001 Quality System Manual

Issue No.: 01 Revision No.: 00 Date: 1st Dec, 2015 Page No.
1 of 1
QUALITY MANAGEMENT SYSTEM MANUAL

MADE IN ACCORDANCE WITH ISO-9001: 2015 REQUIREMENTS
DOCUMENT NAME QUALITY MANAGEMENT SYSTEM MANUAL
COPY NO. PG/QSM/001
REVISION NO. 00
ISSUE NO. 01
APPROVED BY: MANAGING DIRECTOR
APPROVER’S SIGN
COPY HOLDER MANAGEMENT REPRESENTATIVE
SIGNATURE
PREPARED BY: MR APPROVED BY: MD

Issue No.: 01 Revision No.: 00 Date: 1st Dec, 2015 Page No. 1 Section No. 1.0
TABLE OF CONTENTS
CLAUSE SECTION PAGE
DESCRIPTION
NO. NO. NO.
-- Table of Contents 1.0 1
-- Company Profile & Introduction 2.0 2
-- Amendment Sheet 3.0 3
-- Distribution List 4.0 4
-- Quality Statement 5.0 5
-- List of Quality System Procedures 6.0 6
4 CONTEXT OF THE ORGANIZATION 7.0 7-8
5 LEADERSHIP 8.0 9-10
6 PLANNING 9.0 11
7 SUPPORT 10.0 12-15
8 OPERATION 11.0 16-23
9 PERFORMANCE EVALUATION 12.0 24-26
10 IMPROVEMENT 13.0 27
-- ORGANISATION STRUCTURE ANNEX-I 1-1
SEQUENCE AND INTERACTION OF KEY QMS

-- ANNEX-II 1-1
PROCESSES
-- RESPONSIBILITY & AUTHORITY ANNEX-III 1-4

COMPANY PROFILE & INTRODUCTION
Professional Group (hereafter called PG) was established in March 1989 as a Proprietor
company having Head Office location at 4/20, WEA, Karol Bagh, New Delhi, Pin No. 110005.
The Company is committed to provide quality services to Ministry of Rular Development,

Department of Agriculture, Human Child Development, Ministry of Statics, GSI, NABAR, BISA,
IFPRI and many more
The company has shown consistent improvement in its performance over the years in the
services of catering & house-keeping.
The organization has developed and implemented a quality management system to demonstrate
its ability to provide a quality services by identifying the needs of its customers, and to measure
customer satisfaction through the effective application of the system, including continual
improvement and the prevention of non conformity.
The purpose of this manual is to define and describe the quality system, to define authorities
and responsibilities of management personnel involved in the operation of the system, and to
provide general procedures for all activities comprising the quality system. Additionally, the
manual communicates to our employees, customers and External Provider the specific methods
that are in place to assure a quality services.

TITLE: AMENDMENT SHEET

AMENDED REVISION
DATE AMENDMENT DETAILS.
SECTION NO. NO.

TITLE: DISTRIBUTION LIST

S.NO AUTHORITY COPY NO.
1. MASTER COPY PG/QSM/001
2. CERTIFICATION BODY PG/QSM/002
Uncontrolled copies may be issued to customers with permission of MD. Master copy will be
retained by M.R. in lock & key.

QUALITY STATEMENT
QUALITY POLICY
“PROFESSIONAL GROUP” TEAM SHALL STRIVE TO
ACHIEVE THE CUSTOMER’S SATISFACTION BY TIMELY
EXECUTION OF QUALITY SERVICES ON COMPETITIVE
COST.
QUALITY OBJECTIVES
TO IMPROVE CUSTOMER SATISFACTION.
TO ENSURE ON TIME SERVICE EXECUTION.
TO MINIMIZE CUSTOMER COMPLAINTS RESOLUTION TIME.
TO IMPROVE EXTERNAL PROVIDER’S PERFORMANCE.

LIST OF STANDARD OPERATING PROCEDURES
S.NO. PROCEUDRE DESCRIPTION PROCEDURE NO.
1 Control of Documents QSP/MR/01
2 Control of Records QSP/MR/02
3 Internal Audit QSP/MR/03
4 Corrective Action QSP/MR/04
5 Management Review Meeting QSP/MR/05

4. CONTEXT OF THE ORGANISATION
4.1 Understanding the organisation and your context

The organization has identified external and internal issue as follows:
Internal issues External issues

Shortage of skilled person
External communication
Negative thinking of employees
Understanding of customer requirements
Lack of sprit in team culture
Uncertainty of orders
Behavior of workforce/ employees
Lack of Technological up gradation
Internal communication
Government policy & Regulations
Workforce/ Employee strikes etc
4.2 Understanding the needs and expectations of interested parties

Due to their effect or potential effect on the organization ability to consistently provide products
and services that meet customer and applicable statutory and regulatory requirements, the
organization shall determine:
a) the interested parties that are relevant to the quality management system
b) the requirements of these interested parties that are relevant to the quality management
system.
The organization shall monitor and review information about the interested parties and their
relevant requirements.
4.3 Determining the Scope of Quality Management System
“Provided Services of Catering & House-keeping”.
4.4 Quality management system and its processes

4.4.1 The organisation establishes implement, maintain and continually improve a quality
management system, including the processes needed and their interactions, in accordance with
the requirement of ISO-9001: 2015 standard.
The Quality Management System shall be maintained with the following considerations:
• Determine the inputs required and the output expected from these processes;
• Determines the sequence and interaction of these processes;
• Determines the processes needed for the quality management system and their
application throughout.

4. CONTEXT OF THE ORGANISATION
• Determines criteria and methods needed to ensure that both the operation and control
of these processes are effective,
• Determine the availability of resources and information necessary to support the
operation and monitoring of these processes
• Assign the responsibilities and authorities for these processes;
• Address the risks and opportunities as determined in accordance with requirements in
relevant section 6.1
• All these processes evaluated and implement the changes needed to ensure these
processes achieve planned results and continual improvement of these processes.
• Improve the processes and the quality management system.
4.4.2 The organisation extent necessary:

a) Maintain documented information to support the operation of its processes;
b) Retain documented information to have confidence that the processes are being carried
out as planned.
Refer the documents as follows:

Annexure-II - Sequence & Interaction of QMS Process

5 LEADERSHIP
5.1 Leadership and commitment
5.1.1 General
Management is committed to demonstrate leadership and commitment with respect to quality
management system by:
a) Taking accountability for effectiveness of the quality management system;
b) To ensure the quality policy and quality objectives made for quality management system
and compatible with direction of organization;
c) To ensure the integration of the quality management system requirement into
organization business processes;
d) To promote the use of process approach and risk based thinking;
e) To ensure the adequate resources to meeting the requirement of quality management
system;
f) To communicate the importance of effective quality management system;
g) To ensure the quality management system achieve the intended results;
h) Engaging, directing and supporting person to contribute to the effectiveness of the quality
management system;
i) To ensure the prompting improvement;
j) To define the supporting other relevant management roles demonstrate their leadership;
k) To meeting customer requirement as well as mandatory and legal requirements,
establishing the quality policy and objectives, providing resources necessary and
conducting Management Review Meetings
5.1.2 Customer Focus

Top management have demonstrate the leadership and commitment w.r.t. customer focus:
a) Customer and applicable statutory and regulatory requirements have been understood
and meeting the result as well;
b) The main objective of the quality management system is to focus our organization on
the customer, or more specifically, customer satisfaction.
c) In order to achieve satisfaction from our customers, our employees identify the
customer's expectations and fulfill them accurately and consistently and take feedback
from customer.

5 LEADERSHIP
5.2 Policy
5.2.1 Establishing the quality policy

Quality Policy framed by the top management is shown in section no 5.0 of this manual.
The policy has been framed in line with company’s vision focusing on continual
improvement of QMS. The quality policy shall be annually reviewed, to ensure its
continuing suitability.
5.2.2 Communicating the quality policy

Top management shall make sure that quality policy is understood within the organization
& and is displayed at all prominent places. The management also makes sure the quality
policy is available to relevant interested parties.
5.3 Organizational roles, responsibilities and authorities

Top management will define the responsibilities and authorities for related work, communicated
and understood within the organization.
Top management assigned the responsibility and authority for:

a. To ensure the quality management system conforms the requirements;
b. Processes are giving the desired results;
c. Reporting the performance of quality management system and opportunity for
improvements;
d. To ensure the promotion of customer focus within the organizations;
e. To ensure the integrity of quality management system is maintained when the
changes implemented.

Annexure-I - Organizational Structure
Annexure-III - Responsibilities & authorities.

6 PLANNING
6.1 Actions to address risks and opportunities
6.1.1 The organization is identified the risks at the time of planning for quality management
system as per process risk analysis (FRM/MR/11), the organizations determined the risk and
opportunities as per following factors:
a) Give assurance that the quality management system can achieve its intended results;
b) Enhance desirable effects;
c) Prevent, reduce undesired effects;
d) Achieve improvement
6.1.2 The organization is planned the corrective action plan of identified risks and opportunities
as per process risk analysis (FRM/MR/11).
6.2 Quality objectives and planning to achieve them
Measurable quality objectives have been established and are consistent with the quality policy.
Quality objectives are established throughout the organization to implement the quality policy, to
meet requirements for products and processes, and to improve quality system and performance.
Quality objectives define the direction and priorities for continual improvement.
Refer: Quality Objective Monitoring Sheet (FRM/MR/10).
6.3 Planning of changes
Management has ensured that QMS planning process involves the establishment and
communication of our quality policy and objectives through issuance of this manual and its
associated procedures, and through the provision of resources needed for its effective
implementation. Our management review process and internal audit process ensure the integrity
of our QMS is maintained when significant changes are planned and implemented that affect our
key QMS processes.

7. SUPPORT
7.1 Resources
7.1.1 General
The organization determined and provide the resources needed for the establishment,
implementation, maintenance and continual improvement of quality management system:
The capabilities of, and constraints on, existing internal resources;
What needs to be obtained from external providers?
Enhancing customer satisfaction by meeting their requirement.
7.1.2 People
The selection and assignment of personnel to ensure applicable competence is on the basis of
education, training and experience for personnel performing work affecting conformity to product
requirements. There is effective communication of responsibilities, authorities and function to
facilitate the efficient operation of the organization. Refer: Skill & Competency Criteria Chart
(FRM/TR/01)
7.1.3 Infrastructure
Organisation has provided necessary infrastructure;
a) Building and associated utilities;
b) Equipment, including hardware and software;
c) Transportation resources
d) Information and communication technology have been provided like phone, fax, courier,
notice board etc.
Major infrastructure needs are considered and evaluated during the management review
meetings.
Refer: List of Machines (FRM/SR/01)
7.1.4 Environment for the operation of processes

The organization provide necessary work environment to ensure organizational results and to
achieve conformity to product requirements and implemented.
Organisation maintains combination of human and physical factors, such as; Social (non
discriminatory, calm and non confrontational), Psychological (stress reducing, burnout
prevention and emotionally protective) and Physical (temperature, heat, humidity, light, airflow,
hygiene, noise etc.)

7. SUPPORT
7.1.5 Monitoring and measuring resources - Not Applicable
7.1.5.2 Measurement traceability - Not Applicable
7.1.6 Organizational knowledge

Personnel required to perform various activities as defined in the quality management system
are assigned on the basis of competence, education, training, skill and experience. During the
selection / recruitment, they are assessed for their skill through interview and / or putting them
on job and assessing their competence.
During the recruitment and selection, the skill & competence criteria chart in format number,
FRM/TR/01 is taken into consideration. The manpower requirement is reviewed regularly by the
top management or concerned HOD considering the current work load and expected jobs in
immediate future and appropriate actions are taken for any excess / short fall as identified.
The record of knowledge for current process will be maintained by top management or
concerned department. The organization is also determining how to improve the current
knowledge and skills. The internal and external sources to use for improving the knowledge and
skills. Refer: Annual Training Plan (FRM/TR/02), Training Record & Effectiveness
(FRM/TR/03)
7.2 Competence
The organization determines the necessary competency of persons related his work and its
control that affects the performance and effectiveness of the quality management system. To
ensure that the persons are competent on the basis of education, work experience, training
etc. Refer: List of Employees (FRM/TR/04)
If the person is not competent, take a necessary action to acquire the necessary competency
and also evaluate the effectiveness of the action taken. The record of effectiveness to
maintained for evidence.

7. SUPPORT
7.3 Awareness
The organization ensure that the persons doing work under the organizations control aware
of:
a) organizations quality policy
b) relevant quality objectives
c) their contribution of effectiveness and benefits of improved performance
d) result of not conforming with the quality management system
7.4 Communication
Top organization ensures that the internal & external communication through manuals,
procedures, instructions, quality records, and on-the-job training, Notice boards, Circulars,
Minutes of meeting, phones etc.
The organization consider during communication as follows:

a) on what it will communicate
b) when to communicate
c) with whom to communicate
d) how to communicate
e) who communicates
7.5 Documented information

7.5.1. General
A documented procedure is established to define the controls over documented information.
Documents established in this QMS are controlled and their reference is given in relevant
sections.
A documented procedure is in place to define the control needed for identification, storage,
protection, legibility, retrieval, retention time and disposition time of all Quality records.
Respective Records are maintained to give evidence that Quality Management System of the
company is operating effectively.
Refer: Procedure of Control of Documents (QSP/MR/01)

7. SUPPORT
7.5.2. Creating & updating
When creating & updating the documented information, the organization ensures as follows:
a) identification and description (i.e. title, date, document no., revision status etc.)
b) format and media (language, hardcopy, softcopy, etc.)
c) review and approval for suitability and adequacy
7.5.3. Control of documented information
7.5.3.1 Documented information is required by the quality management system, the

organization ensures as follows:
a) it is available and suitable for use, where and when it is needed
b) it is adequately protected (from loss of confidentially, improper use, or loss of integrity).
7.5.3.2 During the control of documented information, the organization ensures the following
activities:
a) distribution, access, retrieval and use of documented information,
b) storage and preservation, including legibility of documented information,
c) control of changes in documented information
d) retention and disposition of documented information
Refer: Procedure of Control of Records (Documented Information) (QSP/MR/02)

QSP/MR/01 Control of Documents
QSP/MR/02 Control of Records

8. OPERATION
RECEIPT OF NEW ENQUIRY
ENQUIRY EVALUATION
CONFIRMATION WITH PARTY

AND MENU DISCUSSION
GROUP MEETING WITH ALL STAFF
COOK HEAD ISSUE DEMAND LIST

TO DIRECTOR
DEMAND LIST SEND TO PURCHASE

DEPTT FOR PURCHASING
ORDERING TO SUPPLIER
QTY/WEIGHT VERIFICATION & PROPER

STORAGE OF GOODS
COOKING
FOOD TESTING
NOT OK
OK
SERVING
CLEANING
BILLING

8. OPERATION
8.1 Operational planning and control

The organization identifies the processes and sub-processes, which are required to realize the
product and satisfy the requirements of customers and other interested parties.
The identified processes are planned with appropriate sequence of operation as per process flow
chart & processes & inter-relation chart and necessary resources are provided for its effective and
efficient achievement. The planning is made consistent with the requirements of other processes of
the quality management system.
In planning the processes for realization of the product and control of processes needed to meeting
the customer requirements for the provision of products and services, the organization determines
the following, as appropriate: -
a) Determining the requirements for the product and services.
b) Resources and facilities specific to the product. This includes identification of appropriate
equipment, infrastructures, standards and statutory rules and regulations as applicable.
Presently statutory rules & regulations are not applicable for the present range of product.
c) Various interrelated processes & documentation needed to perform them.
d) Verification, validation, monitoring, inspection and testing activities, and the criteria for
acceptability of the product. The results of validation of processes and verification inputs are
considered as inputs for the process to achieve continual improvement.
e) Records are necessary to provide confidence of conformity of the processes and resulting
products.
The organization establishes and maintains documented process flow chart, process control plan,
process sheet, drawings/sketches and any other documents as required in the areas where the
absence of such documents would adversely affect the quality. The documents describe how the
activities are performed.
Washing, Dry-cleaning, Maintenance of equipment/ machines and Internal Audit have

been identified as outsource job. The control over such job by Director.

8. OPERATION
8.2 Requirements for products & services
8.2.1 Customer communication

Upon receipt of an enquiry or an order, the organization determines and implements
arrangements for communication with the customer, so that a one-point communication channel
is established. The communication methodology lays down that director shall communicate with
the customer for: -
a) Service information.
b) Enquiry or order execution including changes.
c) Customer feedback, including customer complaints.
d) Controlling of customer properties
e) Specific requirement for contingency actions
Upon receipt of any customer complaint, the details are recorded in format number FRM/MK/03
(Customer Complaints Register) and handled by Director in an effective manner.
8.2.2 Determining the requirements for product and services

The organization determines the customer requirements, which includes: -
a) Requirements specified by the customer including the requirements for delivery and post
delivery activities as applicable.
b) Requirements not specified by the customer but necessary for intended or specified use,
where known.
c) Statutory and regulatory requirements related to the product / services as applicable.
d) Any additional requirements determined by the organization.

8. OPERATION
8.2.3 Review of requirements for product and services
8.2.3.1 The organization ensures that ability to meet the customer requirements for products
offer to customers.
The director reviews the customer requirements. This review is conducted prior to the
commitment of the organization to deliver the services to the customer to ensure that the
order is clear and specific and all requirements of the customer are defined and the
organization has the capability to provide the requested services.
The director ensures that the service requirements are clearly defined / stated and
understood. He also ensures where the customer does not provide any documented
statement of requirement (e.g. verbal request), the customer requirements are clear and
understood and confirmed from the customer through telephone before its acceptance.
The details of enquiry and the quotations are recorded in the format FRM/MK/01 (New
Business Enquiry Record).
8.2.3.2 The organization maintains the record of reviews and any new requirements for the product.
8.3 Design and development of products and services.
Not applicable

8. OPERATION
8.4 Control of externally provided products and services

8.4.1 General
The director controls its purchasing processes in accordance with the following established
procedure to ensure that the purchased products conform to specified requirements of the
organization / customer. The control is exercised by purchasing items from selected external
providers on the basis of their ability to meet specified requirements including quality system
and specific quality assurance requirements.
The type and extent of control applied to the external providers and the purchased product
depends upon the effect of the purchased product on subsequent product realization
process or the final product.
The director evaluates and selects the external providers based on their ability to supply
product in accordance with the organization’s requirements. A “List of External Providers”
selected through the defined process is maintained in format number FRM/PU/01 (List of
External Providers) by the director. This list is updated with every addition or deletion or as
per requirement.
All those external providers have been supplying for the last many years and whose
performances have been found to be good, have been initially listed.
The purchases are carried out from the approved external providers only. However, due to
non-availability of items with the approved source or the time constraints, the director may
allow the purchases of items from other sources. The external providers are selected on the
basis of criteria defined in the format FRM/PU/01 (List of External Providers).
Performance of external provider is carried out as a routine after the supply of product and
records or planned interval. The record of evaluation is maintained in format no FRM/PU/02.
Where performance of any provider is found to be unsatisfactory, an appropriate action is

taken viz. deletion from list or keeping them on hold for a certain period etc. The provider is
also informed of the decision for taking corrective measures for removal of the hold or fresh
enlistment as applicable. If required an alternative supplier is located.
The external provider’s performance is calculated on the basis of quality, quantity & delivery
rating. Criteria defined in the related format FRM/PU/02.

8. OPERATION
8.4.2 Type and extent control

The organization established and implemented the activities necessary for ensuring that the
purchased product meet specified requirements.
The supplied materials are verified during incoming inspection by the quality assurance as
specification given to providers.
After receipt of the raw materials/products from External Provider, the same is verified in-house
by the concerned person under the supervision of director.
8.4.3 Information for external providers
The organization ensure the adequacy of requirements prior to their communication to the external
providers:
Normally, for the regular providers no purchase order is issued for the supply of goods and the
orders are confirmed verbally/telephonically.
When requested by the provider, the purchase order is issued. The details of item indicating
specification and other positive identification are incorporated within the purchase orders.
For the verbal or telephonic orders, the product standard / specifications / grade are
communicated to the supplier during the ordering. Since all the External Provider have been
supplying similar products for many years and their quality has been found to be good. Hence
no separate specifications are supplied and the details are communicated during ordering.
Whether a formal purchase order has been issued or verbally/telephonically confirmed the
purchasing details are maintained.
The incoming products are verified upon receipt and no verification is carried out at
supplier’s premises.
Where the organization or its customer intends to perform verification activities at the
supplier’s premises, the director will notify the same to the External Provider during the
ordering. In such cases, the verification activities will be coordinated by the quality
assurance.

8. OPERATION
8.5 Production and service provision
8.5.1 Control of Production and service provision

The Director plans and carries out production under controlled conditions in accordance with
the customer’s specified requirements in order to be able to provide acceptable product to the
customer. The controlled condition includes the following: -
a) Availability of information that specifies the customer requirements and expectations etc.
b) Use and maintenance of suitable equipment for production and service creations.
c) Availability of and compliance with reference standards / codes and statutory and
regulatory requirements as applicable.
d) Implementation of monitoring activities including review and approval of product before its
use.
To ensure the proper working of machinery, preventive maintenance is carried out as per
preventive maintenance check sheet FRM/SR/04. The records for the preventive maintenance
are maintained and kept with concerned department.
The breakdown maintenance is carried out under the supervision of foreman and details are
recorded in format number, FRM/SR/02 (Machine Breakdown Record) indicating the date &
time of occurrence, probable causes, corrective actions, date & time of completion and total
breakdown hours.
8.5.2 Identification & traceability
The identification sticker / boards is used to identify the food / vegetables etc.
8.5.3 Property belonging to customers or external providers

Presently this clause of ISO 9001: 2015 is applicable.
8.5.4 Preservation
Items received from various external providers are stored in appropriate locations till items are
used.

8. OPERATION
8.6 Release of products and services
After completion of processing and before delivery/serving the concerned person checks the
items.
8.7 Control of nonconforming outputs
Organisation has maintained procedure to ensure that product not conforming to specified
requirements is identified, and prevented from inadvertent use or shipment. Every effort is made
to identify potential non-conformances before the customer is affected. Upon detection of a non-
conformance, the customer and other affected parties are Notified. A documented procedure
shall be established to define the controls in order to prevent recurrences, appropriate action is
taken to record, evaluate, and correct the non-conformance.

9 PERFORMANCE EVALUATION
9.1 Monitoring, measurement, analysis and evaluation

9.1.1 General
The organization will be analyzed the data as per quality objectives defined in the related section
and trend chart will be displayed at appropriate places if required. The record will be kept with
related concerned person.
9.1.2. Customer Satisfaction

Organisation monitors information relating to customer perception to determine whether it has
met or exceeded customer requirements. This information is categorized into various categories
to help with the processing of the data for determining levels of satisfaction. The results serve
as input into continual improvement, preventative action, and Management Review processes.
Customer perception data can include: Annual customer feedback forms, Data on delivered
product quality, Lost business analysis, etc. The verbal feedback received from customers by
Marketing/QA person, If the feedback form not gives us by customers. (FRM/MK/04)
9.1.3 Analysis and evaluation

Data and information recorded in quality records are compiled and analyzed periodically to
determine trends in the performance and effectiveness of the quality system and to identify
opportunities for improvement. The Quality Team is responsible for coordinating these activities,
and for reporting conclusions and trends to management. (FRM/MR/10)
The following data will be analyzed and discuss in the management review:
a) Conformity of products and services;
b) Customer satisfaction level
c) No of Customer complaints
d) Customer returns
e) Performance and effectiveness of the quality management system;
f) Planning v/s implemented effectively;
g) Effectiveness of the actions taken and opportunities;
h) The performance of external providers;
i) Training plan v/s actual trainings

9.2 Internal audit
9.2.1 Internal audits are conducted to ensure activities conform to quality management system
and to the requirements of ISO 9001:2015. Internal audits also ensure that processes
within the quality management system are effectively implemented and maintained.
9.2.2 Internal audits will be conducted every six month by trained internal auditors or certified
lead auditor from external sources.
a. A documented procedure will be established to define the responsibilities and

requirements for planning and conducting audits, establishing records and
reporting results. MR and concerned department head are responsible for
ensuring necessary corrections and corrective action for internal audits non
conformities.
b. Define the audit criteria and scope for each audit;
c. Select auditors and conduct audits to ensure objectivity and impartiality of the
audit process;
d. The output of the internal audit process is information, which serves as input into
the continual improvement process and Management Review.
e. Take appropriate correction and corrective actions without undue delay.
f. The record of internal audit is maintained and kept with concerned person.
Refer: Procedure for Internal Audit : QSP/MR/03

9.3 Management review

9.3.1. General:
The purpose of management reviews is to evaluate the continuing suitability, adequacy,
effectiveness and alignment with the strategic direction of the organization and quality system.
Management review is conducted once in every six months.
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 of the quality management system;
c) information of the performance and effectiveness of the quality management system
including trends as below:
1. customer satisfaction and feedback from relevant interested parties;
2. the extent to which quality objectives have been met;
3. process performance and conformity of product and services;
4. nonconformities and corrective actions;
5. monitoring and measurement results;
6. audit results;
7. the performance of external providers;
d) the adequacy of resources;
e) the effectiveness of actions taken to address risks and opportunities;
f) opportunities for improvement
Refer: Procedure for Management Reviews (QSP/MR/05)
9.3.3 Management Review Outputs:

The output of management review are include decisions and actions related to:
a) opportunity for improvement;
b) any need for changes to the quality management system
c) resource needs

10. IMPROVEMENT
10.1 General
The organization are determine and select the opportunities for improvement and implement
necessary actions to meeting the customer requirements including the customer
satisfaction.
a) Improving products and services to meet requirements as well as to address future
needs and expectations;
b) Correcting, preventing and reducing undesired effects;
c) Improving the performance and effectiveness of the quality management system.
10.2 Nonconformity and corrective action

