S.

Chand & Company Section 1 SCC/QM/001

Quality Manual Table of Contents Page 3 of 3

S. CHAND & COMPANY

LTD.

(Quality Manual & System Procedures)

Std: ISO 9001:2008

Address : 7361, Ram Nagar

Qutab Road
New Delhi 110 055

Phone : (011) 23672080/ 81/ 82

Fax : (011) 23677446

E-Mail : [email protected]

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Quality Manual Table of Contents Page 3 of 3

S.CHAND & COMPANY LTD

QUALITY POLICY

“We are committed to spread

knowledge through publishing
quality books and review for
continual improvement for optimum
customer satisfaction”.

“Books for all”

Nirmala Gupta

Chairperson

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Quality Manual Table of Contents Page 3 of 3

Contents
Section No ISO 9001:2008(E) Contents No of
Clause No. Pages
1. -- Table of Contents 3
2. -- List of Abbreviations 1
3. -- Distribution List 1
4. -- Company Profile 1
5. 1.0 Scope 2
6. 2.0 Normative Reference 1
7. 3.0 Terms and Definitions 1
8. 4.0 Quality Management System 2
9. 5.0 Management Responsibility 6
10. 6.0 Resource Management 2
11. 7.0 Product Realization 8
12. 8.0 Measurement, Analysis and Improvement 4
13. 4.2.3 Mandatory Procedure 1 4
14. 4.2.4 Mandatory Procedure 2 1
15. 8.2.2 Mandatory Procedure 3 2
16. 8.3 Mandatory Procedure 4 2
17. 8.5.2/8.5.3 Mandatory Procedure 5 1
18. 8.5.3 Mandatory Procedure 6 1
19. Annexure 1 1

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Quality Manual List of Abbreviations Page 1 of 1

List of Abbreviations
MR Management Representative

MRR Management Review Report

Pub Publishing

Pur Purchasing

SCC S. Chand & Company

QM Quality Manual

QMS Quality Management System

QMSP Quality Manual & System Procedures

QP Quality Policy

Rev Revision

Sign Signature

WI Work Instructions

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Quality Manual Distribution List Page 1 of 1

Distribution List

1. Chairperson

2. Jt. Managing Director

3. Chief Executive Officer

4. Chief Financial Officer

5. Executive Vice President

6. Management Representative

7. Head Coordinator (Publishing)- (Head Publishing)

8. Head (Purchase)

9. Head (Administration/HRD)

10. External Auditors Copy

11. External Auditors Copy

12. Advisor (Publishing)

13. Head (Logistic)

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Quality Manual Company Profile Page 1 of 1

Company Profile

Name : S. Chand & Company Ltd.

Address : 7361, Ram Nagar, Qutab Road,

New Delhi 110 055

Phone : (011) 23672080/ 81 / 82

Fax : (011) 23677446

E-Mail : [email protected]

Profile : Publishing Book

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Quality Manual Scope Page 1 of 2

1 Scope
1.1 General

The Company’s well-structured and documented Quality Management System

demonstrates that:

The publication of books by the organization consistently meets the customer and
applicable statutory & regulatory requirements and has endeavored to set the market
standards.

a) The company aims to enhance customer satisfaction through effective

application and continuous improvement of the system that assures conformity to
customer and applicable regulatory requirements

1.2 Application

S. Chand & Company Ltd. is involved in the business of Publishing Books.

Considering the type of organization the following clauses of ISO 9001:2008 are
excluded:

7.3 Design & Developments

The organization is involved in publication of standard books used by students

following is prescribed syllabi. The course contents are already known to the
authors and the user institutions. As such, no design activity is involved in the
publication of books. The activities like cover design and font presentation from
part of the publication process. Hence, this element is excluded.

7.5.2 Validation of Special Processes

Publishing involves steps like editing, style sheet preparation, composing, proof
reading and printing. All these activities are continuously monitored and
inspected at every stage. Since no special process is involved in any of these
activities, this element is excluded from the purview of this scope.

