QUALITY MANUAL System

‫محدودة‬ ‫ال‬ ‫ية‬ ‫ب‬ ‫ش‬ ‫خ‬ ‫ال‬ ‫نـاعات‬ ‫ص‬ ‫وال‬ ‫اث‬ ‫ألث‬ ‫ل‬ ‫بة‬ ‫مـواك‬ ‫ال‬ ‫نع‬ ‫ص‬ ‫م‬ ‫ة‬‫ك‬‫شر‬
Al-Muwakaba Wooden Furniture & Industrial Engineering Factory Ltd
Al-Muwakaba Wooden Furniture & Industries Factory Co. Ltd, Jeddah Industrial City, Phase 5
P.O. Box 23609; Jeddah 21435, Saudi Arabia - Telephone: (0)2 6092220 - Fax: (0)2 2684850
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QUALITY MANAGEMENT SYSTEM
EXPERTXX Quality Production Manual
Prepared by: Dr Andrew G. Kimmance (Projects & Business Director)
Reviewed by: Abdul-Rahman Faisal Al Amoudi: MD
Approved by: Abdul-Rahman Faisal Al Amoudi/Dr Andrews
Issue date: 16th
September 2011
Issue No: 01

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MANUAL TITLE: QUALITY MANAGEMENT SYSTEM Doc Ref: QMS-01
DOCUMENT TITLE
Business Quality Manual
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Prepared by: Dr AGK (103) Approved by: MD (100)
QUALITY MANUAL
This manual has been created to comply with applicable requirements of the
ISO 9001:2008
International Quality Management System (QMS) Standards
Revisions
The following is the document control for revisions to this quality manual manuscript.
Version
Number
Date of
Issue
Author(s) Brief Description of Revision Change
00 10/09/2011 Dr A.G. Kimmance Review of quality management content
01 16/09/2011 Dr A.G. Kimmance Review of plant & equipment content
All copies of this Quality Manual must be kept under strict control to prevent the System from
becoming unreliable. The following Procedures will ensure that the system remains current and
valid.
I. All copies of the QUALITY MANUAL will be clearly numbered and the Holder
recorded.
II. Each page in the quality manual will carry its own number.
III. The Quality Management Representative will be responsible for all revisions and
addendums being recorded.
IV. Changes can be suggested by any EXPERTXX Employee but must receive signed
approval before being written into this Quality Manual.
V. All changes must be recorded on the above Revisions List and the appropriate pages in
each Manual changed.

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DEFEINITION OF TERMS
1) The definition of terms and descriptions used in this Quality Manual are commonly defined
within ISO 9001: 2008 Quality Management Systems.
2) Additional definitions also apply for items not covered by this documents:
 Any on-site project location, other than the Company's established premises, where
work is undertaken as part of a formal contract or agreement
3) The following are definitions of terms, abbreviations and acronyms used in this document.
Term Definition
CEO Chief Executive Officer
MD Managing Director
PBDM Projects & Business Development Manager
BDS Business Development Strategy
DCR Document Change Request
ERP Enterprise Resource Planning
HASWA Health and Safety at Works Act
HRM Human Resource Manager
GCC Gulf Cooperation Council
ISO International Organization for Standardization
OBD Out of Box Defects
QMS Quality Management System
QM Quality Manual
QC Quality Control
QA Quality Assurance
QCA Quality Controlled Audits
QMD Quality Management Department
QIS Quality Inspection Sheet
QCM Quality Control Manager
SOW Scope of Works
SM Safety Manager
TQM Total Quality Management
WBS Work Breakdown Structure
EXPERTXX Al-Muwakaba Wooden Furniture & Industrial Engineering Factories Ltd
WFP Workforce Planning
WCSP EXPERTXX Customer Satisfaction Protocol

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QUALITY MANUAL CONTENTS
SECTIONS PAGES
REVISIONS (of this manual) 2
DEFEINITION OF TERMS (mandatory) 3
PREFACE (company statement) 5
RESPONSIBLE PARTIES (company) 6
SECTION 1: COMPANY PROFILE (brief) 7
SECTION 2: SCOPE OF QUALITY MANUAL ( 9
SECTION 3: DOCUMENT REFERENCE REQUIREMENTS 11
*SECTION 4: QUALITY MANAGEMENT SYSTEM 14
*SECTION 5: MANAGEMENT RESPONSIBILITY 16
*SECTION 6: RESOURCE MANAGEMENT 29
*SECTION 7: PRODUCT REALIZATION 33
*SECTION 8: MEASUREMENT, ANALYSIS AND IMPROVEMENT 45
APPENXIX SECTION: FORMS, TEMPLATES, AUDITS 63
In effect, companies and users of this quality manual will need to address sections 1 to 8, but in
general, only sections 4 to 8 needs implementing within a QMS.
In addition to the ISO 9001:2008 standards a contracting company will need a quality policy
and Quality Manual (which may. or may not include the above documents).

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PREFACE
Quality Management at EXPERTXX Manufacturing and Engineering is an organization – wide
approach to understanding precisely what customers need and consistently delivering accurate
solutions on time, within budget, to quality standards and with the minimum loss to society.
Our Quality Management ensures the effective design of processes that clarify, and verify
customer needs, plan product life cycles, designs, construct and produce, and deliver the
project, product and service. Also, embodies measurement of all process elements, analysis of
performance, and the continual improvement of products, services, and the process that delivers
them to the customer. EXPERTXX creatively defines quality in terms of Innovation and
Control.
It is widely acknowledged that implementing a robust but practical quality management
strategy improves business, as a result will often have a positive effect on future investment,
market share, sales growth, sales margins, competitive advantage, and avoidance of litigation.
This Quality Manuel is an integral part of the Quality Management Strategy which has been
established by EXPERTXX in order to meet ISO 9001: 2008 quality management system
regulatory requirements for the commercial sale of wooden furniture products in Saudi Arabia,
GCC and International Markets. The manual will serve as a guide to the company’s quality
policies and key procedures, in addition to describing the Quality Management System for our
employees and customers, and how these policies will be implemented. This system applies to
all our furniture products we produce along with the materials that we buy from our suppliers.
As dictated by the complexity of product and process design, manufacturing techniques used,
and customer requirements, more précised written procedures may be required to implement the
quality policies and forms set forth in this manual. No changes shall be made to this quality
INNOVATION CONTROL
Management

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manual or any supplementary quality assurance, audit and control procedures unless approved
by the Managing Director, Business Development Director or an authorised Quality Manager.
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RESPONSIBLE PARTIES
EXPERTXX believes that this Quality Manual is an important document that must be managed
correctly in order to achieve the highest quality standards. All staff is allocated with authority to
perform their allocated responsibilities. The following provides a summary of the principal
responsibilities of each employee and job role. These will be clarified in greater detail within
the Operating Procedures.
I. No employee shall compromise Quality; this will not be tolerated in this Company.
II. Every employee is responsible for undertaking their duties using the best quality
standards possible.
III. Every employee has the authority to put a temporary hold on assembly processes,
sales, shipments or other business activities and request an immediate management
review if they believe a serious compromise to quality is imminent.
IV. This standard should also be applied when working with external business partners,
contractors providing products and services that affect EXPERTXX customers.
V. Employees who encounter a situation where they believe quality is being jeopardized
or compromised should escalate the matter through their management chain, to their
business director, managing director, or to the Company CEO of Sourcing, Contracts
and Quality.
VI. If you have any questions about a particular part of our quality manual or, perhaps, a
suggestion that would improve a quality procedure, system or process, please discuss it
with a person listed below.
VII. Quality Management and indeed its many systems is the livelihood of our company,
and for that reason the stakeholders, partners and senior managers of the company are
directly involved on a day-to-day basis.
VIII. We believe this brings swift decisions to Quality questions and/or issues through every
part of our organization.
IX. The person(s) listed below are responsible for the Quality Control Management.
A. Abdul Faisal Al-Amoudi: Managing Director (MD)
B. Dr Andrew Kimmance: Project Director Business Development Manager
C. Syed Bashir UI Hasan: HRM
D. Hasyim Noor: Quality Supervisor
E. Dr Andrew Kimmance: ISO Quality Control Manager (acting)

