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Classification: QUALITY MANUAL Title JP’s Quality Management Systems Manual Document No. JP-QM-QMU-0001 Revision No. 2 Effective Date 1st Mar 2017

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JP’s Quality Management Systems Manual JP-QM-QMU-0001

OF

JURUKUR PERUNDING SERVICES SDN BHD (Company No. 37933-V)

AND

JURUKUR PERUNDING WORLD SERVICE SDN BHD (Company No. 287744-M)

7, Jalan Industri PBP 3 Taman Industri Pusat Bandar Puchong 47100 Puchong, Selangor Darul Ehsan

Malaysia

FOR QUALITY MANAGEMENT SYSTEMS – REQUIREMENTS

ISO 9001:2015

[|; Classification: QUALITY MANUAL

TitIE JP's Quality Management Systems Manual

Document No. JP.QM-QMU-OOOl Revision No. Effective Date 1"t March 2017

Rev. No. Page No. Description of changes Reason of changes

0 ALLOverall review and change of documentformat

Due to change of organisation structure &QMS system improvement to removeredundancv in documents

1 5Remove Annex D4 & D7

Change the term 'branch' to 'project office'

Kedah branch has been removed from theSCODC Of QMS

To update new term used in organisationsructure

2 ALL

Restructure of the content accordinq to ISO9001 :201 5 reouirements

Note: Due to the overall restructuring,changes are not highlighted in bold italics

Transltion of ISO 9001 :2008 to ISO9001 :2015

Revision Hi6tory

Prepared by Verified by QMR Approved by ED / MR

Punithavalli Punithavalli Sunny Lee

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LIST OF ABBREVIATIONS USED ARRD Authority, Responsibilities, Roles and Duties AARB Account Receivable Department (of AHF) AAPB Account Payable Department (of AHF) ACEM Company Employee Manual ADMD General Administration Department (of AHF) AHRD Admin & Human Resource Department (of AHF) AHF Administration, Human Resource and Finance Division ALP Large format aerial photography, processing and reproduction AQMR Assistant Quality Management Representative ASP Small format photography, uncontrolled photomosaics, oblique photography ALT Audit Team Leader BOD Board of Director CAR Corrective Action Requisition CDS Cadastral Division DAO Divisional Archival Officer ENG Engineering Division EPAD Project Administration Department (of ENG) EPDP Property Development Projects Department (of ENG) ECIP Coastal Infrastructure Projects Department (of ENG) EXT External FM Forms GL Guidelines GDS Ground Demarcation Survey GDT Ground Demarcation and Topographical Survey GLP Grid Line and Other Pegging Survey GMM GPS Mobile Mapping GTS Ground Topographical Site / Strip Survey GXS Ground Cross Section Survey HBS Bathymetric Survey HCH Coastal Hydrographic Survey HCM Current Measurement Survey HIR In-shore Riverine Hydrographic Survey HTM Tidal Measurement IGM Digital Georectified Mosaics IHM High Accuracy Orthorectified Satellite Images IM Instruction Manuals IOM Digital Orthophoto Mosaic and Contour Map IOP Digital Orthophoto Mosaic Map ISM Satellite Image Map ISO International Standardisations Organisation JP Jurukur Perunding Group of Companies JPS Jurukur Perunding Services Sdn Bhd JPWS Jurukur Perunding World Service Sdn Bhd LCP Title Certified Plan LFZ Freezing Zone Plan LSP Strata Certified Plan LLA Land Acquisition Plan LM Lab Manager MAP Mapping Division MAPH Aerial Photography Department (of MAP) MDIP Digital Image Processing Department (of MAP) MDPC Data Processing Department (of MAP) MDPS Data Processing for Special Projects Department (of MAP)


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MGPS Global Positioning System & Infrastructure Project Department (of MAP) MMCP Map Compilation Department (of MAP) MIS Management Information System MOM Management and Operational Meeting MR Management Representative MRC Management Review Committee MRM Management Review Meeting MS Malaysian Standard MSOP Stereo Operations Department (of MAP) NC Non-conformance NCR Non-conformance Report OM Office Manual PCB Cadastral Base and Overlay Plan PCP Preliminary Computation Plan PSA Saleable Area Plan PM Procedure Manual PAR Preventive Action Request PAS Preventive Action Status PL Project Leader Prod Production QDCC Quality Document Control Coordinator QMS Quality Management System QM Quality Manual QMR Quality Management Representative (refer MR) QMU Quality Management Unit QP Quality Plans for Product QJ Quality Plans for Project R&D Research and Development Department of JPWS RDP Satellite Data Procurement SHU Safety and Health Unit of JP SLM Digital Line Map by Stereo Restitution Method SM Safety Manual TE Technical Specifications of External Sources TM Test Methods TQM Total Quality Management TS Technical Specifications of Internal Sources VP Vice President WE Work Instructions for Equipment WI Work Instructions for Processes Y-O-Y Year-on-Year


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Table of Content Page 1.0 Introduction 7

