INTEGRATED SOLUTIONS
QUALITY MANUAL
|
Prepared By: |
|
|
Lead Author, Integrated Solutions |
Date |
|
APPROVED BY & EFFECTIVE ON DATE OF SIGNATURE BELOW: |
|
|
Yufen Chang Yu, Integrated Solutions |
Date |
IN ACCORDANCE WITH THE ISO STANDARD, THE QUALITY MANUAL IS REVIEWED, AT A MINIMUM
ANNUALLY, AND THE DOCUMENT IS CHANgeD AS NECESSARY. ALL CHANGES ARE REVIEWED
AND APpROVED BY THE MANAGEMENT TEAM.
Integrated Solutions
2124 Hwy. #35
Holmdel, New Jersey 07733
|
CHANGE SHEET
|
||||||
|
TITLE: Quality Manual |
||||||
|
DESCRIPTION OF CHANGE |
||||||
|
ISSUE |
DATE |
SECTION |
DESCRIPTION |
|||
|
1.0 2.0
2.1
|
3/5/97 6/17/97 " " 8/1/97 |
All 1.0 2.0 fig. 1 fig. 1 |
· Original issue.
|
|||
TABLE OF CONTENTS
1.0 MISSION STATEMENT
2.0 VISION STATEMENT
3.0 INTRODUCTION
4.0 QUALITY SYSTEM REQUIREMENTS
4.1 MANAGEMENT RESPONSIBILITY
4.2 QUALITY SYSTEM
4.3 CONTRACT REVIEW
4.4 DESIGN CONTROL
4.5 DOCUMENT AND DATA CONTROL (QUALITY AND DEVELOPMENT)
4.6 PURCHASING
4.7 CONTROL OF CUSTOMER-SUPPLIED PRODUCT
4.8 PRODUCT IDENTIFICATION AND TRACTABILITY
4.9 PROCESS CONTROL
4.10 INSPECTION
4.11 CONTROL OF INSPECTION, MEASURING, AND TEST EQUIPMENT
4.12 INSPECTION AND TEST STATUS
4.13 CONTROL OF NON-CONFORMING PRODUCT
4.14 CORRECTIVE ACTION AND PREVENTIVE ACTION
4.15 HANDLING, STORAGE, PACKAGING, PRESERVATION AND DELIVERY
4.16 QUALITY RECORDS
4.17 INTERNAL QUALITY AUDITS
4.18 TRAINING
4.19 SERVICING
4.20 STATISTICAL TECHNIQUES
C Customer Focused
O Objective Oriented
R Reliability
E Enterprising Advancements
2.0 Vision Statement
C Close to Client
H High Quality Work
O Open Communications
I Integrity & Initiative
C Connect to Open System
E Pursuit for Excellence
The Integrated Solutions Quality Manual is the policy document providing the framework for the Quality System at Integrated Solutions . The Quality Manual is the first tier in a multi-tier documentation system describing the Quality System.
The Quality Manual references the next tier of the process and procedure manuals within the Quality System documentation. These documents will provide the who, what, when, where, and how implementation of the Quality System. Together, these documents provide a common-sense framework Integrated Solutions can use to design, develop, deliver, install and maintain products and services with a consistent level of quality.
The manual is intended:
· For internal planning by management, especially during periodic reviews of the Integrated Solutions Quality System
· As a repository of information on Integrated Solutions ’ quality practices
· As a tool for internal and external audit teams during assessment of the Integrated Solutions Quality System
The Quality Manual is organized along the lines of the ISO 9001 1994 standard and ISO 9000-3. IT.
The Integrated Solutions Quality System is expected to evolve as new technologies emerge and continuous improvements are made. Consequently, this manual is a living, working document and will be updated as necessary under change control.
4.0 Quality System Requirements
Continually Improving Our Processes to Provide Quality Services
4.1.2 Organization
4.1.2.1 Responsibility and Authority
It is the responsibility of the Integrated Solutions CEO/President to define and implement processes, controls and measurements which ensure that products and services meet the quality requirements of internal and external customers. To meet this objective, each process owner defines and implements their respective part of the Quality System consistent with Integrated Solutions Mission Statement and Quality Policy.
