QUALITY MANUAL

Quality for Prosperity

IL&FS TRANSPORTATION NETWORKS LIMITED

Bandra Kurla Complex, Mumbai Issue no. 1 Prepared By MR Pages - 44 Date: 1-Dec-2009

Copy no.

Ref. Std. - ISO-9001: 2008 Rev no. R 0 Approved By Date: 1-Dec-2009 ED

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CONTENTS
COMPANY PROFILE 1. SCOPE OF CERTIFICATION AND EXCLUSIONS 2. NORMATIVE REFERENCE 3. TERMS AND DEFINITIONS 4. QUALITY MANAGEMENT SYSTEM 4.1 GENERAL REQUIREMENTS 4.2 DOCUMENTATION REQUIREMENTS 4.2.1 GENERAL 4.2.2 QUALITY MANUAL 4.2.3 CONTROL OF DOCUMENTS 4.2.4 CONTROL OF RECORDS 5. MANAGEMENT RESPONSIBILITY 5.1 MANAGEMENT COMMITMENT 5.2 CLIENT/CUSTOMER FOCUS 5.3 QUALITY POLICY 5.4 PLANNING 5.4.1 QUALITY OBJECTIVES 5.4.2 QUALITY MANAGEMENT SYSTEM PLANNING 5.5 RESPONSIBILITY, AUTHORITY AND COMMUNICATION 5.5.1 RESPONSIBILITIES & AUTHORITIES 5.5.2 MANAGEMENT REPRESENTATIVE 5.5.3 INTERNAL COMMUNICATION 5.6 MANAGEMENT REVIEW 5.6.1 GENERAL 5.6.2 REVIEW INPUT 5.6.3 REVIEW OUTPUT 6. RESOURCE MANAGEMENT 6.1 PROVISION OF RESOURCES 6.2 HUMAN RESOURCES 6.2.1 GENERAL 6.2.2 COMPETENCE, AWARENESS AND TRAINING 6.3 INFRASTRUCTURE 6.4 WORK ENVIRONMENT 7. SERVICE REALIZATION 7.1 PLANNING OF SERVICE REALIZATION 7.2 CLIENT AND CUSTOMER RELATED PROCESSES 7.2.1 DETERMINATION OF REQUIREMENTS RELATED TO THE PROJECT 7.2.2 REVIEW OF REQUIREMENTS RELATED TO PROJECT 1 9 10 12 13 13 14 14 16 16 17 18 18 18 18 19 19 19 19 19 27 27 27 27 27 28 29 29 29 29 29 29 30 31 31 32 32 32

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7.2.3 CLIENT AND CUSTOMER COMMUNICATION 7.3 DESIGN & DEVELOPMENT 7.3.1 DESIGN & DEVELOPMENT PLANNING 7.3.2 DESIGN & DEVELOPMENT INPUTS 7.3.3 DESIGN & DEVELOPMENT OUTPUTS 7.3.4 DESIGN & DEVELOPMENT REVIEW 7.3.5 DESIGN & DEVELOPMENT VERIFICATION 7.3.6 DESIGN & DEVELOPMENT VALIDATION 7.3.7 CONTROL OF DESIGN & DEVELOPMENT CHANGES 7.4 PURCHASING 7.4.1 PURCHASING PROCESS 7.4.2 PURCHASING INFORMATION 7.4.3 VERIFICATION OF PURCHASED PRODUCT 7.5 PROJECT WORKS AND SERVICE PROVISION 7.5.1 CONTROL OF PROJECT WORKS 7.5.2 VALIDATION OF PROCESSES FOR PROJECT WORKS 7.5.3 IDENTIFICATION AND TRACEABILITY 7.5.4 CLIENT/CUSTOMER PROPERTY 7.5.5 PRESERVATION OF PRODUCT 7.6 CONTROL OF MONITORING AND MEASURING DEVICES 8. MEASUREMENT, ANALYSIS AND IMPROVEMENT 8.1 GENERAL 8.2 MONITORING AND MEASUREMENT 8.2.1 CLIENT & CUSTOMER SATISFACTION 8.2.2 INTERNAL AUDIT 8.2.3 MONITORING AND MEASUREMENT OF PROCESSES 8.2.4 MONITORING AND MEASUREMENT OF PROJECT SERVICES 8.3 CONTROL OF NON-CONFORMING PROJECT WORK 8.4 ANALYSIS OF DATA 8.5 IMPROVEMENT 8.5.1 CONTINUAL IMPROVEMENT 8.5.2 CORRECTIVE ACTION 8.5.3 PREVENTIVE ACTION

32 33 33 33 33 34 34 34 34 34 34 35 35 36 36 38 38 38 39 39 40 40 40 40 41 41 42 42 43 43 43 43 44

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COMPANY PROFILE
(1) The Genesis:

Infrastructure Leasing & Financial Services (IL&FS) has identified the Transport Sector as an area of focus and over the years has engaged in it in various roles namely, Sponsor, Developer and Investor. As a result, IL&FS has successfully implemented and is in the process of implementing several road sector projects. IL&FS established the countrys first toll road the Rau Pitampur Toll Road in Madhya Pradesh, commissioned in November 1993. Although a small project, an important beginning was made. Government initiatives in the sector have been significant at both the Central and State Government levels notable amongst these being the significant efforts by the National Highways Authority of India to implement the Golden Quadrilateral and the North South & East West Corridor projects. These developments have created opportunities for: (a) (b) (c) Agglomerating various transport sector assets risk diversification Sponsoring new projects in the sector Providing advisory services to governments as well as private sector developers To domicile its expanding initiatives in the Road Sector, IL&FS promoted a company to take up projects of Surface Transportation, Transportation Networks Ltd. (CTNL), in November 2000 (2) Business Model: known as IL&FS Transportation Networks Limited (ITNL) earlier known as Consolidated

ITNL intends to agglomerate assets through acquisitions both IL&FS and non-IL&FS sponsored, participate in green field projects and provide advisory services. As a first step, the holdings of IL&FS and the existing financial investments in the IL&FS sponsored projects are being transferred to ITNL. ITNL is also identifying non-IL&FS sponsored projects for participation. ITNL
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shall draw on the Project Development Partnerships established by IL&FS with the various State governments to source project development and advisory mandates. ITNL has acquired Elsamex SA of Spain, a leading Road Maintenance company, with presence all over South America. It currently has over 22000 lane kms of roads under maintenance in its geographical spread across Europe, America and Asian region. With this acquisition ITNL has become the only Indian player with an integrated road sector presence across the entire value chain encompassing road development, financing and O&M. (3) Activity Profile:

ITNL has inherited/has access to the following skill sets in the road sector: (a) Investment/Project Sponsorship:

ITNL evaluates various projects for potential investments or sponsorship. Such projects need to be financially viable and have a strong contractual framework, in addition to involving minimal environmental, land and resettlement issues. Such projects typically include congestion relievers, intercity arteries, bridges, ROBs, bypasses and widening and strengthening of existing roads.

