Professional Documents
Culture Documents
Documentation Management
TABLE OF CONTENTS
LIST OF TABLES................................................................................................................................................II
TABLE OF FIGURES...................................................................................................................................II
INTRODUCTION...........................................................................................................................................1
1
DOCUMENTATION MANAGEMENT..............................................................................................2
1.1
1.2
1.3
1.4
1.5
1.6
MANAGEMENT...............................................................................................................................................7
2.2
2.3
3.2
3.3
3.4
3.5
ENGINEERING DEPARTMENT.............................................................................................................23
3.6
HOUSEKEEPING DEPARTMENT...........................................................................................................25
3.7
3.8
PURCHASING DEPARTMENT...............................................................................................................26
3.9
SECURITY DEPARTMENT....................................................................................................................27
3.11
3.12
3.13
4.2
4.3
Documentation Management
4.5
4.6
4.7
LOSS OF DOCUMENTS........................................................................................................................39
4.8
4.9
LIST OF TABLES
2.1-INTERNAL FLOW DIAGRAM FOR RECREATION-SWIMMING .........................................................................16
2.2-INTERNAL FLOW DIAGRAM FOR SALES AND MARKETING ........................................................................16
2.3-INTERNAL FLOW DIAGRAM FOR HOUSE KEEPING ......................................................................................17
2.4-INTERNAL FLOW DIAGRAM FOR FOOD AND BEVERAGE SALE ...................................................................18
TABLE OF FIGURES
2.1-PROCESS MAP FOR GUEST IN HOUSE ACCOMMODATION............................................................................11
2.2-PROCESS MAP FOR FUNCTIONS..................................................................................................................13
2.3-PROCESS MAP FOR THE JOURNEY OF THE CUSTOMER THROUGH A HOTEL................................................15
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Documentation Management
INTRODUCTION
Documentation management is one of the oldest of the content management disciplines
and was essentially born out of the need to manage ever growing amounts of information
being created within organizations. In a world where only hardcopy information existed,
there was always a physical limit to the amount of information that could be stored and
retrieved.
Documentation management is the method of handling documents in such a technique. It
is assist to create information, shared, organized and stored efficiently and appropriately.
Also it is accommodating to store documents in an organized and secure way that still
allows documents to be found easily. Documentation Management is controls the life
cycle of documents in the organization including how they are created, reviewed,
published, and consumed, and how they are ultimately disposed of or retained. Although
the term "management" implies control of information from the top of the organization,
an effective documentation management system should reflect the culture of the
organization that is using it.
This report focuses on the existing documentation management system of Mount Lavinia
hotel. The first chapter provides an overview of the documentation management practice
of the industry and international standards. Second chapter identifies the key business and
support processes of the hotel with graphical representations. The current documentation
management practice of Mount Lavinia hotel is illustrated in third chapter and
demonstrates the importance of facilities manager in documentation management of an
organisation. Fourth chapter analyses the issues regarding current documentation practice
of the hotel and propose recommendations in regard to best practices.
Documentation Management
1 DOCUMENTATION MANAGEMENT
1.1 WHAT IS DOCUMENTATION MANAGEMENT
Document management is one of the oldest of the content management disciplines and
was essentially born out of the need to manage ever growing amounts of information
being created within organizations. Document management controls the life cycle of
documents in the organization by how they are created, reviewed, and published, and how
they are ultimately disposed of or retained.
Businesses and other organizations, as well as individuals that handle a great deal of
information, need document management systems to file, secure, retrieve and share that
information. Document management is an organized system that methodically processes,
stores and recovers documents and the data within them. For hard copy or paper
documents, the process may simply be referred to as a filing system.
Document management systems (DMS) are designed from the ground up to assist entire
organizations seeking to manage the creation, storage, retrieval and expiry of information
stored as documents. DMS revolves around a centralized repository that is used to
manage the storage of any type of information that could be of value to an organization and protect the same against loss.
A compliant records management program is necessary for organizations to proactively
and progressively manage all data, media and information. As the number of laws and
severity of punishment governing records management continues to increase, it becomes
even more paramount that organizations follow best practices for proper records
management. Organizations need to demonstrate good faith intentions to follow these
best practices consistently and accurately. Review, audit and improve program
continuously.
Documentation Management
What types of documents and other content can be created within an organization.
