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QUALITY MANUAL ISO 9001:2000
JALGAON ZILLA PARISHAD
Address: Baliram Peth, Zilla Parishad Bhavan, Jalgaon
Pin Code 425001, Maharashtra , India.
Tel No: 91-0257- 2229726
Fax No: 0257-2220352
Email: [email protected]
Copy No: 01
Copy Holder: MR
This manual and the information contained are the property of Jalgaon ZillaParishad, must not be
reproduced / used in whole or in part without prior written consent from CEO, JALGAON
ZILLA PARISHAD.
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INDEX
Title Description Page No. Revision
No.
Rev Date
Cover Page 01 00
Index 02 00
Geographical importance & background 03 00
List of Copy Holders 04 00
Organization Profile 05 00
List of Abbreviations 06 00
Scope 07 00
Exclusions & Justification 08 00
Quality Management System 09 00
Management Responsibility 41 00
Resource Management 45 00
Service / Service Realisation 47 00
Measurement, Analysis & Improvement 52 00
Process Flow Chart Annexure I 00
Organization Chart Annexure II 00
Quality Policy & Quality Objectives Annexure III 00
Documented Procedures Annexure IV 00
Amendment Sheet Annexure V 00
Control of Documents QP/01 00
Control of Records QP/02 00
Control of Non Confirming Services QP/03 00
Internal Quality Audit QP/04 00
Corrective & Preventive Actions QP/05 00
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Geographical importance & Background
A- Location : The location of Jalgaon district is shown in the map of Maharashtra.
It is situated in the northern side of the Maharashtra state with the district
headquarters in Jalgaon. It lies between 20º and 21º north latitude and 74º55’
and 76º28’ east longitude.
B- Boundaries : JALGAON is bounded by Dhule district to the west, by Satpuda
Hills to the North, by Madhya Pradesh state & Buldhana district to the east and by
Aurangabad and Nashik districts to the south.
C- Area :.The district has an area of 11,700 sq. km .
D- Climate and Rainfall: This district gets rain from the south-west as the north
east monsoons.Average rainfall is about 690.2 mm.
E- Temperature : Maximum temperature is about 48.0ºc & minimum temp. is
about 10.3ºc. F- Seasons :.Three seasons, Hot weather from March to May, Rainy period from
June to October, Cold weather from November to February.
G- Means of Livehood : Agriculture and industries are the main sources of
livelihood in the district of JALGAON.
H- Educational Background :.Literacy rate of JALGAON district is 77%.
I- Transport and communication :. The JALGAON district is connected with
major cities and towns of the state with roads and railways.Major national & state
highways pass through the district.
J- Historical Background : Much of the early history of Jalgaon district is
obscure. It was part of a region known as Rasika in ancient times, and after the
region came under the rule of the Farqui Kings, it came to be called Khandesh. The
Vakatakas, the Nizam of Hyderabad, and subsequently the Marathas ruled the
region. In 1906 when Khandesh was divided, east Khandesh became present-day
Jalgaon. In 1956 with the reorganisation of states, it was included in Bombay state,
and with the formation of Maharashtra in 1960, Jalgaon became a district of the
state..
K-Population : The total population of the district as per 2001 census is
3,679,936.
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LIST OF COPY HOLDERS
Copy No. Copy Holder
Copy No.01 Management Representative
Copy No.02 CEO
Copy No.03 Addl. CEO
Copy No.04 Certification Body
Copy No.05 Dy. CEO (GAD)
Copy No.06 Dy. CEO (VP)
Copy No.07 Dy. CEO (Balkalyan)
Copy No.08 DHO
Copy No.09 DAHO
Copy No.010 Agri. Dev. Officer
Copy No.011 Social Welfare Officer
Copy No.012 CAFO
Copy No.013 Ex. Engineer (Works)
Copy No.014 Ex. Engineer (Irrigation)
Copy No.015 Ex. Engineer (Rural Water Supply)
Copy No.016 Education Officer (Pri)
Copy No.017 Education Officer (Sec)
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ORGANISATION PROFILE
Jalgaon Zilla Parishad is established in the year 1962 & the activities started from
01.05.1962. The Jalgaon ZP is one of the most progressive ZP of the state under
the dynamic management of the CEO & the Parishad leadership from the elected
members .The constitution of the ZP is as below:
Elected members: 68
Sabhapatis of Panchyat Samitees: 15
Remaining members of all Panchyat Samitees: 121
Total Members: 204
The ZP operates to serve the common people of the JALGAON District. The ZP
operation has two arms one under the President of ZP who is an elected
representative of the PEOPLE & the other administrative arm headed by the CEO
of ZP who is generally an IAS officer committed to serve the people under a set of
policies & procedures as framed by the state & in force from time to time. The
leadership of both these arms work in tandem to achieve the common goal of
providing effective service as expected by the State, & the society at large. The
JALGAON ZP has a long history of fulfilling the expectations of its customers i.e.
the people at large, the state & has determined to implement the management
system in accordance with the requirements of the Standard ISO 9001:2000 to
enhance the satisfaction of its customers
The ZP has 13 Departments & each of these departments is simultaneously and
effectively implementing the QMS to achieve the broader goals under the
leadership of the CEO. We all at JALGAON ZP and each of the activity namely
Education( Primary/Secondary),Health, Animal Husbandry, Social Welfare,
Mahila & Balkalyan, Rural water supply, Minor Irrigation,Works, Accounts &
Finance, General Administration, Village Development(Gram Panchyat),
Agriculture are geared up to meet the challenges thrown up from time to time like
Bird Flue, Dengue, Malaria , Floods, Famine & Draught or any other
natural/manmade calamities .We are committed for provision of effective service
to the people of our district with passion.
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LIST OF ABBREVIATIONS
ASST Assistant
IAS Indian Administration Service
ISO International Organisation for Standardization
MR Management Representative
QMS Quality Management System
QM Quality Manual
QP Quality Procedure
NC Non Conformance
IA Internal Audit
CAPA Corrective Action Preventive Action
CI Continual Improvement
CEO Chief Executive Officer
CSI Customer Satisfaction Index
PO Purchase Order
CAFO Chief Accountant Finance Officer
DAHO District Animal Husbandry Officer
DHO District Health Officer
DY Deputy
TO Technical Officer
SO Section Officer
OS Office Superintendent
ZP Zilla Parishad
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SCOPE:
JALGAON ZILLA PARISHAD has established, documented, implemented &
maintained The Quality Management System to demonstrate its ability to meet
customer & applicable regulatory requirements.
JALGAON ZILLA PARISHAD is also committed to enhance customer
satisfaction by continually improving effectiveness of the QMS and its processes.
SCOPE OF OUR QMS INCLUDES” Provision of Services to the people of
JALGAON District in the following areas in accordance with the state regulations
enforced from time to time and from the location as given below:
Service Areas:
1. General Administration
2. Health
3. Animal Husbandry
4. Primary Education
5. Secondary Education
6. Grampanchayat
7. Rural Water Supply
8. Minor Irrigation
9. Works
10. Social Welfare
11. Krishi
12. Mahila & Balkayan
13. Finance and Accounts
Address:
Baliram Peth, Zilla Parishad Bhavan,
Jalgaon
Dist: JALGAON, Pin Code 425001
Maharashtra, India.
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Exclusions & Justification:
Following clauses are excluded from the scope of the QMS
1. Clause No. 7.3: Design and Development: Since the services provided by
JALGAON ZP are determined under various regulations including the actual
conduct of service either by the government or at times also by the elected
representatives. In view of this nature of our activities we do not design the
service to be provided. We merely carry out the activities for the service and
hence Clause 7.3 (Design & Development) is not applicable to us.
2. Clause No. 7.5.2: Validation of Processes for service & service provision:
As there no processes at JALGAON ZILLA PARISHAD, where resultant
output cannot be verified by subsequent monitoring & measurement. Hence
this clause is not applicable to the Quality Management System laid down at
JALGAON ZILLA PARISHAD.
.
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4. QUALITY MANAGEMENT SYSTEM
4.1 GENERAL REQUIREMENTS:
We at JALGAON ZP have established, documented, implemented & maintained
the QMS to demonstrate our ability to meet customer & applicable regulatory
requirements.
We at JALGAON ZP are also committed to enhance the customer satisfaction by
continually improving effectiveness of the QMS and its processes.
Business Processes of JALGAON ZP:
1. Processing of Programs ( Govt. Schemes)
2. Service Provision in Various areas.
3. Monitoring and measurement
4. Handling, Storage, Preservation and Dispatch.
5. Control of NC Service
6. Handling Customer Complaints
Key supporting process of JALGAON ZP:
1. Management Review
2. Control of Quality Records
3. Training.
4. Collection and analysis of data
5. Internal quality Audit.
6. Assessing Customer Satisfaction
7. Continual Improvement
8. Corrective and preventive Action
9. Document Control
10. Purchasing
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1. Processing of Programs:
Each department works on a program for improvement in the life of general
public in the district. Every program is having guidelines to follow along
with funds sanctioned. CEO, ACEO and department heads are responsible
for timely & effective execution of these programs. The ZP President & the
other elected members provide valuable inputs to enhance effectiveness of
the service. The list of actual beneficiary is collected from village, Taluka or
district levels from people’s representatives, Gramsevaks, BDOs as
appropriate.
2. Planning:
CEO and department head discuss on these programs and plan for execution.
Responsibilities are fixed with department staff. Department head and
section officer plan for purchasing of materials if any required in the
program. Periodical visits to the locality are planned and staff including
department head collects all info required to execute the plan.
3. Purchasing:
Department head and section officer plan for purchasing of materials if
any required in the program. Tenders are processed and issued to
approved suppliers. At times, as appropriate, the suppliers are selected
from the vendors having a rate contract with the ZP. The suppliers are
selected on the basis of their ability to meet the requirements and purchase
orders are released to supplier. The material specifications are provided to
supplier.
4. Service Provision:
Department staff responsible for the program follows guidelines strictly and
arrange for all required supporting services from other department from
JALGAON ZP. In case of disbursement of payments to the beneficiary, the
cheques are prepared and issued to bank. The payments are collected by
beneficiary from the bank. The materials are issued to respective Tahsils,
Village body and distributed as appropriate.
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5. Monitoring & Measurement:
Each department prepares monthly balance sheet and submit it to CEO,
ACEO stating the various program related to that dept, Funds received /
utilized and effective performance of the department. Department head takes
ownership for performance of the programs. At the end of the financial year
JALGAON Zilla Parishad prepares annual work report stating total
programs received, executed and overall performance of the same.
