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QUALITY MANUAL
Model Effective Date Revision Level Page
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Issued By: QMR Approved By: President
ISSUED BY
QUALITY MANAGER
AUTHORIZED BY
COMPANY MANAGEMENT
QUALITY MANUAL
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TABLE OF CONTENTS
Clause Description Page
QM 1.0 OVERVIEW AND SCOPE 4
QM 1.1 Overview 4
QM 1.2 Manual Distribution Record 4
QM 1.3 Manual Revision 4
QM 1.4 Scope 4
QM 1.5 Exclusion and Justifications 5
QM 2.0 REFERENCES 5
QM 3.0 TERMS AND DEFINITIONS 6
QM 4.0 QUALITY MANAGEMENT SYSTEM 7
QM 4.1 General Requirements 7
QM 4.2 Documentation Requirements 7
QM 5.0 MANAGEMENT RESPONSIBILITY 8
QM 5.1 Management Commitment 8
QM 5.2 Customer Focus 9
QM 5.3 Quality Policy 9
QM 5.4 Planning 10
QM 5.5 Responsibilities, Authority and Communication 10
QM 5.6 Management Review 12
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Clause Description Page
QM 6.0 RESOURCE MANAGEMENT 14
QM 6.1 General Requirements 14
QM 6.2 Human Resources 14
QM 6.3 Infrastructure 15
QM 6.4 Work Environment 15
QM 7.0 PRODUCT REALIZATION 16
QM 7.1 Planning Product Realization 16
QM 7.2 Customer Related Processes 17
QM 7.4 Purchasing 18
QM 7.5 Production Operations 20
QM 7.6 Control of Monitoring and Measuring Equipment 21
QM 8.0 MEASUREMENT, ANALYSIS AND IMPROVEMENT 22
QM 8.1 General 22
QM 8.2 Monitoring and Measurement 22
QM 8.3 Control of Nonconforming Product 23
QM 8.4 Analysis of Data 23
QM 8.5 Improvement 24
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QM 1.0 OVERVIEW AND SCOPE
QM 1.1 Overview
This Quality Manual is a level 1 document that establishes the policies and practices of
Manik Sabharwal Logistics and its management to support a Quality Management
System based on the requirements of ISO 9001:2008.
QM 1.2 Manual Distribution Record
The master copy of this Quality Manual is saved on Quality Manager’s computer. Only
one copy has been printed and kept in the Document Centre for references.
Uncontrolled copies may be allowed for training of the employees and creating
organization-wide awareness of ISO 9001:2008 and also for customer reference.
QM 1.3 Manual Revision
Revision Level – 0, Effective 04/14/2014
This Quality Manual has been rewritten to conform to ISO 9001:2008. This Manual
supersedes all previous versions and become effective as on 04/14/2014.
QM 1.4 Scope
Manik Sabharwal Logistics offers to bridge the gap between manufacturers and
distributers with products and services tailored to meet specific requirements of
customers. We offer a wide selection of cost effective solutions to manage logistics. The
company is located at 20 Automatic Road, Brampton, Ontario, L6S 5N7.
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The scope of the Quality Management System of Manik Sabharwal Logistics extends to
all the processes as required by the ISO 9001:2008, except as explained below:
QM 1.5 Exclusions and Justifications
The QMR has identified exclusions from the scope of the quality system, to the
requirements of ISO 9001:2008, that do not apply to products and services provided by
Manik Sabharwal Logistics. The Manik Sabharwal Logistics Management Team has
evaluated and approved them.
a) Section 7.3 Design and Development – including all sub-sections.
Justification – Manik Sabharwal Logistics does not design or develop any products.
The customers or their consultants provide and specify all requirements with respect
to products (logistics supplies) and services.
b) Section 7.5.2 Validation of processes for production and service provision -
including all sub-sections.
Justification – Manik Sabharwal Logistics verifies all subsequent monitoring or
measurements for each successive process output.
QM 2.0 REFERENCES
Manik Sabharwal Logistics has developed and implemented a Quality Management
System in accordance with:
ISO 10013:2001 – Guidelines for Quality Management System Documentation
ISO 9000:2005 – Quality Management System – Fundamentals and Vocabulary
ISO 9001:2008 – Quality Management System – Requirements
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QM 3.0 TERMS AND DEFINITIONS
Terms and definitions adopted in this Manual are in accordance with those of ISO
9000:2005, and ISO 9001:2008.
