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Quality Management System Operational
Plan Revision 1.0 |
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Quality Management System Operational
Plan Revision 1.0 |
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Table of Contents |
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Table of
Contents ……………………………………………………………………………………… |
1 |
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Introduction
…………………………………………………………………………………………….. |
2 |
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Element 1 – Quality
Management System ………………………………………………………….. |
3 |
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Element 2 - Quality Policy
……………………………………………………………………………. |
4 |
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Element 3 - Commitment &
Endorsement ………………………………………………………….. |
6 |
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Element 4 - QMS
Representative …………………………………………………………………… |
7 |
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Element 5 - Document &
Records Control …………………………………………………………. |
9 |
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Element 6 - Drinking Water System ...………………………………………………………………. |
10 |
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Element 7 - Risk Assessments ………………………………………………………………………. |
13 |
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Element 8 - Risk Assessment Outcomes …………………………………………………………… |
14 |
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Element 9 - Organizational Structure, Roles, Responsibilities and
Authorities ………………… |
15 |
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Element 10 - Competencies …………………………………………………………………………. |
16 |
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Element 11 - Personnel Coverage
………………………………………………………………...... |
19 |
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Element 12 - Communications
....……………………………………………………………………. |
20 |
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Element 13 - Essential Supplies & Services ……………………………………………………….. |
22 |
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Element 14 - Review and Provision of Infrastructure ……………………………………………… |
23 |
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Element 15 - Infrastructure Maintenance, Rehabilitation and Renewal …………………………. |
24 |
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Element 16 - Sampling, Testing & Monitoring
……………………………………………………… |
27 |
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Element 17 - Calibration of Sampling, Testing and Monitoring Equipment
…………………...... |
29 |
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Element 18 - Emergency
Management ……………………………………………………………. |
31 |
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Element 19 - Internal Audits
………………………………………………………………………….. |
33 |
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Element 20 - Management
Review ………………………………………………………………….. |
35 |
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Element 21 - Continuous
Improvement ……………………………………………………………… |
37 |
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History of
Changes …………………………………………………………………………………….. |
39 |
Introduction
As required by the Drinking Water Quality Management
Standard (DWQMS), documentation is required to outline all the processes within
the Quality Management System (QMS). The following structure is implemented as
the QMS documentation structure for the Town of
Implementation of the DWQMS is divided into three
steps –
The Operational Plan is the highest level
documentation in the structure and therefore it only defines the approach,
organization and responsibilities for each element of DWQMS. In the next level
down, the System Level Documents explain the “Who, What, When and Where” of the
DWQMS elements in more detail. Under the System Level Documents are the
Standard Operating Procedures where the “How” of specific tasks is documented.
If there is a need to further expand a Standard Operating Procedure then
specific Work Instruction is developed for a specific task. Generally it is
expected that there can be multiple Work Instructions coming out from one
single Standard Operating Procedure. Lastly, records are maintained as the
proof of activities listed in the above levels of documents.
The Town of Markham, as the Owner and
Operating Authority of the drinking water distribution system, is required to
attain conformance to the DWQMS (Drinking Water Quality Management Standard)
developed by the Ministry of Environment.
This Operational Plan has been developed to represent the Operating
Authority’s Quality Management System (QMS) that conforms to DWQMS.
The Quality Management System as
described in this Operational Plan applies to all the requirements prescribed
in the DWQMS.
Not applicable
The ultimate goal of
achieving DWQMS compliance must be fully understood, and activities must strive
to meet the requirements of the standard.
An organization is a network of interdependent, value-adding processes,
and improvement is achieved through understanding and changing these processes
to enhance the total system. To facilitate
long-term improvements, a mindset of continuous improvement that is fostered by
preventive rather than corrective measures should be applied to eliminate the
root causes of non-conformances. Decisions are made based upon measured data,
internal and external comparisons, and an understanding of the cause and effect
mechanisms at work, not simply on the basis of instinct, authority or anecdotal
data. A focus on continuous improvement
is the cornerstone for breakthrough thinking and innovation. No matter how much
improvement has been accomplished, there are always practical and innovative
ways of doing even better, and of providing improved water quality to the
customer.
Not Applicable
Drinking Water Quality Management Standard (DWQMS)
To state and communicate Waterwork’s Drinking Water
Quality Policy.
