issued: 01.01.2011revision: 0

Quality-, Environment- andSafety Management- Manual

Quality-, Environment- andSafety Management- Manual

1. Key information about the company ...................................................................................................... 61.1. Statement by the management ............................................................................................................... 72. Basics ...................................................................................................................................................... 72.1 Process Descriptions ............................................................................................................................... 82.2 Operating Instructions ............................................................................................................................. 82.3 Associated Documents ........................................................................................................................... 83. Management Responsibility ................................................................................................................... 83.1 Quality and Environmental Policy ............................................................................................................ 83.1.1 Company Guidelines in form of higher ranking quality goals ................................................................. 93.1.2 Operative Guidelines ............................................................................................................................... 93.1.3 Financial Guidelines ................................................................................................................................ 93.1.4 Personnel Guidelines .............................................................................................................................. 93.1.5 Guidelines for Safety at Work ................................................................................................................ 93.1.6 Guidelines for Health and Environmental Protection ............................................................................ 9 3.1.7 Guidelines for the Waste Management Company ............................................................................... 103.2 Allocation of Resources and Personnel for the Task of Quality and Environmental Management ........................................................................................................ 103.3 Management Assessment of the QM-system by the Company Management ............................................................................................................. 103.4 Organization ......................................................................................................................................... 103.5 Risk Management, Emergency Planning ............................................................................................. 103.6 Public relations .................................................................................................................................... 103.7 Internal Communication ....................................................................................................................... 113.8 Quality Planning ................................................................................................................................... 113.9 Handling of Documents, Data, and Records ........................................................................................ 114. Management of Resources .................................................................................................................. 124.1 Training ................................................................................................................................................. 124.1.1 BriefingofNewEmployees.................................................................................................................124.1.2 Leader- and Employee Training ............................................................................................................ 134.2 Infrastructure and Working Environment ............................................................................................ 135. Product Realization .............................................................................................................................. 135.1 Customer Service ................................................................................................................................. 145.2 Complaints Processing ......................................................................................................................... 145.3 Evaluation and Selection of Suppliers, Subcontractors and Products ................................................ 145.4 Purchase Documents and Records ...................................................................................................... 145.5 Handling of Products Supplied by the Customer ................................................................................. 155.6 IdentificationandTraceability.............................................................................................................155.7 Handling, Storage, Packaging and Dispatching ................................................................................. 166. Measurment, Analysis and Improvements .......................................................................................... 166.1 Detection of Faults ............................................................................................................................... 166.2 Determination and Monitoring of Corrective and Preventive Actions ................................................ 166.3 Testing .................................................................................................................................................. 176.4 Measurement and Control of the QUM-Systems Effectiveness ......................................................... 176.5 Statistics for Self-Monitoring .............................................................................................................. 177 Basics of Safety-Management ............................................................................................................ 187.1 SGU–RiskIdentification.......................................................................................................................187.2 Training, Information and Instruction ................................................................................................... 187.3 SGU – Communication and Emergency Situations .............................................................................. 187.4 Inspection and Acquisition of Machines, Instruments, Equipment and Working Materials ...................................................................................................... 187.5 Reporting, Registering and Analyzing of Accidents ............................................................................ 18

1. Key Information about the Company

MUEGMitteldeutscheUmwelt-undEntsorgungGmbHisawater-andrecyclingManagement company. Itwas founded in1990.The company isbased inBraunsbedra in Saxony-Anhalt. MUEG operates branches in Saxony-Anhalt, Saxony and Brandenburg.

Duetothedevelopmentofitsownexpertiseintheareaofrecyclingacidictars MUEG has been a sought-after partner for the reclamation of abandoned industrial sites in Germany and also abroad. MUEGs activities concentrate on 4 core businesses.

These are, in particular

•Recyclingofwastematerialfrompowerplants inthewaste-recycling-plantsPeres,Lochau,andDeuben, •theoperationoftheindustrialsidingLochauaswellas the central maintenance

redevelopementofminingsiteswithbranchesinAsendorf,Beuna,Böhlen,Delitzsch-Südwest,Deuben,Espenhain,Großkayna,LochauandTrebnitz

•forrecyclingofsoils,compoundsoilsandothermineralwaste; •forproductionandsellingofsubstratesandcompoundsoils;

•forrecyclingoldwoodandmineralwaste; •forcompostingbiologicalwasteandsewagesludge; •Wastewatertreatmentandwatermanagementaswellas • production of fuel in the areas

- production of products made from permanently accumulating productionresidues(e.g.rohcem); -productionofcarbonfuelsbyrecyclingacidictars,tarsandroofing feltsaswellasothercarbonbasedpermanentlyaccumulatingwaste; including conditioning of sludge and immobilisation and inertisation of harmful substances - burning of carbon based fuels -burningofsewagesludgeandmeatandbonemeal

Furthermore MUEG engages in environmental remediation and reclamation ofdisposalsites,aswellastheplanningandengineeringinenvironmentalfields.MUEGsemployeesarecapableofsolvingnearlyeverywastedisposalproblemandcanoffercompletesolutionsincooperationwithpartnercompanies.Professionalcompetenceandflexibilityoftheemployeesensureworkofthehighest level of quality.

