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APTECH LIMITED Education Support Services

QUALITY MANUAL

Issued By : Issue Date : 01/07/14 Issue No.: 1

Effective Date : 01/07/14

Management Representative Page No. : 1 of 107 Edition No.: 21

Quality Manual

(As per ISO 9001: 2008 Standards)

Manual Number:

Edition No.: 21 Release Date: 01/07/14 Issued by: Approved by:

________________________ ______________________

Management Representative CEO & Managing Director


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Section 0 CONTENTS

Section Number

Title Page No.

0 CONTENTS 2

1 SCOPE 5

1.2 Application

2 NORMATIVE REFERENCE 6

3 TERMS and DEFINITIONS 7

3.1 Company Profile

3.2 Foreword by Managing Director 26

4 QUALITY MANAGEMENT SYSTEM (title only) 27

4.1 General Requirements

4.2 Documentation Requirements ( title only)

4.2.1 General

4.2.2 Quality Manual

4.2.3 Control of Documents

4.2.4 Control of Records

5 MANAGEMENT RESPONSIBILITY (title only) 56

5.1 Management Commitment

5.2 Customer Focus

5.3 Quality Policy

5.4 Planning (title only)

5.4.1 Quality Objective

5.4.2 Quality Management System Planning

5.5 Responsibility, Authority and Communication (title only)

5.5.1 Responsibility and Authority

5.5.2 Management Representative

5.5.3 Internal Communication

5.6 Management Review (title only)

5.6.1 General

5.6.2 Review Input

5.6.3 Review Output


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6

RESOURCE MANAGEMENT (title only)

72

6.1 Provision of Resources 6.2 Human Resources (title only)

6.2.1 General

6.2.2 Competence, Awareness and Training

6.3 Infrastructure

6.4 Work Environment

7

PRODUCT REALIZATION

7.1 Planning of Product Realization

75

7.2 Customer-related Processes (title only) 7.2.1 Determination of requirements related to the product 7.2.2 Review of requirements related to the product

7.2.3 Customer Communication 7.3 Design and Development (title only) 7.3.1 Design and Development Planning 7.3.2 Design and Development Inputs

7.3.3 Design and Development Outputs

7.3.4 Design and Development Review 7.3.5 Design and Development Verification

7.3.6 Design and Development Validation 7.3.7 Control of Design and Development Changes

7.4 Purchasing (title only) 7.4.1 Purchasing Process 7.4.2 Purchasing Information

7.4.3 Verification of Purchased Product 7.5 Production and Service Provision (title only) 7.5.1 Control of Production and Service Provision

7.5.2 Validation of Processes for Production and Service Provision 7.5.3 Identification and Trace ability

7.5.4 Customer Property 7.5.5 Preservation of Product

7.6 Control of Monitoring and Measuring Equipment


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8

MEASUREMENT, ANALYSIS AND IMPROVEMENT (title only)

98 8.1 General

8.2 Monitoring and Measurement (title only) 8.2.1 Customer satisfaction

8.2.2 Internal Audit 8.2.3 Monitoring and Measurement of Processes

8.2.4 Monitoring and Measurement of Product

8.3 Control of nonconforming Product 8.4 Analysis of data

8.5 Improvement (title only) 8.5.1 Continual Improvement

8.5.2 Corrective Action

8.5.3 Preventive Action

Annexure A

Quality Plan for QMS

12 pages

Quality%20Plan.doc


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Section 1

SCOPE

The scope of Quality Management System at Aptech Limited is:

Design, Development, Production and Delivery of learning services to Domestic and International clients in retail (Aptech Computer Education, Arena Animation and Aptech

Aviation & Hospitality Academy) and Training Solutions Business

Aptech Limited is not governed by any industry-specific legislation. However the following laws are

applicable to us: UGC Act, FEMA Act, & the Competition Act. The Company abides by all the statutory and legal requirements. The Legal department takes care of all the legal formalities.

1.2 APPLICATION

Permissible Exclusion

The customer does not supply any product or information that needs to be incorporated in the final

design of the Product. Hence requirement of the clause 7.5.4 (Customer Property) is not applicable.


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Section 2

NORMATIVE REFERENCE

The contents of the following normative document

ISO 9001: 2008 Quality Management Systems Fundamentals and Vocabulary have been made use of while

writing this Quality Manual.


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Section 3 TERMS and DEFINITIONS

Some terms have been defined in this section in order to provide clarity of context in our quality system.

Wherever these terms appear in the text, the following definitions shall apply.

Organization: This term refers to the company i.e., APTECH LIMITED, whose Corporate Office is located at

Mumbai.

The Regional Offices of APTECH LIMITED are located at Bangalore, Baroda, Chennai, Cochin, Noida, Hyderabad, Kolkata, Mumbai and Pune.

For domestic network centers the Sales and Placement Support are provided through the nine regional offices mentioned above. All other Support & Services like Academics, Network,

customer care, Logistics, etc are provided from the corporate office. For International Operations, all Support & Services are being provided directly from the Corporate Office.

Product: This term refers to the various courses run under the auspices of the Organization, at any of

the Centers of APTECH LIMITED (for offering courses under Aptech Computer Education

Arena Animation and Aptech Aviation & Hospitality Academy (wholly owned subsidiary company of Aptech Limited whose registered office is in Pune) which provide

value addition to and enhance the competence of a student who undergoes the training.)

Programme: This term means the complete course package that is designed by APTECH LIMITEDs -

Content Production Team.

This package normally includes Contents, Session-wise break-up, Presentation Materials and Students Study Material (Courseware). It also contains specifications for equipment to be

used for delivery and also output requirements as perceived by APTECH LIMITED.

Customer: While Business Partners are our direct customers for Quality of Products and Services we

recognize students and industry as our end customer.

Supplier: These are individuals / company / agencies that provide material goods and related services to ensure smooth functioning of the Corporate Office / Regional Office, and delivery of the

Services to the customer.

Service: This term includes support provided to every Centre and its Students in terms of Design,

Technical / Academics / Examinations, Sales , Placement, Marketing (Product Management), Logistics , customer care and Network Management. All these contribute to the effectiveness

of the Programme.


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Section 3.1

COMPANY PROFILE

Nature of Business:

Aptech Limited has its Corporate cum Registered Office at:

Aptech House A-65, MIDC

Marol, Andheri (E)

Mumbai 400 093, India Tel.: +91-22-2827 2300 / 01 Fax: +91-22-2827 2399

Global Support Service Office at:

Champion Seals Compound

2nd & 3rd Floor 15, Parsi Panchayat Road

Andheri (E)

Mumbai 400 069, India Tel.: +91-22-4204 0000, Fax: +91-22-4204 0100

Aptech Limited is a leading global learning solution organization, with over 410 employees (termed as Team

Members).

Aptech Limited started off as an independent, listed, board-managed company in 1986 with a focus on IT Services sector. Effective 4th October 2002, the name of the company got changed from Aptech Training

Limited to Aptech Limited. In 1993 Aptech also started training corporates in IT and soft skills, today this activity is done by Training Solutions. In 2004 Aptech realised the potential in proctored testing business and

hived off a division by the name of ATTEST to handle proctored tests across the country. In April 2003, Aptech Limited acquired SSI Education to become one of the largest IT Training & Services Organisations in

India. Keeping in mind the need of the hour and emerging needs of the industry, Aptech in 1990 started

Arena Multimedia and is today know as Arena Animation, it is today one of the largest Animation brands in Asia.

