TRANSPORT CANADA MARINE SAFETY PLEASURE CRAFT OPERATOR COMPETENCY PROGRAM QUALITY MANAGEMENT SYSTEM FOR ACCREDITATION

Transcription

1 TRANSPORT CANADA MARINE SAFETY PLEASURE CRAFT OPERATOR COMPETENCY PROGRAM FOR ACCREDITATION OF COURSE PROVIDERS PROJECT TRANSITION AND IMPLEMENTATION PLEASURE CRAFT OPERATOR COMPETENCY PROGRAM QUALITY MANUAL TEMPLATE FOR COURSE PROVIDERS FINAL DRAFT V2.6 Fujitsu Consulting 31 July 2008 Reference:

2 <Company Name Here> QUALITY MANUAL Preface to the Quality Manual Template A Quality Manual is a formal and authorized document that outlines your intention as a Course Provider to operate in an effective and controlled manner. It sets out the quality policies, procedures and practices which comprise your quality management system (QMS). This Quality Manual template is intended to serve as a tool for the production of individual Course Provider Quality Manuals as required and recognized by the Transport Canada Pleasure Craft Operator Competency Program - Accreditation Requirements. This Quality Manual template is designed with a series of instructions and/or guidance provided at the start of each section in grey-shaded boxes. The template is also designed for you to delete, at some point, the instructions and guidance thus giving you a final Quality Manual for your organization. It is suggested that you thoroughly review the provided instructions and guidance and do not delete them until you have a near-final Quality Manual document. The Quality Manual template has also been designed for you to personalize the document (text outside the shaded boxes) to your organization. Therefore, any text that is italicized is only an example or suggested text for the respective section and you are encouraged to review and amend this text to suit your particular organization and requirements. The final version of your text should be changed from italics to normal font. Additionally, you will see suggested wording options, in some sections, that are provided within the less than and greater than symbols for example < Business Owner or senior management>. You can simply delete the < > symbols and the words that do not apply and, again, change the font from italics to normal. In the case where none of the provided words/options apply, simply delete the symbols and italicized text and insert your own text in normal font. One additional tool that can help in your preparation for accreditation and for assessing accreditation readiness is the QMS Self-Assessment Checklist that is found at Appendix B to this Quality Manual. Appendix A Glossary defines selected terminology, and defines the meaning of abbreviations and acronyms used throughout this document. Do s and Don ts to Facilitate Preparation of Your Quality Manual 1. Do thoroughly familiarize yourself with this document. 2. Do review your organization s operations to ensure that requirements in the Quality Manual are consistent with your operation and are being performed. Identify any gaps and differences in your operations, including existing applicable documentation, such as policies, procedures, and protocols (e.g. Test Protocol) and ensure you have transitioned to the latest Transport Canada Pleasure Craft Operator Competency Program - Accreditation Requirements. 3. Do update your Quality Manual cover page and header(s) and footer(s). 4. Do delete and remove all explanatory information (all text in the grey-shaded explanation boxes) from your Quality Manual. 5. Do delete the Forward page. 6. Do delete the example Quality Policy Statement and replace it with your Quality Policy.

3 <Company Logo Here> QUALITY MANUAL Issue Date dd-mmm-yyyy 7. Do amend the list of QMS documentation and documentation mediums, as applicable. 8. Do reference your applicable Provincial/Territorial Freedom of Information and Protection of Privacy Act and Personal Information Protection and Electronic Documents Act, as appropriate. Do add and/or delete references in Appendix E References, as applicable. 9. Do delete the example Organizational Chart and replace it with your Organizational Chart. 10. Do adjust roles, responsibilities, and authorities, where appropriate, for your organization. 11. Do identify the advertised official language(s) in which you offer your Course Provider services. 12. Do adjust the list of Client and Transport Canada communications channels and arrangements, where appropriate, for your organization. 13. Do adjust the list of Client satisfaction methods, as applicable. 14. Do add and define any terminology, abbreviations and acronyms specific to your organization and used in your Quality Manual in Appendix A Glossary. 15. Do document the name(s) and title(s) and obtain approvals of duly authorized Business Owner, Designed Senior Manager and/or senior management responsible for the quality of the delivery of your client services. 16. Do take the opportunity to utilize the QMS Self-Assessment Checklist, found at Appendix B to this manual, to prepare your organization for and to maintain accreditation; 17. Do Not use the example Quality Policy Statement verbatim. Use the example as a guide for your organization s Quality Policy. 18. Do Not include proprietary information or highly sensitive material in your Quality Manual. 19. Do Not assume a complete QMS is compliant with the requirements of ISO 9001:2000 International Standard for Quality Systems.

