Quality Manual

Fentons LTD
QUALITY MANUAL
ISSUED ON
01 January 2013
Section : 00
QUALITY MANUAL
Issue:00, 01 January 2013
DOC NO: QM/00
CONTENT
Page Number: 1 of 3
SECTION Ref. DESCRIPTION PAGE NO

00 Content 1 of 3
Abbreviations and Acronyms 3 of 3
1 General 1 of 3
1.1 Scope 1 of 3
1.2 Application 1 of 3
01
1.2.1 Ownership 1 of 3
1.2.2 Purpose 1 of 3
1.2.3 Company Profile 3 of 3
2 Manual Control 1 of 3
02 2.1 Manual Control 1 of 3
2.2 Distribution of Quality Manual 3 of 3
03 3 Terms and Definitions 1 of 1
4 Quality Management System 1 of 4
4.1 General 1 of 4
4.2 Documentation Requirements 2 of 4
04 4.2.1 General 2 of 4
4.2.2 Quality Manual 2 of 4
4.2.3 Control Of Documents 3 of 4
4.2.4 Control Of Records 4 of 4
05 5 Management Responsibility 1 of 7
5.1 Management Commitment 1 of 7
5.2 Customer Focus 1 of 7
5.3 Quality Policy 2 of 7
5.4 Planning 3 of 7
5.4.1 Objectives 3 of 7
5.4.2 Quality Management System Planning 4 of 7
5.5 Responsibility, Authority & Communication 5 of 7
5.5.1 Responsibility and Authority 5 of 7
5.5.2 Management Representative 5 of 7
5.5.3 Internal Communication 6 of 7
5.6 Management Review 6 of 7
5.6.1 General 6 of 7
5.6.2 Review Input 6 of 7
5.6.3 Review Output 7 of 7
06 6 Resource Management 1 of 2
6.1 Provisions of Resources 1 of 2
6.2 Human Resources 1 of 2
6.2.1 Assignment of Personnel 1 of 2
6.2.2 Training Awareness and Competency 1 of 2
6.3 Infrastructure Facilities 2 of 2
6.4 Work Environment 2 of 2
07 7 Production Realisation 1 of 6
7.1 Planning of Realisation Processes 1 of 6
7.2 Customer Related Process 1 of 6
Prepared By: DMR Approved By: MD/MR

Revision No: 00 Revision Date: 00.00.0000
FENTONS LTD- CONTROLLED COPY

Section : 00
QUALITY MANUAL
DOC NO: QM/00
CONTENT
Page Number: 2 of 3
ISO
SECTION DESCRIPTION PAGE NO
CLAUSE
07 7.2.1 Determination of requirements related to the 1 of 6
product
7.2.2 Review of the Product Requirements 2 of 6
7.2.3 Customer Communication 2 of 6
7.3 Designs and/or Developments 3 of 6
7.4 Purchasing 3 of 6
7.5 Product and Service Provision 5 of 6
7.5.1 Control of Service Provision 5 of 6
7.5.2 Validation of Processes 5 of 6
7.5.3 Identification and Traceability 5 of 6
7.5.4 Customer Property 6 of 6
7.5.5 Preservation of Products and Services 6 of 6
7.6 Control of Measuring and Monitoring Devices 6 of 6
08 8.0 Measurement, Analysis and Improvement 1 of 5
8.1 Planning 1 of 5
8.2 Monitoring and Measurement 1 of 5
8.2.1 Customer Satisfaction 1 of 5
8.2.2 Internal Audit 1 of 5
8.2.3 Measurement and Monitoring of Processes 2 of 5
8.2.4 Measurement and Monitoring of Product 2 of 5
8.3 Control of Nonconformity 3 of 5
8.4 Analysis of Data 3 of 5
8.5 Improvement 4 of 5
8.5.1 Planning for Continual Improvement 4 of 5
8.5.2 Corrective Action 4 of 5
8.5.3 Preventive Action 5 of 5
ANNEXURE
ANNEXURE I Process Map QM/ANX/01
ANNEXURE II Organization Chart QM/ANX/02


Section : 00
QUALITY MANUAL
DOC NO: QM/00
CONTENT
Page Number: 3 of 3
ABBREVIATIONS AND ACRONYMS
Following are the abbreviations and acronyms used in Fentons Quality Management
System.
MD Managing Director
MR Management Representative
DMR Deputy Management Representative
HOD Head of Division
IQA Internal Quality Audit
MR Management Representative
QP Quality Plan
PDCA Plan, Do, Check, Act
QAP Quality Assurance Procedure
QM Quality Manual
Fentons Fentons Ltd
PM Procedure manual
ANX Annexure


Section : 00
QUALITY MANUAL
DOC NO: QM/00
GENERAL
Page Number: 1 of 5
1. GENERAL
1.1. SCOPE OF THE QUALITY MANAGEMENT SYSTEM
The scope of our Quality Management System at Fentons covers “Sales and Marketing,
Designing, installation and After sales of system integration including fire safety
systems, Security systems, power & lighting, voice & data, renewable energy and ELV
services & ICT solutions ” according to the requirements mentioned in ISO 9001: 2008
standard with an aim to enhance customer satisfaction through effective application of the
system which includes processes (Identified by way of a process map) for continual
improvement of the system & the assurance of conformity to customer & applicable regulatory
requirements.
1.2. APPLICATION
1.2.1 OWNERSHIP
This document and the information controlled herein are the property of Fentons. It must not
be reproduced in whole or in part or otherwise disclosed without the prior consent of Fentons
Ltd.
1.2.2 PURPOSE
The Quality Manual sets out the General policies, procedures and practices operating within
the company to manage the requirements of ISO 9001: 2008 based Quality Management
System. All policies maintained in this manual have been approved by the Management.
This Quality Management System is an integrated part of the daily work and is supported by
education, awareness and well defined training programs. This is the primary document of the
Quality Management System. The requirements stated in this document are mandatory and
adhered by all personnel.
Controlled copies of this Quality manual are circulated among the identified personnel of the
company as mentioned in the Distribution List.
Uncontrolled copies of this manual are available for distribution to prospective principals and
legislative authorities on request.
Inquiries in relation to the Quality Management System should be directed to the Management
Representative.

