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QUALITY MANAGEMENT
Grupaj Servis is in compliance with all ISO
9002 Quality Assurance Standards, valid in most
countries.
On 18th October 2002, having passed control
standards conducted by Germany based T.U.V Rheinland,
Grupaj Servis received its ISO 9002 Quality Assurance
Certificate .
In accordance with ISO 9002 Q.A regulations,
Grupaj Servis is subject to annual checks.
Every third year, a more intense certification
control is effected.
The ISO 9002 Q.A certificate, our commitment
to International Quality Standards, and our Total
Quality Management policy are but some of the
efforts made to insure that the needs of our
clients are dealt with.
In order to adapt quickly to this characteristically
dynamic sector, Grupaj Servis monitors all
aspects of its business and makes changes accordingly.
QUALITY DEFINITIONS
• Quality
• Quality Control
• Quality Management
• Quality System
QUALITY ASSURANCE
• Gains of Quality Assurance
• Documentation
• KEK
• Quality Policy
• Quality Targets
• Procedure
• Instructions
• Supporting Documents
• Records
SOME ISO 9000 PROVISIONS AND THEIR APPLICATIONS
• Documents and Data Control
• Purchasing
• Evaluation of Supplier Companies
• D.O.F.I & Customer Complaints
• Inner Organization Quality System Control
• Training
DEFINITIONS RELATED TO QUALITY
LIST OF QUALITY DEFINITIONS
• Quality is the total of a service or products
properties’ ability to satisfy predetermined
or probable needs. (DIN ISO 8402/04, 1998)
• The quality concept is an expression of suitability
of use. Suitability of use is determined by the
consumers, not the producer or seller.
• Quality is a measurement which finds solutions
before problems arise.
• Quality is the unconditional satisfaction of
the customer
• Quality is an investment. Correcting problems
upon recognition saves time and money.
QUALITY CONTROL
Operational techniques and activities to ensure
quality demands.
(DIN ISO 8402 / 04.1989)
QUALITY MANAGEMENT
Quality management is the execution of activities
which are necessary to form and apply a quality
policy determined and accepted by all concerned
bodies. It is of paramount importance to take
suitable measures and provide suitable techniques
and adequate means to execute this policy.
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QUALITY SYSTEM
Quality system is a means of implementing a
quality method and consists of two specific parts.
The organizational structure and the responsibilites
assigned to the various departments form the
first. Second is the means and documentation
necessary for the implementation of predetermined
responsibilites and activities.
QUALITY ASSURANCE
Quality Assurance is the knowledgeable planning
of system procedures deemed necessary to provide
sufficient assurance and satisfaction given the
quality demands of a specific product or service.
(DIN ISO 8402/04.1989)
What is meant by this definition is to form
a feeling of assurance to colleagues, and internal
and external customers to whom we deliver products
or services.
In order to provide quality assurance it is
necessary
- to improve product quality and reliability
;
-to evaluate and control quality of product and
process;
-to conduct market research, to monitor marketing
and service activities;
-to correct errors in conjunction with related
departmens
Quality Assurance concentrates on finding and
preventing problems. It also consists of monitoring
and ensuring that standards are reached.This
goal is dependent on the
co-operation of all employees.
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APPLICATION OF RESOURCES
The necessary resources to comply with the ISO
9002 Quality System are determined by quality
oriented planning within Grupaj Servis.
In order to correct and develop the Grupaj Servis’s
Quality System, a number of factors are considered
and corrective measures are implemented.
Among these are the hiring of qualified, experienced
personnel and the upgrading of the skills of
present staff as determined by training procedures.
For top quality up-to-date service, investment
in new equipment and techniques and suffýcient
resources are applied according to Quality Policy.
All Grupaj Servis managers are responsible for
;
• Understanding the Quality System’s needs and
insuring that applications are applied within
departments according to Quality Policy.
• Organizing departmental structure to assure
Quality Service to all customers and staff.
• Insuring that departament employees are aware
of Quality Policy and that all guidelines and
specifications are met.
• Determining appropriate training programs for
department employees and providing training opportunities
• Defining departmental processes, documenting,
and periodic monitoring of all department processes
• Checking and logging factors affecting quality
• Interacting with Quality Assurance and other
departmental management to insure understanding
and find appropriate solutions to all problems.
• Establishing and maintaining a tracking system
in order to correct any problems that may occur.
• Determining, planning, and following through
on all tasks related to attaining quality objectives
• Insuring health and safety regulations are
complied with throughout his or her department.
• Maintaining quality control records for stipulated
time periods and surpassing customer expectations
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