4 Responsible Authority The Business Owner or Designated Senior Manager is responsible for this document, including any change, correction or update. Approved By... First name, Last name Title... First name, Last name Title... First name, Last name Title... First name, Last name Title Template Version Version / Revision: 2.6 Date Issued: 31 July 2008

5 Revision History Amendment No. Date Pages Affected Date Entered Initials

6 <Company Logo Here> QUALITY MANUAL Page i of i TABLE OF CONTENTS FORWARD...1 A QUALITY POLICY STATEMENT...2 B Documentation Requirements Quality Manual Control of Documents Control of Records Record Submissions to Transport Canada MANAGEMENT RESPONSIBILITY Management Commitment Roles, Responsibilities and Authorities Business Owner or Designated Senior Manager Quality Coordinator All Staff Management Review DELIVERY OF COURSE PROVIDER SERVICES Official Language Client Communication Transport Canada Communication Transport Canada Supplied Materials MEASUREMENT, ANALYSIS AND IMPROVEMENT...22 C 4.1 Client Satisfaction Transport Canada Accreditation Requirements Client Feedback Transport Canada Feedback Internal Audit External Audit Control of Non-conformances Corrective Action Preventive Action APPENDICES...33 APPENDIX A GLOSSARY...33 Acronyms and Abbreviations Terminology APPENDIX B QMS SELF-ASSESSMENT CHECKLIST...38 APPENDIX C REQUIRED DOCUMENTATION CHECKLIST...46 APPENDIX D REQUIRED RECORDS CHECKLIST...47 APPENDIX E REFERENCES...48

7 <Company Logo Here> QUALITY MANUAL Page 1 of 48 QUALITY POLICY FORWARD The Course Provider Quality Manual shall be the main document for your quality management system (QMS). The purpose of the Course Provider Quality Manual is to state your organization s philosophy, policy and procedures towards satisfying all Transport Canada Pleasure Craft Operator Competency Program - Accreditation Requirements for a QMS, and in doing so, demonstrate your commitment, as Business Owner, Designated Senior Manager and/or senior management, to the management of this program within your organization. Your Quality Manual also describes in the form of policies and individual procedures how the Transport Canada Pleasure Craft Operator Competency Program - Accreditation Requirements for a QMS will be implemented within your organization. Further evidence of your commitment as Business Owner, Designated Senior Manager and/or senior management is demonstrated in a number of ways including: the development, implementation and continual improvement of your quality management system (QMS); ongoing communication of its effectiveness to all your staff, including agents administering tests and agents performing other business functions, both temporary and one-time agents; and, ongoing communications regarding the importance of meeting Transport Canada Pleasure Craft Operator Competency Program - Accreditation Requirements, meeting client expectations and delivering quality client services. Finally, your Quality Manual is a controlled document and only controlled copies are to be used to implement your QMS. The purpose of this < Company Name Here> Quality Manual is to state <my or this organization s> philosophy, policy and procedures towards satisfying all Transport Canada Pleasure Craft Operator Competency Program Accreditation Requirements for a quality management system (QMS) and demonstrates <my or Designated Senior Management> commitment to the management of this program within this organization. The < Company Name Here> Quality Manual details the policies and individual procedures for the implementation of the Transport Canada Pleasure Craft Operator Competency Program within this organization. <My or Designated Senior Management> ongoing commitment to these policies and procedures will be demonstrated through: <add or delete from list as applicable> Development, implementation and continual improvement of the QMS; Ongoing communication of the QMS effectiveness to all staff; Ongoing communications regarding the importance of meeting Transport Canada Accreditation Requirements, meeting client expectations and delivering quality client services; and <List Others Here>. This < Company Name Here> Quality Manual is a controlled document and controlled copies will be maintained and distributed accordingly.

8 <Company Logo Here> QUALITY MANUAL Page 2 of 48 QUALITY POLICY A QUALITY POLICY STATEMENT Your commitment to the Transport Canada Pleasure Craft Operator Competency Program - Accreditation Requirements is supported by your Quality Policy Statement. As part of your quality management system (QMS) you must issue a Quality Policy Statement approved by the Business Owner or the Designated Senior Manager. This Quality Policy Statement is written so that it is appropriate to the purpose of your organization. It is written in language that is easy to understand and expresses the overall intentions and direction of your organization related to the quality of delivery of your Course Provider client services. It shall include a commitment to: Meet or exceed client satisfaction with your Course Provider services; Continually comply with the Transport Canada Pleasure Craft Operator Competency Program - Accreditation Requirements; Continually improve the effectiveness of the quality management system (QMS); Communicate the Quality Policy Statement within your organization, including communication to all agents administering tests and/or all agents performing other business functions, on behalf of your organization, including temporary or one-time agents; Ensure the Quality Policy Statement is understood within your organization; and Review the Quality Policy Statement for continuing suitability. The <Company Name Here> Quality Policy Statement states: <Company Quality Policy Statement Here> Preface to Quality Policy Statement Example This example Quality Policy Statement is intended to serve as a tool to guide your organization in the development of its Quality Policy. Because a Quality Policy shapes your organization s approach to Course Provider services and quality assurance, the Quality Policy Statement must be approved by your Business Owner or Designated Senior Manager. Your Quality Policy Statement should indicate who will be fulfilling the role of Quality Coordinator in your organization (refer to Section of this document). In smaller organizations, the Business Owner may choose to take on this role due to insufficient staff or expertise. The Business Owner may also choose to acquire the services of an external Quality consultant, in accordance with the selection guidance provided separately, to provide advice and perform some of all of the roles of the Quality Coordinator. The Quality Policy Statement must reflect your organization s commitment to quality, continuous improvement, and client satisfaction. It must be: Linked to your organizational goals; Be relevant to the needs and expectations of your clients and Transport Canada; and State your organization s quality objectives. The < Company Name Here> is committed to providing and delivering high quality Course Provider services to consistently achieve client and Transport Canada satisfaction, and to promote and ensure operator safety and competency in the marine environment.

