QUALITY MANAGEMENT SYSTEM MANUAL · Recognized as a specialist BPO services provider who leverages cutting edge technology, process excellence and deep domain expertise to deliver

QUALITY MANAGEMENT SYSTEM MANUAL

CSS/QMS/MNL/001 v 1.0

1

QUALITY

MANAGEMENT

SYSTEM MANUAL

Based on ISO 9001:2008

CENTILLION SOLUTIONS & SERVICES



2

Copyright: Centillion Solutions and Services Pvt. Ltd, Bangalore, India

Document Information

This document is classified for Internal Circulation only

Version No Date Department Process Name Document ID

1.0 13-July-15 Centillion-Level1

Document Quality Management

System CSS/QMS/MNL/001

Document Name

Prepared By Reviewed By Approved By Document Owner

Quality Management

System Manual

Parvathy Raguraman

RS Narayanan Dinesh Poduval MR



3

2015 Centillion Solutions and Services Pvt. Limited, All Rights Reserved.

No part of this publication may be reproduced or distributed to individuals not employed by

Centillion Solutions and Services Pvt. Limited in any form or by any means, electronic or

otherwise, non-known or hereafter developed, including, but not limited to, the Internet,

without the explicit prior written consent from Centillion Solutions and Services Private Limited.

Requests for permission to reproduce or distribute to individuals not employed by CENTILLION

SOLUTIONS AND SERVICES any part of, or all of, this publication should be mailed to:

Centillion Solutions and Services Pvt. Limited

Indecomm House

No. 30, Laskar Hosur Road

Adugodi

Bangalore - 560 030.

For additional information or if you have questions about this publication, please contact the

Bangalore - Head Risk and Compliance at +91 80 6696 0646 or email –

[email protected];

Mumbai – Head Sales and Service Delivery at +91 22 2844 6664 or email – chirayu.thakkar@

centillionss.com;

The logo of Centillion Solutions and Services Private Limited (shown below), and other

trademarks, service marks, and logos (the “Trademarks”) used in this publication are registered

or unregistered Trademarks of Centillion Solutions and Services Private Limited, or their

respective owners. Trademarks may not be used for any purpose whatsoever without the

express written permission of the Trademark owner.

www.centillioncosmos.com

mailto:[email protected]

http://www.centillioncosmos.com/



4

Table of Contents INTRODUCTION ........................................................................................................................................... 7

Company Profile ...................................................................................................................................... 7

Vision ........................................................................................................................................................ 8

Mission ..................................................................................................................................................... 8

Organization Structure ........................................................................................................................... 8

Purpose .................................................................................................................................................. 12

Objective ................................................................................................................................................ 13

Concept ................................................................................................................................................... 13

Centralized Operations Unit, Bangalore (COPS): ................................................................................ 16

1. SCOPE ................................................................................................................................................. 18

1.1 General ....................................................................................................................................... 18

1.2 Application ................................................................................................................................. 18

1.3 Location Details: ........................................................................................................................ 19

2. NORMATIVE REFERENCE................................................................................................................. 20

3. ABBREVIATIONS, ACRONYMS, AND DEFINITIONS ........................................................................ 20

4. QUALITY MANAGEMENT SYSTEM ................................................................................................... 21

4.1 General requirements ............................................................................................................... 21

4.2 Documentation Requirements ................................................................................................. 22

4.2.1 General ............................................................................................................................... 22

4.2.2 Quality Manual ................................................................................................................... 24

4.2.3 Control of Documents ....................................................................................................... 25

4.2.4 Control of Records ............................................................................................................. 26

5. MANAGEMENT RESPONSIBILITY .................................................................................................... 27

5.1 Management Commitment ....................................................................................................... 27

5.2 Customer Focus ......................................................................................................................... 27

5.3 Quality Policy ............................................................................................................................. 28

5.4 Planning ..................................................................................................................................... 29

5.4.1 Quality Objectives .............................................................................................................. 29

5.4.2 Quality Management System Planning ............................................................................ 30



5

5.5 Responsibility, Authority, and Communication ...................................................................... 30

5.5.1 Responsibility and Authority ............................................................................................ 30

5.5.2 Management Representative ............................................................................................ 30

5.5.3 Internal Communication ................................................................................................... 31

5.6 Management Review ................................................................................................................. 31

5.6.1 General ............................................................................................................................... 31

5.6.2 Review input ...................................................................................................................... 31

5.6.3 Review output .................................................................................................................... 32

6. RESOURCE MANAGEMENT .............................................................................................................. 32

6.1 Provision of Resources .............................................................................................................. 32

6.2 Human Resources ...................................................................................................................... 33

6.2.1 General ............................................................................................................................... 33

6.2.2 Competence, Training and Awareness ............................................................................ 33

6.3 Infrastructure ............................................................................................................................ 34

6.4 Work Environment .................................................................................................................... 35

7. PRODUCT REALIZATION .................................................................................................................. 35

7.1 Planning of product realization ................................................................................................ 35

7.2 Customer related processes ..................................................................................................... 36

7.2.1 Determination of Requirements Related to the Services ............................................... 36

7.2.2 Review of Requirements Related to the Services ........................................................... 36

7.2.3 Customer Communication ................................................................................................ 36

7.3 Design and Development .......................................................................................................... 37

7.4 Purchasing ................................................................................................................................. 37

7.5 Production and Service Provision ............................................................................................ 38

7.5.1 Control of Production and Service Provision .................................................................. 38

7.5.2 Validation of Processes for Production and Service Provision ...................................... 39

7.5.3 Identification and Traceability ......................................................................................... 39

7.5.4 Customer Property ............................................................................................................ 40

7.5.5 Preservation of Product .................................................................................................... 41

7.6 Control of Monitoring and Measuring equipment .................................................................. 41

8. MEASUREMENT, ANALYSIS AND IMPROVEMENT ......................................................................... 41

8.1 General ....................................................................................................................................... 41

8.2 Monitoring and Measurement .................................................................................................. 42



6

8.2.1 Customer Satisfaction ....................................................................................................... 42

8.2.2 Internal Audit ..................................................................................................................... 43

8.2.3 Monitoring and measurement of processes .................................................................... 44

8.2.4 Monitoring and measurement of Product ....................................................................... 45

8.3 Control of Non-Conforming Product ........................................................................................ 45

8.4 Analysis of Data ......................................................................................................................... 46

8.5 Improvement ............................................................................................................................. 47

8.5.1 Continual Improvement .................................................................................................... 47

8.5.2 Corrective Action ............................................................................................................... 48

8.5.3 Preventive Action .............................................................................................................. 48

9. APPENDIX .......................................................................................................................................... 49

Appendix (1) - Quality Policy and Objectives- CSS/QSOP/APX/QPO/001 ....................................... 49

Appendix (2) - QMS Documents - CSS/QMS/APX/DCL/002 ............................................................. 50

Appendix (3) - QMS Process Sequence & Interaction Description - CSS/QMS/APX/PSI/003 ........ 51

Appendix (4) - Management Review Meeting CSS/QMS/APX/MRM/004 ....................................... 52

10. DOCUMENT MANAGEMENT INFORMATION .............................................................................. 53



7

INTRODUCTION

The purpose of this manual is to address the requirements of the QMS international standard

and channelize the Quality Management System processes within the framework of the

CENTILLION SOLUTIONS AND SERVICES-QSOP framework and to describe the company-wide

procedures and process interaction structure of the Quality Management System (QMS) used

to achieve the corporate mission at CENTILLION SOLUTIONS AND SERVICES PVT. LTD.

(CENTILLION). The quality of our services is the key to competitiveness. It is increasingly vital for

all of us at CENTILLION to understand and use the quality management system to do a good

job, the first time, on time and every time.

This manual forms a part of CENTILLION’s commitment for meeting the requirements of ISO

9001:2008, International Standard for Quality Management System.

The top management of CENTILLION is committed to the continual improve of the quality

processes by imbibing the best practices.

The QMS processes are aligned to the greater framework of the CENTILLION SOLUTIONS AND

SERVICES - QSOP framework. The QMS international standard being implemented is in synergy

with the CENTILLION SOLUTIONS AND SERVICES-QSOP as it adopts the “Process Approach” and

“Plan-Do-Check-Act” Model.

All employees in the scope of QMS implementation are requested to follow the CENTILLION

SOLUTIONS AND SERVICES-QMS requirements specified in this manual, as a baseline. All

required changes to CENTILLION SOLUTIONS AND SERVICES-QMS need to be communicated

through change management process.

Company Profile

CENTILLION SOLUTIONS AND SERVICES PVT LTD is well-known in the banking, financial services

and insurance (BFSI) segment for the enterprise solutions it offers across risk management,

transaction processing and outsourcing and fulfillment services. Centillion was established in

the year 2006, and partners with major banking institutions, non-banking financial companies

(NBFCs) and retail and healthcare services to accelerate their business growth by providing IT-

Platform based enterprise solutions.

With a collective banking experience of more than 100 'Banker’ years, Centillion offers a unique

blend of technology and unparalleled expertise to help clients adapt, achieve and deliver

superior business outcomes. The company helps clients to effectively transform their fixed



8

costs into variable costs, thereby allowing them to focus on core competencies and create a

competitive edge.

Centillion combines deep knowledge of the domain and industry with innovative technology

platforms to provide transformational outsourcing solutions to clients. The company’s IT

platform is equipped to meet the most conceivable requirements of banks, financial institutions

and non-banking financial companies. It provides highly customized solutions by combining

innovative and state-of-art software applications with focused process management expertise

in the Agri & Rural Finance, consumer Financial Fulfillment and Imaging and Digitization

businesses.

Vision

“To become the first choice for financial service delivery worldwide.”

Mission

“Enabling clients to achieve their business goals; Empower Employees to Exceed Their Potential

through Teamwork; Learning and Leadership.”

Organization Structure

The corporate organization and reporting structure can be referred in Diagram1 below;



9

Diagram 1 – The Corporate organization and reporting structure



10

Diagram 2 – Imaging solutions and Digitization Services Organization Chart

Diagram 3 – Software Solutions and Fulfillment Services Organization Chart



11

Diagram 4 – Audit Division Organization Chart

Diagram 5 – Centillion Technology Division



12

Diagram 6 – QF & QC Department Chart

Purpose

The purpose of this QMS Manual is to address the requirements of the QMS international

standard (ISO 9001:2008) and channelize the Quality Management processes within the scope

of QMS implementation in CENTILLION SOLUTIONS AND SERVICES. This QMS manual provides



13

documented policies, procedures and methodologies to achieve processes required to meet the

requirements of QMS standard.

Objective

Centillion prides itself in being a process driven organization that is responsive and dedicated to

its customers and one that believes in value creation to its clients and all stakeholders.

Centillion is committed to continuous review and evaluation of our relationships with our

customers and industry to ensure superior service and alignment with goals.

Track Record:

Recognized as a specialist BPO services provider who leverages cutting edge

technology, process excellence and deep domain expertise to deliver superior

business results.

Strategic relationships in specific verticals.

Core Competency in intelligent data capture, document management and workflow

automation.

India’s largest state-of-the-art imaging component solutions and services provider

for more than a decade.

Innovative Execution Models - In house processing platform and blended Onsite -

Offsite delivery customized to the client’s requirement.

Concept

The QMS following the Process Approach & P-D-C-A model is shown in the Diagram1 &2 below:

Diagram 7: QMS framework addressing the Process Approach



14

The Application of a system of processes within CENTILLION, together with the identification

and interactions and managing of these processes is done by having the eight quality

management principles as base.

Diagram 8: QMS framework addressing the PDCA Approach



15

Plan (establish the QMS)

Establish QMS policy, objectives, documents, processes and procedures adhering to Centillion’s mission and vision, based on the information gathered through quality management system (Customer feedback, management reports, etc.)

Do (implement and

operate the QMS) Implement and operate the processes and procedures set as per the customer requirements and deliver the product / Service.

Check (monitor and

review the QMS)

Assess and, where applicable, measure and monitor process performance against QMS policy, objectives, information from the customer and practical experience and report the results to management for review.

Act (maintain and Take corrective and preventive actions, based on the results of the internal QMS audit and management review or other relevant



16

improve the QMS) information from the measurement processes, to achieve continual improvement of the QMS.

The QMS in CENTILLION will be further integrated with the CSS-QSOP through incorporation of

common mandatory procedures and elements across all best practices and management

systems implementations.

The following Diagram3 depicts the identified common procedures within the CSS-QSOP:

Diagram 9: CENTILLION SOLUTIONS AND SERVICES-QMS model showing common elements that addresses all other

management systems

Centralized Operations Unit, Bangalore (COPS):

Centralized Operations Unit, Bangalore (COPS) is the Backend Support function unit and is

servicing the requirements of several large Private sector banks and Financial Services

Companies.

Some of the activities undertaken by COPS are

Imaging, Digitization and indexing of data

CSS-QSOP Common Elements &

Compliance Procedures



17

Business Correspondent Activities

Complete Financial Fulfillment Activities

Overseeing Retail Liability Operations of clients and providing consolidated data at

the end of the day

Hosting, Storage and Retrieval of images for clients

Physical files or Image based Audit and QC of loan files

Loan Data processing for MIS purposes

Reconciliation of various client data

Consolidation reporting of sales data for the financial products of clients

MIS

COPS, Bangalore unit of CENTILLION has achieved a very high level of excellence in customer

service. Next step in this direction is to achieve the objective of customer delight through

implementation of the principles of Quality. The approach to this objective is planned through

the implementation of international quality standards as enumerated by the International

Organization of Standards in the ISO standards ISO 9001:2008.



18

1. SCOPE

1.1 General

This Quality System Manual describes all activities carried out at Centillion, which is in the

business of imaging and digitization services, Agri and rural financing services, complete

financial fulfilment services and audit services.

1.2 Application

All requirements of this international standard ISO 9001:2000 are applied to Centillion.