2.0 Scope of Quality Management Systems 7

3.0 Reference Documents 7

4.0 Context of the organisation 8

5.0 Leadership 10

6.0 Planning 12

7.0 Support 13

8.0 Operation 17

9.0 Performance evaluation 26

10.0 Improvement 28


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Annexes A Corporate Philosophy, Vision, Mission, Values & Goals B Quality Policy, Objectives and Commitments C Targets to Achieve Documented Quality Objectives D Quality Objectives and Targets Attachments 1 Business Process Map 2 Corporate Organisation Chart 3 Role of Chairman / Managing Director within the Quality Management System 4 Communication Plan Related Documents 1 Job Description and Specification 2 Safety and Health Manual 3 Employee Handbook


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1.0 Introduction

Jurukur Perunding was established in 1974 and incorporated as Jurukur Perunding Services Sendirian Berhad in 1978. The organisation, Jurukur Perunding Services Sdn. Bhd., in association with its project office (in the states of Melaka and Pulau Pinang) and associate company (Jurukur Perunding World Service Sdn. Bhd) of land surveying specialists incorporates a group of business operations which provide surveying, mapping, remote sensing, geographical information systems and geomatic-related services for planning, infrastructure, utilities, environmental, building and construction purposes. The above-mentioned group of companies shall hereinafter referred to as JP. Based at its Head Office in Taman Industri Pusat Bandar Puchong, Malaysia, JP serves both public and private sectors throughout Malaysia and the Asia-Pacific region as it pursues its Corporate Policy (Refer Annex A, Corporate Philosophy, Vision, Mission, Values and Goals).

2.0 Scope of Quality Management Systems

This document specifies management responsibilities and criteria that Jurukur Perunding Group of Companies shall identify and address for compliance with ISO 9001:2015 Quality Management Systems requirements with respect to its scope of services.

2.1 Scope of Services JP offers its customers a wide range of services corresponding to the diverse needs of the market. These services include, but not limited to, the following:- i. Topographical surveys, ii. Engineering and construction-related surveys, iii. Demarcation surveys, iv. Hydrographic surveys, v. Photogrammetric mapping, vi. Remote sensing and imaging services, vii. Final Title surveys, viii. Strata Title surveys, ix. Project consultancies, and x. GIS and other Geomatic Related Services.

2.2 Scope of Certification

1) Provision of Land, Hydrographic Surveying and Aerial Mapping Services; 2) Provision of Geographical Information System (G.I.S), Remote Sensing (R.S.) and Geomatic Services. 3) Provision of Land Survey Services (Topographical, Strata Title and Land Title) - Malacca and Penang project office

3.0 Reference Documents

Definition follows the terms as specified in ISO9000 ‘Quality Management Systems – Fundamentals and Vocabulary’; ISO9004 ‘Quality Management Systems – Guidelines for Performance Improvement’; MS 1074:1987 ‘Malaysian Standard Code of Practice for the Exchange of Digital Feature Coded Mapping Data’; the ‘Constitution Bye-Laws’ of the Institution of Surveyors Malaysia and the ‘FIG Statutes and Internal Rules’ published by the International Federation of Surveyors (FIG).


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4.0 Context of the organisation 4.1 Understanding the organisation and its context

A documented procedure (refer Doc. No. JP-PM-QMU-0006: Risk & Opportunity Review and Monitoring) has been established to define that JP shall determine external and internal issues that are relevant to its purpose and its strategic direction and that affect its ability to achieve the intended result(s) of its quality management system. The above information shall be monitored and reviewed by Management team at suitable planned interval.

4.2 Understanding the needs and expectations of interested parties

A documented procedure (refer Doc. No. JP-PM-QMU-0006: Risk & Opportunity Review and Monitoring) has been established to define that JP shall determine the interested parties that are relevant to the quality management system. The requirements of the above interested parties, which are relevant to the quality management system shall be documented, monitored and reviewed by Management team at suitable planned interval. Considerations are taken based on effect or potential effect by these interested parties, on the organisation’s ability to consistently provide products and services that meet customer and applicable statutory and regulatory requirements.

4.3 Determining the scope of the quality management system

JP has determined the scope of quality management system as stated in Section 2.2. The scope is determined by considering the following:- a) The external and internal issues b) The requirements of relevant interested parties c) The products and services of the organisation JP shall apply all the requirements of ISO 9001:2015 that applicable within the determined scope of quality management system.

4.4 Quality management system and its processes

JP has established, implemented, maintained and continually improved the quality management system and all of its processes according to ISO 9001:2015 requirements. The processes needed and their sequence and interaction are determined and shown in Business Process Map (refer Attachment 1). A documented procedure (refer Doc. No. JP-PM-QMU-0006: Risk & Opportunity Review and Monitoring) has been established to define that JP shall determine the inputs required and outputs expected from key processes in Process Diagram.


