ISO/TS 16949 Quality Manual

Table of Contents

Approvals

Revision and Approval Record

1.0 Scope

1.1 General

1.2 Application

1.3 Quality policy statement

2.0 Company information

3.0 Terms and definitions

3.1 Terms and definitions for the automotive industry

4.0 Quality management system

4.1 General requirements

4.1.1 General requirements - Supplemental

4.2 Documentation requirements

4.2.1 General

4.2.2 Quality manual

4.2.3 Control of documents

4.2.3.1 Engineering specifications

4.2.4 Control of records

4.2.4.1 Records retention

5.0 Management responsibility

5.1 Management commitment

5.1.1 Process efficiency

5.2 Customer focus

5.3 Quality policy

5.4 Planning

5.4.1 Quality objectives

5.4.1.1 Quality objectives - Supplemental 

5.4.2 Quality management system planning

5.5 Responsibility, authority, and communication

5.5.1 Responsibility and authority

5.5.1.1 Responsibility for quality

5.5.2 Management representative

5.5.2.1 Customer representative

5.5.3 Internal communication

5.6 Management review

5.6.1 General

5.6.1.1 Quality management system performance

5.6.2 Review input

5.6.2.1 Review input - Supplemental

5.6.3 Review output

6.0 Resource management

6.1 Provision of resources

6.2 Human resources

6.2.1 General

6.2.2 Competence, awareness, and training

6.2.2.1 Product design skills

6.2.2.2 Training

6.2.2.3 Training on the job

6.2.2.4 Employee motivation and empowerment

6.3 Infrastructure

6.3.1 Plant, facility and equipment planning

6.3.2 Contingency plans

6.4 Work environment

6.4.1 Personnel safety to achieve product quality

6.4.2 Cleanliness of premises

7.0 Product realization

7.1 Planning of product realization

7.1.1 Planning of product realization - Supplemental

7.1.2 Acceptance criteria

7.1.3 Confidentiality

7.1.4 Change control

7.2 Customer-related processes

7.2.1 Determination of requirements related to the product

7.2.1.1 Customer-designated special characteristics

7.2.2 Review of requirements related to the product

7.2.2.1 Review of requirements related to the product - Supplemental

7.2.2.2 Organization manufacturing feasibility

7.2.3 Customer communication

7.2.3.1 Customer communication - Supplemental

7.3 Design and development

7.3.1 Design and development planning

7.3.1.1 Multidisciplinary approach

7.3.2 Design and development inputs

7.3.2.1 Product design input

7.3.2.2 Manufacturing process design input

7.3.2.3 Special characteristics

7.3.3 Design and development outputs

7.3.3.1 Product design outputs - Supplemental

7.3.3.2 Manufacturing process design output

7.3.4 Design and development review

7.3.4.1 Monitoring

7.3.5 Design and development verification

7.3.6 Design and development validation

7.3.6.1 Design and development validation - Supplemental

7.3.6.2 Prototype program

7.3.6.3 Product approval process

7.3.7 Control of design and development changes

7.4 Purchasing

7.4.1 Purchasing process

7.4.1.1 Regulatory conformity

7.4.1.2 Supplier quality management system development

7.4.1.3 Customer -approved sources

7.4.2 Purchasing information

7.4.3 Verification of purchased product

7.4.3.1 Incoming product quality

7.4.3.2 Supplier monitoring

7.5 Production and service provision

7.5.1 Control of production and service provision

7.5.1.1 Control plan

7.5.1.2 Work instructions

7.5.1.3 Verification of job set-ups

7.5.1.4 Preventive and predictive maintenance

7.5.1.5 Management of production tooling

7.5.1.6 Production scheduling

7.5.1.7 Feedback of information from service

7.5.1.8 Service agreement with customer

7.5.2 Validation of processes for production and service provision

7.5.2.1 Validation of processes for production and service provision - Supplemental

7.5.3 Identification and traceability

7.5.3.1 Identification and traceability - Supplemental

7.5.4 Customer property

7.5.4.1 Customer-owned production tooling

7.5.5 Preservation of product

7.5.5.1 Storage and inventory

7.6 Control of monitoring and measuring devices

7.6.1 Measurement system analysis

7.6.2 Calibration/verification records

7.6.3 Laboratory requirements

7.6.3.1 Internal laboratory

7.6.3.2 External laboratory

8.0 Measurement, analysis and improvement

8.1 General

8.1.1 Identification of statistical tools

8.1.2 Knowledge of basic statistical concepts

8.2 Monitoring and measurement

8.2.1 Customer satisfaction

8.2.1.1 Customer satisfaction - Supplemental

8.2.2 Internal audit

8.2.2.1 Quality management system audit

8.2.2.2 Manufacturing process audit

8.2.2.3 Product audit

8.2.2.4 Internal audit plans

8.2.2.5 Internal auditor qualification

8.2.3 Monitoring and measurement of processes

8.2.3.1 Monitoring and measurement of manufacturing processes

8.2.4 Monitoring and measurement of product

8.2.4.1 Layout inspection and functional testing

8.2.4.2 Appearance items

8.3 Control of nonconforming product

8.3.1 Control of nonconforming product - Supplemental

8.3.2 Control of reworked product

8.3.3 Customer information

8.3.4 Customer waiver

8.4 Analysis of data

8.4.1 Analysis and use of data

8.5 Improvement

8.5.1 Continual improvement

8.5.1.1 Continual improvement of the organization

8.5.1.2 Manufacturing process improvement

8.5.2 Corrective action

8.5.2.1 Problem solving

8.5.2.2 Error-proofing

8.5.2.3 Corrective action impact

8.5.2.4 Rejected product test/analysis

8.5.3 Preventive action

1.1 INTRODUCTION

XYZ COMPANY recognizes its responsibility as a provider of quality products/services. To this end, XYZ COMPANY has developed and documented a quality management system. The quality system complies with the international specification ISO/TS 16949:2002 (E), Quality management systems - Particular requirements for the application of ISO 9001:2000 for automotive production and relevant part organizations.  This manual provides comprehensive evidence to all customers, suppliers and employees of what specific controls are implemented to ensure product/service quality.

This manual also governs the creation of quality related documents. It will be revised, as necessary, to reflect the quality system currently in use. It is issued on a controlled copy basis to all internal functions affected by the quality system and on an uncontrolled copy basis to customers and suppliers. It may be issued to customers on a controlled copy basis upon customer request.

1.3 QUALITY POLICY

XYZ COMPANY accepts responsibility for the complete satisfaction of its customers. We exercise this responsibility through adequate training of our employees, adherence to proven procedures, and total commitment to meeting and exceeding customer requirements, and to maintaining an organizational culture that fosters continuous improvement.

__________________________________

(Name), President

5.0 MANAGEMENT RESPONSIBILITY

5.1 Management Commitment

The management of XYZ COMPANY is committed to implementing, and maintaining a documented quality system.  This commitment includes: ensuring that customer, regulatory and legal requirements are understood and appropriately addressed, the quality policy is understood and implemented at all levels of the organization, quality objectives and plans are established as necessary and that the responsibilities of all functions affecting quality are clearly defined.  Management will make provisions for the necessary resources and personnel to maintain the system, including a management representative, who will ensure that the requirements of this manual are met.  Management will review the system annually to determine its effectiveness.

5.4 PLANNING

5.4.1 QUALITY OBJECTIVES

The management of XYZ COMPANY establishes annual key initiatives, which include quality objectives.  The objectives are established via the Management Review Procedure and communicated to all levels of the organization for use in establishing each function's and employee's annual key objectives.  Quality objectives are measurable, include business performance indicators reflecting requirements for products/services, and are consistent with the quality policy including the commitment to continuous improvement.

5.4.2 QUALITY MANAGEMENT SYSTEM PLANNING

The management of XYZ COMPANY ensures that the resources needed to achieve the quality objectives are identified and planned.  All quality plans are documented and include: the required recourses; the processes of the quality system, permissible exclusions; continuous improvement of the quality system.

7.0 PRODUCT REALIZATION

7.1 PLANNING OF PRODUCT REALIZATION

XYZ COMPANY has established and maintains documented procedures to ensure that the sequence of processes is conducted in a controlled manner.  Planning of the realization processes is consistent with other requirements of the organization's quality system. Plans of product and service realization determine the following:

· quality objectives for the product/service, project or contract;

· the need to establish processes and documentation, and provide resources and facilities specific to the product/service;

· verification and validation activities, and the criteria for acceptability;

· the records that are necessary to evidence conformity of the processes and resulting product/service to specified requirements.

8.0 MEASUREMENT, ANALYSIS AND IMPROVEMENT

8.1 GENERAL

XYZ COMPANY has established and maintains a documented Continuous Improvement Procedure to define, plan and implement the measurement and monitoring activities needed to assure conformity and achieve improvement.  This includes the determination of the need for, and use of, applicable methodologies including statistical methods.

8.2.3 MONITORING AND MEASUREMENT OF PROCESSES

XYZ COMPANY applies suitable methods for measurement and monitoring of those realization processes necessary to meet customer requirements.  These methods confirm the continuing ability of each process to satisfy the intended purpose.

