Quality Manual

Quality Manual: QM-421-01 Revision E

Effective Date: 1/3/2014
Owner Approval by Craig O. Garneau, President, on 1/3/2014
Management Approval by Craig O. Garneau, President on 1/3/2014

Printed copies of this document are for information purposes only and are uncontrolled. Printed copies are not valid after the date of printing. This document was printed on

Quality Name Plate, Inc.

East Glastonbury, CT

AS9100, ISO9001

Quality Manual

Revision & Amendment Record
Revision letter, effective date, and a document change summary for this quality manual are located on-line in the FM-423-01 Document Master List with Revision History.

This Quality Manual is published under the authority of the President of Quality Name Plate. It is intended to establish and communicate the Quality Policy and the structure of the quality management system for Quality Name Plate. This Quality Manual will be updated as necessary to reflect changes in policies and quality management practices.

Distribution Policy

This Quality Manual is maintained as an .html web page and managed by the President. It available to all QNP customers, suppliers, and company personnel. It can be viewed online through any web browser at http://qnp.com/as9100/qm_421_01.html. The online version of the Quality Manual is the controlled version and most current revision. Printed copies of this document are for
reference only and are uncontrolled. Before using an uncontrolled document, it is the holder’s responsibility to verify that the revision is current.


QNP = Quality Name Plate
QMS = Quality Management System

Introduction and Company Profile

Training, Open Communication

All employees at QNP are encouraged to upgrade their skills and understanding of our product and its applications. In addition, we continuously train our employees in the procedures and specific tasks that comprise our QMS. We encourage open communication through daily contact between all levels of employees.

Employee Shared Responsibility

Quality is a shared responsibility among our employees. Our employees are often called upon to perform additional duties outside of the realm of their normal responsibilities. All personnel are encouraged to hold and question the processing of an order if they perceive a discrepancy between the quality of our product and the customer's requirements.

Quality Assurance Process

Quality assurance at QNP begins with inbound material inspection for an accurate description of our inventory. We emphasize a thorough understanding of the material requirements for each of our customers; detailed order entry assures that customer material requirements are adequately defined and documented, and that the material specifications of the customer are met.

Once a sales order has been released for processing and/or shipment the Vice President, President, and Department Supervisors work closely with production employees to ensure that products will meet the customer's requirements.

We maintain our quality standards during packaging and shipping. Our products are packaged based upon mode of transport, final shipping destination, and customer requirements.

Craig O. Garneau


Quality Policy and Objectives

QNP's Quality Policy - "Quality Name Plate strives to meet or exceed the needs of its customers in terms of delivery, quality, and overall customer satisfaction."

Our Quality Policy is shared by all employees, and embo
dies our commitment to comply with the requirements and continually improved our established QMS. It is reviewed at each of our Management Review Meetings to ensure that it continues to be appropriate to the purpose of our company and that it continues to provide an appropriate framework for the establishment and review of our Quality Objectives. During Management Review Meetings, QNP Management reviews data that has been collected and analyzed throughout the company, and evaluates where improvements to the effectiveness of the QMS can be made. The analysis includes a review of measurable objectives to determine if they are still on track. Adjustments and realignments are made as required. New measurable Quality Objectives are identified as needed, and the results of the analysis are communicated to all relevant functions and levels of the organization as part of the review output process.

Reference: 5.6 Management Review of this Quality Manual

QNP Organization

The organizational chart below defines the lines of responsibility and interrelationships of personnel, who manage, perform and verify work-affecting quality.


Management Chart

QNP's Quality Management System is the collective network of written procedures and defined processes that are provided to ensure that our processing of customer orders will meet or exceed our customers' needs and expectations. These procedures and processes are designed to be clearly understood, managed throughout the organization, and continuously improved in a systematic and visible manner.

4.1 General Requirements
QNP’s Quality Management System is established, documented, implemented, maintained and continually improved in accordance with the requirements of AS9100. Our QMS also addresses
the quality management systems of our customers and applicable statutory and regulatory bodies. Our QMS;

  • Determines and identifies the processes needed for the QMS, and their application throughout QNP,
  • Determines the sequence and interaction of these processes,
  • Determines criteria and methods required to ensure the effective operation and control of these processes,
  • Ensures the availability of resources and information necessary to support the operation and monitoring of these processes,
  • Measures when applicable, monitors and analyses these processes,
  • Implements action necessary to achieve planned results and continual improvement of these processes,
  • Addresses QNP's customer requirements.