It is the responsibility of the Integrated Solutions process owners to:
· Identify and satisfy their customers
· Continuously improve processes
· Initiate action to prevent the occurrence of product nonconformity
· Identify and record any product quality problems
· Initiate, recommend or provide solutions through designated channels
· Verify the implementation of solutions
· Control further processing, delivery or installation of non-conforming product until the deficiency has been corrected
Continuous improvement is the responsibility of all personnel at Integrated Solutions . The quality function is distributed to each organization responsible and accountable for meeting or exceeding the expectations of its customers. The individual's success in fulfilling quality responsibilities is dependent upon many factors, such as training, resources and processes.
The ISO 9000 Coordinator has the responsibility for maintenance of the Quality Manual and has been given the organizational freedom to identify quality problems and to initiate corrective action concerning the Quality System.
Everyone plays a role in providing and improving quality. It is part of each person's job to understand their role, and actively look for ways to expand it.
Individuals in the organization, especially those concerned with product quality or customer satisfaction issues, make decisions using the Quality Policy as criteria. There is no inherent conflict between quality, cost and schedule; however, when process failures create a conflict, the customer's continuing experience of quality has priority.
Each Integrated Solutions employee has an objective package. Each Integrated Solutions employee has an organization chart. An employee's general responsibility and authority are defined in these two documents.
Finally, individual objective packages, processes, procedures, work instructions and, where applicable, project plans define specific responsibility and authority for a particular project, job or task.
References · Individual Objective Package
· Organization Charts
It is the responsibility of the product teams to assure that process owners implement product verification requirements, provide adequate resources and assign trained (independent as appropriate) personnel for all activities.
References
· Project Plans
· Quality Systems Audit Process
· Quality System Management Review
4.1.2.3 Management Representative
The ISO 9000 Coordinator is responsible for assuring that the requirements of the ISO 9001 standard are implemented and maintained. This function reports to the Integrated Solutions CEO/President.
References · Organizational Charts
Management review of data indicating the effectiveness of the quality system periodically (See the Integrated Solutions Audit Schedule for review dates). Email communication or meeting minutes are filed in all cases where the review is considered formal and/or action plans relating to the quality system are formed. Formal reviews where Quality Management System data may be presented are:
· Senior Management Review of the Quality System (Quarterly)
· Internal Audit Findings Review (Quarterly)
· External Audit Findings Review (Quarterly)
· Preventative Action (Key Learnings) (Quarterly)
4.1.4 ISO 9000 Coordinator
It is the responsibility of the Integrated Solutions Quality Manager to:
· Develop and maintain quality strategies, policies and programs, and to ensure their effective implementation
· Provide overall quality leadership to process owners relative to Quality System definition and measurement requirements
· Provide quality awareness and training relative to quality methodologies and tools
· Assist process owners in identifying world class process benchmarks
· Develop methods to measure the effectiveness of prevention-based methodologies to achieving continuous process, product and service improvement
· Analyze customer satisfaction data and provide summaries for management
· To ensure process owners dedicate resources to resolve critical customer issues and to ensure proactive actions are taken to correct product deficiencies discovered in the field
The Integrated Solutions quality system has three objectives:
1. To facilitate consistent engineering and delivery of products and services that meet customers' needs and expectations.
2. To assure management that desired product and service quality is being achieved.
3. To provide confidence to customers that products and services will consistently meet their needs and expectation.
4.2.2 Quality System Procedures
The quality system philosophy strives to maintain a consistent and disciplined approach while allowing flexibility to accommodate innovation and special circumstances. Plans and procedures are put into place to the extent that circumstances are predictable. When deviations occur, the Quality System allows for the deviation to be identified quickly and applies engineering judgment and good business practice to maintain a quality result. The Waiver Policy will be invoked as needed.
The plans, along with their implementation, will become part of the quality record system maintained in the Document Control (DC). The plans are reviewed and approved by all organizations concerned with their implementation.
The Quality Policy is disseminated to employees by their management. There will be a constant emphasis on the need to achieve internal and external customer satisfaction. Planning for ongoing quality awareness is considered a qualitative requirement of the annual planning process.
Each non-development department is responsible for continuously improving its policies, processes and procedures in order to meet the quality requirements of its internal and external customers.
The Quality Plan is developed by the CEO/President.
References: · Document Control Policy
· Documentation Control Procedure
· Quality Manual
· Quality Plan
· Waiver Policy
Integrated Solutions CEO/President develops and maintains horizontal procedures for contract review and coordinates these activities. The CEO/President also owns the process for negotiating and administering contracts.
