QSM-001 - Quality Manual-1

Issue Date: March 14, 2018 Revision No.
: 00
QUALITY MANAGEMENT SYSTEM MANUAL
ISO 9001:2015
(QSM-001)
Prepared By: Approved By:
Head Of Operations General Manager
This manual is the property of:

SALEH AYED BALHARITH EST. (SAB)
COPYRIGHT
No part of this manual may be reproduced in any form by print, photocopy, microfilm or any other means wholly or in part or
disclosed to any person outside Saleh Ayed Balharith Est. (SAB) without the written permission of the Director.
March 2018
QSM-001 Page 1 of 25
Issue Date: March 14, 2018 Revision No. : 00
COMPANY VISION & MISSION STATEMENT
Vision
 To be the leader in our industry and the major player in each of our market segments.
Mission
 To meet the requirements and always strives to exceed the expectations of our Clients,
Shareholders and Employees.
 To overcome the external and internal issues associated with the organization’s Business and
Scope of work, and to fulfill all the relevant requirements.

Table of Contents
1.0 SCOPE 5
2.0 NORMATIVE REFERENCES 5
3.0 TERMS AND DEFINITIONS 5
4.0 CONTEXT OF SALEH AYED BALHARITH EST. 5
4.1 UNDERSTANDING THE CONTEXT OF SALEH AYED BALHARITH EST. 5

4.2 UNDERSTANDING THE NEEDS AND EXPECTATIONS OF INTERESTED PARTIES 5
4.3 DETERMINING THE SCOPE OF THE QUALITY MANAGEMENT SYSTEM 6
4.4 QUALITY MANAGEMENT SYSTEM AND ITS PROCESSES 6
5.0 LEADERSHIP 7
5.1 LEADERSHIP & COMMITMENT 7

5.2 QUALITY POLICY 8
5.3 ROLES, RESPONSIBILITIES AND AUTHORITIES 8
6.0 PLANNING 9
6.1 ACTIONS TO ADDRESS RISK AND OPPORTUNITIES 9

6.2 QUALITY OBJECTIVES AND PLANNING 9
6.3 PLANNING OF CHANGES 10
7.0 SUPPORT 10
7.1 RESOURCES 10
7.2 COMPETENCE 13
7.3 AWARENESS 13
7.4 COMMUNICATION 13
7.5 DOCUMENTED INFORMATION REQUIRED BY SALEH AYED BALHARITH EST. 13
8.0 OPERATIONS 17

8.1 OPERATIONS PLANNING AND CONTROL 17
8.2 REQUIREMENTS FOR SERVICES 17
8.3 DESIGN AND DEVELOPMENT 19
8.4 CONTROL OF EXTERNALLY PROVIDED PRODUCTS AND SERVICES 19
8.5 SERVICE PROVISION 20
8.6 RELEASE OF PRODUCTS AND SERVICES 22
8.7 CONTROL OF NON CONFORMING SERVICES 22
9.0 PERFORMANCE EVALUATION 23
9.1 MONITORING MEASUREMENT ANALYSIS AND EVALUATION 23

9.2 INTERNAL AUDIT 24
9.3 MANAGEMENT REVIEW 25
10.0 IMPROVEMENT 26
10.1 GENERAL 26
10.2 NON CONFORMITY AND CORRECTIVE ACTION 26
10.3 CONTINUAL IMPROVEMENT 27

1.0 SCOPE
This is the official Quality Manual of Saleh Ayed Balharith Est. (SAB), which describes the elements and
requirements of Quality Management System, and it is structured to comply with the requirements of ISO
9001:2015 standard. The Quality Management System is designed in order to demonstrate company capabilities
and commitment to deliver high quality services with consistency, which conforms entirely to the customer and
applicable statutory and regulatory requirements, thereby ensuring Customer satisfaction.
The Scope of the Quality Management System activities of SAB is of;
“Oil Field Heavy Hauling, Rig Moving, Equipment Rental and Leasing, General Contracting”.
2.0 NORMATIVE REFERENCES

 International Standard ISO 9001:2015 Quality Management System – requirements.
 International Standard ISO 9000:2015 Quality Management Systems- Fundamentals and vocabulary
 List of Quality Management System Procedures – Appendix-A
 Master Process Map – Appendix-B
 Quality Objectives – Appendix-C
 Organizational Chart – Appendix-D
 List of Forms – Appendix-E
 Terms & Definitions – Appendix-F
 Quality Policy – Appendix-G
 Health & Safety Policy – Appendix-H
3.0 TERMS AND DEFINITIONS

Terms and Definitions associated with this manual are mentioned in Appendix–F of this Quality Manual.
4.0 CONTEXT OF SALEH AYED BALHARITH EST.

4.1 UNDERSTANDING THE CONTEXT OF SALEH AYED BALHARITH EST.
SAB has established, documented, implemented and maintained the information in procedure # MR-QSP-004
for determining and evaluating the external and internal issues or factors relevant to its operating
environment (context), strategic planning and which affect its ability to achieve its objectives and intended
outcomes.
Information relevant to these external and internal factors is effectively maintained, considered while
managing the associated addressed risks and also monitored through defined mechanism in order to ensure
smooth and consistent business execution.
4.2 UNDERSTANDING THE NEEDS AND EXPECTATIONS OF INTERESTED PARTIES
SAB has established, documented, implemented and maintained the information in procedure # MR-QSP-004
for determining the interested parties relevant to its Quality Management System and the requirements of
these interested parties.
Information relevant to these external and internal parties is effectively maintained, reviewed and monitored
through defined mechanism in order to ensure smooth and consistent business execution.

