Melbourne Quality Procedure Manual

MELBOURNE TEXTILE WASHING PLANT (PVT) LTD

TESTING LABORATORY

809/4, Bangalawatte, Mabole, Wattala,Sri Lanka.

QUALITY PROCEDURE MANUAL

Document No.: QPM Copy No.:

Issue No.: 01 Issue Date: 01.10.2008

ISSUED BY: APPROVED BY:

QUALITY EXECUTIVE DIRECTOR TECHNICAL OPERATION

QUALITY PROCEDURE MANUALCONTROLLED

COPYCONTENTS

Section No.: QPM – X1

Sec. No DescriptionPage No.

No. of Pages

Rev. No.

QPM-X1 Content Page 01 01 00

QPM-X2 Distribution List 02 01 00

QPM-X3 Amendment Sheet 03 01 00

QPM-1-DD Document and Data Control 04-06 03 00

QPM-2-QR Quality Records 07-09 03 00

QPM-3-CR Contract Review 10 01 00

QPM-4-MR Management Review 11 01 00

QPM-5-TR Training 12-14 03 00

QPM-6-PC Control of Testing Process 15-19 05 00

QPM-7-PP Purchasing 20-22 03 00

QPM-8-IT Inspection and Testing 23-26 04 00

QPM-9-VTR Verification of Test Results 27 01 00

QPM-10-VTR Assessment of Operator Consistency 28 01 00

QPM-11-MH Handling, Storage, Preservation Packing and Delivery

QPM-12-IA Internal Audits

QPM-13-PCNC Procedure for Control of and reporting Non-Conforming work

QPM-14-PCCA Procedure for planning conduct and follow-up of corrective action

QPM-15-PCPA Procedure for Identifying and Conducting Preventive Action

MELBOURNE TEXTILE WASHING PLANT (PVT) LTDDoc. No.: QPM-00 Issued by: Rev. No.: 0 Approved by:

Issue No.:1 Issue Date: 01.10.2008 Rev. Date: 00 Page No.: 01 of 39


COPYCONTROL COPY HOLDERS


The following are the authorized holders of the controlled copy of Quality Manual

Controlled Copy No. Copy Holder

01 Director Technical Operations

02 Factory Manager Operations

03Quality Executive

04 Laboratory Manager/ Technical Manager


Issue No.: 01 Issue Date: 01.10.2008 Rev. Date: 00 Page No.: 02 of 39


COPYAMENDMENT SHEET


No.Page No.

Sec.No.

Rev.No.

Date of

Rev.Description of Revision Approved by




COPYDOCUMENT AND DATA CONTROL

Section No.: QPM – 1 - DD

1. Scope

This section sets out the methodology for establishing and maintaining procedure to control all documents and data including both internal and relevant documents of external origin.

2. Responsibility

The overall responsibility of document and data control is vested with the Quality Executive.

3. Document and Data Numbering System

3.1 Title and Document Identification Number

3.1.1 Identification number is usually the abbreviated letter of the title or the department. eg. QM-00 the abbreviated letters of the Quality Manual

PP-00 is the procedure manual for the Purchasing Department.

3.1.2 In documents having several sections and each section has a identification number. eg. Section 10 of a document is numbered as QM-10.0.

3.1.3 Each section may have subsections which are numbered asQM-10.1, QM-10.2 and so on.

3.1.4 Each subsection may have several clauses and numbered asQM-10.1.1, 10.1.2 and so on.

3.1.5 Such clauses may have sub clauses which are numbered as10.1.1.1, 10.1.1.2, 10.1.1.3.

3.1.6 Sub clauses may further have paragraphs which are numbered as either a, b, c, or roman i, ii, iii, so on.






3.2 Issue and Approval of Documents

3.2.1 All documents are issued by the person who is functionally in-charge of controlling the document.

3.2.2 All documents are approved by the person who is given the authority to approve and who is overall responsible for the implementation of contents of the document delegatory process.

3.2.3 Designation and signatures of the issuing and approving personsappear in the cover page of the document.

3.2.4 Cover page of all documents carry the issue number and date.

4. Numbering of Pages

4.1 The page number and number of pages of each section are shown in everypage. Eg. 2nd page in the LQM - 00 which runs to 41 pages is numbered aspage 2 of 41.

4.2 Cover page is not numbered.

5. Revision Status

5.1 Every time a revision is made the first page of the section, contents page and revision record gets next higher serial number as the new revisionnumber.






6. Revisions to Documents and their distribution to Copy Holders

6.1 The issuing authority of the document originate the revision and obtain the approval from the approving authority and effect the revisions. (DD-Form-01).

6.2 A vertical line against the clause/sub-clause /paragraph shall indicate the revised area.

6.3 The revised pages of the documents are forwarded to QE who distributesAccording to the distribution list together with a covering memo.(DD-Form-02)

6.4 The copy holders insert the pages revised and remove the obsolete pagesand destroy as per DD-Form-02.

6.5 This covering memo is returned to QE with signature and date as acknowledgement of receipt of revisions.

6.6 In case of a revision, one set of obsolete pages removed from a documentare kept for 3 years in a mast obsolete record file by the QE.

6.7 When a second issue is made, 1st issued document will be totally withdrawn and all revision numbers will be 00.

7. Monitoring and Updating of External Standards

7.1 List of all standards used are maintained.7.2 Annually this list is compared with the list displayed by each standard

organization in their web-page.7.3 Any revisions/amendments/supplements are identified.7.4 The identified revision etc. are acquired.

8 Master List of Document

8.1 A Master List of documents is maintained by Quality Executive(DD-Rec-01).

8.2 Acknowledgement of receipt of documents by copy holders is maintainedby MR. (DD-Form-02)

8.3 Master List of Revision i.e. the obsolete copies of Revision Records ofdocuments is maintained by QE. (DD-Rec-02).



Section No. QPM – 2 - QR

QUALITY RECORDS

1. Scope

This procedure describes the archive period, identification codes, location and who is responsible for monitoring of the quality records on the common elements.

2. Responsibility

Quality Executive is overall responsible for ensuring that all Quality Records are maintained. Other individuals who are responsible for maintaining Quality Records pertaining to their sections are identified in the respective procedures.

3. Characteristics

Each record has a format number.

Details of various Quality Records, their storage limits and persons responsibleare given in 4 below.

Formats of Quality Records are given either in Quality Procedures or workinstructions.

All records are stored in such a way that no damage/deterioration takes place.

All records are legible and identifiable.

After the expiry of the specified storage period, these records are destroyed.


QUALITY RECORDS

4. Quality Records Responsibility, Storage Period and Identification Nos.

Serial No.

