MRF Name / Logo

Quality, Environmental and Health & Safety Manual

Template 3

MRF NAME
Replace with MRF
name and contact
information (then
delete this text box).

OQC, The Conifers

Stoney Lane
Ashmore Green
Berkshire
RG18 9HD
T: 07and89 482455
F: 01635 86632and
E: enquiries@oxfordqualitycentre.co.uk
W: www.oxfordqualitycentre.co.uk

BUSINESS SYSTEM MANUAL

ISO 9001:2008; ISO 14001:2004 and OHSAS 18001:2007
Document Number: BSM1
Issue Level:
1.0

Controlled / Uncontrolled
(Circle as appropriate)
Uncontrolled Manuals are current at time of issue but will not be automatically updated

Approval logo

Prepared by:

Approved by:

OQC / MRF

MRF MR

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Page
1

Issue control and distribution

1.1 Distribution of manual
1.2 Revision status of manual
1.3 Revision status of procedures

Company profile and exclusions

2.1 Management system scope

Overview and company history

Business management system

4.1 Business management system
4.2 Documentation requirements

Management responsibility
5.1 Management commitment
5.2 Customer focus
5.3 Quality, environmental and Health & Safety policy
5.4 Planning
5.5 Responsibility, authority and communication
5.6 Management review
5.7 Accidents and investigations

Resource management
6.1 Provision of resources
6.2 Human resources
6.3 Infrastructure
6.4 Work environment

11

Product and service realisation

7.1 Planning of product and service realisation
7.2 Customer-related processes
7.3 Design and development
7.4 Purchasing
7.5 Production and service provision
7.6 Control and monitoring of measuring devices

12

Measurement, analysis and improvement

8.1 General
8.2 Monitoring and measurement
8.3 Control of non-conforming product
8.4 Analysis of data and evaluation of compliance
8.5 Improvement

14

Appendix 1

Management system procedure index

Appendix 2

Integrated policy statement

20

Appendix 3

Process interaction

21

Appendix 4

Integrated system standards cross reference

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1
1.1.
No.
1

Issue control and distribution

Distribution of manual
Holder
Managing Director

Distribution of the management system documentation is by controlled master soft copy over the MRF
network.
1.2. Revision status of manual
Rev No

Sect
No

Page No

Details of Change

Date

All

All

First Issue

21/01/2009

Authorised By

1.3. Revision status of procedures

Rev No

Procedure
No

Title

Details of Change

Date

All

All

First Issue

21/01/2009

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2

Company profile and exclusions

MRF Name was established in October 2006, to serve the surrounding area with a purpose build Material
Recovery Facility (MRF). The company processes co-mingled waste on behalf of local councils and direct
customers.
The company is situated at a dedicated facility in location with a licensed capacity of 50,000 of dry comingled waste.
The environment is an area in which the company believes it can contribute, by effective management of
raw materials processed. The management system will be used as the link to drive environmental policy
and adherence to legal compliance, continual improvement and national and international standards.
2.1

Exclusions to scope: BS EN ISO 9001:2008

7.3 Design
The Manual does not formally address the issues of ISO 9001:2008
Clause 7.3 Design and Development. The company has excluded
clause 7.3 from its system as it is only responsible for processing
materials and is not responsible for the design of the input or output
materials.

Note: Exclusions can be

limited to clause 7 of ISO
9001 and must be justified
and must not affects the MRFs
ability to meet client and
statutory and regulatory
requirements.

7.5.2 Validation of Processes for Production and Service Provision

The company have excluded 7.5.2 from the quality system as there are no processes where the resultant
output cannot be subsequently verified.
Note: Within this manual template, red italic text should be replaced by MRF specific information and the
guidance in text boxes should be implemented. All of the text in this manual template is sample text
however it is known to meet ISO certification requirements.
2.1

Management system scope

The scope of the MRF Name management system is as follows:

The segregation, processing and recycling of dry co-mingled materials

Overview and company history

MRF Name was established in 19yy. The initial concept and core company business activity was as a
twenty-four hour, seven day a week waste logistics service provider, supporting both waste collection
agencies and local councils
The companys MRF is an established facility
Our MRF operation philosophy ensures that we maximise production capacity and reintroduce to the supply
chain everything that is produced. We control the quality of feedstock which results in quality material
being produced, minimising residue whilst maximising recovery of recyclables.
The MRF is an essential stage in the recycling process. In addition to sorting the materials into their
respective grades we remove materials which are considered to be contaminates, thereby eliminating any
problems that they cause at the MRF or later in the recycling process at the destination factories.
Key clients include:

Council 1

Council 2

Client 3

Client 4

ANO Borough and County Council

The above overview and company

history information is to be updated /
made specific to the MRF this allows
the manual to be outward facing and
gives the reader an overview of the
MRFs capabilities.

MRF Name is registered with The Environment Agency as a licensed waste handler.
The design and implementation of the MRF Name management system has been influenced by MRF Names
particular business environment and risks associated with that environment. In addition, the system has

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been structured to support the varying needs of the business, its particular objectives, the services it
provides, the processes it employs and its size and organisational structure.
The implementation of the requirements if the ISO 9001:2008 international standard have been used to
meet customer and statutory and regulatory requirements applicable to products and services. The
implementation and interaction of the system processes are managed to produce the desired process
outcome.
In relation to the International Standard and MRF Names implementation of ISO 9001:2008 the term
product applies to the product intended for, or required by, a customer or the product realisation
processes. This applies to any intended output resulting from a product realisation processes, including
purchasing.
Where appropriate, statutory and regulatory requirements are also expressed as legal requirements.