9 <Company Logo Here> QUALITY MANUAL Page 3 of 48 QUALITY POLICY Our policy will be achieved through: Exceeding client expectations with our services; Committing to a quality management system (QMS) that satisfies the requirements as outlined in the Transport Canada Pleasure Craft Operator Competency Program - Accreditation Requirements; Meeting and exceeding our accreditation commitments; Implementing, following and pursuing a quality management system (QMS) that fosters a quality culture across the organization and supports continuous improvement; Working with our clients and Transport Canada to monitor our success and to continuously evolve and improve our operations and services; Ensuring that quality standards are maintained and improved by active monitoring, reviewing and improving all activities; and Communicating this policy to our staff, including all of our agents. The role of Quality Coordinator within <Company Name Here> will be performed by <designated person or Business Owner or Designated Senior Manager>. The Quality Policy Statement is issued under the authority of and approved by the <Company Name Here>< Business Owner or Designated Senior Manager> on the effective date. Effective Date: dd-mmm-200y Our quality management system (QMS) is periodically reviewed to maintain compliance with the Transport Canada Accreditation Requirements. Implementation of our quality management system (QMS) is the responsibility of all management and staff, including agents administering tests and agents performing other business functions within the scope of the QMS. This includes temporary and one-time agents. The development and maintenance of the quality management system (QMS) including the preparation and the approval of the <Company Name Here> Quality Manual is the responsibility of the <Company Name Here> <Business Owner or Designated Senior Manager Name Here>.

10 <Company Logo Here> QUALITY MANUAL Page 4 of 48 B The Quality Manual includes the policies and supporting procedures for <Company Name Here> quality management system (QMS). 1. Quality Management System The purpose of the <Company Name Here> quality management system (QMS) is to ensure that all services satisfy client expectations, adhere to Transport Canada Pleasure Craft Operator Competency Program - Accreditation Requirements and have been delivered under controlled conditions. <Company Name Here> performance and QMS effectiveness will be assessed in several ways: By a program of planned internal audits, covering all aspects of the operation of the QMS; By regular management reviews of the suitability and effectiveness of the QMS; By analysis of potential problems and non-conformances as indicated by client and Transport Canada feedback and complaints; and By independent external audits, covering all aspects of the operation of the QMS. 1.1 Documentation Requirements Specific documentation is required to implement your quality management system (QMS) and to reflect what your organization does to deliver and assure the quality of your Course Provider services. To ensure the effective planning, operation, control and continual improvement of your QMS, the following must be documented: (Note: Appendix C provides a Documentation Checklist) A Quality Policy Statement (included in this document); A Quality Manual (this document), Procedures and documents required to ensure compliance with the Transport Canada Pleasure Craft Operator Competency Program - Accreditation Requirements including the Transport Canada approved Test Protocol and a Boating Safety Course Manual and/or Study Guide prepared in accordance with the Pleasure Craft Operator Program Boating Safety Test Syllabus; Records required as part of your accreditation (e.g., client records, internal audit reports, corrective actions, etc.); Records required to demonstrate conformance to and effective operation of your QMS; and Records required to manage, to operate and to administer your Course Provider services. The documentation medium employed must be specified. The documentation medium used can be paper, magnetic, electronic, photograph, or a combination thereof.