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7.6 Control of Monitoring and Measuring Equipment

In a publishing activity, no monitoring and measuring devices are used. As such

there is no need for monitoring such as calibration etc. Hence, this clause is
excluded.

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Quality Manual Normative References Page 1 of 1

2 Normative References
ISO 9000:2005, ‘Quality Management Systems Fundamentals and Vocabulary,
which is considered as suitable as normative reference has been adopted for
necessary references in this system. The most recent edition of this document is
used.

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Quality Manual Terms and Definitions Page 1 of 1

3 Terms and Definitions

While developing this system, the following terms and definitions have been
considered:

Supplier Authors of publishing materials, Syllabi of CBSE, ICSE & State

Boards and providers of supplies like stationery and other
requirements.

Organization S.Chand & Company Ltd.

Customer Beneficiaries and users of books such as students, teachers and

institutions.

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Quality Manual Quality Management System Page 1 of 3

4. Quality Management System

4.1 General Requirements

The following activities are addressed through a well-structured documented system

a) Determine the processes needed for the Quality Management System through
the organization. (Ref. Annexure-1)

b) Determine sequence and interaction of these processes

c) Determine criteria to ensure effective operation and control

d) Ensure availability of resources and information to support the operation and

monitoring

e) Monitor, measure and analyze these processes

f) Implement actions necessary to achieve planned results and continual

improvements

g) Activities such as printing and binding are outsourced and the type and extent of

control to be applied to these outsourced processes shall be defined within the

QMS.

4.2 Documentation Requirements

This Quality Management System document involves:

a) Statements of Quality Policy and Quality Objectives

b) Quality Manual

c) Mandatory Procedures as per ISO 9001:2008

d) Documents including records, determined by the organization to be necessary to

ensure the effective planning, operation and control of its processes.

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4.2.2 Quality Manual

This quality manual includes

Scope of Quality Management System (1.1)

a) Application including Exclusions (1.2)

b) Documented procedures

c) Description of interaction between processes

4.2.3 Control of Documents

A documented procedure (Mandatory Procedure 1) has been established to define the

controls needed for:

a) Approval of documents for adequacy, prior to use

b) Necessary review, update and reapprove documents

c) Identification of changes and the current revisions status of documents

d) Availability of relevant versions of applicable documents at points of use

e) Ensuring the documents remain legible and readily identifiable

f) Ensuring that documents of external origin determined by the organization to be

necessary for the planning and operation of the QMS are identified and their

distribution controlled.

g) Identification and preventing unintended use of obsolete documents

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4.2.4 Control of Records

A documented procedure (Mandatory Procedure 2) has been established to define the

controls needed for providing evidence of conformity to requirements and of the effective
operation of the Quality Management System

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Quality Manual Management Responsibility Page 1 of 6

5. Management Responsibility
5.1 Management Commitment
The Chairperson and other top executives of S. Chand & Company Ltd. are committed
to the development and implementation of Quality Management System and continually
improve its effectiveness.
– Effective communication system through internal meetings, circulars, intra-mail
etc. has been established to create awareness of the importance of meeting
customer, statutory and regulatory requirements
– Quality policy relevant to the organization’s goals is established

– Objectives for the core activities have been defined in measurable terms

– Procedures for management review are established

– Top management has identified and provided adequate resources

5.2 Customer focus

The Jt. Managing Director assisted by Head (Publishing) interacts with existing and
prospective customers regularly to ensure that customer requirements are adequately
determined and effectively serviced to increase their satisfaction.

5.3 Quality Policy

The Chairperson of S. Chand & Co. has established a Quality Policy relevant to the
organization, which states:

“We are Committed to spreading knowledge through publishing quality

books and review for continual improvement for optimum customer
satisfaction.”

Quality policy is displayed at prominent places. Management is committed to the

quality policy and has implemented it.

Training has been imparted to all personnel highlighting the quality policy.

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Departmental heads interact with their juniors on the policy and explain the features

to them.