4.3 DETERMINING THE SCOPE OF THE QUALITY MANAGEMENT SYSTEM
SAB has determined the boundaries and applicability of its Quality Management System while establishing its
scope. As documented in clause 01 of this Quality Manual, SAB scope of work is;
"General contracting for civil, mechanical & electrical works and other supporting services”.
While determining the Scope of work, SAB has considered the following;
 External & Internal issues associated with SAB business (refer to clause 4.1 of the Quality Manual).
 The requirements of relevant interested parties (refer to clause 4.2 of the Quality Manual), and
 The services of the organization (refer to clause 01 of the Quality Manual),
All the requirements of ISO 9001:2015 Standard are applicable to the SAB Scope of work. The scope of work is
effectively reviewed and maintained whenever required. This scope has stated the types of services being
delivered to the customers. SAB has addressed the requirements (clauses) of ISO 9001:2015 in this Quality
Manual and has focused on their effective implementation in order to ensure no effect on SAB ability or
responsibility to provide conformity of its services and to enhance Customer Satisfaction.
4.4 QUALITY MANAGEMENT SYSTEM AND ITS PROCESSES

SAB has established, implemented, maintained and continually improved its Quality Management System in
accordance with the requirements of ISO 9001:2015. For this purpose, SAB has determined the following;
a) Processes required for the Quality Management System and their application throughout the SAB,
b) Inputs required and the output expected from these processes,
c) Sequence and interaction between these processes,
d) Criteria and Methods needed to ensure the effective operation and control of these processes,
e) Resources needed for these processes and ensuring their availability,
f) Assigning the responsibilities and authorities for these processes,
g) Address the Risk and opportunities associated with the processes,
h) Evaluating these processes through a defined mechanism of monitoring, measurement and analysis
of processes performances and evaluating any changes needed to ensure that these processes
achieve their intended or planned results.
i) Improving the process of the Quality Management System.
SAB Quality Management System is structured to achieve a good internal management system and to get the
results of customer satisfaction and effective continual improvement.
SAB has maintained documented information wherever there is a need or requirement to have documented
information, either by this international standard “ISO 9001:2015” or by organization for its effective planning,
control and operation. Clause 7.5 of this Quality Manual has addressed requirements of Documented
Information.
As mentioned in clause 01, SAB has maintained Process Sequence and interaction in Master Process Map
(Process Interaction), Appendix-B of this Quality Manual.
SAB has maintained the list of QMS Procedures in Appendix-A of this Manual. Organization hierarchy is
established and maintained in Organization Chart, Appendix-D of this manual.

5.0 LEADERSHIP
5.1 LEADERSHIP & COMMITMENT
5.1.1 GENERAL
SAB Top Management has demonstrated effective leadership and commitment with respect to its Quality
Management System by ensuring the following;
a) Top Management has undertaken whole accountability for the effectiveness of the Quality
Management System.
b) Top Management has ensured that Quality Policy and Quality Objectives are documented,
implemented and maintained. The documented policy and objectives are made compatible with the
context and strategic direction of the organization.
c) Top Management has ensured integration of the Quality Management System requirements in to its
Business process through establishment of effective documentation structure (detailed in clause 7.5
of this manual).
d) Top Management has ensured the use of “Risk base approach” and “Process approach” through
effectively defining and promoting the SAB documentation structure.
e) Top Management is committed for continual improvement. Where training, new equipment,
additional support or personnel is needed, the management shall exert all efforts to acquire or hire
all essential resources.
f) Top Management has ensured that effective communication processes are established for
communicating the importance of effective Quality Management System and importance of
conformity to the Quality Management System requirements.
g) Top Management has ensured, via process for Quality Assurance, including Management Review
and Internal Audit, that its Quality Management System achieve its intended result.
h) Top Management has ensured that personnel at each level are effectively engaged, directed or
supported in order to demonstrate their contribution for the effectiveness of the Quality
Management System. This is ensured for example, via implementation of defined organization
hierarchy, assigned responsibilities and authorities and other monitoring parameters.
i) Top Management has emphasized on the promotion of continual improvement of its Quality
Management System through defined mechanism of monitoring and / or measurement.
j) Top Management has always encouraged and supported personnel on Management Roles for
demonstration of their leadership skills, within their area of responsibility.
5.1.2 CUSTOMER FOCUS

Top Management has ensured and committed that Customer requirements are determined and fulfilled
with the aim of attaining customer’s satisfaction. This includes company’s commitment to comply with
the requirements of work order contract / service suitability and conformity, safety and environmental
impact.
 Risk and opportunities that can affect conformity of services and the ability to enhance customer
Satisfaction are determined and addressed.

 The focus on enhancing Customer Satisfaction is maintained via defined mechanism of evaluating
Customer Satisfaction, as documented in Clause 9.1 of this Quality Manual.
5.2 QUALITY POLICY

5.2.1 ESTABLISHING THE QUALITY POLICY
SAB Top Management, as evidence of its commitment, has established, documented, implemented and
maintained via continuous review, a Quality Policy. The Quality Policy is documented in this Quality
Manual.
5.2.2 COMMUNICATING THE QUALITY POLICY

Top Management has ensured that this Quality Policy is communicated, understood, applied within the
organization and made available to interested parties via different defined means of communication. This
Policy is effectively reviewed at defined interval, within Management Review in order to ensure its
continuing suitability with respect to SAB Management System and its business needs.
5.3 ROLES, RESPONSIBILITIES AND AUTHORITIES

Top Management has ensured that responsibilities and authorities for relevant roles are assigned,
communicated and understood within the organization. SAB Organizational Chart (documented in Appendix-D
of this Quality Manual) pictorially represents the designations of personnel and their inter-relationships.
Functional roles of each division/department/unit, duties and responsibilities of personnel are clearly defined
in the Standard Operating Procedure, which is part of SAB QSM. The responsibilities of Top Management of
SAB are given below:
A. DIRECTOR
As vested to him by the Shareholders, the Director is responsible for providing resources for
establishment of Quality Management System, for customer satisfaction and improvement of internal
system, and shall pursuit and implements continual improvement in order to ensure effectiveness and
efficiency of Quality Management System.
He is also responsible for following;
 Final confirm and approve major annual plans and work.
 Establish Quality Policy and approve Quality Management Manual.
 Heads overall management review.
 Delegate QHSE Director to implement and maintain Quality Management System.
B. QHSE DIRECTOR
The Top Management of SAB has appointed QHSE Director, assigned for effective implementation of ISO
9001:2015 Quality Management System Requirements. The technical administration of this Quality
Management System is delegated who is vested on him the responsibility, authority and accountability for
all Quality Control and Assurance functions.
The QHSE Director on the performance of the Quality System including the needs for improvement. He
shall also communicate with the customers and other interested parties on the promotion of quality
awareness and matters pertaining to the Quality Program.
The responsibilities of the QHSE Director are given below:

 Ensuring that processes, needed for the Quality Management System, are established,
implemented and maintained and delivering their intended output.
 Reporting to Top Management on the performance of the Quality Management System and any
need for improvement.
 Ensuring the promotion of awareness of customer requirements throughout the organization
 Ensuring the integrity of the Quality Management System is maintained when changes to the
Quality Management System are planned and implemented.
6.0 PLANNING
6.1 ACTIONS TO ADDRESS RISK AND OPPORTUNITIES
SAB has established, documented, implemented and maintained the information, in procedure # MR-QSP-005
for determining the Risk and Opportunities associated with;
a) Determined External and Internal issues (Clause 4.1 of this Quality Manual).
b) Determined External and Internal interested parties and their needs and expectations (Clause 4.2 of
this Manual).
c) Each process of the Quality Management System.
The purpose of this procedure is to ensure provision of assurance that SAB Quality Management System can
achieve its intended results, enhance desirable affects, prevent or reduce undesirable affects and achieve
improvements.
6.2 QUALITY OBJECTIVES AND PLANNING

SAB has established and documented Quality Objectives at relevant functions, levels and processes needed of
the Quality Management System, in Appendix – C of this Quality Manual.
Documented Quality Objectives are;

a) Consistent with the Quality Policy,
b) Made Measurable,
c) Taking in to account applicable legal requirements,
d) Relevant to conformity of services and to enhancement of Customer Satisfaction,
e) Communicated and Monitored,
f) Reviewed (in Management Review at defined planned interval) and updates as necessary.
SAB has also established achievement plan for documented objectives, with in Appendix – C of this Quality
Manual. This achievement plan covers the following;

a) Actions to be taken for achievement of the objectives or the means by which objectives are to be
achieved.
b) Required resources.
c) Target time.
d) Responsible department / person.
e) Monitoring mechanism including frequency.
6.3 PLANNING OF CHANGES

When the organization determines the need for changes, SAB ensures that integrity of the Quality
Management System is maintained while planning and implementation of changes. This shall be carried out in
accordance with the planned arrangements, as mentioned in clause 4.4 (sub clause a to i).
7.0 SUPPORT
7.1 RESOURCES
7.1.1 GENERAL
The Top Management of SAB along with the concern Department Managers has determined and provided
the resources needed to implement and maintain the Quality Management System and continually
improve its effectiveness, and to enhance customer satisfaction by meeting customer requirements.
While determining the required resources, the organization has also considered risk associated with this
process, including;
 The capabilities of, and constrain on, existing internal resources
 And the requirements for outsourcing of resources from external providers.
7.1.2 PEOPLE
SAB has determined and provided the persons necessary for the effective implementation of its Quality
Management System and for the operation and control of its processes.
Man power requirements for each activity are determined and provided by the assigned Manager which is
further then further evaluated for adequacy.
To achieve its performance improvement objectives, SAB has encouraged the involvement of its personnel
by:
 Having continual training and awareness,
 Defining responsibilities and authorities,
 Ensuring effective & efficient teamwork,
 Communicating suggestions and opinions,
 Recognizing and rewarding.
7.1.3 INFRASTRUCTURE
SAB has determined, provided and maintained the infrastructure necessary for the operations of its
processes and to achieve conformity of its related services.

7.1.4 ENVIRONMENT FOR THE OPERATION OF PROCESSES
SAB has determined, provided and maintained the environment necessary for the operation of its
processes and to achieve conformity of services. The determined work environment covers Social,
Psychological and Physical factors, as addressed in Risk Assessment relevant to the working environment
process.
SAB personnel work, allocated by the customer. Prior to deployment of personnel, each one is briefed
thoroughly about the requirements of customers and applicable statutory and regulatory requirements
includes but not limited, to quality, health and safety and general workmanship safety orientation.
7.1.5 MONITORING AND MEASUREMENT RESOURCES

7.1.5.1 GENERAL
SAB has determined and provided the resources needed to ensure the valid and reliable results when
monitoring or measurement is used to verify the conformity of service to requirements. These
resources include;
a) Methods or 2nd / 3rd party reference standards used for monitoring of product to requirements.
b) Reference equipment used for monitoring or measurement purpose during inspection, testing
or any sort of verification.
c) Personnel with their specific competency relevant to the monitoring or measurement of any
specific process or service. For example, like Welder qualification requirements in Welding
process.
d) Any other resource related to Infra structure or Work Environment, needed to ensure valid and
reliable results.
SAB shall maintain appropriate documented information as evidence of fitness for the purpose of
monitoring or measurement resources.
7.1.5.2 MEASUREMENT TRACEABILITY
Where Measurement traceability is the requirement, SAB observes proper control of measuring and
test equipment, determines the monitoring and measurement to be undertaken and the monitoring
and measuring equipment needed to provide evidence of conformity of service to determined
requirements. It established processes to ensure that monitoring and measurement can be carried out
and are carried out in a manner that is consistent with the monitoring and measurement requirements.
To ensure valid results, measuring equipment;
a) are calibrated or verified, or both, at specified intervals, or prior to use, against measurement
standards traceable to international or national measurement standards; where no such
standards exist, the basis used for calibration or verification shall be retained as documented
information;
b) adjusted or re-adjusted as necessary;
c) have identification in order to determine its calibration status;
d) safeguarded from adjustments that would invalidate the measurement result;

e) Protected from damage and deterioration during handling, maintenance and storage.
Company’s Specialist Technicians or Third Party Calibration Lab is responsible for the calibration of all
test equipment. The QA/QC personnel shall ensure that only calibrated equipment is used in
inspection and testing operations.
List of measuring and test equipment shall be identified suitable to the need of the job specification.
Calibration shall be done against a certified reference standard whose accuracy is traceable to national
standard or obtained from independent reproducible standard. Calibrated test equipment shall be
provided with calibration status identification sticker or Tag. Defective equipment or those calibration
date had expired should be immediately segregated for appropriate action.
A list of Calibrated Measuring and Test Equipment shall be maintained showing the equipment
identification, serial number, the calibration dates and due dates.
7.1.6 ORGANIZATION KNOWLEDGE

SAB has determined and maintained the necessary knowledge specific to processes & competence for
personnel performing work requirements.
The knowledge is determined in terms of evaluation of personnel work experience for specified process,
at the time of hiring or at the time of transfer from one process to another. This is covered as part of
competency parameter itself which include other parameter like education, training, skill and experience.
7.2 COMPETENCE
SAB provides training or take other actions to achieve the necessary competence, evaluate the effectiveness
of the actions taken. Ensures that its personnel are aware of the Quality Policy and relevant Quality Objectives,
their contribution to the effectiveness of the Quality Management System including the benefits of improved
performance, the implications of not conforming to the Quality Management System requirements. Maintains
appropriate document information of education, training, skills and experience.
7.3 AWARENESS
All new employees of are required to undergo Induction training program to familiarize their job requirements
and the Management System. This program defined in such a way that new employee clearly understands the
channels of internal communications and System requirements. Through immediate superior or department
head, the Management conducts performance evaluation to each employee as their basis for giving increment
and regularization. The new employee will be evaluated on the basis of their performance by their immediate
superior or the department head prior to the completion of their probationary period of 3 months or prior to
their regularization.
7.4 COMMUNICATION
SAB exercises open internal communication at all functional levels of the Company with the active
participation of employees in the pursuit of effective and efficient support and core processes for attaining the

Company’s Quality Policies and Objectives. Meetings are held by Management which serves as a formal forum
of discussions on quality issues and/or improvements.
For External communication, SAB has defined or designated the responsibility for each relevant department.
External communication included communication to and or from external interested parties, such as;
 Communication to and / or from customer relevant to the contracted services, its feedback
including resolution of complains.
 Communication to and / or from external providers relevant to the purchased product.
 Communication to and / or from Regulatory bodies
Where ever required, organization shall retain documented information for internal and external
communications.
7.5 DOCUMENTED INFORMATION REQUIRED BY SALEH AYED BALHARITH EST.

7.5.1 GENERAL
SAB has established Quality Management System which includes documented information for Quality
Policy & Quality objectives and the structure of its documentation is in Four (4) levels to ensure that the
services provided By SAB conform to specified requirements and continually improves its effectiveness.
The structure of the QMS documented information is illustrated below and elaborated in the succeeding
paragraphs:
SALEH AYED BALHARITH EST. (SAB) QMS DOCUMENTATION STRUCTURE
Level 1:
Quality Manual
Level 2:
Quality Procedures
Level 3:
Quality Process Flow
Level 4:
QMS Forms
7.5.2 CREATING & UPDATING

Level 1 – Quality Management System Manual (This manual), as documented information, is introductory
describing SAB’s Quality Policy and objectives and broadly stating what are to be done to assure expected
quality of services.. The manual has covered all the requirements of the International Standard ISO
9001:2015. The Quality Manual also makes reference of the applicable Company’s Procedures.
Level 2 – SAB Procedures are the documented information which describe the overall procedures and
responsibilities for operating the Quality Management System (QMS) by all divisions/departments/units of
SAB to effectively implement each requirement of ISO 9001:2015 Standard. It covers the documented
procedures and records required by ISO 9001 and to include those other documents and records that may
be needed by SAB to ensure the effective planning, operation and control of its process.
Level 3 – Quality Process Flows are documented information, which describe the specific quality process.
Level 4 – Forms: These comprise the fourth level of the Quality System documentation. They are
generated and maintained as per the system requirements. They provide evidence that the quality system
has been implemented and maintained effectively. A detailed description of the system followed is
explained in Section 4.2.4 of this Quality Manual. The particular record to be generated and the standard
formats to be used are detailed under the relevant functional procedures.
7.5.3 CONTROL OF DOCUMENTED INFORMATION

As part of documented information, SAB maintains a documented procedure for control of documented
information. The details of the process of documentation including review, approval, changes and
distribution of document are found in the Procedures –Level ‘2’.
SAB adheres to the adequate control of documented information, is an essential requirement in the
pursuit of an efficient operation.
The QMS Manual distribution is divided into two (2) categories, i.e.:
a. Controlled Copies:
Controlled copies of the QMS Manual shall be stamped “Controlled Copy” in red and issued to the
authorized holders. Any changes in the Quality Manual affected by any revisions shall be
incorporated to the controlled copies issued.
The originals of the QMS documents are under the custody of QA / QC Head.
List of Controlled Copy holders are the following;
1. Director – Copy # 01
2. QHSE Director – Copy # 02
3. Library Copy – Copy # 03
b. Uncontrolled Copies:

Any photocopy of SAB QMS document is considered an “Uncontrolled Copy”.
A soft copy of the original Quality Management System Manual (in PDF format) is available at SAB
Portal.
7.5.3.1 DOCUMENTED INFORMATION CONTROL COVERAGE

Documented information subject to control can be in the form of hard copy or electronic media. SAB
ensure that documented information of external origin determined by the organization to be
necessary for the planning and operation of the Quality.
7.5.3.2 DOCUMENTED DISTRIBUTION CONTROL

Management System are identified and their distribution controlled. Documents cover but not
limited to the following:
 Department Functional Procedures
 Quality / Safety Programs/ Plans
 Specific Work Process Procedure.
 Maintenance/ Procedure.
 Industry Codes and Standards
 Engineering Standards and Specifications.
 Client Specifications.
 Materials Specifications.
 Change Orders / Contract Amendments
 Third Party Test and Inspection Reports
 External Audit Reports
a) SAB prevents the unintended use of obsolete documented information, and to apply suitable
identification to them if they are retained for any purpose.
b) While creating or updating any documented information, SAB ensures; proper identification and
description on the documented information, to have it in proper format and media and to have
proper review and approval for adequacy.
c) SAB has established a documented information in form of Procedure to define the controls
needed for the identification, storage, protection, retrieval, retention and disposition of
documented information. The Company’s documented information to be retained (Quality
Records) is described in Doc. No. MR-QSP-001, to include Final QA/QC documented information
comprising all Test and Inspection Certificates/Reports for a particular contract shall be treated
as documented information (quality records), a special type of documented information to
provide evidence of conformity to the requirements and effective operation of the Quality
Management System.
d) All documented information to be retained (quality records) shall be maintained and filed in an
orderly manner for a retention period as specified in contract agreement with customers.

e) Documented information retention shall be identified and marked with “Date of Destroy.”
Expiry of the retention period is described in Documented Information; Document no. MR-QSP-
001 (Clause 7.5). Periodical audits shall be conducted to ensure safety storage of the
documented information.
f) All company’s computers are protected with anti-virus program (i.e., MacAfee Virus Scan
Enterprise). Documented information in computer shall be retained or provided with backups.
8.0 OPERATIONS
8.1 OPERATIONS PLANNING AND CONTROL
SAB’s business starts with the identification/selection of prospective activity & preparation of pre-qualification
within the framework of its quality objectives.
SAB’s Business Development arm has a full knowledge of the company’s line of businesses and it has
established and maintains processes required for management and execution. Each processes were identified,
evaluated, planned, documented and controlled.
Inter-dependent Related documented information (such as Technical Services, Manpower, QA/QC, Purchasing,
etc.) shall maintain with proper coordination to achieve an effective and efficient operation for activity
realization to satisfy the customers and other interested parties.
To outline SAB operations, the following shall be considered:
 Determine and communicate significant features of the processes
 Define training requirements in the operation of processes
 Share skill and experience to every work group/section
 Measure and audit processes
 Analyze, review and improve the processes
 Ensure safety for all employees
SAB shall maintain and retain the documented information in order to have confidence that processes have
been carried out in planned manner and to demonstrate the conformity and relevant service to the defined
requirements.
When any change is required to be planned, SAB shall control such planned changes via re-evaluation of the
addressed risk associated with such changes and shall ensure that all the action are effectively planned and
implemented in order to mitigate any adverse effects.
SAB shall strive for continual improvement to provide satisfactory activity, to improve customer satisfaction
and confidence, to improve utilization of resources, to improve safety program and reduction of waste to
achieve more effectiveness and efficiency of processes.
To ensure continual improvement on activity realization, the company shall retain evaluation of existing
processes, revising Procedures and Work Instruction (as required) and providing appropriate resources.
8.2 REQUIREMENTS FOR SERVICES

8.2.1 CUSTOMER COMMUNICATION
SAB Management and its Department established a channel for communication with the organization and
externally with customer relating to:
 Service Information which is provided directly to customers including verbal and printed
information.
 Inquiries are handled by Sales & Marketing Department depending on the nature of the inquiry
or who made initial contact. Project Coordinator provides technical assistance and related
information as needed.
 SAB Management defines controls to address customer feedback and complaints. Customer
feedback is collected by Sales & Marketing Department for review and analysis and served as a
basis of necessary improvement to meet the required standard.
8.2.2 DETERMINING THE REQUIREMENTS FOR SERVICES

The company develops a system for customer requirements, which will be clarified as per the Sales &
Marketing Process Flow (SAL-QPF-001)
Customer requirements are determined by the Sales & Marketing Department. These requirements are
including the requirements specified by the customer for delivery services.
8.2.3 REVIEW OF THE REQUIREMENTS

Sales & Marketing Department of GULF HAULAGE RIG MOVE & OIL AND GAS COMPANY LTD. ensures that
the customer requirements are reviewed prior to the commitment for delivery of services to the customer
as per the scope of the Quality Management System.
Once the Inquiry / Tender Documents / Orders are received from the customer, these are reviewed by the
Sales & Marketing Department to ensure that the requirements are clearly and completely defined.
Upon review of the Customer requirements, Sales & Marketing Department coordinate with the
concerned functions to ensure the organization’s capability to deliver services as per requirement before
making the commitments to the customer.
Preparation of technical documentation and a cost calculation is done utilizing various functions within the
company. The offer is, together with the customer, reviewed and evaluated prior to signing the contract
agreement.
The customer is notified to ensure that the differences are resolved and the commitment are fully
understood and agreed upon by both parties. Records for any changes or cancellation of the contractual
requirements shall be maintained with the Sales & Marketing Department.
8.2.4 CHANGES TO REQUIREMENTS FOR SERVICES

SAB shall ensure that relevant documented information is amended, and the relevant persons are made
aware of the changed requirements, when any of the service requirements are changed.

8.3 DESIGN AND DEVELOPMENT
N/A
8.4 CONTROL OF EXTERNALLY PROVIDED PRODUCTS AND SERVICES

8.4.1 GENERAL
SAB ensures that externally provided products and service confirms to the requirements. The type and
extent of control applied to the external provider and the purchased product, shall be dependent upon
the effect of the purchased products on organization’s ability to consistently deliver confirming services to
its customers.
SAB shall retain documented information of selection, evaluation, re-evaluation and performance
monitoring of external providers and any necessary action arising from such evaluations.
8.4.2 TYPE AND EXTENT OF CONTROL

SAB ensures that such out sourced activities do not adversely affect its ability to consistently deliver
confirming services to its customers, by ensuring the following;
 Such outsourced activities remains within organization’s control.
 Controls related to the external providers and to the resulting output from the outsourced activities
are defined and effectively applied.
 Effectiveness of the application of control and potential impacts of the outsourced activities on SAB
ability to fulfill customer requirements is ensured.
8.4.3 INFORMATION FOR EXTERNAL PROVIDERS

SAB ensures the adequacy of the requirements prior to their communication to external providers. The
Procurement Department is responsible for the purchase of materials / products in compliance with the
products standards and specifications set forth by the customer.
Purchase Orders are prepared from the Purchase Requisitions, containing all relevant technical and quality
information.
Purchasing information, communicated to external provider, shall describe the requirements for
purchasing, including, where appropriate;
a) requirements for approval of product, procedures, processes, methods and equipment,
b) requirements for qualification of personnel,
c) SAB QMS requirements,
d) External provider interaction with the organization,
e) Controls and monitoring of the external providers’ performance to be applied by the Company,
f) Verification or validation activities that SAB, or its Customer, intends to perform at the external
providers’ premises.

Aside from SAB Inspectors and if stipulated in customer’s requirement/s, SAB allows customer’s
representative to have access to the supplier’s facilities to conduct verification to ensure that the
products conform to the specifications.
This however will not relieve SAB and the external providers of its obligations for any subsequent
rejection that may be found during inspection.
As an Integral part of the overall inspection and testing processes, the Material Management Plan shall
detail the requirement of receipt inspection, storage, preservation, traceability identification and
inventory control before it is released for service.
Documented information relevant to the Purchase Order shall be retained.
8.5 SERVICE PROVISION

8.5.1 CONTROL OF SERVICE PROVISION
SAB has established and maintained procedures, and plan actions to execute specific contract treated as a
whole activity works that requires documentation and pre-qualified program aimed to ensure controlled
conditions, preventing deviation during the stages of services and completion of the activity.
Controlled conditions shall include, as applicable,
a) The availability of documented information that describes the characteristics of the services or
the activities to be performed, and the results to be achieved.
b) the use of suitable infrastructure and environment for operation of its processes,
c) the availability and use of monitoring and measuring resources,
d) the implementation of monitoring and measurement activities at appropriate stages,
e) the appointment of competent persons, including any required qualification,
f) the validation, and periodic re-validation, of the ability to achieve planned results of the
processes for services provision, where the resulting output cannot be verified by subsequent
monitoring and measurement,
g) The implementation of actions to prevent human error.
SAB maintain the documented information required to justify the effective implementation of above
defined controlled conditions.
8.5.2 IDENTIFICATION AND TRACEABILITY

SAB maintains proper identification and documented information to every materials and products for any
specific contract job to ensure traceability and identification during the stages of installation.
The system of identification, marking and traceability shall be established and incorporated in the
Purchase Order (as appropriate) to form part of the specification attachment. This covers bulk materials,
fabricated items or finished products coming from the suppliers and subcontractors.
8.5.3 PROPERTY BELONGING TO CUSTOMERS OR EXTERNAL PROVIDERS

SAB shall exercise care with property belonging to Customers or External Providers (including, where
applicable, materials, components, tools and equipment, premises, intellectual property and personal
data) while it is under the Company’s control or being used by the organization.
SAB shall identify, verify, protect and safeguard customers’ or external providers’ property provided for
use or incorporation into the product.
If any customers’ or external providers’ property is lost, damaged or otherwise found to be unsuitable for
use, documented information shall be retained and reported to the customer or external provider on what
has occurred.
8.5.4 PRESERVATION
SAB properly identifies the product and adheres with the necessary handling procedure, storage,
packaging, protection and delivery of materials/products to its intended destination in order to maintain
conformity to the requirements as per the Material Management Plan. At every stage of process,
materials are handled according to company regulation to protect from damage and maintain its quality.
8.5.5 POST – DELIVERY ACTIVITIES

SAB ensures fulfillment of all requirements relevant to post-delivery activities agreed contractually with
the customer. While determining the extent of post-delivery activities that are required, SAB considers;
a) Statutory and regulatory requirements,
b) The potential undesirable consequences associated with its service,
c) The nature, use and intended life time of its product,
d) Customer requirements and
e) Customer feedback
8.5.6 CONTROL OF CHANGES DURING SERVICES

When any change is addressed, SAB shall review and control such changes, to the extent necessary to
ensure continuing conformity with the requirements.
SAB shall maintain documented information of such changes, including the results of the review of
changes, the person authorizing the changes and any necessary actions arising from the review of such
changes.
8.6 RELEASE OF PRODUCTS AND SERVICES

Evidence of conformity, as documented information, shall be affirmed and retained through test and
inspection during receipt of the materials, services processing and once completed. Result of inspection and
acceptance shall be retained as documented information in the QA/QC Department.
The product and services shall be monitored and measured based on:
 Client issued Non-Conformance Report (Client’s Standard NCR Form) and Internal Non-
Conformance Report.

 Weekly coordination meeting report.
 Complaints raised during regular coordination or special meetings with client recorded in the
minutes of meetings.
The release of services and products and delivery to the customer shall not proceed until the planned
arrangements have been satisfactorily completed, unless otherwise approved by a relevant authority and,
where applicable, by the customer.
8.7 CONTROL OF NON CONFORMING SERVICES

SAB maintains documented information in handling non-conformance to contract specification and/or
purchase order as observed during the course of QC inspection and after delivery or use has started. It deals
with non-conforming outputs in one or more of the following ways:
a) By taking action to eliminate the detected non-conformity;
b) By informing to customer where applicable and required;
c) By authorizing its use, release or acceptance under concession by a relevant authority and, where
applicable, by the customer;
d) By segregation, containment, return or suspension of provision of services.
e) By taking action appropriate to the effects, or potential effects, of the non-conformity when non-
conforming product is detected after delivery or use has started.
When non-conforming product is corrected it shall be subject to re-verification to demonstrate conformity to

the requirements.
Documented information shall be retained, covering following information;
 Description of Non-Conformity;
 Description of the actions taken;
 Describes any concession obtained;
 Identifies the authority deciding the action in respect of the Non-Conformity.
9.0 PERFORMANCE EVALUATION

9.1 MONITORING MEASUREMENT ANALYSIS AND EVALUATION
9.1.1 GENERAL
SAB has established and maintains documented systems in monitoring, measurement, analysis and
improvement processes to prove that conformity of the activity is in relation to the Quality System and
customer’s requirements.
a) Product Conformity
SAB ensures effective and efficient measurement; collection and validation of data to ensure the
finished activity conform to the requirements.

All completed services are subject for test and inspection at appropriate stages of processes, as
specified in the Quality Plan or required by customer specification.
SAB continually monitors its performance improvement actions and retains documented
information of its result. These data results from improvement activities shall be used as added
input during the Management Review Meeting. These provide information for improving the quality
of the activity and operational sequence.
b) Quality Management System Conformity
To ensure effective continual improvement, SAB has established and maintained documented
information for planning and implementing Quality Audits, to verify quality activities and relates
results comply with planned arrangements, and to determine the effectiveness of company’s Quality
System.
SAB shall identify the need for statistical techniques required for establishing, controlling or
verifying process capability and product characteristics, including the establishing and maintaining
documented information to implement and control the application of the statistical techniques.
c) Quality Management System Effectiveness
Satisfactory results from past services shall be the basis of analyzing the effectiveness of the Quality
System continual improvement.
Technical reports which features advance technology for effective processes shall be another source
of identifying the need of improvements.
Customer’s feedbacks and non-conforming reports shall be statistically analyzed to attain
appropriate information to implement corrective actions.
Test and Inspection results can be analyzed statistically to provide data suitable to the customer’s
requirement. Statistical analysis generated by the company will be released to the customer (if
required).
9.1.2 CUSTOMER SATISFACTION

SAB shall determine Customer Satisfaction through survey by providing questionnaire to the customer at
least once in a year to ensure service requirement is achieved.
Customer feedback (as indicator of Company’s performance) such as complaints, non-conformities,
performance indices, deficiencies including commendation for excellent performance are normally issued
to SAB in documented forms of communication / documented information i.e.:
a. Client issued Non-Conformance Report (Client’s Standard NCR Form)
b. Complaints raised during regular coordination or special meetings with client recorded in the
minutes of meetings.
c. Performance Indices report issued by Customer on monthly basis to SAB serves the basis of
knowing the degree of satisfaction of customer on Company’s performance.

d. Excellent Performance Rating included in the Customer’s website re: “Posting of Contractors
Name with Best Performance in completing the ahead of schedule, high quality and well
administered” (if available).
Where customer complaint is received, the QA/QC department and work services heads shall conduct a
thorough investigation to provide appropriate corrective actions to satisfy the conformity of the services.
9.1.3 ANALYSIS AND EVALUATION

SAB determines, collects and analyzed appropriate data to demonstrate the suitability and effectiveness of
the quality management system and to evaluate where continual improvement of the effectiveness
of the Quality Management System can be made. This shall include data generated as a result of monitoring
and measurement and from other relevant sources.
The results of data analysis shall be retained as documented information and shall be used to evaluate;
a) The degree of customer satisfaction,
b) Conformity of service,
c) The performance and effectiveness of the Quality Management System’
d) If planning has been effectively implemented,
e) The effectiveness of the actions taken to address risk and opportunities,
f) The performance of external providers,
g) The need for improvements to the Quality Management System.
9.2 INTERNAL AUDIT

SAB planned and conducted Internal Quality Audits for each functional area of the company at least once per
year in order to determine the compliance of the Quality Management System to the requirements of ISO
9001:2015 established by the organization, and is effectively implemented and maintained.
The company shall ensure all corrective actions and recommended improvements are effectively
implemented. Quality Planning shall also be flexible in order to allow changes in emphasis based on the results
and objectives evidence during the audit.
The audits and follow-up actions shall be carried out in accordance with documented procedures and
deficiencies found by the Auditor shall be notified to the relevant function. The Auditor will review the
deficiency; assess the corrective action suggested by an auditee and sign off the audit if satisfactory. The
Auditors shall be independent or impartial during the conduct of audit to the area they are assigned to audit.
Auditors shall not audit the area of his work assignment. The criteria and scope of the audit shall be defined
while managing the audit process.
Department/sections audited must ensure corrective actions are implemented within the specified time
frame.
Internal Audit Process shall be managed in accordance with the documented information for internal audit
process, maintained in MR-QSP-002. Documented information of the audits and its result shall be retained.

9.3 MANAGEMENT REVIEW
9.3.1 GENERAL
SAB Management reviews its Quality Management System at least once in a year, as per maintained
documented Information # MR-QSP-003, to ensure its continuing suitability, adequacy and effectiveness.
This review meeting includes the opportunities for improvement and the need for the changes to the
Quality Management System. It also includes the review of quality policy and quality objectives.
This review being conducted by the Management Committee chaired either by the Director or by
department heads, process owners for the purpose of reviewing and ensuring the continuing suitability
and effectiveness of the Quality Management System.
9.3.2 MANAGEMENT REVIEW INPUTS

Review inputs shall evaluate efficiency as well as effectiveness of the SAB Quality Management System to
sustain and maintain a continual improvement program of the Quality Management System.
All approved decisions or actions are programmed for implementation including but not limited to:
a) Results of the audits, (Internal & External),
b) Changes in External and Internal issues that are relevant to the Quality Management
System,
c) Customer feedback, (Complaints & Satisfaction Survey),
d) Process performance and service conformity,
e) Status of correction and corrective actions,
f) Follow-up actions from previous management reviews,
g) The performance of external providers,
h) The extent of which Quality Objectives have been met,
i) The adequacy of the resources,
j) The effectiveness of the actions taken to address risks and opportunities,
k) Changes that could affect the Quality Management System including any change in relevant
applicable regulatory and statutory requirements, and
l) Opportunities for improvement.
9.3.3 MANAGEMENT REVIEW OUTPUTS

The output from the management review shall include any decisions and actions related to:
a) Improvement of the effectiveness of the Quality Management System and its processes,
b) Improvement of services related to customer requirements, and
c) Resource needs
Documented information, as evidence of the results of Management Review, shall be retained.
10.0 IMPROVEMENT
10.1 GENERAL

SAB, in consideration to commitment for continual improvement, demonstrated in the Quality Policy,
continually improves the system in order to meet customer requirements and to enhance customer
satisfaction. This shall be carried out through the use of the Quality Policy, Quality objectives, audit results,
analysis of data, corrective actions and management reviews.
SAB considers the results of the analysis and evaluation, and the outputs from the Management review, to
determine if there are needs or opportunities, which shall be addressed as part of the continual improvement.
10.2 NON CONFORMITY AND CORRECTIVE ACTION

When any Non-Conformity occurs, including any arising from complaints, SAB establishes implements and
maintains documented information to initiate corrective and corrective actions for conditions adverse to
quality. The documented information is maintained in Documented Procedure # MR-QSP-002. SAB retains the
documented information of any raised Non-Conformity and results of the corrective action.
This Corrective Action Procedure defines the requirements for:
a) reviewing non-conformities (including customer complaints)
b) determining causes of non-conformities
c) evaluating the need for action to ensure that non-conformities do not recur
d) updating the risks and opportunities determined during planning, if necessary
e) determining and implementing the action needed
f) records of the results of action taken
g) Review the effectiveness of corrective action taken.
h) Addressing changes to the Management System if necessary or required as part of addressed
corrective action.
10.3 CONTINUAL IMPROVEMENT

SAB in consideration to commitment for continual improvement, demonstrated in the Quality Policy,
continually improves the system in order to meet customer requirements and to enhance customer
satisfaction. This shall be carried out through the use of the Quality Policy, Quality objectives, audit results,
analysis of data, corrective actions, opportunities for improvements and management reviews.
SAB considers the results of the analysis and evaluation, and the outputs from the Management review, to
determine if there are needs or opportunities, which shall be addressed as part of the continual improvement.
 THE END 

QSM-001 - Quality Manual-1

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Issue Date: March 14, 2018 Revision No.

QUALITY MANAGEMENT SYSTEM MANUAL

QUALITY MANAGEMENT SYSTEM MANUAL

Prepared By: Approved By:

Head Of Operations General Manager

This manual is the property of:

QUALITY MANAGEMENT SYSTEM MANUAL

COMPANY VISION & MISSION STATEMENT

QUALITY MANAGEMENT SYSTEM MANUAL

2.0 NORMATIVE REFERENCES 5

3.0 TERMS AND DEFINITIONS 5

4.0 CONTEXT OF SALEH AYED BALHARITH EST. 5

4.1 UNDERSTANDING THE CONTEXT OF SALEH AYED BALHARITH EST. 5

5.1 LEADERSHIP & COMMITMENT 7

6.1 ACTIONS TO ADDRESS RISK AND OPPORTUNITIES 9

QUALITY MANAGEMENT SYSTEM MANUAL

9.0 PERFORMANCE EVALUATION 23

9.1 MONITORING MEASUREMENT ANALYSIS AND EVALUATION 23

QUALITY MANAGEMENT SYSTEM MANUAL

2.0 NORMATIVE REFERENCES

3.0 TERMS AND DEFINITIONS

4.0 CONTEXT OF SALEH AYED BALHARITH EST.

QUALITY MANAGEMENT SYSTEM MANUAL

4.4 QUALITY MANAGEMENT SYSTEM AND ITS PROCESSES

QUALITY MANAGEMENT SYSTEM MANUAL

5.1.2 CUSTOMER FOCUS

QUALITY MANAGEMENT SYSTEM MANUAL

5.2 QUALITY POLICY

5.2.2 COMMUNICATING THE QUALITY POLICY

5.3 ROLES, RESPONSIBILITIES AND AUTHORITIES

QUALITY MANAGEMENT SYSTEM MANUAL

6.2 QUALITY OBJECTIVES AND PLANNING

Documented Quality Objectives are;

QUALITY MANAGEMENT SYSTEM MANUAL

6.3 PLANNING OF CHANGES

QUALITY MANAGEMENT SYSTEM MANUAL

7.1.5 MONITORING AND MEASUREMENT RESOURCES

QUALITY MANAGEMENT SYSTEM MANUAL

7.1.6 ORGANIZATION KNOWLEDGE

QUALITY MANAGEMENT SYSTEM MANUAL

7.5 DOCUMENTED INFORMATION REQUIRED BY SALEH AYED BALHARITH EST.

Quality Process Flow

QUALITY MANAGEMENT SYSTEM MANUAL

7.5.2 CREATING & UPDATING

7.5.3 CONTROL OF DOCUMENTED INFORMATION

QUALITY MANAGEMENT SYSTEM MANUAL

7.5.3.1 DOCUMENTED INFORMATION CONTROL COVERAGE

7.5.3.2 DOCUMENTED DISTRIBUTION CONTROL

QUALITY MANAGEMENT SYSTEM MANUAL

8.2 REQUIREMENTS FOR SERVICES

QUALITY MANAGEMENT SYSTEM MANUAL

8.2.2 DETERMINING THE REQUIREMENTS FOR SERVICES

8.2.3 REVIEW OF THE REQUIREMENTS

8.2.4 CHANGES TO REQUIREMENTS FOR SERVICES

QUALITY MANAGEMENT SYSTEM MANUAL

8.4 CONTROL OF EXTERNALLY PROVIDED PRODUCTS AND SERVICES

8.4.2 TYPE AND EXTENT OF CONTROL

8.4.3 INFORMATION FOR EXTERNAL PROVIDERS

QUALITY MANAGEMENT SYSTEM MANUAL

8.5 SERVICE PROVISION

8.5.2 IDENTIFICATION AND TRACEABILITY

8.5.3 PROPERTY BELONGING TO CUSTOMERS OR EXTERNAL PROVIDERS

QUALITY MANAGEMENT SYSTEM MANUAL