ISO 9001:2015 Quality Management System - itbgiso.keltron.initbgiso.keltron.in/images/manual/NEw-Apex-2015new.pdf · We express our sincere gratitude to all the employees of Keltron

QUALITY MANAGEMENT SYSTEM

Information Technology Business Group

M-1


Vellayamabalam Jn, Thriruvananthapuram

ISO 9001:2015

Quality Management System

Web: www.keltron.org Email: [email protected] Tel: 0471 - 2724444 Fax: 0471 - 2724545

Issue 3 Revision 1

24. 07. 2018

1 I3R1240718



M-1

AKNOWLEDGMENT

We express our sincere gratitude to all the employees of Keltron Information Technology

Business group for the effort taken in fast implementation of ISO 9001:2015 Quality

Management Business Group for the effort in fast implementation of ISO 9001:2015 Quality

Management System. Also we thank M/s Bhargav Management Consultants, Trivandrum for

the guidance and support given for the preparation of documents and for the implementation of

the Quality Management System in KITBG.

2 I3R1240718



M -1

Document /

Date of Revisi

on

Revision

Sl:No

No: of Page Page No:

Issue No

section no Details of Revision

Issue No

Date

1

Apex Manual

Page 19

section 5.2.1

(b)

Frame work for setting

and reviewing the

quality objections have

been incorporated. 1 19 3 02/04/18 1 24/07/18

3 I3R1240718



M-1

Sl No CONTENTS Page No

1 General 9

1.1 Scope 9

1.2 Purpose 9

1.3 Quality Management System 9

2 Policy 9

3.1 Corporate Organizational Profile 10-11

3.2 Keltron Information Technology Business Group 11-15

3.2.1 IT Infrastructure Services 14

3.2.2 Knowledge Service Group 14-15

4 Context of the Organization 15-17

4.1 Understanding the organization and its context 15

4.2 Understanding the needs and expectations of interested parties 15

4.3 Determining the scope of the quality management system 16

4.4 Quality Management System and its process 16-17

5 Leadership 17-20

5.1 Leadership and commitment 17-18

5.1.1 General 17-18

5.1.2 Customer Focus 18

5.2 Policy 18

5.2.1 Establishing the quality Policy 18

5.2.2 Communicating the quality Policy 18

5.3 Organizational roles, responsibilities and authorities 19-20

4 I3R1240718



M-1

Sl No Page No

CONTENTS

6 Planning 20-23

6.1 Actions to address risks and opportunities 20-21

6.2 Quality Objectives and planning to achieve them 21-22

6.3 Planning of changes 22-23

7 Support 23-28

7.1 Resources 23-26

7.1.1 General 23

7.1.2 People 23

7.1.3 Infrastructure 23-24

7.1.4 Environment for the operation of process 24

7.1.5 Monitoring and Measuring resources 24-26

7.1.5.1 General 24-25

7.1.5.2 Measurement Traceability 25-26

7.1.6 Organizational knowledge 26

7.2 Competence 26

7.3 Awareness 26

7.4 Communication 26

7.5 Documented Information 27-29

7.5.1 General 27-28

7.5.2 Creating and updating 28

7.5.3 Control of documented information 28-29

5 I3R1240718



M-1

Page no

Sl No Contents

8 Operation 29-45

8.1 Operational planning and control 29-30

8.2 Requirements for products and services 30-33

8.2.1 Customer communication 30-31

8.2.2 Determining the requirements for products and Services 31

8.2.3 Review of requirements for products and services 31-32

8.2.4 Changes to requirements for products and services 32-33

8.3 Design and Development of products and services 33-36

8.3.1 General 33

8.3.2 Design and Development of Products and Services 33

8.3.3 Design and Development inputs 34

8.3.4 Design and Development Controls 34-35

8.3.5 Design and Development Output 35

8.3.6 Design and Development Changes 35-36

8.4 Control of externally Provided process, products and services 36-39

8.4.1 General 36-37

8.4.2 Type and extent of control 37

8.4.3 Information for external providers 37-39

8.5 Production and Service provision 40-44

8.5.1 Control of production and service provision 40-41

8.5.2 Identification and traceability 41-42

8.5.3 Property belonging to customers or external providers 42

8.5.4 Preservation 42

8.5.5 Post-delivery activities 43

6 I3R1240718



M-1

Sl No Contents Page No

8.5.6 Control of changes 43-44

8.6 Release of products and services 44

8.7 Control of nonconforming outputs 44-45

9 Performance evaluation 45-49

9.1 Monitoring, Measurement, Analysis and evaluation 45-47

9.1.1 General 45-46

9.1.2 Customer satisfaction 46

9.1.3 Analysis and evaluation 46-47

9.2 Internal Audit 47-48

9.3 Management review 48-49

9.3.1 General 48

9.3.2 Management review Inputs 48-49

9.3.3 Management review outputs 49

10 Improvement 49-51

10.1 General 49

10.2 Non conformity and corrective action 50-51

10.3 Continual Improvement 51

7 I3R1240718



M-1

Sl no Contents Page No

Module III

53

AM-AN-I DIVISIONAL STRUCTURE OF KSEDC

AM-AN-II ORGANISATIONAL STRUCTURE OF KERALA STATE 54

ELECTRONICS DEVELOPMENT CORPORATION LIMITED

AM-AN-III ORGANISATIONAL STRUCTURE OF ITBG 55

PROCESS FLOW DIAGRAM HARDWARE PROCESS

56

AM-AN-IV

PROCESS MAP FOR BUSINESS MANAGEMENT OF

57

AM-AN-V

INFORMATION TECHNOLOGY SOFTWARE PROJECTS

AM-AN-VI ABBREVIATIONS 58-68

HIERARCHY OF EMPLOYEES 69

8 I3R1240718



M-1

1. General

1.1 Scope Provision of Hardware and Software Products, Services and Projects including Marketing,

Design, Development, Networking, Installation and Commissioning and After Sales Support by

ensuring all requirements coming under the purview of ISO 9001:2015 operating from

Thiruvanathapuram, Cochin & Calicut, Kerala, India.

1.2 Purpose The documented procedures related to International Standard ISO 9001:2015 are included in the

Procedure Manual, where as all other documents needed by KITBG to ensure effective

planning, operation and control of its processes are cross-referred with the relevant Procedure,

Work Instruction, Objective etc in the text of this Apex Manual .

1.3 Quality Management System The term Quality Management System (QMS) indicates the requirements of ISO 9001:2015 as

applicable to the organization in the respective context. KELTRON Information Technology

Business Group is termed as KITBG / Organization throughout this Manual. The terminology

used in this manual suits to the operations of KITBG.

2. Policy We, Keltron Information Technology Business Group, focusing on the execution and after sales

Support of projects, which include hardware and software products related to Information

Technology, are committed to achieve Total Customer Satisfaction through Continual

Improvement of Quality Management System by achieving the Objectives set for the purpose.

9 I3R1240718



M-1

3.1 Corporate Organizational Profile KERALA STATE ELECTRONICS DEVELOPMENT CORPORATION LTD. (KELTRON)

was incorporated in the year 1972 and started commercial activities in 1973. The organization

was set up as the first electronics industry in Kerala with the objective of promoting

developments in the electronics field. Manufacturing units were set up in various parts of the

State and Marketing Offices throughout India. Subsidiary companies were also started. Main

units manufacture electronic equipments and systems, where as subsidiary companies

manufacture components

Corporate office of KELTRON (Keltron House) is situated at Information Technology software

& hardware products Vellayambalam in the heart of Trivandrum city. Keltron has got four

manufacturing units, one unit exclusively for dealing with Information Technology products&

software, five Subsidiary Companies and seven

Marketing offices. Divisional structure of KSEDC is shown as Annexure I and Organization

Structure of KSEDC as Annexure II.

MANUFACTURING UNITS

1. Keltron Equipment Complex, Karakulam, Trivandrum.

2. Switching Equipment Unit, Kulathur, Trivandrum

3. Keltron Controls, Aroor, Alleppy

4. Transmission Equipment Unit, Mudadi, Calicut

SUBSIDIARY COMPANIES

1. Keltron Component Complex Ltd, Kalliassery, Kannur

2. Keltron Crystals Ltd, Kalliassery, Kannur 10 I3R1240718



M-1

3. Keltron Resistors Ltd, Kalliassery, Kannur.

4. Keltron Magnetics Ltd, Kalliassery, Kannur

5. Keltron Electro Ceramics Ltd, Kuttipuram, Malappuram

MARKETING OFFICES

1. Ahemadabad.

2. Bangalore.

3. Kolkatta.

4. Chennai

5. Delhi

6. Hyderabad.

7. Mumbai.

The unit exclusively dealing with Information Technology products and software in the

Information Technology Business Group, has also sales and customer support offices at Cochin

and Calicut.

3.2 Keltron Information Technology Business Group The strategic Business unit identifies the need of customers in the area of Information Technology,

finalizes the configuration, submits suitable proposals to satisfy the needs and delivers the

products. Keltron being a Total Solution Provider to the Government of Kerala, ITP deals mainly

with Government departments, special project of Government like IT@ School project etc.

11 I3R1240718



M-1

Product Range

1. Computers (Desktop, Laptop, Server).

2. Printers (Dot-matrix, line printers, Heavy duty, Inkjet/ Laser)

3. Scanners

4. Projectors

5. Camera

6. Networking products

Major Customers of ITP

1. IT@ School

2. Secretariat of Higher Education Direct 3. Technical Education Directorate

4. Kerala State IT Mission

5. Various Universities

Software Group (SWG)

The main objective of setting up this unit is to provide automation solution to the Government

of Kerala. The software development team mainly concentrates on open source technologies

such as php, postgresql, AJAX, java script etc. Main operations are citizen centric services

aiming at poor people.

12 I3R1240718



M-1

Product Range

1. Lottery Information System

2. Court cases monitoring solution & Law Information Management System

3. Complete Automation

4. Inventory modules for package management of launch vehicles PSLV, GSLV

5. Laboratory Management and Report Generation Software

6. IT Infrastructure for CAP2005, the Online Counseling & Admission process for

professional colleges in Kerala in WAN Environment

7. Total Computerization

8. Standard Software

9. Automation of IAH & VB

10. Digital File Flow System & Automation of departments

11. Development of Web portal.

Major Customers of Software

1. Lottery Department, Kerala 2. Law Department, Govt. of Kerala

3. Industries Department

4. Kerala Khadi and Village Industries Board, Trivandrum 13 I3R1240718



M-1 5. Shops Welfare Board, Govt. of Kerala

6. Agriculture Workers Welfare Fund Board

7. Lottery Agents & Seller Welfare Fund, Kerala

8. Cashew Worker’ Relief & Welfare Fund Board

9. Vikram Sarabhai Space Centre

10. SC/ST Development (PM) Department, Govt of Kerala

11. Chemical Examiner’s Laboratory Dept, TVM

12. Institute of Animal Health and Veterinary Biologicals, Palode

13. Kerala University

14. Public Relations Department.

3.2.1. IT Infrastructure Services

Installation of the products supplied by ITP and servicing of the same are carried out by this

group. The group also enters into Annual Maintenance Contracts with various customers after

the expiry of the warranty period.

Major Customer

1. Various schools and colleges throughout Kerala

2. Kerala State Electricity Board

3. Kerala Water Authority

4. Power Works Department

14 I3R1240718



M-1 3..2.2. Knowledge Service Group

The Strategic Business Unit was set up in order to provide different types of training to the

staff of various government departments, school and college students etc mainly in the latest

developments of the IT field. Keltron knowledge centers come under this group and various

courses are conducted in these centers also.

4. Context of the organization

4.1 Understanding the organization and its context

The organization has determined external and internal issues that are relevant to its purpose

and its strategic direction and that affects its ability to achieve the intended results of its

quality management system.

The organization monitors and reviews the information about these external and internal

issues. The identified internal and external issues are included in the RCAP (AM-R-26) and

NEIP (AM-R-27) Manual (M-8). The strategic direction of the organization and frame work

for attaining the intended results are established through objectives included in the Objective

Manual (M-8)

4.2 Understanding the needs and expectations of interested parties

Due to their effect or potential effect on the organization’s ability to consistently provide

products and services that meet customer and applicable statutory and regulatory requirements,

the organization determines:

a) the interested parties that are relevant to the quality management system;

b) the requirements of these interested parties that are relevant to the quality management

system.

The organization monitors and reviews information about these interested parties and their relevant

requirements.

15 I3R1240718



M-1 The needs and expectations of interested parties of KITBG are identified and documented in the

respective department manuals through (AM-R-27) (M -8).

4.3 Determining the scope of the quality management system

The organization determines the boundaries and applicability of the quality management system to

establish its scope.

When determining this scope, the organization considers:

a) the external and internal issues referred to in 4.1;

b) the requirements of relevant interested parties referred to in 4.2;

c) the products and services of the organization.

The organization applies all the requirements of ISO 9001:2015, if they are applicable within the

determined scope of its quality management system.

The scope of the organization’s quality management system (Refer section: 1.1 of Apex Manual)

is available and is maintained as documented information in the Apex Manual. The scope states

the types of products and services covered, and provide justification for any requirement of ISO

9001:2015, that the organization determines is not applicable to the scope of its quality

management system. KITBG has established documented information through procedures, work

instructions, objectives, reference documents and related records and files.

Refer

AM-AN-IVA: Process Map: Process Flow Diagram

AM-AN-IVB: Process Map for Business Management of Information Technology

Software Projects

4.4 Quality management system and its processes

4.4.1 The organization establishes implements, maintains and continually improves a quality

management system, including the processes needed and their interactions, in accordance with the

16 I3R1240718



M-1 requirements of ISO 9001:2015.

The organization determines the processes needed for the quality management system and their

application throughout the organization and:

a) determines the inputs required and the outputs expected from these processes;

b) determines the sequence and interaction of these processes;

c) determines and apply the criteria and methods needed to ensure the effective operation and

control of these processes;

d) determines the resources needed for these processes and ensure their availability;

e) assigns the responsibilities and authorities for these processes;

addresses the risks and opportunities

f) evaluates these processes and implements any changes needed to ensure that these processes

achieve their intended results;

g) Improves the processes and the quality management system.

4.4.2 To the extent necessary, the organization;

a) maintains documented information to support the operation of its processes;

b) retains documented information to have confidence that the processes are being carried out

as planned.

5. Leadership

5.1 Leadership and commitment 5.1.1 General

Top management demonstrates leadership and commitment with respect to the quality management system by:

a) taking accountability for the effectiveness of the quality management system;

b) ensuring that the quality policy and quality objectives are established for the quality

management system and are compatible with the strategic direction and the context of the

organization;

17 I3R1240718



M-1 c) ensuring the integration of the quality management system requirements into the

organization’s business processes;

d) promoting the use of the process approach and risk-based thinking;

e) ensuring that the resources needed for the quality management system are available;

f) Communicating the importance of effective quality management and of conforming to the

quality management system requirements ensuring that the quality management system

achieves its intended results;

g) engaging, directing and supporting persons to contribute to the effectiveness of the quality

management system;

h) promoting improvement;

i) Supporting other relevant management roles to demonstrate their leadership as it applies to

their areas of responsibility.

Top Management establishes their commitment to the Quality Management System through various

means including: -

a) timely conduct of management review meetings,

b) timely decisions on critical issues using APPI (AM-R-23), and

c) evaluation of attainment of objectives.

