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| 01.PR001 Holding a Meeting |
1.1 Outline the objectives of the meeting
Outline objectives of the meeting to ensure the meeting is necessary.
Things to consider:
-What is the purpose of the meeting?
-What are the expected outcomes?
-Why is this meeting required?
-Could the desired outcomes be achieved in another way?
-Can this be resolved in less than 10 minutes during "surgery" time?
-What needs to be discuss or communicated and why? |
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1.2 Outline the agenda items
Outline the items that will be discussed at the meeting to meet the objectives. |
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1.3 Allocate time to agenda items
Think about how the conversation will go to allocate a set amount of time for each agenda item. This will ensure the meeting goes to time.
You should allocate breaks if the meeting is over one hour. |
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1.4 Provide reports or documents
Consider any documents that will be referenced during the meeting and attach these explicitly stating that they are to be reviewed prior to the meeting. |
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1.5 Identify attendees
Identify only those that need to be at the meeting.
You should consider the following:
-could the circulation of notes/minutes reduce the number of attendees
-how much the meeting would cost the company
-attendees own time and priorities |
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1.6 Identify chair
Identify who will chair the meeting
Chair responsibilities:
-Keeps discussion on topic/agenda
-Ensures everyone gets equal ‘airtime’
-Keeps discussions on time
-Deals with conflict |
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1.7 Identify the location
Identify the meeting location taking into consideration:
1. Space required for attendees:
-tables and chairs
-computers
-is seating required?
2. Room facilities
-webcams
-whiteboards
-projectors
-phones |
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1.8 Identify a suitable date and time
Identify a date and time when all attendees are available by checking their calendar.
Check the location of the meeting is available to ensure there are no room conflicts with other meetings. |
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1.9 Send meeting invite
Once all the above criteria have been identified and entered, send the meeting invite. This allows people to have prior warning on what will be discussed, books in the attendees and reserves the room. |
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2.2 Record actions
Record any actions and decisions made. Actions should be reviewed at the end of the meeting to confirm understanding and responsibility.
This ensures that decision have been recorded for future reference and follow up actions are recorded and delegated.
Actions should be recorded on ERP under the project number. |
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3.1 Distribute actions
Distribute recorded actions to all attends and those concerned.
This ensure that decisions have been made and understood and that follow up actions are implemented. |
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| 01.PR003 Raising a Suggestion |
1.1 Create suggestion
Any suggestions for business improvement should be sent to the following email address:
continuous-improvement@metrongroup.co.uk
All suggestions are collated on a monthly basis and dealt with as part of the monthly management process. This address is not for registration of non-conformances or for raising help desk issues. For information on raising non-conformances and help desk issues, please see the relevant section of the LMS. |
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2.1 Create suggestion
If the originator would prefer to remain anonymous (not possible via email) they can write/type up their suggestion and place it in the suggestion box in the Board Room.
As with emailed suggestions, all suggestions are collated on a monthly basis and dealt with as part of the monthly management process. This suggestion box is not for registration of non-conformances or for raising help desk issues. For information on raising non-conformances and help desk issues, please see the relevant section of the LMS. |
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| 01.PR004 Monthly Management Meetings |
1.1 Process New Suggestions
Review new emails sent to continuous-improvement@metrongroup.co.uk and any suggestions added to the suggestions box since the last meeting. The content should be assessed and, if applicable, added to the Operational Improvement Opportunities Register.
Any suggestions related to terminology used by Metron are noted for discussion at the management meeting by the QA Manager.
Where suggestions do not constitute genuine improvement opportunities (e.g. non-conformances or helpdesk requests). The originator should be informed and asked to action accordingly.
Once processed, the email should be moved to the archive folder in the mailbox. |
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| 05.PR010 Goods IN |
3.1 Identify
Categorise the item(s) further:
(1) Information Systems Department purchases - Distribute to the Business Systems Manager
(2) Metron support assets - proceed to section 3.2
Non-consumable items that require adding to the asset register.
(3) Metron non-project procurement - proceed to section 3.3
Consumable items.
Where goods received have been ordered using a GTS Metron PO, update the company accounting package to mark the goods as received. |
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3.2 Register Metron Support Assets
Remove the item(s) from packaging and add any reusable packaging to storage in the goods in area. Dispose of or recycle any packaging that cannot be reused. Throw away any foam chips to general waste.
