Quality Manual ISO-9001 2015

LOGO COMPANY NAME Quality Manual
Doc No: Issue No. 01 Dated:

Company Name /QM/01 Revision No. 00 --------------------
Copy No. ……………

Issue No. ………….
Company Logo
Quality Manual
ISO-9001:2015
Doc No : Company Name/QM/01

Dated : ………………….
Signature
Designation Managing Director MR

Page 1 of 29 Approved by: Issued by:
CONTENTS
Pages
Cover ...................................................................................................................................................................... 1
Contents ................................................................................................................................................................. 2
Record Of Amendments .......................................................................................................................................... 3
1. General ............................................................................................................................................................... 4
1.1 Quality Policy ............................................................................................................................................ 5
1.2 Quality Objectives ..................................................................................................................................... 6
1.3 Distribution List ........................................................................................................................................ 7
2. Company Profile ................................................................................................................................................. 8
3. Management Of Quality Manual ........................................................................................................................ 9
4. Context Of The Organization ............................................................................................................................ 10
4.1 Understanding The Organization And Its Context ..................................................................................... 10
4.2 Understanding The Needs And Expectations Of Interested Parties: .......................................................... 10
4.3 Scope Of The Quality Management System: ............................................................................................ 10
4.4 Quality Management System: ................................................................................................................. 10
4.4 Scope: .................................................................................................................................................... 22
5. List Of Procedures .......................................................................................................................................... 23
6. Organization Chart Of The Organization ......................................................................................................... 24
7. Roles Responsibility Of Key Personnel............................................................................................................ 25
8. Responsibility Matrix ..................................................................................................................................... 26
9. Sequence And Interaction Of Processes ......................................................................................................... 27
10. Sequence And Interaction Of Processes ......................................................................................................... 28
11. Abbreviations Used Is Qms ............................................................................................................................ 29
Signature

Record of Amendments
Each copy of the Quality Manual Contains complete record of amendments
Amendments Remove Insert Nature of Change

No. Date Section Page Issue Section Page Issue
Signature

1. General
Address:
Company Name
Address:
Phone
Fax
Email
Website
Contact Person:
Name:
Management Representative
Signature

1.1 Quality Policy
Date: Name
City: Managing Director
Signature

1.2 QUALITY OBJECTIVES
The following targets are fixed for planning of quality objectives at divisional levels. Quality objectives shall
be planned as per procedure No. ………. by all the concerned HODs. MR shall coordinate for effective
implementation.
1. Enhance customer satisfaction

[Annual increase by 4%]
2. Knowledge sharing through structured training programs
[Annual growth of 10% in training]
3. Continual Business growth
[Minimum 30% per annum]
Signature

1.3 DISTRIBUTION LIST
COPY NO. COPY HOLDER

1 Managing Director
2 Director I
3 Director II
4 Management Representative
5 GM F&A
6 GM Sales
7 GM Projects
8 GM Purchase
9 Manager CRM
10 Auditor’s Copy
Signature

2. Company Profile
Signature

3. Management of Quality Manual
3.1 Purpose
To provide assurance to the customers and other stake holders that all the quality system
requirement as per ISO 9001:2015 are fully incorporated in the Quality System and communicated
to all concerned for compliance.
3.2 Scope
This quality manual is valid for (company name) here in after referred to as (company short name).
This section details out of methodology of preparation, distribution, revision, and control of the
manual.
The manual covers all the quality system requirements of ISO 9001:2015. There are no exclusions of
any requirement.
3.3 Responsibility
Management representative is responsible for preparation, issue, updating, review, and availability
of latest issue/revision of copy of the manual to all concerned personnel of the organization.
3.4 Preparation
Any amendment of the quality manual shall accompany the amendment sheet and
acknowledgement slip. The amendments will be marked to all the holders of the quality manual. On
receipt of the amendment the obsolete pages of the manual shall be returned to MR along with
acknowledgement slip. Only one copy of that obsolete pages shall be retained by MR as record with
stamp of “obsolete-copy”, the balance copies shall be destroyed.
3.5 Distribution
Specific identification numbers are allocated for the distribution of quality manual and distribution
is done accordingly. Safe custody of the quality manual is the responsibility of the copy holder. MR
holds all spare copies till these are issued under orders of the director.
Signature

4. Context of the organization
4.1 Understanding the organization and its context

Paranuchal Construction Works Pvt. Ltd., New Delhi has carried out SWOT analysis of the relevant
external and internal issues in accordance with the requirements of ISO-9001:2015 and documented
the risks and opportunities (Vide Document No. QMS/4.1/04 dated sept.05, 2017) which are taken as
the basis for documented system and its compliance throughout the organization.
4.2 Understanding the needs and expectations of interested parties:

The needs and expectations of the interested parties have been identified and considered for
documentation and implementation of the Quality Management System.
4.3 Scope of the quality management system:
The scope of the quality management system includes:

“………………………………………………………………………………………………………………………………………………”
Exclusions:
There are no exclusions of any requirement of ISO-9001:2015 standard in the quality management
system.
4.4 Quality Management System:
4.4.1 The documented quality management system is based on the current context of the organization
and needs expectations of interested parties. The organization is committed to implement, maintain,
and continually improve the documented system. In pursuance of this objective, the organization has:
a) Determined the inputs required and the output expected from the processes
b) Determined the sequence and interaction of these processes
c) Determined and applied the criteria and methods (including monitoring, measurement, and
related performance indicators) needed to ensure the effective operation and control of these
processes
d) Determined the resources needed for these processes and ensure their availability
e) Assigned the responsibilities and authorities for these processes
f) Addressed the risk and opportunities as determined in accordance with requirements of 6.1.
g) evaluated these processes and implemented any changes needed to ensure that these
processes achieve their intended results
h) Fully committed to improve the processes and the quality management system.
Signature

4.4.2 The organizations are committed to:

a) Maintains documented information to support the operations of its processes.
b) Retains documented information to have confidence that the processes are being carried
out as planned.
The documented quality management system includes:
a. Context of the organizations
b. Needs & expectations of interested parties
c. Quality manual containing policy & objectives
d. Procedure manual
Signature

4.4.3 Method of Compliance.
SI. Element No. Requirement Responsibility Method of Compliance

No ISO 9001:2015
1. 4 Context of the organization MR/Section Al Documented Vide No.--------
Heads Dated. -----------
4.1 Understanding the
organization and its context
as per ISO 9001:2015
2. 4.2 Understanding the needs MR/Section Al Organizations has determined:
and expectations of Heads a) The interested parties that are
interested parties relevant to the QMS
b) The requirements of these
interested parties that are
relevant to the QM.
These are documented vide No.
------- Dated. ---------
3. 4.3 Determining the scope of MR/Section Al The scope of QMS has been
integrated management Heads determined and documented in
system this manual at page ----- keeping
in view needs and expectations
of interested parties and the
boundaries and applicability of
QMS.
When determining this scope.

The organization has
considered:
a. External and internal issues
b. Requirements of relevant
interested parties:
c. Products and services of
organization
4. 4.4. Integrated MR/Section Al The organization has
4.4.1 Management system and its Heads established, implemented, is
processes maintaining, and continually
improving its QMS.
4.4.2 Documented Information The organization maintains
Signature

documented information
necessary to meet the
requirement of the standard.
5. 5 Leadership MR/Section Al Leadership and commitment are
Heads fully demonstrated by Top
5.1 Leadership and management with respect to
commitment the QMS by:
a. Being accountable for system
5.1.1 General effectiveness
b. Establishing quality policy and
objectivities that are
compatible with the context
and company strategy.
c. Integration of QMS with
business processes
d. Promoting “process
approach” & “Risk based
thinking”
e. Ensuring availability of
resources
f. Ensuring effectiveness and
conformance to the QMS
g. Achievement of intended
result
h. Engaging, directing &
supporting persons to
contribute to effectiveness of
system
i. Promoting improvement
j. Supporting other
management roles for
leadership
5.1.2 Customer focus Customer focus is maintained by

the top management to meet
the requirement of this clause
of ISP-9001 2015.
6. 5.2 Policy MD Quality Policy, meeting the
5.2.1 Establishing QMS Policy requirement of this clause, has
Signature

5.2.2 QMS Policy been established, implemented,

and maintained. It is
documented at page ----- of this
manual. Displayed at key
locations and is made available
to the interested parties, as
appropriate.
7. 5.3 Organizational Roles, MD/MR Top management ensures that
responsibilities, and the responsibilities and
authority authorities for relevant roles are
assigned, communicated, and
understood within the
organization.
Top management has assigned
responsibilities & authorities
for.
a) Ensuring that the QMS
conforms to the requirements
of ISO-9001:2015.
b) Ensuring that the processes
deliver intended outputs.
c) Reporting system
performance to top
management
d) Promotion of customer focus
e) Maintaining integrity of the
QMS when changes are made.
8. 6 Planning MR The organization has planned:
6.1 a) Actions to address risks and
6.1.1 opportunities as per clause
6.1.2 6.1.2
b) Integrated the actions with
the QMS processes and the
effectiveness of processes is
evaluated.
Actions taken are appropriate to

