qa manual

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Q SPACE ENGINEERING& SERVICES

QUALITY MANUAL

41629674.doc/ZAINALMS/07 Page 1 of 22

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Q SPACE ENGINEERING & SERVICES

P.O.BOX 543

DOHA STATE OF QATAR

Telephone (974)

Fax No. (974)

QUALITY MANUAL

Prepared by Approved by

QA/QC MANAGER MANAGING DIRECTOR

SECTION 1- CONTENT


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No. SUBJECT PAGES


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SECTION 01 CONTENT 3 of 25

SECTION 02 INTRODUCTION 4 of 25

SECTION 03 SCOPE OF WORK 5 of 25

SECTION 04 REVISION RECORD SHEET 5 of 25

SECTION 05 QUALITY POLICY 6 of 25

SECTION 06 ORGANIZATION CHART 7 of 25

SECTION 07 PROCESS INTERACTION CHART 7 of 25

SECTION 08 FUNCTIONAL OBJECTIVES 7 of 25

SECTION 09 PROCESS FLOW DIAGRAM 7 of 25

CLAUSE 04 QUALITY MANAGEMENT SYSTEM 8 of 25 & 9 of 25

CLAUSE 05 MANAGEMENT RESPONISBILITY 10 of 25 to 13 of 25

CLAUSE 06 RESOURCES MANAGEMENT 14 of 25 to 15 to 25

CLAUSE 047 PRODUCTS REALIZATION 16 of 25 to 22 of 25

CLAUSE 08 MEASUREMENT, ANLAYSIS &IMPROVEMENT

23 of 25 to 25 to 25

APPENDIX 01 ORGANIZATION CHART 1 of 1APPENDIX 02 PROCESS INTERACTION CHART 1 of 1APPENDIX 03 FUNCTIONAL OBJECTIVES 1 of 1

No. SUBJECT PAGES

APPENDIX 04 PROCESS FLOW DIAGRAM 1 of 4 to 4 of 4APPENDIX 5.0 ACTIVITY CHART FOR MANAGEMENT

COMMITMENT1 of1

APPENDIX 5.1 ACTIVITY CHART FOR MANAGEMENTREVIEW

1 of 2 to 2 of 2

APPENDIX 5.2 ACTIVITY CHART FOR HUMNA RESOURCES 1 of 2 to 2 of 2

APPENDIX 5.3 ACTIVITY CHART FOR INTERNAL AUDIT 1 of 2 to 2 of 21APPENDIX 5.4 ACTIVITY CHART FOR DESIGN &

EVELOPMENT1 of 2 to 2 of 2

SECTION 2 INTRODUCTION


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We are please to introduce Q SPACES W.L.L as Contracting company and Material Vendors. We haveextensively involved in the construction industries in Civil, Mechanical, piping, steel structural anderection, Inspection & testing, Non Destructive testing and correction detection.Q Space Engineering & Services W.L.L, comply as per requirements ISO 9001 and ISO 9002, wasestablished in the December of 2008 in Qatar with the vision to be growing needs of the constructionand industrial development.

The companys highly experienced management team with their technical experience and theircommitment towards quality on execution of projects have background that cover following sector:

- Civil engineering project- Electro-mechanical project- Oil & Gas project

Our reputation has been earned through providing our client with a diversified range of specializedEngineering, Construction & Maintenance services. Also a separate division has been set up to cater tothe market requirement of skilled tradesmen.

The Companys highly experienced team clubbed together with their technical-expertise and theircommitment towards quality and timely execution of projects to the satisfaction of clients requirementhave proved beyond doubt that Q SPACES activities are committed to professionalism.

The Company has a well-range of sophisticated construction equipments and machineries to undertakeany challenging Mechanical Engineering jobs, Fabrication & Erection of Elevated Storage Tanks,Piping, Plant Maintenance, Q SPACES civil works and Blasting and Painting services.

