QUALITY MANUAL

YHGfL Foundation

Quality Manual
Version 0.7

Date Created: Revision Date:

11/08/2009 03/11/2009

Author: Version:

YHGfL 0.7

QUALITY MANUAL

1.INTRODUCTION 2.THEISSUESTATUS 3.OVERVIEWOFTHEYHGFLFOUNDATION 4.THEQUALITYPOLICY 5.THESCOPEOFREGISTRATION 5.1EXCLUSIONS 6.OURQUALITYOBJECTIVES 7.MANAGEMENTRESPONSIBILITY 8.RESOURCES 9.PRODUCTREALISATION 9.1PLANNINGOFPRODUCTREALISATION 9.2ACTIVITIES/PROJECTS 9.3VERSIONCONTROL 9.4PROJECTLIFESPANDOCUMENT 9.4.1PROJECTLIFECYCLEDOCUMENT 9.5INNOVATIONFUNDPROCEDURE 9.6INNOVATIONFUNDAGREEMENT 9.7PROJECTINITIATIONDOCUMENT 9.8NEWPROJECTFOLDERSTRUCTURE 10.MEASUREMENT,ANALYSISANDIMPROVEMENT 10.1CUSTOMERSATISFACTION 10.2PERFORMANCEREVIEW
Date Created: Revision Date: 11/08/2009 03/11/2009 Author: Version: YHGfL 0.7

4 5 6 8 9 9 10 11 13 16 16 16 16 16 17 17 17 18 18 19 19 19

QUALITY MANUAL
10.3INTERNALAUDITS 10.4EXAMPLEAUDITREPORT 10.5CORRECTIVEACTION 10.5.1CHANGECONTROLPROCEDURE 10.5.2COMPLAINTSPROCEDURE 10.6PREVENTATIVEACTION 10.6.1VIRUSOUTBREAKPOLICY 10.6.2FINANCIALPROCEDURES 10.7PROCEDURESLOG 10.7.1CONTROLOFRECORDS 10.7.2DOCUMENTCONTROL 10.7.3PREVENTATIVE/CORRECTIVEACTION 10.7.4CONTROLOFNONCONFORMINGPRODUCT 11.APPENDICES APPENDIX1:YHGFLORGANISATIONCHART,SEPTEMBER2009 APPENDIX2:LISTOFINTERNALLYCONTROLLEDDOCUMENTSINC.POLICIES&PROCEDURES APPENDIX3:LISTOFCOMPANYCONTROLLEDDOCUMENTS 20 21 22 22 22 22 22 23 23 23 23 24 24 25 25 26 27

Date Created: Revision Date:

11/08/2009 03/11/2009

Author: Version:

YHGfL 0.7

QUALITY MANUAL

1. Introduction
This document is the Quality Manual (QM) of YHGfL Foundation. It is the property of YHGfL Foundation and is a controlled document. The purpose of the QM is to provide an overview of the company, the activities it carries out and the quality standards of operation it conforms to. It is not designed to act as a procedures manual, although it does carry information about where procedures information is located and the detailed information on Documentation Requirements for essential procedures e.g. document control, control of records, control of non-conforming product; internal audit and corrective/preventative action (please see Procedures Log).

Date Created: Revision Date:

11/08/2009 03/11/2009

Author: Version:

YHGfL 0.7

QUALITY MANUAL

2. The Issue Status

The version number at the footer of this document indicates the issue status. It identifies the issue status of this Quality Manual. When any part of this Quality Manual is amended, a record is made in the Amendment Log shown below. The Quality Manual can then be fully revised and re-issued at the discretion of the Management Team. Please note that this Quality Manual is only valid on the day of printing.