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The criteria and methods (including monitoring, measurements and related performance indicators) needed to ensure effective operation and control of these processes are documented in related process procedures, work instructions or quality plans. Performance indicators are stated in Process Diagram or Quality Objectives table. Resources needed are communicated during management meeting. Responsibilities and authorities of processes have been assigned by respective head of divisions through job description and relevant documented information, such as procedures or work instructions. Risks and opportunities of each process are addressed by individual key processes as stated in Risk & Opportunity Study Report and Risk & Opportunity Review List. All key processes determined by the Management team shall be evaluated and improved to achieve their intended results. Changes shall be planned and implemented in order to ensure the achievement. To the extent necessary, the Management team shall maintain documented information to support the operation of its processes and retain documented information to ensure that processes are being carried out as planned.


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5.0 Leadership 5.1 Leadership and commitment

Top management of JP has provided evidence of its leadership and commitment with respect to the quality management system by:- a) Taking accountability for the effectiveness of the quality management system b) Ensuring the quality policy and quality objectives are established, compatible with JP’s context and

strategic direction c) Ensuring the quality management system requirements are integrated into JP’s business

processes d) Promoting the use of process approach and risk-based thinking e) Ensuring that resources needed are available (such as people, infrastructure, equipment, work

environment, knowledge etc.) f) Communicating the importance of effective quality management and of conforming to the quality

management system requirements g) Ensuring that the quality management system achieves its intended results h) Engaging, directing and supporting persons to contribute to the effectiveness of the quality

management system i) Promoting improvement j) Supporting other relevant management roles to demonstrate their leadership within their areas

With respect to customer focus, Top management of JP has demonstrated leadership and commitment by ensuring that:- a) Customer and applicable statutory and regulatory requirements are determined, understood and

consistently met b) The risks and opportunities that can affect conformity of products and services and the ability to

enhance customer satisfaction are determined and addressed c) The focus on enhancing customer satisfaction is maintained

5.2 Policy

Top management of JP has established, implemented and maintained JP’s quality policy (refer Annex B of this document). The quality policy is reviewed periodically to ensure it is meeting the following requirements:- a) Appropriate to the purpose and context of the organisation and supports its strategic direction b) Provide a framework for setting quality objectives c) Includes a commitment to satisfy applicable requirements d) Includes a commitment to continual improvement of the quality management system

JP has maintained the quality policy as documented information, and ensures that it is available to relevant interested parties. The quality policy is communicated, understood and applied within the organisation.


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5.3 Organisational roles, responsibilities and authorities

Top management of JP has established the organisation chart and job descriptions to ensure the responsibilities and authorities for relevant roles are assigned, communicated and understood within the organisation. Roles of Chairman / Executive Director are defined in Attachment 3. Executive Director (also called as Management Representative) is assigned for below responsibility and authority:- a) Ensuring that the quality management system conforms to the requirements of ISO 9001:2015 b) Ensuring that the processes are delivering their intended outputs c) Reporting on the performance of the quality management system and on opportunities for

improvement, in particular to top management d) Ensuring the promotion of customer focus throughout the organisation e) Ensuring that the integrity of the quality management system is maintained when changes to the

quality management system are planned and implemented

JP shall appoint one of more Quality Management Representative (QMR) to assist ED/MR in the implementation of the quality management system. JP shall also appoint one or more secretaries to function as the Quality Document Control Coordinators (QDCC) who shall, irrespective of other responsibilities, assist MR and QMR by:- a) Managing the design, development, implementation and evaluation of the quality management

system b) Determining whether documented quality policy and quality objectives and practices meet the

requirements of the ISO 9001:2015 and suitable for meeting the business needs, properly implemented, and causes of noncompliance are corrected

c) Determining the effectiveness of quality management system d) Liaising with external bodies on quality matters, and e) Identifying and managing programs for improvement in the quality management system


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6 Planning 6.1 Actions to address risks and opportunities

A documented procedure (refer Doc. No. JP-PM-QMU-0006: Risk & Opportunity Review and Monitoring) has been established to define that JP shall consider the issues referred to in section 4.1 and the requirements referred to in section 4.2 and determine the risks and opportunities that need to be addressed to:- a) Give assurance that the quality management system can achieve its intended result(s) b) Enhance desirable effects c) Prevent, or reduce, undesired effects d) Achieve improvement

The action plan to address risks and opportunities shall be planned, integrated and implemented into the quality management system processes. Effectiveness of these actions shall be evaluated.

6.2 Quality objectives and planning to achieve them

JP has established and maintained quality objectives as documented information, at relevant functions, levels and processes needed for the quality management system. The quality objectives are meeting the below requirements:- a) Consistent with the quality policy b) Measurable c) Take into account applicable requirements d) Relevant to conformity of products and services and to enhancement of customer satisfaction e) Be monitored f) Be communicated g) Be updated as appropriate

When planning how to achieve its quality objectives, JP has determined:- a) What will be done b) What resources will be required c) Who will be responsible d) When it will be completed e) How the results will be evaluated

6.3 Planning of changes

When determining the need for changes to the quality management system, the changes shall be carried out in a planned manner. JP shall consider the following, before decision to proceed for changes:- a) The purpose of the changes and their potential consequences b) The integrity of the quality management system c) The availability of resources d) The allocation and reallocation of responsibilities and authorities

Above consideration shall be recorded if necessary, in related meeting minutes, or related Document Revision / Development Requisition form.


