“company Internal Document Number QMS-MOL Page 1 of 27 Quality Manual — 2evision number 1 Date 12-sept.-18 QUALITY SYSTEM MANUAL Conforms to ISO 9001:2015 aa T S.No Description. ‘Control # i Controlled Copy we 2 Un-Controlled Copy oO 7 = Manual Revision No: ol a This Copy Number: ol 3 issued to Top MAnane MENT Activity Name / Designation | Signature AKBAR ALI Hil Prepared by oo DADA HAYATH MOHAMED AL Reviewed by ‘AL! HAMAD ALHAMROOR approved by ‘The contents ofthis Manval and the related documantstion are confidential tothe company and should not be reproduced or cope, eithet in partor full nor issued te third party without prior approval of the management, Page 1 of 27Quality System Manual - ISO 9001:2015 Al-Hajdyah Trading and Contracting Co. (HJ) HI-OSM-O1 rev. 01 Dated: 28/08/20: INDEX Contents [Untroduction _ - 01 | General 1 __| Scope 2__| Normative Reference | 3 _| Termes and Definition 4 | Contexte of the Organisation “4.1_| Under standing the Organisation and it’s Context 4.2 _| Under standing the Needs and Expectations of Interested Parties [4.3 _| Determinations the Scope of the Quality Management System | ‘Scope of Registration = 4.4 _| Quality Management System and its Process | [5 | Leadership Z 5.1_| Leadership and Committment 5.2_| Policy Quality Policy 7 ionnel Rules, Responsibilti and Authorities ‘Actions to Address Risks and Opportunities Quality Objectives and Planning to Acheive them 10.2 | Nonconformity and Corrective Action Planning of Changes 7 | Support 71_| Resources _ 7.2_| Competence 7.3. | Awareness _ 7.4 _| Communication - 7.5_| Documented Information = 8 | Operations - | 8.1_| Operational Planning and Control | [8.2_| Requirements for Product and Services '8.3_| Design and Developpent of Product and Services 84 Control of Externally Providing Process [85 _ Production and Service Provision 8.6 | Release of Products and Services ‘87 Control of Nonconforming Outputs ai |9 Performance Evaluation [ ‘9.1 Monitoring, Measurement, Analysais and Evaluation 9.2 | Internol Audit 9.3 | Management Review 10 10 Improvement - | 10.1 | General 10.3 | Continual Improvement. Controlled Copy (Do Not Copy) Page | 2Al-Hajdyah Trading and Contrac Quality System Manual - 1SO 9001:2015 ing Co. (HJ) 1-QSM-01 rev. 01 Dated: 29/08/2018 Distribution Log: Copy Number authored Holder [emaTedTGT] ate sued \Master Copy Management Representative 29 Aug 2018 1 Executive Manager | 2. ‘Quality Control Manager 3. a s Amendement Log: a teat | Description a Revision bate sin lal 0 i Issue according to 1SO 9001:2008 20 Jul 2015 lau 1 _ 2° Issue revised according to ISO 9001:2015 29 Aug 2018 sa — rr ne ere — Controlled Copy (Do Not Copy) Page | 3Quality System Manual - 1SO 9001:2015 | Al-Hajdyah Trading and Contracting Co. (HJ) [__ti-asm-01 rev.04 Dated: 29/08/2038 01 Introduction 1General [AL - HAIDYAH TRADING & CONTRACTING CO. LTD (HJ) has established, documented and implemented Quality Management System in accordance with the requirements of ISO 9001:201 International standard, The primary objectives of the Quality Management System are: ae 2. 3. Document best practices in the organization Achieve high level of customer satisfaction by better satisfying requirements and expectations of the customer Improve the overall management of the orgenization Hi will maintain end continually improve the Quality Management System in accordance with the requirements of ISO 9001:2015 international Standard. This quality manual is used internally to guide the company’s employees through the various requirements of the ISO standard that must be met and m ‘tained in order to ensure customer satisfaction and continuous Improvement in the company’s processes This quality manval is used externally to introduce the Quality Management System to customers and other external stakeholders. The manual is used to familiarize them with the controls that have been implemented, and to assure them that the integrity of the Quality Management System is maintained and focused on customer satisfaction and cor uous improvement. This Quality Manual specifies requirements that Hi uses to address customer satisfaction, to meet customer and applicable regulatory and statutory requirements and to meet ISO 9001:2015 requirements, and is supported by additional procedures where necessary. The quality management principles stated in [SO 9000, and |SO 9001, have been taken into consideration during the development of this Quality Policy Manual. This Quality Manual specifies the general requirements HJ competence towards a management system for quality, administrative and technical operations. 1Scope This Quality Manual specifies requirements for 2 quality management system where H) needs to demonstrate its ability to consistently provide product and services that meet customer and applicable statutory and regulatory requirements, and aims to enhance customer satisfaction ‘through the effective application of the system, including processes for improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements All the requirements of this ISO 9001:2015 are generic and are intended to be applicable to any organization, regardless of its type or size, or the products and services it provides; HI Quality Management System includes business processes defined in this manual as below. Main business processes; Determining the organization context, identifying relevant issues & providing strategic direction in General Contractor in Electrical, Civil, Telecommunications, Water and Sewerage works, IT Technologies, Manpower and Equipment Supply. Demonstrating the leadership and commitment Planning- determining risks and opportunities need to be addressed, Support Ensuring resources aligned to actions to risks and opportunities. COperation- implementing processes and actions as determined. Controlled Copy (Do Not Copy) Page | 4Quality System Manual - 1SO 9001:2015 Al-Hajdyah Trading and Contracting Co. (HJ) HI-QSM-01 rev. 02 Dated: 29/08/2018 = Performance Evaluation and Improvement. This document is available to all H) heads personnel, customers, and representatives of ISO Quality Registrar. HJ heads encompass all the specified requirements outlined in ISO 9001-2015 with exclusion of design and development of product and services. Hence the requirments defined in the clause 8.3 design and development of the 180 9001-2015 Is not applicable to HJ Quality management system. 2 Normative References The following documents, in whole or in part, are normatively referenced in this document and are indispensable for its application. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. 