Aptech realised the potential in increase in PCs & Internet connectivity, growth of BPO, telecom, retail,

banking, manufacturing & other industries leading to a demand for people who can set up, maintain &

service PCs & IT systems keep this need in mind Aptech started Hardware & Networking Academy in

2007.

To further increase our Market share in Multimedia & Animation space, in 2010 Aptech Acquired MAAC, a competitor to Arena, thus further increasing the market share in order to broaden our horizons from IT &

Animation.

Aptech Acquired Avalon aviation a company operating out of Pune (now known as Aptech Aviation & Hospitality Academy) in order to get into the space of Aviation training. In 2008 Aptech acquired English

First, now known as English Express, a company based out of Bangalore to enter the space of English language training.


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Principal Customers:

APTECH LIMITED recognizes that customer requirements for Computer Training vary widely across segments

and geographies and has developed differentiated offerings for various customer needs. These offerings are

channeled through training Centers both domestic and International:

Aptech Computer Education is a global major in computer education and training. Aptech has trained over 6 million students and created many successful careers!

Aptech has grown into an Information Technology behemoth, providing some of the most sought after

qualifications & Certifications in the IT Industry in India & abroad.

Aptech offers a range of IT courses that suit the needs of its customers, covering a vast array of Information Technologies. These courses are designed in consultation with Industry Professionals, Universities and

colleges and with our strategic alliance with global leaders like Microsoft, Oracle CompTIA and Redhat to

make it truly current dated and relevant thereby helping students realize their aspirations for a career in Information Technology.

Arena Animation, Asias leader in Multimedia and Animation Education provides students with

comprehensive training in cutting-edge computer graphics and highly specialized and dynamic fields of Multimedia, Animation, Special Effects, and Graphic Design etc.

Arena Animation offers courses for every individual, ranging from highly intensive career courses, industry specific professional courses to short term courses, thus opening doors to fantastically new vistas.

APTECH AVIATION & HOSPIATLITY ACADEMY,

Aptech Aviation & Hospitality Academy specializes in providing high quality training to aspirants interested in making a career in Aviation, Travel & Tourism industry, as well as preparing students for the corporate world.

Aptechs Training enhances human asset quality and productivity, and inculcates business and customer Orientation specifically attuned to the requirements of any modern industry. This is all part and parcel of

Aptechs professional approach to training, so as to ensure its students receive the best grounding for a high-

flying career.

Major Markets:

APTECH LIMITED is based in Mumbai with a Global Network of over 1000 centers in 40 countries. APTECH LIMITED provides comprehensive range of courses in Information Technology, Animation & Multimedia,

Aviation & Hospitality accredited by recognized Universities.

The retail sales brands of Aptech Limited viz Aptech Computer Education, Arena Animation and

Aptech Aviation & Hospitality Academy are managed out of multiple locations (regional offices) all over the country and from Corporate Office. These locations along with corporate office are responsible for

running Model Centres, providing Marketing, Technical, Academics, and Examinations support to Business

Partners and ensuring Operational and Financial controls across the Network. The technical / academics / examinations support using technology is provided from the Corporate Office.


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The delivery of Products and Services to Corporate Customers including State or Central Govt. Institutions is

provided through Training Solutions team situated in regional offices with support from the corporate office.

For overseas centers, all Support & Services are being provided by the Aptech World Wide team directly from the Corporate Office & Global service support office

Employees (termed as Team Members):

APTECH LIMITED has over 410 employees (i.e. Team Members) located in various offices in India. Owing to

the nature of the business, the work force at Aptech is young, educated and enthusiastic. Almost 65% of the

Employees are technically qualified with a large proportion holding Masters degrees or advanced certification in their areas of specialization.

Employees (i.e. Team Members) are located in the Company owned Model Centres, the Regional Offices, and

the Corporate Office at Mumbai. There are no bargaining units or unionized employees. The attitude and

willingness to explore and seek challenges makes the key difference for an Aptechite.

Equipment, Facilities and Technologies:

The primary activity of APTECH LIMITED is to Design and Develop courses in areas of Information Technology, Multimedia and Animation, Aviation and hospitality industry and corporate sector, appropriate

for Customer and Market Segments identified through its Content Production (Technology & Strategic

Planning function) and deliver them through the Training Centres. APTECH LIMITED operates some fully owned Training Centres, which serve as Model Centres for a large network of Franchised Centres that use

the Companys Brands, Technical Know-How and Support Services to deliver consistent quality of Education, creating positive reputation by word of mouth.

The Centres have well equipped classrooms, computer practice laboratories and libraries with reference text books, magazines and e-library. The facilities at our Offices are typical of any modern Office Servers,

Networks, Desktops and appropriate Software and Productivity tools. APTECH LIMITED uses the latest in IT technologies in the areas of Internet, Client-Server and Databases, Multimedia, ERP as well as Software

Engineering technologies and tools, concurrent with global advancements. Aptechs internal IT infrastructure

and design is primarily aimed at improving service delivery through better quality of decisions at Regional and Corporate Offices.

APTECH LIMITED has entered into strategic alliances with software and hardware industry leaders and

reputed Universities worldwide. This enables APTECH LIMITED to provide state-of-the-art technologies, teaching methodologies, and international testing and certifications to the students making them globally

productive.


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Suppliers:

Suppliers are not as critical to the Education & Training business (as they are to manufacturing) since most

of the services are designed and delivered from within. The critical suppliers of APTECH LIMITED are

Publishers / Printers / Hardware / Software Suppliers / Uniform Suppliers and a few Freelance Designers who work on assigned modules as per acceptance specifications. Evaluation and Selection of regular suppliers is

based on price quoted, quality capability, reliability and dependability, which are evaluated over a trial period before the Supplier is approved.

Regulatory Environment:

Aptech Limited is not governed by any industry-specific legislation. However the following laws are applicable to us: Companies Act, Securities and Exchange Board of India Act, Foreign Exchange Management Act,

Consumer Protection Act, Competition Act, UGC Act, SEBI Guidelines for Disclosure & Investor Protection, Stock Exchange Listing Requirements, Depositories Act, Labour laws etc. The Company abides by the

necessary statutory and legal requirements from time to time. The legal department in the Company

ensures compliance with the applicable statutory laws in force and attends to legal matters on behalf of the Company.

Other Factors:

The Content Production department of (Technology & strategic planning function), interacts with Industry

Majors and Universities, develops course libraries in various Technology Areas, and researches Tools,

Technologies and Methodologies for On-line publishing. It develops content for delivery through Computer Based and Multimedia Training, Web or Internet / Intranet delivery and through Aptech's unique Aptech

Learning Unit (ALU) development approach. This approach takes the 'Blended learning' way and includes ILT and CBT/WBT.

Aptech attributes its growth to the success of its expansion strategy through its large network of Franchise Centres, set up by individual entrepreneurs termed as Business Partners. Selection of Business Partners is

done with utmost care through documented procedures. The chosen Partners are normally young and well-educated entrepreneurs, with a commitment to Quality and Training, who establish the franchise to its fullest

potential and run the business on a full-time basis. Business Partners are given continuous opportunities to

grow and expand their franchise through new Centres, upgrade the courses offered and Master Franchise Schemes that enable them to expand their domain and generate additional market share and revenue

stream.