Business management system

4.1

Business management system

MRF Name has established an Integrated Management System (IMS) in order to ensure that the company:

Meets or exceeds the requirements and expectations of its customers.

Continuously monitors, measures and improves customer satisfaction.
Continuously monitors, measures and improves its own performance.

Through meeting these objectives, MRF Name seeks to manage the effective implementation of their Waste
Collection, Sorting, Recycling and Disposal services.
The processes / procedures for controlling these activities are listed in Appendix 1.
The effectiveness of the IMS is regularly audited, reviewed and improved in accordance with ISO 9001, ISO
14001, OHSAS 18001 and needs of the business.
MRF Name will fulfil its environmental management system objectives through the adoption and
implementation of a range of environmental management techniques including appropriate procedures,
programmes and technologies.
Where processes are outsourced (e.g. management system consultancy, Health & Safety support etc)
appropriate control over these processes is implemented. This includes vendor evaluation and selection,
product verification and subcontractor monitoring / feedback.
4.2

Documentation requirements

4.2.1 General
The documented system of MRF Name comprises:

The business systems manual.

Health & Safety handbook.
Integrated management procedures and specific Health & Safety procedures.
Work instructions in English and other languages as necessary.
Working forms.

4.2.2 Business system manual

The manual details the objectives, policies, scope and management responsibility for the company and
outlines the methods used to comply with the requirements of the Management System. References are
made to procedures as applicable throughout the manual.

4.2.3 Control of documents

The majority of the companys IMS documents are stored in an electronic format on shared drives /
company network. In line with this management of electronic documents, a computer backup system is
used to provide appropriate document and data protection.

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All controlled documents are approved, reviewed, updated and controlled in accordance with MP01,
Control of Documents Procedure. Only the latest issue of any document is maintained. If it is
necessary to hold superseded documents, these will be identified accordingly.
Changes to controlled documents are made in accordance with MP01. A register is kept for all controlled
documents and hard copies of the manual and associated procedures / process documents are maintained
as reference controlled copies.
Where process documents are more widely distributed as controlled copies (e.g. Work Instruction), these
are logged and updated in a controlled manner through a Register of Controlled Documents.
Documents of external origin, determined by the organisation to be necessary for the planning and
operation of the integrated management system, are also appropriately controlled.
4.2.4

Control of records

The control of records and data that provide evidence of conformance to requirements and the effective
operation of the quality of services and is documented in MP02, Control of Records Procedure.
All documents referenced from MP02 are stored in either hard copy or electronic form for the retention
time specified. This retention time is based on business, regulatory and customer requirements. The data
is stored in such a way as to allow easy cross-reference and retrieval, with key records stored on computer
systems being backed up periodically through MRF Name IT facilities.

Management responsibility

5.1

Management commitment

Management commitment to the development, implementation and improvement of the management

system is demonstrable through the continual communication of quality requirements, establishing and
support of quality policy and objectives, the full participation in management reviews, and the provision of
appropriate resources.
Legal and other applicable requirements have been taken into account in the implementation and
maintenance of the MRF Name Integrated Management System. Further details of the identification,
monitoring and determination of these requirements and how they apply to the environmental aspects of
the organisation are documented in Environmental, Legal and Communication Aspects Procedure
MP08. Legal and other related requirements are reviewed during Management Review.
5.2

Customer focus

Customer satisfaction is monitored and enhanced through ensuring customer requirements for the services
offered are determined and understood (whether fully specified or not). Customer satisfaction is monitored
using appropriate and documented measures.
5.3

Quality, Health & Safety and environmental policies

Appropriate policies has been produced, reviewed and approved to ensure that they appropriate to the
business, demonstrates commitment to the achievement of quality. Health & Safety and environmental
requirements and support continual improvement. The policies are also used to provide a framework for
quality objectives.
The Policy Statements have been signed by the Managing Director and are on display in the office and staf
canteen. Policies are available to the public upon request.
5.4

Planning

5.4.1 Quality, environmental and Health & Safety objectives

Measurable objectives have been formulated and communicated to all personnel as appropriate.
Procedures, processes and management system controls have been developed to help ensure that these
objectives are met. The results of management system effectiveness and customer satisfaction monitoring
is analysed and reviewed in conjunction with these objectives.

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Specific environmental and Health & Safety objectives and targets have been documented and
communicated. These objectives are measurable (where practicable) and include commitments to
prevention of pollution, compliance with applicable legal requirements and continual improvement. Targets
and objectives in relation to the Quality, Environmental and Health & Safety management system are set
and monitored via Management Review. Review of objectives takes into account significant environmental
aspects, Health & Safety risks, technology, operational and business requirements and inputs from
interested parties.
The Environmental and OH&S procedures describe how Environmental and OH&S objectives and targets are
set and monitored. When establishing and reviewing its objectives the company will consider legal and
other requirements, its significant environmental aspects, its technological options and its financial,
operational and business requirements, and the views of interested parties.
5.4.2 Management system planning
Planning activities are undertaken to ensure the requirements for quality will be met through the
implementation and improvement of the management system. This includes maintaining the integrity of
the system during any significant changes.
5.4.2.1 Environmental aspects
The company has written environmental procedures to identify all environmental aspects of its activities.
These aspects are listed, evaluated and those deemed to be significant are clearly identified and controlled.
5.4.2.2 Hazard identification, risk assessment and control
The company has established procedures for the identification of hazards and the assessment of risks and
the implementation of necessary control measures. These include:

