QUALITY MANUAL

ISO 9001:2000

The Company

MASTER CONTROLLED COPY

QUALITY MANUAL
ISO 9001:2000

This document is approved for use ___________________________________

Copy Holder

Copy Number 1 The Managing Director

Distribution

Copy Number 1 Company Ltd

Copy Number 2 (Certification Copy - Uncontrolled)
Copy Number 3
Copy Number 4

Scope

This Quality Manual covers the activities and functions performed by operating areas
included in the following service scope definition:

Product Design and Manufacture of Structural and Mechanical Fabricated Products.

The Quality management system is designed to meet the requirements of

ISO 9001:2000

As specified within ISO 9001:2000 the above scope has the following exclusion from
Product Realisation activities – section 7.

7.5.2 Validation of processes for production and service provision – The

Company provides no processes or services that come under this requirement of
the Standard.

Certificate Number: 3009

Document QM 01 Effective Date: 02-02-2007

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Manual Contents

Reference Title Page

QM 01 Copy Holder 1
Distribution 1
Scope 1

QM 02 Manual Contents 2
Correspondence between ISO 9001:2000 and Procedures 3-4

QM 03 Amendments 5
Table of Amendments 6

QM 04 Company Profile 7

QM 05 PROCESS DIAGRAM 8

QM 06 Quality Policy 9

QM 07 Organisation 10
Terms and Definitions 10

QM 08 Quality Management System 11

Management Responsibility 12
Resource Management 13
Product Realisation 14
Measurement, analysis and improvement 17

Document QM 02 Effective Date: 02-02-2007

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Correspondence between ISO 9001:2000 and Procedures

ISO 9001:2000 Quality Management System

references
Scope 1 Standard
General 1.1 Standard
Application 1.2 Standard
Normative reference 2 ISO 9000
Terms and definitions 3 Standard
Quality management system 4 Quality Manual
General requirements 4.1 Quality Manual
Documentation requirements 4.2 Quality Manual
General documentation 4.2.1 Quality Manual
Quality manual documentation 4.2.2 Quality Manual
Control of documents 4.2.3 QM 04, PM 01
Control of records 4.2.4 PM 01
Management responsibility 5 Quality Manual
Management commitment 5.1 QM 06, QM 02, PM 05
Customer focus 5.2 PM 02
Quality policy 5.3 QM 06
Planning 5.4 Quality Manual
Quality objectives 5.4.1 QM 06
Quality management system planning 5.4.2 Quality Manual & Procedures Manual
Responsibility, authority and communication 5.5 QM 07
Responsibility and authority 5.5.1 QM 07
Management representative 5.5.2 QM 08
Internal communication 5.5.3 QM 08
Management review 5.6 PM 02
General 5.6.1 PM 02
Review input 5.6.2 PM 02
Review output 5.6.3 PM 02
Resource management 6 PM 03
Provision of resources 6.1 PM 03
Human resources 6.2 PM 02, PM 03
General 6.2.1 PM 03
Competence, awareness and training 6.2.2 PM 03
Infrastructure 6.3 PM 03
Work environment 6.4 PM 03

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ISO 9001:2000 Quality Management System

references
Product realization 7 PM 04
Planning of product realization 7.1 QM 08
Customer-related processes 7.2 PM 04
Determination of requirements related to the Product 7.2.1 PM 04
Review of requirements related to the product 7.2.2 PM 04
Customer communication 7.2.3 PM 04
Design and development 7.3 PM 04
Design and development planning 7.3.1 PM 04
Design and development inputs 7.3.2 PM 04
Design and development outputs 7.3.3 PM 04
Design and development review 7.3.4 PM 04
Design and development verification 7.3.5 PM 04
Design and development validation 7.3.6 PM 04
Control of design and development changes 7.3.7 PM 04
Purchasing 7.4 PM 04
Purchasing process 7.4.1 PM 04
Purchasing information 7.4.2 PM 04
Verification of purchased product 7.4.3 PM 04
Production and service provision 7.5 PM 04
Control of production and service provision 7.5.1 PM 04
Validation of processes for production and service provision 7.5.2 Excluded
Identification and traceability 7.5.3 PM 04
Customer property 7.5.4 PM 04
Preservation of product 7.5.5 PM 04
Control of monitoring and measuring devices 7.6 PM 02, PM 04
Measurement, analysis and improvement 8 PM 02, PM 05
General 8.1 QM 08
Monitoring and measurement 8.2 PM 02, PM 05
Customer satisfaction 8.2.1 PM 02, PM 05
Internal audit 8.2.2 PM 05
Monitoring and measurement of processes 8.2.3 PM 05
Monitoring and measurement of product 8.2.4 PM 05
Control of nonconforming product 8.3 PM 05
Analysis of data 8.4 PM 02, PM 05
Improvement 8.5 PM 02, PM 05
Continual improvement 8.5.1 PM 02, PM 05
Corrective action 8.5.2 PM 05
Preventive action 8.5.3 PM 02, PM 05

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Document QM 02 Effective Date: 02-02-2007

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Amendments
All ‘CONTROLLED’ copies of this Quality Manual are kept under strict control to
prevent the System from becoming unreliable. The following procedures ensure
that the system remains current and valid.

