Transcript
Table of Contents Foreword
4
Approvals Approvals
5
Revision Index
6
Introduction to Quality Management Systems
7
1. Scope
9
1.1 General
9
2. Normative References
10
3. Terms and Definitions
10
4. Quality Management System
10
4.1 General Requirements
10
4.2 Documentation Requirements
11
4.2.1 General
11
4.2.2 Quality Manual
11
4.2.3 Control of Documents
11
4.2.4 Control of Records
12
5. Management Responsibility Responsibili ty
12
5.1 Management Commitment
12
5.2 Client Focus
12
5.3 Quality Policy
12
5.4 Planning
13
5.4.1 Quality Objectives
13
5.4.2 Quality Management System Planning
13
5.5 Responsibility, Responsibili ty, Authority, and Communication
13
5.5.1 Responsibility Responsibili ty and Authority
13
5.5.2 Management Representative
13
5.5.3 Internal Communication
13
5.6 Management Review
13
5.6.1 General
13
5.6.2 Review Input
14
5.6.3 Review Output
14
6. Resource Management
14
6.1 Provision of Resources
14
6.2 Human Resources
14
6.2.1 General
14
6.2.2 Competence, Training, and Awareness
14
6.3 Infrastructure Infrastruct ure
15
6.4 Work Environment
15
7. Product Realization
15
7.1 Planning of Product Realization
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7.2 Client-Related Processes
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7.2.1 Determination of Requirements Related to the Product and/or Service
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7.2.2 Review of Requirements Related to the Product and/or Service
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7.2.3 Client Communication
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7.3 Design and Development
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7.3.1 Design and Development Planning
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7.3.2 Design and Development Inputs
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7.3.3 Design and Development Outputs
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7.3.4 Design and Development Review
17
7.3.5 Design and Development Verification
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7.3.6 Design and Development Validation
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7.3.7 Control of Design and Development Changes
17
7.4 Procurement
18
7.4.1 Procurement Process
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7.4.2 Procurement Information
18
7.4.3 Verification of Procured Product
18
7.5 Production and Service Provision
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7.5.1 Control of Production and Service Provision
18
7.5.2 Validation of Processes for Production and Service Provision
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7.5.3 Identification and Traceability
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7.5.4 Client Property
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7.5.5 Preservation of Product
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7.6 Control of Monitoring and Measuring Equipment 8. Measurement, Analysis, and Improvement
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8.1 General
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8.2 Monitoring and Measurement
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8.2.1 Client Satisfaction
20
8.2.2 Internal Audit
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8.2.3 Monitoring and Measurement of Processes
21
8.2.4 Monitoring and Measurement of Product
21
8.3 Control of Nonconforming Product
21
8.4 Analysis of Data
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8.5 Improvement
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8.5.1 Continual Improvement
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8.5.2 Corrective Action
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8.5.3 Preventive Action
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9. References
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ISO 9001: 2008 Quality Manual
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Foreword The information presented in this document has been prepared following the ANSI/ISO/ASQ 9001:2008 American National Standards Quality Management Systems – Requirements. There is no hard copy distribution of this document. Hard copies and personal electronic copies of this document are uncontrolled copies. The controlled, up-to-date copy available to all Parsons’ employees is posted on the Parsons Corporate Policy Center.