Justice Dennis R. O’Connor, in Part Two of the Report
of the Walkerton Inquiry, recommended the adoption of quality management
systems for drinking-water system. It was also recommended that a standard,
specifically designed for drinking-water systems, be developed and implemented
in
Markham Drinking Water System is a distribution
subsystem of the Region of York Transmission and Distribution System.
This plan describes the commitment of the Town of
Not applicable
Quality Policy The Town of ·
The maintenance and continual improvement of the Quality Management
System for the Markham Water Distribution System through adhering to the
requirements of the Drinking Water Quality Management Standard and the
principles embodied in the Standard. ·
Adopting the principles of Quality Management in the design,
construction and operation of the Drinking Water System. ·
Building and maintaining a leading organization through emphasis on
development of staff expertise and knowledge through targeted training
programs and continuous employee development. ·
Not Applicable
Not applicable
To communicate Top Management’s commitment to and
endorsement of the Quality Management System described in this Operational Plan.
Commitment & Endorsement refers to the Quality Management
System as described in the Operational Plan, for the Waterworks Division of the
Town of
Not applicable
Town
of
The Operational Plan for the QMS has been reviewed
and approved for the Town of
The Town of
Written
endorsement by the Council of the Corporation of the Town of
Not Applicable
Not Applicable
To identify the QMS Representative for
the Town of
This plan applies to the QMS Representative selected
for the Town of
Not applicable
The QMS Controller has been appointed as the QMS Representative by the
Town of
Details on the performance of the QMS and needs for improvement will be
identified through the established Continual Improvement Procedure. This information will be communicated to Top
Management during management review meetings, which will be held at least once
every twelve months.
The Town of
Section Managers will ensure that all personnel are aware of applicable
legislative and regulatory requirements that apply to their responsibilities
within the operation of the QMS. The
availability of current documentation will be managed and documented using a
formalized regulation management process.
The awareness of the QMS will be promoted to
personnel through staff meetings, annual information meetings, internal audits,
and to Senior Management through management review meetings. A formal communications process will also be
used to promote awareness throughout the Town of
Not Applicable
SLD 5a – Control of Documents
SLD 5b – Control of Records
SLD 9 – Organizational Structure, Roles
& Responsibilities
To ensure that all QMS related documents and records
are maintained and controlled according to established protocols and procedures.
All documents and records related to the QMS,
including internal and externally generated documents and records. QMS related
documents and records are those as per required by the Drinking Water Quality
Management Standard and for activities that will impact the quality and safety
of the Town’s Drinking Water.
All forms and types of media fall under the scope of
this document and records control policy.
Documents – Policies, System Level Documents, Standard
Operating Procedures, Work Instructions, Forms, Regulations.
Records – Any
documents that contain recorded data such as inspection sheets, time logs,
training records, meeting minutes, internal auditing results, work orders, etc.
A procedure for both documents and records control
has been established to describe the methods and activities for ensuring that
documents and records are properly:
i)
Identified
ii)
Stored
iii) Protected
iv) Retained
v)
Disposed/Discarded
The procedures also explain methods for ensuring
legibility and irretrievability.
SLD 5a – Control of Documents
SLD 5b – Control of Records
Not Applicable
This document describes the Town of
This description provides background information for
the risk assessment documented in Elements 7 and 8.
Not applicable
Water System Description
The Markham Drinking Water System is a distribution
subsystem of the Region of York and the City of
Town of
The Town of
PD5 is integrated with the City of
The pressure district PD6 is supplied by the Regional
system through the Markham PD6 PS, Markham Reservoir, North Markham Reservoir,
and Bayview PS. The western side of PD6 (west of Highway 404 and south of
Highway 7- known as pressure district 6A) and the area corresponding to
Buttonville (generally bounded by 16th Ave., Warden Ave., Highway 7,
and Highway 404, to the north, east, south, and west, respectively – known as
pressure district 6RA) are supplied from the Bayview PS and Dufferin reservoir.
The PD6 reduced pressure district 6RC located at McCowan &
The pressure district PD7 is located north-east
corner of Elgin Mills & Hwy 404. This pressure district is supplied by the
Richmond Hill PD7 PS from the water main on
Water Source Description
The City of
The water transmitted from the Region of Peel to the
Region of York is treated at Peel’s Lakeview Water Treatment Facility.
The quality of the water supplied to
System Infrastructure
The Town of
Figure 1
Not Applicable
Not Applicable
To describe the methods and approaches
taken by the Town of
The risk assessment process considers, but is not
limited to, hazard categories such as:
1.
Biological
2.
Chemical
3.
Radiological
4.
Physical
A risk assessment
team is established to collectively identify, assess, rank and prioritize
potential drinking water related hazards and related risks. This risk
assessment process is conducted at least once every 3 years.
The related Risk
Assessment and Risk Assessment Outcome procedures describe in detail the
methodologies and approaches taken to conduct these assessments and related
activities.
Where appropriate,
the team identifies critical control points and establishes control measures to
help mitigate or eliminate identified risks.
The risk assessment
team meets at least once per year to ascertain the currency and validity of the
risk assessments and their associated assumptions.
SLD 7 – Risk Assessment
Not Applicable
To describe the approach taken by the
Town of
The results of the
risk assessments are documented on the Risk Assessment Spreadsheet that can be
maintained manually or online. This table lists all risks, their assessed
values, control measures, critical control points and associated control limits
and responses to instances where control limits have been breached.
SLD 8 – Risk Assessment Outcomes
Not applicable
To outline the organizational structure of Waterworks
and associated departments, Commissioners and Owners as well as their
associated roles, responsibilities, and authorities that relate to the
operation and performance of its Quality Management System (QMS).
This policy and associated procedures apply to all
personnel of the Waterworks and associated departments.
Not applicable
The structure of the organization is depicted in the
Town of
The Town of
In the context of DWQMS/QMS responsibilities and
authorities, the following function(s) represent Top Management:
Ř
Chief
Administrative Officer (
Roles and responsibilities of Waterworks personnel,
as they relate to drinking water quality, are summarized in the System Level
Document for Organizational Structure, Roles & Responsibilities.
Management
Review is undertaken with the inclusion of the following functions, at a
minimum:
Ř
General Manager,
QMS Representative and Section Leads
SLD 9 – Organizational Structure, Roles &
Responsibilities
Waterworks Organizational Chart
To
identify how the Town of
This
plan and associated procedures apply to the performance and management of all
personnel of the Town of
Not Applicable
The Town of
Data collected through the risk assessment process,
which is outlined in the Risk Assessment and Risk Assessment Outcomes Plan,
will also be used to develop and maintain competencies for Waterworks personnel. This information will be used to ensure that
personnel have the required level of knowledge, skills, and abilities to perform
their responsibilities. The QMS
Controller will ensure that the appropriate risk assessment outcomes are
supplied to the Waterworks Training Section for the purposes of implementing
the Training Model.
As a result of the Training Model, appropriate
training and development opportunities will be provided. Training may be provided internally or by an
external agency, as appropriate.
Evidence of personnel competencies will be documented as a result of
training activities and may include session evaluations or attendance sign-in
sheets.
Performance Reviews serve as input into assessing
competencies.
The ongoing maintenance of personnel competencies and
training that demonstrates employee skills and knowledge will be recorded and
tracked through the use of documentation that supports the Training Model
including Position Profiles, Staff Profiles, Performance Management Reviews,
Employee Skill Assessments, Skill Dictionaries, and Learning and Development
Plans.
A document outlining competency expectations for
external parties including personnel in other departments of the Town of
Awareness of the importance of employee
responsibilities and its impact on drinking-water quality will be promoted
through the following activities:
a) Communication of relevant legislative and regulatory
requirements
b) Communication of roles and responsibilities (as
outlined in the Organizational Structure, Roles, Responsibilities and
Authorities Procedure)
c)
Regular review and
updates of relevant policies and procedures
d) Communication and Review of the Training Model
The Waterworks Training
Section is responsible for:
§
The design,
communication, implementation and updating of the Training Model
Section Managers are responsible for:
§
Development and
maintenance of the Functional Structure Chart in coordination with Section Lead
§
Providing
accurate and up-to-date information for the development and maintenance of the
Functional Structure Chart
§
Ensure use of
the Training Model is conducted
The QMS Controller will be responsible for:
§
Providing inputs
to the Training Model based on the risk assessment process
§
Ensuring that an
audit of the Training Model is performed annually
SLD 10 – Competencies
Training Model
To
identify how the Town of
This
plan and associated procedures apply to all Waterworks personnel.
Not Applicable
The Town of
It is the responsibility of Section Managers to
manage personnel coverage. This includes
ensuring that positions requiring back-up personnel have an appropriate number
of qualified and competent replacements.
It is also their responsibility to determine which replacement will fill
in when the primary employee is unavailable.
Section Managers must notify the replacement and ensure that the
employee has access to all tools and resources needed to perform the role.
The Town of
The Town of
SLD 11 – Personnel Coverage
Personnel Coverage Schedule
To identify the process for communicating information
related to the QMS Operational Plan to appropriate internal and external
parties, and outline the method for receiving and processing related
communication.
This
plan and applicable procedures apply to all internal and external communication
related to the Town of
Owner and Operating Authority
The Owner and the Operating Authority of the Town of
The QMS Operational Plan will be made available to all personnel of the
Town of
For new hires, QMS awareness training will be provided. Existing
employees will be notified of changes to the QMS.
Internal training sessions will also be organized to identify and review
this documentation and ensure that required personnel understand the
content. Attendance will be documented
through sign-in sheets.
Communication between the Operating Authority and the Owner will be
managed by the QMS Representative.
Information documented as a result of Management Review Meetings will be
forwarded to the Owner in the form of a formal report that includes details
such as updates on progress and actions taken.
External Communication
The QMS Policy and Statement of Commitment and
Endorsement will be communicated to the public via the Town of
Responsibility
The
QMS Representative will be responsible for ensuring that QMS related
information is communicated to the appropriate internal and external parties.
Not Applicable
Town of
SLD 13 – Essential Supplies & Services
Quality Policy
To describe the approach
taken by the Town of
This plan and associated procedures
apply to all supplies and services considered essential to the supply of safe
drinking water through the Town’s Waterworks Division.
Suppliers:
Externally
sourced vendors providing products or services, including sub-contracted
services, related to drinking water safety and quality. The terms ‘Vendors’ and ‘Suppliers’ are used
interchangeably within this document.
Quality Expectations/Specifications:
Any characteristic of a product or good, including
its timely delivery, deemed critical by the user department, for the provision
of safe drinking water.
The Waterworks Division maintains a List of Essential
Supplies & Services which describes and/or references methods for:
i)
procurement of essential supplies and services
ii)
establishing and communicating quality expectations
iii)
ensuring quality expectations are met accordingly
For all supplies and services listed, the Waterworks Division
attempts, where possible, to multi-source and have an established, pre-approved
supplier on call in cases of emergency.
In addition to the Essential Supplies and Services
list, the Waterworks Division is also subject to the policies and procedures
set forth in the Town of
SLD 13 – Essential Supplies and Services
Town of
To
identify the processes for the Waterworks Division to annually review the
adequacy of the existing and planned infrastructure needed to ensure the
ongoing supply of safe drinking water as per the Quality Management System.
This
policy and procedure applies to the Town of
Not Applicable
The review of the
adequacy of existing infrastructure to supply safe drinking water for the Town
of
i.
The first review
level is conducted in conjunction with York Region and the Town of
ii.
The second review
level is conducted in conjunction with Waterworks and Engineering department,
which includes a review of servicing plans and growth site plans
iii.
The third review
level is considered the Annual Review where capacity, life-cycles, conditions
and general adequacy are examined. This
is conducted by members of the Waterworks group
iv.
The fourth
review level considers ancillary infrastructure adequacy including the review
of vehicles/fleet, workspace, computer servers, etc.
Analyses and reports
from the activities related to the maintenance, rehabilitation and renewal
programs referenced in Element 15 serve as input into these regular reviews.
The results and corresponding recommendations of these reviews are communicated
to Owners through the Management Review process.
SLD 14 – Review and Provision of Infrastructure
Not Applicable
This
policy and associated procedures identify the maintenance, rehabilitation, and
renewal programs that the Town of
This
policy and procedure applies to the Town of
The Town of
Planned Preventive Maintenance
The Operations & Maintenance Manager
is responsible for ensuring that planned maintenance work is carried out
according to this and associated standard operating procedures and/or
work-instructions.
Operations & Maintenance Supervisors
are responsible for planning and administering the programs related to the Town
of
|
Area of Infrastructure |
Maintenance Frequency |
|
Mainline valve |
every 5 years |
|
Air release valve |
annually |
|
Check valve |
annually |
|
Pressure reducing valve |
annually |
The areas of inspection & preventive
maintenance and corresponding frequencies are identified in the chart below:
The instructions and methods
for this PM and Inspection program can be found in corresponding Standard
Operating Procedure.
The nature and frequency of maintenance
conducted for each area of infrastructure is based, where appropriate, on
manufacturer’s recommendations, industry standards, equipment manuals and
output from key performance indicator analysis.
The adequacy and effectiveness of the
preventive maintenance program is assessed at the annual Review of
Infrastructure, where Key Performance Indicators are reviewed and
analyzed. KPI’s are analyzed from data
recorded in the Hansen system. The
Operations & Maintenance Manager is responsible for the collection and
analysis of data.
Corrective Maintenance
The Operations & Maintenance section
is responsible for ensuring that unscheduled maintenance work is carried out
according to the Operational Plan, associated system level documents, standard operating
procedures and/or work instructions.
Corrective Maintenance is done in reaction
to system failure and/or reported or identified deficiencies.
Operations & Maintenance Supervisors
are responsible for arranging unscheduled maintenance work.
Unscheduled maintenance is monitored for
trends (KPI’s) and assessed during the annual Infrastructure Review.
Rehabilitation & Renewal Program
The Waterworks Infrastructure Section is
responsible for managing the rehabilitation and renewal programs. The
Waterworks Infrastructure section is also responsible for planning, budgeting and
ensuring rehabilitation and renewal work.
The Waterworks Infrastructure Section
utilizes the Water Reserve study that identifies plans and capital requirements
for a 25 year time horizon/model. The Waterworks department prioritizes
requirements and determines the capital budget needs for rehabilitation and/or
renewal of infrastructure, primarily based on this study.
Components of infrastructure renewal
programs include:
§
Watermain
Cement Lining (One-Time Program)
§
Cathodic
Protection (20 year lifespan)
§
Renewal
of Watermains
§
Renewal
of Appurtenances, Service Connections, Valves, Hydrants, etc.
Maintenance
Program Effectiveness
Data collected through the Hansen system
are extracted to analyze key performance indicators of the maintenance
program. This is the responsibility of
the Operations & Maintenance Manager.
At
a minimum, annual reports are generated summarizing KPI performance.
KPI’s for maintenance program
effectiveness include:
I. Number of Corrective Maintenance Work Orders
·
Main Breaks
·
Valves (All
Types)
Results that indicate a lack of effectiveness and
efficiency in the programs will be addressed through the Continuous Improvement
process (Ref. OP-21).
Communication
to Owners
The General Manager of Waterworks will communicate
these findings to the Owner as per procedures outlined in Management Review and
Communications.
SLD 15 – lnfrastructure Maintenance, Rehabilitation
and Renewal
Water Reserve Study
To describe the sampling, testing and monitoring
program for drinking water quality.
These
procedures apply to all sampling and testing, conducted either internally or by
third party accredited laboratory.
The
categories of sampling and monitoring activities in the Town are:
Ř
Regular
Sampling, Testing & Reporting
Ř
Chlorine
Residual Testing
Ř
Lead Sampling
Ř
Special
Testing
Not applicable
The Waterworks department of Town of
Regular Sampling, Testing & Reporting
There are sampling stations located throughout the
distribution system where water samples are collected.
Frequency and location of sampling is determined by
regulatory requirements and Systems Engineering, along with IMS, develops a
sampling schedule.
A designated O&M staff member is assigned to
collect water samples at these sampling stations.
The samples are sent to an accredited laboratory for
testing.
System Chlorine Residual Testing
System chlorine residual samples are analyzed daily
at one of the sampling stations designated, on a rotational basis, at each of
the Town’s dead-end flushing stations.
System chlorine residual samples are also analyzed as
determined by system needs.
Lead Sampling
The Town of
Special Testing
The Operations & Maintenance and Systems
Engineering departments are responsible for provision of testing in special
circumstances such as:
i.
Commissioning
Existing
ii.
Emergency
Repairs
The specific tests for each special circumstance are
detailed in York Region Standard Water Operating Procedures (1.3, and 2.0).
SLD 16a – Sampling
SLD 16b – Monitoring
SLD 16c – Testing
Community
Lead sampling Program Procedure
To
describe the calibration program for all water sampling, monitoring and/or
testing equipment and devices.
These
procedures apply to all devices, tools or equipment used within Town of
Not Applicable
The Waterworks department uses the following list of
instruments, tools, devices and/or equipment for sampling and testing
activities.
i.
Chlorine
Residual Tester Kit
ii.
pH Meter
iii.
Thermometer
Each piece of equipment, device, instrument or tool
used for sampling and testing is listed on the Sampling & Testing Equipment
Chart Below.
Each item is uniquely identified by a serial number
either on the item itself or on its container.
Each item is subject to formal calibration where
appropriate. For some devices, testing
is done to ascertain the devices usability and in cases where the device fails
the test, in lieu of calibration, the device is discarded and replaced. The
methods and frequencies of calibration are unique to each item and described
below.
|
Equipment,
Device, Instrument, Tool Type |
Calibration Frequency/Method |
Responsibility |
|
Chlorine
Residual Test Kit |
Weekly tested with the testing solution |
Operator |
|
|
Annual
Calibration |
Manufacturer
Scheduled & Conducted |
|
pH Meter |
Daily
Calibration Ref. “pH
Meter Calibration Procedure |
Operator
Scheduled & Conducted |
|
Annual
Calibration |
Manufacturer
Scheduled & Conducted |
|
|
Thermometer |
Monthly
tested against the master thermometer, replace when out of range |
Operator |
|
|
Master
thermometer only - Annual Calibration |
Manufacturer
Scheduled & Conducted |
SLD 17 – Calibration & Maintenance of Measurement
and Recording Equipment
Manufacturers Maintenance
Instructions
To
describe the process used by the Town of
The program relates to Emergencies that directly
relate to the safety of drinking water and the drinking water distribution
system.
Reference is also made to the Town of
Not Applicable
The Town of
The information and activities prescribed in the Town
of
The Waterworks Emergency Preparedness program is
structured using a multi-level-emergency approach.
For each potential emergency identified, the appropriate
Emergency Level Rating is assigned.
Each Emergency Level Rating requires a prescribed
response protocol including the identification of roles and
responsibilities. Theses protocols and responsibilities
are detailed in the Emergency Preparedness SLD / Process Flow Charts.
Employee training is conducted on a yearly basis to ensure that the
Emergency Preparedness program is well-understood by those responsible for
carrying out response activities.
Through this training, the Town of
a)
Individual
roles and responsibilities;
b)
All
relevant procedures
c)
Existing
threats and hazards, and associated protective actions; and
d)
Details
and location about emergency equipment.
Training is in the form of desktop exercises, and where possible, mock emergency
situation exercises.
In the event of an actual emergency, the results of the response will be
reviewed through the management review process.
This review will supersede the requirement of completing a desktop or
mock emergency exercise.
An
emergency contact list has been developed for each Town of
SLD 18 – Emergency Management
Town of
This
plan outlines the methods for performing internal audits of the Town of
This
plan applies to all 21 elements of the Town of
System Non-Conformance: when
an internal auditor determines that a procedure is not being followed as
prescribed or where objective evidence is not sufficient to support a claim
that a procedure is followed accordingly or where the Operational Plan does not
meet the requirements of the DWQMS.
The QMS Representative, or designate, is appointed as
the Lead Auditor. The Lead Auditor is
responsible for ensuring that these procedures are followed accordingly, and
specifically:
Ř
An annual
Internal Audit Schedule is created and maintained
Ř
Ensuring an
Internal Audit team is trained, competent and readily available to conduct
audits
Ř
Ensuring that
the General Manager is informed if additional internal auditing resources are required
Ř
Overseeing that
system non-conformances are addressed, followed up and closed out in a timely
manner by the internal audit team
The Town of
An Audit
Schedule will be defined by the Lead Auditor to ensure that the entire QMS
is audited at least once every twelve months.
The development of a schedule should consider results of previous
audits. The audit schedule may also be
amended based on these results.
Only qualified Town of
An Audit scope consisting of a
description of the physical locations, organizational units, activities and
processes, as well as the time period covered will be developed for every
internal audit that will be performed.
Conducting
the Audits
The Lead Auditor will ensure that auditors are
scheduled to conduct audits in areas outside of the auditor’s day-to-day
responsibilities. If necessary, external
resources can be used to perform the audit.
The internal auditors shall gather all required
documents (procedures, work instructions, DWQMS, etc.) and background
information on the element being audited to become familiar with the
requirements.
The Lead Auditor is responsible for coordinating and scheduling
personnel interviews.
During interviews, internal auditors shall collect information and any
data serving as objective evidence that a requirement has been met. The Internal Auditor takes notes to supplement
his/her findings.
Audit
Results
Audit results will be determined by comparing audit findings against the
audit criteria defined within the standard.
SLD 19 – Internal Auditing
Drinking
Water Quality Management Standard
To
identify the process by which the Town of
This
policy and associated procedures apply to all management review meetings
conducted by the Town of
SE
– Systems Engineering Section
QMS
– Quality Management System Section
O&M
– Operations & Maintenance Section
IMS
– Infrastructure Management Systems Section
GM
– General Manager
At a minimum, one Management Review Meeting, covering
the minimum agenda items (see below), will be conducted every twelve months to
provide Top Management of the Town of Markham with the information required to
review and evaluate the continued suitability, adequacy, and effectiveness of
its QMS.
The QMS Controller is responsible for scheduling and
coordinating the effort to bring the management team together for Management
Review and to ensure each agenda item (see below) is covered. It is up to the discretion of the QMS
Controller to schedule one or multiple meetings covering the minimum
requirements.
At a minimum, the QMS Controller, General Manager of
Waterworks and all Section Leads will attend all scheduled management review
meetings. Attendees will be notified of
upcoming meetings via email.
Management Review Meeting Agenda
The
following Management Review agenda items must be addressed, at a minimum, and
the sections responsible for appropriate reporting, are listed below:
1. Incidents of non-compliance with applicable
regulations (SE);
2. Incidents of adverse drinking-water tests (SE);
3. Deviations from critical control point limits and
corresponding actions taken (SE, O&M);
4. The effectiveness of the risk assessment process
(QMS);
5. Findings from internal and external audits (QMS);
6. Emergency preparedness and response based on annual
mock emergencies (TRN);
7. Operational performance (GM);
8. Trends in the quality of raw water supply and
drinking-water (SE);
9. Previous management review meeting action items
(QMS);
10. Updates on action items identified between management
review meetings (QMS);
11. Changes to services, activities, regulations, etc.
that could impact the QMS (QMS);
12. Consumer feedback (IMS);
13. Resources needed for QMS maintenance (QMS);
14. Results of the infrastructure review (INF);
15. The currency of the Operational Plan (QMS);
16. Comments and suggestions made by personnel (O&M
Manager)
For each agenda item, reports are generated and
presented by the responsible section. Minutes
of the management review meetings are documented by a designated
representative, and shall include, at a minimum, the:
Ř
List of
attendees;
Ř
Summary of
issues discussed and decisions made; and
Ř Record of new and outstanding action items
including an indication of responsibility and proposed timeline.
An information report outlining the results of the management review
process will be submitted to Top Management by the QMS Controller, or
designate.
Not Applicable
Not Applicable
To
outline the processes by which the Town of
This
plan is comprised of two components of continuous improvement:
1.
Corrective &
Preventive Actions
2.
Opportunities
for Improvement
The
entire QMS is subject to Continuous Improvement Procedures.
Non-Conformance:
An instance where an aspect of the QMS has not been met
according to specified standards and/or procedures.
Corrective Action:
Actions taken to identify
the root cause of a problem and apply actions to fix the identified problem
Preventive Action:
Actions taken to identify
the root cause of a problem and apply action to prevent the problem from
recurring
Opportunities for Improvement:
Ideas, suggestions or
programs that serve to improve upon a process that has had a history of
stability with few or no identified non-conformances
1. Corrective & Preventive Actions
Non-conformances can be identified outside the scope
of the internal audit process (ref. Internal Audits).
All Town of
When a non-conformance has been found, a Corrective
Action Request (CAR) is issued by the person (or the person’s supervisor) who
identified the problem. A copy of every
CAR is also forwarded to the QMS Controller. The CAR describes the problem and
identifies the staff members responsible for addressing the problem.
Upon receiving a CAR, the person responsible for
addressing the problem shall first validate the existence of the problem.
Root cause analysis is conducted to identify why the
problem occurred. This is done using a
team-approach, including any staff member that could have insight as to the
problem’s root cause. The root cause is
recorded on the CAR.
Once the root cause has been identified, both corrective
and preventive actions and measures are identified, documented and
implemented by the team.
2.
Opportunities for Improvement
All
personnel are also empowered to offer suggestions and identify opportunities
for improvement to the QMS and its performance.
Ideas and suggestions can be generated and reviewed through the
following methods:
1. After-Action Reviews
2. Employee Suggestion Boxes
Not Applicable
Not Applicable
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