Issue

Amendment & Date

Initials

Date Created: Revision Date:

11/08/2009 03/11/2009

Author: Version:

YHGfL 0.7

QUALITY MANUAL

3. Overview of the YHGfL Foundation

YHGfL Foundation came into existence in November 2002. It was originally tasked with managing the provision of a private, safe broadband network for educational establishments across the Yorkshire and Humber region. With the network in place, the direction of the Company changed in 2007 to look at provision of a range of eLearning services across the network designed to enhance the provision already in place. It is our intention to become a regional centre of excellence and innovation in elearning, and our key objectives now reflect that ambition. Those objectives are: Work in partnership with Consortium local authorities to identify, develop, implement and support innovative and effective elearning across our region Support and promote the development of innovative and effective elearning resources and services to be shared across the region and, where appropriate, nationally Ensure that all Consortium authorities benefit from the Foundations work Develop the organisation and our people in order to better serve the needs of learners in our region

Work continues to develop new initiatives alongside the core provision of the Company. Under the Chief Executive, YHGfL Foundation operates across four distinct areas: eLearning, Support, Technical and Operations. The eLearning team is responsible for supporting the regions teachers and learners through the provision of resources, services and activities which have the aim of embedding the effective and innovative use of ICT in teaching and learning The Support team is responsible for supporting the technical needs of the organisation and in supporting local authority helpdesks in the region on matters relating to the regional grid. The Technical team is responsible for supporting the organisation and local authorities in the region in development work relating to both the regional grid and any development necessary in the work of the other areas of the organisation.

Date Created: Revision Date:

11/08/2009 03/11/2009

Author: Version:

YHGfL 0.7

QUALITY MANUAL
The Operations teams remit is right across the whole Company and covers HR, Finance, Event management/ & support, secretarial support, legal liaison (contracts/premises etc) and project management. Operations has input across all areas of the Company.

Date Created: Revision Date:

11/08/2009 03/11/2009

Author: Version:

YHGfL 0.7

QUALITY MANUAL

4. The Quality Policy

It is the policy of YHGfL Foundation to maintain a quality system designed to meet the requirements of EN ISO 9001:2008 in pursuit of its primary objectives. The Companys Quality Manual defines our quality objectives and key procedures. Customer Service is an essential part of the quality process and to ensure this is fulfilled, all employees receive training to ensure awareness and understanding of quality and its impact on customer service. To ensure the Company maintains its awareness for continuous improvement, the quality system is regularly reviewed and is subject to annual audit. The requirements of the Companys quality system are mandatory and all Company personnel have a responsibility and obligation to it.

Phil Moore Chief Executive For YHGfL Foundation

Date Created: Revision Date:

11/08/2009 03/11/2009

Author: Version:

YHGfL 0.7

QUALITY MANUAL

5. The Scope of Registration

Provision of educational and ISP services to schools via Local Authorities. Development of innovative eLearning solutions.

5.1 Exclusions
Clause 7.6 (Testing & Calibration) has been excluded

Date Created: Revision Date:

11/08/2009 03/11/2009

Author: Version:

YHGfL 0.7

QUALITY MANUAL

6. Our Quality Objectives

We aim to provide a professional and ethical service to our clients. In order to demonstrate our intentions, we have identified the following Quality Objectives. We are committed to delivering our services on time, to specification and to the price quoted We are committed to making a profitable return on our activities in order to fuel ongoing research, development and growth We will conduct our business in an ethical and professional manner Should we make a mistake, we will resolve the issue as soon as possible We will be adaptable to reasonable requests for changes from the client

Date Created: Revision Date:

11/08/2009 03/11/2009

Author: Version:

YHGfL 0.7

QUALITY MANUAL

7. Management Responsibility
The management and staffing structure of YHGfL Foundation Ltd is shown as an organisation chart (see Appendix). The chart shows functional relationships and responsibilities. YHGfL Management ensures: that the ongoing activities of YHGfL Foundation are reviewed regularly and that any required corrective action is adequately implemented and reviewed to establish an effective preventative process. that internal audits are conducted regularly to review progress and assist in the improvement of processes and procedures. measurement of our performance against our declared Quality Objectives. that employees have the necessary training, specifications and equipment to effectively carry out the work. That customer feedback is reviewed.

