MRF Name / Logo Quality and Environmental Manual - Template 2

MRF Name / Logo
Quality and Environmental Manual - Template 2
MRF NAME
Replace with MRF name OQC, The Conifers

and contact information Stoney Lane
(then delete this text Ashmore Green
box). Berkshire
RG18 9HD
T: 07789 482455
F: 01635 866327
E: enquiries@oxfordqualitycentre.co.uk
W: www.oxfordqualitycentre.co.uk
Quality and Environmental

Systems Manual
Document Number: QEM1

Issue Level: 1.0
Controlled / Uncontrolled
(Circle as appropriate)
Uncontrolled Manuals are current at time of issue but will not be automatically updated
Prepared by: Approved by:

Approval logo
OQC / MRF MRF MRQ
MRF Quality and Environmental Manual Issue 1

DRAFT MRF NAME
Quality and Environmental Manual – Template 2
Page ISO 14001 Ref

1 Approvals, control and amendment 3 -
1.1 Management system scope
2 Introduction 3 -
2.1 Overview and company history
3 Management system 4
3.1 General requirements 4.1
3.2 Documentation requirements 4.4.4, 4.4.5 and
4.5.4
4 Management responsibility 5
4.1 Management commitment 4.2, 4.4.1
4.2 Customer focus 4.3.1, 4.3.2, 4.6
4.3 Quality and Environmental policy 4.2
4.4 Planning 4.3
4.5 Responsibility, authority and communication 4.4
4.6 Management review 4.6
5 Resource management 9
5.1 Provision of resources 4.4.1
5.2 Human resources 4.4.2
5.3 Infrastructure 4.4.1
5.4 Work environment -
6 Product and service realisation 10

6.1 Planning of product and service realisation 4.4.6
6.2 Customer-related processes 4.3, 4.4.6, 4.4.3
6.3 Design and development 4.4.6
6.4 Purchasing 4.4.6
6.5 Production and service provision 4.4.6
6.6 Control and monitoring of measuring devices 4.5.1
7 Measurement, analysis and improvement 13

7.1 General 4.5.1
7.2 Monitoring and measurement 4.5.1, 4.5.2, 4.5.5
7.3 Control of non-conforming product 4.4.7, 4.5.3
7.4 Analysis of data and evaluation of compliance 4.5.1, 4.5.2
7.5 Improvement 4.2, 4.3.3, 4.5.3, 4.6
Appendix 1 Management procedure index 16

Appendix 2 Quality and Environmental policy statement 17
Appendix 3 Process inter-relationship 18
Appendix 4 ISO 14001 and ISO 9001 document relationship 19
MRF Quality and Environmental Manual Issue 1 2

DRAFT MRF NAME
1 Approvals, control and amendment
An approval signature on the front cover indicates approval of this manual. Controlled copies are identified by controlled
status on front cover - only controlled copies will be automatically updated. Amendments to sections of this manual are
detailed in the following table. Approval of the amendment is indicated by the Management Representative’s initials on
master soft copy and original signature on physical controlled copies.
Document history and change record
Issue Issue date Description of change
1.0 03/12/08 Initial issue
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.
The following are registered holders of controlled copies of the Quality and Environmental Manual:
Position Manual Number
MRF Manager (Management Representative) 01
Distribution of the management system documentation is by controlled master soft copy over the MRF network.
1.1 Management system scope
The scope of the MRF Name management system is as follows:
The segregation, processing and recycling of dry co-mingled materials.
(4.1) The environmental element of the management system covers all of the waste management services provided by
MRF Name.
2 Introduction
2.1 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 company’s 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.

DRAFT MRF NAME
Key clients include:

 Council 1
 Council 2
 Client 3
 Client 4
 ANO Borough and County Council
MRF Name is registered with The Environment Agency as a licensed waste handler.
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.
3 Management System
3.1 Quality and Environmental management system
MRF Name has established a Quality and Environmental Management System (MS) 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 MS is designed to assist with the identification, interaction, control, monitoring, analysis and improvement of all key
business processes. These key processes are managed to ensure:
 Conforming services are delivered.