180 9001:2015, Quality management systems ~~ ¢undamentals and vocabulary LIST OF ABBREVIATIONS USED AORMC om HRM ac sM -M FM PM om NCR cAR CPAR ams Po Mat 3 Terms and Defi 3.1 Terms Relating to Quality Quality Customer Satisfaction ns Al Osais Road Maintenance Co General Manager Human Resource Manager Quality Contoller Sales Manager Production Manager Finance Manager Purchasing Manager Operations Manager Non-Conformance Report Corrective Action Report Corrective and Preventive Action Report Quality Management System Process Description Management Ability of a set of inherent characteristics of a product, system or process to fulfill requirements of customers and other interested parties. Customer's opinion of the degree to which a transaction has met the customer's needs and expectations. Controlled Copy (D0 Not Copy) Page | 5Quality System Manual - 1sO 9001:2015 Al-Hajdyah Trading and Contracting Co. (HJ) HJ-QSM-01 rev. 01 Dated: 29/08/2018 Copatility 3.2 Terms Relating to Ability of on organization, system, or process to realize a product that fulfils the requirements for that product. Management Management System System to establish policy and objectives and to achieve those objectives. Quality Management System to establish a quality policy and quality objectives and to achieve System those objectives. Quality Policy Overall intentions and direction of an organization related to quality as formally expressed by to management. Quality Objectives Something sought, or aimed for related to quality. Quality Planning Part of quality management focused on setting quality objectives and specifying necessary operational processes and related resources to fulfill the quality objectives. Quality Control Part of quality management, focused on fulfilling quality requirements. Quality Assurance Part of quality management, focused on providing confidence that quality requirements shall be fulfilled. Quality Improvement Part of quality management, focused on increasing effectiveness and efficiency, 3.3 Terms Relating to Organization Organizational Orderly arrangement of responsibilities, authorities and relationships between staff Structure of a company. Work Set of conditions under which a person operates. Environment Customer Organization or person that receives @ product. Supplier Organization or product that provides a product. Interested Person or group having an interest in the performance or success of an Property organization. 3.4 Terms Relating to Process and Product Process System of activities which uses resources to transform inputs into outputs. Product Result of a process. Service Intangible product that is the result of at least one activity performed at the interface between the supplier and customer. Design and Set of processes that transform requirements into specified characteristics and Development 3.5 Terms Relating to Quality Characteristics Traceability 3.6 Terms Relating to Conformity into the specifications of the product realization process. Characteristic Inherent characteristics of a product, process, or system derived from a requirement Ability to trace the history, application or location of that which is under consideration. Conformity Fulfillment of a requirement. Non-conformity Non-fulfillment of a requirement. Controlled Copy (De Not Copy) Page |6Quality System Manual - 1SO 9001:2015 Al-Hajdyah Trading and Contracting Co. (HJ) IS-01 rev. O1 Dated: 29/08/20: Preventive Action —_Action taken to eliminate the causes of a potential non-conformity or other potentially undesirable situation. Corrective Action _Action taken to eliminate the cause of a detected nonconformity or other undesirable situation. Correction Action taken to eliminate a detected nonconformity. Concession Authorization to use or release a product that does not conform to the specified requirements Release Authorization to proceed to the next stage of a process. Repair Action taken to a non-conforming to make it acceptable for the intended use. Rework Action taken on a non-conforming product to make it conform to the requirements. Re-grade Alteration of the grade of a non-conforming product in order to make it conformant with requirements differing from the initial ones. Serap Action taken on @ non-conforming product to preclude its originally intended usage. 3.7 Terms Relating to Document Document Information and its support medium Specification Document stating requirements. Guideline Document stating recommendations or suggestions Quality Manual Document stating the quality management system of an organization. Quality Plan Document specifying the quality management system elements and the resources to be applied in a specific case. Procedure Specified way to perform an activity or a process. Record Document stating results achieved or providing evidence of activities performed, 3.8 Terms Relating to Examination Objective Evidence Data supporting the existence or verity of something, Inspection Conformity evaluation by observation and judgment accompanied as appropriate by measurement, testing or gauging. Verification Confirmation and provision of objective evidence that specified requirements have been fulfilled Validation Confirmation and provision of objective evidence that the requirements for a specific intended use or application have been fulfilled, 3.9 Terms Relating to Audit Audit Systematic, independent and documented process for obtaining evidence and evaluating it objectively to determine the extent to which the audit criteria shall be fulfilled. ‘Audit Program Set of audits to be carried out during a planned time. ‘Audit Scope Extent and range of 2 given audit. Augit Criteria Set of policies, procedures, or requirements against which collected audit evidence is compared. Audit Evidence Records, verified statements of fact or other information relevant to the audit Controlled Copy (Do Not Copy) Page |7Quality System Manual - 1SO 9001:2015 Al-Hajdyah Trading and Contracting Co. (HJ) H)-QSM-01 rev.01 Dated: 29/08/2018 Audit Findings Results of the evaluation of the collected audit evidence against audit criteria. Audit Conclusions Outcome of an audit decided by the audit team after consideration of all the audit findings. Auditee Organization person being audited. ‘Audit Team One or more auditors conducting an audit, one of whom is appointed as leader. Auditor Person qualified from a certification body to conduct audits. 