Quality management

1. QUALITY MANAGEMENT SYSTEM
ISO9001:2015
EMPLOYEE HANDBOOK

2. INTRODUCTION
• In today’s competitive world, one of the things that separate
leading companies from the rest is QUALITY.
• Even at MSM we must work continually improving things to
make sure we stay ahead of our competitors.
• At MSM, we have decided to introduce a Quality Management
Systems (QMS) based on the ISO 9001:2015 standard.
• This handbook will explain what QUALITY is, and what WE are
doing at MSM to improve our QUALITY MANAGEMENT.

3. MSM QUALITY POLICY
Meet, and where possible, exceed customer requirements by
focusing on continual improvement of business processes and
quality of products & services;
Successfully implement all applicable requirements and
certification of ISO 9001:2015 Quality Management System, and
comply with all Mongolian laws;
Maintain communication and understanding of the Quality Policy
as the framework for developing employees’ competence to
achieve the quality objectives;

4. WHAT IS ISO?
ISO is the organization that establishes international
standards, many are product specifications, but there are also
for management standards:
 Quality Management Systems (9001)
 Environmental Management System (14001)
 Occupational Health & Safety (45001)
165 countries are members of ISO, including the US.
ISO develops all kinds of standards, such as traffic symbols,
material standards, inspection practices, and more.

5. WHAT IS ISO?
Quality is about meeting customer
requirements – all those things that
please customers, and keep them
coming back………
why does that matter?
Well, without customers we have no
business!
Quality matters to your customers

6. MSM Business Process
Our business is a
series of processes -
that starts and finish
with our EXTERNAL
customers. But
Inside MSM we have
INTERNAL
customers &
INTERNAL suppliers
that receive and
deliver inputs and
outputs for each
process- YOU!

7. Quality must be companywide in
everything we do!
Our focus must be on preventing
errors by ensuring the processes
operate correctly, everyone must know
• what to do,
• how to do it,
• how we measure for correctness,
and
• what action to take if it is not
correct.
Only then can we deliver the correct
output to your customers
Never assume you know what your
CUSTOMER wants – check / ask them?
The only way of Knowing is to Agree the
requirements?

8. MEETING CUSTOMER
REQUIREMENTS
All of the interested parties want the organization to meet their
particular requirements and expectations;
 External customers – our product/service/communication
 Suppliers – selection / supply contracts
 Employees – job security / fair pay
 Society – Business ethics / regulations
 Shareholders – Return on investment
To achieve this requires teamwork and this means everybody
DOING THINGS RIGHT - RIGHT FIRST TIME - EVERY TIME!

9. WHAT IS PROCESS
To make sure that our processes are effective (done in the right
way), and efficient (at the right cost) we must know
1. Who is responsible for it? | 2. What is required to be done?
3. When is it to be done? | 4. Where is it to be done?
5. Why is it to be done there / in that way?
We must also know where the
inputs come from, and where the
outputs go to – for short SIPOC

10. WHAT IS YOUR ROLE IN QMS?
Our aim is continual Quality Improvement
Your role in the QMS is to ensure that you know how your
job is to be done – not just what, when and where, but also
how to ensure it meets the customer specification – you
must;
 Support the quality policy
 Work toward achieving your quality objectives
 Understand the company processes
 Follow company policies
 Be aware of procedures
 Be involved and help with internal audits
 Report if something is not right or does not work correctly
 Look for improvements
 Try to reduce or eliminate waste
This will require
a “commitment
to Quality” from
everyone,
working together
we must not let
QUALITY slip
back.

11. What is CAPA system?
One of the requirements of ISO 9001:2015 is that the company must
continually improve, its quality of products and services.
In order to do this, we have implemented the CAPA system.
CAPA is aimed to eliminate causes of non-conformities or other undesirable
situations.
CAPA is used to report EXISTING problems, or things that require a change in
order to prevent a recurrence.
It is also used for preventive action, to report potential problems, or to prevent
occurrence.
It is also used for any employee suggestion for improvement.
Identify & Notify
Submit /
Acknowledge
Investigate / Root
Cause of Analysis
Implement /
Correct the issue
Close

12. Where to find CAPA notice form?
Identify & Notify
The regulating documents of the CAPA
system such as policy, procedure and the
CAPA Notice form are located in MSM
Intranet (accessible for all staff) as follows:
A hard copy of the CAPA notice form is
printed in the HSE booklet TAKE 5
The only rule for submitting one of these
is that the issue you are reporting be
somehow quality related.
• Do not “write up” people
• Do not “grind axes”
• Make a quality case for your issue!

13. How the corrective actions will
take?
Submit / Acknowledge
Submit the filled CAPA Notice to the:
• QMS Leader, who is responsible of your
Department: (see next slide); or
• QMS Manager; or
• Direct Management of your Department;
Investigate / Root Cause Analysis
• Relevant Department shall complete;
Implement / Correct the issue
• Assigned employee of the Department
shall correct the issue within the agreed
due date;
Close
• Relevant Department Head to review the
corrections and sign to close the issue;

14. QMS TEAM - QMS Leaders
Photo Name & Position Responsible Departments
Bayasgalan.T
QMS Manager
Support Departments (HSE,
Logistics, Information System,
Admin, Legal)
Gereltsetseg.N.
Sales
Administrator
Automotive Sales
Department
Munkhchimeg.D
Admnistrator
Industrial Sales & Rental
Departments
Enkhsaikhan. E
Administrator
Industrial After Sales &
Agriculture Departments
Batkhishig.L
Chemical
Specialist
Chemical Sales Department
Photo Name & Position
Responsible
Departments
Munkhzaya.L
Director, Mixing
Plant
Chemical Mixing Plant
Munkhtsetseg.S
Chief Accountant
Finance & Accounting
Department
Altanzul.P
Human Resources
Manager
Human Resources
Department
Otgonchimeg,M
Brand Manager
Betastar LLC
Purevsuren.B
Customer
Relations Manager
Automotive After Sales
Department

15. Quality Improvement Cycle
Understand Customer s Requirements
Meet Customer s Requirements
Measure Sucess
Keep Improving
It’s Our QMS

16. Where “Quality Matters” everyday