Quality records Ref. Person Responsible

Retention Period(minimum)

Quality Procedure Ref. No.

1 Approval for revision DD Form 01 QE 3 yrs QPM - 1 - DD2 Doc. Rev. Intimation DD Form 02 QE 3 yrs QPM - 1 - DD

3 Master List of Documents

DD Rec 01 QE 3 yrs QPM - 1 - DD

4 List of Revisions DD Rec 02 QE 3 yrs QPM - 1 - DD5 Contract review CR Form 01 QE 3 yrs QPM - 3 - CR

6 MRM Meeting MRM Form 01 QE 3 yrs QPM - 4 - MR7 Minutes of MRM MRM Rec 01 QE 3 yrs QPM - 4 - MR

8 Training Plan TR Form 01 QE 3 yrs QPM - 5 - TR9 Training records TR Rec 01 QE

3 Years from Termination

of Employment

QPM - 5 - TR10 Performance

Appraisal FormTR Form 03 QE QPM - 5 - TR

11 CompetenceEvaluation Form

TR Form 04 QE QPM - 5 - TR

12 Competence records TR Form 05 QE QPM - 5 - TR13 Evaluation External

TrainingTR Form 02 QE QPM - 5 - TR

14 Test Allocation Form TS Form 01 Lab Executive 1 yr QPM - 6 - PC15 Dispatch register Dispatch Reg. Lab Executive 1 yr QPM - 6 - PC16 Non Conformity Form NC Form 01 TM 3 yrs QPM - 6 - PC17 Supplier information

FormPP Form 02 TM/Lab

Executive3 yrs QPM - 7 - PP

18 Purchase Requisition Form

PP Form 01 TM 3 yrs QPM - 7 - PP

19 Suppliers/sub Contractor'sPerformance

PP Form 03 TM/Lab Executive

3 yrs. QPM - 7 - PP

20 Inspection of incoming materials

IT Form03 TM/Lab Executive

3 yrs QPM - 8 - IT

21Incomi Inspection of chemical and reference material

IT form 04 TM/Lab Executive

3 yrs QPM - 8 - IT


QUALITY RECORDS

Serial No.

Quality records Ref. Person Responsible

Retention Period(minimum)

Quality Procedure Ref. No.

22 Reference MaterialRegister

Ref Material Reg

TM/Lab Executive

3 yrs QPM - 8 - IT

23 Thermohygrographs Thermohygro-graphs

TM/ Lab Executive

1 yr QPM - 8 - IT

24 Verification of TestResults

VTR Form 01 TM/ Lab Executive

3 yrs QPM -10 - VTR

25 Control charts - Verification of Test Results

VTR Form 02 TM/ Lab Executive

3 yrs QPM -10 - VTR

26 Sample Register Sample Register

TM/ Lab Executive

1 yr QPM - 6 - PC

27 Draft Report Draft Report TM/ Lab Executive

1 yr QPM - 6 - PC

28 Stores Remnant SampleRegister

RemnantSample Reg.

TM/ Lab Executive

1 yr QPM - 11 - MH

29 Chemicals Register Chemical Reg. TM/ Lab Executive

3 yr QPM - 11 - MH

30 Work sheets Worksheet file TM/ Lab Executive

1 yr QPM - 11 - MH

31 Log book Log Book TM / Lab Executive

3 yrs QPM - 11 - MH

32 List of equipment PM list 01 TM 3 yrs LQM – 5.533 PM /Calibration

SchedulePM form 01 EE 3 yrs LQM – 5.5

34 Equipment Files Cal list 01 TM 3 yrs LQM – 5.535 Calibration Reports Cal List 02 TM 3 yrs LQM – 5.636Assess Assessment of Testing

Services by CustomersCS Form 01 TM 3 yrs LQM- 4.7

37 Audit Plan IA Form 01 QE 3 yrs QPM - 12 - IA38 Audit Schedule IA Form 02 QE 3 yrs QPM - 12 - IA39 Audit Findings IA Form 03 QE 3 yrs QPM - 12 - IA40 Preventive Action

ReportPR Form 01 QE/TM 3 yrs QPM - 15 - PCPA

41 Customer Complaint CC Form 01 QE/TM 3 yrs LQM-4.8

Section No. QPM – 3 - CR

CONTRACT REVIEW

1. Scope

This section of the manual sets out the Contract Review Procedure for marketing services offered by the Centre.

2. Responsibility

Technical Manager / Laboratory Executive.

3. Procedure

Procedure for contract review.

3.1 Record inquiries in CR-Form-013.2 Review the inquiry (Res. TM/Lab Executive) Ref. CR-Form-013.3 After filling the information inform customer highlighting the variations

offered by the Centre as against the customer request CR-Form-013.4 Receive confirmation for variations

4. Procedure for Contract Amendment

4.1 If any amendment to the original agreement regarding specification,accuracy of tests etc. are agreed with the Customer a written record should be attached to the CR Form 01.

4.2 Technical Manager / Lab Executive records on the acceptance of the amendment.

Section No. QPM – 4 - MR

MANAGEMENT REVIEW

1. Scope

This procedure covers the Management Review of all quality activities of the laboratory and the effectiveness of the quality system.

2. Responsibility

The Factory Manager Operations is overall responsible of this activity. Quality Executive is functionally responsible.

3. ProcedureFLOW ACTIVITY R’LTY REF.

1. Organise meetings at least QEConvenning one in nine months. of 2. Prepare agenda and distribute MRM-Form-01

Meeting 3. Inform participants to submit reports

1. Follow up action from previous QE management review2. Results of audits QE3. Customer feedback QE/TM4. Analysis of customer satisfaction QE

Matters 5. Process performance and QE to be product conformity

addressed 6. Status of preventive and QE corrective action7. Planned changes that could effect QE/TM the quality management system8. Review of Quality Policy and

objectives for suitability and recommendations for improvement QE/TM

9. Review of staff training TM

1. Recording of decisions QE MRM-Minutes Decisions 2. Authorisation of decisions Manager Operations

Implemen- 1. Distribution of decisions QE tation of 2. Follow-up at the next MRM QE Decisions

Section No. QPM – 5 - TR

TRAINING

1. Scope

Training procedure for training personnel of all categories is outlined in this section. All aspects which require training in areas of testing are addressed.

2. Responsibility

2.1 It is the responsibility of the Technical Manager to identifythe training needs of the staff on regular basis, at least once a year which is finalised at the Management Review Meeting.

