ABC QualityManual

ABC
Quality Manual
QMG
Document Info
DOC ID
DOC NAME
FILE NAME
CONTROLLER
VERSION
RELEASE DATE
AUTHORED BY
REVIEWED BY
APPROVED BY
ABC-QualityManual
Quality Manual of ABC Company
ABC-QualityManual.doc
QMG
2.0
(Date baselined after approval)
History
VERSION
DATE
AUTHORED/
REVISED BY
REVIEWED
BY
1.0
APPROVED
BY
REASON FOR
AMENDMENT
Quality
objectives made
measurable
2.0
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QUALITY MANUAL
Quality Manual Approvals

Name
Position
Produced by
QMG
Approved by
Management
Representative
(MR)
Authorized by
CEO
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Signature
Date
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REVISION HISTORY
Revision
No.
1.1
1.2
1.3
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Date of
Revision
Revised By
QMG
Reason for Update

Included name of MR
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Table of Contents
Message from the President.............................................................................................................3
1.
Introduction............................................................................................................................3
1.1. Scope..................................................................................................................................3
1.2. Application/ Inclusion/ Exclusion......................................................................................3
1.3. Definitions, Abbreviations and Acronyms.........................................................................3
2.
Company Profile....................................................................................................................3
2.1. Contact Information............................................................................................................3
3.
Quality Policy and Quality Objectives..................................................................................3
3.1. Quality Policy.....................................................................................................................3
3.2. Quality Objectives..............................................................................................................3
4.
Quality System.......................................................................................................................3
4.1. Quality System Model........................................................................................................3
5.
Management Responsibility..................................................................................................3
5.1. Management Commitment.................................................................................................3
5.2. Customer Focus..................................................................................................................3
5.3. Quality Policy.....................................................................................................................3
5.4. Quality Planning.................................................................................................................3
5.5. Responsibility, Authority and Communication..................................................................3
5.6. Management Reviews........................................................................................................3
6.
Resource Management...........................................................................................................3
6.1. Provision of Resources.......................................................................................................3
6.2. Human Resources...............................................................................................................3
6.3. Infrastructure......................................................................................................................3
6.4. Work Environment.............................................................................................................3
7.
Product Realization................................................................................................................3
7.1. Planning of Product Realization.........................................................................................3
7.2. Customer-related processes................................................................................................3
7.3. Design and Development...................................................................................................3
7.4. Purchasing..........................................................................................................................3
7.5. Production and Service.......................................................................................................3
8.
Measurement, Analysis and Improvement............................................................................3
8.1. General...............................................................................................................................3
8.2. Monitoring and Measurement............................................................................................3
8.3. Control of nonconforming product.....................................................................................3
8.4. Analysis of Data.................................................................................................................3
8.5. Improvement.......................................................................................................................3
9.
Appendices............................................................................................................................3
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Message from the President

In order for ABC to maintain its position as a provider of global quality software
solutions, it is essential that we consistently meet or exceed our customers requirements and
expectations for the quality, performance, timeliness, and cost of the products and services we
provide. Continuous progress in all areas of our business, acquisition of new knowledge assets
and increase in productivity and quality will keep ABC superior to the competition.
The quest for quality in ABC is part of its overall commitment to excellence. Quality
means conformance to requirements. Our customers, now and in the future, judge ABC on the
overall quality of the products and services we deliver. If we get it right and if we satisfy the
customers' needs, they will continue to work with us. We have set ourselves a demanding
standard for quality. Our objective is to provide competitive systems, products and services
which fully meet our internal and external customers' requirements.
This manual defines ABC policies that reflect the requirements of ISO 9001, Quality
management systems-Requirements and corporate quality values. Implementation of these
policies ensures that we consistently meet the quality and performance requirements of
customers in a timely and cost-effective manner.
I personally affirm my commitment to enhancing the ABC Quality System through the
implementation of ISO 9001: 2000. I fully support the provisions of this Quality manual and
solicit the active partnership of all ABC personnel in its implementation throughout the company.
CEO
ABC Infosystems Pvt. Ltd.
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1. Introduction
This document describes the overall quality system at ABC and is a mandatory
requirement of the system. It includes all requirements of ISO 9001: 2000. It also includes
additional requirements necessary for ABC to be a world-class provider of software solutions.
The ABC Quality System has three interrelated objectives:
1.1.
To reinforce customers' confidence that ABC is capable of delivering software

products and services that meet customers' quality expectations.
To attain and maintain desired quality at an optimum cost through planned and
efficient use of people, technological, and material resources available.
To develop and improve key cross functional business processes.
Scope
The scope of the ISO 9001:2000 certification:

The design and development of Information Technology, including software solutions and
services.
The primary source for services/ products delivered to ABC customers resides within the
disciplines of Information Technology.
1.2.
Application/ Inclusion/ Exclusion
The ABC Quality Management System satisfies the full range of requirements of ISO
9001:2000. ABC does not subcontract work presently. If we do subcontract work in future, the
subcontractors will be included in the Quality System to the extent that their contract stipulates
that they follow ABC Quality System procedures.
1.3.
Definitions, Abbreviations and Acronyms
1.3.1.
Definitions
Customer
Customer Agreement
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Any organization or individual that enters into

a formal agreement with ABC for delivery of
products or services from ABC.
Contract, Work Order, Memorandum of
Agreement, Memorandum of Understanding,
Master Service Agreement, Non-Disclosure
Agreement, Program or Project Plan, ABC
Plan/ Proposal combined with a documented
form of customer acceptance (for example,
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Approving Official
Objective Evidence
Product
Program Plan
Project Plan
Quality Policy
Quality Objectives
Quality Record
Quality System
Responsible Manager
Service
Shall
Will
1.3.2.
QMS
QMG
MR
HR
SEPG
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customer letter of acceptance) or any other

legal commitment entered into by ABC to
deliver a product or service.
ABC person authorized to approve a Customer
Agreement.
Information which can be proven true based on
facts obtained through observation,
measurement, test, or other means
Systems, software, data and/ or processed
material resulting from ABC activities or
processes.
Document that establishes the overall project
baseline for implementation as well as
agreements.
Document that establishes the overall baseline
for implementation.
Overall intentions and directions of ABC with
regard to quality as formally expressed by the
management.
The means of achieving the overall intentions
of the Quality Policy.
That which provides objective evidence.
ABC organizational structure, procedures,
processes and resources needed to implement
quality management.
Person having the responsibility and authority
to accomplish/ implement a specific activity or
process (includes department managers,
project managers and project leaders).
Consulting, physical work and/ or intellectual
work.
Use of this word means the action described is
mandatory.
Use of this word shows intent. Use of this
word means the action described is not
mandatory.
Abbreviations
Quality Management System
Quality Management Group
Management Representative
Human Resources
Software Engineering Process Group
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SQA
TM
PM
PL
DP
SRS
CI
CRM
Software Quality Assurance

