MAN 01 – Management System Manual

MAK Integrated Services Limited

Management

System Manual

Integrated Management systems

UNCONTROLLED WHEN PRINTED

0. Index

1. Scope

2. Plan Do Check Act cycle

3. Terms and Definitions

4. Context of the organisation

4.1 Understanding the organisation and its context

4.2 Understanding the needs and expectations of interested parties (MAN 04)

4.3 Determining the scope of the Management System

4.4 Quality Management system and its processes

5. Leadership

5.1 Leadership & commitment

5.2 Policy

5.3 Organisational roles and Responsibilities (Management plan)

6. Planning

6.1 Actions to address risks and opportunities (Impacts and Aspects, Legal Requirements, Operational Control)

6.2 Objectives and planning to achieve them (Management plan)

6.3 Planning of changes (MAN 04)

7. Support

7.1 Resources

7.2 Competence

7.3 Awareness

7.4 Communication

7.5 Documented information

8. Operations

8.1 Operational planning and control (Emergency preparedness and response)

8.2 Requirements for Products and Services

8.3 Design and Development of products and Services

8.4 Control of externally provided processes, products and services

8.5 Production and service provision

8.6 Release of Products and Services

8.7 Control of non-conforming products or services

9. Performance evaluation

9.1 Monitoring, measurement, analysis and evaluation

9.2 Internal audit

9.3 Management review

10. Improvement

10.1 Nonconformity and corrective action

10.2 Continual improvement (MAN 04)

Management Plan Organisation structure& Roles and Responsibilities

Management Plan Management Objectives

1. Scope

“The Provision of manned guarding, Door Supervision & Keyholding services incorporating the requirements of BS 7858:2020, BS 7499:2020, BS 7960:2016 and BS 7984:2008”, to Commercial, Industrial and subcontract suppliers on a UK National basis, in accordance with ISO 9001:2015. We hold certification to ISO 41001 for facilities management

All our operations are conducted within the current legal framework and within regulatory and legal requirements. We consider where appropriate the risk and environmental activities of staff and clients and will consider any other risk and environmental factors of stakeholders that might affect the sequence of operations, including stakeholder’s needs and expectations.

Statement of Applicability – All the sections of ISO 9001 apply apart from the following. The Company does not carry out any calibration of equipment and does require any of its equipment to be calibrated, therefore calibration is not applicable (7.1.5.2).

2. Plan Do Check Act cycle

3. Terms and definitions

For the purposes of this document, the terms and definitions given in standards detailed in the scope apply.

Company Procedures must not be altered (or copied). If changes are requested, please notify the Managing Director, who is the only person authorised to approve change, and will ensure that the Quality system continues to comply with all the requirements of the applicable British Standards

4. Context of the Organisation

4.1 Understanding the organization and its context

MAK Integrated Services Limited currently hold ISO 9001:2015 and ACS for the provision of security guarding, Event staff & dog handling services. We can provide static guards, event staff corporate security and dog handlers to organisations and events. With a professionally trained team of personnel, our dedication comes from continued success achieved by the ability to move with the times in an ever-changing industry. The company are based in Manchester

The company operates within the scope of the Local Authority (LA) and Environment permissions for the all its sites. The company has an experienced and trained workforce; accountabilities are defined. The company sets quantifiable objectives; these are used as measures of improvement. Resources for the achievement of objectives are monitored

Procedures and control systems are in place to identify the commercial and technical aspects of the company activities, and for the identification of hazards, Environmental Hazards and assessment of risks. They ensure adequate controls are in place, particularly for those aspects that can have significant impacts on risks to people.

Inputs to operations (materials, energy, intellectual) and outputs from operations (products, by-products/waste, data, etc.) are assessed, together with health and safety risk assessments and definition of methods.

The company has created a SWOT analysis (please see Business Management Plan) which should also be referred to as part of the context of the organisation.

4.2 Understanding the needs and expectations of interested parties

The company has produced procedures that ensure that all of the customer requirements are documented and agreed, all national and international legal and regulatory requirements are reviewed, and any known unspecified requirements are considered.

The company determines how these apply to the company management of health & safety and any impact on the general requirements of society. Particular attention is given to the potential environmental impacts on stakeholders. Details are documented in (MAN 04).

