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37
MANAGEMENT SYSTEM
MANUAL
Complying with
"T o le ad t h e Wast e in dus try in a ll as pec ts o f t h e b us in ess, inc lu ding t h e h ig h est lev e ls o f
serv ice , b e c o mp let e ly re liab le a nd f lex ib le w it h serv ic e d e liv ery a n d th e b est v alu e fo r
mo n ey. T o m ain ta in t h e h ig h est st a nd ar ds of pr of ess ion a lism an d h on es ty in
our de a lin g w it h clie nt s, st a ff a n d s u pp liers. "
September 2011:
www.capitalcitywasteservices.com.au
Page 2 of 14
CCWS
QUALITY POLICY STATEMENT
Capital City Waste Services P/L, prides itself in providing a service that is dependable and consistent,
(throughout this document please note that Capital City Waste Services Pty Ltd will be referred to as CCWS.)
By way of our expertise and experience CCWS provides general waste services, recycling services including
but not limited to cardboard, paper, and co-mingle. CCWS also manages secure paper and product
destruction. CCWS ensure our business partners who collect all the secure material on our behalf are fully
accredited and the security of confidential records and sensitive materials during the removal, transportation,
destruction and recycling processes are our first priority.
Our quality management system complies with the Australian & New Zealand Standard AS/NZS ISO
9001:2000 "Quality management systems - requirements".
Everyone within our organisation has a responsibility to focus on our customers' needs and work towards
continually improving our service.
Quality is everybody's business, and we require all stakeholders to actively support our commitment to
continual improvement.
By committing ourselves to providing a professional, consistent and significant service to our community we
see ourselves achieving and maintaining our commitment to quality.
We will
Provide consistent and dependable services that focus on our customers' needs and overall
satisfaction using our sales to survey their needs and concerns.
Provide value-adding to our services by continually striving to exceed our customers requirements
through weekly meetings systematically analysing customer feedback.
Developing a team oriented work environment that encourages continuous quality improvement and
ensures all team members are competent and have the resources to meet these expectations.
Conduct internal and external assessments of our management system to ensure it remains suitable,
effective and relevant to our organisation as well continuing to comply with statutory requirements and
AS/NZS ISO 9001: 2000.
Page 3 of 14
CCWS OBJECTIVES
QUALITY OF SERVICE
To gain customer satisfaction, i.e. meeting customer needs & expectations, by monitoring customer feedback
results and process auditing
COLLECTION & FACTORY EFFICIENCY
To ensure on-time collections and maintaining equipment i.e. Trucks to the highest possible level, as this is an
integral part of our business efficiency. Drivers' run sheets and factory reports shall provide adequate
evidence of meeting targets
PRESENTATION
To ensure our company's image is seen as professional and capable. This impression relies on personnel
appearance and vehicle cleanliness. Proficient representation by our sales team remains a fundamental
element our service.
CONTINUAL IMPROVEMENT
Continually improve the quality outcomes of our management system and maintain compliance with AS/NZS
ISO 9001: 2000 Standard
The measurement of our objectives shall signify the success of our planning and implementation process
within our management system.
We stress that every endeavor be made to embrace innovation using flexible approaches based on
performance criteria. Our determination to continually improve respects the same premise.
General Waste Containers
120, 240, 660, 1100 litre plastic containers.
1.5m, 3m, 4.5m steel containers.
Recyclable Containers
120, 240, 660, 1100 litre plastic containers.
1.5m, 3m, 4.5m steel containers.
Security Containers
We have lockable 120, 240 and 660 litre receptacles for larger organisations.
Page 4 of 14
CODE OF CONDUCT
All CCWS employees must:
Observe and comply with all relevant Commonwealth, State and local Legislation.
Treat every individual with respect regardless of their sex, race, colour, religious beliefs or position in
the organisation.
Accept responsibility for the safety of themselves, their families, their colleagues and their employer at
work.
Not act in any manner which might discredit the name and reputation of CCWS.
Not disclose or otherwise make available any of CCWS intellectual property or other propriety
information to any unauthorised parties. This includes intellectual property and other propriety
information belonging to other parties which may be in the care of and/or for the specific use of
CCWS.
Not accept benefits, gifts or other inducements from third parties associated with CCWS business
activities unless they are of a trivial, inexpensive or seasonal nature and do not influence the outcome
of any dealing on behalf of CCWS. In any event, the employee shall advise his or her immediate
superior of the receipt of all such items.
Conduct all business dealings and financial transactions with integrity in an honest, fair and
reasonable manner that will reflect well upon the individual and CCWS.