Technical Manager
Project Manager
Project Leader
Documented Procedure
System Requirements Specification
Configuration Item
Customer Relationship Management
2. Company Profile
ABC Infosystems is a global IT solutions company with expertise in the business of
providing high quality software solutions across a broad spectrum of technologies.
Since its inception in year, ABC has grown into a multinational company that focuses on
converting technology potential into real business value. ABC has evolved from an organization
providing software services to a value added software solutions provider. ABC provides its
services through its locations, and supports these services with its state of the art development
center in location of HQ.
ABC information technology consultants provide expertise to meet customers exacting
standards. They are skilled professionals with authority in computing technologies and possess
immense experience to execute complex software projects. They have a disciplined, yet flexible
approach to developing solutions.
Aggressive pricing clubbed with superior quality of services, has seen ABC build strong
relationships with its customers. Further, ABC works on flexible pricing models including the
fixed price model, time & material contracts, retainer-ship or the virtual office concept and the
revenue sharing model.
The key to ABC success has been the ability to deliver to their customers what they need
at very competitive prices. High emphasis is laid on the quality and timeliness of the deliverables
and ISO 9001 2000 standards are followed to maintain the same.
2.1.
Contact Information
ABC Infosystems Pvt. Ltd,
Address
Tel:
Email:
Website:
3. Quality Policy and Quality Objectives
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3.1.
Quality Policy
QUALITY POLICY
<State companys quality policy here.>
ABC Management ensures that the companys quality policy:
Is appropriate for the purpose of ABC activities
Includes commitments to comply with the requirements of all applicable standards
and regulations and continually improve the effectiveness of the QMS
Provides a framework for establishing and reviewing quality objectives
Is communicated and understood within the organization
Is reviewed for continuing suitability
The goal of ABC is to provide customers with high quality products. It accomplishes this
goal by listening to customers needs and translating these needs in to continuously improved
products and services. The Management Representative is responsible for ensuring that the
quality policy is understood, implemented and maintained at all levels. This is accomplished
through one on one and/ or group training of all employees. The above quality policy describes
ABC overall intentions and directions with regard to quality.
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3.2.
Quality Objectives
QUALITY OBJECTIVES
<State companys quality objectives here.>
4. Quality System
To achieve our quality goals, it is necessary that everybody in ABC use the same
processes, procedures and practices and has the same understanding of executing a project. This
is possible only if all the procedures and practices are easily available in one place. This is
achieved by maintaining the Quality System.
Quality System is a documented engineering process that identifies the steps followed in
the development process, the practices and procedures used to support those steps and all the
organizational elements and individuals involved in the process with their roles and
responsibilities.
4.1.
Quality System Model

There are three kinds of processes in the ABC Quality System. They are:
Quality System Management Process

Development Processes
Supporting Processes
Quality System Management Process includes the procedures and practices for setting up
the Quality System, controlling the changes to the Quality System (like Quality Manual,
Procedures, Guidelines, Checklists, Templates and Standards) and to ensure that all the defined
processes, procedures and practices in the Quality System are being implemented. This also
includes a procedure for improving the Quality System depending on the problems identified.
Development Processes include the processes and activities required to execute the
processes successfully.
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See the figure above. These processes and activities are grouped as:
Software Lifecycle Processes

These are the basic processes used in the managed Software Development
Process.
Software Management Processes

These are the processes, which help in managing and controlling the main
software lifecycle activities.
Supporting Activities
These are the other activities apart from the Software Lifecycle and Management
activities, which are used by ABC as and when required to execute the projects
successfully. An example is the System Administration process.
Supporting Processes are processes connected with the Marketing Department, Finance
Department and the Human Resources Department.
Note: All the QMS procedures are listed in Appendix C.
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4.1.1.
Quality System Management Process
ABC has established and documented a Quality System and maintains it as a means of
ensuring that our products and services conform to specified requirements.
The requirements of this Quality System are defined in the following controlled documents:
a. ABC Quality Manual
This is an overview of the Quality System. It addresses the requirements for achieving
the company objectives, as well as ISO 9001 2000 requirements. This manual includes the
companys quality policy, mission statement, quality objectives and outlines of the procedures
and practices defined in the Quality System.
b. Procedures
In order to effectively implement the Quality System, ABC maintains documented
procedures, which will be strictly followed by all ABC employees.
c. Guidelines, Templates, Checklists, Standards and Forms
Wherever necessary, Guidelines, Templates, Checklists, Standards and Forms are
provided for the Quality procedures in order to define how an activity is performed so that ABC
employees can follow it with clear guidelines for each task.
d. Records
To ensure that the Quality System is implemented, forms are prepared to record the
performance and will be maintained as Quality Records. These records will be used in the future
to improve the processes and to demonstrate the effective implementation of the Quality System.
In the case of the Technical Department, this will be handled by the SEPG.
4.1.2.
Documentation Hierarchy
The hierarchy of the Quality System documentation is shown in the figure given below:
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4.1.3.
Quality System Documents & Data Control
ABC has established a documented procedure to control the changes to all the quality
documents (like the Quality Manual, Procedures, Guidelines, Templates, Checklists, Standards
and Forms) and data to ensure that the most recent revision of these documents, with correct and
appropriate information is always available at the point of use.
Issuance of Documents and Data
All quality documents in ABC are created/ modified, reviewed, approved and baselined
according to a documented procedure (Procedure Id). All latest QMS documents are available
for viewing as well as downloading at the intranet web site. The QMG/ SEPG maintains this site.
In case any one in ABC needs to refer an obsolete document, this will be available with the MR,
as per retention period.
To ensure that only the latest revisions of documents are available at the required
locations, obsolete documents will be removed. Changes to documents will be reviewed and
approved by the same group that performed the original review (or the people in the same role in
case original reviewers are not working for ABC any more). Upon approval, these documents
will replace the old ones in the intranet site. Users have to implement these in place of the old
ones. The Management Representative will keep one hard copy of all the documents, latest and
obsolete (as per retention period), for his/ her reference. The intranet site also will have the
historical data of ABC for reference.
Document IDs
For better control of documents, all documents have document ids. The rule for applying
the document ids is set up by the QMG and all the authors have to follow this rule for their
documents. The document naming convention followed is explained in detail in the Document
Naming Conventions document (Doc Id).
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Format of Quality Documents

All quality documents for the Technical Department are formatted in a uniform template.
Each quality document will be created as per the template and will have a cover sheet, which
shows doc id, doc name, file name, controller, version, release date, author(s), reviewer(s),
approving authority and history. The documents will have the standard template header and
footer in ABC.
Electronic Quality Forms
As a software company, ABC uses mostly electronic forms in the Quality System. When
these forms are send for approval, they are not printed out to send but are forwarded by email to
the person in charge of the approval.
Maintenance of Documents and Data
Master List
A list of quality documents, which clearly shows the version number, the location and the
controller of the documents, is kept by the Management Representative for quick access at any
time.
This master list, lists all documents of the Quality System such as Quality Manual,
Procedures, Guidelines, Templates, Checklists, Standards and Forms.
Discard Obsolete Documents
To ensure that appropriate documents are available at the point of use, obsolete
documents should be clearly identifiable to show which one is currently used and which is
discarded. Obsolete documents are promptly deleted or removed to the Obsolete folder in the
Quality Documents database (as per retention period). The MR is responsible for discarding
obsolete documents.
Filing/ Storage of Documents and Data
All QMS documents and data of ABC are available for employees in the intranet website.
The Management Representative maintains all quality documents and data in the Quality
Documents database.
Management of Records
Records are established and maintained to provide evidence of conformity to
requirements, the effective operation of the Quality Management System and to demonstrate
conformance to the requirements of all applicable standards. Mechanisms are established for
records to remain legible, readily identifiable and retrievable. A documented Records Control
Procedure has been established to define the means needed for the identification, storage,
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protection, retrieval, retention time and disposition of records. ABC requires that Quality
Records must be
Identified, collected, filed, stored, maintained, and dispositioned according to
documented procedures,
Retained for established retention times,
Legible,
Stored in an appropriate environment to prevent deterioration,
Readily retrievable, and
Available to customers when required by customer agreement.
The Responsible Manager shall ensure that Quality Records are identified in appropriate
procedures, that procedures are documented to control Quality Records, and that Quality Records
are developed and maintained in accordance with those documented procedures. The
Management Representative shall ensure proper disposition of all Quality Records and provide
guidance regarding specific retention periods. The Quality Records Custodian shall ensure
legibility of Quality Records. The Quality Records Custodian shall collect, store, and maintain
Quality Records for the minimum retention period or for the period designated by the
Management Representative/ Responsible Manager.
Control of External Documents
A librarian controls all external documents, which are related to the quality system, in the
companys library. Any loan or return is recorded in the Library Information System (intranet
website) in order to control all items of the library.
Related Procedures
4.1.4.
Document Management Procedure (Procedure Id)

Records Control Procedure (Procedure Id)
Procedure for Document Reviews (Procedure Id)
Software Lifecycle Processes
a. Software Development Proposal and Contract Review