Section : 00
QUALITY MANUAL
DOC NO: QM/00
GENERAL
Page Number: 2 of 5
1.2.3 Company Profile

HEAD OFFICE : No 350, Union Place, Colombo 2, Sri Lanka.
TELEPHONE : 94-11-2 448 518
FAX : 94-11-2 448 517
E-MAIL : info@fentons.com
WEB SITE : www.fentons.com
Our Mission
To Be a Winning Team that adds Value to Life through Technology Enabled Solutions
Our Values
 Innovativeness
We are curious and willing to experiment to create new solutions every day.
 Energy
We are committed to go the extra distance to be a winning team

 Empathy
We live like a family with respect and support to enable open communication and people’s
growth.
 Accountability
We keep our promise and get things done; creating trust with everyone we are dealing with.
Core Business
Today, Fentons is possibly the country’s largest and pioneering systems integrator in
the fields of…
 Electrical Contracting and Engineering services


Section : 00
QUALITY MANUAL
DOC NO: QM/00
GENERAL
Page Number: 3 of 5
 Telecommunications engineering
 Electronic Security and Surveillance
 Fire Systems (Detection, protection, suppression)
 24 hour Security Alarm Monitoring Services (ALARMNET)
 Structured Cabling systems (Voice, Data, Video)
 Specialized Private Network Communications Infrastructure
 UPS Systems and mission critical energy management
 Small Hydroelectric Power Plant design, supply and turnkey services
 Lighting Systems Lightning protection and Surge protection
Our Services
Electrical & Networking
 This Strategic Engineering Unit (SEU) has the longest history in the Company with
over 87 years of experience undertaking contracts in Electrical Power Engineering
from concept to implementation.
 Since 1921, this SEU has completed electrical installations in residencies, offices
(both government and private sector), factories, mini-hydro power stations, housing
schemes and condominiums, hospitals, schools and varied industrial enterprises.
Telecommunication
We design, supply, install and maintain:
 PABX and soft switches
 DECT and Wi-Fi LAN/WAN systems
 Unified Messaging Systems (UMS) and Call Centre applications
 Voice recording and IVR systems


Section : 00
QUALITY MANUAL
DOC NO: QM/00
GENERAL
Page Number: 4 of 5
 Digital hybrid Key Telephone Systems
 Inside and Outside Plant Telecommunication Cabling for Infrastructure Projects
 Design and implementation of unified communications (Voice, Data, Video)
 Telecommunication earthing and lightning protection systems
Security & Surveillance

Expertise: Design, supply, installation and maintenance the following;
 Intruder Alarm and Surveillance Systems

 CCTV Systems
 Electronic Security & Access Control Systems
 Public Address and MATV systems
 Specialized and Custom Designed Electronic security Installations
 Alarm net – A completely wireless Alarm Monitoring Central Station
Fire Detection, Protection & Suppression Systems

Main Services;
 Fire Detection and protection systems,
 Specialised fire suppression systems and Alarm Systems
 Fire Hydrant Systems & Sprinkler Systems
National Registrations
 Under the national registration and grading scheme of contractors in the construction
industry by the Institute for Construction Training and Development (ICTAD), the
company is categorized under EM 01 - (unlimited contractual value). The grading


Section : 00
QUALITY MANUAL
DOC NO: QM/00
GENERAL
Page Number: 5 of 5
covers the specialized fields of Electrical Engineering and Mechanical Engineering

(Low and High Voltage)
 Member of Ceylon Chamber of Commerce
 Member of National Chamber of Sri Lanka
Principles & Suppliers

 NEC Corporation, Japan
 Honeywell Securities, USA
 General Electric, USA
 Nexans, Belgium
Principles & Suppliers

 MIRCOM/Secutron
 Microsoft Lync.
 Spectra, India
 Huawei
 HID
 SHANY
 TELEMATRIX/TELEDEX


Section : 02
QUALITY MANUAL
DOC NO: QM/02
MANUAL CONTROL
Page Number: 1 of 3
2. MANUAL CONTROL
2.1 MANUAL CONTROL
Valid copies of the Quality Manual are shown with the latest revision number. The master
copy of which is available for reference with the Management Representative. MR controls all
copies of the manual and all revisions and amendments.
This Manual becomes a controlled document when the document is signed by the authorised
signatories (MR, DMR). Alterations and/or copies made without approval of above authorities
will not be valid.
The Management Representative is authorized to make necessary revisions to this Manual

and its associated documentation.
If any change or alteration is done to this manual or to any of it's associated documents to any
text of any page(s) at any particular time a new revision number will be issued to the relevant
page & each revision is introduced by issuing a new page or pages.
The nature of the amendment & the date of revision will be indicated in detail in the
Amendment Record Sheet of this manual.
If any change is done to the associated documents of this manual such changes or
amendments are indicated in Amendment Record Sheet maintained for those documents &
the relevant revision number is indicated in the Master List of documents.


