QMM-01 Quality Manual For ISO 9001 - Real Estate

Document title Rev: Date
QMS Manual 0 09-07-2019
ISO 9001:2015 Quality Management System (QMS)
Prepared by Reviewed by Approved by

Designation Office Secretary/MR Chief Financial Officer MD
Mr. Gaurav Agarwal Mr. Krishnan Ms. Hala Ali Husain
Yateem
Signature
Rev:00
QMS Manual Page 2 of 40
COMMERCIAL REGISTRATION 342-7
COMPANY NAME A.M Yateem Brothers W. L. L
ADDRESS 341 Al-Muthanna Avenue, Bldg 76, Block 304
TELEPHONE NUMBER +973 17225450
Managing Director Mr. Hala Ali Husain Ali Yateem
Management Representative Mr. Gaurav Agarwal
EMAIL ADDRESS gaurav@amyateem.com
WEBSITE N/A
Rev:00
DOCUMENT HISTORY
Rev:00
Rev Rev. Date Revised Section No. Revision Description Page Approved by
# Number (s)
0 15-07-2019 Initial Issue All MD
CONTENTS
A. FOREWORD.....................................................................................................................................6
B. COMPANY PROFILE.........................................................................................................................7
Rev:00
1.0 SCOPE.............................................................................................................................................8
2.0 NORMATIVE REFERENCES...............................................................................................................9
3.0 TERMS AND DEFINITIONS.............................................................................................................10
4.0 CONTEXT OF THE ORGANIZATION................................................................................................13
4.1 Understanding the organization and its context...........................................................................13
4.2 Understanding the needs and expectations of interested parties................................................13
4.3 Determining the scope of the Quality Management System........................................................13
4.4 Quality Management System and its process...............................................................................14
5.0 LEADERSHIP..................................................................................................................................16
5.1 Leadership and commitment........................................................................................................16
5.1.1 General.........................................................................................................................................16
5.1.2 Customer focus.............................................................................................................................16
5.2 Quality Management System policy.............................................................................................16
5.2.1 Establishing the Quality Management System policy...................................................................16
5.2.2 Communicating the QMS policy....................................................................................................17
5.3 Organizational roles, responsibilities and authorities...................................................................17
6.0 PLANNING.....................................................................................................................................18
6.1 Actions to address risks and opportunities...................................................................................18
6.1.1 General.........................................................................................................................................18
6.1.2 Environmental aspects and hazard Identification.........................................................................18
6.1.3 Compliance obligations.................................................................................................................19
6.1.4 Planning actions............................................................................................................................19
6.2 Quality Management System objectives and planning to achieve them......................................19
6.2.1 Quality Management System objectives.......................................................................................19
6.2.2 Planning actions to achieve Quality Management System objectives..........................................20
6.3 Planning of changes......................................................................................................................20
7.0 SUPPORT.......................................................................................................................................21
7.1 Resources......................................................................................................................................21
7.1.1 General.........................................................................................................................................21
7.1.2 People...........................................................................................................................................21
7.1.3 Infrastructure................................................................................................................................21
7.1.4 Environment for the operation of processes................................................................................22
7.1.5 Monitoring and measuring resources...........................................................................................22
7.1.6 Organizational knowledge............................................................................................................23
7.2 Competence..................................................................................................................................23
7.3 Awareness....................................................................................................................................23
7.4 Communication............................................................................................................................24
7.4.1 Internal Communication...............................................................................................................24
7.4.2 External Communication..............................................................................................................25
7.5 Documented Information.............................................................................................................25
7.5.1 General.........................................................................................................................................25
7.5.2 Creating and updating..................................................................................................................26
7.5.3 Control of documented information.............................................................................................26
8.0 OPERATION...................................................................................................................................27
8.1 Operational planning and control.................................................................................................27
8.2 Requirements for products and services......................................................................................27
8.2.1 Customer communication............................................................................................................27
8.2.2 Determining the requirements for products and services............................................................28
8.2.3 Review of the requirements for products and services................................................................28
8.2.4 Changes to requirements for products and services....................................................................29
Rev:00
8.3 Design and development of products and services......................................................................29

8.4 Control of externally provided processes, products and services.................................................30
8.4.1 General.........................................................................................................................................30
8.4.2 Type and extent of control............................................................................................................30
8.4.3 Information for external providers...............................................................................................31
8.5 Production and service provision..................................................................................................31
8.5.1 Control of production and service provision.................................................................................31
8.5.2 Identification and traceability.......................................................................................................32
8.5.3 Property belonging to customers or external providers...............................................................32
8.5.4 Preservation..................................................................................................................................32
8.5.5 Post-delivery activities..................................................................................................................33
8.5.6 Control of changes........................................................................................................................33
8.6 Release of products and services..................................................................................................33
8.7 Control of nonconforming outputs...............................................................................................34
8.8 Emergency preparedness and response.......................................................................................35
9.0 PERFORMANCE EVALUATION.......................................................................................................36
9.1 Monitoring, measurement, analysis and evaluation.....................................................................36
9.1.1 General.........................................................................................................................................36
9.1.2 Customer satisfaction...................................................................................................................36
9.1.3 Analysis and evaluation................................................................................................................37
9.1.4 Evaluation of compliance..............................................................................................................37
9.2 Internal audit................................................................................................................................38
9.3 Management Review....................................................................................................................38
9.3.1 General.........................................................................................................................................38
9.3.2 Management review inputs..........................................................................................................38
9.3.3 Management review outputs.......................................................................................................39
10.0 IMPROVEMENT.............................................................................................................................40
10.1 General.........................................................................................................................................40
10.2 Nonconformity and corrective action...........................................................................................40
10.3 Continual Improvement................................................................................................................40
A. EXECUTIVE SUMMARY REV 0

