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QuadGen Wireless Solutions Pvt Ltd.
Integrated System Manual: ISM-001 V3.1

19/08/2021
Integrated System Manual

ISM – 001 V3.1
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Document Checking and Approval

Human Resource
Controlled by Date 19/08/2021
Kartik S
Checked by Date 19/08/2021
VP
Approved for
QuadGen Kartik S Date 19/08/2021
Wireless by
VP
This document contains information that is proprietary and confidential to QuadGen Wireless
Solutions Pvt. Ltd, which shall not be disclosed, transmitted or duplicated, used in whole or in
part for any purpose other than its intended purpose. Any use or disclosure in whole or in part of
this information without written permission of QuadGen Wireless Solutions is prohibited. Any
other company and product names mentioned are used for identification purposes only and may
be trademarks of their respective owners.
© QuadGen Wireless Solutions Pvt. Ltd All rights reserved.
Current Version
Document No, Date Description

ISM-001 V3.1, 19/08/2021 This Integrated System Manual contains policies that
have been implemented at QuadGen Wireless
Solutions Pvt. Ltd.
Replaced Document
Document No, Date Description
10/04/2018 Initial Release

QPM-001 V1.0, 10/04/2018 Updated to comply TL9000
QPM-001 V2.0, 02/05/2020 Changed CTO, COO,CXO to VP(Vice President)
ISM-001 V3.0, 01/07/2021 Added requirement of ISO14001:2015 and ISO45001:2018
ISM-001 V 3.1 19/08/2021 Added requirements of stage 1 External Audit
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About Integrated System Manual
Structure of the Manual:
The Integrated System manual is structured as shown in the table of contents. All the sheets are
serially numbered. The issue number and date, revision number and the revision date are also shown
on each sheet.
Description:
The Integrated System Manual gives reference to the Integrated System Policy & objectives,
documented information maintained and retained and its approach towards each clause of Integrated
Management System as per standards.
VP approves all the procedures referred in the Integrated system manual. Integrated system manual is
reviewed as and when required. Circulation, revision and amendments to Integrated system manual are
controlled. The uncontrolled copies are issued to customers on request as decided by the MR. Such copies
are stamped as “UNCONTROLLED” Copy.
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Table of Contents
1. Purpose of QuadGen Wireless Solutions Private Limited (QWSPL)

2. Normative Reference
3. Terms & Definitions
4. Context of the organization
4.1. Understanding the organization and its context
4.2. Understanding the needs and expectations of interested parties
4.3. Determining the scope of the Integrated system management system
4.4. Integrated System management system and its processes
5. Leadership.
5.1. Leadership and commitment, Leadership and worker participation
5.1.1.General
5.1.2.Customer focus
5.2. Policy
5.2.1.Establishing the Integrated system policy
5.2.2.Communicating the Integrated system policy
5.3. Organizational roles, responsibilities and authorities.
5.4. Consultation and participation of workers
6. Planning
6.1. Actions to address risks and opportunities
6.1.1.General
6.1.2.Environmental Aspects
6.1.3.Hazard Identification and assessment of risk and opportunities
6.1.4.Compliance Obligation
6.1.5.Determination of legal requirement and other requirement
6.1.6.Planning action
6.2. Integrated Management system objectives and planning to achieve them
6.3. Planning of changes
7. Support
7.1. Resources
7.1.1.General
7.1.2.People
7.1.3.Infrastructure
7.1.4.Environment for the operation of processes
7.1.5.Monitoring and measuring resources
7.1.6.Organizational knowledge
7.2. Competence.
7.3. Awareness
7.4. Communication
7.5. Documented information
7.5.1.General
7.5.2.Creating and updating
7.5.3.Control of documented information
8. Operation
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8.1. Operational planning and control

8.1.1.General
8.1.2.Eliminating Hazards and reducing OH&S risks
8.1.3.Management of change
8.1.4.Procurement
8.2. Requirements for products and services
8.2.1.Customer communication
8.2.2.Determining the requirements for products and services
8.2.3.Review of the requirements for products and services
8.2.4.Changes to requirements for products and services
8.3. Design and development of products and services
8.3.1.General
8.3.2.Design and development planning
8.3.3.Design and development inputs
8.3.4.Design and development controls
8.3.5.Design and development outputs
8.3.6.Design and development changes
8.4. Control of externally provided processes, products and services
8.4.1.General
8.4.2.Type and extent of control
8.4.3.Information for external providers
8.5. Production and service provision
8.5.1.Control of production and service provision
8.5.2.Identification and traceability
8.5.3.Property belonging to customers or external providers.
8.5.4.Preservation
8.5.5.Post-delivery activities
8.5.6.Control of changes.
8.6. Release of products and services
8.7. Control of nonconforming outputs
9. Performance evaluation
9.1. Monitoring, measurement, analysis and evaluation
9.1.1.General
9.1.2.Customer satisfaction
9.1.3.Evaluation of compliance
9.1.4.Analysis and evaluation
9.2. Internal audit
9.2.1.General
9.2.2.Internal Audit Programme
9.3. Management review
9.3.1.General
9.3.2.Management review inputs
9.3.3.Management review outputs
10. Improvement
10.1. General
10.2 Nonconformity and corrective action
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10.2 Incident, Nonconformity and corrective action

10.3 Continual improvement
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Acronyms
QWSPL - QuadGen Wireless Solutions Pvt Ltd.

VP - Vice President
BD - Business development
AMC - Annual Maintenance Contract
HW - Hardware
AC - Air Conditioning
LAN - Local Area Network
LRU - Line Replaceable Unit
ATP - Acceptance Test Procedure
ATR - Acceptance Test Report
SCM - Supply Chain Manager
QAD - Quality Assurance Department
HR - Human Resource
GM - General Manager
QMS - Quality Management System
NCR - Non-Conformance Report
OTD - On Time Delivery
CTO - Chief Technology Officer
COO - Chief Operatng Officer
ISM - Integrated System Manual
MR - Management Representative
ISP - Integrated System Procedures
IMS - Integrated Management System
VP - Vice President
EMS - Environmental Management System
OH&S - Occupational Health & Safety
AIR - Aspect Impact Register
HIRA - Hazard Identification and Risk Assessment
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1 Purpose of QuadGen Wireless Solutions Private Limited (QWSPL)

QuadGen Wireless Solutions Pvt. Ltd. With in Bangalore, India and Muscat, Oman is an overlay Telco
grade 5G Wi Fi services provider and Network Engineering Solutions provider for Smart City & Fiber
Grids.
In order to achieve the above objective, QWSPL established Integrated Management system conforming
to ISO 9001:2015, & TL9000 V R6.2/R5.6., ISO14001:2015 and ISO45001:2018
2 Normative Reference
This Integrated System Manual is based on requirements given in respective standards.
3 Terms & Definitions
The terms defined in TL9000 R6.2/R5.5 i.e. Critical items, Key characteristics, Product safety and
Special requirements have been considered in developing the Integrated Management System. Also
considered terms defined in ISO14001:2015 and ISO45001:2018 standards.
4 Context of the organization
4.1 Understanding the Organization and its context.
Organization Overview
QuadGen Wireless Solutions Pvt. Ltd.(QWSPL) has proven credentials with a time-tested history of
growth in profitable businesses by building high quality, reliable telco grade Wi-Fi networks, Network
engineering for Smart Cities & Fiber grids. The QuadGen team has industry experts of 40+ professionals
with subject matter expertise(SME) in 4G/3G/Wi-Fi based wireless networks, IP & Optical Tx networks.
Organization activity involves building ,deployment and commissioning of telecom infrastructure such as
WiFi, Fiber Grid Network , Smart Cities and ICT projects completed in BSNL, Bhubaneshwar Smart City
, KSITM Kerala and APSFL Telangana. Same projects and commissioning is targeted in Muscat through
our Oman Office.
Issue Identification
QWSPL has identified the following internal and external issues that are relevant to its purpose and its
strategic direction and that affect its ability to achieve the intended result(s) of its Integrated management
system.
QWSPL monitors the issues and review information about these external and internal issues during
Management Review meetings.
External Issues:
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QuadGen Wireless in its business service delivery to end customers identified following external issues
1. QuadGen depends on their suppliers for supply of all related network equipment for establishing
Wi-Fi network at hot spots, smart city network solutions in respective cities, state fibre grid
networks for respective state governments
2. Engagement of field service partners for service delivery
3. Interaction with end customers to secure the purchase orders
4. Obtaining the approval for network commissioning and procedures for O&M activities
5. Final disposal of our products
6. Mock drill conducted by building authorities
7. Environmental Communication
8. Pandemic and global outbreak such as Covid 19
9. Change of Governmental Rules (India & Oman)
Internal Issues:
QuadGen has internal processes to ensure the end objectives with reference to following
1. Training of human resource pool for engineers to be deployed in the services like installation
and commissioning, integration and network operational support for O&M.
2. QuadGen faces continued need of human resource skill updating on a periodic basis and faces
the churn that is normally applicable to Indian industry in managing the human resources.
3. QuadGen engineering support functions involves the exposure to the human resources in the
domains of carrier Wi Fi services, Optical network architectural evolution and Smart City
solutions involving IoT, NOC establishment, Data Center establishment etc.
4. QuadGen believes in protecting the process-oriented knowledge by taking measures to ensure
the employees follow the process compliance.
5. QuadGen internal organizational policy is to reward and recognize the employees and
partners for their service delivery thus having a gradation system to do the proper rating of
suppliers and partners.
6. QuadGen complies to all statutory governance norms corresponding to statutory payments to
be made to Govt. of India towards employee salary disbursement and allowance disbursement
and related benefits and compensation related payments.
7. QuadGen ensures a highly productive, comfortable and global class facility management to
enable employees to deliver their tasks in a highly productive environment with high levels of
productivity and efficiency. newly inducted employees on the relevant organisational
requirements.
8. First Aid and Fire fighting training to employees
9. Yearly health check up and assessment of all the employees
10. Minimal use of Water , paper and energy.
4.2 Understanding the Needs and Expectations of Interested Parties
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QWSPL has determined the following interested parties that are relevant to the Quality Management
System and their requirements which are relevant to the Quality Management System.
QWSPL monitors and reviews the information about these interested parties and their relevant
requirements during Management Review meetings.
External Interested parties:

1. Customers
2. Suppliers
3. Manufacturers
4. Government bodies monitoring statutory requirements.
5. Bankers
6. External service providers
7. Neighbours
Internal Interested parties:
1. Employees
2. Stake holders of the company.
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Needs and expectations of interested parties and risks associated with them. (QMS)
Interested Any risk in not meeting the Needs

Needs Expectations Actions to mitigate the risk Responsibility
party & Expectations
QuadGen ensures the selection of global class networking

products to meet the functional and parametric specs of the
Deviation in networking products products meeting the end customer requirement meant for
Supplied networking and network Engg. services/ not deployment in segments of Wi Fi, smart city and state Fiber grid.
meeting some critical parameters QuadGen’ s engg service delivery has measurable metrics to Technical
products and network
ensure the tasks are performed as per the end objective and as per Manager/Technical
Engg. services to meet
pre-agreed quality processes Director/Project
their Quality
Managers
requirements
Timely Customers to provide feedback on
delivery and no service delivery, lack of feedback Customer interaction teams are in regular touch with customer, so
complaints may result in no repeat orders relationships are maintained and feedbacks are received ontime
Customers