These processes are managed in accordance with the requirements of AS9100

When QNP
outsource's any processes that affect product conformity, they are identified and controlled as appropriate. The type and extent of control required shall be defined.

4.2 Documentation Requirements

4.2.1 General
QMS is documented in the following:

  • Documented statements of a quality policy and quality objectives. Reference: Quality Policy & Quality Objectives
  • The Quality Manual
  • Written Operating Procedures and records, including those required by AS9100
  • Documents, including records, needed by QNP to ensure the effective planning, operation and control of its processes, and
  • Records required by the AS9100 Standard.

QNP personnel, customers and regulatory authority representatives may access appropriate QMS documentation by going to qnp.com/as9100 through any web browser with an internet connection. QNP personnel is made aware of, and is provided training on procedures relevant to their responsibilities. Changes to the QMS documentation are communicated as appropriate.

Note: The President is the Management Representative and has overall responsibility for the administration of our QMS.

 4.2.2 Quality Manual (Level 1)
QNP has developed this Quality Manual that:

  • Defines the scope of our QMS - QNP's Quality Management System is applicable to the manufacture of nameplates, labels, and identification products to customer specifications and requirements.
  • Justifies the following exclusion:
    • Exclusion to 7.3 Design and Development - Quality Name Plate does not design customer orders. Reference: See 7.3.Design and Development
  • References the written documented procedures established for the quality management system
  • Describes the interaction between the processes of the quality management system.

Note: The Quality Manual is authorized and approved by the President.

Operating Procedures (Level 2)
Our written operating procedures

  • Provide structure for the documentation of systems and processes affecting quality, and
  • Assign specific authorities and responsibilities for implementing and maintaining the key elements of our QMS.


  • When appropriate, operating procedures make reference to supporting Level 3, Work Instructions.
  • In this manual, operating procedures related to each section are referenced in a table at the end of the section.
  • A complete list of operating procedures and their current revision levels is maintained in the Master Document List..
  • Reference: FM-423-01 Master Document List with Revision History

Work Instructions (Level 3)

Company personnel performing specific tasks related to their function and business processes use these work instructions. They are related to a specific activity or step within a Level 2, operating procedure, or another Level 3, work instruction. Work Instructions and their current revision level are maintained in the Master Document List. Reference: FM-423-01 Master Document List with Revision History

Records/Forms (Level 4)
Forms created and maintained by QNP are used to create the records of our QMS, and are maintained in the Master Document List.
Reference: FM-423-01 Master Document List with Revision History

4.2.3 Control of Documents
The documents of our QMS are controlled through written operating procedures that define how we;

  • Approve documents for adequacy before they are issued.
  • Review, update and re-approve documents as necessary.
  • Ensure changes and the current revision status of documents are identified.
  • Ensure that relevant versions of documents are available at points of use.
  • Ensure that documents remain legible and readily identifiable.
  • Ensure that documents of external origin determined by QNP to be necessary for the planning and operation of our QMS are identified and their distribution is controlled.
  • Prevent the unintended use of obsolete documents.
  • Identify obsolete documents if they are retained for future reference.

The operating procedures used to control the documents of our QMS are;

4.2.4 Control of Records
Quality records have been established and are maintained to demonstrate conformance to requirements and the effective operation of our QMS
. Records are to remain legible, readily identifiable, and retrievable throughout their active cycle. Operating procedure, OP-424-01, Control of Records, defines the controls for identifying, storing, protecting, retrieving, retaining, and disposing our records, as well as those created and retained by our suppliers.

4.3 Configuration Management
Configuration Management is now addressed in clause 7.1.3 of this Quality Manual.


Top management at QNP establishes policies and strategic objectives consistent with QNP’s Quality Policy and believes that leadership, commitment, and involvement are essential for developing and maintaining an effective and efficient QMS.

5.1 Management Commitment
QNP top management is committed to the development and improvement of the QMS. This commitment is evidenced by:

  • Communicating the importance of meeting customer, regulatory, and legal requirements,
  • Establishing the quality policy,
  • Establishing quality objectives,
  • Conducting management review meetings,
  • Ensuring the availability of necessary resources.

5.2 Customer Focus
QNP management ensures that customers' needs and expectations are determined, and are fulfilled with the aim of enhancing customer satisfaction. QNP management ensures that product conformity and on-time delivery performance are measured, and that appropriate action is taken if planned results are not, or will not, be achieved.

Product conformity, on-time delivery performance, escapes, and customer satisfaction are measured and reviewed by top management.