Our multi-national well-equipped engineering team along with an efficient engineering home-office iscapable of handling the clients queries at a very short notice.

In this manual whereverQ SPACE is mentioned it is understood that it is Q SPACEENGINEERING& SERVICES. at Doha, Qatar.

SECTION 3- SCOPE AND EXCLUSIONS

The Scope of Companys Quality Management System is Engineering, Procurement, Materialsupplies, Construction, Installation, Testing and Commissioning of cross country pipe lines, stationpiping, storage tanks, pressure vessels, steel structure & Civil works and blasting and painting services,Onshore and Offshore.

SECTION 4 REVISION RECORD SHEET


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# Date Pages Description Ref to DCN date and NO.

0 01.04.2003 23Complete manual is revised to meetthe requirement of ISO 9001:2008

standardNil

1 18.06.2003 25Appendixes5

Incorporate M/s. TPI commentsissued for Implementation

Doc. No. 01-118-0603

Earlier Manual in line with ISO 9001: 200 8was revised and new issued being made for all documents.Hence new documentation bears the issue no as 2 and revision no. as 00,

SECTION 5 QUALITY POLICY

We Q SPACEENGINEERING & SERVICES,into Contracting Services in Onshore and Offshore.

The top management is committed to achieve quality on our Projects, products and services andpromising customer to receive quality service with latest upgraded technology and standard requirement,and enhance customer satisfaction through out the organization.

Also continually improve the effectiveness of Quality Management System through adequate training toemployees, better usage of resources, clearly understanding the customer requirements as well ascontinually measure the effectiveness through established quality objectives

4.0 QUALITY MANAGEMENT SYSTEM

4.1 GENERAL REQUIREMENTS

Q Space has established a Quality Management System in line with ISO 9001: 2008 standard asdocumented in this manual to implement, maintain and continually improve the effectiveness of itsoperations and systems.

For the effective implementation of the Quality Management System, Q Space has identified: Product flow and their sequence, and sequences of major processes through Process Flow

Diagram (Appendix 4)

All the main processes, its applications and its interactions through Interaction chart (Appendix 2)

Organizational objectives deployed at functional level (Appendix 3)

Criteria of operation and measurement of the processes through various clauses of thismanual.


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Criteria & method of operation & control through this manual as well as procedure.

All the processes are monitored and analyzed for the performance to achieve the planned results andcontinual improvement of these processes as per Analysis of Data, Management Review report andcontinual improvement projects as detailed in this manual (Clause 8.5.1)

The outsource process and their controls which affects the product conformity are identified throughPurchasing Process Section 7.4

4.2 DOCUMENTATION REQUIREMENT

4.2.1 General

The documentation of the Quality Management System developed by Q Space includes

The statements of the Quality Policy and objectives

The Quality Manual

Documented Procedures (as referred in Master list of document and records)

Quality records for all the processes as identified under relevant sections and procedures.

4.2.2. Quality Manual

This Quality Manual is developed and established to include the scope of the quality managementsystem and details of exclusions and justification as stated earlier in this manual (Section 3).

The procedures for the Quality Management System are stated and where additional procedures exist,they are referenced to.The processes and their interactions are described through the different clauses of this manual as well asProcess interaction chart 9Appendix 2)

4.2.3 Control of Documents

A system is established for the process for controlling the documents, within the organization as perQuality Management System Procedure-Control of Documents and records Q Space /QSP/DR in linewith ISO 9001:2008 4.2.3 control of Documents, which demonstrate its commitment, control andmethod for

Establishing, Preparation, review for adequacy , approval, re-approval and issue, changes andcurrent revision status, legibility, readily identifiable, ensuring the relevant version of applicabledocument available at the point of use, Controlling the documents of external origin, Obsoletedocuments, responsibilities and authorities involved.

