MRF QEHS Manual

MRF Name / Logo
Quality, Environmental and Health & Safety Manual – Template 3
MRF NAME
Replace with MRF name OQC, The Conifers

and contact information Stoney Lane
(then delete this text Ashmore Green
box). Berkshire
RG18 9HD
T: 07and89 482455
F: 01635 86632and
E: enquiries@oxfordqualitycentre.co.uk
W: www.oxfordqualitycentre.co.uk
BUSINESS SYSTEM MANUAL
ISO 9001:2008; ISO 14001:2004 and OHSAS 18001:2007
Document Number: BSM1

Issue Level: 1.0
Controlled / Uncontrolled
(Circle as appropriate)
Uncontrolled Manuals are current at time of issue but will not be automatically updated
Prepared by: Approved by:

Approval logo
OQC / MRF MRF MR
MRF Quality, Environmental and H&S Manual Issue 1

DRAFT MRF NAME
Page
1 Issue control and distribution 3

1.1 Distribution of manual
1.2 Revision status of manual
1.3 Revision status of procedures
2 Company profile and exclusions 4

2.1 Management system scope
3 Overview and company history 4
4 Business management system 5

4.1 Business management system
4.2 Documentation requirements
5 Management responsibility 6
5.1 Management commitment
5.2 Customer focus
5.3 Quality, environmental and Health & Safety policy
5.4 Planning
5.5 Responsibility, authority and communication
5.6 Management review
5.7 Accidents and investigations
6 Resource management 11
6.1 Provision of resources
6.2 Human resources
6.3 Infrastructure
6.4 Work environment
7 Product and service realisation 12

7.1 Planning of product and service realisation
7.2 Customer-related processes
7.3 Design and development
7.4 Purchasing
7.5 Production and service provision
7.6 Control and monitoring of measuring devices
8 Measurement, analysis and improvement 14

8.1 General
8.2 Monitoring and measurement
8.3 Control of non-conforming product
8.4 Analysis of data and evaluation of compliance
8.5 Improvement
Appendix 1 Management system procedure index 19

Appendix 2 Integrated policy statement 20
Appendix 3 Process interaction 21
Appendix 4 Integrated system standards cross reference 22
MRF Quality, Environmental and H&S Manual Issue 1 2

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1 Issue control and distribution
1.1. Distribution of manual
No. Holder
1 Managing Director
Distribution of the management system documentation is by controlled master soft copy over the MRF network.
1.2. Revision status of manual
Rev No Sect No Page No Details of Change Date Authorised By

1 All All First Issue 21/01/2009
1.3. Revision status of procedures
Rev No Procedure No Title Details of Change Date Authorised By

1 All All First Issue 21/01/2009

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2 Company profile and exclusions
MRF Name was established in October 2006, to serve the surrounding area with a purpose build Material Recovery Facility
(MRF). The company processes co-mingled waste on behalf of local councils and direct customers.
The company is situated at a dedicated facility in location with a licensed capacity of 50,000 of dry co-mingled waste.
The environment is an area in which the company believes it can contribute, by effective management of raw materials
processed. The management system will be used as the link to drive environmental policy and adherence to legal
compliance, continual improvement and national and international standards.
2.1 Exclusions to scope: BS EN ISO 9001:2008 Note: Exclusions can be limited to

clause 7 of ISO 9001 and must be
7.3 Design justified and must not affects the
The Manual does not formally address the issues of ISO 9001:2008 Clause 7.3 MRFs ability to meet client and
– Design and Development. The company has excluded clause 7.3 from its statutory and regulatory
system as it is only responsible for processing materials and is not responsible requirements.
for the design of the input or output materials.
7.5.2 Validation of Processes for Production and Service Provision

The company have excluded 7.5.2 from the quality system as there are no processes where the resultant output cannot be
subsequently verified.
Note: Within this manual template, red italic text should be replaced by MRF specific information and the guidance in ‘text
boxes’ should be implemented. All of the text in this manual template is sample text however it is known to meet ISO
certification requirements.
2.1 Management system scope
The scope of the MRF Name management system is as follows:
The segregation, processing and recycling of dry co-mingled materials
3 Overview and company history
MRF Name was established in 19yy. The initial concept and core company business activity was as a twenty-four hour,
seven day a week waste logistics service provider, supporting both waste collection agencies and local councils…
The company’s MRF is an established facility …
Our MRF operation philosophy ensures that we maximise production capacity and reintroduce to the supply chain
everything that is produced. We control the quality of feedstock which results in quality material being produced,
minimising residue whilst maximising recovery of recyclables.
The MRF is an essential stage in the recycling process. In addition to sorting the materials into their respective grades we
remove materials which are considered to be contaminates, thereby eliminating any problems that they cause at the MRF
or later in the recycling process at the destination factories.
Key clients include: The above ‘overview and company history’

 Council 1 information is to be updated / made specific
 Council 2 to the MRF – this allows the manual to be
 Client 3 ‘outward facing’ and gives the reader an
 Client 4 overview of the MRFs capabilities.
 ANO Borough and County Council
MRF Name is registered with The Environment Agency as a licensed waste handler.
The design and implementation of the MRF Name management system has been influenced by MRF Names particular
business environment and risks associated with that environment. In addition, the system has been structured to support
the varying needs of the business, its particular objectives, the services it provides, the processes it employs and its size
and organisational structure.

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The implementation of the requirements if the ISO 9001:2008 international standard have been used to meet customer
and statutory and regulatory requirements applicable to products and services. The implementation and interaction of the
system processes are managed to produce the desired process outcome.
In relation to the International Standard and MRF Names implementation of ISO 9001:2008 the term “product” applies to
the product intended for, or required by, a customer or the product realisation processes. This applies to any intended
output resulting from a product realisation processes, including purchasing.
Where appropriate, statutory and regulatory requirements are also expressed as legal requirements.
4 Business management system
4.1 Business management system
MRF Name has established an Integrated Management System (IMS) in order to ensure that the company:
 Meets or exceeds the requirements and expectations of its customers.