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(b)

Project Development:

Project development is the most critical phase in the project life cycle. ITNL has diverse skill sets that position it to meet the challenges. They include: (i) (ii) (iii) (iv) (v) (vi) (c) Ability to partner with Government Technical skills for engineering studies Economic studies Developing contractual frameworks Environment assessment Social rehabilitation Construction Management:

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All contractual frameworks provide for an Independent Engineer, Design Consultant, Project Engineer etc. to ensure transparent monitoring and timely construction. Nonetheless, it is necessary to ensure the availability of construction management skills with ITNL to ensure completion of projects in time and within the budget as per stated quality standards. ITNL has the requisite skill sets to match the requirements of the lenders, the Government, the promoters and other stakeholders of the project. (d) Management of Toll Roads:

Commissioned projects need constant management in order to maximize yield to the investors. These include: (i) (ii) (iii) (iv) (v) Optimizing toll collection technology, systems and strategy Dynamic management of toll rates vis--vis traffic flows Traffic management Toll management contracts Treasury management of toll cash flows

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ITNL has an expertise in Toll Management and has been providing such services to several toll roads in India. (e) Advisory Services:

ITNL also sources advisory services in the following areas: (i) Assisting State Governments to develop frameworks for private participation in surface transport projects (ii) Aiding State Governments to evaluate bids received from private participants for projects in this sector (iii) (iv) Assisting companies to bid for projects Assistance in structuring and syndication of finance for

Infrastructure projects (v) Act in the capacity of a Lenders Engineer to monitor and supervise the project. (f) Merchant Banker

ITNL along with IL&FS Investment is working with medium and small contractors to bring smaller BOT projects under the umbrella of institutional financing by providing independent appraisal of these projects.

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The IL&FS Group Surface Transport Sector Experience Indicative Projects of IL&FS Group Surface Transport Sector Experience is as below: (A) Sponsorship 1. Widening and Strengthening of Vadodara Halol Road. Project of 32 Kms on State Highway in the State of Gujarat SPV: Vadodara Halol Toll Road Limited (currently Gujarat Road & Infrastructure Company Ltd.) Client: Government of Gujarat 2. Construction of 550 m eight lane bridge over river Yamuna along with approach roads. SPV : Noida Toll Bridge Company Limited Client : NOIDA 3. Four Laning of Ahmedabad Mehsana project of 52 Km on State Highway in the state of Gujarat. SPV: Ahmedabad Mehsana Toll Road Company Limited (currently Gujarat Road & Infrastructure Company Ltd.). Client: Government of Gujarat.

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4.

Rehabilitation and Maintenance of 113.2 Km East Coast Road between cities Chennai and Pondicherry. SPV: Tamil Nadu Road Developmement Corporation. Client: Government of Tamil Nadu

5.

Belgaum Maharashtra Border Road Project of 77.7 Kms on NH-4 in the state of Karnataka. SPV: North Karnataka Expressway Limited Client: National Highways Authority of India, Govt of India.

6.

Rajkot Jetpur Gondal Project of 68 Km on NH-8B in the State of Gujarat. SPV: West Gujarat Expressway Limited Client : National Highways Authority of India, Govt of India.

7.

Intercity Road Improvement of 42Km in Thiruvananthapuram City in the state of Kerala. SPV: Thiruvananthapuram City Road Development company Limited. Client : Government of Kerala

8.

Kotakota Kurnool Road Project of 74.65 Kms on NH-7 in the state of Andhra Pradesh. SPV: Andhra Pradesh Express Way Limited. Client: National Highways Authority of India, Govt of India.

9.

Implementation of Chhattisgarh Accelerated Road Development Programme in the state of Chhattisgarh. Project size - 1500 Kms. SPV: Chhattisgarh Highway Development Company Limited. Client : Government of Chhattisgarh

10. Implementation of Jharkhand Accelerated Road Development Programme in the state of Jharkhand having 1500 Kms . SPV : Jharkhand Highway Development Company Limited. Client : Government of Jharkhand 11. Construction of 13 kms of Eight lane access Controlled expressway from Pedda Amberpet to Bongulur of Outer Ring Road of Hyderabad in the state of Andhra Pradesh SPV: East Hyderabad Expressway Limited. Client : Hyderabad Urban Development Authority 12. Development and Operation of Beawar Gomti section of NH-8 from km 58.245 to km 177.050 in the state of Rajasthan SPV: ITNL Road Infrastructure Development Company Ltd.

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Client: Department of Road Transport and Highways, Ministry of Road Transport and Highways, Govt of India. 13. Four Laning of Pune - Solapur Section of NH 9 from km 144.400 to km 249.000 in the State of Maharashtra on DBFOT Basis SPV: Pune Sholapur Road Development Company Ltd. Client: National Highways Authority of India, Govt of India. 14. Four Laning of HazaribaghRanchi Section of NH-33 from km 40.500 to km 114.000 in the State of Jharkhand under NHDP Phase III on BOT basis SPV: Hazaribagh Ranchi Expressway Ltd. Client: National Highways Authority of India, Govt of India. 15. Four Laning of Warora Chandrapur Ballarpur Bamni road and Bridges on SH 264 & SH 267 in Chandrapur District SPV: Warora Chandrapur Ballarpur Toll Road Ltd Client: Public Works Department, Govt. of Maharashtra 16. Four Laning Of Moradabad Bareilly Section Of Nh-24 From Km 148.00 To Km 262.00 In The State Of Uttar Pradesh under NHDP Phase Iii On Design, Build, Finance, Operate And Transfer (The DBFOT) Basis SPV: Moradabad Bareilly Expressway Ltd. Client: National Highways Authority of India, Govt of India. (B) Advisory 1. 2. 3. 4. 5. 6. 7. 8. 9. Mega Rail cum Road Bridge at Boghibil in Assam Mega Rail cum Road Bridge at Monghyr in Bihar The Second Vivekananda Toll Bridge Project Pune Sirur Toll Road Nashik Niphad Toll Road Jabalpur Narsinghpur Piparia Toll Road Jas Toll Road Karnataka Road Development Corporation Limited - Bridges Dewas Bypass Toll Road

10. Jaipur LRT Project 11. Dronagiri Truck Terminal Project, Navi Mumbai 12. Neera Deogarh Project 13. Nanded City Roads Project, Maharashtra 14. Green Energy Fund

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1. SCOPE OF CERTIFICATION AND EXCLUSIONS

SCOPE:
This Quality Management System covers the following services being provided by the company: Project Development, Operation Maintenance & Tolling Activities and Advisory Services related to Infrastructure Projects.

EXCLUSIONS: Nil

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2. NORMATIVE REFERENCE
Interactions between Documents of Quality Management Systems
Overall Structure of Quality Management System is distributed in 3 levels. Level I Level II Quality Manual (QM). Quality System Procedures (QSP).

Level III Formats & Records. Quality Manual explains the scope of Quality Management System indicating reference of documented procedures addressing the applicable clauses of the standard wherever required. Quality System Procedures are made to address the method in which the individual activity of applicable clauses is carried out by the specific process owners/departments. Formats, charts, records & registers are used to record information and indicate the results of an activity being carried out by following a relevant Quality System Procedure. Interaction between all 3 Levels of documents is indicated in the master list of documents and in internal communication chart available with M.R. Details of all the documents issued to concerned department are listed in Document Issue Register.