Refer: KITBG/MR/P-61 - Procedure for Management Review Meeting 5.1.2 Customer focus

Top management demonstrates leadership and commitment with respect to customer focus by ensuring that:

a) customer and applicable statutory and regulatory requirements are determined, understood

and constantly met;

b) the risks and opportunities that can affect conformity of products and services and the ability

to enhance customer satisfaction are determined and addressed;

c) the focus on enhancing customer satisfaction is maintained. 18 I3R1240718



M-1 5.2 Policy 5.2.1 Establishing the quality policy

Top management establishes implements and maintains a quality policy that:

a) is appropriate to the purpose and context of the organization and supports its strategic

direction;

b) provides a framework for setting quality objectives (the frame work has been established

and narrated in the Objective Manual paragraph No: 3, Page 5 of 15)

c) Key Performance Indicators set for various Objectives included in the Objective Manual

d) includes a commitment to satisfy applicable requirements;

e) includes a commitment to continual improvement of the quality management system.

5.2.2 Communicating the quality policy

The quality policy:

a) is available and is maintained as documented information in the Apex Manual;

b) is communicated, understood and applied within the organization;

c) is available to relevant interested parties, as appropriate. Refer:

Quality Policy (Refer Section: 2 of Apex Manual)

The quality policy of the KITBG is communicated to all interested parties at prominent locations of

ITBG including offices located at Trivandrum, Cochin and Calicut.

5.3 Organizational roles, responsibilities and authorities Top management ensures that the responsibilities and authorities for relevant roles are assigned,

communicated and understood within the organization.

Top management assigns the responsibility and authority for:

a) ensuring that the quality management system conforms to the requirements of

ISO 9001:2015;

b) ensuring that the processes are delivering their intended outputs;

19 I3R1240718



M-1 c) reporting on the performance of the quality management system, on opportunities for

improvement, in particular to top management;

d) ensuring the promotion of customer focus throughout the organization;

e) ensuring that the integrity of the quality management system is maintained when changes to

the quality management system are planned and implemented.

Top management ensures that responsibilities and authorities are defined and communicated within

the organization. Responsibilities and authorities of various personnel of KITBG are narrated in the

concerned procedures of procedure manual (M-2). Master List Manual (M-7) specifies

responsibilities and authorities of key personnel of KITBG with respect to various Procedures, Work

Instructions, Objectives etc.

Management Representative (MR) and Deputy Management Representative (DMR) are delegated

with the roles and responsibilities in conducting Management Review Meeting, Internal Audit,

highlighting attainment status of KPIs cum Objectives, Control of Documented Information

including retention and maintenance, implementation of corrective actions etc.

Refer:

M-1 to M-8 - Various Manuals

AM-AN-I - Organization Chart

AM-AN-II - Organization Chart

AM-AN-III - Organization Chart

6. Planning

6.1 Actions to address risks and opportunities

6.1.1 When planning for the quality management system, the organization considers the issues referred

to in Section 4.1 of this Manual and the requirements referred to in Section 4.2 of this Manual and

determines the risks and opportunities that need to be addressed to:

a) give assurance that the quality management system can achieve its intended results;

b) enhance desirable effects;

20 I3R1240718



M-1 c) prevent, or reduce, undesired effects;

d) achieve improvement.

6.1.2 The organization plans:

a) actions to address these risks and opportunities; b) how to:

1) integrate and implement the actions into its quality management system and

processes;

2) evaluate the effectiveness of these actions.

Actions taken to address risks and opportunities are proportionate to the potential impact on the conformity of products and services.

KITBG has established a documented frame work in identifying the risks (including issues)/

opportunities called Risk Control Action Plan (RCAP). RCAP (AM-R-26) is included in M-8. It

identifies issues and opportunities which can create an uncertainty resulting in a risky situation. It also

specifies the strategy or framework to address, respond or control the said situation. Risk Control

Action Plan (RCAP) stipulates control measures / action plan (action to address Risk and Opportunities

/ mitigation methods). Procedures / Work Instructions of KITBG stipulate frame work in carrying out

activities under controlled conditions.

Refer:

AM-R-26- RCAP (M-8).

6.2 Quality objectives and planning to achieve them

6.2.1 The organization has established quality objectives at relevant functions, levels and processes

needed for the quality management system.

The quality objectives are:

a) consistent with the quality policy,

b) measurable;

c) taking into account applicable requirements; 21 I3R1240718



M-1 d) relevant to conformity of products and services and to enhancement of customer

satisfaction;

e) monitored ;

f) communicated;

g) updated as appropriate.

The organization maintains documented information (relevant records) on the quality objectives.

6.2.2 When planning how to achieve its quality objectives, the organization determines:

a) what is to be done;

b) what resources are required;

c) who is responsible;

d) when it is to be completed;

e) how the results are to be evaluated. Objectives are laid down to monitor, measure and achieve the performance target set in line with the

quality policy of KITBG with an aim of striving for continual improvement. The Quality objectives set

for various functions, key performance indicators, measurement techniques; responsibility, authority,

records and references are highlighted in the Objective Manual (M-6).

Refer: M-6 - Objective Manual

6.3 Planning of changes When the organization determines the needs for changes to the quality management system, the

changes are carried out with proper plan and systematic manner.

The organization considers:

a) the purpose of the changes and any of its potential consequences;

b) the integrity of the quality management system;

c) the availability of resources; 22 I3R1240718



M-1 d) the allocation or reallocation of responsibilities and authorities.

Policy, Objective Manual, Apex Manual, Procedure Manual, Work Instruction Manual, Master List

Manual, Format Manual, Reference Manual etc. constitute the basic frame work of planning. Establishment and evaluation of objectives help in the KITBG’s long range planning processes.

Refer: KITBG/MR/P-62- Control of Documents

7. Support

7.1 Resources 7.1.1 General The organization determines and provides the resources needs for the establishment, implementation,

maintenance and continual improvement of the quality management system.

The organization considers:

a) the capabilities of, and constraints on, existing internal resources;

b) what needs to be obtained from external providers or suppliers.

7.1.2 People The organization determines and provides the persons necessary for the effective implementation of its

quality management system and for the operation and control of its processes.

7.1.3 Infrastructure The organization determines, provides and maintains the infrastructure necessary for the operation of

its processes and to achieve conformity of products and services. Infrastructure includes:

a) buildings, workspace and associated utilities,

23 I3R1240718



M-1 b) equipment, including hardware and software

c) Transportation resources

d) Information and communication technology.

Procedure for Project Maintenance and After Sales Support (KITBG/ SWG/ P-40) addresses the after

sales services rendered by the software group. Method adopted for routine after sales services, attending

service calls from customers and reporting of the bugs observed are described in this procedure.

Procedure for Internal System Maintenance (KITBG/ SWG/ P-41) illustrates the framework for the

maintenance of internal system, which includes hardware, software and network maintenance. Annual

Maintenance Contract is entered into for the maintenance and upkeep of air conditioners, water coolers;

others as applicable as illustrated vide procedure for Administration Management (P-10).

7.1.4 Environment for the operation of processes The organization determines, provides and maintains the environment necessary for the operation of its

processes and to achieve conformity of products and services. The work environment established in

KITBG considered physical, social and psychological factors applicable to the establishment. Procedure for Administration Management (KITBG/ADMN/P-10 ) addresses the various control

measures exercised on the administrative functions of Information Technology Business Group like

Control of Visitors, Movement of Materials, Vehicle Management, Infrastructure Maintenance, House

Keeping, Tackling fire, Emergency etc.

7.1.5 Monitoring and measuring resources

7.1.5.1 General

The organization has determined and provided the resources needed to ensure valid and reliable results

when monitoring or measuring is used to verify the conformity of products and services to

requirements.

24 I3R1240718



M-1 The organization ensures that the resources provided:

a) are suitable for the specific types of monitoring and measurement activities being

undertaken;

b) are maintained to ensure their continuing fitness for their purpose. The organization retains appropriate documented information (records) as evidence of fitness for

purpose of the monitoring and measurement resources.

7.1.5.2 Measurement Traceability

When measurement traceability is a requirement, or is considered by the organization to be an essential

part of providing confidence in the validity of measurement results, measuring equipments are:

a) calibrated or verified, or both, at specified intervals, or prior to use, against measurement

standards traceable to international or national measurement standards; When no such

standards exists, the basis used for calibration or verification is retained as a documented

information;

b) identified in order to determine their status;

c) Safeguarded from adjustments, damage or deterioration that would invalidate the calibration

status and subsequent measurement results.

The organization determines if the validity of previous measurement results has been adversely affected

when measuring equipment is unfit for its intended purpose, and takes appropriate action as necessary.

The equipments being used in Keltron Information Technology Business Group are calibrated

periodically to ensure suitability for continued use. Calibration is carried out in one of the Keltron Units

where facility for calibration is established and measurement standards traceable to national

measurement standards are available.

Identification stickers are pasted on the equipments to determine the calibration status. Records of the

25 I3R1240718



M-1 results of the calibration are maintained.

7.1.6 Organizational knowledge The organization determines the knowledge necessary for the operation of its processes and to achieve

conformity of products and services.

This knowledge is maintained and is made available to the extent necessary.

When addressing changing needs and trends, the organization considered its current knowledge

and determines how to acquire or access the necessary additional knowledge and required updates.

7.2 Competence The organization:

a) determines the necessary competence of persons doing work under its control that affects

the performance and effectiveness of the quality management system;

b) ensure that these persons are competent on the basis of appropriate education, training, or

experience;

c) where applicable, takes actions to acquire the necessary competence, and evaluate the

effectiveness of the actions taken;

d) retain appropriate documented information as evidence of competence. Procedure for Human Resource Development (Training and Recruitment) (KITBG/HRD/P-9 ) narrates

the methods adopted by Information Technology Business Group for determination of competency &

skill, identification of training needs and making arrangements for imparting training as per finalized

training calendar/schedule. Method for evaluation of effectiveness of training programme forms part of

procedure. Recruitment of personnel is done by corporate office and hence not coming under the purview of KITBG .

26 I3R1240718



M-1 7.3 Awareness

The organization ensures that persons doing work under the organization’s control are aware of:

a) the quality policy;

b) relevant quality objectives;

c) their contribution to the effectiveness of the quality management system, including

the benefits of improved performance;

d) the implications of not conforming with the quality management system requirements.

KITBG provides repeated and regular refreshment training at least annually to employees of KITBG on

ISO 9001:2015.

7.4 Communication

The organization determines the internal and external communications relevant to the quality

management system, including:

a) on what it communicates;

b) when to communicate;

c) with whom to communicate;

d) how to communicate;

e) who communicates. Email is used as the basic mode of communication. Official communication follows the hierarchy

depicted in the organization structure (AM-AN-III).

7.5 Documented information

7.5.1 General

The organization’s quality management system includes

a) documented information required by ISO 9001:2015;

b) Documented information determined by the organization as being necessary for the

27 I3R1240718



M-1

effectiveness of the quality management system.

7.5.2 Creating and updating

When creating and updating documented information, the organization ensures as appropriate:

a) identification and description ;

b) format and media;

c) review and approval for suitability and adequacy.

7.5.3 Control of documented Information

7.5.3.1 Documented information required by the quality management system and by ISO

9001:2015 is controlled to ensure that:

a) it is available and suitable for use, where and when it is needed;

b) it is adequately protected.

7.5.3.2 For the control of documented information, the organization addresses the following activities;

as applicable:

a) distribution, access, retrieval and use;

b) storage and preservation, including preservation of legibility;

c) control of changes ;

d) retention and disposition.

Documented information of external origin determined by the organization to be necessary for the

planning and operation of the quality management system is identified as appropriate, and is controlled.

Documented information retained as evidence of conformity is protected from unintended

alterations.

28 I3R1240718



M-1 Procedure for Control of Documents (KITBG/ MR/ P-62) illustrates the method adopted for control of

quality system documents. Responsibility for document control, incorporation of changes/

modifications in controlled documents, withdrawal of obsolete documents and control of documents of

external origin are covered in this procedure.

Procedure for Control of Records (KITBG/ MR/ P-63) narrates the method of identification,

maintenance and control of records. Keeping master list of records, retention period of records and

disposal of old records are also mentioned in the above procedure.

8. Operation

8.1 Operational planning and control The organization plans, implements and controls the processes, needed to meet requirements for the

provision of products and services, and to implement the actions determined in Clause 6 of this manual

by:

a) determining requirements for the product and services;

b) establishing criteria for

1. the processes;

2. the acceptance of products and services;

c) determining the resources needed to achieve conformity to product and service

requirements;

d) implementing control of the processes in accordance with the criteria;

e) determining, maintaining and retaining documented information to the extent necessary;

1. to have confidence that the processes have been carried out as planned;

2. to demonstrate the conformity of products and services to their requirements.

The output of this planning is suitable for the organization's operations. The organization controls

planned changes and review the consequences of unintended changes, taking actions to mitigate any

adverse effects, as necessary. The organization ensures that outsourced processes are controlled.

29 I3R1240718



M-1

Procedure for Product Development (KITBG/SWG/P-34) narrates the methodology adopted for the

development activities and stages of various software products. Administrative activities of the project,

project planning and project development are described in this procedure.

Procedure for Operations Management (KITBG/PLG/P-2) illustrates the methods to ensure proper

planning for the realization of required products and related services are covered in this procedure.

Suitable control measures are established & implemented so that planning can monitor and confirm that

products as per specifications are delivered to the customers within the target date. Receipt of payment

after installation of the product supplied, and generation of data sheet for Management information

System also form part of planning activities.

Procedure for Product development (KITBG/SWG/P-34) narrates the methodology adopted for the

development activities and stages of various software products. Administrative activities of the project,

project planning and project development are described in this procedure.

Procedure for Materials (Stores) Management (KITBG/STR/ P-5) narrates the processes involved in

Stores management, starting from the receipt of products/ spares / materials up to dispatch. Offering the

products to Quality Assurance Department for inspection and receiving back the same is also covered.

Method followed for stock updation and verification is also referred.

Procedure for Product Installation (KITBG/ SWG/ P-37) addresses the installation and related support

activities of software products. Server co-location procedure and installation activities from both

development centre and customer premises are mentioned in this procedure.

8.2 Requirements for products and services

8.2.1 Customer communication

Communication with customers includes:

a) Providing information relating to products and services;

b) Handling enquiries, contracts or orders, including changes;

c) obtaining customer feedback relating to products and services, including

customer complaints;

30 I3R1240718



M-1 d) handling or controlling customer property;

e) establishing specific requirements for contingency actions, when relevant.

8.2.2 Determining the requirements for products and services When determining the requirements for the products and services to be offered to customers, the

organization ensures that:

a) the requirements for the product and service are defined, including;

1) any applicable statutory and regulatory requirements;

2) those considered necessary by the organization

b) the organization can meet the claims for the products and services it offers.

8.2.3 Review of requirements for products and services 8.2.3.1 The organization ensures that it has the ability to meet the requirements for products and

services to offer to customers. The organization conducts a review before committing to supply

products and services to a customer, to include;

a) requirements specified by the customer, including the requirements for delivery and post-

delivery activities;

b) requirements not stated by the customer, but necessary for the customers' specified or

intended use, when known;

c) requirements specified by the organization;

d) statutory and regulatory requirements applicable to the products and services;

e) Contract or order requirements differing from those previously expressed. The organization ensures that contract or order requirements differing from those previously defined

are resolved.

The customer’s requirements are confirmed by the organization before acceptance, when the

customer does not provide a documented statement of their requirements.

31 I3R1240718



M-1 8.2.3.2 The organization retains documented information, as applicable:

a) on the results of the review;

b) on any new requirements for the products and services.

8.2.4 Changes to requirements for products and services

The organization ensures that relevant documented information amended and that relevant persons are made

aware of the changed requirements, when the requirements for products and services are changed.

Procedure for Marketing Management (Offer / Contract Review) (KITBG /ITP (MKTG)/P-1) addresses

the sequences to be followed in preparation/ submission of offers to customers based on enquiries /

tenders which includes financial review and commercial review, reviewing purchase orders received

and proposing amendments required, if any, and formal acceptance of purchase orders.

Procedure for Customer Relationship Management and Customer Care (Customer Support Group)

(KITBG/IIS/P-7) addresses the activities involved by the Customer Support Group for installation

/networking of computers, peripherals and standard software. Redressal of Customer complaints is also

mentioned in this procedure.

Procedure for Initial Design, Contract Review and Offer Submission (KITBG/ SWG/ P-31)

illustrates the frame work for scientific review of financial and technical components of the

design requirements (Initial design) and submission of commercial offer, system study and

collection of design inputs from customer, other design inputs from previous experience,

execution with customer, agreement execution with subcontractors if any etc are covered in this

procedure. Procedure for Finalization of SRS (KITBG/SWG/P-32) addresses the framework for

the finalization of software requirement specifications. This document specifies the key functions,

input and output requirements and location.

Procedure for Customer Training (KITBG/ SWG/P-39) addresses the method adopted to conduct

training to the customers so that the understanding of the functions and ways of the project

improves.

32 I3R1240718



M-1 Procedure for Project Maintenance and After Sales Support (KITBG/ SWG/ P-40) addresses the

after sales services rendered by the software group. Method adopted for routine after sales

services, attending service calls from customers and reporting of the bugs observed are described

in this procedure.

8.3 Design and Development of products and services

8.3.1 General The organization establishes implements and maintains a design and development process that is

appropriate to ensure the subsequent provision of products and services. 8.3.2. Design and Development Planning

In determining the stages and controls for design and development, the organization considers:

a. the nature, duration and complexity of the design and development activities

b. the required process stages, including applicable design and development

c. the required design and development verification and validation activities

d. the responsibilities and authorities involved in the design and development process

e. the internal and external resources needs for the design and development of products and

services

f. the need to control interfaces between persons involved in the design and development process

g. the need for involvement of customers and users in the design and development process

h. the requirements for subsequent provisions of products and services

i. the level of control expected for the design and development process by customers and other

relevant interested parties

j. the documented information needed to demonstrate that design and development requirements

have been met

33 I3R1240718



M-1 8.3.3 Design and development inputs

The organization determines the requirements essential for the specific types of products and services to be designed and developed. The organization considers:

a. functional and performance requirements

b. information derived from previous similar design and development activities

c. statutory and regulatory requirements

d. standards of codes of practice that the organization has committed to implement

e. potential consequences of failure due to nature of the products and services input which

are adequate for design and development purposes, complete and unambiguous.

Conflicting design and development input is resolved.

f. The organization retains documented information on design and development inputs.

g. documented information of these activities is retained

8.3.4 Design and development controls The organisation applies controls to the design and development process to ensure that:

a. the results to be achieved are defined.

b. reviews are conducted to evaluate the ability of the results of design and

development to meet requirements.

c. verification activities are conducted to ensure that the design and

development outputs meet the input requirements.

d. validation activities are conducted to ensure that the resulting products and

services meet the requirements for the specified application or intended use.

e. any necessary actions are taken on problems determined during the reviews, or

verification and validation activities.

34 I3R1240718



M-1 f. documented information of these activities is retained

8.3.5 Design and development Output

The organization ensures that design and development outputs:

a) meet the input requirements

b) are adequate for the subsequent process for the provision of product and service

c) include or reference monitoring and measuring requirements, as appropriate, and

acceptance criteria

d) specify the characteristics of products and services that are essential for their intended

purpose and their safe and proper provision

The organization retains documented information on design and development outputs.

8.3.6 Design and Development Changes The organization identifies, reviews and controls changes made during, or subsequent to the design and

development of products and services, to the extent necessary to ensure that there is no adverse impact

on conformity to requirements.

The organization retains documented information on:

a) design and development changes

b) the result of reviews

c) the authorization of changes

d) the action taken to prevent adverse impacts

Procedure for Design and Development (KITBG/ITP(MKTG)/P-11) narrates the methods followed to

ensure scientific designing by finalizing the products/ configuration requirements pertaining to IT

products of customers. This shows how the customer requirements and design inputs are collected, how

design and development are carried out and how design is validated and changes incorporated.

35 I3R1240718



M-1 Procedure for Initial Design, Contract Review and Offer Submission (KITBG/ SWG/ P-31) illustrates

the frame work for scientific review of financial and technical components of the design requirements

(Initial design) and submission of commercial offer, system study and collection of design inputs from

customer, other design inputs from previous experience, execution with customer, agreement execution

with subcontractors if any etc are covered in this procedure.

Procedure for Finalization of SRS (KITBG/SWG/P-32) addresses the framework for the finalization of

software requirement specifications. This document specifies the key functions, input and output

requirements and location.

Procedure for Software Design and Development (Final level design) (KITBG/SWG/P-33) addresses

the specified methodology for Final design and development of various software packages.

8.4 Control of externally provided processes, products and services (Purchasing/

Outsourcing)

8.4.1 General

The organization ensures that externally provided processes (purchasing), products and services

conform to requirements.

The organization determines the controls to be applied apply to externally provided processes

(purchasing / outsourcing), products and services when;

a) products and services from external providers(suppliers) are intended for incorporation into

the organization’s own products and services;

b) products and services are provided directly to the customer by external providers(suppliers)

on behalf of the organization;

c) a process or part of a process is provided by an external provider (supplier) as a result of a

decision by the organization.

The organization determines and applies criteria for the evaluation, selection, monitoring of

performance and revaluation of external providers (suppliers), based on their ability to provide

processes or products and services in accordance with requirements. The organization retains

36 I3R1240718



M-1 documented information (records) of these activities and any necessary actions arising from the

evaluations.

8.4.2 Type and extent of control The organization ensures that externally provided processes (purchases), products and services do not

adversely affect the organization’s ability to consistently deliver conforming products and services to

its customers.

The organization:

a) Ensures that externally provided processes(purchases) remain within the control of its

quality management system;

b) Defines both the controls that it intends to apply to an external provider(supplier) and those

it intends to apply to the resulting output;

c) Take into consideration:

1) The potential impact of the externally provided processes(purchases), products and

services on the organization’s ability to consistently meet customer and applicable

statutory and regulatory requirements.

2) The effectiveness of the controls apply by the external provider(supplier);

d) Determines the verification, or other activities, necessary to ensure that the externally

provided processes (purchases), products and services meet requirements.

8.4.3 Information for external providers (suppliers)

The organization ensures the adequacy of requirements prior to their communication to the external

providers (supplier).

The organization communicates to external providers (suppliers) its requirements for:

a) The processes, products and services to provide;

b) The approval of:

I. Products and services 37 I3R1240718



M-1 II. methods, processes and equipment;

III. the release of products and services;

c) competence, including any required qualification of persons;

d) the external provider’s(suppliers) interactions with the organization;

e) control and monitoring of the external provider’s performance to be applied by the

organization;

f) Verification or validation activities that the organization, or its customer, intends to perform

at the external provider’s premises.

Procedure for Supplier evaluation, Re evaluation, and Approval (KITBG/ PUR/ P-4) illustrates the

methodology for carrying out evaluation, re evaluation, and inclusion of suppliers in the

approved list. The supplier registration form, which is collected from suppliers prior to release of

enquiry, is referred. Criteria for re-evaluation based on acceptance / rejection percentage is also

specified.

Procedure for Purchase Management (KITBG / PUR/ P-3) addresses various stages involved in the

process of purchase of products, starting from receipt of Purchase indent, standard purchase procedure

of KSEDC is the basic reference document for all purchases.

Purchase powers for releasing orders on the basis of values of purchase are also included in this

procedure. Placing repeat orders and purchase order amendments form part of this procedure. The

precautions to be taken before releasing purchase orders are also clearly mentioned.

Procedure for Quality Management (Quality Assurance) (KITBG / QA/ P-6) describes the processes

involved in the inspection and verification of Information Technology products.

KITBG ensures control over any process that is outsourced that affects the product conformity to

requirements. The type and extent of control to be applied to these outsourced processes are defined

38 I3R1240718



M-1 within the quality management system. The major processes outsourced by KITBG include the

following:

1. Networking and Cabling

2. Certification Body of ISO Systems

3. Management Consultancy

4. Training and Recruitment

5. A/C maintenance, Water Cooler maintenance

6. Others as applicable Procedure for Outsourcing (KITBG/IIS /P-8) addresses the processes involved in outsourcing any

activity essential for execution of customer order. The main activity in outsourcing being cabling and

networking, the procedure mainly focuses on the cabling /networking activity to be carried out for

execution of major customer orders. Control exercised on work execution by subcontractors is also

mentioned. Procedure for Outsourcing (KITBG/SWG/P-43) addresses the framework followed while outsourcing

/subcontracting projects to competent vendors. This covers selection of competent vendors, preparation

of vendor list, awarding work, liaison with the customer, review of SRS, ensuring the quality of

outsourced project and timely execution of the project. Re-evaluation of approved vendors is also

included in this procedure. Technical conditions stipulated by floating enquiries and corresponding

evidences ensure control over certification body and management consultancy organization. Personnel

are deputed for training programmes to reputed organizations / in-house programmes are conducted

using faculty having expertise in the respective field (P-9-Procedure for Human Resource Development

(Training and Recruitment)). Annual Maintenance Contract is entered into for the maintenance and

upkeep of air conditioners, water coolers; others as applicable as illustrated vide procedure for

Administration Management (P-10). Other outsourced services, if any, applicable to KITBG is carried

out by Keltron House, the Corporate Office of Keltron.

39 I3R1240718



M-1 8.5 Production and service provision

8.5.1 Control of production and service provision

The organization implements production and service provision under controlled conditions.

Controlled conditions includes, as applicable:

a) the availability of documented information that defines

1) the characteristics of the products to be produced, the services to be provided, or the

activities to be performed;

2) the results to be achieved;

b) the availability and use of suitable monitoring and measuring resources;

c) The implementation of monitoring and measurement activities at appropriate stages to

verify that criteria for control of processes or outputs, and acceptance criteria for products

and services, have been met.

d) the use of suitable infrastructure and environment for the operation of processes;

e) the appointment of competent persons, including any required qualification;

f) the validation, and periodic revalidation, of the ability to achieve planned results of the

processes for production and service provision, where the resulting output cannot be verified

by subsequent monitoring or measurement;

g) the implementation of actions to prevent human error;

h) the implementation of release, delivery and post-delivery activities. Procedure for operations management (KITBG /PLG/P-2) illustrates the methods to ensure proper


Suitable control measures are established & implemented so that planning can monitor and confirm

40 I3R1240718



M-1 that products as per specifications are delivered to the customers within the target date. Receipt of

payment after installation of the product supplied and generation of data sheet for Management

information System also form part of planning activities.

Procedure for Product development (KITBG/SWG/P-34) narrates the methodology adopted for the

development activities and stages of various software products. Administrative activities of the

project, project planning and project development are described in this procedure.

Procedure for Materials (Stores) Management (KITBG/STR/ P-5) narrates the processes involved in

Stores management, starting from the receipt of products/ spares / materials up to dispatch. Offering

the products to Quality Assurance Department for inspection and receiving back the same is also

covered. Method followed for stock updation and verification is also referred.

Procedure for Product Installation (KITBG/ SWG/ P-37) addresses the installation and related

support activities of software products. Server co-location procedure and installation activities from

both development center and customer premises are mentioned in this procedure.

8.5.2 Identification and traceability The organization uses suitable means to identify outputs when it is necessary to ensure the

conformity of products and services.

The organization identifies the status of outputs with respect to monitoring and measurement

requirements throughout production and service provision.

The organization controls the unique identification of the outputs when traceability is a requirement,

and retains the documented information necessary to enable traceability.

Inspection stickers indicating the acceptance / rejection status and serial no of products provide

identification and traceability for IT products.

Procedure for Version control and Configuration Management (KITBG / SWG/ P-36) illustrates

means for controlling the revision, version and management of configuration of the project. This

41 I3R1240718



M-1 covers the numbering scheme of major and minor versions, identifying current versions,

identification of modules and module version and creation of non-versions.

8.5.3 Property belonging to customers or external providers

The organization exercises care with property belonging to the customers or external providers

(suppliers / contractors) while it is under the organization's control or being used by the organization.

The organization identifies, verifies, protects and safeguards the customer’s or external provider’s

(suppliers / contractor) property provided for use or incorporation into the products and services.

When the property of a customer or external provider is lost, damaged or otherwise find not suitable

for use, the organization reports this to the customer or external provider / supplier and retain

documented information (records) on what has occurred.

Customer property register kept by IIS provides evidences for the receipt, repair and return status of

customer properties as narrated through P-7-Procedure for Customer Relationship Management and

IT Infrastructure Services.

8.5.4 Preservation

The organization preserves the outputs during production and service provision, to the extent

necessary to ensure conformity to requirements.

Procedure for Materials (Stores) Management (KITBG/STR/P-5) narrates the processes involved in

Stores management, starting from the receipt of products/ spares / materials up to dispatch. Offering

the products to Quality Assurance Department for inspection and receiving back the same is also

covered. Method followed for stock updation and verification is also referred.

Procedure for Product Installation (KITBG/SWG/ P-37) addresses the installation and related support


development center and customer premises are mentioned in this procedure.

42 I3R1240718



M-1

8.5.5 Post-delivery activities The organization meets requirements for post-delivery activities associates with the products and

services.

In determining the extent of post-delivery activities that requires, the organization considers:

a) Statutory and regulatory requirements;

b) The potential undesired consequences associates with its products and services;

c) the nature, use and intended lifetime of its products and services;

d) customer requirements;

e) customer feedback;

Procedure for operations management (KITBG/PLG/P-2) illustrates the methods to ensure proper


Suitable control measures are established & implemented so that planning can monitor and confirm that

products as per specifications are delivered to the customers within the target date. Receipt of payment

after installation of the product supplied, and generation of data sheet for Management information

System also form part of planning activities.

Procedure for Product Installation (KITBG/ SWG/ P-37) addresses the installation and related support


development center and customer premises are mentioned in this procedure.

Procedure for Execution of Projects (KITBG/ IIS/P-12) deals with collection of customer orders and

timely execution of the same. It covers Networking, Projects, Annual Maintenance Contract and Supply

of Spares/Consumables.

8.5.6 Control of changes The organization reviews and control changes for production or service provision, to the extent necessary

to ensure continuing conformity with requirements.

43 I3R1240718



M-1

The organization retains documented information (records) describing the results of the review of

changes, the person authorizing the change, and any necessary actions arising from the review.

