Mythical

Airlines

Mythical True Value Metrology a department of Mythical Airlines
Legendary Safety, Service, Speed and Strength Around the World from Smallville, Kansas, USA

BUS !"SS #$"%AT !& MA!UAL (QUALITY MANUAL)

%evision 'ate( 2013-11-11 Approved By( Director, Mythical True Value Metrolo y Date! 2013-11-11
This document is authenticated in whole by verification of the above digital signature, using the signer's public key.

Thi" i" a co#$lete re-i""ue o% the #a&ual 'ith all $re(iou" cha& e" i&cor$orate), there%ore there are &o re(i"io& #ar*"+ Thi" (er"io& re$lace" all $rior i""ue"+

Thi" #a&ual i" the $ro$erty o% Mythical True Value Metrolo y+ It #u"t &ot ,e re$ro)uce) i& 'hole or i& $art or other'i"e )i"clo"e) 'ithout $rior 'ritte& co&"e&t %ro# Mythical True Value Metrolo y+ The o%%icial co&trolle) co$y o% thi" #a&ual i" the )i itally "i &e) -D. )ocu#e&t o& the Mythical True Value Metrolo y &et'or* "er(er a&) (i"i,le to all authori/e) u"er"+ All $ri&te) co$ie", a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e" )e"cri,e) a,o(e, are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+

Thi" )ocu#e&t i" co&trolle) a" a "i& le e&tity, a" a&y cha& e 1 ho'e(er "li ht, e(e& a "i& le character 1 to a&y $art o% the )ocu#e&t ,y )e%i&itio& cha& e" the e&tire )ocu#e&t+ .or thi" rea"o&, a" 'ell a" the %act that the co&ce$t o% 2$a e3 (arie" 'ith the $u,licatio& %or#at, $a e-le(el re(i"io& i" &ot $ractice) 'ith thi" or a&y other Mythical True Value Metrolo y )ocu#e&t+

145625047+)oc

Mythical Airlines

Mythical True Value Metrolo y Business #perating Manual

-a e 2 o% 34 2013-11-11

1. TABLE OF CONTENTS Business Operating Manual: Table of Contents
1+ TA8L9 :. ;:NT9NT<++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++2 2+ INT=:DU;TI:N++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++> 2+1 ;o&%or#a&ce a&) ;o#$lia&ce <ta&)ar)"+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++> 2+2 :ther =ele(a&t <ta&)ar)" +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++> 2+3 A,,re(iatio&", Acro&y#" a&) De%i&itio&"++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++? 2+6 <er(ice" :%%ere)++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++? 2+> -are&t :r a&i/atio& ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++5 2+? -ur$o"e o% Thi" Ma&ual+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++5 2+5 <co$e o% the 8u"i&e"" Ma&a e#e&t <y"te# a&) 90clu"io&"++++++++++++++++++++++++++++++++++++++++++4 2+5+1 8u"i&e"" :$erati& Ma&ual ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++4 2+5+2 <u,"i)iary Le(el 2 Docu#e&t"++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++4 2+5+3 La,oratory Net'or*+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++7 2+5+6 -er#i""i,le 90clu"io&" a&) Miti atio& +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++7 3+ DI<T=I8UTI:N AND =9VI9@+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++10 3+1 ;irculatio& Li"t++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++10 3+2 -roce)ure" %or U$)ati& the 8u"i&e"" :$erati& Ma&ual++++++++++++++++++++++++++++++++++++++++++++10 6+ QUALITY MANAA9M9NT <Y<T9M++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++10 6+1 Ae&eral =eBuire#e&t"+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++10 6+2 Docu#e&tatio& =eBuire#e&t"+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++11 6+2+1 Ae&eral+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++11 6+2+2 8u"i&e"" :$erati& Ma&ual+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++13 6+2+3 ;o&trol o% Docu#e&t" +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++16 6+2+3+1 Docu#e&t a&) Data A$$ro(al a&) I""ue! +++++++++++++++++++++++++++++++++++++++++++++++++++++++16 6+2+3+2 Docu#e&t a&) Data ;ha& e" ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++16 6+2+3+3 :,"olete Docu#e&t"++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++1> 6+2+3+6 Docu#e&t" o% 90ter&al :ri i&+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++1> 6+2+6 ;o&trol o% Quality =ecor)"++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++1? >+ MANAA9M9NT =9<-:N<I8ILITY+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++1? >+1 Ma&a e#e&t ;o##it#e&t++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++1? >+2 ;u"to#er .ocu"+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++1? >+3 Quality -olicy++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++15 >+6 -la&&i& +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++14 >+6+1 Quality :,Cecti(e" +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++14 >+6+2 Quality Ma&a e#e&t <y"te# -la&&i& +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++14 >+> =e"$o&"i,ility, Authority a&) ;o##u&icatio&+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++20 >+>+1 =e"$o&"i,ility a&) Authority+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++20 >+>+2 Ma&a e#e&t =e$re"e&tati(e++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++20 >+>+3 I&ter&al ;o##u&icatio&" ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++23
All $ri&te) co$ie", a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i,le o& the Mythical True Value Metrolo y "er(er, are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+

Mythical Airlines

Mythical True Value Metrolo y Business #perating Manual

-a e 3 o% 34 2013-11-11

>+? Ma&a e#e&t =e(ie'+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++26 >+?+1 Ae&eral ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++26 >+?+2 =e(ie' I&$ut++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++26 >+?+3 =e(ie' :ut$ut+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++26 ?+ =9<:U=;9 MANAA9M9NT++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++26 ?+1 -ro(i"io& o% =e"ource"++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++26 ?+2 Du#a& =e"ource"++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++2> ?+2+1 A""i &#e&t o% -er"o&&el++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++2> ?+2+2 ;o#$ete&ce, A'are&e"", a&) Trai&i& ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++2> ?+3 I&%ra"tructure+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++2> ?+6 @or* 9&(iro&#e&t +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++2? 5+ <9=VI;9 =9ALIEATI:N+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++2? 5+1 -la&&i& o% <er(ice =eali/atio& +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++2? 5+2 ;u"to#er-=elate) -roce""e"++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++25 5+2+1 Deter#i&atio& o% =eBuire#e&t" =elate) to the 9Bui$#e&t+++++++++++++++++++++++++++++++25 5+2+2 =e(ie' o% =eBuire#e&t" =elate) to the -ro)uct+++++++++++++++++++++++++++++++++++++++++++++++25 5+2+3 ;u"to#er ;o##u&icatio&+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++24 5+3 D9<IAN AND D9V9L:-M9NT++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++24 5+6 -U=;DA<INA++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++24 5+6+1 -urcha"i& -roce""+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++27 5+6+2 -urcha"i& I&%or#atio&++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++30 5+6+3 Veri%icatio& o% -urcha"e) -ro)uct++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++30 5+> ;ALI8=ATI:N AND <9=VI;9 -=:VI<I:N+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++31 5+>+1 ;o&trol o% -ro)uctio& a&) <er(ice -ro(i"io&++++++++++++++++++++++++++++++++++++++++++++++++++++31 5+>+2 Vali)atio& o% -roce""e" %or ;ali,ratio& -ro(i"io&+++++++++++++++++++++++++++++++++++++++++++++31 5+>+3 I)e&ti%icatio& a&) Tracea,ility+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++32 I)e&ti%icatio&++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++32 Tracea,ility++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++32 I&"$ectio& a&) Te"t <tatu"++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++32 5+>+6 ;u"to#er -ro$erty+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++33 5+>+> -re"er(atio& o% -ro)uct++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++33 5+? ;o&trol o% Mo&itori& a&) Mea"uri& De(ice"+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++33 5+?+1 <u,"titutio& o% Te"t a&) Mea"ure#e&t 9Bui$#e&t U"e) a" Mea"ure#e&t <ta&)ar)"+36 4+ M9A<U=9M9NT, ANALY<I< F IM-=:V9M9NT+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++36 4+1 Ae&eral++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++36 4+2 Mo&itori& a&) Mea"ure#e&t ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++3> 4+2+1 ;u"to#er <ati"%actio&++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++3> 4+2+2 I&ter&al Au)it+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++3> 4+2+3 Mo&itori& a&) Mea"ure#e&t o% -roce""e"+++++++++++++++++++++++++++++++++++++++++++++++++++++++3? 4+2+6 Mo&itori& a&) Mea"ure#e&t o% -ro)uct++++++++++++++++++++++++++++++++++++++++++++++++++++++++++3? 4+3 ;o&trol o% No&co&%or#i& -ro)uct+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++3? 4+6 A&aly"i" o% Data +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++35 4+> I#$ro(e#e&t++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++35 4+>+1 ;o&ti&ual I#$ro(e#e&t+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++35
All $ri&te) co$ie", a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i,le o& the Mythical True Value Metrolo y "er(er, are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+

are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .orrecti(e Actio&+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++35 4+>+3 -re(e&ti(e Actio&+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++34 All $ri&te) co$ie". a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i.le o& the Mythical True Value Metrolo y "er(er.Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 6 o% 34 2013-11-11 4+>+2 .

i" %ocu"e) o& the cu"to#er". INT O!"CTION Thi" Quality Ma&ual )e#o&"trate" a&) )ocu#e&t" Mythical True Value Metrolo yG" co##it#e&t to #ai&tai&i& a hi h-le(el o% Buality a&) "tro& cu"to#er "er(ice 'ithi& a& e&(iro&#e&t that ha" "a%ety a" a %ir"t $riority.Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e > o% 34 2013-11-11 2.e re%erre) to a" the Business #perating Manual+ The or a&i/atio& i" i& the $roce"" o% i#$le#e&ti& that cha& e+ A" $art o% the i#$le#e&tatio&. .le o& the Mythical True Value Metrolo y "er(er.er" #ay .= 16>)+ 2.= 121) a&) -art 16> (16 .u"i&e"" o$eratio&. 1502> $eneral re#uirements for the competence of testing and calibration laboratories All $ri&te) co$ie".. a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i.AA lice&"e) =e$air <tatio& %or #ai&te&a&ce 'or* $er%or#e) %or other airli&e". the ter# 2Quality Ma&a e#e&t <y"te#3 i" al"o . Mythical True Value Metrolo y #ay %ro# ti#e to ti#e u"e other "ta&)ar)" )ocu#e&t" a" ui)a&ce i& it" o$eratio&" a&) Quality Ma&a e#e&t <y"te#+ The"e #ay i&clu)e .1 Conformance and Compliance Standards The 8u"i&e"" :$erati& Ma&ual i" i&te&)e) to )e#o&"trate co&%or#a&ce to AN<IHI<:HA<Q Q7001-2004 American National Standard: uality management systems ! "e#uirements+ Thi" "ta&)ar) i" the U&ite) <tate"G le al eBui(ale&t o% the I<: 7001!2004 i&ter&atio&al "ta&)ar)+ The"e t'o re%ere&ce &u#. the re%ere&ce to the year o% the curre&t e)itio& i" &ot u"e)+ =e%ere&ce to thi" co&%or#a&ce "ta&)ar) al"o i#$lie" re%ere&ce to all ui)a&ce "ta&)ar)" co&tai&e) therei&+ I& a))itio&. herea%ter thi" Quality Ma&ual 'ill . are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .ut are &ot li#ite) to curre&t e)itio&" o% the %ollo'i& ! • AN<IHN. a&) %o"ter" co&ti&ual i#$ro(e#e&t+ <i&ce the $hilo"o$hy o% Mythical True Value Metrolo y i" that Quality i" a& i&te ral $art o% the e&tire .ei& cha& e) to Business Management System+ 2..ecau"e Mythical Airli&e" i" a "che)ule) air carrier that $er%or#" it" o'& #ai&te&a&ce a&) i" a& .<L E>60+2 American National Standard ! $uide to the e%pression of uncertainty in measurement • AN<IHN.e u"e) i&tercha& ea.e)eral A(iatio& =e ulatio&" -art 121 (16 .<L E>60+3 American National Standard ! "e#uirements for the calibration of measuring and testing e#uipment • I<: 10012 &easurement management systems ! "e#uirements for measurement processes and measuring e#uipment • I<:HI9.ly i& thi" #a&ual a&) the Buality #a&a e#e&t "y"te#+ I& all other re%ere&ce" to thi" co&%or#a&ce "ta&)ar) i& thi" #a&ual or Buality #a&a e#e&t "y"te# )ocu#e&t".2 Other Relevant Standards I& a))itio& to the co&%or#a&ce a&) co#$lia&ce "ta&)ar)". thi" 8u"i&e"" :$erati& Ma&ual i" i&te&)e) to )e#o&"trate co#$lia&ce 'ith rele(a&t re ulatory i""ue" %ro# .

ee& u$)ate)+ A& al orith# %or $u.<L -D. are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .e)eral A(iatio& A)#i&i"tratio& (the U<A re ulatory a e&cy %or a(iatio& a&) aero"$ace o$eratio&"+) I&ter&atio&al 9lectrotech&ical . 1502>. <ha#ir a&) A)le#a&. Quality Ma&a e#e&t <y"te#+ Mythical True Value Metrolo y i" i& the $roce"" o% cha& i& thi" to 8M< 1 8u"i&e"" Ma&a e#e&t <y"te#+ The cha& e 'ill .ee& cha& e) "i&ce it 'a" "i &e)+ (=<A "ta&)" %or =i(e"t.oratorie".oth authe&ticate" the "i &er a" the o&ly $er"o& 'ho coul) ha(e "i &e) it.oratoryI" co&ti&ual i#$ro(e#e&t $roce"" to .<L I&ter&atio&al (N.AA I9. a&) authe&ticate" that the )ocu#e&t ha" &ot .Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e ? o% 34 2013-11-11 @ith the e0ce$tio& o% I<:HI9.le o& the Mythical True Value Metrolo y "er(er. $reci"io& #ea"uri& All $ri&te) co$ie".le "ta&)ar)" a&) are u"e) "olely %or ui)a&ce+ I<:HI9. "$eci%ically the (ariou" )i"ci$li&e" o% cali.ratio& reBuire) . 'ocument management ( )ortable document format ( )art *: )'+ *.eco#e accre)ite) to that "ta&)ar) at a %uture )ate+ 2.o&%ere&ce o% <ta&)ar)" La. I<: Metrolo y A#erica& Natio&al <ta&)ar)" I&"titute A#erica& <ociety %or Quality .<LI) -orta.le Docu#e&t .4 Services Offered Mythical True Value Metrolo y i" a )e$art#e&t o% Mythical Airli&e"+ The $ro)uct o% Mythical True Value Metrolo y i" the "er(ice o% $ro(i)i& cali.3 Abbreviations.e %ully i#$le#e&te) i& thi" )ocu#e&t a%ter all le(el 2 )ocu#e&t" ha(e . Acronyms and Definitions AN<I A<Q . QM< =<A 2. a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i.or#at. &o' *&o'& a" N.y Mythical True Value Metrolo y cu"to#er" Natio&al .ratio& o% tool". a %ile "y"te# e0te&"io& u"e) to )e"i &ate a )ocu#e&t that co&%or#" to the reBuire#e&t" o% i&ter&atio&al "ta&)ar) I<: 32000-1.le %or )i ital "i &ature"+ Thi" ty$e o% )i ital "i &ature .lic-*ey cry$to ra$hy 'hich i" "uita.. author" o% the Ma""achu"ett" I&"titute o% Tech&olo y $a$er that )i"clo"e) the #etho) i& 1754+) N.o##i""io& I&ter&atio&al :r a&i/atio& %or <ta&)ar)i/atio& The "cie&ce a&) $ractice o% $reci"io& #ea"ure#e&t. the"e are &ot au)ita. 1502> i" curre&tly u"e) o&ly %or ui)a&ce a" it i" $art o% the la.

