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BAPP GROUP LIMITEDQUALITY MANUAL

BAPP GROUP LIMITED

QUALITY MANUAL

MANUAL NUMBER: 01 - (Master Copy)

BAPP Group Limited QA Manual Issue No 9 - 05th May 2016 of 24THIS DOCUMENT IS UNCONTROLLED WHEN PRINTED OR COPIED


The Quality Manual is the property of BAPP Group Limited.

The contents of this manual are approved by Richard Ward BAPP Group Limited Group Manager.

Any subsequent amendments or re-issues will be made in accordance with BAPP Group Limited Operational Procedure 02 “Document and Data Control”.



CONTENTSSection Details Page No:

1. The Company. 5

2. Scope of the Operation. 52.1 Exclusions. 5

3. Quality Policy Statement. 6

4. Quality Management System. 74.1 General. 74.2 Documentation. 84.2.1 General. 84.2.2 Quality Manual. 84.2.3 Control of Documents. 84.2.4 Control of Records. 8

5. Management Responsibility. 95.1 Management Commitment. 95.2 Customer Focus. 95.3 Quality Policy. 95.4 Planning. 105.4.1 Safety, Environmental and Quality Objectives 105.4.2 Quality Management System Planning 105.5 Responsibilities, Authority and Communication 105.5.1 Responsibility and Authority 105.5.2 Management Representative 105.5.3 Internal Communications 115.6 Management Review 11

6. Resource Management 126.1 Provision of Resources 126.2 Human Resources 126.2.1 General 126.2.2 Competence, Awareness and Training 126.3 Infrastructure 136.4 Work Environment 13

7. Product Realisation 147.1 Planning of Product Realisation

(Client Requirements and Satisfaction) 147.2 Customer Related Processes 147.2.1 Determination of Requirements 147.2.2 Review of Requirements 147.2.3 Customer Communications 157.3 Design and Development 167.4 Purchasing 167.4.1 Purchasing Process 167.4.2 Purchasing Information 177.4.3 Verification of Purchased Product 177.5 Operations and Service Provision 187.5.1 Control of Production and Service Provision 18



7.5.2 Validation of Processes of Operations Provisions 197.5.3 Identification and Traceability 197.5.4 Customer Property 197.5.5 Preservation of Product 197.6 Control or Monitoring and Measuring Devices 20

8. Measurement, Analysis and Improvement 218.1 General 218.2 Monitoring and Measurement 218.2.1 Customer Satisfaction 218.2.2 Internal Audits 228.2.3 Monitoring and Measuring of Processes 228.2.4 Monitoring and Measuring of Product 228.3 Control of Non Conforming Products 228.4 Analysis of Data 238.5 Improvement 238.5.1 Continual Improvement 238.5.2 Corrective Actions 238.5.3 Preventive Actions 24

Document Management Record 25



1. THE COMPANY

BAPP Group Limited are engaged in the purchasing, warehousing, supply and distribution of “Industrial Fasteners, Engineering Supplies and Health & Safety Products” from its premises at Darton Business Park, Dearne Mills, Darton, Barnsley South Yorkshire S75 5QX to other BAPP Group of Companies.

2. SCOPE OF THE OPERATION

The company’s scope of registration is:

Stockholding and Distributor of Mechanical Fasteners in accordance with National Highways Sector Scheme 3.

2.1 EXCLUSIONS

The following details the areas of the BS EN ISO 9001 Quality Management Systems Standard that are not applicable to the current scope of operation. Should they become appropriate in the future then suitable procedures will be developed to cover the requirements.

CLAUSE REF TITLE JUSTIFICATION7.3 Design and

DevelopmentDue to the fact that BAPP Group Limited is only a purchasing, stocking and distribution facility means that there are no design activities undertaken at this location.

7.5.2 Validation of Processes for Production and Service Provision

There are no processes or services which outputs cannot be verified.

7.5.4 Customer Property

BAPP Group Limited only supplies to BAPP Group Branches therefore customer’s property is unlikely to be handled.



3. QUALITY POLICY STATEMENTBAPP GROUP LIMITED QUALITY POLICY STATEMENT

The management and personnel of BAPP Group Limited are committed to provide a high quality service in the area of Quality Management by continuously improving client service, human resource management and company operations.

Total customer satisfaction via an efficient and swift supply of customer requirements for a fair price is the company’s primary objective.

