Quality Assurance Plan (Template)

Home Delivery of Fresh Fruits and Vegetables Baskets

Quality Assurance Plan

Document Status

Version Number: 1.0Date: 11-May-2014Status: Draft

Page 1 of 16

Preface

For more information on this document, contact:

Haris Zaman

Manager Quality Assurance (MQA)Home delivery of Fresh Fruits and Vegetables Baskets051-5584784

Document Location

MQA’s Office at Head Office in F/8 Islambad.

Document Revision History

Date Version Author Comments

11-May-14 1.0 Haris Zaman Initially drafted

Page 2 of 16

Document Approval

Yasir Zaman General manager

Signature Date 11-MAY-2014

Sajeel Zaman Manager Operations


Haris Zaman Manager QA


Document Review

The following people have been consulted in the compilation of this document:

Business Area Name Role

Management Yasir Zaman General Manager (GM)

Departments Usman Paracha Manager Marketing

Hasnain Khan Manager Finance

Sajeel Zaman Manager Operations

Faizan Shah Manager HR

Page 3 of 16

Contents

1 INTRODUCTION....................................................................................................51.1 Purpose of this document................................................................................................................51.2 Intended Audience........................................................................................................................... 51.3 Approach......................................................................................................................................... 51.4 Document Scope............................................................................................................................. 51.5 Definitions........................................................................................................................................ 6

2 QUALITY ASSURANCE MANAGEMENT.............................................................72.1 Quality Assurance Organisation Structure.......................................................................................72.2 Project Organisation Structure.........................................................................................................82.3 Roles & Responsibilities.................................................................................................................. 8

3 METHODOLOGY & STANDARDS........................................................................93.1 Methodology.................................................................................................................................... 93.2 Standards...................................................................................................................................... 10

4 COACHING & MENTORING...............................................................................115 DELIVERABLES REVIEWS & AUDITS..............................................................12

5.1 Deliverable Reviews...................................................................................................................... 125.2 Process Reviews........................................................................................................................... 125.3 Quality Assurance Progress Reviews............................................................................................125.4 Quality Assurance Lessons Learned Review................................................................................125.5 Independent Review of Quality Assurance....................................................................................135.6 Schedule of Quality Assurance Activities.......................................................................................13

6 FEEDBACK & REPORTS...................................................................................147 PROBLEM REPORTING & CORRECTIVE ACTION..........................................15

Page 4 of 16

1 Introduction

1.1 Purpose of this document

The purpose of Quality Assurance Plan is to provide internal Quality Assurance (QA) guidance to all the operating and management functions. This guidance allows all the functions to operate under standardized, Quality Assurance Plan (QAP) and ensures that our clients are consistently provided with data that are of known and documented quality. QAP also fulfils the requirement of our clients and of government programs to document this.

1.2 Intended Audience

This document is prepared and provided to all the partners, top management, the HOD’s of all departments and the staff. It can also b provided to the suppliers and the customers on demand. It will help in quality operations to ensure customer satisfaction.

1.3 Approach

This document is prepared with great experience and keeping in view all the aspects of the project. The industry standards, competitors approach and other different international standards of quality were studied and investigated. The experts of this specific field were also consulted for expert opinions, suggestions and expertise. Also other departmental heads were also consulted while preparing this document.

1.4 Document Scope

The management and all the staff of “Fresh Fruits and Vegetables Baskets”.

