NATA DAIRY MANUFACTURING

Standard operating procedures

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COMPANY PROFILE
Nata dairy manufacturing is private limited company located in Addis Ababa, the capital
city of Ethiopia on the way of legetafo. It was established in2016. The company is engaged
in processing of flavor yoghurt, butter, and cheese. The factory owns machineries are batch
pasteurizer, cooler, cream separator, packaging machine, butter churner, strainer, and
butter molder. All filling and packaging are automatic. The customers of the company are
hotels, super markets, shops and the general public.

Standard Operating Procedures

Definition

A Standard Operating Procedure (SOP) is an "established or prescribed method to be

followed routinely for the performance of designate operations or in designates situations."
SOPs may be thought of as one task that is performed in the production process.

1. Yogurt Production
This page describes the production of yogurt and includes the legal Yogurt
Definitions, Ingredients, Bacterial Cultures, and General Manufacturing Procedure.

Yogurt Definitions

Yogurt is a fermented milk product that contains the characteristic bacterial

cultures Lactobacillus bulgaricus and Streptococcus thermophilus. All yogurts must contain
at least 8.25% solids not fat. Full fat yogurt must contain not less than 3.25% milk fat, low
fat yogurt not more than 2% milk fat, and nonfat yogurt less than 0.5% milk. The full legal
definitions for yogurt, low fat yogurt and nonfat yogurt are specified in the Standards of
Identity listed in the Ethiopian standard agency.

2. Butter
Butter is a semi-solid mass which contains approximately 80-85 per cent milk-fat and 15-20 per
cent water. It is yellow/white in color, with a bland flavor and a slightly salty taste.

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 Process description for butter production

Process steps descriptions

Receiving at3-5oc Pasteurized cream is received at3-5oc temperature and stayed in batch
pasteurizer tank
Lab testing Fat and acid contents are tested by taking a sampled from received cream.
reprocessing If the cream does not fulfill the requirements, addition of cream and reprocessing
continue until it meet the requirements.
pumping If the test result shows the cream meet the requirements, it is pumped from
batch pasteurizer tank to the churner.
churning After the requirement amount of cream enter into churning machine, churning
process is under taken for 1-1 1/2hrs and then the butter milk is removed and
the butter remain in the churner.
Butter collection The butter is transferred by trolley to the washing and cleaning process washing
takes place by steam, soda and water.
Maturation The butter is manually moved by trolley to the deep freezer for storage at a
temperature of -18o and stayed for 24 hrs for ripening where the butter gets
good flavor, odor, and taste.
molding The butter which was stored in the deep freezer is transported to butter packing
room by trolley. The butter is then shaped and cut 200gm or 1kg as required
using washed and sterilized molding machine.
Receiving packaging In the case of plastic film or aluminum foil the supplier provides certificate of
materials assurance that the packaging materials are sterilized and free from pathogenic
microorganisms. QC verifies the packaging of plastic films and aluminum foil and
the certificate during receiving from the supplier. Packaging materials are
transported by human labor from the warehouse and transferred to the
packaging room.
packaging The butter is packed in plastic film or aluminum foil and kept in plastic crates.
Store in cold room at To maintain quality, shelf life and harden the product the butter is stored in deep
-18oc freezer at a temperature of -18oc.
Loading to The butter from the cold storage room is loaded into the insulated van while in
transportation plastic crates and distributed to the customers.
vehicle and
distribution

Churning

Churning disrupts the emulsion of fat and water and as a result the milk-fat separates out into
granules. This process takes place in a butter churn.

Churning cream

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 Churning is continued until fat granules are present and at this stage the mixture is drained to
remove liquid that has separated from the granules. This liquid is known as buttermilk and can be
used as either a beverage or as an ingredient in animal feed.

Washing

Clean water equivalent in weight to the buttermilk is added to the churn in order to wash the butter
granules. The wash water is drained away. Churning is continued for a short time to compact the
butter, and once this has been achieved it is removed from the churn.

Forming and packaging

Butter is kneaded to achieve a smooth and pliable texture. This can be done using simple
hand-tools such as butter pats. Alternatively for higher production rates a specially-
designed kneader can be used. Once the butter has a uniform and smooth texture it is
formed into blocks with butter pats and packed in either greaseproof paper or foil
wrappers. Procedures

No Flow Description
1 Raw milk Raw milk collection from association and individual supplier brought their
receiving products by containers such as plastic Jeri cans and stainless steel containers. The
milk collected from the suppliers is transferred to plastic roto and immediately
transported to the factory for processing.
2 Primary filtration During receiving of raw milk at collection sites, the milk is filtered with filtration
cloth and transferred to plastic jerry cans.
3 Laboratory Up on the arrival of raw milk to the factory, laboratory technicians mix each
testing containers of the received milk using plunger mixer and conduct alcoholic test. if
the milk passes alcoholic test, subsequent tests such as fat, protein ,PH and
lactose and water content are conducted by drawing representative samples. If the
received milk does not pass alcoholic test, it is transferred to cheese making room
to be used an input for cottage cheese production.
4 Secondary At this point filtration conducted to remove any physical materials which
filtration may have passed the primary filtration processes.
5 Chilling to 3-5oc To prevent the grow of microorganisms in filtered milk it is chilled at the
chilling center at 3-5oc
6 Temporary raw Until pasteurization takes place, the chilled milk stored in double jacket

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 milk storage tank temporary storage stainless steel tanker by maintaining the temperature (3-5oc)
7 Pump to balance Before directly transfer to the pasteurizer, the chilled milk passes step by step
tank through balance tank which is part of the pasteurization process and the reaches
to the boiling tank.
8 Heating to 40-45oc To create favorable condition for separation of fat, the milk which passes through
balance tank is heated to 40-45oc.
9 Standardization Fat separation is conducted on heated milk by maintaining the specified
requirement fat content x% by cream separators and also at this process the cream
separator remove the remaining impurity by itself through pipe which makes
ready for the next production step
10 Heat to 60-65oc To facilitate effective homogenization the milk is heated to 6-65oc
11 Homogenizing The milk which is heated to 60-65oc is milled to homogenize the particle in it.
12 Pasteurization Homogenized milk is pasteurized by boiled up to 72-76 oc for 15sec to kill
at72- 76 oc for 15 vegetative pathogenic microorganism.
sec
13 Cooling to 4-5oc; Pasteurized milk is chilled to 4-5oc in refrigerators in order to suppress
further microorganisms growth.
14 Standard Before packing of the pasteurized milk that has been chilled to 4-5oc and
pasteurized milk transferred to temporary jacket storage tanks. Additional tests are
storage,4-5oc undertaken such as fat, pH and temperature. Based on the test results, milk
that meet the requirement stored at standard milk storage tank.
15 Receiving of Packaging materials are transported by human labor from the warehouse to
packaging the packaging room and step by step feed in to the packaging machine.
materials
16 Uv treatment of Packaging material fed into the packaging machine undergo uv light
packaging material sterilization before used for milk packaging process.
17 Filling and Pasteurized milk which has been stored in temporary storage tank is packed
packaging in sterilized packing materials.
18 Storage in cold Packed milk is kept in plastic crates and with a trolley manually moved to
room 4-5oc the chiller room and stored at 4-5oc. Plastic crates are cleaned by water and
sanitary chemicals (caustic soda) and transported to filling machines.
19 Loading to Milk stored in 4-5oc in plastic crates are loaded to transportation vehicles
transportation with insulated van and distributed to supermarket, hotels and restaurants.
vehicle and
distribution;

Standard operating procedures for flavour yoghurt

PRODUCT SPECIFICATIONS

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 Unprocessed whole milk/raw milk

Characteristics Requirements
Milk fat content mean,% by mass 3.5
Protein min, %by mass 3.2
Total solid min ,% by mass 12.8
Antibiotics NIL
Freezing point oc 0.525-0.550
Pesticide residue See ES3472
Aflatoxin M1 max µ/L 0.05
Alcoholic test Negative
Clot on boiling test Negative
Bacteriological quality Count/ml
Very good 0-200,000
Good 200,000-1000, 000
Coliform pate count
Very good 0-1000
Good 1000-10000

Product specification of yoghurt

Type Characteristics Requirements
Yoghurt Minimum milk fat content 3.0%m/m
Minimum solid not fat content 8.2%m/m
Partly skimmed Maximum milk fat content Less than 3.0%m/m
yoghurt Minimum milk fat content More than 0.5%m/m
Minimum solid not fat content 8.2%m/m
Skimmed Maximum milk fat content 0.5%m/m
yoghurt Minimum solid not fat content 8.2%m/m
Bacteriological grade Colony/ml
Total plate count Very good <50000
Good50000-100000
Faecal coliform Nil/ml
Non faecal coliform <10/ml
Salmonella nil
Essential raw materials and additives
added to flavored and sweetened
yoghurt are mentioned in ES
standards ES411; 2001 and ES 403;
2001 respectively

Process

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No Flow Description
1 Raw milk Raw milk collection from association and individual supplier brought their
receiving products by containers such as plastic Jeri cans and stainless steel containers. The
milk collected from the suppliers is transferred to plastic roto and immediately
transported to the factory for processing.
2 Primary filtration During receiving of raw milk at collection sites, the milk is filtered with filtration
cloth and transferred to plastic jerry cans.
3 Laboratory Up on the arrival of raw milk to the factory, laboratory technicians mix each
testing containers of the received milk using plunger mixer and conduct alcoholic test. if
the milk passes alcoholic test, subsequent tests such as fat, protein ,PH and lacto
are conducted by drawing representative samples. If the received milk does not
pass alcoholic test, it is transferred to cheese making room to be used an input for
cheese production.
4 Secondary at this point filtration conducted to remove any physical materials which
filtration may have passed the primary filtration processes.
5 Pump into batch The filtered milk heated 40oc.
pasteurizer tank
6 Standardization Fat separation is conducted on heated milk by maintaining the specified
requirement fat content 3.2% by cream separators.
7 Boil 50-60 oc To make favorable condition for mixing the ingredient the milk is heated 50-60oc
and ingredient sugar and starch to increase the viscosity of yoghurt to make good
taste.
9 Cooling to 45oc; To create favorable condition for inoculating culture the boiled milk is
cooled by agitating and brought down a temperature of 45 oc.
10 Inoculating culture To produce yoghurt, when the temperature of the milk reaches 45oc the
culture is inoculated in batch pasteurizer tanker by manually.

