Content of property management quality manual

Section 1 Overview of Property Management Quality Manual

First, the concept of quality manual

Jie O 8402: 1994 "Quality Management and Quality Assurance-Terminology" defines a quality manual as a document that clarifies an organization's quality policy and describes its quality system. The quality manual can cover all activities of the organization or some selected activities. For example, specific requirements can be determined according to the product or service, process, contract requirements, government regulations or the nature of the organization itself.

The quality manual is a quality "winning" book. Its compilation is based on ISO900 1 standard, which is explored and summarized from decades of quality management history and has been proved to be effective and applicable in decades of practice. It can be said that every clause of the standard is the summary and crystallization of many enterprises' experiences and lessons, and it is also the product of the combination of the universal principles of quality management and the company's practice.

The quality manual is a "code". The core value of quality management system is "rule of law". As a programmatic document of quality management system, quality manual is equivalent to "constitution". Other documents (management documents, work instructions, etc.). ) are equivalent to a single "regulation", which stipulates specific requirements in some aspects. The compilation of the quality manual is "legislation", and the publicity after publication is "popularization of law", so that everyone can "know the law" and consciously "act according to law". It is also necessary for functional departments to "be the police" and "enforce the law" and constantly find and correct deviations according to the requirements of the quality manual.

The quality manual is a kind of teaching material. Employees at all levels can gain useful knowledge of quality management by studying quality manuals, so as to continuously improve their awareness and ability. For example, you can know the general situation of the company, quality concept and major policies, find out your position in the quality management system, know the "role" you want to play, and find out whose "customer" you are and who is your "customer".

The quality manual is a pamphlet. This is an important document to prove that quality activities are carried out effectively. This is the first level of confirmation. It is to prove through documents whether you have laws to follow and rules to follow. For some customers, we will also carry out secondary verification, that is, come to the company for on-site second-party audit. The basis of the audit is the quality manual to see if you are "trustworthy" and "make a set and implement a set". This is very common in foreign countries, and there is such a development trend in China. It can be asserted that this trend will accelerate after China's entry into WTO.

The organization shall prepare and maintain a quality manual, including:

A) The scope of the quality management system, including the details and rationality of any deletion.

B) Documented procedures of quality management system or references to them;

C) Expression of interaction between processes of quality management system

Step 2 understand the main points

A "document specifying the organization's quality management system" is called a quality manual. The quality manual is a brief description of the quality management system established by the organization, and all organizations adopting this standard should prepare the quality manual.

B, content:

(1) Define the products, regions and activities involved in the quality management system. If there is a need to delete, it is necessary to explain the content and rationality of deletion;

(2) There should be documented procedures (such as document control, record control, nonconforming product control, internal audit control, corrective measures control and preventive measures control) or references to them;

(3) Describe the interaction between many interrelated processes in the quality management system, and its format can be based on standard file structure format or flow chart format, combined with the type, scale and other needs of the organization.

Second, the role of the quality manual

The quality manual is used to comprehensively explain the organization's quality management system, stipulate the basic structure of the quality management system, and guide the organization to implement the main documents of the system. Therefore, the organization's quality manual has become an important symbol of establishing and operating the quality management system.

1 embodies the overall planning idea of organizational quality management system.

When an organization summarizes and plans its quality management system, it must be far-sighted and make a comprehensive overall plan for the quality management system from the perspective of the overall interests and long-term development of the organization. All the provisions in the quality manual are the embodiment of this comprehensive planning idea. The organization considers the process control and quality activities that should be carried out around all stages of the whole process of product or service quality formation, systematically designs and describes the control requirements of these processes and activities, and clearly assigns corresponding responsibilities to relevant departments and personnel. For the management weaknesses found in the planning process, the organization should also formulate various management systems and operating procedures according to the requirements of standards, implement key controls, and constantly summarize and improve through operation, correction and improvement, and finally achieve continuous improvement. All the above planning outputs constitute the whole content of the quality manual.

To provide the basis for implementing the quality policy, objectives, procedures and requirements of the organization.

The quality manual expounds the overall goal and direction pursued by the organization in quality management, that is, the quality policy. The top management has made a clear commitment to how to implement the organization's quality policy, and through the release of the quality manual, all employees are required to seriously understand and abide by it. At the same time, the quality manual also expounds the quality objectives of the organization and clearly stipulates various procedures, principles and methods of the quality management system. All these provide a strong guarantee for the organization to effectively implement the quality management system, so that all quality-related processes are under control from beginning to end. Only by following the requirements of the quality manual can the organization continuously improve the quality of products or services and finally achieve the quality strategic objectives.

3 make the organization's quality management system run effectively

Quality manual is the soul of organizing the implementation of quality management system. The manual clearly defines the quality functions and division of labor of various functional departments, posts and personnel who undertake quality management work, and cooperates and coordinates with each other, forming a pattern that everything is managed by someone and everything is controlled by someone, which lays the foundation for actual process control. At the same time, the quality manual also stipulates the resources needed for the operation of the quality management system, including human resources, infrastructure and working environment, which provides a reliable guarantee for the effective operation of the system. The quality manual plays an active role in coordinating the relationship between departments and ensuring the smooth progress of quality activities. Many quality activities need close cooperation, mutual cooperation and joint completion among various departments. If the coordination work is not done well, there will be prevarication, which will inevitably affect the effective development of activities. The quality manual plays the role of coordinator, and the process of compiling the quality manual is actually the process of rationalizing the coordination relationship between various departments. Through manual preparation, clear responsibility, clear cooperation mode and strengthened coordination, it will play a positive role in the development of various quality activities.

4. Provide basis for quality management system audit, and confirm that the quality management system of the organization meets the standard requirements.

The quality manual expounds the process of organizing the quality management system and its control requirements, stipulates the responsibilities, authorities and relationships of all kinds of personnel affecting quality, and also involves the procedures, principles and methods of carrying out various quality activities, so it is the basis of various quality audit activities. Quality audit is a powerful means to ensure the normal operation of organizational quality management system. In the process of quality audit, auditors should check whether the contents specified in the quality manual are implemented, whether the quality responsibilities of all departments and personnel at all levels are implemented, and whether all procedures are implemented according to the specified requirements, so as to judge the effectiveness of the organization's quality management system. It can be seen that the organization introduces its quality management status and quality assurance ability to customers and certification bodies, and confirms that the organization has established and implemented a quality management system according to the requirements of standards, which are inseparable from the quality manual.

5. Strengthen the organization of quality control means to ensure the continuous and effective quality management system.

The organization's quality manual is based on scientific quality management principles. The compilation of manuals often draws on many successful quality management experiences and brings together many advanced quality control practices, which will undoubtedly effectively promote the organization's quality management activities and improve the organization's ability to realize value-added. In order to make the quality management system run continuously and effectively and ensure the continuous and stable improvement of the quality of products or services, it is necessary to refine and summarize some requirements of quality management activities and fix them in the form of quality manuals and program documents, which will be the norm that organizations will follow for a long time in quality management. No matter what happens to the internal and external environment of the organization, the organization can modify, supplement and improve the quality management system according to the quality manual, and make adjustments in time.

According to the requirements of quality management system, provide the basis for effective personnel training.

Quality manual is also the main teaching material for organizing quality management system training. In order to make the quality management system run effectively, it is necessary to systematically train and educate the personnel at all levels of the organization according to the quality manual, so as to strengthen the quality awareness of all employees and understand and master the requirements and operation methods of the quality management system, which is the key to ensure that the whole process of product quality formation and realization is under control.

Three, the basic types of quality manual

According to different standards can be divided into:

1, according to the level of quality system, can be divided into total quality manual, department quality manual and special quality manual.

2. According to the different environment of the quality system, it can be divided into quality assurance manual and quality management manual.

3. According to the responsibilities of manual users, it can be divided into controlled quality manual and uncontrolled quality manual.

Fourth, the management of quality manual

1, Compilation, review and approval of quality manual:

The quality manual is compiled by the quality management office under the leadership and auspices of the management representative, and approved and issued by the management representative after review.

2. Distribution and storage control of quality manual:

The manual for internal use and the manual submitted to the certification body shall be managed according to the controlled version, and the quality management office shall affix the "controlled" seal, compile the issuance number and issue it, and perform the signature registration procedures. Employees in the office can only use manuals with "controlled" seals and distribution numbers.

The holder of the quality manual shall keep it properly and shall not alter, scribble, lend or copy it at will. If it is lost, it should be reported to the quality management office for registration and replacement.

3. Changes and versions of the quality manual:

When the Quality Manual needs to be revised in the implementation process, it must be reviewed by the management representative and reported to the director for approval, and the quality management office will notify all departments and personnel holding the manual in the form of "document change notice"; All departments and personnel holding the manual make changes according to the requirements of the change notice, and indicate the relevant situation in the change record form attached to the manual.

When too many changes are made at one time or many times affect the use of the manual, the management representative shall preside over it after approval, and the quality management office shall organize the edition change of the quality manual.

The procedures for changing and replacing the quality manual shall be implemented in accordance with the Document Control Procedure.

If it is necessary to keep the invalid manual, it should be clearly marked as invalid.

Verb (abbreviation of verb) Use of quality manual

A company's quality manual is issued only after the approval of the top management, so it should give full play to its role in quality system and quality management. Specific use:

1, the company organizes employees to study and train, so that employees can understand the quality policy and quality management content stipulated in the quality manual and be familiar with the quality work content within their responsibilities;

2, according to the quality manual, standardize the quality responsibilities of all departments, at all levels and all kinds of personnel, reduce or put an end to buck passing, so that the interface of all quality work is under control;

3, the use of quality manual audit quality system, supervision, inspection and assessment of quality work;

4. Report to the demander or the third party (third party: the external independent organization of the organization and its related parties) as required. ) Provide the quality manual as the "evidence" for the sound and normal operation of the enterprise quality system, and as the basis for its certification and audit of the enterprise.

Key points of compiling property management quality manual in the second quarter

First, the expression method of quality system elements

Generally, a quality manual consists of three parts: overview, text and supplementary explanation, with emphasis on the text. The body part is mainly composed of organizational structure, responsibilities and quality system elements. For each quality system element, it should be expounded from the following aspects.

1, the name of the element. It can be written directly according to the element names of ISO9000 series standards, such as "contract review" and "document and data control".

2, the purpose of the element (overview), why to use the element, the element to achieve what kind of results, when writing should closely follow the requirements of the standard provisions. Explain why this activity is carried out.

3. The application scope of the element. Explain the scope (products, projects, processes, activities ...) to participate in the activities.

4. Responsibilities: Explain the management and implementation of activities and the responsibilities of verifiers.

5. Procedural content: explain the content and requirements of the activity.

6. Relevant documents. Lists the names and numbers of documents related to the activities of this element. Usually, the program documentation for this element must be listed.

Second, the structure of the quality manual

1, cover

2. Approval page

3. Contents

4. Revision page

5. Publish the control page

6. Definition (terminology)

7. preface

8. Introduction of organization profile

9, quality policy and objectives

10, institutions, responsibilities and restrictions

1 1, description of quality system elements

12, Instructions for Writing Quality Manual and Reading Guide

13, appendix to supporting documents

Section III Understanding of the Elements of Property Management Quality System

First of all, the responsibilities of managers

The top management shall provide evidence of its commitment to establish and implement the quality management system and continuously improve its effectiveness through the following activities:

A) Communicate to the organization the importance of meeting the requirements of customers and laws and regulations;

B) Formulate the quality policy;

C) Determine the formulation of quality objectives;

D) Conduct management review;

E) ensure the availability of resources.

Second, the quality system

Third, the contract review

Fourth, design control.

Verb (abbreviation for verb) file and data control

Purchase of intransitive verbs

Seven. Control of products provided by customers

Eight, product identification and traceability

Nine. process control

X. Inspection and testing

XI。 Control of inspection, measurement and test equipment

Twelve. Inspection and test status

Thirteen. Control of unqualified products

Fourteen Corrective and preventive action

15. Handling, storage, packaging, protection and delivery

Sixteen. Control of quality records

Seventeen. Internal quality audit

Eighteen. cultivate

Nineteen. service

Twenty, statistical technology

In ISO9000 series standards, quality policy and objectives are the core. What kind of quality policies and objectives will produce what kind of quality system documents and quality management organization system, and the establishment of quality policies and objectives is restricted by enterprise values. For example, under the guidance of user-centered corporate values, quality policies and objectives must always take meeting users' requirements as the highest standard, establish quality values such as "users' problems are my subject, users' requirements are my quality standards, and users are always right", and establish corresponding quality system documents and quality management organization systems under this guidance, all of which are for realizing corporate values, especially corporate quality policies and objectives.