Ensure that the plans incorporate the feedback of the organization's key stakeholders, that
have the right team in place to implement the solution, and that they know who will
participate in document management processes.
1.3.2
After identify who works on documents, determine the types of documents they work on
and how they use them.
1.3.3
Documentation Management
Organization can organize documents in site collections, sites, and libraries. And also it
help to organize and store documents, from specialized sites such as the Records
Repository to loosely structured document libraries for quick document creation and
collaboration. Within a library, organization can further organize content into folders and
subfolders.
1.3.4
It might be necessary to move or copy a document from one site or library to another at
different stages of its life cycle. For example, the publishing process might include
moving a document from a staging site to a public Internet site. If content has to be
converted from one format to another as it moves from site to site, organization will also
want to plan content conversions.
1.3.5
Use content types to organize information about types of documents, such as metadata,
document templates, policies, and workflow processes. This is an essential step to help to
organize their documents and enforce consistency across the organization.
1.3.6
PLAN WORKFLOWS
When organization plan workflows for your organization, they can control and track how
documents move from one team member to another as each participant collaborates in a
document's life cycle. It includes workflows for common team tasks such as reviewing
and approving documents. And also supports creating and installing custom workflows.
1.3.7
Organization can plan the appropriate degree of control based on content type or storage
location. For example, for a document library organization can plan to require check-in
and check-out and to protect documents from unauthorized distribution by using
Information Rights Management.
1.3.8
PLAN POLICIES
Documentation Management
For each content type, plan information management policies to ensure that documents
are properly audited, retained, labelled, and otherwise handled according to the
organization's institutional and legal requirements.
CREATION
APPROVAL
After the creation stage, the document can use for review. The document is reviewed by
the selected person to ensure its accuracy and whether it meets the standards of the
Document Management Process. If not, the document is returned to the Author for
modification and correction. Once the selected person is satisfied that the document is
accurate and follows document standards and conventions, the document must be
approved by both the selected person and the relevant Manager of the organization.
1.4.3
PUBLICATION
The process of publishing ensures that approved documents contain accurate and that
only the most recent version of any document is available for access and use in the
organization.
1.4.4
MAINTENANCE
All documents are allocated a review period of not more than one year. In addition, all
staffs are required to notify a responsible person where an inaccuracy or problem is
identified in an approved document, and the responsible person must then initiate an
update of the document.
1.4.5
Documentation Management
ARCHIVE
DESTRUCTION
If a document does not require archiving, it will be destroyed either when a new version
is created or updated, or when the top management advises that the document is no longer
required.
with
all
regulations
and
factors
that
govern
them.
If companies must not only employ an effective system to manage all its documents, they
must hire qualified and experienced personnel to monitor the effectiveness of these
document management systems.
Department of Building Economics
Documentation Management
Customer focus
Leadership
Involvement of people
Process approach
Continual improvement
Documentation Management
Documentation Management
The Mount Lavinia hotel is provided as following services for satisfy the guest.
Laundry service
Beauty Salon
Business Centre
Shopping arcade
Sports facilities
Security service
Bay wing
Governors Wing
Documentation Management
Suite Rooms
10
Documentation Management
Arrival
Arrival
Checking
Checking
C
Accommodation
Accommodation
E
D
H
Recreational
Recreational
Activities
Activities
G
F
J
E
Dining
Dining
N
Night
Night
Accommodatio
Accommodatio
nn
Departure
Departure
C
K
D
M
O
11
A-
Reservation Desk
B-
Bell Desk
C-
Front Office
D-
E-
Engineering Department
F-
Gymnasium
G-
Swimming pool
H-
Sports
I-
Spa
J-
K-
L-
Kitchen
M-
Account Department
N-
Stores
O-
Cashier
Documentation Management
12
2.2.2
Documentation Management
Guest
Guest
arrival
arrival
Discussio
Discussio
nn
List
List
downthe
the
down
D
E
activities
activities
Function
Function
Dining
Dining
and
and
D
E
entertain
entertain
ment
ment
Endofofthe
the
End
function
function
D
A
G
2.2-process map for functions
13
A-
Front Office
B-
Banquet Office
C-
D-
Engineering Department
E-
F-
Kitchen
G-
Bell Desk
Documentation Management
14
2.2.3
Documentation
Arrive
At
hotel
Give
Check
Go to
bags to
In
room
Receive
bags
porter
Sleep
&
shower
Call
Receive
Dining
room
foods
&
resting
service
Check
out
and
leave
Front Line
Staff
Greet and
Process
take bags
registration
Deliver bags
Deliver Foods
Process
Check out
Take food
order
Background
Process
Take bags to
room
Prepare foods
Registration
system
2.3-process map for the journey of the customer through a hotel
Registration
system
Documentation Management
RECREATION SWIMMING
2.3.2
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2.3.3
Documentation Management
HOUSE KEEPING
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2.3.4
Documentation Management
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Documentation Management
The head of the department of every department responsible for control the
document management process of the hotel. They responsible for give guidance to
his followers to keep proper documentation management process within the
department. They have to more concern on proper record keeping, indexing,
storage, change, renewal and removal of documents
Executive managers are responsible for support top managers to maintain the
document management process of the department
Other low level managers are responsible to handle all the documents related
activities of the organization.