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7 Support

7.1 Resources

7.1.1 General

JP shall determine and provide the resources needed for the establishment, implementation, maintenance and continual improvement of the quality management system.

JP shall consider:- a) The capabilities of, and constraints on, existing internal resources b) What needs to be obtained from external providers

7.1.2 People

JP shall determine and provide the persons necessary for the effective implementation of its quality management system and for the operation and control of its processes. Refer to Doc. No.:JP-GL-CSD-0001: Human Resource Development, Management and Administration.

7.1.3 Infrastructure

JP shall determine, provide and maintain the infrastructure necessary for the operation of its processes and to achieve conformity of products and services. Such infrastructure shall include, as applicable, the following:- a) Buildings and associated utilities b) Equipment, including hardware and software c) Transportation resources d) Information and communication technology

Refer Doc. No. JP-GL-QMU-0005: Control of Monitoring and Measuring Equipment, JP-GL-QMU-0014: Asset Management & JP-GL-QMU-0015: IT Management.

7.1.4 Environment for the operation of processes

JP shall determine, provide and maintain the environment necessary for the operation of its processes and to achieve conformity of products and services. Suitable environment can be a combination of human and physical factors, such as:- a) Social (e.g. non-discriminatory, calm, non-confrontational) b) Psychological (e.g. stress-reducing, burnout prevention, emotionally protective) c) Physical (e.g. temperature, heat, humidity, light, airflow, hygiene, noise, vibration, pollution)

JP allows creative work methodologies and opportunities to realize the potential of all people. Consider safety rules and guidance, protective equipment, ergonomics, and etc.


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7.1.5 Monitoring and measuring resources 7.1.5.1 General

JP shall determine and provide the resources needed to ensure valid and reliable results when monitoring and measurement is used to verify the conformity of products and services to requirements. JP shall ensure the resources provided are suitable for the specific type of monitoring and measurement activities being undertaken, and are maintained to ensure their continuing fitness for their purpose. Documented information shall be retained as evidence of fitness for the purpose of the monitoring and measurement resources.

7.1.5.2 Measurement traceability When measurement traceability is a requirement, or is considered by the organisation to be an essential part of providing confidence in the validity of measurement results, measuring equipment shall be:- a) calibrated or verified, or both, at specified intervals, or prior to use, against measurement

standards traceable to international or national measurement standards. Where no such standards exist, the basis use for calibration or verification is to be recorded,

b) identified in order to determine its calibration status, d) safeguarded from adjustments, damage or deterioration that would invalidate the calibration

status and subsequent measurement results In addition, it is the policy of JP to determine if the validity of the previous measuring results has been adversely affected when measuring equipment is found to be unfit for its intended purpose, and shall take appropriate action as necessary.

7.1.6 Organisational knowledge JP shall determine the knowledge necessary for the operation of its processes and to achieve conformity of products and services. Refer to JP-GL-CSD-0002: Competence, Training, Awareness & Knowledge Management The knowledge shall be maintained and be made available to the extent necessary. When addressing changing needs and trends, the organisation shall consider its current knowledge and determine how to acquire or access any necessary additional knowledge and required updates. Organisational knowledge is knowledge specific to JP, which is generally gained by experience. It is information that is used and shared to achieve JP’s objectives. Example of knowledge from internal sources:- Intellectual property; knowledge gained from experience; lessons learned from failures and successful projects; capturing and sharing undocumented knowledge and experience; the results of improvements in processes, products and services Example of knowledge from external sources:- Standards; academia; conferences; gathering knowledge from customers or external providers


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In addition, JP has established an Information Resource Center for the purpose of archiving reference documents and other materials relating to quality. Refer to JP-PM-QMU-0001: Control of Documented Information and JP-GL-QMU-0010: Archival of Digital Data)

7.2 Competence

A documented procedure (refer Doc. No. JP-GL-CSD-0002: Competence, Training, Awareness & Knowledge Management) has been established to define that JP shall:- a) Determine the necessary competence of person(s) doing work determine the necessary

competence of person(s) doing work under its control that affects the performance and effectiveness of the quality management system;

b) Ensure that these persons are competent on the basis of appropriate education, training, or experience;

c) Where applicable, take actions to acquire the necessary competence, and evaluate the effectiveness of the actions taken;

d) Retain appropriate documented information as evidence of competence.

7.3 Awareness

Documented procedures (refer Doc. No. JP-GL-CSD-0001: Human Resource Development Management and Administration and JP-GL-CSD-0002: Competence, Training, Awareness & Knowledge Management) have been established to define that JP shall ensure that persons doing work under JP’s control are aware of:- a) The quality policy b) Relevant quality objectives c) Their contribution to the effectiveness of the quality management system, including the benefits of

improved performance d) The implications of not conforming with the quality management system requirements

The requirement also stated in Internal Communication Plan (for existing staff) and Orientation record (for new staff).