5.4 Planning

The following measurable quality objectives have been established for different

functions:

Department Measurable objectives Responsibility Reference

Administration Minimum 1 Quality training Head HR & Training Records
program per quarter Admin

Marketing Response to customer complaints Advisor Customer Complaint

within 2 days Publishing Log
Publishing To add minimum 75 new Titles per Head (Publishing) EVP
year

Purchase Add two new suppliers every year. Head Purchase Approved supplier list

Delivery From receipt of order dispatch Head Logistics Order/Dispatch

books within time frame minimum
3 days.

5.4.2 Quality Management System Planning

The planning of the Quality Management System is carried out in order to meet the
requirements given in clause 4.1. A system is in place to maintain the integrity of the
QMS whenever there are changes

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5.5 Responsibility and authority

The following is the organization chart

Chairperson

JMD

CEO

EVP
CFO

Commercial &
Purchase
Publishing Sales Editorial
Mktg

HRD
MR

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Chairperson: Overall responsible for all company operations, administration and for

implementation of Quality Management System.

Jt. Managing Director: In charge of all the operations & assist Chairperson for
implementing of Quality Management System, Projects etc, and finally reports to
Chairperson.

CEO: In charge for day to day operations. International Marketing and is responsible
for all activities for effective implementation of ISO 9001: 2008. He is also
responsible for all HRD activities. Reports to Jt. Managing Director.

EVP: Responsible for Editing, Publishing, Sales/Marketing, etc. Reports to CEO.

CFO: Responsible for Commercial and Purchase activities. Reports to CEO.

5.5.2 Management Representative

The Jt. Managing Director has appointed Capt. A. Suri as Management
Representative. MR’s responsibility is to ensure that process needed for the Quality
Management System are established, implemented and maintained. He also reports
to the Board of Directors on the performance of the Quality Management System and
any need of improvement and ensures the promotion of awareness of customer
requirements throughout the organization. M.R. is also responsible for Liaison with
external parties.

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5.5.3 Internal Communications

The organization has established effective internal communications system within
the organization such as:

– Regular inter-departmental meetings

– Orientation and training lectures

– Guidelines in the form of circulars, letters.

5.6.1 Management Review

A comprehensive review of the Quality Management System is carried out once in
six months. The management review committee consists of:

1. Chairperson Leader

2. Jt. Managing Director Leader

3. C E O Member

4. E V P Member

5. C F O Member

6. M R Member

5.6.2 Management review inputs include:

a) Result of previous audits

b) Customer feedback

c) Performance report of services

d) Preventive and corrective action status

e) Follow up status of previous management reviews

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f) Change if any, that affect Quality Management System

g) Recommendation for continual improvement

5.6.3 Management review outputs include decisions and actions related to

a) Improvement of the effectiveness of the Quality Management System and

its processes.

b) Improvement of services related to customer requirements

c) Resource needs

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Quality Manual Product Realization Page 1 of 2

6. Resource Management

6.1 Provisions of Resources

Adequate resources are provided to implement and maintain the Quality

Management System, thus continually improve its effectiveness and to enhance

customer satisfaction by meeting customer requirements

6.2 Human Resource

6.2.1 General

Employees are selected on the basis of their education, skill, training and experience

to ensure competency in their working

6.2.2 Competence, Awareness and training

CEO is in charge of HRD activities and ensures:

a) Proper allocation of work as per the competence of the personnel performing

work affecting conformity to product requirements.

b) Provide training or take other actions to achieve the necessary competence.

c) Creation of awareness among all employees of the relevance and importance of

their job towards achieving of quality objectives

d) Maintenance of adequate training records

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6.3 Infrastructure

S. Chand & Company Ltd. provide adequate infrastructure to achieve the desired

results in its activities.

The office is situated at prime location and has proper work stations and all

supporting utilities such as transportation, communication, computers & internet

storage, etc.

6.4 Work Environment

Necessary cleanliness, free from noise, maintenance and proper office environment

is provided to both, for employees and customers to provide them desired services.

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7. Product Realization

7.1 Planning of Product Realization

All processes needed for Book Publishing have been developed and implemented.