Realizing that the training and education business would get segmented as the IT industry matured, Aptech Limited decided to address these market segments through focused product offerings under different brands.

The three retail sales brands viz., Aptech Computer Education, Arena Animation and Aviation & Hospitality

Academy operate as independent revenue earning brands headed by an experienced functional Head. We also have separate revenue earning functions for International & Training Solutions.

The functions like Human Resources, Administration, Management Services, digital solution , Information

Systems, Academics Delivery and Student Development which comprises of Customer care, Logistics,

Network management, Academics Support , Quality and Systems Audit departments support these five revenue-earning functions.


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The five revenue-earning functions offer different products and services to different customer segments and

market as shown below:

FUNCTION PRODUCTS / SERVICES CUSTOMER/ TARGET SEGMENT

1. Aptech Computer Education

- Career courses - Professional courses

- Awareness courses

- School / College education - Placement assistance for

students

- College students, graduates - Government, public sector

undertakings

- Engineers, graduates - Working professionals

- Software export companies for placements

- School / college

- IT companies, Corporates for placements of students

2. Arena Animation - Career courses - Professional courses

- Placements assistance for

students

- College students, graduates - Schools

- IT companies, multimedia

companies for placements of students

3. Training Solutions - Integrated training solutions . Customized

. Standard -

- Corporates, - State & Central Govt.

agencies

4. Aptech World Wide - Career courses - Training solution for Corporate

- Students in developing nations

- Working professionals, - Corporates globally.

5. Aviation & Hospitality Academy

- Career courses - Professional courses

- Placement assistance for students

- College students, graduates - Working professionals

- Corporate for placements of students

The Students who join the career course at Aptech Limited centres are interested in jobs-in India or abroad and in IT, Multimedia & Animation, Aviation & Hospitality industry as well as User Companies. Hence, the

Courses are job oriented and the Sales & Placement function provides Placement support to the students as

an additional service. The Courses that we offer provide for training on the latest technologies and the Aptech certification at the end of the course has achieved recognition in the job market. Additionally students

can also acquire International and University Certifications through Aptechs numerous alliance partners. For both training to Working Corporate/ Working Professionals and Students, the delivery of training is an

important process, which is measured through feedback mechanisms which is computed and tracked.


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Strength of Aptech:

The Companys major strength remains in its strong and committed Management Team and its focus on

Customer and Quality.

The Company Leadership has set very clear Mission, Values and an inspiring Vision for all the members of the

organisation.

Mission:

The mission Empowerment through Technology gives a sense of purpose in all its endeavors for

offering Training & Education to all classes of the population and industries.

We strongly believe that Training and Education is going to spearhead development globally and no any single individual; company or entity is going to remain untouched by this revolution. We also feel that Aptech

has a key role to play in this revolution by bringing Training and Education within the realms of

understanding of every individual and business and empowering them through education. This ultimately leads to increased productivity and prosperity at Individual, Organizational, Societal, National and at a Global

level.

Values & Beliefs

A core set of beliefs & values guide APTECH LIMITED in its operations and evolution of its strategies

Respect for the individual

Fairness & transparency with members

Creating value through consistent superior performance

Exceed customer expectations

A shared destiny approach

Adhere to societal norms, laws and ethos

These values have evolved over the years and implicitly acted as the guiding principle for all the acts and policies of the organization. The values of the organization are regularly communicated to all its members

and adhered to in planning and operations by all senior executives of Aptech. Senior leaders are also

sensitized to the need to correct any deviations at the field level through counseling and demonstration through action. In addition, initiatives like the Key Result Area (KRA) grid for members, Objective Analysis

and Ranking of Members, Alliance reviews with partners, course bridging modules for students and profit share / award schemes for team members are launched from time to time to reinforce the stated values.


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Vision

To be the preferred Learning Solutions provider globally, delivering superior customer service

for performance enhancement, through World-Class processes

At the end of Year 2002, Aptechs training & education business had evolved from an entrepreneurial led

organization to a SBU level organization, operating in over 52 countries and realizing its vision (outlined in 1996) of becoming a global mega-corp & as a preferred choice of customers in the markets that it operated

in.

In 2003, following are some of the activities that supported our vision of becoming a world-class

organization.

The acquisition of SSI Education,

Re-structuring the organization into a functional set up in order to bring more focus on Products and Services that meet and exceed customers expectations worldwide

Evolving integrated Quality Management System for the merged entity and

Implementation of eCAS (enhanced Centre Automation System) in all centers. In 2004, following are some of the activities that supported our vision of becoming world-class organization,

Operation Re-invent Year of Customer

A New Approach to planning Innovation New Businesses

New Products

New Selling Techniques Process Innovation

Extending HR practices to employees of Network centres Improved Cash Flow Management

Investor Relations

48 hours books supply

Customer complaints 14 days Advertising contribution model

Audit, Collections & Automation

In 2005, following are some of the activities that supported our vision of becoming world-class organization.

Discipline

E-CAS-SAP, No deviations, Centre infrastructure Profitability

Automation, Regulatory targets

Growth Initiatives

Learning Services and Attest Education Delivery Quality

Faculty, Course material, Integrity of Exams


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Quality Network Organisation

Initiatives from HR, Education Control & Sales teams

Systems & Automation

Daily MIS thru SAP Improve fund disbursement - Centre Information & Control System (CICS

AWARDS

CEOs Award for Excellence in Leadership

Customer Sensitivity Award Value Champ (Upholds Values & Beliefs of Organisation)

Variable salary - Stretch Targets


organization,

Cleaning up the balance sheet write-off of non-productive assets and unrecoverable debtors

Discontinuing the Government Institutional business

Prioritised businesses on the following parameters:

Potential

Leadership position

Gross margins

Scale possible

Other initiatives undertaken:

Towards World-Class Education Delivery E-CAS, Faculty, Exams

Fee increase, Brand spends, Placements focus

Acquisition of Avalon and Synergetics

In 2007, following are some of the activities that supported our vision of becoming a world-class organization,

Strategic Focus Areas Retail

Greater control over delivery of education

E-CAS

Exam Invigilation

E-Projects

Print-on-demand courseware

Happening for international

Retail Portal Implementation happening in 2008

Strategic Focus Areas Non-Retail

T3 Academy

AICAR Tie-up

Number of Programs Conducted: 47; Total Training Days: 211

Number of Participants attended: 740; Training Man-days: 3069 LS CMMi5

CMMi Level 3 achieved

Trainer Certification, Content for TS


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organization,


Retail Portal - Implemented across all domestic centres

System Audits - Extended scope to include financial audits to arrest financial leakage in system Delivery of Education - Using Technology as part of new pedagogy (ICAM for Arena and new

methodology for Arena) Faculty Model - To provide faculty to centres that were lacking good faculty


SAP implementation for order processing and tracking Strengthening Attest offerings by investing in on-line as well as paper and pencil tests in addition

to off-line tests

Aptech is aiming at becoming a Global Corporation and a world-class organization led by a strong belief that

Training & Education is capable of upgrading the quality of life of individuals and enhances the productivity levels of Corporations.


organization,


Strengthened the leadership in Animation & Multimedia space through acquisition of MAAC

Entered English language training (largest vocational training segment in India; greater scope in

other emerging markets) Invested in the high growth regions by forming JVs in Brazil & Philippines

Realigned the retail organization under a COO to create a product agnostic structure and realize cost synergies

Invested in management capabilities by inducting experienced resources in key leadership

positions Focused heavily on improving visibility of the brands and corporate communication

Introduced Dual-benefit Degree Programs in alliance with Universities in all the brands


Focused relentlessly on profitability by exiting from non-profitable businesses (for. e.g.