4.2.4 Control of Records


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A system is established for the process of controlling the records, within the organization as per QualityManagement System Procedure Control of Documents and records Q Space /QSP/DR in line with ISO9001:2008 4.2.4 control of records, which demonstrate its commitment, control and method for

Evidence of conformity to requirement, Effective operation of Quality Management System,Legibility, Identification, Readability, Retrievability, Storage, Protection, Retention period,Disposition.

5.0 MANAGEMENT RESPONSIBILITY

5.1 MANAGEMENT COMMITMENT

The Management is committed to the development and implementation of the documentedQuality Management System and to continually improve the effectiveness of the system by Communicating to all levels of the Organization the importance of meeting the customer

requirements with Quality service and timely delivery through Quality Policy and QualityObjectives.

Meeting and fulfilling statutory requirements and regulatory requirements by ensuringthat those performing the activities are made aware of these requirements and thecompliance is ensured through adequate supervision.

Appropriate training to the employees

Display of Quality policy and making everyone understand the policy and purpose of theorganization

Deployment of departmental objectives across all levels and periodical monitoring of theperformance through

Conducting Management review meetings Conducting Internal Quality Audits Customer complaints analysis etc., Reviewing and ensuring the availability of resources during Management Review Meeting.

MR ensures that all the personnel doing the above functions are trained and competent. General Manageis responsible for providing the resources required for maintaining Quality Management System.Process flow is defined through activity chart Q Space/D/AC/ Management commitment

5.2 CUSTOMER FOCUS

Q Space ensures that all the Customer requirements are fulfilled to their expectations and therebyachieving the customer satisfaction, the system is established and maintained for

All the process of Quality Management System which is explained through this manual. Clarification of the unclear requirements. Proper corrective & preventive actions incase of failure of any of the process of Quality

Management System Meeting customer periodically, as per their requirements.


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Providing information related to products and services through Company Profile.

5.3 QUALITY POLICY

The extent to which Q Space is committed to continually improve the effectiveness of the documentedand established Quality Management System and the purpose of the organization are documented asQuality Policy of the Organization as defined earlier in this manual (Section 5).

The documented Quality Policy is communicated across all levels of the Organization by displaying atappropriate places, imparting training to all levels to make the staff understandthe contents of the policy.

The objective measures taken to achieve the stated Quality Policy are translated into objectives as listedin appendix 3 of this manual.

The documented Quality Policy and the Objectives are reviewed (and revised as needed) duringManagement Review Meeting for ensuring the continuing suitability to the established QualityManagement System and the changing needs of the Customer.

5.4 PLANNING

5.4.1 QUALITY OBJECTIVES

Quality objectives at functional level are identified (Appendix 3) across the organization anddocumented in consistency with the documented Quality Policy. General Manager in coordination withMR reviews (and revises where needed) these measurable parameters in the Management ReviewMeeting, and when there are changes in the existing services requirements.

5.4.2 QUALITY PLANNING

During the Quality Planning following are taken as input, but not limited to

1. Planning is done with respect to the Organization Chart (Appendix 1) to meet the statedQuality Policy (Section 5).

2. By drafting the Quality objectives at functional level (Appendix 3), identifyingand establishing the Documentation required for implementing the QMS inline with the ISO 9001:2008 requirement and a system of periodical monitoring.

3. Those are objectively evidenced through this Manual. For meeting the general

requirements of the ISO 9001:2008 4.1 General Requirements, all the essential systems,practices, methods and criteria are deployed as described in the respective clauses of thismanual.

4. Planning of achieving Quality Objectives is listed through various system defined in thismanual. Procedures for various process as defined through Master list of Documents andRecords (Q Space /D/MDR).

5. Identifying the opportunities for improvement and planning continual improvement(Clause 8.5.1.of this manual).


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6. Evaluating the Project performances and process performance periodically.

When there are changes required in the existing service requirements, MR ensuresthrough Management Review Meeting that the suitably & integrity of the QualityManagement System is maintained during the planning and the implementation to thesmooth transition of the system. If necessary planning is also carried out throughManagement Review Meetings.