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Approvals Prepared by:
Jeffrey W. Koontz
Title
Director, Quality, OSS
Date:
February 7, 2012
Signature:
Reviewed by:
Jeffrey W. Koontz
Title
Director, Quality, OSS
Date:
February 7, 2012
Signature:
Approved by:
Nick Hutchinson
Title:
Executive Vice President, OSS
Date:
February 7, 2012
Signature:
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Revision Index Rev. No. 0
1
Parsons Quality Manual
Revision Index
Date
Approved Version Revised in response to PTG external ISO audit findings. - Inclusion of and reference to RoadMap (figure 1) - Section 5.4.1, included reference to Parsons 2008-2012 goals and Core Value Metrics & EQMP - Throughout, updated reference to issued procedures - Section 9, included reference to issued procedures
11/18/2011
2/7/2012
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Introduction to Quality Management Systems Parsons promotes the adoption of process driven approaches when developing, implementing, and improving the effectiveness of its quality management system, thereby enhancing client satisfaction by meeting client requirements. In addition, the corporation identifies and manages numerous linked activities. An activity using resources, and managed in order to enable the transformation of inputs into outputs, is considered a process. Often the output from one process directly provides the input to the next. The application of a system of processes, corporate policies and procedures within Parsons, together with the identification and interactions of these processes, and their management, can be referred to as a “process approach”. An advantage of a process approach is the ongoing control that it provides over the linkage between the individual processes within the system of processes, as well as over their combination and interaction. See Figure 1- Roadmap, for an overview of Parsons interaction between processes. The flow diagram (extracted from the Parsons Quality PACE Manual) illustrates the interface and relationships between project activites. When used within a quality management system, such an approach emphasizes the importance of the following: a) Understanding and meeting requirements, b) The need to consider processes in terms of added value, c) Obtaining results of process performance and effectiveness, and d) Continual improvement of processes based on objective measurement.
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Figure 1: Roadmap
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1. Scope This Quality Manual establishes a Quality Management System (QMS) for the projects and programs within Parsons. The organization’s Quality Management System’s main objective is to provide products and services that consistently meet the client’s requirements.
1.1 Gen eral Parsons has developed its Quality Management System for the following purposes: – To demonstrate the ability of consistently providing products that meet client and applicable statutory and regulatory requirements, and –
To enhance client satisfaction through the effective application of the system, including processes for continual improvement and the assurance of conformity to client, applicable statutory and regulatory requirements.
Parsons develops and implements innovative, proven technologies, and applications to provide total solutions for clients in transportation, defense, water/ waste water, industrial and commercial markets. Parsons is a leader in providing program/project management, design, engineering, construction, environmental, and technical services to major telecommunications carriers, equipment manufacturers, federal and state/local governments, public institutions, defense contractors, pharmaceutical and biotechnology firms, energy, petroleum and chemical manufacturers, and utility agencies. The Quality Management System established in this manual is implemented on the following types of major processes on projects undertaken by Parsons including but not limited to the following: – Engineering and design services projects including planning, design, and engineering support in the areas of architecture, civil, electrical, environmental controls, networks, geology, mechanical, equipment, process and structural disciplines along with the associated project management. These services typically result in specific deliverables such as drawings, specifications, cost estimates, and studies. –
Construction services projects including construction, construction management, construction engineering, inspection, installation, operations, remediation and/or maintenance services for new and existing facilities and structures. Procurement, subcontracting and supplier services are included.
–
Management services projects including program/project management, project controls, procurement, contract administration, engineering management, environmental management, construction management, and other technical and management support as may be required.
–
Consulting services projects including planning, permitting, engineering, remediating, constructing, installing, managing, and operating processes, systems, and facilities.
The nature and scope of Parsons’ programs/projects vary from project to project and client to client. Each Parsons’ program/project manager (PM), task manager, department manager, and section manager is assigned the authority and responsibility for controlling processes affecting safety, cost, schedule, quality and environmental compliance of their projects. This responsibility includes implementing the requirements of this Quality Manual. Some projects will require client specified institutional Quality Systems programs. While others may require customized client specified Quality programs uniquely designed to meet client requirements. In those instances, the project specific Quality Plans must the meet the requirements of ISO 9001: 2008. All program and/or project personnel are responsible for and have the authority and organizational freedom to identify quality problems that affect safety, cost, schedule, quality, and environmental compliance. This responsibility includes the ability to recommend solutions and limit or control further Parsons Quality Manual
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processing or installing an item or service until proper disposition of a nonconformance or unsatisfactory condition has occurred. This document has been prepared to address all types of projects undertaken by Parsons in the context of an ISO 9001:2008 Quality Management System.