When a potential customer solicits ABC for a software development project, or the
Marketing Department gets a positive lead, a requirements analysis is done initially. This is done
by the Manager (), Manager (..) and Business Manager with the help of the estimation
team. The first task is to check whether the company has the resources and capability to develop
the project and make a Go/ No go decision. If a Go decision is made, the requirements are
analyzed, an estimate is prepared and a proposal is submitted to the customer based on this. If the
customer approves the proposal, then the contract will be signed. Negotiation will be done as
required. The contract is a legal obligation between ABC and the customer for the delivery of the
software or services. Before signing the contract, care will be taken for the following.
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Reviewing the Contract

All contracts or orders will be reviewed to ensure that the customer requirements are
clearly defined, well understood by us, we have the capabilities to develop and the solution is
deliverable within the timeframe specified. Contract review is usually done by the Manager
(.) or an assignee.
Specifying the Method of Contract/ Order Amendment
Whenever there are changes in the product/ service to be delivered, customer is informed
about the change, issues are resolved and mutually agreed upon and accepted. A contract
amendment or order amendment is signed to document the changes. Amendments are also
reviewed by the Manager (..) or an assignee.
Related Procedure
Marketing Procedure (Procedure Id)
b. Software Requirements Analysis

Once the contract is signed or a work order obtained, the Manager (..) gives the
project a Project Id, for uniquely identifying it. The Manager (..) decides the Project
Manager (PM)/ Project Leader (PL) and team for the project. The Manager (..) officially
hands over the project to the PM, at the Project Kickoff meeting. The PMs first task is to
understand the requirements and document them clearly. The PM may improve the initial
estimate as well as the documents prepared initially, after getting further clarifications from the
customer. He/ she may need to negotiate with the customer for this. The requirements document
(System Requirements Specification or equivalent) is an important document, as this will be used
as the benchmark for all the further activities like design, implementation, testing and user
acceptance.
Related Procedures
Software Development Procedure (Procedure Id)
c. Design and Implementation (Coding)

Design
During this phase an architectural, high level design, low level or detailed design, user
interface (prototypes, if required) and database design are created, which will describe the
software solution for the requirements specification.
Implementation (Coding)
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The product will be coded as per the design specifications. During coding, the specified
coding standards will be followed.
Reviews
Various kinds of reviews (design reviews, code reviews and SQA audits) will be carried
out to ensure that the design and implementation is according to the requirements and following
all the predefined standards.
Related Procedures

Software Quality Assurance Procedure (Procedure Id)
Procedure for Document Reviews (Procedure Id)
Procedure for Code Reviews (Procedure Id)
d. Testing
Testing will be conducted to ensure that the product has been developed as per the
requirements and all the possible errors are detected and rectified.
The software developed will be tested at various levels of development, to test the
different categories of defects.
Test Plan(s)
There will be a test plan (or test plans) which address the types of testing the software
needs to undergo, entry and exit criteria for each phase or levels of testing depending on the
requirement, test environment, resources required, schedule for conducting the tests and test
tools that need to be used. Tests are planned depending on where it will be easier to detect and
least costly to fix the problem. Test plan(s) can be separate or part of the Software Project Plan.
Test Cases and Defect Logs
Test cases derived by the testers from the requirements shall be documented in the test
case documents. Test plans and test case documents are reviewed by the PM, PL, the Quality
Coordinator or the SQA group, to ensure that they enable testers to thoroughly test whether the
customer requirements are satisfied by the software. Defects identified during testing are
documented in defect logs and tracked to closure.
Related Procedures
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e. Customer Acceptance
Acceptance testing is conducted by the customer in the manner specified in the contract,
to ensure that the software satisfies the criteria specified in the requirements document. This will
be done after ABC has completed internal testing and fixed all defects identified.
f. Delivery and Installation
Delivery and installation are processes, which are performed after the software has been
developed and is ready to be sent to the customer. These processes need coordination with the
customer, and the level of coordination depends on the complexity of the software developed.
Delivery
Before delivery of the product, all the deliverable items will be checked and approved by
the concerned people. All the delivery specifications if any (for example packaging and type of
delivery) will be followed. Before delivery, all software deliverables will be checked for possible
viruses.
Installation
Supplier and customer responsibilities will be defined before the installation. Resources
required (hardware, software and skilled personnel), access to customer facilities if any and
schedule for installation should be specified. During installation, it should be ensured that the
specified resources are present and installation instructions are followed. After installation, there
should be confirmation from the customer about its successful completion.
Related Procedures
g. Maintenance
Products Maintenance
All maintenance service requests will be send to the Project Manager. The PM will assign
the tasks to the appropriate team members (like designers, programmers and testers). When the
team completes the task, the PM will review the results to see whether it is adequate to satisfy
the customers request. Then he/ she will submit it to the customer.
Filing/ Storage of records and documents
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All the requests from the customer will be entered in the Requirements Change Request/
Log document. These will be tracked to closure. All data and work done will be stored in the
appropriate folder in the project directory, and accessed by the responsible staff. The
communication with the customer will be kept in the folder for customer communication.
Related Procedures
4.1.5.

Software Management Processes
A software development project consists of two integral parts, development of the project
and management of this development. The latter is composed of three concurrent tasks that can
be considered as three concurrent processes. They are the Project Management process, Quality
Assurance process and Configuration Management process.
a. Project Management
The project management process starts when the Project Manager is appointed by the TM
in the Project Kickoff meeting. The process gets over when the Project Closure meeting is
conducted. Project Management is primarily carried out by the PM with the help of the Project
Leader(s), the Configuration Manager, the Quality Coordinator and the SQA group. The Project
Management process is implemented in parallel with the Quality Assurance and Configuration
Management processes. This process consists of three stages: Project Planning, Project
Execution and Project Closure.
Project Planning
Project Planning is to review project commitments as expressed by user requirements,
proposal, contract and other project-related information, and to create a project plan accordingly
to meet those commitments.
Project Planning involves a number of tasks: defining project objectives, selecting a
development process and customizing it, identifying hardware and software platform/
components and tools to be used, defining project organization regarding team structure and
work breakdown structure, estimating effort, planning risks and mitigation, creating project
schedule and so on.
Project Planning finishes when the project plan has been completed, reviewed and
approved.
Project Execution
Project execution is to execute the project plan and perform adjustments to keep the
project on track as set out in the project plan. This stage proceeds in tight collaboration with
Quality Assurance and Configuration Management processes. Project execution primarily
involves the following:
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Tracking and reviewing effort, schedule, cost, deliverables and milestones

Tracking defects, performing defect analysis, finding root causes, and taking
preventive actions
Tracking risks, performing mitigation steps, prioritizing risks and reviewing
mitigation plans
Tracking customer feedback and complaints
Project execution finishes when the customer has accepted all the project deliverables.
Project Closure
Starting right after customer acceptance, project closure is to learn from the experience
gained throughout the project for further process improvement of the organization. Activities
carried out are analyzing post-project data, collecting process assets, recording lessons learned
and conducting Project Closure meeting. The Project Closure stage finishes when the Project
Closure meeting has been conducted.
Related Procedures
b. Software Quality Assurance

The Software Quality assurance (SQA) group will review projects to ensure the
following:
All the requirements specified by the customer are covered
Development activities are covered as per the predefined plans
Rules and conventions are followed
All documents are prepared as per the standard templates
SQA Plan
The Software Quality Assurance plan will specify the required outputs at each phase of
the development process (with reference to the development plan) and QA inspections required,
to ensure the conformity of the software under production. This also specifies the responsibilities
of all the organizational elements involved in assuring the quality of the software. The Software
Quality Assurance plan can be separate or part of the Software Project Plan.
Inspections
The SQA group will conduct inspections at various stages of the development process to
ensure the conformity of the software. The two types of SQA inspections are:
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These are done on the documents to ensure that they are as per the requirements.
QA Audits
These are the inspections conducted on the other items like Code, User Interface,
Prototypes, Test Results and Final Product to be delivered to ensure the conformity
of the item. E.g. Code Review, Inspecting Prototypes and Internal User Acceptance.
Inspection and Test Status