When the nonconformity occurs, the corrective action is determined on the basis of identified
actual nonconformities. Correction & Corrective action requests are typically triggered by failed
inspection, customer complaint and/or product return, nonconforming delivery from a external
providers, or a quality system audit finding. Correction & Corrective actions are initiated to
eliminate the nonconformities from root cause and prevent them from reoccurring.
A documented procedure is established and maintained to define requirements for Review of

non conformities, Why-Why Analysis (Root cause analysis), Countermeasures (Implementation
of corrective action), Results (Verification of corrective action), Standardization (Making
corrective action permanent), Records of action taken. Reviewing the effectiveness of the
corrective action taken.
Refer: Capa report (FRM/SR/05)
10.3 Continual improvement

Continual improvement is a process that is undertaken throughout the organization by use of
management review records, data analysis & evaluations, opportunity for improvement, Quality
objective monitoring etc.
Employees are also encouraged to come forward with ideas for improving products, processes,
systems, productivity, and working environment. These improvement opportunities are
evaluated and prioritized by the Quality Team, and where appropriate, are implemented through
the system of corrective actions.

Issue No.: 01 Revision No.: 00 Date: 1st Dec, 2015 Page No. 1 of 1
ANNEXURE-I
ORGANISATON CHART
MANAGING DIRECTOR
DIRECTOR/MR*
HR & Training*
House-keeping
Kitchen Head
Dinning Head
Accounts &
Marketing*
Purchase
Finance
Stores
Head
Service Boys
Service Boy
* indicating same person and Accounts department is not under ISO preview.

ANNEXURE-II
SEQUENCE AND INTERACTION OF KEY QMS PROCESSES
Document Control
Human Resource
Record Control
Internal Audit
Management
Maintenance
Marketing
Purchase
Service
Review
Functions
Document Control -- √ √ √ √ √ √ √ √
Record Control √ -- √ √ √ √ √ √ √
Human Resource √ √ -- √ √ √ √ √ √
Marketing √ √ √ -- -- -- -- √ √
Purchase √ √ √ -- √ -- -- √ √
Service √ √ √ -- √ √ -- √ √
Maintenance √ √ √ -- -- √ -- √ √
Internal Audit √ √ √ √ √ √ √ √ √
Management
√ √ √ √ √ √ √ √ √
Review

ANNEXURE-III
RESPONSIBILITY & AUTHORITY
DESIGNATION : MD / CUSTOMER REPRESENTATIVE
RESPONSIBILITIES :
• Overall responsible for company functions.
• Formation of Quality Policy, Objectives along with other Members and ensuring
compliance.
• To approve Quality Manual (QM), Quality System Procedures (QSP)
• Approves Review of customer orders & amendments.
• Finalisation of new projects.
• Approves Purchase of machinery, tools, instruments etc.
• To evaluate the feasibility of manufacturing process and up gradation thereof.
• To ensure timely compliance of all statutory requirements.
• Provision of adequate resources
• Responsible for providing strategic direction to the company for business growth
• Responsible to control financial activities.
• To liaison with customers.
AUTHORITIES :
• To take appropriate steps as necessary to maintain effectiveness of QA System.
• Establish Quality Policy, determine Company’s performance.
• Conducts Management Review Meeting and review effectiveness of Quality
system.
• Delegating his powers to other executives of the company in his absence.
• Appointment of staff/executives.

ANNEXURE-III
DESIGNATION : MANAGEMENT REPRESENTATIVE
RESPONSIBILITIES :
• Management Representative on all quality related matters.
• Ensure all Q System Documents are properly controlled.
• Plan and conduct Internal Audits of Quality system along with other internal auditors.
• Convene Management Review Meetings and maintain records of minutes of
meetings.
• Liaison / Co – ordination with Internal / External auditors for effective implementation
of Quality system.
• To ensure that all Non - Conformities observed in Internal Audit are effectively
resolved.
• To ensure proper training of all employees working under him.
• Ensuring a quality system is implemented and maintained.
• Reporting to management on the quality system and the need for improvement.
AUTHORITIES :
• To take appropriate steps so that all above activities are documented, established
and maintained.
• QMS related problems are recorded acted upon and resolved.

ANNEXURE-III
DESIGNATION : MARKETING DEPARTMENT
RESPONSIBILITIES :
• Responsible for Review of Customer Requirements and amendments there of.
• Maintaining & improving company’s business growth.
• Responsible for reviewing / acceptance of all P.O.’s as per customer requirement.
• Responsible for getting customer feedback to achieve customer satisfaction
• Guides Prod. Deptt. to plan production as per customer’s requirement.
• Records all Customers’ complaints.
• Responsible for co-ordination with projects for timely delivery
• Handling all business inquiries.
• Reviewing pricing policy & implementing.
• Responsible for visiting customer for receiving orders
AUTHORITIES :
• To ensure that all the above responsibilities are effectively carried out.
DESIGNATION : PURCHASE DEPARTMENT
RESPONSIBILITIES :
• To carry out item Planning as per customer requirement.

