GW - Quality Manual

Geodis Wilson Bangladesh Limited
ISO 9001:2008
QUALITY MANUAL
January 2009
QUALITY MANUAL INDEX
Section/clause Title Issue
0.1 Distribution list B
0.2 Change History B
1.1 General B
1.2 Application B
2.0 Normative Reference B
3.0 Terms & Definitions B
4.1 General Requirements B

 4.2.1 General
 4.2.2 Quality Manual
 4.2.3 Control of Documents
 4.2.4 Control of Quality Records
5.1 Management Commitment B
5.2 Customer Focus B
5.3 Quality Policy B
5.4 Planning B
 5.4.1 Quality Objectives
 5.4.2 Quality Management System Planning
5.5 Responsibility, Authority and Communication B

 5.5.1 Responsibility and Authority
 5.5.2 Management Representative
 5.5.3 Internal Communication
5.6 Management Review B

 5.6.1 General
 5.6.2 Review Input
 5.6.3 Review Output
6.1 Provision of Resources B
6.2 Human Resources B

 6.2.1 General
 6.2.2 Competence, Awareness, Training
6.3 Infrastructure B
6.4 Work Environment B
7.1 Planning of Product Realization B
7.2 Customer related processes
B
 7.2.1 Determination of Requirements related to the product
 7.2.2 Review of Requirements Related to the product
 7.2.3 Customer Communication
7.3 Design and Development B
7.4 Purchasing B
 7.4.1 Purchasing Process
 7.4.2 Purchasing Information
 7.4.3 Verification of Purchased Product
7.5 Production and Service Provision B

 7.5.1 Control of Production and Service Provision
 7.5.2 Validation of Processes
 7.5.3 Identification and Traceability
 7.5.4 Customer Property
 7.5.5 Preservation of Product
7.6 Control of Monitoring and Measuring Devices B
8.1 General B
8.2 Monitoring and Measurement B
 8.2.1 Customer Satisfaction
 8.2.2 Internal Audit
 8.2.3 Monitoring and Measurement of Processes
 8.2.4 Monitoring and Measurement of Product
8.3 Control of Nonconforming Product B
8.4 Analysis of Data B
8.5 Improprement B
 8.5.1 Continual Improvement
 8.5.2 Corrective Action
 8.5.3 Preventive Action
Geodis Wilson Bangladesh Limited Written by:
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Section: 0.1
Distribution List Issue: B
Issue date: 01.01.2009 Page 1 of 1
Distribution list of controlled copy holders
Copy no. Copy holder
01 Managing Director
02 Directors
03 MR
04 External Auditor
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Section: 0.2
Change History Issue: B
Issue date: 01-01-2009 Page 1 of 1
Issue Section Page no. Description of change Effective date
no. no.
SECTION 1
REFERENCE
SECTION I
CLAUSE TITLE ISSUE
1.1 General B
1.2 Application B
Section 1 of the Quality Manual addresses clauses 1.1 (General) and 1.2 (Application
in ISO 9001.
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Section 1.1 Issue: B
Section 1
1.1 GENERAL
The purpose of this quality manual is to describe the policies and company-wide
control structure of the quality management system (QMS) used to achieve the
goals and quality objectives of Geodis Wilson Bangladesh Limited The true
measure of quality at Geodis Wilson Bangladesh Limited is customer satisfaction.
Because customer satisfaction and the quality of our products/services are and will
continue to be the keys to our competitiveness for years to come, it is increasingly
vital for us at Geodis Wilson Bangladesh Limited to understand and use our quality
management system to do a good job, the first time, every time. To ensure that our
quality management system will continue to provide a solid foundation for success,
it is essential that we continually improve our quality management system and
related processes.
Company Profile:
Geodis Wilson Bangladesh Limited is a Global Freight Forwarding Company with

5500 employees in more than 50 countries and is the freight management expert of
the Geodis Group, a global logistics provider with 26000 employees in a network
covering 120 countries. In Bangladesh, the legal entity Geodis Wilson Bangladesh
Limited is a Joint Venture Company. The regional head quarter in Hong Kong
controls Bangladesh which falls under the Asia Pacific Region.
Employing 26 full time people, the company operates with its Head Office in Dhaka.
Branches are in Chittagong, mainly looking after sea port operations, and airfreight
operations is centered Uttara satellite office.
The main market of the company is Scandinavia, where sea and air freight are
destined to. The company enjoys the benefit of mother Company’s e-services
platform and follows reporting formats and deadlines of regional head quarter.
The quality management system described in this quality manual addresses the
requirements of the ISO (International Organization for Standardization) Quality
Standards as defined in the ISO 9001:2008 International Standard.
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SECTION 1.2
1.2 APPLICATION
The scope of this manual (for that matter ISO 9001:2008) applies to the operations
related to Freight Forwarding and Logistics Services following the applicable regulatory
and customers’ requirements.
The quality management system implemented at Geodis Wilson Bangladesh Limited

upholds the ISO 9001 Standard with the exclusion of clauses no. 7.3 - ‘Design &
Development’, 7.5.2 – ‘Validation of processes’, 7.6 – ‘Control of monitoring and
measuring devices’. All services are realized and delivered following the regulatory
requirements and/or customers’ guidelines/Standard Operating Procedure. There isn’t any
special process in the service realization processes, output of which can’t verified by
subsequent inspection/review. Under its own responsibility/jurisdiction, company does
not use any monitoring and measuring devices.
In addition to the compliance to ISO 9001, Geodis Wilson Bangladesh Limited strictly
follows applicable regulatory requirements such as:
 Bangladesh Bank’s Foreign Exchange Regulation requiring International Freight

Forwarding Companies to take permission from the Central Bank for repatriation
of commission
 Ministry of Commerce requires that International Freight Forwarding Companies
become member of their trade body. Hence Geodis Wilson Bangladesh Ltd is a
member of Association of Cargo Agents of Bangladesh.
 Freight Forwarding License issued by Bangladesh National Board of Revenue.
SECTION 2
REFERENCE
SECTION I
CLAUSE TITLE ISSUE
2.0 Normative Reference B
Section 2 of the Quality Manual addresses clause 2.0 (Normative Reference) in ISO
9001.
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SECTION 2.0
REFERENCE
At Geodis Wilson Bangladesh Limited, the following documents are used as

references for our quality management system:
• ISO 9000:2000, Quality Management Systems - Fundamentals and

Vocabulary
• ISO 9004:2000, Quality Management Systems Guidelines for Performance

-
Improvements
• ISO 10005:1995, Quality Management Guidelines for Quality Plans

-
• ISO 10006:1997, Quality Management Guidelines to Quality in Project

-
Management
• ISO 10007:1995, Quality Management - Guidelines for Configuration

Management
• ISO 10011-1:1990, Guidelines for Auditing Quality Systems — Part 1:

Auditing
• ISO 10011-2:1991, Guidelines for Auditing Quality Systems Part 2: —
Qualification Criteria for Quality Systems Auditors
• ISO 10011-3:1991, Guidelines for Auditing Quality Systems — Part 3.

