ISO QUALIFIED COMPANY STANDARD PROCEDURE

BUSINESS Process Map

Customer requirements Company Goals

Product development
Local PRD

Sales and orders Facilities and Maintenance Business Planning, Top

taking sales (EMD) Management and Dept. Head

Production Planning Inspection and testing

(production planner) (QC,QAD)

Production Purchasing
(cutting, covering,
Bedding,
Plastics, spring)

FG Warehouse Material Control

(Warehouse) (Warehouse and inventory
controller)

Delivery IT Services (Info. Tech)

HR Services

Customer Satisfaction Collection Services

(Credit and Collection)

Accounting Services
(accounting)

Review and Improvement

(QMD and QA system, products and
After sales services)
 Business Process Overview
Translate customer requirements into products
Company goals are set to govern and direct the operation of the system
Business planning process ensures that quality objectives are planned, implemented and
maintained
Resources coming from the customers known as customer supplied products, provided
by customer to be incorporated in the final product or to be utilized in the execution of
the production activities
SIPOC > supplier >input> process> output > customer diagram

Quality Management System (QMS)

Level 1: Quality Manual - defines policy, objectives and processes
Level 2: Procedure Manual - defines who, what and where
Level 3: Support Documents (work instructions, guidelines, job description, standards, form)
answers how

Quality Manual
o Quality policy
o Organizational structure
o Specific policy

Procedure Manual
o Details procedures that support the process description in the quality manual

Support Documents
o Work instructions
o Guidelines

Scope
Development, manufacture and distribution of products

Internal communication
Through memorandum and meetings
Manufacturing manager appointed quality management representative
Executive Vice President implementation and maintenance of QMS

Company Vision
It depends upon the company goal in deriving the company mission and vision. For example To
become a world class provider of mattresses and cut foams, plastic furniture and related
products that continuously amaze the market with our unparalleled , innovative and latest
trends in product designs. a company vision of Polyfoam RGC Intl Corp. URATEX Phils.
Company Mission
It depends upon the company goal in deriving the company mission. For example... We provide
comfort and improved well being of the Filipino people by producing excellent and innovative
mattresses, cut foams, plastic furniture and related products placing our customers interest at
the heart of everything we do while enriching the work values, skills and capabilities of our
workforce and building strong partnership with the RGC circles, suppliers and business
associates. company vision of Polyfoam RGC Intl Corp. URATEX Phils.

Quality Policy
Total customer satisfaction is our ultimate goal

Organization (Hierarchy of Command)

1. Exec. Vice-President/ General Manager
2. Manufacturing Manager
3. Administration Manager
4.1 Foam Unit Head
4.1 Non-Foam Unit Head
4.3 Supply Chain Unit Head
5. Department Head
6. Supervisors

QMS Team (Quality Management System)

1. Quality Management Representative
2. Documentation Control Officer
3. IQR (internal quality auditor) Chairman
4. Steering Committee
5. Document Writer

Things to consider for QA:

Inspection of incoming product

Inspection of outgoing product
Customer feedback and complaints
Production changes
Control of non-conforming products

PROCEDURE MANUAL OF QA

Definition of Terms (Corrective and Preventive Action)

1. Corrective Action- eliminate the cause of detected non-conformity or undesirable situation

2. Preventive Action- eliminate the cause of potential non-conformity
3. Containment Acton- immediate action to eliminate the detected non-conformities
4. CAR (Corrective/Preventive Action Report- records any detected NC
5. NC- non conformities
6. KPI (Key Performance Indicator)- to measure process performance
7. IQA- Internal Quality Audit
8. QMR- Quality Management Representative
9. QMDH- Quality Management Department Head
10. QADH- Quality Assurance Department Head
11. DCO- Documentation Control Officer
12. NFR- feedback report used to inform recipient of dissatisfaction on the quality of service and
products
 CORRECTIVE AND PREVENTIVE ACTION

