IMS Manual

INTEGRATED MANAGEMENT SYSTEM MANUAL
DOC. #: TME-IMS-M-01 | Rev: 00 | Issued: March 2016

`
This is an official document of Thani Murshid Est. Printed copies without the original seal of the company is
“Uncontrolled Copy”.
pg. 2
REVISION HISTORY
Page # Description
1 Table of Contents
2 INTRODUCTION ......................................................................................................................... 7
3 PURPOSE AND QHSE MANAGEMENT SYSTEM .............................................................. 15
4 CERTIFICATION SCOPE ......................................................................................................... 16
4.1 EXCLUSION ....................................................................................................................... 16
5 ISSUE AND UPDATE ............................................................................................................... 16
6 GENERAL REQUIRMENTS ..................................................................................................... 16
7 PROCESS IDENTIFICATION AND INTERACTION ............................................................ 17
8 QHSE POLICY ............................................................................................................................ 18
8.1 MANAGEMENT COMMITMENT..................................................................................... 19
8.2 CUSTOMER FOCUS ......................................................................................................... 19
9 PLANNING .................................................................................................................................. 20
9.1 PLANNING FOR OCCUPATIONAL HEALTH & SAFETY HAZARD
IDENTIFICATION, ENVIRONMENTAL ASPECTS IDENTIFICATION AND RISK
ASSESSMENT AND CONTROL ................................................................................................. 20
9.2 SERVICE REALISATION & PROVISION ...................................................................... 22
9.2.1 PLANNING OF SERVICE REALISATION ............................................................. 22
9.2.2 PLANNING OF SERVICE PROVISION .................................................................. 22
9.2.3 PRODUCT /SERVICE REALIZATION.................................................................... 23
9.2.4 CUSTOMER RELATED PROCESS......................................................................... 24
9.2.5 DESIGN AND DEVELOPMENT .............................................................................. 25
9.2.6 PURCHASING ............................................................................................................ 26
9.2.7 PRODUCTION AND SERVICE PROVISION ........................................................ 26
10 LEGAL AND OTHER REQUIREMENTS............................................................................ 29
11 QHSE OBJECTIVES AND TARGETS ................................................................................ 29
12 QHSE MANAGEMENT PROGRAMS ................................................................................. 30
13 ORGANIZATIONAL STRUCTURE AND RESPONSIBILITY.......................................... 30
14 RESOURCE MANAGEMENT .............................................................................................. 31
14.1 TRAINING, AWARENESS, AND COMPETENCE ................................................... 31
14.2 INFRASTRUCTURE....................................................................................................... 32
14.3 WORK ENVIRONMENT ............................................................................................... 32
15 QHSE COMMUNICATION, PARTICIPATION & CONSULTATION ............................. 33
16 QHSE MANAGEMENT SYSTEM DOCUMENTATION ................................................... 33
17 DOCUMENT AND DATA CONTROL ................................................................................ 34
pg. 4
18 OPERATIONAL CONTROL.................................................................................................. 34
19 EMERGENCY PREPAREDNESS AND RESPONSE ........................................................ 35
20 PERFORMANCE MEASUREMENT AND MONITORING .............................................. 36
20.1 CUSTOMER SATISFACTION ...................................................................................... 36
20.2 MONITORING AND MEASUREMENT PROCESSES ............................................. 36
20.3 MONITORING AND MEASUREMENT OF PRODUCT........................................... 37
20.4 ANALYSIS OF DATA .................................................................................................... 37
21 EVALUATION of COMPLIANCE ........................................................................................ 37
22 ACCIDENTS, INCIDENTS, NON-CONFORMANCES AND CORRECTIVE &
PREVENTIVE ACTION ..................................................................................................................... 38
23 RECORDS AND RECORDS MANAGEMENT .................................................................. 38
24 QHSE MANAGEMENT SYSTEM AUDIT .......................................................................... 39
25 MANAGEMENT REVIEW ..................................................................................................... 40
26 CONTINUAL IMPROVEMENT ............................................................................................ 40
pg. 5
ABBREVIATION
QHSE Quality, Health Safety, Environment

IMS Integrated Management System Manual
IMSP Integrated Management System Procedure
CFT Cross Functional Team
FBF Feed-Back Form
CAPA Corrective And Preventive Action
GM General Manager
CEO Chief Executive Officer
HOD Head of the department
HR Human Resources
ISO International Organization for Standardization
IT Information Technology
TME Thani Murshid Establishment
TSL Technical Sales
TSR Technical Service
OFD Office Furniture Division
DIV Johnson Diversey
MR Management Representative
NC Non-Conformance
Is an existing process, policy, device, practice or other action that
acts to minimize risk and enhance positive achievement (note the
Control word control may also be applied to a process designed to provide
reasonable assurance regarding the achievement of an
organizational objective).
Frequency A measure of the number of occurrences per unit of time
Hazard A source of potential harm
Likelihood will be used as a general description of probability and frequency
Loss Any impacting consequence, adverse effect, financial or otherwise.
Probability A measure of a chance of occurrence expressed as a number
between 0 and 1(ISO/IEC defines probability as the extent to which
an event is likely to occur).
Residual Risk The chance of something happening that will give an impact on
organizational objectives.
Risk Analysis Systematic process to understand the nature of and to deduce
Risk Assessment The overall process of risk identification.
Risk Avoidance A decision not to become involved in or to withdraw from, as risk
Risk Criteria Terms of Reference by which the significance of risk is assessed.
Risk Evaluation Process of comparing the level of risk
Risk Identification The process of determining what, where, when and why and how
something could happen.
Risk Treatment The process of selection and implementation of measures to
modify/alleviate risk.
Stakeholders Individuals and the organizations (internal and external) who may
affect, be affected by or perceive themselves to be affected by a
decision, activity or risk.
pg. 6
2 INTRODUCTION
Thani Murshid Est. is a 100% local Company owned by the Heirs of the Late
Mr. Thani Murshid Al Rumaithy. Mr. Mohammed Thani Murshid Al Rumaithy is the
Chairman of the Company and Mr. Virendra Gulati its Chief Executive Officer
(CEO).
The Company has basically three divisions:
1. Office Furniture & Interiors Division
2. Technical Division
3. Diversey Division
Thani Murshid Est.’s (TME) business covers Trading as well as Contracting and
maintenance works in all divisions. TME is the sole agent for many of the
prestigious brands of equipment in each division. TME’s major clients include Oil
Companies, Govt. Departments, Defense and Private organizations.
Overall, the company has a staff of 106 and is founded on the principle of
providing high-quality professional services at competitive prices.
1. OFFICE FURNITURE & INTERIORS
TME has been in the Office Furniture Business for more than 35 years as a
successful Joint Venture Company between a prominent family Thani Murshid Al
Rumaithy and Unilever PLC until June 1995 operating in UAE under the name of
Thani Murshid Sons & African and Eastern Ltd. (LLC).
In July 1995, the Company’s Office Furniture Division and Technical Division (Air-
conditioning & Refrigeration) were bought over by the Heirs of Thani Bin Murshid
Al Rumaithy and started operating under the new Company Thani Murshid
Establishment in which name all the existing Principal Agencies are registered.
The entire staff of Technical and Office Furniture Divisions was also transferred
without any changes whatsoever.
Presently, Thani Murshid Est. has a strength of around 120 employees, out of which
around 20 Nos. staffs are engaged in the Office Furniture Business with 3 Nos.
Project Managers and 1 No. Retail Sales Manager with a team of 4 Nos. highly
professional outdoor Sales Consultants to cover Abu Dhabi & Alain markets. We
also have a team of 7 Nos. qualified and experienced Technicians who are well
versed and trained in the installation of Systems Furniture and Carpet Tiles.
We are one of the leading suppliers of Office Interiors / Furniture & Carpet Tiles.
We represent many of the world’s leading manufacturers of Office Furniture and
Carpets in UAE on an exclusive basis. Along with vast experience and a
professional approach, we have a Project Cell to support the clients in terms of
pg. 7
space planning / management with the latest CAD system. We also undertake
complete Turnkey jobs for Office Interiors.
Our client base in UAE includes various Oil Companies including ADNOC, ADGAS,
Total Fina Elf, Dolphin Energy Ltd., Banks including Abu Dhabi Commercial Bank,
National Bank of Abu Dhabi, Union National Bank, First Gulf Bank etc., Government
Departments, Ministries, Large Public Organizations including Abu Dhabi
Investment Authority, ADIC, NPCC, etc., Educational Institutions like Shk. Zayed
Pvt. Academy for Girls, UAE University, Zayed University, Higher Colleges of
Technology, Abu Dhabi Educational Zone, etc. various Embassies, Insurance
companies, Multinational & Private Companies like Lockheed Martin, Al Jaber Est.,
Emaar Properties, Al Futtaim Motors etc.
Our showroom is located in Abu Dhabi City Centre area (Khalifa Street, Banque
Paribas Building). Our Corporate Offices are located in Abu Dhabi Mina Free Port
area. We also have a Sales & Service Office cum Showroom in Al Ain city, which is
about 150 km from Abu Dhabi city and is part of Abu Dhabi Emirate. Our company
warehouses are in Mussafah, about 20 km from Abu Dhabi City Centre area. We
are enclosing a Product Portfolio Guide and our major client's list for our Office
Furniture Division, which lists the product ranges for which we are the Sole
Authorized Distributors in UAE.
2. TECHNICAL DIVISION
The Technical Division covers the sale, installation &

