Measurement, Analysis

and Improvement

Quality Management System Procedure

QMS-PRD-003
 PT BUKIT BERKAT Document No. QMS-PRD-003
BERSAMA
Revision No. 00
Date 03 Mar 2023
Measurement, Analysis and
Improvement Page Page 1 of 8

NAME POSITION SIGNATURE DATE

Prepared QA & QC

Project Services
Checked
Coordinator

President
Approved
Director

DISTRIBUTION CONTROLLED COPIES

1. Director 6. Procurement
2. MR 7. HRD
3. HSE 8. QA & QC
4. Project 9.
5.Marketing 10.

This document has been validated and controlled when it is stamped “ORIGINAL” or
“CONTROLLED COPY”.

Users of “UNCONTROLLED COPY” are suggested to check for original document

kept by Document Controller to ensure the validity of this document.
 PT BUKIT BERKAT Document No. QMS-PRD-003
BERSAMA
Revision No. 00
Date 03 Mar 2023
Measurement, Analysis and
Improvement Page Page 2 of 8

DOCUMENT CHANGE RECORD

Revise Reviewed Approve

Rev. Date Description
d By By d By
 PT BUKIT BERKAT Document No. QMS-PRD-003
BERSAMA
Revision No. 00
Date 03 Mar 2023
Measurement, Analysis and
Improvement Page Page 3 of 8

TABLE OF CONTENTS

1. Purpose................................................................................................................4
2. Scope....................................................................................................................4
3. Definitions............................................................................................................4
4. Responsibilities...................................................................................................4
4.1 Quality Manager / Management Representative...................................................4
4.2 President Director..................................................................................................4
4.3 Department Managers...........................................................................................4
4.4 Engineers..............................................................................................................4
5. References...........................................................................................................5
6. Procedures...........................................................................................................5
6.1 Objectives and Targets.........................................................................................5
6.2 Monitoring and Measurement................................................................................5
6.3 Review and Analysis.............................................................................................6
6.4 Improvements........................................................................................................7
6.5 Documentation and Records.................................................................................7
7. General Requirements........................................................................................8
8. Related Documents.............................................................................................8
9. Appendices..........................................................................................................8
9.1 Appendix A : Objectives – Monitoring, Measurement & Report Matrix.................8
9.2 Appendix B : Performance Monitoring Sheet........................................................8
9.3 Appendix C : Client Satisfaction Feedback Record...............................................8
9.4 Appendix D : Contractor / Vendor-Supplier Performance Evaluation Sheet.........8
 PT BUKIT BERKAT Document No. QMS-PRD-003
BERSAMA
Revision No. 00
Date 03 Mar 2023
Measurement, Analysis and
Improvement Page Page 4 of 8

1. Purpose

The purpose of this procedure is to define ways PT BUKIT

BERKAT BERSAMA intends to monitor, measure, analyze and
improve processes needed to demonstrate:
a) OWNER / CLIENT satisfaction.
b) Conformity of BBB supplied product or rendered
service.
c) Conformity to the documented quality management
system.
d) Evidence of BBB’s intention to continuously improve
the quality management system.

2. Scope

This procedure covers the implementation of the quality

management system by BBB organization in general and by each
business stream, department, and in all BBB projects in particular.

3. Definitions

BBB PT Bukit Berkat Bersama

MDR Master Document Register
IDC Inter Discipline Check
DCC Document Control Center

4. Responsibilities

4.1 Quality Manager / Management Representative

BBB Quality Manager / Management Representative are

responsible for the control and monitoring of this procedure.

4.2 President Director

President Director of BBB sets the overall quality improvement

objectives and targets of the BBB organization through the Quality
Policy and provides the resources and facilities to achieve the set
objectives and targets.

4.3 Department Managers

Department Managers are responsible for the setting and

attainment of the quality improvement aims and targets in his
business unit or stream.
 PT BUKIT BERKAT Document No. QMS-PRD-003
BERSAMA
Revision No. 00
Date 03 Mar 2023
Measurement, Analysis and
Improvement Page Page 5 of 8

4.4 Engineers

All Engineers shall contribute in the successful implementation of

this procedure by providing input for the achievement of the
organizations set objectives and targets in general and their
department or project’s aims in particular and for the continuous
improvement of the documented quality management systems.

5. References

ISO 9001:2015 – Clause 9.1.1, 9.1.3, 10.1, 10.3

ISO 14001:2015 – Clause 9.1.1, 9.1.3, 10.1, 10.3
ISO 45001:2018 – Clause .1.1, 9.1.3, 10.1, 10.3

6. Procedures

6.1 Objectives and Targets

6.1.1 BBB President Director sets the organizations objectives and

targets based on the Quality Policy set out in the Quality
Management System while and Department Manager sets out their
own measurable quality objectives and targets and continuous
improvement plan of actions as inputs.

6.1.2 BBB Quality Manager and BBB President Director review the input
from the Department Manager and provide further inputs for the
successful execution of plan of actions to fully achieve the quality
improvement aims.

