Context of Organization - ARTIC

ARABIAN TILE COMPANY LTD.

Context of Organization

In accordance with

Issue. Rev: 2.0, Date: 25.03.2018, Doc No: QM-001

Copyrights @ Arabian Tile Company Ltd., All rights reserved The material or any portion of it may not be copied in any form or by any means without express prior written permission of the Arabian Tile Company Ltd. Top Management, KSA. The information in this document is subject to change without notice. If you find any problem in the documentation, please report them in writing. The ARTIC does not warrant that this document is error-free.

Address:

H.O.: ARTIC Tower, Eastern Ring Road, between Exit 12 and 13,AL Rawadh, Riyadh, K.S.A.

FACTORY: 2nd Industrial area, Zone D, P.O. Box 143, Riyadh - 11383 Tel: +966 11 456 7714 Fax: +966 11 205 3078, +966 11 455 0672

Customer Service: 9200 11 575 Email: [email protected]

Web site: www.artic.com.sa

mailto:[email protected]

http://www.artic.com.sa/

Arabian Tile Company Ltd.

Quality Management System Manual

Issue. Rev: 2.0 Date: 25.03.2018 Doc: QM-001

This document is confidential and is the property of Arabian Tile Company Ltd. Under any circumstances, unauthorized use, copying or reproduction of this document by external party without written authorization from the management is strictly prohibited.

TABLE OF CONTENTS

0 INTRODUCTION ................................................................................................................................................... 5

0.1 GENERAL ........................................................................................................................................................... 5

0.2 QUALITY MANAGEMENT SYSTEM PRINCIPLES ........................................................................................................... 6

0.3 PROCESS APPROACH ............................................................................................................................................ 7

0.4 RISKED-BASED THINKING ...................................................................................................................................... 7

1 SCOPE .................................................................................................................................................................. 7

2 NORMATIVE REFERENCES ................................................................................................................................... 8

3 TERMS AND DEFINITIONS ................................................................................................................................... 8

4 CONTEXT OF THE ORGANIZATION .................................................................................................................... 10

4.1 UNDERSTANDING THE ORGANISATION AND ITS CONTEXT ......................................................................................... 10

4.2 UNDERSTANDING THE NEEDS AND EXPECTATIONS OF INTERESTED PARTIES .................................................................. 11

4.3 DETERMINING THE SCOPE OF THE QUALITY MANAGEMENT SYSTEM .......................................................................... 11

4.4 QUALITY MANAGEMENT SYSTEM ......................................................................................................................... 12

5 LEADERSHIP ....................................................................................................................................................... 14

5.1 LEADERSHIP & COMMITMENT FOR THE QUALITY MANAGEMENT SYSTEM ................................................................... 14 5.1.1 General .............................................................................................................................................................. 14 5.1.2 Customer Focus ................................................................................................................................................. 15

5.2 QMS POLICY ................................................................................................................................................... 16 5.2.1 Establishing the Quality Policy ........................................................................................................................... 16 5.2.2 Communicating a QMS Policy............................................................................................................................ 16

5.3 ORGANISATIONAL ROLES, RESPONSIBILITIES AND AUTHORITIES .................................................................................. 16

6 PLANNING FOR THE QUALITY MANAGEMENT SYSTEM ................................................................................... 17

6.1 ACTION TO ADDRESS RISKS AND OPPORTUNITIES .................................................................................................... 18

6.2 QMS OBJECTIVES AND PLANNING TO ACHIEVE THEM .............................................................................................. 19

6.3 PLANNING OF CHANGES ..................................................................................................................................... 19

7 SUPPORT ........................................................................................................................................................... 20

7.1 RESOURCES ...................................................................................................................................................... 20 7.1.1 General - Provision of Resources ....................................................................................................................... 20 7.1.2 People ................................................................................................................................................................ 21 7.1.3 Infrastructure .................................................................................................................................................... 21 7.1.4 Environment for the operation of processes .................................................................................................... 22 7.1.5 Monitoring and Measuring resources ............................................................................................................... 22 7.1.6 Organizational Knowledge ................................................................................................................................. 23

7.2 COMPETENCE ................................................................................................................................................... 23

7.3 AWARENESS..................................................................................................................................................... 23

7.4 COMMUNICATION ............................................................................................................................................. 24

7.5 DOCUMENTED INFORMATION.............................................................................................................................. 25 7.5.1 General .............................................................................................................................................................. 26





7.5.2 Creating and updating ....................................................................................................................................... 26 7.5.3 Control of Documented Information ................................................................................................................. 26

8 OPERATION ....................................................................................................................................................... 27

8.1 OPERATIONAL PLANNING AND CONTROL ............................................................................................................... 27

8.2 REQUIREMENTS FOR PRODUCT AND SERVICES......................................................................................................... 29 8.2.1 Customer Communication: ................................................................................................................................ 29 8.2.2 Determination of requirements related to Product and Services ..................................................................... 30 8.2.3 Review of requirements related to Product and Services ................................................................................. 30 8.2.4 Changes to requirements for Products and Services ........................................................................................ 30

8.3 DESIGN AND DEVELOPMENT OF PRODUCTS ........................................................................................................... 30 8.3.1 General .............................................................................................................................................................. 31 8.3.2 Design and Development Planning ................................................................................................................... 31 8.3.3 Design and Development Inputs ........................................................................................................................ 31 8.3.4 Design and Development Controls .................................................................................................................... 31 8.3.5 Design and Development Outputs ..................................................................................................................... 32 8.3.6 Design and Development Changes .................................................................................................................... 32

8.4 CONTROL OF EXTERNALLY PROVIDED SERVICES ....................................................................................................... 32 8.4.1 General .............................................................................................................................................................. 33 8.4.2 Type and extent of control of external provision .............................................................................................. 34 8.4.3 Information for external providers .................................................................................................................... 34

8.5 PRODUCTION AND SERVICE PROVISION ................................................................................................................. 34 8.5.1 Control of Production and Service Provision ..................................................................................................... 34 8.5.2 Identification and Traceability ........................................................................................................................... 35 8.5.3 Property belonging to Customers or external providers ................................................................................... 35 8.5.4 Preservation ...................................................................................................................................................... 35 8.5.5 Post Delivery activities ....................................................................................................................................... 36 8.5.6 Control of Changes ............................................................................................................................................ 37

8.6 RELEASE OF PRODUCTS AND SERVICES ................................................................................................................... 38

8.7 CONTROL OF NONCONFORMING OUTPUTS ............................................................................................................ 39

9 PERFORMANCE EVALUATION ........................................................................................................................... 40

9.1 MONITORING, MEASUREMENT, ANALYSIS AND EVALUATION..................................................................................... 40 9.1.1 General .............................................................................................................................................................. 40 9.1.2 Customer Satisfaction........................................................................................................................................ 41 9.1.3 Analysis and Evaluation ..................................................................................................................................... 41

9.2 INTERNAL AUDIT ............................................................................................................................................... 42 9.2.1 General .............................................................................................................................................................. 42 9.2.2 Internal audit program ...................................................................................................................................... 42

9.3 MANAGEMENT REVIEW ..................................................................................................................................... 43 9.3.1 General .............................................................................................................................................................. 43 9.3.2 Management Review Input ............................................................................................................................... 43 9.3.3 Management Review output ............................................................................................................................. 43

10 IMPROVEMENT ................................................................................................................................................. 44

10.1 GENERAL ......................................................................................................................................................... 44

10.2 NONCONFORMITY AND CORRECTIVE ACTION .......................................................................................................... 45

10.3 CONTINUAL IMPROVEMENT ................................................................................................................................ 46

11 REFERENCE DOCUMENTS ................................................................................................................................. 47





0 INTRODUCTION

0.1 General

Arabian Tile Company Limited – ARTIC is one of the largest manufacturer of Terrazzo Tiles, Blocks, Grinding Stones, and Glass Reinforced Concrete in Saudi Arabia.





ARTIC was established in 1977, as a part of the AICO Group, which owns about thirty companies in various fields of manufacturing and services: such as factories, construction, insurance, etc.

Saudi GRC which was established in 1982 was merged with ARTIC in 1993, to become one of the major important national companies in this field.

At the beginning of 1995, ARTIC operated the most modern factory in the Middle East for automatic production of steps. This has made it distinguished for its way of manufacturing steps, and thresholds.

ARTIC has three factories located in strategic locations through the kingdom; two of them are located in the 2nd industrial City in Riyadh and on in Jeddah.

Jeddah Plant was established in 2006 and considered using the latest technology in the western side of the Kingdom with higher production capacity among other competitors.

At ARTIC we pride ourselves with our solid track record of innovation, high product standards and commitment to our customers

Experience of good project execution with major construction and contracting companies in KSA and in the region.

VISION STATEMENT

Our vision is to establish ARTIC as the Preferred suppliers of Tiles, GRC, GPS and blocks products for major construction and contracting companies in KSA. Whereas for consumer to establish ARTIC as the high end retailer of choice.

MISSION STATEMENT

Our mission is to provide our regional customers superior products and services. This will motivate our customers to reward us with leadership sales and profit.

0.2 Quality Management System Principles

Arabian Tile Company ltd. has adopted and realizes the benefits of Quality Management Principles into our daily activities. The intent of the Quality Management Principles is to provide a foundation to continually improve upon the Company’s performance. Subsequent sections of the QMS Context of Organization will provide full commitments of the following elements: Customer focus; leadership; Communications and engagement of our people; Process approach; Improvement; Risk & opportunity as well as evidence-based decision making; Relationship management.