• Negotiate prices with External Provider.
• To seek approval of new External Provider
• Checks progress of purchase orders.
• To review supplier performance.
AUTHORITIES :
• To ensure that all the above responsibilities are effectively carried out.

ANNEXURE-III
DESIGNATION : SERVICE & MAINTENANCE
RESPONSIBILITIES :
• To ensure smooth functioning of service activities.

• To carry out manpower requirement planning.
• To ensure delivery of services as per planning.
• To ensure all safety norms are adhered in the required places.
• To carry out Preventive maintenance of all equipments.
• To ensure adherence to preventive maintenance schedule.
• To bring down machinery / equipment breakdown time.
• To ensure smooth functioning of machines/equipments.
• To ensure proper cleanliness in the service area.
• To ensure proper inspection of incoming / serving items.
• Maintaining highest level of house keeping
AUTHORITIES :
• To ensure that all the above responsibilities are effectively carried out
• Authorized for all activities related to service.

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001 Quality System Manual

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Issue No.: 01 Revision No.: 00 Date: 1st Dec, 2015 Page No.

QUALITY MANAGEMENT SYSTEM MANUAL

DOCUMENT NAME QUALITY MANAGEMENT SYSTEM MANUAL

COPY NO. PG/QSM/001

APPROVED BY: MANAGING DIRECTOR

COPY HOLDER MANAGEMENT REPRESENTATIVE

PREPARED BY: MR APPROVED BY: MD

-- Company Profile & Introduction 2.0 2

-- Amendment Sheet 3.0 3

-- Distribution List 4.0 4

-- Quality Statement 5.0 5

-- List of Quality System Procedures 6.0 6

4 CONTEXT OF THE ORGANIZATION 7.0 7-8

5 LEADERSHIP 8.0 9-10

7 SUPPORT 10.0 12-15

8 OPERATION 11.0 16-23

9 PERFORMANCE EVALUATION 12.0 24-26

-- ORGANISATION STRUCTURE ANNEX-I 1-1

SEQUENCE AND INTERACTION OF KEY QMS

-- RESPONSIBILITY & AUTHORITY ANNEX-III 1-4

PREPARED BY: MR APPROVED BY: MD

COMPANY PROFILE & INTRODUCTION

The Company is committed to provide quality services to Ministry of Rular Development,

PREPARED BY: MR APPROVED BY: MD

TITLE: AMENDMENT SHEET

PREPARED BY: MR APPROVED BY: MD

TITLE: DISTRIBUTION LIST

1. MASTER COPY PG/QSM/001

2. CERTIFICATION BODY PG/QSM/002

PREPARED BY: MR APPROVED BY: MD

PREPARED BY: MR APPROVED BY: MD

LIST OF STANDARD OPERATING PROCEDURES

S.NO. PROCEUDRE DESCRIPTION PROCEDURE NO.

1 Control of Documents QSP/MR/01

2 Control of Records QSP/MR/02

3 Internal Audit QSP/MR/03

4 Corrective Action QSP/MR/04

5 Management Review Meeting QSP/MR/05

PREPARED BY: MR APPROVED BY: MD

4. CONTEXT OF THE ORGANISATION

4.1 Understanding the organisation and your context

Internal issues External issues

4.2 Understanding the needs and expectations of interested parties

4.3 Determining the Scope of Quality Management System

“Provided Services of Catering & House-keeping”.

4.4 Quality management system and its processes

PREPARED BY: MR APPROVED BY: MD

4. CONTEXT OF THE ORGANISATION

4.4.2 The organisation extent necessary:

Refer the documents as follows:

PREPARED BY: MR APPROVED BY: MD

5.1.2 Customer Focus

PREPARED BY: MR APPROVED BY: MD

5.2.1 Establishing the quality policy

5.2.2 Communicating the quality policy

5.3 Organizational roles, responsibilities and authorities

Top management assigned the responsibility and authority for:

Refer the documents as follows:

PREPARED BY: MR APPROVED BY: MD

6.1 Actions to address risks and opportunities

6.2 Quality objectives and planning to achieve them

6.3 Planning of changes

PREPARED BY: MR APPROVED BY: MD

7.1.4 Environment for the operation of processes