11 Mix for 15 minutes To insure uniformity the added culture is agitated for 15 minutes.
12 Adding flavor Fruit flavor are added manually to make the yoghurt sweet and colorful.
13 Laboratory testing; At appropriate time interval acidity and PH is tested repeatedly to verify
whether yoghurt attains specified requirement.
14 Filling and packing Filling and packing is done in plastic cup of different size by manually.
15 Storage in cold to prevent pathogenic microorganism growth and keep the viscosity of the
room 4-5oc yoghurt the packed yoghurt is kept in plastic crates and loaded on to a
trolley and stored at a temperature of 4-5oc.
16 Loading to The yoghurt in plastic creates are loaded to transportation vehicles and
transportation distributed to supermarket, hotels and restaurants.
vehicle and
distribution;

2, Quality Control

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Milk products such as yogurt are subject to a variety of safety testing. Some of these include tests
for microbial quality, degree of pasteurization, and various forms of contaminants. The microbial
quality of the incoming milk is determined by using a dye reaction test. This method shows the
number of organisms present in the incoming milk. If the microbial count is too high at this point,
the milk may not be used for manufacture. Since complete pasteurization inactivates most
organisms in milk, the degree of pasteurization is determined by measuring the level of an enzyme
in the milk called phosphatase. Governmental regulations require that this test be run to ensure
that pasteurization is done properly. Beyond microbial contamination, raw milk is subject to other
kinds of contaminants such as antibiotics, pesticides or even radioactivity. These can all be found
through safety testing and the milk is treated accordingly.

3.1 Chemical Composition of whole milk

Physico-chemical properties of whole milk samples temperature, fat content, density,

lactose, SNF, TS, protein, freezing point and total salt are determined with calibrated milk
analyzer [lactoscan]. On the other hand, alcohol test, clot on boiling test, titrable acidity are
determined with accurate laboratorical instruments. Additionally the chemical composition
of whole milk is determined through the following options.

Procedure to use lactoscan

 Setup the lactoscan with the correct electric socket and press ON.
 Wash many times warm water (>40oc) until the display screen menu shows zero.
 If it is zero-zero take appropriate sample and suck into the lactoscan .
 Presses inter key and read the result.
 Record all menus which display on the screen by moving up and down the arrow
key.

3.1.1 Determination of fat content

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Gerber method is used to determine the milk fat content. Milk samples are kept at 370C for
30 minutes in a water bath to warm back the milk samples to normal body temperature of
the cow. Ten ml of concentrated sulphuric acid is pipetted into a butyrometer. Then 11 ml
of milk is added using milk pipette into a butyrometer having the sulphuric acid and then
one ml of amyl alcohol is added. The butyrometer stopper is put on and the sample is
shaken and inverted several times until all the milk is digested by the acid. Then the
butyrometer is placed in a water bath at 650C for five minutes. The sample is placed in a
Gerber centrifuge for four minutes at 1100 rpm (rotations per minute). Finally, the sample
is placed in to water bath for 5 minutes at 65 0 C and fat percentage is read and from the
butyrometer. The average of duplicate readings is computed and recorded.

3.1.2 Determination of protein content

Formaldehyde titration method is used to determine the total protein content. Ten ml of
milk is added into a beaker. Then, 0.5 ml of 0.5 percent phenolphthalein indicator and 0.4
ml of 0.4 percent Potassium Oxalate is added into the milk. Then, the sample is titrated
using digital dispenser/burette with 0.1N Sodium Hydroxide solution. The titration is
continued until pink color becomes intense. Finally the burette reading is recorded. The
reading is multiplied by a factor 1.74.

3.1.3 Determination of total solids

To determine the total solids, three grams of milk sample is pipette in a pre-weighed and
dried duplicate of crucibles. The crucibles are placed on a boiling water bath for 30
minutes. The samples are dried in the drying oven at 102± 2°C for 24 hours. The samples
are kept at 1020C ± 2°C for 24 hours. Then, the dried samples are taken out of the oven and
placed in a desiccator to cool and weighed. Again, the samples are dried in the oven for 1
hour as before. Cooled and reweighed again. The drying is repeated until the difference in
weight between two successive weighing is not more than 1 mg. Then the total solids is
calculated as
M2–M0x 100 M1
Where: M0= the mass in grams, of the crucible
M1= the mass in grams of the test portion
M2= the mass in grams of dried crucible and test portion.

3.1.4 Solids- not –fat

The solids not fat (SNF %) is determined by subtracting the percent fat from total solids.

3.1.5 Determination of ash content

The total ash is determined gravimetrically by igniting the dried milk samples used for total
solids determination in a muffle furnace in which the temperature is slowly raised to 5500C

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until five hours. The sample is ignited until carbon (black color) disappears or until the ash
residue becomes white. Finally, the ash is removed from the furnace and cooled in
desiccators. The ash content was calculated as %
Ash = Burnt crucible + sample weight – Oven dry crucible weight X 100 Sample weight.
Finally, the result was recorded.

3.1.6 Determination of lactose

To determine the percent of lactose the whole milk fat, protein and ash content percent are
subtracted from total solid . Lactose% =Percent total solids-(% fat+ % protein+ % total
ash)

3.1.7 Titratable acidity

Ten ml of whole milk is pipetted into a beaker, and then 3-5 drops of 0.5% phenolphthalein
indicator is added. Then the sample is titrated with 0.1N NaOH until pink color persists.
Acidity is expressed as percentage of lactic acid . Then % lactic acid was determined as
follows.

Lactic acid (%) = ml N/10 alkali/NaOHx 0.009 x 100 ml of sample.

3.1.8 Alcohol Test

Two ml of whole milk and two ml of 70% ethanol alcohol are placed in a test tube. The test
tube is inverted several times with the thumb held tightly over the open end of the tube.
Then the tube examined for formation of curd particles.

3.1.9 Clot on boiling test

Clot on boiling test is carried out by placing about five ml of milk in a ladle and then it is
placed on a Bunsen burner s flames for five minutes. Finally the ladle is carefully removed
from the Bunsen burner flame and examined for the presence of floccules.

3.2 Bacteriological analysis

3.2.1 Aerobic mesophilic plate count

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Homogenized milk samples are serially diluted by adding 1ml of milk into 9 ml of peptone
water. One ml of the sample from a chosen dilution is placed on the petri dish using pour
plating technique. Then, plate count agar media of 15-20 ml is poured on to the petri-dish
and thoroughly mixed with the sample and allowed to solidify for 15minutes and incubated
for 48 +2 hours at 35°C. Finally, duplicate plates having 25-250 colonies are manually
counted. The plate counts are calculated by multiplying the count on the dish by 10n, in
which n stands for the number of consecutive dilutions of the original sample. The results
of the counts are transformed to log 10 (logarithms of 10).

3.2.2 Total Coliform count

Samples are decimally diluted and plated with violet red bile agar media /VRBA into Petri
dishes for enumeration of total coliforms bacteria as colony forming units per ml. Plates are
incubated at 32 ±10oC for 24±2 hours. One ml of milk sample is serially diluted using
peptone water and transferred into sterile petri -dishes. 10-15 ml of violet red bile agar
media tempered to a temperature of 440c to 46 0c is added to the milk sample and
thoroughly mixed and allowed to solidify for 5-10 minutes. The mixture is then overlaid
with the same plating agar media of 3 to 4 ml to inhibit surface colony formation. The
medium are allowed to solidify.
The plates are inverted and incubated at 32 ±10C for 24±2 hours. Counts are made
manually. Finally, the plate counts are calculated as N, the number of colony forming units
of coliforms per ml of milk sample using the formula
N=∑c/(n1+n2)d
Where ∑c= Sum of all colonies on all plates counted.
n1= Number of plates in the first dilution counted
n2= Number of plates in the second dilution counted
d= Dilution from which the first counts were obtained

3.2.3 Entrobacteriaceae count

Homogenized milk samples are serially diluted by adding 1ml of milk into 9 ml of peptone
water to yield a dilution that gave 15-100 cfu/ml of diluted sample. The plates are placed
on a flat leveled surface. Violet red bile glucose agar (VRBGA) medium is used to enumerate
Entrobacteriaceae. The mixture is then overlaid with the same plating agar media of 3 to 4
ml. Plates are incubated aerobically for 24 hours at 37°C and inspected for purple-red
colonies surrounded by a purplish circle of light orhalo color. Finally, the colonies are
manually counted. The plate counts are calculated by multiplying the count on the dishes
by 10n, in which n stands for the number of consecutive dilutions of the original sample.

