9.   Performance Evaluation

9.1   Monitoring, measurement, analysis and evaluation.

         9.1.1   General.

                     All project and maintenance services are monitored through audits conducted

                     by the internal and external auditor which are recorded for submission to

                     manager in charge to take appropriate corrective action (if any).

         9.1.2   Customer satisfaction.

                      The project manager in charge is responsible to obtain customer feedback from

                      customers by making customer visits (if necessary) or via direct calls or online survey.

                      ISO Manager (IM) is responsible to ensure that the feedback from the customers

                      are analyzed on a yearly basis. An annual summary of customer feedback

                      must be submitted for the attention of Managing Director (MD) and

                      to all manager in charge for appropriate follow up or corrective actions.

                      >>> QSA-PRO-02            Customer Satisfaction Survey Procedure

                              QSA-REC-CSSQ       Customer Satisfaction Survey Questionnaires

                              QSA-REC-CSART     Customer Satisfaction Assessment Report Table

                              QSA-REC-CSARC     Customer Satisfaction Assessment Report Chart

                              QSA-REC-CSFUAR  Customer Satisfaction Follow Up Action Report

                       All manager in charge are responsible to attend to all customer complaints

                       and such complaints are to be recorded for follow up action and closure.

                       >>>  QSA-PRO-03  Customer Complaints Procedure

         9.1.3   Analysis and evaluation.

                     Managing Director (MD) with the assistance of ISO Manager (IM) shall plan

                     and implement the monitoring, measurement, analysis and improvement

                     pocesses needed to ensure:

                            a)      conformity of all project implementation services provided,

                            b)      the ability of the processes to achieve planned results i.e. Quality Objectives,

                     c)      conformity of the QMS to the requirements of the standard,

                     d)      continual improvement of the effectiveness of the QMS.

                    MD shall determine the appropriate data to collect and evaluate. At the minimum,

                     the analysis would include the following:

                     a)      Customer satisfaction,

                           b)      Conformity to service requirements,

                           c)      Characteristics and trends of the operational processes and

                                    the services rendered, including opportunities from risk assessment,

                            d)     Performance of outsourced vendors that have impact upon customer     

                                    satisfaction.

                            >>>  QSA-REC-ISOAAT Hexatech Engineering ISO 9001:2015 Annual Activity Time Chart

9.2   Internal Quality Audit.

         9.2.1    It is Hexatech Engineering's policy to conduct internal quality audits at planned intervals to

                      establish conformance of the quality management system (QMS) to Hexatech Engineering’s

                      planned arrangements (i.e. policies and procedures), continued compliance

                      to the requirements of the ISO 9001 standard, and its effectiveness in meeting

                      Hexatech Engineering’s plans and objectives.

         9.2.2    Internal quality audits are scheduled based on the importance and impact

                      of the processes on customer satisfaction, as well as the results of previous

                      audits.  Minimally, the entire system shall be audited at least once a year.

                      Auditors independent of those having direct responsibility for the activities

                      being audited shall conduct the audits.  Measures are taken to ensure that

                      the audits are objective and impartial.  ISO Manager (IM) shall ensure that

                      the audit criteria, scope, frequency and methods used for the audit are

                      defined and communicated.

                      The auditors shall record the results of the audits, and these are reviewed

                      during the Management Review meeting.

                      The relevant manager in charge responsible for the area being audited shall

                      ensure that corrective actions are taken without undue delay. 

                      Follow-up audits, where necessary, are conducted to verify the effectiveness

                      of actions taken and these results are then reported.  Records relating to

                      internal quality audits shall be maintained.

                      >>>   QSA-PRO-04         Internal Quality Audit Procedure

                                QSA-REC-IQAAP  Internal Quality Audit (IQA) Annual Plan

                                QSA-REC-IQASS   Internal Quality Audit (IQA) Score Sheet

                                QSA-REC-IQAR    Internal Quality Audit (IQA) Report

9.3   Management review.

         9.3.1   General.

                     Hexatech Engineering’s management reviews the quality management system at least once a year.

                     The purpose of the review is to assess the effectiveness and continuing suitability

                     of the quality management system.  ISO Manager (IM) is responsible for

                     scheduling, coordinating the review. Managing Director (MD) will chair the review.

         9.3.2   Management review inputs.

                     The following shall be the agenda for management review meeting:

                     - Overview of quality management system implementation & effectiveness.

                     - Changes in work scope and statutory requirements.

                     - Quality policy.

                     - Changes to quality system documents.

                     - Review organization structure and resource allocations.

                     - Achievement of quality objectives.

                     - Risk assessments.

                     - Internal quality audit.

                     - Corrective actions and continual improvement.

                     - Customer enquiry & complaints.

                     - Analysis of Data.

                     - Competency & Training matters.

                     - External quality audit.

                     - Other relevant matters.

                           Upon completion of the management review meeting,  ISO Manager (IM) will

                           ensure minutes of meeting are adequately recorded with the necessary decisions

                           made.  IM will subsequently compile a Quality Management System Report to

                           reflect the status of QMS implementation and results on an annual basis.

                    >>>   AD-PRO-02   Management Meeting Procedure

                              Annex N -     Management Review & QMS Reports (2012 onwards)