ensure conformity of products
& services.
Signature

9. 6.2 Objectives and planning to MR Objectives and planning to

6.2.1 achieve them. achieve them is taken care as
6.2.2 per the documented procedure
No.-----
The organization has

established the objectives at
relevant functions and levels as
per the requirements of the
standard and these objectives
are reviewed continually to
ensure achievement of the
targets fixed.
6.3 Planning of changes. The changes to QMS, if

considered essential are carried
out in a planned manner,
maintaining the integrity of the
system
10. 7 - Support MD/MR The organization has
7.1 - Resources determined and provided
7.1.1 - General resources needed for
establishment implementation,
maintenance, and continual
improvement of QMS.
Procedure No. --------
Applies for maintenance of
equipment
7.1.2 - People The organization has

determined and provided the
persons necessary for effective
implementation of QMS.
7.1.3 - Infrastructure The organization has

determined, provided, and
maintained the infrastructure
necessary for the effective
operation of its processes.
Signature

7.1.4 - Environment for the The organization has

operation of determined, provided, and
maintained suitable
environment for the processes
to ensure conformity of
products and services.
7.1.5 - Monitoring and measuring The organization has

7.1.5.1 resources general determined and provided
monitoring resources to verify
conformity of products and
services as per the requirement
of this clause.
7.1.5.2 - Measurement traceability The organization has considered

this requirement and ensures
Calibration of measuring devices
as per documented procedure
No.----------
7.1.6 Organizational knowledge The knowledge necessary for

the operation at processes has
been obtained from the
relevant standards, sharing of
experiences, and is maintained
and updated periodically as
necessary to ensure effective
operation of processes for
maintaining conformity of
products and services.
11. 7.2 Competence MR/HR The organization has
determined the necessary
competence of persons as per
the requirement of this clause.
Where applicable, action is
taken to acquire necessary
competence and the
effectiveness of actions taken
are evaluated.
Signature

Documented information is
maintained for the above.
Procedure No. -----------
Applies for this process.
12. 7.3 Awareness MR The organization ensures that
the persons doing work under
its control are aware of:
a) QMS Policy
b) QMS Objective
c) Their Contribution the
effectiveness of QMS and
benefits of improved
performance.
d) Implications of not
conforming with the QMS.
13. 7.4 Communication MR/Section at The organizations have
Heads determined internal and
external communication and
implements this as per the
requirement of this clause.
14. 7.5 Documented information MR/Section at The organization’s QMS includes
General Heads documented information
7.5.1 required by the standard and
what is necessary for
effectiveness of QMS.
7.5.2 Creating and updating The organization ensure proper

identification, format & media
and review & approval of
suitability and adequacy.
7.5.3 Control documented Documented information

7.5.3.1 information required by the QMS and the
7.5.3.2 standard is controlled to ensure
its availability and suitability for
use where and when needed
and it is adequately protected
for confidentiality, proper use,
and its integrity.
Signature

Control of documented
information is exercised for
distribution, access, retrieval,
and use; storage and
preservation; control of
changes; and retention and
preservation. Documented of
external origin is also controlled.
Procedure No. -------- applies
15. 8 - Operation MR/Sectional The processes needed to meet
8.1 - Operation planning and Heads the requirement of products
control and services are planned,
implemented, and controlled to
meet the requirement of this
clause.
Documented information is
maintained.
The organization ensures that
the outsourced processes are
controlled.
16. 8.2 - Requirement for products MR/Tendering Determination and review of
8.2.1 and services Group/Section the customer requirements as
al Heads per the tender documents is
carried out by the tendering
division as per procedure No. ---
-----
17. 8.3 Design and development of Sectional head In projects where design work is
products and services awarded by the customer as
part of the contract, this activity
is outsourced to competent
architects and control is
maintained as per procedure
No.---------
18. 8.4 Control of externally Sectional at The organization ensures
8.4.1 provides processes, Heads conformance of products and
products, and services. services provided by external
agencies.
8.4.2 Type & extent of control Procedure (on identification,
Signature

approval and monitoring of

suppliers) No. ------ and
(purchasing) No. ------- apply for
this process
8.4.3 Information for external The controls are determined

providers and applied to ensure
conformance and documented
information is maintained.
Adequacy of requirement is
ensured before communication.
The information is total to meet
the requirement of this clause.
19. 8.5 Production and service Sectional Project execution and
provision Heads administration are the activities
falling under this clause.
8.5.1 Control of production and These activities are carried out
service provision in a controlled manner as per
the following procedure:
Project Planning, execution and
monitory- No.-----
8.5.2 Identification and Identification and traceability

traceability are maintained as per
requirement of the products
and the project.
8.5.3 Property belonging to The organization identifies,

customers or external verifies, protects, and
service providers safeguards customers or
external providers property
provided for use or
incorporation into the products
and services.
8.5.4 Preservation Conformity of all products is

preserved during service
provision as per the
Signature

requirement
8.5.5 Post-delivery activities These activities are carried out

as per customer
contract/agreement.
8.5.6 Control of changes Any changes to projects or

service provision are controlled.
Documented information of
reviews is maintained.
20. 8.6 Release of products and Project Documented information on the
services Managers release of products and services
meeting the customer
requirement is maintained as
per Quality Plan of the
project/product.
21. 8.7 Control of non-conforming Project All the non-conforming outputs
-- outputs Managers are controlled as per procedure
-- No.-----
22. 9 Performance evaluation Sectional The organization determines
Monitoring, measurement, Heads what needs to be monitored
analysis, and evaluation. and measured and carries out
9.1 General the monitoring, measurement,
analysis, and evaluation for
taking corrective actions to
meet the requirement of this
clause.
9.1.1 Customer satisfaction Feedback is taken and analyzed

on customers perceptions of the
degree to which their needs and
9.1.2 expectations have been fulfilled
corrective actions are taken as
required.
9.1.3 Analysis and evaluation The organization analyses and

evaluates appropriate data and
information arising from
monitoring and measurement
Signature

as proof of compliance to the

requirement.
23. 9.2 Internal Audit MR/Internal Internal audits are planned for
Auditors all the sections every six months
as per procedure No.----
24. 9.3 Management Review Top Management reviews are
Management/ carried out after each internal
MR audit as per procedure No. ----
25. 10 - Improvement MR/Sectional The organization determines
10.1 - General Head and selects opportunities for
improvement and implements
necessary action to meet
customer requirements and
enhance customer satisfaction
and intended outcomes of QMS.
26. 10.2 Non-conformity and When a nonconformity occurs,
corrective action including any arising from
complaints, the organization
reacts to the non-conformity as
per procedure No. ----
27. 10.3 Continual Improvement The organization continually
improves the suitability,
adequacy, and effectiveness of
the QMS.
The organization considers the
results of analysis and
evaluation and the outputs from
management reviews, to
determine if there are needs or
opportunities that need to be
addressed as part of continual
improvement.
Signature

4.4 Scope:
The scope of quality management system includes:
“---------------------------------------------------------------------------------------------------------------------------------”
Exclusions:
There are no exclusions from the scope of the quality management system established at (company
name)
Signature

5. LIST OF PROCEDURES
SI. No. Title Procedure No.

1 Control of documents
2 Control of records
3 Planning of Quality Objectives
4 Administration & HR
5 Maintenance of Infrastructure
6 Safety
7 Quality Plans
8 Business Development
9 Marketing
10 After Sales Services & CRM
11 Design and Development
12 Approval & Monitoring of Suppliers
13 Purchase
14 Project Planning & Monitoring
15 Construction Management
16 Validation of Processes
17 Stores
18 Calibration
18 Internal Audit
20 Control of non-conforming product
21 Corrective action & customer complaints
22 Preventive action
Signature

6. Organization Chart of the Organization
Signature

7. Roles Responsibility of Key Personnel
1. Managing Director
a) Establishing and reviewing of quality policy
b) Ensuring that the Quality Objectives are established
c) Conducting management Reviews
d) Ensuring availability of resources.
2. Director & MR
Looking after the various projects in hand and following MR functions:
a) Planning, development, issue implementation and maintenance of processes needed for the
quality management system.
b) Ensuring feedback from all concerned on effective implementation of the system.
c) Reporting to top management on the performance of the quality management system and any
need for improvement
d) Ensuring the promotion of awareness of customer requirements throughout the organization
e) Planning and control of internal quality audits
f) Recording and follow-up of management review meetings
Signature