11 <Company Logo Here> QUALITY MANUAL Page 5 of 48 <Company Name Here> has implemented and maintains a documented quality management system (QMS). It is applicable to the services delivered in support of the Transport Canada Pleasure Craft Operator Competency Program and all activities and functions in which <Company Name Here> is involved and undertakes in support of services and administration of our quality program. All policies and procedures are documented to the extent necessary to enable <Company Name Here> to ensure and assure the quality of our services. <Company Name Here> documented QMS includes: A Quality Policy Statement (included in section A of this Manual); A Quality Manual and procedures (included in this Manual); A Transport Canada approved Test Protocol (separate document); Boating Safety Course Manual and/or Study Guide prepared in accordance with the Pleasure Craft Operator Program Boating Safety Test Syllabus (separate document); Records (included in section of this Manual); and <List Other Applicable Documents Here>. <Company Name Here> will make QMS documentation available. <Company Name Here> is subject to the requirements of the Provincial/Territorial Access to Information and the Privacy Act <Insert Title of Applicable Provincial Access to Information and Privacy Act> when responding to requests for documents and records Quality Manual The Quality Manual describes your organization s quality management system (QMS). It is a reference document which provides the outline of your quality management system (QMS) and describes how each element of QMS is met and maintained. The scope of the QMS includes only those activities and functional areas that are subject to your QMS for accreditation purposes. The Quality Manual must be reviewed periodically (at least once per year) to ensure its currency, continuing suitability, adequacy and effectiveness. The Quality Manual is a policy document, containing details of how <Company Name Here> addresses the requirements of Transport Canada Pleasure Craft Operator Competency Program - Accreditation Requirements, delivering and assuring quality Course Provider services. Quality Policy and direction for <Company Name Here> is determined by <Business Owner or senior management>. The Quality Manual contains <Company Name Here> Quality Policy Statement and provides information on the procedures and operation of the quality management system (QMS). In smaller organizations, the Business Owner may choose to perform the role of Quality Coordinator if there is not sufficient staff or expertise. Therefore, the Quality Manual could be maintained by the Business Owner and not the Quality Coordinator. The Quality Manual is accessible to staff members, including all agents and/or auditors. Amendments to the Quality Manual are also published and controlled by the Business Owner. Do revise the following two (2) paragraphs as appropriate for your organization.

12 <Company Logo Here> QUALITY MANUAL Page 6 of 48 Staff members and agents will have access to <the intranet version/electronic copy/paper-based copies> of the Quality Manual. A paper-based master copy of the Quality Manual is maintained by the Quality Coordinator, who ensures that the electronic version <and intranet version> is kept in alignment with its contents. The Quality Manual will be reviewed periodically as part of the management review, at a minimum of once per year, by <Company Name Here> <Business Owner, Designated Senior Manager or senior management> to ensure its currency, continuing suitability, adequacy and effectiveness. Amendments to the Quality Manual are controlled and published by the Quality Coordinator. Changes in content will be approved with the management and functions responsible for their implementation. The holders of paperbased Quality Manuals are responsible for incorporating authorized amendments and disposing of obsolete pages Control of Documents A system for generating, reviewing, approving, numbering, issuing and changing documentation, including paper and/or electronic media is required to comply with the Transport Canada Pleasure Craft Operator Competency Program - Accreditation Requirements. Therefore, in order to comply with Transport Canada Pleasure Craft Operator Competency Program - Accreditation Requirements, QMS documents must be controlled. The control of documents means that any applicable internal document is accessible and available to whom it applies and available at the required point(s) of use. In addition, control means that the document: has been approved for adequacy prior to issue; has been reviewed, and updated as necessary, and re-approved prior to reissue; has its changes and current revision status identified; and remains legible and readily identifiable. In addition: applicable documents of external origins are identified and their distribution controlled; and obsolete documents retained for any purpose are clearly identified and kept in a secure location to avoid unintended use. In order to be compliant with this, internally controlled documents must also contain the following components: Title; Document number; Revision history; Version/revision number; Issue date, Responsible authority/document owner; Approved by; and Pagination.

13 <Company Logo Here> QUALITY MANUAL Page 7 of 48 Detailed records of changes to controlled documents, including the reasons for the change, may be retained, rather than retaining actual copies of each issue of every document. A master list of controlled documents that records their level of approval, distribution, and revision status, including current or obsolete status must be maintained in order to manage all documents and demonstrate adherence to this requirement. <Company Name Here> will control the following documents: Quality Policy Statement; Quality Manual; Transport Canada approved Test Protocol (separate document); Boating Safety Course Manual and/or Study Guide prepared in accordance with the Pleasure Craft Operator Program Boating Safety Test Syllabus (separate document); Transport Canada supplied materials, such as policies, templates, reference documentation, Boating Safety Course Syllabus, and tests; Copy of Competency of Operators of Pleasure Craft Regulations; and <List Other Applicable Organizational Documents Here> In smaller organizations, the Business Owner and/or their designate is responsible for the maintenance, editing, numbering, approving, distribution, and communication of all new and revised quality management system (QMS) documentation. Do revise the following paragraph as appropriate for your organization. Quality management system (QMS) documentation will be reviewed and approved by the <Business Owner, Designated Senior Manager, or senior management> prior to distribution and use. The Quality Coordinator ensures all QMS documentation amendments are made, reviewed, approved, identified, and communicated throughout <Company Name Here>. Where applicable, changes and modifications to QMS documentation will be identified in the document through: Document Number; Revision History; Version/Revision Number; Issue Date; and/or Highlighted text, within the document. <Company Name Here> will use a master list to register all QMS documentation to track the current version/revision of documents, and thereby prevent the distribution and use of obsolete documents. All documents issued have an issued date and revision status indicated on the document. All staff members will be required to use and refer to current versions/revisions of these documents in performing their duties. Staff receiving important new or revised documents from Transport Canada Pleasure Craft Operator Competency Program will be required to make them available to appropriate members of staff, and ensure that obsolete material is updated, withdrawn or destroyed. If retained, obsolete Transport Canada supplied materials will be suitably

14 <Company Logo Here> QUALITY MANUAL Page 8 of 48 identified to prevent their inadvertent use. All obsolete copies are promptly removed from their point of issue or use. Obsolete Transport Canada supplied materials will be identified as Obsolete and filed for accreditation purposes or future reference. Staff members, including agents administering tests and agents performing other business functions, will be held accountable for the control of documents they generate and/or use in the course of their duties Control of Records Records are a special type of document. Records are developed and/or accumulated as a result of activities performed and procedures executed related to the effective planning, operation, control and continual improvement of your quality management system (QMS). Records are required to demonstrate compliance with the Transport Canada Pleasure Craft Operator Competency Program - Accreditation Requirements, the quality of your organization s provision of Course Provider services, and the effectiveness of your quality management system (QMS). Records must also be controlled. Record retention times and disposition must be a minimum of four (4) years or until the next external audit, related to accreditation renewal, in order to demonstrate compliance with the Accreditation Requirements. Appendix D to this Quality Manual provides a Required Records Checklist. <Company Name Here> maintains such records as are necessary to demonstrate the quality of its provision, compliance with the Transport Canada Pleasure Craft Operator Competency Program - Accreditation Requirements and Test Protocol, and the effectiveness of the quality management system (QMS). <Company Name Here> controls the following records: Internal audit reports including completed QMS Self-Assessment Checklists (latter found at Appendix B to this Quality Manual); External audit reports; Results of Test Protocol Inspections, Reviews, Spot Checks; Corrective actions; Preventive actions; Management review minutes and follow-up minutes; Cardholder information; Course Provider records (e.g., Course Provider Identifier, Course Provider Name, Date/Time/Location of Test, candidate participants list); Client feedback; <List Other Records Here>. Staff members, including agents administering tests or agents performing other business functions, will be responsible for ensuring that the records for which they have responsibility are clearly labeled or otherwise identified, legible and readily retrievable. Records are required to be stored in ways that minimize the risk of their deterioration or loss. Paper records must be maintained in compliance with Privacy Act.

15 <Company Logo Here> QUALITY MANUAL Page 9 of 48 Cardholder records and other records containing personal and confidential information will have controlled access to secure storage in compliance with the requirements of the Provincial/Territorial Access to Information and the Privacy Act <Insert Title of Applicable Provincial Access to Information and Privacy Act> and Personal Information Protection and Electronic Documents Act. Access to these records is restricted to designated staff members who generate and/or use these records in the course of their duties. Paper records will be maintained in compliance with the requirements of the Provincial/Territorial Access to Information and the Privacy Act <Insert Title of Applicable Provincial Access to Information and Privacy Act>, where applicable. All records will be retained for a minimum of four (4) years or until the next external audit. The disposal of all records shall be performed in accordance with normal business practice (e.g., recycling or shredding) unless stipulated according to contractual or accreditation requirements and applicable Provincial/Territorial Privacy Acts. At that time the records will be reviewed by the Quality Coordinator <Business Owner or Designated Senior Manager> and either destroyed or maintained for a specified timeframe. Staff members, including all agents, will be held accountable for the control of records. Internal audits serve to ensure that the necessary records are being generated, utilized and retained Record Submissions to Transport Canada The Business Owner or Designated Senior Manager must regularly provide, maintain and send electronic client records to Transport Canada as part of the Transport Canada Pleasure Craft Operator Competency Program - Accreditation Requirements. Information that must be entered into the Transport Canada Pleasure Craft Operator Database System includes, but is not limited to, the following: Card Number; Pleasure Craft Operator Name; Pleasure Craft Operator Date of Birth; Complete Mailing Address Course Provider Name; Date Original Pleasure Craft Operator Card Issued; and Other information to be determined. At the completion of each test cycle, <Company Name Here> will enter client information required by the Transport Canada into the Transport Canada Pleasure Craft Operator Database System (PCODS). Information submitted includes, but is not limited to the following: Card Number; Pleasure Craft Operator Name; Pleasure Craft Operator Date of Birth; Complete Mailing Pleasure Craft Operator Address; Course Provider Name; Date Original Pleasure Craft Operator Card Issued; and

16 <Company Logo Here> QUALITY MANUAL Page 10 of 48 Other information to be determined. <Company Name Here> will adhere to all Transport Canada policies, processes, procedures and guidelines relating to the database use and operation.