During the development process as per the predefined plan, inspections and tests will be
conducted on the product to ensure the conformity of the product. The product will be held until
the required inspections and tests are completed and the required approvals are taken.
To ensure the successful completion of an inspection and test, after every inspection and
test, their status needs to be recorded. This may be in terms of approvals of inspection and test
reports, or a matrix recording the status. The status indicates the conformance or
nonconformance of the product with regard to inspections and tests performed. Only the product
that has passed the required inspections and tests is delivered or installed.
The product will be identified/ recorded with two statuses:
Accepted
The product will be accepted at each stage of the development process, if it has
completed all the inspections and tests required in that phase and has all the approvals
required (by report or mail). Accepted inspection and test reports will be maintained
as an evidence of successfully completing the particular inspection and test.
Not Accepted
The product will not be accepted if it has not completed successfully any one of the
inspections and tests required or if has not got any one of the approvals required. The
product will be held until it is accepted.
Related Procedures
Software Quality Assurance Procedure (Procedure Id)

c. Configuration Management
Configuration Management provides a mechanism for uniquely identifying and tracing
all the software items, during the whole development process, to prevent the use of an
inappropriate item in the final product.
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This also includes the unique identification of each delivered product and all the related
software items specified in the contract.
Configuration Management Plan
Configuration Management is an important supporting process for the software
development process and after the development process. This needs to be well planned. The plan
should specify the CM activities, organizational elements involved, their respective
responsibilities and tools and techniques that need to be used for the CM process. Once the plan
is prepared, before implementation it is reviewed and approved by the concerned people. The
configuration management plan can be separate or part of the Software Project Plan.
Configuration Management Activities
Mainly there are three activities involved in the CM process. They are:
Configuration Identification
There has to be a process for identifying all the software items and the related
items during all the phases, starting from specification through development and
delivery. This is also applicable after delivery of the product to identify uniquely all
the items in the product.
An item, which is controlled under configuration management, is called a
Configuration Item (CI). This can be a software item or a related item like a
document.
In ABC, there are two types of Configuration Items, i.e. Source Code and
Documents.
Depending on the requirement, both the types (as specified above) of
configuration items that need to be controlled, will be identified. The naming and
numbering conventions for all the Configuration Items will be specified depending on
the identification required. The software tools that need to be used for Configuration
Management will be identified and specified.
Configuration Control (Change Control)

There are two types of activities in Configuration Control (Change Control)
procedure. One is managing the state transition of the program (CIs) during its
evolution and the other is managing change requests to Configuration Items. In the
Configuration Management Plan, the procedures used to control the changes to
configuration items will be specified. This will be implemented accordingly.
Configuration Status Accounting

Mechanisms for monitoring the status of Configuration Items and to track the
status of all change requests, will be identified and specified.
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Related Procedures
4.1.6.
Configuration Management Procedure (Procedure Id)

Supporting Activities
a. Rules, Practices and Conventions

ABC follows some practices and conventions to ensure that supporting activities that
affect the quality of the software we produce are carried out properly.
Coding Standards
Coding standards are programming guidelines that focus not on the logic of the program
but on its physical structure and appearance, which makes the code easy to read, understand and
maintain. The objective is to make all the programmers follow the same conventions so that it is
easy to read, understand, maintain and reuse the code by anybody. The ABC Software
Engineering Process Group (SEPG) has brought out Coding Standards and Low Level Design
templates for most of the technologies used by ABC, and made it available for viewing and
downloading at the intranet website. Depending on the software and technologies used, every
project can have its own Coding Standards. This will be derived from the standards (if any)
available in the intranet site. In this case, the degree of customization will be specified by the PM
in the project plan. If any value addition is found in the customization done by the particular
project, the SEPG will take this into consideration and bring out a revised Coding Standards
document for the particular technology.
b. Software Development Environment and Tools
System Administration
The System Administration procedure in ABC helps make sure that all purchased
software / hardware and software that we deliver, meet the specified requirements.
Maintenance of Software and Hardware
All software and hardware items will be maintained by ensuring hardware maintenance
services, anti-virus operations and network management.
Backup
All software items will be backed up at a regular interval of time (presently weekly) and
stored in a safe and secure storage area. In case of any system failure or in the event of a disaster,
all the required software items can be recovered and reinstalled.
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Security Operations
There are strict security procedures to be followed in ABC to protect the system from
internal and external attacks.
Related Procedures
System Administration procedure (Procedure Id)
c. Control of Quality Records

The records of all the activities (as specified in the respective procedures) while
executing the projects are stored to demonstrate the effective implementation of the ABC Quality
System, which is in compliance with ISO 9001 2000 requirements. These are called the Quality
Records.
Quality Records are also used to measure the effectiveness of the processes and improve
them accordingly. For the details of all the quality records that need to be stored in the software
development process and after the development process, please refer to the procedures.
Quality Records identification, filing and maintenance are controlled to make it easy to
access all the Quality Records.
Identification and Collection
Quality Records are identified in the Master List (ML), which shows all kinds of records
to be controlled.
Based on this list, appropriate quality records will be collected by the responsible person
when records are created.
The person who is responsible for controlling quality records of each department is
normally the Department Head or the person designated by the Department Head.
Filing, Storage and Maintenance
Records will be filed and retained in such a way that they are readily retrievable.
In ABC, records may be stored in electronic media or as hard copies. Therefore, the
storage location of mails must be clearly stated in the List of Records.
During the storage time, records are maintained in a suitable environment to prevent loss
and damage. The method of maintenance of Quality Records is given in the Records Control
Procedure.
The timeframe and the location of the regular backup of the Quality Records will be
decided and the backup done accordingly. Before storing the records, they will be scanned for
virus infection.
Disposition
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Timeframe for maintaining any particular quality record will be decided and mentioned
in the List of Records.
The person responsible for controlling the quality records will be responsible for
disposition of the records.
Related Procedures
Records Control Procedure (Procedure Id)
5. Management Responsibility
5.1.
Management Commitment
ABC Management provides its commitment to the development and implementation of

the QMS and continually improving its effectiveness by:
Communicating to the organization the importance of meeting customer as well as
statutory and regulatory requirements as per the Administrative Procedure
Establishing the quality policy (see 3.1)
Establishing quality objectives (see 3.2)
Conducting management reviews
Making resources available
The management conducts weekly staff/ departmental meetings to discuss the importance
of meeting the
Customer requirements, the Quality Objectives, statutory, legal and
regulatory requirements and continuous improvement goals.
5.2.
Customer Focus
A customer is any organization or individual entering a formal agreement with ABC for
delivery of ABC products or services. ABC ensures that customer requirements are determined
and fulfilled with the objective of enhancing customer satisfaction. Customer agreements, both
oral and written, are reviewed prior to acceptance to ensure that the specified requirements can
be met. These reviews ensure that the requirements are well defined and documented and that
differences between parties are resolved. Results of these reviews are maintained as Quality
Records.
Responsibilities
The Approving Official for each customer agreement shall ensure that appropriate
reviews of these agreements take place and that amendments are made according to documented
procedures. The Responsible Manager shall ensure that effective communication is established
with the customer, that all requirements are clearly stated and understood, and that ABC has the
ability to meet those requirements.
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5.3.
Quality Policy
See 3.1.
5.4.
Quality Planning
ABC ensures that quality is an integral part of the design and development of its products
and services. It emphasizes the use of problem prevention and problem correction in order to
supply quality products and services to its customers. The activities governed by the Quality
System are identified and documented. These documented procedures are controlled and
effectively implemented to ensure that ABC products meet customer requirements. Quality
planning is embedded in the procedures as well as the related documents. Quality planning
includes, as appropriate:
Preparation of quality plans,
Identification and acquisition of controls, processes, equipment, resources and skills
needed to achieve the required quality,
Ensuring the compatibility of the design, the development process, installation,
servicing, inspection, test procedures and applicable documentation,
Updating as necessary quality control, inspection and testing techniques, including
the development of new instrumentation,
Timely identification of the capability to be developed and any requirement involving
capability that exceeds the known state of the art,
Identification of suitable verification at appropriate stages in the products life cycle,
Clarification of standards of acceptability for all features and requirements, including
those which contain a subjective element, and
Identification and preparation of Quality Records.
Documents referenced in the Quality Manual, procedures, and program and project plans
are applicable only to the extent specified therein.
Responsibilities
The Responsible Manager shall identify activities governed by the Quality System and
ensure that they are documented. He/ she shall perform quality planning to relate specific
customer requirements to the Quality System and to ensure that quality documentation and
records are properly identified, maintained and controlled.
5.5.
Responsibility, Authority and Communication
The primary responsibility for implementing the Quality System resides with the
Responsible Managers/ Project Managers/ Project Leaders in the various departments (like
Technical, Marketing, HR and Finance). They shall ensure that documented procedures define
the specific responsibilities, authorities, and relationships of personnel who manage, perform, or
verify work that affects quality. The ABC Organization Chart is provided as an appendix
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(Appendix A). The department heads are responsible for updating their department
responsibilities, as the organizational structure of the company changes.
5.5.1.
President
The President of ABC has ultimate responsibility to establish quality policy, and where
necessary, to approve or reject recommendations from the employees or concerned groups.
5.5.2.
QMG
The President has established a Quality Management Group (QMG), which provides
technical expertise to support Responsible Managers in managing and maintaining the Quality
System. This includes training, developing documented procedures, and performing audits. The
QMG is responsible for defining the document and data control system, the corrective and
preventive action system, the nonconformance reporting system and the internal audit program.
In the case of the Technical Department, this role is handled by two member groups of the QMG,
namely the SEPG and the SQA (see 5.5.4 and 5.5.5). The mission of the QMG is to:
5.5.3.
Initiate action to prevent the occurrence of any nonconformity relating to product,