6.2 Monitoring and Measurement

6.2.1 Department Managers implements and executes the plan of

actions, and assigns/assumes related functions including but not
limited to the following:

a) Monitor and report progress, review results, revise plans and

indicators needed and maintain documented performance
record of his team.
b) Seek, obtain, and review Customer feedback, provide
comments or revise and implement plans to address/correct
negative feedback from Customer and ensure desired quality
of product and/or services provided.
c) Evaluate and document Vendor / Supplier performance,
recommend and coordinate with Vendor / Supplier the
corrective measures for the improvement of product or
services provided.
 PT BUKIT BERKAT Document No. QMS-PRD-003
BERSAMA
Revision No. 00
Date 03 Mar 2023
Measurement, Analysis and
Improvement Page Page 6 of 8

d) Constant communication with Department Managers and BBB

Quality Manager or his representative through written report
and properly minuted periodic meetings where the following
are reviewed and/or addressed:
 Progress.
 Status of outstanding actions.
 Status of critical action items.
 Information needed and requested by any or all parties.
 Work Plan for next period.
 Major Quality issues.
 Any other issues that requires resolution.

6.2.2 Department Managers, Project Managers and BBB Quality

Manager or their deputies acts singly or collectively in identifying
and reporting nonconforming products and services. Following
methods are applied to address and correct non conformances:

 Segregate the detected nonconforming product to prevent

inadvertent use.
 Disposition the nonconforming products or services by
rejection, rework, authorizing its use, release or acceptance
under concession by Owner / Client or authorized third party.
 Subject the corrected product to re-verification to demonstrate
conformity to specified requirements.

6.2.3 Periodic internal audit is planned and facilitated by the BBB Quality
Manager to:

 Monitor effectiveness of the documented quality management

system
 Significant audit findings are investigated for potential causes,
verify implementation and efficiency of corrective and
preventive actions applied.
 Determine and identify revisions and/or additions to processes
that are geared towards or for use in improving the existing
quality management system.

6.3 Review and Analysis

6.3.1 Project performance data is reviewed, analysed and evaluated by

the Project Manager to confirm achievement of set goals. Results
of evaluation are used in revising processes and procedures to
improve or upgrade achievements in the project.

6.3.2 Vendor / Supplier performance is further reviewed by Department

Manager and BBB Quality Manager to identify areas for
improvement and recommend strategies / measures to raise
Vendor / Supplier performance to the desired or higher level.
 PT BUKIT BERKAT Document No. QMS-PRD-003
BERSAMA
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Date 03 Mar 2023
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Improvement Page Page 7 of 8

6.3.3 Customer Feed Back is also subject to review, analysis and

evaluation by Department Manager and BBB Quality Manager who
shall recommend and effect the application of measures to
increase confidence level or satisfaction of Owner / Client to the
product or service the Client / Owner raised an issue.

6.3.4 Audit findings reports and audit close out reports are agenda
material in Management Review Meeting wherein likely causes,
corrective and preventative measures are noted for used in
revision to processes and procedures that will improve the quality
management system.

6.3.5 Management Review Report shall contain “lessons learned” for

each and all critical issues addressed and corrected. These
lessons learned shall be used in creating changes and revisions to
the involved processes and procedures to enhance effectiveness
of the quality management system.

6.4 Improvements

Results of review and evaluation of the organizations’

accomplishments, corrective and preventative actions taken to
eliminate a non conforming item or condition and prevention of re
occurrence of the same are used or referred to in order to revise
actions and measures that are certain to enhance performance of
the organization and upgrade the quality of a product or service it
provides.

Lessons learned shall serve as a tool and material to compose

and create changes that are applied or made to processes and
procedures to continuously improve the quality management
system and ensure Client satisfaction with product or service
provided.

6.5 Documentation and Records

The documents and records that are generated and referred to in

collating performance data are:

 Objectives and Targets Report

 Vendor / Supplier Performance Evaluation Record
 Customer Feedback
 Audit Reports
 Project Close Out
 Management Review Report
 PT BUKIT BERKAT Document No. QMS-PRD-003
BERSAMA
Revision No. 00
Date 03 Mar 2023
Measurement, Analysis and
Improvement Page Page 8 of 8

7. General Requirements

7.1 Objectives and targets shall be tangible, measureable and

consistent with the Quality Policy.

7.2 The means and time frames for achievement of objectives and
target shall be clearly defined.
Measurement of achieved results and its analysis shall be the
basis for the framework of policy changes and plans and actions
for continuous improvement.

