QLTY MAN 001 Quality Management System Manual 2020

Quality
Management Systems
AKT Constructions (WA) Pty Ltd

16 Midas Road
Malaga, Western Australia 6090
www.aktconstructions.com.au
THE HOLDER OF THIS MANUAL IS CAUTIONED THAT THE INFORMATION CONTAINED HEREIN MUST NOT BE
LOANED OR CIRCULATED OUTSIDE OF AKT CONSTRUCTIONS EXCEPT WHERE AUTHORISED IN ACCORDANCE
WITH AKT’S POLICIES AND ADMINISTRATION PROCEDURES. THIS MANUAL IS THE PROPERTY OF AKT
CONSTRUCTIONS AND SHALL BE RETURNED WHEN REQUESTED.
QLTY_MAN_001-Quality Management System Manual Last updated 2 July 2020 Page 2 of 43

Contents
1 Scope .................................................................................................................................................................. 6
2 Normative References ....................................................................................................................................... 7
3 Terms and Definitions ........................................................................................................................................ 8
4 Context of the Organisation .............................................................................................................................11
4.1 Understanding the Organisation and its context .....................................................................................11
4.2 Determining the scope of the Quality Management System ..................................................................13
4.3 Quality Management System...................................................................................................................15
5 Leadership ........................................................................................................................................................16
5.1 Leadership and Commitment...................................................................................................................16
5.1.1 General .............................................................................................................................................16
5.1.2 Customer Focus................................................................................................................................16
5.2 Quality Policy............................................................................................................................................17
5.2.1 Establishing the quality policy ..........................................................................................................17
5.2.2 Communicating the quality policy ...................................................................................................17
5.3 Organisation Roles and Responsibilities and authorities .........................................................................17
6 Planning............................................................................................................................................................19
6.1 Actions to address risks and opportunities ..............................................................................................19
6.2 Quality objectives and planning to achieve them....................................................................................20
6.3 Planning of changes .................................................................................................................................22
7 Support.............................................................................................................................................................23
7.1 Resources .................................................................................................................................................23
7.1.1 General .............................................................................................................................................23
7.1.2 People ..............................................................................................................................................23
7.1.3 Infrastructure ...................................................................................................................................23
7.1.4 Environment for the operation of processes ...................................................................................23
7.1.5 Monitoring and measuring resources ..............................................................................................24
7.1.6 Organisational knowledge ...............................................................................................................25
7.2 Competence .............................................................................................................................................26
7.3 Awareness ................................................................................................................................................26
7.4 Communication ........................................................................................................................................27
7.5 Documented Information ........................................................................................................................27
7.5.1 General .............................................................................................................................................27
7.5.2 Level 1: Quality Policy, Quality Objectives, Quality Manual ............................................................27
7.5.3 Level 2: QSP ......................................................................................................................................28

7.5.4 Level 3: Safe Work Procedures and documents of external origin ..................................................28
7.5.5 Level 4: Records and QSF .................................................................................................................28
7.5.6 Creating and Updating .....................................................................................................................28
7.5.7 Control of Documented Information ...............................................................................................28
8 Operation .........................................................................................................................................................29
8.1 Operational planning and Control ...........................................................................................................29
8.1.1 Operational planning and control ....................................................................................................29
8.2 Requirements for products and services .................................................................................................29
8.2.1 Customer communication................................................................................................................29
8.2.2 Determining the requirements for products and services...............................................................30
8.2.3 Review of the requirements for products and services ...................................................................30
8.2.4 Changes to requirements for products and services .......................................................................31
8.3 Design and Development of products and services.................................................................................31
8.3.1 General .............................................................................................................................................31
8.3.2 Design and development planning ..................................................................................................31
8.3.3 Design and development inputs ......................................................................................................31
8.3.4 Design and development controls ...................................................................................................32
8.3.5 Design and development outputs ....................................................................................................32
8.3.6 Design and development changes ...................................................................................................32
8.4 Control of externally provided processes, products and services ...........................................................32
8.4.1 General .............................................................................................................................................32
8.4.2 Type and extent of control ...............................................................................................................33
8.4.3 Information for external providers ..................................................................................................34
8.5 Production and service provision.............................................................................................................34
8.5.1 Control of production and service provision ...................................................................................34
8.5.2 Identification and traceability ..........................................................................................................35
8.5.3 Property belonging to customers or external providers..................................................................35
8.5.4 Preservation .....................................................................................................................................36
8.5.5 Post delivery activities......................................................................................................................36
8.5.6 Control of changes ...........................................................................................................................36
8.6 Release of products and services .............................................................................................................36
8.7 Control of non confirming outputs ..........................................................................................................37
9 Performance Evaluation...................................................................................................................................38
9.1 Monitoring, measurement, analysis and performance evaluation .........................................................38
9.1.1 General .............................................................................................................................................38
9.1.2 Customer Satisfaction ......................................................................................................................38
9.1.3 Analysis and Evaluation....................................................................................................................38

9.2 Internal Audit ...........................................................................................................................................39
9.3 Management Review ...............................................................................................................................40
9.3.1 General .............................................................................................................................................40
9.3.2 Management Review inputs ............................................................................................................41
9.3.3 Management Review outputs ..........................................................................................................41
10 Improvement ...............................................................................................................................................42
10.1 General .....................................................................................................................................................42
10.2 Nonconformity and corrective action ......................................................................................................42
10.3 Continual improvement ...........................................................................................................................42

1 Scope
The Quality Management System (QMS), with AKT Constructions (AKT) policies, procedures and forms,
provides the framework facilitating successful implementation of management system practices and risk
management strategies to meet customer and contract requirements, relevant legislation and company
objectives. The QMS is designed to ensure customer satisfaction, continuity and continual improvement of
products produced and services provided.
AKT has developed and implemented this QMS to improve overall performance and provide a framework for
sustainable development initiatives.
The purpose of the QMS is;

• The ability to consistently provide products and services to meet Customer and applicable
statutory and regulatory requirements;
• Facilitating opportunities to enhance Customer satisfaction;
• Addressing risks and opportunities associated with its context and objectives;
• The ability to demonstrate conformity to specified QMS requirements.
• This QMS complies with the requirements of ISO 9001:2015 standard.
The Quality Management System Manual (manual) defines and describes the QMS and defines
responsibilities and authorities of management personnel involved in the operation of the system, and to
provide a general description of requirements of the standard as they apply to AKT.
This manual is divided into ten sections that correlate to the QMS sections of the ISO 9001:2015 standard.
This manual describes the QMS, delineates authorities, inter relationships and responsibilities of the
personnel responsible for performing within the system. The manual also provides procedures or references
for all activities comprising the QMS to ensure compliance to necessary requirements of the standard.
This manual is used internally to guide AKT’s employees through the various requirements of the ISO
9001:2015 standard that must be met and maintained in order to ensure interested parties’ satisfaction,
continuous improvement and to provide necessary instructions to create an empowered work force.
This manual is used externally to introduce our QMS to our Customers and other external organisations
and/or individuals. The manual is used to familiarise the controls that have been implemented and to
assure the integrity of the QMS is maintained and focused on interested parties’ satisfaction and
continuous improvement.
This manual outlines policies, procedures and requirements of the QMS for products and services AKT
supply and perform. It is used to help identify and control external and internal issues relevant to AKT to
maximise Customer and employee satisfaction, meet statutory regulations and Customer requirements.
It is emphasised that the QMS requirements specified in this standard are complimentary (not
alternative) to contractual law and regulatory requirements.