Government ICT projects) Overhaul of corporate training business model with focus on empanelled trainers and targeting

CEO downwards Improved the debtor position through focused collection drive and pro-active provision for

doubtful debtors


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In 2010-11 (financial year), following are some of the activities that supported our vision of becoming a

world-class organization,


Global strategic alliance with Microsoft to integrate the licensed Microsoft educational content in Aptech curriculum

An alliance with Middlesex University, whereby students completing their Aptech Certified Computer Professional (ACCP) course shall receive advanced entry to the final year of B.Sc. (Honors) at the London, Dubai or Mauritius campuses of Middlesex University and dual certification

Launch of many new products to ensure wider product portfolio (e.g. BBA in Mass Media & Communication in Arena, Game Design & Integration in MAAC, MBA in Aviation Management in Aviation & Hospitality Academy), meet new demand for short term career courses (VFx Roto Pro in Arena and 75 Day Smart Professional in Computer Education) and replace the older version of mainstay courses (ACCP with ACCP Pro and AAASP with AAIP)

Focus on expansion of franchise network across the world (yielded addition of 204 new centers). For the international market, we followed a three pronged expansion strategy of length (more countries), breadth (more brands) and depth (more centres)


Focus on public institutions and international expansion for Assessment & Testing Solutions Implement key account management processes for Training Solutions sales team Focus on domestic market for Learning Services Recertification on ISO 27001 standards for Assessment & Testing Solutions

Strategic Focus Areas Common

Rebranding of Aptech covering all brands except Arena and MAAC. Launch and rollout planned from April 2011 to September 2011

New appointments for EVP Enterprise Business, SVP HR, AVP Alliances etc. to further consolidate the leadership strength of the Company. Steps were also initiated during the year to integrate brand-specific manpower into single product agnostic structure for retail business in alignment with the new corporate brand.

Recertification on ISO 9001: 2008 standards


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Alliances & Partnerships: Partnership with TRRAIN Foundation to train retail sector employees; pilot launched in a

container classroom at Inorbit Mall in Malad, Mumbai Signed an alliance with Mahatma Gandhi University to offer Degree Programs in Aptech

Computer Education, Aptech Hardware & Networking Academy and Arena Animation Signed an alliance with Google for Sub-Saharan Africa for training in Google

technologies (Aptech Computer Education) Signed an alliance with Scottish Quality Assurance (SQA) for course endorsement (for all

brands except MAAC) in the International market Renewed alliance with Oracle (including Sun) for the domestic market and signed a new

one for the sub-Saharan Africa region Formalized a partnership with SAP for training on SAP courses (eLearning and

eAcademy courses) across West Africa

New Course Launch: Professional course Netlink based on hybrid technologies in Aptech Hardware & Networking Academy; 7-month web development course ACWD in Aptech Computer Education; 8-month VFx Pro program in Arena Animation; 1-year diploma programs in Hospitality Management and Travel & Tourism in Aptech Aviation & Hospitality Academy

International Expansion Expanded our international footprint to Kyrgyzstan, Japan, Rwanda, Maldives and

Poland 1st international centre for MAAC in Vietnam; Arena Animation brand launched in

Nigeria; 1st Aptech Aviation centre signed in Mauritius Master Franchise signed for Aptech Computer Education and Arena Animation in

Nigeria and neighbouring countries; Master Franchise signed for Aptech English in Rwanda; Master Franchise signed for IT Training and Aptech English in Japan;

Disinvested 51% holding in Brazil JV and appointed the entity as Aptech Computer Education Master Franchisee for Brazil

Signed an Agreement with Syntea SA of Poland for investing 500,000 USD in exchange of 9.09% of their share capital to address the growing Eastern European market

Policy Changes Changed MAAC accounting policy from 1st July, 2011 onwards to recognize revenue

from new non-degree enrolments only to the extent of royalty, when the money is collected from students to meet the new Service Tax regulations

Changed the franchise model for Aptech Aviation with royalty reduced from 40% to 28% and faculties transferred to franchisees to improve the viability of the centres


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Closed/ Franchised 7 Own centres (4 Aptech Computer Education, 1 Aptech Hardware & Networking and 2 Aptech English) to improve profitability


Assessment & Testing business successfully conducted the first Common Management Admission Test (CMAT) exam of All India Council for Technical Education (AICTE) for over 70,000 students across 68 centres in the country without any glitches.

In FY2011-12, the Company was focused on development of Subject Matter Expert (SME) pool and systems for question bank development, which forms the key underlying IP in addition to the technology architecture.

The Company also entered into a tie-up with London College of Management Studies (LCMS) to open the first ever Aptech Assessment & Testing Solutions Centre in UK.

Strategic Focus Areas Common/ New Areas

Launch and rollout of rebranded Aptech, covering all brands except Arena and MAAC. iEnglish, an English Language Training product, launched on Airtel DTH platform through

partnership with Hungama Digital Entertainment Ltd. to target the nascent mEducation market Integration of examination, performance statement and certificate issuance processes were

launched in the Aptech Retail Portal (ApTrack). In 2012-13 (financial year), following are some of the activities that supported our vision of becoming a



1. New Course Launches

The Company launched multiple new courses across all its brands to address the demand from students

and industry. These are as follows:

Aptech Computer Education Upgraded courses with latest technology updates Android, HTML5, Design Patterns, Oracle 11g,

Java SE6/7

Smart Professional 75 days Java course with alliance courseware

Application development technologies based STC combo with certifications mapped to Microsoft

App creation for Windows 8 based on Visual Studio 2012, HTML 5

Smart Professional 75 days Open source technologies course

Aptech Hardware & Networking Academy

ACESE with specialization in Cloud & Virtualization

ACSA Pro

Smart Professionals courses for Virtualization, Storage, Security and Wireless Networks

Extended CISCO programs in Routing & Switching, Voice, Security

BSC & Diploma in Hardware & Networking with MGU


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Arena Animation

Upgraded Graphic and Web Design

Smoke Editing

Repurposed Arena Point for smaller towns with 4 programs covering Design, Publishing, Web and

Multimedia

MAAC

D3D (Career course in 3D Animation film making)

SMOKE Editing Photography course in partnership with Canon

Aptech Aviation & Hospitality Academy

BA in Aviation, Tourism and Hospitality Management

Advance Diploma in Aviation and Tourism

Diploma in In-flight and Ground Staff Services

Aptech English Learning Academy

Composite course of English training and Personality Development (for employability gap among

Engineers and Graduates)

2. Marketing Push

As part of the plan to shore up enrolments and bookings for all brands, major push was given on the

marketing front in FY2012-13, Some of the new initiatives undertaken in various brands are as follows: MAAC tied-up with the Amazing Spiderman movie and launched a joint TV campaign around the

movie release

New initiative to involve enquiries in Chroma shoot, character design, sketching, etc. for them to get

an actual feel before registration was launched across MAAC centres Arena Animation produced and released Indias first 3D commercial for the brand across all media,

including cinema halls, which included animated characters called Dudolls. Merchandize for the

Dudolls was launched

Arena jointly produced and released a TV ad campaign in association with the Indian animation

feature film Delhi Safari Aptech Computer Education pitched Smart Professional and Certification programs to Engineering/

BCA-MCA students by marketing NacTech, Skill app, Yuva scholarship and job fair at college premises

3. International Retail Network

Company has identified International Retail business as its key growth area and is continuously pushing boundaries for expanding its network. In FY2012-13, there was also a focus on resolving some long

pending issues with the business partners in order to create conducive environment for growth. The Company entered four new countries - Yemen, Cameroon, Cte dIvoire and Afghanistan

On the breadth front, the Company was able to introduce Aptech Hardware & Networking brand in

Pakistan, Arena in Ghana and Aptech English in Kazakhstan

The Company also signed up a Master Franchise for its Aptech Computer Education and Arena

Animation brands in Nepal Non-RFF outstanding issue in Sudan, study material income from Nigeria, MF outstanding issue in

Nigeria and Aptech Computer Education MF and Arena MF issues in Pakistan were resolved and a

large portion of the pending cash flow was received.