5.5 RESPONSIBILITIES, AUTHORITIES AND COMMUNICATION

5.5.1 RESPONSIBILITIES AND AUTHORITIES

The responsibilities and the authorities of the person doing work affecting Quality are defined throughthe Job descriptions (Q Space /D/JD/00) of the individual.Apart from the defined responsibilities and authorities, respective process linkages and the interrelationof all the organizational personals are defined in Interaction chart, Organization chart.

5.5.2 MANAGEMENT REPRESENTATIVE

The QA/QC Manager Mr. Zainal MS is appointed by the top management as ManagementRepresentative of the Organization irrespective of other responsibilities, for the

Coordination of activities to ensure understanding of Quality Management Systemdocumentation to all concerned.

To ensure that the processes (Product) related needed for all the Quality ManagementSystem are established, implemented, and maintained.

Planning and managing Internal Quality Audits.

Monitoring, measuring and analyzing the performance of the implemented QualityManagement System and identifying the need for further improvements.

Coordination of corrective action follow-up after audits.

Training to all concerned on ISO 9001: 2008 and the documented Quality ManagementSystem thereby ensuring the promotion of the awareness of the customer requirements andachieving the Quality Objectives at functional level.

Reporting to Top Management regarding the status, progress and the performance of

organization in implementing the Quality Management Status

5.5.3 INTERNAL COMMUNICATION

As a part of this Quality Management System effective communication system is established throughout organization through:

1. Internal Memos

2. Intercom facility- For sharing the oral communication3. Display of Quality policy and objectives


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4. Circulars5. Weekly Progress Reports and S curves for Major Projects6. Audit schedules7. Minutes of Management Review Meeting8. Site meeting on the progress of the projects (for Major Projects)

5.6 MANAGEMENT REVIEW

5.6.1 GENERAL

Q Space reviews established Quality Management System to ensure its suitability, adequacy andeffectiveness. This review includes assessment for opportunities for improvement and the need forchanges to the Quality Management System including the Quality Policy and Quality Objectives as wellas any requirement of resources.

Records from the Management Review are maintained by MR. Method, duration and responsibility/authority for the management review are defined through activity chartofQ Space/ AC Management Review Meeting.

Management Review Meeting is conducted once in six months the review committee consists of thefollowing members and is headed by the General Manager. In the absence of General Manager, ContractManager heads the Meeting.

General Manager Management Representatives Project Manager Engineers (selected) Foremen (selected) Purchase Officer

QA/QC Inspector

5.6.2 REVIEW INPUT

As per Activity chart Q Space/D/AC Management Review Meeting

5.6.3 REVIEW OUTPUT

The output of the meeting includes the decisions and actions related to the improvement of theeffectiveness of the Quality Management System, improvement of product related to customerrequirements and resource needs.

The members responsible for the implementation of action planned decided in the meeting initiatesnecessary actions and provide details of results to the MR.

MR records the details of action taken on the minutes of previous meetings and the results in thesubsequent management review meetings.

6.0 RESOURCES MANAGEMENT


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6.1 PROVISION OF RESOURCES

The resources needed for the implementation and the maintenance of the Quality Management System,continual improvement of the effectiveness of the system, and to enhance the customer satisfaction bymeeting the customer requirements are identified, and provided viz.

Appropriate trained Internal Quality Auditor, In-house and external training for

employees

Identification and allocation of the measuring equipments / test facilities etc.,

Periodical monitoring of the departmental objectives, ad targets etc.,

Equipments for Projects and Production process

In case of new service (i.e. Adding scope to the company) which includes human resource, infrastructureand work environment are determine, identified and established through Management Review as perClause 5.6

6.2 HUMAN RESOURCES

Personnel performing work affecting service Quality are competent on the basis of appropriateeducation, training, skills and experience. The Management of Q Space ensures this through properrecruitment of the most appropriate personnel for the required jobs.

