ITD Quality Manual
Information Technology Division
University of Limerick
Quality Manual
“Quality is delivered by people,
to people,
through people”
The electronic version of this document is the latest version. It is the responsibility of the individual to ensure that any
paper material is the current version. Printed material is uncontrolled documentation.
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ITD Quality Manual
TABLE OF CONTENTS
Table of Contents
2
1.
INTRODUCTION
3
1.1
ITD Quality Policy ............................................................................................. 3
1.2
Structure of QMS ............................................................................................... 3
1.3
Scope ................................................................................................................ 3
1.3.1
2.
3.
Exclusions ................................................................................................. 4
CUSTOMER SATISFACTION 4
MANAGEMENT RESPONSIBILITY 4
3.1
Quality Planning................................................................................................ 5
3.1.1
Management Objectives ............................................................................ 5
3.2
Responsibility, Authority and Communication .................................................. 5
3.3
Management Representative ............................................................................. 5
3.4
Management Review Process ............................................................................ 5
3.5
Communication (Internal & External) ................................................................ 7
4.
RESOURCE MANAGEMENT 7
4.1
Work Environment and Infrastructure ............................................................... 7
5.
MONITORING AND MEASUREMENT
8
5.1
Analysis of Data................................................................................................. 8
6.
PROCESSES 8
6.1
Process Map...................................................................................................... 8
6.2
Management Procedures .................................................................................. 9
6.3
Service Realisation Procedures ......................................................................... 9
6.4
Relationship Between Processes and Procedures .............................................. 9
7.0
NON-CONFORMING MATERIAL ................................................................................... 13
8.
APPROVALS AND REVISION HISTORY......................................................................... 13
APPENDIX 1 .................................................................................................................................. 16
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material is the current version. Printed material is uncontrolled documentation.
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ITD Quality Manual
1.
INTRODUCTION
This quality manual consists of these introductory pages, the Quality Policy and the
processes and procedures listed in Section 6. The manual is controlled under the terms
of the Documentation Control procedure.
1.1
ITD Quality Policy
The ITD Quality Policy is displayed in prominent locations throughout the division. The
master copy can be viewed on the web (http://www2.ul.ie/pdf/161254484.pdf) and is
controlled using the Documentation Control Procedure.
1.2
Structure of QMS
1. QMS Implementation & Maintenance
 Quality Policy & Processes developed,
implemented and maintained
 Quality Management System planned
 Resources allocated
3. Management
Review
5. Internal
Auditing
1.3
4. Procedures
2. Customer
Satisfaction
5. Communication
6. Corrective &
Preventive Action
Scope
This manual is designed to be used as a reference manual for our Quality Management
System. The system is founded on the principles of ISO9001:2008. The system covers all
areas of ITD within the University of Limerick. Areas covered by ITD include:
o Services to enable communication for the University community (email,
post, telephone, internet, network, video conferencing)
o Appropriate information systems to support the management and
administration of the University.
o Appropriate computing environments
o Printing and Audio-Visual Services
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material is the current version. Printed material is uncontrolled documentation.
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1.3.1 Exclusions
Clause 7.5.2: Validation of processes for production and service provision
ITD do not have any processes where the resulting outputs cannot be verified by
subsequent monitoring and measuring.
2.
CUSTOMER SATISFACTION
As a primary measure of the performance of our Quality Management System, ITD
monitors information relating to customer perception as to whether we are meeting
customer requirements. This requirement is fulfilled by means of:
1. Call Closure Customer Survey (focus on computer services);
2. Review of positive and negative customer feedback reports and customer
complaints;
3. Customer Engagement Process.
Call closure feedback is monitored on a daily basis. Problem calls are reopened and
these are reported on a monthly basis to the management team.
Customer feedback (both positive and negative) is monitored on a continual basis.
Feedback is reported once a month for review by management and discussed at our
Monthly Quality Operational meeting.
Action items from these surveys are recorded in RMS as Improvement Action Items, as
outlined in the Corrective and Preventive Action Procedure listed in Section 6.
The university undertakes a survey of the student population. This covers the services
provided by ITD to the students. Feedback from these surveys is given to the Director,
and these are discussed at the quality meetings. Feedback is also received from Library
student surveys. Voice of customer interviews are conducted periodically to determine
customer needs / satisfaction.