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4. Focus on Events & Placements

Events are a great way to increase visibility, student engagement, learning and industry interaction. The

Company is trying to evolve a good mix of events with some paid and some free.

Premier among all events was the 10th 24 FPS Awards show organized by MAAC. This year the

format of the awards show was modified by also adding a 24FPS festival for the students. This edition was organized in partnership with United Nations Information Centre (UNIC) with the theme

Future We Want MAAC also conducted Art for Smart workshops as a new revenue model

Arena also successfully launched a new national event Orbit Live as an industry-student interface

event. The event saw enthusiastic participation from 270 students (paid) and ~70 industry experts

In FY2012-13, Arena placements increased by 20% and IT placements by 25% over previous fiscal.

This was achieved by expanding the recruiter base with 60 new Arena clients and 110 new IT clients.

Strategic Focus Areas Non-retail Focus on execution in Non-retail business for the orders already bagged in FY2011-12.

Glitch-free conduct of the Common Management Admission Test (CMAT) 3 exam for over 1,30,000

students across 62 cities, 124 centres in the country over a period of 5 days was the key highlight. With an average of over 25,000 exams in a single day, this project was the largest such roll-out in

India

The division also won new business from AICTE to conduct Graduate Pharmacy Aptitude Test (GPAT)

in FY2013-14 Aptech Testing was selected as the assessment partner by National Skill Development Corporation

(NSDC) for selecting Indian representatives for the World Skill competition in the Web Design

segment. The Training Solutions team executed Trainer Touch Program by regularly maintaining contact with

empanelled trainers to ensure retention.

New Initiatives

The Company launched a new product Aptech Learning Ladder (IT & Multimedia curriculum) in the

international market targeted at K12 schools The Company has invested a sum of US$ 500,000 in Syntea SA of Poland for 9.09% stake. This is

the first time Aptech is exploring a new entry strategy to acquire minority stake in an existing

education company. Syntea SA has launched Arena and Aptech Aviation products in Poland. In the year gone by Aptech signed an agreement with the National Skill Development Corporation

(NSDC) as part of which the Company would provide job-oriented training in a range of vocations to

meet the growing demand for skilled manpower. As part of the Aptech-NSDC arrangement, the

Company would form a separate SBU to train more than 2.33 million people over 10 years in a wide array of disciplines that include Banking, Financial Services and Insurance (BFSI), IT/ITeS, Media &

Entertainment, and Organized Retail. Under the agreement, NSDC would also provide a soft loan of Rs 7.5 crore to Aptech for the skills training initiative. Aptech will set-up up to 500 new centres under

the proposal and plans to provide learning through technology-enabled methods in remote areas of

the country. Aptech also announced a three year strategic partnership with Universal Knowledge Management

Pvt. Ltd (UKMPL), the training arm of Universal Commodities eXchange (UCX) to provide training to

individuals in the financial services domain. In the initial phase the partners will focus on hands on


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training in the Commodity, Equity and Currency markets. Short term certificate courses, covering the

above mentioned markets are expected to be launched in FY2013-14. First product launched from the Aptech-Hungama stable was iEnglish, a Hindi to English course, on

Airtels DTH platform. In FY2012-13, the partnership launched its second product on Spoken English

in December 2012 on Airtels IVR platform. The Company also formed Aptech Hungama Digital

Learning LLP to drive this initiative with an initial investment of Rs. 2 lac each, funded by both parties.




5. Consolidation & streamlining of domestic operations The integrated back-end team for all the domestic brands of the Company has undertaken many new

initiatives to improve operational efficiency, enhance student experience and streamline processes. Some of the key initiatives were as follows:

New payment methods including credit card and online payment gateways

Pan India tie-up with placement agency Magna for placement of Aptech students

Updation of centre list for all brands and revamp of centre location information with google maps on

the brand websites

6. Network Expansion in International Retail Network

Expansion of network in the International market has been the key focus area for the Company for last many years. The Compay follows the Length, Breadth and Depth (LBD) approach for this expansion.

Length refers to the entry into newer countries with no Aptech presence. Breadth corresponds to addition of a centre from a new brand to an existing country and Depth is growth in network of existing

brand in an existing country. In FY14, the progress achieved by the Company on this strategy is listed

below. Aptech signed centres in two new countries, viz. Myanmar and Gambia, in FY14. ACE centre was

signed up in Gambia and in Myanmar, the Company signed up ACE, Aptech English and Aptech

Networking centres with the same franchisee. (Length) The Company was also able to launch Aptech Aviation and Aptech Networking brands in Ghana, and

Aptech Networking in Afghanistan. (Breadth)

Rest of the expansion majorly happened in the bigger markets of Pakistan, Nigeria and Vietnam. A

total of 34 new centres were signed up by the Company in FY14 as against 23 in FY13. It also signed up a new Master Franchisee for Arena in Pakistan and Saudi Arabia. An ACE Master

Franchisee was appointed for the Nigerian market.

7. International Retail Projects With the increasing focus of the world governments and international organizations on skill development

in the light of high youth unemployment in many countries, Aptech has decided to concentrate on the opportunity presented by such projects (usually sponsored by multi-lateral institutions such as World

Bank, etc.). This has been identified as a key growth area for the International Retail business, and as a

strategy would accrue to additional benefits in terms of increased brand presence, leveraging of existing retail centres and seeding of new network. Some of the early successes for the Company in this regards

were


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The roll-out of Aptech Learning Ladder in Nigeria across 84 public schools. It also received an order

to develop content for these schools.

Similarly, the Company bagged an order from Ministry of Communications & IT, Afghanistan to

deliver skill development training in the Hardware & Networking domain to their nominees. Traditional projects business of Indian Technical and Economic Cooperation (ITEC), a programme run

and fully funded by the Government of India, also performed well in FY2013-14 with Y-o-Y growth of

11.4%.

8. Partnerships Partnerships are a great way to increase student value proposition, visibility and positive brand

associations. The Company is trying to add a good mix of partnerships in addition to those with Tech companies.

24FPS was conducted in partnership with United Nations Information Centre (India & Bhutan) with

the theme My World 2015.