Page 5 of 16

1.5 Definitions

Term / Acronym Definition

AM Assistant manager

AMQA Assistant manager Quality Assurance

CAR Corrective Action Request

GM General Manager

HOD Head of Department

HR Human Resource

JD Job Description

MQA Manager Quality Assurance

PAR Preventive Action Request

QA Quality Assurance

QAO Quality Assurance Observer

QAP Quality Assurance Plan

QMS Quality Management System

SOP Standard Operating Procedure

Page 6 of 16

2 Quality Assurance ManagementThe management is committed to providing quality services that meet the requirements of our clients and satisfy applicable regulatory requirements. Management is dedicated to providing an environment that encourages the achievement of excellence, demands integrity in all aspects of its operations, and requires active participation of all associates and vendors in meeting its quality goals.Implementation of the QAP is the responsibility of all quality assurance associates. Management at every level has the responsibility and authority to lead the development and implementation of a structured management system that supports the quality programs. Management must ensure that the principles and practices of the quality program are followed and implemented at all levels.Each company outlet has day-to-day independent operational authority that is overseen by the various corporate functions (Senior Management, Operations, Quality Assurance, Finance and Human Resources). The outlet has, therefore, the operational staff supported by local management, namely, a manager QA, assistant manager QA safety coordinator, QA observers and administrative support. This team is directed by the franchise manager to meet daily workload commitments with a degree of autonomy. These support functions have a level of responsibility to the corporate level staff and management. Quality Assurance is an example of a function which is independent from the outlet’s day-to-day operations. Even though a key member on the outlet team, the Quality Assurance Observer (QAO) has direct access to the Manager Quality Assurance (MQA) on all quality issues and their proper reporting. All QA candidate selection, hiring and disciplinary actions are approved by the MQA. This approach ensures independence of judgment and integrity without the influence of financial and scheduling pressures.

2.1 Quality Assurance Organisation Structure

Page 7 of 16

General ManagerMQASafety Coordinator

2.2 Project Organisation Structure

2.3 Roles & ResponsibilitiesName Role ResponsibilitiesMQA Overall monitoring & reporting to

top managementTo ensure monitoring at all levels and reporting to top management.

AMQA Timely conducting internal & external audits, effective utilization of QA observers

Responsible to MQA for all the duties assigned. Scheduling of internal & external audits.

Safety Coordinator Monitoring overall safety Ensure safe handling & deliveries of products and ensure health & environmental safety.

QA Observers Spot/snap checks at all stages of operations

Keep a watch on each stage in all departments for implementations of policies and reporting shortcomings to AMQA.

Page 8 of 16

GMManager FinanceAM FinanceManager MarketingManager QAManager OperationsManager HR

3 Methodology & Standards

3.1 Methodology

Quality Assurance ensures to establish and implement required procedures within the organization as per the standard of the organization. The required documents may include Organization Chart, Corporate Policy, System Procedures, Standard Operating Procedures (SOPs), Process Flow Charts, Departmental Objectives, Job Descriptions (JD) and the Quality Plans as per the Quality Management System (QMS). The QA Department will also ensure to maintain records of all activities being carried out within the organization.

The QA Department will ensure that all documents and records are controlled. For this purpose the QA Department will establish a unique identification number for each document and record.

The QA Department will ensure that each department of the organization should establish SOPs for relevant activities of the department and also prepare job description for each designation. The QA staff will monitor that all activities are carried out as per the established SOPs. They will also ensure that every individual is aware of his job description. This department will also keep a check on maintaining proper record of each activity being carried out by the departments.

The QA Department will prepare different plans of monitoring the activities of all departments. These plans may include Spot/Snap checks by the QA Observers on daily basis, weekly/monthly supervisory checks by the QA department, monthly operations meeting, Management review meetings on specified frequency and Internal/External Audits as per annual plans.

Any violation of written procedures/instructions will be termed as CAR whereas the potential hazards (not violation of written procedures) will be termed as PAR. The CARs/PARs will be initiated whenever violation or potential hazard is observed by the QA staff/supervisors. Corrective actions on these CARs/PARs will be taken by the respective department and the action will be confirmed by the QA staff through follow up visits. Similarly the audit reports will be compiled after each internal/external audit and will be followed by raising of CARs/PARs.

The QA Department may establish a procedure to ask customer feedback with specified intervals from all customers. Observation/complaint (if any) will be actioned through raising of CARs/PARs. Corrective actions on these CARs/PARs will be ensured by the QA staff through follow up visits.

