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Document Sample
THE
QUALITY
MANUAL
The Quality Manual is part of an integrated Management
System and has been prepared to meet the requirements
of:
BS/EN International Standards Organisation (ISO)
Quality Management Systems (QMS)
ISO 9001-2008
For the Provision of Contract Catering.
Environmental Management Systems (EMS)
ISO 14001-2007
For the Provision of Catering & Support Services
Occupational Health & Safety Assessment Series
(OHSAS) 18001-2007
For the Provision of Catering & Support Services
The controlled copy is the current dated version is held on the UK &
Ireland Business Intranet (printed versions are uncontrolled):
HSE > Management Systems > Quality, ISO & OHSAS > ISO 9001
>Quality Manual
Authorised By: Alan R North FIH FCIPD LCG
Position: ISO Compliance Manager
Date: September 2011
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 1
The Quality Manual Comprises
The Health Safety Environment Policy Statement: Issue G, April 2011
Quality Policy Statement: Issue G, April 2011
The Quality Manual: September 2011
The Food Safety Management Systems : HSE Website (Dates various)
The Health & Safety Management Systems : HSE Website (Dates various)
The Environmental Management System : HSE Website (Dates various)
The EMS Log Book: Nov 2010
The Small Site Compliance Pack Solutions: 2011
POLICY STATEMENTS
All by the Chief Executive Officer Compass Group UK & Ireland.
The Policies must be communicated to all unit employees by the manager to ensure
they understand the company’s objectives and strategy.
A copy of the current policy statements must be clearly displayed within the unit.
All documents are available via the Intranet HSE Website
USEFUL TIPS:
If possible print double sided.
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 2
QUALITY MANUAL
CONTENTS PAGE NUMBER
Summary of QA Forms 4
Quality Objectives 5
Unit Procedures File 6
Quality Training 11
Document and Data Control 12
Master Forms File 13
Quality Manual 14
Preventative & Reactive Monitoring 15
Self Assessment & Internal ISO Audits 17
External Audits 18
Management Review 19
Team Meetings / Health Safety Environment
20
Meetings
Evaluation of Suppliers / Vendors 21
Summary of Terms & Conditions Documents 22
Client Contract 23
Client Contract Specification 24
Schedule of Services 25
Budget / Business Plans 26
Provision of New Services 27
Client Reporting 28
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 3
QUALITY MANAGEMENT
SUMMARY OF QA FORMS
QA
NAME OF FORM ISSUE DESTINATION RETENTION
FORM
1 UNIT PROCEDURE TEMPLATE September 11 File in Unit 12 Months
2 KEY UNIT PERSONNEL September 11 File in Unit 12 Months
3 VENDING INFORMATION LIST September 11 File in Unit 12 Months
4 VENDOR COMPLAINT LOG September 11 File in Unit 12 Months
5 PRE SERVICE BRIEFING September 11 File in Unit 12 Months
RESTAURANT SERVICE
6 September 11 File in Unit 12 Months
CHECKLIST
7 HOSPITALITY CHECK LIST September 11 File in Unit 12 Months
8 VENDING SERVICE CHECKLIST September 11 File in Unit 12 Months
CUSTOMERS COMMENTS
9 September 11 File in Unit 12 Months
MONITORING LOG
10 TRAINING PLAN September 11 File in Unit 12 Months
CLIENTS INFORMATION OR
11 September 11 File in Unit 12 Months
REQUESTS
SCALES MONTHLY
12 September 11 File in Unit 12 Months
CALIBRATION FORM
RETENTION: 12 Months or whilst current
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 4
QUALITY OBJECTIVES
PURPOSE:
Company objectives and targets are set using:
Corporate initiatives, regulatory and policy changes, audit results, accident and incident
statistics and environmental aspects.
They identify the company’s Quality objectives and states how they are to be monitored and
measured.
DETAILS:
The corporate objectives and targets are set by the Compass Group UK & Ireland Board
annually for the following year.
The objectives are communicated to ISO sites/departments by the ISO
Compliance Manager via the intranet HSE website
Company objectives can be found on the intranet :
HSE Dept > Management Systems > Plans > Quality ISO >Setting HSEQ Objectives
In addition units and departments can set their own objectives, with their line manager, in
line with the corporate objectives.
Progress against objectives are reviewed annually at unit / department level by the unit /
department Manager.
