Quality that
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QUALITY MANAGEMENT

Introduction, scope & terminology

Securatech’s Quality Management System is intended to support customer satisfaction, consistent service delivery, quality inspection and continual improvement.

The source manual states that the QMS applies to installation and maintenance of systems and the supply of hardware and products offered by Securatech across its operating locations. It identifies AS/NZS ISO 9001:2016 as the principal quality-management reference.

QUALITY MANAGEMENT

Quality management framework

The QMS uses risk- and evidence-based thinking with a process-based Plan–Do–Check–Act methodology.

• Plan: establish plans, objectives, targets and processes needed to meet customer requirements and policy commitments.
• Do: implement the required processes.
• Check: monitor and measure performance against plans, objectives, requirements and expected outcomes.
• Act: develop corrective and preventative actions to improve effectiveness and efficiency.

QUALITY MANAGEMENT

Awareness & interested parties

The QMS requires Securatech to understand the context in which the business operates and the expectations of internal and external interested parties.

• Consider company quality policy, objectives and plans.
• Understand customer, employee, supplier, partner, legal and community expectations.
• Consider environmental and climate-related factors that may influence products, services or operations.
• Communicate the importance of conformity and continual improvement.

QUALITY MANAGEMENT

Leadership & customer focus

Senior management is responsible for quality leadership, resourcing and ensuring customer and regulatory requirements are understood and met.

• Provide appropriate resources for effective quality management.
• Promote customer focus and customer satisfaction.
• Communicate quality policies and objectives.
• Review policies at planned intervals or sooner when needed.
• Identify risks and opportunities associated with product and service conformity.

QUALITY MANAGEMENT

Quality policy

The Quality Policy commits Securatech to a process-based, risk-informed approach, meeting customer and regulatory requirements and continually improving the QMS.

• Make resources available to achieve required outputs.
• Maintain customer focus while meeting statutory and regulatory requirements.
• Identify quality risks and opportunities.
• Communicate the policy through induction, training, internal communication and the website.
• Review the policy annually or sooner where necessary.

QUALITY MANAGEMENT

Roles, responsibilities & participation

The QMS allocates authority and accountability through defined organisational roles and reporting structures.

• Senior Management approves quality documentation, communicates policy and objectives, leads quality activities and allocates resources.
• The Quality Manager coordinates system implementation, monitoring, improvement and reporting.
• Managers support risk assessment, operational control and resource allocation.
• Workers participate in quality processes and raise issues affecting conformity.
• Consultation and participation are used to support effective implementation and improvement.

QUALITY MANAGEMENT

Planning, risk & compliance obligations

Planning includes quality risk management, compliance obligations, objectives and targets, and change management.

• Identify and assess quality risks and opportunities.
• Maintain awareness of applicable customer, statutory, regulatory and other obligations.
• Set measurable quality objectives and targets.
• Plan actions, responsibilities, resources and review arrangements.
• Assess the causes and consequences of significant change before implementation.

QUALITY MANAGEMENT

Support, competency & communication

The QMS requires adequate resources, competent people and effective communication to support consistent delivery.

• Identify competency and training needs.
• Provide induction, training and awareness activities.
• Maintain internal and external communication processes.
• Ensure workers understand relevant policies, objectives and consequences of non-conformance.

QUALITY MANAGEMENT

Document & records management

Documented information is controlled so approved information is available where required and records remain traceable.

• Control distribution, access, retrieval and use.
• Protect storage, preservation and legibility.
• Manage changes and revisions.
• Retain and dispose of records in line with identified requirements.
• Distinguish controlled and uncontrolled documents.

QUALITY MANAGEMENT

Operational planning & control

Operational processes are planned and controlled to meet customer requirements and defined output criteria.

• Define customer requirements for products and services.
• Establish acceptance criteria and performance indicators.
• Provide resources needed to achieve conformity.
• Determine and implement process controls.
• Maintain evidence that processes were carried out as planned.
• Maintain records demonstrating conformity of products and services.
• Consider environmental or climate-related impacts on operational processes where relevant.

QUALITY MANAGEMENT

Design & development

Where design and development activities apply, the QMS provides for planned inputs, controls, review, verification, validation and management of changes so outputs meet intended requirements.

• Define design inputs and expected outputs.
• Review design activities at suitable stages.
• Verify and validate outputs as appropriate.
• Control design changes and retain relevant records.

QUALITY MANAGEMENT

Products, services & regulated inputs

The QMS requires requirements for products and services to be understood before commitment and includes controls for regulated or externally imposed inputs.

• Review customer requirements before acceptance.
• Clarify ambiguous or changed requirements.
• Maintain communication with customers.
• Identify applicable regulatory or statutory requirements.
• Control relevant technical, product and service inputs.

QUALITY MANAGEMENT

Quality procurement

Suppliers, products and externally provided services are selected and controlled according to their ability to meet specified quality requirements.

• Define purchase and supplier requirements.
• Evaluate supplier suitability and performance.
• Verify supplied products and services where required.
• Maintain appropriate procurement and supplier records.

QUALITY MANAGEMENT

Emergency preparedness & response

The QMS includes arrangements to respond to unplanned events that may affect quality outcomes, continuity or the ability to meet requirements.

• Identify credible emergency or disruption scenarios.
• Define response roles and communication arrangements.
• Maintain appropriate resources and procedures.
• Review outcomes and improve arrangements following events or exercises.

QUALITY MANAGEMENT

Quality performance evaluation

Performance is monitored and evaluated to determine whether the QMS remains effective and whether products and services meet requirements.

• Monitor, measure and evaluate relevant quality indicators.
• Inspect and test products, services and processes where required.
• Use evidence to assess conformity and identify improvement opportunities.
• Retain records of relevant monitoring and results.

QUALITY MANAGEMENT

Internal & external auditing

The source QMS requires planned internal audits to assess conformity with documented policies and AS/NZS ISO 9001:2016, with audit scope, criteria, frequency and methods defined.

• Maintain an annual audit schedule.
• Use competent auditors with appropriate independence from the area being audited.
• Record findings and communicate results to management.
• Assign corrective actions for non-conformities and verify completion.
• Support external audits where required.

QUALITY MANAGEMENT

Management review

Senior management reviews the QMS at planned intervals to assess continuing suitability, adequacy and effectiveness.

• Review performance, audit results, customer feedback and non-conformance.
• Consider changes in internal and external context.
• Assess resource needs, risks, opportunities and improvement actions.
• Record decisions and assigned actions.

QUALITY MANAGEMENT

Improvement & preventative action

The QMS supports continual business improvement through corrective and preventative action, review of performance and structured response to quality issues.

• Identify improvement opportunities.
• Address causes of actual or potential non-conformance.
• Implement and verify corrective or preventative actions.
• Update processes, procedures and controls where required.

QUALITY MANAGEMENT

Incident & complaint reporting

Quality incidents and complaints are reported and recorded so customer concerns, process failures and non-conformance can be assessed and addressed.

• Record the issue and relevant evidence.
• Assess immediate impact and required containment.
• Escalate significant issues to responsible management.
• Communicate with affected customers or stakeholders as appropriate.

QUALITY MANAGEMENT

Incident & complaint investigation

Investigations are used to identify causes and prevent recurrence rather than only treating symptoms.

• Determine root and contributing causes.
• Identify corrective and preventative actions.
• Assign ownership and due dates.
• Verify effectiveness and close out actions.
• Retain investigation and improvement records.