Mythical Airli&e" ha" ha) %ro# it" earlie"t )ay" a "tro& Mi)'e"ter& re$utatio& %or le e&)ary "a%ety. "$ee). i" a& i&ter&atio&al airli&e 'hich carrie" #ore $a""e& er" a&&ually tha& a&y other airli&e i& the 'orl)+ 8a"e) i& <#all(ille. are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .eco#i& 2Nu#. a&) re ulatory a e&cie"+ All $ri&te) co$ie". co&"i"te&t 'ith e&erally acce$te) "u$erior (alue".y our cu"to#er".ility+ Thi" 8u"i&e"" :$erati& Ma&ual $ro(i)e" a& o(er(ie' o% the Buality $olicie" a&) *ey reBuire#e&t" %or the )e$art#e&t+ It i" the "ource o% re%ere&ce %or all #atter" )eali& 'ith Buality+ It i" a(aila. !arent Or"ani#ation Mythical Airli&e". I&cor$orate).y a))re""i& cu"to#er "ati"%actio& throu h the e%%ecti(e a$$licatio& o% the "y"te#. a" 'ell a" that o% other a(iatio& cu"to#er" a" arra& e) . a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i.e the lea)i& #etrolo y %acility i& the airli&e i&)u"try a&) $ro(i)e "tro& "u$$ort to'ar) co&ti&ually . a&) "$ee)K • 90cel i& .$ !%rpose of &his 'an%al Mythical True Value Metrolo yG" o(erall co##it#e&t to Buality i& 'or* $ractice a&) cu"to#er "er(ice i" )e%i&e) throu h it" . a&) "tre& th arou&) the 'orl)+ The co#$a&yG" (i"io& i" to create the 'orl)G" #o"t tru"te) airli&e .Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 5 o% 34 2013-11-11 eBui$#e&t a&) te"ti& eBui$#e&t+ The )e$art#e&t $er%or#".le o& the Mythical True Value Metrolo y "er(er. e"$ecially %or i&&o(ati(e actio& to i#$ro(e the )e$art#e&tG" $er%or#a&ce. "er(ice.y Mythical Airli&e" i& all o$erati& "tatio&".e) i& thi" 8u"i&e"" :$erati& Ma&ual )e%i&e" the )e$art#e&tG" co##it#e&t! • .ee& re i"tere) to I<: 7001 "i&ce Au u"t 2001+ The )e$art#e&tG" (i"io& i" to .y co&tract+ The )e$art#e&t 'a" create) i& 177> a&) ha" .le %or i&"$ectio& . e#$loyee" a&) other "ta*ehol)er"K • Achie(e "u$erior %i&a&cial re"ult" 'hile acti& ethically a&) )eali& %airly. i&clu)i& $roce""e" %or co&ti&ual i#$ro(e#e&t a&) the $re(e&tio& o% &o&co&%or#ity.ratio& o% all "uch eBui$#e&t o'&e) . • .uil)i& a "u$erior Mythical Airli&e" tea#+ 2.uil)i& a "u$erior Mythical Airli&e" tea#K • Le(era e Mythical Airli&e"G "tre& th" %or the oo) o% our cu"to#er".ility to co&"i"te&tly $ro(i)e Buality "er(ice that #eet" cu"to#er a&) a$$lica. the cali.y or u"e) . the 8u"i&e"" Ma&a e#e&t <y"te# i" ali &e) 'ith the oal" a&) "trate ic )irectio& o% the or a&i/atio&+ The 8u"i&e"" Ma&a e#e&t <y"te# a" )e"cri.y )e#o&"trati& it" a. • throu h e#$loyee e#$o'er#e&t. a&) i& co&%or#a&ce to all la'" a&) re ulatio&"+ 2. thir) $arty Buality au)itor".oth to acco##o)ate tech&olo ical cha& e a&) %or co&ti&ual i#$ro(e#e&t o% the tech&ical "*ill a&) ca$a.le re ulatory reBuire#e&t".u"i&e"" $roce""e".er :&e3 i& the eye" o% our cu"to#er"+ The cor$orate "trate ie" to acco#$li"h thi" are! • :$erate a& airli&e &et'or* that ta*e" $a""e& er" %ro# a&y'here to a&y'here 'ith u&#atche) "a%ety. or arra& e" %or. a&) • throu h or)erly cha& e #a&a e#e&t that 'ill #ai&tai& a hi h le(el o% "er(ice i& tech&olo ically co#$le0 a&) %a"t-$ace) e&(iro&#e&t". Buality o% "er(ice.y . $ote&tial cu"to#er". Ja&"a".ore a&) <u$$ort 8u"i&e"" -roce""e"+ Throu h each o% the"e . . U<A.

e i&ter$rete) to "u$er"e)e or co&tra)ict the"e e0ter&al reBuire#e&t"+ 2. $reci"io& #ea"uri& eBui$#e&t a&) te"ti& eBui$#e&t %or Mythical Airli&e" a&) other cu"to#er"+ The "co$e o% the QM< i" "$eci%ically )e%i&e) a" e(erythi& 'ithi& the )irect co&trol a&) authority o% Mythical True Value Metrolo y only+ Ma&y %u&ctio&" are $er%or#e) . they are out"i)e the "co$e a&) co&trol o% thi" De$art#e&tI" o'& QM<+ Nothi& i& thi" #a&ual "houl) . i&clu)i& Ma&a e#e&t =e$re"e&tati(e a$$oi&t#e&t • Mythical True Value Metrolo yG" ."i)iary (Le(el 2) Buality )ocu#e&t" that i&clu)e i&%or#atio& o&! • :r a&i/atio&al "tructure • Quality re"$o&"i.o#$lia&ce i" )e#o&"trate) throu h the %or#al I<: re i"tratio& $roce""+ M$#%TA!T( The "y"te# )e"cri.le reBuire#e&t" o% the I<: 7001 I&ter&atio&al <ta&)ar)+ It a))re""e" $erti&e&t reBuire#e&t" o% the "ta&)ar) a&) i&clu)e" re%ere&ce" to )ocu#e&te) Buality $roce)ure" that a$$ly to Mythical True Value Metrolo y+ .ore 8u"i&e"" -roce""e" a))re"" the )e$art#e&tG" cali.u"i&e"" $roce""e" i&clu)i& core a&) "u$$ort $roce""e" • .-$roce""e" reBuire) to achie(e co&tracte) reBuire#e&t" a&) a))re"" a$$lica. a&) re ulatory reBuire#e&t"+ All $ri&te) co$ie". a&) re ulatory reBuire#e&t"+ • <u$$ort 8u"i&e"" -roce""e" a))re"" i&%ra"tructure reBuire#e&t" "uch a" tho"e )e"cri.y clau"e" >.1 Business Operating Manual Thi" Le(el 1 8u"i&e"" :$erati& Ma&ual a&) it" "u.le o& the Mythical True Value Metrolo y "er(er.le reBuire#e&t" o% clau"e 5 o% I<: 7001.( Scope of the )%siness 'ana"ement System and *+cl%sions <co$e! .ilitie" a&) authoritie".ratio& $roce"" L they )e%i&e the "eBue&ce o% $roce""e" a&) "u.ratio& "er(ice %or tool". a&) co#$lie" 'ith all a$$lica.e) .e) i& thi" #a&ual i" in addition to the Buality a&) tech&ical $olicie" a&) $roce)ure" )e%i&e) .Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 4 o% 34 2013-11-11 2.y other )e$art#e&t" o% Mythical Airli&e"K the"e )e$art#e&t" are treate) a" cu"to#er" a&)Hor "u$$lier". a" a$$ro$riate+ 90clu"io&"! I<: 7001 clau"e 5+3 De"i & a&) De(elo$#e&t+ Miti ate)! I<: 7001 clau"e 5+6 -urcha"i& + 2.2 Subsi$iar% Le&el 2 !o'u(ents I& a))itio&.AA a&) other re ulatory a e&cie"+ The"e other reBuire#e&t" are %ollo'e) a&) #ay .#.y .e re%ere&ce) i& "o#e )ocu#e&t" %or clarity+ Do'e(er. are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .e the 8u"i&e"" Ma&a e#e&t <y"te# o% Mythical True Value Metrolo y.#.ali. a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i.y Mythical Airli&e" or #a&)ate) . ? a&) 4 o% I<: 7001."i)iary )ocu#e&t" )e"cri. there are "e(eral "u.

) Laborator% Net*or+ The La.le $er%or#a&ce "$eci%icatio&" a&) reBuire#e&t" o% the eBui$#e&t #a&u%acturer a&)Hor the cu"to#er+ There%ore.a"e) o& $u. i&clu)i& actio& ite#" a&) their curre&t "tatu" o% acco#$li"h#e&t"+ • :ther "u$$ort )ocu#e&t" a" &ee)e) to "u$$le#e&t thi" i&%or#atio&+ 2.le+ Mythical True Value Metrolo y )oe" &ot )irectly $rocure eBui$#e&t.ut are &ot $art o% it+ 2.ratio& $roce"". or the eBui$#e&t that i" cali. au)it chec*li"t" that )etail the )e$art#e&t #a&a e#e&t co&trol".oratory co#$uter &et'or* i" a& i#$orta&t $iece o% the Mythical True Value Metrolo y QM<+ Thi" &et'or* co&tai&" the )ocu#e&t" a&) a$$licatio&" that )e%i&e the #a&a e#e&t co&trol" .y other )e$art#e&t" o% Mythical Airli&e"+ The o&ly e0ce$tio& i" $er#i""i.Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 7 o% 34 2013-11-11 Le(el 2 )ocu#e&t" are re%ere&ce) i& thi" 8u"i&e"" :$erati& Ma&ual .li"he) a&) (eri%ia.#. are #iti ate) to the e0te&t that they are out"i)e the "co$e o% Mythical True Value Metrolo yI" authority a&) 8u"i&e"" Ma&a e#e&t <y"te#+ All $ri&te) co$ie".e) i& the corre"$o&)i& le(el II Buality $roce)ure"+ • Au)it %i&)i& " that a""e"" co#$lia&ce a&) e%%ecti(e&e"" a&) &ee)" %or i#$ro(e#e&t • . a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i. -er(issible E.Cecti(e"+ Thi" &et'or* co&tai&" at lea"t the %ollo'i& )ocu#e&t" a&) recor)"! • The Mythical True Value Metrolo y 8u"i&e"" :$erati& Ma&ual. -urcha"i& .ilityK a&) o.e $roce""e) a&) ha&)le) .le o& the Mythical True Value Metrolo y "er(er.le "#all $urcha"e" u"i& a cor$orate $urcha"e car)+ There%ore the reBuire#e&t" o% clau"e 5+6. a&) other i&"tructio&" that i#$le#e&t the $olicie" i& the 8u"i&e"" :$erati& Ma&ual+ • I&ter&al Au)iti& I&%or#atio&! i&clu)i& au)it "che)ule.. "er(ice" or #o"t "u$$lie"+ A $rocure#e&t actio& #u"t .Cecti(e e(i)e&ce criteria %or each co&trol+ The"e co&trol" are %urther )e"cri. Quality -roce)ure".y the )e$art#e&t a&) the& . $lu" co&%or#a&ce criteriaK co&%or#a&ce re"$o&"i.ratio& i" .orrecti(e a&) $re(e&ti(e acti(itie" %or co&ti&ual i#$ro(e#e&t • <u##arie" o% Ma&a e#e&t =e(ie' #eeti& ". are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .rate)+ The eBui$#e&t cali.#. clau"e 5+3 o% the I<: 7001 "ta&)ar) i" &ot a$$lica.y 'hich the )e$art#e&t )e#o&"trate" co&%or#a&ce to it" QM<+ It al"o )e#o&"trate" the e%%ecti(e&e"" o% the QM< to'ar)" attai&#e&t o% the )e$art#e&tG" #a&a e#e&t o.'lusions an$ Mitigation Mythical True Value Metrolo y )oe" &ot )e"i & or )e(elo$ the eBui$#e&t or "er(ice u"e) i& the cali.e i&itiate) .