The Book publishing activity is carried out in the organization as per the following

Flow Charts attached.

- Editorial Process

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FLOW CHART PUBLISHING

(for two and multicolour books)

Manuscript Received
SCL/QSP/4.9/F/04

Composing Composing
(In House) (Outsourced)
SCL/QSP/4.9/F/05 SCL/QSP/4.9/F/06

Layout setting and

Illustration placing
(In house)
SCL/QSP/4.9/F/07

1st Proof 2nd Proof Final Proof

Reading Reading Checking
(In house/outsourced) (by the author) (In house, supervised
by subject editors
SCL/QSP/4.9/F/09

CRC
SCL/QSP/4.9/F/10

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FLOW CHART PUBLISHING

(for single colour books)

Manuscript Received
SCL/QSP/4.9/F/04

Composing & Formatting Composing & Formatting

(In House) (Outsourced)
SCL/QSP/4.9/F/05 SCL/QSP/4.9/F/06

1st Proof 2nd Proof Final Proof

Reading Reading Checking
(In house/outsourced) (by the author) (In house, supervised
SCL/QSP/4.9/F/08 by subject editors
SCL/QSP/4.9/F/09

CRC
SCL/QSP/4.9/F/10

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While planning product realizations the following are determined as appropriate.

a) Quality objectives and requirements for the product.

b) The need to establish processes, documents and provide resources specific to

the product.

c) Required verification, validation, monitoring, measurement, inspection and test

activities specific to the product and the criteria for product acceptance.

d) Records needed to provide evidence that the realization process and resulting
product fulfill requirements

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Customer Related Process

7.2.1 Determination of Requirements Related to a Product
EVP/CFO ensure adequate determination of requirements specified by the customer
including requirements for delivery and post delivery activities, requirements not
stated by the customer, but necessary for intended or specified use, statutory and
regulatory requirements related to the product, any additional requirements
determined by the organization so that the books supplied by the organization are
suitable for students, teachers and educational institutions.
7.2.2 Review of Product Requirements
EVP/CFO is responsible for review of customer requirements through a checklist at the
time of enquiry to ensure:
1. Product requirements are defined;
2. Contract or order requirements differing from those previously expressed are
resolved; and
3. That the organization has the ability to meet defined requirements.
Where customer provides no documented statement of requirement, customer
requirements are confirmed before acceptance.
7.2.3 Customer Communication
EVP/CFO interacts with the existing and potential customers regularly and is responsible
for coordinating with customers for:
– Product or service information
– Enquiry, contracts or order handling including amendments
– Customer focus including customer complaints

7.3 Design Records

The organization is involved in publication of standard books that are used by
students following syllabi. The contents are already known to the authors and
the user institutions. As such no design activity is involved in the publication
of books. However, the publication activity is done as per the following flow
chart.
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7.4 Purchasing

7.4.1 Purchasing Process

S.Chand & Company Ltd. is involved in the Publishing business and the purchasing
process involves purchase of paper, consumables, books (reference books), plates,
films and other publishing materials.

CFO controls purchasing activities in order to ensure that the quality of purchased
raw material/goods meets the requirement standards. Various levels of controls are
exercised depending on the complexity of the material procured and their effect to
the ultimate product.

Suppliers are evaluated and selected on their ability and their performance is re-
evaluated at periodic intervals as per supplier evaluation form.

7.4.2 Purchasing Information

All purchase orders/service agreements are signed by the Manager and contain
clear, unambiguous description of the required products/material, including where
appropriate requirements for approval or qualification of product, procedures,
processes and equipments, requirements for qualification of personal, QMS
requirements.

7.4.3 Verification of Purchased Products

Verification of products/services to the extent applicable is carried out to ensure that
the procurement meets the specific requirements of the organization. Manager
ensures effective inspection and monitoring of the procured items/services.

