DRYCO FILTRATION SDN BHD

QUALITY MANAGEMENT SYSTEM MANUAL

Revision: 00 Issue Date: 10/10/2018

Conforms to ISO 9001:2015

This document may contain proprietary information and may only be

released to third parties with approval of management. Document is
uncontrolled unless otherwise marked; uncontrolled documents are not
subject to update notification.
DRYCO FILTRATION SDN BHD

MANAGEMENT MANUAL

Doc.No.: MM
Rev. : 0

Revision History and Approval

Revision Nature of Changes Approval Date

No.
0 Original Release GM 10/10/2018

Prepared By Approved By
Management Representative General Manager
 Prepared By Chan SQ
Approved By Fong KS
MANAGEMENT Document No MM
Dryco Filtration Sdn Bhd MANUAL Revision No 0
Effective Date 10/10/2018
Page 1 ~ 22

1.0 INTRODUCTION AND SCOPE

a) Company Profile

DRYCO FILTRATION SDN BHD (thereafter refer to as

‘DRYCO’)incorporated in Malaysia on 22 March 2002 and principally
engage in the business of Sales and Distribution of a range of pumps
imported for industrial users and water works; includes provision of
comprehensive after sales services. Our products and services meet
the requirements and needs of our customers.

Dryco’ Philosophy

- Integrity
- Value-added products and services
- Training & development

Commitment to:

- Our customers
- Technological excellence
- Service excellence
- Preservation to environment
- Quality and continuous improvement
- Our employees
- Long term association with suppliers

b) Scope

This International Standard specifies requirements for a quality

management system where DRYCO:-

1) needs to demonstrate its ability to consistently provide

products and services that meet customers and applicable
statutory and regulatory requirements, and

2) aims to enhance customer satisfaction through the effective

application of the system, including processes for improvement
of the system and the assurance of conformity to customer and
applicable statutory and regulatory requirements.

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All the requirements of this International Standard are generic and
are intended to be applicable to DRYCO, regardless of its type or
size, or the products and services it provides.

Note 1:
In this International Standard, the terms "product" or "service"
apply only to products and services intended for, or required by a
customer.

Note 2:
Statutory and regulatory requirements can be expressed as applicable
legal requirements.

2.0 NORMATIVE REFERENCES

This manual is prepared for the purpose of defining the Dryco

interpretations of the ISO 9001:2015 international standard, as well
as demonstrates how we comply with that standard. The following
documents, in whole or in part, are normatively referenced in this
document and are indispensable for its application. For dated
references, only the edition cited applies. For undated references,
the latest edition of the referenced document (including any
amendments) applies.

3.0 TERMS AND DEFINITIONS

Dryco adopts the following terms and definitions within its Quality
Management System. Where no definition is provided, the company
adopts the definitions provided in ISO 9001:2015, Quality Management
Systems - Fundamentals and Vocabulary.

General Terminology

Document – written information used to describe how an activity is

done.
Record – captured evidence of an activity having been done.

Risk-based Thinking Terminology

Risk – negative effect of uncertainty

Opportunity – positive effect of uncertainty
Uncertainty – a deficiency of information related to understanding
or knowledge of an event, its consequence, or likehood

Nonconforming Product Terminology

Repair – efforts to bring nonconforming product into conformance

through additional operations that do not alter the original design
or use of the product; may be through replacement of faulty parts or
materials; change of wiring and repainting.
Scrap - The discard of nonconforming product.

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4.0 CONTEXT OF THE ORGANISATION

4.1 Understanding the organization and its context

DRYCO has determined external and internal factors that are relevant
to its purpose and its strategic direction that affect its ability
to achieve the intended result(s) of its quality management system.

Top management have analysed and reviewed in details our core

products and services; external and internal issues as necessary,
and categorise the priority of the risk as:-

High: Risk can impact on our revenue

Medium: Risk can moderately impact on our revenue

Low: Risk has minimum impact on our revenue

DRYCO will take immediate action on high priority risk; for Medium
and Low risk issues, action will be taken as and when it happens.
(Refer to Appendix 2 – Risk Analysis)

4.2 Understanding the needs and expectations of interested parties

Due to its effect or potential effect on our ability to consistently

provide products and services that meet customers and applicable
statutory and regulatory requirements, we have identified:

a) 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.

