Transcription
Quality Management System (QMS)ManualThis manual has been documented around Mango Limited’s certified Management System.It should be used as a template only.It is designed to be modified to reflect your organisation.Page 1 of 35 2018, Mango Ltd. All Rights Reserved.
ContentsContext of the Organisation. 4Company Overview . 4External and Internal Issues . 4Interested Parties. 4Vision, Mission and Values. 5SWOT Analysis. 5Key Business Strategies . 6Scope . 6Management Representative . 7QMS Structure . 7Process Flow . 9Leadership . 10Leadership and Commitment . 10Quality Policy . 11Organisation Roles, Responsibilities and Authorities . 11Planning . 14Actions to Address Risks and Opportunities . 14Legal and Other Requirements . 15Objectives, Targets and Plans . 17Support . 18Resources and Infrastructure. 18Training, Competency and Knowledge Management . 19Communication, Consultation and Awareness . 21Documented Information and Control of Documents. 22Operations – Marketing . 24Marketing - How to Publish a Blog. 24How to Manage Webinars . 24How to Publish Release Notes . 25Reporting End of Month Marketing Lead Performance . 25Operations – Sales and Partnering . 25Sales . 25Partner Process . 26Operations - Development . 26Page 2 of 35 2018, Mango Ltd. All Rights Reserved.
Developers Documentation . 26Development Requests and Bugs . 26Mango Application . 28Operations – Support and Testing . 29Mango Testing . 29Communication of Releases. 29Support . 29Implementation . 30Operations - Supplier Evaluation and Control . 30Performance Evaluation. 32Monitoring, Measurement and Evaluation . 32Internal Audit . 33Management Review . 33Improvement . 34Improvement and Corrective Actions . 34Page 3 of 35 2018, Mango Ltd. All Rights Reserved.
Context of the OrganisationCompany OverviewEstablished in 2005, the company provides cloud based QHSE compliance software.The company enables its customers to meet their compliance requirements be they ISO 9001, ISO14001, ISO 45001, ISO 22000, ISO 13485, local and government legislation and regulations.This Quality Management System (QMS) serves to formalise the policies, processes and operatingstandards that will apply to the company’s employees, partners and contractors.External and Internal IssuesThe company determines the external and internal issues that are relevant to its purpose and strategicdirection and that affect its ability to achieve the intended results of the QMS.Consideration is given to the: Positive and negative factors or conditions.External context and issues, such as legal, regulatory, technological, competitive, cultural,social, political and economic environments.Internal context and issues, such as values, culture, organisation structure, knowledge andperformance of the business.Determination and requirements of the needs and expectations of interested partiesrelevant to the QMS.Authority and ability to exercise control and influence.Activities, products and services relevant to the business.Documented information is retained as evidence to support that the context of theorganisation has been taken into account in the QMS.Interested PartiesInterested torsPartnersPage 4 of 35Needs, Expectations and Issues Have a growing business that provides profit. Be well governed and well managed. Want staff to enjoy their work, be challenged, perform their jobcompetently and meet the company and customer requirements. Value for money. A simple solution that manages compliance easier. Implementation of the product in-line with customerexpectations. Receive responsive support. Delivery of free content to educate around compliance. Ongoing and secure work. To be paid on time. Clear understanding of requirements. Constructive feedback. Want to provide services/products to a reliable, reputable andfinancially viable business Make them more financially secure through additional revenuefrom Mango sales. Enable them to change their business model from hour-based tovalue-based income. 2018, Mango Ltd. All Rights Reserved.
Employees withinbusinessRegulatorsCommunity Want a solution that they can sell, promote and support that willassist their clients to manage compliance.Provide great support and knowledge to help them support theircustomers.Job security.Salary for work performed.Flexible work hours.Clear understanding of their role and responsibilities.Able to raise issues of concern and provide constructivefeedback.Good, friendly work environment.To feel valued and appreciated.Opportunities for personal development.To meet the required laws and regulations.To submit all tax obligations accurately and on time.To maintain high standards of corporate governance.Good corporate citizen.Diversity of employeesVision, Mission and ValuesVision: “Gets everyone involved and participating in QHSE”Mission: Makes compliance enjoyable.Values: Our customers are successful in complianceSWOT AnalysisStrengths Provider of a great quality product. Provider of great support for the product. Responsive development to marketrequirements. Responsive to identified software issues. Depth of knowledge of buyer’s persona. Regular delivery of free content. Low client turnover relative to the industry. Quick deployment of product post sales. Deep knowledge of customer’s pain Adaptable, responsive and able to makedecisions. Flexible to meet a wide range of customerservice issues. Open to suggestions to improving theproduct Owners have recognised the need to haveexternal expertise to grow the business. Looking at ways of improving the business.Page 5 of 35Weaknesses Identification of good partners to meet ourstandards/ requirements. Managing and review partner performance Too operational and not strategic enoughfor partners Reliance on key employees within thebusiness. Time poor in a few key areas Don’t have strong relationships withindustry players Measurable marketing outcomes based onknown starting points 2018, Mango Ltd. All Rights Reserved.
Opportunities Changes to standards in our core markets:ISO 9001, ISO 14001, ISO 45001, H&S Act,Food Safety. New technologies Partnering with other solutions: Softwareand Hardware New focussed markets. Certification to ISO 9001 will open up othermarket opportunities through themarketing of the process. More marketing via additional platforms To educate industry in compliance.Threats Competition TechnologyKey Business StrategiesStrategyDevelop business processesto accommodate theexpected growth.Improve the efficiency andeffectiveness of the coreprocessesPersonnel to be capable ofdelivering the growth for thebusinessGrow market share in allmarketsDescriptionDevelop and implement business processes that are suitable forthe business.Achieve certification to ISO 9001.Transfer of knowledge to partners and employees for all keyprocessesUse technology to manage as many processes as appropriateIdentify the core processes (i.e. development and release, sales,marketing, implementation, support)Identify new ways (e.g. lean techniques) of doing the coreprocessesUpdate and embed the core processes to ensure knowledge isretainedKey leadership personnel to be capable of leading and managingtheir staff.Competency gaps to be identified by leadership personnelPersonnel to be assessed as competent for their rolePersonnel to receive training for the rolePersonnel to receive appropriate experience to do the roleIdentify and train new partnersContinuously review partner performanceIdentify changes to legislation, standards and regulationIdentify key market verticals in each jurisdictionIncrease the number of qualified lead by creating more contentand deliver across multiple channelsImprove the sales conversion rate from qualified leads to saleScopeThe QMS describes how the company requirements are to be addressed throughout its operationsand addresses the requirements of ISO 9001:2015The scope is: provision of marketing, sales, support, development and implementation of softwaresolutions. Location Unit 5, 340 Durham St North, Christchurch, New Zealand.Page 6 of 35 2018, Mango Ltd. All Rights Reserved.
Management RepresentativeThe Operations Manager is the currently appointed Management Representative and hasresponsibility and authority for:1. Ensuring that the:a. QMS is established, implemented and maintained in accordance with therequirements of ISO 9001:2015b. QMS processes are delivering their intended outputs.c. Promotion of customer focus throughout the company.d. Int
The company enables its customers to meet their compliance requirements be they ISO 9001, ISO 14001, ISO 45001, ISO 22000, ISO 13485, local and government legislation and regulations. This Quality Management System (QMS) serves to formalise the policies, processes and operating standards that will apply to the company’s employees, partners and contractors. External and Internal Issues The .