Add the item to, or update the items details, in the asset register, using the registering assets process.
Link: Registering and updating assets process
Distribute goods to the relevant department/person. |
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3.3 Metron non-project procurement
Distribute to the relevant department/person. |
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| 05.PR014 Change in already indentified risk to project deliverables |
1.1 Risk of not achieving a deliverable identified
I/P from 05.PR001
Originator to notify project team. |
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| 05.PR018 Quarantine |
1.1 Identify Item (Asset, tool, etc.) as requiring quarantine.
The i/p's to this process are from:
05.PR019 Hire Equipment
05.PR013 Control of Monitoring & Measuring Devices
Items requiring to be quarantined may be broken, unidentified, unregistered, out of calibration, or any other reason that would justify removing it from operational use.
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1.2 Complete Quarantine Label
Take a brown tag quarantine label and record information such as:-
Reason for quarantine, date, initials of originator etc., and attach label to item.
Labels can be found in the goods in area.
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1.3 Inform Operations
Inform Operations, via email to Operations@Metrongroup.co.uk, that the item has been placed in the quarantine area. Include the specific location and the reason for quarantining the item. |
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| 05.PR026 Failed Product & Control of non-conforming outputs |
1.1 Notification of fault found / given to Metron. Operations manager notified.
I/p - 05.PR001 - Project delivery
A fault or non-conforming output could be discovered by a Metron employee during assembly, testing, installation or commissioning, or similar activities whilst offshore, onshore or by the client themselves (several possibilities).
Whoever receives the notification (Metron employee) is to ensure the Operations Manager is made aware.
For parts or materials that have been procured but have failed during in-house testing after having been released for use (for example), should follow the Non-Conforming Goods Process so that they can be returned to the supplier. |
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1.2 Non-conformance to be raised within system.
See non-conformance process for how to add this to the system.
Non-conformance to be treated as a priority.
If a product has failed after it has already been delivered, then it should be logged as a failed product within the NC register (tick box).
If we have received a client complaint, make sure that this is recorded.
If we have provided a non-conforming service then ensure that the details are logged, especially the personnel involved (e.g. not following agreed work pack or client instructions etc). |
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1.3 Communication made to Metron staff that a non-conforming product has been found (i.e. a Metron provided product has failed).
Details of non-conformance to be communicated to defined parties and details of steps to be taken moving forward. |
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| 07.PR002 Purchasing - Materials, Equipment or Services |
1.1 Identify Need
I/P from 05.PR001 Project Delivery
Identify a need to purchase supplies/services. Inputs from this process can come from any business unit but most likely it will be procurement for an operational need. |
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1.2 Obtain Quotes
For all non-operational goods and services with a total value over £1,000 and where practicable, the originator should attempt to seek the most cost effective supplier. Multiple quotes may be required.
Quotes should be obtained from companies on our approved suppliers list, which can be accessed via our accounting software.
If this is not possible, a new supplier can be sourced. |
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1.3 Purchase Requisition
Complete a purchase requisition.
Ensure there is sufficient information provided to external supplier. Examples include:
-Any requirements for approval of the product, equipment or service.
-Any quality management system requirements such as certificates of conformity, witnessing of tests or inspection records required, including any requirement to use calibrated equipment.
-How the two parties will communicate during the procurement process
-Scope of work, part no's & descriptions as necessary
-Details of any attached drawings or approved technical information, including it's revision.
-Any substances that need to be managed under COSHH legislation
-Any specific competency requirements
-If performance monitoring will be used, then it will be detailed in the Purchase order
-Any specific logisitical requirements, including unloading at Metrons' site.
-Commercial details (price, required delivery etc).
Also, make sure that the supplier part number is used as opposed to client provided numbers as these may be outdated.
Consult Engineering Director, if required. |
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1.4 Approval
Obtain the necessary approvals as identified by the limits of authority document.
The approver should also ensure that the technical information provided to external suppliers is sufficient.
Seek assistance of Engineering Director, if required. |
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1.5 Submit
Submit the approved purchase requisition to the Finance department.
The hard copy of the purchase requisition should be placed in The New Purchase Requisition tray. |
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1.11 Update
If a change to the expected delivery date arises, update the information on the accounts package and inform the originator.