2 Normative References
The following documents were used as reference during the preparation of the QMS:
• International Standard ISO 9001:2015 Quality Management system - requirements
• International Standard ISO 9001:2015 Quality Management systems- fundamentals and
vocabulary
• International Standard ISO 10002: Quality Management - Customer Satisfaction – Guidelines
for complaint handling in organisation

3 Terms and Definitions
Audit – systematic, independent and documented process for obtaining audit evidence and evaluating it
objectively to determine the extent to which the audit criteria are fulfilled.
Audit program - set of one or more audits planned for a specific time frame and directed towards a specific
purpose.
Audit criteria - set of policies, documented information or requirements used as a reference against which
audit evidence is compared.
Approved Suppliers List – a list of suppliers of materials or services which have been successfully
audited by AKT Constructions as certified to supply on contracts specifying the quality standards within
this manual.
Batch (Volume or Lot) – an identifiable collection of products, quantity of material, or a single type, grade,
class, size or composition produced in the same facility under essentially the same conditions and at
essentially the same time.
Calibration – comparison of two instruments, measuring devices or standards, one of which is known as
accuracy. It is carried out to detect, correlate, report, or eliminate by adjustments any variation in accuracy
of the instrument or measuring device.
Characteristic – any distinct property or attribute of a product, process or service that can be described or
measured to determine conformance or nonconformance to specific requirements.
Competence - ability to apply knowledge and skills to achieve intended results
Context of the organisation - business environment combination of internal and external factors and
conditions that can have an effect on an organisation's approach to its products, services and investments
and interested parties.
Contract – the written covenant and other documents agreed to and legally binding between Customer and
supplier which specify requirements and conditions that must be met to successfully complete the work.
Conformance - fulfilment of a requirement.
Correction - action to eliminate a detected nonconformity.
Corrective action – action to eliminate the cause of a detected nonconformity or other undesirable situation.
Customer – the organisation or its representative issuing a contract for procuring products or services.
Customer Representative – The people appointed by the Customer to survey and verify the quality of the
supplier’s work.
Customer owned property – any type of part, sub-assembly, fixture, accessories, manuals, drawings,
computers, software, shipping containers that belong to a Customer.
Customer satisfaction - Customer’s perception of the degree to which the Customer’s expectations have
been fulfilled.
Defect - nonconformity related to an intended or specified use.
Disposition – an action to determine whether or not production process and quality assurance programs are
capable of producing a quality product or providing a quality service and generating evidence that supports
decisions of acceptability.
Documented information - information required to be controlled and maintained by an organisation and the
medium on which it is contained.
Effectiveness - extent to which planned activities are realised and planned results achieved.
Improvement - activity to enhance performance.

Inspection – the examination, measurement and testing of characteristics of the products or services to
determine acceptability and record the inspection area.
Inspection and Test Point – a location or stage in the production cycle where inspection and testing are
performed by personnel whose responsibility is to determine the acceptability of products or services
and to record inspection and test data.
Involvement - engagement in, and contribution to, shared objectives.
Interested party - person or organisation that can affect, be affected by, or perceive themselves to be
affected by a decision or activity
Infrastructure - system of facilities, equipment and services needed for the operation of an organisation.
Management - coordinated activities to direct and control an organisation.
Measurement - process to determine a value.
Monitoring - determining the status of a system, a process or an activity.
Non-conformance – a deficiency in any characteristics, documentation or procedure which renders the
quality of a product or service unacceptable or indeterminate or not according to specified
requirements. Examples of non-conformance are: physical defects, test failures, inadequate
documentation, and deviations from prescribed processing or from any other part of program.
Outsource - make an arrangement where an external organisation performs part of an organisation’s
function or process.
Performance - measurable result.
Process - set of interrelated or interacting activities which transforms inputs into outputs.
Production – all activities involved in the fabrication, assembly, construction, and erection of products to
specified requirements.
Strategy - planned activities to achieve an objective.
Supplier provider - person or organisation that provides a product or a service.
Validation - confirmation, through the provision of objective evidence, that the requirements for a
specific intended use or application have been fulfilled.
Verification - confirmation, through the provision of objective evidence, that specified requirements have
been fulfilled.
Quality - degree to which a set of inherent characteristics of an object fulfils requirements.
Quality Assurance – all those planned and systematic actions needed to provide adequate confidence to the
Customer that the products or services will satisfy specified requirements
Quality Policy – overall intentions and direction of an organisation related to quality as formally
expressed by Senior M anagement.
Quality Systems Procedure (QSP) – the section of the quality systems manual pertains to a specific
requirement of the quality standard to which it has been written.
QMS – Quality Management System.
QMP – Quality Management Procedure.
Requirement - need or expectation that is stated, generally implied or obligatory.
Regulatory Authority – the Federal, State, Territorial or Municipal agency having the lawful right and
power to interrupt the law and exercise authority.

Repair – processing of non-conforming products so that they can function reliably and safely although the
parts still do not conform to the original specified requirement.
Risk - effect of uncertainty on an expected result.

4 Context of the Organisation
4.1 Understanding the Organisation and its context
Established in 2011, AKT has developed sustainable scope of services within the Building and Construction
industry. These services include; Commercial strip out (internal demolition), Fit-out, Carpentry & Project
Management, Steelwork Fabrication and installation, Supply and installation of Access Flooring and
Ceilings, Floor Grinding, Building Maintenance and Facilities Relocation and Maintenance.
Company Name AKT Constructions (WA) Pty Ltd

Business Address 16 Midas Road, Malaga WA 6090
Registered Address Suite 1,8 Preston Street, Como WA 6152
Phone (08) 9249 6950
Email [email protected]
Website www.aktconstructions.com.au
ABN 75 154 324 526 ACN 154324526
ISO 9001:2015
Certifications ISO 14001: 2015
OHSAS 18001:2007
Employsure – HR Specialists
Affiliations RSIANZ – ISO standards certification and auditors
SAI Global – Australian Standards membership
AKT Constructions has determined external and internal issues relevant to AKT's purpose and strategic
direction that may affect our ability to achieve the intended results of QMS. This information is reviewed
annually within the Management Review. See the below table for details.
Type Internal/ Issue Bias

External
Legal External The company is compliant with legal obligations and has Positive
representation as required.
Technological Internal The organisation currently has adequate technological
Positive
resources to consistently produce its products
Supply Chain External Quality issues pertaining to raw materials is addressed by Positive
multiple source suppliers
Competition External The organisation competes with companies with limited skills Negative
and success in the market and costs below average
Political External Relationship with union is congenial Positive
Local and national politics has minimal impact on our
organisation
Economic External Our products do not present any particular controversies and Neutral
would not result in negative reactions from the public
Statutory and External Organisation is compliant to all statutory and regulatory Positive
Regulation obligations Organisation engages and external HR company to
ensure all obligations are met
Organisation Internal Performance of the organisation is consistent Positive
Performance

Type Internal/ Issue Bias
External
Infrastructure Internal • Warehouse and office suitable to requirements. Positive
& Operations • Processes and procedures are in place
• Customer satisfaction is monitored
Governance Internal • Organisation is accredited with ISO9001, 14001 & 45001 Positive
• Organisation is audited annual to ensure compliance to ISO
• Processes and procedures are in place and communicated to
team
• Decision making is clear
Employee Internal • Availability of skilled workforce in the area remains high Positive
• Employee turnover is low
• Employee base is competent and multi skilled

4.2 Determining the scope of the Quality Management System
AKT Constructions’ Management Team has determined the interested parties, their needs and expectations and the process and monitoring requirements.
Below in shows the detail.
Internal/
Interested party Reason for Interest Needs & Expectations of Interested Party Needs and Expectation of AKT Constructions Processes, monitoring and analysis requirements
External
Customers External Direct recipient of AKT • Provide timely, high quality goods and/or • Customer satisfaction • Management Review
Constructions’ products services at low cost • Good level of customer engagement • Regular catch up and or meetings with Customers
& services • Quick responses on any query or complaint • Mutually beneficial long-term working • Design and development of products and services
• Follow all site rules and local laws relationships • Operation and Maintenance Manuals
• Follow quality management requirements • Regulation relating to products and services
• Warrant work provided
Employees Internal Responsible for • Safe work environment • Loyalty to organisation • Informal Catch up with Projects Director
realisation of our • Job security • Concentration on work • Performance Reviews
products and services • Good work environment • Give 100% output • Direct Feedback
• Recognition and reward • Work safely & within the law • Management Review
• Timely wages with all applicable benefits to • Follow all policies and procedures
pay the cost of living developed by AKT Constructions
• Professional development & growth via
regular training
• Competitive compensation
Community/Public External While a low risk, failure • No complaints relating to noise, pollution, • Harmonious relationships • Management Review
of our products could waste & employees
impact on public safety • Ethical behaviour
• Compliance with statutory and regulatory
requirements
Suppliers/ External Provide supporting • Continuous orders • Competitive pricing • Management Review
subcontractors/ services and/or raw • Prompt payments within agreed payment • Loyalty of suppliers/external provides • Feedback from users
External providers material to organisation terms • Provides supplies and services on time
• Good level of long-term working without any defects or delays
relationship • Capable and competent for the supply of
quality products and services
Government & Law External Dictate controlling • Pay all applicable taxes & mandated • Business support processes • Management Review
enforcement regulations that impact obligations timely • Government guidelines
agencies on organisation • Follow all local laws & regulations
products/services
Insurance Broker & External Cover the risk factor of • No claims/prompt payment of insurance • Timely and quality support and advice • Management Review
Companies the organisation plant, premium • Timely payment of insured sum in case of • Annual review of insurance requirements and
machinery, products, • Effective risk management of QHSE any incident premiums
services and people