process and quality system.
Identify and record any problems relating to the product, process and quality system.
Initiate, recommend or provide solutions through designated channels.
Verify the implementation of solutions.
Control further processing or delivery of nonconforming product until the deficiency
or unsatisfactory condition has been corrected.
Management Representative
The CEO .. has appointed ., who is the Senior Manager (.), as the
Management Representative (MR). Irrespective of his other responsibilities, he has authority for:
Ensuring that a quality system is established, implemented and maintained in
accordance with ISO 9001: 2000.
Coordinate and chair the Management Review meetings to determine whether the
performance of the Quality System is effective in meeting the objectives and goals of
ABC.
Reporting on the performance of the quality system to the companys management for
review and as a basis for improvement of the quality system.
Act as the interface with external customer and third-party organizations interested in
the operation of the Quality System.
Coordinate improvements of the Quality System to achieve strategic objectives.
Management Review meetings shall be held according to the procedure for Management
Reviews or as decided by the top management. Management Review meeting agenda shall
include the following:
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Open action items from previous Management Review meetings

Corrective and preventive actions
Internal audit schedule and progress
Internal and External audit results
Metrics contained in the system level and departmental level procedures
Discussion on the suitability and effectiveness of the Quality Management System in
meeting the ABC Quality Policy and objectives
The MR ensures that minutes of the Management Review meetings are prepared and
distributed, and that the status of assigned action items is tracked. Management Review meeting
minutes are to be controlled in accordance with the section on Quality Records in this document.
The MR heads the QMG and coordinates the ISO activities of ABC. The responsibility of
the MR includes liaison with external parties on matters relating to the companys quality
system. The MR can and may delegate specific responsibilities as appropriate.
The President, assisted by the MR, reviews the Quality System yearly (at a minimum) to
ensure its continuing suitability and effectiveness in satisfying the companys stated quality
objectives and the requirements of ISO 9001: 2000. Records of these reviews are maintained.
5.5.4.
SEPG
The Software Engineering Process Group (SEPG) is responsible to document software

processes used by organizational software personnel. Process documentation satisfies four key
needs:
Enables the organization to perform and repeat successful work.
Preserves lessons learned on organizational programs.
Facilitates and enhances training.
Evaluates and compares existing and proposed processes.
The SEPG reviews company software standards and guidelines to recommend changes and to
identify software process procedures that need to be prepared.
Process Change Management
Proposed improvements to existing software process procedures should be encouraged
and may be submitted by any organizational employee. The SEPG reviews the proposed change,
acting as a change review board. The role of the SEPG in this process evolves as the organization
matures. It may begin by merely approving or disapproving proposed improvements made by
process owners. As the organization matures and significant process data is available, the SEPG
can use this data to predict change impacts and thereby manage change more effectively.
Technology Insertion
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The SEPG reviews potential technology improvements for applicability to the

organizational software processes. These potential technology improvements may be identified
by central engineering organizations, customers, or industry or from the organizational
technology change management activities. The results and recommendations are provided to the
SEPG, which selects technologies to implement in the organization.
Once a selection is made, the SEPG follows a series of steps to ensure successful
insertion of the improved technology. For more significant technology improvements, a pilot
project is conducted. This pilot project provides valuable insight into expected results, potential
problems to consider, and training needs. The SEPG is then prepared to define realistic plans for
insertion.
Process Evaluation
The SEPG reviews and analyzes performance measurement data used by each program to
support quantitative control of the processes. This analysis establishes and maintains a process
capability baseline to be used by future organizational programs. Implementations of each
process are assessed to evaluate how well each process satisfies its purpose, consistent with
organizational goals. In addition, quantitative analysis of the processes per documented
procedures is performed as the organization matures to identify further potential process
improvements. If a process is not satisfying its stated purpose or additional improvements are
identified, changes to the process are proposed to the SEPG. Every activity is a process that can
be documented and measured. The quality of the process is defined and measured from the
customer point of view. Every process can be improved. The figure below shows the continuous
improvement process.
Training
The SEPG has overall responsibility to train software personnel. (The term "software
personnel" encompasses software practitioners, software support personnel and software
management, e.g., software quality assurance.) This process includes preparing a training plan,
maintaining training records, and preparing training materials when necessary.
Process Improvement Support
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The SEPG has established and maintains a set of software process assets for use by
organizational projects to define and improve software processes. These software process assets
are available in the intranet site.
Assessment
The SEPG is responsible for preparations necessary to support assessments. These may
include internal self- assessments (which the SEPG may also perform) and formal assessments
such as ISO assessments, CMM-Based Assessment for Internal Process Improvement and
Software Capability Evaluations. If the preparation activities are significant, this effort shall be
managed as a project. Once the assessment is complete, the SEPG follows up by preparing and
implementing action plans developed for each finding.
5.5.5.
SQA
Software Quality Assurance (SQA) is a planned and systematic approach to the

evaluation of the quality of and adherence to software product standards, processes, and
procedures. SQA includes the process of assuring that standards and procedures are established
and are followed throughout the software development life cycle. Compliance with agreed-upon
standards and procedures is evaluated through process monitoring, product evaluation, and audits
by the SQA group. Software development and control processes will include quality assurance
approval points, where an SQA evaluation of the product is done in relation to the applicable
standards.
Product Evaluation
Product evaluation is an SQA activity that assures standards are being followed. Ideally,
the first products monitored by SQA should be the project's standards and procedures. SQA
assures that clear and achievable standards exist and then evaluates compliance of the software
product to the established standards. Product evaluation assures that the software product
reflects the requirements of the applicable standard(s) as identified in the Project Plan.
Process Monitoring
Process monitoring is an SQA activity that ensures that appropriate steps to carry out the
process are being followed. SQA monitors processes by comparing the actual steps carried out
with those in the documented procedures.
SQA Audits
An SQA audit looks at a process and/or a product in depth, comparing them to
established procedures and standards. Audits are used to review management, technical, and
assurance processes to provide an indication of the quality and status of the software product.
The purpose of an SQA audit is to assure that proper control
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procedures are being followed, that required documentation is maintained, and that the
developer's status reports accurately reflect the status of the activity. The SQA
product is an audit report to management consisting of findings and recommendations to bring
the development into conformance with standards and/or procedures.
SQA Relationships to Other Assurance Activities
SQA assures that Software Configuration Management (SCM) activities are performed in
accordance with the CM plans, standards, and procedures. SQA reviews the CM plans for
compliance with software CM policies and requirements and provides follow-up for
nonconformances. SQA audits the CM functions for adherence to standards and procedures and
prepares reports of its findings.
SQA assures Verification and Validation (V&V) activities by monitoring technical
reviews, inspections, and walkthroughs. The SQA role in reviews, inspections, and
walkthroughs is to observe, participate as needed, and verify that they were properly conducted
and documented. SQA also ensures that any actions required are assigned,
documented, scheduled, and updated.
SQA assures that formal software testing, such as acceptance testing, is done in
accordance with plans and procedures. SQA reviews testing documentation for completeness and
adherence to standards. The documentation review includes
test plans, test cases and defect logs. SQA monitors testing and provides follow-up on
nonconformances. By test monitoring, SQA assures software completeness and readiness for
delivery.
5.5.6.
Internal Communications
ABC management ensures that appropriate communication processes are established