Recognizing, understanding and evaluating customer needs and trying to exceed them is crucial to achieving the primary objective.

Senior Management is committed to:-

Efficient operation and continual improvement of BAPP Group Limited performance and the Quality Management System. To this end quality objectives are set and measured to facilitate effective and efficient review.

Development competence, providing training and supervision of employees.

Providing adequate resources and training needed to continually improve the effectiveness of the Quality Management System.

Develop operate and maintain a Business Management System which incorporates Health, Safety, Environment and Quality Assurance.

Ensuring the Quality Assurance aspects are developed to meet the requirements of ISO standard ISO 9001: 2008 and National Highways Sector Scheme 3 (NHSS 3) as well as all statutory and regulatory requirements applicable to BAPP Group Limited.

BAPP Group Limited is committed to meeting the requirements of the Regulation (EU) No. 305/2011 for Factory Production Control and conformance to the requirements of the product standards: -

14399-1:2005 - “High-strength structural bolting assemblies for preloading”.

15048-1:2007 – “Non-preloaded structural bolting assemblies”.



Bapp group limited is committed in meeting and exceeding these requirements to secure a prosperous future and set a unique standard for others to follow. Senior management will take into consideration the views of interested parties and the effect the companies activities have upon the environment

In fulfilling the above quality policy, senior management recognizes the importance of its suppliers and will work with them to improve the quality of their services

The success of this policy is monitored, controlled and improved through the elements of the business system such as internal audits, management reviews, corrective / preventive actions, training and supervision.

Each employee will be made aware of the importance and contents of this quality policy and be encouraged to contribute to the success of the business management system.

This policy will be reviewed at least 12 months after date of issue.



4. QUALITY MANAGEMENT SYSTEM

4.1 General

The company has implemented a Quality Management System that recognises the need for controlled processes in order to achieve the goals stated within the Quality Policy Statement. This includes the interaction between processes and people, the effectiveness of those processes and the need for adequate control through monitoring and continual improvement as well as the relevance of the processes to the business. It is the responsibility of the Quality Assurance Management Representative to manage the Business Systems. The process sequence and interaction of the quality management system are as follows: -

Coding

= Quality Manual = BAPP Group Limited Document


Resource ManagementInfrastructureTraining

Sales ProcessPurchasing ProcessDistribution ProcessDocument ControlNonconforming ProductCorrective ActionPreventive Action

Contract ReviewPurchasing ProcessDistribution ProcessClient Analysis

Customer AnalysisOperationsNonconforming ProductCorrective ActionPreventive ActionSupplier Analysis

Management ResponsibilityCommitmentQuality PolicyAuthority & CommunicationQuality Objectives

Quality Management System

MeasurementAnalysis of DataImprovement

Client Requirements

Location Operations

Completion

DocumentationPoliciesBusiness ManualProceduresFlowchartsFormsRecordsSupporting DocumentsStandardsDocuments Related to Statutory Requirements i.e.:-Acts & RegulationsApproved Codes of PracticesGuidance Documents

Product RealisationPlanningClient Related ProcessesProduction & Service Provision

Sales ProcessPurchasing ProcessDistribution ProcessClient AnalysisInternal AuditsManagement ReviewNonconforming ProductCorrective ActionPreventive ActionSupplier Analysis

Sales ProcessPurchasing ProcessDistribution Process

Management ReviewClient Analysis

Document ControlRecord Control

= Process


4.2 Documentation

4.2.1 General

The company has established a Quality Policy Statement which includes some of its Quality Objectives. Other objectives are listed in a table of Quality Objectives agreed annually at the Management Review.

The BAPP Group Limited Controlled Document Suite is the basis of its management system for Quality and Business and consists of: -

Policy for Quality Manuals for Quality Procedures Forms

The documented system is supported by IT capability.

4.2.2 Quality Manual

The Quality Management System is documented and presented in the form of this Quality Manual.

The Quality Manual communicates the quality policy, management responsibility, quality system requirements and outlines the procedures required for controlling the purchasing, warehousing, sale and distribution processes of BAPP Group Limited.

4.2.3 Control of Documents

BAPP Group Limited Quality Management Representative is responsible for ensuring the management of documents deemed as "Controlled Documents” either by personally undertaking the task or by delegation.

This is carried out in accordance with BAPP Group Limited Operational Procedure OP 02 - “Document and Data Control”.