Competence requirements are determined through job descriptions. Where additional training is requiredto enhance the competence of personnel, these are handled in accordance with procedure HumanResources Q Space/QSP/HRand Activity chart Q Space/D/AC Human Resource.

All training carried out is evaluated for effectiveness. The method for this is also defined in the abovementioned procedure.

It is the responsibility of the MR to ensure that all personnel carrying out activities are made aware ofthe relevance and importance of their activities and how they contribute to the achievement of thequality objectives. To this effect, the Companys Quality Objectives are deployed at the functional levelsand all relevant personnel made aware of their roles.

Records of education, training, skills and experience are maintained in the personnel files of theemployees and in training record files maintained by the MR.

6.3 INFRASTRUCTURE

The basic infrastructure facilities like appropriate location, area, machineries/ equipments and buildingfloor space are identified, provided and maintained to suit to the growing and potential needs to achievethe conformity to product and service requirementsThe availability of the process equipments and supporting services like communication, transport arereviewed by MR and top management during the Management Review Meeting as well as prior to

submit the tender 9 for the site requirements) or prior to submitting the quote for the capability to meetto the requirements of the customers and interested parties.


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Equipments and supporting services are identified and maintained as per the Procedure Q Space/QSP/Maint.

All the records are maintained as hard copy in the organization: hence computer maintenance is not fullycontrolled at this stage.

Q Space will using the software for carrying out its service.

6.4 WORK ENVIRONMENT

The present work environment is determined to be suitable to the range and scopes of the servicescarried out by Q Space.1. For material handling methods through Quality Management System Procedure

Q Space /QSP/Store

2. For work atmosphere-at ambient temperature, monitoring the weather in the sites.

3. Safety rules and Protective equipments To create awareness respective safety

instructions are displayed and provided with necessary protective equipments.

4. Other welfare facilities are also provided to the employees like drinking water facility withcooler, transport from the accommodation to the work place, free accommodation facilities(as per contract).

5. Proper house keeping is maintained taking safety into consideration.

However, the top management reviews the suitability of the work environment needed to achieve theconformity to product and service requirements and to enhance the organization in achieving the QualityPolicy, Objectives, and the Customer Satisfaction, through Management Review Meeting s per clause

5.6 of this manual.

7.0 PRODUCT REALIZATION

7.1 PLANNING OF PRODUCT REALIZATION

Q Space plans to and processes needed for realization of the Contracts/Projects. The planning for this isin consistent with the requirements of other processes of the Quality Management System.

Projects / Contracts are divided into two types Major and Minor.

Major Projects:-The contract value is more than One Million.

Minor Projects:-

The contract value is less than One Million.The classification of projects are decided by General Manager during tendering stage,During planning, Q Space determines:

The quality objectives and requirements of the contract / Project.

The need to establish processes, documents and provide resources specific to the product,


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Service and Project.

Required verification, validation, monitoring, inspection and test activities specific to thecontract and the criteria for acceptance by customer.

Records needed to provide evidence that the realization process and results meetrequirements.

Customer requirements on the product of service.

The output of this planning process is in a form suitable for InjaTechs method of operations, like

ForMajor Projects- Project Quality Planning (PQP) and /or Inspection and Test Plan (ITP)are prepared.ForMinor Projects- General Quality Plan is followed as well as the Contract review document for theexecution and inspection of work.

7.2 CUSTOMER RELATED PROCESSES

7.2.1 DETERMINATION OF REQUIRMENTS RELATED TO THE CONTRACTS

Q Space is determining the requirements related to the contracts (stated /implied) as below:- Customer /Market needs Cost involved Relevant Statutory & regulatory requirements (if applicable) Reference to international standard (if applicable) Organizational Codes of practice Organizational Policies & Objectives Organizational capability Relevant similar past experience in new product / Service launching

Source of purchase Mode of transportation Present Storage, handling & delivery methods Present over heads Storage reliability Suppliers reliability Product / Service reliability Competency of present available personals Inspection requirements Inventory cost Identification & Traceability requirements

Shelf life of the product/ material Product specifications Stages of Inspection and requirement Reports of Qualification Tests Transport requirement Dos and Don'ts

7.2.2. REVIEW OF REQUIREMENTS RELATED TO CONTRACTS

Q Space review the requirements related to the Contract and service prior to the commitment to


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supply to the customer through the Contract Review as per the Procedure Q Space /QSP/CR.Where contract requirements are changed, Q Space ensures that the relevant documentation is amendedand relevant personnel are made aware of the changed requirements.Document and Records which are controlled during the contract period are as follows, in accordancewith specific contract requirements.

Tender Documents /Customer enquiry

Estimation sheets /Manpower histogram and S curve Quotation to customer Suppliers quotation /document QA/QC documents Order Receipt Kick off Meeting / Progress Review Meeting (for Major Projects) Progress Report Completion Certificate (if applicable)

7.2.3 CUSTOMER COMMUNICATIONFor the effective implementation to meet the requirements of our customer appropriate channel ofcommunication is established in relation to product / Service information, enquiries, contracts, orderhandling amendments, Contract information, enquiries, and feedback including customer complaints etc.The various modes of communication used are

E-mail through Internet Fax Telephone Displays Personal meetings with clients by Q Space representative Visits of clients to Q Space facilities

The complaints received from the customers are reported through Customer Complaint Register.

7.3 DESING AND DEVELOPMENTQ Space shall sub-contract the design and development activities to approved sub-contractor/consultant. Design sub-contractor / consultant shall establish, implement and maintain the procedure fordesign and development activities in accordance with ISO 9001-2008 clause 7.3 and contractrequirement. Project engineer /planning engineer shall ensure that the design sub contractors/consultants shall maintain their Quality Management System considering the following criteria.

7.3.1 Design Planning Criteria

Not limited to1. Customer requirement2. Design stages3. Scope of Work4. Time frame as per tender/ enquiry5. Responsibility and Authorities of the various department / process personals involved.

7.3.2 Design Input Criteria

Not limited to


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1. Customer needs2. Raw material availability & the cost of it3. Intended use4. Relevant Statutory & Regulatory requirements5. Reference to International Standard6. Organizational Codes of Practice

7. Organizational Policies & Objectives8. In house / sub contracting scope9. Relevant Past Experience10. Equivalent similar project11. Environmental Condition12. Operating Conditions13. Operating Parameters14. Storage, handling & delivery methods15. Site conditions & Availabilities

7.3.3 Design Output Criteria

Output should provide informations to Verification & validation processes not limited to1. Drawings2. Calculation sheets3. Other datas demonstrating evidence to input4. Product Specifications5. Material Specifications6. Bill of Materials7. Testing Specifications8. Training requirements9. Purchasing requirements

10. Operating maintenance & Safety Instructions11. Reports of Qualification Tests12. Dos & Donts

7.3.4 Design Verifications Criteria

Not limited to1. Adequacy of data, against the input2. Adequacy of process against the customer needs3. Comparisons of input requirements with the input4. Comparative method, such as alternate design & calculation

5. Evaluation against the similar products6. Stimulation checks with respect to specific input requirements7. Evaluation against lessons learned from past experience8. Failure investigation activities9. Future needs

7.3.7 Design Validation Criteria

Not limited to


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Weekly Meeting (for Major Projects) and/or as requested by the customer Work report for Minor Projects.

Details of Production and service activities are defined through the procedure process controlQ Space /QSP/PC

7.5.2 VALIDATION OF PROCESSES FOR PRODUCT AND PRODUCT PROVISION

Q Space has identified the special processes and carrying out these processes in control through theprocedure Q Space /QSP/SP.