Not enter into any transaction or become engaged in any other situation which might result in a
conflict of interest with CCWS.
Maintain written records of all material dealings with external parties to provide adequate audit
substantiation and demonstrate compliance with CCWS policies.
Not use the CCWS name, reputation or other resources to promote any nonbusiness related activity
without the approval of CCWS Chief Executive.
Report to CCWS management, any breaches of this Code of Conduct or any other unlawful activities
of which they become aware.
Le Ho Director
September 2011
Page 5 of 14
The following quality management principles are the fundamental rules for operation within CCWS. They are
aimed at continually improving our performance over the long term by focusing on our customers' needs and
expectations while addressing all stakeholders' needs.
Customer-Focused
Everyone at our organisation is aware of the dependence our customers have on our services. We focus on
the customer needs and strive to exceed customer expectations.
Leadership
Leaders establish unity of purpose and direction of the organisation. We create and maintain an internal
environment for our personnel to become fully involved in achieving the organisation's objectives.
Involvement of People
Satisfied people at all levels are the essence of our organisation's success and their full involvement enables
their abilities to be used for our benefit.
Process Approach
We strive to reach the desired result efficiently by managing resources and controlling service delivery using a
process-based approach. Process maps and documented procedures are the basis for this structure.
System Approach
To improve our effectiveness and efficiency we monitor and manage our system through awareness and
understanding of the interrelated processes. It is by regular monitoring of our service processes our system is
constantly under scrutiny with the genuine goal of continual improvement.
Decision-making
Our top management is directly responsible for the determination of our organisation's overall decision-making
processes. Management analyse service-related data and system information to determine any service or
system-related changes. The day-to-day decisions by staff members will be based on consultation and
awareness of any improvements approved by management.
Page 6 of 14
Company Profile
CCWS is one organisation providing businesses throughout Australia with general waste and recycling
services, together with the management of secure paper and product destruction.
CCWS help educate our customers on the benefits of recycling, not only to save money, but also to help the
environment. We offer the different varieties of recycle bins for this purpose. These recycle bins include
cardboard, white paper, and co-mingle. The more the customer can recycle, the less is sent to landfill.
Additionally, we assist with ongoing support and advice so that your recycling program is a complete success.
Our organisation concentrates on customers' individual needs and tailors their waste and recycling
programme accordingly, enabling convenient collection of material.
Mission
To lead the Waste and recycling industry in all aspects of the business, including the highest levels of service
and support, completely reliable and flexible with service delivery and the best value for money. To maintain
the highest standards of professionalism and honesty in our dealing with clients, staff and suppliers.
Staff
Our employees are security checked prior to commencement of employment and are provided with company
uniform and photo identification.
Competency is critical to maintaining client confidence. Top management ensure our employee competence
by skills analysis, appropriate training and regular performance monitoring.
Vehicles
Our vehicles are clearly signed, alarmed, serviced and cleaned to ensure a high standard of efficiency to
ensure security is maintained.
Page 7 of 14
CCWS has implemented a Quality Management System to meet the requirements of AS/NZS ISO 9001: 2000
(Quality management system - requirements).
The structure of our system complies with the Standard by
meeting its four main requirements.
Management Responsibility Resource Management
Management of Process Measurement, Analysis and
Improvement
other processes;
Determines the methods of control for critical processes to ensure their effectiveness;
Controls the system documentation to comply with the Standard AS/NZS ISO 9001: 2000;
Provides objective evidence of the system suitability and effectiveness through verifiable record
maintenance.
Page 8 of 14
Quality Manual
The quality policy (this manual) is an integral part of our quality management system. It embraces and affirms
our policy, scope, organisational structure and responsibilities.
This manual contains a reference listing to system procedures and service process maps.
Internal Auditing
Management Review
System Improvement
Control of Deficiencies
Corrective Action
Preventive Action
Document Control
Record Control
(CCWS/QP-01)
(CCWS/QP-01)
(CCWS/QP-03)
(CCWS/QP-03)
(CCWS/QP-03)
(CCWS/QP-03)
(CCWS/QP-02)
(CCWS/QP-04)
The critical processes are comprehensively mapped providing personnel with the 'complete process or "big
picture".
The processes are continually audited and shall be updated when improvements of operations are required.
Page 9 of 14
Page 10 of 14
QUALITY
MANAGEMENT
SYSTEM
(continued)
ORGANSATION STRUCTURE
MANAGEMENT RESPONSIBILITY
The management commitment to the development, implementation and maintenance of our management
system is evidenced in this manual. Our customer focus, our policy on quality issues, our quality objectives
and our overall planning is documented within this manual. The responsibility and authority of personnel within
CCWS are documented as position descriptions.
