[ QUALITY MANUAL ]

ISO 9001:2015

Maria Zaheer (17-Arid-6134)

Ayesha Aziz (17-Arid-6099)
Aimon Batool (17-Arid-6087)
Irum Fatima (17-Arid-6121)
Ume Isra (17-Arid-6168)
Sidra Fayyaz (DN-F017-39)
ASSIGNMENT NO.1
QUALITY MANUAL

ISO 9001:2015 Quality Management System

Quality Manual

Doc no: COOL N FRESH/QM/01

Dated:
Contents
1. Scope .................................................................................................................................................. 1
1.1 Introduction ................................................................................................................................... 1
2. Normative Reference........................................................................................................................... 2
3. Terms and definitions .......................................................................................................................... 3
4. Context of the organization ................................................................................................................. 4
4.1. Understanding the context of the organization ............................................................................. 4
4.2. Review and Action on the internal and external issues .................................................................. 4
4.2.1 Actions .................................................................................................................................... 4
4.2.2. Identification.......................................................................................................................... 4
4.3. Understanding the needs and expectations of interested parties .................................................. 4
4.4. Scope of Quality Management System .......................................................................................... 5
4.5. Quality management systems and its processes ............................................................................ 5
5. Leadership process .............................................................................................................................. 6
5.1. Leadership and commitment ........................................................................................................ 6
5.1.1. General .................................................................................................................................. 7
5.1.2. Customer focus ...................................................................................................................... 7
a. Principal objectives .................................................................................................................. 7
b. Risk assessment ....................................................................................................................... 8
c. Monitoring ............................................................................................................................... 8
5.2. Policy ............................................................................................................................................ 8
5.2.1. Developing quality policy ....................................................................................................... 8
5.2.2. Communicating the quality policy .......................................................................................... 9
5.3. Organization roles, responsibilities and authorities ....................................................................... 9
6. Planning .............................................................................................................................................. 9
6.1. Actions to address risks and opportunities .................................................................................... 9
6.2. Quality objectives and planning to achieve them ........................................................................ 10
6.3. Planning of changes .................................................................................................................... 10
7. Support ............................................................................................................................................. 10
7.1. Resources ................................................................................................................................... 10
7.1.1. General ................................................................................................................................ 10
7.1.2. People.................................................................................................................................. 11
 7.1.3. Infrastructure ....................................................................................................................... 11
7.1.4. Working Environment .......................................................................................................... 11
7.2. Competence ............................................................................................................................... 11
7.3. Awareness .................................................................................................................................. 11
7.4. Communication .......................................................................................................................... 12
7.5. Documented information............................................................................................................ 12
7.5.1. General ................................................................................................................................ 12
7.5.2. Creating and updating documents ........................................................................................ 12
7.5.3. Control of Documented Information .................................................................................... 12
8. Operations......................................................................................................................................... 13
8.1. Operation Planning and Control .................................................................................................. 13
8.2. Requirement for products and services ....................................................................................... 13
8.2.1. Customer communication .................................................................................................... 13
8.2.2. Determining the requirements for products and services ..................................................... 14
8.2.3. Review of the requirements for products and services ......................................................... 14
8.2.4. Changes to requirements for the adequate supply of bottled water ..................................... 14
8.3. Design and development of the product and services ................................................................. 14
8.4. Control of externally provided processes, products and services ................................................. 15
8.5. Production and Service provision ................................................................................................ 15
8.5.1. Control of production and service provision ......................................................................... 15
8.5.2. Identification and Traceability .............................................................................................. 15
8.5.3. Property Belonging to Customers or External Providers........................................................ 15
8.5.4. Preservation......................................................................................................................... 16
8.5.5. Post-delivery activities ......................................................................................................... 16
8.5.6. Control of changes ............................................................................................................... 16
8.5.7. Release of Services ............................................................................................................... 16
8.5.8. Control of nonconforming outputs, Customer Complaints .................................................... 16
9. Performance evaluation .................................................................................................................... 16
9.1. Monitoring, measurement, analysis and evaluation .................................................................... 16
9.1.1. General ................................................................................................................................ 16
9.1.2. Customer Satisfaction .......................................................................................................... 16
9.1.3. Analysis and Evaluation ........................................................................................................ 16
 9.2. Internal Audit.............................................................................................................................. 17
9.3. MANAGEMENT REVIEW .............................................................................................................. 18
9.3.1. General ................................................................................................................................ 18
9.3.2. Management review inputs.................................................................................................. 18
9.3. Management review outputs ...................................................................................................... 19
10. IMPROVEMENT................................................................................................................................ 19
10.1. Non-conformity and Corrective Action Process ......................................................................... 19
10.2. Continual Improvement ............................................................................................................ 19
 1. Scope
1.1 Introduction
The quality manual for Cool N Fresh identifies and comprehends the policies, systems and
procedure used to incorporate and continuously improve the company’s Quality management
system. Cool N Fresh devised and implemented Quality Management System to document the
organization’s policies and processes, to satisfy expectations and needs of its customers and to
continuously improve the quality via the use of QMS. The QMS of Cool N Fresh complies with
requirements of International Standards ISO9001:2105.

