Quality System Procedures-01.04.2015 - ccclindia.inccclindia.in/QMS/Quality System...

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Quality System Procedures

Revised on : 01.04.2015

CONSOLIDATED CONSTRUCTION CONSORTIUM LIMITED

Registered Office : # 5, Second Link Street, C.I.T. Colony,

Mylapore, Chennai - 600 004,

Phone No.:+ 91 44 2345 4500, Fax:+ 91 44 2499 0225

E-mail:[email protected]

REGIONAL OFFICES :

CHENNAI # 13, West Sivan Koil Street, Vadapalani, Chennai 600 026 Phone No.: +91 44 2345 4600 / 01 & 23652901 Fax : +91 44 2365 2906 / 07 E-mail : [email protected] HYDERABAD # B16, Vikrampuri Colony, Vikrampuri Secunderabad - 500 009 Phone No.: +91 40 2784 2681 Fax : +91 40 2784 2668 E-mail: [email protected]

BANGALORE # 173, 3rd Main Road, Dollars Layout 4th Phase,J P Nagar Bangalore - 560 078. Phone No.: +91 80 2511 6000 Fax no:+91 80 2658 4430 E-mail: [email protected]

2

Proc. No.: --

Revised on : 31.05.2010

Quality System Procedures Prepared by: K.Sukumar, M.R Approved by: S.Sivaramakrishnan, M.D Issued by: K. Sukumar, M.R ISO 9001:2008 Clause

Reference : ---

Table of contents

Proc. No.

Title Rev No. Last change on

-- Table of Contents 1 06.06.09

-- Amendment Record 3 31.05.10

-- Introduction Tableofcontents 1 06.06.09

-- Responsibility Matrix 0 --

P0401 Document Control 1 09.03.10

P0402 Control of Drawings and Standards 0 --

P0403 Control of Records 0 --

P0501 Product Quality Planning 0 --

P0502 Management Review 0 --

P0503 Measurement & Monitoring of Quality Objectives 0 --

P0601 Provision of Resources 0 --

P0602 Competence and Awareness 0 --

P0603 Training 0 --

P0701 Planning of Product Realization 0 --

P0702 Customer Related Processes 0 --

P0703 Design and Development 2 31.05.10

P0704 Purchasing 0 --

P0705 Supplier Evaluation 0 --

P0706 Verification of Purchased Product 0 --

P0707 In process and Final Inspection 0 --

P0708 Equipment Maintenance 0 --

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Proc. No.: --

Revised on : 06.06.2009


ISO 9001:2008 Clause Reference : ---

Table of contents

Proc. No. Title Rev No.

Last change on

P0709 Identification and Traceability 0 --

P0710 Customer Property 0 --

P0711 Preservation of Product 0 --

P0712 Control of Monitoring and Measuring Equipment 0 --

P0801 Measurement Analysis & Improvement 0 --

P0802 Customer Satisfaction 0 --

P0803 Internal Audit 1 06.06.2009

P0804 Monitoring and Measurement of Product 0 --

P0805 Control of Non Conforming Product 0 --

P0806 Analysis of Data 0 --

P0807 Continual Improvement 0 --

P0808 Handling of Customer Complaint 0 --

P0809 Corrective Action 0 --

P0810 Preventive Action 0 --

4

Proc. No.: --

Revised on : 09.03.2010


Sub: Amendment Record Sheet ISO 9001:2008 Clause

Reference : ---

Proc. No. Date of Revision

Nature of Revision Reason for Change

-- 06.06.2009 In cl.1.03 deleted “Safety Manual” after”….QP”.

As company has gone in for IS 18001 certification, safety is covered by different manual.

-- 06.06.2009 In cl. 4.04, deleted “Safety Manual” after”….QP”.

As company has gone in for IS 18001 certification, safety is covered by different manual.

P0803 06.06.2009

In cl.4.02, added “However….basis.” after ” … quarterly basis.”

As per requirement.

P0401 09.03.2010

In cl.4.01.7 deleted ” ..in compact… sites.” After “ Documents” and inserted “ .. are …in”.

As per requirement.

P0401 09.03.2010

Deleted “..and issued …manner.” After “ Documents” and inserted ”hosted …website.”

As per requirement.

P0703 09.03.2010 In cl. 4.04.1 added “/ DES.M.” after “…MD”

As per requirement.

09.03.2010 In cl. 4.05.1 added “ / DES.M.” after “..M.D.”

As per requirement.

P0503 31.05.2010 Remove in Sl.No.5 measure”% of tenders…” with target

As per requirement.

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“Not more than 3%”

P0703 31.05.2010 In cl. 4.05, deleted” / Validation” after “…Verification”.

As per requirement.

(Back to Table of Contents)

Proc. No.: --

Revised on : 09.03.2010


Sub: Amendment Record Sheet ISO 9001:2008 Clause

Reference : ---

Proc. No. Date of Revision

Nature of Revision Reason for Change

31.05.2010

Deleted “…& Validation are” after “…Verification” and added “is” after “… Verification”.

As per requirement.

P0703 31.05.2010 Added “Design Validation” as a separate clause.

As per requirement.

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Proc. No.:--

Revised on : 06.06.2009


Sub: Introduction (Back to Table of Contents)

ISO 9001:2008 Clause Reference : --

7

1.00 STRUCTURE

1.01 The structure of Quality System Procedure corresponds to the table of contents and contains

various procedures pertinent to the applicable clauses of ISO 9001:2008.

1.02 Each procedure is provided with company logo and details of procedure title, procedure

number, prepared by / reviewed by, approved by, revision number, date and page number.

1.03 A folder containing files of QM, QSP, WIS/WP/SOP, QP and QMS Formats is hosted in the

employees’ portal as “read only” documents and can be accessed by employees by logging

into the portal.

2.00 ABBREVIATIONS

2.10 Following abbreviations are used in this QSP for easiness of documentation :

2.11 QM - Quality Manual

2.12 QSP - Quality System Procedure

2.13 CCCL - Consolidated Construction Consortium Limited

2.14 CEO - Chairman & Chief Executive Officer

2.15 MD - Managing Director

2.16 DIR(O) - Director(Operations)

2.17 MR - Management Representative

2.18 SH - Sector Head

2.19 PM - Head - Project

2.20 R. M - Regional Manager

2.21 PRO. M - Head - SCM

2.22 SE - Site Engineer

2.23 TEN.M - Head - Tendering

2.24 BOM - Bill of Material

2.25 RCC - Reinforced Concrete

2.26 VP– F - Head - Finance

2.27 WIS - Work Instructions (Back to Table of Contents)

Proc. No.: --

Created on : 05.03.2009


Sub: Introduction (Back to Table of Contents) ISO 9001:2008 Clause

Reference : ---

8

2.28 SOP - Standard Operating Procedure

2.29 BIS - Bureau of Indian Standards

2.30 DES.M - Head - Design

2.32 QA - Quality Assurance

2.33 HRM - Member – Human Resources

2.34 QMS - Quality Management System

2.35 GE - Graduate Engineer

2.36 DE - Diploma Engineer

2.37 NCR - Non Conformance Report

2.38 L x B x H - Length x Breadth x Height

2.39 CAPA - Corrective Action & Preventive Action

2.40 DC - Delivery Challan

2.41 PLG.M - Joint Manager – Planning

2.42 GM - Vertical Head

2.43 MTM - Member – Maintenance

3.0 SYNONYMS

3.01 Materials : Bulk Materials

3.02 Product : Building / Construction / Construction material

3.03 Approval : Acceptance

3.04 Verification : Inspection

3.05 Items : Building Items

4.00 APPROVAL AND ISSUE

4.01 QSP is prepared by M.R / approved by MD. Master Copy is retained in the computer system with a back up in a compact disc.


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Proc. No.: --

Revised on : 06.06.2009


Sub: Introduction (Back to Table of Contents) ISO 9001:2008 Clause

Reference : ---

4.02 Quality Management System documents are hosted in the employees’ portal

containing files of QM, QSP, WIS/WP/SOP, QP and QMS Formats and can be

accessed as “Read only” files by employees by logging into the portal.

4.03 Antivirus software is provided against virus attack.

5.00 AMENDMENTS

5.01 All amendments are carried out as per documented procedure for document control

and are approved by MD.

5.02 The details of amendment are recorded in the amendment sheet of the QSP.

(Back to Table of Contents

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Proc. No: --

Created on : 05.03.2009

Quality System Procedure Sub: Management Responsibility (Back to table of contents)

ISO 9001:2008 Clause Reference :5.5.1

Management Responsibility

Responsibility Matrix Proc. No. Document Title MD MR DIR(O) VP RM /

PC PM / RE TEN.M DES.M HRM MTM PRO.

M PLG.

M STORES OFFICER

1 Document Control C P C C C C C C C C C C C

2 Control of Drawings and Standards C C P

3 Control of records C C P C C C C C C C

4 Product Quality Planning P C C

5 Management Review C P C C C C C C C C C

6 Provision of Resources P C C C C

7 Competence and awareness C P C C C C C C C C C C

8 Training C P C

9 Planning of Product realisation C C P C C C

10 Customer related process C P p P P

11 Design and Development C P

12 Purchasing C C C C C P

13 Supplier Evaluation C P

14 Verification of Purchased Product P C

15 In-process and Final Inspection P

16 Equipment Maintenance C P

17 Identification & Traceability P C C C

18 Customer Property P C C

19 Preservation of Product P C

20 Control of monitoring and measuring Equipment

P C

21 Measurement, Analysis & Improvement P C C C C C

22 Customer Satisfaction C C C P C

23 Internal Audit C P C C C C C C C C C C C

24 Monitoring & Measurement of product P C C

26 Control of non conforming product C C P C C

27 Analysis of data C P C C C C C C C C C C C

28 Continual Improvement P C C C C C C C C C C C C

29 Corrective action C P C C

30 Preventive action P C C P – Primary, C – Contributory (Back to table of contents)

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Proc. No.: P0401

Revised on : 09.03.2010


Sub: Document Control (Back to Table of contents) ISO 9001:2008 Clause

Reference : 4.2.3 1.00 PURPOSE

1.01 To ensure that all documents which have an impact on quality are correct and

expressed in a suitable manner and pertinent copies are available when needed.

2.00 SCOPE

2.01 This applies to all quality system documentation and specifically to :

2.01.1 Quality Manual

2.01.2 Quality System Procedures

2.01.3 Work instructions / Work Procedures / Standard Operation Procedures

2.01.4 Quality Plans

3.00 RESPONSIBILITY

3.01 MR is responsible for the operation of this procedure.

4.00 PROCEDURE

4.01 APPROVAL AND ISSUE 4.01.1 All documents related to quality system are reviewed for correctness and

suitability. 4.01.2 The quality manual and quality system procedures are prepared /reviewed by

MR and approved by MD.

4.01.3 Work instructions / Work procedures are prepared by functional heads/ Quality Circle Teams and are approved by DIR (O) / functional Heads.

4.01.4 Documents are arranged in separate files as quality manual, procedures manual and work instructions / Work procedures / standard operating procedures.

4.01.5 Whenever there is an amendment, same is recorded in Amendment Record sheet. 4.01.6 Only Quality Manual Document in compact disc, marked as “uncontrolled copy” are

issued to outsiders when required. 4.01.7 Documents are published in employees’ portal as “Read only” documents and

employees can view the documents after logging in.

(Back to Table of contents)

12

Proc. No.: P0401

Revised on : 09.03.2010


Sub: Document Control (Back to Table of contents) ISO 9001:2008 Clause

Reference : 4.2.3 4.01.8 The documents of external origin, specifically drawings received from customers,

codes, standards, etc., are maintained as per documented procedures. 4.01.9 A list of BIS / relevant codes are maintained at a centralized location by the DES. M. 4.01.10 Any changes made in the QMS format by the customer specifically to their project

shall be deemed to be accepted. Such changes are not required to be amended

through document change request if they pertain only to customer’s specific project. 4.02 REVISIONS 4.02.1 When an inaccuracy is noticed or any addition / improvements are to be made in the

Quality Management System, such changes are bought to the notice of MR through a

Document change Request.

4.02.2 In case of technical matters , it is brought to the notice of concerned department heads through a Document Change Request, the change is reviewed by MR for making

relevant change in Quality Management System. 4.02.3 While reviewing, its effect on documents, systems and products are taken care of.

4.02.4 If the requested change is appropriate without any negative impact, the changes are

incorporated in the documents.

4.02.5 The revised documents are approved by MD / concerned Department Head and hosted

in the employees’ portal.

4.02.6 The nature of change is entered in the amendment sheet of each document.

4.02.7 Master List of Documents is maintained by individual departments and sites, for

documents maintained by any department / site.

4.02.8 All obsolete documents are kept till the defect liability period is over.

4.02.9 When documents / records are maintained in electronic media, they are protected by

“Password” identification” and anti-virus software.

5.00 RECORDS

5.01 Master List of documents F0401

5.02 Distribution List F0402

5.03 Document change request F0403.

6.00 REFERENCES

6.01 Quality Manual

6.02 Procedures for control of drawings, and standards QSP No. P0402. (Back to Table of contents)

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Proc. No.: P0402

Created on : 05.03.2009


Sub: Control Of Drawings And External Documents

(Back to table of contents) ISO 9001:2008 Clause Reference : 4.2.3

1.00 PURPOSE

1.01 To ensure that drawings and external documents are of current issue and

revision status and the circulation of such documents within CCCL / its

suppliers is controlled.

2.00 SCOPE

2.01 This covers all construction drawings, standards and customer supplied

drawings / specifications.

3.00 RESPONSIBILITY

3.01 DES.M for in-house designs and BIS codes.

3.02 PM /RE/ PC / SH for customer supplied drawings / documents.

3.03 PRO.M is responsible for outsourced processes specifications.

4.00 PROCEDURE

4.10 BUILDING / STRUCTURAL DRAWINGS / PROCESS SPECIFICATIONS

4.11 All in-house designed building / structural drawings are approved by MD.

4.12 Each drawing is provided with a drawing number and revision status.

4.13 In-house drawings are issued after affixing a seal to read as “GOOD FOR

CONSTRUCTION” after entering in the Issue Control Register maintained by

Design Dept.

4.14 Customer supplied drawings are ensured for “GOOD FOR CONSTRUCTION”

seal and entered in the customer supplied drawings register by PM/PE./RE

4.15 Whenever any change is required in the drawings due to customer

requirements or for improvement purpose, the change is intimated through

Drawing Modification Request.

4.16 Changes made in the in-house drawings are reviewed and approved by MD

and recorded in the drawing itself.

(Back to table of contents)

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Proc. No.: P0402

Created on : 05.03.2009




4.17 Changes made in the customer supplied drawings are reviewed for adequacy

by SH/PM/PE/SE.

4.18 Copies of revised drawings are issued to the recipients in a controlled manner and

old drawings are recalled and filed in the “Superseded drawings” file, at the site

office.

4.19 Whenever an obsolete drawing is to be maintained for further reference, it is

identified with seal “superseded” and is maintained for the required duration as

per record retention.

4.20 For all customer drawings one obsolete copy is maintained till defect liability

period / as mutually agreed with customer.

4.21 All CCCL drawings will be kept until defect liability period is over.

4.30 STANDARDS

4.31 A list of Indian Standards is maintained by DES.M indicating status.

4.32 Once in a year revision status of all the standards is verified with hand

books/publishers and documents are updated, wherever applicable.

4.33 As regards Standards which are not available readily photo copies can be taken

from Supplier or Customer or Bureau of Indian Standards and the same will be

verified by DES.M for its correctness and issued by M.R.

4.34 Copies of standards are to be issued within CCCL or its suppliers where required

after such copies are authorized by DES.M.

4.40 CUSTOMER SUPPLIED DOCUMENTS AND DRAWINGS

4.41 A register of customer supplied drawings and documents are maintained by

DES.M/PM / RE./PE


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Proc. No.: P0402

Created on : 05.03.2009



(back to table of contents) ISO 9001:2008 Clause Reference : 4.2.3

4.42 Customer is responsible for supplying documents of current issue and providing

revised documents / drawings.

4.43 When changes in the product specification / standard are intimated by the

customer, the changes are intimated to all functions through revised drawing /

specification.

4.44 Changes are reviewed and documents changed are listed in the drawing

transmittal note.

4.45 When a standard or code is updated / revised, the old documents are identified

as “OBSOLETE” and kept for reference by DES.M.

5.00 RECORDS

5.01 Register of in-house drawings F0404.

5.02 List of standards F0405

5.03 List of customer supplied drawings / documents F0406.

5.04 Drawing Modification Request Note F0407.

5.05 Drawing Transmittal Note F0408.

6.00 REFERENCES

6.01 Quality Manual

6.02 Procedure for document control QSP No.P0401.


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Proc. No.: P0403

Created on : 05.03.2009


Sub: Control of Records (Back to table of contents) ISO 9001:2008 Clause

Reference : 4.2.3 1.00 PURPOSE

1.01 This procedure intends to control records related to Quality Management System

and to make it available as and when required.

2.00 SCOPE

2.01 This applies to all types of records pertaining to the quality management system.

3.00 RESPONSIBILITY

3.01 MR is responsible for control of formats.

3.02 Department heads are responsible for collecting, indexing, filing, storing and

maintaining the records till the retention period as well as disposition of matured

records.

3.03 PMs are responsible for maintaining the records till project completion. Sector

Heads are responsible for maintaining the records after completion of project till

completion of defect liability period.

4.00 PROCEDURE

4.01 Formats for quality records are identified with format number, revision status and

revision date are provided when formats are revised.

4.02 Records are grouped project wise and maintained by concerned departments.

4.03 Where the record is in the form of register, it is identified by format number, title,

responsibility and department.

4.04 When records obtained from suppliers are necessary to demonstrate quality of

products, they are reviewed and maintained.

4.05 The retention periods and responsibility of retention are decided and recorded in

the master list of records.

4.06 Records are maintained by respective departments till the established retention

period.


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Proc. No.: P0403

Created on : 05.03.2009


Sub: Control of Records (Back to table of contents) ISO 9001:2008 Clause

Reference : 4.2.3 4.07 Records which have matured the retention period are segregated and disposed off.

4.08 Quality records are stored in place with adequate protection against deterioration /

loss.

4.09 When agreed contractually, quality records are made available to customer or

customer’s representative for evaluation.

4.10 When records are maintained in electronic media, precaution and protection

against mishandling / loss of data is ensured through passwords, provision of anti-

virus software and backups.

5.00 RECORDS

5.01 Master list of records F0409

6.00 CROSS REFERENCE

6.01 Quality Manual

6.02 Procedure for document and data control QSP No.P0401.


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Proc. No.: P0501

Created on : 05.03.2009


Sub: Product Quality Planning (Back to table of contents) ISO 9001:2008 Clause

Reference : 5.4 1.00 PURPOSE

1.01 To ensure that requirements of quality will be met at all stages of the construction

planning, construction delivery.

2.00 SCOPE

2.01 This covers all the activities carried out by CCCL and also sub contracted

processes.

3.00 RESPONSIBILITY

3.01 DES.M is responsible for the preparation of structural design and release of

approved drawing for Turn – key projects.and In-house job

3.02 PM is responsible for completion & delivery of construction.

3.03 PRO.M is responsible for the purchase of material and for the procurement of

processes.

3.04 P.M is responsible for the preparation of Bill of Material.

4.00 PROCEDURE

4.01 Once the project is accepted, the main requirements for the construction activity

are planned by considering the various functional & regulatory requirements of

the place decided by PM / SH./RM

4.02 Basic materials, processes, support activities, equipments required are decided by

PM.

4.03 For outsourced processes – Quality Plan and work procedure are received from

the vendor at the time of finalizing the order and the process when being carried

out is checked for conformity to requirements. Reports for conformity are obtained

from vendor.

4.04 Bill of materials is prepared and Material Requisition Notes are sent to Purchase

dept. / Procurement dept.

4.05 Any new equipment needed for the project for construction / inspection is also

considered by P.M.


19

Proc. No.: P0501

Created on : 05.03.2009


Sub: Product Quality Planning (Back to table of contents) ISO 9001:2008 Clause

Reference :5.4

4.06 Construction activities are carried out as per product realization procedure QSP

No. P 0701.

4.07 When the construction is in progress, problems if any are resolved then &

there and proceeded further.

4.08 Various BIS codes, quality plan, work instruction, work procedures, inspection

and test instructions are followed during construction.

4.09 All electrical work is given to sub contractors who are having appropriate

license, and work completion certificate is provided in the form of check list and

handing over report.

4.10 All sanitary and plumbing work is given to sub contractors on labour basis and

quality is ensured during process itself.

5.00 REFERENCES:

5.01 Quality Manual

5.02 All related quality system procedures.

5.03 Drawings / specification

5.04 Bill of materials

5.05 Check lists.


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Proc. No.: P0502

Created on : 05.03.2009


Sub: Management Review (Back to table of contents) ISO 9001:2008 Clause

Reference :5.6

1.00 PURPOSE

1.01 This procedure is aimed at systemizing the review of the Quality Management

System, by the management, to ensure its continuing suitability, adequacy and

effectiveness; Also aimed at assessing opportunities for improvement and the

need for the changes in the Quality Management System, Quality Policy and

Quality Objectives.

2.00 SCOPE

2.01 This covers the review of the quality management system in relation to the ISO

9001: 2008 standard as well as the company’s quality policy and quality

objectives.

3.00 RESPONSIBILITY

3.01 MR is responsible for the operation of this procedure

4.00 PROCEDURE

4.01 Management review is done by a team consisting of MD, DIR(O), MR ,RM, VP ,

CFO , RSH , Head Procurement, Tender ,and DES.M.

4.02 The Management Review is conducted once in three months.

4.03 In the Management Review the following are considered:

a. results of internal audit.

b. customer feedback / complaints.

c. performance and rework trend.

d. status of corrections, corrective and preventive actions.

e. follow up action of the previous review meeting.

f. current business trend and suitability of QMS.

g. recommendations for improvement.


21

Proc. No.: P0502

Created on : 05.03.2009


Sub: Management Review (Back to table of contents) ISO 9001:2008 Clause

Reference :5.6

4.04 Agenda for the review meeting is prepared by MR and circulated to team members

well in advance.

4.05 The decisions taken in the meeting are recorded in the minutes of management

review with the following

- suitability, effectiveness and improvement of QMS

- improvement of product related to customer requirements

- resource needs identification for improved performance

4.06 The decisions and improvement of actions required are minuted and circulated to

the persons responsible for implementation.

5.00 RECORDS

5.01 Agenda for management review F 0511

5.02 Minutes of Management Review F0512

6.00 REFERENCES

6.01 Quality Manual

6.02 Procedure for internal auditing QSP No.P0803

6.03 Procedure for corrective action QSP No.P0809

6.04 Procedure for preventive action QSP No.P0810

6.05 Procedure for handling customer complaints QSP No.P0808

6.06 Procedure for competence and awareness QSP No.P0602

6.07 Procedure for provision of resources QSP No.P0601

6.08 Procedure for Training QSP No. P 0603.


22

Proc. No.: P0503

Created on : 05.03.2009


Sub: Measurement & Monitoring of Quality Objectives

(Back to table of contents) ISO 9001:2008 Clause Reference :5.4.1

1.00 PURPOSE

1.01 To ensure Quality objectives are measured and monitored continuously and

corrective actions can be planned for when Quality Objectives are not met.

2.00 SCOPE

2.01 This covers all the activities carried out by CCCL and also subcontracted

processes.

3.00 RESPONSIBILITY.

3.01 HOD/PM/RE responsible for measurement and monitoring of Quality Objectives

relevant to their department.

3.02 RM/SH responsible for measurement and monitoring of Quality Objectives at the

regional level.

3.03 MD / Dir (O) – responsible for monitoring of Quality Objectives at the company

level.

4.00 PROCEDURE

4.01 Quality Objectives and measures are developed. Measures corresponding to

each Quality objective are measured as on a date by the relevant department

head as detailed in the following pages.

4.02 Target measures for the ensuing quarter for various Quality objectives are fixed.

4.03 Quality objectives are measured by the departments/sites relevant to their

department and reported to their Regional Office and necessary action is taken

to bring the measure on to target.


23

Proc. No.: P0503

Created on : 05.03.2009


Sub: Measurement & Monitoring of Quality Objectives

(Back to table of contents) ISO 9001:2008 Clause Reference :5.4.1

4.04 Quality Objective measures are compiled at the Regional level at the regional

office and necessary action taken at regional level to bring the measures on to

target at regional level and reported to corporate office.

4.05 Quality Objectives are compiled at the company level at the corporate office

and necessary action taken at corporate office to bring the measures onto

target at the company level.

5.00 RECORDS

5.01 Monthly Customer Complaint Report F0501

5.02 Monthly Training Report F0502

5.03 Monthly Scrap & Rework Report F0503

5.04 Monthly Supplier Performance Report F0504.

5.05 Monthly Tendering Report F0506

5.06 Monthly Planning Performance Report F0507

5.07 Monthly Equipment Maintenance Report F0508

5.08 Monthly Performance Report on Quality Objectives F0509

5.09 Monthly Performance Report on Quality Objectives F0510

6.00 REFERENCES

6.01 Quality Manual


24

Procedure No.: P0503 Quality System Procedures Created on : 05.03.09

Sub: Measurement and Monitoring of Quality Objectives


Sl. No. Quality Objective Measure Target for every Quarter 14-15 Department Responsibility

1 Response to customer complaints.

No. of hours taken for responding to customer complaint

Not more than 5 hours

Sites PM/RE

2 Quality consciousness in employees

Average no. of Mandays of Training Programme /annum/employee Min.1.5 HRD Manager -Training

(Rework Value in a site) X 100 / (Total value of work in site)

Not more than 0.008%

Site PM/RE

3 Rework and scrap reduction (Scrap value of items) X 100 /

( Total Value of items purchased) Not more than

0.015% Site PM/RE

Suppliers with SQR upto 80 Not more than 5%

Suppliers with SQR 81 - 94 Not less than 80% 4 Development of Suppliers

Suppliers with SQR 95 - 100 Not less than 15%

Purchase

PRO. M

Continual Improvement : in delivery

On time delivery of projects Min.97% of projects handed over

Operations RM

5

in Performance Corrective Action on complaint initiated within 1 week

Min. 95% of complaints

Site PM / RE


25

Procedure No.: P0503 Quality System Procedure Revised on : 31.05.2010

Sub: Measurement and Monitoring of Quality Objectives


Sl. No. Quality Objective Measure

Target for every

Quarter 14-15

Department Responsibility

in Performance On time supply of P & M, Scaffolding & shuttering materials to site Min. 80% Planning PLG.M

in Performance % of tenders in which all customer requirements are considered Min. 95% Tendering TEN.M

in Performance (Value of Tenders won) X 100 / (Value of Tenders quoted) Min. 9% Tendering Tendering Engineer

- Infra

in Performance (Value of Tenders won ) X 100 / (Value of Tenders quoted) Min.15 % Tendering TEN.M

5

in Performance (Equipment Down time) X 100 / ( Total Equipment operation time)

Not more than 6% Maintenance MTM


26

Proc. No.: P0601

Created on : 05.03.2009


Sub: Provision of Resources (Back to table of contents) ISO 9001:2008 Clause

Reference :6.0

1.00 PURPOSE

1.01 This procedure describes provision of various resources required & work

environment needed for effective functioning.

2.00 SCOPE

2.01 This procedure covers resources related to manpower & equipments & work

environment.

3.00 RESPONSIBILITY

3.01 HRM is responsible for provision of required man power as per project

requirement

3.02 MD is responsible for providing equipments / infrastructure and approving

training.

4.00 PROCEDURE

4.01 Various resources required are decided by MD in consultation with Dept.

Managers for the effective operation of the project & to enhance customer

satisfaction.

4.02 HRM recruits persons based on the requirement highlighted by other Dept.

heads.

4.03 Competence and awareness requirements are followed as per Procedure for

competence and awareness QSP No P0602

5.00 INFRASTRUCTURE & WORK ENVIRONMENT:

5.01 Various Infrastructure & Work Environment for the new projects are decided by as

per Mobilization and De-mobilization Work Procedure No WP-MDB 01.

27


Proc. No.: P0602

Created on : 05.03.2009


Sub: Competence and Awareness (Back to table of contents) ISO 9001:2008 Clause

Reference :6.2.2

1.00 PURPOSE

1.01 This procedure intends to systematize the competence levels of persons

performing work affecting conformity to product quality requirements and their

training needs, imparting training & assessing competence.

2.00 SCOPE

2.01 This covers all employees in the organization.

3.00 RESPONSIBILITY

3.01 DIR (O) is responsible for the operation of this procedure.

3.02 MR is responsible for training related to QMS & arranging training as per training

needs identified

4.00 PROCEDURE

4.01 Competence need for personnel performing work affecting quality are determined

by Dept. Head & forwarded to personnel department. Records are maintained by

HRM.

4.02 HRM ensures that persons having required educational qualification, experience

and domain knowledge in the area of operation are considered for position.

4.03 MR provides Training on ISO9001:2008 / Total Quality Management and other

related construction activities.

4.04 Department head impart necessary training & skills to their staffs through on the

job training as an on going process.

4.05. Training team at HO provides training on Technical and Soft skill through Video

(Skype) conferencing as part of On the Job training to project sites periodically.


28

Proc. No.: P0602

Created on : 05.03.2009


Sub: Competence and Awareness (Back to table of contents) ISO 9001:2008 Clause

Reference :6.2.2

4.05 Fresh Graduate / Diploma Engineers will be taken & trained in our QMS & HSE

and technical matters.

4.06 For immediate needs, persons with necessary qualification / experience will be

recruited.

4.07 Personnel are trained & ensured to understand what they do and how it is

important and make them to contribute to achieve Quality Objectives.

4.08 For each position such as site execution, purchase, planning etc in terms of

educational qualification, years of experience, knowledge domain, MR

facilitates E-learning to all employees.

4.09 Competence levels for various employees whose work affect the conformity to

product quality requirements are given tests covering knowledge domain and

are assessed to ensure the competence.

4.10 Records related to education, training, skills & experiences are maintained.

5.00 RECORDS:

5.01 Competence need of personnel at Dept. Level F 0606.

5.02 Assessment of Competence Record F0608

6.00 REFERENCE:

6.01 Quality Manual

6.02 Procedure for training QSP No.P0603.


29

Proc. No.: P0603

Created on : 05.03.2009


Sub: Training (Back to table of contents) ISO 9001:2008 Clause

Reference :6.2.2

1.00 PURPOSE

1.01 This procedure intends to systematize the activities of identifying training needs

for all employees and imparting training and assessing their competence.

2.00 SCOPE

2.01 Covers all employees in the organization and all training programmes

conducted in-house and by external agencies.

3.0 RESPONSIBILITY

3.01 M.R is responsible for the operation of this procedure.

4.00 PROCEDURE

4.01 Training needs for managerial level are decided by M.D.

4.02 Training needs for other employees are decided by respective department

heads.

4.03 Training needs related to QMS are decided by M.R.

4.04 All training needs are highlighted to M.R by H.R.M. through the Training Need

Identification Form sent by department head.

4.05 Training programmes are planned for the employees for the year by Training

Department and Training calendar is approved by M.R

4.06 Training schedules are sent to concerned employees and their department

heads.

4.07 Feedback on effectiveness of training for the employee is provided to Training

department by respective department heads.

4.08 Fresh Graduate / Diploma Engineers taken as trainees are given an induction

programme and are trained in QMS, and other technical matters and oriented to

organisation’s culture.


30

Proc. No.: P0603

Created on : 05.03.2009


Sub: Training (Back to table of contents) ISO 9001:2008 Clause

Reference :6.2.2

4.09 For training programmes conducted, a list is maintained by M.R

4.10 Training record for each employee is maintained by Training department.

4.11 Effectiveness of trainer and adequacy of facilities is evaluated through participants’

feedback on training programme received by Training Department.

5.00 RECORDS

5.01 Training Need Identification Record F 0607.

5.02 Training calendar F0611.

5.03 Training Record.

5.04 Participants feedback on Training Programme F0610.

5.05 Assessment of Competence Form F0608.

5.06 Performance Appraisal Form F 0609.

5.07 List of training programmes conducted F0612.

6.00 CROSS REFERENCES

6.01 Quality Manual


31

Proc. No.: P0701

Created on : 05.03.2009


Sub: Planning of Product Realization (Back to table of contents) ISO 9001:2008 Clause

Reference : 7.1

1.00 PURPOSE

1.01 This procedure is aimed to plan various activities based on customer

requirements to ensure quality, various process controls and delivery.

2.00 SCOPE

2.01 This covers all construction activities.

3.00 RESPONSIBILITY

3.01 PLG.M– is responsible for Scheduling and arriving at equipment, manpower &

resource and cash flow required.

3.02 Site Planning Engineer is responsible for arriving at quantities of bulk and other

materials required for construction.

3.03 PRO.M – for materials and all outsourced processes.

3.04 PM/RE – for implementing the project, and procuring bulk materials at site.

4.00 PROCEDURE

4.01 Regional manager receives documents related to the project from Tendering

department.

4.02 The tender document will have the details like drawing, project duration and the

quantities of items of work involved along with their technical specifications.

4.03 Based on these inputs PLG.M works out the details of requirement of facilities

like Plant and Equipment, scaffolding, shuttering materials, manpower and

cash flow.

4.04 The determined quantities of above materials are planned for and arranged for the

project.


32

Proc. No.: P0701

Created on : 05.03.2009



Reference : 7.1

4.05 The PLG.M coordinates with the site to ensure that these requirements are

received on time. If the materials are received at site PLG.M makes a mark on

this list.

4.06 Only accepted materials are used for construction.

4.07 All construction activities are carried out only as per BIS codes of practices.

4.08 All safety and regulatory requirements are followed during construction.

4.09 The construction process is monitored during work in progress and checked as

applicable.

4.10 SOP are provided for safe and efficient operation of machines and equipments.

4.11 All persons are ensured for proper skills for performing the job.

4.12 Preventive maintenance are carried out on machines & equipments to ensure

continuous availability

4.13 Sub contracted activities are monitored for its quality & on time delivery.

4.14 After all activities are completed, the construction is checked for its

completeness by PM / RE.

4.15 If any Non conformities noticed, these are rectified & re-inspected.

4.16 The construction is inspected and entered in the handing over check list and

duly signed by CCCL representative and customer.

5.00 RECORDS

5.01 Bill of Material

5.02 Planning Schedule

5.03 Construction In Process Check List F0703 , F0762 - F0767 & F0779-F0781

5.04 Concrete Pour Card F0704

5.05 Concrete Pour Card for Bored Pile F0783


33

Proc. No.: P0701

Created on : 05.03.2009



Reference : 7.1

5.05 Handing over Check List

5.06 Weekly Progress Review

5.07 Weekly Scaffolding Stock Statement F0750

6.00 REFERENCES

6.01 Quality Manual

6.02 Quality Plan

6.03 Work Instructions

6.04 List of safety & regulatory requirements


34

Proc. No.: P0702

Created on : 05.03.2009


Sub: Customer Related Processes (Back to table of contents) ISO 9001:2008 Clause

Reference : 7.2

1.00 PURPOSE

1.01 To ensure that all requirements such as statutory , regulatory and others

specified by customer as applicable to construction, delivery, and after delivery

are fully understood, amendments are duly agreed upon / incorporated and

communicated back to customers / Depts.

2.00 SCOPE

2.01 This procedure covers enquiries, tenders / amendments furnished by customer /

Architect for construction of building / structure /other projects.

3.00 RESPONSIBILITY

3.01 MD is responsible for overall approval/acceptance of the tenders.

3.02 TEN.M and DES.M are responsible for Tendering and design processes of

construction projects and Turnkey Projects respectively.

4.00 PROCEDURE

4.01 Relevant procedures are outlined in flowcharts in 2 of 3 and 3 of 3.

5.00 RECORDS

5.01 Enquiry Register F0705

5.02 Check list for enquiries F 0706

5.03 Order acknowledgement letter

5.04 Verbal Order/Change communication Note F0707

5.05 Amendment communication letter

6.00 REFERENCE

6.01 Quality Manual

6.02 Local Body Building rules


35

Proc. No.: P0702

Created on : 05.03.2009

QUALITY SYSTEM PROCEDURES

Sub: Customer Related Processes


ISO 9001:2008 Clause Reference : 7.2

Tendering Process for construction projects

Approved Tender / offer submission Tender / Offer accepted Reject Tender / offer Rejected


Receipt of Tender/ Enquiry by TEN.M

MD Tender verification Prepa-

ration of Quote

Review by MD

Regret Letter for rejected enquiry

Customer Negotiation

Order Acceptance

Handover To Regional Manager for Execution

Failure analysis

Data Bank

36

Proc. No.: P0702

Created on : 05.03.2009

QUALITY SYSTEM PROCEDURES

Sub: Customer Related Processes



Tendering Process for Turnkey Project Rejected Approved

Cus- tomer No changes

Approval

Not approved Changes sought by customer


Receipt of Customer Requirement by Design Dept.

MD’s Decision

Budgetary offer submitted to customer

Detailed offer submitted

Acceptance by customer And release of LOI/Work Order

Rework Budgetary offer

Regional Manager For Project Execution

Regret Letter sent to customer

Failure Analysis

Data Bank

37

Proc. No.: P0703

Created on : 05.03.2009


Sub: Design and Development (Back to table of contents) ISO 9001:2008 Clause

Reference : 7.3 1.00 PURPOSE

1.01 All Design and Development activities are planned, reviewed verified, validated by appropriate personnel and design changes are done in a controlled manner.

2.00 SCOPE 2.01 This procedure is applicable only for in-house design activities. 3.00 RESPONSIBILITY 3.01 DES.M is responsible for the operation of this procedure. 4.00 PROCEDURE 4.01 Design & Development Planning 4.01.1 Each project design activity is discussed among the members & activities are

identified on the following basis: 4.01.2 Persons responsible for the activity are identified. 4.01.3 In case services are to be outsourced, the suppliers based on evaluation are

approved. 4.01.3.1 A list of approved suppliers is maintained. 4.01.3.2 Suppliers providing services for more than six months without any quality

problem are deemed to be approved suppliers. 4.01.3.3 Suppliers rating is done on 3 point scale: (1)Excellent, (2)Good and

(3)Satisfactory 4.01.04 The review, verification/validation, responsibility & authority are decided. 4.01.05 If the design work is sub-contracted, CCCL check its correctness &

suitability. 4.01.06 Structural on architectural drawing framework is decided. 4.01.07 Structural loads acting on frames are determined as per relevant BIS Codes. 4.01.08 Structural analysis is done to determine the member forces. 4.01.09 Structural design of members is carried out. 4.01.10 Adequacy of structural members for its service criteria is to be ensured. 4.01.11 Grade of concrete is also decided based on service criteria 4.01.12 The output of above activities will be the structural drawing.


38

Proc. No.: P0703

Revised on : 09.03.2010



Reference : 7.3 4.02 Design & Development Input

4.02.1 Customer / Architect requirements are fully studied.

4.02.2 Various Govt., Local Bodies & Other service bodies (like CMDA/ CMWDB)

requirements are considered.

4.02.3 Various quality problems encountered during construction of previous projects

are also considered.

4.02.4 Various customer complaints, competitors bench marked practices are also

considered.

4.02.5 Adequacy of these inputs are verified through a checklist.

4.02.6 Records are maintained by DES.M.

4.03 Design & Development Output

4.03.1 Based on the Architect drawing, the structural framework is decided.

4.03.2 Structural loads acting on frames are determined as per relevant BIS Codes.

4.03.3 Structural analysis is done to determine the member forces.

4.03.4 Structural design of members is carried out.

4.03.5 Adequacy of structural members is ensured for its service criteria (like deflection).

4.03.6 Grade of concrete is also decided so that service criteria is also ensured (such

as water storage structure, bridge).

4.03.7 The output of above activities will be the structural drawing along with

dimensions & other relevant details for the safety & utility.

4.04 Design & Development Review

4.04.1 The output structural drawing is reviewed by MD / DES.M for its adequacy to

meet design and development requirements.

4.04.2 Any deficiency, improvements are highlighted / discussed for necessary

corrections.


39

Proc. No.: P0703

Revised on : 31.05.2010



Reference : 7.3 4.04.3 If required, customer / customer representative is called for participation in the

review.

4.04.4 Records of above results are maintained.

4.05 Design & Development Verification

4.05.1 Verification is done by MD / DES.M.

4.05.2 This is done in anyone or more of the following methods:

4.05.3 Ensuring use of established BIS Codes.

4.05.3.1 Design comparison for similar application.

4.05.3.2 Alternative calculation.

4.05.3.3 By external agency / customer representative

4.05.3.4 As per contract review.

4.05.4 Records for verification are maintained by DES.M.

4.06 Design & Development Validation

4.06.1 On completion of construction, design is compared with ‘as built’ drawings and

validated for construction done as per the design.

4.06.2 Records for validation are maintained by DES.M.

4.07 Control of Design & Development Changes

4.07.1 The Design changes occur whenever customer requirement changes or any

improvements are needed in the design.

4.07.2 Changes are reviewed as in the case of original Design & Development

Activity.

4.07.3 Records of such review of changes & necessary actions taken are maintained

by DES.M.


40

Proc. No.: P0703

Revised on : 31.05.2010



Reference : 7.3

5.00 RECORDS 5.01 Customer / Architect Drawing 5.02 BIS Codes 5.03 Design check list F0760 5.04 Local Body, regulation publication / book 5.05 Verification / Validation references – BIS Codes 5.06 Design Change Records 5.07 Supplier Evaluation Record F0761 5.08 List of Approved Suppliers.

6.0 REFERENCES: 6.01 Quality Manual


41

Proc. No.: P0704

Created on : 05.03.2009


Sub: Purchasing (Back to table of contents)


1.00 PURPOSE

1.01 This procedure is aimed at systematic release of Purchase Orders on approved

suppliers, giving adequate data required to procure the needed materials.

2.00 SCOPE

2.01 The scope of this procedure covers building materials, items, important

consumables, tools and spares, machinery & equipments, sub-contracted

processes and important shuttering materials like centering sheets, scaffolding

pipes, spans etc.

3.00 RESPONSIBILITY

3.01 Purchase Assistant is responsible for preparation of purchase order as well as

the correctness of purchase order data.

3.02 PRO M is responsible for reviewing the adequacy of Purchase Order data

releasing.

3.03 All Purchase orders are approved by SH / RM / DIR (O) / MD as per the value of

purchase orders.

4.00 PROCEDURE 4.10 Planning for materials

4.11 Based on construction drawings / specifications, bill of material is made for all

materials and items for the project.


42

Proc. No.: P0704

Created on : 05.03.2009


Sub: Purchasing (Back to table of contents) ISO 9001:2008 Clause

Reference : 7.4 4.12 Planning takes into consideration the proximity to vendor, lead time required,

existing stock, minimum stock; and based on this, quantity to be procured is

determined. Material Requisition Note is prepared and sent to SCM.

4.20 Purchase Enquiry

4.21 Purchase of materials fall under two categories namely:-

4.22 Materials Purchase.

4.23 Procurement of processes.

4.24 Based on MRN received from sites, Purchase enquiries are sent to approved

suppliers / authorized dealers.

4.25 PRO.M finalizes purchase of materials / sub-contracted processes at the best

negotiated price, delivery and other terms.

4.30 Purchase Order Preparation

4.31 Purchase Assistant prepares purchase order for required material on the basis

of Material Requisition given by Project Manager / Resident Engineer.

4.32 Quality, Quantity requirements as per Material Requisition are raised by

Purchase Assistant.

4.33 Price as per the commercial terms agreed with supplier.

4.34 Delivery as per the requirement schedule.

4.35 In addition, the purchase order data also contains special requirements where

applicable such as:

4.35.1 Inspection requirement either at source or on receipt.

4.35.2 Required documentation such as test certificates, process records etc.

4.35.3 Inspection by CCCL’s representative / Customer representative at supplier

premises wherever applicable.


43

Proc. No.: P0704

Created on : 05.03.2009



Reference : 7.4

4.36 For ease of placing Purchase Order, the above requirements may be given as

standing instructions to supplier in which case, purchase orders will contain

only, quantity and delivery schedule with a reference to the standing

instructions.

4.37 Prior to release of purchase order, PRO.M reviews the adequacy of the purchase

order data and approves the same.

4.38 For regular purchases an open order is released indicating the price and

commercial terms only. Quantity is indicated separately in the monthly schedule

against which material would be received.

4.40 Bulk Material Purchase

4.41 Bulk materials like sand, stone aggregate, bricks, concrete blocks, and water are

purchased by site itself.

4.42 Specifications are sent to the approved suppliers before hand and orders are

placed over telephone mentioning the quantity and rate only, as and when bulk

materials are required.

4.43 When material reaches site, it is inspected and accepted.

4.44 Rejected material, if any, is sent back to the supplier.

4.50 Emergency Purchase

4.51 If for any reason emergency purchases are to be made by site for other than bulk

materials, it will be purchased by PM and this will be regularised by PRO.M.


44

Proc. No.: P0704

Created on : 05.03.2009



Reference : 7.4

4.52 Purchase orders are made by PRO.M for regular construction purposes and

regularised by MD/DIR (O)/RM / SH according to value of order.

4.53 Such purchases are done against material requisition marked “urgent” as per

the exigencies at that point and products are tested / purchased from authorised

/ approved sources.

5.00 RECORDS

5.01 Purchase Order F0709.

5.02 Material Requisition Note F 0710.


6.01 Quality Manual

6.02 Procedure for supplier evaluation QSP No.P0705

6.03 Procedure for control drawings and standard QSP No.P0402


45

Proc. No.: P0705

Created on : 05.03.2009


Sub: Supplier Evaluation (Back to table of contents) ISO 9001:2008 Clause

Reference : 7.4.1

1.00 PURPOSE

1.01 This procedure provides a methodology for evaluating suppliers and maintaining

a list of approved suppliers and sub contractors.

1.02 This procedure is also aimed at periodic rating of suppliers to initiate corrective

action, if required.

2.00 SCOPE

2.01 Scope of this procedure covers existing suppliers of materials / processes for

CCCL, as per CCCL / customer drawings, and specifications.

2.02 The scope includes suppliers who supply reputed proprietary brand of materials /

items and services.

3.00 RESPONSIBILITY

3.01 PRO-M is responsible for identification of sources, arranging for evaluation and

continuing of suppliers for material / item/ services in the approved supplier list,

based on their supplier quality rating.

3.02 PM / QAE/PRO.M is responsible for supplier evaluation and approval for their

ability to supply of quality materials / item and provide services.

3.03 Supplier Evaluation report is sent to Purchase Manager for his action.

3.04 PM / QAE is also responsible for providing periodic input on quality rating of

suppliers.

4.00 PROCEDURE

4.10 EXISTING SUPPLIERS

4.11 All suppliers who have been supplying materials / services to CCCL satisfactorily

for more than 6 months are deemed to be approved suppliers.


46

Proc. No.: P0705

Created on : 05.03.2009



Reference : 7.4.1

4.12 Materials / items procured at sites (local purchase) are evaluated by PM / RE

based on their past performance records & references or by testing.

4.13 Approved Suppliers list is reviewed once in a year. Addition and deletion will be

done based on CCCL’s requirement of these vendors / their performance.

4.20 EVALUATION OF NEW SUPPLIER

4.21 A new supplier is given a supplier evaluation form to provide necessary data

required to initiate the evaluation process or their introduction letter with details

of facilities available is scrutinized for the appropriate facilities, evaluated and

decided upon.

4.22 On receipt of the evaluation form / introduction letter, if necessary,

representatives from purchase / QAE / SE from site visit the supplier premises

for an on spot assessment.

4.23 Samples are obtained and evaluated if necessary.

4.24 The assessment records are scrutinised by PRO.M and supplier is approved.

4.25 The approved suppliers list is maintained by PRO.M / stores-in-charge indicating

the suppliers name, address, contact persons and contact telephone numbers.

4.26 Suppliers who have got ISO 9000 certification or who are supplying products

certified as per national / international standards or who are approved by

customers are also deemed as approved suppliers.


47

Proc. No.: P0705

Created on : 05.03.2009



Reference : 7.4.1

4.27 New supplier is initially approved provisionally and given trial order. On satisfactory

performance, supplier is included as approved supplier.

4.30 APPROVED BRAND LIST

4.31 In case of proprietary items, CCCL maintains a list of such approved brand of

products which would be updated when new brand gets added.

4.32 Any new brand which is functionally equivalent, is tried out and approved in a

controlled manner, through trial order, feedback and Bulk order.

4.33 Approved brand of products are procured from manufacturer or their authorized

dealers.

4.40 RATING OF APPROVED SUPPLIER

4.41 PRO.M rates suppliers on quality / delivery performance on monthly basis as per

Supplier Quality Rating System and rating is reviewed once in a year.

4.42 In case of rejection of entire quantity of material also, SQR is calculated for the

supplier based on copy of Delivery Challan / Receiving Inspection Report

received by the Procurement department.

4.43 In case a supplier is not utilized for more than 2 years, fresh evaluation needs to

be done before placing orders.


48

Proc. No.: P0705

Created on : 05.03.2009



Reference : 7.4.1

4.44 Based on Quality Rating, PRO.M takes the following corrective action.

4.50 SUPPLIER QUALITY RATING SYSTEM

4.51 % Material Accepted, A = Quantity of material accepted x 100 Quantity of material supplied 4.52 Delivery of Material, B = 100, if material is supplied on time 4.53 = 50, if delay in delivery is up to 1 week 4.54 = 20, if delay in delivery is within 1-2 weeks 4.55 = 0, if delay in delivery is more than 2 weeks 4.56 Formula adopted is as follows: 4. 57 Supplier quality rating (SQR) = 0.8 A + 0.2 B (Rounded off to nearest integer)

4.58 If the supplier supplies for more than 1 order, SQR is worked out for each order and average SQR value is calculated for all the supplies during the evaluation period and rounded off to nearest integer. 4.60 SUPPLIER QUALITY RATINGS

4.61 More than 94 % -100% – Good.

4.62 More than 80 % - 94% – Satisfactory. Advised on specific areas for improvement

4.63 80% and below - Poor. Advised to inform what corrective steps are taken to

Improve quality rating. If found to be poorly rated in next

quarter also, deleted from list of approved suppliers. 4.70 Example:

4.71 Total ordered quantity is 100 tons of cement. 10 tons rejected. 20 tons supplied 10 days Delay. 80 tons supplied on time.


49

Proc. No.: P0705

Created on : 05.03.2009



Reference : 7.4.1

4.72 To calculate SQR for the supplier.

4.73 A = (90 / 100) x100 = 90. B = 20

4.74 SQR = (0.8x90) +(0.2 x20 ) = 72 + 4 = 76%

4.75 If supplier supplies more than 1 material, SQR is calculated for each material

separately. If supplier supplies materials to more than one location, SQR is

calculated separately.

4.76 Supplier code is used to group SQRs of a supplier who supplies materials to

different locations, at regional / company level.

4.80 RE-EVALUATION OF SUPPLIERS

4.81 All suppliers are re-evaluated once in 5 years by the purchase / procurement

departments, through fresh evaluation.

5.00 RECORDS

5.01 Supplier Evaluation Form F0712.

5.02 Supplier Quality Rating Record F0768.

5.03 List of approved brands F0769.

5.04 List of approved Suppliers F0770.

5.05 List of Approved Suppliers of Labour gangs F0714.

5.06 Sub contractor Evaluation Form F0782


6.01 Quality Manual

6.02 Procedure for purchasing QSP No.P0704.


50

Proc. No.: P0706

Created on : 05.03.2009


Sub: Verification of Purchased Product (Receiving Inspection)


1.00 PURPOSE

1.01 This procedure aims at providing methods of inspection of input materials used

for construction.

2.00 SCOPE

2.01 This procedure covers building materials, bulk materials, and important

consumables.

3.00 RESPONSIBILITY

3.01 P.M is overall responsible for receiving inspection activity.

4.00 PROCEDURE

4.01 On arrival of material, details are entered in the register maintained at the gate.

4.02 Materials are immediately checked for its validity, quality, quantity as per quality

plan, either by SE/QAE/Stores.

4.03 The receipt of material is entered in the ledger.

4.04 If material is rejected, the same is endorsed on the back of the DC .A copy of

the DC / Receiving Inspection Report is sent to the Procurement department for

calculating Supplier Quality Rating.

4.05 An inspection report is prepared for the materials, received and inspected.

4.06 All sample sizes are taken as per BIS Codes and checked as per BIS code

requirements

4.07 Materials received from ISO 9000–certified & reputed manufacture/dealer are

accepted based on their past performance/ inspection / test reports.

4.08 Their inspection reports / products are cross checked at the commencement of

the project.


51

Proc. No.: P0706

Created on : 05.03.2009


Sub: Verification of Purchased Product (Receiving Inspection)


4.09 Sub-contractor premises are audit checked for ensuring their processes at the

start of the project / once in a year. I

4.10 Characteristics which cannot be verified by in-house facilities at site are

checked with approved outside laboratories.

4.11 List of approved laboratories is maintained by PM/QAE.

4.12 Items under sub contracted processes such as water proofing / painting are

qualified for its processes, persons and operating parameter.

5.00 NON-CONFORMING PRODUCT

5.01 Results of inspections are recorded in Receiving Inspection Report and NC

products are sent back to suppliers immediately and supplier advised for

corrective action. A copy of the DC / Receiving Inspection Report is sent to the

Procurement department for calculating Supplier Quality Rating.

6.00 RECORDS

6.01 Receiving Inspection Report F0713

6.02 Sieve Analysis Report for fine aggregate F0747

6.02 List of approved laboratories F0771

7.00 REFERENCE:

7.01 Quality Manual

7.02 Procedure for NC Product control QSP No.P0805

7.03 Procedure for Product Quality Planning QSP No.P0501

7.04 Procedure for Control of Monitoring & Measuring Equipment No. QSP No.

P0712

7.05 Procedure for Monitoring & Measurement of Product QSP No.P0804

7.06 Procedure for Customer Property QSP No.P0710


52

Proc. No.: P0707

Created on : 05.03.2009


Sub: In-Process & Final Inspection (Back to table of contents) ISO 9001:2008 Clause

Reference : 7.5.1

1.00 PURPOSE

1.01 The procedure is aimed at carrying out inspection & testing during construction

process so that the construction is done right at first time by avoiding costly

rework so that the next activity can be done & delivery can be given on time.

2.00 SCOPE

2.01 This procedure covers all activities till the completion of construction.

3.00 RESPONSIBILITY

3.01 PM is responsible for the effective operation of the procedure.

4.00 PROCEDURE

4.01 For construction only approved materials are used.

4.02 The construction activities are carried out through established BIS Codes /

contract specifications.

4.03 A list of such applicable codes are maintained by PM.

4.04 Inspection is carried out by SE/QAE.

4.05 Flow Process Chart is shown in Page No. (2 of 2) of this section.

4.06 Generally all activities are carried out in the sequence shown in Flow Process.

4.07 Relevant work instruction /work procedure is followed for each and every activity.

4.08 Inspection is carried out as ongoing process at each & every stage. Relevant

BIS Codes are used for acceptance and customer signature is obtained as per

customer related process requirement.

4.09 Deviations noticed if any at stages are shown & discussed & resolved with

customer.

4.10 Records are maintained.

4.11 Final inspection of construction is done as per checklist.

4.12 Any defect noticed is recorded, discussed with customer if required, and rework

is carried out as per procedure.


53

QUALITY SYSTEM PROCEDURE Procedure No: P0707

Created on : 05.03.2009

Sub: In -Process & Final Inspection ISO 9001 : 2000 Clause

(Back to table of contents) Reference : 7.5.1.

4.13 Rework activities are re-inspected and ensured compliance for its original

requirement.

4.14 Construction is handed over to customer.

1 2 3 4 5 6

Setting out

& Marking

7 8 9 10 11 12

13 14 15 16 17

5.00 RECORDS 5.01 Construction Drawings 5.02 Work Instructions /Work Procedures 5.03 Bill of Materials 5.04 Pour Card F0704. 5.05 List of Safety & Regulatory Requirements Setting out & Marking 6.00 REFERENCES 6.01 Quality Manual 6.02 Procedure for Equipment Maintenance QSP No. P0708 6.03 Master List of Work Instructions 6.04 Cube testing Report F0748


Final Inspection

Delivery

Site Mobi-lisation

Excavat-ion

PCC

Reinforcement

Shuttering

Foundation Concrete

Column

Back-fill- ing&Compaction

Beam & Slab Concrete

Plastering Brick work

Joinery Flooring

Painting

54

Proc. No.: P0708

Created on : 05.03.2009


Sub: Equipment Maintenance (Back to table of contents)

ISO 9001:2008 Clause Reference : 7.5.1

1.00 PURPOSE

1.01 To ensure that equipment are operated and maintained properly by preventive

maintenance and corrective actions are taken effectively in case of break down.

2.00 SCOPE

2.01 This covers all the equipment and machinery used in sites.

3.00 RESPONSIBILITY

3.01 Maintenance Incharge is responsible for operation of this procedure

4.00 PROCEDURE

4.01 ROUTINE MAINTENANCE

4.01.1 All equipment are operated as per standard operating procedure. Basic

maintenance conditions such as cleaning, lubricating and checking for vibrations

are ensured by operators.

4.01.2 All breakdowns are raised through break down requests and attended by

maintenance & certified by Site Engineer.

5.00 PREVENTIVE MAINTENANCE

5.01 Annual maintenance schedule is prepared by considering various statutory &

Govt. regulatory requirements and recommendations from machinery

manufactures and data from history cards.

5.02 A History Card is maintained for each & every equipment & major events are

recorded in that for future references.


55

Proc. No.: P0708

Created on : 05.03.2009


Sub: Equipment Maintenance (Back to table of contents)

ISO 9001:2008 Clause Reference : 7.5.1

6.00 SPARE PARTS CONTROL:

6.01 Essential spares are stocked in site to ensure smooth operation of equipment.

6.02 For remote location sites, a few more critical spares are kept for fast

maintenance.

6.03 Essential & critical spares list are maintained by MTM.

7.00 RECORDS

7.01 Maintenance log Book F 0715

7.02 Preventive maintenance schedule F 0716

7.03 Equipment / Machine History Card F 0718

7.04 List of essential spares F0717

7.05 List of approved maintenance sub-contractors F0772

7.06 Break down report F 0719

8.00 REFERENCE:

8.01 Quality Manual

8.02 Procedure for In-process & Final Inspection QSP No.P0707

8.03 Work instruction for approval of new machine.


56

Proc. No.: P0709

Created on : 05.03.2009


Sub: Identification and Traceability (Back to table of contents) ISO 9001:2008 Clause

Reference : 7.5.3 1.00 PURPOSE:

1.01 This procedure is intended to provide identification and traceability of various main

inputs that go into construction.

2.00 SCOPE:

2.01 The scope of this procedure covers all construction and main inputs.

3.00 RESPONSIBILITY:

3.01 PM is responsible for the input materials used in the construction.

4.00 PROCEDURE

4.01 The main construction / project is identified by name of building / project, location

survey no. etc. and continued till handing over of project.

4.02 Basic materials like steel, cement as major inputs are identified.

4.03 As far as possible single brand of steel, cement is used for future reference &

ease of investigation, in case required.

4.04 Traceability to the extent possible is established.

4.05 Additional requirements of traceability specified by customer, if any, are also

made available.

4.06 All unidentified / suspected materials are re- inspected against specification &

identified for its status.

4.07 Identification of person and other details are recorded in Concrete pour card /

Construction - in – process – inspection checklists.

5.00 RECORDS

5.01 Concrete Pour Card F 0704.

5.02 Placard Board / Tag.

6.00 REFERENCES:

6.01 Quality Manual

6.02 Procedure for purchasing QSP No.P0704

6.03 Procedure for In-process & Final Inspection QSP No.P0707

6.04 Procedure for Preservation of product QSP No.P0711.


57

Proc. No.: P0710

Created on : 05.03.2009


Sub: Customer Property (Back to table of contents) ISO 9001:2008 Clause

Reference : 7.5.4

1.00 PURPOSE

1.01 To identify, verify, protect, safeguard and maintain customer properties

provided for incorporation into construction or for use in related activities.

2.00 SCOPE

2.01 This procedure applies to land at site, drawings, specifications, materials like

cement, steel, marble, glass, and equipment provided by the customer.

3.00 RESPONSIBILITY

3.01 TEN.M is responsible for reaching agreement with the customer.

3.02 PM is responsible for verification of customer properties.

3.03 Stores–in-charge is responsible for storage of customer properties.

4.00 PROCEDURE

4.11 Details of customer property to be supplied for incorporation in the construction

or to be used during construction are discussed with the customer and

agreement is reached while accepting the tender / signing of contract.

4.02 In CCCL – Land is always a customer property in which construction activities

are carried out.

4.03 The details of agreement may include :

4.03.1 Documents required to accompany supplies

4.03.2 Commercial terms

4.03.3 Verification details

4.03.4 Test certificate if any

4.03.5 Requirements of handling and storage.


58

Proc. No.: P0710

Created on : 05.03.2009


Sub: Customer Property (Back to table of contents ISO 9001:2008 Clause

Reference : 7.5.4

4.04 Details of the agreement are intimated to Project Manager.

4.05 On receipt, the customer supplied products are clearly identified and verified

against the specified requirements.

4.06 Particulars of items found lost, damaged or found otherwise unsuitable are

communicated to the customer by sending a copy of the inspection report.

4.07 The conforming products are sent to the store and non-conforming products are

returned to the customer.

4.08 The particulars of customer property are entered in the register maintained by

stores-in-charge and these are periodically verified and recorded in the same

register.

4.09 Customer Property is stored with clear identification and observing special

requirements of storage if any mentioned in the contract.

5.00 RECORDS

5.01 Customer Property List F0773

6.00 REFERENCES

6.01 Quality Manual

6.02 Procedure for preservation of product QSP No.P0711

6.03 Procedure for customer related processes QSP No.P0702.

6.04 Work procedure for storage of materials WP-SHK01


59

Proc. No.: P0711

Created on : 05.03.2009


Sub: Preservation of Product (Back to table of contents) ISO 9001:2008 Clause

Reference : 7.5.5

1.0 PURPOSE

1.01 This procedure is aimed at systemizing all stores / stock yard related activities

such as receiving, identifying, handling, storing & protection of materials used

for construction and final constructed product delivery in order to maintain

conformity to product requirements.

2.00 SCOPE

2.01 This procedure covers building materials, items, shuttering and scaffolding items

& machinery, equipment spares & final construction.

3.00 RESPONSIBILITY

3.01 SH / RM is overall responsible for this procedure.

3.02 PM is responsible for these activities.

3.03 Stores in-charge is responsible for the day to day receipt / issue & accounting of

materials.

4.00 PROCEDURE

4.01 Materials received from various sources are unloaded as mentioned below:

Sl. No. MATERIAL LOCATION

1. Cement Site / Godown.

2. Steel Site / Yard.

3. Sand Site / Yard.

4. Coarse Aggregate / Bricks Site / Yard.

5. Electrical Items Stores / Site

6. Plumbing & Sanitary Items Stores / Site

7. Flooring Items Stores / Site

8. Scaffolding & Centering Stores/ Yard

9. Tools & Accessories Stores

10. Paints & Distemper Stores


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Proc. No.: P0711

Created on : 05.03.2009



Reference : 7.5.5

4.02 On receipt of materials these are checked for its validity of site, PO no., Quality

and Quantity.

4.03 Receiving Inspection Report is prepared after inspection as per Procedure for

Verification of purchased product QSP No. P0706.

4.04 Each construction site is identified by its name and address. Bulk materials are

identified with a board on the site.

4.05 Other sanitary wares & fittings are stored in their identified places as per WIS.

4.06 Receipt details are entered in the stock register / computer.

4.07 Critical items are taken special care as per WIS (List of critical items).

SI. No. ITEMS / GROUP WIS REF.

1. Cement WP-POP01

2. Electrical Items WP-POP02

3. Sanitary ware WP-POP03

4. Glass item WP-POP04

5. Wooden item WP-POP05

6. Fabrication items WP-POP06

7. Paint & Distemper WP-POP07

5.00 HANDLING & STORAGE 5.01 Glass items, sanitary wares, scaffolding, threaded items are handled as per

WIS for their safe reach to site & use.


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Reference : 7.5.5

5.02 Heavy fabricated items are handled as per WIS to ensure its properties.

5.03 Wherever property is likely to deteriorate because of weather conditions at site

like cement, paint, distemper) protection is done as per WIS (List of Critical

Items).

5.04 Protection of stored materials is ensured against theft & loss by locking store

rooms/godown, fencing of yard and employing security personnel during night

time.

5.05 Constructed (Semi-finished) work is protected carefully for quality requirements,

until it is completed and handed over to customer.

5.06 FIFO is followed for issuing cement, paint, waterproofing chemical items.

5.07 Stock is verified once in a month.

5.08 Unsuitable item (broken / damaged) are scrapped with the authorization of

PM.

6.00 MATERIALS ISSUE

6.01 Materials are issued to site / suppliers based on indent authorized by Site

Engineer, and entered in Stock Register.

7.00 Delivery

7.01 Delivery schedule is mentioned in the contract document / amendments.

7.02 All the activities are planned, coordinated and monitored so that the project

progresses as per the schedule.

7.03 If there is any deviation it is discussed with SH / RM / MD for immediate action

to cope up the delivery schedule.

7.04 On rare occasion, deviation in delivery is discussed with customer & customer

acceptance is obtained.


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Proc. No.: P0711

Created on : 05.03.2009



Reference : 7.5.5 8.00 FORM & RECORDS

8.01 Stores Indent F0734

8.02 Stock Statement F0735

8.03 Gate Entry Registers

8.04 Gate Pass(Returnable/Non returnable) F0736

8.05 Material Inward Register F0737

8.06 Stock Register F0738

8.07 Stock Verification Register F0739

8.08 Material Receipt Challan F0740

8.09 Material Receipt Note F0741

8.10 List of shelf life items F0774

8.11 Pour Card F0704

8.12 Handing over check list F0727

8.13 Material Transfer Note F0742

8.14 Consumable Stores / Physical Stock Verification F0745

8.15 Shuttering & Staging Stock Statement F0746

9.00 REFERENCE

9.01 Quality Manual

9.02 Procedure for planning product realization QSP No. P0701

9.03 Procedure for Receiving Inspection QSP No.P0706

9.04 Procedure for Identification & Trace ability QSP No P0709

9.05 Procedure for In-process and final Inspection QSP No.P0707

9.06 Procedure for Customer Property QSP No.P0710

9.07 Procedure for Customer related process P0702


63

Proc. No.: P0712

Created on : 05.03.2009


Sub: Control of Monitoring and Measuring Equipment

(Back to table of contents) ISO 9001:2008 Clause Reference : 7.6

1.00 PURPOSE

1.01 This procedure intends to systematize the use, care, calibration & maintenance

of measuring instruments & equipment used for our construction activities.

2.00 SCOPE

2.01 This covers all instruments & equipment used at site & planning office.

3.00 RESPONSIBILITY

3.01 PM / RE /QAE is responsible for calibration activities.

4.00 PROCEDURE

4.01 Master list of Monitoring & Measurement Equipment controlled by Dept. Head are

identified.

4.02 All measuring & Testing equipment are calibrated at the fixed intervals.

4.03 The status of calibration is exhibited on the instrument by a sticker / other means

for identification.

4.04 Calibrations are done by authorized agencies / dealers. These calibrations are

done as per their masters which are calibrated to national / international

standards and certificates are obtained for traceability to the National /

International Standards.

4.05 Moulds used for preparation of concrete cubes shall be calibrated periodically at

the site.

4.06 All equipment are identified by unique number.

4.07 Calibrated equipment are handled carefully to protect their accuracy.

4.08 If the equipment is found to be defective, recalibration is done as per the

manufactures recommendations. Theodolites, Leveling Instruments, and

Measuring Tapes are checked for their calibrated condition once a month as per

QP – IP02.


64

Proc. No.: P0712

Created on : 05.03.2009


Sub: Control of Monitoring and Measuring Equipment


4.08 Whenever equipment go out of calibration, the products measured by these are

rechecked with another calibrated equipment in the organization / outside

agencies by QAE/ Project Manager/ RE & brought to the notice of RM for further

action.

4.09 Suitable environment is maintained to ensure the accuracy & precision of

calibrated equipment.

4.10 All the above necessary details will be entered in the history card along with

acceptance criteria and maintained.

4.11 All design related software are protected from virus by suitable means.

4.12 Necessary password controls are exercised to avoid use by unauthorized

persons.

4.13 Software is updated as per guidance given by computer professionals.

5.00 RECORDS

5.01 Master list of instruments / equipment F0730.

5.02 Measuring equipment Calibration History Cards F0731.

5.03 Calibration Certificates.

6.00 REFERENCES

6.01 Quality Manual

6.02 Procedure for quality planning QSP No. P0501.

6.03 Action Plan for out of Calibration of Instruments / Equipments F0732.

6.04 List of approved sub-contractors for calibration services.

6.05 Cube mould calibration QP-CM 01


65

Proc. No.: P0801

Created on : 05.03.2009


Sub: Measurement, Analysis and Improvement


1.00 PURPOSE

1.01 The purpose of this procedure is to understand the level of performance at

which CCCL is operating.

2.00 SCOPE

2.01 This procedure covers conformity to product requirements, conformity of Quality

management system and the method to improve the effectiveness of QMS.

3.00 RESPONSIBILITY

3.01 Management representative is responsible for the over all monitoring of this

procedure.

3.02 Dept. head is responsible for the operation of this procedure.

4.00 PROCEDURE

4.01 Data related to conformity to Product requirements like, scrap at receipt,

inspection stage, process stage, rework value, product on time delivery level,

vendor rating, customer satisfaction levels, organization productivity, customer

complaints data and training imparted details are captured and analyzed for

continuous improvement.

4.02 The conformity of QMS are analyzed through outcome of internal Audits reports,

external Audit report, NCRs raised and No of Documents changes which will

show how dynamic is the system.

4.03 The effectiveness of QMS is continually improved by analyzing the above by

trend chart, Bar chart, sampling plan and pie chart.


66

Proc. No.: P0801

Created on : 05.03.2009


Sub: Measurement, Analysis and Improvement


5.00 RECORD

5.01 Trend Charts

5.02 Bar graph

5.03 Pie chart.

6.00 REFERENCE

6.01 Quality manual

6.02 Procedure for Management Review QSP No.P0502

6.03 Procedure for Internal Audit QSP No.P0803

6.04 Procedure for Control of NC product QSP No.P0805

6.05 Procedure for Corrective Action QSP No.P0809

6.06 Procedure for Preventive Action QSP No.P0810

6.07 Procedure for Customer Satisfaction QSP No.P0802

6.08 Procedure for Continual improvement QSP No.P0807


67

Proc. No.: P0802

Created on : 05.03.2009


Sub: Customer Satisfaction (Back to table of contents) ISO 9001:2008 Clause

Reference : 8.2.1

1.00 PURPOSE

1.01 This procedure aims to provide a methodology, to measure the customer’s

perception on CCCL as to whether the organization has met the customer’s

requirements.

2.00 SCOPE

2.01 All customers as per the customer related process.

3.0 RESPONSIBILITY:

MD is responsible for the operation of the procedure.

RM is responsible for the implementation of the procedure.

4.00 PROCEDURE

4.01 Customer Satisfaction is measured by anyone or more of the following

processes:-

4.02 Appreciation letters received by CCCL from its customers are entered in a

register.

4.03 Reply is sent to them thanking for their appreciation & confirming to serve to

retain the customer and they are considered as delighted customer.

4.04 References made by the existing customers to the new customers are also

entered in the same register.

4.05 The new customer needs are further known either through letter or personal

discussion to make them as a long standing potential customer.

4.06 Receipt of repeat of order is one good indication of customer total satisfaction &

this is entered in the register maintained by RM receiving the repeat order.


68

Proc. No.: P0802

Created on : 05.03.2009


Sub: Customer Satisfaction (Back to table of contents) ISO 9001:2008 Clause

Reference : 8.2.1

5.00 Customer Satisfaction Levels

5.01 If repeat orders are received from a customer, then that customer is treated as

delighted customer.

5.02 If complaints received from customer are resolved & customer is satisfied, then

such customer is considered as satisfied customer.

5.03 If repeated complaints are received and complaints remain unresolved, then that

customer is considered as dissatisfied customer.

5.04 If stinker letter is received from a customer, then that customer is viewed as irate

customer.

5.05 Perception of existing customer who do not fall in any one of the above

categories, is assessed through a questionnaire for getting feed back on

customer satisfaction.

5.06 Wherever, the customer feed back is either negative or dissatisfaction, this is

immediately discussed with the concerned dept. head.

5.07 As a long term process CCCL, may send external representatives to assess the

customers’ perceptions to get real feed back as a basis for continuous

improvement.

5.08 These data will be compared with reference to industry standard for taking

further action.

6.00 RECORDS

6.01 Repeat order Register F0802.

6.02 Customer feed back questionnaire F0803.

6.03 Analysis & trend charts.

7.00 REFERENCE

7.01 Quality Manual

7.02 CAPA action reports


69

Proc. No.: P0803

Revised on : 06.06.2009


Sub: Internal Audit (Back to table of contents) ISO 9001:2008 Clause

Reference : 8.2.2

1.00 PURPOSE

1.01 This procedure intends to systematize the verification of quality management

system activities, their compliance with planned arrangements and to determine

the effectiveness of QMS.

2.00 SCOPE

2.01 This procedure covers planning, scheduling and implementing internal audits.

3.00 RESPONSIBILITY

3.01 Management Representative is responsible for implementation of this

procedure.

4.00 PROCEDURE

4.01 An annual internal audit plan is prepared by MR taking into consideration the

current status of the system implementation, importance of the activity audited

and results of previous audits.

4.02 Minimum frequency of internal audit shall be on quarterly basis. However

frequency of internal audit for departments whose performance in QMS are

found satisfactory based on the results of previous audit and implementation of

QMS may be varied by M.R. Annual audit plan would be decided by M.R. taking

into account, frequency of audit for the departments whose performance in QMS

are satisfactory.

4.03 The departments/functions to be audited, name of the auditor and time frame to

complete each audit is detailed in the schedule, and advance communication is

sent to the auditees.


70

Proc. No.: P0803

Created on : 05.03.2009



Reference : 8.2.2

4.04 Auditing is carried out by trained internal auditors who are not responsible for the

function being audited.

4.05 The audit is carried out by means of audit checklist verifying the activities and

records on sample basis to ensure compliance to the documented procedures

and ISO 9001:2008 Standard.

4.06 Effectiveness of the system and the corrective action taken on the previous audit

findings are verified while auditing.

4.07 NCR F0807 is raised for each non-conformity observed with details of non-

conformity, and reference. Auditee records corrective action to be taken, person

responsible for taking corrective action and target date of completion.

4.08 The NCR is authorized by both auditee and auditor and original is retained by the

Auditee .Even if there are no NCs, F0814 is completed both by auditor and

auditee and a copy is forwarded to M.R.

4.09 Corrective action for each NCR is completed by the auditee within the agreed

time frame. Original NCR is sent to Auditor for closing of NC; the same is

verified for its effectiveness by the auditor or any other auditor appointed for the

purpose.


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Proc. No.: P0803

Created on : 05.03.2009



Reference : 8.2.2

4.10 Original NCR is sent to M.R. by the auditor. NCR is closed by M.R. He sends

back original NCR to auditee; retains a copy for reference.

4.11 A consolidated audit report on internal audit is prepared by MR detailing number

of NCR’s observed, NCRs observed in the previous audits, closed, pending

NCR’s and effectiveness of quality management system .

4.12 The audit report is submitted for management review and necessary corrective

and preventive action is planned, as required.

5.00 RECORDS

5.01 List of trained internal auditors

5.02 Internal audit schedule F0806

5.03 Non-conformance report F0807

5.04 Internal Audit check list F0814

5.05 Internal Audit Summary F0816


6.01 Quality Manual

6.02 Procedure for management review QSP No.P0502.

6.03 Procedure for training QSP No.P0603.


72

Proc. No.: P0804

Created on : 05.03.2009


Sub: Monitoring and Measurement of Product


1.00 PURPOSE

1.01 This procedure intends to ensure that construction activity is carried out as per

the planned arrangements at all stages.

2.00 SCOPE

2.01 This covers all construction activities carried out at CCCL.

3.00 RESPONSIBILITY

3.01 PM / RE / SE is responsible for the operation of this procedure.

4.00 PROCEDURE

4.01 All construction processes are carried out as per the relevant BIS Codes

applicable to that activity.

4.02 Setting out & marking is ensured as per WIS-EE 01

4.03 Excavation is carried out as per WIS-EE01 and ensured for its dimension / level

against drawing requirements by SE& details are entered in the measurement

book.

4.04 Incase of piling, the bored piling work carried out as per WI- PILE-W01.

4.05 Plain Cement Concreting is ensured as per WIS-CC01. Dimensions like length,

breadth and depth of concrete are checked as per drawing requirement.

4.06 Reinforcement is ensured as per WIS-SRW01. Depending upon the type of

foundation, the dia. of bar, length, no. of bar, spacing overlap, cranking and over

distance are checked as per drawing requirement and entered in F0762.

4.06 Shuttering is ensured as per WIS-FW01. The following points are ensured

during shuttering.


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Proc. No.: P0804

Created on : 05.03.2009




4.07.1 In case of column, dimensions (LxBxH) and verticality, by means of plumb.

4.07.2 In case of beam, line, level, dimension (LxBxH) are checked by means of

tape & leveling instruments.

4.07.3 In case of Slabs, level, dimensions (LxB) are checked.

4.08 Concreting: During concreting, LxB is taken care by shutter form. Only level /

height is ensured.

4.09 Deshuttering: The procedure is followed for Beam Column, Slabs as per WI-

FW01.

4.10 Curing: The quality parameters to be checked during this process are ensured as

per WI–CW.

4.11 Brickwork: Brick work is carried out as per WI- BM01

4.12 Block work is carried as per WI- CBM 01

4.12 Plastering: The work is done as per WI-CP01. The thickness of plastering is

ensured by reference gauge.

4.14 Curing: Pouring of water is carried out for 7 days.

4.15 Flooring: The work instruction WI-GTF01 explains the details of activity carried

4.15 Painting: Check for colour, no. of coats, adhesion etc. and the procedure is

detailed in work instruction no.WI-P01.

4.17 Final inspection: Final inspection of building is carried out as per the check list.

5.00 RECORDS

5.01 Measurement Book

5.02 Pour Card F0704

5.03 Pile Concrete pour card F0783

Construction–in–process Check List for Steel reinforcement - For foundations /

footings F0762


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Proc. No.: P0804

Created on : 05.03.2009




5.04 Construction–in–process Check List for Steel reinforcement - For columns / walls

/ beams F0763.

5.05 Construction–in–process Check List for Steel reinforcement - For Roof slab

F0764.

5.06 Construction –in–process Check List for Brick masonry F0765.

5.07 Construction –in–process Check List for Plastering work F0766

5.08 Construction –in–process Check List for Plumbing F0767

5.09 Construction in process check list for Concrete block masonry F0779

5.10 Construction –in-process check list for flooring F0780

5.11 Construction –in –process check list for Anti Termite treatment F0781

5.09 Final Inspection Check List.

6.00 REFERENCES

6.01 Quality Manual

6.02 Procedure for Verification of Purchased product QSP No.P0706.

6.03 Procedure for In-process & Final Inspection QSP No.P0707.

6.04 Procedure for Preservation of product QSP No.P0711.

6.05 Procedure for Control of Monitoring & Measuring Devices QSP No.P0712.


75

Proc. No.: P0805

Created on : 05.03.2009


Sub: Control of Non-Conforming Product (Back to table of contents) ISO 9001:2008 Clause

Reference : 8.3

1.00 PURPOSE

1.01 To ensure product that does not conform to specified requirements is prevented

from unintended use or installation at any stage.

2.00 SCOPE

2.01 This covers all materials and processes identified as non-conforming at any

stage of construction.

3.00 RESPONSIBILITY

3.01 RM/SH is responsible for granting concessions, deciding on disposition of

products affected by non-conformity.

3.02 PM is responsible for deciding on the method of disposition.

3.03 PM is responsible for controlling the non-conforming products and rework.

4.00 PROCEDURE

4.10 When products are found non-conforming during receiving inspection they are

returned to the supplier immediately and necessary entries are made at the gate

and in the supplier’s delivery challan.

4.11 In the event of urgent requirement the batch is segregated if possible or

accepted on concession with the approval of VH. PM records details of such

concessions in the DC for raising a concession request note by PRO.M.

4.12 The supplier is advised to correct the non-conformance by PRO.M.


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Proc. No.: P0805

Created on : 05.03.2009


Sub: Control of Non-Conforming Product (Back to table of contents)


4.13 When products are found non-conforming during in-process inspection, they are

clearly identified, wherever possible, and sent back to supplier by Material

Return Note.

4.14 The nature and extent of non-conformance are recorded in the respective

records for monitoring performance in the monthly performance report to PC.

4.15 If the products can be reworked to meet the requirements, it is reworked by

supplier/CCCL with a rework note. The reworked/repaired products are used

only after re-inspection by QA Engineer / Site Engineer.

4.16 If the product can be used without any negative impact on quality, it is accepted

with the approval of PM/RE after raising concession note.

4.17 If contractually required, the proposed use or repair of the product which does

not conform to specified requirements is reported for concession to the

customer.

4.18 Products which are found non-conforming during final inspection are reworked /

re - inspected to the satisfaction of customer and delivered.

4.19 When complaints are received from customers they are recorded in the

customer complaints register maintained by PM /RE.

4.20 The reason for rejection / complaint is analyzed and corrective action is

planned.


77

Proc. No.: P0805

Created on : 05.03.2009


Sub: Control of Non-Conforming Product (Back to table of contents) ISO 9001:2008 Clause

Reference : 8.3

4.21 Customer complaints analyzed for CA / PA as explained in QSP No. P 0809 / P

0810

5.00 RECORDS

5.01 Concession Request Note F 0809.

5.02 Rework Note F 0810.

5.03 Scrap Note F 0811.

5.04 Register of customer complaints F 0812.

5.05 Re grade intimation F 0813.


6.01 Quality Manual

6.02 Procedure for verification of purchased product QSP No.P0706.

6.03 Procedure for in-process and final inspection QSP No. P0707.

6.04 Procedure for control of drawing and standards QSP No. P0402.

6.05 Procedure for Preservation of Product QSP No.P0711.


78

Proc. No.: P0806

Created on : 05.03.2009


Sub: Analysis of Data (Back to table of contents) ISO 9001:2008 Clause

Reference : 8.4

1.00 PURPOSE

1.01 This procedure is intended for analysis of company level data for improving the

efficiency of the organization.

2.00 SCOPE

2.01 Procedure covers all data relevant to customer satisfaction, quality objectives,

products, process performance & suppliers’ performance.

3.00 RESPONSIBILITY

3.01 Customer satisfaction – MD / DIR(O)

3.02 Quality Objectives - MR

3.03 Conformity to product quality – PC / PM /RE

3.04 Customer Complaint – RE / PC /RM /DIR(O)

3.05 Suppliers Performance – PRO.M

4.00 PROCEDURE

4.01 All dept. heads indicated above collect data for their functions.

4.02 These data are compiled and analyzed and current performance level is

decided.

4.03 These details are submitted in the monthly performance report by all concerned

dept. heads.

4.04 These are compared with the Industry standard or competition bench marked

standards.

4.05 These are discussed in the management review meet for further course of

action.


79

Proc. No.: P0806

Created on : 05.03.2009


Sub: Analysis of Data (Back to table of contents) ISO 9001:2008 Clause

Reference : 8.4

4.06 These are further reviewed once in 6 months in the management review.

5.00 RECORDS

5.01 Monthly performance report of dept. heads for data.

5.02 Management review meeting minutes.

6.00 REFERENCE:

6.01 Quality Manual

6.02 Procedure for continuous improvement QSP No.P0807.

6.03 Procedure for customer satisfaction QSP No.P0802.


80

Proc. No.: P0807

Created on : 05.03.2009


Sub: Continual Improvement (Back to table of contents) ISO 9001:2008 Clause

Reference : 8.5

1.00 PURPOSE

1.01 The purpose of this procedure is to provide a systematic methodology for C.I

with a view to improve the effectiveness of the quality management system.

2.00 SCOPE

2.01 This procedure covers all the quality management activities given in this

manual.

3.00 RESPONSIBILITY

3.01 All Dept. Heads are responsible for this procedure.

4.00 PROCEDURE

4.01 Thrust areas for improvement are identified based on organizations quality

policy & objectives.

4.02 The sequence of actions followed is given in the flow chart shown below.

Quality Policy / Objectives

Identify Key Processes & Process Owner

Identify Sub Processes & Process Owner

Select Improvement Project

Nominate Improvement Team

Plan & Execute Project


81

Proc. No.: P0807

Created on : 05.03.2009


Sub: Continual Improvement (Back to table of contents) ISO 9001:2008 Clause

Reference : 8.5

5.00 Periodically TQM meetings are conducted, improvement projects are identified

and teams for further action on improvement projects.

6.00 PDCA Cycle is applied for achieving the continuous improvement result.

P – Plan - Select the Project

D – Do - Carry out the project

C – Check - Check desired result is achieved

A – Act - Take action to achieve the result if there is a gap; to continue the

Cycle till targeted result is achieved.

Revise target again and work towards continuous improvement.

7.00 RECORDS

7.01 Record of Continuous Improvement F0815

8.00 REFERENCES

8.01 Quality Manual

8.02 Procedure for Customer Satisfaction QSP No. P0802.

8.03 Procedure for Internal Audit QSP No. P0803.

8.04 Procedure for Management Review QSP No. P0502

8.05 Procedure for Corrective Action QSP No.P0809

8.06 Procedure for Preventive Action QSP No.P0810

8.07 Procedure for Analysis of data QSP No.P0806.


82

Proc. No.: P0808

Created on : 05.03.2009


Sub: Handling Customer Complaints (Back to table of contents) ISO 9001:2008 Clause

Reference : 8.5.2

1.00 PURPOSE

1.01 This procedure intends to systematize the method of recording customer

complaints, analyzing, taking corrective action and ensuring its effectiveness

2.00 SCOPE

2.01 This covers all types of complaints regarding product and service quality, during

construction /defect liability period.

3.00 RESPONSIBILITY RM /SH/ PC / PM / RE

3.01 PC/PM/RE is responsible for registering customer complaints during construction /

defect liability period.

3.02 PM/RE/SE is responsible for taking corrective action on customer complaints

during construction.

3.03 PC / RM during defect liability period.

4.00 PROCEDURE

4.01 Customer complaints received from any customer by any means are recorded

in the customer complaints register maintained by PM /RE and acknowledged.

4.02 CCCL engineer / supervisor visits customer premises / site to observe and assess

nature of complaint.

4.03 Nature of the complaint is reported to PM/RE for initiating immediate correction by

PC / PM /RE.

4.04 For any complaint registered from customer or observed as NC during auditing,

the site management shall find out the reason for occurrence of complaint or NC

and do root cause analysis through use of Cause –effect or WHY – WHY analysis

to propose suitable corrective action for necessary implementation.

4.05 Site management will depute suitable & appropriate person with resource to

implement the corrective action against the customer complaint as planned.

4.06. Record the result of corrective action (Improvement trend if any).

4.07 Review the corrective action taken, periodically, to check its effectiveness.


83

Proc. No.: P0808

Created on : 05.03.2009


Sub: Handling Customer Complaints (Back to table of contents) ISO 9001:2008 Clause

Reference : 8.5.2

4.07 Preventive action is planned to prevent occurrence of such problems in future

and necessary changes are made in the procedures or relevant documents.

4.08 If contractually required, customer is intimated about the corrective action taken

to prevent recurrence.

5.00 RECORDS

5.01 Customer complaints register F0812

5.02 Corrective action report F0801.

6.00 CROSS REFERENCES

6.01 Quality Manual

6.02 Procedure for Management Review QSP No.P0502.

6.03 Procedure for Corrective action QSP No.P0809.

6.04 Procedure for preventive action QSP No.P0810.


84

Proc. No.: P0809

Created on : 05.03.2009


Sub: Corrective Action (Back to table of contents) ISO 9001:2008 Clause

Reference : 8.5.2

1.00 PURPOSE

1.01 This procedure intends to systematize activities of taking corrective action for

defect, non-conformity or undesirable result observed and customer complaints.

2.00 SCOPE

2.01 This covers all defects, non-conformances or undesirable results observed in

the products, process or quality management system and customer complaints.

3.00 RESPONSIBILITY

3.01 MR is responsible for taking corrective action that are related to Quality

Management System.

3.02 Department heads are responsible for taking corrective action that are related to

products or processes.

4.00 PROCEDURE

4.01 Whenever a defect, non-conformity, undesirable result is observed or customer

complaint is received it is recorded in the respective records.

4.02 The records can be :

4.02.1 Internal Audit Records

4.02.2 Inspection and Test Records

4.02.3 Customer Instruction / Complaint Register

4.02.4 Production records like pour cards

4.03 Immediate corrective action is taken to avoid customer dissatisfaction and delay

in delivery by the head or site in - charge.


85

Proc. No.: P0809

Created on : 05.03.2009


Sub: Corrective Action (Back to table of contents) ISO 9001:2008 Clause

Reference : 8.5.2

4.04 Causes for the defect, non-conformance, undesirable result observed / customer

complaint received is analyzed by respective department heads / MR.

4.05 For analysis, representatives from related departments are called for

discussions depending upon the seriousness of the problem.

4.06 Group discussions / Brain storming are used to decide on the causes resulting

in the problem.

4.07 Corrective actions are planned and time frame and responsibility for

implementation is decided.

4.08 Effectiveness of corrective action implemented is verified by MR / Department

Head and necessary changes are made in the related documents and results

are reported for Management Review.

4.09 Customer complaints are handled as per procedure for handling customer

complaints.

4.10 The non-conformity, causes of non-conformity, corrective action and

effectiveness are recorded in Corrective Action Report.

5.00 RECORDS

5.01 Corrective Action report F0801

6.0 REFERENCES

6.01 Quality Manual

6.02 Procedure for preventive action QSP No.P0810

6.03 Procedure for control of non-conforming product QSP No.P0805

6.04 Procedure for handling customer complaints QSP No.P0808.


86

Proc. No.: P0810

Created on : 05.03.2009


Sub: Preventive Action (Back to table of contents) ISO 9001:2008 Clause

Reference : 8.5.3

1.00 PURPOSE

1.01 To identify potential non-conformities, defects or undesirable results and

eliminate its causes, so that occurrence is prevented. Preventive action will be

appropriate to the effect of potential problem.

2.00 SCOPE

2.01 This covers any non-conformities, defect or undesirable results identified, and

correction action taken.

3.00 RESPONSIBILITY

3.01 MD / DIR (O) is responsible for coordinating the activities.

3.02 Department Heads are responsible for identifying potential non-conformities in

their departments.

4.00 PROCEDURE

4.01 Identification of potential non-conformities is done by review of records. The

records can be :

4.01.1 Concession notes

4.01.2 Customer complaints / CA Report

4.01.3 Audit reports

4.01.4 Maintenance records

4.02 Whenever a new project is commenced or new process or new equipment is

introduced, a review to identify potential non-conformities is done.

4.03 The review is done by the department heads and identified personnel.


87

Proc. No.: P0810

Created on : 05.03.2009


Sub: Preventive Action (Back to table of contents) ISO 9001:2008 Clause

Reference : 8.5.3

4.04 Regular processes are reviewed once in a year to identify the present status

and potential non-conformities.

4.05 Brain storming and group discussions / Cause and effect diagrams are used for

identification of potential non-conformities.

4.06 The actions required for eliminating the causes or potential causes are planned.

4.07 The preventive action is decided by MD / DIR (O).

4.08 The action undertaken and its effectiveness are monitored by MD / DIR (O).

4.09 The non-conformity, causes for non-conformity, preventive action implemented

by department head and its effectiveness are recorded in the preventive action

report.

4.10 Changes necessary in the quality system documentation if any, are made to

ensure that occurrence of the non-conformity, defect or undesirable result is

prevented.

4.11 The action taken for preventing occurrence of non-conformities is submitted to

Management Review committee for review and further action.

5.00 RECORDS

5.01 Potential non-conformity identification Cause & Effect diagram chart F0817.

5.02 Preventive action Report F0805.

6.00 REFERENCES

6.01 Quality Manual

6.02 Procedure for Management Review QSP No.P0502.

6.03 Procedure for corrective action QSP No.P0809.

6.04 Procedure for handling customer complaints QSP No.P0808.


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