3.10 Terms Relating to Quality Assurance for Measurement Processes Measurement Set of operations having the object of determining the value of a quanti Measurement Set of interrelated resources, activities, and influences related toa Process measurement Measurement Set of operations necessary related to achieve meteorological confirmation and Control System continuous control of measurement processes Measuring. Instrument, measurement standard, reference material and/or auailiary Equipment apparatus necessary to implement a measurement process for carrying out a specified and defined measurement. 4 Context of the Organization 4.4 Understanding the Organization and its Context HJ has determined external and internal issues that are relevant to its purpose and its strategic direction and that affect its ability to achieve the intended result(s) ofits quality management system. Hi monitors and reviews information about these external and internal issues. Hi shall monitors and reviews the information about the external and internal issues periodically with 2 focus on below issues. a) Positive and negative factors or conditions arising out of review. b) Technology upgradation as required. ) Market information, upcoming projects. d) Competitors Information ) Economic environment f) Manpower 4.2 Understanding the Neods and Expectations of Interested Parties Due to thelr effect or potential effect on HI ability to consistently Hi provide services the needs and expectations of interested parties can effect or potentially effect ability in constantly providing products and services that meet customer and applicable statutory & regulatory requirements. Hence HI shall determines that; a) The requirements of these interested parties are relevant to Quality Management system c) The information about the interested parties and their requirements shall be monitored and regularly reviewed. 4.3 Determining the Scope of the Quality Management System Hi shall determines the boundaries and applicability of the Quality Managemen system to establish the scope considering; a) The internal and external issues bj The requirements of interested parties } Its product and services. Controlled Copy (De Not Copy) Page | 8Quality System Manual - ISO 9001:2015 Al-Hajdyah Trading and Contracting Co. (HJ) HI-OSM-01 rev. 01 Dated: 29/08/2018 ‘All the requirements of ISO 9001:2015 as determined in the scope of this manual with justifications for exclusions are applicable for the quality management system that is maintained as documented information. It shall be ensured that the requirements of ISO 9001:2015 standards determined as not applicable shall not affect HJ ability or responsibility in ensuring the conformity of products and services and the enhancement of customer satisfaction. ‘Scope of Registration ‘The Scope associated with HI General Contractor in Electrical, Civil, Telecommunications, Water and Sewerage works, IT Technologies, Manpower end Equipment Supply. 4.4 Quality Management System and its Processes 4.4.1 HJ has established, implemented, meintains, and continually improves a quality management system, including the processes needed and their interactions, in accordance with the requirements of this International Standard. a) HI has determined the processes needed for the quality management system and their application throughout and determined the inputs required and the outputs expected from these processes; b) Determined the sequence and interaction of these processes; c) Determined and applied the criteria and methods (including monitoring, measurements and. related performance indicators) needed to ensure the effective operation and control of these processes; d) Determined the resources needed for these processes and ensure their availability; e) Assigns the responsibilities and authorities for these processes; f) Addresses the risks and opportunities as determined in accordance with the requirements of 6.1; 8) Evaluates these processes and implement any changes needed to ensure that these processes achieve their intended results h) Improves the processes ang the quality management system. 4.4.2 To the extent necessary, HJ maintains documented information to support the operation of its processes (See procedure list) Retain documented information to have confidence that the processes are being carried out as planned (See Records Table). 5 Leadership 5. Leadership and Commitment 5.41 General Top management of HI demonstrates leadership and commitment with respect to the quality management system by: a) Taking accountability for the effectiveness of the quality management system; 'b) Ensuring that the quality policy and quality objectiveness are established for the quality management system and are compatible with the context and strategic direction of HJ ensuring the integration of the quality management system requirements into HI Business process; ¢) Promoting the use of the process approach and risk-based thinking; d) Ensuring that the resources needed for the quality management system are available; e) Communicating the importance of effective quality management and of conforming to the quality management system requirements; 4) Ensuring that the quality management system achieves its intended results; Controlled Copy (De Not Copy) Page | 8Quality System Manual - ISO 9001:2015 Al-Hajdyah Trading and Contracting Co. (HJ) HI-QSM-O1 rev. 01 Dated: 29/08/20: 2) Engaging, directing and supporting persons to contribute to the effectiveness of the quality management system; h) Promoting improvement; and |) Supporting other relevant management roles to demonstrate their leadership as it applies to their areas of responsibility. 5.1.2 Customer Focus HJ top management demonstrates leadership and commitment with respect to customer focus by ensuring that: a) Customer and applicable statutory and regulatory requirements are determined, understood and consistently met; ») The risks and opportunities that can affect conformity of products and services and the ability to enhance customer satisfaction are determined and addressed; and ¢) The focus on enhancing customer satisfaction is maintained. 5.2 Policy 5.2.1 Developing the Quality Policy Top management of Hi has established, implemented and maintains a quality policy that: a) Is appropriate to the purpose and context of HJ and supports its strategic direction: b) Provides a framework for setting quality objectives; c) Includes a commitment to satisfy applicable requirements; and 4) Includes a commitment to continual improvement of the quality management system. 