It isMUEGsaimtooffereverythingfromonesource,startingwithsurveyand license planning, site supervision right up to operating of recycling- and disposal plants.

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1.1 Statement by the management

Thequalityofwork,productsandservices,worksafetyandhealthprotectionofallinvolved,aswellasthepreventionofmaterialandenvironmentaldamageare inseparable.

InaccordanceofstatutoryregulationsandwithregardtolegalrequirementsMUEG strives to offer its customers the highest level of service quality. This must conform to high levels of safety, reliability and economic efficiency.Thereby the development of the company and ultimately the jobs of all em-ployees are secured. TAlso, in order to document its efforts externally, MUEG Mitteldeutsche Umwelt- und Entsorgung GmbH aims to continuewith thefollowingcertification:integratedmanagementsystemforsafety,healthandenvironmental protection(SGU), quality management system (QUM) according toDINENISO9001:2008specialisedcompanyforwastedisposal(Efb)accordingtoEfbV§52paragraph1oftherecyclingeconomyandwastelaw.

The documentation of the introduced management system consists of the SGU-/QM-manual and it´s associated documents such as the operating instructions. The included rules and regulations are mandatory for all employees.

Duetoacooperativemanagementstyle,acorporatestructurewiththehighestpossiblepersonalresponsibilityaswellaspermanentadvancedtraining,themanagement ensures that all employees on all levels of the organization recognizeandidentifywithitsquality,safetyandenvironmentalgoalsandact accordingly.

WithinthescopeofourSGU-policythepreventionofaccidents,work-relatedillness,work-relatedhealthhazardsaswellasenvironmentalandmaterialdamageisalwaysthefocusofouractivities.

The management is committed to a continual development of the management system.

The Management

2. Basics

The quality- and environmental management manual is structured according toDINENISO9001:2008,supplementedbytherequirementsofaspecializedcompanyforwastedisposalandthelegalobligationforoperatingsafety.TheemployeesofMUEGMitteldeutscheUmwelt-undEntsorgungGmbHarethe users of this manual and its additional process descriptions and operating instructions.

For them this documentation is

• the basic set of regulations for the organization of quality assurance, environmental protection and operating safety of the company, •amanualforeverydayworkpractice, •thefoundationforthebriefingandtrainingofallemployees aswellastheintroductionofnewfurther.

The employees in leading positions are responsible for introducing the re-gulationsofthismanualtotherespectiveworkareasandmakingsuretheyare applied.

Beyond that this manual also serves as:

•documentedevidenceofconformityforcustomers,authorities andlawcases •basicinformationfortheshareholdersofMUEG MitteldeutscheUmwelt-undEntsorgungGmbH •referencedocumentfortheauditingandcertificationconcerning quality management, environmental management, operating safety proofofqualificationse.gasspecialisedcompanyforwastediesposal.

The present manual is controlled by the companies QM-representative and if necessary adapted to requirements. The management authorises these adaptions. The QM-manual is revised at regular intervals and if necessary reissued. The quality- and environmental management manual and its co-associated documents are accessible to all employees via the company’s intranet.

All measures shown in this QM-manual are to be applied and enforcedconsistently according to their task description. Process descriptions and operating instructionsregulatespecificdetailsoftheworkflowandcourseof procedure and apply to the respective organization elements. These are managed in their entirety by the quality- and environmental management representative. Procedures and work flow instructions contain company-specificexpertiseand thereforearenot tobehandedout to thirdparties.For this reasonwork flow instructions and procedures are not part of theQM-documentation but separate documents.

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2.1 Process Descriptions

The process descriptions depict and explain all important processes and procedures and the respective responsibilities. All process descriptions are testedforefficiencyintheannualauditandareavailableonthecompany’sintranet.

2.2 Operating Instructions

The company’s valid operating instructions are divided into three groups:

• operating instructions-technical (BAT) • operating instructions-organizational (BAO) • operating instructions-hazardous material (BAG)

All process descriptions are also available via intranet.

2.3 Associated Documents

Associated documents are all documents important for process operation thatcannotbeclassifiedasprocessdescriptionsoroperating instructions.These also consist of externally statutory documents. These are permanently filedintherespectiveorganisationunitsinthecompany´sintranetascopiesandasoriginalswiththecompany’sQM-representative.

3. Management Responsibility

Customer orientation is an integral part of the management accountability.The management ensures that all the customers´ requirements and expectations aremetbycreatingandsustainingawarenessinitsemployeesforthefilfillmentof these requirements through practical, relevant regulations.

MUEG,with itsheadoffice inBraunsbedra,defineswith itsqualityandenvironmemental policy the basic quality and environmental principles as wellastheguidelinesofthecompanyandtherebydocumentsitscommitmentto monitor these.Quality and environmental policy, guidelines and quality and environmental goals are communicated by the management to the employees via the company’s intranet.

Compliancewiththeseguidelinesischeckedregularlyandatthesametimethey establish the basics for the companys’ goals in the operative units.

