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QUALITY ASSURANCE MANUAL Date : 01-11-2001

8 - MEASUREMENT, ANALYSIS AND IMPROVEMENT

8.1. GENERAL
Any processes which will effect the Quality shall be monitored, measured, analyzed and
improved process needed :
- to demonstrate conformity of the product
- to ensure conformity of the IKL’s quality management system
- to continually improve the effectiveness of the IKL’s quality management system

Statistical technique can be use as monitoring method and the result shall be analyzed and
needed action to be taken for continually improvement.

8.1.1. RESPONSIBILITY
8.1.1.1 The Quality Assurance and Quality Control Manager shall prepare an
Inspection Test Plan to ensure conformance with specified requirement. The
Inspection Test Plan to be prepared using following document :
- Customer Contract / Purchase Order Specification(s) and associated
documents
- Codes, Government Regulation
8.1.1.2 The department heads shall identify the need of statistical technique required
in their area, to measure whether their process are met with Customer
requirements to achieve Customer satisfaction.
8.1.1.3 The Project Manager with Assistant Quality Assurance and Quality Control
Manager shall analyze the customer complaint to identify Customer
satisfaction already met.

8.2. MONITORING AND MEASUREMENT

8.2.1. CUSTOMER SATISFACTION
All activities in IKL organization which influence Quality Management System
implementation to achieve Customer satisfaction.

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It is the responsibility of Project Manager and Quality Assurance and Quality Control
Manager to monitor information relating to customer perception as to whether the
IKL’s organization has meet Customer requirement, the methods for obtaining,
monitoring and measuring Customer satisfaction to be as follow :
- Monitor and Analyze Customer Complaints Records
- Conduct and Analyze Customer Satisfaction Surveys
- Review Sales Report
Analyzing result to be reported to the Director through Senior Operation Manager

8.2.2. INTERNAL AND SUB-CONTRACTOR / VENDOR AUDIT

8.2.2.1 GENERAL
Management shall conduct a systematic and independent examination to
determine whether management activities have been implemented effectively
and achieving its objective comply with the requirement of the quality
management system manual/ procedures and or the requirements of
International standard.
Management shall also conduct an audit at planned intervals of the Sub-
Contractor facilities, to ensure their quality of products or services meet with
IKL / Customer requirements.

8.2.2.2 RESPONSIBILITY
Quality Assurance and Quality Control Manager shall arrange and coordinate
the regular audits of IKL and or Supplier (vendor) and Sub-Contractor.
Appointed auditor shall conduct an audit and report to the Quality Assurance
and Quality Control Manager.

Based on the status and importance of activity the Quality Assurance and
Quality Control can arrange spot audit as a compliment of the regular audit.

As a result of audit, Quality Assurance and Quality Control Manager shall

generate and distribute the report to management. Quality Management
System Audit Report shall be brought the Director attention for Quality
Management System Review.

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Quality Assurance and Quality Control Manager shall arrange and monitor the
follow-up audit of Corrective Action Request Implementation.

8.2.2.3 AUDIT PERFORMED BY CUSTOMER OR THEIR AGENT

The Customer may request to audit the IKL Quality System. Coordination shall
be made and agreed between Quality Assurance and Quality Control Manager
as Management Representative and Customer Representative.

IKL has signed confidential agreements with some Customer’s moreover

many contracts stipulate that IKL shall keep confidential matters related to
those contracts. Consequently documents related to contracts should not be
communicated to another Customer’s with the exception of documents related
to contracts signed with the same Customer.

This Quality Assurance Manual may be communicated to a Customer for

information only. Such distribution will not be covered by the controlled
distribution procedure.

8.2.3 MONITORING AND MEASUREMENT OF PROCESS

It is the responsibility of each Department Manager to apply suitable statistical method
to monitor and measure the implementation of Quality Management System
processes in each department with coordination with Quality Assurance and Quality
Control Manager.
This statistical method shall be able to represent / demonstrate the ability of the
processes to achieve planned result.
When the planned result are not achieve, it is the responsibility of concern Department
Head to make report and through Quality Assurance and Quality Control Manager
shall report to Senior Operation Manager for necessary correction and corrective
action to ensure conformity of product.

8.2.4 MONITORING AND MEASUREMENT OF PRODUCT

It is the responsibility Quality Assurance and Quality Control Manager through Quality
Assurance and Quality Control Inspector to monitor and measure the characteristic of
the product to verify that the product requirement are comply to the requirement of
applicable Code / Standard Government and Customer requirements.

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The monitoring and measurement of product shall be conducted at appropriate stages

based on agreed Inspection and Test Plan prior to the commencement of Product
Realization.

Any record of conformity with the acceptance criteria shall be maintained. Record
shall also indicate the authorized person(s) who release or accept the quality of
product.

Unless otherwise specifically requested in written by the Customer, product release

shall not be proceed until Quality Assurance and Quality Control Inspector ensure that
all the planned arrangement or Inspection and Test has been satisfactorily completed.

8.3 CONTROL OF NONCONFORMING PRODUCT

8.3.1. DEFINITION OF NON CONFORMANCE
Any definitive condition which does not comply with the requirements of the applicable
code, Customer’s specification, or IKL specifications.