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1. COMPANY PROFILE
1.1 General Introduction
Having been at the forefront of business excellence with the remarkable success of
MIDROC Holding Group, Al-Muwakaba Wooden Furniture & Industrial Engineering
Factories Ltd, hereafter referred to as EXPERTXX, was established from the
extraordinary vision of Sheikh Mohammed Hussein Al-Amoudi – A prominent, and
legendary businessman and owner of MIDROC, who independently demonstrated that
the application of persistence, patience and vision can result in a diverse group of more
than 70 successful businesses from every major industry throughout the Middle East
with locations in MENA and Europe, providing jobs for more than 40,000 employees.
1.2 EXPERTXX at a Glance
Founded from the original furniture workshop in Jeddah over 17 years ago,
EXPERTXX specializes in the manufacturing and installation of top quality furniture
products, services and inspirational designs for a diverse clientele, including leading
contractors, retail, and trade customers throughout GCC, and into Europe. As a
prominent furniture manufacturer, the company prides itself on creating lucrative
furniture systems and stunning solutions for all types of furniture products and customer
requirements. Whether it’s designing products suitable for high rise city complexes,
such as the Sheridan or Hilton Hotel, prestige office buildings, sophisticated urban
apartment blocks, or a luxuriant suburban family home, we are confident in our ability
to provide premium designs to suit all lifestyles and budgets, and strive to develop long-
term relationships built on superior customer service, quality excellence, and fair
trade.
1.3 EXPERTXX Products & Services
Our factory produces wooden furniture products for an extensive range of environments
such as living spaces, healthcare, industrial factories, office, and education settings.
More specifically, these quality furnishings include bedrooms, living rooms, kitchens,
doors, windows, offices, classrooms, and laboratories. Each product is made with the
highest quality materials available, in accordance with international quality standards
ISO. Our team of experts ensure exceptional quality is maintained through an exquisite
combination of elegant styles and superior functionality. A brief description of the items
is as follows:
1.3.1 Doors & Windows
Amongst the most popular items in the EXPERTXX collection are the internal
hardwood doors and Windows. Customers can choose from an excellent selection of
flush doors, decorative, semi-solid and solid hardwood doors, windows, openings and

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window frames. All doors and window sets are manufactured at the factory, in
accordance to exceptional quality control and assurance standards.
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1.3.2 Bed Rooms
Perfect for a sanctuary from busy life, EXPERTXX bedroom furniture incorporates all
the modern features of the most popular components; including beds, wardrobes, chest
of drawers, tallboys and dressing tables with mirrors. Each style, veneer and colour
passes through the same quality control manufacturing process, using expert designs and
state-of-the-art technology, all integrated together so as to provide our customer with
exceptional quality products at the highest possible standards.
1.3.3 Living Rooms
Purposely designed for use in hotels, hospitals or homes, EXPERTXX living room
furniture products have an assured modern elegance. Available in a wide variety of
colours and veneer finishes, each piece is made to last, built from the finest raw
materials with the highest quality finishes and fabrics. Superior comfort is always
assured and at the forefront with EXPERTXX.
1.3.4 Kitchens
The importance of functionality is no more apparent than in the kitchen. EXPERTXX
creative designers have developed space-saving combinations of kitchen components
that ensure that each kitchen is a dream comes true. EXPERTXX exquisite designs will
be enjoyed for years to come, as the quality of our kitchen products continue to endure.
1.3.5 Offices
With employees spending more time at work than in any other environment, it is
extremely important that office furniture is functional and comforting. EXPERTXX
office furniture offers both, and in a variety of sizes, finishes, and configurations. Office
workers who are provided with confortable office furniture will be assured of a pleasant
working atmosphere where they can achieve maximum productivity with effortless
efficiency.
1.3.6 School Furniture
There and not many activities that compare to the importance of education in the
greatness of a society. EXPERTXX is proud to satisfy the demands of the education
sector in Saudi Arabia and its surrounding GCC regions. Each of the various styles and
sizes of school furniture have been designed according to specifications of the highest
governing education authorities, ensuring their practical application in primary,
intermediate, secondary, and higher education classroom settings.

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With exceptional quality standards, EXPERTXX’s furniture also provides students of
all ages with the equipment needed to study in a safe, comfortable learning environment
whether they are in schools, colleges or laboratories.
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1.4 Planning for Fabrication
1.4.1 EXPERTXX has the capacity to provide a complete value added fabrication planning
operation to meet all of its customers’ needs. Our philosophy is based on competent
trained staff, supported by a dedicated Quality Management Department, all of whom
are fully committed to the complete supply chain for providing Customer Satisfaction.
1.4.2 Assurance of the quality and performance of the products starts in the factory when the
raw materials are delivered; components are fabricated, assembled, packaged and finally
distributed. To achieve this goal, we take many actions and make many decisions that
characterize our company, reassuring us that it stands out from all of our competitors.
1.4.3 The careful procurement of materials, precision cabinet-making techniques and
continuously improving our quality control and assurance procedures, all performed on
carefully selected materials; using innovative technology is only the first step toward
achieving total quality management.
1.5 Complete Fabrication Process
1.5.1 From the mundane to the complex, EXPERTXX technicians are fully trained to cope
with our customers’ comprehensive requirement needs, from the cutting, wrapping,
drilling, smoothing, sanding, and assembly of finishing parts, and packaging; we are
able to offer our customers a complete manufacturing service for turning their ideas in to
the finished product.
1.5.2 All the assembly processes provided by the Company are rigorously inspected. The
continuous ability to supply these products to our customers is a testimony to the quality
of the customer service, and is the foundation of our Company’s philosophy.
2. SCOPE OF QUALITY MANUAL
2.1 Purpose
This document presents the eight quality management principles on which the quality
management systems international standards of ISO 9000: 2005; ISO 9001: 2008 and
ISO 9004:2009 series are based. These principles shall be used by senior management as
a framework to guide our Company towards improved performance.
2.1.1 These principles are derived from the collective experience and knowledge of the
international experts who participate in ISO Technical Committee ISO/TC 176, Quality
Management and Quality Control and Assurance, which is responsible for developing
and maintaining the ISO 9000 standards.