2. Normative References The following are reference documents from which this Quality Manual was derived. While the reference documents are generic standards, this Quality Manual develops the Pa rsons’ specific approach to achieving the goals of the ISO standards. ISO 9001:2008
Quality Management Systems – Requirements
ISO 9000:2005
Quality Management Systems – Fundamentals and Vocabulary
ISO 9004:2000
Quality Management Systems – Guidelines for performance improvements
ISO 19011:2002
Guidelines for Quality and/or Environmental Systems Auditing
ISO 10012:2003
Measurement Management Systems – Requirements for Measurement Processes and Measuring Equipment
3. Terms and Definitions For the purposes of this Quality Manual, the terms and definitions given in ISO 9000:2005 apply. For specific implementing procedures, terms, and definitions may be included in the procedure or in a singular listing of terms and definitions for that specific series of procedures.
4. Quality Management System 4 .1 G e n e r al R e q u i r e m e n t s The Parsons’ organization has established, documented, implemented, and maintains a Quality Management System (QMS) and continually improves its effectiveness in accordance with the requirements of the International Standard (ISO) 9001:2008. As part of the development of the QMS, the Parsons’ organization has determined and ensures the following: a) The processes needed for the Quality Management System and their application throughout Parsons, b) The sequence and interaction of these processes, c) Criteria and methods needed to ensure that both the operation and control of these processes are effective, d) The availability of resources and information necessary to support the operation and monitoring of these processes, e) The monitoring, measurement where applicable, and analysis of these processes, f)
The implementation of actions necessary to achieve planned results and continual improvement of these processes.
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g) These processes are managed by the Parsons’ organization in accordance with the requirements of ISO 9001:2008. When Parsons subcontracts any process that affects product conformity to requirements, the Project team and subcontractor shall ensure control over such processes. The type and extent of control to be applied to these outsourced processes shall be defined within the Program/Project Management Plan (PMP) and throughout the procurement process. Supplier and subcontractor controls will be demonstrated through the monitoring established though the Project Management Plans or other procurement documentation.
4 .2 Do c u m e n t a t i o n R e q u i r e m e n t s 4.2.1 General The Parsons’ Quality Management System documentation includes the following: a) Documented statements of a quality policy and quality objectives, b) A quality manual, c) Documented procedures and records required by ISO 9001:2008, d) Documents, including records, determined by Parsons to be necessary to ensure the effective planning, operation and control of its processes. The documented Quality Policy is as follows: “We are committed to providing quality services and products. We will as a corporation and as individuals, meet the mutually agreed – to requirements the first time and strive for continuous improvement of our work processes.”
4.2.2 Quality Manual Parsons has established and maintains this Quality Manual which includes: a) The scope of the QMS, including details of and justification for any exclusions, b) The documented procedures established for the QMS or reference to them, c) A description of the interaction between the processes of the QMS. Note: Interactions of these processes pertaining to projects may be described in Parsons Project Management Plans, policies and procedures. The Parsons-specific PACE Quality Management Guide provides the information, tools and techniques to Parsons project managers to meet the commitment of the Parsons Quality Policy and implement best practices in Quality Management on Parsons projects.
4.2.3 Control of Documents Documents identified as part of the QMS are controlled. Records are a special type of document and are controlled as required in 4.2.4. A documented procedure has been established and referenced in this Quality Manual to define the controls needed for the following: a) Approval of documents for adequacy prior to issue, b) Review and update as necessary and re-approval of documents, c) Ensuring that changes and the current revision status of documents are identified, d) Ensuring that relevant versions of applicable documents are available at points of use,
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e) Ensuring that documents remain legible and readily identifiable, f)
Ensuring that documents of external origin determined by Parsons to be necessary for the planning and operation of the quality management system are identified and their distribution controlled,
g) Preventing the unintended use of obsolete documents, and to apply suitable identification to them if they are retained for any purpose.
4.2.4 Control of Records Quality records provide evidence of conformity to requirements and of the effective operation of the Parsons Quality Management System. Identified records are maintained in a legible, readily identifiable, and retrievable manner. A documented procedure has been established to define the controls needed for the identification, storage, protection, retrieval, retention time, and disposition of records.