We will monitor, review and update information about these

interested parties and their relevant requirements.
(Refer to Appendix 3 – Interested Parties)

4.3 Determining the scope of the quality management system

In line with an analysis of above matters of concern, interests of

stakeholders and in consideration of our commitment and set policy,
DRYCO has established, maintained and controlled a quality
management system, which describes scope of activities of the
organisation, and a description of the sequence, interaction, and
control of the processes included in the quality management system.

We apply all the requirements of this International Standard if they

are applicable within the determined scope of our quality management

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system, and provide justification for any requirement that we
determine is not applicable.

This quality management system complies with the international

standard of ISO 9001:2015

The scope of certification for the company covers:-

Sales and Distribution of Pumps for Industrial Users and Water Works
and Provide Comprehensive After-Sales Services.

Permissible Exclusions: Design and development of products and

services. (Refers to 8.3.1 for justification)

4.4 Quality management system and its processes.

We have established, implement, maintain and continually improve a

quality management system, including the processes needed and their
interactions, in accordance with the requirements of this
International Standard.

We have determined the processes needed for the quality management

system and their application throughout DRYCO as define in MP-01
Quality Management System.

The management also adopt the methodology known as "Plan-Do-Check-

Act"(PDCA), a process-based quality management system as shown in
Appendix 5, to identiy, manage and control various linked activities
within the company.

5.0 LEADERSHIP

5.1 Leadership and commitment

5.1.1 General

Top management has demonstrated leadership and commitment with

respect to the quality management system by:

a) taking accountability of the effectiveness of the quality

management system;

b) ensuring that the quality policy and quality objectives are

established for the quality management system and are
compatible with the context and strategic direction of our
organisation;

c) ensuring that the quality policy is communicated, understood

and applied within our organisation;

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 d) ensuring the integration of the quality management system
requirements into our business processes;

e) promoting the use of the process approach and risk-based

thinking;

f) ensuring that the resources needed for the quality management

system are available;

g) communicating the importance of effective quality management

and of conforming to the quality management system
requirements;

h) ensuring that the quality management system achieves its

intended results;

i) engaging, directing and supporting persons to contribute to

the effectiveness of the quality management system;

j) promoting improvement;

k) supporting other relevant managerial roles to demonstrate

their leadership as it applies to their areas of
responsibility.

5.1.2 Customer focus

We have demonstrated leadership and commitment with respect to

customer needs and expectations by ensuring that:

a) customer applicable statutory and regulatory requirements are

determined, understood and consistently met;

b) risks and opportunities that can affect conformity of products

and services and the ability to enhance customer satisfaction
are determined and addressed;

c) focus on enhancing customer satisfaction is maintained.

5.2 Policy

5.2.1 Establishing the quality policy

The management has established and maintain a quality policy as per

Appendix 4 – Quality Policy, Objective and Planning that:

a) is appropriate to the purpose and context of the company and

support its strategic direction;

b) provides a framework for setting quality objectives;

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 c) includes a commitment to satisfy applicable requirements;

d) includes a commitment to continual improvement of the quality

management system.

5.2.2 Communicating the quality policy

The quality policy is:

a) made available and maintain as documented information;

b) communicated within the organization, understood and applied

through display, training & revised as needed;

a) available to relevant interested parties, as appropriate.

5.3 Organizational roles, responsibilities and authorities

We have ensured that the responsibilities and authorities for

relevant roles are assigned, communicated and understood within our
company.

The management has assigned the management representative with the

responsibility and authority for:

a) ensuring that the quality management system conforms to

requirements of this International Standard;

b) ensuring that the processes are delivering the intended

outputs;

c) reporting on the performance of the quality management system

and on opportunities for improvement (see 10.1), in particular
to the management;

d) ensuring the promotion of customer focus throughout our

company;

e) ensuring that the integrity of the quality management system

is maintained when changes are planned and implemented.

(Note : 1. Responsibility as per Appendix 1 : Organization Chart;

2. Responsibility as per WI-05 - Job Description)

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6.0 PLANNING

6.1 Actions to address risk and opportunities

6.1.1 When planning for the quality management system, top

management have considered the issues referred to in 4.1 and the
requirements referred to in 4.2 and determine the risks and
opportunities that need to be addressed to:

a) give assurance that the quality management system can achieve

its intended result(s);

a) enhance desirable effects;

b) prevent or reduce undesired effects;

c) achieve improvement.