7.4 Communication JP has determined the internal and external communications relevant to the quality management system, including:- a) On what it will communicate b) When to communicate c) With whom to communicate d) How to communicate e) Who communicates

Refer Attachment 4: Communication Plan


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7.5 Documented information

A documented procedure (refer Doc. No. JP-PM-QMU-0001: Control of Documented Information) has been established to define that JP shall ensure appropriate identification and description, format, review and approval for suitability and adequacy, when creating and updating documented information. Documented information required by JP’s QMS and ISO 9001:2015 shall be controlled to ensure:- a) It is available and suitable for use, where and when it is needed b) It is adequately protected (e.g. from loss of confidentiality, improper use, or loss of integrity)

The documented procedure has addressed the following activities, as applicable:- a) Distribution, access, retrieval and use b) Storage and preservation, including preservation of legibility c) Control of changes (e.g. version control) d) Retention and disposition

Documented information of external origin determined by the organisation to be necessary for the planning and operation of the quality management system shall be identified as appropriate and be controlled. Documented information retained as evidence of conformity shall be protected from unintended alterations. The decision regarding the permission to view the documented information only, or the permission and authority to view and change the documented information is made and controlled.


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8 Operation 8.1 Operational planning and control

JP shall plan, implement and control the processes (see section 4.4) needed to meet the requirements for the provision of products and services, and to implement the actions determined in section 6, by: a) determining the requirements for the products and services; b) establishing criteria for:

o the processes; o the acceptance of products and services;

c) determining the resources needed to achieve conformity to the product and service requirements; d) implementing control of the processes in accordance with the criteria; e) determining, maintaining and retaining documented information to the extent necessary:

o to have confidence that the processes have been carried out as planned; o to demonstrate the conformity of products and services to their requirements.

The output of this planning shall be suitable for the organisation's operations. JP shall control planned changes and review the consequences of unintended changes, taking action to mitigate any adverse effects, as necessary. (refer to Doc. No.: JP-GL-QMU-0001: Guidelines for Review of Customer Requirements and JP-GL-QMU-0004: Project Management) JP shall ensure that outsourced processes are controlled (refer Doc. No.: JP-GL-CSD-0004: Outsourcing Subcontract Services). NOTES: i. A document specifying the processes of the quality management system (including the product

realization processes) and the resources to be applied to the specific product, project or contract can be referred to as a quality plan.

ii. The organization may also apply the requirement given in 8.3 to the operational planning and control process.

8.2 Requirements for products and services 8.2.1 Customer communication

Communication with customers include:-

a) providing information relating to products and services; b) handling enquiries, contracts or orders, including changes; c) obtaining customer feedback relating to products and services, including customer complaints; d) handling or controlling customer property; e) establishing specific requirements for contingency actions, when relevant.

Refer to Doc. No.: JP-GL-QMU-0001: Review of Customer Requirements / Attachment 4: Communication Plan.


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8.2.2 Determining the requirements for products and services

When determining the requirements for the products and services to be offered to customers, JP shall ensure that: a) the requirements for the products and services are defined, including:

o any applicable statutory and regulatory requirements; o those considered necessary by the organization;

b) JP can meet the claims for the products and services it offers.


8.2.3 Review of the requirements for products and services

JP shall ensure that it has the ability to meet the requirements for products and services to be offered to customers. JP shall conduct a review before committing to supply products and services to a customer, to include: a) requirements specified by the customer, including the requirements for delivery and post-delivery activities; b) requirements not stated by the customer, but necessary for the specified or intended use, when known; c) requirements specified by JP; d) statutory and regulatory requirements applicable to the products and services; e) contract or order requirements differing from those previously expressed. JP shall ensure that contract or order requirements differing from those previously defined are resolved. The customer's requirements shall be confirmed by JP before acceptance, when the customer does not provide a documented statement of their requirements. NOTE: In some situations, a formal review is impractical for each order. Instead, the review can cover relevant product information, such as catalogues. Documented information shall be retained by JP, as applicable: a) on the results of the review; b) on any new requirements for the products and services.


8.2.4 Changes to requirements for products and services JP shall ensure that relevant documented information is amended, and that relevant persons are made aware of the changed requirements, when the requirements for products and services are changed.



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8.3 Design and development of products and services 8.3.1 General

The divisional Vice Presidents are responsible for research, design and development activities and function of their division (refer Doc. No. JP-GL-QMU-0004: Project Management and JP-GL-QMU-0006: Design and Development of New Products) The divisional VP shall coordinate the overall monitoring and measurement of new product and process development.

