ISO 9001:2015
Quality Management System
General
At DastN LLC, we aim to become pioneers in building a digitalized business community and rendering
individuals and companies successful through integrating our cutting-edge solutions in their businesses. We understand the importance of prompt response, quality delivered services and on time delivery.
DastN LLC.
Haus Cumberland, Kurfürstendamm 194
10707 Berlin, Germany
Tel.: +49 30 430 956 890 Fax.: + 49 30 430 956 899
https://www.dastn.com/
This Quality Manual specifies requirements that DastN uses to address Client satisfaction, to meet Client and applicable regulatory and statutory requirements and to meet ISO 9001:2015 requirements, and is supported by additional procedures where necessary.
This Quality Manual specifies the general requirements for DastN competence towards a management system for quality, administrative and technical operations.
1. Scope
This Quality Manual specifies requirements for a quality management system where DastN:
A. Needs to demonstrate its ability to consistently provide services that meet clients and applicable statutory and regulatory requirements, and
B. Aims to enhance client satisfaction through the effective application of the system, including processes for improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements.
All the requirements of this ISO 9001:2015 are generic and are intended to be applicable to any organization, regardless of its type or size, or the products and services it provides;
2. Normative References
ISO 9000:2015, Fundamentals and vocabulary
ISO 9001:2015, Quality management systems
3. Terms and Definitions
For the purposes of this document, the terms and definitions given in ISO 9000:2015 apply.
4. Context of the Organization
4.1. Understanding the Organization and its Context
DastN has determined external and internal issues that are relevant to its purpose and its strategic direction and that affect its ability to achieve the intended result(s) of its quality management system.
DastN monitors and reviews information about these external and internal issues.
4.2. Understanding the Needs and Expectations of Interested Parties
Due to their effect or potential effect on DastN's ability to consistently provide services that meet client and applicable statutory and regulatory requirements, DastN determined:
A. The interested parties that relevant to the quality management system;
B. The requirements of these interested parties that are relevant to the quality management system.
Millennium monitors and reviews the information about these interested parties and their relevant requirements.
4.3. Determining the Scope of the Quality Management System
DastN has determined the boundaries and applicability of the quality management system to establish its scope.
When determining this scope, Millennium considered:
C. The external and internal issues referred to in 4.1;
D. The requirements of relevant interested parties referred to in 4.2;
E. The products and services of DastN.
DastN applies all the requirements of this International Standard if they are applicable within the determined scope of its quality management system.
The scope of DastN's quality management system is available and maintained as documented information. The scope states the types of services covered, and provides justification for any requirements that DastN has determined is not applicable to the scope of its quality management system.
Conformity to ISO 9001 are only claimed if the requirements determined as not being applicable do not affect DastN's ability to ensure the conformity of its product and services and the enhancement of client satisfaction.
Scope of Registration
The Scope associated with DastN activities and registration is:
IT consulting, software development, digital marketing, branding and e-commerce.
4.4 Quality Management System and its Processes
4.4.1 DastN has established, implemented, maintains, and continually improves a quality management system, including the processes needed and their interactions, in accordance with the requirements of this International Standard.
DastN has determined the processes needed for the quality management system and their application throughout DastN, and
A. Determined the inputs required and the outputs expected from these processes;
B. Determined the sequence and interaction of these processes;
C. Determined and applied the criteria and methods (including monitoring, measurements and related performance indicators) needed to ensure the effective operation and control of these processes;
D. Determined the resources needed for these processes and ensure their availability;
E. Assigns the responsibilities and authorities for these processes;
F. Addresses the risks and opportunities as determined in accordance with the requirements of 6.1;
G. Evaluates these processes and implement any changes needed to ensure that these processes achieve their intended results.
