q & e - lyreco · correspondence between lyreco q&e manual, iso 9001 and iso 14001 ..... 18...

MNG 2 02 SCAN Lyreco Q & E Manual V4 2018-05-02 Reviewed by: Eva Klintell Approved by: SMT

Q & E Manual

MNG 2 02 SCAN Lyreco Q & E Manual

V4 2018-05-02

2

Table of content ____________________________________________________________________________ Lyreco ............................................................................................................................ 3 Lyreco Context ............................................................................................................... 4 Interested Parties – needs and expectations ................................................................... 5 Scope of the QMS/EMS .................................................................................................. 6 Lyreco processes ............................................................................................................ 6 Management system ...................................................................................................... 7 Management responsibility and leadership .................................................................... 8 Quality and Environmental Policies................................................................................. 9 Management of risk and opportunities ......................................................................... 10 Legislation .................................................................................................................... 10 Environmental aspects ................................................................................................. 11 Quality and Sustainability objectives ............................................................................ 11 Environmental programmes ......................................................................................... 12 Recourse management – competence, awareness and training ..................................... 12 Infrastructure and working environment ...................................................................... 13 Internal and external communication ........................................................................... 13 Document requirements............................................................................................... 13 Verification of purchased products ............................................................................... 14 Control of customer orders ........................................................................................... 14 Procurement ................................................................................................................ 15 Customer satisfaction ................................................................................................... 15 Customer complaints .................................................................................................... 15 Internal Audits ............................................................................................................. 16 Management review .................................................................................................... 16 Preventive and corrective action .................................................................................. 17 Continual improvement ................................................................................................ 17 Correspondence between Lyreco Q&E Manual, ISO 9001 and ISO 14001 ....................... 18


V4 2018-05-02

3

Lyreco ____________________________________________________________________________

Lyreco’s mission is to “simplify life at work” Lyreco’s goal is to be the reference that the business community turns to for office supplies. This goal necessitates a Quality- and Environmental policy that encompasses the same objectives as those of the overall company policy. For Lyreco, to be the reference, means fully satisfying all customers and taking a Social- Environmental- and Economical responsibility. Lyreco Scandinavia Headquarter is situated in Roskilde, Denmark. Local Warehouses and Customer services are also present in Bankeryd Sweden and Oslo Norway. Local sales reps are present in the field, in all three countries. Sustainability Strategy Lyreco considers its Quality & Environment approaches must be done within a Sustainable Development Context. As a part of that, Lyreco defined a mid-term strategy “Eco-Future” giving the vision, the guiding principles and the commitments of the company. A set of 10 KPI’s, covering environmental, social and economic items, completes the plan and enables to follow Lyreco’s progress.

26 countries, one Lyreco Lyreco has a global vision and the appropriate competitive advantages that large international companies are looking for when it comes to the management of global purchasing portfolios of office supplies. Lyreco is one of the largest worldwide distributors of office supplies. Active in 26 countries (42 with our partners), on 4 continents, Lyreco believes in offering every Customer the same superior quality of products and services wherever they are. One of Lyreco’s assets lies in the organisation and management model. The same policies, organisation and management rules apply to all Lyreco subsidiaries. Those aspects especially concern the Quality & Sustainability areas.


V4 2018-05-02

4

Lyreco context ____________________________________________________________________________

The issues that may have an impact on the planning of Lyreco’s management system and serves as an input for development are as follows. Generally related issues:

Sustainability related issues:

They come from the Lyreco Sustainable Development issues, which are covered by “Eco-Future” Strategy:

Environmental Issues Social Issues Economic Issues

Energy and Climate Change

Development of Environmentally Friendly Products

Waste Management

Employees Well–Being

Employees Development

Employees Health & Safety

Charity contribution

Supplier Performance

Responsible Sourcing

In addition, Lyreco has to consider relevant issues concerning the life cycle of its products and services. This especially means to ensure that the production facilities manufacturing Lyreco branded products are compliant with legal environmental requirements and are managed through a proper Environmental Management System (e.g. continuous improvement, reduce environmental impacts).

Internal Issues External Issues

Economic Performance

Validated Budget

Company Values

Business Ethics

Governance and Organisational Structure

Product and Service Offering

Pricing/Costing

Market Research and innovation

Category & New Business Development

DARE local projects

Eco Future Strategy

Key Logistics Projects

Customer Standard Requirements

Customer New & Specific requirements

Customer Satisfaction

Customer Experience and relations

Quality and Products Safety

Compliance with regulations

New regulations

Competitive Positioning

Competition Development

Digital Economy

Information flow

Community Relations and Support

Image / Reputation

Social Media

Emerging technologies


V4 2018-05-02

5

Interested parties – needs and expectations

____________________________________________________________________________ Interested Parties (also named ‘Stakeholders’) are people or organisations ‘affected’ by Lyreco activities and/or that can influence the Lyreco’s activities. The below table gives a first frame - corresponding to the general interested parties applicable to all to Lyreco.