6.1.2 We have planned:

a) actions to address these risks and opportunities;

b) how to:

1) integrate and implement the actions into its quality

management system processes (see 4.4);
2) evaluate the effectiveness of these actions.

Actions taken to address risks and opportunities have been

proportionate to the potential impact on the conformity of products
and services.

Note 1:
Options to address risks can include avoiding risk, taking risk in
order to pursue an opportunity, eliminating the risk source,
changing the likelihood or consequences, sharing the risk, or
retaining risk by informed decision.

Note 2:
Opportunities can lead to the adoption of new practices, launching
new products, opening new markets, addressing new customers,
building partnerships, using new technology and other desirable and
viable possibilities to address our customers' needs.
(Refer to Appendix 2 Risk Analysis; Appendix 3 Interest Parties &
Requirements)

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6.2 Quality objectives and planning to achieve them

6.2.1 We have established quality objectives at relevant functions,

levels and processes needed for the quality management system.

The quality objectives are:

a) consistent with the quality policy;

b) measurable;

c) taking into account applicable requirements;

d) relevant to conformity of products and services and the

enhancement of customer satisfaction;

e) monitored;

f) communicated;

g) updated as appropriate.

We have maintained documented information on the Quality Objectives

as defined in Appendix 4 - Quality Policy; Quality Objective &
Planning.

6.2.2 When planning how to achieve its quality objectives, we have

determined:

a) what will be done;

b) what resources will be required;

c) who will be responsible;

d) when it will be completed;

e) how the results will be evaluated.

6.3 Planning of changes

Where we determine the need for change to the quality management

system, changes shall be carried out in a planned manner (See 4.4).

The management would consider:

a) the purpose of the changes and their potential consequences;

b) effect of the integrity of the quality management system;

c) the availability of resources;

d) allocation or reallocation of responsibilities and authorities.

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7.0 SUPPORT

7.1 Resources

7.1.1 General

Top management have determined and provide the resources needed for
the establishment, implementation, maintenance and continual
improvement of the quality management system; and to enhance
customers satisfaction by meeting their requirements.

We have considered:

a) the capabilities of, and constraints on, existing internal

resources;

b) what needs to be obtained from external providers.

7.1.2 People

We have determined and provide persons necessary for the effective

implementation of its quality management system and for the
operation and control of its processes.
(Refer to Appendix 1 : Organization Chart)

7.1.3 Infrastructure

We have determined, provide and maintain the infrastructure

necessary for the operation of its processes and to achieve
conformity of products and services.

Infrastructure includes:

a) Communication system such as telephone, computer, emails,

facsimile, etc, for communicating fast and accurate customer’s
requirements.

b) Storage and material handling equipment to handle the products

or parts that conforms to the requirements.

c) Proper utilities such as sufficient lighting for visual

judgement, containers for parts to avoid damages, sheltered
working space to prevent the parts from getting wet or IT
system.
(Refer to QF 20(2) & QF 20(3) - Maintenance List)

7.1.4 Environment for the operation of processes

Providing a suitable working environment, after considering all

environmental and safety factors which affects the Quality of work,
productivity and health & safety of employees to enhance motivation,
satisfaction and performance of staffs such as use of personal

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protective equipment (PPE) if applicable, and maintain hygiene and
cleanliness of the work space, etc.

Note: A suitable environment can be a combination of human and

physical factors, such as: clean, safe, well lit, sheltered, noise,
temperature, humidity, lighting and weather etc.

7.1.5 Monitoring and measuring resources

7.1.5.1 General

We have determined the monitoring and measuring devices are used to

ensure conformity of products and services.

We ensure that the resources provided:

a) are suitable for the specific type of monitoring and

measurement activities being undertaken;

b) are maintained to ensure their continued fitness for their

purpose.

We retain appropriate documented information as evidence of fitness

for purpose of the monitoring and measurement resources.