Customer Visits
Customer visits, audits and supplier surveys help keep QNP knowledgeable and focused on our customer requirements.

Customer Complaints
QNP documents all customer complaints. We review the complaints and follow-up with corrective actions as necessary to resolve them and prevent future occurrences.

Customer Satisfaction Survey
We ask a sampling of our customers to fill out a QNP Performance Satisfaction Survey.

5.3 Quality Policy
QNP Top Management ensures that our Quality Policy:

  • is appropriate to our goals and purpose,
  • Includes a commitment to meeting requirements and to the continual improvement of our QMS,
  • Provides a framework for establishing and reviewing quality objectives,
  • Is communicated and understood throughout the company,
  • Is reviewed for continuing suitability.

Reference: See "Quality Policy" .

5.4 Planning

5.4.1 Quality Objectives
QNP top management ensures that quality objectives are established at relevant functions and levels within QNP. The quality objectives are measurable and consistent with the quality policy.

5.4.2 Quality Management System Planning
QNP Top Management ensures that the planning of the QMS is carried out in order to meet the requirements of the AS9100/ISO 9001: 2008 quality standard, as well as our own quality objectives. Management also ensures that the integrity of the QMS is maintained as it undergoes planned revisions and changes. Our planning includes the continual refinement of the processes needed to meet or exceed our quality objectives. This is accomplished through meetings where planning information is communicated to all relevant functions and levels of the organization.

5.5 Responsibility Authority and Communication

5.5.1 Responsibility and Authority
Top Management ensures that the responsibilities and authorities are defined and communicated throughout QNP. Ref. QNP Organization Chart.

5.5.2 Management Representative
Craig Garneau is the President of QNP and the Management Representative for our QMS. He has the authority and responsibility for;

  • Ensuring that the processes necessary to our QMS are established, implemented, and maintained,
  • Communicating information about the performance of the QMS and needs for improvement to other QNP managers,
  • Ensuring the promotion and awareness of customer requirements throughout QNP,
  • Resolving all matters pertaining to quality.

In Craig's absence, Barry Ralston, the Vice President, would serve as the management representative. QNP's management representative has the organizational freedom and unrestricted access to other QNP management to resolve quality management issues.

5.5.3 Internal Communication
QNP Management ensures that effective communication processes are established and that the effectiveness of our QMS is communicated throughout all levels of the organization.

5.6 Management Review

5.6.1 General
The President as the Management Representative, together with the Management Team review the performance of our QMS in Management Review Meetings at planned intervals. The purpose of the Management Review Meetings is to ensure the continuing suitability, adequacy and effectiveness of our QMS, as well assessing opportunities for improvement, and recommended changes to the QMS, including our quality policy and quality objectives. Management Review Meetings are to be conducted at least once per year.

Management review minutes and action items are maintained. Ref: Management Review Minutes

5.6.2 Review Input
The inputs to management review meetings include at a minimum:

    • Results of the audits,
    • Customer complaints and feedback,
    • Process performance and product conformity,
    • Status of preventive/corrective actions,
    • Supplier/Vendor performance,
    • Follow-up actions from previous review meetings,
    • Changes that could effect the quality management system,
    • Recommendations for improvement

The review of these inputs determine the actions necessary to amend and/or improve the operation of the QMS.

 5.6.3 Review Output
Outputs of the the management review meetings include the decisions and action items related to the;

    • Improvement of the effectiveness of the QMS and its processes,
    • Improvement of our products related to customer requirements, and
    • Resources needed to achieve our objectives.

    Records of Management Review Meeting Minutes, Inputs, and Outputs are recorded in the Management Responsibility database.


6.1 Provision of Resources
QNP management determines and provides the resources needed to:

  • Implement and maintain the QMS and continually improve its effectiveness,
  • Enhance customer satisfaction by meeting customer requirements.

6.2 Human Resources

6.2.1 General
Personnel performing work
affecting conformity to product requirements at QNP are qualified on the basis of appropriate education, training, skills and experience. Most training at QNP is provided as on-the-job training conducted by our managers and supervisors. Supervisors are responsible for monitoring the quality of new employees' work until it has been determined that training has been effective and the employee has achieved the necessary level of competence.

6.2.2 Competence, Awareness and Training
QNP Managers and supervisors:

  • Determine the necessary competence for personnel performing work affecting conformity to product requirements using Job Descriptions,
  • Where applicable, provide training or take other actions to achieve the necessary competence,
  • Evaluate the effectiveness of actions taken,
  • Ensure that personnel are made aware of the relevance and importance of their activities and how they contribute to the achievement of our quality objectives, and
  • Maintain appropriate records of education, training, skills and experience.