7.5.3 IDENTIFICATION AND TRACEABILITY

Traceability is considered a fundamental element within in Q Space. It ensures both materials as well asindividual traceability and controls are established throughout contract establishment and installationoperations. All parts and assemblies which form part of a contract are identified by a unique Q Spacegroup job/ contract/ part number. The QA/QC department ensures identification of product fromapplicable drawings, specifications or other documents during all stages of production, delivery and

installation as required by the contract.

Where contract traceability is a specified requirement, contract components or batches of contractcomponents are having a unique identification in the method mentioned above.

Materials are identified generally for:-

Individual projects by project numbers Production hold Scrap and non-conforming items

As Q Space purchases and use materials for projects separately, proper traceability is maintained.

7.5.4 CUSTOMER PROPERTY

Q Space established care with customer property while it is under the control ofQ Space or being byQ Space.

Normally customer properties, which are handled by Q Space, are customer premises where Q Spacecarry out service (projects). All personnel will be trained to attend the customer property with utmostcare, and loss or damage to them will be immediately reported to the Project Manager.

The customer property is identified, verified, protected and safeguarded, if it is intended for use or forincorporation into the product of Service.

If any customer property is lost, damaged, or otherwise found to be unsuitable for sue, it is reported tothe customer and records maintained by the MR.

7.5.5 PRESRVATION OF PRODUCTS


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During internal processing and delivery to the customers, Q Space ensures that the services arepreserved including identification, handling, packaging, storage, and protection. Preservation alsoapplies to the constituent parts of a service.

Q Space established a system through procedure Q Space /QSP Stores for controlling these activitiesacross the organization. Requirements of QP lifting equipment regulations Doc. No. QA-REV.01 shallbe maintained during execution of the projects.

6. CONTROL OF MONITORING AND MEASUREMENT OF DEVICES

Q Space determines the monitoring and measurements that need to be undertaken throughout theprocesses to provide evidence of conformity, through ITP, PQP or CR. It also establishes processes toensure that monitoring and measurements can be carried out and are carried out in a manner that isconsistent with the requirements.The required measuring equipment are identified through list of calibrating devices INJATECH/D/CALand are calibrated as defined in this documents.

8.0 MEASUREMENT, ANALYSIS AND IMPROVEMENT

8.1 GENERAL

The methods of monitoring, measurement, analysis and improvement process needed to demonstrate theconformance of the service/product are to be carried out as per Objective Measurement Chart ( QSpace /D/OMC/00).To ensure the conformance, and the continual improvement of the effectiveness ofthe established and implemented Quality Management System statistical tools (As applicable) are usedto stratify and analyze data.The processes, which use of these tools, are also defined through Objective Measurement Chart. Thetools used for the purposes are:-

Bar graphs/pie charts Trend graphs Any other graphs to indicate statistics & Data

8.2 MONITORING AND MEASUREMENT

8.2.1 CUSTOMER SATISFACTION

Q Space contacts the customers through regular periods formally as well as informally to identifycustomers perception as to whether the organization is meeting customer requirements. Upon

completion of the project, the company identifies the satisfaction of the customer through projectcompletion reports/documents. Periodically, the company contacts the customer and conducts a surveyabout their perception of the services received. The feedback is recorded in a customer / feedback form.Customer satisfaction shall be analyzed based on the statistics of document submittal & approvals,material submittals & approvals, customer inspection clearance during project execution and presentedduring Management Review meetings.

During this process, customer dissatisfaction is also identified and reported.


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Based on the measurement customer satisfaction & dissatisfaction level is identified and utilized for theimprovement.