Management review meetings are held quarterly and the minutes are taken. In addition to these meetings, bi-monthly team meetings are held. We have designated Stephanie Hancock as our Management Representative who is responsible for the maintenance, measurement and review of our Quality Management System.

Date Created: Revision Date:

11/08/2009 03/11/2009

Author: Version:

YHGfL 0.7

QUALITY MANUAL

All levels of personnel are committed to providing a high quality service to our customers and have a shared responsibility for non-conforming products and corrective/preventative actions. There is a timetable of group meetings, which are strategically designed to ensure good communication across the organisation. The structure is described in the table below: Meeting SMT Team Meeting ETS meeting Frequency Monthly Bi-monthly Monthly Attendees SMT All staff eLearning technical representatives SMT LA colleagues appropriate One to ones Monthly Manager individuals as and Yes Recorded? Yes No and Yes

Termly review meetings

Termly

Yes

We also hold regular meetings with our clients during the life of a project, and these are always documented.

Date Created: Revision Date:

11/08/2009 03/11/2009

Author: Version:

YHGfL 0.7

QUALITY MANUAL

8. Resources
Our staff structure is shown in Appendix 1 as a chart. All staff receive contracts of employment from our Chief Finance Officer. YHGfL has recently implemented a Competency Based Appraisal System. As part of this system, staff and their managers identify training needs, which the Company believes is a vital element of staff development. We create an annual training plan for the Company to help estimate costs, timings etc and to ensure that opportunities for training are applied fairly across the organisation. A copy of the Training Requirements and YHGfL Training Agreements can be found at the following location: YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies & Procedures/ISO 9001 Controlled Document Store/YHGfL Training Agreement

A copy of the Appraisal Process document and a sample PRD form can be found at the following location. YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies & Procedures/ISO 9001 Controlled Document Store/YHGfL Appraisal Process

In addition we intend to implement evaluation of all formal training by each participant. The purpose of this will be to monitor and evaluate the value of each course to the individual and the Company as a whole. Evaluation forms will be completed by the individual participant and will be filed by the Head of Operations on each Personnel file. All our employees receive training on Health and Safety issues and we have trained and qualified First Aiders. We have a number of team members who are ITIL accredited and this Customer Service ethos is deployed and cascaded throughout the organisation. Our Human Resources are recruited, in general, within one of our four areas of business eLearning, Support, Technical or Operations. Depending upon the area
Date Created: Revision Date: 11/08/2009 03/11/2009 Author: Version: YHGfL 0.7

QUALITY MANUAL
of business, staff receive training specific to their departmental needs. This ranges from (but not exclusively) general/specific Technical to project management (Prince II) to eSafety training.

Date Created: Revision Date:

11/08/2009 03/11/2009

Author: Version:

YHGfL 0.7

QUALITY MANUAL
All of our administration is conducted at the following address: YHGfL Foundation Normanby Gateway Normanby Enterprise Park Lysaghts Way Scunthorpe DN15 9YG This includes: Management of financial matters Handling of client orders Personnel records Provision of support Development of services

To enable us to conduct our business, we use a number of software programs, the data from which is backed up on a regular basis throughout the day. We also have a software system to enable our Support Centre to operate which an external supplier under a Service Level Agreement hosts off site. We have an environmental policy, which assists in the daily management of and disposal of waste materials in line with current legislation.

Date Created: Revision Date:

11/08/2009 03/11/2009

Author: Version:

YHGfL 0.7

QUALITY MANUAL

9. Product Realisation
9.1 Planning of Product Realisation
YHGfL Foundation is responsible for both the planning and delivery of its services. We work closely with our clients and colleagues to specify their requirements and have a comprehensive product realisation process on which all of our client related procedures are based. The process below details the core method of dealing with activities and projects of the Foundation.

