Apex Manual Procedure Manual Quality Objectives Records/ Formats 702019 FOR TRAINING PURFY Revision 4. ne ONLY” "TO BE RETURNED AF TER THE COURSE!BETA Quality Manual B Bureau Veritas Document MD 01 Quality Manual Deore "PR 28 OMS ISO 001.2075 Lead Ruior Course (17029) Page Toz5BETA Quality Manual B TABLE OF CONTENTS Bureau Veritas Table of Contents 2 Foreword to the Company 3 Quality Policy 4 Management 5 General Management 5 Management Committee 5 Improvement Projects 6 Curative, corrective and preventive action 6 Customer Relations Division 8 Marketing 8 Sales and Booking 8 Major Accounts 9 Customer Complaints 10 19 Division "1 Research and Development 41 Presentation of Training Courses 13 Administration 14 Human Resources 14 Finance 15 Procurement and Stores 16 Students welfare 18 Maintenance: 18 Systems Division 20 Service Quality 20 IT Support 22 Library 22 Registry 23 Annex: Organisation Chart 25 Beet R328 QHS 150 90012075 Lead Autor Course [1792] Page 225BETA Quality Manual B Bureau Veritas FOREWORD TO THE COMPANY BETA Training Ltd. was established by a group of companies engaged in the Engineering Construction Industry. Its aim was to provide high quality training in all the skills required for the Engineering Construction Industry in particular and for the Engineering Industry in general In 1984, it purchased an Instrument Training Centre from Hertfordshire County Council and expanded its traditional role of Engineering Training to encompass Instrumentation and Electrical/ Electronic Training. The acquisition of an adjacent factory on the St. Albans site led to the removal of the Instrumentation and Electronics Training Centre from Luton to relocation at St. Albans. Both training centres are now on the same site and administered as one. The company kept expanding and now covers a number of engineering disciplines. The company strongly believes in professionalism and therefore focuses on selected industries in order to optimise the training courses it offers. We currently serve customers in construction and manufacturing industries. We continuously research these sectors in order to be able to identify the needs and expectations of our current and potential customers. We do this with the view of identifying new products that may be developed to suit those needs as well as to continually adapt our organisation in such a way that we can serve the customers well. We believe in maximum flexibility of training. To that effect, beside standard training courses we offer courses developed to meet the needs of individual companies. In addition to the scheduled training sessions included in the calendar, special sessions for individual companies may be arranged either at BETA’s training facility or at the clients’ premises. In order to be able to achieve customer satisfaction at all times, we have established the Quality Management System in accordance with ISO 9001 which applies to all our services. We view this standard as an excellent framework allowing us to go beyond the mere effective implementation towards continually improving the system in order to enhance efficiency of all its processes. Our Quality Management System does not however include any requirements related to post delivery activities as these are not applicable to us as our clients do not expect any post delivery service and consequently are not being carried out by our organisation Dec'td PR 328 QMS ISO 9001-2015 Lead Auditar Course (17920) Page 3 of 26BETA Quality Manual B Bureau Veritas QUALITY POLICY Customer satisfaction is the focal point of our operations. To this end we have established a quality management system which operates all the processes required to identify those needs and expectations in order to understand what requirements ‘our organisation must meet to be able to provide a training service that will satisfy our customers. We realise that customer training needs and expectations continually change in order to answer the challenges of business development and the changing environment. Therefore we must work closely with our current and potential customers to understand the trends in order to be able to offer a suitable training service ahead of the competition. Those changing circumstances are the challenge that can only be addressed by changing and improving our management system and its processes continually. To this effect we are continually setting new objectives before various units within the organisation. Suitable programmes are being implemented to facilitate achieving those objectives. Deca PR 328 GMS ISO 9001°2018 Lead Anion Course (17929) ——«Page 40825BETA Quality Manual B Bureau Veritas MANAGEMENT. GENERAL MANAGEMENT The Managing Director, accountable to the Board of Directors, has ultimate responsibility and authority to manage the company. The Systems Director ensures that the management system functions according to the requirements. In particular the System Director makes sure that the management system satisfies the requirements of ISO 9001 latest edition. The organisation chart included in the appendix to this manual illustrates the management structure. MANAGEMENT COMMITTEE General The Permanent Members of the Management Committee are = Managing Director | Systems Director — Director of Studies — Customer Relations Director — Administration Director Committee meetings The Management Committee meets regularly every three month approximately, in order to ensure that the quality management system continues to be suitable, adequate and the effective in satisfying the requirements of the standard, for meeting the objective and achieving customer satisfaction. The Managing Director may call an unscheduled Management Committee Meeting at any time. The Meetings are called and chaired by the General Manager. ‘The Managing Director may request department managers or other staff members to participate in the Management Committee Meetings as non-permanent members. Absentees will be recorded in the minutes of meeting. ‘The Management Committee Meeting covers the following agenda: — Review of the minutes of the last meeting and any resultant actions. — Results of internal and external audits. — Nonconformity reports and corrective action taken. - Information on preventive actions taken. — Summary analysis of delegate feedback for the courses. Deeie 'PR 328 OMS 150 800712075 Lead Audior Course (17929) Page 5615BETA Quality Manual B Bureau Veritas = Summary and analysis of customer feedback including complaints and actions taken, = Adequacy of existing quality system and proposed improvements. — Adequacy of existing resources and resources requirements. — Training requirements. — Staff suggestions. — Review of new project plans if applicable. ~ Review of progress of ongoing projects if any. - Any other business. Date of the next Management Review Meeting. The Systems Director is responsible for ensuring that required reports are prepared and circulated to committee members at least one week before the meeting via electronic mail. Minutes are taken by committee members in rotation and are distributed electronically and saved in accordance with archiving matrix. IMPROVEMENT PROJECTS Should the committee identify the need for an improvement project, the following will be determined during the meeting and recorded in the minutes: Project objectives Project team Project leader Milestones and related time scale Unless decided otherwise, as a first stage the team prepares the project plan for presentation during the next Committee Meeting. The project plan must include as a minimum: Project objectives; Identification of units and functions involved; Execution plan detailing objectives and targets for the units and individuals involved in the project and related time scales for completion; Estimated cost and other resources required. The Project Leader circulates the plan to all members of the Management Committee via internal E-mail at least one week before the next meeting. The Project Leader will then present the project plan during the meeting for Committee decision. CURATIVE, CORRECTIVE AND PREVENTIVE ACTION. The Company's quality system requires that prompt and effective action is taken in all cases where nonconformanee related to the training service, material and equipment used or to the Quality Management System is found. Becta "PR 928 GMS ISO BO0T:207S Lead Autor Course (17925) Page 6012BETA Quality Manual B Bureau Veritas All nonconformities discovered are reported to the respective department's manager who decides what curative measures can be taken to avoid or minimise any adverse impact on training quality. In addition to immediate cur ion, the reasons for occurrence of the nonconformity are thoroughly studied, so that the root cause can be determined. Results of such investigations are recorded. The department manager must then analyse the costs of corrective action and the potential consequences of recurrence of the problem. f it is believed that taking the proposed corrective action is not financially viable the matter is referred to the Managing Director for final decision. The actions in all cases must be commensurate with the magnitude of the problem. The Department Manager monitors the implementation of corrective actions. Any permanent changes resulting from corrective actions taken are reflected in the appropriate system documents. The procedure also requires that available information be studied in order to detect, analyse and eliminate potential causes of nonconformities. Personnel are encouraged to indicate the areas where potential nonconformities may ‘occur and report such situations to the management representative. Any suggestions on possible improvements to the quality system are also welcomed from alll staf. Such suggestions are directed to the relevant Department Managers or to the Service Quality Department. See document Q 1200 Procedure for Corrective & Preventive Actions Deco "PR 326 GUS ISO BOOT-20TS Lead Rudior Course (W702) Page 725BETA Quality Manual B Bureau Veritas CUSTOMER RELATIONS DIVISION Customer relations cover the following activities. MARKETING