Section : 02
QUALITY MANUAL
DOC NO: QM/02
MANUAL CONTROL
Page Number: 2 of 3
AMENDMENT RECORD SHEET

The Management Representative is Responsible for maintaining this Record Sheet
Serial Date Page No. Revision Nature of Amendment Authorization

No. Of No.
Revision


Section : 02
QUALITY MANUAL
DOC NO: QM/02
MANUAL CONTROL
Page Number: 3 of 3
2.2 DISTRIBUTION OF THE QUALITY MANUAL
This Quality manual has been controlled and authorized by the Deputy Management
Representative and MR/MD. It is distributed to registered holders as given below. Each
registered holder is responsible for the safe keeping of the manual and maintaining the
manual in an up-dated manner. The Management Representative has been given the
responsibility to ensure that the latest version of the Quality Manual is distributed to all
relevant parties.
Copy Holder’s Designation Controlled Copy Number
DMR Controlled Copy
MR/MD Soft Copy
Section Heads and Process Owners PDF Copy circulated through system


Section : 03
QUALITY MANUAL
DOC NO: QM/03
TERMS AND DEFINITIONS
Page Number: 1 of 1
3.0 TERMS AND DEFINITIONS
Procedure:
A series of prescribed steps followed in definite regular order which ensure adherence to the
guidelines set forth in the policy to which the procedure applies.
Activity:
An action, element or decision representing prescribed step in the procedure process.
Correction:
Action to eliminate a detected nonconformity
Corrective action:
Action to eliminate the cause of detected nonconformity or other undesirable situation
Preventive action:
Action to eliminate the cause of potential nonconformity
Document: information and its supporting medium
Record: document stating results achieved or providing evidence of activities performed
Internal audit: systematic, independent and documented process for obtaining audit
evidence and evaluating it objectively to determine the extent to which the quality
management system audit criteria set by the organization are fulfilled.


Section : 04
QUALITY MANUAL
DOC NO: QM/04
QUALITY MANAGEMENT SYSTEM
Page Number: 1 of 3
4.0 QUALITY MANAGEMENT SYSTEM

4.1 GENERAL
FENTONS is committed to establish, document, implement, maintain & continually improve
the Quality Management System in accordance with the requirements of ISO 9001:2008
Standards.
To implement the Quality Management System, company has:

a) Identified the processes needed for the Quality Management System & their
application throughout the organization by way of a Process Map.
b) Determined the sequence and interaction of these processes annexed to the
Process Map.
c) Determined the criteria and methods required to ensure the effective operation &
control of the processes;
d) Ensure the availability of information & resources necessary to support the
operation and monitoring of these processes by way of computer system and other
supporting systems.
e) Measure, monitor and analyse these processes at regular intervals.
f) Implement actions necessary to achieve planned results and continual
improvement.
(Refer Management review meetings, Process Monitoring Table-PM/OBJ/01)
Reference;
Process Map-QM/ANX/01
Quality plans
Process Monitoring Table-PM/OBJ/01
4.2 DOCUMENTATION REQUIREMENTS

4.2.1 GENERL
The quality management system documentation of FENTONS includes;
a) Well-defined, documented & displayed statement of the Quality Policy, Quality
Objectives, which are needed to achieve the defined Quality Policy
(Refer: Process Monitoring Table-PM/OBJ/01, Documented Quality Manual)
b) Documented procedures required by ISO 9001: 2008 International Standard
(Refer: Quality Assurance Procedures- Procedure Manual)

Section : 04
QUALITY MANUAL
DOC NO: QM/04
Page Number: 2 of 3
c) Documents required by the company to ensure the effective planning operation &
control of its processes (Refer: Quality Plans) and
d) Records required by ISO 9001:2008 International Standards (Corrective action
record, Preventive action record, etc.)
4.2.2 QUALITY MANUAL

FENTONS has developed and maintains a quality manual that includes;
a) The scope of the quality management system
b) The references for the documented procedures established for the quality
management system.
c) A description of the interaction between the processes of the quality management
system by way of a Process Map (QM/ANX/01) attached to the Quality Manual.
4.2.3 CONTROL OF DOCUMENTS

FENTONS has ensured that documents required by the quality management system have
been controlled & records are kept according to the requirements specified in 4.2.4 of this
manual and company has established a documented procedure to define controls that are
needed for;
a) Approving documents prior to issue
(Refer: Document Control Procedure- PM/QAP/01)
b) Reviewing and updating as necessary and to re-approve documents,
c) Ensuring that changes and the current revision status of documents are identified
(Amendment Record Sheet- Section 2)
d) Ensuring that relevant versions of applicable documents are available at points of
use. (Refer Procedure Manual- Master List)
e) Ensuring that documents remain legible and readily identifiable,
f) Ensuring that documents of external origin are identified and their distribution is
controlled. (Refer Procedure Manual- Master List)
g) Preventing the unintended use of obsolete documents, and also applied suitable
identification to them if they are retained for any purpose.


