Quality Management System Manual

AS9100 Rev.
ISO 9001:2008
NORANCO INC. 710 Rowntree Dairy Road, Woodbridge, Ontario, Canada, L4L 5T7 Phone: 905-264-2050 Fax: 905-264-1471 http://www.noranco.com/
QMSM
QUALITY MANAGEMENT SYSTEM MANUAL
NORANCO Inc.
Quality Management System Manual

QMSM Issue A August 2010 Manual Serial Number: 01
710 Rowntree Dairy Road Woodbridge, Ontario, L4L 5T7 Ph: 905-264-2050 Fax: 905-264-1471 www.noranco.com
QMSM
ISSUE A
REVISION 00 Page 1 of 65
DATE ISSUED August, 2010
AS9100 Rev. C
ISO 9001:2008
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1.2
Manual Amendment History
ISSUE A
REVISION LEVEL 00
SECTION # CHANGED All
DESCRIPTION OF CHANGE New release due to new corporate direction and divisional name change
ISSUED BY M.C.
DATE Aug. 31, 2010
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ISO 9001:2008
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1.3.
Table of Contents
Section 1 Quality Policy Manual 1.1 1.2. 1.3 1.4 1.5 Cover Page Manual Amendment History Table of Contents Company History and Capability Corporate Structure
Section 2 The Company 2.1. 2.2. Reasons for Issuance and Declaration QMSM Amendment Control
Section 3 Glossary of Terms, Acronyms and Definitions 3.1. 3.2. Commonly used Acronyms NORANCO Terms and Definitions
Section 4 Quality Management System 4. 4.1 4.1. a. 4.1. b. 4.1. c. 4.2. 4.2.1. 4.2.2 4.2.3. 4.2.4. Quality Management System General Requirements NORANCO INC. Quality Management System Level One Processes Level Two Processes Documentation Requirements General Quality Manual Control of Documents Control of Records
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ISO 9001:2008
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Section 5 Management Responsibility 5.1. 5.2. 5.3. 5.4. 5.4.1 . 5.4.2 . 5.5. 5.5.1. 5.5.2. 5.5.3. 5.6. 5.6.1 . 5.6.2 5.6.3 . Management Commitment Customer Focus Quality Policy Planning Quality Objectives Quality Managemet System Planning Responsibility, Authority and Communication Responsibility and Authority Management Representative Internal Communication Management Review General Review Input Review Output
Section 6 Resource Management 6.0. 6.1. 6.2. 6.2.1. 6.2.2. 6.3. 6.4. Resource Management Model Provision of Resources Human Resources General Competence, Training and Awareness Infrastructure Work Environment
Section 7 Product Realization 7.0. 7.1. 7.1.1. 7.1.2. 7.1.3. 7.1.4. 7.2. 7.2.1. 7.2.2. 7.2.3. 7.3.
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Product Realization Planning of Product Realization Project Management Risk Management Configuration Management Control of Work Transfers Customer Related Processes Determination of Requirements Related to the Product Review of Requirements Related to the Product Customer Communication Design and Development
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7.4 7.4.1. 7.4.2. 7.4.3. 7.5. 7.5.1. 7.5.1.1 7.5.1.2 7.5.1.3 7.5.1.4 7.5.2. 7.5.3. 7.5.4. 7.5.5. 7.6
Purchasing Purchasing Process Purchasing Information Verification of Purchased Products Production and Service Provision Control of Production and Service Provision Production Process Verification Control of Production Process Changes Control of Production Equipment, Tools, and Software Programs Post-Delivery Support Validation of Processes for Production and Service Provision Identification and Traceability Customer Property Preservation of Product Control of Monitoring and Measuring Equipment
Section 8 Measurement, Analysis and Improvement 8.0. 8.1. 8.2. 8.2.1. 8.2.2. 8.2.3. 8.2.4. 8.2.4.1 8.2.4.2 8.3. 8.3.1. 8.3.2. 8.3.3. 8.4. 8.5. 8.5.1. 8.5.2. 8.5.3. Measurement, Analysis and Improvement General Monitoring and Measurement Customer Satisfaction Internal Audit Monitoring and Measurement of Processes Monitoring and Measurement of Product Inspection Documentation First article Inspection Control of Non Conforming Product Control of Non Conforming Product in Receiving Inspection Non-conformity during Manufacture, Assembly and Testing Concessions and Production Permits Analysis of Data Improvement Continual Improvement Corrective Action Preventive Action
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ISO 9001:2008
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Section 9 Quality Policy Manual Distribution
9.1. 9.2.
Internal Distribution List External Distribution List
Section 10 Incorporated Documents 10.1 10.2 10.3 10.4 Site Specific Procedures Site Specific Quality Control Instructions Site Specific Specifications Site Specific Forms
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1.4
Company History and Capability
Formed in March, 2008 as a result of the acquisition of three well established aerospace components manufacturers, NORANCO INC. is strategically posed to offer a wide range of precision specialty components and assemblies for the aircraft, aerospace and defense industries. The company represents one of the largest leading edge aircraft components manufacturing in Canada. The three divisions of NORANCO INC. offer a combined aerospace manufacturing experience of more than forty years and they are located in Woodbridge, Vaughan and Pickering Ontario in three separate state-of-the-art facilities with a manufacturing area of over 250,000 sq-ft. Primary manufacturing facilities include centers of excellence: The Woodbridge Division, large complex hard metal machining and assembly of landing gear components, including structural parts made from aluminum, titanium, stainless steel, and other alloys in large configurations. The Vaughan Division performs similar activities but on a smaller scale with an emphasis on Kits and the Pickering Division specializes in avionics boxes, flight deck pedestals (sheet metal and machined alloys) including stringers up to 40 ft. in length. Noranco offers a number of special processes under the NADCAP certification requirements. Assembly and hydraulic fluid testing of actuators are also available. Comprised of a skilled work force of over 410 trained specialists provides a complete service to OEM customers: Bombardier Aerospace, Goodrich, Messier-Dowty, Honeywell, etc. The company is positioned to perform various activities beginning from the initial order entry, planning, programming (up to 6 axes), material purchase, production processes, tooling control, assembly, hydraulic test, first article inspection, supply chain management, and packaging/ shipping to domestic or export destinations. NORANCO INC. is committed to continued investment in equipment and training to expand and diversify to satisfy customer needs.
Our Vision / Mission

Noranco Inc. is a world class, integrated manufacturer and solutions provider to the commercial and military aerospace sectors. We provide added value to our customers through a wide range of sophisticated capabilities including manufacturing, processing, assembly, testing and supply chain management.
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Environmental, Health & Safety Policy

Noranco is committed to providing a healthy and safe work environment for all its employees and preventing occupational illness or injury. Noranco, through all of its employees, will co-operate with the Joint Health and Safety Committee to create a healthy and safe work environment. Noranco recognizes the importance of considering the protection of the environment through the management of its activities and promotes the principle among its employees, suppliers, and customers. Noranco continuously adopts measures in its operation to prevent pollution by conserving, recycling and using natural resources rationally. Noranco commits to comply with environmental legislation to ensure the safe and ecological management of its activities.
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QMSM QUALITY MANAGEMENT SYSTEM MANUAL
1.5
ORGANIZATION CHART
Corporate Structure
C.E.O.
President
Director, New Business
VP Woodbridge & Vaughan
Director, HR
C.F.O.
VP Finance
Director, Supply Chain
Pickering Division General Manager Quality Manager
Woodbridge Division General Manager Quality Manager
Vaughan Division General Manager Quality Manager
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2.1.
Reasons for issuance and Declaration:
The purpose of this Quality Management System Manual is to define the quality management system, managerial responsibilities and resources that enable NORANCO INC. to comply with its declared quality policy. Comply with all orders placed on the company under the terms of approvals granted by customers and ensure it can meet the following:
Satisfy the requirements of SAE AS9100C Aerospace Standard Quality Management Systems Requirements for Aviation, Space and Defense Organizations. SAE AS9100C and ISO9001:2008 And meet or exceed the quality requirements imposed by our preferred customers.
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3. 3.1.
Glossary of Terms, Acronyms and Definitions Commonly used Acronyms Definition
Acronym
AS CA CEO CFO C of C CP FAI FAIR FMEA FOD ISO MBD MRB MOP NCR OEM PO QMSM QMS QP RFQ SAE
Aerospace Standard Corrective Action Chief Executive Officer Chief Financial Officer Certificate of Compliance Corporate Procedure First Article Inspection First Article Inspection Report Failure Mode and Effects Analysis Foreign Object Damage International Organization for Standardization Model Based Definition Material Review Board Measures of Performance Non Conformance Record Original Equipment Manufacturer Purchase Order Quality Management System Manual Quality Management System Quality Procedure Request for quotation The Engineering Society for Advancing Mobility, Land, Sea, Air and Space
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3.2.
NORANCO Terms and Definitions
NORANCO INC.:
A corporation comprised of three divisions: Woodbridge, Vaughan and Pickering. Organization, which receives a product, supplied by NORANCO INC. Refers to NORANCO INC. in the Customer-Organization-Supplier supply-chain Organizations that supply a product or service to NORANCO INC. (Materials, processing, etc.) Used to describe the different functions within NORANCO INC. that work together to produce products. (Manufacturing, Shipping, Quality, Planning, etc.) The documented inspection required that addresses only the changes made to a product after the initial FAI was produced. Usually as a result of a design change which affects only some characteristics on a part. The output of a department, such as parts, assemblies, tools or services. May also refer to support functions and operations such as production or inspection plans, programs, etc. A legal document issued by the customer to NORANCO INC. which details the requirements for transfer of product or services from NORANCO INC. to the customer including such requirements as quantities, delivery dates, revision levels, special quality clauses, etc. Request for quotation. Formal request for price and delivery information made to a supplier. Certificate of Compliance. A formal certificate issued by a supplier that usually details the detailed traceability of a product, revisions, serial numbers, quantities, processes, etc. Written sequential instructions to be used in conjunction with MBD models, drawings and specifications in the production, servicing, inspection and shipping of product.
Customer: Organization: Supplier: Department:
Delta FAI:
Product:
Contract/Purchase Order:
RFQ: C of C:
Process Plan:
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Work Order: Risk: Special Requirements:
(See Process Plan) An undesirable situation or circumstance that has both a likelihood of occurring and a potentially negative consequence. Customer specific instructions documented on the P.O. that are in addition or modify the Engineering requirements. Characteristics that have an influence on safety, reliability or operation of the component or the system as intended. Key characteristics are normally identified by design and require recording and monitoring using statistical quality control charts. They are usually connected with attachment points to facilitate higher assembly.
Critical Items:
Key Characteristic:
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4. 4.1
Quality Management System General Requirements