3.2.4 Enumeration of psychotropic microorganism

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From each previously prepared serial dilution of the samples 0.1ml is inoculated on to
duplicates of plate count agar medium. Both inoculated and control plates are incubated at
7oc for 10 days. total psychotropic count/ml of examined samples is calculated and
recorded

3.2.5 Enumeration of yeasts and molds

The enumeration of yeasts and molds are performed by inoculating 0.1ml portion of the
samples suspension on potato dextrose agar[PDA].The petridish are incubated at 25oc for
five days and colonies are counted.

4. Cleaning and sanitizing procedure

4.1scope

The procedure is applicable to ll cleaning sanitation program being carried out in nata
dairy manufacturing.

4.2 purposes

The purpose of this document is to provide the guidance for cleaning, sanitizing and
disinfecting to control contamination of products during receiving, processing, handling,
storage and transportation.

4.3 definition and abbreviations

For the purpose of this document the definition given in ISO/TS22002-1/2009 and ISO
22000;2005 shall apply.

Abbreviations

NDM; Nata dairy manufacturing

FSMS; food safety management system

PRP; prerequisite program

OP; operational procedure

Responsibility

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Quality, production, general service and technical departments are responsible for the
program.

Procedures

1, equipment and utensil shall be clean.

a) The equipment, sanitary piping and utensils used in receiving and processing of the
milk. And manufacturing and handling of the products shall be maintained in a
sanitary condition.
b) Pumps and vats shall be inspected at regular interval and kept clean.
c) All equipment not designed to C.I.P cleaning or mechanically cleaning shall be
disassembled after each days use for through cleaning.
d) Dairy cleaners, detergents, wetting agents or sanitizing agents or other similar
materials which will not contaminate or adversely affect the products shall be used.
e) Steel wool, metal sponges shall not be used in the cleaning of any dairy equipment
or utensils.
2, product contact surfaces hall be subjected to an effective sanitizing treatment
prior to use except where dry cleaning permitted.
Utensils and potable in equipment’s used in processing and manufacturing
operations shall be
C.O.P above the floor clean, dry locations and in a self-draining position on racks
occurred of impervious corrosion resistant material.
CIP cleaning or mechanical cleaning systems shall be used only on equipment and
pipe line systems which have been designed, engineered and installed for that
purpose. When such cleaning is used carefully attentions shall be given to the
proper procedures to assure satisfactory cleaning.
a) Because of the possibility of corrosion the recommendations of the cleaning
compound manufacturer should be followed with respect to time, temperature
and concentrations of specific acid or alkaline solutions and bactericides. Such
cleaning operating should be preceded by a through rinse at approximately 43oc-
46oc continuously discard the water.

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 b) Following the circulation of the cleaning solution the equipment and lines shall
be thoroughly rinsed with Luke warm water and checks should be made for
effectiveness of cleaning.
c) All cups, plugs, special fittings valve seats, cross ends, pumps and tee ends shall
be opened or removed and brushed clean.
d) All non-pasteurized product contact surfaces should be sanitized, immediately
prior to starting the product flow, the pasteurized product contact surface shall
be given sanitizing treatment.
3 milk can and washers
A) Milk cans and lids shall be cleaned, sanitized and dried before returning to
producers.
B) Inspection, repair or replacement of cans and lids shall be adequate to
substantially exclude from use cans and lids showing open seams, cracks,
rust condition, milk stone or any unsanitary conditions.
4, washers
a) Washers shall be maintained in a clean and satisfactory operating
condition and kept from accumulation of scale or debris which will
adversely affect the efficiency of the washer.
b) Only washing compounds which are compatible with the water for
effective cleaning should be used. The can washing should be checked
regularly during run for proper operation. At the end of the day, the wash
and rinse tanks should be drained and cleaned, jets and strainers cleaned,
air filters checked and changed or cleaned if needed, and checks should
be made for proper adjustments and condition of mechanical parts.

5, milk transport tanks

A) A covered or enclosed wash dock and cleaning and sanitizing facilities shall be
available to all plants that receive or ship milk in tanks.
B) Milk sanitary tank , piping, fitting and pumps shall be cleaned and sanitized at least
once each day after use, provided that if there are not to be used immediately after

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 emptying a load of milk, they shall be washed promptly after use and given
bactericidal treatment immediately before use.

After being washed and sanitized, each tanks should be identified by a tag attached to the
outlet valve, bearing the following information plan and specific locations where cleaned,
date and time of day of washing and sanitizing, and name of person who washed and name
of person who sanitize the tank. The tag shall not be removed until the tank is gain washed
and sanitized.

7. Building

All windows, glass, partitions, and a sky lights should be washed as often as necessary to
keep them clean. Cracked or Brocken glasses shall be replaced promptly. The walls, ceilings
and doors should be washed periodically and kept free from soil and unsightly conditions.
The shelves and ledges should be wiped or vacuumed as often as necessary to keep them
free from dust and debris. The materials picked up by the vacuum cleaner shall be disposed
of in sealed containers, which will prevent contamination and insect infestation from the
waste material.

8. C.O.P Items

a) Cleaned and sanitized smaller items such as valve and pump parts, gaskets and ”O” rings,
retainer rings, springs e.t.c. some parts you will be asked to leave in the sanitizer solution
until reassembled into their places of use. The balance you will drain and air dry.

b) Stored cleaned and sanitized items where they will stay sanitary.

c) C.O.P than or sink should be kept clean (manually cleaned as necessary)

9, large items (non CIP)

a) Remove all food, debris and packaging and processing supplies from the work area.
b) Breakdown all equipment for cleaning.
c) Clean all food contact items as follows
 Remove excessive, visible oil.
 Soap and scrub.
 Rinse.

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  Soap and scrub.
 Scrub.
d) Sanitize by spraying or pouring sanitizer solutions overall surfaces. Dip small,
removable parts in sanitizer solutions. Do not rinse after sanitizing.
e) Position all items so they will drain dry completely (such as air dry).
f) Reassemble at beginning of next shift
g) Sanitize as necessary after reassembly.
h) Apply food grade mineral oil spray or gel lubricants only as necessary to protect
equipment from sticking.

10, machinery surfaces and frame work

a) Clean thoroughly with hot , soapy water

b) Rinse with warm, clean water
c) Apply sanitizer solution.
d) Air dry

11, mixing instruction for sanitizer solutions

Follow labeled directions. DO NOT uses more sanitizer than called for by the directions.

12, testing for the strength of sanitizer solutions

The strength of sanitizer solutions should be confirmed after preparation. Save a sample in
a container provided for use by lab personnel. If you are assigned to check the solutions,
test papers or kits will be supplied to you along with instructions for their use.

5. SOPs for hand washing

Policy

All food preparation and service personnel will follow proper hand washing practices to ensure the
safety of food served to customers.

Procedure

All employees in foodservice should wash hands using the following steps

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  Wash hands (including under the fingernails) and forearms vigorously and thoroughly
with soap and warm water (a temperature of at least 100°F is required) for a period of 20
seconds.
 Wash hands using soap from a dispenser.
 Use a sanitary nail brush to remove dirt from under fingernails.
 Wash between fingers thoroughly.
 Use only hand sinks designated for that purpose. Do not wash hands in sinks in
production area.
 Dry hands with single use towels or a mechanical hot dryer. Turn off faucets using a paper
towel, in order to prevent recontamination of clean hands if foot pedals are not available.

The food service manager will

 Monitor all employees to ensure that they are following proper procedures.
 Ensure adequate supplies are available for proper hand washing

. 5. Pre-operational Sanitation-Equipment and Facility Cleaning

Objective

All equipment will be cleaned and sanitized prior to starting production.

A. General Equipment Cleaning

(Simple equipment and hand tools are cleaned and sanitized in the same manner but they do not
require disassembly and reassembly.)

1. Established Sanitary Procedures for Cleaning and Sanitizing Equipment

a. The equipment is disassembled. Parts are placed in the designated tubs, racks, etc.

b. Product debris is removed.

c. Equipment parts are rinsed with water to remove remaining debris.

d. An approved cleaner is applied to parts and they are cleaned according to manufacturers'
directions

e. Equipment parts are rinsed with potable water.

f. Equipment is sanitized with an approved sanitizer, and rinsed with potable water if required.

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g. The equipment is reassembled.

h. The equipment is re sanitized with an approved sanitizer, and rinsed with potable water if
required.

The established sanitary procedures are daily routine sanitary procedures to prevent direct
product contamination or adulteration. Daily routine sanitary procedures to prevent direct product
contamination or adulteration are required in the Sanitation SOP; FSIS personnel use them to verify
compliance with the Sanitation SOP. The procedures shall be specific for each establishment;
however, they can be as detailed as the establishment wants to make them.

2. Implementing, Monitoring and Recordkeeping.

The QC Manager performs daily organoleptic sanitation inspection after pre-operational equipment
cleaning and sanitizing. The results of the inspection are recorded on Establishment Form

a. If everything is acceptable, the appropriate box is initialed. If corrective actions are needed,
such actions are to be documented (see below).

The QC Manager performs daily microbial monitoring for Total Plate Counts (TPCs) after pre-
operational equipment cleaning and sanitizing. The QC Manager swabs one square inch of a food
contact surface on a piece of equipment or hand tool within one hour prior to production. The
samples are plated and incubated at 35'C. for 48 hours. Colonies are counted and recorded as
number of colony forming units (CFU) per square inch of surface swabbed. Daily microbial counts
are documented on Establishment Form.

