intercontinental consultants q and technocrats pvt. ltd. · clients shall be checked by virus scan...

Intercontinental Consultants and Technocrats Pvt. Ltd.

QPROCEDURE MANUAL

© No part of the document shall be copied or disclosed without the authorization of the Chairman and Managing Director, Intercontinental Consultants and Technocrats Pvt. Ltd.

Copy No: 00

Volume I

Intercontinental Consultants and

Technocrats Pvt. Ltd.

New Delhi

PROCEDURE MANUAL

VOLUME I

© No part of this document shall be copied or disclosed without the authorization

of the Chairman and Managing Director, Intercontinental Consultants and Technocrats Pvt. Ltd.

Copy No. : 00

Issue No. : 05 Date : 03 October 2017

Revision No. : 00

DISTRIBUTION LIST

PROCEDURE MANUAL VOLUME I

Copy No. Name / Designation

1 Mr. K. K. Kapila, Chairman and Managing Director

2 Mr. A. D. Narain, President – Advisory Panel

3 Mr. Prashant Kapila, COO

4 Mr. Aseem Prabhakar, President

5 Dr. Mahesh Kumar, President & HOD (Urban Infrastructure)

6 Dr. P. K. Sikdar, President & HOD (Transportation)

7 Management Representative

8 Management Representative – External Auditors

9 HOD (Highway)

10 HOD (Pavement, Material & Geo-technical)

11 HOD (Quantity Surveying & Contracts)

12 HOD (Bridge)

13 HOD (Survey & GIS)

14 HOD (Metro Structures)

15 HOD (Railways & Metro Allied Services)

16 HOD (Environment & Social)

17 HOD (Aviation)

18 HOD (Business Development)

19 HOD (Information Technology)

20 HOD (HRD & Training) & HOD (Administration)

21 HOD (Finance & Contracts)

22 HOD (Architecture)

No. Date Page No.Issue /

Revision No.Date Page No.

Issue /

Revision No.Date

* 1 03.02.2020 QSP/9.2/QMC/14 6 05/00 03.10.2017 6 05/01 03.02.2020Format QSP/9.2/QMC/14:F-01 has been

revised.

RECORD OF AMENDMENTS

Volume I

Amendment

Doc. No.

Discard Insert

Brief Description of Change

1 of 1

CONTENTS

PROCEDURE MANUAL VOLUME I

S. No. Document No. Description No. of Pages

1. QSP/7.1.3/QMC/01 Maintenance of Equipment 9

2. QSP/7.1.3/QMC/02 Insurance Cover 4

3. QSP/7.1.5/QMC/03 Control of Monitoring and Measuring

Equipment

3

4. QSP/7.2/QMC/04 Competence and Training 11

5. QSP/7.5/QMC/05 Documented Information and Their Control 12

6. QSP/8.1/QMC/06 Planning of Product Realisation 7

7. QSP/8.2/QMC/07 Client Requirements and Their Review 6

8. QSP/8.4/QMC/08 Externally Provided Processes & Products 3

9. QSP/8.4/QMC/09 Purchasing 10

10. QSP/8.5.1/QMC/10 Document Production 3

11. QSP/8.5.4/QMC/11 Functioning of Central Library 4

12. QSP/8.7/QMC/12 Control of Non-Conforming Outputs 3

13. QSP/9.0/QMC/13 Measurement, Analysis & Evaluation of

Performance

7

14. QSP/9.2/QMC/14 Internal Audits 11

15. QSP/9.3/QMC/15 Management Review 3

16. QSP/10.0/QMC/16 Improvement 7

Intercontinental Consultants & Technocrats (P) Ltd. Procedure

Doc No : QSP/7.1.3/QMC/01 Issue No. : 05

Revision No. : 00 Date : 03 October 2017

Signature

Designation Management Representative CMD / Assigned Authority Management Representative

Prepared by Approved by Issued by Page 1 of 9

MAINTENANCE OF EQUIPMENT

1.0 Purpose

To lay down procedure for corrective / preventive maintenance for various

categories of equipment.

2.0 Scope

The procedure covers corrective / preventive maintenance of the following type of

equipment :

Survey equipment

Computer hardware, software and peripherals

Reprography equipment

Miscellaneous equipment like Printers, EPBX, ACs, generators, water

purifiers, fire extinguishers, etc.

3.0 Responsibility

MR shall be responsible to establish and maintain the procedure.

Responsibility to implement this procedure shall be as follows :

All HODs as users of the equipment

HOD (Svy) – Survey equipment

HOD (IT) – Computer hardware, software and peripherals

HOD (Adm) – Reprography equipment, shared Printers /

Photocopiers, UPS, EPBX, Generators, ACs, water

purifiers, fire extinguishers etc.




Signature



4.0 Procedure of Corrective / Preventive Maintenance

4.1 Survey Equipment

Equipment such as Auto/Digital Levels, Total Stations, Echo Sounder and GPS are

held and used by the Survey Division. To ensure satisfactory functioning of the

equipment, annual maintenance contracts of all instruments shall be entered into

with the service agencies, by HOD (Adm) based on inputs from HOD (Svy), who

shall carry out maintenance / repairs on as required basis, normally once in a

calendar year.

Details of instruments under warranty shall be maintained in

Format QSP/7.1.3/QMC/01:F-01 – “Details of Equipment under Warranty” and of

maintenance contract in Format QSP/7.1.3/QMC/01:F-02 – “Details of Maintenance

Contract”. Record of periodic servicing by service agency shall also be maintained.

4.2 Computer Hardware, Software and Peripherals

4.2.1 Web Based “Complaint Management System (CMS)”

IT Division has developed a web based CMS for registration of computer related

complaints. User can therefore register their complaints through automated system,

as follows :

Open the web browser and enter “http://erp.ictonline.com” in the address bar.

User shall login using his / her User ID and Password.

Click the “IT Help Desk”.

Fill in the complaint details and click “Submit” button.

4.2.2 Computer Hardware and Peripherals

This includes all computers and their peripherals installed in the Corporate Office of

the Company. As a measure of preventive maintenance, all systems, barring

equipment under warranty are generally maintained in house. However, problems

beyond the control of IT Division shall be given to outside agency for repair.

Desktop Printers are covered under maintenance contract by a service agency.

Details of warranties shall be maintained in Format QSP/7.1.3/QMC/01:F-01 –

“Details of Equipment under Warranty” and of maintenance contracts in respect of

Desktop Printers in Format QSP/7.1.3/QMC/01:F-02 – “Details of Maintenance

Contract”. Records of periodic checks / visits by maintenance agencies shall be

maintained. As regards equipment maintained in-house, their records are

automatically maintained in Call Report as per Format QSP/7.1.3/QMC/01:F-04 –

“Call Report”. Complaint once resolved by the designated IT staff shall be closed in

24 hours.




Signature



Following actions will be taken in respect of corrective maintenance :

On experiencing a hardware problem, user shall login his / her complaint

following the procedure specified at Para 4.2.1.

Designated IT staff or his representative shall rectify the same, failing which

he shall contact a service agency immediately. In case of Desktop Printers, IT

Staff shall inform the maintenance contractor to rectify the problem.

In situations where rectification is likely to take time, designated IT staff shall

make alternate arrangements, if required, with the permission of HOD (IT).

4.2.3 Computer Software

This consists of operating systems, and other software used by the Company. To

ensure their satisfactory operation, following actions will be taken :

On noticing a malfunctioning of any type in the software, the user shall try to

rectify by rebooting his / her computer. If the problem persists the user shall

login his / her complaint following the procedure specified at Para 4.2.1.

Designated IT staff shall attempt to rectify the problem.

If the problem still persists, technical support shall be sought from software

vendors / developers.

All computer media (CD / DVD, pen drive etc.) received from associates and

Clients shall be checked by virus scan before use.

4.3 Miscellaneous Equipment

Various machines / equipment such as reprographic equipment, shared Printers /

Photocopiers, EPBX, generators, room air conditioners, UPS, aqua guards etc. have

been provided in different premises of the Company. Their care and administrative

responsibility has been entrusted to respective officer incharges.

All machines / equipment, barring those covered under warranty and equipment

maintained in house shall be covered under maintenance contracts to be executed by

HOD (Adm) / Assigned Authority. Details of equipment under warranty shall be

maintained in Format QSP/7.1.3/QMC/01:F-01 – “Details of Equipment under

Warranty” and of maintenance contracts as per Format QSP/7.1.3/QMC/01:F-02 –

“Details of Maintenance Contract” by HOD (Adm) / Assigned Authority. Records

of periodic checks / visits by maintenance agency shall also be maintained by HOD

(Adm) / Assigned Authority for the respective equipment as indicated at Para 3.0

above.




Signature



Following actions shall be taken on observing a trouble in any equipment viz.

generators, ACs, water purifiers, UPS etc. :

The user shall inform reception at A-8 / A-9 building when an equipment

develops a fault. The receptionist will record the same in the complaint

register in the Format QSP/7.1.3/QMC/01:F-03 – “Complaint Register”.

EMO will assign concerned tradesman to rectify the fault.

Following actions shall be taken on observing a trouble in the reprographic

machines, shared Printers / Photocopiers EPBX etc. :

The user / respective official incharge shall immediately inform the concerned

company service centre and note the complaint in the complaint register as per

Format QSP/7.1.3/QMC/01:F-03 – “Complaint Register”. He will thereafter

follow the progress with the service agency to get the fault rectified at the

earliest. In case of any difficulty he will approach HOD (Adm) / Assigned

Authority.

4.4 Flow chart of activities is given at Appendix ‘A’.

5.0 References

ISO 9001:2015 Clause 7.1.3.

User manuals and reference books.

Instructions / circulars issued by HOD for the maintenance and upkeep of

equipment.

6.0 Records

Format Retention

By Period

QSP/7.1.3/QMC/01:F-01

Details of Equipment under

Warranty

HOD (Svy) / HOD (IT) /

HOD (Adm) 5 years

QSP/7.1.3/QMC/01:F-02

Details of Maintenance Contract

HOD (Svy) / HOD (IT) /

HOD (Adm) 3 years

QSP/7.1.3/QMC/01:F-03

Complaint Register

HOD (IT) /

User / Respective Official

Incharge

2 years

QSP/7.1.3/QMC/01:F-04

Call Report HOD (IT) 2 years




Signature



Appendix ‘A’

MAINTENANCE OF EQUIPMENT

Maintenance Responsibility

1. HOD (Svy) - All survey equipment

2. HOD (IT) - Computer hardware, software and peripherals

3. HOD (Adm) - Reprography equipment, shared Printers / Photocopiers, EPBX,

Generators, ACs, water purifiers, UPS, fire extinguishers etc.

Start

Preventive / Corrective Maintenance

Preventive Maintenance

No

AMC by Designated

Person

Maintain record of :

(a) AMC

(b) Periodic Servicing

Corrective Maintenance

Initiation of Complaint

Can the

complaint be

handled by ICT?

Yes

No

Call for Service Agency

End

Rectification

End

Maintain Record

Maintain Record

Yes Is equipment

under

warranty?

End

Maintain Record

End

Intercontinental Consultants & Technocrats (P) Ltd. Format

Doc No : QSP/7.1.3/QMC/01:F-01 Issue No. : 05


Signature



DETAILS OF EQUIPMENT UNDER WARRANTY

S.

No.

Code

No.

Description of the Item, Model

No. and Name of the Supplier /

Manufacturer

Date of Purchase /

Installation

Date Warranty

Expires Remarks




Signature



DETAILS OF MAINTENANCE CONTRACT

Details of Equipment :

Name of the Agency :

Address :

Contact Nos.

Telephone :

Fax :

E-mail :

Web Site :

Contact Person :

Scope of Contract :

Date of Start :

Valid Upto :

S.

No.

Code No.

of

Equipment

Description of

the Item Location

Date of Original

Purchase and Price

Fee for

Maintenance

Contract

Remarks




Signature



COMPLAINT REGISTER

S.

No. Date & Time

Equipment & its

Location Nature of Complaint Action taken Signature




Signature



CALL REPORT

Call No. : Computer /

Peripheral No.: Call Date : Time:

Service Engineer : User Name :

Date Attended : Time:

Completion Date : Time: Building :

Problem Reported :

Action Taken :

Spares Defective Parts Description Replacement / Stand By

Part Description




Signature

Designation HOD (Administration) CMD / Assigned Authority Management Representative


INSURANCE COVER

1.0 Purpose

To lay down procedure for providing insurance cover.

2.0 Scope

The procedure covers guidelines for providing insurance cover for the following :

Projects

Building, furniture and fixtures

Equipment

Vehicles

3.0 Responsibility

HOD (Adm) shall be responsible to establish, maintain and implement the

procedure.

4.0 Procedure

4.1 Insurance Cover for Projects

HOD (Adm) in coordination with TL / PC, shall arrange to obtain the under

mentioned insurance cover. Copy of cover note / policies shall be sent to project

site. Details of the project insurance would be maintained in the Format

QSP/7.1.3/QMC/02:F-01 – “Details of Project Insurance”.

Professional Indemnity Insurance

Third Party Liability Insurance

Workmen’s Compensation Insurance

Group Personal Accident Insurance

Any other insurance in accordance with the applicable law




Signature



4.2 Insurance Cover for all other Items

Based on the directions from CMD / COO, all other items shall be insured against

all risks or theft, fire and burglary under the arrangements of HOD (Adm). Details

of all risk insurance policies will be maintained in the Format

QSP/7.1.3/QMC/02:F-02 – “Details of other Insurance Policies”. Copy of the cover

note / policy shall be provided to the concerned HOD.

