Quality Policy Manual

• Compliance with applicable laws, regulatory, governance, and contractual requirements
• Focus on customer needs and effective handling of complaints and feedback in accordance with ISO 10002
• Regular measurement of customer satisfaction and use of results for improvement in accordance with ISO 10004
• Implementation of a risk-based approach and opportunity management across all processes in line with ISO 9001
• Assurance of material and service quality through input/output process controls and full traceability
• Selection, periodic evaluation, and development of suppliers and contractors with a win-win collaboration approach
• Development of employee competencies through targeted training, succession planning, and training effectiveness evaluation
• Management of organizational knowledge and documentation of procedures, instructions, and records
• Digital transformation in performance monitoring and data-driven decision-making
• Accident prevention and environmental protection, aligning quality objectives with safety and environmental goals
• Financial transparency and operational discipline in development and investment projects

 

Measurable Quality Objectives

• Improve on-time order fulfillment rate to at least 95%
• Reduce product and service nonconformities by at least 20% annually
• Increase customer satisfaction score to above 85 out of 100
• Resolve customer complaints within a defined timeframe of less than 10 working days
• Improve productivity of key processes by at least 10% through continual improvement
• Increase the percentage of suppliers evaluated and rated with satisfactory performance to over 80%

 

Governance Structure and Responsibilities

• The CEO and Board of Directors are responsible for approving the Quality Policy and monitoring the achievement of quality objectives
• The Quality Management Representative is responsible for implementation, maintenance, continual improvement of the system, and periodic reporting
• Unit managers are responsible for defining operational objectives and ensuring implementation of procedures
• All employees are responsible for compliance with requirements and active participation in improvement initiatives

 

Customer Complaint Management

• Registration, analysis, and classification of complaints in the designated system
• Definition of corrective and preventive actions and communication of complaint handling status
• Evaluation of complainant satisfaction after closure and sharing of lessons learned

 

Risk and Change Management

• Identification, assessment, and control of risks at process and project levels
• Evaluation of the impacts of changes, implementation of change control, and review of related documentation

 

Supplier Management

• Initial selection and approval criteria based on quality, capacity, safety, and sustainability
• Periodic performance evaluation and implementation of joint improvement programs
• Technical and quality inspections and acceptance control

 

Document and Record Control

• Coding, version control, and ensured accessibility of current documents
• Secure retention of records and definition of retention periods
• Periodic review of processes and procedures

 

Monitoring, Measurement, and Improvement

• Definition of Key Performance Indicators (KPIs) for core and support processes
• Planned internal audits and corrective actions for identified nonconformities
• Root cause analysis and implementation of continual improvement projects

 

Management Review

• Conducting management reviews at least annually or as required
• Review of system adequacy, effectiveness, and conformity, including objectives, risks, and resources
• Approval of strategic actions and allocation of resources for improvement

 

Communication, Implementation, and Review

This policy shall be communicated to all organizational units upon approval and made available to relevant stakeholders.
The Quality Policy shall be reviewed at least annually or in the event of significant changes in mission, structure, or applicable requirements.