4. Ensure availability of resources and information necessary to support the operating and monitoring of these processes 5. Monitor, measure and analyze the processes
3. Determine Criteria and methods required to ensure that the operation and control of these processes are effective 2. Determine the sequence and interaction of these processes
6. Implement actions to achieve planned results and continually improve the processes
Continuous Management of Process
Noranco
Process Map
Process Owner
Objectives MOPs
Process Assessment
Improvement actions
1. Identify (all) processes needed for the QMSM and their applications throughout Noranco.
Key Processes Priorities
Process Benchmarking
Process Re-design
Improvement actions
Key w Bus ines s QMSM
Company level
Process level
Detailed level
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REVISION 00
AS9100 Rev. C
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4.1.a.
NORANCO INC. Quality Management System
Manage Programs and Customer Relationship Win New Business Support Customers
Customer Expectations Supply Chain
OEM
Customer Satisfaction
Purchase Materials SUPPLIERS

Produce & Deliver
Manage Resources Manage Human Human Resources
Manage and Strategy Manage Policy Financial Resources
Provide Provide Information Information
Manage System & Continuous Improvement
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4.1. b.
Level One Processes

Custom ers & S uppliers Inputs
L au n ch App r ova l Bu sin ess P lan De velop m en t Plan
LE VEL ONE PROCESSES
Outputs
Deve lo p m en t M o n ito r ed
Customers
M an ag e Pro g ra m s Su p p o rt Cu sto m e rs
M an ag e a Pro g ra m Ch a ng e
M an a ge Po lic y & Stra te g y
Pro gra m P erfo rm an ce Re p or ti ng M a na g e a Pr og r am T ech n ic al Sp ec ifica tio n
Devel op & M ain tain L o g isti c S u pp o rt
Pu rc ha se M ater ial & Se rvic es
Pu rc h ase M a te ria ls & Co m p o ne n ts
W in Ne w Bu sin ess
W in a Co ntra ct & M ai ntai n Cha n ge s
Cost Re po r tin g
Develop & Maintain Man ufac ture P lans Custo m er Nee d s, Ex pe ctatio n an d S atisfa ctio n Un d er sta nd th e M a rke t
Pro d u ce an d Deli ver Pr od u cts
M an u factu re p ar ts
Assem ble c o m po ne nts
Delive r c om p on e nts
Cu sto m e r Ex p ectatio n De sig n Pro d u c t Re aliz atio n Answ er to Cu sto m e r Ex p ectatio n S up po rt Cu stom er T echn ic al Sp ec ifica tio n T ra in in g Ne ed Co m m un ic ate I nter n ally
In cid e nt
S afety & En vir on m en t In cid en t Notifica tio n M a in ta in Bui ld in gs & W or k En vir on m en t
M an ag e Po lic y a n d Stra te gy
Devel op M a n ag em en t o f Sy ste m & P ro ce sses
T rai ni ng
T ech n ic al Qu estio n
Assist Cu sto m e rs
Re sp on se
S u p po r t Custo m e r
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AS9100 Rev. C
ISO 9001:2008
4.1. c. Level Two Processes
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4.2. 4.2.1.
Documentation Requirements General
The Quality Management System documentation at NORANCO INC. fully complies with AS 9100 C and includes: Documented Statements of a Quality Policy and Quality Objectives. Refer to sections 5.3. This Quality Management System Manual. Documented Quality Procedures required by the AS 9100 C Standard. Refer to section 4.2.3 and 4.2.4 of this Quality Management System Manual, 8.2.2, 8.3, 8.5.2, 8.5.3. Documented Operating Procedures to complement the operation of the business and other regulatory bodies. Refer to section 10.0 The Documentation required by NORANCO INC. to ensure the effective planning and control of its processes are referred to within this Quality Policy Manual and the procedures / processes referenced herein (QPs). Records required are controlled according to section 4.2.4 of this manual. All Personnel at NORANCO INC. have access to this Manual within their respective Departmental / Company Procedures / Processes. The Documented Procedures / Processes of the NORANCO INC. Quality System are available to all customers upon request. Exclusions Exclusions to the AS 9100 C requirements are in the areas of 7.3. Design & Development 7.5.1.4 Post Delivery Support NORANCO INC. is manufacturing build to print to customers drawings and is not pro viding service activities for the manufactured products. 4.2.2. Quality Manual
NORANCO INC. will establish and maintain a Quality Management System Manual in line with the AS 9100 C Standards The Quality Management system is a process based management system, which clearly demonstrates its ability to consistently prove and fully meet the requirements of the standard and customer requirements. The aim of the Quality Management System is to maintain and continually improve customer satisfaction whilst working within the requirements of the standard. Customer satisfaction is achieved by the effective application of the system including the use of the P.D.C.A (Plan-Do-Check-Act) Continuous Improvement Cycle. The Quality Management System covers all activities of the company.
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4.2.3.
Control of Documents
The documentation structure to communicate mandatory instructions to NORANCO INC. personnel is illustrated overleaf. These documents, and their control, are maintained to ensure all personnel are informed of matters, which are essential to ensure compliance with the requirements of any approving customer or company procedures. The structure for procedures/processes is shown below. Document control applies to paper and electronic media. It is the responsibility of all managers to maintain a Master List of the Procedures used within their departments and to ensure the documentation is approved, at the latest issue, and that superseded documents are removed and destroyed. Additionally all users of these documents are trained in their use, notified of changes and have access to them. Managers ensure that the pertinent issues of appropriate documents are available at all locations where operations essential to the effective functioning of the quality system are performed. Documentation is initiated, reviewed, approved and issued in accordance with site specific Document Control procedures prior to issue. Each Division reviews its procedures annually in accordance with Management Review Procedures, to ensure they still reflect and satisfy their purposes. Records of these reviews are maintained as objective evidence of compliance. NORANCO INC. is maintaining and controlling customers (external origin) documentation by following site specific Document Control procedures. Originator controls revisions levels and configuration management for external origin documents. Individual Quality Procedures will state the activities to be carried out by departments to ensure that a specific business need is given the appropriate level of support. To prevent use of obsolete documents they will be suitably marked or removed and destroyed.
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ACT
Update Control of Records
Implement Improvements Identified Regulatory and Customer Requirements
PLAN
Control of Documents 4.2.3
Approve Changes to Documentation
Approve documentation prior to issue
Review, update and re-issue documents
Ensure changes to documents and revision status is identified
Make relevant documents available Monitor Documentation and Controls for Employee Access Documents are valid and obsolete documents are removed
Undertake Periodic Documentation Review
Externally produced documents are identified, controlled and distributed.
CHECK
DO
Documentation Control Structure
Quality Management System Manual