0.3 Process Approach

Arabian Tile Company ltd. has adopted the “Process Interaction” into our daily operations including the PDCA Cycle. We have considered the utilization of Risk-Based Thinking Philosophy when developing, implementing, and improving the effectiveness of our Quality Management System. This approach will enable Arabian Tile Company ltd. to enhance the overall performance of the Company by effectively controlling the interrelationships and the interdependencies among the QMS processes. The implementation of the “Process Approach” in our QMS enables for:

The understanding and consistency with achieving Customer specific requirements; The consideration of our processes in terms of added value; The achievement of effective process performance; Improvement of our processes based on the evaluation of data and information.

0.4 Risked-Based Thinking

The implementation of risk-based thinking is an essential tool for achieving and maintaining an effective QMS. Arabian Tile Company ltd. effectively plans and implements various actions to address risks and opportunities to maximize the outcomes including, but not limited to achieving improved results and preventing negative effects of our QMS.

1 SCOPE

The scope of this Quality Management System covers production facility for the “Design, Manufacture and Installation of terrazo and concrete tiles, decorative terrazo tiles, GRC blocks, GRP products, pre-cast and grinding stones”. The company is committed to ensuring that all of its operations comply with the Quality Management System requirements ISO 9001:2015, which is mandatory on all staff.





This Quality Manual describes the method of application of requirements for the quality management system according to ISO 9001:2015.

2 NORMATIVE REFERENCES

The following documents, in whole or in part, are normatively referenced in the document and are indispensable for its application. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies.

ISO 9001:2015 – Quality Management System Requirements.

ISO19011:2011-Guidelines for Auditing Management System

Legal and Statutory Saudi Arabia Requirements related to this business.

3 TERMS AND DEFINITIONS

ARTIC :Arabian Tile Company ltd. Product :End result of a Process. Customer :The recipient of a product or service. QMS :Quality Management System QSP :Quality System Procedures. QMM :Quality Management System Manual. WI :Work Instructions. CL :Calibration I & T :Identification and Traceability Supplier :Main Contractor, Subcontractor or Vendor. PFD :Process Flow Diagram Organization

Refers to the unit to which QMS applies (Arabian Tile Company ltd.).

Quality

The totality of features and characteristics of a service that bears on its ability to satisfy stated or implied needs.

Audit

Systematic examination to determine whether activities and related results confirm to planned arrangements and whether these arrangements are implemented effectively and are suitable for achieving the organization’s policy and objectives.

Competence

Ability to apply knowledge and skills to achieve intended results.

Compliance obligations

Legal requirements and other requirements that an organization has to comply with and other requirements that an organization has to or chooses to comply with.

Conformity





Fulfilment of a requirement.

Continual improvement

ARTIC has implemented the continual improvement process by regular Monitoring and Measuring, and through the Corrective Action for occurred and potential non conformity and also by the Management Review Process of enhancing the Quality Management system, to achieve improvements in overall Quality performances, in line with the organization’s QMS policy.

Corrective action

Action to eliminate the cause of a nonconformity and to prevent recurrence.

Documented information

Information required to be controlled and maintained by an organization and the medium on which it is contained.

Effectiveness

Extent to which planned activities are realized and planned results achieved.

Interested parties

Individual or group concerned with or affected by the QMS performance of an organization.

Life Cycle

Consecutive and interlinked stages of a service system, from raw material acquisition or generation from natural resources to final disposal.

Management System

Set of interrelated or interacting elements of an organization to establish and processes to achieve those objectives.

Monitoring

Determining the status of a system, a process or an activity.

Measurement

Process to determine a value.

Non-conformance

Any deviation from work standards, practices, procedures, regulations, management system performance etc. that could either directly or indirectly lead to injury or illness, property damage, damage to the workplace environment, or a combination of these and/or potential damage to the environment.

Objectives

Goals, in terms of QMS performance, that an organization sets itself to achieve.

Outsource

Make an arrangement where an external organization performs part of an organization’s function or process.

Performance

Measurable result.

Process





Set of interrelated or interacting activities which transforms inputs into outputs.

Risks and Opportunities

Potential adverse effects {threats) and potential beneficial effects {opportunities).

Quality Management system

Part of the overall management system that facilitates the management of the QMS risks associated with the business of the organization. This includes the organizational structure, planning activities, Quality Control, Quality Assurance, responsibilities, practices, procedures, processes and resources for developing, implementing, achieving, reviewing and maintaining the organization’s QMS policy.

Performance

Measurable results of the Quality Management system, related to the organization’s control of Quality of the services on its QMS policy and objectives.

NOTE: Performance measurement includes measurement of Quality Management activities and results.

Requirement

Need or expectation that is stated, generally implied or obligatory

Risk

Combination of the likelihood and consequence(s) of a specified hazardous event occurring.

Risk assessment

Overall process of estimating the magnitude of risk and deciding whether or not the risk is tolerable.

Tolerable, risk

Risk that has been reduced to a level that can be endured by the organization having regard to its legal obligations and its own QMS policy.

Inspection

Activities such as examining, testing one or more characteristics of the design and comparing the results with specified requirements to establish whether conformity is achieved for each characteristic.

4 CONTEXT OF THE ORGANIZATION

4.1 Understanding The Organisation And Its Context

ARTIC identified the processes needed for the quality management system, their application throughout the organization, the interaction between these processes and the criteria and methods needed as per Process Interaction (QM-007). A list of quality management system processes is enclosed at F001-1. The interaction of the processes are described in (QM-007). ARTIC ensures the availability of resources and information necessary to support the operation and monitoring of these processes.





ARTIC has determined external and internal issues that are relevant to its purpose and its strategic direction and that affect its ability to achieve the intended results of its Quality Management System. ARTIC has monitored and reviewed the information about these external and internal issues or concerns (QM-002 Issue and Risk Register).

External context has been facilitated by considering issues arising from legal, technological, competitive, market, cultural, social, environments, whether international, national, regional or local.

Internal context has been facilitated by considering issues related to values, culture, behavioral aspects, knowledge and performance of the organization.

4.2 Understanding the Needs and Expectations of Interested Parties

Due to their impact or potential impact on the organization’s ability to consistently meet Customer and applicable statutory and regulatory requirements related to QMS requirements, ARTIC has determined:

a. The interested parties that are relevant to the Quality Management System;

b. The requirements or concerns of those interested parties that are relevant to the Quality Management System is updated in Interested Parties and their concern form (QM-003 Interested Parties and their Concern). ARTIC has monitored and reviewed the information about these interested parties and their relevant requirements.

c. Interested parties and their concerns are identified and documented in (QM-003 Interested Parties and their Concern).

4.3 Determining The Scope Of The Quality Management System

The Organization has established and maintained Quality Management System that include Scope of the Quality Management System.

ARTIC has determined the boundaries and applicability of the Quality Management System to establish its scope. When determining this scope, ARTIC has considered:

a. The external and internal issues referred to in 4.1 which will include compliance by ARTIC and its Main contractors for the Quality measures defined by the Government agencies including the Saudi Labor Law, Ministry of Interiors (Police Department), Muncipality, Civil Defense, GOSI and International Organization for Standardization for ISO 9001:2015.

b. The requirements or concerns of relevant interested parties referred to in 4.2 which includes the ARTIC Main Contractors, Subcontractors, Departments of ARTIC, Government Bodies etc.

The Product & Services (Interlock, Tiles, Outdoor Furniture Products, Glass Fiber Reinforced Concrete, Glass Fiber Gypsum & Glass Fiber Plastic and Grinding & Polishing Stones) of the organization. c. ARTIC respects and complies with the International Standards, Codes, GOSI, Civil Defense and

ministry of Labor, regulations and guidelines.

4.3.1 Exclusions.

All the requirements specified by the ISO 9001:2015 are applied





4.3.2 ARTIC Products and Service range include the following :

This Context of organization clearly specifies the scope related to Arabian Tile Company ltd. services under the range of its scope.

Production of Interlock, Tiles, Outdoor Furniture Products, Glass Fiber Reinforced Concrete, Glass Fiber Gypsum & Glass Fiber Plastic and Grinding & Polishing Stones.

This is the first level document, which outlines the Quality Management System of the company and shows how, the requirements of ISO9001:2015 standard is met through effective implementation of the system. 4.3.3 Interested Parties

“Interested parties” are those stakeholders who receive our Services, who may be impacted by them, or those parties who may otherwise have a significant interest in our company. The interested parties applicable to ARTIC are listed in (QM-003) Interested Parties and Their Concern, along with their concerns and requirements. This includes both internal and external parties. The interested parties are summarized in QM-003 of this Context of Organization. 4.4 Quality Management System

To achieve the intended outcomes, including enhancing its QMS performance, ARTIC has established, implemented and will maintain and continually improve a Quality Management System, including the processes needed and their interactions (QM-007), in accordance with the requirements of this International Standard.

The organization shall consider the knowledge gained in 4.1 and 4.2 when establishing and maintaining the Quality Management System.

ARTIC has :

a. Identified the processes, needed for the Quality Management System, and their application throughout the Organization, the outsourced processes, if any, that affect conformity with requirements, have also been identified. Apart from their identification, ARTIC has also identified the controls over their processes in order to ensure service conformity.

b. Determined the criteria and the methods needed to ensure that both the production and control processes are effective. This has been done while planning for the processes which is shown in process interaction enclosed in (QM-007).

c. Ensured the availability of resources and information necessary to support the monitoring of these processes. These have been determined and verified at the time of planning the processes.

d. Decided to monitor, measure and analyze the above identified processes, and

e. Implemented actions necessary to achieve the planned results against decided, thereon the continual improvement of these processes.

These processes are managed by the Organisation in accordance with the requirements of ISO 9001:2015.





4.4.1 ARTIC has established, implemented, maintained and improved a Quality management system, including the processes needed and their interactions, in accordance with the requirements of this international standard.