4.2.4 Control of Records

Records are maintained to demonstrate that the requirements of legislation, standards, business needs and clients requirements are met and where necessary to monitor effectiveness of specific aspects, systems, procedures and processes.

All records must remain legible, easily identified, stored in a safe environment and readily retrievable.

Location, retention times, filing system and disposal of records will be identified either in individual procedures or listed in BAPP Group Limited, Operational Procedure OP 10 - “Records”.



5. Management Responsibilities

5.1 Management Commitment

Senior Management will annually define the Quality Policy, associated aims, objectives and targets of the BAPP Group Limited.

The aims, objectives and targets will be assigned actionees and listed on the BAPP Group Limited Quality Objectives List for the current year.

At least annually the Senior Management Team carries out a Management Review of the Quality Management Systems. This review looks at previous policies, aims, objectives and targets and sets new ones for the next twelve months.

5.2 Customer Focus

Clients’ needs and requirements are determined through formal and informal communication both before and during specific contracts and sales. This allows client requirements to be fully understood thus allowing BAPP Group Limited every opportunity to meet and where reasonably practical exceed their expectations.

The process of determining Clients’ requirements is detailed in BAPP Group Limited Procedure OP 03 - “Order Processing (Picking, Packing, Dispatch and Rejects)” or other department specific documentation.

5.3 Quality Policy

The Senior Management are responsible for producing the Branch Quality Policy.

The policy is relevant to the size of BAPP Group Limited and its business undertaken. BAPP Group Limited seeks to provide guidance and assurance of the company's intentions towards employees, Clients and others. They also provide improvement opportunities with measurable objectives.

The Quality Policy Statements can be found in Section 3, displayed on notice boards, incorporated into the “BAPP Group Limited “Controlled Document Suite” and available on computer network under Quality Management System/Controlled Documents/ Policies".

The suitability and content of the policy statements are included in the Management Review where the success of the company in achieving its aims and objectives are assessed. All policy statements are made known and available to all employees and interested parties.



5.4 Planning

5.4.1 Quality Objectives

The Management Review meeting will be used as one of the means of ensuring that Quality aims and objectives are established including those needed to meet and exceed customer’s requirements and expectations.

5.4.2 Quality Management System Planning

The planning focuses on defining what processes, documentation, training and resources are needed to meet effectively and efficiently BAPP Group Limited’s policies, aims, objectives, strategy, legislation compliance and intent as well as the clients requirements and expectations and constantly looking at ways of improvement.

The ultimate aim is to provide goods at a fair price, to Clients’ requirements and satisfaction. To help achieve this, BAPP Group Limited uses a combination of: -

Controlled Documents. Competent Employees. Personnel with various skills and knowledge working as a team. Reliable resources and equipment. Support material. Specialist services (where necessary). Designated Warehouse Supplier. Training. Continuous contact with clients and client's representatives. IT equipment and software.

5.5 Responsibility, Authority and Communication

5.5.1 Responsibility and Authority

Specific Organisation Chart, responsibilities and authorisations for BAPP Group Limited are detailed in Operational Procedure OP 01 – “Organisation Chart and Responsibilities”.

5.5.2 Management Representative

The BAPP Group Limited Quality Assurance Manager is the Management Representative for the Quality Management System and as such has the authority and responsibility for ensuring that the requirements of the Quality Management System and other Business Systems are established, implemented and maintained.This includes reporting to the other members of staff on the performance of the Quality Management System and other Business Systems together with any recommendations for improvement and promoting awareness of client requirements.



5.5.3 Internal Communication

Due to the small number of personnel working very closely to one another and supporting each other internal communication is very effective and reduces the need for more formal means of communication.

5.6 Management Review

Annually the Management Team will carry out a Management Review of the Quality Management Systems. The review looks at the previous policies, aims, objectives and targets and sets new ones for the next twelve months.

Management Reviews will be carried out in accordance with BAPP Group Limited Procedure OP 14 - “Management Review”.

6. Resource Management

6.1 Provision of Resources

The main form of resources to ensure project realisation and client satisfaction is human, equipment, materials and warehousing. The requirements to meet planned work, new contracts and sales will be continuously monitored and reviewed. Human resources with the right skills and competence will be employed or trained to ensure conformity with requirements. Equipment that is fit for purpose and reliable will be supplied or hired by BAPP Group Limited. .