5.4.3

routine and non-routine activities;

activities of all personnel having access to the workplace (including subcontractors and visitors; and
facilities at the workplace, whether provided by the company or others.
Legal and other requirements

The company has written environmental and OH&S procedures to identify legal and other requirements that
apply to the environmental aspects of its business.
The identification of applicable legal requirements and their application and compliance in relation to
environmental aspects of the organisation is managed in accordance with Environmental, Legal and
Communication Aspects Procedure MP08 and an associated Environmental and Health & Safety
Legislation Register.
5.4.4

Environmental and OH&S management programme(s)

The company has written environmental procedures that describe how it plans to meet its environmental
and OH&S objectives and targets.
A programme for achieving environmental and Health & Safety objectives has been established. This
includes responsibilities, time scales and methods and is appropriately maintained. This is supported by an
Environmental Aspects and Impacts Register and Health & Safety procedures.
5.5

Responsibility, authority and communication

5.5.1 Responsibility and authority

The responsibilities of key staff are generally defined by job role description/contract of employment. Core
responsibilities are detailed below. Individual operational responsibilities of other personnel are defined in
the relevant operational procedures.
Managing Director

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The MRF Name Managing Director is ultimately responsible for quality of service delivery and ensuring all
Company employees are aware of the Company's Quality Policy. Responsibilities include the following:

Establishing the long-term strategy and policy for the companys operations.
Ensuring that the company has the competence and resources to fulfil its business and management
system objectives, and to deliver against the agreed strategy.
Monitoring, measurement, analysis, review and improvement of the performance of the companys
operations against the core measurable quality objectives, and against the overall company
objectives.
Health & Safety as defined within the company Health & Safety Policy.
Personnel / provision of adequate resources.

The Managing Director has appointed a Management Representative (MRF Manager) with responsibility and
authority for managing the integrated Management System. The Managing Director will deputise in
carrying out routine Quality management activities in the absence of the Management Representative.
Management Representative (MRF Manager)
The Management Representative is responsible for:

Ensuring the Company's quality system remains effective and continues to meet the quality policy,
quality objectives and requirements of the business.

Overseeing the Internal auditing process.

Providing appropriate input to periodic management reviews.

The MRF Manager is the Management Representative. An overview of these responsibilities are outlined in
section 5.5.2 below.
MRF Manager
The MRF Manager is responsible for
Other responsibilities include the implementation and active participation in individuals awareness and
understanding of the Companys Health & Safety system.
Operations Manager
The Operations manager is responsible for the operational activities both within the company and on-site
locations. This includes quality of work, allocation of suitably trained and qualified staf, adherence to set
procedures, co-ordination of all site related activities / requirements, including Health & Safety concerns
and Legislative and Regulatory requirements. Where some of the above is delegated to assigned staf, this
is identified in related procedures.
Purchasing
The purchasing team are responsible for al purchasing and purchase relate activities. This includes; office /
general consumables, Health & Safety standard issue items (Clothing, PPE etc), subcontract services,
supplier evaluation, and the integrity, storage and stock control of deliverables.
Health & Safety Manager
The Health & Safety Manager is responsible for:

Implementation of the companys Health & Safety regime as dictated by legislative directives.

Ensuring safe working practices are satisfactorily implemented and supervised as appropriate to
individuals understanding and training.

Undertaking of site risk assessments.

Investigating, recording and reporting services related accidents, near misses and individuals ill
health potentially resulting from work undertaken.

Establishing continuous dialogue with employees with respect to Health & Safety concerns, issues
and in-house training, and the maintenance of records to support such undertakings.

Ensuring Health & Safety Directives are followed.

Advising senior management and concerned parties of changes in Health & Safety legislation, cods of
practice and industrial related standards.

Reporting details of accidents, dangerous occurrences or diseases that are notifiable to the enforcing
authority.

Liaising with external consultants on Health & Safety issues which may be detrimental to the staf or
company.

Liaising with external organisations, including emergency services etc, as applicable.

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The maintenance of a schedule of statutory examinations of plant and equipment and informing
managers of impending examinations.
The maintenance and calibration of Health & Safety equipment etc.

Maintenance Supervisor
The Maintenance Supervisor is responsible for the general upkeep of company vehicles and utilities to
ensure ongoing roadworthiness. Scheduling six-weekly vehicle checks and recording / reporting concerns
identified. They are also responsible for raising purchase requests for appropriation of spares / vehicle
requirements.
Note: Major defects / maintenance requirements are subcontracted to main dealerships as applicable to
job requirements.
Drivers / Site Engineers
Drivers / Site Engineers are responsible for undertaking assignments as defined / directed by the issue of
job sheets and conforming to site / client directives including specified Health & Safety constraints /
directives. They are also responsible for the completion of all site related documentation specific to the
job / driver activities. Drivers are also responsible for the daily roadworthiness of assigned vehicle and
auxiliary service equipment as per the statutory rules laid down by the Vehicle Inspectorate Department for
Transport (VOSA). Identified concerns are recorded and notified to the appropriate manager for
rectification.
Management System Auditor
The IMS Auditor is responsible for auditing of
management system processes and reporting
audit
findings
to
the
Management
Representative.

The responsibilities and authorities documented in this

section 5.5.1 are samples and need to be adjusted for
the MRFs own organisation. The manual should include
responsibilities of the management team and staff who
have a specific responsibility in relation to the
management system.