Internal/
Interested party Reason for Interest Needs & Expectations of Interested Party Needs and Expectation of AKT Constructions Processes, monitoring and analysis requirements
External
Certification Bodies External Assess conformity of • Effective implementation of ISO standards • Work/Customers recognise commitment • Management Review
the company against with all relevant clauses in the organisation and effort • Annual audit
ISO and must be kept • Reliable with minimum cost
notified of changes
Competitors External Provide challenges to • Be more competitive/innovative • Be more competitive/innovative • Management Review
our ability to provide • Ethical behaviour – impacts all in the • Ethical behaviour – impacts all in the •
products & services to industry industry
customers
Directors Internal Invest money and effort • Sustained profitability/dividends • Good working atmosphere • Management Review
in organisation • Return on investment • Develop and implement smooth business • Annual Financial Statements
• Good financial and legal compliance running policies
• Avoidance of fine or penalty • Support the work of Senior Management &
• Transparency Employees
Trade Union External Compliance to local • Effective implementation of national & • Smooth flow of production without any • Management Review
labour laws local labour laws interruption • Feedback from site
Senior Internal Ability to meet all job • Director investment and commitment to the • Objectives and job responsibilities are • Management Review
Management requirements as set out financial, quality, environmental, safety carried out legally, ethically and in the best
by Directors requirements of the business interests of the organisation and Directors
• Ability to achieve job objectives
• Transparency

4.3 Quality Management System
AKT determined the boundaries and applicability of the QMS to establish its scope. As depicted in
the picture below, the scope has been defined using the external and internal issues and services
defined in Section 4.1.
The scope of AKT’s QMS is maintained as part of the annual Management Review and audit requirements of
the standard ISO 9001:2015.
An exclusion to the standard in the context of the AKT relates to clause 8.5.1.f, validation of processes for
production and service. Justification for this is AKT can verify the output of product through measurements,
fit checks, and visual inspections.

5 Leadership
5.1 Leadership and Commitment
5.1.1 General
AKT management team are actively involved in implementing the QMS take
accountability for its effectiveness. The management team have outlined the vision and
strategic direction for growth of the QMS and established quality objectives and the
quality policy.
The AKT management team provide leadership and management to the development and
implementation of the QMS. The management team are continually improving its
effectiveness by communicating to the organisation the importance of meeting
requirements, working with the quality policy, quality objectives, understanding the
organisation, conducting management reviews of the QMS and ensuring the
availability of necessary resources.
Leadership provides integration of QMS requirements into the business processes of the
organisation, promoting the use of the process approach and risk-based thinking,
engagement and motivation of the personnel to contribute to the effectiveness of the
QMS, supporting other relevant management roles to demonstrate their leadership as it
applies to their areas of responsibility.
5.1.2 Customer Focus

AKT strives to identify and meet current and future Customer requirements and expectations.
AKT Management Team ensures that Customer needs and expectations are determined for
each project undertaken, convert to requirements, and meet them with the aim of
enhancing Customer satisfaction. Identifying risks and opportunities that can affect the
conformation of products and services and Customer satisfaction are determined and
addressed. Statutory and regulatory requirements are determined and carried out
according to the following policies:
• Actions to address risks and opportunities: Section 6.1

• Control of documented information: Section 7.5.7
• Operational planning and control: Section 8.1
• Customer communication: Section 8.2.1
• Determination of Requirements Related to the Products and services: Section 8.2.2
• Review of Requirements Related to the Products and services: Section 8.2.3
• Release of products and services: Section 8.6
• Customer Satisfaction: Section 9.1.2
AKT management ensures through Management Reviews and communication with our
employees, that customer satisfaction is a continuous focus of our efforts.

5.2 Quality Policy
5.2.1 Establishing the quality policy
AKT Management team is responsible to ensure that the quality policy:
• Is appropriate to the purpose and context of AKT
• Includes a commitment to comply with requirements and continually improve the QSM
• Provides a framework for establishing and reviewing quality objectives
• Is reviewed for continuing suitability during the Management Review Process
5.2.2 Communicating the quality policy

AKT management team shall communicate the quality policy to all employees and make accessible
to maintain high standards within our organisation. AKT shall ensure the quality policy is;
• Available in the form of documented information, is communicated and understood within
• Is communicated, understood and applied within the organisation
• Available to the relevant interested parties
5.3 Organisation Roles and Responsibilities and authorities

An organisational chart has been established to show the interrelation of personnel in the organisation.
Position descriptions define the responsibilities and authorities of the positions in, and are reviewed and
approved by management for adequacy. A complete organisational chart is shown in Fig. 5.1 below.
The management team have the following responsibility and authority;

• Ensuring QMS conforms to the requirements of international standard ISO 9001:2015
• Ensuring interaction of processes and can achieve planned results
• Reporting on results achieved by the QMS, possibilities for improvements and the needs of
changes or innovations.
• Maintain QMS integrity when planning and implementing changes
• Promote awareness of Customer focus throughout the organisation
• Act as a liaison with external parties such as Customers or auditors on matters relating to
the QMS.
• Resolve matters pertaining to quality issues.
The management team also has the organisational freedom are responsible to resolve matters
pertaining to quality management issues. The responsibility of a management team include liaison
with external parties on matters relating to the QMS.

Figure 5.4 - AKT Constructions Organisation Chart – Updated 19 June 2020.

6 Planning
6.1 Actions to address risks and opportunities
By using the information defined in Section 4.1 and Section 4.3, AKT addresses the risks and
opportunities and integrated into QMS processes. Below are identified key quality risks and
opportunities.
Interested Party Concern Risk Opportunity

Suppliers Their reputation and • Non conformance • Superior performance
quality/delivery/price influences • Non competitive pricing
Employees • Do they have pride of • Controls service quality • Source of innovation
workmanship? • Build company culture
• Loss of key personnel
Customers • Failure to meet customer • Loss of reputation • Identify gaps and build service to
expectations • Loss of future work meet or exceed expectations
• Increased competition • Loss of market share
Directors/Senior Lack of focus on company direction • Looking for short term return on • Supports re-investing
Management investment • Effective Business planning
• Focus on short term goals, no
long term planning
Community Impact on our reputation and • Demands which reduce profits • Promotes development
ability to deliver services • Creates opportunities
Actions taken to address risks and opportunities are proportionate to the potential impact on
the conformity of products and services.

6.2 Quality objectives and planning to achieve them
Quality objectives are established for corresponding levels and processes throughout the
organisation to implement the quality policy, to meet requirements for product and processes, and
to improve the QMS and performance.
Quality objectives are classified into the following levels;
• Policy objectives are principal, strategic objectives that apply to the entire organisation
• Quality performance objectives set specific, measurable targets for improving operational
performance ensuring process conformity and customer satisfaction. They apply to
departments and functions having direct responsibility for activities that require improvement.
Performance objectives are established by AKT Management Team and monitored within the
framework of management reviews. Goals take into account applicable requirements and are
related to product conformity and customer satisfaction. These are monitored,
communicated to personnel and updated as necessary.
When planning to achieve quality objectives, necessary actions, resources, people responsible,
deadlines and evaluation types are determined.
AKT retains documented information on quality objectives. The AKT management team
reviews the metrics to identify where goals are and are not being met through management review.
Performance metrics are communicated for employee review and information. Where shortfalls are
identified, AKT management team may revise objectives, issue corrective action requests, or take
other appropriate action to address the issues.
Objective Measures KPIs Responsible Timeframe
Achieving Customer Direct feedback from the Trend of All Staff Ongoing
satisfaction by maintaining Customer - captured in 02. feedback
open communication and Non conformities, suggestions type
developing an understanding and compliments Register
of Customers’ needs and ITP - Customer signature to
expectations. AKT will align approve project is handed
its systems through over defect free first time.
adequate planning to these
needs and expectations.
A safety culture by ensuring Hazards identification at the Incident All Staff Ongoing
that potential risks are beginning of the job using Statistics, 0
captured and actioned at an SWMS, continual reviews of LTI injuries
early stage in the project SWMS if new hazards are
lifecycle; by utilising review identified
processes and by the use of
competent personnel, sub-
contractors and vendors.