Page 9 of 16

3.2 Standards

Standard Reference Monitoring and AssuranceDocumentation QMS Ensure the documents and records are

controlled through internal & external audits, spot/snap checks with regular intervals

Evaluation Auditing Implementation of the documented standards

Record Keeping Auditing Evidences of all activities

Page 10 of 16

4 Coaching & MentoringThe QA Department will arrange awareness classes on all safety related activities for all personnel of the organization at specified frequency or whenever required. QA department will maintain a record of the participation of such classes.

Page 11 of 16

5 Deliverables Reviews & Audits

5.1 Deliverable ReviewsDeliverable to Review When Reviewed by Quality

Assurance (Status or Criteria)How Reviewed by Quality Assurance

All fruits and vegetables On receipt from suppliers Randomly on a specified percentage

All fruits and vegetables At segregation point Randomly on a specified percentage

All fruits and vegetables During Packing Randomly on a specified percentage

All fruits and vegetables At outlets Randomly on a specified percentage

5.2 Process ReviewsProcess to Review When Reviewed by Quality

Assurance (Status or Criteria)How Reviewed by Quality Assurance

All processes (purchasing, segregation, packing, delivering)

Any complaint from the customer At different points with increase frequency of inspection


Drastic change in climate At different points with increase frequency of inspection


Change in market demand At different points with increase frequency of inspection


QA observer’s report At different points with increase frequency of inspection

5.3 Quality Assurance Progress Reviews

Spot/Snap checks by the QA Observers on daily basis.

Spot/Snap checks by AMQA on weekly basis.

Spot/Snap check by MQA on monthly basis.

Coordination Council Meeting on monthly basis.

Customer feedback by QA Department on quarterly basis.

Internal Audits conducted by QA Department on six monthly basis.

Management Review Meeting on six monthly basis.

External Audit by representative of Accreditation body once in a year.

5.4 Quality Assurance Lessons Learned Review

Major/combined points collected in all departments during spot/snap checks and internal audits.

Page 12 of 16

5.5 Independent Review of Quality Assurance

Coordination Council Meeting on monthly basis.

Internal Audits conducted by QA Department on six monthly basis.

Customer feedback by QA Department on quarterly basis.

Management Review Meeting on six monthly basis.

External Audit by representative of Accreditation body once in a year.

5.6 Schedule of Quality Assurance Activities

Stage quality by the QA Observers at every stage on daily basis.

Random check by AMQA on weekly basis.

Random check of all products by MQA on monthly basis.

Annual meeting plan.

Six monthly reviews.

Annual Audit Plan.

Page 13 of 16

6 Feedback & Reports

Reports and Quality Records Provided to Whom Provided When Provided HowFeedbacks of customers Top Management Quarterly basis On specified form

Spot/Snap check record Top Management Whenever observed On specified form

Reports of Audits Top Management After every Audit On specified form

Corrective Action Request (CAR) & Preventive Action Request (PAR)

Top Management Whenever initiated On specified form

Customer Complaints Top Management Whenever received On specified form

Page 14 of 16

7 Problem Reporting & Corrective ActionWhen a violation of written procedure is observed by QA Observer, AMQA, MQA or internal/external auditor, a corrective action request (CAR) will be initiated on a specified form. Similarly when a potential hazard (Not a violation of written procedure) is observed, the preventive action request (PAR) is initiated. The corrective action on these CARs/PARs will be completed by the concerned HODs and action taken will be intimated to MQA. The MQA will ensure the action taken during his follow up visit and the CAR will be closed accordingly. The HODs will also find out the root cause of the CARs and will take preventive actions to avoid reoccurring of similar CARs. The unresolved issues will be brought in the notice of top management on monthly basis by MQA.

Page 15 of 16

Page 16 of 16

Documents

Quality Assurance Plan (Template)