The task groups organised by the Marketing Manager carry out market research and analysis. The task groups analyse identified areas to determine the trends in customers’ needs and expectations. The results of this analysis are used as a feedback for: + Establishing the training calendar; + Development of new training products, and + Identifying new requirements for the management system. See document CR 01 - Marketing Manual. SALES AND BOOKING Individual customers normally require information and/or booking for one of the scheduled courses. They are therefore referred to the Sales and Booking Office. The Sales and Booking Office also handles organisations requiring incidental bookings. ‘As most of the inquiries and bookings are made over the phone the Sales and Booking Office has an automatic queuing system that allows the callers to move up the queue until one of the service advisors becomes available. Service advisors answering the call determine what the customer requires and verify the availability of places using the computerised system ARIADNA. Firm bookings are only available against full payment for the course. Customers wishing to make payment by credit or debit card may make definite booking over the phone. ARIADNA allows accepting such payments. Prior to accepting payment, Service Advisors reconfirm the details of the requested booking and inform the client of the cancellation policy. ARIADNA will also prompt the Service Advisor to establish any special needs of the trainee such as disabilities, diet requirements etc. If the Service Advisor is unsure if any of the special needs may be catered for the Students Welfare Department must be contacted. Upon acceptance of a booking ARIADNA will generate the booking confirmation (covering also confirmation of any special requirements) which will be sent by the system via e-mail or fax. For clients who do not have e-mail or fax facilities a hard copy of the confirmation sheet will be sent via post. Customers wishing to use a different way of payment (cheque or bank transfer or cash payment) may make a provisional booking and will be sent a registration form. Provisional bookings must be reconfirmed with the payment at least two weeks before Dec's ‘PR 328 OMS ISO 8007.2016 Lead Auditor Course (17929) ‘Page 8 of 25BETA Quality Manual B Bureau Veritas the starting day of the course. If no payment is received ARIADNA will automatically cancel the booking. Written enquiries will be handled similarly except that ARIADNA will generate a standard offer letter that will be sent together with the booking forms. On receipt of written bookings and payment the Service Advisor will enter the details onto the system, Two weeks before the course ARIADNA automatically generates the final delegate register, which includes any special requirements. See document: CR 02 ARIADNA Manual. MAJOR ACCOUNTS The Major Accounts Department handles organisations using our services regularly. Each Account Manager's has a number of regular customers to serve. It is the Account Manager's responsibility to maintain close liaison with his/her clients and to make sure that they are aware of all services available from BETA. Account Managers also handle any inquiries and orders from those clients Scheduled Sessions Inquiries and orders for participation in scheduled training courses are handled using the booking subsystem of ARIADNA. Closed Sessions Closed sessions are those organised for single customers. These may be arranged at BETA's facility or at the customer's premises. ARIADNA has a subsystem allowing scheduling of closed sessions which takes account of the availability of tutors, classrooms, workshops, labs and student welfare facilities, In the case of closed sessions, dlients are requested to supply the list of participants with details of any delegate’s special requirements. Special forms are available in hard copy for the clients who do not use the on-line registration facility made available by BETA to all regular customers. Customised Training Sessions All inquiries or requests for customised or special training are forwarded to the Research and Development Department who will assess the possibility to develop and provide the requested training and estimate the development cost and time frame. The Account Manager will organise the communication with the client to ensure that complete information on customer expectations can be obtained for this, purpose. ‘Becta BR 328 GMS 150 09007-2075 Lad Aaator Course (17025) Page dorsBETA Quality Manual B Bureau Veritas The Account Manager then prepares proposal that includes a preliminary session schedule derived from ARIADNA. All proposals include a deadline for acceptance beyond which the proposed schedule can not be guaranteed. Should the proposal be accepted a Project Management Team is formed which includes the Account Manager, Development Co-ordinator and a representative of the relevant training department. This team is responsible for the whole project. The Research and Development Department carry out the actual development work. A list of participants is obtained as for the standard closed sessions. Customer Feedback Within two to three month from completion of any training service the Account Manager contacts the customer in order to gather the feedback on how the customer assesses the quality of service. The Account Manager will normally arrange for a meeting with the liaison person but should this not be possible, will send the questionnaire See documents: CR 02— ARIADNA Manual CUSTOMER COMPLAINTS Our procedures require that customers’ complaints whether written or verbal are recorded and reviewed by authorised personnel to establish if they are justified. In the case of unjustified complaints, a reasonable explanation will be offered to the customers. All justified complaints are subject to analysis in order to determine immediate curative action, as well as to establish the root cause of the problem in order to implement suitable corrective action. The customer must be notified of immediate curative measures as well as informed what corrective action will be taken to avoid recurrence. Controls have been established to ensure that customer complaints are timely and effectively processed. ‘See documents: Q 1200 - Procedure for Corrective & Preventive Actions Doce 'PR 328 GMS ISO 8001:2075 Load Aurlor Course (17829) Page 100125BETA Quality Manual 6 Bureau Veritas TRAINING DIVISION RESEARCH AND DEVELOPMENT General The need to develop the new courses may arise from: A Specific customer requirement + Results of market research © Other initiative, Requests for the new developments are submitted to the R&D Manager who appoints the Project Leader. gabe Project Leader prepares the estimate of the development and the initial development plan that contains: _-+ Project team * Summary of leaming objectives and all the other requirements including the statutory, regulatory and otherwise legal requirements + Identification of development milestones and time scale for completion + Review, verification and validation methodology «List of required output documents. The R&D Manager or the Managing Director, according to authorisation level, approves the cost estimate and plan for implementation. In the case of a specific customer request the cost estimate and time scale for development is given to the Account Manager for preparation of a suitable proposal. Development Once the project is given the go ahead, the development work commences with a review meeting when the whole team reviews input information to ensure that it is complete and clear. During the meeting the team normally decides the schedule for further project review meetings. All meetings and decisions taken are minuted. Output documents _ utput documents, which must be approved prior to issue by the R&D Manager, Minclude: > Course leaflet “Student Notes _#” Tutor Manual containing students notes and any instructions needed to ensure a standardised method of presentation Boots 'BR 328 GHS ISO 8007-2076 Load Autor Course (17829) Page ToBETA Quality Manual B Bureau Veritas A Slide set os Exercise handouts Course appraisal form _*” Delegate assessment sheet (for assessed courses only) “#” Selection of examination papers (for assessed courses only) J” Specification of equipment and materials required. Moderation of delegate assessment Where assessed courses are subject to statutory and regulatory requirements the assessment methods and the examination papers will be reviewed to ensure their moderation against (compliance with) the applicable standard. Final revie The final draft of the complete courseware or any completed modules is reviewed by the Lead Discipline Tutor who verifies whether the course will meet the requirements, The results of review are within the DOCS system Pilot presentation Upon satisfactory review by the Lead Tutor a pilot presentation of the course or selected modules is organised and attended by the R&D Manager, relevant Direct, Training Department Manager, Discipline Tutors and Project Team. The pilot presentation is followed by a discussion, and each participant is requested to complete a course appraisal form The Project Team reviews the feedback from the pilot presentation to determine if any changes are needed. If changes are not required and the team is satisfied that the newly developed course is able to fulfil the specific learning objectives and all other requirements, then itis approved by the R&D Manager. Updating the training courses Analysis of the delegate and customer feedback, results of presentation monitoring, yanging circumstances and progress within the discipline may necessitate updating the course material. Individual tutors may also propose changes. Minor updates required will be reviewed and approved by the Lead Discipline Tutor and, upon his/her recommendation, approved by the R&D Manager. Major rewrites are done in the same way as for the original development including a pilot presentation as appropriate. The original material constitutes part of the input information for redevelopment. ‘See document: SD 