Thedefinitionofresponsibilitiesandreciprocalrelationshipofallemployees,executives, operatives and supervisors, meaning anyone performing activities withenvironmentalimpact,serveasacleardivisionofresponsibilitiesandauthorisation of each employee to

• ensure the instigation of preventative measures against errors •assessandrecordallqualityandenvironmentaldeficits during execution of operations • be able to foresee and induce solutions to problems according toafixedprocedure

At least once per year, at regular intervals, the management or a representative ofthemanagementassessesifallrequirementsoftheQM-systemarefulfilled.This reviewof theQM-systemserves toevaluate theefficiencyof theQM-system,aswellastodetecttheweakpointsandtoinitiateimprovements.

3.1 Quality and Environmental Policy

The quality and environmental policy is determined by the companys’ guide-lines and the customer orientated quality and environmental principals.It supports the derived goals and initiatives. Simultaneously, it encompasses the compliance of external quality and environmental requirements, ensuring afoundationforatrustingcooperationwithcustomers.

As a medium sized enterprise MUEG feels compelled in all its activities to be the competent partner for its customers. All activities must be orientated towardsthecustomersandtheirexpectationswiththeaimofgeneratingthehighest customer satisfaction.

This,combinedwiththecompliancewithlegalobligationsandconservationof the environment and its resources, sets us apart from our competitors. Thesespecificobjectivesaredocumentedinourannualoperativedepartmentunits catalogue.

Infuture,itwillnotonlybe dependent on the quality of performed ser-vices but also on the quality of internal perfor-mance, to achieve these goals; therebeforeeveryemployee is called upon to contribute towardsthis goal; thinking andacting in a quality and environmentally awaremanner.

We pursue our objec-tives very effectively andsafelyinwithinhis/herownfieldoftheenvi-ronment and accordance withlegalrequirements.

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3.1.1 Company Guidelines in Form of Higher Ranking Quality Goals

The main objectives for all activities are the corporate guidelines of MUEG. These have priority in the relationships between customers, employees and suppliers.

MUEG understands the realization of quality policy as follows

customer satisfaction with all products and services, annually developed measurable company goals in the operative units, encouragement of quality awareness and a continual process of its improvement, trained and motivated employees, cost reduction through avoidance of mistakes and optimized work and process procedures, organisation of the company’s system from an integrated point of view, functional and rational standard incorporation of suppliers and subcontractors into the QM-system

3.1.2 Operative Guidelines

Concerning operative decisions the company orientates itself towards following guidelines:

concentration on areas of operations and business segments where MUEG can preserve and expand its competitive position MUEG aims for a future-oriented gain (continuity, safety, growth) and not for short-term profit. the customer is always right. He wants quality. MUEG therefore offers high performance for a reasonable price. MUEG offers a situation- and market-oriented price policy.

3.1.3 Financial Guidelines

In the interest of a high net product all options for cost reduction are considered. In particular through:

cost control through individual budget responsibility. cost transparency and regular performance reviews. openness and transparency towards auditors and banks.

3.1.4 Personnel Guidelines

Goals and definitions of dealing with employees in our company are:

MUEG performs teamwork on the basis of fixed labor division (tasks, responsibilities) Job structures and tasks are organized in a motivating fashion. MUEG pays according to effort and in accordance with company internal regulations. MUEG supports necessary advanced training, to perform tasks in the most optimal way We improve the working environment and the safety of the workplace to the greatest extent possible. To ensure accomplishment of all goals MUEG employs sufficient staff.

3.1.5 Guidelines for Health and Safety at Work

The company belongs to the Building Sector Trade Association, Section Civil Engineering and Energy, Textile, Electro, Media Production and Traffic (MILOG). Due to regular payment of contributions all employees are insured against work and commuting accidents and occupational illnesses.

The management has engaged its own safety expert for the company.

Following guidelines determine our actions:

establishment and maintenance of work places, production mechanisms, machines and instruments according to regulations, consequent application of the accident prevention regulations of the trade association, issues of additional operating instructions, regular checkups of the production sites and reports to the management by our safety expert, regular safety briefings for all employees, appointment of a safety representative and first aiders, compliance with fire prevention rules through regular checkups and inspections with the fire department and fire prevention authorities

3.1.6 Guidelines for Environmental Protection

MUEG´s services are all performed in accordance with mandatory and official regulations for environmental protection and follows the goal that in case of conflict environmental issues have priority over economic issues.The goal is to perform all tasks so that

environmental risks are ruled out, no environmental damage is caused by the economic procedures of MUEG and resources are spared, they are transparent for customers, employees and the public, everybody can see that all employees on all levels act in an environmentally aware and safety conscious manner.

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3.1.7 Guidelines for the Waste Management Company

MUEGworksinaccordancewiththeregulationsoftherecyclingmanagementandwastemanagementact.

This means,

the degree of organisation at the operative sites conforms totheregulationsforawastedisposalcompany(EfbV), all employees are reliable and possess the necessary skills, ourfacilitiesandvehiclesallowaprofessionalandappropriate execution of all jobs, asufficientinsurancecoverageexists, information about the nature, quality and location of the materials treatedbyMUEGisalwaysavailable.