le to all De$art#e&t e#$loyee" a&) to other i&tere"te) a&) authori/e) $artie"+ All co$ie" $ri&te) %ro# the &et'or* are re%ere&ce co$ie" a&) are u&co&trolle)+ 9lectro&ic co$ie" other tha& the o&e (i"i.elo'! All $ri&te) co$ie".le o& the Mythical True Value Metrolo y "er(er.e all the $roce""e" that are &ece""ary %or the )e$art#e&t to reali/e a&) )eli(er the )e"ire) "er(ice to it" cu"to#er"+ Q. )ocu#e&te) a&) i#$le#e&t" a& e%%ecti(e QM< a" a #ea&" o% e&"uri& that it" cali.ratio& "er(ice" co&%or# to "$eci%ie) reBuire#e&t".ore a&) <u$$ort 8u"i&e"" -roce""e" that ta*e #ar*et o$$ortu&itie" a&) co&(ert" the# i&to (alue a))e) out$ut" to "ati"%y our cu"to#er"G &ee)" a&) e0$ectatio&"+ )ore $rocesses( The core $roce""e" )e"cri.y i&cor$orati& all a$$ro(e) cha& e"+ The Ma&a e#e&t =e$re"e&tati(e #ay a$$ro(e #i&or cha& e" a&) u$)ate" to the 8u"i&e"" Ma&a e#e&t <y"te#+ (Mi&or cha& e" i&clu)e..2 !roced%res for -pdatin" the )%siness Operatin" 'an%al The 8u"i&e"" :$erati& Ma&ual 'ill . a&) to i)e&ti%y it" $o"itio& a" a lea)i& #etrolo y la.1 .ist E/IE0 The 8u"i&e"" :$erati& Ma&ual i" #ai&tai&e) o& the Mythical True Value Metrolo y La. or #ai&tai&i& hy$erli&*" a&) re%ere&ce" to other )ocu#e&t" o& the &et'or*+) The re(i"io& )ate i" u$)ate).eneral Re/%irements Mythical True Value (MTV) Metrolo y ha" e"ta.e re(ie'e) . to %o"ter a& e&(iro&#e&t o% co&ti&ual i#$ro(e#e&t 'ith a& e(e&tual oal o% achie(i& la.ore -roce""e" %or the )e$art#e&t are li"te) . "$elli& correctio&". are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ . 1"ALIT2 MANA3EMENT S2STEM 4. !IST IB"TION AN! 3.o&trol o% Docu#e&t".6230+ . the 8u"i&e"" :$erati& Ma&ual i" u$)ate) (i% &ee)e)) .li"he).oratory accre)itatio& to I<:HI9. $u&ctuatio& correctio&" 'here the "e&"e o% the "e&te&ce i" &ot cha& e).Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 10 o% 34 2013-11-11 ).1 Circ%lation .oratory &et'or* a" a rea)-o&ly )ocu#e&t a&) i" a(aila.y Mythical True Value Metrolo y #a&a e#e&t a&) re(i"e) a" reBuire)+ A%ter #a&a e#e&t re(ie'. a&) the )ocu#e&t i" re-a$$ro(e) a&) relea"e) a" a &e' i""ue i& it" e&tirety+ The re(i"io& )ata o& the co(er re%er" to the e&tire )ocu#e&t+ -roce)ure" %or Buality $olicie" a&) $roce)ure" )ocu#e&t" 'ithi& the QM< are co(ere) i& "ectio& 6+2+3 .oratory i& the a(iatio& #ai&te&a&ce a&) re$air or a&i/atio& co##u&ity+ The )e$art#e&tG" QM< i" co#$ri"e) o% the . 1502>.y Q. a&) i#$le#e&te) .6100 i" a& o(er(ie' o% the $roce""e" a&) their i&teractio&"+ The . %or e0a#$le.oratory i&ter&al &et'or* are re%ere&ce co$ie" a&) are u&co&trolle)+ 3.le o& the la. a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i.

a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i.1 3eneral Mythical True Value Metrolo y ha" )e%i&e) a&) )ocu#e&te) Buality $roce)ure" co&"i"te&t 'ith the reBuire#e&t" o% the "ta&)ar)+ The Buality $roce)ure" %urther )e"cri.ee& )eter#i&e) a&) are )ocu#e&te) i& rele(a&t $olicie" a&) $roce)ure"+ The QM< i&clu)e" $olicie" a&) $roce)ure" %or i#$le#e&tatio& o% actio&" reBuire) to achie(e) $la&&e) re"ult".6106) (Q.u"i&e"" $roce""e" are a(aila.6260) .oratory &et'or*+ A$$ro$riate le(el" a&) ty$e" o% #o&itori& a&) #ea"ure#e&t o% core a&) "u$$le#e&tal $roce""e" ha(e . re"$o&"i.6102) (Q.u"i&e"" reBuire#e&t" that are &ece""ary to #a&a e a&) co&trol re"ource". o& the La.e criteria.ore a&) <u$$ort 8u"i&e"" -roce""e" are )e"cri.5?00) Du#a& =e"ource" (Q.u"i&e"" $roce""e"+ 4.u"i&e"" $roce""e"+ The )e$art#e&t QM< al"o All $ri&te) co$ie". a&) other $artie" reBuiri& acce"".e all other . are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 11 o% 34 2013-11-11 =ecei(i& -roce"" 9(aluatio& -roce"" .?600) I&%or#atio& Tech&olo y Ma&a e#e&t (Q.?220) The "eBue&ce a&) i&teractio& o% the .acility a&) 9Bui$#e&t Ma&a e#e&t (Q.ali.610?) Support $rocesses( Mythical True Value Metrolo y <u$$ort -roce""e" )e"cri. a&) %or co&ti&ual i#$ro(e#e&t o% the .le reBuire#e&t" o% the I&ter&atio&al <ta&)ar)+ They i&clu)e! Quality Ma&a e#e&t (8u"i&e"" :$erati& Ma&ual) Docu#e&t Ma&a e#e&t (Q. Q.ratio& -roce"" =e$air -roce"" -roce"" %or co&trol o% :ut"i)e <er(ice" :ut--roce""i& -roce"" (Q. #etho)".e) i& "ectio& >+6+2 QM< -la&&i& a&) Q.le to all )e$art#e&t e#$loyee".le o& the Mythical True Value Metrolo y "er(er.2 Doc%mentation Re/%irements .?300.6100+ The criteria a&) #etho)" reBuire) to e&"ure the e%%ecti(e o$eratio& a&) co&trol o% the"e $roce""e" are )e%i&e) a&) )ocu#e&te)+ The e&tire QM< )ocu#e&tatio& a&) other *ey i&%or#atio& &ece""ary to "u$$ort the o$eratio& a&) #o&itori& o% the )e$art#e&t . a&) to co&)uct .6230.?301) Mea"ure#e&t <ta&)ar)" (Q. Q.610>) (Q..6103) (Q.ilitie" a&) the Buality a""ura&ce #ea"ure" that are reBuire) to e&"ure the e%%ecti(e o$eratio& a&) co&trol o% the )e$art#e&t .2.u"i&e"" i& a& or)erly #a&&er+ The "u$$ort $roce""e" are i#$le#e&te) a&) #a&a e) i& accor)a&ce 'ith the a$$lica.6101) (Q. )etail acti(itie".

y the or a&i/atio& to e&"ure the e%%ecti(e o$eratio& a&) co&trol o% the . • the co#$le0ity a&) i&teractio& o% the . a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i.u"i&e"" $roce""e"+ The )e ree o% )ocu#e&tatio& i" co&"i"te&t 'ith! • the #etho)" u"e).u"i&e"" $roce""e".y the $er"o&&el i&(ol(e) i& carryi& out the"e acti(itie"+ A& outli&e o% the )e$art#e&t QM< )ocu#e&tatio& i" "ho'& i& . a&) • "*ill" &ee)e) a&) trai&i& reBuire) .i ure 1+ All $ri&te) co$ie". are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 12 o% 34 2013-11-11 i&clu)e" other )ocu#e&t" a&) recor)" reBuire) .le o& the Mythical True Value Metrolo y "er(er.

u"i&e"" $ractice"+ Mythical True Value Metrolo y e#$loyee" ha(e ..li"he) a&) #ai&tai&e) a&) i&clu)e"! • the "co$e o% the QM<. %u&ctio&. a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i. a&) co&ti&ually i#$ro(e) a" the )e$art#e&t "ee*" .le o& the Mythical True Value Metrolo y "er(er.etter . are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ . • ho' to acce"" tho"e $roce)ure". al"o *&o'& a" the Buality #a&ual) ha" . i&clu)i& )etail" o% a&) Cu"ti%icatio& %or a&y e0clu"io&"K • )ocu#e&te) $roce)ure" or re%ere&ce to the#K a&) • a )e"cri$tio& o% the "eBue&ce a&) i&teractio& o% the $roce""e" i&clu)e) i& the QM<+ All $ri&te) co$ie".2.ee& trai&e) o&! • 'hich $roce)ure" a$$ly to the#.ee& e"ta.Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 13 o% 34 2013-11-11 +igure *: 'ocumentation The QM< i" #ai&tai&e). a&) • ho' to re$ort relate) re"ult"+ .2 Business Operating Manual A 8u"i&e"" :$erati& Ma&ual (thi" )ocu#e&t. • ho' to a$$ly the# to their Co. u$)ate).

) Control of !o'u(ents Mythical True Value Metrolo y e&"ure" that $erti&e&t i""ue" o% )ocu#e&t" a&) )ata that relate to the reBuire#e&t" o% the QM< are co&trolle)+ Thi" co&trol al"o e0te&)" to )ocu#e&t" o% e0ter&al ori i& that are #ai&tai&e) "olely .2.y Mythical True Value Metrolo y a&) &ot . $er%or#a&ce "ta&)ar)".ratio& $roce)ure") are al"o i& electro&ic %or#at 'here(er $o""i.1 Doc%ment and Data Approval and 0ss%e1 All )ocu#e&t" a&) )ata that relate to the reBuire#e&t" o% the 8u"i&e"" Ma&a e#e&t <y"te# a&) the <ta&)ar) are re(ie'e) a&) a$$ro(e) %or "uita.o&trol o% Docu#e&t"+ .lic *ey e&cry$tio& al orith#+ U$)ate acce"" $ri(ile e" to the"e %ol)er" are li#ite) to the )e"i &ate) )ocu#e&t co&trol a)#i&i"trator+ A li"t o% )ocu#e&t".y authori/e) $er"o&&el $rior to u"e or relea"e+ @here u"e i" #a)e o% co#$uter-.2.tai&e)+ 4.y the "a#e %u&ctio&Hor a&i/atio&" that $er%or#e) the ori i&al re(ie' a&) a$$ro(al. a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i.utio&. or cali. )i"tri.Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 16 o% 34 2013-11-11 The 8u"i&e"" :$erati& Ma&ual i" a co&trolle) )ocu#e&t "u. a&) "er(ice "$eci%icatio&"+ Thi" $olicy i" i#$le#e&te) .a"e) )ocu#e&t" a&) %ile". a&) are a(aila. i)e&ti%yi& the curre&t re(i"io& "tatu" o% each.ility . "$ecial atte&tio& i" $ai) to a$$ro$riate a$$ro(al.3.. or they #ay . authori/e) )i"tri.or the re#ai&i& Le(el 3 )ocu#e&t" &ot i& electro&ic %or#at.le at all locatio&" 'here o$eratio&" e""e&tial to the e%%ecti(e %u&ctio&i& o% the 8u"i&e"" Ma&a e#e&t <y"te# are $er%or#e).y other )e$art#e&t" o% Mythical Airli&e".y Q. acce"". "uch a" cu"to#er )ra'i& " or reBuire#e&t".y u"e o% )i ital "i &ature" that i#$le#e&t the =<A $u.le o& the Mythical True Value Metrolo y "er(er. i" e"ta. "ta&)ar) o$erati& $roce)ure".ac* rou&) i&%or#atio& i" $ro(i)e)+ The &ature o% the cha& e" i" recor)e)+ All $ri&te) co$ie".le a" rea)-o&ly )ocu#e&t"+ • Le(el 3 )ocu#e&t" ("uch a" 'or* i&"tructio&".Cect to the reBuire#e&t" o% "ectio& 6+2+3 .e rea)ily o.urre&tly Mythical True Value Metrolo y ha" a #i0e) #e)ia )ocu#e&tatio& "y"te# %or )ocu#e&t" 'ithi& it" co&trol! • Le(el" 1 a&) 2 are co#$uter .li"he) a&) i" rea)ily a(aila.le+ A$$ro$riate )ocu#e&t" are a(aila.2. a&) archi(i& $roce)ure"+ .utio& to $oi&t" o% u"e i" i& har) co$y+ Thi" i&clu)e" #a&y )ocu#e&t" o% e0ter&al ori i&+ All electro&ic QM< )ocu#e&t" are "tore) i& $rotecte) %ol)er"+ Ma&y are %urther $rotecte) %ro# u&authori/e) cha& e . are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .ha& e" to )ocu#e&t" a&) )ata are re(ie'e) a&) a$$ro(e) .le+ • .3. u&le"" "$eci%ically )e"i &ate) other'i"e+ Acce"" to a$$ro$riate .6230+ 4.2 Doc%ment and Data Chan"es All $er"o&&el are reBuire) to i)e&ti%y reBuire) cha& e" i& )ocu#e&t" a&) are e&coura e) to "u e"t i#$ro(e#e&t"+ .a"e).

ei& cali.le "ituatio& . are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .y Mythical True Value Metrolo y #ay 'ell .Cect to (ariou" o(er&#e&t re ulatio&"+ @he& there i" a &ee) to re%er to a&y o% the"e re ulatio&".3.6230+ All $ri&te) co$ie". acce"" i" ai&e) throu h the Mythical Airli&e" "y"te# or the re ulatory a e&cy "y"te#+ :ur $re"u#$tio& i" that the li&* %ro# that "ite oe" to the #o"t curre&t e)itio& o% the re ulatio&+ A&y other co$ie" o% the"e re ulatio&" are &ot authori/e) %or u"e+ The"e a&) other "ituatio&" are %urther )ocu#e&te) i& Q."olete har) co$y )ocu#e&t" are $ro#$tly re#o(e) %ro# $oi&t" o% i""ue a&) u"e+ The o.rate or re$air that "$eci%ic i&"tru#e&t %ro# a&y curre&t or $ote&tial %uture cu"to#er+ The $ri#ary rea"o& %or thi" e0e#$tio& i" that "o#e o% the 'or*loa) ite#" #ay .e the o&ly )ata a(aila.ut 'hich are co&trolle) el"e'here+ Acce"" to a&) u"e o% the"e )ocu#e&t" i" i& accor)a&ce 'ith a$$lica.rate) a&) i" out"i)e the co&trol o% Mythical True Value Metrolo yK a&) the #etrolo y tech&icia&" are re"$o&"i.ratio& a&) re$air o% $reci"io& tool".eyo&) their #a&u%acturerI" "u$$ort li%e a&) the )ata o'&e) . a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i."olete+ They #ay .le %or "electi& the correct )ocu#e&t (er"io& . i& %ile area" &ot acce""i.ei& cali.a"e) o& the "$eci%ic (er"io& or "erial &u#.le Mythical Airli&e" $olicie"+ Mythical True Value Metrolo y i" al"o "u.y the #a&u%acturer o% the eBui$#e&t . #ea"uri& a&) te"t eBui$#e&t) there #ay .e #ulti$le (er"io&" o% Le(el 3 )ocu#e&t" %or a i(e& #a&u%acturerH#o)el o% eBui$#e&t+ Thi" i" a& acce$ta.ecau"e! it i" )ue to (er"io& cha& e" )uri& $ro)uctio& .e #ai&tai&e) %or the )ocu#e&t rete&tio& $erio).eco#e o.2.le to e&eral u"er"+ A%ter a re(i"io& i""ue.e a reBuire#e&t to cali.4 Doc%ments of *+ternal Ori"in Due to the &ature o% the or a&i/atio& a" a )e$art#e&t o% a lar e cor$oratio&.Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 1> o% 34 2013-11-11 @he& $ractical.e "e(eral )eca)e" .3."olete $oi&t o% u"e co$y i" )e"troye)+ !#T"( Due to the &ature o% 'or* $er%or#e) . o. the cha& e" are hi hli hte) i& the )ocu#e&t a&)Hor o& attach#e&t"+ 4. i&"$ectio&.er o% )ocu#e&t" o% e0ter&al ori i& that 'e #u"t u"e a&) %ollo' .le a&y'here+ 4.e retai&e) %or le al a&)Hor *&o'le) e $re"er(atio& $ur$o"e"+ The o.rate)+ The"e )ocu#e&t" are al"o e0e#$t %ro# the reBuire#e&t to )e"troy ol) co$ie".le o& the Mythical True Value Metrolo y "er(er.er o% the ite# .y Mythical True Value Metrolo y (cali. u&le"" a&) u&til it ca& .e )e#o&"trate) that there 'ill &e(er a ai& ."olete #a"ter )ocu#e&t i" archi(e) a&) #ay .3 Obsolete Doc%ments 9lectro&ically #ai&tai&e) )ocu#e&t" are $ro#$tly re#o(e) %ro# acti(e %ile" 'he& they . there are a &u#.2.