Management of Audit Programs
SECTION 3
TERMS AND DEFINITIONS
SECTION/ CLAUSE TITLE ISSUE
3.0 Terms and Definitions B
Section 3 of the Quality Manual addresses clause 3.0 (Terms and Definitions) in ISO 9001.
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SECTION 3.0
TERMS AND DEFINITIONS
The terms and definitions provided below are frequently used to describe aspects of
the quality management system at Geodis Wilson Bangladesh Limited
1. Customer: Any organization or person that receives a product or service

from Geodis Wilson Bangladesh Limited
2. Customer Satisfaction: Customer’s perception of the degree to which

customer’s requirements has been fulfilled.
3. Nonconformity: Situation where a requirement was not fulfilled.
4. Organization: Refers to Geodis Wilson Bangladesh Limited throughout this

Quality Manual.
5. Process: Set of interrelated or interacting activities which transforms inputs

(information, materials, etc.) into outputs (goods or service).
6. Product: The output (goods or service) generated by a process.
7. Quality: Degree to which a set of inherent characteristics fulfills

requirements.
8. Supplier: Any organization or person that provides a product or service to

The terms and definitions provided in ISO 9000:2000 also apply throughout this
quality manual.
SECTION 4
QUALITY MANAGEMENT SYSTEM
4.1 General Requirements B
4.2 Documentation Requirements B

• 4.2.1 General
• 4.2.2 Quality Manual
• 4.2.3 Control of Documents
• 4.2.4 Control of Quality Records
Section 4 of the Quality Manual addresses the requirements of clauses

4.1 (General Requirements) and 4.2 (Documentation Requirements) in
ISO 9001.
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Issue date: 01-01.2009 Page 1 of 2
SECTION 4.1
4.1 GENERAL REQUIREMENTS
a. Geodis Wilson Bangladesh Limited’ s quality management system has been established,
documented, implemented and maintained as a way to continually improve the performance
of the organization. The quality manual describes our quality policy and general company-
wide structure and procedures for maintaining the quality management system that meets the
Standard’s requirements.
b. Geodis Wilson Bangladesh Limited’ s quality management system is based upon a “process
approach” to quality management, demonstrated by the commitment to:
1. Identify the processes needed for the effective operation of quality

management system and their application throughout the
organization (see 1.2);
2. Determine the sequence and interaction of the quality management

system processes;
3. Determine the criteria and methods needed to ensure the effective

operation and control of these processes;
4. Ensure the availability of resources and information necessary to

support the operation and monitoring of these processes;
5. Monitor, measure and analyze these processes; and
6. Implement action necessary to achieve planned results and continual

improvement.
c. Geodis Wilson Bangladesh Limited manages these processes in accordance with the
requirements of ISO 9001. Applied together Figure 5.1 in Section 5.4, which shows the sequence
and interaction of our quality management system processes, Geodis Wilson Bangladesh Limited
embraces a process approach to management.
Geodis Wilson Bangladesh Limited. Written by:
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c. Geodis Wilson Bangladesh Limited does not have any outsourced processes at present. If in
future there is any outsourced processes that will affect product/service conformity with
requirements, adequate controls shall be maintained over all these processes. Methods for
control will be identified in documented procedures, where appropriate. Enough controls are
exercised over the service providers (carriers)/ subcontractors as per the quality system
procedure ‘Supplier selection and evaluation’ and ‘Purchasing information’.
CONTINUAL IMPROVEMENTOF THE
QUALITY MANAGEMENT SYSTEM
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q i O
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O
i Responsibility f E
M
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Resource o
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Management n
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INPUT Product OUTPUT

Realization Product
Fig 4.1-Model of the process approach

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Section 4.2
DOCUMENTATION REQUIREMENTS
4.2.1 General
a. Geodis Wilson Bangladesh Limited maintains a documented quality
management system as a means to ensure that products/services conform
to specify requirements. The following four levels of documentation are
utilized and maintained to meet the requirements of ISO 9001 and, where
it is necessary, to ensure adequate control.
Level 1: Quality Manual

The quality manual includes Geodis Wilson Bangladesh Limited’ s quality
policy, quality objectives and the general company-wide structure, scope
and methods for maintaining the quality management system, including
application of requirements (see Section 1.2). The quality manual
references the related quality management system procedures (quality
system procedures), which are followed to meet the specified policies and
approaches.
Level 2: Quality Management System Procedures

Documented procedures are used to specify who does what, when it is
performed, and what documentation is used to verify that the quality
activity was executed as required. These procedures shall be identified as
‘Quality System Procedure’.
Level 3: Work Instructions

Work instructions are used by Geodis Wilson Bangladesh Limited to
detail how particular tasks are to be performed where the absence of such
instructions would adversely affect quality.
Level 4: Records and “Forms”
Records are used by Geodis Wilson Bangladesh Limited to provide

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assurance and evidence that the required service quality was achieved,
and that the company’s quality management system has been
implemented correctly.
b. Geodis Wilson Bangladesh Limited’s quality management system

documentation includes documented procedures required by ISO 9001
along with documents required internally to ensure the effective planning,
operation and control of the processes. The range and degree of detail of
the documentation are dependent on organizational needs, the complexity
and interaction of processes documented, and the competence of
personnel performing the tasks.
4.2.2 Quality Manual
a. At Geodis Wilson Bangladesh Limited, the quality manual is the

cornerstone of our quality management system. In our quality manual, we
describe the scope of the quality management system (see Section 1.0)
and reference documented procedures necessary to meet the specified
polices and approaches utilized by Geodis Wilson Bangladesh Limited.
The interactions of the quality management system processes are depicted
in Figure 5.1, found in Section 5.4.2.
b. Our quality manual is a controlled document, which is reviewed and

approved by the Managing Director.
4.2.3 Control of Documents
a. Geodis Wilson Bangladesh Limited identifies and controls documents and

data in any media that relate to the requirements of ISO 9001. These
documents are established, documented, implemented and maintained
according to the Quality System Procedure 'Control of Documents’
(4.2.3-01-00). This procedure addresses the following issues:
1. Approval of documents for adequacy prior to issue.