2.2 The Quality Manager in co-ordination with Technical Manager is responsible for arranging the training.

3. Types of Training

3.1 Training is broadly classified in to four categories.

3.1.1 Internal training for skill development.3.1.2 External training to improve management and other related work.3.1.3 Induction training for new recruits.3.1.4 Refresher training – Internal and External

4. Identification/Planning for Training

Training will be planned considering the following.

(1) Objectives and targets set on competence development.(2) Retraining identified at validation and competence tests.

5. Imparting Training

5.1 The training needs identified are discussed with the Factory Manager Operations. MRM –TR-Form-01.5.2 The decisions are recorded in the minutes of Management Review meetings MRM-Rec-01.

5.3 Depending on the MRM decisions training is arranged.5.4 Training will be carried out by a competent person who has over three years experience, in case of testing.


TRAINING

6. Training Records

6.1 QE maintains records of training needs identified and the type of training imparted to each of the employees.

6.2 This is recorded in TR-REC-01 for each employee. This record is copied to Technical Manager.

6.3 These records are reviewed by the above personnel (along with an appraisal form TR-Form-03) once a year to determine the future training needs of employees at various levels.

6.4 A record of the number of tests, each employee has reached competency is maintained and updated every year (TR-Form-05) to determine the progress achieved by each employee in achieving competence in different tests.

7. Induction Training

The induction training imparted to the new recruits is also maintained by the QM. This training will be designed depending on the designation and experience of the new recruit, covering the following aspects.

(1) Introduction to the profile of the Centre(2) Introduction to staff of the Centre(3) Quality awareness training & their role in achieving same.(4) Working of the laboratory & its importance to achieve the objective.(5) Role of the testing staff(6) On the job training on selected equipment and methods

Duration to be decided on the basis of progress(7) Evaluation of trainee by MR/QM using TR-Form-04

8. Competence of Staff

The competence of each employee in performing various tests is recorded in a form (Competence Record - TR-Form-05).

The competence of each employee in performing the tests after completion of training will be assessed. Using TR Form-04.

Whether an employee needs further training is decided on the marks system given under the assessment and recommendations in TR-Form-04.

Those who require re-training are allocated a specific period of time to achieve the required competence and records of such occurrences are maintained and followed up.


TRAINING

The marks are assigned for 10 areas under 2 sections, namely sample preparation and testing procedure. Depending on the aggregate, the employees training needs are categorized.

Total of 40 marks or more – competent can work independently.Total of more than 30, less than 40 – can not work independently - needs supervision.

Total of less than 30 – needs retraining

Each employee is expected to achieve competence in two additional tests during each year.

The Technical Manager is responsible for identifying and arranging training in two elected tests and to ensure that competence is achieved.

9. Training Evaluation

9.1 For Managers, Executives, Junior Executive, Evaluation of training imparted during the year is done by the Deputy Director.

9.2 After the external training programmes questionnaires are being given to the participants to evaluate the training programme. TR-Form-02

Section No. QPM – 6 - PC

CONTROL OF TESTING PROCESS

1. Scope

This procedure outlines the method of dealing with samples submitted to the Laboratory, testing of such samples and reporting the outcome of tests.

2. Responsibility

Technical Manager of the Laboratory is overall responsible for directing laboratory work while Textile Technologist is responsible for supervision of alllaboratory work. Functional responsibilities are indicated below.

Factory Manager Operations

Technical Manager/Laboratory Manager

Quality Manager Senior Lab Executive

Laboratory Technicians Laboratory Technician

Laboratory Assistant

(1) Laboratory Technicians and Laboratory Assistants carry out testing and recordtest results. Also responsible for accuracy of readings, storing of remnantsamples.

(2) Laboratory Executives are responsible for carrying out validation testing at specified intervals and specified conditions, preparation of draft reports, checking of results, during Textile Technologist's absence to receive samples. One Laboratory Executive is also in charge of stores.



3. Receiving Samples for Testing

FLOW ACTIVITIES RES. REF.

1. Check samples for suitability TM/Lab Procedure forand adequacy. If inadequate Executive Inspection and

request customer to forward Testing QPM-9-IT the requisite quantity. If

Checking unable to supply more, and negotiate to amend the test Accepting method.

2. Check sample numbers TM/Lab3. Accept sample with test Executive CR-Form-01 requisition. (if already filled) and enter in to sample register.

1. Complete test requisition form TM/LabIn agreement with client on Executivei) Required tests CR-Form-01ii) Test methods (If client requests that particular methods be followed)iii) Method of transmitting report (by post, fax, collection etc.)

2. Record instructions of client TM/Lab Exec. (if any) regarding.

Documentation i) Urgency of test report ii) Return of samples

iii) Any particular details to be reported.

3. Enter details in contract register Contract Reg.

giving i) Date received ii) Sample type and number

received. iii) Tests required to be done

iv) Reference number

4. Allocate assignment to Lab TM/Lab CR Form 01 Technicians/Lab Assistants. Executive

This record contains inspections and tests to be carried out.




1. Store samples in polythene bags TM/Lab Storage and place in cupboard in order of Executive

priority until the time of testing.

4. Testing


1. Carry out testing as per Lab Tech/ CR Form 01instructions. Lab Asst.

i) Observing specified testing environment and

ii) Adopting test methods WI-ManualTesting specified and using equipment Ref.STD

for testing according to work instructions

2. Store samples remaining as Lab Tech/ Remnant reference samples after testing. Lab Asst. Sample

3. Return remnant sample Registerif requested by client.

1. Record test results of each test Lab/ Work specimen. Tech. Sheets2. Sign test results recorded and Lab Tech/

initial any corrections done Lab Asst. Recording during the test.

3.All alteration to the test results TM/Labor calculation should be checked Executiveand authorised by the responsible.



5. Reporting


1. Check worksheets for accuracy TM/Lab Work Sheets/ of results, compliance to contract Executive CR Form 01

Preparation 2. Prepare draft report by entering TM/Lab of following details. Executive Report (a) Date and Report reference No.

(b) Name and Address of the Customer.

(c) Date of Request. (d) Sample Details (e) Test Methods used. (f) Test conditions if required3. Prepare final report TM/Lab Executive4. Check results in the reports and TM/Lab Executive commitment on results if required

1. The final report is forward to TM Lab Executive or nominated person for signature.2. After checking and signing, TM/QE

Signature forwards reports to TM, for final nominated of signature. person

Certificates 3. In case the Technical Manager is notavailable Quality Manager or a nominatedperson for Quality Manager shall bethe final signatory.

1. Check the following details in the Report prior to issue of same.

(a) Customer Name (b) Customer Reference No. (c) Test Report No. (d) Whether the cover and the Pages are correctly attached.