maintenance of Air Conditioning and Refrigeration
products, ALCAD Industrial Ni-Cd rechargeable
Batteries / Chargers and INSECT-O-CUTOR Hygiene/
Pest Control products.
TME is the agent for ALCAD – Sweden and INSECT-O-

CUTOR – UK and has been representing these brands
for several years. Being exclusive agents in Abu
pg. 8
Dhabi, TME has a ready stock of spare parts at all
times for efficient after sales service.
Air Conditioning and Refrigeration
TME’s technical division has experienced and professionally qualified staff for
undertaking design and installation of new HVAC projects as well as, maintenance
works on existing HVAC and Refrigeration equipment. It comprises of a team of
over 20 Nos. qualified and experienced engineers, supervisors and skilled
technicians with a wealth of knowledge and practical experience.
The maintenance division has a large number of Commercial buildings on regular

maintenance contracts besides Palaces, Oil drilling rigs, onshore and offshore
sites. TME is known for its leadership in Retrofitting of Refrigeration and Air
conditioning systems from CFC to and Ozone friendly refrigerants and has a team
of trained staff in safe handling of such products. We have successfully carried out
retrofitting for several Oil Companies and other organizations.
This workforce is complimented by a large fleet of vehicles and communication

network for a rapid response to installation works and maintenance calls. TME has
a fully well-equipped and large workshop in Mussafah capable of ductwork
manufacture, steel structures and complete overhaul or refurbishment of any size
of air conditioning unit also, smaller workshops in Meena Freeport area and Al Ain.
Battery & DC Systems
TME has been the sole registered local agent for

ALCAD – Sweden Ni-Cd Industrial Batteries for
more than 20 years. During the course of this
long and successful partnership, the business
has grown considerably. Today, ALCAD Nickel
Cadmium batteries are the preferred choice for
most of the well informed and professional
clients for their standby power systems and are
listed on the vendor’s list for almost all the major
projects. TME is deeply involved with the
electrical engineers, consultants from the pre-
tender stage of projects and co-ordinates with
them for the design, specifications, installation
and commissioning of AC/DC systems.
As part of the campaign to promote ALCAD Ni-Cd batteries in the region, TME in
association with ALCAD, conducts periodic seminars and training sessions on the
theoretical and practical aspects of Battery design, selection, and maintenance.
Such sessions have proven to be highly beneficial and are well appreciated by the
participants.
pg. 9
TME is registered as a supplier and installer for this product range with all Govt.
Departments, Oil Companies, Water and Electricity Departments, Defense and all
the major private companies.
Hygiene & Pest Control
TME has been the agent for INSECT-O-CUTOR -

UK, the electric flying insect killer for many
years. An experienced team has the facilities to
survey the client’s premises and offer the most
cost effective solutions for hygiene and pest
control.
Major agents
Other Agents
3. DIVERSEY
Suppliers of Stewarding, Personal Care, Housekeeping Laundry Hygiene Chemicals

and Related Services
Thani Murshid Est. is one of the leading Companies

in Abu Dhabi exclusively supplying the world famous
“DIVERSEY FOOD GRADE CLEANING CHEMICALS” as
well as Official Training providers for ESSENTIAL
FOOD SAFETY TRAINING of Abu Dhabi Food Control
Authority,
“With operations in more than 60 countries and customers in more than 160
countries, Diversey Inc. is a leading global provider of Cleaning and hygiene
solution to the institutional and industrial market. Diversey serves customers in
the lodging, food service, retail, healthcare, food and beverage sectors as well as
building service contractor’s worldwide”.
Diversey is a company with over 80 years of experience. Globally they employ

over 14,000 team members and successfully service more than 160 countries.
pg. 10
INDUSTRIES SERVED:
Lodging
Food Service and Catering
Building Service Contractors
Retail
Healthcare
Food & Beverage Manufacturers
Channel Partners
Institutional – Kitchen, Food & Beverage,

Laundry, Housekeeping, Building Care,
Health Care, Commercial Laundries,
Personal Care and Contract Catering.
Food - Beverage Industries, Food

Manufacturing / Processing Units, Dairy
and Poultry Farms, Processing Areas
and Hatcheries, Meat Processing Plants.
Consulting & Training - International

Food & Beverage Product Safety
Consulting, Hospitality Industry Food
Manufacturing, Retail & Distribution;
Hygienics'; Training and Auditing.
Diversey’s team of experts has in-depth experience and knowledge of cleaning,

hygiene and food safety management systems. Their competencies and skills are
complemented by an excellent Distributor network, throughout UAE.
This truly unique combination of professional capabilities and expertise helps

Diversey deliver a complete mix of solutions, for all your needs.
pg. 11
The Diversey product portfolio is extensive to cover global reach; however, this
enables us to build specific portfolios to meet local requirements. Through
investment in R&D, we will introduce every year, innovative systems to meet the
changing needs of our customers both locally and globally.
Globally, Diversey work alongside governments and international institutions

including the World Health Organization, Environmental Protection Agency, Joint
Institute for Food Safety and Nutrition, International Committee of Food Retail
Chains, International Association for Food Protection, Safe, Quality Food Institute,
World Wildlife Fund, The British Institute of Cleaning Science and The Global
Environmental Management Initiative.
Diversey is on the advisory committee to Dubai Municipality (Food Control Section,

