CGCS

QUALITY MANAGEMENT
SYSTEM MANUAL

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Rev. No.

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FRONT PAGE

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CARGO GUARD CONTAINER SEALS.

24/31.Vaithianathan Mudali Street,
Azees Nagar,Tondiarpet
Chennai-600 081

QUALITY MANAGEMENT SYSTEM MANUAL

ISO 9001:2008
Copy
Number

Copy Holder

Proprietor

Management Representative

Certification

ISSUE 1

2012 July 12

The contents of this Quality System Manual and all related documents are the sole property of M/s.
CGCS and shall not be copied or reproduced, in part of whole by anyone whosoever, without the
written permission of the organization

PREPARED BY :

APPROVED BY :

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TITLE

No. OF
PAGES

SECTION No.

REV. No.

QMSM 01

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Front Page

QMSM 00

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Index & Revision Record

QMSM 03

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Organization Profile

QMSM 04

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Quality Management System

QMSM 05

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Management Responsibility

QMSM 06

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Resource Management

QMSM 07

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Production Realization

QMSM 08

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Measurement, Analysis &

Improvement

QMSM 09

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Responsibility & Authority

QMSM 10

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Process Map & Interaction

QMSM 11

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Process Flow Chart

QMSM 12

00

Quality Objectives

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Document Name

Page No.
of
Document
Changed

Issue
No. and
Date

Rev.
No. and
Date

Nature of Amendment

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ORGANISATION PROFILE

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M\s.CARGO GUARD CONTAINER SEALS (CGCS) was incorporated in the year 2007,Unit was
located at 24/31.Vaithianathan Mudali Street,Azees Nagar,TondiarpetChennai-600 081

The Organization scope of Manufacture and supply of Plastic Moulded Components

This Major customer of the organizations are 1. M/s. Indian Oil Corporation Ltd (SERVO)-Chennai.
2. M/s . BEFALCON TYRES Karnataka
3. M/s . Manjushree Technopack Ltd Karnataka.
The company has excellent infrastructures and Quality control facility with up area of 300 sq.ft.
In-order achieve customer satisfaction through compliance to the requirements of the customer and to
meet the competence in the market, the organization is working on a Quality Management System
Based on ISO 9001:2008.
This manual aims to distance the organizations effectiveness and efficiency in implementing the
Quality Management System. Also the manual defines the various processes and its interactions to
maintain the quality management system, it clear indicate the reference and the linking document to
get an overall clarity with the organizations effective functioning.

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4.1. GENERAL REQUIREMENT

The Quality Management System (QMS) of CGCS (hereafter called organization) is

established, document, implement and maintained in line with the requirement of ISO 90012008 standard is constantly Management System.

The Block diagram in the QSM-10 determined the general process required for our quality
management System.

The order and interaction of the specific (department) quality management system processes
can be founded in QSM-10.

The criteria and methods for effective control of processes are found in internal audit section
and process control plan.

Resources required for the process are determined in the resource Management, to support the
operation and control of these processes. The information necessary for effective operation
and monitoring of these processes is found within available controlled documents through the
organization.

Upon the completion of measurement and monitoring of the process and analysis of the data,
appropriate action id taken to assure that intentions are achieves and opportunities for
improvement are acted on.

Management of these processes is accomplished in accordance with the requirement of ISO

9001-2008

Forging,Zinc Plating, Droping are outsourced at the organization. Mentioned outsourced

process controlled by QC thro incoming inspection report.

Reference:
PROCESS MAP & INTERACTION (QMSM-10)
LIST OF APPROVED SUPPLIERS (PUR-01)
4.2 DOCUMENTATION REQUIREMENT
4.2.1 GENERAL

The organization has documented its entire QMS requirement to facilitate effective
implementation, maintenance and continual improvement of the systems. It includes the
following:

Documented statements of Quality Policy and Quality Objectives.

Quality manual.

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Documented procedure required by the ISO-9001:2008 standard.

Document needed by the Organization to ensure the effecting planning, operation

Control of QMS process.

Records required by the ISO 9001:2008 standard

Reference
QUALITY POLICY AND OBJECTIVE (5.3)
QUALITY SYSTEM MANUAL (QMSM)
LIST OF RECORDS
4.2.2 QUALITY MANUAL

Quality manual is in full conformity with the requirements of ISO 9001:2008 standard
and is supported by further levels of documentation as required in 4.2.1

The scope of the QMS including the detail of justification for any exclusion.

The reference to the document procedure established for the QMS.

A detail description of the interaction between the processes of QMS is prepared.

The Scope of the organization is.

Manufacturing and Supply of Plastic Moulded

Components.

Exclusion of the clause of ISO 9001:2008 and justification for exclusion is explained
bellow.

Clause or Sub
Clause
7.3

Exclusion
Design &
Development

Justification
The organization is manufacturing the components
as per the customers specification Hence it is
excluded.

However, exclusion of the above clauses will not affect organizations ability or
responsibility to provide product that meets customer and applicable regulatory requirement

Reference:
QUALITY MANAGEMENT SYSTEM MANUAL (QMSM)

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4.2.3. CONTROL OF DOCUMENTS mandatory procedure

All documents within organizations quality system are controlled as explained below

The quality system document are prepared, Reviews and Approved as explained bellow.

Sl. No.

Documents

Prepared, Reviewed by

Approved by

1.

Quality Management System Manual

Partner / MR

Partner

2.

Process Control Plan, Documents,

Formats, Lists

Partner / MR

Partner

This is evidenced by the Signature of the respective authority in every sheets of the manual.

All the pages of the Manual and procedures are identified by Document number, Revision
number, Date of implementation of the system and Page Number.

Document Numbering System

Document / Record
Quality
Management
System Manual (QSM)
Formats
Control Plan
Master Lists

Number System
QSM XX where QSM for Quality System Manual
F XXX YY where XXX Process, F Format
CP XX where CP Control Plan
D XX YY where D Document, XX Process

Document issue

All the pages of the Manual belonging to MR are stamped with MASTER COOY stamp in
Green on the back side and other copy holder are stamped with and controlled documents are
subjected to changes.
The controlled Documents are issued to other copy holders except MR and its recorded in the
List of Document

Document Changes

Changes to the documents can be initial by any one in the organization. Its relevance and
advantages discussed by MR.
All the changes are reviewed and approved by same authority that has done the original
review and approval
Changes to the document can be identified ARIAL WORD.

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The changes are reviewed by the MR and initial the respective document.
When a particular page has undergone revision, the revision number of that page is
incremented by one and date in that page will be changed to the date of implemented by the
revision.
On revision, the Amendment record in front page of the manual of the manual is updated for
revision details and Revision Record is also updated for the latest revision
The revises document are issued to the copyholders on issued or received documents,
obsolete copy of the document is collected back. One copy of obsolete copy is stamped
obsolete copy and retained by proprietor/ MR for reference purpose and other obsolete
copies are destroyed.
Whenever there is lot of revision in a particular Manual, then the whole manual is re-issued
and issued number in all the pages is made 00 and Date of revision by the Proprietor/MR and
reviewed every year for changes and updated accordingly.

Reference:
LIST OF DOCUMENTS ( CGCS/MLD-01)
DOCUMENT AMENDMENT RECORD

4.2.4 CONTROL OF RECORDS mandatory procedure

The relevant records have been identified in the Quality System Manual.
Al data supporting the achievement of requirements and effectiveness of the quality system
are included as record
The records are in the form of forms and n case of register, the identification when details are
identified in the front page of the register.
The records are filed systematically for easy retrieval.
The records are stored and protected till the retention period and after retain period the
records are destroyed by engineering or shredding
The record prepared process wise and maintained by MR.
Reference:
LIST OF RECORDS (CGCS/MLR-02)

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5.1 MANAGEMENT COMMITMENT

At the Organization, the top management provides the evidence of its commitment to the
development and implementation of the QMS and continually improving the effectiveness by
the following methods.
The partner Communicate the importance of meeting the customer requirement as well as
statutory and communicate the importance of meeting the customer requirement as well as
statutory and regulatory requirements during interaction with staff concerned.
Establish the quality policy
Establishing the quality objective
Conducting management review
Ensuring availability of resource.

Reference:
QUALITY POLICY (5.3)
QUALITY OBJECTIVES (QSM-12)
MANAGEMENT REVIEW MEETING PLAN
AGENDA FOR MANAGEMENT REVIEW
MINUTES OF MANAGEMENT REVIEW MEETING
LIST OF STATUTORY REGULATORY REQUIREMENTS
5.2 CUSTOMER FOCUS

At the organization, the top management ensures that, the entire organization has a clear force
towards meeting. Exceeding the customer requirements, and enhancing the level of their
satisfaction
This monitored during the customer satisfaction survey conducted once in a year.

Reference:
CUSTOMER SATISFACTION SURVEY
CUSTOMER COMPLAINT REGISTER
5.3 QUALITY POLICY

The quality policy of the organization is as below

We are committed to satisfy our customers by supplying quality products

at right time. This will be achieved through continual improvement in all
activities by total employee involvement

The above policy is appropriate to the activity carried out at the organization.
Compliance to lay down requirements and continual improvement is included in the quality
policy, with the object of improving the effectiveness of the QMS.
Framework for establishing and reviewing the quality objectives is provided.
The quality policy is discussed and explained in detail in the meetings, so that it is clearly
understood and communicated within the organization.
The quality policy is reviewed for its continuing suitability, during management review
meeting.

Reference:

MINUTES OF MANAGEMENT REVIEW MEETING

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5.4 PLANNING
5.4.1 QUALITY OBJECTIVES

At the Organization the top management has ensured that the quality objectives have been
established at relevant functions and levels within the organization.
These objectives are measured for the consistency with the quality policy.
The quality objectives are rolled down by MR at subsequent levels who in turn review the
objectives and fixing the target for the subsequent period.
The details of review are maintained in the quality objectives monitoring record.

Reference :
QUALITY OBJECTIVES (QMSM-12)
5.4.2 QUALITY MANAGEMENT SYSTEM PLANNING

The planning at the Organization is done, not only to maintain the QMS implementations, but
also to monitor, measure, analyze and improve on a continual basis.
The integrity of the QMS is maintained when changes to the QMS are planned and
implemented.

Reference:
QUALITY OBJECTIVES DEPLOYMENT RECORD (F-MR-09)
5.5. RESPONSIBILITY, AUTHORITY AND COMMUNICATION
5.5.1 RESPONSIBITY AND AUTHORITY

The organization has structured its activities to ensure that its products meet customer
requirements consistently. The responsibility, authority and interrelation of the personnel who
carry out, manage and verify processes are defined individually, in QMSM -09. The copy of
this QMSM-09 also distributed to the personnel individually. The organization chart of the
organization, indicating the structure of the organization and interrelation amongst its
personnel, is also enclosed given in QSM-09. The responsibility and authority given in QSM09, also identifies and indicates the personnel who have to :
Initiate action to prevent the occurrence QC non-conformities relating to the product and
processes of the QMSM.
Identify and record the problems relating to the product and processes of QMS.
Initiate, Recommend or provide solutions through designated channels.
Verify the implementation of solutions.
Control further processing, delivery or installation of non-conforming products until the
deficiency or unsatisfactory condition has been corrected.

Reference:
RESPONSIBILITY & AUTHORITY (QSM-09)

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5.5.2 MANAGEMENT REPRESENTATIVE

Mr.A.Karthik

is designated as the Management Representative (MR), whose

responsibilities and authorities are given in RESPONSIBILITY & AUTHORITY (QSM 09)
The following are the part of responsibility of the MR.
To ensure that all processes needed for the QMS, as per the requirement of ISO 9001:2008 are
established, implemented and maintained.
Reports to the top management on the performance and health of QMS to enable review,
which shall be the basis for further improvement.
To ensure that the customer requirements are known throughout the organization, and
To ensure liaison is maintained with external agencies on all matters relating to the QMS.

Reference:
RESPONSIBILITY & AUTHORITY (QSM-09)
5.5.3 INTERNAL COMMUNICATION

Every individual at the organization is encouraged to communicate within the organization

with effectiveness. In order to avoid making errors leading to mistakes they are suitably
trained to ensure the following during their internal communication.
Clarity of expression,
Preciseness of the subject,
Focus on the objective,
Ease of understanding,
Atmosphere of friendliness and trust,
Proper understanding by the receiver of the communication.
At the organization, the quality policy and quality objectives are communicated to all levels
through training sessions. Further, the quality policy and quality objectives are displayed at
prominent places within the premises. During the training session, the relevance of the quality
policy and quality objectives to each individuals work function is communicated and
elaborated.
The requirements of the customer with regard to product, process and system are made known
to all levels. The notice boards provided at the organization is used for communicating
general communications affecting all individuals.

Reference:
NOTICE BOARD

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5.6 MANAGEMENT REVIEW

5.6.1 GENERAL

The management conducts periodic reviews at least once in 6 months, these reviews are
ensure the monitoring of the QMS implementation.
They verify the continuing suitability, adequacy and effectiveness of the QMS in line with the
quality policy for achieving the quality objectives, in addition to the other requirements of
ISO 9001 : 2008 standard.
The reviews are also asses the need for changes if any, required in the QMS including the
quality policy and the quality objectives so that they also remain dynamic and changeable as
per the current needs and future requirements.
Such changes can not only bring about improvement in the existing processes but also create
new system requirements.
The minutes of these management review meetings, are recorded.

Reference:
MINUTES OF MANAGEMENT REVIEW MEETING (CCGS/MR-01)
5.6.2 REVIEW INPUT
The Management Review covers the following:
Results of audits.
Customer Feedback.
Process performance and product conformity.
Status of preventive and corrective actions.
Follow of actions from previous management reviews.
Change that could affect the QMS, and
Recommendations for improvement.
5.6.3. REVIEW OUTPUT
The management, during the management review meetings takes decisions and actions related to
Improvement of the effectiveness of the QMS and its processes.
Improvement of product related to customer requirements, and
Resource needs.

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6.1 PROVISION OF RESOURCES

At the Organization, the management is fully conscious of the need and importance, of timely
planning and provision of all resources in adequate quantity and of appropriate quality. The resources
have been identified and made available to ensure the following:

To improve and maintain the QMS and continually improve its effectiveness, and
To enhance customer satisfaction by meeting customer requirements.

Reference:
LIST OF EMPLOYEES (CCGS/HR-01)
6.2 HUMAN RESOURCES
6.2.1 GENERAL

The organization is fully aware of the importance of the human resources available within the
organization and values them.
Employees therefore are treated as an extremely valuable resource of the organization.
At the organization, it is recognized and accepted that product quality depends upon the work
output of the personnel at various stages.
At the organization, personnel performing work, directly affecting product quality are verified
and screened for their competence to undertake the allotted work.
This assessment is carried out based on the individuals education, training, skill and work
experience.

6.2.2 COMPETENCE, TRAINING AND AWRENESS

The organization has identified means to determine the following with regard to the people, to
ensure that each person is given a job that suits him the most.
The competence necessary for performing work, affecting product quality at various stages
has been determined and is ensured while allocating the work.
Training needs for personnel identified and suitable training programs are conducted
periodically.
The effectiveness of the training imparted is reviewed and evaluated to verify the need for retraining.
The personnel carrying out the various allotted activities are duly informed and made aware
of the relevance and importance of their activity with regard to the product quality. They are
also made aware, on how their job contributes the achievement of the quality objectives of the
organization.
Appropriate records are maintained for all personnel with regard to their education, training
skill and experience.

Reference :
LIST OF COMPETENCY STANDARD (CGCS/HR-02)
TRAINING RECORD (CGCS/HR-03)

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6.3 INFRASTRUCTURE
The infrastructure required to support the production activities are addressed in List of machines.

All the machineries are subjected to prevent maintenance as per the Checklist for preventive
maintenance.
Whenever a machine breakdown occurs at the time of production, the same is recorded in the
Machine History Card.
The Supervisor attends the machine breakdown and takes remedies.

At the organization, the infrastructures are determined and provided to achieve the conformity to the
product requirements. It includes.

The land, building, workspace and all associated utilities which form the basis of
infrastructures are created and provided.
The process of design, manufacture and supply consists of various process equipment (both
Hardware and Software), are made available.
The support services such as transport, means of communication, etc. are also provided.

Reference:
LIST OF MACHINES (CGCS/MAINT-01)
PREVENTIVE MAINTENANCE SCHEDULE(CGCS/MAINT/HR-02)
6.4 WORK ENVIRONMENT

At the Organization the work environment such as ventilation, lighting, layout, housekeeping,
, First aid box etc.. Are determined and made available to achieve the conformity to the
product requirements.

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7.1 PLANNING OF PRODUCT REALISATION

Realization of the product requires planning and development of the process necessary to carry out the
various operations. As such alignment of the process of planning for product realization along with
the other processes of QMS is done for satisfactory performance. In planning product realization, the
following are borne in mind to determine the appropriate requirements:
a) The organizations quality objectives and requirements of the product.
b) The various processes used, the documents generated and the resources utilized are
Established and taken into account.
c) The product acceptance criteria which are determined, are then verified, validated,
monitored, inspected and tested to ensure conformity.
d) All records needed to provide evidence, that the realization process and the resulting
product meet specified requirements, are maintained.
Reference:
PURCHASE ORDER / SCHEDULE LOG NOTE, PROCESS FLOW CHART QUALITY (QSM11, PAGE NO. 2 OF 3)
7.2 CUSTOMER RELATED PROCESSES
7.2.1 DETERMINATION OF REQUIREMENTS RELATED TO THE PRODUCT
The organization has determined the following.
The various requirements specified by the customer, including the requirements for delivery
and post delivery activities.
Requirements not stated by the customer but necessary for specified or intended use where
known.
Statutory and regulatory requirements related to the product.
Any additional requirements determined by the organization.
Reference:
PURCHASE ORDER / SCHEDULE Customer
ENQUIRY REGISTER (CGCS/MKT-01)
PROCESS FLOW CHART-MARKETING (QSM-11, PAGE NO. 1 OF 3)
7.2.2 REVIEW OF REQUIREMENTS RELATED TO THE PRODUCT
At the organization, the various requirements relating the products manufactured, are regularly
reviewed. This review of requirement is conducted prior to acceptance of any order, commitment for
supply to the customer. The following are ensured during this process.
All products related requirements are defined.
The differences if any, from the previously stated requirements of the customers are clarified
and resolved.
The organization has the ability to meet the all defined requirements. Records of all reviews
and action arising from them are maintained for reference.
All contract points are reviewed and recorded in the Customer purchase order. If the customer
provides no documented requirements the organization will clarify that with the customer and
record it in the relevant documents.
Reference:
PURCHASE ORDER / (Customer)

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7.2.3. CUSTOMER COMMUNCIATION

The organization has established and maintained effective arrangements for communication with the
customers in relation to
Product information.
Enquiries, Contracts or order handling, including amendments, and
Customer feedback and Customer complaints.
Reference:
PROCESS FLOW CHART-MARKETING (QSM-11, PAGE NO. 1 OF 3)
PROCESS FLOW CHART-CUSTOMER COMPLAINT (QSM-11, PAGE NO. 3 OF 3)
ORDER REGISTER (CGCS/MKT-02)
CUSTOMER SATISFACTION SURVEY (CGCS/MKT-03)
CUSTOMER COMPLAINT REGISTER (CGCS/MKT-04)
7.3. DESIGN AND DEVELOPMENT
The products are manufactured as per the Customers Specification. Hence this clause is excluded.
7.4 PURCHASING
7.4.1 PURCHASING PROCESS
The organization will ensure that purchased product conforms to specified requirements.
The type and extent of control on the purchased product is defined, based on the effect of the
purchase on the final product.
List of Suppliers is maintained for approved suppliers.
Suppliers, sub contractors are approved on the basis of Price, Credit Period, Delivery time and
Quality.
Monitoring their ability and re-evaluating the approved suppliers on a yearly basis will be
followed at the Organization, which would enable deleting the names of suppliers from the
List of Suppliers who do not perform to acceptable norms.
Reference:
LIST OF APPROVED SUPPLIERS (CGCS/PUR-01)
SUPPLIER EVALUATION REPORT (CGCS/PUR-02)
7.4.2 PURCHASING INFORMATION
The requirements of the product will be detailed in the Purchase requisition.
Clearly specifying and describing the required specifications.
Reference:
PURCHASE ORDER (CGCS/PUR-03)
7.4.3 VERIFICATION OF PURCHASED PRODUCT
The Organization verifies the purchased products to ensure the requirements specified in the
Purchase requisition & verification for consumables, Outsourced products are checked as per
the Control plan. The controlled copy of the Control plan is given to the supplier.
Reference:
PURCHASE REQUISITION & VERIFICATION (CGCS/PUR-04)
STOCK REGISTER (CGCS/PUR-05)

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7.5 PRODUCTION AND SERVICE PROVISION

7.5.1 CONTROL OF PRODUCTION AND SERVICE PROVISION

To enable timely delivery of quality products. The Organization decides on a Production

Plan from the Customer Schedule.
Control Plan & Job Card is prepared defining the production process.
Machines having necessary capability are only used for production.
The production process is monitored and controlled to ensure that the product conforms to
specified requirements.
Criteria of workmanship are displayed where objective measurement is not possible.
The equipments are maintained suitably to ensure continued process capability.
Reference:
JOB CARD (CGCS/PRD-01)
PROCESS FLOW CHART QUALITY (QSM-11, PAGE NO. 2 OF 3)
7.5.2 VALIDATION OF PROCESSES FOR PRODUCTION AND SERVICE PROVISION
Welding process is the special process in our organization; it is verified and monitoring by partner.
It will be advised supplier following details
1. To set the welding parameters for all Welding rods.
2. To experience person only use the Welding machine
3. To conduct periodical review for the welders.
Reference:
TEST REPORT
7.5.3 IDENTIFICATION AND TRACEABILITY
Products at all stages are identified with tags and accompanying documents. Materials in
store are identified and stored separately in racks The entire semi finished is stored in work in
process area and identified with tag. Rejections are stored in Nonconformance area tag Pink colour
and identified with tag. Finished products are stored in dispatch area and identified with tag identify
card yellow. Where traceability is a specified requirement the same is established which are available
through the records. Inspection and Test status is identified throughout production and dispatch of the
product.
Reference:
IDENTIFICATION TAGS (CGCS/PUR-02)
7.5.4. CUSTOMER PROPERTY
Customer properties such as finished product are received at customer end for installing
purpose.
The status of the above is recorded in the stock register.

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Intellectual properties of customers are available (eg: Product Drawings, Purchase Orders,
Customer Schedule and Correspondence letters) and it is kept safely for reference purpose.
Reference:
PROCESS FLOW CHART-CUSTOMER COMPLAINT (QSM-11, PAGE NO. 3 OF 3)
PRODUCT DRAWING
PURCHASE ORDER AND CORRESPONDENCE LETTER (CUSTOMER)
7.5.5 PRESERVATION OF PRODUCT
The conformity of the product is preserved during in-house processing and delivery to the
intended destination.
This preservation includes identification, handling, packaging, storage and protection.
Suitable trays are provided for preventing damage to products, while handling.
Suitable storage areas are provided for incoming materials and finished products.
Stocks are monitored on a daily basis.
Finished products are delivered in the trays applied with rust prevention oil.
Final inspection report and delivery Chelan are made available for the verification at the time
of delivery.
Reference:
STOCK REGISTER
7.6 CONTROL OF MONITORING AND MEASURING EQUIPMENT

At the organization, all the identified Monitoring and Measuring equipment (MME), are
controlled, calibrated and maintained.
Suitable MME are identified for ensuring the conformance of products to specifications at all
stages of production.
All MMEs are identified with a unique number.
Instruments are calibrated at specified intervals by external agency. The calibration is done
against standards traceable to any national or international standards.
Equipments, whenever found to be out of calibration are rectified by adjustments or
readjustments wherever necessary, prior to their use.
Care is also taken to ensure that the calibration of the equipment remains valid during use. It
is ensured that the setting and adjustments do not get disturbed, invalidating the
measurements made. This safeguard of the instrument ensures its accuracy, and its fitness for
use continues throughout the period, till the next calibration is due, or done.
When the equipment, in use are found out of calibration, they are not only rectified or
scrapped, but also the previous measurements carried out in the process are reassessed and the
results are documented as observed.
Calibration reports obtained from the external agencies are verified.
We are monitoring measuring to be used Profile Projector in all components.
No software is used for measuring and monitoring of product / process.
Reference:
LIST OF INSTRUMENTS (CGCS/QA-01)
CALIBRATION PLAN (CGCS/QA-02)
CALIBRATION REPORT (EXTERNAL)

CGCS
8.1

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MEASUREMENT, ANALYSIS &
IMPROVEMENT

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GENERAL

The Organization has planned and implemented the measurement, analysis and improvement process
within the QMS as per the requirements of the standard to ensure that the product meets the specified
requirements. This process of planning and implementation is carried out on a regular basis to ensure
the following.
- Conformity of the product to specified requirements
- Conformity of the QMS
- Continual improvement of the QMS
8.2
8.2.1.
-

MONITORING AND MEASUREMENT

CUSTOMER SATISFACTION
Customer Satisfaction is determined by obtaining the feedback from the customers once year.
A formatted questionnaire is used for determining customer satisfaction.
The feedback obtained from customer is analyzed and suitable actions are taken to eliminate
dissatisfaction and to improve satisfaction further.

Reference:
PROCESS FLOW CHART (QSM011), (Page No. 3 of 3)
CUSTOMER SATISFACTION SURVEY
8.2.2.
-

INTERNAL AUDIT Mandatory Procedure

Internal audits of the quality management system are conducted in once in 6 months.
Audits are planned based on the importance of the activities.
Additional audits are also schedule based on the reports of internal / external audits and
changes to quality system requirement.
All activities / processes are audited at least once in 6 months or as and when the need arises.
An Internal audit schedule is prepared by MR well in advance and intimates the schedule to
the auditor and auditee.
Trained auditors, independent of the activity being audited as mentioned in the Master List of
Internal Auditors carry out audit.
Auditors will not audit their own work.
Before proceeding for conducting an internal audit, Internal Auditors are strictly advised to
learn and understand the relevant sections of the Quality System Manual and respective work
instructions.
During the audit, deviations if any are recorded in Details of IQA NC reports and issued to the
auditee for taking corrective action.

The following actions are taken by the auditee once non-conformity is raised during an audit.
- An action taken to close the non-conformity raised immediately is called Correction.
- Root cause for the non-conformity is arrived at by a scientific method called as Why-Why
analysis.
- Ask why the non-conformity has occurred.

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MEASUREMENT, ANALYSIS &
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Then, you will arrive at a reason,

Now, the auditee asks to himself the question on the reason given, why such reason is told?
This technique is continued for a maximum questioning of 5 times till a logical reason for the
problem is arrived at.
This called as Root Cause.
After that, ask a question of the roof cause, how to solve the root cause, which is your
corrective action.
In totality, a non-conformity has occurred once but action taken to eliminate the nonconformity by attacking the root cause is called as Corrective Action.
Any action taken even before once the problem has occurred is called as Preventive Action.
The minor deviations and scope for further improvement is recorded in Audit Finding Report.
Auditee proposes corrective action with target date and implements corrective actions.
Auditors / MR verify the implementation of corrective action through follow up.
Audit and close the Non-conformities by writing comments.
Follow up audit shall be done within a timeframe of one week maximum from the date of
conducting Internal Audit.
Results of the audit are discussed in Management Review Meeting.

Reference:
INTERNAL AUDIT PLAN (CGCS/MR-02)
INTERNAL AUDIT SCHEDULE (CGCS/MR-03)
AUDIT FINDING REPORT (CGCS/MR-04)
NC REPORT (CGCS/MR-05)
8.2.3.
-

MONIROTING AND MEASUREMENT OF PROCESS

Monitoring and Management of process are carried out thro results of Internal Quality
Audits, Management Review, and achievement of departmental quality objectives.

Reference:
LINE INSPECTION REPORT (CGCS/QA-03)
8.2.4.
-

MONITORING AND MEASUREMENT OF PRODUCTS

In order to assure conformity to customer requirements, the products are measured in
accordance with the Control Plan at various stages of the process. The acceptance criteria are
given in the above.
Line Inspection Report is maintained for the production.

The responsible persons to release the products are

- Incoming products Quality Control
- In process products Production Supervisor
- Delivery Stage Quality Control

CGCS
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SYSTEM MANUAL
MEASUREMENT, ANALYSIS &
IMPROVEMENT

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The authorization of release of product under deviation if any is also recorded. The products
are further processed only on acceptance of the product with respect to the Control Plan.

Reference:
LINE INSPECTION REPORT
FINAL INSPECTION REPORT CGCS/QA-04)
JOB CARD
8.3

CONTROL OF NONCONFORMING PRODUCT Mandatory Procedure

To ensure that non-conforming products identified at various stages are controlled, and not passed on
to next stage, or used unintentionally, organization has established the following methods.
- All products whether incoming in-process or finished are inspected as per the Process Control
Plan, to verify and ensure their conformity prior to use.
- The deviations to the specification in the Control Plan are considered as Non-conformity.
Incoming Products:
- All incoming products found NC are identified, rejected and returned to the supplier. For
customer supplied products, the NC will be informed to the customer and actions will be
taken as per their advice. It is the responsibility of the Quality Control.
In Process Products:
- The NCs observed during in-process are kept separately and property identified till a decision
of disposal action is taken. The Re-inspection is required on all reworked or repaired
material. Rework material must meet original requirements. Repaired material must meet
intended function and other requirements in accordance with customer needs. This
responsibility is with the Production Supervisor.
Finished Products:
- In case of NCs observed in finished products in relation to the Control Plan the entire lot is
segregated and reworked. This is the responsibility of Production Supervisor.
Post Delivery Products :
- Discovery of nonconforming material after delivery is immediately followed by the actions
necessary to minimize its impact and preserve customer satisfaction to the highest level
possible under the circumstances. It is the responsibility of Partner.
-

All Non-conformities are analyzed for causes and suitable corrective action is taken to ensure
recurrence of the non-conformity. The details of action taken are recorded in NonConformity Report.

Reference :
NON CONFORMENCE REGISTER (CGCS/QA-05)

CGCS
8.4

QUALITY MANAGEMENT
SYSTEM MANUAL
MEASUREMENT, ANALYSIS &
IMPROVEMENT

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ANALYSIS OF DATA
-

At the Organization, the data generated as a result of monitoring and measurement, from all
sources, is collected and analyzed to demonstrate suitability and effectiveness of the QMS.
Evaluation of this data is used to show continual improvement of the QMS.
In order to achieve the above the following areas are covered and analyzed.
Customer satisfaction: Periodical feedback received from customers.
Scope for correction and prevention based on characteristics and trends of product and
process observed leading to continual improvement.
Product conformity to requirements: Results of final inspection, in process inspection.
Suppliers performance available thro suppliers monitoring and rating.
Complaints received from customer are entered in Customer Complaint Register.
Customer complaints are analyzed by finding the root cause of the complaint and solving it by
taking appropriate corrective action or preventive action.
The same is recorded in Non conformity Report.

Reference :
CUSTOMER SATISFACTION SURVEY
CUSTOMER COMPLAINT REGISTER
NC REPORT
8.5
8.5.1
-

IMPROVEMENT
CONTINUAL IMPROVEMENT
Continuous improvement in the effectiveness of quality management system is achieved
through the use of the following
Well defined Quality Policy
Measurable Quality Objectives
Audits that identify opportunities for improvement
Analysis of data of product conformance and process capability
Customer satisfaction and supplier performance
Corrective and preventive actions
Management review

Reference :
QUALITY POLICY (5.3)
QUALITY OBJECTIVES (5.4.1.)
AUDIT FINDING REPORT
CUSTOMER SATISFACTION SURVEY
NC REPORT
MINUTES OF MANAGEMENT REVIEW MEETING

CGCS

8.5.2
-

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MEASUREMENT, ANALYSIS &
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CORRECTIVE ACTION Mandatory Procedure

The partner coordinates the corrective action (CA) to be undertaken by investigating the
causes of NCs in the product to avoid recurrence.
The MR coordinates the CA to be undertaken by investigating the causes of NCs in the
process and the system to avoid recurrence.
The extent of stress and control that will be put on the CA shall depend upon the impact of the
NC on the product, process or system and its consequent influence on other areas.
Product related NCs identified during inspection, is taken up for C.A. for that NC register
and CA reports are maintained.
The CA identified will be assessed for suitability prior to implementation and will be verified
subsequently for effectiveness.
The document changes arising out of the CA will be taken up, as pr the Control of
Documents. 4.2.3. in the manual.
Information and feedback from the various processes and activities, internal quality audit
reports, customer complaints and feedback will be reviewed and NCs will be reported to the
concerned personnel so as to investigate the cause and suggest CA.
These are all recorded in the Non conformity report.
The CA for quality system relates NCs will be dealt as per the narration 8.2.2. in this section.

Reference :
NC REPORT
CORRECTIVE ACTION REPORT
8.5.3.
-

PREVENTIVE ACTION Mandatory Procedure

The partner coordinate the preventive action to be undertaken by assessing the impact of the
potential NCs in the process and the system to avoid any new problems from arising.
The MR coordinate the preventive action to be undertaken by assessing the impact of the
potential NCs in the product to avoid any new problems from arising.
All information / feedback from various sources such as processes, production operations,
internal quality audit reports, customer feedback etc., shall be reviewed and the potential
NCs will be reported to concerned personnel to investigate the cause and suggest preventive
action.
The preventive action suggested will be discussed with other functionaries regarding its effect
in their areas.
The potential NCs with respect to product, process and systems will be discussed and the
possible preventive actions identified.
From the identified solution the optimum PA will be implemented temporarily for study.
The implemented action if found effective and useful will be incorporated into the procedures
/ manuals appropriately for permanent implementation, through the instructions for document
change (4.2.3)

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MEASUREMENT, ANALYSIS &
IMPROVEMENT

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In case the implemented action is found to be lacking in any way, an alternative action will be
identified and implemented.
Product / process related PAs are based on the impact of CAs on other related areas, where,
prevention helps avoid likely problems.
All such actions taken based on the likelihood of problems arising and the consequent
preventive measures are recorded in the Non conformity Report.
The PAs once determined will be discussed prior to implementation and later verified for
effectiveness.
All document changes arising out of the Pa will be taken up as per the instructions for
document change (4.2.3)
The PAs for quality systems related potential NCs will be dealt as per the narration 8.2.2. in
this section.

Reference :
PREVENTIVE ACTION REPORT

CGCS

QUALITY MANAGEMENT
SYSTEM MANUAL

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RESPONSIBILITY & AUTHORITY

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ORGANISATION CHART

PROPERITOR

Administration

Manager/MR
Machine Operator

Packing Asst

QUALITY MANAGEMENT

Doc. No.

QMSM 09

Responsibility and Authority

1.Properitor

Overall management and focus future developments.

Perspective Planning.

Organizational Image.

Maintaining Public Relations.

To meet and maintain statutory and regulatory requirements as per the

government rules though designated channels

Financial and Legal Matters.

Overall administration and welfare of the organization.

To chair the Management Review Meetings.

Approval of new vendors

Approval of authority for new recruitments and training of personnel

2. Management Representative

Ensuring that the Quality System is Prepared, established implemented and

maintained in accordance with ISO 9001: 2000 STD at all areas.

Examine performance of the Quality Management System of the company

and suggest any changes to management for review & implement as
required.

Review, control & issue of Quality System Manual, procedure and Work
Instructions and update as required.

To ensure corrective / preventive action is implemented effectively with

respect to QMS

Organize internal quality audits; arrange external audits / surveillance audits

as per plan and follow-up.

Preparing necessary documents to authorize plan and control.

Preparing & issue of MRM agenda.

Arranging management review meetings and maintaining minutes.

To send reminders / show causes / representations / notices/ warnings to

team managers / customers / subcontractors whenever required.

To liaison with external auditing with regards to QMS and system

3.Manager

Preparation of .machine-wise planning

Indenting for materials including tools and plants.

To act on customer complaints as required

To carryout corrective and preventive actions as required.

Preparation of production reports

Release of process sheets

Preparation of daily production planning

To ensure that the machinery is utilized optimum level

To prepare and execute the maintenance of machinery

To ensure safety in the shop floor

Quality check of raw materials

In process QC of production

Preparation of rejection data on weekly basis.

Control of measuring and testing tools and calibration of the same.

Verification of corrective and preventive action taken on product and

maintain records.

Vendor evaluation with respect to quality of purchased materials.

To handle customer concurrences as applicable.

Vendor identification and evaluation

Release of purchase orders and purchase scheduling

Vetting of invoices

Selecting vendors

Preparing Approved supplier list and delisting as per commendations.

Maintaining Supplier Inspection Reports for Raw material.

Maintaining or relevant Records

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PROCESS MAP & INTERACTION

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Enquiry
Inform customer
Feasibilit
y Review

Management Review
Meeting

Internal Quality Audit

Conform Feasibility
Corrective&
Preventive Action
Receive Order

Planning

Define production
Method / Resources

Procurement of
Raw material

Control of
process

Define controls

Provision of
Resources

Calibration

Improvemen
t Activities
in process &
system

Production

No
Monitor

Non
conformed
Product

Analyse

Yes
Conformed
Product

Control of
Documents

Dispatch

Control of
Records

Customer feed
back
Training

QUALITY MANAGEMENT
SYSTEM MANUAL

CGCS

PROCESS FLOW CHART

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FLOW CHART QUALITY

Start

Materials receiving from Customer / Supplier.

Arrange for incoming inspection.

Do the
material
comply
control
plan ?

Yes

No

Return to Inform to
customer / Supplier

Storage of the Material

Production

Do the
material
comply
control
plan ?

In process Inspection
/ Sub contractor

Do the
material
comply
control plan
?

Stop the M/C & Rectify /

Return to the sub
contractor

No

No

Segregation &
Rework

Final Inspection
Yes
Des patch

End

CGCS

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PROCESS FLOW CHART

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FLOW CHART MARKETING PROCESS

Start

Receipt of Enquiry from the Customer

Review of enquiry

Send Best possible Quotation

Is
Quotation
Accepted

No

End

Yes
Receive the purchase order and drawings from
customer

Production
process &
dispatch

Receive the Customer feed back

End

CGCS

QUALITY MANAGEMENT
SYSTEM MANUAL
PROCESS FLOW CHART

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FLOW CHART CUSTOMER COMPLAINT

Start

Complaint received from the customer

Register the Complaint in customer Complaint

Register

Analyze the Complaint & Table Corrective

Action

The Corrective Action is analyzed by proprietor

and reply is send to customer regarding the
action taken

The Complaint &Corrective Actions is reviewed

in the Management Review Meeting

End

CGCS

QUALITY MANAGEMENT
SYSTEM MANUAL
QUALITY OBJECTIVES

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TOP MANAGEMENT / MARKETING PROCESS

1) TO REDUCE THE CUSTOMER COMPLAINT AT ZERO.
2) TO INCREASE CUSTOMER SATISFACTION AND
MAINTAIN DELIVERY PERFORMANCE AT 90% TO 100%