Rev:00
A.M Yateem Brothers W. L. L has developed and implemented Quality Management System (QMS)
in order to improve the overall performance and provide a sound basis for sustainable
development initiatives. Also, the purpose of the QMS is:
 The ability to consistently provide products and services that meet customer, applicable
Statutory and regulatory compliance, stakeholder requirements and interested parties;
 Facilitating opportunities to enhance customer satisfaction;
 Addressing risks and opportunities associated with its context and objectives;
 The ability to demonstrate conformity to specified QMS requirements.
The purpose of the Quality Management System Manual is to define and describe the QMS, to
define the responsibility and authority of the management personnel involved in the operation of
the system, and to provide a general description of the requirements of the standards as they apply
to A.M Yateem Brothers W. L. L.
The manual is divided into ten sections that correlate to the QMS sections of the ISO 9001:2015
standard.
This manual describes the QMS, delineates roles, authorities, process interaction, inter
relationships and responsibilities of the personnel responsible for performing within the system.
The manual also provides procedures or references for all activities comprising the QMS to ensure
compliance to the necessary requirements of the standard.
This manual is used internally to guide the company’s employees through the various requirements
of the ISO 9001:2015 standard that must be met and maintained in order to ensure interested
parties’ satisfaction, continuous improvement and provide the necessary instructions that create
an empowered work force.
This manual is used externally to introduce our QMS to our customers and other external
organizations or individuals. The manual is used to familiarize them with the controls that have
been implemented and to assure them that the integrity of the QMS is maintained and focused on
interested parties’ satisfaction and continuous improvement.
Rev:00
B. COMPANY PROFILE
A.M Yateem Brothers W. L. L was founded in 1992 as a real estate management company to
provide comfortable, aesthetically pleasing and functional living spaces, with a vision to
grow into one of the leading firms in the region. AMYB employs multi-disciplined team
members who are capable of providing prompt services to the residential tenants.
The reputation we have gained in providing financial and technical expertise, with
consideration to the tenants’ cost and comfort objectives, allow us to provide living spaces
catering to their specific needs, depending on their cost constraints functionality and
comfort.
We understand the needs and demands of our clients and our strength over time, gained in
sourcing exclusive materials and services from reputable suppliers, lends us the ability to
add value to a property. Our in- depth knowledge of services, enables us to take manage
multiple properties.
Vision
“To be the leading organization providing property management solutions for residential
tenants and become the service providers of choice.
Besides having partnership with society through our shareholders-staff and added value
services to their daily lifes”.
Mission.
“We aim to achieve our vision by employing, training and retaining the best in line
resources, personnel, technology, technicians through sourcing local and international
talent which are compliant to our vision of providing value added innovative services,
promptness in maintenance and services, ensuring functional living spaces and facility
management aligned with international best practices.”
Rev:00
1.0 SCOPE
The manual outlines the policies, procedures and requirements of the QMS. The system is
structured to comply with the requirements of the International Standards ISO 9001:2015.
A.M Yateem Brothers W. L. L shall be referred to in this document as either AMYB or the
Company.
It is emphasized that the QMS requirements specified in this standard are complimentary (not
alternative) to contractual law and regulatory requirements.
The objective of having QMS Manual to achieve:
 User friendly management system

 Simplicity
 Better control
 Effective and efficient
2.0 NORMATIVE REFERENCES
The following documents were used as reference during the preparation of the QMS:
Rev:00
 ISO 9001:2015 Quality Management System requirements

 ISO 9000:2015 Vocabulary
 ISO 9000:2015 Quality management systems - Fundamentals and vocabulary
Rev:00
3.0 TERMS AND DEFINITIONS
MD ̶ Managing Director
OM ̶ Operation Manager
DH ̶ Department Head
AMYB ̶ A.M Yateem Brothers W. L. L
ISO ̶ International Organization for Standardization
CA ̶ Corrective Action
NCR ̶ Nonconformance Report
MRM ̶ Management Review Meeting (Minutes)
Audit Systematic, independent and documented process for obtaining audit

evidence and evaluating it objectively to determine the extent to which the
audit criteria are fulfilled.
Auditor Person with the competent to conduct an audit.
Competence Ability to apply knowledge and skills to achieve intended results.
Compliance Legal requirements and other requirements that company has to comply or
Obligations chooses to comply with.
Conformity Fulfillment of a requirement.
Continual Process of enhancing the integrated system to achieve improvements in

Improvement overall company’s performance in line with company’s quality policy.
Corrective Action Action to eliminate the cause of detected nonconformity.
Documented Information required be controlling and maintaining by company and the

Information medium on which it is contained.
Effectiveness Extent to which planned activities are realized and planned results achieved.
Indicator Measurable representation of the condition or status of operations,

management or conditions
Quality Management A management System which covers all the clauses and requirements of ISO
System (QMS) 9001 standard
Interested Parties The term refers to fulfilling the requirements and exceed the expectations of
Satisfaction customers, society, and employees by assuring the product conformity to the
customers, maintaining the better environment and safety to the society and
employees. This can be achieved by the effective implementation of QMS
including applicable legal and statutory requirements.
Interested Parties Individual or group like customers, society, employees, and persons working
for or on behalf of organization and others concerned with or affected by the
Rev:00
decision or activity of the organization.
Management System Set of interrelated processes or interacting elements of company to establish

policies and objectives and processes to achieve those objectives.
Measurement Process to determine a value.
Monitoring Determining the status of system, a process or an activity.
Non conformance Any deviation from work standards, practices, procedures, regulations, QMS
performance Etc. that could either directly or indirectly lead to unintended
use or delivery, property damages, damage to company work place
environment or a combination of these. Non-fulfillment of a requirement.
Objectives Overall goal, consistent with the company policy that an organization sets
itself to achieve. Results to be achieved.
Organization Persons or group of people that has its own functions with responsibilities,
authorities and relationships to achieve its objectives.
Externally Provided Make an arrangement where external organization performs part of company
Goods and Services function or process and supply products or services.
Performance Measurable results of process, procedure, activity related to Quality

Management System.
Policy The guiding philosophy of an organization expressing their intention towards

adherence to specifications and validating their commitment towards
customer requirements, employees, applicable statutory and regulatory
compliance, etc.
Process Set of interrelated or interacting activity which transforms inputs into output.
Procedure Specified way to carry out an activity or a process
Requirement Need or expectation that is stated, generally implied or obligatory.
Risk The impact of uncertainty towards unintended outputs expressed as a

relationship between likelihood and impacts.
Risks and Potential adverse effects (threats) and potential beneficial effects
Opportunities (opportunity).
Top Management Person or group of people who directs and controls an organization at the
highest level.
Workplace Any physical location in which work related activities are performed under the
control of the A.M Yateem Brothers W. L. L
Rev:00
4.0 CONTEXT OF THE ORGANIZATION
4.1 Understanding the organization and its context
The top management of A.M Yateem Brothers W. L. L has determined the internal issues that
are relevant to the company purpose and its strategic direction and that affect its ability to
achieve the intended results of QMS to satisfy the requirements of ISO 9001 standards.
The top management will monitor and review information related to these external and
internal issues which may be positive and negative factors or conditions. The external context
can be facilitated by considering issues arising from legal, technological, competitive, market,
cultural, social and economic environments, whether international, national, regional or local.
Whereas, internal context can be facilitated by considering issues related to values, culture,
knowledge and performance of the organization.
Document Name
Context of the Organization & Risk Based Thinking Register
AMYB-QMF-09-01
4.2 Understanding the needs and expectations of interested parties
The top management of A.M Yateem Brothers W. L. L will monitor and review information
about interested parties and their relevant requirements and effects or potential effect on its
ability to provide the products and services that meet customer and applicable statutory and
regulatory requirements (such as Customs, Supreme Council of Environment, Ministry of
Labor, Ministry of Industry and Commerce etc.) by determining the following:
a) The interested parties that are relevant to the Quality Management System;
b) The requirements of these interested parties that are relevant to the Quality Management
System.
Typically interested party be the following but not limited to:
Shareholders, Owners, Management, Employees, Trade unions, Suppliers, Partners, Client,