Employees
It is the duty of all employees to act within the legal responsibilities imposed upon them and the company
Quality, Environmental and Health & Safety Policies. All employees are to be familiar with the management
system policies and procedures of the company.
Visitors / Business Partners
Visitors / Business Partners are made aware of the Management System, company policy and procedures.
During their time on MRF Names sites, all visitors are to conduct their business with due consideration to
create a minimum impact on the environment and observe the MRF Name IMS Policies.
Additional responsibilities are described in the company management procedures. A list of these is in
Appendix 1 of this manual. Appropriate resource will be made available essential to the implementation,
maintenance and improvement of the integrated management system. The company structure is
documented in an organisation chart located on the network.
5.5.2 Management representative
The Management Representative (MR) is the MRF Manager.
In addition to other responsibilities, the MR has the authority and responsibility for the implementation and
maintenance of the IMS in accordance with ISO and OHSAS requirements.
In this respect, the Management Representative has general responsibility for:

Implementation, operation and maintenance of the IMS.

Reporting the effectiveness of the IMS to the Management Team.
Promoting customer awareness throughout the organisation.
Identifying areas of business and IMS improvement.
Facilitating the implementation of preventive and corrective actions.

MRF

In line with ISO 9001:2008, the role of

Management Representative must be a
member of the organisations management
and can no longer be subcontracted to an
external consultant.
The internal auditing activity can be provided
either internal, trained (competent) resource
Quality,via
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and H&S Manual
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5.5.3 Communication
The Managing Director will ensure that information regarding the performance and effectiveness of the
Management System is communicated, through the Management Representative, to the organisation. Key
business information, performance against targets and effectiveness of the IMS is communicated to the
Management Team at monthly meetings. This information is cascaded throughout the company as
appropriate by hardcopy and electronic means.
The process for internal communication of environmental requirements and the management of external
environmental communications is documented in Environmental, Legal and Communication Aspects
Procedure MP08. This includes:
a)
b)
c)

internal communication among the various levels and functions of the organisation;
communication with contractors and other visitors to the workplace; and
receiving, documenting and responding to relevant communications from external interested parties.

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5.6

Management review

5.6.1 General
The continued suitability, adequacy and effectiveness of the MS is reviewed by Senior Management at least
annually. This will include an assessment of any improvement opportunities and the need for any changes
to the MS, including policy and objectives. A record of all Management Review Meetings is maintained.
5.6.2 Review input
The review inputs include, but are not limited to:

Follow up actions from previous reviews.

Results of internal audits.
Customer feedback, complaints and analysis.
Process performance and service conformity.
Status of corrective and preventive actions.
Changes affecting the Management System.
Improvement recommendations.

5.6.3 Review output

The outputs from this review will include actions and decisions in relation to:

Improvements in the effectiveness of the IMS.

Required resources / training requirements.
Required audits.
Customer service and delivery improvements.

Further details are given in the Management Review procedure, MP03.

In addition to the annual review, a document review will be carried out in the event of:

An incident or accident occurring on a site or notified to MRF Name from external

sources that may indicate that a change of the document is required.
Information collated that indicates that a review may be required.
Organisational change sufficient to require significant alternation.
Changes to the scope of or nature of the operations of MRF Name.
Unsatisfactory audit report.
Notification from clients or other sources of revisions to the Standards that indicate
changes are required.
Update on relevant legislation.

Any updated legislation or standards will be identified and reviewed by the MR and where relevant, brought
to the attention of the company management during monthly safety meetings. Where updated
legislation/standards affect the company, changes are agreed and amendments to procedures undertaken
by the MR. Information from these changes will be communicated to all staff orally by briefings or toolbox
talks, and where relevant, in hard copy formats and controlled documents.
Under the direction of the Managing Director, changes arising from the review will be progressed by the
relevant manager for that particular area of responsibility. However, where changes will require formal
validation, the Safety Consultant will coordinate these.
5.7

Accidents and incidents

The system for the identification of potential accidents, incidents and emergency situations is through risk
assessment in accordance with Health & Safety procedure HSP02. At introduction of new contract /
working practices, procedures are established to deal with potential accidents/incidents from specific
hazards, identified from experience. Risks are assessed on an on-going basis and as work proceeds. Using

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the risk assessments identified, the company uses its expertise to provide method statements that include
recognised emergency procedures. These are then briefed to all site staff including any subcontractors.
When an accident/incident/Near Miss occurs, the accident reporting procedure is used to investigate and
remedy the cause. Any accidents or incident that falls into the RIDDOR category shall be reported on form
F2508 by the MR and submitted to the HSE within 10 days of the occurrence. A copy of the F2508 will be
kept on file. The company will assist and provide any records to regulatory bodies, i.e. Police, HMRI, and
HSE, within 24 hours as requested.
On individual contracts a client may specify contract specific arrangements for accident and incident
reporting including communication arrangements. When an accident or incident occurs the client must be
informed as soon as possible and not later than 4 days / in accordance client incident reporting procedures.
The results of investigations are integrated into systems at the earliest opportunity. Senior management
will meet on a monthly basis to review the causes of accidents and corrective and preventive actions
implemented to address them. This review may lead to changes in working practices and staff information
briefings to ensure that the root cause is understood and addressed.
Investigations will be undertaken by the company MR in accordance with Health & Safety procedure
HSP05.

