Total Cleaning and Housekeeping Services
Total Cleaning and Housekeeping Services
Total Cleaning and Housekeeping Services
QUALITY MANAGEMENT
SYSTEMS MANUAL
TC & HSL QMS: 001 Version: 1
Prepared by: Roselyn Auwe Assistant Operations Manager Date Prepared: 18.10.2012
Reviewed by: William Kep Operations Manager Date Reviewed: 13.12.2012
Approved by: Be Pepo Managing Director Date approved:
Quality Management System
Table of Contents
1 QUALITY POLICY...........................................................................................................2
2 QUALITY BUSINESS MANUAL.....................................................................................3
2.1 DEFINITION....................................................................................................................3
4 TOTAL CLEANING AND HOUSEKEEPING SERVICES LTD MANAGEMENT TEAM8
5 QUALITY SYSTEM FRAMEWORK..............................................................................11
6 UNDERSTANDING CUSTOMER REQUIREMENTS AND ENTERING CONTRACTS12
7 PURCHASING AND APPROVED SUPPLIERS...........................................................13
8 ADMINISTRATION PROCESSES................................................................................14
TCHS HAS A COMPREHENSIVE RISK ANALYSIS IN PLACED TO MONITOR AND
MITIGATE ALL RISK BEING ANALYZED AND RECORDED..........................................16
9 CONTROL OF NON-CONFORMANCE........................................................................17
10 TRAINING.....................................................................................................................20
11 VERIFICATION.............................................................................................................22
12 CALIBRATION..............................................................................................................24
13 APPENDIX....................................................................................................................25
14 ATTACHMENTS...........................................................................................................25
15 FORMS..........................................................................................................................25
16 ACHIEVEMENTS..........................................................................................................25
At Total Cleaning and Housekeeping Services Ltd we are committed to developing and maintaining our
business so that our products and services consistently meet our own and our customers’ high expectations
by:
Implementing ISO 9001:2008 to assure our clients that we are focussed in meeting their needs.
Building long-term relationships with our customers and suppliers; understanding, communicating
and servicing their needs in an open, honest and positive way.
Generating profit for our shareholders and providing stable and interesting employment
opportunities for our staff.
The development, implementation, maintenance and review of our systems to continuously improve
performance and quality.
Periodically evaluating our systems and the quality policy refined to achieve a consistently high
provision of Quality service that satisfies the customers changing requirements.
Total Cleaning and Housekeeping Services Ltd regards communication with customers as critical to the
effectiveness of the quality system. Above all else, this organisation is committed throughout its operations
to the highest quality service.
Signed: Date:
Be Pepo
Managing Director
Our Business Manual provides a description of how Total Cleaning and Housekeeping Services Ltd
manages its processes to ensure that our processes comply with the requirements of ISO 9001:2008.
Our management system provides an outline of our general practices to provide Janitorial and
Housekeeping services. We may use our manual to:
Communicate policies, process requirements, guidance and direction to people at all levels in the
organisation
Use as a training tool on how processes are to be carried out, what has to be done, who is
responsible and what has to be recorded
Help achieve consistency in the way in which the same tasks are performed in different areas of the
business or by different people
Provide ways for people to record information critical to quality
Our documents include:
This Quality Manual
Work procedures, records and forms
Applicable external documents if used
2.1 Definition
Quality System Management is the system in which procedures are designed and in placed whereby
services are offered to the customers accordingly to their expectations. Further the system through which
something new and unexpected is offered to the customers that portrays a good image to the company by
way of meeting necessary requirements to meet customer satisfaction.
2.3.1 Scope
This QMS applies to commercial cleaning, janitorial, pest control, laundry and housekeeping services.
2.3.2 Exclusions
We have excluded the following processes from our quality manual:
Clause 7.3, Design and development. On the basis that we do not offer new services to our customers.
3.1 Purpose:
To ensure all documents used in our management system are:
Adequate prior to issue then reviewed, updated and re-approved where necessary
Identified when changed and current revision status is clear
Legible and identifiable and available at points of use in their relevant version
Identified and controlled from external sources
Removed from the system and identified as obsolete if they are to be retained
To ensure all records required for the effective operation of the system are legible, readily identifiable and
retrievable. Details for the control of identification, storage, protection, retrieval, retention time and
disposition are provided.
3.2 Definitions:
Document: Information or records relating to design, purchasing, quality and chemical safety standards
and management systems in hard copy or electronic media, except standard operating
procedures.
