Caribbean Community ≠ EDICT OF GOVERNMENT ± In order to promote public education and public safety, equal justice for all, a better informed citizenry, the rule of law, world trade and world peace, this legal document is hereby made available on a noncommercial basis, as it is the right of all humans to know and speak the laws that govern them. CRS 14 (2010) (English): Good Management Practices for MSMEs CARICOM REGIONAL STANDARD Requirements for good management practices for micro, small and medium enterprises CRS 14: 2010 Caribbean Community CARICOM Regional Organisation for Standards and Quality (CROSQ) 2nd Floor Nicholas House 29 & 30 Broad Street Bridgetown, St Michael Barbados T: 246.622.7670 | F: 246.622.7678 Website: http://www.crosq.org © CROSQ 2010 – All rights reserved Unless otherwise specified, no part of this publication may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying and microfilm, without permission. CARICOM REGIONAL STANDARD Requirements for good management practices for micro, small and medium enterprises CRS 14: 2010 CARICOM Regional Organisation for Standards and Quality (CROSQ) 2nd Floor, Nicholas House 29 & 30 Broad Street Bridgetown, St. Michael Barbados T: 246.622.7670 | F: 246.622.7678 Website: http://www.crosq.org © CROSQ 2010 – All rights reserved. No part of this publication is to be reproduced without the prior written consent of CROSQ. ISBN 978-976-95187-6-6 ICS 03.120.10 CRS 14: 2010 AMENDMENTS ISSUED SINCE PUBLICATION AMENDMENT DATE OF TYPE OF NO. OF TEXT TEXT OF NO. ISSUE AMENDMENT AFFECTED AMENDMENT ii CRS 14: 2010 ATTACHMENT PAGE FOR CRS AMENDMENT SHEETS iii CRS 14: 2010 Committee representation This CARICOM Regional Standard was prepared under the supervision of the Regional Technical Committee for Conformity Assessment (RTC 2), (hosted by the CARICOM Member State, Guyana), which at the time comprised the following members: Members Representing Mr. Anthony Ross (Chairperson) Guyana Manufacturers and Services Association Ms. Sharon Alexander Small Business Bureau, Ministry of Tourism Industry and Commerce Mr. Marlan Cole Food and Drug Analyst Department Ms. Ramrattie Karan Guyana National Bureau of Standards Ms. Indira Mattai Environmental Protection Agency Ms. Judy Semple-Joseph Empretec Guyana Ms. Karen Vansluytman Ministry of Labour, Human Services and Social Security Mr. Patrick Zepher Guyana Small Business Association Mr. Elton Patram (Technical Secretary) Guyana National Bureau of Standards iv CRS 14: 2010 Contents Foreword .............................................................................................................................................. 1  1 Scope ...................................................................................................................................... 2  2 Normative references .............................................................................................................. 2  3 Terms and definitions .............................................................................................................. 2  4 Requirements .......................................................................................................................... 4  4.1 General .................................................................................................................................... 4  4.2 Policy and objectives ............................................................................................................... 4  4.2.1 General .................................................................................................................................... 4  4.2.2 Policy ....................................................................................................................................... 5  4.2.3 Objectives ................................................................................................................................ 5  4.3 Planning and process control .................................................................................................. 5  4.3.1 General .................................................................................................................................... 5  4.3.2 Work environment ................................................................................................................... 5  4.3.3 Environmental management .................................................................................................... 5  4.4 Implementation ........................................................................................................................ 6  4.4.1 Structure and responsibilities ................................................................................................... 6  4.4.2 Documentation ........................................................................................................................ 6  4.4.3 Competence, awareness and training ..................................................................................... 7  4.5 Measurement, analysis and improvement ............................................................................... 7  4.5.1 General .................................................................................................................................... 7  4.5.2 Customer satisfaction .............................................................................................................. 7  4.5.3 Internal audits .......................................................................................................................... 7  4.5.4 Control of non-conforming products ......................................................................................... 7  4.5.5 Corrective actions .................................................................................................................... 7  4.5.6 Preventive action ..................................................................................................................... 8  4.6 Management review ................................................................................................................ 8  4.6.1 General .................................................................................................................................... 8  4.6.2 Review input ............................................................................................................................ 8  4.6.3 Review output .......................................................................................................................... 9  4.7 Continual improvement ............................................................................................................ 9  Annex A (informative) Example of a policy ........................................................................................ 10  Annex B (informative) Acts and regulations ....................................................................................... 11  Annex C (informative) Example of a procedure ................................................................................. 12  Annex D (informative) Training matrix sample ................................................................................... 14  List of tables Table D.1 — Training needs for year 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