Quality Manual

M. Barbisotti & Sons Ltd.

Revision History
Document No. Revision No. Issue Date 27/02/12 Author TOMMASO MARIANI

MBS-QA-QUM-Rev-

Introduction

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2.0 3.0 4.0

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Scope 1.1 General 1.2 Application Normative Reference Terms and Definitions Quality Management System 4.1 General Requirements 4.2 Documentation Requirements Management Responsibility 5.1 Management Commitment 5.2 Customer Focus 5.3 Quality Policy 5.4 Planning 5.5 Responsibility, Authority and Communication 5.6 Management Review Resource Management 6.1 Provision of Resources 6.2 Human Resources 6.3 Infrastructure 6.4 Work Environment

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8.0

Product Realisation 7.1 Planning of Product Realisation 7.2 Customer Related Processes 7.3 Design and Development 7.4 Purchasing 7.5 Production and Service Provision 7.6 Control of Monitoring and Measuring Equipment Measurement, Analysis and Improvement 8.1 General 8.2 Monitoring and Measurement 8.3 Control of Nonconforming Product 8.4 Analysis of Data 8.5 Improvement Appendices

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Quality Policy Document

Introduction
To function effectively the organisation has identified and manages numerous linked activities. An activity using resources, and managed in order to enable the transformation of inputs into outputs, are considered as a process. Often the output from one process directly forms the input into the next. The application of a system of processes within the organisation, together with the identification and interactions of these processes, and their management, are referred to as the process approach. An advantage of the process approach is the ongoing control that it provides over the linkage between the individual processes within the system of processes, as well as over their combination and interaction. When used within the Quality Management System, such an approach emphasises the importance of:Understanding and meeting requirements The need to consider processes in terms of added value Obtaining results of process performance and effectiveness Continual improvement of processes based on objective measurement The methodology known as Plan-Do-Check-Act can be applied to all processes and can be briefly described as follows:Plan: Establish the objectives and processes necessary to deliver results in accordance with customer requirements and the organisations policies Do: Implement the processes Check: Monitor and measure processes and service against policies, objectives and requirements for the service and report the results Act: Take actions to continually improve process performance

SCOPE General M. Barbisoti & Sons Ltd. specialise in all aspects of Building, Civil Engineering, Construction and Demolition works for both public and private section clients as :a. Main Contractor b. Package Contractor for Management Contractors c. Sub-Contractor for Major Contractors The success and reputation of the company may be measured by the high standing of its customers. A policy of continuous self-appraisal and attention to detail has ensured the expansion of its customer base. The company has implemented a Quality Management System to demonstrate its ability to provide a consistent service that meets customer and applicable statutory and regulatory requirements. This will enable the company to address and achieve customer satisfaction through the effective application of the system, including processes for continual improvement and the prevention of nonconformity. Application The scope of the Quality Management System applies to all aspects of Civil Engineering, Construction and Demolition works carried out by the company. Projects which require Design and Development activities are maintained by the Design Manager. There are no exclusions from the standard. 2.0 NORMATIVE REFERENCE This Quality Manual defines the policies and principles applied against each of the requirements of

ISO 9001: 2008. It applies to all activities carried out in the organisation that determine quality and sets guidelines within which the organisation can operate. Distribution The Quality Manual will be stored on the Company Server where it can be accessed by M. Barbisotti & Sons Ltd employees. All printed copies of this document are deemed to be uncontrolled.