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2.1.2 This document provides examples of the benefits derived from their use and of actions
that our managers should typically take in applying the principles to enhance our ability
to continuously improve our organizations’ performance.
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2.1.3 This Quality Manual supports our operations by identifying what quality control tasks
are needed, scheduling and controlling the tasks required, ensuring that all contractual
Quality Standards and Inspections are met, and documenting what is required to
consistently achieve Quality excellence.
2.2 Quality System Application
2.2.1 EXPERTXX is totally committed to the operation of an independently verified Quality
System as evidence of the excellence of the service provided to our customers. An
essential requirement of the continuing maintenance and development of the Company’s
objectives is the implementation of our Quality Management System (QMS) that
complies with all applicable requirements contained in ISO 9001:2008, covers the
design and provision of all company products, and encompasses all operations at our
factory located at Jeddah Industrial City, Phase 5 P.O. Box 23609; Jeddah 21435, Saudi
Arabia - KSA.
2.2.2 All aspects of EXPERTXX operations reflect the company’s commitment to total
quality, this includes quality in manufacturing by offering first-class competitive
products, quality in ethics by honouring commitments, and quality in customer service
by taking time to understand and respond to the needs and desires of past, present and
future customers.
2.2.3 The quality manual is intended to be used as a live working document that describes, as
a minimum, the quality management system to be deployed at EXPERTXX. This
manual supports the company vision, which is:
2.2.4 To establish EXPERTXX as the leading furniture manufacturer in the GCC, with the
goal of “providing elegantly styled, high quality value for money wooden furniture
products, supplied and installed, using innovated state-of-the-art precision
manufacturing, whilst delivering exceptional customer service.”
2.2.5 Above all else, our products are a portrait of our company and the people who
endeavour to produce it. Our QC/QA procedure is our expression of who we strive to
be. This quality manual is not an item or event.
2.2.6 This manual is and always will be a work in progress, to be improved with every
lesson we learn, with every unique requirement our customer has, with every
opportunity we have to distinguish ourselves with our quality workmanship.
2.3 General Requirements

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2.3.1 EXPERTXX has established and maintains a quality management system, and will
continuously monitor and improve the effectiveness of the QMS in accordance to ISO
9001: 2008 standards.
2.3.2 This system establishes company-wide quality controls that minimize the possibility of
compromises, which could affect reliability and product quality.
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2.3.3 This manual will serve as a guide to the company’s quality policies and key procedures,
as well as to describe how these policies will be implemented.
2.3.4 These procedures and work instructions are directive documents which define specific
actions and assign responsibility for these actions as to who, where, when, what, and
how each procedure is to be performed.
2.3.5 Compliance with the Quality Manual and the associated quality control/assurance
procedures and work instructions is mandatory for all associates, as well as having
access to any QMS documents that apply to their function.
2.3.6 Personnel performing work affecting conformity to product requirements will be
competent on the basis of appropriate education, training, skills and experience.
2.3.7 Evidence of this competency is maintained in personnel files and documented with
training attendance records.
2.3.8 The Quality Manager (and the departmental team of controllers and inspectors), under
the managing director MD umbrella, has been appointed as the Total Management
Representative and has been delegated the responsibility and authority for assuring full
implementation of the complete quality management system, including control of the
Quality Manual and the assurance of procedures and work instructions.
2.3.9 The Management Representative has the freedom and unrestricted access to top
management to resolve quality issues.
2.3.10 Identify all process needs for the QMS and their applications throughout the standards.
2.3.11 Determine the interactions and sequences of the processes.
2.3.12 Determine the criteria and methods needed to ensure that both the operations and
control of these processes are effective.
2.3.13 Ensure the availability of resources and information necessary to support the operation
and monitoring of the processes, and to monitor, measure and analysis these processes.
2.3.14 Implement innovative actions necessary to achieve planned results and continuous
improvement of these processes, in accordance to ISO standards.
3. REFERENCE DOCUMENTATION REQUIREMENTS

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3.1 Our QMS is used to define the quality techniques and standards to be applied, and the
various responsibilities for achieving the required quality levels, before, during and after
all customer projects. The following external documents contain provisions which,
through reference in this manual, constitute provisions of our QMS in accordance with
ISO 9001: 2008 Requirements. The documentation includes:
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3.1.1 Documented statements of the QMS policy and quality objectives in accordance to ISO
9000: 2005 Fundamentals and Vocabulary.
3.1.2 Managing for the sustained success of our company – A quality management approach
ISO 9004:2009 Changes.
3.1.3 Documents and forms needed by EXPERTXX to ensure the effective planning,
operation, and control of its processes.
3.1.4 Records required by ISO 9001: 2008 Document Controls.
3.1.5 Written inspection and test procedures will be prepared to supplement drawings and
other specifications, as required by ISO 9001: 2008 Documented Procedures.
3.1.6 This Quality Manual. The company established and maintains this manual, which
includes the following documentation:
3.1.6.1 Scope of the QMS and justification of any exclusion.
3.1.6.2 The document procedures established for the QMS and/or reference to them.
4 QUALITY MANAGEMENT SYSTEM
4.1 General Requirements
Our QMS is the central part of our overall management system at EXPERTXX, which
establishes documents and implements our quality policy, and related processes for
providing products and services that meet or exceed customer requirements, and
satisfies QMS requirements of ISO 9001:2008 standards. Wherever possible, Quality
Controls have been integrated into existing systems (environment, health and safety) and
cross-referenced for ease of interpretation.
4.1.1 EXPERTXX have adopted the process system approach advocated by ISO 9000: 2005,
by defining and managing:
4.1.1.1 Process inputs, controls, and outputs to ensure desired results are achieved,
identifying the processes needed for the quality system and their application
throughout the organization.
4.1.1.2 Determines the sequence and interaction of these processes, and interfaces
between interrelated processes to ensure system effectiveness is achieved.

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4.1.1.3 Determines criteria and methods required ensuring that control, operation and
management of these processes are effective, ensuring the availability of
resources and information essential to support operation and monitoring of
these processes.
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4.1.1.4 Monitors, measures, and analyses these processes, and implements actions
necessary to achieve planned results and continuous improvement.
4.1.1.5 Implements actions required to achieve planned results and continual
improvement of these processes.
4.1.2 Manufacturing Partners Inc. continually maintains and improves these processes in
accordance with requirements of ISO 9001:2000, Quality Systems – Requirement.
4.1.3 Manufacturing Partners Inc. shall ensure that any sub-contracted process that affects
product conformity shall be effectively controlled. Control of such subcontracted
processes shall be identified within the Quality Management System.
4.1.4 Our ‘core’ business processes are what we call ‘Customer Oriented Processes’, which
are in place to meet the specific needs of our external customers, and directly relate to
requirements contained in Clause 7 of ISO 9001:2008, Product Realization Processes.
4.1.5 EXPERTXX are also in the process of developing appropriate ‘Support Oriented
Processes’, to help implement the above process in the most effective and efficient way
possible.
4.1.6 Specific responsibilities for and the sequence and interaction of our key QMS processes
are detailed in the Operating Procedures (Section 4.2.1.), many of which contain or
reference deployment flow charts depicting the process or procedure.
4.1.7 We also recognize the significant role that subcontractors play in achieving desired
results and acknowledge that we must ensure proper control over outsourced QMS
processes.
4.2 Documented Requirements
4.2.1 General
This manual contains documented statements of our quality policy and quality
objectives, and references documented procedures required by ISO 9001:2008 and other
documents needed to ensure effective planning, operation and control of our key QMS
processes.
The Quality System applies to all activities of the Company, and has been developed in
accordance with ISO 9001. The QMS is fully documented and is essentially structured
using 3 tier levels, as summarised below:

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4.2.1.1 Level 1 : Quality Manual
This document details our corporate quality policy, quality objectives and
structure of Company, and references appropriate Operating Procedures.
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4.2.1.2 Level 2 : Operating Procedures
This document describes the actual assembly process, and controls applied to
all activities concerned with the attainment of quality assured manufacturing
and contracting service. It details procedures required by applicable standards
and regulations, and the documents needed to ensure the effective operation
and management of the processes (i.e. where applicable, quality plans,
engineering masters, schedules, work instructions, samples, drawings, photos,
work study methods - measurements). Records required by the ISO 9001: 2008
standards and any other applicable standards and requirements; and any quality
system requirements imposed by the applicable regulatory authorities. A list of
Operating Procedures is given in the Index Section of this Quality Manual.
4.2.1.3 Level 3 : Quality Planning
As the Company operates a customary type and range of services with respect
to furniture products; customer satisfaction and quality are achieved by
operation in accordance with the documented quality system. Specific customer
requirements are identified and documented during the contract tender review
process, allowing these requirements to be communicated and attained,
ensuring satisfaction of all customers declared needs.
4.2.2 Quality Manual
The Quality Manual is the principal document that defines the Quality System at
EXPERTXX. This includes the scope of the QMS, the details of, and justification for,
any exclusion.
 Documented procedures, references to documented procedures and external
documents not included in the Quality Manual. The relationship between the
requirements of the relevant International Standard and the documented
procedures shall be clearly shown.
 A description of the sequence and interaction of the processes included in the
Quality System.
4.3 Control of Documents
4.3.1 In order to comply with ISO - 9001 Quality Management Standards 2008, a robust but
simple document control system lies continually at the centre of EXPERTXX’s
conforming quality management system, and almost every aspect of auditing and
compliance verification is determined through the inspection of documented evidence.