The outsourced process, if any, that affect Product conformity with requirement, have also been identified. Apart from their identification, the organization has also identified the control over their processes in order to ensure service conformity.

ARTIC has determined the processes needed for the Quality Management System and their application throughout the organization and has determined:

a. The inputs required and the outputs expected from these processes;

b. The sequence and interaction of these processes;

c. The criteria, methods, including Measurements and related performance indicators needed to ensure the effective operation, and control of these processes;

d. The resources needed for these processes and ensure their availability;

e. The assignment of the responsibilities and authorities for these processes;

f. The risks and opportunities are identified and to address it, appropriate actions are to be planned and implemented.

g. The methods for monitoring, measuring, as appropriate, and evaluation of processes and, if needed, the changes in processes to ensure that they achieve intended results.

h. Opportunities for improvement of the processes and the Quality Management System. ARTIC has maintained documented information to the extent necessary to support the operation of processes and retained documented information to the extent necessary to have confidence that the processes are being carried out as planned.

The ARTIC processes have been categorized in 3 major classes:

a. Main Product Realization Process, which serve for the fulfillment of the ARTIC specified Quality Objectives, includes production of:

Interlock

Tiles

Outdoor Furniture Products

Glass Fiber Reinforced Concrete

Glass Fiber Gypsum

Glass Fiber Plastic and Grinding & Polishing Stones

b. Supporting Process i.e Processes supporting the main processes are as follows:

Human resources management Financial resources management Maintenance and service Purchasing and Stores Management Control of measuring & monitoring devices





Monitoring and measurement of processes Analytical activity and testing Transportation (outsourced process) Informatics (IT) Preservation & Identification of Products

c. Management Process i.e Processes necessary for management of the ARTIC and related to the quality management system are as follows:

Training and Administration management Process Determination of organizational structure and Quality Assurance Process Determination of job descriptions including responsibility and authority Management review, Quality Policy and Objectives Analysis and improvement

4.4.2 To the extent necessary, ARTIC has:

a. Maintained documented information includes procedures, records, policy and objectives to support the operation of its processes.

b. Documented information retained to have confidence that the processes are being carried out as planned.

c. Devised a “strategic direction” which is documented in the records of management review.

5 LEADERSHIP

5.1 Leadership & Commitment For The Quality Management System

5.1.1 General

ARTIC top management ensures that the Customer requirements are understood throughout the organization and the importance of complying these requirements are communicated. ARTIC periodically conducts staff/department meetings and discuss the importance of complying the following,





Customer Requirements Service Conformity Risk & Opportunities QMS Objectives Monitoring & Measuring Continuous Improvement Goals

Management Reviews are conducted by top management along with the respective process owners periodically as per Management Review Process, and ensures the availability of resources.

Top management has demonstrated leadership and commitment with respect to the Quality Management System by:

a. Maintain a high Profile in leading the QMS Awareness Strategy to assure compliance with requirements and taking accountability of continually improving the effectiveness of the Quality Management System operated;

b. Ensuring that the QMS policy and QMS objectives are established and are compatible with the strategic direction and the context of the organization;

c. Ensuring the integration of the Quality Management System requirements into the organization’s business processes;

d. Ensuring that the resources needed for the Quality Management system are available;

e. Communicating the importance of effective Quality Management and of conforming to the Quality Management system requirements;

f. Ensuring that the Quality Management system achieves its intended outcomes;

g. Directing and supporting persons to contribute to the effectiveness of the Quality Management system;

h. Promoting continual improvement;

i. Supporting other relevant management roles to demonstrate their leadership as it applies to their areas of responsibility.

5.1.2 Customer Focus

Top management has demonstrated leadership and commitment with respect to Customer focus by ensuring that:

a. ARTIC ensures the identification and fulfillment of Customer needs as per the (Sales Control Procedure – P008 )

b. Applicable statutory and regulatory requirements are determined and met;

c. The risks and opportunities that has affected conformity of Product & Services and the ability to enhance Customer satisfaction are determined and addressed;

d. The focus on consistently providing Product & Services that meet Customer and applicable statutory and regulatory requirements is maintained;





e. The focus on enhancing Customer satisfaction is maintained;

f. Top Management ensures that Customer requirements are identified and achieved through contract reviews and Measurement of Customer satisfaction and dissatisfaction;

5.2 QMS Policy

5.2.1 Establishing the Quality Policy

Top management has established, implemented and maintained the QMS policy that, within the defined scope of its Quality Management system:

a. Is appropriate to the purpose and Quality Management system Manual, including the nature, scale and QMS impacts of its activities and services;

b. Provides a framework for setting QMS objectives;

c. Includes a commitment to satisfy applicable requirements, safety of the workers while carrying out the activities in Arabian Tile Company ltd.;

d. Includes a commitment for improvement of the Quality Management System and fulfill its compliance obligations;

5.2.2 Communicating a QMS Policy

a. Is maintained as documented information;

b. Is communicated within the organization by displaying it at all the prominent location in the office and other facilities in the office, also it was communicated to the employees in the awareness session. Whenever a new hiring is done, it shall be communicated in the induction training.

c. Is available to interested parties verbally and through mails.

5.3 Organisational Roles, Responsibilities and Authorities

The Management of the Organization has defined the responsibilities and authorities of the personnel within the Quality Management System and communicated the same within the organization. The Arabian Tile Company Ltd.’s organizational structure is shown in QM-008.

The responsibility and authority of different key personnel in relation to Quality Management System are demarcated keeping in view the main activity of each department. In addition, they are also responsible for:

Identifying QMS related problems encountered in their area of activity, Initiating action to prevent the occurrence of any non-conformity related to QMS and QMS

systems, Initiating, recommending or providing solutions through designated channels, verifying the

effectiveness of solutions implemented, Control of non-conformance in their area of activity.

a. General Manager – is responsible for all operation in ARTIC and is authorized to provide necessary guidance and resources to the unit.

b. The specific responsibilities and authorities for the various positions are detailed in Job Descriptions as well as in respective procedures. In the compilation of Job Descriptions





consideration is given to the responsibility, authority and interrelation of personnel managing, performing or verifying work affecting quality of the final products and services.

c. All Department Heads / In-charges are responsible and authorized (their areas in addition).

Ensuring implementation and maintenance of the organization’s Quality Management System. Identifying and resolving quality problems in their area of manufacturing. Monitoring trends and current levels in QMS and operational performance. Ensuring proper cleanliness of premises and work environment. Identification and implementation of corrective actions to eliminate cause of non-conformities /

non-conformance, Customer complaints and processes which become non-complaint with specified requirements.

Maintaining QMS records. Implementation of the decisions taken in Management Review Meetings. Submitting necessary information for Management Review, as per agenda. Identification of gaps in the competence level and identification of training needs.

d. Quality Management Representative is Authorized and Responsible for

Overseeing the establishment of Quality Management System. Monitoring the effectiveness of implementation. Maintaining & updating QMS System. Reporting effectiveness of QMS System to Top Management. Organizing QMS related training, Internal QMS Audits & Management Review Meetings etc. Liaison with Customers on Quality Management System. Ensuring the promotion and awareness of Customer requirements throughout the organization. Reporting to the top management on the performance of Quality Management System. Coordination and communication with external parties on matters related to ISO 9001

registration.

6 PLANNING FOR THE QUALITY MANAGEMENT SYSTEM

Our Quality Management System is aimed at satisfying Customer requirements and is implemented at all stages of company's operations effecting the Product & Service quality. To achieve this goal each and every employee of ARTIC contributes to implement the Quality Management System which has been developed according to the ISO 9001:2015 guidelines.

To assure that a quality standard satisfying all contractual requirements is maintained, a Quality Plan is followed for each customer’s order. The Quality Plan contains all contractual requirements, tests, test methods, test frequencies and acceptance specifications for the product.





Basic raw materials used for production of Interlock, Tiles, Outdoor Furniture Products, Glass Fiber Reinforced Concrete, Glass Fiber Gypsum & Glass Fiber Plastic and Grinding & Polishing Stones are procured from established and reputed suppliers. Quality Control Assurance Department evaluates the performance of ARTIC products and services. Stage wise inspection of product ensures the product quality to meet or exceed the customer requirements. Various Statistical Quality Control Techniques are used for analyzing and interpreting the process capability and product performance.

Finished products before being dispatched to customer are subjected to various tests to ensure and assure that they exhibit excellent field performance that always meet or exceed the customer requirements.

6.1 Action to Address Risks and Opportunities

6.1.1 Risk and Opportunities

a. Management has identified risks and opportunities related to the issues of concern identified in the Issue and Risk Register (QM-002).

b. In the Issue and Risk Register, each risk and opportunity has been noted, along with the primary process involved, priority, and a bias. The “bias” identifies if the issue is a risk, an opportunity, or some blending of the two.

c. Management has then determined a treatment method for each risk or opportunity. Risks are managed to reduce their likelihood and consequence, while opportunities are managed to increase their likelihood and consequence. Blended issues may require more complex treatment.

d. Where a risk is determined to be treated via a Failure Mode Effects Analysis (FMEA) style treatment, these were then entered into the Risk Register (QM-002).

e. While planning for the Quality Management System, the organization has considered the issues, their requirements and determined the risks and opportunities that need to be addressed to:

Give assurance that the Quality Management System has achieved its intended result. Prevent, or reduce, undesired effects. Legal compliance obligations. Give assurance that the Quality Management system can achieve its intended outcomes.

Within the scope of the Quality Management System, the organization shall determine potential emergency situations, including those that can have potential activities that affects the health and safety of the people.

6.1.2 ARTIC has planned

a. Actions to address these risks and opportunities

b. How to:

Integrate and implement the actions into its Quality Management System processes. Evaluate the effectiveness of these actions.