3. Corrective Actions.

a. When the QC Manager determines that the equipment or hand tools do not pass
organoleptic examination, the cleaning procedure and reinspection are repeated. The Sanitation
Manager monitors the cleaning of the equipment or hand tools and retrains sanitation crew

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employees, if necessary. Corrective actions are recorded on Establishment Form .

b. If microbial counts exceed CFUs/sq. in., (plant specific based on national recommendations) the
QC Manager notifies the Sanitation Manager and attempts to determine the cause of the high count
(for example, cleaning procedures varied, new people cleaned the equipment, sanitizer not
applied). If microbial counts remain high for several days, the QC Manager will confer with the
Sanitation Manager. The Sanitation Manager notifies sanitation crew employees and reviews all
cleaning and sanitizing procedures and personal hygiene. Microbial counts are recorded on
Establishment for . Corrective actions to prevent direct product contamination or adulteration are
documented on Establishment Form.

The establishment is required to monitor daily routine sanitation activities as described in the
Sanitation SOP, the establishment determines the methods and frequency of monitoring.
Microbiological sampling is not required, in addition to organoleptic monitoring, and has set limits
to enable them to take appropriate action when those limits are exceeded. However, establishments
must record the daily completion or adherence to the established procedures in the Sanitation SOP,
and deviations from regulatory requirements and corrective actions.

B. Cleaning of Facilities-including floors, walls and ceiling.

1. Cleaning Procedures.

a. Debris is swept up and discarded.

b. Facilities are rinsed with potable water.

c. Facilities are cleaned with an approved cleaner, according to manufacturer's directions.

d. Facilities are rinsed with potable water.

2. Cleaning Frequency

a. Floors and walls are cleaned at the end of each production day.

b. Ceilings are cleaned as needed, but at least once a week.

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There is no specific requirement to include facility cleaning in the Sanitation SOP, unless part of the
facility could directly contaminate or adulterate product.

3. Establishment Monitoring.

The QC Manager performs daily organoleptic inspection prior to the start of operations. Results are
recorded on Establishment Form .

4. Corrective Actions.

When the QC Manager determines that the facilities do not pass organoleptic inspection, the
cleaning procedure and re inspection are repeated. The Sanitation Manager monitors the cleaning
of facilities and retrains sanitation crew employees if necessary. Corrective actions to prevent
direct product contamination or adulteration are recorded on Establishment Form .

7. PRODUCT RECALL AND WITHDRAWAL PROCEDURE

1, SCOPE

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The procedure is applicable to recall and withdraw affected food products from
distribution channel based on initiation and regulatory notice.

2, purpose

The main objective of this recall plans are;

 Stop the distribution and sale of the affected products.

 Effectively notify management, customers and as appropriate regulatory authority
about the recall.
 Efficiently remove the affected product from the market place.
 Remove the affected product from the warehouse and/or distribution areas.
 Dispose of the affected product.
 Implement a corrective action plan to prevent another recall.

3, definition
3.1 product recall
A way that company’s products removal from distribution and sales of a marketed
product that may be unsafe, adulterated, contaminated or mislabeled.
3.2 product withdrawal (or market withdrawal)
The act of removing a product from distribution when it violates regulatory
requirements in a minor or technical way (not posing a health related risk), when it
doesn’t meet the manufacturers own specifications or quality standards.
It does not include products that have been contaminated or adulterated.

3.3. Abbreviation
FLW; Flow chart

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NDM; Nata dairy manufacturing
OP; operating procedure
OF; operating form
FSTL; Food safety team leader
FST; Food safety team
GM; General Manager
MCM; Management committee members
PRTL; Product recall team leader
PRT; Product recall team

4, Responsibility
Quality control and commercial departments are responsible.

5. Product recall and withdrawal procedure

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 5.1 procedure flow chart
Inputs process output Responsibility
1.Product Register product 1. Registered 1.PRTL
recall/withdrawal recall notification,1 notification
notification Identify all products to 2. Identify products 2.PRT
be recalled,2 to be recalled
2. registered notification 3. Identify& 3.PRT
Detain and segregate
segregated
all products to be
3. Identified products to be recalled which are in products 4.GM
recalled the firms control,3 4. Issue press release
5. Recall plan 5.PRT
4. Identified products to be Prepare& issuing the 6. Distributed recall
recalled press release(if notice 6.GM
required),4 7. Products under
5. identified products to be Prepare recall plan,5 custody 7.PRT
recalled 8. Product recall
Distributed the notice effectiveness 8.PRTL
of recall,6
6,recall plan 9. Well identified and
Recall products from
7, distributed recall notice segregated 9.PRL
distribution,7
products
8. products under custody Verify the 10. Decision on the
9products under custody effectiveness of the disposition of
recall,8 recalled products
10, product under custody Control the recall 11. Corrective action 10.FST&GM
products,9 clearance report.
11,decision on the
disposition of recalled Decide what to do
products with the recalled
products,10
11.FST
Implement corrective
action procedure,11

FLW DESCRIPTION OF PROCESS STEPS

1 Registering product recall notification
The product recall notification may arise from regulatory authorities or initiated by GM based

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 on customer complaints or self-initiation due to failures to comply with agreed or imposed
requirments.in either case, the notification shall be registered and communicated to PRTL
2 Identify all products to be recalled
Once recall notification has been initiated adequate information shall be collected which
includes;
a. All contact information
b. In the case of complaints, exactly what they feel the problem is with the food (chemical
test, off odor, allergic reaction, object in the food).
c. Exact product details( name of product, size of package, code numbers, whether they
steel have any of it lefts in that container, or others like it that are un opened).
d. Detail of how the product was stored and handled after purchase.
e. Name and address of the store where it was purchased .and date of purchase.
f. Date and time the product was consumed.
g. Amount of product that was consumed.
h. Have these persons ever consumed this product before?
i. Did other consume it too, and do they have the same complaint?
j. Name and age of the people who are affected.
k. Symptoms, in order that that appeared, and approximate time they began.
l. Name and contact information for any physician that may have consulted about this
accident.
m. Name and contact information of any other agency they may have contact to report this
incidents.
Tracking of product to be recalled
There are four types of tracking techniques
.Finished product
.Work in progress product
.Packaging material( i.e. food contact only)
All finished product shipped can be tracked using the shipping log and/or compute data
base.
All work in progress products can be tracked using production record
All ingredients received can be tracked by the receiving log kept in the reception area.
All packaging material ( i.e. food contact only)received can be tracked by the
receiving log kept in the warehouse/shipping area.
Tracking procedure
A) Finished product ( product which have been partially or completely distributed)
a. Assemble the personnel needed to conduct tracking of a finished product.
b. Identify the affected and any other potentially affected product(s), product code(s )and
production date(s ).
c. Determine from the production records the quantity of affected products produced.
d. Determine from the shipping log from in the warehouse/shipping area, the last day of
shipment (and the customer) for the affected products.
e. Determine from shipping log all the customers who purchased the affected products
during this period ( i.e. period = day of packaging to last day of shipment).
f. Determine from the inventory record, the remaining quantity of the affected products in
the inventory.

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 B) work in progress( product which HAVE NOT been distributed)
A. Assemble the personnel needed to conduct tracking of a work in progress product.
B. Identify the affected and any other potentially affected products ,product codes and
production dates from the production records.
C. Determine from the production records the quantity of the affected products
produced.
E. Locate the affected products in progress.
C) packaging material
a. identify the affected and any other potentially affected potentially affected packaging
materials and lot number(s)/quality control codes/receiving date(s).
b. determine from the receiving log record the quantity and the receiving date of affected
packaging material(s) received.
c. based on the size and the type of packaging materials determine all the finished product
associated with the affected packaging materials.
d. determine from the production records the period of uses for the affected packaging
materials.
e. given the affected period and products determine from the inventory records the period of
uses for the affected packaging material(s).
f .determine from the production records the day of the affected products enter in to inventory(
packaging dates).
g, Determine from the shipping log in the warehouse/shipping, the last day of shipment(and
the customer) for affected products.
H, determine from the shipping log all the customers who purchased the affected products
during this period (i.e. date of packaging to the last day of shipment).
I, determine from the inventory record the remaining quantity of the affected products in the
inventory.
Locate any remaining affected packaging materials from the storage shelves and cabinets.
List of forms required for recall
a) Notification withdrawal
b) Notification of recall
c) Recall log
d) Problem report
e) QA incident hold form
f) Receiving log
g) Shipping log
h) Recipe(s)

3 Detain and segregate all products to be recalled which are in the firms control
Product under the custody of NDM shall be identified, collected segregated and keep under
controlled condition to prevent un international distribution and cross contaminations until
subsequent actions are taken.

4 Prepare the press release( if required)

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 Not every recall situation includes the need to notify new media. It depends on the depth of the
recall. But when this is necessary, it is in the company’s best interest to issue its own news
release.
Content of the press release shall be;
a) The recalling firms name, address. Contact person. Telephone number(s).
b) The date of the news released, and if there are guidelines for when it is to be released
includes them.(this means for ‘’immediate release’’).
c) A head line that very briefly describes the recall( ‘’potential salmonella contamination ’’)
d) Specific products being recalled (e.g quantity, label names, product codes and where they
might be located on the containers, container size and type, production dates. Expire
date).
e) Specific reason the recall.
f) A mention of any particular group of persons who might be at risk.
g) A description of symptoms.
h) Statues of the number and types related illnesses confirmed to date.
i) Area of distribution, naming each region and how it reached consumers (e.g. retail, direct
delivery).
j) A brief description of how the problem was identified (e.g firms quality control
processes, regulatory agencies routing product sampling program, regulatory agencies
epidemiological investigation).
k) Instructions for what consumers should do with the recalled product.
l) Instructions and contact information for consumers to obtain additional information.