H. Improves the processes and the quality management system.
4.4.2 To the extent necessary, DastN
I. Maintains documented information to support the operation of its processes
J. Retain documented information to have confidence that the processes are being carried out as planned
5. Leadership
5.1. Leadership and Commitment
5.1.1. General
Top management demonstrates leadership and commitment with respect to the quality management system by:
A. Taking accountability for the effectiveness of the quality management system;
B. Ensuring that the quality policy and quality objectiveness are established for the quality management system and are compatible with the context and strategic direction of Millennium;
C. Ensuring the integration of the quality management system requirements into Millennium’s business process;
D. Promoting the use of the process approach and risk-based thinking;
E. Ensuring that the resources needed for the quality management system are available;
F. Communicating the importance of effective quality management and of conforming to the quality management system requirements;
G. Ensuring that the quality management system achieves its intended results;
H. Engaging, directing and supporting persons to contribute to the effectiveness of the quality management system;
I. Promoting improvement; and
J. Supporting other relevant management roles to demonstrate their leadership as it applies to their areas of responsibility.
5.1.2. Customer Focus
Top management demonstrates leadership and commitment with respect to customer focus by ensuring that:
A. Client and applicable statutory and regulatory requirements are determined, understood and consistently met;
B. The risks and opportunities that can affect conformity of products and services and the ability to enhance client satisfaction are determined and addressed; and
C. The focus on enhancing client satisfaction is maintained.
5.2. Policy
5.2.1. Developing the Quality Policy
Top management has established, implemented and maintains a quality policy that:
A. Is appropriate to the purpose and context of DastN and supports its strategic direction;
B. Provides a framework for setting quality objectives;
C. Includes a commitment to satisfy applicable requirements; and
D. Includes a commitment to continual improvement of the quality management system.
5.2.2. Communicating the Quality Policy
The Quality Policy:
A. Is available and maintained as documented information;
B. Is communicated, understood and applied within the organization; and
C. Is available to relevant interested parties, as appropriate
Quality Policy:
Our Global Quality Management Systems support DastN High Performance, High Value strategy, and are integrated into the principles of our Core Values, our Key Beliefs, our people, our services and our social responsibilities.
At DastN, each of us must be committed to our Quality Management Systems and our vision of Target Zero because its people, it is personal. Although compliance is required, commitment to our Quality Management Systems is the framework that strengthens a culture where people are excited about their contributions to High Performance, High Value results. We believe this policy is in the best interest of all interested parties where we operate.
Our success in reaching Target Zero and our Quality objectives will be achieved through:
• Management's commitment to ensure the Global Quality policy, standards and procedures are understood by interested parties.
• Acting in accordance with regulatory requirements in the countries where we operate, supported by internal and external audits while working toward compliance in ISO 9001:2015 International standards.
• Conducting our business responsibly within the communities where we operate.
• Promoting partnership and collaboration with interested parties where quality processes and procedures deliver sustainable success.
• Implementing quality equipment maintenance practices and procedures that deliver continuous, sustainable success.
• Establishing quality performance objectives to ensure our High Performance, High Value strategy is achieved.
• Maintaining confidence of interested parties through clear communication, consultation and collaboration.
• Commitment to our Target Zero vision and the quality Management Systems will drive our High Performance, High Value, which in turn leads to improved cost, profitability, sustainability and a culture committed to excellence.
General Manager: Adam Sulaiman
Berlin, Germany
28 August 2022
5.3. Organizational Roles, Responsibilities, and Authorities
Top management ensures that the responsibilities and authorities for relevant roles are assigned, communicated and understood within DastN.
Top management assigns the responsibility and authority for:
A. Ensuring that the quality management system conforms to the requirements of this International Standard;
B. Ensuring that the processes are delivering their intended outputs;
C. Reporting on the performance of the quality management system and on opportunities for improvement (see 10.1), in particular to top management;
D. Ensuring the promotion of Customer focus throughout DastN; and
E. Ensuring that the integrity of the quality management system is maintained when changes to the quality management system are planned and implemented.
