MANAGEMENT REVIEW

General

Top management shall review organization's quality management system, at planned

intervals, to ensure its continuing suitability, adequacy and effectiveness. This review

shall include assessing opportunities for improvement and the need for changes to the

quality management system, including the quality policy and quality objectives.

Records form management reviews shall be maintained

Review Input

The input to management review shall include information on

a) results of audits,

b) customer feedback,

c) process performance and product conformity,

d) status of preventive and correction actions,

e) follow-up actions from previous management reviews,

f) changes that could affect the quality management system, and

g) recommendations for improvement.

Review output

The output from the management review shall include any decisions and' actions

related to

a) improvement of the effectiveness of the quality management system and its

processes,

b) improvement of product, related to customer requirements, and

c) resource needs

SSAL\Management Review Checklist.xlsx

GLASS/PLASTIC BREAKAGE POLICY

To avoid contaminating food with glass or hard plastic materials other than

ordinary glass, porcelain and enamelware (e.g. stainless steel, toughened

plastic) are used wherever possible in areas where food is handled. (This

includes containers, mirrors and gauge covers). All fluorescent tubes are

fitted with diffusers or safety coated light strips.

In the event of a breakage the following procedure is to be followed:

1. Notify a responsible person (e.g. supervisor/manager/owner).

2. Stop food production where contamination of the product is possible until

restarted by a responsible person.

3. Examine all products near the breakage and, if contaminated (or

reasonably likely to have been contaminated) discard the product.

4. Carefully sweep up the glass/other fragments into a dustpan and transfer to

a suitable container (e.g. a cardboard box to be marked ‘Broken Glass –

Take Care’).

5. Wipe all areas (including equipment and floor) in the vicinity of the

breakage with a clean wet cloth.

6. The responsible person (supervisor/manager/owner) must inspect the

whole area carefully and declare it clear before production resumes.

7. Record all breakage incidents in the daily diary, including date, time, place,

and actions taken and which, if any, products were contaminated.

Approved by:

Name: Position:

Signed: Date: / /

CUSTOMER COMPLAINT AND RECALL POLICY & PROCEDURE

Policy

Silver Spark Apparel Ltd welcomes the information and feedback from customers, which

will enable us to improve the quality of service provided. SSAL recognises the value in

complaints and will accept the complaint openly. The complaint is seen as an

opportunity to review and evaluate the service we deliver. The complaints procedure will

be clear for everyone to understand and will give SSAL customers the confidence that

the complaint will be treated confidentially and with no retribution.

Complaints & Recall procedure

In the first instance complaints may be made in person, over the telephone or in

writing with photos as determined by the customer.

Anonymous complaints will not be accepted.

The Marketing & Merchandising staff member will notify the Quality Department

& Related Departments that a complaint has been made.

The complaint is recorded as an E-mail soft copy and the action taken.

All complaints will be treated seriously but will be dealt with at the lowest

operational level within the organisation with the aim to resolving the complaint

promptly.

Customer affected by the complaint should be fully informed of all facts and given

the status of resolution.

The staff member receiving will attempt to resolve the issue in the first instance.

If this does not resolve the issue for the customer, the process will proceed to the

GM Operations and then GM Marketing & Merchandising.

The marketing staff member will advise the complainant of the complaints to the

GM Marketing &Merchandising,and will share the E-mail of the complainant and

advise them to they can speak to the GM Marketing & Merchandising on further

action

At this stage team will attempt to resolve the issue within 3 days.

13. The Customer will be informed of the outcome of their complaint and CAP will

be submitted for their confirmation on the complaints.

If the issue is still not resolved to the Customer’s satisfaction, the Customer can

suggest & advice the change in process and procedure which will be

implemented within 15days and mocks of the same will be submitted to the

customer, copy of the same will be retain with the merchants.

Effected shipped goods will be recalled, or appropriate support will be provide to

resolve the issue so customer quality standard will not be on stake.

CUSTOMER COMPLAINTS HANDLING FLOW CHART& RECALL PROCESS

Marketing Manager or relevant staff member is notifiedComplaint is recorded in the E-mail format soft copy

Customer is reminded of complaints verbally and in writing by merchants

Relevant staff member attempts resolution with customer

Action Taken YesCustomer Satisfied?

No

Manager investigates complaint; makes judgement about its reasonableness and determines appropriateness of further action

Complaint reasonable, pass to GM Further action takenNot reasonable No further action taken

Customer makes a complaint

End the process

Customer not satisfied

Report & Response sent to CEO for informationCustomerAction Taken on the problem in process & Recall of the shipment

Customer satisfied

End the process

INTERNAL AUDIT

The organization shall conduct internal audits at planned intervals to determine whether

the quality management system

a) Conforms to the planned arrangement to the requirements of the International

Standard and to the quality management system requirements established by the

organization, and

b) Is effectively implemented and maintained.