The monitoring & measuring resources are:-

1) Equipment & working tools

2) Human resources / People

3) Data composing

7.1.5.2 Measurement traceability

Where measurement traceability is a requirement, or is considered by

us to be an essential part of providing confidence in the validity
of measurement results, measuring equipment have been:

a) calibrated or verified, or both, at specified intervals, or

prior to use, against device traceable to international or
national standards; when no such standards exist, the basis
used for calibration or verification has been retained as
documented information;

b) validated or approved prior to use;

c) safeguard from adjustments, damage or deterioration that would

invalidate the calibration status and subsequent measurement
results.

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We have determined if the validity of previous measurement results
has been adversely affected when measuring equipment is found to be
unfit for its intended purpose, and has taken appropriate action as
necessary.

Calibration activities if any is done by external provider as per

clause 8.4
(Refer to QF 20(1) - Maintenance List)

7.1.6 Organizational knowledge

We have determined knowledge that necessary for the operation of its

processes and to achieve conformity of products and services.

The available knowledge shall be maintained and make available to

the extent necessary.

When addressing market changes, needs and trends, we will access

additional knowledge that required updates through external training,
conference, seminar, internet searches and overseas suppliers.

Note 1:
Organizational knowledge is knowledge specific to DRYCO; it is
generally gained through work experience. It is information that is
used and shares to achieve our objectives.

Note 2:
Organizational knowledge can be based on:

a) internal sources (e.g. intellectual property; knowledge gained

from experience; shared knowledge from overseas suppliers;
lessons learned from failures and successful projects;
capturing and sharing undocumented knowledge and experience;
the results of improvements in processes, products and
services);

b) external sources (e.g. standards, academia, conferences,

gathering knowledge from customer or external providers).

7.2 Competence

a) The management has determined the necessary competence

person(s) doing work under its control that affects the
performance and effectiveness of the quality management system
(Refer to WI-05 Job description);

b) The respective Department Head is responsible to identify the

appropriate training to achieve the necessary competencies.

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 c) The Admin Executive/Head of Department is responsible to
arrange for the training to be conducted; including
management’s approval, selection of trainer, training venue,
etc, according to (WI-06) - Recruitment & Training Flow Chart.
Training attended is accordingly evaluated on its
effectiveness.

d) The respective Department Head is responsible to ensure that

staffs are aware of the relevance and importance of their
activities and how they can contribute to achieve the Quality
Objectives.

e) The Admin Executive is overall responsible to maintain the

appropriate records of education, training, skills and
experience.(in personnel records)

Note:
Applicable actions can include the provision of training to,
the mentoring of, or the re-assignment of current employees;
or the hiring or contracting of competent persons.

7.3 Awareness

The management has ensured that persons doing work under our employ
are aware of:

a) the quality policy;

b) relevant quality objectives;

c) their contribution to the effectiveness of the quality

management system, including the benefits of improved quality
performance;

d) the implications of not conforming with the quality management

system requirements.

7.4 Communication

DRYCO has determined the internal and external communications

relevant to the quality management system, including:

a) on what it will communicate;

b) when to communicate;

c) with whom to communicate;

d) how to communicate;

e) who communicates.
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Effective communication channels have determined to ensure the
internal and external parties aware of our quality management system
as stated in Appendix 7 Internal & External Communication.

7.5 Documented information

7.5.1 General

DRYCO management system documentation includes both documents and

records (documented information).

The extent of documented information that developed base on:

- the size of DRYCO; its business activities and processes;

- the complexity of processes and their interactions;

- the competence of personnel;

- Risks and opportunities.

7.5.2 Creating and updating

When creating and updating documented information, we ensure

appropriate:

a) identification and description (e.g. a title, date, author, or

reference number);

b) format (e.g. language, software version, graphics) and media

(e.g. paper, electronic);

c) review and approval for suitability and adequacy.

7.5.3 Control of documented information

7.5.3.1 Documented information required by the quality management

system and by this International Standard shall be controlled to
ensure:

a) it is available and suitable for use, where and when it is

needed;

a) it is adequately protected (e.g. from loss of confidentiality,

improper use, or loss of integrity).

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7.5.3.2 For the control of documented information, DRYCO has
addressed the following activities, as applicable:

a) distribution, access, retrieval and use;

b) storage and preservation, including preservation of legibility;

c) control of changes (e.g. version control);

d) restrict the use of obsolete information;

e) retention and disposition.