 Continuously monitors, measures and improves customer satisfaction.
 Continuously monitors, measures and improves its own performance.
Through meeting these objectives, MRF Name seeks to manage the effective implementation of their Waste Collection,
Sorting, Recycling and Disposal services.
The processes / procedures for controlling these activities are listed in Appendix 1.
The effectiveness of the IMS is regularly audited, reviewed and improved in accordance with ISO 9001, ISO 14001, OHSAS
18001 and needs of the business.
MRF Name will fulfil its environmental management system objectives through the adoption and implementation of a
range of environmental management techniques including appropriate procedures, programmes and technologies.
Where processes are outsourced (e.g. management system consultancy, Health & Safety support etc) appropriate control
over these processes is implemented. This includes vendor evaluation and selection, product verification and subcontractor
monitoring / feedback.
4.2 Documentation requirements
4.2.1 General
The documented system of MRF Name comprises:
 The business systems manual.

 Health & Safety handbook.
 Integrated management procedures and specific Health & Safety procedures.
 Work instructions in English and other languages as necessary.
 Working forms.
4.2.2 Business system manual
The manual details the objectives, policies, scope and management responsibility for the company and outlines the
methods used to comply with the requirements of the Management System. References are made to procedures as
applicable throughout the manual.
Control of documents
The majority of the company’s IMS documents are stored in an electronic format on shared drives / company network . In
line with this management of electronic documents, a computer backup system is used to provide appropriate document
and data protection.
All controlled documents are approved, reviewed, updated and controlled in accordance with MP01, Control of
Documents Procedure. Only the latest issue of any document is maintained. If it is necessary to hold superseded
documents, these will be identified accordingly.

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Changes to controlled documents are made in accordance with MP01. A register is kept for all controlled documents and
hard copies of the manual and associated procedures / process documents are maintained as reference controlled copies.
Where process documents are more widely distributed as controlled copies (e.g. Work Instruction), these are logged and
updated in a controlled manner through a Register of Controlled Documents.
Documents of external origin, determined by the organisation to be necessary for the planning and operation of the
integrated management system, are also appropriately controlled.
4.2.4 Control of records
The control of records and data that provide evidence of conformance to requirements and the effective operation of the
quality of services and is documented in MP02, Control of Records Procedure.
All documents referenced from MP02 are stored in either hard copy or electronic form for the retention time specified.
This retention time is based on business, regulatory and customer requirements. The data is stored in such a way as to
allow easy cross-reference and retrieval, with key records stored on computer systems being backed up periodically
through MRF Name IT facilities.
5 Management responsibility
5.1 Management commitment
Management commitment to the development, implementation and improvement of the management system is
demonstrable through the continual communication of quality requirements, establishing and support of quality policy and
objectives, the full participation in management reviews, and the provision of appropriate resources.
Legal and other applicable requirements have been taken into account in the implementation and maintenance of the MRF
Name Integrated Management System. Further details of the identification, monitoring and determination of these
requirements and how they apply to the environmental aspects of the organisation are documented in Environmental,
Legal and Communication Aspects Procedure MP08. Legal and other related requirements are reviewed during
Management Review.
5.2 Customer focus
Customer satisfaction is monitored and enhanced through ensuring customer requirements for the services offered are
determined and understood (whether fully specified or not). Customer satisfaction is monitored using appropriate and
documented measures.
5.3 Quality, Health & Safety and environmental policies
Appropriate policies has been produced, reviewed and approved to ensure that they appropriate to the business,
demonstrates commitment to the achievement of quality. Health & Safety and environmental requirements and support
continual improvement. The policies are also used to provide a framework for quality objectives.
The Policy Statements have been signed by the Managing Director and are on display in the office and staff canteen.
Policies are available to the public upon request.
5.4 Planning
5.4.1 Quality, environmental and Health & Safety objectives
Measurable objectives have been formulated and communicated to all personnel as appropriate. Procedures, processes
and management system controls have been developed to help ensure that these objectives are met. The results of
management system effectiveness and customer satisfaction monitoring is analysed and reviewed in conjunction with
these objectives.
Specific environmental and Health & Safety objectives and targets have been documented and communicated. These
objectives are measurable (where practicable) and include commitments to prevention of pollution, compliance with
applicable legal requirements and continual improvement. Targets and objectives in relation to the Quality, Environmental
and Health & Safety management system are set and monitored via Management Review. Review of objectives takes into
account significant environmental aspects, Health & Safety risks, technology, operational and business requirements and
inputs from interested parties.

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The Environmental and OH&S procedures describe how Environmental and OH&S objectives and targets are set and
monitored. When establishing and reviewing its objectives the company will consider legal and other requirements, its
significant environmental aspects, its technological options and its financial, operational and business requirements, and
the views of interested parties.
5.4.2 Management system planning
Planning activities are undertaken to ensure the requirements for quality will be met through the implementation and
improvement of the management system. This includes maintaining the integrity of the system during any significant
changes.
5.4.2.1 Environmental aspects
The company has written environmental procedures to identify all environmental aspects of its activities. These aspects
are listed, evaluated and those deemed to be significant are clearly identified and controlled.
5.4.2.2 Hazard identification, risk assessment and control
The company has established procedures for the identification of hazards and the assessment of risks and the
implementation of necessary control measures. These include:
 routine and non-routine activities;

