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OIL INDIA LIMITED

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DOCUMENT NAME: QUALITY MANUAL

SECTION TITLE: CONTENTS

SECTION NO ISSUE NO 01 REVISION NO 00

ISSUE DATE 01/06/2012 REVISION DATE

CONTENTS

ISO 9001:2008 Clause

Title Page No

1 Scope 03 - 09

2 Normative Reference 10 - 18

Annexure “A” (Amendment Record Sheet)

11

Annexure “B” (List of procedures Abbreviation)

12 - 13

Annexure “C” (Abbreviation) 14

Annexure “D” (Organisation Chart) 15

Annexure “E” (Interaction of processes)

16

Annexure ‘F’ (Macro process map) 17

Annexure “G” (Process Inter Relationship) 18

3 Terms & Definitions 19

4 Quality Management System 20 - 23

4.1 General Requirement 20

4.2 Documentation Requirements 21 - 23

5 Management Responsibility 24 - 36

5.1 Management commitment 24

5.2 Customer Focus 25

5.3 Quality Policy 26 - 27

5.4 Planning 28 - 31

5.5 Responsibility, Authority and Communication

31 - 34

5.6 Management Review 35 - 36

6 Resource Management 37 - 38

6.1 Provision of Resources 37

6.2 Human Resources 37 - 38

6.3 Infrastructure 38

6.4 Work Environment 38

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SECTION TITLE: CONTENTS


1 ISSUE DATE 01/06/2012 REVISION DATE

ISO 9001:2008

Clause Title Page No

7 Product Realizations 39 - 46

7.1 Planning of product Realizations 39 - 40

7.2 Customer Related Processes 40 - 42

7.3 Design and Development 42

7.4 Purchasing 42 - 44

7.5 Production and Service Provision 44 - 46

7.6 Control of monitoring and measuring device 46

8 Measurement, Analysis and Improvement 47 - 53

8.1 General 47

8.2 Monitoring and Measurement 47 - 49

8.3 Control of Nonconforming Product 50

8.4 Analysis of Data 51

8.5 Improvement 51 - 53

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SECTION TITLE: SCOPE



1 SCOPE

This Manual describes the Quality System of Calcutta Branch Office, Oil India

Limited (OIL) conforming to the International Standard IS/ISO 9001: 2008.

This Quality Manual is an Apex Manual of Quality Management System. This

is linked with Procedure Manual as a cross-reference. This Manual shall be

exclusively used for Quality Assurance of Products and Services (Ref- IS/ISO

9001: 2008).

The scope of Quality Management System of Calcutta Branch of Oil India

Limited states:

“Provision of Services of Purchasing, Inspection and Logistics For Field

Operations of Oil India Limited, and Other Related Support Services.”

This Manual is designed to incorporate the Quality Systems of the following

Sections of Calcutta Branch:

i) Purchase (PUR)

ii) Shipping (SH)

iii) Inspection (INSP)

iv) Other support services provided by Finance & Accounts (A/cs),

Administration (Adm) & Information Technology (IT)

EXCLUSION:

i) Clause 7.3 “Design & Development” excluded since the

organisation Calcutta Branch of OIL delivers services as per the

guidelines, statutes, regulations which have been designed and

developed by the Corporate Office of Oil India Limited. Hence, it has

no design of its own and does not have the facility to carry out this

activity.

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ii) Clause 7.5.2 “Validation of process for production and service

provision” since for all products and process the result of the output

is immediately verified by process and final inspection. Therefore

the requirement stated in the clause of the statement is not

applicable.

iii) Clause 7.6 “Control of monitoring and measuring equipment”:

Monitoring and measuring equipment required for carrying out

inspection and tests on locally purchased products are provided by

respective suppliers. Calcutta Branch ensures that such equipments

have valid calibration. As such, no specific instruments/ equipments

are maintained by Calcutta Branch for the purpose of inspection.

Hence, the requirement under this clause has been excluded from

the requirement of quality management system of Calcutta Branch

Office, Oil India Limited.

1.1 LOCATION & BRIEF INTRODUCTION

Oil India Limited (OIL), a premier “Navratna” National Oil Company under the

Ministry of Petroleum & Natural Gas, Government of India, is engaged in the

business of (i) exploration, production and transportation of crude oil and

natural gas and (ii) production of LPG. OIL was incorporated as a private limited

company on February 18, 1959. In 1981, OIL became a wholly-owned

Government of India enterprise. Over the last few decades, OIL has taken

remarkable strides forward both in its achievement as a corporate entity as well

as a responsible corporate, sensitive to its social obligations. The Company

presently produces around 3.90 MMTPA of Crude Oil, around 7.93 MMSCUMD of

Natural Gas and about 45,000 Tonnes of LPG annually.

OIL has over 1.65 lakh sq km of acreages including domestic and international

assets for its exploration and production activities. The Main Producing Areas

are in the North East Indian states of Assam & Arunachal Pradesh and Rajasthan

in the Western frontier. Oil India Limited, which started as a Company, based in

the North-East India, has now pan-India presence. Currently, OIL is exploring for

oil and gas in other blocks acquired by it such as onshore areas of Ganga Valley

and Mahanadi. OIL also has participating interest in NELP exploration blocks in

Mahanadi Offshore, Mumbai Deepwater, Krishna Godavari Deepwater, etc. OIL

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has also spread its wings globally with its presence in overseas projects in

Gabon, Iran, Nigeria, Sudan, Yemen, Libya, Egypt, Timor Leste, Orinoco Heavy Oil

Belt, Carabodo and Venezuela.

OIL has been a consistent and superior performer in various core business areas

over the years. Its feats have been recognised in India as well as internationally

by world-renowned institutions and agencies.

Now, focussing on Calcutta Branch of Oil India Limited, this Office plays a crucial

supportive role in the overall productivity and growth of the Company.

Strategically, the city of Calcutta carries a lot of significance to OIL. This can be

attributed to the following factors:

i. Calcutta is the gateway to the North-East where OIL’s major producing

assets are located.

ii. Calcutta is the nearest nerve centre of industrial units to the North – East.

As such, the city has the potential to provide a large part of the much

needed materials & equipment required for the running of the Company’s

Field Installations.

iii. The sea port & airport at Calcutta provide gateways for bringing in a

variety of specialised necessary equipments from abroad.

iv. Calcutta, being a centre of trade & commerce, provides opportunities for

investment of funds and other related financial initiatives.

To leverage the strategic benefits as outlined above, Calcutta Branch came into

existence as early as the 1950s. During the initial days, the office used to operate

from Victoria House, Chowringhee Square. On 1st September, 1955, Calcutta

Branch shifted to the present Office set up at 4 India Exchange Place, Dalhousie.

Over the years, Calcutta Branch of OIL has been playing a key role in providing

critical support services in procurement of materials, logistics management,

investment of funds etc and thereby meaningfully contributing to the overall

interest of the organisation.

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The activities within Calcutta Branch can be categorised into the following three (3)

primary functional areas, viz.