Records: Provide objective evidence of conformance and the effective operation of the Quality
Management System e.g. invoice proof of delivery dockets, check sheets, training
records, updated and superseded procedures, management review minutes.
3.3 Procedure
Each form is given a sequential number. For each sub folder a “Forms Master List” is maintained describing
the changes made since the previous version. Once prepared and available on the Management computer,
these forms are considered to be approved.
3.3.5 Records
The management establishes minimum retention times for all business records, giving consideration to
liability, consumer and common law, consumer affairs, contract requirements.
3.4 Documentation
Table of Contents and Document Directory
Quality Management
System
3.5 Flow Chart for System procedures
New internal
document
Change Yes
External required?
documents
No
Old Doc
No
Dispose
Operations Manager
Accountant
Employees
4.2.3 Expectations
The Top Management is innovative, constructive and is conversant with today’s modern business,
employment, economic, socio-cultural, political and legal environments. The Top Management creates an
organizational culture that is fully conscious and focused on the ever changing and growing demand on the
Company’s services, by persistently investing in improving in services delivery and finding ways in
exceeding our customers’ expectations and continuously adding value to their business operations.
4.2.4 Requirements
The Management as the service provider ensures to meet requirements and standards to offer quality
service output to the customers/clients. Top management’s responsibility is to provide services that meet
all requirements.
Performance data
External Feedback
Business & economy
Customer Complaints & appeals
KPI’s Outcomes from internal and New legislation and technology
Training needs external audits New business methods
Proposed system
changes and status of
corrective and preventive
actions
Inputs Review any changes needed to
the procedures and processes
First agenda item is to
follow-up on last
review actions.
Review information and data to
evaluate effectiveness of system and Record findings in meeting
determine if changes are required minutes including: dates, names
of attendees, decisions taken and
action required.
No
File minutes and follow up at or before next meeting
4.8 Records
Include: Management Review Minutes
Quality Management
System
5 Quality System Framework
Expectations
BUSINESS GOALS/
TOP MANAGEMENT OPERATIONAL POLICY OBJECTIVES
Requirements
TRAINING CONTROL
MANAGEMENT
SUPERVISING
` `
ANALYSE PROBLEM
(System Functions) (Fix & Record)
2.0: DEFINITION
6.1 Purpose
To ensure service contracts are correctly prepared with customer requirements understood and approved
6.2 Procedure
Any requirements that are not clearly understood shall be resolved with the client so that their exact
requirements are known. These details will be obtained in document form, by letter or fax or email.
The Board and the Managing Director assess whether the technical and financial resources are available to
enable the company to fully meet client requirements and carry the work to a successful conclusion. Once
satisfied, the tender response is developed, checked for accuracy and submitted by the business
development team.
7.1 Purpose
To ensure critical suppliers of products / services materials conform to requirements necessary to ensure
the quality and standard of service.
7.2 Definitions
Supplier: Suppliers of products and / or services that affect the quality of service.
7.3 Procedure
7.3.1 Overview
Total Cleaning and Housekeeping Services Ltd will ensure that:
Suppliers are approved on the basis of:
qualification, licence, adequate insurance
past history, demonstrated experience / references
All inputs, supplier details and approvals will be listed in the Approved Supplier List.
All incoming products are checked at receiving to ensure that they meet the quantity and
specification ordered in the purchase order.
7.3.2 Supplier Monitoring
All suppliers to the company shall be monitored annually. Any adverse issues shall be recorded on the SIR
log.
Where a number of problems are against a particular supplier, the continuance of such problems shall be
brought to the attention of the supplier by the Operations Manager. Should problems continue, then an
alternative supplier shall be sought.
7.4 Documentation
Documented Purchase Order (if used)
Invoice
Approved Supplier Register
Quality Management
System
8 Administration Processes
8.1.1 Purchasing
All purchased are from approved supplier and purchase orders are sent to our major stock suppliers once in
a month through our Tracking Order Number. To maintain our monthly stock level or stock holding we keep
our credit accounts with our loyal suppliers cleared every 31 days.
Safety and health messages and circulars routinely and regularly sent out and posted on work sites to
ensure all staff are aware of general health and safety risks at the work place and outside in the
community. These alerts include external and internal generated materials where the management see
that these are relevant and beneficial to our staff.
The Management upon reviewing and analyzing the job inspection report, make decisions to fix problems
or strategize plans and procedures for a further improvement of the Quality Output.
All problems solved must be recorded and filed well so that this data is useful for the management decision
making when used in the operational performance analysis.
