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1、Address Line 1Address Line 2Address Line 3Address Line 4 PostcodeTeleph one No.WebsiteBus in ess Man ageme nt ManualThis Manual has bee n developed in accorda nee with the follow ing sta ndards:ISO 9001:2021ISO 14001:2021045001:2021Document title:Integrated Management ManualDocument number:M01Prepar
2、ed by:Name hereReviewed by:Name hereVersion and date:RO -dateIntegrated Management System ManualM01RO -Date hereCOMPANY_X Name or LogoTable of ContentsDefinitions 41.OGeneral 52.OIndexing and Revision Status 53.OCompany Background 64.OAbout COMPANY_X 64.1 What Influences our Organisation 64.2 Expect
3、ations of Interested Parties 74.3 Scope and Applicability 74.4 The Management System 74.4.1 System Implementation 84.4.2 System Validation 85.O Leadership 85.1 Leadership and Commitment 85.1.1 Leadership and Company Management 85.1.2 Customer Focus 85.2 Strategic Policy Management 95.2.1 Policies 95
4、.2.2 Communicating our Policies 95.3 Implementing our Policies 96.OPlanning 1O6.1 Identifying Risks and Opportunities 1O6.2 Company Objectives & Targets 1O6.3 Change Management 117.OSupport 117.1 Resources 117.1.1 General 117.1.2 People 117.1.3 Infrastructure 117.1.4 Environment 127.1.5 Monitoring a
5、nd Measuring Resources 127.1.6 Organisational Knowledge 127.2 Competency 127.3 Awareness 137.4 Communication 137.5 Documented Information 137.5.1 General 137.5.2 Creating and Updating 147.5.3 Control of Documented Information 148.O Operation 158.1 Operational Planning and Control 158.2 Requirements
6、for Products and Services 168.2.1 Customer Communication 168.2.2 Determining Client Requirements 168.2.3 Review of Client Requirements 168.2.4 Changes to Requirements 178.2.5 Emergency Planning and Response 178.3 Design and Development of Products and Services 178.3.1 General 178.3.2 Design & Develo
7、pment Planning 178.3.3 Design & Development Inputs 178.3.4 Design & Development Controls 178.3.5 Design & Development Outputs 188.3.6 Design & Development Changes 188.4 Control of Externally Provided Processes, Products and Services 188.4.1 General 188.4.2 Type and Extent of Control 188.4.3 Informat
8、ion for External Providers 198.5 Service Provision 198.5.1 Control of Service Provision 198.5.2 Identification and Traceability 198.5.3 Client Property 198.5.4 Preservation 2O8.5.5 Post Delivery Activities 2O8.5.6 Control of Changes 2O8.6 Release of Products and Services 2O8.7 Control of Project Iss
9、ues and Incidents 2O9.O Performance Evaluation 219.1 Monitoring, Measurement, Analysis and Evaluation 219.1.1 General 219.1.2 Client Satisfaction 219.1.3 Analysis and Evaluation 219.2 Internal Audit 229.3 Management Review 221O.OImprovement 2310.1 General 2310.2 Non Conformity and Corrective Actions
10、 2310.3 Continual Improvement 2411.OStandard Cross-Referencing 254DefinitionsTermDefinitionIMSIntegrated Management System, complying with the requirements of ISO 9001:2021, ISO 14001:2021 and ISO45001:2021.isCompliantCloud based (online) management systemControlled DocumentA document which forms an
11、 integral part of the management system. These include the policies and procedures relating to the system and templates / forms for records.Management RecordA management record is a collection of records or registers, stored within isCompliant.RecordA record is produced from the completion of a temp
12、late or a form, stored within a module of isCompliant.Integrated Management System ManualM01RO -Date hereCOMPANY_X Name or Logo101.0 GeneralCOMPANY_Xhave desig ned and impleme nted this Bus in ess Man ageme nt Man ual as a means of en suri ng that a quality service and product is provided in a safe
13、manner whilst address ing all releva nt en viro nmen tal impacts. The man ual has bee n created to ide ntify the key tasks in volved for the successful provisi on of our products or services and to provide us with a tool that can be used to continually improve what we do.Hyperl inks with in this doc
14、ume nt will take you to the live areas of our cloud based man ageme nt system, isCompliant. This is only accessible if you are a COMPANY_X employee and have the appropriate authorisati ons.isComplia nt here. The Man ual willIf you have the releva nt authorisati ons you will be able to gain access to
15、provide the gen eral in formati on on the processes used to man age2.0 Indexing and Revision StatusThe numbering of this integrated management manual broadly follows the numbering used in ISO 9001:2021, adapted for the additi on al requireme nts of ISO 14001:2021 and ISO45001:2021 where appropriate
16、. This Man ageme nt Man ual is only valid if all pages are at the same issue level as show n on the front page.Edit ing the releva nt secti ons, adapt ing the issue level in the Revisi on In dex and headers, and re-issu ing the en tire docume nt electro ni cally will make updates to this man ual. Re