8.2.2 INTERNAL AUDIT

Q Space carries out internal audits of its processes at least two times in a year. During this process itensures that all areas and activities are audited. The Company maintains a number of suitably trained

Internal QMS Auditors to carry out its Internal Audit Program.The management representative is responsible for scheduling and managing the Internal Audit process.He analyses the reports and presents summaries at the Management Review meetings.Details are given in Internal Audit procedure INJATECH/QSP/IQA and Activity chart Q Space/D/AC Internal Audit. The internal audits are aim to verify conformance of the planned arrangementsto the requirements of this international standard and to the Quality Management systems establishedQ Space, and: is effectively implemented and maintained.

8.2.3 MONITORING AND MEASUREMENT OF PROCESSES (ACTIVITIES)

All the processes with respect to the established Quality Management system are identified through

interaction Chart (appendix 2).

Process approach model for all the processes are established through Process approach chart as well asflow chart (Appendix 4).

The processes as defined in the Interaction Chart are carried out as per the Procedure, Activity chart aswell as description given in this manual.The process control methods are also defined in the Activity chart.Criteria for all the process, Objective to be achieved and Measurement criteria of all process areestablished through Functional Objectives.

Required statistical techniques with respect to each measurement and internal audits are established forMonitoring and Measurement of the conformance to established Quality Management System process.

Where there are deviations from the planned results, immediate disposition actions are taken throughNon-conformance report & Minutes of MRM.

8.2.4 MONITORING AND MEASUREMENT OF PRODUCT

Q Space ensures that the process are monitored and measured to verify that the service requirementshave been met. These are carried out at various stages of the product realization process as defined inprocedures Q Space /QSP/Ins as well as through Inspection plan prepared along with the project

specific procedures and method statement.

The evidence for conformity is maintained and records indicate the persons who authorize the release ofthe product.

Product release is conditional to having meet the requirements, if not it has to be approved by theQA/QC Manager in consultation with the General Manager and the Customer.

8.3 CONTROL OF NON-CONFORMING PRODUCT


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INJATECH has established a system to demonstrate its commitment and method thought QualityManagement System Procedure Q Space /QSP/NC.

This procedure demonstrates its commitment and method for Identifying the Non- conforming products Taking action to precluded its original intended use for application. Ways to deal the Non-conforming products

Maintaining relevant records.

Where non-conforming product is recorded, it shall be subject to re-verification to demonstrateconformity to the requirements. Where non conformity is detected after delivery or use has started,Q Space will take action appropriate to the effects, or potential effects, of the non-conformity.

8.4 ANALYSIS OF DATA

The suitability, effectiveness and continual improvement of the QMS are ascertained through reviewduring management review.

Appropriate statistical analysis of data are prepared by the MR and reviewed in the MRM. Analyticaldata are prepared in line with Measurement functional objectives.

The data includes information not limited to: Customer satisfaction and dissatisfaction factors and their trends Conformance to product requirements Appropriate actions against the non-conformances Characteristics and trends of processes and products including opportunities of preventive

action. Supplier performance monitoring and the rating

8.5.1 IMPROVEMENT

8.5.1 CONTINUAL IMPROVEMENT

The top management of the Q Space ensures the improvement in the effective implementation of theQMS, by reviewing the Quality policy with Quality objectives (both departmental and organizational),audit results, analysis of data, the corrective and preventive actions taken and the management reviewmeeting. Based on that review of the performance of established QMS during Management reviewappropriate Continual Improvement Projects (Q Space /D/CIP) are identified. Progress of these projectsare monitored by the MR and reported during Management Reviews. Output of Management review onthe continual improvement is identified and documented a continual improvement projects (Q Space

/D/CIP)8.5.2 CORRECTIVE ACTION

Q Space has established a system to demonstrate its commitment and method through QualityManagement System Procedure Q Space /QSP/CAPA, for taking proper corrective action to avoidrecurrence of the non-conformance

8.5.3 PREVENTIVE ACTION


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Q Space has established a system to demonstrate its commitment and method through QualityManagement System Procedure Q Space /QSP/CAPA, for taking proper preventive action to avoidoccurrence of the potential non-conformance.