quality management system manual - amazon s3 · quality management system manual title: reviewed...

Rheem Manufacturing Company

Fort Smith, Arkansas

Original Release: 4/06/09

Revision Date: 10/25/16

UNCONTROLLED D

OCUMENT

Quality Management System Manual Title: Reviewed by: Revision No.: Page:

Quality Management System

Manual Contents

D. Presley 05 1 of 1

Approved by: Effective date: Section:

A. Johnson 10/25/16 0

Applicability:

Rheem Air Conditioning Division

Section Title Revision

0 Quality Management System Manual Contents 5

1 Quality Management System 1

2 Planning 0

3 Management Responsibility 0

4 Organizational Responsibilities 0

5 Management Review 0

6 Documentation Requirements 0

7 Resource Management 0

8 Product Realization 0

9 Customer Related Processes (Contract Review) 1

10 Design and Development 0

11 Purchasing 2

12 Production and Service Provision 0

13 Control of Monitoring and Measuring Equipment 0

14 Measurement, Analysis and Improvement 0

15 Monitoring and Measurement 1

16 Control of Nonconforming Product 0

17 Analysis of Data 0

18 Improvement 0

19 Glossary 0

UNCONTROLL

ED DOCUMENT

UNCONTROLLED D

OCUMENT


Quality Management System D. Graham 01 1 of 3


C. Peel 8/15/12 1

Applicability:00


1.0 PURPOSE

The purpose of this section is to specify Rheem Manufacturing Company’s requirements for a Quality Management

System (QMS) in order to demonstrate its ability to consistently provide product that meets customer and applicable

regulatory requirements, and aims to enhance customer satisfaction.

2.0 REFERENCE DOCUMENTS

2.1 ISO 9001:2008 Clauses 1.0, 4.1 and 5.3

2.2 Quality Management System Manual Section 7, Resource Management

2.3 Quality Management System Manual Section 11, Purchasing

2.4 Quality Management System Manual Section 14, Management, Analysis and Improvement

2.5 Quality Management System Manual Section 15, Monitoring and Measurement

2.6 Quality Management System Manual Section 16, Control of Nonconforming Product

2.7 Quality Management System Manual Section 17, Analysis of Data

2.8 Quality Management System Manual Section 18, Improvement

3.0 DEFINITIONS

3.1 See Section 19, Glossary, for definitions.

4.0 QMSM REQUIREMENTS

4.1 Scope

Top management of Rheem Manufacturing Company has specified the requirements for the Rheem

Manufactruring Company’s QMS which will demonstrate their:

a) ability to consistently provide product that meets customer and applicable regulatory requirements, and

b) aim to enhance customer satisfaction through the effective application of the QMS, including processes for

continual improvement of the system and the assurance of conformity to customer and applicable statutory

and regulatory requirements.

4.2 General

Rheem Manufacturing Company has established, documented and implemented a QMS. Rheem Manufacturing

Company continually improves its effectiveness in accordance with the requirements of the ISO 9001:2008

Standard.

Rheem Manufacturing Company maintains its QMS by:

a) determine the processes needed for its QMS and their application throughout the organization,

b) determining the sequence and interaction of these processes,

c) determining the criteria and methods needed to ensure that both the operation and control of these

processes are effective,

d) ensuring the availability of resources, per Reference 2.2, and information necessary to support the

operation and monitoring of these processes,

e) monitoring, measuring and analyzing these processes, per References 2.4 – 2.8, and

f) implementing actions necessary to achieve planned results and continual improvement of these

processes.

UNCONTROLLED D

OCUMENT




C. Peel 8/15/12 1

Applicability:00


Rheem Manufacturing Company manages the QMS processes in accordance with the requirements of the ISO

9001:2008 Standard.

Rheem Manufacturing Company does not outsource any process affecting product conformity with these

requirements. Should any process be outsourced, Rheem Manufacturing Company shall identify and ensure

control of such processes.

4.3 Quality Policy

This manual is issued to describe the quality system employed by Rheem Manufacturing Company. This

manual and the systems and processes:

a) are appropriate to the purpose of the organization,

b) includes a commitment to comply with requirements and continually improve the effectiveness of the

QMS,

c) provides a framework for establishing and reviewing quality objectives,

d) are communicated and understood within the organization,

e) are reviewed for continuing suitability.

The following is the Quality Policy adopted by Rheem Manufacturing Company:

It is our policy to promote a culture of continual improvement that is committed to exceeding customer

expectations and requirements, by providing products and services of excellent quality.

Our quality policy means that Rheem Manufacturing Company will provide superior products while continually

improving the QMS to enhance customer satisfaction.

4.4 Quality Policy Implementation

The ways in which Rheem Manufacturing Company’s quality policy is implemented include:

a) our commitment to continual improvement,

b) making the quality policy available,

c) providing a framework for establishing and reviewing objectives,

d) review of the QMS by top management,

e) audits of the QMS,

f) the appointment of a quality management representative,

g) the organization, responsibility, authority and interfaces of various functions being defined and

documented,

h) our equipment and facilities being suited for their intended purpose,

i) our employees possessing sound skills in their own areas of responsibility and being offered the

opportunity for the necessary training to ensure that they are capable to achieve quality in the work they

perform.

UNCONTROLLED D

OCUMENT




C. Peel 8/15/12 1

Applicability:00


4.5 Quality Objectives

It is the responsibility of Rheem’s top management to ensure that the quality objectives, including those needed

to meet work related requirements and in support of the organizational objectives, are established at relevant

functions and levels within the organization. These objectives are measurable and consistent with the quality

policy.

The overall quality objectives are as follows:

a) Improve supplier related product and reduce supplier quality cost,

b) Reduce warranty cost,

c) Improve the effectiveness of the Quality Management System

d) Improve manufacturing processes to prevent quality escapes,

e) Provide quick response to customer quality issues

5.0 RESPONSIBILITIES

It is top management’s responsibility to ensure the quality policy is implemented and understood by all employees within

the organization.

6.0 RECORDS

None.

7.0 REVISION HISTORY

Revision Description Effective Date 0 Initial issue of ISO 9001:2008 4/06/09

01 Revised the Quality Policy Statement 8/15/12

UNCONTROLLED D

OCUMENT


Planning D. Graham 0 1 of 2


B. Hanesworth 4/06/09 2

Applicability:


1.0 PURPOSE

This section establishes the planning of Rheem Manufacturing Company’s Quality Management System.


2.1 ISO 9001:2008 Clause 5.4.2

2.2 Quality Management System Manual Section 1, Quality Management System General Requirements

2.3 Quality Management System Manual Section 8, Product Realization

3.0 DEFINITIONS



4.1 Quality Management System Planning

Rheem Manufacturing Company’s top management ensures that:

a) the planning of the Quality Management System is carried out in order to meet the requirements given

per Reference 2.2, as well as the quality objectives, and

b) the integrity of the Quality Management System is maintained when changes to the Quality Management

System are planned and implemented.

4.2 Plan Development

The appropriate Quality Engineer shall develop quality plans to determine the criteria and methods needed to

ensure both the operation and control of these processes are effective for identified processes. These plans shall

be prepared in conjunction with production.

The following will be considered when formulating these control plans.

a) the identification and acquisition of equipment, fixtures, gages, and skills that may be needed to achieve

the required quality.

b) the updating as necessary of quality control, inspection, and testing techniques.

c) the identification of any measurement requirement.

d) the identification of suitable verification at appropriate stages in the process.

e) clarification of subjective standards.

f) identification and preparation of quality records.

All in-process inspections and testing is performed as described in control plans or inspection instructions.


Quality Management System Planning is the responsibility of the Quality Assurance Department.

UNCONTROLLED D

OCUMENT


Planning D. Graham 0 2 of 2



Applicability:


6.0 RECORDS

Records shall be maintained by the Quality Assurance Department.



UNCONTROLLED D

OCUMENT


Management Responsibility D. Graham 0 1 of 2



Applicability:


1.0 PURPOSE

This section establishes top management’s responsibilities with regard to the continual improvement of Rheem

Manufacturing Company’s Quality Management System (QMS).


2.1 ISO 9001:2008 Clauses 5.1, 5.2 and 5.5.3

2.2 Quality Management System Manual Section 1, QMS General Requirements

2.3 Quality Management System Manual Section 2, Planning

2.4 Quality Management System Manual Section 4, Organizational Responsibilities

2.5 Quality Management System Manual Section 5, Management Review


2.7 Quality Management System Manual Section 9, Customer-Related Processes

3.0 DEFINITIONS



4.1 Management Commitment

Top management provides evidence of its commitment to the development and implementation of the QMS,

and to continually improving the effectiveness of the QMS, by:

a) communicating to all Rheem Manufacturing Company employees the importance of meeting customer,

statutory and regulatory requirements,

b) establishing the quality policy, per Reference 2.2, and ensuring that this policy is understood by all Rheem

Manufacturing Company employees,

c) ensuring that the quality objectives, defined per Reference 2.3, are established and reviewed for continuing

suitability and adequacy and, when necessary, the need for change,

d) conducting management reviews, per Reference 2.5, and

e) ensuring the availability of resources, per References 2.4 and 2.6.

4.2 Customer Focus

Top management ensures that customer requirements are determined, per Reference 2.7. These requirements

are met with the aim of enhancing the satisfaction of our customer.

4.3 Internal Communication

Top management ensures that appropriate communication processes are established within the organization.

These processes ensure that communication takes place regarding the effectiveness of the QMS.


It is top management’s responsibility to ensure customer focus and communications throughout the organization.

6.0 RECORDS

None.

UNCONTROLLED D

OCUMENT


Management Responsibility D. Graham 0 2 of 2



Applicability:




UNCONTROLLED D

OCUMENT


Organizational Responsibilities D. Graham 0 1 of 2



Applicability:


1.0 PURPOSE

This section defines the responsibilities and authorities of Rheem Manufacturing Company personnel for implementing

and maintaining the Quality Management System (QMS).


2.1 ISO 9001:2008 Clauses 5.5.1 and 5.5.2

3.0 DEFINITIONS



4.1 Responsibility and Authority

Top management within Rheem Manufacturing Company defines and communicates the responsibilities and

authorities of all employees within the organization. Organizational relationships within the company are

described in the organization charts located in the Division Vice Presidents' Offices and in the Plant Human

Resources Department. These are updated annually to illustrate the relative authority of those people, who

manage, perform, and verify work affecting quality. Specific responsibilities and authorities for each activity

affecting quality are defined in the respective job description.

4.2 Management Representative

Top management has appointed the organization’s Management Representative for each facility who,

irrespective of other responsibilities, has responsibility and authority that includes:

a) ensuring that processes needed for the QMS are established, implemented, and maintained,

b) reporting on the performance of the QMS to the Vice President of Operations, including any need for

improvement, and

c) ensuring the promotion and awareness of customer requirements throughout the Rheem Manufacturing

Company organization.

4.3 Quality Assurance Manager

The Quality Assurance Manager of each facility within the Air Conditioning Division will be the management

representative for the ISO 9000 Quality Management System. The Management Representative is responsible

for ensuring that the quality management system is established and maintained according to the ISO 9001

Standard, and has the following responsibilities:

a) coordinate Quality Assurance requirements with other departments;

b) ensure adequate training is given to Quality Department personnel;

c) establish quality policies and procedures to meet contractual requirements;

d) provide functional counseling and guidance on preparation of inspection and test plans;

e) ensures the appropriate quality representative participates in design review;

f) interpret quality requirements of contracts and notify affected areas of any changes;

g) report on the performance of the quality system to management for review.

UNCONTROLLED D

OCUMENT


Organizational Responsibilities D. Graham 0 2 of 2



Applicability:


The Quality Assurance Manager is responsible for chairing the Quality Management System Review Meeting.

4.4 Plant Manager

The Plant Manager has executive responsibility for quality. He is ultimately responsible for each pertinent

Rheem Facility's quality program.

4.5 Human Resource Manager

The Human Resource Manager shall maintain job descriptions for each individual and training programs for the

facility.

4.6 R&D Product Managers

R&D Product Managers have the responsibility to ensure and maintain product quality design.

4.7 Purchasing

The Purchasing Manager has the responsibility to analyze current, prospective and alternative sources of supply

with regards to reliability, quality capability, and cost performance.

4.8 Plant Engineering

The Plant Engineering Manager has the responsibility to ensure quality through the affective supervision of

Plant Engineering and maintaining efficient mechanical operations of the plant.


As defined above

6.0 RECORDS

6.1 Organization Charts.

6.2 Job Descriptions.



UNCONTROLLED D

OCUMENT


Management Review D. Graham 0 1 of 2



Applicability:


1.0 PURPOSE

This section establishes the requirements for top management’s review of the Quality Management System to ensure its

continuing suitability, adequacy and effectiveness.


2.1 ISO 9001:2008 Clause 5.6


2.3 Quality Management System Manual Section 6, Documentation Requirements


2.5 Quality Management System Manual Section 16, Control of Nonconforming Product


3.0 DEFINITIONS



4.1 Management Review - General

Top management reviews Rheem Manufacturing Company's Quality Management System on an annual basis to

ensure its continuing suitability, adequacy and effectiveness. This review includes assessing opportunities for

improvement and the need for changes to the quality management system, including the quality policy and

quality objectives. Records from these reviews are maintained per Reference 2.3 (see paragraph 6.0 below).

4.2 Review Inputs

Inputs to the management review include information on:

a) results of audits (Reference 2.4)

b) customer feedback (Reference 2.4)

c) process performance and product conformity to requirements (References 2.4 and 2.5)

d) status of corrective and preventive actions (Reference 2.6)

e) follow-up actions from previous management reviews (Reference 2.6)

f) changes that could affect the QMS (Reference 2.2)

g) recommendations for improvement (Reference 2.6)

4.3 Review Output

The outputs from the review include all decisions and actions related to:

a) improvement of the effectiveness of the Quality Management System and its processes

b) improvement of product related to customer requirements, and

c) resource needs

UNCONTROLLED D

OCUMENT


Management Review D. Graham 0 2 of 2



Applicability:



The Management Representative is responsible for chairing the Quality Management System Review Meeting. Top

management is responsible for reviewing the quality management system and to ensure its continuing suitability,

adequacy and effectiveness.

6.0 RECORDS

Records of the Management Review are maintained by the Quality Assurance Manager.



UNCONTROLLED D

OCUMENT


Documentation Requirements R. Werschky 0 1 of 4


D. Graham 4/06/09 6

Applicability:


1.0 PURPOSE

This section establishes the requirements for documentation of the Quality Management System (QMS). The system

provides for the uniform preparation, revision, distribution, retrieval and storage of documents and records.


2.1 ISO 9001:2008 Paragraphs 4.2.1, 4.2.2, 4.2.3 and 4.2.4

2.2 Quality Management System Manual Section 1, Quality Management System


2.4 QMSP 113, Document Control

2.5 QMSP 114, Quality Records

2.6 QMSP 602, Engineering Change Notice

3.0 DEFINITIONS



4.1 Documentation Requirements - General

The Rheem Manufacturing Company QMS documentation includes:

a) documented statements of a quality policy and quality objectives, per Reference 2.2,

b) Quality Management System Manual (QMSM); (see paragraph 4.2 below),

c) documented Quality Management System Procedures (QMSP) referenced within each Section of this

Manual and records where required by the ISO 9001:2008 Standard,

d) documents needed by the Rheem Manufacturing Company organization to ensure the effective planning,

operation and control of its processes, and

e) records required by the ISO 9001:2008 Standard (see paragraph 4.4 below).

4.2 Quality Management System Manual

The Quality Management System Manual provides an overall description of the scope of the Quality

Management System, the general quality policies, quality objectives and documented procedures (referenced by

this manual), and a description of the interaction between the processes of the Quality Management System

(QMS). The Quality Management System Manual is subject to internal and external controlled distribution.

For easy reference, the QMSPs are numbered so that there is a direct relationship between the organizational

functions and their associated procedures.

UNCONTROLLED D

OCUMENT




D. Graham 4/06/09 6

Applicability:


The Quality Management System Manual includes:

a) the scope of the QMS (see paragraph 1 within each Section of this Manual), as it applies to Rheem

Manufacturing Company.

b) inclusion or reference to the documented procedures established for the QMS, and a description of the

interactions between the processes of the QMS (see 4.5)

4.3 Control of Documents

Documents required by the QMS are controlled as per reference 2.4. Records are a special type of document

and are controlled in accordance with reference 2.5 above (see paragraph 4.4 below).

The Quality Management System Procedures Referenced above establish the controls needed:

a) for approval of documents for adequacy prior to issue,

b) for review and update as necessary and re-approval of documents,

c) for ensuring changes and the current revision status of documents are identified,

d) for ensuring that relevant versions of applicable documents are available at points of use,

e) for ensuring that documents remain legible and readily identifiable,

f) for ensuring that documents of external origin determined by the organization to be necessary for the

planning and operation of the Quality Management System are identified and their distribution

controlled, and

g) for preventing the unintended use of obsolete documents, and to apply suitable identification to them if

they are retained for any purpose.

A Master List has been established to identify the current revision of documents in order to control the issuance

and revision status of the documents.

The Engineering Change Notice shall be used to control each revision to existing drawings and specifications,

reference 2.6.

4.4 Control of Records

The QMSP reference 2.5 above has been established and is maintained to provide evidence of conformity to

requirements and of the effective operation of the QMS. Records are maintained legible, readily identifiable

and retrievable. Reference 2.5 defines the controls needed for the identification, storage, protection, retrieval,

retention time and disposition of records.

UNCONTROLLED D

OCUMENT




D. Graham 4/06/09 6

Applicability:


4.5 Documentation Structure

The diagram below outlines the structure of Rheem Manufacturing Company’s QMS:

Quality

Management

System Manual

Quality Management

System

Procedures (QMSP)

Operator Instructions

Inspection Instructions

Records Required By ISO 9001 and/or

Organization

Level 1

Level 2

Level 3

Level 4

Quality Management System

(QMSM)

)

Operations,

Systems &

Processes

The levels of documentation and instructions include:

Level 1 - Quality System Manual - A description of Rheem Manufacturing Company's method of establishing,

implementing, and maintaining a quality QMS that meets the requirements of the ISO 9001:2008 standard.

Level 2 - Quality System Procedures - Procedures which describe overall activities corresponding to the major

sections of this manual.

Level 3 - Operator/Inspection Instructions – Work instructions that detail activities, such as how to operate a

specific machine, how to inspect and assemble, or how to calibrate specific instrument and assembly

instructions.

Level 4 – Records - Forms, tags, labels, stamps, routing cards, etc.


The Manager of each department is responsible for ensuring that issues of appropriate documents in their area

are available for use, pertinent and periodically reviewed for removal of all obsolete issues.

Current Engineering Drawings and Specifications are maintained by R&D.

UNCONTROLLED D

OCUMENT




D. Graham 4/06/09 6

Applicability:


6.0 RECORDS

As per QMSPs referenced above. Records are maintained for the length of time specified by the Corporate Retention

Policy.


Revision Description Effective Date

0 Initial issue of ISO 9001:2008 4/06/09

UNCONTROLLED D

OCUMENT


Resource Management D. Graham 0 1 of 2


R. Lolley 4/06/09 7

Applicability:


1.0 PURPOSE

This section establishes the requirements for management of the resources that are essential to the implementation and

continual improvement of the QMS.


2.1 ISO 9001:2008 Clause 6


2.3 QMSP 300, Human Resources and Training

2.4 QA-0386, Orientation Sheet

3.0 DEFINITIONS



4.1 Provision of Resources - General

Rheem Manufacturing Company identifies resource requirements and provides adequate resources needed to

implement and maintain the QMS, to continually improve its effectiveness and to enhance customer satisfaction

by meeting their requirements. When resource requirements change, management ensures that adequate

resources are allocated.

4.2 Human Resources – General

All employees are verified to be competent in their specific job assignments on the basis of their education,

training, skills, and experience. All employees hired prior to the implementation of this procedure are verified

to be competent in their specific job assignments on the basis of their education, training, skills, and experience.

All employees receive instruction in the QMS applicable to their specific work assignments. Personnel

performing certain specialized activities identified and addressed in the QMS are formally qualified to perform

those designated activities.

4.3 Competence, Training, and Awareness

In order to ensure superior products, continual improvement and customer satisfaction, Rheem Manufacturing

Company:

a) determines the necessary competence for personnel performing work affecting conformity to product

requirements,

b) where applicable, provides training or takes other actions to satisfy these needs,

c) evaluates the effectiveness of the actions taken,

d) ensures that its personnel are aware of the relevance and importance of their activities and how they

contribute to the achievement of the quality objectives, and

e) maintains appropriate records of education, training, skills and experience, per Reference 2.2 (See paragraph

6.0 below).

UNCONTROLLED D

OCUMENT


Resource Management D. Graham 0 2 of 2


R. Lolley 4/06/09 7

Applicability:


The Human Resource Department screens all applications to ensure that all personnel are adequately qualified

on the basis of appropriate skills assessment, education, training and/or experience required.

As a part of the orientation process, all new employees receive the following instruction through Human

Resources:

a) Plant Safety - Preferably before starting work or within five days, each new employee receives instruction

in plant safety procedures.

b) Quality System Overview - Topics covered includes miscellaneous quality procedures and understanding

the Quality Policy.

c) Skills Instruction - To acquire the proficiency to perform tasks at the speed and quality level required.

(QA-0386)

4.4 Infrastructure

Rheem Manufacturing Company provides an adequate work environment and process equipment to design,

fabricate, assemble and distribute heating, ventilation and air conditioning equipment for prospective dealers

and distributors. Rheem Manufacturing Company also assists dealers and distributors with installation and

training services. In support of these activities, Rheem Manufacturing Company determines, provides and

maintains the infrastructure needed to ensure product conformity to the requirements.

4.5 Work Environment

Rheem Manufacturing Company manages to achieve conformity to product requirements, provide a safe work

environment conducive to accomplishing quality objectives.


Top management is responsible for ensuring employee competence, awareness and training, and to establish the

infrastructure and work environment needed to achieve conformity to product requirements.

The Human Resource Department is responsible for documenting the training of employees as requirements are

identified. Job descriptions may be utilized as guidelines for training requirements.

6.0 RECORDS

The Human Resource Department maintains all records pertaining to training.



UNCONTROLLED D

OCUMENT


Product Realization D. Graham 0 1 of 2


A. Schuster 4/06/09 8

Applicability:


1.0 PURPOSE

This section establishes the requirements for planning and developing the processes needed for product realization.

Planning for product realization is consistent with the requirements of all other sections of the Quality Management

System Manual.

Product realization is defined as that overall process that, as shown in Figure 1, begins with product development

planning and ends with product delivery.


2.1 ISO 9001:2008 Clause 7.1

2.2 Quality Management System Manual Section 1, QMS General Requirements





2.7 Quality Management System Manual Section 10, Design and Development

2.8 Quality Management System Manual Section 12, Production and Service Provision

2.9 Quality Management System Manual Section 13, Control of Monitoring and Measuring Equipment


2.11 Product Development Process Manual

2.12 Critical Process Interaction Map for Rheem Manufacturing Company

3.0 DEFINITIONS



4.1 Planning of Product Realization

Rheem Manufacturing Company designs, fabricates, assembles and distributes heating, ventilation and air

conditioning products for commercial and residential use. Those products are distributed through independent

distributors and dealers. Therefore, product realization is a combination of processes as described in Figure 1.

Planning for product realization is consistent with the requirements of the other processes of the QMS defined

in Reference 2.2. In planning product realization, Rheem Manufacturing Company determines the following:

a) quality objectives and requirements for the product, per References 2.3 and 2.6;

b) the need to establish processes, documents, and provide resources specific to the product, per

References 2.2, 2.4 and 2.5;

c) required verification, validation, monitoring, measurement, inspection and test activities specific to the

product and the criteria for product acceptance, per References 2.7, 2.8, 2.9 and 2.10;

d) records needed to provide evidence that the realization processes and resulting product meet the

requirements, per Reference 2.5.

The output of this planning is in a form suitable for Rheem Manufacturing Company's method of operations.

UNCONTROLLED D

OCUMENT


Product Realization D. Graham 0 2 of 2


A. Schuster 4/06/09 8

Applicability:



The Division’s senior (executive) staff is responsible for the overall product realization process. Each department

manager is in turn responsible for the incremental processes within the product realization map (see Figure 1). Finally,

respective Product Development Teams, as assigned by the senior staff and department managers, are responsible for

specific product planning and realization.

6.0 RECORDS

The Project Leader, who heads the Product Development Team and the respective core team members are responsible

for the records needed to provide evidence that the product realization processes and resulting product meet

requirements.



UNCONTROLLED D

OCUMENT

QMSM Sec. 8 Attachment Rev. 00 Figure 1

PRODUCT REALIZATION CRITICAL PROCESS INTERACTION MAP FOR RHEEM MANUFACTURING COMPANY

FINAL

ASSEMBLY

AND TEST

WITHIN

FOCUS

FACTORY

A/C

HEATING

PACKAGE

TOP

MANAGEMENT

MANAGEMENT

REPRESENTATIVE

HUMAN RESOURCES /

TRAINING

QUALITY ASSURANCE

FABRICATION

AND SUB-

ASSEMBLY

RAW MATERIAL

WAREHOUSE

PURCHASING

SUPPLIERS

CUSTOMER Distributor & Dealers

PRODUCTION

CONTROL

SALES / MARKETING

ENGINEERING / DESIGN

/ DEVELOPMENT

FINISHED

GOODS

WAREHOUSE

CUSTOMER SERVICE

PLANT

ENGINEERING


Customer Related Processes

(Contract Review)



L. Shelby 9/02/14 9

Applicability:


1.0 PURPOSE

The purpose of this section is to determine, review and communicate the product requirements for customer related

processes.


2.1 ISO 9001:2008 Clause 7.2


2.3 QMSP 700, Contract Review

3.0 DEFINITIONS



Rheem Manufacturing Company has established procedures detailing the methods for reviewing proposals and

contracts to ensure that Rheem has the capability to meet all customer specified requirements.

4.1 Determination of Requirements Related to the Product

Rheem Manufacturing Company determines (through customer order and verification) the requirements

specified by the customer, including the requirements for delivery and post-delivery activities.

Requirements not stated by the customer but necessary for specified use or intended use, are reviewed and

resolved prior to shipping. Any statutory and regulatory requirements applicable to the product are

identified and considered. Additional requirements considered necessary are acted upon by Rheem

Manufacturing Company.

Contracts are reviewed, as a minimum, for pricing, quantities and ship-dates by the Customer Service

Department before acceptance. Appropriate departments are consulted as necessary during the Contract

Review.

4.2 Review of Requirements Related to the Product

Rheem Manufacturing Company reviews the requirements related to its product. This review is conducted

prior to Rheem Manufacturing Company's commitment to supply the product to the customer (e.g.

submission of tenders, acceptance of contracts or orders, acceptance of changes to contracts or orders) and

ensures that:

a) product requirements are defined,

b) contract or order requirements differing from those previously expressed are resolved, and

c) the organization has the ability to meet the defined requirements.

Records of the results of the review and actions arising from the review are maintained per Reference 2.2

(see paragraph 6.0 below).

Where the customer provides no documented statement of requirement, the customer requirements are

confirmed by Rheem Manufacturing Company before acceptance.

UNCONTROLLED D

OCUMENT

UNCONTROLLED D

OCUMENT


Customer Related Processes

(Contract Review)



L. Shelby 9/02/14 9

Applicability:


Where product requirements are changed, Rheem Manufacturing Company ensures that relevant

documents are amended and that relevant personnel are made aware of the changed requirements. Any

exceptions to the customer specifications shall be agreed upon with the customer prior to accepting an

order or prior to finalizing a contract.

4.3 Customer Communication

Rheem Manufacturing Company determines and implements effective methods (see reference 2.3) of

communication with customers in relation to product information, inquiries, contracts or order handling,

including contract changes, and customer feedback, including customer complaints.


The Customer Service Department has the responsibility for determination and review of the requirements related to

the product as well as customer communications.

6.0 RECORDS

The results of Contract Reviews are documented and stored electronically by the Customer Service and Support

Department in conjunction with the corporate retention policy.



01 4.1 Removed: and Support

5.0 Removed: Sale Department and The National Center Order share

Inserted: Customer Service Department has

9/02/14

UNCONTROLLED D

OCUMENT

UNCONTROLLED D

OCUMENT

UNCONTROLLED D

OCUMENT


Design and Development D. Graham 0 1 of 3


A. Kessler 4/06/09 10

Applicability:


1.0 PURPOSE

This section establishes the requirements for the design and development of product related to heating, ventilation and air

conditioning equipment.


2.1 ISO 9001:2008 Clause 7.3



2.4 Product Development Process Manual

3.0 DEFINITIONS



4.1 Design and Development Planning

Rheem Manufacturing Company plans and controls the design and development of product. During the design

and development planning, Rheem Manufacturing Company determines

a) the design and development stages,

b) the review, verification and validation that are appropriate to each design and development stage, and

c) the responsibilities and authorities for design and development.

d) Rheem Manufacturing Company manages 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.

4.2 Design and Development Inputs

Inputs relating to product requirements are determined and records maintained per References 2.2 and 2.3 (see

paragraph 6.0 below). Inputs include

a) functional and performance requirements,

b) applicable statutory and regulatory requirements,

c) where applicable, information derived from previous similar designs, and

d) other requirements essential for design and development.

The inputs are reviewed for adequacy to ensure that requirements are complete, unambiguous and not in

conflict with each other.

UNCONTROLLED D

OCUMENT




A. Kessler 4/06/09 10

Applicability:


4.3 Design and Development Outputs

The outputs of design and development are in a form suitable for verification against the design and

development input and is approved prior to release. Design and development outputs

a) meet the input requirements for design and development,

b) provide appropriate information for purchasing, production and for service provision,

c) contain or reference product acceptance criteria, and

d) specify the characteristics of the product that are essential for its safe and proper use.

4.4 Design and Development Review

At suitable stages, systematic reviews of design and development are performed in accordance with planned

arrangements, per paragraph 4.1 above,

a) to evaluate the ability of the results of design and development to fulfil requirements, and

b) to identify any problems and propose necessary actions.

Participants in such reviews include representatives of functions concerned with the design and development

stage(s) being reviewed.

Records of the results of the reviews and any necessary actions are maintained per Reference 2.2 (see paragraph

6.0 below).

4.5 Design and Development Verification

Verification is performed in accordance with planned arrangements, per paragraph 4.1 above, to ensure that the

design and development outputs have satisfied the design and development input requirements. Records of the

results of the verification and any necessary actions are maintained per Reference 2.2 (see paragraph 6.0

below).

4.6 Design and Development Validation

Design and development validation is performed in accordance with planned arrangements, per paragraph 4.1

above, to ensure that the resulting product is capable of meeting the requirements for the specified application

or intended use, where known. Wherever practicable, validation is completed prior to the delivery or

implementation of the product. Records of the results of validation and any necessary actions are maintained

per Reference 2.2 (see paragraph 6.0 below).

4.7 Control of Design and Development Changes

Design and development changes are identified and records maintained. The changes are reviewed, verified and

validated, as appropriate, and approved before implementation. The review of design and development changes

include evaluation of the effect of the changes on constituent parts and product already delivered. Records of

the results of the review of changes and any necessary actions are maintained per Reference 2.2 (see paragraph

6.0 below).

UNCONTROLLED D

OCUMENT




A. Kessler 4/06/09 10

Applicability:



R & D has the responsibility for effective planning, design inputs, design outputs and review, verification and validation

and changes associated with design and development of Rheem products.

6.0 RECORDS

Records associated with product design are the responsibility of the R & D department.




Purchasing D. Presley 02 1 of 2


A. Green 10/3/16 11

Applicability:


1.0 PURPOSE

This section establishes the requirements for ensuring that purchased materials and subcontracted services conform to the

specified purchasing requirements.


2.1 Rheem Manufacturing Company Supplier Quality Manual


3.0 DEFINITIONS



4.1 Purchasing Process

Rheem Manufacturing Company ensures that purchased product conforms to specified purchase requirements.

The type and extent of control applied to the supplier and the purchased product is dependent upon the effect of

the purchased product on subsequent product realization or the final product.

Rheem Manufacturing Company evaluates and selects suppliers based on their ability to supply product in

accordance with Rheem Manufacturing Company's requirements. Approved suppliers are identified in the

electronic system (such as Reliance).

Criteria for selection, evaluation and re-evaluation is established. Records of the results of evaluations and any

necessary actions arising from the evaluation are maintained per Reference 2.2 (see paragraph 6.0 below).

Details of these activities are documented in Reference 2.1, section I, listed above.

4.2 Purchasing Information

Purchasing information describes the product to be purchased including, where appropriate,

a) requirements for approval of product, procedures, processes and equipment,

b) requirements for qualification of personnel, and

c) quality management system requirements.

d) description of product or service including drawings, specifications, and test requirements.

e) identification and marking specifications to comply with safety certification agency requirements.

f) requirements for shipping and packaging.

UNCONTROLLED D

OCUMENT


Purchasing D. Presley 02 2 of 2


A. Green 10/3/16 11

Applicability:


Rheem Manufacturing Company ensures the adequacy of specified purchase requirements prior to their

communication to the supplier.

Details of these activities are documented in Reference 2.1, section II, listed above.

4.3 Verification of Purchased Product

Rheem Manufacturing Company establishes and implements the inspection or other activities necessary for

ensuring that purchased product meets specified purchase requirements, including but not limited to Production

Part Approval Process (PPAP), Supplier Assessment and Receiving Inspection activities. Where the

organization or its customer intends to perform verification at the supplier’s premises, Rheem Manufacturing

Company states the intended verification arrangements and method of product release in the purchasing

information.

Details of these activities are documented in Reference 2.1, section I & III, listed above.


Purchasing documents will be reviewed for adequacy of specified requirements by the purchasing department

representative prior to release.

Suppliers of safety-related material shall be approved by the Engineering Department.

Quality Assurance Department is responsible to conduct Receiving Inspections, Supplier Assessments and required

PPAP sample inspections.

6.0 RECORDS

Purchasing records shall be maintained in accordance with Reference 2.2.



01 4.3 Deleted: All incoming raw material and piece parts are assigned a lot or batch

number and logged into the receiving inspection log. All inspected lots that are accepted

are identified. The person performing the inspection stamps or otherwise identifies their

acceptance as detailed in the applicable Quality Management System Procedure

(QMSP).

4/20/09

02 2.0 Revised list of reference documents – deleted all but 2.2… Changed 2.1 to Rheem

Manufacturing Company Supplier Quality Manual

4.1,4.2, 4.3 Added note for Reference 2.1

5.0 Changed to PPAP inspection (from FAI)

10/3/16

UNCONTROLLED D

OCUMENT

UNCONTROLLED D

OCUMENT


Production and Service Provision D. Graham 0 1 of 4



Applicability:


1.0 PURPOSE

This section establishes the requirements for the design, production, and service provisions related to the manufacture of

gas and electric heating and air conditioning equipment for commercial and residential use.


2.1 ISO 9001:2008 Clause 7.5




2.5 Quality Management System Manual Section 13, Control of Monitoring and Measuring Equipment


2.7 QMSP 101, In-Process Inspection

2.8 QMSP 107, First Part Approval

2.9 QMSP 108, First Article Inspection

2.10 QMSP 109, Scrap Procedure

2.11 QMSP 110, Data Acquisition Network

2.12 QMSP 111, Supplier Assessment

2.13 QMSP 112, Finished Goods – Re-Inspection

2.14 QMSP 115, Final Inspection and Testing

2.15 QMSP 116, Receiving Inspection

2.16 QMSP 202, Total Productive Manufacturing

2.17 QMSP 204, Process Control

2.18 QMSP 400, Handling, Storage, Packaging, Preservation and Delivery

2.19 QMSP 401, Product Identification and Traceability

2.20 QMSP 603, In-Process and Final Test

2.21 QMSP 701, Customer Reporting Systems

3.0 DEFINITIONS



4.1 Control of Production and Service Provision

Rheem Manufacturing Company plans and carries out production and service provision under controlled

conditions. Controlled conditions include:

a) the availability of information that describes the characteristics of the product, per Reference 2.4,

b) the availability of work instructions, as necessary, per Reference 2.2,

c) the use of suitable equipment, per Reference 2.3, Equipment approval will be performed per QSP 107.

d) the availability and use of monitoring and measuring devices, per Reference 2.5,

e) the implementation of monitoring and measurement, per Reference 2.6, and

f) the implementation of release, delivery and post-delivery activities, per References 2.4 and 2.6.

Quality Assurance, Manufacturing Engineering, and/or Production communicate work instructions to required

operation. In addition to work instructions, illustrations and samples may also be provided to show

workmanship criteria.

UNCONTROLLED D

OCUMENT





Applicability:


4.2 Validation of Processes for Production and Service Provision

Rheem Manufacturing Company validates any processes for production and service provision where subsequent

monitoring or measurement cannot verify the resulting output. This includes any processes where deficiencies

become apparent only after the product is in use or the service has been delivered. Validation demonstrates the

ability of these processes to achieve planned results. Rheem Manufacturing Company establishes arrangements

for these processes including:

a) defined criteria for review and approval of the processes,

b) approval of equipment and qualification of personnel,

c) use of specific methods and procedures,

d) requirements for records, per Reference 2.2, and

e) revalidation.

Processes are periodically reviewed by the Manufacturing Engineering Department through Maintenance

Records, Statistical Charting, and First Part Inspections.

In-process functional tests are uniquely identified by the individual performing the tests. Test results are

documented in accordance with control plans or inspection instructions.

Final inspection includes verification that appropriate in-process inspections and tests are performed. No

product is to be sent to stock without an acceptance stamp affixed.

Final inspection is performed as described in control plans and/or inspection instructions to ensure that all

customer-specified requirements are satisfied.

Inspection and test results are documented in the form of inspection and test reports. Final inspection and test

results are also recorded.

Any product found to be nonconforming is handled as described in Section 16 of this manual.

4.3 Identification and Traceability

Rheem Manufacturing Company identifies the product by suitable means throughout product realization. This

includes identification of product status with respect to monitoring and measurement requirements throughout

product realization. Rheem Manufacturing Company controls the unique identification of the product and

maintains records, per Reference 2.2 (See paragraph 6.0 below).

The supplier uniquely identifies incoming components corresponding to the required traceability listing.

Additional information is recorded as per QMSP 116 for all incoming materials. Records used to identify lots,

their origins, drawing numbers, specifications, and acceptance criteria are maintained.

When traceability is required on critical components, unique serial numbers are allocated to each part. The

Purchasing Department communicates the serial number requirements to the supplier. When a supplier

maintains a procedure or system for serializing parts or assemblies, that supplier's system may be used to

provide traceability.

Finished products manufactured by Rheem Manufacturing Company are identified by a model number and

serial number permanently marked on the product. Finished products are identified by a date code indicating

UNCONTROLLED D

OCUMENT





Applicability:


the year and week of production. All such serial numbers are recorded as a part of inspection and test

documentation. Where date coding on the product is not feasible, or is omitted by customer request,

documentation is provided with the product in the form of a shipping notice and on the shipping container. A

record of such shipments shall be maintained on the final inspection report.

