The Structure of ISO 9001:2008
5.6 SECTION 6 – RESOURCE MANAGEMENT
This section covers resources with regard to training, induction, orientation, responsibilities, working environment, equipment requirements, maintenance, etc.
It is broken down into the following subsections that cover the requirements for:
Provision of resources – identifying the resources required to implement and improve the processes that make up the QMS;
Human resources – assigning personnel with regard to competency, educa-tion, training, skill and experience;
Infrastructure – identifying, providing and maintaining the workspace, facilities, equipment (hardware and software) and supporting services to achieve conformity of product;
Work environment – identifying and managing the work environment (e.g.
health and safety, ambient conditions) (Fig. 5.4).
5.6.1 Section 6.1 Provision of Resources
Section 6.1
Provision of resources
The organisation shall provide resources to:
Implement, maintain and continually improve their QMS and its processes;
Enhance customer satisfaction;
Meet customer requirements.
Proof How resource needs (i.e. human, materials, equipment, and infrastructure) are identified with regard to training, induction, responsibilities, working environment, equipment needs, maintenance, etc.
Likely documentation Quality Plans;
QPs;
WIs.
The organisation needs to identify and make available all the resources (e.g.
information, infrastructure, people, work environment, finance, support)
required to implement and improve their QMS and its associated quality processes.
Resources can include (but not be limited to):
Natural resources;
Tangible resources (e.g. support facilities);
Intangible resources (e.g. intellectual property);
Future resources;
Organisational resources;
Information management systems;
Training and education;
Resources to encourage continual improvement.
5.6.1.1 Suppliers
A complete historical record should be maintained by an organisation to register variations to the contract, concessions made, variations allowed by the purchaser and specifications altered. In a sizeable business, the design office often carries out this activity.
In a similar manner, suppliers must provide the purchasers with an assurance that they are capable of continuing to supply logistic support for the product for as long as can reasonably be expected. This logistic support may include the provision of spares, updating of documentation, details of product improve-ment, etc., depending upon the purchaser’s requirements.
Work environment
Provision of resources
Resource management
Infrastructure Human
resources
General
Competence, awareness and training FIGURE 5.4 Resource management
5.6.2 Section 6.2 Human Resources
Section 6.2 Human resources
The organisation shall establish procedures for:
The assignment of personnel;
Training, awareness and competency.
Proof How human resources for implementing and improving the QMS are identified.
Likely documentation Quality Plans;
QPs;
WIs.
The organisation needs to identify and make available human resources to implement and improve their QMS and comply with contract conditions.
Consideration must be given to their competency for the job that they are selected to complete and the possible requirements for additional training.
5.6.2.1 Section 6.2.1 General
Section 6.2.1 General
Assigned personnel shall be:
Competent;
Educated and trained;
Skilled and experienced.
Proof How an organisation assigns personnel.
Likely documentation Job descriptions and responsibilities;
Training records;
Staff evaluations;
Quality Plans, QPs and WIs identifying human resources required to complete a task.
Human resources are the principal means of achieving product completion and customer satisfaction. The old adage ‘a happy worker is a good worker’ still stands true in this age of information technology and with the increased training and education opportunities currently available, highly motivated, well-quali-fied personnel are at a premium. To employ and retain the right sort of person for the job, management must, when determining the resources required, adequately define their responsibilities and authorities, establish their individual and team objectives and encourage recognition and reward. They must also:
Consider career planning and On-The-Job training (OJT);
Encourage innovation and effective teamwork;
Make use of information technology;
Measure people satisfaction.
5.6.2.2 Section 6.2.2 Competence, Awareness and Training
Section 6.2.2
Competence, awareness and training
The organisation shall:
Identify the requirements for training personnel;
Provide appropriate training;
Evaluate the effectiveness of the training provided;
Maintain records of all training.
Proof Documents showing how an organisation assigns personnel to specific tasks.
Likely documentation System-level procedures for:
Training;
Staff evaluations;
Review of work assignments and staff assessments;
Records.
The organisation is responsible for ensuring that all personnel are trained and experienced to the extent necessary to undertake their assigned activities and responsibilities effectively. Thus, whenever training needs have been identified, Top Management should endeavour to make the relevant training available and full records must be maintained of all training undertaken by employees.
Most organisations will recruit employees who are already well qualified and quite capable of meeting the relevant technical, skill, experience and educational requirements of the organisation. There will still, however, be a need for some additional system- or contract-specific training and all staff have a responsibility for identifying and recommending the training needs of others and for ensuring that all employees allocated specific tasks are suitably qualified and experienced to execute those tasks.
It is very important for an organisation’s staff to receive sufficient training to enable them to carry out their functions. Organisations should, therefore, determine the competence levels required, assess the competence of its people and develop plans to close any gaps. Then, based on an analysis of the present and expected needs of the organisation (compared with the existing competence of its people and the requirements of related legislation, regu-lation, standards and directives) determine the type and amount of training required.
5.6.2.2.1 Training Plan
Training should cover the organisation’s policies and objectives and, as well as having introductory programmes for new people, there should also be available periodic refresher programmes for people already trained. The training should emphasise the importance of meeting requirements and the needs of customers and other interested parties. It should also include an awareness of the conse-quences to the organisation and its people of failing to meet the requirements.
A typical training plan would include:
Training objectives;
Training programmes and methodologies;
The training resources needed;
Identification of necessary support;
Evaluation of training in terms of enhanced competence of people;
Measurement of the effectiveness of training and the impact on the organisation.
5.6.3 Section 6.3 Infrastructure
Section 6.3 Infrastructure
The organisation shall identify, provide and maintain the necessary:
Workspace and associated facilities;
Equipment, hardware and software;
Supporting services.
Proof How an organisation defines, provides and maintains the infrastructure requirements to ensure product conformity.
Likely documentation Policies, procedures and regulatory documents stating organisation and customer requirements;
Budget and financial documents;
Maintenance plans;
Project plans identifying the human resources required to complete the task.
Depending on the size of the organisation and the products that it is offering, the infrastructure (e.g. workspace and facilities) required may include plant, hardware, software, tools and equipment, communication facilities, transport and supporting services.
The organisation should define, provide, develop, implement, evaluate and consider its requirements in terms of product performance, customer satisfac-tion and controlled improvement.
5.6.4 Section 6.4 Work Environment
Section 6.4 Work environment
The organisation shall identify and manage the work environment required to achieve conformity of product.
Proof How an organisation defines and organises its work environment.
Likely documentation
Environmental procedures;
Project plans;
Budgetary processes;
Legal processes and procedures.
An organisation’s work environment is a combination of human factors (e.g.
work methodologies, achievement and involvement opportunities, health and safety rules and guidance, and ergonomics) and physical factors (e.g. heat, hygiene, vibration, noise, humidity, pollution, light, cleanliness and air flow).
All of these factors influence motivation, satisfaction and performance of people and as they have the potential for enhancing the performance of the organisation, they must be taken into consideration by the organisation when evaluating product conformance and achievement.