.y! • .oratory &et'or* "i &-i& $a e a&) the o%%ice &otice .oar)+ (<ectio&" >+3 Quality -olicy a&) >+6+1 Quality :.2. #ai&te&a&ce. re"ource". re ulatory.Cecti(e"+ The Quality -olicy a&) the Quality :.li"he) a&) )i"$laye) o& the La.1 'ana"ement Commitment The to$ #a&a e#e&t o% Mythical True Value Metrolo y i" co##itte) to the )e(elo$#e&t a&) i#$ro(e#e&t o% a& e%%ecti(e Quality Ma&a e#e&t <y"te#+ Thi" co##it#e&t i" )e#o&"trate) . acce"".la&* %or# i" a )ocu#e&t.o##u&icati& to the or a&i/atio& the i#$orta&ce o% #eeti& all cu"to#er. a&) )i"$o"itio& o% Buality recor)"+ -erti&e&t cu"to#er or "u$$lier recor)" are a& ele#e&t o% the"e )ata+ All Buality recor)" are le i.. co&(erte) i&to reBuire#e&t".li"he) a&) recor)e)+ A recor)" co&trol #atri0 i" )ocu#e&te) to ai) co&trol+ Q. a&) %ul%ille) 'ith the ai# o% #eeti& or e0cee)i& tho"e e0$ectatio&"+ The e&eral &ee)" o% our cu"to#er" are )e%i&e) .Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 1? o% 34 2013-11-11 . $roce""e". eBui$#e&t.le a&) are "tore) a&) retai&e) i& "uch a #a&&er that they are rea)ily retrie(a.e) i& <ectio& ? 1 =e"ource Ma&a e#e&t+ . )eterioratio& a&) $re(e&t" lo""+ =ete&tio& ti#e" o% Buality recor)" are e"ta. a co#$lete) %or# i" a recor)+ Mythical True Value Metrolo y #ai&tai&" Buality recor)" to )e#o&"trate co&%or#a&ce to "$eci%ie) reBuire#e&t" a&) the e%%ecti(e o$eratio& o% the 8u"i&e"" Ma&a e#e&t <y"te#+ .le+ <tora e %acilitie" $ro(i)e a& e&(iro&#e&t that #i&i#i/e" )a#a e. are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .o##u&icatio&"+) • 9"ta.o&)ucti& Ma&a e#e&t =e(ie'"+ (<ectio& >+? Ma&a e#e&t =e(ie'+) • I)e&ti%yi& a&) acBui"itio& o% co&trol". a&) "*ill" &ee) to achie(e the reBuire) Buality+ The a""ociate) Buality #a&a e#e&t acti(itie" are )e"cri.li"hi& the Mythical True Value Metrolo y Quality -olicy %or total co##it#e&t to e0celle&ce a&) the a""ociate) Buality o.o(e $olicie" a&) to co&trol 8u"i&e"" Ma&a e#e&t <y"te# recor)"+ 4. a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i. %ili& . i&)e0i& .2 C%stomer 2oc%s To$ #a&a e#e&t o% Mythical True Value Metrolo y e&"ure" that cu"to#er &ee)" a&) e0$ectatio&" are )eter#i&e).o&trol $ro(i)e" %or the i)e&ti%icatio&. a .le o& the Mythical True Value Metrolo y "er(er. collectio&.Cecti(e"+) • .li"he) to i#$le#e&t the a. MANA3EMENT ES-ONSIBILIT2 . "tora e. Control of 1ualit% e'or$s Quality recor)" are a "$ecial ca"e o% Buality )ocu#e&t"+ .Cecti(e" are $u. %i0ture".li"he) .6260 i" e"ta. a&) le al reBuire#e&t"+ (<ectio& >+>+3 I&ter&al .y the $are&t co#$a&y to $er%or# the "$eci%ic "er(ice o% #etrolo y+ The "$eci%ic &ee)" o% our cu"to#er" are )eter#i&e) throu h co&ti&ual All $ri&te) co$ie".or e0a#$le.y the %act that Mythical True Value Metrolo y 'a" e"ta.

ility o% all $er"o&&el that i&ter%ace 'ith cu"to#er" to acce"" "tate) or i#$lie) &ee)" a&) .rate).ratio& a&) "er(ici& o% $reci"io& tool".Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 15 o% 34 2013-11-11 (er. #eet.y e&"uri& the "a%ety a&) co#%ort o% a(iatio& $a""e& er" a&) other cu"to#er"+ • All 'or* i" )o&e i& co&%or#a&ce to Mythical True Value Metrolo yG" QM<. a&) "$eci%ic cu"to#er reBuire#e&t"+ • Throu h %ro&t-li&e i&$ut a&) #a&a e#e&t lea)er"hi$. the a$$lica. a&) a&aly/e" cu"to#er "ati"%actio& throu hout the .3 3%ality !olicy The to$ #a&a e#e&t o% Mythical True Value Metrolo y ha" )e%i&e) a&) )ocu#e&te) it" Quality -olicy+ Thi" $olicy i&clu)e" the or a&i/atio&G" co##it#e&t %or #eeti& cu"to#er reBuire#e&t" a&) to co&ti&ual i#$ro(e#e&t+ *uality $olicy Statement( • The Quality -olicy o% Mythical True Value Metrolo y i" to $ro(i)e hi h a&) co&"i"te&t Buality i& the cali.le tech&ical a&) a)#i&i"trati(e o$erati& $olicie" a&) $roce)ure" o% Mythical Airli&e". #ea"ure".e) i& <ectio& 5+2+1 Deter#i&atio& o% =eBuire#e&t" =elate) to the 9Bui$#e&t+ . le al a&) re ulatory reBuire#e&t".etter u&)er"ta&) their i&)i(i)ual $roce""e"+ It i" the re"$o&"i. i&"$ectio&. a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i. co##u&icatio&. a&) e0cee) the &ee)" o% our cu"to#er"+ • @e "u$$ort the co&ti&ually i#$ro(i& Buality o% our cu"to#erI" #ai&te&a&ce a&) other tech&ical o$eratio&" throu h the the "er(ice" 'e $ro(i)e+ The Buality $olicy a&) Buality o.ee& i&te rate) i&to Mythical True Value Metrolo yG" culture+ The to$ #a&a e#e&t o% Mythical True Value Metrolo y e&"ure" that it" Quality -olicy i" u&)er"too)+ Thi" i" acco#$li"he) throu h trai&i& . a&) )i"$lay"+ The -olicy i" All $ri&te) co$ie". a" 'ell a" $erio)ic (i"it" to their %acilitie" to .y Mythical Airli&e" a&) other cu"to#er"+ @e are al'ay" #i&)%ul o% the %act that the ite#" 'e cali. 'e 'ill co&ti&ue to i#$ro(e our $eo$le a&) $roce""e" to a&tici$ate. a& e&(iro&#e&t 'here "a%ety i" $ara#ou&t+ • :ur co##it#e&t i" to the "a%ety a&) accurate 'or* o% our cu"to#erI" $ro%e""io&al" 'ho u"e the ite#" 'e ha(e cali.li atio&" i&clu)i& re ulatory a&) le al reBuire#e&t"+ Thi" i" %urther )e"cri.e a))re""e)+ To co&ti&ually i#$ro(e.Cecti(e" are rele(a&t to the )e$art#e&tG" or a&i/atio&al oal" a&) the e0$ectatio&" a&) &ee)" o% it" cu"to#er"+ The"e co&ce$t" ha(e .le o& the Mythical True Value Metrolo y "er(er. the )e$art#e&t al"o #o&itor". there.ri& the# to the atte&tio& o% to$ #a&a e#e&t "o that they #ay . a&) #ea"uri& a&) te"t eBui$#e&t o'&e) .u"i&e"" cycle+ The )e$art#e&t al"o #eet" all o% it" other o. are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .ee& co##u&icate) to all e#$loyee" 'ithi& the "co$e o% the QM<+ Quality co&ce$t" ha(e .rate a&) re$air are u"e) i& #ai&te&a&ce o% aircra%t a&) all o% their "y"te#".al a&) 'ritte& co##u&icatio&".

ore 8u"i&e"" -roce""e" re$re"e&t ho' 'e tur& o$$ortu&ity i&to $ro%ita.i ure 2+ All $ri&te) co$ie". a&) i" )ocu#e&te) i& the %or# o% re%ere&ce" to a""ociate) Quality -roce)ure"+ The .y #ea&" o% )ocu#e&tatio&.Cecti(e")+ .Cecti(e" are )eri(e) %ro# Mythical True Value Metrolo yG" Quality -olicy a&) Mythical Airli&e" cor$orate $olicie"+ The Buality o.le outco#e"+ It" e%%ecti(e&e"" i" #ai&tai&e) a&) e&ha&ce) .Cecti(e" i&clu)e tho"e &ee)e) to #eet all co&tracte) reBuire#e&t"+ I&here&t i& the e&tire "et o% Buality o.Cecti(e" at all rele(a&t %u&ctio&" a&) le(el" 'ithi& the or a&i/atio&+ The o.Cecti(e") a&) are re(ie'e) .y <u$$ort -roce""e"+ The i)e&ti%ie) .u"i&e"" $roce""e" o% the QM<.Cecti(e" are )ocu#e&te) (A&&ual Quality :.Cecti(e" li"te) i& thi" 8u"i&e"" :$erati& Ma&ual+ (<ectio& >+6+1 Quality :. i&clu)i& co##it#e&t to co&ti&ual i#$ro(e#e&t+ Quality o.2 1ualit% Manage(ent S%ste( -lanning To$ #a&a e#e&t o% Mythical True Value Metrolo y ha" i)e&ti%ie) a&) $la&&e) the re"ource" &ee)e) to achie(e it" Buality o.li"he" Buality o.urther.ility throu h $erio)ic Ma&a e#e&t =e(ie'"+ . a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i.. are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .u"i&e"" $roce""e" are i&)icate) i& .4 !lannin" 4.Cecti(e" are #ea"ura.Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 14 o% 34 2013-11-11 i#$le#e&te) . thi" Quality -olicy i" "u$$orte) .Cecti(e" i" a %ocu" o& cu"to#er "ati"%actio&+ 4.out the 8u"i&e"" Ma&a e#e&t <y"te# to #eet the reBuire#e&t" o% the <ta&)ar)+ The -olicy i" #ai&tai&e) throu h 8u"i&e"" Ma&a e#e&t <y"te#" au)it" a&) correcti(e a&) $re(e&ti(e actio&..Cecti(e"+ The re"ult" are )ocu#e&te) i& #a&a e#e&t re(ie'"+ Quality $la&&i& a))re""e" co&ti&ual i#$ro(e#e&t o% the QM< a&) a""ure" that cha& e i" co&)ucte) i& a co&trolle) #a&&er "o that the i&te rity o% the QM< i" #ai&tai&e) )uri& thi" cha& e+ The Quality -la& i)e&ti%ie" the core a&) "u$$ort . a&) re(ie'e) %or co&ti&ui& "uita. a&) trai&i& a.ore a&) <u$$ort ..y the Buality o.le a&) co&"i"te&t 'ith the Buality $olicy.y to$ #a&a e#e&t+ The Buality o.1 1ualit% Ob5e'ti&es To$ #a&a e#e&t o% Mythical True Value Metrolo y e"ta.le o& the Mythical True Value Metrolo y "er(er..