6. Customers Feed back & Recording Process:
The feedback is collected from the beneficiary for the services provided to
them by JALGAON Zilla Parishad. The yearly feed back so obtained is
recorded and analyzed and data is taken as input to Management review.
In case of customer complaint, it is registered in the customer complaint
register maintained at each dept. and root cause analysis is conducted in
order to plan corrective actions.
Sequencing & interaction among these processes & within themselves is
determined. Criteria & methods needed to ensure effective operation &
control of these processes is determined.
Resources & information necessary to operate & monitor these processes is
provided.
These processes are monitored, measured & analyzed from time to time &
actions are implemented to get the results planned & also continually
improve the processes.
JALGAON Zilla Parihsad has not outsourced any process to provide its
services. Whenever it will do so the control over such processes will be
suitably identified & addressed.
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DETAILS OF PROCESSES FROM JALGAON ZILLA PARISHAD
HEALTH DEPARTMENT
District Health Officer is in charge of Health Dept., JALGAON ZP and reports to
CEO.
There are various programs from Central and State Govt. in order to improve the
health and reduce the deaths of rural people from JALGAON District. There are
two sections in this dept. One is technical dept., where qualified doctors & trained
technical staff are working for planning, execution of programs and regular visits
to Panchayat level and village level dispensaries in order to audit and exercise
control on their performance related to the rural people health.
The second section is admin, commercial and stores. Working on requirements and
getting funds from govt., procurement of medicines, equipments required for
various programs and keeping the stock of these medicines are some of the
activities performed by this section.
In case large scale diseases or epidemics, health dept forms “Rapid Response
Team”, plan and take action to fight the situation on priority & limit the losses to
the extent humanly possible.
The requirements are received from Panchayat level and village level dispensaries,
different depts. of JALGAON ZP, elected representatives, BDOs or Gramsevaks as
against different laid down programs.
Implementation plan is prepared and submitted to Govt.
After receiving sanction, if goods are to be procured, proper tenders are floated to
approved suppliers or goods procured from approved rate contract suppliers.
Scrutiny of the beneficiaries is done by this dept.
Health dept. in ZP, MO helps in distributing the goods to selected beneficiaries and
inspects proper utilization of the goods.
In case of funds to be distributed to beneficiaries, (after receiving sanction) they
are transferred in bank and cheques are issued to beneficiaries.
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Following are some of the key funcions of Health Department :
1. PHC controlling.
2. Savitribai Kanyakalyan Yojana.
3. Janani Suraksha Abhiyan.
4. Immunization programmes for various diseases like Leprosy,TB, Saath
rogh,Malaria etc.
5. Pulse-Polio, Vitamin-A & Iodine deficiency controlling.
6. Health ckeck-ups of children in the age group 0-4 years.
7. Maintenance of Health department vehicles.
8. Giving training about Health related subjects.
9. Collecting the details of child birth, child death, abortion etc.
10. District level report of birth and death sends to state level.
11. Recruitments of ANM, MPW, MO, Health Supervisor, Compounder,
Sweeper etc.
12. Arranging family planning programmes.
13. Report collection of water samples testing, TCL samples testing etc.
Health department keeps track of every program and prepares data analysis reports
showing the effectiveness.
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ORGANISATION CHART FOR HEALTH DEPARTMENT
CEO
District Health Officer
Additional Dist
Health Officer
(Family
Planning)
Admin Officer
Asst. A/c.
Officer
Health
Inspector/EO
/Stat
Asst. Dist. Health
Officer (Dese.
Surv.)
Epidemics
Health Officer
Assistant
Health Dept.
Senior
Assistant
Health
Inspector
Stat.
Supervisor
RCH
Officer
ANM/MPW
Section Officer
Superintendent
Senior Asst.
Admin
Junior A/c.
Officer
Junior Asst.
Admin
Driver Peon
Data Entry Op. Junior
Assistant
DPHN
Stat.
Officer
Stat.
Investig
ator
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ANIMAL HUSBANDRY DEPARTMENT
Animal Husbandry dept of JALGAON works at two levels.
1. State Level
2. District Level (ZP)
Animal Husbandry department activities for State level are controlled by District
Deputy Commissioner, Animal Husbandry, Jalgaon.
Animal Husbandry department activities for District level are controlled by District
Animal Husbandry officer.
In JALGAON district there are 68 dispensaries of grade-1 and 82 dispensaries of
grade-2 and one mobile dispensary.
Medicinal treatments to animals, vaccination and different schemes from govt. are
implemented by the dept.to add value to the life of animals of JALGAON.
Development Officer - Animal Husbandry works at Panchayat level and all
schemes / programs are implemented by him at Panchayat level.
Each scheme received by Animal Husbandry department is studied under the
guidance of CEO. Implementation plan is prepared and submitted to Govt.
After receiving sanction, if goods are to be procured, proper tenders are issued to
approved suppliers or goods are procured from approved rate contract suppliers.
Scrutiny of the beneficiaries is done by this dept.
The vetinary doctors are making regular visits to planned territory to check the
functioning of the schemes and its benefits to the rural population.
The administration section of Animal Husbandry dept takes care of record keeping,
evaluation and reporting of the programs to Dept Head and CEO.
BDO, Gramsevaks, dispensary staff collects and forward different proposals and
application to ZP.
Animal Husbandry dept. in ZP, BDO distributes animals under various schemes to
selected beneficiaries and inspects proper utilization of the same and facilities.
Animal Husbandry department keeps track of every program and prepares data
analysis reports showing the effectiveness.
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ORGANISATION CHART FOR ANIMAL HUSBANDRY DEPARTMENT
CEO
District Animal Husbandry Officer
Section Officer
Junior
Assistant
Senior
Assistant
Office Superintendent
Live Stock Development Officer (Technical)
Driver Peon
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RURAL WATER SUPPLY DEPARTMENT (WATER DEPT.)
Executive Engineer heads water dept., JALGAON ZP and reports to CEO.
This is the supplier dept. in JALGAON ZP.
There are various programs from Central and State Govt. in order to uplift the
living of rural people from JALGAON ZP. There are two sections in this dept. One
is technical dept., where qualified engineers are working for planning and
execution of programs in order to make provision of water to the rural population.
The second section is admin, commercial. Working of requirements and getting
funds from govt., procurement of goods required for various programs and
utilizing those goods are some of the activities performed by this section.
The requirements received from different sections of JALGAON ZP, elected
representatives, BDOs, Dy.Engineers or Gramsevaks against different laid down
programs. are fulfilled with an implementation plan & reported as appropriate.
After receiving sanction, if works are to be executed, proper tenders are invited
from approved contractors or goods procured from approved rate contract
suppliers.
Scrutiny of the beneficiaries is done by this dept.
The inspectors are making regular visits to planned territory to check the
functioning of the schemes and its benefits to the rural population.
The admin and commercial section of Water dept take care of record keeping and
evaluation and reporting of the programs to Dept Head and CEO.
Water dept. in ZP, BDO helps in distributing the benefits to selected beneficiaries
and inspects proper utilization of various goods and facilities.
In case of funds to be distributed to beneficiaries, (after receiving sanction) they
are transferred in bank and cheques are issued to beneficiaries.
Water department keeps track of every program and prepares data analysis reports
showing the effectiveness.
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ORGANISATION CHART FOR RURAL WATER SUPPLY DEPARTMENT
CEO
Executive
Engineer
Section
Engineer
Senior Account
Officer
Junior
Engineer
Muster
Clerk
Peon
Senior
Asst.
Accounts
Senior
Asst .
Admin
Draftsman
Junior
Asst.
Admin
Driver
Officer
Superintendent
Hawaldar
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MINOR IRREGATION DIVISION
Executive Engineer is in charge of Minor Irrigation division (Local Sector) JALGAON ZP and reports to CEO.
His departments works in 15 Tahsils at 7 subdivisions of JALGAON District. This department covers schemes to provide irrigation facilities in the range
of 0-100 hectors of land. Funds are provided for various programs from Central Govt./ State Govt. by district planning development committee to
facilitate & maintain the lakes, wells at village and Panchayat levels to improve the water level of the JALGAON District farm sector.
There are two sections in this dept. One is technical dept., where qualified engineers are working for estimation, planning and execution of programs
issued by CEO of JALGAON ZP after his initial review and sanction. The second section is admin and commercial. The admin and commercial
section of works dept take care of record keeping and verification and reporting of the programs to Dept Head and CEO.
State govt. conducts the survey of affected rural areas and prepares budget
for the same. Minor Irrigation div. prepares tenders and contractors are selected on the basis of supplier selection criteria as per tender.
Once the contractors are nominated the works are carried by the field staff from respective tahsil. Minor Irrigation department periodically and before
handing over carries the inspection of the Project work. Minor Irrigation div. calls for the beneficiaries and form water conservation
society and handover the project to this society for their benefits. In case of Spring Lakes, the lakes are handover to grampanchayat. Minor
Irrigation div. responsible for the selection of contractors for fishing and maintenance of the lakes.
The executive engineer visits to project sites to check the functioning of the programs and its benefits to the rural population as per plans and designs.
Minor Irrigation Div. keeps track of every program and prepare data analysis reports showing the effectiveness.
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ORGANISATION CHART FOR MINOR IRREGATION DEPARTMENT
CEO
Executive Engineer
Project Dept Account Dept.
Admin Dept
Section Engineer-4 Draftsman-1
Jr. Draftsman-1 Sketch Person- 1
Deputy Executive
Engineer
Additional CEO
Office Superintendent-1
Sr. Asst.-3 Jr Asst.-10
Driver- 1
Peon- 5
Jr. Accountant-1
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WORKS DEPARTMENT
Executive Engineer is in charge of Works Dept., JALGAON ZP and reports to
CEO.
Funds are provided by various programs from Central and State Govt. and ZP to
facilitate & maintain the roads and infrastructure at village and Panchayat levels to
improve the life of rural people of JALGAON.
There are various sections in this dept. One is technical dept., where qualified
engineers are working for planning and execution of programs in order to make
provision of roads and infrastructure at village and Panchayat levels for the rural
population.
The second section is budget branch, working out of requirements and getting
funds from govt. is performed by this section.
The requirements are received from different depts. of JALGAON ZP, elected
representatives, BDOs or Gramsevaks as against different laid down programs.
Implementation plan is prepared and submitted to Govt.
After receiving sanction, if goods are to be procured, proper tenders are issued to
approved suppliers or goods procured from approved rate contract suppliers.
The engineers are making regular visits to planned works to check the functioning
of the schemes and its benefits to the rural population.
