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OIL INDIA LIMITED
Calcutta BranchCalcutta BranchCalcutta BranchCalcutta Branch
ISSUED BY
MANAGEMENT REPRESENTATIVE
APPROVED BY
UNIT HEAD
Page 1 of 53
DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: CONTENTS
SECTION NO ISSUE NO 01 REVISION NO 00
ISSUE DATE 01/06/2012 REVISION DATE
CONTENTS
ISO 9001:2008 Clause
Title Page No
1 Scope 03 - 09
2 Normative Reference 10 - 18
Annexure “A” (Amendment Record Sheet)
11
Annexure “B” (List of procedures Abbreviation)
12 - 13
Annexure “C” (Abbreviation) 14
Annexure “D” (Organisation Chart) 15
Annexure “E” (Interaction of processes)
16
Annexure ‘F’ (Macro process map) 17
Annexure “G” (Process Inter Relationship) 18
3 Terms & Definitions 19
4 Quality Management System 20 - 23
4.1 General Requirement 20
4.2 Documentation Requirements 21 - 23
5 Management Responsibility 24 - 36
5.1 Management commitment 24
5.2 Customer Focus 25
5.3 Quality Policy 26 - 27
5.4 Planning 28 - 31
5.5 Responsibility, Authority and Communication
31 - 34
5.6 Management Review 35 - 36
6 Resource Management 37 - 38
6.1 Provision of Resources 37
6.2 Human Resources 37 - 38
6.3 Infrastructure 38
6.4 Work Environment 38
OIL INDIA LIMITED
Calcutta BranchCalcutta BranchCalcutta BranchCalcutta Branch
ISSUED BY
MANAGEMENT REPRESENTATIVE
APPROVED BY
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Page 2 of 53
DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: CONTENTS
SECTION NO ISSUE NO 01 REVISION NO 00
1 ISSUE DATE 01/06/2012 REVISION DATE
ISO 9001:2008
Clause Title Page No
7 Product Realizations 39 - 46
7.1 Planning of product Realizations 39 - 40
7.2 Customer Related Processes 40 - 42
7.3 Design and Development 42
7.4 Purchasing 42 - 44
7.5 Production and Service Provision 44 - 46
7.6 Control of monitoring and measuring device 46
8 Measurement, Analysis and Improvement 47 - 53
8.1 General 47
8.2 Monitoring and Measurement 47 - 49
8.3 Control of Nonconforming Product 50
8.4 Analysis of Data 51
8.5 Improvement 51 - 53
OIL INDIA LIMITED
Calcutta BranchCalcutta BranchCalcutta BranchCalcutta Branch
ISSUED BY
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Page 3 of 53
DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: SCOPE
SECTION NO ISSUE NO 01 REVISION NO 00
1 ISSUE DATE 01/06/2012 REVISION DATE
1 SCOPE
This Manual describes the Quality System of Calcutta Branch Office, Oil India
Limited (OIL) conforming to the International Standard IS/ISO 9001: 2008.
This Quality Manual is an Apex Manual of Quality Management System. This
is linked with Procedure Manual as a cross-reference. This Manual shall be
exclusively used for Quality Assurance of Products and Services (Ref- IS/ISO
9001: 2008).
The scope of Quality Management System of Calcutta Branch of Oil India
Limited states:
“Provision of Services of Purchasing, Inspection and Logistics For Field
Operations of Oil India Limited, and Other Related Support Services.”
This Manual is designed to incorporate the Quality Systems of the following
Sections of Calcutta Branch:
i) Purchase (PUR)
ii) Shipping (SH)
iii) Inspection (INSP)
iv) Other support services provided by Finance & Accounts (A/cs),
Administration (Adm) & Information Technology (IT)
EXCLUSION:
i) Clause 7.3 “Design & Development” excluded since the
organisation Calcutta Branch of OIL delivers services as per the
guidelines, statutes, regulations which have been designed and
developed by the Corporate Office of Oil India Limited. Hence, it has
no design of its own and does not have the facility to carry out this
activity.
OIL INDIA LIMITED
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: SCOPE
SECTION NO ISSUE NO 01 REVISION NO 00
1 ISSUE DATE 01/06/2012 REVISION DATE
ii) Clause 7.5.2 “Validation of process for production and service
provision” since for all products and process the result of the output
is immediately verified by process and final inspection. Therefore
the requirement stated in the clause of the statement is not
applicable.
iii) Clause 7.6 “Control of monitoring and measuring equipment”:
Monitoring and measuring equipment required for carrying out
inspection and tests on locally purchased products are provided by
respective suppliers. Calcutta Branch ensures that such equipments
have valid calibration. As such, no specific instruments/ equipments
are maintained by Calcutta Branch for the purpose of inspection.
Hence, the requirement under this clause has been excluded from
the requirement of quality management system of Calcutta Branch
Office, Oil India Limited.
1.1 LOCATION & BRIEF INTRODUCTION
Oil India Limited (OIL), a premier “Navratna” National Oil Company under the
Ministry of Petroleum & Natural Gas, Government of India, is engaged in the
business of (i) exploration, production and transportation of crude oil and
natural gas and (ii) production of LPG. OIL was incorporated as a private limited
company on February 18, 1959. In 1981, OIL became a wholly-owned
Government of India enterprise. Over the last few decades, OIL has taken
remarkable strides forward both in its achievement as a corporate entity as well
as a responsible corporate, sensitive to its social obligations. The Company
presently produces around 3.90 MMTPA of Crude Oil, around 7.93 MMSCUMD of
Natural Gas and about 45,000 Tonnes of LPG annually.
OIL has over 1.65 lakh sq km of acreages including domestic and international
assets for its exploration and production activities. The Main Producing Areas
are in the North East Indian states of Assam & Arunachal Pradesh and Rajasthan
in the Western frontier. Oil India Limited, which started as a Company, based in
the North-East India, has now pan-India presence. Currently, OIL is exploring for
oil and gas in other blocks acquired by it such as onshore areas of Ganga Valley
and Mahanadi. OIL also has participating interest in NELP exploration blocks in
Mahanadi Offshore, Mumbai Deepwater, Krishna Godavari Deepwater, etc. OIL
OIL INDIA LIMITED
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: SCOPE
SECTION NO ISSUE NO 01 REVISION NO 00
1 ISSUE DATE 01/06/2012 REVISION DATE
has also spread its wings globally with its presence in overseas projects in
Gabon, Iran, Nigeria, Sudan, Yemen, Libya, Egypt, Timor Leste, Orinoco Heavy Oil
Belt, Carabodo and Venezuela.
OIL has been a consistent and superior performer in various core business areas
over the years. Its feats have been recognised in India as well as internationally
by world-renowned institutions and agencies.
Now, focussing on Calcutta Branch of Oil India Limited, this Office plays a crucial
supportive role in the overall productivity and growth of the Company.
Strategically, the city of Calcutta carries a lot of significance to OIL. This can be
attributed to the following factors:
i. Calcutta is the gateway to the North-East where OIL’s major producing
assets are located.
ii. Calcutta is the nearest nerve centre of industrial units to the North – East.
As such, the city has the potential to provide a large part of the much
needed materials & equipment required for the running of the Company’s
Field Installations.
iii. The sea port & airport at Calcutta provide gateways for bringing in a
variety of specialised necessary equipments from abroad.
iv. Calcutta, being a centre of trade & commerce, provides opportunities for
investment of funds and other related financial initiatives.
To leverage the strategic benefits as outlined above, Calcutta Branch came into
existence as early as the 1950s. During the initial days, the office used to operate
from Victoria House, Chowringhee Square. On 1st September, 1955, Calcutta
Branch shifted to the present Office set up at 4 India Exchange Place, Dalhousie.