Position Descriptions
All status within CCWS organisational structure have been developed and documented as position
descriptions and we maintain these documents in personnel files.
The position of the Quality Management System Coordinator is a "management representative"
status.
Management Representative
The Directors and the Office Manager share the Management Representative authority and
responsibility due to the way the company operates. Specifically, the Office Manager shall ensure that
the requirements of AS/NZS ISO 9001: 2000 are implemented and maintained.
Management Review
A formal review of CCWS management system by the executive management shall be scheduled at
least quarterly by the Office Manager as part of her role as the Management Representative.
RESOURCE MANAGEMENT
Competent personnel are critical to meeting our objectives. Executive management ensures employee
competence by initial security, qualification and experience screening at time employment, then by skills
analysis and appropriate training where required. Performance assessment is carried out on a regular basis
and actions are planned at management review level.
The work environment, conditions and work methods of staff are scrutinized and supervised as part of regular
work monitoring activities. An integral element of our human resources management is our Workplace Health
& Safety program.
Our infrastructure is reviewed at top management level to ensure our work environment and equipment
ensure our processes are efficient and effective.
Page 12 of 14
Page 14 of 14
Document
* 4.2.3
Control of Documents
Control of Quality 4
* 8.2.2
* 8 .3
2 4
Records
Internal Audits
Control of
Nonconforming Product
* 8.5.2
Corrective Action
Preventive Action
5.6.1
Management Review
6. 2 .2
Staff Competence,
* 8.5.3
Policy Manual
Infrastructure
6.4
Work Environment
7. 2
7.3.
7.4 Purchasing
Policy Manual
7.5
7 .6
The procedural requirements of AS/NZS ISO 9001: 2000 have been addressed as indicated in the above
matrix with asterisks. Our operational processes are shown within our Process Maps.
The staff within CCWS readily accepts responsibility and promotes a system which they are directly involved
in developing.
With this focus CCWS personnel take ownership of our business operations and strive for continuous
improvement.
PRESENT:
Record persons present at review, detail topics discussed, comments, details & status of discussed topic. Record SINs tabled & attach any relevant
documents- Agenda to include: Follow up any actions from previous Management Reviews Quality System suitability and effectiveness, including
changes, results of Internal/External Audits, Adequacy of Resources, Suggested Improvement Notices (SIN) and status of Corrective and Preventive
actions taken, Changes to statutory or legislative requirements, Competency/Staff Appraisals, Customer complaints and positive feedback, Staff
satisfaction and any recommendations for improvement (Attach pages to this form if not enough room for detail)
AGENDA
Follow Up Actions
QMS
Suitable/Effective
Resources
Staff Performance
Satisfaction
Internal/External
Customer
Complaints
Feedback
Statutory, Legislative
Recommendations for
Improvement
DISCUSSION / ACTIONS
Other
SINs Reviewed
NEXT MEETING
SIGNED:_______________________________________________________
DIRECTOR
CC Consumer Complaint
C/T Competency / Training
P/l Procedure/Instruction
SUPSupplier
RK Record Keeping
OHS
AU Audit SIN/Other
Dl Driver Issue
FPE
Factory
/
Plant
Gl General Improvement
IP Internal Process
T/T Truck/Transport
Equip
Details:
COST
Labour,
Material,
Lost
Time.
CLOSE OUT
MANAGEMENT REVIEW
Completed By Date:
Action Successful?
YES / NO
Follow Up Needed?
YES/NO
QC
Date
QC
Follow Up by Date
DIRECTOR
Sign
Date of Review
Date Sin
No.
Type of
Type of
Action
Follow-up &
Improvement/Problem
Correction
Completion Date
Closeout Date
Yes No
Additional Comments:
REVIEWERS SIGNATURE:
DATE:
The recycle and destruction process is the critical stage of the service where destruction
of confidential and sensitive documents is carried out at an approved destruction facility.
Following this process the paper is bailed and transported to recycling contractors.
The overall process for document destruction starts with a customer enquiry or work order
and is final when destruction is complete and an optional certificate is provided.
CCWS?
The purchasing process starts with a need for product or service, approval of any
purchases above $250.00 and is only completed when incoming goods/services are
verified as conforming to order specifications.
The SALES & MARKETING process is the start to a series of processes that provides
waste management, recycling and destruction of confidential, sensitive documents.
Service Delivery
Services
Completed