The development or service supplier will review each contract to ensure that:
· Quality and service requirements are adequately defined and documented
· Requirements differing between Integrated Solutions and the customer are resolved
Changes to the Contract are covered in the Contract Review Process and must be approved by the Integrated Solutions CEO/President.
Product Management will ensure the maintenance of contract review records as part of Quality Records.
References: · Contract Review Process
Integrated Solutions has developed a Design Review Process that will ensure that the Design is reviewed with the appropriate individuals and the changes are traceable.
4.4.2 Design & Development Planning
The Design Process is split into hardware, firmware and software design and is used in all product development
At a high level, the product development cycle can be broken into phases:
· Pre-Development: Design Requirements
· Development: Design and Verification
Activities during the Pre-Development stage are loosely defined, and consist of information gathering and setting of strategies. The Development phase begins when a Project Plan is approved for a given product, product group or product family.
The Project Plan is required to document the work entailed in developing the defined product. A Project Plan includes information such as a statement of work, a work breakdown structure, resource requirements, schedule, milestones and deliverables. It identifies the person or department responsible for design and development. Engineering is responsible for documenting the Project Plan with input from all organizations with product delivery activity. Resources and personnel are defined by the Project Plan.
A Baselined Project Plan is required for all programs.
References: · Design Review Process
4.4.3 Organizational and Technical Interfaces
Each Integrated Solutions employee participating in product development is responsible for the definition and implementation of products which meet customer needs. Formal sign-off and review activities designated between groups shall be addressed in the regular meetings of the team with actions assigned as applicable. Deviations shall be described in the Project Plan.
Functional organization charts are issued and maintained by the Document Control Coordinator (DDC).
Each employee has an objectives package, and is identified on an organization chart. Each employee negotiates objectives with their immediate supervisor at least once each year, which further define their responsibility and authority.
References: · Project Plan
Design input is documented for each project. The documentation is hierarchical, with each succeeding document containing a greater level of detail.
Each document is reviewed during the baselining process, and once baselined, is put under change control. A change control document may be updated based on input from review meetings, or by entering a Modification Request (MR). Changes may be made to reflect design decisions, address changing market conditions or clarify an incomplete, ambiguous or conflicting requirement.
The definitive reference at any point in time will consist of the latest revision of the baselined document, all review meeting minutes to date, and all accepted MR’s to date. Other changes under consideration (but not yet accepted) may be found in project team e-mail records and the assigned or submitted MR list.
All documents are driven by a variety of formal and informal information sources. The process for collecting information is flexible; however, when an assumption is based on an external information source, this source will be defined in the end notes of the formal document. Information sources include: business needs, market conditions, customer requests, technological innovation and strategic plans and any regulatory input as applicable.
The full list of design output is defined by the Project Plan. A minimum set of output would include:
Technical Specification: The detailed description of how the features and functionality described by the input documents are realized in the product.
Design Review: The review of the requirements, and interfaces.
Release Letter: A full description of the product, consolidating engineering documentation into a single document intended for field marketing and support organizations.
Engineering Design Information, Design Release: The design information needed to manufacture the product; minimally, and golden masters for software.
Acceptance Criteria: The applicable quality gate
Reference: · Quality Plan
· Scope and schedule for design reviews
· Records will be kept and followed through to closure.
The test strategy for a product is defined by the Project Plan. The plan will list:
· Applicable testing unique to the design (such as conformance testing by a third party)
The Project Plan is supported by a test plan which defines all qualification tests and demonstrations which will be performed. The test plan is derived from the functional requirements and technical specification.
· Schedule for Alpha & Beta testing as appropriate
Integrated Solutions maintains disciplined control of the product while allowing customers or Integrated Solutions personnel to suggest changes to released products. A change to released product or documentation is initiated by an MR. The MR is reviewed by appropriate personnel and, if accepted, the formal change is completed through a development release or documentation update.
4.5 Document and data Control (Quality and Development)
Documentation is maintained by the Integrated Solutions Document Control Coordinator (DDC). The DDC obtains document and Index revisions and maintains the on-line system. A hard copy backup of the documents is located in the Integrated Solutions office and the development and support area on site. Printed copies are Uncontrolled and are no longer an official copy. Only copies obtained by asking DDC for the latest copy. The distribution, tracking, change control and approval of these documents is defined by the Document Control Policy.