3.2 Allocation of Resources and Personnel for the Task of Quality and Environmental Management

The necessary resources and personnel for all quality and environmentally relevant tasks are allocated by the management. The implementation of qualityandenvironmentalpolicyaswellasqualityassurancemeasuresduringprocessing are the responsibility of each and every employee. The management has appointed a QM representative to ensure that all requirements of the QM systemaredefined,realizedandimplementedconformingtostandards.

3.3 Management Assessment of the QM-system by the Company Management

The QM representative is appointed by the management for the maintenance, supervision and coordination of quality and environmental management according toDINEN ISO9001:2008andEfbV.He reports directly to themanagement.

The essential tasks are as Comprises:

•fulfillmentoftherequirementsinaccordancewith DINENISO9001:2008,14001:2009aswellastheregulationsfora wastedisposalcompany(EfbV), • system adjustments according to changing objectives/organizational structure and legal changes, • optimisation of means to recognise and prevent errors in environmental and quality areas,

• initiation and determination of schooling and training measures in the sections of the QM-system, evaluation of the effectiveness of the QM system through quality and environmental audits, • maintaining and distribution of QM documentation, •relationshipbetweenworksafetyandquality and environmental management.

The management is committed to evaluating the effectiveness of the QM system regularly itself or through the QM representative. This evaluation is documented inwriting in reports.Verbal reportsof theQMrepresentativeand the annual system audit round off the evaluation. Generally, the follo-wingaspectsshouldbecheckedduringmanagementevaluation:

• random sampling of quality and environmental assurance measures, •randomsamplingoftheinternalaudits/qualityawareness of the employees, • checking of the QM system based on standards, • realisation of the quality and environmental policy, • if necessary changing/adjustment of QUM documents.

If, due to the QM evaluation, measures are necessary for the maintenance and improvement of the QM system, these measures are to be implemented immediately. The observations, conclusions and recommendations resulting fromtheQMevaluationaretobereportedtothemanagement inwriting.These documents form the basis for taking action to improve of customer orientation.

3.4 Organisation

Responsibilitiesarebindinglydocumented in theQMmanualaswellasprocess and job descriptions and operating instructions. The accurate or-ganisation plan is deposited on the company’s intranet and is continuously updated. The employees are obliged to abide by the regulations of the QM manualaswellasadditionalinstructions.Furthermoreemployeesareobligedto reportemergingdeviations to their superiorswhocan thenchange thespecificrulesthroughtheQMrepresentativeifnecessary.The QM representative is responsible, for the maintenance and development of the QM system described in this manual.

3.5 Risk Management, Emergency Planning

MUEGs emergency planning encompasses:

•healthandsafetyatworkinstructionsforemployees, • on-call duties, •fireregulations, •briefingofnewemployees, • operating instructions.

There isamandatoryalarmandreportsystemwhichcanbeviewedbyatSIFA.Regularinspectionswiththeresponsiblefiredepartments,tradecontroland technical inspectors of the responsible trade association enhance and improve emergency planning.

3.6 Public Relations

The management is responsible for the organisation of public relations. A consultant for public relations is appointed by the management for exercising these tasks. The management and the appointed consultant for public rela-tions are the contact persons concerning questions, complaints or notices to thepublicinimmediateconnectionwiththeoperationsofMUEGMitteldeut-scheUmweltundEntsorgungGMBH.

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MUEG practices active and direct public relations. In addition MUEG offers the possibility of direct contact via the company’s homepage through a contact form for enquiries and suggestions. Also a hotline has been installed that customers can reach at any time free of charge. With utilization of different media like internet, press, direct-mailing or e-mail, MUEG presents itself in

a detailed company de-scriptionwithitsrangeof services. This also compliments our of-fers for new clients.Further activities rela-tive to public relations are initiated by the ma-nagement according to current projects and special require-ments resulting from these. Communication with the public is rea-lised through regular contact with the localmunicipal facilities and authorities, participati-on in regional or trans-regional tradefairs or exhibitions, issuing of brochures or the imple-mentation of specially arranged presentations. Customer tours are of-fered and conducted by request.

3.7 Internal Communication

Internal communication takes place through coordinated meetings. Daily briefings between involved compliment these. Furthur methodsofcommunicationarethetelephone,fax,e-mailaswellascontinuouspersonal communication concerning procedures and strategies on the market aswell as for customer satisfaction. In addition continuous infor-mationexchangeonall levelsof servicebetween locations isensuredbyelectronic data transfer e.g. by the company´s intranet.

3.8 Quality Planning

The management / departmental heads ensure that all business processes take place in a controlled and systematic fashion. In this they are supported bytheQMrepresentative.TheQMsystemanditsmanualaswellasfurthurdocuments, in particular process descriptions and operating instructions, are the foundation for quality planning. The operational procedures established withinensurethequalityofthecompany’sworkandatthesametimeserveasthe foundation for quality assurance and control. Annually assessed measurable quality goals are also part of this. The allocation of control measures is a further part of quality planning. These include amongst other things:

• economic considerations, • staff meetings, • job descriptions, • training measures.

The department heads are informed of the consultations taking place in policy definitionsbythemanagement.

3.9 Handling of Documents, Data and Records

The principle is to ensure that documentation of any kind is legible, dated, clearandeasilyidentifiable.Qualityrecordsserveasproofofthefunctioningmanagement system. Quality records also serve as

• a means for detection of process problems, • decision support for corrective measures, • decision support in case of complaints processing, •evidenceofcarriedoutwastemanagementprocedures.