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2. Review and revision of documents, including the processes for
re-approval and re-issuing of documents.
3. Identification of changes to and the current revision status of
documents.
4. Tracking and controlling distribution of applicable documents to
ensure that relevant versions are available at points of use.
5. Identification and/or destruction of obsolete documents to prevent
their unintended use.
b. Quality records are a special type of document and are controlled

at Geodis Wilson Bangladesh Limited according to section 4.2.4.
4.2.4 Control of Quality Records
a. Geodis Wilson Bangladesh Limited’s quality management system is

documented through the use of quality records. Records are valuable to
Geodis Wilson Bangladesh Limited in the following ways:
1. They provide evidence and assurance that the quality
requirements for the product/service were satisfied.
2. They show the degree of implementation and success of our
quality management system.
3. They provide a basis for measurement and feedback essential for
continual improvement.
b. Quality records at Geodis Wilson Bangladesh Limited are controlled
according to quality system procedure 'Control of Records' (4.2.4-01-00)
to ensure they remain legible, readily identifiable and retrievable. This
procedure defines the controls needed for the proper identification,
storage, protection, retrieval, retention time and disposition of quality
records.
c. Geodis Wilson Bangladesh Limited has the following policies regarding
quality records:
1. Records shall be clearly identified and traceable to the
product/service involved, or to the quality management system
activity they document.
2. Records shall be filed, indexed, and maintained in a manner that
provides for ready access or retrievability, and prevents loss,
damage, or deterioration.
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3. Retention times shall be defined for all quality records in Master

List of Quality Records.
4. Records shall be an accurate and truthful representation of

actual events, documented in a timely manner.
5. Records shall be made available for review by the customer (or the
customer’s representative) when specified in the contract.
SECTION 5
MANAGEMENT RESPONSIBILITY
5.1 Management Commitment B
5.2 Customer Focus B
5.3 Quality Policy B
5.4 Planning B
5.4.1 Quality Objectives
5.4.2 Quality Management System Planning
5.5 Responsibility, Authority and Communication B

5.5.1 Responsibility and Authority
5.5.2 Management Representative
5.5.3 Internal Communication
5.6 Management Review B

5.6.1 General
5.6.2 Review Input
5.6.3 Review Output
Section 5 of the Quality Manual addresses the requirements of clauses 5.1 (Management
Commitment), 5.2 (Customer Focus), 5.3 (Quality Policy), 5.4 (Planning), 5.5
(Responsibility, Authority and Communication), and 5.6 (Management Review) in ISO
9001.
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5.1 MANAGEMENT COMMITMENT
The commitment to the development and improvement of the QMS by Geodis

Wilson Bangladesh Limited's top management is reflected in our quality policy
and objectives.
a. Geodis Wilson Bangladesh Limited commitment to meeting customer

needs and statutory and regulatory requirements is clearly embodied in
company’s objectives for quality. The quality policy and objectives for
quality are displayed openly as a sign of our pride and commitment, and as
a clear reminder of our vision and direction. This information is also
presented to new employees in our orientation training, and is
continuously reinforced by management to ensure understanding and
commitment at appropriate levels within our company.
b. Geodis Wilson Bangladesh Limited’s top management is dedicated to the

development of quality policy and objectives as described in Section 5.3
(Quality Policy) and Section 5.4.1 (Quality Objectives).
c. Management Reviews are conducted according to Section 5.6

(Management Review).
d. Geodis Wilson Bangladesh Limited’s top management ensures the

necessary resources are available according to, in part, Section 5.4
(Planning), Section 5.6 (Management Review), and Section 6 (Resource
Management).
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5.2 CUSTOMER FOCUS
Top management at Geodis Wilson Bangladesh Limited ensure that customer needs and
expectations are determined, converted to requirements, and fulfilled according to the
following policies:
1. Determination of Requirements Related to the Product/Service: Section

7.2.1
2. Review of Requirements Related to the Product/Service: Section 7.2.2
3. Customer Satisfaction: Section 8.2.1
4. Monitoring and Measurement of Products: Section 8.2.4
Geodis Wilson Bangladesh Limited’s top management ensures, through Management

Reviews and communication with our employees, that customer satisfaction is a
continuous focus of our efforts.
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5.3 QUALITY POLICY
Geodis Wilson Bangladesh Limited’s quality policy and objectives for quality are
displayed openly as a sign of our pride and commitment and as a clear reminder of our
focus and direction. The quality policy statement for Geodis Wilson Bangladesh Limited
is as follows:
“Geodis Wilson Bangladesh Limited aims to exceed customers’ expectations in the

transfer of goods around the world.
We aim to deliver value to our customers by providing the most reliable and
efficient solutions in distribution and logistics.
Our mission is to install pride in our people and share responsibility of our world.
We will strive to continuously improve our services with ample motivation and
commitment of our top management in involving themselves in ISO 9001:2008 QMS
process. "
Because the success of our quality management system is essential for our
competitiveness, it is vital that the employees of Geodis Wilson Bangladesh Limited
understand and adhere to our Quality Policy.
Geodis Wilson Bangladesh Limited’s top management is committed to ensure that the
quality policy:
1. Is appropriate to the purpose of our organization.
2. Communicates our commitment to meeting requirements and to the continual
improvement of our quality management system.
3. Provides a focus for continual improvement through establishing, tracking,
reviewing and maintaining Geodis Wilson Bangladesh Limited’s quality
objectives.
4. Is presented to new employees in our orientation training, and is continuously
reinforced by management to ensure understanding and commitment throughout
our organization.
5. Is reviewed for continuing suitability during the Management Review Process.
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5.4 PLANNING
5.4.1 Quality Objectives
a. It is the responsibility of top management to ensure that quality objectives

are established at the relevant functions and levels within the organization
and that they are consistent with Geodis Wilson Bangladesh Limited’s
quality policy.
c. All quality objectives are measurable. The measurement of quality

objectives provides a consistent basis for the monitoring of continual
improvement. At present, the objectives for quality at Geodis Wilson
Bangladesh Limited are as follows:
By the end of December 2009 we aim to
1. Exceed customer expectation by bring customer complains down to 8 in the year 2009.
2. Create value for our share holders by growing 10 % net sales and 4 % EBIT in this year.
3. Maintain Zero deviation in Airfreight and Ocean freight operation in 2009.
4. Install pride and bring down 10 % voluntary turnover of staff in the year 2009.
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5.4.2 Quality Management System Planning
a. It is the responsibility of the Management Representative to ensure that

requirements provided in Section 4.1. Quality management system planning
assesses the following:
1. The processes needed for the quality management system.