In addition, deviations from requirements shown on drawings or contained in the

Quality Assurance Manual which have an effect on the planned quality level shall also
be considered as non conforming conditions.

8.3.2. DETECTION OF NON-CONFORMING PRODUCT

The detection of non conforming product is the responsibility of the Inspector either
Customer, Suppliers (Vendors), Sub-Contractor inspector.

In addition any member of IKL who has the knowledge of conditions which have or
could have as result a non conforming product shall immediately report the facts to
the Quality Assurance and Quality Control Manager.

8.3.3. RECORD
Immediately when a non conformance is detected a Non Conformance Report (NCR)
should be established.

It is the responsibility of the Inspector to ensure that the NCR is issued.

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If the non conformance is detected by the Inspector it is the responsibility of the

Inspector to issue the NCR and to transmit it to the Quality Assurance and Quality
Control Manager.

The Quality Assurance and Quality Control Manager maintains the NCR record in the
NCR file and ascertains that all NCR’s have received a solution.

8.3.4. RESOLUTION OF NON-CONFORMING REPORT (CORRECTION OF NON-

CONFORMITIES)
It is the responsibility of Quality Assurance and Quality Control manager together with
Project manager shall resolved NCR. If NCR can not be resolved , then NCR to be
resolved by a Committee under the responsibility of the Senior Operations Manager.

The Committee shall consist of the following members:

 Senior Operations Manager
 Engineering Manager
 Quality Assurance and Quality Control Manager
 Division Manager

The Committee may take one of the following actions:

a. To accept as is : decision must be unanimous (any deviation to Customer’s
specification should be submitted to Customer’s agreement.
b. To repair : the decision must be agreed by the Quality Assurance and Quality
Control Manager. The repair must be accepted unanimously.
c. To conduct additional test prior to making decision.
d. To request Customer’s agreement (any deviation to the Customer’s specification
should be submitted to Customer’s agreement prior to making final decision).

The Project Manager may not take an arbitrary decision regarding NCR’s nor over
rule the decision of the committee in respect of NCR’s.

In case of question which could not be solved within the framework of this manual
the Director shall have final decision.

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8.3.5. CORRECTIVE AND PREVENTIVE ACTION

This action must be taken to ensure that the situation adverse to quality are disclosed,
a search is made for their origin and that the appropriate corrective actions are carried
out and ensure that relevant information on action taken is submitted for management
review, in order to avoid any repetition (see detail in Para. 8.5).

8.4 ANALYSIS OF DATA

It is the department heads responsibility to identify the need for statistical technique required
in their area and to collect data, analyze and conclude the department heads assisted by the
Quality Assurance and Quality Control Manager shall establish performance indicator for
each process, to monitor Quality Management System process performance in their
department so it can be analyzed whether the process can be improved continuously.

The data shall include data generated as a result of monitoring and measurement from other
relevant source.

The analyzing data shall gives the information relating to :

a. Customer satisfaction
b. Conformity to product requirements
c. Characteristic and trends of processes and product including opportunities for preventive
action, and
d. Suppliers / fabricator performance / ability

8.5 IMPROVEMENT
8.5.1. CONTINUAL IMPROVEMENT
The management of IKL shall facilities the continual improvement of the effectiveness
of the quality management system through the use of :
- Quality Policy
- Quality Objectives
- Audit Result
- Review of Corrective and Preventive Action Records
- Management Review Records

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8.5.2 CORRECTIVE ACTION

This section describes the procedure to be used to prevent use of non conforming
product and the subsequent corrective action to be taken by the IKL Quality system
as according to ISO 9001 ; 2000 requirement.

The identification of any non-conformance and divergence can be done by periodic

audit, Internal audit, checking, examination, measuring or personnel observation

The documented procedure to do the corrective action upon identification of the non-
conformance and divergence includes the following activities :
- Reviewing non conformities (including Customer complaints)
- Determining the causes of non conformities
- Evaluating the need for action to ensure and/or prevent that non conformities do
not recur.
- Determining and implementing of corrective action to eliminate the cause of non
conformance and effectiveness of corrective action taken.
- Records of the result of action taken.
- Reviewing corrective action taken.

8.5.3. PREVENTIVE ACTION

The identified cause of non-conformance has to be analyzed and a prevention
procedure has to be made.
The preventive action procedure shall includes :
a. Determining potential non conformities and their causes.
b. Evaluating the need for action to prevent occurrence of non conformities.
c. Determining and implementing action needed.
d. Records of result of action taken.
e. Reviewing preventive action taken.

The form of the prevention action made and result are reported so to be discussed in
the management review. The corrective and preventive action which requires
changes in the quality system document have to be approved by the Director, and it’s
application has to be monitored by the Senior Operation manager within the
determined time limit.

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8.5.4. RESPONSIBILITIES
Every Division Manager, Department Head is responsible for the application,
corrective and preventative action agreed. The Senior Operation manager with the
assistance of the Management Representative is responsible to observe and to
assure that this activity is implemented and documented.

8.6. APPLICABLE PROCEDURES

 PIKL 010 Quality System Audit
 PIKL 011 Inspection and Test Plan
 PIKL 012 Inspection
 PIKL 013 Handling Customer Complaint
 PIKL 015 Statistical Technique Procedure
 PIKL 019 Document and Data Control & Filing
 PIKL 021 Material Handling Procedure

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