Section : 04
QUALITY MANUAL
DOC NO: QM/04
Page Number: 3 of 3
4.2.4 CONTROL OF RECORDS

FENTONS is committed to establish and maintain all records related to the effective operation
of the Quality Management System. Records are maintained to remain legible, readily
identifiable and retrievable. A documented procedure is established to define the controls
needed for the identification, storage, protection, retrieval, retention time and disposition of
records. A Quality Records Matrix (Internal & External Records) is maintained to establish the
traceability of all records.
References;
 Procedure for Document Control - PM/QAP/01
 Procedure for Controlling of Records - PM/QAP/02


Section : 05
QUALITY MANUAL
DOC NO: QM/05
MANAGEMENT RESPONSIBILITY
Page Number: 1 of 5
5.0 MANAGEMENT RESPONSIBILITY
5.1 MANAGEMENT COMMITMENT

Senior Management of FENTONS holds the overall responsibility to develop, implement &
continually improve the quality management system by:-
a. Communicating to the employees about the importance of meeting customers as
well as regulatory and legal requirements verbally and through the electronic media.
b. Establishing the quality policy.
c. Ensuring objectives and minimum service standards
(Refer Process Monitoring Table-PM/OBJ/01)
d. Conducting Management Review meetings.
(Refer Management Review minutes)
e. Ensuring availability of necessary resources
5.2 CUSTOMER FOCUS

The senior management is committed to ensure that customer requirements are identified as
per the requirements stated in 7.2.1 & relevant actions are taken to enhance customer
satisfaction (refer customer survey results in each department) as per the requirements stated
in 8.2.1. FENTONS has given the contact number (+94 112 448 518) to the customers and a
special e-mail address (info@fentons.com) for them.
The regulatory and legal requirements are also taken into consideration in determining
customer needs and expectations.


Section : 05
QUALITY MANUAL
DOC NO: QM/05
Page Number: 3 of 5
5.4. PLANNING
5.4.1 OBJECTIVES
FENTONS has several corporate objectives set up annually, under above quality objectives,
which are incorporated in section 7.1. These objectives can be found in FENTONS– Process
Monitoring Table in each department and all action plans and monitoring criteria for each
objective can be found in this table. Measuring and data gathering mechanism also identified in
the same table (Refer process monitoring table- PM/OBJ/01). All corporate level objectives
cascade down to the process levels and performance will be analysed based on the
information and data gathered.
Department Heads was obtaining the data on objectives from each department and monitors
them monthly. The deviations and trend also analysed and discussed at the monthly
Management Meetings.
5.4.2 QUALITY MANAGEMENT SYSTEM PLANNING

The Management Team of FENTONS is involved in planning & setting up of objectives and
providing the necessary facilities in order to implement them. All such activities are controlled
by monitoring them at regular intervals and action taken based on facts gathered. This helps
FENTONS to continually improve the business and provide better products to our customers.
5.5 RESPONSIBILITY, AUTHORITY& COMMUNICATION

5.5.1 RESPONSIBILTY AND AUTHORITY
The Senior Management of FENTONS is committed to ensure that responsibilities and
authority are defined and communicated within the organization.
The Organizational Chart within the documented Quality Management System (QMS) shows
the responsibilities of all the Managers with the authority to fulfil customer requirements and
maintain the QMS.
Managers' and all officers’ work responsibilities and delegation of authority are based on the
organisational chart.
Reference;
Organization Chart-QM/ANX/02
Management Key Responsibility- PM/ANX/03

Section : 05
QUALITY MANUAL
DOC NO: QM/05
Page Number: 4 of 5
5.5.2 MANAGEMENT REPRESENTATIVE

Managing Director is active as the Management representative. HR Executive is nominated
and appointed by the senior management of Fentons, as the Deputy Management
Representative with Executive responsibility and authority for implementing and maintaining
the Quality Management System to be in line with the ISO 9001:2008 standard. In the absence
of the Management Representative, HR Executive shall oversee the Management
Representatives' work.
The MR’s Responsibility & Authority includes

a) To ensure that processes needed for the quality management system are established,
implemented and maintained.
b) To report to senior management on the performance of the quality management system
and any need for improvement, and
c) To ensure the promotion of awareness of customer requirements throughout the
organization.
5.5.3 INTERNAL COMMUNICATION
The senior management of FENTONS is committed to ensure that appropriate communication

channels are established and practised between various levels and functions regarding the
processes of the quality management system and their effectiveness through the monthly
meetings including complaints, effectiveness of the corrective and preventive actions and
product nonconformities. Further FENTONS uses Meetings, Management Review meetings &
e-mails as channels in this process. All QMS related information is communicated by
Management Representative using e-mails and system documents.
5.6 MANAGEMENT REVIEW

5.6.1 GENERAL
The Management Team of FENTONS is committed to review the quality management system,
at planned intervals (Quarterly), to ensure its continuing suitability, adequacy and
effectiveness. This review includes assessing opportunities for improvement and the need for
changes to the system, including the quality policy and objectives. Records of these reviews
are maintained in Management Review Minutes. FENTONS carries out Management Review

Section : 05
QUALITY MANUAL
DOC NO: QM/05
Page Number: 5 of 5
Meeting quarterly, where all Objectives, Customer Feedback, Corrective Actions, Preventive
Actions and Internal Audit findings are discussed.
5.6.2 REVIEW INPUT

The input to management review has to include information on:
1. Follow up action for Minutes of the previous Management Review meeting
2. Effectiveness of Previous Month Corrective Actions
3. To Approve Minutes of the previous meeting
4. Results of QMS Audit (Internal & External )
5. Corrective Actions for Operational Issues (Nonconformities)
6. Preventive Actions for potential problems
7. Process performance and product conformity (Status of objectives- QMS)
8. Review of supplier
9. Customer Complaints
10. Customer Feedback for Satisfactions
11. Effectiveness of the training/Training Requirement/ Future Plan
12. Review of Infrastructures
13. Changes that could affect the Quality Management System
14. Recommendation for the Improvement
15. Quality Policy
16. Date of next meeting
5.6.3 REVIEW OUTPUT

The output from the management review includes any decisions and actions related to:
a) Improvement of the effectiveness of the quality management system and its processes,
b) Improvement of product related to customer requirements, and
c) Resource needs and action plans.