2. The resources needed for the quality management system.
3. The quality objectives and other mechanisms for continual improvement.
4. Changes which may impact the quality management system.
b. Quality management system planning also ensures that the integrity of the quality
management system is maintained when changes to the quality management
system are planned and implemented.
c. Quality management system planning shows our commitment to the development,

correction, maintenance, and continual improvement of our quality management
system.
d. Geodis Wilson Bangladesh Limited embraces a process approach to management:

Fig. 4.1 depicts the Model of a Process-Based Quality Management System
(Section 4.1). The SOP/Flow Chart further describes the sequence and instruction
of the various documented processes used in production (Freight Forwarding
Operation)
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5.5 RESPONSIBILITY, AUTHORITY AND COMMUNICATION
5.5.1 Responsibility and Authority
a. The organizational structure shown in Figure 5.2 illustrates the

responsibilities, authorities and the interrelation of personnel who manage,
perform, and verify work affecting the quality of products at Geodis
Wilson Bangladesh Limited
b. The Directors and General Managers are responsible for ensuring that
Geodis Wilson Bangladesh Limited’s quality policies are being carried out
on a daily basis. Section managers may delegate the authority for
implementation of the quality functions within their sections, but shall
retain the responsibility for its function. It is our policy that such
delegation be formally defined and documented.
The responsibility chart shown in Figure 5.3 summarizes the primary and
contributing responsibilities of management personnel for the key
elements of the quality management system.
Quality is the responsibility of each Geodis Wilson Bangladesh Limited

employee. Their responsibilities for activities affecting quality are
specified further and explicitly in Geodis Wilson Bangladesh Limited’s
Quality Manual, Procedures, and Work Instructions/Instructions, Action
Plan.
c. In addition to the above, job descriptions detailing the duties and

responsibilities and required skills for all positions have been prepared and
communicated to all concerned.
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ORGANOGRAM ENCLOSE IN ANNEXER -1
Figure 5.2 Organization Chart of Geodis Wilson Bangladesh Limited

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5.5.2 Management Representative
The Managing Director has the authority and responsibility for ensuring that the quality
management system is effectively established, implemented and maintained at Geodis
Wilson Bangladesh Limited in accordance with ISO 9001 and monitor the performance
of the quality management system, including necessary improvements, at the time of the
Management Review. The Managing Director is also responsible for promoting an
awareness of our customer’s requirements at Geodis Wilson Bangladesh Limited through
the use of the tools identified in Section 5.5.3.
5.5.3 Internal Communication
Employees at Geodis Wilson Bangladesh Limited have sufficient authority and the
organizational freedom to identify, document, and communicate any issues related to the
processes of the quality management system and their effectiveness. The organizational
chart, Figure 5.2, and the responsibility chart, Figure 5.3, are used to communicate
concerns to the appropriate parties. Geodis Wilson Bangladesh Limited's top management
ensures that communication regarding the effectiveness of the quality management
system is facilitated throughout the organization through the use of the following:
• Meetings
• One-on-one Coaching
• E-mail
• One-on-one Encouragement
• Memos
• Training
• Bulletin/Circulation Boards
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5.6 MANAGEMENT REVIEW
5.6.1 General
Top management conducts a review of the quality management system a

minimum interval of 6 months according to the Quality system Procedure
'Management Review' (5.6.0-01-00). The review is a documented activity with
the purpose to:
• assess the suitability, adequacy, and effectiveness of the quality

management system in achieving the quality policy and quality objectives,
in meeting customer needs, and in satisfying the requirements of ISO
9001, and
• evaluate the need for changes to the quality management system,

including the quality policy and quality objectives, to improve
effectiveness and to better meet the needs and expectations of our
customers.
5.6.2 Review Input
Inputs to the Management Review process include, but are not limited to, current
performance data and potential improvement opportunities related to:
1. Audit results;
2. Customer feedback (including customer satisfaction measurement data

and customer complaints);
3. Process performance service conformity;
4. Status of corrective and preventive actions;
5. Follow-up actions from previous management reviews; and
6. Recommendations for improvement.

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5.6.3 Review Output
a. The Management Representative creates written meeting minutes summarizing

the Management Review activities, the conclusions reached and action items
identified. These minutes are used to guide and improve the quality management
system by documenting:
1. Actions taken required to continually improve the effectiveness of the

quality management system and related processes.
2. Actions taken to continually improve our services to maintain a high level

of customer satisfaction and consistently meet customer requirements.
3. Additional resources necessary for the effective operation of our quality

management system, including human resource, infrastructure and other
needs.
4. Changes to Geodis Wilson Bangladesh Limited’s quality objectives.
b. The minutes of management review serve as quality records for Geodis Wilson
Bangladesh Limited’s QMS and are filed and maintained as per the quality system
procedure 'Control of Records' (4.2.4-01-00).
SECTION 6
RESOURCE MANAGEMENT
SECTION / CLAUSE TITLE ISSUE
6.1 Provision of Resources A
6.2 Human Resources A

• 6.2.1 General
• 6.2.2 Competence, Awareness and Training
6.3 Infrastructure A
6.4 Work Environment A
Section 6 of the Quality Manual addresses the requirements of clauses 6.1 (Provision of
Resources), 6.2 (Human Resources), 6.3 (Infrastructure), and 6.4 (Work Environment) in
ISO9001.
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6.1 PROVISION OF RESOURCES
The resource requirements for the implementation, management, and continual

improvement of our quality management system and activities necessary to enhance
customer satisfaction are explicitly defined in our procedures, work instructions, and the
following sections of our quality manual:
1. Planning — Section 5.4
2. Management Review — Section 5.6
3. Planning of Product Realization — Section 7.1

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6.2 HUMAN RESOURCES
6.2.1 General
Employees involved in the management, performance, and/or verification of work

affecting quality are qualified on the basis of education, training, skills and/or
experience.
6.2.2 Competency, Awareness and Training
a. It is the policy of Geodis Wilson Bangladesh Limited to identify the

training needs and provide for the training of personnel performing
activities affecting quality. Specifically, Training Needs Assessment,
Evaluation of Training Effectiveness, Core Competency Requirements
addresses the following issues:
1. Identification and assessment of competency needs.
2. The training and/or qualification of people who perform tasks

affecting quality, including mechanisms for delivery of training.
3. Assessment of training effectiveness.
4. Assessment of quality awareness, to ensure that employees are

aware of the relevance and importance of their activities and how
they contribute to the achievement of the quality objectives.
b. Managing Director is responsible for ensuring that the employees at Geodis
Wilson Bangladesh Limited receive, and/or have, the proper competency,
awareness, and training.
c. General Managers/ Sectional Heads have the responsibility in assessing training

needs, providing on-the-job reinforcement of skills, and evaluating the
effectiveness of training given for the personnel they directly manage.
Quality system procedure ‘Training’ (6.2.2-01-00)

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6.3 INFRASTRUCTURE
a. To ensure that our infrastructure is suitable to create conforming product/services,

critical infrastructure elements are identified and maintained. Managing Director
and General Managers are periodically assessing the infrastructure to ensure that
the conformity of product/service can be achieved. Each infrastructure assessment
determines the following:
1. Infrastructure needed to achieve product/service conformity, including

building, workspace and associated utilities, equipment, hardware, and
supporting services.
2. Development and implementation of maintenance methods to

ensure that the infrastructure continues to meet the organization’s needs.
3. Necessary infrastructure improvements.
b. The Managing Director is ultimately responsible to ensure the essential

infrastructure is made available at Geodis Wilson Bangladesh Limited
c. Infrastructure requirements are also identified and reviewed during the

Management Review process.
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6.4 WORK ENVIRONMENT
a. Top management of Geodis Wilson Bangladesh Limited always tries to ensure

that the work environment has a positive influence on motivation, satisfaction and
performance of people in order to enhance the performance of the organization. It
is the responsibility of Managing Director to identify and manage both the human
and physical factors of the work environment that are necessary to achieve
conforming products/services. At Geodis Wilson Bangladesh Limited such factors
include, but are not limited to:
• Creative work methods and opportunities for greater involvement to

realize the potential of people in the organization.
• Safety and ergonomics
• Workplace location
• Social interaction
• Facilities for the people in the organization
• Heat, humidity, light, airflow and
 Hygiene, cleanliness, noise, etc.
b. Reviews of work environment conditions address the following issues:
1. Assessment of current working environment conditions to determine if the

work environment is suitable to achieve conforming product/service.
2. Implementation of work environment improvements needed to achieve

conforming product/service.
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3. Continual assessment of work environment to ensure that adequate human

and physical factors are maintained.
c. The Managing Director is ultimately responsible to ensure that the appropriate

resources needed for any necessary work environment improvements are made
available at Geodis Wilson Bangladesh Limited
d. Work environment requirements are also identified and reviewed during the
Management Review process.
SECTION 7
PRODUCT REALIZATION
SECTION /CLAUSE TITLE REVISION
7.1 Planning of Product Realization B
7.2 Customer-related Processes B

•7.2.1 Determination of Requirements Related to the Product
•7.2.2 Review of Requirements Related to the Product
•7.2.3 Customer Communication
7.3 Design and Development B
7.4 Purchasing B
•7.4.1 Purchasing Process
•7.4.2 Purchasing Information
•7.4.3 Verification of Purchased Product
7.5 Production and Service Provision B

•7.5.1 Control of Production and Service Provision
•7.5.2 Validation of Processes for Production and Service
Provision
•7.5.3 Identification and Traceability
•7.5.4 Customer Property
•7.5.5 Preservation of Product
7.6 Control of Monitoring and Measuring Devices B
Section 7 of the Quality Manual addresses the requirements of clauses 7.1 (Planning of Product
Realization), 7.2 (Customer-Related Processes), 7.3 (Design and Development),
7.4(Purchasing), 7.5 (Production and Service Provision), and 7.6 (Control of Monitoring and
Measuring Devices) in ISO 9001.
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7.1 PLANNING OF PRODUCT REALIZATION
a. Managing Director and General Managers shall plan and develop processes needed for
product realization. Planning of Product Realization is consistent with the requirements
of the other processes of the quality management system. This procedure addresses the
following:
1. Definition, monitoring and updating of quality objectives and requirements for

products (freight forwarding operation).
2. Determination and provision of the necessary processes, documents, resources,

infrastructure, and work environment necessary to produce conforming service.
3. Identification of the appropriate verification, validation, monitoring and test

activities, and the criteria for the determination of acceptable service.
4. Identification of the records needed to provide evidence that the processes and
resulting service conform to customer requirements.
b. Documentation resulting from the product/service quality planning process are provided
in a form suitable for the organization’s method of operations.
c. The goal of the product/service quality planning process at Geodis Wilson Bangladesh
Limited is to ensure that the integrity of the quality management system is upheld, that
customer requirements are achieved, and that continual improvement occurs.
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7.2 CUSTOMER RELATED PROCESSES
7.2.1 Determination of Requirements Related to the Service
a. The GM of concerned section has the primary responsibility for ensuring

that the following customer requirements are identified and incorporated
into the processes of the quality management system:
• Specified customer requirements, including requirements for

availability, delivery, and support (post-delivery activities);
• Product requirements not specified by the customer but necessary

for specified use or known and intended use;
• Applicable statutory and regulatory requirements; and
• Any additional obligations related to the product.
7.2.2 Review of Requirements Related to the Product
a. Reviews of requirements related to the product are conducted, documented and

coordinated with the customer according to Quality system Procedure ‘Customer
Related Processes’ (7.2.0-01-00).
b. GM of concerned section has the primary responsibility for coordinating reviews

of queries for products/services prior to their issuance or acceptance, and
assigning responsibilities for their execution. Each offer, contract or order is
reviewed prior to the commitment to supply a product/service to the customer to
ensure:
1. Product/service requirements are adequately defined,
2. Any requirements differing from those previously expressed are resolved,

and
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3. Geodis Wilson Bangladesh Limited has the capability to meet the defined
requirements. Information reviewed includes both the identified customer
requirements together with additional requirements determined by Geodis
c. Geodis Wilson Bangladesh Limited does not accept any contract or order for
which it cannot satisfy the above criteria.
d. The results of reviews, pertinent related correspondence, and subsequent follow-

up actions are documented by the company and maintained (hard copy) in the
respective customer file.
e. Customer requirements are confirmed before acceptance in situations where the

customer provides no documented statement of requirements.
f. The GM of concerned section is responsible for coordinating, noticing, and

documenting order/contract amendments with the customer and the affected
departments to ensure that relevant documents are amended and that relevant
personnel are made aware of the changed requirements.
7.2.3 Customer Communication
GM of concerned section is responsible for ensuring that communication with the

customers of Geodis Wilson Bangladesh Limited is established and effectively
maintained. At Geodis Wilson Bangladesh Limited customer communication includes the
following:
1. Product/service Information
2. Inquiries, Contract / Order Handling, and Amendments
2. Customer Feedback including complaints.

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7.3 DESIGN AND DEVELOPMENT
The requirements of this clause are not applicable to the activities undertaken by Geodis
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7.4 PURCHASING
7.4.1 Purchasing Process
a. GM of concerned section is responsible for ensuring that purchasing

processes are controlled such that purchased products/services and
subcontracted services (if any) which affect product quality conform to
specified requirements. These control activities are conducted according to
Supplier Selection as described below.
b. GMs, Managers, Executives and Officers are responsible for the following
activities:
1. Defining guidelines to govern the type and extent of control to be

exercised over suppliers in ensuring that the purchasing control
policy is consistently met. The level of control exerted depends on
a variety of factors, including the type of purchased product or
service, its impact on the quality of Geodis Wilson Bangladesh
Limited final products/services provided to customers, and the
availability of quality records demonstrating the supplier’s
capability. Ref: Quality system procedure –‘Supplier Selection
and Evaluation (7.4.1-01-00), ‘Purchasing Information’ (7.4.2-
01-00).
2. Establishing criteria for selection, evaluation and re-evaluation of

suppliers.
3. Establishing an Approved Supplier List (ASL) on the basis of these

defined criteria related to a supplier’s ability to meet Geodis
Wilson Bangladesh Limited’s requirements for quality, cost, and
delivery.
4. Maintaining the ASL based upon supplier performance and

reviews of supplier capability versus Geodis Wilson Bangladesh
Limited’s requirements.
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5. Conducting supplier evaluations/assessments and maintaining

records of suppliers’ capability, performance, and subsequent
follow-up actions.
7.4.2 Purchasing Information
a. The General Managers are responsible for ensuring that purchase documents
(B.F/P.O. /W.O., requisitions, etc.) are reviewed and approved for adequacy of
specified requirements prior to release/issue.
b. The General Managers or concerned personnel are responsible for ensuring that
purchasing documents contain data clearly describing the products/services
ordered.
7.4.3 Verification of Purchased Product
a. General Manager have the responsibility for ensuring that incoming

product/service is not used or processed until it has been verified as conforming to
specified requirements.
b. General Manager are responsible for ensuring that verification arrangements and
the methods for product/service release are clearly defined in the purchasing
documents in situations where verification is to be performed at the supplier’s
premises by the company (Geodis Wilson Bangladesh Limited) or its customers
(shipper).
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7.5 PRODUCTION AND SERVICE PROVISION
7.5.1 Control of Production and Service Provision
The Managing Director and General Managers are responsible for ensuring that
these processes are identified, planned and executed under controlled conditions.
Controlled conditions are defined to include the following requirements:
1. Availability of information describing product characteristics - identified

in Section 7.2.2 (Review of Requirements Related to the Product).
2. Availability of the necessary work instructions.
3. Implementation of monitoring and measurement activities-

described in Section 8.2 (Monitoring and Measurement).
4. Implementation of release, delivery and post delivery activities.
Ref: Quality system procedures: ‘Freight forwarding operation (7.5.1-01-00);
7.5.2 Validation of Processes for Production and Service Provision
a. There is not any special process at Geodis Wilson Bangladesh Limited

which can’t be verified by subsequent monitoring or measurement.
7.5.3 Identification and Traceability
During service realization, status of the customer supplied cargo (goods/cartons)

can be traced by the tracking software of the Geodis Wilson Bangladesh Limited.
These are the website of Geodis Wilson Bangladesh Limited. Additionally, unique
HAWB No. (air shipment) and HBL No. (Ocean shipment) will help track the
service status.
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7.5.4 Customer Property
a. All customer supplied cargo are 100% Customer Property The Manager (Air port and
Ocean port) have the primary responsibility for ensuring that TNT exercises care with
customer property and that the property is identified, verified against specified
requirements, protected, and safeguarded until required for use or incorporated into
our products/services according to, in part, Clause 7.5.3 (Identification and
Traceability), Clause 7.5.5 (Preservation of product).
b. Mishandling of Customer Property
Mishandling of customer property in our custody: If customer property is found to

be mishandled (torn/broken/wet or lost) then the depot(airport or sea port) in-charge
will inform respective department heads by e-mail or over phone about the
mishandling. Concern head will take up the matter with the client and reach an
agreement of how to go forward(insurance claim/replacement by the
customer/repacking or as the case may be.
Mishandling of customer property in carriers custody: If carriers do the
mishandling ,this will be detected at the destination by the destination offices .Claims
with the carriers will be lodged with adequate proof. The concerned HOD in
consultation with the destination offices will do this.
7.5.5 Preservation of Product
a. The Manager (Air port and Ocean port) are responsible for handling of cargo in
the respective port. Port Assistants are responsible proper handling, storage and
preservation of protective clothes, safety shoes, etc. The above personnel are also
responsible for establishing, documenting, and maintaining methods appropriate
to preserve conformity of service during internal processing and
delivery/handover.
Handling: This is the policy of Geodis Wilson Bangladesh Limited to use methods and
means appropriate for the handling and transporting of customer supplied cargo in a
manner that prevents damage or deterioration of product.
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Storage: Geodis Wilson Bangladesh Limited maintains facilities and designated areas
(ware house) for temporarily store of customer supplied cargo in a manner that prevents
product deterioration. Methods and means appropriate for ensuring proper receipt of
material, storage and proper dispatch to and from the pertinent areas are required and
used.
Protection: customer supplied cargo are protected during internal processing and hand
over to maintain product quality and efficacy when the product is under the company’s
control.
Packaging: There is no packaging activities as such in Geodis Wilson Bangladesh

Limited.
Ref: Quality system Procedure ‘Preservation of Product’ (7.5.5-01-00)

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7.6 CONTROL OF MONITORING AND MEASURING DEVICES
The requirements of this clause are not applicable to the activities undertaken by Geodis
SECTION 8
MEASUREMENT, ANALYSIS & IMPROVEMENT
SECTION/CLAUSE TITLE ISSUE
8.1 General A
8.2 Monitoring and Measurement A

8.2.1 Customer Satisfaction
8.2.2 Internal Audit
8.2.3 Monitoring and Measurement of Processes
8.2.4 Monitoring and Measurement of Product
8.3 Control of Nonconforming Product Analysis

of Data A
8.4 Analysis of Data A
8.5 Improvement A
8.5.1 Continual Improvement
8.5.2 Corrective Action
8.5.3 Preventive Action
Section 8 of the QMS Manual addresses the requirements of clauses 8.1 (General), & 2
(Monitoring and Measurement), 8.3 (Control of Nonconforming Product), 8.4 (Analysis of
Data), and 8.5(improvement) in ISO 9001.
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8.1 GENERAL
a. The Managing Director is responsible for ensuring that each section GM/ Manager at
Geodis Wilson Bangladesh Limited defines, plans and implements monitoring,
measurement and analysis activities that are necessary to assure conformity of the
product and the quality management system and to achieve improvement. As part of that,
Geodis Wilson Bangladesh Limited ensures that:
1. Monitoring and measurement activities on processes affecting quality are defined,

planned and implemented.
2. The need for statistical analysis and/or any other applicable methods is identified
and the extent of their use is determined.
3. Measurement, analysis, and improvement systems are reviewed during the

Management Review process (see Section 5.6) to promote continual
Improvement.
b. To effectively assess the performance of our processes, statistical analyses are done.
Statistics used at Geodis Wilson Bangladesh Limited may be for the following purposes:
1. To quantify and display the current levels of quality.
2. To verify process capability and product characteristics.
3. To identify where to focus quality improvement resources and efforts.
4. To show the effectiveness of past efforts.

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8.2 MONITORING AND MEASUREMENT
8.2.1 Customer Satisfaction
a. GM sales is responsible for ensuring that customer communication is

maintained and that customer satisfaction data is collected, analyzed and
used according to the Quality system Procedure ‘Customer
Satisfaction’ (8.2.1-01-00). At Geodis Wilson Bangladesh Limited the
following methodologies are used for monitoring and measuring customer
satisfaction:
• Customer Requirements
• Customer Complaints
• Surveys
•Trend Analysis
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8.2.2 Internal Audit
a. Geodis Wilson Bangladesh Limited plans and conducts internal audits at

planned intervals according to Quality system Procedure ‘Internal
Audits’ (8.2.2-01-00) for the following purposes:
1. To verify whether quality activities and related results

comply with planned arrangements, ISO 9001 and quality
management system requirements established by Geodis
2. To determine the overall effectiveness of the quality

management system as implemented and maintained.
b. The Management Representative prepares a yearly rolling program of

audit identifying each process of the quality management system to be
audited with their frequency. The frequency at which an individual
element or process is audited is based upon the importance and status of
the element or process.
c. The Management Representative is also responsible for organizing and

coordinating the internal audit to ensure that the audit criteria, scope,
frequency and methods are defined, and that the following requirements
of the Internal Audits are met:
1. Audit responsibilities
2. Requirements for planning and conducting the audit
3. Auditor independence
4. Recording of audit results

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Section 8.2 Issue: A
5. Communication of audit results to management
d. In the case of noncompliances or weaknesses (in either the quality

management system and procedures, or the performance and adherence to
those systems and procedures), the Management Representative initiates
Corrective Action and/or Preventive Action.
f. Records documenting the audit process and results are maintained

according to Control of Record.
8.2.3 Monitoring and Measurement of Processes
a. Monitoring and, where applicable, measurement activities are performed on the

quality management system processes necessary to meet customer requirements
and track quality objectives and to additional processes where the potential
benefit is identified. The responsibility to identify and apply suitable methods for
monitoring and measurement of processes is assumed by Section GM/Managers
in consultation with the Managing Director.
b. Monitoring and measurement of processes demonstrate the ability of the

processes to achieve planned results. When planned results are not achieved,
action is taken to correct the immediate problem and, where appropriate,
Corrective Action is initiated to eliminate the root cause of the problem and
ensure conformity of product.
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8.2.4 Monitoring and Measurement of Product
a. Geodis Wilson Bangladesh Limited establishes and maintains documented

procedures (Quality system procedure 8.2.4-00-00) and instructions which define
the required monitoring and measurement activities and related records used to
verify that service characteristics and requirements are met prior to
service/product delivery, processing, or use. The following outlines where
specific monitoring and measurement activities take place and how they are used
to verify product conformance.
b. The company shall monitor and measure the characteristics and quality of the
carriers before departure/sending to destination to assure that the destination’s/
customer’s requirements have been met. This shall be carried out at appropriate
stages of product realization process in accordance with the planned
arrangements that have been elaborated in quality system procedures under
clause ‘7.5.1’.
c. all formalities and documentation requirements shall be completed before

delivering the services to the customers.
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8.3 CONTROL OF NONCONFORMING PRODUCT
a. The company shall ensure that product which does not conform to product requirements
is identified and controlled to prevent its unintended use or delivery. The controls and
related responsibilities and authorities for dealing with non-conforming product shall be
defined in a documented procedure.
b. The company shall deal with non-conforming product by one or more of the following ways:
1. by taking action to eliminate the detected non-conformity;
2.by authorizing its us, release or acceptance under concession by a relevant authority and,
where applicable, by the customer;
3. by taking action to preclude its original intended use or application.
c. Records of the nature of non-conformities and any subsequent actions taken, including
concessions obtained, shall be maintained.
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8.4 ANALYSIS OF DATA
a. Each sectional Manager is responsible for ensuring that collection and analysis of
data occur in their specific department. The data collected determines, in part, the
suitability and effectiveness of the quality management system and identifies
areas for improvement.
b. Input data for this analysis includes, but is not limited to, data collected from the
following processes:
1. Section 5.4.1- Quality Objectives
2. Section 7.4.1- Purchasing Process (Supplier Performance)
3. Section 8.2.1 - Customer Satisfaction
4. Section 8.2.2 - Internal Audit
5. Section 8.2.3 - Monitoring and Measurement of Processes
6. Section 8.2.2 – Monitoring and measurement of product
7. Section 8.3 - Control of Nonconforming Product
8. Section 8.5.2 – Corrective Action
9. Section 8.5.3 – Preventive Action
c. Data is collected and analyzed to provide information related to:
1. Customer satisfaction.
2. Conformance to product/service requirements.
3. Capability and performance characteristics of processes and products

through the use of trend analyses and statistical techniques, including
opportunities for preventive action.
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4. Supplier performance, including capability, on-time delivery, conformance to

specified requirements and cost.
Ref: Quality system Procedure - ‘Analysis of Data’ (8.4.0-01-00)

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8.5 IMPROVEMENT
8.5.1 Continual Improvement
a. It is the overall responsibility of top management at Geodis Wilson

Bangladesh Limited to continually improve the effectiveness of the quality
management system. Each employee is responsible for the continual
improvement of the quality management system in his or her respective
areas. Effectiveness of continual improvement activity is assessed during
the Management Review Process.
b. Continual improvement of the quality management system at Geodis

Wilson Bangladesh Limited is facilitated through the use of:
1. Quality policy - Section 5.3
2. Quality objectives - Section 5.4.1 and Section 7.1
3. Audit Results - Section 8.2.2
4. Analysis of Data - Section 8.4
5. Corrective Action - Section 8.5.2
6. Preventive Action - Section 8.5.3
7. Management Review - Section 5.6

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8.5.2 Corrective Action
a. Corrective action at Geodis Wilson Bangladesh Limited is directed at revising the

company’s quality management system, policies, procedures, and instructions in
order to eliminate the root cause(s) of quality problems and nonconformities and
prevent their recurrence.
b. Corrective actions taken are appropriate to the effects of the nonconformities
encountered.
c. Geodis Wilson Bangladesh Limited’s Corrective Action is used in the following
situations:
1. To resolve nonconformities found during either internal, external

(customer), or third party audits;
2. To revise the quality systems, work processes, quality procedures, or work

instructions to eliminate the cause of a poor quality product or service,
customer complaint, or internal quality failure; and
3. To resolve quality system problems found during the Management Review

Process.
d. Corrective Action defines requirements for:
1. Identifying and reviewing nonconformities (including customer

complaints);
2. Determining the cause of the nonconformity;
3. Evaluating the need for actions to ensure that the nonconformity does not
recur;
4. Determining and implementing the corrective action needed;
5. Recording the results of corrective action taken; and

6. Reviewing the implementation and effectiveness of corrective actions
taken.
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8.5.3 Preventive Action
a. Preventive action is directed at improving Geodis Wilson Bangladesh Limited

quality systems, procedures, and policies. Preventive Action is used in the
following situations:
1. To expose potential nonconformities found during either internal, external

(customer), or third party audits, or;
2. To revise the quality systems, work processes, quality procedures, or work
instructions to improve the quality of a product or service, or present a
potential problem.
b. Preventive actions taken are appropriate to the effects of the potential problems
encountered.
c. Geodis Wilson Bangladesh Limited Preventive Action defines requirements

for:
1. Identifying potential nonconformities and their cause(s);
2. Evaluating the need for action to prevent occurrence of

nonconformities;
3. Determining and ensuring the implementation of preventive action

needed;
4. Recording the results of action taken; and
5. Reviewing the implementation and effectiveness of preventive

action taken.
d. The responsibility for undertaking the preventive action lies with the manager
who is responsible for the related quality management system element and/or
procedure. MR shall coordinate all preventive actions.
e. Records of preventive actions taken are maintained according to Control of Records

and utilized in the Management Review process (see Section 5.6).
Ref.: Quality system Procedure ‘Corrective & Preventive Action’ (8.5.0-01-00)

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Geodis Wilson Bangladesh Limited

QUALITY MANUAL INDEX

Section/clause Title Issue

0.1 Distribution list B

0.2 Change History B

2.0 Normative Reference B

3.0 Terms & Definitions B

4.1 General Requirements B

5.1 Management Commitment B

5.2 Customer Focus B

5.3 Quality Policy B

5.5 Responsibility, Authority and Communication B

5.6 Management Review B

QUALITY MANUAL INDEX

Section/clause Title Issue

6.1 Provision of Resources B

6.2 Human Resources B

6.4 Work Environment B

7.1 Planning of Product Realization B

7.2 Customer related processes

7.3 Design and Development B

7.5 Production and Service Provision B

7.6 Control of Monitoring and Measuring Devices B

QUALITY MANUAL INDEX

Section/clause Title Issue

8.3 Control of Nonconforming Product B

8.4 Analysis of Data B

Geodis Wilson Bangladesh Limited Written by:

Copy no. Copy holder

Geodis Wilson Bangladesh Limited Written by:

Quality Manual Approved by:

Geodis Wilson Bangladesh Limited Written by:

Geodis Wilson Bangladesh Limited is a Global Freight Forwarding Company with

The quality management system implemented at Geodis Wilson Bangladesh Limited

 Bangladesh Bank’s Foreign Exchange Regulation requiring International Freight

2.0 Normative Reference B

At Geodis Wilson Bangladesh Limited, the following documents are used as

• ISO 9000:2000, Quality Management Systems - Fundamentals and

• ISO 9004:2000, Quality Management Systems Guidelines for Performance

• ISO 10005:1995, Quality Management Guidelines for Quality Plans

• ISO 10006:1997, Quality Management Guidelines to Quality in Project

• ISO 10007:1995, Quality Management - Guidelines for Configuration

• ISO 10011-1:1990, Guidelines for Auditing Quality Systems — Part 1:

• ISO 10011-2:1991, Guidelines for Auditing Quality Systems Part 2: —

Qualification Criteria for Quality Systems Auditors

• ISO 10011-3:1991, Guidelines for Auditing Quality Systems — Part 3.

TERMS AND DEFINITIONS

SECTION/ CLAUSE TITLE ISSUE

3.0 Terms and Definitions B

TERMS AND DEFINITIONS

1. Customer: Any organization or person that receives a product or service

2. Customer Satisfaction: Customer’s perception of the degree to which

3. Nonconformity: Situation where a requirement was not fulfilled.

4. Organization: Refers to Geodis Wilson Bangladesh Limited throughout this

5. Process: Set of interrelated or interacting activities which transforms inputs

6. Product: The output (goods or service) generated by a process.

7. Quality: Degree to which a set of inherent characteristics fulfills

8. Supplier: Any organization or person that provides a product or service to

QUALITY MANAGEMENT SYSTEM

SECTION/ CLAUSE TITLE ISSUE

4.1 General Requirements B

4.2 Documentation Requirements B

Section 4 of the Quality Manual addresses the requirements of clauses