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List of Abbreviations:
ED IQA MRM CAPA NCP MR HOD QM QMS HR QSP NCR EPC NHAI O&M D&D QA & QC EHB DPR PPE SPV LOI LOA MOU IT Executive Director Internal Quality Audit Management Review Meeting Corrective Action & Preventive Action Non-Conforming Products Management Representative Head of Department Quality Manual Quality Management System Human Resources Quality System Procedures Non Conformance Report Engineering, Procurement & Construction National Highways Authority of India Operations and Maintenance Design and Development Quality Assurance and Quality Control Employee Hand Book Detailed Project Report Personnel Protective Equipment Special Purpose Vehicle Letter of Intent Letter of Acceptance Memorandum of Understanding Information Technology

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3. TERMS AND DEFINITIONS

The following terms and definitions are provided to assure a uniform understanding of selected terms as they are used in these requirements. ITNL - IL&FS TRANSPORTATION NETWORKS LIMITED CLIENT - An organisation or person with whom ITNL has a contractual agreement, or to whom ITNL has supplied a service PROCESS - Combination of activities carried out in order to provide services to client/customer SUPPLIER - the party to whom an order has been placed for the purchase of raw materials, equipment, supplies, or the performance of outside services for a particular order SERVICE - to provide (a) Project Development, including implementation, monitoring, supervision, review, design and development; (b) Operation Maintenance & Tolling and (c) Advisory services PRODUCT - output of the services provided by ITNL CUSTOMER - the end users of the services provided by ITNL

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4. QUALITY MANAGEMENT SYSTEM

4.1 General Requirements

ITNL has established, documented and implemented a Quality Management System, which is being maintained and continually improved in accordance with the requirements of International Standard ISO 9001-2008. ITNLs Quality Management System (QMS), which describes the processes and instructions for the performance of business, consists of 3 parts. The Quality Manual describes ITNLs policy and objectives, documentation requirements, responsibilities and authorities, resources and measurement and control requirements. The Quality System Procedure describes the various procedures that allow to measure the performance with quantitative data, as well as the procedures for examining non-conformances and opportunities for system improvements. Formats, charts, records & registers are used to record information and indicate the results of an activity being carried out by following a relevant Quality System Procedure. ITNL offers three types of services for Infrastructure projects: 1. Project Development 2. Operation, Maintenance & Tolling 3. Advisory services Processes, which together form the end services, are Business Development Unit, SPV Implementation, SPV O&M, Tolling Systems, Central Coordination Unit and technical support from Design and Development Unit with other support services from Compliance unit, H.R & Admin, Secretarial, Finance and Management. The details of interaction of the various process, which together form the service output is indicated in the service flow chart and process flow chart which also indicates processes outsourced and the controls exercised on them. The organization structure is attached at the end of this manual for further clarity. A brief description of the various processes is given below. Management Process cover activities like Resource management, Defining of quality policy & objectives, setting targets for teams, broad guidelines for operation of business, Selection of manpower & conduct training, Internal auditing, management reviews, Distribution of responsibilities & authorities & monitoring of continual improvements, Corrective and preventive actions, control of nonconforming products/services, selection of site team Business Development Unit cover activities like Business development, Handling of enquiry, Contract review, offer submission, order acceptance & customer communication, selection of EPC Contractors

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Design and Development activities cover conducting of site surveys, review of technical documents & specifications, release of drawings and design calculations for various projects, preparation of as-built drawings, assist BDU in offer submissions maintain records of completed works and document details related to survey results. SPV Implementation covers supervision of execution of work including Planning of work, preparation of bar charts, appointment of Supervision consultants, selection of service suppliers, rating & evaluation of their performance, Release of P.O, Preservation of items & ensuring of timely procurement of required material. Monitoring of work progress and follow safety norms during installation stages of project, measuring client satisfaction. Scope of work with regards to the quality of works include Approval of Quality assurance plan, sampling plan, review Lab test reports, ensure calibration of all measuring and monitoring instruments, provide test information to client, Ensure disposal of non-conforming products through EPC contractor and conduct regular quality audits. SPV O&M covers Operation and Maintenance activities of the completed site in line with the relevant agreements, measuring customer satisfaction. Tolling Systems covers design, installation and commissioning of toll collection systems for SPVs depending on the contract requirements, providing support and debugging services for the duration of the contract. Central Coordination Unit covers monitoring of progress of all SPV Implementation, reporting the progress and its analysis to management, ensure timely corrective and preventive actions. Compliance Unit covers implementation, upkeep and continual improvement in the QMS, conducting sample Internal Quality audits and technical audits, ensuring compliance to terms of various agreements. Human Resource & Administration covers selection of manpower as per the resource requests, ensure availability of administrative services such as travel ,guest house etc. and monitor leave process, Maintain records of competency of staff and plan training accordingly. Collection of training feedback and co-ordinate with service suppliers related to Head office works. Finance and Secretarial Processes covers availability of project finance, selection of financing agency, submit cash flow statements as per the progress of work. Legal covers compliance of requirements related to employees, job orders received from the customers, work orders placed to suppliers and those related to head office operations.

4.2

Documentation Requirements

4.2.1 General QMS is accessible by all employees of ITNL through network (soft copy) and filing system (hard copies). The Quality Manual, System Procedures and QMS are controlled and updated regularly by M.R.

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COMMON PROCESS AD V IS OR Y S E R V IC E S
Des ign & Developm ent* Traffic M anagem ent S y s tem Outs ourc ed A c tivities M aterial & S ervic e P rovider O& M Contrac tor* Outs pourc ed A c tivities M anagem ent / M .R

B us ines s Developm ent Unit Successful Bids S upport Pro cesses: - Hum an Res ourc es - Financ e - S ec retarial Outsourced Processes: - IT - Legal - E nvironm ental S ervic es - Internal A udit

P R OJE C T D E V E LOP ME N T
Central Coordination Unit

OP E R AT ION , MAIN T E N AN C E & T OLL IN G

Operations & M aintenanc e

S pec ial P urpos e V ehic le (S P V )

O& M S P V

Financ e & Legal*

S upervis ion Cons ultant

EPC

Other A c tivities as per projec t requirem ent

Tolling Operations Detailed P rojec t Report / Drawings to Client

M aterial & S ervic e P roviders (as applic able)

M aterial & S ervic e P roviders (as applic able) Client Feedbac k

P rojec t Com pletion Certific ate/ Com m erc ial Operation Date

Trans fer Certific ate from Independent Cons ultant

Handover to Client * - In c as e of Tec hno-Com m erc ial A dvis ory S ervic es , both ac tivities m ay follow s im ultaneous ly Operation & M aintenanc e Tolling Operation, (if applic able) V es ting Certific ate from Client

Trans fer Certific ate from Independent Cons ultant

* - Operation & M aintenanc e W ork s m ay prec eed Tolling Operation

Handover to Client

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In order to maintain ISO standards, there are number of documents & regulations ITNL constantly refers, which include the requirements of ISO 9001:2008 and other information such as: Agreements (Concession, Contract), MOU, DPR, Survey Reports and drawings etc., the requirements of clients/customers and other interested parties, industry standards & specifications, statutory and regulatory requirements, other company systems including policies, office orders, interoffice memos, directives etc.

4.2.2 Quality Manual

This Quality manual forms the top tier and contains the following: Statement of Quality Policy. Set of Objectives. Process Flow charts covering details of services. Addresses the ISO 9001:2008 clauses. Refers to the procedures and other documents where the remaining applicable clauses are dealt with in greater detail.