17 <Company Logo Here> QUALITY MANUAL Page 11 of Management Responsibility Preface to Management Responsibility In smaller organizations, the responsibilities should be adjusted throughout this section and the entire Quality Manual to reflect the actual duties within your organization. For each subsection, follow the guidance provided in prefaces (all text in blue in explanation boxes) to assist you in customizing it to your organization s size. 2.1 Management Commitment The Business Owner, Designated Senior Manager and/or senior management must actively support and promote the need to meet Transport Canada Pleasure Craft Operator Competency Program - Accreditation Requirements within your organization. In addition to meeting the accreditation requirements, benefits of the Management commitment for your organization could include: the improvement of satisfaction levels of your clients obtained through a client focus approach; achievement of your business goals obtained with regular management reviews; and, leadership provided by your continuous involvement. The <Company Name Here> <Business Owner and senior management> is committed to: Having a documented quality management system that satisfies the requirements as outlined in the Transport Canada Pleasure Craft Operator Competency Program - Accreditation Requirements; Meeting and exceeding our accreditation commitments; Implementing, following and pursuing a quality management system (QMS) that fosters a quality culture across the organization and supports continuous improvement; and Working with our clients and Transport Canada to monitor our success and to continuously evolving and improving our operations and services. <Company Name Here> demonstrates our commitment by: Communicating to the organization the importance of meeting and exceeding Transport Canada Pleasure Craft Operator Competency Program - Accreditation Requirements; Establishing, employing and continually improving our stated Quality goals; Conducting regular management reviews and internal audits to identify opportunities for improvement; Establishing mutually beneficial relationships with Transport Canada; Regularly communicating with clients about our Course Provider services; and Performing and participating in external audits. In addition to this commitment by management, all <Company Name Here> staff are encouraged to seek ways to continually improve <Company Name Here> practices and services provided to our clients through Corrective Action and Preventive Action.

18 <Company Logo Here> QUALITY MANUAL Page 12 of Roles, Responsibilities and Authorities The Business Owner or Designated Senior Manager must ensure that the roles, responsibilities and authorities for delivering and administering Course Provider services and providing quality assurance are defined and communicated within your organization. The duties of key staff who manage, perform and verify work affecting the quality of Course Provider services must be described. An organizational chart delineating the interrelation of staff must be presented. Staff members include all agents administering tests and all agents performing other business functions, including temporary or one-time agents. Benefits of the definition of roles, responsibilities and authorities for your organization will be the effective performance of your QMS and the assurance that everyone is responsible for the delivery of quality client services. The depth of the description of the roles, responsibilities and authorities is dependant on the organization size. <Company Organizational Chart Here> Preface to Organizational Chart Example This example Organizational Chart is intended to serve as a tool to guide you in the development of your organizational chart. This example represents the possible minimum functions of an organization. For smaller organizations several management functions may be performed by the same manager and for larger organization, two or more management levels may be described. Your organizational chart and associated roles and responsibilities may be more detailed. Business Owner Quality Coordinator <Company Name Here> Staff

19 <Company Logo Here> QUALITY MANUAL Page 13 of Business Owner or Designated Senior Manager Preface to Responsibilities Business Owner or Designated Senior Manager In smaller organizations, the Business Owner or Designated Senior Manager may perform the duties of the Quality Coordinator, except where job conflicts may exist. As appropriate, the responsibilities of the Business Owner and Quality Coordinator should be adjusted throughout this section and the entire Quality Manual to reflect the actual duties within your organization. This section contains specific duties/accountabilities/responsibilities as examples only. Create your own duties/accountabilities/responsibilities based on your organization or use the provided descriptions as appropriate for your organization. The Business Owner or Designated Senior Manager is: Accountable for the <Company Name Here> quality management system (QMS); Responsible for the coordination of overall quality management for <Company Name Here>; Accountable for the development and revision of the Quality Policy Statement; Accountable for the review and approval of any revision of this Quality Manual once each year; Accountable for the performance of a management review at least once each year, except where job conflicts exist; Acts as Chair for the annual management review meeting; Responsible for assuring that the Quality Coordinator has the authority and organizational freedom to perform the duties listed in section 2.2.2; Accountable for the ensuring the creation, submission, retention and storage of records; Responsible for participating in internal audits, except where job conflicts exist; Accountable for scheduling external audits and liaising with qualified person external to the Course Provider s organization; Participating in external audits; Responsible for liaising with Transport Canada on all test service and quality related matters; Accountable for development and maintenance of communications channels and arrangements with Clients, Transport Canada, qualified person external to the Course Provider s organization conducting external audits and staff, including agents administering tests and agents performing other business functions; Accountable for the prevention from damage and for identification, preservation, storage, handling, and use of Transport Canada supplied tests/documents/ materials while the tests/documents/materials are in the <Company Name Here> s possession; Responsible for approving use of Transport Canada supplied materials upon resolution of damage, loss, or problems; Responsible for reporting any damage, loss, or problems found to Transport Canada supplied materials;

20 <Company Logo Here> QUALITY MANUAL Page 14 of 48 Accountable for submitting client records to Transport Canada and entering client information into the Transport Canada Pleasure Craft Operator Database System (PCODS); Accountable for communicating the importance of and ensuring staff awareness, including Agents, of meeting and exceeding Transport Canada accreditation commitments and QMS requirements; Responsible for demonstrating and providing objective evidence of management commitment; Accountable for developing, implementing, maintaining and ensuring the organization follows our Test Protocol in compliance with the Competency of Operators of Pleasure Craft Regulations; Responsible for the overall performance of internal audits to meet the Quality Policy and quality management system (QMS) requirements; Accountable for the review of the Quality Manual; and <Insert Other QMS-related Duties Here> Quality Coordinator Preface to Responsibilities Quality Coordinator In smaller organizations, the Business Owner or Designated Senior Manager may perform the duties of the Quality Coordinator, except where job conflicts may exist. As appropriate, the responsibilities of the Business Owner and Quality Coordinator should be adjusted throughout this section and the entire Quality Manual to reflect the actual duties within your organization. The Quality Coordinator is: Responsible to the Business Owner or Designated Senior Manager for managing the quality management system (QMS); Responsible for ensuring the review and control of this Quality Manual; Responsible for ensuring the control of non-conformances; Responsible for the performance of internal audits, except where job conflicts exist; Responsible for the preparation and control of corrective actions, as applicable; Responsible for the preparation and control of preventive actions, as applicable; Responsible for reviewing corrective actions monthly; Responsible for monitoring of the quality program, and reporting regularly to the Business Owner <senior management> on its effectiveness; Responsible for assuring that the policies in this Quality Manual are followed for all work performed under the scope of this manual; Responsible for escorting qualified persons external to the Course Provider s organization for the purpose of these external persons conducting external audits; Responsible for participating in management reviews and maintaining review meeting minutes/follow-up minutes;

21 <Company Logo Here> QUALITY MANUAL Page 15 of 48 Responsible for providing information and materials for input into management reviews; Responsible for ensuring that the records for which they have responsibility are clearly labeled or otherwise identified, legible, readily retrievable, and stored in ways that minimize the risk of their deterioration or loss; Accountable for controlling of Quality Assurance and QMS records; Responsible for controlling of this Quality Manual; and <Insert Other QMS-related Duties Here> All Staff All <Company Name Here> staff members, including agents administering tests and agents performing other business functions, are: Individually responsible for the level of quality in the work they perform and services they deliver; Responsible for making available important new (e.g., Transport Canada supplied regulations or policies) or revised documents from Transport Canada Pleasure Craft Operator Competency Program to appropriate staff members, including agents; Responsible for ensuring obsolete Transport Canada Operator Competency Program and <Company Name Here> materials/documentation is updated, withdrawn or destroyed; Responsible for ensuring Transport Canada supplied materials retained are suitably identified to prevent unintended use; Accountable for controlling all documents and records used in performing their duties; Responsible for using current versions/revisions of documents in performing their duties; Identifying opportunities for continual improvement of <Company Name Here> practices and services provided to our clients through Corrective Action and Preventive Action; Responsible for incorporating authorized amendments and disposing of obsolete pages of paper-based Quality Manuals, if applicable; Responsible for the prevention from damage and for identification, preservation, storage, handling, and use of Transport Canada supplied tests/documents/materials while the tests/documents/materials are in the <Company Name Here> s possession; Performing verification of Transport Canada supplied materials; Responsible for following our Approved Test Protocol in compliance with the Competency of Operators of Pleasure Craft Regulations; Participating in staff orientation and awareness sessions; and <Insert Other QMS-related Duties Here>

22 <Company Logo Here> QUALITY MANUAL Page 16 of Management Review A Management Review is a routine review of the overall status and performance of your organization s quality management system (QMS) and the services that are provided. Management Reviews provide an opportunity for Business Owners and Senior Management to consolidate and review a variety of information and input, including but not limited to internal audit results, and, to assess/evaluate the overall state of their quality management system (QMS) and to identify where improvements can be made. The Business Owner and/or Senior Management is/are required to review your organization s quality management system (QMS), at planned intervals, to ensure its currency, continuing suitability, adequacy and effectiveness. This will enable them to monitor the effectiveness of your quality management system (QMS), to ensure its continuing suitability in meeting client expectations, and ensure that the Quality Policy Statement and quality procedures and practices are being met. Preparation for your Management Reviews will include the gathering of the information and input; analysis of the information and input; some form of documentation of the results; and the outputs or actions resulting from the Management Review. Management Reviews should be conducted when it is appropriate for your organization to do so, which could range from every week, to every quarter to a minimum of once per year. Management Reviews can take the form of a face-to-face meeting with minutes and follow-up minutes; or, a conference call with minutes and follow-up minutes; or, the development of a written report. Management Review outputs could include, but are not limited to, actions to improve your organization s QMS and/or actions to improve your organization s services. Management reviews must include assessing opportunities for improvement and the need for changes to the QMS (e.g., changes in the business, suggestions from staff/agents, changes to accreditation requirements, Test Protocol Inspection/Reviews/Spot Check non-conformances). All records from Management Reviews (e.g., formal reports, meeting minutes and follow-up minutes) must be maintained. Regardless of the form (report, meetings, conference calls etc), your Management Review must include an overview and description of your quality management system (QMS) performance, including internal and external audit results, non-conformances found, status of corrective and preventive actions, results of Test Protocol Inspections, etc. The Management Review and outputs must be communicated and/or circulated within your organization to ensure that all staff/agents are aware of the overall status and performance of your QMS. Records of staff attendance and comments provided at Management Review meetings must be maintained. In addition, records of the distribution of Management Review reports and any comments received must be maintained. The original Management Review report must be maintained in your records. Do revise the following three (3) paragraphs as appropriate for your organization.