1. Aim to supply the networking products within committed and

Service delivery & agreed timeline of customer by effective coordination with
Network networking product suppliers namely Cisco, Ruckus etc.
commissioning with in Network Engg. Service delivery VP
time supply of 2. Field service partners would be selected based on their ability
networking products to perform the Engg, task within the stipulated productivity matrix
mutually agreed.
Faster response to
Low customer satisfaction level and Revised delivery commitment with the customer is pre-agreed to
customer post-delivery VP
not giving repeat orders. face the service delivery delays
complaints
Suppliers Clarity in Networking Delivery of Networking products have adequate Proper description of network product requirement and network SCM
products and network networking functional specifications at the time service delivery function with clearly identified timeline and Manager/Project
service delivery equipment on of ordering, thus minimizing the quantities. manager
requirements time potential rejection. Similarly network Appropriate payment terms negotiated and sufficient pre agreed
engineering service delivery has lead time given to suppliers
measurable and quantifiable task
completion status this minimizing the
risk of not meeting the service
delivery commitment
Not responding to future enquiries Monthly reviews by SCM Manager regarding bills clearance.
Timely clearance of
leading to missing of On time service SCM Manager
bills
delivery These are inbuilt in Purchase process.
Freezing of credit limit by bank Timely supply and installation of products to customer and regular
Company to reduce Availability of interaction with customers for clear the bills.
leading to non-payment of salaries to
Bankers overdraft and regular allocated funds These are inbuilt in Marketing process. VP
employees and default of payments
payment of interest. as required
to suppliers Bank with Top tier public/private banks with excellent history
Market survey by Business Development and increase customer
base and orders so that there is growth over year to year in turn
Emplyees Un happiness of employees leading
over.
Timely release of maintain to attrition and disruption in
Employees salaries and regular quality output activities which finally leading to This is inbuilt in HR Process. HR Manager
increments in salaries to meet service non-fulfilment of customer
delivery needs requirements.
Regular training and review meetings to ensure employee quality
output is maintained
Government Periodical monitoring of activities by MD.
bodies
Company to follow all Legal notices leading to litigation
monitoring NA VP
statutory requirements and cancel of company licence This is inbuilt in legal requirements monitoring process.
statutory
requirements.
Market survey by Marketing and increase customer base and
orders so that there is growth over year to year in turn over.
Financial and VP
high level Periodic board level reviews and reporting to the share holders and
Investors/ investors
Increase of turnover strategic Development of disinterest in
Shareholders
and business guidance to business leading to stagnation.
of company
executive
management Identification of new areas for growth and activities for the same.
VP
This is inbuilt in Marketing process.

Needs and expectations of interested parties and risks associated with them. (EHS)
Interested Any risk in not meeting the

Needs Expectations Actions to mitigate the risk Responsibility
party Needs & Expectations
Certification of
Compliance with
Customer EHS Loss of Business To comply with EHS VP
EHS Regulations
regulations
Safe Working No occupational Loss of employee
Employees Safe working practices and awareness trainings HR
conditions health issues productivity
Government
Periodical monitoring of activities by MD.
bodies Company to follow Legal notices leading to
monitoring all statutory NA litigation and cancel of VP
This is inbuilt in legal requirement monitoring
statutory requirements company licence
process.
requirements.
Investors/ Execution of safety Zero Tolerance
Bad impact on the reputation
Shareholders norms and to non Regular monitoring and arranging awareness sessions HR
of the organization
of company practices compliance
No discomfort due
Neighbours NA Loss in Mutual respect To maintain harmony and peace with the neighbours HR
to official activities
Harmony to the Contribution and
Local local community opportunities to Loss of Image and delay in Understanding and Maintaining good relationship Concerned
Communities without any the local project execution with local community Project Manager
hassles community
4.3 Scope of Integrated Management System
By considering the internal and external issues and needs and expectations of interested parties and as per
the products and services provided by QWSPL has finalised the following scope for Integrated
Management System.
Scope of ISO 9001:2015:
The scope of QuadGen Wireless Solutions Pvt Ltd. is to provide “Build & Deploy, with provisioning,
commissioning of Telecom Infrastructure Network Engineering Services in WiFi, Wireless, Data Centre,
Fiber Grid Network, Smart Cities, Core IP Networks, ICT and Telecom Projects”
Scope of TL 9000 V R6.2/R5.6:
The scope of QuadGen Wireless Solutions Pvt Ltd. is to provide “Build & Deploy, with provisioning,
Scope of ISO 14001 : 2015:
The scope of QuadGen Wireless Solutions Pvt Ltd. is to “Build & Deploy, with provisioning,
Scope of ISO 45001 : 2018:
The scope of QuadGen Wireless Solutions Pvt Ltd. is to “Build & Deploy, with provisioning,
Product Categories:
7.1.2 Provisionings
Note: In the scope, Wi-Fi represents wireless broadband service and Wireless represents cellular mobile
broadband and voice services
4.3.C.1 Clause Number 8.3 Design and Development of products and services is not applicable for
QWSPL as QWSPL provides Turnkey Network Engineering services only. There is no design of service
or product carried out. The planning activity for service delivery is limited to identifying deployment plan
provisioning and dimensioning of corresponding network elements for service delivey as agreed with
customer.
TL9000 Clause Description Justification

Clause
7.1.5.2.C.1 Equipment Identification: Monitoring and Equipment Identification is excluded
measuring equipment that is either inactive or since we do not employ any monitoring
unsuitable for use shall be visibly identified and and measuring devices during the product
not used lifecycle.
7.2.C.4 Electrostatic Discharge (ESD) Training ESD training is not applicable since we
do not produce any ESD sensitive
products or ESD is not produced during
the product lifecycle.
7.2.C.6 Where the potential for hazardous conditions Training on hazardous conditions is
exists, training content shall include excluded as we do not produce any
a) methods for task execution, product where potential hazardous
b) personal safety requirements and appropriate conditions exist.
protective equipment,
c) awareness of hazardous environment, and
d) Protection of the equipment
8.2.1.HS.1 Product Replacement: The organization shall Not applicable as QuadGen is only
maintain documented information for offerings services
identifying and replacing products that are unfit to
remain in service
8.2.1.HS.2 Notification About Critical Problem Report: Not applicable as QuadGen is only
The organization shall maintain documented offerings services
information to notify all customers who may be
affected by a critical problem report
8.2.1.V.1 Notification About Critical Problem Report: Notification about problems is excluded
The organization shall maintain documented as deployment is not our responsibility,
information to notify all customers who may be and any risks which are foreseen are
affected by a critical problem report being reported in weekly status reports.
8.3 Design and Development of Production and Not applicable as QuadGen is only
Services offerings services – No Product design is
in place
8.5.1.H.1 Periodic Retesting: The organization shall We do not produce any hardware
maintain documented information that ensures products and hence, this clause has been
products are periodically retested to assess the excluded from our scope
product's ability to continue to meet design
requirements.
8.5.1.H.2 Content of Testing: The initial test and periodic We do not produce any hardware
retest shall be more extensive than the routine products and hence, this clause has been
quality tests. The initial test shall include those excluded from our scope
that are contained in the customers and/or
organization’s product specifications and/or
contracts. The results of these tests shall be
documented.
8.5.1.H.3 Frequency of Testing: The organization shall We do not produce any hardware
establish and document the frequency for test and products and hence, this clause has been
periodic retest. excluded from our scope
8.5.1.HS.1 Installation Instructions: The Organization shall We do not produce any software products
establish and maintain documented installation and hence, this clause has been excluded
instructions. The installation instructions shall from our scope
identify the resources, the information required,
the sequence of events and any necessary retained
information.
8.5.1.V.2 Mechanical Tool Changes: The organization Mechanical tools are not applicable as we
shall maintain documented information to ensure do not produce any hardware products
the substitutions or changes to mechanical tools and hence, this clause has been excluded
used in performing the service do not adversely from our scope
affect the quality of the service
8.5.2.H.1 Traceability for Recall: Field Replaceable Units Our products and services are delivered as
(FRU) shall be traceable throughout the product per the contract agreed with the
life cycle in a way that helps organizations and customers, hence recalling unfit products
their customers to identify products being would not be applicable.
recalled, needing to be replaced, or modified.
8.5.2.H.2 Traceability of Design Changes: The We do not produce any hardware
organization shall define and implement methods products and hence, this clause has been
necessary to provide traceability of design excluded from our scope
changes to identifiable manufacturing dates, lots,
or serial numbers.
8.5.2.HS.1 Product Identification: The organization shall We do not produce any
establish and maintain a process for the hardware/Software products and hence,
identification of each product and the level of this clause has been excluded from our
required control. scope
8.5.4.C.1 Electrostatic Discharge Sensitive (ESDS) ESD sensitive protection is not applicable
Protection: Where applicable, ESD protection since we do not produce any ESD
shall be employed for components and products sensitive products or ESD is not produced
susceptible to ESD damage. during the product lifecycle.
8.5.4.HS.1 Packaging and Labelling Verification: The The services are delivered through file
Organization shall establish and maintain transfers .So this clause is excluded
methods to ensure that the packaging and
labelling of products and components conform to
specified requirements
8.5.4.HV.1 Deterioration: Where the possibility of Deterioration is excluded since the
deterioration exists, the organization shall product does not contain any materials
establish and maintain methods to determine which are prone for deterioration.
when materials that may impact product and The services are delivered through file
service quality have deteriorated or exceeded their transfers.
expiration dates, and assess any required
subsequent action
8.5.4.S.1 Software Virus Protection: The organization shall Not applicable as QuadGen is only
establish and maintain methods for software virus offerings services
prevention, detection and removal from the
deliverable product.
8.5.5.H.1 Testing of Repair and Return Products: Repair We do not produce any hardware
and return products shall be subjected to the products and hence, this clause has been
appropriate evaluation(s) and/or test(s) to ensure excluded from our scope
functionality to product specification(s).
8.5.5.HS.1 Emergency Service provisioning : The We do not produce any
Organization shall ensure the services and hardware/Software products and hence,
resources are available to support recovery from this clause has been excluded from our
emergency failures of product in the field scope
throughout its expected life
8.5.5.S.1 Software Patching Information: The Organization We do not produce any Software
shall maintain documented information for products and hence, this clause has been
software patching that excluded from our scope
8.6.S.1 Test Documentation: Software test shall be We do not produce any Software
conducted to a documented test plan. Information products and hence, this clause has been
retained from testing shall include excluded from our scope
a) Test Results
b) Analysis of the Test Results
c) Conformity to expected results
d) Problem reporting for nonconforming
items
9.1.3.C.2 Field Performance Data & Service Field work remains out of scope for us
Performance Data: The quality management and hence, this clause has been excluded
system shall include the collection and analysis of from our scope
product or service performance data including no
trouble found (NTF) for hardware and software
products which can be used to help identify the
cause and frequency of failure.
10.2.1.S.1 Problem Resolution Not Applicable as QuadGen is only
Network Services provided company
Scope- QMS
Site No Site address Scope

“Build & Deploy, with
QuadGen Wireless Solutions
provisioning, commissioning of
Pvt. Ltd,
Telecom Infrastructure Network
#607, World Trade Center,
Engineering Services in WiFi,
1 Brigade Gateway, Dr. Rajkumar
Wireless, Data Centre, Fiber Grid
Road, No.26/1, Malleswaram
Network, Smart Cities, Core IP
West, Bangalore,
Networks, ICT and Telecom
Karnataka – 560055
Projects”
Pvt. Ltd,
At-Jharapada, Canal Road Plot
2 no. 42/3929 and 42/3010/3930
PS-Laxmi Sagar, Dist Khorda,
Bhubaneswar, Odisha - 751006
Projects”
Scope- EHS
Site No Site address Scope