Actions taken to address risks and opportunities is proportionate to the potential impact on the conformity of Product and Services.





Options to address risks and opportunities includes: avoiding risk, taking risk in order to pursue an opportunity, eliminating the risk source, changing the likelihood or consequences, sharing the risk, or retaining risk by informed decision.

Opportunities leads to the adoption of new practices, opening new markets, addressing new Customers, building partnerships, using new technology and other desirable and viable possibilities to address the organization’s or its Customers’ needs. 6.2 QMS Objectives and Planning to Achieve them

6.2.1 QMS Objectives

ARTIC establishes the QMS objectives at relevant levels/functions of the organization and prepare plans to achieve these company's objectives. These objectives are chosen to be consistent with the ARTIC QMS policy. The objectives are measurable, monitored and updated as appropriate and is also relevant to conformity of Product & Services, legal requirements, inputs of interested parties, and the enhancement of Customer satisfaction. Customer contractual requirements are defined and communicated to staff as QMS objectives.

Top Management ensures that the resources needed to achieve the QMS objectives are identified and planned. Planning is conducted to ensure changes to the Quality Management system are Conducted in a controlled manner and the integrity of the QMS management system is maintained. 6.2.2 Planning actions to achieve QMS objectives

When planning how to achieve its QMS objectives, the organization has determine:

a. Objective shall be documented and distributed to respective department heads.

b. Objective monitoring tool has been prepared.

c. Department heads are responsible to achieve their departmental objective in the given time frame.

d. Each Department has different time frame to achieve its objectives.

e. These objectives are monitored by QMS department through objective monitoring.

The organization has consider how actions to achieve its QMS objectives can be integrated into the organization’s business processes.

6.3 Planning Of Changes

Where the organization determined the need for change to the Quality Management System the change is carried out in a planned and systematic manner. ARTIC considered:

a. The purpose of the change and any of its potential consequences

b. The integrity of the Quality Management System

c. The availability of resources

d. The allocation or reallocation of responsibilities and authorities





7 SUPPORT

7.1 Resources

7.1.1 General - Provision of Resources

ARTIC determines and provides the resources needed to establish, implement, maintenance and continual improvement of Quality Management System.

ARTIC management have committed to provide adequate resources, defining roles, allocating responsibilities, accountabilities delegating authorities to promote effective implementation of QMS.





ARTIC has appointed a Quality Management Representative for ensuring that the Quality Management System is properly implemented and performing to requirements in all locations and spheres of operation within ARTIC. He shall be responsible for:

a. Ensuring that Quality Management system requirements are established implemented and maintained.

b. Ensuring that reports on the performance of the Quality Management system are presented to top management for review and as a basis for improvement of the Quality Management system.

c. Maintaining QMS records.

7.1.2 People

Personnel performing work effecting conformity to Product & Service quality will be competent on the basis of appropriate education, training, skills and experience. The levels of Competency required will be documented and provide input to the Company’s Training Program.

ARTIC determines the necessary competency level of employees performing work effecting conformity to the Product requirement based on the qualifications, experience and skills. At least once a year training needs of employees are evaluated based on employee profiles and job profiles by Department Heads. Department Head recommends training needs either in the Staff Evaluation / Appraisal Form or by labor evaluation form and forwards it to management. Training requirement in Quality Management System related areas and work related areas are included in the recommendation. General Manager approves the recommendation and training program is arranged by QMS in consultation with Department Head either in-house or by external agencies. Training, education, skills and experience of key employee are maintained by HR & Training In-charge. Through one -to-one or group interactions the employees are made aware of the importance of their activities to achieve the quality objectives. All these activities are detailed in (Training and Awareness Procedure -P005).

7.1.3 Infrastructure

The Organization identifies and determines the requirement at the time of planning for Product realization. The infrastructure considered during planning includes:

a. Adequate buildings for processing, inspections.

b. Adequate workspace for working and better house keeping, processing and storage.

c. Required process equipment / machinery (both hardware and software) which can meet for converting the inputs into required outputs at relevant stages of processing and can meet the customer requirements.

d. Suppporting services, such as transport for movement within and outside the organization and required means of communication (like telephone, telefax, email).

The Organization has also established a process for maintaining the above infrastructure by conducting preventive and breakdown maintenance in order to ensure their continuing suitability. The data related to maintenance is analyzed and Maintenance objectives are framed for continual improvements.





7.1.4 Environment for the operation of processes

ARTIC has determined, provided and maintained the environment necessary for the operation of its processes and to achieve conformity of Product.

A suitable environment for the operation of processes includes a combination of human and physical factors such as;

a. Social : Non- discriminatory, calm, non-confrontational

b. Psychological : Stress-reducing, burnout prevention, emotionally protective

c. Physical : Temperature, heat, vibration, ergonomics, humidity, light, airflow, hygiene, noise

d. maintaining the premises in a state of good odor, cleanliness and equipped with fire extinguishers at designated locations, fire fighting system, security system, safety instructions at work place, safety PPE (Personal Protective Equipments) and masks are used where appropriate during handling, storage, loading or unloading and proper housekeeping.

7.1.5 Monitoring and Measuring resources

All Monitoring and Measuring Devices employed in the assurance of product quality will be listed, planned and assured suitable and appropriate to the criticality of measurement or test specified.

Equipment will be registered, uniquely identified and subject to calibration and certification against reference standards traceable to International or National Standards or in house Standards recognized within the Industry.

The Calibration status of each item of equipment will be maintained and calibration records established would be closely monitored to ensure that re-calibration takes place prior to any probable change in accuracy that may be significant to the assurance of product quality.

To ensure the valid results monitoring and measuring equipments are:

a. Selected for the appropriate monitoring with the accuracy and precision in accordance with specification requirements;

b. Calibrated at prescribed intervals against known standards and are directly traceable to National/International calibration standards.

c. Destroyed and replaced the monitoring equipments that cannot be re-calibrated within the required accuracy.

d. Identified by specific identification number and calibration status.

e. Calibrated or verified at specified intervals or prior to use; against measurement standards, through outside calibration agency, traceable to international measurement standards; where no such standards exist, the basis used for calibration or verification are recorded.

f. Adjusted or readjusted if found to be out of calibration, as necessary

g. Safeguards from adjustments, as applicable, that would invalidate the measurement result

h. Protected from damage and deterioration during handling, maintenance and storage by imparting training to the users of such devices





Methods and rules used for the control of monitoring and measuring equipments are documented in the Procedure (Control of Monitoring & Measuring Equipment Procedure - P016) and successive work instructions include types of equipment, unambiguous identification, location, frequency of inspection, calibration methods including adjustments and readjustments and acceptance criteria.

Calibration is carried out in compliance with ISO 10012 and ensure that the environmental conditions are suitable for the calibrations, inspections, measurement and test being carried out. Calibration is in relation to master units or reference equipment which are related to an international and national master unit. Calibration is in compliance with a factory standard if there is no reference master unit. Inspection, measurement and testing equipment are identified and calibrated prior to first use. In case a device found to be out of calibration / validation, the information is given to user department for assessing and recording the validity of the previous measuring results. The organization takes appropriate actions on the equipment and any product affected by such measurements. QC In charge maintains records of the results of external calibration and verification.

7.1.6 Organizational Knowledge

ARTIC has determined the knowledge necessary for the operation of its processes and to achieve conformity of product. This knowledge is maintained, and made available to the extent where necessary.

When addressing changing needs and trends, the organization has considered its current knowledge and determine how to acquire or access the necessary additional knowledge.

Organizational knowledge includes information such as intellectual property and lessons learned.

To obtain the knowledge (confidential) required, the organization has considered:

a. Internal sources (e.g. learning from failures and successful projects, capturing undocumented knowledge and experience of topical experts within the organization);

b. External sources (e.g. standards, academia, conferences, gathering knowledge with Customers or external providers-suppliers).

7.2 Competence

ARTIC has:

a. To determined the requirement competence for the personnel performing work affecting QMS in terms of criticality of the process thorugh defined “Compentency Matrix” QM-009.

b. To provide structured / unstructures training (i.e. on job traning / coaching under the supervision of the seniors) to the identified personnel to satisfy and meet their training needs;

c. To evaluate, after a defined period, the effectiveness of the structured / unstructured training provided to know the progress in their achievements,

d. where applicable, take actions to acquire the necessary competence, and evaluate the effectiveness of the actions taken.

7.3 Awareness





The organization has taken proper measure to ensure that persons doing work under the organization’s control are aware of:

a. The QMS policy,

b. The significant Quality control associated with their work,

c. Their contribution to the effectiveness of the Quality Management System, including the benefits of improved performance. Employee of the month will get the reward and benefit for complying to the QMS standard and policy,

d. The implications of not conforming with the Quality Management System requirements, including not fulfilling organization’s compliance obligations,

e. Determines the necessary competence for personnel performing work affecting conformity to ARTIC production requirements,

f. Provides training or take other actions to achieve the necessary competence level for the personnel who perform activities addressed in the quality system,

g. Evaluates the effectiveness of the actions taken,

h. Ensures that it’s personnel are aware of the relevance and importance of their activities and how they contribute to the achievement of the quality objectives,

i. Ensures that the personnel whose work affect quality are well informed and aware about the consequences of nonconformity to quality requirements and

j. Maintains appropriate records of education, training, skills, and experience.

Accordingly all personnel will be employed, suitably qualified, to carry out their allotted tasks and particularly where such tasks may impact on QMS in the workplace.

Special attention shall be given to the initial induction training of new employees, or employees assigned to new tasks whilst gaining the required levels of proficiency of particular importance.