All source control will be tracked through a source control system.
4.5.1 Document and Data Approval and Issue
The Integrated Solutions Documentation Control (DC) Procedure covers submission, distribution, tracking, change control and approval procedures for all Program Realization Process documentation. This policy promotes an efficient turn-around of Development information and DC maintains an accurate historical record of all development documentation.
4.5.2 Document and Data Changes
In daily operations, the control and maintenance of documents and inspection and test data is generally defined in the processes and procedures. Revision levels of processes, procedures and work instructions are controlled by the Document Control Coordinator.
References: · Document Control Policy
· Documentation Control Procedure
It is the policy of Integrated Solutions to evaluate sub-contractors and consultants on a case-by-case basis, using the best information available from a wide variety of sources, including but not limited to:
· Technical and financial evaluation
· Past experience with the sub-contractor
Integrated Solutions shall ensure that purchased product or service conforms to specified requirements. The requesting department is responsible for specifying, reviewing and approving the product/service requirements.
4.6.2 Evaluation of Subcontractors
Purchased materials and services affecting product or service quality shall be obtained from approved suppliers who have demonstrated their ability to meet requirements. Integrated Solutions shall strive to use a small group of strategic suppliers who are best-in-class.
Integrated Solutions will also recognize a current registration with an accredited Certification Authority reflecting the appropriate ISO 9000 Standard.
Conformance to specification requirements is ensured through a series of prevention processes rather than the traditional receiving inspection approach. This shall include requiring the vendor to perform and document product compliance.
This area deals with purchased software/hardware from suppliers, to be used with/within a customer’s product.
Reference: · Approved Supplier List
4.6.4 Verification of Purchased product
4.6.4.1 Supplier Verification at Subcontractors Premises
An evaluation is conducted to determine whether the supplier is capable and reliable enough to verify product of their premises.
4.6.4.2 Customer Verification of Subcontracted Product
Vendor performance is monitored by continuous analysis of defect reports and audit visits when appropriate to ensure the integrity of Integrated Solutions Quality System where specified in the contract, the customer may verify at the suppliers location.
4.7 control of customer-supplied product
Not applicable for this group, but if it ever becomes applicable, appropriate processes will be put in place.
4.8 product identification and TRACTABILITY
Products will be tracked through the SABLIME system. It will have an ID assigned that is traceable.
Process control is defined in each of the Integrated Solutions processes. The process owners utilize the process control points as defined by their specific process.
Product or service quality control is defined in the individual project plans developed by the sourcing department (reference Section 4.2). In addition, cross-functional project teams meet regularly during the product development process to review progress against the plan and to identify problem areas.
All products associated with a product release will be inspected and tested in the same manner as internally developed products. They must fulfill the requirements in the Quality Plan.
4.10.2 Receiving Inspection and Testing
Integrated Solutions will not pay any vendor until the recipient ensures incoming purchased products or service meets requirements. Any non-conforming product will be clearly identified, recorded and dispositioned.
4.10.3 In-Process Inspection and Testing
Inspection procedures are part of the design and code tasks.
Testing and validation are identified and planned in the specific product or service quality and project plans and test specifications. Testing will be performed at specific intervals in the development process from unit or component level to the integrated system.
4.10.4 Final Inspection and Testing
For software products, final test will include all testing as planned in the Project Plan. Certification testing shall emulate a user environment to the degree possible in-house.
4.10.5 Inspection and Test Records
Engineering and support groups shall maintain records pertaining to inspection and testing that show the product or service has passed the defined acceptance/completion criteria.
4.11 Control of inspection, measuring, and test equipment
Equipment used as part of a system test, integration test and design verification test (including software tools) is controlled and calibrated as required by the local Lab Maintenance Process. Equipment not specifically designated for this purpose is not strictly controlled.
Certification testing, integration testing and in-house design verification testing use designated equipment controlled per the local Lab Maintenance Process.
Software test tools such as diagnostics, traffic generation tools and traffic analysis tools will be validated prior to use and kept under change control.
References: · Lab Maintenance Process
4.12 Inspection and Test Status
The procedures for maintaining test records and records of qualified processes, procedures and trained personnel are part of the development process. The Engineering groups are also responsible for identifying the test status throughout the product's life cycle.