Receiving, warehousing and dispatch of BAPP Group Limited purchased products is an integral part of the building and establishment.

To support the main form of resources and Clients’ satisfaction and meet their requirements, the branch will engage specialist advice and help when needed. Look at training needs to achieve the necessary and desired competence, provide advice and guidance information, instruction and supervision, utilise IT Systems, monitor ways of working and constantly look for ways of improvement.

6.2 Human Resources

6.2.1 General

BAPP Group Limited ensures that all personnel performing work are competent. This is based on appropriate skills, education, experience, training, supervision, performance monitoring and reviews.

6.2.2 Competence, Awareness and Training



All personnel employed by BAPP Group Limited will have the appropriate experience or undergo the necessary training to perform their job satisfactorily and safely.

Previous experience, knowledge and experience are considered when assigning specific tasks to personnel.

BAPP Group Limited employee competence awareness and training is monitored and recorded by the BAPP Group Manager and/or BAPP Group Limited Warehouse Manager or designated person.

The records identifies what competence these personnel have achieved, what is required, what would be desirable, what is not required and when refresher training is required.

The specific procedure for achieving competence and authorisation to carry out tasks can be found in Operational Procedure OP 12 - “Training and Competence”. In addition to performance monitoring, supervision and reviews BAPP Group Limited via audits also ensures that personnel involved with product processes are suitably competent.

6.3 Infrastructure

BAPP Group Limited Infrastructure includes office equipment, vehicles, workspace and computer systems and equipment. To ensure reliability, equipment and vehicles are both owned and hired, as business needs dictates.

To aid and improve effectiveness and client satisfaction a more effective and efficient “Order Management” computer systems and software have been procured, developed and installed at BAPP Group Limited office and warehouse.

6.4 Work Environment

The office provides the workspace necessary for the core activities and providing support, advice, guidance and information to enhance clients' satisfaction.

The warehousing of BAPP Group Limited purchased products is carried out within the establishment ensuring effective communication, process monitoring and therefore enhanced achievement in process conformity and branch Quality Policy primary objective of “Total Client satisfaction via a efficient and swift supply of their requirements for a fair price”.



7. Product Realisation

7.1 Planning of Product Realisation (Client Requirements and Satisfaction)

The processes needed for planning of product realisation, meeting client requirements and client’s satisfaction are detailed in this manual or specific process procedures, use of forms and uses of competent personnel in various roles working together.

Product realisation is broken down into 3 processes: -

Sales to Clients. Purchasing. Warehousing including receipt of purchased products, storage and

distribution. .

The processes are defined in: -

Operational Procedure OP 03 - “Ordering Process”. Operational Procedure OP 06 - “Purchasing”. Operational Procedure OP 07 - “Control of Warehouse Activities”. Operational Procedure OP 16 – “Inspection and Measuring of

Supplied Fasteners” Operational Procedure OP 17 – “CE Marking Procedure”

7.2 Customer Related Processes

7.2.1 Determination of Requirements

An essential part of planning of product realisation is understanding the Clients’ requirements. This is achieved through contract reviews, stock movement, followed by continuous communications between BAPP Group Limited, BAPP Group Branches and Clients through meetings, both formal and informal, as well as all other communication methods including, when appropriate, customer surveys.

BAPP Group Limited will ensure that all process activities and equipment used in processes meet statutory and regulatory requirements as well as any other requirements BAPP Group Limited or Clients deem necessary. This will be done through seeking advice, information, instructions, supervision, monitoring and audits.

7.2.2 Review of Requirements

Order requests from the Clients are generated electronically on the BAPP “Profit Plus” computer system at the individual BAPP Group Branches or directly at BAPP Group Limited.



Requests from BAPP Group Branches automatically generate “Picking Lists” on the document printer at BAPP Group Limited removing the need for review of requirements at BAPP Group Limited.

For requests from BAPP Group of Companies other than BAPP Group Branches “Picking Lists” are produced on the premises and passed directly onto the BAPP Group Limited Warehouse personnel designated to undertake the picking.

The “Picking Lists” are collected by the BAPP Group Limited Warehouse Staff as they arrive and the requirements picked ready for delivery for next morning.

To ensure the information used by or available to the Clients is correct the information on the BAPP “Profit Plus” computer system is updated by BAPP Group Limited as new stock is received.