8.3.2 Design and development planning

It is the policy of JP to encourage the design and development of new product. During the design and development stage, it is the policy of JP to plan and control the following:- a) the nature, duration and complexity of the design and development activities; b) the required process stages, including applicable design and development reviews; c) the required design and development verification and validation activities; d) the responsibilities and authorities involved in the design and development process; e) the internal and external resource needs for the design and development of products and services; f) the need to control interfaces between persons involved in the design and development process; g) the need for involvement of customers and users in the design and development process; h) the requirements for subsequent provision of products and services; i) the level of control expected for the design and development process by customers and other

relevant interested parties; j) the documented information needed to demonstrate that design and development requirements have

been met. The Research & Development Unit of each division of JP shall manage the interfaces between different groups involved in design and development to ensure effective communication and clear assignment of responsibility. Planning output is updated, as appropriate, as the design and development progresses.

8.3.3 Design and development inputs

Inputs relating to product requirement are to be determined and records maintained. These inputs include :- a) functional and performance requirements, b) information derived from previous similar design and development activities, c) statutory and regulatory requirements, d) standards or codes of practice that JP has committed to implement, e) potential consequences of failure due to the nature of the products and services The inputs are to be reviewed to ensure adequacy for its purposes, complete and unambiguous. Conflicting design and development inputs shall be resolved. Documented information shall be retained on design and development inputs.


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8.3.4 Design and development controls

JP shall apply controls to the design and development process to ensure that: a) the results to be achieved are defined; b) reviews are conducted to evaluate the ability of the results of design and development to meet requirements; c) verification activities are conducted to ensure that the design and development outputs meet the input requirements; d) validation activities are conducted to ensure that the resulting products and services meet the requirements for the specified application or intended use; e) any necessary actions are taken on problems determined during the reviews, or verification and validation activities; f) documented information of these activities is retained. NOTE: Design and development reviews, verification and validation have distinct purposes. They can be conducted separately or in any combination, as is suitable for the products and services of the organization. Participants in such review include representatives of functions concerned with the design and development stages being reviewed. Records of the results of the review and any necessary actions are to be retained.

8.3.5 Design and development outputs

The output of design and development shall be in a form suitable for verification against the design and development input and is to be approved prior to the release. JP shall ensure the design and development outputs:- a) meet the input requirements; b) are adequate for the subsequent processes for the provision of products and services; c) include or reference monitoring and measuring requirements, as appropriate, and acceptance

criteria; d) specify the characteristics of the products and services that are essential for their intended purpose

and their safe and proper provision. Documented information shall be retained on design and development outputs.

8.3.6 Design and development changes

JP shall identify, review and control changes made during, or subsequent to, the design and development of products and services, to the extent necessary to ensure that there is no adverse impact on conformity to requirements. Documented information shall be retained on design and development changes, results of reviews, authorisation of changes and actions taken to prevent adverse impacts.


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8.4 Control of externally provided processes, products and services 8.4.1 General

JP shall ensure that externally provided processes, products and services conform to requirements. Refer Doc. No. JP-GL-CSD-0003: Purchasing of Critical Material and Information or Data and JP-GL-CSD-0004: Outsourcing Subcontract Service. JP shall determine the controls to be applied to externally provided processes, products and services when: a) products and services from external providers are intended for incorporation into the JP's own products and services; (for example, critical data or information) b) products and services are provided directly to the customer(s) by external providers on behalf of the organization;(for example, totally outsourced activities, trading) c) a process, or part of a process, is provided by an external provider as a result of a decision by the organization.(for example, subcontract) JP shall determine and apply criteria for the evaluation, selection, monitoring of performance, and re-evaluation of external providers, based on their ability to provide processes or products and services in accordance with requirements. JP shall retain documented information of these activities and any necessary actions arising from the evaluations.

8.4.2 Type and extent of control

JP shall ensure that externally provided processes, products and services do not adversely affect JP's ability to consistently deliver conforming products and services to its customers. JP shall: a) ensure that externally provided processes remain within the control of its quality management system; b) define both the controls that it intends to apply to an external provider and those it intends to apply to the resulting output; c) take into consideration:

• the potential impact of the externally provided processes, products and services on JP's ability to consistently meet customer and applicable statutory and regulatory requirements;

• the effectiveness of the controls applied by the external provider; d) determine the verification, or other activities, necessary to ensure that the externally provided processes, products and services meet requirements.

Refer Doc. No. JP-GL-CSD-0003: Purchasing of Critical Material and Information or Data and JP-GL-CSD-0004: Outsourcing Subcontract Service.


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8.4.3 Information for external providers

JP shall ensure the adequacy of requirements prior to their communication to the external provider.