Public Health Department) are corporate members of the Dubai Culinary Guild and
chair the UAE Professional Housekeepers Group.
Diversey along with Thani Murshid Est. are also one of the 3 Official Training
providers for ESSENTIAL FOOD SAFETY TRAINING OF ABU DHABI Food Control
Authority,
Within the United Arab Emirates, Diversey maintains three offices. The Jebel Ali
Free Zone office incorporates the regional team and a state of the art hygiene
training center. The Abu Dhabi Sales and Distribution office is run by Thani Murshid
Est. (TME) Diversey Division under the name Suma Chem LLC. provides the
operational service, delivery, and support for the Dubai and northern Emirates.
Diversey Gulf FZE is a100% owned company by Diversey Inc. The United States
of America
Diversey hold ISO 9001: 2008 and ISO 14001:2004 & BS OHSAS 18001:2007
certification
pg. 12
Key Personnel
Chief Executive Officer (CEO) Virendra Gulati
Admin Manager Ryan Pacheco
Sales/Design Manager P.K. Rao
Sr. Project Managers T. H. Raghuram
Service & Maintenance Manager Avinash Ithape
Sales Manager – Diversey Sambo Samarasinha
PR Manager Ibrahim Qawasmeh
Field and Maintenance Staff
Engineers 4
Supervisors/Foreman 9
Technicians 27
Assistant Technicians 19
Drivers 7
Organization Locations
Head Office/Warehouse Office Furniture Showroom

Mina Freeport Khalifa Street
Tel: 02-6732047 - Diversey Bank de Paribas building
Tel: 02 6732584 Sales Dept. Abu Dhabi
Shed66, Area 12, Abu Dhabi Tel: 02 6266222
Tel: 02 6732101 Service and Fax: 02 6265656, Email:
Maintenance tmeofd@emirates.net.ae
Fax: 02 6731498, Email:
tme@emirates.net.ae
Mussafah Workshops/Stores Al Ain Office
Plot M15 Sanaiya, Al Ain
Mussafah Freeport, Abu Dhabi Behind Toyota Showroom
Tel: 02 5554229 / 02 5559061, Tel/Fax: 03 7213930
Fax: 02 5542276
pg. 13
OUR MISSION:
a) Efficiently Plan, Install, Commission and maintain HVAC & R Systems in a

Reliable, Secure, Safe and Cost-effective manner
b) Provide a Total Office solution with Superior Quality, High Performance, and
Environmentally friendly products with Low Carbon footprint in the industry.
c) Provide an Innovative & Sustainable Commercial cleaning, Hygiene & Food

Safety solutions to all our clients ensuring Quality, Safety, Health and Environment
maintaining the National, Public, and Government interest.
As a Quality conscious organization, Thani Murshid Est. shall
Understand and meet the requirements of our customers, suppliers,

and Employees
Continually improve our processes, products, and services.
Conform to regulatory requirements and, applicable international
standards and codes.
Improve competencies of the Employees and provide opportunities
for growth.
Thani Murshid Est. Management is totally committed to the Quality Management

System program and expects all the Employee’s to be strictly guided by the
Systems, procedures, and processes laid down in our Integrated Management
System manual.
It shall be ensured that this QHSE Management System Policy is communicated to

personnel at all levels within the organization and to interested parties.
OUR VISION:
Thani Murshid Est. regards people as its most important asset. We are committed
to ensuring a Healthy and Safe Environment for all those working at, visiting our
sites and for all those living near our sites and wherever we operate.
Thani Murshid Est. is committed to meeting the needs of customers and clients in
an environmentally sound and sustainable manner, through continuous
improvement in the environmental performance of our products and services.
pg. 14
3 PURPOSE AND QHSE MANAGEMENT SYSTEM
This manual defines the scope of Thani Murshid Est. Quality, Occupational Health
& Safety, and Environmental Management System (QHSE) and provides a linkage
of system documents to the various elements of the OHSAS 18001:2007, ISO
14001: 2004 and ISO 9001:2008 standard.
The principal elements of the system described in this manual are:
General Requirements (ISO 9001:2008, ISO 14001: 2004 & BS

OHSAS 18001:2007)
QHSE Policy
Planning for OH&S Hazard, Environmental Aspects, and
identification of Risk /Impact Assessment & Control.
Legal and Other Requirements
QHSE Objectives and Targets
QHSE Management Programs
Organizational Structure and Responsibility
Training, Awareness, and Competence including Resource
Management
Communication Participation and Consultation
Document & Data Control
Operational Control (Product Realization)
Emergency Preparedness and Response
Monitoring and Measurement
Accidents, Incidents, Nonconformance and Corrective and
Preventive Action
Records
QHSE Management System Audit
Management Review
pg. 15
4 CERTIFICATION SCOPE
1. “Sales, Installation, After sales service and maintenance of HVAC
equipment.
2. Authorized distribution of cleaning chemicals from M/s Jonson Diversey,
Industrial grade Ni-Cd batteries from M/s Alcad and Electric Flying Insect
Killer equipment from M/s Insect O Cuter
3. Retail and wholesale supply and installation of office furniture and carpets”
4.1 EXCLUSION
No Exclusion
5 ISSUE AND UPDATE
The control of this Manual is in accordance with the Thani Murshid Est. QHSE
Document and Data Control. All copies of this manual not marked “CONTROLLED
DOCUMENT” are uncontrolled and should be used for reference purpose only.
Amendments to this manual will be issued by the QHSE Management

Representative or Designee following approval by the CEO/GM.
Applicable Procedure: QHSE Document and Data Control (TME- IMSP-01)
6 GENERAL REQUIRMENTS
Thani Murshid Est. has established documented and maintains a Quality,

Occupational Health & Safety, and Environmental Management System and
continually improves its effectiveness in accordance with the requirements of
OHSAS 18001:2007, ISO 14001: 2004 and ISO 9001:2008.
Thani Murshid Est.
Has identified processes needed for the QHSE and their applications
throughout the organization. These processes (per each
department within the scope) are identified in this IMS Manual.
Has determined the sequence and interaction of these processes.
This requirement is addressed through documented procedures for
each of the identified processes that are within the scope of Thani
Murshid Est. certification
Has determined criteria and methods needed to ensure that both
the operation and control of Integrated Management System
processes are effective
Has ensured the availability of resources and information necessary
to support the operation of these processes.
pg. 16
Has monitored, measured and analyzed these processes
Has implemented actions necessary to achieve planned results and
continual improvement of these processes.
The processes are managed by Thani Murshid Est.in accordance with the
requirements of OHSAS 18001: 2007, ISO 14001: 2004 & ISO 9001:2008
Company is outsourcing job activities as listed below:
Technical Sales Dept - outsources civil works and forklift services.
Technical Service Dept - outsources Fire Alarm System.
Office Furniture Dept - outsources civil works.
Johnson Diversey is not involved in any outsourcing process.
7 PROCESS IDENTIFICATION AND INTERACTION

Refer Annexure – C
pg. 17
8 QHSE POLICY
Thani Murshid Est. is committed to
1) Efficiently plan, install, commission and maintain HVAC & Refrigeration

systems in a reliable, secure, safe and cost effective manner.
2) Provide a total office solution with superior quality, high performance and
environmentally friendly products with a Low carbon footprint in the
industry.
3) Provide innovative & sustainable commercial cleaning, hygiene & food

safety solutions.
We aim at sustaining profitable growth through continual product

improvement, innovation and adapting to changing customer needs. We
will strive to reduce, recycle, and re-use the materials to minimize
environmental impacts and preventing injury, ill health, and pollution.
Thani Murshid Est. commits itself to:
Enhancing customer satisfaction