6. Planning
6.1. Actions to Address Risks and Opportunities
6.1.1 When planning for the quality management system, DastN considered the issues referred to in 4.1 and the requirements referred to in 4.2 and determined the risks and opportunities that need to be addressed to:
A. Give assurance that the quality management system can achieve its intended results;
B. Enhance desirable effects;
C. Prevent, or reduce, undesired effects; and
D. Achieve improvement.
6.1.2 DastN plans:
A. Actions to address these risks and opportunities;
B. How to:
1. Integrate and implement the actions into its quality management system processes (See 4.4)
2. Evaluate the effectiveness of these actions.
Actions taken to address risks and opportunities are proportionate to the potential impact on the conformity of services.
6.2.Quality Objectives and Planning to Achieve Them
6.2.1 DastN has established quality objectives at relevant functions, levels and processes needed for the quality management system.
The quality objectives are:
A. Consistent with the quality policy;
B. Measurable;
C. Taken into account applicable requirements;
D. Relevant to conformity of products and services and to enhancement of customer satisfaction;
E. Monitored;
F. Communicated; and
G. Updated as appropriate.
DastN maintains documented information on the quality objectives.
6.2.2. When planning how to achieve its quality objectives, DastN has determined:
A. What will be done;
B. What resources will be required; c) Who will be responsible;
C. When it will be completed; and
D. How the results will be evaluated.
6.3. Planning of Changes
When DastN determines the need for changes to the quality management system, the changes are carried out in a planned manner (see 4.4).
DastN considers:
A. The purpose of the changes and their potential consequences;
B. The integrity of the quality management system;
C. The availability of resources; and
D. The allocation or reallocation of responsibilities and authorities.
7. Support
7.1 Resources
7.1.1 General
DastN determines and provides the resources needed for the establishment, implementation, maintenance and continual improvement of the quality management system.
DastN considers:
E. The capabilities of, and constraints on, existing internal resources; and
F. What needs to be obtained from the external providers.
7.1.2 People
DastN determines and provides the persons necessary for the effective implementation of its quality management system and for the operation and control of its processes.
7.1.3 Infrastructure
DastN determines, provides, and maintains the environment necessary for the operation of its processes and to achieve conformity of products and services.
A. Buildings and associated utilities;
B. Equipment, including hardware and software;
C. Transportation resources; and
D. Information and communication technology.
7.1.4 Environment for the Operation of Processes
DastN determines, provides and maintains the environment necessary for the operation of its processes and to achieve conformity of services.
E. Social (e.g. non-discriminatory, calm, non-confrontational);
F. Psychological (e.g. stress reducing, burnout prevention, emotionally protective);
G. Physical (As most of our employees are working remotely so they have the opportunity to stay at home where they get more control, better work-life balance, and Better wellbeing)
These factors can differ substantially depending on the products and services provided.
7.1.5 Monitoring and Measuring Resources
7.1.5.1 General
DastN determines and provides the resources needed to ensure valid and reliable results when monitoring or measuring is used to verify the conformity of products and services to requirements.
DastN ensures that the resources provided:
A. Are suitable for the specific type of monitoring and measurement activities being undertaken; and
B. Are maintained to ensure their continuing fitness for their purpose.
C. DastN retains appropriate documented information as evidence of fitness for purpose of the monitoring and measurement resources.
7.1.6 Organizational Knowledge
DastN determines the knowledge necessary for the operation of its processes and to achieve conformity of services.
This knowledge is maintained and made available to the extent necessary.
When addressing changing needs and trends, DastN considers its current knowledge and determines how to acquire or access any necessary additional knowledge and required updates.
7.2 Competence
DastN:
H. Determines the competence of person(s) doing work under its control that affects the performance and effectiveness of the quality management system;
I. Ensures that these persons are competent on the basis of appropriate education, training, or experience;
J. Where applicable, take actions to acquire the necessary competence, and evaluate the effectiveness of the actions taken; and
K. Retain appropriate documented information as evidence of competence.
7.3 Awareness
DastN ensures that persons doing work under the DastN’s control are aware of:
A. The quality policy;
B. Relevant quality objectives;
C. Their contribution to the effectiveness of the quality management system, including the benefits of improved performance; and
D. The implication of not conforming with the quality management system requirements.
7.4 Communication
DastN determined the internal and external communications relevant to the quality management system, including:
A. On what it will communicate;
B. When to communicate;
C. With whom to communicate;
D. How to communicate; and
E. Who communicates.
7.5 Documented Information
7.5.1 General
DastN’s quality management system includes:
A. Documented information required by ISO 9001:2015; and
B. Documented information determined by DastN as being necessary for the effectiveness of the quality management system.
7.5.2 Creating and Updating
When creating an updating documented information, DastN ensures appropriate:
A. Identification and description (e.g. title, date, author, or reference number);
B. (e.g. language, software version, graphics) and media (e.g. paper, electronic); and
C. Review and approval for suitability and adequacy.
7.5.3 Control of Documented Information
7.5.3.1 Documented information required by the quality management system and by ISO 9001:2015 are controlled to ensure:
A. Availability and suitable for use, where and when it is needed; and
B. It is adequately protected (e.g. from loss of confidentiality, improper use, or loss of integrity).
7.5.3.2 For the control of documented information, DastN has addressed the following activities, as applicable.
A. Distribution, access, retrieval and use;
B. Storage and preservation, including preservation of legibility;
C. Control of changes (e.g. version control); and
D. Retention and disposition.
Documented information of external origin determined by DastN to be necessary for the planning and operation of the quality management system is identified as appropriate and controlled.
Documented information retained as evidence of conformity are protected from unintended alterations.
8.Operation
8.1 Operational Planning and Control
DastN planned, implemented and controls the processes (see 4.4) needed to meet the requirements for the provision of products and services, and implemented the actions determined in Clause 6, by:
A. Determining the requirements for the products and services;
B. Establishing criteria for:
1. The processes;
2. The acceptance of products and services;
C. Determining the resources needed to achieve conformity to the product and service requirements;
D. Implementing control of the processes in accordance with the criteria; and
E. Determining and keeping documented information to the extent necessary:
1. To have confidence that the processes have been carried out as planned;
2. To demonstrate the conformity of services to their requirements.
DastN ensures that outsourced processes are controlled.
8.2 Requirements for Products and Services
8.2.1 Customer Communication
Communication with Customers includes:
A. Providing information relating to services;
B. Handling inquiries, contracts or orders, including changes;
C. Obtaining customer feedback relating to services, including customer complaints;
D. Handling or controlling customer property; and
E. Establishing specific requirements for contingency actions, when relevant.
8.2.2 Determining the Requirements Related to Services
When determining the requirements for the product and services to be offered to Clients,
DastN ensures that:
The requirements for the services are defined, including:
A. Any applicable statutory and regulatory requirements;
B. Those considered necessary by DastN;
C. DastN can meet the claims for the product and services it offers.
8.2.3 Review of Requirements Related to Products and Services
8.2.3.1 DastN ensures that it has the ability to meet the requirements for services offered to clients.
DastN conducts a review before committing to supply services to a clients, to include:
A. Requirements specified by client, including the requirements for delivery and post- delivery activities;
B. Requirements not stated by the client, but necessary for the specified intended use, when known;
C. Requirements specified by DastN;
D. Statutory and regulatory requirements applicable to the services; and
E. Contract or order requirements differing from those previously expressed.
DastN ensures that the contract or order requirements differing from those previously defined are resolved.
The client’s requirements are confirmed by DastN before acceptance, when the client does not provide a documented statement of their requirements.
8.2.3.2 DastN retains documented information, as applicable:
A. On the results of the review; and
B. On any new requirements for the services;
8.2.4 Changes to Requirements for Services
DastN ensures that relevant documented information is amended, and that relevant persons are made aware of the changed requirements, when the requirements for services are changed.
8.3 Design and Development of Products and Services
8.3.1 General
DastN has established, implemented, and maintains a design and development process that is appropriate to ensure the subsequent provision of products and services.
8.3.2 Design and Development Planning
In determining the stages and controls for design and development, DastN considers:
A. The nature, duration, and complexity of the design and development activities;
B. The required process stages, including applicable design and development reviews;
C. The required design and development verification and validation activities;
D. The responsibilities and authorities involved in the design and development process;
E. The internal and external resource needs for the design and development of services;
F. The need to control interfaces between persons involved in the design and development process;
G. The need for involvement of customers and users in the design and development process;
H. The requirements for subsequent provisions of services;
I. The level of control expected for the design and development process by client and other relevant interested parties; and
J. The documented information needed to demonstrate that design and development requirements have been met.
8.3.3 Design and Development Inputs
DastN determines the requirements essential for the specific types of services to be designed and developed. DastN considers:
A. Functional and performance requirements;
B. Information derived from previous similar design and development activities;
C. Statutory and regulatory requirements;
D. Standards or codes of practice that DastN has committed to implement; and
E. Potential consequences of failure due to the nature of the services.
Inputs are adequate for design and development purposes, complete, and unambiguous. Conflicting design and development inputs are resolved.
DastN retains documented information on design and development inputs.
8.3.4 Design and Development Controls
DastN applies controls to the design and development process to ensure that:
A. The results achieved are defined,
B. Reviews are conducted to evaluate the ability of the results of design and development meet requirements;
C. Verification activities are conducted to ensure that the design and development outputs meet the input requirements;
D. Validation activities are conducted to ensure that the resulting products and service meet the requirements for the specified application or intended use;
E. Any necessary actions are taken on problems determined during the reviews, or verification and validation activities; and
F. Documented information of these activities is retained.
8.3.5 Design and Development Outputs
DastN ensures that design and development outputs:
A. meet the input requirements;
B. are adequate for the subsequent processes for the provision of services;
C. include or reference monitoring and measuring requirements, as appropriate, and acceptance criteria;
D. specify the characteristics of the services that are essential for their intended purpose and their safe and proper provision.
DastN retains documented information on design and development outputs.
8.3.6 Design and development changes
DastN identifies, reviews, and controls changes made during, or subsequent to, the design and development of services, to the extent necessary to ensure that there is no adverse impact on conformity to requirements.
DastN retains documented information on:
A. Design and development changes;
B. The results of reviews;
C. The authorization of the changes; and
D. The actions taken to prevent adverse impacts.
8.4 Control of Externally Provided Processes, Products, and Services
8.4.1 General
DastN ensures that externally provided processes, products, and services conform to requirements.
DastN determines the control applied to externally provided processes, products, and services when:
A. Products and services from external providers are intended for incorporation into DastN’s own services; and
B. A process, or part of a process, is provided by an external provider as a result of a decision by DastN.
DastN determines and applies criteria for the evaluation, selection, monitoring of performance, and re-evaluation of external providers, based on their ability to provide processes or products and services in accordance with requirements. DastN retains documented information of these activities and any necessary actions arising from the evaluations.
8.4.2 Type of Extent Control
DastN ensures that externally provided processes, products and services do not adversely affect DastN’s ability to consistently deliver conforming products and services to its customers.
DastN:
A. Ensures that externally provided processes remain within the control of its quality management system;
B. Defines both the controls that it intends to apply to an external provider and those it intends to apply to the resulting output;
C. Takes into consideration:
1. The potential impact of the externally provided processes, products and services on Millennium’s ability to consistently meet customer and applicable statutory and regulatory requirements;
2. The effectiveness of the controls applied by the external provider;
D. Determines the verification, or other activities, necessary to ensure that the externally provided processes, products and services meet requirements.
8.4.3 Information for External Providers
DastN ensures the adequacy of requirements prior to their communication to the external provider.
DastN communicates to external providers its requirements for:
A. The processes, products and services to be provided;
B. The approval of:
1. Products and services;
2. Methods, processes and equipment;
3. The release of products and services;
4. Competence, including any required qualification of persons;
5. The external providers’ interactions with DastN;
6. Control and monitoring of the external providers’ performance to be applied by DastN; and
7. Verification or validation activities that DastN, or its customer, intends to perform at the external providers’ premises.
8.5 Production and Service Provision
8.5.1 Control of Production and Service Provision
DastN implements production and service provision under controlled conditions. Controlled conditions include, as applicable:
A. The availability of documented information that defines:
1. The characteristics of the services to be provided, or the activities to be performed;
2. The results to be achieved;
B. The availability and use of suitable monitoring and measuring resources;
C. The implementation of monitoring and measurement activities at appropriate stages to verify that criteria for control of processes or outputs, and acceptance criteria for products and services have been met;
D. The use of suitable techniques for the operation of processes;
E. The appointment of competent persons, including any required qualification;
F. The implementation of release, delivery and post-delivery activities.
8.5.2 Identification and Traceability
DastN uses suitable means to identify outputs when it is necessary to ensure the conformity of products and services.
DastN identifies the status of outputs with respect to monitoring and measurement requirements throughout production and service provision.
DastN controls the unique identification of the outputs when traceability is a requirement and retains the documented information necessary to enable traceability.
8.5.3 Property Belonging to Customers or External Providers
DastN exercises care with property belonging to customer or external providers while it is under DastN’s control or being used by DastN.
DastN identifies, verifies, protects and safeguards customer’s or external providers’ property provided for use or incorporation into the products and services.
When the property of a customer or external provider is lost, damaged or otherwise found to be unsuitable for use, DastN reports this to the customer or external provider and retains documented information on what has occurred.
8.5.5 Post-delivery Activities
DastN meets requirements for post-delivery activities associated with the services.
In determining the extent of post-delivery activities that are required, DastN considers:
A. Statutory and regulatory requirements;
B. The potential undesired consequences associated with its services;
C. Customer requirements; and
D. Customer Feedback.
8.5.6 Control of Changes
DastN reviews and controls changes for service provision, to the extent necessary to ensure continuing conformity with requirements.
DastN retains documented information describing the results of the review of changes, the person(s) authorizing the change, and any necessary actions arising from the review.
8.6 Release of The Service
DastN has implemented planned arrangements, at appropriate stages, to verify that the service requirements have been met.
The release of services to the customer, do not proceed until the planned arrangements have been satisfactorily completed.
DastN retains documented information on the release of services (Delivery report).
8.7 Control of Nonconforming Outputs
8.7.1 DastN ensures that outputs that do not conform to their requirements are identified and
controlled to prevent their unintended use or delivery.
DastN takes appropriate action based on the nature of the nonconformity and its effect on the conformity of the services. This also applies to nonconforming services detected after the delivery during or after the provision of services.
8.7.2 DastN retains documented information that:
A. Describes the nonconformity;
B. Describes the actions taken;
9. Performance Evaluation
9.1 Monitoring, Measurement, Analysis and Evaluation
9.1.1 General
DastN determines:
A. What needs to be monitored and measured;
B. The methods for monitoring, measurement, analysis and evaluation needed to ensure valid results;
C. When the monitoring and measuring is performed;
D. When the results form monitoring and measurement are analyzed and evaluated.
DastN evaluates the performance and the effectiveness of the quality management system. DastN retains appropriate documented information as evidence of the results.
9.1.2 Customer Satisfaction
DastN monitors customers’ perceptions of the degree to which their needs and expectation have been fulfilled. DastN determines the methods for obtaining, monitoring and reviewing this information.
9.1.3 Analysis and Evaluation
DastN analyzes and evaluates appropriate data and information arising form monitoring and measurement.
The results of analysis are used to evaluate:
A. Conformity of products and services;
B. The degree of customer satisfaction;
C. The performance and effectiveness of the quality management system;
D. If planning has been implemented effectively;
E. The effectiveness of actions taken to address risks and opportunities;
F. The performance of external providers; and
G. The need for improvements to the quality management system.
9.2 Internal Audit
9.2.1 DastN conducts internal audits at planned intervals to provide information on whether the quality management system:
A. Conforms to:
1. DastN’s own requirements for its quality management system;
2. The requirements of ISO 9001:2015
B. Is effectively implemented and maintained.
9.2.2 DastN has:
A. Planned, established, implemented and maintains an audit program including the frequency, methods, responsibilities, planning requirements and reporting, which is taken into consideration the importance of the processes concerned, changes affecting DastN, and the results of previous audits;
B. Defined the audit criteria and scope of each audit;
C. Selected auditors and conducts audits to ensure objectively and the impartiality of the audit process;
D. Ensured that the results of the audits are reported to relevant management;
E. Take appropriate correction and corrective actions without undue delay; and
F. Retain documented information as evidence of the implementation of the audit program
9.3 Management Review
9.3.1 General
Top management reviews DastN’s quality management system, at planned intervals, to ensure its continuing suitability, adequacy, effectiveness and alignment with the strategic direction of DastN.
9.3.2 Management Review Inputs
Management review is planned and carried out taking into consideration:
A. The status of actions from previous management reviews;
B. Changes in external and internal issues that are relevant to the quality management system;
C. Information on the performance and effectiveness of the quality management system, including trends in:
1. Customer satisfaction and feedback from relevant interested parties;
2. The extent to which quality objectives have been met;
3. Process performance and conformity of products and services;
4. Nonconformities and corrective actions;
5. Monitoring and measurement results;
6. Audit results;
7. The performance of external providers;
D. The adequacy of resources;
E. The effectiveness of actions taken to address risks and opportunities (see 6.1); and
F. Opportunities for improvement
9.3.3 Management Review Outputs
The outputs of the management review include decisions and actions related to:
A. Opportunities for improvement;
B. Any need for changes to the quality management system; and
C. Resource needs.
DastN retains documented information as evidence of the results of management reviews.
10 Improvement
10.1 General
DastN determines and selects opportunities for improvement and implements any necessary actions to meet customer requirements and enhance customer satisfaction.
These include:
A. Improving products and services to meet requirements as well as to address future needs and expectations;
B. Correcting, preventing or reducing undesired effects; and
C. Improving the performance and effectiveness of the quality management system.
10.2 Nonconformity and Corrective Action
10.2.1 When a nonconformity occurs, including any arising from complaints, DastN:
A. Reacts to the nonconformity and, as applicable:
1. Takes action to control and correct it;
2. Deals with the consequences;
B. Evaluates the need for action to eliminate the cause(s) of the nonconformity, in order that it does not recur or occur elsewhere, by:
1. Reviewing and analyzing the nonconformity;
2. Determining the causes of the nonconformity;
3. Determining if similar nonconformities exist, or could potentially occur;
C. Implements any action needed;
D. Reviews the effectiveness of any corrective action taken;
E. Updates risks and opportunities determined during planning, if necessary; and
F. Makes changes to the quality management system, if necessary.
Corrective actions are appropriate to the effects of the nonconformities encountered.
10.2.2 DastN retains documented information
as evidence of:
A. The nature of the nonconformities and any subsequent actions taken; and
B. The results of any corrective action.
10.3 Continual Improvement
DastN continually improves the suitability, adequacy and effectiveness of the quality management system.
DastN considers the results of analysis and evaluations, and the outputs from the management review, to determine if there are needs or opportunities that are addressed as part of the continual improvement.