8.2.4 MONITORING AND MEASUREMENT OF PRODUCT

XYZ COMPANY measures and monitors the characteristics of the product/service to verify that requirements for the product/service are met.  This is carried out at appropriate stages of the product/service realization process.  Evidence of conformity with the acceptance criteria is documented.  Records include the authority responsible for release of the product/service.

Inspection and Test Procedure

1.0 Receiving Inspection and Test

1.1 All purchased material which influences the manufacture of, or is intended for use as part of, deliverable products is subject to inspection and/or testing by Receiving Inspection. Upon receipt of products, receiving personnel verify the quantity of delivered units, check marking and identification of packages, and inspect all packages for any signs of tampering or damage.  If all these checks and inspections are satisfactory, receiving personnel signs the delivery receipt. If not, any shortages or damages are noted on all copies of the delivery receipts.

1.2 The received containers are then moved to the designated inspection area, a copy of the purchase order is retrieved, and the packing slips are removed from the containers.  Upon opening the containers, the goods are verified against the purchase order and the packing slip, and are examined visually for any signs of damage.  The purchase order is stamped "RECEIVED" and is signed and dated by the receiving inspector.  All receiving inspections are logged in the Receiving Inspection Log.

1.3 On critical parts and components, as determined by the Quality Manager, a precision inspection/test is performed.  This type of inspection includes:

· Review of material certificates, supplier inspection records, compliance certificates, and any other relevant documentation delivered with the product

· Random sampling based on statistical technique specified

· Visual inspection to detect any damage or other visible problems

· Performing measurements and testing against specified requirements as required

· Recording the sample size, actual measurements, and inspection test results on the Inspection/Test & Audit Report

1.4 Where it is not practical to perform receiving inspection upon receipt, provisions are made to perform source inspection at the supplier's facility.

1.5 The Quality Manager determines the extent and scope of receiving inspection based on the importance of the item and the suppliers' control methods and performance.  The Quality Manager may request that suppliers provide objective evidence of conformance (i.e., material certifications, certificates of conformance, test data, first article inspection, and SPC data). Objective evidence provided by suppliers may be used as the basis for reducing/waiving receiving and source inspection.

1.6 Upon acceptance, products are identified with an "ACCEPT" tag [green sticker] and moved to stock.  In the event that product which is designated for receiving inspection is released to production due to urgency, it shall be positively identified and recorded in receiving inspection records.

2.0 In-process Inspection and Test

2.1 In-process inspection/testing is conducted to ensure that the product/process conforms to specified requirements.  The inspection/testing is normally carried out by production personnel.  Random audits of the in-process inspection/testing process are conducted by quality control personnel.

2.2 The Quality Manager determines the extent and scope of in-process inspection/testing based on the importance of the item, control methods, and previous performance.

3.0 Final Inspection and Test

3.1 For acceptance of completed products, final inspection/testing is utilized.  This includes a verification of satisfactory receiving and in-process inspections/tests, as well as completion of the remaining inspections/tests to assure that the finished products/processes conform to specified requirements.  Products are not released, and processes are not approved until all inspection/test activities have been satisfactorily completed and the appropriate documentation is available and authorized.  All final inspections are logged in the Final Inspection Log.  On critical parts and components, as determined by the Quality Manager, a Final Inspection/Test & Audit Report is completed.

3.2 The Quality Manager determines the extent and scope of final inspection/testing based on the importance of the item, control methods, and previous performance.

4.0 Layout Inspection and Functional Testing

4.1 A layout inspection and functional test is performed to applicable customer engineering specifications and performance standards for each product as specified in the control plans.  Unless otherwise specified by the customer, the Quality Manager determines the number of items to be evaluated.  Inspection personnel record all results on the Layout Inspection and Functional Testing Report form, identify the inspected items with numbers corresponding to the numbers on the report, and submit the report to the Quality Manager, with the required number of samples for audit and approval.  The Quality Manager performs an audit of the samples and records all findings on the Layout Inspection and Functional Testing Report.  All results are available for customer review.

5.0 Inspection and Test Records

5.1 Inspection/test records, which show clearly whether the product/process has passed or failed the defined acceptance criteria, are established and maintained.

6.0 Nonconforming Material/Products

6.1 All material/products that are found to be nonconforming are identified and segregated and/or quarantined, and appropriately dispositioned per the Control of Nonconforming Product Procedure.

Sample Quality Form

Order Quality Manual

ISO/TS 16949 Quality Manual Information