 activities of all personnel having access to the workplace (including subcontractors and visitors; and
 facilities at the workplace, whether provided by the company or others.
5.4.3 Legal and other requirements
The company has written environmental and OH&S procedures to identify legal and other requirements that apply to the
environmental aspects of its business.
The identification of applicable legal requirements and their application and compliance in relation to environmental
aspects of the organisation is managed in accordance with Environmental, Legal and Communication Aspects
Procedure MP08 and an associated Environmental and Health & Safety Legislation Register.
5.4.4 Environmental and OH&S management programme(s)
The company has written environmental procedures that describe how it plans to meet its environmental and OH&S
objectives and targets.
A programme for achieving environmental and Health & Safety objectives has been established. This includes
responsibilities, time scales and methods and is appropriately maintained. This is supported by an Environmental Aspects
and Impacts Register and Health & Safety procedures.
5.5 Responsibility, authority and communication
5.5.1 Responsibility and authority
The responsibilities of key staff are generally defined by job role description/contract of employment . Core responsibilities
are detailed below. Individual operational responsibilities of other personnel are defined in the relevant operational
procedures.
Managing Director
The MRF Name Managing Director is ultimately responsible for quality of service delivery and ensuring all Company
employees are aware of the Company's Quality Policy. Responsibilities include the following:
 Establishing the long-term strategy and policy for the company’s operations.
 Ensuring that the company has the competence and resources to fulfil its business and management system
objectives, and to deliver against the agreed strategy.
 Monitoring, measurement, analysis, review and improvement of the performance of the company’s operations
against the core measurable quality objectives, and against the overall company objectives.
 Health & Safety as defined within the company Health & Safety Policy.

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 Personnel / provision of adequate resources.
The Managing Director has appointed a Management Representative ( MRF Manager) with responsibility and authority for
managing the integrated Management System. The Managing Director will deputise in carrying out routine Quality
management activities in the absence of the Management Representative.
Management Representative (MRF Manager)

The Management Representative is responsible for:
 Ensuring the Company's quality system remains effective and continues to meet the quality policy, quality
objectives and requirements of the business.
 Overseeing the Internal auditing process.
 Providing appropriate input to periodic management reviews.
The MRF Manager is the Management Representative. An overview of these responsibilities are outlined in section 5.5.2
below.
MRF Manager
The MRF Manager is responsible for ……
Other responsibilities include the implementation and active participation in individuals awareness and understanding of
the Company’s Health & Safety system.
Operations Manager
The Operations manager is responsible for the operational activities both within the company and on-site locations. This
includes quality of work, allocation of suitably trained and qualified staff, adherence to set procedures, co-ordination of all
site related activities / requirements, including Health & Safety concerns and Legislative and Regulatory requirements.
Where some of the above is delegated to assigned staff, this is identified in related procedures .
Purchasing
The purchasing team are responsible for al purchasing and purchase relate activities. This includes; office / general
consumables, Health & Safety standard issue items (Clothing, PPE etc), subcontract services, supplier evaluation, and the
integrity, storage and stock control of deliverables.
Health & Safety Manager

The Health & Safety Manager is responsible for:
 Implementation of the company’s Health & Safety regime as dictated by legislative directives.
 Ensuring safe working practices are satisfactorily implemented and supervised as appropriate to individuals
understanding and training.
 Undertaking of site risk assessments.
 Investigating, recording and reporting services related accidents, near misses and individuals ill health potentially
resulting from work undertaken.
 Establishing continuous dialogue with employees with respect to Health & Safety concerns, issues and in-house
training, and the maintenance of records to support such undertakings.
 Ensuring Health & Safety Directives are followed.
 Advising senior management and concerned parties of changes in Health & Safety legislation, cods of practice and
industrial related standards.
 Reporting details of accidents, dangerous occurrences or diseases that are notifiable to the enforcing authority.
 Liaising with external consultants on Health & Safety issues which may be detrimental to the staff or company.
 Liaising with external organisations, including emergency services etc, as applicable.
 The maintenance of a schedule of statutory examinations of plant and equipment and informing managers of
impending examinations.
 The maintenance and calibration of Health & Safety equipment etc.
Maintenance Supervisor
The Maintenance Supervisor is responsible for the general upkeep of company vehicles and utilities to ensure ongoing
roadworthiness. Scheduling six-weekly vehicle checks and recording / reporting concerns identified. They are also
responsible for raising purchase requests for appropriation of spares / vehicle requirements.
Note: Major defects / maintenance requirements are subcontracted to main dealerships as applicable to job requirements.
Drivers / Site Engineers

Drivers / Site Engineers are responsible for undertaking assignments as defined / directed by the issue of job sheets and
conforming to site / client directives including specified Health & Safety constraints / directives. They are also responsible
for the completion of all site related documentation specific to the job / driver activities. Drivers are also responsible for

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the daily roadworthiness of assigned vehicle and auxiliary service equipment as per the statutory rules laid down by the
Vehicle Inspectorate Department for Transport (VOSA). Identified concerns are recorded and notified to the appropriate
manager for rectification.
Management System Auditor The responsibilities and authorities documented in this section
The IMS Auditor is responsible for auditing of 5.5.1 are samples and need to be adjusted for the MRFs own
management system processes and reporting audit organisation. The manual should include responsibilities of the
findings to the Management Representative. management team and staff who have a specific responsibility
in relation to the management system.
Employees
It is the duty of all employees to act within the legal responsibilities imposed upon them and the company Quality,
Environmental and Health & Safety Policies. All employees are to be familiar with the management system policies and
procedures of the company.
Visitors / Business Partners

Visitors / Business Partners are made aware of the Management System, company policy and procedures. During their
time on MRF Names sites, all visitors are to conduct their business with due consideration to create a minimum impact on
the environment and observe the MRF Name IMS Policies.
Additional responsibilities are described in the company management procedures. A list of these is in Appendix 1 of this
manual. Appropriate resource will be made available essential to the implementation, maintenance and improvement of
the integrated management system. The company structure is documented in an organisation chart located on the
network.
5.5.2 Management representative
The Management Representative (MR) is the MRF Manager.
In addition to other responsibilities, the MR has the authority and responsibility for the implementation and maintenance of
the IMS in accordance with ISO and OHSAS requirements.
In this respect, the Management Representative has general responsibility for:
 Implementation, operation and maintenance of the IMS.