Over the years, Calcutta Branch of OIL has been playing a key role in providing
critical support services in procurement of materials, logistics management,
investment of funds etc and thereby meaningfully contributing to the overall
interest of the organisation.
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: SCOPE
SECTION NO ISSUE NO 01 REVISION NO 00
1 ISSUE DATE 01/06/2012 REVISION DATE
The activities within Calcutta Branch can be categorised into the following three (3)
primary functional areas, viz.
A. Purchase:
The Purchase Section plays the important role of procuring materials from
indigenous sources against requirements from other Spheres of OIL to ensure
a steady flow of materials for uninterrupted Field operations. The objective of
this Cell is “To procure right quality of materials in right quantity at the right
price from the right source at the right time”.
B. Shipping:
The Shipping Section is responsible for obtaining clearances for all sea and air
shipments that arrive at Calcutta and then subsequent despatch by road/ rail
network to the Sphere of destination. This is a critical activity that ensures
timely arrival of critical equipment at Field Installations.
C. Inspection:
The Inspection Cell of Calcutta Branch Office is primarily responsible for pre-
despatch technical inspection of mostly stock items and some direct-charge
items at the supplier’s works or godown. Thus, Inspection Cell helps to reduce
rejections at the user end, thereby ensuring lower equipment down-time and
smoother operations in the Fields to achieve organizational targets. The
Inspection Cell is also responsible for carrying out technical scrutiny of offers
as & when such request is received from Purchase Section.
Besides the above primary functional areas, Calcutta Branch also has a few
other important support functions that complement the primary functions
outlined above. These are:
D. Finance & Accounts:
i. The primary functionality of Finance & Accounts Section is to
complement the Purchase & Logistics functions mentioned above.
It is entrusted with the responsibility of processing of bill payment,
cash flow & fund flow management, formulation
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: SCOPE
SECTION NO ISSUE NO 01 REVISION NO 00
1 ISSUE DATE 01/06/2012 REVISION DATE
of budgets and applications for the branch, disbursement of wages
& salaries, organizing customs payment, import related payment
for clearance of goods etc. Additionally, this Section handles
investment of Superannuation Funds.
E. Administration:
This Section is responsible for: i. Managing the area of Employee Relations functions within
Calcutta Branch;
ii. Ensuring proper training to the employees;
iii. Maintaining HR records like personal data, leave, training
records etc
iv. Liaisoning with Govt./PSU authorities;
v. Medical services to existing/retired employees;
vi. Handling transit movements & accommodation at Calcutta;
vii. Maintenance of Company Flats/Properties/Guest Houses;
F. IT:
The role of IT Section at Calcutta Branch is to plan, procure, deploy and
maintain the IT infrastructure at the Main Office, Shipping Office and
Shipping Godown for a smooth operation of all the business functions
dependent on usage of IT.
G. Hindi:
The role of Hindi Section is to promote the use of Hindi language for
official purposes.
H. Vigilance:
The role of Vigilance Department is to promote ethics & probity in
building up a sound framework of preventive vigilance, thereby assisting
OIL to achieve a clean image & overall excellence.
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: SCOPE
SECTION NO ISSUE NO 01 REVISION NO 00
1 ISSUE DATE 01/06/2012 REVISION DATE
1.2 MANUAL DISTRIBUTION:-
The distribution, control and revision of this Quality Manual shall be the
responsibility of Management Representative. The copy of Quality Manual
is distributed to the following only:
COPY HOLDER COPY NO. MEDIA
Head Calcutta Branch Office 01 Hard
Management Representative 02/ Master Copy Hard
HOD Administration 03 Hard
HOD Shipping 04 Hard
HOD Finance & Accounts 05 Hard
HOD Inspection 06 Hard
HOD Purchase 07 Hard
HOD Information Technology 08 Hard
Certification Body 09 Hard
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: AMENDMENT OF THE MANUAL
SECTION NO ISSUE NO 01 REVISION NO 00
1 ISSUE DATE 01/06/2012 REVISION DATE
1.3 AMENDMENT OF THE MANUAL
All amendments to this manual must be authorised by the Head
Calcutta Branch. Change shall not be implemented in the organisation
until amendments have been formally issued.
The Management Representative is responsible for issuing, distribution
and updating the manual. The Management Representative alone is
responsible for the administration and the incorporation of all
amendments.
Each controlled copyholder of the quality manual is responsible for
maintaining and keeping his/her copy up to date when revisions are
issued.
Each amendment shall be effected by insertion of the only revised page
or pages for each controlled copy in existence.
The revision No. of each amended page shall be incremented and
dated. Details of all changes shall be recorded on the Amendment
Record Sheet.
1.3.1 The amendment shall be recorded in the Amendment Record Sheet of
each controlled copy as per Annexure “A”
Reference: ANNEXURE ‘A’
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: NORMATIVE REFERENCE
SECTION NO ISSUE NO 01 REVISION NO 00
2 ISSUE DATE 01/06/2012 REVISION DATE
2. NORMATIVE REFERENCE
2.1 IS/ISO 9001: 2008 Management Requirement (Third revision)
Quality systems.
2.2 IS/ISO 9000: 2005 Quality Management system –
Fundamental and vocabulary
2.3 Annexure “A” Amendment Record Sheet
Annexure “B” List of procedures with reference to
IS/ISO 9001: 2008 clauses and QM.
Annexure “C” Abbreviations
Annexure “D” Organisation chart.
Annexure “E” Interaction of the Process
Annexure “F” Macro Process Map
Annexure “E” Process Inter Relationship
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: AMENDMENT RECORD SHEET
SECTION NO ISSUE NO 01 REVISION NO 00
2 ISSUE DATE 01/06/2012 REVISION DATE
ANNEXURE “A”
AMENDMENT RECORD SHEET:-
Amendment
No. Section
Issue No
& Dt.
Old Rev
No. & Dt.
New Rev
No. & Dt.
Brief
Description
Amended
by MR
Approved
By Unit Head
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: LIST OF PROCEDURES WITH REFERENCE TO IS/ISO 9001 CLAUSE & QM
SECTION NO ISSUE NO 01 REVISION NO 00
2 ISSUE DATE 01/06/2012 REVISION DATE
ANNEXURE “B”
Slno Procedure
No TITLE
IS/ISO 9001
Clause/QM para Section
1. SOP MR 01 Procedure for control of documents 4.2.3
2. SOP MR 02 Procedure for control of quality records 4.2.4
3. SOP MR 03 Procedure for internal quality audit and management
review 5.6 & 8.2.2
4. SOP MR 04 Procedure for corrective action & preventive action 8.5.2 & 8.5.3
5. SOP MR 05 Procedure for control of non-conforming product 8.3
6. SOP MR 06 Procedure for disposal of customer complaint 8.4
7. SOP PUR
01
Procedure is to procure right materials at right time at
right price.