9.2 Activities / Projects

YHGfL has a number of activities and projects that it undertakes as part of its day job (supplying services to clients) and as a direct request from client groups. To monitor and manage these activities, we have developed a number of processes, which are detailed below:

9.3 Version Control

For a full explanation of the YHGfL versioning policy, see the document YHGfL Version Control.pdf located here: YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies & Procedures/ISO 9001 Controlled Document Store/YHGfL Version Control

In short, key files will be stored across two folders: Currently Approved Version & Versions Folder. The versions folder will hold all versions of the file, named as Document vx.x (see Version Control Policy for more details). The most current, or approved version will be stored as a PDF in the Current Approved Version folder.

9.4 Project Lifespan Document

The latest approved version of the Project Lifespan document is located here: YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies & Procedures/ISO 9001 Controlled Document Store/YHGfL Project
Date Created: Revision Date: 11/08/2009 03/11/2009 Author: Version: YHGfL 0.7

QUALITY MANUAL
Lifespan

This document details how a project or activity, undertaken by the YHGfL Foundation, will be controlled from beginning to end.

9.4.1 Project Lifecycle Document

The Project Lifespan document refers to a document called the Project Lifecycle. The Project Lifecycle is a simple document, which is to be completed at the outset of a project or activity undertaken by the YHGfL. This document is to be completed by the Project Manager and the Department head(s) associated with the project. This document will provide enough detail for the reader to be able to understand key project information at a glance. The Project Lifecycle Document can be found here: YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies & Procedures/ISO 9001 Controlled Document Store/YHGfL Project Lifespan/Associated Documents/Project Lifecycle Document/

9.5 Innovation Fund Procedure

The latest approved version of the Innovation Fund Procedure will always be located here: YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies & Procedures/ISO 9001 Controlled Document Store/YHGfL Innovation Fund Procedure

9.6 Innovation Fund Agreement

The latest approved version of the Innovation Fund Agreement will always be located here: YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies & Procedures/ISO 9001 Controlled Document Store/YHGfL Innovation
Date Created: Revision Date: 11/08/2009 03/11/2009 Author: Version: YHGfL 0.7

QUALITY MANUAL
Fund Procedure/Associated Documents/YHGfL Innovation Fund Agreement/

9.7 Project Initiation Document

The latest approved version of the Project Initiation Document will always be located here: YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies & Procedures/ISO 9001 Controlled Document Store/YHGfL Project Lifespan/Associated Documents/Project Initiation Document/

9.8 New project folder structure

As well as the above documents, which will always be versioned, a skeleton folder structure for creating new projects can be found here: YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies & Procedures/ISO 9001 Controlled Document Store/YHGfL Project Lifespan/Associated Documents/New projects folder structure/

This template contains most files required for a project and provides a uniform folder structure for housing documents such as the PID etc which are found in relevant other places noted above. This folder structure isnt strictly versioned, but may evolve as required. It requires the user to decide which of the documents are needed for a particular project and delete the ones not required. The only mandatory document is the Project Lifecycle Document.

Date Created: Revision Date:

11/08/2009 03/11/2009

Author: Version:

YHGfL 0.7

QUALITY MANUAL

10. Measurement, Analysis and Improvement

10.1 Customer Satisfaction
We believe that customer satisfaction is an effective method of measuring the performance of YHGfL Foundation. To do this, we maintain close contact with our customers by visiting them on a regular basis and providing them with a range of services across the organisation. These meetings take place on a termly basis and involve representatives from each area of our organisation delegates with similar responsibilities from Local Authorities. We also offer Support Service customers the opportunity to complete a satisfaction survey, designed to assess their perception of the service they have received. Users of our events service are also surveyed via an evaluation form. This is distributed to all event participants and is analysed on a monthly basis and incorporated into our monthly report. We distribute a monthly report to our customers to update them on Company activities and to provide them with useful statistics from across the organisation. The feedback we receive from customers helps us identify any corrective action(s) that may be required to ensure they are satisfied with the level of service they are receiving. We also meet formally with our key client (the Consortium) at least quarterly via the Consortium Advisory Board. Among other items on the agenda, this is a formal mechanism for feeding back customer satisfaction levels to YHGfL. Customer Complaints: YHGfL has in place a Complaints Policy/procedure for dealing with complaints from customers.