TERMS & DEFINITIONS The following terms and definitions are provided to assure a uniform understanding of selected terms as they are used in these requirements. ORGANISATION SUPPLIER purchase of supplies, or the execution of a specific part of a particular order. CUSTOMER the SERVICE Firm or person having a contractual agreement with, or recipient of a service from the organisation. Result of a process, which is the combination of works carried out to complete a contract. M. Barbisotti & Sons . Party to whom an order has been placed by the organisation for the

QUALITY MANAGEMENT SYSTEM General Requirements M. Barbisotti & Sons Ltd has established, documented and implemented a Quality Management System which will be maintained and continually improved in accordance with the requirements of this International Standard ISO 9001:2008. To implement the Quality Management System, the organisation has:Identified the processes needed for the Quality Management System and their application throughout the organisation Determined the sequence and interaction of these processes Determined criteria and methods required to ensure the effective operation and control of these processes Ensured the availability of information necessary to support the operation and monitoring of these processes Put procedures in place to manage, monitor, measure, and analyse these processes Implemented action necessary to achieve planned results and continual improvement Ensured any processes where outsourced, are identified and controlled. Control of such outsourced processes are identified within the Quality Management System

4.2

General Documentation Requirements General

The Quality Management System is based on the requirements of ISO 9001:2008 describes how the organisations programme is designed to ensure that customers quality requirements are recognised and that consistent and uniform control of these requirements are adequately maintained. This manual describes how effective control is established by the use of formal written procedures, and as required by contract. The Quality Management System documentation includes:Documented procedures and records required in this International Standard including a Quality Manual, Quality Policy and Quality Objectives Documents required to ensure the effective planning, operation and control of its processes in the form of written or visual reference standards of acceptability and verification methods at various stages of the process which may arise from:Contractual requirements from the customer or other interested parties Acceptance of international, national, regional and industry sector standards Relevant standards, statutory and regulatory requirements Decisions by the organisation Quality Manual A quality manual has been established which includes the scope of the Quality Management System, including details of and justification for any exclusions, with documented procedures describing the sequence and interaction of the processes included in the Quality Management System. Management have defined the documentation needed to support the requirements of the M. Barbisotti & Sons Ltd. and the Quality Management System. The defined documentation provides for implementation, maintenance and improvement of the system and includes:Policy Documentation Documentation for Control of Processes Work Instructions where required for defined tasks Standard formats for collection and reporting of data Quality Records. The primary purpose of quality documentation is to express the Quality Policy and to describe the Quality Management System. This documentation serves as a basis for the implementation, effective operation and maintenance of the system. The Quality Manual is under the control of the Quality Representative.

Control Of Documents Sufficient records are maintained to demonstrate conformance to requirements and verify effective

operation and provide knowledge for maintenance and improvement of the Quality Management System. An appropriate Document Control has been defined and implemented to ensure that the significant documents are used. All obsolete documents shall be promptly removed from all points of issue, thereby preventing from unintended use. Documents to be retained, and records of quality performance, are controlled, maintained and protected. Controls are in place to ensure that the latest copies of all documentation relevant to the accomplishment of work are available at the time and place of the work to ensure effective functioning of the organisations Quality Management System. Quality records are analysed to provide inputs for corrective and preventive action, improvements to process control and the Quality Management System. Documents defined as quality records are controlled. A documented procedure has been established to:Approve documents for adequacy prior to use To review, update as necessary and re-approve documents Identify the current revision status of documents Ensure that relevant versions of applicable documents are available at point of use Ensure that documents remain legible, readily identifiable and retrievable Ensure that documents of external origin are identified and their distribution controlled Prevent the unintended use of obsolete documents, and to apply suitable means of identification to them for whatever purpose they are retained for. Control Of Quality Records Records required for the Quality Management System are controlled and maintained to provide evidence of conformance to requirements and to demonstrate effective operation of the Quality Management System. Records shall remain legible, readily identifiable and retrievable. A documented procedure has been established to define the controls needed for identification, storage, protection, retrieval, retention time and disposition of records. Documentation and records may be in any form or type of medium suitable for the needs of the organisation.