4.2.3 Control of Documents

Control of documents has been established to: Approve documents as being suitable by Process Owners prior to its use. Review, update and re-approve documents as necessary. Ensure that: the changes and the current revision status of documents are identified, clearly indicated & documented in the master list of documents. the documents are available at points of use for all the departments. the documents remain legible, readily identifiable and retrievable. Process Owner ensures that documents of external origin are identified and their distribution is controlled. Clearly mark documents that have been superseded/ obsolete, and prevent their use. Records of documents issued are maintained in document issue register.

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M.R./ Concerned HOD ensures that documents of external origin like Client/customer inquiries, orders, complaints & feedback, quotations & test certificates of suppliers are: Identified and their distribution is controlled. Procedures are established to prevent the unintended use of obsolete documents. Suitably marked and identified if they are retained for any purpose.

Refer QSP Control of Documents for details.

4.2.4 Control of Records
Records are established and maintained to provide evidence of conformity to requirements and effective operation of the Quality Management System. Records are created in a manner that they are legible, readily identifiable and retrievable. The controls needed for the identification, storage, protection, retrieval, retention time and disposition are defined in the Quality System Procedure for control of records.

Refer master list of records

Records; as required by the agreements, applicable codes, standards, specifications and operating license conditions; shall be prepared, authenticated and maintained. The responsibility for the maintenance and storing of particular records is generally assigned to the individual or group of individuals who have prepared those records. Records are to be disposed off after the retention period/or as required by the agreements or operating license conditions. Records containing personal information must be shredded before disposal. When records that are withdrawn, necessary details should be archived as records.

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5. MANAGEMENT RESPONSIBILITY
5.1 Management Commitment

Top Management of ITNL fully support the Quality Management System defined in this Quality Manual and the foregoing statements of policy, objectives, responsibilities and authorities. All personnel are required to fully comply with this system and cooperate with the Management Representative Team in a unified effort to ensure that the services provided meet or exceed Client Requirements, meet Regulatory and Legal Requirements, and the Quality Management System described in this manual. ITNL is committed to Management Reviews of performance of the Quality Policy and Quality Objectives established and to ensure the availability of necessary resources, and continual improvement of services. The Management Representative Team, upon identifying or otherwise being made aware of a Quality Management System issue, shall solve the same at the earliest. In the event the Management Representative Team cannot resolve such issue or non-conformance of the product/service, it shall be brought to notice of Top Management for complete and final resolution without compromising Client Requirements, regulatory and legal requirements, or this Quality Management System. The Top management and Management Representative shall provide the commitment to the development and improvement of the Quality Management System by: Communicating to the staff, the importance of meeting client, statutory and regulatory requirements. Establishing the quality policy and quality objectives. Conducting management and project reviews. Ensuring the availability of necessary resources.

5.2

Client/Customer Focus

Quality Management System requires the management team to: Ensure project specific client requirements are clearly described and communicated to operating staff on an individual project basis, Ensure general client requirements are understood and fulfilled through QMS procedures.

5.3

Quality Policy

The Company commits to providing world class infrastructure through continual improvement in the Quality Management System and achieve customer satisfaction
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Policy is communicated to the staff by giving copy & ensured that it is displayed at key locations and is understood by training the staff the relevance of the same. Information on quality policy is given to all existing staff by M.R. and to new staff by H.R. through induction training. Details of policy are displayed at all site locations/ offices and training to staff is given by M.R/ Process Head.

5.4

Planning

Quality Management System Procedures and objective review meetings are the basis of quality planning. Quality Planning requires that adequate resources, including facilities, personnel and equipment, needed to meet client/ customer requirements be provided.

5.4.1

Quality Objectives

ITNLs Quality Objectives are: 1. Achieve customer satisfaction 2. Timely delivery of projects 3. Adherence to stated safety and quality standards ITNLs operating objective is to complete each contract or project within the approved budget.

5.4.2

Quality Management System Planning

Quality planning is an integral part of the Quality Management System and the ED and management representative have identified, planned and provided the resources needed to achieve the quality objectives and ensure continual improvement of the system. ITNL applies quality planning to all their work resources and considers the implementation of the contents of this quality manual to meet ISO 9001-2008 standard.

5.5
5.5.1

Responsibility, Authority and Communication

Responsibilities & Authorities

ITNL makes all employees responsible for the quality of their work by giving them the freedom, responsibility and duty to identify and document issues requiring nonconformance review or system improvement action. Everyone is encouraged to prevent mistakes or nonconformance in their work and work related processes and suggest continual improvement. Employees are regularly informed individually and at Staff Meetings about the effectiveness of the Quality Management System.

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Detailed Responsibility and authority of all process heads are indicated in the Responsibility & Authority Manual released by the ED. All process heads are authorized to allocate responsibilities and authorities to their team members. The broad responsibilities & authorities of the top management are indicated in the section below.

Top Management

Managing Director:
1. Appoint Management Team and Process Owners. 2. Define Business Policy and Targets.

Executive Director:
1. Direct the management of ITNL. 2. Formulate quality policies and objectives. 3. Approve Quality Management System. 4. Review the implementation of the Quality Management System. 5. Review the performance and effectiveness of the Quality Management System. 6. Implement system improvement Management System. action to improve the Quality

Management Representative: Responsibilities:

1. To ensure that Quality Management implemented and maintained. System requirements are

2. Report the performance of the Quality Management System to Top Management. 3. Promote awareness of client/customer requirements throughout ITNL.

Authority:
1. Select Internal Auditor for IQA and approve schedule for IQA. 2. Approve QSP & Formats 3. Initiate CAPA as necessary. For all the processes in absence of process owner/ head, responsibility of the process are shared by the supporting staff members and authority is shifted upwards.

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The broad functioning of the various processes is depicted in the figures shown below. The detailed responsibilities & authorities of all the team members of the various processes are available with the respective team.

MANAGEMENT / M.R

Client/ Customer Focus Appointment of M.R & IQA Auditors

Quality Policy & Objectives

Preparation, Documentation, Implementation & Maintenance of Q.M.S

Allocation of Responsibilities & Authorities

Reporting/ Communication

System
Management Review & Project Review

Meeting
Corrective Action/ Preventive Action (CAPA)

Effectiveness of CAPA & Improvement Plan

Employee Satisfaction

Client/ Customer Satisfaction

Supplier Satisfaction

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Feedback

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BUSINESS DEVELOPMENT UNIT

Management / M.R

Enquiry Handling Memorandum of Understanding with EPC/ Joint Venture Partner Collection of Project Information, Costing, Contract Review Submission of Request for Qualification

Reject

Not Qualified

Technical Assistance & Costing from Design & Development Unit

Qualified

Submission of Request for Proposal Successful Bids Receipt of Letter of Intent from Client

Unsuccessful Bid

Issue of Letter of Acceptance to Client

Feedback

Signing of Concession Agreement (SPV) Financial Closure Signing of Project Agreements (SPV)

Handing over to Head Implementation/ CCU

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DESIGN & DEVELOPMENT

TOLLING SYSTEMS

Management/ M.R

Management/ M.R Feedback

Reject

Project Planning

Work Planning

Reject

Concept/ Inception Report

Requirement Definition

Studies & Data Feedback Collection

Analysis , Design & Development

Integration & Test

Preparation of Detailed Drawings/ DPR/ Reports as applicable

Installation & Acceptance

Client/ Customer Satisfaction

Client/ Customer Satisfaction

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Feedback

Analysis & Design

Feedback

Client Requirements

Client Requirements

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CENTRAL COORDINATION UNIT

Management / M.R
Summarised MIS

Reports

Monitoring of Progress

CCU Progress Reports, MIS Reports etc Supervision Consultant

SPV

Review of EPC Work Plan

Commencement of Work by EPC

COMPLIANCE UNIT
Management Audit Reports & Non compliance

CU

Technical Quality Audit including Review of SPVs compliance to Contractual agreements, Check Quality of work executed, Progress of work, Safety audit at site etc

SPV

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SPECIAL PURPOSE VEHICLE (SPV)

Management / M.R

Finance/ Secretarial/ H.R

Project SPV (Formation)

Design & drawings from Design & Development Unit

Outsourced Activities *

EPC/ Contractor

Supervision Consultant

Project Completion Certificate/ Commercial Operation Date

Operation & Maintenance

Tolling operation (if applicable)

Transfer Certificate from Independent Consultant

Handover to Client

Vesting Certificate from Client

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Review Meetings with Client/ Independent Consultant/ Supervision Consultant/ Management

Progress Review

Feedback

Progress Review

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HUMAN RESOURCE & ADMIN, FINANCE & SECRETARIAL

Management / M.R

Human Resources & Admin

Finance

Secretarial

Receipt of Travel Requisition, Resource Request & Manpower Request

Selection of Funding Agency

- Arrange Board /
Shareholders Meetings Registration of Company/ SPV with RoC - Secretarial / Legal issues related to disinvestments/ acquisitions etc

Feedback

Feedback

Feedback

Induction training

Lenders Agreement for SPV

Employee Communication

Fund Flow as per Agreement

Communication with Outsourced Legal Service Provider

Training Plan & Records

Release of Funds to SPV

Performance Appraisal

Monitoring of Progress

Lenders Visit as Applicable

Maintaining & Upgrading all Company Compliances

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5.5.2

Management Representative

Top management has appointed members of management who, irrespective of other responsibilities, shall have responsibility and authority that includes: Ensuring that processes needed for the Quality Management System are established, documented, implemented and maintained. Reporting to top management on the performance of the Quality Management System and any need for improvement, through management review meeting and ensuring the promotion of awareness of Client/customer requirements throughout the organisation. The responsibility of M.R includes liaison with external parties on matter relating to the QMS.(For detailed responsibilities and authorities, refer Cl 5.5.1) Deputy M.R and Assistant M.R have been appointed to assist M.R and take necessary decisions related to implementation of Quality Management System.

5.5.3

Internal Communication

Top management ensures that appropriate communication processes are established within the organization and that communication takes place regarding the effectiveness of the Quality Management System. Internal communication chart of a team deals with 3 types of communications - first within the team, second with other teams in ITNL and third, with external parties. Some modes of internal communications are inter office memos, notice boards, e-mails, fax messages, reports, records etc. Refer internal communication chart, available with the respective sections, for details on document related communication between all sections. For any project after mobilization of the site team, communication is decided for reporting details of the project to the management for necessary action. File numbering system is established for communication related to projects and that of Head office files.

5.6
5.6.1

Management Review
General

Top Management reviews the QMS once in every three months to ensure its continuing suitability, adequacy and effectiveness. This review includes assessing needs for improvement and changes to the Quality Management System, including the quality policy and quality objectives. Records for management reviews are maintained by M.R.

5.6.2

Review Input

The input to management review includes:

Information on findings of Internal ISO & technical quality and safety Audit.

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5.6.3

Data on process and service conformity of all the projects. Preventive and Corrective action records presented by each process. Data on follow-ups from previous management reviews presented by M.R. Any changes in documents and systems affecting the QMS are discussed for approval. All Process Owners give their recommendation for improvements to M.R. Top management reviews needs for any changes in the Quality Policy and objectives. All projects review details and advisory related service details are discussed in the MRM.

Review Output

The output from the management review includes decisions and actions related to

Improvement and effectiveness of the QMS and its processes based on the Data Analysis. Improvement of services with respect to Client/customer requirement on the basis of Client/customer feedback. Identification & approval of resource request. Decisions taken for improvements in the processes and realization of services.

All the outputs are listed by the M.R. in the minutes of M.R.M. and communicated to respective process owners.

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6. RESOURCE MANAGEMENT

6.1

Provision of Resources

The resources needed to develop, implement and continually improve the processes of the QMS and to address and enhance client/customer satisfaction are determined and provided in a timely manner to ensure requirements are met.

6.2
6.2.1

Human Resources
General

Personnel performing work affecting product quality are competent on the basis of appropriate education, training, skills and experience. H.R. unit ensures availability of desired competency during the selection process. Top management decision is final and binding for all the posts.

6.2.2

Competence, Awareness and Training

The organization determines the necessary competence for its employees performing work affecting service quality & select people accordingly. Training is also provided in relevant areas as identified by respective Process owner for their team members to improve awareness and competence. Competent Employees are selected at the time of employment & are given on the job training. Refer to the competency chart for details of the competency of the employees. The organization also evaluates the effectiveness of the action taken by reviewing records of the management review meeting. M.R. ensures that employees are aware of the relevance and importance of their responsibilities and how they contribute to the achievement of the Quality Policy & objectives by conducting Internal Quality Audits. HR maintains records of education, training, skills and experience of all employees till they are in the service of the organisation. Induction training is given to all new staff and records are maintained by H.R. All staff are given job responsibilities and are made aware of the documented system they are required to follow by the respective process owner. Employee Hand Book indicates basic rules and regulations related to all staff. This manual is updated by H.R. section after receipt of approval from board of directors.

6.3

Infrastructure

The organisation determines, provides and maintains the infrastructure needed to achieve conformity to client requirements. Infrastructure includes buildings,

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workspace and associated utilities. For communication ITNL has EPABX system, Computers & backup server, Fax Machines, e-mail and courier. Top Management ensures that adequate infrastructure is available to achieve the desired results / quality objectives. Details of infrastructure related to Head office are maintained by HR and Administration and that related to site is maintained by Project In charge. Site related infrastructure covers site office with necessary communication facilities, Guest-house, Provision of PPE to site staff etc.

6.4

Work Environment

The organisation determines and manages the work environment needed to achieve conformity to project requirements. Factors, such as illumination, are controlled at work places. First Aid Box & fire extinguisher etc. are provided at required places. Work environment is provided in such a way that factors like Heat, light & pollution are in a controlled state. Each site maintains records of accidents and follow-up action taken. Safety training is given to all staff members. For the safety of road users and staff working at O&M site following facilities are provided: 1. Towing Crane 2. Ambulances 3. Patrolling Vehicles 4. Safety Cones 5. Barricades 6. Control room with I.T facilities. At O&M stations Ambulance containing following facilities is kept ready for handling medical emergencies. 1. Oxygen cylinder 2. Stretcher 3. First Aid Box 4. Patient monitoring system Insurance policies are obtained as per the terms of contractual agreements.

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7. SERVICE REALIZATION
7.1 Planning of Service Realization

ITNL plans the processes needed for service realization. Planning of project realization is consistent with the requirements of the other processes of the Quality Management System (see 4.1) The organisation plans and determines the Quality objectives and requirements for the specific projects as per contract review and contract conditions specified by the Client/customer. The organisation offers three types of infrastructure project based services 1. Project Development. 2. Operation, Maintenance and Tolling. 3. Advisory services. Planning is applicable mainly to manpower, material, infrastructure, finance and other services required for completion of project. Work plan is prepared indicating major milestones and time and manpower required for achievement of the same. SPV updates progress of work at site and reports the same to Head Implementation/ CCU in the form of weekly and monthly reports. EPC contractor/Contractor ensures the timely completion of work as per the contractual agreement. Required monitoring, inspection and quality control tests specific to the products of the project activities are reported by EPC contractor/contractor in their own formats and are approved by the SPV. Criteria for product/ material/ service acceptance are specified in Work/ Purchase Orders/ agreements and work/ purchase orders given to the approved suppliers for supply of material and services. For all the quality norms to be followed in the work, Quality Assurance Plan is approved and given to the EPC contractor for adherence. Material planning is done by the EPC contractor and funds are released by finance team on the Head Implementation/ Project Incharges recommendation as per the work executed/ agreed terms and conditions. Manpower planning is done by Head Implementation in consultation with SPV Implementation Project Incharge for Implementation sites & O&M coordinator for projects under O&M, based on the competency and availability of employee details for jobs related to construction management and O&M Projects. Manpower planning for Advisory services is done through the respective process units as per the scope of the contract. SPV is formed and relevant responsibilities are given to them for execution of the project. Supervision consultant is appointed depending upon the specific project requirements. For planning of funds, finance team will select the finance partner and monitor the cash flow as per the progress of project.
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Service realization process is ensured as per contract conditions. For details Refer QSP for Project Realization.

7.2
7.2.1

Client and Customer Related Processes

Determination of Requirements Related to the Project

ITNL determines requirements specified by the customer/client through Invitation of Tender notice/ Expression of Interest or private enquiries. Statutory and regulatory requirements related to the products /services determined by the Bid documents are reviewed before deciding to submit offer. This is done by reviewing enquiries. Business Development Unit reviews and refers to various industrial magazines and is in touch with the leading infrastructure companies in private and Govt. sector for determining requirements related to infrastructure projects.

7.2.2

Review of Requirements Related to Project

ITNL reviews the requirements related to the projects before submission of offer or quotation. This review is conducted prior to the ITNLs commitment to the customer/client (e.g. acceptance of contracts or orders, acceptance of changes to contracts or orders/ bid documents) During the contract review stage project requirements are defined, requirements differing from those previously expressed are resolved, and the LOI/ Work order is accepted accordingly. Amendments related to scope of work is indicated to the client as per the contractual terms. Contract review of projects is done by the BDU and technical review and estimation is done by the D&D unit. Site surveys and design calculations are done by the D&D unit in accordance to drawings and specifications given by the client. Where service requirements in the project are changed, ITNL ensures that change of scope is amended and relevant people are made aware of the changed requirements.

7.2.3

Client and Customer Communication

ITNL determines and implements effective arrangements for communicating with clients/customers at different stages of work which are as indicated below.

Requirement related to PRE-BID stage

Government agency or private party invites tender for works identified by them through a competitive bid process. Project parameters are analyzed based on traffic studies and technical studies. Based on the studies viability of the project is analyzed. If project is found to be viable, then company would bid for the project.

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On receipt of L.O.I/ Work order

BDU confirms receipt of order through contract review and then details of project communication is given to Head Implementation/ CCU for further execution. On receipt of LOI from client ITNL submits its LOA.

On completion of Project
On completion of project, handing over report is prepared as per the contract agreement. For all completed projects, client feedback is obtained through SPV or directly by BDU in case of Advisory services.

7.3

Design & Development

ITNL is involved in the design process. The management may alternatively decide to outsource the Design and drawing related services for projects to the EPC contractor or to an approved consultant. D&D unit handles all design/ drawing related activities as indicated below.

7.3.1

Design & Development Planning

At planning stage, design concept is formulated based on the data collected from the Client/customer and site survey reports. Stages involved are at quotation, order acceptance & process. Design calculations are verified and approved. Designer is responsible for planning of design activities and D&D head is authorized for taking decision on the same. Design interfaces with other processes through specification and drawings given for execution/implementation of the project.

7.3.2

Design & Development Inputs

Functional & performance requirements related to product or services for all project work are collected during bidding stage in the form of drawings, specifications or through site visits and site survey reports. Statutory & regulatory requirements related to project work are in the form of IS / international specifications described by the Client at the enquiry/tender stage. Design basis of all the previous jobs is maintained in the Design section for ref purpose for future use in similar applications.

7.3.3

Design & Development Outputs

Design outputs are in the form of drawings, reports and specifications released for approval of Client. Bill of quantities are worked out based on project specifications. Specifications for all material is defined in work order, based on the details indicated in the Bill of Quantities/specifications/drawings.

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Safe working conditions related to projects are integral part of Contract Agreement.

7.3.4

Design & Development Review

Design reviews are carried out as and when required by SPV during implementation of project. Review of Quality Assurance Plan & results of incoming inspection is done to ensure design requirements are being followed in implementation. Relevant reports are reviewed for checking compliance with respect to the design specifications before submission to the Client.

7.3.5

Design & Development Verification

Design verification is done by D & D Head and the records of this verification are maintained by D&D Unit. Design verification is also done through the results of site reports.

7.3.6

Design & Development Validation

Design validation is done by reviewing records of As-built drawings & Bill of Quantities prepared at final stage of project completion.

7.3.7

Control of Design & Development Changes

Changes in Design or reports are identified by stating revision number on drawings and design along with the reason for revision. Engineering change note is prepared to indicate details of changes proposed and approval status for the same is maintained by the D&D unit .

7.4
7.4.1

Purchasing
Purchasing Process

All process owners maintain list of approved suppliers based on their requirements and past performance. Agencies for EPC contract are selected by BDU in consultation with the top management before/after the submission of offer/ Bid for a particular project. Suppliers for O&M works are selected by O&M Head/ O&M Coordinator in consultation with top management, based on the requirements of the project. Suppliers related to advisory services are selected as per the scope of work and delivery schedule of the project. Supplier registration form is used to approve new suppliers as per the requirements of the project. For EPC related project, all the major raw material required for construction and installation work is purchased directly by the selected EPC. The type and extent of control applied to the

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supplier and the purchased product is dependent on the effect of the purchased product on subsequent service realization or the final product. All the Products/services are purchased from approved suppliers. ITNL evaluates and selects Project related EPC/O&M/Design suppliers based on their ability to supply their service in accordance with the ITNLs requirements. Details of such requirements are indicated in the Work/Purchase order given to supplier or MOU given to the Contractor. Criteria for selection, evaluation and re-evaluation are established internally. Records of the results of such evaluations and any necessary actions arising out of it are maintained. Suppliers are rated as per the supplier-rating format. Rating is given to all suppliers whose performance is directly or indirectly affecting the quality of the end product/services. Criteria for material acceptance from suppliers is indicated in the Work/Purchase Order. Selection of service providers is based on the supplier ratings/ registration details. Terms and conditions for the services are indicated in the work/purchase orders issued to them. Site related material and service providers are selected by the Project Incharge as per the needs of the project.

Refer List of suppliers and supplier rating form for details.

7.4.2 Purchasing Information

Purchasing information describes the following features with respect to the material/product/service being procured, as applicable:

Description of the product/material/service Requirements for approval of product Procedure for procurement Specifications Acceptance criteria Preferred makes Delivery details and Payment terms and conditions

All material required for projects is purchased by the EPC contractor/contractor as a part of the contract and they ensure quality and delivery of the same is in accordance with the Conditions of the contract.

7.4.3

Verification of Purchased Product

ITNL implements the inspection activities necessary for ensuring that purchased product /service meets specified purchase requirements.

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Project related material is purchased by the EPC Contractor/Contractor and is inspected by SPVs Material Engineer. Material test reports and Lab results submitted by the EPC contractor are reviewed by the SPV team members. For material purchased by ITNL on behalf of the contractor, the same procedure as detailed above is adopted. Service providers work verification is done by comparing the quality of offered service to that specified in the work/ purchase order and its impact on the project work. Head office related service quality is verified by the individual process owners. In case any material is rejected at site, then rejection note is prepared by the SPV indicating reason for rejection and is communicated to the EPC Contractor for suitable disposal. Results of verification of the product and services are used to update the supplier rating and decision for development of new suppliers is taken accordingly.

7.5
7.5.1

Project Works and Service Provision

Control of Project Works

ITNL offers the following three types of project-based services: 1. Project Development 2. Operation, Maintenance and Tolling 3 Advisory services Project work is controlled through control of manpower, material, suppliers providing services, proper monitoring and measuring instruments.

Control of material
Material used for project works is inspected on sample basis as per specifications. It is also reconfirmed for quality requirements by sending the sample to a third party laboratory for verification as per standards.

Control of manpower
Manpower competency of ITNLs staff is reviewed before selection. Details of key members of EPC/O&M/Advisory service contractor are reviewed for ensuring the desired level of competency to complete the work in time and as per required quality norms.

Control on infrastructure
Infrastructure used by the EPC/O&M contractor and service provider for advisory services is monitored for the desired performance by the SPV/D&D team and suitability is verified by reviewing the site/ work progress and comparing it to the agreed schedule/work plan.

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Control on monitoring instruments and equipments

The instruments of EPC/O&M Contractor are used for measurement and monitoring purpose as per standard contract conditions. To ensure accuracy of the monitoring instruments calibration plan is worked out and it is ensured that all instruments and equipments are calibrated as per the plan before carrying out the measurements.

Control of funds
For control of funds, cash flow statements are prepared as per contractors work program and the budgetary provisions. Funds are released proportionate to the progress achieved. Progress reports indicating activities completed, in progress and those under hold are furnished to the management.

Control on Drawings and documents

Drawing and Document control is ensured by the respective process head by appropriate stamping and marking of documents. Relevant records are maintained and updated as and when required. Documents such as reference codes and standards are listed and updated with their latest revisions. All drawings and design calculations are given identification numbers and revision status is indicated to ensure usage of correct drawing and document. Old drawings and documents stamped as Obsolete are removed from the site by the project team members of SPV. If stamped as superceded, documents are retained at SPV. Software used for design and drawings is validated at regular intervals for accuracy.

Control on work safety

All employees are trained for the work safety. It is ensured that Personnel Protective Equipments to all site staff relevant to their operation /work are issued by EPC/O&M Contractor. First Aid box is kept at all sites and expiry dates of the medicines are monitored before its usage. For O&M works Ambulance containing all the necessary medical facilities is kept ready for emergency purpose. Accidents are recorded and reviewed by the process heads to take necessary actions. Fire extinguishers and fire fighting devices as necessary for the project works are kept ready at all sites and timely refilling of the same is ensured.

Control on material and service providers

All service providers selected by ITNL are given work orders / purchase orders indicating quality of service desired and the same is monitored by the SPV team at site and CCU at Head office.

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Services provided by the EPC contractor/ O&M Contractor/ Supervision consultant are verified by SPV team in consultation with the Project Incharge and the Client. Control on material and service providers for ITNLs scope of work is through the work/ purchase orders and supplier rating form. At site all activities are carried out only after issue of approvals from the Clients team members to avoid rework and delays in the work.

7.5.2

Validation of Processes for Project Works

All process validation is monitored through achievement of quality objectives and target (if applicable) given to each process by the management.

7.5.3

Identification and Traceability

Material identification and traceability

Site material is identified by the EPC/O&M contractor as per the specifications given in the Contract. Rejected material is removed from the work place. Material received is stored at site by EPC/O&M Contractor giving necessary identification and traceability and records for receipt and issue are kept in stock register.

Document identification and traceability

Drawings, specifications, DPR and documents received are indexed and old revisions are marked as Obsolete/Superceded and stored separately. Material test reports, calibration certificates and Lab results are maintained till completion of work by the EPC/ O&M contractor.

Infrastructure identification and traceability

Installation and test equipments used by the EPC /O&M Contractor are identified and are checked for preventive maintenance. Machines under maintenance are tagged accordingly.

Manpower identification and traceability

Site team members are identified as per the job allocation done by the Project Incharge. EPC Contractors employees are identified by their list of employees. Records of contractors employees are maintained by the Administration team of EPC.

7.5.4

Client/Customer Property

Client/customer Property is the Bid/ Contract document received with the bid as applicable to the individual project. Details of Client/customer property are recorded by the SPV/ BDU/ D&D section and are preserved till the completion of project.

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7.5.5

Preservation of Product

Preservation of Documents and drawings

This is done at SPV Level and the D&D office for relevant documents. Preservation of document in Hard/ soft copy are as per the instructions given by the process owner.

Preservation of project planning and monitoring reports

This is the responsibility of SPV & CCU at head office. CCU will send all the records received from SPV back to them for preservation on completion of project work. Records are stored as specified in Master List of Records.

Preservation of material This is done by the store-keeper of EPC/O&M Contractor as per the guidelines indicated in the contract. Locations are planned for proper preservation and records of incoming and issue of material for site works are kept in stock register. Items with shelf life are tagged accordingly and are re-inspected before issue.

7.6

Control of Monitoring and Measuring Devices

For all Project works, ITNL uses calibrated instruments provided by EPC Contractor/ O&M /D&D service provider. Calibration is carried out as per the calibration plan prepared by the respective agency and approved by SPV/ D&D. Records of calibration are kept by the EPC Contractor/ O&M /D&D service provider in the form of calibration certificates. Calibration status sticker indicates the date of calibration and next due date for further calibration. Instruments which are used for conducting surveys and for Design calculations are calibrated as per the calibration plan and records are maintained in the form of calibration certificates. Old calibration certificates of own instruments are kept for reviewing instrument performance and taking decisions for purchasing new ones.

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8. MEASUREMENT, ANALYSIS AND IMPROVEMENT

8.1 General

Conformity of Project works

For conformity of the product/services related to all projects, incoming inspection is carried out. To conform that product meets specified requirements, third party test certificates are collected from the suppliers. To demonstrate conformity on a continual basis, all the suppliers are rated at regular intervals by process owners. Conformity during execution of work is verified by the field test results and timely completion of work as per the contractual agreement. Advisory service related work is confirmed through the evaluation of customer & client feed backs and by analysis of complaints.

Conformity to QMS To ensure conformity of the Quality Management System internal quality audits are carried out at planned intervals & results of the same are analyzed in the management review meeting, based on which necessary actions are taken to achieve continual improvement. Records of control of non-conforming products & feedback on Client & Customer satisfaction are used to assess the conformity of QMS on a continual basis. Improvement of QMS To continually improve the effectiveness of the Quality Management System statistical data related to the performance of suppliers, Client & Customer complaints, audit results & inspection results is collected & decisions are taken to ensure that quality objectives are achieved & are improved on a regular basis.

