QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001 : 2008
Issue No.: 03
MEASUREMENT,
ANALYSIS &
IMPROVEMENT
Chapter No.: 8
(Clause 8 of ISO 9001 : 2008)
Page No. 1 of 13
Approved By
Managing Director
Page Rev. No.: Nil
Effective Date:15th Sept.,2009
I.
PURPOSE & SCOPE
This chapter provides the policy with respect to monitoring, measurement,
analysis and improvement of services and related processes, for ensuring
effective implementation of Quality Management Systems. It covers all
services areas of RITES including both external services and internal
services and related processes.
II.
POLICY
1.
Measurement, Analysis & Improvement (Clause 8.1 of ISO 9001 : 2008)
Monitoring, measurement, analysis and improvement of services and
various related processes shall be planned and implemented to:
-
2.
demonstrate conformity of service executed / delivered, to the
requirement.
demonstrate effective and efficient operation of quality
management system.
continually improve the effectiveness of the quality management
system.
These activities shall include:
-
Monitoring / Measurement of Customer Satisfaction
Internal Quality Audits
Monitoring and Measurement of Processes involved in service
execution
Monitoring and Measurement of Product/Service Characteristics
deliverable
Control of Non Conformities
Analysis of Data
Continual Improvement Process
Corrective Actions
Preventive Actions
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001 : 2008
Issue No.: 03
MEASUREMENT,
ANALYSIS &
IMPROVEMENT
Chapter No.: 8
(Clause 8 of ISO 9001 : 2008)
Page No. 2 of 13
Approved By
Managing Director
Page Rev. No.: Nil
Effective Date:15th Sept.,2009
3.
CUSTOMER SATISFACTION (Clause 8.2.1 of ISO 9001: 2008)
3.1
This policy shall be implemented by all units of RITES providing service to
the external as well as internal customer. At corporate level Head, M&CS
shall compile the data on customer satisfaction and put up periodical
reports to MD. At SBU level, concerned SBU Heads shall ensure
monitoring, determination & improvement of customer satisfaction.
3.2
Customer satisfaction being one of the main elements of the policy of
RITES, all SBUs shall make regular proactive efforts for determination of
customer perception of the services. This shall be done through activities
such as Customer feedbacks on structured questionnaires, Customer
meetings with clients, liaison etc suitable to the nature of business of the
SBU. In addition assessment of customer satisfaction may also be made
through data such as repeat orders secured, letters of appreciation,
complaints, deficiencies pointed out in the service delivered, reports /
design / drawings submitted to client. RITES web site shall also provide
means to customer to provide feedback.
3.3
Head, M&CS shall provide regular inputs to MD, other functional Directors
on Customer Perception of RITES Services.
3.4
All concerned SBUs shall take necessary actions for continual
improvement of Customer Satisfaction.
4.
INTERNAL QUALITY AUDIT (Clause 8.2.2 of ISO 9001: 2008)
4.1
This policy shall be implemented by Corporate Management
Representative at Corporate level and SBU Management Representatives
at SBU level.
4.2
Internal Quality Audits shall be planned, conducted, recorded and reported
in line with the documented Corporate Procedure on the subject. Internal
Audits shall comprise of Corporate Audits (planned, conducted, recorded
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001 : 2008
Issue No.: 03
MEASUREMENT,
ANALYSIS &
IMPROVEMENT
Chapter No.: 8
(Clause 8 of ISO 9001 : 2008)
Page No. 3 of 13
Approved By
Managing Director
Page Rev. No.: Nil
Effective Date:15th Sept.,2009
and reported at Corporate level) and SBU level audits (planned,
conducted, recorded and reported at SBU level). Corporate audits shall
also cover SBU’s audits besides audits of Corporate level activities.
Audits shall be planned to be carried out at specified frequency. In
addition, depending on status / importance of the project or service or
results of previous audits, further audits, comprehensive or partial may be
planned. Audit Plans shall bring out audit criteria and scope clearly.
4.3
Internal auditors shall be trained and qualified. In addition a team of QMS
Lead Auditors shall also be available whose services may be used to carry
out effective audits of QMS at SBU as well as Corporate level.