5.2.2, Communicating the Quality Policy The Quality Policy of HJis available and maintained as documented information and communicated, understood and applied within the organization; and is available to relevant Interested parties, as appropriate. Quality Policy’ To ensure Quality 's present from inception to completion in al that we do. HJ provides and continually improves quality of production and services, on time delivery and the overall service experience while meeting or exceeding the requirements and expectations of our customers. HJ commits to review the continued suitability of the policy, promotes this throughout the organization, assures compliance with all requirements and continually maintains the effectiveness of the QMS System. 5.3 Organizational Roles, Responsibilities, and Authorities HJ top management ensures that the responsibilities and authorities for relevant roles are assigned, communicated and understood within company.Top management assigns the responsibility and authority for: a) Ensuring that the quality management systern conforms to the requirements of this international Standard ISO 9001 -2015; ) Ensuring that the processes are delivering their intended outputs; ) Reporting on the performance of the quality management system and on opportunities for improvement (see 10.1), in particular to top management; 4) Ensuring the promotion of customer focus throughout Hi and ¢) Ensuring that the integrity of the quality management system is maintained when changes to the avality management system are planned and implemented. Controlled Copy (D0 Not Copy) Page | 10Quality System Manual - 1SO 9001:2015 Al-Hajdyah Trading and Contracting Co. (HJ) HI-QSM-01 rev.01 Dated: 29/08/2018 6 Planning 6.1 Actions to Address Risks and Opportunities 6.1.1 HJ shall plan its Quality management system considering issues as referred in orgenization context and the requirements of interested parties while determining the risks and opportunities with actions on below as a minimum; 1) To ensure that the Quality Management system can achieve the intended results 2) To enhance the desirable effects 3) Prevent, change or reduce undesired effects 4) Achieve improvement 6.1.2 HJ planning shall address actions for risks and opportunities. These actions shall be integrated and impiemented into the Quality management system & the effectiveness shall be evaluated. While addressing actions on risks options like avoiding risks, taking or retaining risks with informed decision to pursue opportunity, eliminating source of risk, changing the likelihood or consequences or sharing the risk shall be considered. While pursuing the opportunities options like adoption of new practices, launching new production process, opening for new markets, new customers, building partnership, new technology and any other vieble possibilities that can address organization or customer needs shall be considered. 6.2 Quality Objectives and Planning to Achieve Them HJ shall establish measurable quality objectives consistent with Quality policy at relevant functions & processes mainly in following areas. Earn customer recognition through continual quality progress; Measure quality performance and evaluate compliance with customer service level agreements; Operate efficiently to reduce overall operating costs; Recognize each employee's responsibility for quality; Seek out and upgrade technologies for improvement and assuring error-free work; Empower employees to make recommendations and question processes, which may produce production and service nonconformity. The quality objectives shall be in line with applicable requirements, relevant to the conformity ofthe production and services with a focus on enhancing customer satisfaction. The quality objectives shall be communicated updated appropriately and the progress achieved shall be monitored. The quality objectives shall be maintained as documented information, In the process of planning to achieve the quality objective the responsibility, resources required, time bound action required and means for evaluating results shall be determined. The documented information shall be maintained, 6.3 Planning of Changes When Hi determines the need for changes to the quality management system, the changes are carried out in a planned manner (see 4.4). HJ considers: a) The purpose of the changes and their potential consequences; b) The integrity of the quality management system; Controlled Copy (Do Not Copy) Page| 11Quality System Manual - ISO 9001:2015 Al-Hajdyah Trading and Contracting Co. (HJ) HJ-QSM-01 rev..04 Dated: 29/08/2018 ¢) The availability of resources; and 4d) The allocation or reallocation of responsibilities and authorities. 7 Support 7.4 Resources 7.1.1 General Hi determines and provides the resources needed for the establishment, implementation, maintenance and continual improvement of the quality management system. H) considers: The capabilities of and constraints on existing internal resources; and what needs to be obtained from the external providers. 7.1.2 People Hi determines and provides the persons necessary for the effective implementation of its quality ‘management system and for the operation and control of its processes. 7.13 Infrastructure Hi determines, provides and maintains the environment necessary for the operation of its processes and to achieve conformity of production and services. 4) Buildings and associated utilities; b) Equipment, including hardware and software; c) Transportation resources; and 4) Information and communication technology 7.1.4 Environment for the Operation of Processes HI determines, provides and maintains the environment necessary for the operation of its processes and to achieve conformity of production and services. a) Social (2.g. non-discriminatory, calm, non-confrontational); bb Psychological (e.g. stress reducing, burnout prevention, emotionally protective); ) Physical (e.g. temperature, heat, humidity, light, airflow, hygiene, noise). These factors can differ substantially depending on the production and services provided 7.1.5 Monitoring and Measuring Resources 7.1.5.1 General HI determines and provides the resources needed to ensure valid and reliable results when ‘monitoring or measuring is used to verify the conformity of products and services to requirements. HJ ensures that the resources provided: a) Are suitable for the specific type of monitoring and measurement activities being undertaken; and b) Are maintained to ensure their continuing fitness for their purpose. Hi retains appropriate documented information as evidence of fitness for purpose of the monitoring, and measurement resources. 7.15.2 Measurement Traceability When measurement traceability is a requirement, or is considered by HJto be an essential part of providing confidence in the validity of measurement results, measuring equipment ere: Controlled Copy (D0 Not Copy) Page | 12Quality System Manual - 1SO 9001:2015 Al-Hajdyah Trading and Contracting Co. (HJ) HU-QSM-01 rev. 01 Dated: 29/08/2018 a) Calibrated or verified, or both, at specified intervals, or prior to use, against measurement standards traceable to international or national measurement standards; when no such standard exist, the basis used for calibration or verification is retained as documented information; ») Identified in order to determine their status; and ¢) Safeguarded from adjustments, damage or deterioration that would invalidate the calibration status and subsequent measurement results, HJ determines if the validity of previous measurement results has been adversely affected when measuring equipmentis fount to be unfit for its intended purpose, and takes appropriate action as necessary, 7.1.6 Organizational Knowledge HI determines the knawiedge necessary for the operation ofits processes and to achieve conformity of production and services. This knowledge is maintained and made available to the extent necessary. When addressing changing needs and trends, Hi considers its current knowledge and determines how to acquire or access any necessary additional knowledge and required updates. 7.2 Competence HJ shall determine and maintain documented information to ensure that all personnel who manage, perform, or verity activities within QMS affecting conformity to production requirements are qualified and competent to establish minimum requirements for that function on the basis of appropriate education, training, skills, experience and other recognized criteria. HJ determines the necessary competence for personnel performing activities affecting conformity to product requirements and provides training or similar actions to ensure and satisfy the required needs. Any actions taken to improve the competence and/or training are evaluated to ensure compliance: 7.3 Awareness All personnel are made aware of the relevance and importance of their activities, quality policy and their contribution to the achievement of the quality objectives, effectiveness of quality management system & benefits of improvement. Awareness on Implications of not conforming to the Quality ‘management system shall also be provided. Documented information related to awareness shall be maintained. 7.4 Communication HI Executive Management ensures continual communication between all levels and functions including any external communication to ensure intent within the organization regarding the processes of the quality management system and related policies and their effectiveness is communicated, understood and reviewed. This may include, but not limited to, information from, internal quality audits, management reviews, customer feedback, ete. in general, the quality management system shall serve as the key medium for conveying internal communication within the organization. The quality policy and objectives, documented procedures, process instructions, work instructions and record are also used to communicate organizational intent, External communications related customers, interested parties shall be through relevant functions like Sales, Purchase or Quality control/Assurance, Controlled Copy (Do Not Copy) age | 13Quality System Manual - 1SO 9001:2015 Al-Hajdyah Trading and Contracting Co. (HJ) HI-QSM-01 rev.04 Dated: 29/08/2018 7.5 Documented Information 7.5.1 General HJ Quality Management System has documented procedures as required by ISO 9001:2015 and as determined by HJ to ensure effective planning, consistent operation and control of the Quality Management System, production/service conformity, resources needed, control on outsourced processes and customer related processes and to meet the stated requirements of H! quality policy and objectives. HJ Quality Manual forms the basis of the Quality Management System and also describes exclusions and reference to associated procedures. This document also offers a description of ISO 9001:2015 specified requirements, their perspective elements, and their interaction with Hi planned processes. 7.5.2 Creating and Updating When creating an updating documented information, HJ ensures appropriate: 4) Identification and description (e.g title, date, author, or reference number); b) Format (e.g, language, software version, graphics) and media (e.g. paper, electronic); and ¢) Review and approval for suitability and adequacy 7.5.3 Control of Documented Information 7.5.3.1 Documented information required by the quality management system and by ISO $001:2015 are controlled to ensure: availability and suitable for use, where and when it is needed; and It is adequately protected (e.g. from loss of confidentiality, improper use, or loss of integrity). 7.5.3.2 For the control of documented information, HJ has addressed the following activities, as applicable. a) Distribution, access, retrieval and use; ) Storage and preservation, including preservation of legibility; ¢} Control of changes (e.g. version control}; and a) Retention and disposition. Documented information of external origin determined by Hi to be necessary for the planning and operation of the quality management system is identified as appropriate and controlled. Documented information retained as evidence of conformity are protected from unintended alterations. HJ planned, implemented and controls the processes (see 4.4) needed to meet the requirements for the provision of production and services, and implemented the actions determined in Clause 6, by: a) Determining the requirements for the production and services; b) Establishing criteria for: 1. The processes; 2. The acceptance of production and services; c) Determining the resources needed to achieve conformity to the production and service requirements; d) Implementing control of the processes in accordance with the criteria; and e) Determining and keeping documented information to the extent necessary 1. To have confidence that the processes have been carried out as alanned: Controlled Copy (Do Not Copy) Page | 14Quality System Manual - 1SO 9001:2015 Al-Hajdyah Trading and Contracting Co. (HJ) HI-QSM-01 rev.01 Dated: 29/08/2018 2. To demonstrate the conformity of production and servicas to their requirements The output of this planning is in a form suitable HJ method of operations. HJ ensures that outsourced processes are controlled (See 8.4). 8.2 Requirements for Production and Services 8.2.1 Customer Communication HJ maintain customer communication as per the documented procedure for; Communication with Customers includes: a) Providing information relating to products and services; b) Handling inquiries, contracts or orders, including changes; ¢) Obtaining customer feedback relating to products and services, including customer complaints; 4) Handling or controlling customer property; and e) Establishing specific requirements for contingency actions, when relevant. 8.2.2 Determining the Requirements Related to Production and Service The Sales Manager shall review & understand the special production req customer. All customer enquiries shall be cleerly understood, reviewed and documented with signature. Queries, if any shall be clarified with the customer or internal staff, prior to cost estimation and. preparation of the quotation. Necessary liaison work shall be carried out with the customer to realize a quotation into an actual Purchase Order. The received Purchase Order shall be reviewed by the Sales Manager to ensure that the order requirements shall be in compliance with the original quotation proposal and any other mutually agreed modifications. A Job order is orepared detailing all the products requirements required by the customer and is forwarded to the Production Manager for initiating the production activities. ements specified by the 8.2.3 Review of Requirements Related to Products and Services 8.2.3.1 HJ ensures that it has the ability to meet the requirements for production and services offered to customers. HJ conducts a review before committing to supply production and services to a customer, to include: Requirements specified by customer, including the requirements for delivery and post-celivery activities; Requirements not stated by the customer, but necessary for the specified intended use, when known; Requirements specified by HJ statutory and regulatory requirements applicable to the products and services; and contract or order requirements differing from those previously expressed H) ensures that the contract or order requirements differing from those previously defined are resolved. The customer's requirements are confirmed by HJ before acceptance, when the customer does not provide a documented statement of their requirements. 8.2.3.2 HJ retains documented information, as applicable: a) On the results of the review; and b) On any new requirements for the products and services; 8.2.4 Changes to Requirements for Products and Services HJ ensures that relevant documented information is amended, and that relevant persons are made aware of the changed requirements, when the requirements for products and services are changed Controlled Copy (Do Not Copy) Page | 15Quality System Manual - ISO 9001:2015 Al-Hajdyah Trading and Contracting Co. (HJ) HI-QSM-01 rev.01 Dated: 29/08/2018 8.3. Design and Development of Products and Services HJ production/operations as per customer design and development criteria. Hence design and development is not in the scope of HJ QMS refer para 1.1 of this manual for exclusions. 8.4 Control of Externally Provided Processes, Products, and Services 8.4.1 General HJ ensures that externally provided processes, production and services conform to requirements. HJ determines the control applied to externally provided processes, production, and services when: a) Production and services from external providers are intended for incorporation HJ own production and services; b) Production and services are provided directly to the customer(s) by external providers on behalf of Hl and ©) Aprocess, or part of a process, is provided by an external provider as a result of a decision by Hi. HJ determines and applies criteria for the evaluation, selection, monitoring of performance, and re- evaluation of external providers, based on their ability to provide processes or production and services in accordance with requirements. Hi retains documented information of these activities and any necessary actions arising from the evaluations. 8.4.2 Type of Extent Control HJ ensures that externally provided processes, production and services do not adversely affect HJ ability to consistently deliver conforming products and services to its customers. HJ a) Ensures that externally provided processes remain within the control of its quality management system; ») Defines both the controls that it intends to apply to an external provider and those it apply to the resulting output; ¢) Takes into consideration: 1. The potential impact of the externally provided processes, production and services on HJ ability to consistently meet customer and applicable statutory and regulatory requirement: 2. The effectiveness of the controls applied by the external provider; 4d) Determines the verification, or other activities, necessary to ensure that the externally provided processes, production and services meat requirements. intends to 8.4.3 Information for External Providers HJ ensures the adequacy of requirements prior to their communication to the external provider. HJ communicates to external providers its requirements for: a) The processes, products and services to be provided; b) The approval of: production and services, methods, processes and equipment; The release of production and services; competence, including any required qualification of persons; The external providers’ interactions with HJ control and monitoring of the external providers’ performance to be applied by HI and verification or validation activities that Hi or its customer, intends to perform at the external providers’ premises. Controlled Copy (Do Not Copy) Page | 16Quality System Manual - ISO 9001:2015 Al-Hajdyah Trading and Contracting Co. (HJ) HI-QSM-01 rev. 01 Dated: 29/08/2018 8.5 Production and Service Provision 8.5.1 Control of Production and Service Provision HJ implements production and service provision under controllad conditions. Controlled conditions include, as applicable:The availability of documented information that defines: 1. The characteristics of the products to be produced, the services to be provided, or the activities to be performed; The results to be achieved, The availability and use of suitable monitoring and measuring resources; The implementation of monitoring and measurement activities at appropriate stages to verify that criteria for control of processes or outputs, and acceptance criteria for production and services have been met; The use of suitable infrastructure and environment for the operation of processes; The appointment of competent persons, including any required qualification; The validation and periodic revalidation, of the ability to achieve planned resuits of the processes for production and service provision, where the resulting output cannot be verified by subsequent monitoring or measurement; The implementation of actions to prevent human error; and The implementation of release, delivery and post-delivery activities. 