Training will be carried out in accordance with QMS Competency matrix designed to:

a. Support the Company’s QMS Policy and Strategy.

b. Provide awareness of individual and responsibilities for QMS.

c. Provide the basic skills necessary to carry out the tasks effectively, with particular emphasis upon the significant QMS impacts of the work, the importance of conformance to Policies and Procedures.

d. Highlight the potential consequences of deviating from the specified Procedures.

e. Encourage professional growth and the acquisition of skills.

Records of training will be maintained, the effectiveness of training provided will be reviewed and the benefits derived from training provided will be monitored to provide input to future training strategy. 7.4 Communication

7.4.1 General





The organization establish, implement and maintain the processes needed for internal and external communications relevant to the Quality Management System including:

a. On what to communicate;

b. When to communicate;

c. With whom to communicate;

d. How to communicate.

e. Who communicates

7.4.2 Internal Communication

a. Internal communication regarding the quality system flows two ways

The management communicates to the ARTIC employees-the quality policy, quality objectives, customers requirements, statutory and statutory and regulatory requirement related to the ARTIC Manufacturered products such as Interlock, Tiles, Outdoor Furniture Products, Glass Fiber Reinforced Concrete, Glass Fiber Gypsum & Glass Fiber Plastic ” and Grinding & Polishing Stones and instructions on how to implement and use the quality system.

The ARTIC employees communicates to the management, information and data regarding customer needs and expectations, customer satisfaction, quality performance, the effectiveness of the quality system, and opportunities for improvement.

b. The information is communicated through manuals, procedures, quality records, reports, emails ad memos etc.; and through training, on-the-job instruction, and meetings.

c. Management review meetings have a special role in ensuring proper communication between the top management and the ARTIC employees. The meeting provides the framework for the ARTIC to report on the status of quality-related issues and activities, and for the management to formulate policies and directives to change and / or improve the quality system.

d. The Quality Management Representative has overall responsibility for ensuring that all pertinent documents, reports and records are distributed to appropriate functions, and that information and data about quality performance and the effectiveness of the quality system are reported to the top management.

e. The communication within the information system of the ARTIC by way of emailing network system and is in compliance with the communication principles and confidentiality, protected by antivirus and anti spam system within the ARTIC. Control of data flows in those networks, their reliability, data securing and protection are in competence of the ARTIC’s Information Technology Policy.

7.4.3 External Communication

ARTIC externally communicate information relevant to the QMS, as established by the organization’s communication processes and as required by its compliance obligations.

7.5 Documented Information





7.5.1 General

ARTIC’s Quality Management system has include:

a. documented information required by this International Standard;

b. documented information determined by the organization as being necessary for the effectiveness of the Quality Management System.

ARTIC has established and operates a formally documented Quality Management System designed to clearly define QMS policy, objectives, scope of Quality Management System, interaction and reference to related documents with Quality Management Systems responsibilities, accountabilities and operational practices.

7.5.2 Creating and updating

When creating and updating documented information, the organization has ensure appropriate:

a. identification and description {e.g. a title, date, author, or reference number);

b. format {e.g. language, version) and media {e.g. paper, electronic);

c. review and approval for suitability and adequacy.

7.5.3 Control of Documented Information

7.5.3.1 Documented information required by the Quality Management System and by this International Standard has been controlled to ensure:

a. it is available and suitable for use, where and when it is needed;

b. it is adequately protected {e.g. from loss of confidentiality, improper use, or loss of integrity).

7.5.3.2 For the control of documented information, the organization has address the following activities as applicable:

a. distribution, access, retrieval and use, through Document Issue Sheet (F001-2);

b. any hard copy of procedures will be considered as uncontrolled, if not clearly stamped with “Controlled Copy” on the front page;

c. control of changes through Document Change Request (F001-3);

d. obsolete documents either removed or restricted in any folder will be kept for reference purposes only. The hard copy of the obsolete documents are retained with “Obsolete Stamp” on the front page of the document. All obsolete or previous revisions of Quality documents shall be used for reference only. A master list will be available to identify all documents of the Quality System, with their current revision status. Changes to documents are reviewed and approved using the same mechanism used to perform the original review and approval.

Documented information of external origin determined by the organization to be necessary for the planning and operation of the QMS shall be identified, as appropriate, and controlled.

All records are established, maintained and controlled to provide evidence of conformity to requirements and the effective operation of the Quality Management System. The controlled records are:





a. In-process and final-process inspection results, quality results

b. Quality audits, non-conformances and corrective action reports

c. Complaint records

d. Organization Charts

e. Retention period and disposition details are described in respective process documents

f. Risk assessment report.

g. Training records.

h. Internal audit, non conformance and corrective action reports.

i. Work permits.

j. QMS- monthly review minutes.

QMS records shall be legible, identifiable and traceable to the activities involved. QMS records shall be stored and maintained in such a way that they are readily retrievable and protected against damage, deterioration or loss. Their retention times has been established and recorded in Control of (Documented Information Procedure - P001).

8 OPERATION

8.1 Operational Planning and Control

The Provision of production of Interlock, Tiles, Outdoor Furniture Products, Glass Fiber Reinforced Concrete, Glass Fiber Gypsum & Glass Fiber Plastic and Grinding & Polishing Stones will be considered as the product of ARTIC. The ARTIC plans and develops the processes and activities needed for product realization, which are consistent with the customer requirements and other processes of the quality management system. The product realization planning is executed through





development of the required Business operations and delivery of the required products which covers:

The Operational Planning and control is executed through development of the required Business operations and delivery of the required services which covers:

a. Quality objectives, Inspection and verification criteria of the final products and services are established to control the Quality of the products and services. Inspection of received raw material are established and defined together with acceptance criteria to control the quality receiving material before using it in production.

b. Company assigns responsibilities for operation & monitoring these processes of product realization.

c. The need to establish processes and documents, and to provide resources specific to the ARTIC services, tools and other resources that are needed to achieve the specified requirements.

d. Updating of quality assurance and analysis of data for continual improvement.

e. The output of this planning in the form of Inspection plans / Specification sheets / Work Instructions are made and provided at the relevant stages of processing for implementation.

f. Responsibilities and accountabilities are clearly defined and people employed are adequately skilled to perform their allotted tasks.

g. Records are established and maintained in a controlled manner.

h. Legislation, standards and codes of practice, where appropriate, are complying accordingly.

i. Supporting equipment like machines/equipments, forklift, Tele handlers and transportation vehicles used in the process is regularly serviced and is capable of operation to the required quality standards.

j. Raw Materials to be used in production and the finished good to deliver to the customers availability is scheduled and controlled.

k. Records are established and maintained in a controlled manner.

l. Legislation, standards and codes of practice, where appropriate, are complying accordingly. Measuring and monitoring tool used in the process are regularly serviced and calibrated is capable of operation to the required quality standards.

The organization has establish, implement, control and maintain the processes needed to meet QMS requirements, and to implement the actions by:

— establishing operating criteria for the processes;

— implementing control of the processes, in accordance with the operating criteria.

Controls can include engineering controls and procedures. Controls can be implemented following a hierarchy (e.g. elimination, substitution, administrative) and can be used individually or in combination.

The organization has control planned changes and review the consequences of unintended changes, taking action to mitigate any adverse effects, as necessary.





The organization ensure that an outsourced processes are controlled or influenced. The type and extent of control or influence to be applied to the processes shall be defined within the Quality Management System.

Consistent with a life cycle perspective, the organization has:

a. Assigns responsibilities for operation & monitoring these processes of Operational planning and control.

b. Ensured that these processes are operated under controlled condition producing output meeting.

c. Customer requirements.

d. Also established criteria and control methods to monitor performance of various processes to the extent relevant to the business.

e. Established mechanism for measuremet, monitoring & follow-up actions to achieve planned results & output through report & review meeting.

f. Ensures availability of necessary information and data to support the effective operation and monitoring of the processes.

g. Maintains as QMS records the results of process control measures to provide evidence that realization process & resulting services meet specified requirements.

h. The ouput of this planning in the form of inspection plans / specification sheets / work instruction are made and provided at the relevant stages of processing for implentation.

i. Establish controls, as appropriate, to ensure that its QMS requirement{s) is {are) addressed in development process for the Design, Manufacture and Installation of terrazo and concrete tiles, decorative terrazo tiles, GRC blocks, GRP products, pre-cast and grinding stones”, considering each stage of its life cycle.

j. Determined its QMS requirement{s) for the procurement of products and services, as appropriate.

k. Communicated its relevant QMS requirement{s) to external providers, including contractors;

8.2 Requirements for Product and Services

8.2.1 Customer Communication:

ARTIC will determine and document the Customer's requirement as an integral part of Customer's Agreement for Customer Related Process. It shall be regularly monitored through visits and meetings. Customer’s complaints shall be forwarded to ARTIC through Tel, Fax, Emails or visits. The organization will determine:

a. Customer's requirements including delivery and post delivery activities where applicable.

b. Product specifications, Standards and user Instructions manuals as applicable. Work Instructions are prepared for specific job as applicable.

c. Reference to any regulatory requirements.

d. Statutory or legal requirements not stated by the Customer but necessary for specified or intended and safe use, where known.





e. Any additional requirement will be determined by the Organization.

8.2.2 Determination of requirements related to Product and Services

a. Requirements related to products and Services specified by the Customer.

b. Requirements not stated by the Customer but necessary for the application of service for use or known intended use,

c. Statutory and regulatory requirements related to the product and service, and

d. Implied needs and expectation or additional requirements of Customer.

8.2.3 Review of requirements related to Product and Services

The ARTIC shall review the requirements related to the final products and services before the commitment to deliver. All customer Purchase orders, inquiries or invitations to tenders shall be subject to a formal system of Customer Contract Review.

