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Quality Manual





THE ,,Apele Romane” NATIONAL DEPARTMENT named hereafter A.N.,,Apele Romane” representing the unique administrator and manager of the water resources in Romania has the following objectives: using, processing and durably developing the water resources and also the progressive improvement of the relations with the beneficiaries and users of water resources and of their potentials.

For this purpose we have implemented and maintained a Quality Management System according to the ISO 9001 :2000 standard, through which we aim to safely and efficiently conduct the department organization and operational processes for appropriately ensuring the beneficiary requirements, the quality of supplied services and of the contract clauses agreed with him.


The principles on which the activity of A.N.,,Apele Romane” is based upon are the following:

           Durable development of using and profiting from the water resources;

           Continuous improvement of the quality of the provided services;

  • Correctness and promptness in providing the services;
  • Consolidating the trust of the water management service beneficiaries, of the users of the potential water resources and of the partners involved in the water resources management;
  • Loyalty to the partners and collaborators of A.N. ,,Apele Romane” and to the water management Central Authority.


The strategic objectives of NATIONAL DEPARTMENT ,,Apele Romane” are the following :

  • The protection, conservation and restoration of the surface and underground water resources and water ecosystems, in order to reach a good water status.
  • Ensuring the safe operation of the works in the Water management system infrastructure, for avoiding the disruption of the specific water management services and of calamities caused by extreme hydro-weather phenomena or accidents to hydro technical works .
  • Upgrading and developing the water management infrastructure according to the user requirements and the beneficiaries of specific water management services.
  • Implementing the European Union regulations for the water field, according to the European Union Framework Directive 60/2000.
  • Increasing the quality level of the water management specific services.
  • Implementing an Integrated Management System for the entire ANAR organization according to the ISO 9001 :2000/ ISO 14001 and OHSAS 18001 standards requirements, until the date of 3112.2008.

To achieve compliance with the principles and objectives mentioned, the management at the highest level is directly involved in ensuring compliance and exceeding expectations of our beneficiaries, compliance with the laws and regulations and continuous improvement of the quality management system.

For this purpose a Quality Management Representative was designated at the SCAR/DA/SGA with responsibilities in ensuring the implementation and improvement of the system. This ensures the top relations with the beneficiaries, suppliers and other interested parties for quality related problems. Also, a Quality Responsible was designated with attributions in ensuring the current system operation.

General Manager,                                                                                                    



1.     Purpose and application



The current Quality Manual reflects the ,,Apele Romane” National  policy, in the quality field and the operation of the Quality Management System implemented in the organization.


According to the activity profile, the SR EN ISO 9001:2001 standard was chosen as a reference for the Quality Management System and for the Quality Manual by default, which is considered appropriate to the main activities which result from this profile.


The Quality Manual has a double purpose and namely:


  • Represents the work frame document for the employees of the ,,Apele  Romane” NATIONAL ADMINISTRATION, included in the Quality Management System;
  • Represents the presentation document and the business card of  Apele Romane NATIONAL ADMINISTRATION for the beneficiaries, and the Quality Management Systems certification organizations.


The scope of the Quality Guide consists of the activities of services in water management; through its application conditions are created for the efficient management of the water resources and for the protection and restoration of the surface and underground water quality, including the related ecosystems          .


As a directing document for the employees of ,,Apele Romane” NATIONAL ADMINISTRATION, the Quality manual is destined for the following immediate purposes:

Ø  Acknowledging by each employee of the policy promoted by the management of,,Apele Romane” NATIONAL ADMINISTRATION.

Ø  Periodical analysis, in various coordination and management levels, on the implemented Quality Management System.

Ø  Using it as a reference document for the Quality Management System according to the SR EN ISO 9001:2001 standard, expressed both in the manual and in the other system documents (system procedures, specific work procedures and instructions, process file).

Ø  Creating, through the quality entries, stated in the Quality Manual and in the procedures of two important links in the Quality Management System:

q  Responsibilizing each employee on the conducted activity;

q Setting the processes and by default of the services provided by ANAR;

Ø  Regarding the Quality Manual (MC) as an organization presentation document, to the partners: beneficiaries, collaborators, certification organisms, the following considerations can be made:

Ø  MC represents for the beneficiaries the guarantee of seriousness of ,,Apele Romane” NATIONAL ADMINISTRATION as a service provider in the water management field, in an ordinated and controllable system, and well organized.

Ø  For the certification organizations, the manual represents, together with the entire SMC documentation, the method in which the organization applies and integrates the requirements of the SR EN ISO 9001:2001 standard.




Due to the activity profile and field contained by the Quality Management System is the object of excluding the following paragraphs from SR EN ISO 9001: 2001:



Condition 7.5.2 – Validating the production and service provision processes

Justification: There are no special processes which require validation.




2.     Definitions and abbreviations




2.1    Definitions


2.1.1        Correctional actions: actions for removing the cause of an undetected faults and others unwanted situations.

2.1.2        Preventive actions: actions for removing the causes of potential faults or other possible unwanted situations.

2.1.3        Approval: accepting a document by an organizational entity or person as a result of which the document becomes applicable.

2.1.4        Ensuring quality: part of the quality management concentrated on supplying trust that the quality requirements will be fulfilled.

2.1.5        Auditor: person who has the competence of performing an audit.

2.1.6        Quality audit: systematic activities evaluation process, independent and documented, performed for objectively appreciating the method in which the attributions and responsibilities regulated through the Quality Management.

2.1.7        Quality: the extent to which a group of features meet the requirements.

2.1.8        Requirement: need or expectation which is declare, generally by default or mandatory.

2.1.9        Conformity : the fulfillment of a requirement.

2.1.10    Beneficiary: organization or person which receives a product or service.

2.1.11    Quality control: part of the management concentrated on fulfilling the quality requirements.

2.1.12    Defect: the un-fulfillment of a requirement regarding an intentional or specified use.

2.1.13    Continuous improvement: repeated activity to increase the ability to fulfill the requirements.

2.1.14    Entry : document through which the results obtained are declared or supplied evidence of performed activities.

2.1.15    Inspection: analysis of the conformity through observation and evaluation, accompanied depending on the case, measurement, attempt or comparison with an etalon.

2.1.16    Nonconformity: the un-fulfillment of a requirement.

2.1.17    Quality objectives: what is followed or aimed regarding quality.

2.1.18    Certification organization: organization which is appointed to grant conformity certificates with the requested problem: product certificates, quality and/or personal systems.