5 Prepare recall plan

Based on the information collected above (≠4) a comprehensive product recall plan shall be
prepared and reviewed for completeness.
The product recall team shall prepare the plan and shall be approved by the GM. The plan
includes;
 Responsibility
 Timeframe for completion
 Logistics
 Communication
 Area of impact
 Disposal
 closure
6 Distribute the notice of recall
Disseminating the information should compile a list of news sources before it is never needed.
Include newspapers, television and radio station with contact names and phone numbers, fax
numbers and email addresses of these media outlets.
Do not forget to include language stations and publication; the speed of notification depends
greatly on having an updated media list.
Also consider other groups and institutions that might need to know about recalls. Anyone who
might have received the food, or who might receive complaints or questions, should be notified.

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 Depending on the product and the situation, this may includes;
 Consumer group (infants, children, elder people)
 Military institutions
 School, universities and college
 Health centers.
These organizations can then alert their own members, multiplying the reach and impact
of the recall information. The news release must be issued in ALL MAIN LANGUAGE.
7 Recall products from distribution
a) Assemble the recall team
b) Gather all information collected in the tracking processes.
c) Detain and segregate all products to be recalled which are in the company’s control.
Adhere HOLD sign.
d) Communicate the notification of recall to the affected customers.
e) Ensure the following information;
 Name and product code of the withdrawal/recall products
 Production dates of the withdrawal/recall products
 Reason for the withdrawal/recall
 Quantity of withdrawal/recall products distributed.
f) Coordinate and monitor the recovery of all affected products.
g) Conduct reconciliation on the total quantity of recalled product and affected product in
inventory against the total quantity produced.
h) Collect testing results and decide on corrective actions.
Product withdrawal
When it is determined to be a product withdrawal follow the following steps;
a) Assemble the withdrawal team
b) Gather all information collected in the tracking processes
c) Detain and segregate all products to be withdrawal which are in the company’s control.
Adhere an ON HOLD.
d) Communicate the notification of withdrawal to the affected customers. Request that all
products received be sent to the company.
e) Coordinate and monitor the recovery of all affected products.
f) Conduct reconciliation on the total quantity of withdrawal product and affected product
in inventory against the total quantity produced
g) Collect testing results and decide on corrective actions with the recall/withdrawal
management team.

8 Verify the effectiveness of the recall

Once all products have been retrieved from all location the effectiveness of recall operation shall
be evaluated against planned arrangement. If any deficiency is identified additional actions shall
be taken to ensure complete recall of products.
9 Controlled the recall products
Recall/withdrawn products from all locations shall be well identified, segregated and kept
under control conditions to prevent un international distribution and cross contaminations until
subsequent actions are taken.
10 Decide what to do with the recalled products

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 Methods of disposition of recalled products may includes;
a) Cleaning
b) Reprocessing
c) Repacking
d) Relabeling
e) Sorting
f) Regarding
g) Segregating
h) Distraction
When products must be destroyed the method must ensure that it will not be returned to
human food channels.

11 Fix the cause of the problem occurred at your facility

Corrective action shall be taken in accordance with corrective action procedure.

8. Waste disposal
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1, SCOPE

The procedure applies to all waste materials either produced or introduced to the factory and
personnel involved in waste handling.

2, PURPOSE

The purpose of this procedure is to establish proper waste management system and prevent
contamination of processed milk and milk products from waste materials.

3, definition and abbreviation

3.1 definition

For the purpose of this document, the definition is given in ISO/TS22002-1; 2009 and ISO
22000; 2005 shall apply.

3.2 abbreviation

NDM; Nata Dairy Manufacturing

FSMS; Food safety management system

PRP; prerequisite program

OP; operational procedure

4, RESPONSIBILITY

General Service and Quality control (hygiene and sanitary) departments are responsible for the
implementation of this program.

5, PROCEDURE

5.1 General requirements

Nata dairy manufacturing established and implement a system that ensure that waste materials
are identified, collected, removed and disposed in a manner which prevents contamination of
products or production areas. The system that shall be maintained to protect the safety and
processed milk products include but not limited to.

1, clear identification, proper function and signs of degradation of containers and utensils used
for collection and holding of wastes and inedible or hazardous substance.

29
2, waste management and removal;

3, drainage and liquid waste disposal system;

5.2 containers of handling of waste and inedible or hazardous substances

NDM collect waste materials in plastic containers particularly designed to be used in food
processing premises. The containers and utensils used for waste and inedible or hazardous
substances storage and handlings are;

1, designed and constructed to prevent and minimize contaminations (e.g prevent leakage).

2, clearly identified (e.g color code designation, legible marketing) to prevent containers misuse
and causing cross contamination;

3, shall be cleanable, suitable and maintained for the intended purpose;

4, made of a durable leak proof, waste proof and pest proof materials and do not present a source
of contaminations to food, ingredients, packaging materials or food contact surfaces.

5, lined with plastic bags, closed with tight fitting covers, with adequate size to prevent spillage
or minimizing contamination of food handling and storage areas.

6, regularly checked for functioning properly and exhibiting no signs of degradation that could
lead to the contamination of food handling and can be cleaned and maintained.

7, always closed and segregated when not in immediate use.

3, waste management and removal

1. Containers and utensils used for waste shall be cleaned before they are moved in to
handling and storage areas.
2. Trash or inedible waste or waste container does not come in contact with raw materials,
work in progress milk or finished product milk and yoghurt packaging areas at any time.
3. Containers shall be placed conveniently in all needed areas.
4. Hot water, brush and detergent shall be provided for washing wastes containers.
5. Waste shall be emptied for it is full to the brim, at least daily.
6. Waste and trash storage areas shall be kept appropriately cleaned and orderly.
7. .The waste disposal areas shall be free from pests and objectionable odor.
8. Presence of rats, rat holes or nests in the vicinity of the disposal area shall be monitored
on a regular basis.
9. Any container, room etc used for waste shall be marked accordingly, solid wastes shall be
sold as a scrap or incinerate or buried or recycle. Whereas waste water shall be treated
and reuse it as appropriate.

5.4 Drains and Drainage

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 NDM shall have adequate drains and drainage systems that are maintained to protect the
safety and suitability of food and potable water supply system. Liquid waste shall be
managed in a manner that does not pose any safety hazard to its factory. raw materials
and products.

1. The drainage or liquid waste disposal system shall be designed to prevent cross
contamination of food, ingredients, packaging materials, food contact surfaces or the
potable water supply.
2. Drainage and liquid disposal systems shall be equipped with back flow preventers and
no cross contamination exist with drainage or waste systems and potable water lines.
3. Drains covers and drain traps shall be cleaned and sanitized regularly.
4. No effluent and sewage lines passing directly over or through production areas.
5. System for waste disposal shall be operated in a manner that does not constitute a
source of contamination in areas where milk and milk products are exposed.
6. Drainage systems shall be designed and constructed so that waste does not flow from
contaminated areas to clean areas.
7. Sewage disposal shall directed into an adequate sewerage system (it drains properly
to a septic system which is located outside of the factory building)
8. The water or waste water from containers shall be properly disposed of in a proper
drainage.

9. CORRECTIVE ACTION PROCEDURE

Procedure

Process flow chart

31
Input Process Output Responsibility
1. Actual or Registration .1 1. Register actual or 1. FSTL
potential non potential non conformities
conformity report Identification of root report 2. Process owner
words.2
2. Registered 2. Identified root causes 3. Process owner
actual or potential Identification and
non conformities planning of the right 3. Identified solutions 4. Process owner
report solutions.3 &implement plan
5. Assigned auditors for NC
3. Identified root Implementation and 4. Implemented solutions identified by audit process.
causes monitoring of the For other process owner
solution.4 5. Verification report
4 .Identifies
solutions Verification of the 6. Evidence of compliance
effectiveness of 6. FSMT
5. Implement action 7. Submitted clearance
solutions implemented.5 report

6. Evaluation NC/PC cleared.6 7. Assigned auditors for NC

reports identified by audit process.
YES For others process owner
7. Evidence of the
effectiveness of Preparation of
actions taken NC/PC of clearance
report.7

Abbreviations

FLW; flow chart

NC; non conformity

GM; general manager

FSTL; food safety team leader

OP; operational procedure

OF; operational form

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Description of process Steps

flw Process steps

1 Corrective action may be triggered by the following events;

.-Product non conformity

-recurring problems with a particular operation or process

-internal and external audit

-feedback from customers including complaints

-Management review

-Monitoring discrepancies.

Benchmarking out puts conclusion from data analysis.

2 a. The process owner shall investigate to determine why the problem has occurred so that no
time is lost in implementing the necessary actions.
b. These investigation will always include the following criteria;

-The scale of the problem

-The root causes of the problem i.e a failure in the documented system, failure management
supervision, or other interface, or a failure in training, or understanding.
3 Once the root causes have been identified, the appropriate corrective action can be taken which may
involve amendments to producers, retraining of existed staff, reworking of the infrastructure and
adjusting the work environment
4 The process owner or assigned auditor shall verify the effectiveness of corrective actions taken and
shall record the finding on the non-compliance report. a copy of this report shall be issued to be the
management representative.
5 Additional description is not required.
6 The process owner or assigned auditor shall verify the effectiveness of corrective action taken and
shall record the findings on the non-compliance report. According to this report shall be issued to
the management representatives.

Additional process description

Whenever a deviation from a critical limit (CL) for a critical control points(CCP) occur. There
shall be a corrective action. A deviation is a failure to meet a CL. It indicates that a possible food

33
safety hazard may have occurred and that unsafe products may have been produced. Thus
corrective actions must be immediate and must trigger au automatic review of the HACCP plan.

Corrective action shall be;

a) Specific; corrective actions are required for each affected CCP, and each and
every deviation at each CCP.
b) Immediate and comprehensive; the time for corrective action is dependent
up on the monitoring frequency. All food products affected and produced
with in the monitoring time period must be brought under control. Holding
and storage provisions for pending product must be included.
c) Documented; every corrective action for every deviation must be recorded
on appropriate form.

Steps of corrective action

 Stop the line or process and segregate affected products.

 Adjust process to bring the CCP back under control and correct the
cause of the deviation.
 Document and record the actions taken.
 Consult with the HACCP team (and any other deemed appropriate)
 Follow product disposition plan and or conduct a product disposition
analysis.
 Determine whether modification of the HACCP plan is necessary.

A) Segregation of food products

As described above, a deviation and subsequent corrective action indicates the possibility that
unsafe products have been produces have been produced since the last monitoring. There for all
of the food produced with in the monitoring period must be segregated and held until its safety
has been determined.

B) Process adjustment

To avoid future deviations, it is important that during a corrective action on a CCP. The process
is adjusted to restore control. Adjust the process may involve activities such as adjusting the
temperature, adjusting and recalibrating instruments (e.g metal detector), and manual adjustment
( e.g increasing sanitizer strength), further the need for adjustments may result in reevaluation of
verification activities, Such as calibrations.

C) Documentation of corrective action

Documentation and all record of corrective actions for all CCPs must be maintained on
appropriate forms. In addition corrective actions should be summarized in a narrative statement.

34
These records demonstrate both corrective actions and product disposition. In addition, they
assist in assessing recurring problems and the need modifications.

At a minimum corrective action record must includes

 Product identification, description, code and/, lot number, hold number, amount of hold
 Description of deviation
 Corrective action taken and process adjustment
 Name of responsible individual and
 Result of product evaluation and disposition.

D) Product disposition analysis

The step involved with a product disposition analysis shall be the following

 Determine if the product presents a safety hazard. This may involve expert evaluation of
product sampling and testing.
 If there is no hazard exists, either releasing product “as is” or down grade and release.
 If a potential hazard exists, determine whether the product can be reworked ( e.g
recooking, repackaging, reconditioned) or diverted for an alternative safe use( e.g used
for animal feed.
 If the product cannot be handled as described above, it must be destroyed. Following
appropriate destruction procedures that do not impact the environment.

6, Records

Respective process owner of the detected non conformity has the responsibility to retain
and maintain the following records.

 Nonconformance report
 Action plan
 Clearance report

Document no. Document title

1 Non-conforming product/services reporting form
2 Customer complaints recording form
3 Corrective action log
4 Non -conforming product registration logbook

10. COMPLAINTS HANDLING

35
 1. Purpose
To establish a systematic approach for handling complaints
2. Scope
This procedure applies to complaints received by Council from residents and ratepayers.
3. References
ISO 2000; 2005 Complaints Handling

4. Definitions and Abbreviations

Complaint · a programmed service that has not been provided to the predetermined
standard (timeline, quality and quantity); or
· A requested service that should have been provided but has not been provided to the
predetermined standard (timeline, quality and quantity); or
· Conduct unbecoming of an officer of Council. Service request · a request for the provision
of a service that is not provided on a programmed basis; or
· A request for the provision of a programmed service in excess of the predetermined
standard (timeline, quality and quantity).
CEO Chief Executive Officer
5. Consultation
Nil
6. Process

6.1. Receipt of Complaint

Complaints may be lodged through a number of channels and at any level. It is more
efficient to first lodge the complaint with the officer nearest to the source of the problem.
The officer receiving the complaint will then escalate the matter to the appropriate level.

6.1.1. Verbal complaints

Verbal complaints include both face to face discussions at customer service counters and
complaints received over the telephone.

The officer receiving the complaint will:

· Introduce themselves, determine the details of the complaint and record the complaint in
the customer request system (including necessary information).
· Confirm the details received with the person making the complaint.
· Explain to the complainant the courses of action available.
· Commit to positive action immediately and seek to resolve the complaint if possible.
· Determine whether the person making the complaint is satisfied with the proposed
course of action and, if not, suggest an alternative course of action.
· Follow up and monitor the outcome to confirm that the person is satisfied and has
received appropriate feedback.

36
Should the nature or severity of a verbal complaint appear major, the officer should request
that the complaint be put in writing to reduce the possibility of the complaint being
misunderstood.

6.1.2. Written complaints

Written complaints are registered by Central Records and delegated to the relevant
Manager or director.

The officer receiving the complaint will:

· Acknowledge the complaint in writing within two working days of receipt by Council.
o Where written complaints are resolved quickly, a letter of reply will replace the letter of
acknowledgment. Where written complaints raise issues which require follow up work or
investigation by the officer, the letter of acknowledgment shall also give a tentative
response date and outline the process for resolving the complaint.
· Record the complaint in the customer request system.
· Follow up and monitor the outcome to confirm that the person is satisfied and has
received appropriate feedback.

In the reply letter, the officer will:

· Outline the complaint received.

· Explain the courses of action available.
· Commit to positive action immediately.
· Ask the complainant to contact the officer if they are not satisfied with the proposed
course of action.

6.2. Responsibility for Responding to Complaint

6.2.1. Contracted services

In-house and external contract complaints will be delegated to the contract manager to
resolve with the contractor. It is the responsibility of the contract manager to receive and
handle service complaints.

6.2.2. Non-contracted services

These complaints will be assigned to the relevant manager for investigation and resolution.
Where satisfactory resolutions are not obtained by complainants, the matter may be
referred to the relevant director to resolve.

6.3. Types of Complaints

6.3.1. Complaints Regarding Statutory Matters

Where Council activities are governed by State or Federal legislation, Council is unable to
alter its decision making processes and is guided by the requirements of the legislation.

37
Council has adopted local laws that operate in conjunction with State legislation. When
Council officers commence proceedings, including legal action and issuing infringement
notices, and a member of the community wishes to have the decision reviewed, a request
for review must be received in writing. Such matters will be handled by the responsible
officer as a service request.

6.3.2. Risk Management Issues

If a complainant informs Council that a claim may be lodged for personal injury or property
damage, Council’s Risk Management Officer shall be advised of the complaint and the
responsible officer will liaise with the Risk Management Officer in handling the complaint.

6.3.3. Complaints about Council Officers

Complaints regarding officer behavior shall be handled sensitively and confidentially. All
Complaints regarding the professional behavior of officers must be made in writing and
Include the detail necessary to allow investigation of the complaint.
These complaints will be handled through the complaints handling process with the
relevant manager initially investigating and resolving the complaint. The director will
become involved if the complaint cannot be resolved.
All aspects of the complaint, discussions and resolution shall be accurately recorded and
may form the basis for disciplinary action. Staff will be given the opportunity to nominate
their own independent agent should they consider the complaint warrants such
participation.
Where a complaint is about discrimination, the Organizational Development Manager shall
manage the investigation and act as an independent / impartial agent.

6.4. Escalation of Complaints to Mediation

Where a dispute remains unresolved, a senior member of staff shall be nominated to

Mediate. This officer will investigate the unresolved complaint with a view to resolving the
matter. If mediation is required, the director of the area in which the complaint has
Originated will invite a director from another area to act as mediator.

6.5. Mediation

The mediation process will not be used to review formal Council decisions but rather to
check that complaints have been handled correctly and that the decision made reflects
Council policies.

The mediator will –

· Act independently.
· Consult with the director to confirm that the complaint has been acknowledged within
two working days of receipt and the complainant has been advised of the complaint
handling process.

38
· Ask the responsible manager to provide all information associated with the complaint and
to provide any additional background.
· Review all the material then talk to the complainant and the officers involved.
· Forward a written recommendation to the director and / or the CEO.
· Advise the complainant in writing of the decision.
· Place copies of all notes, correspondence and other relevant material on a central file.
If the complaint has not been resolved by the director or the mediation process, the
complainant can seek to discuss matters with the CEO.

6.6. Right of Appeal

If a member of the community is dissatisfied with the decision of Council’s senior officers,
they are able to involve the State Ombudsman’s Office.

6.7. Reporting

A report will be made annually to the Full Management Team detailing the number of
complaints, the service the complaint related to and the level at which the complaint was
resolved.

7. Policy and Procedure Responsibilities

The procedure should be reviewed every three years or where there is a change to
legislation
or policy.

11. Pest control

39
1. Scope

This procedure applies to the production system, facilities, building premises and raw
materials that are likely to be infested by pest and all employees who are responsible to
identify and control during production processes and storage.

2 . Purpose

The purpose of this program to ensure that pests are controlled in the operation, including
the uses of a licensed pest control operators, to prevent contamination of food from pests.

3 definition

For the purpose of this document, the definition given in ISO/TS22002-1; 2009 and
ISO22000; 2005 shall apply.

4, Responsibility

Quality control (hygiene and sanitary) and production departments are responsible for the
implementation of this program.

5. Procedures

5.1 general requirement

Pests pose a major threat to the safety and suitability of the food items. They can
contaminate food and transmit sever diseases and when pests appear in a food process
plant, infestation can occur in a short period of time if they are not dealt with immediately.
Pest infestations can occur when there are breeding sites and a supply of food.