17、leva nt parties will be automatically notified of any updates to this action via our document alerts.3.0 Company BackgroundEnter basic details about the company in here; when they were established, what they do, any major milestones etc.4.0 About COMPANY_X4.1 What Influences our OrganisationCOMPANY_
18、X s purpose is to enter details here, e.g. to providing a superior project and excellent customer service.In doing so, COMPANY_X recog nise that this can only be achieved by man agi ng any situati on that can in flue nee, either in ter nally or exter nally the way we deliver our service.The External
19、 In flue nces can be found in the Orga ni sati onal PESTECAssessme nt in the Risk Assessments Module. The Assessme nt deals with the Political / Legislative, Econo mic, Social / Cultural, Tech no logical, Environmental and Competition risks. This assessment is reviewed annually or whenever a major c
20、hange to an in ter nal or external in flue nce occurs.The In ter nal In flue nces can be found in the Process-drive n Risk Assessme nts in theRisk Assessments ModuleThe follow ing In ter nal and exter nal in flue nces have bee n summarised from the risk assessme nts in isComplia nt.4.2 Expectations
21、of Interested PartiesThe followi ng expectati ons have bee n ide ntified for both in ter nal and exter nal stakeholders.TypeStakeholdersExpectationsExternalE.g. SuppliersE.g. Consistent and fair approach to procurement. Fairly reimbursed for services or products.InternalShareholdersE.g. A suitable r
22、eturn on investment. Verification of competent and suitable decision making within the organisation.4.3 Scope and ApplicabilityThis man ual has bee n created to provide guida nee on howCOMPANY_X man age their activities in a safe andeffective manner whilst minimising our effects on the environment.T
23、he docume nt is applicable to the follow ing COMPANY_X activities:“ Enter the description of the company s activities here.These controls will be implemented and followed on our operations which occurboth in the UK and abroad .A Business Process Map (MR00-01), outli ning the mai n processes withinCO
24、MPANY_X and how they in teractcan be found on isComplia nt.4.4 The Management SystemCOMPANY_Xma nages all in ter nal processes using a cloud based soluti on called isComplia nt.The man ageme nt system segregates all bus in ess processes (excludi ng finance and direct clie nt relati on ship managemen
25、t) into 15 modules. Each module details what is required to maintain complianee with the COMPANY_Xi nternal processes in order to meet the expectati ons of both in ter nal and exter nal in flue nces.The processes address all activities including operational, strategy, environmental and occupational
26、health and safety.4.4.1 System ImplementationAll inputs have been identified in either isCompliant or process specific procedures.Required outputs have been detailed in the procedures that govern the modules and the project processes.Any processes that require indicators to validate that a process h
27、as been correctly implemented are either automated with the isCompliant Reporting function, or reviewed during periodical process audits.Responsibilities necessary to implement the above processes are detailed in the COMPANY_X procedures, responsibilities matrix and live system actions.Resource gaps
28、 will be highlighted and rectified during management team meetings and process reviews.All risks and opportunities are addressed at a strategic level in the company PESTEC and the process driven risk assessments located in the isCompliant Risk Assessments Module.All processes are subsequently review
29、ed and assessed for effectiveness on a periodical basis as detailed in the Audits Module of isCompliant.4.4.2 System ValidationAll internal processes related to the management system are periodically reviewed for compliance. In addition to this, isCompliant monitors key indicators and alerts the rel
30、evant personnel of deviation form expected outputs.This includes alerting the relevant parties of late actions, audits or meetings, assets requiring calibration or servicing, late staff appraisals, or documents requiring review.5.0Leadership5.1 Leadership and Commitment5.1.1 Leadership and Company M
31、anagementCOMPANY_Xplace a great deal of emphasis on leadership within the management team by having active roles in both operational and strategic parts of the business.Due to the nature of the management system, all management actions can be traced back to originator and actionee. In addition to th
32、is all actions are automatically allocated to the relevant business processes, thus enabling the management team to monitor the areas of the business that are performing well and those that require improvement.5.1.2 Customer FocusThe COMPANY_X management team ensure that delivery of a service in lin
33、e with customer expectations is delivered by:1. Ensuring that we are offering a service or product that is in line with statutory and regulatory requirements.2.3.4.5.6.7.8.Discussing with the client / customer their existing situation and gaining a detailed understanding (where applicable) of their
34、general working environment / requirements .Discussing with the client / customer the services and products available and assist in identifying what best suits their needs.product .Ensuring that we identify and confirm client requirements prior to agreeing to provide the service or, asnedxmpeitcigt
35、attiionngswhere possible.Identifying any possible risks to customerProviding the service / product to the customer at the highest possible standard.Once each sale is completed, reviewing our delivery for effectiveness and improvement opportunities, whilst offering continued support.Gaining feedback
36、from customers on strengths and weaknesses.Ensuring that the customer resquirements are met is the key objective of COMPANY_X. By following set procedures, COMPANY_Xensures consistency and quality in a safe working environment with limited impact on the environment.In order to achieve the objective
37、of improving customer satisfaction, COMPANY_X seeks feedback from customers on a formal / informal basis and acts on recommendations made.5.2 Strategic Policy ManagementCOMPANY_Xensures that it remains in line with its overall strategic direction by following a series of business policies.5.2.1 Poli
38、ciesThe policies are designed to communicate why we operate in the way we do, and how we maintain our strategic direction.Add example from policy, e.g. commitment to employee wellbeing, protection of the environment etc. In order to actually achieve those policies we will set company objectives and
39、risk assess our processes in order to ascertain the best possible procedure.All policies are reviewed annually or when an internal or external influence requires.5.2.2 Communicating our PoliciesAll public and private COMPANY_Xpolicies can be found on enter storage details here, e.g. company server /
40、 intranet etc. . Where necessary there may be Restricted Policies (such as financial) that are only available to upper management.Where necessary, these policies are made available to external interested parties.All staff are made aware of the policies during the induction process and notified shoul
41、d any changes take place.5.3 Implementing our PoliciesAll major responsibilities required to implement the COMPANY_Xpolicies are document and communicated via the responsibilities matrix and isCompliant.System and business performance is communicated both from the management team to the Directors, a
42、nd likewise from the Directors to the management team where appropriate.All COMPANY_X employees / line managers /senior managers have the ability to report incidents or issuesdirect to the management team and Directors. Where applicable, automatic RACI reporting is implemented across the orga ni sat
43、i on.Where an expected output is required to validate conformity, the responsible person or role will be defined and commu ni cated.All processes with in the orga ni sati on are mon itored for performa nee, both good and bad, via the isComplia nt report ing tool. The process performa nee is mon itor
44、ed at a freque ncy ide ntified by top man ageme nt.6.0 Planning6.1 Identifying Risks and OpportunitiesCOMPANY_Xhave adopted a risk based approach to develop ing compa ny procedures.RiskAssessmentsCOMPANY_X recognise the significant safety mitigations, potential environmental impacts and opportunitie
45、s for improvement can be identified through the risk assessme nt process.All COMPANY_X Process are risk assessed prior to the establishment of a final working procedure. The procedure takes into account any required mitigations or opportu nities for improveme nt highlighted duri ng the risk assessme
46、 nt processHazard ide ntificati on and risk assessme nt is performed contin ually throughoutCOMPANY_Xsactivities. Health,Safety, Bus in ess and En viro nmen tal risk assessme nts are carried out in accorda nee with theRisk AssessmentProcedure (P02).The outputs and required mitigation measures are id
47、entified on isCompliant under the Risk Assessments Module . Additional actions are then recorded in the Actions Module.Environment aspects and impacts are listed in the Environmental Controls Module. Any actions associated with reducing the impact will be highlighted in the Actions Module. This list is not exhaustive and is reviewed against changing legislation and operations as part of the Management Review.6.2 Company Objectives & TargetsCompa nvObjectivesCO