VISION To be world class-water supply and sanitation service provider by 2030.

UHI

To achieve customer satisfaction by providing adequate reliable and MISSION

potable water supply and sanitation services while preserving the
environment for sustainable community development.

CORE
ServiceVALUES
Being eager to supply and prioritize the public
aa community
need of the

Competence
Accountability
Providing service and executing tasks
Accepting and acknowledgingsuccessfully
responsibilities
and efficiently
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for task, actions, decisions and policies that
encompasses the wholeness of being a public
servant
 Responsibility
To satisfactorily perform or complete assigned
tasks in aiming to the success of Cool N Fresh

Integrity
Always aiming to upload the state of
being undivided and standing for what
is true and noble for Cool N Fresh

Unity
One ness of desire to serve and achieve the vision of
Cool N Fresh

Dedication
Willingness to run extra mile to give service to the public and
giving 100% commitment to Cool N Fresh

2. Normative Reference
The following documents are normatively references or used in the preparation of this document:
 ISO 9001:2015 Quality Management System Requirements.

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3. Terms and definitions

ISO International Organization of Standardization

CNF Cool N Fresh

Calibration Setting or correcting of a measuring device or

base level, usually by adjusting it to match or
conform to a dependably known and
unvarying measure.
Commercial The use of water for the ordinary exercise of
any commercial business, such as stores,
restaurants, public eating establishments,
laundry, cinema houses, hotels, private
hospitals dormitories, and the like and the
use of water by private operators within the
district private consumers
COA Commission on audit
Non-conformity Non-fulfillment of a requirement

Corrective Action Action to eliminate the cause of a detected

Nonconformity

Interested Party Person or organization that can affect, be

affected by, perceived themselves to be
affected by, or perceived themselves to be
affected by a decision or activity
Strategy Planned activities to achieve an objective
WSP Water Safety Plan

WASH Water, Sanitation and Hygiene

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4. Context of the organization
4.1. Understanding the context of the organization
1. The general managers, officers and team as well as employees identified internal and
external issues by using SWOT analysis.
2. The general manager analyzed the SWOT analysis to determine the internal and external
issues
3. The SWOT analysis depicts organization’s strengths, weakness, opportunities and threats.

4.2. Review and Action on the internal and external issues

4.2.1 Actions relating to the identified internal and external issues have been accomplished by
the Section Heads and Division Managers.

4.2.2. Identification Actions have been identified in such a way that the identified Strength,
Weaknesses, Opportunities and Threats have been considered.

4.3. Understanding the needs and expectations of interested parties

INTERESTED PARTY NEEDS AND EXPECTATIONS

Customers Quality of products and services

 Free of contamination
 Free of color, turbidity, taste and odor
 Ph.: 6.5-8.5
 Turbidity: ideally below 1 NTU
 TDS: 50-150 is acceptable
 Water with number of 100 bacteria and
3 coliform per 100 mL is considered as
safe
Management Increased growth, sales &
profitability/efficiency
& effectiveness of operations
Employees Good work environment/job
security/health/safety/
training/ promotion, recognition

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External providers of product and services Product/service feedback /information on
(suppliers) future requirements.