Safe and effective pest control shall be a priority in NDM. Good hygiene practices shall be
employed to avoid creating an environment conducive to pests. The effective pest control
practices implemented in the factory include proper cleaning, sanitation and inspection
procedures of incoming materials and good monitoring to minimize the likelihood of
infestation and there by limit the need for pesticides.

Condition that can allow pest to enter the factory and condition that help pests survive
shall be seriously considered. For instance, if insects are found on package of a raw milk or
storage room the following action shall be applied;

1. Incoming raw milk for insect evidence shall be inspected before storage.

2. The products shall be stored off the floor.

3. The room shall be kept clean and inspected regularly for insects

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5.2 pest control programs

Pest control program of NDM refers to the reduction or elimination of pests including flies,
cockroaches, mice, ants, rats, spiders, birds and other insects, pest management program
need more than traditional spraying technics to eliminate pests. The factory shall develop a
modern pest management programs to allow pest prevention as well as control.

The factory pest management program includes but not limited to;

1. Identification of the pest to set elimination target

2. Treatments that do not pose a risk to employees or the environment
3. Analysis of possible factors that may attract pests such as food residue, lack of
cleaning etc;
4. Recording pest control monitoring activities to measure efficiency of pest control in
case of an audit and to show areas that need more attention.
5. Communication and co-operation between staff and pest control providers,
employees report any sign of pests (designated employees are in charge of pest
control; communication with the pest control providers);
6. First in first out mechanism shall be used for product movement so that pests do not
have time to settle into these products and breed.
7. Master pest control schedule shall be changed and reviewed every time; there is a
change processing procedures, or equipment;
8. A routine cleaning schedule in the food processing plant shall be maintained, spills
and accidents shall be cleaned right away
9. Poison baits shall not be inside the building;
10. Responsibility for pest control shall be split between company employees and a
third party pest control company. The pest control program shall be managed by the
quality control section and routine inspections shall be conducted by the employees
in between contractor visits,
11. Employees shall report any openings, cracks, broken seals or other opportunities for
pest infestation to the quality control head.
12. The quality control head conducts internal checks on pest control points on a
weekly basis. Content of insect killers are collected on a daily basis and rodent traps
as the incidence happened and the counted and identified, and the controls shall be
effectively cleaned before they are put back.

5.3 preventive access

Building shall be kept in a good repair and condition to prevent pest access and to
eliminate potential breeding sites. Holes, drains and other places where pests are likely to
gain access shall be kept sealed, wire mesh screens, for example on open windows, doors
and ventilators, shall be installed to reduce the problem of pest entry. Animals wherever
possible, shall be excluded from the grounds of the factory.

1. Buildings shall be designed, constructed and maintained to avoid pests.

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 2. The building shall have barriers in place to protect against birds, rodents, insect and
other pests.
3. Doors and windows fit tightly and shall have screens to prevent entry of insects and
the doors shall be kept closed whenever possible.
4. Cracks and crevices that are ideal areas for insects to breed and hide shall be
eliminate in food Storage and handling area.
5. Exterior openings shall be kept tightly closed.
6. Holes shall not be around pipes and other inlet or outlets.
7. Where necessary, door sweeps/self-closing doors and food grade plastic
hanging/barriers shall be installed.
8. No porous surfaces. All surfaces shall be tight, smooth and water proof and shall be
easy to clean and do not shelter insects;
9. Roof and walls shall be water proof because all pests need water to survive;
10. Building exterior shall be protected from rodent and pest entry;
11. All doors shall be fully proofed, drains shall be covered with grills, surface of interior
walls shall be intact and ventilation grills in the utility room shall be screened with
no tears or holes.
12. The pest exclusion device shall be kept in good working condition and routine visual
inspection shall be conducted to check and replace plastic strips that are torn or
broken (if any);
13. Regular monitoring shall be conducted and steps taken to prevent or minimize the
entrance of pest, insects and contaminants (e.g no holes or unprotected openings,
whether stripping on exterior doors).

5.4 Harborage and Infestation

As attractive habitat in or around a factory increases the chances of pest problems, NDM
address and eliminates any rodent burrows, rodent runs and conditions that provide
harborage or may attract rodents or other pests to the factory or outside grounds.

1. The factory shall be clean thoroughly and sanitized where necessary to eliminate
food and water supply for insects/pests, to destroy insect eggs, and reduce the
number of places where pests can safely take shelter.
2. Potential food sources shall be stored in pest proof containers and/or stacked
above the ground and away from walls.
3. Areas outside food premises shall be also kept clean and where appropriate,
refuses shall be stored in covered pest proof containers.
4. The factory and surrounding areas shall regularly examined by a competent
person designated by the quality control head for evidence of infestation.
5. Pest infestations shall be dealt with immediately and without adversely affected
food safety or suitability.
6. The facility and grounds shall be free of harborage areas. These include but not
limited to; un cut weds, brush or tall grasses, improper storage of unused
equipment or materials presence of litter, waste and refuse or standing or
stagnant water.

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 7. The exterior of the factory shall be structurally complete or suitable for the
processing and packaging of milk and milk products. It shall be protected against
entry or harborage of pests as well as entry of external contaminants.
8. Food containers shall be stacked on pallets and enough space between stacked
containers and walls shall be allowed for cleaning and inspection.
9. Garbage containers shall be emptied at least daily in a proper disposal site
located outside the factory in to containers covered with lids.
10. Inside garbage containers shall be put in a suitable location and they shall be
large enough to prevent garbage overflow.
11. Food handling and storage areas shall be accessible for through cleaning.
12. Equipment spacing in the factory shall be adequate for cleaning and does not
accumulate dirt that attracts pests.
13. Proper lighting shall be important for insect control. Exterior lights shall be
placed away from the building to discourage insects from swarming near the
building.
14. Packaging waste materials shall be segregated into plastics, paper and metal and
stored in designated areas in the warehouse prior to removal.
15. Food waste material shall be in a covered external dump bin which shall be
collected daily and the storage area shall be kept neat, orderly and clean.
16. Areas surrounding the factory shall be free of debris and stagnant water and
shall be maintained to prevent or minimize harborage of pests and
contaminants.
17. Building exteriors shall be free of pest harborage sites such as obsolete
equipment, maintenance materials and pallets stored to close to facility
structures.

5.5 monitoring and detection

The factory utilizes a system that enables early detection of pests through monitoring to
see the levels of pest populations and effectiveness of the control processes and routine
inspection for detection focus on areas where pests are most likely to occur (receiving
areas, storage areas, employee break rooms, lockers, potential entry points, etc.)

1. Factory buildings and surrounding areas shall regularly be examined for

evidence of infestation.
2. Deliveries shall be thoroughly inspected for pests/pest infestation before
they enter the storage and processing site.
3. Screens/window/vents shall be regularly inspected.
4. Consignments that have signs of pest infestation shall be refused as per the
purchase agreement.
5. Daily cleaning routines shall supervised designed personnel in each unit.
6. Completions of all cleaning task daily against the master cleaning schedule
shall be supervised by the quality control head or designed personnel.
7. The factory shall have a schematic (map) indicated current placement of pest
control devices.

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 8. The condition of each pest control device shall be monitored periodically and
shall keep in good repair.

Exterior rodent monitoring device

Management of exterior rodent monitoring devices deters rodents from entering the
facility. Based on the detailed facility survey and map, exterior monitoring devices are
placed along the foundation walls on the exterior of the facility.

9. All exterior monitoring devices shall be inspected at least in two weeks.

These device shall be checked more often where activity level increase
during rainy seasons.
10. Exterior bait stations and storage of rodenticides and pesticides shall not
require as they are supplied by the pest control contractors when application
is conducted.

Interior rodent monitoring devices

Interior rodent monitoring devices identify and capture rodents that gain access to the
facility. Based on the detail facility map and survey, interior monitoring devices shall be
placed in sensitive areas specific to the rodent species, and other areas of pest activity
including;

1. Incoming material warehouses or primary storage areas for raw

materials.
2. Maintain areas with exterior access.
3. Staging areas where materials are placed after delivery from the
warehouse.
4. Finished product warehouse areas
5. Areas with the potential for rodent access due to traffic patterns or
activities that takes place
6. Overhead areas when roof rat activity is evident or likely.
7. High traffic areas
8. Both side of doors that open to the exterior of the facility.

Interior monitoring devices shall be placed along perimeter walls. Spacing and number of
traps shall be based on activity levels. Interior monitoring device shall be positioned,
cleaned and inspected at least weekly.

5.6 Eradication

In NDM, pest infestation shall be dealt with immediately and without adversely food safety
or stability. Treatment with different cleaning agents, where necessary, shall be carried out
without posing a threat to the safety or suitability of food.

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 1. Other than rodenticides and the pesticides sprayed on the external grounds, no
other pesticides shall be used at this factory.
2. Electrical killing devices shall be used for elimination of rodents and pests, no
chemical shall be used on a regular basis in this factory.
3. Flying insects shall be controlled with light lamps. High voltage light traps that
electrocute insect shall be placed at strategic areas (not closed to exposed food or
food contact surfaces).
4. Also flying insects shall be controlled with trapping glues.

6 Records

 The following records shall be retained;

 Pest inspection report.
 Pesticide application report

7 Related document

Document number Document title

Of /ndm Pest monitoring control form
Of/ndm Pest inspection form

12. Product information and consumer awareness

1. Scope

This procedure applies to employees engaging in providing information and

promoting the company.

2. Purpose

The purpose of this procedure is present the importance of product information in

ensuring that consumers have adequate information to avoid mishandling food and to
make informed choices regarding milk and milk products.

3. Definition

For the purpose of this document, the definition given in ISO/TS22002-1 2009 and
ISO22000; 2005 shall apply.

4. Abbreviations

NDM; Nata dairy manufacturing

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FSMS; food safety management system

PRP; prerequisite program

OP; operational procedure

5. Responsibility

Commercial department is responsible for this program.

6. Procedure

General requirement

Information shall be presented to consumers in such a way as to enable them to

understand its importance and make informed choices.

NDM provides appropriate information regarding the milk and milk products to ensure
that;

1. Adequate and accessible information shall be available to the next person in the
food chains o enable them to handle, store, and process, prepare and display the
products safely and correctly. Insufficient product information, and or
inadequate knowledge of general food hygiene, can leads to products being
mishandled at later stages in the food chain. Such mishandling can result in
illness, product becoming unsuitable for consumption.
2. The lot or batch can be easily identified and recalled if necessary. Lot
identification is essential in recall (if any) and also helps effective stock rotation.
Each containers of food shall be permanently marked to identify the producer
and the lot.
3. Consumers shall have enough knowledge of food hygiene to enable them to;

 Understand the importance of product information.

 Make informed choices appropriate to the individual.
 Prevent contamination and growth or survival of food borne pathogen by
storing, preparing and using it correctly.

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 13, Warehousing
1, scope

The procedure applies to employees engaged in handling of raw materials, intermediate

and finished products during storage.

2, purpose

The purpose of is to insure that both raw materials, intermediate and finished products are
stored in cleaned, well ventilated and dry storage areas to protect them from
contamination sources.

3, Definition

For the purpose of this document, the definition given in ISO/TS22002-1;2009 and
ISO22000;2005 shall apply.

4, Abbreviation

NDM; Nata dairy manufacturing

FSMS; Food safety management system

PRP; Prerequisite program

5, Responsibility

In the case of raw milk and finished products production department. For other raw
materials, ingredient and equipment commercial department for both issues quality
control department is responsible.

Procedures

General requirements

Materials and products shall be stored in clean, dry, well ventilated space well protected
from dusts, contamination, fumes, odors or other source of contamination. NDM finished
product storage facility shall be designed and constructed to;

1, permit adequate maintenance and cleaning

2, avoid pest access and harbourage

3, enables food to be effectively protected from contamination during storage

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4, provide an environment which minimize the deterioration of food (e.g by temperature
and humidity control)

5, segregate and personnel and traffic

6, store goods shall be protected from damage, contamination and deterioration

Warehousing requirement

NDM processed milk, milk product and the system required for dry and wet storage shall
be exercised in the factory.

These are temperature or humidity sensitive items stored at the facility. Despite those
humidity and temperature sensitive items, there are ingredients and finished products
which stored at ambient (uncontrolled) temperatures.

Storage condition of materials

Ingredient/product Storage Relative Storage conditions (secondary or tertiary

type containers, aisles, stacking height, pallets e.t.c
Temperature Humidity
Pasteurized milk 5oc Primary (packed in plastic films)

100cm aisles

1.10Stacking height

In plastic crates
Yoghurt 5oc Primary (packed in plastic cups)

no aisles

1.10Stacking height

In plastic crates
Standard cream 5oc Primary packed in plastic cups

no aisles

1.10Stacking height

In plastic crates
Butter 5oc Primary packed in plastic cups

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 No aisles

1.10Stacking height

In plastic crates
Raw milk 2-4oc Primary packed in cans, jar cans , stainless
road trucks

No aisle

No stacking height
Cottage cheese 5oc Primary packed in plastic bag

No aisles

1.10stacking height

In plastic crate
Input ingredients
Sugar Room Plastic bags with metal stand
temperature
No aisle

1.00stacking height

In wooden pallet
Cultures -18 In plastic Sacket in carton

No aisles

No stacking height

In refrigerator
Corn starch Room Plastic bags with metal stand
temperature
No aisle

1.00stacking height

In wooden pallet
Yoghurt flavor -18 In plastic jar cans

1.0aisles

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 No stacking height

On wood pallets
water
Rennet Room Plastic bottle
temperature
No aisles

No stacking height

In refrigerator
Food colour Room In plastic bottle
temperature
No aisles

No stacking height

On shelves

2. Adequate space should be maintained between raw stored materials to

allow effective cleaning and inspection. Procedures shall be followed to
guarantees the proper cleaning, inspection and monitoring for pest
activities in storage areas.
3. Raw materials and finished products shall be checked for unsanitary
conditions. Due consideration shall be given to measures necessary to
protect the lower layer.
4. Materials shall be used and shipped with suitable rotation to prevent
degradation.
5. Finished product shall be stored in a separated storage area from the raw
materials.
6. Waste materials all toxic chemicals including those intended for cleaning
and maintenance and non-product materials including equipment and
utensils shall be stored separately.
7. The facility shall have procedure and requirement regarding shelf life and
the release status of finished goods. The release of finished products shall be
dependent up on the customer or organization specification. Products
intended whether for big market or hotel or retailers shall be shipped with
suitable shelf life to prevent deterioration and shall be released on first in
first out (FIFO) and (FEFO) first expire first out principles.
8. Diesel powered fork lift trucks shall be not used in raw materials or product
in storage areas.
9. Packaging materials shall be stored away from raw materials and finished
product in a designated areas.
10. Raw materials inventories shall be maintained at reasonable volumes to
avoid excessive age and insect infestation.

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 11. Storage areas shall be provided with adequate lighting and shall be shielded.

5.3. Vehicles, conveyances and containers

NDM uses its own and contracted vehicle for transporting both raw materials and finished
milk and milk products respectively. NDM ensures the safety and suitability of incoming
and outgoing materials during transportation. It also verifies that vehicles be suitable for
the transportation of milk products and raw materials.

1. Vehicles conveyances and container for transporting milk and milk product and raw
material for the factories as well as the finished product shall be kept in an
appropriate state of cleanliness, repair and condition. NDM inspects on receipt and
prior to loading to insure vehicles are free from contamination and suitable for the
transportation of food
2. Where the same conveyance or container are used for transporting foods, or non-
foods, effective cleaning and where necessary, disinfect shall be take place between
loads.
3. Containers shall be loaded arranged and unloaded in a manner that prevents
damage and contamination of the food.
4. Vehicle, conveyances and containers shall provide protection against damage or
contamination of the product. They shall be designed and constructed so that they;

 Do not contaminate foods or packaging

 Can be effectively cleaned and where necessary, disinfected
 Permit effective separation of different foods from non-food items where
necessary during transport
 Provide effective protection from contamination, including dust and fumes
 Can effectively maintain any temperature, humidity atmosphere and other
conditions necessary to protect food from harmful or undesirable microbial
growth and deterioration likely to render it unsuitable for consumption; and
 Allow any necessary temperature, humidity and other condition to be
checked.

5. Bulk containers such transportation of raw milk shall be dedicated to food use only
6. Where the same carries are used for food and non-food load (eg dual use)
procedures shall be in place to restrict the type of nonfood loads to those that do not
pose a risk to subsequent food loads after an acceptable cleaning or to food loads in
the same shipment.
7. Inspection procedures shall be implemented for all inward bound and outbound
vehicles and containers.

 Raw materials deliveries received by the NDM shall include a visual

inspection, vehicle cleanliness (appearance and odour), integrity of the raw
material packaging including batch codes and product descriptions details.

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  Outbound inspection of vehicles shall be managed by NDM and the
procedures includes a check on the cleanliness of the vehicle, presence of
pests and any foul odour prior to loading finished products.

8. Bulk system and unloading areas are high activity location that could introduce
external contaminants into the facility. Proper receiving practice ensure protection
during unloading

 Bulk system and unloading areas shall be installed and maintained to

prevent adulteration of raw materials and finished product.
 If present, security seals on bulk containers hatch or other shipping
containers shall be checked against the seal number on the bill of lading to
verify that the numbers match.

6, Records

The following records shall be retained

Warehouse inspection report

7, Related documents

Document number Document title

1 Warehouse monitoring control form
2 Warehouse inspection form
3

14, prerequisite programs management procedure

1, purpose

The purpose of this procedure is to prevent or eliminate food safety hazards or to minimize the
likelihood of food safety hazards being introduced through the work environment to control
chemical, biological and physical contamination of the products including cross contamination
between products and to control food safety hazard level in the product and product processing
environment.

2, Scope

This procedure applies to any company function or department that may have un impact
directly or indirectly on food safety.

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3, Process owner

The food safety team is responsible for developing the prerequisite programs for ensuring that
PRPs are implemented ,monitored and maintained.

The food safety team leader is responsible for putting together a food safety teams, ensuring
PRPs are communicated to the appropriate parties and periodically review PRPs.

Department manager are responsible for carrying out their duties in accordance with the
relevant PRPs and report on their PRP related work. Department managers are also responsible
for assigning

1. Hand washing procedure

Hand washing procedure

1. WET HANDS AND FOREARMS THOROUGHLY APPLY HAND SOAP.
2. RUB PALMS TOGETHER.
3. RIGHT PALM OVER LEFT AND LEFT PALM OVER RIGHT
4. PALM TO PALM FINGER INTERLACED.
5. BACK OF FINGERS TO OPPOSING PALMS WITH FINGERS INTERLOCKED.
6. ROTATIONAL RUBBING, BACKWARDS AND FOREWARDS WITH CLASPED
FINGERS OF RIGHT HAND IN LEFT PALM AND VICE VERSA
7. RINSE AND DRY HANDS AND FOREARMS THOROUGHLY.

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