4.3 Determining the scope of the management system

The Scope has been determined by what the company does and refers to those areas that are not applicable to their service sector. It takes into account-interested parties, internal and external issues and the services offered along with the areas covered.

4.4 Management system and its processes

4.4.1

The company has implemented a management system that recognises the need for controlled processes in order to achieve the goals stated within the policy statement. This includes the interaction between processes and people, the effectiveness of those processes, and the need to adequately control through monitoring and continual improvement, the relevance of the processes to the business. The company encourages strong teamwork and cross-functional approaches to problems, with active leadership; it actively pursues a no-blame culture and strives for continual improvement in all aspects of the business. It ensures all staff are trained and competent.

4.4.2

The Management System (MS) is documented and presented in the form of this Management Manual, Associated procedures, Method statements /Assignment Instructions, and Environmental Procedure which are within the text of this manual. The MS details the management responsibility and system requirements, and outlines the procedures required for controlling the quality, environmental services of MAK Integrated Services Limited.

5. Leadership

5.1.1 Leadership and commitment

Directors and senior management ensure that policies and objectives drive the company forward. They ensure resources needed are available and communicate the importance of conformance to all systems. They ensure intended outcomes are achieved and support all staff that contributes to the effectiveness of the system. Continual improvement is promoted and support given.

Risk based thinking is achieved through Risk Assessments, H&S training, employee feedback questionnaires, site visits, client meetings.

5.1.2 Customer Focus

Directors and senior management will ensure that the company has implemented systems for monitoring performance and receiving feedback from employees, customers and interested third parties. Customer needs and requirements are determined through effective contract reviews and are defined in detailed specifications and method statements/Assignment Instructions. The purpose of the contract reviews is to fully understand the customers order requirements, thus allowing the company every opportunity to meet and where reasonably practicable exceed the customer’s expectations.

5.2 Policy

5.2.1 Establishing the policy

The Directors define the Management System Policies and the associated goals and objectives of the organisation. The policies are relevant to the business, dynamic, and will seek to provide improvement opportunities with measurable goals.

5.2.2 Communicating the policy

All policies will be communicated to all relevant and interested parties. The policies are reviewed annually during the management review meeting, where the success of the company in achieving it goals and objectives is assessed. All policies will be issued as a version and only change version when there is a change to the policy.

5.3 Organisational roles, responsibilities and Authorities

The Managing Director reviews the organisational structure and resources to achieve the objectives. He considers all the current and future statutory and regulatory requirements that are applicable to the company operations. An organisational chart has been established along with roles and responsibilities.

6 Planning

6.1 Actions to address risks and opportunities

6.1.1

Procedures are in place to identify the risks associated with threats and opportunities of the company activities, and ensure adequate controls are in place, particularly for those threats or opportunities that can have significant impact on the environment/company and for continual improvement. This can be found in the management plan in the form of a SWOT analysis related registers (MAN 04)

6.1.2 Environmental Aspects

Timely consideration will also be given to plan and manage any changes to the, process, new projects or contracts or to identify or address any risks or opportunities. This will usually take place at the management review meeting but can be conducted outside the time scale for this meeting as required.

Procedures are in place to identify the environmental aspects of the company activities, and ensure adequate controls are in place, particularly for those aspects that can have significant impacts on the environment. MAN 04 records the environmental aspects and controls in place. These are through checks on compliance, which is documented. Aspects are not generally published but are available upon request.

Potential (and actual) emergency situations and potential (and actual) accidents or unplanned events (fire, flood originating remotely) that could have an impact on people and / or the environment or the business are identified, and accountabilities allocated. Emergency responses are reviewed after actual events; procedures are tested as applicable.

A process map (MAN 04) for normal and abnormal activity has been established. Emergency responses are reviewed after actual events; procedures are tested as applicable. The impact of environmental aspects are assessed by review of:

• The LIKELIHOOD of an environmental impact occurring

• The CONSEQUENCE if the aspect does occur

Probabilities and consequences are scored (for normal and abnormal activities) using a Scoring Table on the register. The process map will be reviewed at the management review meeting.

The Key Characteristics diagram identifies areas where environmental gains can be achieved. These include the reclamation of office waste (paper, cartridges and uniforms). Control systems are in place to maximise these gains. Key characteristics are determined to be (from EP1 Environmental Aspects and Impacts) to be

• Energy management including energy

• Waste management

• Utilities management

that are associated with the companies mainstream operations, which are

• Office Services – Administration; customer liaison; purchasing; traceability, order processing

• Site Operations – Security operations at client sites

The register is analysed to determine the most significant impacts of processes on the environment, by the management team, and external consultants (where required). Output of the analysis is the Key Characteristics diagram, (MAN 04) on which impacts on the environment are categorised as major, significant, lesser or negligible.

6.1.3 Compliance obligations

Procedures are in place to identify and have access to all applicable legal requirements, Compliance and to determine how these apply to the company management of environmental aspects. This is achieved through “Business Environmental updates”, “www.legislation.gov” and through the HSE web site and trade press (also refer to MAN 04).

Legislation Listing

A list is developed of all legislation applicable, codes of practice, guidance notes and similar.

The list is reviewed (typically 12 monthly by the Management Rep or his deputy) and decisions made on the applicability of any new or changed legislation or required codes of practice. (MAN 04)

Analysis

The list is analysed to determine necessary procedures, controls, documentation, instructions and records are necessary to demonstrate compliance.

Review

The list is subject to internal audit and is an agenda item for the Management Review meeting (MRM 01)

6.2 Objectives and planning to achieve them

6.2.1

Company objectives are given in the Management plan. They are developed from the most significant impacts of the company operations and encompass quality, environmental and health and safety aspects, they will be reviewed annually at the management review meeting to ensure they remain fit for purpose. (See Business Management plan)

6.2.2

The Management Review meeting is the driver for the company to achieve continual improvement of the management systems and its objectives. The results of the data analysis and internal audits provide objective evidence of the company’s actual and perceived performance. This will allow for the necessary changes to the processes and systems to be made in supporting improvements against defined objectives. Objectives are specific, measurable, achievable, realistic, and time-based. Accountabilities for specific objectives are defined.

6.3 Planning Changes

The Procedures cover the specific methods and processes used to achieve customer requirements. This is also linked to the method statements, which are required to enable the company to fulfil the client’s detailed needs. Timely consideration will also be given to plan and manage any changes to the, process, new projects or contracts. Such events will trigger off the need for a Planning Meeting to be held to review and identify any changes, which are required to ensure that all the appropriate activities take place.

Changes to the system shall be made through them managing director and will include the reason for the change, what the consequence of the change will be, will it affect the integrity of the system, what resource is available and if there is an allocation or reallocation of responsibilities (Form MAN 04)

7 Support

7.1 Resources

7.1.1 General

During the management review meeting, resources (human, equipment and the infrastructure) will be evaluated. The purpose of this evaluation is to ensure that adequate resources are provided to ensure that the client’s requirements can be achieved and improvements to the system can be established. Where internal resources are not adequate external resources will be identified and sourced initially from the list of approved suppliers.

7.1.2 People

All personnel whose activities and responsibilities affect the system shall possess either the appropriate experience or undergo the necessary training to perform their job satisfactorily.

7.1.3 Infrastructure

The company will ensure that the infrastructure essential to ensure conformity of the service to customer requirements, and conformance with statutory and regulatory requirements, is in place. The infrastructure is formally assessed at the management review meetings.

7.1.4 Work Environment

The work environment (at the company offices and at client sites) is reviewed, to ensure that it allows staff to safely, securely and without intimidation or threat to perform the activities necessary to ensure customer satisfaction.

During the management reviews the resources of the company will be examined to ensure that they are adequate for the purpose they were intended for, and to assess if additional resources are required.

The Directors ensure that the infrastructure and working environment are suitable to ensure product conformity and compliance with statutory and regulatory requirements

7.1.5 Monitoring and Measuring Resources

7.1.5.1 General

The control procedures shall define the monitoring and measurement requirements for all services and systems for recording data as a permanent record of actions taken or problems encountered. Acceptance criteria shall be established, and if the service fails to meet these predetermined criteria, then appropriate actions will be taken. Any deviations from the standard requirements will be recorded and agreed with the customer. A record will be kept.

7.1.5.2 Measurement traceability

The Company doesn’t have any equipment that requires calibration so therefore this clause is not applicable

7.1.6 Organisational Knowledge

Procedures are in place to identify and have access to all applicable legal requirements, Compliance and to determine how these apply to the company management for the conformity to service requirements. This is achieved through industry updates, “www.legislation.gov” and through the HSE web site and trade press and improvement activity.