Government agencies, Media, Society and any other person or organization interested in the
organization;
Document Name
Context of the Organization & Risk Based Thinking Register
AMYB-QMF-09-01
4.3 Determining the scope of the quality management system
The top management of A.M Yateem Brothers W. L. L has determined the boundaries and
applicability of the QMS to establish the scope of operations. While determining the scope,
A.M Yateem Brothers W. L. L has considered the following:
Rev:00
a) The external and internal issues related to company operations

b) The requirements of interested parties
c) The products and services of the company
The management of A.M Yateem Brothers W. L. L has applied all the requirements referred
above within the scope of company operations. The scope of the QMS covers:
"Management of Real Estate for providing residential lodgings operation from the head-office
in Manama at 341-Al Muthanna Avenue, Building 76, Block 304 within the kingdom of
Bahrain"
The Quality Management system is applicable to the head office only.
Non-Applicable Requirements:
The requirements against clause 8.3 of ISO 9001:2015 have been declared as non-applicable
requirements for A.M Yateem Brothers W. L. L against design and development requirements
since AMYB is not providing any in-house design services and only creates shop drawings
based on client specifications.
The requirements against clause 8.5.4 of ISO 9001:2015 are not applicable to AM Yateem
Brothers since the organization does not require an inventory, all purchases related to the
management of properties are made as and when required.
4.4 Quality management system and its process
4.4.1 Management of A.M Yateem Brothers W. L. L has determined the process needed for the
quality management system and their application throughout the organization to enhance the
performance of QMS and we have:
a) Determined the inputs required and outputs expected from these processes including the
knowledge gained from the context.
b) Determined the sequences and interactions of these processes.
c) Determined and applied the criteria and methods (including monitoring, measurements
and related performance indicators) needed to ensure the effective operation and control
of these processes.
d) Determined the resources needed for these processes and ensure their availability,
e) assigned the responsibilities and authorities for these processes,
f) Addressing the risks and opportunities as determined in accordance with the
requirements of QMS.
g) Evaluating the processes performance and to implement changes needed to ensure to
achieve their intended results.
h) Improving the processes and Quality Management System.
4.4.2 To the extent necessary A.M Yateem Brothers W. L. L has:
a) Maintained documented information to support the operations of our processes.

Rev:00
b) Retained documented information to have confidence that the processes are being
carried out as planned.
Document Name
Appendix-01 Sequence and Interaction of QMS Processes
4.4.3 A.M Yateem Brothers W. L. L has determined the processes needed for the quality
management system and their application throughout the organization, such identification
includes but not limited to
a) determination of inputs required and the outputs expected from these processes;
b) determination of sequence and interaction of these processes;
c) determination and application the criteria and methods (including monitoring,
measurements and related performance indicators) needed to ensure the effective
operation and control of these processes;
d) determination of resources needed for these processes and ensure their
availability;
e) assigning responsibilities and authorities for these processes;
f) addressing risks and opportunities as determined
g) evaluation of these processes and implement any changes needed to ensure that
these processes achieve their intended results
h) improving the processes and the quality management system.
A.M Yateem Brothers W. L. L has defined and manages the processes necessary to ensure
that it’s products and services meet customer’s requirements.
Document Name
Appendix-01 Sequence and Interaction of QMS Processes
AMY-QMF-01-01 Master List of Documents
5.0 LEADERSHIP
5.1 Leadership and commitment
5.1.1 General
A.M Yateem Brothers W. L. L capability, with a reputation for quality, integrity and
dependability, is the basis of the AMYB corporate development. Organization believes in
addressing and executing the necessary resources required to satisfactorily completing client
task
The top management of A.M Yateem Brothers W. L. L has demonstrated leadership and
commitment with respect to Quality Management System by:
Rev:00
a) Taking accountability for the effectiveness of the quality management system;

b) Ensuring that the QMS policy and objectives are established and are compatible with the
context and strategic direction of the organization;
c) Ensuring the integration of QMS requirements into the company’s business processes;
d) promoting the use of process approach and risk-based thinking;
e) Ensuring that the resources needed for the QMS are available;
f) Communicating the importance of effective QMS and it is conforming to the above
referred international standards.
g) Ensuring that the QMS achieves its intended results;
h) engaging, directing and supporting persons to contribute to the effectiveness of the QMS;
i) Promoting improvement;
j) Supporting other relevant management roles to demonstrate their leadership as it applies
to their areas of responsibility.
Document Name
Appendix – 2 A.M Yateem Brothers W. L. L Organization Chart
AMYB-QMF-04-01 Job Descriptions
5.1.2 Customer focus
The Management of A.M Yateem Brothers W. L. L has demonstrated leadership and

commitment with respect to customer focus by ensuring that:
a) Customer and applicable statutory and regulatory are determined, understood and
consistency met:
b) The risks and opportunities that can affect conformity of products and services and the
ability to enhance customer satisfaction are determined and addressed.
c) The focus on enhancing customer satisfaction is maintained.
5.2 quality management system policy
5.2.1 Establishing the Quality Management System policy
The top management of A.M Yateem Brothers W. L. L has established, implemented and
maintained a QMS Policy which is appropriate to the purpose and context of the organization
and supports company strategic direction with a framework for setting QMS objectives and,
commitment to satisfy applicable legal requirements and to continual improvement of QMS.
Document Name
AMYB-PLC-01 A.M Yateem Brothers W. L. L QMS Policy
Rev:00
5.2.2 Communicating the QMS policy
The top management of A.M Yateem Brothers W. L. L ensures that the QMS policy is
communicated, understood and applied within company and made available to relevant
interested parties as appropriate.
Document Name
AMYB-PLC-01 A.M Yateem Brothers W. L. L QMS Policy
5.3 Organizational roles, responsibilities and authorities
The top management of A.M Yateem Brothers W. L. L has assigned and communicated and
made understood the responsibilities and authorities to the employees within the
organization and ensures:
a) QMS conforms to the requirements of international standards.

b) The processes are delivered as per the intended outputs.
c) Report on the performance of QMS and on opportunities for improvement, in particular
to top management;
d) Ensure the promotion of customer focus throughout the company;
e) Ensure that the integrity of QMS system is maintained when changes to the system are
planned and implemented.
Document Name
A.M Yateem Brothers W. L. L Organization Chart
Rev:00
6.0 PLANNING
6.1 Actions to address risks and opportunities
6.1.1 General
The top management of A.M Yateem Brothers W. L. L has determined the risks and
opportunities when planning the QMS and, applicable requirements and the expectations of
interested parties. Risk and opportunities are determined addressing the need for:
a) Ensuring the QMS can achieve its intended results(s)

b) Enhancing desirable effects,
c) Achieving improvement.
The top management of A.M Yateem Brothers W. L. L has planned necessary action for the
identified risks and opportunities related to its context and how to integrate and implement
the actions into its QMS processes and evaluate the effectiveness of these actions.
Document Name
AMY-QMP-09 Risk and opportunity
AMY-QMF-P09-01 COTO log & Risk Register
6.1.2 Planning actions
The A.M Yateem Brothers W. L. L has established, implemented and maintained documented
information related to its scope of operations into its severity and significance, compliance
obligations, risk and opportunities. Plans are defined to integrate and implement the actions
of QMS processes and evaluate the effectiveness of these actions.
6.2 quality management system objectives and planning to achieve them
6.2.1 Quality management system objectives
The top management of A.M Yateem Brothers W. L. L has established QMS objectives at its
relevant functions and processes needed for QMS.
The QMS objectives are:
a) Consistent with QMS Policy.

b) Are measurable
c) Taking into account applicable requirements
d) Relevant to conformity of products and services to enhance customer satisfaction.
e) Will be monitored, communicated and updated as appropriate.
Rev:00
Document Name
QMS Objectives, Targets and Programs
AMY-QMP-P10 Procedure for Setting of Objectives, Targets and Programs
6.2.2 Planning actions to achieve quality management system objectives
The top management of A.M Yateem Brothers W. L. L has developed QMS Objectives when
planning the achievement of its QMS determining
a) Objectives – what will be done

b) What resources are required
c) Responsibilities for achieving these objectives
d) Time frame
e) Monitoring and measuring - how the results will be evaluated.
Document Name
QMS Objectives, Targets and Programs
AMY-QMP-P10 Procedure for Setting of Objectives, Targets and Programs
6.3 Planning of changes
The top management of A.M Yateem Brothers W. L. L has determined the need for changes to
the QMS, the changes are carried out in a planned manner considering the:
a) Purpose of the changes and their potential consequences;

b) Integrity of the Quality Management System
c) Allocation or reallocation of responsibilities and authorities.
A.M Yateem Brothers W. L. L, development quality system to meet the requirements

mentioned in this manual and also in order to achieve QMS objectives. A.M Yateem Brothers
W. L. L has identified and defined the activities and resources needed to achieve QMS
objectives and to meet customer requirements. Planning is consistent with other
requirements of the QMS and the results are documented.
The change-management is instituted through the Corrective Action Report (AMY-QMF-P02-

01). The rationale for the proposed change is reviewed using the risks and opportunities
matrix (AMY-QMF-P09-01), cost-benefit analysis, and the resources required are approved by
the top management. Subject to the proposed changes the proposed changes are instituted
and monitored for their effectiveness. The Management Representative is responsible for the
due diligence for the proposed changes. In case the proposed changes prove to be ineffective
or the costs outweigh the benefits the change is then rolled back and the lessons learned
recorded for future references.
Rev:00
CHANGE MANAGEMENT PROCESS

DH/MD
Document the request for a process change using the CAPA form using the corrective action
procedure and record the justification for change.
Creation of Documents/
Management/Personnel
Processes/Products/
Identify the need For change, when:

1) Improvement Opportunities have been identified.
2) Nonconformities within a process are identified and
Update the appropriate process to reflect the change. require corrective action.
3) Conditions in the industry or company change.
Review and approval as per the Control of Documents 4) New processes are added which impact existing
procedure processes.
5) Customer requirements result in a need to change
processes.
6) Any Other Reason Determined by the Management.
Follow-up for verification to ensure that the change has had the intended effect, and/or
improved the process
Changes to Document
Review the change along with the senior Department

Yes Head responsible for the process and use formal control
mechanisms.
Rollback or Initiate new

Has the Change been change request to
No
effective? correct any arising
issues.
Changes to Process Outputs
Is The Change
Significant? (customer Yes
Request)
Initiate change without any formal control
Changes to active orders or contracts when customer changes requirements after

Changes to Orders or
work has begun.

Contracts
Notify the customer and Negotiate a Resolution

Rev:00
7.0 SUPPORT
7.1 Resources
7.1.1 General
The top management of A.M Yateem Brothers W. L. L has determined and provided the
resources needed for the establishment, implementation, maintenance and continual
improvement of the QMS by considering the following:
a) The capabilities of and constraints on existing resources;

b) What needs to be obtained from external providers
7.1.2 People
persons necessary for the effective implementation of its QMS and for the operations and
control of its processes. The company has established competency requirements for all the
levels as documented information.
Document Name
A.M Yateem Brothers W. L. L Organization Chart
7.1.3 Infrastructure
The top management of A.M Yateem Brothers W. L. L has determined the need for providing
adequate and suitable infrastructure to achieve the conformity to product requirements and
interested parties satisfaction. Operation Manager is responsible for all operations and
controls and to ensure that adequate infrastructure is available for the process requirements.
Infrastructure requirements include:
a) Workspace, building and associated utilities for company’s operation

b) Adequate equipments and spare parts
c) Adequate personnel protective equipment.
d) Warehouse/storage facilities to stock the raw materials and products
e) Work Environment (ergonomics, lighting, house keeping, etc.)
To keep motivated all personnel, the management has provided suitable supporting facilities
such as communication, transportation and accommodation facilities.
Infrastructure required achieving product conformity such as equipment, hardware, software,

workspaces and associated utilities are provided to appropriate functions.
Document Name
AMY-QMP-P14 Maintenance
Rev:00
7.1.4 Environment for the operation of processes
The top management has determined, provided and maintained suitable environment and
supporting facilities to achieve conformity of products and services.
Work environment factors such as social, psychological, physical such as noise, temperature,
humidity, lighting or weather under which work is performed is monitored and maintained as
per the legal requirements and as appropriate to the operations.
Control of process include the careful selection and monitoring of raw materials, the use of
documented procedures and work instruction, continuous monitoring and recording of
process parameters to control the process as well as to protect the work environment to its
ideal condition.
Top management carries the overall accountability of maintaining suitable environment