8. Related Documents

 Quality Management System Manual:

 Management Review: QMS-PRD-001
 Quality Audit: QMS-
PRD-002

9. Appendices

9.1 Appendix A : Objectives – Monitoring, Measurement & Report

Matrix
9.2 Appendix B : Performance Monitoring Sheet
9.3 Appendix C : Client Satisfaction Feedback Record
9.4 Appendix D : Contractor / Vendor-Supplier Performance Evaluation
Sheet
 F-QMS-PRD-003-01

Appendix A: Objectives – Monitoring, Measurement & Report Matrix

 F-QMS-PRD-003-01

Quality Management System

Objectives – Monitoring, Measurement & Report Matrix
Activity Responsible Input Required Record
Objectives & Targets
Establish ‘measurable’
performance objectives by: Quality Improvement
 Company President Director Dept. Managers & Objectives & Targets.
(PD) Quality Manager (QM) Memoranda / Report /
 Business Stream Department (DM) President Director, QM Overview Register (F1&
and DM F2) and copy to QM.
 Department Project Manager
(See also People
(PM) DM and QM
 Project Performance Program for
QM and DM individual objectives &
Project Director /QM
Assign monitoring F1 –Appendix A (this
PD//DM/PM QM or COORDINATOR
responsibility. form)
Monitor & report progress as F1 copy to next level of
required. DM/PM PD and QM management/QM or
COORDINATOR
Review / revise indicators F1 copy to next level of
DM/PM PD and QM
management/QM
Maintain performance record DM/PM/QM/PD PD and QM Performance Records
Customer Feedback
Seek Customer Feedback Customer Feedback Form
PM Customer
- F3
Review response and F3
PM Project Team
comment accordingly
Forward F3 to PD / QM / F3
PM
COORDINATOR
Supplier Performance
Evaluate performance Performance Feedback
PM/DM/QM Project Team
(F4)
Forward F4 to QM, Contracts F4 on file
PM/DM
/ Purchasing Managers
Maintain Performance file Contractor/Supplier
DM/QM
Records
Analysis & Reporting
Collate Performance Data QM files
from:
 objectives & targets DM/PM/Project Quality F1 and F2
DM/QM F3
 customer feedback Rep.
 project closeout Project Close Out Report
 audits Audit Reports
Prepare Management PD/DM/PM and Project Management Review
QM
Review Report Quality Rep. Report
(Customer complaints shall be dealt with as specified in PRD-PM-009)
 F-QMS-PRD-003-02

Appendix B: Performance Monitoring Sheet

 F-QMS-PRD-003-02
Quality Improvement; Performance Monitoring -Objectives and Targets (Overview)

Relating to …………………………………………… (Page 1 of )

Current Status Interim

Objectives Target Date Responsible % Achieved
(if applicable) Review Req.

Prepared by: Approved by

:

Date: Date:
 F-QMS-PRD-003-03

Appendix C: Client Satisfaction Feedback Record

 F-QMS-PRD-003-03

CLIENT SATISFACTION QUESTIONNAIRE – FEEDBACK RECORD

Client : Project Manager :

Project : Project Reference :

Services Provided : Date Awarded :

BBB would appreciate your evaluation of our performance on your project. Our aim is to identify any actions necessary to improve levels of satisfaction with our services. We would be grateful
for your co-operation in providing feedback which will help us to continually improve our ability to meet the needs of our clients.
Client’s Representative (person completing form for client)
Name : Position : Date :
Or N/A if not
Marking System : 1 Poor 2 Below Average 3 Average 4 Above Average 5 Outstanding
applicable
Please tick one box per line 1 2 3 4 5 Particular comments (continue on a separate page if necessary)
Meeting your need and responsiveness to your requirements
Keeping to program and delivery of items on time
Effective project management control and reporting
Contribution to keeping total project costs within budget
Quality of Deliverables
Professionalism, expertise and technical standards
Working relationships with your staff
Working relationships with other organizations involved
Other (please state):
What are BBB’s main strengths and weaknesses? Are there any
improvements in our services which you would like to see?

What service would you expect BBB to provide for you now or in the
future?

Any comments? (e.g. what differentiates BBB from its competitors?)

BBB operates a Quality Management System registered as conforming to BS EN ISO 9001. This form is designed
Please tick here if you have attached
to comply with the Client feedback requirements of BS EN ISO 9001 - 2008. Please return the completed form to
comments on separate sheets
the Group Quality Manager or to the President Director.
 F-QMS-PRD-003-04

Appendix D: Contractor / Vendor-Supplier Performance Evaluation Sheet

 F-QMS-PRD-003-04

CONTRACTOR / SUPPLIER PERFORMANCE EVALUATION

Services Provider : PO / Contract No :

Project : Date Issued :

Services Provided : Date Complete :

The Service Providers performance shall be evaluated by the Contracts / Procurement Manager with input from other disciplines as appropriate to the scope of supply. See below.

Name: Position: Date:

Marking System: 1 Poor 2 Below Average 3 Average 4 Above Average 5 Outstanding Or N/A if not applicable

Please tick one box per line 1 2 3 4 5 Particular comments (continue on a separate page if necessary)

Meeting our needs and expectations

Maintaining program and delivery schedule

Efficient Project Management, control and reporting

Effective HSE Management, control and reporting

Maintaining costs within budget

Quality of deliverables / services provided

Professionalism, expertise and technical standards

Adherence to documentation requirements

Working relationships with project team / interfaces

Other (Please state): “After sales service or communications” Client/Purchaser satisfaction survey.

Evaluation agreed by: Project Director / Project Manager / Group Quality Manager (Signature & Date)