In addition to this, any new customer requirement identified from customer surveys or
other customer feedback is discussed by management to determine suitable projects
and improvement actions to meet these requirements. Also see Service Provision and
Customer Engagement Procedures.
3.
MANAGEMENT RESPONSIBILITY
ITD’s management are committed to the process of continual improvement as outlined in
the ITD Quality Policy. Management ensure the organisation maintains a focus on the
customer as key to the success of their service provision. Management regularly review
the Quality Management System, Quality Policy, Management Objectives and Processes
as outlined below.
Changes to the Quality Management System are planned to allow for maintenance of the
integrity of the system and achievement of any existing objectives.
In maintaining and changing the Quality Management System, the regulatory and
statutory requirements, such as University’s Act, Purchasing, Finance and HR policies,
are communicated and accommodated within the system.
http://www2.ul.ie/web/WWW/Services/Information_Technology_Division/Quality_Man
agement_System/Regulatory_and_Statutory_Requirements
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material is the current version. Printed material is uncontrolled documentation.
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3.1
Quality Planning
Planning is done in an appropriate manner for each service provided by ITD. In all cases,
ITD management ensure that the correct resource level and experience are in place to
support any of these planning structures.
For example:
 For the Quality Management System itself, management regularly review and plan
resource and change requirements using the Quarterly Management Review Process.
 For individual call items, planning is done by the person assigned to the call to ensure
customer satisfaction.
 For projects and management action, the person or people assigned by management
determine the correct resources and plan required to achieve the goal.
3.1.1 Management Objectives
Management ensure that measurable objectives are set for the organisation that help to
maintain a focus on the customer as key to the success of their service provision.
Management regularly review the Objectives which are maintained in a separate
document, “Management Objectives” controlled and communicated in the organisation
via the web.
The setting, maintenance and monitoring of achievement of the objectives is done via the
Quarterly Management meeting outlined below.
3.2
Responsibility, Authority and Communication
The main roles and responsibilities within ITD are outlined on the ITD Web site under
ITD Structure. Job Descriptions exist for each position within ITD and are available from
the Director. The latest version of the organisational chart is also available on the Web
site. http://www2.ul.ie/pdf/28135186.pdf
3.3
Management Representative
The ITD Management Representative is the Director of ITD. In addition to their normal
duties, they are responsible for ensuring that customer requirements are known
throughout ITD, ensuring processes required by the Quality Management System are
established, reporting on the performance of the Quality Management System,
proposing any improvements to the system and ensuring that the system is implemented
and maintained throughout ITD.
3.4
Management Review Process
The Management team comprises:
 Ian McKenzie, Director
 Brendan Lynch
 Clare McCracken
 Edel Gissane




Anne Madigan
Brian Sexton
Declan Maguire
Denis Hickey
Management review the Quality Management System at planned intervals to ensure its
continuing suitability, adequacy and effectiveness. This review includes assessing
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material is the current version. Printed material is uncontrolled documentation.
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opportunities for improvement and the need for changes to the QMS, including the
quality policy and quality objectives.
The management review process includes a structure of meetings that take place
weekly, monthly and quarterly. The weekly meeting is seen as an operational style
meeting focused on short-term issues. The monthly meeting allows management to
review performance related issues from month to month and the quarterly meeting
focuses on the functioning of the overall Quality Management System, progress of
objectives and trend development.
The weekly management meeting discusses:
1. Key Issues
2. Project Proposals
3. Emergency Changes
4. Work Environment and Infrastructure.
The weekly Change Control meeting discusses:
1. Change Control.
2. Weekly Call Reports
3. Problem Management Calls
4. Service Outages
5. Other Business
Bi-weekly meetings are held between the Director and Section Heads to discuss
progress on all current projects.
The monthly meeting discusses:
1. The monthly call figures and Trend Analysis
2. All 'return' calls i.e. calls that the customer has disagreed should be closed.
3. Any customer feedback on service.
4. The service availability figures (available from the Management Station).
5. Improvement action items, including outstanding (over-due) actions.
6. Performance of third party suppliers.
7. Review ITD Risk Register
8. Other Business
The Quality Management Review Committee meets quarterly to carry out a formal
review of the ITD Quality Management System, QMS. Items for the agenda include the
following:
1. Analysis of any quality audits
2. Review of customer feedback
3. Review of preventive action, corrective action and continuous
improvement
4. Review of Trend Analysis
5. Review changes that could affect the ongoing suitability of the Quality
Management System, including the Quality Manual, Quality Policy and
Procedures
6. Review of training and development, including training effectiveness
review
7. Review of service delivery performance and trends
8. Recommendations for improvement
9. Review of Key Process Indicators
10. Review performance against management objectives
11. Review management objectives, including changes, additions and
deletions.
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material is the current version. Printed material is uncontrolled documentation.
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Output from the review includes any decisions and actions related to:
1. Improvement of the effectiveness of the QMS and its processes
2. Improvement of services related to customer satisfaction
3. Resource needs
4. Management Objectives
3.5
Communication (Internal & External)
Internal
The management team ensure appropriate communication within the division that
will allow each employee obtain feedback on the effectiveness of the Quality
Management System and how it might impact their work. This allows them
effectively contribute to the ongoing improvement of the Quality Management
System and Customer Satisfaction.
The QMS and supporting documentation is published on the Web. SharePoint
Portal is used as a central repository for all internal documentation, including
minutes of meetings.
External
The services provided by ITD are publicised using the Intranet and Internet.
Appropriate feedback and development plans are also publicised to customers
using the web. The web is also utilised as part of the customer feedback
mechanism used in ITD as outlined in this Manual and other procedures.
4.
RESOURCE MANAGEMENT
The Director will determine and provide the resources of the Division to ensure that the
Quality Management System is maintained and that it continues to improve its
effectiveness and enhance Customer Satisfaction. Staff in ITD are selected based on their
level of education, skills, experience and competence. ITD provide a training structure
appropriate to the needs of each staff member. This is outlined in the ITD training
procedure.
4.1
Work Environment and Infrastructure
The management team monitor and maintain the appropriate infrastructure and work
environment to achieve conformity to requirements. All work areas are maintained in a
clean and tidy manner. The work environment and infrastructure that ITD operate within
is mainly dictated by the University. Facility maintenance is the responsibility of the
Buildings Department and requests for action are processed by contacting them directly.
Note: The building that ITD operate from, was purpose built for their requirements.
ITD have direct control over the communications, software and hardware tools used by
ITD staff to carry out their job functions, e.g. phones, desktop computers, printers, RMS
software, etc. Requests for action within the division may also be processed by use of
RMS, as outlined in the Service Provision Procedure.
Should any individual in the Division not receive adequate response to their request,
they may raise the issue with their Section Head / Manager. The Section Head / Manager
will determine the next course of action, which may include raising the issue at the
Weekly Management meeting.
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material is the current version. Printed material is uncontrolled documentation.
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5.
MONITORING AND MEASUREMENT
Process and service performance is measured on a monthly basis through the generation
of monthly performance reports. ITD use the following Key Performance Indicators to
ensure the delivery of a high quality service:
 Team Performance: Percentage of calls cleared within the defined target for each
section per month;
 90th Percentile Trend Report: The number of days in which 90% of calls are cleared
each month;
 Number of Returned Calls: The number of calls that are returned by customers
who were dissatisfied with the outcome;
 Number of Complaints: The number of complaints received each month
 Service Availability Figures: Service availability percentages for each server.
These are discussed at the Monthly Quality meeting. Performance is also measured
through our Internal Quality Audit process. Reports from these audits are discussed at
the Quarterly Management Review meeting. Minutes of all meetings are published on
the SharePoint Portal.
Services and products such as those in the Print Room are monitored using specific data
collection logs. These are reviewed by the Section Manager and reported on regularly at
the Management meetings. Details of these systems are included in the specific process
realisation procedures.
Key Process Indicators directly measure the performance of the key processes within the
Quality Management System. Details of these process indicators are outlined in Section
6.4, page 10 of this Quality Manual.
5.1
Analysis of Data
Our commitment to quality is borne out by management’s efforts to ensure that
appropriate data is collected to allow procedures to be evaluated and improved. The
analysis of:
 Weekly and monthly reports;
 Internal Audit feedback reports;
 Improvement Action Items recorded in RMS;
 Customer Feedback data;
allows for this. The Management Review Process (Section 3.3 above) provides the main
framework for this analysis, review and action cycle.
6.
PROCESSES
6.1
Process Map
The following diagram outlines the interaction between the processes of the quality
management system. Management processes are those used by top management to
oversee the entire quality management system. The service realisation processes are
governed by the top-level management processes.
Evaluation of process effectiveness is carried out using Internal / External Quality Audits
and the Corrective Action process where a procedure itself is found to be the source of
the problem under investigation.
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material is the current version. Printed material is uncontrolled documentation.
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Management
Review &
Communication
Quality
Policy
Quality
Manual
Management
Processes
Measurement and
Continuous
Improvement
Internal Auditing
Service Provision
Project Management
Customer
Satisfaction
Corrective &
Preventive Action
Training
Document Control
Change Control
Customer
Engagement
Service Realisation
Processes
Customer
Interaction and
Feedback
Purchasing
Equipment
Management
Server Management
Post Room
Print Room
Reception
Outsourced
Services
6.2
Management Procedures
6.2.1 ITD Internal Audit Procedure
6.2.2 ITD Corrective & Preventive Action Procedure
6.2.3 ITD Training Procedure
6.2.4 ITD Documentation Control Procedure
6.2.5 ITD Change Control Procedure
6.2.6 ITD Project Management / System Development Procedure
6.2.7 ITD Customer Engagement Procedure
6.3
Service Realisation Procedures
6.3.1 ITD Purchasing Procedure
6.3.2 ITD Service Provision Procedure
6.3.3 ITD Print Room Procedure
6.3.4 ITD Post Room Procedure
6.3.5 ITD Reception Procedure
6.3.6 ITD Equipment Management Procedure
6.3.7 ITD Server Management Procedure
6.4
Outsourced Services
The following processes, which are integral to our service provision, are outsourced by
ITD:
 Network – Outsourced to CommNet
 Telephones – Outsourced to Siemens / PFH
 Hardware Maintenance – Outsourced to Unity
 Web Infrastructure – Outsourced to Heidi Computers Ltd.
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material is the current version. Printed material is uncontrolled documentation.
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Details are outlined in the following table.
Table 1: Approved List of Outsources
Company Name
CommNet
Services Provided
Network
Email
Internet
Controls in Place
Written SLA in
place. Copy
available from
Director
Siemens / PFH
Telephone
Voice Mail
Written SLA in
place. Copy
available from
Director
Unity
Hardware
Maintenance
Written Contract
Heidi Computers
Ltd.
Web Infrastructure
Written SLA in place
6.5
Type of Control
 SLAs in RMS for
call monitoring
 Weekly and
monthly
performance
reports
 Network
availability
reports
 Annual supplier
review meeting
 Review of
monthly call
figures
 Service
availability
 Annual supplier
review meeting
 Quarterly service
reviews
 SLAs in RMS for
monitoring call
performance
 Annual supplier
review meeting
 Service
availability
 Annual supplier
review meeting
Relationship between Processes and Procedures
The following table outlines the relationship between the Processes and Procedures of the ITD
Quality Management System.
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material is the current version. Printed material is uncontrolled documentation.
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Process
Management
Review
Internal
Auditing
Corrective and
Preventive
Action
Training
Document
Control
Change
Control
Customer
Engagement
Description
Management review the Quality Management System at
planned intervals to ensure its continuing suitability,
adequacy and effectiveness. This review includes
assessing opportunities for improvement and the need for
changes to the QMS, including the quality policy and
quality objectives.
To ensure the Quality Management System is audited on
an on-going basis to ensure it is effectively implemented
and maintained.
In ITD, corrective action is taken in response to individual
issues, whereas preventive actions are initiated in
response to observed trends. Action items are recorded
and monitored to ensure effective closure.
To ensure an effective system exists for the identification
and provision of training requirements for each member
of ITD. The requirements identified for each individual
are based on the individual’s competence, qualifications,
and experience compared to the competence,
qualification and experience required within their role in
ITD, as outlined in job descriptions. In addition, that a
system exists to deal with the review of effectiveness of
any training provided.
To ensure that the correct version of documentation is
available to all personnel in ITD when they require it.
Change Control manages changes to hardware,
communications equipment and software, system
software, applications software and all documentation and
procedures that are relevant to the running, support and
maintenance of live systems. It is not responsible for
changes to components that are under the control of a
development project.
To ensure that an agreed level of service is provided for
all current IT services (SLM) and to ensure that future
services are negotiated, planned and delivered to agreed
achievable targets (CPM).
Related Procedures
 Outlined in Quality Manual
– Section 3.4
Key Process Indicators
 Continued accreditation to
ISO9001:2000
Review Period
 Annual
 ITD Internal Auditing
Procedure
 Review of Audit Schedule
 Review of outstanding Internal
Audit findings
 No. of IAIs completed in target
 Trend data on categories of IAIs
reviewed quarterly
 No. of Complaints reviewed
monthly
 Monthly review of Preventive
and Corrective Actions
 Quarterly
 ITD Training Procedure
 Review of training evaluation
forms
 PDRS reviews
 Quarterly
 ITD Document Control
Procedure
 ITD Change Control
Procedure
 Review of internal audit findings
 Quarterly
 Trend data recorded monthly
from Change Control feedback
 Monthly
 ITD Service Provision
Procedure
 Percentage of changes
completed on target
 Percentage of service targets
being met
 Number of complaints and
compliments
 Quarterly
 ITD Corrective and
Preventive Action
Procedure
 Quarterly
 Quarterly
 Monthly
 Monthly
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documentation.
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ITD Quality Manual
Service
Provision
To ensure effective response to all customer requests
given to ITD.
 ITD Service Provision
Procedure
 ITD Print Room Procedure
 ITD Post Room Procedure
 ITD Reception Procedure
Project
Management
and System
Development
Purchasing
To facilitate the identification, management and
monitoring of IT projects through their life cycles.
 ITD Project Management
and System Development
Procedure
Equipment
Management
Server
Management
Outsourced
Services
To ensure an effective system exists for the purchasing of
goods in ITD.
To ensure that ITD service-provision equipment is
properly identified, handled and stored.
To ensure that ITD servers are kept at a high level of
operational efficiency and can be restored in the event of
server failure.
Services which are integral to ITD but are outsourced to
external companies.
 ITD Purchasing Procedure
 ITD Equipment
Management Procedure
 ITD Server Management
Procedure
 ITD Quality Manual
(section 6.4)










No. of returned calls
Weekly failed targets
Monthly team performance
90th Percentile Trend Data
Review of complaints and
positive customer feedback
Service Availability Figures
No. of small, medium and large
projects
No. of projects on hold
No. of projects that changed size
Supplier Review Meeting
 Feedback from Annual 5S
Review
 No. of servers through Change
Control
 No. of failed backup / restores
 Team Performance reports
 Service Availability Figures
 Siemens monthly call figures
 Annual supplier review meetings
 Monthly
 Project Review
Meeting
(monthly)
 Annual
 Annual
 Weekly
 Monthly and
Annual
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7.0
NON-CONFORMING MATERIAL
In ITD non-conforming material is considered to be mainly equipment that is not fit for
use. Identification of such equipment is outlined in the Equipment Management
Procedure. In the Print Room a process for this is also identified as outlined in the ITD
Print Room Procedure.
Services provided by ITD that do not comply with customer requirements are monitored
using internal SLAs and customer service objectives. Service may also be regarded as
being potentially non-conforming.
8.
APPROVALS AND REVISION HISTORY
Revision
No.
1
2
Date
Approved by:
Details of Change
Feb ‘05
20 April
‘05
Mgt Team
Mgt Team
3
21-Apr-05
Mgt Team
4
1-Jun-05
Kim O’Mahony
5
21-Jun-05
Kim O’Mahony
6
24-Jun-05
Kim O’Mahony
7
27-Jun-05
Kim O’Mahony
8
30-Jun-05
Kim O’Mahony
9
14 –Jul-05
Kim O’Mahony
Initial Release
Added Section 3.1 on Management Objectives and
made minor word changes in other areas. Removed
hyperlink to other documents due to difficulty of
maintaining links on web.
Revised name of Design Procedure in Manual to
reflect actual working title.
Updated manual with section 3 (Planning). Updated
Scope of manual. Clarified monitoring of objectives
via quarterly quality review meeting. Included 5.6.2f
as input by rewording item 4 of agenda. (Ref
PE100041). Updated section 3.2 to refer to web link.
Updated section 4 – resource mgt. Updated Section
4.1 re infrastructure. Updated App section 7.5.5 to
include Post & Print room procedures. Updated
Section 7 (Non-Conforming material) to include
services.
Clarified different customer surveys conducted.
Updated Section 5.4.1 to include reference to Quality
Objectives and Management Review.
Included Project Management and System
Development in Section 3.4 – Management Review
(weekly meeting)
The following updates were made following
discussion with NSAI:
1. Updated Section 3.4 to include a description of
what the Management Review process involves
2. Updated Section 6 to clarify ITD Processes and to
identify related Procedures
3. Included paragraph in Section 6 on evaluation of
process effectiveness
4. Included new Section 6.4 to outline the
relationship between processes and procedures
Changed the Procedure map to provide more clarity
of process approach. Updated cross-reference map in
Appendix to give more detailed evidence of Section
4.1.
Updated Section 3.4 after NSAI audit
recommendations: 1) Included details of the
Management Team; 2) Included Training
Effectiveness Review as an agenda item for the
Quarterly Mgt Review meeting.
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paper material is the current version. Printed material is uncontrolled documentation.
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10
14-Nov-05
Kim O’Mahony
11
16-Oct-06
Kim O’Mahony
12
7-Feb-07
Kim O’Mahony
13
21-Feb-07
Kim O’Mahony
14
8-Oct-07
Management
Team
15
15-Apr-08
Management
Team
16
26 Sept
‘08
Management
Team
17
20 Jan ‘09
Management
Team
18
22 Apr ‘09
Management
Team
19
8 June ‘09
20
29 June
‘09
Management
Team
Management
Team
21
30 May
‘11
21 June
‘11
Management
Team
Kim O’Mahony
12 Jan ‘12
Kim O’Mahony
22
23
Updated Section 3.4. Removed Point 12 (Training
Effectiveness Review) and included it under Point 6
(Review of Training & Development)
Updated Section 3.4. Removed Martin from Mgt team
and also updated agenda for weekly meeting to
include new points 4 and 5 (Problem Management
and Service Outages).
Updated Section 2 (Customer Satisfaction) to reflect
recent changes. Updated Section 3.4 to include Brian
Sexton on management team. Updated QMS diagram
(Pg 9) to include communication under Management
Review.
Modified process diagram (Pg 9) to highlight the
importance of customer satisfaction
Included additional agenda item for the Quarterly Mgt
Review (No. 4 – Review of Trend Analysis). This is in
response to a QRG recommendation (RF260023)
Updated the following sections:
2. Customer Satisfaction – included details of
feedback from VOC interviews and library surveys;
3.4 Management Review – Updated Mgt review
structure for consistency with meeting agendas
3.5 Communication – Updated internal communication
to include the user of SharePoint
5. Monitoring and Measuring – Changed the location
of minutes from Web to SharePoint
Updated the following sections:
3.4: Management Review – included reference to the
review of Key Process Indicators.
5: Monitoring and Measurement: Included details of
Key Performance Indicators and the review of Key
Process Indicators.
6.4: Relationship between Processes and Procedures –
Added column to table on page 10 to include details
of specific process indicators related to individual
processes.
Updated key process indicators for Internal Audit
Findings and Corrective & Preventive Action
processes
Updated process chart (pg 9) to move Project Mgt
procedure under Management Processes. Updated
review period for server management process to
weekly instead of quarterly (pg. 11).
Changed the wording of the scope of manual
following internal audit recommendation (TF040023)
Included details of our outsourced services, following
recommendation from NSAI that this is a requirement
for registration to the revised standard IS EN ISO
9001:2008.
Removed Gordon’s name from Mgt Team and
replaced with Director, ITD
Included link to Statutory and Regulatory
Requirements (VE090034) and updated monthly
agenda to include review of over-due improvement
action items (VE090035)
The following changes were approved at the
Quarterly Mgt Review on 29 Nov:
1. Include new ‘Customer Engagement Process’
on the list of Management Processes (p9)
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material is the current version. Printed material is uncontrolled documentation.
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ITD Quality Manual
2. Include details of the company providing
outsourced service for Web (p9)
3. Include Peter’s name as Director
4. Update P4 – Customer Satisfaction
5. Update Management Review process (p6) to
outline current meeting structure.
6. Included review of ITD Risk Register in
monthly meeting structure
7. Update P8 (5.1 – analysis of data) to refer to
Service Improvement Plan
8. Approved list of Outsourcers – include web
hosting details
9. Update table (relationship between processes
& procedures) to include details of customer
engagement process (p12)
10. Update Cross Reference Map (p15)
24
2 Oct ‘12
Kim O’Mahony
25
28 Jun ‘13
George Hayes
Updated section 3.4 to change management
representative from Quality Officer to Director, as
approved at the quarterly management review
meeting on 2 Oct.
Update management team resulting from Internal
Audit finding (XE210033) – now reads:
The Management team comprises:
 Ian McKenzie,
 Anne Madigan
Director
 Brian Sexton
 Brendan Lynch
 Declan
 Clare
Maguire
McCracken
 Denis Hickey
 Edel Gissane
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material is the current version. Printed material is uncontrolled documentation.
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ITD Quality Manual
APPENDIX 1
ISO 9001:2000 Cross Reference Map
ISO 9001:2000 Clauses
1.
Scope
2.
Normative Reference
3.
Terms & Definitions
4.1
General Requirements
4.1 a)
4.1 b)
4.1 c)
4.1 d)
4.1 e)
4.1 f)
4.2
5.
5.1
5.2
Documentation Requirements
Management Responsibility
Management Commitment
Customer Focus
5.3
5.4
5.5
5.6
6.
6.1
6.2
Quality Policy
Planning
Responsibility, Authority &
Communication
Management Review
Resource Management
Provision of Resources
Human Resources
6.3
6.4
7.1
7.2
Infrastructure
Work Environment
Planning of Product Realisation
Customer Related Processes
7.3
Design & Development
7.4
7.5.1
Purchasing
Control of production & service
provision
Validation of processes for production
and service provision
Identification & Traceability
Customer Property
Preservation of Product
7.5.2
7.5.3
7.5.4
7.5.5
7.6
Control of monitoring & measuring
devices
Related ITD Procedure
Quality Manual
Quality Manual
Quality Manual
Quality Manual (Section 1.2 & 6)
Quality Manual (Section 6)
Each procedure under Effectiveness
Review section
Quality Manual (Section 4)
Quality Manual (Section 5) and
Management Review
ITD Corrective & Preventive Action
Procedure and Management Review
Document Control Procedure
Quality Manual (Section 3)
Quality Policy
Quality Policy / ITD Customer Engagement
Process
Quality Policy
Quality Manual (Sections 3.1 & 4)
Quality Manual (Section 3)
Quality Manual (Section 3)
Quality Manual (Section 4)
Quality Manual (Section 3.1, 3.4 & 4)
Quality Manual (Section 4) & Training
Procedure.
Quality Manual (Section 4)
Quality Manual (Section 4)
ITD Service Provision Procedure
ITD Service Provision Procedure & Quality
Manual (Section 2). ITD Project
Management & System Development
Procedure. ITD Customer Engagement
Process
ITD Project Management & System
Development Procedure
Purchasing Procedure
Quality Manual (Section 6) and related
procedures
Excluded
Equipment Management Procedure
Equipment Management Procedure
Equipment Management Procedure; Print
Room Procedure and Post Room Procedure
Equipment Management Procedure
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material is the current version. Printed material is uncontrolled documentation.
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ITD Quality Manual
8.1
8.2.1
8.2.2
8.2.3
8.2.4
8.3
Measurement Analysis & Improvement
Customer Satisfaction
Internal Audit
Monitoring & Measurement of
Processes
Monitoring & Measurement of Product
Control of Nonconforming product
8.4
8.5.1
Analysis of Data
Continual Improvement
8.5.2
8.5.3
Corrective Action
Preventive Action
Quality Manual (Section 5)
Quality Manual (Section 2)
Internal Audit Procedure
Quality Manual (Section 5)
Quality Manual (Section 5)
Quality Manual (Section 7), Print Room
Procedure, Equipment Management
Procedure
Quality Manual (Section 6)
Quality Manual, Quality Policy, Quality
Objectives, Management Review and
Corrective & Preventive Action Procedure
Customer Engagement Procedure
Corrective & Preventive Action Procedure
Corrective & Preventive Action Procedure
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material is the current version. Printed material is uncontrolled documentation.
Page 17 of 17
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