MAMMUT TRAILER DIVISION
: MTD-QSM-Annexure ‘A’
Owner:
General Manager
S.I OWNER
1 Top Management:
General Manager, Other General
Managers, Senior Managers and
Department Managers
2 Sales and Marketing:
Sales General Managers, Regional
Managers, Group Marketing Manager
If this is a paper copy, it is uncontrolled. You must verify the on-line revision before using.
Doc. No.
QUALITY MANUAL
Department KPIs For Quality Management System Rev.: 0 Date:
Objective: Purpose of this document:
 To ensure that all departments have participated in the development, To assign roles to be performed at all levels contribution
implementation and are part of the ongoing success of the Quality to the success of the Quality Management System
System
NOTE: No changes may be made to this document
without the approval of the process owner, the General
Manager
RESPONSIBILITY
 Formulates the quality policy
 Provides resources necessary to maintain and improve the quality system
 Conducts management reviews of the quality system
 Responsible for a marketing plan
 Maintain Master Price List
 Maintain Product Master
 Maintain the Quotation Request Form, and Quotation Form
 Responsible for the development of contracts, archiving of the completed contract and communication of the contractual requirements
 Maintain the Customer Master
 Communication with the customer for approvals
 Effectively communicating the customers needs to the various departments involved in achieving our commitment
 Offering technical solutions
 Record and maintain activities with the customers (call reports)
 Grading of customers for further actions based on credit worthiness, past income, future income
 Maintain all calculations on how the mark-up from cost to sale price was achieved
 File all requests or enquiries from customers
 All enquiries must be closed with a reason if unsuccessful
 Perform a follow-up call after the completion of job, and record all feedback
 Perform scheduled customer satisfaction surveys
 Maintain a master on lost customers, and the reason why
 Customer complaint Management and reports
 Hold Monthly Management review on :
o Lost Customers
o Gained (new or regained) Customers
o Competitor Information
o Income and margin of ‘profit’
o CRM statistics e.g.: calls received, quotations submitted, success of quotation
o Customer Complaints Register info
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 MAMMUT TRAILER DIVISION Doc. No.: MTD-QSM-Annexure ‘A’
QUALITY MANUAL
Department KPIs For Quality Management System Rev.: 0 Date:

 Document Transmittal Sheets kept up to date

3. Design  Maintain a copy of the most current standards
 A register for logging all ‘reworks’ as instructed by the customers or management, with the reasons supplied, by job
Technical Sales Engineer  Maintain a log on all communications both internal and external
 Ensures that the standards in each job, are accurately reflected on all design drawings
 Control of revisions, with a register maintained, by reason
 Exception reporting such as major changes required once detailing is complete
 Design Calculations (Long Estimates) must be retained and will be compared against the quotations during Management Reviews
 Development of customers requirements
 Communication with suppliers for technical solutions
 Development and distribution of accurate drawings, specifications, calculations and outputs requirements to the production department
 Placing suitable focus on trailer types (Standard, Standard with modifications, Non Standard)
 All documents and traceability shall be linked and cross-reference to each work order number
4. Procurement and Planning  Information Flow must be unhindered to ensure that the correct actions are enabled to reduce delays
 Suppliers are regularly monitored and assessed for competency of service and product
 Products purchased will be measured against the original requirements for conformance
Procurement Supervisor  Materials will be ordered in time to enhance production flow
 Subcontractors must be aware of our commitments, have the applicable restraints/penalties imposed on them to ensure that nothing upsets the flow
Planning Supervisor  Alternate suppliers and subcontractors form part of the supplier list in order to reduce risks to the timely delivery of product
5. Production  A high focus is given to the proper planning, monitoring, validation and verification of the design outputs
 No defective product shall leave our premises
 Defect prevention is managed in the Quality Plan
Production Engineer  Statistics are kept to monitor the success/failures in each phase of production
 Traceability is maintained by using the chassis numbers and work order
 All accessories are installed as per the original obligation
 Actual cost drawn to each chassis number shall be recorded and submitted monthly to the General Manager
6. Shipping  The delivery of the trailers includes obtaining proof that the vehicle was delivered without defect
 No delivery shall happen unless passed by QA/QC and verified by the Manager
 Delivery shall be planned to coincide with the expected delivery due date
 All deliveries are shipped only on receipt of the financial release
7. Human Resources  Ensuring the appropriate skills required to perform the job are identified
 Ensuring that the resources required (by count and skill set) are available
 By monitoring and measuring the individuals performance, weaknesses will be identified and reduced by targeted training or process revision
8. After Sales Service  Ensures that a record of all vehicles under warrantee is maintained
 Updates the records of work performed under warrantee
 Submits monthly reports to management review meetings for analysis of failures while under warrantee

If this is a paper copy, it is uncontrolled. You must verify the on-line revision before using.
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 MAMMUT TRAILER DIVISION Doc. No.: MTD-QSM-Annexure ‘A’
QUALITY MANUAL
Department KPIs For Quality Management System Rev.: 0 Date:

 Maintains a costing sheet, per chassis number, per warrantee job

 Calls the customer for assessment of workmanship and service provided while under warrantee and records the results for a management review
 Links all costing, quotations, job cards (labor) and materials used to the chassis number.
 Updates the master log.
9. Information Technology  Ensure that the computers are suitable and are working
 Communication lines are always available such as telephones, faxes and emails
 Maintains the ERP tool
10. Finance  Expedite the payments to suppliers to avoid holdups or penalties
 Prepares commercial invoice for exports
 Ensures that the customers are paying as per the contractual obligations.
 Watchdog for shipping. Approve shipping based on customers adherence to financial obligations
11. QA/QC Quality Control  Prepares and carries out inspections to ensure that all phases are in accordance with the agreed customer requirements
 Prepares QC reports and interacts with supplier workshop for final acceptance of finished goods
 Measure and monitor adherence to standards and policies
 Receive and check raw materials against the purchase order
 Controls non-conforming product
 Control of design by development of design checklists for each order
 Design checklist used to verify that the inputs are accurately translated into conforming outputs
 Maintain list of external origin documents
12. Group Continuous Improvement  Audits the Quality System in a planned audit cycle
 Implements PDCA cycle from Audit findings
 Annually Audits the ISO system for compliance and suitability and implements corrections

If this is a paper copy, it is uncontrolled. You must verify the on-line revision before using.
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