Exclusions:

a. No design and development of products is undertaken, Hence it is excluded (7.3)

b. No Monitoring and Measuring Devices are used. Hence it is excluded (7.6)

i) Business Process Solutions India:

The scope of ISO 9001: 2008 certifications for Centillion Solutions and Services Pvt. Ltd is in the

Provision of Business Process Solutions in the areas of

Imaging and Digitization

Banking and Financial Services

HR & Training

General Admin

IT Support

ii) Bangalore and Mumbai Operations:

The scope of QMS implementation in Centillion Solutions and Services applies to the Departments / functions / services as mentioned below

Audit Assurance and Compliance Services

Business Correspondence Services

Consumer Financial Fulfilment Services

Imaging and Document Management Services



19

Exclusions:

Design and Development (ISO CLAUSE NO 7.3)

In the current scenario, the services offered by CENTILLION do not involve any design and

development activities due to the nature of operations. However, it is ensured that

exclusion of this requirement does not affect the quality of the services offered to the

customer.

Control of monitoring and measuring devices (ISO CLAUSE NO 7.6)

As no monitoring and measuring devices are used at CENTILLION, this section has been

excluded and exclusion of this section does not affect the quality of the services offered to

the customer.

1.3 Location Details:

Address:

Centillion Solutions and Services Pvt. Limited (Registered Office)

Indecomm House

30, Laskar Hosur Road

Bangalore – 560 030.

Ph: +91 80 2248 9260

Centillion Solutions and Services Private Limited (Bangalore office)

Bangalore - Grape Garden, Koramangala

# 31, CSRIE Grape Garden, 5th Floor, 17th H Main Road,

Koramangala 6th Block, Banglaore 560 095

Ph: +91 80 6696 0600

Centillion Solutions and Services Private Limited (Mumbai office)

G - 004, Level P, Tower No. 02/03,

Belapur Railway Station Complex

CBD Belapur, Navi Mumbai - 400 614



20

Activities – Centillion (Bangalore & Mumbai):

Top Management, Administration, Facilities, Human Resources, Training, IT

Infrastructure & Support, Software Development and Testing, Information Security &

Compliance, BPO Units / Teams - Imaging & Digitization services, Banking and Finance

services, Audit services.

2. NORMATIVE REFERENCE

The following referenced documents are important for the application of this document. For

dated References, only the edition cited applies. For undated references, the latest edition of

the referenced Document (including any amendments) applies.

RULES / ACTS

1 Shops and Establishment Act

2 Negotiable Instruments Act

3 Companies Act

4 Limitations Act

5 Contract Act

CODES / STANDARDS

1 ISO 9001:2008, Quality Management Systems – Requirements.

2 ISO 9000:2005, Quality Management Systems – Fundamentals and Vocabulary

3 ISO 9004:2009, Quality Management Systems – Guidelines for Performance Improvements.

EXTERNAL DOCUMENTS:

1 MSAs and SLAs with clients of Centillion Solutions and Services.

2 Agreements with Suppliers

3. ABBREVIATIONS, ACRONYMS, AND DEFINITIONS

Abbreviation Description

Centillion Centillion Solutions and Services Private Limited

QMS Quality Management System



21

4. QUALITY MANAGEMENT SYSTEM

4.1 General requirements

CENTILLION shall determine, establish, implement, operate, monitor, review, maintain

and improve a documented QMS within the context of the organization’s overall business

activities (identified in the scope).

For the purposes of ISO 9001:2008, the QMS International Standard, the process used is

based on the PDCA model shown in Diagram2.

CENTILLION’s QMS consists of continual improvement activities involving everyone in the

organization in a totally integrated effort toward improving performance at every level.

IA Internal Audit

MR Management Representative

ISO 9001:2008 International Standard for Quality Management System

MOP Management Operating Procedures

CFFS Consumer Financial Fulfillment Services

BCSP Business Correspondent Service Points

COPS Centralized Operations

MIS Management Information System

MRM Management Review Meeting

MRR Management Review Record

NC Nonconformity

NCP Nonconforming Product

QSOP Quality & Standard Operating Procedures Manual

TAT Turn-Around-Time

QP Quality Procedure

CENTILLION / CSS CENTILLION SOLUTIONS AND SERVICES PVT. LTD.



22

This improved performance is directed towards satisfying such cross-functional goals as

quality, cost, schedule, turnaround time, mission need, and suitability.

To implement the QMS, various system related processes such as audit, management

review, corrective and preventive action, training, contract review and various operations

related processes are identified.

Applications of all these processes, throughout the organization, are identified. The

sequence and interaction of these processes are determined through process definition

and documentation in QSOP manual.

In this Quality System Manual and its implementing procedures, CENTILLION addresses:

Quality Policy

Quality Objectives

The processes required by CENTILLION SOLUTIONS AND SERVICES QMS.

Management's commitment to achieving these objectives and organizational

goals

Meeting the expectations and needs of its customers

Improvements to the Quality System are made to enhance the achievement of objectives

in support of the mission. CENTILLION will implement periodic reviews of the Quality

Management System to determine the system’s effectiveness and suitability. Results of

these reviews will be maintained as Records.

4.2 Documentation Requirements

4.2.1 General

To ensure the consistency in the processes carried out at CENTILLION and to meet the

QMS requirements, certain requirements for documentation has been identified.

The QMS documentation at CENTILLION consists of four levels.

1 Quality Management System Manual, which acts as an interface document between

ISO 9001:2008 standard and CENTILLION documents, also describes how the

CENTILLION meets ISO 9001:2008 requirements

2 Procedures and records describing various activities that are performed in

implementing the QMS are described in Quality & Standard Operating Procedures.



23

3 Guidelines/Checklists/MOPs

4 Formats, Records and Templates in conformance with the Quality Manual and

Procedures

Diagram 10: General documentation structure (Diagrammatic)

The key focus given while preparing these documents is

Provide assurance that the quality requirements related to the services are

defined.

To show the implementation and effectiveness of the Quality Management

System.

To provide a basis for measurement and feedback essential for continual

improvement.

This QMS documentation includes,

a Documented statement of a quality policy (5.3) and quality objectives (5.4.1).

b A quality manual (4.2.2). All documents in quality manual are identified as follows:



24

E.g. CSS/QSOP/QltRec means -

CSS : Centillion Solutions & Services (P) Ltd

QSOP : Main Document Name

QltRec : Short name for Process Description

c Quality Systems Manual is a level – 1 documentation

d Documented procedures for all process.

e To ensure the effective planning, operation and control of its processes, various

other related procedures and work instructions are identified and documented

(4.2.3)

f Records required by this international standard (4.2.4)

g Documents are made available to the employees through the Intranet. Process

Manuals are prepared and distributed to the users and are reviewed for their

suitability and approved by designated functions.

Reference:

Documentation and Record Control Procedure: CSS/QSOP/CDR/002

4.2.2 Quality Manual

The Quality System Manual of CENTILLION is a level-1 documentation and addresses the

following:

Scope of the certification and the applicable exclusions with justifications from

the requirements of ISO 9001:2008.

References to the processes adopted by CENTILLION to ensure quality in the

services offered to the customer.

The sequence and interaction of the process in the quality management system.

A description of the Quality Management System adopted by CENTILLION in lines

with the requirements of the ISO 9001:2008 standards.

A brief of the some of CENTILLION mandatory compliance procedures are listed below as

follows:

1 Documentation & Record Control Procedure



25

2 Risk Management Procedure

3 Asset Management Procedure

4 Internal Assessment Procedure

5 Management Reviews Meeting [MRM] Procedure

6 Non-Conforming Product, Correction and Corrective Action Procedure

7 Continual Improvement and Preventive Action Procedure

8 Change Management Procedure

9 Training Procedure

Reference:


4.2.3 Control of Documents

Documents for QMS shall be evolved and maintained to have evidence of intent and shall

be controlled. A documented procedure is established in the Documentation & Record

Control Procedure and these documents shall follow that procedure. The documentation

control procedure gives the naming conventions, versioning methodology, re-versioning-

methodology, method of maintenance, distribution & approval, disposal, change

management, etc. The relevant version of applicable documents is made available at the

respective divisions.

The internal and external documents determined by the organization to be necessary for

the planning and operation of the quality management system are identified and their

distribution controlled based on a documented procedure.

The legibility and retrievability of the documents is ensured. Identification of documents is

ensured as per the documented procedures.

The Doc. Ref: CSS/QSOP/CDR/002 on Documentation Control addresses the compliance

issues stated above.

Documentation & Record Control Procedure describes and assigns responsibilities for

Preparation

Approval

Issue



26

Revision

Avoid unintended use of the documents

The goal is to have:

The right documentation,

At the right place,

At the right time.

Reference:


4.2.4 Control of Records

CENTILLION maintains Records as objective evidence that demonstrate conformance to

the QMS and ensure its effective operation. The control related to the legibility,

identification and retrieval, storage, protection, retention and disposition of the records

are established through a documented procedure.

Records shall be established to provide evidence of conformity to requirements and of

the effective operation of the quality management system, and shall be controlled. These

records shall follow the procedure for Record Control that specifies controls needed for

naming/identification, legibility, retrievability & retrieval, storage, protection, retention

time and disposition of them.

The Procedure for Record Control for each QMS Process addresses the compliance issues

stated above and all Records used or generated in any Process shall be controlled in terms

of classification & identification, legibility, retrieval, storage, protection, retention time

and disposition. Methods of protection and disposition of records are also included in the

procedure.

Reference:

Procedure for Control of Records for the QMS process:

CSS/QSOP/ProcessName/COR/005

E.g. Procedure for Control of Records for Voucher Audit process:

CSS/QSOP/VA/COR/005



27

5. MANAGEMENT RESPONSIBILITY

5.1 Management Commitment

The Foundation of Quality management System is as follows

Customer-focused

Commitment and leadership of top management.

Continual improvement

Team-based

Top management of CENTILLION, is committed to implement, develop and continually

improve the Quality Management System by meeting all customers/regulatory/statutory

requirements, by providing necessary resources for establishing Quality Policy/Quality

Objectives and by conducting management reviews.

This commitment is expressed through

a. Establishing Quality Policy and Objectives, and ensuring that it is communicated and

understood by the people for implementation and contribution.

b. Providing the required resources for effective implementation and maintenance of

the QMS.

c. Conducting Periodic Reviews of the QMS to ensure the effectiveness.

5.2 Customer Focus

Clients are treated as the immediate customer for CENTILLION since there is no direct

interaction with the end customer.

Every attempt is made to achieve total customer satisfaction by identifying and fulfilling

all needs and expectations of customers as well as regulatory requirements.

All the requirements from the customer both verbal and written are reviewed to ensure

CENTILLION

Has understood the requirements properly.

Has the ability to meet the requirements

The differences between the parties are resolved.



28

The Procedure for Identifying Customer Requirements for each QMS Process addresses

the compliance issues and all requirements of the customer for the process. All customer

requirements shall be controlled in terms of classification, identification & legibility.

Reference:

Procedure for customer satisfaction: CSS/QSOP/CS/010

Procedure for Identifying Customer Requirements for the QMS process:

CSS/QSOP/ProcessName/ICR/006

E.g. Procedure for identifying customer requirements for Voucher Audit process:

CSS/QSOP/VA/ICR/006

5.3 Quality Policy

CENTILLION has established a Quality Policy as a framework for the entire Quality

Management System. It is communicated throughout the organization and is understood

by the people for commitment and contribution.

a. Quality policy of Centillion Solutions & Services is as follows:

“Centillion Solutions & Services, driven by an empowered team of employees, is committed to deliver high quality, value added processing services to our customers by:

Consistently exceeding customer expectations of service quality in terms of reliability,

accuracy and timeliness.

Focusing on continuous improvement through the use of innovative processes and

technology.”

b. This quality policy is communicated and understood at appropriate levels through

training and display at proper places in the English language.

(Dinesh Poduval)

Chief Executive Officer (CEO)

Centillion Solutions and Services (P) Ltd.

No 30, Laskar Hosur Road, Adugodi, Bangalore – 560 030



29

5.4 Planning

Managing for quality consists of three basic quality-oriented processes:

Quality planning,

Quality control, and

Quality improvement.

The role of quality planning is to design a process that will be able to meet established

goals under operating conditions.

The role of quality control is to operate and correct the process when necessary, so that

the process performs with optimal effectiveness.

The role of quality improvement is to devise ways to take the process to unprecedented

levels of performance.

As Quality performance measurement we have a review of all processes established and

the review is done monthly in the quality review meeting to analyze the effectiveness and

efficiency of the system. And also the trend analysis, customer voice are discussed during

the meeting.

5.4.1 Quality Objectives

CENTILLION has established Quality Objectives that are reviewed every six months, and

conform to the Quality Policy and are based on the following principles:

a. Objectives to meet the Service requirements

b. Customer delight – through better TAT and courteous service

c. Efficiency

d. Consistency

e. Growth in Profitability and Productivity.

The Quality Objectives for each QMS Process is addressed in the Quality objective

document of the QMS process and conform to the Quality Policy of CENTILLION

Reference

Quality Objective: CSS/QMS/APX-001



30

Quality Objective defined for a QMS Process: CSS/QSOP/ProcessName/QO/001

E.g. Procedure for defining the Quality Objective for the Voucher Audit process:

CSS/QSOP/VA/QO/001

5.4.2 Quality Management System Planning

All resources (human, material, facilities etc.) are made available for continual

improvement of the quality management system and to achieve quality objectives and to

meet the requirement given in 4.1

Quality planning includes various processes. Some of them are -

1 Management review

2 Internal Audit

3 Training

4 Customer Service Review

5 Operation processes Review

Through quality planning any required change is carried out in a controlled manner to

maintain the integrity of the quality management system

5.5 Responsibility, Authority, and Communication

5.5.1 Responsibility and Authority

CENTILLION has defined and delegated the responsibilities and authorities of the

designations for the smooth functioning of day-to-day activities and QMS.

General responsibilities for CENTILLION personnel regarding work that affects quality are

summarized in the Organization chart in this document and for each QMS process in the

Organization Chart of the QMS process.

Reference:

Organization Chart defined for a QMS Process: CSS/QSOP/ProcessName/OC/002

E.g. Procedure for defining the Organization Chart for the Voucher Audit process:

CSS/QSOP/VA/OC/002

5.5.2 Management Representative



31

CENTILLION has appointed a member of organization’s management as a Management

Representative (MR) and is assigned with the following responsibilities and authorities.

Ensure that the requirements of the ISO 9001:2008 standard are effectively

established and maintained at CENTILLION.

Reporting to management on the performance of the Quality Management

System.

Promoting quality throughout the organization.

Ensuring the awareness of customer requirements throughout the organization.

Liasoning with third parties in matter related to the QMS.

Ms. Parvathy Raguraman is appointed as Management Representative of Centillion.

5.5.3 Internal Communication

CENTILLION has set up relevant mechanism for communicating to all levels of employees

the effectiveness of the QMS and other interested parties.

All functions and departments are motivated to maintain high level of internal

communication regularly, through emails, telephone, mobile phones, written

communication, meetings, office order, and verbal communication.

5.6 Management Review

5.6.1 General

CENTILLION conducts a formal Management Review Meeting to review the continuing

suitability and effectiveness of the QMS.

The frequency, input and output of the Management review are defined in a documented

procedure.

Reference:

Management Review Meeting (MRM) Procedure: CSS/QSOP/MR/006

5.6.2 Review input

The Management Review Meeting is a mandatory CENTILLION procedure and needs to

address as a minimum the following:

Results of services provided



32

Feedback from customers on services provided

Process / Service conformance

Follow-up on earlier reviews

Preventive and corrective action

Changes that could affect QMS

M.R’s report on performance of QMS

Recommendations for improvement

5.6.3 Review output

Minutes of meeting shall record improvements of system / product with action plan and

resources needed.

These above steps are elaborated in the documented procedure. The MRM Procedure

shall use the CENTILLION Plan-Do-Check-Act model for realizing the MRM process. The

feedback to Change Management from the MRM meeting outcomes is described in the

above documented procedure.

Reference:


6. RESOURCE MANAGEMENT

6.1 Provision of Resources

Resources essential for implementation and improvement of process and achievement of

the organization’s objectives for quality management system are identified and made

available in a timely manner. Resources include Department Heads, Managers,

Supervisory Staff, Officers, and Computer Hardware & Software, Network and Facilities

and Work environment.

The resources provided ensure:

Implementing and maintaining an effective QMS

Enhance customer satisfaction.

efficient performance



33

This is an output of the strategic planning and management review.

6.2 Human Resources

6.2.1 General

The recruitment activities are based on a documented HR – Operational manual, which

ensures that the people recruited are with required educational qualification, training,

skills and experience to maintain conformity to process requirements and quality in the

work. In order to ensure a high level of competence level, the recruitment of personnel

for CENTILLION is done through a procedure of extensive interview conducted by the HRD

and the domain specialists.

The Departmental Heads maintain production cum capacity plan which includes the

manpower capacity plan versus requirements.

The Human Resources function deals with the following:

1 Recruitment

2 Delegation and Authority management

3 Pay Roll monitoring

4 Employee Transfer Management

5 Management of Training requirements & Delivery

6 Employee Exit Management

7 Rewards and Recognition

8 Employee Welfare Programmes

6.2.2 Competence, Training and Awareness

CENTILLION identifies competency needs of personnel performing activities affecting

quality and they are fulfilled by the following methods:

Skills Management process.

Knowledge Management and sharing activities.

In-house and on the job training to the operating staff

Specialized technical and operating trainings are given for specific performance

purposes.



34

Work assignments to employees are made based on their skills and our requirements and

specialized technical and operating trainings are given for specific performance purposes.

Performance of employees monitored for a stipulated time to evaluate the effectiveness

of the training program.

Employee selections for recruitment are done on the basis of certain minimum

educational qualification. On account of their education and training all the employees

are fully aware of the relevance and importance of their activities and how they

contribute to the achievement of the organizations quality objectives.

In the case of contract employees certain minimum educational qualification is specified.

The vendors of contract employees are asked to ensure these minimum educational

qualification and skill set relevant to their job.

Appropriate records of educational qualification, experience and training are maintained

through a system of personal files for each employee.

CENTILLION has established a system for the growth, reward, and promotion of the

employees. The system employs a grading grid mechanism, which maps monthly

performance on parameters of Quality, Productivity and Knowledge enhancement. The

organization also has performance-based incentive schemes in place through which

employees are rewarded based on the two parameters of Quality and Productivity of their

output.

The Training is a mandatory CENTILLION procedure and needs to address the Training

needs, Training process and the planning and implanting of training. Reviewing and Re-

Assessing after the completion of trainings.

Reference:

Training Procedure: CSS/QSOP/TM/009

6.3 Infrastructure

CENTILLION identifies its necessity of infrastructure on the basis of business requirements

and thereafter manages its upkeep and maintenance as per the Policies established.

To achieve conformity of the product the facilities are identified, provided and maintained

which include workspace, hardware, software, equipment, support services and

communication, client contract requirements to be met and current availability/capacity

of infrastructure.



35

6.4 Work Environment

CENTILLION identifies and provides the required work environment for the employees by

providing

Ergonomic workstations

Noise free environment, air conditioning, and adequate lighting.

Uninterrupted power supply

Recreation facilities and fun events

Counseling sessions

Providing necessary reference materials and access to the Internet on a need

basis.

All these factors are identified and managed to achieve conformity of service standards.

As and when required the work environment is checked by Senior Officers from the

organization.

7. PRODUCT REALIZATION

7.1 Planning of product realization

Planning for the product and service realization at CENTILLION SOLUTIONS AND SERVICES

involves

Identification of products delivery mechanism for customer and defining quality

objectives related to the product & service.

Identification product delivery requirements and defining processes and

preparation of documents required for the product and service delivery.

Identification, training and provision of resources and facilities required for the

product and service delivery.

Defining activities for the required verification, validation, monitoring,

measurement, inspection and other testing activities.

Defining the acceptance criteria for the service delivery related parameters like

TAT, Errors, Accuracy, Cost per transaction, skill requirement etc.



36

Planning of product realization is consistent with other requirements of the organization’s

quality management system and is documented (QSOP Manual).

7.2 Customer related processes

7.2.1 Determination of Requirements Related to the Services

CENTILLION determines

The service specific requirements specified by the customers, including the

requirements for availability and delivery,

Requirements not specified by the customer but necessary for intended or

specified use and

Compliance with related regulatory and statutory requirements

These requirements are captured and the personnel are trained to ensure that they are

well versed with these requirements.

7.2.2 Review of Requirements Related to the Services

Service characteristics are defined by the Customer. Customer specific service

requirements are confirmed before delivery to the customer based upon the relevant

information provided by customer in the appropriate documents for each product.

Customer requirements together with additional requirements are determined by

concerned division head taking into account instructions from customer. It is ensured that

Centillion Solutions & Services has the ability to meet customer defined requirements.

Where service specifications are changed, the concerned officer ensures that relevant

documentation is amended and also that the relevant personnel are made aware of the

changed requirements.

Reference:

Procedure for Identifying Customer Requirements for a QMS process:


E.g. Procedure for identifying customer requirements for Voucher Audit process:

CSS/QSOP/VA/ICR/006

7.2.3 Customer Communication



37

CENTILLION SOLUTIONS AND SERVICES has determined and implemented effective

arrangements for communication with the customer enquiries related to

a. Product / Service information / Enquires

b. The status of the job/contracts

c. Instruction handling/post-delivery service requirements / amendments,

d. Customer feedback and complaints.

Periodic meetings and conferences are set up with the customer for providing information

related to the service and any other clarifications required by the customer.

Communication with customer is done through the following:

E-mails

Written communications

Telephone

Reference:

Procedure for customer services: CSS/QSOP/CS/010

Procedures for handling customer complaints: CSS/QSOP/NCCAPA/007

Procedure for identifying customer requirements for a QMS process:


7.3 Design and Development

CENTILLION is not involved in the design and development of product to customer. Hence

exclusion is sought from this requirement of the standard.

7.4 Purchasing

The purchasing activity at CENTILLION is limited to the following.

a. Small and bulk Stationary Items

b. Services for housekeeping, security, catering, and transportation of employees.

c. Safes, Fixtures and Furniture Items.

d. Computer Hardware and software for the servers and workstations.

e. Hardware such as Scanners and scanner consumables



38

f. Various outsourcing arrangements

Vendors form a critical interface of the business implementation and shall be included to

the extant required in the implementation and operational plans. Vendors shall be

educated and trained by relevant CENTILLION functional heads to enable the deliverables

to be delivered as committed.

Information Security requirements shall be imparted to the vendors and the relevant

functional head shall ensure that they shall strictly follow the same under all

circumstances.

As part of the service management, the vendors / sub-contractors work towards the SLA

Terms and Conditions agreed upon so as to adhere to the supply chain management of

CENTILLION Clients deliverables.

It is ensured that the purchased products and services meet the requirement. Purchase

function maintains an approved vendor/subcontractor list for placing purchase orders.

The selection of vendors shall happen after evaluation of the vendor. The received items

as appropriate shall be tested prior to use.

Re-evaluation happens at defined intervals. Where only one vendor is available for any

item to be purchased, the evaluation is not carried out by CENTILLION.

Records of evaluation, re-evaluation, and follow-up actions are maintained as per the

procedure Administration Process Control Document

7.5 Production and Service Provision

7.5.1 Control of Production and Service Provision

CENTILLION has the following types of services on offer for its clients:

1 Imaging and Digitization services

2 Software Solutions and Fulfillment Services

A. Business Correspondent (BC) Services

a. BC Enrolment

b. BC Loans

c. BC Service Point System

B. Consumer Financial Fulfillment Services

a. Two Wheeler loans

b. Auto/Used Car/Commercial Vehicle loans



39

c. Consumer Durable loans

3 Audit, Assurance and Compliance Services

a. Transaction Audit

b. Concurrent Audit

c. Hind Sighting Audit

d. KYC Audit

The team members are made available the necessary information, guidelines, and other

resources/equipment’s required for their activities, through the different processes and

work instructions defined.

Details of these services are enumerated in the QSOP manuals of respective divisions.

Operations are controlled through

a. Instructions issued by the Management.

b. Various guidelines issued by clients

c. Operational arrangements with service providers

7.5.2 Validation of Processes for Production and Service Provision

Processes are laid down by the Management for service level validations through e-mails

and other communications.

Customer specific processes are executed based upon customer instructions through a

system of

a. Instruction from the customer.

b. Processes developed by Centillion Solutions & Services

Reference:

Quality Standards and Operating Procedures for all the QMS processes:

CSS/QSOP/Process Name/Procedure Name/003

E.g. Core operating procedures for Voucher Audit process: CSS/QSOP/VA/COP/003

7.5.3 Identification and Traceability



40

CENTILLION has established proper identification and tracking mechanism for the

different service offered.

The status of the service with respect to customer requirements is identified, controlled

and maintained through controlled documentation.

The entire customer’s data is stored on a central server with rights management in place

and access to the client data is provided on need to know basis and upon the approval of

concerned authorities

Where traceability is required, the unique identification of the service is controlled and

recorded. (4.2.4)

Following System of traceability is followed in CENTILLION

1. All forms and registers have a unique identification (ID) number.

2. All transactions have a unique transaction ID.

3. All transactions have ID for the Maker and Checker.

4. All customer documents, such as loan applications, loan documents, agreements

etc. bear a unique ID number.

5. All registers, current and old, are controlled by the departments concerned.

Reference:

Quality Standards and Operating Procedures of all the QMS processes:

CSS/QSOP/Process Name/Procedure Name/003

E.g. Core operating procedures for Voucher Audit process: CSS/QSOP/VA/COP/003

7.5.4 Customer Property

Storage and delivery of customer property is a critical activity and CENTILLION identifies

and records all customer property, if any, and are verified, safeguarded and protected

from damage or loss.

Reference:



41

Procedure for Control of Customer Supplied Products for the QMS process:

CSS/QSOP/ProcessName/CSP/007

E.g. Procedure for Control of Records for Voucher Audit process:

CSS/QSOP/VA/CSP/007

7.5.5 Preservation of Product

Conformity of the product is preserved during storage, handling and delivery to the

intended Customer. The products are identified throughout the operation cycle.

The day-to-day data related to the ongoing projects are stored on the servers and the

controlled through the user access validation. The data is secured with the control on user

access and the access is given strictly on the basis of request from the concerned

authority department-wise or project-wise. The Environmental conditions for

preservations of the data in the servers and live data available is ensured through proper

maintenance of the equipment.

7.6 Control of Monitoring and Measuring equipment

CENTILLION does not use any monitoring and measuring devices hence exclusion is sought

from this section.

8. MEASUREMENT, ANALYSIS AND IMPROVEMENT

8.1 General

CENTILLION plans and implements the monitoring, measurement, analysis, and

improvement activities needed to validate the conformity of the service deliverables to

the requirements of the Quality Management System.

To achieve the conformity of product and QMS and to improve the effectiveness of QMS,

various monitoring activities are identified, planned and implemented which includes

following activities but not limited to

a. Verification of conformity to service specification

b. Verification of compliance with customer request

c. Inspection and audit by various agencies

d. Safe custody and preservation of records

e. Conformity to and improvement of QMS

f. Customer satisfaction



42

g. Internal audit

h. Management review meeting

i. Control of non-conformity of services

j. Corrective and Preventive action

k. Analysis of data

l. Conformity to Quality objectives

The planning and implementation of these activities are explained in their respective

division’s QSOP

8.2 Monitoring and Measurement

8.2.1 Customer Satisfaction

CENTILLION focuses towards satisfying the customer deliverables.

Customer satisfaction measurement parameters shall be defined, established,

documented and reviewed against each of the focus areas of the subject Management

Systems implementations.

Continual improvement shall be sought for processes involved in measuring customer

satisfaction.

CENTILLION treats the methodologies / procedures required for monitoring information

on customer satisfaction as the effective and valuable tool for

a. Measuring the effectiveness of the Quality Management System

b. Monitoring the extent to which the customer requirements are met.

Customer satisfaction is measured through a feed-back analysis of the customer. This is

carried out as given below

a. Define the quality parameters for each of the project handled.

b. Collect and analyze the data related to the service quality parameters from the

e-mails obtained from the customer after each transaction with the customer.

c. Actions are initiated for improving the Customer Experience.

References:

Procedure for customer services: CSS/QSOP/CS/010



43

8.2.2 Internal Audit

To determine that Quality Management System conforms to the requirements of ISO

9001: 2008 and that the system has been effectively implemented and maintained,

internal audits in CENTILLION are conducted and shall address as a minimum the

following.

General Requirements

a. Statutory, Legal and Regulatory Requirements for IA.

b. IA for service requirements.

c. Assessing Risk Parameters.

Internal Assessment

a. Planning & Scheduling Internal Audits.

b. Convening, and Controlling Internal Audits.

c. Non-Compliance / Non Conformity *NC’s+ Analysis and measurement

o Identification of NC’s

o Root cause Analysis

o Corrections

o Corrective action

o Preventive Action

d. Reviewing and Reporting Internal Audits.

Depending upon the status and importance of the activities and areas to be audited,

a yearly audit plan is developed. Checklists are prepared as per the document

reference CSS/QSOP/FMT/IACL-005. Audits are carried out by the personnel who are

independent of the department being audited.

A documented procedure is established as per the document reference

CSS/QSOP/IA/005 to determine the responsibility and requirements for conducting

audits, their independence, recording results and reporting to management.

Results of the audits as per the reference document CSS/QSOP/FMT/IAFR/003 are

circulated among the respective departments for corrective actions.



44

The implementation of the corrective action and its effectiveness is verified and

recorded by the auditors (document reference # CSS/QSOP/FMT/IAFR/003).

Timely corrective actions on deficiencies found during audit are taken by

management.

Internal audit reports are discussed in the management review meeting.

CENTILLION uses the results of Internal Audits to improve the effectiveness of the

Quality System. This is accomplished by.

Implementing corrective and preventive actions.

Improving documented procedures, or

Utilizing a combination of the previous two items.

Audit report is prepared at the end of the Audit and findings and is reported to the

Audited members and to the Management.

Reference:

Procedure for internal Assessment (quality audit): CSS/QSOP/IA/005

8.2.3 Monitoring and measurement of processes

The service realization processes necessary to meet customer requirements are identified.

Methods of measurement and monitoring are established for the same. The continuing

ability of such processes to satisfy its intended purpose i.e. planned result is confirmed.

When planned results are not achieved, correction and corrective action is taken as

appropriate to ensure conformity of product.

Some of the product realization processes are as follows:

a. Customer satisfaction monitoring

b. Training to staff

c. Customer communication

d. Internal Quality Audit

e. Management review.

All service realization shall be monitored for the following

a. Measurable Policies & Objectives set for the service.

b. Documented Procedures and Records



45

c. Process and operations effectiveness

d. Key Performance Indicator’s *KPI’s+ and Key Result Areas *KRA’s+.

All processes shall be monitored and reviewed for relevance to customer (internal or

external) requirements. The KPI’s and KRA’s shall be bench marked for applications

against all processes and systems wherein these shall be measured, analyzed, monitored

and re-assigned for continual improvement.

Reference:



8.2.4 Monitoring and measurement of Product

At appropriate intervals of the product realization process, the characteristics and quality

of the products and services are checked by the concerned supervisor, department head,

Unit Head, internal and external auditors.

Evidence of conformity with the product criteria is documented. The products are

released by authorized person only.

Unless all the specified activities have been satisfactorily completed and until approved by

the function supervisor, product release and service delivery is not proceeded with.

8.3 Control of Non-Conforming Product

A documented procedure is established to identify the nonconformity of the service and

to prevent unintended use or delivery and to identify responsibility and authority related

to nonconformity.

Whenever any service that does not conform to the requirements is found, it is identified

properly and any unintended use or delivery to the customer is prevented.

A non-conforming service, in exceptional cases could be delivered to customer only after

taking prior approval from the same. Records of those are maintained.

When nonconforming service is detected after delivery or use, appropriate actions are

taken to nullify any damaging impact on the customer regarding the consequences of the

nonconformity.



46

The Non-Conforming Service, Correction and Corrective Action Procedure for Non-

Conforming services shall address as a minimum the following:

1. Definition of Non-conforming product, correction and corrective action.

2. Definition for identification, categorization/classification and risk assessment of

Type and nature of non-conformity

3. Escalation mechanism for types and nature of non-conformity.

4. Resolution mechanism for types and nature of non-conformity.

These above steps are elaborated in the documented procedure;

Reference:

Procedure for control of Non-Conforming Products: CSS/QSOP/NCS/007

E.g. Procedure for Control of Non-Conforming Products for Voucher Audit process:

CSS/QSOP/VA/NCP/008

8.4 Analysis of Data

The analysis of Data and metrics to be measured shall as a minimum be identified under

the areas mentioned below:

a. Business Results

b. Customer Satisfaction

c. Conformity to Product/Service Requirements

d. Characteristics of processes and products

e. Vendors / Suppliers

f. Risk Parameters

g. Security Parameters

h. Quality Parameters

i. Incident Management.

The metrics to be measured shall be identified, collected, monitored, analyzed and

documented. The methodologies for measurement shall be defined, documented and

implemented after approvals from the Top Management.



47

The outcomes of these measurements shall be communicated to all relevant personnel,

including Vendors and Customers wherever applicable and shall form the input for

continual improvement.

To determine the suitability and effectiveness of the QMS and to identify improvements

that can be made, CENTILLION determines, collects and analyses the appropriate data.

The data collected is analyzed to provide information on

Customer satisfaction/feedback/complaints.

TAT and Accuracy

Process Cost / Transaction

Conformance to product requirements

Characteristics of processes, products and opportunities for preventive action.

Reference:

Procedure for Customer Service: CSS/QSOP/CS/010

Quality Objective: CSS/QMS/APX-001

8.5 Improvement

8.5.1 Continual Improvement

CENTILLION believes in continuous improvement in the organization by improving the

effectiveness of Quality Management System through the use of

a. Quality Policy / Objectives

b. Audit results

c. Management Reviews

d. Corrective and Preventive action.

The concerned team identifies the area for improvement and deploys efficient action plan

for the same. The effectiveness of the action Plan is reviewed in the Management Review

Meeting.

The Continual Improvement and Preventive Action procedure needs to address as a

minimum the following

a. Definition of Continual Improvement and Preventive Action.



48

b. Definition for identification, categorization/classification on Type and nature of

continual improvement/Preventive Action.

c. Approval mechanism for Continual Improvement and Preventive Actions.

d. Resolution mechanism for types and nature of Continual Improvement /

Preventive Action

These above steps are elaborated in the documented procedure;

Reference:

Continual Improvement and Corrective and Preventive Action Procedure:

CSS/QSOP/CICAPA/008

8.5.2 Corrective Action

CENTILLION emphasizes the use of problem correction to determine the actual cause of

non- conformances (including customer complaints, non-conforming services, and non-

conforming processes) to ensure that nonconformities do not recur. To prevent

recurrence of the non-conformity, depending upon the impact of problems, the corrective

action are taken to eliminate the causes of non-conformities

A documented procedure is established to review non-conformities (including customer

complaints), the cause of non-conformities is determined and need for action is evaluated

to ensure that there is no recurrence of nonconformity.

Corrective action needed is determined and implemented. Its results are recorded and

reviewed.

Reference:


CSS/QSOP/CICAPA/008

E.g. Procedure for Corrective Action for Voucher Audit process: CSS/QSOP/VA/CA-

009


8.5.3 Preventive Action



49

CENTILLION emphasizes the use of problem prevention or problem correction to

determine the potential cause or actual cause of non- conformances (including customer

complaints, non-conforming services, and non-conforming processes) to prevent their

occurrence or recurrence.

To prevent the occurrence of potential problems, depending upon the impact of

problems, the preventive action required to eliminate the causes of potential

nonconformities are identified. A documented procedure is established to determine

potential non-conformities and their causes.

Implementation of preventive action taken is ensured; results of the action taken are

recorded and reviewed (4.2.4)

Reference:


CSS/QSOP/CICAPA/008

E.g. Procedure for Preventive Action for Voucher Audit process: CSS/QSOP/VA/PA-

010


CENTILLION emphasizes the use of problem prevention or problem correction to

determine the potential cause or actual cause of non- conformances (including customer

complaints, non-conforming services, and non-conforming processes) to prevent their

occurrence or recurrence.

9. APPENDIX

Appendix (1) - Quality Policy and Objectives- CSS/QSOP/APX/QPO/001

QUALITY POLICY

“Centillion Solutions & Services, driven by an empowered team of

employees, is committed to deliver high quality, value added services to our

customers by:

Consistently exceeding customer expectations of service quality in terms of

reliability, accuracy and timeliness through C-SPEED.



50

Focusing on continuous improvement through the use of innovative processes and

technology.”

QUALITY OBJECTIVES

Improve the customer satisfaction by 1% of prevailing service level.

Improve the turnaround time (TAT), for productivity and accuracy by 1% of prevailing

service level.

Use technology as enabler for work process improvement by 5%.

Standardize at least 75% of processes and procedures across the organization during

the first year.

Appendix (2) - QMS Documents - CSS/QMS/APX/DCL/002

S.No Document Identity Name Of Document

1 CSS/QSOP/CDR/002 Documentation and Record Control Procedure

2 CSS/QSOP/RM/003 The Risk Management Procedure

3 CSS/QSOP/AM/004 Asset Management Procedure

4 CSS/QSOP/IA/005 Internal Assessment Procedure

5 CSS/QSOP/MR/006 Management Review Meeting [MRM] Procedure

6 CCSS/QSOP/NCCAPA/007 Non-Conforming Service, Continual Improvement and Corrective and Preventive Action Procedure

7 CSS/QSOP/HRM/008 HR Management Procedure

8 CSS/QSOP/CM/009 Change Management Procedure

9 CSS/QSOP/CS/010 Customer service Procedure

10 CSS/QSOP/ADM/011 Administration Process Document



51

Appendix (3) - QMS Process Sequence & Interaction Description -

CSS/QMS/APX/PSI/003

Sequence and Interaction of Key QMS Process

Establish & Implement QMS

(Sec. 4.0 & 5.0)

Conduct Management Reviews (Sec. 5.6)

Provide Resources (sec. 6.0)

Identify & Review Process Requirements

(sec. 7.2.1 & 7.2.2)

Ensure Supplier Quality matches the company

standards(sec. 7.4.1)

Establish & Maintain Quality Processes for Service provision

(sec. 7.1)

Ensure Awareness & Training on Quality processes for the

workforce (sec 6.2.2)

Establish & maintain Facilities (sec. 6.3)

Establish & maintain documentation/data for control

of Records/Document (sec. 4.2.3 & 4.2.4)

Control & validate the Service Provision

(sec. 7.5.1 & 7.5.2)

Purchase & Verify Service Provision (sec. 7.4.2 & 7.4.3)

Manage Customer communications for all

service provisions (sec. 7.2.3)

Establish & Maintain the Identification & Traceability of Service provision

(sec. 7.5.3)

Control (identify, verify, protect & safeguard) & Preserve customer property

(sec. 7.5.4 & 7.5.5)

Ensure Conformity to & Continual Improvement of QMS and establish processes for monitoring & measuring QMS

(sec. 8.1 & 8.2.3)

Control of Non-Conforming processes (sec. 8.3)

Analysis of Data(sec. 8.4)

Ensure Customer Satisfaction (sec. 8.2.1)

Initiate Corrective and Preventive Action and Continual Improvement(sec. 8.5.1, 8.5.2 & 8.5.3)

Conduct Internal Audit(sec. 8.2.2)






Ma

na

ge

me

nt

Re

spo

nsi

bil

ity

Re

sou

rce

M

an

ag

em

en

t Q

ua

lity

Pro

cess

Ma

na

ge

me

nt



52

Appendix (4) - Management Review Meeting CSS/QMS/APX/MRM/004

MANAGEMENT REVIEW PROCESS

Assess overall QMS Effectiveness

Analyze Results and TrendsPlan & Schedule

Management Review Meeting

Issue Management Review Agenda

Issue Management Review Minutes

Monitor the implementation of Action Items resulting from

the Management Review Meeting

Assess Processes for Effectiveness

Prepare Management Review Inputs

Review Inputs and Develop Outputs

Significant Impact on QMS

Monitor Objectives and Operations

Yes No

per Section 8.2.2 and Section 8.5

per Section 5.6Ove

rall

Re

spo

nsi

bil

ity

fo

r A

dm

inis

teri

ng

th

e M

an

ag

em

en

t R

evie

w P

roce

ss:

ISO

Ma

na

ge

me

nt

Re

pre

sen

tati

ve

ISO Management Representative Top Management

Status Reports on Actions from Previous Management Reviews

Identification of any Strategic or Operational Changes that could affect the QMS

Identification of any Policy Issues Requiring Review

Status Reports on Progress towards meeting specific improvement objectives:

Customer Satisfaction; (includes complaints and satisfaction data); COO/Sales Manager

per Section 8.2.1

Supplier Performance; COO/Materials Manager per Section 7.4.1

Overall QMS Effectiveness ; ISO Management Representative per Section 8.2.2 and

Section 8.5

(includes audit results and corrective and preventive actions)

Overall Operational Efficiency; CFO

Competency and Training Effectiveness; HRO per Section 6.2.2

Overall Product Performance; COO/Engineering Manager per Section 7.3

Overall Effectiveness of Production Operations; COO/Production Manager per Section

7.5.1,Section 7.5.5, and Section 6.3

Overall Product Quality; COO/Quality Manager per Section 8.2.4

Presentation of New or Changed Objectives

Recommendations for Improvement and Plans (including resources) Required for

Implementation

Actions to Improve Effectiveness of

the QMS and its Processes

Actions to Improve Products

Actions to Provide Needed

Resources

New or Revised Improvement

Objectives

Hold Management Review Meeting



53

10. DOCUMENT MANAGEMENT INFORMATION

Revision

No.

Revision

Date

Author Changes

made in

revision

Reasons for

revision

Reviewed

By

Approved By

V 1.0 13-Jul-15 Parvathy

Raguraman

Baseline

document NA

RS

Narayanan Dinesh Poduval

02-Sep-15 10-Sep-15