QNP provides employees with an Employee Handbook. QNP also maintains comprehensive personnel files that include all required government forms.

6.3 Infrastructure
QNP identifies, provides and maintains the infrastructure needed to achieve conformity of product requirements, including:

  • QNP's buildings, workspace, and their utilities,
  • Manufacturing equipment, as well as hardware and software,
  • Supporting services such as transportation, communication, or information systems.
Preventive maintenance forms and schedules are maintained to ensure that manufacturing equipment is kept in good working order.

 6.4 Work Environment
QNP has identified and manages the human and physical factors of the work environment needed to achieve conformity to product requirements
. These factors may include noise, temperature, humidity, lighting, and weather.

Quality Name Plate is open for inspection by all appropriate regulatory bodies including environmental agencies and human service agencies. Documentation required by any of these types of regulatory bodies (e.g., Material Safety Data Sheets, mechanical equipment inspection certificates) is maintained in appropriate locations.

The QMS at QNP is used to analyze customer requirements, define the processes that are needed to process customer orders, and keep these processes under control throughout product realization.
The principles of process management are applied to all activities to ensure all processes operate in an efficient manner. This includes analysis of process interrelation and the recognition that the output of one process is often the input to another.

7.1 Planning of Product Realization
QNP plans and develops the processes needed to process customer orders to customer specifications. The planning of product realization is consistent with the other requirements of our QMS, and is documented.

In planning product realization, QNP determines the following in a manner appropriate to our methods of production;

  • Quality objectives and requirements for the product,
  • The need to establish processes and documents, and to provide resources that are product specific,
  • Required verification, validation, monitoring, measurement, inspection and test activities specific to the product and the criteria for product acceptance,
  • Records needed to provide evidence that the realization processes and resulting product meet requirements.
  • Configuration management appropriate to the product.
  • Resources to support the use and maintenance of the product.

Quality objectives and requirements for QNP's products include consideration of aspects such as;

  • Product and personal safety
  • Reliability, availability, and maintainability,
  • Producibility and inspectability,
  • suitability of parts and materials used in the product.

At QNP, the creation of a shop order envelope is considered the main method for quality planning, and is documented in the operating procedure, OP-710-01, Quality Planning.

7.1.1 Project Management

As appropriate, QNP plans and manages product realization in a structured and controlled manner to meet requirements at acceptable risk, within resource and schedule constraints.

7.1.2 Risk Management

QNP has established and implemented a process for managing risk to the achievement of applicable requirements, that includes as appropriate to QNP and our product;

  • assignment of responsibilities for risk management
  • definition of risk criteria;
  • identification, assessment and communication of risks throughout product realization,
  • identification, implementation, and management of actions to mitigate risks that exceed the defined risk acceptance criteria, and
  • acceptance of risks remaining after implementation of mitigating actions.

7.1.3 Configuration Management

QNP has established, implemented and maintained a configuration management process that includes, as appropriate to our product;

  • Configuration management planning
  • Configuration identification
  • Change control
  • Configuration status accounting, and
  • Configuration audit

7.1.4 Control of Work Transferred, on a Temporary Basis, Outside QNP's Facilities
QNP has established, implemented and maintains a process to plan and control the temporary or permanent transfer of work, and to verify the conformity of the work to requirements.

7.2 Customer Related Process

7.2.1 Determination of Requirements Related To The Product
QNP’s determination of requirements related to the processing of customer orders includes:

  • Requirements specified by the customer, including requirements for delivery and post delivery activities,
  • Requirements not stated by the customer but necessary for specified or intended use,
    Note: When the customer does not provide a written statement of requirements, the Sales Department will assure that the requirements are agreed to and documented before their acceptance by QNP.
  • Statutory and regulatory requirements related to the product, and
  • Any additional requirements considered necessary by QNP.

The process for accepting a customer's sales order is specified in OP-722-01, Review of Contract Requirements

7.2.2 Review of requirements related to the product
Prior to the acceptance of a sales contract, all contracts received from customers are reviewed to:

  • Ensure product requirements are defined and understood,
  • Resolve any discrepancies between current and previously expressed contract or order requirements,
  • Assess if QNP is capable of meeting all aspects of the customer’s specifications.
  • Determine any special requirements for the product
  • Identify the risk.

