Quality Growth Services Pvt. Ltd.

QUALITY MANAGEMENT SYSTEM MANUAL

Doc. No: QGS-QM-01 Sec. No: 08 Eff. Date: 12.02.2019
OPERATION (Cl. 8) Rev. No: 01 Page 1 of 10
PREPARED BY APPROVED BY ISSUED BY
MR Director MR

8.1 Operational planning and control

QGS plans, implements and controls the processes needed to meet the requirements for the
provision of products and services, and to implement the actions determined in Planning by:
a) determining the requirements for the products and services;
b) establishing criteria for, the processes and the acceptance of products and services;
c) determining the resources needed to achieve conformity to the product and service
requirements;
d) implementing control of the processes in accordance with the criteria;
e) determining, maintaining and retaining records to the extent necessary:
1) to have confidence that the processes have been carried out as planned;
2) to demonstrate the conformity of products and services to their requirements.

It is ensured that the output of this planning is suitable for QGS’s operations.
QGS controls planned changes and reviews the consequences of unintended changes, taking action
to mitigate any adverse effects, as necessary.
QGS ensures that the outsourced processes are controlled.
When the company determines to develop a product on its own or as a result of contract with the
customer, depending upon the amount of work involved the person owning / assigned the responsibility
shall prepare an Implementation Plan giving details of all major activities of consultancy and others
services. The plan is a part of Service agreement and shall cover typically the following,
 Identification of the product / customer requirements
 Preparation of the product specific documents e.g. Training Manuals, Product or service
Catalogue.
 Competence requirements for the personnel assigned the responsibility of product development
Trial presentations & review
Any of the Directors shall coordinate to complete all the actions as per the plan. In addition to the above
mentioned, the following shall also be determined.
• Product or service specific quality objectives
• Product or service / processes verification/ validation requirements and acceptance criteria
• Product or service specific records required for demonstrating the conformance of the product
or service.

The product or service shall be developed as per the plan and necessary monitoring / measurements
shall be carried out on the product or service document. Once the samples found conforming, the
product or service document shall be finalized and handed over to the Office Manager for document
control. Corrective actions of nonconformities observed during the provision of service shall be taken to
prevent their reoccurrence.

Reference Document: List of Outsourced Processes

Guidelines for the Services, Product or service Documentation (Brochure, Quotation, etc)
List of Clients
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8.2 Requirements for products and services

8.2.1 Customer communication

Communication with customers includes:
a) providing information relating to products and services;
b) handling enquiries, contracts or orders, including changes;
c) obtaining customer feedback relating to products and services, including customer complaints;
d) handling or controlling customer property, if any;
e) Establishing specific requirements for contingency actions, when relevant.

The enquiry from the potential clients are received or generated through
• Telephone
• E-mail
• Personal Discussions
• Correspondence
• Information through personal contacts

The enquiry is reviewed by the Director / Consultant and when it is found that the QGS has the
competence to provide service or can generate competence, they direct the support staff (Generally
Office Manager) for preparing the quotation. The people who direct for preparing the quotation review
the quotation and organize to send it to the client. If required the further follow up with the client is
carried out to finalize the contract. Once the contract is received it is reviewed with respect to the
quotation and / or the agreed terms. In case, any difference is observed it is resolved with the client.
The work to implement the contract is assigned to the consultants having competence to provide the
service as per the contract.

The concerned consultant prepares an Implementation Plan with the client. The consultant and client
jointly track the progress in completion of the job. In case, any delays are occurred / expected, it is
discussed with the customer and necessary actions are determined to minimize the delays.

On completion of the contract, the consultant working on the contract informs the office staff to update
the List of Clients.

Reference Document: Product Documentation (Brochure, Quotation, etc.)

List of Clients
Customer Complaint Register

8.2.2 Determining the requirements for products and services

When determining the requirements for the products and services to be offered to customers,
Q G S ensures that:
a) the requirements for the products and services are defined, including:
1) any applicable statutory and regulatory requirements;
2) those considered necessary by QGS;
b) QGS can meet the claims for the products and services it offers.
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Directors & consultants shall continually track and compile information related to the existing product or
service, new requirements, and competitor product or service, Governmental Regulations etc. The new
product or service for development shall be initiated on basis of,

• Receipt of enquiry from the customer

• Receipt of product or service details from the potential customer.
• Receipt of requirement for doing the changes in the existing product or service.
• Discussion / meeting / correspondence with the customer.
• Competitor product analysis
• Development taking place in the related field
• Review of data published in the print & electronic media
• Interaction with the organizations in the similar business

8.2.3 Review of the requirements for products and services

8.2.3.1 QGS ensures that it has the ability to meet the requirements for products and services to be
offered to customers. QGS conducts a review before committing to supply products and services to a
customer, to include:
a) requirements specified by the customer, including the requirements for delivery and post-
delivery activities, as applicable;
b) requirements not stated by the customer, but necessary for the specified or intended use,
when known;
c) requirements specified by QGS;
d) statutory and regulatory requirements applicable to the products and services;
e) contract or order requirements differing from those previously expressed.

QGS ensures that contract or order requirements differing from those previously defined are
resolved.
The customer’s requirements a r e confirmed by Q G S before acceptance, when the customer
does not provide a documented statement of their requirements.
QGS retains records, as applicable, on the results of the review and on any new requirements for
the products and services.

The product requirements shall be determined through the review of the following,

• Requirements expressed / specified by the customer

• Requirements established by the company considering the relevance of the product or service
• Requirements specified in the Governmental Regulations applicable on the product or service, if
any

If required additional information shall be collected from the customer, governmental agencies or from
other sources.
The capability of the company to meet these requirements shall be reviewed to establish the Feasibility.
If the product or service is not feasible the case is closed.
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When the product is feasible to develop, the concerned Director shall take decision on initiating the
development of the product or service. After the development of the product or service is completed
Director shall decide the price & other terms & conditions for the providing the product or service and
communicate to all concerned.

Reference Documents: Clients Files & Work Orders

8.2.4 Changes to requirements for products and services

QGS ensures that relevant documents a r e amended, and that relevant persons are made aware of
the changed requirements, when the requirements for products and services are changed.

8.3 Design and development of products and services

8.3.1 General

As such QGS does not design and develop its products and services. However, the consultancy
services are provided as per the modules decided for the various stages of consultancy services and
defined in the Scope of Services for each Management Systems. Similarly, the trainings on various
Management System Standards are provided as per the requirements of the clients, in case of in house
programmes and as per our own modules in case of open house programmes.

In the case of Lead Auditor courses, the course materials, presentation slides, course schedule etc are
prepared as per the criteria set out by the concerned Board of the Quality Council of India. These are
approved by the concerned Board and in case we make any changes in any of these, approval is to be
obtained from the Board, before we implement the changes. The course validation and approval is
given by the Board after review of documentation and witnessing the first course. The accreditation is
valid for three years and surveillance is carried out annually.

8.4 Control of externally provided processes, products and services

8.4.1 General

QGS ensures that externally provided processes, products and services conform to requirements.
QGS has determined the controls to be applied to externally provided processes, products and
services when:
a) products and services from external providers are intended for incorporation into QGS’s own
products and services;
b) products and services are provided directly to the customer(s) by external providers on behalf
of QGS;
c) A process, or part of a process, is provided by an external provider as a result of a decision by
QGS.
QGS has determined and applied criteria for the evaluation, selection, monitoring of performance,
and re-evaluation of external providers, based on their ability to provide processes or products
and services in accordance with requirements. QGS maintains records of these activities and
any necessary actions arising from the evaluations.

The company is purchasing the following category of materials & services;

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• Office Stationary and equipment

• Capital Items
• Services from external agencies

The items mentioned in first two categories do not affect the quality of the services provided by QGS.
The services purchased from the external agencies to complete the job have direct effect on the quality
of the services provided by QGS. These services are not obtained for consultancy services and only for
the Lead Auditor training programmes.

QGS evaluates its service providers to verify their capability to meet the intending requirements. One or
more of the following criteria is used for evaluation of the service provider.

• Obtaining and review of the information about the service providers and their competence
• Onsite Assessment of their capability i.e. evaluation of the quality of services provided by them
• Reputation of the service provider
• Importance of the purchase services and its effects on the final services
• Volume of the work
• Customer recommendation

Once the capability of service provider is established to meet the requirements, they are approved and
an agreement is made with the service providers listing out the terms and conditions. It shall be
ensured that the services of only approved service providers are used. If in case of emergency any
service is taken from the unapproved service provider, appropriate action shall be taken to verify their
services under the supervision of Director and after successful completion of the job they may also be
approved and agreement made with them. The approval is accorded to the service provider for
particular category of the services or product. In case entirely different category product or service shall
be procured from a service provider, their capability shall be re-evaluated.

The performance of the service provider is evaluated at frequent intervals depending upon the volume
& frequency of the services and when the performance of the service provider is not meeting the
requirements specified in the quality objective or show continuous deterioration in their capability, as
seen from the feedback of the clients, shall be re-evaluated.

8.4.2 Type and extent of control

QGS ensures that externally provided processes, products and services do not adversely affect
QGS’s ability to consistently deliver conforming products and services to its customers.
QGS ensures:
a) that externally provided processes remain within the control of its quality management
system;
b) that both the controls that it intends to apply to an external provider and those it intends to apply to
the resulting output are defined;
c) that it has taken into consideration:
1) the potential impact of the externally provided processes, products and services on the
company’s ability to consistently meet customer and applicable statutory and r egulatory
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requirements;
2) the effectiveness of the controls applied by the external provider;
d) the verification, or other activities, necessary to ensure that the externally provided
processes, products and services meet requirements, are determined.

8.4.3 Information for external providers

QGS ensures the adequacy of requirements prior to their communication to the external provider.
QGS communicates to external providers its requirements for:

a) the processes, products and services to be provided;

b) the approval of:
1) products and services;
2) methods, processes and equipment;
3) the release of products and services;
c) competence, including any required qualification of persons;
d) the external providers’ interactions with QGS;
e) control and monitoring of the external providers’ performance to be applied by QGS;
f) Verification or validation activities that QGS, or its customer, intends to perform on the external
provider.

The purchasing information shall be communicated to the external provider through a Service
Agreement.

It shall be ensured that the service agreement is reviewed and approved by Director for adequacy and
correctness before passing on to the service provider. QGS shall also apply controls on the external
provider considering the importance of the purchased services and its impact on the subsequent
product realization processes or final product/service. The controls include the following one or
combination of the following,

• Onsite evaluation of quality of the service

• Review of feedback / complaints from the customer
• Qualification of external provider’s process and personnel
• Evaluating the service provider performance

The exact details of controls that shall be applied on the service provider shall also be documented in
the service agreement.

8.5 Production and service provision

8.5.1 Control of production and service provision

QGS implements production and service provision under controlled conditions. Controlled conditions
include, as applicable:

a) the availability of documented information that defines:

1) the characteristics of the products to be produced, the services to be provided, or the
activities to be performed;
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2) the results to be achieved;

b) the availability and use of suitable monitoring and measuring resources;

c) the implementation of monitoring and measurement activities at appropriate stages to verify that
criteria for control of processes or outputs, and acceptance criteria for products and
services, have been met;
d) the use of suitable infrastructure and environment for the operation of processes;
e) the appointment of competent persons, including any required qualification;
f) the validation, and periodic revalidation, of the ability to achieve planned results of the
processes for production and service provision, where the resulting output cannot be verified by
subsequent monitoring or measurement (At present there are no such processes where the
resulting output cannot be verified by subsequent monitoring or measurement);
g) the implementation of actions to prevent human error;
h) the implementation of release, delivery and post-delivery activities.

QGS plans the service provision processes in conjunction with the customer. Appropriate provisions
are made in the plan to ensure that

• the relevant information for performing the processes are available (e.g. standard, existing
practices)
• the appropriate monitoring and measurement is performed to verify the compliance with the
established system.
• Controlled release of the documents

Customer Visit Planning

Depending upon the stage of establishing the system and support required by the clients, all
consultants prepare a monthly visit plan and communicate the plan to the customer. In case, a
customer requires change in the duration or date specified in the plan, necessary adjustments are
carried out in the plan. If the changes in the plan affect other customer schedule, the details of changes
are communicated to the concerned customer.

8.5.2 Identification and traceability

QGS uses suitable means to identify outputs when it is necessary to ensure the conformity of
products and services. Each Client for Consultancy is identified by a Client File number and all
consultancies can be traced back to the corresponding offers and orders.
QGS identifies the status of outputs with respect to monitoring and measurement requirements
throughout production and service provision.

QGS controls the unique identification of the outputs when traceability is a requirement and maintains
necessary records to enable traceability.
The documents prepared at the client’s organization are provided unique identification. Only conforming
documents are approved and issued for use.
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8.5.3 Property belonging to customers or external providers

QGS exercises great care with property belonging to customers or external providers while it is under
QGS’ control or being used by QGS.

QGS identifies, verifies, protects and safeguard customers’ or external providers’ property provided for
use or incorporation into the products’ and services.

When the property of a customer or external provider is lost, damaged or otherwise found to be
unsuitable for use, QGS shall report this to the customer or external provider and maintain necessary
records on what has occurred.

In QGS, a customer’s or external provider’s property normally includes only documents in hard copy or
in soft copies, any materials, equipment like LCD projector, venue, intellectual property and personal
data.

8.5.4 Preservation

QGS develops and deploy the product/service at customer sites only. During the development it is
ensured that

 Documents prepared to establish the system (hard / soft copies) are appropriately preserved
and protected.
 Training materials given to the customer is kept properly by them until the project is completed.
The preservation / protection include the following as appropriate
 Providing unique identification
 Storage at safe location
 Proper handling
 Providing safeguard from damaged, loss, theft etc., including password protection

8.5.5 Post-delivery activities

QGS meets requirements for post-delivery activities associated with the products and services.
In determining the extent of post-delivery activities that are required, QGS considers:
a) statutory and regulatory requirements; if any
b) the potential undesired consequences associated with its products and services;
c) the nature, use and intended lifetime of its products and services;
d) customer requirements;
e) Customer feedback.
In case of consultancy services, post-delivery activities are limited to follow up visits as agreed in the
contract / agreement.
8.5.6 Control of changes
QGS reviews and controls changes for production or service provision, to the extent necessary to
ensure continuing conformity with requirements
QGS maintains records describing the results of the review of changes, the person(s) authorizing the
change, and any necessary actions arising from the review. These records are available in the
individual client flies / client doc’s folder in computer.
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8.6 Release of products and services

QGS implements planned arrangements, at appropriate stages, to verify that the product and
service requirements have been met.
The release of products and services to the customer does not proceed until the planned arrangements
have been satisfactorily completed, unless otherwise approved by a relevant authority and, as applicable,
by the customer.

QGS m a i n t a i n s r e c or d s on the release of products and services. The records include, evidence
of conformity with the acceptance criteria and traceability to the person(s) authorizing the release.
These are normally available in the visit reports submitted to the clients and only after authorization by
concerned consultant, invoices are raised.

Reference Doc: Clients File/Visit report

8.7 Control of nonconforming outputs

8.7.1 QGS ensures that outputs that do not conform to their requirements are identified and
controlled to prevent their unintended use or delivery.
QGS takes appropriate action based on the nature of the nonconformity and its effect on the
conformity of products and services. This a l s o applies to nonconforming products and services
detected after delivery of products, during or after the provision of services.
QGS deals with nonconforming outputs in one or more of the following ways:
a) correction;
b) segregation, containment, return or suspension of provision of services;
c) informing the customer;
Conformity to the requirements are verified when nonconforming outputs are corrected.
8.7.2 QGS maintains records that:
a) describes the nonconformity;
b) describes the actions taken;
c) Identifies the authority deciding the action in respect of the nonconformity.
Control of nonconforming services

The nonconformities in the service provided by QGS are identified through,

• Review of documents
• Clients internal audits
• Shadow Audit conducted by QGS
• External audits conducted at the customer site

The nonconformities can be of two categories:

• Inadequacy of documents with respect to the requirements / standard criteria

• Misinterpretation of the requirements
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When such nonconformities are brought to the notice of consultant providing the service, the consultant
shall review the nonconformity, take opinion from other consultants where needed and determine the
corrective actions to deal with the nonconformity. The typical actions are

• Doing changes in the documents

• Giving re-explanation about the requirements to the concerned personnel.

Document Reference:
SYS-P-04- Control of non-Conforming output