7.2, 7.4 &
7.5.1
8. SOP Sh 01 Procedure to make available the imported goods in time
for field operations 7.5.1
9. SOP Sh 02 Procedure is to timely make payment to suppliers for
the imported goods for field operations 7.5.1
10. SOP Sh 03 Procedure to make timely payment to suppliers for the
imported goods for field operations 7.5.1
11. SOP Sh 04 Procedure to timely make payment to suppliers for the
imported goods for field operations 7.5.1
12. SOP Sh 05 Procedure to timely confirmation of freight forwarder
upon readiness of material for effecting sea shipments 7.5.1
13. SOP Sh 06 Procedure for timely clearance of imported cargoes
arrived by air against OIL’s purchase orders/contracts 7.5.1
14. SOP Sh 07 Procedure for timely clearance of imported cargoes
arrived by sea against OIL’s purchase orders/contracts 7.5.1
15. SOP Sh 08 Procedure to despatch imported materials from
Brooklyn transit godown to respective spheres of OIL 7.5.1
16. SOP Sh 09
Procedure to make timely re-export of
damaged/rejected/wrong supply materials and & re-
import of materials re-exported for refurbishment
7.5.1
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: LIST OF PROCEDURES WITH REFERENCE TO IS/ISO 9001 CLAUSE & QM
SECTION NO ISSUE NO 01 REVISION NO 00
2 ISSUE DATE 01/06/2012 REVISION DATE
Slno Procedure
No TITLE
IS/ISO 9001
Clause/QM
para Section
17. SOP Sh 10 Procedure is to process Indian Agency Commission
bills against global orders of OIL 7.5.1
18.. SOP A/cs 02 Procedure to process bills received from Sundry
Creditors (Stores) 7.5.1
19. SOP A/cs 04 Procedure to process Inland Transport Freight Bills
and Surveyor’s Bills on Imported Materials 7.5.1
20. SOP A/cs 05 Procedure to process bills received from Sundry
Creditors (Stores) through Bank 7.5.1
21. SOP A/cs 07 Procedure to process Freight/Other Charges relating
to Foreign Purchase Orders 7.5.1
22. SOP A/cs 08 Procedure to process LC Opening Applications against
Foreign Purchase Orders with SBI, Kolkata 7.5.1
23. SOP A/cs 09 Procedure to process AMC’s, transport bills, hotel bills
and Misc. bills received from Sundry Creditors 7.5.1
24. SOP A/cs 11 Procedure to process all payment bills of Kolkata
Office 7.5.1
25. SOP INSP 01 Procedure to carry out pre-despatch inspection of
materials procured from in and around Calcutta 7.4.3
26. SOP ADM 08 Procedure for processing In-country/In-house
Training for unionised employees 6.2.2
27. SOP IT 01 Procedure for timely maintenance of IT resources 6.3
28. SOP IT 02
Procedure for administration/ maintenance of
network infrastructure and network downtime
recording
6.3
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: ABBREVIATION
SECTION NO ISSUE NO 01 REVISION NO 00
2 ISSUE DATE 01/06/2012 REVISION DATE
ANNEXURE “C”
Unit Head : Head Calcutta Branch
HOD : Head of the Department
HOS : Head of Section
MR : Management Representative
O/C, OC : Officer-in-Charge
SO : Section Officer
SA : Sectional Assistant
SOP : Standard Operating Procedure
QSF : Quality System Format
CB : Calcutta Branch
Designation Generic Designation
HOD Administrative Section HOD Admin
HOD Purchase HOD Purchase
HOD Finance & Accounts HOD A/cs
HOD Shipping HOD Shipping
HOD Inspection HOD Inspection
HOD Information Technology HOD IT
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: ORGANISATION CHART
SECTION NO ISSUE NO
2 ISSUE DATE
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QUALITY MANUAL
ORGANISATION CHART
ISSUE NO 01 REVISION NO
ISSUE DATE 01/06/2012 REVISION DATE
ANNEXURE
INDIA LIMITED
Calcutta BranchCalcutta BranchCalcutta BranchCalcutta Branch
Page 15 of 53
00
REVISION DATE
ANNEXURE “D”
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: INTERACTION OF THE PROCESS
SECTION NO ISSUE NO 01 REVISION NO 00
2 ISSUE DATE 01/06/2012 REVISION DATE
ANNEXURE: “E”
INTERACTION OF THE PROCESS:
List of Processes
Function Process
1. Management Management Review Meeting (MRM)
2. Service Realisation Purchase, Shipping, Inspection supported by Finance &
Accounts, Administration, Information Technology
3. Measurement Internal Audit (IA), Scrutiny & Verification (SV)
Process Interaction Matrix
Processes MRM PUR A/cs SH INSP ADM IT IA
Management Review
Meeting (MRM)
* * * * * * *
Purchase (PUR) *
* * * * *
Finance & Accounts
(A/cs) * * * * * *
Shipping (SH) * * * * *
Inspection (INSP) * * * * *
Administration
(Adm) * * * * * * *
Information
Technology (IT) * * * * * * *
Internal Audit (IA) * * * * * * *
Positive Interaction
*
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: MACRO PROCESS MAP
SECTION NO ISSUE NO 01 REVISION NO 00
2 ISSUE DATE 01/06/2012 REVISION DATE
ANNEXURE “F”
MACRO PROCESS MAP:
Cu
sto
me
rs,
Sta
tuto
ry, R
eg
ula
tory
&
org
an
isa
tio
n r
eq
uir
em
en
t
Management Review
Meeting
Resource
Management
Internal Audit
Scrutiny &
Verification
Purchase, Shipping,
Inspection and support
services provided by
Finance & Accounts,
Administration & IT
Cu
sto
me
r’s
sa
tisf
ac
tio
n
Service
Continual
Improvement
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: PROCESS INTER RELATIONSHIP
SECTION NO ISSUE NO 01 REVISION NO 00
2 ISSUE DATE 01/06/2012 REVISION DATE
ANNEXURE “G”
PROCESS INTER RELATIONSHIP
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: TERMS AND DEFINATIONS
SECTION NO ISSUE NO 01 REVISION NO 00
3 ISSUE DATE 01/06/2012 REVISION DATE
3. TERMS AND DEFINITIONS
i. For the purpose of this Manual the definitions given in
IS/ISO 9000: 2008 shall apply.
ii. QUALITY MANUAL: A document specifying the Quality
Management system of an Organisation.
Note: A Quality Manual would normally contain no proprietary
information and may be used for customers and third-party
assessors.
Procedure Manual: Description of the activities of the individual
sections needed to implement the Quality System elements.
In the Quality Manual & Procedure Manual, the following terms
have been used synonymously:
1. Customer & beneficiary,
2. Records & quality records,
3. Product & services,
4. Head of Department (HOD)/Head of Section
(HOS) are used synonymously for Departmental
Head,
5. Organisation & Calcutta Branch Office,
6. The docket number & issue number mentioned
in the procedure manual have been used
synonymously.
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: QUALITY MANAGEMENT SYSTEM
SECTION NO ISSUE NO 01 REVISION NO 00
4 ISSUE DATE 01/06/2012 REVISION DATE
4. QUALITY MANAGEMENT SYSTEM
4.1 GENERAL REQUIREMENT: -
The Organisation has established documented, implemented and
maintained Quality Management system and their application
throughout the organisation. It has also established a system to
continually improve its effectiveness in accordance with the
requirement of this standard.
The determination of the process, their sequence and interaction
those needed the Quality Management System are detailed in the
Annexure E & G. of this manual. Individual processes for respective
services are determined and documented in procedure manual as
detailed Annexure B.
Processes needed for Quality Management System also include
process for Management activities, provision of resources and
information necessary to support the operation and monitoring,
measuring where applicable and analysis of these processes (Refer
Analysis of Data Sec.8.4) including the processes for continual
improvement of these. For the out-sourced processes that affect
product conformity with requirements, necessary control systems
are established. The type and extent of control to be applied to
such out-sourced processes are identified in their respective
purchase documents (Ref. Sec.7.4).
The organisation has also determined the criteria and method to
ensure that operation and control of these determined processes
are effective. The same is detailed in the list of procedures (Ref:
Annexure “B”) based on the analysis of data, for measuring the
objective at various sections (Ref: 5.4.1.1). Organisation shall take
suitable action for achieving planned results and for continual
improvement of the processes.