Pvt. Ltd,
#607, World Trade Center,
1 Brigade Gateway, Dr. Rajkumar
Road, No.26/1, Malleswaram
West, Bangalore,
Karnataka – 560055
Projects”
QuadGen Telecommunication provisioning, commissioning of
Solutions LLC Telecom Infrastructure Network
Murtafaat, Al-Matar, Al-Seeb P Engineering Services in WiFi,
2 O Box A2004, Postal Code-111, Wireless, Data Centre, Fiber Grid
Muscat, Sultanate of Oman Network, Smart Cities, Core IP
Projects”
4.3.C.2 TL 9000 Profile and Scope
QuadGen, in coordination with certification body, has determined:-
- The scope of TL 9000 and ISO 9001 in Section 4.3 of this Quality Manual
- Requirements identified as not applicable
- Measurement exemptions--Nil
- Registration specialty options--V
- NACE Codes—71.1
- Product Categories – 7.1.2 (Provisioning)
- Locations—Bangalore & Bhubaneswar
- ISO 9000 version--2015
- TL 9000 and measurement release version—TL9000 V R6.2/R5.6
- Use of advance surveillance and reassessment procedure--NA
All these requirements are identified in Section 4.3 of this Integrated System Manual.
4.4 Integrated Management System Requirements:
4.4.1 QWSPL has established, implemented and maintaining, and continually improving an
Integrated management system, including the processes needed and their interactions, in accordance
with the requirements of ISO 9001:2015 & TL9000, ISO14001:2015 and ISO 45001:2018
The key process of the Integrated Management System and the authorities responsible for the said
processes are determined as under.
Process Monitoring methods Measurements Performance Indicators
100% met
<90%
Sales Sales reviews, Orders booked Monthly/Quarterly targets >100%
Project Plan,
PEP, Project Trackers, Deadlines met as per PEP,
Project Planning Project meetings Customer feedback <99%
Ontime payments,
Ontime delivery of material,
Reviews, Ontime release of PO,
SCM Management reports Accuracy of PO release 99.50%
Ontime delivery, Customer
Service Delivery Service delivery trackers, feedback
Internal audits,
Records, MRM, Documentation, NCR reports,
Quality Assurance Performance evaluation on time delivery
Reviews, No complaints,
Feedback, Issues raised and resolution,
HRD Training Competency response time for issues
No of tickets raised,
Admin Daily checklists, time to resolve Time to resolve in days
EMS Process Reviews and reports Legal compliance Timely submissions

Occupational health issues,
OH&S Process Health reports Health Indicators Yearly Basis
The following processes have been outsourced from private agencies.

Process Responsibility for Supervision
Maintenance of Air conditioner, Admin Manager
UPS, coffee machines
Temporary Staffing HR & Admin Manager
QWSPL ensures full control over the above processes by regular supervision. The following controls are
applied on external service providers depending on the extent of impact on meeting the customer
requirements.
a) Maintenance of Air conditioners, UPS, Coffee machine

Admin Manager is responsible for the above outsourced process. He/She arranges annual
maintenance contracts with reputed/proven agencies. He/She keeps regular interaction with them for
planned preventive maintenance as well as break down maintenance.
The following general controls are applicable on all external service providers.
1. Evaluation and registration of external service provider.
2. Assessment of service provider.
3. Risk assessment and mitigation actions for identified risks if any in selecting that service provider.
4. Yearly Performance evaluation of service provider and actions if the performance is not meeting
the requirements.
5. Incoming inspection of the products/ services provided.
The Integrated Management System processes have been documented in Process Manual QPRM-
001, which contains Process definition for each process consisting of Process Inputs, Process
Methods, Resources required, Process controls, process outputs and process Measures (Key
performance indicators) required for checking effectiveness of the process whether the planned
results of the process have been achieved or not.
In addition, the key IMS processes and processes of some of the core activities have been
documented in QWSPL Procedures.The following Procedure documents are present in procedures
Procedure No. Clause No. Procedure for
QWSPL/ QSP – 5.1.2 5.1.2 Customer Focus

QWSPL/QSP-6.1 6.1 Risk Management
Risk Management Project planning and
QWSPL/QSP-6.1.1 6.1.1
execution
QWSPL/QSP-6.3 6.3 Planning of Changes
QWSPL/QSP-7.1.2 7.1.2 Human Resource Management
QWSPL/QSP - 7.1.4 7.1.4 Facilities Management
QWSPL/QSP - 7.1.5 7.1.5 Monitoring and Measuring Resources
QWSPL/ QSP - 7.5 7.5 Documented Information
QWSPL/QSP - 7.5.3 7.5.3 Control of Documented Information
QWSPL/ QSP - 8.2 8.2 Requirement for Product and Services
Control of Externally provided processes,
QWSPL/ QSP - 8.4 8.4
products, and services
QWSPL/ QSP - 8.4.1.C.2 8.4.1.C.2 External Provider Performance Management
QWSPL/ QSP - 8.5 8.5 Production and Service Provision

QWSPL/ QSP - 8.6 8.6 Release of Product & Services
QWSPL/ QSP - 8.7 8.7 Control of Non-confirming outputs
QWSPL/QSP- 9.1.3 9.1.3 Analysis and Evaluation
QWSPL/ ISP - 9.2 9.2 Internal Audit
QWSPL/ ISP - 9.3 9.3 Management Review
QWSPL/ ISP- 10.2 10.2 Corrective Action
QWSPL ISP - 10.3 10.3 Continual Improvement
QWSPL/ISP-14001 - EMS process
QWSPL/ISP-45001 - OH&S
The effectiveness of the process in terms of realisation of planned activities and effectiveness of
process in terms of achievement of planned results (meeting the targets for Key performance
indicators) is evaluated.
The sequence and interaction of the processes are shown in a flow diagram in the figure enclosed in
next page.
IMS Process Interaction Map
5
Leadership
5.1 Leadership & Commitment
5.1.1 General
Leadership of QWSPL provides evidence of its commitment to the development and implementation of
the Integrated management system and continually improving its effectiveness by:
a) Taking accountability for the total IMS
b) Integration of IMS requirements into Business Processes
c) Promoting the use of the process approach and risk-based thinking

d) Communicating to all employees the importance of meeting customer as well as statutory and
regulatory requirements,
e) Communicating to all employees the importance of meeting key performance indicators of the
respective processes.
f) Communication to employees about ethical behaviour
g) Establishing the IMS policy and IMS objectives which are compatible with context and strategic
direction of the organization;
h) Conducting management reviews
i) Ensuring the availability of resources.
j) Leadership is committed to promoting continuous improvement of the IMS implemented. IMS is

considered essesntial, critical and vital part of all business processes of the company and is part of
all reviews for all departments
k) The Leadership identifies and promotes leaders at functional department and project level by
enabling them with all necessary training financial and resource support for service delivery as
per customer, IMS and company requirements
l) Protecting workers from hazard and promoting workers for reporting incidents
m) Ensuring establishment and implementation of process for consultation , participation and

functioning of health and safety committee.
5.1.2 Customer Focus
Leadership of QWSPL is in regular contact with customer to understand their requirements and take all
measures to ensure that the product being delivered meets all their requirements in order to enhance
customer satisfaction.
Periodical monitoring of activities and all necessary statutory legal requirements are ensured to be in
compliance by VP. This is inbuilt in legal requirements monitoring process
FMEA is carried out for service delivery and mitigation actions are taken where ever there is a possibility
of deviation from customer requirements.
QuadGen as part of Corporate Responsibility and Interaction will sponsor the Technology based events
yearly where the new customers will be identified by giving the exposure of our solutions.
Corporate Responsibilities to the Internal Community will be communicated in Town hall addressing and
company annual event(QFEST) by company leadership team.
The Leadership shall ensure on time delivery of services offered.
Performance is periodically measured as per the established standards and appropriate corrective and
preventive actions are taken if planned results are not achieved.
To ensure on-time delivery of the services, VP conducts monthly review meetings to monitor the status of
service deliveries and to expedite the different activities.
5.1.2.C.1 Customer Communication Method
QuadGen has established a documented procedure for communicating with customers. QuadGen
maintains a complaint management system for all Critical, Major or Minor complaints/input from
customers. QuadGen also maintains a customer satisfaction mechanism for input and feedback from its
customers. This information is distributed to our employees for changing and promulgating best practices.
5.2 Policy
5.2.1 Establishing the IMS Policy
QuadGen Wireless Services delivery model conforms to International Quality Standards with every
employee, engineer, and executive embracing the QuadGen corporate Quality statement. QuadGen is
focused in delivering best quality, highly efficient and service competency solutions to its customers.
Company also fulfills the requirement of Environment , Health and Safety by adopting continual
improvement . Company is
 Ensuring zero error and on time delivery every time for customer delight
 Aiming at Excellence in Service Delivery for achieving customer’s KPIs.
 Expertising resources with exposure to the latest industry standard tools for maintaining
customer’s competitiveness.
 Delivering operational efficiency with best productivity norms for best customer satisfaction
 Aligning organizational suite of service offerings, processes, and service standards with
customer focus
 Ensuring to fulfill all compliance obligations
 Ensuring to eliminate hazard and reduce OH&S risk
 Ensuring consultation and participation of workers
 Ensuring to protect environment and to minimize pollution
Date Approved by
01-07-2021 Vice - President
5.2.2 Communicating IMS Policy

QuadGen communicates the IMS policy to all employees and relevant interested parties and make sure it
is understood and applied through out. It is documented and available for reference in IMS.
5.3 Organizational Roles, Responsibilities, and Authorities
QWSPL has ensured that the responsibilities and authorities are determined and communicated within the
organisation. The duties of senior management / departmental heads are as shown below. The
departmental heads shall distribute the work among the people working under their control.
Management ensures that the processes are delivering their intended outputs by review meetings, project
status reviews, customer satisfaction reviews, regular team meetings
Org chart – Refer QF-5.3.2 Org Chart
1) Chairman
Responsibilities:
- Provide overall strategic leadership guidance & direction and ensure it meets strategic objectives
- Provide guidance to all others in managing the company
- Liaison with all external agencies and regulatory bodies
- To explore possibilities on business development and allocate the resources.
- Overall responsible to ensure implementation of Environment , OH&S management system.
Authorities:
- Authorised for all financial sanctions.
2) Vice-President
Responsibilities
- Responsible for all Quality Assurance activities including quality control of incoming and
outgoing materials of QWSPL and liaison with customers in quality and qualification
requirements of QWSPL.
- Control of non-conforming services, in co-ordination with service delivery Dept. and initiate
corrective/preventive action.
- Attending customer complaints. Recording, Monitoring & implementation of corrective action in
co-ordination with sales and service delivery teams.
- Part of management committee and reports on the effectiveness of IMS to management
committee in management review meeting
- Responsible to ensure implementation of Environment , OH&S management system
Authorities
- Vice President will have organizational freedom and unrestricted access to Leadership to resolve
IMS management issues.
3) Director Sales:
Responsibilities
- Co-ordination between the customer and various departments of the QWSPL

- Determination and review of customer requirements in co-ordination with service delivery.
- Receiving customer complaints, forwarding to Technical Director.
- Promotion of engineering services to other segment of markets.
Authorities
- To access customer and interface with any function/department and even Leadership in respect of
any Corrective/Preventive action on customer Satisfaction/Dissatisfaction.
4) Technical Director:
Responsibilities
- Service delivery planning and execution.

- Skill development of operators and supervisors.
- Control of service delivery process & maintenance of respective records.
- Control of non-conforming services and reporting effectiveness of corrective/Preventive actions.
Authorities
- To review/approve all the process documents, procedures, work instructions and guidelines as
required in the service delivery process.
5) SCM Manager:
Responsibilities
- Vendor initial evaluation, registration and maintaining approved suppliers register.

- Yearly supplier performance evaluation in co-ordination with Q.A.
- Material planning and purchase of materials.
- Receipt, storage, preservation, handling & accounting in-coming Products and materials.
- Issue of materials and accounting.
- Storing with clear identification of nonconforming materials & reports to VP.
- Ensuring Environmental related communication to external provider.
Authorities
- To review and finalise the material plan(prepared on the basis of planned deployment and stock-
in-store).
- To approve the “ordering” for procurement.
- To review the material stock.
- To approve the material issue.
- To take corrective action on the N.C. Materials by interfacing with supplier & Q.A Manager.
6) Project Manager:
- Coordination between various external and internal teams to ensure timely service delivery
- Maintain project trackers
- Coordinate with project delivery teams in customer organization
- Ensuring consultation and participation of workers related to OH&S management
- Providing awareness on environmental management system requirements.
7) HR & Admin Manager:
Responsibilities
- Responsible for general administration of QWSPL.