Interested

parties Internal/ external Needs and expectations

Customers

External

Good quality and service – in line with their expectation

Value for money

Reliable

Sustainable Supply Chain ( social and environmental standards)

Sustainable products

Staff

Internal

Professional development

Punctual payment, health and safety

Work/life balance

Employment security

Lyreco Group Internal Profitability

Compliance with procedures and best practices

Executive board / SMT

Internal Good financial performance

Legal compliance

Product

Suppliers

External

Punctual payment

Professional and trusting business relationship

Reliable forecasts

Credit wordiness

General suppliers of goods and

services

External

Punctual payment


Credit wordiness

Third party carriers

External Punctual payment


Healthy and safe working conditions

Competitors External Fair competition

Bank / Insurance

External

Good financial performance

Punctual payment

Risk management

Local Authorities

External Application of the applicable statutory and regulatory requirements

Unions External Compliance with employment laws

Good working conditions for employees

Environmental Agencies

External Application of the applicable statutory and regulatory requirements

Press and Social Media

External Transparency

Availability

Local residents External Reduction of emissions (noise, air etc.)

Provide job opportunities


V4 2018-05-02

6

Scope of the QMS/EMS _____________________________________________________________________________

All Lyreco’s activities are in the scope of Lyreco ISO 9001 & ISO 14001 certificates. The sales force "itinerant salesman" is however excluded of the certification perimeter scope (only the management of this sales force could be audited directly in the Head Office).

Lyreco processes

_____________________________________________________________________________

All processes in Lyreco are divided in three main areas, operational, management and supportive. The following processes are identified within Lyreco’s organisation:

Map of Processes

Management 1 – Audit 2 - Indicators Management 3 - Customer monitoring 4 - Internal feedback 5 - Preventive action 6- Non-conformance & corrective action 7 - Policy implementation 8 - Internal communication 9 - External communication 10 - Document Control 11 - ID of Legislation 12 - Control of hazards-ID of objectives 13 - ID of Environmental Aspects

Operational 14-Product & supplier management 15 - Offer management 16 - Purchase Order 17 - Stock Management 18 – Sales 19 - Order entry 21 - After sales service 22 - Credit control 23 – Collection 24 - Distribution Center 241 - Receiving Racking and Restocking 242 - Picking of orders 243 - Shipping Process 27 – Delivery 28 - Customer Returns

Support 29 – Recruiting 30 – Training 31- Budget 32 – GBB 33 - Accounting rules 34 - Call Management 35 - Software evolution request management 36 - Issues Management 37 - Local IS Management


V4 2018-05-02

7

Management system

____________________________________________________________________________ Lyreco takes responsibility for a sustainable future which from our point of view includes focus in the following areas:

* Environment * Quality * Economy * Social responsibility Lyreco Scandinavia have an integrated management system for Quality (ISO 9001) and Environment (ISO 1400), health and safety as well as Sustainability programmes The purpose of Lyreco’s management system is to create a culture for continuous improvement and ensure our customers a good experience when buying from us. In this management system Lyreco has identified the required processes, their use, process and impact, and have defined methods and criteria to establish global indicators to ensure that these processes are effective. In addition, Lyreco ensures that necessary resources are available, the processes are monitored, measured and analysed, and appropriate measures taken, so that planned results are realised and continual improvement of processes takes place. All processes including those outsourced are handled in accordance with Lyreco’s management system. The organisation has been audited by SGS and holds certificates in accordance to ISO 9001 and ISO 14001 since 2003.

To strengthen Lyrecos work in the field of sustainability, a Sustainability strategy, called “Eco-Future”, have been implemented. A specific website have been created where all aspects of the strategy is communicated. The website is available in all local languages:

http://eco.lyreco.se / http://eco.lyreco.dk / http://eco.lyreco.no

http://eco.lyreco.se/

http://eco.lyreco.dk/

http://eco.lyreco.no/


V4 2018-05-02

8

ManagingDirector

Corporate Sales Director

Mid Market Sales Director

SMB Sales Director

Marketing Director

Logistics Director

(Vice MD)

Customer Service & QSS

Director

Human Resources Director

Finance Director

Management responsibility and leadership

____________________________________________________________________________ Lyreco’s management system, including Quality and Environment is managed and controlled by the QSS Director. The QSS Director is part of the Senior Management Team (SMT) and reports directly to the Managing Director. All business decisions are made with quality and environmental aspects in mind. Responsibilities and authorities are given throughout the organisation, where needed, to ensure focus on quality, environment and CSR.

All departments not only report to the local Managing director but also to a Department director in Lyreco Group’s management. This helps the subsidiaries to co-ordinate actions with other, and to implement best practices based on what procedures are more efficient and gives the best results around the world. Further more, the local Managing director reports to a Zone MD, who is the direct report to the Lyreco CEO. The Zone MD visits the subsidiaries monthly, which gives Lyreco Group full insight of the status of the organisation. In addition to management review, quality and sustainability matters:

Are discussed during weekly SMT meetings

Are on the agenda of the monthly review with the Zone MD

Are reviewed at group level, with the whole Group management team, during the quarterly QSS management meetings.

Thanks to the actions above, a more proactive leadership role and greater involvement of top management in the Quality and Environmental management system is secured.


V4 2018-05-02

9

Quality & Environmental Policies ____________________________________________________________________________ Lyreco’s quality and environmental policies are the corner stone of the Quality & Environmental management system and decided by the SMT and are reviewed at the management review every year.

The policies are known by all employees and presented to all new employees during induction. The policies are public and accessible on Lyreco’s Sustainable website:

http://eco.lyreco.se / http://eco.lyreco.dk / http://eco.lyreco.no

http://eco.lyreco.se/

http://eco.lyreco.dk/

http://eco.lyreco.no/


V4 2018-05-02

10

Management of the Risks and Opportunities ____________________________________________________________________________

Risk-based thinking enables Lyreco to determine the factors that could cause processes and the management system to deviate from the planned results. Risk assessments helps to put in place preventive controls to minimize negative effects and to make maximum use of opportunities as they arise. The QSS Director is in charge of the coordination in terms of “Risks and Opportunities” Management. The ‘business context’, ‘internal and external issues’ and ‘interested parties’ are used as support for the identification of the Risks and Opportunities: refer to the below diagram.

Interested Parties

Needs &

Expectations

Internal & External Issues

Risks & Opportunities

Company Context

Actions in the different processes


V4 2018-05-02

11

Legislation ____________________________________________________________________________ To ensure full compliance with laws and regulations, Lyreco maintains a process (Process 11) to monitor legislation, which is updated once a year. External consultant are used to ensure full understanding. A legislation list is provided per country. Relevant processes are checked and compared against listed legislations. A non-compliance identified may or may not be elevated to a non-conformity, based on if the non-compliance is identified in the management system and monitored, or not.

Environmental aspects ____________________________________________________________________________ Lyreco is not a producing organisation with major emissions to air, water and land, but still do affect the environment. Environmental aspects are reviewed annually (Process 13). The environmental aspects are listed and rated from a life cycle perspective. Significant aspects are the foundation for the review of our environmental policy and the plans of our environmental objectives and programs. Lyreco have identified following as most significant: CO2 emissions from deliveries and driving staff, waste generation, resource use from packaging and sale and promotion of eco-labelled products, the last being a positive aspect.

Environmental programs

____________________________________________________________________________ Environmental programs are set in relevance to the environmental objectives but programs for improvements can also origin from ideas coming from employees, customers or other interested parties even though they might not be relevant for any of the significant environmental aspects. Examples of environmental programs that have been completed or started during the last couple of years:


V4 2018-05-02

12

Green Tree Assessment

Hybrid Cars in Norway and Sweden

Nordic Swan certified canteen at the Head Quarter in Roskilde.

Energy mapping of buildings

Re-use of cardboard boxes from suppliers

LED lightning at the Head Quarter in Roskilde

Charging station for electric cars at Norwegian premises

Quality objectives ____________________________________________________________________________ All quality and environmental objectives are decided by the SMT, with input from the employees and the QSS Director. Quality objectives are set once a year measured and presented in the monthly Group Business Brochure (GBB) and assessed by SMT during monthly SMT meetings. Business crucial objectives are monitored daily:

Delivery ratio

Picking errors

Back orders

Telephone Satisfaction Factor The GBB is the document the local SMT and Lyreco Group use for continuous monitoring of all Lyreco’s KPIs, including all Quality objectives. The GBB is produced monthly and includes all relevant information to ensure awareness of the organisation’s status and result. The GBB gives transparency throughout Lyreco Group.


V4 2018-05-02

13

Environmental objectives

____________________________________________________________________________ Environmental objectives are monitored and measured by QSS and reported monthly to Group QSS and annually reported and assessed, in the management review. These objectives are discussed and presented during the year, when relevant on SMT meetings and in department/team meetings in the organisation. Environmental objectives are publicly presented in Lyreco Scandinavia’s Sustainability brochure and on the sustainable website.


V4 2018-05-02

14

Resource management – competence, awareness and training

____________________________________________________________________________

The success of Lyreco’s Q & E management system lays not only in the management’s commitment. We are well aware of the importance of the engagement and support of all employees within the organisation. Lyreco recognizes that all employees have a potentially significant impact on the company's quality and environmental performance. Therefore, additional specific training may be required. Department managers must ensure that staff training and development requirements are identified and responded to. They must ensure that the training is then performed, and that employees are competent. Trainings are recorded sequentially. Competence and possible training needs are documented in an annual assessment done for each employees by responsible manager, and a procedure for training needs, requests and plans are in place and is controlled by HR.

For productive departments such as warehouse and customer service the productivity level is continually calculated and assessed to ensure the right amount of personnel in the right place.

Infrastructure & Working environment ___________________________________________________________________________

Lyreco provides and maintains the necessary infrastructure, including buildings, process equipment and support services needed for our employees to achieve conformity to product and process requirements. Lyreco offers a working environment to ensure the integrity of the products and that environmental requirements are met. A working environment/safety organisation, lead by HR, is set up in each country, where working environmental issues are discussed and taken action on. A work place assessment is done every second year, taking into account physical, psychological and social aspects.


V4 2018-05-02

15

Internal and external communication

____________________________________________________________________________ Lyreco recognizes the importance of good communication internally between the various levels and functions within the company, and externally to customers, suppliers and other interested parties. Processes (Process 8 & 9) are in place for both internal and external communication. SMT and the QSS Director ensure communication to all departments in the organisation and it is the department manager’s responsibility to ensure that the information is properly forwarded to all employees. Lyreco have two dedicated staff positions responsible for internal and external communication, respectively. Lyreco’s ongoing work within the areas of quality and sustainability are communicated externally through our sustainable website and in our annually updated Sustainability report. Some areas of Lyreco’s Quality & Environmental management system is decided not to keep public, including procedures, instructions, guides, best practices and internally used forms.

Document requirements ____________________________________________________________________________ Lyreco has implemented a process (Process 10) for control of documents circulated in the organisation. Generally, all documents related to the Quality & Environmental management system are considered as controlled and authorized when available in our online document system. All employees can access all documents relevant for the specific department/process.

Printed copies or copies saved on personal computers are considered not controlled and should be avoided. Only documents relevant for the individual departments can be accessed and non public documents are secured and cannot be sent externally. All documents are review continually by responsible department leaders and externally used documents regarding Lyreco’s management system are reviewed by QSS and SMT at every Management review.

Records are kept by responsible leaders, in the GBB, in the Finance, HR or QSS department, depending on the type of objective/record affected. The document system is controlled and managed by QSS, globally and locally.


V4 2018-05-02

16

Verification of purchased products

_____________________________________________________________________________ All products received in our warehouse are controlled to ensure conformity with our purchase orders. Ecological products and perishable goods are controlled according to implemented procedure.

Control of customer orders _____________________________________________________________________________ Procedures for verifications of customer orders are implemented in Customer Service, Distribution centres, Marketing and Deliveries. In case of error in order or delivery, Lyreco’s return policy makes it easy for the customers to return the goods.

Procurement

_____________________________________________________________________________ As a responsible organisation, Lyreco is well aware that we need to put our values forward in our cooperation with suppliers and other partners. Prior to all agreements on major or re-occurring procurements or service contracts we demand that all suppliers and partners sign a statement that they live up to our Code of ethic.

A procedure is set up for supplier relations and tender/procurement processes. The procedure is known and followed by all Lyreco employees. Processes are in place for follow up on both sustainability and quality performance of Lyreco’s suppliers. The assessments are conducted annually.

All orders of products in our catalogue range are registered, with information regarding product, supplier, price etc. in our business system ASAP and can be traced at any time.


V4 2018-05-02

17

Customer Satisfaction

_____________________________________________________________________________ Lyreco annually conducts a customer satisfaction survey to ascertain our customers' opinions on our service and products. The survey is done online. The result is analysed by QSS and presented to SMT who follows up with relevant actions. The results are also used as input to customer’s expectations and help us improve in areas needed to have continual focus.

Customer complaints _____________________________________________________________________________ Lyreco believes that customer complaints are expressions of customers who want to continue to cooperate with us but who have experienced our service as less good, customers who are happy to help us improve and we take all customer complaints very seriously. All customers who have registered a complaint will be contacted by the Director/Manager of the department responsible for the experience the customer have had. QSS co-ordinates, monitors and ensure follow up on all complaints

Internal audits

_____________________________________________________________________________ To ensure that the management system is well implemented in the organisation and that procedures are followed, internal audits are performed continuously throughout the organisation. All processes are to be audited within the period of three years. The audit plan is set up at the annual management review but can be reviewed during the year, and extraordinary audits can be done, due to results of the processes. Internal audits in Finance and MIS are done by Group to ensure information safety and conformance to Group procedures. Other internal audits are performed by QSS or other internally trained auditor and documented locally. The results of internal audits are communicated to relevant managers for action.


V4 2018-05-02

18

Management review _____________________________________________________________________________ SMT meet on a regular basis to review the organisation’s performance, including Q & E objectives when needed. Beyond the SMT meetings, a management review is held twice a year, where the management system is reviewed to ensure it being continually suitable, adequate and effective. The review must especially include the following inputs / outputs. INPUTS:

the status of actions from previous management reviews;

changes in:

external and internal issues that are relevant to the quality & environmental management system;

the needs and expectations of interested parties, including compliance obligations;

significant environmental aspects;

risks and opportunities

information on the performance and effectiveness of the quality & environment management system, including trends in:

customer satisfaction and feedback from relevant interested parties;

the extent to which quality & environmental objectives have been met;

process performance and conformity of products and services;

nonconformities and corrective actions;

monitoring and measurement results;

fulfilment of the compliance obligations (especially for the environment);

audit results;

the performance of external providers;

the adequacy of resources;

relevant communication(s) from interested parties, including complaints;

the effectiveness of actions taken to address risks and opportunities;

opportunities for improvement. OUTPUTS:

conclusions on the continuing suitability, adequacy and effectiveness of the quality & environmental management system;

any need for changes to the quality & environmental management system;

actions, if needed, when environmental & quality objectives have not been achieved;

any implications for the strategic direction of the organization; opportunities for improvement;

resource needs.


V4 2018-05-02

19

Issues raised and the outcome of SMT meetings are documented in SMT minutes and the annual management review is written in a specific document which is available for all employees.

Preventive and Corrective actions _____________________________________________________________________________ Processes (Process 5 & 6) are set up to ensure that Non conformities, preventive and corrective actions are documented and assessed. Non conformities are documented when found by:

Customer complaints

Review of Q & E management system

Review of legislation

Audits

Issue raised by employee or other interested party

Post-project debriefings

Continual improvement _____________________________________________________________________________ Lyreco’s aim is to, at any time, work towards improvement of the customers satisfaction, the processes efficiency and a sustainable development. This is done through a well implemented management system and processes for internal audits, monitoring, and measurements, follow up and in cooperation with engaged employees, responsible management and in cooperation with responsible suppliers and partners.


V4 2018-05-02

20

Correspondence between Lyreco QE Manual, ISO 9001 and ISO 14001 _____________________________________________________________________________

Subject Page ISO 9001 Version 2015

ISO 14001 Version 2015

Lyreco Context 4 4.1 4.1

Interested Parties - Needs & Expectations 5 4.2 4.2

Lyreco Processes 6 4.4 4.4

Management Systems 7 4.4 4.4

Management Responsibility & Leadership 8 5 5

Quality & Environmental Policies 9 5.2 5.2

Management of Risks and Opportunities 10 6 6

Legislation 10 6.1

Environmental aspects 11 6.1

Quality & Environmental Objectives 11 6.2 6.2

Environmental Programmes 12 6.2

Resources, Competence, training and awareness 12 7 7

Infrastructure & Working environment 13 7.1 7.1

Internal and External Communication 13 7.4 7.4

Document requirements 13 7.5 7.5

Verification of purchased products 14 8

Control of Customer orders 14 8

Procurement 15 8.4 8.4

Customer Satisfaction 15 9.1 9.1

Customer Complaints 15 9.1

Internal Audits 16 9.2 9.2

Management Review 16 9.3 9.3

Preventive and Corrective Actions 17 10 10

Continual Improvement 17 10 10

q & e - lyreco · correspondence between lyreco q&e manual, iso 9001 and iso 14001 ..... 18...

Documents