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: QUALITY MANAGEMENT SYSTEM
SECTION NO ISSUE NO 01 REVISION NO 00
4 ISSUE DATE 01/06/2012 REVISION DATE
4.2 DOCUMENTATION REQUIREMENTS:
4.2.1 GENERAL
The Quality Management system documentation shall include:
a) Quality Manual including Quality Policy and Quality Objectives,
Documented Procedures required by IS/ISO 9001: 2008 Standard
and also the procedures/documents needed by the Organisation to
ensure the effective planning Operation and Control of processes.
b) Documents including records required by IS/ISO 9001: 2008
standard and those documents determined by the organisation to
ensure effective planning, operation and control of these processes
duly referred to in the generating procedure. In addition to this,
necessary interaction of processes is shown in Annexure “E”.
4.2.2 QUALITY MANUAL
Quality Manual i.e. the Manual in hand includes
a) The scope of the Quality Management System, including details
of the justification for any exclusion as given in Sec. 1.
b) The reference to the documented procedures (Ref. Annexure B)
c) Description of the interaction between the processes of Quality
Management System. The interaction between the processes
are referred while addressing the various requirements of
IS/ISO 9001:2008 Standard. (Ref. Annexure E & F).
d) The list of processes determined in different process centres as
mentioned in Sec 4.1 of this manual. Further Annexure “B”
gives the list of procedures for complying the processes.
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: QUALITY MANAGEMENT SYSTEM
SECTION NO ISSUE NO 01 REVISION NO 00
4 ISSUE DATE 01/06/2012 REVISION DATE
4.2.3 CONTROL OF DOCUMENTS:
4.2.3.1 DOCUMENT AND DATA APPROVAL AND ISSUE
Head CB, OIL shall be the approving authority for the
documents related to Quality System, as per reference
procedure No SOP MR01.
4.2.3.2 The preparing, reviewing, updating, approving/re-
approving and issuing authority of specific
documents/records are detailed in the Authority Matrix
given in the reference procedure No SOP MR01.
4.2.3.3 The procedure shall ensure that only the latest
version/editions of the relevant printed standards are
available with the HOD for reference by the concerned user
department and obsolete standards shall be removed from
the point of use.
4.2.3.4 The controls by all the Authorities as explained in the
Authority Matrix (SOP MR 01) shall ensure the following: -
i. Approve documents for adequacy prior to issue.
ii. Review and update as necessary and re-approve
documents.
iii. Changes and the current revision status of documents
are identified.
iv. The availability of legible, readily identifiable and
pertinent issues at points of use for effective
functioning of quality system.
v. The documents of external origin determined by the
organisation to be necessary for the planning and
operation of the quality management system shall be
identified and their distribution shall be controlled.
vi. Prompt removal of obsolete documents from all points
of issue & use and identification of obsolete
documents retained for any purpose.
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: QUALITY MANAGEMENT SYSTEM
SECTION NO ISSUE NO 01 REVISION NO 00
4 ISSUE DATE 01/06/2012 REVISION DATE
A Master list of Documents as mentioned in procedure No
SOP MR01 shall be maintained classifying each kind of
document separately to ensure that the non-applicable
documents of all sorts are prevented from being used.
4.2.3.5 DOCUMENT AND DATA CHANGES
Any Quality System Documents may be required to be
changed. The preparing authority shall be responsible for
initiating any change. The Reviewing and Approving
Authority shall however remain the same as per authority
matrix detailed in reference procedure No QSF MR01. All
the changes including current revision status shall be
identified in respective documents. All documents shall be
supported with amendments/ Govt. orders recommended
by the respective authorities.
4.2.4 CONTROL OF RECORDS:
4.2.4.1 For effective implementation and follow up of quality
management system, the required quality records shall be
identified, remain legible, indexed, filed and maintained.
4.2.4.2 All quality records shall be effectively used to achieve
desired quality, effective operation and decision-making.
4.2.4.3 All records shall be stored properly in the safe custody of
the respective section and to facilitate ready retrieval. The
retention period of the records shall be specified for
disposal (QSF MR 05).
4.2.4.4 All records shall be made available to customer to meet the
contractual obligation, if any.
4.2.4.5 Procedure for controlling of Quality Records shall be
followed as per procedure No. SOP MR02. This control takes
care of the identification, storage, protection, retrieval,
retention time & disposition of records.
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4.2.4.6 In the various QMS Document, Records and Quality Records
have been used synonymously.
DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: MANAGEMENT RESPONSIBILITY
SECTION NO ISSUE NO 01 REVISION NO 00
5 ISSUE DATE 01/06/2012 REVISION DATE
5. MANAGEMENT RESPONSIBILITY
PURPOSE
The purpose for which Calcutta Branch of Oil India Limited is
created is to provide quality, reliable & timely support services to
User Departments of Oil India Limited at Operational Areas for
uninterrupted Field Operations. Head - Calcutta Branch Office is
responsible for planning & executing necessary steps to ensure the
same. He is also responsible for ensuring improvement in the
quality of the services provided on a continual basis.
5.1 MANAGEMENT COMMITMENT:
Evidence of Management commitment to the development and
implementation of the Quality Management system are established
by:
i) Establishing the Quality Policy appropriate to the
organisation and Quality Objectives according to the
requirement of continually improving the system.
ii) Communication within the Organisation. The importance of
meeting customer requirements shall be communicated
within the organisation through its Quality Policy as well as
statutory and regulatory requirements and through office
orders, meetings, and circulars.
iii) Conducting management reviews at regular intervals
(Ref. para 5.6)
iv) Ensuring the availability of resources (Ref. Para 6.0)
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: MANAGEMENT RESPONSIBILITY
SECTION NO ISSUE NO 01 REVISION NO 00
5 ISSUE DATE 01/06/2012 REVISION DATE
5.2 CUSTOMER FOCUS:
Determination & fulfilment of customer/ beneficiary requirement
is ensured through well defined mechanisms as explained in
Clause 7.2.1 of this Manual. Also, to enhancing customer/
beneficiary satisfaction, feedback from customer/ beneficiary
shall be obtained through feedback format (QSF MR 14). Any
suggestion by Customer with a potential impact on improvement
of Quality System Management of Calcutta Branch shall be
discussed in Management Review Meeting & suitably acted upon.
Customer Complaints, if & when there is any, will be reviewed
quickly & responded to. Any corrective/ preventive measure
identified for adoption after review of Suggestion & Complaint
shall be implemented suitably.
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: MANAGEMENT RESPONSIBILITY
SECTION NO ISSUE NO 01 REVISION NO 00
5 ISSUE DATE 01/06/2012 REVISION DATE
5.3 QUALITY POLICY
Quality Policy
“We, at the Calcutta Branch Office of Oil India Limited, are committed to provide
reliable, timely and quality support services to our core business
of Oil and Gas Exploration.
We are also committed to delight our customers and other stakeholders through
continual improvement while complying with statutory and regulatory
requirements.”
Date: 12.3.12 Head Calcutta Branch Office
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: MANAGEMENT RESPONSIBILITY
SECTION NO ISSUE NO 01 REVISION NO 00
5 ISSUE DATE 01/06/2012 REVISION DATE
5.3.1 IMPLEMENTATION OF POLICY
The organisation has established a Quality policy appropriate to
the purpose of the organisation. For understanding of the policy,
the policy statement shall be displayed at appropriate places in the
office building. The Quality policy shall provide the framework for
establishing and reviewing Quality objectives. All the HOD of the
Sections shall ensure that the essence of the policy statement is
communicated and understood by all the employees working
under them by discussing with them the Quality Policy from time
to time. Quality Policy shall also be reviewed periodically for
continuing suitability.
The Management Representative shall ensure that the system is
implemented. For the effective implementation of the policy, the
Quality Management Procedures defined in this Manual and its
supporting documentation is mandatory for all employees. All
employees shall be aware of the Quality Management
requirements. Each employee is responsible for performing
his/her own work in such a way so that it satisfies the existing
quality requirements. For ensuring its continuing suitability the
policy shall be reviewed periodically in the Management Review
Meeting (Ref. Para 5.6).