- Responsible for House keeping
- Responsible for maintenance of infrastructure.
- Responsible for monitoring & control of all outsourced activities.
- Ensuring consultation and participation of workers related to OH&S management
- Providing awareness on environmental management system requirements.
- Ensuring testing of emergency situations /Mock Drills
- Maintaining health status of employees
Authorities
- To finalise the list of suppliers for outsourced activities.

- To purchase materials for the purpose of emergency repairs.
8) Management Representative
MR appointed by management takes care of below responsibilities and authority, irrespective of
other responsibilities. MR holds responsibility and authority for oversight of the following
requirements.
- Ensuring that the IMS management system conforms to the requirements of this International
Standard
- Ensuring that the processes are delivering their intended outputs.
- Ensuring the promotion of awareness of customer requirements throughout the organization, and
- Ensuring the promotion of customer focus throughout the organization
- Ensuring that the integrity of the IMS management system is maintained when changes to the
IMS management system are planned and implemented.
- Ensuring establishment , implementation and maintenance of IMS management system
MR responsibilities also include Liaisoning with external parties on matters related to the IMS
management system and he has absolute freedom and unrestricted access to Leadership to resolve IMS
management issues.
9) IT Manager
- Responsible for IT, WAN, computer and office network infrastructure

- Ensure all IT infra is available to ensure project and support teams are adequately equipped to
ensure service delivery as per quality management system
- Evaluate new and latest IT tools and software/Hardware as required to improve service delivery
efficiency
10) Others
Responsibilities and authorities for all the other positions are defined in HR Manual
-------------------------------------------
5.4) Consultation and participation of workers (ISO 45001:2018)
- Providing mechanism, time, training and resources necessary for consultation and participation
- Providing timely excess to clear, understandable and relevant information about OH&S
management system
- Identification and removing of obstacles or barriers for participation and minimize those that
cannot be removed.
- Emphasizing consultation and participation of Non-Managerial workers by involving them in all
OH&S activities and conducting regular participating meeting .
6. Planning
6.1 Actions to Address Risks and Opportunities

QWSPL has determined the risks and opportunities arising out of external and internal issues and needs
and expectations of interested parties that are relevant to QWSPL IMS.
QWSPL has finalised the actions given in table below, to be taken to address the above risks and
opportunities and embedded these actions into IMS at various processes.
Risk involved in OH&S hazards, environmental aspect and impacts, compliance obligations or identified
through risk analysis.
Any risk in not meeting the
Interested party Needs Actions to mitigate the risk Opportunities Responsibility
Needs & Expectations
QuadGen ensures the selection of global class networking
products to meet the functional and parametric specs of the
Deviation in networking
products meeting the end customer requirement meant for
products and network Engg.
deployment in segments of Wi Fi, smart city and state
Supplied networking services/ not meeting some
Fiber grid. QuadGen’ s engg service delivery has Technical
products and critical parameters 1. Quadgen will get more
measurable metrics to ensure the tasks are performed as per Manager/Technical
network Engg. the end objective and as per pre-agreed quality processes busuness based on the Director/Project
services to meet their quality of service
Customers to provide feedback Managers
Quality requirements provided and Costomer
on service delivery, lack of
satisfaction in turn will
feedback may result in no
repeat orders result in growth of the
Customers organigation

2. Deliveing the service
1. Aim to supply the networking products within within the deadline
Service delivery & committed and agreed timeline of customer by effective increases the trust of the
Network coordination with networking product suppliers namely customer on quadgen ,
commissioning with Network Engg. Service delivery Cisco, Ruckus etc. results in improvement in
in time supply of 2. Field service partners would be selected based on their the business. VP
networking products ability to perform the Engg, task within the stipulated
productivity matrix mutually agreed.
Faster response to
Low customer satisfaction level Revised delivery commitment with the customer is pre-
customer post-
and not giving repeat orders. agreed to face the service delivery delays
delivery complaints
Suppliers Clarity in Networking products have Proper description of network product requirement and Adds efficiency in terms SCM
Networking products adequate functional network service delivery function with clearly identified of time and money Manager/Project
and network service specifications at the time of timeline and quantities. manager
delivery ordering, thus minimizing the
requirements potential rejection. Similarly
network engineering service
delivery has measurable and
quantifiable task completion
status this minimizing the risk
of not meeting the service
delivery commitment
Not responding to future Monthly reviews by SCM Manager regarding bills
Timely clearance of
enquiries leading to missing of clearance. SCM Manager
bills
On time service delivery These are inbuilt in Purchase process.
Timely supply and installation of products to customer and Improvement in credit
Freezing of credit limit by bank regular interaction with customers for clear the bills. rating which inturn opens
Company to reduce
leading to non-payment of These are inbuilt in Marketing process. opportunity to higher
Bankers overdraft and regular VP
salaries to employees and credit limits which inturn
payment of interest.
default of payments to suppliers Top tier public/private banks grows business
Market survey by Business Development and increase

Un happiness of employees customer base and orders so that there is growth over year
Timely release of to year in turn over.
leading to attrition and Greater productivity
salaries and regular
Employees disruption in activities which This is inbuilt in HR Process. inturn reflects in HR Manager
increments in
finally leading to non-fulfilment organization growth
salaries
of customer requirements.
Regular training and review meetings to ensure employee
quality output is maintained
Government Periodical monitoring of activities by VP.
bodies Company to follow Legal notices leading to
monitoring all statutory litigation and cancel of NA VP
statutory requirements company licence This is inbuilt in legal requirements monitoring process.
requirements.
Market survey by Marketing and increase customer base
and orders so that there is growth over year to year in turn
over.
Willing to bring in more
Investors/ Periodic board level reviews and reporting to the share
Increase of turnover Development of disinterest in capital to business which
Shareholders of holders and investors VP
and business business leading to stagnation. inturn helps in
company Identification of new areas for growth and activities for the organizational growth
same.
This is inbuilt in Marketing process.

Risk Assessment (EHS)
Issues Interested Parties Risk/ Opportunities Level Mitigation/Action Plan Responsibility/Target
Employees and Preventive measures and

Pandemic Health Hazards High HR
employer government guidelines
To arrange proper E waste
Improper disposal of SCM/
General Public Environmental Imbalance Medium disposal by identifying
our final products December 2021
authorized agencies
Mockdrill conducted Regular Arrangement and
Employees and HR & Admin
by building Adherence to regular schedule Low monitoring of mock drill
employer Ongoing
authorities schedules
Environmental HR& SCM
Suppliers, Employees Non Adherence Low Regular communication
Communication Ongoing
Inadequate EHS
training to Employees and Non Adherence to EHS To arrange training for first HR
Medium
employees employer requirement Aid and Fire Fighting September 2021
Adequate use of
resources such as Employees and To promote and maintain
Minimized resource consumption Medium HR/Ongoing
water, paper , Employer optimum resource utilization
electricity etc
Plan and achieve EHS Management/HR
NoEHS certification Employer Loss of Business Medium
certification September 2021
Safeworking Employees and HR
Improved productivity Medium Regular Monitoring
conditions employer Ongoing
Non Adherence to Employer and Legal Obstacle in the business Regular review of legal HR & Project manager in
Medium
legal requirement Regulatory Bodies process. compliance respective sites.
6.1.2 QuadGen integrate and implement the opportunities and risk actions into its IMS management system and these actions are evaluated to
measure the effectiveness
6.1.2 Environmental Aspect (ISO 14001:2015)
Based on the potential impact, actions are addressed for risks and opportunities, Evaluations carried out for verifying the effectiveness of
Implemented actions. Environmental aspect/impact register is maintained considering all environmental aspects of activities, products and
Services and their associated impacts considering life cycle perspective. During preparation of aspect impact study following are
considered
- New developments
- Modified activities
Significant aspects are communicated at all levels in the organization. Aspect/Impact register reviewed on yearly basis
6.1.2. Hazard Identification and assessment of risk and opportunity (6.1.2.1 Hazard Identification) ISO 45001:2018
A process established, implemented and maintained for hazard identification i,e ongoing and proactive. The process taking account
Following:
- Social Factors, Leadership and culture of the organization (including work load, work hour victimization, harassment etc.)
- Routine and non- routine activities and situations including hazards arising from various factors such as infrastructure, equipment
material, service design, testing, human factors etc.
- Past relevant incidents, internal or external to the organization , including emergencies and their causes
- Potential emergency situation
- People including workers, Contractors, visitors, vicinity of workplace persons who can be affected by the organization and workers at
location not under the control of the organization.
- Any other work related issues including design of work areas, processes, installations, machineries/equipment situation occurring in the
vicinity of workplace which can cause injury and ill health to the person.
- Actual or proposed changes in the organizations, operation, processes, activities and OH&S management system
- Changes in knowledge and information about the hazards
6.1.2.2 Assessment of OH&S Risks and other risks to the other OH&S management system (ISO 45001:2018)
Process established , implemented and maintained to assess OH&S risks from identified hazards while taking into account the
effectiveness
Of existing controls. Determined and assessed other risks related to establishment, implementation, operation and maintenance of OH&S
Management system
HIRA register maintained for each section. Methodology and criteria are established to assess OH&S risks in HIRA register.
6.1.2.3 Assessment of OH&S Opportunities and other Opportunities for OH&S management System
Process established, implemented and maintained to access
- OH&S opportunities to enhance OH&S performance while taking into account planned changes to the organization, its policies, its
processes or to its activities
- Opportunities to adopt to work, work organization and work enrollment to workers
- Opportunities to eliminate hazards and reduce OH&S risk
- Other opportunities for improving OH&S management system
6.1.3 Compliance obligation (ISO 14001:2015)
6.1.3 Determination of Legal Requirement and other Requirement (ISO 45001:2018)
Legal register is established as documented information which shows all legal and other requirement, compliance obligation and status
Of meeting such obligations.
6.1.4 Planning Action.(ISO14001:2015)(ISO 45001:2018)
Organization taking action to address
- Risk and opportunities

- Significant environmental aspect
- Legal requirement and other requirement, compliance obligations
- Prepare for and response to any emergency situation
These actions are integrated with business process, implemented and evaluated for effectiveness
6.2 IMS Objectives and Planning to Achieve Them
6.2.1 QWSPL has established the following IMS objectives that are documented and applied at relevant functions, levels, and processes needed
for the Integrated management system and communicated to all process owners responsible for operation of the processes and responsible to
achieve the planned results.In addition this QuadGen management will come up with Annual Operation Plan(AOP) to identify the requirement of
resources to achieve the objectives.
6.2.1.C.1 TL 9000 Measurement Targets
Quality Objectives of QuadGen also includes the targets for the TL 9000 measurements defined in the TL 9000 Quality Management System
Measurements Handbook
6.2.2 QWSPL has established the following IMS objectives, consistent with the IMS Policy:
a) Continual improvement in business and all business processes of the company.

