This report relates to the Assessment Visit
for The
ACME Group
held 12/08/2003.
Audit Objective:
Initial Assessment of the suitability of
your quality management system in meeting the requirements of the standard and
company objectives, policies and procedures.
The assessment was
based upon the Client’s Management System, 10/22/2003.
During the
assessment 10 nonconformities were identified.
This visit report
forms part of ABCINC’s partnership approach in the assessment of your
Management System.
The assessment was
based on random samples and therefore nonconformities may exist which have not
been identified.
If you wish to
distribute copies of this report external to the organization, then all pages
must be included.
This is subject to
the submission of a satisfactory plan for investigating the identified
nonconformities and implementing effective corrective actions.
Please submit a
plan to determine action, timescales and responsibilities for review, no later
than the date specified in the section below (Non-Conformities – Summary).
The plan should
be sent by e-mail to your Client Managers email address and reference the above
Job number/s.
Upon review of the
corrective action plan, the recommendation will be independently verified
within ABCINC. Upon verification your Certificate of Registration will be
issued.
We believe in a
partnership approach that provides an added value service. It is on this basis we propose a program of
continuing assessment that is planned to commence in June 2004, we will
re-assess your activities by carrying out 2 visits every years for 1.5 days per
visit.
On completion of
the registration cycle, a Re-Assessment of the Certification will be conducted.
A review will be conducted on your 5th continuing assessment with focus on the
strengths and weaknesses of your Management System. Based on this review the
number of assessment days for your re-assessment will be determined.
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1st Shift |
2nd Shift |
3rd Shift |
4th Shift |
Weekend Shift |
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Location |
Exists? |
No. Employees |
Audited? |
Exists? |
No. Employees |
Audited? |
Exists? |
No. Employees |
Audited? |
Exists? |
No. Employees |
Audited? |
Exists? |
No. Employees |
Audited? |
|
ABCINC |
Y |
225 |
Y |
Y |
60 |
Y |
N |
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|
N |
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N |
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Management Responsibility
Management
commitment to the QMS, specific benefits already seen by all levels, and the
implementation which has spread to all areas belies a strategy to continue the
development and improvement towards a strong ISO-based system.
Software Development and Project
Scoping
The software
development and project scoping processes were examined. Functional and operationally the process is
well defined and managed utilizing Test Track Pro. Feature requests are received from Agencies and Internally,
entered into the system and undertaken based upon priority. These features are then developed and
incorporated into the software, with standardized development and quality
assurance processes. Similarly, structural
adjustments and changes are incorporated into co requisite projects, which are
managed utilizing the same tool.
Overall the processes and associated system was deemed to be effective.
Human Resources
The human resource
management and training processes were examined. The department has enacted a Human Resource Information System
(HRIS) to manage all facets of Human Resources. Current processes include employee screening, hiring, new
employee orientation, management and customer service training, and benefits
management. The system for customer
service training has recently been upgraded and now includes a full 4 weeks of
instruction and evaluation. Overall the
processes and associated system was deemed to be effective.
Contract Management
The contract
management process was examined. The
contracts and associated metrics for the top three customers were
examined. All contracts were current
and the data indicated that the organization was exceeding requirements in all
required areas. Overall the process and
associated system was deemed to be effective.
Corporate Accounting
The corporate
accounting process was examined. The
Accounts Payable, Accounts Receivable and Payroll functions were reviewed. All
transactions were available and the data indicated that the organization was
meeting requirements in all required areas.
Overall the process and associated system was deemed to be effective.
IT/Help Desk
The experience and
background of the developers/Help Desk technicians have led to the development
of systems and processes which have ensured the continued use, stability, and
stand-alone day-to-day operations with the use of tracking systems and
procedures.
Customer Service
Company Software
Mature software programs have been developed for clear communication with clients and internal customers.
Staff
Employees are
eager to improve and show interest in continually improving in service to their
clients. Employees have a clear
understanding of their job functions and take pride in their work. The cross training program has recently been
started in the company and is fairly new.
The program has not yet had the opportunity to reach the associates
level. There currently exists a clearly
communicated bonus programs have been developed for employee incentives.
The documentation
system is new created and shows that it has advanced quickly in a short period
of time. The system is immature in
respect to full controls and personnel accessing information with comfort. There needs to be a continuing development
with efforts used to establish a complete system and train employees in full
use.
10
non-conformities were identified. A written corrective action plan is required by 01/10/2004.
Number of Minor 10
Major 0.
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Area |
NCR Ref. |
Description |
Clause |
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Management |
TCW1 |
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Quality
Assurance |
TCW2 |
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Software
Development |
TCW3 |
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Human Resources |
TCW4 |
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Customer Service |
TCW5 |
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Documentation System |
JG-1 |
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Proposal
Handling Area |
JG-2 |
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Accounting
Department |
JG-3 |
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Data Entry |
JG-4 |
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Customer Service |
BT-1 |
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285
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On behalf of
ABCINC the assessment was conducted by: |
The principal
staff involved on behalf of the company were: John Doe |
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Opening Meeting Date/Time: |
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Closing Meeting Date/Time: |
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Audit Objectives: |
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Audit Scope: |
The Provision of Business Services |
ABCINC maintains strict confidentiality concerning all information gained from undertaking its business (A copy of the assessor confidentiality statement is available on request). This audit to be conducted in English unless otherwise stated.
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Date |
Time |
Assessor |
Business
Area/Process |
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June 7 |
9:00 |
Twine, B. |
Opening Meeting |
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9:30 |
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Close out any
previous non-conformities |
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10:00 |
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Quality System –
Management Review, Internal Auditing, Corrective and Preventative Actions,
Documentation etc…. |
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12:00 |
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Lunch |
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1:00 |
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Accounting
Systems |
|
|
2:30 |
|
Customer Service |
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June 8 |
9:00 |
Twine, B. |
Executive
Management |
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9:30 |
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Fairshare
(including both areas) |
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10:30 |
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Closeout follow
up items |
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11:00 |
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Report
preparation |
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12:00 |
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Closing Meeting |
Plan of
Assessment up to and including the reassessment
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Planned Month Duration |
06/04 |
12/04 |
06/05 |
12/05 |
06/06 |
12/06 |
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Business Areas
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Accounting
Area |
ü |
ü |
ü |
ü |
ü | |||