The management shall ensure continual improvement of
effectiveness of the Quality Management System through its efforts
as mentioned in para 8.5.1.
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: MANAGEMENT RESPONSIBILITY
SECTION NO ISSUE NO 01 REVISION NO 00
5 ISSUE DATE 01/06/2012 REVISION DATE
5.4 PLANNING:
5.4.1 QUALITY OBJECTIVES:
The following measurable Quality objectives, which are consistent
with the Quality policy, have been arrived at in view of the product
requirement at relevant functions and levels within the
organisation.
The Quality objectives shall be measured by fixing targets for
appropriate functions on priority basis.
1. To provide timely and quality services to our customers.
2. To continually monitor feedback from customers so as to
deliver the services in an efficient and effective manner.
3. To develop competency of employees through training.
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: MANAGEMENT RESPONSIBILITY
SECTION NO ISSUE NO 01 REVISION NO 00
5 ISSUE DATE 01/06/2012 REVISION DATE
5.4.1.1OBJECTIVES AT VARIOUS PROCESS CENTRES:-
The following objectives and their measurement index have been
identified at various process centres (Sections/Offices), which are
applicable to the concerned Departments/Sections/Offices.
Data acquisition and maintenance: Respective Sections
Data analysis, preparation of summary and submitting to respective in-
charge: Respective Section
Decision for taking improvement action: Management Review Meeting
and Action Report to Management Review Meeting: Respective HOS.
Slno Section Objectives Measurement Index
1 Purchase To finalise all procurement
within the internal lead time
%age of cases
completed within the
internal lead time.
To ensure responsive and
competitive vendor base
%age of cases achieved
against internal target.
2 Shipping To ensure shipment of foreign
purchase materials in time
%age achieved
Timely clearance of imported
goods complying with
statutory norms
Demurrage/MT
Timely dispatch of cleared
cargo to various Spheres of
OIL
%age achieved
3 Inspection To carry out timely inspection
of materials against inspection
calls received
%age of inspection
done
To minimize rejection of
inspected materials at the user
end.
Minimum 98%
acceptance
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: MANAGEMENT RESPONSIBILITY
SECTION NO ISSUE NO 01 REVISION NO 00
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Slno Section Objectives Measurement Index
4 Finance &
Accounts
Timely processing of
suppliers bills
%age of bills processed
within payment terms
of Orders/ Contracts
5 Administration To enhance competency of
unionised employees through
exposure to in-house/ in-
country training
%age exposure
6 IT Ensure minimum downtime
for computer hardware
resources available with
various users
%age uptime
Ensure minimum downtime
for LAN
%age uptime
Ensure deployment of
Antivirus Software at all
desktops
100% deployment
7 MR To maintain Internal Audit
schedule and Management
Review
No of Internal Audit
and Management
Review carried out
within schedule.
To ensure Organizational/
Sectional Quality Objectives/
Targets
No of Targets achieved
To ensure timely
implementation of corrective
action and preventive action
No of corrective and
preventive action
implemented within
time
To ensure closure of NCRs
within time.
100%
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: MANAGEMENT RESPONSIBILITY
SECTION NO ISSUE NO 01 REVISION NO 00
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5.4.2 QUALITY MANAGEMENT SYSTEM PLANNING
a) The planning of the Quality Management system shall be carried
out in order to meet the requirements of given in the 4.1 of ISO
9001:2008 as well as the quality objectives.
The input of the planning for the Quality Management System is
the Quality Policy, Quality Objectives, interaction of processes,
procedures (Ref. Para 4.2.2) and Annexure B (List of procedures
reference to IS/ISO 9001:2008).
b) The integrity of the Quality Management System shall be
maintained through the document control procedure 4.2.3 and
4.2.4 of IS/ISO 9001:2008 clause whenever changes are to be
incorporated in QMS.
5.5 RESPONSIBILITY, AUTHORITY AND COMMUNICATION:
ORGANISATION:
Reference: - ANNEXURE “D”
The details giving the reporting relationship between personnel,
who manage, perform and verify (including audit) work as
required by the quality system, are given in Annexure ‘D’.
The responsibility and authority of Sectional Heads & their
Subordinates have been identified & communicated to make
everyone understand the responsibility expected out of him/ her
by Calcutta Branch.
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: MANAGEMENT RESPONSIBILITY
SECTION NO ISSUE NO 01 REVISION NO 00
5 ISSUE DATE 01/06/2012 REVISION DATE
5.5.1 Responsibility & Authority:
As mentioned in office note no 08 dated 14.5.2012
However, for the purpose of Quality Management System, Head
Calcutta Branch Office shall also have following responsibilities
and functions
i. Formulation and review of quality policy and quality objectives
and set quality targets.
ii. Ultimate responsibility for enhancing customer’s satisfaction
and meeting delivery schedule of the services.
iii. Ultimate responsibility for providing necessary resources to
meet the targets qualitatively, quantitatively and in time.
iv. Ultimate responsibility for the implementation and
maintenance of quality assurance system.
v. Ultimate responsibility for up gradation of skill of employees
vi. Ultimate responsibility for achieving quality objective and
targets.
vii. Acts as Chairman of Steering Committee for management
review meeting
viii. Continual improvement of the system
In addition to responsibilities and authority specified in the above
mentioned office orders, concerned HODs shall be responsible for
implementing Qualify Management System in their respective sections.
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: MANAGEMENT RESPONSIBILITY
SECTION NO ISSUE NO 01 REVISION NO 00
5 ISSUE DATE 01/06/2012 REVISION DATE
5.5.2 MANAGEMENT REPRESENTATIVE
Head CB shall appoint through office order a ‘MANAGEMENT
REPRESENTATIVE’ from the Organisation’s Management with executive
responsibility who, irrespective of other responsibilities shall exercise the
following:
i. He will ensure that the processes needed for Quality Management System
are established, implemented and maintained in accordance with the
International Standard IS/ISO 9001:2008.
ii. He will report to Head CB regarding performance of the Quality System as
a basis for improvement of Quality System. The responsibility of MR also
includes liaison with the External organisations on matters relating to
Quality Management System of Calcutta Branch Office, OIL.
iii. He will verify the implementation of solutions.
iv. He will also ensure that deficiency or unsatisfactory condition has been
corrected.
v. He shall organize Internal Audits at proper intervals.
vi. He shall also monitor the effectiveness of the corrective actions against
Non Conformity Reports (NCRs) through Internal Audit.
vii. He shall also study the adequacy of Quality Management System and
suggest improvements to Head CB.
viii. He shall be the Co-ordinating Officer for Management Review Meeting.
Management Review Meeting shall be conducted at least once in six
months and record of all such Review Meetings shall be maintained by
MR.
ix. He shall arrange to communicate to the concerned officers for initiating
corrective/ preventive action to improve the quality of the services as and
when decided in the management review meeting.
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DOCUMENT NAME: QUALITY MANUAL
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SECTION NO ISSUE NO 01 REVISION NO 00
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x. He shall also present the findings of Internal Audit in the Management
Review Meeting with the help of Audit Analysis Chart.
xi. He will ensure that non-conformities in Quality Management System
identified during Internal Audit are eliminated.
xii. He shall also monitor corrective action to ensure sustainability of
achieved objective measurement index.
xiii. He will also initiate, recommend and provide solutions through proper
Channel for nonconformities in Quality Management System.
xiv. He will ensure the promotion of awareness of customer requirements
throughout the organization by communicating the Quality policy as per
section 5.3.1, Quality Objectives, interaction with the employees and
through conduct of scheduled internal audit and certification audit by
certification body.