MANAGEMENT RESPONSIBILITY Management Commitment The M. Barbisotti & Sons Ltd. and Senior Management have provided evidence of their commitment to the development and improvement of the Quality Management System by:Communicating to the staff the importance of meeting customer as well as statutory and regulatory requirements Establishing the quality policy and quality objectives Conducting management reviews

Ensuring the availability of adequate resources Customer Focus The M. Barbisotti & Sons Ltd. and Senior Management have ensured that customer needs and expectations are determined, converted into requirements and fulfilled with the aim of ensuring customer satisfaction. Obligations related to service including statutory and regulatory requirements are considered when determining these needs and expectations. Quality Policy The M Barbisotti & Sons Ltd. board and Senior Management shall ensure that the Quality Policy: is appropriate for the organisation includes a commitment to comply with requirements and continually improve the effectiveness of the Quality Management System provides a framework for establishing and reviewing quality objectives is communicated and understood within the organisation is regularly reviewed for continuing suitability Planning Quality Objectives The M. Barbisotti & Sons Ltd. Board and senior management ensure that quality objectives needed to meet requirements are measurable and consistent with the quality policy, including the commitment to continual improvement. These are established and maintained at relevant functions and levels within the organisation. The Quality Management System is described in a series of procedures and specifies the management objectives, policies and organisations that have been developed to help ensure compliance with ISO 9001:2008. When any inconsistency exists between the requirements of a particular customer specified in a contract/order and those called for in the above standard, the higher standard will prevail. The quality system is maintained to provide assurance to all our customers that the organisation has the ability and resources to constantly provide a service of a defined standard of quality. Quality Management System Planning Quality planning is an integral part of the Quality Management System and the M. Barbisotti & Sons Ltd. Board and senior management have identified, planned and provided the resources necessary to achieve the quality objectives and ensure the continual improvement of the system. The organisation applies quality based planning to all work resources and considers the implementation of the contents of this quality manual to meet ISO 9001:2008 to be the primary quality plan. Responsibility, Authority & Communication

Responsibility & Authority The responsibilities, authority and the interrelation of all personnel who manage, perform and verify work affecting quality are defined and communicated in order to facilitate effective quality management The responsibility with regard to quality of Directors and Managers shall be:The quality of works carried out by personnel within their respective department or contract Ensuring that the procedures required for their department or contract are raised, approved, issued and when necessary, revised by assigned personnel Verifying that approved procedures are adopted within their department or contract and that any necessary complimentary procedures are raised and revised by assigned personnel within the constraints of the department or contract Job Descriptions are issued to certain key personnel and as dictated by departmental heads. Management Representative The M. Barbisotti & Sons Ltd. Board have appointed a General Manager with the authority and responsibility for the development, overall implementation and maintenance of the Quality Management System together with the control and issue of all quality documentation. The General Manager is responsible for: Ensuring that processes needed for the Quality Management System are established, implemented and maintained, Reporting to top management on the performance of the Quality Management System and any need for improvement, Ensuring the promotion of awareness of customer requirements throughout the organisation, and Liaison with external parties on matters relating to the Quality Management System

Internal Communication M. Barbisotti & Sons Ltd. Management Team will define and implement an effective and efficient process for communicating the quality policy requirements, objectives and accomplishments. They should actively encourage feedback and communication from people in the organization as a means of involving them. Examples of activities for communicating include: Management-led communication in work areas Team briefings and other meetings, such as for recognition of achievement Notice-boards, in-house journals/magazines, audio-visual and electronic media, such as email and websites, and employee surveys and suggestion schemes. 5.6 Management Review M. Barbisotti & Sons Ltd. Management Team shall review the organisations Quality Management

System on an annual basis, to ensure its continuing suitability, adequacy and effectiveness. The review shall include assessing opportunities for improvement and the need for changes to the Quality Management System, including the quality policy and quality objectives. The minutes of the meeting and relevant information related to the minutes will be retained for a minimum period of 5 years. 5.6.1 Review Input

The Management Review shall include information on:results of audits and compliance checks customer feedback process performance and product conformity status or preventive and corrective actions follow-up actions from previous management reviews changes that could affect the Quality Management System recommendations for improvement progress against objectives and targets set 5.6.2 Review Output