Objective Measures KPIs Responsible Timeframe
Maintaining compliance with Register of Contractual, Register CEO Ongoing

contractual, statutory and Statutory and Regulatory reviewed
regulatory requirements by requirements that is reviewed annually
identification of these annually at Management
requirements within its Review Meeting
business and project
activities.
Effective communication by Documented communication Employee Directors Ongoing
provision of relevant framework available to all feedback
policies, procedures, training staff.
and accessibility to relevant Face to face communication
information. Team days
Toolbox talks
Employee handbook
Regular adhoc check in on site
Availability of adequate Documented and published Position Directors Ongoing
resource by provision of organisation chart descriptions
organisational structures, Position descriptions for all kept
utilities, equipment and positions updated
suitable work environments Training register Updated
to enable offices and project Training
teams to achieve an Register
effective output at all levels.
Continuous improvement by Toolbox talks Meeting All Staff Ongoing
promoting a learning culture Internal and external training notes
within the organisation and VOC
ensuring the availability of Team Meetings
knowledge across all our Site Meetings
work. Registers providing feedback
to Teams via Operational
Team .
Our People by personal and Toolbox talksInternal and Meeting Directors Ongoing
skills and development and external trainingVOCTeam notes
career growth opportunities meetingsCheck ins

6.3 Planning of changes
QMS requirements and processes are planned to ensure that the system is appropriate for its intended
purpose, effective and efficient. The purpose of the QMS is;
• To achieve the quality policy

• To ensure and demonstrate our ability to consistently provide services and products that meets
Customer requirements
• To ensure a high level of customer satisfaction
• To facilitate continual improvement
• To comply with requirements of the ISO 9001:2015 quality standard.
QMS planning also ensures that the integrity of the quality management system is maintained when changes
to the QMS are planned and implemented. When planning changes, the purpose of change,
distribution of responsibility and authority are considered. Quality management system planning shows our
commitment to the development, correction, maintenance, and continual improvement of our QMS.
The output of QMS planning is documented in this quality manual, in QMS procedures and in other
referenced documents. These documents identify and define all elements and processes of the QMS
Planning of product realisation and verification processes is addressed in section 8.1 of this manual.
Continuous Improvements to the QMS are planned within the framework of management reviews. The
output of this planning is expressed in the form of QMS objectives and the performance metrics. AKT
embraces a process approach to management. As the need for new or modified processes, criteria or
method is identified, QSM planning outputs, including the business plan, are updated accordingly.

7 Support
7.1 Resources
7.1.1 General
AKT Management Team is committed to providing adequate resources for the implementation
and improvement of the QMS, and for addressing customer satisfaction. Resources required for
implementation and improvement of the QMS and for increasing customer satisfaction may include
personnel, suppliers, documentation, equipment, infrastructure, work environment, and financial
resources.
AKT Management Team are responsible for determining resource requirements for the
implementation and improvement of the QMS, and for addressing customer satisfaction. The
possibilities and restrictions of the internal resources as well as feasibility and challenges of using
external providers are determined in the resource management processes.
The principal forum for determining and communicating resource requirements is management review
of the QMS.
7.1.2 People
AKT identifies personnel training needs, provides required training, and evaluates the
effectiveness of the training provided. Personnel assigned to perform specific tasks,
operations and processes are qualified on the basis of appropriate education, experience or
training. Employees are made aware of the relevance and importance of their activities and how
they contribute to the achievement of quality objectives. Records of personnel qualifications and
training are maintained.
7.1.3 Infrastructure
To carry out the processes and achieve conforming product AKT has determined the infrastructure
needed. This includes, as applicable;
• Buildings, workspace and associated utilities

• Tools and equipment
• Process equipment (both hardware and software)
• Transport
• Information and communication technology
As new infrastructure requirements arise, they will be documented in quality plans. Existing
infrastructure is maintained to ensure product conformity.
7.1.4 Environment for the operation of processes

It is the responsibility of AKT Management Team to identify and manage both the human and
physical factors of the work environment that are necessary to carry out the processes and achieve
conforming product. To AKT such factors include but are not limited to;
• Safety and ergonomics • Space • Language

• Heat and humidity • Cleanliness • Light
• Noise • Electrostatic discharge • Dust
The management review process in Section 9.3 periodically assesses AKT work environment to
ensure that the conformity of product can be achieved. These reviews of work environment
conditions address the following issues;
• Assessment of product and service requirements to identify where human and/or
physical factors will affect product and service quality (also conducted during advanced
product and service quality planning, see Section 8.1).
• Assessment of current working environment conditions to determine if the work
environment is suitable to achieve conforming product and services
• Implementation of work environment improvements needed to achieve conforming
product and services
• Continual assessment of work environment to ensure that adequate human and physical
factors are maintained.
• Work environment requirements are also identified and reviewed during the Health
and Safety meetings.
7.1.5 Monitoring and measuring resources

AKT has determined the monitoring and measurement to be undertaken and the monitoring and
resources to provide credible and reliable results. The structure of the resources include the
monitoring and measuring equipment and a documented procedure and people who conduct
monitoring and measuring. A documented procedure outlines the processes used to control
monitoring and measurement; the processes are carried out in a manner that is consistent with
the monitoring and measurement requirements.
Where necessary to ensure valid results, measuring equipment is;
• Calibrated or verified at specified intervals, or prior to use, against measurement

standards traceable to international or national measurement standards
• Adjusted or re-adjusted as necessary
• Identified to enable the calibration status to be determined
• Safeguarded from adjustments that would invalidate the measurement result
• Protected from damage and deterioration during handling, maintenance and storage
In addition, AKT assesses and records the validity of the previous measuring results when the
equipment is found not to conform to requirements and takes appropriate action on the
equipment and any product affected. Records of the results of calibration and verification are
maintained.
The calibration system defines the extent and frequency of calibration to ensure that all
inspection, measuring, test equipment and measurement standards used have the necessary
controls and accuracy to perform the required measurements.
Equipment requiring calibration is identified and tracked through periodical recall and calibrated
using documented procedures against certified equipment having a known value relationship to
National or International Standards. Safeguards are used to prevent adjustments and modifications
that would invalidate the calibration settings.
Equipment is utilised in environmental conditions suitable for the calibration, inspections,

measurements and tests being performed and in a manner consistent with require measurement
capability. Handling, transporting and storing of measuring equipment is done so as to prevent
abuse, misuse, damage or change in dimensional or functional characteristics.
The records of calibration contain as a minimum, a description of the equipment and a unique
identification number, date on which each calibration was performed, calibration interval, results
obtained and action taken when results are unsatisfactory. These records are made available to the

customer’s representative for review upon request and are maintained in accordance with section
7.5.3.
Requirements of the personnel, who conducts monitoring and measuring, are determined and
carried out. In the event measurement equipment is found not to conform, AKT measures all
products deemed acceptable with that equipment with another instrument. If product is deemed
acceptable material continues according to normal operating procedures. In cases where
discrepant material has already been shipped to customers, appropriate follow-up actions are
performed and recorded to ensure customer satisfaction.
7.1.6 Organisational knowledge

AKT considers knowledge an important resource to carry out processes and achieve conformity of
product and services. Knowledge is defined, maintained and made available according to the
diagram shown in Fig. 7.1. Managers and process owners review changing needs and trends, take
into account existing knowledge and determine how to acquire or obtain access to the necessary
additional knowledge.
Nature of Knowledge Knowledge Media Types of transfer Transfer is initiated

Experience and Lead specialists and Meetings and training According to the
traditions of the veterans (student at a higher ‘Training program’
organisation level becomes a
teacher to the lower
level)
Workshops
Special knowledge Projects Director Meeting By Process owner, when
on the issue Project Manager Workshop necessary
Trends of development Management Team Meetings, By Management

brainstorming decision
Know How Management Team, Meetings, Professional - According to the
Project development training ‘Professional
Managers development
programs’
- By process owner
decision
Standards Organisation’s library Reading - By process owner
decision
- By employee decision
Best practices Management Team On job training - According to the
Specialists Project Apprenticeships ‘Professional
Managers development
programs’
- By process owner
decision
New trends for Management Team Professional - According to the
technology development ‘Professional
development development
programs’
- By process owner
decision

Nature of Knowledge Knowledge Media Types of transfer Transfer is initiated
Companies within - Trade shows - By Process owner
the industry - Conferences decision
Relationships
within
the industry
- Product features Customers Focus groups involving By Process owner
during operation Project Managers Customers decision:
- Advantages and Internal meetings - ‘Design and
disadvantages of Workshops Development’
products and - 'Customer
services communication’
- Suggestions for
improvement of
products and
services
Fig. 7.1 Diagram of Knowledge Definition, Maintenance, and Transfer
7.2 Competence
Identification of Training Needs and Awareness Programs - The Management Team has identified
training needs and qualification requirements. In addition, training needs are often identified in
response to corrective and preventive action requests, as inadequate training may cause nonconformities.
Awareness and Training Programs - AKT provides the following training and awareness programs, as
appropriate:
• QMS Awareness Training: Explains the products and services we provide and how the QMS
contributes to the overall objectives of AKT. Also provides awareness of applicable procedures
relevant to a particular task.
• Job Training: Trains personnel on the various tasks associated with each job description.
• Verification of Competency – Trains personnel on use of equipment and once competent level
is reached the employee with receive sign off for use of equipment
Effectiveness of Training - Effectiveness of training may be evaluated using the following approaches:
• Performance evaluation of personnel by Site Supervisor or Project Manager;
• Verification of competency signed off
• Consideration of competency and training when investigating causes of QMS failures and
product or process nonconformities.
Training Records - Training records are maintained including the as-hired qualification records, such as
diplomas, degrees, and certificates of qualification, training, and work experience.
7.3 Awareness
AKT Management Team ensure personnel and external providers performing work under the control of
the organisation are aware of the quality policy and corresponding quality objectives, their impact on
the effectiveness of the QMS and the consequences of non-compliance with the QMS through
training, briefings and meetings.

7.4 Communication
AKT determines internal and external communication relevant to QMS, including object of communication,
when communication occurs, participants and methods of communication.
To carry out internal communication, employees at AKT have sufficient authority and the organisational
freedom to identify, document, and communicate any issues related to the processes of the QMS and their
effectiveness. In line with AKT policy of leadership through employee involvement, AKT’s personnel policies
have established open communication throughout the organisation. The effectiveness of our QMS is evident
through Internal Audit results, Corrective and Preventive Actions, customer feedback, and the departmental
performance measures. Internal Audit results, customer feedback, Corrective Actions and Preventive Actions
are shared as appropriate.
Customers, external providers, certification body and the consultants are the subjects of external
communication relevant to QMS. Interaction with customers, including QMS issues, is defined in ‘Customer
Communication’ process and procedures (section. 8.2.1). Interaction with external providers, including QMS
issues, is defined in ‘Purchasing’ process and procedures (section 8.4). The terms and content of interaction
with the certification body and the consultants relevant to QMS are defined by AKT Management team
according to their responsibility and authority.
7.5 Documented Information

7.5.1 General
The Documented information of AKT Constructions includes 2 categories and 4 levels.
The Categories of documented information are the Regulatory Requirements Documents, according to
which the activities are carried out and the Records, providing the evidence of conformity to
requirements and of the effective operation of the QMS.
AKT Constructions maintains a documented QMS as a means to ensure that products and services
conform to specified requirements. The following four levels of documented information are utilized
and maintained to meet the requirements of ISO 9001: 2015 and, where it is necessary, to ensure
adequate control. Customer specific requirements and other Customer-specific manuals and procedures
are incorporated into the four level documented QMS as appropriate:
7.5.2 Level 1: Quality Policy, Quality Objectives, Quality Manual

In the Quality Policy the Organisation’s Leadership publicly determines the main principles and priorities
that they will adhere regarding all the Interested Parties.
Quality Objectives are measurable documented improvement indicators that are established for
corresponding levels and processes throughout the organisation to implement the Quality Policy, to meet
requirements for product and processes, and to improve the QMS and performance.
The Quality Manual has been prepared to describe AKT Constructions QMS and includes the
following: The scope of the QMS, and details of and justification for any exclusion.
Reference to QSP established for the QMS which clearly show the relationship between the
requirements of the standard and documented procedures and;
A process flow chart that clearly identifies the description and interaction between the processes of
the QMS.

7.5.3 Level 2: QSP
QSP define processes in accordance with the ISO 9000 series standards and are used to specify who does
what, when, where, how it is performed, and what documentation is used to verify that the quality
activity was executed as required.
7.5.4 Level 3: Safe Work Procedures and documents of external origin
Safe Work Procedures are used by AKT Constructions to detail how particular tasks are to be
performed where the absence of such instructions would adversely affect quality.
Documents of external origin – are the laws, international, regional, national and industry
standards, specifications and other documents, which follows to ensure compliance with national
legislation, the legislation of the countries where they export their products and improve safety
and Customer satisfaction.
7.5.5 Level 4: Records and QSF

Records are used by AKT Constructions to provide assurance and evidence that the required product or
service quality was achieved, and that's quality management system has been implemented correctly.
QSF refer to tags, labels, stickers, preprinted sheets, stamps, and other means to identify the
status of materials, products, equipment, gauges, and other devices used to achieve the specified
requirements.
7.5.6 Creating and Updating

When creating and updating documented information AKT Constructions ensures the following:
• Identification and description;
• Format and media;
• Review and approval for suitability and adequacy.
7.5.7 Control of Documented Information

Documented information required by AKT Constructions QMS are controlled to ensure:
• It is available and suitable for use, where and when it is needed;
• It is adequately protected from loss of confidentiality, improper use, or loss of integrity.
For the control of documented information, AKT Constructions carries out the following activities,
as applicable:
• Distribution, access, retrieval and use;
• Storage and preservation, including preservation of legibility;
• Control of changes;
• Retention and disposition.
Documented information of external origin determined by the AKT Constructions to be necessary

for the planning and operation of the QMS are identified as appropriate and controlled.
Creating, updating and control of documented Information is carried out according to QSP 7.5
Control of Documented Information.

8 Operation
8.1 Operational planning and Control
AKT Constructions plans, implements and controls the processes (sec. 4.4) needed to meet the
requirements for the provision of products and services, and to implement the actions determined in sec.
6. Operational planning processes includes determination of quality objectives for products,
development of required processes and process documentation, and establishment of verification
programs. The plan also defines requirements for records necessary to demonstrate process and
product conformity.
Operational planning and control is required before new products or processes are implemented. During this
planning, management or assigned personnel identify:
• Requirements for the products and services;
• Criteria for the processes and the acceptance of products and services;
• Resources needed to achieve conformity to the product and service requirements;
• Control of the processes in accordance with the criteria;
• Documented information to the extent necessary to have confidence that the processes have
been carried out as planned and to demonstrate the conformity of products and services to their
requirements.
The output of operational planning and control includes documented quality plans, resource requirements,
processes, equipment requirements, procedures, test data, and design outputs.
8.1.1 Operational planning and control
AKT Constructions ensures that outsourced processes are controlled (sec. 8.4).
8.2 Requirements for products and services

8.2.1 Customer communication
AKT Constructions has implemented an effective practice for communicating with Customers in relation to:
• Product and Services Information
• Enquiries, contracts and order handling, including amendments
• Customer Feedback, including Customer complaints
• Specific requirements for contingency actions, when relevant.
Appropriate handling of communications can reduce Customer dissatisfaction in situations and in many
cases turn a dissatisfying scenario into a satisfying experience. The Projects Director are responsible for
establishing communication methods to ensure inquiries, contracts or order handling, including

amendments, and Customer feedback, including Customer complaints which are handled
expeditiously and professionally.
The Customer Relationships and Sales Managers’ responsibility is directing the business
acquisition, retention and product development efforts of, including external communications. The
Customer Relationships and Sales Manager is the primary Customer contacts for product and
service information.
AKT is committed to addressing all documented Customer inquiries that reside within the organisation’s
system. The Customer Relationship & Sales Manager has the primary responsibility to address all Customer
related issues in regard to the quality of our products and services. They are the key contact in regard to
questions pertaining to AKT Constructions QMS.
AKT Constructions exercises care with Customer property while it is under the organisation's control or
being used.
8.2.2 Determining the requirements for products and services