If the items are delayed, enter a note on the Memo tab of the Supplier account, stating the PO number and a brief description.
Return to 1.9 until order is complete |
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| 07.PR006 Non Conforming Goods |
1.1 Non-Conforming Product Identified
I/P's from:
05.PR001 Project Delivery
07.PR002 Purchasing - Materials, Equipment or Services
09.PR001 Goods In
Product is identified as not conforming when the goods received do not meet the requirements specified on the Metron purchase order.
This could be due to several issues, such as;
Wrong product provided
Wrong material provided
Damaged in transit
Product not meeting design
Service delivery not meeting agreed expectations
Incorrect certification / paperwork
Etc.
The non-conformity may be detected at goods-in or it may have already been released as it met initial checks (e.g electrical parts/ PCB's etc).
Seek the assistance of the Operations Manager if required.
Ensure photos have been taken as evidence.
Store any information in the project folder as these can be used for any subsequent NC investigation. |
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1.2 Register Non Conformance
If there are issues raise a Non-Conformance on ERP.
Goods are not to be released for use.
If goods have failed after having already been released from Goods-In, ensure that this is recorded in the Non-conformance register.
Seek assistance if required, to locate goods-in paperwork. |
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1.4 Agree Corrective Action
Agree a suitable corrective action with the supplier. If the supplier's suggested corrective actions are anything other than replacement, they should only be agreed in consultation with the purchase originator.
The level of consultation will be dependent of the complexity of the non-conformity. Seek assistance of Operations coordinator, if required.
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1.5 Update Non Conformance
Advise the person responsible for completing the non-conformance and the agreed corrective action.
Update the non-conformance on ERP.
The NC register will be used as an i/p to the Supply Chain Management process, to help monitor, control and evaluate suppliers. |
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| 07.PR007 Expenses |
1.1 Identify expenses to be claimed
I/P from staff member to claim expenses incurred on behalf of Metron.
Expenses are to be recovered as/when required.
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1.2 Complete Form
Complete relevant form to recover expenses and attach original purchase receipts. |
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1.3 Review + approve
Expenses are reviewed by the Line Manager, if recoverable, the form should be signed and dated and placed in the Expenses tray. If not recoverable the form is to be returned to the Originator with the reason for refusal. |
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1.5 Payment
Make payment. |
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| 07.PR018 Credit Card Management |
1.2 Approval
Obtain the necessary approvals from Dept Manager and Office Manager for any departmental invoices. |
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| 08.PR011 Requesting Toil |
1.1 Identify the need
Idenify the need for toil
Anyone can originate a request |
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1.2 Contact Manager
Send email to line manager requesting a toil allocation be made - confirm the amount of days (standard day 8 hours)
Deadline: 3rd week each month |
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1.3 Consider allocation request
Check with Operations Coordinator
Option 1: accept - move to next stages of the process
Option 2: reject - explain reason for the decision to the employee
If accepted go to 2.0 |
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2.1 Creation of Toil
Create a toil allocation in ERP. Tick the toil once it has been submitted to payroll. Ensure it is validated. Advise employee of approval via email.
Note: Employee free to make a leave request as per process PRO11.
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| 09.PR004 Dangerous Goods |
1.1 Identification of dangerous goods
I/P From
09.PR003 Goods Out
05.PR027 Mobilisation of Equipment and Personnel
Originator to notify Storeman that dangerous goods have been identified entering or exiting the business or that items classed as dangerous goods are to be sent out. |
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1.2 Source MSDS
For incoming goods:
Item(s) to be quarantined. If the item is a chemical, this is to be placed, unopened, on bunding in a well-ventilated area. Do not place in COSHH cabinet. All other items are to be placed on the quarantine shelves. Source the most recent MSDS and COSHH for the item(s).
For outgoing goods:
Source MSDS / COSHH from originator. |
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| 10.PR005 Raising an Information Systems Request in Helpdesk |
1.1 Identify Need
A Metron incident/support request is identified by the originator. |
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1.2 Submit Information Systems Report Form
A new request is submitted through the Helpdesk using the Information Systems report template. You should ensure you complete the following details:
-Level - Incident / Support (see note for definition)
-Subcategory
-Item
-Subject
-Description An incident is an interruption in the normal functioning of a service or system. For example, an internal system being inaccessible, the phones not working.