b) Timely execution of contracts & improvement in delivery schedule adherence
c) Compliance to service delivery quality metrics.
d) Conformance to QoS delivery engineering task and conformance to the network product installation and commissioning as per the
requested specifications.
e) Knowledge enhancement and human skill development though training to meet the OMC commitment over a longer period of the project
cycle.
All the above objectives are measured as applicable at all functions and levels as shown below.
Process Responsibility Quality Objective/KPI Metrics for Target Actions to achieve the targets
Market survey by Marketing and increase
Increase in value of orders
customer base and orders so that there is
Sales booked vis-à-vis previous % Value(>10%)
VP growth over year to year in turn over.
year
Delivery of PEP to Regular monitoring of progress by VP
VP Project Execution Plan, service delivery team
Planning
BOM finalization and BOM to SCM
team on time(>99%)
% of orders delivered Regular monitoring of Progress of orders
within committed by Leadership by periodical reviews.
Technical On Time Delivery, Delivery period,
Service Delivery &
Manager/Project Customer complaints, Numbers
Support
Manager CSAT <4 per year/1 per
Quarter, CSAT -
100%
Supply of networking % work orders Periodical review of Purchase & Stores by
products and service missed OTD due to Project Managers/Technical Managers/VP
delivery to the end customer material shortages
SCM within specified time, (<1%),
SCM Manager Reduction of Discrepancies No. of Discrepancies
in Stock, Vendor evaluation <1%,
for critical vendors Annually
HR, Admin & IT HR & Admin Enhancement of % of employees
Manager, IT undergone minimum Periodical review of HR and IT activities
Organisational knowledge
Manager 2 hours training in a by VP.
and awareness,Reduction of
year.(95%),
office infrastructure down
% Sleep time of
time
desktops (<1%)
Management Annually, Periodical review by VP
Document review,
Representative Annually,
Quality Assurance Internal audits,
Annually
MRM
HR Periodical review by HR/Use of 1 sided
paper
Environment Reduction of Paper wastage 5% Annually
Increased usage of soft copies
HR Periodical review of safety measures and
OHSMS Accidents Zero precautions at workplace
HR Yearly health check up and analysis of the

OHSMS Occupational health index Zero same
HR Periodical review by HR. Replace with

Reduction of electricity LED lights
Environment 5% Annually
consumption
6.2.3 Inorder to achieve IMS objectives, QuadGen has determined
f) Constant updation of IMS for continual improvement and compliance to establish IMS
g) Resources required are identified in Quality team consisting of MR, Technical manager, Technical director
h) Quality team , management team, functional head will be responsible
i) Continous process with yearly internal audits and periodic management reviews and reviews at functional level
j) The results will be evaluated in Internal audit results, customer feedback, NC review and corresponding Corrective Action Report and
Preventive Action Report
6.2.2.C.1 Customer Input
QuadGen utilizes the monthly metric report for judging the performance leading to customer satisfaction. In addition, the customer
feedback system is utilized to obtain input from customers and to implement changes within its process.
6.2.2.C.2 External Provider Input
Working with suppliers is critical to overall quality. QuadGen has several suppliers those are selected/recommended by the customers or
by market survey. QuadGen utilizes their feedback to obtain and maintain overall quality. For this purpose, periodic information is taken
from their web portals/individual interactions regarding any change in quality or related issues impacting the overall quality of QuadGen.
6.2.2.C.3 Long and Short Term Quality Planning
QuadGen long and short term quality planning is part of the KPI or contractual requirements. QuadGen has set its own goals. For each
Work Order, the planning for delivery of services is communicated to customers. Mapping of these delivery planning is done and reported
to management.
6.3 Planning & Management of Changes
The changes to Integrated Management System are controlled as per Procedure for control of Documents ISP-7.5.3.
QuadGen ensures that no changes are made to the previously agreed statements and approved key personnel. However, should the need arise due
to replacement of personnel, equipment or process, all amendment shall be discussed and approved by VP and CEO as per management of change
policy.
7 Support
7.1.1 QWSPL has determined and provided the resources needed for the establishment, implementation, maintenance, and continual
improvement of the quality management system.,
QWSPL has considered the capabilities of, and constraints on, existing internal resources; and found that the following services have to be
taken from External providers as existing resources are not adequate to take up those processes.
QuadGen has processes and policy to enlist qualified vendors to supply the networking equipment, IT equipment and associated electro
mechanical items as per the desired technical specifications. Such OEM and technology partners offered customer support functions also in
a minimal manner to complement the prime customer support services offered to the end customer.
QuadGen has a process and policy also for registering a field service partner(FSP) to act as sub-contractor for I&C services under the
supervision of QuadGen engineering work force. QuadGen ensures the periodic training program for such FSPs as sub-contractors. Thus,
FSPs support QuadGen in the process of engineering service delivery to QuadGen’ s end customers.
Quadgen has established a HR manual with all the policies, procedures, forms, records related to
 Evaluation of new potential human resource recruitment requirements
 Training and skill updation on periodic basis to support engineering and associated support functions in the domains of
carrier Wi Fi , Optical Network infra and Smart City solutions involving IoT etc.
 Reward and recognition policy for employees and field service partners to reduce churn
 Policies complied to all Govt. statutory requirements related to employee salary requirements and other employee welfare
7.1.1.C.1 Business Continuity Planning
QuadGen has established and maintain a documented plan for continuity of operations, infrastructure and security restoration to ensure the
company’s ability to continue to support its products and services.
These plans include the crisis management, disaster recovery and information technology. These plans are revised on yearly basis for their
effectiveness by management.
7.1.2 People
QWSPL has determined and provided the persons necessary for the effective implementation of its quality management system and for the
operation and control of its processes.
7.1.3 Infrastructure
We have all the office infrastructure
1. Office work station infrastructure

2. Office LAN/WAN infrastructure
3. Office voice communication and conference system
4. UPS infrastructure
5. Facility management infrastructure
6. Server and storage infrastructure
7. Cyber security infrastructure
8. ERP system infrastructure
7.1.3.1.C.1 Infrastructure Security
In order to comply with the security needed to protect our infrastructure, Quadgen premises are secured with security guards in addition to access
controls and also installed surveillance system to monitor the activitiy within the premises.
We backup the video from surveillance system for 30 days, so that we can go back and review an incident or security breach, we will be able to
do so and provide the data to authorized personnel. As QuadGen is a service based company, our infrastructure also includes data security. We
have implemented following technologies to secure and backup our data:
- Servers for backup of applications and data.

- Secondary server in case of any failure in primary server
- Daily on shore data backup and off shore backup in case of any incidents
7.1.4 Environment for the Operation of Processes

QuadGen has global work environment conforming to all external, international and National labour conformance rule including equal opportunity
employer without any biased caste, gender nationality etc. QuadGen HR manual gives the complete detail of code of conduct, ethics, recruitment
policy, reward and recognition policy, performance management process and compensation benchmarking policy etc.
QuadGen has initiated “QuadGen Staff Recreation Committee” to conduct recreational activies which will be funfilled, creative and entertainment
oriented, which will inturn help reduce stress, prevent burnout and make them proactive emotionally.
7.1.5 Monitoring and Measuring Resources
7.1.5.1 General
QuadGen has built-in Quality Assessment and Assurance processes for ensuring the Quality of NW products and Network Engg services
for monitoring and measurement requirements at different stage of service delivery of the Projects .Such Testing Procedures are prepared
and made available to the Team to ensure Acceptance testing of the Equipment Functions and Service Delivery functions.. The Service
delivery / QA team carries out the AT procedures well ahead of Customer Testing to check whether the NW product and NW engg service
delivery fulfils the acceptance criteria.
QWSPL has the Field Engg resources needed to ensure that monitoring and measurement of NW product and NW engg Service functional
test is carried out ,to provide evidence of conformity of NW product to determined customer’s requirements and the NW Engg Service
fulfils the desired QoS .
7.1.5.2 Measurement traceability
QWSPL maintains the NW product Functional test/NW Performance tests results and has well defined MoPs for NW engg task completion as pre
check method and acceptance criteria. Only authorized trained personnel shall be working with the MoP based NW Service Delivery and nobody
is authorized to do any deviations to MoP without the permission of Servcie Delivery Head and /or Head-QA.
Reference
List of Work Instructions for Wi-Fi Servcie Delivery
7.1.5.2.C.1 Equipment Identification
Monitoring and measuring equipment that is either inactive or not suitable for use are identified and not used. All monitoring and measuring
equipment that does not require calibration are also identified.
7.1.6 Organisational Knowledge
QWSPL has determined the knowledge and Competency necessary for the operation of its Service delivery processes and to achieve conformity
of NW products and NW engg services.
This knowledge shall be maintained and be made available to the extent necessary.
When addressing changing needs and trends, QWSPL considers its current knowledge and determines how to acquire or access any necessary
additional knowledge and required updates.
The following measures are taken to maintain and retain organisational knowledge.
1) Ensure retention through regular backups and protective storage procedure

2) Sharing of knowledge established through proper confidentiality and pilferages
3) Knowledge transfer through mentoring and training
4) Effective tracking /monitoring of project ‘s status with proper strategies to ensure successful completion, whenever there is a sudden exit or
long absence of employee.
The following measures are taken to address changing needs and trends
1) QuadGen arranges training programs by industry leading trainers on new technologies

2) QuadGen adopts new trends in industry by getting their employees and technical leaders access to the conferences, webinars that are
conducted on the emerging technologies
7.2 Competence
For competence, training and awareness of its personnel, QWSPL performs the following steps
QWSPL has determined the necessary competence for personnel performing work affecting product requirements in the following way.
Technical Managers/Project Managers/Technical Directors shall identify the skills required for the people working in their department. They will
assess the competency of each of the persons in their department, for each of the identified skills in a scale of 0-5 and map it in a competency
matrix as per JD format. They will also define the competency level required for a person to perform a certain function. A copy of the competency
matrix shall be forwarded to HR.
QWSPL ensures that the human resources are competent on the basis of appropriate education, training, education or experience in the following
way.
 While recruiting a person, Qualification and experience is considered and during interview the person is assessed for necessary knowledge
and Competence required. After recruitment the Managers of concerned process shall put him on the job training to acquire the necessary
Competence on Organisational knowledge required.
 If the actual competency level is less the required level respective Managers shall take necessary actions like asking the person for self-
study / on the job training / in-house class room training by or external training. The Managers shall intimate the training requirements to
HR department by end of April every year. HR department shall finalize the training plan as per format No ‘QF-7.2.1 V1.1 Employee
Completancy Matrix’ for the year and arrange the necessary training as per requirements given by Managers.
 The Managers shall evaluate the effectiveness of the actions taken for enhancing the skill of the individual. The Managers shall observe
the performance of the individual for around one month after the training and evaluate the effectiveness of the training and send it to HR
for further action.
 The HR department shall maintain the records of training conducted and list of all the employees attended training in the format ‘QF-7.2.1
V1.1 Employee Competancy Matrix’ The HR department shall prepare an excel sheet for each training programme conducted during the
month and forward the sheets to VP. HR Manager along with VP shall conduct a review meeting when it is needed.
Reference
Employee Competency matrix QF-7.2.6
Employee Competancy Matrix QF-7.2.1 V1.1
Employee Group Training Record QF-7.2.6.1
7.2.C.1 Internal Course Development
Training is provided to QuadGen employees to improve their competency and on best practices that will enable them to be more productive &
effective and to bring efficiency in overall process. QuadGen utilizes the course development and structure to maintain consistency within its
overall program. All training sessions conducted are recorded.
7.2.C.2 Quality and Process Improvement Concepts
Processes that have direct impact on customer quality have specific training requirements to ensure customer satisfaction. Periodically the
processes are reviewed based on the feedback/complaints received from customer and we do make necessary changes to improve process.
7.2.C.3 Quality Training Opportunity Awareness
Tasks that have direct impact on service quality are assigned with experienced employees and provided with additional training by subject matter
experts(SMEs) on customer communication methods so that customer will be able to understand what we are trying to communicate which will
result in better quality of service.
7.2.C.4 ESD Training: Not Applicable (Refer Section 2.0)
7.2.C.5 Advanced Quality Training
Based on the advanced competency requirements, QuadGen will sponsor their employees to get additional training provided by external agencies
QuadGen provides employees with advanced quality training in the areas of data collection and analysis, bench marking of competitors.
These advance data collection and analysis are as per the Quest Forum TL 9000 measurements Handbook guidelines.
Apart from measurement handbook data analysis, problem identification and analysis to determine if the problem is an isolated issue or a recurring
issue, and lastly provide the corrective and preventive action which will be incorporated into our quality process and our methods and procedures
are also given.
7.2.C.6 Hazardous Conditions Training Content: Not Applicable