10.2 Performance Review

We review our performance continually via internal fortnightly and external monthly reports. These reports provide us with detailed analysis of our activities including (but not exclusively) progress on projects/activities and benchmarking against
Date Created: Revision Date: 11/08/2009 03/11/2009 Author: Version: YHGfL 0.7

QUALITY MANUAL
Service Level Agreements. This information is also monitored against each departments three-year plan. The Senior Management Team (SMT) is also tracked on a monthly basis against the Company Three Year Plan.

10.3 Internal Audits

Internal audits are carried out regularly as part of our reporting process. Our internal audit process is as follows: Internal audit subject identified Documentation etc to be audited is specified on Internal Audit Report The Audit is conducted and closed if no actions are required. A report is produced. If any action is required, a re-audit is done to check that the action was effective The audit report is then completed and signed by the Internal Auditor Management review Internal Audit Reports at quarterly meetings

The Internal Audit Schedule is agreed and implemented by the Senior Management Team (SMT). This process is reviewed on an annual basis by our ISO9001:2008 accrediting body.

Date Created: Revision Date:

11/08/2009 03/11/2009

Author: Version:

YHGfL 0.7

QUALITY MANUAL 10.4 Example Audit Report

INTERNAL AUDIT REPORT

Date: / / Audit: Closed

Version 1

Open

Area or Procedure to be Audited: .............................................................................................................. Auditor: ........................................................................................................................................................ Documentation Reference: ........................................................................................................................

PART A: OBSERVATIONS ........................................................................................................................................................ ........................................................................................................................................................ ........................................................................................................................................................ ........................................................................................................................................................ ........................................................................................................................................................

PART B:

ANY DISCREPANCY IDENTIFIED

........................................................................................................................................................ ........................................................................................................................................................ ........................................................................................................................................................ ........................................................................................................................................................

PART C:

PROPOSED CORRECTIVE ACTION

........................................................................................................................................................ ........................................................................................................................................................ ........................................................................................................................................................ ........................................................................................................................................................

CORRECTIVE ACTION VERIFIED AS EFFECTIVE:

Yes

No

SIGNED (AUDITOR): ........................................................ DATE COMPLETED:

Date Created: Revision Date:

11/08/2009 03/11/2009

Author: Version:

YHGfL 0.7

QUALITY MANUAL 10.5 Corrective Action

10.5.1 Change Control Procedure
This document provides guidance to our internal team on the correct use of the change control process within YHGfL for system changes. This process is implemented when a Change Request is received from a customer. The purpose of change control is to allow changes to be made to the live environment in a controlled manner, with minimum disruption to the live services. This is achieved by careful, timely planning, communicating with all relevant parties, assessing risks and creating appropriate tactics to minimise them and following agreed procedures. Changes should be registered as soon as the change owner knows it is going to happen. This will allow preparation of a forward schedule of change and address any conflicts of resources or timing. A copy of this procedure can be found at the following location: YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies & Procedures/ISO 9001 Controlled Document Store/YHGfL Change Control Procedure/

10.5.2 Complaints Procedure

The Complaints procedure is designed to deal with complaints from our customers in an effective and appropriate manner. A copy of this document can be found at the following location: YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies & Procedures/ISO 9001 Controlled Document Store/YHGfL Complaints Procedure/