A support request is any request made in accordance with the SLA that is not defined as an incident. For example, new tools and additions being added to an internal system, new user or printer setup. |
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2.1 Assign technician and acknowledge request report
A default Technician should be automatically assigned. The technician should acknowledge the new report by sending an email confirmation and update the status of the request to 'in progress'.
Incident:
Response within 30 minutes of the incident being reported
Support:
Response within 24 hours of the incident being reported Central services and software will be available Monday to Friday 8:30-5:30. Any requests made out with these hours of coverage will be responded to in the next working day. |
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3.1 Assign Due Date
The Technician sets a due date and time for the request in line with the SLA:
Incident:
Within 4hrs of incident being reported (incident affecting a single user)-within 2hrs of incident being reported (incident affecting more than one user)
Support:
Within 72hrs of request being submitted or as agreed with requester.
The Originator will be notified via email once a due date and time has been set. |
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3.2 Find solution
The Technician finds a solution to the request. This may involve collaborating with the Originator to find a suitable solution. This should be recorded on helpdesk using the reply function. |
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3.4 Verify acceptance of solution
Check that the Originator is satisfied with the solution by entering the solution and updating the status to 'resolved'. |
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3.5 Accept solution
The Originator should update the status of the request to 'closed' if they are satisfied with the solution. |
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| 10.PR012 Author System Management |
1.1 Identify the need to update IMS
The originator should have sent the scanned approved change request and electronic version of the approved documents and/or processes as per the IMS Change Management process to the Business Systems Manager.
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4.1 Make IMS live
Upload the entire contents of the "Working Copy" folder to the GoDaddy server.
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| 11.PR001 Development of Metron Training Courses |
1.1 Need Identified
A need for a new online training course is identified.
The following information should be obtained:
-Training Course Name
-Client
-Author(s)
-Approver
-Due Date
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2.1 Obtain technical training course information
Complete section 2 and 3 of the build notes template with relevant course information such as objectives, voiceover text, graphics and any developer notes to assist the Graphic and Multimedia Developer in creating the training course. |
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2.2 Obtain build notes approval
Review build notes to ensure they fit the training course purpose and requirements.
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4.2 Upload training course contents
Upload the SCORM package to the training course page on the LMS and add both the author and the approver as "learners" of the training course. See notes for setting completion criteria.
Quiz:
Set the completion criteria by ""pass grade""
Presentation:
Set completion criteria by ""Passed/Completed"" |
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4.3 Upload supporting reference material
If reference material has been supplied, this should be uploaded to the LMS training course page.
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4.4 Review training course
Review the training course page ensuring the training course matches with the approved build notes and training course requirements.
Go to 3.1 if design changes are required.
Go to 2.1 if content changes are required. |
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4.5 Obtain training course approval
Review the training course to ensure the training course purpose and requirements have been achieved.
Go to 3.1 if design changes are required.
Go to 2.1 if content changes are required. |
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4.6 Review training course completion criteria
Review each activity in the training course to ensure the completion criteria is set correctly and the completion criteria for the overall training course is set.
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| 13.PR008 IMS Change Management |
1.1 Identify need
A change requirement (input), can be generated throughout the business. A need for a change can be identified by any staff member. |
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2.1 Obtain Change Request Number
Obtain a change request number and complete the required fields on the Change Request Register.
To update the 13.DC005 download the register - Update the relevant details and upload back onto the system |
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2.2 Complete the Change Request Form
Complete a change request form and complete all required fields. Detail the required changes along with a list of impacted processes and documents that require reference/amendments.
All supporting documentation should be attached to the Change Request Form.
Note: Any new documents created require approval using the document approval section of the change request form.
Consider impacts throughout the business. If either a new document / process is required, or there is a need to update an existing document or process, a change request form is required. |
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2.3 Detail a roll out plan
List how the changes will be rolled out within the Company. This can be as simple as an email notification to all staff to an invitation to a training session. If possible, identify who will be rolling out the change. Also consider how the effectiveness of the change will be evaluated. |
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3.1 Distribute for Review
Ensure that the proposed change is discussed and agreed with the Document owner and all FBU Managers who will be affected by the change. Refer to company organogram if necessary. |
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3.3 Amend Change Request
Update the change request to incorporate any reviewer's amendments. If conflicting feedback has been received from Approver(s), consensus should be sought before proceeding. |
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4.1 File the Document
Merge the change request and marked-up document(s) to one file under the name of the change request number. Save this file in the Approved Change Requests Forms folder. |
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4.2 Forward Approved Changes
For process changes the scanned approved change request and electronic versions of all approved processes should be emailed to the Business Systems Manager.