throughout the organization but that does not dilute the responsibility of every individual
within the organization to maintain suitable work environment under his/her jurisdiction.
7.1.5 Monitoring and measuring resources
7.1.5.1 General
resources needed to ensure valid and reliable results when monitoring or measuring is used to
verify the conformity of products and services to requirement. The management established a
process for ensuring that the resources provided are:
a) Suitable for specific type of monitoring and measurement activities being undertaken;
b) Maintained to ensure their continuing fitness for the purpose.
Document Name
AMY-QMP-P14 Maintenance
7.1.5.2 Measurement traceability
Where measurement traceability is required or where the results of testing are significant or
essential part of providing confidence in the validity of measurement results to quality of
products and services, calibration of equipments, are carried out by approved inspection
bodies or laboratories.
Monitoring and measuring equipments are calibrated or verified or both at specified intervals
or as specified by the manufacturer. The personnel responsible shall ensure that calibration is
performed according to qualified and approved procedures, and with the frequency specified
in control monitoring and measurement equipment plan.
All the calibrated measuring equipments are identified by suitable labels in order to determine
its calibration status and be safeguarded and protected from damages.
Rev:00
The records of the results of calibration and verification shall be maintained.
7.1.6 Organizational knowledge
The top management of A.M Yateem Brothers W. L. L has determined the knowledge
necessary for the operation of its processes and to achieve conformity of the
products/services.
Organizational knowledge which is gained by experience, lesson learned from failures and
successful deliveries of our products etc. is maintained and made available to extent
necessary. When addressing changing needs and trends, the management will determine
considering knowledge and adopt additional knowledge and update.
7.2 Competence
The top management of A.M Yateem Brothers W. L. L has determined the necessary
competence of persons working for and under the control of company that affects its
performance and its ability to fulfill its compliance obligations are competent on the basis of
appropriate education, training, or experience. Where applicable, necessary actions shall be
taken to acquire necessary competence. Evaluation of the effectiveness of these actions taken
and documented information is maintained as evidence of achieving the competencies.
Document Name
AMYB-QMP-04 Competence, Analysis and Training
7.3 Awareness
The top management of A.M Yateem Brothers W. L. L has adopted various techniques for
awareness to employees such as QMS inductions, management review meetings, notices, sign
boards etc to ensure that the employees and those who works under the control of
organization are aware of QMS Policy, QMS Objectives, their contribution towards
effectiveness of QMS including the benefits of improved performance and implication of not
conforming with the QMS system requirements.
Document Name
AMYB-QMP-04 Competence Analysis and Training
7.4 Communication
The top management of A.M Yateem Brothers W. L. L has determined the internal and
external communications relevant to QMS, which includes the details of requirements of
communication, the situation when communication is required, mode of communication and
responsibilities are clearly defined in a documented procedure.
Rev:00
An effective intranet is implemented and is providing efficient and effective means of

communication to the team members. Internal communication is done via emails,
letters, memo, meetings etc. Latest communication tools are provided to the team
members to ensure effectiveness of the quality management system. AMYB
management promotes two-way communication at all level for the continual
improvement of the QMS.
Trainings, seminars, orientations sessions are held in the organization in order to

ensure continually interaction of the team members with the top management.
Regular management reviews are conducted to ensure that the performance of quality
management system is evaluated and communicated to all concerned.
External communications with other interested parties like customers, suppliers,

vendors etc. are detailed in relevant departmental procedures.
Document Name
AMY-QMP-11 Communication and Consultation
AMY-QF-P11-01 Communication and consultation logsheet
7.4.1 Internal Communication
The top management of A.M Yateem Brothers W. L. L has established an effective two-way
communication system. Communication from employees to management covers the following
subjects:
 Detection of any nonconformities or abnormality related to QMS

 Identification of incidents
 Information about the requirements to meet the specified product/service requirements
 Changes to the quality management system
Communication from management to concerned employees includes the following subjects:
 Effectiveness of the QMS

 Information about the legal requirements
 Detection of non conformities
 Information about the new available technologies
 Information about the customer requirements, customer feedback and product
information, enquiries, contracts, or order handling and any amendments in the
information
 Major organizational changes
 Consequences of actual or potential of their work activities and the benefits of improved
personnel performances.
Rev:00
Document Name
7.4.2 External Communication
External communication includes as follows
 Communication with interested parties related to QMS

 Obtaining the changes in the legal requirements
 Making company policy and any QMS reports publicly available.
 Responding to communication from any external interested party
 In the event of an emergency, certain information regarding the impact will be released to
public authority whenever required.
Document Name
7.5 Documented Information
7.5.1 General
The top management of A.M Yateem Brothers W. L. L has established and maintained the
following as part of QMS:
a) Documented information required by QMS

b) Policy, objectives, processes, risks, opportunities etc.
c) Documented information determined as necessary for the effectiveness of the QMS such
as documented information related to process monitoring, measurement, etc.
Document Name
AMY-QMP-01 Control of Documented information
AMY-QMF-P01-01 Master Lists of documents
7.5.2 Creating and updating
The top management of A.M Yateem Brothers W. L. L has developed and implemented a
procedure for control of documented Information to ensure appropriate:
a) Identification and description such as title, date of revision, author and reference
numbers,
b) Format and media.
Rev:00
c) Review and approval for suitability.
Document Name
7.5.3 Control of documented information
The top management of A.M Yateem Brothers W. L. L has established and implemented a
procedure for control of documented Information to ensure documents within QMS will be
controlled to ensure it is available and suitable for use where and when it is needed at the
right place. Also documented information within our QMS will be adequately protected from
any loss of confidentiality, improper use.
Documented Information required by company are reviewed and updated, as and when
required. The authority for preparation, review and approval are defined based on the nature
and importance of the relevant document.
Distribution, access, retrieval and use of documented information will be controlled. Current
and obsolete documents will be properly identified. Proper identifications will be given to all
documents to ensure relevant versions of documented information are available at point of
use to avoid unintended use and remain legible and readily identifiable at point of use.
Documented information of external origin determined by the organization to be necessary

for the planning and operation of the Quality Management System are identified and their
distribution controlled.
Documents used less than once per year may be reviewed and updated as necessary, prior to
use. Documented Information retained as evidence of conformities are protected from
unintended alterations.
Document Name
Rev:00
8.0 OPERATION
8.1 Operational planning and control
The top management of A.M Yateem Brothers W. L. L has developed, implemented and
controlled planning processes, operations and controlled the process in the form of
procedures needed to meet the requirements for the provision of our products and services
and to implement the actions determined the risks and opportunities by:
a) Determining the requirements for our products and services within the QMS
b) establishing the criteria for the processes and the acceptance of products and services
c) controls over the processes are established with the acceptable criteria
d) necessary information are determined and retained as a documented information by
implementing operational formats to have confidence of these processes is being carried
out as planned and to demonstrate the conformity of products requirements.
The top management of company will ensure the output of planning is suitable for the
company operations and planned. Changes of plans are reviewed for the consequences of
unintended changes taking actions to mitigate any adverse effects as necessary. The company
does not outsource any process that affects product conformity to requirements. Any
processes required to outsource are being controlled as per the requirements.
Those operations and activities, which are identified as significant hazard and risk in line with
the QMS policy, objectives and targets, legal requirements… etc. will be controlled.
These controls can be in the form of procedures (Operation Control), work instructions, check
points, monitoring… etc.
The effectiveness and efficiency of these controls will be monitored through risk assessment,
incidents, complaints… etc.
A documented procedure is established, implemented and maintained for operational control

of overall organization and its activities, purchased goods ad equipments, services and to
control over contractors and other visitors to workplace, to cover situation.
Document Name
AMY-QMP-P06 Sales and Customer Relations
8.2 Requirements for products and services
8.2.1 Customer communication
The top management of A.M Yateem Brothers W. L. L has established a procedure to

demonstrate the method of communication customers.
Customer communication is practiced in the following modes.
 Direct contact by OM or Project manager for providing information relating to products

Rev:00
 Visits by OM and staff to customer sites / in-person for handling enquiries, contracts or
orders including changes
 Obtaining customers feedback relating to products, including complaints,
 Identify and establish specific requirements for contingency actions when relevant.
The entire above are recorded in the most suitable way.
Document Name
8.2.2 Determining the requirements for products and services
In an effort to thoroughly identify all customer requirements, the following are considered as
the interface with the customer when any job order takes place. The management ensures
that,
 The requirements of the products / services are clearly defined

 Applicable legal requirements if any are informed
 Other requirements which are necessary within the scope of contract.
 Product /service performance requirements provided by the customer
 Customer stated availability requirements.
 Customer stated delivery requirements.
 Customer stated support needs.
 Determination of application related requirements, if not provided by the customer
 Determination of any other relevant requirements considered necessary by organization.
 Determination of testing and conformance requirement if any.
Document Name
Tenancy Contracts
8.2.3 Review of the requirements for products and services
The management of A.M Yateem Brothers W. L. L reviews all identified customer

requirements and other supportive requirements for new business acceptance in –order to
check whether requirements are clearly defined and the company has the capability to supply
to meet the requirements before committing to supply products/services.
Post delivery requirements such as warranty / guarantee are defined and noted for providing
customer satisfaction even after products/services are handed over.
Any changes to the requirements differing from previously expressed will be reviewed as
earlier and resolved. Records of requirements reviews and follow-on actions are maintained.
Tendering processes, which include reviewing of tender documents, site visits, clarifications
for details and ambiguities from client, preparations of inquiries, and submissions of tender
are carried out by the operation manager.
Rev:00
Modifications to contract either proposed by the customer or by company are recorded and
properly transferred to project engineers for incorporation in execution of job. As required
cost implication of such changes proposed shall be submitted to client for approval.
Customer requirements are stated through bid requests and orders. At the inquiry stage the
customer’s requirements are clear and understandable and where there are ambiguities,
clarifications are further obtained. All contracts are reviewed prior to signing to ensure that:
 The requirements are adequately defined and documented.

 Difference between contract and tender are resolved.
 Company has the capability to fulfill customer requirements addressed within the
contract.
 Any additional requirements considered necessary
A final review of customer requirements is done prior to projects sign off to assure that all
differences are addressed and resolved.
Document Name
8.2.4 Changes to requirements for products and services
Modifications or changes to the requirements for contract and/or lease agreements either
proposed by the customer or by AMY are recorded and properly transferred to the operations
team for any amendments in the lease agreements. As required cost implication of such
changes proposed shall be submitted to tenant for approval. Relevant documented
information is amended and relevant persons are made aware of the changes.
Document Name
8.3 Control of externally provided processes, products and services
8.4.1 General
As a control over externally provided processes, the company has established and effectively
implemented a purchase procedure to ensure that purchase materials are conform to
requirements and are clearly identified and transferred to accounts section for the payment
through cash or credit system or generation of purchase orders.
Evaluation of existing suppliers is done by the concerned department heads, on the basis of
quality, price and performance (delivery, communication). Based on this evaluation these
suppliers will be graded for further business.
Rev:00
If uncertain circumstances material/ services are purchased from non-approved suppliers, the
Project Manager is responsible for such purchase defines any specific necessary to ensure that
quality is maintained.
Document Name
AMY-QMP-05 External Provider Registration and Evaluation
8.4.2 Type and extent of control
The top management of A.M Yateem Brothers W. L. L has established various inspections on
purchase products to ensure the supplied products / materials do not adversely affect the
company’s ability to consistently deliver conforming products to our customers.
a) The company ensures externally provided processes remain within our control of QMS
b) Control is defined to apply to an external provider and to intend to apply output.
c) Consideration is given to the potential impact of these products/services on company’s
ability to meet customer and applicable statutory and regulatory requirements and the
effectiveness of the controls over external providers.
d) Verification, inspections and necessary activities applied to ensure that these products
and services meet the requirements.
Document Name
AMY-QMP-07 Purchasing Procedure
8.4.3 Information for external providers
The purchase order / quotation shall identify the required material / service description clearly
so that the external provider can completely understand. Any additional information required
by the external provider shall be communicated in the continuing correspondence.
When services are procured from external provider, the purchase order may refer as
applicable, to supplier’s quotation to ensure that they completely understand the
requirements and prices are agreed.
The purchasing documents clearly and completely describe the following:
 Description of materials ordered, quantity, prices and date of supply

 The product / service requirements in terms specification and compliance to specific
standards as applicable
 The packing and delivery requirement as applicable
 Approval of Products – if any
 Required qualification of persons performing job if any
 Interactions and methods and control and monitoring of performance to be applied by
company
 Verification or validation activities if any
Document Name
Rev:00
AMY-QMP-07 Purchasing Procedure

Service agreements, invoices, purchase records, etc
8.4 Production and service provision
8.5.1 Control of production and service provision
Operation controls / procedures are established under controlled condition for the all the
company activities like
 Contract Execution
 Routine and Breakdown maintenance
The control of production and service activities will be assured by:
 The availability to necessary procedures and documented information

 The availability of suitable (maintained) equipments
 The implementation of monitoring and measurement activities to achieve planned results
 Receipt and release of product or application of services according to the specific
requirements
 Setting or amending of QMS Policy, Objectives, and Procedures.
 Availability and use of suitable infrastructure and environment for the operation of
processes
 The necessary actions to avoid any mistakes and errors from service personnel
 Implementation of release, delivery and maintenance activities.
Document Name
Lease Agreements
Preventive and breakdown maintenance records
8.5.2 Identification and traceability
At A.M Yateem Brothers W. L. L, we use suitable means to identify outputs when it is

necessary to ensure the conformity of projects/events/services. Methods employed for
identification and traceability are:
a) Contract /Proposal Numbers
b) Occupancy Reports
Status of outputs with respect to monitoring and measurement requirements throughout

service provision is identified through lease documentation.
Rev:00
When traceability is a requirement, A.M Yateem Brothers W. L. L will control the unique
identification of the outputs and shall retain the documented information necessary to
enable traceability.
8.5.3 Property belonging to customers or external providers
AMYB does not take any undertaking for property belonging to the customers. All property
belonging to the tenants for the duration of the lease is tenants’ own responsibility. AMYB
is only responsible for the upkeep of the properties as per the lease agreement for it’s
maintenance and upkeep.
For supplier property, tools and equipment, suppliers are responsible for the tools,
equipment and materials required for the tasks performed depending on the nature of the
job. For high value projects external providers are provided with storage facilities for their
tools and equipment.
8.5.4 Preservation
Appropriate methods of preservation of materials supplied for the various replacements

whilst under storage (e.g. wrapping, boxing etc) shall be applied as appropriate, so as to
ensure that no damages or deterioration occur whilst under storage. Any particular
recommendations of the manufacturer shall be complied with.
For incoming materials AMYB representative conducts inspection against the

specifications given in the purchase order. Items are kept in the quarantine zone. Upon
inspection, if cleared is then accepted and delivery note with the inspector’s signature
provided to the purchase department for clearance of payments and records maintained.
8.5.5 Post-delivery activities
The management of A.M Yateem Brothers W. L. L ensures the post-sales activities such as
legal requirements, lease requirements; tenant requirements are clearly identified in the
contract or order from customer are met. Consideration is given to extent of the post
delivery activities are:
a) Applicable statutory and regulatory requirements

b) Any undesired consequences associated with the upkeep, maintenance, order and
ambience of the tenants’ requirements (excluding consumables)
c) Warranty and other obligations related to the electronics and furnishings provided (does
not include any break-downs related to the tenants’ own negligence or mishandling)
d) Tenancy lease agreement between the lessor and lessee.
e) Customer requirements and their feedback.
Rev:00
8.5.6 Control of changes
The top management of A.M Yateem Brothers W. L. L has established approach to managing
all changes made to our products such as to ensure that no unnecessary changes are made to
our products and process is not disrupted and resources are used efficiently and to ensure
continuing conformity with product requirements. All change to our products is documented
and authorized the OM/MD. Documented information describing the results of the review of
changes will be retained.
8.5 Release of products and services
The top management of A.M Yateem Brothers W. L. L has implemented series of inspections
and checks at the appropriate stages productions to ensure the customer requirements are
met.
The management of A.M Yateem Brothers W. L. L ensures that execution of tenancy

agreements cannot be signed off until the necessary checks are carried out and completed
unless otherwise approved by any third party or consultants or customer.
As evidence of conformity with the customer requirements and acceptance criteria and
traceability to the releasing authority documented information are retained in relevant
production/project files.
8.6 Control of nonconforming outputs
A.M Yateem Brothers W. L. L has an established procedure for the control of non-conforming
products / works; this established procedure shall be implemented for all projects.
A.M Yateem Brothers W. L. L project staff shall be responsible for the identification of non-
conforming materials, products, services and/or site works and shall report such non-
conformances to the respective Project Managers for the respective disciplines, who shall
initiate and follow through the identified non-conformance handling procedure.
All non-conformances shall be documented and recorded per the standing procedure utilizing
A.M Yateem Brothers W. L. L standard non-conformance (Corrective Action) document forms.
Non-conforming outputs will be controlled using the procedure control of non Conformances
and corrective action procedure. This procedure will allow for
 Identification of nonconforming services

 Correction or repairing and reworking
 Information to customer or any interested parties if required
 Obtaining authorization for accepting nonconformities. Taking action appropriate to the
effects, or potential effects, of the nonconformity when nonconforming services are
detected after project sign off.
Rev:00
Re-inspection (if needed) will be done on all reworks and repairs. Rework must meet original
requirements. Repairs must meet intended function and other requirements in accordance with
customer needs.
Discovery of non conformance after projects sign off is immediately followed by the actions
necessary based on the nature of the nonconformance and its effect to minimize its impact and
preserve customer satisfaction to the highest level possible under the circumstances.
Documented information of the nature of nonconformance and any subsequent actions taken,
including concessions retained if any are maintained.
The company has retained documented information describing the details of non conformances,
results of investigation, actions taken, any concessions or approvals taken and authorization of
decision authority in respect of the nonconformity.
Document Name
AMY-QMP-02 Control of non-conformance
9.0 PERFORMANCE EVALUATION
9.1 Monitoring, measurement, analysis and evaluation
9.1.1 General
Quality Management System processes and services are monitored and measured when
required in accordance with specific plans created for the service delivery. OM shall authorize
service delivery to customer and documented information will be maintained.
MR/OM shall decide methods of monitoring (qualitative and quantitative) and measurement
with acceptance criteria is maintain for company to ensure valid results.
All company functional processes would reflect how departments monitor their own
performance and process delivery including support departments as administration, to which
the organization objectives are met and to monitor effectiveness of controls.
Project Manager shall be responsible for taking correction, corrective and when planned
results are not achieved including proactive measure of performance that conformance the
QMS requirements.
Statistics and basic report writing will be used most of the cases for the reporting. Internal
audit will also be treated as good tool for monitoring and measurement processes and to
evaluate the performance and the effectiveness of the QMS.
Monitoring and measurement enables quality to gauge its performance, analysis root causes
of problems, identify the areas where corrective actions are needed, improve performance
and increase efficiency.
Rev:00
Monitoring and measurement activities are controlled through operation control procedure
covers the measuring and monitoring efforts of key characteristics of health and safety
operations and activities that can have high risk.
Documented information will be retained as appropriate documented information as evidence

of the results.
Document Name
AMY-QMP-12 Monitoring and Measurement
9.1.2 Customer/Tenant satisfaction
Customer/Tenant satisfaction is monitored and measured based on customer feedback (good

& bad), market survey conducted, delivered product quality reports (customer complaints)
compliments, QMS etc.
On periodic basis customer survey is being conducted and analyzes strength and weaknesses.
All types of customer complaint will be logged in CA and taking corrective measure not repeat
again.
Document Name
AMYB-QMP-06 Sales and Customer Relations
9.1.3 Analysis and evaluation
The top management of A.M Yateem Brothers W. L. L has established a various techniques to
collecting, analyzing and evaluating appropriate data and information arising from monitoring
and measurement. The results of analysis are used to evaluate:
 Conformity of products and processes

 Results of customer satisfaction survey
 Performance and effectiveness of QMS
 Effective implementation of plans
 Effectiveness of the actions applied for the identified risks and opportunities
 Need for improvement to QMS management system.
Document Name
9.2 AMY-QMP-06
Internal audit Sales and Customer Relations
AMY-QMF-P06-04 Tenant Satisfaction Survey
I n t e r n a l a u d i t
Tenant Satisfaction Survey Analysis at planned
intervals to
Supplier Evaluation Reports
provide
Number of Non-conformities
Rev:00
information on where the QMS is conforms to company requirements and international

standards.
Frequency of audits of specific areas and or specific requirements will vary with the need
defined in the audit plan / programs. As a minimum all the areas will be audited at least once
in a year. That variation will be reflected in the required audit plans along with the scope, the
methods and assigned auditors.
All the auditors will be trained to meet the basic requirements or taking outsource from the
consultant. The results of audit will be recorded to enable management and others take
timely corrections, corrective action and to allow for proper verification of effectiveness.
Results of the audit shall be informed to management. Documented information as evidence
of the implementation of the audit programs and the results are retained.
Document Name
AMY-QMP-03 Internal Audit Procedure
9.3 Management Review
9.3.1 General
In order to assure the continuing suitability, adequacy, effectiveness and alignment with the
strategic direction, top management (MD, and as minimum) will conduct periodic (at least
once in year) reviews of the QMS. Other staffs may be invited to attend this, as required.
It will be the MD’s responsibility to coordinate these reviews. ISO coordinator/MR shall
prepare and circulate relevant schedules and agenda of these meeting to all expected
participants at least one week ahead.
Document Name
AMY-QMP-15 Management Review Procedure
9.3.2 Management review inputs
The Management review will be planned and carried out taking into consideration the input to
management reviews shall include information on:
a) The status of actions from previous management reviews;
b) Changes in:
 External and internal issues that are relevant to the QMS management system;
 The needs and expectations of interested parties, including compliance obligations;
 Business risks and opportunities;
c) Information on the performance and effectiveness of the QMS management system,
including; trends in:
Rev:00
 Customer satisfaction and feedback from relevant interested parties; including

complaints
 Relevant communication(s) from interested parties, including complaints;
 The extent to which QMS objectives have been met;
 Process performance and conformity of products and services;
 Nonconformities and corrective actions;
 Monitoring and measurement results;
 Audit results;
 Fulfillment of compliance obligations;
 The performance of external providers;
d) The adequacy of resources;
e) The effectiveness of actions taken to address risks and opportunities
f) Opportunities for improvement.
9.3.3 Management review outputs
The output from management review shall include any decisions and actions related to:
 Opportunities for improvement;

