1. Eccleston and Hart
Quality Manual BS EN 9001:2008
Revision 2: July 15 Page 1 of 5
Introduction
Eccleston and Hart was originally founded in 1837 as manufacturers of jewellery. With
the advance of plastics in engineering, the company diversified into plastics in the
1960's, mainly Expanded Polystyrene (EPS).
As the technology advanced, the company moved into the “hot wire” cutting process.
Eccleston and Hart have remained at the forefront of this industry due to their
engineering capability, resulting in the development of their own machines, some of
which are the most advanced in the world.
The company has four main outlets for its products:
1. Construction Market – Insulation boards and void filling
2. Packaging – Standard and custom designs
3. Display market – Artistic bespoke and off the shelf designs
4. Foundry Industry – Patterns for sand moulding
The scope of its QMS, in order to comply with ISO 9001, is:
The manufacture of Expanded Polystyrene (EPS) cut to customer
specifications for the Construction, Packaging, Display and Foundry
industries.
This quality manual represents the scope of Eccleston & Hart's QMS, references the
procedures established, identifies the relationships between the procedures and
processes established, and defines the interaction between these processes.The
relationship between ISO 9001 and Eccleston & Hart’s QMS is defined in this
manual and the internal audit schedule (Pheonix/HealthanandSafetyAFP/11
Quality/Records/Current Documents/ Internal Audit Schedule). Excluded from the
scope is BS EN 9001:2008 Clause 7.3, this clause is excluded as Eccleston & Hart
cut to customer specifications and no design work takes place onsite.
Eccleston & Hart is committed to live by the spirit of all applicable clauses of ISO
9001, including the requirement to continually improve the effectiveness of its QMS.
This commitment is supported by Eccleston & Hart’s quality policy statement:

2. Quality Policy
Eccleston and Hart was established in 1837 by Ernie Hyde and manufactured
jewellery and in 1927 Ray Eccleston and Joseph Hart bought out Mr Hyde and the
name changed to Eccleston and Hart. In 1962 the company evolved and produced
its first EPS moulding machines under licence. We are based in Erdington and
employ 23 people.
Quality is important to our business because we value our customers. We strive to
provide our customers with products and services which meet and even exceed their
expectations. We are committed to continuous improvement and have established a
Quality Management System which provides a framework for measuring and
improving our performance. We have the following systems and procedures in place
to support
us in our aim of total customer satisfaction and continuous improvement throughout
our business:-
5. Regular gathering and monitoring of customer feedback
6. A customer complaints procedure
7. Selection and performance monitoring of suppliers against set criteria
8. Training and development for our employees
9. Regular audit of our internal processes
10. Measurable quality objectives which reflect our business aims
11. Management reviews of audit results, customer feedback and complaints
Our internal procedures are reviewed regularly and are held in a Quality Manual
which is
made available to all employees.
This policy is posted on the Company Notice Board and can also be found in the
staff handbook.
Though the Managing Director has ultimate responsibility for Quality all employees
have a responsibility within their own areas of work so helping to ensure that Quality
is embedded within the whole of the company.
Quality Planning
As the Company operates a standard type and range of services, customer
satisfaction and quality are achieved by operation in accordance with the documented
quality system. Specific customer requirements are identified and documented during
the initial quote process, allowing these requirements to be communicated and
achieved, ensuring satisfaction of all customer declared needs.

3. Organisation
The following provides a summary of the principle responsibilities of each of the
roles below.
Managing Director
 Approval of the Quality Management System
 Approval of the Health & Safety Policy
 Management Review
 Promoting awareness of customer requirements throughout the organisation
 Supplier Selection & Purchasing
 Contract Management and Control
Sales Director
 Management & Co-ordination of Sales and Support Functions
 Contract Review
 Project Management
 Control of Contract Documentation
 Planning & organisation
 Supplier Selection & Purchasing
Production Manager
 Planning and Co-ordination
 Control of Production and Measuring Equipment
 Estimating
 Quotations
 Goods and Goods out
 Management of Raw Materials

4. Office Manager
 Management of Office Budget
 Overseeing the recruitment of new staff
 Facilities Management
 Chairing monthly staff meetings
 Control of Finance
 Deal with Customer Complaints
QSHE Manager
 Internal Audit
 Resolution of Quality Assurance System Discrepancies
 Control & Maintenance of the Quality Management System
 Documentation & Change Control
 Development of Quality & HSE Policies
 Development of Quality & HSE Strategy
 QMS Performance reports
 Internal communication of QMS objective.
Maintenance Manager
 Responsible for Planned Preventative Maintenance Program
 Contractor control
 Responsible for the training of the Trainee Maintenance Technician
Production Supervisor
 Allocate the daily work load
 Train new operators in the use of the profilers
 Co-ordinate packaging and dispatch of finished goods
Sales Administrator
 Allocation of Order Reference Numbers
 Processing of Web Orders
 Dealing with Customer Queries
 Customer satisfaction surveys.
QSHE Officer
 Quality Testing
 Weekly walkrounds
 Control and monitoring of chemical dosing of the boiler
 Bead Production
Trainee Maintenance Technician
 Control and monitoring of chemical dosing of the boiler
 Complete maintenance as required under direction of Manager
Production Operatives
 Bead Production
 Block Production
 Profiling of block

5. Explanation of Relationship between Processes, Procedures & ISO 9001