23 <Company Logo Here> QUALITY MANUAL Page 17 of 48 <Company Name Here> Management Review meetings will be conducted in the form of regular meetings. Management and other designated staff will meet <weekly or quarterly or annually> <face-to-face or through a conference call> to review the currency, continued suitability, adequacy, and effectiveness of the quality management system (QMS) and compliance with the Transport Canada Pleasure Craft Operator Competency Program - Accreditation Requirements. Review meetings will be chaired by the < Business Owner or Designated Senior Manager>and must be attended by all staff/agents. <Company Name Here> Management Review meetings will be conducted in the form of a formal report. Management and other designated staff will prepare the Management Review report <weekly or quarterly or annually> to review the currency, continued suitability, adequacy, and effectiveness of the quality management system (QMS) and compliance with the Transport Canada Pleasure Craft Operator Competency Program - Accreditation Requirements. The Management Review report will be signed off by the < Business Owner or Designated Senior Manager> and distributed to all staff/agents for information and/or comment. <Company Name Here> s Management Review <Report or Meeting Agenda> items will, as a minimum, include the following: an overview and description of your quality management system (QMS performance; internal and external audit results; Test Protocol Inspection/Review/Spot Check results; non-conformances found; status of corrective and preventative actions; review of opportunities for improvement; the need for changes; an opportunity for staff feedback/comment; decisions/specific actions to improve <Company Name Here> s QMS and/or services; and <any other items as developed>. To accomplish these reviews, management will collect and evaluate: Internal and external audit results; Review of Quality Manual; Information on client and Transport Canada feedback, including complaints; Results of Test Protocol Inspections, Reviews, Spot Checks; Status of preventive and corrective actions; Follow-up actions from earlier management reviews; Planned change(s) that could affect the QMS; and Recommendations for improvement.

24 <Company Logo Here> QUALITY MANUAL Page 18 of 48 The <Company Name Here> Quality Coordinator will maintain the Management Review <Report or meeting minutes/follow-on minutes>, <meeting attendance or report distribution list>, all staff/agents comments and feedback and any management decisions detailing actions and decisions related to: Compliance with the Transport Canada Pleasure Craft Operator Competency Program - Accreditation Requirements; Improvement of the effectiveness of the QMS and its processes; Improvement of the processes and services relative to accreditation requirements; and Resources needed to effect improvement. Necessary Corrective Action and Preventive Action will be initiated, if required, in accordance with the processes and procedures in sections 4.8 and 4.9.

25 <Company Logo Here> QUALITY MANUAL Page 19 of Delivery of Course Provider Services 3.1 Official Language The Business Owner or Designated Senior Manager must ensure that all Course Provider services, including the administration of the course, where applicable, the administration of the test, all verbal or written communications or correspondence concerning the services, the test, and the Pleasure Craft Operator Card are provided in the official language(s) (French or English) as advertised by the Course Provider. Course Provider services must be in compliance with the requirements on official languages section XXX of the Competency of Operators of Pleasure Craft Regulations. <Company Name Here> will ensure that the following services are provided in the official language(s) (<List Language(s) Here>) as advertised: The administration of the course; The administration of the test; All verbal or written communications and correspondence concerning the services; The test; and The issuance of the Pleasure Craft Operator Card. Internal audits serve to ensure that <Company Name Here> client services provided by agents administering tests and agents performing other business functions, are being offered in the official language(s) as advertised. 3.2 Client Communication The Business Owner or Designated Senior Manager must accurately reflect and fully disclose all information consistent with the Competency of Operators of Pleasure Craft Regulations. The Business Owner or Designated Senior Manager must also ensure that effective two-way communication channels and arrangements with clients in regards to its Course Provider services (such as communication of test results and issuance of Pleasure Craft Operator Card, contacts, enquiries, client feedback, including client compliments and complaints) are implemented. Do revise the bulleted list as appropriate to your organization. <Company Name Here> will ensure that the following communications channels and arrangements are established with our clients as necessary: A dedicated business contact name, address and telephone number; An electronic mail system; A business web site, containing Course Provider services and contact information, as well as frequently asked questions; A link to Transport Canada Office of Boating Safety web site; Printed materials, such as course calendars and flyers; Information provided is accurate and up-to-date;