Resource management

6.1

Provision of resources

Senior Management are responsible for providing the necessary resources in terms of both personnel and
equipment to ensure that the processes outlined in the IMS are carried out throughout the entire service
realisation process.
Trained auditors are used to ensure that the IMS is followed and that improvements that enhance customer
satisfaction are carried out in a controlled manner.
Auditing is carried out by personnel independent of the process being assessed.
6.2

Human resources

6.2.1 General
It is MRF Names policy that personnel performing work affecting quality are competent based on
appropriate education, training, skills and experience. This is verified through audit and review, and is
recorded as appropriate in an individuals personnel file.
NOTE: Conformity to product requirements may be affected directly or indirectly by personnel performing
any task within the integrated management system.
6.2.2 Competence, awareness and training
The resource and competency requirements for tasks or roles that affect quality are evaluated and
recorded by way of job descriptions/contracts of employment and the relevant quality records i.e. skills
matrices and training and personnel records. The effectiveness of training carried out is recorded and
evaluated through the competence that has been achieved.
Control of the training process is in accordance with procedure Resource Management MP04.
All new employees are taken through an induction process to comply with quality and Health & Safety
requirements. The induction also covers company background, product / service awareness and customer
familiarisation.
Training is available for all employees and is planned and recorded by the use of skills matrices / individual
training records. The effectiveness of both internal and external training is evaluated and recorded, and
subsequent corrective actions are implemented as required.
A review of training effectiveness and ongoing requirements is carried out at least annually and training
records are maintained.
6.3

Infrastructure

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All functional areas are provided with the infrastructure required to achieve conformity to business and
quality requirements. This includes buildings, workspace, equipment, vehicles, communications,
information systems and supporting services.
The suitability of buildings, equipment, plant, machinery and workspace is reviewed during management
review and periodic internal management meetings.

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6.4

Working environment

Appropriate working environments have been considered and implemented in achieving service conformity.
These include appropriate office space, IT infrastructure, utilities and facilities. Health & Safety issues are
considered and appropriate practices implemented to ensure safe working conditions.
NOTE The term "work environment" relates to conditions under which work is performed including physical,
environmental and other factors (such as noise, temperature, humidity, lighting, or weather).
Health & Safety elements of work environment are controlled / implemented through the Safety procedures
HSP01 to HSP07.

Product and service realisation

7.1

Planning of product and service realisation

Planning of product (output material) and service realisation is carried out at the initial phase of a major
contract or the introduction of waste / output materials. This process may include the review and planning
of quality objectives and requirements for the output material / service, the documents and resources
required. The planning of output material and service realisation also includes the required verification,
validation, monitoring, measurement, inspection and test activities specific to the service and the criteria
for output material acceptance.
For any major new projects, project management activities and planning is carried out during the concept
phase of a project.
7.2

Customer related processes

7.2.1 Determination of customer requirements

MRF Name review all enquiries, orders and contracts received from customers to ensure that their
requirements can be
met in full and any ambiguities resolved. This determination and capture of product requirements includes
the clarification and agreement of customer requirements including activity scope and service
requirements. Any requirements not specified by the customer but necessary for product or service
implementation or compliance with any related statutory and regulatory requirements are also considered
to be a part of this process.
Determination of output material / service requirements include the statutory and regulatory requirements
applicable to the activity and any additional requirements considered necessary by the MRF. This may
include post service delivery activities. Post delivery activities may include actions under contractual
obligations such as support services and supplementary services.
7.2.2Review of customer requirements
All customer orders / contracts are reviewed to ensure that service, quantity and delivery requirements can
be satisfied. Recyclate received as part of an existing contract is reviewed to ensure alignment with
existing enquiries or orders. Any conflict with the standard operational processes are referred back to the
customer for resolution.
Orders or enquiries for new or non-standard recycling services are reviewed and referred to the Managing
Director to establish whether current processes and controls are suitable. Any changes to order
requirements are reviewed and communicated to other functions within the company. Records of these
reviews are maintained.
Further details are given in procedure MP05, Customer Processes.
7.2.3 Customer communication
Product and service information is supplied to customers via web site, brochures, email and through direct
sales / personal contacts.
Communications such as enquiries, quotes, orders and amendment details are appropriately stored and
identified by customer and contract number.

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Customer feedback is proactively sought via direct contact and satisfaction monitoring.
Complaints are documented and recorded in accordance with MP12, Monitoring, Measurement and
Improvement.
7.3

Design and development

Excluded no design or development activities are currently carried out by MRF Name.
7.4

Purchasing

7.4.1 Evaluation and selection of partners and suppliers

Suppliers and subcontractors are selected on their ability to provide quality goods and services, delivered
on time and at the right price. All suppliers, including outsource partners, are subjected to a supplier quality
assurance process.
The level and depth of this process depends on the impact the supplied product or service has on service
realisation. A list of approved suppliers is maintained and their performance monitored.
Subcontractors are reviewed on an annual basis to establish their suitability to act on MRF Names behalf.
MRF Name realise the importance of fostering good supplier relationships. All key suppliers have been
made aware of requirements in terms of quality and regulatory requirements, delivery and price and they
are encouraged to highlight any concerns they may have about meeting these requirements.
The criteria for selection and evaluation of suppliers are contained in the Purchasing Procedure MP06.
7.4.2

Purchasing information

Numbered purchase orders are used for the purchase of all key goods and services. Order numbers are
generated and recorded via a purchase order system.
Purchase orders contain sufficient details to accurately describe the product or services ordered, and will be
supported by detailed purchasing information such as supply agreements or specifications where
appropriate.
Approval of purchase orders is in accordance with Purchasing Procedure MP06.
7.4.3 Verification of purchased product
Suitable verification documentation is requested from suppliers as appropriate. This documentation is
requested via the purchase order and can include certificates of conformity and associated data.
If required within the contract, arrangements for the customer to verify purchases and subcontracted work
will be written into the purchase order.
Where appropriate, an incoming inspection will be carried out in accordance with Purchasing Procedure
MP06.
7.5

Production and service provision

7.5.1Control of product and service provision

Materials are separated by manual and mechanical means with routine inspection at all stages of the
process. These services are performed under controlled conditions. This includes:

The use of work instructions (where necessary).

Monitoring and verification of products and services.
Standard working methods.
Identification of standards of acceptable work to be achieved by staff.

7.5.2 Validation of processes

Generally excluded as the output from service provision processes are verified through subsequent
monitoring or measurement.

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Where appropriate, the capabilities of all service / recycling processes are regularly monitored to achieve
ongoing improvement and re-validation.
An in-process reject / hold system is in place and is used to identify output material / service that does not
comply with specification, customer requirements or environmental directives at any stage. Records are
kept of all shipment and disposal activities to demonstrate conformance of service.
7.5.3 Identification and traceability
A unique works order number identifies all work being
processed, and is allocated on receipt of an order. This
number is recorded on all documentation associated with that
individual disposal process and afords product traceability
throughout the initial uplift / loading process to final dispatch /
disposal.

Allocation of unique activity identifiers

requires review. This must include
Duty of Care references that are
required on Waste Transfer Notes.

7.5.4 Customer property

When customers property, site, material, samples, products etc. are made available to the company they
will be treated as a supplier for the purpose of the Management System requirements.
Customers property that is lost, damaged or otherwise unsuitable for collection / disposal is recorded and
reported to the customer and senior management.
All employees are responsible for taking care of customers property at all times. Free issue material or
property is treated as if received from a supplier.
Further details of product and service provision, validation of processes, identification and trace-ability and
customer property can be found in Service Provision and Operations Procedure MP07 and associated
MRF Name process documents.
7.5.5 Preservation of product
The procedures for the handling, storage, identification and protection of recyclates during the MRF
processes are implemented accordingly.
Materials and products delivered to the MRF site are received, processed (sorted) baled and despatched
and in an appropriate and established safe and recognised manner to ensure that no significant damage or
deterioration occurs that could result in reduction of material quality and / or any potential statutory or
environmental consequences.
Protective garments and appropriate transfer equipment is supplied during each process stage to protect
personnel and preserve the conformity of the recycling activity at all times.
All recyclable materials are handled safely and carefully so that no deterioration occurs during
transportation to their destination. Protective clothing is worn at appropriate stages during the MRF
processes.
7.6

Control of monitoring and measuring devices

All equipment / vehicles that are used for MRF purposes, Health & Safety purposes, inspection, measuring
and testing to demonstrate the conformance of the service process are controlled and calibrated.
The Weighbridge is calibrated on an annual basis. In addition, it is subjected to regular verification against
a known weight.
All vehicles and associated equipment is checked prior to use to ensure satisfactory status / fitness for use.
Where appropriate, calibration is traceable to National or International Standards and the calibration status
identified. When the equipment fails, the validity of the use prior to this is assessed and appropriate actions
taken.
Further details are given in procedure MP10, Control of Equipment.

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8

Measurement, analysis and improvement

8.1

General

Monitoring, measurement, analysis and improvement activities are implemented to demonstrate conformity
of processes and services from initial Customer contact through to final acceptance of implemented
services / delivered materials.
Monitoring, measurement, analysis and improvement processes will also be implemented to demonstrate
conformity and potential improvement of the management systems. Further details are given in the
Monitoring, Measurement and Improvement Procedure MP12, which includes Corrective and
Preventive Action.
MRF Name monitors and measures aspects of activities that affect Operations regularly through a process
of pro-active and reactive arrangements.
Pro-active monitoring includes monitoring of systems for development, installation and operational
management, risk controls and workplace precautions.
Reactive monitoring includes monitoring of accidents, ill health, incidents, deficiencies in Safety, Quality
and Environmental issues.
8.2
8.2.1

Monitoring and measurement

Customer satisfaction

The requirements of the customer are taken into account at all stages of service delivery, by the recording
of customer acceptance, and monitoring of customer satisfaction. This is achieved by regular customer
contact, monitoring of feedback and customer satisfaction surveying in accordance with Procedure MP12.
The data obtained from the above monitoring is reported in the form of metrics detailing customer
satisfaction against targets set out by management review.
8.2.2 Internal audit
Internal audits are performed periodically to verify the use and effectiveness of the quality systems. The
audit programme is planned and published, taking into account the status and importance of the processes
to be audited as well as previous audit results. Internal audits are carried out in accordance with Internal
Audit Procedure MP11.
8.2.3 Monitoring and measurement of processes and services
Monitoring and measurement of processes is implemented to demonstrate their ability to achieve planned
results. Where planned results are not achieved, corrective action is taken in a timely manner.
Where a process can be monitored and measured directly, it will be conducted through measurement of
process characteristics. A process that is unsuitable for direct measurement will be monitored through
activities such as internal audit and review of customer satisfaction data (where appropriate). The trends
recorded through process monitoring and measurement is reviewed at management reviews.
Materials are inspected during picking, before baling and are subject to final inspection prior to dispatch.
On completion, a Goods Out note will be signed to authorise dispatch. In addition, where the materials are
being transported via a container, a photograph of the load will be taken.
Proactive monitoring
The following monitoring arrangements are in place to ensure procedures and on site standards are
achieved and the company safety management system is appropriately implemented.