1.0 All ‘CONTROLLED’ copies of the manual are clearly numbered and the
Holder recorded on Document No QM 01, page 1 of 18, of the Quality
Manual.
1.1 Each page in the manual carries its own number.
1.2 The Managing Director (the Management Representative) is responsible
for all revisions being recorded in the Master Copy of the Quality Manual
and in all other ‘CONTROLLED’ copies which may be held by the
Company.
1.3 Changes can be suggested by any Employee but must receive the
approval of the Managing Director before being entered into the Manual.
1.4 Upon approval of an amendment the Managing Director makes the
relevant changes to the page(s), reprints them and replaces them in all
‘CONTROLLED’ copies of the manual.
1.5 All changes are recorded on the Table of Amendments (QM 03 page 4 of
18) and appropriate pages in the Manual are changed.
1.6 Copies of the Quality Manual which are requested by, or sent to, third
parties are clearly marked ‘UNCONTROLLED’ and are not subject to
updates.
1.7 NOTE: sections 1.4 & 1.5 refer to hardcopy control. If softcopy is
employed as the Master Copy, the Managing Director controls the manual
through password protection and only allows the manual to be accessed
as a ‘READ ONLY DOCUMENT’. The record of changes is maintained
electronically on the system.

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Document QM 03 Effective Date: 02-02-2007

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Table of Amendments – Quality Manual

Document Page
QM Number Issue Date Description of Change Authorisation

NOTE 1: this table applies to hardcopy amendment records, if softcopy is used records of change and
control are maintained on the system, as well as where required in Management Review Minutes.

NOTE 2: an unlimited number of changes are permitted to the Table of Amendments without the need to
up-issue it (i.e. it remains at issue level 1 unless its layout is changed) and it may be extended to any
number of pages.
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Document QM 03 Effective Date: 02-02-2007

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Company Profile
Company Ltd provides product design and manufacture services specialising in
structural and mechanical fabricated products. The Company was established in March
2000 in Redditch, Worcestershire.

Tanard offers a wide range of products and services relating to the civil engineering,
construction and sewage industries, as well as providing point of sale display units for
retail outlets.

In addition to design and manufacturing services Tanard offers installation services for
its structural and mechanical equipment.

From its founding the Company has worked to build up a reputation for QUALITY,
RELIABILITY and SERVICE second to none.

The objectives of the Company are to:

provide complete Customer satisfaction by delivering the highest quality products
and services, on time, the first time, with a competitive price;

continually strive to improve our capabilities and processes and thereby always
remain the best value to our Customers;

maintain an effective management and quality system in the form of an ISO
9001:2000 Quality Management System;

satisfy and enlarge our Customer base and through this to enhance our long term
profitability by supplying our high quality products and services, which conform to
the specified requirements of our Customers.
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Document QM 04 Effective Date: 02-02-2007

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PROCESS DIAGRAM

PURCHASE FOR
SUPPLIERS STOCK OR A
PRICE LIST CUSTOMER’S
ORDER
MARKETING
PURCHASE
SUBCONTRACT ORDER
SERVICES e.g.
metal finishing etc
CUSTOMER’S
ENQUIRY CUSTOMER’S
PRICING QUOTATION - ORDER -
PLANNING PRICE GIVEN ORDER
INSTRUCTION
DESIGN (verbal orders)
(as required)

WORKS ORDER
INSTRUCTION
– DRAWING ETC

T
R
A CUSTOMER SUPPLIED –
I MANUFACTURING FREE ISSUE MATERIAL
N CHECK
E CUTTING MATERIALS UPON
D FORMING RECEIPT – USE
FABRICATION RESULTS OF
P ASSEMBLY CHECKS AS BASIS
E INSTALLATION FOR SUPPLIER
R EVALUATION
S
O
CHECK - INSPECT – USING
N
ACCURATE EQUIPMENT
N
E
L
ANY PROBLEMS
RECORD – TAKE
RESOLVE APPROPRIATE
PROBLEM – ACTIONS
DISCUSS AT
MANAGEMENT
INVOICE REVIEW CREDIT
NOTE – if
applicable

DELIVERY
NOTE

HEALTH & SAFETY

MANAGEMENT REVIEW

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Document QM 05 Effective Date: 02-02-2007

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Quality Policy
The Managing Director of Company Ltd recognises that the disciplines of quality, health
and safety and environmental management are an integral part of its management
function. The Company views these as a primary responsibility and the key to good
business practices.