Regulatory Bodies Compliance with applicable requirements and

industry standards/submission of reports

4.4. Scope of Quality Management System

The scope of this QMS encompasses operations. Cool N Fresh mission is to ensure the provision
of safe, adequate and affordable water supply.

Support Processes

 Administrative
 Customer Service
 Customer Account
 Engineering
 Finance Services
 General Services
 Water Resource
 Construction and Maintenance
QMS Process
 Internal Audit
 Corrective Action
 Management Review
 Document Change Control
 Customer’s Satisfaction Process
 QMS Risk Management Process

4.5. Quality management systems and its processes

Sequences of the process are:

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 Transmission pipe
network

Surface Water
Pretreatment
Untreated water
storage

Water treatment

Ground water Sedimentation Flocculation Coagulation

Transmission pipe Filtration Ozonation Absorption

network

Untreated water
storage Disinfection

Treatment (depending
on quality Water distribution
characteristics) Storage Customers tap
pipe network

5. Leadership process
5.1. Leadership and commitment
CNF leadership provides evidence of its commitment to the development and implementation of
the quality management system and continually improving its effectiveness by:

 Communicating to the organization the importance of meeting customer as well as

statutory and regulatory requirements. This information is normally communicated via:
training sessions; postings and bulletin boards; e-mail notifications; and employee

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 meetings.
 Establishing the Quality Policy;
 Ensuring that quality objectives are established;
 Conducting management reviews;
 Ensuring the availability of resources (i.e. equipment, training, and manpower needs) is
normally addressed through Management Review Meetings in which discussions are held
regarding the provision of resources and the facility infrastructure.

5.1.1. General
1. The Top Management has been actively involved in implementing the (QMS). The Top
management has provided the vision and strategic direction for growth of the QMS, and
established quality objectives and the quality policy.
2. The Top Management demonstrates leadership and commitment with respect to the
quality management system by:
 taking accountability for the effectiveness of the quality management system;
 ensuring that the quality policy and quality objectives are established for the quality
management system and are compatible with the context and strategic direction of the
organization;
 ensuring the integration of the quality management system requirements into the
organization’s business processes;
 promoting the use of the process approach and risk-based thinking
 ensuring that the resources needed for the quality management system are available;
 communicating the importance of effective quality management system achieves its
intended results;
 engaging, directing and supporting persons to contribute to the effectiveness of the
quality management system;
 promoting improvement;
 Supporting other relevant management roles to demonstrate their leadership as it applies
to their areas of responsibility.

5.1.2. Customer focus

a. Principal objectives the principal objective of the QMS is to enhance customer

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 satisfaction on service delivery. The key to achieving high customer satisfaction is an
accurate determination and understanding of customer requirements and an effective
verification process that the requirements are met.
b. Risk assessment Top management ensures that risks and opportunities that can affect
conformity of products and services and ability to enhance customer satisfaction are
determined and addressed through Risk Assessment.
c. Monitoring Management ensures that customer satisfaction is systematically monitored
and maintained.

5.2. Policy
Cool N Fresh Leadership ensures that the Quality Policy:

a. Is appropriate to the purpose of the organization

b. Includes a commitment to comply with requirements and continually improve

the effectiveness of the QMS;

c. Provides a framework for establishing and reviewing quality objectives (see

section 2.0);

d. Is communicated and understood throughout the organization via meetings and a

variety of handouts and postings. Routine interviews and evaluations during
internal audits assure the continued implementation, maintenance, understanding
and effectiveness of the Quality Policy; and

e. Is reviewed for continuing suitability during the Management Review Meetings.

5.2.1. Developing quality policy

Cool N Fresh top Management consists of General Manager and Board of Directors who will:

o Appoint the Management Representative;

o Approve the Cool N Fresh Policy, objectives and targets;
o Review Quality Management System performance and approve
recommendations for QMS improvement and other initiatives;
o Monitor and ensure compliance to customers’ requirements all

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 regulatoryobligations; and
o Ensure the promotion of customer focus throughout the organization.

5.2.2. Communicating the quality policy

The Quality Policy is posted throughout the agency, and its role is explained and discussed at the
general orientation training provided to all employees. The quality policy is also communicated
to customers and other interested parties. For this purpose, it is displayed in the reception area
and posted on the agency’s website.

5.3. Organization roles, responsibilities and authorities

5.4.1. Top management shall ensure that the responsibilities and authorities for relevant roles are
assigned, communicated and understood within the organization.

5.4.2. Top management shall assign the responsibility and authority for: ensuring QMS conforms
to the requirements of ISO 9001:2015 (e.g., internal audit, management review); processes are
delivering their intended purpose; reporting on the performance of the QMS; promoting
customer focus; and maintaining the integrity of the QMS.

6. Planning
6.1. Actions to address risks and opportunities
Initial QMS review was carried out as the first step in the planning stage in order to provide the
QMS baseline information as described in Section 4 Context of the Organization. All of the
inputs and information are used to determine actions to be planned for QMS.

Planning of actions for QMS will be documented and includes but not limited to the
development and implementation of the following.

 Policies
 Procedures
 Operational Control & Guidelines
 Programs
 Trainings
Cool N Fresh conducts risk assessment activities to address the risks and opportunities.

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6.2. Quality objectives and planning to achieve them
Cool N Fresh sets measurable quality objectives at all levels throughout the organization, in
support of improvement to our QMS. We believe in a balanced approach to Customers’
Satisfaction and Employee Satisfaction.

Our top-level quality objectives are to:

 Continually meet our customers’ needs and expectations

 Strengthen employee engagement Measured by employees’ satisfaction survey
 Ensure that we remain profitable
 Measured by revenue, operating profit, and other financial indicators

6.3. Planning of changes

Any changes in Cool N Fresh QMS shall be carried out in a planned manner.

 Process & Service Changes – Owned & planned by Department Heads through meetings
& change management process.
 Major Change: New Account/Site/New Water Source – by following the Well
Development Project Implementation process.

7. Support
7.1. Resources

7.1.1. General
Top Management of Cool N Fresh ensures that all resources required for the effective
implementation of the QMS are planned and provided accordingly according to its importance.
This includes people, infrastructure and working environment that are needed for QMS.

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  Capacity Planning
7.1.2. People
 Training (New Hire Training /
Leadership Development Training)
(Training Reports)
 Wellness Program (Annual Physical
Examination

7.1.3. Infrastructure  IT

 Facilities – (Canteen, Work station,

etc.)
 Security and Safety
7.1.4. Working Environment
 Temperature
 Lighting

7.2. Competence
To ensure that competency of all personnel, contractors and service providers whose activities
have a significant impact on the quality management system are identified and appropriate
training and/or specification of certification is carried out. Annual QMS training plan is
developed by MR in coordination with the Admin Department.

Through our Office/Department/Individual Performance Commitment Review (OPCR) Process –

Our aim is to build a world-class organization with globally competitive performance. In order to
do that, we need to build our people and their capabilities. COOL N FRESH has developed a
performance management process. It encourages the employee and the supervisor to work
together to align with COOL N FRESH’S overall mission, values and operating strategy.

7.3. Awareness
COOL N FRESH ensures that employees are aware of the quality policy, objectives, their
contribution and impact if they do not conform with the QMS requirements. The following
methodologies will be used to provide awareness to all employees of COOL N FRESH:

 New Employee Orientation

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  ISO Awareness Training & Check for Understanding – Tenured Employees Posters, TV
Ads. The MR and the Department Heads are responsible in ensuring effective
implementation of these awareness activities. employee Orientation

7. 4. Communication
The organization ensures that internal and external communication processes are properly
established. Cool N Fresh ensures that internal and external communications relevant to QMS
are addressed as to what to communicate, how, when and with whom to communicate. All
interested parties may get basic information through Dairy Pure website www.coolnfresh.com.

7.5. Documented information

7.5.1. General
QMS Manual: High level documentation that describes general policies and compliance
statements to the clauses of stand and ISO 9001:2015

COOL N FRESH Work Instructions Manual/ COOL N FRESH Procedures:

Manual Forms that are used within COOL N FRESH. These are COOL N FRESH
developed procedures based on customers’ needs/ requirements. Management of this
document willfollow the COOL N FRESH change management procedure
Records: These are documented information used to sup- port the implementation of QMS such
as posters, banners, leaflets, and training materials.

7.5.2. Creating and updating documents

Creating and updating of the abovementioned documented information including control as
required by the standard are detailed and described in the Procedure for Documented
Information.

7.5.3. Control of Documented Information

Documented information required to support the effectiveness of the agency’s QMS is controlled
following Documents and Records Control ensuring that:

 it is available and suitable for use, where and when it is needed;

 it is adequately protected from loss of confidentiality, improper use, or loss of integrity;
 distribution, access, retrieval and use;
 control of changes;

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  retention and disposition

8. Operations
8.1. Operation Planning and Control
 Each department of COOL N FRESH implement processes to ensure that the processes
identified as QMS action plans are effectively implemented and managed. This includes
procedure, guidelines, forms/checklists that are used in every activity.
 COOL N FRESH also ensures that all applicable controls to the general Contractors
including guidelines for procurement are implemented accordingly such as timeliness of
delivery and cost.

8.2. Requirement for products and services

8.2.1. Customer communication

Customer Communication is handled by Commercial Department

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  Providing information relating to services (see Commercial Dept. Process)
 Handling enquiries, service request
 Obtaining customer feedback relating to services including customer complaints;
 Handling or controlling customer property; and
 Establishing specific requirements for contingency actions, when relevant.

8.2.2. Determining the requirements for products and services

When determining the requirements for the adequate supply of potable water to be offered to
customers, ensures that

a. The requirements for the adequate supply of potable water are defined
b. COOL N FRESH can meet the claims for adequate supply of potable bottled water

8.2.3. Review of the requirements for products and services

Post Implementation Review (PIR) - This process is intended to capture both positive feedback
and feedback for improvement / lessons learned from projects. Documented information from
this activity is managed and kept in the Manager’s Office under the custody of the Management
Representative.

8.2.4. Changes to requirements for the adequate supply of bottled water

Any change to requirements of the bottled water, it will be routed to Operations and cascaded to
the Engineering and Water Resources Division.

8.3. Design and development of the product and services

Cool N Fresh establishes implements and maintains a design and development process that is
appropriate through well-developed infrastructure to ensure the subsequent provision of
production and services. Design and Development processes shall be subdivided into following
stages:

 Design and Development Planning

 Design and Development Input
 Design and Development Control
 Design and Development Output
 Design and Development Changes

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8.4 Control of externally provided processes, products and services
Cool N Fresh has externally provided services that may impact the performance of the QMS
such as:

 I.T. services
 Security services
 Contractors
These outsourced services are controlled & managed by the requestor/ end-user through,
Contracts, Meetings, Regular Monitoring & evaluation.

8.5. Production and Service provision

8.5.1. Control of production and service provision

 Department Heads shall ensure that all of the SOPs, processes mentioned in section 8.a
are effectively implemented and processes are controlled through:
 Ensuring documented information are available
 Characteristics of services/processes
 Processes are measured against Key Performance Indicator (SPMS) goals
 Infrastructure and working environment are provided
 Personnel are competent (Product Training & Other Leadership Development courses)
 Action Plans are in place (Corrective Action, Performance Improvement Plans, Business
Review, etc.)
 Quality Assurance, Monitoring and Coaching

8.5.2. Identification and Traceability

Transactions have assigned numbers which are system generated. Reference numbers are used to
track or trace transactions. Some customers may not require 100% tracking of customer
transactions, please refer to the individual account.

8.5.3. Property Belonging to Customers or External Providers

Any property provided by the customers is managed by the individual account owners. Similar
control and management of COOL N FRESH owned property will be applied to all customers.

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8.5.4. Preservation
Any information, voice, and non-voice (email or chat) transactions we preserve to protect its
confidentiality and integrity against fraud, data tampering and similar violations.

8.5.5. Post-delivery activities

Cool N Fresh performs post-delivery activities such as Customer Feedback process to determine
“customer satisfaction” and compliance to other requirements

8.5.6. Control of changes

The reviews and control changes for production or service provision, to the extent necessary to
ensure continuing conformity with requirements.

8.5.7. Release of Services – Refer to Engineering and Water Resources Processes

8.5.8. Control of nonconforming outputs, Customer Complaints

All non- conforming outputs shall be handled according and shall be in accordance with the
Procedure for Non-conformity.

9. Performance evaluation
9.1. Monitoring, measurement, analysis and evaluation

9.1.1. General
COOL N FRESH recognizes that one of the key or important measurements for each of the core

process is provided by the customer. Periodic review daily, weekly, monthly & quarterly across

all processes is performed to monitor process effectiveness and compliance to the requirements.

Any non-attainment of goals will be handled through “control of non-conforming procedure”.

9.1.2. Customer Satisfaction

“Customer Satisfaction is measured through the Customer Feedback & Customer

Commendations.”

9.1.3. Analysis and Evaluation

COOL N FRESH conducts various analysis and evaluation of significant data listed but not

limited to the following:

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  Customer Feedback– analyze and interpreted MR.

 Support Processes– Reviewed by department owners and executives.

 Monitoring of Risk and Opportunities – Analyzed, interpreted by MR along with the

related Process owner (Operations / Support)

 External Provider Performance – Evaluated by Procurement department & end-

user/requestor.

 Management System Performance & Improvement – Evaluated during the management

review process.

9.2. Internal Audit

COOL N FRESH establishes and maintains a process and procedures for QMS audits to ensure

that the management system is implemented and maintained and is effective in achieving the

company’s QMS objectives and targets.

The audit procedures include:

 Responsibilities and requirements for conducting audits and reporting results; The audit

criteria, scope, frequency and methodologies.

 Internal QMS audits will be carried out once a year or more frequently if the need arises.

The annual audit on the QMS is conducted to ensure that the management system

established is effectively implemented and adjusted to suit the changes in the business

The audit process, including any schedule, shall be based on the importance of the

activity concerned and the results of previous audits.

 Auditors shall be objective and impartial and shall not audit his or her work area.

 The results of the audit will be presented to the management for review so as to ensure

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 appropriate resources and management support is provided to continually improve the

QMS.

9.3. MANAGEMENT REVIEW

9.3.1. General
COOL N FRESH Leadership, MR and Department Heads will review the QMS at least once a

year or at such frequency when deemed necessary and evaluate the QMS performance against

QMS objectives and targets set in the QMS management process.

9.3.2. Management review inputs

1. Information that is necessary for the management to carry out the evaluation shall

include:

 The status of actions from previous management reviews;

 Changes in external and internal issues that are reliable

 Information on the performance and effectiveness of the quality management system,

including trends in:

2. Customer satisfaction and feedback from relevant interested parties;

3. The extent to which quality objectives have been met;

 Process performance and conformity of products and services;

 Nonconformities and corrective actions;

 Monitoring and measurement results;

 Audit results;

 The performance of external providers;

 The adequacy of resources;

 The effectiveness of actions taken to added risks and opportunities.

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9.3. Management review outputs
The outputs of the management review shall include decisions and actions related to:

1. Opportunities for improvement;

2. Any need for changes to the quality management system

3. Resource needs.

The organizations shall retain documented information as evidence of the results of management

reviews. Evidence of this activity will be recorded in the management review minutes of

meeting.

10. IMPROVEMENT
10.1. Non-conformity and Corrective Action Process
COOL N FRESH ensures that all nonconformities or incident in the QMS are properly

addressed by;

 Reacting to nonconformities

 Evaluate the need for action to eliminate the causes of the nonconformity, in order that it

does not recur or occur elsewhere

 Implement any action needed

 Review the effectiveness of any corrective action taken;

 Make changes to the quality management system, if necessary.

10.2. Continual Improvement

COOL N FRESH ensures continual improvement within the management system by

continuously reviewing and monitoring the QMS performance and introducing improvement

practice through changes and updates in procedures, policies and guidelines.

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