Quality Manual_Web_Neat

The complaint nature including the corrective action taken shall be
discussed during management review meeting. Actions taken to rectify
the defect shall be discussed during the weekly progress meeting as
preventive action for future projects.

g. RECORDS
All site records shall be maintained by the Project Engineer for the duration of the
contract plus a minimum period of three years or as stipulated by the contract itself
which ever is the longer.

h. FILING
The master copy of this procedure is filed by Management Representative, together
with other procedures, under the number QAP 92.

i. ATTACHMENT
None



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Quality Assurance


Procedure



TITLE : Equipment Maintenance


REF No. : QAP 93













Copy No. Approved By:



AMENDMENTS



Issue No Subject of the Amendment Revised by & Authorized by Date
Signature Signature


































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Contents














































EQUIPMENT MAINTENANCE


a. Purpose


b. Scope of Application


c. Definitions


d. Cross References

e. Responsibility for Application


f. Process


g. Records


h. Filing

i. Attachment


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Equipment Maintenance


a. PURPOSE

The purpose of this procedure is to ensure that company owned construction equipment
is maintained in a satisfactory condition so as to enable it to function as required when
required and facilitate continued production.

b. SCOPE OF APPLICATION

Unless otherwise stated, this procedure applies to all equipment owned by the company
that affects quality or production.

c. DEFINITIONS
None

d. CROSS REFERENCE
 Quality Manual (Clause d.9)

e. RESPONSIBILITY FOR APPLICATION
Workshop in charge is responsible for the application of this procedure.

f. PROCESS
f.1 Preventive Maintenance

f.1.1 Workshop in Charge prepares a preventive maintenance programme
covering all machines, plants, equipment used for construction purposes.
f.1.2 Preventive maintenance activities will be performed by experienced
Mechanics or by external workshops (sub-contractor).
f.1.3 The maintenance will be performed as per the programme. A Maximum
one week will be allowed to depart from the programme depending on
availability of the machine and release from relevant site.
f.1.4 All operatives are required to carry out daily visual checks on equipment.
For Mechanical items this should include fluid levels and greases and any
“topping-up” undertaken where required. Where problems or potential
problems are identified on site this should be brought to the attention of
the Project Engineer / Workshop In Charge for action.
f.1.5 The maintenance In Charge will arrange to perform the maintenance and
update machine records and programme accordingly.

f.2 Breakdown Maintenance

f.2.1 The Project Engineer shall requisition attendance to breakdowns of
equipment owned by the company in the same way that preventive
maintenance is requisitioned. Where the equipment has been hired from
outside the Project Engineer shall contact the supplier direct to request
attendance.
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f.2.2 Where the breakdown requires significant “down-time” and construction
is critically affected the Project Engineer must make alternative
arrangements for equipment by requisitioning replacement.

f.2.3 Once repairs of company’s machines are complete the Workshop in Charge
updates machine records and programme accordingly.

f.2 Review of Equipment

f.2.1 Project Engineers are responsible for highlighting, during the weekly project
meeting chaired by the GM, any equipment that is consistently giving
problems so that decisions regarding changes to planned maintenance or
the purchase of any equipment can be made.

g. RECORDS

The preventive maintenance programme and maintenance records shall be maintained
by the Workshop in charge for a minimum period of three years.

i. FILING
The master copy of this procedure is filed by the Management Representative, together
with other procedures, under the number QAP 93.
j. ATTACHMENTS

Preventive Maintenance Programme – QAP 93-01















































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Dec


Nov


Oct


Sep


Aug


Jul


Jun
(c) PREVENTIVE MAINTENANCE SCHEDULE
Equipment & Maintenance
May

Apr


Mar



Feb


Jan

















Item of Equipment


















QAP 93-01
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Quality Assurance


Procedure



TITLE : Inspection & Testing


REF No. : QAP 100













Copy No. Approved By:



AMENDMENTS

Issue No Subject of the Amendment Revised by & Authorized by Date
Signature Signature


































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Contents














































INSPECTION & TESTING


a. Purpose


b. Scope of Application


c. Definitions


d. Cross References

e. Responsibility for Application


f. Process


g. Records


h. Filing

i. Attachment


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QAP 100



Inspection & Testing


a. PURPOSE

The purpose of this procedure is to control the company’s inspection and test activities
in order to meet specified requirements and ensure appropriate records are established.

b. SCOPE OF APPLICATION
This procedure applies to all inspection and test activities.

c. DEFINITIONS
In process inspection: inspection of part of the works, acceptance of which is necessary
in order to proceed with further works during the course of the contract.

Final inspection: Is subdivided into:
 Provisional inspection: when the works are completed and ready for hand over
to the customer for operation and utilization, subject to maintenance as agreed
and noted in the contract specification.

 Final inspection: inspection for final acceptance of the work at the end of the
maintenance period.
d. CROSS REFERENCE

 Quality Manual, (Clause d.10)
 Process Control – QAP 90

 Control of Non-confirming Product – QAP 130
 Customer Complaint, Corrective and Preventive Action – QAP 140

e. RESPONSIBILITY FOR APPLICATION
Project Engineers and Storekeepers are responsible, at varying intervals, for the
application of this procedure.

f. PROCESS
f.1 Receiving Inspection & Testing

f.1.1 All incoming materials / goods shall be inspected by authorized site
personnel (Project Engineer / Storekeeper or other delegated deputy) prior
to use. The suppliers grading (shown on the approved suppliers list) may
be used as a guide to determining the level of inspection required as
detailed in the purchasing procedures. The scope of receiving inspection
shall cover, as a minimum, the following:

 Checking the condition and recording any damage / deterioration

 Verifying he quantity against delivery documents
 Checking conformity with the purchase requirements
All incoming products that have been transferred from another site shall
undergo similar inspection.
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f.1.2 The results of receiving inspection shall be recorded on the delivery
documents. Where materials / goods are satisfactory the inspection record
will be way of a single signature of authorized persons on the above
documents.
f.1.3 Where incoming goods are released for urgent use prior to inspection,
they will be positively identified so as to enable recall in the event that any
required inspection / test proves the material to be unsatisfactory.
f.1.4 In case of customer supplied materials/ goods found to be non conforming
to the requirements then the procedure QAP 70 will be followed.
f.1.5 Procured and non confirming materials which are found to be non
confirming will be identified through documentation or markings “X” and
where practicable, will be segregated pending decisions on further action
to be taken by the General Manager.
f.2 In Process Inspection & Testing

f.2.1 In process inspection and checking shall be carried out in accordance
with relevant shop drawings, work instructions, standards / specifications
and documented work procedures.
f.2.3 When any part of the works requiring independent inspection is ready the
relevant Project Engineer shall make a request to the relevant authority
for such inspection using the attached inspection request form or other
similar document if otherwise preferred by the inspection authority. The
results of such inspection will be denoted on the appropriate form. One
copy of the completed inspection record shall retained by the Project
Engineer.

f.2.3 Intermediate in house inspections (the company’s own quality control) will
be carried out as required by individual quality plans or project engineers
and as dictated by the complexity of the project and / or the impact that
non conformance would have on future product quality. Such inspections
shall be recorded in the site diary maintained by the Project Engineer.
f.2.4 In cases where the inspection and test results prove satisfactory the Project
Engineer will authorize further works. Where the inspection and test results
are unsatisfactory the product / shall be identified by suitable marking in
order to avoid proceeding further with the works.
f.2.5 Should it be necessary to proceed with any part of the works before the
result of inspection / testing are known and only where allowed to do so
under the contract / specification, then such part of works will be suitable
identified in order to enable remedial action should the results prove to be
unsatisfactory – such identification may be physical (e.g.tag) or by way of
documents.
f.2.6 All non-confirming works will be dealt with in accordance with control of
non-confirming products procedures.
f.3 Final Inspection

f.3.1 When all the works under the contract are complete or, where phased
handover is required the relevant phase is complete, the project engineer
shall do a preliminary inspection (snagging) of the finished works to ensure
that all elements are ready for inspection by the customers representative.
Such inspection shall include checking that all previous inspections required
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have been successfully carried out as required and that relevant records
are available to demonstrate this.

f.3.2 Where elements require further attention this shall be recorded in the form
of a snagging list and any necessary action shall be arranged by the Project
Engineer to rectify the situation. Such elements shall be re inspected.
Records of the snagging inspection and re-inspection shall be maintained
as quality records.

f.3.3 Once all the applicable works are satisfactory and acceptable to the Project
Engineer he shall request the customers representative to inspect the work
as required by the contract / specification. Where unsatisfactory works
are identified this shall be recorded and the procedure outlined in clause
6.3.2 above shall be followed. Again, records of the inspection shall be
maintained as quality records.
f.3.4 When all works are complete to the satisfaction of the customers
representative the Project Engineer should formally request a certificate
of practical completion to be issued from the customers representative. At
such time the contractual maintenance period shall commence and
contractual maintenance shall be carried out in accordance with the relevant
process control procedure.
f.3.5 At the end of the maintenance period, the General Manager Nominee
shall request for final inspection and any elements requiring attention shall
be dealt with in accordance with the relevant sections of clauses f.3.2 and
f.3.2 above. Again, records of the inspection and re-inspection shall be
maintained as quality records.
f.3.6 Upon successful completion of all necessary snagging works the General
Manager Nominee shall formally hand over the works with no further
obligation to the contractor and request that the final certificate be issued
as appropriate.

f.3.7 Copies of snagging lists should be copied to the management
representative for the purposes of identifying whether any items require
further corrective or preventive action so as to avoid recurrence. Where
such is required it will be carried out in accordance with customer complaint,
corrective and preventive action procedures.

f. RECORDS
All inspection records (including snagging lists and subsequent inspections) shall be
maintained in a job file at the main office (GM) for the duration of the contract, including
the maintenance period, plus a minimum period of one year.
Practical completion and final certificates shall be maintained by the General Manager
for the duration of the contract, including the maintenance period, plus a minimum
period of one year.
g. FILING

The master copy of this procedure is filed by the Management representative together

with other procedures under the number QAP 100.
h. ATTACHMENTS

Not Applicable
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QAP 100 -01






Received by















Qty Name & Sign Date: Signature:
(a) LOG OF CUSTEMER SUPPLIED PRODUCTS

Control of Supplied Products







Received Materials

























LPO No



Date Received Checked and Verified by : Name










No



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Quality Assurance


Procedure



TITLE : Control of Inspection, Measuring
& Test Equipment


REF No. : QAP 110













Copy No. Approved By:



AMENDMENTS

Issue No Subject of the Amendment Revised by & Authorized by Date
Signature Signature


































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Contents














































CONTROL OF INSPECTION, MEASURING
&TEST EQUIPMENT
a. Purpose


b. Scope of Application


c. Definitions


d. Cross References

e. Responsibility for Application


f. Process


g. Records


h. Filing

i. Attachment


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Control of Inspection,

Measuring & Test Equipment


a. PURPOSE
The purpose of this procedure is to ensure that inspection, measuring and test
equipment used by the company is adequately controlled and that appropriate records
are maintained so as to meet specified requirements.
b. SCOPE OF APPLICATION

The application of this procedure applies to all equipment used to verify, measure or
test product quality and to all personnel using,handling,storing or checking such
equipment.

c. DEFINITIONS
None.

d. CROSS REFERENCES
 Quality manual, clause d.11

 Process control QAP 90
 Training – QAP 180

e. RESPONSIBILTY FOR APPLICATION
The workshop in charge and project engineers are responsible, at varying intervals,
for the application of this procedure.

f. PROCESS
General

The inspection, measuring and test equipment owned by the company for the application
detailed in clause 2 above is at present limited to survey instruments such as levels
and theodolities.
Inspection, measuring and test equipment which is hired for specific application shall
be subject to control as dictated by requirement of contract, specification or customer
/ customers representative. With the exception of clauses f.1, f.3, f.4, f.9 and f.11, all
other controls detailed below apply to hired equipment.

f.1 A master list of all inspection, measuring and test equipment owned by the
company and used for the application as detailed in clause 2 above shall be
maintained by the workshop in charge and any such newly purchased equipment
shall have its details added to the master list. All such equipment should have a
means of identification which is traceable back to the master list. Such
identification should show, as a minimum, the instrument name or reference
number and the next date for testing / calibration.
f.2 When the purchase of new inspection, measuring and test equipment or the hire
of special equipment is required, checks shall be made by the workshop in charge
(for new equipment purchases) or the relevant project engineer (for hired
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equipment) to ensure that such equipment is capable of achieving the required
levels of accuracy.
All enquires regarding new equipment must be referred to the workshop in charge
who shall investigate availability with regard to accuracy requirements. The matter
should then be referred to the General Manager for the final decision.

f.3 An”inspection,measuringand test equipment record” shall be maintained by the
workshop in charge for each individual piece of equipment owned by the company
giving information as to type and frequency of calibration / test required and the
acceptance criteria.
All inspection, measuring and test equipment calibrations should be traceable to
a known national or international standard by way of a certificate issued by a
recognized testing agency. Apiece of equipment that meets this criteria may be
used to compare results of other equipment for the purposed of checking accuracy.
However, in such cases results of comparison tests must be recorded.
f.4 A “calibration / test schedule” shall be drawn up to show when inspection measuring
and test equipment is due for calibration / test. This should be reviewed by the
workshop in charge at least every six months to ensure adequacy of prescribed
frequencies.
f.5 All inspection, measuring and test equipment shall be stored in suitable condition
so as to prevent: unauthorized use, damage, loss and adjustment be unauthorized
personnel. Storage, where possible or critical, shall follow specified or
manufactures recommendations.

In-house testing / calibration shall be conducted in ambient temperatures, as
with inspections, measurements and tests, unless otherwise specifically stated
on the “Inspection, measuring and Test Equipment Record” or is a contract
requirement in such cases specified requirements must be followed.
f.6 Visual checks of inspection, measuring and test equipment shall be performed
by the user prior to each use of such equipment. Any equipment found to be
outside of its test / calibration date, giving suspect results, or in an unsatisfactory
state shall be marked as “NOT TO BE USED”, segregated from its normal place
of storage if practicable, and referred to the workshop in charge (if company
owned) or the relevant project engineer (if hired) for further action.

f.7 In the case of clause f.6 above, a sufficient number of records of previous activities
undertaken with a suspect piece of equipment shall be checked for errors to
ascertain that previous results are not affected. Where it appears that results are
affected such inspection, measurement or test shall be performed again using
suitable equipment which is known to be in a satisfactory state. This does not
apply to equipment where the date for calibration expired and which after re-
calibration, was found to be accurate.
f.8 Only suitably qualified, trained or experienced persons are to carry out calibration
testing of inspection, measuring and test equipment. Any in –house calibration
must be informed in accordance with manufactures instructions and when these
are not available the General Manager shall develop appropriate. Work insturcion
for this purpose. Where calibration is undertaken externally independently a

calibration certificate must be obtained. Hired equipment must not be calibrated
/ tested in-house.
f.9 The transfer of company owned inspection, measuring and test equipment from
designated locations is not permitted without the express permission of the
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workshop in charge. In such cases the workshop in charge must record the
equipment transfer date and the new location.
f.10 Inspection, measuring and test equipment data shall be made available to the
customer, where contractually required, for the purposes of functional verification
where such requirements are identified a copy of the relevant calibration record
certificate should be obtained from the workshop in charge accordingly (or from
the supplier in the case of hired equipment).
f.11 Processing equipment gauges are maintained under the process control
procedures for maintenance of such equipment.
g. RECORDS

Calibration / test certificates / results of company owned equipment shall be maintained
by the workshop in charge for the duration of the contract plus a minimum period of
three years.

Calibration / test certificates/ results of measuring equipment shall be maintained by
the relevant project engineer for the duration of the contract plus a minimum period of
three years at the main office.

h. FILING
The master copy of this procedure is filed by the management representative, together
with other procedures, under the number QAP 110.
i. ATTACHMENTS

 Master list of inspection, measuring and test equipment – QAP 110-01

 Inspection, measuring and test equipment record – AQP 110.-02
 calibration / test schedule – QAP 110-03

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Inspection, Measuring & Test Eqpt



(a) INSPECTION, MEASURING & TEST EQPT. RECORD

Type of Equipment

Identity Number (I.D No)

Inspection Frequency

Inspection Procedure

Permissible Limits Of Error
(acceptance criteria)




Date Inspection Result Location
Tested By (Please state, figures, pass or fail etc) / Site



















































QAP 110-01
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Status








Next Calibration Date Date






Eqpt



Test



& Checked By Whom Date

Measuring (b) MASTER LIST OF INSPECTION, MEASURING & TEST EQUIIPMENT Signature










Inspection, Calibration












Type of Equipment













Submitted by;


ID N


QAP 110-02
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Dec

Enter actual date calibration / test which should be before the previous corresponding
Nov


Oct


Sep


Aug


Jul


Inspection, Measuring & Test Eqpt
Jun

May
(c) CALIBRATION / TEST SCHEDULE

Apr


Mar



date expire Feb Jan







Testing Int. / Ext










Type of Instrument
















ID N


QAP 110-03
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AL HABBAI - QUALITY MANUAL

Quality Assurance


Procedure



TITLE : Inspection & Test Status


REF No. : QAP 120













Copy No. Approved By:



AMENDMENTS

Issue No Subject of the Amendment Revised by & Authorized by Date
Signature Signature


































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Contents














































INSPECTION & TEST STATUS


a. Purpose


b. Scope of Application


c. Definitions


d. Cross References

e. Responsibility for Application


f. Process


g. Records


h. Filing

i. Attachment


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QAP 120






Inspection & Test Status


a. PURPOSE

The purpose of this procedure is to ensure that product status in terms of inspection
and testing is identified throughout production so as to prevent inadvertent use or
unqualified further processing.

b. SCOPE OF APPLICATION
The application of this procedure applies to all products used by that affect product
quality.

c. DEFINITIONS
None

d. CROSS REFERENCE
 Quality manual, clause d.12

 Quality planning – QAP 20
 Process control – QAP 90
 Inspection and testing – QAP 100

e. RESPONSIBILITY FOR APPLICATION
The project engineer is responsible for the application of this procedure.

f. PROCESS
f.1 The inspection and test results of all products used by the company that affect
product quality shall be identified. This will be done by methods most suitable on
practicable for the product in question. Such methods may include;
 Segregation
 Documentation – (e.g. inspection records)

 Marking
 Storage labeling

 Etc.
f.2 The above methods of identification should show the conformance or non
conformance of products with regard to inspections and tests performed.
f.3 Only products that have passed the required inspections and / or tests, or have
been released under positive recall procedures, or have been granted use through
concession my further proceed in the construction process.

f.4 The individual methods for achieving product inspection and test status may be
dictated by contractual requirements and in such cases these requirements must
be followed, otherwise status will be established in accordance with inspection
and test procedures.
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f.5 Where the inspection and test status of product cannot immediately be identified
records should be checked to establish status prior to proceeding further.

f.6 Where “Quality Plans” are used the inspection and test section of the plan will
dictate the method for identifying product inspection and test status.

g. RECORDS
Inspection and test status records are generated through the application of inspection
and test procedures and shall be maintained in accordance with those procedures.
h. FILING

The master copy of this procedure is filed by the management representative, together
with other procedures, under the number QAP 120.
i. ATTACHMENTS

None.

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Quality Assurance


Procedure



TITLE : Control of Non-Conforming Product


REF No. : QAP 130













Copy No. Approved By:



AMENDMENTS

Issue No Subject of the Amendment Revised by & Authorized by Date
Signature Signature


































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Contents














































CONTROL OF NON-CONFORMING PRODUCT


a. Purpose


b. Scope of Application


c. Definitions


d. Cross References

e. Responsibility for Application


f. Process


g. Records


h. Filing

i. Attachment


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QAP 130








Control of Non-Conforming Product


a. PURPOSE
The purpose of this procedure is to ensure that does not conform to specified
requirements is identified and prevented from inadvertent use and to define the methods,
authority and responsibilities for identification, documentation, evaluation and disposition
of such products.
b. SCOPE OF APPLICATION
This procedure applies to all products that are inspected and / or tested and found not
to be in accordance with specified requirements.

c. DEFINITIONS
Non-conforming product: means : any equipment, raw material, product or service of a
subcontractor / supplier that does not meet specified of implied requirements.

d. CROSS REFERENCE
 Quality manual, clause d.13

 Document and data control – QAP 50

 Purchasing – QAP 60
 Control of customer supplied products – QAP 70

 Process control- QAP 90
 Inspection and testing – QAP 100

 Inspection and test status – QAP 120

 Customer complaints, corrective and preventive action – QAP 140
e. RESPONSIBILITY FOR APPLICATION

Individual department heads / project engineers and the management representative
are responsible, at varying intervals, for the application of this procedure.

f. PROCESS
f.1 All products shall be inspected and / or tested in accordance with process control
and / or inspection and test procedures. Where they are found to be non
conforming they will be appropriately identified as such in accordance with
inspection and test status procedures to prevent further use or processing.

f.2 Where non-conforming product is identified it will be brought to the attention of
the relevant department head / project engineer who shall raise a “Non-
conformance report” detailing the non-conformity and if possible the events leading
to its occurrence. Copies of supporting documents should be attached to the
report if available.
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f.3 The department head / project engineer shall review and evaluate non conforming
product to determine the appropriate curative action to be taken. This may include:
 acceptance by concession with or without rework.

 Re-garding for alternative application
 Rework to meet requirements

 Rejection and replacement
f.4 Concessions regarding the supply of final product shall include consultation with
the customer or his representative prior to supply. The resulting agreement must
be recorded and shall include the condition of the product offered and accepted
under concession.

Any product that are reworked shall be re-inspected in accordance with defined
requirements / procedures.

f.5 In the event that a non-conformity involves a subcontractor / supplier, the person
handling the nonconformance will inform the subcontractor report or letter
requesting appropriate action. All areas affected by the non-conformity shall
also be notified.
f.6 The person dealing with the non-conformance shall implement corrective action,
appropriate to the magnitude of the non-conformity, in accordance with customer
complaints, corrective and preventive action procedures. Any internal quality
document changes required as a result of suggested corrective action must be
implemented in accordance with document and data control procedures.

f.7 All decisions and details of corrective action taken shall be recorded on the non
conformance report (including those of subcontractors / suppliers) which shall be
signed by the authority making that decision. The original of all completed non
conformance reports must be copied to the management representative for the
purposes of further corrective / preventive action analysis in accordance with
customer complaints, corrective and preventive action procedures and review of
subcontractor / supplier performance in accordance with purchasing procedures.
g. RECORDS

Product non-conformity reports will be filed by the management representative and
shall be retained for the contract duration plus a minimum period of three years.

h. FILING
The master copy of this procedure shall be filled by the management representative
together with other procedures, under the number QAP 130.

I. ATTACHMENTS
None:

- for non-conformance reports (form number QAP 170-03)
- Pls, refer to attachments of internal quality auditing procedure – QAP 170.









129
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Quality Assurance


Procedure



TITLE : Customer Complaints, Corrective
& Preventive Action


REF No. : QAP 140













Copy No. Approved By:



AMENDMENTS


Issue No Subject of the Amendment Revised by & Authorized by Date
Signature Signature


































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Contents














































CUSTOMER COMPLAINTS, CORRECTIVE
& PREVENTIVE ACTION

a. Purpose


b. Scope of Application

c. Definitions


d. Cross References


e. Responsibility for Application

f. Process


g. Records


h. Filing


i. Attachment


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AL HABBAI - QUALITY MANUAL

QAP 140







Customer Complaints, Corrective & Preventive Action


a. PURPOSE
The purpose of this procedure is to define the method for handling of customer
complaints and product, process and system non-conformities and to determine the
steps needed for effective implementation of corrective and preventive actions resulting
from such non-conformities.

b. SCOPE OF APPLICATION
This procedure applies to all customer complaints and product, process and system
related non-conformities requiring corrective and / or preventive actions.

c. DEFINITIONS
Customer compliant : any communication from the customer, whether written or
verbal justified in which he expresses dissatisfaction with the product service provided
by the company.

Corrective action: action taken to eliminate the cause of an existing non-conformity
defect or other undesirable situation in order to avoid recurrence.
Preventive action: action taken to eliminate the cause of a potential non-conformity
defect or other undesirable situation in order to avoid occurrence.
d. CROSS REFERENCE

 Quality manual, clause d.14
 Management review – QAP 10

 Document and data control – QAP 50
 Purchasing – QAP 60
 Control of non – conforming products – QAP 130

 Internal quality audits – QAP 170
e. RESPONSIBILITY FOR APPLICATION

The management representative and department heads / project engineers are
responsible, at varying intervals, is for the application of this procedure.

f. PROCESS
f.1 Customer complaints

f.1.1 All customer written and justified verbal complaints, shall be recorded by
the recipient on a “customer complaint report”, and shall be attached to

the customer complaint report.
f.1.2 Customer complaint reports shall be forwarded to the GM who shall decide
whether the compliant is considered justified, this may involve investigation
as in clause f.1.3 below.
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f.1.3 For justified complaints or where justification needs to be established the
General Manager, in conjunction with the managing director when
necessary, will decide which functions need to be involved in analysis the
complaint and distribute copies of the complaint form accordingly copy of
the form for all justified complaints will be forwarded to the management
representative for reference or further involvement a deemed necessary.

f.1.4 Should a complaint be considered unjustified the GM will offer reasonable
explanation to the customer, either verbally or in writing a may be deemed
appropriate, and the fact that the complaint was unjustified, together with
relevant facts will be stated on the customer complaint form. Such
complaints are then considered to be closed. Written complaints will always
be replied to in writing as soon as possible but not later than within seven
days from receipt.
f.1.5 Justified complaints will require some form of curative action such as
replacement of non-conforming or defective product, rework, financial
compensation, etc. in all such cases the corrective action procedure set
out in clause f.2 below will be followed.

f.1.6 When investigating the cause of a customer complaint or implementing
any resulting necessary corrective action, those responsible shall ensure
that any supporting details or documents are recorded on or attached to
the customer complaint report. This must then be passed back to the
relevant. Projects engineers for further document retention and to facilitate
compiling a suitable reply.

f.1.7 Replies to justified complaints shall contain a description of immediate
curative measures taken as well as an explanation of what corrective action
will be implemented to avoid recurrence of the problem. Such complaints
shall be replied to by either the General Manager of management
representative, as dictated by individual circumstances and the magnitude
of the problem. All replies should be made with seven days of receiving
the complaint.
f.1.8 Where the above reply cannot be given within seven days the complaint
will be acknowledgment within seven days giving a time frame for
investigation. Such details must be attached to the compliant form.
f.1.9 A customer compliant shall be considered as “closed” when the customer
has given notice that the solution was to his satisfaction or, if not such
notice is received, after the expiry of one month from the date of the
concluding reply. Such details should be entered on the customer complaint
register.

NOTE: a closed customer complaint does not mean that corrective action
has been implanted. This must be verified as part of the corrective action
procedures detailed below.

f.1.10 All completed customer complaint forms (whether justified or not) must be
copied to the management representative for analysis and reporting and
discussion during Management review. The management representative
will maintain a register of all customer complaints for reporting and analysis
purposes.


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f.2 Corrective action

f.2.1 Where process or system related non-conformities occur they shall be
brought to the attention of the relevant department head / project engineer
who shall raise as non-conformance report detailing the non conformance.
Product related non-conformance reports shall be raised in accordance
with control of non conforming products procedures.

f.2.2 The department head / project engineer, in conjunction with others where
necessary, will then investigate the non-conformance for the purposes of
identifying the root cause of the problem and record the findings on the
non-conformance report.

f.2.3 Having identified the root cause of the problem the department head /
project engineer responsible for the department in which the problem has
been identified will implement corrective action commensurate with the
magnitude of the problem encountered and record such details on the
non conformance report. Any such corrective action that effects further
processes or other departments must involve discussion with and have
the agreement of such department heads / project engineers.

f.2.4 All non-conformance reports raised for either product, system or process
related problems shall be copied to the management representative who
shall maintain a register of all such reports received. This includes those
raised, during internal audits.

f.2.5 Copies of customer complaints and non-conformance reports shall be
reviewed by the management representative to ensure that the non-
conformity has been analysed in order to determine the root cause, that
the magnitude of the non-conformance has been evaluated in relation to
the potential impact on product and quality costs, performance and
customer satisfaction, and that any corrective action taken is suitable to
prevent recurrence.
f.2.6 Where corrective action taken is found to be suitable the reports shall be
filed for follow-up purposes (see clause f.2.9 below.) where it is not the
management representative shall discuss the application of more suitable
corrective action with persons as necessary. This review and an subsequent
corrective action should be recorded on the customer complaint or non-
conformance report.
f.2.7 The management representative shall monitor corrective actions and
expedite any such actions that become overdue. Where overdue corrective
actions become excessive the matter will be referred to the General
manager for further intervention.

f.2.8 Where the corrective action resulting from customer complaints non
conformance involves a subcontractor / supplier’s grading or required
changes to quality system documents, such matters will be carried out in
accordance with purchasing or document and data control procedure
respectively.

f.2.9 The management representative may initiate unscheduled audits to verity
the implementation and effectiveness of corrective acitons taken
implementation and effectiveness of corrective actions required as a result
of internal quality audits shall in all cases be verified through follow up
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audit as per the internal quality audit procedures. Details of verification
and effectiveness should be recorded on the respective customer complaint
or non-conformance report.
f.2.10 The management representative shall submit corrective action information
to management review.
f.3 Preventive action

f.3.1 The management representative will gather and analyse information from
such sources as contract review, management review, customer complaints,
audit reports, non-conformance reports, staff suggestions training and staff
appraisals, etc, in order to detect, analyse and eliminate potential causes
of non-conformities.

f.3.2 All staff are encouraged to submit to the management representative their
department heads, any suggestions on how improvements may be made
to the system or any observations that may indicate potential problems or
areas for improvement. Such observations may be submitted verbally or
in wiring.
f.3.3 Where potential causes of non-conformities are identified the management
representative shall request relevant functions within the company analyse
the potential problem and devise appropriate preventive action necessary
an internal audit may be intiated to assist the investigation.

f.3.4 The potential cause of non-conformities shall then be evaluated and
analysed in order to plan effective preventive action. The potential impact
on quality, costs, performance, dependability and customer satisfaction
should be taken into consideration.
f.3.5 Proposed preventive action shall be approved by the management
representative prior to implementation of preventive action shall be
approved and issued in accordance with document and data control
procedures.

f.3.6 The management representative shall monitor the implementation of
preventive action verify its effectiveness through analysis of applicable
appropriate information as mentioned in clause f.3.1 above. In the even of
any organizational or system changes the internal audit plan should be
updated to include such changes.

f.3.7 The management representative shall submit information on preventive
action for management review.

g. RECORDS
All customer complaint records and non-conformance reports, and information on
resulting corrective and preventive actions, shall be maintained by the management
representative for a minimum period of three years.
h. ATTACHEMENT

 Customer Complaint Record - QAP 140 - 01
 Customer Complaint Register - QAP 140 - 02
 Non-conformance Report Register - QAP 140 -03


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Customer Complaints, Corrective & Preventive Action



(a) CUSTOMER COMPLAINT RECORD (CCR)

Project CCR No

Date

Contact Taken By

Tel No Issued to

Fax No This section to be completed by relevant Dpt.
Head / Project Engineer
Nature of Complaint (This Section to be completed by the receiver of the Complaint)











Analysisi & Corrective Action (This section to be completed by person investigating the problem)



Ana

















Signautre (G.F) Date:
Management Representative’s Review








Signautre Date:




G.M Signautre Date:

QAP 140 - 01
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Comment







Date Closed Signature


Preventive Action Response Date















& Investigators Apponted
Corrective (b) CUSTOMER COMPLAINT REGISTER Date:









Complaints, Customer Complaint









Customer Project / Client Name















Date by
Submitted




C. #


QAP 140 - 02
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Comment






Follow-up Date Audit Audit Date Closed





Customer Complaints, Corrective & Preventive Action






(c) NON-CONFORMANCE REPORT REGISTER
Implimentation Date








Nature of non-conformance & Corrective Action























Department/ Manager










Date



CNR #



QAP 140 - 03
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Quality Assurance


Procedure



TITLE : Handling, Storage. Preservation & Delivery


REF No. : QAP 150













Copy No. Approved By:



AMENDMENTS

Issue No Subject of the Amendment Revised by & Authorized by Date
Signature Signature


































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Contents














































HANDLING, STORAGE, PRESERVATION
& DELIVERY

a. Purpose


b. Scope of Application

c. Definitions


d. Cross References


e. Responsibility for Application

f. Process


g. Records


h. Filing


i. Attachment


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QAP 150
Handling, Storage, Preservation & Delivery


a. PURPOSE
The purpose of this procedure is to define the means of handling,storage,preservations
and delvery for all materials or products used by the company so as to ensure the
quality of final product.
b. SCOPE OF APPLICATION

This procedure applies to all materials delivered to site, all construction work on site
and all personnel responsible for handling such products until handed over to the
customer.
c. DEFINITIONS

None

d. CROSS REFERENCE
 Quality manual, (clause d.15)
 Control of customer supplied product – QAP 70
 Product identification and traceability QAP 80
 Inspection and testing – QAP 120
 Control of inspection, measuring and test equipment – QAP 110

 Inspection and test status – QAP 120
 Control of non-conforming product – QAP 130
e. RESPONSIBILITY FOR APPLICATION

Department heads / project engineers and store keepers are jointly responsible at
varying intervals for the application of this procedure.
f. PROCESS

f.1 General
f.1.1 Purchased products should be inspected and / or tested in accordance
with the inspection and testing procedures.
f.1.2 The status of product should be dealt with in accordance with inspection
and test status procedures.
f.1.3 froduct identification and traceability should be established in accordance
with the product ndentificaiton and traceability procedures and control
customer supplied product procedures as necessary.

f.1.4 Non-conforming product will be dealt with in accordance with the control
non confirming product procedures.

f.1.5 For handling, storage, packaging and preservation of inspection measuring
and test equipment , the procedures for control of inspection measuring

and test equipment should be followed.
f.1 Handling and storage

f.2.1 All raw materials used by the company are stored on site and as such
each site shall, where space allows, designate storage areas. When space
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is limited special attention must be given to delivery schedules as to
minimize site storage requirements.
f.2.2 Due consideration should be given to the handling and storage of all
material deliveries so as to prevent damage, deterioration or loss, when
provided, manufactures handling and storage recommendations should
be followed. Any specialist handling equipment or storage requirements
should b e provided to facilitate meeting requirements. Due regard should
be given to quality planning considerations and any subcontractor
agreements providing handling attendances.

f.2.3 Where deemed necessary, secure storage facilities will be set up on site
to prevent inappropriate use o materials. If practicable, there shall also be
an area of for non-conforming materials. Due consideration should be
given to any storage space required by subcontractors.
f.2.4 Materials not affected by atmospheric conditions may be stored in open
areas whereas those liable to deterioration must be stored in a suitable
environment so as to prevent damage or deterioration. This may include
covering of bulk materials such as sand and cement.

f.2.5 Periodic checks shall be carried out by the storekeeper to monitor any
deterioration in stored materials. Stock level will be monitored via the bin
cards.
f.2.6 Consumable items should be adequately stored in an enclosed storage
area and easily identifiable – the material itself or the packaging may be
used for this purpose, otherwise labels should indicate material.
f.2.7 Hazardous materials will be stored in predefined locations, and maintained
under controlled and safe conditions.
f.2.8 All materials delivered to and accepted by site are deemed by the company
to have been issued and no further issue control is required from site
stores, provided such materials are used by the site that ordered them.
However, those with authority to take materials from store must ensure
that materials taken are correct for the intended use.

f.2.9 Where materials are transferred from site to site the project engineer shall
complete a transfer note giving details of materials transferred including
type of material, quantity and destination. One copy of the transfer note
should accompany the delivery and such materials should be treated by
the receiving site as new products and inspected accordingly.

f.3 Preservation and delivery
f.3.1 Preservation of stored materials is ensured through observance of the
procedure as detailed above.

f.3.2 For works that are complete but not handed over, or through which passage
is required, suitable protection shall be given to installations that are
susceptible to damage from dust or traffic, e.g. plant and equipment marble,
carpets, roads, fixtures and fittings, etc. if passage is not required these

areas should be made secure and unauthorized entry prohibited.
f.3.3 Periodic checks should be carried out by the project engineer to monitor
any deterioration in the product.