Personnel assigned responsibility for the review will include concerned department In-charges who will contribute to establishing and implementing the condition of contract through Internal Review process by experts.

a. Product requirement including their type, submission schedules are clearly defined. Where the Customer provides no doucmented requirement, the Customer requirements are confirmed before acceptance by sending letters/ emails to them.

b. Customer requirements are clearly documented and compatible to the scope of business operated by ARTIC.

c. ARTIC has a necessary resource in terms of resources, equipment, people and skills to meet all conditions of contract within the defined time scales at optimum costs.

d. Records of the review and the actions arising are maintained.

By this means ARTIC will ensure that all Technical, Commercial, Legal, Quality conditions of the agreement are fully understood and acceptable to both the Customer and ARTIC prior to completing the Agreement, and that the company has the ability of meeting all agreement conditions, Do it right on the first time.

The documented procedure of (Sales Control Procedure – P008)determines rules for developing the Customer contracts and handling the inquiries and Customer orders.

8.2.4 Changes to requirements for Products and Services

ARTIC has ensured that relevant documented information is amended, and that relevant persons are made aware of the changed requirements, when the requirements for Products and Services are changed.

Any customer needs differing from that as originally proposed shall be identified and resolved.

Any variation to contracted conditions are formally reviewed and agreed by both the Customer and ARTIC prior to effecting any change to the Products. 8.3 Design And Development Of Products





8.3.1 General

The organization shall establish, implement and maintain a design and development process that is appropriate to ensure the subsequent provision of products and services. The process is defined in P002. 8.3.2 Design and Development Planning

In determining the stages and controls for design and development, the organization shall consider:

a. the nature, duration and complexity of the design and development activities; b. the required process stages, including applicable design and development reviews; c. the required design and development verification and validation activities; d. the responsibilities and authorities involved in the design and development process; e. the internal and external resource needs for the design and development of products and

services; f. the need to control interfaces between persons involved in the design and development

process; g. the need for involvement of customers and users in the design and development process; h. the requirements for subsequent provision of products and services; i. the level of control expected for the design and development process by customers and

other relevant interested parties; j. the documented information needed to demonstrate that design and development

requirements have been met.

8.3.3 Design and Development Inputs

The organization shall determine the requirements essential for the specific types of products and services to be designed and developed. The organization shall consider:

a. functional and performance requirements;

b. information derived from previous similar design and development activities;

c. statutory and regulatory requirements;

d. standards or codes of practice that the organization has committed to implement;

e. potential consequences of failure due to the nature of the products and services.

Inputs shall be adequate for design and development purposes, complete and unambiguous. Conflicting design and development inputs shall be resolved. The organization shall retain documented information on design and development inputs. 8.3.4 Design and Development Controls

The organization shall apply controls to the design and development process to ensure that: a. the results to be achieved are defined; b. reviews are conducted to evaluate the ability of the results of design and development to

meet requirements;





c. verification activities are conducted to ensure that the design and development outputs meet the input requirements;

d. validation activities are conducted to ensure that the resulting products and services meet the requirements for the specified application or intended use;

e. any necessary actions are taken on problems determined during the reviews, or verification and validation activities;

f. documented information of these activities is retained.

NOTE Design and development reviews, verification and validation have distinct purposes. They can be conducted separately or in any combination, as is suitable for the products and services of the organization. 8.3.5 Design and Development Outputs

The organization shall ensure that design and development outputs: a. meet the input requirements; b. are adequate for the subsequent processes for the provision of products and services; c. include or reference monitoring and measuring requirements, as appropriate, and

acceptance criteria; d. specify the characteristics of the products and services that are essential for their intended

purpose and their safe and proper provision.

The organization shall retain documented information on design and development outputs.

8.3.6 Design and Development Changes

The organization shall identify, review and control changes made during, or subsequent to, the design and development of products and services, to the extent necessary to ensure that there is no adverse impact on conformity to requirements. The organization shall retain documented information on:

a. design and development changes; b. the results of reviews; c. the authorization of the changes; d. the actions taken to prevent adverse impacts.

8.4 Control of Externally Provided Services

Purchasing within the ARTIC is controlled by documented procedures to ensure that the purchased product and service conforms to the specified requirements. The type and extent of control applied to the supplier and the purchased products depends on the effect of the purchased products on subsequent product and service realization.

Equipment purchasing, outsourced suppliers for maintenance of ARTIC equipment and vehicle workshop evaluation and selection of suppliers based on their ability to supply product or services in accordance with the requirements and policies of the ARTIC is carried out by purchase In-charge in coordination with respective department Manager. Criteria for selection, evaluation and re-





evaluation, which depend on the degree of affecting the purchased products, equipment or service on subsequent product or service realization are established. Records of the results of evaluations and any necessary actions arising from the evaluation are maintained.

Responsibilities and rules for purchasing and selection of suppliers are determined in the (Purchasing Procedure – P010).

Criteria for the selection, evaluation and re-evaluation of suppliers include one or more of the following methods of verification of supplier’s conformity:

a. Inspection of supplier’s final product (equipment) at supplier’s facility by the Quality department.

b. Inspection of the supplier’s final product or service upon delivery.

c. Surveillance of supplier’s conformance to the ARTIC requirements.

d. Verification that the supplier’s quality management system conforms to an internationally recognized quality management system standard/technical specification.

e. New Supplier Assessment Procedure

Suppliers are assessed in compliance with rules based on the following points:

a. Product or service quality (conformance to ARTIC requirements)

b. QMS (conforming to an internationally recognized quality management system standard; if there are merger acquisitions, affiliations associated with suppliers, ARTIC will verify the continuity of supplier’s quality management system and its effectiveness)

c. Purchase order processing by the supplier

d. Observance of delivery times and information flow

e. Flexibility in order change and spare capacity

f. Change orders and communication response

Assessment is made by the Purchase Manager. Qualification is renewed when the results of an assessment are satisfactory. If the results are not satisfactory, ARTIC asks the supplier to implement the appropriate corrective action. Where necessary, ARTIC may program a follow-up audit to verify the effective implementation of corrective action.

8.4.1 General

ARTIC has established a documented procedure to ensure that purchased products confirm to specified purchase requirements (Purchasing Procedure– P010). The type and extent of control applied to the supplier and the purchased product depends upon the effect of the purchased product on subsequent service realization or the finished/ final product. The Organization evaluates and select suppliers based on their ability to supply product and service in accordance with the organization’s requirement. Criteria for selection, initial evaluation, approval, post approval evaluation and re-evaluation has been established and documented records of the results of evaluation and any necessary actions arising from the evaluation at organization or supplier end are maintained.





8.4.2 Type and extent of control of external provision

The ARTIC has implemented and maintains documented purchasing procedures and stores work instructions for activities needed for verification of conformity of purchased products to the specified requirements. The complete verification and testing requirement of purchased products and services have been identified and defined at the time of purchase.

Where the ARTIC or its customers intend to perform verification at the supplier’s premises, the intended verification arrangements and method of product release are communicated to the supplier as a part of purchasing information.

The inspection / verification results are endorsed on Material Receiving and Inspection Report (F019-QC-030) by the Quality Manager. Records of results of the verification activities are carried out and maintained.

Selection and evaluation of suppliers shall be based on their ability to provide materials and services in accordance with the requirements. Criteria of selection, evaluation and re-evaluation shall be established and the records of the results of evaluation and any subsequent actions shall be maintained. All these processes shall be project specific and not generic.

8.4.3 Information for external providers

ARTIC has established criteria for detailing adequate “Purchasing Information” in the Purchase Document (in hard copies/ through emails) for the product and or equipment to be procured. The product and or equipment and supplier details are described in Purchase document or emails, including where applicable.

a. Requirements for approval of product, procedures, processes, and equipment,

b. Requirements for qualification of personnel, and

c. Quality Management System requirements.

The authorized Purchase Manager reviews the purchase information to ensure the adequacy of specified purchase requirements prior to their comminication or isssue to the supplier.

8.5 Production and Service Provision

8.5.1 Control of Production and Service Provision

The Controls applied for the production will be planned and documented as an integral part of planning of operation realization.

This may include:

a. Information that describes the characteristics of the product or specifications related to Design, Manufacture and Installation of terrazo and concrete tiles, decorative terrazo tiles, GRC blocks, GRP products, pre-cast and grinding stones”.

b. The availability of Work Instructions and Quality System Procedures,

c. The use of suitable machines, equipment and tools,

d. Ensure that the process control documents are available at the point of use includes manufacturing and inspection sequence of the products.

e. The availability and use of monitoring and measuring devices,





f. The implementation of monitoring and measuring of operation processes and

g. The implementation of release, delivery and post-delivery activities.

Responsibilities and rules for the production and service provision control are established in documented procedures (Production Control Procedure – P011)

8.5.2 Identification and Traceability

Each Material like raw material / Spare Parts / machine tools / equipments shall be identified with their specific code numbers. Each order is identified with respective Order Numbers, customer name upon receipt and through out the process. Monitoring and Measuring results shall be recorded. Areas with in production shop floor, warehouse are identified as Inspected or OK area, underinspection or hold/quarantine area, scrap or rejected area with different color coding system as follows

Inspected or OK area Underinspection / Hold / Quarantine Area

Rejected/Scrap Area

In order to prevent the misuse or misapplication and to maintain identification of purchased material, spare parts or accessories and completed products, ARTIC utilizes Identification and Trace-ability instructions to follow all the time.

Identification during delivery is accomplished through the use of identifiers on product packaging pallets and printed the code on the product bags itself. These identification codes are unique to each order. Each area with in the ware house is identified clearly either by tags or boards / lines on the floor with color coding system.