USEFUL TIPS:
Any new ideas and initiatives discussed during Team Meetings and HSE Quarterly
Meetings may be recorded and used as Unit Specific Objectives in addition to the
corporate objectives if they wish.
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 5
UNIT PROCEDURE FILE
PURPOSE:
For the Manager to detail any systems specific to their unit and variations from company
procedures.
The unit specifics need to be documented in a format which is accurate, easy to follow and
meets the Quality Management System requirements.
DETAILS:
A number of systems specific to a unit or group of units will be required for the effective
performance of the operation which differs from company standard forms and procedures.
In some cases these will be client controlled procedures.
Unit Managers must identify and detail these procedures within their Unit Procedures File.
The Unit Procedures File must contain an index.
The Index template is available in the Quality Management Summary of Documents
Section on the Intranet (HSE Website).
Any deviations or variations from the Company Standards, Manuals or Policies or any
new information or procedures must be added to the file and indexed as stated in this
procedure.
Unit procedures must include the following information:
Title
Purpose
Details of the procedure
Where the evidence is recorded
Who it is approved by
Signature of manager or delegate approving the procedure
Issue Dated
A standard Unit Procedure template is available in the Quality Management Summary of
Documents section.
The following Unit Procedures information must be included as a minimum, where
applicable.
Brands
Any brands used within the unit must be identified and correctly followed to ensure brand
adherence.
Brand information requirements to include:
The type of Brands in place.
Additional brand records /forms requiring completion to be issued and
completed as appropriate.
Any brand manuals / specific requirements in place and current
Specific training requirements carried out & recorded for individuals.
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 6
UNIT PROCEDURE FILE
DETAILS:
Hospitality Bookings
All hospitality bookings must be maintained and recorded. Include details of:
How bookings are taken e.g. phone, faxes, written, e-mail
What format is used e.g. Diary/Booking Form
How amendments are made (they should be initialled and dated)
Include sample copies of any forms used.
Hospitality Records / Forms should include:
Date of function
Date of booking
Number of covers
Detail of requirements (menus may be attached separately)
Time and location of function
Host/person placing the booking
Person taking the booking
Details of any amendments
Details of how the service is checked e.g. visually, hospitality comment card,
inspection checklist.
Booking forms should be retained for a minimum of 6 months
Menu Planning
Details of menus and requirements to be identified for the unit.
Menus to be clearly displayed in the department informing the unit, Clients & customers of
relevant details including:
Who compiles the menus
Frequency /cycle – e.g. weekly / 4 weekly
If using cycle menus how often are they updated
Key information regarding content, e.g. number of main courses, vegetarian
option, healthy option
Details of Good Health Policy e.g. use of low fat, no salt etc.
Any special requirements
How amendments are made
Where the menu is circulated and displayed
Menus on display should incorporate the use of descriptive selling words
e.g. traditional, fresh baked etc.
No handwritten or tippex-ed corrections should be on any printed menus.
Copies of all menus including hospitality menus must be retained for 6 months in a menu file.
The file copy must show any amendments made
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 7
UNIT PROCEDURE FILE
DETAILS:
Service Briefing
A verbal briefing must be carried out prior to each service to ensure all employees involved in
the service are fully aware of menu dish items and key issues e.g.
Menu content including sensitive issues e.g. products containing nuts, dairy
products etc
Portion size
Price
Items to promote
Include details in the procedure of:
Who carries out the briefing
When the briefing is carried out
What is covered
A Pre Service Briefing sheet can be found in the Quality Management Summary of
Documents section.
Vending Information List
Is required to identify all vending machines in the unit.
To be regularly updated & maintained as changes occur and to include:
Make of machine
Serial numbers
Use of machine
Location of machine
A Vending Information List can be found in the Quality Management Summary of Documents
section.
Key Unit Personnel
Is required to detail & identify those who assist & facilitate in the smooth running of the
department.
Including details of Unit, Department and Client personnel.
A useful reference guide for new and relief management teams.
Information required:
Manager details
Key personnel details - Names , position and contact numbers
Including details of any Unit, Department & Client personnel involved in the
operations.
A Key Unit Personnel form can be found in the Quality Management Summary of Documents
section.
Clients Information or Requests
Is required to identify & record any client specific requirements to the unit.
Also can be used as a reference guide for new and relief management teams to understand
and be aware of any unit / operational requirements.To include:
Detailed list of information or requirements that are necessary for the smooth
operations of the unit i.e.: standing orders, routine & special functions etc.