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f.3.4 Prior to hand over the site shall be cleared of all surplus materials, plant
and equipment, thoroughly cleaned and final inspections carried out a
required by the contract. Where contractually required products shall be
accompanied by any necessary documentation that proves the quality of
the product or that specified requirements have been met during
processing.

f.3.5 The project engineer should ensure that all equipment manuals, as built
drawings, keys and other necessary documentation are available prior to
hand over. Keys should be clearly identified through labels, a schedule or
by being placed in the locks.
f.4 Movement of materials

f.4.1 Produced materials will be forwarded to site store as required.
f.4.2 The materials will be received, inspected by either project engineer or site
storekeeper against supplier delivery documents and al habbai purchase
order.
f.4.3 Site receipt voucher will be prepared and sent to the accounts officer who
shall obtain approval of GM.
f.4.4 In case of materials required are available at store (outside the scope of
this system), then material requisition will be faxed to the storekeeper who
shall arrange to release the material via material issue voucher (MIV).
Material issue voucher will be signed by project engineer, storekeeper
and truck driver. The MIV will be finally send to the accountant.

f.4.5 Site receipt voucher will be used to issue tools to the trade personnel.
Transfer of materials from site to site will be made and recorded in the
attached form dully signed by both sides and approved finally by the GM
before being sent to the accountant.

f. RECORDS

Material issue records are maintained in the form of purchase requisitions and delivery
orders and are maintained by the accounts department the contract duration plus
minimum period of one year.
Delivery records shall be maintained by the project engineer for the contract duration
plus a minimum period of one year.

f. FILING
The master copy of this procedure is filed by the management representative together
with other procedures, under the number QAP 150.
f. ATTACHMENT

 Material transfer form - QAP 150 - 01











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Al Habbai Contracting L.L.C
MATERIAL TRANSFER NOTE


Date : ____________________ No :
Delivered from Site No. :_____________________ Received at Site No. :_________________


S.No. Unit Qty Description Remarks

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________
___________________________________________________________________________________

___________________________________________________________________________________
___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________
___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________
___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________
___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________




Comments:-







Prepared by :_______________________ Received By :_______________________

Date :_______________________ Date :_______________________

Sign :_______________________ Sign :_______________________

QAP 150 - 01
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Quality Assurance


Procedure



TITLE : Control of Quality Records


REF No. : QAP 160













Copy No. Approved By:



AMENDMENTS

Issue No Subject of the Amendment Revised by & Authorized by Date
Signature Signature


































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Contents














































CONTROL OF QUALITY RECORDS


a. Purpose


b. Scope of Application

c. Definitions


d. Cross References


e. Responsibility for Application

f. Process


g. Records


h. Filing


i. Attachment


146
AL HABBAI - QUALITY MANUAL

QAP 160






Control of Quality Reports


a. PURPOSE

The purpose of this procedure is to ensure that pertinent quality records are kept and
maintained to demonstrate effective implementation of the quality system and hat
products conform to specified requirements.

b. SCOPE OF APPLICATION
This procedure applies to all quality records relating to the company’s quality system,
products and processes.
c. DEFINITIONS

Strip back: means: remove unnecessary documents (those that are not quality records)
from files so as to minimize the amount of archive or required document storage space.
d. CROSS REFERENCE

 Quality manual clause d.16
e. RESPONSIBILITY FOR APPLICATION

The responsibility for application of this procedure rests with those persons detailed
in the individual quality system procedures as being responsible for record maintenance.

f. PROCESS
f.1 The collection and filing of all quality records will be undertaken as de4scribed in
the procedures relating to the creation of such records. All records generated
should be dated and all files clearly marked to show some form of title or index.
f.2 Fax documents on thermal paper will lose clarity over a period of time and as
such must be copied onto plain paper when received and before storage.
f.3 The attached “list of quality records” shows: the place of storage, the retention
period, the department responsible for retention and the method of disposition
all quality records, unless otherwise stipulated in relevant procedures, shall be
kept for a minimum period of three years.

f.4 It is the responsibility of the department head / project engineer detailed on the
list to maintain the said records, which must be filed in such a way so as to
prevent loss or damage and facilitate easy retrieval.

f.5 In an effort to reduce the amount of retained documentation where space is
limited, each department responsible for document retention may “strip back”
the files. When doing so it must be ensured that all quality records as required
by the attached list or the contract, or procedures are retained.

f.6 Where the contractual or customers expressed retention periods exceed those
on the list of quality records, due not should be made on the files to prevent
early disposal. Also, if contractually agreed, the customer will be afforded the
right of access to quality records for the retention period stipulated.
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f.7 On completion of an activity, all employees should ensure that quality records
are given to the appropriate person (s) so that they can be stored together with
other quality records are required. Project engineers must ensure that relevant
records especially test and inspection records and completed quality plans, are
returned to head office for retention and archiving together with other records
that are generated on site and not held in the head office central files.
f.8 No quality records should be removed or destroyed without the express permission
of the department head / project engineer controlling those records when quality
records become due for disposal, checks should be made with the general
manager to ensure that there is no unusual circumstances requiring further
extension of the retention period.
f.9 When destroying quality records consideration should always be given to company
and customer confidentiality.

g. RECORDS
The list of quality records will be maintained by the management representative.
h. FILING

The master copy of this procedure is filed by the management representative together
with other procedures, under the number QAP 160
i. ATTACHMENT

List of quality records – QAP 160-01












































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Control of Quality Records



(a) LIST OF QUALITY RECORDS

Sr # Quality Record Rev Location or Retention Period Disposition
No Dept.
1 PQP,Customer,Contract and Site As per contract Destroyed
Management details QAP 20-01 0 requirement
or 5 years min
2 PQP,Contract description and 0 Site Ditto Destroyed
consultant QAP 20-01
3 PQP list of contract documents 0 Site Ditto Destroyed
special/or technical/quality
requirement-QAP 20-01
4 PQP construction plan, process 0 Site Ditto Destroyed
and program QAP 20-01 /Planning
5 PQP procurement of 0 Site Ditto Destroyed
subcontractors /Purchase/
and materials QAP 20-01 Estimation
6 PQP component or sample 0 Site Ditto Destroyed
submission and approval
QAP 20-01
7 PQP-test and inspection plan 0 Site Ditto Destroyed
QAP 20-01
8 PQP project quality planning 0 Site Ditto Destroyed
Considerations, QAP- 20-02
9 List of current internal quality 0 Main office N/A N/A
documents, QAP 50-01
10 list of contract documents 0 Site As per contract
used as work instruction 50-02 requirement min. Destroyed
or 5 years min
11 List of contract quality related 0 Main N/A N/A
forms QAP 50-03 Office
12 List of standard regulation 1 Site/Main N/A N/A
QAP 50-03 Office
13 Quality system documentation 0 Management N/A N/A
distribution list QAP- 50-03 Repr
14 Document / drawing 1 Site/. N/A N/A
transmittal note QAP- 50-06 Mngt.Rep
15 Filing list QAP- 50-07 0 Site/Main As per contract Destroyed
office requirement
or 5 years mini.
16 Drawing register QAP- 50-08 0 Site N/A N/A
17 Approved supplier list (ASL) 3 Purchase N/A N/A
QAP-60-01 /Site
18 Subcontractor/Supplier 0 Purchase N/A N/A
Questionnaire, QAP- 60-02
QAP 160 - 01 /1
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Control of Quality Records


(a) LIST OF QUALITY RECORDS

Sr # Quality Record Rev Location or Retention Period Disposition
No Dept.
19 Approved sub contractor’s List 1 Est. Dept N/A N/A
/Site
20 Log of customer supplied 0 Site As per contract Destroyed
QAP- 70-01 requirement or 5
years minimum
21 Preventive maintenance 0 Work shop machine life Destroyed
schedule QAP- 93-01 /Site
22 Master list of inspection, 0 work shop As per contract Destroyed
measuring and test equipment /Siteas requirement or
QAP-110-01 5 years minimum
23 Inspection, measuring and test 0 work shop Ditto Destroyed
equipment record - QAP-110-02 /site
24 Calibration/Test schedule 0 work shop 3 years Destroyed
QAP -110-03
25 In house calibraiton 0 work shop N/A N/A
26 W1 001, customer complaint 0 Mangement As per contract Destroyed
report (CCR) QAP-140-01 Rep/ Requirement
Site or 5 years min

27 Customer complaint register 0 Site/Mngt. Ditto Destroyed
QAP-140-02 Rep
28 Non-conformance report register 0 Mngt.Rep N/A N/A
QAP-140-03
29 Audit plan QAP-170-01 0 Mngt.Rep N/A N/A

30 Audit report QAP-170-02 0 Mngt.Rep N/A N/A
31 Non-conformance report 0 Mngt.Rep N/A N/A
QAP-170-03
32 Training record QAP-180-01 0 Mngt. Rep N/A N/A

33 Training plan QAP-180-02 0 Mngt. Rep N/A N/A
34 Resuming form, 10-01 1 Personnel Emp.Duration Destroyed
Dept. + 1 year
35 Passport withdrawal form 10-02 2 Personnel Emp.Duration + Destroyed
Dept. 1 year
36 New employee joining report 1 Personnel Emp.Duration Destroyed
10-031 + 1 year
37 Leave application form, 10-04 1 Personnel . Emp.Duration Destroyed

Dept + 1 year
38 Appointment order, 10-05 1 Personnel Emp.Duration Destroyed
Dept. + 1 year
QAP 160 - 01 /2
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Control of Quality Records


(a) LIST OF QUALITY RECORDS

Sr # Quality Record Rev Location or Retention Period Disposition
No Dept.

39 Report of performance 0 Personnel Emp.Duration Destroyed
of various trades, 10-06 Dept. + 1 year
40 Manpower list (available & 0 Personnel Emp.Duration Destroyed
10-01 0 Dept. + 1 year Destroyed
41 Transfer for form, 10-08-Rev-0 0 Personnel Emp.Duration Destroyed
Dept. + 1 year
42 Memo (staff absence/sick 0 Personnel Emp.Duration Destroyed
report) 10-09 Dept. + 1 year

43 Time off request, 10-10 0 Personnel Emp.Duration Destroyed
Dept. + 1 year
44 Checklist for AHC site staff, 10-11 0 Personnel Emp.Duration Destroyed
Dept. + 1 year
45 Company site staff distribution 0 Personnel Emp.Duration Destroyed
status, 10-12 Dept. + 1 year
46 Clearance certificate, 10-13 0 Personnel Emp.Duration Destroyed
Dept. + 1 year
47 Mobile/pager receipt, 10-14 0 Personnel Emp.Duration Destroyed
Dept. + 1 year
48 Mobile/Pager Temporary 0 Personnel Emp.Duration Destroyed
handover 10-15 Dept. + 1 year
49 Memo (runaway report),10-16 0 Personnel. Emp.Duration Destroyed
Dept. + 1 year
50 Salary/increment/leave/air ticket 0 Personnel Emp.Duration Destroyed
record, 10-17 Dept. + 1 year
51 Accident report 10-18 0 Site Emp.Duration Destroyed
52 Filing divider,1-02 0 Main office As per contract
/ Staff requirement or 5
years minimum
53 File label, 1-02 3 Site/office Ditto Destroyed
54 Project payment status, 2-01 1 Site Ditto Destroyed
55 Sub contractors payment 2 Site Ditto Destroyed
status 2-02
56 Monthly bills/Payment Status 2-03 0 Office Ditto Destroyed
57 Material submission form 3.01 0 Site Ditto Destroyed
58 Supplier/Material approval 0 Site Ditto Destroyed
form 3-02

QAP 160 - 01 /3
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