4.13 Control of Non-conforming Product
Software that doesn't conform to its specifications is corrected by updates. Software updates are applied during the product life cycle. The resulting updated code is run through a set of update controls which validate proper approvals and format of the update. A release copy of these updated libraries is constructed at scheduled intervals throughout the year.
4.13.2 Review and Disposition of Non-Conforming Product
All changes due to a non-conforming product will be reported through the customer group and routed to development as needed. It will be tracked as an MR. The source changes will be tracked according to our Software Maintenance Process.
References: · Software Maintenance Process
4.14 Corrective Action and preventive action
Customer complaints shall be entered into a data base in accordance with the Software Maintenance Process. The data base allows Integrated Solutions personnel to open, transfer, update and close incidents.
Corrective Action steps include assignment of responsibility, evaluation of importance, investigation of possible causes, analysis of the problem and preventive action. Closed Loop Corrective Action (CLCA) is used to prevent a problem from recurring. A Process Action Team (PAT) or individual assigned to analyze a problem, will investigate all possible causes and use investigative tools, such as brainstorming, cause and effect diagrams and problem solving techniques, for analyzing all quality problems. This analysis is documented and will include product specifications, quality records, service reports and customer complaints. Department management will implement corrective action to ensure the quality problem is solved permanently.
The Integrated Solutions CEO/President has visibility into critical site problems until they are resolved and the site is removed from the critical site list. Upper management is not responsible for solving the problem, but for seeing that resources are available and applied to the critical site.
If normal processes fail to resolve the problem, the customer, or someone on the customer's behalf, may notify the CEO/President. This notification triggers the Customer Exception Handling Process which ensures high visibility of the problem, and monitoring of the response, resolution and corrective action.
4.14.3 Preventative Action (Key Learnings)
The process where the quality problem originated will be changed and process measurement steps assessed to monitor the effectiveness of the changes. A CLCA system will be implemented to prevent recurrence of the quality problem.
Product quality improvement plans will be developed as needed. These will be reviewed by management as needed.
Every process will be reviewed by the process owner at least yearly.
A quality improvement team will review key learnings on a regular basis. This is an activity where programs and processes are looked at to determine:
· What went right
· Is it repeatable
· What went wrong
· Actions to correct it
These are called "key learnings". They are distributed to everyone who can benefit from the improvement.
References: · Key Learnings Process
4.15 Handling, Storage, Packaging, Preservation and Delivery
All products from incoming materials through materials in-process and finished goods will be handled, stored, packaged, shipped and installed in a manner which does not degrade the quality of the product. Upon completion of certification testing, processes and procedures ensure the product is replicated and delivered correctly to corporate software distribution centers.
The DDC will duplicate and store the software golden masters.
All software designs include a packaging definition.
All software will be preserved and segregated using SABLIME. A copy will be stored offsite.
Reference: · Backup Recovery Process
4.15.6 Product Release (Delivery)
The product team is accountable for the following procedures required to release a product for sale. The release procedure assigns the necessary codes to allow the product to be ordered and tracked.
The quality of the product is reviewed prior to release, using checklists, the MR database, Design Verification Test reports. Deviations are reviewed by the CEO/President. Products not meeting quality guidelines will not be released.
Quality records and reference material are maintained by the Document Control Coordinator. The Documentation Control Procedure defines the authority levels required to initiate a new file group in the library. The Documentation Control Procedure defines how different document types are reviewed and approved. Standardized document submission, distribution lists and distribution procedures ensure that appropriate documentation is readily available and that obsolete documentation is removed from use.
During design, document changes are tracked with the SABLIME system. Each document is reviewed during the baselining process and, once baselined, is put under change control. A change control document may have updates proposed based on either input from review meeting or an MR. Changes may be accepted to reflect design decisions, changing market conditions or clarify an incomplete, ambiguous or conflicting requirement.
The definitive reference at any point in time will consist of the latest revision of the baselined document, all review meeting minutes to date and all accepted MR’s to date. Other changes under consideration (but not yet accepted) may be found in project team e-mail records and the assigned or submitted MR list.