7.2.HV.1 Operator Qualification and Requalification : Not Applicable
7.3 Awareness
The Technical Directors/Technical Managers ensure that individuals working in their section are aware of the IMS policy, relevant IMS objectives
and their contribution to the effectiveness of the Integrated management system, including the benefits of improved performance, and the
consequences of not conforming with the Integrated management system requirements, applicable Integrated management system documents &
changes, contribution to product conformity, product safety and ethical behaviour. For this purpose, HOD conducts standing meeting daily with
people in the section.
Persons working in the organization are made aware of incidents and outcome of investigation , hazard and OH&S risk , environmental aspect and
impact related to that area.
HR Manager/Team ensures every employee is made aware of his/her job profile, contribution to quality, reporting events and maintaining
records., importance of knowing the use of products / potential impact of failures and ethical conduct during the induction /refresher training
session .
Every employee is also made aware of commitment to conducting QWSPL’s business in a manner that is consistent with the highest ethical and
legal standards by the VP during employee meets which is held at least once in a year.
7.4 Communication
 QWSPL has determined the need for internal and external communications relevant to the Integrated management system mostly via
emails.
 QWSPL communicates with customers for understanding requirements, for submitting quotations, for getting purchase orders. Most of the
communication with customer is by Sales and Project managers.
 QWSPL communicates with suppliers for getting quotes, for placement of orders, for expediting supplies etc. This communication is done
by Supply Chain Management.
 QWSPL communicates with statutory bodies and tax authorities for implementation of various legal issues. This communication is done
by Company Secretary.
7.4.C.1 Organization Performance Feedback
A mechanism has been developed to inform the personnel of its quality performance and the level of customer satisfaction including the results of
management review, findings of internal audit, important action taken on customer complaints etc
7.5 Documented Information.
7.5.1 General
Documented Information of QWSPL QMS is structured in 4 levels as explained below.
Level – I Integrated system Manual

This document lays down approach of QWSPL towards each clause of QMS ISO 9001:2015, TL 9000, ISO14001:2015, ISO45001:2018 with
proper relations and links with other tiers of IMS documents. It forms the basis of overall structure of the Integrated system and operation in the
company.
This Integrated system manual is prepared by MR in consultation with respective departmental heads and submitted for approval of the VP. After
approval of VP, the approved copy is converted to PDF and stored in central server and the location will be shared with all concerned. The control
and issue of Integrated system Manual is carried out as mentioned in Procedure for control documents.
The amendments / revision to Integrated System Manual as and when required are issued by MR after approval by VP. Whenever amended copies
of Integrated system Manual documents are issued, the obsolete / invalid copies are withdrawn by MR.
The Integrated manual is reviewed as and when required and at least once in a year. Changes in Integrated System Manual documents in brief are
given in the amendment sheet attached with the manual.
Level – II Integrated system Procedures
The Integrated system Procedures referred to in the Integrated system Manual ensures that the documented Integrated system is implemented
and sustained in line with ISO 9001:2015, TL9000, ISO14001:2015, and ISO 45001:2018. The Procedure Manual contains the procedures for
some of the Processes of QWSPL.
The approved Procedures are converted to PDF and the soft copies of the manual in PDF form is circulated to all concerned. The control,
issue and distribution of Integrated system procedure manual is carried out as defined in procedure for control of documents. Master copy of
Integrated system procedures are kept under custody of MR. Integrated system procedure manual is reviewed as and when required but at
least once in a year.
Level – III Process Manual

The Process Manual QPRM-01 captured a description of all the processes of QWSPL in terms of process inputs, Resources, activities, outputs,
methods, controls and quantified process measures for all processes.
The process measures have been identified by the concerned Departmental Heads in consultation with Leadership. Process measures are reviewed
and analysed during management review meetings.
Level–IV Service Delivery Documents, Work Instructions, Forms & Records:
Engg Service Delivery Documents:
a) Network design documents are provided to customers
b) Integrated Management System requirements imposed by the customers and applicable statutory and regulatory authorities as applicable.
c) NW engg Service delivery process documents such as process flow charts, Quality plans and control plans.
Work (MoP) Instructions:

The Work instructions provide guidance for day-to-day working in service delivery and other sections.
The
Work instructions if necessary, are prepared by concerned Technical Managers, and approved by VP. The same functional authorities that initiated
that original review and approval exercise the amendments and revision. The Master copy of all work instructions are kept under custody of MR.
Formats for Records

The format for records are standardized in consultation with Technical Managers/Technical Directors and approved by VP. Revision /
amendments if any are exercised by the same functional authorities. A master list of forms / formats / registers in use and their specimen are
available with MR.
All the integrated management system documents are put online to ensure that personnel have access to all documents and aware of relevant
procedures. Awareness programs are also conducted periodically so that all personnel are aware of the procedures.
7.5.2 Creation and updating of documented information

The creating and updating of documented information is as per documented procedure for control of documents QSP-7.5.3.
All the documents are identified by Document Title, Document number and Version.
All documents are in English language and in soft form. The PDF copies are circulated and stored in central network locations.
The documents are reviewed for suitability and Adequecy by competent authority and approved before issue of documents. Whenever the
documents are reviewed they are approved by same authority that has approved the original version.
7.5.3 Control of Documented Information

The documented information maintained and retained by QWSPL is controlled as per documented procedure for control of documents QSP-7.5.3
and documented procedure for control of Records QSP-7.5.3.
7.5.3.2.C.1 Control of Customer-Supplied Documents and Data

The company has also developed a procedure for control of customer supplied documents and data.
Reference: QSP-7.5.3: Procedure for Document & Record Control
8.0 Operation
8.1 Operational Planning and Control
QWSPL always plans the NW Services Projects based on Sales Projections by taking into consideration of RFP needs and expectations of
customers and actions identified to meet the requirements The controls required in NW Engg Services to meet the customer requirements are
defined and implemented.
 The NW products of QWSPL comprises IP-MPLS and Carrier WiFi Products.

 QWSPL has planned and established processes required for NW realisation.
 All types of resources are provided specific to the project.
 Trained supervisors and operators are provided.
 Quality objectives in the form of Service Delivery Process are identified.
 An Acceptance Test Procedure (ATP) as applicable if given by customer is forwarded to NW Services team and QA and NW
inspection is carried out as per acceptance criteria. If customer has not provided the Acceptance Test Procedure, NW Engg Services are
tested as per the Functional tests as the referenced by QWSPL.
 Records are maintained to have confidence that the Service Delivery processes have been carried out as planned and to provide
evidence that the realization processes and resulting NW meet requirements.
 Considering life cycle perspective organization established the control in the process in development and procurement process
 Relevant communications related to environmental and OH&S requirements are ensured to external providers and contractors
 Significant Environmental Impact of associated with transport, delivery end of life cycle treatment and final disposal of product and
services are as appropriate informed to the concerned parties
Any of the unintended changes are covered under interenal and external risk management .Anything further unintended is brought to the
Leadership , they will review and appropriate corrective action will be taken.
8.1.C.1 Life Cycle Model
QuadGen follows customer driven processes and maintains system to meet the customer requirement for delivering product to meet customer
needs and operate as per customer instructed processes during the life cycle of service delivery for the identified processes
8.1.C.2 Product and Service Security
QuadGen has maintained a procedure for risk assessment for the products throughout the life cycle. These are done as per the Risk
Management
8.1.C.3 End of Life Planning
End of life planning of service delivered is per the customer related processes, QuadGen does not have any products to plan for end of life
planning.
Note: QuadGen is an engineering services company this section may not be fully applicable, our business is customer driven, closure of any
service line by the customer implies that the customer does not need such services from QuadGen anymore or QuadGen may decide to
terminate a particular service/product based on business profitability
8.1. C.4 Tools Management

The organization ensures that internally developed software and/or tools used in the product life cycle are subject to the appropriate quality
method(s).
Note: QuadGen does not develop any software or tools in house.
8.1.1 Operational Risk Management
QWSPL has established a risk management process.
Risk Management in Sales: Before accepting any purchase order from a customer, the customer requirements are reviewed to check
whether any special requirements are there which involves risk. The customer requirements are analysed to check if any risk is there. If any
risk is there, risk analysis is carried out and mitigation actions are identified. The identified risk is communicated and monitored throughout
Service delivery. Head/Marketing is responsible for risk assessment in Marketing.
Risk assessment before accepting a purchase order: Form No. QF - 6.1.1
Risk Management in Purchase process: Whenever a new supplier is identified as a potential source, risk analysis is carried out before
adding the supplier in approved supplier list. The risk analysis covers risks associated with the capacity, experience and Human resources
and Process controls of the supplier and their ability to deliver products/ services as per QWSPL requirements. Head/Purchase is
responsible for risk assessment in Purchase.
Risk Management in NW Engg Servcie delivery Process: Irrespective of the customer and the type of Service Tasks, the Service
Delivery activities are same. Hence Engg Service Delivery Process compliance has been carried out and mitigation actions are
implemented. Technical Director/Technical Manager is responsible for risk assessment in NW Engg Service Delivery Process.
8.1.2 Service Delivery Management
QWSPL has established Service Management Process appropriate to the Service Delivery operations of the organisation.
QWSPL is responsible for NW products Supply, I&C as per Requirement documents supplied by the customer. Whenever any order is received
for NW Integration Services, the customer will send BOM, NW architecture, Functional Requirement and other drawings along with order. These
documents are forwarded to Service Delivery Functional team along with Work order. The customer document list is given in the work order for
identification of NW Product deployment required for NW service delivery. Engg Servcie delivery is carried out as per Customer documents
received along with work order. NW Engg Service and NW products are delivered as per the Design and Functional Specifications of the
Customer
8.1.2 Eliminating Hazards and Reducing OH&S Risk (ISO 45001:2018)
Established, implemented and maintained process for elimination of hazard and reducing OH&S risk using following hierarch controls:
- Eliminate hazard
- Substitute with less hazardous process, operation, material or equipment
- Engineering control and re-organization of work
- Administrative control including training
- Usage of personal protective equipment.
8.1.3 Management of Change (ISO 45001:2018)
Process established for the implementation and control of planned and permanent changes that impact OH&S performance including
- New/changed product, services and process

- Changes to the legal and other requirement
- Changes in knowledge or information about hazards and OH&S risk
- Development in knowledge and technology
The above consequences are reviewed and action taken to mitigate any adverse effect
8.1.4 Procurement (ISO 45001:2018)
Organization establishes process to control procurement of products and services in order to ensure conformity to its OH&S management
System which includes:
- Process for contract activities and operations which impact organization, contract workers and interested parties in the workplace
- Outsourcing arrangements are consistent with legal and other requirements.
NW Product and NW Service Delivery – Safety Precautions
QWSPL ensures all its NW products and NW engg Service comply with relevant safety directives to avoid any personal or property damage.
Any reasonably foreseeable risks that a product might pose to a customer during its intended use are prevented.
State-of-the-art technology NW products are chosen as Per Relevant Deployment standards to protect the products against possible product risks,
such as fire, hazardous voltages, mechanical and chemical hazards, radiation, and more.
Head of Servcie Delivery conducts standing meetings daily to create awareness among Engg staff and operators on actions to be taken to maintain
Quality and safety of products and how to take care of them.
Prevention of Counterfeit Products
QWSPL is only a Systems Integrator and procures NW products from an Authorised Global Supplier thro well established Distributors under
MAF process as per mandated documents by the customer i.e. it is built to Service and standards. Thus, the customer ensures the prevention of
counterfeit parts with seeking Compliance to Industry Standard / seeking MAF from OEM etc
All NW products procured are inspected 100% by incoming inspection to verify the part numbers and batch numbers as mentioned. The material
inspectors are trained on how to identify a counterfeit part.
QWSPL has implemented appropriate control processes for the prevention of use of counterfeit or suspect counterfeit parts and their inclusion in
products delivered to customer through the following processes, as addressed in the purchase procedure
Training on the awareness and prevention of counterfeit parts
1. Procuring /purchasing parts from original manufacturers, authorized distributors, or other approved sources
2. Assuring traceability of parts and components to their original manufacturers comprising of the Original Equipment
Manufacturer (OEM) or authorized manufacturer certificate of conformance
3. Verification and test methodologies to detect counterfeit parts on goods receipt
 Verify Parts identification or marking
 Identify if procured /purchased parts are from original manufacturers, authorized distributors, or other approved sources
 Ensure certificate of conformance are from Original Equipment Manufacturer (OEM) or authorized manufacturer.
4. Quarantining, Reporting and Handling of suspect or detected counterfeit parts at use/goods receipt
 Segregate and keep suspected or known counterfeit products
 Ensure these products are not re-introduced into the supply chain
 Inform purchase and ensure it is sent back to the respective external provider with corrective action initiated from suppliers.
 Monitor future supplies and if found same, inform purchase so that external provider is blacklisted and removed from the Approved
Supplier List .
8.2 Requirements for NW Products and NW Engg Services
QWSPL has established and maintained documented quality management system for determination of requirements of customer before giving
quotation, review requirements to check whether they can be fulfilled and implement effective communication with customer and other related
activities. This is normally executed by Managing Director/ Head/Marketing.
8.2.1 Customer Communication