within the organization, and that communication with staff takes place regarding the
effectiveness of the QMS periodically via weekly Staff/ Departmental meetings, quarterly
Management Review meetings and other means such as email, intranet, newsletter, notice-board,
kick off meetings, team meetings, circulars and inter-office memos.
5.5.7.
Summary of Quality Management System Responsibilities

Who?
President
Management
Representative
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Responsibility and Authority

Define the Quality Policy and Objectives and ensure its
implementation.
Provide resources for continued effectiveness of the
Quality Management System including resources such
as hardware, software and personnel.
Document and maintain the Quality Policy and Quality
Objectives.
Ensure the communication and understanding of the
Quality Policy and Quality Objectives throughout the
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Responsible Managers/
Project Managers/ Project
Leaders
All personnel
organization.
Ensure that the Quality System is established,
documented, implemented and maintained.
Regularly review the suitability and effectiveness of the
Quality System
Coordinate improvements to the Quality System.
Liaison with external parties on matters related to the
quality management system.
Coordinate the management review meeting and
actions arising out of the meeting.
Implement the Quality Management System.
Obtain and communicate customer requirements to the
appropriate personnel or functional organization.
Ensure that qualified, skilled and trained personnel and
other resources are available to implement the Quality
System.
Ensure that products and services satisfy customer
requirements including quality, safety, cost, schedule,
performance, reliability, durability, accuracy and
maintainability
Ensure that personnel comply with applicable
standards, regulations, specifications and documented
procedures.
Ensure the quality of their work.
Understand and implement the Quality Policy and
Quality Objectives in their respective areas of work.
Operate in conformance with the requirements of the
Quality System.
Stop work in progress or make appropriate notifications
when unsafe conditions exist or requirements are not
being met.
Note: The detailed Roles and Responsibilities in ABC are given as an appendix (Appendix B).
5.6.
Management Reviews
The MR is responsible for ensuring that meetings of the ABC Management Review
Committee take place, and the performance of the QMS, reports of audit observations and
feedback from customers are reviewed. The Committee conducts these reviews on at least a
quarterly basis to ensure continuing suitability, adequacy and effectiveness of the system. The
Technical Manager will give a consolidated report of the projects to the MR, in the Monthly
Status Report on Deliveries and Defects template each month. There should be no Fatal/ Major
defects in deliveries. Schedules should not slip by more than 12 % unless due to changes or
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enhancements required by the customer, or if the delay is caused by the customer in providing
information or delaying acceptance testing. Issues connected with this will be discussed by the
MR in the Management Review Meetings, and corrective and preventive action taken. The
Management Reviews also includes assessing opportunities for improvement and the need for
changes to the QMS, including the quality policy, objectives and goals. Records of management
reviews are maintained as per the Records Control Procedure.
6. Resource Management
6.1.
Provision of Resources
ABC management determines and provides the required resources (such as manpower
resources, hardware, software and infrastructure facilities) for the operation of the company and
to implement, maintain and continually improve the effectiveness of the QMS with the aim of
enhancing customer satisfaction by meeting customer requirements.
6.2.
Human Resources
6.2.1.
General
ABC management ensures that personnel performing work that affects the quality of the
product are competent on the basis of appropriate education, training, skills and experience.
6.2.2.
Competence, awareness and training
ABC views training and developing personnel as an essential management responsibility

that is vital to meeting its objectives. It is therefore committed to providing relevant training and
development opportunities to optimize personnel effectiveness in an environment of changing
programs, technologies, objectives and requirements. It will provide appropriate training to its
employees to help them attain the proficiency required to perform their specific assignments. The
types of training that are provided are Employee Induction training, self-training (materials are
provided by ABC) and guided training. In addition to this, customer training may be conducted
by ABC if it is specified in the service contract signed with him/ her.
Identification of Training Needs
The Functional/ Project/ Department Heads identify the training requirements as part of
the appraisal process.
Training Evaluation
Evaluation of participants is an integral part of the training programme. The attendance
and punctuality of the participants is monitored during the training programme by the HR
Department.
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Training Records
Records of training are maintained as Quality Records. When the employees complete a
training programme, the HR Department will update the skill database accordingly.
Related Procedures
6.3.
Human Resources Management Procedure (Procedure Id)
Infrastructure
ABC management determines, provides and maintains the infrastructure needed to

achieve conformity to product requirements. Infrastructure includes, as applicable, buildings,
workspace and associated utilities, process equipment, both hardware and software, and
supporting services such as transport or communication.
Responsibilities
The Responsible Manager (Manager ) ensures that the required infrastructure
facilities are provided and maintained, and company-wise procedures for providing and
maintaining infrastructure facilities are established. He/ she shall maintain records for companywise administration of infrastructure.
Related Procedures
6.4.
Administration Procedure (Procedure Id)
Work Environment
ABC has determined and manages the work environment needed to achieve conformity
to the requirements of projects/ products.
7. Product Realization
7.1.
Planning of Product Realization
ABC plans and develops the processes needed for the product/ project realization as per
design, development and maintenance of software. Planning of product realization is consistent
with the requirements of the other processes of the QMS as per element 4.1 of this Quality
Manual. In planning product / project realization, ABC determines the following, as appropriate:
Quality objectives and requirements for the product,
The need to establish processes, documents, and provide resources specific to the
product,
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Required verification, validation, monitoring, inspection and test activities specific to

the product and the criteria for product acceptance and
Records needed to provide evidence that the realization processes and resulting
product fulfill requirements.
The Responsible Manager shall ensure that appropriate design and configuration
management plan are developed, implemented and kept up to date in accordance with specified
requirements.
Related Procedures
7.2.
Procedure for Software Development (Procedure Id)

Configuration Management Procedure (Procedure Id)
Customer-related processes
7.2.1.
Determination of requirements related to the product

See 4.1.4 a and b.
7.2.2.
Review of requirements related to the product

See 4.1.4 a and b.
7.2.3.
Customer Communication
ABC has determined and implemented effective arrangements for communication with
customers through weekly reports, teleconferencing, issue escalation, feedbacks and
satisfaction survey in relation to:
Product information,
Inquires, contracts or order handling, including amendments, and
Customer feedback, including customer complaints.
Responsibilities
The responsible manager ensures that the customers requirements are properly
considered at the various stages of the processes in the projects. The Management Review
Committee reviews the feedback and suggestions received from the customers.
7.3.
Design and Development

See 4.1.4 c.
7.4.
Purchasing
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ABC has established and maintains a documented procedure to ensure that all purchased
goods/ software/ tools/ services, related to the operation of the company, are purchased in
conformity to specified requirements.
7.4.1.
Evaluation of Suppliers
Suppliers are selected on the basis of their ability to meet requirements. The selection
shall be dependent on the type of the product and on the history of the suppliers previously
demonstrated capability and performance. New suppliers will be selected with clearly specified
approval/ disapproval criteria. A preferred vendor list is maintained by ABC.
7.4.2.
Purchasing Information
While purchasing an item, the item type, class and specification are clearly specified in
the purchase order. Before purchasing the item, the purchase order needs to be approved by the
concerned people.
7.4.3.
Verification of Purchased Products
Reviews are conducted to ensure that purchased products are in compliance with
company requirements. ABC does not subcontract work presently. If this is done in future,
reviews will be conducted to ensure that subcontractors perform quality assurance activities
during the development of products.
7.4.4.
Related Procedures
7.5.
Purchasing Procedure (Procedure Id)
Production and Service
7.5.1.
Control in execution and development of project
ABC plans and carries out execution of projects and service under managed conditions. It
identifies and plans processes that directly affect quality. This includes product creation,
installation, servicing processes such as software design and development, and program and
project management. These core processes shall be carried out under controlled conditions,
including:
Use of written procedures that define the manner of process operation, where their
absence would compromise quality.
Use of suitable equipment, tools, and working environments.
Compliance with applicable codes, standards, plans, specifications and documented
procedures.
Monitoring and control of suitable process parameters and product characteristics.
Approval of processes and equipment, whenever appropriate.
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Clearly stipulated product criteria, such as written standards, representative samples

or illustrations.
Suitable maintenance of tools and equipment to preclude degradation of process
capability.
At ABC, we do not have any special processes.

7.5.2.
Validation of processes for production and service
ABC validates any processes for production and service where the resulting output
cannot be verified by subsequent monitoring or measurement. This includes any processes where
deficiencies become apparent only after the product is in use or the service has been delivered.
Validation demonstrates the ability of these processes to achieve planned results. ABC has
established arrangements for these processes, including as applicable:
a) Defined criteria for review and approval of the processes.
b) Approval of equipment and qualification of personnel.
c) Use of specific methods and procedures.
d) Requirements for records as per the Records Control Procedure.
e) Revalidation.
Responsibilities
The Responsible Manager shall ensure that ABC processes are appropriately planned,
documented, monitored and controlled.
7.5.3.
Identification and traceability
ABC uniquely identifies materials and products in order to prevent the inadvertent use of
an inappropriate item in a final product. Documented procedures, when required by customer
agreements, ensure that product identification and traceability is performed in accordance with
the configuration management system. This includes the unique identification of each delivered
product, component, assembly, module and part as specified by customer agreement.
At ABC, we have a system of identifying the status of inspections/ tests/ reviews carried
out. Identification is by segregated areas and accompanying reports.
Responsibilities
The Responsible Manager shall ensure that appropriate product identification and
traceability activities are performed throughout the products life cycle in accordance with
documented procedures.
Related Procedures
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7.5.4.
Customer Property
Customer-supplied products are verified to ensure that it does not compromise the quality
aspects of our product or services. The storage and maintenance of these products are controlled
so that any loss, damage or unsuitability for use of such products will be recorded within ABC
and reported to the customer.
Verification of Customer-supplied Products
All customer-supplied products (information, data, documents, software, hardware) must
be evaluated for the suitability to use in our products or services.
Reception of Customer-supplied Products
After verifying the products supplied by the customer, the acceptance will be recorded.
Storage
These products will be stored at a suitable location easily accessible to the concerned
employees of ABC and also to avoid loss or damage. For example, the Project Directory for data
and information (in electronic format), or Project Folder for documents in hard copy.
Control of lost and damaged products
Any loss or damage to the customer-supplied products will be recorded and reported to
the customer.
Return of customer-supplied products
After finishing the product, all customer-supplied products will be returned to the
customer and the delivery of the products will be recorded.
Related Procedures
7.5.5.

Preservation of Product
ABC minimizes the risk of damage to or deterioration of ABC materials and products
during handling, storing, packaging, preserving and delivering materials and products, by doing
it in accordance with a standard documented procedure, unless special requirements are
identified or specified.
Responsibilities
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The Responsible Manager shall identify and document special procedures for handling,
storage, packaging, preservation and delivery if required.
Related Procedures
7.5.6.
Procedure for Software Development (Procedure Id)

Control of Monitoring and Measuring Devices
At ABC, we use testing tools like Winrunner. ABC ensures that test software and
comparative reference are checked and rechecked at prescribed intervals to prove that they are
capable of verifying acceptable product/ project if applicable. Records of such checks are
maintained as Quality Records.
Responsibilities
The Technical Manager shall ensure that test tools are identified and properly cared for,
and that they are evaluated before they are used. The records of these validations are maintained.
8. Measurement, Analysis and Improvement

8.1.
General
ABC plans and implements the monitoring, measurement, analysis and improvement
process, to demonstrate conformity of the product/ project, ensure conformity to the QMS and
continually improve the effectiveness of the QMS. This includes determination of applicable
methods including statistical techniques, and the extent of their use.
8.2.
Monitoring and Measurement
8.2.1.
Customer Satisfaction
ABC has established, as one of the measurements of the performance of the QMS,
monitoring of information related to customer perception as to whether ABC has met customer
requirements. Customer appreciation letters/ commendation letters are considered to indicate the
satisfaction of the customer to the services rendered by ABC. The Responsible Manager shall
collect the customer feedback using the Customer Satisfaction Survey, analyze it and present it to
the Management Review Committee for review. An overall rating less than 7 is cause for
initiating corrective and preventive action.
8.2.2.
Internal Quality Audits
An Internal Quality Audit is once in three months to objectively evaluate the adequacy of
all aspects of the ABC Quality System, and to ensure that all quality activities comply with ISO
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9001 2000 requirements. Management responsible for the functions being audited shall review
and correct deficiencies revealed in the audit report. All actions taken to correct deficiencies shall
be verified for effectiveness.
Audit Plan
Audit plan is always prepared in advance and notification is sent to the auditee at least
three working days prior to the audit.
Audit Preparation
Audit Team
The Audit team is appointed by the MR. When selecting a team to audit the technical
department, members from the Software Quality Assurance (SQA) group shall be included. To
ensure impartial and effective audit, appropriately trained personnel who are not directly
responsible for the function being audited shall carry out audits.
Audit Schedule and Checklist
Before an audit, the Audit team based on the status and the importance of the activity
being audited will prepare audit schedule and checklist in advance. These will serve as guidelines
for the auditors during the audit.
Conducting Internal Audit
Before an audit, the Audit Team will hold a kickoff meeting with the Heads of the
Departments to be audited to brief them about the audit. During the audit, the checklist will be
followed to check for conformity or nonconformity in the departments activities.
Completing Audit
Any nonconformity will be recorded on the Corrective Action Report (CAR) and sent to
the concerned Department Head.
Corrective Action
The Department Head will take up corrective action in a timely manner, and the CAR
will be returned to the auditor for follow-up.
Follow-up Corrective Action
Corrective action will be verified to confirm whether it is effective or not. If it is
acceptable, CAR will be approved.
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Closeout Internal Audit

When closing an audit, the MR will hold a review meeting to collect all reports from the
auditors for evaluating the audit results and make a final report for the management to review the
Internal Audit.
Related Procedures
8.2.3.
Internal Quality Audits Procedure (Procedure Id)

Monitoring and Measurement of Processes
ABC applies suitable methods for monitoring, and where applicable measurement, of the
QMS processes. These methods demonstrate the ability of the processes to achieve planned
results. When planned results are not achieved, corrective action is taken as appropriate to ensure
conformity of the product. The responsible manager shall decide the control procedure while
preparing the project plan based on the customers requirements and size of the project.
8.2.4.
Monitoring and Measurement of Product
ABC monitors and measures the characteristics of the product to verify that product
requirements are met. This is carried out at appropriate stages of the product realization process
in accordance with the planned arrangements. Evidence of conformity with the acceptance
criteria is maintained as per the Records Control Procedure. Records indicate the person(s)
authorizing release of the product. Product release and service delivery does not proceed until the
planned arrangements have been satisfactorily completed. The project plan outlines the testing
procedure and delivery plan of the particular product. The Responsible manager/ Project
manager shall ensure that the documented procedure for testing is followed before delivery, at
the appropriate stages of processes, as per the quality manual and the specific project plan.
8.3.
Control of nonconforming product
In ABC, non-conforming products are controlled to avoid being delivered to the

customers.
Identify Non-conforming Products
All products to be delivered need to be checked for conformity. All non-conforming
products will be identified, documented and segregated. Concerned people are notified.
Manage Non-conforming Products
Whenever non-conforming products are identified, they will be reviewed, reworked to
conform to the specified requirements and checked for conformity once again. If the nonconforming product cannot be reworked to meet the specified requirements, then it is reported to
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the customer for concession. If the customer accepts the non-conforming product, then
description of non-conformity accepted and actual specifications delivered are recorded.
Related Procedures
8.4.
Procedure for Control of Non-conforming Products (Procedure Id)