8.5.2 Identification and Traceability The system is followed for indicating identification, traceability and inspection status of a production at all stages which are of receiving, storage, production and delivery. After performing the receiving inspection of the materials and components, the accepted materials shall be forwarded for storage or issued for production. Materials stored shall be identified with proper location numbers. ished products shall be identified properly with an identification tags, customer identification and item number ete. Non-conforming products at any in-process stage shall be suitably identified with a hold tag and reported for initiating corrective action All the records related to a particular production order shall be referenced with the production date ensuring complete traceability of products from receipt of raw materials to delivery of the production to a customer. 8.5.3 Property Belonging to Customers or External Providers The company shall maintain separate inventory and protection of the rav/semi-finished products received for further processing, if contracted, The company shall utilize the said material only as per instructions received from the client directly and dispose-off the extra/unused material as per client's instructions. The company shall prepare any NCR on the material and dispose it off as per client's instructions. 8.5.4 Preservation HJ preserves the outputs during production and service provision, to the extent necessary to ensure conformity to requirements. 8.5.5 Post-delivery Activities HJ meets requirements for post-delivery activities associated with the products and services. In determining the extent of post-delivery activities that are required, HJ considers: a) Statutory and regulatory requirements; b) The potential undesired consequences associated with its products and services: Controlled Copy (Do Not Copy) Page | 17Quality System Manual - ISO 9001:2015 Al-Hajdyah Trading and Contracting Co. (HJ) HJ-QSM-01 rev. 01 Dated: 29/08/2018 ) The nature, use and intended lifetime of its products and services; d) Customer requirements: and ¢) Customer feedback. 8.5.6 Control of Changes HJ reviews and controls changes for production or service provision, to the extent necessary to ensure continuing conformity with requirements. HJ retains documented information describing the results of the review of changes, the person(s) authorizing the change, and any necessary actions arising from the review. 8.6 Release of Production and Service HJ has implemented planned arrangements, at appropriate stages, to verify that the production and service requirements have been met. The release of products and services to the customer, do not proceed until the planned arrangements have been satisfactorily completed, unless otherwise approved by a relevant authority and, as applicable, by the customer. Hi retains documented information on the release of products and services. The documented information includes: a) Evidence of conformity with the acceptance criteria, ) Traceability to the persons) authorizing the release. 8.7 Control of Nonconforming Outputs 8.7.1 HJ ensures that outputs that do not conform to their requirements are identified and controlled to prevent their unintended use or delivery. HJ takes appropriate action based on the nature of the nonconformity and its effect on the conformity of products and services, This also applies to nonconforming products and services detected after delivery of products, during or after the provision of services. HJ deals with nonconforming outputs in one or more of the following ways a) Correction; b) Segregation, containment, return or suspension of provision of products and services; ¢) Informing the customer; and d) Obtaining authorization for acceptance under concession Conformity to the requirements are verified when nonconforming outputs are corrected 8.7.2 HJ retains documented information that: a) Describes the nanconformity: b) Describes the actions taken; c) Describes any concessions obtained; and d) Identifies the authority deciding the action in respect of the nonconformity. 9 Performance Evaluation 9.1 Monitoring, Measurement, Analysis and Evaluation 9.1.1 General Hi determines shall establish e documented procedure to plan and implement the monitoring, measurement, analysis and evaluate processes needed to demonstrate conformityto product requirements, ensure conformity of the quality management system, and continually evaluate the effectiveness of the Quality Management System. This shall include determination of applicable methods & when the monitoring and measurement shall be performed & when it shall be analyzed and evaluated. Documented information shall be retained. HJ evaluates the performance and the Controlled Copy (D0 Not Copy} Page | 18i Quality System Manual - 1SO 9001:2015 Al-Hajdyah Trading and Contracting Co. (HJ) HJ-QSM-01 rev. 01 Dated: 29/08/2018 effectiveness of the quality management system. HJ retains appropriate documented information as evidence of the results. 9.1.2 Customer Satisfaction In measuring the performance of the quality management yystem, Hi shell establish planned arrangements, as applicable, for monitoring information relating to customer satisfaction and perception to assess whether or not the orgenization has met customer requirements. Suitable methods as below shall be established for obtaining the information on customer perception > Customer satisfaction survey Customer feedback on delivered product/service quality > Lost business/market share analysis Customer compliments and complaints 9.1.3 Analysis and Evaluation HJ analyzes and evaluates appropriate data and information arising form monitoring and measurement.The results of analysis are used to evaluate: a) Conformity of products and services; b) The degree of customer satisfaction, ) The performance and effectiveness of the quality management system: 4) If planning has been implemented effectively; ) The effectiveness of actions taken to address risks and opportunities; 4) The performance of external providers; and 8) The need for improvements to the quality management system. 9.2 Internal Audit HJ shall conduct internal quality audits at a minimum, annually, to determine whether the quality management system is effectively implemented and maintained and to ensure that it conforms to the planned arrangements as required by the QMS and ISO 9001:2015. An audit program shall be planned and taking into consideration the status and importance of the processes and areas to be audited, as well as the results of previous audits. The audit criteria, scope, frequency and methods shall be defined. Selection of auditors and the conduct of audits shall ensure objectivity and impartiality of the aucit process. Auditors shall be independent of the area audited and shall not audit their own work, HJ shall establish & documented procedure to ensure that: ¥ internal audits are planned and conducted, Responsibilities for planning and conducting audits are defined Results are recorded and record maintained Results of audits are brought to the attention of personnel responsible for the audited area, The management responsible for the area being audited shall take necessary corrections and corrective actions in a timely manner to eliminate detected nonconformities and their causes. “Follow-up actions are conducted to include verification of corrective/preventive action on nonconformities, including documented evidence of verification S88 Controlled Copy (Do Not Copy) Page | 29Quality System Manual - ISO 9001:2015 Al-Hajdyah Trading and Contracting Co. (HJ) HI-QSM-01 rev.01 Dated: 29/08/2018, 9.3 Management Review 9.3.1 General Top management reviews HI quality management system, at planned intervals, to ensure its continuing suitability, adequacy, effectiveness and alignment with the strategic direction of H. 9.3.2 Management Review Inputs The management review input requirements includes, at a minimum, information on the following: # Follow-up actions from previous management reviews, + Changes in external & internal issues that are relevant to the quality management system, + Information on the performance and effectiveness of the quality management system, cluding trends in; results of audits, customer satisfaction & feedback from the relevant interested parties, process performance and product/service conformity, | noncenformities and corrective actions monitoring and measurement results performance of external providers * Adequacy of the resources + Opportunities for improvement. = The effectiveness of actions taken to address risks and opportunities 9.3.3 Management Review Outputs The outputs of the management review include decisions and actions related to: a) Opportunities for improvement, b) Any need for changes to the quality management system; and c) Resource needs. Hi retains documented information as evidence of the results of management reviews 10 Improvement 10.1 General Hi determines and selects opportunities for improvement and implements any necessary actions to meet customer requirements and enhance customer satisfaction These include: a) Improving products and services to meet requirements as well as to address future needs and expectations; bb) Correcting, preventing or reducing undesired effects; and Cc) Improving the performance and effectiveness of the quality management system. 10.2 Nonconformity and Corrective Action 10.2.1 When & nonconformity occurs, including any arising from complaints, Hi reacts to the nonconformity and, as eppliceble: 1. Takes action to control and correct it; 2. Deals with the consequences; bj Evaluates the need for action to eliminate the cause(s) of the nonconformity, in order that it does not recur or accur elsewhere, by: 1, Reviewing and analyzing the nonconformity; 2, Determining the causes of the nonconformity; Controlled Copy (Do Not Copy) Page | 20Quality System Manual - 1SO 9001:2015 Al-Hajdyah Trading and Contracting Co. (HJ) HI-QSM-01 rev. 04 Dated: 29/08/2018 3, Determining if similar nonconformities exist, or could potentially occur, c) Implements any action needed; d) Reviews the effectiveness of any corrective action taken; e) Updates risks and opportunities determined during planning, if necessary; and appropriate to the effects of the nonconformities encountered. 10.2.2 Hi retains documented information as evidence of a) The nature of the nonconformities and any subsequent actions taken; and 'b) The results of any corrective action, 10.3 Continual Improvement HJ continually improves the suitability, adequacy and effectiveness of the quality management system. HJ considers the results of analysis and evaluations, and the outputs from the menagement review, to determine if there are needs or opportunities that are addressed as part of the continual Improvement. Controlled Copy (D0 Not Copy) Page | 21Quality System Manual - 1SO 9001:2015 Al-Hajdyah Trading and Contracting Co. (HJ) HILQSM-01 rev. O1 Dated: 29/08/2018 ANNEXE A ORGANIZATIONAL CHART COMPANY ORGANIZATIONAL CHART sotto oaaeer | =. [imate [ oemauane =e] wow] [Raw] Cicer] [roa] asssiiscau | (mio) aaTrMw OR Controlied Copy (Do Not Copy) Page | 22Quality System Manual - ISO 9001:2015 Al-Hajdyah Trading and Contracting Co. (HJ) HJ-QSM-01 rev. 01 Dated: 29/08/2018, ANNEXE B QUALITY POLICY Quality is the hallmark of our enterprise and customer delight is the goal of our efforts with continual improvement as our platform". We will measure our performance in meeting customer requirements and work with them to continually improve the service that we provide. In order to achieve this objective we will maintain an effective and efficient Quality Management System certified to the requirements of ISO 9001:2015. The purpose of this policy is to confirm our commitment to meeting the quality standards expected by our customers in the delivery of the services. - (fic Management. Controlied Copy (Do Not Copy) Page | 24Quality System Manual - ISO 9001:2015 Al-Hajdyah Trading and Contracting Co. (HJ) WI-QSM-01 rev..01 Dated: 29/08/2018 ANNEXE C QUALITY OBJECTIVES 1. It is our objective to provide the satisfaction to our customers by providing high quality products on time, every time. 2. We are committed to providing safe working places to all of our employees. 3. Our company aims to expand operation by establishing branches to closely monitor our customer's needs. 4. Itis our objective to bring highly innovative technology machines to support the continual development. 5. It is our operating philosophy to do it right from the first time, all the time Management. Controlled Copy (D0 Not Copy) Page | 25n@ Quality System Manual - 1SO 9001:2015 Al-Hajdyah Trading and Contracting Co. (HJ) HJ-QSM-01 rev. 01 Dated: 29/08/2018 ANNEXE D Work Flow Chart Add ~ [00 0) 0 0 snenuennonn Controlled Copy (Do Nat Copy) Page | 25Quality System Manual - 1SO 9001:2015 Al-Hajdyah Trading and Contracting Co. (HJ) Dated: 29/08/2018 HI-QSM-01 rev. 01 ANNEXE E PROCESS MAP Satlng Obectes Soma 7 Downer Sect . | tmanesonce ot wort Management fouieina 7 Cente aontirg Deteriatinet Piensa raehie requemertsPeltes 1076 on todpeation [oestrone Mantenaceot inate Super teaaton | =| esis pons ror? Measutetnent, Analysis & improvement Processes andyseotbnad ‘compan sures Controlled Copy (Do Not Copy) Page | 27