05— DOCS Manual PRESENTATION OF TRAINING COURSES Becte ‘PR 320 GMS ISO 8007-2075 Lead Autor Course (17929) Page 12 ofSBETA Quality Manual B Bureau Veritas Training courses are presented in accordance with guidelines included in the applicable tutor manual. Tutors ensure that the delegates sign the attendance register, _ Where an examination is performed, at least one tutor must be in attendance during the exam. Once all course records are completed, the tutor submits them to the Registry for further processing. Doce "PR 28 OMS ISO BOOT:207S Load Audion Course (17925) Poge T30fBETA Quality Manual B Bureau Veritas ADMINISTRATION HUMAN RESOURCES Recruitment The company is an equal opportunity employer. All advertisements whether made by BETA or on its behalf by employment agencies must make clear reference to the ‘equal opportunity policy. Each function in the organisation has an individual job description that identifies the qualification requirements for the job. These outline the profile of the person as well as any formal education, training and experience requirements. All new personnel are given induction training, which will include: * introduction to the employee's function in the company + explanation of how the job contributes to achieving the high standard of service and customer satisfaction * introduction to the Company's Quality System + detailed introduction to any processes or subsystems that the employee will be involved in introduction to health and safety rules the employee's own responsibility for quality For tutors the ab initio training also includes: * one observation of the presentation core course for the discipline * atleast one shared presentation of the core course. A record of this training must be signed by the employee and kept in the employee file maintained by the Human Resources Department. Annual Interviews and Further Training ‘The company operates a system of annual interviews that covers all employees. The interview is conducted with an employee by an immediate superior on each anniversary of employment. The interview covers as a minimum the following: + Joint assessment of employee's performance * Job satisfaction + Review of effectiveness of any previously provided training * Any further training requirements and suggestions. The reports from annual interviews are filed in the employees’ personal files. Department managers may also submit to the Human Resources Manager any additional requests for staff training that may arise from changing circumstances. Doce ‘PR 326 QMS ISO B00T-20TS Lead Auditor Course (17825) Page 401 25BETA Quality Manual 6 Bureau Veritas At quarterly intervals the Human Resources Manager reviews the personal files and any extra requests and prepares a résumé report for the Management Committee which outlines the effectiveness of the staff training programme, identifies new training needs and contains suggested amendments to staff training plan. Upon approval by the committee, the HR Department implement the training plan See documents: Personal Files Employee files are kept for the duration of employment plus five years. They contain all relevant records related to employment including those required by Labour Law. ‘See document: HR 05 ~ Personal Files HR 2000- Procedure for Human Resources HR 3000- Procedure for Training & Awareness FINANCE The Finance Department is responsible among others for issuing invoices to the customers and for following-up the payments. This activity is covered by ARIADNA. Other functions of the Finance Department are covered by Financial Instructions that are not integrated within QMS. ‘See document CR 02— ARIADNA Manual Deco BR B28 GMS ISO BOOT-207S Lead Auclior Course (17928) Page 15015BETA Quality Manual B Bureau Veritas PROCUREMENTS AND STORES This department covers all purchasing of fixed assets and material control. Purchasing When purchasing materials and services, the Company attaches critical importance to evaluation and selection of subcontractors, communication of requirements to subcontractors, and receiving, inspection and verification of purchased products. ‘The procedures have been established which ensure that: ‘* Only suppliers included in the approved list are used, and the mechanism for selection of new suppliers is in place. Selection criteria are defined and allowance has been made to approve vendors based on trial orders or samples. * The performance of approved suppliers is monitored and recorded. * Purchasing documents clearly and completely describe ordered products and the quality requirements. * Where appropriate pre-shipment verification arrangements and authority to release the product are clearly notified to the subcontractor. * Purchasing documents are reviewed and approved prior to release. Stores All materials shall be handled in a way that prevents damage and deterioration during storage, processing and delivery. Where appropriate, special equipment will be used to transport materials from point to point. Material control is accomplished using a computerised Stock Control System. A designated area is provided for incoming materials. All subsequent movement of materials is subject to satisfactory receiving verification and is controlled through the application of the established procedure and defined authority levels. tems are stored in designated areas in accordance with the rack/bin allocation plan with the following main categories: Equipment Measuring and testing instruments Consumables Stationery Course manuals Customers’ items The issue and receipt details of all material and equipment in stores is recorded in the system to ensure that product usage can be accounted for and to ensure that adequate stock levels are maintained. When the quantity of an item falls below such levels, the purchase requisition is automatically generated by the system Deco "PR 928 QMS ISO 001-2015 Lead Auior Course (17928) Page 16 of 25BETA Quality Manual B Bureau Veritas Equipment is inspected upon return to the stores and any damages or matfunctioning is reported in writing to maintenance. Stores receive and issue items belonging to customers and provided for training purposes in accordance with the standard procedure. Any loss or damage is reported writing to the relevant Account Manager who advises the client accordingly. Where appropriate, products are stored in a manner that enables them to be issued on a first in first out basis. During the annual stocktaking, the store supervisor verifies the physical condition of individual items. The concerned personnel are responsible for identification, recording and immediate reporting of any unsuitability, damages, deterioration or other non-compliance of materials or equipment. Such instances are reported to the Stores Manager or Maintenance Manager, as appropriate, who will decide the course of action Procedures provide for suitable identification of nonconforming products to prevent unintended use. The procedures require that, apart from immediate disposition, the reasons for product nonconformities be analysed to determine the corrective actions required in order to avoid recurrence. Bees ‘BA 328 ONS ISO BOOT-ZOTE Lead Rudior Course (17923) Page 17 ofBETA Quality Manual B Bureau Veritas ‘STUDENT WELFARE The Student Welfare Section operates the reception desk and ensures that students are adequately taken care of. The responsibilities of the section include’ supervision of canteen (operated by a contractor), arranging accommodation where required, assistance in travel arrangements, assistance with immigration formalities for foreign students There is a permanent nurse in attendance to ensure that adequate first aid is provided. The Student Welfare staff receives from ARIADNA any information on students’ disabilities, dietary and any other special requirements and ensures that they are provided for. Any incidents involving injury of students are logged and, where applicable are advised to the sponsor. Reception On arrival all students report to reception and sign the register. Any absenteeism of students who are not self-sponsored is reported by reception to the relevant Account. Manager who notifies the sponsor by e-mail or fax. See documents: CR 02 - ARIADNA Manual MAINTENANCE Maintenance The annual maintenance programme is prepared and followed to ensure that all equipment and facilities are adequately maintained. Measuring and Testing Instruments Where the accuracy of inspection, measuring, and test equipment used during training is important for the learning process, such equipment is controlled and is maintained on a regular basis. The Maintenance Department keeps a calibration schedule for all such equipment. The measuring and test equipment is subject to either external calibration by independent bodies or in-house verification by qualified personnel. Beco "PR 328 GMS ISO BO0T-2OTS Lead Aor Course (17923) Page 180f 25BETA Quality Manual B Bureau Veritas Results of calibration are recorded and the Maintenance Department keeps records. Calibrated equipment that is suitable for use bears a calibration sticker showing the next due date. Calibration certificates! records provide traceability to national or international standards. Defective equipment is taken out of service for repair or disposal. If defective equipment was used during a course, the effect on training results will be assessed. See Documents : Q1850- Procedure for Calibration of Test Equipment Desie ‘PR 326 OMS ISO 90072075 Lead Autor Course (17029) Page 1 of 5BETA Quality Manual B Bureau Veritas SYSTEMS DIVISION SERVICE QUALITY Delegate and Client Feedback. A Service Analyst prepares quarterly summary reports based on: * course appraisal forms filled in by students prior to completion of the course * customer feedback from major accounts, and. ‘+ delegate surveys as outlined before Every three months ARIADNA draws a sample of 10% of students who have completed the training courses approximately six month earlier. The system will generate customised letters asking the delegates to complete and return a questionnaire aiming at assessing to which extent the course helped the participant to develop the required skills and achieve job satisfaction. An incentive scheme is in Place to encourage delegates to respond. The Service Analyst prepares relevant summary reports. ‘The summary reports contain the analysis of trends and are prepared using simple software. Both reports are circulated to the Director of Studies, relevant department managers and the Research and Development Manager for comments. Reports with comments are presented to the Management Committee. Audit Programme Procedures have been established which ensure that all processes of the Quality Management System are regularly audited. The Service Quality Manager prepares an annual audit programme in the Lotus Notes environment. The schedule is prepared on the basis of the status and importance of the activities and taking into account the results of previous audits. The audit programme is constructed in such a way that both individual audit results and collective results of the programme allow to determine if the Quality Management ‘System continues to comply with ISO 9001 (latest edition). Upon approval by the ‘Systems Director the audit schedule is circulated electronically to all concermed Audits are prepared and planned by the auditors. The audit plan ensures that the processes in given area and their interactions are assessed to verify their effectiveness in producing the required results. Programme planning ensures that in all cases the auditors will be independent from the persons responsible for the area being audited and will not be involved in the work being audited. Beco "PR 328 OMS ISO 8001:2015 Lead Audion Course (17028) Page 20 ofBETA Quality Manual B Bureau Veritas All nonconformities discovered during the audit are recorded separately and an Audit Report is prepared. The results of the audits are communicated to the respective department managers, who are responsible for carrying out the agreed corrective actions within the time limit agreed. The procedure requires that the implementation and effectiveness of corrective action is verified by a follow-up audit, which is initiated by the Service Quality Manager. The Quality Manager submits the audit results to the next Management Review Meeting. This information is evaluated to assess the effectiveness of the quality system and to determine if any improvements in the system are required. See document: Q 1200- Corrective and Preventive Action Procedure Course Presentation Tutor Performance Monitoring The System Quality Manager in co-operation with the Director of Studies prepares within the Lotus Notes environment (Subsystem MONITOR) a programme for visiting the courses by Lead Tutors in given discipline. As a minimum each tutor must be visited once per year and each type of course must be visited at least once a year. Subsystem MONITOR allows to optimise the schedule to minimise the number of man-days. The relevant Department Manager and Director of Studies visit courses run by Lead Tutors. The visiting tutor prepares a report in the MONITOR database. The report is electronically sent to the visited tutor for comment and then to the relevant Department Manager for comment and recommendations. The Analyst in the Service Quality Department prepares a summary report for the Management Committee. Individual trainer reports are electronically transmitted to the Human Resources Department for filing. See document: Q 1200- Corrective and Preventive Action Procedure Co-ordination Service Analysts are also involved in gathering and analysing any feedback and Suggestions from staff members that can not be immediately directed to any of the line managers. A summary of such information is submitted to the Management Committee. IT SUPPORT Deets ‘BR G6 GMS ISO ODOT 2OTS Lead Auditor Course (17929) ~ Page 21 ofBETA Quality Manual B Bureau Veritas The function of IT Support is the maintenance of hardware and software used within the company. The department ensures that all databases are backed up at 17:30 hrs every-day. It is also ensured that all computers, including any portable equipment, have the latest version of the best available antiviral software. LIBRARY. The function of the library is: + Maintenance of professional literature. * Subscription and maintenance of legislative and regulatory documents as directed by the company's legal advisor. + Maintenance of the master set of courseware and any related forms. + Maintenance of any required standards through BSI Plus system * Control of quality system documents. Document Control The staff in the library is responsible for overseeing the Lotus Notes based document control system DOCS. The quality system internal documentation includes, in order of precedence: ‘The Quality Manual, Procedural Documents where needed, Tutor Manuals, Delegate Notes and Handouts, Forms. All internal documents are maintained in electronic version within the DOCS system. The system ensures that: * All documents are reviewed and approved prior to being made available to the users. The approving authority for each document is identified by the two-letter prefix in the document number. + All changes to documents are reviewed and approved by the same functions as the original documents, and are available to all qualified users. * Obsolete documents are archived and are not accessible to users. * Documents are reissued after a number of changes have been made. The DOCS System Administrator ensures that the list of authorised reviewers and users for each document is kept up to date as directed by the System Director. Deco 'PR 328 GMS 150 8007:2078 Lead Rudior Course (17025) Page 22 oF 25BETA Quality Manual B Bureau Veritas The System allows users to submit change requests that are automatically e-mailed to the authorised reviewers. Once a reviewer approves the change, the old version is automatically archived and the new version becomes current. ‘Tutor Manuals are produced in hard copies and are issued to tutors against signature ‘on the distribution list. Students’ manuals and handouts are ordered from the company's printers. The Library staff co-ordinate with the Procurement Department to ensure that the printers are issued with the current version of the documentation (soft copy). The Quality Manual may be reproduced for commercial use or prequalification purposes. Such distribution will not be controlled. See document: SD 05 - DOCS Manual Q 1400- Procedure for Control of Documentation REGISTRY Course Certification After completion of the course all course records including: Delegate register Attendance lists Marked examination papers (where applicable) Delegates assessment sheets (where applicable) Course appraisal forms are submitted to the Registry. Course Registrars enter the relevant data into the database within ARIADNA, which will automatically generate appropriate certificates or notification of failure. Certificates and notifications are being sent directly to the clients, The Course Registrar also prepares the course appraisal summary, which is ‘sent to the Service Analyst in the Service Quality Department. See document: CR 02- ARIADNA Manual Archives Most of the records are maintained in electronic form and are automatically indexed, All electronic records, unless otherwise stated in the procedures, are maintained for a period of five years, whereupon they may be deleted at the discretion of responsible managers. Bee PR 32 GMS 150 9007 2075 Lead Austr Course (17928) Page 23 of 25BETA Quality Manual B Bureau Veritas Individual course course has an indi ‘cords are archived in hard copy for a period of three years. Each idual file indexed by the course number. All other hard records, except personnel records, are kept for the period of five years and are filed in the archives. Records may not be removed from the archives unless a receipt is issued. All working files must be transferred to Archives as soon as the job is done. Upon expiry of the retention period the records are shredded unless any interested party has requested the storage be prolonged. When contractually required, the customer shall be afforded access to the quality records pertaining to the contract. See document: Q 1600 -Procedure for Control of Records Deca ‘PR 328 GMS ISO B00T-207S Load Auditor Course (17025) Page 24072592 40 $2 260d (62624) esinog Bure) soNpny pee7 S4.02:1006 OSI SND 8zE Ue 61.290 quowidojenag @ yoseasoy quounedag sips seIndwog queuniedeg Buneou)6ug [AID soi0yg @ wowsIND014 aoueuy seoinosoy uewnH quawnedeg, Sujjaeu6ug eo1ueyson, hen quawpedag uopeuewnssuy sjunosoy sofew 22140 Buyoog 8 Soles woddng 41 quoumredag 21u0n99/3 Auienp 921005 quounedog 12919013 mens] [lameenena [sense Suno en 20}9011g SWO}SKS 40}9011g BulBeueW ey uojesiuebic :xipueddy ‘spjiiag nbaung pono on VTE92 10 92 abeg (62624) esinog Byujess soypny pee? S102:L008 OS! SNO BzE Yd _ 61.980 quawaseuew Pentetcats Posie reals] BTesers le] 3010 PeoH somuag noaaAg Tonio Sapond KaaProcedure Manual Beta Training.BETA Training - Procedures TABLE OF CONTENTS Q-1400 Procedure for Control of Documentation, Q-1600 Procedure for Control of Records (Q-1850 Procedure for Calibration of laboratory equipment Q-1500 Non-Conforming output Procedure Q-1200 Corrective & Preventive Action Procedure Q-1100 internal Auditing Procedure Q-1000 Procedure for Management Review HR-3000 Training and Awareness Procedure HR-2000 Human Resources Procedure Poge 206 19BETA Training - Procedures PROCEDURE uve REVISION CHANGES: Q-1400 REV.A Q-1600 REV.A 2.1850 REV.A - 2.1500 REV.A Q-1200 REV.A Q-1100 REV.A Q-1000 - REV. A HR-3000 | REV. A HR-2000 | REV.A Page 30f19BETA Training - Procedures PROCEDURE FOR CONTROL OF DOCUMENTED INFORMATION ] Q-1400 | REV.A RESPONSIBILITY / AUTHORITY It is the responsibility of the Systems Director to maintain the Quality Manual, associated procedures, and instructions. SCOPE ‘The scope of this procedure covers all controlled documentation utilized at Beta Training for the production and distribution of machined components. PURPOSE ‘The purpose of this procedure is to provide for a system and instructions, and to assign responsibilities for establishment, review, authorization, issue, distribution, and revision of controlled documents. APPLICATION This procedure applies to the following categories of documents: © Quality manual; Operational procedures; Work instructions; Standards and other technical reference materials; ‘All documentation related to design and development of courses which are of confidential nature and considered as intellectual property of Beta Training. Special Controls are provided for restricted access of these documentation This procedure concerns all departments. PROCEDURE Identification Documents are normally identified by their title, number, date of issue, revision level, identification of the issuing authority, and approval signature. Work instructions posted on walls, or otherwise displayed at classrooms, computer workstations, are dated, authorized, and identified with a revision level. When revised, obsolete instructions are removed and new versions are affixed in their place. Page 4 0f 19BETA Trai Establishment of initial issues and revisions Personnel at all levels are encouraged to identify the need for, and propose issue of new procedures, work instructions and additional product-related documents. All personnel are also encouraged to critically evaluate the documents they use and request revisions to correct errors and inconsistencies. Documents must be readily understandable by those Who are expected to use them. Heads of the Department along with input from operational personnel can request the issue of @ new document or revision of an existing one. Prior to issue and release, documents are reviewed for adequacy, correctness, and conformity to quality policies. A document is considered to be formally issued when it is authorized and approved for release by the issuing authority For electronic documents (Course design records, teaching plans, course material, presentation material etc) are approved and authorized by the Managing director. Only the current version of the program is available on the network, system is backed on 2 daily basis. Revisions Changes to documents are reviewed and approved by the same function or department that approved the initial document, unless specifically designated otherwise. Revision of a paper document is considered to be formally issued when it is authorized with the required approval signatures. Revision of an electronic document is issued when the revised document is posted on the network. Placement of initial issues and revisions The quality manual and operational procedures will be maintained in the Systems Directors office. All personnel have access to the manual and procedures; no copies of the manual or procedures will be permitted. Departmental procedures and work instructions are placed at workstations affected by the document. Documents directly related to specific products and processes ate distributed to document stations in production areas or, for custom orders, are enclosed with the production work order. Revisions of documents ate distributed to the same personnel and locations as the original issues. Every copy of a revised document is distributed with a cover sheet that contains a change brief describing what has been changed and what is new. The cover sheet also contzins a note instructing the recipient to remove and destroy the old, superseded version of the document. Maintaining unauthorized files with superseded revisions of controlled documents is prohibited. All obsolete documents are removed from use and destroyed. Electronic documents are posted on the network and are available for viewing and printing Page $ of 19BETA Training - Procedures from relevant computers and terminals. When a document is revised, the old edition is taken down from the network and is substituted with the revised document. Master list ‘The Systems Director maintains the master list of all issued documents. The list identifies ach issued document by Its title, number, date of issue, the last revision level, and distribution (if not otherwise provided). PROCEDURE FOR QUALITY RECORDS 1600 | REV.A RESPONSIBILITY /AUTHORITY ‘The appropriate department heads will control all records with all employees authorized to complete records associated with the execution of verification activities and production. SCOPE This procedure applies to all records demonstrating conformity of products and the quality system, and in particular records listed in the records matrix. PURPOSE ‘The purpose of this procedure is to provide for a system and instructions, and to assign responsibilities for establishing, storage, and retention of quality records. APPLICATION This procedure concerns all departments that establish and maintain records. The records ‘matrix lists the relevant departments for each type of record. PROCEDURE General Quality records provide the evidence that finished products conform to specifications, and that the quality system is operated in accordance with documented procedures and that it is effective, Where required, records also include tractability information. Establishment of records Records are normally established by personnel directly involved with the task, operation, or activity whose results need to be recorded. Specific record formats are usually prescribed by procedures that call for their Page 6 0f 19BETA Training - Procedures establishment. These can be forms, reports, minutes of meetings, sign-offs or stamps placed on other documents, and so forth, {As the company transitions form paper to electronic systems, growing number of records are being established and maintained in electronic media. These may be in the form of text documents, spreadsheets, databases, and specialized software. Identification Records identify or reference the product, person, or event to which they pertain, Records are dated, and identify the function or person who established the record. Indexing and storage Records are indexed and grouped to facilitate their retrieval. Binders, drawers, cabinets, computer disks and tapes, etc., containing records are clearly labeled with identification of thelr content. Records are normally stored by the same department that initially established the record. Records are stored in a dry and clean locations. Records and other quality documents may not be stored in private desk drawers or other obscure locations that are not generally known. Electronic records are regularly backed up. QUALITY RECORDS MATRIX The records matrix (Form 01) contains the controls of specified records in identification, storage/location, access, retention time and disposition, Page 7 0619BETA Training - Procedures Calibration of measuring and Test resources | [@1s50 REV.A Purpose: This procedure will help to establish gage calibration practices. It will also describe the frequency of calibration and the tractabilty of calibration, Procedure: This procedure applies to all equipment and instruments purchased for the laboratory and demonstration purposes as part of the training courses. These equipment include electrical and civil engineering tools, meters, instrumentation A certified outside contractor calibrates all these equipment biannually All calibration information is recorded into the Calibration Logs, which are stored and controlled using the Systems department's computer system. The Calibration Log is used to track Calibration frequency. Also the log is used to track any equipment with calibration problems. If an equipment falls out of calibration it will be noted in the calibration log. If the System director feels it is necessary he/she can change the frequency of the calibration. Procedure for NON-CONFORMING Outputs | Q-1500 | REV.A PURPOSE ‘The purpose of this procedure is to provide for a system and instructions, and to assign responsibilities for identification, documentation, and disposition of nonconforming and suspect products. APPLICATION This procedure applies to all course design outputs, purchased materials, teaching assignments, marked papers, examination results and final student score cards PROCEDURE Page 8 0f19BETA Training - Procedures General Beta Training Ltd has established processes to verify, monitor and measure products and processes at various stages. This includes new courses developed, student evaluation process, client feedback process, etc Identification and documentation ‘The non-conforming process outputs ( which are documents) are identified with a red colored folder with all non-conforming outputs placed inside it and suitably identified ‘Appropriate documentation are retained for the non-conforming outputs Nonconformity review, Containment, Corrections & Corrective Action + Design & Development outputs: Design Director is responsible for this activity. He reviews the non-conforming design outputs on 2 project by project basis and suitably decides on whether to discontinue the project/ rework on the project and corrective actions thereof. ‘+ Results of students and related documents of Customized training, Closed trainings and scheduled training: Director of studies is responsible for this activity. She reviews on a monthly basis all the results of all types of courses and decides on various actions. ‘= Student and client feedback : System director is responsible for this activity. He reviews tthe results of all Kinds of student feedback and decides on various actions Control of repaired and reworked outputs: Rework is done for students who fail in the course assessments. Students are provided with special coaching and allowed to re write the examination as per Beta's Policy and re evaluated Non-Conforming research and development outputs are generally reworked to meet client requirements. Non Conforming training delivery, which are reflected by poor feedback by students and client are specially treated at the Managing directors level. Page 9 0f 19BETA Training - Procedures PROCEDURE FOR CORRECTIVE & PREVENTIVE _‘| ACTIONS PURPOSE The purpose of this procedure is to provide for a system and instructions, and to assign responsibilities for initiating, requesting, implementing, and checking the effectiveness of corrective and preventive actions. APPLICATION This procedure applies to preventing and correcting nonconformities related to all those Process outputs, as outlined in our procedure for Control of Non-Conforming process outputs,system deficiencies as reflected from internal audits and other sources and customer complaints PROCEDURE Preventive actions Preventive actions are implemented where there is an increased risk for potential nonconformity. The need for a preventive action is identified on the basis of information regarding capability and performance trainers and laboratory staff, adequacy of existing procedures and work practices. Director of Studies and System Director are jointly responsible for implementation of Preventive Action procedure Preventive actions are initiated when quality performance data indicates that there are trends of decreasing quality capability and/or effectiveness of the quality system. For example, it may be increasing incidence of student failure or increasing unapproved courses by clients or increasing number of audit findings against the same element of the quality system or department. When a problem requiring preventive action is identified, the process of dealing with the problem follows the same steps that apply to corrective actions, as described in this procedure for Corrective Actions, Requesting and Processing CARS, In subsequent processing stages both types of actions are referred to as corrective actions. Page 10 of 19BETA Training - Procedures Corrective actions Corrective action requests (CARs) can be directed to the Beta’s internal departments. Initiation of a CAR may be proposed by anyone in the organization, but Service Quality manager is the single point responsible for handling all CARs Requests to initiate a CAR are made in writing to Service Quality department or Systems Director. Requesting and processing CARS (applies also to preventive actions) Corrective and preventive actions are requested using the Internal CAR form, Upon receiving a request for corrective action, the responsible departmental head investigates the cause of the problem that initiated the request, proposes a corrective action to be taken, and indicates the date by which the corrective action will be fully implemented. The party initiating the request reviews and approves the proposed action. ‘On, or immediately after, the due date for implementation of a corrective action, Service Quality Manager or Systems Director follows up with an inquiry or an audit to determine if the corrective action has been implemented and if itis effective. When there is objective evidence that the corrective action is effective, the CAR can be closed out. If more work is needed to fully implement the action, a new follow-up date is agreed upon. - Page 11 0f 19BETA Training - Procedures INTERNAL AUDITING PROCEDURE Q-1100 | REV.A PURPOSE ‘The purpose of this procedure is to provide for a system and instructions, and to assign responsibilities for conducting internal quality audits. ‘APPLICATION This procedure applies to all activities comprising the quality system. This procedure directly concerns Service Quality Department and Systems Department and to all departments, PROCEDURE Internal quality audit plan Service Quality Manager and Systems Director is responsible for planning and scheduling internal quality audits. Each activity/department is audited at least once a year. In addition to the annually scheduled audits, certain activity/departments are selected for more frequent auditing, depending on their status, importance, and past compliance history. The audit plan is a matrix with the vertical side listing all activities of the quality system and the horizontal side listing departments where the quality system is implemented. Thus, fields in @ column represent activities that take place in the departments. Not all fields are relevant. For example, Product Monitoring and measurement field are not relevant in the Human Resources department (location). Fields that are not relevant are crossed out. A field at the intersection of a relevant activity and location represents an auditable activity/department The internal auditing plan schedules dates and assigns audit teams for all auditable activity/departments. The internal audit plan is synchronized with management reviews of the quality system (refer to The Quality Manual, Management Review), so that results of an auditing cycie are available for the management review meeting. Audit team Personnel assigned to carry out internal audits are independent of those having direct responsibility for the audited activity. If there is no conflict of interest, it is usually the Systems department that conducts the audits. Page 12 0f19BETA Training - Procedures Activities that are the responsibilty of Quality Assurance are usually audited by Engineering or other executive managers. Personnel from other departments are encouraged to familiarize themselves with auditing techniques and participate in the internal auditing program as assisting auditors. Internal auditors are trained by the Service Quality manager. Quality Assurance maintains a library of publications, articles, and standards instructing in auditing techniques, and auditors-in-training are required to use the library for self-study. Training and/or use of the library are recorded in personnel training records maintained by Quality Assurance. Preparing for audit Auditors prepare for an audit by fully familiarizing themselves with the ISO 9001 standard, refreshing their knowledge of the quality manual and relevant operational procedures, reviewing nonconformity reports and corrective actions files, and preparing questions and checklists. Conducting and reporting the audit ‘The manager responsible for the area scheduled for aucit is contacted at least one week in advance with the proposed audit date. The manager responds with a confirmation, or proposes an alternative date. While conducting the audit, auditors seek objective evidence demonstrating whether the audited activities conform with the requirements of the documented quality system, and whether the system is effectively implemented and maintained. When a nonconformity is noted, it is brought to the attention of, and discussed with, the responsible manager. Before the end of an audit each noted nonconformity is documented using the Audit Nonconformity Report form (a model of the form is enclosed in the documents titled Beta Records and formats). Auditors fill out only the first part of the form, describing the noted nonconformity. The form is then handed over to the responsible manager who uses its second part to propose a corrective action Corrective action and follow up ‘Once a nonconformity is identified and documented, upon receiving the report, the responsible manager investigates the cause of the problem noted as a nonconformity, proposes a corrective action to be taken, and indicates the date by which the corrective action will be fully implemented. The auditor reviews and approves the proposed action. On, or immediately after the due date for implementation of corrective action, the auditor follows up with an inquiry or an audit to determine if the corrective action has been implemented and if it is effective. When there is objective evidence that the corrective action is effective, the nonconformity report is dosed out. If more work is needed to fully implement the action, 2 new follow-up date is agreed upon. Page 13 of 19BETA Training - Procedures Documentation and record Internal audits, implementation of resulting corrective actions, and follow-up audits are documented using the INTERNAL AUDIT NONCONFORMITY REPORT form, Part 1 of the form contains a description of the nonconforming condition, Part 2 contains the proposal for a corrective action, and Part 3 is reserved for the follow-up audit and closeout of the report. Pending nonconformity the auditor who initially issued the report keeps reports. Storage location and retention period for closed-out nonconformity reports are specified in Procedure Q1600, Control of Quality Records. ‘At the end of an auditing cycle, all nonconformity reports established during the cycle are compiled and analyzed, and are presented at the management review meeting. | PROCEDURE FOR MANAGEMENT REVIEW Q-1000 REV. A PURPOSE ‘The purpose of this procedure is to provide for a system and instructions, and to assign responsibilities for conducting PERIODIC planned reviews by the top management. This procedure applies to all activities comprising the quality system. This procedure directly concerns the Top Management/ management Committee, and is indirectly relevant to all departments, PROCEDURE Planned intervals ‘System director is responsible for planning and scheduling management reviews. Unless reviewed and changed, reviews are held every month in the first week for the review of performance in the previous month. In January of every year the review takes a bigger form to review the performance of the full previous year, where the board also presents themselves for reviews. Systems director normally chairs the reviews. Wherever possible physical meeting of all stake holders within Beta is arranged. Otherwise the review happens without physical meeting. Page 14 0f 19BETA Training - Procedures The management review inputs The inputfagenda for the monthly management reviews include in addition to all requirements of ISO 9001 standard, other issues such as employee satisfaction, customer satisfaction, attrition, student admission status etc. Normally the process owners / stake holder in the form of heads of departments and other support activities make a presentation thorough PowerPoint presentation in a prescribed format. Discussions and debate happens over every success factor as well as areas of concern, ‘The management review inputs ‘The systems director proposes actions for each subject and the managing director gives the final decision. In the annual review held in January, the financial performance, including profitability, decisions on dividends and other financial transactions happen, such as appointment of directors in place of retiring directors, appointment of auditing firms for the next year, ‘Annual budget, annual plans for the next year is also chalked out in this review. This includes plans for capital expenditure, development of new training courses, appointment of new faculty members, plans for collaboration, new approvals and accreditations etc.. ‘The management review outputs ‘The output of the management review is recorded in the form of Minutes of the meeting and where applicable an action plan TRAINING & AWARENESS PROCEDURE | HR-3000 | REV. A PURPOSE ‘The purpose of this procedure is to provide for a system and instructions, and to assign responsibilities for determining training needs and providing the required training, for ‘establishing awareness programs, and for maintaining training records. APPLICATION ‘This procedure applies to all training and awareness programs provided by Beta Training Limited. ‘This procedure concerns Human Resources and all departments that provide training for their employees. Page 15 0f 19BETA Training - Procedures PROCEDURE Training and awareness needs The objective of Beta Training limited training program is to ensure that employees are familiar with relevant requirements of the quality system pertaining to their job functions; and that they possess the required knowledge and skills for performing their jobs. ‘Awareness programs focus on understanding the importance of customer requirements, and on the relevance of individual contributions to meeting these requirements and achieving the quality policy and objectives. Human Resources department is responsible for identifying training and awareness needs for company-wide programs, such as: general orientation, rules and regulations, quality system, safety, and other company-wide systems and issues. Departmental managers are responsible for identifying training needs in their departments and for establishing departmental training programs. Departmental training is primarily focused on increasing the level of skills in operating equipment and processes, conducting inspections and testing, using analytical and statistical techniques, etc. ‘Company-wide training and awareness programs General orientation and quality system training: Human Resources provide employee orientation training to all new and existing employees. This training familiarizes ‘employees with administrative rules, employee programs and benefits, etc.; and explains the product, product requirements, and the quality system. At a minimum, the product ‘and quality system training comprises: Product orientation with emphasis on critical quality characteristics; Presentation of the company's quality system; + Discussion of quality policy; and + Explanation of how individual employees can contribute to maintaining and improving the quality system. Participation in the employee orientation training is recorded, Human Resources maintain these records. Safety All employees are trained in safe work practices, first ald, use of Personal protective equipment, and emergency procedures, as applicable. Departments provide safety training by Human Resources or directly. The department that provides training maintains training records. Page 16 0f19BETA Training - Procedures External training: Beta Training has an educational reimbursement policy for employees ‘who participate in seminars, conferences, and other forms of external training. Requests for external training are evaluated and processed by Human Resources. Self-study: Beta Training encourages personnel on all levels to read professional reports, magazines, and books. Requests for magazines and books are evaluated and processed by individual departments. Self-study is considered in formal recognition of skills as an alternative form of training. Where appropriate, self-study is recorded. Departmental tr Each department is responsible for providing the necessary training to ensure that its ‘employees are skilled, capable, and competent to perform their functions. On+the-job training, i.e. working under supervision of a more experienced employee, is used when appropriate. On-the-job training is recorded, to include its scope, duration, and the name of the person who supervised the training. Individual department heads maintain records demonstrating who is qualified for what Employees who, prior to implementation of this procedure, have proven experience in ‘operating processes and equipment do not need to be trained, but their skills are identified and recorded, Those employees who do not perform satisfactorily are provided with additional or repeated training. ‘The trainers team is regularly sponsored to external training, conferences, workshops and seminars so that they get the view of external world and can bring in fresh views and knowledge to Beta Training effectiveness evaluation ‘The following methods and approaches are used for evaluating the effectiveness of training provided: Follow-up evaluation of individual employees: Following competency or skill their supervisors or departmental managers evaluate training employees. This evaluation assesses whether a particular training has achieved its objectives and the employee is sufficiently competent and/or skilled to perform the new job function for which he or she was trained. Results of this evaluation are recorded and are kept together with the original training record. Review of overall performance in areas related to particular training: When wider groups of employees are trained in safety, emergency procedures, or interdepartmental systems, this type of training is evaluated by comparing statistical performance data from before and after the training was provided. For example, the effectiveness of safety training is measured by tracking rates of work-related accidents. Page 17 of 19BETA Training - Procedures Correlation of training with nonconformities and system failures: Training and competency are always considered when investigating causes of product and process nonconformities and failures of the quality system. When inadequate tr the cause, the investigation goes further to determine specifically which particular training is at fault. This training is then reviewed and improved, by changing its scope, format, or frequency, as appropriate. Global evaluation of training by management review: Training and awareness programs and their effectiveness are evaluated by management reviews. This includes presentation and discussion of data correlating quality performance in particular areas with specific training and awareness programs. GENERAL POLICY Beta Trainingidentifes personnel training needs, provides required training, and evaluates the ‘effectiveness of the training provided. Personnel assigned to perform specific tasks, operations, and processes are qualified on the basis of appropriate education, experience, or trairing. Employees are made aware of the relevance and importance of their activities and how they contribute to the achievement of quality objectives. Records of personne! qualifications and training are maintained. PROCEDURAL POLICIES Identification of training needs and awareness programs Human Resources department is responsible for identifying training needs and awareness Programs for company-wide participation, such as: general orientation, rules and regulations, quality system, safety, and other company-wide systems and issues. Departmental managers are responsible for identifying competency requirements and training needs in their departments, and for establishing departmental training programs. Departmental training is primarily focused on increasing the level of skills in operating equipment and processes, conducting inspections and testing, using analytical and statistical techniques, and so forth. In addition, training needs are often identified in response to corrective or preventive action requests (CARs), as inadequate training may cause nonconformities. Page 18 of 19BETA Training - Procedures ‘Awareness and training programs Beta Training provides, or supports, the following categories of company-wide and departmental training and awareness programs: + General orientation and quality system awareness training — Explains how new courses are developed, how trainings are delivered and how the courses are evaluated + They are also given orientation training on how the quality system works to ensure product /service quality « Safety training — Instructs in safe working practices, first aid, etc. provided to all employees. + External training — External seminars, conferences, and courses. Provided to individual employees on as-needed basis. ‘Self-study — Reading magazines, books, and reports. While all employees are encouraged to broaden their knowledge through reading, in some cases seif-studying may be required as formal training. + Skill training in engineering disciplines—departmental training in specific skills. Often provided as on-the-job training. Effectiveness of training Effectiveness of training is evaluated using the following approaches: += Follow-up performance evaluation of trained employees «+ Review of the overall performance in areas relevant to particular training programs; « Consideration of competency and training when investigating causes of quality system failures and product or process nonconformities; and =A global review of all training and awareness programs, conducted within the framework of management reviews of the quality system. Training records Training records are established for all types of training. Records are normally established and maintained by the department that provides the training. Human Resources maintains as-hired qualification records, and may also have copies of some departmental training. Page 19 of 19Quality Objectives Beta TrainingPage2 Quality Objectives: Sr. | Responsible function/ | Objectives No. Process s Customer Relations To maintain Satisfaction level of key clients Ic above 98% > Research & At least 90 % of courses designed / ~ development developed by them are accepted by the customer right at the first time Human