5. Management Responsibility 5 .1 M an a g e m e n t C o m m i t m e n t Parsons’ Executive and Senior Management provide evidence of its commitment to the development and implementation of the Parsons’ Quality Management System and continually improving its effectiveness by the following: a) Communicating within the Parsons’ organization the importance of meeting client as well as statutory and regulatory requirements, b) Establishing the Quality Policy, c) Ensuring that quality objectives are established, d) Conducting management and/or project reviews, e) Ensuring the availability of resources.
5 .2 C l i e n t F o c u s Parsons’ Executive and Senior Management ensure that client requirements are determined, and they are met to enhance client satisfaction.
5 .3 Q u a l i t y P o l i c y The Parsons’ Executive Management has approved and endorsed the Quality Policy to ensure that it: a) Is appropriate for the purpose of the Parsons organization, b) Contains a commitment to comply with requirements and continually improve the effectiveness of the Quality Management System, c) Provides the framework for establishing and reviewing quality objectives, d) Is communicated and understood within the Parsons organization, e) Is reviewed for continued suitability.
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5 .4 P l an n i n g 5.4.1 Quality Objectives Parsons’ Executive and Senior Management ensure that quality objectives, including those needed to meet requirements for its products and services are established at relevant functions and levels within the Parsons’ organization. The Parsons 2008-2012 statement provides an overview of current business goals and objectives. Management ensures quality objectives are measurable and consistent with the Quality Policy. Quality Core Value Metrics in addition to the Enterprise Quality Management Program provide the platform for objectives to be collected, reported and analyzed.
5.4.2 Quality Management System Planning Parsons’ Executive and Senior Management ensure the following: a) Planning of the Quality Management System is performed in a manner which meets the requirements given in 4.1, as well as the quality objectives. b) The integrity of the Quality Management System is maintained when changes to the Quality Management System are planned and implemented.
5 .5 R es p o n s i b i l i t y , A u t h o r i t y , a n d C o m m u n i c a t i o n 5.5.1 Responsibility and Authority Parsons’ Executive and Senior Management ensure that responsibilities and authorities are defined and communicated within the Parsons organization.
5.5.2 Management Representative Parsons’ Executive and Senior Management have appointed a Quality Director who, irrespective of other responsibilities, has the responsibility and authority that includes the following: a) Ensuring processes needed for the Quality Management System are established, implemented, and maintained, b) Reporting to Executive and Senior Management on the performance of the Quality Management System and any need for improvement, c) Promoting awareness of client requirements throughout the Parsons’ organization, d) Acting as a liaison with external parties on matters relating to the Parsons’ Quality Management System.
5.5.3 Internal Communication Executive and Senior Management ensures that appropriate communication processes are established within Parsons and that communication takes place regarding the effectiveness of the Quality Management System.
5 .6 M a n a g e m e n t R e v i e w 5.6.1 General Parsons’ Executive and Senior Management reviews the Parsons’ Quality Management System at planned intervals to ensure its continuing suitability, adequacy, and effectiveness. This review shall
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include assessing opportunities for improvement and the need for changes to the Quality Management System, including the Quality Policy and quality objectives as described in established procedures. Directives and records resulting from these management reviews are maintained.
5.6.2 Review Input The input to management review includes information on the following: a) Results of audits, b) Client feedback, c) Process performance and product/service conformity, d) Status of preventive and corrective actions, e) Follow-up actions from previous management reviews, f)
Changes that could affect the Quality Management System, and
g) Recommendations for improvement.
5.6.3 Review Output The output from the management review shall include any decisions and actions related to the following: a) Improvement of the effectiveness of the Quality Management System and its processes, b) Improvement of products/services related to client requirements, c) Resource needs.
6. Resource Management 6 .1 P r o v i s i o n o f R e s o u r c e s Parsons’ Executive, Senior, and Project Management determine and provide the resources needed for the following: a) Implementation and maintenance the Quality Management System and to continually improve its effectiveness, b) Enhancement of client satisfaction by meeting client requirements.