Where differences in Client order requirements occur after initial orders, the BAPP Group Branch concerned or originator of the “Picking List” would raise another order for what is required and arrange for the original ordered goods to be returned or dispatch stopped.

7.2.3 Customer Communications

Once a contract or sale order is underway it will be monitored by the member of staff responsible for the element of the process the order is currently going through to ensure all clients' requirements are met.

All members of staff dealing with Clients are required to establish and maintain by the most appropriate means two-way and continuous communication with them.

This is considered by BAPP Group Limited as essential to ensure that each individual Client is satisfied and where complaints could have occurred or be developing they are quickly known and addressed.

To help the BAPP Group Limited monitor both good and bad communications all members of staff will report details considered significant to the BAPP Group Limited Group Manager and/or BAPP Group Limited Purchasing Manager in order that individual branch satisfaction can be maintained or enhanced.

To help in BAPP Group Limited's objective and/or continuous improvement, the person reporting the communication will decide if the communication is a non-conformance and/or a complaint or not, even if a Client has raised no formal complaint. Any issue of this nature will be given prompt attention to the client's total satisfaction.

Reports of communication details, client satisfaction, actions, both corrective and preventive, non-conformances and BAPP Group of Companies



complaints will be reviewed by the BAPP Group Limited Group Manager and/or BAPP Group Limited Purchasing Manager and if considered appropriate at the Management Review.The methods for dealing with non-conformances, corrective and preventive actions are detailed in: -

Operational Procedure OP 08 - “Control of Non-Conforming Products”.

Operational Procedure OP 13 - “Corrective, Preventive, Continuous Improvement Actions, Customer or Supplier Complaints”.

7.3 Design and Development

Design and development are not activities undertaken by BAPP Group Limited.

7.4 Purchasing

7.4.1 Purchasing Process

It is the purpose of BAPP Group Limited to ensure adequate stock is available to meet the Clients requirements and therefore purchases stock from Approved Suppliers or Manufacturers in order that adequate stock is available at all times.

It is the responsibility of the BAPP Group Limited Group Manager or BAPP Group Limited Purchasing Manager to ensure that specifications are agreed and that they always meet specific standards, statutory and other legislative requirements prior to items being purchased by BAPP Group Limited.

Once required products have been agreed or replacement stock items are identified a “Purchase Order” will be produced by the BAPP Group Limited Purchasing Manager and then passed on to Approved Suppliers for processing.


Operational Procedure OP 03 - “Order Process”. Operational Procedure OP 06 - “Purchasing”. Operational Procedure OP 07 – “Control of Warehouse Activities”

On receipt of purchased items the Warehouse personnel where reasonably practicable will inspect the items delivered to ensure they conform to the specified purchased requirements.

Invoices for payment or purchased items will be processed by the Accounts Department who are also responsible for keeping all records associated with accounts.



Any purchased items, which do not meet agreed specifications will be deemed as non conformances and dealt with as defined in


Operational Procedure OP 13 - “Corrective, Preventive, Continuous Improvement Actions, Customer or Supplier Complaints”.

7.4.2 Purchasing Information

Purchase Orders will give a full description of items ordered or requested. The description will detail any specific specifications necessary to ensure the item or service will not end up as a non-conformance.

Agreements as to BAPP Group Limited requirements are established with Approved Suppliers to ensure only the correct purchased products are supplied, received, stored and dispatched to ensure BAPP Group Limited can meet the Client’s specific requirements on a continuous basis.

Products that are manufactured for BAPP Group Ltd and if assemblies CE Marked to either EN 14399-1 to 10 or EN 15048-1 & 2 will be to BAPP Group Limited Purchasing Specification and subject to BAPP Group Limited Factory Process Control monitoring.

7.4.3 Verification of Purchased Product

Due to nature of processes undertaken the materials necessary for product realisation are delivered direct to the BAPP Group Limited Warehouse and handled by BAPP Group Limited Warehouse personnel.

The BAPP Group Limited Warehouse Department is responsible for ensuring competent personnel are assigned to the task of dealing with BAPP Group Limited purchased products and ensuring they are to the specification ordered.


Operational Procedure OP 07 – “Control of Warehouse Activities”. Operational Procedure OP 16 – “Inspection and Measuring of

Supplied Fasteners” Operational Procedure OP 17 – “CE Marking Procedure”

Any non-conformances will reported immediately to the BAPP Group Limited Commercial Director, BAPP Group Limited Purchasing Manager, BAPP Group Limited QA Manager, BAPP Group Limited Warehouse Manager, BAPP Group Limited QA Supervisor and/or the BAPP Group Limited QA Inspection and Measurements Department Representative/s and appropriate direction can be received and action taken.

The BAPP Group Limited Commercial Director, BAPP Group Limited Purchasing Manager, BAPP Group Limited QA Manager, BAPP Group



Limited Warehouse Manager, BAPP Group Limited QA Supervisor and/or the BAPP Group Limited QA Inspection and Measurements Department Representative/s will decide on what corrective action and preventive action should be taken in accordance with BAPP Group Limited Operational Procedure OP 08 - “Control of Non-Conforming Products”.

Where specified in the contracts of BAPP Group of Companies with Clients, the named Client will be afforded the right to inspect, test and verify that BAPP Group Limited purchased products, facilities and services conform to agreed specifications.

This does not remove the responsibilities of BAPP Group Limited personnel as previously described.

7.5 Operations and Service Provision

7.5.1 Control of Production and Service Provision

BAPP Group Limited looks to supply “Industrial Fasteners, Engineering Supplies and Health & Safety Products” to clients’ specifications or requirements as well as to legislative and/or other standards.

As BAPP Group Limited are only involved in the “Sale and Purchasing” of these products there is no production processes involved in the branch business.

Products that are manufactured for BAPP Group Ltd and if assemblies CE Marked to either EN 14399-1 to 10 or EN 15048-1 & 2 will be to BAPP Group Limited Purchasing Specification and subject to BAPP Group Limited Factory Process Control monitoring.

Products that are CE Marked by BAPP Group Limited will be in accordance with Operational Procedure OP 17 – “CE Marking Testing Procedure”

The processes for meeting contracts, sales and orders in these areas are detailed in process specific BAPP Group Limited documentation which form part of the Company Controlled Document Suite.

These documents are the basis of ensuring the services provided are carried out in an effective and efficient manner to both clients' and BAPP Group Limited’s satisfaction.

BAPP Group Limited organisation is set up in such a manner that ensures suitable and sufficient supervision and monitoring of each process. The level of supervision and monitoring is based on the competence of personnel and the level of risks (whether safety, environmental or commercial) of process being carried out as intended.

All equipment and tools at BAPP Group Limited necessary for product realisation will be fit for purpose and comply with all relevant standards and



regulations and maintained in such a manner to ensure continuity of process undertaken.Equipment will either be owned or hired by BAPP Group Limited as resources and contracts dictate. This equipment will be maintained either in house by hirer or by specialists. This strategy ensures a continuity of adequate resources at all times.

All BAPP Group Limited documentation and processes are subject to periodic audits with subsequent areas for improvement added to the "BAPP Group Limited Action Reports Database" by the BAPP Group Limited Quality Assurance & Health and Safety Advisor/s or the BAPP Group Limited QA Manager.

7.5.2 Validation of Processes for Operations Provisions

As BAPP Group Limited are only involved in the “Sale and Purchasing” of “Industrial Fasteners, Engineering Supplies and Health & Safety Products” the processes can be monitored or measured based on receipt and dispatch of goods therefore there is no additional validation needed.

7.5.3 Identification and Traceability

Purchased items and services are identified by their description and/or codes on the individual purchase orders, supplier delivery notes, invoices, batch records, goods received, goods dispatched, stock level records and “Profit Plus” computer system.

In addition forms or orders generated require signatures at various completion points in the process for the purpose of identification and traceability.

Products that are manufactured for BAPP Group Limited and if assemblies CE Marked to either EN 14399-1 to 10 or EN 15048-1 & 2 will be identifiable as per BAPP Group Limited Purchasing Specification and as per relevant inspection and test records.

7.5.4 Customer Property

BAPP Group Limited are not involved in the handling of Customer’s Property.All unwanted returned goods will be put back into stock and the stock levels on the “Profit Plus” computer system adjusted accordingly.

7.5.5 Preservation of Product

Specific products after receipt may be susceptible to damage or deterioration during handling, packaging, storage and protection. Any such products will be identified by BAPP Group Limited (where possible before ordering) and clear instructions and information given to the BAPP Group Limited Warehouse personnel to ensure such damage or deterioration is avoided.



