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4 Delivery of Services

4.1 Planning for Service Delivery ^

Planning for delivery of services shall identify and implement the sequence of activities required by Marine Safety to prepare and deliver its services to stakeholders. Such planning shall be consistent with the other requirements of Marine Safety quality management system and shall be documented in a form suitable for Marine Safety's method of operation. Planning for delivery of services shall be part of any MSNMC planning meeting.

This planning shall determine service quality objectives; the need to establish and document processes and provide resources specific to the service; and the need for records to confirm that service delivery meets requirements.

4.2 Stakeholder-related Processes ^

• 4.2.1 Identification of Stakeholder Requirements ^
  
  Marine Safety shall determine stakeholder requirements and shall provide services meeting those requirements including those for availability, delivery and post-delivery support.
  
  
• 4.2.2 Review of Service Requirements ^
  
  Marine Safety shall review the identified stakeholder requirements together with additional requirements determined by Marine Safety. This review shall be conducted prior to the commitment to provide a service to the stakeholder and shall endeavour to ensure that service requirements are defined; any impediments to delivery of services have been identified and resolved; and that Marine Safety has the ability to meet defined requirements. The results of the review shall be recorded. Where service requirements change, Marine Safety shall ensure that relevant documentation is amended and that relevant personnel are made aware of such changes.
  
  
• 4.2.3 Stakeholder Communication ^
  
  Marine Safety shall identify and implement arrangements for communication with stakeholders. These arrangements will provide program information; provide for handling of inquiries; and provide for feedback from stakeholders, including complaints.
  
  

4.3 Design and Development ^

• 4.3.1 Design and Development Planning ^
  
  Marine Safety shall plan and control the design and development of its programs and services to ensure that stakeholder requirements are converted into the appropriate products and services.
  
  Examples of design and development projects are:
  
  
  1. development of regulations/codes/standards
  2. vessel inspection and certification programs
  3. training programs
  
  
  Design and development planning shall determine:
  
  
  1. the design and development stages;
  2. review, verification and validation activities appropriate to each stage of the design and development;
  3. responsibilities and authorities for design and development activities.
  
  
  Arrangements between different groups involved in design and/or development activity shall be managed to ensure effective communication and clear assignment of responsibilities. Inputs relating to program/service requirements shall be defined, documented, and reviewed for adequacy, with incomplete or conflicting requirements resolved. Outputs shall be documented in a form that enables verification against design input and shall be approved prior to release.
  
  

4.4 Purchasing ^

• 4.4.1 Purchasing Process ^
  
  Marine Safety shall follow the requirements of the Financial Administration Act (FAA) when purchasing products and services. Marine Safety purchases products and services directly or through Public Works and Government Services Contracting (PWGSC). Marine Safety and PWGSC shall evaluate and select suppliers based on their ability to supply product and services in accordance with Marine Safety’s requirements. The results of evaluations shall be recorded.
  
  
• 4.4.2 Purchasing Information ^
  
  Marine Safety or PWGSC, as appropriate, shall endeavour to ensure the adequacy of specified requirements contained in the purchasing documents prior to their release.
  
  
• 4.4.3 Verification of Purchased Product ^
  
  Marine Safety shall identify and implement the activities necessary to confirm that purchased product and services meet requirements.
  
  

4.5 Service Delivery ^

• 4.5.1 Control of Service Delivery ^
  
  Marine Safety shall control its programs and the delivery of services to all stakeholders (e.g. inspections and follow up activities) in order to ensure consistency. Marine Safety shall accomplish this by providing staff with the training and tools they need to carry out their activities (e.g. appropriate information, work instructions, equipment) and by implementing monitoring and control activities.
  
  
• 4.5.2 Validation of Processes for Service Delivery ^
  
  Marine Safety shall validate any service delivery processes where the results of the service cannot be verified by measurement or monitoring or where deficiencies may become apparent only after the service has been delivered. For example, the certification process for a safety product such as a lifejacket may not reveal a design flaw which may only become apparent after the product has been in service for some time.
  
  
• 4.5.3 Identification and Traceability ^
  
  Marine Safety shall identify, where appropriate, the different phases involved in the preparation for and the actual delivery of the service. Marine Safety shall identify the measurement and monitoring status of appropriate stages of service preparation and delivery e.g. status of a plan approval. Marine Safety shall control and record the unique identification of the service, including traceability of decisions and services delivered, where traceability is a requirement.
  
  
• 4.5.4 Stakeholder Property ^
  
  Marine Safety shall identify, verify, protect and safeguard stakeholder property while it is under the control of Marine Safety or is being used by Marine Safety. Control over stakeholder information is addressed in part by the Access to Information Act and the Privacy Act. Any occurrence where stakeholder property is lost, damaged or otherwise found to be unsuitable for use shall be recorded and reported to the stakeholder by the Marine Safety person responsible for the property.
  
  Examples of stakeholder property include:
  
  
  1. vessel plans and data submitted for approval
  2. research and development information
  3. intellectual property
  4. commercially competitive data
  5. physical property, e.g. life jacket prototype
     
     
• 4.5.5 Preservation of Product ^
  
  Marine Safety shall preserve the conformity of its products e.g. safety inspection certificates in accordance with stakeholder requirements during internal processing and final delivery. Marine Safety shall develop procedures for control of any documents, materials or property required for evidentiary purposes.
  
  

4.6 Control of Monitoring and Measuring Devices ^

Marine Safety shall determine the monitoring and measuring devices (e.g. instruments such as sound-level meters) required to assure conformity of services to specified requirements. Measuring and monitoring processes shall be used and controlled to ensure that measurement capability is consistent with the measurement requirements. Software used for measuring and monitoring of specified requirements shall be validated prior to initial use and reconfirmed as necessary.

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