Records on quality accumulate in all areas of the company and are saved and kept on paper or on electronic or other media. Each respective employee is responsibleforthis.Thesafekeepingperiodiseitherregulatedbylawor,ifthis is not the case, decided upon by the company itself.Allspecifications,recordsanddataaretobe

•verifiedbeforeacceptanceandstorage, • stored in an easily traceable fashion, • stored for a set period of time, • protected from damage, loss and impairment during storage.

Electronic data is saved regularly and archived in a safe place. Access en-titlements have to be clearly regulated and secured. The electronic data de-partment is responsible for this. The period of safekeeping for records relevant tothedailyoperationsdiaryofawastemanagementcompanyissetat5years.

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4. Management of Resources

MUEG provides all resources necessary for the initiation, maintenance and continuous improvement of the quality and environmental management system inthecompany.Inthecourseofthisthetrainingandqualificationaswellasthe encouragement and motivation of all employees play a central role in MUEGs company structure.

Employees and superiors are in constant dialogue for the establishment of goals deriving from the company guidelines. Therefore the employees and superiorsqualificationsandadvancedtrainingisofgreatimportancetothecompany, and for the main part lies in the superior’s responsibility but also inthatofeachemployee.TheefficiencyoftheQMsystemisdeterminedbytheemployeesincorporatedwithinit.Throughspecifictrainingtheyareableto recognise and utilise all facilities and techniques the system offers and supports.Conditionstoensureandmaintainadequatepersonnelqualificationsare established.

Besides the QM system the requirements on the market are a decisive factor for determining the manner and frequency of training and advanced training.

Thismeansspecificallyforourbusinessthat

•theemployeesandsuperiorsforeveryjobarequalifiedor trainedaccordingtotheiroccupationandreceiveajobdescription; •theknowledgeofstaffandmanagmentadaptsitselftochanging requirements so that these personnel are then prepared for future assignments, • the motivation and acceptance of the QM system is increased and adjusted to the requirements of the market and the customers.

4.1 Training

Training takes place in all areas of MUEG. The annual training plan ensures thequalificationandadvancedtrainingoftheemployees.Itisadministeredby the personnel department. The ascertainment of the necessity for training is carried out by the respective responsible department head. Ordinarily externaltrainingmeasuresareonlycarriedoutbyqualifiedandrecognisedtraining institutes. If deemed useful, the success of training is ascertained through questionnaires or other methods of evaluation.

Thesuperiorisresponsibleforthetrainingcertificatesoftherespectiveemployee.Trainingcertificatesarequalityrecordsandarelocatedinthepersonnelfiles.

4.1.1 BriefingofNewEmployees

Themanagementorthedepartmentheads,theirrepresentativesaswellasallsupervisors are responsible for the implementation of introduction courses that encompassthefollowingtopics:

informationonthecontractandsocialservicesaswellasrights and obligations, jobspecificbehavior,employmentandknowledge, briefing,instructionandtrainingaccordingtojobrequirement information on the rules and standards of the company, awarenessofquality,environmentandsafety-consciousbehaviour.

Eachnewemployee isappointed so thathealwayshas thepossibility todrawonanexperiencedcolleaguessupport.Untilitisassuredthatthecon-cerningareaofworkhasbeenmasteredindependentworkcannotstart.The evaluation of successful introductory training is carried out by the res-pective superior.

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4.1.2 Management and Employee Training

Due to the flat line hierarchy special training for management and employees is necessary to ensure customer satisfaction. In the course of this the following has to be considered:

•social competence when dealing with customers (e.g. leading co-workers, communication and cooperation) •methodical competence e.g. quality management, environmental management •professional competence focused on the application of facilities and techniques in the areas of maintenance, plant and availability.

4.2 Infrastructure and Working Environment

The information infrastructure necessary for the fulfillment of customer requirements is provided for the employees in the form of process descriptions, operating instructions, associated documents and electronically supported databanks. The electronic data department ensures that suitable methods of information handling are available for all involved in the process and that regulated access to and protection of data is guaranteed.

As a modern waste disposal service provider we ensure with our investments that all employees have access to necessary infrastructure in the form of workspace, instruments and facilities, equipment as well as hard- and soft-ware. Services provided by selected suppliers are integrated into process operations.

MUEG generates appropriate investment plans, maintenance plans and keeps necessary records on the execution and completion of plans. Through SIFA and the company doctor MUEG ensures that the psychological and physical requirements of a modern workplace are met, and are continually adjusted and improved in accordance with general health protection.

5. Product Realisation

MUEG Mitteldeutsche Umwelt und Entsorgung GmbH has defined procedures and methods to plan, control and document processes, their procedures and interrelationships under continuous operations to ensure customer satisfaction. Thereby results from planning processes especially of quality planning are taken into consideration. All processes take place in controlled conditions. In this context the respective process descriptions for product realisation are especially important to MUEG. The required information for product reali-sation is available for all employees in writing or as electronic data on the company’s intranet. Each respective employee with direct customer contact has an important function for fulfilling customer satisfaction and external representation of the company.