Cecti(e". "uch a" "u$$orti& re"ource"+ All $ri&te) co$ie". • the "u$$ort $roce""e" a&) their i&teractio&".ore / Support 0usiness )rocesses 9ach core a&) "u$$ort .u"i&e"" $roce"" o'&er" are "ho'& i& the 8u"i&e"" -roce"" a&) =e"$o&"i.u"i&e"" $roce""e". are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .e" the o(erall $la& %or Buality a""ura&ce+ The Buality $la& co&"i"t" o% • the core . a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i. a&) the .ility %or e&"uri& that the $roce""! • achie(e" it" o.u"i&e"" $roce"" ha" a $roce"" o'&er 'ho ha" the $ri#e re"$o&"i. their a""ociate) $roce)ure".u"i&e"" $roce""e" a&) "u$$ort $roce""e" i" li&*e) to a "$eci%ic Le(el 2 Buality $roce)ure+ The Quality -la& )e"cri.le o& the Mythical True Value Metrolo y "er(er.u"i&e"" $roce""e" a&) their i&teractio&".Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 17 o% 34 2013-11-11 +igure -: . • the 8u"i&e"" -roce"" a&) =e"$o&"i.ility Matri0+ 9ach o% the core .ility #atri0. a&) • i" u&)er co&ti&ual re(ie' %or i#$ro(e#e&t+ The . a&) • a$$ro$riate out$ut" o% #a&a e#e&t re(ie'.

irre"$ecti(e o% other re"$o&"i.le#" relati& to the "er(ice.u"i&e"" $roce""e" o% the QM< are )e%i&e)+ • 9&"ure that the 8u"i&e"" Ma&a e#e&t <y"te# reBuire#e&t" are e"ta.ilitie" a&) authoritie"K a&) tho"e are co##u&icate) i& or)er to %acilitate e%%ecti(e Buality #a&a e#e&t+ .u"i&e"" %u&ctio&" a&) their i&terrelatio&" 'ithi& the or a&i/atio&. i#$le#e&te) a&) #ai&tai&e) i& accor)a&ce 'ith the <ta&)ar)+ • =e$ort to to$ #a&a e#e&t o& the $er%or#a&ce o% the QM<.2 Manage(ent epresentati&e The to$ #a&a e#e&t o% Mythical True Value Metrolo y ha" a$$oi&te) the Mythical Airli&e" Director 1 Metrolo y a" it" Ma&a e#e&t =e$re"e&tati(e+ Thi" i&)i(i)ual.ee& correcte)+ The Mythical True Value Metrolo y or a&i/atio& chart (.i ure 3) "ho'" the or a&i/atio& o% the )e$art#e&t a&) the relatio&"hi$" to the Mythical Airli&e" cor$orate #a&a e#e&t+ =elatio&"hi$" to other $art" o% the Mythical Airli&e" cor$orate "tructure are )ocu#e&te) .y Mythical Airli&e" a&) are a(aila. • I&itiate. *uality of Mythical Airlines+ Mythical True Value Metrolo y e&"ure" the re"$o&"i. $roce"". $articularly %or $er"o&&el 'ho &ee) the or a&i/atio&al %ree)o# a&) authority to! • I&itiate actio& to $re(e&t the occurre&ce o% a&y &o&co&%or#a&ce relati& to "er(ice. i&clu)i& &ee)" %or i#$ro(e#e&t+ • -ro#ote a'are&e"" o% cu"to#er reBuire#e&t" throu hout the or a&i/atio&+ All $ri&te) co$ie". $roce"". top management of Mythical True Value Metrology is the Vice+$resident . or $ro(i)e "olutio&" throu h )e"i &ate) cha&&el".4. i&clu)i& re"$o&"i. ha" the )e%i&e) authority to! • 9&"ure that the . authority a&) i&terrelatio&"hi$ o% $er"o&&el 'ho #a&a e.ility a&) e%%ecti(e&e"" )uri& #a&a e#e&t re(ie' #eeti& "+ . a&) 8u"i&e"" Ma&a e#e&t <y"te#. • I)e&ti%y a&) recor) a&y $ro. a&) (eri%y 'or* a%%ecti& Buality i" )e%i&e) a&) )ocu#e&te).1 esponsibilit% an$ Aut6orit% To$ #a&a e#e&t o% Mythical True Value Metrolo y ha" )e%i&e) . a" a$$ro$riate+ 4. • . are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .o&trol %urther $roce""i& . a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i.le o& the Mythical Airli&e" &et'or*+ I& the or a&i/atio& chart.li"he).ility.lue+ The re"t o% the co#$a&y i" treate) a" cu"to#er" or "u$$lier". $er%or#. a&) 8u"i&e"" Ma&a e#e&t <y"te#".4.LUD9D i& thi" Buality #a&a e#e&t "y"te# i" "ha)e) i& . the $ortio& IN. Responsibility. • Veri%y the i#$le#e&tatio& o% "olutio&".or the $ur$o"e o% thi" 8u"i&e"" :$erati& Ma&ual a&) the Buality #a&a e#e&t "y"te#.Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 20 o% 34 2013-11-11 The Quality -la& i" a""e""e) %or o&. A%thority and Comm%nication 4.le o& the Mythical True Value Metrolo y "er(er.oi& "uita. )eli(ery or i&"tallatio& o% &o&co&%or#i& $ro)uct u&til the )e%icie&cy or u&"ati"%actory co&)itio& ha" .ilitie". reco##e&).

et'ee& the )e$art#e&t a&) other thir) $artie" o& #atter" co&cer&i& the )e$art#e&t 8u"i&e"" Ma&a e#e&t <y"te#+ The Metrolo y 9& i&eeri& a&) <u$$ort Ma&a er i" the De$uty Ma&a e#e&t =e$re"e&tati(e+ All $ri&te) co$ie". a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i. are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .le o& the Mythical True Value Metrolo y "er(er.Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 21 o% 34 2013-11-11 The Ma&a e#e&t =e$re"e&tati(e al"o act" a" the liai"o& .

le o& the Mythical True Value Metrolo y "er(er.Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 22 o% 34 2013-11-11 All $ri&te) co$ie". a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i. are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .

licatio&"+ All $ri&te) co$ie".4.Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 23 o% 34 2013-11-11 +igure 1: 2rgani3ation / Top &anagement 4.le o& the Mythical True Value Metrolo y "er(er. a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i.) Internal Co((uni'ations To$ #a&a e#e&t o% Mythical True Value Metrolo y e&"ure" that co##u&icatio& i" #ai&tai&e) .oratory &et'or*. (ariou" Buality #eeti& ".et'ee& it" (ariou" le(el" a&) %u&ctio&" re ar)i& the $roce""e" o% the QM< a&) their e%%ecti(e&e""+ Thi" i" acco#$li"he) (ia the La. are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ . a&) other i&ter&al $u.

7. a&) • to e&ha&ce cu"to#er "ati"%actio& .7. ESO" CE MANA3EMENT $.Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 26 o% 34 2013-11-11 . a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i.Cecti(e"+ 4. are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .ut are &ot li#ite) to )eci"io&" a&) actio&" relate) to! • i#$ro(e#e&t o% e%%ecti(e&e"" o% the QM< a&) it" $roce""e"K • i#$ro(e#e&t o% $ro)uct relate) to cu"to#er reBuire#e&t"K a&) • re"ource &ee)"+ =e"ult" o% #a&a e#e&t re(ie'" are recor)e)+ 7.ility. #ai&tai& a&) i#$ro(e the e%%ecti(e o$eratio&" o% the QM< $roce""e".1 3eneral To$ #a&a e#e&t o% Mythical True Value Metrolo y re(ie'" the QM< at $la&&e) i&ter(al" to e&"ure it" co&ti&ui& "uita. i& a ti#ely #a&&er. i&clu)i& it" Buality $olicy a&) Buality o. a)eBuacy a&) e%%ecti(e&e""+ The re(ie' e(aluate" the &ee) %or cha& e" to the or a&i/atio&I" QM<.ut are &ot li#ite) to curre&t $er%or#a&ce a&) i#$ro(e#e&t o$$ortu&itie" relate) to the %ollo'i& ! • re"ult" o% au)it"K • cu"to#er %ee).y #eeti& reBuire#e&t"+ All $ri&te) co$ie". the re"ource" &ee)e)! • to i#$le#e&t.7.2 e&ie* Input I&$ut" to #a&a e#e&t re(ie' i&clu)e .le o& the Mythical True Value Metrolo y "er(er.ac*K • $roce"" $er%or#a&ce a&) $ro)uct co&%or#a&ceK • "tatu" o% $re(e&ti(e a&) correcti(e actio&"K • %ollo'-u$ actio&" %ro# earlier #a&a e#e&t re(ie'"K • cha& e" that coul) e%%ect the QM<K a&) • reco##e&)atio&" %or i#$ro(e#e&t o% the "y"te#+ 4.1 !rovision of Reso%rces To$ #a&a e#e&t o% Mythical True Value Metrolo y )eter#i&e" a&) $ro(i)e".) e&ie* Output The out$ut" %ro# the #a&a e#e&t re(ie' i&clu)e .$ 'ana"ement Revie4 4.

u"i&e"" $la&&i& acti(itie"+ $." a&) ho' they co&tri. a&) e0$erie&ce."er(e) "*ill".o(e $olicie"+ $. trai&i& ."er(e) "*ill".le o& the Mythical True Value Metrolo y "er(er. o.a"i" co&"i"te&t 'ith a&&ual a&) "trate ic . a" a$$ro$riate+ The o& oi& e%%ecti(e&e"" o% trai&i& i" $erio)ically a""e""e) . a&) e0$erie&ce+ 7. i&clu)i& utilitie"K • $roce"" eBui$#e&t.3 0nfrastr%ct%re To$ #a&a e#e&t o% Mythical True Value Metrolo y i)e&ti%ie". i&ter&ally or e0ter&ally. i&clu)i& ! • 'or*"$ace a&) a""ociate) %acilitie".a"i" o% a$$ro$riate e)ucatio&.Cecti(e"+ Mythical True Value Metrolo y "ecurely retai&" )u$licate co$ie" o% trai&i& recor)" i& the %or# o% atte&)a&ce "heet".2. certi%icate" o% $ro%icie&cy a&)Hor co#$letio& %or all e#$loyee"+ :ri i&al co$ie" o% the"e recor)" are #ai&tai&e) .ute to the achie(e#e&t o% the Buality o. $ro%icie&cy te"ti& or other a$$ro$riate #ea&"+ Mythical True Value Metrolo y e&"ure" that it" $er"o&&el are a'are o% the rele(a&ce a&) i#$orta&ce o% their Co. trai&i& .ilitie" )irectly or i&)irectly a%%ecti& co&%or#ity to "er(ice ($ro)uct) reBuire#e&t" are )eter#i&e) to .ei& allo'e) to 'or* i&)e$e&)e&tly i& that )i"ci$li&e+ A trai&i& $la& i" $re$are) a&) "che)ule) a&&ually 'ith $erio)ic u$)ate"+ Trai&i& i" $ro(i)e) either o& or o%% the Co. har)'are a&) "o%t'areK • "u$$orti& "er(ice" "uch a" tele$ho&e.1 Assign(ent of -ersonnel -er"o&&el 'ho are a""i &e) re"$o&"i.Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 2> o% 34 2013-11-11 The"e re"ource" are a""e""e) a&) re(ie'e) o& a $erio)ic .2 5%man Reso%rces 7. $ro(i)e" a&) #ai&tai&" the %acilitie" a&) i&%ra"tructure it &ee)" to achie(e "er(ice Buality. 'hich i" out"i)e the "co$e o% thi" Buality #a&a e#e&t "y"te#+ Quality -roce)ure Q.a"e) o& e)ucatio&.2.e Buali%ie) a&) co#$ete&t . co#$uter &et'or*". o. etc+ All $ri&te) co$ie".?220 i#$le#e&t" the a.2 Co(peten'e8 A*areness8 an$ Training Mythical True Value Metrolo y i)e&ti%ie" trai&i& &ee)" a&) $ro(i)e" %or the trai&i& o% all $er"o&&el $er%or#i& acti(itie" a%%ecti& Buality+ -er"o&&el $er%or#i& "$eci%ic a""i &e) ta"*" are Buali%ie) o& the .y Mythical Airli&e" Du#a& =e"ource" De$art#e&t.."er(atio&. a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i.y o. a" reBuire)+ All #etrolo y tech&icia&" #u"t . are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .e%ore .e e(aluate) a" %ully co#$ete&t i& a )i"ci$li&e o% #etrolo y .

i&"tallatio&. a&) the a$$lica. i&"$ectio&.ratio& o% tool". or "i &i%ica&t cha& e" (#o)i%y.le (eri%icatio&. eBui$#e&t.li"he) to %urther )e"cri.4 6or7 *nvironment To$ #a&a e#e&t o% Mythical True Value Metrolo y i)e&ti%ie" a&) #a&a e" the hu#a& a&) $hy"ical %actor" o% the 'or* e&(iro&#e&t &ee)e) to achie(e co&%or#ity o% "er(ice Buality+ Q.ee& e"ta. a&) te"ti& eBui$#e&t+ (. a&) te"ti& at a$$ro$riate "ta e" o% the cali. a&) "*ill" that are &ee)e) to achie(e the reBuire) Buality+ • A))re"" %or co#$ati. SE /ICE EALI9ATION !#T"! The $ro)uct o% Mythical True Value Metrolo y i" the "er(ice o% $ro(i)i& cali. a&) the criteria %or acce$ta&ce.?301 ha(e .1 !lannin" of Service Reali#ation U$o& recei$t o% &e' "er(ice reBuire#e&t".e a&) #a&a e the a. are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ . $roce"" #ea"ure#e&t. $roce""e".elo'+ • -re$are )ocu#e&tatio& a&) )ata that )e"cri.Cecti(e"+ Quality $la&" are co&"i"te&t 'ith the other reBuire#e&t" o% the or a&i/atio&I" QM< a&) are )ocu#e&te) i& a %or# "uita.ut i" &ot li#ite) to the %u&ctio&" li"te) . re#o(e) to e0i"ti& reBuire#e&t". total cali. $reci"io& #ea"uri& eBui$#e&t. i&"$ectio& a&) te"t $roce)ure". "er(ici& .le %or the )e$art#e&tG" #etho) o% o$eratio&+ • I)e&ti%y a&) )ocu#e&t "uita.ratio& "er(ice reali/atio&+ • I)e&ti%y a&) acBuire co&trol".o(e $olicie".o(e $olicie"+ $.ratio& $roce"". a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i.le o& the Mythical True Value Metrolo y "er(er.ratio& $roce)ure" or cali. (ali)atio&. a&) to )e%i&e the $hy"ical e&(iro&#e&tal reBuire#e&t" %or each #etrolo y )i"ci$li&e+ #.ratio& re"ource". %i0ture". #o&itori& .e a&) i#$le#e&t the a.ratio& )ocu#e&t"+ <uch )ocu#e&t" )e"cri.?300 a&) Q.Cecti(e" a&) reBuire#e&t".ee& e"ta. cali.ility the )eli(ery o% "er(ice.e" ho' the $roce""e" o% the QM< are a$$lie) to a "$eci%ic "er(ice+ The"e are re%erre) to a" cali.-$roce""e" reBuire) to achie(e the co&tracte) "er(ice" i&clu)i& "$eci%ie) $er%or#a&ce o.le )ocu#e&tatio&+ • A))re"" the &ee) to )e(elo$ a&) i#$le#e&t &e' tech&iBue".e the Buality o.ility that e0cee)" the *&o'& "tate o% the art+ All $ri&te) co$ie". a)).?600 ha" .li"he) to %urther )e"cri. a" &ece""ary+ • A))re"" #ea"ure#e&t reBuire#e&t" i&(ol(i& ca$a.Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 2? o% 34 2013-11-11 Q. Mythical True Value Metrolo y #a&a e#e&t $la&" the "eBue&ce o% $roce""e" reBuire) to reali/e the "$eci%ie) reBuire#e&t"+ -la&&i& the $roce""e" %or the reali/atio& o% "er(ice Buality i&clu)e" . the "eBue&ce o% $roce""e" a&) "u.

Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 25 o% 34 2013-11-11 • • . the cu"to#er a&) 'e e0$ect that routi&e cali.y the cu"to#er . are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .ut &ece""ary %or i&te&)e) or "$eci%ie) u"eK a&) • o.e) i& )ocu#e&te) $roce)ure"+ Quality -roce)ure Q.2 e&ie* of e:uire(ents elate$ to t6e -ro$u't I% eBui$#e&t i" )eli(ere) to u" u"i& Mythical Airli&e"G $roce""e" a&) &o e0ce$tio&" are &ote).5100 )e"cri.e $ro(i)e) 'ith &o &ee) %or %urther )eter#i&atio& or re(ie'+ <houl) that e0$ectatio& cha& e )ue to a cha& e i& Mythical Airli&e" $olicy.1 !eter(ination of e:uire(ents elate$ to t6e E:uip(ent Mythical True Value Metrolo y )eter#i&e" cu"to#er reBuire#e&t" i&clu)i& "er(ice a&)Hor $ro)uct reBuire#e&t" "$eci%ie) .y Mythical Airli&e" (it" $ri&ci$al cu"to#er) to $ro(i)e cali.lari%y "ta&)ar)" o% acce$ta.le o& the Mythical True Value Metrolo y "er(er.2. i&clu)i& re ulatory a&) le al reBuire#e&t"+ !#T"( Mythical True Value Metrolo y i" e"ta.li"he) to i#$le#e&t a&) $ro(i)e %urther ui)a&ce re ar)i& cu"to#er-relate) $roce""e"+ #.5200 i" e"ta.ratio& "er(ice 'ill .e $ro(i)e) 'ith &o &ee) %or %urther )eter#i&atio& or re(ie'+ Quality -roce)ure Q. i&clu)i& tho"e that co&tai& a "u.y the )e$art#e&t to e&"ure that! All $ri&te) co$ie". a&) the recor)" are #ai&tai&e) a" )e"cri.oi& reBuire#e&t 'ith re"$ect to the cali.li"he) .ratio& reBuire#e&t"K • the reBuire#e&t" %or a(aila.ut are &ot li#ite) to! • "$eci%ic cali.ratio& "er(ice 'ill . the cu"to#er a&) 'e e0$ect that routi&e cali. a&) )eli(ery. . 'ith a""ociate) co"t"K • co&tract reBuire#e&t" &ot "$eci%ie) .ility to #eet the#+ 8e%ore acce$ta&ce o% a &o&-routi&e cu"to#er reBuire#e&t. the reBue"t i" re(ie'e) .e" the $la&&i& %or "er(ice )eli(ery a&) re%er" to other Mythical True Value Metrolo y Buality $roce)ure" i&(ol(e) i& the $roce""+ (.ratio& a&) relate) "er(ice"+ .o&tract re(ie' or other cu"to#er )eter#i&atio& $roce""e" are &ot a& o&.2 C%stomer8Related !rocesses #.ility.li atio&" relate) to the co&tract.y the cu"to#er+ The"e cu"to#er reBuire#e&t" i&clu)e.2. a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i.e re(ie'e) a&) )ocu#e&te) at #a&a e#e&t re(ie'+ Mythical True Value Metrolo y e&"ure" that cu"to#er reBuire#e&t" are %ully u&)er"too) a&) the )e$art#e&t ha" the ca$a.ratio& "er(ice that 'e $ro(i)e to Mythical Airli&e"+ I% eBui$#e&t i" )eli(ere) to u" u"i& Mythical Airli&e"G $roce""e" a&) &o e0ce$tio&" are &ote). it 'ill . i&clu)i& 'or* %ro# cu"to#er" other tha& Mythical Airli&e".ility.Cecti(e ele#e&t+ I)e&ti%y Buality recor)" that are &ece""ary to $ro(i)e co&%i)e&ce o% co&%or#ity o% the $roce""e" a&) re"ult".

'hich are out"i)e the "co$e a&) co&trol" o% the Mythical True Value Metrolo y QM<+ All $ri&te) co$ie".ratio& i&%or#atio&K • i&Buirie".y the #etrolo y e& i&eeri& "ta%% .le $er%or#a&ce "$eci%icatio&" a&) reBuire#e&t" o% the eBui$#e&t #a&u%acturer a&)Hor the cu"to#er+ @or* i&"tructio&" (cali. a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i. -urcha"i& o% out"i)e #aterial".2.ratio& $roce"". ite#" or "er(ice" reBuiri& a $urcha"e or)er. a&) "o o& are lar ely ha&)le) .ratio& i" .le". Mythical Airli&e" i" co&"i)ere) the "u$$lier o% all $urcha"i& "er(ice"+ • All $urcha"e" o% ca$ital ite#".oratory or reBue"te) .3 D*S0. or or)er ha&)li& .le co&trol" to e&"ure co&%or#a&ce to "$eci%ie) reBuire#e&t"+ (.a"e) o& (eri%ia.le #etho)"+ I& either ca"e.licly a(aila.Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 24 o% 34 2013-11-11 • • • =eBuire#e&t" are a)eBuately )e%i&e) a&) )ocu#e&te)+ Di%%ere&ce" . hi h (olu#e co&"u#a. a&) "er(ice" i" &ot a .rate)+ The eBui$#e&t cali.ility a&) ca$acity to #eet the"e reBuire#e&t"+ I% a cha& e to the "ta&)ar) reBuire#e&t" i" i)e&ti%ie) .9 A9D D*:*.ei& acce$te) %or u"e+ There%ore. clau"e 5+3 o% the I<: 7001 "ta&)ar) i" &ot curre&tly a$$lica. co&trol" a&) "ta%%. the )e$art#e&t )ocu#e&t" "uch "tate#e&t" o% or cha& e" to reBuire#e&t"+ The )e$art#e&t e&"ure" that rele(a&t )ocu#e&tatio& i" a#e&)e) a&) rele(a&t $er"o&&el are #a)e a'are o% the cha& e) reBuire#e&t"+ #.4 !-RC5AS09.) Custo(er Co((uni'ation Mythical True Value Metrolo y i)e&ti%ie" a&) i#$le#e&t" arra& e#e&t" %or co##u&icatio& 'ith cu"to#er" relati& to! • cali.ac*. the& it 'ill )e%i&e a&) )ocu#e&t "uita.e%ore .le o& the Mythical True Value Metrolo y "er(er. are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ . "u$$lie".et'ee& the "ta&)ar) reBuire#e&t" a&) tho"e i& the reBue"t are re"ol(e)+ Mythical True Value Metrolo y ha" the ca$a. i&clu)i& a#e&)#e&t"K • cu"to#er %ee).O!'*9& Mythical True Value Metrolo y i" &ot curre&tly e& a e) i& the )e"i & or )e(elo$#e&t o% $ro)uct+ Mythical True Value Metrolo y )oe" &ot )e"i & or )e(elo$ the eBui$#e&t or "er(ice u"e) i& the cali.le+ <houl) the )e$art#e&t .y the la. or the eBui$#e&t that i" cali.y the cu"to#er.ratio& $roce)ure") are either $u.y other Mythical Airli&e" )e$art#e&t" a&) are u&)er the co&trol o% Mythical Airli&e"G $olicie" a&) $roce)ure" a&) there%ore out"i)e the "co$e o% thi" QM<+ • Much o% the $urcha"i& $roce"" u"e" Mythical Airli&e" reBuire#e&t".le #etrolo y $ri&ci$le" . co&tracte) "er(ice".a"e) o& $u. i&clu)i& cu"to#er co#$lai&t"+ (.ur)e&"o#e reBuire#e&t %or Mythical True Value Metrolo y+ I& #o"t ca"e". the #etho)" are (eri%ie) a&) (ali)ate) accor)i& to e&erally acce$ta.licly a(aila.le #etho)" or #etho)" 'ritte& .eco#e i&(ol(e) i& $ro)uct )e"i &.

(eri%ie" $urcha"e) #aterial.tai&e) %ro# the Mythical Airli&e" "toc* "y"te#+ <u$$ort $roce""e" are "u$$lie) a&) co&trolle) . a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i.le "u$$lier"+ A& a$$ro(e) "u$$lier li"t (A<L) i" #ai&tai&e)+ A critical "u$$lier li"t i" al"o #ai&tai&e)+ Q. "u$$lie" a&) "er(ice" other tha& cali.co&tracte) cali."eBue&t "er(ice reali/atio& $roce""e" a&) their out$ut. i&co#i& $ro)uct i" &ot u"e) u&til it i" i&"$ecte) or other'i"e (eri%ie) a ai&"t "$eci%ie) reBuire#e&t"+ Mythical True Value Metrolo y ha" e"ta.e u"e) 'ith a $urcha"e or)er or throu h the electro&ic .ut "u$$lier" are $ri#arily #a&a e) at the cor$orate le(el a&) #u"t ..li"he) a&) #ai&tai&" local recor)" o% acce$ta.5610+2)+ All $ri&te) co$ie". .le.ratio& (Q. a&) "er(ice" . a&) "u. 'he& a &ee) i" )eter#i&e). 'here $ractical.e%ore u"e or re)i"tri.5600 )e%i&e" the Mythical True Value Metrolo y $roce"" %or $urcha"i& co&trol" o(er it" "u$$lier"+ <e$arate $roce)ure" )etail the $roce""e" %or $urcha"i& a&) #aterial". "u$$lie".ility a&) $er%or#a&ce+ I& all ca"e".. o& the e%%ect o& "u.ratio& "er(ice" (Q.utio&+ #.y other Mythical Airli&e" )e$art#e&t"+ Mythical True Value Metrolo y )irectly $urcha"e" "o#e #aterial". 'hich are out"i)e the "co$e o% thi" QM<+ Mythical True Value Metrolo y #ai&tai&" a local li"t o% acti(e out"i)e (&o&-Mythical Airli&e") "u$$lier" a&) the #aterial" or "er(ice" they $ro(i)e.a"e+ Mythical Airli&e" $ro(i)e" %or the i&"$ectio& a&) au)iti& o% "u$$lier".u"i&e"" "y"te# are co&trolle) . are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .y u"i& Mythical Airli&e"G cor$orate $urcha"e car)+ Al#o"t all "uch $urcha"e" are i&%reBue&t or &o&-recurri& retail $urcha"e" o% (ery "#all Bua&titie" o% catalo e) or other co##ercial o%%-the-"hel% $ro)uct"+ All $urcha"e" #u"t %ollo' the $olicie" a&) $roce)ure" o% Mythical Airli&e".le o& the Mythical True Value Metrolo y "er(er.1 -ur'6asing -ro'ess Mythical True Value Metrolo y e&"ure" that $urcha"e) $ro)uct" a&) "er(ice" co&%or# to "$eci%icatio& a&) are $urcha"e) %ro# a$$ro(e) "ource"+ -urcha"i& co&trol i" )e$e&)e&t o& the ty$e o% $ro)uct. a&) 'here a$$lica.e li"te) i& the cor$orate e&ter$ri"e #a&a e#e&t "y"te# )ata.Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 27 o% 34 2013-11-11 • • • <u$$lier" that #ay .u"i&e""-to. accor)i& to Mythical Airli&e" $olicy+ I& thi" re"$ect Mythical Airli&e" i" a "u$$lier o% thi" "er(ice to Mythical True Value Metrolo y+ Mythical True Value Metrolo y. a&) "er(ice" %ro# other co#$a&ie" .5610+1). o& the Buality au)it re$ort" a&)Hor Buality recor)" o% "u$$lier"G $re(iou"ly )e#o&"trate) ca$a. 'hich are out"i)e the "co$e o% thi" QM<+ <o#e #aterial" a&) "u$$lie" are o.y the Mythical Airli&e" cor$orate $urcha"i& a&) accou&ti& )e$art#e&t". "u$$lie".

a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i.) /erifi'ation of -ur'6ase$ -ro$u't Mythical True Value Metrolo y i)e&ti%ie" a&) i#$le#e&t" the acti(itie" &ece""ary %or (eri%icatio& o% $urcha"e) $ro)uct" a&)Hor "er(ice" to e&"ure that $urcha"e "$eci%icatio&" are #et+ Mythical True Value Metrolo y e&"ure" that i&co#i& #aterial i" &ot u"e) or $roce""e) u&til it ha" .le o& the Mythical True Value Metrolo y "er(er.ee& i&"$ecte) or other'i"e (eri%ie) to "$eci%ie) reBuire#e&t"+ Veri%icatio& o% co&%or#a&ce i" i& accor)a&ce 'ith the Buality $la& a&)Hor )ocu#e&te) $roce)ure"+ Mythical True Value Metrolo y ha" )eter#i&e) the a#ou&t a&) &ature o% recei(i& (eri%icatio&.a"e) o& the e0te&t o% co&trol e0erci"e) at the "u$$lier $re#i"e" a&) the recor)e) e(i)e&ce o% co&%or#a&ce $ro(i)e)+ Veri%icatio& o% $urcha"e) $ro)uct or "er(ice ."ol(e Mythical True Value Metrolo y o% the re"$o&"i. or Buali%ie) $er"o&&el to $er%or# the (eri%icatio&+ I% it e(er )oe" . 'here a$$ro$riate. reBuire#e&t" %or a$$ro(al or Buali%icatio& o% • $ro)uct a&)Hor "er(ice". • $roce)ure".y the ..eco#e a reBuire#e&t.e ree(aluate)+ Veri%icatio& o% $urcha"e) $ro)uct or "er(ice .ility to $ro(i)e acce$ta.le $ro)uct.i& the $ro)uct or)ere) i&clu)i& . &or 'ill it $reclu)e "u. are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ . a&) the cu"to#er )oe" &ot ha(e the %acilitie". • $roce""e".e re-e(aluate)+ Do'e(er.e u"e)+ All $urcha"i& )ocu#e&t" are re(ie'e) a&) a$$ro(e) to e&"ure the a)eBuacy o% "$eci%ie) reBuire#e&t" co&tai&e) i& the $urcha"i& )ocu#e&t" $rior to their relea"e+ #..y the cu"to#er+ All $ri&te) co$ie"..2 -ur'6asing Infor(ation Mythical True Value Metrolo y reBuire" that $urcha"i& )ocu#e&t" co&tai& )ata clearly )e"cri.y Mythical True Value Metrolo y at the "u$$lierG" $re#i"e" i" &ot reBuire) at thi" ti#e+ I% it e(er )oe" . thi" $roce"" 'ill . .. thi" )oe" &ot a. • eBui$#e&t.Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 30 o% 34 2013-11-11 #. #ea"ure#e&t "ta&)ar)".ratio& o% the i&"tru#e&t. a&) • $er"o&&el All a$$ro$riate a&) rele(a&t co&tract clau"e" ha(e . thi" $roce"" 'ill .eco#e a reBuire#e&t.u"to#er i" &ot reBuire) at thi" ti#e+ <uch (eri%icatio& 'oul) reBuire) recali."eBue&t reCectio& . a&) all reBue"t" %or e0ter&al "er(ice" or "u$$lie" i)e&ti%y the rele(a&t clau"e" to .ee& "u$$lie) to Mythical Airli&e" $urcha"i& )e$art#e&t.