8.3.1 Laundry Lacking basic skills of doing Recruitment of a full time Training
laundry. As a result poor laundry Manager and development and
outcomes are received at implement of a training program.
unexpected times. For example, Training is conducted regularly
applying too much industrial and required to update on new
bleach at black shirt. machines and chemicals.
Power blackout brings about Installation of uninterrupted
incomplete jobs and hence, power supply system (UPS) and
receiving complains. backup generators. Fuses are also
installed to protect against power
surges.
8.3.2 Laundry misplacement Clothes and uniforms Issue of laundry dockets which
misplacement is imminent they are filled out and cross checked
are many and similar, which come against the laundry bag contents
in for laundry every day. after laundry.
Writing of name or initials(by the
In rare but likely occasions clothes owners) of the owners of the
missing can happen due to clothes on the inner side of the
stealing activities. clothes and uniforms for
identification
8.3.3 Bed making Housemaids after realizing that Continuous daily inspection by
the time is catching up with them supervisors is strictly
may leave rooms unmade and go implemented with supervisors
home. This is rare, but a very reports submitted to the general
serious problem. Housemaids supervisor (and management)
may leave a bed unmade thinking
of doing the next day after
learning that an occupant gone
finish.
8.3.4 Power Failure During power failures, laundries This is beyond our control but, we
are incomplete. need to keep our customers
informed.
Installation of heavy duty UPS
and/or backup generators at sites
8.3.5 Absenteeism (by Staff) This happens when an employee Supervisors ensure that there is
stays away from work without 1.5 persons for every work sites.
prior permission. This is big risk E.g. For job needing 2 people to
because shortage in manpower do, we will have 3 people on it.
can lead to work unattained to, This will enable us to get the job
incomplete work and strings of effectively at the same provide us
complains. that cushion for absenteeism by
staff. In all essence, there is
always a relieve worker available
on call and ready work.
8.3.6 Security Rarely but this is serious risk. As a strategy, the supervisor does
Housemaids leave the room doors random checks and inspections
open and go. As a result, the after the house maids have
properties are at risk of theft. finished work. This ensures that
the housemaid take it on
themselves to lock rooms before
leaving.
9.1 Purpose
To describe the system by which a non-conformity that cannot be immediately fixed is prevented from
unintended use and properly dealt with.
9.2 Definitions
Non-conforming: Process that does not conform to documented specifications
Suspect process?
Process
Inspection
Is the process
Acceptable?
No Yes
Implement or accept process
Assistant
Modify Operations Manager ensures all non-
or improve
conforming
process processes are documented and communicated to the Operations Manager
10.1 Purpose
To describe our system for controlling non-conformances including customer complaints and initiating
corrective and or preventive action to eliminate the root cause(s) and bring improvement.
10.2 Procedure
Identify the real cause of Investigate and identify root cause(s) of non-
problem conformance or benefits of improvement suggestion
Feedback to person who and record in the SIR register
raised the SIR on progress
and final outcome
Propose corrective/preventive action and record
Action and in the register action to address the cause or
implementation implement improvement
Propose a follow up date and record in the
register
Monthly inspection is conducted by the General Supervisor with the assistance of the Training & Safety
Manager. All work sites and work performance are reviewed and inspected. A collation of statistical data
and observation is forwarded to the Operations Manager. The Operations Manager analyses the
information and will present the findings and corrective action actions of non-conformances at the monthly
management review meeting. The operation Manager also compiles and prepares a quarter report from
this monthly inspection for the contract employers and the Managing Director.
A review of the quality system is undertaken at least annually and is chaired by Managing Director. The
review considers:
• management of non-conformances and recommendations for changes
• changes in legal requirements
• changes in business practices
• customer feedback
• internal / external audit feedback
• if the quality program, continues to meet our needs
11.1 Purpose
To describe the system of employee training where requirements are identified, implemented and
documented so that employees may perform competently in their job.
11.2 Definitions
Training: Sharing skills or knowledge to help someone perform a task competently
11.3 Procedure
11.3.1 Training and Personnel Development
TCHS very much depends on the recruitment of manpower and the quality of training it delivers.
Therefore, locals with the education above grade 6 are encouraged to apply for housemaid jobs.
Right after the recruitment incumbents are attached to each sections or business units of the
company whereby the sectional supervisors take responsibility for giving job orientation &
training.
The new employees are also inducted with key company policies.
After several locals are being recruited and sectional supervisors giving them basic trainings and
when they become familiarize with the sectional operations the names are to be submitted to
the Training Manager for scheduling them for a bigger organized training.