6 .2 H u m a n R es o u r c e s 6.2.1 General Personnel performing work affecting conformity to product and/or service requirements shall be competent on the basis of appropriate education, licensing, certification, training, skills, and experience.
6.2.2 Competence, Training, and Awareness Parsons’ Executive, Senior, and Project Management, often in conjunction with the client, perform the following: a) Determines the necessary competence for personnel performing work affecting conformity to product requirements,
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b) Where applicable, provide training or take other actions to achieve the necessary competence, c) Evaluate the effectiveness of the actions taken, d) Ensure that its personnel are aware of the relevance and importance of their activities and how they contribute to the achievement of the quality objectives, e) Maintain appropriate records of education, training, skills, and experience.
6 .3 In f r a s t r u c t u r e Parsons’ Executive, Senior, and Project Management determine, provide, and maintain the infrastructure needed to achieve conformity to product and/or services requirements. Infrastructure includes, as applicable, the following: a) Buildings, workspace, and associated utilities, b) Equipment as well as hardware and software, c) Supporting services (such as transport, communication or information systems).
6 .4 W o r k E n v i r o n m e n t Parsons’ Executive, Senior, and Project Management determine and manage the work environment needed to achieve conformity to product and/or service requirements.
7. Product Realization 7 .1 P l a n n i n g o f P r o d u c t R e al i z at i o n Parsons plans and develops the processes needed for product realization. Planning of product realization is consistent with the requirements of the other processes of the Quality Management System. In planning product and/or service realization, Parsons determines the following, as appropriate: a) Quality objectives and requirements for the product and/or service, b) The need to establish processes and documents, and to provide resources specific to the product/service, c) Required verification, validation, monitoring, measurement, inspection, and test activities specific to the product and/or service and the criteria for product and/or service acceptance, d) Records needed to provide evidence that the realization processes and resulting product and/or service meet requirements. The output of this planning results in a Project Management Plan (PMP) suitable for the program and/or project’s method of implementing its operations.
7 .2 C l i e n t - Re l at e d P r o c e s s e s 7.2.1 Determination of Requirements Related to the Product and/or Service The Parsons’ organization identifies and assesses the following items: a) Requirements specified by the client, including the requirements for delivery and post-delivery activities, b) Requirements not stated by the client but necessary for specified or intended use, where known, Parsons Quality Manual
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c) Statutory and regulatory requirements applicable to the product and/or service, d) Any Parsons’ internal requirements.
7.2.2
Review of Requirements Related to the Product and/or Service
Parsons reviews the requirements related to its products and/or services. This review is conducted prior to Parsons’ commitment to supply a product and/or service to the client (e.g. submission of proposals, acceptance of contracts or work orders, acceptance of changes to contracts or work orders), and to ensure the following: a) Product and/or service requirements are defined, b) Contract or work order requirements differing from those previously expressed are resolved, c) Parsons has the ability to meet the defined requirements. Records of the results of the review and actions arising from the review are maintained. Where the client provides no documented statement of requirements, the client requirements shall be confirmed by the Parsons’ organization before acceptance. Where product or service requirements are revised, Parsons shall ensure that relevant documents are amended and that relevant personnel are made aware of the changed requirements.
7.2.3 Client Communication Parsons determines and implements effective arrangements for communicating with clients in relation to the following: a) Product and/or service information, b) Inquiries, contracts, or order handling, including amendments, c) Client feedback, including client complaints.
7 .3 D es i g n a n d De v el o p m e n t 7.3.1 Design and Development Planning Parsons plans and controls design and development. During design and development planning and review, the Parsons’ organization determines the following: a) The design and development stages, b) The review, verification, and validation exercises that are appropriate to each design and development stage, c) The responsibilities and authorities for design and development. The Parsons’ organization manages the interfaces between different groups involved in design and development to ensure effective communication and clear assignment of responsibility. Planning output shall be updated, as appropriate, as the design and development progresses.