If any product is subject to damage or deterioration it will be reported to the BAPP Group Limited Group Manager, BAPP Group Limited Commercial Director, BAPP Group Limited Purchasing Manager, BAPP Group Limited QA Manager, BAPP Group Limited Warehouse Manager, and/or BAPP Group Limited QA Inspection and Measurement Department Representative/s immediately. The product should then be taken out of circulation or labelled to prevent subsequent use.

BAPP Group Limited staff will decide on what corrective and preventive action should be taken in accordance with BAPP Group Limited Operational Procedure OP 08 - “Control of Non-Conforming Products”.

7.6 Control of Monitoring and Measuring Devices

BAPP Group Limited uses “Go” and “No Go” Gauges and other measuring devices i.e. Micrometers to verify that items purchased or machined on the premises are subject to calibration.

Due to the manner in which they are used they will undergo inspection and calibration at frequencies determined by the BAPP Group Limited Commercial Director and BAPP Group Limited QA Manager.

Equipment needing “Calibration” will be in accordance with Operational Procedure OP 09 – “Calibration”

Records of inspections and calibration will be retained as detailed in Operational Procedure OP 10 - “Records”.

8. Measurement, Analysis and Improvement

8.1 General

Measurement, analysis and improvement processes used by BAPP Group Limited in its efforts to ensure the business processes are carried out as intended, are effective and to identify areas of improvement ultimately to ensure Clients’ satisfaction are:-

Warehouse visits and inspections. Process supervision and monitoring. Management meetings and reviews. Data recording and analysing. Client and supplier communications. Recording and analysing of significant communications including client

satisfaction. Actions Reports from non-conformances, customer complaints, supplier

issues and identified improvements recorded in the “BAPP Group Linited Action Report Database”.

Actions Reports recorded in the “BAPP Group Limited Action Report Database” are monitored for completion and effectiveness.

Internal audits.



Manufacturer monitoring, site visits and audits.

8.2 Monitoring and Measurement

8.2.1 Customer Satisfaction

Monitoring information relating to Clients perception of whether BAPP Group Limited has met requirements is vital to the continuous improvement process.

The BAPP Group of Companies Chairman, BAPP Group Limited Commercial Director, BAPP Group Limited Group Manager, BAPP Group Limited Purchasing Manager, BAPP Group Limited QA Manager, BAPP Group Limited Warehouse Manager and BAPP Group Limited staff are responsible for being in constant contact with the other BAPP Group of Companies Clients and their representatives as well as BAPP Group Limited Suppliers.

This, along with regular meetings both formal and informal between BAPP Group Limited and other BAPP Group of Companies and their Clients helps BAPP Group Limited establish if they are satisfied and therefore able to ensure continued satisfaction.

Where there is a significant complaint by a Client this will be recorded on the "BAPP Group Limited QA Database/s" by designated personnel.

The BAPP Group Limited Group Manager, BAPP Group Limited Commercial Director, BAPP Group Limited Purchasing Manager, BAPP Group Limited QA Manager, BAPP Group Limited Warehouse Manager, and/or BAPP Group Limited QA Supervisor will decide on the appropriate course of action i.e. investigation and report to ensure the Client is satisfied and the issue that caused the complaint is corrected and appropriate measures taken to prevent reoccurrence.

When deemed necessary “Customer Satisfaction Surveys” will be sent out, returns analysed and any areas of improvement actioned.

8.2.2 Internal Audits

Internal audits are carried out to verify the effectiveness of Business Management Systems and that the systems requirements are being complied with, are effective and conform to standards statutory and other legislative requirements.

Audits are recognised as a management tool and used firstly as a proactive means of checking compliances, communication, identifying areas of improvement and providing recommendations. Secondly, there is always the possibility of non-conformances and observations. This is the reactive aspect and as these are identified they will initiate corrective and if necessary preventive actions.



Internal audits are carried out in accordance with BAPP Group Limited Operational Procedure OP 11 - “Internal Audits”.

8.2.3 Monitoring and Measuring of Processes

Monitoring and measuring of processes takes the same format of supervision, warehouse visits, other BAPP Group of Companies and their Clients, and BAPP Group Limited Supplier communication, employee communication, internal and external audits, data collation and analysing, Management meetings, Management Review and third party reports.