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7.5 Production and Service Provisions

7.5.1 Control of Production − Service Provision

In order to control all operations involved in providing effective publication the
following controls are implemented:
– Adequate information is provided to the Customers as to the type and

characteristics of book publishing

– Necessary work instructions are documented and implemented by user

departments

– Necessary monitoring mechanism is provided

– The implementation of product release, delivery and applicable post-delivery

activities.

– Employees have adequate skill, Qualification and Experience to perform their

job

– Customer complaints are effectively handled

7.5.2 Validation of Special Processes

(Not applicable) (Refer clause 1.2)

7.5.3 Identification − Traceability

S. Chand & Company Ltd. has an established procedure for identification and

traceability suitable for the type of business.

– Identification of the books before Publishing is done as per the market

requirements

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– In the Godown/Branches the books are identified in addition to the above

through the stock register and identification labels and bin cards

– Traceability is not a specified requirement at present

7.5.4 Customer Property

Company takes appropriate care and diligence in protecting customer property such

as documents, intellectual property etc. whenever they are in the possession of the

organization. If any of the customer property is lost, damaged or otherwise found

unsuitable, the fact is reported to the customer and records are maintained.

7.5.5 Preservation of Product

Manager is responsible for taking appropriate steps for preservation of books. A well-
designated godown is available for proper preservation of the books.

7.6 Control of Monitoring & Measuring Equipment

Not Applicable (Refer Clause 1.2)

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Improvement

8. Measurement, Analysis and Improvement

8.1 General
The activities of the Company are coordinated to:

a) Ensure books supplied by the Company conform to customer requirement;

b) Ensure conformity of the Quality Management System; and

c) Continually improve the effectiveness of the Quality Management System

To achieve the above, appropriate statistical methods are used.

8.2 Monitoring and Measurement

8.2.1 Customer Satisfaction

S. Chand & Company Ltd. has methods to ascertain market requirement for new
book titles:

– Jt. Managing Director interacts regularly with existing and prospective

customers

– Head Marketing through contract review understands requirements /needs

– Customer feedback reports are analyzed and reviewed at appropriate levels

8.2.2 Internal Audit / Control

A documented procedure (Mandatory Procedure 3) has been established to ensure

that Quality Management System conforms to the planned arrangements, to the

requirements of ISO 9001:2008 and to the Quality Management System established

by the Organization and is effectively implemented and maintained.

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Improvement

8.2.3 Monitoring and Measurement of Process

Jt. Managing Director regularly reviews manufacturing activities of the organization
by monitoring processes at different stages such as enquiry, contract review,
procurement, delivery and storage. When planned results are not achieved,
correction and corrective actions are taken to ensure conformity to process/customer
requirements

8.2.4 Monitoring and Measurements of Product

The activities of the organization are adequately monitored and measured by
responsible persons as per the relevant procedures of the activity. Customer
requirements are properly documented so as to ensure conformity of services to the
stipulated requirements of the customer. Product Release and Service delivery do
not proceed until all specified activities have been satisfactorily completed (unless
approved by the relevant authority or customer.) Records are maintained as an
evidence of the activity.

8.3 Control of Non Conforming Product

A document procedure (Mandatory Procedure 4) has been established to record
non-conformances at different stages and activity, and that which does not conform
to the planned requirement, is prevented from performance. The organization shall
deals with non-conforming product by one or more of the following ways:

– Take action to eliminate the detected non-conformity

– Accept under concession authorized by Director or by customer
– Take action to preclude its original intended use or application

– Taking action appropriate to the effects, or potential effects, of the

nonconformity when nonconforming product is detected after delivery or use

has started.

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Improvement

8.4 Analysis of Data

Depending on the necessity of the activity, various data are analyzed to demonstrate
the suitability and effectiveness of the Quality Management System and to evaluate
where continual improvement of the effectiveness of the Quality Management
System can be made. This analysis includes:

– Customer Satisfaction (8.2.1);

– Conformity to product requirements (7.2.1);

– Characteristics and trends of processes and services including opportunities

for preventive action; and

– Supplier data

8.5 Improvement

8.5.1 Continual Improvement

Efforts for continual improvement are made mainly using the following elements of
Quality Management System:

– Quality Policy

– Measurable Objectives

– Internal/External Audit results

– Data Analysis

– Corrective and Preventive action

– Management Review

8.5.2 Corrective Action

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Improvement

A document procedure (Mandatory Procedure 5) has been established to take

appropriate action to eliminate the cause of non-conformities in order to prevent
recurrence. Reviewing the effectiveness of corrective action taken:

– Review of non-conformity including customer complaints

– Determination of root cause

– Evaluation of need for action to prevent recurrence

– Determination of action needed and its implementation

– Maintenance of records of the results of action taken

– Review of corrective action taken

8.5.3 Preventive Action

A document procedure (Mandatory Procedure 6) has been established to take

appropriate action to eliminate the causes of potential non-conformities in order to

prevent their occurrence.

Reviewing the effectiveness of preventive action taken:

– Review of potential non-conformities

– Determination of root causes

– Evaluation of need for action to prevent recurrence

– Determination of action needed and its implementation

– Maintenance of records of the results of action taken

– Review of preventive action taken

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(ISO 9001:2008)
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4.2.3 CONTROL OF DOCUMENTS

1) Purpose

To ensure the control of all documents and data that relate to the
requirements of the Quality System and to ensure adequate and
authorized release of these controlled documents. The system also
ensures the pertinent issues of availability of appropriate documents are
available at the required locations and the prompt removal of obsolete
documents.

2) Scope

All documents and data pertaining to the Quality System and the
applicable documents of external origin

3) Responsibility : MR

4) Procedure

1) The authority for approval of all levels of documents is identified.

Only those personnel authorized to approve the documents prior
to issue. A master list of all documents providing the latest status
is maintained with MR Authority for control activities of various
levels of documents and Data is summarized as follows :

Sl. Name of Documents Activity of Document

No Data Control
Approval Issue
1 Quality Manual and System Chairperson MR
Procedure
2 Quality Policy & Objectives Chairperson MR

3 Mandatory Procedures Head of Deptt. MR

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(ISO 9001:2008)
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4 Work Instructions Head of Deptt. MR

5 Master List of Documents MR MR
Formats

2) All the documents and Data following the Quality System are
identified with proper reference number using an alpha numeric
coding system.

3) Documents are further identified with Section No. (Wherever

applicable), Page Number, Issue and Revision Status.

4) All the identified documents and data at various levels are

approved for adequacy by the personnel authorized as above
prior to issue. MR issues approved documents.

5) Specimen signatures of authorized signatories for approving and

issuing various levels of controlled documents are recorded.

6) Copies of these documents are stamped on each page as

'CONTROLLED COPY' with copy number. Control of documents
is identified with a Unique Number as per the distribution list. Any
document/data that does not require distribution but only
controlling by MR will be stamped "CONTROLLED COPY” without
any copy number. Documents and Data of external origin are also
stamped "CONTROLLED COPY"

7) The documents issued are valid from the closing hours of date of
issue unless otherwise specified.

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8) A master list of documents and data is maintained by MR to

preclude the use of invalid and/or obsolete documents.

9) The control copyholders are responsible to ensure that only the

pertinent issues of the documents only are maintained for use and
invalid and/or obsolete documents are withdrawn and destroyed.

10) All types of stamps/seals used for approving, issuing, controlling

and monitoring purposes of various levels of documents shall be
controlled by MR.

11) MR shall keep one copy of the obsolete documents with proper
identification, including date of obsolence.

12) If a user department for referring past data requires an obsolete

document, MR can issue it for limited period. It is the responsibility
of MR to collect this document on the due date.

13) In case if any control copyholder is relieved from the organization

or his responsibility and authority is changed and shifted to some
other department in the organization, respective departmental
head should take the physical existence of the controlled
documents issued to the individual and verify with the MR before
relieving. The same can be reissued to the new person as per the
laid down procedure. MR keeps record of such activities.

14) Documents of external origin including National and International

Standards are controlled by MR and updated as and when
revision is made.

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5) Documented and Data Changes

1) Proposal for any change in the Quality System may be initiated by

any employee and proposed through the concerned departmental

head, wherever applicable

2) Draft documents incorporated with the proposed modifications are

submitted to the same authorized personnel for review and

approval. Pertinent background information is provided to the

reviewing and approving authority

3) If the proposed change is found to be satisfactory, the approved

and amended document is issued by MR

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4.2.4 CONTROL OF RECORDS

1) Purpose
To demonstrate conformance to specified requirement and the effective
operations of Quality Systems.

2) Scope
Applies to all Quality Records, maintained by various departments.

3) Responsibility : MR

4) Procedure
The following records are established and maintained to provide evidence of
conformity to requirements and of the effective operation of the Quality
Management System. All records shall be legible, readily identifiable and
properly protected. All records shall be maintained for a minimum period of
3 years unless otherwise specified. Records are stored at the place of use,
protected and retrieved by the Person In-charge of the record whenever
necessary and disposed off by shifting / destroying after the end of period of
maintenance.

1) Management Review (5.5.1) MR

2) Personnel Training (6.2.2e) MR
3) Process Realization (7.1d) Manager (Publishing)
4) Customer Requirement Review (7.2.2) EVP
5) Design Records (7.3) IT
6) Supplier evaluation (7.4.1) Manager-Commercial
7) Product Identification (7.5.3) Manager (Publishing)
8) Internal Audits (8.2.2) MR
9) Non-conformance (8.3) MR
10) Corrective & Preventive Action (8.5.2e, d) MR
11) Customer Property (7.5.2) Manager (Publishing)
12) Product Conformity (8.2.4) Manager (Publishing)

Approved Issue No.:02 Revision No.: 01

Chairperson Date: 01.02.2010 Date: 12.11.2010

 S.Chand & Company Mandatory Procedure -3
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8.2.2. Internal Audit

1) Purpose

To conduct audit at planed intervals to determine that the QMS confirmed to the
planned arrangement to the requirement of the standard ISO 9001:2008 and to
the requirements established by the company and to verify that the QMS is
effectively implemented and maintained.

2) Scope

Applicable to the total Quality System of the organization.

3) Responsibility : MR

4) Procedure

1) Internal Quality Audits are conducted once in six months. Audits are
planned and scheduled in advance by MR on the basis of the system and
importance of the activities to determine the effectiveness of the Quality
System of the organization, and also based on the results of previous
audits.

2) Internal Quality Auditors are selected from the employees after providing
appropriate training by qualified personnel engaged specifically for this
purpose and ensure objectively and impartiality of the audit process.

3) The audit teams are formulated in such a way that the audit operation is
carried out by personnel independent of those having direct responsibility
for the activity being audited.

4) Audit operation is performed through examination of documents, records,

files, interviews and observation of activities in accordance with the
checklist.

5) Observations to determine which ones to be reported as non-

conformities. Audit observations are conveyed to the concerned
Functional/Departmental Heads before preparing the audit report.
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6) Each audit team prepares the audit report under the guidance of the team
leader, who is responsible for the accuracy and completeness. After
completion of the audit, the auditor and auditee sign the non-conformance
report.

7) All the audit teams discuss about their audit finding with MR and submit
the report to him. MR prepares a consolidated non-conformity report
against each clause for monitoring further necessary action.

8) The auditee is responsible for the area being audited shall be ensure that
any necessary corrective action are taken without undue delay to
eliminate detected nonconformities and their causes.

9) On a mutually agreed date or during the subsequent audit, the auditor

closes the previous non-conformity report after ensuring the
implementation and effectiveness of the corrective action taken.

Approved Issue No.:02 Revision No.: 01

Chairperson Date: 01.02.2010 Date: 12.11.2010

 S.Chand & Company Mandatory Procedure -4
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8.3 Control of Non-conforming Products

1) Purpose

To ensure the identification, documentation, evaluation, segregation and

disposition of non-conforming products so as to prevent its inadvertent
use.

2) Scope

Applicable to product/materials from receipt stage through all stages of

Publishing.

