PACIFIC

AUTOMOTIVES

QUALITY MANAGEMENT
SYSTEM MANUAL

Doc. No: PA/QMS/01

Issue No: 01
Year: 2016
Rev No: 00
Date: 00

333 GST ROAD, ORAGADAM, KANCHIPURAM

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INDEX PAGE

Section Ref Number of

Name of the document
no. page
QMS-01 Title page 1
QMS-02 Index 1
QMS-03 Amendment record 1
QMS-04 Abbreviation 1
QMS-05 List of controlled copy holders 1
QMS-06 List of departments 1
QMS-07 Organization profile 3
QMS-08 QMS APEX Manual 8
QMS-09 Procedure - Aspect impact analysis 5
QMS-10 Procedure - Legal and other requirements 2
QMS-11 Procedure - Communication 2
QMS-12 Procedure Operational control 2
3
QMS-13 Procedure - Emergency Preparedness and response
1
Annexure 1 Cross Reference to QMS and EMS
1
Annexure 2 QMS Objectives

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AMENDMENT RECORD

Page New revision

Doc. No. Amendment details in brief Approved by
number No. / Date
00/ 01-12-
All All First Time Issue MD
2016

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ABBREVIATIONS USED

ABBREVIATIONS EXPANSION
PAC Pacific Automotive or Pacific Automotive Components

CA Corrective Actions

QA Quality Assurance

DD Design and Development

MR Management Representative

MRM Management Review Meeting

HO Head Office

PA Preventive Actions

FI Factory Inspector

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DISTRIBUTION LIST

S. No. Copy holder COPY STATUS

Management Representative Master Copy

01

02 Business Head Controlled Copy No. 1

03 Head Operations Controlled Copy No. 2

04 Head-Manufacturing Controlled Copy No. 3

05 Head Marketing Controlled Copy No. 4

06 Head Customer Service Controlled Copy No. 5

07 Management Representative Controlled Copy No. 6

08 Quality -In-Charge Controlled Copy No. 7

09 Head-Human Resources Controlled Copy No. 8

10 Certifying Agency Uncontrolled Copy

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LIST OF DEPARTEMNTS

S. No DEPARTMENT RESPONSIBILITY
1 DESIGN

2 ENGINEERING

3 PRODUCTION

4 QUALITY

5 MARKETTING

6 STORES

7 PURCHASE

8 SERVICE

9 EHS

10 INFORMATION SYSTEM

11 ACCOUNTS

12 HUMAN RESOURCES

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Organization profile
PACIFIC AUTOMOTIVE
Pacific is an automotive parts manufacturing company – established in 1976 at Nuremberg
and subsequently expanded world over at 55 locations –operating for 40 years in the design
and manufacturing of automotive parts mainly chassis assembly and components for
passenger cars covering basic to advance models .
The design activities take place in Osaka and manufacture happens in all locations. The
tooling for power presses are designed and manufactured at Seoul and provided to all
plants. Plant level manufacturing activities depends on the types of cars made in the
respective region and volume demands, which often fluctuates hugely
The facilities of manufacturing in each region is controlled by President – Global operation
who visits each plant once in a year but supports remotely through video conferencing for
various decision making needs
The selection of materials, the accurate controls of both the components and finished
products, the careful non-destructive tests, the intermediate and final inspection, the
special care taken over the heat treatments, enable Pacific to meet the requirements of the
most demanding customers and of national and international inspection boards.
The technical competences, the rational use of the company resources, the readiness to
approach new challenges, are among the characteristics that Pacific customers mostly
appreciate. Our company is present on the main international markets with the most
important Engineering Companies, and End-Users in Europe, Asia, America, and Oceania
reaching year-by-year longed-for technological targets with Clients of primary importance.
Pacific is operating worldwide in four different divisions as follows:
 Product Design Division
 Tool Design and manufacturing Division
 Corporate Marketing Division
 Manufacturing Division
The group has commercial offices in Korea, Japan, UK, Germany, France, Malaysia and
Turkey which are responsible for the entire commercial activities of all plants in the world

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Organization profile

INDIA

Pacific Automotive India Pvt Ltd 100% subsidiary of Pacific Automotive Germany and has set
up manufacturing facility in Chennai close to thickly populated National Highways. The
manufacturing facility is located in special Industrial park in which the facility spreads
around 28 acres of area and out of which 11,000 sq meters is covered area. The
construction activities of plant started in August 2008 and the facility started manufacturing
activities in August 2009. This facility is one of the most modern manufacturing facilities for
Chassis parts in the world.
The total manufacturing area spans into 10,000 square meter on 5 bays with a size of 100
meter x 20 meter and painting booth of 1,000 square meter. The maximum height of the
bay is 16 meters.