Utilize resources effectively
Comply with applicable Quality, Health, Safety and
Environmental legal and other requirements
Comply with applicable product related regulatory and
statutory requirements
Enhancement of employee health and well-being
Maintain Safe and Healthy work environment
QHSE management system implementation.
Setting, monitoring and reviewing of QHSE objectives and
targets.
Continual improvement in QHSE management systems
Providing quality products and services in a timely manner
Active participation, involvement and training of all employees.
TME is committed to communicating the policy to employees within the

organization and to other interested parties. The policy shall be subject to
periodical review to ensure its suitability, relevance, and appropriateness.
pg. 18
Reference Standard:
i) BS OHSAS 18001:2007 clause 4.2
ii) ISO 14001:2004 clause 4.2
iii) ISO 9001:2008 Clause 5.3
Applicable Procedure:
i) QHSE Consultation & Communication (TME-IMSP-18)
8.1 MANAGEMENT COMMITMENT
TME’s management has focused its responsibility to provide the customers with
proven quality services. Consequently, the management is committed to the
development and implementation of the QHSE Management System. The
continual improvement of the effectiveness of the system is ensured as follows.
The importance of meeting the customer requirements with Quality

product / service is communicated to all levels of the organization
Appropriate training in this regard is provided.
The quality policy is established and employees are made aware of the
policy and purpose of the organization.
Objectives are deployed throughout the company. The performance is
monitored periodically through:
1. Management reviews
2. QHSE audits
3. Periodic data analysis pertaining to budgets, targets, and quality

objectives which include QHSE performance measures, Customer complaints
analysis, etc.
Availability of resources is reviewed and ensured during the Management Review.

QHSE MR ensures that the personnel responsible for all functions / activities are
trained and competent. Appropriate and necessary resources are provided for
maintaining Quality Management System.
8.2 CUSTOMER FOCUS
At TME, all stated and implied Customer requirements are fulfilled to their
expectations, to achieve the customer satisfaction. QMS is established and
maintained:
pg. 19
To fully understand the stated and implied needs / expectations of the
customers at all stages of the Quality Management System processes.
To clarify the requirements which are not clear?
To plan and implement correction, corrective & preventive actions in case
of failure to understand the customer expectations in the company.
Reference Standard:
This is ensured as follows:
i) BS OHSAS 18001:2007 clause 4.2

ii) ISO 14001:2004 clause 4.2
Applicable Procedure:

ii) Customer Related Process (TME-IMSP- 19 TSL)
iii) Customer Related Process (TME-IMSP-20 TSR)
iv) Customer Related Process (TME-IMSP-21 OFD)
v) Customer Related Process (TME-IMSP-22 DIV)
9 PLANNING
9.1 PLANNING FOR OCCUPATIONAL HEALTH & SAFETY HAZARD
IDENTIFICATION, ENVIRONMENTAL ASPECTS IDENTIFICATION AND
RISK ASSESSMENT AND CONTROL
The Thani Murshid Est. CFT (Cross Functional Team) identifies the Occupational
Health & Safety, Hazards, and Risk Assessment & Controls. It also identifies
environmental aspects, which the facility controls and over which it may be
expected to have an influence, and determines which of those hazards are
considered significant.
The Hazard and Aspect Identification shall include the following as applicable by
the standard:
Routine and non-routine activities of all personnel having access to the

workplace (including contractors and visitors)
Human behavior, capabilities and another human factor
Identify hazards originating outside the workplace and capable of
adversely affecting the health and safety of people under the control of
the organization within the workplace
Hazards created in the vicinity of the workplace by the work-related
activities of the organization within the workplace
Infrastructure, equipment and materials at the workplace
Changes or proposed changes in the organization
pg. 20
Modification to QHSE management system including temporary changes,
and their impact on operations, processes, and activities
Any applicable legal obligation relating to risk assessment and
implementing necessary controls
The design of work areas, processes, installation machinery/equipment,
operating procedure and work organization including their adaptation to
human capabilities
The methodology for hazard identification and risk assessment ensures the
following:
Be defined with respect to its scope, nature and timing.

Provide for the classification of risks /impact and identification of those
that are to be eliminated or controlled by measures as defined in the
documented procedure.
Be consistent with operating experience and the capabilities of risk
/impact control measures employed
Provide input into the determination of facility requirements, identification
of training needs and/or development of operational controls.
Provide for the monitoring of required actions to ensure both the
effectiveness and timeliness of their implementation.
The logic used for evaluating hazards, environmental aspects and
consequences are based on risk assessment and relevant criteria from
which are derived numerical ranking and classification of risks in the
context of significant consequences.
In cases of new developments (projects), the impact on health and safety
are specifically addressed prior to critical decision points in projects to
ensure that risk levels are maintained to As Low As Reasonably Practicable
(ALARP).
Health & Safety hazard identification and Risk assessment & control are
carried out in accordance with documented procedure based on hierarchy
of control
Environmental aspects are identified & significance evaluated as per
documented procedure
The Organization shall ensure that the results of these assessments and
the effects of these controls are considered when setting OHS objectives.
This information is documented and kept up-to-date.
These aspects are reviewed at least annually by the Management or when there
is a new or changed process or activity at the facility. The Management
Representative maintains CFT minutes and other records.
pg. 21
9.2 SERVICE REALISATION & PROVISION
9.2.1 PLANNING OF SERVICE REALISATION
Planning of Service realization is carried out for all the processes and its sequential
activities are based on the organizational practices, IMS policy and IMS Objectives
which are consistent with the other processes of the IMS.
Planning for the Service realization includes the following:

IMS Policy is defined for the organization as a whole
The basic functional goals for all the processes are defined, necessary
documents and suitable resources are provided, which are specific to the
activities performed by each process. The functional goals are defined in
the concerned process measures (objectives).
The required verification, validation, monitoring, inspection activities,
acceptance criteria specific to the service requirements and records
needed to demonstrate the fulfillment of the product realization processes
are documented in the IMS manual and procedures.
 The IMS records and process specific records are established and
maintained.
Considering the above-mentioned points and the scope of TME’s activities,

following documents collectively form the IMS plan.
1. IMS Policy and IMS objectives

2. IMS Procedures.
3. Continual Improvements registered through audits, process measurement,
customer satisfaction enhancement, etc.
4. Management Review
5. Internal Audit
6. Non-Conformance, Correction, Corrective and Preventive Action
The procedures will be established when a new service is introduced or amended

when the existing practice undergoes a change. The scope of SFE may also be
changed accordingly. Separate documents are prepared based on the specific
service requirements and process requirements. This change will be cross-linked
in all related documents as a reference by the MR. This ensures that necessary
Document control is established as per IMS Procedure for Control of Documents.
9.2.2 PLANNING OF SERVICE PROVISION

TME, Services are planned and executed under controlled conditions to achieve
compliance with customers and internal requirements. These conditions are as
follows:
The availability of information that describes the characteristics of the

product / service
The availability of procedures in respective concerned.
The availability of Procedures / Work Instructions
pg. 22
Required equipment / machinery as suitable for the process
Required monitoring and measuring instruments / devices wherever
necessary
Methods for implementation of monitoring and measurement
The implementation of release, delivery, and applicable post-delivery
activities
Training requirements to individuals as applicable
Provision of necessary resources for execution of services to achieve
customer satisfaction.
At all stages of service realization, adequate controls are exercised to achieve

planned results.
TME has established and maintained documented procedures for inspecting and
testing by authorization of the documents by responsible persons. Any activity
found not conforming to TME standards will be identified and suitable correction
and corrective action will be initiated.
9.2.3 PRODUCT /SERVICE REALIZATION