3) Responsibility: MR and Manager (Publishing)

4) Procedure

During receipt if any material is non-conforming to the

standard/acceptance criteria/specification as per the Purchase Order, it is
identified as non-conforming material. Non-conforming materials are
retained until one of the following courses of disposition action is taken.

a) The materials are reworked to make them conform to concerning

specification/acceptance criteria

b) The materials are accepted without rework/repair by concession.

c) The materials are rejected/ scrapped as they cannot be used

under any circumstances.

8.4 Publishing

a) Non-conforming detected at various stages of publishing are

properly identified

b) Concerned section incharge initiates rework action wherever

feasible. After completion of rework, actions are re-inspected.

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c) Even after rework, if the actions continue to be non-conforming,

the case is referred to Director who only can appropriate
acceptance of products under concession.

d) If use under concession is not accepted, the products are isolated

and scrapped.

e) Wherever contractually required, such concessions are informed

to the customer.

f) The description of non-conformity that has been accepted shall be

recorded to denote the actual condition.

g) If non-conformity is detected after delivery or use has started

corrective actions appropriate to the effects is taken.

Approved Issue No.:01 Revision No.: 01

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8.5.2/8.5.3 Corrective & Preventive Action

1. Purpose

To investigate the actual or potential non-conformities, its analysis and

implementation of the corrective and preventive action

2. Scope

This procedure is applicable to non-conformities relating to product,

manufacturing process, quality systems and customer complaints.

3. Responsibility: MR, Manager (Publishing)

8.5.2 Corrective Action

Procedure for corrective action covers the following steps.

a) Customer complaints are acknowledged (written/verbal) based on the

nature and magnitude of the complaint. Preliminary investigations are
done through telephone or visit of the company personnel wherever
necessary. Corrective actions are taken in coordination with the
concerned departments and the customer is accordingly informed.

b) Corrective actions for non-conformities related to publishing, and Quality

System are evaluated before corrective action is taken.

c) Appropriate steps are taken to eliminate causes for actual or potential

non-conformities. Actions initiated to a degree appropriate to the
magnitude of problems and to avoid the recurrence of non-conformities.

d) Sufficient controls of processes and procedures are implemented to avoid

recurrence of the problem.

e) Records of the results of the action taken and maintained and

effectiveness of corrective action reviewed by MR.

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8.5.3. Preventive Action

Procedure for preventive action covers the following steps.

a) One or more of the following material sources of information are

used for determining potential nonconformities and their causes
and reviewing the effectiveness of preventive action as
appropriate.

1) Records of Quality & Manual System Procedure

2) Records of Mandatory Procedures

3) Records of Product Identification and Tractability

4) Records of Publishing

5) Records of Inspection and Testing

6) Records of Control of Non-conforming Products

7) Records of Customer Complaints

b) Steps needed to deal with the problems requiring preventive

action are determined based on the past experience/corrective
action already planned/taken in the same situation in another area
of work.

c) Appropriate steps are taken to implement the identified preventive

actions. Sufficient controls are implemented to ensure effective
preventive actions.

d) Relevant information on actions taken and their effect is submitted

for Management Review.

e) Any change to the documented procedure is implemented and

recorded.

Approved Issue No.:02 Revision No.: 01

Chairperson Date: 01.02.2010 Date:12.11.2010

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Approved Issue No.:02 Revision No.: 01

Chairperson Date: 01.02.2010 Date:12.11.2010

 S.Chand & Company ANNEXURE -1
(ISO 9001:2008)

SEQUENCE OF INTERACTION OF PROCESS

Page 1 of 1

Management Management Review

Process Internal Audits
Continual Improvement
Customer Satisfactions
Improvements

Core Publishing
Process Customer Requirements
Design of DTP
Printing & Bindings (Outsource)

Support Control of Documents & Records

Process Training
Purchasing
Control of Non-conforming Products
Storage & Delivery

Approved Issue No.:01 Revision No.: 01

chairperson Date: 01.02.2010 Date: