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Home Delivery of Fresh Fruits

and Vegetables Baskets

Quality Assurance Plan














Document Status

Version Number: 1.0
Date: 11-May-2014
Status: Draft


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Preface
For more information on this document, contact:
Haris Zaman
Manager Quality Assurance (MQA)
Home delivery of Fresh Fruits and Vegetables Baskets
051-5584784
Document Location
MQAs Office at Head Office in F/8 Islambad.
Document Revision History
Date Version Author Comments
11-May-14 1.0 Haris Zaman Initially drafted






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Document Approval
Yasir Zaman General manager
Signature



Date 11-MAY-2014

Sajeel Zaman Manager Operations
Signature Date 10-MAY-2014

Haris Zaman Manager QA
Signature



Date 10-MAY-2014

Document Review
The following people have been consulted in the compilation of this document:
Business Area Name Role
Management Yasir Zaman General Manager (GM)

Departments Usman Paracha Manager Marketing
Hasnain Khan Manager Finance
Sajeel Zaman Manager Operations
Faizan Shah Manager HR




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Contents
1 INTRODUCTION ................................................................................................... 5
1.1 Purpose of this document ................................................................................................................. 5
1.2 Intended Audience ............................................................................................................................ 5
1.3 Approach ........................................................................................................................................... 5
1.4 Document Scope .............................................................................................................................. 5
1.5 Definitions ......................................................................................................................................... 6
2 QUALITY ASSURANCE MANAGEMENT ............................................................ 7
2.1 Quality Assurance Organisation Structure ........................................................................................ 7
2.2 Project Organisation Structure .......................................................................................................... 8
2.3 Roles & Responsibilities ................................................................................................................... 8
3 METHODOLOGY & STANDARDS ....................................................................... 9
3.1 Methodology...................................................................................................................................... 9
3.2 Standards ........................................................................................................................................ 10
4 COACHING & MENTORING .............................................................................. 11
5 DELIVERABLES REVIEWS & AUDITS ............................................................. 12
5.1 Deliverable Reviews ....................................................................................................................... 12
5.2 Process Reviews ............................................................................................................................ 12
5.3 Quality Assurance Progress Reviews ............................................................................................. 12
5.4 Quality Assurance Lessons Learned Review ................................................................................. 12
5.5 Independent Review of Quality Assurance ..................................................................................... 13
5.6 Schedule of Quality Assurance Activities ....................................................................................... 13
6 FEEDBACK & REPORTS .................................................................................. 14
7 PROBLEM REPORTING & CORRECTIVE ACTION ......................................... 15



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1 Introduction
1.1 Purpose of this document
The purpose of Quality Assurance Plan is to provide internal Quality Assurance (QA)
guidance to all the operating and management functions. This guidance allows all the
functions to operate under standardized, Quality Assurance Plan (QAP) and ensures that
our clients are consistently provided with data that are of known and documented quality.
QAP also fulfils the requirement of our clients and of government programs to document
this.
1.2 Intended Audience
This document is prepared and provided to all the partners, top management, the HODs
of all departments and the staff. It can also b provided to the suppliers and the customers
on demand. It will help in quality operations to ensure customer satisfaction.
1.3 Approach
This document is prepared with great experience and keeping in view all the aspects of
the project. The industry standards, competitors approach and other different international
standards of quality were studied and investigated. The experts of this specific field were
also consulted for expert opinions, suggestions and expertise. Also other departmental
heads were also consulted while preparing this document.
1.4 Document Scope
The management and all the staff of Fresh Fruits and Vegetables Baskets.


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1.5 Definitions
Term / Acronym Definition
AM Assistant manager
AMQA Assistant manager Quality Assurance
CAR Corrective Action Request
GM General Manager
HOD Head of Department
HR Human Resource
JD Job Description
MQA Manager Quality Assurance
PAR Preventive Action Request
QA Quality Assurance
QAO Quality Assurance Observer
QAP Quality Assurance Plan
QMS Quality Management System
SOP Standard Operating Procedure


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2 Quality Assurance Management
The management is committed to providing quality services that meet the requirements of
our clients and satisfy applicable regulatory requirements. Management is dedicated to
providing an environment that encourages the achievement of excellence, demands
integrity in all aspects of its operations, and requires active participation of all associates
and vendors in meeting its quality goals.
Implementation of the QAP is the responsibility of all quality assurance associates.
Management at every level has the responsibility and authority to lead the development
and implementation of a structured management system that supports the quality
programs. Management must ensure that the principles and practices of the quality
program are followed and implemented at all levels.
Each company outlet has day-to-day independent operational authority that is overseen
by the various corporate functions (Senior Management, Operations, Quality Assurance,
Finance and Human Resources). The outlet has, therefore, the operational staff
supported by local management, namely, a manager QA, assistant manager QA safety
coordinator, QA observers and administrative support. This team is directed by the
franchise manager to meet daily workload commitments with a degree of autonomy.
These support functions have a level of responsibility to the corporate level staff and
management. Quality Assurance is an example of a function which is independent from
the outlets day-to-day operations. Even though a key member on the outlet team, the
Quality Assurance Observer (QAO) has direct access to the Manager Quality Assurance
(MQA) on all quality issues and their proper reporting. All QA candidate selection, hiring
and disciplinary actions are approved by the MQA. This approach ensures independence
of judgment and integrity without the influence of financial and scheduling pressures.
2.1 Quality Assurance Organisation Structure

General
Manager
MQA
Safety
Coordinator
AMQA
QA Observer QA Observer


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2.2 Project Organisation Structure

2.3 Roles & Responsibilities
Name Role Responsibilities
MQA Overall monitoring & reporting to
top management
To ensure monitoring at all levels and
reporting to top management.
AMQA Timely conducting internal &
external audits, effective
utilization of QA observers
Responsible to MQA for all the duties
assigned. Scheduling of internal &
external audits.
Safety Coordinator Monitoring overall safety Ensure safe handling & deliveries of
products and ensure health &
environmental safety.
QA Observers Spot/snap checks at all stages of
operations
Keep a watch on each stage in all
departments for implementations of
policies and reporting shortcomings to
AMQA.

GM
Manager
Finance
AM
Finance
AM
Accounts
Manager
Marketing
AM
Marketing
Manager
QA
Safety
Coordinator
AMQA
QA
Observer
QA
Observor
Manager
Operations
AM
Operations
Manager
HR


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3 Methodology & Standards
3.1 Methodology
Quality Assurance ensures to establish and implement required procedures within the
organization as per the standard of the organization. The required documents may
include Organization Chart, Corporate Policy, System Procedures, Standard Operating
Procedures (SOPs), Process Flow Charts, Departmental Objectives, Job Descriptions
(JD) and the Quality Plans as per the Quality Management System (QMS). The QA
Department will also ensure to maintain records of all activities being carried out within
the organization.
The QA Department will ensure that all documents and records are controlled. For this
purpose the QA Department will establish a unique identification number for each
document and record.
The QA Department will ensure that each department of the organization should establish
SOPs for relevant activities of the department and also prepare job description for each
designation. The QA staff will monitor that all activities are carried out as per the
established SOPs. They will also ensure that every individual is aware of his job
description. This department will also keep a check on maintaining proper record of each
activity being carried out by the departments.
The QA Department will prepare different plans of monitoring the activities of all
departments. These plans may include Spot/Snap checks by the QA Observers on daily
basis, weekly/monthly supervisory checks by the QA department, monthly operations
meeting, Management review meetings on specified frequency and Internal/External
Audits as per annual plans.
Any violation of written procedures/instructions will be termed as CAR whereas the
potential hazards (not violation of written procedures) will be termed as PAR. The
CARs/PARs will be initiated whenever violation or potential hazard is observed by the QA
staff/supervisors. Corrective actions on these CARs/PARs will be taken by the respective
department and the action will be confirmed by the QA staff through follow up visits.
Similarly the audit reports will be compiled after each internal/external audit and will be
followed by raising of CARs/PARs.
The QA Department may establish a procedure to ask customer feedback with specified
intervals from all customers. Observation/complaint (if any) will be actioned through
raising of CARs/PARs. Corrective actions on these CARs/PARs will be ensured by the
QA staff through follow up visits.





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3.2 Standards

Standard Reference Monitoring and Assurance
Documentation QMS Ensure the documents and records are
controlled through internal & external audits,
spot/snap checks with regular intervals
Evaluation Auditing Implementation of the documented
standards
Record Keeping Auditing Evidences of all activities




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4 Coaching & Mentoring
The QA Department will arrange awareness classes on all safety related activities for all
personnel of the organization at specified frequency or whenever required. QA
department will maintain a record of the participation of such classes.



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5 Deliverables Reviews & Audits
5.1 Deliverable Reviews
Deliverable to Review When Reviewed by Quality
Assurance (Status or Criteria)
How Reviewed by Quality Assurance
All fruits and vegetables On receipt from suppliers Randomly on a specified percentage
All fruits and vegetables At segregation point Randomly on a specified percentage
All fruits and vegetables During Packing Randomly on a specified percentage
All fruits and vegetables At outlets Randomly on a specified percentage
5.2 Process Reviews
Process to Review When Reviewed by Quality
Assurance (Status or Criteria)
How Reviewed by Quality Assurance
All processes (purchasing,
segregation, packing, delivering)
Any complaint from the customer At different points with increase
frequency of inspection
All processes (purchasing,
segregation, packing, delivering)
Drastic change in climate At different points with increase
frequency of inspection
All processes (purchasing,
segregation, packing, delivering)
Change in market demand At different points with increase
frequency of inspection
All processes (purchasing,
segregation, packing, delivering)
QA observers report At different points with increase
frequency of inspection
5.3 Quality Assurance Progress Reviews
Spot/Snap checks by the QA Observers on daily basis.
Spot/Snap checks by AMQA on weekly basis.
Spot/Snap check by MQA on monthly basis.
Coordination Council Meeting on monthly basis.
Customer feedback by QA Department on quarterly basis.
Internal Audits conducted by QA Department on six monthly basis.
Management Review Meeting on six monthly basis.
External Audit by representative of Accreditation body once in a year.
5.4 Quality Assurance Lessons Learned Review
Major/combined points collected in all departments during spot/snap checks and internal
audits.


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5.5 Independent Review of Quality Assurance
Coordination Council Meeting on monthly basis.
Internal Audits conducted by QA Department on six monthly basis.
Customer feedback by QA Department on quarterly basis.
Management Review Meeting on six monthly basis.
External Audit by representative of Accreditation body once in a year.
5.6 Schedule of Quality Assurance Activities
Stage quality by the QA Observers at every stage on daily basis.
Random check by AMQA on weekly basis.
Random check of all products by MQA on monthly basis.
Annual meeting plan.
Six monthly reviews.
Annual Audit Plan.



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6 Feedback & Reports

Reports and Quality Records Provided to Whom Provided When Provided How
Feedbacks of customers Top Management Quarterly basis On specified form
Spot/Snap check record Top Management Whenever observed On specified form
Reports of Audits Top Management After every Audit On specified form
Corrective Action Request (CAR) &
Preventive Action Request (PAR)
Top Management Whenever initiated On specified form
Customer Complaints Top Management Whenever received On specified form




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7 Problem Reporting & Corrective Action
When a violation of written procedure is observed by QA Observer, AMQA, MQA or
internal/external auditor, a corrective action request (CAR) will be initiated on a specified
form. Similarly when a potential hazard (Not a violation of written procedure) is observed,
the preventive action request (PAR) is initiated. The corrective action on these
CARs/PARs will be completed by the concerned HODs and action taken will be intimated
to MQA. The MQA will ensure the action taken during his follow up visit and the CAR will
be closed accordingly. The HODs will also find out the root cause of the CARs and will
take preventive actions to avoid reoccurring of similar CARs. The unresolved issues will
be brought in the notice of top management on monthly basis by MQA.


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