5.5.3 INTERNAL COMMUNICATION:
Effectiveness of the Quality Management System is measured by the
achievement of the target, which are set time to time and the same is
communicated by written letter through filing system format and for
mass communication through Notice Board in different sections and
through telephone & verbal communication and through internal meeting,
office order.
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: MANAGEMENT RESPONSIBILITY
SECTION NO ISSUE NO 01 REVISION NO 00
5 ISSUE DATE 01/06/2012 REVISION DATE
5.6 MANAGEMENT REVIEW:
5.6.1 GENERAL:
Organisation’s Top Management with executive responsibilities
shall review the Quality Management System at least once in six
months to ensure its continuing suitability, adequacy effectiveness
and assessing opportunities for improvement and the need for
changes in satisfying the requirements of this international
standard and organization stated Quality Policy and Quality
objectives.
In order to comply with these requirements, Management Review
Meeting shall be organized under the chairmanship of Head CB.
HODs and Invitees, if required by Head CB with executive
responsibilities in their respective areas shall be present in the
Management Review Meeting. Management Representative shall
be responsible to organize the meeting. Interval of Management
Review Meeting and Agenda for discussion shall be followed as per
laid down procedure No. SOP MR03. Records of Management
Review shall be maintained.
5.6.2 REVIEW INPUT:
The input to Management Review shall include information on
a) Results of audits.
b) Customer feedback.
c) Process performance and product conformity (Ref para
8.4 & 8.5)
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DOCUMENT NAME: QUALITY MANUAL
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SECTION NO ISSUE NO 01 REVISION NO 00
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d) Status of preventive and corrective actions.
e) Follow up actions from previous management reviews.
f) Changes that could affect the Quality Management
System
g) Recommendations for improvement (Ref. Para 8.5)
5.6.3 REVIEW OUTPUT:
The output to Management Review shall include any
decisions and actions related to:
a) Improvement of the effectiveness of the Quality
Management system and its process.
b) Improvement of product/services related to customer
requirement.
c) Resource needs.
d) Item a & b also include new related targets.
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: RESOURCE MANAGEMENT
SECTION NO ISSUE NO 01 REVISION NO 00
6 ISSUE DATE 01/06/2012 REVISION DATE
6. RESOURCE MANAGEMENT
6.1 PROVISION OF RESOURCES:
Adequate resources have been provided to implement and
maintain the Quality Management System. Further resources
requirement to continually improve the system effectiveness
and to enhance customer satisfaction by meeting customer
requirements obtained through feedback report received
through customer/beneficiary suggestion form (QSF 12) and
other source development related information shall be
assessed by responsible authorities and the same shall be put
up in the Management Review meeting for discussion and
approval (Refer. Para 5.6). The Organisation’s Top
Management is committed to provide the same as far as
possible.
6.2 HUMAN RESOURCES:
6.2.1 System has been put in place to ensure the required level of
competence of work personnel to carry out respective jobs by
way of suitable exposure to training, on-the-job experience
etc.
6.2.2 COMPETENCE, AWARENESS AND TRAINING
Oil India Limited, Calcutta Branch has determined the
necessary competence for personnel performing work-
affecting conformity to product requirements and the
employee base has been suitably built up accordingly. OIL
has established policy framework for training and
development of its employees to enhance their skill and
competence towards better performance. HOS-
Administration is the nodal agency to co-ordinate & to
implement the training related requirement for all the staff
members of Oil India Limited, Calcutta Branch. HOS-
Administration is also responsible for maintaining
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DOCUMENT NAME: QUALITY MANUAL
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SECTION NO ISSUE NO 01 REVISION NO 00
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appropriate records of education, training skill and
experience. Effectiveness of training is evaluated to ensure
usefulness & relevance of the same.
For officers, the training is coordinated/ administered
throughout the organisation by T&D Department of Oil India
Limited.
6.3 INFRASTRUCTURE:
The organisation has determined, provided and maintained the
infrastructure needed to achieve conformity to product
requirements. Necessary infrastructure in terms of building,
workspace associated utility and support services (transport,
communication, information system etc.) to meet the Quality
requirement have been established and are in place. Head CB is
responsible for taking necessary action for maintaining, renovating
and replacement of assets as per Company’s laid down budgetary
procedures.
The above infrastructure is maintained to ensure that the same
continues to meet the requirement.
6.4 WORK ENVIRONMENT:
The organisation determined the needs for suitable work
environment for achieving conformity to service requirement and
manages the same. General cleanliness at the office is maintained.
Necessary lighting, adequate ventilation and drinking water
facilities are provided at required places.
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: RESOURCE MANAGEMENT
SECTION NO ISSUE NO 01 REVISION NO 00
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7 PRODUCT REALIZATION
7.1 PLANNING OF PRODUCT REALIZATION:
Calcutta Branch Office of Oil India Limited shall plan and adopt the
guidelines needed for implementing Oil India Limited’s
programme and policies to ensure effective implementation of
various functions as referred in List of procedures (Annexure B).
Planning of product realisation shall be consistent with the
requirements of other processes of the quality management
system. Product (Service) realization applies to those processes
which impact directly on the Calcutta Branch’s provision of
services under scope. The following processes have been identified
as being relevant to supporting product realization:
1. Purchase (PUR)
2. Shipping (SH)
3. Inspection (INSP)
4. Other support services provided by Finance & Accounts
(A/cs), Administration (Adm) & Information
Technology (IT)
The quality objectives shall be determined keeping in view the
requirements for the services and the same shall be reviewed
through the implementations of various system procedures. Those
responsible for overseeing the administration of the process shall
ensure that objectives are established and requirements identified.
The organisation shall establish appropriate process, documents
and provide resources specific to the service. Necessary
verification, monitoring, inspection and test activities specific to
the services and criteria for acceptance shall be determined.
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: PRODUCT REALIZATION
SECTION NO ISSUE NO 01 REVISION NO 00
7 ISSUE DATE 01/06/2012 REVISION DATE
Records of the status of the delivery plan and the status of
individual customer service progress are kept. During processing,
one can access these records and the delivery plan. Section 7.5,
Production and Service Provision, of this manual provides further
details with regards to the delivery of services.
The procedures (List of procedures Annexure B) along with the
quality objectives and sectional objectives shall be treated as
quality plan.
The identification of records needed to provide evidence that the
realization process and resulting service shall be maintained to
meet the requirements.
Output of the planning is available in a form suitable for the
organisation.
7.2 CUSTOMER RELATED PROCESS
7.2.1 DETERMINATION OF REQUIREMENT RELATED TO THE
PRODUCT:
The “product” of Calcutta Branch Office of Oil India Limited is the
service that it provides. Purchase requisition shall be considered
as contract document for determination & review of requirement
related to the product.
a) Individual sectional procedure addresses the contract review
required for determination of requirements related to the service
provided and its review. The procedure takes care of requirements
specified by the customer including the requirements for delivery.
b) Requirement not stated in 7.2.1 stated in (a) above, but necessary
for end use, is taken care of by the Review Process.
c) The organisation shall adhere to all statutory & regulatory
requirements related to the scope of activities.
d) The organisation shall determine any additional requirement if
needed.
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: PRODUCT REALIZATION
SECTION NO ISSUE NO 01 REVISION NO 00
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7.2.2 REVIEW OF REQUIREMENTS RELATED TO THE PRODUCT:
The competent authorities of purchase section shall review the
requisition received from the requisitioning department prior to
organisation’s commitment to supply the product to the
beneficiary and ensure that
a) Adequate documents are provided & that product
requirements are defined;
b) Requirements differing from those in the customer order
are resolved well in time;
c) Calcutta Branch has got the capability and infrastructure to
meet the contractual requirements.