Arena partnered with Certiport, a test delivery solutions provider, to determine Indian

representatives at the Adobe Certified Associate (ACA) World Championship 2013 Arena conducted Perspective seminars in 8 cities to launch Middlesex tie-up

Distance learning degree product in alliance with Middlesex University (MDX) was launched in some

international markets

New Aptech English courses designed by Middlesex University were released in some of the

international markets The Company has also tied-up with Sony for its Virtuoso Language Lab product to be used at Aptech

English centres

Strategic Focus Areas Non-retail

Aptech Assessment & Testing division is the clear focus area for the Company in the Non-retail space. The Company has endeavored to win large high stake roll-outs and boosted its execution capability to

handle such projects. Some of the large scale high stake executions important for the Company were as follows:

The most important of the high-stakes large-scale rollouts executed by the division include Common

Management Admission Test (CMAT) and Graduate Pharmacy Aptitude Test (GPAT) entrance exams.

In FY2013-14, there were a total of 3 roll-outs for CMAT in May 2013, September 2013 and February 2014. The number of GPAT roll-outs were 2. Total number of test takers who appeared for these two

exams over the entire year was nearly 250,000. Successfully executed tests for Union Public Service Commission

Mock tests for GATE exam for a Test Prep institute

Pilot computer aided testing for Science Olympiad Foundation

The Company kicked-off Project Game Changer in Nov 2013 for its own Test Engine Development with

KPIT Cummins. This will help the Company achieve scalability and reduce reliance on 3rd party software.


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New Initiatives

Aptechs focus in FY14 was on strengthening and scaling up the new initiatives launched in previous

years. For its partnership with the National Skill Development Corporation (NSDC), the Company has

developed and launched dedicated NSDC courses under its Aptech Computer Education and ARENA

Animation brands. It also developed courses aligned to respective National Occupational Standards for ITeS and BFSI sectors under the NSDC Star scheme. The necessary modifications in the

Companys systems and processes have been implemented to accommodate the NSDC specific

business model. Under the Companys partnership with Trust for Retailers and Retail Associates of India (TRRAIN)

foundation for training people in retail management, both the partners worked on developing courses

in Retail management in alignment with the National Occupational Standards for the sector and launch courses under NSDC Star scheme. The Company also executed multiple training batches for

store staff, sales teams, distribution teams, etc. for many leading companies. The total number of

participants trained exceeded 500 during the year. It is also developing training content for people with disabilities in conjunction with TRRAIN. The content covers subjects like Computers, English,

Soft skills/ Life skills and Retail. The courses are expected to be launched in FY2014-15.


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Communication of Mission, Values & Vision

Mission, Values & Vision are shared by the senior leaders with the members through conduct of open houses.

These sessions are used for sharing the Organizations performance, strategies & goals. APTECH LIMITED

uses posters & other communication devices for display & overt sharing of its mission, values & vision.

Mission, Values & Vision are sublimely re-in forced during different review meetings through evaluation of contribution of performances & suggestions towards these.


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Section 3.2

FOREWORD by CEO & Managing Director

I firmly believe that the prime mover behind APTECH LIMITEDs current leadership position in the Training &

Education industry has been our relentless pursuit of excellence through innovation and quality.

The truth behind the above is evident in the fact that our Education Support activities conform to ISO 9001:2008 quality standards, which provide the framework for our continuous improvement projects.

We are committed to our customers through our commitment to our values, which act as the guiding

principles in our endeavors.

In this continuous journey towards excellence we rely heavily on our motivated teams at all levels and our

committed Business Partners who continue to inspire us and scale new heights of achievements.

This Quality Manual is the exclusive property of APTECH LIMITED, and shall not be photocopied or

reproduced in any other form without the prior consent in writing from the undersigned.

I have authorized this Quality Manual.

Ninad Karpe CEO & Managing Director


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Section 4

QUALITY MANAGEMENT SYSTEM

4.1 General requirements

Aptech Ltd. has clearly defined processes towards delivering Product and Service quality considering the

needs & expectations of its Customers, Investors and Members. The processes are categorized into

Organization Processes

Business Processes

Core Processes

Support Processes

Organization Processes pervade throughout the Organization at Corporate level, Regional and Center

level. It consists of

Planning

Human Resources

Information & Analysis

Business Processes are the growth engines for the Organization driving the organization towards Customer Satisfaction and Business Results. It consists of

Franchising

Course Design

Customer Acquisition

Course Delivery

Placements

Core Processes of Course Delivery, Training to the Faculties and Receiving of Feedback from the Students are performed at 3 levels i) Center level ii) Regional Office level and iii) Corporate Office level

The Core processes at the Centers Level are:

Pre-Sales (Counseling)

Registrations

Course Delivery

Placements

The Core processes at Regional Office Level are

Sales & Marketing Support

Training for the Counselors

Sourcing of Placement leads and Placement Support to Centers

Review of performance of Centers supported with an action plan

Reviewing non-conformities identified by Systems auditors against every center and supporting

Centres to implement corrective actions.


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The Core Processes at Corporate Office Level are

Training of Center Faculty

Trainer Certification

Student Certification

Technical / Academics Support and delivery to Centers

Anticipating Technology Trends and Directions

Placements Support

Analysis of information and reports received from Regions

Marketing Strategy, Annual Plans / Budgets and Feedback to Regions

Advertising and Public Relations

Training Methodology

Product Design

The Support Processes are the ones that support the Organization Processes, the Business Processes & the Core Processes.

They are:

Human Resource

Administration

Management Services

Logistics Outsourcing and Supplier Management

Information Systems

Customer Care

Academics Support

Internal Quality Audits covering departments / functions in Corporate office & Regional office

Systems Audit of network centres

Network Management

Management treats data as a fundamental resource for conversion for information and the continual

development of the organizations knowledge. This helps to make factual decisions. The organization has a strategy in place for

Identifying its information needs Identifying the connectivity and automation needs

Conversion of information to knowledge of use to the organization Use of data, information and knowledge to set and meet its strategies and objectives

The above can be seen through implementation of Portal, OES (Online Examination System), and SAP for Logistics, Human Resource and Management Services processes.


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Marketing Plan and Activity

Market condition feedback

1.a. 1.b

Industry requirement

Marketing Plan

Support agencies Drawing Marketing Plan:

1. Advertising Plans 2. Product Positioning 3. Operation Document

Artwork Design & promotional material

Legal, Business Head Approval

Marketing promotion material finalized

Brochure Yes / No

\

Logistics for printing

Training to counselors and RO. Implementation tracker for key campaigns

Regional Office: 1. Distribution of artwork to centre 2. Local campaign planning with

centre w/wo RO

PO Generation Centre

2 3

4

5.a

5.b If no 6

10.a

Marketing

Plan and

7

On Approval

Indent for Brochure


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Content Design and Productivity Activity - eBooks

1.a 1.b 1.c 1.d

2 3b Print requisition

3a

4

5

6 eBooks access Intimation

Placing indent of material 7

Results of Marketing Research

(if conducted)

Industry Experts

Feedback available / Gathered

Suggestions / Feedback from

NPC

I. Course

curriculum Design + Conduct

& Deliverables Plan Drawing

Drawn up Plans 1. Curriculum Design 2. Output Profile of the student at the end of each semester / year 3. List of Deliverables 4. Detail TOC / Depth of each Topic 5. Detail schedule of conduct

Logistics

OV Team II.

Technical Briefing & Trainings

(if required)

Territory Academics Head and Team

III. Technical Briefing & Trainings

CENTER

V. Dispatch of Indent

IV. Placing

Requisition CENTER


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Centres Interaction with Various Departments

CenterI.

Enrollment

Process

Students

1.

Students

IV.

Education

and

Examination

Process

V.