7.2 Competence

Managers assess the required skills for the operation of the management system and associated procedures. Personnel are trained and gain experience to achieve required levels of competence. Training is organised as appropriate; competence is regularly assessed. Training and competence assessment records are maintained.

7.3 Awareness (Internal/External)

Staff meetings, briefing groups and subcontractor inductions are held to ensure all individuals are aware of company policies and procedures, and their contribution to the achievement of improvements to the management system. They are also made aware of the risks associated with not conforming to all quality & Environmental requirements

7.4 Communication (Internal/External)

The company Documented Policies are published on the web site and made available to all employees and customers. Other elements of the management system may be made available to interested third parties and the public on request.

The company has provided resources to ensure that effective communications of its processes within the various levels of the organisation are established & maintained.

There are clearly identified routes and systems for the effective communication of information, enquiries and contract amendments and customer feedback (including complaints.). Management systems information and requirements are communicated through memos, toolbox talks, newsletters and publication of applicable information.

Procedures are in place for the control of internal communication on Quality, Environmental matters, including communications from external interested parties. This can be achieved through management meetings and customers meetings, which will be documented.

The Director is responsible for ensuring conformance with all aspects of these procedures. He is the main communicator with external agencies, the media etc.

He ensures that communication systems within the company are fully effective, and that all staff are aware of their Quality & Environmental responsibilities

• The Management Review meeting is the main formal methods of verbal communications. Specific changes to systems, procedures or documentation are subject to formal Document Control procedures MAN 07.

• The Director is responsible for dissemination of internal communications to his contractors. Accountabilities are given in job descriptions. Contractor visits are organised as applicable; records are maintained of subject matter and attendance.

• The MD ensures that notice boards are maintained up to date with all applicable current information

• Environmental Management System policies and objectives are published widely within the company

• Review meeting minutes and action plans are distributed as applicable and published within the company

• All decisions on the external communication of any company affairs are made by the MD

• The Management Representative ensures that any changes to or additions of procedures are made in a controlled way, and their distribution is controlled and recorded.

• The Company will communicate its Environmental aspects if requested by any of its stakeholders; this process will be via email.

• Any complaints (internally and externally) received will be documented into the complaints form.

7.5 Documented information

7.5.1 General

The management system is documented and presented in the form of this Manual, and associated Procedures. The Records Control procedure identifies all records and data within the system, including accountabilities, and controlled retention times.

7.5.2 Creating and Updating

This Management System Manual details the management responsibilities and management system requirements, and outlines the procedures required for controlling the services of MAK Integrated Services Limited. Procedures and control systems contain detailed information defining how the requirements of the management system are achieved.

The Managing Director issues the Management System Manual, procedures and Control Systems, distribution and amendments are controlled. Associated with the procedures, the company develops method statements and procedures describing in detail the actual work to be carried out by the company’s personnel.

All employees are introduced, in detail, to the requirements of this Management System and all new employees are required to be aware all of the systems applicable to their duties and responsibilities. In addition they are made aware of all supporting documentation that is required to enable them to undertake their tasks.

Records are maintained to demonstrate the effectiveness of the management system, and develop improvements. Records are controlled to a defined procedure.

7.5.3 Control of documented information

Controlled documents are identified by title, issue reference and issue date. They are reviewed and approved by the Managing Director as shown on the document register.

Distribution of documentation is controlled; all systems and records are appropriately backed up (electronic files) or suitably filed / protected (hard copies). Document change is controlled; obsolete versions are archived. Retention times are defined on the document register. Documents of external origin are identified and controlled through appropriate registers.

8. Operation

8.1 Operational planning and control

The company produces and maintains systems, and records that control the processes and / or services, that are required to achieve service provision and satisfy customer requirements and expectations, safely and with due consideration to the work and external environment. Contract requirements are recorded, appropriate processes are defined. Resources are provided, responsibilities are defined and acceptance criteria verified and validated.