JP shall communicate to external providers its requirements for: a) the processes, products and services to be provided; b) the approval of:

o products and services; o methods, processes and equipment; o the release of products and services;

c) competence, including any required qualification of persons; d) the external providers' interactions with JP; e) control and monitoring of the external providers' performance to be applied by JP; f) verification or validation activities that JP, or its customer, intends to perform at the external providers' premises. Refer Doc. No. JP-GL-CSD-0003: Purchasing of Critical Material and Information or Data and JP-GL-CSD-0004: Outsourcing Subcontract Service./ External communication plan

8.5 Production and service Provision 8.5.1 Control of production and service provision

JP shall implement production and service provision under controlled conditions (refer Doc. No JP-GL-QMU-0004: Project Management and Quality Plans for Processes). Controlled conditions shall include, as applicable:- a) the availability of documented information that defines:

o the characteristics of the products to be produced, the services to be provided, or the activities to be performed;

o the results to be achieved; b) the availability and use of suitable monitoring and measuring resources; c) the implementation of monitoring and measurement activities at appropriate stages to verify that criteria for control of processes or outputs, and acceptance criteria for products and services, have been met; d) the use of suitable infrastructure and environment for the operation of processes; e) the appointment of competent persons, including any required qualification; f) the validation, and periodic revalidation, of the ability to achieve planned results of the processes for production and service provision, where the resulting output cannot be verified by subsequent monitoring or measurement; JP shall validate any processes for production and service provision where the resulting output cannot be verified by subsequent monitoring or measurement and, as a consequence, deficiencies become apparent only after the product is in use or the service has been delivered. g) the implementation of actions to prevent human error; h) the implementation of release, delivery and post-delivery activities.


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Validation is demonstrated by the ability of these processes to achieve planned results. JP shall establish arrangements for these processes, as applicable, include:-

o defined criteria for review and approval of the processes, o approval of equipment and qualifications of personnel, o use of specific methods and procedures, o requirements for records, and o revalidation.

8.5.2 Identification and traceability

JP shall use suitable means to identify outputs when it is necessary to ensure the conformity of products and services. JP shall identify the status of outputs with respect to monitoring and measurement requirements throughout production and service provision. JP shall control the unique identification of the outputs when traceability is a requirement, and shall retain the documented information necessary to enable traceability. Refer Doc. No JP-GL-QMU-0009: Product Identification and Traceability

8.5.3 Property belonging to customers or external providers

JP shall exercise care with property belonging to customers or external providers while it is under the organization's control or being used by the organization. JP shall identify, verify, protect and safeguard customers' or external providers' property provided for use or incorporation into the products and services. When the property of a customer or external provider is lost, damaged or otherwise found to be unsuitable for use, the relevant function shall report this to the customer or external provider and retain documented information on what has occurred. NOTE: A customer's or external provider's property can include materials, components, tools and equipment, premises, intellectual property and personal data. Refer Attachment 4: Communication plan.

8.5.4 Preservation

JP shall preserve the outputs during production and service provision, to the extent necessary to ensure conformity to requirements. NOTE: Preservation can include identification, handling, contamination control, packaging, storage, transmission or transportation, and protection. Refer Doc. No JP-GL-QMU-0007: Preservation of Products


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8.5.5 Post-delivery activities

JP shall meet requirements for post-delivery activities associated with the products and services. In determining the extent of post-delivery activities that are required, JP shall consider: a) statutory and regulatory requirements; b) the potential undesired consequences associated with its products and services; c) the nature, use and intended lifetime of its products and services; d) customer requirements; e) customer feedback. NOTE: Post-delivery activities can include actions under warranty provisions, contractual obligations such as maintenance services, and supplementary services such as recycling or final disposal. Refer Doc. No.: JP-GL-QMU-0001: Review of Customer Requirements / JP-GL-QMU-0008: After-Delivery Servicing

8.5.6 Control of changes

JP shall review and control changes for production or service provision, to the extent necessary to ensure continuing conformity with requirements. JP shall retain documented information describing the results of the review of changes, the person(s) authorizing the change, and any necessary actions arising from the review. Refer Doc. No.: JP-GL-QMU-0001: Review of Customer Requirements / JP-GL-QMU-0004: Project Management

8.6 Release of products and services

JP shall implement planned arrangements, at appropriate stages, to verify that the product and service requirements have been met. (Refer Quality Plan for Project & Product). The release of products and services to the customer shall not proceed until the planned arrangements have been satisfactorily completed, unless otherwise approved by a relevant authority and, as applicable, by the customer. JP shall retain documented information on the release of products and services. The documented information shall include: a) evidence of conformity with the acceptance criteria; b) traceability to the person(s) authorizing the release. The person(s) authorised to release product for delivery to the customer shall be the divisional Vice Presidents, licensed Land Surveyor or the Executive Director.


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8.7 Control of nonconforming outputs

JP shall ensure that outputs that do not conform to their requirements are identified and controlled to prevent their unintended use or delivery. JP shall take appropriate action based on the nature of the nonconformity and its effect on the conformity of products and services. This shall also apply to nonconforming products and services detected after delivery of products, during or after the provision of services. JP shall deal with nonconforming outputs according to documented procedure, e.g. Doc. No: JP-PM-QMU-0004: Control of Nonconforming Outputs. Authorization shall be obtained for acceptance under concession. Conformity to the requirements shall be verified when nonconforming outputs are corrected. Documented information that describes the nonconformity, actions, concessions and identifies the authority deciding those actions, shall be retained.