A. Purchase:

The Purchase Section plays the important role of procuring materials from

indigenous sources against requirements from other Spheres of OIL to ensure

a steady flow of materials for uninterrupted Field operations. The objective of

this Cell is “To procure right quality of materials in right quantity at the right

price from the right source at the right time”.

B. Shipping:

The Shipping Section is responsible for obtaining clearances for all sea and air

shipments that arrive at Calcutta and then subsequent despatch by road/ rail

network to the Sphere of destination. This is a critical activity that ensures

timely arrival of critical equipment at Field Installations.

C. Inspection:

The Inspection Cell of Calcutta Branch Office is primarily responsible for pre-

despatch technical inspection of mostly stock items and some direct-charge

items at the supplier’s works or godown. Thus, Inspection Cell helps to reduce

rejections at the user end, thereby ensuring lower equipment down-time and

smoother operations in the Fields to achieve organizational targets. The

Inspection Cell is also responsible for carrying out technical scrutiny of offers

as & when such request is received from Purchase Section.

Besides the above primary functional areas, Calcutta Branch also has a few

other important support functions that complement the primary functions

outlined above. These are:

D. Finance & Accounts:

i. The primary functionality of Finance & Accounts Section is to

complement the Purchase & Logistics functions mentioned above.

It is entrusted with the responsibility of processing of bill payment,

cash flow & fund flow management, formulation

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of budgets and applications for the branch, disbursement of wages

& salaries, organizing customs payment, import related payment

for clearance of goods etc. Additionally, this Section handles

investment of Superannuation Funds.

E. Administration:

This Section is responsible for: i. Managing the area of Employee Relations functions within

Calcutta Branch;

ii. Ensuring proper training to the employees;

iii. Maintaining HR records like personal data, leave, training

records etc

iv. Liaisoning with Govt./PSU authorities;

v. Medical services to existing/retired employees;

vi. Handling transit movements & accommodation at Calcutta;

vii. Maintenance of Company Flats/Properties/Guest Houses;

F. IT:

The role of IT Section at Calcutta Branch is to plan, procure, deploy and

maintain the IT infrastructure at the Main Office, Shipping Office and

Shipping Godown for a smooth operation of all the business functions

dependent on usage of IT.

G. Hindi:

The role of Hindi Section is to promote the use of Hindi language for

official purposes.

H. Vigilance:

The role of Vigilance Department is to promote ethics & probity in

building up a sound framework of preventive vigilance, thereby assisting

OIL to achieve a clean image & overall excellence.

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1.2 MANUAL DISTRIBUTION:-

The distribution, control and revision of this Quality Manual shall be the

responsibility of Management Representative. The copy of Quality Manual

is distributed to the following only:

COPY HOLDER COPY NO. MEDIA

Head Calcutta Branch Office 01 Hard

Management Representative 02/ Master Copy Hard

HOD Administration 03 Hard

HOD Shipping 04 Hard

HOD Finance & Accounts 05 Hard

HOD Inspection 06 Hard

HOD Purchase 07 Hard

HOD Information Technology 08 Hard

Certification Body 09 Hard

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SECTION TITLE: AMENDMENT OF THE MANUAL



1.3 AMENDMENT OF THE MANUAL

All amendments to this manual must be authorised by the Head

Calcutta Branch. Change shall not be implemented in the organisation

until amendments have been formally issued.

The Management Representative is responsible for issuing, distribution

and updating the manual. The Management Representative alone is

responsible for the administration and the incorporation of all

amendments.

Each controlled copyholder of the quality manual is responsible for

maintaining and keeping his/her copy up to date when revisions are

issued.

Each amendment shall be effected by insertion of the only revised page

or pages for each controlled copy in existence.

The revision No. of each amended page shall be incremented and

dated. Details of all changes shall be recorded on the Amendment

Record Sheet.

1.3.1 The amendment shall be recorded in the Amendment Record Sheet of

each controlled copy as per Annexure “A”

Reference: ANNEXURE ‘A’

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SECTION TITLE: NORMATIVE REFERENCE



2. NORMATIVE REFERENCE

2.1 IS/ISO 9001: 2008 Management Requirement (Third revision)

Quality systems.

2.2 IS/ISO 9000: 2005 Quality Management system –

Fundamental and vocabulary

2.3 Annexure “A” Amendment Record Sheet

Annexure “B” List of procedures with reference to

IS/ISO 9001: 2008 clauses and QM.

Annexure “C” Abbreviations

Annexure “D” Organisation chart.

Annexure “E” Interaction of the Process

Annexure “F” Macro Process Map

Annexure “E” Process Inter Relationship

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SECTION TITLE: AMENDMENT RECORD SHEET



ANNEXURE “A”

AMENDMENT RECORD SHEET:-

Amendment

No. Section

Issue No

& Dt.

Old Rev

No. & Dt.

New Rev

No. & Dt.

Brief

Description

Amended

by MR

Approved

By Unit Head

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SECTION TITLE: LIST OF PROCEDURES WITH REFERENCE TO IS/ISO 9001 CLAUSE & QM



ANNEXURE “B”

Slno Procedure

No TITLE

IS/ISO 9001

Clause/QM para Section

1. SOP MR 01 Procedure for control of documents 4.2.3

2. SOP MR 02 Procedure for control of quality records 4.2.4

3. SOP MR 03 Procedure for internal quality audit and management

review 5.6 & 8.2.2

4. SOP MR 04 Procedure for corrective action & preventive action 8.5.2 & 8.5.3

5. SOP MR 05 Procedure for control of non-conforming product 8.3

6. SOP MR 06 Procedure for disposal of customer complaint 8.4

7. SOP PUR

01

Procedure is to procure right materials at right time at

right price.

7.2, 7.4 &

7.5.1

8. SOP Sh 01 Procedure to make available the imported goods in time

for field operations 7.5.1

9. SOP Sh 02 Procedure is to timely make payment to suppliers for

the imported goods for field operations 7.5.1

10. SOP Sh 03 Procedure to make timely payment to suppliers for the

imported goods for field operations 7.5.1

11. SOP Sh 04 Procedure to timely make payment to suppliers for the

imported goods for field operations 7.5.1

12. SOP Sh 05 Procedure to timely confirmation of freight forwarder

upon readiness of material for effecting sea shipments 7.5.1

13. SOP Sh 06 Procedure for timely clearance of imported cargoes

arrived by air against OIL’s purchase orders/contracts 7.5.1

14. SOP Sh 07 Procedure for timely clearance of imported cargoes

arrived by sea against OIL’s purchase orders/contracts 7.5.1

15. SOP Sh 08 Procedure to despatch imported materials from

Brooklyn transit godown to respective spheres of OIL 7.5.1

16. SOP Sh 09

Procedure to make timely re-export of

damaged/rejected/wrong supply materials and & re-

import of materials re-exported for refurbishment

7.5.1

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SECTION TITLE: LIST OF PROCEDURES WITH REFERENCE TO IS/ISO 9001 CLAUSE & QM