Planning of product realization
All product/Service realization processes of Thani Murshid Est. are identified as

per Sequence Diagram, flowcharts and procedure manual. Planning of Service
realization is carried out for all the processes and its sequential activities are
based on the organizational practices, Quality policy and Quality Objectives
which are consistent with the other processes of the Quality Management
System.
Planning for the Service realization includes the following:

Quality Policy is defined for the organization as a whole
The basic functional goals for all the processes are defined, necessary
documents and suitable resources are provided, which are specific to the
activities performed by each process. The functional goals are defined in
the concerned process measures (objectives).
The required verification, validation, monitoring, inspection activities,
acceptance criteria specific to the service requirements and records
needed to demonstrate the fulfillment of the product realization processes
are documented in the Quality system manual and procedures.
The QMS records and process specific records are established and
maintained.
Considering the above-mentioned points and the scope of TME’s activities,

following documents collectively form the Quality plan.
Quality Policy and Objectives

Procedure Manuals as defined in clause 4.1 General requirements in this
manual.
pg. 23
Continual Improvements registered through audits, process measurement,
customer satisfaction enhancement, etc.
Management Review
Internal Audit
Non-Conformance, Correction, Corrective and Preventive Action
The procedures will be established when a new service is introduced or amended

when the existing practice undergoes a change. The scope of TME may also be
changed accordingly. Separate documents are prepared based on the specific
service requirements and process requirements. This change will be cross-linked
in all related documents as a reference by the MR. This ensures that necessary
Document control is established as per Quality Management System Procedure for
Control of Documents.
9.2.4 CUSTOMER RELATED PROCESS

Determination of requirements related to the product/service
TME is offering services as defined in the Scope based on the requirement received
from the customers. This is explained in the procedures, as described in clause 4.1
General requirements in this manual. Review of products related requirements is
detailed in documented procedures for contract review with the customers. The
coordination with customers to understand their exact requirements will be
effectively carried out by the authorized personnel of the concerned.
During the inquiry review stage, TME determines customer requirements as

follows:
a) Service requirements which are specified by the customer, including the

requirements for delivery and post-delivery activities,
b) Service requirements not stated by the customer but necessary for
specific use or intended use.
c) Obligations related to Service, including Statutory and regulatory
requirements
d) Any additional requirements as determined by organization
Review of Requirements related to products
The service requirements are reviewed prior to the commitment to the customer
as per the established procedures.
For Acceptance of orders / tenders or amendments (verbal or written) TME

ensures the following:
a) Service requirements are defined and unambiguous.

b) In case the customer does not provide any document specifying his
requirements, the service commitments will be confirmed before
acceptance of the order.
c) Contractor order or tender requirements which are different than the
existing types of services will be resolved before acceptance for execution.
pg. 24
d) The organizational ability to meet defined requirements will be reviewed.
The results of the review and subsequent follow-up actions are detailed in the
procedures.
Where service requirements are changed, TME ensures that the relevant
documents are amended and all concerned personnel is made aware of the
amendments by suitable means of communication.
Customer Communication
For the effective implementation to meet the requirements of our customers,

appropriate channels of communication are established. These are related to the
product information, inquiries and Service feedback including customer
complaints.
The various modes of communication used are
E- mail/Fax/Telephone
Brochures / Catalogues
Displays/Presentations
Customers meet, Seminars & Conferences etc.
Written / emailed complaints received from the customers are reported through
Nonconformance Report. Customer satisfaction survey is conducted at periodic
intervals to get the feedback of the services offered to access opportunities for
companywide improvements.
9.2.5 DESIGN AND DEVELOPMENT

TME is in the field of Installation for the last several years and established the
process with their own experience and concept of the same is demonstrated
through Quality management System Process for Design and Development in line
with ISO 9001:2008 requirement clause no: 7.3 Design & development activities
shall be as per applicable procedures or process flow charts and this procedure
demonstrate its commitment and method for,
Design & development planning

Design & development Input
Design & development Output
Design & development Review
Design & development Verification
Design & development Validation &
Control of design & development changes.
i) Ref; Design & Development Process TME–IMSP-23 TSL
ii) Ref; Design & Development Process TME–IMSP-24 OFD
pg. 25
9.2.6 PURCHASING
Purchasing process
TME ensures that the purchased product / service conform to specific purchase
requirements. The type and extent of control for purchases are defined and
exercised by the authorized personnel.
The supplies are purchased through tenders for specific periods. The suppliers are
selected through competitive tendering method. The selection, evaluation, and
suppliers qualification are evaluated during the process. The qualified supplier
would be awarded the tender.
Any other timely requirement will be purchased by collecting competitive

quotations from available sources and a comparative statement will be made.
Accordingly the supplier will be selected. New suppliers identified for regular
supplies (after the system effective date) are selected based on their ability and
credentials to supply as per the requirements. Criteria for selection and
performance evaluation are defined in the procedure for purchasing. This ensures
that the services purchased are up to the level of our quality specifications and
international standards.
Purchasing information
The purchasing information provided will essentially consist of criteria /

specifications required for acceptance.
The purchasing information / specification / required documentation / mitigation

of risks associated with the purchased product / extent of control if required
/warranty / any other requirements are reviewed by the authorized personnel for
adequacy before communicating to the supplier.
Verification of purchased product
The inspection and other associated activities required for implementation of the
system for verification of purchased product are defined and established. In case,
if any verification is required at the supplier’s premises, it would be carried out on
a case to basis.
9.2.7 PRODUCTION AND SERVICE PROVISION

Control of production and service provision
At TME, Services are planned and executed under controlled conditions to

achieve compliance with customers and internal requirements. These
conditions are as follows:
The availability of information that describes the characteristics of the
product / service
The availability of procedures in respective concerned.
The availability of Standard Operating Procedures / Work Instructions
Required equipment / machinery as suitable for the process
pg. 26
Required monitoring and measuring instruments / devices wherever
necessary
Methods for implementation of monitoring and measurement
The implementation of release, delivery, and applicable post-delivery
activities
Training requirements to individuals as applicable
Provision of necessary resources for execution of services to achieve
customer satisfaction.
At all stages of service realization, adequate controls are exercised to achieve

planned results as per the process measurement chart.
Thani Murshid Est. has established and maintained documented procedures for
inspecting and testing by authorization of the documents by responsible persons.
Any activity found not conforming to Thani Murshid Est. standards will be identified
and suitable correction and corrective action will be initiated.
Validation of processes for production and service provision
Products and services shall be verified with the requirement of interested parties
and legal requirement. Any deviation comes in services or products shall be
communicated to CEO/GM and rectify within the time frame. Products or services
which are meeting the requirement of interested parties will be approved by the
project manager or CEO/GM before realizing to interested parties.
Identification and traceability
All records generated as a result of the service delivery are identified suitably as
per the approved quality system. These records are traced by the project
information, client list, inquiry list, proposal list, and project follow-up status,
individual project files, vendor list files, technology partner’s files, agreements &
MOU. These would be traceable to customer’s documents / principal’s documents.
When projects are accustomed for execution, the identification is maintained by

customer’s name, activity ID, Job No, and date. These would be traceable by
means of customer’s order Number, QA reports, job completion reports, etc.
Customer property
The documents provided by the customers for processing are essentially treated
as customer property. These documents are stored, protected and maintained
against loss or damage till the customer is in the purview of our services.
Authorized personnel will verify customer’s documents before accustoming for
service.
In case if they are lost or damaged or otherwise not suitable for use either in full
or in part, Thani Murshid Est. will communicate it to the customer to initiate
suitable action.
pg. 27
Preservation of product
Thani Murshid Est. preserves its items such as Inspection Equipment’s,