7.3.2 Design and Development Inputs Inputs relating to product and/or service requirements are determined and records maintained. These inputs shall include the following: a) Functional and performance requirements derived from client requirements, b) Applicable statutory and regulatory requirements, c) Where applicable, information derived from previous similar designs, Parsons Quality Manual
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d) Other requirements essential for design and development These inputs are reviewed for adequacy. Requirements are required to be complete, as unambiguous as possible and not in conflict with each other.
7.3.3 Design and Development Outputs The design and development outputs are to be provided in a form suitable for verification against the design and development input and approved prior to release. Design and development outputs shall be as follows: a) Meet the input requirements for design and development, b) Provide appropriate information for purchasing, production, and service provision, c) Contain or reference product acceptance criteria, d) Specify the characteristics of the product that are essential for its safe and proper use.
7.3.4 Design and Development Review At suitable stages, systematic reviews of design and development are performed in accordance with project requirements, departmental procedures, and Quality procedures for the following reasons: a) Evaluation of the design and development to meet requirements, b) Identification of any coordination problems and propose necessary actions. Participants in such reviews include representatives of functions concerned with the design and development stage(s) being reviewed. Records of the results of the reviews and any necessary actions shall be maintained.
7.3.5 Design and Development Verification Verification is performed in accordance with project requirements and the appropriate departmental and/or Quality procedures to ensure that the design and development outputs have met the design and development input requirements. Records of the results of the verification and any necessary actions are maintained.
7.3.6 Design and Development Validation Design and development validation is performed, as necessary, to ensure that the resulting product and/or service is capable of meeting the requirements for the specified application or intended use, where known. Wherever practicable, validation is completed prior to the delivery or implementation of the product and/or service. Records of the results of validation and any necessary actions are maintained.
7.3.7 Control of Design and Development Changes Design and development changes are identified and records maintained. The changes are reviewed, verified, and validated, as appropriate, and approved before implementation. The review of design and development changes includes evaluation of the effect of the changes on interfacing disciplines and products and/or services already delivered. Records of the results of the review of changes and any necessary actions are maintained.
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7 .4 P r o c u r e m e n t 7.4.1 Procurement Process Parsons ensures that procured products and/or services conform to specified procurement and subcontract requirements. The type and extent of control applied to suppliers and the procured products and/or services depends upon the effect of the products and/or services on subsequent product realization or the final product and/or service. Parsons evaluates and selects suppliers based on their ability to supply products and/or services in accordance with Parsons’ requirements. Criteria for selection, evaluation, and re -evaluation shall be established. Records of the results of evaluations and any necessary actions arising from the evaluation shall be maintained, as necessary.
7.4.2
Procurement Information
Procurement and subcontract information shall describe the product and/or service requirements, including the following, where appropriate: a) Requirements for approval of products, procedures, processes and equipment, b) Requirements for qualification of personnel, c) Quality Management System requirements. The Parsons’ organization ensures the adequacy of procurement and subcontract requirements prior to their communication to the supplier.
7.4.3 Verification of Procured Product Parsons establishes and implements the review, inspection or other activities necessary for ensuring that procured products and/or services meet specified procurement/contract requirements. Where Parsons or its client intends to perform verification at the supplier’s premises, the Parsons’ organization shall state the verification arrangements and method of product and/or service release in the procurement or subcontract information.
7 .5 P r o d u c t i o n a n d S er v i c e P r o v i s i o n 7.5.1 Control of Production and Service Provision The Parsons’ organization plans and implements production and service provisions under controlle d conditions as required by the contract. Controlled conditions include the following, as applicable: a) Availability of information that describes the characteristics of the product and/or service, b) Availability of work instructions, as necessary, c) Use of suitable equipment, d) Availability and use of monitoring and measuring equipment, e) Implementation of monitoring and measurement, and f)
Implementation of product and/or service release, delivery and post-delivery activities.
7.5.2 Validation of Processes for Production and Service Provision The Parsons’ organization validates processes (e.g. software) for production and service provision where the resulting output cannot be verified by subsequent monitoring or measurement. This includes
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any processes where deficiencies become apparent only after the product is in use or the service has been delivered. Validation shall demonstrate the ability of these processes to achieve planned results. The Parsons’ organization has established arrangements for these processes including the following, as applicable: a) Defined criteria for review and approval of the processes, b) Approval of equipment and qualification of personnel, c) Use of specific methods and procedures, d) Requirements for records, e) Revalidation.