All the workers of the organization are also responsible for managing a proper
documents management system. Out sourced staff also have to conform to these
requirements of the organization.
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Documentation Management
The requirement of a new document may rise up in an organization at any time. So there
must be a proper, pre-decided procedure should establish in an organization to face that
scenario. Mount Lavinia hotel has followed a procedure for the preparation of new
document for their organization.
3.2.1.1 Step 01
The person that has the requirement of the new document submits a request from under
Administration department by using a form called New Document Request Form
(NDR). In that form they have to mention about following data to refer to the document
handling sub division.
3.2.2
STEP 02
After that the form will submitted to the Administration department they have to analysis
the situation and submit a report on it to the top management (Directors, chiremen) of the
Hotel.
3.2.3
STEP 03
In monthly meeting the top management decides whether the document is essential or not.
If the top management gives the permission to prepare the document it will inform to
Administration department executive to prepare it.
3.2.4
STEP 04
When preparing the new document the executive of administration has the power to select
a resource person for the task. The resource person may either in-house person or
outsourced person.
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3.2.5
Documentation Management
STEP 05
The format of the document should match with the current document using in the hotel. It
means the header, footer, position title. Position of the sub titles should not be changed.
Coding of the document should do by prevailing coding system.
STEP 01
The management committee should study the document after preparation. This
management committee includes members from corporate management and the head of
the relevant department.
3.3.2
STEP 02
After review the document the committee approves it or advice on the required changes
of the documents. Approval or changes may inform to the department in a written manner.
When consider the recruitment of candidates in Mount Lavinia hotel they open the
employee personal file for carry out their task. In this file mainly includes employee
personal information, complains, awards, requirement procedure and resign procedure.
3.4.2
FORMS
There are various types of forms in this department such as EPF form, ETF form,
application form, job card and etc. The forms are operational documents and it is help full
to control internal process of the organization.
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3.4.3
Documentation Management
HR MANUAL
Manual is a set of policies and procedures. Human Resource manual is very important
document for that department mainly its include HR procedure, recruitment process,
responsible person, duties and responsibilities, medical insurance, leave procedure,
qualification of each designation and rules & regulations.
3.4.4
INSURANCE DOCUMENTS
In this document consist of who are the insurance parties, how to claim the insurance and
instructions, rules and regulation regarding the insurance matter.
3.4.5
TRAINING SCHEDULE
When recruitment of employee in Mount Lavinia hotel they give guideline for identify to
their task and how to conduct their training period in successful with in training time
period.
3.4.6
Since recruitment of candidates in this hotel they given company profile for new comers
which are include history of hotel, vision, mission, objectives, contact address,
departments and their procedure and etc.
3.4.7
RECORDS
All types of raised (filled) documents are known as quality records. Records have many
formats, including paper and electronic. The records are including employee register,
performance record, visitors record and etc. Records are used to keep the details for
technical parameters and daily operational activities and record as evidence of past work.
3.4.8
When establish whatever organization they must follow and maintain legal, regulatory
and statutory documents. As a hotel establishment they get approval from relevant
authorities, follow up what are the current legal statement regarding hotel process and etc.
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3.5.1
Documentation Management
PROCEDURES
Procedure is a guide which understanding process and it is a step by step guide to direct
the reader through a task. Procedure documents are less formal by nature, and the subject
matter normally requires only the approval of senior management. In the Mount Lavinia
hotel engineering department is follow following procedures.