Slno Procedure

No TITLE

IS/ISO 9001

Clause/QM

para Section

17. SOP Sh 10 Procedure is to process Indian Agency Commission

bills against global orders of OIL 7.5.1

18.. SOP A/cs 02 Procedure to process bills received from Sundry

Creditors (Stores) 7.5.1

19. SOP A/cs 04 Procedure to process Inland Transport Freight Bills

and Surveyor’s Bills on Imported Materials 7.5.1

20. SOP A/cs 05 Procedure to process bills received from Sundry

Creditors (Stores) through Bank 7.5.1

21. SOP A/cs 07 Procedure to process Freight/Other Charges relating

to Foreign Purchase Orders 7.5.1

22. SOP A/cs 08 Procedure to process LC Opening Applications against

Foreign Purchase Orders with SBI, Kolkata 7.5.1

23. SOP A/cs 09 Procedure to process AMC’s, transport bills, hotel bills

and Misc. bills received from Sundry Creditors 7.5.1

24. SOP A/cs 11 Procedure to process all payment bills of Kolkata

Office 7.5.1

25. SOP INSP 01 Procedure to carry out pre-despatch inspection of

materials procured from in and around Calcutta 7.4.3

26. SOP ADM 08 Procedure for processing In-country/In-house

Training for unionised employees 6.2.2

27. SOP IT 01 Procedure for timely maintenance of IT resources 6.3

28. SOP IT 02

Procedure for administration/ maintenance of

network infrastructure and network downtime

recording

6.3

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SECTION TITLE: ABBREVIATION



ANNEXURE “C”

Unit Head : Head Calcutta Branch

HOD : Head of the Department

HOS : Head of Section

MR : Management Representative

O/C, OC : Officer-in-Charge

SO : Section Officer

SA : Sectional Assistant

SOP : Standard Operating Procedure

QSF : Quality System Format

CB : Calcutta Branch

Designation Generic Designation

HOD Administrative Section HOD Admin

HOD Purchase HOD Purchase

HOD Finance & Accounts HOD A/cs

HOD Shipping HOD Shipping

HOD Inspection HOD Inspection

HOD Information Technology HOD IT

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SECTION TITLE: ORGANISATION CHART

SECTION NO ISSUE NO

2 ISSUE DATE

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QUALITY MANUAL

ORGANISATION CHART

ISSUE NO 01 REVISION NO

ISSUE DATE 01/06/2012 REVISION DATE

ANNEXURE

INDIA LIMITED


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00

REVISION DATE

ANNEXURE “D”

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SECTION TITLE: INTERACTION OF THE PROCESS



ANNEXURE: “E”

INTERACTION OF THE PROCESS:

List of Processes

Function Process

1. Management Management Review Meeting (MRM)

2. Service Realisation Purchase, Shipping, Inspection supported by Finance &

Accounts, Administration, Information Technology

3. Measurement Internal Audit (IA), Scrutiny & Verification (SV)

Process Interaction Matrix

Processes MRM PUR A/cs SH INSP ADM IT IA

Management Review

Meeting (MRM)

* * * * * * *

Purchase (PUR) *

* * * * *

Finance & Accounts

(A/cs) * * * * * *

Shipping (SH) * * * * *

Inspection (INSP) * * * * *

Administration

(Adm) * * * * * * *

Information

Technology (IT) * * * * * * *

Internal Audit (IA) * * * * * * *

Positive Interaction

*

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SECTION TITLE: MACRO PROCESS MAP



ANNEXURE “F”

MACRO PROCESS MAP:

Cu

sto

me

rs,

Sta

tuto

ry, R

eg

ula

tory

&

org

an

isa

tio

n r

eq

uir

em

en

t

Management Review

Meeting

Resource

Management

Internal Audit

Scrutiny &

Verification

Purchase, Shipping,

Inspection and support

services provided by

Finance & Accounts,

Administration & IT

Cu

sto

me

r’s

sa

tisf

ac

tio

n

Service

Continual

Improvement

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SECTION TITLE: PROCESS INTER RELATIONSHIP



ANNEXURE “G”

PROCESS INTER RELATIONSHIP

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SECTION TITLE: TERMS AND DEFINATIONS



3. TERMS AND DEFINITIONS

i. For the purpose of this Manual the definitions given in

IS/ISO 9000: 2008 shall apply.

ii. QUALITY MANUAL: A document specifying the Quality

Management system of an Organisation.

Note: A Quality Manual would normally contain no proprietary

information and may be used for customers and third-party

assessors.

Procedure Manual: Description of the activities of the individual

sections needed to implement the Quality System elements.

In the Quality Manual & Procedure Manual, the following terms

have been used synonymously:

1. Customer & beneficiary,

2. Records & quality records,

3. Product & services,

4. Head of Department (HOD)/Head of Section

(HOS) are used synonymously for Departmental

Head,

5. Organisation & Calcutta Branch Office,

6. The docket number & issue number mentioned

in the procedure manual have been used

synonymously.

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SECTION TITLE: QUALITY MANAGEMENT SYSTEM



4. QUALITY MANAGEMENT SYSTEM

4.1 GENERAL REQUIREMENT: -

The Organisation has established documented, implemented and

maintained Quality Management system and their application

throughout the organisation. It has also established a system to

continually improve its effectiveness in accordance with the

requirement of this standard.

The determination of the process, their sequence and interaction

those needed the Quality Management System are detailed in the

Annexure E & G. of this manual. Individual processes for respective

services are determined and documented in procedure manual as

detailed Annexure B.

Processes needed for Quality Management System also include

process for Management activities, provision of resources and

information necessary to support the operation and monitoring,

measuring where applicable and analysis of these processes (Refer

Analysis of Data Sec.8.4) including the processes for continual

improvement of these. For the out-sourced processes that affect

product conformity with requirements, necessary control systems

are established. The type and extent of control to be applied to

such out-sourced processes are identified in their respective

purchase documents (Ref. Sec.7.4).

The organisation has also determined the criteria and method to

ensure that operation and control of these determined processes

are effective. The same is detailed in the list of procedures (Ref:

Annexure “B”) based on the analysis of data, for measuring the

objective at various sections (Ref: 5.4.1.1). Organisation shall take

suitable action for achieving planned results and for continual

improvement of the processes.

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4.2 DOCUMENTATION REQUIREMENTS:

4.2.1 GENERAL

The Quality Management system documentation shall include:

a) Quality Manual including Quality Policy and Quality Objectives,

Documented Procedures required by IS/ISO 9001: 2008 Standard

and also the procedures/documents needed by the Organisation to

ensure the effective planning Operation and Control of processes.

b) Documents including records required by IS/ISO 9001: 2008

standard and those documents determined by the organisation to

ensure effective planning, operation and control of these processes

duly referred to in the generating procedure. In addition to this,

necessary interaction of processes is shown in Annexure “E”.