Product requirements are determined to include Customer requirements, statutory or regulatory
requirements (if applicable), and other necessary requirements that may not be specified by the
Customer. Customer RFQ’s are reviewed to ensure contract requirements are defined and can be
met, and to resolve any incomplete or conflicting requirements. Verbal orders are confirmed in
writing before acceptance. Order amendments and changes are likewise reviewed and are
communicated to all relevant functions. Arrangements for communication with Customers
relating to product information, Customer feedback and complaints are defined
and implemented. Where appropriate, operational procedures and instructions for these
activities are established and implemented.
When determining the requirements for the products and services to be offered to
Customers, AKT Constructions ensures that:
• The requirements for the products and services are defined, including any applicable
statutory and regulatory requirements and those considered necessary by the
organisation;
• The organisation can meet the claims for the products and services it offers.
8.2.3 Review of the requirements for products and services

AKT Constructions ensures that it has the ability to meet the requirements for products and services to
be offered to Customers. AKT Constructions conducts a review before committing to supply products
and
services to a Customer, to include:
• Requirements specified by the Customer, including the requirements for delivery and
post-delivery activities;
• Requirements not stated by the Customer, but necessary for the specified or
intended use, when known;
• Requirements specified by the organisation;
• Statutory and regulatory requirements applicable to the products and services;
• Contract or order requirements differing from those previously expressed.
AKT Constructions ensures that contract or order requirements differing from those previously defined
are resolved. The Customer’s requirements confirmed before acceptance, when the Customer does not
provide a documented statement of their requirements.

AKT Constructions retains documented information, as applicable both on the results of the review and
on any new requirements for the products and services.
8.2.4 Changes to requirements for products and services

AKT Constructions 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.
8.3 Design and Development of products and services

8.3.1 General
AKT Constructions establishes, implements and maintains a design and development process that is
appropriate to ensure the subsequent provision of products. The ‘Design and Development’ phase
is the most important phase in the life cycle of a product. AKT Constructions determines the
stages required, the review, verification and validation appropriate to each stage, and the
responsibilities and authorities for
design and development.
The inherent quality, effectiveness, safety and Customer satisfaction of a product or service are
established during these stages. To ensure that specified requirements are met, the following
activities as applicable for the design project will be performed.
8.3.2 Design and development planning

Design and development is planned using an established plan format to bring a product from concept
thru design, development, testing, and through to execution. While all stages of the design plan may
not apply to all types of products and services, the same basic format is used for design of all
products. In determining the stages and controls for design and development AKT Constructions
considers:
• The nature, duration and complexity of the work and development activities;
• The required process stages, including applicable design and development reviews;
• The required design and development verification and validation activities;
• The responsibilities and authorities involved in the design and development process;
• The internal and external resource needs for the design and development of products and
services;
• The need to control interfaces between persons involved in the design and development
process;
• The need for involvement of Customers and users in the design and development process;
• The requirements for subsequent provision of products and services;
• The level of control expected for the design and development process by Customers and
other relevant interested parties;
• The documented information needed to demonstrate that design and development
requirements have been met.
Each product is assigned to a Project Manager to guide and monitor the process. The Project
Manager is responsible for planning and carrying out all stages of the design and including the
development process, and may delegate tasks to qualified personnel as needed.
8.3.3 Design and development inputs

Inputs to design and development planning include:
• Functional and performance requirements;

• Information derived from previous similar design and development activities;
• Statutory and regulatory requirements;
• Standards or codes of practice that the organisation has committed to implement;
• Potential consequences of failure due to the nature of the products and services.
• Labour requirements
Project Manager ensures that:

• Inputs are adequate for design and development purposes, complete and unambiguous;
• Conflicting design and development inputs are resolved;
• Records (protocols) confirming the review of the functional requirements (FRS), projects
completed earlier (prototypes and analogs), previous quotes, legislative and regulatory
requirements, standards, or regulation to which the organisation conforms, the potential
consequences of failure (calculations, expert opinions) are retained.
8.3.4 Design and development controls

When managing the design and development Project Manager ensures that:
• The results to be achieved are defined;
• Reviews are conducted to evaluate the ability of the results of design and development
to meet requirements;
• Any necessary actions are taken on problems determined during the reviews, or
verification and validation activities;
Verification and validation are performed to ensure that design and development outputs meet
input requirements. Verification and validation may take the form of measurement and/or
testing. Records of design, verification and validation are maintained.
8.3.5 Design and development outputs

Outputs from the design and development process are provided in a form that enables verification
against design inputs and are approved prior to release. Design and development outputs:
• Meet the input requirements;
• Are adequate for the subsequent processes for the provision of products and services;
• Include or reference monitoring and measuring requirements, as appropriate, and
acceptance criteria;
• Specify the characteristics of the products and services that are essential for their
intended purpose and their safe and proper provision.
8.3.6 Design and development changes

Design or job scope changes are identified and recorded. Changes are reviewed, verified and validated
as needed, and approved prior to implementation/execution. If applicable, the review of changes
includes evaluation of the effect of the changes on related parts and on product or service already
delivered.
Design and development changes, the results of reviews, the authorization of the changes, the
actions taken to prevent adverse impacts are recorded.
8.4 Control of externally provided processes, products and services

8.4.1 General
AKT Constructions evaluates its external providers and purchases only from those that can satisfy
quality requirements. Quality performance of external providers is monitored and evaluated.

Purchasing documents clearly and completely describe ordered products, including quality
requirements. Purchasing documents are created using AKT’s project Management software,
Xero, reviewed and approved prior to release. Purchased products are verified before they are
used or provided.
AKT Constructions is responsible for the quality of all products purchased from external
providers, including Customer designated sources.
AKT Constructions:
• Maintains a register of approved external service and material providers that includes the
scope of the approval.
• Periodically reviews external provider’s performance, records of these reviews are used as
a basis for establishing the level of controls to be implemented.
• Defines the necessary actions to take when dealing with external providers that do not
meet the requirements.
• Ensures where required that both AKT Constructions and all external providers use
Customer approved special process sources:
• Ensures that the function having responsibility for approving external providers’
management system has the authority to disapprove the use of sources.
All new external providers whose product, service or processes have impact on the quality of
product, service or processes provided by AKT Constructions are evaluated with regard to their
quality and process capability. The criteria for selection of suppliers are defined in a documented
procedure. Suppliers that meet the criteria will be approved and added to the Approved External
Providers List. Products and/or services may be purchased only from suppliers who are listed on
the Approved External Providers List.
Records of external providers’ evaluations and performance are maintained in accordance with
procedure QSP 7.5 Control of Documented Information.
8.4.2 Type and extent of control

AKT Constructions ensures that:
• Externally provided processes, products and services do not adversely affect the
organisation’s ability to consistently deliver conforming products and services to its
Customers;
• Externally provided processes remain within the control of its QMS.
Quality performance of suppliers is monitored by delivery time and number of product rejects or service
quality. Suppliers demonstrating inadequate performance may be asked to implement corrective
action. If the requested corrective action is not implemented and there is no improvement in
performance, the
supplier will be removed from the Approved External Providers List.
AKT Constructions has established and implemented a receiving inspection or other activities
necessary for ensuring that purchased product meets specified purchase requirements.
Verification activities may include:

• Obtaining objective evidence of the quality of the product from external provider (e.g.
Accompanying documentation, certificate of conformance, test reports, statistical records,
process control)
• Inspection and audit at the external providers premises,
• Review of the required documentation,

• Inspection of products upon receipt
• Delegation of verification to the external provider, or external provider certification.
Purchased product shall not be used or processed until it has been verified as conforming to
specific requirements unless it has been released under positive recall procedure.
Where AKT Constructions utilises test reports to verify purchase product, the data in those
reports is acceptable per application specifications. periodically validates test reports for
raw materials.
Where delegates verification activities to the external provider, the requirements for delegation
are defined and a register of delegations maintained.
Where or its Customer intends to perform verification at the external provider’s premises, states the
intended verification arrangements and method of product release in the purchasing information.
Where specified in the contract, the Customer or the Customer’s representative is afforded the
right to verify at the supplier’s and/or Company premises that subcontracted product conforms
to the specified
requirements.
Verification by the Customer is not used by as evidence of effective control of quality by the s external
provider and does not absolve of the responsibility to provide acceptable product, nor does it
preclude subsequent rejection by the Customer.
8.4.3 Information for external providers

AKT Constructions uses purchase orders (PO’s) to describe the product or services to be purchased.
Purchase Orders are created in Xero, by designated individuals within . Purchasing documents are
reviewed for adequacy and approved by Project Manager or Project Administrator prior to
release.
Purchasing documents clearly describe the product to be purchased, including, where

appropriate, the following:
• Quantity required
• Product part number and description
• Material requirements
• Quality requirements
• Pricing
• Delivery requirements
• Approval of products, services, methods, processes and equipment
• Competence, including any required qualification of persons
• External provider’s interactions with the Organisation
• Control and monitoring of the external provider’s performance to be applied by the
organisation
• Verification or validation activities that the organisation, or its Customer, intends to
perform at the external provider’s premises
8.5 Production and service provision

8.5.1 Control of production and service provision
AKT plans and carries out production and service provision under controlled conditions.

Controlled conditions include, as applicable:
• The availability of information that describes the characteristics of the product and the
results to be achieved
• The availability of work instructions, as necessary
• The use of suitable equipment
• 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 products
and services, have been met
• The implementation of release, delivery and post-delivery activities
• The appointment of competent persons, including any required qualification.
Accountability for all product during manufacture (e.g., parts quantities, split orders,
nonconforming product)
• The implementation of actions to prevent human error
• Evidence that all manufacturing and inspection operations have been completed as
planned, or as otherwise documented and authorised
• Provision for the prevention, detection, and removal of foreign objects
• The use of suitable infrastructure and environment for the operation of processes, utilities and
supplies such as water, compressed air, electricity and chemical products
• Criteria for workmanship, which is stipulated in the clearest practical manner (e.g., written
standards, representative samples or illustrations).
Manufacturing Procedures, Routers, Inspection Control Plans, and Service Procedures define AKT
plan for manufacturing and services. These quality control plans provide detailed planning for all phases
including the methods and equipment to be used and workmanship criteria. This detailed planning will
be documented for each product and/or process in the form of work instructions, drawings or
specifications. AKT Constructions maintains a record for each batch of product that provides traceability
and identifies the amount manufactured and released for distribution. This record is verified and
approved.
8.5.2 Identification and traceability
8.5.3 Property belonging to customers or external providers

AKT exercises care with property belonging to customers or external providers while it is under
the organisation's control or being used.
AKT follow their procedures for the control, storage, maintenance and accounting of Customer
furnished materials, tooling and equipment including data used for design, production and/or
inspection provided to for the performance of work under a specific contract or contracts. The
procedures are submitted to the Customer or Government as applicable.
Verification by AKT Constructions does not absolve the Customer of the responsibility to
provide an acceptable product.
Customer furnished property used for incorporation in AKT Constructions products is stored and
handled in accordance with existing procedures applicable to ’s purchased materials. The material
is examined at normal inspection points and if damage has occurred after receipt, or if the
material is lost, or otherwise unsuitable for use; this condition is handled as nonconforming
material and the Customer is notified.

8.5.4 Preservation
AKT Constructions preserves the conformity of outputs during internal processing and delivery to
the intended destination. Procedures include instructions for identification, handling, packaging,
storage and protection.
Preservation of outputs also includes, where applicable, in accordance with product

specifications and/or applicable regulations, provisions for:
• Cleaning;
• Prevention, detection and removal of foreign objects;
• Special handling for sensitive outputs;
• Data sheet with product specifications
AKT Constructions ensures that documents required by the contract/order to accompany the product
are present at delivery and are protected against loss and deterioration.
8.5.5 Post delivery activities

Customer Service is carried out during Post-delivery activities; it includes Operations and Maintenance
Manual (O&Ms), warranty, maintenance services and repairs.
Liabilities for actions under warranty provisions are specified in the O&M Manuals: the warranty period;
the countries in which the warranty is in effect; warranty terms; warranty procedure.
In determining the extent of post-delivery activities that are required, consider statutory and
regulatory requirements.
8.5.6 Control of changes

Changes for production or service processes can be initiated by:
• Leadership (cl.9.3), including Project Managers and Supervisors (e.g. modernisation
based on the context of the organisation analysis results (cl.4.1), needs of interested
parties (cl.4.2) or Customer feedback (cl.5.1.2);
• Fabrication department when vulnerability is detected and (or) opportunities for
improvement are identified (cl.4.4, cl.6.1), etc.
Fabrication department reviews and monitors changes for production and ensures the
controlled fabrication conditions after the changes.
Service process changes are reviewed on site by Project Manager and Supervisor and
changes are documented in onsite job steps identified in safety documentation.
Records of results of the review of changes, the persons authorising the change, and any necessary
actions arising from the review are maintained in accordance with procedure QSP 7.5 Control of
Documented Information.
8.6 Release of products and services

AKT Constructions monitors and measures the characteristics of the product or service in receiving
inspection, in-process inspection, and final inspection to verify that requirements are met. Documented
procedures have been established for product and service inspection.
Records of inspection includes evidence of conformity with the acceptance criteria and traceability to the person
authorizing the release. Records of inspection are maintained in accordance with procedure QSP
7.5 Control of Documented Information.

Inspection status is determined by location of product. No product is used or distributed until the
required inspections have been completed or otherwise verified as conforming to our specified
requirements.
Products that do not pass inspection are segregated from good products and placed in the “Hold” shelf in
accordance with procedure QSP 8.3-1 Control of Nonconforming Product.
8.7 Control of non confirming outputs

AKT Constructions ensures that outputs and product which does not conform to product requirements is
identified and controlled to prevent its unintended use or distribution. AKT deals with nonconforming
outputs as displayed on the diagram (Fig. 8.1).
Records of nonconformities outputs and product are maintained (QSP 7.5 Control of
Documented Information) and include:
• Description of nonconformity;
• Description of actions taken;
• Description of concessions obtained;
• Identification of the authority deciding the action in respect of the nonconformity.
When nonconforming product is corrected, it is re-inspected to ensure it conforms to requirements.

When a nonconforming product is detected after delivery, AKT will take action appropriate to the
effects or potential effects of the nonconformity.
Fig.8.1. Control of nonconforming outputs of AKT Constructions Diagram.

9 Performance Evaluation
9.1 Monitoring, measurement, analysis and performance evaluation
9.1.1 General
In AKT Constructions the objects of monitoring, measurement, analysis and evaluation are: process
criteria, product characteristics, service quotes vs actual costs, performance and
effectiveness of the QMS. Statistical techniques, risk management and quality
management tools are used for analysing and evaluation of measurement data in
accordance with established Quality Policy and Quality Objectives.
Monitoring and measuring is performed in accordance with the QMP, process

instructions, and methods. Results from monitoring and measurement are analysed and
evaluated by the Management Team.
Informational reports are passed to Management Team for general review
and making decision on opportunities for improvement, any need for changes
to the QMS, resource needs (sec. 9.3).
Records of results of monitoring, measurement, analysis and evaluation are maintained in

accordance with QSP 7.5 Control of Documented Information.
9.1.2 Customer Satisfaction

As one of the measurements of the performance of the QMS, AKT Constructions monitors
information
relating to Customer perception as to whether AKT has fulfilled Customer requirements.
Customer satisfaction is the principal objective of the QMS and the level of Customer
satisfaction is the most important measurement of the effectiveness of the system.
Collecting Customer feedback and complaints, and Customer satisfaction is conducted during
the job process and recorded for Management Team review. Customer satisfaction data is used
by management to identify opportunities for improvement.
9.1.3 Analysis and Evaluation

AKT Constructions analyses and evaluates appropriate data and information arising from
monitoring and measurement and uses the results to evaluate conformity of products
and services, the degree of Customer satisfaction, the performance and effectiveness of
the QMS, the performance of external providers, the performance of internal processes,
accurate quoting, the need for improvement of the QMS in accordance to the diagram
on the fig. 9.1.
Evaluation whether the planning has been implemented effectively is a part of the
planning of changes activities (sec. 6.3).
Evaluation of the effectiveness of actions taken to address risks and opportunities is a part of
activities taken to address risks and opportunities (sec.6.3)