This should be done prior to the stated due date. |
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4.3 Implement Approved Changes
Approved document changes are assigned an updated document number and/or revision and uploaded by the Document owner. Notify the business systems manager if this is not an already existing document.
For process and information system changes; The Business Systems Manager will make the changes within the system. Consultation with the Business Systems Manager is essential throughout this process if there is any uncertainty.
The originator should be informed once the process and / or system changes have been implemented |
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4.4 Roll-out Changes and monitor effectiveness
Proceed with the associated roll-out plan - this is to include appropriate communication as required (consider email, Lunch and Learns, notice boards, toolbox talks, meetings, training, personal letters, etc. all as viable options). |
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| 13.PR010 Raising a Non-Conformance |
1.1 Potential Non-Conformance identified
The following information can be used as a reference to help facilitate the effective data entry into the NC register.
NC's can be raised by any staff member of staff.
This can be done by any means of communication to the QHSE manager.
The main process inputs are: I/P's to process:
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1.2 Review proposed non-conformance to determine if a genuine NC
Determine if the NC is a genuine non-conformity. The QHSE manager will carry out a review of the situation and if deemed necessary will record directly on the Non-Conformance Register, where the NC reference number will be generated.
If it is an Opportunity foe Improvement (OFI) then inform the Originator to send the OFI to the following e-mail address:
continuous-improvement@metrongroup.co.uk
If the NC does not match the criteria required (such as interdepartmental grievance or similar), inform the originator accordingly.
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2.1 Perform Analysis
Perform analysis of NC and complete the following within 13.TM012 Non-Compliance Report.
• Type of NC, Report reference number obtained from 13.DC024 Non-Conformance Register,
• any project number associated,
• The severity that the NC will, or could have on the business (Minor, Moderate, Major)
• Originator/raised by details,
• Report Classifications,
• Internal Report including Full details,
• list of applicable Procedures.
• Internal Investigation including Root Cause/s, Corrective Action Required,
• Investigations findings and recommendations.
Save NC Report as the report reference number in folder on SharePoint
Link to SharePoint folder
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2.2 Review and Approve Analysis
All completed fields within the 13.TM012, as above, should be checked at the time of the review.
Remedial actions/agreements reached should be inputted into Review section of 13.TM012, Internal Investigation sign off and date to be completed
Refer to 13.TM012 Non-Compliance Report
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4.1 Complete Actions
Complete all actions identified in 13.DC023 relating to the NC
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| 14.PR015 Contractor health and safety management |
1.1 Assign the Responsible Staff Member
In most cases, the Responsible Staff Member will be assigned from the business Unit of where the works will be carried out. This may not always be the case. However, it is important that the Responsible Staff Member who is assigned has sufficient competence to help ensure that the works are executed in a safe manner and that the expectations are met. |
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1.2 Prepare
The person who has organised the external contractors must notify the designated Responsible Staff Member prior to their arrival, detailing:
-Their reason for being on site.
-The work they will be carrying out
-Their contact information
-If an additional technical point of contact is required and whom that person is.
The Responsible Staff Member to complete External Contractor Assessment Sheet |
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1.5 Re-assess
Any reasonable objections regarding the future disruption should be taken into consideration (i.e. works will affect training courses, projects etc.) and amendments to the scope/schedule should be implemented as appropriate.
If no objections are raised and there are no changes to the planned dates, then continue to 1.6
If the scope of work has not changed, go-to 1.5 but if the planned dates have changed then revert to 1.3.
If the scope of work has changed, revert to 1.1 |
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| 14.PR023 Driving for Work |
1.1 Requirement to drive at work
Employee identifies a need to drive company vehicle whilst at work. |
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| 52.PR009 MOUK Requesting Training |
1.1 Identify requirement for training
Need is identified for training
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1.2 Discuss requirement with KAM and Operations manager
Identified need is dicussed with KAM and Operations manager. Justification to be given.
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