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Introduction to the Amalgamated Operating System QUALITY MANUAL Page 1 F001-1 Quality Manual Version Contents Introduction...3 Definitions...3 Amalgamated Operating System (AOS) Policy...4 Our Mission...4
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Introduction to the Amalgamated Operating System QUALITY MANUAL Page 1 F001-1 Quality Manual Version Contents Introduction...3 Definitions...3 Amalgamated Operating System (AOS) Policy...4 Our Mission...4 Introduction to AOS...6 AOS Information Structure ISO 9001 Quality System Requirements Context of the Organisation Understanding the organisation and its context Understanding the needs and expectations of interested parties Determining the scope of the quality management system Quality management system and processes Leadership Leadership and commitment Customer Focus Policy Organizational roles, responsibilities and authorities Planning Actions to address risks and opportunities Quality objectives and planning to achieve them Planning of changes Support Resources People Infrastructure Environment for the operation of processes Monitoring and measuring resources Organisational Knowledge Competence Awareness Communication Documented information Operation Operational planning and control Requirements for products and services Design and development of products and services Control of externally provided processes, products and services Product and service provision Release of products and services Control of nonconforming outputs Performance Evaluation Monitoring, measurement, analysis and evaluation Internal audit Management review Improvement General Nonconformity and corrective action Continual improvement Page 2 F001-1 Quality Manual Version Introduction Welcome to the Amalgamated Pest Control Operating System - Quality Manual. This document was created to provide a general overview of the Amalgamated Operating System (or AOS), addresses the requirements of the ISO9001 Quality Management System. This Quality Manual can be used as an introduction tool to the way the AOS was designed and developed, as it explains the structure and intent of the system. Definitions ABS AMS AOS APC Contract Customer Non-conformance Process Product Quality Service Supplier/subcontractor Supplier Tender The predecessor system to AMS Amalgamated Management System (online client database and business management system) Amalgamated Operating System Amalgamated Pest Control A legal agreement between supplier and customer for the delivery of goods and/or services. The recipient of a product and/or service provided by the supplier. Non-fulfilment of a specified requirement. A set of inter-related resources and activities that transform inputs into outputs. The result of activities or processes. The totality of characteristics of an entity that bear on its ability to satisfy stated and implied needs. The result generated by activities at the interface between the supplier and the customer, and by the supplier s internal activities to meet the customer s needs. An organisation that provides a product and/or service to the supplier. An organisation that provides a product and/or service to the customer. An offer by the organisation to deliver goods and/or services required by the customer. Page 3 F001-1 Quality Manual Version Amalgamated Operating System (AOS) Policy The Amalgamated Pest Control Group is engaged in the delivery of pest management services within Australia and the following policy applies to all personnel within the organisation. Our Mission To be THE choice for effective pest management services, satisfying the needs of our clients, our workforce and the environment. This objective is realised through the development, implementation and use of the Amalgamated Operating System, or AOS. In order to achieve this objective, Amalgamated Pest Control Pty Ltd expects every person, every day to be committed to: The compliance with all AOS procedures and processes Meeting or exceeding our customers requirements and expectations Meeting or exceeding external requirements, including legislation and industry Codes of Practice Minimising the risk of injury and/or illness to our customers and our workforce Minimising the impact of our activities on our environment It is the goal of AOS to share information, provide direction, support and assistance to every person working within the Amalgamated Pest Control Group. This will ensure the long term success and growth of the business, while protecting our most important assets: Our People Our Clients Our Environment In consultation with key stakeholders, Amalgamated Pest Control will continually work towards identifying and implementing changes within the AOS which will improve both our service delivery and our ability to satisfy the needs of our customers, our workforce and the environment. Explanation of the AOS Policy Amalgamated Pest Control Pty Ltd has a commitment to continually improving the organisational goal of delivering efficient services to customers that satisfy their needs while at the same time taking into account other issues such as safety and the environment. This commitment was developed and implemented by the Amalgamated Pest Control Board of Directors when agreeing to implement the AOS. Amalgamated Pest Control Pty Ltd demonstrates its commitment to achieving the objective set within the mission statement through the development, implementation and communication of the AOS policy. This policy covers the overall objective of the Page 4 F001-1 Quality Manual Version organisation, as well as mentioning commitment to key result areas that will need to be met to ensure the mission statement is achieved. The purpose of the policy is to confirm our commitment to meeting or exceeding the benchmarks identified and set by AOS. Meeting or exceeding these benchmarks will ensure our customers and any other external or internal requirement is satisfied. Ongoing identification of opportunities to improve AOS combined with the regular management reviews (including review of the effectiveness and suitability of the AOS policy) are ways that Amalgamated Pest Control Pty Ltd strives to achieve our overall objective - our mission. Page 5 F001-1 Quality Manual Version Introduction to AOS General The Amalgamated Operating System, or the AOS as it is known, has been established as a documented way of mapping how Amalgamated Pest Control Pty Ltd carries out its core business activities to deliver quality pest management services to our clients. Some examples of these activities are Business Planning Administration of Licences Human Resources Management Providing services that satisfy our customers needs Technical Issues Working towards improving the way we do business Another reason for the development of AOS is that it satisfies the requirements of a number of external parties within the context of the organisation including: Government Legislation - Occupational Health and Safety - Environmental Protection - Health Legislation - Privacy - Industrial Relations Industry suppliers Shareholders Clients Quality Management Certification Industry Codes of Practices Insurance Using the AOS The AOS was developed to share the large amount of valuable information and experience that already exists within the company. Through an ongoing process of consultation with various groups within and external to the Company the AOS is identifies best practices for all tasks associated with the delivery of pest management services. This information made available for access through the Company Extra-net website found at Making this information available online is the most efficient and convenient way to ensure that personnel within the Amalgamated Pest Control Group have access to these best practices, processes and procedures. The level of access to AOS content is governed according to a set of rules which will vary dependent upon the role of the person accessing it. All personnel within the group can work using a consistent approach where appropriate, while allowing for flexibility according to local branch conditions if needed and appropriate. The AOS has been written with an outcome focus, which means that often the requirement is a standard outcome, however there is sufficient flexibility to achieve that outcome using a Page 6 F001-1 Quality Manual Version variety of different ways. It is the goal of AOS to provide hints, tips and instructions through the Help Files where appropriate to enable people to achieve these outcomes in the fastest possible time. Continual Improvement Amalgamated Pest Control Pty Ltd encourages and supports a philosophy of continuous improvement for the entire Group. It is the premise of this approach that all jobs, work processes and systems are capable of continuous improvement, whether it is in large or small steps. Continuous improvement is defined as the progressive step by step improvement of every aspect of work. To qualify as an improvement, any change to a work process or procedure must lead to gains in our corporate mission and goals. These gains can be realised by reducing the amount of time and effort taken to perform a particular task, raising the level of stakeholder satisfaction or improving the safety and environmental impact of our processes. The major focus of continuous improvement is to improve quality of service delivered to all clients. This does not mean perfection of some unattainable goal, but it means conformance with the expected standard where this standard is based client expectations and requirements. The Amalgamated Pest Control s clients are defined as: Personnel within the Company, including direct employees, franchisees and their employees and shareholders; People external to the organisation, including direct clients (users of our services), members of the general public, government entities and industry suppliers. Pivotal concepts for the successful implementation of continuous improvement include: A focus on Risk-based thinking A focus on preventative actions rather than correction The identification elimination of waste Identification of the need for improvement Understanding of variation and inconsistency through investigation Recognition of the importance of small step improvements The positive involvement of all staff at all levels within the business Encouraging the empowerment of staff and employee participation Recognising the importance of measurement Amalgamated Pest Control Pty Ltd strives to meet its goal of continual improvement through: Internal and external auditing Consultation with key stakeholders Regular management reviews at all levels of the organisation Open and accountable management practices Encouraging feedback and suggestions for improvement Reporting and investigation of hazards and incidents Page 7 F001-1 Quality Manual Version The Amalgamated Operating System (AOS) AOS policies, processes and procedures, forms, records and help pages are split into the following 4 sections 1. AOS Management This category covers all AOS internal administrative functions of the Amalgamated Operating System. The mandatory documented procedures for ISO9001 certification are found in this section. All documents (policies, procedures, forms, help files etc) in this section have a number in the range ( ) 2. Corporate & Business Management This category includes aspects of management and development of the Amalgamated Pest Control businesses. Business planning and marketing are important elements of the system and are found in this section, along with the Mission Statement and agreements and certification information. All documents (policies, procedures, forms, help files etc) in this section have a number in the range ( ) 3. Human Resources Management This category covers all Human Resource Policies and procedures including discrimination, sexual harassment, and workplace bullying as well as providing guidance on the employment process, induction, probation and other industrial relations issues. It also provides information on managing grievances and raising complaints. All documents (policies, procedures, forms, help files etc) in this section have a number in the range ( ) 4. Operations Management This category covers all aspects of the technical, pest management performed by APC technicians and other staff in the field. It contains policies on treatment techniques and methods, client service, management of incidents and many other areas. All documents (policies, procedures, forms, help files etc) in this section have a number in the range ( ) All existing and any new business processes and/or procedures will fit into one of the 4 sections of the AOS. As the AOS continues to expand, more aspects of the business and the processes being used will appear within the 4 sections of the AOS. Page 8 F001-1 Quality Manual Version An example of some of the processes contained in the 4 sections of the AOS Operational Management - Purchasing - Equipment - Risk Management - Service Delivery - Chemical Approval Processes - Vehicle and Equipment Inspection - Client Contact Management - Contractor Management - Resource management - Research and development of new products and services - Customer Service Processes AOS Management - Document Control - Records Management - Corrective Action - Development of new processes - Complaint management - Changes to the system - Internal/external auditing - Quality Manual HR Management - Employment Contracts - Company Assets - HR Manual - Recruitment - Induction - Performance Appraisals - Training (tech, sales, admin) - Dismissal processes - Role Descriptions - Use of Equipment and Vehicles Corporate & Business Management - Agreements and Contracts - Advertising and Marketing - Branch Support - Business planning - Client Service - Commercial Sales - Corporate Communications - Corporate Documents (Certificates) - Policies (Drugs and Alcohol, Environment, Ethics, Privacy, Security, Sustainability) - Finances - Insurance - IT - Public Relations - Tendering/National Contracts - WH&S Page 9 F001-1 Quality Manual Version AOS Information Structure Within the AOS you will find: 1. Mission Statement and Quality Manual The APC mission is a clear and concise statement of what everyone is striving to achieve. The statement unifies all personnel within APC under a common goal and provides a sense of direction and purpose to the company. 2. Policies (Vnnn) A policy is a general statement of intent on a particular topic. The statement includes commitment to certain objectives relating to that topic (an example is WH&S) All Policies in AOS start with the letter V and a number. Some policies have a secondary number -n. This means it is a sub-policy that is related to a parent policy. (e.g. V271-1 and V271-2 belong to the parent policy V271) 3. Procedures (Pnnn) A procedure is a documented process which has mandatory requirements. Procedures exist only when APC has recognised that the absence of documentation relating to that process increases the risk of loss (to the organisation or one of the other key stakeholders). All Procedures in AOS start with the letter P and a number. Some procedures have a secondary number -n. This means it is a sub-procedure that is related to a parent policy. (e.g. P274-1 and P274-2 belong to the parent policy V274). 4. Forms (Fnnn-n) Forms are mandatory requirements attached to procedures. An example is the technician performance review procedure, which includes the requirement to document the review on the associated form. All forms in AOS start with the letter F and a number. The number of the form relates directly the its parent policy/procedure number that it belongs to. There is always a -n after the main number. This second number is a sequence number in case there is more than one form related to the parent policy/procedure. (For example Forms F008-1 and F008-2 belong to Procedure P008). 5. Help Files (Hnnn-n) Help pages provide simple explanations of what is required by procedures or other processes. They also include examples (where appropriate) All help files in AOS start with the letter H and a number. The number of the form relates directly the its parent policy/procedure number that it belongs to. There is always a -n after the main number. This second number is a sequence number in case there is more than one form related to the parent policy/procedure. (For example Help File H008-1 belongs to Procedure P008). Page 10 F001-1 Quality Manual Version The AOS was written with the aim that all mandatory procedures had an outcome focus. That means their requirements are more slanted to results than to the specific details of how the results are actually achieved. Often the details are left to help pages (where applicable), which provide assistance and examples of how to achieve the required outcome. An example of this philosophy would be the record keeping requirements set by the AOS. The AOS requires that certain information be kept for pre-determined time periods. However, the actual process for keeping the records is not mandated. Timing of the record keeping is set, but how, where and in what format is up to the region, branch or individual. All the procedure states is that the person keeping the record can retrieve that record if it is required. How are procedures developed and modified? The way the system works is as follows 1. A new procedure (or policy, form etc), or a change to a procedure, is identified by someone within APC. The idea for the change is received by the Compliance Manager via feedback, or as a result of an internal auditing function, external audits, incident reports or changes to external reporting requirements such as legislation and industry codes of practice. Most of the identified issues arise from the RFA (Request For Action) system. 2. A draft of the new or modified procedure is created through a process of consultation with relevant parties, by or for the Compliance Manager. Once the final draft is complete it is then sent out to the various levels within the organisation for comment. Depending on the feedback received, the draft may be modified to better suit purposes and then approved through the document approval process. 3. Once the new/modified procedure is approved it is given a document number, then entered into the Document Management System and uploaded to the Amalgamated Website (www.amalpest.com.au). 4. A notice goes out to all relevant personnel that a new or modified procedure has been published and is ready for review on the web. 5. Old copies of the procedure (if it is a modification that has been approved) are removed from the website, and the document controller places them into the archive section of AOS. 6. The procedure is reviewed regularly as per the management review processes. Page 11 F001-1 Quality Manual Version ISO 9001 Quality System Requirements This section includes the Amalgamated Pest Control s aim to satisfy the requirements of the ISO9001 Quality Management System certification standard, with brief information on the way the AOS addresses each those elements. 4 Context of the Organisation 4.1 Understanding the organisation and its context 4.2 Understanding the needs and expectations of interested parties Corporate management of APC carefully analyses and balances the ongoing needs and requirements of all parties concerned, to ensure that it continues to maintain its sustainability into the future. The Corporate head office for the Amalgamated Pest Control Group is located in Brisbane s southern suburbs at 504 Boundary Road, Archerfield. The Corporate Head Office is responsible for the overall management of the Group, as well as the provision of technical support, equipment manufacture, distribution and maintenance. It is where the Company s General Manager, and senior management team is located. The company structure is shown below. Amalgamated Pest Control (Board of Directors) CEO Mick Farr General Manager Compliance & Governance Steve Endor General Manager Operations Dallas Hall Training &Technical Services John Murray National Sales Jeff Alexander Information Technology Cathie Neeve Client Relationship Karen Dwyer Page 12 F001-1 Q
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