The Sales team will be interacting with customer through e- mails and personal visits starting from the enquiry stage to the delivery of the Service
to the customer. After receipt of order, Marketing communicates with customer with delivery schedule of the services. After delivery of the
service, the Sales/ customer support team shall be interacting with customer for acceptance of the service and release of payment. The Sales team
also interacts with customer for collection of feedback/ satisfaction rating.
8.2.1.C.1 Problem Severity Classification
Quadgen has classified the nature of problem/complaints (Critical, Major and Minor) considering the impact of problem into customers.
Accordingly the action plans with target dates are decided.
These classifications are elaborated in QF- QF-8.2.1.C.1 Problem Seviarity Report process wise
8.2.1.C.2 Problem Escalation
Customer problem escalation is outlined in Escalation Matrix. Escalation begins with the Lead Engineers, then escalated to the Process Leaders
and then to management.
Quadgen management will be informed if the problem/complaint is categories as “Critical” whereas Concern department Process Leader will deal
with “Major and Minor” problems/complaints.
These classifications are elaborated in QF - 8.2.C.2 (Escalation Matrix).
8.2.1.C.3 Problem Report Feedback
Marketing/Lead Engineers/Proccess leaders provides the customers with feedback on their problem reports in a timely and systematic manner.
8.2.1.HS.1 Product Replacement : Not Applicable
8.2.1.HS.2 Notification about Critical Problem Reports: Not Applicable
8.2.2 Determining the Requirements for Services
When a tender document is received from a potential customer seeking quotation for a certain product, marketing team shall determine the
following:
 Technical specification and requirements given by the customer in the RFP document including special requirements if any.
 Delivery period specified by the customer and post-delivery activities required such as design, I&C, Integration and O&M
 Statutory and regulatory requirements applicable to the networking products and services
 Any additional requirements considered necessary by the organization
 Requirements not stated by the customer, but necessary for specified use.
 Operational risks consisting of new technology, ability and capability to provide, short delivery time frame.
 Post-delivery activities that include, for example, actions under warranty provisions, contractual obligations such as maintenance
services and supplementary services such as recycling or final disposal.
 Design the requested solution as per the technical, functional and business requirement of the tender document
 Support and service level agreements
 Minimize and eliminate operational risk by ensuring timely delivery using global class proven equipment
8.2.3 Review of the Requirements for Networking Products and Network Service delivery
8.2.3. After determining the requirements, QWSPL shall review the requirements before giving the quotation and shall ensure that
 NW Product requirements are fully defined and understood.

 QWSPL has the ability to Support the NW product and Service delivery requirements meeting all the requirements specified by the
customer.
 Special requirements of the NW product and NW engg Services are determined.
 Requirements not stated by the customer, but necessary for specified use
 Requirements specified by the customer, including that for delivery and post-delivery activities
8.2.3.1.C.1 Contract Review

QuadGen has developed a procedure for Contract Review. This contract review includes the following:-
 Method for accepting the Service
 Method for protection of information
 Activities carried out by customer like decision for Inspection Agency and other terms & conditions
 All reference standards
 Method for handling the problems detected after product acceptance including the customer complaints
 Identification of risks and possible contingencies
 Organsation responsibilities with regard to outsourced works carried
 Customer supplied products or information
 All reference standards and documented information
8.2.3.2 After reviewing the requirements of new products and services, QWSPL will maintain a checklist to measure the results of the
review.These review comments are preserved for future as lessons learnt.
Reference : QF - 8.2.3.1.C.1 Contract Review Check List
8.2.4 Changes to Requirements for Services
If there are any changes in the service requirements shall amend the relevant documents and intimate the team about the changes.
8.2 Emergency preparedness and response ( ISO14001:2015) (ISO:45001 :2018)

Organization established implemented and maintained n emergency response by
Identifying Emergency situation
Making plan to respond to emergency situations
Action to prevent or mitigate consequences of situation
Adopting periodic testing of emergencies
Review of process after emergency response test
Providing training to relevant interested parties working under control.
8.3 Design & Development of Products and Services: Not Applicable

Design and Development of products and services is not applicable for QWSPL as QWSPL provides Turnkey Network Engineering services only.
There is no design of service or product carried out. The planning activity for service delivery is limited to identifying deployment plan
provisioning and dimensioning of corresponding network elements for service delivey as agreed with customer.
8.4 Control of Externally Provided Processes, Products, and Services
8.4.1 General
To ensure that the purchased product is as per the specified requirements, QWSPL shall evaluate and select suppliers based on their ability to
supply networking products and services in accordance with the requirements. A criterion for selection, evaluation and re-evaluation of the
suppliers has been established. QWSPL takes the following actions to ensure that purchased product conforms to the specified purchase
requirements.
a) Source equipment from global class, Govt. of India approved, IEEE or similar global bodies certified equipment for Wi Fi and Network
elements
b) Perform functional testing of all 3rd party products
c) Evaluate supplies performance through quality audits of supplied services in the form of Installation and audit reports
d) Only registered companies with relevant documentation are registered and agreement is signed
e) A register of approved suppliers is maintained as per format No. QF-8.4.3 Approved Suppliers List.
f) The performance of the suppliers is reviewed periodically, records of review maintained and the level of controls on the suppliers is
established using these records. The records of results of re-evaluation and necessary actions arising from the evaluation shall be maintained
as per format No. QF-8.4.2 Supplier Quality Assessment.
g) After performance evaluation, the level of controls required on the suppliers and actions to be taken on the suppliers who do not meet the
requirements are determined using the procedure QSP - 8.4.1.C.2 External Provider Performance Management
h) QWSPL and all its suppliers use customer-approved special process sources wherever applicable.
i) VP who is responsible for approving supplier quality systems has full authority to disapprove any source of supply whose performance is not
up to mark.
QF-8.4.3 Approved Suppliers List
8.4.1.C.1 Procurement Process
The organization has developed a documented procedure for purchasing.
8.4.1.C.2 External Provider Performance Management
The organization has developed a documented procedure for supplier performance management.
8.4.2 Type and Extent of Control
QWSPL ensures full control over the above processes by regular supervision. The following controls are applied on external service providers
depending on the extent of impact on meeting the customer requirements.
Control of Externally provided processes, products, and services is demonstrated in procedure
QSP - 8.4 Control of Externally provided processes, products, and services
8.4.3 Information for External Providers
The purchase order shall describe the product or service to be purchased and contains all necessary information including reference to type of
equipment, scope of work, services and delivery timelines, inspection & testing requirements, standards, commercial terms and conditions as
applicable.
The purchase order quantities shall be reviewed by SCM team manager/VP/COO for adequacy of the specified purchase requirements, including
terms and conditions, prior to their communication to the supplier to ensure that it contains the following information where appropriate:
a) Certification requirements, if any

b) Requirements for qualification of personnel,
c) Quality management system requirements,
d) Requirements for the supplier to notify the organization of changes in product and/or process
definition and, where required, obtain organization approval,
e) Right of access by the organization, their customer, and regulatory authorities to all facilities
involved in the order and to all applicable records
8.5 Production and Service Provision
8.5.1 Control of Production and Service Provision

QWSPl has implemented controls quality reports from networks are all documented and reviewed periodically for any Non Conformance to
ensure service provision happens as per the QMS.
 The scope of each of the services are defined(Wi Fi, RF, Smart Cities, Core IP networks) in QPRM-001
 The acceptance and documents for the supply and service delivery for all of the processes are defined, documented.
 Any non conformance identified is identified as a human or non human error and goes through the appropriate corrective action process
 Adequate IT infrastrucre human resources, tools are made available for service delivery as per agreed requirements
 Quality management team identified functional heads consisting of Technical Managers, Technical Directors and Project Managers to
oversee Quality Management System.
Procedure for Release of Product & Services
8.5.1.C.1 Product and Service Delivery
Quadgen has developed and maintained a procedure to QSP - 8.6 Release of Product & Services during service delivery.
8.5.1.H.1 Periodic Retesting: Not Applicable
8.5.1.H.2 Content of Testing: Not Applicable
8.5.1.HS.3 Installation Instruction: Not Applicable
8.5.1.HV.1 Operational Changes: Not Applicable
8.5.2 Identification and Traceability
SCM has unique codes for every network equipment and services item that is mapped for each service delivery project which is stored in the
supply chain.
Each service delivery has unique identifier which is traceable from project tracker, SCM tool, IT tool as applicable.
8.5.2.H.1 Traceability for Recall : Not Applicable

8.5.2.H.2 Traceability of Design Changes : Not Applicable
8.5.2.HS.1 Product Identification : Not Applicable
8.5.3 Property belonging to customers or external providers
There is no customer property for Wi Fi hotspot where we are providing services on customer premises. Any damages and protection is controlled
through established industry standards and installation procedures. All instlallation reports are recorded and will be reviewed as part of review
process.
8.5.4 Preservation
Any data records or reports are maintained in a protective environment for a period of 1 year.
8.5.4.C.1 Protection from ESD Damage: Not Applicable
8.5.4.HS.1 Packaging and Labeling Verification: Not Applicable
8.5.4. HV.1 Deterioration: Not Applicable
8.5.5 Post-delivery activities
The organization meet requirements for post-delivery activities associated with the products and services.
In determining the extent of post-delivery activities that are required, the organization consider:
a) Preserves data that statutory and regulatory requirements like Wi Fi Call data records(CDRs) e.t.c;
b) the use and intended lifetime of its products are available as part of the product data sheets and services are as long as the period of
contract.
c) customer requirements are as part of contract or scope of work
d) customer feedback will be taken after completion of service.
8.5.5.H.1 Testing of Repair and Return Products : Not Applicable

8.5.5.HS.1 Emergency Service Provisioning : Not Applicable
8.5.5.S.1 Software Patching Information: Not Applicable
8.5.6 Control of changes
Any changes in the scope of work are recorded and informed to the customer in advance via customer communication process
8.6 Release of products and services
Any approvals for the release of services for the customer is approved by acceptance test. This will be covered in AT procedure.
Every product is released to customer only after verification of quality of products as per defined specifications. If required contractually, joint
inspection is also carried out by the customer or customer authorized agency and Quadgen
8.6.HV.1 Inspection and Test Documentation
Each inspection activities throughout the product life cycle has the detailed documentation. These documentation includes the following
 Parameters to be checked and acceptance criteria
 Handling of nonconformities
 Data to be recorded
8.6.HV.2 Documentation Retained from Inspection and Test Activities
The retained documents include the following
 Product Identification(Site ID,Carrier)