 Any need for changes to the QMS management system;
 Resource needs.
 Actions, if needed, when QMS objectives have not been achieved;
 Any implications for the strategic direction of the organization.
The management review meeting minutes will include the items discussed on the agenda,
action items assigned, elements from inputs, and any miscellaneous items discussed.
A copy of the minutes of meeting will be distributed to attendees and any individuals assigned
action items by the management. A copy of the meeting minutes will also be retained in the
file.
Document Name
AMY-QMP-15 Management Review Procedure
10.0 IMPROVEMENT
10.1 General
As a part of improvement of company’s performance, to meet customer requirements and to

enhance customer satisfaction the management of company determines and selects
opportunities for improvement and implements necessary actions which include:
a) Ways and methods for improving products to meet requirements as well as future needs
and expectations of customer and other interested parties.
Rev:00
b) Investigating, correcting, preventive or reducing the effects of non conformances

c) Improve performance and effectiveness of the Quality Management System.
10.2 Nonconformity and corrective action
The top management of A.M Yateem Brothers W. L. L has established, documented and
implemented a procedure for dealing with nonconformance. In the event of nonconformity,
including any complaints from customer and interested parties, the person notices the non
conformity or receive the complaints must react as applicable to take actions to control,
correct and deal with the consequences.
Evaluation of the need for the actions to eliminate the causes of the non conformities in order
that it does not reoccur or occur elsewhere by reviewing and analyzing, determining the
causes and determining if similar nonconformities exists or could potentially occur necessary
actions will be implemented which are appropriate to the effects of the nonconformities
encountered.
Review will be done to determine the effectiveness of any corrective actions taken. If
necessary risks and opportunities which were identified during planning will be updated and
necessary changes made within Quality Management System.
Documented Information of Nonconformities, subsequent actions and results of corrective

actions are retained as evidence.
10.3 Continual Improvement
Continual improvement of Quality Management System’s suitability, adequacy and

effectiveness will be achieved through the use of:
 Results of analysis and evaluation

 A required output from management review
 Needs of opportunities
APPENDIX 1 - IDENTIFICATION & INTERACTION OF PROCESSES
4.0 Quality Management System -

QMS Manual –QMM-1
Objectives & Targets
5.0 Leadership: Quality Policy & Objectives Management Review Org. Chart, Respo
8.0 Measurement, analysis & Improvement Customer Complaints - Customer satisfaction Internal Audit
Non-conformance -
Corrective Actions
Context of the Organization
6.0 Resource Management Training-
Infrastructure, Work Environment
Implementation Communication
Customer Feed back CUSTOMER
OH&S Program
Incoming Inspection
Objectives & Targets
Preventive and Breakdown Maintenance
Handling, Storage
Risk Based Thinking
Purchasing Process
Employees, Society & Maintenance
Interested Parties Lease Records
QMS Planning Objectives
Contract Review Communication Ref QMS MANUAL
Continual Improvement APPENDIX – 2 Organization Chart
Customer Enquiry Pre-Contract
Tenant

QMM-01 Quality Manual For ISO 9001 - Real Estate

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

QMM-01 Quality Manual For ISO 9001 - Real Estate

Uploaded by

Copyright:

Available Formats

Document title Rev: Date

QMS Manual 0 09-07-2019

ISO 9001:2015 Quality Management System (QMS)

Prepared by Reviewed by Approved by

COMMERCIAL REGISTRATION 342-7

COMPANY NAME A.M Yateem Brothers W. L. L

ADDRESS 341 Al-Muthanna Avenue, Bldg 76, Block 304

TELEPHONE NUMBER +973 17225450

Managing Director Mr. Hala Ali Husain Ali Yateem

Management Representative Mr. Gaurav Agarwal

EMAIL ADDRESS gaurav@amyateem.com

8.3 Design and development of products and services......................................................................29

A. EXECUTIVE SUMMARY REV 0

The objective of having QMS Manual to achieve:

 User friendly management system

2.0 NORMATIVE REFERENCES

 ISO 9001:2015 Quality Management System requirements

3.0 TERMS AND DEFINITIONS

Audit Systematic, independent and documented process for obtaining audit

Auditor Person with the competent to conduct an audit.

Competence Ability to apply knowledge and skills to achieve intended results.

Conformity Fulfillment of a requirement.

Continual Process of enhancing the integrated system to achieve improvements in

Corrective Action Action to eliminate the cause of detected nonconformity.

Documented Information required be controlling and maintaining by company and the

Indicator Measurable representation of the condition or status of operations,

decision or activity of the organization.

Management System Set of interrelated processes or interacting elements of company to establish

Measurement Process to determine a value.

Monitoring Determining the status of system, a process or an activity.

Performance Measurable results of process, procedure, activity related to Quality

Policy The guiding philosophy of an organization expressing their intention towards

Procedure Specified way to carry out an activity or a process

Requirement Need or expectation that is stated, generally implied or obligatory.

Risk The impact of uncertainty towards unintended outputs expressed as a

4.0 CONTEXT OF THE ORGANIZATION

4.1 Understanding the organization and its context

4.2 Understanding the needs and expectations of interested parties

Typically interested party be the following but not limited to:

Shareholders, Owners, Management, Employees, Trade unions, Suppliers, Partners, Client,

4.3 Determining the scope of the quality management system

a) The external and internal issues related to company operations

The Quality Management system is applicable to the head office only.

4.4 Quality management system and its process

4.4.2 To the extent necessary A.M Yateem Brothers W. L. L has:

a) Maintained documented information to support the operations of our processes.

5.1 Leadership and commitment

a) Taking accountability for the effectiveness of the quality management system;

5.1.2 Customer focus

The Management of A.M Yateem Brothers W. L. L has demonstrated leadership and

5.2 quality management system policy

5.2.1 Establishing the Quality Management System policy

5.2.2 Communicating the QMS policy

5.3 Organizational roles, responsibilities and authorities

a) QMS conforms to the requirements of international standards.

6.1 Actions to address risks and opportunities

a) Ensuring the QMS can achieve its intended results(s)

6.1.2 Planning actions

6.2 quality management system objectives and planning to achieve them

6.2.1 Quality management system objectives

The QMS objectives are:

a) Consistent with QMS Policy.

6.2.2 Planning actions to achieve quality management system objectives