Procedure Details

ACTIVITY
RESPONSIBLE INTERFACE

START

Log-in CAR and issue to

department (N2)

Originator
KPI, IQA, Customer, Feed back,
Analyze possible cause of the Returns, PIF
problem (N3)

Originator
CAR, Production Report,
Select the true root cause (N4) Return Report, Pareto Analysis,
Why-Why Analysis, Histogram

Supervisors/ Department
Identify Solution (Approved for
Head Implementation?)
CAR

Supervisors/ Department Plan Action (N5)

Head

CAR
Review Plan Action (N6)
Supervisors/ Department (Approved for Implementation?)
Head

Implement Action (N7) CAR

(Approved for Implementation?)
Supervisors/ Department
Head
Verify Effectiveness of Action
(N8)
CAR
IQA Chairman, QMDH, QADH,
CIC Unit Head, MFG. Manages
Effectiveness (YES or NO)

CAR
Supervisor/ Department Head
Close CPR (N9)

IQA Chairman, QMDH, CIC Summary

END
INTERNAL AUDITING

Definition of Terms:

Audit criteria
Audit plan
Auditee
Internal auditor
Audit Findings
CAR
NC- non conformity
DCO- document control offices
DCF- document change form
PM- production manual

Responsible Activity Interface

Start

Identify process/area for audit Internal audit program

Select auditor Master list of qualified

Auditors

IQA Chairman Prepare audit plan Audit plan

Conduct an opening meeting Audit plan/Dept. Heads

Internal audit team

Internal auditor team Conduct audit GL on conducting an

Audit/audit criteria

Internal auditor Prepare audit reports Dept. Heads, CAR/JQA

Observation sheet

Dept. head Yes NC? PM on corrective/

Make corrective actions Preventive action report/
CAR/QMR/IQA chairman
Internal auditor/ conduct audit follow-up CAR
IQA chairman

IQA chairman Summarize audit result CAR/ audit result summary

END
Document Preparation
All documents must bear NOT TO BE REPRODUCED and CONTROLLED COPY
Only form with DCC Controlled stamp can be reproduced by the press owner
Computer generated forms is registered to DCC as COMPUTER GENERATED
5- day lead time for all forms
30- day lead time for booklet/pad type
7- day lead time from receipt of request to issuance to requestor
3 days for encoding, 3 days for review and 1 day for issuance
Blue paper is the official paper used for documents reproduction

NFR Issuance

Any employees can write NFR, but must reviewed and countersigned by department head prior
to issuance
Accomplish NFR in triplicate copies
White copy- recipient
Pink copy- originator
Green copy- QMD

PDCA (PLANS-DO-CHECK-OUT)
Control of non conforming products

MRB (Material Review Board)- responsible to determine disposition composed of QA Head,

Manufacturing Manager and Product Dev. Team
NCP- non conforming product
RTV- return to vendor
Responsible Activity Interface
Start

All employees Identify suspect product (N1)

All employees Segregate suspect product from Feedback

other product (N2) Report

QA Determine suspect product if NO. (N3)

NO

NC? Release Product

QA
YES
A

Place NC product to designated area (N4) Hold Tag and Return

Evaluation Report

QA, Material Reviewer Determine Disposition (N5)

Board
Feedback Report

Concerned Department Implement Disposition

Head

QA Review Status (N6) NC Product Report

A End
 Place hold tag for suspect product, damaged and products awaiting for disposition
Put Rejected Tag for damaged and NC products
Use as is- non conformance is affected
Rework- NC condition can be returned to conforming condition after performing correction to
actual item
Repair- additional work performed will make the condition acceptable.
Scrap- part is not suitable for use
RTV- return to vendor
Re-grading- product/ material maybe re-identified as another product/ material suitable for use
Suspect product- product/material with unknown or uncertain inspection satatus
Suspect product maybe found during:
1. Receiving inspection/ testing
2. In- process inspection/ testing
3. Final inspection/ testing
4. Customer returns
5. Monthly Inventory of Warehouse