The administration section of works dept. take care of record keeping and
evaluation and reporting of the programs to Dept Head and CEO. Also looking
after service book, salary of employees etc.
Other section is drawing section which looks after the programming of various
schemes.
There is no individual benifitiaries or selection. The programmes & schemes are
implemented for the benifit of masses.
Works dept. in ZP, BDO helps in implementing the schemes and inspects proper
utilization of various facilities.
Works department keep track of every program and prepare data analysis reports
showing the effectiveness alongwith implementation & monitoring of the scheme.
The dept. also facilitate technical guidelines & assistance to BDO & other depts.
alongwith mode of communication roads. The Works dept. construct buildings for
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various depts. Provision of minimum needed infrastructure to rural area &
developing the scheme is the prime moto & fundamental duty of Works Dept.
ORGANISATION CHART FOR WORKS DEPARTMENT
CEO
Executive
Engineer
Office
Superintendent
Asst. Account
Officer
Section
Engineer -Civil
(Projects )
Peon
Senior
Asst.
Accounts
Senior
Asst .
Admin
HDM
Junior
Asst.
Accounts
Junior
Asst.
Admin
Driver
Deputy
Executive
Engineer
Section
Engineer-Elect.
& Mech.
(Technical)
E.O.(Stat)
Tracer
Hawaldar
Draftsman
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AGRICULTURE DEPARTMENT
Agriculture Development Officer is in charge of Agriculture Dept., JALGAON ZP
and reports to CEO.
There are various programs from Central and State Govt. and ZP in order to
improve the agricultural production and improvement in the standard of living of
general and backward class farmers from JALGAON ZP.
The main function of this department is to implement schemes and monitoring
supply of agricultural inputs(i.e. seeds fertilizers and pesticides) of good quality.
The admin, accounts and stores is working on requirements and getting funds from
govt., procurement of goods required for various programs and keeping the stock
of these goods are some of the activities performed by this section.
In general all schemes, programs are implemented through active participation of
Panchayat Samitees from district. The requirements are received from Panchayats,
different depts. of JALGAON ZP, elected representatives as against different laid
down programs.
Implementation plan is prepared and submitted for approval.
After receiving sanction, if goods are to be procured procured from approved rate
contract and suppliers.
The agricultural officers and staff are making regular visits to planned territory to
check the functioning of the schemes and its benefits to the rural population.
The administration and accounts section of works dept take care of record keeping
and evaluation and reporting of the programs to Dept Head and CEO.
Scrutiny of the beneficiaries is done by this dept. in case of SCP, TSP, OTSP
schemes and in other scheme by B.D.O., Panchayat Samitees.
Agricultural dept. in ZP, BDO helps in distributing the benefits to selected
beneficiaries and inspects proper utilization of goods and facilities.
In case of funds to be distributed to beneficiaries, after receiving sanction it is
transferred in bank and cheques are issued to beneficiaries.
Agricultural department keep track of every program and prepare data analysis
reports showing the effectiveness.
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ORGANISATION CHART FOR AGRICULTURE DEPARTMENT
Agriculture
Development Officer
District Agriculture Officer
(SCP)
Astt. Account
Officer
Peon
Sr. Asst.
Accounts
Senior
Asst .
Admin
Office
Superintendent
Jr. Asst.
Accounts
Junior
Asst.
Admin
Driver
CEO
District Agriculture Officer
(Gen)
Campaign Officer
Section Officer
ACEO
Jr. Accounts
Officer
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PRIMARY EDUCATION DEPARTMENT
Education Officer (Primary) is in charge of Primary Education Dept., JALGAON
ZP and reports to CEO.
There are various programs from State Govt. in order to provide quality education
to all and to create awareness and interest among the children of 6 to 14 years from
JALGAON District to participate in educational movement.
There are two sections in this dept. Education Officer, Dy. Education Officer and
Extension officer from Primary Education plan and implement various educational
programs for children, visit to primary schools, anganwadies, hostels, Mahatma
Phule Shikshan Hami Kendras and also carry out periodical inspection of schools.
The second section is admin, commercial and stores. Working on requirements and
getting funds from govt., procurement of goods required for various programs and
keeping the stock of these goods are some of the activities perform by this section.
In general all schemes, programs are implemented through active participation of
Panchayat Samiti from district. The requirements are received from Panchayats,
different depts. of JALGAON ZP, elected representatives as against different laid
down programs.
Implementation plan is prepared and submitted to Govt.
After receiving sanction, if goods are to be procured, proper tenders are issued to
approved suppliers or goods procured from approved rate contract suppliers.
The admin and commercial section of works dept take care of record keeping and
evaluation and reporting of the programs to Education Officer-Primary Dept and
CEO.
Scrutiny of the beneficiaries is done by this dept.
Primary education dept. in ZP, different school representatives’ helps in
distributing the benefits to selected beneficiaries and inspects proper utilization of
all benefits.
In case of money is to distribute to beneficiaries, after receiving sanction it is
transferred in bank and cheques issued to beneficiaries.
Primary Education department keep track of every program and prepare data
analysis reports showing the effectiveness.
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ORGANISATION CHART FOR PRIMARY EDUCATION DEPARTMENT
Education Officer
Primary
Deputy Education Officer
CEO
Superintendent
Cl-II
Sr. Extension Officer
(Education) Section Officer
Office Superintendent
Peon
Senior
Asst .
Admin
Junior
Asst.
Admin
Driver
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SECONDARY EDUCATION DEPARTMENT
Education Officer (Secondary) is in charge of Secondary Education Dept.,
JALGAON ZP and reports to CEO and Dy.Director Education, Mumbai region.
There are various programs from State Govt. in order to provide quality education
to all and to create awareness and interest among the secondary school students
from JALGAON to participate in educational movement.
There are two sections in this dept. Education Officer, Dy. Education Officer and
implement various educational programs for children, visit to secondary schools
and conduct periodical inspection of schools.
The second section is administration. Working on requirements and getting funds
from govt., for various programs and schemes the activities performed by this
section.
The planning and implementation of SSC, HSC, NTS, Scholarship(school level)
examination is part of programs of secondary education dept.
Organize Science exhibition at taluka and district level for which fund provided by
ZP cess in every year.
In general all schemes, programs are implemented through this dept.
Implementation plan is prepared and submitted to Govt.
Scrutiny of the beneficiaries is done by this dept.
Secondary education dept. in ZP, different school representatives help in
distributing the benefits to selected beneficiaries and inspect proper utilization of
the same.
In case of funds to be distributed to beneficiaries, after receiving grant, it is the
cheques are issued to beneficiaries.
Secondary Education department keep track of every program and prepare data
analysis reports showing the effectiveness.
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ORGANISATION CHART FOR SECONDARY EDUCATION DEPARTMENT
QUALITY MANUAL JALGAON ZILLA
Education Officer
Secondary
CEO
Superintendant
Cl-II
Sr.Extension Officer
Peon
Office
Superintendant
Science
Supervisor
Driver
Section Officer Dy.Edu.Inspector
Senior Assistant
Admin
Junior Assistant
Admin
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VILLAGE PANCHAYAT DEPARTMENT
Deputy CEO is head of the Village Panchayat Department.
Deputy CEO village Panchayat and his team work to provide technical guidance
and planning implementation of village development and special project program
like Total Sanitation campaign (Nirmal Gram Puraskar) from central, state govt. in
co ordination with peoples representatives.
Many schemes of Village Panchayat department are linked with Panchayat
Samitees and other departments of Zilla Parishad like Education, Work, Rural
Water supply and health agriculture, animal husbandry etc.
Village Panchayat Dept. Prepares and submit annual budget to state and ZP as well
as work out for Zilla Gramvikas Vargani.
Following are some of the key functions of Village Panchayat Dept. :
1. Village level complaints resolving.
2. Tax collection overview.
3. Panipatti, Gharpatti collection.(Cess on water & Homes)
4. Periodical Prashasan Avawal to ZP.
5. Sampoorna Swachhata Abhiyan.(Total Cleanliness Drive)
6. Sant Gadgebaba Gram Swachhata Abhiyan
7. Provision of public Toilets.
8. Grampanchayat Swachhata Abhiyan
9. Grampanchayat level reward system.
10. Yashwant Gram Panchayat Yojana
11. Recruitments of Gramsevaks and control over administration of BDOs and
Gramsevaks working.
12. ZP Vehicles fuel bills and maintenance bills clearing.
13. Other functions as per Mumbai V.P. act 1958 and Accounts code 1968.
Every scheme received by Village Panchayat Dept. is studied under the guidance
of CEO. & implementation plan is prepared.
After receiving sanction, if goods are to be procured, proper tenders are issued to
approved suppliers or goods procured from approved rate contract suppliers.
Scrutiny of the beneficiaries is done by this dept.
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The inspectors make regular visits to planned territory to check the functioning of
the schemes and its benefits to the rural population.
The admin and commercial section of Village Panchayat Dept take care of record
keeping, evaluation and reporting of the programs to Dept Head and CEO.
Gramsevaks, BDO collects and forwards different proposals and application to
Village Panchayat Dept.
Village Panchayat Dept. in ZP, BDO, Gramsevaks distributes various goods to
selected beneficiaries and inspects proper utilization of various goods.
In case of funds to be distributed to beneficiaries, after receiving sanction it is
transferred in bank and cheques issued to beneficiaries.
Village Panchayat Dept. keeps track of every program and prepares data analysis
reports showing the effectiveness.
ORGANISATION CHART FOR VILLAGE PANCHAYAT
QUALITY MANUAL JALGAON ZILLA
CEO
Office Superintendent
Peon
Senior
Asst.
Accounts
Senior
Asst .
Admin
Junior
Asst.
Admin
Driver
Deputy CEO(VP)
Hawaldar
Junior
Asst.
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MAHILA BALKALYAN DEPARTMENT
Deputy CEO is head of the Mahila Balkalyan Department.
Mahila Balkalyan Samiti of ZP prepares programs for development of life of
people of Zilla Parishad in general & Ladies & kids in particular.. Mahila
Balkalyan Samiti sanctions these programs and asks for the proposals from village
and Panchayat levels. All proposals received are discussed among the Mahila
Balkalyan Samiti for sanctioning the beneficiaries. Technical sanctions are given
by CEO for these proposals which are sent to Finance Dept.
Deputy CEO Mahila Balkalyan Department and his team work to prepare budget,
provide technical guidance and planning implementation of these schemes /
programs in co ordination with peoples representatives.
Many schemes of Village Panchayat department are linked with Panchayat
Samitees and other departments of Zilla Parishad like Education, Work, Rural
Water supply and health etc.
Following are some of the key functions of Mahila Balkalyan Department. :
1. Survey for malnutrition children.
2. Rajmata Jijamata Poshan Mission- Survey for Weight of Children, age .
3. Provision for nutrition food for children from 1931 anganwadis
4. Running Anganwadis effectively.
5. Preparation of budget for salaries to Anganwadi Sevikas, supervisors and
helpers
6. Health check up for Anganwadi students.
7. Training program for Anganwadi Sevikas and evaluation of training given.
8. Planning and conducting program such as Hagandari Mukt village.
Every scheme received by Mahila Balkalyan Dept. is studied under the guidance of
CEO. After receiving sanction, if goods are to be procured, proper tenders are
issued to approved suppliers or goods procured from approved rate contract
suppliers.
Scrutiny of the beneficiaries is done by this dept.
The inspectors make regular visits to planned territory to check the functioning of
the schemes and its benefits to the rural population.
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The admin and commercial section of Mahila Balkalyan Dept take care of record
keeping and evaluation and reporting of the programs to Dept Head and CEO.
Mahila Balkalyan Dept. in ZP, BDO, Gramsevaks distributes various goods to
selected beneficiaries and inspects proper utilization of various goods and
facilities.
In case of funds to be distributed to beneficiaries, after receiving sanction it is
transferred in bank and cheques are issued to beneficiaries.
Mahila Balkalyan Dept keeps track of every program and prepare data analysis
reports showing the effectiveness.
ORGANISATION CHART FOR MAHILA BALKALYAN DEPARTMENT
QUALITY MANUAL JALGAON ZILLA
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CEO
Section Officer
Senior Asst.
Accounts
Extension Officer
Statistics
Senior
Asst .
Admin
Junior
Asst.
Admin
Deputy CEO
Peon Driver
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GENERAL ADMINISTRATION DEPARTMENT (GAD)
Deputy CEO is head of the General Administration Department and secretary of
ZP standing committee & also secretary of Z.P. General Meeting.
Deputy CEO GAD and his team provide day to day administration support to ZP
and plan and implement schemes from state govt as well as schemes from ZP in co
ordination with people’s representatives.
GAD keeps records of minutes of ZP meetings; Standing Comittee meetings in
register minutes of Panchayat Samiti meeting.
Records of minutes of meand setings held at ZP are submitted to CEO.
Many schemes of GAD are linked with Panchayat Samitees and other departments
of Zilla Parishad like Education, Work, Rural Water supply and health agriculture,
animal husbandry etc.
GAD functions are staff recruitments, promotions, transfer, handling resignations,
retirements, department enquiries of ZP employees, advance increment, staff
salary, CEO, ACEO, Dy.CEOs, BDOs diary, salary & TA, medical bills of ZP for
class 3 and class 4 staff, House loan, Compute loan, GPF loan, cl-IV employees’
uniform dress distribution, distribution of staff quarters,distribution of Stamp duty
grant, departmental competitive examinations, Flag hoisting, Pension adalat,
Vehicle’ registration, insirance renuation & distribution, GSLIS etc.
Following are some of the key functions of GAD:
1. Scrutiny of proposals received from ZP dept. heads for various programs
and submits it to working committees with remarks.
2. To minute the meetings held by President and follow up with dept. for
actions pending.
3. To arrange co ordination meetings among the ZP dept. heads, BDOs,
Section officer, superintends and prepare minutes of meeting & other
meetings also.
4. Recording complaints from people.
5. Gramastha Din, Nagarikanchi Sanad, Mahityacha Adikar, Varshik Prashasan
Ahwal, information of backlog of backward classes etc.
6. To make all arrangement for tour of ministers in district.
7. To prepare ZP Pandhrvada Goshvara on pending issues from ZP
departments.
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8. Record keeping of Confidential reports of Class 3 ZP staff.
9. Arrange and provision of required training to ZP staff.
10. Incoming document entries related to Vidhansabha questions, guidelines,
references from chief ministers, ministers, state and ZP officers & elected
members on ZP working, Lokshahi, Lokayukta, Bhrashtrachar Nirmulan
Prakarne etc.
11. Maintain register of candidates under compassionate ground, circulate GR’s
& Govt. circulars to all HOD’s & BDO’s, Write off & auction of unusable
furniture & vehicles.
GAD keeps track of every program and prepares data analysis reports indicating
the effectiveness.
ORGANISATION CHART FOR GENERAL ADMINISTRATION
DEPARTMENT (GAD)
QUALITY MANUAL JALGAON ZILLA
CEO
Section Officer
Office Superintendent Office Superintendent
Junior
Asst.
Accounts
Senior
Asst.
Accounts
Senior
Asst .
Admin
Junior
Asst.
Admin
Deputy CEO(Gen)
Hawaldar Peon Driver
StenComputer
Operator
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FINANCE DEPARTMENT
Chief Accounts and Finance Officer (CAFO) is head of the Finance Department.
CAFO and his team work to co ordinate and establish control on working of ZP
departments and Panchayat Samitees in respect to commercial matters.
Senior Accounts Officer is authorized to sanction bills from ZP departments and
sign cheques up to Rs 50,000 and CAFO is authorized to sanction bills from ZP
departments and sign cheques above Rs 50,000. Finance dept. verifies all the
budgets prepared by ZP departments for various schemes, programs before they
are sent for sanction from CEO. Finance dept. works on financial management and
subsequent investments and spending in ZP.
Finance dept prepares annual budget for ZP and verifies the Panchyat Samitee
budgets. Verification and record keeping of Balance sheet for all departments of
ZP is entrusted with CAFO
Verification and record keeping of Bills and payments made by Panchayat samitee,
to prepare reports on funds receipt and balance at state and central govt in regard
for working of different schemes at ZP is part of CAFO activity.
Salary preparation for ZP staff and keeping provision for the same, record keeping
and issue of pensions to Ex ZP staff is also handled by this dept.
Finance Dept. keeps track of every task and prepares data analysis reports to
indicate the effectiveness.
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ORGANISATION CHART FOR FINANCE DEPARTMENT
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Issue No. 01 Rev No: 00
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Issued By: MR SIGN:
CEO
Senior Accounts officer
Chief Account and Finance Officer
Assistant Accounts officer
Senior Assistant(A/c.)
Peon
Junior Assistant(A/c.)
Accounts officer
Junior Accounts officer
Driver
37
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SOCIAL WELFARE DEPARTMENT
In Maharashtra State there are seven divisions of Social Welfare, situated at
Mumbai, Pune, Nasik, Amravati, Aurangabad, Nagpur and Latur. Each division is
headed by Divisional Welfare Officer.
There are two Officers at District Level.
a. Special District Welfare Officer- He looks after different schemes of Central
as well State Govt. and monitoring of social component Plan.
b. Social Welfare Officer- Group A Zilla Parishad – He looks after different
schemes of central and state Govt. transferred to Zilla Parishad and schemes
from ZP
Social Welfare Department of Zilla Parishad implements many schemes for the
welfare of Backward classes, Tribal, Disabled Persons, old age persons, Artists and
for Vysanmukti. (de-additcion) Central Govt., State Govt., ZP’s own funds
finances these schemes.
Central and State Govt. schemes are broadly classified in four categories
i. Educational Concessions
ii. Economic up liftment
iii. Housing
iv. Social activites
v. Other Schemes
i. Educational Concessions
1. Tuition Fees and examination fees from 5th
to 10th
Standard to
backward class students.
2. Award of scholarships to backward class students in High schools.
3. Award of Savitribai Phule scholarships to backward class girl students
in Standard V to VII.
4. Pre-Matric Scholarship to children whose parents are engaged in
unclean occupation.
5. Award of stipend to backward class students studying in ITI.
6. Grant in Aided Hostels.
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7. Balwadis run by voluntary agencies are paid 90% f admission
expenditure.
8. Special schools for disabled students.
9. Construction grant in aid to aided hostels.
ii. Economic Upliftment :
1. Tailoring equipments(sewing machines,peikofall).
2. Mini flour mill, PCO box, tricycle, hearing aid etc.
iii. Housing:
1. Loan and subsidy to Backward class co-operative societies.
2. Other schemes of Central./, State Govt..
iv. Social activities :
1. Joint internal road & toilets in backward class rural areas(Dalit vasti
vikas).
2. Borewell, Well funds distribution.
3. Samaj mandir.
4. Equipments/tools for backward class farmers.
Social Welfare Officer is head of the Social Welfare department & often delegates
responsibility to additional CEO.
Social welfare officer a Class 1 officer has important role in execution, monitoring
and implementation of different schemes.
Social welfare officer and his team provides technical guidance including
planning, implementation of Social Welfare schemes from central, state govt as
well as schemes from ZP in co ordination with peoples representatives.
Many schemes of social welfare department are linked with Panchayat Samitees
and other departments of Zilla Parishad like Education, Work, Rural Water supply
and health etc.
There is no separate staff of social welfare department at Taluka and village level.
Block development Officer (BDO) plays an important role in effective
implementation of various schemes. Extension officer (Panchayat) and
Gramsevaks help BDO in this matter.
Every scheme received by social welfare department is studied under the guidance
of additional CEO. Implementation plan is prepared and submitted to Govt.
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After receiving sanction, if goods are to be procured, proper tenders are issued to
approved suppliers or goods procured from approved rate contract suppliers.
Scrutiny of the beneficiaries is done by this dept.
The inspectors make regular visits to planned territory to check the functioning of
the schemes and its benefits to the rural population.
The admin and commercial section of social welfare take care of record keeping
and evaluation and reporting of the programs to Dept Head, ACEO and CEO.
BDO collects and forwards different proposals and applications to ZP.
Social welfare department in ZP, BDO distributes various goods to selected
beneficiaries and inspects proper utilization of various goods and facilities.
In case of money is to distribute to beneficiaries, after receiving sanction it is
transferred in bank and cheques issued to beneficiaries.
Social welfare department keep track of every program and prepare data analysis
reports showing the effectiveness.
ORGANISATION CHART FOR SOCIAL WELFARE DEPARTMENT
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CEO
Office Superintendent
Social Welfare Inspector Senior Assistant
Additional CEO
Assistant Advisor
Peon Driver
Social Welfare Officer
Assistant Account Officer
Junior Assistant
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EDP DEPARTMENT
This department works under the guidance of Dy.CEO(Gen).
EDP dept is responsible to take care of all the computers and peripheral machines
in the ZP. The requirements in form of indent or request from ZP departments,
Panchayat Samitee, BDO, CDPO, deputy engineer MI, WD for software, hardware
and maintenance of computers and peripheral machines.
The requirements are approved by ZP president.
EDP calls for the quotations or purchase from the approved suppliers from the rate
contracts. The budget is sanctioned from GAD for purchase of software, hardware
and training of staff.
EDP section receives all the email for JALGAON ZP. EDP dept. circulate those
email to concern dept.
EDP Dept. in charge arranges computer operating training for ZP staff.
ORGANISATION CHART FOR EDP DEPARTMENT
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CEO
Section In charge / Programmer
Deputy CEO(Gen)
Computer / Data Entry Operators
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EACH OF THESE DEPARTMENTS MAINTAIN,
1) Job Charts for each functions
2) Clearly established objectives
3) Good House Keeping
4) Complaint register
5) Other documents as required under the directives & records as
governed by the GRs received from time to rime
4.2 DOCUMENTATION REQUIREMENTS.
4.2.1 GENERAL:
1. We have documented quality policy & quality objectives as per Annexure III.
(QMS/QPQO/5.3/5.4.1)
2. This Quality Manual describing scope and application of QMS ,description of
its processes together with their interaction(QMS/QM/4.2.2)
3. This Quality Manual also includes the documented procedures (QP/01
to QP/05)required by the standard as given under Annexure IV and also refers to
various documents required by the organization.
4. JALGAON ZP maintains records required by the standard and the records are
controlled as per control of records procedure QP/02 & the GRs.
4.2.2 Quality Manual
The Quality Manual is documented by M.R. and approved by the CEO.
A. JALGAON ZP Quality Manual defines the scope of the QMS & also refers to
the documented procedures established under the QMS.
B. The Quality Manual also describes interaction among the processes of QMS as
per the Process Flow Chart Annexure I
4.2.3 Control of Documents
Documents required by the QMS are controlled. The controlled status is also
evident from the marking on these documents as “CONTROLLED DOCUMENT”.
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The documented Procedure No.QP/01 is established to define the controls needed
for,
A. Approval and Issue of Documents for adequacy prior to use.
B. To review and Update as necessary and re-approve the documents.
C. To ensure that changes and revision status of the document is identified
D. To ensure that documents are legible, readily identifiable and available in
relevant versions at points of use.
E. Controlled documents at JALGAON ZP are of two types viz. Customer
Supplied rules, guidelines, instructions, programs & tenders, Standards, i.e.
Documents of External origin and JALGAON Zip’s own Specifications, Work
Instructions etc. Distribution of both these types is controlled. Documents of
external origin are identified & are controlled as appropriate.
F. To prevent the unintended use of obsolete documents and to apply suitable
identification to them if they are retained for any purpose, the obsolete documents
are stamped as “OBSOLETE AND RETAINED”
4.2.4 Control of Records
QMS records are established and maintained to provide evidence of conformity to
requirements and effective operation of the QMS. Records maintained are legible,
identifiable and retrievable. Records for the QMS are governed by the documented
procedure No.QP/02 for control of records which defines the controls needed for
the identification, storage, retrieval, retention period & disposition as appropriate
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5.0 Management Responsibility
5.1 Management Commitment
JALGAON ZP management is committed to meet customer requirements. To
achieve this QMS is developed in accordance with the requirements of ISO
9001:2000 Standards and is also striving to improve its effectiveness by
periodically reviewing the QMS. Importance of understanding and meeting
customer and regulatory requirements is communicated within the organization.
This is done through establishing the quality policy and quality objectives at
various levels, conducting management reviews, internal audits and also ensuring
that resources are available whenever needed. Top management commitment is
also evident through appointment of external agency to make the requirements of
standards clear within the organization.
5.2 Customer Focus
JALGAON ZP believes that customer needs are explicit drivers of QMS. The
requirements related to service are met or exceeded to enhance customer
satisfaction. The top management ensures regular interaction with the customers to
understand their current and future needs.
5.3 Quality Policy QMS/QP/5.3/5.4
The Quality policy is established and authorized by the CEO, who takes full
ownership of the policy and ensures that quality policy is communicated and
understood within the organization through the M. R.
JALGAON ZP ’s Quality policy is attached in Annexure No.III. The established
quality policy is,
1. Consistent with the nature of JALGAON ZP ’s working.
2. It includes commitment to comply with the customer requirements and
continually improving effectiveness of the QMS.
3. Quality Policy is also translated and explained in local language for better
understanding
4. JALGAON ZP also reviews its quality policy and it will be revised if necessary
to ensure that it is continually suitable for the QMS.
5. Policy so established provides a wider framework for establishing the quality
objectives.
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5.4 Planning
5.4.1 Quality Objectives QMS/QP/5.3/5.4
Measurable quality objectives are established at relevant levels and functions in the
organization including those needed to meet requirements for service
QMS/QP/5.3/5.4/Deptt.
The quality objectives, including those needed to meet requirements for service,
are periodically reviewed and also discussed in the management review meeting.
The JALGAON ZP objectives are as given in Annexure No.III
5.4.2 Quality Management System Planning
Planning of the QMS is carried out to ensure that the General requirements of the
QMS as laid down under 4.1 above are met with, along with the quality objectives.
Need based changes to QMS are made maintaining the integrity of QMS. The
QMS ensures that it is meeting requirements of ISO 9001:2000, customer
requirements and regulatory statutory requirements. It also includes wide range of
documents like acts, work instructions, guidelines, etc.
5.5.Responsibility, Authority and Communication
5.5.1 Responsibility and Authority
The responsibilities and authorities are well defined and communicated in the
organization. The graphic representation of the same is given in the Organization
Chart in Annexure II.
Responsibility of CEO:
Responsibility of CEO is documented in the ZP act
Over and above this responsibility the CEO acts as top management for the QMS.
The CEO is primarily responsible for establishing the Quality Policy, Quality
Objectives for the entire organisation. He is also responsible for overseeing
continual improvement in each of JALGAON ZP processes to make QMS
implementation meaningful and effective to all. He is responsible to provide
resources necessary for establishing, documenting, implementing, maintaining and
effectively improving QMS related processes. He is also responsible to conduct
timely MRM to ensure that QMS is effective.
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The responsibility & authority for all other positions are as available in the
respective departments.
5.5.2 Management Representative (MR)
MR is appointed, who besides the regular designated job as Dy.CEO(GAD) is also
responsible and authorized for establishing, implementing and maintaining the
processes needed for the QMS.
MR through the interaction with all concerned in the organization promotes the
awareness about the customer requirement and emphasizes on need to meet the
same.
MR is also responsible to report to top management on the performance of the
QMS and need for improvement if any. MR’s responsibility also includes co
ordination for timely management reviews and internal audits. MR also liaises with
external parties like the Consultants, Certifying bodies etc on matters relating to
QMS
5.5.3 Internal Communication
At JALGAON ZP various channels of internal communications are established
such as displays, meetings at various levels, posters, interoffice memos, etc. to
ensure that the QMS is effective. This also covers one to one feed back on
achievement of Quality Objectives, status of corrective / preventive actions, etc.
5.6 Management Review:
5.6.1 Management Review general:
JALGAON ZP conducts its Management Review at every six months or earlier as
needed. Purpose of management review is to review the QMS and identify if any
changes are needed to make QMS effective. This is achieved by understanding if
there is a need to revise quality policy, quality objectives or the system.
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5.6.2 Review Input
Input to Management Review normally includes information on
1) Follow up action decided at the previous management review
2) Results from the internal / external audits
3) Customer Feedback / complaints /potential service needs
4) Status of corrective and preventive actions
5) Recommendations from any level in the organization for improvement in
process or service function and any change that can affect the QMS.
6) Process Performance & Service Conformity
7) Changes that is likely to affect QMS
5.6 .3 Review Output
Review output includes the decision and actions related to,
1) Resource needs identification.
2) Service improvement relating to customer needs
3) Process or QMS improvement
4) Any re-arrangements, job rotation or job enlargement required for continual
improvement of the processes of the QMS
Records from management review are maintained as per control of records
procedure No. QP/02 (QM/MRM/5.6.3)
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6 Resource Management
6.1 Provision of Resources.
JALGAON ZP provides resources needed to,
1) Maintain and continually improve effectiveness of the QMS
2) To exceed customer expectations and thereby enhancing customer satisfaction.
Resource needs are assessed and authorized by the CEO duly consulting the MR &
respective functional persons.
6.2 Human Resources
6.2.1 General
JALGAON ZP ensures that the persons performing work affecting service quality
have the necessary competence on the basis of appropriate education, skills and
training.
6.2.2 Competence, Awareness and Training
JALGAON ZP has determined the competence requirement at each of the job
functions. A person is evaluated against the competency required and the extent to
which it exists.
Imparting the necessary training or suitable actions fulfills the gap if any. Training
once given is evaluated for its effectiveness and if necessary persons are re-trained
or other actions as needed are taken to ensure that competency requirements are
met with.
It is ensured that the personnel are aware about the exact relevance /importance of
their day to day functions & how they are contributing to achieve the quality
objectives .Periodic monitoring /feedback, both formal/informal are provided
Appropriate records of training, education and skills is kept as per control of
records procedure No.QP/02(QMS/Trng./6.2.2)
Competency required by persons performing work affecting service quality are as
available with each department.
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6.3 Infrastructure
To achieve the conformity to service requirement, the necessary infrastructure is
determined, provided and maintained.(QMS/PM/6.3) This includes .
1) The building and required utilities
2) Process equipment
3) Support services such as well connected transport, telephone, fax, e-mail,
etc.
Preventive maintenance of office equipments, vehicles is carried out as per the
schedule to ensure that there is no loss of service at any time.
6.4 Work Environment
JALGAON ZP ensures that the suitable work environment is provided to achieve
the service requirements. It also considers the human physical factors and where
necessary suitable safety equipments, proper ventilation, lighting is ensured. Safety
& Health of our employees is of prime importance and accordingly proper safety
precautions are insisted upon at all levels. This has helped JALGAON ZP to
maintain excellent safety records with no loss of workday case. There are no
accidents, major or minor, in the last many years.
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7 Service Realization
7.1 Planning of Service Realization
JALGAON ZP ensures that planning for service realization is done taking into
account the quality objectives and the service requirements. The output of the
planning process is in the form of a plan. While preparing this plan it is ensured
that the necessary resources like, funds, materials / medicines for service provision,
skilled labour etc are available along with the documents needed for the process of
service realization. Such documents are in the form of acceptance criteria, work
instructions, laid down directives /procedures etc. Appropriate records needed to
provide evidence that the realization process & resulting output meets
requirements are determined.
7.2 Customer Related Processes
7.2.1 Determination of Requirements related to Service
JALGAON ZP ensures that requirements related to service are determined before
the actual implementation of program. Government regulation, guidelines, orders
are considered. Special emphasis is also given for understanding implied needs of
the customer, which are not directly stated.
7.2.2 Review of Requirements related to service
JALGAON ZP has following types of customer:
1. People of JALGAON District.
2. Elected representative of JALGAON ZP & Panchayat Samiti.
3. State/ Central government ( Including their agencies as applicable)
JALGAON ZP ensures that prior to planning of any order or program, it has
understood the customer requirement and has the ability to fulfill these
requirements.
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Orders / schemes/ programs are accepted and activities commence only on
conducting such a review and differences if any are resolved. In case the customer
does not provide documented statements of requirement, then the requirements are
recorded and confirmed before their acceptance. In case of any amendments to
service requirement, relevant documents are amended and the requirements are
reviewed again. All such amendments are communicated to all concerned. Records
of such review and any actions arising out of the same are maintained as per
control of records procedure No.QP/02
7.2.3 Customer Communication
JALGAON ZP provides its customer with relevant information about the
organization. Customers are regularly updated on the status of fulfilling their
requirements, updating completion dates and feed back regarding changes required
to improve the service performance. Customer complaints if any are fully
analyzed, root causes are identified, suitable corrective actions are implemented
and customers are communicated on the same.
All the customers are informed about implementation of the QMS at JALGAON
ZP
7.3 DESIGN AND/OR DEVELOPMENT:
The services provided by JALGAON ZP are determined under various regulations
including the actual conduct of service either by the government or at times also by
the elected representatives. In view of this nature of our activities we do not design
the service to be provided. We merely carry out the activities for the service and
hence Clause 7.3 (Design & Development) is not applicable to us.
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7.4 Purchasing
7.4.1Purchasing Process
JALGAON ZP purchasing ensures that the materials purchased conform to the
specified purchase requirements. The extent of control on the supplier & the
materials purchased depends on the criticality of the service for JALGAON ZP;s
service realization .At JALGAON ZP , a list of approved suppliers /service
providers (QMS/APRSUP/7.4.1) is maintained at Department level. Suppliers are
evaluated and then selected based on their ability to supply materials / medicines
to meet JALGAON ZP’s requirement. Supplier selection, evaluation &
reevaluation criteria are determined. (QMS/SUPSELCRT/7.4.1) Records of results
evaluation & any actions so required are maintained
7.4.2 Purchasing Information
It is ensured that purchasing information is adequate prior to its communication to
the supplier. The purchasing information if required also contains,
1) Requirements for materials / medicines, process, procedure approval
2) Requirements for qualification of personnel
3) Requirements of JALGAON ZP’s customer for verification of their items at
supplier’s end and verification equipments needed to do the same.
4) Requirements of QMS if any
7.4.3 Verification of Purchased products..
Acceptance and Rejection criteria for the items being purchased are established
(QMS/QAPRM/8.2.4). This criteria is followed to ensure that the purchased items
meets specified requirements.Data regarding suppliers not meeting the acceptance
– rejection criteria is maintained. This data forms an input to the supplier
evaluation process.
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7.5 Service Provision
7.5.1 Control of Service:
Service is carried out with detailed planning and under controlled conditions at
various stages. These controlled conditions include the following as applicable.
1) Availability of Information that describes the service characteristics required
like service specifications, etc
2) Availability of various work instructions (W. Is.), supporting documents as
appropriate
3) Use of required equipment / facility in desired conditions
4) Implementation of the necessary measurement and monitoring by way of
quality inspection
5) The implementation of release, delivery & post delivery activities if any
7.5.2 Validation of Processes for service and service provision
Validation of Processes for service & service provision: As there exists no process
at JALGAON ZILLA PARISHAD, where resultant output cannot be verified by
subsequent monitoring & measurement. Hence this clause is not applicable to the
Quality Management System laid down at JALGAON ZILLA PARISHAD.
7.5.3 Identification and Trace ability
A system is established for service identification to identify the service during all
stages of service provision.
Whenever traceability is a specified requirement, procedures will be established to
ensure that necessary service or material is identified every stage of service
provision.
7.5.4 Customer Property
At our Zilla Parihsad customer property provided for use or for incorporation into
the service is suitably identified, verified, protected and safe guarded. If any
customer property is lost or damaged or found to be unsuitable for use, the same is
reported to the customer and records are maintained as per control of records
procedure No.QP/02.
Documents, samples, information etc received from the customer is treated as the
property of the customer & is also protected for it’s secrecy as appropriate
.
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7.5.5 Preservation of Service
During handling, storage or any other processing it is ensured that the conformity
of materials to requirements is maintained. It is ensured and established that
conforming materials / medicines leaving JALGAON ZP remains conforming on
receipt at customer end. Regular feedback for this is obtained from customers end
during the frequent interaction with them.
7.6 Control of Monitoring and Measuring Devices
Some of the monitoring and measuring devices are used by us. A list of all such
devices is kept. Calibration Plan/Records are kept (QMS/CAL/7.6) to ensure that
monitoring and measuring devices used to establish evidence of conformity to
service requirements are controlled.
To ensure valid results they are:
1) Calibrated, verified as per calibration matrix at specified intervals traceable to
National / International Standards.
2) Necessary adjustments if required are done to ensure valid results.
3) Since it is not possible to tag the calibration status on each device a separate list
is maintained and monitored to ensure that only calibrated devices are used.
4) Safeguarded against any adjustments that can invalidate the results. 5) Properly
handled to avoid damage.
If any device is found to be out of calibration, all measurements done with the
device are verified against a valid device and suitable actions, if necessary, are
taken to prevent any invalid results
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8.0 Measurement, Analysis and Improvement
8.1 General
JALGAON ZP has established various formal and informal methods for
monitoring, measuring, analyzing and improving the processes. These processes
demonstrate conformity to the requirements of services and those of QMS. The
results obtained from these methods are analyzed and improvement measures are
discussed in the management review meetings. Results of implementation of
improvement measures are discussed in the management review meetings and
change of corrective action for improvement may be decided if necessary. This
analysis also helps in continual improvement of the effectiveness of the QMS.
8.2 Monitoring & Measurement
8.2.1 Customer Satisfaction
JALGAON ZP has established a system of measuring customer satisfaction /
dissatisfaction. Apart from the regular feedback obtained through the very frequent
visits to the customers. Customer satisfaction is also measured by getting the
feedback in the specified format (QMS/Cust.Sat/8.2.1). Customer’s perception as
regards to whether we have met their requirements and to what extent is analyzed
and discussed in the management review meeting. Action is initiated wherever
customer gives a low rating to a particular aspect of performance. Customer
complaints are registered & suitable actions are ensured by the top management
(QMS/CUST.COMPL./8.2.1)
The system is also audited in Internal Audits to measure the effective working of
the system and potential opportunities for improvement.
8.2.2 Internal Audit
JALGAON ZP has established and maintains a documented procedure for Internal
Quality Audit Procedure No. QP/04. Internal auditing of the quality system,
process and service is carried out by qualified and trained personnel who have no
direct responsibility for the activity being audited in order to ensure compliance to
the system.
The audit criteria and frequency are defined.
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The objective is to ensure that QMS is functioning as per
planned arrangements and it meets requirement of ISO 9001:2000 and is
effectively implemented and maintained.
To eliminate detected non-conformity during the audit, MR ensures that follow up
is done for verification of the corrective actions and reports accordingly. Results of
internal audits are discussed in Management Review Meeting. MR controls this
process by coordinating with the auditors & all , follow up for corrective actions
,reporting the audit results etc. An annual audit plan is drawn& executed.
8.2.3 Monitoring and Measurement Of Processes
Provision of the services is carried out as per standard procedures, guidelines,
programs & as per the criteria. The processes from receiving program/guidelines,
procurement of items if any and final service inspection is well controlled in order
to maintain conformity to service requirement.
Suitable methods are applied to monitor and measure the QMS processes and when
planned results are not achieved, correction or corrective actions are taken as
appropriate to ensure conformity to requirements.
8.2.4 Monitoring and Measurement of Service
To ensure conformity to requirement all the services are monitored and measured
from receiving program/guidelines, procurement of items if any and finished
service stage. Service conformity to requirements is also verified
(QMS/FINSP/8.2.4) at customer ends by taking suitable feedback during very
frequent interactions.. Records are maintained to ensure that services are released
at various stages by authorized persons only. Acceptance and rejection criteria’s
are available at all the stages of service.
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8.3 Control of Non Conforming Service
JALGAON ZP has established and maintained a documented procedure for control
of non-conforming service, refer Procedure No.QP/03. Non-conformities are dealt
with by rework, reject and/or scrap or by taking concession from the customers.
Records of all such events are kept as per control of records Procedure.
8.4 Analysis of Data
At JALGAON ZP we ensure that information and data is collected from all parts
of the organization. The data so collected is analyzed to determine implementation
and effectiveness of the QMS. This data analysis results in information relating to
1. Customer Satisfaction
2. Supplier Evaluation
3. Effectiveness of the Processes of QMS
8.5 Continual Improvement
8.5.1 Continual Improvement
JALGAON ZP has established systems for identifying & prioritizing areas for
continual improvement to increase efficiency and effectiveness of the QMS. This
is done through:
a) Quality Policy and Quality Objectives including measurable improvement
objectives at key function level.
b) Results of Internal and External Audits
c) Data Analysis
d) Corrective and Preventive Actions
e) Results and Actions arising out of Management Reviews
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8.5.2 Corrective Action
JALGAON ZP has established and maintained a documented procedure for
corrective action, procedure No.QP/05. Actions are taken to eliminate the cause of
non-conformities. The process of root cause analysis identifies the cause.
Corrective actions so taken are verified and discussed in management review to
assess their suitability. Records of corrective actions are maintained as per control
of records procedure No. QP/02 Documented procedure QP/05 is established for
corrective/preventive actions.
8.5.3 Preventive Action
JALGAON ZP has established and maintained a documented procedure for
preventive action, Procedure QP/05
Preventive actions are taken to eliminate the causes of potential non-conformities
to prevent their occurrence. Preventive actions are appropriate to the effects of the
potential problems with respect to the service requirements. Status and
effectiveness of the preventive action so taken is verified and discussed in
management review. Records of Preventive actions are maintained as per control
of records, Procedure No.QP/02
ANNEXURE I
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PROCESS FLOW CHART
ANNEXURE I
QUALITY MANUAL JALGAON ZILLA
PARISHAD
Programs, guidelines from state, central
government, Zilla Parishad declares
program
Receipt of requirements
from various customers
Understanding of requirement, planning by Department
Head, Staff and approval from CEO, ACEO
In case of procurement of materials,
medicines for distribution, follow
tendering, procurement of materials,
medicines from approved suppliers,
approval from CEO, ACEO
In case of disbursement of payments, list
of beneficiary from respective area
representative, Gramsevak, BDO.
Verification of the individual beneficiary
approval from CEO, ACEO
Inspection of materials and bill
verification by department staff, Bill
approval by Department head.
In case of materials, medicines etc not
meeting the requirements sent back to
suppliers. Report to Department Head.
Payments cheques issued to bank, list of
beneficiary send to bank. Beneficiary
collects payments from bank
List of beneficiary from respective area
representative, gram sevak, BDO. Verification of the
individual beneficiary approval from CEO, ACEO
1
1
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Feedback from Customer related to
quality, delivery, response,
complaint handling ALL DEPTS.
In case of customer complaint,
record it in complaint register and
plan/take corrective action to resolve
the same. Report to top management
and sent input for MRM ALL
DEPTS
1
Corrective Actions
Preventive Actions
Continual Improvement of QMS processes
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ANNEXURE II
ORGANISATION CHART JALGAON ZILLA PARISHAD
Chief Executive
Officer
Additional Chief
Executive Officer
Dep CEO
Mahila
Balkalyan
Education
Officer
Primary
Dy.CEO
GAD &
MR
CAFO Social
Welfare
Officer
Education
Officer
Secondary
DAHO Executive
Engineer
Works
Dept
Agriculture
Development
Officer
Dep. CEO
Village
Panchayat
Executive
Engineer
Water
Dept
Office
Superin-
tendent
Officer
Superin-
tendent
Section
Officer
Senior
Assist.
Office
Superin-
tendent
Section
Officer
Senior
A/cs.
Officer
Section
Officer
Deputy
Education
Officer
AHO
Tech
A/cs.
Officer
District
Agricul-
tural
officer
Extension
Officer
Section
Officer
Extension
Officer
Senior
Assistant
Superin-
tendent
cl-II
Section
Officer
Dy.Edu.
Inspector
Section
Officer
Office
Superin-
tendent
Section Engineer Asst. Account Officer
Dy.Ex.
Engineer
Office
Superin-
tendent
Asst. A/c.
Officer
EDP
Dept In
Charge
DHO
RCHO ADMIN
Officer ADH
O
Section
Officer
Office
Superin-
tendent
Dy.E.O.
Section
Engineer
Asst. A/cs.
Officer
Asst.
A/cs.
Officer
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ANNEXURE III
QUALITY POLICY
We all at JALGAON Zilla Parishad are committed to provide services to
not only meet but exceed requirements of our customers by clearly
understanding their needs & expectations.
We shall strive to demonstrate transparency, timely provision of service
and enhancement in the standard of service quality.
We shall continually improve each of our processes to enhance
satisfaction of our customers. & abide by the State Directives. We will
effectively involve each of our employees, our vendors of materials and
services to make a difference in the living of people, we are committed
to Serve.
Chief Executive Officer
JALGAON Zilla Parishad
Date: 14.05.2008, Issue No.01, Rev 00
QUALITY OBJECTIVES
1. To get ISO 9001:2000 certification by 30.09.2008.
2. To improve housekeeping including cleanliness to the satisfaction of all.
3. To carryout 100% task on time.
4. To take ISO awareness at Panchayat Samiti level by Dec 2008.
5. To take customer feedback and carryout effective analysis for each
department by Sep 2008.
6. To provide minimum 8 hours training annually for each employee from
JALGAON Zilla Parishad.
7. To maintain fire fighting arrangements in the required areas by 31.07.2008.
8. To complete actions on 70% of checklist points by 31.08.2008.
Chief Executive Officer
JALGAON Zilla Parishad
Date: 14.05.2008, Issue No.01, Rev 00
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ANNEXURE IV
PROCEDURE FOR CONTROL OF DOCUMENT
1.0 PURPOSE :
This procedure outlines the method for document control to ensure that the
appropriate revisions of the documents are available with the user.
2.0 SCOPE :
Applicable to all documents and data related to documented quality system
generated internally and externally.
3.0 RESPONSIBILITY :
MR
4.0 PROCEEDURE :
4.1 Control of Quality Manual : ( level – 1 ) The procedure for control of
quality system has been described in quality manual itself.
4.2 The preparing, approving and issuing authority for the various levels of
documents is as follows:
Level Description Preparing
authority
Approving
Authority
Issuing
Authority
Master copy
with
01 Quality
Manual
M.R. CEO M.R. M.R.
02 Quality
Procedures
M.R. CEO M.R. M.R.
Process
Flow chart
M.R. CEO M.R. M.R. 03
Lists M.R. CEO M.R. M.R.
04 Formats M.R. CEO M.R. M.R.
PROCEDURE QP/01 JALGAON ZILLA PARISHAD
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4.3 Document numbering system:
Documents are numbered as XX/YY/ZZ, where
XX stands for type of
document
For Ex.:
QP- Quality Procedure
FC – Flow Chart
All formats, Lists, Registers
are identified by their name
YY stands for Departments:
For Ex:
GAD- general Admin.
HTH- Health
ANH- Animal Husbandry
PRE – Primary Education
CDW – Child Development
And Welfare
MR- Management
Representative
ZZ stands for
Running Serial
Number.
For Level 1 as follows: QM / YY/ZZ, where
QM = Quality Manual, YY = Issue No., ZZ= Sr. No.
4.4 DOCUMENT IDENTIFICATION: -
All Quality Procedures and level 3 documents have their reference number,
revision date, and revision number, page number, title as appropriate. Each
document has unique identification.
DOCCUMENT STATUS IDENTIFICATION:
SR
NO
DESCRIPTION IDENTIFICATIONN COLOR
1 All Master copies Master Copy (on reverse side of document) Blue
2 All controlled
copies
Controlled Copy (on front side of document) Red
3 For all obsolete
copies
OBSOLETE COPY
Date:
(On front side of document0
Red
PROCEDURE QP/01 JALGAON ZILLA PARISHAD
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PROCEDURE QP/01 JALGAON ZILLA PARISHAD
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Issued By: MR SIGN:
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4.5 ISSUE CONTROL:
• Issue control authority and maintenance of master copies of all documents
is described in the first page of this procedure.
• Master copy stamped in Violet color on reverse side of the document and is
used for taking photocopies for the purpose of issuing copies.
• Record of issue is maintained in Record of Revision and Distribution and
kept with master copy only.
• For 01 issue documents the revision status is 00. Whenever there is any
change in particular document the revision number is raised as 01, 02 to 09.
• The issue number is raised from 01 to 02 in following circumstances.
a) Whenever there is any major change in ISO 9001: 2000 requirements.
b) Major changes in company’s Organization.
c) Whenever Revision number of any particular document will go above 09
4.6 CHANGE CONTROL:
• The employee who desire or suggests any change in the document shall raise
a document change note. Requesting document change to MR. MR reviews
that change with approval authority of the document and takes decision
whether to revise that document or not.
• If the document is to be revised, MR shall revise that Document and take the
approval from the authority that has originally approved the document.
• The nature of document changes is communicated to concerned departments
through the document-change note.
• The revision in the level 2 and 3 documents are recorded in Record of
Revision and distribution by MR and are kept with Master copies. Control
copy holder can refer to these sheets as and when required to know revision
in their documents.
• The document change note indicates the effective date for implementation of
change.
• MR issues the revised document to all concerned as detailed in record of
revision and distribution.
• MR ensures that all the obsolete copies are received back from concerned
persons. All obsolete copies shall be destroyed except master copies.
PROCEDURE QP/01 JALGAON ZILLA PARISHAD
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• The master copies of obsolete documents are retained by MR for one year
from the date off revision or up to next revision.
4.7 DOCUMENT MASTER LIST:
• MR has a master list of all documents, which shows the current issue status
and revision status of the document.
• Whenever there is any revision in the document MR updates master list of
that particular document.
4.8 RESPONSIBILITY OF USER DEPARTMENT:
• It is responsibility of all controlled copyholders to maintain the updated
copies and remove the obsolete copies from use.
• All controlled copy holders shall make available relevant procedures, work
instructions, formats and any other documentation to the employees working
under them. They ensure that procedures and work instructions are
understood and implemented in day to day working by concerned persons.
4.9 CONTROL ON EXTERNAL ORIGINAL DOCUMENTS:
• The external originated documents are as follows
a)National / international standards.
a) Various guidelines from government
These documents are properly identified and their distribution is controlled. 4.10 CONTROL OF DATA STORED IN ELECTRONIC MEDIA:
• Utmost care shall be taken while storing data in electronic media.
• Only authorised users shall be allowed to use the data.
• Wherever possible, data shall be protected by providing passwords.
• Regular back up shall be taken to avoid data loss or damage / corrupted.
• Data shall be protected from viruses by using latest anti-virus programs.
5.0 DOCUMENT REFERENCES:
Master List of Documents
Record of revision and distribution
Document change note.
PROCEDURE QP/01 JALGAON ZILLA PARISHAD
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PROCEDURE FOR CONTROL OF RECORDS
1.0 PURPOSE:
To establish and maintain documented procedure for identification, collection,
indexing, access, filing, storage, maintenance & disposition of quality records.
2.0 SCOPE;
Applicable to all quality records of the organisation.
3.0 RESPONSIBILITY:
MR and department personnel.
4.0 PURPOSE:
4.1 MR shall prepare the list of Quality Records to be maintained across the
organisation & shall issue the same to the concerned.
4.2 IDENTIFICATION OF RECORDS: All files / register are identified by using
labels which indicates the reference no., description, the period to which the
contained records belong.
4.3 COLLECTION OF RECORD:
4.3.1 The origin of records & generating authorities are described in respective
Quality Procedures and Quality Manual.
4.3.2 Each department head shall ensure all the records recorded are legible by the
concerned users & specify the collection method in the list of records &
shall maintain the records safely.
4.4 INDEXING AND FILING OF RECORDS:
4.4.1 The individual records shall be indexed in chronological order or date/serial
nos. wise or subject of records as felt appropriate by department in charge.
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4.4.2 The records in the form of book copies shall be kept in chronological order
of period of period for each book which lead to easy retrieval of any record
needed.
4.4.3 The records shall be filed in a new file when the current file becomes bulky
for handling or after predetermined time period.
4.5 ACCESS OF RECORDS:
4.5.1 All the personnel performing various tasks addressed in the system shall
have access to any record required by them in connection with their work,
through the department in charge.
4.5.2 Whenever required, the records are made available for analysis, audit
propose and for any other reference purpose.
4.5.3 If contractually agreed, the appropriate quality records shall be made
available to the customers as and when required by M.R.
4.5.4 The records stored in departments or record room shall be provided adequate
protection from any type of damage, deterioration or loss.
4.5.5 DESPOSITION OF RECORDS: The records after the retention period is
completed, shall be destroyed by the department.
4.7 RETENTION PERID OF RECORDS.
4.7.1 The retention period for each record shall be mentioned in the list of quality
records, which is prepared and maintain by M.R.
4.7.2 Quality performance record like control charts, inspection reports shall be
retained as per guidelines issued by authority.
4.7.3 Records of internal quality audit and management review shall be retained
for the period of three years by M.R
4.7.4 However, for any other reasons, if felt necessary, any of the records shall be
retained further for time period needed by authority and destroyed
subsequently.
5.0 Document reference:
List of Quality records GR REF ZP /R/2961-295-T 30.05.64
PROCEDURE QP/02 JALGAON ZILLA PARISHAD
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PROCEDURE FOR CONTROL OF NON CONFORMING PRODUCTS /
SERVICES
1.0 PURPOSE
To establish a procedure for handling the service non-conforming situations
to decide the disposition actions to ensure that only conforming service is
released under authorized concession.
2.0 SCOPE
Applicable to non-conforming service at all stages.
3.0 RESPONSIBILITY
All ZP Department staff.
4.0 PROCEDURE
4.1 Any deviation with respect to guidelines / order/ requirement noting / control
plan shall be treated as non-conformance.
4.2 Non-conformance during incoming stage
• The non-conformance observed during incoming inspection / verification
will be identified by the respective dept. & recorded in inward stock
register.
• SO shall inform the supplier.
• The necessary corrective action shall be taken as per the agreement.
• If disposition action is to reject, Rejected material shall be returned to
supplier.
4.3 Non-conformance occurring during service.
• The process non-conformances are noted down.
• The process non-conformances shall be reviewed by the SO & Dept
head. SO & Dept head shall decide the action & same shall be
recorded in Non-conformance Register.
• Once in a month detailed analysis of process non-conformances is
carried out.
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• If the non-conformance levels are above targets / repetitive non-
conformances are happenings, appropriate corrective / preventive
actions shall be initiated.
• Necessary corrective & preventive action shall be taken as per
procedure QP/MR/06.
4.4 Non-conformance occurring during final stage
• Concern Dept. Staff shall review non-conformity observed during final
stage, decide the disposition and shall record in Non-conformance
register.
• For acceptances under deviations, register for the same shall be updated
by Dept. in charge.
4.5 The disposition action during any stage shall be one of the following.
• Accept with or without repair, by concession.
• Reject & scrap.
• Rework to meet specified requirements.
• Re grade for alternative application.
4.6 Rework Instructions are made available wherever necessary by Dept. In
charge.
5.0 PROCESS MEASURABLE
MEASURABLE PARAMETER UOM DATA SOURCE
No. of non conformance in dept. Nos Non conformance
register
6.0 Document Reference
Procedure for corrective action / preventive action
7.0 Record Reference
Non-conformance register
Rejection analysis with CAPA
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PROCEDURE FOR INTERNAL QUALITY AUDIT
1.0 PURPOSE:
To plan and conduct internal quality audit in order to assure the implementation of
quality management system and to provide appropriate feedback to the
management to initiate corrective actions on the non conformities
2.0 SCOPE:
Quality management system of Riagad Zilla Parishad.
3.0 RESSPONSIBILITY
• Management representative
• Internal quality auditors
4.0 PROCEDURE
4.1 MR has the responsibility to plan and organize the internal quality audits.
4.2 Internal quality audits are conducted once in 3 months.
4.3 Internal quality audits are conducted according to the plan. The plan is for
entire year. Audit plans shall cover all applicable clause for quality
management system for Jalgaon Zilla Parishad
4.4 MR informs to all concern through internal quality audit schedule well in
advance with details of audit function, scope of audit, duration, date, time,
auditee responsible and auditors.
4.6 Auditors are independent of the functions to be audited.
4.7 Auditors are chosen from list of trained auditors..
Training records of the auditors are maintained with MR.
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4.8 Quality Manual, procedures and ISO 9001:2000 standard are the basis for
Audit. Auditor records all the observations in audit observation reports and on
the basis of audit observation reports, he/she identifies the nonconformity in
audit non conformity report.
4.9 Auditee responsible acknowledges the non-conformity and recommend the
proposed corrective actions along with completion target date in Audit Non-
conformity Report.
4.10 Based on corrective action required documents are identified. If preventive
action is required the same is identified by the auditee.
4.11 Auditors submits the non-conformance report duly acknowledged by the
auditee to the MR.
4.12 In case there is no non-conformance observed, it is informed to auditee.
4.13 The copy of non- conformance report of the audit is provided to auditee.
4.14 MR organizes for the follow up audit to verify the implementation of
proposed corrective action and / or preventive action taken and to verify the
effectiveness of implementation of corrective action and / or preventive
action.
4.15 These corrective action and / or preventive action taken are found satisfactory
then the MR closes the non-conformities.
4.16 The responsibility to maintain all records pertaining to the procedure lies with
MR for a minimum period of 3 years.
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5.0 PROCESS MEASURABLE:
Sr.
No.
Measurable
Parameters
UOM. Data Source Review
Frequency
1 Total nos. of NCRs
raised
Nos IQA observation
sheet
Quarterly
2 NC reported in
internal Vs external
audit
Ratio IQA reports Annually
6.0 DOCUMENT REFERENCES:
• List of internal quality auditors
7.0 RECORD REFERENCES:
• Internal quality audit annual plan
• Internal quality audit schedule
• Audit NC report
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NC REPORT FORMAT
Audit Round: NCR No:
Audit Date: NCR Date:
Area Audited: ISO Clause or Manual reference
Name of Auditee:
Name Of Auditor:
Nature of Non Conformance :( Description: To be filled by Auditor)
SIGN: Auditor:
Root Cause & Corrective Action (Description to be filled by the Auditee)
Date of Compliance:
SIGN: Auditee
Follow Up Audit Verification by Auditor
Date:
Name Of Auditor :
Remarks: Timely NC Closed/ NC Open & Remarks if any
SIGN: Auditor:
This format or the format of the auditing body is used for Ncs
PROCEDURE QP/05 JALGAON ZILLA PARISHAD
Issue No. 01 Rev No: 00
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PROCEDURE FOR CORRECTIVE ACTION AND PREVENTIVE ACTION
1.0 PURPOSE;
To establish a procedure for taking corrective / preventive action for non
conforming situation to avoid re occurrence and to prevent occurrence of the same.
2.0 SCOPE:
This procedure is applicable to all service non conforming situation and customer
complaints.
3.0 RESPONSIBILITY:
• All the employees of the organisation.
3.0 PROCEDURE:
3.1 All the service non-conformances shall be handled as per procedure
QP/ MR/05.
3.2 Procedure for corrective action for the non-conformance at the
incoming inspection stage.
3.2.1 Need for corrective action shall be decided by concern staff to identify
the cause of non-conformance and to avoid its occurrence.
3.2.2 In case of repetitive and major non-conformance, the auditee shall
write the detail of the non conformance in corrective and preventive
format. He shall investigate for the root cause of the non-conformity
and the same shall be recorded in the above mentioned format.
3.2.3 In case of quality related customer complaints, dept. head shall write
the nature of customer complaint ( Non-conformance) in the
corrective and preventive action format. He shall investigate the root
cause of customer complaint (Non-conformity) and record in the
CAPA format.
3.2.4 The personnel responsible for taking corrective action shall take the
necessary action to eliminate cause of non –conformity.
The corrective action may be:
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• Change of documented procedure, work instruction, Control Plan,
Process Sheet etc.
• Training:- Training to concern personnel.
• Resource acquisition: Identification and acquisition of test equipment,
machinery, sub contractor etc.
4.2.5 The steps involved in corrective action
• Identifying the cause of non –conformance
• Deciding the action to be taken and responsibility for taking action
along with target date.
• Taking necessary action.
• Verification of action taken and to ensure its effectiveness.
4.2.6 The department head shall review all the non-conformities once in a
fortnight to assess the effectiveness of the corrective action. The
effectiveness of the corrective action can be judged by downward trend of
non-conformance.
4.2.7 The effectiveness of the corrective action shall be recorded in corrective
and preventive format.
4.2.8 Corrective action Impact: Where appropriate corrective action taken are
implemented to eliminate the cause of non-conformity to other similar
processes and services.
4.3 Procedure for taking Preventive action:
4.3.1 The need of preventive action shall be decided to identify potential cause of
non-conformance and to eliminate the cause in the similar areas / services.
4.3.2 The department head shall carry out preventive action based on the
following:
• Review of critical processes which affect service quality
• Review of service related NCR and Customer complaint.
• The department head shall organize a meeting once in fortnight to decide
preventive action & close the pending non-conformance. The details of the
preventive action shall be recorded in CAPA Format.
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• The department head shall follow up for
1. Whether the preventive action is taken.
2. Whether the preventive action is effective.
4.4 The effectiveness of the corrective and preventive action shall be discussed
during the management review meeting.
4.5 Handling of the customer complaint:
4.5.1 Dept Head shall receive customer complaint & the same shall be
recorded in the customer complaint register.
4.5.2 The dept head in consultation with Office superintendent shall review
the complaint. He shall take necessary corrective action and shall be
recorded in the customer complaint register.
4.5.3 Corrective & preventive action shall be carried out as per procedure
QP/MR/06.
4.5.4 The MR shall prepare the summery statement of the customer
complaints received & action taken & their effectiveness. The same
shall be reviewed during the management review Meeting.
5 Process Measurable:
Sr.
No.
Measurable
Parameters
UOM. Data Source Review
Frequency
1 Customer complaints
received
Nos Customer complaint
register
Quarterly
2 CAPA Nos CAPA reports Quarterly
6 DOCUMENT REFERENCES:
• Control of non conforming service procedure
7 RECORD REFERENCES:
• Corrective and preventive action form.
• Customer complaint register
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ANNEXURE V
QUALITY MANUAL JALGAON ZILLA
PARISHAD
Issue No. 01 Rev No: 00
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AMENDMENT SHEET
Doc. No. New
Revision
No.
Revision
Date
Nature of Change Approved
By
END OF DOCUMENT