Section : 06
QUALITY MANUAL
Issue:00, 01January 2013
DOC NO: QM/06
RESOURSE MANAGEMENT
Page Number: 1 of 2
6.0 RESOURCE MANAGEMENT

6.1 PROVISIONS OF RESOURCES
The senior management of FENTONS is determined & provides the resources needed:
a) To continually improve the effectiveness of the Quality Management System.
b) To enhance customer satisfaction by meeting their requirements.
6.2 HUMAN RESOURCES

6.2.1 ASSIGNMENT OF PERSONNEL
Personnel who are assigned responsibilities defined in the quality management system were
competent on the basis of appropriate education, training, skills and experience.
6.2.2 TRAINING AWARENESS AND COMPETENCY

a) Well experienced and competent human resources are employed performing activities
and the requirements.
b) Employees are expected to improve their skills and competencies for their career
improvement. HR department was identifying the Training Needs of employees
annually using the Performance appraisals.
c) An annual training plan is designed based on these performance appraisals to improve
the skills and knowledge of employees.
d) After each training program, an evaluation is carried out by the Trainees themselves
and the Sectional Head. (Refer Training Feedbacks)
e) Maintain appropriate records of education, experience, training & qualifications.
(Refer Employee information in Personal Files)
6.3 INFRASTRUCTURE FACILITIES

FENTONS is committed to determine, provide, and maintain infrastructure facilities to achieve
the conformity of, including:
a) Buildings ,workspace & associated facilities;
b) Machines, hardware & software;
c) Supporting services.
If there is a new requirement for facilities, sectional heads inform to Managing Director and
discuss at the operational meetings.

Section : 06
QUALITY MANUAL
Issue:00, 01January 2013
DOC NO: QM/06
RESOURSE MANAGEMENT
Page Number: 2 of 2
All machines are maintained as per the preventive maintenance schedule and with service
agreements.
6.4 WORK ENVIRONMENT

FENTONS has identified and manages the human and the physical factors of the work
environment needed to achieve conformity of the production.
There are cleaning and maintenance programs carried out in the premises in order to maintain
and storage area in better condition.


Section : 07
QUALITY MANUAL
DOC NO: QM/07
PRODUCT REALIZATION
Page Number: 1 of 7
7.0 PRODUCT REALISATION

7.1 PLANNING OF REALISATION PROCESSES
FENTONS has identified the processes and sub processes required to achieve quality of
products and services (Refer Process Map-QM/ANX/01). Planning of the realization process
is consistent with the other processes of the company’s quality management system and
documented (Refer Section 4.1) in a manner suitable for the company’s method of operation.
Purchasing, Storing, Engineering, Installation, After-sales, Finance, Marketing, and

Administration (Refer process map attached to Quality Manual) are the main processes at
FENTONS. In planning the process of realisation of products the company is committed to
determine the following, as appropriate:
a) Corporate and Quality Objectives of each process.
b) The need to establish processes and documentation and provide resources specific to the
product and services ( Refer Quality Plans in Procedure Manual)
c) Monitoring & inspection activities specific to the product. (Refer Quality Plans in Procedure
Manual)
d) The records which are necessary to provide evidence that the realization processes &
resulting product meet the requirements.
7.2 CUSTOMER RELATED PROCESS
7.2.1 IDENTIFICATION (DETERMINATION) OF CUSTOMER REQUIREMENTS RELATED

TO THE PRODUCT
FENTONS is committed to determine the customer requirements including:
a) Product requirements specified by the customer.
b) Any additional requirements determined by the organization necessary to improve
the quality of the product.
Department Heads are responsible for initiating the necessary actions in identification of
customer requirements.
7.2.2 REVIEW OF THE PRODUCT REQUIREMENTS


Section : 07
QUALITY MANUAL
DOC NO: QM/07
PRODUCT REALIZATION
Page Number: 2 of 7
FENTONS ensures that the requirements related to the service/products are reviewed. This
review is conducted prior to the commitment to supply a product to the customer such as
acceptance of orders, acceptance of changes to orders and further ensures that;
a) Product / service requirements are defined,
b) Order requirements differing from those previously expressed are resolved,
c) The organization has the ability to meet defined requirements.
All records pertaining to the results of review of orders and actions relating to the orders are
maintained by relevant process owners.
In case of a change to order, such changes recorded and correctly advised to relevant
sections to ensure that the said amendments are followed up as per customer requirements.
Orders will be executed only after the customer or the relevant project engineer on behalf of
the customer, provide the documented request.
7.2.3 CUSTOMER COMMUNICATION

FENTONS is committed to identify and implement arrangements for communications with
customer relating to;
a) Product / service information,
b) Inquiries, order handling, including amendments,
c) Customer feedback including customer complaints.
FENTONS has a special dedicated number for individual customers (+94-11-2 448 518) and
email address (info@fentons.com) for them to communicate with the company and a minimum
service standard is established to meet this requirement.
7.3 DESIGNS AND DEVELOPMENT
7.3.1 DESIGN AND DEVELOPMENT PLANNING

FENTONS is committed to identify and implement arrangements for plan and control of design
and development of customer requirements. Project engineers are responsible for
development of design the project with coordinating with senior engineers and project
consultants under the following with government regulations and customer requirements.
7.3.2 DESIGN AND DEVELOPMENT INPUTS


Section : 07
QUALITY MANUAL
DOC NO: QM/07
PRODUCT REALIZATION
Page Number: 3 of 7
Decisions to develop design of projects are taken by the management of FENTONS

considering the following factors:
- Demand from the needed community;
- Resource availability including the competent technical staff, availability of machineries
and other infrastructural needs; and
- Possibility of acceptance by the regulatory body.
7.3.3 DESIGN AND DEVELOPMENT OUTPUTS

All developed designs are submitted by the relevant project engineer with the customer
requirement to the management of the department.
7.3.4 DESIGN AND DEVELOPMENT REVIEW

All developed designs are subjected to review before submit to customer technically verified
by the competent engineers.
7.3.5 DESIGN AND DEVELOPMENT VERIFICATION

The final verification of developed designs of the projects is done by the Head of the
Department.
7.3.6 DESIGN AND DEVELOPMENT VALIDATION

All details of developed designs and other information are submitted to the approval of the
regulatory body. Without the prior approval of the regulators, no programme is implemented.
7.3.7 CONTROL OF DESIGN AND DEVELOPMENT CHANGES

Changes and improvements to the developed programmes are accommodated only after
further reviewing of FENTONS capability and re-acceptance by the regulatory body as
appropriate.


Section : 07
QUALITY MANUAL
DOC NO: QM/07
PRODUCT REALIZATION
Page Number: 4 of 7
7.4 PURCHASING
7.4.1 PURCHASING PROCESS
FENTONS involve in purchasing of material and other operational requirements which
requires for our daily operation by local and foreign suppliers.
Purchasing of material and other operational requirements are done as per requirements by
the relevant supplier. FENTONS ensures that purchased products conform to specified
purchase requirements. The controls exercised on the suppliers are based on their past
performance.
The Stores Executive evaluates and select suppliers based on their ability to supply product in
accordance with the requirements with respect to quality, quantity and delivery in addition to
past performances. All suppliers are evaluated at annually prior to selection and confirmation.
Reference
Supplier evaluation records
Approved/registered supplier lists
7.4.2 PURCHASING INFORMATION

All information related to purchasing items is provided to suppliers with sufficient notice by
way of faxes or emails and over the phone. FENTONS ensures that all purchasing
requirements, specifications etc. are adequately stated in the purchase related documents. All
purchase requirements are checked for adequacy prior to transmitting to supplier.
The purchasing information will include, where appropriate
a) Requirements for approval of products, procedures, processes, & equipment,
b) Requirements for qualification of personnel and
c) Quality Management System requirements
7.4.3 VERIFICATION OF PURCHASED PRODUCTS

FENTONS ensures the inspection or other activities necessary for verification of purchased
products to the specified purchase requirements.
All receiving materials are inspected against the defined specifications mentioned in the
Purchase Orders by the Store Keeper. If any problem is identified in terms of quality, delivery

Section : 07
QUALITY MANUAL
DOC NO: QM/07
PRODUCT REALIZATION
Page Number: 5 of 7
or quantity, then it is recorded in the Incoming Inspection Record. All supplier performances
are analysed annually and the approved supplier list is issued for the next year.
Reference;
Incoming Inspection Report
Supplier Evaluation Records
Registered Supplier Lists
7.5 PRODUCTION AND SERVICE PROVISION

7.5.1 CONTROL OF SERVICE PROVISION
FENTONS carries out its processes in controlled conditions to provide quality products to our
customers. Controlled conditions are inclusive of;
a) The availability of information that specifies the characteristics of the product
b) Work instructions, where necessary,
c) The use of suitable equipment,
d) The availability and use of monitoring and measuring devices,
e) Proper monitoring and measurement of process performance to meet the customer
requirements
f) The implementation of defined processes to release for delivery
7.5.2 VALIDATION OF PROCESSES

FENTONS has welding process in fire protection installations which are special process and
ensures the control over these processes by providing work instructions which includes,
a. Defined criteria for review and approval of the process
b. Approved of equipment & qualification of personal
c. Use of specific methods and procedures
d. Revalidation


Section : 07
QUALITY MANUAL
DOC NO: QM/07
PRODUCT REALIZATION
Page Number: 6 of 7
7.5.3 IDENTIFICATION AND TRACEABILITY

FENTONS ensures the identification, where appropriate, the products by suitable means
throughout products realization including the status of the product with respect to
measurement and monitoring requirements.
FENTONS has established and maintained a process for the identification of each product
and the level of required control. For each job there is a job number and the date for
traceability.
Also FENTONS has established a document numbering mechanism, which includes the
abbreviations of type of documents displayed and proper labelling of records, in order to trace
any record or document in quick time.
7.5.4 CUSTOMER PROPERTY

FENTONS has developed a system to identify customer property. There was method for
identify, verify, protect and safeguard of customer property by adding a tag at receiving from
the customer.
Reference
Good Return Tag
7.5.5 PRESERVATION OF PRODUCTS AND SERVICES

FENTONS ensures the preservation of product until acceptance by the customer.
Preservation includes identification, handling, storage and protection.
7.6 CONTROL OF MEASURING AND MONITORING DEVICES
FENTONS has determined the monitoring and measurement to be under taken and the
monitoring and measuring devices needed to provide evidence of conformity of product to
determined requirements. The measuring equipment are,
a) Calibrated prior to use, against measuring standards traceable to international Measuring
standards.
b) Adjusted or readjusted as necessary


Section : 07
QUALITY MANUAL
DOC NO: QM/07
PRODUCT REALIZATION
Page Number: 7 of 7
c) Identified with the sticker attached to the equipment including date calibrated, next date to
be calibrated and the signature,
d) Safeguarded from adjustments that would invalidate the measurement result,
e) Protected from damage & deterioration during handling, maintenance & storage.
Reference
Calibration plan
Calibration Record


Section : 08
QUALITY MANUAL
DOC NO: QM/08
MEASUREMENT, ANALYSIS AND IMPROVEMENT
Page Number: 1 of 4
8.0 MEASUREMENT, ANALYSIS AND IMPROVEMENT

8.1 PLANNING
FENTONS Management team carries out review meetings monthly on their targets and
corporate objectives and update the Process Monitoring Table. Management team at
FENTONS involves in this processes and respective process owner develops the plans.
8.2 MONITORING AND MEASUREMENT

8.2.1 CUSTOMER SATISFACTION
FENTONS identifies the customer satisfaction as its key indicators of success and therefore
take several actions by asking a questionnaire by the Division. Currently FENTONS handles all
the customer inquiries and complaints and directs them to relevant Department. (Refer
Procedure for Handling Customer Complaints- PM/QAP/08).
Customer surveys are analysed by the Section Heads and table at the Management Review
meeting and actions will be taken accordingly.
8.2.2 INTERNAL AUDIT

FENTONS is carrying out internal audits at planned intervals (bi-annually) to determine
whether the quality management system:
a) Conforms to the planned arrangements, to the requirements of this International
Standard and to the quality management system requirements established by
FENTONS and
b) If it is effectively implemented and maintained.
An audit programme is planned by preparing an audit plan, taking into consideration the status
and importance of the processes and areas to be audited, as well as the results of previous
audits. The audit criteria, scope, frequency and methods are defined. Auditors are selected
and conduct audits ensuring objectivity and impartiality of the audit processes.
The responsibilities and requirements for planning and conducting audits, and for reporting
results and maintaining records are defined in documented procedure for Internal Audits.


Section : 08
QUALITY MANUAL
DOC NO: QM/08
Page Number: 2 of 4
The management responsible for the area being audited has ensured that actions are taken
without undue delay to eliminate detected nonconformities using Non Conformity Reports and
their causes. Follow-up activities include the corrective actions, the effective of the actions
taken reporting the results by way of Audit Reports. (Refer Procedure for Internal Audits-
PM/QAP/03). Company also shall determine the suitability of using external party for Internal
Audits as per the requirements.
8.2.3 MEASUREMENT AND MONITORING OF PROCESSES

All processes at FENTONS are identified and setup Objectives by the Process Owner. Data
related to Objectives are gathered at the department level and analyse to measure and monitor
the process performance. If there is deviation form the company requirements and
performance criteria, corrective actions taken by the relevant Process Owners.
8.2.4 MEASUREMENT AND MONITORING OF PRODUCT

FENTONS ensures the measuring and monitoring of the characteristics of the product at
appropriate stages in accordance with the planned arrangements to verify that product
requirements have been met.
Evidence of conformity with the acceptance criteria is documented. Service delivery will not
proceed until the planned arrangements have been satisfactorily completed, unless otherwise
approved by the Department Head where applicable, by the customer.
8.3 CONTROL OF NONCONFORMITY

FENTONS deals with the nonconforming product/service by one or more of the following ways:
a) Taking action to eliminate the detected nonconformity,
b) By taking action to prevent its, nonconformity production
Records of the nature of nonconformities and any subsequent actions taken, including
concessions obtained are maintained.
When nonconforming product is corrected, it is subject to re-verification to demonstrate
conformity to the requirements. When a nonconforming product is detected after delivery or
use has started, FENTONS will take action appropriate to the effects, or potential effects, of the
nonconformity. (Refer- Procedure for Controlling Non-Conforming Product- PM/QAP/04)
8.4 ANALYSIS OF DATA


Section : 08
QUALITY MANUAL
DOC NO: QM/08
Page Number: 3 of 4
All Process Owners are committed to collect & analyse appropriate data to demonstrate the
suitability and effectiveness of the quality management system and evaluate where necessary
using the Objectives, service standards and budgets.
The analysis of data shall provide information relating to:

a) Customer satisfaction and/or dissatisfaction
(Refer Customer Complaints and Customer surveys)
b) Conformity to product specifications or requirements,
(Refer Incoming Inspection and Quality Report)
c) Characteristics and trend analysis of processes and products including opportunities for
preventive action.
d) Supplier’s performance. (Refer Supplier Evaluation records)
8.5 IMPROVEMENT
8.5.1 PLANNING FOR CONTINUAL IMPROVEMENT
FENTONS is committed to continually improve the effectiveness of the quality management
system through the use of the quality policy, objectives, audit results, analysis of data,
corrective and preventive actions and Management Review Meetings.
8.5.2 CORRECTIVE ACTION

FENTONS is committed to take corrective action to eliminate the cause of non-conformities in
order to prevent recurrence. Corrective action was appropriate to the impact of the problems
encountered as mentioned in the documented procedure. (Refer- Procedure for Corrective
Action- PM/QAP/05)
The procedure for corrective action is defined with the requirements for:
a) Identifying non conformities (including Customer complaints);
b) Determine the causes of nonconformity;
c) Evaluating the need for action to ensure that non conformities do not re-occur
d) Determining and implementing the corrective action needed;
e) Recording the results of the action taken;
f) Reviewing of the corrective action taken.


Section : 08
QUALITY MANUAL
DOC NO: QM/08
Page Number: 4 of 4
8.5.3 PREVENTIVE ACTION

FENTONS is committed to identify preventive action to eliminate the causes of potential non
conformities to prevent occurrence. Preventive action taken has appropriate to the impact of
the potential problem as mentioned in the documented procedure (Refer - Procedure for
Preventive Action- PM/QAP/06)
The documented procedure for preventive action defines requirements for;

a) Determining potential non conformities and their causes;
b) Determining and ensuring the implementation of the preventive action needed
c) Recording results of the action taken.
d) Reviewing of preventive action taken.


ANNEXURE I – PROCESS MAP
CUSTOMER
REQUIREMENTS SATISFACTION
REALIZATION PROCESS SUPPORT PROCESS MANAGEMENT SYSTEM & BUSINESS PROCESS
Marketing Continual Customer

Tendering Finance Improvements Surveys
& Visits
Business
Design the Planning Management
solution Purchasing Review
Internal Audits
Administration Corrective &
Installation Preventive
Stores Customer
Complaints Action
Document
After Sales Control
Process
Service
Planning
Quality
Training Records
Fentons Ltd QM/ANX/01

Issue Date: 01/01/2013 Page No: Page 1 of 1
Revision No: 00
Revision Date: 00/00/0000
ANNEXURE II – ORGANIZATION CHART
FENTONS LTD
STRUCTURE
Chairman
Board of Directors
Managing Director
GENERAL FINANCE INFORMATION INFORMATION SECURITY & ELECTRICAL &

COMMUNICATION COMMUNICATION SURVEILLANCE NETWORK PROJECTS
TECHNOLOGY - TECH - MARKETING SOLUTIONS
ENGINEERING
Admin & Support Admin & Support Admin & Support Admin & Support Admin & Support Admin & Support Admin & Support Admin & Support
Human Resources
Senior HRE Finance Technical Sales & Marketing Technical Technical - Projects Technical Technical
Junior HRE & Field Serv
Information Purchasing / Pre Sales Eng. Sales & Marketing Technical - Sales & Marketing
Technology Stores Maintenance
FIN, ADMIN & SUPPORT OPERATIONAL
Fentons Ltd QM/ANX/02

Issue: 00, 01/01/2013 Page No: Page 1 of 1
Revision No: 00
Revision Date: 00/00/0000

Quality Manual

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Quality Manual

Uploaded by

Copyright:

Available Formats

Fentons LTD

SECTION Ref. DESCRIPTION PAGE NO

Prepared By: DMR Approved By: MD/MR

FENTONS LTD- CONTROLLED COPY

Prepared By: DMR Approved By: MD/MR

FENTONS LTD- CONTROLLED COPY

ABBREVIATIONS AND ACRONYMS

Prepared By: DMR Approved By: MD/MR

FENTONS LTD- CONTROLLED COPY

FENTONS LTD- CONTROLLED COPY

1.2.3 Company Profile

TELEPHONE : 94-11-2 448 518

FAX : 94-11-2 448 517

WEB SITE : www.fentons.com

We are committed to go the extra distance to be a winning team

Prepared By: DMR Approved By: MD/MR

FENTONS LTD- CONTROLLED COPY

 Electronic Security and Surveillance

 Fire Systems (Detection, protection, suppression)

 24 hour Security Alarm Monitoring Services (ALARMNET)

 Structured Cabling systems (Voice, Data, Video)

 Specialized Private Network Communications Infrastructure

 UPS Systems and mission critical energy management

 Small Hydroelectric Power Plant design, supply and turnkey services

 Lighting Systems Lightning protection and Surge protection

 DECT and Wi-Fi LAN/WAN systems

 Unified Messaging Systems (UMS) and Call Centre applications

 Voice recording and IVR systems

FENTONS LTD- CONTROLLED COPY

 Digital hybrid Key Telephone Systems

 Inside and Outside Plant Telecommunication Cabling for Infrastructure Projects

 Design and implementation of unified communications (Voice, Data, Video)

 Telecommunication earthing and lightning protection systems

Security & Surveillance

 Intruder Alarm and Surveillance Systems

Fire Detection, Protection & Suppression Systems

 Specialised fire suppression systems and Alarm Systems

 Fire Hydrant Systems & Sprinkler Systems

Prepared By: DMR Approved By: MD/MR

FENTONS LTD- CONTROLLED COPY

covers the specialized fields of Electrical Engineering and Mechanical Engineering

 Member of Ceylon Chamber of Commerce

 Member of National Chamber of Sri Lanka

Principles & Suppliers

Principles & Suppliers

Prepared By: DMR Approved By: MD/MR

FENTONS LTD- CONTROLLED COPY

The Management Representative is authorized to make necessary revisions to this Manual

Prepared By: DMR Approved By: MD/MR

FENTONS LTD- CONTROLLED COPY

AMENDMENT RECORD SHEET

Serial Date Page No. Revision Nature of Amendment Authorization

Prepared By: DMR Approved By: MD/MR

FENTONS LTD- CONTROLLED COPY

2.2 DISTRIBUTION OF THE QUALITY MANUAL

Copy Holder’s Designation Controlled Copy Number

DMR Controlled Copy

MR/MD Soft Copy

Prepared By: DMR Approved By: MD/MR

FENTONS LTD- CONTROLLED COPY

3.0 TERMS AND DEFINITIONS

Document: information and its supporting medium

Record: document stating results achieved or providing evidence of activities performed

Prepared By: DMR Approved By: MD/MR