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9 Performance Evaluation 9.1 Monitoring, measurement, analysis and evaluation 9.1.1 General

JP shall determine: a) what needs to be monitored and measured; b) the methods for monitoring, measurement, analysis and evaluation needed to ensure valid results; c) when the monitoring and measuring shall be performed; d) when the results from monitoring and measurement shall be analysed and evaluated. JP shall evaluate the performance and the effectiveness of the quality management system. JP shall retain appropriate documented information as evidence of the results. Refer Doc. No.: JP-GL-QMU-0012: Analysis, Evaluation & Improvement

9.1.2 Customer satisfaction JP shall monitor customers' perceptions of the degree to which their needs and expectations have been fulfilled. The methods for obtaining and using this information are determined in JP-GL-QMU-0008: After-Delivery Servicing. In addition, monitoring customer perceptions can be carried out through other methods such as reviewing customer feedback on delivered products and services, meetings with customers, market-share analysis, compliments etc.

9.1.3 Analysis and evaluation JP shall analyse and evaluate appropriate data and information arising from monitoring and measurement. Refer Doc. No.: JP-GL-QMU-0012: Analysis, Evaluation & Improvement The results of analysis shall be used to evaluate: a) conformity of products and services; b) the degree of customer satisfaction; c) the performance and effectiveness of the quality management system; d) if planning has been implemented effectively; e) the effectiveness of actions taken to address risks and opportunities; f) the performance of external providers; g) the need for improvements to the quality management system. NOTE Methods to analyse data can include statistical techniques.


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9.2 Internal audit JP shall conduct internal audits at planned intervals (refer Doc. No: JP-PM-QMU-0003: Internal Audits) to provide information on whether the quality management system: a) conforms to:

o the organization's own requirements for its quality management system; o the requirements of this International Standard;

b) is effectively implemented and maintained. JP shall: a) plan, establish, implement and maintain an audit programme(s) including the frequency, methods,

responsibilities, planning requirements and reporting, which shall take into consideration the importance of the processes concerned, changes affecting the organization, and the results of previous audits;

b) define the audit criteria and scope for each audit; c) select auditors and conduct audits to ensure objectivity and the impartiality of the audit process; d) ensure that the results of the audits are reported to relevant management; e) take appropriate correction and corrective actions without undue delay; f) retain documented information as evidence of the implementation of the audit programme and the audit results. 9.3 Management review Top management shall review the organization's quality management system, at planned intervals, to ensure its continuing suitability, adequacy, effectiveness and alignment with the strategic direction of the organization. Refer to Doc. No.: JP-GL-QMU-0002: Management reviews The management review shall be planned and carried out taking into consideration: a) the status of actions from previous management reviews; b) changes in external and internal issues that are relevant to the quality management system; c) information on the performance and effectiveness of the quality management system, including trends in:

1) customer satisfaction and feedback from relevant interested parties; 2) the extent to which quality objectives have been met; 3) process performance and conformity of products and services; 4) nonconformities and corrective actions; 5) monitoring and measurement results; 6) audit results; 7) the performance of external providers;

d) the adequacy of resources; e) the effectiveness of actions taken to address risks and opportunities (see 6.1); f) opportunities for improvement. The outputs of the management review shall include decisions and actions related to: a) opportunities for improvement; b) any need for changes to the quality management system; c) resource needs. JP shall retain documented information as evidence of the results of management reviews.


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10 Improvement 10.1 General

JP shall determine and select opportunities for improvement and implement any necessary actions to meet customer requirements and enhance customer satisfaction. These shall include: a) improving products and services to meet requirements as well as to address future needs and expectations; b) correcting, preventing or reducing undesired effects c) improving the performance and effectiveness of the quality management system. NOTE: Examples of improvement can include correction, corrective action, continual improvement, breakthrough change, innovation and re-organization. Refer Doc. No.: JP-GL-QMU-0012: Analysis, Evaluation & Improvement

10.2 Nonconformity & corrective action When a nonconformity occurs, including any arising from complaints, JP shall: a) react to the nonconformity and, as applicable:

1) take action to control and correct it; 2) deal with the consequences;

b) evaluate the need for action to eliminate the cause(s) of the nonconformity, in order that it does not recur or occur elsewhere, by:

1) reviewing and analysing the nonconformity; 2) determining the causes of the nonconformity; 3) determining if similar nonconformities exist, or could potentially occur;

c) implement any action needed; d) review the effectiveness of any corrective action taken; e) update risks and opportunities determined during planning, if necessary; f) make changes to the quality management system, if necessary. Corrective actions shall be appropriate to the effects of the nonconformities encountered. JP shall retain documented information as evidence of: a) the nature of the nonconformities and any subsequent actions taken; b) the results of any corrective action. Refer Doc. No.: JP-PM-QMU-0005: Corrective action

10.3 Continual improvement JP shall continually improve the suitability, adequacy and effectiveness of the quality management system. JP shall consider the results of analysis and evaluation, and the outputs from management review, to determine if there are needs or opportunities that shall be addressed as part of continual improvement. Refer to Doc. No.: JP-GL-QMU-0002: Management reviews and Doc. No.: JP-GL-QMU-0012: Analysis, Evaluation & Improvement.