 Reporting the effectiveness of the IMS to the Management Team.
 Promoting customer awareness throughout the organisation.
 Identifying areas of business and IMS improvement.
 Facilitating the implementation of preventive and corrective actions.
In line with ISO 9001:2008, the role of Management

Representative must be a member of the
‘organisations management’ and can no longer be
‘subcontracted’ to an external consultant.
The internal auditing activity can be provided via
either internal, trained (competent) resource or via an
external consultant.
5.5.3 Communication
The Managing Director will ensure that information regarding the performance and effectiveness of the Management
System is communicated, through the Management Representative, to the organisation. Key business information,
performance against targets and effectiveness of the IMS is communicated to the Management Team at monthly
meetings. This information is cascaded throughout the company as appropriate by hardcopy and electronic means.
The process for internal communication of environmental requirements and the management of external environmental
communications is documented in Environmental, Legal and Communication Aspects Procedure MP08. This
includes:
a) internal communication among the various levels and functions of the organisation;
b) communication with contractors and other visitors to the workplace; and
c) receiving, documenting and responding to relevant communications from external interested parties.
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5.6.1 General
The continued suitability, adequacy and effectiveness of the MS is reviewed by Senior Management at least annually. This
will include an assessment of any improvement opportunities and the need for any changes to the MS, including policy and
objectives. A record of all Management Review Meetings is maintained.
5.6.2 Review input
The review inputs include, but are not limited to:
 Follow up actions from previous reviews.

 Results of internal audits.
 Customer feedback, complaints and analysis.
 Process performance and service conformity.
 Status of corrective and preventive actions.
 Changes affecting the Management System.
 Improvement recommendations.
5.6.3 Review output
The outputs from this review will include actions and decisions in relation to:
 Improvements in the effectiveness of the IMS.

 Required resources / training requirements.
 Required audits.
 Customer service and delivery improvements.
Further details are given in the Management Review procedure, MP03.
In addition to the annual review, a document review will be carried out in the event of:
 An incident or accident occurring on a site or notified to MRF Name from external sources that may
indicate that a change of the document is required.
 Information collated that indicates that a review may be required.
 Organisational change sufficient to require significant alternation.
 Changes to the scope of or nature of the operations of MRF Name.
 Unsatisfactory audit report.
 Notification from clients or other sources of revisions to the Standards that indicate changes are
required.
 Update on relevant legislation.
Any updated legislation or standards will be identified and reviewed by the MR and where relevant, brought to the
attention of the company management during monthly safety meetings. Where updated legislation/standards affect the
company, changes are agreed and amendments to procedures undertaken by the MR. Information from these changes will
be communicated to all staff orally by briefings or toolbox talks, and where relevant, in hard copy formats and controlled
documents.
Under the direction of the Managing Director, changes arising from the review will be progressed by the relevant manager
for that particular area of responsibility. However, where changes will require formal validation, the Safety Consultant will
coordinate these.
5.7 Accidents and incidents
The system for the identification of potential accidents, incidents and emergency situations is through risk assessment in
accordance with Health & Safety procedure HSP02. At introduction of new contract / working practices, procedures
are established to deal with potential accidents/incidents from specific hazards, identified from experience. Risks are
assessed on an on-going basis and as work proceeds. Using the risk assessments identified, the company uses its
expertise to provide method statements that include recognised emergency procedures. These are then briefed to all site
staff including any subcontractors.
When an accident/incident/Near Miss occurs, the accident reporting procedure is used to investigate and remedy the
cause. Any accidents or incident that falls into the RIDDOR category shall be reported on form F2508 by the MR and

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submitted to the HSE within 10 days of the occurrence. A copy of the F2508 will be kept on file. The company will assist
and provide any records to regulatory bodies, i.e. Police, HMRI, and HSE, within 24 hours as requested.
On individual contracts a client may specify contract specific arrangements for accident and incident reporting including
communication arrangements. When an accident or incident occurs the client must be informed as soon as possible and
not later than 4 days / in accordance client incident reporting procedures. The results of investigations are integrated into
systems at the earliest opportunity. Senior management will meet on a monthly basis to review the causes of accidents
and corrective and preventive actions implemented to address them. This review may lead to changes in working practices
and staff information briefings to ensure that the root cause is understood and addressed.
Investigations will be undertaken by the company MR in accordance with Health & Safety procedure HSP05.
6 Resource management
6.1 Provision of resources
Senior Management are responsible for providing the necessary resources in terms of both personnel and equipment to
ensure that the processes outlined in the IMS are carried out throughout the entire service realisation process.
Trained auditors are used to ensure that the IMS is followed and that improvements that enhance customer satisfaction
are carried out in a controlled manner.
Auditing is carried out by personnel independent of the process being assessed.
6.2 Human resources
6.2.1 General
It is MRF Names policy that personnel performing work affecting quality are competent based on appropriate education,
training, skills and experience. This is verified through audit and review, and is recorded as appropriate in an individual’s
personnel file.
NOTE: Conformity to product requirements may be affected directly or indirectly by personnel performing any task within
the integrated management system.
6.2.2 Competence, awareness and training
The resource and competency requirements for tasks or roles that affect quality are evaluated and recorded by way of job
descriptions/contracts of employment and the relevant quality records i.e. skills matrices and training and personnel
records. The effectiveness of training carried out is recorded and evaluated through the competence that has been
achieved.
Control of the training process is in accordance with procedure Resource Management MP04.
All new employees are taken through an induction process to comply with quality and Health & Safety requirements. The
induction also covers company background, product / service awareness and customer familiarisation.
Training is available for all employees and is planned and recorded by the use of skills matrices / individual training
records. The effectiveness of both internal and external training is evaluated and recorded, and subsequent corrective
actions are implemented as required.
A review of training effectiveness and ongoing requirements is carried out at least annually and training records are
maintained.
6.3 Infrastructure
All functional areas are provided with the infrastructure required to achieve conformity to business and quality
requirements. This includes buildings, workspace, equipment, vehicles, communications, information systems and
supporting services.
The suitability of buildings, equipment, plant, machinery and workspace is reviewed during management review and
periodic internal management meetings.

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6.4 Working environment
Appropriate working environments have been considered and implemented in achieving service conformity. These include
appropriate office space, IT infrastructure, utilities and facilities. Health & Safety issues are considered and appropriate
practices implemented to ensure safe working conditions.
NOTE The term "work environment" relates to conditions under which work is performed including physical, environmental
and other factors (such as noise, temperature, humidity, lighting, or weather).
Health & Safety elements of work environment are controlled / implemented through the Safety procedures HSP01 to
HSP07.
7 Product and service realisation
7.1 Planning of product and service realisation
Planning of product (output material) and service realisation is carried out at the initial phase of a major contract or the
introduction of waste / output materials. This process may include the review and planning of quality objectives and
requirements for the output material / service, the documents and resources required. The planning of output material
and service realisation also includes the required verification, validation, monitoring, measurement, inspection and test
activities specific to the service and the criteria for output material acceptance.
For any major new projects, project management activities and planning is carried out during the concept phase of a
project.
7.2 Customer related processes
7.2.1 Determination of customer requirements
MRF Name review all enquiries, orders and contracts received from customers to ensure that their requirements can be
met in full and any ambiguities resolved. This determination and capture of product requirements includes the clarification
and agreement of customer requirements including activity scope and service requirements. Any requirements not
specified by the customer but necessary for product or service implementation or compliance with any related statutory
and regulatory requirements are also considered to be a part of this process.
Determination of output material / service requirements include the statutory and regulatory requirements applicable to
the activity and any additional requirements considered necessary by the MRF. This may include post service delivery
activities. Post delivery activities may include actions under contractual obligations such as support services and
supplementary services.
7.2.2Review of customer requirements
All customer orders / contracts are reviewed to ensure that service, quantity and delivery requirements can be satisfied.
Recyclate received as part of an existing contract is reviewed to ensure alignment with existing enquiries or orders. Any
conflict with the standard operational processes are referred back to the customer for resolution.
Orders or enquiries for new or non-standard recycling services are reviewed and referred to the Managing Director to
establish whether current processes and controls are suitable. Any changes to order requirements are reviewed and
communicated to other functions within the company. Records of these reviews are maintained.
Further details are given in procedure MP05, Customer Processes.
7.2.3 Customer communication
Product and service information is supplied to customers via web site, brochures, email and through direct sales / personal
contacts.
Communications such as enquiries, quotes, orders and amendment details are appropriately stored and identified by
customer and contract number.
Customer feedback is proactively sought via direct contact and satisfaction monitoring.
Complaints are documented and recorded in accordance with MP12, Monitoring, Measurement and Improvement.

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7.3 Design and development
Excluded – no design or development activities are currently carried out by MRF Name.
7.4 Purchasing
7.4.1 Evaluation and selection of partners and suppliers
Suppliers and subcontractors are selected on their ability to provide quality goods and services, delivered on time and at
the right price. All suppliers, including outsource partners, are subjected to a supplier quality assurance process.
The level and depth of this process depends on the impact the supplied product or service has on service realisation. A list
of approved suppliers is maintained and their performance monitored.
Subcontractors are reviewed on an annual basis to establish their suitability to act on MRF Names behalf. MRF Name
realise the importance of fostering good supplier relationships. All key suppliers have been made aware of requirements in
terms of quality and regulatory requirements, delivery and price and they are encouraged to highlight any concerns they
may have about meeting these requirements.
The criteria for selection and evaluation of suppliers are contained in the Purchasing Procedure MP06.
7.4.2 Purchasing information
Numbered purchase orders are used for the purchase of all key goods and services. Order numbers are generated and
recorded via a purchase order system.
Purchase orders contain sufficient details to accurately describe the product or services ordered, and will be supported by
detailed purchasing information such as supply agreements or specifications where appropriate.
Approval of purchase orders is in accordance with Purchasing Procedure MP06.
7.4.3 Verification of purchased product
Suitable verification documentation is requested from suppliers as appropriate. This documentation is requested via the
purchase order and can include certificates of conformity and associated data.
If required within the contract, arrangements for the customer to verify purchases and subcontracted work will be written
into the purchase order.
Where appropriate, an incoming inspection will be carried out in accordance with Purchasing Procedure MP06.
7.5 Production and service provision
7.5.1Control of product and service provision
Materials are separated by manual and mechanical means with routine inspection at all stages of the process. These
services are performed under controlled conditions. This includes:
 The use of work instructions (where necessary).

 Monitoring and verification of products and services.
 Standard working methods.
 Identification of standards of acceptable work to be achieved by staff.
7.5.2 Validation of processes
Generally excluded as the output from service provision processes are verified through subsequent monitoring or
measurement.
Where appropriate, the capabilities of all service / recycling processes are regularly monitored to achieve ongoing
improvement and re-validation.
An in-process reject / hold system is in place and is used to identify output material / service that does not comply with
specification, customer requirements or environmental directives at any stage. Records are kept of all shipment and
disposal activities to demonstrate conformance of service.

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7.5.3 Identification and traceability
A unique works order number identifies all work being processed, and Allocation of unique activity identifiers
is allocated on receipt of an order. This number is recorded on all requires review. This must include Duty of
documentation associated with that individual disposal process and Care references that are required on Waste
affords product traceability throughout the initial uplift / loading process Transfer Notes.
to final dispatch / disposal.
7.5.4 Customer property
When customer’s property, site, material, samples, products etc. are made available to the company they will be treated
as a supplier for the purpose of the Management System requirements.
Customer’s property that is lost, damaged or otherwise unsuitable for collection / disposal is recorded and reported to the
customer and senior management.
All employees are responsible for taking care of customer’s property at all times. Free issue material or property is treated
as if received from a supplier.
Further details of product and service provision, validation of processes, identification and trace-ability and customer
property can be found in Service Provision and Operations Procedure MP07 and associated MRF Name process
documents.
7.5.5 Preservation of product
The procedures for the handling, storage, identification and protection of recyclates during the MRF processes are
implemented accordingly.
Materials and products delivered to the MRF site are received, processed (sorted) baled and despatched and in an
appropriate and established safe and recognised manner to ensure that no significant damage or deterioration occurs that
could result in reduction of material quality and / or any potential statutory or environmental consequences.
Protective garments and appropriate transfer equipment is supplied during each process stage to protect personnel and
preserve the conformity of the recycling activity at all times.
All recyclable materials are handled safely and carefully so that no deterioration occurs during transportation to their
destination. Protective clothing is worn at appropriate stages during the MRF processes.
7.6 Control of monitoring and measuring devices
All equipment / vehicles that are used for MRF purposes, Health & Safety purposes, inspection, measuring and testing to
demonstrate the conformance of the service process are controlled and calibrated.
The Weighbridge is calibrated on an annual basis. In addition, it is subjected to regular verification against a known
weight.
All vehicles and associated equipment is checked prior to use to ensure satisfactory status / fitness for use.
Where appropriate, calibration is traceable to National or International Standards and the calibration status identified.
When the equipment fails, the validity of the use prior to this is assessed and appropriate actions taken.
Further details are given in procedure MP10, Control of Equipment.
8 Measurement, analysis and improvement
8.1 General
Monitoring, measurement, analysis and improvement activities are implemented to demonstrate conformity of processes
and services from initial Customer contact through to final acceptance of implemented services / delivered materials.
Monitoring, measurement, analysis and improvement processes will also be implemented to demonstrate conformity and
potential improvement of the management systems. Further details are given in the Monitoring, Measurement and
Improvement Procedure MP12, which includes Corrective and Preventive Action.

DRAFT MRF NAME
MRF Name monitors and measures aspects of activities that affect Operations regularly through a process of pro-active
and reactive arrangements.
Pro-active monitoring includes monitoring of systems for development, installation and operational management, risk
controls and workplace precautions.
Reactive monitoring includes monitoring of accidents, ill health, incidents, deficiencies in Safety, Quality and Environmental
issues.
8.2 Monitoring and measurement
8.2.1 Customer satisfaction
The requirements of the customer are taken into account at all stages of service delivery, by the recording of customer
acceptance, and monitoring of customer satisfaction. This is achieved by regular customer contact, monitoring of
feedback and customer satisfaction surveying in accordance with Procedure MP12.
The data obtained from the above monitoring is reported in the form of metrics detailing customer satisfaction against
targets set out by management review.
8.2.2 Internal audit
Internal audits are performed periodically to verify the use and effectiveness of the quality systems. The audit programme
is planned and published, taking into account the status and importance of the processes to be audited as well as previous
audit results. Internal audits are carried out in accordance with Internal Audit Procedure MP11.
8.2.3 Monitoring and measurement of processes and services
Monitoring and measurement of processes is implemented to demonstrate their ability to achieve planned results. Where
planned results are not achieved, corrective action is taken in a timely manner.
Where a process can be monitored and measured directly, it will be conducted through measurement of process
characteristics. A process that is unsuitable for direct measurement will be monitored through activities such as internal
audit and review of customer satisfaction data (where appropriate). The trends recorded through process monitoring and
measurement is reviewed at management reviews.
Materials are inspected during picking, before baling and are subject to final inspection prior to dispatch. On completion, a
Goods Out note will be signed to authorise dispatch. In addition, where the materials are being transported via a
container, a photograph of the load will be taken.
Proactive monitoring
The following monitoring arrangements are in place to ensure procedures and on site standards are achieved and the
company safety management system is appropriately implemented.
Frequency Action Record Responsibility
Weekly Safety Tour Safety Tour Form MRF Supervisor

Monthly Safety Visits Safety Tour Form MRF Manager / MR
Annually Company Audit Audit Reports MR
Annually Director Board Report Director
The proactive monitoring is also to ensure compliance with:

DRAFT MRF NAME
 Legal requirements.
 Health & Safety rules.
Reactive monitoring
Reactive monitoring takes place of:
 Accident rates, injuries and cases of ill health.

 Damages to property/infrastructure.
 Incidents.
 Hazards.
 System (procedures and standards) performance.
 Lessons learned.
8.3 Control of non-conformity
Non-conforming or badly contaminated materials are suitably identified by a label or marking, and segregated into a
Quarantine area, wherever possible. Suppliers are informed of non-conformances and details are recorded in Incident
Reports, which are retained and reviewed by the Managing Director. When customer complaints are received, they will be
recorded, investigated and corrected to the satisfaction of the customer and the company.
Records of non-conformity are maintained and analysed as part of Management Review. Output material or service non-
conformities are reviewed by authorised staff in order to determine any remedial action and outputs are subsequently
inspected.
In the unlikely event that an output material / service may not fully meet specified requirements, this may be reported on
a concession (quality report). Records of concessions will be held by the Management Representative.
Further details are also contained in procedure the Monitoring, Measurement and Improvement Procedure MP12.
Where non-conformity has an environmental aspect or has resulted in an emergency situation that has an environmental
impact, this will be dealt with in accordance with Emergency Response Procedure MP07 and associated Business
Continuity Plan.
Where a system fault is identified, necessitating changes to documented procedures, the nature of the change is evaluated
to establish its effect on interrelated processes and this Business Systems Manual document. Following any amendment,
revised processes are issued and briefed to the relevant parties, as required.
Where the deficiency did not result from a defect in the system, other actions are taken, depending on the nature of the
non-conformance, for example:
 Re-training of individuals or groups.

 Briefing of staff and contractors.
 Disciplinary action.
 Contract review with Subcontractors.
8.4 Analysis of data and evaluation of compliance
Appropriate data is collected and analysed to demonstrate the effectiveness of the management system processes and the
evaluation of where improvements in the system can be made.
The data generated from monitoring and measurement or other relevant sources is analysed to provide performance
information relating to:
a) Customer satisfaction.
b) Conformity of services.
c) Trends / characteristics of processes / services and preventive action opportunities.
d) Supplier performance.

DRAFT MRF NAME
Evaluation of compliance with applicable legal and associated environmental and Health & Safety requirements is also
carried out and recorded on a periodic basis, primarily through the Management Review process.
8.5 Improvement
8.5.1 Continual improvement
Opportunities for continual improvement will be identified through the review of quality policy, objectives, audit results,
analysis of data, corrective and preventive actions and management review.
Improvements identified and implemented, and the resulting benefits are monitored and the results reported at the
management review.
8.5.1.1 Investigation and lesson learning
Personal accidents are dealt with and the findings of investigations being used to improve safety by onward briefing to
staff, system improvements, and addressing the causes of the event. The process ensures that all incidents are reported
to the Line Manager / MRF Supervisor.
Where significant incidents (including irregular working) occur, a documented investigation is carried out that is
appropriate to the severity and scale of the incident. The investigation is led by the MR / HandS Manager and includes:
 Review of the incident location.

 Review of any equipment used in the task.
 Review of control documentation (method statements, risk assessments etc).
 Review of written reports from involved parties and witnesses.
 Formal interviews with involved parties and witnesses.
 Identification of Immediate, Underlying (contributory) and Root causes of the incident.
 Consideration of other factors related to the incident.
 Development of recommendations to address the findings of the investigation and prevent recurrence.
 Agreement for delivery of recommendations by management, staff and contractors.
 Implementation of recommendations.
Preliminary work (initial investigation for perishable evidence, report gathering etc, implementing immediate action to
address the cause) must be carried out as soon as possible. Full investigation is then carried out to establish the root
causes and identify and implement longer-term preventive measures.
Implementation of actions and recommendation can include:
 Changes to equipment and/ or processes.

 Changes to documented procedures.
 The addition of suppliers involved to the ‘Prohibited Suppliers’ list (used in conjunction with the approved supplier
list).
 Changes to organisation structures.
 Re-training of involved parties.
 Staff and contractor briefing.
The arrangements provide for the results of enquiries to be used to improve Safety by amendment to systems and
briefing.
8.5.2 Corrective action
Any non-conformities will be analysed to develop corrective actions that eliminate cause and prevent recurrence.
Monitoring, Measurement and Improvement Procedure MP12 outlines requirements for:
 Reviewing non-conformities, including customer complaints.

 Determining the cause of non-conformities.
 Evaluating the need for action to prevent re-occurrence.
 Determining and implementing action needed.
 Recording results of action taken.
 Reviewing corrective action implemented.

DRAFT MRF NAME
Customer complaints are recorded via the IMS Reporting system and are prioritised accordingly. The effective and timely
implementation of corrective actions and complaint resolution is monitored.
8.5.3 Preventive action
A review of key processes will be conducted through audit or as indicated by quality data. This review will be used to
identify and eliminate potential non-conformities. The implementation and maintenance of effective procedures is also part
of preventive action planning.
Development of preventive measures also occurs as part of the service provision and contract planning process (risk
analysis). Risk assessments are produced for all new service operations / contracts. In addition, a process of continuous
review is applied to all services and processes to identify possible improvement opportunities.
Further details of Corrective and Preventive action is given in Monitoring, Measurement and Improvement
Procedure MP12.

DRAFT MRF NAME
Appendix 1 - Index of management system procedures and associated documents
MP01 Control of Documents
MP02 Control of Records
MP03 Management Review
MP04 Resource Management
MP05 Customer Processes
MP06 Purchasing
MP07 Service Provision and Operations
MP08 Environmental, Legal and Communication Aspects Procedure
MP09 Emergency Response Procedure
MP10 Control of Equipment
MP11 Internal Audits
MP12 Monitoring, Measurement and Improvement

(Includes Control of Non-Conformity Corrective and Preventive Action)
OP01 Operational Control Procedure
HSHB Health & Safety Handbook
HSP01 Emergency Procedure
HSP02 Risk Assessment Procedure
HSP03 COSHH Procedure
HSP04 Display Screen Equipment Procedure
HSP05 Accident Reporting Procedure
HSP06 Lone Working Procedure
HSP07 Vulnerable Persons Risk Assessment Procedure

DRAFT MRF NAME
Appendix 2 – Integrated policy statement
MRF Name Ltd is committed to providing a quality service to all its customers and operates in accordance with its ISO
9001 integrated management system, ISO 14001 Environmental Management System and OHSAS 18001 Occupation
Health & Safety Management.
Its business and environmental commitment aims to minimize the use of materials and reduce omissions to land, air and
water by reviewing its processes, emissions and use of resources, and by promoting a continual improvement philosophy
throughout all activities.
MRF Name Ltd believes the promotion of Occupation Health & Safety (OHandS) to be a positive investment in the well
being of its workforce. The Company takes very seriously its obligations and responsibilities under the OHandS and related
legislation. Is objective is to provide employees with a safe working environment and a safe system of work.
In achieving this the Company regularly reviews it working practices (including the general working environment and
individual employees' work stations) to ensure that best practices are adhered to or adopted and that safety hazards are
identified and accidents, so far as reasonable practicable, are avoided. In particular, the Company regular monitors the
safety of any equipment or machinery provided by use by employees. All employees who use or supervise the use of such
equipment or machinery are properly trained in its use (including any Health & Safety considerations).
MRF Name Ltd is committed to the continual improvement of its performance by the monitoring of quality, environmental
and Health & Safety issues and through involvement with customers, suppliers, regulatory authorities and the community.
To assist with the above, MRF Name Ltd has implemented an integrated Management System that meets the requirements
of ISO 9001:2008, ISO 14001:2004 and OHSAS 18001:2007.
Compliance and improvement is monitored by process measures and internal audits and is maintained by the timely
implementation of preventive and corrective actions.
Meeting these standards is the responsibility of the entire team. MRF Name Ltd is therefore committed to working with all
stakeholders to support effective operation of the company’s Quality, Environmental and Health & Safety Management
System and the achievement of goals and of specific Quality, Environmental Health & Safety Management Objectives.
(Original signed copy held in office).

DRAFT MRF NAME
Appendix 3 – Process interaction
Management system – BSM, Health & Safety manual, Document control (MP01), Control of records (MP02), Management review (MP03)
Support processes – Resource management (MP04), Purchasing (MP06), Control of equipment (MP10)
Health & Safety

procedures HSP01 Service provision Customer
to HSP07 and operations support
(MP07) processes
Monitoring,
Business Customer processes Environmental Service measurement,
planning (MP05) aspects and delivery and improvement
impacts register acceptance and internal
audits (MP11
Environmental Emergency and MP12)
Environmental aspects, legal preparedness
legislation requirements and response
register and comms (MP08)
(MP07)
Customer communication (MP05), Customer satisfaction (MP12)

21
DRAFT MRF NAME
Appendix 4 – Integrated system standards cross reference
Integrated System Requirement ISO 9001 Quality Clause ISO 14001 Environmental Clause OHSAS 18001 H&S Clause
4.1 General requirements 4.1 4.1 4.1

4.2 Policy 5.1, 5.3 4.2 4.2
4.3 Planning 4.3 4.3
4.3.1 Identification and evaluation of aspects, 5.2, 5.4.2, and.2.1, and.2.2 4.3.1 4.3.1
impacts and risks
4.3.2 Identification of legal and other 5.3(b), and.2.1(c) 4.3.2 4.3.2
requirements
4.3.3 Contingency planning 8.3 4.4.and 4.4.and
4.3.4 Objectives 5.4.1 4.3.3
4.3.5 Organisation structure resources, roles, 5.5 4.4.1 4.4.1
responsibility and authority
4.4 Implementation and operation
4.4.1 Operational control and 4.4.6 4.4.6
4.4.2 Management of resources 6 4.4.1, 4.4.2 4.4.1, 4.4.2
4.4.3 Documentation requirements 4.2 4.4.4, 4.4.5, 4.5.4 4.4.4, 4.4.5, 4.5.4
4.4.4 Communication 5.5.3, and.2.3, 5.3(b), 5.5.1 4.4.3 4.4.3
4.5 Performance assessment
4.5.1 Monitoring and measurement 8.1 4.5.1 4.5.1
4.5.2 Evaluation of compliance 8.2.4 4.5.2 4.5.2
4.5.3 Internal audit 8.2.2 4.5.5 4.5.5
4.5.4 Handling of non-conformities 8.3 4.5.3 4.5.3
4.6 Improvement
4.6.1 General 8.5.1 4.5.3 4.5.3
4.6.2 Corrective, preventive and improvement 8.5.2, 8.5.3 4.5.3 4.5.3
actions
4.7.1 General 5.6.1 4.6 4.6
4.7.2 Input 5.6.2
4.7.3 Output 5.6.2

221

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BUSINESS SYSTEM MANUAL

ISO 9001:2008; ISO 14001:2004 and OHSAS 18001:2007

Document Number: BSM1

Prepared by: Approved by:

MRF Quality, Environmental and H&S Manual Issue 1

1 Issue control and distribution 3

2 Company profile and exclusions 4

3 Overview and company history 4

4 Business management system 5

7 Product and service realisation 12

8 Measurement, analysis and improvement 14

Appendix 1 Management system procedure index 19

MRF Quality, Environmental and H&S Manual Issue 1 2

1.1. Distribution of manual

1.2. Revision status of manual

Rev No Sect No Page No Details of Change Date Authorised By

1.3. Revision status of procedures

Rev No Procedure No Title Details of Change Date Authorised By

MRF Quality, Environmental and H&S Manual Issue 1 3

2.1 Exclusions to scope: BS EN ISO 9001:2008 Note: Exclusions can be limited to

7.5.2 Validation of Processes for Production and Service Provision

2.1 Management system scope

The scope of the MRF Name management system is as follows:

The segregation, processing and recycling of dry co-mingled materials

3 Overview and company history

The company’s MRF is an established facility …

Key clients include: The above ‘overview and company history’

MRF Quality, Environmental and H&S Manual Issue 1 4

4 Business management system

4.1 Business management system

 Meets or exceeds the requirements and expectations of its customers.

4.2 Documentation requirements

The documented system of MRF Name comprises:

 The business systems manual.

4.2.2 Business system manual

MRF Quality, Environmental and H&S Manual Issue 1 5

4.2.4 Control of records

5.1 Management commitment

5.2 Customer focus

5.3 Quality, Health & Safety and environmental policies

5.4.1 Quality, environmental and Health & Safety objectives

MRF Quality, Environmental and H&S Manual Issue 1 6

5.4.2 Management system planning

5.4.2.1 Environmental aspects

5.4.2.2 Hazard identification, risk assessment and control

 routine and non-routine activities;

5.4.3 Legal and other requirements

5.4.4 Environmental and OH&S management programme(s)

5.5 Responsibility, authority and communication

5.5.1 Responsibility and authority

MRF Quality, Environmental and H&S Manual Issue 1 7

Management Representative (MRF Manager)

Health & Safety Manager

Drivers / Site Engineers

MRF Quality, Environmental and H&S Manual Issue 1 8

Visitors / Business Partners

5.5.2 Management representative

The Management Representative (MR) is the MRF Manager.

In this respect, the Management Representative has general responsibility for: