expectations of all interested parties, the scope of this management
system and our processes.

INSERT ASSESSMENT TEXT

Leadership

Clause 5 of the standard requires leadership commitment, customer focus,

establishing and communicating a quality policy and ensuring organisation roles,
responsibilities and authorities are assigned, communicated and understood.

INSERT ASSESSMENT TEXT

ORGANISATION CHART

Planning

Clause 6 requires actions to address risks and opportunities, the establishment of

quality objectives, at relevant functions, levels and processes, and the planning of
any changes to maintain the integrity of the management system

INSERT ASSESSMENT TEXT

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Support

Clause 7 of the standard requires the determination and provision of resources such
as its people, its infrastructure, and its environment needed for the establishment
maintenance and improvement of the management system. Resources should also
be determined and provided to ensure monitoring and measuring, measurement
traceability, organisational knowledge, competence, awareness and internal and
external communication

The organisations quality management system shall include documented information

required by the standard that documented information necessary for the effectiveness
of the management system including the creation and updating of documented
information, and the control of documented information

INSERT ASSESSMENT TEXT.

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The control of Documented Information is managed in line with the following
procedure:
Documented information is
controlled through referencing
with unique ID , issue & date of
Issue and recorded on the
document control register
Documented information shall
be protected through virus
control and backed up
The retention period of
documented information shall
be identified in line with
statutory, regulatory or
company practice and recorded.
New documentation referenced
and entered on document
control register
The format of how
documentation is to be held is
determined i.e. hard or soft
copy, bespoke or proprietory
software
Documented information is
stored and maintained in such a
way that it is readily retrievable
All external documents are
controlled and recorded on the
register and updated as
appropriate.
Previous version is obsoleted
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Documents suitably protected
against unauthorised access and
amendment
Documented information to be
fully completed and legible and
filed in accordance with existing
practice.
New or amended
documentation to be formally
approved
Amended documentation
issued with relevant issue
number and date of issue &
document control register
updated.
Operation
Clause 8 of the standard requires the organisation to plan, implement and control the
processes needed to meet the requirements for the provision of products and
services and these include.

Requirements for products and services.

Design and development
Control of externally provided processes
Production and service provision
Release of products and services
Control of non-conforming outputs.

INSERT PROCESS FLOW CHART

INSERT ASSESSMENT TEXT

Performance Evaluation

Clause 9 of the standard requires monitoring measurement, analysis and evaluation

of the effectiveness of its management system, which includes customer satisfaction,
internal audit, and planned management review meetings.

INSERT ASSESSMENT TEXT

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The internal audit procedure is documented below:

Determine: Audit Scope,

Establish Audit Programme Audit Briefing
Criteria of Audit, Auditors

Identify non-conformances &

Document findings and report agree areas for improvement
Conduct
to relevant management and/or appropriate corrective
actions

Corrective actions agreed and

implemented to ensure non Sign off audit reports at next Conduct follow up audit if
recurrence of non- management review required
conformance

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Improvement

Clause 10 of the standard requires the determination and selection of opportunities

for improvement and implementing any necessary actions to meet customer
requirements and enhance customer satisfaction. This includes non-conformity and
corrective actions including those arising from complaints

INSERT ASSESSMENT TEXT

The non-conformance procedure is documented below:

Non Conformance
Identified. (Source could Responsibility for
corrective action Deal with/control Determine root cause.
include: Complaint, Supplier
determined and consequences.
issue, Internal Audit finding,
Internal process error, undertaken
feedback.)

Determine if similar non- Review and analysis

conformities exist or could Corrective action Corrective action
undertaken and recorded on log report completed
occur. discussed at MRM

Determine if any actions
required to ensure non-
conformity does not recur.
Communicate and
implement any agreed Review effectiveness of
Actions including making
actions at MRM
necessary changes to the
Management Systems

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The organisation adopts a policy of continual improvement.

This is vital to the maintenance of business performance, meeting customer

requirements and satisfaction levels, and subsequently the companys external
reputation.

The company undertakes the following actions to identify opportunities and achieve
the continual improvement of its management system:

Setting of Objectives.
Regular review of the Quality Policy.
Management Review Meetings. Review of the management system, trend
analysis and evaluation takes place with a view to identifying opportunities for
improvement.
Staff suggestions for improvement.
Robust Internal Communication.
Regular review of staff competence, organisational knowledge and awareness
levels with training implemented as required.
Internal Audits opportunities arising from non-conformances identified.
Customer Survey feedback is evaluated and used to implement
improvements.
Review of external providers any issues are identified and improvements
made where necessary.
Keeping up to date with changes in the market place.
Top management taking ownership of the management system and looking
for improvements when reviewing the organisations strategic direction.

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