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Divisions Work
COMPANY Business Processes
Divisions Procedures
Instructions
Noranco Inc.
Divisions Business Processes
Corporate Procedures CPs
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4.2.4.
Control of Records
Quality records are objective evidence of compliance with, or the functioning of, the effective operation of the quality system. These are retained and controlled by NORANCO INC. or its suppliers (as applicable). All records identified as quality records are maintained in accordance with customers contractual requirements. Departmental Managers are responsible for the retention of quality records. Site specific procedures define the records to be stored, retention periods, locations and method of storage including retrieval and disposition. Records that are created by and/or retained by suppliers will be controlled in accordance with the supplier internal procedures and made available upon request from Noranco Inc. or its customers.
Implement Improvements Identified
Customer Contractual Requirements
ACT
Update Records
PLAN
Control of
Approve Changes Implement Corrective Action For Records review
Company Procedural Requirements
Quality Records 4.2.4
Define Quality Records
Define Category and Retention Periods of Records
Storage of Records, Method and Location
Record Review Findings Review Customer Contractual Requirements
Feedback Control of Records Review With Process Owner
Review of Records and Methods Storage
CHECK
DO
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SECTION 5 MANAGEMENT RESPONSIBILITY Business Management System Model for Management Responsibility
BUSINESS MANAGEMENT SYSTEM MODEL
Continual Improvement of the Business Management System
Customers
Management Responsibility Responsibility Resource Management Measurements, Analysis, Improvement
Management
Customers
Requirements
Product Realization
Product
Satisfaction
INPUT
SUPPLIE SUPPLIERS RS
OUTPUT
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Management Responsibility Model
Management Responsibility Model
General Requirements Documentation Requirements
Management Responsibility
Planning
Administration
Management Review
General Requirements
Management Commitment
Objectives
Responsibility and Authority
Policy Adequacy
Regulatory Requirements
Customer Focus
Planning
Management Representative
Inputs Outputs
Customer Requirements
Policy
Goals
Internal Communication
Performance Targets
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ISO 9001:2008
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5.1
The Management Team at NORANCO INC. is fully committed to the development and implementation of the Quality Management System, and continually improving its effectiveness by: Communicating to the team at NORANCO INC. the importance of meeting customer requirements by the various methods of internal communication, refer to section 5.5.3. Establishing a Quality Policy with the objective of achieving the requirements of the customer refer to section 5.3. Ensuring that Quality objectives are established, refer to section 5.4.1. Conducting Management Reviews, refer to section 5.6. Ensuring that the relevant resources are available to meet the requirements of the Quality Management System, refer to section 6.1.
ACT
Commitment to Meet Customer Requirements
PLAN
Approve Changes and Communicate
Update and Amend Quality Policy and Objectives
5.1.
Establish Business Strategy / Objectives and Policy
Define Management Review Structure Ensure the resources available are adequate and competent
Analyse Communication Feedback to Employees
Communicate to Employees
Record Review Findings
Ensure the Quality Objectives are Being Met
CHECK
Review the Suitability of Strategy / Objective & Policy for Business Requirements
Conduct Management Review
DO
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5.2
Customer Focus
The Senior Management Team at NORANCO INC. are fully committed and focused to the requirements of the customer and give priority in enhancing Customer Satisfaction and reacting quickly to changes in customer demand to achieve and continually improve Customer Satisfaction. NORANCO INC. shall: Meet the requirements specified by the customer for delivery Review with the customer any regulatory requirements related to the product Review with the customer any additional NORANCO INC. requirements Monitor any Information from the customer relating to its perception as to whether the organization has satisfied and has met customer requirements. Analyze Information and continually improve customer perception to achieve and meet the requirements of the customer.
ACT
Regulatory and Customer Requirements
PLAN
Implement Corrective Action Plans
Approve Corrective Action Plans with Customer
Customer Focus
5.2.
Fully understand Customer Requirements
Customer Product Awareness
Approve Corrective Action Plan Product Review Inform Customer of Level of Competence Regarding Product Awareness
Noranco Requirements
Monitoring of Customer Perception
Analyse Customer Perception of Requirements
Review of Customer Requirement
Analyze Noranco Product Requirement Review
Review with Customer and Train for Customer Awareness
Assess Customer Competence on Product Awareness
Review Noranco Product Requirement
CHECK
Discuss Review with Customer
Monitor Customer Perception of Requirements
DO DO
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5.3
Quality Policy
NORANCO INC.
Quality Policy
NORANCO Inc. is committed to providing products and services of the highest quality in order to meet our customers specifications and exceed their expectations. Noranco Inc. will ensure it remains a World Class Supplier by continuously improving the quality level of its products and expanding its processes and capabilities.
Quality Objectives: To foster a culture and environment in which quality is everyones responsibility. To understand and meet our customers needs and requirements. To continuously improve our capabilities and processes. To give our customers real value for the products and services we provide.
ACT Continuous Improvement of our Business Processes
PLAN
Best recognized Aerospace Components Manufacturer
Noranco Inc.
Quality Policy Measuring and Monitoring our Business Processes CHECK Meeting Or Exceeding Customer Needs DO
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5.4
Planning
5.4.1. Quality Objectives The NORANCO INC. quality management system is based on the requirements of the International Organization for Standardization AS 9100 C, customers contractual requirements and regulatory requirements. It has been designed to ensure that all products and services conform to these requirements. The Quality Objectives at each division are to ensure that the system is effectively planned, developed and implemented in such a manner that it satisfies all organizations requirements. Quality System Objectives are established at Management Review Meetings. Quality Managers present measures of performance related to: Non-conformities issued during manufacturing Internal Audit status Corrective Action status Customers quality rating Any other MOPs with reference to process control Management Review Meetings will decide on Quality Objectives, such as target limits to be achieved within a time limit. Quality Managers will measure and monitor trends and causes toward achieving targets. The targets must be real, achievable and a measuring system should be in place, in order to monitor advancement. Quality Objectives established at Management Review Meetings will be flowed-down to the appropriate function personnel responsible for the objective. In accordance with customers requirements, NORANCO INC. recognizes the customers rights of access, to premises in order to audit the Quality System, examine Quality Records and verify Product Quality. Verification by the Customer does not absolve NORANCO INC. of the responsibility to provide an acceptable product, nor does it preclude subsequent rejection. 5.4.2 Quality Management System Planning
The Management Team at NORANCO INC. is fully committed to ensure that: The planning of the Quality Management System is carried out to meet the requirements of the system and to ensure that the integrity of the system is maintained when changes are planned and implemented. That all changes are fully identified and communicated to the relevant process owners and comply with the AS 9100 C standard
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5.5. 5.5.1.
Responsibility, Authority and Communication Responsibility and Authority
The NORANCO INC. Organization Chart shown at paragraph 1.4 describes the corporate structure of NORANCO INC. and the chains of authority and responsibility. A full description of the authority and responsibility for each division is defined in their respective operating procedures and statements. 5.5.2. Management Representative
The Divisional Quality Managers report to the Divisional General Managers. The Divisional Quality Managers ensure that the company meets the customers requirements. The company's quality performance is continually monitored and any departure from approved standards will be addressed with effective corrective action to prevent recurrence. Measures of performance are used widely throughout the organization to target improvement areas. The Divisional Quality Managers also ensure that an annual review of the Quality System is held to assess the company's performance in meeting all customer requirements, as per the Management Review procedure. The Divisional Quality Managers are the nominated management representatives to co-ordinate appropriate departments and ensure compliance with the customers requirements. The Divisional Quality Manager ensures that adequate training is provided so that all departmental personnel can satisfactorily carry out their job functions. Where any training in order to achieve these and/or additional needs are required, these are planned and carried out in accordance with the company training procedures. Performance development plans are used to identify individual needs for training. Quality records are maintained in line with site specific procedures. The Division Quality Manager at each Noranco location is the designated Management Representative for that Division and 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 organization. Proposing to management all required changes in order to maintain the prescribed quality rating of the products Analyze trends and propose measures for continual improvements. The Management Representative is granted the organizational freedom and unrestricted access to top Management to resolve Quality related issues.
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ISO 9001:2008
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5.5.3. Internal Communication Management at NORANCO INC. ensures that the appropriate methods are established within the organization and communication takes place at the appropriate times to ensure the effectiveness of the Quality Management System. The effectiveness of the Quality Management System can be conveyed through various methods, at senior management level then filtered down through all of the levels of the organization by the methods stated below. Methods of Communication: Annual Briefing by Senior Management from NORANCO INC. sharing information relating Business Progress Reports and future Business Objectives for the year. Monthly cascade briefings are used, to inform all employees on information received from the Management team, objective and business performance and items of interest. Regular Department Meetings. Company Notice Boards are used to display all information relating to the Organization, Management and information required for the daily running of the business. Departmental Notice Boards are used to display all information related to the daily planning and running of the area, including Measures of Performance, Team issues, and planned activity. Emails are used to keep lines of communication open with all responsible parties within the organization. Items of interest from customers, suppliers and/or internal departments may be communicated via e-mail. 5.6 5.6.1 Management Review General
The management review process shall be conducted by NORANCO INC. Management in line with the AS 9100 C requirements. The management review shall be conducted at defined intervals at least once a year. A management review is conducted to ensure continuing suitability, adequacy and effectiveness of the NORANCO INC. Quality system. 5.6.2 Review Input
Below is a non-exhaustive list of inputs that the management review shall include: Results of Audits Customer Feedback. (Examples of this: Key Performance Indicators, Customer Audits, Customer Rating System, Telephone Conversations, and E-mails). Process Performance and Product Conformity Status of Preventative and Corrective Actions Follow-up Actions from previous Management Reviews Changes that could affect the Quality Management System Effectiveness of the Quality Policy and objectives performance indicators. Recommendations for Improvement
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5.6.3.
Review Output
Below is a list of Outputs obtained from the Management Review, which shall include any actions and decisions related to: Improvement of the Effectiveness of the Quality Management System and its Processes Effectiveness of Corrective Action System, Internal Audits results, changes in the processes and compliance to the QMS. Improvement of product related to customer requirements Targets, Limits and time frame for improving Customers rating and Regulatory compliance Resource Needs Records of the Management Review are published and stored in line with site specific procedures.
Management Review Effective decisions are based on the analysis of data Process fafafactsinformation. Manage
Define Define company company policy & policy & objectives objectives Key Key Process Process Performance Performance MOP s MOP s Key Product Key Product Conformity Conformity MOP s MOP s Key Supplier Key Supplier Performance Performance MOP s MOP s Customer Customer feedback feedback MOP s MOP s
Determine targets to objectives by top mgmt, with input from the customer
Product/ Product/ Process Process Audit Audit MOP s MOP s Corrective Corrective Preventive Preventive Action Action MOP s MOP s
Input s
Analysis of MOPs and recommended actions for review Changes that will affect the Business Follow-up actions from previous
management reviews Recommendations for improvement
Management Management review review meetings meetings
Management system
Includes any decisions and actions related to;
Output s
Decide on improvements (effectiveness) of the management system and its processes Decide on improvement of product to customer requirements and Allocate resources
QMSM
ISSUE A
AS9100 Rev.C
ISO 9001:2008
QMSM
6.
Resource Management
Business Management System Model