Issuing 2. Put the report in the cover. Report 3. Check whether the customer

Need the remaining sample back.4. Issue/dispatch test report as per TM/Lab CR-Form-01 customer instructions. Executive Test

Requisition5. File copy of test report TM/Lab

Enter in dispatch register Executive Des.Reg. i) Date of issue of report TM/Lab

ii) Postal registration number Executive and/or fax confirmation details.

iii) Customer signature if issued by hand.

6. Issue invoice to client (Credit)




At any stage a retest can be TM/QE NC-Form-01ordered by TM/DD/D on receipt of any customer complaint or in case of out ofcalibration of equipment or ifresults of validation checksdeviate from standard.

Retesting1. Test remnant sample TM/Lab Executive2. Check and conform tested results.3. Inform customer if results differ from issued results.4. Issue corrected test report.5. Invalidate original test TM/QE report and fill in N/C-Form

Section No. QPM – 7 - PP

PURCHASING

1. Scope

The procedure outlined in this manual is applicable for the purchase of chemicals,standard reference materials, glassware and equipment.

2. Responsibility

The Technical Manager is overall responsible for all purchases. Functional responsibilities are outlined below.

3. Purchase of Chemicals, Standard Reference Materials and Glassware - Locally

FLOW ACTIVITY RES. REF.

1. Prepare list of Suppliers TM/Lab Exec. PP-Form-02Identification 2. Identify materials to be of Suppliers purchased

1. Contact Suppliers

Request for 1. Prepare purchase request form TM PP-Form-01 Purchase 2. Obtain approval Director Technical Operation

1. Call for quotations from TM Suppliers2. Negotiate prices TM

Assessment 3. Evaluate offer and select TM PP-WI-01 a suitable supplier

1. Agree on terms of supply TM

Purchasing 2. Obtain Director Technical's TM Operation’s approval for purchase3. Place purchase order if offer Asst. Manager is acceptable Product Development


PURCHASING

4. Purchase of Equipment, Chemicals, Standard Reference Materials andGlassware - Foreign


1. identify items to be purchased TM2. prepare specifications for items TM/Lab

Selection of to be purchased. ExecutiveSuppliers 3. obtain approval Director Tech. Operation

4. call for quotation from Asst Manager Suppliers approved list Product Development

Assessment 1. Follow procedure in 3 of PP - QPM – 7 - PP Form-01

1. Agree on terms of supply TM

Purchasing 2. Obtain Director's approval for TM purchase3. Place purchase order if offer Asst Manager is acceptable Product Development


PURCHASING

5. Evaluation of Services and Suppliers :

5.1 Allocate marks as follows to evaluate the performance

5.1.1 Quality(i) Fully conform to specifications = 3(ii) Marginally conform to specifications and

adequate for purpose = 2(iii) Does not conform to specifications = 0

5.1.2 Delivery(i) Full delivery on time = 3(ii) Part delivery on time = 2(iii) Late delivery = 0

5.1.3 Packing(i) Packing and labelling ensures safety of

product = 3(ii) Packing is good enough for safety

of product but labelling not adequate = 2(iii) Packing and labelling poor = 0

Total ==

Evaluation

Circle the relevant, add total circled, rate according to following

Grade No. of Points

Excellent equal to 9Good equal or more than 7Poor less than 7

Section No. QPM – 8 - IT

INSEPCTION AND TESTING

1. Scope

This procedure outlines the systems adopted in the inspection of test records,materials and equipment.

2. Responsibility

The Technical Manager of the laboratory is overall responsible for directing activities of Laboratory work while the Laboratory Executives are responsible for supervision of all laboratory work. Functional responsibilities are as indicated below.

3. Inspection and Testing

FLOW ACTIVIITIES RES. REF.

1. Check/Inspect all incoming TM/Lab IT-Form-03Incoming equipment at receipt ExecutiveMaterial and Equipment 2. Inspection all incoming material IT-Form-04

(chemicals, standard reference material) at receipt

1. Check size of sample (Whether TM/Lab CR-Form-01 adequate for required tests) Executive

Inspection 2. Examine sample for any visual of defects which impairs testing.

Incoming 3. Accept if sample is suitable, Samples otherwise request suitable sample.

Inspection of 1. Check whether CR Form 01 TM/Lab CR Form 01 Contract is filled completely. Executive Review




1. Carry out inspection during the process of testing, at random, to check i) If correct equipment is used TM/Lab Worksheets ii) Equipment is operated on Executive correct setting and in correct

environment. iii) Care is taken on proper

handling of equipment and samples. iv) Equipment is calibrated

a) Prior to the test, using standard reference materialOR

b) Has valid calibration Inspection certificate of Testing 2. Inspect and validate test results at TM/Lab Ref. Standards Process specific intervals for following. Executive

i) accuracy of equipment ii) accuracy of testing personnelIf results are out of limits raiseNC Form.

3.Examine records of test results and TM/Lab check Executive

i) whether measurements havebeen taken to the requiredaccuracy

ii) That the correct recording format has been adopted.iii) Whether identification marks of samples recorded are correct and adequate to ensure traceability of samples.

iv) That all manual calculations are correct.

v) That all corrections are countersigned andvi) Ensure that raw data have not altered

4. Check record of test status TM/Lab CR Form 01Executive




1. Examine whether test report TM/Lab is issued on letter heads bearing Executive the name, address and logo of the Centre.

Inspection 2. Check Record of test status. of 3. Ensure that the report is based on TM/Lab Test Report actually observed test results Executive

appearing on lab records.4. Ensure that the report is complete. TM/Lab Procedure on

Executive test status

1. Review test methods periodically TM/Lab (once a year) to check if any Executive

Review of alterations or amendments have Test been effected in the National/ Methods International standards adopted

for each test method.2. Amend test method if required TM/Lab Exec. CR-Form-01

1. Inform customer if customer does TM/Lab Not contact the Centre. Executive

Monitoring 2. If there is any possible delay in TM/Labof Service testing as evident from the record Delivery of TS-Form-01 corrective actions

are taken and customer is informed.

1. Periodically (once a month) TM/Lab Ref. Material inspect all reference material to Executive Register check validity and identification. 1. Check label on reference material

forChemicals i) Identification (name/formula, and strength etc.Reference ii) Date of preparation or of Material receipt

iii) Validity period specified/ TM/Lab permitted entered in the Executive

register based on supplier instructions/experience.

iv) Any specific instructions on its use.




1. Inspect stored samples (reference samples) at least bi-annually to ensure that i) They can be properly identified

Inspection ii) They are stored in proper of environmentStored Sample iii) They are stored in numerical

order2. If the period of retention of TM/Lab samples exceed Executive 08 months for samples, Take steps to dispose them

1. Inspect Thermo-hygrograph daily TM/Lab Graphs to ensure recording have been Executive continuous at conditioned area

2. If any significant deviation from N/C Form 01the set specifications is observed

Inspection stop testing and inform of maintenance personnel.Humidity and 3. Raise non-conformity for Temperature appropriate preventive and Procedure corrective action.

4. Testing to recommence onlyafter the standard conditionsare reached.

1. Inspect equipment for TM/Lab i) Proper function of safety Executive

Inspection devices. of Test ii) Warning labels instruction etc. Equipment iii) Marking of service dates and

dates of calibration2. Above check should be done each TM/Lab

time that the equipment is used. Executive

Section No. QPM – 9 - VTR

VERIFICATION OF TEST RESULTS

1. Scope

This procedure ascertains whether the test results obtained are accurate.

2. Responsibility

Technical Manager is overall responsible for verification of test. The responsibility of carrying out verification test and control of equipment will be done by Lab Executives or Lab Technicians (VTR Form 4).

3. Procedure

Establishing values of reference Materials for verification Tests

1. Select material and no. of specimens to be tested as given in the “ Equipment / Test Operation Record

2. Determine following values a) Mean b) Range (If required)c) Standard Deviation (If required)

3. If control chart is to be introduced, establish Control Limits for Mean and Range.4. Enter Standard values for each reference material in VTR Form 01.5. Refer the Control Chart VTR Form 02 or recorded results for validation

VTR Form 03.

4. Frequency

The verification tests are carried outa) After calibration, prior to formal testingb) After detection of any unusual environmental conditionc) After testing of specific number of tests as determined for each machine or after a

specific period of time.

5. Recording

The verification records are maintained on a file opened for each machine.(VTR-Form-02/VTR Form 03)

6. Corrective Action

If any results are found to be out of specified limits, raise a non-conformity to proceed with corrective and preventive action.

Section No. QPM – 10 - VTR

ASSESSMENT OF OPERATOR CONSISTENCY (HUMAN FACTOR)

1. Scope

The consistency of operators in grading of samples is assessed at regular intervals in the following areas.

(1) Colour assessment using gray scales(2) Pilling Assessment

2. Responsibility

The Technical Manager is overall responsible for scheduling, carrying out and recording the results of tests.

3. Assessment of Operator Consistency

Two sets of samples, specially prepared and graded are used for this test.

Special sets of samples are prepared for

a) Colour assessment – (3 sets) Woven, Knitted double and single jersey

b) Pilling (3 sets) – Woven, Knitted double and single jersey

All, who have reached competence in tests involving colour and pilling assessment are subjected to these two tests once in 3 months.

Section No. QPM – 11 - MH

HANDLING, STORAGE, PRESERVATION PACKAGING AND DELIVERY

1. Scope

This manual describes the procedure for handling and storage of

(i) Consumable(ii) Glass ware(iii) Customer Samples

2. Responsibility

The Technical Manager is overall responsible for the safety, and care of all laboratory equipment, chemicals, standard reference material and machine parts, functional responsibilities are indicated below.

3. Procedure for Handling and Storage of Chemicals/Reference Material


1. Check material against invoice or TM/Lab Inv./DN Accepting Delivery Note (D.N) Executive

2. If delivery is not in order, inform TM/Lab TM, DD and Accountant Executive

1. Store in classified section TM/Lab Exec. Chem. Reg. Storing 2. Enter in register with shelf life

indicated if required.

1. Record issued material/chemical TM/Lab Exec. Chem. Reg. Issuing 2. Obtain signature of person to whom the issue is made

Disposal 1. All chemicals after expiry of shelf TM/Lab Exec. Chem. Reg. life is destroyed



4. Procedure for Handling and Storage of Glass Ware


1. Follow acceptance procedures TM/Lab 1 and 2 given under 12.3 above Executive

Accepting 2. Enter item in inventory TM/Lab Exec. Inventory3. Submit updated inventory for TM/Lab approval Executive

Storing 1. Store in classified section

1. Check availability in stores TM/Lab Exec. Issuing 2. Follow issue procedures 1 and 2

given in 12.3 above

5. Handling and Storage of CR Forms Test Requests, Work Sheets andCopies of Test Reports


1. Store all work sheets after TM Work Sheet preparation of draft reports in box Files files with the identifications.2. Store all CR Forms, copies of test TM Client Request/

Storing reports and any client's requests CR Form letters in clients files. These files will be replaced annually and the obsolete pages will be in bundles with their identification in HDP bags.

1. Check annually all files which TM exceeded the retention period.

Disposal 2. Discard them with the consent of TM Laboratory Log TM (Laboratory) Book



6. Handling and Storage of Customer Samples


1. Check remainder of tested samples TM/Lab Procedure for (Ref. Samples) for - Executive Identification i) Proper packing in HDP and Traceability

Accepting ii) Sample number marking iii) Identification of customer

2. Enter in stores sample register TM/Lab RemnantExecutive Sample

Register1. Collect the remaining sample

Storing after testing.2. Label them according to the Customer Ref/Test Report Ref.3. Packet them in DP bags.4. Label it with Customer Name, Reference No., No. of Sample.5. Record in the remnant sample Register.6. Store in classified section TM/Lab

Executive

1. Identify samples completing the TM/Lab period of retention Executive2. Prepare list of samples for disposal Disposal

Disposal Register3. Obtain approval for disposal

4. Disposed the samples after removal of any identification marks.

Section No. QPM – 13 - IA

INTERNAL QUALITY AUDITS

1. Scope

This section of the manual describes the internal quality audit procedure. The objectives of internal quality auditing are;

To determine the conformity of the quality system elements withspecified requirements.To determine the effectiveness of the implementation of quality systemTo improve the existing quality system.

2. Responsibilities

2.1 The Quality Executive (QE) is responsible and authorised for planning the Internal Quality Audits, periodicity, work area for the audits, selection of audit team and also for maintaining and documenting records. He is also responsible for reviewing whether timely corrective actions are taken in case of non-conformities recorded during Internal Quality Audits.

2.2 Those who are responsible functionally take corrective action on audit findings and record same.

3. Audit Planning

QE plans the frequency, dates and department of internal quality audits. These audits are carried out at least twice a year covering all the requirements of ISO 17025 quality systems to each. Ref.IA-Form-01

4. Audit Scheduling

4.1 QE in consultation with Director selects the Audit team members, including audit team leader.

4.2 All members of the audit team have undergone the internal qualityaudit training programme.

4.3 No employee of the Department is allowed to audit his own Department.

4.4 QE intimates to the respective (Auditees) about the proposed dates, areas of audit and audit team in writing in audit schedule. Ref. IA-Form-02

4.5 The QE intimates to the auditees and auditors one week priorto the audit.

Section No. QPM – 13 - IA

INTERNAL QUALITY AUDITS

5. Audit Process

The audit process is in the following sequence:

5.1 Carrying out the audit.5.2 Recording of audit findings in the form of non-conformance’s/

observations in format IA-Form-03, IA-Form-04 and IA-Form-055.3 Closing meeting with the auditees.5.4 Auditee to enter corrective-actions with time frame in the space

provided in IA-Form-03.

6. Auditee must carry-out the corrective action and complete the relevant cagein IA-Form-03.

7. Follow-Up Review

A follow-up audit is carried out immediately after the corrective action and before the next scheduled audit and the relevant columns of IA-Form-03 of the previous audit must be completed.

The adequacy of corrective actions must be reported.

8. QE’s Comments

If the corrective actions are adequate, QE will close the audit.

If this audit can not be closed due to inadequacies of corrective actions, QEmust make his remarks in the relevant cage.

Section No. QPM – 14 - PCNC

PROCEDURE FOR CONTROL OF AND REPORTING NON-CONFORMING WORK

1. Scope

To prevent the release of non-conforming data and to ensure that it is reported so that corrective action can be taken.

2. Responsible

All staff members are responsible for identifying any suspected or real non-conformities. The TM is responsible for ensuring the control of non-conforming work and for giving instructions for resumption of work or release of data once the non-conformity is cleared. The TM is responsible for initiating a report on non-conforming work and for ensuring that the root cause is investigated and corrective action taken as per procedure QPM-17-PCCA.

3. Identification

The non-conforming work may be identified by any route including.

3.1 Non-conformity test results and services reported by staff.3.2 Suspected non-conformity as a result of analysis of work processes3.3 Customer complaints3.4 Non-conformity reported at internal or external audit.

All non-conforming work must be notified to the TM.

4. Response

4.1 Control of Non-conforming Work and Investigation

Stop testing where required If results are not issued, do not include such results in report.

If results are issued inform client and recall test results. Rectify fault and validate test results

Re-commence testing and issue fresh report

4.2 Reporting

The TM enters details of the non-conforming work, a description of any action already taken, corrective action taken or planned on form NC-FORM-01. The form must then be passed to the QE. The TM will determine whether any corrective action is required and, if so, will Initiate the procedure described in QPM-14-PCCA.

Section No. QPM – 14 - PCNCPROCEDURE FOR CONTROL OF AND REPORTING

NON-CONFORMING WORK

1. Scope

To ensure that appropriate corrective action is planned and taken in response to non-conformities. This procedure also provides for follow up to establish the effectiveness of corrective actions.

2. Responsibility

2.1 Corrective Action in Response to Internal Audit

Where corrective actions are in response to internal audit findings the auditor and auditee are responsible for agreeing on corrective actions, time scale and for assigning responsibility for carrying out the action.

The auditor and auditee are also responsible for establishing a plan for follow-up to confirm the effectiveness of the corrective action.

The QE is responsible for monitoring the corrective action and for confirming that it has been implemented effectively. ( Ref QPM- 12 –IA )

2.2 Corrective Action in Response to Other Sources

Such sources will typically be in response to customer complaints, QPM-14-PCCC, and as a result of a report on non-conforming work, QPM-13-PCNC.

The TM is responsible for planning corrective action and for establishing a plan for follow up to confirm that the action has been effective. It is normally expected that this will be in discussion with the QE. The responsibility for taking the action and the required date of completion will be assigned by the TM.

The QE is responsible for following up to confirm that the corrective action is complete and for ensuring that the plan for monitoring the effectiveness of the action is carried out.

The QE is responsible for confirming that the corrective action has been completed and is effective.

Section No. QPM – 15 - PCCA

PROCEDURE FOR PLANNING CONDUCT AND FOLLOW-UP OF CORRECTIVE ACTION

1. Scope

To ensure that appropriate corrective action is planned and taken in response to non-conformities. This procedure also provides for follow up to establish the effectiveness of corrective actions.

2. Responsibility

2.1 Corrective Action in Response to Internal Audit

Where corrective actions are in response to internal audit findings the auditor and auditee are responsible for agreeing on corrective actions, time scale and for assigning responsibility for carrying out the action.

The auditor and auditee are also responsible for establishing a plan for follow-up to confirm the effectiveness of the corrective action.

The Quality Executive (QE) is responsible for monitoring the corrective action and for confirming that it has been implemented effectively. (Ref QPM- 15 –IA)

2.2 Corrective Action in Response to Other Sources

Such sources will typically be in response to customer complaints, QPM-18-PCCC, and as a result of a report on non-conforming work, QPM-16-PCNC.

The TM is responsible for planning corrective action and for establishing a plan for follow up to confirm that the action has been effective. It is normally expected that this will be in discussion with the Quality Executive. The responsibility for taking the action and the required date of completion will be assigned by the TM.

The QE is responsible for following up to confirm that the corrective action is complete and for ensuring that the plan for monitoring the effectiveness of the action is carried out.

The QE is responsible for confirming that the corrective action has been completed and is effective.

Section No. QPM – 15 - PCCA

PROCEDURE FOR PLANNING CONDUCT AND FOLLOW-UP OF CORRECTIVE ACTION

3. Procedure and Records

Corrective action must be such as to address the root cause of the non-conformity.

The action proposed and the plan for follow up to confirm effectiveness of the action must be entered on form NC-FORM-01 or form IA-FORM-01 as appropriate.

The form must then be reviewed by the QE who will, if necessary, ask for additional or modified corrective action. In particular the QE must be satisfied that the root cause of any non-conformity is being addressed by the corrective action.

The QE is responsible for following up to confirm that the corrective action has been carried out and has been effective. The follow up must be recorded on the appropriate form, i.e. NC-FORM-01 or form IA-FORM-01.

Section No. QPM – 16 - PCPA

PROCEDURE FOR IDENTIFYING AND CONDUCTING PREVENTIVE ACTION

1. Scope

To ensure that the quality system is scrutinised to identify any areas where the potential for non-conformities can be reduced and to identify opportunities for improvement.

2. Responsibility

All staff and auditors are responsible for bringing to the notice of the QE any suggestions which might improve the quality system.

Internal and external auditors, in addition to their prime function, are expected to advise the QE of any suggestions they have for improvements to the quality system.

Formal scrunity of relevant information on the performance of the quality system and identification of preventive action will be carried out at the Management Review meeting. See QPM-5-MR.

The QE is responsible for assigning responsibility for conduct of preventive action and for following up to ensure it has been conducted.

3. Management Review Inputs

The Management review meeting must consider all feedback on the performance of the quality system with a view to identifying preventive actions, which can practicably be taken. The review may consider the practical and commercial implications of any preventive action with respect to the scale of the perceived risk.

The information to be considered should include, but not be limited to :-

Internal and external audit reports;Results from internal quality control samples and trends observed in this data;Results from inter laboratory proficiency testing;Maintenance and calibration data for instrumentation;Feedback from internal and external auditors;Reports on Non-conforming work.

Section No. QPM – 16 - PCPA

PROCEDURE FOR IDENTIFYING AND CONDUCTING PREVENTIVE ACTION

4. Procedure for Action and Records

All suggestions for preventive actions must be communicated to the QE who will initiate a Preventive Action Record Form PR-FORM-01 summarising the reasons why the action should be considered..

The QE must discuss the suggested action with the TM and decide whether the identified risk and the action proposed are adequate.

If the QE concludes that the action is not required then the reasons must be recorded on the form and no further action need be taken.

If the QE is satisfied that the action is required the planned action must be detailed on the form and a person identified to carry it out. A time scale for the action must also be entered.

The QE is responsible for following up to confirm that the preventive action has been completed.

The QE must review the effectiveness of all preventive actions and record comments on the form. The QE must provide a summary of conclusions on the effectiveness of preventive actions to the next Management Review.

PR-FORM-01

PREVENTIVE ACTION REPORT

Reason for Suggested Preventive Action

Suggested by…………………………………………………………….Date……………

QE Comments. If no action is proposed ,give clear justification.

Signed…………………………………………………………………Date……………...QE

Plan for Action

Signed……………………………………………………………….Date :……………… QE

Page 1 of 2 Authorised by QE Revision No. 0. Issue Date July 2001

Person responsible for action and agreed completion date

Confirmation of Completion of Action

Signed……………………………………………………………….Date :……………… QE

Comments on Effectiveness of Action

Signed………………………………………………………………Date………………..QE

Page 2 of 2 Authorised by QE Revision No. 0. Issue Date July 2001

DD-Form-01

REQUEST FOR DOCUMENT REVISION

Document No. :

Issue No. :

Revision No. :

Reference/Section No. :

Page No. :

Reason for Change :

Change Required :

: …………………Issuing AuthorityDate:

Comments of Approving Authority:

……………………..Approving Authority

DD-Form-02

DOCUMENT REVISION INTIMATION/ACKNOWLEDGEMENT FORM

From : …………………………. (QE) To: ……………………… (Copy Holder)

DOCUMENT REVISIONDOCUMENT REFERENCE NO.

Please find enclosed the revised document for section ………………….Page No………of ……………. along with copy of updated revision record page.

Your are now requested to do the following.

(1) Confirm that you have received and incorporated all earlier revisionsto the document.

(2) Take out the obsolete pages from your copy and destroy same by tearing.

(3) Insert the revised pages including the revised “Revision Record” in your copy.

Please return this covering memo to me as confirmation of having completed the above actions.

………………………..Signature of QE

To : Quality Executive

I confirm that I have completed all the actions listed above.

…………………………Signature & Name of the Copy-Holder with Date.

TR-Form-02

TRAINING EVALUATION FORM

1. Name of Participants :

2. Designation :

3. Training Programme :

4. Duration :

5. Venue :

6. Training conducted by :

7. Programme contents in brief :

8. Was the training successful : Yes/No

9. If Yes, give briefly benefits obtained for your work :

10. Was the training period adequate :

11. If No. Please give reasonsin your opinion :

Remarks :(To be filled by the Officer In-Charge of training on interview with participant)


Issue No.: 01 Issue Date: 01.10.2008 Rev. Date: 00 Page No.:

TR-Form-03

PERFORMANCE APPRAISAL FORM

Date : ……………

Name :

Division :

Designation :

Nature of Work :

Supervisor’s Comments :

(a) Knowledge : Excellent/Good/Satisfactory/Poor(b) Accuracy : Excellent/Good/Satisfactory/Poor(c) Reliability : Excellent/Good/Satisfactory/Poor

(please indicate above in respect of work performed, strike off inapplicable)

Training :(indicate if training is required and the area)

Any other remarks :

Technical Manager :

Comments

………………………. ………………………..Signature of Supervisor Signature of Technical Manager

Date : ……………….. Date : ……………..



TR FORM 04

COMPETENCE EVALUATION FORM

Name of Participant : Designation :

Name of the Test :

A. Sample Preparation

MarksCorrect Incorrect

Sample Selection Procedure

Method of Marking

Method of Cutting

Sample Identification Method

No. of Samples

Sample Handling Procedure

Total Marks

B. Testing Procedure

Calibration Procedure MarksCorrect Incorrect

Knowledge about theTesting Equipment

Machine Settingi) Questionii) Questioniii) QuestionOperating Procedurei) Questionii) Questioniii) Question

Recording of Test ResultsCalculation MethodAccuracy of Results

Total



If correct 1 mark.If incorrect 0 mark.

C. Safety

Sample Preparation 1) Question ……………(If any) 2) Question ……………

Testing Equipment 1) Question ……………2) Question ……………

Testing Equipment 1) Question ……………2) Question ……………

Total ……………

Time required to perform the test ……………

Assessment and Recommendations

A. Sample Preparation

Marks Level Training Requirements6 Good No training requiredMore than 3 Satisfactory Needs further training in weak areasLess than 3 Poor Retraining required

B. Testing Procedure


C. Safety


Recommendation

Total Marks (A+ B + C) - More than 15 - Can work independentlyMore than 11 - Needs supervisionLess than 11 - Retraining necessary



PC-WI-01

WORK INSTRUCTION FOR PREPARATIONS OFDRAFT REPORT

Check whether the results are initialled by the person carried out the test.

Check results on record books randomly for any calculation errors.

Carry out re-checking of results if necessary.

Check the test method is correct (Client's requirement)

Check the sample reference, description, No. of samples and the date clearly entered.

Prepare the draft report.

* Client reference number* Our reference number* Sample description (Sample ref., of samples and sample size)* Test method* Characteristics and results

Reference Data Sheets

Date : …………………. ……………………………Technical Manager



PC-WI-02

WORK INSTRUCTION FORISSUE OF TEST REPORT

Responsibility : TM/Lab Executive

Check the following details in the report

a) Client nameb) Client reference no.c) Test report no.d) Whether the cover and the pages are correctly attached

Put the report in a brown paper cover.

Check whether the client has requested return of remnant (balance)samples. If so follow work instruction.

Issue the report to the client and if required obtain his/her signature for acknowledgement.

Date : ……………… ……………………………Technical Manager



NC-FORM-01

NON-CONFORMING WORK REPORT

Details of Suspected or Actual Non-conformities

Report by………………………………………………………….Date………………….

Investigation of root cause

Signed……………………………………………………………….Date :……………… Technical Manager

Corrective Action Taken or Proposed


Page 1 of 2 Authorised by MR Revision No. 1. Issue Date July 2001



Person responsible for action and agreed completion date

Plan for Confirmation of Effectiveness of Action


Verification of Completion and Effectiveness of Action

Date :……………… ………………………….. Quality Executive

Page 2 of 2 Authorised by MR Revision No. 1. Issue Date July 2001



PP-FORM-02

SUPPLIER INFORMATION FORM

1. Name : ………………………………………………………..

1.1 Address : ………………………………………………………..

1.2 Telephone : …………………… 1.3 Fax No. : ………………

1.4 E-Mail : …………………… 1.5 Web Site : ………………

2. Contact Person : ………………………………………………………..

2.1 Telephone No. : …………………… 2.2 Fax No. : ………………

2.3 E-Mail : …………………….

3. Products/Services Offered ………………………………………………..

3.1 Products/Service ………………………………………………..

3.2 Principle Agent ………………………………………………..

3.3 Address ………………………………………………..

3.4 Telephone ………………… 3.5 Fax. ……………….

3.6 E-Mail ………………… 3.7 Web Site …………...

3.8 Whether ISO 9000 Certified? Yes No

3.9 a) If Yes, Certified No. ………………… b) Issued by ………………… c) If No, Any other QMS …………………



4. Please provide information on ………………………………. Two Companies/Organisations obtained your services.

a) Company ……………………………………………………… Contact Person ……………………………………………………... Address ……………………………………………………… Telephone …………………………….. Fax ………………… E-Mail ……………………………. Services Provided ……………………………………………………… ……………………………………………………… ………………………………………………………

b) Company ……………………………………………………… Contact Person ……………………………………………………... Address ……………………………………………………… Telephone …………………………….. Fax ………………… E-Mail ……………………………. Services Provided ……………………………………………………… ……………………………………………………… ………………………………………………………

Signature …………………….. Date …………………….

Office use only:

Services Required:

…………………………………………………………………………………………..…………………………………………………………………………………………..…………………………………………………………………………………………..…………………………………………………………………………………………..

Selection Criteria :

…………………………………………………………………………………………..…………………………………………………………………………………………..…………………………………………………………………………………………..

Prepared by: Checked by : Authorized by:

……………………….. …………………………. ……………………….



PP-FORM-03

SUPPLIER/SUB-CONTRACTOR PERFORMANCE

1. Name of Supplier/Sub Contractor : ……………………………………………….

2. Products/Services Obtained : ………………………………………………. ………………………………………………. ………………………………………………. ………………………………………………. ………………………………………………. ……………………………………………….

3. Date Required : ……………………………………………….

4. Evaluation of Service

Quality =Price =Packaging System =On time Delivery =Supply of required Quantity =

Average Mark =

5. Comments : ………………………………………………. ………………………………………………. ………………………………………………. ………………………………………………. ………………………………………………. ……………………………………………….

………………………Technical Manager



IT-FORM -03

INSPECTION OF EQUIPMENT PURCHASED

Name of Equipment :

Date Received :

Inspected and Received by :

Yes No Remarks

1. Is the packages damaged

2. Is the equipment damaged

3. Are the operating manuals included

4. Are the service manuals included

5. Are the required accessories included

6. Are the equipment match with specifications

Any other comments :

……………………… …………………….Technical Manager Inspector



IT-FORM-04

INCOMING INSPECTION OF CHEMICAL ANDREFERENCE MATERIALS

Name of Item :

Date Received :

Inspected by :

Yes No Remarks

1. Are the items are correctly labeled

1.1 Strength

1.2 Date of Manufacture

1.3 Date of Expiry

2. Are the items in the purchase ordered/invoiced delivered in;

2.1 Correct Specifications

2.2 Correct Quality

3. Other Comments

……………………………Inspector



MH-WI-01

WORK INSTRUCTION FORSTORING OF TESTED SAMPLES

FOR REFERENCE

Responsibility : TM/Lab Executive

Collect all the remaining samples after testing Label them according to the client identification marks/reference Packet them in polythene bags

(The samples of one report in one bag) Label it with following

a) Clientb) Reference No.c) No. of Samples

Record it in the reference sample register Insert it in the appropriate bin

Date : ………………… ………………………….Technical Manager



Textile Training & Services CentreTEXTILE TESTING LABORATORYAssessment of Testing Services by Customers

If you wish to remain anonymous – do not fill 1, 2, 3 and 4.

1. Name of Organization : ………………………………………………………….2. Address : ………………………………………………………………3. Telephone : …………… Fax ………… E.Mail ……………………4. Person interviewed : …………………………………………………………..5. Nature of Business : Textile - Manufacturer Trade

Garment - Manufacturer Buyer Raw material Supplier Others (specify) ……………………………………….

6. Who are your main Clients? : 1. ……………………………………………………. 2. …………………………………………………….… 3. ……………………………………………………….

7. How did you establish contact with TT&SC?Customer Referral Local Media industrial AssistanceTT&SC PublicationsWeb Site Others (Specify) …………………

8. What are the factors, which prompted you to obtain our services?(Mark first three in order of priority as 1, 2 and 3 in appropriate cages)Price Turn around time Technical assistance International acceptance Lack of other choice Impressed by visit to Lab

Were your expectations fulfilled?(Rate your answers in a scale of 1 (very poor) to 5 (very good)A Price 1 2 3 4 5B Turn around time 1 2 3 4 5C Technical assistance 1 2 3 4 5

10. How do you rate our services?(Rate your answers in a scale of 1 (very poor) to 5 (very good)A Availability of testing facilities 1 2 3 4 5B Presentation of results 1 2 3 4 5C Punctuality of service 1 2 3 4 5D Reporting format 1 2 3 4 5E Courtesy of staff a. Laboratory

b. Reception c. administration

1 2 3 4 5

11. Do you currently use any other testing laboratory? Yes No If yes, How do you rate our services?1. Better than others 2. As good as others 3. Not as good as others

Suggestions and Comments.13. Date: …………………