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Frequency

Action

Record

Responsibility

Weekly

Safety Tour

Safety Tour Form

MRF Supervisor

Monthly

Safety Visits

Safety Tour Form

MRF Manager / MR

Annually

Company Audit

Audit Reports

MR

Annually

Director

Board Report

Director

The proactive monitoring is also to ensure compliance with:

Legal requirements.
Health & Safety rules.

Reactive monitoring
Reactive monitoring takes place of:

Accident rates, injuries and cases of ill health.

8.3

Control of non-conformity

Damages to property/infrastructure.
Incidents.
Hazards.
System (procedures and standards) performance.
Lessons learned.

Non-conforming or badly contaminated materials are suitably identified by a label or marking, and
segregated into a Quarantine area, wherever possible. Suppliers are informed of non-conformances and
details are recorded in Incident Reports, which are retained and reviewed by the Managing Director. When
customer complaints are received, they will be recorded, investigated and corrected to the satisfaction of
the customer and the company.
Records of non-conformity are maintained and analysed as part of Management Review. Output material or
service non-conformities are reviewed by authorised staff in order to determine any remedial action and
outputs are subsequently inspected.
In the unlikely event that an output material / service may not fully meet specified requirements, this may
be reported on a concession (quality report). Records of concessions will be held by the Management
Representative.
Further details are also contained in procedure the Monitoring, Measurement and Improvement
Procedure MP12.
Where non-conformity has an environmental aspect or has resulted in an emergency situation that has an
environmental impact, this will be dealt with in accordance with Emergency Response Procedure MP07
and associated Business Continuity Plan.
Where a system fault is identified, necessitating changes to documented procedures, the nature of the
change is evaluated to establish its effect on interrelated processes and this Business Systems Manual
document. Following any amendment, revised processes are issued and briefed to the relevant parties, as
required.

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Where the deficiency did not result from a defect in the system, other actions are taken, depending on the
nature of the non-conformance, for example:

Re-training of individuals or groups.

Briefing of staff and contractors.
Disciplinary action.
Contract review with Subcontractors.

8.4

Analysis of data and evaluation of compliance

Appropriate data is collected and analysed to demonstrate the effectiveness of the management system
processes and the evaluation of where improvements in the system can be made.
The data generated from monitoring and measurement or other relevant sources is analysed to provide
performance information relating to:
a)
b)
c)
d)

Customer satisfaction.
Conformity of services.
Trends / characteristics of processes / services and preventive action opportunities.
Supplier performance.

Evaluation of compliance with applicable legal and associated environmental and Health & Safety
requirements is also carried out and recorded on a periodic basis, primarily through the Management
Review process.
8.5

Improvement

8.5.1 Continual improvement

Opportunities for continual improvement will be identified through the review of quality policy, objectives,
audit results, analysis of data, corrective and preventive actions and management review.
Improvements identified and implemented, and the resulting benefits are monitored and the results
reported at the management review.
8.5.1.1 Investigation and lesson learning
Personal accidents are dealt with and the findings of investigations being used to improve safety by onward
briefing to staff, system improvements, and addressing the causes of the event. The process ensures that
all incidents are reported to the Line Manager / MRF Supervisor.
Where significant incidents (including irregular working) occur, a documented investigation is carried out
that is appropriate to the severity and scale of the incident. The investigation is led by the MR / HandS
Manager and includes:

Review of the incident location.

Review of any equipment used in the task.
Review of control documentation (method statements, risk assessments etc).
Review of written reports from involved parties and witnesses.
Formal interviews with involved parties and witnesses.
Identification of Immediate, Underlying (contributory) and Root causes of the incident.
Consideration of other factors related to the incident.
Development of recommendations to address the findings of the investigation and prevent
recurrence.
Agreement for delivery of recommendations by management, staff and contractors.
Implementation of recommendations.

Preliminary work (initial investigation for perishable evidence, report gathering etc, implementing
immediate action to address the cause) must be carried out as soon as possible. Full investigation is then
carried out to establish the root causes and identify and implement longer-term preventive measures.
Implementation of actions and recommendation can include:

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Changes to equipment and/ or processes.

Changes to documented procedures.
The addition of suppliers involved to the Prohibited Suppliers list (used in conjunction with the
approved supplier list).
Changes to organisation structures.
Re-training of involved parties.
Staff and contractor briefing.

The arrangements provide for the results of enquiries to be used to improve Safety by amendment to
systems and briefing.
8.5.2 Corrective action
Any non-conformities will be analysed to develop corrective actions that eliminate cause and prevent
recurrence. Monitoring, Measurement and Improvement Procedure MP12 outlines requirements for:

Reviewing non-conformities, including customer complaints.

Determining the cause of non-conformities.
Evaluating the need for action to prevent re-occurrence.
Determining and implementing action needed.
Recording results of action taken.
Reviewing corrective action implemented.

Customer complaints are recorded via the IMS Reporting system and are prioritised accordingly. The
effective and timely implementation of corrective actions and complaint resolution is monitored.
8.5.3 Preventive action
A review of key processes will be conducted through audit or as indicated by quality data. This review will
be used to identify and eliminate potential non-conformities. The implementation and maintenance of
effective procedures is also part of preventive action planning.
Development of preventive measures also occurs as part of the service provision and contract planning
process (risk analysis). Risk assessments are produced for all new service operations / contracts. In
addition, a process of continuous review is applied to all services and processes to identify possible
improvement opportunities.
Further details of Corrective and Preventive action is given in Monitoring, Measurement and
Improvement Procedure MP12.