 Quality inspected Date
 Procedure followed
 Person who performed the verification
 Result of inspection or testing
 Details on nonconformity if any
8.7 Control of nonconforming outputs

8.7.1 The corrective action process covers the immediate correction and the person whoever involved in the non conforming process will
undergo training and informing the customer regarding the non conformity with respect to delayed service delivery and getting the acceptance for
that.
Conformity to the requirements shall be verified when non conforming outputs are corrected.
8.7.2 QWSPL maintains documented information for every non conformity describing the action taken to correct and identifies an authority
deciding the action with respect to the non conformity
Refer to procedure QSP - 8.7 Control of Non-confirming outputs
9.0 Performance Evaluation.
9.1.1 Monitoring, Measurement, Analysis, and Evaluation
QWSPL determined below

a) Service delivery timelines and relevant service delivery metrics such as network performance KPIs and SLAs needs to be monitored
and measured
b) Praoject tracking, monitoring tool, management tool, data from network elements are the methods for monitoring, measurement,
analysis and evaluation needed to ensure valid results
c) At the end of service delivery and acceptance test period the monitoring and measuring shall be performed.
d) Results from monitoring and measurement shall be analysed and evaluated when it is needed and the documented information will be
retained as evidence of results.
e) Fulfillment of legal and other requirement
9.1.1.C.1 Process Measurement

Process measurements are identified, documented and monitored atappropriate points to ensure continued suitability and promote increased
effectiveness of process. Key processes measurements that impact conformity to requirements that have specific requirements. When planned
results are not achieved, correction and corrective action are taken.
The evaluation of the these process performance also includes the following:-
a) Internal Audit
b) Data analysis
c) Customer feedback/complaints
d) KPI for identified processes and
e) Quality Objectives
The Organization retains appropriate documented information as evidence of the results.
9.1.2 Customer Satisfaction
QWSPL monitors the customer satisfaction based on the feedback taken after completion of project. Evaluation will be done and reviewed
The methods for obtaining and using this information are determined by VP.
Ref: Customer Survey Summary QF-9.1.2.2

9.1.2.C.1 Customer Satisfaction Data
The organization has a documented procedure to collect data directly from customers concerning their satisfaction with provided products.
The organization also collects customer data on how well the organization meets commitments and its responsiveness to customer feedback and
needs. This data are analyzed and discussed in MRM.
9.1.2 Compliance Evaluation (ISO14001:2015) (ISO45001:2018)
The company established, implemented and maintained process to fulfill the legal compliance. Legal files are maintained in which
Frequency of compliance, status of fulfillment are available. Compliance is evaluated and appropriate actions are taken where required.
Documented information of compliance evaluation is retained.
9.1.3 Analysis and Evaluation
The QWSPL analyze and evaluate appropriate data and information arising from monitoring and measurement.
The results of analysis is used to evaluate:
a) conformity of products and services;
b) the degree of customer satisfaction;
c) the performance and effectiveness of the quality management system;
d) if planning has been implemented effectively;
e) the effectiveness of actions taken to address risks and opportunities;
f) the performance of external providers;
g) the need for improvements to the quality management system .
9.1.3.C.1 Trend Analysis of Nonconforming Products

Trend analysis of discrepancies found in nonconforming products are performed in Management Review.
9.1.3.C.2 Performance Data : Not Applicable
Quadgen collects and analyse the product performance data including no trouble found (NTF) data.
9.1.3.C.3 Sustainability Assessment
Quadgen assesses the status of its sustainability efforts as appropriate to its organization and products.
9.2 Internal Audit
A documented procedure “QSP - 9.2 Internal Audit” has been established which is as given below
Purpose: To determine whether the quality management system

 Conforms to the planned arrangements, to the requirements of this international standard and to the quality management system
requirements established by QWSPL.
 Is effectively implemented and maintained.

Scope: All operations / functions which are covered under this documented QMS.
Responsibility: Management Representative.
Description:
 MR shall prepare the annual audit plan as per format “QF-9.2.2 Internal Audit Checklist and Worksheet” for internal audit and shall get it
implemented.
 The frequency of internal audit is atleast once in a year. All the processes in QWSPL will be covered at least once in a year.
 The schedule for the internal audit will be made as per format “QF-9.2.1 Internal Audit Schedule” and circulated by MR to all concerned.
 Internal audits will be conducted by the trained Internal Auditors of QWSPL or by an external certified auditor. Personnel independent of
those having direct responsibility for the activity being audited shall carry out internal audit. Non-conformance will be reported as per
format
 “QF-9.2.4 Internal Audit Non Conformance Report”. The auditor shall handover a copy of non-conformance report (NCR) to the Auditee
and MR. Responsibility for taking suitable corrective action for closing the NCR rests with the Auditee. Corrective action taken shall be
reviewed by the auditor during subsequent internal audit before closing the previous NCs.
 Report of internal audit is discussed in management review meetings and necessary action initiated. Progress of corrective actions is
reviewed in Management Review Meetings. Internal audit reports file will be available with MR.
 Internal audits shall meet contract and / or regulatory requirements wherever applicable.
 The effectiveness of the audited process shall be verified by the Auditor.
Documents and Records:

Procedure for Internal Audit QSP - 9.2 Internal Audit
Non Conformance Report QF-9.2.4 Internal Audit Non Conformance Report
Internal Audit Schedule QF-9.2.1 Internal Audit Schedule
9.2.2.C.1 Internal Audit Program Planning
The internal Audit program also includes all applicable requirements and Measurement Handbook Requirements.
Reference:- QSP – 9.2 : Internal Audit
9.3 Management Review
9.3.1 General
Executive management review QWSPLs Integrated management system, at annual intervals, to ensure its continuing suitability, adequacy,
effectiveness and alignment with the strategic direction.
Records from management reviews are maintained by the Management Representative
The following individuals attend Management Reviews:
 VP
 Manager HR & Administration
 Manager Finance
 Technical Managers
 Management Representative
 Internal Auditors
9.3.2 Management review inputs
 The status of actions from previous management review

 MR and VP presents the internal audit results, non conformity results and customer satisfaction results, service delivery SLAs to the
management.
 Extent to which IMS objectives are met.
 These results are reviewed and any changes are put in place.
 Performance of external software and hardware providers is also reviewed and presented to the Management. Appropriate actions are
taken as per the directions of the management.
 The risk and oppurtunities as identified in the IMS are reviewed analyzed and updated.
 Based on the above various customer satisfaction results, service delivery SLAs Continual improvement goals are identified for the review
period.
 Short term and long term goals for each process are identified and reviewed.
 Changes in external and internal issues that are relevant to the IMS.
 Needs and expectations of interested parties including compliance obligations
 Significant hazard and risk analysis
 Significant environmental aspects
 Opportunities for improvement
 Fulfillment of compliance obligations
 Adequacy of resources
 Relevant communication with interested parties.
9.3.3 Management review outputs
Any oppurtunities for improvement are documented and processes are put in place with responsibilities identified for the functional heads and
timelines identified to meet these continuous goals befre the next review period.
Minutes of Management Review meeting QF-9.3.2 Management Review Minutes
10 Improvement
10.1 General
QWSPL takes continual improvement and customer satisfaction as a key part of management Quality objectives. All functional heads are required
for the core service are required to identify short term and long term goals with the objective of enhancing customer satisfaction inline with the
quality objective. The management and QMS identifies future trends and incorporate it in its training plan.
10.1.C.1 Employee Participation
The management of Quadgen always encourages the employees participation in improvement activities. These participation includes one to one
interaction,innovative idea sharing, healthy working environment etc
10.2 Nonconformity and corrective action
10.2 Incident , non -conformities and corrective action (ISO45001:2018)
10.2.1 QWSPL takes actions to eliminate the causes of the non-conformities observed and prevent
their recurrence.
A documented procedure “QSP - 10.2 Corrective Action” has been established which is as given below
a) Reviewing nonconformities (including customer complaints).

b) Determining the causes of nonconformities.
c) Evaluating the need for action to ensure that nonconformities do not recur.
d) Determining and implementing action needed.
e) Records of the results of action taken, and
f) Reviewing the effectiveness of the corrective action taken.
g) Flow down the corrective action requirement to a supplier, when it is determined that the supplier is responsible for the root cause, and
h) Specific actions where timely and / or effective corrective actions are not taken.
i) Determining if additional nonconforming product exists based on the causes of the non conformities and taking further action when
required.
j) Review of existing assessments of OH&S risks and other risks
k) Access OH&S risk related to present or changed hazard prior to taking action.
Procedure for Corrective Action QSP - 10.2 Corrective Action
Record of the results of corrective actions taken QF-10.2.1 Corrective Action Report
10.2.1.S.1 Problem Resolution: Not Applicable
10.3 Continual improvement
Continual improvement in its quality management system is to support the growth of the company, enhance customer satisfaction inline with the
quality policy. The oppurtunities associated with each of our internal and external stake holders are reviewed as part of the management review
process. Short term and long term goals for each of the service delivery process are identified, implemented, monitored and measured as part of
the IMS.

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QuadGen Wireless Solutions Pvt Ltd.

Integrated System Manual: ISM-001 V3.1

Integrated System Manual

Document Checking and Approval

Document No, Date Description

Document No, Date Description

10/04/2018 Initial Release

About Integrated System Manual

Structure of the Manual:

1. Purpose of QuadGen Wireless Solutions Private Limited (QWSPL)

8.1. Operational planning and control

10.2 Incident, Nonconformity and corrective action

QWSPL - QuadGen Wireless Solutions Pvt Ltd.

1 Purpose of QuadGen Wireless Solutions Private Limited (QWSPL)

This Integrated System Manual is based on requirements given in respective standards.

3 Terms & Definitions

4 Context of the organization

4.1 Understanding the Organization and its context.

4.2 Understanding the Needs and Expectations of Interested Parties

External Interested parties:

Internal Interested parties:

Interested Any risk in not meeting the Needs

QuadGen ensures the selection of global class networking

1. Aim to supply the networking products within committed and

Interested Any risk in not meeting the

Scope of ISO 9001:2015:

Scope of TL 9000 V R6.2/R5.6:

Scope of ISO 14001 : 2015:

Scope of ISO 45001 : 2018:

TL9000 Clause Description Justification

Site No Site address Scope

Site No Site address Scope

QuadGen, in coordination with certification body, has determined:-

4.4 Integrated Management System Requirements:

Process Monitoring methods Measurements Performance Indicators

EMS Process Reviews and reports Legal compliance Timely submissions

The following processes have been outsourced from private agencies.

a) Maintenance of Air conditioners, UPS, Coffee machine

QWSPL/ QSP – 5.1.2 5.1.2 Customer Focus

QWSPL/ QSP - 8.4.1.C.2 8.4.1.C.2 External Provider Performance Management

QWSPL/ QSP - 8.5 8.5 Production and Service Provision

5.1 Leadership & Commitment

a) Taking accountability for the total IMS

b) Integration of IMS requirements into Business Processes

c) Promoting the use of the process approach and risk-based thinking

f) Communication to employees about ethical behaviour

h) Conducting management reviews

i) Ensuring the availability of resources.

j) Leadership is committed to promoting continuous improvement of the IMS implemented. IMS is

m) Ensuring establishment and implementation of process for consultation , participation and

5.1.2 Customer Focus

The Leadership shall ensure on time delivery of services offered.

5.1.2.C.1 Customer Communication Method

5.2.1 Establishing the IMS Policy

5.2.2 Communicating IMS Policy

5.3 Organizational Roles, Responsibilities, and Authorities

Org chart – Refer QF-5.3.2 Org Chart

- Authorised for all financial sanctions.

- Co-ordination between the customer and various departments of the QWSPL

- Service delivery planning and execution.

- Vendor initial evaluation, registration and maintaining approved suppliers register.

7) HR & Admin Manager:

- Responsible for general administration of QWSPL.