Each job is identified by a specific Order number and are fully tracked during ARTIC operations process.

Material and products; Essential equipment used; Operator / operators in charge and other documents.

8.5.3 Property belonging to Customers or external providers

The organization shall exercise care with property belonging to customers or external providers while it is under the organization’s control or being used by the organization. The organization shall identify, verify, protect and safeguard customers’ or external providers’ property provided for use or incorporation into the products and services. When the property of a customer or external provider is lost, damaged or otherwise found to be unsuitable for use, the organization shall report this to the customer or external provider and retain documented information on what has occurred. NOTE A customer’s or external provider’s property can include materials, components, tools and equipment, premises, intellectual property and personal data. 8.5.4 Preservation

A Documented procedure for storage, handling, delivery & preservation as well as a strategy of Safety and Handling practice assures that ARTIC employ due diligence to good engineering practice in terms of:





a. Safe material handling for both the "Material" and the "Handler".

b. The operation of equipment and machinery.

c. Any hazards associated to the handling of substances Hazardous to Health.

All raw materials / equipment / tools and consumables storage area will be effectively managed to the degree necessary in terms of security, identification and the preservation of material and products in the storage area.

All stock movements into or out of storage area will be subject to the principles of stock rotation in First In First Out (FIFO) basis. A documented procedure (Preservation of Product Procedure – P015) describes the handling, preservation and delivery to the customers.

ARTIC has established procedures for handling, storage, packaging, and delivery of product. Incoming material, in process material, or finished products is handled in a manner that prevents damage and deterioration as described in (P015), (Inspection and Testing Procedure – P019), (Production Control Procedure - P011).

ARTIC uses designated areas to preserve incoming materials, in-process materials, spare parts and finished product quality and prevent their damage and deterioration as described in procedure for (Preservation of Product Procedure – P015).

All material from receipt of raw material to completed products shall be stored to prevent any occurrence of damage and assure full traceability.

Finished products shall be stored in defined areas, indoors or outdoors.

Adequate packaging is selected to protect product from deterioration and handling in-order to comply with all applicable safety and specified regulations (when appropriate) as described in (Production Control Procedure - P011), (Preservation of Product Procedure – P015).

When contractually agreed upon ARTIC takes on the responsibility for product delivery without degradation of product quality and assures the product arrival at the required time. This is described in (Preservation of Product Procedure – P015). 8.5.5 Post Delivery activities

ARTIC plans and carries out production and service provision under controlled conditions. At the time of planning, the applicable controlled conditions are identified and the same are provided at the relevant stages of processing.

This may include:

a. the availability of information in Quality Inspection Plan which describes the characteristics of the product at relevant stages of processes.

b. the availability of work instructions at the site of use.

c. The use of applicable equipment and machines which are competent and suitable for the relevant process

d. the implementation of monitoring and measurement, and





e. the implementation of release criteria, submission activities.

The organization has established a Process to determine:

a. the requirements related to product specified by the Customer.

b. requirements not stated by the customer but necessary for the application of product for use or known intended use.

c. statutory and regulatory requirements related to the product, and

d. implied needs and expectation or additional requirements of Customer.

8.5.6 Control of Changes

ARTIC has reviewed and controlled unplanned changes essential for manufacturing provision to the extent necessary to ensure continuing conformity with specified requirements. ARTIC has retained documented information describing the results of the review of changes, the personnel authorizing the change, and any necessary actions. All the changes including organizational changes, documentation changes or any critical supplier change will be done through (Management Of Change Procedure – P024).

Control of Documents

Documents required by Quality Management systems are controlled. The organization has established a Documented procedure (Control of Documented Information – P001) which defines the controls needed to effectively implement the quality management systems. The controls defined in the procedure include the methods:

a. To approve documents for adequacy prior to issue, from designated approving authorities.

b. To review and update, as necessary, as a part of improvement of the management system and re-approve the documents after modifications by the designated approving authorities.

c. To ensure that changes and the current revision status of documents are identified though establishing distribution and maintaining revision/ issue number.

d. To ensure that relevant versions of applicable documents are available at the points of use.

e. To ensure that documents, while distributing and use, remain legible and are readily identifiable by their document numbers, revision status and titles.

f. To ensure that documents of external origin like Customer drawings, international /other national standards are identified, updated periodically and their distribution controlled, and

g. To prevent the unintended use of obsolete documents by with drawing the same and substituting with revised version, and to apply suitable identification to them if they are retained for any legal / reference purposes.

Quality Management System Planning

The Management of the Organization ensures that:

a. The Planning of the Quality Management System is carried out in order to meet the requirements as well as the quality objectives. While planning for the product, the relevant function determine the requirement of respective documentation which is in line with the requirements.





b. The integrity of the Quality Management System is maintained when changes to the Quality Management System are planned and implemented. As and when any change in any documentation system is planned and implemented and as and when any change in any documentation is envisaged, the other concerned documents are also modified as per procedure for document control. (Refer Clause 7.5 of this COM)

8.6 Release of Products and services

All raw materials, work in process, and finished products are tested to ensure that they conform to specified requirements according to adopted standards and documented procedures for Quality Control (Inspection and Testing Procedure – P019).

Procedures are established to ensure that incoming product conforms to specifications. This is assured by requesting the raw material suppliers to provide certification of conformity.

Selecting a sample from production to ensure that it conforms to specified requirements tests finished products.

Finished products are not released until; records have been verified that all steps have been completed and all results are documented and accepted.

Results are kept for all the tests carried out on raw materials, in process, and final products. These results can be used to provide any necessary information as requested by customers.

All inspections and tests’ records clearly show status of test samples of production according to ARTIC inspections and tests criteria.

International /Local standards will be followed to be referenced to whenever needed.

In-Process Inspection

To ensure conformance to requirements, all products are manufactured to detailed specifications and each inspection, testing and process control section carries out specific procedural duties, which monitor the quality of the product during processing.

In-process inspection and testing on key/significant characteristics and parameters are performed in accordance with specified control features and/or quality control plans or documented procedures for Quality Control (Inspection and Testing Procedure – P019).

Products are placed in a quality hold area until all inspection and testing has been completed. No product movement can be done until all relevant inspection results are available, evaluated and passed against the applicable requirements.

Records are maintained during the in-process inspection and testing as a part of the objective evidence of conformity with the acceptance criteria of that product.

Final Inspection and Testing

To ensure conformance to requirements, finished products are subjected to all prescribed tests and inspections required by the specification, documented procedures to validate and/or customer order requirements which are transformed in product quality plan (Manufacturing and Inspection Sequence). The quality inspectors will check the final product independent of production department. The Quality Department controls the system for product certification and the test





certificate issued for the final product is the guarantee of compliance to the specified requirements. The records of final inspection and testing are maintained.

8.7 Control Of Nonconforming Outputs

ARTIC has established a “Documented procedure” ( Control of Nonconformances Procedure – P020) to ensure that products which do not conform to its specified requirements are suitably identified and controlled to prevent their unintended use or delivery. The related responsibilities and authorities and manner for dealing with such non-conforming product have also been defined in the procedure. This procedure also defines the controls for dealing with the non-conforming product by one or more of the following ways;

a. By prioritizing the nonconformance, analyzing them and taking immediate action, based on their criticality, for their elimination

b. Assignment of actions required for the disposition of the "Non Conforming service".

c. Assignment of actions required upon In-process or already submitted to the Customers.

In the event that assigned actions involve "rework" the respective specialist along with Production Manager will decide and assure the effectiveness of such actions.

The formal procedure determines the responsibilities for review and authorities for disposition of nonconforming products by one or more of the following methods:

a. By reworking and elimination of the detected nonconformity.

b. By authorizing its use, release or acceptance under concession by Customer.

c. By replacing or compensate it to the Customer if applicable.

d. By deciding the disposition in consent of the Customers.

As an integral part of the review of any reported non-conforming services, effort to establish the root cause of the nonconformance and actions required to prevent from recurrence of similar nonconformance, will be paramount.

The proposed supply of any service not "totally" in conformance to contracted specifications will be formally reported to the Customer to get the necessary approval.

Records of nonconformities of materials and services defining kind and extent of defects and any subsequent actions taken are kept and maintained.

When nonconformance is corrected it shall be subject to re-verification to demonstrate conformity to the requirements. All records associated to the control of Non-Conforming Products and Services will be subjected to review and analyze at Management Review Meetings.

The evaluation and release under concession of nonconforming product that does not satisfy manufacturing acceptance criteria (MAC) are permitted only when the ARTIC Technical/Fabrication Manager and/or the customer (where applicable) release provided that:

a) Products continue to satisfy the applicable design acceptance criteria (DAC) and/or customer criteria; or

b) The violated manufacturing acceptance criteria (MAC) are categorized as unnecessary to satisfy the applicable design acceptance criteria (DAC) and/or customer Criteria; or





c) The design acceptance criteria (DAC) are changed and the products satisfy the revised DAC and associated MAC requirements.

9 PERFORMANCE EVALUATION

9.1 Monitoring, Measurement, Analysis and Evaluation

9.1.1 General

ARTIC uses suitable methods for monitoring where applicable, the measurement of Quality Management System processes. The KPI / objectives have been set in relevant processes to measure their performance and evaluate:

a. what needs to be monitored and measured;

b. the methods for monitoring, measurement, analysis and evaluation, as applicable, to ensure valid results;

c. the criteria against which the organisation will evaluate its QMS performance, and appropriate indicators;





d. when the monitoring and measuring shall be performed;

e. when the results from monitoring and measurement shall be analysed and evaluated.