10.6 Preventative Action

10.6.1 Virus Outbreak Policy
This Virus Outbreak Policy applies to all systems in the schools and LAs who have access to the YHGfL Network backbone for Internet and E-Mail services as well as connections for Ja.NET: Calderdale, Doncaster, East Riding, Hull, Kirklees, North
Date Created: Revision Date: 11/08/2009 03/11/2009 Author: Version: YHGfL 0.7

QUALITY MANUAL
East Lincolnshire, North Lincolnshire, North Yorkshire, Rotherham, Sheffield and Wakefield hereafter referred to as the organisations. A copy of this document can be found at the following location: YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies & Procedures/ISO 9001 Controlled Document Store/YHGfL Virus Outbreak Policy/

10.6.2 Financial Procedures

This document contains information for all members of staff with regard to Financial Procedures. All staff are required to read the document and sign a copy of a letter to confirm that they have done so. A copy of this document can be found at the following location: YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies & Procedures/ISO 9001 Controlled Document Store/YHGfL Financial Procedures/

10.7 Procedures Log

10.7.1 Control of Records
Financial information is retained for the legally required period. Personnel records are held both electronically and in hardcopy in a secure fashion. Only the Chief Executive, Chief Finance Officer and Head of Operations have access to these files. Staff wishing to view their own personnel records can do so by making a request to the Head of Operations.

10.7.2 Document Control

Where necessary, documents are controlled by a coding system (e.g. Purchase Orders, Invoice Authorisations, Contracts)

Date Created: Revision Date:

11/08/2009 03/11/2009

Author: Version:

YHGfL 0.7

QUALITY MANUAL
10.7.3 Preventative/Corrective Action
A number of policies and procedures are applied and adhered to across the Company. A list of where these policies and procedures can be found is given at Appendix 2.

10.7.4 Control of Non-Conforming Product

Project documentation is stored in a central repository in read-only format. The Project Manager and Head of Operations have write access to this directory. A structured approach to numbering of documentation has been implemented and is controlled by the Project Manager.

Date Created: Revision Date:

11/08/2009 03/11/2009

Author: Version:

YHGfL 0.7

QUALITY MANUAL

11. Appendices
Appendix 1: YHGfL Organisation Chart, September 2009

Date Created: Revision Date:

11/08/2009 03/11/2009

Author: Version:

YHGfL 0.7

QUALITY MANUAL Appendix 2: List of Internally Controlled Documents inc. Policies & Procedures
All documents can be found in: YHGfL Knowledge/YHGfL Team Docs/YHGfL Policies & Procedures/ISO 9001 Controlled Document Store/

There will be a directory for each document listed in the Name field below. Within each directory there will be a further three directories: Currently Approved Folder, Versions Folder and Associated Documents. The latest version will always be located in the Currently Approved Folder and any associated documents, listed in the Associated Documents column below, will be in the appropriate folder.

Name Financial Procedures

Associated Documents Purchase Orders How to Invoice Authorisation How to Payment system

Induction policy Staff Handbook Appraisals procedure Change Control procedure Virus Outbreak Policy Project Lifespan Process

YHGfL PRD form

Innovation fund Procedure Complaints procedure YHGfL 3 year Plan Overview

Project lifecycle document New project folder structure templates Document control procedure Innovation fund agreement Complaints investigation form 3 year plan Change Control document eLearning workplan Support workplan Technical workplan Operations workplan

Date Created: Revision Date:

11/08/2009 03/11/2009

Author: Version:

YHGfL 0.7

QUALITY MANUAL Appendix 3: List of Company Controlled Documents

Name Associated Documents Memorandum & Articles of Association Financial Memorandum YHGfL Company Policies Anti Fraud and Corruption Strategy and Policy Customer Care Policy Environmental Policy Equal Opportunities policy Health and Safety policy Procurement policy Risk Management Strategy Treasury Management Policy Statement Corporate Governance Directors Interests Review Date N/A Every 5 years

Date Created: Revision Date:

11/08/2009 03/11/2009

Author: Version:

YHGfL 0.7