4.2.2 QUALITY MANUAL

Quality Manual i.e. the Manual in hand includes

a) The scope of the Quality Management System, including details

of the justification for any exclusion as given in Sec. 1.

b) The reference to the documented procedures (Ref. Annexure B)

c) Description of the interaction between the processes of Quality

Management System. The interaction between the processes

are referred while addressing the various requirements of

IS/ISO 9001:2008 Standard. (Ref. Annexure E & F).

d) The list of processes determined in different process centres as

mentioned in Sec 4.1 of this manual. Further Annexure “B”

gives the list of procedures for complying the processes.

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4.2.3 CONTROL OF DOCUMENTS:

4.2.3.1 DOCUMENT AND DATA APPROVAL AND ISSUE

Head CB, OIL shall be the approving authority for the

documents related to Quality System, as per reference

procedure No SOP MR01.

4.2.3.2 The preparing, reviewing, updating, approving/re-

approving and issuing authority of specific

documents/records are detailed in the Authority Matrix

given in the reference procedure No SOP MR01.

4.2.3.3 The procedure shall ensure that only the latest

version/editions of the relevant printed standards are

available with the HOD for reference by the concerned user

department and obsolete standards shall be removed from

the point of use.

4.2.3.4 The controls by all the Authorities as explained in the

Authority Matrix (SOP MR 01) shall ensure the following: -

i. Approve documents for adequacy prior to issue.

ii. Review and update as necessary and re-approve

documents.

iii. Changes and the current revision status of documents

are identified.

iv. The availability of legible, readily identifiable and

pertinent issues at points of use for effective

functioning of quality system.

v. The documents of external origin determined by the

organisation to be necessary for the planning and

operation of the quality management system shall be

identified and their distribution shall be controlled.

vi. Prompt removal of obsolete documents from all points

of issue & use and identification of obsolete

documents retained for any purpose.

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A Master list of Documents as mentioned in procedure No

SOP MR01 shall be maintained classifying each kind of

document separately to ensure that the non-applicable

documents of all sorts are prevented from being used.

4.2.3.5 DOCUMENT AND DATA CHANGES

Any Quality System Documents may be required to be

changed. The preparing authority shall be responsible for

initiating any change. The Reviewing and Approving

Authority shall however remain the same as per authority

matrix detailed in reference procedure No QSF MR01. All

the changes including current revision status shall be

identified in respective documents. All documents shall be

supported with amendments/ Govt. orders recommended

by the respective authorities.

4.2.4 CONTROL OF RECORDS:

4.2.4.1 For effective implementation and follow up of quality

management system, the required quality records shall be

identified, remain legible, indexed, filed and maintained.

4.2.4.2 All quality records shall be effectively used to achieve

desired quality, effective operation and decision-making.

4.2.4.3 All records shall be stored properly in the safe custody of

the respective section and to facilitate ready retrieval. The

retention period of the records shall be specified for

disposal (QSF MR 05).

4.2.4.4 All records shall be made available to customer to meet the

contractual obligation, if any.

4.2.4.5 Procedure for controlling of Quality Records shall be

followed as per procedure No. SOP MR02. This control takes

care of the identification, storage, protection, retrieval,

retention time & disposition of records.

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4.2.4.6 In the various QMS Document, Records and Quality Records

have been used synonymously.


SECTION TITLE: MANAGEMENT RESPONSIBILITY



5. MANAGEMENT RESPONSIBILITY

PURPOSE

The purpose for which Calcutta Branch of Oil India Limited is

created is to provide quality, reliable & timely support services to

User Departments of Oil India Limited at Operational Areas for

uninterrupted Field Operations. Head - Calcutta Branch Office is

responsible for planning & executing necessary steps to ensure the

same. He is also responsible for ensuring improvement in the

quality of the services provided on a continual basis.

5.1 MANAGEMENT COMMITMENT:

Evidence of Management commitment to the development and

implementation of the Quality Management system are established

by:

i) Establishing the Quality Policy appropriate to the

organisation and Quality Objectives according to the

requirement of continually improving the system.

ii) Communication within the Organisation. The importance of

meeting customer requirements shall be communicated

within the organisation through its Quality Policy as well as

statutory and regulatory requirements and through office

orders, meetings, and circulars.

iii) Conducting management reviews at regular intervals

(Ref. para 5.6)

iv) Ensuring the availability of resources (Ref. Para 6.0)

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5.2 CUSTOMER FOCUS:

Determination & fulfilment of customer/ beneficiary requirement

is ensured through well defined mechanisms as explained in

Clause 7.2.1 of this Manual. Also, to enhancing customer/

beneficiary satisfaction, feedback from customer/ beneficiary

shall be obtained through feedback format (QSF MR 14). Any

suggestion by Customer with a potential impact on improvement

of Quality System Management of Calcutta Branch shall be

discussed in Management Review Meeting & suitably acted upon.

Customer Complaints, if & when there is any, will be reviewed

quickly & responded to. Any corrective/ preventive measure

identified for adoption after review of Suggestion & Complaint

shall be implemented suitably.

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5.3 QUALITY POLICY

Quality Policy

“We, at the Calcutta Branch Office of Oil India Limited, are committed to provide

reliable, timely and quality support services to our core business

of Oil and Gas Exploration.

We are also committed to delight our customers and other stakeholders through

continual improvement while complying with statutory and regulatory

requirements.”

Date: 12.3.12 Head Calcutta Branch Office

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5.3.1 IMPLEMENTATION OF POLICY

The organisation has established a Quality policy appropriate to

the purpose of the organisation. For understanding of the policy,

the policy statement shall be displayed at appropriate places in the

office building. The Quality policy shall provide the framework for

establishing and reviewing Quality objectives. All the HOD of the

Sections shall ensure that the essence of the policy statement is

communicated and understood by all the employees working

under them by discussing with them the Quality Policy from time

to time. Quality Policy shall also be reviewed periodically for

continuing suitability.

The Management Representative shall ensure that the system is

implemented. For the effective implementation of the policy, the

Quality Management Procedures defined in this Manual and its

supporting documentation is mandatory for all employees. All

employees shall be aware of the Quality Management

requirements. Each employee is responsible for performing

his/her own work in such a way so that it satisfies the existing

quality requirements. For ensuring its continuing suitability the

policy shall be reviewed periodically in the Management Review

Meeting (Ref. Para 5.6).

The management shall ensure continual improvement of

effectiveness of the Quality Management System through its efforts

as mentioned in para 8.5.1.

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5.4 PLANNING:

5.4.1 QUALITY OBJECTIVES:

The following measurable Quality objectives, which are consistent

with the Quality policy, have been arrived at in view of the product

requirement at relevant functions and levels within the

organisation.

The Quality objectives shall be measured by fixing targets for

appropriate functions on priority basis.

1. To provide timely and quality services to our customers.

2. To continually monitor feedback from customers so as to

deliver the services in an efficient and effective manner.

3. To develop competency of employees through training.

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5.4.1.1OBJECTIVES AT VARIOUS PROCESS CENTRES:-

The following objectives and their measurement index have been

identified at various process centres (Sections/Offices), which are

applicable to the concerned Departments/Sections/Offices.

Data acquisition and maintenance: Respective Sections

Data analysis, preparation of summary and submitting to respective in-

charge: Respective Section

Decision for taking improvement action: Management Review Meeting

and Action Report to Management Review Meeting: Respective HOS.

Slno Section Objectives Measurement Index

1 Purchase To finalise all procurement

within the internal lead time

%age of cases

completed within the

internal lead time.

To ensure responsive and

competitive vendor base

%age of cases achieved

against internal target.

2 Shipping To ensure shipment of foreign

purchase materials in time

%age achieved

Timely clearance of imported

goods complying with

statutory norms

Demurrage/MT

Timely dispatch of cleared

cargo to various Spheres of

OIL

%age achieved

3 Inspection To carry out timely inspection

of materials against inspection

calls received

%age of inspection

done

To minimize rejection of

inspected materials at the user

end.

Minimum 98%

acceptance

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Slno Section Objectives Measurement Index

4 Finance &

Accounts

Timely processing of

suppliers bills

%age of bills processed

within payment terms

of Orders/ Contracts

5 Administration To enhance competency of

unionised employees through

exposure to in-house/ in-

country training

%age exposure

6 IT Ensure minimum downtime

for computer hardware

resources available with

various users

%age uptime

Ensure minimum downtime

for LAN

%age uptime

Ensure deployment of

Antivirus Software at all

desktops

100% deployment

7 MR To maintain Internal Audit

schedule and Management

Review

No of Internal Audit

and Management

Review carried out

within schedule.

To ensure Organizational/

Sectional Quality Objectives/

Targets

No of Targets achieved

To ensure timely

implementation of corrective

action and preventive action

No of corrective and

preventive action

implemented within

time

To ensure closure of NCRs

within time.

100%

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5.4.2 QUALITY MANAGEMENT SYSTEM PLANNING

a) The planning of the Quality Management system shall be carried

out in order to meet the requirements of given in the 4.1 of ISO

9001:2008 as well as the quality objectives.

The input of the planning for the Quality Management System is

the Quality Policy, Quality Objectives, interaction of processes,

procedures (Ref. Para 4.2.2) and Annexure B (List of procedures

reference to IS/ISO 9001:2008).

b) The integrity of the Quality Management System shall be

maintained through the document control procedure 4.2.3 and

4.2.4 of IS/ISO 9001:2008 clause whenever changes are to be

incorporated in QMS.

5.5 RESPONSIBILITY, AUTHORITY AND COMMUNICATION:

ORGANISATION:

Reference: - ANNEXURE “D”

The details giving the reporting relationship between personnel,

who manage, perform and verify (including audit) work as

required by the quality system, are given in Annexure ‘D’.

The responsibility and authority of Sectional Heads & their

Subordinates have been identified & communicated to make

everyone understand the responsibility expected out of him/ her

by Calcutta Branch.

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5.5.1 Responsibility & Authority:

As mentioned in office note no 08 dated 14.5.2012

However, for the purpose of Quality Management System, Head

Calcutta Branch Office shall also have following responsibilities

and functions

i. Formulation and review of quality policy and quality objectives

and set quality targets.

ii. Ultimate responsibility for enhancing customer’s satisfaction

and meeting delivery schedule of the services.

iii. Ultimate responsibility for providing necessary resources to

meet the targets qualitatively, quantitatively and in time.

iv. Ultimate responsibility for the implementation and

maintenance of quality assurance system.

v. Ultimate responsibility for up gradation of skill of employees

vi. Ultimate responsibility for achieving quality objective and

targets.

vii. Acts as Chairman of Steering Committee for management

review meeting

viii. Continual improvement of the system

In addition to responsibilities and authority specified in the above

mentioned office orders, concerned HODs shall be responsible for

implementing Qualify Management System in their respective sections.

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5.5.2 MANAGEMENT REPRESENTATIVE

Head CB shall appoint through office order a ‘MANAGEMENT

REPRESENTATIVE’ from the Organisation’s Management with executive

responsibility who, irrespective of other responsibilities shall exercise the

following:

i. He will ensure that the processes needed for Quality Management System

are established, implemented and maintained in accordance with the

International Standard IS/ISO 9001:2008.

ii. He will report to Head CB regarding performance of the Quality System as

a basis for improvement of Quality System. The responsibility of MR also

includes liaison with the External organisations on matters relating to

Quality Management System of Calcutta Branch Office, OIL.

iii. He will verify the implementation of solutions.

iv. He will also ensure that deficiency or unsatisfactory condition has been

corrected.

v. He shall organize Internal Audits at proper intervals.

vi. He shall also monitor the effectiveness of the corrective actions against

Non Conformity Reports (NCRs) through Internal Audit.

vii. He shall also study the adequacy of Quality Management System and

suggest improvements to Head CB.

viii. He shall be the Co-ordinating Officer for Management Review Meeting.

Management Review Meeting shall be conducted at least once in six

months and record of all such Review Meetings shall be maintained by

MR.

ix. He shall arrange to communicate to the concerned officers for initiating

corrective/ preventive action to improve the quality of the services as and

when decided in the management review meeting.

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x. He shall also present the findings of Internal Audit in the Management

Review Meeting with the help of Audit Analysis Chart.

xi. He will ensure that non-conformities in Quality Management System

identified during Internal Audit are eliminated.

xii. He shall also monitor corrective action to ensure sustainability of

achieved objective measurement index.

xiii. He will also initiate, recommend and provide solutions through proper

Channel for nonconformities in Quality Management System.

xiv. He will ensure the promotion of awareness of customer requirements

throughout the organization by communicating the Quality policy as per

section 5.3.1, Quality Objectives, interaction with the employees and

through conduct of scheduled internal audit and certification audit by

certification body.

5.5.3 INTERNAL COMMUNICATION:

Effectiveness of the Quality Management System is measured by the

achievement of the target, which are set time to time and the same is

communicated by written letter through filing system format and for

mass communication through Notice Board in different sections and

through telephone & verbal communication and through internal meeting,

office order.

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5.6 MANAGEMENT REVIEW:

5.6.1 GENERAL:

Organisation’s Top Management with executive responsibilities

shall review the Quality Management System at least once in six

months to ensure its continuing suitability, adequacy effectiveness

and assessing opportunities for improvement and the need for

changes in satisfying the requirements of this international

standard and organization stated Quality Policy and Quality

objectives.

In order to comply with these requirements, Management Review

Meeting shall be organized under the chairmanship of Head CB.

HODs and Invitees, if required by Head CB with executive

responsibilities in their respective areas shall be present in the

Management Review Meeting. Management Representative shall

be responsible to organize the meeting. Interval of Management

Review Meeting and Agenda for discussion shall be followed as per

laid down procedure No. SOP MR03. Records of Management

Review shall be maintained.

5.6.2 REVIEW INPUT:

The input to Management Review shall include information on

a) Results of audits.

b) Customer feedback.

c) Process performance and product conformity (Ref para

8.4 & 8.5)

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d) Status of preventive and corrective actions.

e) Follow up actions from previous management reviews.

f) Changes that could affect the Quality Management

System

g) Recommendations for improvement (Ref. Para 8.5)

5.6.3 REVIEW OUTPUT:

The output to Management Review shall include any

decisions and actions related to:

a) Improvement of the effectiveness of the Quality

Management system and its process.

b) Improvement of product/services related to customer

requirement.

c) Resource needs.

d) Item a & b also include new related targets.