An audit program shall be planned, taking into consideration the status and importance

of the processes and areas to be audited, as well as the results of previous audits. The

audit criteria, scope, frequency and methods shall be defined. Selection of auditors and

conduct of audits shall ensure objectivity and impartiality of the audit process. Auditors

shall not audit their own work.

A documented procedure shall be established to define the responsibilities and

requirements for planning and conducting audits, establishing records and reporting

results.

Records of the audits and their results shall be maintained

The management responsible for the area being audited shall ensure that any

necessary corrections and corrective actions are taken without undue delay to eliminate

detected nonconformity and their causes.

Follow-up activities shall include the verification of the action taken and the reporting of

verification results

K:\FINAL\internal audits\audit procedure.docx

K:\FINAL\internal audits\Audit Process Matrix.xlsx

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K:\FINAL\internal audits\Internal Audit Process Map.docx

K:\FINAL\internal audits\Pre Audit Checklist.docx

BROKEN NEEDLE CONTROL PROCEDURES

When a needle is broken during sewing; every effort must be made to locate ALL

fragments of the broken needle in the garment(s); machinery must be checked,

including such areas as the sewing machine throat plate, feed dogs and bobbin

case. Use of magnet to locate / search all fragments of the broken needle is

recommended.

Any breakage must be recorded in the broken needle log immediately and the

broken fragments attached (kept) in the Log; entries into the

Log must be completed in full. This log should be kept in the plant supervisor’s

office. The QA or Product Safety Specialist will review this log during their site

visits.

If all fragments cannot be found, then the bundle of garments on which the

operator is sewing, and any bundles in close proximity must be taken to a

separate bin in the plant for further examination. A metal detection unit can be

used to help locate the needle fragments.

Unauthorized access to the bin must be forbidden. The bin may be painted in

RED for identification.

Under management supervision, all garments in the bin should be re-passed

again through the needle detector.

Garments not rejected again may be accepted.

Garments rejected again must be searched for metal contamination. If nothing is

found, pass the garment bundles once more through the needle detector. If no

contamination is detected, the garment bundle may be returned to the sewing

floor.

All needles must be accounted for at the end of each shift by tallying used

quantity against issued quantity.

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CORRECTIVE MAINTAINANCE (SOP)

8D steps

The 8D (Eight discipline) resolution approach to root-cause corrective action includes

these steps:

1. Detection of problem

The operator working on the machine may detect the problem by facing

unusual situation while performing his/her operation.

2. Call the maintenance team

The operator will inform the team leader/supervisor/line manager, whoever

can be approached fastest and tell him/her the problem and ask him to call

the maintenance team. Then, the maintenance team will be informed about

the problem, the machine and the location of the machine.

3. Team approach

The maintenance team will approach with the tools as per requirement of the

particular machine as described to him/her while informing.

4. Describe the Problem

The operator working on the machine will describe the problem occurring in

the operation. If he gets to know the issue of the machine, he will describe it

to the maintenance team.

5. Root Cause Verification

The maintenance team will check the machine and find the actual problem

occurring.

6. Implement Corrective Action

The maintenance team will take actions to the rectification of the machine, if

on-site corrective action is possible. If there is major problem, the machine

will either be replaced or taken to the maintenance department for resolving

the issue.

7. Verify Corrective Action

After the problem is resolved, the maintenance team will verify the working of

the machine.

8. Prevent Recurrence

The maintenance team will also make sure that the problem does not occur

again. He may change certain parts or lubricate certain parts as per

requirement.

PREVENTIVE MAINTAINANCE (Planning)

Preventive maintenance is planned as per the machines.

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K:\FINAL\maintainance\preventive maintainance (soft copy).xlsx

CONTROL OF NONCONFORMING PRODUCT

The organization shall ensure that product which does not conform to product

requirements is identified and controlled to prevent its unintended use or delivery. A

documented procedure shall be established to define the controls and related

responsibilities and authorities for dealing with nonconforming product.

The organization shall deal with nonconforming product by one or more of the following

ways;

a) By taking action to eliminate the detected nonconformity;

b) By authorizing its use, release or acceptance under concession by a relevant

authority and, where applicable, by the customer;

c) By taking action to preclude its original intended use or application;

d) By taking action appropriate to the effects, or potential effects, of the

nonconformity when nonconforming product is detected after delivery or use has

started.

Control of reworked product

Rework instructions including re-inspection requirements shall be accessible & used by

appropriate personnel  

Customer Information

Notify customers promptly if nonconforming product has been shipped 

Customer Waiver

When your product or manufacturing process is different from that currently approved,

then you shall obtain a customer concession or deviation permit prior to further

processing. 

Keep a record of expiry date & quantity authorized by each concession or permit 

Revert back to compliance with the original or superseding specification, when

the customer authorization expires 

Properly identify each container of material shipped on an authorization. This

also applies to purchased product 

Approve any requests from your suppliers before submission to your customers 

Key Explanation Points and Tips: 

Nonconforming product is defined as product that does not conform to customer

requirements; applicable regulatory requirements or your own organization

requirements. The definition may also apply to nonconforming processes and

services. Nonconformities may relate to suppliers and outsourced work; your own

organizational activities or product shipped to customers. Also review specific

nonconforming product requirements at OEM customer or IATF websites. 