Resources 1 To ensure employee satisfaction level higher than 75 % 4 | Finance To ensure that at least 95 % of Invoices are ° generated within 3 working days from the close of the training courses [5 _| Procurement & Stores | To maintain suppler performance above 98 % 6 | Student Welfare No injuries to students due to BETA" < infrastructure related issues 7__ | Systems Division To ensure that the student feedback is Z collected regular every quarter 102019 Revision 4 Quality Objective DocumentationBota Training Ld, NCR 1690.35, Beta Training Lid NOTE NO: NR O1/10 TEAM LEADER: L.A. ditor DATE : 05 FEB 20xx AREA: MR TEAM MEMBER: [Link] ‘STANDARD & CLAUSE: 150 9004 : 2015 CL. 4.3 ‘AUDITEE REP. Preventor NCR: The practice of excluding the determination of Risks and Opportunities from the Quality management system has not been stated in the quality manual and also the justification for exclusion is not stated, CA Proposed: Manual will be revised to state the exclusion of Risks and opportunities. ‘Acceptance by auditee: CA Accepted. FOLLOW-UP COMMENTS: Not required. Bureau Veritas Certification, Ost 2019 Page 1 of 4Beta Training Lid DISCREPANCY REPORT [Link]: 1690.35 ‘SUPPLIER: Beta Training Ltd TEAM LEADER: Mr L.A. Ditor DATE: 05 FEB 20xx | AREA: Purchase TEAM MEMBE! STANDARD & CLAUSE: 1S0 9001: 2015 CL. ‘SUPPLIER'S REP. Mr Recorder 75.3.2 DISCREPANCY: Purchase orders placed on suppliers are not maintained beyond six months, whereas it was stated that all records are maintained for at least two years. Ch All old purchase orders will be reprinted from the soft copies and paper copies will be maintained. ‘Acceptance: Done FOLLOW-UP COMMENTS: To check the new practice in the next audit. ‘Bureau Veritas Certification, Oct 2019 Page 2 of 4Beta Training Lid, DISCREPANCY REPORT 1690.35 ‘SUPPLIER: Beta Training Ltd NOTE NO: NR 03 TEAM LEADER: Mr L.A. Ditor DATE : 05 FEB 20xx ‘AREA: Purchase TEAM MEMBER: ‘STANDARD & CLAUSE: 10 9001: 2015 CL. 6.2.41 ‘SUPPLIER'S REP. Mr Recorder DISCREPANCY: Quality objectives had not been prominently displayed in various places of the organization. CA: All quality objectives will henceforth be prominently displayed at the institute noticeboard ‘Acceptance: Done FOLLOW-UP COMMENTS: To check the new practice in the next audit. Bureau Veritas Certification, Oct 2019 Page 3 of 4Beta Training Lid, DISCREPANCY REPORT [Link]: 1690.35, SUPPLIER: Beta Training Ltd NOTE NO: NR O4 TEAM LEADER: Mr L.A. Ditor F05 FEB 20xx | AREA! Di vurchase TEAM MEMBE! STANDARD & CLAUSE: (SO 9001: 2015 CL.7.1.5 | SUPPLIER'S REP. Mr Recorder DISCREPANCY: Out of the 15 trainers currently employed, none of them have been calibrated or verified for their effectiveness and suitability for monitoring and measurement purposes. CA: All 15 trainers will be calibrated or verified for their suitability and effectiveness in carrying out the ‘monitoring and measurement of key parameters of product performance. ‘Receptance: Done FOLLOW-UP COMMENTS: To check the new practice in the next audit. ‘Bureau Veritas Certification, Oct 2019 Page 4 of 4Beta Training Ltd. Beta Lid ‘Training Division Confidential ‘Management review meeting minutes Date Dee 25, 20xx ‘The management review meeting was held at the board room and all attendees were present except the systems director, who was busy with a scheduled training course. The following discussions took place : It was decided to re-emphasize the Voluntary Retirement Scheme announced by the CEO. The need to retire older trainers and employ fresh graduates was stressed. Action to be completed at least with four employees within four months. This action will also bring down the employee costs. Infrastructure needs to be improved. Particularly the water-proofing of the top floor class rooms is to be taken up within a years” time. MD stressed the need to increase revenues, Providing various types of food was considered in the employee canteen — but it was decided not to go ahead as it is expensive. Any visitor will have the option to choose between local and continental food. - ‘The computer system was unstable and many records were lost due to a virus attack. The IT head must make suitable proposals soon. MR was happy that no non-conformities were raised during the last audit. He suggested that due to this, the next internal audit cycle may be missed. A decision on this was not taken during the meeting. It was also decided that the company will now go for ISO 14001 certification. The CEO asked MR to get proposals for the same. He directed that during the certification audit, there should be no NCRs from external agencies. ‘There was a concem on the higher failures on some of the recently developed courses, as reported by some customers. Whenever the claims are genuine, the CEO had advised the finance director to suitably compensate customers with financial incentives. It. was also decided to increase the insurance amounts so that future claims from customers can be addressed without financial losses to our company. ‘On the whole, the systems were in place and everybody was happy about it. Signed Systems Director Beta Training Oct 2019 Page 1 of |Records /Formats : Beta Training(Q-1450 | INTERNAL CORRECTIVE ACTION FORM | REV. A CAR NO.: Pape2 Training Course Batch Number Description of Discrepancy: Cause of Discrepancy: Corrective Action: Date Corrective Action Completed: Service Quality Manager: Department Sign Off ‘Service Quality Date Manager ‘Systems Director Date _] evision 4 Record FormatsQ-1450 | INTERNAL PREVENTIVE ACTION FORM | REV. A Page Course Students Name Batch Number Date: Description of Potential Nonconformai ‘Cause of Potential Nonconformance: Department Sign Off Service Quality Manager Date ‘Systems Director Date Preventive Action: Result of Preventive Action: Date Corrective Action ‘Completed: ‘Service Quality Manager: Department Sign Off Service Quality Manager Systems Director Date long Revision 4 Record FormatsBETA Training Audit Report i Type the audit summary in this text box The audit summary report MUST contain the follow " > Scope ofthe audit including the standards assessed. the audit involves a scope extension, explain the details ofthe scope extension. > Narrative summary of the audit activities including the audit teams Judgment on the level of compliance of our organization to the standard they are being audited against The current revision ofthe managenteni system manual A statement relating to the effectiveness ofthe s management system and how itis doing regarding meeting defined objectives. Opportunities for improvement and system strengths (these may be included inthe swnmary or inthe audit report section) Do not type nthe shaded areas of is report. Type all data inthe corresponding white aren > (DELETE THIS STATEMENT AFTER READING) Number of NC Raed Isa follow up visit required: Date(s) of follow up visit: Follow-up verification remarks: 102019 Record Formats Revision 4Pages ‘Audit SUMMARY REPORT ISO 9001:2015 Processes/Sub Processes lor>404 and its Context %2_| Understanding the needs and expectations of interested parties, 43__| Determining the scope of the Ms Fa___| OMS and ls processes 5.1_| Leadership & commitment 3.4.2 | Customer Focus: 52_| Quality policy 53 | Organizational roles,responsibiities & authorities 1 | Actions to address reks and ‘opportunities. 62 | Quality Objectives and planning to achieve them 63__| Planning of changes 7.1_| Resources 7.12 | People 7.1.3 | Infrastructure 7.1.4 | Environment for the operation of processes 7-15 | Monitoring & measuring resources 7.16 | Organizational Knowledge 72_| Competence 73 | Awareness 74 _| Communication 7.5 _| Documented information 8.1 | Operational Panning and control 22 | Determination of requirements related to product BS | Review of requriements related to the product, BA | Changes to reequiements for products and services. G31 | Design and development of products and services-_ 102019 Revision 4 Record FormatsGeneral processes, products and services ~ General Pagel6 B32 | Design & Development planning, 83.3 | Design & development inpuis L 8.34 | Design & development ‘controis B35 _| Design & development outputs 36 | Design & Development ‘Changes BAA | Control of externally provided 42 | Type and Extent of Control 843 | Information for extemal providers 851 | Control of production and service provision 352 _| Identification and Traceabilty 853 | Property belonging to customers or external providers 8.54 _| Preservation of Product 8.55 | Post Delivery activities 8.5.6_| Control of Changes. 8.6 _| Release of Products and services &.7__| Control of NC outputs 8.1.1 | Monitoring, measurement, analysis & evaluation-General B12 | Customer Satisfaction 2.1.3 | Analysis and Evaluation 9.2 | intemal audit ‘9.3 | Management Review 40.4 _| Improvement. General 0.2] Non Conformity and Corrrective Action 70:3 _| Continual improvement Complaints Use of Logo's ~ Opening Meeting Participants: Discussions: 102019 Revision 4 Record FormatsPage.? Participants: Process inputs: Process Outputs: ‘Measurements of effectiveness: Results: Opportunities for Improvemer Process: Process Outputs: ‘Measurements of effectiveness: Results: Opportunities for Improvement: Process: Participants: Process inputs: Process Outputs: Measurements of effectiveness: to2019 Revision 4 Record FormatsResuliss Opportunities for Improvement: Pages Provess: Participants: Process inputs: Process Outputs: Measurements of effectiveness Results Opportunities for Improvement: ‘Closing Meeting Participants Discussions: to2019 Revision 4 Record FormatsINTERNAL AUDIT NONCONFORMITY Paged REPORT Ref Number: PROCESS: TEAM LEADER Date ‘STANDARD & CLAUSE: TEAM MEMBER: ISO 9001: 2015, Major | Minor | Other Documents (irapplicablay PROCESS REPRESENTATIVE NONCONFORMITY: ‘CORRECTIVE ACTION RESPONSE (to be completed by the Process owner) Proposed Completion Date ‘Actual Completion Date Process Representative: ROOT CAUSE: CORRECTIVE ACTION: ‘CLEARANCE REPORT (to be completed by BVC) ROOT CAUSE: CORRECTIVE ACTION: ‘ACCEPTED Yes] No] DOWNGRADED Yes | No FOLLOW-UP COMMENTS: AUDITOR: SIGNED: DATE: 102019 Revision 4 Record Formats ¥ a