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5.1 Customer Service

Throughconstantcontactwithcustomers,viathedepartmentmanagers,theprovidedservices,aswastedisposalcontractor,andproductsarecontrolled,managedandexecutedinaccordancewiththeconditionsofthequalityplaning.In doing so the respective special requirements of the customers are met if technically or organisationally possible.

Thedepartmentmanagersareinclosecontactwiththemanagementduringthis.Ineveryphaseofservicedeliveryandproductioncontactwiththecustomeris maintained through letter, telephone fax or electronic media (internet).

In cases of special customer supplier relationships the management settles ambiguitiesdirectlywiththecustomer.Otherwisetheresponsibilityforthislieswiththerespectiveserviceprovider.Throeghinformationfeedbackfromthe customer it can be assured that necessary improvements in conformity withthemarketcanbeundertaken.Deadlinesforthedeliveryrequiredqualityand desired delivery terms play an important role in this.

The respective department manager is obliged to evaluate the services or products of his department regarding the customer’s acceptance. In this he is supported by the employees involved in the process. Evaluation of customer satisfaction takes place through a personal dialogue.

Dialogue reports are kept in the form of informal notes. The results of the evaluation are communicated to the management verbally. Evaluations take place in the scheduled meetings. These take place regularly. Customer servi-ces also takes place through visits to customers or by telephone.Key customers are regularly serviced further customer visits take place independently. Themanagementmaintains contacts especiallywith keycustomers such as public contractors through agreed appointments.

These services are enhanced by

• issue of information brochures (these contain information on products and special services of the company MUEG/MILOG.) • information on the company on the internet, • continuous manning of the main telephone line during opening hours, •introductionoftheemployeeonthephonewithcompanynameand ownname, •guaranteethatthereisalwaysaresponsiblecontactpersoninour company available to the client or customer in case of illness or holidays.

5.2 Complaints Processing

Complaints based on minor errors are handled directly by the respective employee. Complaints resulting from greater errors are communicated to the management through the department manager. These induce corrective and preventivemeasures.Furthermoreafilenoteismadeforeachseriouscom-plaints. These also include the furthur courses of action tp be taken and/or the introduced measures.

5.3 Evaluation and Selection of Suppliers, Subcontractors and Products

Theselectionofsuitablesuppliersandsubcontractorsfollowsthecomplianceto company guidelines stated in chapter 3. Reliability in service procedures, production and ensured customer satisfaction are of special importance for the continued existence of the company. For this reason, if necessary, internal audits are conducted. The evaluation and selection of suppliers and subcon-tractors is directed by the respective department managers in coordination withthemanagement.Themanagementisresponsiblefortheevaluationofallcommercialissueswhiletherespectivedepartmentmanagersarerespon-sible for the assessment of all technical issues.

Thefollowingcriteriaapplytosupplierevaluation:

• price, • quality and reliability of the product, service •specificationsfromthecompanyguidelines, • delivery reliability, • customer service, response time.

5.4 Purchase Documents and Records

The purchase documents, especially:

• order requirements of the respective department, orders, •tenderdocuments,offers,awarddocumentsandcontracts, • information on suppliers, subcontractors, • supplier list, • records of defects, complaints, •correspondencewithsuppliers,subcontractors, •detaileddescriptionoftheitem(spec.)inaccordancewithvalidnorms, rules and regulations of trade organizations, conditions of trade organi- zationsandauthorities,CEcertificate, •intechnicalfacilitieswithgreaterdegreeoftechnicalspecification, specificationbooks/functionalspecificationdocuments,

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are documented by the responsible department conventionally or on compu-ter and stored for at least 10 years. All purchase documents are subject to the regulations of „handling of documents, data and records“.Verification serves the purpose of determining the identity of the deliverywiththespecificationsof theorder.Thisenablescorrectionalmeasures incase of discrepancy. Receiving of goods, products or course of procedures thatdonotcomplywithrequirementshavetobesystematicallyinvestigated.This procedure ensures that a further accidental use of faulty services or products is ruled out.

All employees are therefore instructed to especially look out for deviations:

• equipment failure, • faulty services/products, • damage to equipment and vehicles, • shortage and inadequate samples, • delay in deadlines, •flawsindocumentation.

Every disturbance in procedures is analyzed for the nature and effect of the recognizederror.Forservicesthefollowingapplies:

•immediatecorrectionifpossible, •improvement,renewedexaminationandintroduction into the normal operating sequence, •rejectionbytheexaminerandnotationinthecompletioncertificate.

Regarding of products, all delivered products must be checked by the purchaser for compliancewith the order in the course of an inspection of incominggoods. If necessary the rejection of the product from the supplier takes place throughtheresponsiblepurchaser.Every reprocessedproductaswellasaccordingly controlled services must be checked again before further use in the process.

5.5 Handling of Products Supplied by the Customer

Thefollowingguidelinesaretoensurethatproducts/equipmentsuppliedbycustomers are checked, utilized, stored and maintained appropriately and according to contract.Supplied products consist of equipment supplied by the customer that are stillhispropertye.g.wastereceptacleslikecontainers,skipsetc.