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Appendix 1 - Index of management system procedures and associated documents
MP01

Control of Documents

MP02

Control of Records

MP03

Management Review

MP04

Resource Management

MP05

Customer Processes

MP06

Purchasing

MP07

Service Provision and Operations

MP08

Environmental, Legal and Communication Aspects Procedure

MP09

Emergency Response Procedure

MP10

Control of Equipment

MP11

Internal Audits

MP12

Monitoring, Measurement and Improvement

(Includes Control of Non-Conformity Corrective and Preventive Action)

OP01

Operational Control Procedure

HSHB

Health & Safety Handbook

HSP01

Emergency Procedure

HSP02

Risk Assessment Procedure

HSP03

COSHH Procedure

HSP04

Display Screen Equipment Procedure

HSP05

Accident Reporting Procedure

HSP06

Lone Working Procedure

HSP07

Vulnerable Persons Risk Assessment Procedure

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Appendix 2 Integrated policy statement
MRF Name Ltd is committed to providing a quality service to all its customers and operates in accordance
with its ISO 9001 integrated management system, ISO 14001 Environmental Management System and
OHSAS 18001 Occupation Health & Safety Management.
Its business and environmental commitment aims to minimize the use of materials and reduce omissions to
land, air and water by reviewing its processes, emissions and use of resources, and by promoting a
continual improvement philosophy throughout all activities.
MRF Name Ltd believes the promotion of Occupation Health & Safety (OHandS) to be a positive investment
in the well being of its workforce. The Company takes very seriously its obligations and responsibilities
under the OHandS and related legislation. Is objective is to provide employees with a safe working
environment and a safe system of work.
In achieving this the Company regularly reviews it working practices (including the general working
environment and individual employees' work stations) to ensure that best practices are adhered to or
adopted and that safety hazards are identified and accidents, so far as reasonable practicable, are avoided.
In particular, the Company regular monitors the safety of any equipment or machinery provided by use by
employees. All employees who use or supervise the use of such equipment or machinery are properly
trained in its use (including any Health & Safety considerations).
MRF Name Ltd is committed to the continual improvement of its performance by the monitoring of quality,
environmental and Health & Safety issues and through involvement with customers, suppliers, regulatory
authorities and the community.
To assist with the above, MRF Name Ltd has implemented an integrated Management System that meets
the requirements of ISO 9001:2008, ISO 14001:2004 and OHSAS 18001:2007.
Compliance and improvement is monitored by process measures and internal audits and is maintained by
the timely implementation of preventive and corrective actions.
Meeting these standards is the responsibility of the entire team. MRF Name Ltd is therefore committed to
working with all stakeholders to support effective operation of the companys Quality, Environmental and
Health & Safety Management System and the achievement of goals and of specific Quality, Environmental
Health & Safety Management Objectives.
(Original signed copy held in office).

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Appendix 3 Process interaction

Management system BSM, Health & Safety manual, Document control (MP01), Control of records (MP02), Management
review (MP03)
Support processes Resource management (MP04), Purchasing (MP06), Control of
equipment (MP10)
Health & Safety
procedures
HSP01 to HSP07

Business
planning

Customer
processes (MP05)

Environment
al legislation
register

Service
Customer
provision and
support
operations
processes
(MP07)
Environmental
aspects and
impacts
register
Environmental
Emergency
aspects, legal
preparednes
requirements
s and
and comms
response
(MP07)
(MP08)

Service
delivery
and
acceptance

Monitoring,
measurement,
improvement
and internal
audits (MP11
and MP12)

Customer communication (MP05), Customer satisfaction (MP12)

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Appendix 4 Integrated system standards cross reference

Integrated System Requirement
4.1 General requirements
4.2 Policy
4.3 Planning
4.3.1 Identification and evaluation of
aspects, impacts and risks
4.3.2 Identification of legal and other
requirements
4.3.3 Contingency planning
4.3.4 Objectives
4.3.5 Organisation structure resources,
roles, responsibility and authority
4.4 Implementation and operation
4.4.1 Operational control
4.4.2 Management of resources
4.4.3 Documentation requirements
4.4.4 Communication
4.5 Performance assessment
4.5.1 Monitoring and measurement
4.5.2 Evaluation of compliance
4.5.3 Internal audit
4.5.4 Handling of non-conformities
4.6 Improvement
4.6.1 General
4.6.2 Corrective, preventive and
improvement actions
4.7 Management review
4.7.1 General
4.7.2 Input
4.7.3 Output

ISO 9001 Quality Clause

4.1
5.1, 5.3

ISO 14001 Environmental Clause

OHSAS 18001 H&S Clause

5.2, 5.4.2, and.2.1, and.2.2

4.1
4.2
4.3
4.3.1

4.1
4.2
4.3
4.3.1

5.3(b), and.2.1(c)

4.3.2

4.3.2

8.3
5.4.1
5.5

4.4.and
4.3.3
4.4.1

4.4.and

and
6
4.2
5.5.3, and.2.3, 5.3(b), 5.5.1

4.4.6
4.4.1, 4.4.2
4.4.4, 4.4.5, 4.5.4
4.4.3

4.4.6
4.4.1, 4.4.2
4.4.4, 4.4.5, 4.5.4
4.4.3

8.1
8.2.4
8.2.2
8.3

4.5.1
4.5.2
4.5.5
4.5.3

4.5.1
4.5.2
4.5.5
4.5.3

8.5.1
8.5.2, 8.5.3

4.5.3
4.5.3

4.5.3
4.5.3

5.6.1
5.6.2
5.6.2

4.6

4.6

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