Fig. 9.1. Monitoring, Measuring, Analysis, and Evaluation Actions
9.2 Internal Audit

AKT Constructions plans and conducts internal audits at planned intervals according to QSP 9.2
Internal Audit for the following purposes:
• To verify whether quality activities and related results comply with planned
arrangements including Customer contractual requirements according to ISO 9001: 2015
and any other additional QMS
established by AKT Constructions.
• To determine if the overall effectiveness of the QMS implemented is maintained.
The Chief Executive Officer produces an annual audit program, which identifies when each
element, process or activity will be audited. Every critical element maybe audited on a regular
basis and at a minimum, audited once per year to determine effectiveness.
The Fabrication Manager is responsible for organising and coordinating product audits at
appropriate stages of production and delivery to verify conformity to all specified requirements,
such as product dimensions, functionality, packaging and labelling at a defined frequency.
The frequency at which an individual element, process, activity or product is audited is based upon
the importance and status of the element, process, activity, or product and the results of previous
audits. When internal or external nonconformities, Customer complaints occur, or any changes

affecting the organisation where made, the audit frequency is appropriately increased.
The Chief Executive Officer is responsible for organising and coordinating the internal audit to ensure
that the audit criteria, scope, frequency and methods are defined, and that the following
requirements of QSP
9.2 Internal Audit are met:
• Definition of audit responsibilities.
• Definition of requirements for planning and conducting the audit including taking
appropriate correction and corrective actions without undue delay.
• Assurance of auditor independence.
• Recording of audit results.
• Communication of audit results to management.
The Chief Executive Officer is responsible for ensuring the selection of auditors and the conduct
of audits ensures objectivity and impartiality of the audit process. Auditors do not audit their
own work.
Only competent personnel may perform internal auditing activities. These competent
personnel are classified as internal auditors and have received the following training as a
minimum:
• Training on internal auditing techniques
• Training and knowledge of applicable standards
This training may be performed by a trained lead auditor or by previously trained internal auditors.
Records of internal audit training are maintained on the company training matrix according to QSP
7.5 Control of Documented Information.
9.3 Management Review

9.3.1 General
AKT Constructions Management activities include:
• Strategic planning;
• Management reviews of the QMS.
When carrying out strategic planning, management:
• Conducts review of external and internal context (sec. 4.1),
• Defines who are the interested parties and what are their needs and expectations
(sec. 4.2),
• Based on the analysis, develops the strategic directions of the AKT
Constructions, Quality Policy (sec. 5).
This analysis and the Quality Policy relevance evaluation is held once a year. The Management
Team conducts reviews of the QMS to ensure its continuing suitability, adequacy, effectiveness and
alignment with the strategic directions of AKT Constructions.
Results of the review are documented. Management reviews are a minimum of once a
year. More frequent reviews may be scheduled in periods when organisational or service
and product changes require increased attention and input from AKT Management
Team.
9.3.2 Management Review inputs
Assessment of the QMS is based on a review of information inputs to management review.
These inputs include the following:
a) The status of actions from previous management reviews;
b) Changes in external and internal issues that are relevant to the QMS;
c) Information on the performance and effectiveness of the QMS, including trends in:
• Customer satisfaction and feedback from relevant interested parties;
• The extent to which quality objectives have been met;
• Process performance and conformity of products and services;
• Nonconformities and corrective actions;
• Monitoring and measurement results;
• Audit results;
• The performance of external providers;
d) The adequacy of resources;
e) The effectiveness of actions taken to address risks and opportunities (see sec. 6.1);
f) Opportunities for improvement.
9.3.3 Management Review outputs

The outputs of the management review include decisions and actions related to:
a) Opportunities for improvement, including the breakthrough projects initiation (sec.
10.3);
b) Any need for changes to the QMS;
c) Resource needs.

10 Improvement
10.1 General
AKT Constructions determines and selects opportunities for improvement and implements any
necessary actions to meet Customer requirements and enhance Customer satisfaction. These
include:
• Improving products and services to meet requirements as well as to address future
needs and expectations;
• Correcting, preventing or reducing undesired effects;
• Improving the performance and effectiveness of the QMS.
10.2 Nonconformity and corrective action

AKT Constructions takes action to eliminate the cause of nonconformities in order to prevent
recurrence. Corrective actions are appropriate to the effects of the nonconformities
encountered.
When a nonconformity occurs, including any arising from complaints, corrective actions are
conducted including;
a) Reaction to the nonconformity and, as applicable:

• Taking action to control and correct it
• Dealing with the consequences
b) Evaluating the need for action to eliminate the root cause(s) of the nonconformity, in
order that it does not recur or occur elsewhere, by;
• Reviewing and analysing the nonconformity
• Identifying the root cause(s) of the nonconformity
• Determining if similar nonconformities exist, or could potentially occur
c) Implementation of any action needed
d) Review of the effectiveness of any corrective action taken
e) Updating risks and opportunities determined during planning, if necessary
f) Making changes to the QMS, if necessary.
Corrective actions appropriate to the effects of the nonconformities encountered. A documented

procedure OHS_FOR_014-Corrective Actions Procedure describes taking appropriate corrective
actions and provides the mandatory indication of;
• The nature of the nonconformities and any subsequent actions taken;
• The results of any corrective action.
10.3 Continual improvement

AKT Constructions continually improves the suitability, adequacy and effectiveness of the QMS at
the system level through implementation of small improvement cycles (small steps improvements)
and big improvement cycles (breakthrough projects), fig.10.1 Continual Improvement Model and
the conditions, described in the section 6.3 Planning of Changes are met.
Small improvement cycles are carried out in every QMS process and include the following:
a) Actions to address risks and opportunities
b) Implementation of process approach in a chain: ‘Process criteria definition > Criteria
monitoring and measuring > Results review and evaluation, determination of trends
and their causes;
preventing undesired effects and (or) enhancing desirable effects’. Resources for monitoring
and measuring, including the methods, techniques, personnel training, are described in Section
7.1.5. For Methods of analysis and evaluation, see section 9.1.1.
Small improvement cycles are carried out by brain storming and using focus groups, etc. If
the decision scale of the group making improvements go beyond the power of process-
owner, they generate a proposal for management review, see section 9.3.
Big improvement cycles are carried out by AKT Constructions Management Team in a
chain: ‘Context, strategy, quality policy and objectives review > Breakthrough projects
implementation > Project Effectiveness Review > Organisation wide application; Introduction
into the QMS’.
Process-owners could also initiate the breakthrough projects. The breakthrough projects are as
follows: modernisation, launching of a new product or service, diversification, outsourcing, etc.
Continual improvement is the foundation of AKT Constructions sustainable development.
Fig. 10.1 Continual Improvement Model

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Quality

AKT Constructions (WA) Pty Ltd

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The purpose of the QMS is;

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Company Name AKT Constructions (WA) Pty Ltd

Type Internal/ Issue Bias

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5.1.2 Customer Focus

• Actions to address risks and opportunities: Section 6.1

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5.2.2 Communicating the quality policy

5.3 Organisation Roles and Responsibilities and authorities

The management team have the following responsibility and authority;

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Interested Party Concern Risk Opportunity

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Quality objectives are classified into the following levels;

Objective Measures KPIs Responsible Timeframe

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Maintaining compliance with Register of Contractual, Register CEO Ongoing

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• To achieve the quality policy

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• Buildings, workspace and associated utilities

7.1.4 Environment for the operation of processes

• Safety and ergonomics • Space • Language

7.1.5 Monitoring and measuring resources

Where necessary to ensure valid results, measuring equipment is;

• Calibrated or verified at specified intervals, or prior to use, against measurement

Equipment is utilised in environmental conditions suitable for the calibration, inspections,

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7.1.6 Organisational knowledge

Nature of Knowledge Knowledge Media Types of transfer Transfer is initiated

Trends of development Management Team Meetings, By Management

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7.5 Documented Information

7.5.2 Level 1: Quality Policy, Quality Objectives, Quality Manual

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7.5.5 Level 4: Records and QSF

7.5.6 Creating and Updating

7.5.7 Control of Documented Information

Documented information of external origin determined by the AKT Constructions to be necessary

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8.1.1 Operational planning and control

8.2 Requirements for products and services

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