Result

Preparation and

requisition

sending

Academics Head

Delivery /

Recourse

Automation

support team

in Academics

Automation related Help /

Queries

Logistics

Head

II.

Requisitoion

for

Deliverables

III.

Processing

and despatch

of requisition

Regional

S & P Head -

Sales &

Marketing

Marketing &

Sales Support

Technical Support

Logistics

Team

2

3

4 5

6.

ViI.

Distribution

of PS and/or

Certificate

7

VI.

Requisition of

PS / Cert

processed and

despatched

IX.

Faculty Approval

and Training,

Feedback, and

Monitoring

Academics

VIII.

Feedback,

Reports / Details,

Support

Requirements

Note :

Process VIII and IX is continuous ongoing

activity / process.


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Customer Care Cell

1. Ensuring Customer Satisfaction

2. Interacting with respective process

owner.

3. Redressing customer grievances

Customers StudentsGrievances Grievances

I.

Informing to

Process

owners

Process

Owners

II.

Gathering

information

II.

Gathering

information

III.

Activities

leading to

Closure of

grievances

IV.

Closure

Process

Customer Care Cell

1.a. 1.b.

2

3.a. 3.b.

4

5


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The Top Management provides the resources required for efficient and smooth functioning of the Quality

Management System.

The Business Processes and Core Processes are reviewed and monitored on key performance parameters

such as number of students enrolled, new centers opened, new products introduced, students placed etc. in the Monthly Operations Review meetings. The process owners for the key processes are identified and their

responsibilities are defined.

4.2 DOCUMENTATION REQUIREMENTS

4.2.1 GENERAL

Aptechs Quality System is defined as Organizational Structure, Procedures, Processes and Resources needed

to implement quality management.

Responsibility and Authority

Management Representative is responsible for setting up and ensuring implementation of the quality system

with the active support of the personnel at all levels of the Organization and is authorized to ensure that the quality system is being implemented effectively.

Quality System documentation:

Quality System documentation consists of the following:

1. Quality Manual: which is a document stating the Customer Policy and describing the Quality Management System of the Organization,

by structuring to satisfy the ISO 9001: 2008 Standards by making reference to Quality System Procedures

2. Quality System Procedures: as explained later in this Section.

3. Work Instructions: as explained later in this Section.

4. Controlled Documents: as explained later in this Section.

5. Quality Records: as explained later in this Section.

Quality System Procedures:

The Quality System Procedures are the specified ways to perform an activity. It documents all the functions and activities that affect the quality of the service rendered to the Centers, its Students and clients. The

documented procedures and instructions are detailed in the following manuals:


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The MARKETING PROCEDURE MANUAL (ACE & ARENA)

Provides for Market Research to be carried out, which acts as an input to CONTENT DESIGN for finalization

of a curriculum. It also provides for Marketing Strategies, Promotional Material, Advertising and Campaigns.

The MARKETING PROCEDURE MANUAL (International)

Provides for Market Research to be carried out, which acts as an input to CONTENT DESIGN for finalization

of a curriculum. It also provides for Marketing Strategies, Promotional Material, Advertising and Campaigns.

The CONTENT PRODUCTION MANUAL

Deals with finalizations of the curriculum, developing the courseware, providing for Education Guidelines (i.e.

Presenters Manuals) to the academics dept. & logistics dept., which in turn disseminates to Centers and its Students.

The SALES PROCEDURE MANUAL (ACE & ARENA)

Deals with process of arriving at Annual Business Plan for Retail sales domestic process of supporting Network Centres through / Regional & Area Sales Heads and reviewing performance of network centers.

The PLACEMENT PROCEDURE MANUAL (ACE & ARENA)

Deals with sourcing placement opportunities for students enrolled for the courses which offer placements assistance as part of the course.

The SALES PROCEDURE MANUAL (INTERNATIONAL)

Deals with process of arriving at Annual Business Plan for Retail sales international, process of supporting Network Centres through / Regional & Area Sales Heads and reviewing performance of network centers.

The NETWORK PROCEDURE MANUAL:

Deals with identifying Business Partners and extending all necessary support to the Business Partners in terms of renewal, change in locations, partners etc. and closing of centers etc.

The LOGISTICS PROCEDURE MANUAL:

Deals with Printing of Course Material / Brochures / Promotional Material, Planning of Stocks & supply of

material to the Centers.

The ACADEMICS OPERATIONS PROCEDURE MANUAL: (Domestic & International)

Deals with providing of course conduct details, monitoring mechanism of course conduct and Training for

Faculty and the process of Faculty Certification. Also deals with mechanism for assessment of Students

thorough exams, design of test papers and issuance of certificates & performance statements for the same.


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The CUSTOMER CARE PROCEDURE MANUAL:

Deals with process of handling and resolving customer grievances, queries, collating student feedback

received from centres and providing analysis to the stake holders.

The TRAINING SOLUTION PROCEDURE MANUAL:

Deals with process of converting an enquiry from Corporates including State & Central Govt. institutions in to

an Order and process of executing such Orders.

The SYSTEMS AUDIT PROCEDURE MANUAL:

Deals with process of auditing network centers to verify the adherence level to Systems and Procedures by

the centers and process of follow up with Regional Sales team & Corporate Office team for implementation of corrective actions in Centres.

The HR PROCEDURE MANUAL: Deals with process of recruiting competitive manpower, process of Training and development, process of

performance management and process of separation.

The ADMINISTRATION PROCEDURE MANUAL Deals with process of recruiting competitive manpower, process of Training and development, process of

performance management and process of separation.

The INFORMATION SYSTEMS PROCEDURE MANUAL:

Deals with evolving and implementation of automated systems in corporate office, Regional offices and Network Centers

The INTERNAL AUDIT PROCEDURE MANUAL: Deals with process of monitoring continuous improvement in QMS (DQS) of different functions through

conduct and management of internal audits.

The Sales Manual - Aviation:

Deals with process of arriving at Annual Business Plan for Retail sales domestic process of supporting Network Centres through / Regional & Area Sales and reviewing performance of network centers.

The Marketing Manual Aviation:

Provides for Market Research to be carried out, which acts as an input to CONTENT DESIGN for finalization of a curriculum. It also provides for Marketing Strategies, Promotional Material, Advertising and Campaigns.

The Academics Manual Aviation: Deals with providing of course conduct details, monitoring mechanism, mechanism for assessment of

Students and design of test papers for the same. It deals with Training for Faculty and the process of Faculty Certification.

The Placement Manual Aviation: Deals with sourcing placement opportunities for students enrolled for the courses which offer placements

assistance as part of the course.


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The Program & Content Manual Aviation:

Deals with finalizations of the curriculum, developing the courseware, providing for Education Guidelines (i.e. Presenters Manuals)

FORMS and FORMATS: The various FORMS to be used have been explained and FORMATS are given in the respective Procedure

Manuals.

Quality Planning: Quality Planning explains how the requirements for quality will be met, as per the documented system.

Our documented Quality System Procedures explain the various Process Flows, Quality Checkpoints and Acceptance Criteria, as given in the respective Procedure Manuals.

Work Instructions:

Work Instructions are the documents, which define how an activity is performed. At times it is not possible to

give all the minute / micro level detail in the procedure. In such instance the respective departmental Heads at Head Office / Regional Office may issue local work instructions to define how an activity is performed,

based on the Quality System Procedures.