CONTROL OF NON- CONFORMING PRODUCTS

Responsible Activity Interface

Start

Indentify Suspect product

All employees
Segregate suspect product Feedback Report
form other product

QA Determine suspect product

if NC

NO
QA NC Release product

YES

A
Place NC product to
designated area Hold Tag and
Return Evaluation Report
QA/ Material Review Determine Disposition
Board
Feedback Report

Concerned Department Implement Disposition

Head

QA Review Status NC Product Report

A End

MANAGING CUSTOMER FEEDBACK AND CUSTOMER RETENTION

Definition of Terms:
CSO- customer services officer
Alpha list- master list of active customers
Industrial Customer- customer that use the product as raw material of their product
Consumer Customer- customer who is selling own products as finished goods
Responsible Activity Interface
Start

Determine the list of Customers Sales Support Department/

and sort based on category Alpha list of Customers

Prepare the sampling plan, Master Schedule

route and the schedule

Confirm the availability of

scheduled customer

NO
is scheduled customer Re- scheduled customer
available?

Customer Service YES

Officer Conduct the survey Customer Survey Form

Evaluate the result

A
YES
Is the result below 3? Issue CAR to concerned
Department
NO Department Head
Summarize and analyze result

Submit Report QAD Head

Sort customer as Industrial or consumer based on alpha list
Get representative customers per category based on sampling plan. Route the representative
customers on the master Schedule every quarter.
Re- schedule to the next nearest day with the same route
Use the Survey Form and guide the customer in filling up the form. Make sure all items are filled
up and signed by customer for authenticity.
 Issue CAR for concerned department. For complaints and negative feedback refer to with for
handling Customer Feedback/ Complaints.
Consolidate all filled- up forms and prepare Survey Result Report. Result is reported quarterly to
Management
PRODUCTION CHANGE PROCESS
Production Change- any change in 4m (man, method, material, machine and environment)
Initiator- receives or initiates an information that will trigger a production changes.

Responsible Activity Interface

Start

Requesting Department/ Submit Production Change Report Production Change Report/

Initiator to QAD (including support documents) Notification Form/ Material
Evaluation sheet/ memo/
Approval (mfg. Mngr.)
Check supporting
documents and items

Evaluate Production report and

QAD recommend for approval

approved? Production Change Report/

NO approval (mfg. Manager)
YES Production Change Report
Facilitate approval of change

NO
B Need customer marketing approval?

YES
QAD/ Sales Submit Production Change Production Change Report/
Report to Sales/ Marketing Sales/Marketing

A C

approved? C
 YES

Implement and monitor Production Change

B
Production change Report ledger

END

HANDLING CUSTOMER FEEDBACK/ COMPLAINTS

Get all the necessary information on items being complained

Customer details (name, address, contact no.)
What item is being complained (item description, color, size)
Detail of complaint
Purchase date of the item
Warranty number (if applicable)
Customers preference
Check actual items
Evaluate validity of complaint
Discuss with customer the result of evaluation and resolve the issues even on the first visit
If issues cant solved or settled due of complexity of complaint, ensure final decision is brought ti
their attention within 2 days upon visit.

EVALUATION OF RETURNED ITEMS

Ensure all returned items have attached return/ pick-up slip and/ or Transfer Slip
Check item description and quantity based on the attached documents
Conduct inspection on actual item within the same day of return
Investigate and analyze reason of return
Cost the return based on:
Cost of goods shall use dealers price
Cost of delivery for pick-up and/ or replacement shall be Php. 1600/EU4W
Costing shall be based on actual damaged so any salvageable cost shall deducted from
the cost of return
Administrative fee for all goods returned representing paperwork and restocking of
goods and other administrative function shall be 10% of cost of goods at dealers price
ISSUE NFR for valid returns to concerned department
Prepare Return Evaluation Report in coordination to Sales Department
Dispose returned items refer to Control of non-conforming products
Make monthly summary report