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SECTION TITLE: RESOURCE MANAGEMENT



6. RESOURCE MANAGEMENT

6.1 PROVISION OF RESOURCES:

Adequate resources have been provided to implement and

maintain the Quality Management System. Further resources

requirement to continually improve the system effectiveness

and to enhance customer satisfaction by meeting customer

requirements obtained through feedback report received

through customer/beneficiary suggestion form (QSF 12) and

other source development related information shall be

assessed by responsible authorities and the same shall be put

up in the Management Review meeting for discussion and

approval (Refer. Para 5.6). The Organisation’s Top

Management is committed to provide the same as far as

possible.

6.2 HUMAN RESOURCES:

6.2.1 System has been put in place to ensure the required level of

competence of work personnel to carry out respective jobs by

way of suitable exposure to training, on-the-job experience

etc.

6.2.2 COMPETENCE, AWARENESS AND TRAINING

Oil India Limited, Calcutta Branch has determined the

necessary competence for personnel performing work-

affecting conformity to product requirements and the

employee base has been suitably built up accordingly. OIL

has established policy framework for training and

development of its employees to enhance their skill and

competence towards better performance. HOS-

Administration is the nodal agency to co-ordinate & to

implement the training related requirement for all the staff

members of Oil India Limited, Calcutta Branch. HOS-

Administration is also responsible for maintaining

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appropriate records of education, training skill and

experience. Effectiveness of training is evaluated to ensure

usefulness & relevance of the same.

For officers, the training is coordinated/ administered

throughout the organisation by T&D Department of Oil India

Limited.

6.3 INFRASTRUCTURE:

The organisation has determined, provided and maintained the

infrastructure needed to achieve conformity to product

requirements. Necessary infrastructure in terms of building,

workspace associated utility and support services (transport,

communication, information system etc.) to meet the Quality

requirement have been established and are in place. Head CB is

responsible for taking necessary action for maintaining, renovating

and replacement of assets as per Company’s laid down budgetary

procedures.

The above infrastructure is maintained to ensure that the same

continues to meet the requirement.

6.4 WORK ENVIRONMENT:

The organisation determined the needs for suitable work

environment for achieving conformity to service requirement and

manages the same. General cleanliness at the office is maintained.

Necessary lighting, adequate ventilation and drinking water

facilities are provided at required places.

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7 PRODUCT REALIZATION

7.1 PLANNING OF PRODUCT REALIZATION:

Calcutta Branch Office of Oil India Limited shall plan and adopt the

guidelines needed for implementing Oil India Limited’s

programme and policies to ensure effective implementation of

various functions as referred in List of procedures (Annexure B).

Planning of product realisation shall be consistent with the

requirements of other processes of the quality management

system. Product (Service) realization applies to those processes

which impact directly on the Calcutta Branch’s provision of

services under scope. The following processes have been identified

as being relevant to supporting product realization:

1. Purchase (PUR)

2. Shipping (SH)

3. Inspection (INSP)

4. Other support services provided by Finance & Accounts

(A/cs), Administration (Adm) & Information

Technology (IT)

The quality objectives shall be determined keeping in view the

requirements for the services and the same shall be reviewed

through the implementations of various system procedures. Those

responsible for overseeing the administration of the process shall

ensure that objectives are established and requirements identified.

The organisation shall establish appropriate process, documents

and provide resources specific to the service. Necessary

verification, monitoring, inspection and test activities specific to

the services and criteria for acceptance shall be determined.

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SECTION TITLE: PRODUCT REALIZATION



Records of the status of the delivery plan and the status of

individual customer service progress are kept. During processing,

one can access these records and the delivery plan. Section 7.5,

Production and Service Provision, of this manual provides further

details with regards to the delivery of services.

The procedures (List of procedures Annexure B) along with the

quality objectives and sectional objectives shall be treated as

quality plan.

The identification of records needed to provide evidence that the

realization process and resulting service shall be maintained to

meet the requirements.

Output of the planning is available in a form suitable for the

organisation.

7.2 CUSTOMER RELATED PROCESS

7.2.1 DETERMINATION OF REQUIREMENT RELATED TO THE

PRODUCT:

The “product” of Calcutta Branch Office of Oil India Limited is the

service that it provides. Purchase requisition shall be considered

as contract document for determination & review of requirement

related to the product.

a) Individual sectional procedure addresses the contract review

required for determination of requirements related to the service

provided and its review. The procedure takes care of requirements

specified by the customer including the requirements for delivery.

b) Requirement not stated in 7.2.1 stated in (a) above, but necessary

for end use, is taken care of by the Review Process.

c) The organisation shall adhere to all statutory & regulatory

requirements related to the scope of activities.

d) The organisation shall determine any additional requirement if

needed.

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7.2.2 REVIEW OF REQUIREMENTS RELATED TO THE PRODUCT:

The competent authorities of purchase section shall review the

requisition received from the requisitioning department prior to

organisation’s commitment to supply the product to the

beneficiary and ensure that

a) Adequate documents are provided & that product

requirements are defined;

b) Requirements differing from those in the customer order

are resolved well in time;

c) Calcutta Branch has got the capability and infrastructure to

meet the contractual requirements.

This review shall be recorded by assigning signature on the

purchase requisition form along with comments on actions if any.

Records of all contract reviews shall be maintained.

Where the customer provides no documented statement of

requirements of the services sought for, these shall be confirmed

before acceptance.

Where the requirements of service delivery are changed, (e.g.

change requested by customer in service requirement) it shall be

ensured that relevant documents are amended as per the

respective procedure of the section and that relevant personnel

are made aware of the changed requirements through the process

of Internal Communications.

7.2.3 CUSTOMER COMMUNICATION:

i. Calcutta Branch has incorporated mechanisms in the work

processes for effective communication with customers regarding

a) product information, enquiries, contracts or order handling,

including amendments.

ii. Customer Feedback Forms are periodically sent to Customers by

Calcutta Branch. Feedbacks received are considered in service

review and planning. Suggestions areas and areas of

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concern are taken for discussion in Management Review Meeting

based on merit. Complaints received from Customers are entered in

Complaint/suggestion register & suitable steps are taken to deal with

the same after proper review.

7.3 DESIGN AND DEVELOPMENT:

Calcutta Branch Office, Oil India Limited does not conceive, design and

develop any services of its own. Oil India Limited has designed the

service requirements. Hence the requirement under this clause has

been excluded from this Quality Management System.

7.4 PURCHASING:

7.4.1 PURCHASING PROCESS

Calcutta Branch Office shall ensure that purchased product/ services

conform to specified purchase requirements. The type and extent of

control applied on the supplier, and the purchased product / service

depends upon the effect of the purchased product / service on

subsequent product realisation of the service delivery. Fundamental

procurement policy of OIL entails procurement of right quality of

materials in right quality and at right price.