The respective department manager is responsible for:

•contractualagreementswiththecustomer, • receiving inspection, • utilisation/operations/maintenance, •finalclearance.

of the respective equipment. The rail operations manager is informed in caseofwagondamage/shortfall.Heinducesfurthermeasures. Ifsuppliedproducts are damaged or lost the respective department manager is to be informed to decide on further action. The supply of containers and skips is contractually regulated. The responsible employee notes deviations from the normonthedeliverynote/weighingslipconcerning: • condition on handover, • conditions for operations/utilisation, • conditions on return

5.6 IdentificationandTraceability

Identificationandtraceabilityofimcomingandoutgoingmaterials,products,services and the respective documents is ensured in all phases of service deliveryinaccordancewithlegalregulationsforclearlabeling.Thelabelingsystem that makes the service delivery traceable is described in the process descriptions and the associated documents.These are utilised in:

• planning processes, • disposal records, •accompanyingcertificates, •freightdocuments,deliverynotes,weighingslips • examination records, • logbook according to EfbV.

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Faulty products are labeled by a restriction notice or adhesive label. The label-ling of the test status differs for our products and services.For all inhibited services and products the labeling takes place through:

•definitemarkings, • adhesive labels or labeling of other types, • inhibition notes.

Appropriate records (inhibition notes) on prohibited goods have to be maintrained.

5.7 Handling, Storage, Packaging and Dispatching

The handling encompasses all procedures and means utilised to rule out in-terferencewith service and product quality. These include transport units(vehicles, receptacles, pallets) set storage organisaton and schedules, as wellasinstructionsontaskssuchas:

• unloading, • internal transport from unloading to place of treatment, • loading of vehicles, • transport to the customer.

Furthermoretherequiredworksafetymeasuresalwayshavetobecompliedwithandrelevantpersonalsafetyequipment(likegloves,headprotection,safetyshoes,hearingprotection,specialworkclothing)hastobeprovidedandworn.Thestorageconditionslikespacerequirement,premises,stackingheight have to correspond to the respective substance and material and are not to affect their quality. The statutory and technical licensing requirements mustalwaysbeobserved.

6. Measurement, Analysis and Improvement

Inthischapterthecompanydefineshowfaultdetection/assessmentandtreatmenttakesplaceandhowthesubsequentcorrective,preventativeandimprovementmeasuresarederived. ItensureshowtheQMsystemismo-nitoredandhowa continuous improvement process improvement process(CIP)isinitiatedwhichcoversalltheserviceandproductiondepartmentsofMUEG/MILOG. All employees of MUEG/MILOG are responsible for executing corrective, preventative and improvement measures in their respective area of responsibility. The measures are predetermined by the management or department manager. The QM representative is especially responsible for all measures regarding the QM system. Simultaneously he controls the validation of the continuous improvement processes.

Allmeasureswhichexceedthesetvaluelimitsconcerningcompanypolicyorsignificantbusinessrelationshipsaredecideduponbythemanagement.

6.1 Detection of Faults

Everyemployeeisresponsiblefordetectionoffaultsinhisareaofwork.Heisobligedtoinducenecessaryimmediatemeasures.Faultsthatinfluencethedailyworkandproductionsafetyorthedailyefficiencyhavetobereportedto a superior immediately. The superior then decides on further measures. Logging of type and location of fault and possibly cause takes place in the process-accompanying documents. In addition to this the management or departmentmanager can initiate the issue of a detailed deficiency reportif this demeed necessary. The department manager analyses serious faults accordingtothefollowingcriteria:

• kind of fault, • cause of fault, source of fault, • impact, direct and indirect •possibilitiesforrectification/avoidance,

incoordinationwiththeemployeesofothers,affecteddepartmentsand,ifnecessary, the QM representative. The result of the analysis is the foundation for the corrective and preventative measures to be executed.

6.2 Determination and Monitoring of Corrective and Preventive actions

Correctivemeasuresforrectificationofanoccurredfaultarearrangedbythedepartmentmanagerincoordinationwiththemanagement.

These internal measures can be:

• adjustment of documents, • adjustment of process instructions, operation instructions • training and instruction.

The implementation of these measures and their success is monitored by the department manager and readjusted if necessary. The QM representative is engagedtoinitiateorimplementcorrectivemeasures,formeasureswhichimpinge on quality or environmental management.

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Preventative measures for error avoidance result from:

• regular customer calls/contact, •electronicdatanetworkingofworkplaces, • introduction of an OP (open position) list, • regular reminders, • training of employees, •conversationwithemployees, • results from audits and examinations, • regular company examinations, •newtechnicalorlegalrequirements, • evaluation of results from customer complaints, • evaluation of occurred errors.

Preventative measures include:

•firesafetyregulations, • training plan, • company guidelines, • process descriptions, • operating instructions, • job descriptions, • instructional protocols

6.3 Testing

Testing takes place in all areas of MUEG/MILOG to ensure that our quality re-quirementsaremetandthesetworkingorderisfollowed(target-performancecomparison).