8.2.4 Monitoring and Measurement of Product

Monitoring and Measurements of product is carried out in the same manner as described in Section 8.2.3.

8.3 Control of Non Conforming Products

Non conformances may be found in processes carried out products supplied, application of procedures or manuals and compliance with standards, Approved Codes of Practice, Statutory and other legislative requirements.

These may be identified by individuals during supervision, monitoring or inspection, through communication with Clients or Suppliers (customer or supplier complaints) or via internal or external audits.

The process for dealing with non-conformances and subsequent corrective and preventative actions is detailed in: -


Operational Procedure OP 11 - “Internal Audits”. Operational Procedure OP 13 - “Corrective, Preventive, Continuous

Improvement Actions, Customer or Supplier Complaints”. Operational Procedure OP 16 – “Inspection and Measuring of

Supplied Fasteners” Operational Procedure OP 17 – “CE Marking Testing Procedure”

8.4 Analysis of Data

Data on BAPP Group of Companies and their Clients and BAPP Group Limited Supplier communications, BAPP Group of Companies (Clients) satisfaction, audit findings, corrective and preventive actions, other BAPP Group of Companies complaints, accidents and incidents are recorded and analysed and reported to the BAPP Group Limited Group Manager, BAPP Group Limited Commercial Director, BAPP Group Limited Purchasing Manager, BAPP Group Limited Warehouse Manager, BAPP Group Limited QA Manager, and/or the BAPP Group Limited QA Supervisor.



Information on company business performance is also analysed and reported back to the BAPP Group of Companies Chairman, BAPP Group Limited Group Manager, BAPP Group Limited Commercial Director, and/or the BAPP Group Limited Purchasing Manager.

8.5 Improvement

8.5.1 Continual Improvement

The systems of management and BAPP Group Branches meetings, Management meetings and review, warehouse visits, BAPP Group Branches and supplier visits, supervision and monitoring, employee involvement and communication, internal audits, data collection and analysing, aims, objectives and targets, BAPP Group Limited Action Reports Database, initiatives and system and equipment updating all help to ensure BAPP Group Limited continue to improve for the benefit of BAPP Group Limited as a company, BAPP Group Limited employees, BAPP Group Branches and Clients.

8.5.2 Corrective Actions

Means of dealing with corrective actions has been detailed in BAPP Group Limited Operational Procedure OP 13 - “Corrective, Preventive, Continuous Improvement Actions, Customer or Supplier Complaints”.

Corrective actions will be recorded either in the "BAPP Group Limited Action Reports Database" by the Quality Assurance & Health and Safety Advisor/s or BAPP Group Limited QA Manager or in the “BAPP Group Limited QA Database/s” by designated persons.

8.5.3 Preventive Actions

Means and recording preventive actions is as described in previous Section 8.5.2.



DOCUMENT MANAGEMENT RECORD

DOCUMENT TYPE & NUMBER: QUALITY MANUALDOCUMENT TITLE BAPP Group Limited Quality ManualPREVIOUS REVIEW DATE: 05th May 2016NEXT REVIEW DATE: 04th May 2019

DOCUMENT ISSUE STATUS

Issue Date Notes Originator Approved By

1 June 2007 First Issue Maurice Hartford

Richard Ward

2 July 2007 Various changes as a result of review and audit.

Maurice Hartford

Richard Ward

3 09 June 2009 New Quality Manual to reflect ISO 9001:2008 and change in Quality Management System

Fred Maddick

Richard Ward

4 14 July 2011 Inclusion of references to National Highways Sector Scheme 3

Fred Maddick

Richard Ward

5 02 January 2012

Amendment to Quality Policy Statement section 3 to reference commitment to the Standards associated with CE Marking

Fred Maddick

Richard Ward

6 01 June 2013 Document review and amendments to more accurately reflect the ways of working.

Fred Maddick

Richard Ward

7 18 June 2015 Document review and amendments to detail that BAPP Group Quality Manager Alister Smith was the designated Quality Management Representative and amendments to current working ways.

Fred Maddick & Alister Smith

Richard Ward

8 04 Jan 2016 Minor amendments to personnel titles and minor amendments to correspond with rest of BAPP Group Limited Documents

Alister Smith Richard Ward

9 5th May 2016 Amended Quality Policy replaces previous issue on page 6

Alister Smith Richard Ward