To achieve the above, OIL has in place a well-defined procurement

process as detailed in the Purchase Manual, 2012 covering the various

aspects of purchasing including tendering, criteria for selection of

vendors & their evaluation in conformance to statutory guidelines/

directives laid down by the Govt of India. Re-evaluation of vendors

including its criteria is mentioned in SOP PUR 01.

Records of the results of these evaluations and any necessary action

arising out from the evaluation shall be recorded.

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7.4.2 PURCHASING INFORMATION

7.4.2.1 Purchasing documents are required to contain clear descriptions of

the product ordered. Such documents are reviewed and endorsed by

an authorized signatory prior to release to ensure that the supplier is

provided with adequate information and understand the

requirements correctly.

While reviewing following points shall be considered as appropriate:

a) Requirements for approval of product, procedures,

processes and equipment.

b) Requirements for qualification of personnel and

c) Quality Management System requirements.

All purchases are reviewed and approved by the competent authority

prior to their communication to the supplier. The supplier is

determined through an evaluation process as laid down in the

Purchase Manual 2012.

Contracts signed with suppliers who have been awarded a tender are

reviewed and approved. Only Approved Suppliers (Ref. Approved

Supplier List) are considered during any tendering process.

7.4.2.2 The purchasing documents shall be reviewed and forwarded to

competent authority.

7.4.3 VERIFICATION OF PURCHASED PRODUCT

7.4.3.1 The incoming products/raw materials directly affecting the quality of

the products/services shall be inspected by the concerned Inspection

authority as mentioned in purchase order for conformance to

specified requirements, before receiving at Stores where applicable.

Defective items are segregated and/or labelled to prevent their

inadvertent use.

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7.4.3.2 Where the organisation or its customer’s (if specified in the

contract) verification at supplier’s premises is proposed in case of

purchased product, the verification arrangement and the method

of product release shall be mentioned in the purchase order.

Inspection may be exercised by carrying out inspection at the

supplier premises by the respective inspection authority if

mentioned in the purchase order that gets the call letter from the

supplier directly for inspection coverage. After inspection, the

inspection certificate is issued by the concerned inspection

authority and sent to the concerned section.

7.5 PRODUCTION AND SERVICE PROVISION

7.5.1 CONTROL OF PRODUCTION AND SERVICE PROVISION:

7.5.1.1 Calcutta Branch Office carries out its obligation of providing

services under controlled conditions as defined in concerned

government orders/acts/rules.

The controlled conditions include

i. The availability of specific procedures, rules, Acts, circular

etc. pertaining to the service,

ii. The use of suitable regulatory requirements.

iii. The availability and use of monitoring and measuring

methods such as check lists.

iv. The implementation of monitoring and measurement

such as scrutiny & verification of services in terms of

eligibility and statutory requirements.

There are no work instructions in use.

Quality records are maintained as per procedure SOP MR 02.

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7.5.1.2 Proper instruments, materials, machine and equipments shall be

ensured in order to achieve implementation of product release,

delivery and post-delivery activities as outlined in the respective

SOPS.

7.5.1.3 Monitoring and measurement shall be done by the present

practice of checks & balances at the predetermined appropriate

stages. The record shall be reviewed by the concerned in-charge

time to time.

7.5.1.4 Calcutta Branch Office is functioning for Oil India. Hence, delivery

is obligatory function. Delivery and post delivery activities are

ensured.

7.5.2 VALIDATION OF PROCESS FOR PRODUCTION AND SERVICE

PROVISION:

As the subsequent monitoring & measurement can verify the

resulting output of all processes of provision of service, the

requirement under this clause has been excluded from the

requirement of quality management system of Calcutta Branch

Office.

7.5.3 IDENTIFICATION AND TRACEABILITY:

All components of service at Calcutta Branch Office are identified by

suitable means throughout the service realization process and

delivery.

The status with respect to monitoring is also identified by the

performance result in various scrutiny & verification.

It is possible to trace back any element of service and records to

enable this traceability through unique identification number to

each service provided by concerned sections.

The above are integrated in various process descriptions of the

Calcutta Branch Office.

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7.5.4 CUSTOMER PROPERTY:

7.5.4.1Calcutta Branch Office exercises care with customers’ property

while under its control and being used in the Calcutta Branch

Office.

7.5.4.2Calcutta Branch Office identifies, verifies, protects and safeguards

customer’s property for use or incorporation in the service

realisation process. If any customers’ property is lost, damaged or

otherwise found to be unsuitable for use, this shall be reported to

the customers and recorded.

7.5.4.3The customer property includes the original drawings/ imported

goods/ certificates/ documents of the customers given by them

with requisition for use, scrutiny & verification.

7.5.5 PRESERVATION OF PRODUCT:

The Calcutta Branch of Oil India Limited preserves all overseas

consignments received by air or by sea that need transit storage

before onward delivery to place of destination. For this purpose,

Calcutta Branch maintains a transit Godown at Taratala Road.

Identification of materials is done through Purchase Order No

marked on the body of the packaged materials. Care is taken to

handle, package (if required), store & protect the materials during

the transit stay at the Godown. Procedure SOP SH 08 details the

steps involved in the process.

7.6 CONTROL OF MONITORING AND MEASURING EQUIPMENTS:

As no specific devices are used for monitoring & measurement of

product, the requirement under this clause has been excluded

from the requirement of quality management system of Calcutta

Branch Office, Oil India Limited.

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SECTION TITLE: MEASUREMENT ANALYSIS & IMPROVEMENT



8. MEASUREMENT, ANALYSIS AND IMPROVEMENT

8.1 GENERAL:

Calcutta Branch of Oil India Limited has established &

implemented necessary methods/ procedures for monitoring,

measurement, analysis and improvement processes. These are:

a) Monitoring regarding conformity to Services/ Product

Requirements is done through work practices according to

approved Standard Operating Procedures (Ref: procedure

manual)

b) Conformity of the Quality Management System is ensured

through setting up of Quality Policy, Quality Objectives,

Section Level Objectives & striving to achieve the

Measurement Index fixed by Head-Calcutta Branch against

the Section Level Objectives.

c) To continually improve the effectiveness of the Quality

Management system, periodic Internal Audit by trained

internal auditors & Management Review Meetings are held.

8.2 MONITORING AND MEASUREMENT:

8.2.1 CUSTOMER SATISFACTION

As one of the measurements of the performance of the QMS,

Calcutta Branch Office shall monitor information relating to

Customer’s perception as to whether the Calcutta Branch has

fulfilled customer requirements.

The concerned sections are entrusted to carry out the customer

perception and satisfaction measurement and initiate necessary

action to ensure the same using designated Format QSF MR 14 on a

continuous basis.

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8.2.2 INTERNAL AUDIT:

8.2.2.1 Internal Audit shall be carried out at planned interval as stated in

procedure No SOP MR03 as per the defined responsibilities, scope,

methods, requirements for planning Audit criteria and conducting

the same as mentioned therein.