This review shall be recorded by assigning signature on the
purchase requisition form along with comments on actions if any.
Records of all contract reviews shall be maintained.
Where the customer provides no documented statement of
requirements of the services sought for, these shall be confirmed
before acceptance.
Where the requirements of service delivery are changed, (e.g.
change requested by customer in service requirement) it shall be
ensured that relevant documents are amended as per the
respective procedure of the section and that relevant personnel
are made aware of the changed requirements through the process
of Internal Communications.
7.2.3 CUSTOMER COMMUNICATION:
i. Calcutta Branch has incorporated mechanisms in the work
processes for effective communication with customers regarding
a) product information, enquiries, contracts or order handling,
including amendments.
ii. Customer Feedback Forms are periodically sent to Customers by
Calcutta Branch. Feedbacks received are considered in service
review and planning. Suggestions areas and areas of
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concern are taken for discussion in Management Review Meeting
based on merit. Complaints received from Customers are entered in
Complaint/suggestion register & suitable steps are taken to deal with
the same after proper review.
7.3 DESIGN AND DEVELOPMENT:
Calcutta Branch Office, Oil India Limited does not conceive, design and
develop any services of its own. Oil India Limited has designed the
service requirements. Hence the requirement under this clause has
been excluded from this Quality Management System.
7.4 PURCHASING:
7.4.1 PURCHASING PROCESS
Calcutta Branch Office shall ensure that purchased product/ services
conform to specified purchase requirements. The type and extent of
control applied on the supplier, and the purchased product / service
depends upon the effect of the purchased product / service on
subsequent product realisation of the service delivery. Fundamental
procurement policy of OIL entails procurement of right quality of
materials in right quality and at right price.
To achieve the above, OIL has in place a well-defined procurement
process as detailed in the Purchase Manual, 2012 covering the various
aspects of purchasing including tendering, criteria for selection of
vendors & their evaluation in conformance to statutory guidelines/
directives laid down by the Govt of India. Re-evaluation of vendors
including its criteria is mentioned in SOP PUR 01.
Records of the results of these evaluations and any necessary action
arising out from the evaluation shall be recorded.
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SECTION TITLE: PRODUCT REALIZATION
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7.4.2 PURCHASING INFORMATION
7.4.2.1 Purchasing documents are required to contain clear descriptions of
the product ordered. Such documents are reviewed and endorsed by
an authorized signatory prior to release to ensure that the supplier is
provided with adequate information and understand the
requirements correctly.
While reviewing following points shall be considered as appropriate:
a) Requirements for approval of product, procedures,
processes and equipment.
b) Requirements for qualification of personnel and
c) Quality Management System requirements.
All purchases are reviewed and approved by the competent authority
prior to their communication to the supplier. The supplier is
determined through an evaluation process as laid down in the
Purchase Manual 2012.
Contracts signed with suppliers who have been awarded a tender are
reviewed and approved. Only Approved Suppliers (Ref. Approved
Supplier List) are considered during any tendering process.
7.4.2.2 The purchasing documents shall be reviewed and forwarded to
competent authority.
7.4.3 VERIFICATION OF PURCHASED PRODUCT
7.4.3.1 The incoming products/raw materials directly affecting the quality of
the products/services shall be inspected by the concerned Inspection
authority as mentioned in purchase order for conformance to
specified requirements, before receiving at Stores where applicable.
Defective items are segregated and/or labelled to prevent their
inadvertent use.
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7.4.3.2 Where the organisation or its customer’s (if specified in the
contract) verification at supplier’s premises is proposed in case of
purchased product, the verification arrangement and the method
of product release shall be mentioned in the purchase order.
Inspection may be exercised by carrying out inspection at the
supplier premises by the respective inspection authority if
mentioned in the purchase order that gets the call letter from the
supplier directly for inspection coverage. After inspection, the
inspection certificate is issued by the concerned inspection
authority and sent to the concerned section.
7.5 PRODUCTION AND SERVICE PROVISION
7.5.1 CONTROL OF PRODUCTION AND SERVICE PROVISION:
7.5.1.1 Calcutta Branch Office carries out its obligation of providing
services under controlled conditions as defined in concerned
government orders/acts/rules.
The controlled conditions include
i. The availability of specific procedures, rules, Acts, circular
etc. pertaining to the service,
ii. The use of suitable regulatory requirements.
iii. The availability and use of monitoring and measuring
methods such as check lists.
iv. The implementation of monitoring and measurement
such as scrutiny & verification of services in terms of
eligibility and statutory requirements.
There are no work instructions in use.
Quality records are maintained as per procedure SOP MR 02.
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7.5.1.2 Proper instruments, materials, machine and equipments shall be
ensured in order to achieve implementation of product release,
delivery and post-delivery activities as outlined in the respective
SOPS.
7.5.1.3 Monitoring and measurement shall be done by the present
practice of checks & balances at the predetermined appropriate
stages. The record shall be reviewed by the concerned in-charge
time to time.
7.5.1.4 Calcutta Branch Office is functioning for Oil India. Hence, delivery
is obligatory function. Delivery and post delivery activities are
ensured.
7.5.2 VALIDATION OF PROCESS FOR PRODUCTION AND SERVICE
PROVISION:
As the subsequent monitoring & measurement can verify the
resulting output of all processes of provision of service, the
requirement under this clause has been excluded from the
requirement of quality management system of Calcutta Branch
Office.
7.5.3 IDENTIFICATION AND TRACEABILITY:
All components of service at Calcutta Branch Office are identified by
suitable means throughout the service realization process and
delivery.
The status with respect to monitoring is also identified by the
performance result in various scrutiny & verification.
It is possible to trace back any element of service and records to
enable this traceability through unique identification number to
each service provided by concerned sections.
The above are integrated in various process descriptions of the
Calcutta Branch Office.
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7.5.4 CUSTOMER PROPERTY:
7.5.4.1Calcutta Branch Office exercises care with customers’ property
while under its control and being used in the Calcutta Branch
Office.
7.5.4.2Calcutta Branch Office identifies, verifies, protects and safeguards
customer’s property for use or incorporation in the service
realisation process. If any customers’ property is lost, damaged or
otherwise found to be unsuitable for use, this shall be reported to
the customers and recorded.
7.5.4.3The customer property includes the original drawings/ imported
goods/ certificates/ documents of the customers given by them
with requisition for use, scrutiny & verification.
7.5.5 PRESERVATION OF PRODUCT:
The Calcutta Branch of Oil India Limited preserves all overseas
consignments received by air or by sea that need transit storage
before onward delivery to place of destination. For this purpose,
Calcutta Branch maintains a transit Godown at Taratala Road.
Identification of materials is done through Purchase Order No
marked on the body of the packaged materials. Care is taken to
handle, package (if required), store & protect the materials during
the transit stay at the Godown. Procedure SOP SH 08 details the
steps involved in the process.
7.6 CONTROL OF MONITORING AND MEASURING EQUIPMENTS:
As no specific devices are used for monitoring & measurement of
product, the requirement under this clause has been excluded
from the requirement of quality management system of Calcutta
Branch Office, Oil India Limited.
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DOCUMENT NAME: QUALITY MANUAL
SECTION TITLE: MEASUREMENT ANALYSIS & IMPROVEMENT
SECTION NO ISSUE NO 01 REVISION NO 01
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8. MEASUREMENT, ANALYSIS AND IMPROVEMENT
8.1 GENERAL:
Calcutta Branch of Oil India Limited has established &
implemented necessary methods/ procedures for monitoring,
measurement, analysis and improvement processes. These are:
a) Monitoring regarding conformity to Services/ Product
Requirements is done through work practices according to
approved Standard Operating Procedures (Ref: procedure
manual)
b) Conformity of the Quality Management System is ensured
through setting up of Quality Policy, Quality Objectives,
Section Level Objectives & striving to achieve the
Measurement Index fixed by Head-Calcutta Branch against
the Section Level Objectives.
c) To continually improve the effectiveness of the Quality
Management system, periodic Internal Audit by trained
internal auditors & Management Review Meetings are held.