The same are under document control as explained in Section 4.2.3

Controlled Documents: A Controlled Document is defined as that document in which the data gets changed from time to time with

the addition of new data and deletion of outdated / obsolete data. The data / contents of the controlled

document is changed by an authorized personnel only.

Quality Records: Quality Record is defined as a document, which is filled with data that does not change. It furnishes objective

evidence of activities performed or results achieved.

Master List of Documents: Master List of Documents comprise of the following:

List of Manuals

List of Work Instructions being followed

List of Controlled Documents

List of approved Suppliers related to the Department / Function (as applicable).

Department Head ensures that a Master list of Documents (as applicable) is being maintained clearly indicating the following factors.

Authorization status of the Issuing & Approving Authority

Effective date

Revision number

Filing system (as applicable)


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What are Education Support Services?

Our Business process for Education Support is interpreted as Services.

The Services Comprise:

SALES - PLACEMENT

MARKETING - CONTENT PRODUCTION

LOGISTICS - ACADEMICS OPERATIONS

NETWORK SUPPORT - SYSTEMS AUDIT

CUSTOMER CARE

This is the Support provided to every center for products / brands.

The Regional Office is an extension of corporate office for the purpose of providing Support Services to our Customers.

The Model of ISO 9001:2008 for Education Support Services has been adopted by the company because the supply of our Products and Services to our Customers, pass through the following four stages as explained

below:

Design & Development

We Design our own products & services. For Example the Content Production Department of our Company designs the Courses for the Students.

Production

We arrange printing / replication of Courseware, Manuals, Technical Know-How Material, and Performance Statements etc. through our suppliers & provide it to Centers.

Installation We set up Computer Education Center of ACE, ARENA and AVIATION and transfer the technical know-how to

the Centers.

Servicing

The same is done through Technical & Academics support and Placement Support.


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AUTHORITY TO ISSUE & APPROVE QMS (DQS) OF VARIOUS FUNCTIONS

Sr. No. Quality System Manual under ISO 9001 system

Issuing Authority Approving Authority

1 Quality Manual Management Representative

CEO & MD

2 Marketing Procedure Manual AA Head Marketing COO

3 Marketing Procedure Manual - AV Head Marketing COO

4 Marketing Procedure Manual - INT Head Marketing Head International

5 Sales Procedure Manual - AA National Operations Head

COO

6 Sales Procedure Manual - AV National Operations

Head COO

7 Sales Procedure Manual - INT Sales Head Head International

8 Placements - AA Placement Head COO

9 Placements - AV Head Placement COO

10 Content Production Procedure Manual Technology Head CSO

11 Program & Content Procedure Manual Technology Head CSO

12 Network Procedure Manual Network Head Head Student

Development

13 Logistics Procedure Manual Logistics Head Head Student Development

14 Academics Operation Procedure Manual Head Academics Delivery & Head Academics

Support Head

COO & Head Student

Development

15 Systems Audit Procedure Manual Head Systems Audit Network , Audits & Customer care Head

16 Training Solutions Procedure Manual Head Training Solutions Head Enterprise Business

17 Customer Care Procedure Manual Customer Care Executive Network , Audits &

Customer care Head

18 HR Procedure Manual Manager HR Head HR

19 Administration Procedure Manual Manager Administration Head Administration

20 Information Systems Procedure Manual Head Infrastructure &

Head S/w development Head Technology

21 Internal Audit Procedure Manual Manager - Audits Management

Representative

22 Academics Operations (International) Procedure manual

Head International


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4.2.2 QUALITY MANUAL

The Quality Manual explains:

The scope of the quality management system Ref. Page 5 in this document.

The permissible exclusions Ref. Page 5 in this document.

The documented procedures established for the quality management system ref. Individual

procedure manuals, the brief description of each is given in page 25 & 26 , and the interaction between the processes of the quality management system

Edition History of the Quality Manual:

Edition No.

Issue Date

Effective

Date

Reasons for change

1 01.07.93 01.07.93 Not applicable. New documented system implemented.

2 19.10.95 01.11.95 Total no. of amendments exceeded ten.

3 01.02.96 15.02.96 To conform to ISO 1994 Standards.

4

15.10.96

01.11.96

Reference to Procedure Numbers of other Procedure

Manuals got changed in view of conforming to 1994 Standards.

Company Name got changed to APTECH LIMITED.

5

15.07.98

01.08.98

Quality manuals made common for all the Education

Products of the company.

Changes in organization structure to represent current

policies of the company. Responsibilities for new roles defined.

Responsibility and Authority of existing roles modified in

line with the revised organization structure.

6

15.04.99

01.05.99

Contents of the manual being organized clause wise

Quality Policy of the organization redefined.

There are changes in the Organization Structure at

Corporate Office and Regional Office level. Product Asset International removed from the scope

of the documented system.

Writing of Manual no. on individual pages dropped.

Changes in Header and Footer of all pages.

Cross Reference to various procedure numbers removed

from the body of the text and given at the end of manual as an enclosure.

Approving authority signatures on individual pages

dropped.


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Edition

No.

Issue

Date

Effective

Date

Reasons for change

7 01.10.99 16.10.99 Changes in Header to depict AT & E (SBU).

Company Profile has been rewritten by giving the current

scenario. Form on Summary of Customer Complaint modified to

incorporate cycle time for closure.

There are changes in the Organization Structure.

Division wise structure is depicted. Responsibility and Authority of key personnel depicted.

Functional Role of Location Head of Aptech Computer

Education has been renamed as Regional Head.

AT & E (SBU) Head is the Approving Authority of the

documented Quality System.

8

21.01.02

28.01.02

Changes in Organization Structure specific to certification

Removal of SBU

Revamped process of recording complaints & analysis of

the same Summary of Customer Complaints removed

Change from Quality Policy to Customer Policy

Change in Mission / Vision / Values

Removal of ASSET from Section 2.1

Updation in number of centers and Employees

Introduction of Divisional Management Representative

role

Removal of Assistant Management Representative role.

Removal of Quality Steering Committee

Introduction of EBC

Manual made specific to Aptech Computer Education and

Arena Multimedia Changes in Standards from 1994 to 2008

Change in the name of company from Aptech Limited to

Aptech Training Limited, and back to Aptech Limited

The business operations divided into two SBUs of IT

Education and Arena Multimedia

9 30.08.02

02.09.02 Technical / Academics support improved through

technology, and the operations are being moved to the Corporate office at Mumbai

The focus of the Regional / Zonal offices is being

changed to Sales and Placements

10 11.12.03 18.12.03 Changes in Organization structure

Inclusion of SSI brand under Aptech

Quality Planning for QMS included

Change in Customer / Quality Policy

Company level Quality objectives changed

Authority w.r.t. Quality changed for different levels

Institutional sales process added

Retail sales process shown separate from marketing


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Operations & Systems audit process added

Current practice of reviews documented.

11

01-06-04 01-06-04 Changes in the organization structure Company level quality objectives changed.

Sales & Placement manuals merged in to one manual

Separate Sales & Placement Manual for Arena

Separate Marketing Manual for Arena

Separate Marketing Manual for ACE/SSI

Separate Marketing Manual for International

12 01-06-05 01-06-05 Design Head & Head Project & Research this role has

been merged into Head Content Production Vision 2004 milestones achieved documented

Organization Structure updated

Head Marketing & Corporate Communications role

qm3

Documents

development title

management review title

planning title

resource management

purchasing title

communication title

measurement title

issue date