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Consequently, it becomes apparent that the on-going training and maintenance of an
efficient document management system must NOT be overlooked. Accordingly, a
training programme, document control and record control procedure, and internal
document control audit have been integrated into the quality management system, and
implemented to comply with ISO 9001: 2008 – Clause (4.2.3 and 4.2.4).
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4.3.2 In order to comply with the document control requirements listed in clause (4.2.3), it is
essential that all associated EXPERTXX personnel are trained to understand what type
of documents will be controlled and how this control will be exercised. Consequently, a
training programme and a document control procedure has been inaugurated, so as to
communicate the steps necessary to ensure that personnel and other users of company
documentation understand what they must do in order to manage that information
effectively and efficiently. The document control procedure has been implemented to
define the control needed to understand and record the following key elements:
4.3.2.1 How the company trains its employing so as to understand the good-practice
records management procedures, based on ISO 9001 standards and applicable
in day-to-day manufacturing, construction and engineering activities.
4.3.2.2 How documents are approved prior to implementation, through the use of
quality control procedures, flow-charts, process models/maps, etc., signed off
and collated in files, and stored in the company E-filing computer network
system.
4.3.2.3 How documents are updated and/or amended through the ERP computer
system, and manual filing procedures.
4.3.2.4 How changes are identified, in accordance with the company change
management plan.
4.3.2.5 How to ensure that documents are available where they are needed, in
accordance with the company issue management and risk management plan.
4.3.2.6 How external and internal documents are communicated, in accordance with
the company communication process and document control plan.
4.3.2.7 How the company prevents the inadvertent use of obsolete documents, in
EXPERTXX has prepared and maintains a controlled Quality Manual that
defines the scope of its activities supported by documented procedures and how
the procedures operate.
4.3.2.8 THE COMPANY will coordinate document changes with customers and any
regulatory authorities as required by contract or other requirements. Records
shall be available for review by customers and regulatory authorities in
accordance with contract or regulatory requirements.
4.4 Control of Records

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4.4.1 EXPERTXX produce a large amount of creative designs and quality furniture products
for a diverse range of clientele. This information is considered an important
administrative asset that provides the primary route for evidence based verification and
traceability, and is able to demonstrate complete compliance with customer
requirements.
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4.4.2 As a consequence, EXPERTXX IS IN THE PROCESS of implementing an automated
documented procedure with the persistence of defining the controls needed for the
identification, storage, protection, retrieval, retention and disposition of records, and
will remain legible and identifiable throughout their 3 year retention period.
4.4.3 Delivery of these records to all clients/customers and contractors, is as a rule, a
contractual and legal requirement, therefore assurance records become a fundamental
point of reference when determining compliance with the intended design, as well as
helping to satisfy the requirements prescribed by building control authorities and the
health and safety executive. These records are often confidential and demonstrative of a
client’s and/or contractor’s duty of care and that the end product is fit for purpose.
4.5 Document Control Process
4.5.1 EXPERTXX has established an electronic Document Control Process that will be used
to ensure all project correspondence is documented in a précised format, archived, and
made available to be retrieved at a future point in time.
4.5.2 All corresponding project information is to be collated by the document controller, and
company departments under the administrative management umbrella, and will utilise
an E-Filing System to ensure all records is collected, managed and stored in a single
location. Each article of information (i.e. MOM, e-mail, letter, drawings, plans,
schedules, CD’s, specifications, project scope, register, etc.) shall be assigned a unique
document identification code/number.
5. MANAGEMENT RESPONSIBILITIES
5.1 Management Responsibilities & Roles
5.1.1 It is the responsibility of all departmental managers to train their team in promoting
good document and record management practices in their area, whilst supporting overall
compliance to the document control procedure.
5.1.2 Individuals and their line managers shall be responsible for the documents and records
that they create, as well as being responsible for their retention and disposal in line with
legislative requirements and organisational procedures and practices.
5.1.3 All design and technical leads will submit their deliverables and other correspondence
using the document control transmittal sheet, illustrated in the Appendix. The document
and associated information shall then be stored creating a comprehensive record of all

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information related to that specific project. This will be instantly retrievable for
reference to any personnel who have access to the integrated document control system.
5.1.4 The table below shall be used to define roles and responsibilities for quality
management activities, including those with quality responsibilities from operation to
corporate management.
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Report Responsibilities
Corporate Strategic Manager
Administration Manager
Marketing Manager
Sales Manager
Procurement Manager
Purchase Administrator
Programme Management
Project Board
Executive MD
Senior User
Quality Manager
Project Assurance/Control
Business Assurance
User Assurance
Supplier Assurance
Project Manager
Operations Manager
Plant Manager
Maintenance Manager
Store Manager
Technical Manager
Design Manager
Team Manager(s)
Project Support
Change Authority
Others (health & safety
advisor)
5.2 Customer Focus preserves
Customers shall determine the expectations, standards, and requirements that
EXPERTXX will strive to understand, meet and exceed these requirements with the

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total commitment in maximising the highest possible quality. Our quality management
strategy articulates our commitment to our customers:
“We as an emerging enterprise will strive to achieve customer
satisfaction by continually improving our processes, products and
services to ensure they consistently meet or exceed customer
expectations”
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5.2.1 Definition of Customers Include:
5.2.1.1 External customers are product end users (e.g., clients, construction companies,
contractors, wholesalers, suppliers, governmental authorities).
5.2.1.2 Internal customers are people in the organisation and/or partners.
5.2.1.3 The public that can benefit or be affected by our products and services.
5.2.2 Expectations Include:
5.2.2.1 Product safety
5.2.2.2 Project liability
5.2.2.3 Availability
5.2.2.4 Delivery
5.2.2.5 Packaging, distribution, and installation
5.2.2.6 Conformity
5.2.3 Standards Include:
5.2.3.1 Customer established written requirements (SOW, schedules, drawings, plans
and specifications).
5.2.3.2 Government specification and/or local authority regulations.
5.2.3.3 Local authority and/or regularity regulations.
5.2.4 Requirements Include:
5.2.4.1 Principal product characteristics
5.2.4.2 Internal product and process specifications
5.2.4.3 Internal process procedures

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5.2.4.4 Purchase material specifications
5.2.4.5 Principal supplier selection
5.3 Quality Policy & Objectives
It is the POLICY of EXPERTXX to achieve sustained, profitable growth by providing
quality services which consistently satisfy the needs and expectations of our customers.
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This level of quality is achieved through adopting an ISO 9001: 2008 system of
standards and procedures that reflect the competence of the Company to existing
customers, potential customers, and independent auditing authorities. We will achieve
customer satisfaction by continually improving the following areas:
5.3.1 The degree to which our products and services meet customer requirements.
5.3.2 The effectiveness of our processes with focus on continuously improving the results.
5.3.3 The perceptions of our customers as to how well their requirements have been met, so as
to ensure they consistently meet or exceed our customer requirements.
5.4 Continual Improvement
Continuously improving the way processes are controlled, inspected or audited is not
some special form of procedure, it is the total commitment of all operatives to
continually improve the way that processes, procedures and/or techniques interact
directly with individual customers to guarantee attention to their unique needs and
expectations is established and maintained; by way of customer audits, customer visits,
exhibition and trade shows, and joint planning sessions.
5.4.1 To achieve this, EXPERTXX has established a Customer Service Management Centre
and interactive web site @ www.EXPERTXX.com so as to provide customers with
quick access to a variety of information and points of contact within our organization. A
selection of other information can also be viewed through our on-line product
catalogues, 3D presentations, and multiple database search engine links.
5.4.2 The customer focused communications and interactions will yield clear, explicit
customer requirements and expectations in the form of contractual agreement and/or
customer order enquiry forms; the Marketing Manager and Sales Manager, under the
umbrella of the Business Development Manager, have overall responsibility for
ensuring that specified and unspecified requirements are determined, understood, and
converted into requirements, in accordance to the document control system procedures.
5.4.3 Other areas which are continuously reviewed include, training programmes and
continuous professional development. This ensures that our quality policy is
communicated and understood at all levels of the organization through documented training,
regular communication, and reinforcement during employee performance and audit reviews.

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5.4.4 The rationale behind these training, toolbox talks, workshops, and group interaction
meetings are intend to communicate the following benefits:
5.4.4.1 Develops the skills for identifying origins of problems, and the methods/tools
(such as simple charts, graphs, activity schedules) to be able to improve
systematically.
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5.4.4.2 Generate input and output planning needs to facilitate the attitude that
improvement is always possible.
5.4.4.3 Generates healthy thought patterns, so as to always know what necessities need
to be improved next, and how you will measure the improvement.
5.4.5 EXPERTXX will earn customer loyalty by providing products, services, and
interactions of the highest quality and best value. To achieve this we will:
5.4.5.1 Ensure that all of our products comply with applicable safety and regulatory
requirements.
5.4.5.2 Ensure our products meet or exceed their published schedule of specifications.
5.4.5.3 Maintain and continually improve the effectiveness of our product and service
business management systems to conform at a minimum to ISO 9001: 2008
Quality Management Standard, or more stringent or legally required standards
as dictated by specific markets.
5.4.5.4 Continually monitor and improve our customers’ total experience.
5.4.5.5 Establish quality requirements for suppliers, partners, and contractors and hold
them accountable to comply.
5.4.5.6 Treat customers in accordance with the Company Standards of Business
Conduct and Privacy Policies.
5.5 Management Commitment
This policy is provided and explained to each employee by the Managing Director. Top
(executive) Management provides evidence of its commitment to the development,
implementation and improvement of our QMS in very tangible way.
5.5.1 The Company’s Quality Policy is established by the executive management and
provides a framework for implementing, and reviewing quality and customer
satisfaction objectives. However, it is the responsibility of the Quality Management to
review and check for continuing suitability, adequacy and effectiveness every THREE
MONTHS or in accordance with the specified ISO audit periods, and update if required.

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5.5.2 Our quality policy statement (Section 4.1) documents and communicates the importance
of meeting or exceeding all applicable requirements (including customer, regulatory and
legal requirements) through continual improvement of our processes, products, and
services.
5.5.3 All Company Managers are responsible for conformance with the Company Quality
Policy and for proposing policy changes consistent with their needs for continuously
improving Quality.
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5.5.4 All managers will demonstrate their commitment to the development and improvement
of the QMS through the provision of necessary resources, through their involvement in
the internal audit process, and through their proactive involvement in our continual
improvement activities; where emphasis will be placed on improving both effectiveness
and efficiency of our primary QMS processes.
5.6 Policy Objectives
In order to produce the finest custom-made products in the region through carefully-
selected styles and applications, EXPERTXX strives to produce top quality customized
products for clients throughout the GCC. Starting with the careful procurement of
materials and precise cabinet-making techniques, EXPERTXX applies cutting edge
technology with expertly trained staff, producing attractive and durable wooden
furniture products.
5.6.1 To achieve and maintain the required level of control and assurance the Managing
Director retains responsibility for the Quality System with routine operation controlled
by the Quality Manager.
5.6.2 The system objectives are as follows:
5.6.2.1 To maintain an effective Quality Assurance System complying with
International Standard ISO9001 (Quality Systems).
5.6.2.2 To blend emerging technology with European – Italian creativity in order to
achieve maximum productivity.
5.6.2.3 To incorporate the best-quality materials to ensure product quality and
durability.
5.6.2.4 To ensure compliance with relevant statutory and safety requirements.
5.6.2.5 To recruit the most talented and skilled individuals in order to optimize results.
5.6.2.6 To support sales and marketing development initiatives that promotes
competition.
5.6.2.7 To maintain optimal ethical standards in all quality affairs.

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5.6.2.8 To treasure our relationships with both our customers and partners by achieving
and maintaining a level of quality this enhances the Company’s reputation with
customers.
5.6.2.9 Continuously attempt to maximize customer satisfaction with the services
provided by EXPERTXX.
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5.7 Quality Objectives
EXPERTXX have dedicated two teams exclusively to Quality, under the guidance of the
Quality Manager. A brief description of the quality procedure is detailed below. Any
variance from corporate or programme quality management standards will be identified
and recorded in the appropriate tables and forms, together with a justification for the
variance and resolution. The quality system addresses, but is not limited to the following
activities:
a) Company approach to Quality Assurance
b) Company approach to Quality Control
c) Company approach to Quality Planning
d) Quality Standards
e) Responsibilities
f) Compliance audits and management reviews
g) Templates and forms to be employed (e.g., Audits, Checklists. Product
Description(s), Quality Plan and Register)
h) Definitions of types of quality methods (e.g. inspection, checklist, pilot)
i) Statistical tools or metrics to be employed in support of the Quality
Control/Assurance System
5.7.1 The Quality Assurance (QA) Team, under the guidance of the Quality Manager,
supports all manufacturing and operating processes in the development of quality
systems and conducts periodic audits to assure that those systems are implemented
faithfully and effectively ISO 9001. The Quality Assurance has the responsibility to:
 Identify and evaluate quality-related issues.
 Recommend solutions to quality problems and verify that any problems
have been resolved (corrective actions).

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 Initiate action to prevent the occurrence of quality problems
(preventive actions).
 Control non-conforming products until corrective action has been taken.
 Set quality goals and objectives for Company and develop plans to meet
those goals and objectives.
 Report to Senior Management on all quality related issues.
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5.7.1.1 The Quality Assurance Team consists of a team leader and two quality
inspectors, who are responsible for the quality systems, but implementation of
these systems and quality in general is the responsibility of each departmental
managers, supervisor and employees, under the watchful eye of the MD.
5.7.2 The Quality Control (QC) Team are responsible for the complete material supply-
chain. They inspect and test products at all stages of the manufacturing process, from
raw materials to finished goods, packaging and delivery. The Quality Control Manager
has responsibility for product release against predetermined specifications.
5.7.2.1 Due to the diverse and highly technical nature of our products and machinery,
QC functions are distributed throughout the Company to ensure that testing,
gauging and inspections are done expertly, with full training continuously
employed.
5.7.2.2 The Quality Control team consists of a team leader and three quality inspectors,
all reporting to the Quality Manager, who is responsible for all aspects of
quality within the factory facilities. The quality control system includes:
a) Receiving
b) Identifying, stocking and issuing parts and material
c) All manufacturing processes
d) Packaging, wrapping and storage
e) Distribution and delivery of furniture products
5.7.2.3 The quality system is designed to safeguard customer satisfaction through
quality control of:
 Products made and services performed here, and
 Materials and services provided by our partners, suppliers and
contractors (vendors) at their facilities.
5.7.2.4 The quality control system will spot problems early on in the assembly process,
so we can correct them before faulty products are produced in great quantity.