7.5.3 Identification and Traceability Where appropriate, the Parsons’ organization identifies the products and/or services by suitable means throughout product and/or service realization. Parsons in conjunction with the client identifies the product and/or service status with respect to monitoring and measurement requirements throughout product realization. Where traceability is a requirement, Parsons shall control and record the unique identification of the product and maintain records.
7.5.4 Client Property The Parsons’ organization exercises care with client-provided property while it is under Parsons’ control or being used by the Parsons’ organization. The Parsons’ organization identifies, verifies, protects, and safeguards client property provided for use or incorporation into the project. If any client property is lost, damaged, or otherwise found to be unsuitable for use, this is reported to the client with records maintained as part of the project files.
7.5.5 Preservation of Product The Parsons’ organization preserves the product and/or service during internal processing and delivery to the intended destination in order to maintain conformity to requirements. As applicable, preservation includes identification, handling, packaging, storage and protection.
7 .6 C o n t r o l o f M o n i t o r i n g an d M ea s u r i n g E q u i p m e n t Parsons determines the monitoring and measurement to be undertaken on each project and the monitoring and measuring equipment needed to provide evidence of conformity of product to determined requirements. Parsons will implement a calibration program for all monitoring and measuring equipment used on Parsons projects. It is the general procedure of Parsons to use qualified sub-consultants (i.e., laboratories, surveyors and inspection service organizations) providing inspection or test services and equipment at manufacturing facilities and construction sites. When necessary to ensure valid results, measuring equipment shall be: a) Calibrated and/or verified, or both, at specified intervals, or before use, against measurement standards traceable to international or national measurement standards; where no such standards exist, the basis used for calibration or verification shall be recorded, b) Adjusted or re-adjusted as necessary, c) Identified in order to determine its calibration status, d) Safeguarded from adjustments that would invalidate the measurement result, Parsons Quality Manual
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e) Protected from damage and deterioration during handling, maintenance, and storage, In addition, Parsons will assess and record the validity of the previous measuring results when the equipment is found not to conform to requirements. Parsons then takes appropriate action on the equipment and any product affected. Records of the results of calibration and verification shall be maintained. When used in the monitoring and measurement of specified requirements, the ability of computer software to satisfy the intended application shall be confirmed. This will be undertaken prior to initial use and reconfirmed as necessary.
8. Measurement, Analysis, and Improvement 8.1 Gen eral The Parsons’ organization plans and implements the monitoring, measurement, analysis, and improvement processes needed for the following: a) To demonstrate conformity to product or service requirements, b) To ensure conformity of the Quality Management System, c) To continually improve the effectiveness of the Quality Management System. This includes determination of applicable methods, including statistical techniques, and the extent of their use.
8 .2 M o n i t o r i n g a n d M e as u r e m e n t 8.2.1 Client Satisfaction As one of the measurements of the performance of the Quality Management System, the Parsons’ organization monitors information relating to client perception as to whether the organization has met client requirements. The methods for obtaining and using this information are determined by executive, senior, and project management. An example is a client assessment system which acquires client perception information and gauges client satisfaction.
8.2.2
Internal Audit
The Parsons’ organization conducts internal audits at planned intervals to determine whether the Quality Management System: a) Performs as planned, b) Meets the Quality Management System requirements established to ISO 9001: 2008 by Parsons, c) Is effectively implemented and maintained. The audit program is planned, taking into consideration the status and importance of the processes and areas to be audited, as well as the results of previous audits. The audit criteria, scope, frequency, and methods are defined. Selection of auditors and conduct of audits shall ensure objectivity and impartiality of the audit process. Auditors shall not audit their own work. The responsibilities and requirements for planning and conducting audits, and for reporting results and maintaining records are defined in a documented procedure. Records of the quality audits and results are maintained. Program and project management responsible for the area being audited ensures that corrections and corrective actions are taken without undue delay to eliminate detected nonconformities and their
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causes. Corrective action processes follow established procedures. Follow-up activities include the verification of the actions taken and the reporting of verification results.