This training becomes the first organized training giving the basic knowledge of how the job is
done. It ensures the newly recruits know the specific cleaning standards and procedures of
Janitorial and Camps respectively using the necessary equipments and varieties of cleaning
detergents.
11.3.5 Implementation
Workers shall be allocated permanent jobs and tasked to accomplish as far as the daily business
operations are concern. Here they implement what was taught during the training.
For the first few days their respective sectional supervisors shall keep the newly recruits in
assigned job areas. The supervisors do intensive supervision roles taking them through.
The trainer finally goes around the fields as field supervisor checking how the trainees are
implementing what is taught during training. The trainer completes a final training evaluations
report.
This evaluation report reaches the Assistant Operations Manager to whom the Training Manager
reports to. Final justification is made whether this training program is effective.
12.1 Purpose
To periodically evaluate the Quality System to ensure its correct implementation and compliance with
documented arrangements, statutory requirements, and identify improvement opportunities.
12.2 Scope
This procedure applies to all processes, procedures and services.
12.3 Definitions
SIR: System Improvement Request
Non-conformance: The process / procedure are not performed as required, for which a SIR is issued.
12.4 Responsibility
The Operation Manager ensures that the persons listed as responsible in the Verification Table carry out
the stated verification activities as required. Compliance with the Verification Schedule will be reviewed
during Management Review.
If action cannot be taken immediately or the incident needs to be investigated - documented on a SIR
and actioned as required by the Improvement Procedure.
12.8 Documentation
Audit Report and Checklist
13 Calibration
13.1 Purpose
To ensure that measuring scales and gauges are accurately calibrated.
13.2 Procedure
Hand-held measuring instruments and mixing flasks /bottles must be checked and calibrated six monthly
and recorded on the Records Diary. Measuring instruments in the warehouse and mixing rooms are to be
calibrated every 6 months and the calibration result recorded.
Be aware of introducing any hazards – e.g. do not use industrial cleaning chemicals in glass
instruments in the mixing rooms.
To calibrate the measuring instruments and flasks the manufacturer’s instructions are followed strictly.
15 Attachments
16 Forms
17 Achievements
Company’s Service Recognition/Operational Recommendation Letters
i. Porgera Joint Venture Managers PLACER (PNG) Pty Ltd – Certificate of
Appreciation/Recognition Awarded in 1996 for House Keeping Services.
ii. The Rotary Club of Mt.Hagen – Certificate of Appreciation 2010 in Recognition of Valuable
Contribution
iii. Independent State of Papua New Guinea, Porgera District Administration – Certificate of
Appreciation 2009 in Recognition of Valuable Contribution.
iv. Awarded a 2 Star Rating by the Enterprise Center – PNG LNG Project
(www.enterprisecentre.com.pg) on its business assessment in 2011. The highest rating
being 3 Star.
Quality Management
System
Form 1 - Document Amendment Register
Version Date of Document Title Document Past Date Past Past Date
Issue Number of Issue Date of of Issue
Issue
26 | P a g e Version 1
Form 2 - Forms Master List
Supplier Name Products/Services Basis of Approval Certificate No. Date of Contact Details Address
(if applicable) Approval
KKKingston Chemicals, Beverages & Safety Operations 472 2745 Milfordhaven Road, P.O Box
Boots 1104 , Lae – 411
Papua New Guinea
Huon Chemical Chemical Supply Operations
Procedure: record how chemical handlers have obtained appropriate skills and knowledge.
Staff Name Job role and duties Skills and Knowledge Recorded by
Garry Lasala Laundry Attendant, Pest Control Assistant • Laundry Attendant with 5 years experience RA 21.10.12
• Pest Control Assistant 5 years
• October, 2011 - Provided with Pest Control Training paid for by TCHS and now he
is available site wide in pest control due if requires.
Simon Masala Laundry Attendant One year experience WK 04.05.2013
February 2013 - Provided with Pest Control Training paid for by TCHS and now he is
available site wide in pest control due if requires.
Elaijah Wae Training & Safety Manager One year experience WK 04.05.2013
February 2013 - Provided with Pest Control Training paid for by TCHS and now he is
available site wide in pest control due if requires.
29 | P a g e Version 1
Date Verified
Non Conformance / Potential Hazard And Corrective / Preventive Measure Person Follow-Up
Date Root Cause Effective And
Action Taken Responsible Date
By Whom
24/10/12 For example: Reported death cockroaches Lack supervision and house maid not Advice supervisor to carry out 25/10/12 25/10/12 RA
in the room. performing duty as expected. supervisory role as expected and house
maid disciplined to spend every single
time to
check whole building thoroughly.