2.1.19    Organization: for the current case, ,,Apele Romane” National Administration.

2.1.20    Quality Plan: document which specifies procedures and associated resources which must be applied, by who and when for a certain project, product, process or contract.

2.1.21    Quality policy: intentions and general directions of an organization, regarding quality as they are officially expressed in the Quality Management System which must be applied for a certain project, product, process or contract.

2.1.22    Process : group of correlated or interaction activities which transforms inputs into outputs.

2.1.23    Product : result of a process

2.1.24    Client satisfaction : beneficiary perception on the extent on which the client requirements have been fulfilled.

2.1.25    Management system: system through which the policy and objectives through which the objectives are achieved is set.

2.1.26    Quality Management System: management system through which an organization is directed and controlled regarding quality.

2.1.27    Specification: document which sets the requirements.

2.1.28    Traceability: ability to find the history, creation or localization of what is taken into consideration.

2.1.29    Verification: confirmation, by supplying objective evidence, that the specified requirements have been fulfilled.


Within the SR EN ISO 9001:2001 standard, the supply chain has the following features:


supplier               organization                      client

which substitutes the terms used by ISO 9001,2,3: 1994:

subcontractor                    supplier                     client


The “organization” replaces the “supplier” used in SR EN ISO 9001: 1995 and designates the unit which applies SR EN ISO 9001:2001, and the “supplier” term replaces the „subcontractor” term.

The “product” term, can signify, depending on the case, “service”.


2.2    Abbreviations


AC      =          Quality Assurance

IL        =          Work Instructions

MC      =          Quality Manual

PL       =          Work Procedure

PS        =          System Procedure

MMDD=         Ministry of Environment and Rural Development

ANAR            =          ,,Apele Romane” National Administration

SCAR =          AN.,,Apele Romane” General Headquarters

DA      =          Water Department

SGA    =          Water Management System

RMC   =          Quality Management Representative

SMC    =          Quality Management System

DMM  =          Measurement and Monitoring System

RAC    =         Quality Assurance Responsible

NIR     =         Reception input registration




3.     Reference documents




The ISO 9000:2000 family of standards was created to help the organizations, any type of size, to implement and efficiently manage the quality management systems.


The reference documents, to which the QUALITY MANAGEMENT SYSTEM requirements are reported, are the following:


3.1  SR EN ISO 9000:2001 standard: Quality management systems. Fundamental and vocabulary principles. Describes the fundamental principles of the quality management systems and specifies the terms used for the quality management systems.


3.2  SR EN ISO 9001:2001 standard: Quality management systems. Requirements. Specifies requirements for a quality  management system when an organization needs to prove its ability to supply products which meet the client requirements and regulations.


3.3  SR EN ISO 9004:2001: standard: Quality management systems. Direction lines for improving the performance. Supplying directions which take into consideration both the efficacy and the efficiency of the quality management system. The purpose of this standard is to improve the performance of the organization and client satisfaction and other interested parties.

The ISO 9000:2000 series forms a coherent standard group for the quality management system which facilitates the mutual understanding in the national and international commerce.


3.4  ISO 19011 standard: Direction lines for the quality system audit. Supplies guides for auditing the quality and environment management system.


4.     Organization profile




,,Apele Române” National Administration – created through the Government Decision no. 107/2002 , modified and completed through OUG.73/2005  is the National Authority, which has as a purpose the application of the national applicable strategy for the water management and the management of the national hydrological, hydro geological and water resources quality management which belong to the public field.

,,Apele Române” National Administration – with the statute of autonomous national interest , is a Romanian legal entity, is subordinated to the Environment and Water Management Ministry operates based on economic management and financial autonomy and conducts its activity based on the applicable regulations.

,,Apele Române” National Administration – has in its structure 11 Water Departments, organized on hydrological basins and groups of basins, the National Hydrology and Water Management Institute, the Complex Exploitation Stânca Costeşti, Area System Exploitation Prahova SC.

,,Apele Române” National Administration – applies the national strategy and policy for the quality and quantity water resources management, purpose to which it acts for knowing, conserving, rationally using and protecting the water resources against exhaustion and degradations, for ensuring a durable development, preventing the disruptive water effects, ecological reconstruction of the water courses, ensuring the hydrological and hydro geological surveillance, implementing the legal statements according to the European Union directives in the durable management of the water resources field and the conservation of the water ecosystems and moist areas .

In order to achieve this purpose, it coordinates and is responsible for the method for using the surface and underground water resources throughout the country and for the exploitation of the water management works and collaborates with all owners of works built on waters or related to the waters.

  "Apele Române" National Administration manages the waters in the public domain and the infrastructure of the National Water Management System, formed by artificial lakes, defense dams against floods, channels, cross-basin derivations, water intakes and other specific works and the infrastructure of the national hydrological, hydro geological and water resources quality  monitoring systems, for knowing and managing as a whole on a country level, of the surface and underwater water resources.

"Apele Române" National Administration has as the object of activity the following attributions:

  • Unitary management of the surface and underground water resources and protecting them against exhaustion and degradation;
  • The protection, conservation and restoration of the surface and underground water resources and of the water ecosystems in order to achieve a good water status;
  • management, operation, maintenance, repairs and upgrading the National Water Management System in its administration;
  • the coordination of the artificial lakes, on catchments, with no regard to their owner; applying restrictions in water supply and mandatory operational measures regarding their exploitation in case of high waters and accidental pollutions;
  • drafting and tracking the application of the water use and used waters discharge Plan in normal hydrological periods;
  • drafting the water balance, on catchments and on a country level, drafting and tracking the application of water restriction and use Plans in deficit periods and the coordination of drafting by the water users if the water supply restriction Plans in case of draughts;
  • organization and conducting the behavior over time of the hydro technical works in its administration;
  • establishing the measures program for each hydrographical unit in order to choose a good water status;
  • creating the protected areas registry according to the legal statements, aligned to the European Union Directives;
  • managing the minor river beds, of the lake caps in their natural or artificial status, of the shoreline and sea beach, damp areas and protected areas under its patrimony;
  • the administration, exploitation and maintenance of the National Hydrological and Hydro geological Monitoring System infrastructure;
  • monitoring the quality and quantity status and evolution of waters;
  • conducting physical-chemical, biological and bacteria analysis for water, sediments and biotic life;
  • drafting the hydrological diagnosis and prognosis and warning in case of dangerous hydrological events; representing Romania at the World Weather Organization, on the hydrological field;
  • management, exploitation and maintenance of the National Water Resources Quality System;
  • producing electricity in micro-hydro-power-plants owned by ANAR (license granted according to Law 318/2003);
  • drinking water treatment and transport (ESZ.Prahova-SC)
  • approving the works executed on water or related to waters, issuing the water management authorizations;
  • controlling the water users and the water and water related works, regarding the operation and conformance with the water management notifications and authorizations statements;
  • defense against floods through water management works in its administration and creating the stocks of materials and specific flood defense methods afferent to them;
  • ensuring the permanent technical offices for defending against floods: participation in the coordination of the flood defense actions and accidents to hydro technical works and in preparting the population for defense against floods through periodical simulation exercises;
  • warning and intervention in case of dangerous hydrological events and accidents to the hydro-technical buildings under its management;
  • drafting the flood, dangerous weather events and accidents to hydro technical buildings under its management and for catchments defense plans, as well as providing technical support in drafting by the water users and local commissions of the own defense plans;
  • participation in case of accidental pollutions to the operational water users and downstream public administration warning, to remove and decrease the effects and monitoring the propagation of the pollution wave;
  • permanent collaboration with the disaster commissions, with the public order units, with the local authorities, for health and others to remove the causes and effects of accidental pollutions;
  • drafting and tracking the application of the Basin plans for preventing and removing the accidental pollution effects, coordinating the creation by the water users of the own accidental pollutions prevention plans and ensuring an increased protection and improving the water environment through specific progressive pollution reduction measures;
  • intervention for gradually reducing the underground waters pollution and preventing their subsequent pollution;
  • evaluating the damages and value of the services provided by the "Apele Romane" National Administration, for monitoring and fighting against accidental pollution and recovering them from the polluters;
  • participation in the conservation, protection and restoration of the water ecosystems and to the protection of the water fauna and flora;
  • the creation and update of the National hydrological, hydro-geological and water management data Fund, through validating and storing the data and the specific information collected by the own units, by other specialized, authorized units by the water users;
  • creating annual reports, synthesis, studies and hydrological, hydro-geological, water management and environment research and studies, instructions and monographs, impact studies, frame installation schemes, environment balances;
  • drafting and updating the water cadastre and water use;
  • inventory and update of the pubic and private interest State patrimony under its management;
  • drafting the water resources management a Plans on catchments according to the European Union Framework Directive 60/2000 in the water field;
  • creating, in a correlated manner, for each catchments, new improvement proposals necessary for satisfying the water requirements, protecting the water quality and restoring the water courses and preventing the destructive action of waters;
  • tracking the promotion and execution of new works in the water management field from budget allocations, as the secondary ordinator of the capital expenses;
  • ensuring the promotion and execution of maintenance works and reparations for the water management works under its management;
  • creating water courses improvement works and other investment works, providing special technical support;
  • impact analysis of the human activity on the surface and underground waters;
  • acknowledging the contraventions and applying the sanctions stated by the legislation in water management;
  • instituting the special surveillance regime for water uses according to the law and tracking its progress;
  • conducting audits, inspections, expertise, consultancy, reception of quality of services and building and assembly works for securing the hydro-technical buildings;
  • creating the informational and telecommunications systems in the water management system units: drafting software products in water management, hydrology and hydrogeology;
  • participating at the international data and information exchange activities, to technical-scientific reunions, studies and projects in water management, hydrology and hydro-geology;
  • ensuring the application of the statements of conventions and other international agreements in the water field to which Romania is part of and of the implementation of the legislative statements according to the European Union Directives in water management;
  • initiating technical-scientific cooperation actions in water management, hydrology and hydro-geology with economic operators and public authorities from Romania and abroad;
  • applying the economic mechanism specific to the quantity and quality water management;
  • complex capitalization of the waters as an economic resource, with their potential and interest, creating specific and joint water management services and providing them based on economic contracts closed with the beneficiaries;
  • providing the functions as the unique provider of specific water management services;
  • proposing contributions, payments and taxes for the specific water management services and updating them according to the applicable law;
  • providing other water management common services, hydrology, hydro-geology, lab analysis, technical assistance, repairs for hydro-technical buildings etc.;
  • capitalizing the hydro-mechanical, hydro-power potential under its management and of the mud in natural lakes and ensuring the tourism and leisure potential of the Danube, rivers, lakes, territorial sea, surface waters beaches and Black Sea beach;
  • managing the patents and documents regarding the protection of the intellectual property to which the  "Apele Romane" National Administration is entitled to;
  • preparing and training the personnel through various training programs;
  • promoting the image of ,,Apele Romane” National Administration in an economical and social context, direct public information and awareness activities and mass-media in water related problems; editing, printing and trading technical publications in the water field;
  • tracking the correlation of the water works and activities or water related activities with the statement of the catchments improvement and management schemes;
  • providing the technical offices of the catchments commissions and the participation of the public in decision making in water management and supplying appropriate information regarding the planned measures and presenting reports regarding the progress of their application;
  • manages the Water Fund according to the applicable legal statements;
  • any other activities or services necessary for achieving the main activity object.

                              Laboratory accreditation status


Water quality Laboratory


Accreditation status

Accreditation process status


Somes - Tisa



RENAR monitoring


Somes - Tisa

Baia - Mare


RENAR monitoring


Somes - Tisa

Satu - Mare


RENAR monitoring


Somes - Tisa


Not accredited

Certified in 2007

The documents were submitted to RENAR

Somes - Tisa

Bistrita - Nasaud


Certified in 2007

The documents were submitted to RENAR











The RENAR pre-evaluation was performed in 2007



The  RENAR certificate has not yet been received



Tg. Mures


RENAR monitoring





RENAR monitoring



Alba Iulia


RENAR monitoring





acreditare in anul 2007

Have submitted the documents on 10.12.2007





Was certified until


audit 6,7 dec.2007












Turnu Severin





Targu Jiu


Certified in 2007

Certif. audit 4,5 dec


Ramnicu - Valcea


RENAR monitoring





RENAR monitoring





RENAR monitoring





RENAR monitoring



Sfantu- Gheorghe





Miercurea- Ciuc




Arges - Vedea



RENAR monitoring


Arges - Vedea



RENAR monitoring


Arges - Vedea



Certified in 2007

Have submitted the documents on 1.10.2007

Arges - Vedea





Buzau - Ialomita



RENAR monitoring


Buzau - Ialomita



RENAR monitoring


Buzau - Ialomita





Buzau - Ialomita





Buzau - Ialomita



Certified in 2007

Certification audit on 22.01.2008

Buzau - Ialomita



Certified in 2007

Have submitted the documents on 1.10.2007




RENAR monitoring





Certified in 2007

The documents were submitted to RENAR




Certified in 2007

The documents were submitted to RENAR


Piatra - Neamt







RENAR monitoring





Certified in 2007

The documents were submitted to RENAR; certified in 2007, has not received the certificate




Certified in 2007







Dobrogea- Litoral



RENAR monitoring


Dobrogea- Litoral








Headquarters: Str. Edgar Quinet no. 6, Sector 1, code 70106, BUCHAREST

Phone no./Fax: 40 21 312 21 74;

Phone no.: 40 21 311 03 96;



DA Arges Vedea: Str. Campulung no.6-8,

Cod 110147, PITESTI, ARGES County

Phone no: 402 48.223.449 Fax: 402 48.211. 549


DA Somes Tisa: Str.Vânătorului no.17,


Phone no.: 402 64.433028; Fax: 402 64.433026;


DA Crisuri: Str. Ion Bogdan no.35;


Phone no: 402 59.442033; Fax: 402 59.444237



DA Mures: Str. Samuel Koteles no. 33;


Phone no: 402 65.260289; Fax: 402 65.267955;


DA Banat: B-dul Mihai Viteazul no. 32;


Phone no: 402 56.191848; Fax: 402 56.220078;


DA Jiu: Str. Nicolae Romanescu no. 48,


Phone no. 402 51.426655. Fax 402 51.427597;


DA Olt: Str. Remus Bellu no. 6;

Rm. VÂLCEA; Valcea County

Phone no: 402 50.739881; Fax: 402 50.738255;


DA Buzau-Ialomita: Str. Bucegi no. 20 bis;


Phone no: 402 38.725446; Fax: 402 38.427237;


DA Siret: Str. Cuza Voda no. 1;

BACAU; Bacau County

Phone no: 402 34.141646; Fax: 402 34.510050; 

Tel: 402 48.223.449 Fax: 402 48.211. 549


DA Prut: Str. Vascauteanu no.10,


Phone no: 40232.218192, Fax: 40232.213884;


DA Dobrogea Litoral: Str. Mircea cel Bătrân no. 127; CONSTANŢA; CONSTANTA County

Phone no: 402 41673036; Fax: 402 41673025;


5.     Processes conducted in the Quality Management System


The process oriented approach represents the identification and systematic management of activities used in an organization and the interactions between such processes. ISO 9001:2000 promotes as a management method for an organization the process oriented approach because, from practice it was acknowledged that an organization, seen as a sum of processes, operates efficiently if each process is efficient, and the correlation between the processes is optimal and managed. For the ,,Apele Romane” NATIONAL ADMINISTRATION, the process oriented quality management system is customized for providing services.


Continuous improvement of the quality management system





Product / Service





Date de






The main processes conducted for providing services and creating the obligations and responsibilities in managing and using the water resources can be grouped in:


Management processes


  • Management analysis – the analysis process of the Integrated Management System is a complex analysis process, as a result of which management measures/decisions / preventive actions are taken to continuously improve SMC, process documented in the „Management Analysis” management procedure, code PL-02.


  • Making decisions – the DECISION initiation, elaboration and issue process, for making them in a unitary system, as well as their monitoring method regarding the traceability over time and the application of their statements. The following are applied during the decision making process – organizational, technical. Commercial, human resources, financial-accounting, creating commissions, etc. – within ANAR and is applicable to all functional departments.


  • Creating the ANAR Activity Plan – has as purpose the creation of the Annual ANAR Activity Plan for the following year – an overview on all the activities and occupations in the organization.


  • Creating B.V.C.of ANAR – has as a purpose the elaboration and tracking of the ANAR Annual Income and Expenses Budget as a financial planning tool. The process is a component of the budgetary process of the administration.



Resources provision processes


  • Recruiting and selecting the personnel – Establishes the operation mode for the personnel recruitment  and selection processes in one of the following situations:

-          Position holder leaves the position/unit on his own initiative

-          Position holder leaves the position/unit on administration initiative

-          The apparition of a new position in the organizational structure of the administration

-          Organizational restructuring of a functional department which results in a larger number of positions than the number of personnel

The process is documented in code PL-06.


  • Training – has as the purpose the maintenance of a corresponding level of professional competence and ensuring the quality for the employed personnel and is planned through the „Formal/non-formal personnel training program”. The process is documented in the work instruction „Training”, code PL-05.


  • The creation and control of the annual ANAR program divided into the following activities:

-          Ensuring water resources

-          Managing hydro technical works

-          Creating basin management plans


  • The creation and control of the investment objectives – establishes the method in which the achievement of the investment objectives is conducted and kept under control and is applied to all investment objectives for ANAR to third parties. The process is documented in the procedure PL-22.


  • Contracting works – the process establishes the method in which all internal works are contracted and orders to third parties. The procedure is applicable to the following types of works: SPF execution, SF, PTh execution, PAC, DL, DE, PTh verification, PAC, DE, executing investment works. The process is documented in the  PL-23 procedure.


  • Creating the documentation for obtaining external financing – establishes the method in which the process for requesting and obtaining the external financing funds process in conducted and kept under control for the modernization and/or upgrading new objectives managed by ANAR. They are applied to all investment objectives created for ANAR to third parties, with funds from external financing obtained through  the P.I.U. Service.


  • Fixed assets management – The purpose is to regulate the method in which they are recorded and the fixed assets management is made within the organization. This process is applied to all departments within the company, which are endowed with equipment, furniture, work and verification equipment which is considered a fixed asset.


  • Inventory of the organizational patrimony – the purpose is to present all the operations necessary for organizing and conducting the inventory of the organizational patrimony. The inventory of patrimony is aimed at establishing the real situation of the entire organizational patrimony and the assets owned in any title, belonging to other natural persons or legal entities, for creating the accounting balance which must provide an accurate and complete image of the patrimony, of the financial situation and of the results.


·         Car park maintenance – defines the mode in which the preventive actions are conducted for avoiding the accidental faults of cars and vehicles, for maintaining them in good operational status, the end result being the assurance of the necessary transport capacity in good conditions for the activities and processes within ANAR. The process is documented in the PL-29 procedure.


  • Maintenance of equipment – the process describes the responsibilities, authority and mechanisms through which the behavior of equipment and tools within the organization, with the exception of the means of transport and vehicles, during operation for :

-          Identifying and signaling any deviation from the designed operational parameters of the equipment

-          Inspection and technical analysis of the equipment status, setting the operational measures for returning to normal operation

-          Drafting the annual revisions and repairs plan and tracking its progress.

The procedure is applied to all equipment and tools owned by ANAR, with the exception of means of transport and vehicles.


  • Ensuring and maintaining the informational structure – the process describes the responsibilities, authorities and mechanisms in order to manage and control the service activities, repairs and inspections of the calculation equipment.
  • Ensuring the financial resources to support the own activities.



Production processes, created from all processes which ensures the services provided and the responsibilities of ANAR as a unique manager of the water resources.


These services and responsibilities, materialized or not through contracts, can be grouped in the following:

-    The administration and management of water resources, through which the following is ensured:

   services for providing the gross water, on categories of sources and users;

   specific services for improving the water courses quality;

  management of emergency situations (floods, draught, incidents to hydro-technical works, accidental pollutions);

   supplying annual reports regarding the water resources (water balances, water quality – PCA, annual report)

-   Regulations in the water field created for:

    notifications (location, water management)

    Water management authorization

    Execution and commissioning notifications

  permits for crossing the water management works with a role in flood defense

-   Inspection in water field, through which the following is ensured:

  The control and verification of conformance of water sues according to the water field law statements and with the regulations issued by ANAR (according to the competences).

● analysis and response to the claims and notifications made by natural persons and legal entities.

-   Problems regarding the European Integration consisting of:

● drafting documentations regarding the conformance with the statements of the European Union Directives and Regulations in the water field.

   Drafting the improvement and management directions on basins or catchments.



Measurement, Analysis and Improvement Processes, which contain:

  • Measuring the client satisfaction – the continuous monitoring system of the clients for improving their satisfaction, according to the „Measuring the client satisfaction” work procedure. The process is documented in code PL-04.


  • Internal audit – the process of measuring the Quality Management System progress according to the „Internal audit” system procedure, code PS-03. The results of the internal audit process are input data for the management analysis process.


  • Tracking the behavior over time of the buildings and installations – has the purpose of drafting, create and track the behavior over time of the hydro-technical buildings, including the ones which were subjected to interventions prior to the moment when the building behavior tracking was triggered, for determining on time the degradation which can lead to a decrease in performance regarding their safety and operation.


  • Monitoring the physical-chemical, biological and bacteria indices  – the process describes the method for tracking and maintaining the physical-chemical indices for the entire technological workflow – caption, adduction, treatment, water distribution and is applied for all organizational objectives to which the evolution of the water quality parameter is tracked over time, through its own laboratories.


·         Retrieving/transmitting the information from the Dispatcher – the process explains the method for retrieving and transmitting the information received from the clients of the organization or retrieved from the network:


  • Defect control – the process through which all the defects are managed both system defects as well as products or service according to the „Defect control” system procedure, code PS-04.


  • Correctional actions – the process through which the defect causes are eliminated, according to the „Correctional actions” system procedures, code PS-04.



  • Managing the claims and petitions – correctional action whose distinct treatment was considered necessary, representing the analysis process for the client claims according to the „Claims management” work procedure, code PL-03.


  • Preventive actions – the process through which the causes of potential defects are eliminated, according to the „Preventive actions” system procedure, code PS-05.


  • Tracking the invoiced cash, closures-opens – describes the responsibilities which belong to the departments involved in tracking the cash inflows representing the value of the supplied water services and for recovering the flows through the court, and for stopping these services as a result of suspending the supply contract.


Process (activities) map included in SMC of ”APELE ROMANENATIONAL ADMINISTRATION is presented in Appendix 2.



6.     Quality Management System Requirements


              Quality Management System (requirement 4)


6.1.1    General requirement (requirement 4.1 according to SR EN ISO 9001/2000)


Conformity of SMC with SR EN ISO 9001:2001, is created through:

  • Identifying the processes  relevant of SMC, distributing them within the organization and documenting them in system procedures, work procedures/process files, work instructions, contained in the  Procedures, files and applicable instructions list;
  • Determining the succession and interaction of these processes, according to the cycle specified in chap. 5 and Processes map;
  • Determining the criteria and methods necessary for the efficient operation and control of these processes;
  • Ensuring the resources and information necessary for the operation and control of these processes;
  • Monitoring, measurement and analysis of these processes;
  • Implementing the necessary actions for achieving the planned results and the continuous improvement of these processes.


6.1.2    Documentation requirements (requirement 4.2)              Generalities


The SMC documentation consists of:

  • The quality policy statement, included in MC;
  • Quality objectives, both the general ones and the ones relevant from the organization;
  • Quality Manual - code MC;
  • System procedures – PS;
  • Work procedures -PL;
  • Work instructions-IL;
  • Process files-FP;
  • General and specific legislation in the activity field (according PS-01);
  • Entries.              Quality manual


The organization contains the current Quality Manual.              Document control


The documents requested by the conformity of SMC with ISO 9001:2000 are kept under control according to the procedure documented in Document control, code PS–01, which states the rules of:

  • approval, issue;
  • analysis, update, if applicable, re-approval;
  • identifying the modifications and the status of the current document revision;
  • assurance that the relevant versions of the applicable documents are available at the use points;
  • ensuring that the documents remain readable and identifiable with ease;
  • identifying and controlled distribution of external documents;
  • preventing the unintentional use of outdated documents and applying an appropriate identification if they are maintained for any other purpose.

The functions facilitated with drafting, verifying, approving and withdrawing the documents are clearly stated. In case of document modification, the creation, verification and approval will be made by the same functions and as for the initial document.


The creation of the procedures and instructions is made according to The procedure creation guide, code PL-01, itself assimilated as a work procedure. The procedures contain the purpose and application area of the activity described by the procedure, reference documents, definitions and abbreviations where necessary, the responsibilities of the involved functions, the detailed description of the work stages, of the verifications and of the interfaces involved in conducting the activity; also, the afferent entries are named.

  • Planning the quality, where necessary; the main processes which are involved in the activity of the organization are planned. They are preset: the method in which each activity is conducted, the functions involved, verifications, method for achieving the traceability, entries and documents involved in each stage, according to the case.
  • The entries of the processes conducted in the organization are included in the List with applicable entries, code F-SMC-02.              Entries control


The entries are a special type of documents and must be kept under control, according to the requirements stated by the Entries control procedure, code PS-02, which defines the control necessary for identifying, storing, protecting, finding, storage duration and removing the entries. The entries supply evidence of conformance with the requirements and the efficient operation of SMC and thus must remain readable, identifiable and easily retrievable. Their shape and the method of use are set in procedures, their respective model of forms being presented in their appendices. The types of entries used are contained in the List of applicable list. The list contains data regarding the issuer and the destination of the entries, the number of copies and their format (printed or electronic) and the storage duration.




              Management responsibility (requirement 5)


            Management Commitment (requirement 5.1)


Top management demonstrates a commitment to develop and implement the SMC and to continue to improve its efficiency by:

  • communication in a large organization to meet customer requirements, legal requirements and the regulator - in the working sessions;
  • establishing quality policy statement by the quality policy;
  • establish quality objectives;
  • SMC management analysis;
  • ensuring the available resources, so that the running processes will be ensured in good condition  without any impact to the organization's quality.

Assessing the functioning method of the SMC is planned systematic by analyzing its functions, meetings of the management analysis.


According to requirements of the people with responsibilities in managing the organization, designated by inspection, verification and control activities, the internal auditors have been empowered by the decision signed by the General Manager.


            Client orientation  (requirement 5.2)


The management must ensure that the requirements are identified and that the organization meets the clients and beneficiaries demands regarding  services provided by ANAR in order to increase their satisfaction. To achieve this, the work of employees with direct responsibilities towards quality of service is clearly established through working procedures and rules of the "Romanian Waters" National Administration, and the selection, training and evaluation staff have importance . Oriented needs of the beneficiaries are shown by measuring the degree of the customer satisfaction, along with analysis and resolved complaints.


            Quality policy statement  (requirement 5.3)


Top management defines on organization level the quality policy, which is:

  • proper to the organization's purpose;
  • includes its fulfillment regarding client satisfaction and meets the continuous improvement of the SMC effectiveness;
  • framework for quality objectives;
  • communicated and understood in the organization;
  • analyzed for its continuum suitability.

The quality policy statement is documented in the quality policy, signed by the company management.


            Planning (requirement 5.4)


            Quality objectives


The management shall ensure the establishment of quality objectives. These:

·         refer to the provided services to beneficiaries;

·         are divided into functions / levels of the organization;

·         are measurable and in line with the quality policy.

The targets set by the organization's management, documented with these requirements, are planned annually and subsequently monitored. Within the management analysis the planned performance indicators are compared and carried out, according to the result of taking improvement decisions. For a clearly demonstration of how to achieve them, the organization has established a series of performance indicators specific to each functional compartment.



            Planning the quality management system


The management is planning to provide SMC planning, by delegating responsibilities to RMC and RAC, so that:

  • the approach requirements will be fulfilled based on process and quality objectives;
  • to maintain the SMC if any planned changes are implemented.

 Also planned areas consist in:

  • internal audits;
  • Professional training for AC;
  • system analysis for a quality management
  • quality objectives
  • SMC updates for documentation.

The main processes that occur in the organization's work are planned. The following are established: the way in which each activity arises, the functions involved, checking, how to achieve traceability, records and documents involved in each stage, if necessary.


            Responsibility, authority and communication (requirement 5.5)


            Responsibility and authority


Management concerns and ensures that the responsibilities, authorities, relations of cooperation, coordination and subordination are defined and communicated / distributed within the organization through:

  • Romanian Waters National Administration chart (see Appendix 1);
  • Organization and operation regulation  (ROF);
  • job descriptions for each employee's training and compliance and enforcement provisions specified in the SMC documentation;
  • job descriptions - for each employee;
  • internal management decisions, which are called: RMC, persons designated by the inspection activities, verification and control, internal auditors, the ability to introduce / remove components / management of the people who have the right to access storage spaces, etc.

This chapter has listed only the main responsibilities of the staff within the organization. From these responsibilities other are arising, described in detail in each procedure.


            Management representative


The management appointed a representative for the Quality Management (RMC), a Quality Responsible (RC), who have powers and authority to:

  • ensure that SMC processes are established, implemented and maintained;
  • reporting to top management officials of the SMC and the improvement needs;
  • ensure awareness within the organization on the requirements of the beneficiaries.
  • ensure the relationship with external partners (customers, suppliers, consultants) in SMC issues by authorizing its top management to this purpose.


            Internal communication


All the administrative, professional, legal, technical or quality assurance consist in a flow of data entry information for the various processes that take place in the organization. The organization has proposed to maintain a framework and an open and cooperative environment, which stimulates the staff to understand better what to do, so that each part together to achieve common objectives. Management at the highest level to ensure that communication is established in international organization and are given to the personnel policy, objectives, requirements and information on the effectiveness of SMC. Communication is done through meetings, working meetings, notes and written decisions, telephone communications, documents and data published in the network, e-mail, etc., as a continuous process.


            Management analysis (requirement 5.6)




The analysis made by the highest management level is an important process of the SMC, operating as planed (with a full year or whenever necessary) and documented in accordance with the procedure of analysis of management, code PL-02.


            Analysis input data


Data entry of the management analysis, contained in the SMC report regarding the operation, developed by RMC, should include:

  • results from internal or external audits;
  • feedback from the client (beneficiary);
  • functioning compliance processes and provided services;
  • status of preventive and corrective actions;
  • tracking shares from previous management analysis;
  • changes that could influence the SMC;
  • recommendations regarding improvement.


            Analysis output data


The output of the management analysis, registered in the PV analysis of the meeting management, represent decisions that should result:

  • improving the effectiveness of the SMC and its processes;
  • improving services in terms of the client (beneficiary);
  • resource requirements.



              Resources management (requirement 6)


             Providing resources (requirement 6.1)


The management needs to identify and to provide human resources, material and financial resources in order to:

  • implement and maintain the SMC, and continuously improve effectiveness;
  • increase customer satisfaction by fulfilling its requirements and overcome.


            Human resources  (requirement  6.2)




The staff involved in activities that affect the quality of the product should be responsible for education, training, skills and experience as specified in degrees, certificates of graduation, etc.. Staff selection is based on rigorous criteria established for education, competence and experience. After the event, the candidates skills are tested during the selection process. The process is coordinated by the Human Resources Department.


            Competence, awareness and training  


Management Organization obligations concerning the following resources:

  • identifies the needs for specialized personnel and relevant activities, according to the structure and number of the existing staff and requirements to ensure quality services;
  • Plans the annual staff training, legal and quality management;
  • provides staff training;
  • assesses the effectiveness of training and the staff performance;
  • ensures staff awareness on the important work and contribution to achieving quality;
  • maintains and updates records on staff: education, training, skills, experience, evaluations.




            Infrastructure (requirement 6.3)


The organization management identifies, secures and maintains the necessary infrastructure performance in terms of processes effectiveness.


Ø  desktop and associated utilities;

Ø  transport;

Ø  storage spaces, the required logistics;

Ø  housing space;

Ø  computing equipment;

Ø  means of communication (telephone, fax, e-mail);

Ø  means of measuring and monitoring;

Ø  flood protection;

Ø  accumulation and dams;

Ø  raw water.


            Work environments  (requirement 6.4)


The organization management provides the necessary services to accomplish the tasks according to the requirements specified and set in the contracts. The working environment is limited in the space of the organization, where pollutants / noxious do not occur and maintains a working environment suitable for work.



              Achieving the service (requirement 7)


            Planning the service achievement (requirement 7.1)


Planning to achieve the service includes the necessary processes in order to achieve it in terms of its effectiveness. A component of the planning is done by documenting the processes that requires developing procedures / process files and instructions for work. Thus are identified and planned:

Ø  product / service specified processes, documents and resources;

Ø  activities to verify and monitor the service, including the acceptance criteria;

Ø  records required under specific procedures and work instructions and a list of records in force, code-SMC F-02.

Annually the budget needed for the activity is planed. The main exhibition activities and resources are planned with the help of the BVC planning.

Inst                        Investments, projects and realized programs are initially planned with objectives, documentation, resources and papers, and checking papers.

Planning can be done with the help of a document that specifies the:

·         involved processes;

·         involved resources.



            Processes referring to the relationship with the client  (requirement 7.2)


            Determining the requirements regarding services provision


Requirements identified on services are determined and they include:

  • the requirements specified by the client (beneficiary) of the nature, the content of the business;
  • the requirements specified by the client (beneficiary), but needed to use the specified requirements, applicable laws and regulations or to be observed in carrying out those works;
  • any additional requirements identified by the organization;





            Analysis of the requirements relating to services


The requirements analysis is done before signing the contract and ensures that:

Ø  requirements on the product, service, are defined including during the terms of achievement;

Ø  legal requirements and regulations are followed;

Ø  problems which may arise, client (beneficiary) - supplier are equipped with regulatory procedures;

Ø  the organization has the capacity to meet defined (quantities, parameters, execution deadlines for papers, etc).

If the beneficiary provides no documented statements of the requirements, they must be identified and confirmed by the organization before signing a contract. When modifying the requirements, the organization must ensure::

Ø  amend the relevant documents;

Ø  staff awareness on the changing demands.

Tests are conducted before approving the requests or the decisions regarding the activities will be executed and recorded in the form of: advices, approvals, permits and decisions of the General Manager.

 When the execution of the activities change due applicants, beneficiaries or from any other reasons independent from the personnel unfolds a new record and analyze the new decisions or opinions.



            Communication with the client (beneficiary)


Communication with the organization's beneficiaries is defined as following: (direct discussions, petitions, fax, phone) and solves:

Ø  identifying the information about the provided service;

Ø  treatment orders or contracts, including amendments;

Ø  feedback from the client (beneficiary), including he's complaints.

Communication with the client is held within ANAR through the Public Relations Bureau from the Human Resources Directorate of the Public Relations officer at the Media Relations.


            Design / development (requirement 7.3)

The design work is not done within the organization but it is outsourced. ANAR only plans and tracks the projects.

 Within the SGA the Background Note is drawn. Water directions endorse fundamental notes and prepares the design theme. Headquarters centralize the design themes in a list of investment objectives with full or partial funding from the state budget. This list is approved by MMDD. MMDD approves economic indicators and the technical capacity for studies and feasibility approved by the MMDD, the design services are bought in compliance to the legislation.

 The developed project is submitted to CTE DA / Headquarters. The project approved by the DA and Headquarters is transmitted to the MMDD. The project is checked by an authorized auditor.

 Validations of the project are done when the objective is implemented.

 If changes occur they are treated with the same functions that realized and approved the project. 




Supply (requirement 7.4)


            Supply process


Delivery has the main purpose of ensuring the necessary infrastructure that assures the operation and the development services. The supply is kept under control so that the product will be supplied in accordance with the requirements specified. Supply is made solely from the evaluated suppliers .  The procedure stipulated by acquisition OU 34 / 2006 with modifications is complied. The following are ensured:

Ø  selection the suppliers by evaluating them, according to their ability to provide products or services according to the organization;

Ø  implement the supply process, with the establishment of the exact responsibilities that refer both to supply processes and logistics ;

Ø  checking the supplied products in order to ensure their compliance with the command requirements.

On organization level the accepted suppliers list is maintained (separate products and services), which is approved by the General Manager and  by the Head of the updated compartment acquisitions whenever necessary. In accordance with the acquisitions law they are through their auction or offer selection..



            Information regarding the supply procedure


Information relating to the supply are included in the specifications. This information clearly and directly describe the supplied product / service (where it is applicable it also contains the code), as well as quantities and, if necessary, delivery terms.


            Checking the supplied product


Checking the supplied product is done at the reception, a reception committee authorized to make decisions by the General Manager. The supplied product is registered in the NIR. Only products inspected and found in conformity are allowed to be stored and recorded.


            Services  (requirement 7.5)


            Service supply control


The services provided by the ANAR staff are planned and they take place under controlled conditions.

 The main services are made subject to legislation and regulations that are carried out in controlled conditions through:

o   provisions relating to a developing service (documents, rules of achievement);

o   approval or endorsement, rules;

o   preferences checking;

o   to achieve a deadline set by regulations.


            Manufacturing processes and services validation


The service delivery processes are set by laws and regulations;

 When necessary, the way of achieving the outcome or the process is approved for legal or compliance requirements.



            Identification and traceability 


The identification and traceability system is applied to the following components:

Ø  client(beneficiary)identification data : including the location and characteristics of the points of consumption;

Ø  data regarding consumption;

Ø  identification data belonging to the products and supplies provider;

Ø  identification and traceability of the testing laboratories samples;

Ø  identification documents and recordings.

These items are recorded in the identification records, opinions and other documents so that at any moment the possibility to establish the traceability of its work and progress towards the requirements will be done(verification, opinions, approvals).


            Customer property


ANAR deals with all the attention the clients property as long as it is used or is under its control. the clients property refers to the technical documentation for the development of the advices, permits, notices and regulations that the customer provide the organization.

 If this property is lost or if it is in any other way found inappropriate for use, this will be recorded in minutes and the customer will be promptly informed.

 Its protection is documented by the privacy clause stipulated in Annex 1.d./Request regulations  found under the Order no.1141/2002


            Keeping the product


Throughout the exhibition of a work or activity the preservation of their integrity and compliance is important (folders, projects, opinions, permits, material resources involved in the works).


            Monitoring and measuring devices management  (requirement 7.6)


DMM is used to:

Ø  monitor physical-chemical and microbiological parameters, , the water etc.

Monitoring the water quality is done within the representative sections  of the National Surveillance System of Water Quality. There are approved by Order 1618/24.10.2000. ANAR does not establish the consumption of the water users. They must install on their own measuring equipments in their facilities.

DMM control is achieved through:

Ø  calibration / verification during specified intervals and in accordance with the planning;

Ø  adjustment / readjustment;

Ø  identification;

Ø  protection against accidental adjustments and damage

Ø  keeping records that show the state of the metrological verification.

DMM metrological verification plan is done annually. Calibration / metrological verification is done through third parties.

 The development process and responsibilities are described within the DMM control - code PL-12.


              Measurement, analysis and improvement (requirement 8)


            Features (requirement 8.1)


Monitoring / measurement, analysis and improvement processes are planned and implemented in the following order:

Ø  to demonstrate the compliance service;

Ø  to demonstrate the SMC compliance;

Ø  to continuously improve the effectiveness of the SMC.




            Measuring and Monitoring  (requirement 8.2.)


            Client satisfaction (beneficiary)


Monitoring the customer satisfaction is done by means of collecting and processing information about the provided customer service. The method consists in using a questionnaire, frequent actions of this kind are annual. The questionnaire's content is based on questions relating to customer feedback, on work organization and ask their opinion on the possible orientations in the future. It should be concise, the questions will not be too long, they relate to issues with great impact on the SMC functioning . Quantifying the answers are given by using scores of appreciation. The data collected is analyzed by data analysis, providing the data input in analysis management.


            Internal Audit


The internal audit is to determine if SMC:

Ø  is consistent with the planned measures, generated by the ISO 9001:2000 requirements and by the own model of SMC's organization;

Ø  is implemented and maintained effective.

The internal audit is planned through the annual plan of internal audit, which takes into account the:

Ø  status and processes importance and areas that will be audited;

Ø  results of previous audits.

The internal audit has a semester frequency. It can be performed by qualified personnel (internal auditor) within the organization or activity  provided by a company specialized in the contract, the following principles being complied:

Ø  objectivity and impartiality;

Ø  independently audited activity.

The internal audit procedure is documented by the internal audit system, code PS-03. Audit results are recorded. The identified nonconformity is treated in accordance with the procedure system. Corrective actions - code PS-04.


            Monitoring and measuring the processes


The identified  SMC processes within the organization are monitored and measured in accordance with the documents that are described in those processes.

 ANAR capabilities aim to demonstrate the processes undertaken to obtain planned results through the application of appropriate methods of control.

 Process monitoring is done by:

-          Analysis of the records from the service monitoring;

-          Evaluating the internal audit of how the achieved results are planned;

-          Reviewing periodically by the stage Director the implementation of the SMC and consequently the way in which the processes that take place in the organization are kept under control.

-          Statistical data processing and information from the analysis methods and processes.

It also holds verification and control actions for the superiors that have made departmens and public auditors. Monitoring, checking and controls aimed at determining the fairness of their activities against the regulations or planned results.

 In case you do not get the results of the planned corrective actions are taken in order to obtain compliance with the requirements of the customer service.

 Results of measuring and monitoring the processes are inputs for the analysis of the data and analysis made by the superiors.



            Monitoring and measuring the product (service)


The organization monitors and measures the services to check if the requirements for a service are satisfied. This is done in stages corresponding to the process of making the service as planned. The checks used in each case are specified in the documentation specific to processes (file process, working procedures).

 The acceptance criteria represents the requirements specified by the customer. Evidence of compliance with the criteria of acceptability are maintained.

 The most relevant process for monitoring and measuring the product are indicators that monitor the physical-chemical, biological and bacteriological. The monitoring extends to other equipments (eg monitoring facilities and high pressure checked ISCIR-SGA), to ensure their optimal functioning.



            Product control / inconsistent service (requirement no. 8.3)


Inconsistent product / service with the requirements of the customer is identified and kept under control in accordance with the procedure of the control system. Corrective actions, code PS-04. Contains:

Ø  methods of tackling the product / service inconsistent;

Ø  responsibilities and authorities to treat the associated product / service inconsistent.

Methods of treating the product /inaccurate service:

Ø  actions to eliminate the detected non-compliance;

Ø  authorizing the use of issuance or acceptance of the product with a derogation, data management and by case, the customer or a competent authority;

Ø  actions that prevent the implementation of the product intentionally.

Records referring to the identified non-compliance are maintained within the organization and subsequent actions are taken, including derogation, the non-compliance report . After correction, the product / service incompatible will be subject to review and to demonstrate the  compliance with the requirements.


            Data analysis  (requirement no. 8.4)


The data is properly collected and analyzed in order to demonstrate the effectiveness and appropriateness of the SMC and to assess and promote the continuous improvement of the SMC. Within the analysis the data generated by the measuring and monitoring activities or other relevant sources is found. Data analysis covers the information about:

Ø  customer satisfaction (beneficiary);

Ø  characteristics and processes and products trends  / services and opportunities for preventive action;

Ø  compliance products and services;

Ø  suppliers.

There are current analysis phases, such as processing information in the Dispatch, but also analysis, which can materialize the annual report of the ANAR activity or the annual plan of the activity of (ANAR).



            Improvement (requirement no. 8.5)


            Continuos improvement


The efficacy of SMC is continuously improved through the::

Ø  use of the policy that refers to quality and quality objectives;

Ø  use of the audits results;

Ø  use of the data analysis;

Ø  corrective and preventive actions;

Ø  analysis made by management.


            Corrective actions

Corrective actions are implemented within the occurred accordance's , in order to eliminate the causes and prevent their recurrence. SMC has established a documented procedure, accordance control. Corrective actions, PS-04 code for:

Ø  nonconformity analysis;

Ø  the causes of nonconformity;

Ø  assessment of the need for actions that non-compliance will not recur;

Ø  establish and implement the required action;

Ø  already record the resulted action;

Ø  analysis of the corrective action.

Corrective actions are initiated when the identified nonconformity is found during the measuring and monitoring process or to follow complaints and suggestions from customers.


            Preventive actions

Preventive actions should be appropriate to the consequences of the  potential problems. SMC has established a documented procedure , preventive actions, code PS-05, which states::

Ø  determining the accordance potential and it's causes;

Ø  assessment of the need for actions to prevent the occurrence of non-agreements;

Ø  determinate and implement the required actions;

Ø  records the results of action;

Ø  analysis undertaken for preventive action

Preventive actions are recorded in the preventive actions report.


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