A Client Information or Requests form can be found in the Quality Management Summary of
Documents section.
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 8
UNIT PROCEDURE FILE
DETAILS:
Customer Comments
To ensure all customer comments are captured and responded to in a professional and
systematic approach relating to quality, health & environmental aspects of the product and
service provided.
Customer comments may be received in a variety of ways i.e. verbal, comment card /book, e
mail, memo, meetings and can be either positive or negative.
Customer comments should be reviewed during team meetings as an agenda item and any
back up documentation, e.g. letters and emails may be filed either with the comment or
separately if they are of a confidential nature.
A Customer Comments Monitoring Log to be completed to capture the information and should
include details:
Date ,customer name, contact number
Detail of comments either positive or negative
Details of actions & completion dates ref the comments.
Copy of the Customer Comments Monitoring Log can be found in the Quality Management
Summary of Documents section.
Order Forms
A variety of order forms exists across the business from hard copies to on line versions.
When using hard copy order forms then initials / signature are required to confirm ordering
and acceptance of goods.
As e–ordering uses your unique identity to purchase there is no need for Initial/ signatures
However signing & checking of goods receipt is still required to confirm goods ordered
against the actual delivery.
Vendor Complaints
The Food Delivery Record is completed to ensure perishable foods are
delivered in a manner that minimisers the risk of damage and deterioration.
Completed for all deliveries and requires confirmation that food is delivered to
an acceptable standard & temperature monitoring is maintained.
The current procedure for product or supplier complaints should be followed via
the Compass HSE website > Vendor Assurance > Commercial Support Line
The Food Delivery Record can be downloaded from the Compass HSE website FSMS -
Forms & Records
The Vendor Complaint Log is completed where continuous problems
of vendor service has been raised i.e. late deliveries ,through the Commercial
Support Line
The Vendor Complaint Log can be downloaded on the Compass HSE Website - QA Forms &
Records
Staff and Company organisation Chart or List
An Organisation Chart or List can be used to identify the unit / department structure.
Any changes to the structure must be amended & dated as applicable.
Can be a Sector Organisation Chart or List
Unit Employee List or department Organisation Chart.
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 9
UNIT PROCEDURE FILE
DETAILS:
Training Plan
To identify all planned training for all the team in the unit including any refresher, annual &
unit based training .To include:
Name & job titles , identified development needs & objectives
Location, method, Monitoring & reviewed by, development coordinator,
learning time ,target completion dates
Once training is completed then the information must be transferred to
individuals training record cards as applicable.
A version of the Training Plan can be found on the company intranet HSE website>
Management >Systems >Training, Awareness & Competence > Training Plan
HSE Meetings & Team Meetings
Health Safety & Environment meetings are required to be held at least once a quarter or
once per term for Education sites and are to be recorded on the HSE Meeting Minutes Form.
Team meetings can be also be recorded using the HSE Meeting Minutes Form
This will assist in ensuring:
That all employees are consulted on Health Safety & Environment matters
and have the opportunity to comment & be involved in meetings held
Actions can be recorded & taken on any HSE issues.
Best practise can be shared and communicated.
All our team, clients and customers can be assured of working in a safe &
healthy environment.
A copy of the HSE Meetings Minutes form can be found on the HSE Website
Unit specific procedures
The requirement of detailed information for any systems specific to the unit and variations in
addition to company issued procedures.
To identify any contractual and unit requirements the client e.g. Client audits, monthly
meetings, banking arrangements etc
These need to be documented in a format which is accurate, easy to follow and meets the
Quality Management System requirements stating:
Title and unit specific numbered, Purpose, Details & where information is
recorded
Details of who has approved the document & dated as issued.
Health & Safety Activity / Food Safety Activity / Environmental Activity Calendar’s
The Health & Safety, Food Safety and Environmental Activity Calendar’s are tools to enable
the unit to plan when H&S, FS and EMS activities are to be reviewed & completed.
The calendars identify:
Unit details
Commencement date of calendar
List of activities
Completion / Review requirement -Daily, Weekly, Monthly ,Annually
Activity Calendar forms can be located on the HSE Website
USEFUL TIPS:
All company forms and procedures can be found on the company HSE intranet Website
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 10
QUALITY TRAINING
PURPOSE:
To ensure all employees understand and are trained in the current company Quality
Management Systems including Company Quality Policy Statement and Quality Training.
DETAILS:
During the induction programme new employees must receive training on the company
Quality Management Systems including explanation of the Company Quality Policy
Statement
Training packages available on the Company HSE Website should be trained onto new &
existing team members.
Current Training Packages available:
Briefing Sheets for ISO 9001, ISO 14001 & OHSAS 18001
The Passport to ISO 9001
All training carried out must be recorded on the individuals training record card
Any other Quality Policy or training specific to an operating company or client which
applies must also be explained, carried out and recorded.
USEFUL TIPS:
Ensure you capture all ideas and suggestions during briefings and training on the
OFI Log Sheet
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 11
DOCUMENT AND DATA CONTROL
PURPOSE:
To ensure the unit is using current and relevant data and documentation within the business
and to demonstrate compliance to Quality Management Systems
DETAILS:
Any document / data produced by the unit is required to have Title of the document at the
top of the page.
At the bottom left of the page:
Initials of who has issued the form
Title of the document (optional if not identified )
Issue identified.
Date Issued.
E.G: SL/Issue: A/Dated:Sept 2011 OR SL/Compass Quality Manual /Issue E/Dated:Sept 2011
All controlled or confidential data which is held electronically must be controlled through
password or authorised access.
The Company Policy for Computer usage should be adhered to and can be found on the
Company Information Technology website.
All networked computers have anti-virus software, which is updated by the computer
helpdesk as required.
The Manager or delegate must ensure that “hard copies” of manuals are kept up-to-date,
with superseded pages/documents removed and destroyed, and replaced with the revised
issue.
Internal Auditors will check that manual(s) are up-to-date during internal audit.
Amendments to the Quality Manual may originate from updating of company procedures,
audit results, changes to legislation.
Amendments may be requested by the end users of the Quality Manual
USEFUL TIPS:
Ensure any unit specific documents are also kept on your Unit Master Forms File & up to
date.
This also helps to ensure good quality photo copies are used in your unit.
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 12
MASTER FORMS FILE
PURPOSE:
To ensure that each unit has a complete set of up to date & relevant, good quality forms
which can be printed out or photocopied to a good legible standard.
DETAILS:
Each unit is required to compile a Master Forms File, which contains copies of all the
forms used within the unit. This may be manual or electronic in format.
These include:-
Company issued forms that are part of the Quality Management System
Company issued forms from other departments
Unit generated forms
Client generated forms
Supplier generated forms
Forms originating from other sources
It is recommended that the Master Forms File is split into sections for easy identity
The file must be indexed with its contents.
Forms on the HSE website without prior agreement from the ISO Compliance Manager
cannot be altered without permission.
All forms altered must then be replaced in your Master Forms File and indexed.
All unit-generated forms must include a title and an issue date as stated in the Document
and Data Control procedure.
As information is updated the issue date must also be updated to clarify which is the
current version.
See sample unit form on the Intranet HSE Website
USEFUL TIPS:
It is recommended that the Master Forms File is split into sections for easy identity
Please see Master Forms on the Intranet HSE Website – Forms & Records
Replace new & updated forms in the Master Form File as soon as they are issued.
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 13
QUALITY MANUAL
PURPOSE:
The Quality Manual forms part of the integrated management system and provides detailed
information required to meet the standards BS/EN International Standards Organisation (ISO)
ISO 9001, ISO 14001 & OHSAS 18001
Used as a useful tool & reference guide to assist the unit in understanding the detail &
requirements for the standards
DETAILS:
The Quality Manual is part of an integrated management system which comprises:-
The Health Safety Environment Policy Statement : Issue G, April 2011
Quality Policy Statement: Issue G, April 2011
The Quality Manual :September 2011
The Food Safety Management Systems: HSE Website (Dates Various)
The Health & Safety Management Systems: HSE Website (Dates Various)
The Environmental Management System: HSE Website (Dates Various)
The EMS Log Book: November 2010
The Small Site Compliance Pack Solutions: 2011
All company Policies, Procedures & Forms should be adhered to and completed
as detailed in the above documents.
Quality Manuals are no longer individually numbered and controlled.
The master copy of the Quality Manual is posted on the Compass Group UK & Ireland
HSE Intranet.
Copies are no longer available via the stationery supplier.
Individual sites may print out a “hard copy” for quick and easy access on a day-to day
basis.
The manual and any amendments are approved by the ISO Compliance Manager.