Consumables & Miscellaneous Materials stationeries etc..,
All items are stored in their designated storage area upon acceptance and
approval of concerned person and Stores in charge. These items are properly
stored /handled according to handling specifications and applicable standards and
requirements to avoid and protect from deterioration or damage. Periodic
inspection of items in stock as well as the general condition of the storage area is
conducted to ensure that quality and orderliness is being maintained. Stores In-
charge is responsible for implementing this policy.
Conformity of service to customer requirements during internal processing is

maintained by proper handling and storage. All documents are stored in files
safely with proper storage facilities such as lockers, racks, etc., which are
adequately provided to all concerned. Electronic copies of documents are stored
in backups to enable safe handling and retrieval of information. An
acknowledgment of the customer is sought in applicable cases where safe delivery
matters. A copy of the delivered document will be kept safely for use when
necessary. These documents are suitably indexed date wise and stored safely in
a centralized archive as per the defined retention period.
Works would be handled carefully so as to prevent damages and losses. After the
work completion, a formal inspection by the QA concerned would be carried out
and the customer’s consent of acceptance will be obtained in the course of
delivery.
Control of monitoring and measuring devices
Based on the applicability, Thani Murshid Est. has defined and established
necessary methods for control of monitoring and measuring devices as per the
calibration schedule. For all applicable monitoring and measuring devices
following method is followed.
Instruments which require calibration are identified and listed.

The calibration frequency and methods are determined.
Acceptance criteria are defined which are traceable to either any
established external standards or internal specifications
Calibrated instruments are checked and verified against stated
requirements
Calibration status suitably identified on instruments
Safeguarded from adjustments / readjustments from
unauthorized personnel
All such instruments are protected from damage and
deterioration during handling, maintenance, and storage.
Records pertaining to these activities are maintained.
pg. 28
Reference Standard:
i) BS OHSAS 18001:2007 clause 4.3.1

ii) ISO 14001 Clause 4.3.1
Applicable Procedures:
i) Occupational Health, Safety, Hazards Identification and Risk Assessment &

Risk Control (TME -IMSP 12)
ii) Environmental Aspects, Impacts Identification and Significance Evaluation
(TME -IMSP 11)
10 LEGAL AND OTHER REQUIREMENTS

The Thani Murshid Est. has established a QHSE procedure for the purpose of
identifying, accessing and communicating legal, statutory, regulatory and other
requirements that are applicable to the facility and products/services.
Additional information is also available through legal publications. Local

regulations are identified, accessed and communicated by the QHSE /Management
Representative.
At least the QHSE Management Representative will review and update, at least
once in six months, the most current national, regional, local legal and other
requirements as applicable to Thani Murshid Est.
Reference Standard:
iii) BS OHSAS 18001:2007 clause 4.3.2

iv) ISO 14001:2004 clause 4.3.2
v) ISO 9001:2008 Clause 5.1 & 7.0
vi) Legal and other requirements
Applicable Procedures
i) Legal and other requirements & Evaluation of Compliance (TME -

IMSP P14)
11 QHSE OBJECTIVES AND TARGETS

The CFT (Cross Functional Team) has developed objectives and targets for
Occupational Health & Safety, Environmental, and Quality. The QHSE objective is
established at different functions and levels. These objectives and targets are
defined:
 The performance objectives (Investigate/study, control maintain,

or improve) for Occupational Health & Safety and each
Significant Environmental Aspect;
pg. 29
 The specific, quantified targets which define those performance
objectives; and
 The planned deadlines for the achievement of those targets.
Objectives and targets are developed considering significant Hazards/Aspect and

Risks / Impact, continual improvement, technological options and financial,
operational and business plans, and the views of interested parties. These
objectives are consistent with QHSE policy
Reference Standard:
i) BS OHSAS 18001:2007– clause 4.3.3

ii) ISO 14001 – clause 4.3.3
iii) ISO 9001: 2008 Clause 5.4.1
i) Objectives & Targets and Management programs.(TME -IMSP 16)

ii) Management Review (TME - IMSP 05)
iii) Annexure – B – QHSE Objectives
12 QHSE MANAGEMENT PROGRAMS

The CFT establishes Occupational Health & Safety, Environmental, and Quality
Management Programs as a means for achieving objectives and targets.
These programs define the principal actions to be taken, those responsible for
undertaking those actions and the scheduled times for their implementation.
The QHSE Programs are developed by the CFT and approved by the QHSE
Management Representative.
Reference Standard:
i. BS OHSAS 18001:2007– clause 4.3.3

ii. ISO 14001 – clause 4.3.3
iii. ISO 9001 Clause 5.4.1
i) QHSE Objectives & Targets and Management programs. (TME -IMSP 16)
ii) QHSE Management Review (TME –IMSP-05)
13 ORGANIZATIONAL STRUCTURE AND RESPONSIBILITY

QHSE management system roles, responsibilities, authorities, and accountabilities
are defined at relevant functions and levels within the organization.
The Thani Murshid Est. Management Team jointly provides the resources essential
to the implementation and control of the QHSE management system, including
pg. 30
training, human resources, specialty services, and financial resources, technical
and informational services.
The TME Management has appointed Mr. Sivarama Krishnan who is also a member
of the Management as the Management Representative, who irrespective of his
other responsibilities shall have defined authority and primary responsibility in
developing, establishing, communicating and maintaining the QHSE system in the
organization. (Ref. Job Descriptions, Competency Matrix, & Skill Matrix)
CFT Team provides routine QHSE support and reports directly to the QHSE
Management Representative.
With the overall aim of achieving customer satisfaction, Thani Murshid Est. shall
ensure that:
Customer’s expectations are determined and converted into

requirements
Customer’s requirements are fully understood and met
Customers’ satisfaction is enhanced.
Organization structure details in Annexure ‘A”.

Organization structure details in Annexure A1 (Technical Sales)
Organization structure details in Annexure A2 (Technical Services)
Organization structure details in Annexure A3 (Office Furniture Division)
Organization structure details in Annexure A4 (Johnson Diversey)
Organization structure details in Annexure A5 (Accounts)
Reference Standard:
i) BS OHSAS 18001:2007– clause 4.4.1
ii) ISO 14001 – clause 4.4.1
iii) ISO 9001: 2008 Clause 5.1, 5.2, 5.5.1, 5.5.2, 6.1
Nil
14 RESOURCE MANAGEMENT
14.1TRAINING, AWARENESS, AND COMPETENCE
The management will ensure that all personnel employed by the organization are
capable of carrying out the services shall be competent on the basis of appropriate
training, education, skill, and experience. Staff shall be recruited based on the
competency requirement via Form no Competency Matrix for the particular
position.
pg. 31
The Thani Murshid Est. identifies, plans, monitors and records training needs for
personnel whose work may create a significant impact on the Occupational Health
& Safety, Environmental, and Quality of the product.
The Thani Murshid Est. has a QHSE procedure to train employees at each relevant
function and level so they are aware of the QHSE policy, Safety Hazards, QMS
processes, their roles, and responsibilities in achieving conformance with the
policy and procedures, and with the requirements of the QHSE management
system.
The QHSE / MR are responsible for maintaining employee-training records and

reviewed on a scheduled basis.
14.2INFRASTRUCTURE
Thani Murshid Est. has determined time to time on need basis, provided, and
maintained the infrastructure to achieve QHSE requirements regarding (but not
limited) to the following:
Buildings, workspace and associated facilities such as air conditioners,