8.2 MONITORING AND MEASUREMENT:
8.2.1 CUSTOMER SATISFACTION
As one of the measurements of the performance of the QMS,
Calcutta Branch Office shall monitor information relating to
Customer’s perception as to whether the Calcutta Branch has
fulfilled customer requirements.
The concerned sections are entrusted to carry out the customer
perception and satisfaction measurement and initiate necessary
action to ensure the same using designated Format QSF MR 14 on a
continuous basis.
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8.2.2 INTERNAL AUDIT:
8.2.2.1 Internal Audit shall be carried out at planned interval as stated in
procedure No SOP MR03 as per the defined responsibilities, scope,
methods, requirements for planning Audit criteria and conducting
the same as mentioned therein.
8.2.2.2 Audit shall be carried out by independent personnel with
experience and knowledge of the Quality System to ensure
objectivity and impartiality of the audit process. Auditors shall not
carry audit their own work. Audit plan including interval between
two successive audits, Sections involved etc. are detailed in the said
procedure. Planning of internal audit programme is carried out
according to status and importance of the processes and areas to
be audited as well as the results of the previous audits. It is the
responsibility of the concerned HODs of Sections wherever
applicable to ensure that such deficiencies are eliminated in time.
Follow up Audits to include verification of actions taken and
reporting of verification results shall be done as per the said
procedure.
8.2.2.3 Any non-conformities / observation noted in the course of
auditing shall be documented and reported to the In-charge
concerned. It is the responsibility of the concerned Head of
Department and Head of Section wherever applicable to ensure
that such NC & their causes / any necessary corrections and
corrective actions are eliminated / action taken in time. Follow up
Audit shall be done as per the said procedure.
8.2.2.4 Report relating the long-term / (root cause) actions taken to
remove Non-conformities shall be kept as per section 4.2.4 of this
manual.
8.2.3 MONITORING AND MEASUREMENT OF PROCESS:
Each department and section shall identify the key processes and
the respective key result areas. Each In charge of Section
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shall apply suitable methods of monitoring and where applicable
measurement of the QMS process of the key result areas. The
methods shall demonstrate ability of the processes to achieve
planned results. The result of measurement shall be recorded.
Where the key results are not achieved, appropriate correction and
corrective Action to ensure conformity of the product shall
be taken as appropriate. While selecting the key result areas, its
ability to ensure conformity of the products/services shall be
considered.
MR shall monitor the progress of the achievement of the targets
taken for continual improvement annually.
8.2.4 MONITORING AND MEASUREMENT OF PRODUCT
Calcutta Branch Office shall apply suitable methods for monitoring
and measuring the characteristics of the services to verify that
service requirements are fulfilled through scrutiny & verification.
These shall be carried out at appropriate stages of service
realisation processes and necessary records for release of services
for delivery to the customer/beneficiary shall be maintained as
detailed in respective SOP.
Evidence of conformity with acceptance criteria shall be maintained
and records shall indicate authorities recommending/approving
customer’s request at different stages.
The final handing over of the customer’s requirement shall not take
place until all the statutory & regulatory requirements and the
planned arrangements as in section 7.1 have been satisfactorily
completed, unless otherwise approved by competent authority, and
by the customer themselves.
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8.3 CONTROL OF NONCONFORMING PRODUCT:
Calcutta Branch Office shall ensure that products that do not
conform to product requirements are identified and controlled to
prevent its unintended usage and delivery.
The document procedure (SOP MR 05) of the respective sections
shall define the controls and related responsibilities and
authorities for dealing with non-conforming services.
Where applicable Calcutta Branch Office shall deal with the non-
conforming service in one or more of the following ways:
a) Take action to eliminate the detected non-conformity.
b) Authorise its use, release or acceptance under concession
by a relevant authority and where applicable, by the
customer
c) Taking actions to preclude its original intended use of
application
d) Records of the nature of non-conformities and any
subsequent actions taken, including concessions obtained
shall be maintained.
e) When non-conforming service is corrected, it shall be
subjected to re-verification to demonstrate conformity to
requirements.
f) Take actions appropriate to the effects, or potential effects,
of the non-conformity when non-conforming product is
detected after delivery or use has started.
When non-conforming service is corrected, it shall be subjected to
re-verification to demonstrate conformity to requirements.
Records of the nature of non-conformities and any subsequent
actions taken including concessions obtained shall be maintained.
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8.4 Analysis of Data
Calcutta Branch Office shall determine, collect and analyse
appropriate data to determine the suitability and effectiveness of
the QMS and to evaluate where continual improvements of QMS can
be made. This includes data generated as a result of monitoring and
measurement and from other relevant sources.
The analysis of data provides information relating to:
a) Customer satisfaction as per Section No. 8.2.1
b) Conformance to service requirements Section 8.2.4
c) Characteristics and trends of processes and services
including opportunities for preventive action, and
d) Supplier
The mode of analysis shall be decided by the respective authority.
Analysis shall be done in line with respective sectional objectives/
sections vis-à-vis measurement index.
8.5 IMPROVEMENT:
8.5.1 CONTINUAL IMPROVEMENT:
Continual Improvement of the effectiveness of Quality
Management Systems shall be done through the use of
organisations Quality Policy, Audit Results, Analysis of Data,
Corrective & Preventive actions and Management Review.
The review results should include the following:
• Achievement of the earlier Targets.
• Effectiveness of the corrective and preventive action
already taken up.
• Potential areas for continual improvement.
These outputs shall be discussed in the Management Review
Meeting for finalisation of the input Targets and other actions to be
taken up. (Refer Section 5.6 of Quality Manual).
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8.5.2 CORRECTIVE ACTION:
8.5.2.1 Corrective action against non-conformities shall be taken to
eliminate nonconformities including customer complaint in order
to prevent recurrence as per SOP MR 04. Corrective actions shall
be appropriate to the effects of the nonconformities encountered.
8.5.2.2 Reviewing nonconformities including customer complaint shall be
guided by procedure No MR 04 and recorded.
8.5.2.3 Corrective action on in house non–conforming products shall be
guided by procedure No. MR 04 and recorded.
8.5.2.4 Determining the causes of non-conformities, evaluating the need
for action to ensure that non-conformities do not recur.
Determining and implementing necessary action shall be done as
per procedure N0. SOP MR 04 and recorded.
8.5.2.5 Reviewing the effectiveness of the corrective action taken.
8.5.3 PREVENTIVE ACTION;
8.5.3.1 Appropriate sources of information such as process and work
operations which affect product quality, audit results, quality
records, service reports and customer complaints should be used
to detect/ analyse and eliminate potential causes of non-
conformities. Some of the above information will come from the
result of analysis of data (Ref.Para 8.4).
8.5.3.2 Preventive Action shall be taken as per procedure No SOP MR 04
to prevent their occurrence which shall include:
i. Determination of the potential nonconformities, their cause and
determination of the steps needed to deal with any problem,
requiring preventive action after evaluating the need for action to
prevent occurrence of nonconformities and recorded.
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ii. Evaluating need for action to prevent occurrence of
nonconformities.
iii. Determination and implementation of preventive action needed
and application of controls to ensure that it is effective and
recorded including the result of the action.
iv. Ensuring that relevant information on actions taken is submitted
for management review and recorded.
v. Reviewing the effectiveness of the preventive action taken.
Preventive actions taken shall be appropriate to the effects of the
potential problems and shall be reviewed in the management
review meeting.