1. foreword
1.1 Introduction & Scope
The objective of the Quality Manual is to inform both customers and employees of the Quality Assurance Management System that operates within Chemical Recoveries Ltd in order that they can derive confidence in the Company’s organisation, products, and services. It defines the Company Profile, Scope of Activity, the Company Quality Policy, Management Organisation and responsibilities, and Quality System.
The Quality Assurance Management System is implemented by the Company through the use of and compliance with a series of Operating Procedures, Work Instructions and Forms. These provide a documented system against which the current working practices within the Company can be objectively assessed. All Quality System documentation is periodically reviewed to ensure its continuing adequacy.
The Quality Assurance Management System covers each of the recovery routes used on site, from initial enquiry for waste disposal/recovery through to dispatch of the finished product. These include solvent disposal/recovery to paint thinners, solvent toll/laundry work, solvent blending for an alternative fuel, waste water/oil disposal/recovery to a fuel oil.
2. Company Address & Status
Chemical Recoveries Ltd, situated in Avonmouth, was formed in 1986 and specialises in the recovery and supply of industrial solvents and fuel oils, recovered from waste liquids.
Solvents can be recovered from customer supplied waste (Toll), and returned to them. Other recovered solvents from incoming wastes are used as an industrial cleaning solvent or industrial paint thinners by surface coating manufacturers and appliers. Some solvents not suitable for recovery are blended as an alternative fuel.
Oils are recovered and blended for use as a fuel. Waste waters are treated for disposal to sewer.
Chemical
Recoveries Ltd
Smoke Lane
Avonmouth
BS11 0YA
Telephone No.: 01179 820303
Facsimile No.: 01179 820301
3. organisation and management
3.1 Company Quality Policy
It is the Company’s aim to recover and process oils and solvents from waste liquids and provide services to the highest standards that meet published specifications or the agreed requirements of the customers of Chemical Recoveries at an economical price and by the agreed delivery date.
In order to satisfy these requirements, the Company has recognised the importance of applying a quality management philosophy concentrating on preventative measures to eliminate the occurrence of errors.
Quality is therefore a discipline central to all aspects of the Company’s structure and operation and it is the aim and responsibility of all personnel to strive for customer satisfaction first time every time. This, in turn, contributes to the continued prosperity of the Company.
To further these objectives and as a fundamental part of the Company’s commitment to Quality, the Company has established a documented Quality Management System that encompasses all functions affecting quality within the organisation and which meets the requirements of ISO 9002:1994. The Quality Management System is subject to regular audit and review in order to detect and prevent possible errors and to ensure that the Quality Management System supports the Company Quality Policy.
The Quality Manual, together with associated Operating Procedures and Work Instructions contained elsewhere, must be regarded as mandatory working documents. It is the responsibility of all staff to ensure their part in the Company Quality Policy is understood, implemented and maintained at all times.
Signed: Date:
Managing Director
Chemical Recoveries Ltd.
3.2 Organisation
The Managing Director has defined the authority and responsibility for the Company’s operational management structure, which identifies the personnel involved in performing or verifying Quality activities.
Details of verification activities are given in the appropriate Operating Procedures and adequacy of resources are reviewed routinely.
The operational management structure of the Company is shown in the Appendix 1 of this Quality Manual.
3.3 Responsibility and Authority
3.3.1 Managing Director
The Managing Director has overall responsibility to co-ordinate and direct the total activities of Chemical Recoveries Ltd, which include:
· monitoring Company quality performance and its ability to satisfy the specified requirements of customers,
· ensuring the requirements of the Quality Manual are complied with and the Quality Management System Operating Procedures are monitored,
· resolving any non-conformances in the Quality Management System,
· ensuring that timely and effective action is taken by the appropriate managers to maintain compliance with the requirements of ISO 9002:1994,
· deputising for the Quality Manager and Works Manager in his absence.