.ee& )eli(ere)+ .eco#e a$$are&t o&ly a%ter the eBui$#e&t i" i& u"e or the "er(ice ha" .le+ The &ee) %or "$ecial $roce""e" i" co&%ir#e) or rule) out )uri& $ro)uct $la&&i& + <ee Quality -roce)ure Q. or reCecte) a" u&u"a. co)e". Mythical True Value Metrolo y 'ill (ali)ate a&y cali.e%ore %ir"t u"e a&) $erio)ically a" &ece""ary a" )eter#i&e) .riteria %or 'or*#a&"hi$ are "ti$ulate) i& the cleare"t $ractical ter#" u"i& 'ritte& "ta&)ar)".o&trolle) co&)itio&" i&clu)e the %ollo'i& ! • The a(aila.5100+ I% a$$lica. a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i.2 /ali$ation of -ro'esses for Calibration -ro&ision @or* $roce""e" (cali.4."eBue&t i&"$ectio& or te"ti& + All $ri&te) co$ie".le $o"t)eli(ery acti(itie"+ #."eBue&t #ea"uri& or #o&itori& + Thi" i&clu)e" a&y $roce""e" 'here )e%icie&cie" #ay .o#$lia&ce 'ith re%ere&ce "ta&)ar)".ratio&. )eli(ery.le.ratio& "er(ice i" that all o% the cu"to#erI" $ro)uct i" either (eri%ie) to . or #ea"ure#e&t "y"te# cha& e"+ The &ature o% a cali."er(e) )e%icie&cie". or illu"tratio&".ratio& $er"o&&el ha(e acce"" to a$$ro$riate $ro)uct "$eci%icatio&" i&%or#atio& a&) co&trol #ea"ure" at each "ta e o% the $roce""+ • Mo&itori& a&) co&trol o% "uita.1 Control of -ro$u'tion an$ Ser&i'e -ro&ision Mythical True Value Metrolo y i)e&ti%ie" a&) $la&" cali. i% &ece""ary.4. a&) a&y a$$lica.ratio& $roce)ure") are (ali)ate) .le $ro)uct characteri"tic" a&) $roce"" $ara#eter".ility a&) u"e o% #ea"uri& a&) #o&itori& )e(ice"+ • The a$$ro(al o% $roce"" a&) eBui$#e&t a" reBuire)+ • .e%ore relea"e.y Mythical True Value Metrolo y 'here the re"ult" ca&&ot . co&trol $la&".y Metrolo y 9& i&eeri& .e i& oo) 'or*i& or)er .e %ully (eri%ie) .le cali.ratio& $roce""e" that )irectly a%%ect Buality to e&"ure that the"e $roce""e" are carrie) out u&)er co&trolle) co&)itio&"+ The $la& i" #o)i%ie). are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ ."e&ce o% "uch i&"tructio&" coul) a)(er"ely a%%ect Buality+ • U"e o% "uita.ility o% i&%or#atio& that "$eci%ie" the $ro)uctHcali.le #ai&te&a&ce o% eBui$#e&t to e&"ure co&ti&ui& $roce"" ca$a. CA.a"e) o& re(ie' o% &e' cu"to#er reBuire#e&t"+ The"e $la&" are e0ecute) u&)er co&trolle) co&)itio&"+ .urre&tly there are &o "$ecial $roce""e" i& u"e .ali. a&) the a(aila.le 'or* e&(iro&#e&t+ • .ility+ • The i#$le#e&tatio& o% )e%i&e) $roce""e" %or relea"e.le o& the Mythical True Value Metrolo y "er(er.ratio& characteri"tic"+ • U"e o% )ocu#e&te) 'or* i&"tructio&" )e%i&i& the #a&&er o% cali.ratio& eBui$#e&t i& a "uita.0)RA&0O9 A9D S*R:0C* !RO:0S0O9 #. a" a$$ro$riate+ • <uita.e (eri%ie) .y "u. o. $ro%icie&cy te"t re"ult". 'here the a.y "u.ratio& a&) "er(ice $roce""e" 'here the re"ulti& out$ut ca&&ot .Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 31 o% 34 2013-11-11 (. re$re"e&tati(e "a#$le". a&)Hor )ocu#e&te) $roce)ure" a&) 'or* i&"tructio&"+ .

&u#.y )e%i&itio& &ot a$$ro$riate+ All $ri&te) co$ie".e u"e) 'he& a$$ro$riate+ • <i&ce all o$eratio&" are $er%or#e) o& u&iBue "i& le ite#".Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 32 o% 34 2013-11-11 Vali)atio& )e#o&"trate" the a. i&"$ectio& lo ". a&) "o %orth #ay al"o .) I$entifi'ation an$ Tra'eabilit% Mythical True Value Metrolo y e&"ure" that eBui$#e&t i& a 'or* $roce"" i" a)eBuately i)e&ti%ie) . tra(eler "heet".le+ &raceability @he& a&) to the e0te&t that $hy"ical tracea.ility i& thi" "e&"e re%er" to $hy"ically trac*i& a $ro)uct throu h the "er(ice $ro(i"io& $roce"" a&) &ot to #etrolo ical tracea.ratio& $roce""+ • . a&) cali. Mythical True Value Metrolo y 'ill e"ta.ility (i)e&ti%icatio& o% locatio& a&) "te$ i& the $roce"")+ 0dentification 9Bui$#e&t i" a)eBuately i)e&ti%ie) throu h all "ta e" . la. a&y #etho) relati& to a lot o% #ore tha& o&e ite# i" .ratio& are )i"$atche) or u"e) a" "er(icea. a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i. are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .y "uita.er $ro(i)e) .ility i" a "$eci%ie) reBuire#e&t.4.le #ea&" o% i)e&ti%icatio& are i& $lace throu hout the cali.le #ea&" throu hout the $roce""+ The )e$art#e&t al"o $ro(i)e" %or $hy"ical tracea.y #ea&" o% a Mythical Airli&e" $ro$erty ID &u#. te"t". a" a$$lica.y a& e0ter&al cu"to#er.le ite#"+ • <uita.le! • Buali%icatio& o% $roce""e"K • Buali%icatio& o% eBui$#e&t a&) $er"o&&elK • u"e o% )e%i&e) #etho)olo ie" a&) $roce)ure"K • reBuire#e&t" %or recor)"K • re-(ali)atio&+ #.le o& the Mythical True Value Metrolo y "er(er.ility o% the $roce""e" to achie(e $la&&e) re"ult"+ Mythical True Value Metrolo y )e%i&e" arra& e#e&t" %or (ali)atio&.er.er".o#$uter recor)" are the $ri#ary #ea&" o% i)e&ti%icatio& o% "tatu"+ • Mo. a" a$$lica. ta ".li"h a&) #ai&tai& )ocu#e&te) $roce)ure" %or the u&iBue i)e&ti%icatio& o% $ro)uct+ !#T"( Tracea. i&clu)i& the %ollo'i& .el". or the $ro$erty ID &u#.ility o% #ea"ure#e&t re"ult"+ 0nspection and &est Stat%s Mythical True Value Metrolo y i)e&ti%ie" the "tatu" o% the eBui$#e&t 'ith re"$ect to #ea"ure#e&t a&) #o&itori& reBuire#e&t" "$eci%ie)+ The i)e&ti%icatio& o% i&"$ectio& a&) te"t "tatu" i" #ai&tai&e) throu hout the $roce"" to e&"ure that o&ly eBui$#e&t that ha" $a""e) reBuire) i&"$ectio&".

4 -reser&ation of -ro$u't Mythical True Value Metrolo y $re"er(e" co&%or#ity o% eBui$#e&t 'ith cu"to#er reBuire#e&t" )uri& i&ter&al $roce""i& a&) )eli(ery to the i&te&)e) )e"ti&atio&+ Thi" i&clu)e" i)e&ti%icatio&.ratio& to "$eci%ie) reBuire#e&t"+ A)eBuately cali.ratio& i" a ree) u$o& a&) recor)e)K • are "a%e uar)e) %ro# a)Cu"t#e&t" that 'oul) i&(ali)ate the cali.e re%erre) to a" #ea"ure#e&t "ta&)ar)".le to the I&ter&atio&al <y"te# o% U&it"+ @here a$$lica.ratio& "ta&)ar)".ei& u"e) .. or la.ratio&K All $ri&te) co$ie".Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 33 o% 34 2013-11-11 #.e u&"uita. are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .5>>0 $ro(i)e" %or the $re"er(atio& o% eBui$#e&t Buality throu h all "ta e"+ (.rate) #ea"uri& a&) #o&itori& )e(ice" (#ea"ure#e&t "ta&)ar)") are u"e) a&) co&trolle) to $ro(i)e a""ura&ce that #ea"ure#e&t ca$a. )a#a e). or other'i"e %ou&) to .ility i" co&"i"te&t 'ith the #ea"ure#e&t reBuire#e&t".ratio& "er(ice"+ !#T" . a ai&"t )e(ice" tracea.e #a)e a&) "elect" the #ea"uri& a&) #o&itori& )e(ice" reBuire) to a""ure co&%or#ity o% cali. a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i.le to &atio&ally reco &i/e) "ta&)ar)"+ @here &o "uch "ta&)ar)" e0i"t.$ Control of 'onitorin" and 'eas%rin" Devices !#T" -( Thi" "ectio& a$$lie" to the cali. a&) $rotectio&+ Thi" al"o a$$lie" to the co&"titue&t $art" o% a&) acce""orie" %or a $ro)uct+ Quality -roce)ure Q. Mea"uri& a&) Mo&itori& De(ice" #ay al"o . cali. ha&)li& .4.a"i" u"e) %or cali.( I& thi" re"$ect. $ac*a i& .le o& the Mythical True Value Metrolo y "er(er.le %or %ollo'i& Mythical Airli&e"I e&eral cor$orate $olicie" o& co&%i)e&tiality+ The"e $olicie" a$$ly eBually to i&tellectual $ro$erty o% e0ter&al cu"to#er"+ #.le %or u"e i" recor)e) a&) re$orte) to the cu"to#er %or )i"$o"itio&+ . Mythical True Value Metrolo y e&"ure" that #ea"uri& a&) #o&itori& )e(ice"! • are cali. Custo(er -ropert% Mythical True Value Metrolo y e0erci"e" care 'ith cu"to#er $ro$erty 'hile it i" u&)er our co&trol or . the .u"to#er $ro$erty i&clu)e" i&tellectual $ro$erty (i&%or#atio& $ro(i)e) i& co&%i)e&ce) a&) $ro$rietary i&%or#atio&+ All $er"o&&el are re"$o&"i.4.rate) o& a )e%i&e) $erio)ic .ratio& a&) #ai&te&a&ce o% Mythical True Value Metrolo yG" o'& eBui$#e&t u"e) to $ro(i)e it" cali.a"i" a&) a)Cu"te) 'he& the &ee) i" i&)icate).le.oratory "ta&)ar)"+ All o% the"e ter#" are eBui(ale&t+ Mythical True Value Metrolo y i)e&ti%ie" the #ea"ure#e&t" to . a&) #ai&tai&" cu"to#er $ro$erty $ro(i)e) %or "er(ice+ A&y occurre&ce o% cu"to#er $ro$erty that i" lo"t. (eri%ie". $rotect". "tora e. a&) that #ea"ure#e&t re"ult" are tracea.y the or a&i/atio&+ The )e$art#e&t i)e&ti%ie".

ratio&.. a$$lica. are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ . the& &o %urther te"t" are reBuire) u&le"" a (er"io& u$ ra)e i" i&"talle) or a "*ille) o$erator ha" rea"o& to "u"$ect a $ro. a&) "tora eK cali."titute "ta&)ar) reBue"t #u"t . a&y "u. it i" (ali)ate) $rior to i&itial u"e+ :&ce the "o%t'are ha" .e out o% cali. #ai&te&a&ce.le #etho)olo ie" i&clu)i& "tati"tical tech&iBue"+ All $ri&te) co$ie".e reBue"te) a&) a$$ro(e) throu h Mythical Airli&e"I cor$orate Tooli& 9Bui(ale&cy $roce""+ The 'or* ca&&ot .1 Substitution of Test an$ Measure(ent E:uip(ent "se$ as Measure(ent Stan$ar$s @he& the #ea"ure#e&t "ta&)ar) calle) %or i& the cali.le#+ Quality -roce)ure Q.O/EMENT . MEAS" EMENT8 ANAL2SIS < IM.Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 36 o% 34 2013-11-11 • • • are $rotecte) %ro# )a#a e a&) )eterioratio& )uri& ha&)li& .e re%erre) to a" 2eBui(ale&t3 or 2alter&ate3 eBui$#e&t+ @he& the cali.ratio& $roce)ure )oe" &ot e0i"t or i" &ot a(aila.ee& (eri%ie) to %u&ctio& a" i&te&)e) (a" $art o% the recei(i& i&"$ectio& $roce"").7.e reBuire)+ The "u. a "u."eBue&tly %ou&) to ."titute eBui$#e&t #ay al"o .eneral Mythical True Value Metrolo y )e%i&e".#itte) to the #etrolo y e& i&eeri& "ta%% %or a$$ro(al a&) )ocu#e&tatio&+ .1 . e& i&e or co#$o&e&t #ai&te&a&ce )ocu#e&t co&trolle) . a&) i#$le#e&t" the #ea"ure#e&t a&) #o&itori& acti(itie" &ee)e) to e&"ure co&%or#ity a&) achie(e i#$ro(e#e&t+ Thi" i&clu)e" the )eter#i&atio& o% the &ee) %or.a"i"."titutio& #ay .5?00 $ro(i)e" a))itio&al ui)a&ce o& co&trol o% #ea"ure#e&t "ta&)ar)" a&) i#$le#e&t" thi" $olicy+ #.le o& a #ore or le"" $er#a&e&t .y the co&trolle) #ai&te&a&ce #a&ual $roce)ure" o% Mythical Airli&e". a&) u"e o%. $la&". a&) correcti(e actio& ta*e&+ @here "o%t'are i" u"e) to co&trol #ea"uri& a&) #o&itori& o% "$eci%ie) reBuire#e&t".e "u. or a& Air'orthi&e"" Directi(e.ratio& $roce)ure u"e) i" )ocu#e&te) i& a& aircra%t.ratio& re"ult" are recor)e)K ha(e the (ali)ity o% $re(iou" re"ult" re-a""e""e) i% #ea"uri& a&) #o&itori& )e(ice" are "u.le o& the Mythical True Value Metrolo y "er(er."titute %or the #ea"ure#e&t "ta&)ar) #u"t ..e acco#$li"he) u&til a$$ro(al i" )ocu#e&te) a&) recei(e)+ I& all other ca"e". a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i. a "u.