At a minimum, the following information is stored in the DDC:
· Engineering Product Documentation
Filed by project name
Retained for a minimum of 4 years on site after the product’s decimated date or however long is specified by the contract
· Quality System Documents
This manual and all references
Filed by index and/or date
Retained indefinitely and as long as document is authorized for use
· Quality System Audit Documentation
File by date
Retained in the Quality Manager's office until January 1 of the year following the second anniversary date of the audit report
· Quality Data
As defined by the Project Plan
Filing method and indexing defined by the Project Plan
Retained until January 1 of the year following the second anniversary data recorded or however long is specified by the contract
· Management Review Documentation
Meeting minutes and action items (see section 4.1.3 of Quality Manual)
File by date, cross referenced to product
Retained until January 1 of the year following the second anniversary of the review
· Contract Review Documentation
Filed by customer name and date
Cross references to product
Retained until January 1 of the year following the second anniversary of the contract’s cancellation or however long is specified by the contract
References: · Document Control Policy
· Document Control Procedure
The ISO 9000 Coordinator with input from the internal auditors have responsibility for scheduling, planning and conducting internal audits of the Quality System and of individual processes within the Quality System.
The ISO 9000 Coordinator manages internal audits of the effectiveness of the Quality System. Audits are conducted according to a master schedule published by the ISO 9000 Coordinator. The master schedule covers the entire Quality System defined by this document on a 12-month rotation. Additionally, as the result of a management review or initiative, targeted audits may be requested out of sequence.
The auditors who perform the internal audits are drawn from a pool of staff available within Integrated Solutions and outside contractors. The audit pool is managed by the ISO 9000 Coordinator. The ISO 9000 Coordinator is responsible for:
· Maintaining an adequate pool of qualified personnel
· Scheduling and tracking of the personnel assigned to audit according to the master schedules
· Reviewing assignments of auditors to audit areas to ensure impartiality
Audit findings are communicated to the audit at the conclusion of the audit. An audit report is published within one week of the audit conclusion and is distributed to the appropriate director. The audit report highlights areas requiring corrective action from the audit who is required to respond with a corrective action plan within four weeks of receiving the audit report. The lead auditor reviews the corrective action plan for adequacy and schedules a follow-up audit if one is necessary. If the lead auditor determines that the corrective action plan is not acceptable, the audit will revise the plan. If the audit cannot agree on an acceptable plan, the matter will be conclusively resolved by the CEO/President.
Audit results and corrective actions are summarized at a minimum of twice a year basis and presented at a management review (see the current audit schedule).
Reference: · Quality Systems Audit Process
All employees are encouraged to participate in on-going training programs. Training needs for individual employee development are reviewed, negotiated and agreed upon annually between the employee and their immediate supervisor, and are included as part of the individuals objectives package. Organization-wide training needs are met through developing, customizing or procuring training programs.
General, topical or functional area training courses are made available from qualified source.
Training on individual departmental processes and the business unit's Quality System is available as needed by local process owners and process experts on an informal basis. Each employee organization maintains records of all training courses completed.
Employee training needs are reviewed annually as part of the employee performance assessment process and objectives setting. Registration, correspondence and reports on completed training are maintained by each area.
References: · New Employee Process
· Employee Training Guide
· Objective Setting Procedure
Integrated Solutions Development Organizations will respond to customer issues by evaluating and acting on problem statements, MR’s and suggested changes. In the product and processes.
The Integrated Solutions personnel provide the following support functions to assure that the product can be adequately installed, maintained and repaired by designated service providers. Technical support provides technical advice as needed as part of problem resolution process. Corrective action and problem resolution processes can be activated by three types of events:
1. A process failure, either from lack of conformity or poor process definition
2. Management decision to initiate changes—usually identified as part of a management review
3. A field (customer) reported problem
In all cases, the corrective action steps include assignment of responsibility, evaluation of importance, investigation of possible causes, analysis of the problem and corrective action.
The Software Maintenance Process defines the steps and decisions involved. When the solution involves a process change, new process documentation is prepared and issued as changes to the baselined documents. When the solution involves a product change and/or control of non-conforming products, the product change process and (MR) process is used.
References: · Modification Request Process
· Software Maintenance Process
Training will be available for Integrated Solutions personnel to provide the necessary skills to ensure superior quality. This training will teach quality control techniques such as statistical process control, TAM, problem solving techniques and Process Management as appropriate.
Needs are identified when developing individual objectives and included in the Project Plan.
The documented procedure to implement and control the needs are identified in the Employee Training Guide.
References: · Employee Training Guide
· Individual Objectives
· Project Plan