4.3 Renewals

All insurances shall be renewed as per following process :

All insurance policies shall be recorded / updated in software.

An insurance policy due for renewal will be taken for processing 15 days prior

to the date of expiry.

Policies recommended for renewal shall be forwarded to HOD (F&C) through

Dy. HOD (Adm) for approval.

Based on approval, action will be taken for renewal of policies with the

concerned insurance companies.

A record of the renewals in respect of all project insurances and those for other

items shall be maintained in Format QSP/7.1.3/QMC/02:F-01 – “Details of Project

Insurance” and Format QSP/7.1.3/QMC/02:F-02 – “Details of other Insurance

Policies” respectively.

5.0 References

Nil

6.0 Records

Format Retention

By Period

QSP/7.1.3/QMC/02:F-01

Details of Project Insurance HOD (Adm) Permanent*

QSP/7.1.3/QMC/02:F-02

Details of other Insurance Policies HOD (Adm) Permanent*

* To be reviewed after 5 years.




Signature



DETAILS OF PROJECT INSURANCE

___________________________

S.

No. Project

Initial / Renewed Renewed Renewed

Amount Premium Upto Amount Premium Upto Amount Premium Upto




Signature



DETAILS OF OTHER INSURANCE POLICIES

S.

No.

Item with Type of

Insurance

Initial / Renewed Renewed Renewed

Amount Premium Upto Amount Premium Upto Amount Premium Upto




Signature



CONTROL OF MONITORING AND MEASURING EQUIPMENT

1.0 Purpose

To lay down a procedure for control of measuring equipment.

2.0 Scope

It covers control of all measuring equipment needed to provide evidence of

conformity of product to determined requirements.

3.0 Responsibility


HOD shall be responsible to implement the procedure.

4.0 Procedure

4.1 General

During planning of product realization processes, where applicable, HOD shall

determine the monitoring and measurement to be undertaken. Also measuring

equipment needed to provide evidence of conformity of product to determined

requirements shall be identified.

4.2 Control of Measuring Equipment

4.2.1 HOD shall maintain details of all measuring equipment as per Format

QSP/7.1.5/QMC/03:F-01 – “Calibration / Verification Details of Measuring

Equipment”. These equipment, where necessary, to ensure valid results, shall be

calibrated or verified, or both, either at specified interval or prior to use. The

specified interval should be based on the operational manual of the equipment or as

specified by HOD.

4.2.2 Calibration shall be against a reference standard which must be traceable to national

or an international standard. Where no such standard exists, the basis used for

calibration shall be recorded. Verification of equipment shall be carried out

according to verification instruction supplied by the manufacturer of the equipment

or as developed by HOD.

4.2.3 After calibration or verification, its status shall be identified by putting a label on

the equipment, giving date of calibration / verification and the date next calibration /

verification is due.

4.2.4 The calibrated / verified measuring equipment shall be safeguarded from

adjustments that may invalidate the measurement results. Only trained personnel

shall be authorized to use the equipment.




Signature



4.2.5 The measuring equipment shall be protected from damage or deterioration. These

shall be suitably stored when not in use and correctly handled.

4.2.6 To ensure satisfactory functioning of the equipment, annual maintenance contracts

of all instruments shall be entered into with the service agencies by HOD (Adm)

Para 4.1 of QSP/7.1.3/QMC/01 – “Maintenance of Equipment” refers.

4.2.7 If computer software is used for monitoring and measuring process, it shall be

checked prior to its initial use to confirm that it performs the required functions and

reconfirmed as necessary.

4.2.8 All our key design / technical software are generally covered under Annual Support

Contract in which the concerned software vendors / distributors / developers shall

provide technical support whenever required.

As regards their calibration, the design / technical software may be verified by the

user to confirm that it satisfies the intended application, at the time of procurement

and on updation whenever occurring. Records shall be maintained as follows :

Sr.

No.

Software

Details

Date of

Procurement /

Updation

Verification

Done on

Mode of

Verification Remarks

4.2.9 If a measuring equipment appears to be out of calibration, then it is necessary to

assess and record the validity of the results of measurements that were previously

taken with that equipment. Appropriate action shall be taken on both the equipment

and the affected product.

5.0 References

ISO 9001:2015 Clause 7.1.5

Quality Manual Clause 7.1.5

National / International Standards

6.0 Records

Format Retention

By Period

QSP/7.1.5/QMC/03:F-01

Calibration / Verification Details of

Measuring Equipment

HOD Permanent *





Signature



CALIBRATION / VERIFICATION DETAILS OF MEASURING EQUIPMENT

Nomenclature of Equipment :

Calibration / Verification Interval :

S. No. Calibration / Verification

Remarks Done Due


Doc No : QSP/7.2/QMC/04 Issue No. : 05


Signature

Designation HOD (HRD & Training) CMD / Assigned Authority Management Representative


COMPETENCE AND TRAINING

1.0 Purpose

To lay down procedure for improving the competence level of personnel performing

activities affecting conformity to product requirements, imparting the needed

training and evaluating its effectiveness.

2.0 Scope

It covers all types of training in respect of personnel at ICT Corporate Office

including training in the concepts and implementation of Quality Management

System.

3.0 Responsibility

HOD (HRD & Trg) shall be responsible to establish, maintain and implement the

procedure. He / she shall also be responsible for preparing the training calendar

from 1st April to 31

st March of the following year.

HODs shall be responsible for determining the competence requirements of their

personnel and conducting On-the-Job Trainings (OJT). They shall also be

responsible for verifying the effectiveness of identified centralized / external

training and maintaining training records.

CMD / COO / Presidents shall be responsible for identifying training requirements

and for verification of effectiveness of external training of HODs. CMD / COO

shall be responsible for approval of annual training calendar and budget.

HOD (HRD & Trg) shall maintain the records of external training undertaken by

employees.

4.0 Procedure

4.1 Planning Risk

Determination of risks and opportunities, meeting the requirements of Clause 6.1 of

the Std ISO 9001:2015 has been done and record maintained in “Risk Register” as

per defined format. ‘Risk Levels’ and ‘Risk Controls’, pertinent inputs for addressal

of the identified risk, have been determined with the help of “Risk Matrix” as per

defined format. Both formats are given Appendix ‘H’ of Quality Manual. The risks

associated with our processes can be of different kinds, for example “Incorrect

record generated.” could be one of the relevant risk to this procedure.




Signature



4.2 General

Personnel performing work affecting conformity to product requirement, either

directly or indirectly, shall be competent on the basis of appropriate education,

training or experience.

Training of personnel at Corporate Office shall be planned and organized by

HOD (HRD & Trg). Overall training plan shall be made from 1st April to 31

st March

of the following year and shall include centralized and external training.

4.3 Identification of Training Need / Requirement

4.3.1 HOD shall take following actions :

Maintain qualification / competence criteria of assigned tasks of his personnel.

Where applicable, identify training requirements based on any of the

following :

- Introductory programme for new entry

- Introduction of new technology / technique / equipment

- Gap between desired and present qualification / competence

- Periodic refresher programmes

- Audit reports

- Overall culture of the Company

- Any other basis

4.3.2 The gap between desired qualification / competence and present, in respect of

personnel performing work affecting product conformity shall be determined in the

Format QSP/7.2/QMC/04:F-01 – “Competence Record”.

4.4 Training Plan

With the training need identified as per Para 4.2 above, HOD shall determine the

training requirements in the Format QSP/7.2/QMC/04:F-02 – “Training

Requirements” and forward a copy to HOD (HRD & Trg) by 31st January. He / she

shall then prepare an annual training calendar and take requisite approval of CMD /

COO for the same. The approved training calendar will be issued in March. HODs

may revise their requirement if any, inclusive of training required for new entrants

by 31st July every year based on which HOD (HRD & Trg) shall prepare the revised

training calendar effective from 1st October to 31

st March, of the following year, if

required.




Signature



4.5 Conduct of Training

4.5.1 On-the-Job Training (OJT)

HODs shall plan and conduct OJT for their personnel to further develop their skills

necessary to perform the assigned jobs in an effective manner. The training may be

conducted with the help of experts available within the Division / Cell or may seek

assistance from HOD (HRD & Trg). Appropriate records shall be maintained, by

the concerned HODs.

4.5.2 Centralized Training

Training planned and organized involving various Divisions and utilizing internal

resources shall be classified as centralized training and will be the

responsibility of HOD (HRD & Trg). Records shall be maintained on Format

QSP/7.2/QMC/04:F-03 – “Training Record” by HOD (HRD & Trg) and copies sent

to the concerned Divisions.

4.5.3 External Training

In case of requirement for training through external organizations / institutions,

HODs shall submit their proposals to HOD (HRD & Trg) in the Format

QSP/7.2/QMC/04:F-04 – “Training / Seminar / Workshop / Conference Proposal”.

The CMD shall approve proposals in respect of the external training costing

Rs. 25,000 and above while the authority to approve rest of the proposals shall vest

with COO.

Centralized training conducted with the help of a faculty from external agency shall

be treated as external training.

HOD (HRD & Trg) shall raise training records of all external training carried out in

Format QSP/7.2/QMC/04:F-03 – “Training Record”. Copies of this Format will be

forwarded to the concerned HOD. HOD (HRD & Trg) will update the records of

external training in the HRMS database at the end of every month.

4.5.4 Evaluation of Training

Centralized / external training considered significant shall be evaluated. HOD (HRD

& Trg) in consultation with HOD concerned shall identify such training.

Evaluation of training shall be conducted for two purposes. One shall be a feedback

for evaluating effectiveness of training organization / trainer and the other to

evaluate upgradation in the competence / skill of the trainee. The trainee, on

completion of such identified programme, shall fill up the feedback in Format




Signature



QSP/7.2/QMC/04:F-05 – “Training Feedback and Evaluation” and hand it over to

HOD (HRD & Trg), who shall utilize the feedback for evaluating the effectiveness

of the training organization / trainer. While evaluating, in case of total score less

than 12, the training organization / trainer shall be informed of deficiency in service

after discussion by HOD (HRD & Trg) with the concerned trainee(s). Whenever

there is a group, scoring of group shall be captured.

HOD (HRD & Trg) shall forward the copy of Format QSP/7.2/QMC/04:F-05 –

“Training Feedback and Evaluation” to the concerned HOD, on completion of three

months, post training. The HOD shall evaluate the effectiveness of training in the

forwarded copy and may substantiate the grading with a write-up in case he

evaluates improvement in skill, competency and work performance of trainee as

significant. HOD will send this completed format alongwith the write-up to the

HOD (HRD & Trg), who will put it up to COO. After evaluation by COO, HOD

(HRD & Trg) will send one copy to HOD concerned and retain one copy. The

trainee whose improvement has been evaluated as significant will be acknowledged

by HOD (HRD & Trg) after perusal and approval of COO.

4.5.5 Seminars / Workshops / Conferences

In case of requirement for attending a seminar / workshop / conference,

HODs shall submit their proposal to HOD (HRD & Trg) in Format

QSP/7.2/QMC/04:F-04 – “Training / Seminar / Workshop / Conference Proposal”.

COO shall approve the proposals. In case approval by CMD / COO has already

been accorded on the brochure / invitation received from the institutions, the same

can be attached to the Format QSP/7.2/QMC/04:F-04 – “Training / Seminar /

Workshop / Conference Proposal”. HOD (HRD & Trg) shall maintain a record in

QSP/7.2/QMC/04:F-03 – “Training Record” and forward a copy to concerned HOD

for information.

4.5.6 ISO 9000 Related Training

The orientation programme for new employees shall cover an overview of ISO and

the Quality Management System adopted by the Company. The training plan shall

also include centralized / external training for Internal Auditors as and when

required.

4.6 Flow chart of activities is placed at Appendix ‘A’.

5.0 References

ISO 9001:2015 Clause 7.2




Signature



6.0 Records

Format Retention

By Period

QSP/7.2/QMC/04:F-01

Competence Record HOD 2 years

QSP/7.2/QMC/04:F-02

Training Requirements

HOD (HRD & Trg) /

HOD 2 years

QSP/7.2/QMC/04:F-03

Training Record

HOD (HRD & Trg) /

HOD 2 years

QSP/7.2/QMC/04:F-04

Training / Seminar / Workshop /

Conference Proposal

HOD (HRD & Trg) /

HOD 2 years

QSP/7.2/QMC/04:F-05

Training Feedback and Evaluation HOD (HRD & Trg) 2 years

Training Calendar HOD (HRD & Trg) 3 years




Signature



Appendix ‘A’

COMPETENCE, TRAINING AND AWARENESS

Plan training, identifying

institutions / faculty

HOD HOD (HRD & Trg)

External and Centralized Identify / update training

requirements in January

Start Start

Prepare annual / revised

training calendar and issue

Convert these into training

requirement (On-the-Job,

Centralized and External)

Conduct Centralized

Training

Organize External

Training

End

Prepare record and send

copy to concerned HODs

Obtain feedback from

trainee where required and

evaluate effectiveness of

trainer

Prepare record and send

copies to concerned HOD

Obtain feedback from

trainee where required and

evaluate effectiveness of

institution / trainer

Conduct On-the-Job Training

Keep Record

HOD (HRD & Trg)

sends copy to

concerned HOD and

retains one copy.