Documented information of external origin determined to be necessary

for the planning and operation of the quality management system
shall be identified as appropriate and be controlled. Otherwise
shall be used for references only.

Documented information retained as evidence of conformity shall be

protected from unintended alterations.

a) Document Control Procedure is established to define the

controls needed for identification, storage, protection,
retrieval, retention time and disposition of quality record.

b) Records established to provide evidence of conformity to

requirements and of the effective operation of the quality
management system.

c) Records remain legible, readily identifiable and retrievable.

Note: Access can imply a decision regarding the permission to view

the documented information only, or the permission and authority to
view and change the documented information.
(Refer to MP-02 - Document Control & WI-02 – Document & Data Control
Flow Chart)

8.0 OPERATION

8.1 Operational planning and control

Top management have planned, implement and control the processes

(see 4.4) needed to meet requirements for the provision of products
and services, and to implement the actions determined in Clause 6,
by:

a) determining the requirements for the product and services;

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 b) establishing criteria for:
1) the processes;
2) the acceptance of products and services;

c) determining the resources needed to achieve conformity to the

product and service requirements;

d) implementing control of the processes in accordance with the

criteria;

e) determining, maintaining and retaining documented information

to the extent necessary:

1) to convince that the processes have been carried out

as planned;
2) to demonstrate the conformity of products and services.

The output of this planning shall be suitable for our operations by

having respective process flow charts and quality plan.

The management has control planned changes and review the

consequences of unintended changes, taking action to mitigate any
adverse effects, as necessary.

DRYCO has ensured that outsourced processes are controlled (see 8.4).

8.2 Requirements for products and services

8.2.1 Customer communication

Communication with customers include:

a) providing information relating to products and services;

b) handling enquiries, contracts or order, including changes;

c) obtaining customer feedback relating to products and services,

including customer complaints;

d) handling or controlling customer property;

e) establishing specific requirements for contingency actions,

when relevant.

Communication done via telephone, facsimile, email & meeting with

customers.

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8.2.2 Determining the requirements for products and services

When determining the requirements for the products and services to

a) the requirements for the products and services are defined,

including:

1) any applicable statutory and regulatory requirements;

2) those considered necessary by DRYCO;

b) The products and services that DRYCO offers can meet the
application and specifications as claims.

Business Process Flow Chart(Appendix 6) is used to determine

customer requirements.

8.2.3 Review of the requirement for products and services

8.2.3.1 DRYCO has ensured that it has the ability to meet the
requirements for products and services to be offered to customers.
We would conduct a review before committing to supply products and
services to a customer, to include:

a) The Company has reviewed the requirements related to the

product. This review is conducted according to the Business
Process Flow Chart prior to order acceptance for supplying
product to the customer.

b) The review is ensuring that:

1) Product requirements such as quantity and delivery

requirements are defined.
2) Contract or order requirements differing from those
previously expressed are resolved.
3) The Company has the ability to meet the defined requirements.

c) The results of the review and actions arising from the review
are according to the Appendix 6 Business Process Flow Chart.

d) In cases where the customer provides requirements in verbal,

the Sales Personnel is responsible to confirm the customer
requirements before acceptance.

e) other terms, conditions and requirements specified by DRYCO;

f) statutory and regulatory requirements applicable to the

products and services;

We ensure that contract or order requirements differing from those

previously defined are resolved.

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When the customer does not provide a documented statement of
requirements, then DRYCO’s offered specifications should agree by
customer before DRYCO acceptance of order.

Note:
In situations such as internet sales when formal review is
impractical for each order. Such review would cover relevant
information in product brochure or catalogues.

8.2.3.2 We have retained documented information, as applicable:

a) on the results of the review;

b) on any new requirements for the products and services.

8.2.4 Changes to requirements for products and services

DRYCO has ensured that relevant documented information is amended,

and that relevant persons are made aware of the changed requirements,
when the requirements for products and services are changed.

Where any product requirements are changed, the Sales Personnel is

responsible to ensure that relevant documents are amended and that
relevant personnel are made aware of the changed requirements.

8.3 Design and development of products and services

8.3.1 General

DRYCO does not Assemble, Fabricate or Manufacture pumps and pump

parts, products are mainly imported or source locally; hence this
terms and definitions is excluded from our quality management system.

8.3.2 Design and development planning

Excluded as per 8.3.1

8.3.3 Design and development inputs

Excluded as per 8.3.1

8.3.4 Design and development controls

Excluded as per 8.3.1

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8.3.5 Design and development outputs

Excluded as per 8.3.1

8.3.6 Design and development changes

Excluded as per 8.3.1

8.4 Control of externally provided processes, products and

services

8.4.1 General

DRYCO products are from external sources, in particular mainly from

overseas and small proportion source from local suppliers.

To ensure products and services conform to customer requirements,

Dryco has determined the controls to be applied to externally
provided products and services.

DRYCO has established and apply criteria for the evaluation,

selection, monitoring of performance, and re-evaluation of external
providers, based on their ability to provide products and services
in accordance with requirements. DRYCO has retained documented
information of these activities and any necessary actions arising
from the evaluations.
(Refer to WI-04 Quality Control Plan - Incoming & Outgoing, QF 18 -
Supplier Assessment & Reassessment Form & QF 19 - Approved Supplier
List)

8.4.2 Type and extent of control

DRYCO has ensured that externally provided products and services do

not adversely affect DRYCO's ability to consistently deliver
conforming products and services to its customers.

DRYCO have ensured purchases are made via formal purchase order
which clearly describe what is being purchased. Received products
are then verified to ensure meeting of requirements.

Suppliers who do not provide conforming products or services may be

requested to conduct formal corrective action.

8.4.3 Information for external providers

DRYCO has ensured the adequacy of requirements prior to their

communication to the external provider.

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DRYCO would communicate to external providers its requirement for:

a) the define characteristics of products and services;

b) the use of suitable infrastructure and environment;

c) competence, including any required qualification of persons;

d) control and monitoring of the external provider’s performance

to be applied by DRYCO;

e) verification or validation activities that DRYCO, or its

customer, intends to perform at the external provider’s
premises.

(Also refers to WI- 07 – Purchasing Flow Chart)

8.5 Production and service provision

8.5.1 Control of production and service provision

Where applicable, the Workshop/Service Manager/Supervisor has

implemented production and service provision under controlled
conditions.

Controlled conditions include, as applicable:

a) the availability of documented information that defines;

1) the characteristics of the products to be produced, the

services to be provided, or the activities to be performed.
(Refer to Quality Plan where applicable);
2) The availability of necessary work instructions, flowcharts
and other specifications.
3) the results to be achieved;

b) the availability and use of suitable monitoring and measuring

resources where applicable;

c) the implementation of monitoring and measurement activities at

appropriate stages to verify that criteria for control of
processes or outputs, and acceptance criteria for products and
services, have been met;

d) the use of suitable infrastructure and environment for the

operation of processes;

e) the appointment of competent persons, including any required

qualification;

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 f) the implementation of actions to prevent human error;

g) the implementation of release, delivery and post-delivery

activities WI-08 Store & Delivery Flow Chart and WI-09 - Pumps
Repair Flow Chart).

h) Planning and scheduling of production or services to control

the productivity in order to cater for the order received.
(See Appendix 6 – Business Process Flow Chart)

8.5.2 Identification and traceability

a) All in-coming products are identified by the supplier’s label

or product label.

b) In-process product is identified by product label and physical

appearance.

c) Finished products were identified by the product labels and

packaging.

d) Traceability could be performed referring to the respective

production and quality records as stated in the respective
quality plan (WI-04).

e) Unless otherwise indicates as nonconforming, pending

a) Inspection or disposition, all products shall be considered

conforming and suitable for use.

8.5.3 Property belonging to customers or external providers

DRYCO has exercised care, identify, verify, protect and safeguard

the customer’s or external provider’s property while under our
control for use; repair or services.

When the property of the customer or external provider is lost,

damaged or otherwise found to be unsuitable for use, repair or
service, DRYCO has reported this to the customer or external
provider and retain documented information on what has occurred.

Type of customer & external provider property are:-

1) Pumps
2) Valves & fittings
3) Customer premises (work/job site)
4) Handling equipment, instrument, tools
5) Intellectual property etc (if provided)

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8.5.4 Preservation
The Preservation Plan identifies the method for identification,
handling, packaging, storage and protection during internal
processing and delivery to the intended destination to preserve
conformity of product comply with customer requirements.
(Refers to MP-06 – Preservation Plan)

8.5.5 Post-delivery activities

DRYCO has considered the following post-delivery activities that

applicable to the products and services.

a) statutory and regulatory requirements;

b) potential undesired consequences associated with its products

and services;

c) applicable usage and intended lifetime of the products and

services;

d) customer feedback and their future requirements;

Post-delivery activities include actions under warranty provisions,

contractual obligations such as maintenance services.
(Refer to WI-09 Pumps Repair Flow Chart)

8.5.6 Control of changes

DRYCO review and control changes both planned and unplanned to the
extent necessary to ensure continuing conformity with all
requirements in respect of our products and services.

DRYCO retain documented information describing the results of the

review of changes, the person(s) authorizing the change, and any
necessary actions arising from the review.

8.6 Release of products and services

DRYCO has implemented the quality plan to verify that product and
service requirements have been met.

The release of products and services to the customer shall not

proceed until the acceptance criteria; where applicable inspections
and tests are conducted to verify that requirements have
satisfactorily completed and met with, unless otherwise approved by
a relevant authority and, as applicable, by the customer.

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We have retained documented information on the release of products
and services. The documented information includes:

a) evidence of conformity with the acceptance criteria;

b) traceability to the person(s) authorizing the release.

Released of the product & services is demonstrated through Delivery

Order, Service Report, Factory Acceptance Test, Certificate of
Completion etc whichever applicable.
(Refer to WI-04 Quality Control Plan - Incoming & Outgoing and WI-08
Store & Delivery Flow Chart)

8.7 Control of nonconforming outputs

8.7.1 DRYCO has ensured that outputs that do not conform to their
requirements are identified and controlled to prevent their
unintended use or delivery.

The controls for such non-conformances are defined in MP-04 –

Control of Non-Conformity.

Conformity to the requirements has been verified when nonconforming

outputs are corrected.

8.7.2 DRYCO has retained documented information that:

a) describes the nonconformity;

b) describes the actions taken;

c) describes any concessions obtained;

d) identifies the authority deciding the action in respect of the

nonconformity.

9.0 PERFORMANCE EVALUATION

9.1 Monitoring, measurement, analysis and evaluation

9.1.1 General

Top management have determined:

a) what needs to be monitored and measured;

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 b) the methods for monitoring, measurement, analysis and
evaluation needed to ensure valid results;

c) when the monitoring and measuring shall be performed;

d) when the results from monitoring and measurement shall be

analysed and evaluated.

DRYCO will evaluate the performance and the effectiveness of quality

management system.

DRYCO will retain appropriate documented information as evidence of

the results.
(Refer to Appendix 8 - Monitoring, Measurement, Analysis and
Evaluation)

9.1.2 Customer satisfaction

a) As one of the measurements of the performance of the quality

management system, Dryco is monitoring information relating to
customer perception as to whether the company has met customer
requirements by issuing Customer Satisfaction Feedback (QF 13)
for obtaining such information.

b) The information is used for identification of area for

improvements (if any).

Note:
In monitoring Customer Satisfaction Feedback, perception can include
customer satisfaction surveys with data on product quality, opinion
surveys, lost business analysis, compliments, warranty claims and
reseller/contractor reports.

9.1.3 Analysis and evaluation

To ensure that necessary appropriate data will be collected and

analysed to demonstrate the suitability and effectiveness of Quality
Management System as well as whether continual improvement of the
QMS can be made.

Data from various sources (e.g. records generated by measuring and

monitoring activities and other relevant sources) shall be collected
and analysed using statistical methodologies which can help in
assessing performance against plans and goals, controlling and
identify areas for improvement.

The analysis of data which may includes:

- Sales Analysis

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 - Suppliers Analysis

- Nonconformity analysis

These are to be used to determine the cause of problem, therefore

guide effective corrective action.

The results of analysis can be used to determine:

- Conformity of products and services

- Satisfaction and/or dissatisfaction of all interested

parties(e.g customers, workers etc)

- Production and personnel capacity and capabilities

- The level of usage of resources

- Characteristics of processes, products and their trends

- Suitability, effectiveness and efficiency of QMS

- Supplier performance and contribution

- Benchmarking of performance

- Effectiveness on actions taken to address risks and

opportunities

The results of analysis shall be used to report business/operational

performance to the top management and for the management review
purposes.
(Refer to MP-05 Analysis of Data)

9.2 Internal audit

9.2.1 DRYCO conducts internal audits at planned intervals to

provide information on whether the management system;

a) conforms to:

1) quality management system requirements;

2) the requirements of this International Standard;
3) any applicable contractual and regulatory requirements.

b) is effectively implemented and maintained.

9.2.2 DRYCO have:

a) plan, establish, implement and maintain an audit programme(s)

including the frequency, methods, responsibilities, planning

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 requirements and reporting, which shall take into
consideration the importance of the processes concerned,
changes affecting us and the results of previous audits;

b) define the audit criteria and scope for each audit;

c) select auditors and conduct audits to ensure objectivity and

the impartiality of the audit process;

d) ensure that the results of the audits are reported to relevant

management;

e) take appropriate correction and corrective actions without

undue delay;

f) retain documented information as evidence of the

implementation of the audit programme and the audit results.
(Refer to WI-01 - Internal Quality Audit Flow Chart)

9.3 Management review

9.3.1 General

a) The management is responsible to review the Company’s quality

management system once a year. The Management Review Meeting
is to ensure its continuing suitability, adequacy,
effectiveness and alignment with the strategic direction of
the company. However, the management would initiate
additional Management Review Meeting at any time when the
implementation of the quality management system is found to be
not effective.

b) The Management Review Meeting is inclusive of assessing

opportunity for improvement and the need for changes to the
quality management system, including the Quality Policy and
Quality Objectives.

c) The MR is responsible to issue the Notice of Management Review

Meeting stating the agenda of the meeting to all relevant
participants.

d) The relevant participants are identified (but not limited) as

follow:

- General Manager

- Sales Manager/Engineers

- Workshop/Service Manager/Supervisors

- Finance/Admin Executive

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 - Other personnel as appropriate

9.3.2 Management review inputs

The management review has been planned and carried out taking into
consideration:

a) the status of actions from previous management reviews;

b) changes in external and internal issues that are relevant to

the quality management system;

c) information on the performance and effectiveness of the

quality management system, including trends in:

1. customer satisfaction and feedback from relevant Interested

parties;
2. the extent to which quality objectives have been met;
3. process performance and conformity of products and
services;
4. nonconformities and corrective actions;
5. monitoring and measurement results;
6. audit results;
7. the performance of external providers;

d) the adequacy of resources;

e) the effectiveness of actions taken to address risks and

opportunities (see 6.1);

f) opportunities for improvement.

9.3.3 Management review outputs

The outputs of the management review include decisions and actions

related to:

a) opportunities for improvement;

b) any need for changes to the quality management system;

c) resource needs.

DRYCO has retained documented information as evidence of the results

of management reviews.

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10.0 IMPROVEMENT

10.1 General

Top management shall determine opportunities for improvement and

implement any necessary actions aim to address the needs and
expectations of customers and other interested parties.

These shall include:

a) improving products and services to meet requirements and to

address future needs and expectations;

b) correcting, preventing or reducing undesired effects;

c) improving the performance and effectiveness of the quality

management system.

Such improvements include correction, corrective action, continual

improvement, breakthrough change, innovation and re-organization.

10.2 Nonconformity and corrective action

10.2.1 When a nonconformity occurs, includes arising from complaints,

we shall take corrective action to eliminate the cause of
nonconformity in order to prevent recurrence. We also take
preventive action to eliminate the causes of potential
nonconformities in order to prevent their occurrence. This activity
is done through the use of procedure as define in WI-03 - Corrective
Action Request Flow Chart

10.2.2 DRYCO shall retain documented information as evidence of:

a) the nature of the nonconformities and subsequent actions taken;

b) the results of corrective action.

10.3 Continual improvement

DRYCO will continually improve the suitability, adequacy, and

effectiveness of the quality management system.

DRYCO will consider the results of analysis and evaluation, and the
outputs from management review, to determine if there are needs or
opportunities that shall be addressed as part of continual
improvement.

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