Refrigerators
Hardware and software such as office equipment (Need-based
maintenance carried out as required)
Inspection devices and equipment’s (Need-based maintenance carried as
required)
Communication facilities like telephone & fax machine.
Supporting services include transportation vehicles which are subject to
preventative maintenance based on usage, and also includes
communication and information systems
14.3WORK ENVIRONMENT
Thani Murshid Est. has defined and managed those human and physical factors of
the work environment needed to achieve conformity of the services, which shall
include:
Health and safety conditions such as availability of First Aid Kits, Fire
Extinguishers, sprinkler devices, smoke detectors & PPE’s as required for
the service.
Work methods as per the standard inspection procedure and work
instruction
Work ethics
Conducive working conditions free from hazards and aspects
Reference Standard:

ii) ISO 14001 clause 4.4.2
pg. 32
iii) ISO 9001:2008 Clause 6.2.2, 6.3, 6.4
i) QHSE Resource Management (TME –IMSP-42)
15 QHSE COMMUNICATION, PARTICIPATION & CONSULTATION

The Thani Murshid Est. has established and will maintain a procedure for internal
and external communication regarding Environmental aspects, pertinent OH&S
information, and QMS. These are communicated to and from employees and other
interested parties.
Thani Murshid Est. Provides media for internal and external communication, and
encourages participation of employees in identifying hazards, defining risk,
investigating incidents & accident and its action. Consultation includes safety
meeting, QHSE Risk and Impact Review, QHSE Review of Policies and Objectives,
QHSE Bulletin Boards, QHSE performance recognition etc.
Thani Murshid Est. will consult with relevant external interested parties for
matters of health and safety and its changes.
Reference Standard:

iii) ISO 9001:2008 Clause 5.5.3
16 QHSE MANAGEMENT SYSTEM DOCUMENTATION

Thani Murshid Est. QHSE documentation consists of QHSE Policy and Objectives &
Manual. This Manual identifies all documents and processes relevant to the QHSE.
A copy of QHSE documents, other than visual aids and records, can be obtained
from the QHSE Management Representative or Designee.
System Procedures, Guidelines & Work Instruction, and Forms are second and
third level documentation respectively.
Reference Standard:
i) ISO 14001 clause 4.4.4

ii) BS OHSAS 18001:2007 clause 4.4.4
iii) ISO 9001:2008 Clause 4.2.1, 4.2.2
pg. 33
Nil
17 DOCUMENT AND DATA CONTROL

Thani Murshid Est. has established a procedure for controlling all documents and
data related to the QHSE management system.
This procedure describes where documents can be located and how and when
they are reviewed.
The procedure ensures that current versions are available and that obsolete
documents are promptly removed from use or are suitably identified.
Controlled documents are obtainable from the Management Representative or

Designee.
Externally Generated Document - All externally generated documents determined

for planning, operation’s needs (standards, code … etc.) shall be controlled by
means of a list, indicating document title, document Id, and other available
information as applicable, via form External Origin Document and communicated.
All obsolete documents if retained, and shall be marked “Obsolete” and

controlled (by means of retrieval/destroying/separation/identification … etc.)
Reference Standard:

iii) ISO 9001:2008 Clause 4.2.3
i) Document and Data control (TME –IMSP-01)
18 OPERATIONAL CONTROL
The CFT is responsible for identifying operations and activities associated with
identified risks /Impacts required operational controls procedures and work
instructions.
The Operational Control procedures shall cover the key criteria necessary to
monitor the operation. Also, the procedures shall cover the situation where their
absence could lead to deviation from the established operational key performance
indicators.
pg. 34
Where required, these control measures shall be communicated to relevant
interested parties.
These Operational Control procedures shall define the mechanisms for the
establishment, implementation and maintenance of the QHSE Management
System and ensure that the system is maintained in accordance with the QHSE
policy and objectives and targets.
These Operational Control procedures are subject to periodical monitoring and

measurement at set intervals
Reference Standard:
i) BS OHSAS 18001:2007 Clause 4.4.6

ii) OHSAS 14001 Clause 4.4.6
i) General Requirement – Process Map

ii) Procedure for Hazard Identification, Risk Assessment & Risk Control
(TME –IMSP-12)
iii) Procedure for Performance Measurement & Monitoring (TME –IMSP-15)
iv) Environmental Aspect & Impact Identification and Significant
Evaluation (TME- IMSP 11)
v) Operational Control Procedure (TME- IMSP 17)
19 EMERGENCY PREPAREDNESS AND RESPONSE

Thani Murshid Est. has QHSE procedures to identify potential hazard and aspects
and respond to incidents and emergency situations, and for preventing and
mitigating the Occupational risk / environmental impacts that may be associated
with them.
Emergency response planning is a structured process, requiring arrangements to

be in place, which related to credible or likely, emergency scenario. The steps in
this process can be described to the identification of events which could lead to a
major accident involving fire or explosion and the identification of other events
which may require the evacuation or escape of personnel.
Emergency methods are reviewed by the CFT on an annual basis and after the
occurrence of accidents or emergency situations.
Reference Standard:
i) OHSAS 18001 clause 4.4.7

pg. 35
i) Emergency Preparedness and Response (TME -IMSP 10)
20 PERFORMANCE MEASUREMENT AND MONITORING

Thani Murshid Est. has established a procedure to monitor and measure QHSE
performance on a regular basis and key characteristics of its operations and
activities that can have significant Risk on Occupational Health and impact on the
environment.
This procedure includes calibration and maintenance requirements and ensures

that records will be retained
20.1CUSTOMER SATISFACTION
As one of the measurements of the performance of the Quality Management
System, the Organization has monitored information relating to the customer
perception as to whether the organization has fulfilled customer requirements.
Customer satisfaction is measured annually via analysis of any of the following
ways but not limited to:
Complaints,
Survey questionnaire,
Regular repetitive orders,
Meetings.
20.2MONITORING AND MEASUREMENT PROCESSES

Thani Murshid Est. monitors & measure quality performance through one or more
of the following ways but not limited to
Customer Feedback/Survey
Customer Complaints
Internal Audits
Management Review
Quality Objectives
Thani Murshid Est. monitors & measure HSE performance through one or more of
the following ways but not limited to
Compliance with legal and other requirements

EMS & OHSAS objectives & targets (Management Programs)
Accident /Incident Statistics
Operational Controls
Internal Audits
Management Review
pg. 36
The organization applies any of the above suitable methods for monitoring and
where applicable, measurement of the QHSE Management System processes
These methods shall demonstrate the ability of the processes to achieve planned
results. When planned results are not achieved, corrective action is taken, as
appropriate, to ensure conformity of the processes and improvement of the
processes.
20.3MONITORING AND MEASUREMENT OF PRODUCT
Thani Murshid Est. has developed the system to monitor the product performance
at different stages. This has been carried out as described in the documented
procedures. Regular inspection is carried out during execution of the activity and
inspection reports are being maintained. Process/Product performance includes
these inspection activities.
20.4ANALYSIS OF DATA
Thani Murshid Est. determines collects, and analyzes appropriate data to

demonstrate the suitability and effectiveness of the QHSE Management System
and to evaluate where continual improvement of the Management System can be
made. This includes data generated as a result of monitoring and measurement
of the various activities within the organization.
The analysis of data provides information relating to
Customer Satisfaction
Conformance to customers’ expectations
Characteristics and trends of processes including opportunities for
preventive action
Suppliers
Reference Standard:

iii) ISO 9001:2008 Clause 8.1, 8.2.1, 8.2.3, 8.2.4, 8.4
i) Internal Audits (TME - IMSP 04)

ii) Performance Measurement and Monitoring (TME - IMSP 15)
iii) Operational Control (TME - IMSP 17)
21 EVALUATION of COMPLIANCE
Thani Murshid Est. had established a QHSE Regulator and legal Compliance
Program.
pg. 37
Procedure outlines the requirements of the program and to periodically review
legal, and other requirement compliance and report results to management and
relevant authority as required.
Reference Standard:

iii) ISO 9001:2008 Clause 8.3, 8.5.2, 8.5.3
i) Legal and other requirements & Evaluation of Compliance Procedure

