Bsi bs en 12507 2005 (2010)

BRITISH STANDARD BS EN 12507:2005 Transportation services — Guidance notes on the application of EN ISO 9001:2000 to the road transportation, storage, distribution and railway goods industries ICS 03.080.20; 03.100.10; 03.120.10; 03.220.01 `,,```,,,,````-`-`,,`,,`,`,,` - NO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAW Copyright British Standards Institution Provided by IHS under license with BSI - Uncontrolled Copy No reproduction or networking permitted without license from IHS Not for Resale BS EN 12507:2005 National foreword This British Standard is the UK implementation of EN 12507:2005 It supersedes BS EN 12507:2000 which is withdrawn The UK participation in its preparation was entrusted to Technical Committee TW/2, Transport logistics and services A list of organizations represented on this committee can be obtained on request to its secretary This publication does not purport to include all the necessary provisions of a contract Users are responsible for its correct application This British Standard was published under the authority of the Standards Policy and Strategy Committee on 31 March 2010 Amendments/corrigenda issued since publication Date Comments © BSI 2010 ISBN 978 580 53848 Copyright British Standards Institution Provided by IHS under license with BSI - Uncontrolled Copy No reproduction or networking permitted without license from IHS Not for Resale `,,```,,,,````-`-`,,`,,`,`,,` - Compliance with a British Standard cannot confer immunity from legal obligations BS EN 12507:2005 EN 12507 EUROPEAN STANDARD NORME EUROPÉENNE EUROPÄISCHE NORM September 2005 ICS 03.080.20; 03.100.10 Supersedes EN 12507:1999 English Version Transportation services - Guidance notes on the application of EN ISO 9001:2000 to the road transportation, storage, distribution and railway goods industries Dienstleistungen im Transportwesen - Leitfaden zur Anwendung von EN ISO 9001:2000 auf den Straßen- und Schienengüterverkehr, die Lagerhaltung und die Verteilerindustrie Services de transport - Conseils relatifs l'application de l'EN ISO 9001:2000 aux industries du transport routier, du stockage et de la distribution This European Standard was approved by CEN on August 2005 CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this European Standard the status of a national standard without any alteration Up-to-date lists and bibliographical references concerning such national standards may be obtained on application to the Central Secretariat or to any CEN member This European Standard exists in three official versions (English, French, German) A version in any other language made by translation under the responsibility of a CEN member into its own language and notified to the Central Secretariat has the same status as the official versions CEN members are the national standards bodies of Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom EUROPEAN COMMITTEE FOR STANDARDIZATION COMITÉ EUROPÉEN DE NORMALISATION EUROPÄISCHES KOMITEE FÜR NORMUNG Management Centre: rue de Stassart, 36 © 2005 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members `,,```,,,,````-`-`,,`,,`,`,,` - Copyright British Standards Institution Provided by IHS under license with BSI - Uncontrolled Copy No reproduction or networking permitted without license from IHS Not for Resale B-1050 Brussels Ref No EN 12507:2005: E BS EN 12507:2005 EN 12507:2005 (E) Contents Page Foreword Introduction Scope Normative references Terms and definitions .6 4.1 4.2 4.2.1 4.2.2 4.2.3 4.2.4 Quality management system General requirements Documentation requirements General Quality manual Control of documents .7 Control of records .7 5.1 5.2 5.3 5.4 5.4.1 5.4.2 5.5 5.5.1 5.5.2 5.5.3 5.6 5.6.1 5.6.2 5.6.3 Management responsibility Management commitment Customer focus Quality policy Planning .8 Quality objectives .8 Quality management system planning Responsibility, authority and communication Responsibility and authority Management representative .8 Internal communication Management review General Review input Review output .9 6.1 6.2 6.2.1 6.2.2 6.3 6.4 Resource management .9 Provision of resources .9 Human resources General Competence, awareness and training .9 Infrastructure .9 Work environment .9 7.1 7.2 7.2.1 7.2.2 7.2.3 7.3 7.3.1 7.3.2 7.3.3 7.3.4 7.3.5 7.3.6 7.3.7 7.4 Product realization 10 Planning of product realization 10 Customer-related processes 10 Determination of requirements related to the product 10 Review of requirements related to the product 10 Customer communication 11 Design and development 11 Design and development planning 11 Design and development inputs 11 Design and development outputs 11 Design and development review 11 Design and development verification 11 Design and development validation 11 Control of design and development changes .11 Purchasing 11 `,,```,,,,````-`-`,,`,,`,`,,` - Copyright British Standards Institution Provided by IHS under license with BSI - Uncontrolled Copy No reproduction or networking permitted without license from IHS Not for Resale BS EN 12507:2005 7.4.1 7.4.2 7.4.3 7.5 7.5.1 7.5.2 7.5.3 7.5.4 7.5.5 7.6 Purchasing process 11 Purchasing information 13 Verification of purchased product 13 Production and service provision 13 Control of production and service provision 13 Validation of processes for production and service provision .13 Identification and traceability 13 Customer property 13 Preservation of product 14 Control of monitoring and measuring devices .14 8.1 8.2 8.2.1 8.2.2 8.2.3 8.2.4 8.3 8.4 8.5 8.5.1 8.5.2 8.5.3 Measurement, analysis and improvement 14 General 14 Monitoring and measurement 14 Customer satisfaction 14 Internal audit .14 Monitoring and measurement of processes 14 Monitoring and measurement of product .14 Control of non-conforming product 14 Analysis of data 15 Improvement .15 Continual improvement 15 Corrective action .15 Preventive action 15 Copyright British Standards Institution Provided by IHS under license with BSI - Uncontrolled Copy No reproduction or networking permitted without license from IHS Not for Resale `,,```,,,,````-`-`,,`,,`,`,,` - EN 12507:2005 (E) BS EN 12507:2005 EN 12507:2005 (E) Foreword This European Standard (EN 12507:2005) has been prepared by Technical Committee CEN/TC 320 “Transport - Logistics and services”, the secretariat of which is held by DS This European Standard shall be given the status of a national standard, either by publication of an identical text or by endorsement, at the latest by March 2006, and conflicting national standards shall be withdrawn at the latest by March 2006 This European Standard supersedes EN 12507:1999 According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom `,,```,,,,````-`-`,,`,,`,`,,` - Copyright British Standards Institution Provided by IHS under license with BSI - Uncontrolled Copy No reproduction or networking permitted without license from IHS Not for Resale BS EN 12507:2005 EN 12507:2005 (E) Introduction The introduction of EN ISO 9001 quality management systems to an organization providing national or international goods transport services by road or rail, can present difficulties to those, unused to applying such systems to a service environment In addition, the frequently expressed split of responsibility for various elements of the transport process can make it difficult to identify just how far that quality management system can be expected to apply The guidance provided in this European Standard is designed to assist in resolving these difficulties by highlighting those clauses of EN ISO 9001 where such differences of application, between the more usual production environment and that of transport services, are likely to be found and by indicating what additional actions or precautions should be taken to ensure that the resulting quality management system is effective This guidance European Standard does not add any requirement above those mentioned in EN ISO 9001 `,,```,,,,````-`-`,,`,,`,`,,` - Copyright British Standards Institution Provided by IHS under license with BSI - Uncontrolled Copy No reproduction or networking permitted without license from IHS Not for Resale BS EN 12507:2005 EN 12507:2005 (E) Scope This European Standard provides guidelines for the application of EN ISO 9001, Quality management system, to the provision of freight transportation services by road and rail, including storage and distribution activities Normative references The following referenced documents are indispensable for the application of this European Standard For dated references, only the edition cited applies For undated references, the latest edition of the referenced document (including any amendments) applies EN ISO 9000:2000, Quality management systems - Fundamentals and vocabulary (ISO 9000:2000) EN ISO 9001:2000, Quality management systems – Requirements (ISO 9001:2000) Terms and definitions For the purposes of this European Standard, the general definitions of EN ISO 9000:2000 and EN ISO 9001:2000 apply The term "organization" refers to the service provider 4.1 Quality management system General requirements The identified processes should include information on:  quality aspects of the procedures;  published rules, regulations, work instruction, etc.;  quality records;  contracts on co-operation between forwarding, transit and receiving service providers;  contracts for performance with sub-contractors;  training procedures quality system objectives No further guidance required `,,```,,,,````-`-`,,`,,`,`,,` - Copyright British Standards Institution Provided by IHS under license with BSI - Uncontrolled Copy No reproduction or networking permitted without license from IHS Not for Resale BS EN 12507:2005 EN 12507:2005 (E) 4.2 Documentation requirements 4.2.1 General All documentation should be cross-referenced for ease of use When preparing procedures and instructions, the skills/training of personnel should be considered Operating procedures should address the requirements of legislation applicable, e.g speed limits and driving time according to the European Regulation or ADR/RID Directives Concerning road transportation: A "drivers handbook' on the organization's procedures regarding, for example, the following: daily vehicle inspections and reporting, inspection and acceptance of customer's product, loading/unloading, incident reporting, emergency procedures, inclusion or reference to legislation applicable to drivers, is regarded as an operating procedure and an integral part of the quality system No further guidance required 4.2.2 Quality manual The quality manual should include:  scope describing the nature of service provided;  documented procedures needed to provide the service agreed with the customer, or reference to them; and  description of the interaction between the processes of the quality management system 4.2.3 Control of documents Documents required by the quality management system should include, in addition to the required documented procedures for the provision of the service, applicable national or international standards, codes of practice, legislative requirements, service manuals and data (when maintenance or repair work is completed by the organization) etc No further guidance required 4.2.4 Control of records Examples of quality records include:  results from customer surveys and market research;  quality audit reports;  agreements with the customer;  customer complaints, feedback;  applications for change of services;  minutes of management reviews;  personnel training verification;  subcontractor evaluation documents; `,,```,,,,````-`-`,,`,,`,`,,` - Copyright British Standards Institution Provided by IHS under license with BSI - Uncontrolled Copy No reproduction or networking permitted without license from IHS Not for Resale BS EN 12507:2005 EN 12507:2005 (E)  consignment notes;  timetable documents;  records of corrective and preventive action;  verification of controlled document distribution;  inspection, measuring and test equipment records;  records on non-conformance of customers' product carried or handled; and  records of customers' product identification and traceability No further guidance required Management responsibility 5.1 Management commitment No additional guidance required 5.2 Customer focus No additional guidance required 5.3 Quality policy No additional guidance required 5.4 Planning 5.4.1 Quality objectives No additional guidance required 5.4.2 Quality management system planning No additional guidance required 5.5 Responsibility, authority and communication 5.5.1 Responsibility and authority The requirement is largely self-explanatory The organization and management structure including lines of authority and communication are usually documented in an organization chart Responsibilities and levels of authority for the personnel (incl drivers) may be in the form of specific job description or covered within individual documented processes 5.5.2 Management representative No additional guidance required NOTE For multi-site companies, there should be an identified member of staff with responsibility for the functioning of the quality system for each site, as well as in the individual company divisions `,,```,,,,````-`-`,,`,,`,`,,` - Copyright British Standards Institution Provided by IHS under license with BSI - Uncontrolled Copy No reproduction or networking permitted without license from IHS Not for Resale BS EN 12507:2005 EN 12507:2005 (E) 5.5.3 Internal communication No additional guidance required 5.6 Management review 5.6.1 General No additional guidance required 5.6.2 Review input No additional guidance required 5.6.3 Review output No additional guidance required NOTE Records of management reviews should indicate the actions decided upon, the effectiveness of such actions during subsequent reviews and the extent to which quality objectives have been achieved `,,```,,,,````-`-`,,`,,`,`,,` - Resource management 6.1 Provision of resources Sufficient and appropriate resources in the form of equipment, facilities and trained personnel should be provided, applicable to the service undertaken, to meet the needs of the business and its customers No additional guidance required 6.2 6.2.1 Human resources General No additional guidance required 6.2.2 Competence, awareness and training No additional guidance required NOTE Training documents should provide verification of the fact that personnel have been selected based on their capabilities to satisfy specified workplace criteria 6.3 Infrastructure No additional guidance required 6.4 Work environment No additional guidance required Copyright British Standards Institution Provided by IHS under license with BSI - Uncontrolled Copy No reproduction or networking permitted without license from IHS Not for Resale BS EN 12507:2005 EN 12507:2005 (E) Product realization 7.1 Planning of product realization Where existing documented procedures not cover the service agreed in the contract, additional plans should be prepared to cover these aspects Care should be taken to ensure that these are compatible with the requirements of the existing quality management system Quality plans need not be stand-alone documents They may be included within other documentation but should clearly show how the quality of the services provided are to be controlled No further guidance required 7.2 7.2.1 Customer-related processes Determination of requirements related to the product No further guidance required NOTE 7.2.2 The product of the service provider is the service agreed with the customer Review of requirements related to the product Every order from a customer, whether verbal, written or communicated electronically, should be regarded as a contract and should clearly specify the service to be provided by the organization This can range from, e.g a telephone request by an authorised person in the traffic office, to a long term major warehousing and distribution contract which should need to be reviewed by top management Contracts should be entered in an appropriate and permanent format In the transportation industry the requirements related to the product can be identified by:  means of transport agreements with specification of the services agreed upon and the general terms;  means of consignment notes, wherein the general physical terms for the transport of goods (contract of carriage) are specified Transport feasibility should be checked before submission of tenders, the signing of a transport agreement or acceptance of a consignment note Only the parties having concluded the contract or their authorized-representatives, should be permitted to make amendments to the contract All amendments should be acknowledged and confirmed by all of the parties of their authorized representatives If the amendment is concerned with a new technical area, that has not been incorporated previously, then confirmation should also be obtained from this technical area Information concerning the type and manner of amendment of the personnel involved should be specified and performed by the competent technical area Amendments to consignment notes/contracts of carriage should be implemented in accordance with existing procedures Procedures should be established and documented to ensure that all amendments are communicated to the relevant personnel 10 Copyright British Standards Institution Provided by IHS under license with BSI - Uncontrolled Copy No reproduction or networking permitted without license from IHS Not for Resale `,,```,,,,````-`-`,,`,,`,`,,` -  means of quotations (tenders), wherein the intended service and conditions are provided in detail; BS EN 12507:2005 EN 12507:2005 (E) 7.2.3 Customer communication No additional guidance required 7.3 7.3.1 Design and development Design and development planning This requirement applies in situations, where the organization is developing new services The planning of operations agreed with the customer falls in the scope of clause 7.2 7.3.2 Design and development inputs No additional guidance required 7.3.3 Design and development outputs No additional guidance required 7.3.4 Design and development review No additional guidance required 7.3.5 Design and development verification No additional guidance required 7.3.6 Design and development validation No additional guidance required 7.3.7 Control of design and development changes No additional guidance required 7.4 7.4.1 Purchasing Purchasing process The purchased product can be services or equipments, facilities etc., which are incorporated in the service process offered to the customer The selection and control of a supplier and his performance should be based on their ability to meet the requirements defined in the purchasing document Criteria for selection could include:  registration to a recognised European Standard (e.g EN ISO 9001) by an accredited third party certification body; `,,```,,,,````-`-`,,`,,`,`,,` -  historical evidence of consistent and reliable performance There should be objective evidence of analysis of past performance with defined acceptance criteria;  vendor appraisal - contractor assessment by means of a pertinent questionnaire and/or visit to a supplier's premises to verify facilities, systems, records etc (Procedure should define the criteria to be applied and identify records to verify evaluation) Copyright British Standards Institution Provided by IHS under license with BSI - Uncontrolled Copy No reproduction or networking permitted without license from IHS 11 Not for Resale BS EN 12507:2005 EN 12507:2005 (E) Evaluation of subcontractor supplies and services should be correspondingly documented These records may take the form of lists, files, or computer files in a specified form These documents should contain information regarding the selection guidelines employed for the evaluation procedure Selection guidelines should be reviewed on a regular basis with regard to validity Services/products provided by typical supplier could be:  vehicles and trailers (including rental/leasing);  vehicles/carriage maintenance/repair or inspection or carriages/testing;  tank/carriage/tank cleaning;  hose/coupling testing;  tyre services;  tachograph analysis and calibration;  agency drivers; `,,```,,,,````-`-`,,`,,`,`,,` -  training establishments;  haulage and distribution;  warehousing;  maintenance of temperature controlled equipment;  calibration services;  computer software;  pest control services;  train transport and shunting services;  private carriages (renting/leasing);  handling of goods, vehicle/carriage loading and unloading;  preparation of the necessary documents (consignment note, customs, invoices);  monitoring, tracing and logging of the transport process;  logistical support and provision of customer information;  technical surveyance of transports (temperature monitoring of refrigerator wagons);  computer software maintenance;  railway infrastructure maintenance (connecting lines, lifting equipment, telephones and other facilities);  outside training It should be noted that it may be necessary to notify the customer when part or the whole of a supplier’s service is sub-contracted This should be covered as part of contract review 12 Copyright British Standards Institution Provided by IHS under license with BSI - Uncontrolled Copy No reproduction or networking permitted without license from IHS Not for Resale BS EN 12507:2005 EN 12507:2005 (E) 7.4.2 Purchasing information No additional guidance required NOTE An authorised record of details, including relevant specifications given in a telephone order is acceptable if covered within purchasing process 7.4.3 Verification of purchased product No additional guidance required 7.5 7.5.1 Production and service provision Control of production and service provision No additional guidance required 7.5.2 Validation of processes for production and service provision Temperature controlled storage/transportation, load bearing and structural welding are examples of processes needing validation to ensure that specific requirements are met The organization’s capabilities and the efficiency of the pre-defined procedures in monitoring these processes should be demonstrated 7.5.3 Identification and traceability The degree of identification and traceability may be the subject of specific contract conditions `,,```,,,,````-`-`,,`,,`,`,,` - All goods being conveyed should be identified and where necessary be traceable, by providing information on the geographical position and status (in transit, expected, deferred, etc.) The commercial and technical features should be clearly shown through carriage information: consignor, consignee, shipper, haulage company/forwarding agent, contract numbers, tractor units, trailers, tankers, or goods wagon numbers (and, where possible, train numbers) goods type and bulk, packaging type and number, as well as the verification of maintenance, repairs, testing etc No further guidance is required 7.5.4 Customer property These are products, that the customer owns and gives to the organization for use in providing their services The main customer property is the product, which the organization is transporting, storing and/or distributing The organization can only be held responsible for ensuring that the quality of the product is maintained to the same or agreed standard whilst in his control Customer property may include:  ISO tanks, containers, trailers;  private goods wagons and inter-modal transport units;  private loading facilities;  returnable packaging;  facilities for goods wagon receipt The procedures should contain the specifications, which are to be met by these products or services as well as information on how non-conformity is to be determined, recorded and communicated to the customer Copyright British Standards Institution Provided by IHS under license with BSI - Uncontrolled Copy No reproduction or networking permitted without license from IHS 13 Not for Resale BS EN 12507:2005 EN 12507:2005 (E) 7.5.5 Preservation of product No additional guidance is required It is expected that procedures covering these requirements have been addressed under 7.5.1 7.6 Control of monitoring and measuring devices Equipment used to check conformity to specified requirements at any stage during the service delivery process should be checked and calibrated The types of equipment, which should be covered may include for example:  weighbridges and scales;  pressure gauges;  temperature gauges including continuous monitoring equipment for refrigerated vehicles/trailers;  equipment associated with maintenance including torque wrenches, tyre pressure and depth gauges etc.; and  environmental monitoring equipment for special storage requirements, e.g temperature and humidity Measurement, analysis and improvement 8.1 General 8.2 8.2.1 `,,```,,,,````-`-`,,`,,`,`,,` - No additional guidance required Monitoring and measurement Customer satisfaction No additional guidance required 8.2.2 Internal audit No additional guidance required 8.2.3 Monitoring and measurement of processes No additional guidance required 8.2.4 Monitoring and measurement of product No additional guidance required 8.3 Control of non-conforming product A non-conforming product should be understood as a service, which does not meet specifications agreed upon with the customer with regard to deadlines, condition of the goods or information provided or which runs the risk of not meeting such requirements Procedures should be established to show who is responsible for dealing with problems and deciding what should be to solve about the problem in company headquarters, shunting station, railway station etc The 14 Copyright British Standards Institution Provided by IHS under license with BSI - Uncontrolled Copy No reproduction or networking permitted without license from IHS Not for Resale BS EN 12507:2005 EN 12507:2005 (E) evaluation and handling, and the determination and notification (information system), as well as handling (new obligations to customer, additional loading, etc.) and recording of non-conformities should be specified Defective equipment used in providing the service should be identified Such equipment could include vehicles, trailers, refrigeration plant, mechanical handling equipment, hoses, tyres and other parts removed from vehicles No further guidance required 8.4 Analysis of data No additional guidance required 8.5 8.5.1 Improvement Continual improvement No further guidance required 8.5.2 Corrective action No further guidance required 8.5.3 Preventive action No further guidance required `,,```,,,,````-`-`,,`,, Copyright British Standards Institution Provided by IHS under license with BSI - 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Copyright British Standards Institution Provided by IHS under license with BSI - Uncontrolled Copy No reproduction or networking permitted without license from IHS Not for Resale