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5.7.2.5 Written inspection and test procedures will be prepared to supplement drawings
and other specifications, as necessary.
5.7.2.6 The charts below describe the organizational and functional structure of the
Company. While the structure and organization of the Quality function varies
between the two quality divisions of our Systems, their goals are similar in
nature.
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5.7.3 The table below is part of the many tools, templates and forms used to identify the
quality-related responsibilities of the project teams, and lists specific task-related quality
responsibilities, including responsibility for specific acceptance tests and project audits.
Quality Team Role QA Responsibilities QC Responsibilities
5.7.4 Management Review & Quality Audits
Three month periodic audits and reviews assure adherence to our quality systems in
accordance to ISO 9001:2008 standards. Internal Quality System audits are performed
by the Quality Assurance/Control staff and by other trained personnel under the
guidance of the Quality Manager (section 4.6.2.6). Results of audits are reported to
senior management, the Managing Director and CEO. It is the responsibility of quality
Quality Control
Supervisor
Quality
Inspector
Quality
Inspector
Quality
Inspector
Quality
Inspector
Quality Assurance
Supervisor
ISO Representative
Quality Supervisor
Quality Manager

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management to develop corrective actions, correct deficiencies and to record evidence
of correction. Management review of the suitability and effectiveness of the Quality
System will take place at least twice per year. During the management meetings actions
are allocated and minute are taken, in order to record the development of the Company's
management system.
5.7.4.1 Vendor audits and reviews are performed by Quality Assurance/Control staff
on a needed basis.
5.7.4.2 Other Quality System effectiveness checks are made by department managers
and senior management, through periodic review of product complaints, non-
conforming material tracking/trending and material review board meeting
minutes.
5.7.4.3 To ensure that the Quality System is effective and relevant, it shall be reviewed
annually by the Senior Management Team, the Managing Director and Quality
Manager, the Regulatory Affairs Specialist and other managers, as appropriate.
5.7.4.4 The agenda for the meeting will be written by Quality Assurance based upon
audit results and other outstanding issues related to Quality Systems and
product quality.
5.7.4.5 Minutes from the meetings shall be distributed to those present at the meeting
as well as any designated attendees that are absent from the meeting.
5.7.4.6 A copy of the agenda and meeting minutes will be maintained on file in Quality
Assurance and also filed in the document control system.
5.7.4.7 The objectives of management reviews are as follows:
a) To establish that the Quality (Management) System is achieving the
expected results and meeting the Company's requirements, continuing to
conform to the Standard, continuing to satisfy the customer’s needs and
expectations, and functioning in accordance with the established Operating
Procedures.
b) To expose irregularities or defects in the System, identify weaknesses and
evaluate possible improvements.
c) To review the effectiveness of previous corrective actions, and to review
the adequacy and suitability of the management system for current and
future operations of the Company.
d) To review any complaints received, identify the cause and recommend
corrective action if required.
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e) To review the finding of internal/ external audits and identify any areas of
recurring problems or potential improvements.
f) To review the reports of nonconforming items and trend information to
identify possible improvements.
5.7.4.8 Internal audits of the Quality System are undertaken at least once per annum to
confirm that the function concerned is adhering to the Company’s Procedures.
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5.7.4.9 A comprehensive Audit Programme shall be compiled in advance however,
should particular needs be identified, and the frequency of audit may be
increased at the discretion of the Quality Manager.
5.7.4.10 Audits are undertaken by auditors who are trained in auditing and not directly
responsible for the functions being audited within that Company. Non-
conformance observed is brought to the attention of the person responsible, and
is recorded, documented and subject to timely corrective action to ensure full
rectification.
5.7.5 A simplistic method for recorded project audits is illustrated below. The table is used to
identify quality audits, reviews that will be performed, the planned schedule, and how
the results of these audits and reviews will be quantified - factored into project planning
and implementation, as displayed below.
Quality Audit Review
(projects)
Planned
Date
Quality Review
Auditor
Comments
5.8 Responsibilities
5.8.1 The Quality Manager and his team of inspectors will reports directly to the managing
director or Business Development Manager, and ensure that all systems are in
accordance to ISO 9001: 2008 standards.
5.8.2 The quality management representative shall oversee the instructions, scheduling and
guidance in accordance with the IOS 9001: 2008 and company policy standards.

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5.8.3 The quality management representative is responsible for reporting quality related issues
and trends affecting customer performance, as well as internal quality affairs to the MD
and BDM, in accordance with the ISO 9001: 2008 standards.
5.8.4 The Quality Manager will ensure that the processes needed for the quality management
system are established, implemented, and maintained. Making sure inspectors make
unbiased decisions to accept or reject items.
5.8.5 Records of the management reviews shall be maintained in the computer database
document control system.
QUALITY CONTROL INSPECTION REPORT
Project Ref: Project Name: Date:
Prepared by: Dr Andrew Kimmance Contractor: Sheet No:
ID Quality Control Activity Check List (factory and site conditions) Yes No
1 Correct structure (make-up) of timber door and frame (check scope of works or specifications)
2 Correct measurements of door (see specifications on shop plan)
3 Correct measurements of frame (see specifications on shop plan)
4 Correct veneer (see specifications on shop plan)
5 Correct colour coating (see specifications on shop plan)
6 Correct fire rating - 1 or 2 hour (see specifications on shop plan)
7 Correct fire or acoustic strip (see specifications on shop drawing plan)
8 Correct hardware (handle, hinge, screws)
9 Correct hinge recess (3) and positions flush with (door and frame)
10 Drill correct hinge (3) positions on door (4 holes) check hinge fits
11 Drill correct hinge (3) positions on frame (4 holes) check hinge fits
12 Fix correct hinge screws (12) straight (2 No
on each hinge for support only)
13 Factory Check: Correct head or top clearance (3mm as guidance)
14 Factory check: Correct side clearance (3mm as guidance see specifications)
15 Factory Check: Correct bottom clearance (5 mm max as guidance)
16 Is the finished door of good quality, if not inform manager
17 Door closure is hung straight with the correct clearance all around
18 Has the complete system been checked upright in factory (fit for purpose)
19 Correct ironmongery for the door system/set
20 Correct packaging, labels and stored on a level surface upright or correctly
21 Full product information file (drawings, specifications, materials, process)
22 Correct door system/set for the right Project (check tag on items)
23 Are doors loaded correctly/safely in delivery trucks protected & not damaged
Quality Inspection Check has been undertaken satisfactory in factory
23 Have you reported to the site office (signed in)
24 Has door system been checked or inspected before installation (any defects)
25 Are the walls satisfactory for installation of door frame
26 Is the site door opening correct size (check on drawing plan or schedule)
27 Is the installation location and area clean from debris
28 Door system is installed straight with the correct clearance all around