Planningfortestingtakesplacebeforethefirstutilisationofaservicethroughthe responsible employee or results from the customers‘ requirements. Due to continuous monitoring of the service production changes in the process specifications regarding the typeandscopeof testingmay result. Insuchacase the respective process descriptions or operating instructions are revised. These planned examinations and controls enable an early recognition of faults and discrepancies and if necessary an implementation of corrective measures. Typeandscopeofthenecessarytestingaswellasresponsibilityforthemareprimarily determined in the licenses, process descriptions and associated docu-ments. Examination records are generated by the responsible employee.

Examination records are:

• records on the executed operation, •datasheetsandhandovercertificates, • error detection documents/ control cards, • testing results, • test books, • labelling of products.

Examination records are archived according to requirements of the list of QM documents/recordsandenabletraceabilityintheframeworkofthemonitoringprocesses.

6.4 Measurement and Control of the QM-Systems Effectiveness

Annual quality audits are performed for evaluation of effectiveness of the QMsysteminaccordancewithDINENISO10011.Internalauditspursuethefollowinggoals:

• ascertainment if the QM systems elements meet the requirements ofDINENISO9001:2008,EfbVandstatutoryrequirementsof industrial safety. • evaluation of the effectiveness of the QM system in achieving thedefinedqualityandcompanyguidelines,

toensurecompliancewithstatutoryandinternalrequirementsandregulations.

The methodology of the audits enables the description of the effectiveness of operating sequences and in the course of this the early recognition and removalofweakpoints.Qualityauditsareplannedtobeofassistanceandsupport and not to have the function of a revision. An external or internal audit leader can be appointed to the task of auditing by the management. If necessary an audit team can be assembled. The audit plan is coordinated withthemanagementanddistributedtoallemployees.Theresultsof thelast audit serve as preparation for the planned audit.

6.5 Statistics for Self-Monitoring

Currently MUEG/MILOG is creating and evaluating statistics concerning key figures.Theseimportanteconomickeyfiguresforcontrollingprocessesaredocumentedandusedregularlyasfundamentalinformationfornewtargetfigures.

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7. Basics of Safety-Management

In this chapter MUEG Mitteldeutsche Umwelt- und Entsorgung GmbHascertainshowtherequirementsofsafetymanagementandthemeasuresre-sulting from this are executed. The requirements of an SCC-system (Safety Cer-tificationContractors)aremetonthebasisofthecompany’spolicystatementinconnectionwithsafetyrelatedaswellasoccupationalhealthsupervision.

7.1 SGU–RiskIdentification

The company possesses an SGU-organisation, depicted on the representative organisation chart. Respective appointments and transfer of responsibilities determinetasks,competenceandresponsibility.Theoperationalandworkplace relativehazardevaluation,according toworksafety laws, iscarriedoutwithactiveinvolvementofitsusers.Allhazardevaluationsarecheckedannually for effectiveness and up-to-dateness. The operating instructions available to the company and the personal protection equipment supplied freeofchargearedefinedbytheevaluationofhazards.

7.2 Training, Information and Instruction

AllemployeespossesadequatequalificationsaccordingtotheirjobsandareverifiablytrainedcorrespondingtotherequirementsoftheSCCdoc.16aswellasdoc.17andhavepassedanappropriateexam.RegularSGUinstruc-tionsofallemployeesandspecialinstructionsforthoseworkinginespeciallydangerousareasofworkensureafoundationforsafeworkinthecompany.All employees in the SCC unit have an appropriate safety pass. These are controlledandupdatedbythepersonneldepartment.Thequalificationmatrixis the foundation for this.

7.3 SGU (Safety, Health and Environmental Protection) – Communication and Emergency Situations

Work safety committee (WSC) meetings are held regularly. Within the com-panyinaccordancewithstatutoryobligationsthecommitteemeetsatleast4 times a year. The management is directly involved in these meetings. Cur-rent emergency and hazard prevention plans are available in the company and on the building sites. The employees are instructed according to these emergency and hazard prevention plans. appropriate first aid kits and fireextinguishers are available.

7.4 Inspection and Acquisition of Machines, Instruments, Equipment and Working Materials

Toensurethemaintananceofasafeandhealthyworkenvironmentmonthlyinspectionsof theworkplaceandsitesarecarriedoutby the responsiblesuperiors. The inspections are documented in corresponding reports and eva-luated by the WSC if faults are noticed.All purchase actions take place in accordancewith SGU criteria. Thereforeespecially accompanying documents relevant to work and environmentalprotection,aswellassafetydatasheets,productinformationandoperatinginstructions are of great importancewhen purchasingmachines, devices,equipmentandworkmaterials.

7.5 Reporting, Registering and Analysing of Accidents

Allaccidents,withandwithoutoccupationalinjury,occuringinMUEGMit-teldeutsche Umwelt- und Entsorgung GmbH are recorded and evaluated.Evaluated accidents are processed in statistics and forwarded to the em-ployees by the company’s intranet. Appropriate preventative measures are derived from the evaluations and integrated into current processes to avoid further accidents .

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ThecompletecurrentcertificatesofMUEGGmbHcanbedownloadeddirectlyfrom:www.mueg.de

MUEGMitteldeutscheUmwelt-undEntsorgungGmbH•Geiseltalstraße1•06242Braunsbedra•Germany