8. RESPONSIBILITY MATRIX
Head
Management Managing Head
SI. No. Purchase MR
Processes Director HR
& Store
Business
1. P A P S P S X X S
Development
2. Marketing S S P S X S X X S
3. Sales P X S S X P X X S
Design &
4. P X P S X S X X S
Development
Project
5. Planning & P X S P X X X X S
Monitoring
Construction
6. P X S P X X X X S
Management
Customer
7. Care & After S S S P S S X X S
Sales Service
8. Admin & HR S S S P S S S P S
Purchasing &
9. P X S P S X P X S
Store
Finance &
10. P X X P P X S X S
Accounts
Management
11. P S S S S S S S P
of QMS
Legend:
P = Primary responsibility
S = Secondary responsibility
X = No responsibility
Signature

9. SEQUENCE AND INTERACTION OF PROCESSES
Signature

10. Sequence and Interaction of Processes
MANAGEMENT RESPONSIBILITY
Management Business
Review Development
MEASUREMENT, ANALYSIS & IMPROVEMENT

C C
Customer
U Internal Audits CAPA
Satisfaction U
S S
RESOURCES MANAGEMENT
T T
O Adm & HR Finance & Accest Purchase & Store O
M M
E E
Business
R Development &
Marketing
R
Project Planning,
S Monitoring &
Design Control
S
Customer Care &
Construction Supervision
Sales ` After Sales
(Project Execution)
Services
Supplier/Service Provider
Signature

11. ABBREVIATIONS USED IS QMS
SI. No. Abbreviation Full Form

1. AMC Annual Maintenance Contract
2. CAPA Corrective and Preventive Actions
3. CRM Customer Relationship Management
4. ED Executive Director
5. EDP Electronic Data Processing
6. FIFO First in first out
7. GM General Manager
8. HOD Head of Department
9. HR Human Resource
10. IA Internal Audits
11 IMTE Inspection Measuring & Test Equipment
12. IS India Standard
13. ISO International Organization of Standard
14. MD Managing Director
15. MR Management Representative
16. MRM Management Review Meeting
17. MRN Material Receipt Note
18. NC Non-Conforming/Non-Conformity
19. NCR Non-Conformance Report
20. PM Project Manager
21. PO Purchase Officer
22. QM Quality Manual
23. QMS Quality Management System
24. QP Quality Plan
25. QSD Quality Management Document
26. QSP Quality Management Procedure
27. S&P Store & Purchase
28. VP Vice President
Signature


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What is the purpose of the quality manual?

What is the purpose of the quality manual?

What are the main sections covered in the quality manual?

What are the main sections covered in the quality manual?

LOGO COMPANY NAME Quality Manual

Doc No: Issue No. 01 Dated:

Copy No. ……………

Doc No : Company Name/QM/01

Designation Managing Director MR

Designation Managing Director MR

Each copy of the Quality Manual Contains complete record of amendments

Amendments Remove Insert Nature of Change

Designation Managing Director MR

Designation Managing Director MR

1.1 Quality Policy

Designation Managing Director MR

1.2 QUALITY OBJECTIVES

1. Enhance customer satisfaction

Designation Managing Director MR

1.3 DISTRIBUTION LIST

COPY NO. COPY HOLDER

Designation Managing Director MR

Designation Managing Director MR

3. Management of Quality Manual

Designation Managing Director MR

4. Context of the organization

4.1 Understanding the organization and its context

4.2 Understanding the needs and expectations of interested parties:

4.3 Scope of the quality management system:

The scope of the quality management system includes:

4.4 Quality Management System:

Designation Managing Director MR

4.4.2 The organizations are committed to:

Designation Managing Director MR

4.4.3 Method of Compliance.

SI. Element No. Requirement Responsibility Method of Compliance

When determining this scope.

4.4.2 Documented Information The organization maintains

Designation Managing Director MR

5.1.2 Customer focus Customer focus is maintained by

Designation Managing Director MR

5.2.2 QMS Policy been established, implemented,

Actions taken are appropriate to

Designation Managing Director MR

9. 6.2 Objectives and planning to MR Objectives and planning to

The organization has

6.3 Planning of changes. The changes to QMS, if

7.1.2 - People The organization has

7.1.3 - Infrastructure The organization has

Designation Managing Director MR

7.1.4 - Environment for the The organization has

7.1.5 - Monitoring and measuring The organization has

7.1.5.2 - Measurement traceability The organization has considered

7.1.6 Organizational knowledge The knowledge necessary for

Designation Managing Director MR

7.5.2 Creating and updating The organization ensure proper

7.5.3 Control documented Documented information

Designation Managing Director MR

8.4.2 Type & extent of control Procedure (on identification,