Review training requirements in

July and revise projections to

HOD (HRD & Trg), if required

End

To evaluate the effectiveness of training, three months post training,

HOD (HRD & Trg) sends format of training feedback and

evaluation to concerned HOD for his evaluation and then forward it

to COO. The concerned HOD may substantiate the grading with a

write-up in case he evaluates improvement in skill, competency and

work performance of trainee as significant.

No Yes Is marked

significant?

Trainee’s performance

will be

acknowledged


Doc No : QSP/7.2/QMC/04:F-01 Issue No. : 05


Signature



COMPETENCE RECORD

(to be updated in January)

______________ Division

S.

No.

ID

No.

Name of

Employee

Job

Specification /

Task Assigned

Required Competence Existing Competence Training

Need / Other

Action

Remarks

Qualification Experience Qualification Experience




Signature



TRAINING REQUIREMENTS

______________ Division

S.

No.

ID

No. Name Designation

Competency

Analysis &

Gap

Identification

Recommended

Competency

Based Training

Name and

Address of

Recommended

Institute /

Trainer

Choice of

Training

Dates /

Months

Remarks




Signature



TRAINING RECORD

S.

No.

ID

No. Name Designation Division

Field of

Training

Institution

from which

Trained /

Trainer

Period of

Training

with Dates

Remarks




Signature



TRAINING / SEMINAR / WORKSHOP / CONFERENCE PROPOSAL

___________ Division

1. Details of Employee :

Name and Designation -

ID No. -

2. Details of Training / Seminar / Workshop / Conference :

Programme & Venue -

Organized by -

Cost -

Date / Period -

Training / Seminar etc.

already attended during

current year -

3. Remarks of HOD

Signature

Date

4. Remarks of HOD (HRD & Trg)

Signature

Date

5. Recommendation of COO

Signature

Date

6. Approval of CMD / COO

Approved / Not Approved

Signature

Date

7. HOD (HRD & Trg)




Signature



TRAINING FEEDBACK AND EVALUATION

Particulars of Employee

Name & ID : Designation : Division :

Particulars of Training Programme

Title of Training Programme :

Dates : From ___________________ To ___________________

Training Organization :

Trainer :

Trainee’s Feedback

(Tick appropriate boxes)

Excellent

(5)

Very Good

(4)

Good

(3)

Average

(2)

Poor

(1)

Not

Applicable

Course Content

Training Material

Training Tools

Effectiveness of Trainer

Facilities Provided

Application of training received Immediate Future

Additional topics you wish to

cover in this programme

Benefits Drawn Excellent Very Good Good Average Poor Not Applicable

Signature of trainee :

Date :

Evaluation by HOD (HRD & Trg)

Maximum attainable score = 25 Score attained = ____

Minimum acceptable score = 12

Note : Trainer / his organization shall be informed by HOD (HRD & Trg), if score is less than 12.

Training Evaluation

(To be filled by HOD of Trainee after 3 months of completion of training)

Improvement in Skill,

Competency and Work

Performance*

Significant Very Good Good Average Marginal

Specify Project where knowledge gained has been applied and how effectively :

Specify whether proficiency / knowledge gained has been shared among other staff.

If so, give details :

Recommendation

Signature :

Date :

HOD (HRD & Trg)

COO

HOD (HRD & Trg)

Concerned HOD

* If marked ‘Significant’, Trainee will be acknowledged. Concerned HOD must give a write-up to substantiate his / her grading.

Rating

Parameters




Signature



DOCUMENTED INFORMATION AND THEIR CONTROL

1.0 Purpose

To lay down procedure to define controls of “Documented Information” required by

the QMS and the standard.

2.0 Scope

This procedure covers controls of all documents of internal and external origin.

3.0 Responsibility

MR shall be responsible to establish and maintain this procedure. He shall be

responsible to implement this procedure with respect to control of all documents

related to Quality Management Cell.

HODs shall be responsible to implement this procedure with respect to control of all

documents pertaining to their Division.

4.0 Procedure

4.1 Planning Risk






associated with our processes can be of different kinds, for example “Loss / damage

of Controlled Documents issued to by QMC to copyholder.” could be one of the

relevant risk to this procedure.

4.2 Documented Information

4.2.1 General

The Company’s QMS includes documented information required by the standard

and determined by ICT as necessary for effectiveness of its QMS. Documented

information can be in any format or type of medium e.g. paper, computer disc,

photograph, master sample, etc.

The documented information established is appropriate to ICT’s size, type of

activities, processes and services. All documented information that forms part of

QMS shall be controlled as per succeeding paras.




Signature



4.2.2 Its Objectives

Main objectives of the Company’s documented information are :

a) Communication of information. Documented information maintained may

include organization chart, process maps, procedures, work instructions,

specifications, production schedules, approved supplier list, test and inspection

plans, quality plans, quality manual etc.

b) Evidence of conformity e.g. provision for evidence of fitness for the purpose of

monitoring / measuring resources, evidence of the basis used for calibration of

the measuring resources, evidence of competence of persons, results of review,

records of design and development inputs and outputs, design and development

changes, results of their review etc., evidence of audit results, evidence of

results of management review, results of corrective action, etc.

c) Knowledge sharing.

d) To disseminate and preserve the experiences.

4.2.3 Documents can be of internal and external origin. Documents of internal origin are

as follows :

Documented Quality Policy and Quality Objectives

Quality Manual

Documented information required by the standard ISO 9001:2015

Other documents established to ensure effective planning, operation and

control of processes such as procedures, work instructions, process maps, flow

charts, organization chart, test and inspection plans, quality plans, approved

supplier list, etc.

Documents of external origin are as follows :

National and international codes.

Documents supplied by the Client.

Statutory and regulatory requirements etc.

4.3 Control of Documents of Internal Origin

4.3.1 Approval of Documents

All documents of universal applicability shall generally be approved for adequacy

prior to their issue by CMD / assigned authority.

System procedures / other documents prepared by respective HODs shall be

approved for adequacy by COO / concerned President.




Signature



4.3.2 Review / Update, Re-approval of Documents

As a result of internal and / or external audit or as identified by any person in the

organization, the need may arise to update the documents by requisite changes. The

request for change shall be processed in the Format QSP/7.5/QMC/05:F-01 –

“Request for Change in Documentation”. These changes shall be reviewed and re-

approved by the same authority who was responsible for initial approval of the

document.

4.3.3 Current Revision Status of Documents

Each document shall bear its Issue No. / Revision No. and Date of Issue / Revision

on each page, indicating its current issue / revision status. Change in the concept of

whole document will result in change of Issue No. whereas Revision No. of those

pages will be changed when there are minor corrections in the page(s) of a

document. However total set of established documents can also be issued afresh as a

lot, in a situation necessitating changes in documents at a large scale. e.g. change in

the standard, Re-certification of QMS etc.

For revision of formats also the above process shall be followed.

Records in general are not under revision control.

4.3.4 Master List of Documents

Master list of all documents in the QMS shall be maintained by MR which shall be

kept updated at all times identifying the current revision status.

4.3.5 Master Copy of Documents

Master copy of all documents shall be maintained by the Quality Management Cell

for preparing additional controlled copies when required.

4.3.6 Distribution of Documents

Distribution of documents established shall be decided on “Need to Know” basis.

However care shall be taken to ensure that relevant versions of applicable

documents are available at points of use. Accordingly, CMD, COO and

Management Representative will be issued a set each of total quality system

documents. The Presidents will be issued a Quality Manual, Procedure Manual

Volume-I and other applicable Procedure Manual. HOD shall be issued a Quality

Manual and Procedure Manual Volume-I and a number of part volumes, depending

on the size of the Division / Cell, of the established documents pertaining to his

Division / Cell. The copy no. of the document, the designation and location of the

copyholder shall be maintained, by the issuing authority in a list. All controlled

copies of documents shall bear a watermark of “Controlled Copy”. All copyholders

shall be issued documents through Document Issue and Withdrawal Letter and the




Signature



record maintained by MR in the Document Control Register. In case of revisions,

in addition, a record of amendment shall also be sent.

Quality Manual and all Procedure Manuals are also available for reference on the

Company’s intranet. These being controlled documents, edit, copy and print

functions have been disabled. The documents are in “read only” mode.

4.3.7 Obsolete Documents

As a result of changes in document, the obsolete copies will be withdrawn from the

controlled copyholders and destroyed after checking.

One copy (master copy) of all obsolete documents, duly stamped “OBSOLETE

COPY”, shall be retained by MR for legal and / or knowledge preservation

purposes. In case of obsolete codes, one copy shall be retained by Incharge Central

Library.

4.3.8 Identification of Documents

All Divisions / Cells have been given code as follows :

Quality Management Cell – QMC

Highway – HW

Quantity Surveying & Contracts – QS

Pavement, Material & Geo-technical – PMG

Bridge – Br

Survey & GIS – Svy

Transportation – Tptn

Metro Structures – Metro

Railways & Metro Allied Services – Rly

Urban Infrastructure – UI

Architecture – Arch

Environment & Social – E&S

Aviation – Avn

Business Development – BD

Information Technology – IT




Signature



Human Resource Development & Training – HRD & Trg

Training – Trg

Administration – Adm

Finance & Contracts – F&C

Every document generated internally shall have a unique identity to facilitate

control of such documents. For example :

Quality Manual is numbered as QM with each page of the document having

Issue No., Revision No. and Date.

Quality System Procedures shall be numbered as QSP / ISO 9001 Clause /

Division Code / Serial Number of Procedure, e.g. QSP/8.2/BD/02 –

“Preparation of Technical Proposal” relates to procedure on “Preparation of

Technical Proposal” established by Business Development Division.

Formats shall be numbered as QSP / ISO 9001 Clause / Division Code / Serial

Number of Procedure:F-01 and so on, e.g. QSP/7.5/QMC/05:F-01 – “Request

for Change in Documentation” relates to format for Request for Change in

Documentation under clause “Documented Information” maintained by

Quality Management Cell.

Work Instructions shall be numbered as WI / Division Code / Serial No. of

Procedure / Serial Number of Work Instruction and so on, e.g. WI/Svy/02/01

relates to Work Instruction No. 1 for Procedure No. 02 under Survey & GIS

Division.

System procedures have been classified into the following volumes :

- QSP/Vol-I - Contains procedures / other documents of universal

applicability.

- QSP/Vol-II - Contains procedures / other documents for effective

planning, operation and control of processes pertaining to Highway;

Quantity Surveying & Contracts; Pavement, Material & Geo-technical;

Bridge and Survey & GIS Divisions.

- QSP/Vol-III - Contains procedures / other documents for effective

planning, operation and control of processes pertaining to

Transportation; Metro Structures and Railways & Metro Allied Services

Divisions.

- QSP/Vol-IV - Contains procedures / other documents for effective

planning, operation and control of processes pertaining to

Urban Infrastructure; Environment & Social; Aviation.




Signature



- QSP/Vol-V - Contains procedures / other documents for effective

planning, operation and control of processes pertaining to Business

Development; Information Technology; Human Resource Development;

Administration; Finance & Contracts Divisions.

Each volume will bear copy number, issue number and issue date.

All the procedures / documents pertaining to a particular Division or an

independent Cell shall be numbered as QSP / Vol. No. / Name of Division or

Cell e.g. QSP/Vol-II/HW relates to total processes of Highway Division.

Drawings, project proposals, quality plans, purchase orders etc. shall be

numbered such that they are identifiable.

4.4 Control of Documents of External Origin

Documents of external origin, necessary for planning and operation of QMS shall be

identified and their distribution controlled.

4.4.1 Identification and Control of Documents

Documents of external origin relevant for our QMS have been identified at

Para 4.2.3 above.

A master list of all documents of external origin shall be maintained by Incharge

Central Library in the Format QSP/7.5/QMC/05:F-02 – “Master List of External

Documents”. The list shall be reviewed to ascertain the status of the document

every six months, in June and December. If amendments or latest version / editions

have been issued during the previous six months or earlier whenever there is a

change learnt through internet, journals, liaison with IRC, BIS etc., these shall be

ascertained and the master list updated accordingly.

The documents of external origin shall be identified by allotting and marking of

accession number as per procedure QSP/8.5.4/QMC/11 – “Functioning of Central

Library”.

4.5 Issue of Documents

The documents may be issued as reference copies by Incharge Central Library

through “Reader’s Ticket”, issued to staff. Codes / standards can be issued by

Library on permanent basis also, after approval of COO / President / HOD / HOC,

subject to their review every six months in June and December for updation if any.

Para 4.4.2 of QSP/8.5.4/QMC/11 – “Functioning of Central Library refers”.




Signature



4.6 Preservation, Storage, Protection and Retrieval

It shall be ensured that all documents are handled carefully and stored properly to

avoid any damage / deterioration. The documents shall be ensured to remain legible

and identifiable and therefore should be printed preferably.

The persons responsible for maintenance of records shall ensure :

Appropriate indexing and filing of records and their storage in chronological

order of their dates for easy retrieval.

Safe custody of records with access on “Need to Know” basis.

Records retained in folders and almirahs and the like with appropriate

identification during their retention so that they can be easily accessed and

retrieved.

Maintenance of details of soft copies and backup in the computer as per

Format QSP/8.5.1/QMC/10:F-01 – “Disk Backup Database”.

Storage of the soft copy and the backup to be in a suitable media.

Appropriate storage environment to avoid deterioration, damage, alteration,

loss or unauthorized access.

Both the hard and soft copies shall be inspected once every 3 months by

copyholders to detect deterioration in storage, if any and record of inspection

maintained as per Format QSP/7.5/QMC/05:F-03 – “Inspection of Documents”.

4.7 Retention and Disposition of Records

4.7.1 General

The retention period for every record shall be determined by the person responsible

for preparing the procedure / process, keeping in mind the statutory and regulatory

requirements and to protect the Company against any litigations.

At the end of specified retention period, records shall be reviewed for their utility

and retention aspect of the whole or part of records and second, for the format and

period of retention. Based on the decision taken in the review, whole or part of

documents shall be destroyed and record to that effect kept. As regards the second

aspect, in case a change is proposed, action shall be taken as per Para 4.3.2 above.

All records with retention period as ‘permanent’ shall be reviewed after 5 years.




Signature



4.7.2 Retention of EOIs / Proposals / Reports etc. prepared for Client

4.7.2.1 Agencies responsible for Retention

Document

Type of Document

Master Copy Hard Copy Soft Copy

EOI - BD Division BD Division

Technical Proposal - BD Division BD Division

Financial Proposal - Reprography Cell Not to be retained

Contract - Original signed copy with

Reprography Cell* Not Applicable

MOU / Agreement - Original signed copy with

Reprography Cell -

Final copies of

DPR and all other

Reports less

Drawings

Reprography

Cell

Incharge Central

Library – 1 for

reference in Library

TL – 1 till completion

of project, then handed

over to Central Library

for reference issue

Incharge Central Library

Design Calculations

and Drawings

Concerned

Division Concerned Division Concerned Division

*Note : On receipt of the original copy of the Contract Document, the HOC (Contracts)

shall :

- Prepare requisite number of copies, retain one copy and issue a copy each to Project

Coordinator, HOD (F&C) and TL or any other person nominated by CMD.

- Retain the original copy in the fireproof safe of Reprography Cell.

- Control the distribution and maintain record of issue of original copy as well as

photocopies.

- Ensure that amendments, if any, received from Client, are made available to all the

copyholders of the document and records maintained.




Signature



4.7.2.2 Retention Period

Document

Retention in Years

Hard Copy

(including Master Copy) Soft Copy

EOI 1 year 2 years

Technical Proposal 3 years 3 years

Financial Proposal Permanent* Not to be retained

Contract / MOU / Agreement Permanent* Not Applicable

Inception Report 2 years 2 years

All other Reports (including

design calculations and drawings) Permanent* Permanent*

5.0 References

ISO 9001:2015 Clause 7.5

6.0 Records

Format / Record Retention

By Period

Document Issue and Withdrawal

Acknowledgements MR

(a) For Main Documents (a) Permanent *

(b) For Revisions / Amendments (b) 3 years

Document Control Register MR Permanent *

Record of Amendments MR 3 years

Master List of Documents MR Permanent *

QSP/7.5/QMC/05:F-01

Request for Change in Documentation MR 3 years

QSP/7.5/QMC/05:F-02

Master List of External Documents

Incharge Central

Library Permanent *

QSP/7.5/QMC/05:F-03

Inspection of Documents HOD / Incharge Cell 1 year

QSP/8.5.1/QMC/10:F-01

Disk Backup Database HOD / Incharge Cell Permanent *





Signature



REQUEST FOR CHANGE IN DOCUMENTATION

Doc. No. :

Doc. Title :

Proposed Change :

Requested by : Date :

Designation : Division :

Recommendation of HOD / President / COO

Signature :

Date :

Approval of CMD / COO / President

Signature :

Date :




Signature



MASTER LIST OF EXTERNAL DOCUMENTS

S.

No. Doc. No. Doc. Title

Publishing Agency

with Address

Issue/Rev./

Edition

No.

Date of

Issue/Rev./

Edition

Remarks




Signature



INSPECTION OF DOCUMENTS

1. We have checked all the documents (hard / soft copies) as given below / as per list

attached and certify that these are correct in quantity and quality.

2. We have following observations to make:

Signature :

Name :

Designation :

Date :




Signature



PLANNING OF PRODUCT REALISATION

1.0 Purpose

To lay down procedure for planning of product realisation.

2.0 Scope

It shall cover guidelines for preparation, review, approval and revision of plans for

any project awarded to the Company, which is being planned and executed from the

Corporate Office.

3.0 Responsibility

MR shall be responsible to establish and maintain this procedure.

Concerned HOD / TL / PC shall be responsible to implement this procedure.

4.0 Procedure

4.1 Planning

While planning product realisation, relevant to a particular project, following shall

be determined and defined in Quality Plan, wherever applicable :

Quality objectives to be attained e.g. specifications, effectiveness, cycle time,

cost etc.

Requirements of the client including statutory and regulatory requirements

Resources required

Specific documented procedures to be applied

Suitable review, verification, validation, inspection, monitoring, measurement

and test activities

Criteria for product acceptance

Method and responsibility for measurement of the quality objectives or other

actions necessary to meet the objectives.

May also apply the requirements given in Clause 8.3 to the development of

product realization processes.




Signature



4.2 Quality Plan

4.2.1 Quality Plan is a document setting out the specific quality practices, resources and

sequence of activities relevant to a particular project. Before any project is taken up,

the concerned HOD / TL / PC shall prepare and issue the quality plan.

4.2.2 Quality plan is a supplemental document linking specific requirements of the project

with the existing quality system procedures. Most of the details required for

preparation of quality plan generally exist as part of the quality system

documentation. The quality plan need only refer to these and show how it is to be

applied to the specific situation in question. In case documentation does not exist

for any of the activities of the project, the quality plan should identify those

activities and also identify when, how and by whom the documents will be prepared

and approved. The format and level of details in the quality plan should be

consistent with the agreed client requirement.

4.2.3 To provide a clear idea of the activities involved, the quality plan could include a

flow chart showing the sequence of major activities and reviews.

4.2.4 The quality plan shall be prepared in the Format QSP/8.1/QMC/06:F-01 – Quality

Plan incorporating all the details given at paragraph 4.1 above. It shall be ensured

that all the activities of the project are linked to the quality system procedures

applicable to them and the personnel responsible for performance of the activities

identified and mentioned in the plan. The plan should also include characteristics or

parameters to be checked and the acceptance criteria.

4.3 Review and Approval

The quality plan should be reviewed for adequacy and formally approved by an

authorized group that includes representatives from all affected functions.

When a contract demands a quality plan, it may be submitted in the stipulated

format or the format specified by the client, consistent with his requirements.

Where the contract is conducted in stages, the quality plan should be prepared for

each stage, prior to the start of that stage. Procedures referenced in the plan should

be made available to the client, where agreed in the contract.

In contractual situations, a quality plan may be submitted to the client for review

and approval, either as part of the pre-contract award-bidding process or after the

contract has been awarded. If the plan is submitted as part of the bidding process

and a contract is subsequently awarded, the plan should be reviewed and where

appropriate, revised to reflect any changes in requirements that may have occurred

as a result of pre-contract negotiations.

The quality plan shall be controlled by allotting it a Quality Plan No., Copy No.,

Issue No. and Date and accounted for by the concerned HOD / TL / PC.




Signature



4.4 Revision

The quality plan shall be revised to reflect changes that have been made to the

project. During the course of project preparation, delays could occur due to any or

all of the following reasons:

(a) non-receipt of approval of any dependent activity/report from the Client;

(b) hindrance in survey and investigations due to adverse weather conditions or

other physical reasons;

(c) clearances not available from various authorities;

(d) delays in approvals solicited from Ministry of Railways and Ministry of

Environment etc.

As soon as any hindrance in achieving date(s) of submission of outputs as

mentioned in quality plan comes to notice, quality plan shall be revised by

HOD / TL / PC.

Changes should be reviewed for adequacy by same authorized group which

conducted the review of the original quality plan.

Subject to the specific requirement of a contract, proposed changes to the plan may

be submitted to client for review and acceptance before they are implemented.

5.0 References

ISO 9001:2015 Clause 8.1

ISO 10005:2005 – Guidelines for Quality Plans

Quality Manual Clause 8.1

6.0 Records

Format Retention

By Period

QSP/8.1/QMC/06:F-01

Quality Plan HOD / TL / PC Part of Project File




Signature



Quality Plan No. : QP/___/___/___ Copy No. : _____ Issue No. : _____

Intercontinental Consultants and Technocrats Pvt. Ltd.

New Delhi

QUALITY PLAN

FOR

__________________________________

© No part of this document shall be copied or disclosed without the authorization of

the Chairman-cum-Managing Director Intercontinental Consultants and Technocrats

Pvt. Ltd.

Signatures of Authorized Group

Signature :

Name :

Designation :

Date :




Signature



BRIEF DETAILS OF PROJECT

1. Quality Objectives :

2. Location :

3. Scope of the Work :

4. Funding Agency and its Address & Tele. No. :

5. Loan No. :

6. Project Cost :

7. Date of Commencement :

8. Expected Date of Completion :

9. Name & Address including Telephone No. / Fax / e-mail of the Client :

10. Name & Address including Telephone No. / Fax / e-mail of the Consultant(s) :

11. Name & Address including Telephone No. / Fax / e-mail of the Contractor(s) :

12. Composition of ICT Team :

13. Important Milestones :

14. Client Requirements including Statutory and Regulatory Requirements :

15. Any other Important Conditions :




Signature



PRODUCT REALISATION PLAN

S. No. Activities Document Reference Resources

required Responsibility Remarks




Signature



REVIEW AND APPROVAL PLAN

S.

No. Activity

Document

Reference

Method of Assessment

e.g. Review, Verification,

Monitoring, Measuring

and Test Activities

Acceptance

Criteria

Reviewed

by

Approved

by Remarks




Signature



CLIENT REQUIREMENTS AND THEIR REVIEW

1.0 Purpose

To determine requirements related to the product, undertake its review and establish

communication with the client.

2.0 Scope

This covers requirements, either specified by the client or considered necessary

including statutory and regulatory requirements applicable to the product.

3.0 Responsibility


HOD (BD) and HOC (Contracts) shall be responsible to implement the procedure.

4.0 Procedure

4.1 Determination of Client’s Requirements

TOR shall be examined for preparation of EOI, technical and financial proposal to

check whether client requirements including statutory and regulatory are adequately

defined.

In the absence of TOR, client’s needs and expectations will be identified and

translated into requirements. While determining the requirements, applicable

statutory and regulatory requirements shall also be included. A suitable PC shall be

nominated for preparing technical proposal. If required, he may obtain inputs from

other divisions.

4.2 Review of Requirements

EOI, Technical and Financial Proposal

At the time of submission of EOI or technical and financial proposal, a review

as per Format QSP/8.2/QMC/07:F-01 – “Review of Client’s Requirements”

shall be carried out to ensure that :

- The requirements of client are adequately defined and understood.

- Differing requirements, if any, have been resolved.

- Adequate resources are available to meet the tasks assigned.




Signature



Review records shall be maintained.

The responsibilities for carrying out the review are as follows:

- Submission of EOI – Head of EOI Cell

- Submission of technical proposal – HOD (BD) / COO

- Submission of financial proposal – HOD (BD) / COO

Contract / Agreement

Before a contract / agreement is signed it shall be reviewed by

HOC (Contracts) in the Format QSP/8.2/QMC/07:F-01 – “Review of Client’s

Requirements”. The observations of HOC (Contracts) will be put up to CMD /

COO / assigned authority. The review shall be carried out to ensure that :

- The terms and conditions given in contract / agreement tally with those

given in technical and financial proposal.

- In case of discrepancy, these are resolved and record kept as evidence if

feasible.

- Adequate resources have been catered to meet the contractual

requirements.

4.3 Amendments to Contract / Agreement

Any amendment after the contract / agreement has been signed, shall be reviewed in

the same manner as in the case of original contract / agreement and the concerned

personnel made aware of the changed requirements.

4.4 Communication with Client

An effective arrangement for communicating with the client shall be made for

obtaining clarifications, resolving the differing requirements, amendments to

contracts and obtaining feedback in addition to exchange of normal correspondence.

A flowchart depicting communication aspects and communication channels is given

at Appendix ‘A’.

5.0 References

ISO 9001:2015 Clause 8.2

Quality Manual Para 8.2




Signature



6.0 Records

Format Retention

By Period

QSP/8.2/QMC/07:F-01

Review of Client’s Requirements

HOD (BD) /

HOC (Contracts)

As per retention period

of EOI, Technical

Proposal, Financial

Proposal and Contracts.




Signature



Appendix ‘A’

CLIENT COMMUNICATION PROCESS

Communication Channels

Meeting

Telephone, Fax, e-mail, Postal /

Courier

Performance Certificate

Contact Persons

Visits

Press Releases

Newsletter

TOR

Monitoring Register

No.

1

2

3

4

5

6

7

8

9

Items for Communications

Product Information

Enquiries pertaining to Product

Amendments to Requirements

Amendments to Contracts /

Agreements

Client Feedback

Client Comments

Client Complaints

Control of Client Property

Company Activities

1, 2 & 8

1, 2, 4, 5 & 8

1, 2 & 4

2 & 4

1, 2 & 3

1, 2 & 9

1, 2 & 9

1, 2 & 9

6 & 7




Signature



REVIEW OF CLIENT’S REQUIREMENTS

1. Submission of EOI / Proposals / Acceptance of Contracts / Acceptance of Changes

to Contracts

[Tick () whichever is applicable]

2. Project Title :

3. Review :

Yes No NA

Are product requirements adequately

defined and documented?

Have requirements been confirmed in

case no documented requirement has

been received? Give details in Para 5

below.

Have changes to the requirements been

communicated? Give details in Para 5

below?

Have statutory and regulatory

requirements applicable to the product

been determined?

Have differing requirements been

resolved through pre-bid meeting or

otherwise? Give details in Para 5

below.

Does document under review conform

to the above requirements?




Signature



Yes No

Has the organization the ability to meet

all defined requirements?

Has communication with client been

established? Give details.

(a) Contact person of client :

(b) Contact person of organization :

(c) Any other details :

4. Actions arising from Review :

5. Other Comments if any :

Reviewed by

Signature :

Name :

Designation :

Date :




Signature



EXTERNALLY PROVIDED PROCESSES & PRODUCTS

1.0 Purpose

To lay down procedure for control of externally provided processes and products.

2.0 Scope

It provides guidance to define type and extent of controls to be applied to externally

provided processes and products.

3.0 Responsibility


Respective HOD shall be responsible to implement the procedure.

4.0 Procedure

4.1 General

The main aim of the requirement of controls to be applied to the outsourced

processes and products is to ensure that purchased processes and products required

(e.g. components for the final product) shall meet client requirement. To enable this,

criteria for selection, evaluation and re-evaluation of suppliers are required to be

determined and applied.

In our case, purchasing of product is basically resorted to for procuring resources

required to support various processes of the QMS. A Procedure covering supplier

control, purchasing and verification of purchased products conforming to the

requirements and control stipulated vide Clause 8.4 has been established and

documented vide QSP/8.4/QMC/09 - “Purchasing”.

An “externally provided / outsourced process” is a process that the organization

needs for its quality management system and which the organization chooses to

have performed by an external party.

4.2 Control of Outsourced Processes

4.2.1 The type and extent of controls to be applied to the outsourced process shall be

based on the need for product conformity to requirements and ability of external

provider to meet the requirement. These can however be influenced by factors such

as :

the potential impact of the outsourced process on the organization’s capability

to provide product that conforms to requirements,




Signature



effectiveness of controls applied by external provider,

the capability of achieving the necessary control through the application of

Clause 8.4 of ISO 9001:2015.

4.2.2 The needful information on requirements related to outsourced process e.g.

competency of personnel involved, interaction stages, control / monitoring of

performance, verification, approval of methods, equipment, release of product etc.

shall be clearly communicated prior to award of process.

4.2.3 Ensuring controls over outsourced processes does not absolve the organization of

the responsibility of conformity to all customers, statutory and regulatory

requirements.

4.2.4 The processes of Subsoil and Geo-technical Investigation, Environmental

Monitoring, Topographical Survey and Traffic Survey are being / likely to be

outsourced. The concerned Divisions have defined the controls to monitor the above

processes. These outsourced processes shall conform to the requirements and be

subjected to the controls established in the Procedure QSP/8.4/QMC/09 -

“Purchasing”.

Following activities shall be performed by the assigned HOD as laid down in

the above Procedure :

Preparation of Approved Suppliers List – Para 4.2.2

Monitoring of suppliers – Para 4.2.3

Preparation of Purchase Order / Work Order – Para 4.4

Verification of the activities by the HOD / his representative shall be done based on

technical instructions issued on the subject from time to time. The identified

controls shall be defined in the Purchase Order or as a contract agreement between

the organization and the external provider.

4.2.5 The above shall be taken as guidelines to identify and define the controls for other

process / processes chosen by the company to be outsourced, if any.

5.0 References

ISO 9001:2015 Clause 8.4.

QSP/8.4/QMC/09 – Purchasing.




Signature



6.0 Records

Record Retention

By Period

Details of Approved External

Provider / Supplier HOD 3 years

External Provider / Supplier

Monitoring HOD 3 years

Purchase Order / Work Order HOD 2 years




Signature



PURCHASING

1.0 Purpose

To lay down the procedure for purchasing resources required to support various

processes of the QMS.

2.0 Scope

This procedure covers supplier control process, purchasing, verification and issue

of purchased products within the Company. It does not cover Purchase Orders /

Work Orders costing less than 15,000/-.

3.0 Responsibility

HOD (Adm) shall be responsible to establish and maintain this procedure.

Procurement Officer shall be responsible to implement this procedure.

HODs shall be responsible for indenting and accounting of stores pertaining to

their Divisions.

4.0 Procedure

4.1 Planning Risk

Determination of risks and opportunities, meeting the requirements of Clause 6.1

of the Std ISO 9001:2015 has been done and record maintained in “Risk Register”

as per defined format. ‘Risk Levels’ and ‘Risk Controls’, pertinent inputs for

addressal of the identified risk, have been determined with the help of “Risk

Matrix” as per defined format. Both formats are given Appendix ‘H’ of Quality

Manual. The risks associated with our processes can be of different kinds, for

example “Requisition does not come through proper channel.” could be one of the

relevant risk to this procedure.

4.2 Supplier Control Process

4.2.1 Identification of Suppliers

Suppliers shall be identified based on their earlier interaction with the ICT, and

information available in the yellow pages, internet and newspapers etc.

4.2.2 Enlistment, Evaluation and Re-evaluation of Suppliers

Suppliers will be enlisted as per the following procedure :

Appropriate suppliers will be identified as per Para 4.2.1 above.




Signature



They will be evaluated and short-listed based on the following criteria :

- Relevant experience

- Record of past supplies to the ICT

- Capacity to supply to the ICT

- Competitive rates

- Delivery period

- Quality system, if any

- Any other attribute.

The short listed suppliers will be included in the Approved Suppliers List

after taking approval of the COO / CMD.

The list of approved suppliers shall be maintained by the Procurement Officer in a

register and the details recorded as per Format QSP/8.4/QMC/09:F-01 – “Details of

Approved Supplier”. The register shall be maintained as per following guidelines :

The list of approved suppliers, product wise, to be maintained in the

beginning of the register.

The details of all suppliers as per the format given above.

The Approved Supplier List will be reviewed by Procurement Officer, based on

criteria given above once a year during December and put up to COO / CMD for

approval. Once approved the list shall be in place with effect from January every

year.

Where need is felt to enhance the competition, Procurement Officer may, at any

time during the year, add new vendor based on the given criteria, with due approval

of COO / CMD and update the approved suppliers list accordingly.

4.2.3 Monitoring of Suppliers

Performance of suppliers in the approved suppliers list will be monitored and

reviewed by Procurement Officer on the basis of quality, delivery schedule,

response to the orders placed, complaints (if any), price compared to prevailing

market rate and handling of disputes (if any). Records will be maintained for each

supplier in the Format QSP/8.4/QMC/09:F-02 – “Supplier Monitoring”.

The suppliers will be rated for each order based on the above mentioned

parameters and a system of rating evolved as follows :

Rating ‘A’ to indicate good

Rating ‘B’ to indicate satisfactory

Rating ‘C’ to indicate unsatisfactory




Signature



Supplier monitoring shall be conducted as under :

Parameters Criteria Rating Remarks

Quality Supply conforms to

specifications

A

Item is rejected once and fresh

supply made within agreed

time period

B

Item rejected twice C

Delivery Items delivered within

schedule

A

Needs extension of time and

makes the delivery within

agreed schedule

B

Does not supply items within

agreed time schedule

C

Response Requests / complaints are

attended within the agreed

time period

A The column to be

filled when and

if a request / complaint

is made, otherwise

NA to be filled in

pencil

Needs reminder(s) to attend

the complaints / requests

B

Needs more than three

reminders

C

Price With reference to comparative

statement

Not applicable in case

of proprietary items

Lowest bidder (L1) A

Second lowest (L2) B

Neither L1 nor L2 C

Handling of

Disputes

Dispute sorted out within one

month

A The column to be

filled when and if

dispute arises.

Otherwise NA to be

filled in pencil.

Dispute sorted out after one

month but before three months

B

Dispute not sorted out even

after three months

C




Signature



The performance of a supplier is deemed to be unsatisfactory if :

Either of the parameters ‘Quality’ and ‘Delivery’ is rated ‘C’

Or

Any two of the remaining parameters are rated ‘C’ at a time.

COO shall take decision with regard to either deleting such a supplier from the

Approved Supplier List or issuing a warning to him to improve.

4.3 Classification of Items

The Items to be procured will be divided into the following categories :

Equipment and machinery to include computer hardware and software,

printers, UPS, photocopiers, binding machines, fax machines, laminating

machines, ACs, generators, survey equipment, highway design equipment,

soil testing equipment, vehicles, etc.

Stationery and computer consumables.

4.4 Purchase Order / Work Order

The purchase of all items will be carried out through a Purchase Order / Work

Order as per Format QSP/8.4/QMC/09:F-03 – “Purchase Order / Work Order”. All

Purchase Order / Work Orders shall be reviewed by the COO / CMD to ensure

adequacy of specified purchase requirements and the same will be recorded on the

office copy of the Purchase Order / Work Order. Three copies of the Purchase

Order / Work Order will be made. Distribution of these shall be as follows :

(a) One copy to the supplier

(b) One copy to the HOD (F&C)

(c) One office copy

In case of small emergent requirements, order can be placed over telephone, to be

followed by a formal Purchase Order / Work Order issued thereafter. Details shall

however be recorded on file and ex-post-facto sanction taken from the COO.




Signature



4.5 Purchasing and Verification of Product

4.5.1 General

Procurement Officer shall obtain quotations from the suppliers mentioned in the

Approved Supplier List and prepare a comparative statement. In case of purchase

for project offices where centralized purchase is not feasible due to logistics

reasons, Procurement officer may process quotes obtained from local vendors.

Purchasing will be done from the supplier who has quoted the least rate. In case a

quotation other than the lowest is accepted, justification for the same shall be

recorded on file. An exception to the above rule can be made in case of proprietary

items or for specific cases where COO / CMD has waived the requirement of

quotations.

A representative of HOD (IT), nominated by the HOD (IT), shall assist the

Procurement Officer for procurement of all items pertaining to IT.

Approval of order upto Rs. 30,000 can be taken from HOD / Dy. HOD (Adm) and

beyond upto Rs. 2.00 lakh from the President nominated by the Management /

COO / CMD. For order more than Rs. 2.00 lakh and upto 5.00 lakh shall be

approved by COO / CMD. Order exceeding Rs. 5.00 lakh shall be approved by

CMD only.

4.5.2 Purchasing – Equipment, Machinery and Computer Hardware / Software

HODs requiring any particular / high tech / high cost equipment, machinery and

computer hardware / software may identify suppliers, obtain tentative cost and take

provisional approval of COO / CMD for making such a purchase. Upon approval

they shall send a requisition to the Procurement Officer who shall take further

necessary actions as laid down in para 4.5.1 above.

For IT hardware and software the demand will be processed through HOD (IT)

who shall vet the requirement, take provisional approval of COO / CMD and

forward the consolidated requirement to the Procurement Officer.

The Procurement Officer shall compile details and put up the same to obtain formal

approval for purchase from COO / CMD. Once approval is accorded, the

Procurement Officer shall prepare Purchase Order / Work Order, get it reviewed

from COO / CMD and then place the necessary Purchase Order / Work Order on

selected supplier as per format QSP/8.4/QMC/09:F-03 – “Purchase Order / Work

Order”.




Signature



The stores when received shall be verified by the Procurement Officer along with a

representative of the consignee / IT representative against its bill / challan. Those

found non-conforming to specified requirements will be endorsed on the bill /

challan and returned to the supplier. On acceptance, while the equipment /

machinery will be taken on charge in the centralized inventory maintained in the

computer by Procurement Officer, Computer hardware / software shall be taken on

charge in Computer Inventory Control (CIC) system by the IT Division. Thereafter

the stores will be handed over to the representative of the indentor Division, on the

invoice. The Division receiving the store shall also take the store on its ledger

charge.

4.5.3 Purchasing – Stationery and Computer Consumables

HODs will nominate a representative from their respective Divisions / Cell to work

out the requirement of stationery and computer consumables on a fortnightly basis.

The consolidated list of items, duly approved by the HOD, will be submitted to the

Reprography Cell fifteen days prior to the actual requirement. In normal course, the

Divisions shall submit their requirement on the first and third Monday of each

month to the Reprography Cell which shall consolidate the total requirement of the

Corporate Office and put up the same to the Procurement Officer.

The Procurement Officer will get the approval of the COO through HOD /

Dy. HOD (Adm). Upon approval, the Procurement Officer will place the necessary

Purchase Order / Work Order on the supplier as per Format QSP/8.4/QMC/09:F-03

– “Purchase Order / Work Order”.

Stores when received will be verified against the bill / challan by the Procurement

Officer and representative of the IT Division (in case of IT related items). Non-

conforming items if any, shall be indicated on the bill / challan and returned to the

supplier.

The stationery and computer consumable items will be handed over to the

Reprography Cell for taking on ledger charge and issue to the Divisions / Cells, as

per their demand. The items shall be handed over to the representative duly

authorized by the HOD in writing. No issue will be made directly to any individual

by Reprography Cell.

Forecast of items of stationery and computer consumables for the ensuing fortnight

will be submitted by the representative of the Divisions / Cells at the time of

collection of the items for the current fortnight.




Signature



4.5.4 Verification of Purchased Product

In case it is desired to perform verification of products at the supplier’s premises,

the intended method of verification arrangements and method of acceptance of the

product, shall be indicated in the Purchase Order / Work Order.

4.5.5 Payment of Bills

The supplier shall submit the bill to Procurement Officer who will ensure that the

item(s) on the bill is taken on charge by the Division concerned. The Procurement

Officer will then endorse the bill for payment and forward the same to HOD (F&C)

for release of payment. Procurement Officer will forward the copy of fixed asset

invoice to insurance cell for necessary insurance.

5.0 References

ISO 9001:2015 Clause 8.4 – Control of externally provided processes,

products and services

QSP/8.4/QMC/08 – Externally Provided Processes & Products

6.0 Records

The following records will be maintained :


By Period

QSP/8.4/QMC/09:F-01

Details of Approved Supplier Procurement Officer 3 years

QSP/8.4/QMC /09:F-02

Supplier Monitoring Procurement Officer 3 years

QSP/8.4/QMC/09:F-03

Purchase Order / Work Order Procurement Officer 2 years

Computerized Inventory / Stock

Register for :

(a) Consumables Reprography Cell and

concerned HOD

(a) 2 years

(b) Fixed Assets Procurement Officer

and concerned HOD

(b) Permanent*

* To be reviewed after 5 years




Signature



DETAILS OF APPROVED SUPPLIER

Name of Company :

Criteria for Selection :

Address :

Contact Person :

Telephone No. :

Fax :

E-mail ID :

Any other attributes :

Signature :

Name :

Designation : Procurement Officer

Date :




Signature



SUPPLIER MONITORING

S.

No.

Supplier’s

Name

Item /

Challan /

Bill No.

Date /

Month

Rating

Remarks Signature Quality Delivery Response Price

Handling of

Disputes




Signature



INTERCONTINENTAL CONSULTANTS AND TECHNOCRATS PVT. LTD.

PURCHASE ORDER / WORK ORDER

To Order No. :

Date :

Your Quotation / Proforma Invoice / Ref. No. :

Date :

Dear Sir,

With reference to your Quotation dated ______________ / Negotiation on --- /

subsequent telephonic discussions held with you on ______________; we are pleased to

place the following order subject to the terms and conditions agreed by you.

Bill is to be submitted alongwith receipted Challan copy, if any.

S.

No.

Item

Code

Item Description Unit Quantity Rate (Rs.) Amount

(Rs.)

Delivery Instruction : Material Value (Total) :

Less – Discount

Delivery Address : Sub Total

Taxes as applicable

Freight & Insurance

Other Charges

Grand Total :

Warranty : Amount in words :

Payment Terms Consignee’s Address For Intercontinental Consultants

and Technocrats Pvt. Ltd.,

( )

Procurement Officer

Innovative, Creative & Technologically Sustainable Infrastructure Solutions

CIN : U74899DL1987PTC026913

Corporate Office : Telephone : Fax : Email : Website : A-8, Green Park, +91-11-40863000 +91-11-26855252 [email protected] http://www.ictonline.com New Delhi-110 016, INDIA




Signature

Designation HOD (Information Technology) CMD / Assigned Authority Management Representative


DOCUMENT PRODUCTION

1.0 Purpose

To lay down procedure for document production.

2.0 Scope

The procedure covers production of documents during the pre-award of work and

post-award of work stages respectively.

3.0 Responsibility

HOD (IT) shall be responsible to establish and maintain this procedure.

HODs are responsible to implement this procedure.

4.0 Procedure

Documents during the pre-award of work include EOI, technical and financial

proposal whereas those during post-award of work include reports such as

inception, techno-economic feasibility studies, preliminary and detailed

engineering reports, progress reports, completion report and so on.

Documents shall generally be produced in-house within the Divisions itself for

which appropriate hardware and software as well as professional staff has

been provided.

In case of a specialized requirement relating to graphics, drafting, layout or

colour schemes, etc., not available within the Division, assistance shall be

taken from IT Division.

The draft document when ready shall be subjected to initial proof reading and

corrections made. Wherever feasible online editing should be resorted to.

The final document shall be approved by the concerned authority for its

content, correctness of formulae and algorithms, layout, colour schemes, font

etc. so that the document is technically sound and presentable. In order to

maintain consistency, it shall be ensured that while meeting the Client’s

requirements, the document also conforms to standard formats as described in

respective procedures. The presentation of the document shall be in

consonance with the image of our Company.




Signature



The final document shall be sent to Reprography Cell for producing required

number of copies and binding. Cover pages, graphics and colour printouts

shall be produced in required numbers in original and handed over to

Reprography Cell.

Softcopy of all documents, less financial proposals, produced shall be properly

backed up by concerned Division / Cell in CD / DVD ROMs. The backup sets

shall be properly prepared by arranging the files in folders and sub-folders,

chapter-wise, part-wise, section-wise, revision no. wise as the case be. An

index file with cross-reference (and / or hyperlinks) to file names and folders

and paths may be included. Wherever necessary a Readme first text file should

be created which can give additional information like revision history,

software versions used and instructions for assembling the documents for

reprint etc. The record of backup sets shall be maintained as a database

in the computer with the mandatory fields mentioned as per Format

QSP/8.5.1/QMC/10:F-01 – “Disk Backup Database”. Additional fields can be

added if required.

5.0 References

Guidelines and Circulars issued by the HOD (IT) / Advisor / President.

Software Manuals, Reference Guides.

6.0 Records


By Period

QSP/8.5.1/QMC/10:F-01

Disk Backup Database HODs Permanent*

* To be reviewed after 5 years




Signature



DISK BACKUP DATABASE

Document Number

Last Disk No.

Sector / Division Identifier Type

Project Name

Client

Month Year

First Copy Media Second Copy

CD / DVD No. CD / DVD No.

CD / DVD




Signature



FUNCTIONING OF CENTRAL LIBRARY

1.0 Purpose

To lay down procedure for functioning of Central Library.

2.0 Scope

It covers all the activities related to procurement, storage, issue and return of various

internal documents like project reports, proposals, etc.; external documents like IS

codes, IRC publications, American standards, other foreign standards etc. and also

books and CDs.

3.0 Responsibility

HOD (Adm) shall be responsible to establish and maintain this procedure.

Incharge Central Library under HOD (Adm) shall be responsible to implement this

procedure.

4.0 Procedure

4.1 Planning Risk






associated with our processes can be of different kinds, for example “damage of

document at the place of storage.” could be one of the relevant risk to this

procedure.

4.2 A state-of-the-art software has been installed in the Library for its holistic

management. All functions of the Library viz. accession, issue and return of

publications / reports have been automated. It will be possible to view the list of

books, publications and reports available in the Library on the Intranet of the

Company.

4.3 Handling, Storage and Preservation

4.3.1 All the documents received in library will bear an accession number stamp and be

recorded both in Accession Register and Computer.




Signature



4.3.2 One each of hard and soft copy of final reports of domestic / international projects

shall be taken on charge by Incharge Central Library, on receipt from TL / HOD /

Reprography Cell. The Incharge Central Library shall compile a list during

1st week of every month, of all reports received in the preceding month and circulate

it to concerned HODs / Reprography Cell, Dispatch Section and Contract Cell for

information and further action wherever called for.

4.3.3 A master list of all documents of external origin determined by the organisation to

be necessary for planning and operation of QMS shall be maintained in Format

QSP/7.5/QMC/05:F-02 – “Master List of External Documents”. The list shall be

reviewed to ascertain status of the document every 6 months in June / December or

earlier whenever there is a change learnt through internet, journals, liaison with

IRC, BIS etc. In case of a latest edition or amendment if any, these shall be

ascertained and master list updated accordingly. Para 4.4 of QSP/7.5/QMC/05 –

“Documented Information and Their Control” is relevant.

4.3.4 The documents shall be classified in accordance with Dewey Decimal Classification

and kept in steel rack / almirah accordingly.

4.3.5 All the documents shall be handled carefully and stored in almirahs / racks properly

to avoid any damage / deterioration while handling and during storage. The

documents shall be inspected once every three months to detect any deterioration.

Record of the inspection shall be maintained in Format QSP/7.5/QMC/05:F-03 –

“Inspection of Documents”. As regards project reports, Incharge Central Library

will record the description of reports as per Format QSP/8.5.4/QMC/11:F-01 – “List

of Project Reports” as a softcopy.

In case of obsolete codes, one copy shall be retained by Incharge Central Library.

Para 4.3.7 of QSP/7.5/QMC/05 refers.

4.4 Issue and Return

4.4.1 Access to Central Library shall be restricted on need basis. Issue of documents /

books shall be made through “Reader’s Ticket”, issued to staff.

4.4.2 Two “Reader’s Tickets” shall be issued to each staff. One document / book can be

issued for a maximum period of 7 days against one Ticket. The same can be got re-

issued if required. Additional publications can be issued to an individual if so

approved by HOC / HOD / President / COO. Codes / standards can however, be

issued on permanent basis after approval of HOC / HOD / President / COO subject

to their renewal in June and December for updation if any, in accordance with Para

4.5 of QSP/7.5/QMC/05 – “Documented Information and Their Control”.

4.4.3 In case, the document / book is not returned by the stipulated date, the Incharge

Central Library will personally approach the borrower and ensure that it is returned.




Signature



4.4.4 In case, the document / book is not returned even after action as given above the

Incharge Central Library will bring it to the notice of concerned HOD.

4.4.5 After receiving from the borrower, the document / book will be kept at its specified

location in the steel racks.

4.5 Additional Requirement

Requirement of an additional document or book in the library can be projected, duly

recommended by the respective HOD, to the Incharge Central Library. The demand

after scrutiny by HOD (Adm) shall be processed further for procurement only after

sanction by COO / CMD.

4.6 Library Update

Incharge Central Library shall bring out a bi-monthly library update document and

upload it on intranet for information of staff. This document will contain the list of

important articles published in various magazines / journals, books, codes etc.

procured and various technical reports received by the Library during the previous

two months.

5.0 References

ISO 9001:2015 Clause 7.5

QSP/7.5/QMC/05 – Documented Information and Their Control

6.0 Records

Format

Retention

By Period

QSP/8.5.4/QMC/11:F-01

List of Project Reports

(Softcopy)

Incharge Central

Library Permanent*

QSP/7.5/QMC/05:F-02

Master List of External Documents

Incharge Central

Library Permanent*

QSP/7.5/QMC/05:F-03

Inspection of Documents

Incharge Central

Library 1 year





Signature



LIST OF PROJECT REPORTS

S.

No.

Accession

No.

Nomenclature of

Reports

Year of

Initiation

Stored in

Almirah / Rack

No.

Report

No. Remarks




Signature



CONTROL OF NON-CONFORMING OUTPUTS

1.0 Purpose

To lay down procedure for identification and control of non-conforming output

(project report) to prevent its unintended use or delivery.

2.0 Scope

It shall cover those project reports which have been approved and submitted to

client and then found not in accordance with client requirement.

3.0 Responsibility


HODs / TL / PC shall be responsible to implement the procedure.

4.0 Procedure

4.1 Identification

Major activity of our organisation being design and development, our system

procedures based on Clause 8.3 provide ample opportunities for detecting and

correcting non-conformities during design reviews and verification at different

stages of the process. As such a non-conforming project report is generally not

allowed to be generated. However incidence of non-conformance to specified client

requirements, if ever occurs, after the report has been approved and submitted to

client, shall be reported and recorded. Such a project report shall be identified by a

title “Non-Conforming Report” and segregated to prevent its unintended use.

4.2 Control of Non-Conforming Report

The non-conforming report in the Format QSP/8.7/QMC/12:F-01 – “Non-

Conforming Project Report” shall be prepared by HOD / TL / PC, reviewed by

President and the detected non-conformity eliminated by making necessary

corrections.

Action to eliminate a detected non-conformity shall be re-verified on file to

demonstrate conformity to the requirements.

Analysis of the non-conformities should be carried out by the concerned HOD /

TL / PC to determine if any trends of occurrence require attention for corrective /

preventive action. Negative trends should be considered for improvement and as

inputs to management review.




Signature



5.0 References

ISO 9001:2015 Clause 8.7

QSP/9.0/QMC/13 – Measurement, Analysis & Evaluation of Performance

QSP/10.0/QMC/16 – Improvement

6.0 Records

Format Retention

By Period

QSP/8.7/QMC/12:F-01

Non-Conforming Project Report Concerned HOD 4 years




Signature



NON-CONFORMING PROJECT REPORT

1. Title of Report :

2. Name of Project :

3. Nature of Non-Conformance :

4. Actions for elimination of non-conformity :

a) Correction

b) Corrective Action, based on analysis of NCs in the past if called for

Signature Date

HOD / TL / PC

5. Review :

Signature Date

President




Signature



MEASUREMENT, ANALYSIS & EVALUATION OF PERFORMANCE

1.0 Purpose

To lay down procedure to evaluate the performance and effectiveness of Quality

Management System.

2.0 Scope

It shall cover monitoring, measurement, analysis and evaluation processes needed to

evaluate the performance and the effectiveness of the QMS and identify

opportunities for improvement.

3.0 Responsibility


HOD and MR shall be responsible to implement the procedure.

4.0 Procedure

4.1 Monitoring and Measurement

4.1.1 The term “monitor” is defined as “observe, supervise, keep under review; measure

or test at intervals, specially for the purpose of regulation or control.”

4.1.2 The term “measure” is defined as “ascertain or determine the physical quantity,

magnitude or dimension by the application of some object of known size or capacity

or by comparison with some fixed unit.”

4.1.3 The processes and products need to be continually improved to meet the changing

expectations of client, competitive pressures and technical advances. This can be

achieved through collection, analysis and evaluation of data.

4.2 Sources of Information

The following are the sources from where information and data pertaining to

measurement of performance shall be obtained, analyzed and evaluated :

Client satisfaction

Monitoring and measurement of processes

Monitoring and measurement of products

Internal audits

Management review

Analysis and evaluation




Signature



4.2.1 Client Satisfaction

Monitoring of feedback from client shall provide information on a continual basis.

Client complaints and comments shall be monitored as per Procedure

QSP/10.0/QMC/16 – “Improvement”. Some of the ways of monitoring information

relating to client perception as to whether his requirements are being met, are :

Client feedback in terms of complaint / comments

Direct communication with client

Analysis of technical proposals, not fructified

Award of projects without being short-listed

Award of repeat work orders

Performance certificates issued by client

Based on any of the above or otherwise, Client perception may be assessed,

wherever feasible and recorded in the tabular form given below :

Client Perception

1. Client :

2. Project :

3. Source of Information / Perception :

(A letter / media report / meeting etc.)

4. (a) Perception in brief :

(b) Grading (Very Good / Good / Average / Poor) :

Signature : ______________

Name : ______________

Designation : ______________

Date : ______________




Signature



4.2.2 Measurement and Monitoring of Processes

Processes of QMS shall be monitored and wherever applicable, measured to

demonstrate their ability to achieve planned results. Suitable methods shall be

developed to enable measure / quantify process effectiveness and / or its efficiency.

To effect this, Performance Indicators have been identified / developed and are

being used by HODs. Measuring equipment wherever used, shall be controlled vide

Procedure QSP/7.1.5/QMC/03 – “Control of Monitoring and Measuring

Equipment”. Some of the aspects to be measured / monitored are :

Process effectiveness

Cycle time

Utilization of technologies

Effectiveness and efficiency of staff

Cost effectiveness / waste reduction

Optimal utilization of resources

4.2.3 Measurement and Monitoring of Product

To ensure that product requirements have been met, aspects of monitoring and

measurement of characteristics of the product, at appropriate stages, have been

included in the product realization processes. Evidence of conformity with

acceptance criteria shall be maintained as records. Before a report is sent to the

client, it will be finally inspected by designated official in the

Format QSP/9.0/QMC/13:F-01 – “Final Inspection Report”. Record shall indicate

the person authorizing the release of the report. Basically the data shall be obtained

from the review, verification and validation documents and the results of internal

audits.

4.2.4 Internal Audits

An effective and efficient internal audit process can assist in addressing the

strengths and weaknesses of the quality management system. Internal audits shall

be conducted at planned intervals to enable determine whether our QMS conforms

to requirements of standard and QMS requirements established by the organization.

The process of planning and conduct of internal audits has been established

conforming to the requirements of the standard vide Procedure QSP/9.2/QMC/14 –

“Internal Audits”. The following information and data available from internal audit

shall be used for analysis and evaluation :

Effective and efficient implementation of processes

Opportunities for improvement

Feedback from the employees with regards to effectiveness of quality

management system




Signature



4.2.5 Management Review

A Management Review Committee (MRC) constituted by the Company

management with CMD and its Chairman undertakes review of the established

QMS once in 3 months to ensure its suitability, adequacy and effectiveness of and

also to identify opportunities for improvement or need for change in the QMS

including Quality Policy and Quality Objectives. The review also includes decisions

and actions related to resource needs. The management review process has been

established and documented vide QMS/9.3/QMC/15 - “Management Review”.

4.3 Analysis and Evaluation

Valuable data and information obtained from monitoring and measurements,

internal audits, non-conformities, reviews, verifications etc. shall be utilized to

analyze and evaluate the performance and effectiveness of quality management

system. Our main product being design and development, analysis of product data

per se, has limited application. HOD / MR shall identify suitable techniques for

presentation of data to enable identification of weak areas, trends in performance

and process capabilities in their respective Divisions.

Collection, collation and presentation of data through Bar-Charts, Control Charts,

Pareto Analysis and other suitable statistical techniques is monitored regularly by

the HOD and necessary corrective action is initiated.

4.4 Identification of Statistical Techniques

MR shall analyse and evaluate data pertaining to Internal Audit NCRs element-

wise and Division-wise to identify weak areas in system implementation. The

results shall be presented for Management Reviews and necessary corrective

actions initiated.

HOD (HW) shall analyse and evaluate data pertaining to earthwork quantities

for different cross-section types, number of bridges and underpasses to arrive at

an optimal quantity of earthwork for various types of projects.

HOD (QS) shall work out cost per kilometer of highway for various projects

and the same will be analysed and evaluate to arrive at an average value which

will help in preparing estimates.

HOD (PMG) shall collate and analyse the factual data pertaining to the

following :

- Time and cost for carrying out detailed soil and material investigation for

different highway projects

- Time and cost for carrying out detailed geotechnical investigation

involving boring / drilling for different bridge projects of varying lengths

- State wise variation of Vehicle Damage Factors (VDF).




Signature



HOD (Br) shall develop standard designs of various types of RCC and PSC

superstructure of different span lengths keeping in view cost effectiveness, ease

of construction and aesthetics. This will ensure timely submission of quality

and optimal designs and drawings to Client which shall also result in fast

progress and economy during construction.

HOD (Svy) shall analyse and evaluate planned vs actual input for completed

projects.

HOD (Tptn) shall develop type designs for ‘at grade intersections’ for different

combination of road pairs and type of junctions (T, +, X, Y and other types), so

as to use them repeatedly across different projects as basic type designs for due

modifications for the given sites.

HOD (Metro) shall develop cost effective and construction-friendly standard

design of Metro Viaduct Superstructure & Substructure. This will help in faster

submission of quality and optimal Design and Drawings to Client.

HOD (Rly) shall analyse and evaluate the data pertaining to the following :

- Work out per km. quantities of the track components based on type of

gauge, speed and axle load requirements and quantity of earthwork (i.e.

subgrade, embankment /cutting and blanketing).

- Passenger traffic survey, engineering surveys and real estate surveys for

railway station development / redevelopment projects, forecast the

infrastructural improvements as required for passenger and railways;

analyse the commercial product mix and implementation strategies.

HOD (UI) shall analyse the authentication of designs (minimum 10%) and

drawings (minimum 15%) for completed project.

HOD (BD) shall analyse and evaluate data pertaining to the submission of

some of the proposals and EOIs by using suitable statistical techniques to find

out reasons, if any, for their non-acceptance.

HOD (IT) shall analyse and evaluate data pertaining to computer inventory,

status of hardware / software maintenance etc.

HOD (HRD & Trg) shall analyse and evaluate the data pertaining to trainings

imparted, the manpower trained, the budget & its utilization for the training etc.

Procurement Officer shall analyse and evaluate data relating to vendors

monitoring, expenditure on items category-wise, etc. to determine the pattern.

Other Divisions shall similarly explore the possibilities of identifying their

data, analysis and evaluation of which through statistical techniques shall help

them improve performance of their activities.




Signature



5.0 References

QSP/7.1.5/QMC/03 – Control of Monitoring and Measuring Equipment

QSP/9.2/QMC/14 – Internal Audits

QSP/9.3/QMC/15 – Management Review

6.0 Records


By Period

QSP/9.0/QMC/13:F-01

Final Inspection Report HOD Part of Project File




Signature



FINAL INSPECTION REPORT

Project : _________________________________

All planned arrangements have been satisfactorily completed and the report meets all the

requirements of the client.

Date : Signature :

Designation :

Name :




Signature



INTERNAL AUDITS

1.0 Purpose

To lay down procedure to establish an effective and efficient internal audit process.

2.0 Scope

The procedure provides guidelines for planning and conduct of internal audits and

documenting and follow-up of both internal and external audit findings.

3.0 Responsibility

MR shall be responsible to establish, maintain and implement this procedure.

Trained auditors, duly approved by MR, shall be responsible for carrying out the

audits.

HOD shall be responsible for prompt necessary corrections / corrective actions of

existing and potential non-conformities respectively, as revealed during the audit.

4.0 Procedure

4.1 Planning Risk

Determination of risks and opportunities, meeting the requirements of Clause 6.1

of the Std ISO 9001:2015 has been done and record maintained in “Risk Register”

as per defined format. ‘Risk Levels’ and ‘Risk Controls’, pertinent inputs for

addressal of the identified risk, have been determined with the help of “Risk

Matrix” as per defined format. Both formats are given Appendix ‘H’ of Quality

Manual. The risks associated with our processes can be of different kinds, for

example “Lack of audit preparation and shortcomings in preparation of internal

audit checklist.” could be one of the relevant risk to this procedure.

4.2 All internal audits should be based on documented objectives, scope and criteria.

4.2.1 Audit Objectives

The objective of the internal audit programme may include :

(a) Determination whether the QMS of the organization conforms to planned

arrangements, requirements of the ISO 9001:2015 standard and the

requirements established by the organization.

(b) Evaluation of effectiveness of the QMS

(c) Identification of areas for improvement of the QMS




Signature



4.2.2 Audit Scope

The audit scope describes the extent and boundaries of the audit such as physical

locations, organizational units, activities and processes to be audited and the time

period covered by the audit.

4.2.3 Audit Criteria

The audit criteria can include applicable policies, procedures, standards, laws and

regulations, management system requirements, contractual requirements or

industry / business sector codes of conduct. In our case the internal audit will be

conducted based on the requirements of ISO 9001:2015 standard and the working

documents prepared by our organisation.

4.3 Planning and Management

4.3.1 Audit frequency shall be a minimum of one audit every 3 months of every

Division / Cell. MR shall prepare the annual audit programme as per Format

QSP/9.2/QMC/14:F-01 – “Internal Audit Programme”, circulate the same by

7th

January and ensure its implementation.

4.3.2 MR shall prepare a list of approved internal auditors based on education, work

experience, auditor training and audit experience, who shall be nominated for

carrying out internal audits. To ensure objectivity and impartiality of the audit

process, auditors shall not be nominated to audit their own work.

4.3.3 MR shall draw audit schedule as per Format QSP/9.2/QMC/14:F-02 – “Internal

Audit Schedule”. Actual dates of audits shall be finalized keeping in view the

convenience of auditee and auditors without upsetting the overall audit programme.

Audit schedule shall be issued to auditee and auditors seven days in advance. MR

shall brief the auditors before the commencement of audit and assign specific tasks,

if any.

4.3.4 MR shall monitor the implementation of audit schedule / programme.

4.4 Audit Preparation

4.4.1 The auditors shall carry out the following preparations before conducting the audit:

Study the concerned procedures / documents and relevant clauses of

ISO 9001:2015.

Review results of previous audits and consider their implication.

Prepare list of persons to be interviewed.

Prepare list of likely questions for auditees and identify records for check.

Prepare draft check lists as per Format QSP/9.2/QMC/14:F-03 – “Internal

Audit Check List”.




Signature



4.4.2 Pre-Audit Visit

The auditors may familiarize themselves with the functioning of the Division / Cell

to be audited by conducting pre-audit visit.

4.5 Conduct of Audit

4.5.1 Opening Meeting

On the day of audit, during opening meeting, the auditor shall explain to the HOD

the scope and criteria of audit and the areas to be visited. The HOD may nominate

his representative(s) to facilitate the process as well as to corroborate observations.

4.5.2 Collection of Objective Evidence

After the opening meeting, the auditors shall collect objective evidence through

interviews, examination of documents, records and observation of

activities / surroundings. Clues suggestive of non-conformities should be pursued

till their logical end. Conformance / non-conformance to the requirements of

ISO 9001:2015 or the established QMS should be noted down.

Audit findings should be noted down on the check-list.

4.5.3 Closing Meeting

On completion of the audit, a closing meeting should be held with the HOD to

discuss findings and obtain clarifications, if required. Appropriate corrective

measures including opportunities for improvement should also be discussed for

incorporation in the audit report.

4.5.4 Preparation of Non-Conformity Report (NCR)

Objective evidence shall be noted down for any non-conformities observed.

NCR shall be prepared on Format QSP/9.2/QMC/14:F-04 – “Non-Conformity

Report” and acknowledgement / agreement of the auditee with respect to the root

cause of NC and the required corrections and corrective actions within a specified

time frame taken. The auditors shall maintain the objectivity of audit and conduct

within the agreed scope of audit only. In case of a trail appearing during audit, the

matter shall be discussed with the MR and, if necessary, audit schedule shall be

modified accordingly. MR and the auditee shall be kept informed of any changes

in audit schedule.

4.5.5 Preparation of Audit Report

Based on discussion of audit findings with the HODs, an audit report shall be

prepared in the prescribed Format QSP/9.2/QMC/14:F-05 – “Internal Audit

Report”. Auditor may also make recommendations for improvement if any, in the

report. Audit report may include evidence of excellent performance as well, in

order to provide opportunities for recognition by management and motivation of

staff.




Signature



4.6 Submission of Audit Report

Internal audit report alongwith NCRs shall be submitted to MR, who will allot a

control number to each NCR. A copy of the audit report and NCRs will be given

to the auditee. The audit report should be submitted to MR desirably within seven

working days of the completion of audit.

4.7 Follow-up of Implementation of Corrective Actions and Closing of NCR of

both internal and external audits

HOD is responsible for implementation of necessary corrections and corrective

actions as per agreed schedule. Corrections and corrective actions shall be taken

by the Auditee / HOD within the agreed dates. HOD shall also examine the

recommendation / suggested opportunities for improvement for implementation.

MR shall monitor the corrections and corrective actions schedule and maintain a

monitoring register as per Format QSP/9.2/QMC/14:F-06 – “Audit Monitoring

Register”. Implementation and effectiveness of the corrective actions shall be

verified by the auditors on its completion (internal audits) or during subsequent

audits (both internal and external audits) and NCR / observation closed

accordingly.