8.2.3 Monitoring and Measurement of Processes The Parsons organization applies suitable methods for monitoring and, where applicable, measurement of the Quality Management System processes. These methods demonstrate the ability of the processes to achieve planned results. When planned results are not achieved, correction and corrective action are taken, as appropriate, to ensure conformity of the product/services.
8.2.4 Monitoring and Measurement of Product The Parsons’ organization reviews and measures the characteristics of the product to verify that product requirements have been met. This is performed at appropriate stages of the product realization process in accordance with the planned arrangements. Evidence of conformity with the acceptance criteria is maintained. Records indicate the person(s) authorizing release of product for delivery to the client. Product release and service delivery do not proceed until the planned arrangements have been satisfactorily completed, unless otherwise approved by a relevant authority and, where applicable, by the client.
8 .3 C o n t r o l o f N o n c o n f o r m i n g Pr o d u c t Parsons’ projects ensure that products and/or services that do not conform to contract requirements are identified and controlled to prevent its unintended use or delivery. The controls and related responsibilities and authorities for dealing with nonconforming product are defined in a documented procedure. Where applicable, Parsons addresses nonconforming products or services in one or more of the following ways: a) Taking action to eliminate the detected nonconformity, b) Authorizing its use, release, or acceptance under concession by a relevant authority and, where applicable, by the client, c) Taking action to preclude its original intended use or application, d) Taking action appropriate to the effect, or potential effects, of the nonconformity when nonconforming product is detected after delivery or use has started. Records of the nature of nonconformities and any subsequent actions taken, including concessions obtained, are maintained. When nonconforming product is corrected, it is subject to re-verification to demonstrate conformity to the requirements.
8 .4 A n a l y s i s o f D a t a The Parsons’ organization determines, collects, and analyzes appropriate data to demonstrate the suitability and effectiveness of the Quality Management System and to evaluate where continual improvement of the effectiveness of the Quality Management System can be made. This includes data generated as a result of monitoring and measurement and from other relevant sources. The analysis of data provides information relating to the following: a) Client satisfaction, b) Conformity to product/service requirements,
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c) Characteristics and trends of processes and products including opportunities for preventive action, d) Suppliers/subcontractors.
8 .5 I m p r o v e m e n t 8.5.1 Continual Improvement The Parsons’ organization continually improves the effectiveness of the Quality Management System through the use of the Quality Policy, quality objectives, audit results, analysis of data, corrective and preventive actions, and management review.
8.5.2 Corrective Action Parsons’ projects take action to eliminate the causes of nonconformities in order to prevent recurrence. Corrective actions shall be appropriate to the effects of the nonconformities encountered. A corrective and preventive action procedure has been established to define requirements for the following: a) Reviewing nonconformities (including client complaints), b) Determining the causes of nonconformities, c) Evaluating the need for action to ensure that nonconformities do not recur, d) Determining and implementing action needed, e) Recording the results of action taken, f)
Reviewing the effectiveness of the corrective action taken.
8.5.3 Preventive Action Parsons’ projects determine the actions needed to eliminate the causes of potential nonconformities in order to prevent their occurrence. Preventive actions shall be appropriate to the effects of the potential problems. A corrective and preventive action procedure has been established to define requirements for the following: a) Determining potential nonconformities and their causes, b) Evaluating the need for action to prevent occurrence of nonconformities, c) Determining and implementing action needed, d) Recording results of action taken, e) Reviewing the effectiveness of the preventive action taken.
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9. References Quality Operating Policy Policy & Procedure Development Project Document Management Project Records Management Quality Assurance Audits (Internal/Supplier) Identification, Control and Disposition of Nonconforming Products Conditions Reporting Client Feedback & Assessment Core Policy Client Assessments / Project Feedback Procedure Quality Systems Management Review Source Inspection
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