8.6 Release of products and services The organization implements planned arrangements, at appropriate stages, to verify that product and

service requirements have been met. The release of products and services to the customer will not be not proceed until the planned

arrangements have been satisfactorily completed, unless otherwise approved by the relevant authority

and, as applicable, by the customer.

The organization retains documented information (records) on the release of products and services.

The documented information includes:

a) Evidence of conformity with the acceptance criteria

b) Traceability to the persons authorizing the release.

Procedure for Quality Management (Quality Assurance) (KITBG/QA/P-6) describes the processes

involved in the inspection and testing of Information Technology products and configuring systems

as per customer/applicable specifications. Procedure for monitoring and verification of quality

performance of inspected products, which is the responsibility of Quality Assurance department, is

also included. Inspection is carried out as per the sample size stipulated vide Quality Assurance Plan

(N-2). Dos and Don’ts during inspection are clearly spelled out. Procedure for Quality Control and

Testing (KITBG/SWG/P-35) narrates the quality management of project against the defined test plan.

Criteria for framing out test cases and generating version wise release report by monitoring common

test criteria using general inspection checklist are mentioned in this procedure. It also covers rework

methodology, monitoring guidelines stipulated by governmental agencies, bug rate monitoring and

implementation of corrective actions.

8.7 Control of nonconforming outputs

8.7.1 The organization ensures that outputs that do not confirm to their requirements are identified

and controlled to prevent their unintended use or delivery.

44 I3R1240718



M-1 The organization takes appropriate action based on the nature of the nonconformity and its effect on

the conformity of products and services. This applies to nonconforming products and services detects

after delivery of the products, during or after the provision of service. The organization deals with non conforming outputs in one or more of the following ways:

a) correction;

b) segregation, containment, return or suspension of provision of products and services;

c) informing the customer;

d) Obtaining authorization for acceptance under concession.

Conformity to the requirements is verified when nonconforming outputs are corrected. 8.7.2 The organization retains documented information (records) that:

a) Describes the nonconformity;

b) Describes the actions taken;

c) Describes any concessions obtained

d) Identifies the authority deciding the actions in respect of the nonconformity.

Procedure for Control of Non-conforming Products and Services (KITBG/MR/P-64) describes the

cause for non conformities, system for reporting and controlling the non conformities and evaluation of

the root cause.

9. Performance Evaluation

9.1 Monitoring, measurement, analysis and evaluation

9.1.1 General

The organization determines:

a) what needs to be monitored and measured;

b) the methods for monitoring, measurement, analysis and evaluation needed to

ensure valid results;

c) when the monitoring and measuring is to be performed;

45 I3R1240718



M-1 d) when the results from monitoring and measurement is to be analyzed and evaluated.

The organization evaluates the performance and the effectiveness of the quality management system.

The organization retains appropriate documented information (records) as evidence of the results.

Performance evaluation at KITBG is carried out in the following ways:

a) Quarterly performance evaluation.

b) Training effectiveness evaluation

c) Internal Audit

d) Process performance monitoring through MRM

e) Graphical Performance evaluation of Objectives of various functions etc. Refer: M-6-Objective Manual

9.1.2 Customer satisfaction

The organization monitors customer perceptions of the degree to which their needs and expectations

have been fulfilled. The organization determines the methods for obtaining, monitoring and reviewing

this information. Procedure for Customer Relationship Management and Customer Care (IT

Infrastructure Services) (KITBG/IIS/P-7) illustrates the performance monitoring methods for IT

Infrastructure Services as well as means of customer satisfaction.

9.1.3 Analysis and evaluation

The organization analyzes and evaluates appropriate data and information arising from monitoring,

measurement.

The result of analysis is used to evaluate:

a) conformity of products and services;

b) the degree of customer satisfaction;

c) the performance and effectiveness of the quality management system;

d) if planning has been implemented effectively; 46 I3R1240718



M-1 e) the effectiveness of actions taken to address risks and opportunities;

f) the performance of external providers/suppliers;

g) the need for improvements to the quality management system.

Quarterly Performance Review Report, Operational Planning & Control Register (Hardware) and

Operational Planning & Control Register (Software) act as the basic documents for the analysis of data.

9.2 Internal audit

9.2.1 The organization conducts internal audits at planned intervals to provide information on whether

the quality management system;

a) conforms to:

1) the organization’s own requirements for its quality management system;

2) the requirements of ISO 9001:2015;

b) is effectively implemented and maintained. 9.2.2 The organization:

a) plans, establishes , implements and maintains an audit programme including the frequency,

methods, responsibilities, planning requirements and reporting, which shall take into

consideration the importance of the processes concerned, changes affecting he organization,

and the results of previous audits;

b) defines the audit criteria and scope for each audit;

c) selects auditors and conduct audits to ensure objectivity and the impartiality of the audit

process;

d) ensures that the results of the audits are reported to relevant management;

e) takes appropriate correction and corrective actions without undue delay;

f) retains documented information as evidence of the implementation of the audit programme

47 I3R1240718



M-1 and the audit results.

Procedure for Internal Audit (KITBG/ MR/ P-60) has been formulated to ensure that internal audits are

carried out such that monitoring of the requirements of ISO 9001:2015 standards. Method of

conducting Internal Audits, Periodicity of Audits, Points to be verified during audits, preparation of

audit plan and reporting to top management are all covered in this procedure.

9.3 Management review

9.3.1 General Top management reviews the organization's quality management system, at planned intervals, to ensure

its continuing suitability, adequacy, and effectiveness and alignment with the strategic direction of the

organization.

9.3.2 Management review inputs

The management review is planned and carried out taking into consideration:

a) the status of actions from previous management reviews;

b) changes in external and internal issues that are relevant to the quality management

c) information on the performance and effectiveness of the quality management system, including

trends in:

1) customer satisfaction and feedback from relevant interested parties;

2) the extent to which quality objectives have been met;

3) process performance and conformity of products and services;

4) nonconformities and corrective actions;

5) monitoring and measurement results;

6) audit results;

48 I3R1240718



M-1 7) the performance of external providers;

d) the adequacy of resources;

e) the effectiveness of actions taken to address risks and opportunities .

f) opportunities for improvement

9.3.3 Management review outputs

The outputs of the management review include decisions and actions related to:

a) opportunities for improvement

b) any need for changes to the quality management system;

c) resource needs.

The organization retains documented information as evidence of the results of management reviews.

Procedure for Management Review (KITBG/ MR/ P-61) ensures the continuing suitability, adequacy

and efficiency of QMS & KITBG by convening Management Review Meetings. The procedure

mentions about the constitution of Management committee meeting, Periodicity of the meetings, how

the decisions of the meeting are recorded and informed to all concerned and how action taken reports

are made.

10. Improvement

10.1 General The organizations determine and select opportunities for improvement and implement any necessary

actions to meet customer requirements and enhance customer satisfaction. This includes:

a) Improving products and services to meet requirements as well as to address future needs and

expectations;

49 I3R1240718



M-1 b) correcting, preventing or reducing undesired effects;

c) Improving the performance and effectiveness of the quality management system.

KPI, colour indicators, attribute % etc established vide objectives (M-6) provide evidences for continual improvement.

10.2 Nonconformity and corrective action 10.2.1 When nonconformity occurs, including any arising from complaints, the organization:

a) reacts to the nonconformity, and as applicable:

1) take actions to control and correct it;

2) deals with the consequences;

b) evaluates the need for action to eliminate the causes of the nonconformity, in order that it

does not recur or occur elsewhere, by:

1) reviewing and analyzing the nonconformity;

2) determining the causes of the nonconformity;

3) determining if similar nonconformities exist, or could potentially occur;

c) implement any action needed;

d) reviews the effectiveness of any corrective action taken;

e) updates risk and opportunities determined during planning, if necessary;

f) make changes to the quality management system, if necessary.