The results of the audits shall be put up for management review.

5.0 References

ISO 9001:2015 Clause 9.2

ISO 19011:2011

6.0 Records

Record / Format Retention

By Period

QSP/9.2/QMC/14:F-01

Internal Audit Programme MR 4 years

QSP/9.2/QMC/14:F-02

Internal Audit Schedule MR 2 years

QSP/9.2/QMC/14:F-03

Internal Audit Check List MR 3 years

QSP/9.2/QMC/14:F-04

Non-Conformity Report MR and HOD 3 years

QSP/9.2/QMC/14:F-05

Internal Audit Report MR and HOD 3 years

QSP/9.2/QMC/14:F-06

Audit Monitoring Register MR Permanent *





Signature



Appendix ‘A’

INTERNAL AUDITS

Prepare Annual Audit Programme and

circulate by 7th January

Start

Prepare List of Approved Auditors

Draw Audit Schedule

Monitor Implementation of Audit Schedule

and Programme

Preparation by Auditor

Study ISO Standard, relevant Procedures /

Document etc.

Review Previous Audit Reports

Prepare Draft Check Lists

Pre-Audit Visit

Conduct of Audit

Opening Meeting

Collection of Evidence

Closing Meeting

Preparation of NCRs

Preparation of Audit Report

Submission of Audit Report to MR with a

copy to Auditee

Implementation of Corrective Actions

Review the Implementation and

effectiveness of corrective actions

End

Closing of NCRs



Revision No. : 01 Date : 03 February 2020

Signature



INTERNAL AUDIT PROGRAMME

Division

Code Name of the Division

Month of the Year

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

– Top Management

QMC Quality Management Cell

HW Highway

QS Quantity Surveying & Contracts

PMG Pavement, Material & Geo-technical

Br Bridge

Svy Survey & GIS

Tptn Transportation

Metro Metro Structures

Rly Railways & Metro Allied Services

Avn Aviation

UI Urban Infrastructure

Arch Architecture

E&S Environment & Social

BD Business Development

IT Information Technology

HRD HRD & Training

Adm Administration

F&C Finance & Contracts

Legend :

Audit Scheduled

No NCRs / Observations

Corrective Action Completed

Audit Conducted

Corrective Action Agreed

Corrective Action Verified




Signature



INTERNAL AUDIT SCHEDULE

1. Audit Objective :

2. Audit Criteria :

Division/

Top

Management

Location

To be audited

Date Time Auditors Remarks Sub-Divisions /

Cells

Activities /

Processes




Signature



INTERNAL AUDIT CHECKLIST

Auditee (Division) :

Person Interviewed :

Position :

Clause of

ISO 9001 Question

Findings Remarks

* **

Legend :

* Documentation

** Implementation

C = Conformity

N = Non-conformity

O = Observation

X = Not applicable

Put C, N, O or X as applicable in findings column.

Date Auditor




Signature



NON-CONFORMITY REPORT

NCR No. : _______________________

Division Audited :

Date :

Control No. :

(To be filled by MR)

Auditors

1.

2.

3.

Non-Conformity

ISO Clause No. :

Doc. Ref. :

NCR Acknowledged

Auditee : Auditor :

Correction, Root Cause of NC and Corrective Action Agreed

(As part of Corrective Action include proposed changes in existing Procedure)

Date agreed for completing

Auditee (HOD) : Auditor :

Correction and Corrective Action Verified

Correction and corrective action verified and NCR closed / Details of follow-up still needed

Date : Auditor :




Signature



INTERNAL AUDIT REPORT

Division Audited : Auditors : 1. Audit No. : ____

2.

Date of Audit: Fresh Audit Re-Audit

Auditee(s) :

Sr.

No. Audit Findings

Category

of Finding

(NC / Obs / OFI)

1.

2.

3.

Non-conformity (NC) : ___ nos.

Observation / Potential Non-conformity (Obs) : ___ nos.

Opportunity for Improvement (OFI) : ___ nos.

Audit Conclusion : Implementation and maintenance of QMS was found to be: (tick against

the following options)

Satisfactory

Satisfactory with minor problem area

Unsatisfactory

Remarks: Good / Poor practices identified, any other relevant information, if any :

Enclosure(s) : _____nos. pages Auditor’s Signature

Date of Report Submission:

Auditee’s Signature




Signature



AUDIT MONITORING REGISTER

_____________ DIVISION

Control

No.

Date of

Audit NCR No. Brief Details of NCR

Agreed Date

of

Completion

Status Signature of

MR




Signature



MANAGEMENT REVIEW

1.0 Purpose

To lay down procedure for management review of the quality management system

to ensure its continuing suitability, adequacy, effectiveness and alignment with the

established Quality Policy and Vision Statement of the Company.

2.0 Scope

It shall include assessing opportunities for improvement and the need for changes to

quality management system, including the quality policy and quality objectives.

3.0 Responsibility

MR shall be responsible to establish, maintain and implement the procedure.

4.0 Procedure

4.1 Planning Risk






associated with our processes can be of different kinds, for example “Risk related to

compliance to decisions taken in MRC.” could be one of the relevant risk to this

procedure.

4.2 Management Review

The Company management has constituted a Management Review Committee

(MRC) with CMD as its Chairman, to review its QMS. The MRC consists of top

management and key personnel of the Company and undertakes review once in

3 months. Members of the Committee may submit points, if any, covering areas for

improvement of product or the system, resource requirements or any other point of

significance. MR will prepare agenda accordingly and circulate to all members at

least 7 days in advance.

4.3 Review Input

The agenda will generally cover the following:

- Review of minutes of previous meeting

- Results of audits including status of corrective actions




Signature



- Client’s feedback

- Review of Quality Management System including product conformity,

monitoring / measurement of processes & quantified objectives

- Adequacy of resources

- Action taken to address risks and opportunities

- Opportunities for improvement

- Any other aspect of importance with the permission of Chairman.

4.4 Review Output

It shall include decisions and actions related to:

- Improvement of product / services, effectiveness of QMS and its processes

- Need for changes to the QMS, if any

- Resource needs

The decisions taken shall be recorded as minutes and sent to all members and any

other person assigned with a task for action within one week of the meeting. The

concerned persons shall submit compliance report within a month of the meeting,

detailing actions taken by them. MR shall follow-up actions as per the decisions

taken in the meeting.

Records of management reviews shall be maintained.

4.5 Flow chart of activities is placed at Appendix ‘A’.

5.0 References

ISO 9001:2015 Clauses 6.1 & 9.3.

6.0 Records


By Period

Management Review Committee

Minutes MR 4 years




Signature



Appendix ‘A’

MANAGEMENT REVIEW

Start

End

MR to schedule MRC meeting

once in 3 months, with CMD’s approval

Receive points from Members of the

Committee

Scrutiny of points and preparation of agenda

in conformity with stipulated scope

Circulation of agenda to members 7 days in

advance of meeting

Organise meeting as scheduled, present

agenda points and data for discussion and

record decisions

Prepare minutes of meeting and circulate to

all concerned, within 7 days of the meeting

Follow-up actions as per decisions and obtain

compliance report from all concerned within

30 days of the meeting

Maintain records of minutes of meeting




Signature



IMPROVEMENT

1.0 Purpose

To lay down procedure to determine opportunities for improvement and implement

actions to meet client requirements and enhance customer satisfaction.

2.0 Scope

It covers processes relating to identification of non-conformity, implementation of

corrective action and driving improvement.

3.0 Responsibility


HOD and MR shall be responsible to implement the procedure.

4.0 Procedure

4.1 Planning Risk






associated with our processes can be of different kinds, for example “Handling of

Client complaints.” could be one of the relevant risk to this procedure.

4.2 Improvement

Improvement actions include correction, corrective action, continual improvement,

breakthrough change, innovation and re-organization. These include :

Improving products to meet client’s requirements and expectations.

Correction and corrective actions.

Improving performance and effectiveness of QMS.

4.3 Sources of Information

The sources for information and data enabling identification of non-conformities

and opportunities for improvement are as follows :

Non-conforming outputs

Client feedback in terms of complaint / comments




Signature



Audit reports

Output from management reviews

Processes measurement records

Employees feedback

Risks and opportunities if identified during planning

4.3.1 Non-conformity and Corrective Action

Correction is an action to eliminate a detected non-conformity while corrective

action eliminates the cause of the detected non-conformity. Corrective action

prevents the recurrence of non-conformity.

4.3.2 Determination of Corrective Action

HOD / MR should take following steps :

Review the existing / potential non-conformity, audit results, customer

complaints / comments, employees feedback, etc.

Determine root cause / causes of non-conformity

Determine various options for corrective action

Evaluate measures to ensure that non-conformity does not recur / occur

Based on evaluation, select the appropriate corrective action

4.3.3 Implementation of Corrective Action

Non-conformity observed during internal / third party audit shall be dealt with under

Procedure QSP/9.2/QMC/14 – “Internal Audits”.

In case of client complaint or comments, action will be taken as per Para 4.4 below.

In case of an employee identifying an existing or potential non-conformity during

implementation of the system, corrective action will be taken as per Para 4.5 below.

Implementation and effectiveness of the corrective action shall be reviewed by the

HOD / Internal Auditor / External Auditor.

Update risks and opportunities determined during planning if necessary.




Signature



4.4 Handling of Client Complaints and Comments

4.4.1 Client Complaints

4.4.1.1 All client complaints received in writing or through telephone shall be put up to

CMD who will discuss the same with COO / concerned President. MR to record the

details in Client Complaint Register as per Format QSP/10.0/QMC/16:F-01 –

“Client Complaint Register”.

4.4.1.2 COO / concerned President will acknowledge the receipt of complaint to client

assuring action by ICT within specified period and plan investigation of the

complaint.

4.4.1.3 COO / President will review the investigation, examine need for corrective action

and report back findings of investigations alongwith suggested corrective action to

CMD.

4.4.1.4 Based on decision of CMD, suitable reply will be sent to client. MR will make

appropriate entry in the Client Complaint Register.

4.4.1.5 MR will monitor the progress on complaints and put up Client Complaint Register

to CMD once every quarter.

4.4.2 Client Comments

In case of comments or clarifications as sought by the client, their follow-up shall be

recorded in the Format QSP/10.0/QMC/16:F-02 – “Monitoring of Client’s

Comments” and monitored by the COO / concerned President on monthly basis.

Minor comments shall be responded in 10 days and major comments in 30 days. In

case of Nil comments, the monitoring could be once a quarter.

Comments are also required to be identified as critical / non-critical and recorded as

such in the prescribed format. Critical comments alongwith corrective action taken

thereof shall be projected by respective HOD for discussion in MRC meeting.

This record shall be merged with the project file after completion of the project.

4.4.3 Details of client’s complaints and comments shall be discussed during management

review meetings.

4.5 Employees Feedback

4.5.1 In case an employee identifies a non-conformity or an area for improvement in the

QMS, he / she may propose the suggestion and submit a report to his / her HOD.




Signature



4.5.2 The report duly analysed and commented upon by HOD shall be put up to

President / COO / CMD for approval or otherwise. Incase of approval, HOD

concerned shall ensure its implementation. A request for change in the concerned

“Procedure” can be processed in Format QSP/7.5/QMC/05:F-01 – “Request for

Change in Documentation”, if required.

4.5.3 In addition, as an effort to motivate, employees are encouraged to come up with

suggestions towards improvement in their processes or otherwise for which

suggestion box has been placed in the premises of HRD / Adm Division, under the

aegis of HOD (Adm). The suggestions are put up to CMD and processed based on

his directions.

4.6 Continual Improvement

The results of data analysis and evaluation shall be used to identify avenues for

continually improving suitability, adequacy and effectiveness of QMS.

Some of the options used are as follows :

Quality Policy, its implementation and review.

Determination of quality objectives at relevant functions and levels and

achieving them through an action plan.

Identification of improvements in quality management system processes

through internal audits and their implementation through corrective actions.

Value addition to the quality management system through regular internal

audits.

Corrections and corrective actions.

Management reviews

4.7 Breakthrough Improvements

Breakthrough improvements (i.e. the organized creation of beneficial change / Step

change) are large improvements over a longer span of time with management

initiative, group efforts and generally with heavier investment.

4.8 Innovations

Innovations are improvements achieved by acquiring problems solving skills and

systematic thinking supported by trials and experiments.




Signature



5.0 References

ISO 9001:2015 Clauses 10.0

Procedure No. QSP/9.2/QMC/14 – Internal Audits

Procedure No. QSP/8.7/QMC/12 – Control of Non-Conforming Outputs

6.0 Records

Format Retention

By Period

QSP/10.0/QMC/16:F-01

Client Complaint Register MR 4 years

QSP/10.0/QMC/16:F-02

Monitoring of Client’s Comments HOD Part of Project File




Signature



CLIENT COMPLAINT REGISTER

Complaint

No. Client Particulars

Brief Details of

Complaint

Complaint Status

Review by

CMD Received

on

Discussed with

COO /

President on

Disposed

on




Signature



MONITORING OF CLIENT’S COMMENTS

Project ______________________ (Name)

S.

No.

Item / Report

Commented on

Comment

Considered

Critical /

Non-critical

Date

Received

Person Assigned

alongwith due

Date for Reply

Due Date for

Submission

Date

Replied

Signature of

HOD /

TL / PC

Monitoring

by COO /

President

Note : Comments considered critical shall be raised by the concerned HOD for discussion

during MRC meeting.