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29 Is all the hardware correct and working in accordance with specifications
30 Has the site manager inspected the door (any remedial comments if any)
31 Have you taken a picture of the finished item
32 Have you thanked the site manager and asked for a written receipt
Has Quality Check been undertaken satisfactory on-site:
Remedial Action: Passed:
Name of Inspector/Auditor: Date of Inspection/Audit:
Contractor Ref: Signature:
Managers Name: Position:
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5.8.6 The Quality Control/Assurance team responsibilities include the following:
5.8.6.1 Planning how to meet customers’ quality and tolerance requirements.
5.8.6.2 Reviewing customer drawings and specifications.
5.8.6.3 Determining inspection points.
5.8.6.4 Writing inspection and test instruction.
5.8.6.5 Establishing (and making sure employees follow) the most effective and
efficient quality control/assurance procedures possible.
5.8.6.6 Keeping adequate quality control/assurance records.
5.8.6.7 Reviewing quality control/assurance records and overseeing follow-up for
correction and prevention of defects, assuring that our supplier’s quality control
and follow-up meets our standards.
5.8.6.8 Inspecting all special and standard gauges, test equipment and tooling used to
manufacture products when we acquire them and calibrating them on a
regularly scheduled basis.
5.8.6.9 Coordinating in-plant correction of items rejected by customers, explaining to
customers what resolution action will be taken and evaluating the actions for
effectiveness. The table below is one of several forms/templates used to list
quality-related issues and resolutions resulting from quality audits and reviews.
Quality
Review Date
Activity Reviewed Issue Resolution

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5.9 Quality Planning & Review
5.9.1 Our overall quality goal is to achieve our quality policy, and maintain the integrity and
continually improve the QMS, in accordance with ISO 9001:2008. Additionally, we
establish both corporate level and operational level improvement objectives that are
measurable and achievable within a defined time period. Corporate level improvement
objectives, derived from our Business Development Strategy (BDS) and customer
goals/targets when appropriate, are documented on a Continual Improvement Form, and
reviewed for achievement during management reviews.
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5.9.2 All managers of key QMS processes monitor, review and measure performance of
processes within their area(s) of responsibility and, where appropriate, establish
measurable operational level improvement objectives consistent with our quality policy
and corporate level improvement objectives.
5.9.3 The company is currently in the development of establishing that all significant
functions and levels within the organization have clear, measurable quality objectives
which are consistent with the quality policy and product requirements. Top management
(both commercial and operational) will have the responsibility for determining these
objectives.
5.9.4 Adequate resources are available and input/output is planned in a controlled manner; as
is required, by its quality management system, being attentive to the process and the
need for continual improvement.
6 RESOURCE MANAGEMENT
6.1 Provision of Resources
The company has ensured that the necessary resources needed to implement and
improve the quality management system in order to address customer satisfaction are
available. This includes input from the MD and all responsible managers to safeguard
that appropriate resources, including trained employees and appropriate equipment,
facilities, support services and work environment needed to implement, manage and
improve an effective QMS efficiently and enhance customer satisfaction, are identified
and provided through our budgeting and other business management processes
including but not limited to:
a) People and resource planning
b) Facilities Plant, Facility, Equipment, Tools and other Infrastructure Planning
c) Work Environment and Safety Planning
d) Product Quality Planning
e) Planning of Customer-related Processes

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f) Product Design and Development Planning
g) Planning of Purchased Product (Materials, Services and Vendors)
h) Production and Service Provision Planning
i) Measurement Systems Planning, Analysis and Improvement Planning
j) Continual Improvement Planning
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6.2 Human Resources
6.2.1 It is our policy to hire only qualified personnel and to assure that they are trained in all
aspects of their jobs. Copies of job descriptions, job applications, resumes and annual
performance reviews are kept on file in the Human Resources Department.
6.2.2 EXPERTXX believe that our employees are our most valuable resource and we do our
best to help them achieve their full potential through continual education and training.
6.2.3 Where personnel are assigned quality responsibilities, the company has ensured that
they are competent on the basis of applicable education, training, skills and experience.
6.2.4 The company has identified the training needs for quality related activities and provides
training to satisfy these needs. Performance is evaluated and appropriate training records
are maintained.
6.3 Facilities
6.3.1 Suitable equipped workplaces with appropriate hardware and software with supporting
services are provided.
6.3.2 The Operations and Facility Manager has overall responsibility for planning, providing and
maintaining the resources needed to achieve product conformance, including buildings,
workspace and associated utilities; process equipment (hardware and software); and
supporting services (such as internal transportation and material handling systems and
communications systems).
6.3.3 The Maintenance, Store and Plant Managers has overall responsibility, under the
umbrella of the Operations Manager, for managing our Facilities and Equipment
Maintenance programs, in accordance with our company procedures including:
 Facilities management, maintenance and repair
 Housekeeping/custodial services management
 Process equipment management, maintenance and repair
 Production tooling management, and

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 Transportation and material handling equipment management, maintenance
and repair.
6.4 Work Environment
6.4.1 All aspects of the human and physical factors of the working environment that effect
conformity of product or service have been identified and are managed.
6.4.2 We provide employee benefits, job and schedule flexibility, interesting work, and
involvement of our employees in an empowered environment of continual improvement.
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6.4.3 We engender total participation by involving employees in internal audit and
improvement activities.
6.4.4 The Safety Manager (SM) has overall responsibility for identifying, implementing and
maintaining safety and environmental management systems, processes and controls
needed to ensure product conformance and meet customer, statutory or regulatory
requirements; (reference applicable Safety and/or Environmental Management
documents).
6.4.5 The Human Resource Manager HRM has overall responsibility for identifying,
implementing and maintaining effective employee benefit and workforce involvement
programs.
6.4.6 We monitor and improve workplace safety, health, and ergonomics through adherence
to good manufacturing practices, and through safety team meetings and training.
6.5 Resource Infrastructure
6.5.1 General
EXPERTXX infrastructure determines and provides the resources needed to support the
efforts of the company departments through the provision and maintenance of resources,
as appropriate. The infrastructure functions act as internal suppliers to the businesses. A
brief description of the company infrastructure elements includes the following:
6.5.2 Financial Management & Reporting
Financial accounting and reporting processes used to control and manage the enterprise
and to support financial decision-making.
6.5.3 Human Resources Management
To plan and manage human resource aspects of the organization including:
organizational design, employee development, benefit administration, employee
data/information retention, payroll processing, health and safety monitoring, labour
union management, and employee separation support. EXPERTXX has established a

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fundamental “Workforce Planning (WFP) Tool, with the intention of ensuring that the
right people with the right skills are in the right place at the right time”.
WFP is essentially a methodical process that provides managers with a framework for
making human resource decisions based on the organization’s mission, strategic plan,
budgetary resources, and a set of desired workforce competencies. EXPERTXX
considers that planning for human resource needs is one of the greatest challenges
facing managers and leaders. In order to meet this challenge, a uniform process that
provides a disciplined approach for matching human resources with the anticipated
needs of the factory management is essential.
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WFP is an essential planning tool, critical to quality performance that will contribute to
the achievement of program objectives by providing a basis for justifying budget
allocation and workload staffing levels.
6.5.4 Information Technology
The IT Department manage the IT resources of the organization by formulating an
organizational IT strategy based on organizational needs and current technologies,
managing and executing IT projects, maintaining systems, managing the IT operating
environment, supporting enhancements to IT, supporting and training all company users.
6.5.5 Plant, Equipment, Tools & Facilities Management
Manage the physical asset environment of the organization including plants, equipment
and facilities. Establish a strategy for employing physical assets, acquire assets as
necessary, monitor usage of physical assets, and perform preventive and corrective
maintenance as required.
6.5.6 Administrative Support Services Management
These infrastructure sub-processes are classified as the support functions of the
organization, and are implemented to help the company deal with managing
administrative functions, legal services, corporate communications, security, and risk
management (e.g., cafeteria, mail, reception, security, environmental health and safety).
6.5.7 Quality/Business Management
This includes all activities of the overall management function that determine and
implement the quality policy, objectives and responsibilities based on a closed-loop
corrective action process with continual improvement.
6.5.8 Marketing Management
The marketing manager plans, directs, and coordinates the marketing of the
organization’s products and/or services by performing the various tasks personally or
through subordinate supervisors. The marketing management team, under the umbrella

