Bsi bs en 12507 2005 (2010)

--`,,```,,,,````-`-`,,`,,`,`,,`---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

ICS 03.080.20; 03.100.10; 03.120.10; 03.220.01

NO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAW

Transportation

services — Guidance

notes on the

application of EN

ISO 9001:2000 to the

road transportation,

storage, distribution

and railway goods

industries

`,,```,,,,````-`-`,,`,,`,`,,` -This British Standard

was published under the

authority of the Standards

Policy and Strategy

Committee on 31 March

2010.

© BSI 2010

ISBN 978 0 580 53848 3

Amendments/corrigenda issued since publication

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

Compliance with a British Standard cannot confer immunity from legal obligations.

`,,```,,,,````-`-`,,`,,`,`,,` -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

Services de transport - Conseils relatifs à l'application de

l'EN ISO 9001:2000 aux industries du transport routier, du

stockage et de la distribution

Dienstleistungen im Transportwesen - Leitfaden zur Anwendung von EN ISO 9001:2000 auf den Straßen- und Schienengüterverkehr, die Lagerhaltung und die

Verteilerindustrie

This European Standard was approved by CEN on 8 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

C O M I T É E U R O P É E N D E N O R M A L I S A T I O N

E U R O P Ä I S C H E S K O M I T E E FÜ R N O R M U N G

Management Centre: rue de Stassart, 36 B-1050 Brussels

© 2005 CEN All rights of exploitation in any form and by any means reserved

worldwide for CEN national Members.

Ref No EN 12507:2005: E

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Foreword 4

Introduction 5

1 Scope 6

2 Normative references 6

3 Terms and definitions 6

4 Quality management system 6

4.1 General requirements 6

4.2 Documentation requirements 7

4.2.1 General 7

4.2.2 Quality manual 7

4.2.3 Control of documents 7

4.2.4 Control of records 7

5 Management responsibility 8

5.1 Management commitment 8

5.2 Customer focus 8

5.3 Quality policy 8

5.4 Planning 8

5.4.1 Quality objectives 8

5.4.2 Quality management system planning 8

5.5 Responsibility, authority and communication 8

5.5.1 Responsibility and authority 8

5.5.2 Management representative 8

5.5.3 Internal communication 9

5.6 Management review 9

5.6.1 General 9

5.6.2 Review input 9

5.6.3 Review output 9

6 Resource management 9

6.1 Provision of resources 9

6.2 Human resources 9

6.2.1 General 9

6.2.2 Competence, awareness and training 9

6.3 Infrastructure 9

6.4 Work environment 9

7 Product realization 10

7.1 Planning of product realization 10

7.2 Customer-related processes 10

7.2.1 Determination of requirements related to the product 10

7.2.2 Review of requirements related to the product 10

7.2.3 Customer communication 11

7.3 Design and development 11

7.3.1 Design and development planning 11

7.3.2 Design and development inputs 11

7.3.3 Design and development outputs 11

7.3.4 Design and development review 11

7.3.5 Design and development verification 11

7.3.6 Design and development validation 11

7.3.7 Control of design and development changes 11

7.4 Purchasing 11

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7.4.1 Purchasing process 11

7.4.2 Purchasing information 13

7.4.3 Verification of purchased product 13

7.5 Production and service provision 13

7.5.1 Control of production and service provision 13

7.5.2 Validation of processes for production and service provision 13

7.5.3 Identification and traceability 13

7.5.4 Customer property 13

7.5.5 Preservation of product 14

7.6 Control of monitoring and measuring devices 14

8 Measurement, analysis and improvement 14

8.1 General 14

8.2 Monitoring and measurement 14

8.2.1 Customer satisfaction 14

8.2.2 Internal audit 14

8.2.3 Monitoring and measurement of processes 14

8.2.4 Monitoring and measurement of product 14

8.3 Control of non-conforming product 14

8.4 Analysis of data 15

8.5 Improvement 15

8.5.1 Continual improvement 15

8.5.2 Corrective action 15

8.5.3 Preventive action 15

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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

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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

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to the provision of freight transportation services by road and rail, including storage and distribution activities

2 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)

3 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 Quality management system

4.1 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

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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;

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 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

5 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

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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

6 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 Human resources

6.2.1 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

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Where existing documented procedures do 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 Customer-related processes

7.2.1 Determination of requirements related to the product

No further guidance required

NOTE The product of the service provider is the service agreed with the customer

7.2.2 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 quotations (tenders), wherein the intended service and conditions are provided in detail;

 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