Suggestions for improvement or changes are welcomed from the end users and
should be submitted in writing to the ISO Compliance Manager
The Quality Manual takes account of all relevant legislative requirements
USEFUL TIPS:
Set up your printer to do double sided photocopying to save paper.
Discuss any amendments & changes to Systems/Policies /Procedures etc during your
Team Meetings.
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 14
PREVENTATIVE / REACTIVE MONITORING
PURPOSE:
To identify the process, responsibilities and activities required for preventative and
reactive monitoring
DETAILS:
PREVENTATIVE MONITORING
The process of continual improvement enhances the success of the Health and Safety
Management System.
The need to make changes and improvements to the system is influenced by a number of
factors, including:
Accident, Incident and ill health trends, Alleged Foreign Bodies, Alleged Food
Poisoning.
Results of audits and inspections
New information regarding hazardous tasks, activities and substances
New and amended legislation
Where the need to make changes and improvements is established, preventative action is
taken to ensure compliance with new legal and /or company requirements.
Preventative action is identified during any of the following processes:
Site health & safety audits and checklists
Op Co Strategic audits
Enforcement activity or Client inspections
Health & Safety meetings
Management Reviews at Op Co and UK HSEF level
Health and Safety Management Systems reviews by HSE Department
Compass Group UK & Ireland Executive Committee discussions
Preventative action can be taken using any of the following methods:
Developing local action plan as a result of audits and health and safety meetings
Issued through Weekly Newlines.
Issuing new and amended risk assessments
Issuing new and amended health and safety procedures (Company HSE website)
Communicating by memo, email or via the Company HSE website
Launching Company wide or Op Co health & safety campaigns
Responsibility for the review of preventative action Line and Site Manager:
Responsible for reviewing the effectiveness of preventative actions following health & safety
meetings, site audits, Client inspections or Enforcement Officer activity.
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 15
PREVENTATIVE / REACTIVE MONITORING
DETAILS:
REACTIVE MONITORING
Reactive monitoring enables the company to check performance, learn from mistakes, reduce
risk and improve the management systems.
Reactive monitoring includes the reporting of hazards, Opportunity For Improvements (OFI’s)
accidents, ill health and other health & safety incidents and enforcement activity
Responsibilities for Reactive Monitoring
Compass Group UK & Ireland Executive Committee
Reinforcing key health & safety messages
HSE Department
Helping reinforce key health & safety messages
Identifying Company trends in the level of health & safety performance
Identifying activities which cause the greatest number of injuries and ill health where
remedial actions may be most beneficial
Providing statistical accident and incident data to the Executive Committee and
Operating Company or Department Heads
Providing information relating to insurance claims and / or legal actions
Operating Companies / Departments and Site Management
Helping reinforce key health and safety messages
Identifying trends in the level of health and safety performances
Investigating the cause of accidents and incidents and identifying remedial actions to
reduce recurrences
Identifying activities which cause the greatest number of injuries, where remedial
actions may be most beneficial
Allowing common features or trends to be discussed with employees and Clients
appropriate and learning from events to prevent recurrences
Providing information relating to insurance claims and /or legal actions
Providing information to Enforcing Authorities regarding Reportable Incidents
(RIDDOR)
Notifying Line Management and HSE Department of Enforcement Officer visits and
investigation reports
Training, observing, discussing and checking health and safety arrangements and
records
USEFUL TIPS:
Include any findings on your Quarterly HSE meeting and Team meetings
Don’t forget to report and record any suggestions on business improvements on the OFI
Log Sheet.
Keep a copy of the OFI Procedure beside the OFI Log Sheet.
Keep your Unit Managers Emergency Manual somewhere easy to reach where everyone
knows and is familiar with the contents.
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 16
SELF ASSESSMENT AND INTERNAL ISO AUDITS
PURPOSE:
To ensure operations carried out in the unit are compliant to the company Quality
Management Systems and meet the standards of:
BS EN ISO 9001, ISO 14001 & OHSAS 18001
To provide information on the process of self assessment and internal audits carried out
within the unit.
DETAILS:
A Self Assessment Audit must be carried out in the unit annually to verify and identify
areas that require attention.
The audit should be carried out in an open and honest way
Updates on how and when to complete self assessments will be communicated through
the Weekly Newslines.
Internal audits are carried out to verify that the company’s policies and procedures are
being adhered to. They establish the levels of conformance being achieved and the
ongoing relevance and benefits of the procedures to the business.
Internal audits are carried out on a selection basis at least once a year. An internal audit
plan is compiled by the Quality Manager at the start of the financial year i.e. October.
Internal auditors are trained in audit techniques and the Quality System during a Two day
course, plus 1 or more supervised audits (if applicable).
The auditor compares the procedures in the Quality Manual and Unit Procedures file with
the actual practice.
Proof is obtained from the documented records, which are required to be maintained.
Each audit is formally recorded in a Quality Audit Report, copies of which are distributed to
the Manager, Line Manager, and RM and as directed.
Major or Minor Opportunities for improvement (OFI’s) raised during an audit identify and
correct areas of shortfall:
A Major OFI being the total breakdown of a procedure where no evidence is found
i.e.: No temperature monitoring records completed, No Training Record Cards
completed. No COSHH information, No Risk Assessments completed, No
Environmental systems set up.
Also where there is a dangerous practice happening and is in contravention to
Legislation.
Minor OFI’s raised during an audit are the result of a partial breakdown in
procedures and may result in an observation and opportunity for improvement i.e.:
Where something is not right – Not all protein items recorded, Unsecure
shelving in storage area, Trim-Trax incorrectly recorded.
Suggestions for improvements /Observations
A good idea which could be shared
To highlight an area which may result in a Major / Minor OFI being raised in the
future
USEFUL TIPS:
The Self Assessment audit and the Internal Audit will be one and the same form
Don’t delay on closing off any OFI’s you have been issued.
Ensure you provide detailed evidence to close off OFI’s
Use the Internal Audit Report to carry out your own self assessment before an external
audit is due to identify areas where improvement can be made
Guidance on Accessing E –safe Audits & the HSE Website can be found in your Unit
Managers Emergency Manual.
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 17
EXTERNAL AUDITS
PURPOSE:
To ensure company policy & procedures, legislation, & external awarding bodies standards
are met and maintained.
To provide information on the process of External audits carried out by individuals not
employed by Compass Group, UK.
DETAILS:
The most common external audits are:
Client Audits
ISO External Audits
EHO / HSE Visits
Other Certification Audits e.g. IIP (Investors in People)
These audits are not always pre-planned.
Any External Auditors should show identification on arrival or be accompanied by a
compass representative during there visit. This can be the unit manger.
Audit reports may not be left on site at the time of the audit but will be informed during the
audit process and returned on an agreed time scale
If you are unsure of questions asked speak to your line manager for guidance.
Always inform your Line Manger that you have an external audit taking place.
Ensure you provide detailed evidence to close off OFI’s
Useful Tips:
Always retain copies of any external audit reports you receive and inform your Line
Manger of the results and actions required.
Don’t delay on closing off any OFI’s you have been issued.
Ensure you provide detailed evidence to close off OFI’s
Guidance on Accessing E –safe Audits & the HSE Website can be found in your Unit
Managers Emergency Manual.
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 18
MANAGEMENT REVIEW
PURPOSE:
To provide background information to managers on the arrangements and content of the ISO
Management Review. The objective is to review the company ISO 9001, ISO 14001 and
OHSAS 18001 performance, and to ensure the continued adequacy, suitability and
effectiveness of the systems.
DETAILS:
ISO Management Review Meetings are held annually at corporate level, covering all the
operating companies, support departments and operational units involved in the ISO
programme.
The review is attended by:
HSE Director
HSE Forum ( containing a minimum of 1 MD )
ISO Compliance Manager
And any other personnel as required
The agenda follows the standard company format as detailed. It may be included as part
of a larger meeting.
The minutes of the Management Review are approved by the HSE Director
Key information is circulated to the rest of the business via the HSE Update.
MANAGEMENT REVIEW AGENDA
1. Review of Minutes of last meeting
2. Review of Quality, Environment and Safety Policies
3. Review of Environmental Aspects
4. Review of Changing Circumstances that effect the Management Systems
5. Evaluation of how the QMS/EMS/SMS meets the requirements of the
standards
6. Review of Quality, Environment and Safety Objectives
7. Audit Results and Quality Improvements
8. Customer Satisfaction and External Communications
9. Effectiveness of Quality Improvements
10. Review of Purchasing issues
11. Evaluation of Legal and other requirements and their impact
12. Review of training
13. Suggestions for improvements and spreading best practise
14. Any other business
USEFUL TIPS:
Regions/Operating Companies may also conduct Management Reviews as appropriate.
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 19
TEAM MEETINGS / HEALTH, SAFETY & ENVIRONMENT MEETINGS
PURPOSE:
To ensure that all team members of the unit / department are communicated and consulted
with and have the opportunity to actively take part, share best practice & have input into the
meeting.
To review progress of objectives and drive continual improvement and to ensure that effective
arrangements are implemented and maintained
DETAILS:
The Unit Manager (this role may be delegated) as a minimum holds a quarterly health
safety & environment meeting with the unit team and records this on the Health Safety &
Environment Meeting form.
The meetings should have minutes taken and contain the following:
The date of the meeting
Names of team members present
Key items / areas discussed
Action points agreed
The meeting agenda must include the following areas:
Quality
Environment
Health and Safety
Food Safety
Opportunity For Improvements (OFI’s)
Customer Feedback
Training
Any other topical issues
USEFUL TIPS:
Blank Health Safety & Environment Meeting template can be found on company HSE
Website.
Guidance on Accessing the HSE Website can be found in your Unit Managers Emergency
Manual.
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 20
EVALUATION OF SUPPLIERS / VENDORS
PURPOSE:
To provide background information for Unit Managers on how vendors are evaluated.
DETAILS:
Compass Commercial Team is responsible for assessing the suitability of potential vendors
and monitoring the performance of vendors.
The Data Admin Department are responsible for the maintenance of the Authorised
Vendor and Authorised Product Lists.
The Unit Managers or delegates are responsible for assessing the quality of goods
arriving at their sites and should complete the Food Delivery Record for poor quality
products delivered.
Where there is a continuous issue with quality of vendor service provided contact
Commercial Support Line with full details of the issue and recorded on the Vendor
Complaint Log
This assists and ensures data is captured, recorded & maintained at site
Compass Vendor Assurance Team sends a Supplier Evaluation Questionnaire to all
potential vendors and maintains a log of the Questionnaires sent.
Due to the higher risk level and purchasing volumes, greater emphasis is placed on
the assessment of food vendors than non-food vendors.
On return of the completed questionnaire by the vendor, Compass Vendor Assurance
Team assesses the information obtained. Responses are categorised according to
their risk prior to their selection.
Full details of the procedure are included on the Compass HSE Website Vendor
Assurance Intranet pages.
USEFUL TIPS:
Refer to the company Intranet HSE website for full details of the procedure
Guidance on Accessing the HSE Website, Reporting Alleged Food Poisoning/Alleged
Foreign Body Complaints can be found in your Unit Managers Emergency Manual.
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 21
SUMMARY OF TERMS & CONDITIONS DOCUMENTS
Reference
Available How Retention
Form Number/ Destination
from Often Period
Date
24 months
after
Budget / Annually
N/A OPM File in unit completion
Business Plan or as agreed
of
budget term
24 months
Regional Commencement after
Client Regional Office /
N/A Office / of contract or completion
Contract File copy in unit
OPM when renewed of contract
term
24 months
Regional Commencement after
Client Contract Regional Office /
N/A Office / of contract or completion
Specification File copy in unit
OPM when renewed of contract
term
Format
Client Frequency as
N/A as agreed File in unit 24 months
Reports agreed with Client
with Client
As 24 months
requested after
Provision of
by Regional Office / completion
New Services N/A Agreed with Client
and agreed File in unit of new
details
with Client services
term
Commencement
Schedule of Agreed of contract and Regional Office / Whilst
N/A
Services with Client when File in unit current
amendments
occur
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 22
CLIENT CONTRACT
PURPOSE:
To ensure that the Terms and Conditions as agreed with the client are confirmed and signed
by the appropriate parties.
DETAILS:
On receipt of an official order (letter of intent) or contract from the customer, the Director
or delegate checks the information in the contract document to ensure that it correlates
with that on the proposal submitted to the customer.
Where the differences exist between contract requirements and those of the proposal, the
Director or delegate ensures that the customer is made aware of these differences with
any problems being resolved to the mutual satisfaction of both the Company and the
customer.
The Director or delegate identifies and acquires any additional resources, which may be
required to satisfy the contract. The Company’s available manpower, workload, facilities
and scope are taken into consideration.
The contract is signed and dated by the Director, Company Secretary or delegate. In
some cases a contract may commence prior to a contract being signed. In these
circumstances details of the verbal contract being awarded are held on the contract file.
Existing contracts are subject to an annual review, unless otherwise specified, e.g., a
contract may be for a fixed term, or “rolling” in nature.
Copies of the contract are held by the contracts department and by the regional office. If
the regional office is not audited for ISO, a copy of the contract must be held on file in the
unit.
USEFUL TIPS:
Amendments to contractual terms are authorised by the Director or delegate.
This may include changes in discounts and decreases in management fees.
Any amendments to the contract must be filed with the appropriate documents to ensure
up to date and accurate information is used.
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 23
CLIENT CONTRACT SPECIFICATIONS
PURPOSE:
To ensure an effective review is carried out of all contracts between Compass Group UK
Operating Companies and our clients in order that the requirements of each contract are fully
understood, documented and can be met.
DETAILS:
Initial contract enquiries can come from a variety of sources including formal tenders/client
referrals/client enquiries/employee sales leads.
Tender documents and specifications when issued are often used for guidance purposes
only, to provide a basis for comparative tendering.
Food presentation standards, tariffs, portion sizes, services, and opening times, etc, are
often varied on an ongoing basis in agreement with the client. These changes may be
documented in minutes of meetings, letters, etc.
Where a specification document is issued by a client company a copy of the specification
must be held by the Manager to ensure they are fully aware of client requirements.
Any amendments to a specification must also be retained on file.
USEFUL TIPS:
Remember to include document control on all unit specific produced documents.
Include any Client specific requirements in your Unit Procedure File.
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 24
SCHEDULE OF SERVICES
PURPOSE:
To provide a record of the current services agreed with the client.
DETAILS:
A schedule of services is required to include:
Services provided
Service times
Service locations
Details of service provision
Specific requirements
Any amendments to the schedule of services must be recorded.
The schedule of services must be dated.
A copy of the Schedule of Services must be visible and displayed or in the Client
Contract/Budget file.
USEFUL TIPS:
Remember to include details of your Schedule of Service in the Unit Procedure File
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 25
BUDGET / BUSINESS PLANS
PURPOSE:
Forms the basis of the annual contract review and sets the Manager targets to achieve.
DETAILS:
Budgets / Business Plans are compiled by the Operations Manager in conjunction with the
Unit Manager. Any proposed changes are reviewed and agreed with the client prior to
implementation. The format of the Budget / Business Plan may vary according to client
requirements.
Budgets / Business Plans are compiled for a specified period, usually a minimum of 12
months.
The Budgets / Business Plans must be signed by the Unit Manager and Operations
Manager and a copy held at the unit.
Fixed term contracts may have a Budget / Business Plan for the period of the contract.
Details of fixed term contracts are included in the Unit Procedures File or Client Contract
file.
USEFUL TIPS:
Any amendments to the Budget / Business Plan must be filed with the appropriate
documents to ensure up to date and accurate information is in use.
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 26
PROVISION OF NEW SERVICES
PURPOSE:
To ensure that when a new service is requested, it is implemented effectively to meet the
requirements of the client and customers.
DETAILS:
A request for a new service will normally come from the client, and it may be formal or
informal.
Arrange a meeting with the person requesting the service so that all the details of the
requirements are discussed and agreed.
The details that are required as a minimum are:
Services to be provided
Frequency and times
Locations
Personnel required (numbers, job titles, qualifications, experience)
Training required
Equipment required
Safety (PPE, risk assessments, safe systems of work)
Quality procedures
Environmental issues
Finance and billing method.
Commencement date and duration of the service
Any other requirements
Confirm the details back to the person requesting the service. This may be in the format of
minutes from the meeting, memo/letter, email, or using the Event Confirmation or client-
specific form.
If there are existing Quality procedures for the service, ensure they are suitable. If they
need to be personalised, compile a unit procedure.
Resource the services.
Plan and carry out training required.
Implement the procedures and monitor them closely to ensure compliance.
Review the procedure when implemented for the first time and amend accordingly.
USEFUL TIPS:
Remember to include document control on all unit specific produced documents
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 27
CLIENT REPORTING
PURPOSE:
To identify the type and frequency of reports required by the client.
DETAILS:
A unit specific procedure must be compiled to identify the type and frequency of reports
that are prepared for the client.
The procedure should identify
The Title of the report
The Frequency of production
The Contents
Where the information is obtained from
Who is responsible for the compilation
The Format of presentation
Any Other information
USEFUL TIPS:
Remember to include details of client requirements in the Unit Procedure File
SL/Compass Quality Manual / Issue: E/ Dated Sept 2011 28