Corrective actions are appropriate to the effects of the nonconformities encountered. 50 I3R1240718



M-1 10.2.2 The organization retains documented information (records) as evidence of:

a) the nature of the nonconformities and any subsequent actions taken;

b) the results of any corrective action. Procedure for Control of Non-conforming Products and Services (KITBG/ MR/ P-64) describes the

cause for non conformities, system for reporting and controlling the non conformities and evaluation of

the root cause. Procedure for Corrective Action (KITBG/ MR/ P-65) narrates the procedure for taking corrective

actions on identifying the root causes for the actual non-conformities. Recording the results of

corrective actions taken and reviewing the effectiveness of the same are also covered.

10.3 Continual improvement

The organization continually improves the suitability, adequacy, and effectiveness of the quality

management system.

The organization considers the results of analysis and evaluation, and the outputs from management

review, to determine if there are needs or opportunities that are to be addressed as part of continual

improvement.

KPI, colour indicators, attribute % etc established vide objectives (M-6) provide evidences for

continual improvement.

51 I3R1240718



M -1

MODULE-III

52 I3R1240718



M-1

AM-AN-1 DIVISONAL STRUCTURE OF KSEDC

53 I3R1240718



M-1

AM-AN-II ORGANAISATIONAL STRUCTURE OF KERALA STATE ELECTRONICS DEVELOPMENT CORPORATION LIMITED

54 I3R1240718



M-1

AM-AN-III Organizational Structure of ITBG

55 I3R1240718

AM-AN-IV-A



M-1 PROCESS FLOW DIAGRAM HARDWARE PROCESS

ITP (Marketing)

Customer

Receipt of enquiry

from customer

Preparation of Worksheet

(contract review)

Preparation Of formal

quotation based on

worksheet Submission of quotation

to the customer

Receipt of customer

order from customer

Customer order review

& acceptance

OA amendment after

getting concurrence from

customer

Planning Purchase Stores QA

Materials

Purchase enquiry to Inward

Order processing &

supplier/ Floating

Inspection

taking OA via software

Receipt of materials

Comparison of Clearing

Request for order quotation Preparation GRCIR

of CAN

Amendment

Purchase proposal Preparation

OS loading,

approval if applicable

of GRCIR

Order Amendment

Release of PO to Offering material Reconfiguration &

Purchase Including Supplier for QA inspection Final inspection of

hardware, if

Delivery of applicable

Materials to

Preparation & release of Consignee

DBA/DC on receipt of

GRCIR

Distribution of customer

acknowledge DC/ Invoice to

Forwarding of Invoice & CSG & Planning

Installation Report to

customer

Distribution

Payment collection & Preparation

forwarding to Finance

of Invoice

of Invoice

CSG Accept

To Stores Rej

Customer

Products

Installation of the

system at

consignee location

Distribution of

customer certified

Installation Report

to Planning

56 I3R1240718


` Information Technology Business Group

M-1

AM-AN-V B PROCESS MAP FOR BUSINESS MANAGEMENT OF INFORMATION TECHNOLOGY SOFTWARE PROJECTS

Approaching

customer,

Requirement study

Preparation &

Submission

of proposal

Presentation/ Negotiation

Receipt of PO from customer Execution of agreement & SRS Development of Software, Testing & QA inspection

Delivery, Demonstration & Fine tuning (Customer Warranty Support

Searching tenders Preparation &

Submission of tender

Technical

&commercial qualification

in tender

YES

Proposal received from vendor

Submission to customer

Receipt of order & execution of agreement with customer

Release of work order to vendor& execution of agreement with vendor

57 I3R1240718



M-1

AM-AN-VI ABBREVIATIONS

1. MD Managing Director

2. ED Executive Director

3. FD Functional Director

4. CGM Chief General Manager

5. GM General Manager

6. Tech Cons Technical Consultant

7. Ex. Adv Executive Adviser

58 I3R1240718



M-1

8. DGM Deputy General Manager

9. MGR Manager

10. DM Deputy Manager

11. AM Assistant Manager

12. Ex. Asst Executive Assistant

13. PS Personnel Secretary

14. Dy Officer Deputy Officer

15. Sr. Engineer Senior Engineer

16. Dy Engineer Deputy Engineer

17. Sr. SO Senior Sales Officer 59 I3R1240718



M-1

18. Sr. PO Senior Personnel Officer

19. CS Company Secretary

20. PRO Public Relations Officer

21. LO Legal Officer

22. ITBG Information Technology Business Group

23. ITP Information Technology Products

24. SWG Software Group

25. KSG Knowledge Service Group

26. IIS IT Infrastructure Services

60 I3R1240718



M-1

27. KCA Keltron Controls Aroor

28. CIG Control Instrumentation Group

29. PNG Pneumatics Group

30. ITG Information Technology Group

31. TEU Transmission Equipment Unit

32. CPD Centre for Physically Disabled

33. KEC Keltron Equipment Complex

34. SEG Space Electronics Group

35. SPG Special Products Group

36. SSG Security and Surveillance Group

61 I3R1240718



M-1

37. DEIT Data Entry & IT Training

38. PEG Power Electronics Group

39. IDCP Identity Card Project

40. KCC Keltron Communication Complex

41. SEU Switching Equipment Unit

42. TSD Traffic Signals Division

43. KCS Keltron Consultancy Services

44. Admn Administration

45. P&A Personnel & Administration

62 I3R1240718



M-1

46. CP Corporate Planning

47. CM Corporate Marketing

48. BO Business Operations

49. M&BD Marketing & Business Development

50. STSG Strategic Systems Group

51. CHN Cochin

52. CLT Calicut

53. KSEDC Kerala State Electronics Development Corporation

54. KITBG Keltron Information Technology Business Group

55. ITP Information Technology Products

63 I3R1240718



M-1

56. MKTG Marketing

57. PLN Planning

58. PUR Purchase

59. STR Stores

60. ADMN Administration

61. QA Quality Assurance

62. HRD Human Resource Development

63. FIN Finance

64. ITT Information Technology Training

64 I3R1240718



M-1

65. KCA Keltron Controls Aroor

66. ASO Area Sales Office

67. M Manual

68. P Procedure

69. O Objective

70. R Record

71. N Reference Document

72. F File

73. TSP Total Solution Provider

74. GO Government Order

65 I3R1240718



M-1

75. IT Information Technology

76. OA Order Acceptance

77. PI Purchase Indent

78. HOD Head of Department

79. PC Personal Computer

80. GRCIR Goods Receipt cum Inspection Report

81. QAP Quality Assurance Plan

82. DBA Despatch Billing Advice

83. DC Delivery Challan

66 I3R1240718



M-1

84. DD Demand Draft

85. OEM Original Equipment Manufacturer

86. MIS Management Information System

87. LD Liquidated Damage

88. V, E, D Vital, Essential, Desirable

89. L Lowest

90. CAN Consignment Arrival Note

91. PO Purchase Order

92. SCN Store Credit Note

93. SRN Store Return Note

67 I3R1240718



M-1

94. Sl.No Serial Number

95. SR Stores Requisition

96. INV Invoice

97. UPS Uninterruptible Power Supply

98. AMC Annual Maintenance Contract

99. SLA Service Level Agreement

100. KGI Knowledge Gain Index

101. KPI Key Performance Indicator

102. RCAP Risk Control Action Plan

103. NEIP Needs and Expectation of Interested Parties

68 I3R1240718



M-1

HIERARCHY OF EMPLOYEES

Managing Director

Executive Director

Functional Director

Chief General Manager

General Manager

Deputy General Manager

Manager

Deputy Manager

Assistant Manager

Senior Engineer Senior Officer

Engineer Officer

Deputy Engineer Deputy Officer 69 I3R1240718