3.5.2
CHECK LIST
Mainly its include maintenance check list and safety check list such as pump house
check list, generator check list, heavy machine check list. As well as use by check list
they can identify drawbacks in maintenance procedures and safety management system
within the hotel. In addition to that engineering department has so many machines for
carry out their operation so, they should maintain that machines in regularly. They used
check list for doing maintenance activities according to order and schedule.
3.5.4
ENGINEERING MANUALS
Engineering manual is very important document for people who are done in maintenance
activities in proper manner.
3.5.5
The machines should be regularly operated, there may be so many breakdowns so, and
the machines are regularly maintained. Preventive maintenance schedules are help full to
reduce break down of machines.
3.5.6
REPORTS
A report is very important and formal document that is use various purposes, generally,
findings pertaining to a given or specific task are written up into a report. Reports are
considered to be legal documents in the workplace and, thus, they need to be precise and
accurate. Following reports are use in this hotel such as progress report, energy audit
Department of Building Economics
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Documentation Management
report, duty manager report, night manager report and etc. When consider the duty
manager report as a hotel, appoint duty manager for monitor the day to day activities and
in this hotel that person change in day by day. And also he or she maintains duty manager
report of regarding those activities. As well hey appoint manager in night shift he is called
night manager and also he should be keep night manager report for record of those
activities.
3.5.7
Test certificate are one of document type in this hotel. As well as this hotel has high risk
machines such boilers and some kitchen equipments. So they get license for run that
machines and the authorized person come in to the hotel and check the machine operation
and give the licence.
3.5.8
STANDARDS
In this hotel follow various standards for various purposes like ISO 9000, 14000 and
HACCP. Those are here in written procedure and they follow up that document to carry
out their process.
3.5.9
Work instructions are more important to lower level employees like technician and
labours. In this instruction book are describe detail of how to carry out particular work
process. In Mount Lavinia hotel work instructions are mainly used engineering
department.
3.5.10 MAINTENANCE POLICY
Maintenance policy consist the objectives, principles, rules, and guidelines formulated or
adopted by the hotel to achieve the proper maintaining procedure within the hotel. This
policy is maintained by the engineering department.
3.5.11 LOG SHEETS
There are several log sheets for several equipments such as as chiller log sheet, boiler log
sheet etc.
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Documentation Management
HOUSEKEEPING MANUALS
REPORTS
In this department follow various types of reports for carry out their process such as;
3.6.3
The room boy reports is maintain room boy and its include room No, how many times of
cleaning the room, who are the supervisor, each room occupied or not, inform room
damages guest needs and wants and how many missing items in room and etc.
Supervisor reports
Occupancy reports
3.6.4
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Documentation Management
QUALITY PROCEDURE
It consist the quality requirements of food and beverage and quality of other services. The
meal also provided according to the quality procedure.
3.7.2
According to food safety management manual provide control of food safety hazards and
ensure that food is safe at the time of human consumption. And also this manual provide
all the food processes and food safety standards.
3.7.3
HACCP PLAN
INVOICE
Received and delivery of goods in purchasing department issue invoice and it is evidence
of that work.
3.8.2
QUOTATIONS
In purchasing department is call quotation for get the goods and they used quotation form
for that task.
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3.8.3
Documentation Management
PURCHASING REQUEST
Purchasing request is also one of the documents of use in the purchasing department. It is
use to request of goods from the purchasing department by other department.
3.8.4
PURCHASING ORDER
The purchasing order is other type of document of use in purchasing department, request
the purchase of goods and then they use purchasing order document for send to supplier.
POLICIES
SAFETY POLICY
Health and safety policy statement of intent which includes the health and safety aims and
objectives of the organization, duties and responsibilities of the employees regarding
health and safety and all the other procedures relate for safety.
3.9.3
SAFETY PLAN
Safety plan include various safety features, safety action, hazards and how to prevention
of that hazards with safety manner etc.
3.9.4
Past records provide evidence of what happened, when it happened and who made
decisions. Records are used to keep the details for technical parameters and daily
operational activities. All the records have been given a identify number as well as the
according to the relevant department.
3.9.5
SAFETY MANUALS
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Documentation Management
This include various safety features, safety action, how to handle equipment with safety
manner etc.
3.9.6
Fire protection activities are one of the main activity in security department in that
department employees are follow up fire protection instruction document and it mainly
include how to conduct the emergency fire, what are the evacuation procedures, how to
action by fire fighting.
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Documentation Management
the organization has control and over which it can be expected to have an influence
Environmental Management System Manual of the company indicates the waste
management procedures that hotel no followed it.
In Documents Management related to ISO 14001 cover in Clause 4.4.5. It is describe the
documentation management procedure should be extended to cover the environmental
aspects of their quality management system. When registering to ISO 14001
organizations will want to ensure that the one to one match between the documented
process and what is actually practiced by the organization. Documents shall be subjected
to procedure to ensure that they can be:
Located
Reviewed
Maintained
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Documentation Management
Certification against the HACCP principles enhances the food safety management system
and products quality. It instantly demonstrates the commitment to producing or trading in
safe food, which can be particularly beneficial when hotels are subject to inspection by
regulatory authorities or stakeholders. Demonstrating a real commitment to food safety
can also transform hotels brand and corporate image and act as an effective entry-tomarket tool, opening up new business opportunities around the world.
HACCP is built around seven principles:
Keeping records
Systematic and regular auditing of the system in place by independent third party
certification bodies
ISO 22000 is HACCP (Hazard Analysis and Critical Control Points) System it describe
clause 4.2.2 control of documents. HACCP related documents are hazard analysis and
written HACCP plan, and records documenting the monitoring of critical control points,
critical limits, verification activities, and the handling of processing deviations. In
addition to that there are four types of records should be kept as part of the HACCP
program
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Description of the main element of the OH&S management system and their
interaction and reference to related documents.
Ensure that changes and the current revision status of documents are identified.
Ensure that relevant versions of applicable documents are available at point of use
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information; financial or health, for example, the need for regular access, and the security
of the storage facility, etc.
In addition to that in documentation management the Facilities Manager has a
responsibility to develop and maintain standard operating procedures, contingency plans,
emergency response procedures, preventive maintenance programs and all technical
documentation by ensuring they are accurate, accessible and clear in terms of individual
accountabilities.
Also, he should work with other executive managers who perform their tasks under FM
department to ensure the document management systems are maintained and developed
and accessible to all who need them. For that he needs to take the commitment of other
executive managers in the department for documentation management process. By doing
that enable to strength the communication with internal and external parties. Also train
them to keep documents and records in proper way.
Facilities manager should responsible to introduce flexible and clear documentation
management techniques and strategies to achieve departmental organizational goals
easily. Therefore to increase the knowledge and awareness of low level workers in
documentation management strategies he has a responsibility to conducting adequate
training sessions and brainstorming sessions etc. In addition to that facilities manager is
responsible to introduce international standards regarding documentation management
such as ISO 9001 standard and implement and maintain it within the organization
Hence, as described above Facilities Manager is essential to the success of documents
management system in the organization.
Engineering manuals
Catalogues
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Audit reports
Architectural drawings
Structural drawings
Installation manuals
warranty information
Completion certificates
Documentation Management
Housekeeping manuals
Supervisor reports
Occupancy reports
Menu cards
HACCP plan
Purchasing request
Purchasing order
Supplier lists
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Documentation Management
Safety policy
Safety rules
Safety plan
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Documentation Management
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Documentation Management
decision making regarding business performance, market position, future business plans,
etc. Due to these facts handling the day-to-day business activities of the organization was
difficult.
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information and that may increase the decision making process of the hotel.
Other than that by keeping the documents and records which are directly affect to the
decision making process in separate files manually can enhance the management decision
making process .in addition that it is most important to protect the privacy of such
documents.
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4.8.1
Documentation Management
IMPROVED EFFICIENCY
Proper Document Management helps to improve the efficiency of the hotel in many ways
i.e. by reducing time consumption, organized documents etc. therefore proper
documentation management systems guidelines such as guidelines of ISO 9000 assist to
implement, maintain and control the documentation management of the hotel .also it
helps to improve the business process of the hotel.
4.8.3
FLEXIBLE RETRIEVAL
Computerized documentation management systems reduce the time spending for locating
the document as they can retrieve without leaving a desk. Other parties who need the
same information in a document can also access other systems available from the desktop
at the same time as retrieving documents. With paper-based solutions documents are often
removed from storage and taken back to the desk to access other systems (which can lead
to loss, prevents others finding the same file, can be viewed by others).