 Control methodologies are in place and effective.
 Adequate resources are available (including competent personnel).
 Non-conformities are prevented.
 Measurable quality and environmental objectives are satisfied.
The effectiveness of the MS is regularly audited, reviewed and improved in accordance with ISO 9001:2008, ISO
14001:2004 and the needs of the business.
(4.1) 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.
3.2 Documentation requirements
3.2.1 General
The MRF Name MS comprises three main parts, the Quality and Environmental Manual (QEM), the Management
Procedures (MPs - indexed in Appendix 1) and MRF Name process documents (instructions), these include operational
procedures for environmental considerations where appropriate. These are supported by associated controls and a range of
Records and Forms (MFs), which are referenced from each procedure where appropriate.
All MS documentation necessary to support the key business processes has been prepared in accordance with the
requirements of applicable standards.

DRAFT MRF NAME
3.2.2 Quality and environmental manual
The MRF Name management system is designed to address all the requirements of ISO 9001:2008 and ISO 14001:2004
with the following exclusions:
ISO 9001:2008, 7.3 Design and Development

Note: Exclusions can be limited to
The interactions between the procedures and processes referenced in this clause 7 of ISO 9001 and must be
manual are summarised in Appendix 4. justified and must not affects the
MRFs ability to meet client and
statutory and regulatory
requirements.
The majority of the company’s MS 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.
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 organization to be necessary for the planning and operation of the quality
management system, are also appropriately controlled.
3.2.4 Control of records
The control of records and data that provide evidence of conformance to requirements and the effective operation of the
quality and environmental 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.
4 Management responsibility
4.1 Management commitment
Management commitment to the development, implementation and improvement of the management system is
demonstrable through the continual communication of quality and environmental requirements, establishing and support of
quality and environmental policy and objectives, the full participation in management reviews, and the provision of
appropriate resources.
(4.3.2) 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.
4.2 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.
(4.3.1) The environmental aspects of the business have been considered in relation to activities, products and services.
These are identified as aspects that can be controlled or influenced and aspects that can have a significant impact on the
environment. The process for the identification, determination of significance and impact of these environmental aspects is
documented in Environmental, Legal and Communication Aspects Procedure MP08.

DRAFT MRF NAME
4.3 Quality and Environmental policy
(4.2) A Quality and Environmental Policy has been produced, reviewed and approved to ensure it is appropriate to the
business, demonstrates commitment to the achievement of quality and supports continual improvement. The policy is also
used to provide a framework for quality objectives. The policy is shown in Appendix 2 and a signed copy of this policy
statement is displayed and is communicated to all staff. The policy is made available to the public via the MRF Name web
site and is reviewed at periodic Management Review.
4.4 Planning
4.4.1 Quality and Environmental objectives, targets and programmes
(4.3) 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.
(4.3.3) Specific environmental 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 and Environment management
system are set and monitored via Management Review. Review of objectives takes into account significant environmental
aspects, technology, operational and business requirements and inputs from interested parties.
4.4.2 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.
(4.3.3) A programme for achieving environmental 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.
(4.3.2) 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 Legislation Register.
4.5 Responsibility, authority and communication
4.5.1 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
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 and Environmental Policy. Responsibilities include the following:-
 Establishing the long-term strategy and policy for the company’s 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 company’s operations
against the core measurable quality and environmental objectives, and against the overall company objectives.
 Health & Safety as defined within the company Health & Safety Policy.
 Personnel / provision of adequate resources.
(4.4.1) 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 and environmental 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.
DRAFT MRF NAME
The MRF Manager is the Quality and Environmental 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 individual’s awareness and understanding of
the company’s 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 staff, 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 staff, 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 company’s 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 staff or company.
 Liaising with external organisations, including emergency services etc, as applicable.
 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.
The responsibilities and authorities documented in this section

4.5.1 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.
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.

DRAFT MRF NAME
Quality Auditor
The Quality Auditor is responsible for auditing of management system processes and reporting audit findings to the
Management Representative.
Employees
It is the duty of all employees to act within the legal responsibilities imposed upon them and the company Environmental
Policy. All employees are to be familiar with the environmental policies and procedures of the company.
Visitors / Business Partners

Visitors / Business Partners are made aware of the “Environmental 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 Environmental Policy.
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.
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 via
either internal, trained (competent) resource or via an
external consultant.
4.5.2 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 MS in accordance with ISO 9001 and ISO 14001 requirements.
In this respect, the Management Representative has general responsibility for:

 Implementation, operation and maintenance of the MS.
 Reporting the effectiveness of the MS to the Management Team.
 Promoting customer awareness throughout the organisation.
 Identifying areas of business and MS improvement.
 Facilitating the implementation of preventive and corrective actions.
With regard to environmental management, the Management Representative responsibilities also include:
 Advising the directors and managers on all matters relating to Environmental Management.
 Co-ordinating the application of the Environmental Management System.
 Promoting and supporting the supply of information on environmental matters to all staff.
 Monitoring and keeping records of waste disposals.
 Monitoring and keeping records of energy consumption.
 Liaising as required with all enforcing agencies and acting as the company’s contact with those agencies.
 Co-ordinating the “Environmental Impact Assessment” of the company and recording of this in an “Environmental
Aspects Register”.
 Oversee investigation of any environmental incidents.
4.5.3 Communication
(4.4.3) 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 MS 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.

DRAFT MRF NAME
4.6 Management review
4.6.1 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.
4.6.2 Review input
(4.6) The review inputs include, but are not limited to:
 Follow up actions from previous reviews.
 Results of internal audits.
 Customer feedback / communication from external interested parties, including complaints.
 Process performance and service conformity.
 Organisational environmental performance and the extent to which objectives and targets have been met.
 Status of corrective and preventive actions.
 Changes affecting the Management System, including those related to environmental aspects.
 Improvement recommendations.
4.6.3 Review output
The outputs from this review will include actions and decisions in relation to:-
 Improvements in the effectiveness of the MS.
 Possible changes to environmental policy, objectives and targets.
 Required resources / training requirements.
 Required audits.
 Customer service and delivery improvements.
Further details are given in the Management Review procedure, MP03.
5 Resource management
5.1 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 MS are carried out throughout the entire service realisation process.
Trained auditors are used to ensure that the MS 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.
5.2 Human resources
5.2.1 General
(4.4.2) It is MRF Names policy that personnel performing work affecting quality or that can have an environmental impact
are competent based on appropriate education, training, skills and experience. This is verified through audit and review,
and is recorded as appropriate in an individual’s personnel file.
5.2.2 Competence, awareness and training
The resource and competency requirements for tasks or roles that affect quality or having an environmental impact 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, environmental and Health & Safety
requirements. The induction also covers company background, product / service awareness and customer familiarisation.

DRAFT MRF NAME
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.
5.3 Infrastructure
All functional areas are provided with the infrastructure required to achieve conformity to business, quality and
environmental 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.
5.4 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).
6 Product and service realisation
6.1 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 a new waste / output materials. This process may include the review and planning of quality and
environmental objectives and output material / service requirements, 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.
Operations associated with identified environmental aspects are identified and planned to ensure they are carried out
under specified conditions.
6.2 Customer related processes
6.2.1 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. In addition statutory, regulatory and environmental requirements are regularly
reviewed to ensure that current processes are capable of producing products / services that are safe to use,
environmentally friendly and generally ‘fit for purpose’.
Determination of output material / service level 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.
6.2.2 Review of customer requirements
All customer orders / contracts are reviewed to ensure that service, quantity, environmental 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.

DRAFT MRF NAME
6.2.3 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. Customer feedback is proactively sought via direct contact and satisfaction monitoring and
complaints are documented and recorded in accordance with MP12, Monitoring, Measurement and Improvement.
6.3 Design and development
Excluded – no design or development activities are currently carried out by MRF Name.
6.4 Purchasing
6.4.1 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 /
environmental aspects. 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, environmental 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.
6.4.2 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.
6.4.3 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.
6.5 Production and service provision
6.5.1 Control 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.

DRAFT MRF NAME
6.5.2 Validation of processes
While the output from service provision processes are verified through subsequent monitoring or measurement, 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 waste / output materials / services that do 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.
6.5.3 Identification and traceability
A unique works order number identifies all work being processed, Allocation of unique activity identifiers
and is allocated on receipt of an order. This number is recorded on requires review. This must include Duty of
all documentation associated with that individual disposal process Care references that are required on Waste
and affords product traceability throughout the initial uplift / loading Transfer Notes.
process to final dispatch / disposal.
6.5.4 Customer property
When customer’s 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.
Customer’s 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 customer’s 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.
6.5.5 Preservation of product
The procedures for the handling, storage, identification and protection of recyclates during the MRF processes are
implemented accordingly.
Waste materials delivered to the MRF site are received, processed (sorted) baled and despatched 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.
6.6 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.
7 Measurement, analysis and improvement
7.1 General
DRAFT MRF NAME
(4.5) 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.
Environmental objectives and targets have been established, implemented and maintained and programmes for achieving
these objectives documented.
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.
7.2 Monitoring and measurement
7.2.1 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.
7.2.2 Internal audit
(4.5.5) Internal audits are performed periodically to verify the use and effectiveness of the quality and environmental
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.
7.2.3 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,
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.
The monitoring and measurement of operations that can have a significant environmental impact is also documented in
Procedure MP12 and associated environmental aspects, objectives and targets records.
7.3 Control of non-conformity
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 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.

DRAFT MRF NAME
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.
7.4 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) Customer satisfaction.
b) Conformity of services.
c) Trends / characteristics of processes / services and preventive action opportunities.
d) Supplier performance.
(4.5.2) Evaluation of compliance with applicable legal and associated environmental requirements is also carried out and
recorded on a periodic basis, primarily through the Management Review process.
7.5 Improvement
7.5.1 Continual improvement
Opportunities for continual improvement will be identified through the review of quality and environmental 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.
7.5.2 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 Quality Reporting System and are prioritised in accordance with any
environmental impacts. The effective and timely implementation of corrective actions and complaint resolution is
monitored
7.5.3 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.

DRAFT MRF NAME
Appendix 1 - Index of management system procedures
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)

DRAFT MRF NAME
Appendix 2 – Quality and environmental policy statement
MRF Name Ltd, a leading provider of material recovery facilities and support services considers respect for the
environment an important business responsibility and encourages all employees to take an interest in the protection of the
environment.
MRF Name Ltd will therefore:
 Ensure that the company complies with appropriate legislation and regulations.
 Identify and evaluate the environmental aspects associated with commingled waste collection, materials recycling
activities and transport of recyclate to re-processors in order to control and reduce any environmental impact,
including the prevention of pollution.
 Ensure the responsible use of natural resources and the minimisation of waste and energy consumption.
 Implement the training of employees to ensure that they are environmentally aware and that neither they, the
community, nor the environment are exposed to harm as a result of MRF Name Ltd operations.
In meeting the above, MRF Name Ltd also aims to achieve high levels of customer satisfaction by delivering reliable, high
quality, cost effective output materials and services within agreed timeframes thus generating the returns required to:
 Reward stakeholders for their investment.

 Reward our people for their efforts.
 Provide the funds to support future operations and company growth.
 Provide a stable and enjoyable work-place for the entire team.
MRF Name Ltd is committed to the continual improvement of its performance by the monitoring of quality and
environmental 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 and ISO 14001:2004.
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 company’s Quality and Environmental Management System and the
achievement of goals and of specific Quality and Environmental Objectives.
(Original signed copy held in office).

DRAFT MRF NAME
Appendix 3 – Process interaction
Management System – Document Control (MP01), Control of Records (MP02), Management Review (MP03)
Support Processes – Resource Management (MP04), Purchasing (MP06), Control of Equipment (MP10)
Service Provision Customer

and Operations Support
(MP07) Processes
Monitoring,
Business Customer Processes Environmental Service Measurement,
Planning (MP05) Aspects and Delivery and Improvement
Impacts Register Acceptance and Internal
Audits (MP11
Environmental Emergency and MP12)
Environmental Aspects, Legal Preparedness
Legislation Requirements and Response
Register and Comms (MP08)
(MP07)
Customer Communication (MP05), Customer Satisfaction (MP12)
MRF Name Quality and Environmental Manual Issue 1 18

DRAFT MRF NAME
14001/ 14001 9001 Doc Ref Doc Type / Title

(9001) Ref Doc Req Doc Req
(4.2.2) - Y QEM01 Quality and Environmental Manual
4.2 (5.3) Y Y QEP Quality and Environmental Policy
4.3.3 Y Y EA Table / Q. Objectives Targets and Programmes / Quality Objectives

(5.4.1) Obj
4.4.5 Y Y MP01 Document and Record Control Procedure
(4.2.3)
4.5.4 Y Y MP02 Control of Records Procedure
(4.2.4)
4.6 (5.6) - - MP03 Management Review Procedure
4.4.2 (6.2, Y - MP04 Resource Management

6.3 and 6.4)
(7.2) - - MP05 Customer Processes
4.4.6 (7.4) Y - MP06 Purchasing Procedure
4.4.6 Y - MP06 Service Provision and Operational Control

(7.5.1)
4.3.1 Y - MP07 Environmental Aspects Procedure
4.3.2 Y - MP07 Legal and Other Requirements Procedure
4.4.3 Y - MP08 Environmental Communication Procedure
4.4.7 Y - MP09 Emergency Preparedness and Response
4.5.1 (7.6, Y - MP10 Control of Equipment

6.3)
4.5.5 Y Y MP11 Internal Auditing
(8.2.2)
4.5.1 (8.2) Y - MP12 Monitoring, Measurement and Improvement
4.5.2 Y - MP12 Monitoring, Measurement and Improvement
4.5.3 (8.5) Y Y MP12 Monitoring, Measurement and Improvement
Note:
Procedures identified with a ‘Y’ in the ‘Doc Req’ columns above are those that are required / compulsory under ISO
14001:2004 and/or ISO 9001:2008.
Related Records, including those additional records required by ISO 14001:2004 will be listed in a Records Table referenced
from MP02.
Appendix 4 – ISO 14001 and ISO 9001 document relationship
MRF Name Quality and Environmental Manual Issue 1
19

MRF Name / Logo Quality and Environmental Manual - Template 2

Hochgeladen von

Dokumentinformationen

Originaltitel

Copyright

Verfügbare Formate

Dieses Dokument teilen

Dokument teilen oder einbetten

Freigabeoptionen

Stufen Sie dieses Dokument als nützlich ein?

Sind diese Inhalte unangemessen?

Copyright:

Verfügbare Formate

MRF Name / Logo Quality and Environmental Manual - Template 2

Hochgeladen von

Copyright:

Verfügbare Formate

MRF Name / Logo

Quality and Environmental Manual - Template 2

Replace with MRF name OQC, The Conifers

Quality and Environmental

Document Number: QEM1

Prepared by: Approved by:

MRF Quality and Environmental Manual Issue 1

Page ISO 14001 Ref

6 Product and service realisation 10

7 Measurement, analysis and improvement 13

Appendix 1 Management procedure index 16

MRF Quality and Environmental Manual Issue 1 2

Document history and change record

Issue Issue date Description of change

1.0 03/12/08 Initial issue

Position Manual Number

MRF Manager (Management Representative) 01

1.1 Management system scope

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

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

2.1 Overview and company history

The company’s MRF is an established facility …

MRF Quality and Environmental Manual Issue 1 3

Key clients include:

The above ‘overview and company history’

3.1 Quality and Environmental management system

 Meets or exceeds the requirements and expectations of its customers.

 Conforming services are delivered.

3.2 Documentation requirements

MRF Quality and Environmental Manual Issue 1 4

ISO 9001:2008, 7.3 Design and Development

3.2.4 Control of records

4.1 Management commitment

4.2 Customer focus

MRF Quality and Environmental Manual Issue 1 5

4.4.1 Quality and Environmental objectives, targets and programmes

4.4.2 Management system planning

4.5 Responsibility, authority and communication

4.5.1 Responsibility and authority

Management Representative (MRF Manager)

Health & Safety Manager

The responsibilities and authorities documented in this section

Drivers / Site Engineers

MRF Quality and Environmental Manual Issue 1 7

Visitors / Business Partners

4.5.2 Management Representative

The Management Representative (MR) is the MRF Manager.

In this respect, the Management Representative has general responsibility for:

MRF Quality and Environmental Manual Issue 1 8

4.6.2 Review input

4.6.3 Review output

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

5.1 Provision of resources

Auditing is carried out by personnel independent of the process being assessed.

5.2 Human resources

5.2.2 Competence, awareness and training

MRF Quality and Environmental Manual Issue 1 9

5.4 Working environment

6 Product and service realisation

6.1 Planning of product and service realisation

6.2 Customer related processes

6.2.1 Determination of customer requirements

6.2.2 Review of customer requirements