Manik Sabharwal Logistics specific terms and abbreviations:
Term For
CAR Corrective Action Request
C of C Certificate of Conformance
CSC Customer Service Coordinator
MSL Manik Sabharwal Logistics
NCP Nonconforming Product
MT Management Team / Company Management
MH Material Handler
MTR Material Test Result
PAR Preventive Action Report
PO Purchase Order
PM Preventive Maintenance
QM Quality Manual
QMR Quality Management Representative
QMS Quality Management System
QSP Quality System Procedure
RFQ Request for Quotation
WI Work Instructions
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QM 4.0 QUALITY MANAGEMENT SYSTEM
QM 4.1 General Requirements
Requirements
MSL has established, documented, implemented, and maintains and continually improves
a quality management system in accordance with the requirements of ISO 9001:2008.
The organization has:
Determined the processes needed for the QMS and their application throughout
the organization
Determined the sequence and interaction of these processes
Determined criteria and methods needed to ensure that both the operation and
control of these processes are effective
Ensured the availability of resources and information necessary to support the
operation and control of these processes
Established a means of monitoring, measuring and analyzing these processes,
where applicable
Established the implementation of actions necessary to achieve planned results
and continual improvement of these processes
QM 4.2 Documentation Requirements
General
MSL’s QMS documentation includes documented statements of a quality policy and
quality objectives, a quality manual, documented procedures and records required by ISO
9001:2008, including records determined by the organization to be necessary to ensure
the effective planning, operation and control of the processes.
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Quality Manual
MSL’s Quality Manual includes:
The scope of the QMS, including applicable exclusions and justifications
The documented procedures established for the QMS or reference to them
Description of the interaction between the processes of the QMS
Control of Documents
MSL has a procedure QSP-01 for establishing, maintaining and controlling all
documentation required to support the QMS and ensure its continued effectiveness.
Control of Records
MSL controls the records established to provide evidence of conformity to requirements
and the effective operation of the QMS. MSL has a procedure QSP-02 for controlling
quality records to ensure that they are:
Identified and stored safely
Legible and readily retrievable and have established retention times
QM 5.0 MANAGEMENT RESPONSIBILITY
QM 5.1 Management Commitment
General
MSL is committed to the development and implementation of the QMS and continually
improving its effectiveness by communicating the importance of meeting customer,
statutory, and regulatory requirements throughout the organization.
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MSL has established a Quality Policy and Quality Objectives. It ensures the continuing
relevance of the QMS and its continual improvement through management reviews.
The management of MSL is committed towards providing sufficient resources to ensure
the effective implementation and maintenance of the QMS throughout the organization.
QM 5.2 Customer Focus
General
MSL is committed towards identifying customer requirements and their fulfillment to
ensure customer satisfaction.
QM 5.3 Quality Policy
General
The Quality Policy provides a framework for establishing and reviewing quality
objectives. The following Quality Policy is communicated throughout the organization.
The Quality Policy is reviewed during management review meetings to ensure its
continuing suitability and effectiveness.
“MSL is committed in providing logistics supplies and services customized to
meet specific requirements of customers (manufacturers). We provide and
customize various logistics products (labeling printers, barcode scanners,
boxes, pump trucks, skids, plastic wraps, e.t.c.). Our aim is to continually
improve the quality of our products / services while meeting and exceeding
customer requirements and ensuring enhanced customer satisfaction”.
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QM 5.4 Planning
Quality Objectives
MSL has established Quality Objectives, particularly those concerning product
requirements. Quality Objectives are measurable and consistent with the Quality Policy.
Measurable objectives are mentioned in the following format separately on QF-25. The
management reviews the objectives during management review meetings. The objective
may be revised if the targets have been achieved or are found to be impractical
considering the changes in business conditions.
Policy Statement Quality Objective Measurable Target
QMS Planning
MSL has developed its QMS with the following priorities in mind:
The requirements given in QM 4.1 and those mentioned in Quality objectives are
satisfied
Any plans for changes will consider their impact on the QMS, and will ensure the
integrity of the QMS is maintained
QM 5.5 Responsibility, Authority and Communication
Responsibility and Authority
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MSL has a semi-formal structure as shown in the following organizational chart. All
employees are communicated of their responsibilities and authorities and the importance
of teamwork.
MSL’s Functional Organizational Chart
Management Representative
As evidence of its commitment to maintain an ISO - compliant QMS, the management of
MSL has appointed Quality Manager as its Quality Management Representative. The
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QMR reports to the President and is responsible for advising the MT of all quality issues,
including its performance and any opportunities for improvements.
The person named below has full responsibility and authority for the implementation and
maintenance of Quality Management System as defined in this Quality Manual and
promoting the awareness of customer requirements throughout the organization.
Manik Sabharwal (QMR)
ASQ-CQE, CQA, CQI, CQPA
Quality Manager
Manik Sabharwal Logistics [MSL]
20 Automatic Road, Brampton, Ontario, L6S 5N7
Tel: (905) 845-9430 ext. 25 | Fax: (905) 845-9340
e-mail: manik.sabharwal@MSL.ca
website: www.MSL.ca
Internal Communication
MSL recognizes that all employees and their work activities affect product (service)
quality and the company’s ability to satisfy customer requirements. The Company
communicates all quality issues and quality objectives within the organization via
bulletin boards, periodical meetings with employees, and group trainings regarding the
effectiveness of the QMS.
QM 5.6 Management Review
General
MSL management reviews the organization’s QMS, at least once in a year, to ensure its
continuing suitability, adequacy and effectiveness. This review includes assessing
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opportunities for improvement and the need for changes to the QMS, including the
quality policy and quality objectives.
The QMR chairs the Management Review meetings and records are maintained in
management review form QF-02.
Review Inputs
MSL management, in conducting reviews of its QMS, uses inputs from a variety of
sources such as:
Audit results
Customer feedbacks
Process performance and product conformity
Preventive and corrective action reports
Follow up actions from previous management reviews
Changes that may affect QMS
Recommendation for improvement
Quality Policy and Objectives
Supplier information
Resource requirements
Review Outputs
The management reviews are expected to yield in the following results:
Improvement of the effectiveness of the QMS and its processes
Improvement of product related to customer requirements
Resource needs
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QM 6.0 RESOURCE MANAGEMENT
QM 6.1 General Requirements
Requirements
MSL recognizes the necessity of providing adequate resources, needed to implement and
maintain the QMS and continually improve its effectiveness, and to meet the
requirements.
QM 6.2 Human Resources
General
MSL ensures that personnel performing work affecting conformity to product
requirements are competent on the basis of appropriate education, training, skills and
experience.
Competence, Awareness and Training
MSL ensures that employees are competent to perform work affecting conformity to
product requirements. Where applicable, the provisions of training or other actions are
made to achieve the necessary competence. Personnel are aware of the relevance and
importance of their activities and how they contribute to the quality of the achievement of
the quality objectives.
Appropriate records of employees’ education, training, skills and experience are
maintained. MT members are encouraged to attend all refresher trainings but are exempt
from signing attendance in group training records.
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New employees are provided orientation within the first week of employment by the
management and / or Quality Manager covering the following topics:
General personnel policies
Safety requirements
General ISO 9001:2008 QMS requirements
Job specific requirements
The signatures of employees on a quality document QF-03 are sufficient as evidence of
relevant training.
QM 6.3 Infrastructure
Requirements
MSL reviews and provides the infrastructure needed to achieve conformity to product
requirements.
Infrastructure includes, as applicable:
Buildings, workspaces and associated utilities
Process equipment, both hardware and software
Appropriate supporting services, such as transport, communication or information
system
QM 6.4 Work Environment
Requirements
MSL provides the work environment that is conducive to achieve conformity to product
requirements, including cleanliness.
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QM 7.0 PRODUCT REALIZATION
QM 7.1 Planning Product Realization
MSL plans and develops necessary processes needed for product realization.
All the customer POs and drawings/specifications are directed to the Customer Service
Coordinator (CSC). The CSC creates a folder for each job allotting a unique job number.
This job number acts as primary identifier of that job throughout the entire realization
process. The CSC then creates a folder for each new job using the computer generated
job number. The CSC also enters details of customer name, address, job number, product
name and product number, quantity, price, supplier name and MSL’s PO number in a
Customer Order Form QF-04.
The CSC enters the requisite information from QF-04 required for the customization,
including outsourced activities, from customer PO, drawings, specifications, and
customer requirements in a Custom Requirements Form QF-05, and sends it back to the
supplier. In the absence of CSC, any cross-trained member of the MT assumes this
responsibility. If a C of C is required, the CSC completes the C of C on form QF-07 and
gets it signed by either the QMR or any member of MT in case of absence of QMR.
All (customized) logistics supplies (products) arrive in lots and are received by the
receiver (trained MH) in accordance to MSL’s WI-01. The Incoming Quality Inspector
inspects samples from the lots. The Incoming Quality Inspector records inspection details
for each shipment in the Incoming Inspection Checklist form QF-08. A green tag is
attached to the accepted lots along with a copy of QF-08. A red tag is attached to the
unacceptable lots.
A warehouse associate (trained MH) follows WI-02, which details the movement of
accepted received products into designated inventory. A Forklift or Raymond reach
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operator follows WI-03, which details the movement from of products from inventory
into storage.
An order picker (trained MH) follows designated WI-04 and receives Customer Order
Form QF-04 from the CSC’s outbox. In accordance to the WI-04 and QF-04, the order
picker picks the products from the storage and takes it to shipping. The shipper (trained
MH) responsibilities are out outlined in WI-05. The shipper verifies the ordered products
based on the Customer Order Form QF-04 and ensures everything is shipped in a timely
manner. In addition to their WI, all MHs also must follow Safety Precautions WI-06.
The unacceptable products are handled according to QSP-04. Daily delivered products
are recorded in Daily Performance Log form QF-09.
QM 7.2 Customer Related Processes
Determination of Requirements Related to the Product
MSL determines the requirements specified by the customer and other requirements
applicable to the product and as considered necessary by the organization.
Review of Requirements Related to the Product
MSL reviews the requirements related to the product prior to the organization’s
commitment to supply a product to the customer. Records of such reviews are
maintained. Where the customer provides no documented statement of requirement, the
customer requirements are confirmed by MSL before acceptance. Where product
requirements are changed, MSL ensures that relevant documents are amended and
corresponding personnel are informed of the changed requirements.
Customer Communication
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MSL determines and implements effective arrangements for communicating with
customers in relation to product information, contracts and amendments, and customer
feedback. All customer enquiries / orders are delivered to the CSC. In absence of the
CSC, any member of MT handles order and related enquiries.
MSL encourages its customers to send their enquiries in writing. The necessary
information from written enquiries is transferred to Contract Requirement Review form
QF-06. In case of verbal enquiries, the information is confirmed by repeating statements
and recorded onto form QF-06.
After evaluating and reviewing details in Contract Requirement Review form QF-06 and
QF-04, any member of the MT team checks off YES or NO about MSL’s capability of
meeting all the product related requirements. The CSC ensures that either YES or NO is
checked off before filing the review form QF-06 and QF-04. Formal quotation may be
issued using form QF-10, as required.
In case of customer’s verbal or telephonic proposal for modifications in specifications
(customization) / requirements, formal approval is initiated using form QF-05.
QM 7.3 Design and development
Out of scope and excluded.
QM 7.4 Purchasing
Purchasing Process
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MSL ensures that purchased product conforms to specific purchase requirements. MSL
evaluates and selects suppliers based on their ability to supply product in accordance with
the organization’s requirements.
Quality Manager or any member of the MT evaluates new suppliers based on ISO
registration, supplier system evaluation, or recommendation from a customer or
management. Major existing suppliers are re-evaluated once a year based upon prior
history or ISO registration. MSL maintains records of supplier evaluations using form
QF-11.
Purchasing Information
The requirements for products purchased by MSL are described in purchased orders or
contracts appropriately. Purchase requirements are reviewed for adequacy prior to their
communication to the supplier.
MSL’s supplier is required to maintain MTR for the supplied materials on file, for a
period of one year from the date of supply, and submit to MSL whenever requested to do
so. MTRs received from suppliers may be saved for reference or destroyed as required.
Verification of Purchased Product
Products purchased by MSL meet the specified purchased requirements of the
organization as well as that of customer.
All products received from the approved suppliers are to be inspected prior their
shipment. The Incoming Quality Inspector inspects these products. The Incoming Quality
Inspector records inspection details for each shipment in the Incoming Inspection form
QF-08. A green tag is attached to the accepted products and a red tag for unaccepted
products. The unacceptable products are identified with red tags and handled in
accordance with QSP-04.
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Receiver logs the receipt of materials in the Received Material Log on form QF-12 and
verifies in accordance with the concerned PO and WI-01.
Quality Manager or a qualified member of MT decides for the disposition of the received
unaccepted materials in accordance with QSP-04.
QM 7.5 Production Operation
Control of Production Provision
MSL controls operations involved in the production of all customizable products through
the Custom Requirements Form QF-05. Products are tracked throughout the
customization process. Operators are competent in use of suitable monitoring and
measuring equipment and conduct in-process inspection.
Identification and Traceability
MSL identifies the products throughout the production process appropriately. The
Custom Requirements Form QF-05 comprising all necessary details placed in a plastic
cover and travels along with the product to be customized. Products for inspection are
placed in a designated area clearly marked. Suitable tags, as mentioned in clause 7.1
above are used to identify the products. The tag bears the job number, the date of
inspection and the initials of the person who conducted the inspection.
Customer Property
MSL takes care of all customer-supplied materials and / or products under its control.
MSL identifies, verifies, and protects customer property provided for use or incorporation
into the product.
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Receipts of customer supplied samples / products are recorded in the Customer Material
Log form QF-13 and they are stored safely.