The output from the Management Review shall include any decisions and actions related to:improvement of the effectiveness of the Quality Management System improvement of product related to customer requirements resource needs

6.0 RESOURCE MANAGEMENT 6.1 Provision Of Resources The resources needed to develop, implement and continually improve the processes of the Quality Management System and to address and enhance customer satisfaction have been determined and provided in a timely manner to ensure that all requirements are met. 6.2 Human Resources 6.2.1 General

Personnel performing work affecting conformity to product requirements shall be competent on the basis of appropriate education, training, skills and experience. 6.2.2 We shall: determine the necessary competence for personnel performing work affecting conformity to product requirements Competence, Training And Awareness

where applicable, provide training or take other actions to achieve the necessary competence ensure that personnel are aware of the relevance and importance of their activities and how they contribute to the achievement of the quality objectives maintain appropriate records of education, training, skills and experience 6.3 Infrastructure

The Senior Management Team shall determine, provide and maintain the necessary infrastructure needed to ensure the conformity of product and service requirements. Infrastructure includes:buildings, workspace and associated facilities process equipment, computer hardware and software supporting services, including communication and transport 6.4 Work Environment

M. Barbisotti & Sons Ltd. will identify and manage the human and physical factors of the work environment needed to achieve conformity of the product. These factors influence motivation, satisfaction and performance of the people, potentially enhancing the performance of the company. a) creative work methodologies and opportunities for greater involvement to realise the potential of all people, b) safety rules and guidance, including use of protective equipment, c) ergonomics, d) special facilities for people e) social interaction f) workplace location

Examples of Physical factors affecting the work environment include:Heat Noise Light Hygiene Humidity Cleanliness Vibration Pollution Air Flow PRODUCT REALISATION Planning Of Product Realisation In order to attain and achieve the requirements of the Client and comply with our stated quality objectives the following will be reviewed and implemented as necessary:Quality Objectives and requirements relating to the end product.

The production of and introduction of new and existing processes and procedures necessary to deliver the final product, to meet and where possible, exceed Clients requirements. Resource levels including personnel, training, materials and equipment necessary to achieve the stated objectives. Implementation of a robust reporting procedure to including monitoring, inspection, testing and calibration activities to ensure the quality and specification of the final end product. Procedures, resources, training and documentation required for the smooth and efficient handover and commissioning of the product. 7.2 Customer-Related Processes Determination Of Requirements Related To The Product The organisation shall determine:requirements specified by the customer, including the requirements for delivery and post-delivery activities requirements not stated by the customer but necessary for specified or intended use, where known statutory and regulatory requirements related to the product any additional requirements determined by M. Barbisotti & Sons Ltd.

Review Of Requirements Related To The Product M. Barbisotti & Sons Ltd. shall review the requirements related to the product. This review shall be conducted prior to our commitment to supply a product to the customer (e.g. submission of tenders, acceptance of contracts or orders, acceptance of changes to contracts or orders) and shall ensure that product requirements are defined contract or order requirements differing from those previously expressed are resolved M. Barbisotti & Sons Ltd. has the ability to meet the defined requirements Records of the results of the review and actions arising from the review shall be maintained. Where the customer provides no documented statement of requirement, the customer requirements shall be confirmed before acceptance. Where product requirements are changed, the organisation shall ensure that relevant documents are amended and that relevant personnel are made aware of the changed requirements. Customer Communication M. Barbisotti & Sons Ltd. will determine and implement effective arrangements for communicating with customers in relation to product information enquiries, contracts or order handling, including amendments

customer feedback, including customer complaints The documents shall be retained for the life of the contract or as required by national regulations whichever is the greater. 7.3 Design And Development Design And Development Planning Where applicable, we shall plan and control design and development of the product and shall determine:the design and development stages the review, verification and validation activities appropriate to each design and development stage the responsibilities and authorities for design and development. M. Barbisotti & Sons Ltd. shall manage the interfaces between different groups involved in design and development to ensure effective communication and clear assignment of responsibility. Planning output shall be updated as appropriate, as the design and development progresses.

Design And Development Inputs Inputs relating to product requirements shall be determined and records maintained. These inputs shall include:functional and performance requirements applicable statutory and regulatory requirements other requirements essential for design and development The inputs shall be reviewed for adequacy. Requirements shall be complete, unambiguous and not in conflict with each other. Design And Development Outputs The outputs of design and development shall be in a form suitable for verification against the design and development input and shall be approved prior to release. Design and development outputs shall:meet the input requirements for design and development provide appropriate information for purchasing, production and service provision contain or reference product acceptance criteria specify the characteristics of the product that are essential for its safe and proper use Design And Development Review At suitable stages, systematic reviews of design and development shall be performed in accordance with planned arrangements:-

to evaluate the ability of the results of design and development to meet requirements to identify any problems and propose necessary actions Participants in such reviews shall include representatives of functions concerned with the design and development stage(s) being reviewed. Records of the results and any necessary actions shall be maintained. (see 4.2.4) Design And Development Verification Verification shall be performed in accordance with planned arrangements (see 7.3.1) to ensure that the design and development outputs have met the design and development input requirements. Records of the results of the verification and any necessary actions shall be maintained (see 4.2.4). We will establish processes to ensure that monitoring and measurement can be carried out and are carried out in a manner that is consistent with the monitoring and measurement requirements.

Where necessary to ensure valid results, measuring equipment shall: be calibrated or verified, or both, at specified intervals, or prior to use, against measurement standards traceable to international or national measurement standards; where no such standards exist, the basis used for calibration or verification shall be recorded (see 4.2.4) be adjusted or re-adjusted as necessary have identification in order to determine its calibration status be safeguarded from adjustments that would invalidated the measurement result be protected from damage and deterioration during handling, maintenance and storage M. Barbisotti & Sons Ltd. shall assess and record the validity of the previous measuring results when the equipment is found not to confirm to requirements. Appropriate action on the equipment or any product adversely affected. Records of the results of calibration and verification shall be maintained (see 4.2.4). Design And Development Validation Design and development validation shall be performed in accordance with planned arrangements to ensure that the resulting product is capable of meeting the requirements for the specified application or intended use, where known. Wherever practicable, validation shall be completed prior to the delivery or implementation of the product. Records of the results of validation and any necessary actions taken shall be maintained (see 4.2.4). Control Of Design And Development Changes Design and development changes shall be identified and records maintained. The changes shall be reviewed, verified and validated, as appropriate, and approved before implementation. The review of design and development changes shall include evaluation of the effect of the changes on constituent parts and product already delivered. Records of the results of the review of changes and any necessary actions shall be maintained (see 4.2.4). 7.4 Purchasing

Purchasing Process M. Barbisotti & Sons Ltd. shall ensure that purchased product conforms to specified purchase requirements. The type and extent of control applied to the supplier and the purchased product shall be dependant upon the effect of the purchased product on subsequent product realisation or the final product. The Buying Department shall provide purchasing processes for selection, evaluation, and control of purchased products to ensure they satisfy needs and requirements of the Company.

Purchasing processes should include: timely, effective and accurate identification of needs and purchased product specifications; evaluation of the cost of purchased product, taking account of product performance, price and delivery; the Companies need and criteria for verifying purchased products; unique supplier processes; consideration of contract administration, for both supplier and partner arrangements; warranty replacement for nonconforming purchased products; logistic requirements; product identification and traceability; preservation of product; documentation, including records; control of purchased product which deviates from requirements; access to suppliers' premises; product delivery, installation or application history; supplier development; identification and mitigation of risks associated with the purchased product. Purchasing Information Purchasing information shall describe the product to be purchased, including, where appropriate:requirements for approval of product, procedures, processes and equipment requirements for qualification of personnel Quality Management System requirements Verification Of Purchased Product The M. Barbisotti & Sons Ltd shall establish and implement the inspection or other activities necessary for ensuring that purchased product meets specified purchase requirements. Where the M. Barbisotti & Sons Ltd. or its customer intends to perform verification at the suppliers premises, we shall state the intended verification arrangements and method of product release in the purchasing information. 7.5 Production And Service Provision

Control Of Product And Service Provision We shall plan and carry out production and service provision under controlled conditions. These shall include:the availability of information that describes the characteristics of the product or service the availability of work instructions where required the use of suitable equipment the availability and use of monitoring and measuring equipment the implementation of monitoring and measuring equipment the implementation of product release, delivery and post-delivery activities

7.5.2 Validation Of Processes For Production And Service Provision We will validate any processes for production and service provision where the resulting output cannot be verified by subsequent monitoring or measurement and, as a consequence, deficiencies become apparent only after the product is in use or the service has been delivered. Validation shall demonstrate the ability of these processes to achieve planned results. The organisation shall establish arrangements for these processes including:defined criteria for review and approval of the process approval of equipment and qualification of personnel use of specific methods and procedures requirements for records (see 4.2.4) revalidation Identification And Traceability Where appropriate, M. Barbisotti & Sons Ltd. shall identify the product by suitable means throughout product realisation. We will identify the product status with respect to monitoring and measurement requirements throughout product realisation. Where traceability is a requirement, the unique identification of the product and maintain records (see 4.2.4) will be controlled Customer Property M. Barbisotti & Sons Ltd. shall exercise care with customer property while it is under their control or being used by the organisation. They shall identify, verify, protect and safeguard customer property provided for use or incorporation into the product. If any customer property is lost, damaged or otherwise found to be unsuitable for use, the organisation shall report this to the customer and maintain records (see 4.2.4) Preservation Of Product

We shall preserve the product during internal processes and delivery to the intended destination in order to maintain conformity to requirements. As applicable, preservation shall include identification, handling, packaging, storage and protection. Preservation shall also apply to the constituent parts of a product. Control Of Monitoring And Measurement Equipment We shall determine the monitoring and measurement to be undertaken and the monitoring and measuring equipment needed to provide evidence of conformity of product to determined requirements. The organization shall establish processes to ensure that monitoring and measurement can be carried out and are carried out in a manner that is consistent with the monitoring and measurement requirements. Where necessary to ensure valid results, measuring equipment shall:be calibrated or verified, or both, at specified intervals, or prior to use, against measurement standards traceable to international or national measurement standards; where no such standards exist, the basis used for calibration or verification shall be recorded (see 4.2.4) be adjusted or re-adjusted as necessary; have identification in order to determine its calibration status be safeguarded from adjustments that would invalidate the measurement result be protected from damage and deterioration during handling, maintenance and storage. The organisation shall assess and record the validity of the previous measuring results when the equipment is found not to conform to requirements. The organisation shall take appropriate action on the equipment and any product affected. Records of the results of calibration and verification shall be maintained. (see 4.2.4). MEASUREMENT, ANALYSIS AND IMPROVEMENT General We shall plan and implement the monitoring, measurement, analysis and improvement processes needed:to demonstrate conformity to product requirements to ensure conformity of the Quality Management System to continually improve the effectiveness of the Quality Management System This shall include determination of applicable methods, including statistical techniques, and the extent of their use. Monitoring And Measurement Customer Satisfaction As one of the measurements of the performance of the Quality Management System, M. Barbisotti &

Sons Ltd. shall monitor information relation to customer perception as to whether it has met customer requirements. Internal Audit An internal audit system is established for performing periodic internal audits of the Quality Management System and related processes. The purpose of the internal audit is to determine whether the quality system:conforms to the requirements of the International Standard and to the Quality Management System requirements is effectively implemented and maintained Planning for internal audits shall be flexible in order to permit changes in emphasis based on business activities as well as findings and observations obtained during the audit and input from the area to be audited.

The documented procedure includes the responsibilities and requirements for conducting audits, ensuring their independence, recording results and reporting to management. Management ensure that timely corrective action is taken on deficiencies found during the audit. Follow up action includes the verification of the implementation of corrective action, and the reporting of verification results Records of audits and their results shall be maintained (see 4.2.4). Monitoring And Measurement Of Processes We will apply suitable methods for monitoring and, where applicable, measurement of the Quality Management System processes. These methods shall demonstrate the ability of the processes to achieve planned results. When planned results are not achieved, correction and corrective action shall be taken, as appropriate, to ensure conformity of the product. Monitoring And Measurement Of Product We will monitor and measure the characteristics of the product to verify that product requirements have been met. This shall be carried out at appropriate stages of the product realisation process in accordance with the planned arrangements. When choosing a method to measure products we will consider the following:the types of product characteristics, which then determine the types of measurement, suitable measurement means, the accuracy required and skills needed equipment and tools required the location of suitable measurement points in the realisation process sequence characteristics to be measured at each point, and the documentation and acceptance criteria to be used customer established points for witness or verification of selected characteristics of a product

inspections or testing required to be witnessed or performed by statutory and regulatory authorities where, when and how M. Barbisotti & Sons Ltd. intends, or is required by the customer or statutory and regulatory authorities, to engage qualified third parties to perform type testing, in-process inspections or testing, product verification, product validation, and product qualification; qualification of people, materials, products, processes, and the Quality Management System; final inspection to confirm that verification and validation activities have been completed and accepted recording the results of product measurements. Evidence of conformity with the acceptance criteria shall be maintained (see 4.2.4).

Control Of Nonconforming Product We will ensure that product which does not conform to product requirements is identified and controlled to prevent its unintended use or delivery. The controls and related responsibilities and authorities for dealing with nonconforming product are defined in a documented procedure We will deal with nonconforming product by one or more of the following ways:by taking action to eliminate the detected nonconformity by authorising its use, release or acceptance under concession by a relevant authority and, where applicable, by the customer by taking action to preclude its original intended use or application. When nonconforming product is corrected it shall be subject to re-verification to demonstrate conformity to the requirements. When non-conforming product or service detected after collection, delivery, or use has started, we will take action appropriate to the effects, or potential effects, of the nonconformity. Records of the nature of nonconformities and any subsequent actions taken, including concessions obtained, shall be maintained (see 4.2.4). Analysis Of Data We will determine, collect and analyse appropriate data to demonstrate the suitability and effectiveness of the Quality Management System and to evaluate where continual improvement of the effectiveness of the Quality Management System can be made. This shall include data generated as a result of monitoring and measurement and from other relevant sources. The analysis of data shall provide information relating to:customer satisfaction (see 8.2.1)

conformity to product requirements (see 8.2.4) characteristics and trends of processes and products, including opportunities for preventive action (see 8.2.3 and 8.2.4) suppliers (see 7.4). 8.5 Improvement

Continual Improvement We will continually improve the effectiveness of the Quality Management System through the use of the quality policy, quality objectives, audit results, analysis of data, corrective and preventive actions and management review.

Corrective Action Action will be taken to eliminate the causes of nonconformities in order to prevent recurrence. Corrective actions shall be appropriate to the effects of the nonconformities encountered. A documented procedure shall be established to define requirements for:reviewing nonconformities (including customer complaints) determining the causes of nonconformities evaluating the need for action to ensure that nonconformities do not recur determining and implementing action needed records of the results of action taken (see 4.2.4) reviewing the effectiveness of the corrective action taken Preventive Action M. Barbisotti & Sons Ltd. shall determine action to eliminate the causes of potential nonconformities in order to prevent their occurrence. Preventive actions shall be appropriate to the effects of the potential problems. A documented procedure shall be established to define requirements for:determining potential nonconformities and their causes evaluating the need for action to prevent occurrence of nonconformities determining and implementing action needed records of results of action taken (see 4.2.4) reviewing the effectiveness of the preventive action taken