y e0ter&al co&tractor"+ The $ur$o"e o% the i&ter&al au)it i" to )eter#i&e 'hether the )e$art#e&tI" QM<! • co&%or#" to the reBuire#e&t" o% the <ta&)ar)K • i" .ility %or the acti(ity ..2 Internal Au$it Mythical True Value Metrolo y co&)uct" $erio)ic i&ter&al au)it". a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i.e $er%or#e) .4220 i#$le#e&t" thi" $olicy+ All $ri&te) co$ie".a"i" o% the "tatu" a&) i#$orta&ce o% the acti(ity to . the )e$art#e&t #ay arra& e %or the i&ter&al au)it %u&ctio& to .ei& e%%ecti(ely i#$le#e&te) a&) #ai&tai&e)+ I&ter&al Buality au)it" are $la&&e) a&) "che)ule) o& the .e au)ite)+ Trai&e) $er"o&&el i&)e$e&)e&t o% tho"e ha(i& )irect re"$o&"i.y other Buali%ie) $artie"+ 90a#$le" o% other Buali%ie) $artie" i&clu)e ..ility %or the area au)ite)+ Ma&a e#e&t $er"o&&el re"$o&"i.ut are &ot li#ite) to! • A e&t" o% the cu"to#er.rou ht to the atte&tio& o% the $er"o&&el ha(i& re"$o&"i.2.le o& the Mythical True Value Metrolo y "er(er.. or "che)ule" eBui(ale&t au)it" ."eBue&t au)it" (eri%y the e%%ecti(e&e"" o% the correcti(e actio&" ta*e&+ =e"ult" o% i&ter&al au)it" a&) the correcti(e actio& are "u.y Mythical Airli&e"I o'& i&ter&al Buality au)it )e$art#e&t+ The re"ult" o% the i&ter&al au)it" are )ocu#e&te) a&) .2. are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .#itte) %or #a&a e#e&t re(ie'+ Q.ollo'-u$ acti(itie" (eri%y a&) recor) the i#$le#e&tatio& o% the correcti(e actio&. "uch a" Mythical Airli&e"I o'& i&ter&al Buality au)it )e$art#e&t+ • I&)e$e&)e&t thir)-$arty or a&i/atio&". "uch a" a Buali%ie) co&"ulta&t or co&"ulti& %ir#+ • Quali%ie) i&ter&al au)itor" %ro# other )e$art#e&t" o% Mythical Airli&e"+ Mythical True Value Metrolo y curre&tly "che)ule" i&ter&al au)it" that are $er%or#e) . a&) clo"e out the au)it+ <u.ei& au)ite) carry out the au)it".tai&i& a&) u"i& thi" i&%or#atio&+ .e %ully a""ure).2 'onitorin" and 'eas%rement . thu" e&"uri& that au)itor" )o &ot au)it their o'& 'or*+ <i&ce Mythical True Value Metrolo y i" "o "#all that i&)e$e&)e&ce ca&&ot al'ay" .Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 3> o% 34 2013-11-11 . re$ort the (eri%icatio& re"ult".le %or the area ta*e ti#ely correcti(e actio& o& the )e%icie&cie" %ou&) )uri& the au)it+ .y other Mythical Airli&e" )e$art#e&t" or .1 Custo(er Satisfa'tion Mythical True Value Metrolo y #o&itor" i&%or#atio& o& cu"to#er "ati"%actio& a&)Hor )i""ati"%actio& a" o&e o% the #ea"ure#e&t" o% $er%or#a&ce o% the QM<+ The Buality #a&a er )eter#i&e" the #etho)" %or o.

. a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i.ility o% each $roce"" to "ati"%y it" i&te&)e) $ur$o"e+ <uita.ee& co#$lete) a&) the a""ociate) )ata a&) )ocu#e&tatio& are a(aila.li"he) a&) #ai&tai&" recor)" that $ro(i)e e(i)e&ce that eBui$#e&t ha" .) Monitoring an$ Measure(ent of -ro'esses Mythical True Value Metrolo y a$$lie" "uita. the $roce"" )e%i&e) i& the a$$lica.y the Buality $la& a&)Hor )ocu#e&te) 'or* i&"tructio&"+ 9(i)e&ce o% co&%or#ity 'ith the acce$ta&ce criteria i" )ocu#e&te)+ =ecor)" i&)icate the authority re"$o&"i. are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .ratio&".ee& i&"$ecte) a&)Hor te"te) a&) cali.ei& cali.le Mythical Airli&e" $olicy (out"i)e the "co$e o% thi" 8u"i&e"" Ma&a e#e&t <y"te#) i" %ollo'e)+ I& the ca"e o% eBui$#e&t o'&e) ..le o& the Mythical True Value Metrolo y "er(er.ratio& o% $reci"io& electro&ic te"t a&) #ea"uri& i&"tru#e&t"+ All $ri&te) co$ie". ha(e .le #etho)" are )eter#i&e) . the N$ro)uctN o% thi" or a&i/atio& i" the "er(ice o% $er%or#i& cali.ratio& authority re"$o&"i.. the cu"to#er i" &oti%ie) a&) the ite# i" retur&e) a" reCecte) 'ith the "$eci%ic )e%icie&cie" &ote)+ =ecor)" i)e&ti%y the cali.le %or the relea"e o% the eBui$#e&t+ .le a&) authori/e) u&le"" other'i"e a$$ro(e) .3 Control of 9onconformin" !rod%ct N:T9! A" &ote) i& "ectio&" 2+2 a&) 5 o% thi" 8u"i&e"" :$erati& Ma&ual.y a& e0ter&al cu"to#er.2. a&) other #etho)"+ .Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 3? o% 34 2013-11-11 .ee& carrie) out a&) that the re"ult" #eet "$eci%ie) reBuire#e&t"+ 9Bui$#e&t relea"e a&) "er(ice )eli(ery )oe" &ot $rocee) u&til all the "$eci%ie) acti(itie" ha(e .y the cali.rate) to (eri%y that reBuire#e&t" are #et+ Thi" i" carrie) out at a$$ro$riate "ta e" .le #etho)" %or #ea"ure#e&t a&) #o&itori& o% the reali/atio& $roce""e" &ece""ary to #eet cu"to#er reBuire#e&t"+ The"e #etho)" co&%ir# the co&ti&ui& a. $ro%icie&cy te"t". Monitoring an$ Measure(ent of -ro$u't The $ur$o"e o% Mythical True Value Metrolo y i" to #ea"ure a&) #o&itor the characteri"tic" o% the eBui$#e&t .2.ratio& $roce"" a&) #ay i&clu)e eBui$#e&t te"ti& a&)Hor i&"$ectio& a" reBuire) .610?+ The Buality $la& a&)Hor )ocu#e&te) $roce)ure" reBuire that all "$eci%ie) i&"$ectio&" a&) te"t" a&) cali. i&clu)i& tho"e "$eci%ie) o& recei$t or i& $roce"".le %or relea"e o% $ro)uct+ Mythical True Value Metrolo y carrie" out %i&al i&"$ectio& i& accor)a&ce 'ith the Buality $la& a&)Hor )ocu#e&te) $roce)ure" to co#$lete the e(i)e&ce o% co&%or#a&ce o% the %i&i"he) $ro)uctH"er(ice to "$eci%ie) reBuire#e&t"+ <ee Q..rate)+ The"e recor)" "ho' clearly 'hether the eBui$#e&t ha" $a""e) or %aile) accor)i& to )e%i&e) acce$ta&ce criteria+ @here the eBui$#e&t %ail" to $a"" a&y i&"$ectio&.y the cu"to#er+ Mythical True Value Metrolo y ha" e"ta.y Metrolo y 9& i&eeri& a&) #ay i&clu)e $roce"" co&trol chec*".

e #a)e+ Thi" i&clu)e" )ata e&erate) .2 Corre'ti&e A'tion Mythical True Value Metrolo y ta*e" correcti(e actio& to eli#i&ate the cau"e o% i)e&ti%ie) &o&co&%or#itie" i& or)er to $re(e&t recurre&ce+ .4>20 )e%i&e" reBuire#e&t" %or! • i)e&ti%yi& &o&co&%or#itie" (i&clu)i& cu"to#er co#$lai&t")K All $ri&te) co$ie".ility a&) e%%ecti(e&e"" o% the QM< a&) to i)e&ti%y i#$ro(e#e&t" that ca& . )ocu#e&tatio&. a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i..1 Continual I(pro&e(ent Mythical True Value Metrolo y $la&" a&) #a&a e" the $roce""e" &ece""ary %or the co&ti&ual i#$ro(e#e&t o% the QM<+ Mythical True Value Metrolo y %acilitate" the co&ti&ual i#$ro(e#e&t o% the QM< throu h the u"e o% the Buality $olicy. a&) %or &oti%icatio& o% the %u&ctio&" co&cer&e)K • a""i &i& re"$o&"i. $ro)uct a&) their tre&)"K • $er%or#a&ce o% "u$$lier"+ . "e re atio& ('here $ractical).ility %or the re(ie' a&) the authority %or )i"$o"itio& o% &o&co&%or#i& "er(iceK • correctio& o% &o&co&%or#i& "er(ice a&) re-(eri%icatio&Hcali.Cecti(e".le to $re(e&t u&i&te&)e) u"e or )eli(ery to the cu"to#er.ratio& o% the a%%ecte) eBui$#e&t a%ter correctio& to )e#o&"trate co&%or#ity (i% &ece""ary)K • ha&)li& o% &o&co&%or#i& "er(ice 'he& it i" )etecte) a%ter )eli(ery to the cu"to#er+ .y #ea"uri& a&) #o&itori& acti(itie" a&) other rele(a&t "ource"+ The )ata are a&aly/e) to $ro(i)e i&%or#atio& o&! • cu"to#er "ati"%actio& a&)Hor )i""ati"%actio&K • co&%or#a&ce to cu"to#er reBuire#e&t"K • characteri"tic" o% $roce""e".4 Analysis of Data Mythical True Value Metrolo y collect" a&) a&aly/e" a$$ro$riate )ata to )eter#i&e the "uita.orrecti(e actio&" are a$$ro$riate to the i#$act o% the $ro. are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .le o& the Mythical True Value Metrolo y "er(er. correcti(e a&) $re(e&ti(e actio& a&) #a&a e#e&t re(ie'+ . o.le#" e&cou&tere)+ Q. au)it re"ult". )i"$o"itio& o% &o&co&%or#i& "er(ice. e(aluatio&..Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 35 o% 34 2013-11-11 Mythical True Value Metrolo y e&"ure" that "er(ice $ro(i)e) 'hich )oe" &ot #eet reBuire#e&t" i" i)e&ti%ie).4.. 0mprovement .ee& )eli(ere)+ Thi" $olicy i" i#$le#e&te) i& Q. co&trolle) 'here $o""i. a&aly"i" o% )ata.4300+ Thi" $roce)ure i&clu)e" $ro(i"io&" %or! • i)e&ti%icatio&. a&) correcte) i% it ha" .4..

au)it re"ult". a&) all electro&ic co$ie" a&) (er"io&" e0ce$t the o&e acce""i.Mythical Airlines Mythical True Value Metrolo y Business #perating Manual -a e 34 o% 34 2013-11-11 • • • • • )eter#i&i& the cau"e" o% &o&co&%or#ityK e(aluati& o% the &ee) %or actio&" to e&"ure that &o&co&%or#itie" )o &ot recurK )eter#i&i& a&) i#$le#e&ti& the correcti(e actio&" &ee)e)K recor)i& re"ult" o% actio& ta*e&K re(ie' a&) e(aluatio& o% correcti(e actio& ta*e& to a""e"" it" e%%ecti(e&e""+ .le o& the i&te&tio&al a&) i" $urely coi&ci)e&tal+ Mythical True Value Metrolo y "er(er. a&) cu"to#er co#$lai&t" are a&aly/e) ("ee 4+6 a.) -re&enti&e A'tion Mythical True Value Metrolo y i)e&ti%ie" $re(e&ti(e actio&" to eli#i&ate the cau"e" o% i)e&ti%ie) $ote&tial &o&co&%or#itie" to $re(e&t i&itial occurre&ce+ A$$ro$riate "ource" o% i&%or#atio& "uch a" $roce""e" a&) 'or* o$eratio&" re"ult" 'hich a%%ect $ro)uct Buality.y! &raeme )2 $ayne AS Senior &ember. "er(ice re$ort".. Buality recor)". . co&ce""io&". or a&i/atio&. 4.i/ Thi" "1AM$L" #a&ual i" a re$re"e&tati(e ite# %or u"e a" a trai&i& ai) o&ly+ A&y re"e#. I&c+ 6660 @e"to& Dri(e <@. T AJ <y"te#".o(e) to )etect $re(e&ti(e actio& $o""i.Cect to #a&a e#e&t re(ie'+ + + + /"!'0 + + + Thi" "1AM$L" Buality #a&ual 'a" create) %or A<Q .la&ce to a&y real cor$oratio&.4>30 )e%i&e" reBuire#e&t" %or! • i)e&ti%icatio& o% $ote&tial &o&co&%or#itie" a&) their cau"e"K • )eter#i&atio& o% the "te$" &ee)e) to eli#i&ate i)e&ti%ie) cau"e" a&) co#$letio& o% the $re(e&ti(e actio& i#$le#e&tatio&K • recor)i& re"ult" o% actio& ta*e&K • re(ie' a&) e(aluatio& o% $re(e&ti(e actio& ta*e& to a""e"" it" e%%ecti(e&e""K • e&"uri& that rele(a&t i&%or#atio& o& actio&" ta*e&. <uite 8 Lil..ur& AA 30065-3141 U<A htt$!HH'''+ *"y"te#"+. .ilitie"+ -re(e&ti(e actio&" ta*e& are a$$ro$riate to the i#$act o% the $ote&tial $ro. are co&"i)ere) u&co&trolle) co$ie" u"e) %or re%ere&ce o&ly+ .T.4. i" "u. A. i&clu)i& cha& e" to $roce)ure". .le#"+ Q. . $olicie" or $roce)ure" i" &ot All $ri&te) co$ie".