Procedure for Corrective and Preventive Action (Procedure Id)
Analysis of Data
ABC has established a process to determine, collect and analyze appropriate data to
determine the suitability and effectiveness of the QMS and evaluate areas where continuous
improvement of the effectiveness of the QMS can be made. This includes data generated by
monitoring and measurement and obtained from other relevant sources. This data is analyzed to
provide information related to:
a) Customer satisfaction,
b) Conformity to product requirements,
c) Characteristics and trends of process and products including opportunities for preventive
action, and
d) Suppliers.
Responsibilities
The MR is responsible for ensuring that data is collected and presented to the
Management Review Committee. The Management Review Committee will review and analyze
the data and ensure that corrective and preventive actions are taken. Data analysis shall be done
in accordance with the Procedure for Management Review (Procedure Id).
Related Procedures
8.5.
Procedure for Management Review (Procedure Id)
Improvement
8.5.1.
Continuous Improvement
ABC shall continually improve its QMS through the use of the following.
a)
b)
c)
d)
e)
Quality Policy
Quality Objectives,
Audit results as per the Internal Audit Procedure,
Analysis of Data
Corrective and Preventive actions as per the Corrective and Preventive Action Procedure,
and
f) Management Review and Data Analysis
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The Responsible Manager shall ensure that requirements contained in documented

procedures that implement this policy are communicated and followed by the individuals
responsible for implementing the process.
8.5.2.
Corrective and Preventive Action
The ABC Quality System emphasizes the use of problem prevention or problem
correction to determine the potential cause or actual cause of nonconformance (including
customer complaints, and nonconforming processes) and prevent their occurrence or recurrence.
It investigates the causes of nonconformance relating to the Quality System, including Quality
System products and processes. The results of these investigations are maintained as Quality
Records. Investigations resulting in changes to documented procedures are processed in
accordance with the document and data control system or the configuration management control
system. Preventive and corrective action is taken to eliminate potential or existing
nonconformance to a degree appropriate to the magnitude of the problems and commensurate
with the risks encountered to eliminate or minimize the impact on safety, performance,
dependability, processing cost, quality-related cost, and customer satisfaction. The Responsible
Manager shall ensure that requirements contained in documented procedures that implement this
policy are communicated and followed by the individuals responsible for implementing the
process.
Corrective Action
All customer complaints and/or reports of nonconformities should be effectively handled,
so that the root cause can be identified. The corrective action recommended by the responsible
persons will be implemented, and controlled to ensure its effectiveness.
Preventive Action
Based on the root cause identified and investigated during Corrective Action and Internal
Audit, the Preventive Action should be initiated by implementing preventive plan approved by
the responsible persons. This should also be controlled to ensure its effectiveness.
Related Procedures
Procedure for Corrective and Preventive Action (Procedure Id)

Procedure for Control of Non-conforming Products (Procedure Id)
9. Appendices
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Appendix A
Organization Chart
<Insert the organization chart of the company.>
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Appendix B
Organizational Roles and Responsibilities
Role
CEO
Manager (.) - MR
Responsibility and Authority

Define the Quality Policy and Objectives and ensure its
implementation.
Overall responsibility for the profitability/ strategic direction of the
organization.
Provide resources for continued effectiveness of the quality
management system including resources such as hardware,
software and personnel.
Coordination with all the departments and effective administration
of the operations of the company.
Support the Marketing and the Technical department in the
Proposals and commercial terms.
Shall be responsible for timely billing of the clients and follow up
of recovery of money due through the Marketing personnel.
Shall support the President in all the corporate affairs of the
company.
Maintenance of the corporate office and the development center.
Management Representative for ISO 9001:2000 QMS
Provide Technical leadership at the development center.
Coordinate all the Project Managers and supervise their activities
Responsible for giving all the technical proposals to the clients in
association with the Marketing Department.
Manager (Technical)
Manager (Human Resources)
Manager (Finance & Accounts)
Maintenance of all books of accounts
Project Manager/ Project Leader
Planning and estimation of projects

Timeliness of deliverables
Ensure Quality design and code
Task allocation to team members
Documentation and following systems
Interaction with clients
Performance appraisal & Mentoring
Understanding of requirements
Designing and developing optimized codes
Ensure quality standards are followed with respect to design,
coding, testing and documentation
Software Engineer
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Appendix C
List of QMS Procedures
Sl. No
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
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Doc Id
Doc Name
Document Management procedure
Records Control Procedure
Procedure for Management Review
Administration Procedure
Purchasing procedure
Internal Quality Audits procedure
Procedure for Control of Non-conforming Products
Procedure for Corrective and Preventive Action
Human Resources Administration and Recruitment
Procedure
Marketing Procedure
Software Development Procedure
Software Quality Assurance Procedure
Procedure for Configuration Management
Procedure for Document Reviews
Procedure for Code Reviews
Testing Procedure
System Administration procedure
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Quality Manual Approvals

Reason for Update

Message from the President

To reinforce customers' confidence that ABC is capable of delivering software

The scope of the ISO 9001:2000 certification:

Application/ Inclusion/ Exclusion

Definitions, Abbreviations and Acronyms

Any organization or individual that enters into

customer letter of acceptance) or any other

Software Quality Assurance

3. Quality Policy and Quality Objectives

Quality System Model

Quality System Management Process

Software Lifecycle Processes

Software Management Processes

Quality System Management Process

Quality System Documents & Data Control

Format of Quality Documents

Discard Obsolete Documents

Filing/ Storage of Documents and Data

Document Management Procedure (Procedure Id)

a. Software Development Proposal and Contract Review

Reviewing the Contract

Marketing Procedure (Procedure Id)

b. Software Requirements Analysis

Software Development Procedure (Procedure Id)

c. Design and Implementation (Coding)

Software Development Procedure (Procedure Id)

Testing Procedure (Procedure Id)

Software Development Procedure (Procedure Id)

Software Development Procedure (Procedure Id)

Software Development Procedure (Procedure Id)

Tracking and reviewing effort, schedule, cost, deliverables and milestones

Software Development Procedure (Procedure Id)

b. Software Quality Assurance

Verifications and Validations

Inspection and Test Status

Software Quality Assurance Procedure (Procedure Id)

Configuration Control (Change Control)

Configuration Status Accounting

Configuration Management Procedure (Procedure Id)

a. Rules, Practices and Conventions

System Administration procedure (Procedure Id)

c. Control of Quality Records

Records Control Procedure (Procedure Id)

ABC Management provides its commitment to the development and implementation of

Responsibility, Authority and Communication

Initiate action to prevent the occurrence of any nonconformity relating to product,

Open action items from previous Management Review meetings

The Software Engineering Process Group (SEPG) is responsible to document software

Enables the organization to perform and repeat successful work.

Preserves lessons learned on organizational programs.

Facilitates and enhances training.

Evaluates and compares existing and proposed processes.

The SEPG reviews potential technology improvements for applicability to the

Software Quality Assurance (SQA) is a planned and systematic approach to the

ABC management ensures that appropriate communication processes are established

Summary of Quality Management System Responsibilities

Responsibility and Authority

Competence, awareness and training

ABC views training and developing personnel as an essential management responsibility

Human Resources Management Procedure (Procedure Id)

ABC management determines, provides and maintains the infrastructure needed to