Transport Publication - TP 13585E
Marine Safety shall define, plan and implement the measurement and monitoring activities needed to assure conformity and achieve continual improvement. This includes the determination of the need for, and use of, applicable methodologies including statistical techniques.
5.2 Monitoring and Measurement
- 5.2.1 Stakeholder Satisfaction
Marine Safety shall monitor information relating to stakeholder perception as to whether requirements have been met as one of the measurements of performance of the quality management system. Marine Safety shall document the methodologies for obtaining and using this information. - 5.2.2 Internal Audit
Marine Safety shall conduct internal audits to determine whether the quality management system conforms to the requirements of the ISO 9001:2000 standard and has been effectively implemented and maintained. Marine Safety shall develop an audit programme which takes into consideration the status and importance of the processes and areas to be audited, as well as the results of previous audits. The audit criteria, scope, frequency and methods shall be defined. The Marine Safety management responsible for the area being audited shall endeavour to ensure that actions are taken without undue delay to eliminate detected nonconformities and their causes. Follow-up actions shall include the verification of the implementation of corrective action and the reporting of verification results. - 5.2.3 Monitoring and Measurement of Processes
Marine Safety shall apply suitable methods for monitoring, and where applicable, measurement of the processes necessary for service delivery. These methods shall confirm the continuing ability of each process to achieve planned results. When planned results are not achieved, corrective action shall be taken as appropriate to ensure conformity of service. - 5.2.4 Monitoring and Measurement of Service Delivery
Marine Safety shall measure and monitor the characteristics of service delivery to verify that the service (e.g. on-site inspections) meets regulatory and stakeholder requirements. Monitoring and measurement shall be carried out at appropriate stages of service delivery based on program planning. Marine Safety shall use evidence such as reports to monitor service delivery and shall audit these reports to confirm that the service meets requirements. Service delivery shall not proceed until all the specified activities have been satisfactorily completed, unless otherwise approved by a designated authority and, where applicable, the stakeholder.
5.3 Control of Nonconforming Services
Marine Safety shall endeavour to ensure that any product or service which does not conform to requirements is identified and controlled to prevent unintended use or delivery. Nonconformities which have a potential impact on public safety may be identified by any source within or external to Marine Safety. Recommendations for corrective actions for these nonconformities may be identified by the Transportation Safety Board, the provincial coroner, Marine Safety staff or other parties as appropriate.
The responsibilities and authorities for dealing with nonconformities shall be defined in procedures.
Nonconforming products or services shall be corrected and subject to re-verification after correction to demonstrate conformity. Correction shall be undertaken immediately if the safety of stakeholders is affected by the nonconformity. When nonconforming service is detected after delivery, Marine Safety shall take action appropriate to the consequences of the nonconformity.
Marine Safety shall collect and analyse appropriate data to determine the suitability and effectiveness of the quality management system and to evaluate where continual improvement of the effectiveness of the quality management system can be made. This shall include data generated by monitoring and measuring activities and other relevant sources. Results of the analysis shall be presented periodically at MSNMC meetings.
- 5.5.1 Continual Improvement
Marine Safety shall continually improve the effectiveness of the quality management system through the use of the quality policy, quality objectives, audit results, analysis of data, corrective/preventive actions and management review. - 5.5.2 Corrective Action
Marine Safety shall take corrective action to eliminate the cause of nonconformities in order to prevent recurrence. Corrective action, and the response time to initiate such actions, shall be appropriate to the consequences of the nonconformities.
A documented procedure shall be established for reviewing nonconformities; determining cause; evaluating the need for action to ensure nonconformities do nor recur; and determining, implementing and reviewing corrective actions taken.
Regional Directors, Marine Safety, shall prepare summaries of nonconformities and corrective actions taken in their Regions for submission to the Director, Quality Assurance, who shall combine these with the results of any internal audits and provide a summary report to the MSNMC on a periodic basis.
Identification of root causes of nonconformities is a non-judgemental process which seeks to improve the effectiveness of the quality management system. The corrective action process is not a mechanism to assign blame. Where warranted, corrective actions based on a nonconformity detected in one part of the Marine Safety organization shall be applied to any or all other parts of the Marine Safety organization, as appropriate. - 5.5.3 Preventive Action
Marine Safety shall determine preventive action to eliminate the causes of potential nonconformities to prevent occurrence. Preventive actions taken shall be appropriate to the impact of the potential problems.
A documented procedure shall be established to define requirements for determining potential nonconformities and causes; evaluating the need for action to prevent occurrence; and determining, implementing and reviewing preventive actions taken.
Regional Directors, Marine Safety, shall prepare summaries of preventive actions taken in their Regions for submission to the Director, Quality Assurance, who shall provide a summary report to the MSNMC on a periodic basis.