Definitions and Abbreviations

3.2.1 DEFINITIONS

Refer to ISO 9000 for a complete glossary of terms.

3.2.2 ABBREVIATIONS

ISO = International Standards Organisation

OHSAS = Occupational Health and Safety Standard

STRUCTURE OF THE MANAGEMENT SYSTEM

The Index to Policies and Procedures reflects all related management system documents.

CUSTOMER FOCUS

Top management has ensured that customer needs and expectations are determined, converted into requirements and fulfilled with the aim of achieving customer satisfaction.

A Customer Satisfaction Monitoring System was developed and feedback are evaluated and analysed at the Management Review Meetings. The following parameters of customer satisfaction are measured:

PARAMETER	TARGET
ON TIME DELIVERY	100 %
JOB DONE BY EXCEEDING THE CUSTOMERS EXPECTATIONS	100 %
AMOUT OF QUERIES ON INVOICING	0 %
COMPLAINTS	· 2 h TO RESPOND · 1 DAY TO RESOLVE
RATING AND AWARDS	· SUPPLIER OF THE YEAR · PREFERRED SUPPLIER
OPEN COMMUNICATION	GOOD RELATIONSHIPS
CUSTOMER SATISFACTION QUESTIONNAIRE	EXCELLENT RATING
REQUEST FOR NEW WORK	PREFERED SUPPLIER

STRATEGIC ALIGNMENT WITH RESPECT TO CUSTOMER FOCUS:

BUSINESS PROCESS MODEL

NOTES:

1. MACHINING, MATERIAL TREATMENT, CALIBRATION AND FINANCIAL AUDITS ARE OUTSOURCED

PROCESS OWNERSHIP

Refer to Appendix A for a Process Ownership Matrix.

PROCESS OWNERS

The Management System is based on the principle of process ownership, where specific processes have been identified and allocated to process owners for effective operation thereof. These Process Owners are also responsible for continuous improvement of these processes. Refer to the Process Ownership Matrix.

RESPONSIBILITIES, AUTHORITIES AND ACCOUNTABILITIES

Responsibilities, authorities and accountabilities within our management system are documented and communicated in Critical Performance Area Matrices for each employee.

Дата добавления: 2015-10-31