The controls under clause focus on eliminating the nonconformity, but not the

cause. Your documented procedure for nonconforming product must include

controls and responsibilities to – identify; contain it, (i.e. prevent further

processing or use); keep records of the nature and other details of the

nonconformity; notify appropriate personnel and customers, where appropriate;

evaluate what disposition action needs to be taken; carry out timely disposition;

determine policies for release for further processing or shipment to the customer;

obtain customer concessions and deviation permits; rework and re-verification;

waivers and approvals of supplier materials, etc. 

Product or material found with no identification or its quality status is not known,

must be treated as nonconforming product and controlled by the above

procedure. 

If you find that nonconforming product has been shipped, without a customer

concession, notify the customer immediately and use your procedure, to

effectively contain and resolve the situation to your customer’s satisfaction.

Where required, use the customer prescribed form for recording and controlling

nonconforming product. 

An authorization refers to written permission (number or code) to ship or

manufacture nonconforming product. The permission is usually very specific

about product, quantity and time frame during which nonconforming product can

be shipped. The authorization number or code must identify each container

shipped under the authorization. 

A concession authorization allows you to ship nonconforming product, under

controlled conditions. A deviation authorization allows you to manufacture

product different from the original specification, under controlled conditions.

Ensure that all rework has evidence of re-inspection after the rework has been

done and that the personnel doing the rework and re-inspection have been

trained (keep records of training) and are using the rework instructions. 

All customer-oriented processes must show the interaction with your process for

nonconforming product. 

Performance indicators to measure the effectiveness of control of nonconforming

product may include – reduction in cycle time to evaluate and dispose of

nonconforming product; reduced errors in preventing unintended use or delivery;

improved alternate use of nonconforming product and cost recovery; etc.  

K:\FINAL\non conforming products\Nonconformance control Procedure.doc

K:\FINAL\non conforming products\Nonconforming Product.doc

TRAINING MODULE AND EXERCISE FORMAT

K:\FINAL\training module\Exercise Format.docx

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CONTROL OF DOCUMENTS

Documents required by the quality management system shall be controlled. Records

are a special type of document and shall be controlled according to the requirements

given.

A documented procedure shall be established to define the controls needed

a) to approve documents for adequacy prior to issue,

b) to review and update as necessary and re-approve documents,

c) to ensure that changes and the current revision status of documents are

identified,

d) to ensure that relevant versions of applicable documents are available at points

of use,

e) to ensure that documents remain legible and readily identifiable,

f) to ensure that documents 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, and

g) to prevent the unintended use of obsolete documents, and to apply suitable

identification to them if they are retained for any purpose.

CONTROL OF RECORDS

Records established to provide evidence of conformity to requirements and of the

effective operation of quality management system shall be controlled.

The organization shall establish a documented procedure to define the controls needed

for the identification, storage, protection, retrieval, retention and disposition of records.

Records shall remain legible, readily identifiable and retrievable.

CUSTOMER FOCUS

Top management shall ensure that customer requirements are determined and

are met with the aim of enhancing customer satisfaction.

COMPETENCE, TRAINING AND AWARENESS

The organization shall

a) determine the necessary competence for personnel performing work affecting

conformity to product requirements,

b) where applicable, provide training or take other actions to achieve the

necessary competence,

c) evaluate the effectiveness of the actions taken,

d) ensure that its personnel are aware of the relevance and importance of their

activities and how they contribute to the achievement of the quality objectives,

and

e) maintain appropriate records of education, training, skills and experience

PRODUCT REALIZATION

Planning of Product Realization

The organization shall plan and develop the processes needed for product realization.

Planning of product realization shall be consistent with the requirement of the other

processes of the quality management system .

In planning product realization, the organization shall determine the following, as

appropriate:

a) quality objectives and requirements for the product;

b) the need to establish processes, documents, and provide resources specific to

the product;

c) required verification, validation, monitoring, measurement, inspection and test

activities specific to the product and criteria for product acceptance;

d) records needed to provide evidence that the realization processes and resulting

product meet

requirements

The output of this planning shall be in a form suitable for the organization's method of

operations

NOTE 1 A document specifying the processes of the quality management system,

(including the product realization processes) and the resources to be

applied to a specific product project or contract can be referred to as a

quality plan

NOTE 2 The organization may also apply the requirements given to the

development of product realization processes

SUPPLIER PERFORMANCE CONTROL

A Collaborative communication is required for continuous supplier performance

improvement

Enhance supplier knowledge (of manufacturer needs)

Build supplier affective commitment (toward the manufacturer).

Establish capability control to enhance the positive effects of both supplier

knowledge and supplier affective commitment on continuous supplier

performance improvement, whereas process control undermines the effect of

supplier knowledge on the outcome.

Emphasize capability control

Emphasize process control to foster continuous supplier performance

improvement.