8.2
8.2.1

Monitoring and Measurement

Client & Customer Satisfaction

As one of the measurement of the performance of the Quality Management System, ITNL monitors information relating to Client & Customer perception as to whether Client & Customer requirements have been met. The methods of obtaining and using Client/customer complaints & Client/ above data are maintained by CU/ SPV kept at all site locations and details meeting. this information are records & review of Customer feedback. Statistical details of Team. Client/customer complaint register is are reviewed in the management review

On receipt of Client & Customer feedback, area for improvements are noted and necessary actions are planned accordingly. In case written feedback is not possible then verbal feedback is obtained by the Project Incharge to understand the level of Client & Customer satisfaction. Client feedback is obtained related to response, timely completion of work, competency of manpower, quality of services, drawings and documents, safety
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standards maintained and compliance to statutory needs related to respective project. Client feedback is obtained at the end of the project by the SPV/D&D team and forwarded to M.R. at head office with proposed corrective actions. Customer feedback is obtained from road users of all the O&M projects on the riding condition, safety, road side facilities and other specific features of the road and analysed on a quarterly basis to arrive at satisfaction levels.

8.2.2

Internal Audit

ITNL conducts internal audits once in every three months to determine whether the Quality Management System conforms to the planned arrangements (see 7.1) and to the requirements of this International Standard and to the Quality Management System requirements established and is effectively implemented and maintained. ITNL also conducts Technical Quality & Safety Audits atleast twice a year for O&M projects and once every quarter for SPV Implementation projects to check the quality of work executed and to ensure that the quality of the works being executed are in line with the client requirements and adhere to the high standard of works maintained at ITNL. Internal audit schedule is planned, taking into consideration the status and importance of the processes and areas to be audited as well as the results of previous audits. The audit criteria, scope, frequency and methods are defined. Selection of auditors and conduction of audits ensures objectivity and impartiality of the audit process. Auditors do not audit their own function. The organization has internal auditors and one external auditor as a team member to ensure impartial audit. The responsibilities and requirements for planning and conducting audits, and for reporting results and maintaining records (see 4.2.4) are defined by M.R. The management responsible for the area being audited ensures that actions are taken without undue delay to eliminate detected nonconformities and their causes. Follow-up activities include the verification of the actions taken and the reporting of verification results (see 8.5.2) Results of audits are entered in observation sheet & in NCR. All the results of the internal quality audit are reviewed in the MRM. M.R. will review repeat NCRs and arrange training accordingly.

For details ref. QSPInternal Quality Audit.

8.2.3 Monitoring and Measurement of Processes

ITNL has established methods for monitoring systems such as incoming inspection of items, performance evaluation of Suppliers and, applicable measurement of the Quality Management System processes such as internal quality audits, usage of statistical data & management review meetings.

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All process measurements are done in the form of achievements of their quality objectives in line with the objectives set out by the top management. Records of achievement of quality objectives demonstrate the ability of the processes to achieve planned results. When planned results are not achieved, correction, corrective actions and preventive actions are taken, as appropriate, to ensure conformity of the project works. Until all the specified activities mentioned in procedure have been satisfactorily completed or unless otherwise approved by the Client, execution of works is not permitted.

Refer 4.1 for further details.

8.2.4 Monitoring and Measurement of Project Services

ITNL monitors and measures the progress of project by reviewing Work Plan to verify that contractual requirements have been met. In project works, most of the materials are supplied by the EPC/ O&M contractor and products or material monitoring is done by them through various tests conducted as per the approved Quality Assurance Plan. Individual product and material inspection is carried out to check its conformity as per the acceptance criteria indicated in the Work/ Purchase Order. Service details are verified by reviewing compliance to work orders. For evidence of conformity the acceptance criteria specified in Work order/P.O. / relevant document(s) is confirmed by carrying out necessary checks. Records are maintained to indicate the person(s) authorizing release of Product (see 4.2.4). Project works at site will not proceed until the planned arrangements (see 7.1) have been satisfactorily completed, unless otherwise approved by a relevant authority and, where applicable, by the Client. Records of test reports are maintained in individual project files. Individual project monitoring is done mainly for three aspects a) Timely completion of work as per the plan and b) Client /customer satisfaction, and c) Completion of work within budget.

8.3

Control of Non-Conforming Project Work

ITNL ensures that product and services, which do not conform to specified requirements, are identified and controlled to prevent its unintended use. The controls and related responsibilities and authorities for dealing with nonconforming products are defined in a documented procedure. ITNL deals with nonconforming product/service by taking action to eliminate the detected nonconformity in one or more of the following ways: A) Nonconforming products/material /Services at the incoming stage are returned to the supplier stating the reason for rejection. During the execution stage if

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quality of works is found to be non-conforming then it is ensured that rework is done to meet the specified requirements. B) Non-conforming products /services at final stage: Rework is done and details are maintained in CA/PA form and such report is kept identified till further decision is taken by process owner. When nonconforming product is corrected it is subject to re-verification to demonstrate conformity to the agreed requirements. When nonconforming report is detected after delivery or use has started, ITNL takes action appropriate to the effects, or potential effects, of the nonconformity.

For details refer QSP Control of Non-conforming Products/services.

8.4

Analysis of Data

Data is effectively collected and analysed to determine 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 includes data generated as a result of monitoring and measurement and from other relevant sources. Data obtained from all appropriate sources is used to determine the effectiveness of the Quality Management System and for identifying opportunities for continual improvement. The analysis is used to provide information relating to, Client and Customer satisfaction, Conformance to Client & Customer requirements, Conformance to Quality Management System procedures and objectives, Opportunities to improve Quality Management System.

8.5
8.5.1

Improvement
Continual Improvement

The Quality Management System is intended to guide and improve the ability to consistently provide services that meet client, statutory and regulatory requirements and increase client satisfaction. Improving the performance of the Quality Management System will improve the organisations ability to meet its requirements. The primary focus is to provide excellent workmanship that meets client requirements in a timely, cost effective and safe manner. However, when mistakes or errors occur, action is taken to correct the condition.

8.5.2

Corrective Action

Each Individual employee is required to identify, document and resolve problems

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that have occurred as a result of nonconformance, client reports, management system and other conditions. The root cause of the problem should be determined and appropriate corrective action to be taken. These actions are documented in the nonconformance report. The action shall be monitored to ensure its effectiveness. The documented procedure for corrective action defines requirements for: Identifying and reviewing nonconformities including customer complaints Determining the causes for nonconformities Evaluating the need for actions to ensure that nonconformities do not recur Determining and implementing the corrective action needed Recording results of action taken Reviewing effect of corrective action taken.

Refer: QSP for Corrective Actions

8.5.3 Preventive Action

Documented procedures have been established and are maintained for implementing preventive action to eliminate the causes of potential nonconformities in order to prevent occurrence. ITNL aims at prevention and improvement in the System. The organization looks for opportunities in services, processes and systems, including the Quality Management System, and capitalize on opportunities to improve based on the findings of internal and external audits as well as information and ideas provided by employees, suppliers and clients/customers. The documented procedure for preventive action defines requirements for: Identifying potential non-conformities and their causes Evaluating the need for action to prevent occurrence of non-conformities Determining and ensuring the implementation of action needed Recording results of action taken Reviewing effect of preventive action taken.

Refer: QSP- Preventive Action

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