The Company places particular emphasis on obtaining Customer satisfaction by:

Responding promptly and accurately to Customers’ enquiries and contracts;

A constant pursuit of quality, value and reliability in the services that the Company
supplies to its Customers;

Ensuring that its management and staff are fully trained to meet the requirements of
the business and its Customers;

Constantly striving to meet and where possible exceed its Customer’s expectations;

Working closely with its Customers in seeking to establish the highest Quality
standards;

Adopting a forward-looking view on future business decisions which may have an
impact on Quality;

Training all employees in the needs and responsibilities of Quality Management.

The Company’s Quality policy calls for continuous improvement in its Quality
management activities and business is conducted according to the following principals:

Complying with all applicable laws and regulations.

Following a concept of continuous improvement and making best use of
management resources in all Quality matters.

Communicating Quality objectives and performance against these objectives
throughout the Company and to interested parties.

Taking due care to ensure that activities are safe for employees, subcontractors and
others who come into contact with our work.

Providing complete Customer satisfaction by delivering the highest quality products
and services, on time, the first time, at a competitive price;

The ability of Company Ltd to meet these objectives is measured through the internal
audit processes that evaluate the effectiveness and efficiency of the Company, as well
as through processes for continual improvement and for the detection and prevention of
nonconformances. Customer satisfaction is monitored and used as a basis for
continual improvement.

Signed:- Date:-
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Document QM 06 Effective Date: 02-02-2007

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Organisation

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WORKING RELATIONSHIPS, AUTHORITY & RESPONSIBILITY

Top Management (the Managing Director) defines working relationships, authorities,
and key responsibilities for all personnel. Working relationships are summarised in our
organisation chart and individual reporting arrangements are documented in specific
procedures.

Authorities on matters such as corporate governance, employment issues, purchasing,

product and service approval are vested in the Managing Director.

Key responsibilities are established and maintained for each of the job positions
indicated on the organisation chart. Due to the size and nature of our business, one
person may hold more than one job position. Quality responsibilities may also be
indicated in quality procedures and quality plans.

All employees are responsible for complying with legal and regulatory requirements.

Our quality policy statement is available to all personnel who are expected to share a
commitment to continuous quality improvement.

3
Terms and Definitions
Top Management – person or group of people who directs and controls an organisation
at the highest level (the Managing Director).
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4
Quality Management System
4.1 General

The Top Management of Company Ltd is committed to maintaining an effective Quality

Management System (QMS).

This manual has been prepared to satisfy the requirements of ISO 9001:2000 for
Company Ltd. It covers the activities carried out at the site as defined in the Company’s
address and for the scope stated in QM 01 page 1 of 18 of this manual.

Wherever possible, quality controls have been integrated into existing systems
(environment, health and safety) and cross-referenced for ease of interpretation.

The effective implementation of the QMS is verified by regular inspections, reviews and
audits that compare management practice against the requirements of the written
procedures on QMS standards. Corrective actions are taken where necessary and are
subsequently reviewed for effectiveness.

Structure
The QMS documents are on 3 tiers or levels:

1 This quality manual forms the top tier. It covers the following areas:

contains a statement of our Quality Policy;

sets out our Objectives;

generally outlines the system documentation;

addresses the ISO 9001:2000 clause for management responsibility;

refers to the procedures and other documents where the remaining applicable
clauses are dealt with in greater detail.

2 The second tier largely consists of documented quality procedures. These specify
controls on activities which may affect the quality of our services. In addition to these
procedures, specific work instructions may be developed - as necessary - for an
individual contract.

3 The third tier includes detailed forms, work instructions, records, drawings,
specifications, Customer’s orders etc. The use of these documents may be
referred to in procedures.

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4.2 Documentation

The Company has written its

Quality policy stating its
objectives and this forms part of
its Quality Manual. In addition
the Company has prepared
procedures that cover all parts of
the standard applicable to its
scope of activities.
The Company’s QMS has been developed taking into account its size, type and
complexity of business and the competence of its personnel. This is demonstrated
through training and competence assessment records held by the Company. This
manual is available to all Company personnel.
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5
Management Responsibility
5.1 Commitment

The Managing Director ensures that all employees are aware of the need to meet
Customer and regulatory requirements and that the necessary resources are available.
The currency of quality policy and objectives is maintained by regular management
review.

5.2 Customer Focus

The Managing Director ensures that the Company is Customer focused and that
Customer needs and expectations are determined and fulfilled to meet their satisfaction.
Due consideration is also given to product, service, regulatory and legal requirements.

5.3 Policy

The Managing Director has established and approved a Quality Policy that:

ensures it is appropriate for the Company’s purpose;

includes a commitment to continual improvement of the QMS;

provides a framework from which to establish and review quality objectives;

is communicated and understood by all personnel;

is reviewed to ensure it continues to be suitable.

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5.4 Planning

The Managing Director has established at Management Review that all relevant
functions and levels within the Company have clear, measurable quality objectives that
are consistent with the Company’s quality policy and product requirements. The setting
of and measurement of quality objectives is carried out at Management Review under
‘Item 2’. NOTE: at such times new objectives may be set, as well as progress upon
achieving existing ones reported upon.

Adequate resources are available and output is planned in a controlled manner, as is

required by its QMS, being mindful of the process and the need for continual
improvement.

5.5 Administration

5.5.1 Details of the Company’s QMS are documented.

5.5.2 Elements of the QMS have been defined and communicated wherever
quality is affected.

5.5.3 The Managing Director has been appointed as Management

Representative. He has the authority and responsibility to ensure that the
QMS is established and maintained. He also reports on the performance
of the system and any needs for improvement.

5.5.4 All the Company’s personnel understand the significance of meeting

Customer requirements.

5.5.5 Communication between all levels and functions within the Company are
set to ensure the effectiveness of the processes of the QMS.

5.5.6 The Company has prepared and maintains a controlled quality manual
that defines the scope of its activities, supported by referenced
documented procedures and how the procedures operate.

5.5.7 Documented procedures ensure that all relevant quality documentation is

controlled and adequate and is reviewed, updated and approved as
necessary. The status of the documents is identified and they are legible
and retrievable and located where required within the Company. Where
documents originate from outside the Company, they are identified and
their distribution controlled. Obsolete documents are clearly identified to
prevent unintended use.

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5.6 Management Review

5.6.1 The complete QMS is reviewed at planned intervals to ensure its

continuing suitability, adequacy and effectiveness to evaluate the need for
change.

5.6.2 The reviews include an evaluation of current performance and

improvement opportunities related to: audits; Customer feedback; process
and product performance; follow up from previous meetings and any
changes that could affect product or service quality.

5.6.3 Central to the management review is its three main outputs:

improvement of the effectiveness of the QMS and its processes;

improvement of product related to Customer requirements, and

resource needs.

5.6.4 All results of management review activities and subsequent improvement

are recorded.
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6
Resource Management

6.1 Provision of Resources

The Company has ensured that the necessary resources needed to implement and
improve the QMS and to address Customer satisfaction are available.

6.2 Human Resources

6.2.1 Where personnel are assigned quality responsibilities, the Company has
ensured that they are competent on the basis of applicable experience,
skills, education and training.

6.2.2 The Company has identified the training needs for quality related activities
and provides training to satisfy these needs. Performance is evaluated
and appropriate training records are maintained.

6.3 Facilities

The Managing Director provides and maintains premises that are suitable for the
Company’s activities. In addition he is responsible for ensuring that adequately
equipped workplaces with appropriate hardware, software and supporting services are
also provided.

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6.4 Work environment

All aspects of the human and physical factors of the working environment that affect
conformity of product or service have been identified and are managed.
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7
Product Realisation

7.1 Planning of realisation process

The production and service delivery processes are planned and documented as defined
in the QMS. Quality objectives, resources, processes and documentation needs are
defined, as are acceptable criteria for verification and validation. Records are
maintained, appropriate to the level of confidence required for the process and the
product or service.

7.2 Customer related processes

7.2.1 The needs of the Customer in respect of production and service delivery
are considered against the requirements of the work, taking into account
any regulatory and legal constraints.

7.2.2 The Company reviews its Customer’s requirements and determines any
additional requirements for each contract or order. Where no Customer
requirements are documented, details are confirmed before acceptance.
Any changes to contracts or quotations are resolved before proceeding
and the Company’s ability to meet the defined requirements is confirmed.

7.2.3 Customers are kept informed of product and/or service information,

enquiries, order changes or amendments and progress on any complaints
received.

7.3 Design and/or development

The Company recognises the importance of the Design and development function to its
operations. These activities cover: Design and development planning; Organisational
and technical interfaces; Design input; Design output; Design review; Design
verification; Design validation and Design changes. Procedures covering design and
development activities are fully documented.

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7.4 Purchasing

7.4.1 The Company controls its purchasing function to ensure that the
purchased product conforms to requirement. Suppliers are selected
against defined criteria and are subject to planned review and evaluation.
The results of evaluations and follow up actions are recorded.

7.4.2 Purchasing records are reviewed before release for the adequacy of
information on product, procedures, processes, equipment and personnel.

7.4.3 The Company verifies its’ purchased products and where verification takes
place at the suppliers premises, details of the arrangements and the
method of release are specified.

7.5 Production and service operations

7.5.1 Manufacturing services are controlled through from product specification

to delivery/installation of the product and/or services and where required,
work instructions are used to enhance this process. Suitable equipment is
used and properly maintained in line with the Company’s Health & Safety
statement and its continued maintenance programme. In addition, the use
of specified measuring and monitoring devices and activities is
documented. Release and post delivery and delivery processes are
defined.

7.5.2 The Company provides no products for which it would be required to

validate its processes for processing and service delivery provision.

7.5.3 Where appropriate, the Company identifies the products and services it
supplies throughout the service delivery process and identifies its status
with respect to measuring and monitoring activity. Where traceability is
required, the unique identification of the product is controlled and
recorded.

7.5.4 The term ‘Customer Product’ covers free issue materials. Procedures are
in places which ensure that they are identified, acceptable for the agreed
use and that they are kept safe. Any change in the condition of these
items is notified to the Customer and recorded. The items are cared for as
if they were the Company’s own.

7.5.5 The Company preserves the conformity of the product or service from
receipt of order to delivery.

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7.6 Control of measuring and monitoring devices

7.6.1 Where the conformance of the products supplied is indicated by inspection

and test measurements, it is essential that the equipment employed on
these tasks is accurate.

7.6.2 Measuring and monitoring devices are identified and where quality is
affected, the equipment used is controlled to appropriate standards for
consistency. The devices (approved jigs/fixtures etc) are protected
against random adjustments, damage and deterioration and the results of
calibrations are recorded.

7.6.3 Where commercially available equipment is used for indication

measurements, their status is documented and they are subject to
comparison checks as to their accuracy and condition only. This action is
carried out by the Manager or a nominee and documented at
Management Review under ‘Any other business’.
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8
Measurement, analysis and improvement

8.1 Planning

The requirements for measurement and monitoring of service delivery characteristics

and processes have been determined, along with the method used.

8.2 Measurement and monitoring

8.2.1 Clear methods have been established to audit Customer satisfaction and
any failures in meeting Company standards.

8.2.2 Suitably trained personnel conduct periodic independent internal audits on

a planned basis. All aspects of internal audits are recorded and reviewed
and corrective action is taken where necessary.

8.2.3 Processes affecting Customer requirements are periodically reviewed as

part of the management review process to ensure that the intended
purpose is being met.

8.2.4 Measuring and monitoring of the Company’s processes is designed to

ensure that improvements are identified and where appropriate, actions
are taken to implement these.

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8.2.5 Measuring and monitoring of the Company’s services/products is

designed to ensure the finished work meets specification and authorised
personnel control its release.

8.3 Control of nonconformity

Documented procedures are in place to identify and isolate nonconformances/problems.

Prior to returning to the process, any such items are repaired and re-checked. In the
event of nonconforming product or service reaching a Customer, appropriate corrective
action is taken.

8.4 Analysis of data

Data referring to service delivery/product quality problems is collected and analysed and
where changes to the QMS offer improvements, these changes are introduced.

Areas for attention are Customer complaints, meeting Customer’s needs, service
delivery/product characteristics and third party performance.

8.5 Improvements

8.5.1 The QMS is operated in a way that ensures opportunities for continual
improvement are identified, having regard to statements in its Quality
Policy and Objectives, using audit results, data analysis, corrective and
preventive action and Management Review as the mechanisms.

8.5.2 Appropriate action is taken to rectify faults and prevent their reoccurrence
and the procedure is documented. Requirements for identifying faults and
determining their cause, with appropriate corrective action, are covered
and recorded and the results are reviewed.

8.5.3 The Company identifies preventive actions to prevent the recurrence of

nonconformances and the results of such actions are recorded and
reviewed for their effectiveness.
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END OF QUALITY MANUAL

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