Operational Controls are given in company procedure Controls and in the management plan, the procedures include the planning of changes and the review of changes and the actions required to mitigate the effects. (MAN 04)

8.2 Emergency preparedness and response

The impact on the environment shall be considered with regard to office and site based activities. Objectives and targets to improve environmental performance shall be set and communicated internally – external communication will be determined by management on a case by case basis. The environmental impacts of the organisation are considered to be relatively low – but best practice dictates that travelling should be minimised and efficient, energy consumption should be controlled and reduced where possible and depletion of resources shall be minimised by careful management of consumables. An environmental aspect register (MAN 04) is maintained and used to determine the significance of the organisations impact. Likewise, and environmental legislation register (MAN 04) is maintained to ensure the organisation operates in accordance with environmental legislation and regulations – compliance is checked annually and recorded on the register.

The provision for dealing with environmental emergencies will be tested as far as possible – due to the nature of the business the likelihood of an emergency is considered extremely rare. All personnel are aware of action to be taken regarding vehicle use – fuel spills and is aware of fire evacuation procedures. The potential for environmental emergencies shall be considered according to the nature of the site where personnel are operating by keying into arrangements of the client.

8.2.1 Customer communication

Customer needs and requirements are determined through effective contract reviews, and are defined in method statements and procedures. The purpose of the contract reviews is to fully understand the customers order requirements, thus allowing the company every opportunity to meet and where reasonably practicable exceed the customer’s expectations. Contingency procedures are in place where expectations cannot be met.

8.2.2 Determining the requirements for products and services

An essential part of any realisation process is not only to fully understanding the company’s roles and responsibilities, but to ensure that the customer requirements are clearly understood and documented. The company has produced procedures that ensure that all of the customer requirements are documented and agreed in the form of specifications. Legal and regulatory requirements are reviewed, and any known unspecified requirements are considered.

8.2.3 Review of the requirements for products and services

Customer requirements are reviewed on a continuous basis, at regular company/ client meetings. Appropriate changes are made to systems, procedures or contractual arrangements as necessary to ensure the company meets all its statutory and regulatory requirements, which is checked through current legislation or standards. The company will ensure confirmation is obtained if no official customer specification is sent.

To achieve the contract requirements, appropriate procedures are used, in terms of objectives, provision of resources, verification and validation of acceptance criteria, which are supported by the appropriate records.

8.2.4 Changes to requirements for products and services

Where changes are required to specifications, procedures or instructions, all interested parties will be informed of the new documents or changes, this can be in the form of written instructions, emails with the issue of the new information.

8.3 Design and Development of products and services

Design and development is completed in line with relevant British standards including BS 7499 & BS 10800

8.4 Control of externally provided processes, products and services

8.4.1 General

Suppliers are selected on the basis of a satisfactory history of supply, price and quality of service/product. All purchases of goods or services will be made from the list of approved suppliers or contractors, which is maintained and updated by the Compliance Manager. Supplier evaluation documentation will be completed and retained. (See supplier assessment register)

If it is not possible to purchase a particular product or service from the approved suppliers list then Compliance Manager must be notified to enable him to carry out a supplier assessment or instigate additional quality control on incoming services of goods.

8.4.2 Type and extent of control

Procedures have been established for the verification of services. The procedure for inspection will control this activity. A record will be retained.

8.4.3 Information for external providers

All purchases or service requests will contain sufficient information and clear details of product or services required and how the service provider is to communicate with the company. They will be reviewed prior to release, and will define the Companies or clients requirements and how the application of those services or products will be monitored. A record will be retained.

8.5 Production and service provision

8.5.1 Control of production and service provision

Controls on operations have been established in the form of the procedures, method statements, assignment instructions, risk assessments, training plan & resources, policies and service literature. These controls define methods to be used, and records required to ensure that process controls and checks have been properly applied and recorded.

8.5.2 Identification and traceability

Work is identified simply, by site allocation number. Traceability of which customer has which service is through the contract and contract specification.

8.5.3 Property belonging to customers or external providers

Care is taken that customer or external providers property and equipment is not damaged during company operations at client sites. Problems are reported to company management and appropriate actions taken; appropriate insurance is held. Documented information will be retained in the form of an annex in the assignment instructions

8.5.1 Preservation

All services from the contract stage through to the service provided will be controlled with procedures in place. The Company has in place a business continuity plan, which details how the company will continue to operate in the event that the business cannot be run from its current offices to ensure continuity of service to the customer.