4.4
The essential feature of all internal audit activities shall be objectivity and
impartiality of audits to eliminate any element of bias. Auditors shall not
audit their own work.
4.5
Internal audits shall be carried out in line with laid down procedure on the
subject. ISO 10011-1 shall be used as the guide line document for
conducting the audit.
4.6
To control the amount of subjectivity, bias, internal audits shall be carried
out in teams as far as possible. As far as possible, it shall be attempted
that at least one member of the team has similar work experience.
4.7
As a result of internal audits, areas of non-conformity shall be identified,
documented and reported to auditee as well as to management personnel
responsible for the area to enable Corrective / Preventive actions to be
taken.
4.8
Auditees shall take timely corrective / preventive actions on nonconformities which shall be verified for effectiveness.
4.9
Results / trends of audits shall be reported for management review where
they shall be evaluated to assess the effectiveness of system and to
suggest system improvements.
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001 : 2008
Issue No.: 03
MEASUREMENT,
ANALYSIS &
IMPROVEMENT
Chapter No.: 8
(Clause 8 of ISO 9001 : 2008)
Page No. 4 of 13
Approved By
Managing Director
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Effective Date:15th Sept.,2009
5.
MONITORING & MEASUREMENT OF PROCESSES (Clause 8.2.3 of
ISO 9001: 2008)
5.1
This policy shall be implemented at SBU level by all SBU Heads of RITES
through their concerned project coordinators / activity heads. At Corporate
/ Divisional level, this shall be implemented by respective Divisional Heads
/ other Corporate level functionaries.
5.2
Clear identification of various QMS processes shall be done as a part of
Quality planning bringing out desired outcome of the processes. Quality
parameters as applicable to various Quality Management Processes shall
also be defined. This planning shall be done at the time of project planning
/ planning for a service to be provided and brought as a part of applicable
Project Plans / Procedures or other relevant documents.
5.3
Monitoring / measurement of the processes appropriate to the nature of
the processes shall be carried out to determine the ability of the process to
achieve the desired results. Monitoring and measurement shall bring out
the extent of effectiveness and efficiency of the processes based on which
corrections and corrective actions shall be decided. Monitoring and
measurement of processes shall include:
- Periodical Project Review including review on Completion of Projects by
SBU/Heads & Divisional Heads
- Monitoring for timely execution of project stages / services as per preagreed timeframe
- Monitoring of quality of service at specific project stages as per project
quality plans
- Monitoring of inspections by controlling managers through examination of
IE’s diary, surprise and supervisory inspections.
- Reviews at the level of Divisional Heads etc.
5.4
Where suitable, analysis of the performance of the processes against
defined quality parameters/ quality objectives shall be carried out to
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001 : 2008
Issue No.: 03
MEASUREMENT,
ANALYSIS &
IMPROVEMENT
Chapter No.: 8
(Clause 8 of ISO 9001 : 2008)
Page No. 5 of 13
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Effective Date:15th Sept.,2009
determine the performance trend and aid the process of corrective and
preventive actions where the desired results are not obtained.
6.
MONITORING & MEASUREMENT OF SERVICES (Clause 8.2.4 of ISO
9001: 2008)
6.1
This shall be implemented by concerned SBU Heads through Project Coordinator, activity heads, controlling managers.
6.2
Receiving inspection / verification of inputs:
6.2.1 Material inputs required for project execution shall be identified at project
planning stage through relevant documents such as Bill of Material (BOM).
6.2.2 Material specifications shall be normally prescribed as per Indian
Standards or Indian Railway Specifications / other specifications as per
customer requirements.
6.2.3 The mechanism of Incoming material quality assurance shall be planned
and documented to ensure inspection / testing / verification on receipt /
pre receipt stages with clearly laid down acceptance criteria, based on
applicable specification and application.
6.2.4 Incoming inspections shall be carried out by nominated RITES
representatives / outside nominated agency if so required contractually.
Alternatively, incoming material quality verification may be carried out
based on activities such as examination of documents, product
certification status, test certificates etc.
6.2.5 No material shall be released for usage in project unless its prescribed
inspection / testing / verification has been carried out and conformance to
specifications is established.
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001 : 2008
Issue No.: 03
MEASUREMENT,
ANALYSIS &
IMPROVEMENT
Chapter No.: 8
(Clause 8 of ISO 9001 : 2008)
Page No. 6 of 13
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Effective Date:15th Sept.,2009
6.2.6 Verification, examination / evaluation of services received from external
service providers shall be carried out to ensure fulfillment of specified
requirements.
6.2.7 Nature and amount of inspection / verification shall be dependent on the
type of material, its effect on the overall quality of works, and the degree of
assurance provided by the supplier through product certification / test
reports /certificates etc.
6.2.8 Records of receiving inspections / verification shall be maintained.
6.3
In-process Quality Control of Service:
6.3.1 In process inspection / verification / monitoring of service at various
relevant project stages shall be planned during Project planning / through
documented procedures etc.
6.3.2 It shall be ensured that designated personnel from RITES / other agencies
as per Project Quality Plan / documented procedures carry out the
prescribed checks. These may be in the form of verification / crosschecking of project stage and relevant documents, project reviews etc.
Records of inspection / testing / monitoring as prescribed shall be
maintained which may be further verified by designated RITES personnel
from project teams.
6.3.3 Conformance to prescribed requirements shall be established as per laid
down requirements at specified stages. Verification Hold Points, if any
shall be identified to ensure verification activity at these points.
6.4
Final Inspection:
6.4.1 Final inspection activity shall be planned to be carried out at completion /
handing over stage or a major phase of a project or service. The final
inspection / verification / review activity, its methodology, responsibility etc.
shall be documented through plans / procedures. It may involve:
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001 : 2008
Issue No.: 03
MEASUREMENT,
ANALYSIS &
IMPROVEMENT
Chapter No.: 8
(Clause 8 of ISO 9001 : 2008)
Page No. 7 of 13
Approved By
Managing Director
Page Rev. No.: Nil
Effective Date:15th Sept.,2009
-
Individual testing / inspection of various equipment / installation
Test runs for signaling, electrical, safety mechanism etc. as
applicable.
Trial runs at prescribed load / frequency or under other similar
conditions.
Test checks for accuracy.
Review / verification of project reports, design plans, etc..
6.4.2 Independent checks may also be required to be made by regulatory
authorities such as Commissioner of Railway Safety based on verification
of records, certificates, inspection / testing.
Wherever applicable,
certification of conformity from the regulatory authority shall be obtained
before project handover.
6.4.3 Verification of inspection / test results of incoming, in process stages shall
also form a part of final inspection. Final handing over of the project
deliverables shall not take place until the required evaluations have been
successfully completed as planned unless otherwise approved by a
relevant authority, where applicable, by the customer.
6.4.4 Records of monitoring & measurements shall be maintained to complete
the evidence of the activities performed and results obtained. Records
shall indicate the authority authorizing / clearing, release of project /
service deliverables.
6.5
6.5.1
Guidelines for Construction Project Management
For Construction Projects, Guidelines covering various aspects of Project
Management have been laid down. It includes mandatory tests to be
conducted on materials used in construction, check features for
inspecting officials, responsibilities of site engineers at various stages in
construction projects including checking / inspection / monitoring
responsibilities, co-ordinating officer’s responsibilities including checking /
inspection / monitoring responsibilities etc.
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001 : 2008
Issue No.: 03
MEASUREMENT,
ANALYSIS &
IMPROVEMENT
Chapter No.: 8
(Clause 8 of ISO 9001 : 2008)
Page No. 8 of 13
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Effective Date:15th Sept.,2009
6.5.2
As per the guidelines it is incumbent on the various officers concerned
with the work to inspect the works frequently to ensure that works are in
general being executed according to the design, drawings and
specifications laid down in the contract and aspects of safety,
environment, accountal, maintenance of records, mandatory tests etc.
Periodicity of inspections is also laid down for project co-ordinator, SBU
Head and other project functionaries.
6.5.3
It shall be ensured that provisions of these guidelines are complied with
in all construction projects in which RITES is involved as project
management consultant on supervision basis or project management
consultant deposit / turnkey basis.
7.
CONTROL OF NON-CONFORMITY
7.1
This policy shall be implemented by all SBU Heads through Project
Coordinators / activity heads.
7.2
Documented Corporate procedure exists to provide control through
activities such as identification, documentation, evaluation, segregation /
isolation (where practicable) and disposition of all non-conformities
observed related to materials / works /services/ project / relevant
documents.
Main focus shall be on early detection & communication to those
concerned, so that adverse effect of non-conformances can be minimized.
7.3
Review & Disposition:
The documented procedures shall bring out responsibilities and authorities
for dealing with non- conformities. Depending upon its likely effect and
significance, the non-conformity noticed shall be reviewed at the
appropriate level.
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001 : 2008
Issue No.: 03
MEASUREMENT,
ANALYSIS &
IMPROVEMENT
Chapter No.: 8
(Clause 8 of ISO 9001 : 2008)
Page No. 9 of 13
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Effective Date:15th Sept.,2009
Review shall take into account relevant facts / information. Depending
upon situation, review authority may decide to:
a)
b)
c)
Rework / repair / rectify the non-conforming work / materials /
documents etc to meet the specification
Authorize the use, release or accept the non-conforming work /
materials / documents etc under concession.
Reject the material/ service deliverable / work done which shall be
scrapped or not allowed to be used as service / project deliverable.
Wherever any financial implications are involved necessary approvals
shall be obtained from SBU Head/ Higher authorities. Records of non conformities including proposed repair / rework or concession shall be
documented and communicated to concerned personnel for
implementation.
Any acceptance of works under concession shall be done with the
approval of an appropriate authority / as per contractual requirement by
client.
Reworked / Repaired materials / works / service deliverable (documents
etc.) shall be re-inspected for their conformity before clearance.
When non - conformity is detected after handing over of the project /
service deliverables, suitable action shall be taken appropriate to the
effect, or potential effect, of the non - conformity.
8.
ANALYSIS OF DATA (Clause 8.4 of ISO 9001: 2008)
8.1
This policy shall be implemented by all SBU Heads of RITES at the SBU
level. Concerned Divisional Heads shall be responsible for analysis of
performance data of their Division. At corporate level identified
functionaries as given below shall be responsible for collection and
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001 : 2008
Issue No.: 03
MEASUREMENT,
ANALYSIS &
IMPROVEMENT
Chapter No.: 8
(Clause 8 of ISO 9001 : 2008)
Page No. 10 of 13
Approved By
Managing Director
Page Rev. No.: Nil
Effective Date:15th Sept.,2009
compilation and analysis of the relevant data from various SBU’s and
reporting the same to Functional Directors for their review:
¾ Financial Performance: Nominated Finance Head
¾ Monthly Business Performance Report: Company Secretary
¾ Customer Satisfaction Data: Head M&CS
8.2
Each unit shall collect compile and analyse their relevant data, indicative
of their performance, such as:
¾
¾
¾
¾
¾
¾
Financial Performance data
Business Performance data
Project Execution Status
Customer Satisfaction related data
Supplier Performance related data
Data regarding conformity to service requirements / fulfillment of
contractual commitments
¾ Data providing trends of key processes / service characteristics
Information compiled shall be reviewed by Unit Heads to determine any
adverse performance trends and decide improvements. As required the
relevant data analysis shall be placed to other senior level functionaries
including Divisional Heads for review.
8.3
At Corporate level data shall be compiled for:
¾ Financial Performance Report
¾ Monthly Progress Report covering status of ongoing activities of the
company
¾ Review of Achievement of MOU & Corporate Plan Targets
¾ Annual Report, etc.
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001 : 2008
Issue No.: 03
MEASUREMENT,
ANALYSIS &
IMPROVEMENT
Chapter No.: 8
(Clause 8 of ISO 9001 : 2008)
Page No. 11 of 13
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Managing Director
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Effective Date:15th Sept.,2009
8.4
Data collected shall be analyzed for which as necessary statistical
techniques may be applied. Results shall be recorded, reported and areas
needing system correction, improvements shall be identified with the goal
of continuous quality improvement and customer satisfaction, business
growth.
9.
CONTINUAL IMPROVEMENT (Clause 8.5.1 of ISO 9001: 2008)
9.1
The responsibility for Continual Improvement of the effectiveness of the
QMS rests with every one in the organization. This policy shall be
implemented by all SBU Heads and Divisional Heads / other senior
officers in their respective areas of operation.
Continual Improvement is one of the most important elements of the policy
of RITES. A Continual Improvement philosophy is deployed throughout
the Organisation, to continually improve the quality of services provided,
efficiency and effectiveness of various processes involved including the
effectiveness of QMS implemented.
Opportunities for improvement shall be identified through various
mechanisms such as reviews of Corporate Plan, Business Results, MOU
Targets, Quality Policy, Quality Objectives, Management Review, Audit
Results, Data on various areas of performance including project / service
execution, Corrective & Preventive actions, Customer Complaints & Feed
Back, Customer Satisfaction, etc..
Improvements planned shall be implemented in a time bound manner,
which shall be regularly monitored.
10.
CORRECTIVE ACTIONS (Clause 8.5.2 of ISO 9001: 2008)
10.1
This policy shall be implemented by all SBU Heads and Divisional Heads /
other senior officers in their respective areas of operation in line with
documented Corporate procedure on the subject.
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001 : 2008
Issue No.: 03
MEASUREMENT,
ANALYSIS &
IMPROVEMENT
Chapter No.: 8
(Clause 8 of ISO 9001 : 2008)
Page No. 12 of 13
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Effective Date:15th Sept.,2009
10.2
Corrective actions shall be decided at appropriate level in the organisation
depending on the gravity, complexity and nature of problem, its financial
repercussions, effect on the business and image of the organisation.
10.3
In all matter, customer / client’s views and image of the organization shall
be accorded pre-eminence, where appropriate client shall be involved in
the process of identification / determination of actions.
10.4
Documented System shall be in place for ensuring effective corrective
actions. Timely corrective actions shall be taken to eliminate the causes of
existing non-conformities in order to prevent recurrence, covering:
a)
b)
c)
d)
e)
f)
Effective handling of customer complaints, adverse feedback and
reports of work related non-conformities.
Investigation of the cause of non-conformities and recording the
results of the investigation and evaluating the need for corrective
action to ensure that non-conformities do not recur.
Determination of the corrective action needed to eliminate the cause
of non-conformities.
Application of controls to ensure that corrective action is taken.
Maintenance of records of the results of action taken.
Ensuring effectiveness of the corrective actions through reviews.
11.
PREVENTIVE ACTIONS (Clause 8.5.3 of ISO 9001 : 2008)
11.1
This policy shall be implemented by all SBU Heads and Divisional Heads /
other senior officers in their respective areas of operation in line with
documented Corporate procedure on the subject.
11.2
The need for Preventive Actions to eliminate the cause of potential nonconformities shall be assessed through analysis and review of
performance trends, data and related reports such as the reports of quality
system audits, management review, data on service characteristics,
process characteristics, financial and business performance, trends with
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001 : 2008
Issue No.: 03
MEASUREMENT,
ANALYSIS &
IMPROVEMENT
Chapter No.: 8
(Clause 8 of ISO 9001 : 2008)
Page No. 13 of 13
Approved By
Managing Director
Page Rev. No.: Nil
Effective Date:15th Sept.,2009
respect to achievement of objectives & targets, customer feedback,
complaint data, etc..
11.3
The causes of potential non- conformities shall be investigated; evaluation
of need for action shall be done. Preventive actions shall be decided at
appropriate level in the organization depending on the gravity, complexity
and nature of problem, its financial repercussions, effect on the business
and image of the organization. Action decided shall be implemented.
Reviews shall be carried out to ensure that preventive actions are
effective.
Records of results of preventive actions shall be maintained.
12.
REFERENCES:
Procedure for Assessment of Customer Satisfaction
Procedure for Internal Audits
Procedure for Non-Conformity Control and
Corrective & Preventive Actions
Procedure for Performance Review
SBU level procedures on process control, project
planning and execution and project plans.
SBU level procedures on incoming, in process,
final inspection, Quality Control, etc.
Guidelines for Construction Project Management.
C/P/07
C/P/03
C/P/05
C/P/06