ARTIC identifies and implements measurement stations and analyzes the measurement data for ensuring the:

a. Conformity to Service requirements through QC inspections and verifications,

b. Implementation of Quality Management System through internal audits

c. Customer Satisfaction through surveys and visits (voice of Customer)

d. Improvement in identified areas through Management Reviews.

ARTIC evaluate its QMS performance and the effectiveness of the Quality Management System.

ARTIC communicate relevant QMS performance information both internally and externally, as identified in its communication process(es) and as required by its compliance obligations.

ARTIC retain appropriate documented information as evidence of the monitoring, measurement, analysis and evaluation results.

9.1.2 Customer Satisfaction

ARTIC will be pro-active in determining the degree to which the product and service provided to the customers continue to meet or exceed their expectations of Quality.

This will be achieved through planned statistically designed questionnaire surveys to identify the strength and weaknesses of ARTIC and direct the improvement process.

a. A documented procedure (Customer Satisfaction Procedure - P017) defines the system for collecting and analyzing the customer satisfaction level and data, and for reporting results to the Top Management.

b. Customer complaints, spontaneous expressions of dissatisfaction, and other unsolicited customer’s feedback are collected and processed. The resulting data is analyzed by the Quality Management Representative or Sales department and discussed at management review meetings.

9.1.3 Analysis and Evaluation

Analysis Of Data:

The Data generated by monitoring and measurement activities and other process performance indicators, will be determined, collected and analyzed to demonstrate the suitability and effectiveness of the quality management system and to evaluate where continual improvement can be made.

The data to be analyzed to provide information to the top management on:

a. Customer Satisfaction.

b. Conformance to Service requirements.

c. Characteristics and trends of processes and Services including opportunities for preventive action and Process effectiveness.





d. Suppliers Performance.

9.2 Internal Audit

9.2.1 General

ARTIC conduct internal audits once in 12 month to provide information on whether the Quality Management System:

a. conforms to:

ARTIC’s own requirements for its Quality Management System (ISO 9001:2015); the requirements of this International Standard.

b. is effectively implemented and maintained.

9.2.2 Internal audit program

Internal audits are conducted according to the ISO 19011:2011 guidlines at planned intervals to determine whether the quality management system. ARTIC establish, implement and maintain an internal audit program{s), including the frequency, methods, responsibilities, planning requirements and reporting of its internal audits.

When establishing the internal audit program, the organization shall take into consideration the QMS importance of the processes concerned, changes affecting the organization and the results of previous audits. ARTIC has:

a. These activities are included and specified in details in the annual program of internal audits, which is compiled with respect to the state and importance of processes and activities, considering the results of the previous audits. Criteria, scope, frequency and methods of internal audits and rules for the selection of auditors are defined in (Internal Audit Procedure- P018). The selection of auditors and conduct of audits ensure objectivity and impartiality of the audit process. Auditors do not audit their own work

b. The selection of auditors and conduct of audits ensure objectivity and impartiality of the audit process. Auditors do not audit their own work.

c. Further to detected nonconformities, the respective section In-charge takes actions to eliminate detected nonconformities and to avoid re-occurrence. Realization of those actions taken is verified and results are recorded.

The documented information is retained as evidence of the implementation of the audit program and the audit results.

Internal audit on Quality Management System will be carried out in accordance with Internal audit plan.

The audits will determine whether or not the Quality Management System continues to conform to planned arrangements and identify opportunity for ongoing improvement.

Where non-compliance or opportunity to ‘improve’ systems or practice is identified, appropriate corrective actions or controlled change will be implemented.





The results of Quality Management System Audits will be recorded, maintained and subject to further review as an integral part of Management Review Meetings, thus assuring the effectiveness of the Audit Program in achieving desired ‘goals’.

9.3 Management Review

9.3.1 General

Top Management of the ARTIC review the ARTIC’s Quality Management System once in twelve months or earlier, to ensure its continuing suitability, adequacy and effectiveness. The process is defined in “P004”

9.3.2 Management Review Input

The management review shall include consideration of:

a. The status of actions from previous management reviews;

b. Changes in external and internal issues that are relevant to the Quality Management System;

c. Information on the performance and effectiveness of the Quality Management System, including trends in:

customer satisfaction and feedback from relevant interested parties; the extent to which quality objectives have been met; process performance and conformity of products and services; nonconformities and corrective actions; monitoring and Measurement results; audit results; the performance of external providers;

d. The adequacy of resources;

e. The effectiveness of actions taken to address risks and opportunities;

f. New Potential opportunities for improvement;

Management Review records are maintained by Quality Management Representative.

9.3.3 Management Review output

The output from the management review includes the decision and actions related to the:

a. Recommendations for improvement of the QMS and its Processes.

b. Recommendations for improvement of product related to customer requirements.

c. Any need for changes to the Quality Management System to achieve objectives including resource needs.





10 IMPROVEMENT

10.1 General

ARTIC continually improve the effectiveness of the quality management system through the use of the quality policy, quality objectives, audit results, analysis of data, corrective actions, and management review.

This procedure also defines the controls for dealings with the nonconforming Product by one or more of the following ways;

a. By prioritizing the nonconformance, analyzing them and taking immediate action, based on their criticality, for their elimination;





b. The records indicating the nature of non-conformities and the subsequent actions taken for reducing and eliminating them are maintained. The trends of nonconformance are periodically reviewed for further deciding continuous improvements in the service & process.

c. In case the nonconforming Products are corrected (i.e. re-worked or re corrected), the products/ information are re verified for the requirement in which these were found to be nonconforming in order to demonstrate the conformity to the requirements. In case the non confromance in the product is detected after the same have been submitted to the Customer, ARTIC examines the criticality of such charateristics which have been observed to be nonconforming which are critical and major in nature are informed to the Customer. The potential effects of the nonconfromity are also analyzed and appropriate actions are taken.

d. In addition to management reviews, Top Management identify improvement opportunities continually, based on feedback from their operations and other activities. Employees are also encouraged to come forward with ideas for improving services, processes, systems and working environment. These improvement opportunities are evaluated and prioritized by management and, where appropriate, are implemented though the system of corrective and preventive actions.

10.2 Nonconformity and Corrective Action

When a nonconformity occurs, ARTIC will:

a. react to the nonconformity, as applicable according to procedure “P020”:

take action to control and correct it; deal with the consequences.

b. evaluate the need for action to eliminate the causes of the nonconformity, in order that it does not recur or occur elsewhere, by:

reviewing the nonconformity; determining the causes of the nonconformity; determining if similar nonconformities exist, or could potentially occur;

c. implement any action needed;

d. review the effectiveness of any corrective action taken;

e. make changes to the environmental management system, if necessary.

f. Corrective actions shall be appropriate to the significance of the effects of the nonconformities encountered.

ARTIC retain documented information as evidence of:

a. Records of nonconformities of materials and product defining kind and extent of defects and any subsequent actions taken are kept and maintained.

b. When nonconformance is corrected it shall be subject to re-verification to demonstrate conformity to the requirements. All records associated to the control of Non Conforming services will be subjected to review and analyze at Management Review Meetings.





Procedures defining responsibilities and the controls applied to:

a. Handling and investigating non-conformance;

b. Taking action to mitigate any ‘impacts’ caused or root cause analysis;

c. Initiating and completing Corrective Action will be documented;

d. Procedures shall detail methods and responsibilities in order to direct;

e. Investigation into the cause of actual and potential non-conformance and the Corrective Action to prevent recurrence;

f. The analysis of all processes, work operations, records, reports and Customer feedback to detect and eliminate potential causes of non-conformance;

g. The initiating of Corrective actions to deal with problems appropriate to the magnitude of the problem and corresponding to the QMS Risk encountered;

h. The application of controls to ensure that the appropriate Corrective Actions are taken and that they are effective.

These Procedures shall require that all proposed corrective actions are reviewed through the risk assessment Process, prior to implementation.

All Corrective Actions will be officially assigned, be time limited, implemented and upon completion will be reviewed for effectiveness. The strategy applied to the identification of potential non-conformance inherent in the QMS.

Responsibilities and rules for corrective actions are established in the documented procedure (Corrective Action Procedure – P023).

10.3 Continual Improvement

Through the use of the ARTIC Quality Policy, Quality Objectives, Audit Results, Analysis of Data, Corrective and Preventive Actions and Management Review Meetings, ARTIC will establish the strategy for effective Continual Improvement. The continual improvement of the quality management system is aimed in first place at the improvement of its effectiveness related to the fulfillment of the strategic objectives and the continual improvement of all processes and activities.

a. In addition to management reviews, Top Management identify improvement opportunities continually, based on feedback from their operations and other activities. Employees are also encouraged to come forward with ideas for improving services, processes, systems and working environment. These improvement opportunities are evaluated and prioritized by management and, where appropriate, are implemented though the system of corrective and preventive actions.

Respective Department Head identify improvement objectives, which are monitored through QMS objective chart. The Department Head find out the contributors for these objectives, study the causes for the same. Where required a detailed continual improvement plan is prepared and got approved by unity head who also monitors the progress on these objectives and the same is reported in management review meetings.

Improvement areas are identified and projects are taken up based on :





a. Analysis of data from quality records b. Feedback from the Customers c. Comments by the key outsiders d. Comments by the Employees e. Audit results f. QMS objectives g. QMS policy h. Management review i. Corrective actions

11 REFERENCE DOCUMENTS

a. Issue and Risk Register QM-002 b. Interested Parties and Concerns QM-003 c. Legal Compliance Register QM-004 d. Strength, Weakness, Opportunity And Threats- QM-005 e. Objectives and KPI & Management Programs QM-006 f. Process Interactions QM-007 g. Organization Chart QM-008 h. Competency Matrix QM-009 i. Steering Committee QM-010 j. Quality Policy QP-001 k. Master Document Index F001-1

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