Customer supplied specifications are stored in separate folders of concerned jobs using
the job number as identifier. These specifications are translated onto form QF-05 and
may be photocopied in times of inspections. The Customer service Coordinator (CSC) is
responsible for handling all the specifications; in the absence of CSC, any qualified
member of the MT assumes this responsibility.
Any nonconformity or damage to the customer property is brought to the attention of any
member of the MT who then advises the customer of the situation. A formal decision
about disposition is taken after discussion with customer.
Preservation of Products
MSL preserves the products during internal processing and delivery to the intended
destination in order to maintain conformity to requirements. Courier companies are
responsible for preserving the product while in their custody and corresponding clause
has been incorporated in the contract with the courier companies. As applicable,
preservation includes identification, handling, packaging, storage, and protection.
QM 7.6 Control of Monitoring and Measuring Equipment
MSL ensures that accuracy and the validity of product characteristics by using controlled
monitoring and measuring equipment calibrated periodically to masters traceable to
recognized standards. In the event of non-availability of such standard, the basis used for
calibration or verification and criteria for acceptance is recorded. Calibration record is
maintained on form QF-14 and calibration schedule is maintained on form QF-15.
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The Quality Inspector records the pertinent details of all measuring devices on form QF-
14. The Quality Inspector, based upon the inputs from Quality Manager, Management
Team and manufacturer, decides the calibration schedule and frequency and records in
form QF-15.
QM 8.0 MEASUREMENT, ANALYSIS AND IMPROVEMENT
QM 8.1 General
MSL plans and implements appropriate processes, including data analyses needed to:
Demonstrate conformity to product requirements
Ensure conformity of the QMS
Continually improve the effectiveness of the QMS
QM 8.2 Monitoring and Measurement
Customer Satisfaction
MSL monitors information relating to customer perception of meeting requirements as
one of the key indicators of performance of the QMS.
Using annual Customer Satisfaction Surveys and Customer Satisfaction Reports, MSL
regularly reviews the satisfaction / dissatisfaction of its customers. Unresolved issues are
dealt with in Management Reviews.
Internal Audit
MSL conducts internal audits at planned intervals in accordance with Quality System
procedure QSP-03 covering the following:
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Conformity to planned arrangements
Conformity to the requirements of ISO 9001:2008
Conformity to the established QMS requirements
Effectiveness of their implementation and maintenance
An audit program is planned, taking into consideration the status and importance of the
processes and areas to be audited, as well as results of previous audits. Trained personnel
from various areas of the organization are used to conduct internal audits but they cannot
audit any area in which they normally work, to ensure objectivity and impartiality.
Monitoring and Measurement of Processes
QMS processes are monitored and measured to ensure that they achieve planned results.
When planned targets are not achieved, corrective actions are taken as appropriate.
Monitoring and Measurement of Product
Key characteristics of products are measured to verify that product requirements have
been met. This is carried out at appropriate stages of the product realization process in
accordance with the planned arrangements, as mentioned in clause 7.1. Evidence of
conformity and the acceptance criteria are mentioned.
QM 8.3 Control of Nonconforming Product
MSL identifies and controls nonconforming products in accordance with procedure QSP-
04. Records of the nature of nonconformance and any subsequent actions taken, including
concessions obtained, are maintained.
QM 8.4 Analysis of Data
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MSL determines, collects and analyzes appropriate data to demonstrate the suitability and
effectiveness of the QMS and to evaluate where continual improvement of the
effectiveness of the QMS can be made.
The analysis of data provides information relating to:
Customer satisfaction
Conformity to product requirements
Characteristics and trends processes and products including opportunities for
preventive actions
Suppliers
QM 8.5 Improvement
Continual Improvement
MSL continually improves the effectiveness of the QMS through the use of the quality
policy, quality objectives, audit results, analysis of data, training of employees, corrective
and preventive actions and management review.
Corrective action
MSL takes appropriate measures to eliminate the causes of nonconformities encountered
in order to prevent recurrence.
Documented procedure QSP-05 defines the requirements for:
Reviewing nonconformities (including customer complaints)
Determining the root causes of nonconformities
Evaluating the need for action to ensure that nonconformities do not recur
Determining and implementing action needed
Records of results of implemented action
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Reviewing the effectiveness of the implemented corrective action
Preventive Action
MSL determines appropriate actions to eliminate the causes of potential nonconformities
in order to prevent their occurrence.
Documented procedure QSP-06 defines the requirements for:
Determining potential nonconformities and their root causes
Evaluating the need for action to prevent occurrence of nonconformities
Determining and implementing action needed
Records of results of action taken
Reviewing the effectiveness of the implemented preventive action
Recommended