3.3.2 Quality Manager
The Quality Manager reports to the Managing Director and is responsible for:
· ensuring that the Quality Management System is established, implemented and maintained in accordance with ISO9002:1994,
· reporting on the performance of the Quality System for Management Review and as a basis for continuous improvement of the Quality Management System,
· establishing and maintaining records of quality related activities and facilitating retrieval of such to demonstrate effective operation of the Quality Management System,
· providing for control, calibration and maintenance of all inspection, measuring and test equipment or any other equipment used to verify the acceptance of products,
· establishing and maintaining a system for the recording and control of non-conforming product, process and Quality Management Systems,
· ensuring that current and appropriate Operating Procedures and Work Instructions are available for the work to be accomplished,
· planning and ensuring that Quality Audits are carried out for all aspects of the Company Quality Management System and maintaining Operating Procedures to meet Company and customer requirements,
· checking that the conditions of all customer orders have been complied with,
· establishing and maintaining a system of identification, storage preservation, segregation and handling of all products throughout the production process,
3.3.3 Works Manager
The Works Manager Reports to the Managing Director and is responsible for:
· producing products and services to established Operating Procedures, standards and production specifications.
· ensuring that production is carried out under controlled conditions suitable for the product or operation.
· identifying quality problems and reporting these to the Quality Manager.
· establishing and maintaining records of production planning and scheduling activities to improve and maintain quality standards and delivery.
· reviewing and advising on operator training needs and initiating training as required.
· authorising and controlling the method of disposal for non-conforming product.
· monitoring and advising on preventative measures during production to reduce the cost of poor quality.
· ensuring necessary Health and Safety rules are catered for and complied with.
· controlling the packaging and despatch function to ensure only product that has passed final inspection and test is despatched.
· ensuring that planned production schedules are maintained.
· defining workmanship standards as required.
· ensuring product is handled and protected to maintain its quality during the production life cycle.
· ensuring operators have adequate instructions for performance of their job.
· assisting with the resolution of any non-conformances and preventing further occurrences in conjunction with the Quality Manager.
· advising the Sales Administrators of trade waste residue disposal details.
3.3.4 Office Manager
The Office Manager reports to the Managing Director and is responsible for:
· maintaining records of approved suppliers and contractors.
· reviewing suppliers performance.
· establishing and maintaining procedures for the control of purchased non-conforming products in conjunction with the Quality Manager.
· ensuring prompt and accurate payment of suppliers and services obtained for the production of Company product.
· deputising for the Commercial Director in his absence.
3.3.5 Commercial Director
The Commercial Director reports to the Managing Director and is responsible for:
· assessing the financial value of product to be processed, where appropriate.
· marketing and selling products and services in accordance with the sales strategies.
· ensuring the awareness of the financial implications of offering to supply non-standard products or services.
· ensuring market research takes account of user requirements such as: environmental conditions of operation including possible user abuse; government/legislation requirements.
· ensuring that costs are consistent with estimates.
· providing technical documentation and information to customers.
· ensuring that for all products and subcontracted services, the specification, inspection conditions and where appropriate, Special Waste Regulations documentation requirements are stated clearly.
· dealing with customer complaints.
· controlling and monitoring the daily activities of Sales Administrators.
· deputising for the Office Manager in his absence.
3.3.6 Company Secretary
The Company Secretary Reports to the Managing Director and is responsible for:
· providing an accurate and timely management accounting service through monitoring purchases, sales and overheads.
· providing specific information on costs of scrap, rework and customer complaints.
· deputising for the Managing Director in his absence.
3.3.7 Sales Manager
The Sales Manger reports to the Commercial Director and is responsible for:
· ensuring customer requirements are clearly defined for production and quality assurance purposes.
3.3.8 Plant Operators
Each Plant Operator reports to the Works Manager and is responsible for:
· ensuring that no incoming products are used until they have been inspected or otherwise verified to meet the specified requirements.
· ensuring that all inspections and test required during production are carried out to verify conformance to the specification.
· completing records of all inspection and test activities undertaken.
3.3.9 Driver
The Driver reports to the Office Manager and is responsible for:
· ensuring that the product despatch documentation, and, where required, mandatory transport documentation, is correct before departure.
· ensuring that products and waste are loaded in a safe manner and in such a way as to minimise damage during delivery.
· ensuring that the loading procedures and instructions are adhered to in order to prevent contamination of the final product.
· identifying customer returned product with the appropriate labelling.
3.3.10 Sales Administrators
The Sales Administrators report to the Office Manager and are responsible for:
· maintaining a courteous telephone manner and ensuring that new and existing customer orders and enquiries are accurately recorded and processed.
· maintaining the customer record cards.
· liaising with the Office Manager regarding transport arrangements.
· liaising with the Works Manager for arranging for collection and disposal of trade waste by the most suitable and safe route.
· liaising with the Works Manager as to what product has been received into the Company and when product is to be despatched to customers.
· processing and filing of Delivery Notes and Special Waste Regulation Consignment Notes.
· preparing quotation literature for Drum Toll sales.
4. QUALITY MANAGEMENT SYSTEM
4.1 Management Responsibilities
Management responsibilities are detailed above in the Quality Manual.
The entire Quality Management System as detailed in the Quality Manual is subject to review every three months by senior management during Management Review Meetings to ensure its continuing suitability and effectiveness in satisfying the requirements of ISO9002:1994 and the Company Quality Policy.
The Agenda for these meetings includes the review of: The Quality Manual, Internal Quality Audit Reports, Supplier Defect Reports, Non-conformance Reports, Customer Complaints and Resource and Training requirements.
Management Review Meetings and the resulting actions are minuted, approved by the Managing Director and retained as Quality Records.
References
CRQM 3.3 Responsibilities of Management
CRQP16 Management Review
4.2 Quality Management System
The foundation of Chemical Recoveries Quality Policy’s commitment to quality is the Company Quality Management System. Chemical Recoveries have adopted the International Standard BS EN ISO 9002:1994 as the model for its quality system and the quality system described in this quality manual is designed to satisfy the requirements of the Company Quality Policy and to comply with the adopted standard.
The Quality Manual represents the top tier of the quality management system and is supported by documented procedures, work instructions and standard forms.
Quality planning is consistent with all other aspects of the quality system and Process System Plans exist for each of the main process areas i.e. Solvent Recovery, Kiln Fuel Blending Process, Oil Recovery and Water/Oil Treatment. Each Process System Plan defines the Procedures, Work Instructions and control methods to be applied for management of such activities.
The effectiveness of the above quality system and the performance of work is assessed by conducting quality audits which are scheduled on the basis having regard to the status and importance of the activity.
The Company's Quality Management System is based on three separate but referenced tiers of documentation as shown:
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Tier 1 |
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QUALITY MANUAL |
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Tier 2 |
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OPERATING PROCEDURES Divided into “Process System” manuals for each process/plant |
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Tier 3 |
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WORK INSTRUCTIONS & FORMS Divided into “Process System” manuals for each process/plant |
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Tier 1 covers the Quality Management System over the whole company and relates directly to ISO 9002:1994.
Tiers 2 and 3 are divided into Process System Plans containing quality documentation relevant to the Process.
Operating Procedures define responsibilities and methods used to control interfaces and functions. A standard format is used to ensure uniformity throughout the Company. Operating Procedures are issued to the appropriate locations and collectively form part of the Process System Plan for that department/plant.
Work Instructions define the practice and methods used for the satisfactory fulfilment of specified tasks. A standard format is used to ensure uniformity throughout the Company.
Operating Procedure and Work Instructions make reference to supporting forms and other appropriate documentation, where used. All quality documentation is subject to documentation and change control.
References
CRQP01 Documentation Control
4.3 Contract Review
All customer requirements (for tender, contract or order) are defined, agreed and documented and reviewed with the customer prior to acceptance.
This review highlights any special or unusual requirements and the necessary planning is carried out to ensure that appropriate expertise, processes and techniques are available and incorporated into the Company Quality System.
Where requirements are not clear, the customer is contacted for further information and the order is not accepted until satisfactorily resolved.
Any amendments made to contracts are agreed with the customer and recorded.
Records of
initial contract reviews and customer orders are retained for specified periods
of time.
References
CRQP05 Sales - Existing Customers
CRQP06 Sales - New Customers
CRQP07 Control of Quality Records
4.4 Design Control
The Design Control element is not applicable to the work undertaken by Chemical Recoveries. The heading is included in this Quality Manual to maintain the numbering of the clauses in accordance with the requirements of the International Standard ISO 9002:1994.
4.5 Document and Data Control
Documentation and data necessary for the essential functioning of the Quality System is available at all specified locations where it is required for the effective operation of the Quality System and satisfactory fulfilment of work.
The documentation shows as a minimum, the title and issue number and is approved by the nominated signatories.
Changes to documentation are formally recorded, reviewed and approved before amendments are issued. Superseded documentation is promptly removed from all points of issue and either archived or destroyed. Changes to documentation are identified in attachments.
References
CRQP01 Document Control
4.6 Purchasing
All purchased products and services conform to the specified requirements by ensuring that all purchase orders fully and correctly describe the product or service required.
4.6.1 Evaluation of Subcontractors
Only Suppliers who are capable of providing products and services that conform to specification or requirements are selected. These Suppliers are subject to approval by the Office Manager and are included on an Approved Suppliers List. The criteria for approval is dependent on the type of product supplied, the impact on the quality of the final product or any other relevant criteria approved by the Office Manager. The Performance of Approved Suppliers is monitored and corrective actions are initiated when delivered product deviates from the specified requirements.
4.6.2 Verification of Purchased Product
Where specified in a contract the Customer's requirement to verify product is recorded on the appropriate documentation. This may include verification of the purchased product at suppliers or subcontractors premises.
References
CRQP04 Purchasing
4.7 Control of Customer Supplied Product
On receipt, customer supplied product is identified, segregated, examined for obvious signs of non-conformance and, depending on the nature of any non-compliance found, a Supplier Defect Report is raised.
Periodic inspection during storage is carried out to ensure that proper storage conditions are being maintained.
Whenever customer supplied product is found to be defective, the non-compliance is recorded, the customer is informed and the appropriate corrective action is taken.
References
CRSP08 Purchaser Supplied Product
CROP06 Purchaser Supplied Product
4.8 Product Identification and Traceability
At all stages of storage and production, the identification of product is clear. This includes the ability to distinguish between the verified and unverified product and indication of acceptance at the point of verification.
Identification is performed in such a way that at any stage product can be unequivocally related to the relevant documentation.
Traceability is maintained by recording pertinent reference data on production and test records, which are retained for specified periods of time.
References
CRSP01 Process System Plan - Solvent
CROP01 Process System Plan - Oil
CROP101 Process System Plan - Water and Oil
CRKP01 Process System Plan - Kiln Fuel
4.9 Process Control
All storage and production activities are adequately controlled and documented.
Production processes are controlled by a series of Procedures, Work Instructions, specifications and other appropriate documents.
Suitable equipment and environment is provided to ensure product is capable of achieving acceptance quality standards. Equipment is subject to regular checks and maintenance to ensure it continues to provide acceptable products.
Representative samples of acceptable product are available for production operatives' reference.
References
CRSP01 Process System Plan - Solvent
CROP01 Process System Plan - Oil
CROP101 Process System Plan - Water and Oil
CRKP01 Process System Plan - Kiln Fuel
4.10 Inspection and Testing
Inspections are performed to verify that a product or activity conforms to specified requirements. Tests are performed to verify that a product performs satisfactorily. Inspection and Tests are performed on receipt, during the processing and at the final stage of production. In all cases inspection and test results are recorded and retained for specified periods of time.
4.10.1 Receiving Inspection and Testing
All product received is verified against the documented requirements of the Purchase Order. Tests are carried out when this is defined on the Purchase Order, in the Operating Procedures or in the Day Diary.
The details of product found to be non-conforming are recorded on the appropriate documentation and the product is identified and segregated until corrective action is implemented.
4.10.2 In-Process Inspection and Testing
In-process inspection and tests are carried out to establish conformance as early and as often as required. The requirement for inspection and test is detailed on the appropriate Operating Procedure documentation.
4.10.3 Final Inspection and Testing
Final inspection and test reviews production documentation to ensure that all stages of work have been completed and that the product conforms to specification. Samples of accepted final product are retained for continued tests to monitor the performance of the product. All final inspections and test are recorded on appropriate documentation.
4.10.4 Inspection and Test Records
Records are maintained to provide evidence that the product has been inspected and tested. These records clearly show whether the product has passed or failed, and if the product has failed, the action taken. Records identify the inspection authority responsible for release of the product.
References
CRQP11 Receiving Goods Inspection and Test
CRSP02, CROP02, CROP102, CRKP02 Receiving Waste
CRSP03 Package Inspection and Emptying
CRSP04, CROP03, CROP103, CRKP03 In Process Inspection and Test
CRSP05, CROP04, CRKP04 Final Inspection and Test
4.11 Control of Inspection, Measuring and Test Equipment
All inspection, Measuring and Test Equipment (IMTE) provided for verification processes is controlled and maintained on a routine basis.
All equipment is uniquely identified and displays it calibration status. Equipment that is used for indication purposes only is clearly identified as such. IMTE that is outside calibration limits is identified as such or quarantined. Action is reviewed under the Non Conformance Procedure.
IMTE, including Company owned Reference Standards, is calibrated at regular intervals. This is done either internally or by external calibration services.
In-house calibration is undertaken by the Quality Laboratory according to manufacturers. The calibration is traceable to National Standards, or where no such standards exist, the basis used for calibration is documented.
Outside calibration activities are undertaken in a competent manner in accordance with the requirements of BS EN 45001 and the results are traceable to National Standards where possible.
Records are maintained that record specific details of IMTE such as unique identification, calibration requirements and calibration history. These records are maintained for specified periods of time.
References
CRQP13 Control of Inspection, Measuring and Test Equipment
4.12 Inspection and Test Status
The inspection and test status of all product clearly shows conformance or non-conformance to specified requirements to ensure that throughout storage and production processes, only product that has successfully passed the required inspections and tests is processed or released.
The inspection/test status of product is maintained by either identifying the product, using specified and identified storage areas and/or accompanying documentation traceable to the product.
The documentation indicates which operations have been inspected and/or tested and records the results. Reference to action taken or non-conformance reports are made on the documentation where non-conformities are found.
References
CRSP07, CROP08, CROP108, CRKP06 Inspection and Test Status
4.13 Control of Non-conforming Product
Non-conforming product is controlled to prevent use or delivery to the customer. The control provides for identification, documentation, evaluation, segregation when practical, disposition and notification to the manager concerned.
4.13.1 Review and Disposition of Non-conforming Product
Product found to deviate from specification is investigated and documented corrective actions implemented to rework, re-grade, return to supplier, concess or dispose of the product. Full records are maintained.
All reworked products are subject to re-inspection to establish acceptance.
Non-conforming product that cannot be rectified in a reasonable time are quarantined along with the appropriate documentation until formal review and corrective action can take place.
References
CRQP14 Control of Non-conforming Product
4.14 Corrective and Preventive Action
To allow continuous improvement of the Quality Management System, all failures and defects found within the Quality Management System, products or services provided, are documented investigated and reviewed.
Prompt and effective corrective action is devised, documented and undertaken by the appropriate manager to eliminate the cause of non-conformities.
Preventive action is devised to detect, analyse and eliminate potential causes of non-conformities.
At defined intervals, all non-conformances and their resulting corrective actions are reviewed, analysed and where trends are identified, corrective action is devised to prevent further recurrences.
The corrective and preventive action taken is followed up to ensure it has been implemented and is effective.
References
CRQP03 Corrective and Preventive Action
4.15 Handling, Storage, Packaging, Preservation and Delivery
4.15.1 Handling
The methods used to handle and protect the product are designed to prevent damage and deterioration during all stages of storage and production. Special containers are used during production and transportation.
4.15.2 Storage
Suitable stores areas are provided for new, in-process, finished and non-conforming product.
Product held in these stores is identified and controlled to prevent unauthorised or wrong use. Product is processed on a first-in, first-out basis.
Product that has a limited shelf life or is liable to deteriorate during storage, is identified as such and periodically checked to ensure compliance to specification and to eliminate degradation.
4.15.3 Packaging and Delivery
All finished product is packaged in a manner suitable for its protection during delivery to the customer. Packaging and markings are checked for adequacy and accuracy before being released for delivery.
Where applicable, packaging, marking and transport is in accordance with customer requirements.
4.15.4 Preservation
The storage and handling techniques used ensure the preservation and segregation of the product.
References
CRQP15 Stores Control
CROP05, CRSP06, CRKP05 Packaging of Finished Product
CRQP12 Control of Sample Requests by Customers
4.16 Quality Records
Specific records are maintained to provide the data and objective evidence necessary to confirm the adequacy of the Quality Management System at all its stages.
Such records, as a minimum, include, customer enquiry data, audit reports, calibration certificates, calibration record cards, non-conformance data, supplier performance data, customer complaints, inspection and test data and training/skills records.
All records are legible, complete, relate to specific products or Operating Procedures and are stored in suitable areas that prevent damage or deterioration.
Records are held for the period specified by Chemical Recoveries, customer or legislation.
References
CRQP07 Control of Quality Records
4.17 Internal Quality Audits
The Quality Management System is subject to regular audit and review to ensure its continued effectiveness in meeting the Company Quality Policy and the requirements of ISO 9002:1994.
Internal Quality Audits are planned to check current practices against the defined Operating Procedures and ensure that the techniques employed are effective.
The frequency of Internal Audits varies between areas and is scheduled according to the status and importance of the function of each area. However, each area is audited at least once a year in accordance with the schedule.
The results of each audit are recorded and where necessary corrective actions are devised, agreed and issued to the relevant personnel for action.
A follow up audit is implemented to check the effectiveness of the corrective action. Audit reports and corrective actions are reviewed quarterly by the Managing Director as part of the Management Review process.
References
CRQP02 Internal Quality Audits
4.18 Training
All Company personnel receive adequate instruction, education and training and have adequate experience to enable them to carry out the tasks they are required to perform.
Personnel are made aware of the Company's Quality Policy as part of their induction training.
At regular intervals, managers review the training records and training needs of the Company personnel and, where appropriate, arrange for the necessary training instruction. Feedback from personnel on training issues is reviewed by management.
Records are held on the skills, experience and qualifications of all personnel.
Training is undertaken either within the Company using Company personnel or, where necessary, by the use of specialist training organisations.
References
CRQP08 Training
4.19 Servicing
Servicing is not carried out by Chemical Recoveries therefore this clause of the International Standard is not a requirement of this Quality Management System.
4.20 Statistical Techniques
Statistical Techniques are not currently employed by Chemical Recoveries Ltd for verifying the acceptability of process capability or product characteristics.
Should
Chemical Recoveries Ltd decide to introduce Statistical Techniques, methods
will be devised and operated in accordance with BS 6001.
Appendix 1
organisation chart
Appendix 2
COMPANY OPERATIONAL FLOW DIAGRAM
Appendix 3
QUALITY SYSTEM PROCEDURES
|
OPERATING PROCEDURE TITLE |
REFERENCE |
ISO 9002 |
|
Documentation Control |
CRQP01 |
4.5 |
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Internal Quality Audits |
CRQP02 |
4.17 |
|
Corrective and Preventive Action |
CRQP03 |
4.14 |
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Purchasing |
CRQP04 |
4.6 |
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Sales - Existing Customers |
CRQP05 |
4.3 |
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Sales - New Customers |
CRQP06 |
4.3 |
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Control of Quality Records |
CRQP07 |
4.16 |
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Training |
CRQP08 |
4.18 |
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Customer Complaints |
CRQP09 |
4.14 |
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Assessment of Suppliers |
CRQP10 |
4.6 |
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Receiving Goods - Inspection and Testing |
CRQP11 |
4.10 |
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Control of Inspection, Measuring and Test Equipment |
CRQP13 |
4.11 |
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Control of Non-conforming Product |
CRQP14 |
4.13 |
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Stores Control |
CRQP15 |
4.15 |
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Management Review |
CRQP16 |
4.1 |
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Process System Plans |
CRSP01, CROP01, CRKP01, CROP101 |
4.9 |
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Receiving Waste Inspection |
CRSP02, CRSP03, CROP02, CRKP02, CROP102 |
4.10 |
|
In Process Inspection and Testing |
CRSP04, CROP03, CRKP03, CROP103 |
4.10 |
|
Final Inspection and Test |
CRSP05, CROP04, CRKP04 |
4.10 |
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Packaging of Finished Product |
CRSP06, CROP05, CRKP05 |
4.15 |
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Inspection and Test Status |
CRSP07, CROP08, CRKP06, CROP108 |
4.12 |
|
Purchaser Supplied Product |
CRSP08, CROP06 |
4.7 |