8.2.2.2 Audit shall be carried out by independent personnel with

experience and knowledge of the Quality System to ensure

objectivity and impartiality of the audit process. Auditors shall not

carry audit their own work. Audit plan including interval between

two successive audits, Sections involved etc. are detailed in the said

procedure. Planning of internal audit programme is carried out

according to status and importance of the processes and areas to

be audited as well as the results of the previous audits. It is the

responsibility of the concerned HODs of Sections wherever

applicable to ensure that such deficiencies are eliminated in time.

Follow up Audits to include verification of actions taken and

reporting of verification results shall be done as per the said

procedure.

8.2.2.3 Any non-conformities / observation noted in the course of

auditing shall be documented and reported to the In-charge

concerned. It is the responsibility of the concerned Head of

Department and Head of Section wherever applicable to ensure

that such NC & their causes / any necessary corrections and

corrective actions are eliminated / action taken in time. Follow up

Audit shall be done as per the said procedure.

8.2.2.4 Report relating the long-term / (root cause) actions taken to

remove Non-conformities shall be kept as per section 4.2.4 of this

manual.

8.2.3 MONITORING AND MEASUREMENT OF PROCESS:

Each department and section shall identify the key processes and

the respective key result areas. Each In charge of Section

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shall apply suitable methods of monitoring and where applicable

measurement of the QMS process of the key result areas. The

methods shall demonstrate ability of the processes to achieve

planned results. The result of measurement shall be recorded.

Where the key results are not achieved, appropriate correction and

corrective Action to ensure conformity of the product shall

be taken as appropriate. While selecting the key result areas, its

ability to ensure conformity of the products/services shall be

considered.

MR shall monitor the progress of the achievement of the targets

taken for continual improvement annually.

8.2.4 MONITORING AND MEASUREMENT OF PRODUCT

Calcutta Branch Office shall apply suitable methods for monitoring

and measuring the characteristics of the services to verify that

service requirements are fulfilled through scrutiny & verification.

These shall be carried out at appropriate stages of service

realisation processes and necessary records for release of services

for delivery to the customer/beneficiary shall be maintained as

detailed in respective SOP.

Evidence of conformity with acceptance criteria shall be maintained

and records shall indicate authorities recommending/approving

customer’s request at different stages.

The final handing over of the customer’s requirement shall not take

place until all the statutory & regulatory requirements and the

planned arrangements as in section 7.1 have been satisfactorily

completed, unless otherwise approved by competent authority, and

by the customer themselves.

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8.3 CONTROL OF NONCONFORMING PRODUCT:

Calcutta Branch Office shall ensure that products that do not

conform to product requirements are identified and controlled to

prevent its unintended usage and delivery.

The document procedure (SOP MR 05) of the respective sections

shall define the controls and related responsibilities and

authorities for dealing with non-conforming services.

Where applicable Calcutta Branch Office shall deal with the non-

conforming service in one or more of the following ways:

a) Take action to eliminate the detected non-conformity.

b) Authorise its use, release or acceptance under concession

by a relevant authority and where applicable, by the

customer

c) Taking actions to preclude its original intended use of

application

d) Records of the nature of non-conformities and any

subsequent actions taken, including concessions obtained

shall be maintained.

e) When non-conforming service is corrected, it shall be

subjected to re-verification to demonstrate conformity to

requirements.

f) Take actions appropriate to the effects, or potential effects,

of the non-conformity when non-conforming product is

detected after delivery or use has started.

When non-conforming service is corrected, it shall be subjected to

re-verification to demonstrate conformity to requirements.

Records of the nature of non-conformities and any subsequent

actions taken including concessions obtained shall be maintained.

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8.4 Analysis of Data

Calcutta Branch Office shall determine, collect and analyse

appropriate data to determine the suitability and effectiveness of

the QMS and to evaluate where continual improvements of QMS can

be made. This includes data generated as a result of monitoring and

measurement and from other relevant sources.

The analysis of data provides information relating to:

a) Customer satisfaction as per Section No. 8.2.1

b) Conformance to service requirements Section 8.2.4

c) Characteristics and trends of processes and services

including opportunities for preventive action, and

d) Supplier

The mode of analysis shall be decided by the respective authority.

Analysis shall be done in line with respective sectional objectives/

sections vis-à-vis measurement index.

8.5 IMPROVEMENT:

8.5.1 CONTINUAL IMPROVEMENT:

Continual Improvement of the effectiveness of Quality

Management Systems shall be done through the use of

organisations Quality Policy, Audit Results, Analysis of Data,

Corrective & Preventive actions and Management Review.

The review results should include the following:

• Achievement of the earlier Targets.

• Effectiveness of the corrective and preventive action

already taken up.

• Potential areas for continual improvement.

These outputs shall be discussed in the Management Review

Meeting for finalisation of the input Targets and other actions to be

taken up. (Refer Section 5.6 of Quality Manual).

OIL INDIA LIMITED


ISSUED BY


APPROVED BY

UNIT HEAD

of 53



SECTION NO ISSUE NO 01 REVISION NO


8.5.2 CORRECTIVE ACTION:

8.5.2.1 Corrective action against non-conformities shall be taken to

eliminate nonconformities including customer complaint in order

to prevent recurrence as per SOP MR 04. Corrective actions shall

be appropriate to the effects of the nonconformities encountered.

8.5.2.2 Reviewing nonconformities including customer complaint shall be

guided by procedure No MR 04 and recorded.

8.5.2.3 Corrective action on in house non–conforming products shall be

guided by procedure No. MR 04 and recorded.

8.5.2.4 Determining the causes of non-conformities, evaluating the need

for action to ensure that non-conformities do not recur.

Determining and implementing necessary action shall be done as

per procedure N0. SOP MR 04 and recorded.

8.5.2.5 Reviewing the effectiveness of the corrective action taken.

8.5.3 PREVENTIVE ACTION;

8.5.3.1 Appropriate sources of information such as process and work

operations which affect product quality, audit results, quality

records, service reports and customer complaints should be used

to detect/ analyse and eliminate potential causes of non-

conformities. Some of the above information will come from the

result of analysis of data (Ref.Para 8.4).

8.5.3.2 Preventive Action shall be taken as per procedure No SOP MR 04

to prevent their occurrence which shall include:

i. Determination of the potential nonconformities, their cause and

determination of the steps needed to deal with any problem,

requiring preventive action after evaluating the need for action to

prevent occurrence of nonconformities and recorded.

OIL INDIA LIMITED


ISSUED BY


APPROVED BY

UNIT HEAD

of 53



SECTION NO ISSUE NO 01 REVISION NO


ii. Evaluating need for action to prevent occurrence of

nonconformities.

iii. Determination and implementation of preventive action needed

and application of controls to ensure that it is effective and

recorded including the result of the action.

iv. Ensuring that relevant information on actions taken is submitted

for management review and recorded.

v. Reviewing the effectiveness of the preventive action taken.

Preventive actions taken shall be appropriate to the effects of the

potential problems and shall be reviewed in the management

review meeting.