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of the Business Development Manager, have overall responsibility to ensure that
product designs are based on an understanding of markets and customer needs and to
ensure that the right product reaches EXPERTXX customers, through the sales
channels.
The marketing elements of the Quality Management System are the responsibility of the
business development manager. These include competitor analysis (e.g., swot, parts, and
pest), identifying customers, identifying market opportunities, and developing the
following strategies:
6.5.8.1 Pricing,
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6.5.8.2 Market access advertising,
6.5.8.3 Public relations,
6.5.8.4 Physical distribution channel,
6.5.8.5 Sales force,
6.5.8.6 Customer service strategy, and
6.5.8.7 Website design and implementation
6.5.9 Sales Management
The purpose of the sales function is to grow orders for the Company within a given cost
envelope. The function applies EXPERTXX’s capabilities in test and measurement to
help our customers improve their business results while maximizing orders for the
company.
The sales management team will maximise the sales of a company's goods or services in
many different settings. Their role helps to ensure the commercial success of a diverse
range of companies in local and overseas markets. This will involve working with high
profile brands and products. They will also be involved with identifying new markets
and business opportunities.
EXPERTXX currently have two sales processes, one for internal issues and the other for
external sales functions. Both teams are responsible for increasing and developing sales
in areas assigned to them, including: developing proposals, consumer durables e.g.,
doors, windows, and kitchen furniture, bedroom furniture, living room sets/chairs/dining
tables/office furniture and bookshelves.
Working together across functions in the field and factory, EXPERTXX creates
solutions specifically tailored to achieve maximum customer satisfaction. The sales
elements of the Quality System are the responsibility of the Commercial Sales Teams,
and include:

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6.5.9.1 Sales planning activities,
6.5.9.2 Direct sales and order generation,
6.5.9.3 Management of intermediates,
6.5.9.4 Evaluation of sales force and sales support activities.
6.5.9.5 Internet Website and call centre design and implementation.
7. PRODUCT REALIZATION
7.1 Planning of Realization Process
7.1.1 The production process for EXPERTXX products and services is planned and
documented as defined in the Quality Management System. Our QMS identifies, plans
for and documents our product and service realization processes to ensure consistency
with all applicable requirements, including customer requirements and related quality
objectives, and requirements for specific products and services, including any or all
applicable statutory legal requirements.
7.1.2 The outputs of product planning and service realization include the specific methods,
facilities, and equipment, people, materials and support services needed to achieve all
desired results for a particular product, service, or contract. Essentially, the outputs of
the quality planning process applicable to all products and services are the work
instructions and other data in schedules, client specifications, scope of works, or located
in work areas where needed.
7.1.3 When requirements are not adequately addressed in the standard project documentation,
data, or as required by the customer, the Quality Manager will has overall responsibility
for developing and implementing a quality control plan to address additional
requirements or controls needed to verify work for the specific process, product or
contract in question.
7.1.4 As a guideline, the plans and processes that are created for developing and maintaining
products include the following items:
7.1.4.1 Quality Objectives
7.1.4.2 Product or Service Requirements
7.1.4.3 Process Documentation
7.1.4.4 Operation Procedures
7.1.4.5 Product or Service Verification and Validations
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7.1.4.6 Monitoring Product and Process
7.1.4.7 Inspection and Testing
7.1.4.8 Product or Service Acceptance
7.1.4.9 Product or Service Reliability Requirements
7.1.4.10 Necessary records to provide evidence that product and process meet
established requirements
7.1.5 The product lifecycle process for each product includes provisions for product and
quality signoffs prior to shipment or delivery release.
Specific checkpoints are in place throughout the lifecycle to ensure a managed product
development process that delivers market-timed, competitive products reflecting a
creative understanding of user needs.
7.1.6 The provisions are intended to ensure that EXPERTXX only deliver products that
comply with applicable legal and regulatory requirements, and customer expectations.
The requirements associated with the product signoff provisions are managed by each of
the quality control team leaders.
7.2 Customer Related Processes
Achieving our quality policy “to meet or exceed customer requirements” requires that we
determine, understand, and consistently meet or exceed our customers’ requirements and
expectations, and that we establish effective communication systems with our customers
with regards to product information, inquiries, contract or order handling and related
changes, and customer feedback, including complaints.
7.2.1 Determination of Requirements Related to the Product
7.2.1.1 Sales personnel generate quotes/bids and negotiate final contracts/orders;
Customer Service personnel receive customer orders for standard catalogue
items or for items included previously bid or negotiated.
7.2.1.2 Requirements for most major customers are identified in contracts documented
(schedules requirements, scope of work SOW) and reviewed continuously. In
other cases, a customer order constitutes a contract, and we ensure that the
client’s requirements are clearly identified and confirmed prior to acceptance.
7.2.1.3 All applicable government, safety, risk and environmental regulations applied
to the acquisition, storage, handling, recycling, elimination or disposal of
materials are defined in manufacturing method statements and risk assessment.
7.2.2 Review of Requirements Related to the Product
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7.2.2.1 EXPERTXX pays particular attention to reviewing our customer’s/clients
requirements, so as to determine any additional requirements for each contract
or order. Where no customer requirements are documented, details are
confirmed before acceptance.
7.2.2.2 Manufacturing feasibility of proposed (new or changed) products is
investigated, confirmed and documented prior to making a commitment to
supply.
7.2.2.3 Any changes to contracts or quotations are resolved before proceeding, and the
company’s ability to meet the defined requirements is confirmed.
7.2.2.4 Records of the review and actions resulting from the review are maintained.
7.2.2.5 Where product requirements are changed, we ensure relevant documents are
amended and relevant personnel are made aware of the changed requirements.
7.2.3 Customer Communication
7.2.3.1 Our customers are kept informed at all times, with respect to product
information, inquiries, order changes or amendments and progress on customer
complaints.
7.2.3.2 Customers/Clients will be provided information from the following ‘key’
customer contact personnel: Managing Director, Business Development
Manager, Marketing Manager, Buyer, Operations Manager, Sales Manager,
and Design Manager.
7.2.3.3 EXPERTXX determines and implements effective arrangements for
communicating with their customers with respect to the following:
 Product or Service Provided Information,
 Product inquiries, contacts, order handling, and amendments;
 Customer feedback;
 Documented evidence include:
a) Full range of product catalogues
b) Company Internet Website
c) Customer prequalification
d) EXPERTXX showroom
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e) Order confirmation and contact database
f) Customer visit reports & complaints
7.3 Design & Development
Design and development processes are employed at EXPERTXX to transform customer
requirements into specifications, products, processes or systems.
The Design Manager, Operations Manager, Plant and Business Development Manager
maintain a list of products and services for which EXPERTXX has design
responsibility; that is, the authority to establish a new, or change an existing, product
specification. This responsibility includes testing and verification of design performance
within customer specified applications.
The above Managers have overall responsibility for managing product design and
development activities in accordance with the QMS, and serves as the overall Product
Design Team Leaders (as referenced throughout this section). The Operations and Plant
Manager with assistance from the Quality Manager have overall responsibility for
managing manufacturing process design and development activities in accordance with
company quality policies, regulations, specifications, standards and customer specific
requirements.
7.3.1 Design Planning
The design quality program and its supporting control processes consist of several steps,
involving:
a) Planning the design work.
b) Preparing design documents.
c) Checking and reviewing the documents.
d) Making revisions.
e) Auditing and Certifying.
f) Releasing documents for production.
EXPERTXX has different Design/Development Controls for different types of products.
In general, they cover the following points.
7.3.1.1 Approval of the design goals (Design Input)
7.3.1.2 Review of feasibility studies (Design Review)
7.3.1.3 Approval of the product description (Design Output)
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QUALITY MANUAL System

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