4.4 Customer Property

Rheem Manufacturing Company shall exercise care with customer property while it is under our control or

being used by Rheem Manufacturing.

Rheem Manufacturing shall identify, verify, protect, and safeguard customer property provided for use or

incorporation into the product.

If any customer property is lost, damaged, or otherwise found to be unsuitable for use, this shall be reported to

the customer and records maintained.

4.5 Preservation of Product

Rheem Manufacturing Company preserves the product during internal processing and delivery to the intended

destination in order to maintain conformity. This preservation includes identification, handling, packaging,

storage and protection of all tangible aspects of our product. Preservation also applies to the constituent parts of

the product.

Handling, storage, packaging, preservation, and delivery is carried out in accordance with QMSP 400 to insure

that incoming parts, in-process sub-assemblies, and finished assemblies are protected from damage. Work

instructions specify proper handling practices. Appropriate methods for authorizing receipt and the dispatch

to/from storage areas is stipulated.

The condition of product is assessed at appropriate intervals.

Packaging and labeling processes are controlled to meet requirements.

Appropriate segregation of product is applied.


Plant Management is responsible for validation of processes for production and service provision, identification and

traceability and preservation of product.

Servicing of the products after installation is the responsibility of the National Service Department.

The Quality Assurance Department is responsible for development of control plans with input from R&D, Engineering,

Manufacturing, and other departments as required.

The Shipping Department is responsible for delivery of products to the customer and for choosing a carrier to ensure that

the Product reaches the customer in good condition.

UNCONTROLLED D

OCUMENT





Applicability:


6.0 RECORDS

Records required per procedure are defined and maintained in accordance with the applicable Quality Management

System Procedure (QMSP).



UNCONTROLLED D

OCUMENT


Control of Monitoring and Measuring

Equipment

R. Werschky 0 1 of 2


D. Graham 4/06/09 13

Applicability:


1.0 PURPOSE

This section establishes requirements for monitoring and measurement to be undertaken by Rheem Manufacturing

Company, and the monitoring and measuring equipment needed to provide evidence of conformity of product to

determined requirements.


2.1 ISO 9001:2008 Clause 7.6



2.4 QMSP 105, Calibration and Control of Inspection, Measuring and Test Equipment

3.0 DEFINITIONS



Rheem Manufacturing Company determines the monitoring and measurement to be undertaken and the monitoring and

measuring equipment needed to provide evidence of conformity of product to determined requirements.

Rheem Manufacturing Company establishes processes to ensure that monitoring and measurement can be carried out and

are carried out in a manner that is consistent with the monitoring and measurement requirements.

To ensure valid results, measuring equipment is

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 used for calibration or

verification is recorded;

b) adjusted or re-adjusted as necessary;

c) have identification in order to determine its calibration status;

d) safeguarded from adjustments that would invalidate the measurement result;

e) protected from damage and deterioration during handling, maintenance and storage.

In addition, Rheem Manufacturing Company assesses and records the validity of the previous measuring results when

the equipment is found not to conform to requirements, and takes appropriate action on the equipment and any product

affected. Records of the results of calibration and verification are maintained in accordance with Reference 2.2 (see

paragraph 6.0 below).

When used in the monitoring and measurement of specified requirements, the ability of computer software to satisfy the

intended application is confirmed prior to initial use and reconfirmed as necessary.


The Quality Assurance Department is responsible for maintaining equipment calibration, per QMSP 105.

It is the responsibility of everyone using the measuring and test equipment to verify that the calibration status is current.

UNCONTROLLED D

OCUMENT


Control of Monitoring and Measuring

Equipment

R. Werschky 0 2 of 2


D. Graham 4/06/09 13

Applicability:


6.0 RECORDS

The results of calibration and verification are recorded on documents maintained in accordance with the requirements

of QMSP 105.



UNCONTROLLED D

OCUMENT


Measurement, Analysis and Improvement R. Werschky 0 1 of 2


D. Graham 4/06/09 14

Applicability:


1.0 PURPOSE

This section establishes the requirements for the measurement, analysis and improvement of the Quality Management

System (QMS) processes.


2.1 ISO 9001:2008 Clause 8.1


2.3 QMSP 106, Quality System Audits


2.5 QMSP 116, Receiving Inspection

2.6 QMSP 117, Process Audits

2.7 QMSP 118, Statistical Techniques

3.0 DEFINITIONS



Rheem Manufacturing Company plans and implements monitoring, measuring, analysis and improvement processes

needed to demonstrate conformity of the product requirements and to ensure conformity to the QMS.

Rheem Manufacturing Company uses Cost of Quality Reports, Scrap Reports, Nonconformance Reports, Final

Inspection, In-Process Inspection, Product Audits, Statistical Analysis, Functional Product Analysis, Deviation Reports,

Material Review Reports, and Monitoring of Production Equipment Maintenance to ensure product conformity to

requirements.

Rheem Manufacturing Company ensures conformity to the QMS through internal and external audits, management

reviews, and analysis of data from Nonconformance Reports and customer feedback.

Rheem Manufacturing Company uses Quality Assurance Reports, the results of internal and external audits,

nonconformances, Corrective and Preventive Action reports and customer feedback to continually improve the

effectiveness of the QMS.

Rheem Manufacturing Company communicates the measurements and analysis for improvement to the affected

responsible party(ies) for appropriate action.


Quality Assurance Department is responsible for monitoring, measuring and analyzing the data to ensure product

conformity to and continual improvement of the QMS. The Quality Assurance Department personnel recommend

action(s) based on the results of the monitoring, measuring and analysis results dependent upon the criticality of the

finding. The determination of applicable methods, including statistical techniques, and the extent of their use is the

responsibility of the Quality Assurance Department.

Management is responsible for follow through of recommended action(s) raised by the Quality Assurance Department.

UNCONTROLLED D

OCUMENT


Measurement, Analysis and Improvement R. Werschky 0 2 of 2


D. Graham 4/06/09 14

Applicability:


6.0 RECORDS

Records are determined and maintained by the Quality Assurance Department.

7.0 REVISION HISTORY:


UNCONTROLLED D

OCUMENT


Monitoring and Measurement R. Werschky 01 1 of 3


D. Graham 02/27/12 15

Applicability:


1.0 PURPOSE

This section establishes the requirements for monitoring and measuring the performance of the Quality Management

System (QMS).


2.1 ISO 9001:2008 Clause 8.2


2.3 Quality Management System Manual Section 8, Product Realization



2.6 QMSP 112, Finished Goods Re-Inspection


2.8 QMSP 117, Quality Assurance Process Audits

2.9 QMSP 118, Statistical Techniques

2.10 QMSP 600, Product Audits

2.11 QMSP 601, Deviation Request Procedures

2.12 QMSP 701, Customer Reporting Systems

3.0 DEFINITIONS



4.1 Customer Satisfaction

As one of the measurements of the performance of the QMS, Rheem Manufacturing Company monitors

information relating to customer perception as to whether the organization has met customer requirements. The

methods for obtaining and using this information include customer feedback, inputs from the Customer

Reporting Information System (CRIS), and evaluation of warranty feedback.

Product and Service Group has the responsibility to monitor and initiate action(s) relative to customer

satisfaction, per QMSP 701.

4.2 Internal Audit

Rheem Manufacturing Company conducts internal audits at planned intervals to determine whether the QMS:

a) conforms to the planned arrangements, per Reference 2.5, to the requirements of the ISO 9001:2008

Standard and to the QMS requirements established within this Manual, and

b) is effectively implemented and maintained.

An audit program is planned, taking into consideration the status and importance of the processes and areas to

be audited, as well as the results of previous audits. The audit criteria, scope, frequency and methods are

defined, per Reference 2.5. Selection of auditors and the conduct of audits ensure objectivity and impartiality of

the audit process. Auditors do not audit their own work. All elements of the QMS are audited a minimum of

once per year.

UNCONTROLLED D

OCUMENT




D. Graham 02/27/12 15

Applicability:


Audits are conducted in accordance with Internal Audit Procedures, as per Reference 2.5, 2.8 & 2.10.

A documented procedure has been established to define the responsibilities and requirement for planning

and conducting audits, establishing records and reporting results, per Reference 2.2 (see paragraph 6.0

below), are defined in Reference 2.5.

The management responsible for the area being audited ensures that any necessary corrections and

corrective action are taken without undue delay to eliminate detected nonconformities and their causes.

Follow-up activities include the verification of the actions taken and the reporting of verification results,

per Reference 2.4.

4.3 Monitoring and Measurement of Processes

Rheem Manufacturing Company applies suitable methods for monitoring and, where applicable,

measurement of the QMS processes. These methods demonstrate the ability of the processes to achieve

planned results. When planned results are not achieved, correction and corrective action is taken, as

appropriate, to ensure conformity of the product.

4.4 Monitoring and Measurement of Product

Rheem Manufacturing Company monitors and measures the characteristics of the product to verify that

product requirements have been met. This is carried out at appropriate stages of the product realization

process in accordance with the planned arrangements, per Reference 2.3, 2.6, 2.7 & 2.9.

Evidence of conformity with the acceptance criteria is maintained, per Reference 2.2 (See paragraph 6.0

below). These records indicate the person(s) authorizing release of product for delivery to the customer.

Product release and service delivery do not proceed until all the planned arrangements have been

satisfactorily completed, per Reference 2.3, unless otherwise approved by a relevant authority, and where

applicable by the customer, per Reference 2.6 & 2.11.


The Quality Assurance Department is responsible for all aspects of internal audits.

The Quality Assurance Department, in conjunction with manufacturing, is responsible for monitoring and

measurement processes, and follow-up action(s).

Management is responsible for action(s) as a result of the internal audits.

The Product and Service Group along with the Customer Service and Support Group is responsible for all aspects of

customer satisfaction.

6.0 RECORDS

The Quality Assurance Department maintains all monitoring and measurement records.

The Product and Service Group along with the Customer Service and Support Group maintains all customer

satisfaction records.

UNCONTROLLED D

OCUMENT




D. Graham 02/27/12 15

Applicability:




01 4.1 Deleted: field service inspection reports 2/27/12

UNCONTROLLED D

OCUMENT


Control of Nonconforming Product D. Graham 0 1 of 2



Applicability:


1.0 PURPOSE

This section establishes the requirements for controlling nonconforming product such that they are controlled to prevent

unintended use or delivery.


2.1 ISO 9001:2008 Paragraph 8.3



2.4 QMSP 101, In Process Inspection

2.5 QMSP 102, Corrective and Preventive Action Report

2.6 QMSP 104, Material Review Process Board

2.7 QMSP 109, Scrap Procedure

2.8 QMSP 112, Finished Goods Re-inspection.

3.0 DEFINITIONS



4.1 Control of Nonconforming Product

Rheem Manufacturing Company ensures that product which does not conform to product requirements is

identified and controlled to prevent its unintended use or delivery. A documented procedure has been

established to define the controls and related responsibilities and authorities for dealing with nonconforming

product in references 2.4 – 2.7.

Rheem Manufacturing Company deals with nonconforming product by one or more of the following ways:

a) by taking action to eliminate the detected nonconformity;

b) by authorizing its use, release or acceptance under concession by a relevant authority and, where

applicable, by internal customers (Note: the control of nonconforming product does not apply to

external customers);

c) by taking action to preclude its original intended use or application.

Records of the nature of nonconformities and any subsequent actions taken, including concessions obtained, are

maintained (see paragraph 6.0 below). When nonconforming product is corrected, it is subject to re-verification

to demonstrate conformity to the requirements. When nonconforming product is detected after delivery or use

has started, Rheem Manufacturing Company takes action appropriate to the effects, or potential effects, of the

nonconformity.

Scrap material is dispositioned per QMSP 109


The Material Review Board is responsible for making disposition for nonconforming product in accordance with QMSP

104.

UNCONTROLLED D

OCUMENT


Control of Nonconforming Product D. Graham 0 2 of 2



Applicability:


6.0 RECORDS

The nature of nonconformities and any subsequent actions taken, including concessions obtained, are documented and

maintained in accordance with QMSP 104 requirements.



UNCONTROLLED D

OCUMENT


Analysis of Data R. Werschky 0 1 of 2


D. Graham 4/06/09 17

Applicability:


1.0 PURPOSE

This section establishes the requirements for the analysis of data regarding the Quality Management System (QMS).


2.1 ISO 9001:2008 Clause 8.4

2.2 Quality Management System Manual Section 9, Customer Related Processes


3.0 DEFINITIONS



Rheem Manufacturing Company determines, collects and analyzes appropriate data to demonstrate the suitability and

effectiveness of the QMS. Data generated as a result of monitoring and measurement or from other relevant sources aids

the fulfillment of the analysis requirements through the trending of the data. The types of data include, but are not

limited to:

a) customer satisfaction metrics,

b) findings from internal and external quality system audits,

c) in-process inspection results,

d) supplier performance metrics,

e) statistical process analysis,

f) results from management reviews, and

g) customer feedback.

Based on the data, Rheem evaluates where continual improvement of the effectiveness of the QMS can be made.

In addition, the analysis of data provides information relating to:

h) conformance to product requirements, per Reference 2.2

i) customer satisfaction,

j) characteristics and trends of processes and products including opportunities for preventive action, and

k) suppliers.


Data collection, analysis and associated action(s) are the responsibility of all functions within Rheem Manufacturing

Company.

6.0 RECORDS

Records of data collection, analysis and action are maintained by the respective department/function.

UNCONTROLLED D

OCUMENT


Analysis of Data R. Werschky 0 2 of 2


D. Graham 4/06/09 17

Applicability:





Improvement R. Werschky 0 1 of 2


D. Graham 4/06/09 18

Applicability:


1.0 PURPOSE

This section establishes the requirements for ensuring continual improvement of the effectiveness of the Quality

Management System (QMS).


2.1 ISO 9001:2008 Paragraph 8.5



2.4 QMSP 102, Corrective and Preventive Action Reports


2.6 QMSP 112, Finished Goods Re-Inspection

2.7 QMSP 701, Customer Reporting System

3.0 DEFINITIONS



4.1 Continual Improvement

Rheem Manufacturing Company continually improves the effectiveness of its QMS through the use of the

quality policy, quality objectives, audit results, analysis of data, corrective and preventive actions, and

management review.

4.2 Corrective Action

Rheem Manufacturing Company takes action to eliminate the cause of nonconformities in order to prevent

recurrence. Corrective actions are appropriate to the effects of the nonconformities encountered. The Corrective

and Preventive Action procedure is a combined Quality Management System Procedure, which makes a clear

distinction between corrective action and preventive action and their inter-relationship. Reference 2.4 defines

requirements for:

a) reviewing nonconformities (including customer complaints),

b) determining the causes of non-conformities,

c) evaluating the need for action to ensure that nonconformities do not recur,

d) determining and implementing action needed,

e) records of the results of action taken, per Reference 2.2 (see paragraph 6.0 below), and

f) reviewing corrective action taken.

Corrective Action Requests may come from one or more of the following:

a) Internal Quality Audits (QMSP 106)

b) Internal Process Audits (QMSP 101 and 112)

c) Customer Requests (QMSP 701)

d) Preventive Opportunities (QMSP 102)

e) Corrective Opportunities (QMSP 102)

f) Third Party System Surveillance Audits

Quality Assurance will follow procedure QMSP-102 when initiating corrective and preventive action reports.

UNCONTROLLED D

OCUMENT


Improvement R. Werschky 0 2 of 2


D. Graham 4/06/09 18

Applicability:


Rheem implements and records any changes to documented procedures resulting from corrective action.

Corrective actions will include:

a) the effective handling of reported nonconformities;

b) proper investigation and recording of root cause;

c) determining resolution for the cause;

d) follow-up measures to insure effectiveness, and

e) determination of preventive action(s).

4.3 Preventive Action

QMSP 102, Corrective and Preventive Action, defines the actions Rheem Manufacturing Company takes to

eliminate the cause(s) of potential nonconformities in order to prevent their occurrence. Preventive actions are

appropriate to the effects of the potential problems. The Corrective and Preventive Action procedure is a

combined Quality Management System Procedure, which makes a clear distinction between corrective action

and preventive action and their inter-relationship. Reference 2.4 defines requirements for:

a) determining potential nonconformities and their causes,

b) evaluating the need for action to prevent occurrence of nonconformities,

c) determining and implementing action needed,

d) recording of results of action taken, per Reference 2.2 (see paragraph 6.0 below), and

e) reviewing preventive action taken.

Rheem implements and records any changes to documented procedures resulting from preventive action(s).


Top management is responsible for ensuring action(s) are taken regarding continual improvement. All employees are

responsible to ensure issues regarding superior products, continual improvement and customer satisfaction are addressed.

The Quality Assurance Department issues all Corrective Action Requests and is responsible for follow-up to ensure that

corrective and preventive action is in place and adjust internal audit frequency as may be required.

6.0 RECORDS

Quality Assurance Department is responsible for the maintenance of all corrective and preventive action records, and

continual improvement records.



UNCONTROLLED D

OCUMENT

UNCONTROLLED D

OCUMENT


Glossary R. Werschky 0 1 of 9

Approved by: Effective date: Document Number:

D. Graham 4/06/09 19

Applicability:


ADS – Instruction Drawing issued by R&D Engineering.

APPROVAL – A critical dimension for a part, sub-assembly, or assembly which has obtained a Cpk level 1.33 or greater and no

discrepancies exist.

ASSEMBLY CONFIRMATION – Predetermined quantity of units that represent the proposed design change and will be

assembled by manufacturing to ensure form, fit, and function parameters prior to pilot run.

ASSEMBLY LINE – The various areas of the plant where raw material, press parts, and sub-assemblies are assembled into

finished goods. Also defined as a valid inventory location for certain components.

AUDIT – Systematic, independent and documented process for obtaining audit evidence and evaluating it objectively to

determine the extent to which audit criteria are fulfilled [ISO 9001:2008 - 3.9.1].

AUDIT CRITERIA – Set of policies, procedures or requirements used as a reference [ISO 9001:2008 - 3.9.3].

AUDIT CONCLUSION – Outcome of an audit provided by the audit team after consideration of the audit objectives and all audit

findings [ISO 9001:2008 - 3.9.6].

AUDIT EVIDENCE - Records, statements of fact or other information which are relevant to the audit criteria and verifiable [ISO

9001:2008 - 3.9.4]

AUDIT FINDING – Results of the evaluation of the collected audit evidence against audit criteria. (NOTE: Audit findings can

indicate either conformity or nonconformity with audit criteria, or opportunities for improvement. [ISO 9001:2008 3.9.5]).

AUDIT PROGRAM –Set of one or more audits planned for a specific time frame and directed towards a specific purpose. NOTE

1 One auditor in the audit team is generally appointed as audit team leader [ISO 9001:2008 - 3.9.2].

AUDIT TEAM – One or more auditors conducting an audit [ISO 9001:2008 - 3.9.10].

AUDITEE – Organization being audited [ISO 9001:2008 - 3.9.8].

AUDITOR – Person with the competence to conduct an audit [ISO 9001:2008 - 3.9.9].

CALIBRATION – Comparing measuring and test equipment with measurement standards of known accuracy, the purpose being

to detect and adjust deviations from the standards.

CALIBRATION CONTROL – A documented system for assuring that inspection, measurement, and test equipment devices and

measurement standards are calibrated, and that this is done at intervals that assure their accuracy.

CALIBRATION INTERVAL – The period of time between calibrations. Intervals can vary for devices depending upon their

stability, purpose, and degree of usage.

CALIBRATION RECALL – A system for indicating in advance for each inspection, measuring and test equipment device and for

each measurement standard the date when it is next due to be calibrated.

CAPABILITY - Ability of an organization, system, or process to realize a product that will fulfill the requirements for that

product [ISO 9001:2008 - 3.1.5]

UNCONTROLLED D

OCUMENT




D. Graham 4/06/09 19

Applicability:


CERTIFICATION – Approval given for the use of newly acquired, reworked, or modified inspection, measuring and test

equipment or processes following an examination that has verified that they are compatible with other devices or processes in the

system and when calibrated according to specifications are accurate and capable of fulfilling intended functions.

CERTIFIED PRINT – A released Engineering Drawing.

CHARACTERISTIC – Distinguishing feature [ISO 9001:2008 - 3.5.1].

COMPETENCE – Demonstrated ability to apply knowledge and skills [ISO 9001:2008 – 3.9.12].

CONCERNS – Opportunities for continuous improvement identified by Audits.

CONCESSION – Permission to use or release a product that does not conform to specified requirements [ISO 9001:2008 -

3.6.11].

CONFORMITY – Fulfillment of a requirement [ISO 9001:2008 - 3.6.1].

CONTINUAL IMPROVEMENT – A recurring activity to increase the ability to fulfil requirements [ISO 9001:2008 - 3.2.13]

CONTROL CHARACTERISITC – Part features which are essential to form, fit, function, safety, reliability, or sub-sequent

processing. These features will be noted as a boated dimension. These dimensions are subject to statistical capability and control

requirements.

CONTROL PLAN – A written description of the system for controlling the ongoing quality of parts. The plan should itemize the

following for each characteristic: the evaluation method, sample size and frequency, analysis method, and corrective action plan.

CORRECTION – Action taken to eliminate a detected nonconformity [ISO 9001:2008 - 3.6.6].

CORRECTIVE ACTION - Action to eliminate the cause of a detected nonconformity or other undesirable situation (NOTE

There is a distinction between correction and corrective action)[ISO 9001:2008 - 3.6.5].

CRITICAL DEFECT – A critical defect is an unsafe product discrepancy which could cause injury to a person during normal

designed use of the product or injury to a competent repairman performing routine maintenance. Such a product discrepancy may

be of the type considered to be reported to the Federal Consumer Product Safety Commission.

CUSTOMER – Organization or person that receives a product (or service) [ISO 9001:2008 - 3.3.5].

CUSTOMER RECORD INFORMATION SYSTEM (CRIS) – Computer software used to track customer issues.

CUSTOMER SATISFACTION – Customer’s perception of the degree to which the customer’s requirements have been fulfilled

[ISO 9001:2008 - 3.1.4].

DEFECT - Non-fulfillment of a requirement related to an intended or specified use (NOTE The distinction between defect and

nonconformity is important as it has legal connotations, particularly those associated with product liability issues; consequently,

the term “defect” should be used with extreme caution)[ISO 9001:2008 - 3.6.3].

DESIGN AND DEVELOPMENT – Set of processes that transforms requirements into specified characteristics or into the

specification of a product, process or system [ISO 9001:2008 - 3.4.4].

UNCONTROLLED D

OCUMENT




D. Graham 4/06/09 19

Applicability:


DEVIATION – Permission in writing from the R&D Engineering Department to deviate from specified requirements for a given

number of units or for a specific period of time.

DEVIATION PERMIT- Permission to depart from the originally specified requirements of a product prior to realization [ISO

9001:2008 - 3.6.12].

DISTRICT TECHNICAL REPRESENTATIVE (DTR) – Product Management and Support personnel who are liaison between

the A/C Division and their customers.

DOCUMENT – Information and its supporting medium [ISO 9001:2008 - 3.7.2].

DROP-OFF – Nonconforming material which cannot be used for it’s intended purpose which can be diverted into some other use.

ENGINEERING CHANGE NOTICE (ECN) – Document utilized by the R&D Department to release drawings, specifications,

bill of materials, and instructions.

END ITEM – Any product that is supplied to the consumer for use.

ENGINEERING SPECIFICATION – All Bill of Materials, Drawings, Specifications, and Instructions issued by R&D.

EFFECTIVENESS - Extent to which planned activities are realized and planned results are achieved [ISO 9001:2008 - 3.2.14]

FIELD TEST – Validation of product design in field application.

FINDINGS – Direct violations of ISO requirements which is detected in an audit. This will be addressed by a Corrective Action

Report.

FIRST ARTICLE INSPECTION (FAI) – The status of a purchased part to ensure conformances to Engineering Specifications.

FIRST PART APPROVAL (FPA) – The status of an assigned part, sub-assembly, or final assembly to ensure conformance to

Engineering Specification.

FOLLOW-UP AUDIT - A special audit performed to verify that corrective action has been implemented as scheduled and that the

action was effective in preventing or minimizing recurrence.

GENERATED SCRAP – Material that is discarded during the normal performance of a production operation on a blank sheet of

steel, copper, or aluminum, such as edge trimming and hole piercing. To be considered as generated scrap, the discards must be a

part of the standard material allowance for making the part.

INCOMING INSPECTION – The inspection of purchased parts to ensure compliance with specifications and contractural

agreements.

INDEPENDENCE - Freedom from bias and external influence; provides for objectivity and impartiality.

INFORMATION - Meaningful data [ISO 9001:2008 - 3.7.1]

INFRASTRUCTURE - System of facilities, equipment and services needed for the operation of an organization [ISO 9001:2008 -

3.3.3]

UNCONTROLLED D

OCUMENT




D. Graham 4/06/09 19

Applicability:


INSPECTION – Conformity evaluation by observation and judgement accompanied, as appropriate, by measurement, testing or

gauging [ISO 9001:2008 - 3.8.2].

INSPECTION, MEASURING, AND TEST EQUIPMENT – All devices used to measure, gauge, test, inspect, or otherwise

examine items to determine compliance with specifications.

INSPECTION RECORD - Document stating results (data) concerning inspection activities.

LEAD AUDITOR - The individual who manages the audit team during an audit.

MAINTENANCE WORTHY ITEM – A piece of equipment or tooling that has been determined to be of significant value or

importance to warrant inclusion into the Preventive Maintenance Program.

MAJOR DEFECT - A major defect is a defect that will result in a product failure or drastically reduce reliability of the product

for its intended purpose under normal use. Major defects will fit one or more of the following definitions:

a) Detracts from appearance to the point where a reasonable customer will return the product.

b) Affects the reliability or function to the point that a service call for adjustment or parts replacement is needed in order to get

satisfactory performance of a newly installed product.

c) Discrepancies in carton marking, rating plates, etc. which would prevent proper identification of product model or product

traceability.

d) Missing parts, extra parts or the unauthorized substitution of parts that would adversely affect performance.

e) The absence of or incorrect literature or wiring diagrams which would result in a faulty installation.

MANAGEMENT SYSTEM – A system to establish policy and objectives and to achieve those objectives [ISO 9001:2008 -

3.2.2].

MEASUREMENT CONTROL SYSTEM – Set of interrelated or interacting elements necessary to achieve metrological

confirmation and continual control of measurement processes [ISO 9001:2008 - 3.10.1].

MEASUREMENT PROCESS – Set of operations to determine the value of a quantity [ISO 9001:2008 - 3.10.2].

MEASUREMENT STANDARD (INTERIM) – A device used as a standard until an authorized standard is established.

MEASUREMENT STANDARD (REFERENCE) – An instrument or device of the highest order of accuracy which is used in a

calibration system as a primary standard of reference, its accuracy traceable to the National Institute of Standards and

Technology.

MEASUREMENT STANDARD (TRANSFER) – An instrument or device in a calibration system used to transfer measurements

from the reference standard to a lower echelon “working” standard or directly to the inspection, measuring or test equipment

being calibrated so as to avoid wear or deterioration of the reference standard.

METROLOGICAL CONFIRMATION – Set of operations required to ensure that measuring equipment conforms to the

requirements for its intended use. (NOTE Generally includes calibration or verification, any necessary adjustment or repair, and

subsequent recalibration, comparison with the metrological requirements for the intended use of the equipment, as well as any

required sealing and labeling) [ISO 9001:2008 - 3.10.3].

MEASURING EQUIPMENT – Measuring instrument, software, measurement standard, reference material or auxiliary apparatus

or combination thereof necessary to realize a measurement process [ISO 9001:2008 - 3.10.4].

UNCONTROLLED D

OCUMENT




D. Graham 4/06/09 19

Applicability:


METROLOGICAL CHARACTERISTIC – Distinguishing feature which can influence the results of measurement [ISO

9001:2008 - 3.10.5].

METROLOGICAL FUNCTION - Function with organizational responsibility for defining and implementing the measurement

control system [ISO 9001:2008 - 3.10.6].

MINOR DEFECT – A minor defect is considered to be deviation from established standard of appearance or product performance

(other than major defects) which could have an adverse effect on product integrity or saleability but not sufficiently serious to

prompt a customer return or service call of an individual product. Minor defects would likely be noticed by an alert customer.

Minor defects must not be permitted to continue and would not be acceptable if present on a majority of the products. All safety

related defects are excluded from this category.

NONCONFORMING MATERIAL – Materials, parts, or components that fail to conform to specified requirements for any

Quality characteristic.

NONCONFORMITY – Non-fulfillment of a requirement [ISO 9001:2008 3.6.2].

OBJECTIVE EVIDENCE – Data supporting the existence or verity of something [ISO 9001:2008 - 3.8.1]

OBSERVATION – A concern or weakness detected in an element in the management system, but is not a nonconformance; a

condition that may become a nonconformance if not addressed; an opportunity for improvement.

OBSOLESCENCE – Surplus production material on which all efforts to find a use have been exhausted. Charged against Raw

Material reserves, accrued against “Raw Material” on P&L Statement.

OPENING MEETING - The introductory meeting between the auditor(s) and the auditee’s representative, at which time the

overview of the planned audit is presented.

ORGANIZATION – Group of people and facilities with an arrangement of responsibilities, authorities and relationships [ISO

9001:2008 - 3.3.1].

ORGANIZATIONAL STRUCTURE – Arrangement of responsibilities, authorities and relationships between people [ISO

9001:2008 - 3.3.2].

PARTS PER MILLION (PPM) – Metric used by Rheem to describe various defect levels.

PILOT RUN – Confirmation of Engineering Specifications and manufacturing processes prior to scheduled production.

PRE-AWARD SURVEY - An activity conducted prior to a contract award and used to evaluate the overall quality capability of a

prospective supplier or contractor.

PREVENTIVE ACTION – Action to eliminate the cause of a potential nonconformity or other undesirable potential situation

(NOTE Preventive action is taken to prevent occurrence, whereas corrective action is taken to prevent recurrence)[ISO

9001:2008 - 3.6.4].

PREVENTIVE MAINTENANCE – Those tasks that must be completed by “skilled” personnel such as Maintenance Personnel or

Toolmakers.

UNCONTROLLED D

OCUMENT




D. Graham 4/06/09 19

Applicability:


PROCEDURE - Specified way to carry out an activity or process [ISO 9001:2008 - 3.4.5].

PROCESS – Set of interrelated or interacting activities which transforms inputs into outputs (NOTE 1 Inputs to a process are

generally outputs from other processes; NOTE 2 Processes in an organization are generally planned and carried out under

controlled conditions to add value; NOTE 3 A process where the conformity of the resulting product cannot be readily or

economically verified is frequently referred to as a “special process”)[ISO 9001:2008 - 3.4.1].

PROCESS CAPABILITY STUDY – A preliminary assessment of the potential capability of a process or tool to produce parts

that meet the requirements.

PROCESS CENTERING CAPABILITY INDEX (Cpk) – A measure of process performance that measures the centering and

variability of a process in relation to specific limits.

PROCESS CHANGE – Any significant change in the processing that might affect the conformance of the part produced.

PROCESS POTENTIAL STUDIES – A preliminary statistical evaluation of estimated process capability to consistently produce

parts that conform to Engineering Specifications.

PRODUCT – Result of a process. (NOTE 1 There are four generic categories of product: 1) Services, 2) Software, 3) Hardware,

4) Processed materials; [ISO 9001:2008 - 3.4.2].

NOTE: For the purposes of its ISO 9001 Certification, {Rheem Air Conditioning}’s product consists of the

heating, ventilation, and air conditioning equipment.

PRODUCTION USAGE – Any part used for normal pilot or production assembly.

PROJECT – Unique process, consisting of a set of coordinated and controlled activities with start and finish dates, undertaken to

achieve an objective conforming to specific requirements, including the constraints of time, cost and resources [ISO 9001:2008 -

3.4.3].

QUALITY – Degree to which a set of inherent characteristics fulfils requirements [ISO 9001:2008 - 3.1.1].

QUALITY ASSURANCE – Part of quality management focused on providing confidence that quality requirements will be

fulfilled [ISO 9001:2008 - 3.2.11].

QUALITY CONTROL – Part of quality management focused on fulfilling quality requirements [ISO 9001:2008 - 3.2.10].

QUALITY IMPROVEMENT – Part of quality management focused on increasing the ability to fulfil quality requirements [ISO

9001:2008 - 3.2.12]

QUALITY IMPROVEMENT COMMITTEE (QIC) – A management team focused on increasing the ability to fulfill quality

requirements.

QUALITY MANAGEMENT SYSTEM (QMS) – A management system to direct and control an organization with regard to

quality [ISO 9001:2008 - 3.2.3].

QUALITY MANAGEMENT SYSTEM MANUAL (QMSM) – The top level of documentation for the Quality Management

System used by Rheem Air Conditioning Division.

UNCONTROLLED D

OCUMENT




D. Graham 4/06/09 19

Applicability:


QUALITY MANAGEMENT SYSTEM PROCEDURES (QMSP) – The second level of documentation for the Quality

Management System used by Rheem Air Conditioning Division.

QUALITY MANUAL - Document specifying the quality management system of an organization [ISO 9001:2008 - 3.7.4].

QUALITY OBJECTIVE - Something sought, or aimed for, related to quality (NOTE 1 Quality objectives are generally based on

the organization’s quality policy; NOTE 2 Quality objectives are generally specified for relevant functions and levels in the

organization)[ISO 9001:2008 - 3.1.1]

QUALITY PLAN - Document specifying which procedures and associated resources shall be applied by whom and when to a

specific project, product, process or contract [ISO 9001:2008 - 3.7.5].

QUALITY PLANNING – Part of quality management focused on setting quality objectives and specifying necessary operational

processes and related resources to fulfil the quality objectives [ISO 9001:2008- 3.2.9].

QUALITY POLICY - The overall intentions and direction of an organization related to quality as formally expressed by top

management [ISO 9001:2008 - 3.2.4]

RACKS – A valid inventory location defining the various areas of the plant where fabricated press parts are located.

RECORD - Document stating results achieved or providing evidence of activities performed [ISO 9001:2008 - 3.7.6].

RELEASE - Permission to proceed to the next stage of a process [ISO 9001:2008 - 3.6.13].

REMOTE FACILITY – Any facility outside of the Division location being Fort Smith.

REQUIREMENT - Need or expectation that is stated, generally implied or obligatory [ISO 9001:2008 - 3.1.2].

RESOURCES - People, time, money, buildings, equipment and support activities, as necessary, that may be applied to a specific

project, product, process and/or contract in order to fulfil requirements.

REVIEW – Activity undertaken to determine the suitability, adequacy and effectiveness of the subject matter to achieve

established objectives [ISO 9001:2008 - 3.8.7].

REVISION – Any authorized change to an existing drawing, specification, inspection instruction, test instruction, and any

approved released Quality Management System Procedures.

REWORKABLE MATERIAL – Nonconforming material that can be economically reworked to an acceptable condition.

ROOT CAUSE - The fundamental deficiency that results in a nonconformance that must be eliminated through corrective action

to prevent recurrence of the same or similar nonconformance.

ROOT CAUSE ANALYSIS - Investigation to determine the fundamental deficiency that resulted in a nonconformity.

SCRAP – Production material that is damaged beyond repair and cannot be diverted into another production part or recovered

from Supplier. Charge to “Spoilage” on P&L Statement.

UNCONTROLLED D

OCUMENT




D. Graham 4/06/09 19

Applicability:


SERVICE – The result of at least one activity necessarily performed at the interface between the supplier and the customer and is

generally intangible. Provision of a service can involve: 1) Activity performed on a customer-supplied tangible product, 2)

Activity performed on a customer-supplied intangible product, 3) Delivery of an intangible product, 4) Creation of ambience for

the customer [ISO 9001:2008 - 3.4.2 NOTE 2].

SPECIFICATION – Document stating requirements [ISO 9001:2008 - 3.7.3].

STATISTICALLY VALID SAMPLE – A sample of product, from a stable process, of such size as to insure confidence that it

accurately reflects inherent variations of the population it was removed from.

STORES – A valid inventory location defining the various areas of the plant where raw material components are located.

SUPPLIER – Organization or person that provides a product [ISO 9001:2008 - 3.3.6].

SUPPLIER CERTIFICATION – A program designed to qualify Suppliers already on an approved status to a higher level of

approval called Certification. This usually encompasses review of the Supplier’s past delivered product history, and Supplier

Self-Assessment Survey.

SUPPLIER SELF-ASSESSMENT SURVEY – A survey conducted to assess whether the Supplier has appropriately controlled

systems which will adequately prevent the manufacture of nonconforming products. A Supplier Self-Assessment is not required

if the candidate Supplier provides a purchase part or parts that do not effect the fit, form, or function of a Rheem finished product.

Appendix C (Supplier Self-Assessment Cover Sheet) is still required to be completed by the candidate Supplier. The candidate

Supplier will be added to the Rheem Approved Supplier List after completion of Appendix C and once the required signatures

and information have been obtained.

SYSTEM - Set of interrelated or interacting elements [ISO 9001:2008 - 3.2.1]

TEST – Determination of one or more characteristics according to a procedure [ISO 9001:2008 - 3.8.3].

TOP MANAGEMENT – Person or group of people who directs and controls an organization at the highest level [ISO 9001:2008

- 3.2.7].

TOTAL MAINTENANCE SYSTEM – Computer software used to track Maintenance issues.

TOTAL PRODUCTIVE MANUFACTURING – A formal program utilized by Production, Maintenance, and Tool and Die

Departments to ensure all tooling and equipment meet or exceed design specification for quality, changeover time, and production

capacity.

TRACEABILITY - Ability to trace the history, application, or location of that which is under consideration [ISO 9001:2008 -

3.5.4].

TRADE BRAND – Products that are marketed under brand names other than Rheem, Ruud, or Weatherking.

UNCLASSIFIED DEFECT – Insignificant defects designated as “Unclassified” are usually caused by workmanship or design.

These types of defects are detected by plant inspection or Engineering personnel but would not normally be noticed by the

customer. The defect would not affect product integrity, saleability, or normal function of the unit.

USE-AS-IS – Material that is found to be nonconforming in a minor way but suitable for its intended purpose and acceptable to

the Engineering requirements.

UNCONTROLLED D

OCUMENT




D. Graham 4/06/09 19

Applicability:


VALIDATION – Confirmation, through the provision of objective evidence, that the requirements for a specific intended use or

application have been fulfilled [ISO 9001:2008 - 3.8.5].

VERIFICATION – Confirmation, through the provision of objective evidence, that specified requirements have been fulfilled

[ISO 9001:2008 - 3.8.4].

WORK ENVIRONMENT - Set of conditions under which work is performed (NOTE Conditions include physical, social,

psychological and environmental factors (temperature, recognition schemes, ergonomics and atmospheric composition))[ISO

9001:2008 - 3.3.4]