4.8.4
NO LOST FILES
of
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4.8.6
Documentation Management
EASY REFERENCE
According to the Quality Management Systems, documents of the organization have been
appropriately organized and structured in a proper manner
4.8.7
The benefits generate by the good documentation improves the decision making process
and ultimately improve the management process and help to gain the competitive
advantages.
4.8.8
Businesses always engage in legal processes and the disputes. Documents assist in legal
process by providing written evidence. If an organization has well managed documents
procedure, it helps in legal activities.
Some of these accounting and night audit reports are twenty year old records which are
not useful to take business decisions in the current economic situation. These data can be
computerized if essential which minimises the space consumed by bulky files and papers.
4.9.2
The hotel has not removed old and rejected quotations, tender documents and bidding
documents where some of them have been rejected five years back. Purchase orders,
purchase requisitions, Goods receiving notes which are quite old are still kept.
Maintenance of these documents is waste of resources.
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4.9.3
Documentation Management
MAINTENANCE RECORDS
Records regarding maintenance and operation of critical equipment are health to maintain
throughout their lifetime. Even though long term record-keeping of non critical
equipment, disposed plant and equipment are not vital in decision making.
4.9.4
PERSONAL FILES
The personnel files of the employees who have resigned several years ago are still kept at
Human Resources department. Since these details are recorded at Labour department of
Sri Lanka, there is no need of keeping personnel files of old employees.
4.9.5
FUNCTION SHEETS
The banquet office of Mount Lavinia hotel maintains all the details regarding functions up
to previous five years. This period can be reduced to one year and dispose unnecessary
documents and records.
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year. It prevents chaos of plant and ensure smooth run of the hotel. Microsoft Project can
be used to prepare these schedules.
4.10.3 MEP DRAWINGS
Number of drawings such as architectural, electrical distribution, fire alarm system, fire
hydrant system and water supply system of the hotel are not competent enough to provide
accurate information. Because the utilities which have been introduced throughout last
few decades have not been updated in drawings. Some drawings are misplaced and torn.
These information should be immediately updated and hardcopies of the drawings can be
computerised with software such as AutoCAD.
4.10.4 FIRE EVACUATION PLAN
One of the important facilities management related documents are fire evacuation plan
and other risk related documents such as safety precautions regarding maintenance of
fatal equipment. Standard procedures should be introduced to increase safety.
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CONCLUSIONS
Globalization means that workplaces are ever more geographically dispersed. This means
that documents are also used more than ever by people in several countries and continents
for communicating and collaborating. A well-designed document management system
promotes finding and sharing information easily. It organizes content of the details in a
logical way, and makes it easy to standardize and it promotes well knowledge
management in the organization.
The importance of documentation in quality management systems is an important part of
running any successful business or organization to make sure that the organization always
has clear precise documentation for every single important transaction, process, and
action that takes place. This will allow having a clear reference point whenever anything
is in question.
Facilities manager is a person who is going to be a responsible body for well functioning
and well maintaining for all the noncore activities within an organization. The Facilities
Manager plays an important role in the management of documents of an organization to
achieve its service delivery objectives by providing efficient support services to carry out
the core business. To implement proper standards in the organization it is crucial to get
the contribution of Facilities Manager while implementing proper documentation
management practices.
The main objective of this course work was to identify and illustrate the documentation
management system and quality management procedures of a selected organization.
Through the selected organization, we were able to study the existing quality management
and documents management procedure and analyze the current situation with proposals
for further improvements. Ultimately it can be mentioned that documentation
management is a vital organizational process which increases productivity, profitability
and customer satisfaction.
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REFERENCES
SCS
Engineers.
Available
from:
Sri Lanka Standard institution (SLSI), 2004. SLS ISO 14001: 2004:
Environmental management systems: requirements with guidance for use.
Colombo: SLSI.
Sri Lanka Standard institution (SLSI), 2004. SLS ISO 22000: 2004: Foods Safety
management systems: requirements with guidance for use. Colombo: SLSI.
Sri Lanka Standard institution (SLSI), 2004. SLS ISO 9001: 2008: Quality
Management systems: requirements with guidance for use. Colombo: SLSI.
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