The method for processing amendments to product or contract requirements are specified in OP-722-01, Review of Contract Requirements.

7.2.3 Customer Communication
QNP has determined and implemented effective arrangements for communicating with our customers in relation to;

  • Product information provided through our web-site, flyers, sample packages, as well as verbal and written information provided by our sales team..
  • Enquiries, contracts, amendments to contracts, and order handling,
  • Customer feedback, including our process for logging and resolving customer complaints.

7.3 Design and Development
Current and future business at QNP does not require design capability.
Reference: See 4.2.2a.

7.4 Purchasing

7.4.1 Purchasing Process
QNP's purchasing process ensures that purchased product conforms to specified requirements. The type and extent of control applied to individual vendors and the products they supply depends upon the effect their product has on subsequent product realization or the final product. QNP assumes responsibility for all products supplied by our vendors, including those designated by our customers.

  • Maintains an Approved Supplier List, FM-741-01
  • Periodically reviews the suppliers on that list, and uses the results of the review to establish the appropriate levels of control,
  • Defines the actions to take with unsatisfactory supplier performance in OP-741-01, Purchasing,
  • Ensures that both QNP and our suppliers use customer approved special process sources when required.
  • Defines the process, responsibilities, and authority for the approval status decision, changes to the approval status and conditions for a controlled use of suppliers depending on their approval status,
  • Determines and manages the risk when selecting and using suppliers.

7.4.2 Purchasing Information

Control of purchasing information in specified OP-741-01, Purchasing

7.4.3 Verification of Purchased Product

Our process for the verification of purchased product is defined in OP-743-01, Verification of Purchased Product.

7.5 Production and Service Provision

7.5.1 Control of Production and Service Provision
QNP carries out production under controlled conditions, through, as applicable;

  • The availability of information that describes the characteristics of the product, ref OP-710-01 Quality Planning,
  • The availability of work instructions as necessary,
  • The use of suitable equipment,
  • The availability and use of monitoring and measuring equipment such as calipers, micrometers, and verniers, ref OP-760-01 Control of Inspection, Measuring & Test Equipment,
  • The implementation of monitoring and measurement procedures, ref OP-824-01, Production Inspections,
  • The implementation of release, delivery, and post-delivery activities.
  • Accountability for all product during manufacture, ref OP-753-01, Product Identification & Traceability,
  • Evidence that all manufacturing and inspection operations have been completed as planned, or otherwise authorized and documented, ref OP-824-01, Production Inspections,
  • Provisions for the prevention, detection and removal of foreign objects, i.e. FOD prevention programs and training,
  • Monitoring and control of utilities and supplies such as water, compressed air, electricity, and chemical products to the extent they affect our product's quality,
  • Criteria of workmanship presented in the clearest possible manner.

Production planning at QNP considers;

  • The establishment of process controls and the development of control plans where key characteristics have been determined, ref OP-710-01, Quality Planning,
  • The identification of in-process inspection points when adequate verification of conformance cannot be performed at a later state, ref OP-824-01, Production Inspections,
  • The design, manufacture, and use of tooling for the measurement of variable key characteristics,
  • Special Processes such as anodizing. Production Process Verification
As applicable, QNP uses a representative item from a first production run of a new part to verify that the production processes, production documentation, and tooling are capable of producing parts that meet customer requirements. The first article inspection process is repeated when changes occur that invalidate the original results. First article reports may be documented on QNP's Production Inspection Form, FM-824-01, QNP's First Article Inspection Form, FM-824-02, or AS9102 Forms as appropriate. Control of Production Process Changes
The President, Vice President, and Quality Assurance Manager have the experience, training and authority to approve changes to production processes throughout the company. The Print Department Supervisor, Machine Department Supervisor,
and Quality Planning personnel have the experience, training and authority to approve changes to production processes within their own departments.

Should any process changes require the acceptance of a customer or regulatory authority, those changes shall be identified and acceptance shall be obtained per contract requirements.

Changes affecting processes, production equipment, tools and software programs are documented. Procedures are put in place to control their implementation.

The results of changes to production processes are measured to confirm that the desired effect has been achieved, and there have been no adverse effects on product quality. Control of Production Equipment, Tools, and Numerical Control Machine Programs
Production equipment, tools and software programs that are used to automate and cont
rol/monitor product realization processes are validated before release for production, and are maintained and inspected according to requirements documented in our preventive maintenance records. Validation before production use includes first article inspections which demonstrate conformance to product requirements.

Production equipment and tooling in storage shall be periodically inspected to ensure they have been stored properly, and are maintained in proper condition. Post-Delivery Support
Quality Name Plate does not
provide post-delivery support which would require the collection and analysis of in-service data, the control and updating of technical documentation, the approval, control, and use of repair schemes, or controls required for off-site work. Should a customer notify QNP of non-conforming product, the complaint is logged and processed per the requirements of OP-824-02 Customer Complaints, and the customer is issued a Return Material Authorization Number, or authorized to scrap the parts themselves.

7.5.2 Validation of Processes for Production and Service Provision

QNP validates any processes for production where the resulting output cannot be easily verified by subsequent monitoring or measurement (example: the purchase of anodized aluminum sheets). QNP does not perform any special processes where deficiencies are apparent only after the product is in use.

This validation of the process demonstrates the ability of the process to achieve planned results. As applicable, QNP establishes arrangements for the process to

  • Define criteria for review and approval of the process prior to use,
  • Approve the equipment and qualification of personnel involved in the process,
  • Use any specific methods or procedures,
  • Maintain appropriate records,
  • Revalidate.

7.5.3 Identification and Trace ability
QNP's methods for controlling identification and
traceability are documented in OP-753-01, Product Identification and Traceability, and OP-753-02, Inspection & Test Status.

7.5.4 Customer Property
Control and care of Customer Owned Property is documented in OP-754-01 Control of Customer Supplied Product

7.5.5 Preservation of Product

QNP's processes for the preservation of product are documented in OP-755-01, Preservation of Product.

7.6 Control of Monitoring and Measuring Devices
processes for controlling monitoring and measuring devices is documented in OP-760-01, Control of Inspection, Measuring & Test Equipment.


8.1 General
QNP plans and implements the monitoring, measurement, analysis, and improvement processes needed to:

  • Demonstrate the conformity of product,
  • Ensure conformity of the QMS, and
  • Continually improve the effectiveness of the QMS.

The applicable methods for achieving this, and the extent of their use have been determined by QNP Management.

8.2 Monitoring and Measurement

 8.2.1 Customer Satisfaction
QNP's process for monitoring customer satisfaction is documented in OP-821-01, Customer Satisfaction

8.2.2 Internal Audit
QNP's process for conducting internal quality audits is
documented in OP-822-01, Internal Quality Audits.

8.2.3 Monitoring and Measurement of Processes
QNP applies suitable methods for monitoring and measuring our QMS's processes. These methods determine the ability of our processes to achieve planned results. When planned results are not achieved, corrections are made to ensure that product conformity has not been compromised.

When a process nonconformity is detected, QNP;

  • Takes appropriate action to correct the nonconforming process,
  • Evaluates if the process nonconformity has caused any product nonconformities,
  • Identifies and controls the nonconforming product in accordance with OP-830-01, Control of Nonconforming Product.

8.2.4 Monitoring and Measurement of Product
The process for monitoring and measuring product to ensure conformity to planned requirements is documented in OP-824-01, Production Inspections. Inspection Documentation
Documentation requirements for the
measurement of product are specified in OP-824-01, Production Inspections. First Article Inspection
QNP's process for the inspection, verification, and
documentation of a representative item from the first production run of a new part is specified in OP-824-01, Production Inspections.

8.3 Control of Nonconforming Product

The process for controlling and preventing the unintended use of nonconforming product is documented in OP-830-01, Control of Nonconforming Product.

8.4 Analysis of Data
QNP management determines, collects, and analyses appropriate data to demonstrate the suitability and effectiveness of our QMS, and determines opportunities for its continual improvement. The analysis of data provides us information relating to customer satisfaction, conformity of product requirements, characteristics and trends of processes and products, opportunities for preventive action, and supplier performance.

Data regarding on time deliveries, internal nonconformances, customer complaints, reruns, customer satisfaction survey results, and supplier performance is stored within our Filemaker database system. Analysis of the data may be visually represented in the form of statistical reports, graphs, charts, or other suitable means for graphically presenting data analysis.

8.5 Improvement

8.5.1 Continual Improvement
QNP is committed to the continual improvement of the effectiveness of our QMS. The use of our quality policy, quality goals, audit results, analysis of data, corrective and preventive actions, and management review are some of the means for achieving continual improvement.

8.5.2 Corrective Action
Our process for corrective action is documented in OP-852-01, Corrective Action.

8.5.3 Preventive Action
Our process for preventive action is documented in OP-853-01, Preventive Action.