Plant Location:

Pacific Automotive India Pvt Ltd

#333 GST Road
Oragadam Kanchipuram, India

Contact Person: CHIEF EXECUTIVE OFFICER

Email Id: infoasia@pacific.com
Tel: +91 44 12345678 Fax: +91 44 87654321

Pacific Team:
Refer document; Organization Chart (HR - FRM - 11).

Team Responsibilities & Authorities:

Refer document; Responsibility & Authority Matrix (HR - FRM - 05).

Currently Pacific is committing itself to be quality conscious in its operations and

implementing robust quality management system as per International standard ISO 9001

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4 UNDERSTANDING OF THE ORGANIZATION

4.1 Context of the organization
PAC has determined external and internal issues that are relevant to its purpose and
its strategic direction and that affect its ability to achieve the intended results of its
quality management systems.
The external context is the external environment in which PAC seeks to achieve its
objectives. Risk management practices at PAC consider the following external
factors:
a) third parties supporting the critical operations;
b) the legal, regulatory, financial, technological, economic, natural and
competitive environment, whether international, national, regional or local;
c) financial/economic conditions which might impact the business;
d) key drivers and trends having impact on the objectives;
e) relationships with, perceptions and values of external stakeholders
f) Stakeholders or the board members, investors, customers etc.
g) Dependencies from other locations

The internal context is the internal environment in which PAC seeks to achieve its
objectives. Risk management practices at PAC consider the following internal factors:
a) Governance, organizational structure, roles and accountabilities;
b) Policies, objectives, and the strategies that are in place;
c) Capabilities, understood in terms of resources and knowledge (e.g. capital,
time, people, processes, systems and technologies);
d) PAC’s culture;
e) decision making processes (both formal and informal);
f) standards, guidelines and models adopted;
g) Form and extent of contractual relationships.

The specific issues and related Quality and Environment are documented in the MR –
FRM - 09 form and are monitored and reviewed through management review
meetings.

4.2 Understanding the needs and expectation of interested parties

Due to their effect or potential effect on AF’s ability to consistently provide product /
services that meet customer and applicable statutory and regulatory requirements,
AF has determined:
a) the interested parties that are relevant to the quality and environment
management systems;

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b) The requirements of these interested parties that are relevant to the quality
and environment management system.

AF has envisioned the need for Quality management system to protect its own
interests and the interests of following stakeholders and interested parties:
a) customers– who need confidence in the products / services offered by PAC;
b) legal and regulatory authorities – who impose legislation and/or directives, in
order to ensure availability of products / services, fair competition and
privacy protection;
c) PAC employees – who strive to meet their obligations to the customers and
the public;
d) PAC management – who ensure that the business objectives are fulfilled, the
overall posture of PAC highlights quality as a culture, the vendors and
customers feel a goodwill and comfort with the services provided and that
VRV complies with all the regulation and laws;
e) business partners – who want theirs and PAC’s business objectives to be
fulfilled;
f) Vendors, suppliers and contractors – who demand that appropriate level of
standards are enforced to ensure that confidentiality of their service levels,
terms & conditions, prices, and other information is maintained.

The interested parties with any specific requirements are listed down in the same
document mentioned in 4.1 – Organizational Risk & Opportunity Register “MR –
FRM - 09”.
The specific requirements of these interested parties are monitored and reviewed
through management review meetings.

4.3 Scope of QMS

When determining the scope of the integrated management system, AF has
considered:
a) the external and internal issues referred to in Error! Reference source not
ound.;
b) the requirements of relevant interested parties referred to in Error!
eference source not found.;
c) The products / services of the organization.
d) Interfaces and dependencies between activities performed by the
organization, and those that are performed by other organizations.

The scope statement is as below

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“Manufacture of automotive chassis parts, components, sub-assemblies at
Oragadam Facility”
Non Applicable clauses Design and Development and validation
QMS APEX MANUAL

4.4 Quality Management System

The Quality management system process is established as per the requirements of
ISO 9001:2016 in Pacific for which Pacific addresses
a. The processes sequence and interactions
b. Risks and opportunities
c. Resources and infrastructure
d. Adequate competences

5 LEADERSHIP
5.1 Leadership and commitment
In PAC, the top management demonstrates leadership and commitment to the
quality management system by:
a) taking accountability for the effectiveness of the quality management
system;
b) establishing the QMS policy and objectives that are compatible with the
context and strategic direction of the organization;
c) ensuring the integration of the quality management system requirements
into the organization’s business processes;
d) ensuring that the resources needed for the quality management system are
available;
e) communicating the importance of effective quality management and of
conforming to the quality management system requirements;
f) ensuring that the quality management system achieves its intended results;
g) engaging, directing and supporting persons to contribute to the effectiveness
of the quality management system;
h) promoting improvement;
i) Supporting other relevant management roles to demonstrate their leadership
as it applies to their areas of responsibility.

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5.2 QUALITY POLICY

The quality policy of Pacific Automotive is as given below

QUALITY POLICY
PACIFIC AUTOMOTIVE COMPONENTS is committed to manufacture parts and
associated systems for automotive applications
This is achieved through:
 Focus on quality performance
 Prevention of undue risks
 Compliance to statutory requirements
 Involvement of its Employees
 Motivation of all personnel

01.12-2016 Managing Director

The above policy is appropriate to our activities, products and service

 The policy includes commitment to continual improvement.

 The policy includes the commitment to comply with applicable statutory
requirements
 The policy also provides framework for setting and reviewing objectives
 The above policy is documented and communicated to all the employees by display of
the same throughout the organization.
 A Pocket card is also issued to each employee in order to ensure effective
communication of the QMS Policy
 The policy is reviewed at least once in a year in MRM for its suitability and extent of
achievement.

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5.3 Responsibilities and authorities

Top management defines business functions and key roles within the organization,
and their responsibilities and authorities. These are primarily documented and
communicated through Job Description Forms to each employee in order to
facilitate effective management of processes. The Organization Chart as per
Annexure shows the structure and the relationships across PAC.

For the purpose of this manual and the quality management system, ‘top
management’ is defined as:
a) Managing Director;
b) Vice President
c) Head Operations
d) Management Representative

The top management has appointed Management Representative with the

responsibility and authority for:
a) ensuring that the management system conforms to the requirements of ISO
9001:2016;
b) ensuring that the processes are delivering their intended outputs;
c) reporting on the performance of the quality management system and on
opportunities for improvement to top management;
d) ensuring the promotion of customer focus throughout the organization;
e) Ensuring that the integrity of the quality management system is maintained
when changes to the system are planned and implemented.

Records & References:

Organization Chart / Responsibilities & Authorities / Matrix

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6 PLANNING
6.1 Action to address risk and opportunities
6.1.1 When planning for the QMS, PAC considers the issues referred to in 4.1 and
requirements referred to in 4.2 & determine the risks & opportunities that need to be
addressed in order to
a. Give assurance that the QMS can achieve its intended results
b. Enhance desirable effects
c. Prevent / reduce undesirable effects
d. Achieve improvement

6.1.2 For this PAC shall plan

a. Actions to address risks and opportunities
b. How to
1. Integrate and implement the actions in the QMS processes through
application of clause 4.4
2. Evaluate the effectiveness of actions
Actions taken to address risks and opportunities shall be proportionate to the
potential impact on the conformity of products and services.

6.2 Quality Objectives and planning to achieve them

6.2.1 PAC shall establish quality objectives at relevant functions, levels and processes
needed for the quality management system.
The quality objectives shall:
a. be consistent with the quality policy;
b. be measurable;
c. take into account applicable requirements;
d. be relevant to conformity of products and services and to enhancement of
customer satisfaction;
e. be monitored;
f. be communicated;
g. be updated as appropriate.

The GGC shall maintain documented information on the quality objectives. Following
objectives have been documented:

The current objectives are as follows

 To increase customer satisfaction and sustain
 To continually increase business turn over
 To focus and improve the skills of personnel

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6.2.2 When planning how to achieve its quality objectives, the PAC shall determine:
a) what will be done;
b) what resources will be required;
c) who will be responsible;
d) when it will be completed;
e) how the results will be evaluated

6.3 Planning of changes

When the PAC determines the need for changes to the quality management system,
the changes are carried out in a planned manner

PAC shall consider:

a. the purpose of the changes and their potential consequences;
b. the integrity of the quality management system;
c. the availability of resources;
d. the allocation or reallocation of responsibilities and authorities.

The QMS is monitored in planned manner through Audits and Management Reviews
with a view to ensure that integrity is maintained.

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7 Support
7.1 Resources
7.1.1 General
PAC shall determine and provide the resources needed for the establishment,
implementation, maintenance and continual improvement of the quality
management system.

PAC shall consider:

a. the capabilities of, and constraints on, existing internal resources;
b. What needs to be obtained from external providers?

7.1.2 People
PAC shall ensure all the personnel performing work affecting quality and conformity
of products / services are selected on the basis appropriate education, experience,
training and skills

7.1.3 Infrastructure
PAC has identified the required infrastructure as below but not limited to
 Office / factory buildings
 Plant and machinery
 Support equipment such as transport, communication and information systems
7.1.4 PAC shall determine and provide the work environment necessary to achieve
conformity to products and services and maintain good order housekeeping,
environment, safety etc.
7.1.5 PAC has identified the monitoring and measuring resources required to meet the
product conformity and ensure traceability for the same
7.1.6 PAC determines the knowledge needed for achieving its product conformity as per
clause procedure for competence

7.2 Competence
The Top Management, with the help of the MR and Head HR determines the
necessary competence of employees who have a direct or indirect impact on the
performance and effectiveness of the integrated management system. The
competence is determined on the basis of appropriate education, training, or
experience and is documented in the Competency Matrix “
Where applicable, the Top Management propose actions to acquire the necessary
competence, and evaluate the effectiveness of the actions taken. The evaluation of
an employee’s competence is initially done during the recruitment stage and on a
yearly basis. Based on the evaluation, the necessary trainings are provided
accordingly. The Training & Evaluation Record is retained as evidence of
effectiveness of the training undergone.

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7.3 AWARENESS
PAC ensures that relevant persons (employees, contractors, third party) working
under PAC’s control are aware of:
a) the QMS policy;
b) relevant IMS and departmental objectives;
c) their contribution to the effectiveness of the quality management system,
including the benefits of improved performance;
d) the implications of not conforming with the quality management system
requirements

7.4 COMMUNICATION
PAC determines the internal and external communications relevant to the quality
management system through the procedure including on what to communicate,
when to communicate, with whom to communicate, how to communicate and who
should communicate with due consideration for compliance obligations and ensure
it is reliable.

7.5 DOCUMENTATION
At PAC the documentation is well defined as below

Level 1 • QMS Manual

Level 2 • QMS Procedures

• SOPs, Work Instructions,

Level 3 Method Statements,
Guidelines

Level 4 • Records

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8 OPERATIONS
8.1 Operational control
PAC shall plan, implement and control the processes (see 4.4) needed to meet the
requirements for the provision of products and services, and to implement the actions
determined in Clause 6, by:
a. determining the requirements for the products and services;
b. establishing criteria for:
1. the processes;
2. the acceptance of products and services;
c. determining the resources needed to achieve conformity to the product and service
requirements;
d. implementing control of the processes in accordance with the criteria;
e. determining, maintaining and retaining documented information to the extent
necessary:
1. to have confidence that the processes have been carried out as planned;
2. to demonstrate the conformity of products and services to their
requirements.

The output of this planning shall be suitable for the PAC’s operations. The PAC shall
control planned changes and review the consequences of unintended changes, taking
action to mitigate any adverse effects, as necessary. The PAC shall ensure that
outsourced processes are controlled (see 8.4).

The QMS of PAC defines the processes required for the automotive parts production.
The planning for producing Products as per customer requirements includes:
Setting of objectives
 The process documents indicating monitoring & measurements and resources
 The test methods required including sampling plans
 The recoding methodologies as evidences and reference purposes etc.

8.2 Requirements for products and services

8.2.1 Customer communication
Communication with customers shall include:
a. providing information relating to products and services;
b. handling enquiries, contracts or orders, including amendments;
c. obtaining customer feedback relating to products and services, including
customer complaints;
d. handling or controlling customer property;
e. Establishing specific requirements for contingency actions, when relevant.

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8.2.2 Determining the requirements for products and services

When determining the requirements for the products and services to be offered to
customers, PAC shall ensure that:
a. the requirements for the products and services are defined, including:
b. any applicable statutory and regulatory requirements;
c. those considered necessary by the GGC;
d. Any other requirements

8.2.3 Review of the requirements for products and services

8.2.3.1 PAC shall ensure that it has the ability to meet the requirements for products and
services to be offered to customers. The organization shall conduct a review before
committing to supply products and services to a customer, to include:
a. requirements specified by the customer, including the requirements for delivery
and post-delivery activities;
b. requirements not stated by the customer, but necessary for the specified or
intended use, when known;
c. requirements specified by the organization;
d. statutory and regulatory requirements applicable to the products and services;
e. Contract or order requirements differing from those previously expressed.
PAC shall ensure that contract or order requirements differing from those previously
defined are resolved.
The customer’s requirements shall be confirmed by PAC before acceptance, when
the customer does not provide a documented statement of their requirements.

8.2.4 Changes to requirements for products and services

PAC shall ensure that relevant documented information is amended, and that
relevant persons are made aware of the changed requirements, when the
requirements for products and services are changed.
Reference & Records
 MKT/PF/01 – Marketing process document
 Contract review record
 Customer survey questionnaire

8.3 Design and development of products and services

8.3.1 General
PAC has established, implemented and maintaining a design and development
process that is appropriate to ensure the subsequent provision of products and
services.

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8.3.2 Design and development planning

In determining the stages and controls for design and development, the organization
shall consider:
a. the nature, duration and complexity of the design and development activities;
b. the required process stages, including applicable design and development
reviews;
c. the required design and development verification and validation activities;
d. the internal and external resource needs for the design and development of
products and services;
e. the need to control interfaces between persons involved in the design and
development process;
f. the need for involvement of customers and users in the design and development
process;
g. the requirements for subsequent provision of products and services;
h. the level of control expected for the design and development process by
customers and other relevant interested parties;
i. the documented information needed to demonstrate that design and
development requirements have been met.

8.3.3 Design and development inputs

PAC shall determine the requirements essential for the specific types of products
and services to be designed and developed for each order and shall consider
a. functional and performance requirements;
b. information derived from previous similar design and development activities;
c. statutory and regulatory requirements;
d. standards or codes of practice that the organization has committed to
implement;
e. potential consequences of failure due to the nature of the products and
services.

Inputs shall be adequate for design and development purposes, complete and
unambiguous.
Conflicting design and development inputs shall be resolved.
PAC retains documented information on design and development inputs.

8.3.4 Design and development controls

The organization shall apply controls to the design and development process to
ensure that:
a. the results to be achieved are defined;
b. reviews are conducted to evaluate the ability of the results of design and
development to meet requirements;

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c. verification activities are conducted to ensure that the design and development
outputs meet the input requirements;
d. validation activities are conducted to ensure that the resulting products and
services meet the requirements for the specified application or intended use;
e. any necessary actions are taken on problems determined during the reviews, or
verification and validation activities;
f. Documented information of these activities is retained.

8.3.5 Design and development outputs

PAC shall ensure that design and development outputs:
a. meet the input requirements;
b. are adequate for the subsequent processes for the provision of products and
services;
c. include or reference monitoring and measuring requirements, as appropriate,
and acceptance criteria;
d. Specify the characteristics of the products and services that are essential for their
intended purpose and their safe and proper provision.
PAC shall retain documented information on design and development outputs.

8.3.6 Design and development changes

PAC shall identify, review and control changes made during, or subsequent to, the
design and development of products and services, to the extent necessary to ensure
that there is no adverse impact on conformity to requirements.
PAC shall retain documented information on:
a. design and development changes;
b. the results of reviews;
c. the authorization of the changes;
d. the actions taken to prevent adverse impacts.

Reference and records:

 D&D Process flow chart DD/PF/01
 DD Plan
 DD Input and review record
 DD Verification cum validation Record
 DD review MOM
 DD Change review record

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8.4 PAC shall ensure all externally provided products, processes and services conform to
the requirements

For this PAC determines controls to be applied on external providers where

a) products and services from external providers are intended for incorporation
into the organization’s own products and services;
b) products and services are provided directly to the customer(s) by external
providers on behalf of the organization;
c) a process, or part of a process, is provided by an external provider as a result of a
decision by the organization.

PAC applies criteria for evaluation, selection and re-evaluation of external providers
using External provider management record which is based on their ability to
consistently provide products, processes and services

8.4.2 Type and extent of control

PAC shall ensure that externally provided processes, products and services do not
adversely affect the organization’s ability to consistently deliver conforming products
and services to its customers by
a. ensuring that externally provided processes remain within the control of its
quality management system;
b. defining both the controls that it intends to apply to an external provider and
those it intends to apply to the resulting output;
c. taking into consideration:
1. the potential impact of the externally provided processes, products and
services on the organization’s ability to consistently meet customer and
applicable statutory and regulatory requirements;
2. the effectiveness of the controls applied by the external provider;
d. Determining the verification, or other activities, necessary to ensure that the
externally provided processes, products and services meet requirements.

8.4.3 Information for external providers

PAC shall ensure the adequacy of requirements prior to their communication to the external
provider.

The organization shall communicate to external providers its requirements for:

a. the processes, products and services to be provided;
b. the approval of:
1. products and services;
2. methods, processes and equipment;
3. the release of products and services;

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c. competence, including any required qualification of persons;

d. the external providers’ interactions with the organization;
e. control and monitoring of the external providers’ performance to be applied by the
PAC;
f. Verification or validation activities that PAC, or its customer, intends to perform at
the external providers’ premises.

8.5 Production and service provision

8.5.1 Control of production and service provision
PAC shall implement production and service provision under controlled conditions.
Controlled conditions shall include, as applicable:
a) the availability of documented information that defines:
1) the characteristics of the products to be produced, the services to be
provided, or the activities to be performed;
2) the results to be achieved;
b) the availability and use of suitable monitoring and measuring resources;
c) the implementation of monitoring and measurement activities at
appropriate stages to verify that criteria for control of processes or outputs,
and acceptance criteria for products and services, have been met;
d) the use of suitable infrastructure and environment for the operation of
processes;
e) the appointment of competent persons, including any required
qualification;
f) the validation, and periodic revalidation, of the ability to achieve planned
results of the processes
g) for production and service provision, where the resulting output cannot be
verified by subsequent monitoring or measurement;
h) the implementation of actions to prevent human error;
i) The implementation of release, delivery and post-delivery activities.
PAC has key processes covering shearing, bending, drawing, CNC machining, welding
and other support processes

PAC maintains record of controlled condition that includes first off / last off / line
inspection and router card.

Competent team is provided for ensuring the processes to happen in controlled

condition

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8.5.2 Identification and traceability

PAC shall use suitable means to identify outputs when it is necessary to ensure the
conformity of products and services.

PAC shall identify the status of outputs with respect to monitoring and measurement
requirements throughout production and service provision.

PAC shall control the unique identification of the outputs when traceability is a
requirement, and shall retain the documented information necessary to enable
traceability.

8.5.3 Property belonging to customers or external providers

PAC shall exercise care with property belonging to customers or external providers
while it is under its control or being used by it..

PAC shall identify, verify, protect and safeguard customers’ or external providers’
property provided for use or incorporation into the products and services. A register
of such properties are maintained by PAC covering complete details of origin, date of
receipt, intended use, storage location etc..

When the property of a customer or external provider is lost, damaged or otherwise

found to be unsuitable for use, the organization shall report this to the customer or
external provider and retain documented information on what has occurred.

8.5.4 Preservation
PAC shall preserve the outputs during production and service provision, to the
extent necessary to ensure conformity to requirements.

PAC uses dedicated trays with separation of each part and special trollies for large
parts. Till the time product is sent for powder coating dewatering oil coat is applied.

PAC has its own transport arrangements for moving the products to and from external
providers and to deliver to customer with special design for preservation form any
deterioration

8.5.5 Post-delivery activities

PAC shall meet requirements for post-delivery activities associated with the products
and services. In determining the extent of post-delivery activities that are required, the
GGC shall consider:
a. statutory and regulatory requirements;
b. the potential undesired consequences associated with its products and services;
c. the nature, use and intended lifetime of its products and services;
d. customer requirements;
e. Customer feedback.
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8.6 Release of products and services

PAC implemented planned arrangements, at appropriate stages, to verify that the
product and service requirements have been met.

The release of products and services to the customer shall not proceed until the
planned arrangements have been satisfactorily completed, unless otherwise
approved by a relevant authority who currently is Senior Manager Product quality,
and, as applicable, by the customer.

PAC shall retain documented information on the release of products and services.
The documented information shall include:
a) Evidence of conformity with the acceptance criteria;
b) Traceability to the person(s) authorizing the release.

8.7
8.7.1 PAC shall ensure that outputs that do not conform to their requirements are
identified and controlled to prevent their unintended use or delivery.

PAC shall take appropriate action based on the nature of the nonconformity and its
effect on the conformity of products and services. This shall also apply to
nonconforming products and services detected after delivery of products, during or
after the provision of services.

PAC shall deal with nonconforming outputs in one or more of the following ways:
a) correction;
b) segregation, containment, return or suspension of provision of products and
services;
c) informing the customer;
d) Obtaining authorization for acceptance under concession.

Conformity to the requirements shall be verified when nonconforming outputs are

corrected.

8.7.2 PAC shall retain documented information that:

a) describes the nonconformity;
b) describes the actions taken;
c) describes any concessions obtained;
d) Identifies the authority deciding the action in respect of the nonconformity.

This information is maintained with updating in the respective router card.

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9 PERFORMANCE EVALUATION
9.1.1 General
PAC determined:
a. what needs to be monitored and measured;
b. the methods for monitoring, measurement, analysis and evaluation needed to
ensure valid results;
c. when the monitoring and measuring shall be performed;
d. When the results from monitoring and measurement shall be analysed and
evaluated.
PAC shall evaluate the performance and the effectiveness of the quality management
system.
PAC retains appropriate documented information as evidence of the results more fully
tabulated in annexure 4 of this manual

9.1.2 Customer satisfaction

PAC monitors customers’ perceptions of the degree to which their needs and
expectations have been fulfilled through structured questionnaire which is normally
circulated once in a quarter. In addition the quality, delivery, service rating provided
by customer in their portal are also taken as reference

9.1.3 9.1.3 Analysis and evaluation

PAC periodically analyses and evaluates appropriate data and information arising from
monitoring and measurement which covers the following:
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 human resources;
g. The need for improvements to the quality management system.

Further the outcome is used to take appropriate decisions for enhancing the
performance of QMS and bring in continual improvements

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9.2 Internal audit

9.2.1 PAC conducts internal audits at planned intervals to provide information on
whether the quality management system:
a) Conforms to:
1) The PAC’s own requirements for its quality management system;
2) The requirements of this International Standard;
b) Is effectively implemented and maintained.

9.2.2 For this PAC:

a) plan, establish, implement and maintain an audit programme(s) including the
frequency, methods,
b) responsibilities, planning requirements and reporting, which shall take into
consideration the
c) importance of the processes concerned, changes affecting the organization, and
the results of
d) previous audits;
e) define the audit criteria and scope for each audit;
f) select auditors and conduct audits to ensure objectivity and the impartiality of the
audit process;
g) ensure that the results of the audits are reported to relevant management;
h) take appropriate correction and corrective actions without undue delay;
i) Retain documented information as evidence of the implementation of the audit
programme and the audit results.
Reference records
 Internal audit process IA/PF/01
 Annual plan
 Audit report
 Non-conformance report
 Audit summary report
 List of auditors

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9.3 MANAGEMENT REVIEW

9.3.1 General
Top management shall review its quality management system, at planned intervals, to
ensure its continuing suitability, adequacy, effectiveness and alignment with the
strategic direction of the organization.

9.3.2 Management review inputs

The management review shall be planned and carried out taking into consideration:
a) the status of actions from previous management reviews;
b) changes in external and internal issues that are relevant to the quality management
system;
c) information on the performance and effectiveness of the quality management
system, including trends in:
i. customer satisfaction and feedback from relevant interested parties;
ii. the extent to which quality objectives have been met;
iii. process performance and conformity of products and services;
iv. nonconformities and corrective actions;
v. monitoring and measurement results;
vi. audit results;
vii. the performance of external providers;
viii. the adequacy of resources;
ix. the effectiveness of actions taken to address risks and opportunities (see
6.1);
x. Opportunities for improvement.

9.3.3 Management review outputs

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

a) opportunities for improvement;

b) any need for changes to the quality management system;
c) Resource needs.

PAC shall retain documented information as evidence of the results of management

reviews.

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10 IMPROVEMENT
10.1 General
PAC shall determine and select opportunities for improvement and implement any
necessary actions to meet customer requirements and enhance customer satisfaction.

These shall include:

a) Improving products and services to meet requirements as well as to address future
needs and expectations;
b) Correcting, preventing or reducing undesired effects;
c) Improving the performance and effectiveness of the quality management system.

10.2 Non-conformity, corrective action

The deviations to the standard given in the Qualityperformance monitoring plan are
considered as non-conformity and corrective actions are taken to ensure that the
deviations do not recur.

The following system is followed for handling non-conformities and taking corrective
and preventive actions
a. Identifying non-conformity by monitoring and measuring process / product
parameters related to qualityaspects
b. Correcting and taking actions to mitigate their qualityimpacts
c. Investigating the root cause of the deviations
d. Taking actions in order to avoid their recurrence
e. Identifying potential non-conformities for the deviations and taking preventive
actions in order to ensure that the non-conformity does not occur.
f. Recording the results of corrective and preventive actions taken
g. Reviewing the effectiveness of corrective and preventive action taken

10.3 IMPROVEMENT
PAC continually improve the suitability, adequacy and effectiveness of the quality
management system to enhance performance.

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Annexure 1

Organization chart

CEO

Management
Business Head
representative

Head Head
Head Head
Manufacturin Customer Head HR
Operations Marketing
g service

Quality In
Charge

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The following are issues of concern which have been, or may be ,raised by Internal and external

EXTERNAL
TYPE ISSUES BIAS
Not obtained or not renewal Factory
Legal environment License, Fire license, Pollution Control Negative
License

Customer Drawing, Standards not Negative

Technological
followed

Social and Market Raw material cost is up & down Negative

Cheaper cost than SPR, long time

Competitive Negative
service than SPR

Internal

Values Low productivity

Negative
Language and communication
Culture
problems Negative

Knowledge Misunderstanding
Negative
Helmet, gloves, goggles are not wear
Safety
properly Negative
House Keeping FIFO and 5'S Techniques not followed
Negative

Process performance More Rejection and Rework.

Negative
Service Delay Delivery Negative

People Shortage / Absence of man power

Negative

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Annexure 3

Interested parties are those stake holders who receive our products or services, who may be
impacted by them, or those parties who may otherwise have a significant interested in our
company.
Sl.
INTERSTED PARTY INTERNAL/EXTERNAL NEEDS AND EXPECTATION
No
Quality, price, & delivery of products
01 CUSTOMERS External
and services, proper communication

Product performance/ease of
02 END USERS External
use/reliability/safety/ maintainability
Good work environment/job
03 EMPLOYEES Internal security/health/safety/ training/
promotion, recognition and reward
Increased growth, sales &
04 MANAGEMENT Internal profitability/efficiency & effectiveness
of operations
Profitability/return on
LEADERSHIP/SHARE
05 Internal investment/growth in market value of
HOLDERS
organization
EXTERNAL PROVIDERS Prompt payment, Increase scope and
OF PRODUCT AND volume of purchases/long-term
06 SERVICES (SERVICE External contractual
PROVIDERS / arrangements/information on future
TRANSPORTERS) requirements.
Compliance with applicable
LEGAL AUTHORITIES
07 External requirements and industry
(GOVT.)
standards/submission of reports.
Qualityprotection/Ethical
behaviour/growth in business and
GOVERNMENT &
08 External taxes to build infrastructure to
COMMUNITY
support community services, activities
and institutions.
Support for new technology updating
09 COMPETETIOR External
and Knowledge sharing
BANK/FINANCE
10 External Good financial performance

No complaints relating to : noise,

11 External parking, health and safety, pollution,
NEIGHBORS
waste, employment

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Annexure 4

Monitoring/
S. Process /
Measuring Frequency Responsibility Record Remarks
No Details
Point
Business
1. Director
Performance
Enquiry Executive
2.
Marketing conversion Director
Customer
Executive
3. perception
Director
level
On time
Executive
4. Design completion of
Director
D&D
Supplier
Head
5. performance
Operations
Purchase rating
Inventory Head
6.
Trend Operations
Hours of
Head
7. Training training
Operations
provided
Break down Half Yearly
8. Maintenance Head Mfg
trend
In Process
9. Head Mfg
rejection
Production On time
10. Head Mfg
delivery
11. Plan Vs Actual Head Mfg
12. Final rejection Head Mfg
On time
13. Quality Head Mfg
calibration
Customer
14. Head Mfg
complaint
Audit NC
15. MR MR
trend
Improvement
16. MR
Overall s achieved
17. Risk levels MR

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