Continuous Improvement of the Business Management System
Customers Management Responsibility
Customers
Requirements
Resource Management
Product Realization
Measurements, Analysis, Improvement
Satisfaction
Product
INPUT
SUPPLIERS
OUTPUT
QMSM
REVISION 00
AS9100 Rev.C
ISO 9001:2008
QMSM
6.0.
Resource Management Model
RESOURCE MANAGEMENT MODEL
Provision of Resources
Human Resources
Infrastructure
Environment
Equipment Tooling
General
Buildings Machinery
Comply with Safety
Manpower
Competence Awareness & Training
Power, Facilities Water
Clean working areas
Information Technology
Office Space
Health Conscious
QMSM
REVISION 00
AS9100 Rev.C
ISO 9001:2008
QMSM
6.1
Provision of Resources
The Management Team at NORANCO INC. is responsible to provide the resources needed: To implement, review and investigate the effectiveness of the Quality Management System. Refer to sections 5.4.1 and section 5.6. To enhance customer satisfaction by meeting customer requirements These resources shall not only be adequate in numbers, but must be aware of the Quality Management system, including Quality Policy and objectives and be fully trained to a competent level, to undertake the activities that they are expected to perform. Refer to section 6.2. The resources shall be managed by NORANCO INC. in accordance within the requirements of the AS 9100 C standard. 6.2 6.2.1 Human Resources General
Personnel performing work affecting product quality at NORANCO INC. shall be fully competent on the basis of education, training, skills and experience. NORANCO INC. will determine the necessary competence for personnel performing work affecting product quality: By providing training or take other actions to satisfy these needs. By evaluating the effectiveness of the actions taken. By ensuring that all personnel are aware of the relevance and importance of their activities and how they contribute to the achievement of the Quality objectives. By maintaining the appropriate records of education, training, skills and experience. (refer to section 4.2.4) NORANCO INC. recognizes the importance of developing individuals. The company has a training development policy, which is being progressively implemented throughout the company. It is a company policy to provide all employees with a structured training plan and the training necessary to equip them with the appropriate skills and necessary knowledge to perform the tasks required by the business. Training programs encompass all employees. Internal personnel who are qualified as trainer, external trainers or qualified training agencies may perform training as required. Refer to site specific Human Resources training procedures. Personnel whose job function changes through promotion, transfer or introduction of new working practices, are given training to ensure they have the skills required to cover those changes.
QMSM
ISSUE A
AS9100 Rev.C
ISO 9001:2008
QMSM
Department Managers are responsible for determining the requirements of any major training programs which may be needed to improve performances in specific areas, to achieve overall business objectives, or where changes in the business have generated the need for additional training. 6.2.2 Competence, Training and Awareness
The Director of Human Resources is responsible for converting the training programs defined by the managers into a training plan and is responsible for advising and assisting managers to encourage a consistent approach on training throughout the company. The HR Department and Division General Managers are responsible for planning, identifying and maintaining training records. They ensure that their departmental training requirements are satisfied. The level of competence, experience, training and resources necessary to ensure personnel are capable of carrying out verification activities are determined and provided by management.
ACT ACT
Implement improvements identified
Customer requirement
PLAN
Maintain training records of education, training skills and experience
Are personnel employed on the basis of appropriate education, training, skills and experience.
Human Resources
Determine the necessary competence for personnel performing work
6.2
Provide training Evaluate the effectiveness of actions taken
Educate personnel about the importance of their activities including the contribution to achieving company quality objectives
CHECK
DO
QMSM
ISSUE A
AS9100 Rev.C
ISO 9001:2008
QMSM
6.3
Infrastructure
The Management Team at NORANCO INC. determines, provides and maintains the infrastructure needed to achieve conformity to product requirements. Infrastructure includes as applicable: Buildings, workspace and associated utilities Process equipment (both: hardware and software) Supporting services (such as transport and communication or information systems). The resources shall be managed by NORANCO INC. in accordance with the requirements of the AS 9100 C standard. In addition, the company may use approved sub-contractors to carry out manufacture and/or processing, in which case, NORANCO INC. will be fully responsible for the quality of the subcontracted work. The offices and manufacturing workshops are conventional buildings. 6.4 Work Environment
NORANCO INC. shall determine and manage the work environment needed to achieve conformity to product requirements. All workshops where parts are produced are checked for suitability. All production processes, which directly affect products quality, are identified, and procedures produced, to detail the method of operation and the controls necessary to ensure the specified requirements are satisfied. To ensure continuing process capability, the equipment is maintained accordingly, with support of the Maintenance Department in line with site specific maintenance procedures. On a temporary basis, in case of emergency and/or accidents, NORANCO INC. will transfer work to approved suppliers. NORANCO INC. will be fully responsible for flowing-down customers and regulatory requirements, work orders and documentation pertinent to particular sub-contracted work.
QMSM
ISSUE A
AS9100 Rev.C
ISO 9001:2008
QMSM
7.
Product Realization
Business Management System Model

Continuous Improvement of the Business Management System
Customers Management Responsibility
Customers
Requirements
Resource Management
Measurement, Analysis, Improvement
Satisfaction
INPUT
Product Realization
Product
OUTPUT
SUPPLIERS
QMSM
REVISION 00
AS9100 Rev.C
ISO 9001:2008
QMSM
7.0.
Product Realization
PRODUCT REALIZATION
Planning Product Realization Customer Related Process Design Manufacturing Process & Development Purchasing Product Operation Competence Awareness & Training
Contract Review FMEA
Customer Comments
Operational Control Validation of Processes
Requirements
Process Flow
Review Findings
Identification and Traceability Customer Property Preservation of Product
QMSM
REVISION 00
AS9100 Rev.C
ISO 9001:2008
QMSM
7.1
Planning and Product Realization
NORANCO INC. shall plan and develop processes needed for Product Realization. The planning of Product Realization shall be consistent with the requirements of the other processes of the Quality Management System. Refer to section 4.1. When planning Product Realization, NORANCO INC. shall determine the following as appropriate: Producing the documents relevant to the control of the processes which define the resources specific to the Manufacture of Product Manufacturing processes are documented on a manufacturing layout, which controls the manufacturing route and defines how and what resources are required to produce the part and/or the product. Processes are controlled using the method of Standard Operations Procedures, Process Flow Diagrams and inspection/Verification Instructions. Issue methods required for verification, inspection and test activities specific to the product and the criteria for product acceptance. Maintain records needed to provide evidence that the realization process and resulting product meets its requirements. The output of this planning shall be in a form suitable for the organizations method of operation and be within the criteria requirements laid down by customer requirements. Configuration management and serialization appropriate to the product will be maintained. NORANCO INC. will satisfy customer engineering requirements however, if design errors are detected or clarifications are necessary to produce the component, will use appropriate communication channels to obtain satisfactory written answers prior to proceeding with the next step in the process. Characteristics affecting safety, reliability, maintainability, producibility, materials used, recycling or disposal after use are embedded in the design and therefore responsibility remains with the design activity releasing the product technical requirements.
QMSM
ISSUE A
AS9100 Rev.C
ISO 9001:2008
QMSM
ACT
PLAN
Planning of product realization

7.1
Provide processes specific to the product being produced. Produce documentation specific to the product being produced. Ensure resources are available specific to the product.
Maintain traceable records
Monitor resource activities Ensure processes are in place for verification, validation, monitoring, inspection and test activities.
Monitor all processes specific to the product.
CHECK
DO DO
7.1.1
Project Management
NORANCO INC. will plan and assign resources to manage product realization in a structured and controlled manner to meet requirements within the resources and schedule constrains. Program Managers are currently available to act as focal points to assigned customers. 7.1.2 Risk Management
Risk evaluation will be completed for new or re-designed products at the quotation stage to capture risk factors that may contribute to significant or negative customer satisfaction trends. 7.1.3 Configuration Management
At the present time NORANCO INC. does not maintain a design activity and simply manufactures products to customer requirements, therefore configuration management is controlled by the customer design activity. However, NORANCO INC. has responsibility to maintain control over the drawings and specifications provided and on the cut-off date or unit number that introduces a physical change to the product. This activity is outlined in site-specific procedures. In addition, NORANCO INC. will maintain configuration planning and product identification based on customer contract requirements. Verification for compliance will be achieved through constant monitoring, product inspection and quality system audits.
ISSUE A Page 40 of 65 REVISION 00 DATE ISSUED August, 2010
QMSM
AS9100 Rev.C
ISO 9001:2008
QMSM
7.1.4
Control of Work Transfers
Work temporarily transferred outside the organizations facilities will be positively controlled to ensure the integrity of the work. a) b) c) d) The manufacturing process will follow the same steps indicated on the Process Plan Master. The equipment used shall be compatible with the originally intended equipment. Verification of product will be performed under the same principles and controls as if manufactured in house. Work transfers will be planned and authorized based on capacity to meet deadlines however, they will only be allowed under strict rules to use approved sources and qualified processes authorized by Quality. Customer Related Processes
7.2
NORANCO INC. reviews all contracts from the quotation through all stages, including the final purchasing contract. The review takes into consideration all contractual requirements that need defining and documenting, ensuring any differences between the requirements and the tender are resolved. Comprehensive records of these reviews are maintained. If contractual requirements cannot be met in full, the customers are notified. Amendments to contracts are controlled as above and distributed to the responsible departments. Records of reviews are held in line with site specific procedures. These include: Requirements specified by the customer, including delivery and post delivery requirements. Requirements not stated by the customer but necessary for specified or intended use, where known. Any additional requirements identified. 7.2.1 Determination of requirements Related to the Product
The Manufacturing Planning department is responsible to determine all requirements related to the product and specify those requirements on the Process Plan Master prior to submittal for Quality Engineering review.
QMSM
ISSUE A
AS9100 Rev.C
ISO 9001:2008
QMSM
ACT
Implement improvements identified Customer requirement Maintain traceable records
PLAN
Determination of Requirements Related to the Product
7.2.1
Determine customer requirements For delivery requirements Ongoing review of Customer requirements.
Determine requirements not stated by the customer for delivery and post delivery, but necessary for products intended use.
CHECK
DO
7.2.2
Review of requirements Related to the Product
The Process Plan Master will be reviewed prior to release for production. The customer will be consulted and requested to concur with special requirements on specific product due to strength and/or configuration factors affecting fit form and function, etc. A thorough contract review will be conducted at this point to ensure that resources are available, special requirements have been addressed and differing requirements have been resolved with the customer. 7.2.3. Customer Communication
The Marketing/Sales Department will normally be the recipient of bid packages from customers and be responsible for managing the communication and interface with customers during contract negotiations. Upon receipt of the order, program managers are assigned to provide point-by-point responses directly to the customer and manage the customer account. Amendments to contracts are controlled as above and distributed in accordance with site specific procedures. Customer complaints are directed to the Quality Department, who are responsible for receiving, actioning and responding to customer complaints. NORANCO INC. is committed to continual quality improvement and customer satisfaction. Reports of discrepancies and faults are received from many sources including, but not limited to:
QMSM
ISSUE A
AS9100 Rev.C
ISO 9001:2008
QMSM
Customer reports, e-mails, letters, rejections, inspection reports Warranty claims Investigation reports
ACT
Implement improvements identified Maintain traceable records
PLAN
Implement effective arrangements for communicating with customers.
Customer communication 7.2.3.

The communication should include as a minimum; Product information, enquiries, contract handling including amendments and customer feedback including customer complaints
Implement communication activities Monitor communication activities
CHECK
7.3. Design and Development
DO
NORANCO INC. is not performing any design activities. All products are build to print. NORANCO INC. only produces components to customer-supplied documents and specifications. This section is included to maintain the AS9100 C numbering sequence only. 7.4. 7.4.1. Purchasing Purchasing Process
The initial Suppliers self evaluation questionnaire is requested by the Procurement representative in accordance with site specific procedures, for any source which does not appear on the current "Approved Suppliers List".
QMSM
ISSUE A
AS9100 Rev.C
ISO 9001:2008
QMSM
The Maintenance of approval is dependent on the supplier's continuing compliance with the specified quality requirements. The continuation of approval also depends on the satisfactory quality and delivery performance of the supplier, as defined by the Supplier rating system. The Supplier rating system is used to determine the level of surveillance and receipt inspection applied to individual suppliers, and is assessed using objective history of delivered goods (a score card is normally used for this purpose). A list of approved suppliers, showing the scope of their approval is maintained and distributed.
Implement improvements identified Maintain traceable records of supplier evaluations and associated actions. Ensure that the purchased product conforms to specified requirements, including customer
ACT
PLAN
Purchasing process 7.4.1
Establish criteria for the selection of suppliers
Define actions necessary when suppliers do not meet requirements
Maintain a register of approved suppliers
Evaluate and select suppliers based on their ability to supply product in accordance to requirements.
Periodically review suppliers performance Ensure suppliers use customer approved special process sources Evaluate and select suppliers based on their ability to supply product in a timely manner.
CHECK
7.4.2. Purchasing Information
DO
The Procurement Department is responsible for ensuring that Purchase Orders reflect the complete technical specification and any other special quality requirements applicable to the goods being procured. The buyer is responsible and ensures that Purchase Orders are placed with approved companies only. The purchase order will contain references to notify Noranco when non-conformances are detected and to obtain disposition of nonconforming product, records retention and records disposition, right of access by Noranco, Noranco customers and regulatory authorities to the supplier facilities to verify all aspects of product conformity as per purchase order requirements. 7.4.3. Verification of Purchased Products
Inspection personnel, responsible to the division Quality Manager, carry out receiving inspection for the following material and components:
QMSM
AS9100 Rev.C
ISO 9001:2008
QMSM
Raw materials, machined or processed parts, bought out finished products sub-contracted services standard hardware NORANCO INC. will undertake full responsibility for the quality of the product/service sub-contracted. To that effect, customer requirements will be flowed down using appropriate quality clauses.
7.5.
Production and Service Provision
Note: Service provision is excluded as NORANCO INC. is not providing servicing activities for the products manufactured. 7.5.1. Control of Production and Service Provision
Records issued during production and stamps applied by approved personnel on manufacturing documentation are maintained to act as objective evidence that the process has been controlled. Records for equipment and personnel are also maintained. All departmental activities involved in the realization of products, materials, storage and shipping are controlled by the use of approved site specific procedures. Foreign Object Damage is controlled by site specific procedures. The Shipping Department ensures that all products delivered to customers are correctly packaged and shipped with the appropriate release / delivery documentation, in accordance with customer contractual requirements. These documentation packages include but are not limited to a Certificate of Conformity. Authorized Manufacturing/Production Planning documentation ensures that all features listed on the drawings/test specifications/approved data are detailed and fully comply with manufacturing plans. Criteria for workmanship will be specified as clearly as possible referencing as required: Standards, samples, photos, etc. Critical items and Key characteristics will be identified and controls specified for adequate monitoring during production. Special processes, manufacturing tooling and verification points will also be indicated on the process plan.
QMSM
ISSUE A
AS9100 Rev.C
ISO 9001:2008
QMSM
ACT
PLAN
Plan production and service provisions
Product release and delivery activities
Control of production provision 7.5.

Ensure availability of information, equipment, measuring devices, and release / post release activities
Verify quantities splits and rejections
Monitor production and service activities Conduct product and service activities in line with pre-planned requirements
Verify completion as planned and authorized
CHECK
DO
7.5.1.1
Production Process Verification
In order to validate the process used to produce the first production run of a new component, Noranco will complete a First Article Inspection Report in accordance with AS9102 specification to confirm that the process is capable of producing acceptable items as per design intent. 7.5.1.2 Control of Production Process Changes
Engineering/Planning changes to the approved data is executed through a Process Plan Alteration Request. The Manufacturing Planning activity is responsible for implementing these changes by updating the Manufacturing Plan as required or necessary. Change Records are maintained in accordance with site specific procedures. 7.5.1.3 Control of Production Equipment, Tools, and Software Programs
Production equipment is selected for specific purposes and products. Tooling requirements will be indicated on the Process Plans. The Production Manager is responsible to ensure that tooling used in manufacturing are the ones directed in the Process Plan, it is properly stored and kept in a reasonable state of repair and maintained throughout its life, as per site specific procedures.
QMSM ISSUE A Page 46 of 65 REVISION 00 DATE ISSUED August, 2010
AS9100 Rev.C
ISO 9001:2008
QMSM
Modifications to tooling are fully traceable through tool drawing amendments and formal records of work carried out. Control of Software Programs is assured through site specific procedures. 7.5.1.4. Post-Delivery Support
NORANCO INC. will provide customer support as necessary based on, and limited to, the components shipped for use on next assembly systems. Information regarding the activity will be collected and analyzed, actions taken on rejected or returned items will be recorded and technical documentation updated. Any rework or repair will be performed under instructions provided by the customer MRB, when nonconforming components are found by the customer, they should be returned for replacement. 7.5.2. Validation of Processes for Production and Service Provision All production processes, which directly affect product quality, are identified, and procedures/instructions produced, to detail the method of operation and the controls necessary to ensure that specified requirements are satisfied. Validation of process controls used to ensure product quality includes, but are not limited to, the following: Manufacturing and Assembly Work Instructions. MBD models, Process Specifications together with Stage and Finished drawings. Special processes specifications. Operator training is performed in accordance with written procedures, to ensure that personnel who are performing work affecting quality are appropriately trained or qualified. To ensure continuing process capability, equipment is maintained accordingly, with support of the Maintenance Department in line with site specific Equipment Preventive Maintenance procedures. Revalidation of the process occurs if amendments to the procedures are incorporated. Records associated with any special process carried out at NORANCO INC. are maintained in accordance with site specific quality records procedures.
QMSM
ISSUE A
AS9100 Rev.C
ISO 9001:2008
QMSM
ACT
Establish arrangements for validating Processes for production and Output verification
PLAN
Validation of processes for Production provision 7.5.2

Qualify and approve special processes Revalidate processes if necessary Qualify and approve specific equipment and personnel Control any significant operations/parameters required by procedures/specifications, and any changes made. Define criteria for review and approval of the processes.
Use of specific methods and procedures
CHECK
DO
7.5.3. Identification and Traceability
NORANCO INC. has established controls to ensure that all materials and components are identified and traceable. This is carried out to ensure traceability can be maintained for contractual, manufacturing or investigatory requirements. All materials and components are identified during receipt, storage, manufacture, assembly, test, and shipping. Methods by which marking is carried out and the order of precedence of information to be marked are described within site specific procedures. The drawing specifies the relevant sections of the specification, or any special customer requirements, describing the identification method, information required and the marking position on the part. All material received into the company is allocated an internal batch number in accordance with site specific procedures. This identification is retained throughout all stages of manufacture. The batch number contains details of the supplier's name, purchase order number, and details of the items received. This document is used to signify acceptance or rejection of the items concerned and, as such, is maintained on file in addition to the suppliers' release note.
QMSM
ISSUE A
AS9100 Rev.C
ISO 9001:2008
QMSM
When material is required to be released from stores for manufacturing purposes, the material is checked against the manufacturing plan and drawing to ensure it is the correct specification. The batch numbers are recorded on the manufacturing documentation, and confirmed as correct by an authorized stamp prior to issue for manufacture. The processes governing these activities are detailed within site specific procedures. All manufacturing records related to the correct identification and traceability of parts/ subassemblies/assemblies/units shall be retained for seven years or as directed by customers. Configuration control of the product is specified on the work order; acceptance stamps are traceable to an individual and records maintained.
ACT
Implement improvements identified Maintain traceable records
PLAN
Identification and Traceability 7.5.3.
Identify product/ material by suitable means
Bill of Material
Control of acceptance media I.e stamps etc.
Methods of marking
Documented procedures
Training Rejected products are fully traceable
7.5.4
Ensure traceability at Customer property all stages of manufacture Mark parts as
required NORANCO INC. has established controls to ensure that customer property is identified, verified, stored and
CHECK
DO
7.5.4. Customer property NORANCO INC. has established controls to ensure that customer property is identified, verified, stored and protected. NORANCO INC. maintains records and reports to the customer of any supplied material lost, damaged or otherwise found to be unsuitable for use. Customer supplied products are received, stored, maintained and controlled in accordance with site specific procedures.
QMSM
ISSUE A
AS9100 Rev.C
ISO 9001:2008
QMSM
7.5.5. Preservation of Product NORANCO INC. has established controls to ensure that all materials and components are correctly identified, traceable, stored, packaged and protected, during the manufacturing process and delivery to the customer. The procedures for controlling handling, storage, packaging, preservation and delivery are defined in detailed site specific procedures. The Shipping Department ensures that all products delivered to customers are correctly packaged and shipped with the appropriate delivery documentation, in accordance with customer contractual requirements. Cleaning methods, FOD controls, handling of sensitive products, labeling and additional special requirements will be noted on the work instructions.
Customer
ACT
Maintain records
requirement
PLAN PLAN
The preservation of the product
Preservation of Product 7.5.5.
Preservation of documentation associated with the product Prevention, detection and removal of foreign objects Ensure awareness / importance of preservation of the product Well defined manufacturing documentation / work instructions
Protect product Ensure preservation of special materials / hazardous substances
Identify product
Ensure preservation of the product and associated documents including constituent parts
Correct handling
Correct storage
CHECK
7.6 Control of Monitoring and Measuring Equipment
DO
NORANCO INC. maintains a documented calibration system, which covers, but is not limited to: direct measuring equipment, fixed and adjustable limit gauges, assembly and test equipment, and production tooling used as media for inspection. The purpose of the system is to control the calibration of appropriate equipment in a suitable environment, indicate calibration status and maintain valid
QMSM
AS9100 Rev.C
ISO 9001:2008
QMSM
relationships to nationally recognized standards, including personally owned and customer supplied equipment. Suitable documented procedures and records are maintained by each Noranco Division. It is the responsibility of all users to check that equipment carries a valid calibration status indicator before using the equipment. Control of Inspection, Measuring and Test Equipment procedures define the ownership responsibilities for each item or equipment, which requires calibration including environmental conditions. The Quality Manager is responsible for maintaining records of all measuring equipment requiring periodic checks.
ACT
Disposition of rejected measuring equipment
Implement improvements identified Maintain calibration records
PLAN
Suitable environment for conducting calibration
Control of Monitoring And Measuring Equipment 7.6.

Periodicity for calibration of equipment
Maintain traceability to nationally recognized standards Define ownership for calibration activities
Documented procedures
Training Rejected measuring equipment controls Monitor calibration Verification before use Check calibration before use
Care of equipment
CHECK
Carry out calibration
DO
QMSM
ISSUE A
AS9100 Rev. C
ISO 9001:2008
QMSM
8.
Measurement, Analysis and Improvement

Customers Management Responsibility Customers
Requirements
Resource Management
Measurements, Analysis, Improvement

Satisfaction Product Realization
Product
OUTPUT
MARIO CESARIO
INPUT
SUPPLIERS
WINSTON LAMB
RON B
JAZZ ENGI
QMSM
REVISION 00
DATE ISSUED August, 2010 MARIO

CESARIO
TONY
AS9100 Rev. C
ISO 9001:2008
QMSM
8.0
General
Measurement Monitoring
Control of Non Conformity
Analysis of Data
Improvement
Continual Improvement
Internal Audit
Corrective Action
Process Control
Preventive Action
Product Conformity
QMSM
REVISION 00
AS9100 Rev.C
ISO 9001:2008
QMSM
8.1
General
NORANCO INC. will fully plan and implement the Monitoring, Measurement, Analysis and Improvement processes in order to: Achieve and demonstrate product conformity. Measure performance against Quality, Cost and Delivery. Ensure conformity of the Quality Management System. Continually improve the effectiveness of the Quality Management System. The Processes of Monitoring, Measurement and Analysis are shown in sections 8.2, 8.3, and 8.4 of this Quality Management System Manual. NORANCO INC. is committed to the continual improvement of products and processes. Quality Assurance conducts audits according to Section 8.2.2 of this Quality Management System Manual. The results of Audits, Performance Indicators and Customer Feedback are analyzed and fed back through the Management review. 8.2. 8.2.1. Monitoring and Measurement Customer Satisfaction
Customer Satisfaction at NORANCO INC. is an important element regularly measured within the Quality Management System. The company monitors information related to customer perception as to whether the organization has fully met the requirements and expectations of the customer. Recognized methods of receiving customer feedback are: Key Performance Indicators Customer Surveys Customer Rating System Telephone Conversations E-mails It is essential to improve awareness of customer requirements and customer perception of performance across NORANCO INC. and to continually improve the internal communication of the elements stated above. A Customer Satisfaction Survey form will be used to gather useful information from each customer on an annual basis in order to measure how well the company performed in the eyes of the customer. NORANCO INC. is engaged in Customer-Supplier partnerships promoting continuous improvement processes focusing on cost reduction, efficiency, cycle time and quality improvements.
QMSM
ISSUE A
AS9100 Rev.C
ISO 9001:2008
QMSM
ACT
Implement Corrective Action Plan
PLAN
Customer Awareness Training
Agree with Customer Corrective Action Plan
Agree with Customer Method of Feedback
8.2.1.
Document actions
Train the relevant people in the Method of Monitoring and Measurement of Customer Feedback
Agree to necessary actions with Customer
Undertake Customer Awareness Training
Discuss Feedback with Customer
Receive Customer Feedback
CHECK
Analyse Customer Feedback
Document Customer Feedback
DO
8.2.2.
Internal Audit
NORANCO INC. has a planned and documented internal audit system, which ensures the effectiveness of the Quality System. This system meets the AS 9100 C requirements. All departments are audited where their activities could affect the quality of the product or service. Audits are planned and carried out by the Quality Assurance Department, in accordance with site specific procedures. Where deficiencies are identified an internal corrective action request form is raised detailing the findings. The auditee investigates the deficiency stating the root cause, corrective and preventative action to be taken. Internal corrective action request forms, which are not closed by the dates specified, are escalated to the next management level for action.
QMSM
ISSUE A
AS9100 Rev.C
ISO 9001:2008
QMSM
ACT
Archive Audit results/findings Verify Corrective /Preventive actions carried out
Customer Requirement
PLAN
Internal Audit Process

8.2.2.
Trained Internal Auditors or contract External auditor Internal Audit Programme Produced
Implement Corrective / Preventive actions if necessary
Defined methods/tools for conducting audits
Record Audit Findings
Agree any actions necessary Discuss audit findings with auditee / manager of area being audited
Review previous audit results and non conformities Conduct audit against pre defined criteria
CHECK
Record audit findings
DO
8.2.3. Monitoring and Measurement of Processes NORANCO INC. apply suitable methods for Monitoring and where applicable, Measurement of the Quality Management System Processes. The methods demonstrate the ability of the processes to achieve the planned results. Managers are responsible for the planning, monitoring, measuring, and outputs obtained. When the planned results are not achieved, actions are taken to ensure conformity of the product by: Taking the appropriate action to correct the non-conforming process. Evaluate whether the process nonconformity has resulted in product nonconformity Identify and control the non-conforming product in accordance with Section 8.3 of this Quality Management System Manual Ensure containment and verification of similar conditions on other products.
8.2.4. Monitoring and Measurement of Product NORANCO INC. shall monitor and measure the characteristics of the product to verify that the requirements have been met. This shall be carried out in line and at the appropriate stages of the Product Realization Process in accordance with the planning arrangements.
QMSM
AS9100 Rev.C
ISO 9001:2008
QMSM
Evidence of conformity with the acceptance criteria shall be maintained. Records shall include the persons authorizing the release of the product. Product release shall not proceed until the planned arrangements have been satisfactorily completed, unless otherwise approved by the relevant authority and/or by the customer. Suitable inspection checks are carried out on products and services at the receipt, manufacture, assembly, test, packaging and shipping stages of the product realization. All approved inspectors are responsible for their specific verification activities. Inspection personnel are responsible to the Quality Manager.
ACT
Implement Changes to the Process
PLAN
Monitoring and
Define the methods and the period required for the Monitoring and Measurement of the Process
Inform Relevant users of changes to the Process
Measuring of Processes And Products 8.2.3. 8.2.4.
Ensure that the relevant people are trained to Monitor and Measure the relevant process
Document Changes
Define the processes to be Monitored or Measured
Agree to necessary actions
Discuss findings with process owner Monitor and Measure the Process Analyze Results
CHECK
DO
8.2.4.1.
Inspection Documentation
NORANCO INC. personnel records measurements performed on products and/or service. This documentation is part of the production process and includes criteria for acceptance and/or rejection, sequence of measurement and testing performed at each operation, a record of the measurement results and type of measurement instruments used, as necessary. When required by specification or customer requirements, Inspection personnel are responsible for recording actual results in addition to their inspection stamp. Inspection stamps are used on routers to validate operations as being carried out and approved or rejected by authorized inspection personnel stamp holders.
QMSM
ISSUE A
AS9100 Rev.C
ISO 9001:2008
QMSM
8.2.4.2.
First Article Inspection
NORANCO INC. provides a process for the inspection, verification and documentation of a representative item for the production run of a new part, or following any subsequent change that invalidates the previous first article inspection results. Completion of an FAI implies physical inspection verification of every characteristic of the drawing including all drawing notes. FAIR (First Article Inspection Report) is carried out throughout the company in accordance with site specific procedures and documented in accordance with AS9102 requirements and/or customer specific requirements as applicable. 8.3. Control of Non Conforming Product
All non-conforming products are handled by formal procedures. Non-conforming products are identified to ensure they cannot be incorporated into the finished product, segregated where practical, documented and dispositioned. The non-conformities are investigated to establish the root cause of the defect and the corrective/preventive actions to be put in place to prevent recurrence. Non-conformities found during receiving inspection, manufacture, processing, assembly and testing are reported by a formal rejection procedure. 8.3.1. Control of Non Conforming Product in Receiving Inspection
Non-conformances found during receiving inspection are formally recorded on Non-Conformance Records (NCR's) in accordance with site specific procedures for Control of Non-Conforming Product. 8.3.2. Non-conformity during Manufacture, Assembly and Testing
Machining errors found during the production cycle are recorded on Non Conformity Reports, in accordance with site specific procedures. During the investigation stage of the NCR process any serious errors identified shall be reported for correction. Defective components are clearly identified as 'Reject' to preclude incorporation into the finished product. These components are segregated from the batch and retained in quarantine areas awaiting disposition. The NCR serial number is recorded on the router (manufacturing documentation) to ensure traceability. Where it is considered desirable defective items are allowed to proceed with the batch under positive recall. Under these conditions the documentation is clearly identified at all times. A note of the NCR or concession application is made on the manufacturing router at the next inspection operation. Various measures of performance reports are produced from the NCR database to enable Management to identify trends and check that the corrective and preventive actions have been effective.
QMSM
ISSUE A
AS9100 Rev.C
ISO 9001:2008
QMSM
8.3.3.
Concessions and Production Permits
Non-conforming parts or materials which have been rejected as described previously, or subject of a production permit, that require technical and quality dispositions on acceptability and corrective action, are submitted to the Quality Assurance Department for Customer Concession Application. These applications are recorded on the NCR database for control purposes and passed to the customer for disposition, in accordance with contractual requirements. The NCR control database is also used to analyze the various errors, root causes and corrective action trends. Records of all NCRs and Customer Concession Applications are maintained as per customer requirements. If the parts are deemed 'scrap' they are permanently defaced and segregated until disposed.
ACT
Ensure correct disposal of scrap items
Documented Procedure
PLAN
Control of Process 8.3.
Take appropriate action when a non conformity has been detected after delivery
Non Conforming product
Process for identifying non conforming product
Customer requirements for controlling non conforming product.
Take action to preclude the non conformity from its intended use.
Ensure all relevant personnel are trained and aware of the process involving non conforming products
Re-verify a corrected non conformity to demonstrate conformity
Determine actions necessary to eliminate detected non conformities
Records of the nature of non conformities
Release of a non conformity by acceptance under concession by a relevant customer
CHECK
DO
QMSM
ISSUE A
AS9100 Rev.C
ISO 9001:2008
QMSM
8.4
Analysis of Data
NORANCO INC. will determine, collect and analyze the appropriate data to demonstrate the suitability and effectiveness of the Quality Management System and to evaluate where continuous improvement of the effectiveness of the Quality Management System can be made. This includes data generated as a result of monitoring and measurement and from other relevant sources. NORANCO INC. Quality Manager is responsible for analyzing data to provide information to determine: Customer Satisfaction Conformity of the product Characteristics and trends of processes and products including opportunities for preventive action Suppliers Quality Performance Rating System NORANCO INC. is committed to continuous product/process improvement
ACT
Maintain records
Implement improvements identified Determine data to be collected and analyzed
PLAN
Analysis of data 8.4
Check that the data collected relates to; Customer satisfaction Conformity to product requirements Trends of processes and Organizations
Collect and analyze data collected
CHECK
DO
QMSM
ISSUE A
AS9100 Rev.C
ISO 9001:2008
QMSM
8.5.
Improvement
Management, to ensure the quality system is effective and appropriate, conducts an annual review. A record of this review is maintained as objective evidence for customers and internal use. Corrective action is promptly applied to deficiencies and any major breakdown will be notified to the relevant customers as necessary. 8.5.1. Continual Improvement
Divisional Quality Managers ensure that the system is effectively planned, developed and implemented in such a manner that it satisfies organizations requirements. This is defined by the use of a documented system, which includes this Quality Management System Manual, and reference to site specific lower level Procedures. These documents define the controlling criteria for ensuring the quality requirements of all activities undertaken in producing the product. NORANCO INC. has established proven processes to continually improve all activities associated with the quality management system, and ensure customer requirements are exceeded. These include: Quality policy and objectives Customer requirements Results of management reviews Analysis of customer complaints Audit Results Analysis of Data Documented procedures for implementation of corrective and preventive action Results of any risk analysis relating to quality performance.
ACT
Implement improvements identified Maintain records Quality Policy and Objectives
PLAN
Continuous improvement 8.5.
Audit results Corrective and Preventive Actions Customer complaints Management Reviews Analysis of data
CHECK
ISSUE A Page 61 of 65 REVISION 00
DO
QMSM
AS9100 Rev.C
ISO 9001:2008
QMSM
8.5.2.
Corrective Action
Corrective Actions shall be effective in eliminating the cause of nonconformities identified, and preventing any recurrence. The Corrective Action system is in place to ensure that the root cause of any type of nonconformity raised is investigated and that effective actions are taken to identify the root cause, correct the problem and prevent reoccurrence. These can take the form of product nonconformities, system nonconformities, audit nonconformities or customer complaints. Corrective actions may include the following: Reworking product Recalling product Correcting manufacturing documents Training of personnel Applying for concession Clarifying drawing requirements Changing a process specification Checking stores stock for similar parts Checking work in progress
ACT
Archive Audit results/findings Determine actions taken when corrective actions are not carried out within a specified time. Inform relevant persons / departments of actions
Implement improvements identified Non conformity identified
PLAN
Corrective Action Process

8.5.2.
Review non conformities including Customer complaints Identify key personnel / process owners
Determine the root causes of non conformities Flow down corrective action requirements to supplier when required. Evaluate the need for action to ensure that non conformities do not recur Determine and implement action needed
Record the results of actions taken
Review corrective action taken
CHECK
DO
QMSM
ISSUE A
AS9100 Rev.C
ISO 9001:2008
QMSM
NORANCO INC. has established documented procedures to ensure that the following are addressed, at a minimum: Review nonconformities (including Customer complaints) Determine the cause of nonconformity Evaluate the need for action to ensure that nonconformities do not reoccur Determine and implement actions needed Ensure records resulting from actions taken are kept Follow up of corrective actions taken Determine actions taken when corrective actions implemented are not effective. Ensure personnel are aware of their roles and responsibilities for the above. Flowing down C/A requirements to suppliers 8.5.3. Preventive Action The Preventive Action Process looks at eliminating the possibility of undesirable situations, determining non-conformities and their causes and evaluating the need for action to prevent reoccurrence. Preventive Actions may include: Statistical process control activities Supplier performance monitoring Mistake-proofing operations or systems so that it is impossible to do the job incorrectly. Training, initial and additional continuation of training Process changes. Poke-Yoke techniques. Tool changes. Design change. Smart devices added to equipment to prevent discrepancies. Ensuring that similar discrepancies are not evident on other products. Competency Matrix reviews. Risk management assessments NORANCO INC. will establish documented procedures to ensure at a minimum the following are addressed; Determine potential nonconformities and their causes. Evaluate the need for action to prevent occurrence of nonconformities. Determining and implementing action needed. Records of results of action taken. Reviewing that preventive actions taken are effective.
QMSM
ISSUE A
AS9100 Rev.C
ISO 9001:2008
QMSM
ACT
Reviewing preventive action taken
Determine potential non conformities and their causes
PLAN
Preventive Action Process

8.5.3.
Implement training and assess competence in the use preventive tools
Evaluate the need for action to prevent occurrence of non conformities
Records of actions taken
Determine and implement actions needed
CHECK
DO
QMSM
ISSUE A
AS9100 Rev.C
ISO 9001:2008
QMSM
9. 9.1.
Quality Management System Manual Distribution Internal Distribution List QMSM Hard Copies Holder Woodbridge Quality Manager (Master) Serial Number 01
Electronic version of the Quality Management System Manual is available on internal network, at the latest revision, for all interested parties. Any printed versions from the network will not be maintained and may be used as reference only. 9.2. External Distribution List As required by customers on a case-by-case basis. Those QMSM copies will not be controlled. 10 Incorporated Documents
The following Corporate Procedures and additional site specific internal Procedures are hereby incorporated by reference and, together define the current NORANCO INC. Quality Management System. 10.1 Site-Specific Procedures NOR-W-PM NOR-V-PM NOR-P-PM 10.2 10.3 10.4 Woodbridge Procedures Manual Vaughan Procedures Manual Pickering Procedures Manual
Site-Specific Quality Control Instructions Site-Specific Specifications Site-Specific Forms
QMSM
ISSUE A

Quality Management System Manual - Final August 2010-1

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Quality Management System Manual - Final August 2010-1

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AS9100 Rev.

DATE ISSUED August, 2010

Manual Amendment History

SECTION # CHANGED All

DATE Aug. 31, 2010

DATE ISSUED August, 2010

DATE ISSUED August, 2010

DATE ISSUED August, 2010

Section 9 Quality Policy Manual Distribution

Internal Distribution List External Distribution List

DATE ISSUED August, 2010

Company History and Capability

Our Vision / Mission

Environmental, Health & Safety Policy

DATE ISSUED August, 2010

QMSM QUALITY MANAGEMENT SYSTEM MANUAL

Director, New Business

VP Woodbridge & Vaughan

Director, Supply Chain

Pickering Division General Manager Quality Manager

Woodbridge Division General Manager Quality Manager

Vaughan Division General Manager Quality Manager

DATE ISSUED August, 2010

Reasons for issuance and Declaration:

DATE ISSUED August, 2010

Glossary of Terms, Acronyms and Definitions Commonly used Acronyms Definition

DATE ISSUED August, 2010

NORANCO Terms and Definitions

Customer: Organization: Supplier: Department:

DATE ISSUED August, 2010

Work Order: Risk: Special Requirements:

DATE ISSUED August, 2010

QMSM QUALITY MANAGEMENT SYSTEM MANUAL

Quality Management System General Requirements

Continuous Management of Process

Key Processes Priorities

Key w Bus ines s QMSM

DATE ISSUED August, 2010

QMSM QUALITY MANAGEMENT SYSTEM MANUAL

NORANCO INC. Quality Management System

Purchase Materials SUPPLIERS

Manage Resources Manage Human Human Resources

Manage and Strategy Manage Policy Financial Resources

Provide Provide Information Information

Manage System & Continuous Improvement

DATE ISSUED August, 2010

QMSM QUALITY MANAGEMENT SYSTEM MANUAL

Level One Processes

LE VEL ONE PROCESSES

M an a ge Po lic y & Stra te g y

Pro gra m P erfo rm an ce Re p or ti ng M a na g e a Pr og r am T ech n ic al Sp ec ifica tio n

Devel op & M ain tain L o g isti c S u pp o rt

Pu rc ha se M ater ial & Se rvic es

Pu rc h ase M a te ria ls & Co m p o ne n ts

W in a Co ntra ct & M ai ntai n Cha n ge s

Pro d u ce an d Deli ver Pr od u cts

Assem ble c o m po ne nts

S afety & En vir on m en t In cid en t Notifica tio n M a in ta in Bui ld in gs & W or k En vir on m en t

Devel op M a n ag em en t o f Sy ste m & P ro ce sses

DATE ISSUED August, 2010

QMSM QUALITY MANAGEMENT SYSTEM MANUAL

4.1. c. Level Two Processes