8.5.5 Post Delivery activities

Procedures have been established for the verification of the final disposal of products or services and the steps taken should any supplementary services be required.

8.5.6 Review of changes

A procedure has been established to review and implement changes to the requirements of products or services.

8.6 Release of products and services

Release of services will be negotiated with the customer. The procedures define the evidence of conformity and pre release authorisation requirements for all services and a system for recording information as a permanent record of actions taken or problems encountered.

Acceptance criteria will be established, and if the product or service fails to meet these predetermined criteria, then appropriate actions will be taken. Any deviations from the standard requirements will be recorded and agreed with the customer.

8.7 Control of non conforming outputs

8.7.1

Products or services which are found to be non-conforming will be identified and recorded as defined in company procedures.

8.7.2

The Compliance Manager will ensure records of non-conformances of products or services will be reported and reviewed.

9. Performance evaluation

9.1 Monitoring, measurement, analysis and evaluation

9.1.1 General

The company recognises the importance of collecting documented data from many sources on its performance, and has implemented systems for the collection of data on its performance, which is monitored through customer surveys / complaints, feedback, supplier monitoring, records and reports, internal audits.

9.1.2 Customer satisfaction (9001)

The company regards customer feedback as vital to its on going improvement process and has implemented procedures for the capture of actual and perceived customer satisfaction through opinion surveys, lost business analysis, complaints and compliments. The results are presented to management review for consideration and action as required.

9.1.3 Analysis and evaluation

Characteristics for the documented data which are to be measured are defined by the Compliance Manager. This data and its progress are collated and reported at operations meetings and the management review where appropriate follow up actions are considered.

Reports from external agencies (Environment) are monitored. All documented data is periodically evaluated and opportunities for improvements assessed, communicated (internally & externally as required) and implemented where required.

9.2 Internal audit

9.2.1 General

Internal audits are carried out under the control of the Management Representative; to check that documented procedures, controls and work instructions exist, are in use, and are effective, and operations conform to planned arrangements.

Audit checklists are regularly reviewed with the objective of continual improvement. Results of the audits and conformance with planned arrangements will be made available for inclusion within the management review meeting.

9.2.2 Internal audit program

A yearly programme of audits is planned and issued by the Management Representative (and agreed at the Management Review meeting); the results are documented and any non-conformity is recorded and reported to the responsible person, for timely remedial and corrective action to be planned and taken.

9.3 Management review

An agenda for the meeting is published prior to the meeting. A management review will be held at least annually. The Managing Director will chair the meeting, which is to ensure the continuing suitability, adequacy and effectiveness of the management system, and to drive improvements forward.

The management policies and objectives and targets are monitored. Any changes to systems and procedures considered necessary will be initiated at these meetings. Records will be maintained of these meetings.

10. Improvement

10.1 General

In order for the company to improve its products or services and processes, it must have planned activities that monitor its operations. The following sections describe how the company seeks continuous improvement through those planned activities.

Procedures are in place and are on the agenda of the management review meeting, where the relevant personnel will analyse quality reports, quality records, customer complaints and satisfaction data, audit results and procedures, and observations and comments by external agencies, to identify any need for improvement.

It is clearly understood within the company that improvement is aimed at removing potential problems, whilst corrective action is deigned to eliminate actual problems, or problems that have occurred. It is Managing Directors responsibility to monitor the actions to completion.

10.2 Nonconformity and corrective action

The company has defined and documented procedures for the control and effective implementation of corrective actions. These procedures are applicable to problems identified in the process areas and where customer dissatisfaction is evident.

It is essential that root causes are identified and the causes of non-conformances and complaints recorded. All corrective actions are recorded, evaluated, analysed and reported to the management review.

Products or services, which are found to be non-conforming, will be identified and recorded as defined in company procedures. Records of non-conformances will be reported to the management review.

10.3 Continual improvement

The company seeks continual improvement of systems, procedures, methods, products, incidence and severity of accidents and the impact on the environment, and the service given to customers. Responsibilities for improvements are defined; progress against improvement objectives is monitored continuously.

Product or service non-conformity, accidents and environmental impacts are reviewed, causes determined, the need for actions evaluated, and actions taken and recorded. The actions taken are appropriate to the risks to quality, health and safety, and the environment.