(TME-IMSP- 14)
22 ACCIDENTS, INCIDENTS, NON-CONFORMANCES AND

CORRECTIVE & PREVENTIVE ACTION
Thani Murshid Est. has a procedure for defining responsibility and authority for
handling and investigating accidents, incidents, non-conformances, for taking
action to mitigate impacts, and for initiating and completing corrective and
preventive actions.
Procedures shall require that all proposed corrective and preventive actions shall
be reviewed through the risk assessment process prior to implementation.
Any changes in procedures resulting from corrective and preventive actions are
implemented and recorded. The QHSE Management Representative maintains
these records.
Reference Standard:

iii) ISO 9001:2008 Clause 8.3, 8.5.2, 8.5.3
i) Accidents, Incidents, Non- conformances and Corrective & Preventive

Action (TME – IMSP 13)
ii) Procedure for Control of Non-Conforming Product (TME - IMSP 02)
23 RECORDS AND RECORDS MANAGEMENT

Thani Murshid Est. had established a procedure for the identification, maintenance
and disposal of QHSE and Quality Records as well as the results of audits and
reviews.
pg. 38
These records include training records and the results of audits and reviews.
They are readily retrievable and protected against damage, deterioration and
loss.
The Areas and Departments maintain their own QHSE records.
Record and document retention are also specified in the procedure.
A list of relevant quality records is provided in Master Records List.
Reference Standard:

iii) ISO 9001:2008 Clause 4.2.4
i) Control of Records (TME - IMSP 01)
24 QHSE MANAGEMENT SYSTEM AUDIT

Periodic system audits are conducted to ensure that the QHSE management
system has been properly implemented and maintained.
The results of these audits are maintained by the QHSE Management

Representative and copies are provided to management.
Audits are performed according to a planned schedule, which is based on the

importance of an activity, the results of previous audits and the audit schedule.
All auditors are trained and audit records are kept with the QHSE Management
Representative.
Reference Standard:
i) BS OHSAS 18001:2007 Clause 4.5.5

ii) ISO 14001 Clause 4.5.5
iii) ISO 9001:2008 Clause 8.2.2.
i) Internal Audits (TME - IMSP 13)
pg. 39
25 MANAGEMENT REVIEW
Thani Murshid Est. Management Team reviews all elements of the QHSE
Management System annually and/or as required to ensure its continuing
suitability, adequacy, and effectiveness.
Meeting Minutes record these reviews and are kept by the QHSE /MR or
designee.
The Management review shall review the possible need to change the policy,
objectives and other elements of the QHSE Management System, in the light of
QHSE audit results, changing circumstances and the commitment to continual
improvement. (Correct language)
Reference Standard:
i) BS OHSAS 18001:2007Clause 4.6

ii) ISO 14001 Clause 4.6
i) QHSE Management Review (TME - IMSP 05)
26 CONTINUAL IMPROVEMENT
The effectiveness and efficiency of all processes are continually improved by
review and analysis of the following data.
IMS policy / objective deployment

Audit results
Output of data analysis
Management reviews
Corrective actions
Preventive actions
Reference Standard:
i) BS OHSAS 18001:2007Clause
ii) ISO 14001 Clause
iii) ISO 9001:2008 Clause 8.5.1
Nil
pg. 40

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INTEGRATED MANAGEMENT SYSTEM MANUAL

DOC. #: TME-IMS-M-01 | Rev: 00 | Issued: March 2016

QHSE Quality, Health Safety, Environment

The Company has basically three divisions:

1. Office Furniture & Interiors Division

1. OFFICE FURNITURE & INTERIORS

The Technical Division covers the sale, installation &

TME is the agent for ALCAD – Sweden and INSECT-O-

Air Conditioning and Refrigeration

The maintenance division has a large number of Commercial buildings on regular

This workforce is complimented by a large fleet of vehicles and communication

Battery & DC Systems

TME has been the sole registered local agent for

Hygiene & Pest Control

TME has been the agent for INSECT-O-CUTOR -

Suppliers of Stewarding, Personal Care, Housekeeping Laundry Hygiene Chemicals

Thani Murshid Est. is one of the leading Companies

Diversey is a company with over 80 years of experience. Globally they employ

Institutional – Kitchen, Food & Beverage,

Food - Beverage Industries, Food

Consulting & Training - International

Diversey’s team of experts has in-depth experience and knowledge of cleaning,

This truly unique combination of professional capabilities and expertise helps

Globally, Diversey work alongside governments and international institutions

Diversey is on the advisory committee to Dubai Municipality (Food Control Section,

Chief Executive Officer (CEO) Virendra Gulati

Admin Manager Ryan Pacheco

Sales/Design Manager P.K. Rao

Sr. Project Managers T. H. Raghuram

Service & Maintenance Manager Avinash Ithape

Sales Manager – Diversey Sambo Samarasinha

PR Manager Ibrahim Qawasmeh

Field and Maintenance Staff

Head Office/Warehouse Office Furniture Showroom

a) Efficiently Plan, Install, Commission and maintain HVAC & R Systems in a

c) Provide an Innovative & Sustainable Commercial cleaning, Hygiene & Food

As a Quality conscious organization, Thani Murshid Est. shall

Understand and meet the requirements of our customers, suppliers,

Thani Murshid Est. Management is totally committed to the Quality Management

It shall be ensured that this QHSE Management System Policy is communicated to

The principal elements of the system described in this manual are:

General Requirements (ISO 9001:2008, ISO 14001: 2004 & BS

5 ISSUE AND UPDATE

Amendments to this manual will be issued by the QHSE Management

Applicable Procedure: QHSE Document and Data Control (TME- IMSP-01)

Thani Murshid Est. has established documented and maintains a Quality,

Thani Murshid Est.

Company is outsourcing job activities as listed below:

Technical Sales Dept - outsources civil works and forklift services.

Technical Service Dept - outsources Fire Alarm System.

Office Furniture Dept - outsources civil works.

Johnson Diversey is not involved in any outsourcing process.

7 PROCESS IDENTIFICATION AND INTERACTION

Thani Murshid Est. is committed to

1) Efficiently plan, install, commission and maintain HVAC & Refrigeration

3) Provide innovative & sustainable commercial cleaning, hygiene & food

We aim at sustaining profitable growth through continual product

Thani Murshid Est. commits itself to:

Enhancing customer satisfaction

TME is committed to communicating the policy to employees within the

i) BS OHSAS 18001:2007 clause 4.2

ii) ISO 14001:2004 clause 4.2

iii) ISO 9001:2008 Clause 5.3