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QUALITY MANUAL ISO 9001:2000

JALGAON ZILLA PARISHAD

Address: Baliram Peth, Zilla Parishad Bhavan, Jalgaon

Pin Code 425001, Maharashtra , India.

Tel No: 91-0257- 2229726

Fax No: 0257-2220352

Email: [email protected]

Copy No: 01

Copy Holder: MR

This manual and the information contained are the property of Jalgaon ZillaParishad, must not be

reproduced / used in whole or in part without prior written consent from CEO, JALGAON

ZILLA PARISHAD.

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QUALITY MANUAL JALGAON ZILLA

PARISHAD

Issue No. 01 Rev No: 00

Issue Date 14.05.2008 Rev Date: -

Issued By: MR SIGN:

Approved By: CEO SIGN:

INDEX

Title Description Page No. Revision

No.

Rev Date

Cover Page 01 00

Index 02 00

Geographical importance & background 03 00

List of Copy Holders 04 00

Organization Profile 05 00

List of Abbreviations 06 00

Scope 07 00

Exclusions & Justification 08 00

Quality Management System 09 00

Management Responsibility 41 00

Resource Management 45 00

Service / Service Realisation 47 00

Measurement, Analysis & Improvement 52 00

Process Flow Chart Annexure I 00

Organization Chart Annexure II 00

Quality Policy & Quality Objectives Annexure III 00

Documented Procedures Annexure IV 00

Amendment Sheet Annexure V 00

Control of Documents QP/01 00

Control of Records QP/02 00

Control of Non Confirming Services QP/03 00

Internal Quality Audit QP/04 00

Corrective & Preventive Actions QP/05 00

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Geographical importance & Background

A- Location : The location of Jalgaon district is shown in the map of Maharashtra.

It is situated in the northern side of the Maharashtra state with the district

headquarters in Jalgaon. It lies between 20º and 21º north latitude and 74º55’

and 76º28’ east longitude.

B- Boundaries : JALGAON is bounded by Dhule district to the west, by Satpuda

Hills to the North, by Madhya Pradesh state & Buldhana district to the east and by

Aurangabad and Nashik districts to the south.

C- Area :.The district has an area of 11,700 sq. km .

D- Climate and Rainfall: This district gets rain from the south-west as the north

east monsoons.Average rainfall is about 690.2 mm.

E- Temperature : Maximum temperature is about 48.0ºc & minimum temp. is

about 10.3ºc. F- Seasons :.Three seasons, Hot weather from March to May, Rainy period from

June to October, Cold weather from November to February.

G- Means of Livehood : Agriculture and industries are the main sources of

livelihood in the district of JALGAON.

H- Educational Background :.Literacy rate of JALGAON district is 77%.

I- Transport and communication :. The JALGAON district is connected with

major cities and towns of the state with roads and railways.Major national & state

highways pass through the district.

J- Historical Background : Much of the early history of Jalgaon district is

obscure. It was part of a region known as Rasika in ancient times, and after the

region came under the rule of the Farqui Kings, it came to be called Khandesh. The

Vakatakas, the Nizam of Hyderabad, and subsequently the Marathas ruled the

region. In 1906 when Khandesh was divided, east Khandesh became present-day

Jalgaon. In 1956 with the reorganisation of states, it was included in Bombay state,

and with the formation of Maharashtra in 1960, Jalgaon became a district of the

state..

K-Population : The total population of the district as per 2001 census is

3,679,936.

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LIST OF COPY HOLDERS

Copy No. Copy Holder

Copy No.01 Management Representative

Copy No.02 CEO

Copy No.03 Addl. CEO

Copy No.04 Certification Body

Copy No.05 Dy. CEO (GAD)

Copy No.06 Dy. CEO (VP)

Copy No.07 Dy. CEO (Balkalyan)

Copy No.08 DHO

Copy No.09 DAHO

Copy No.010 Agri. Dev. Officer

Copy No.011 Social Welfare Officer

Copy No.012 CAFO

Copy No.013 Ex. Engineer (Works)

Copy No.014 Ex. Engineer (Irrigation)

Copy No.015 Ex. Engineer (Rural Water Supply)

Copy No.016 Education Officer (Pri)

Copy No.017 Education Officer (Sec)

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ORGANISATION PROFILE

Jalgaon Zilla Parishad is established in the year 1962 & the activities started from

01.05.1962. The Jalgaon ZP is one of the most progressive ZP of the state under

the dynamic management of the CEO & the Parishad leadership from the elected

members .The constitution of the ZP is as below:

Elected members: 68

Sabhapatis of Panchyat Samitees: 15

Remaining members of all Panchyat Samitees: 121

Total Members: 204

The ZP operates to serve the common people of the JALGAON District. The ZP

operation has two arms one under the President of ZP who is an elected

representative of the PEOPLE & the other administrative arm headed by the CEO

of ZP who is generally an IAS officer committed to serve the people under a set of

policies & procedures as framed by the state & in force from time to time. The

leadership of both these arms work in tandem to achieve the common goal of

providing effective service as expected by the State, & the society at large. The

JALGAON ZP has a long history of fulfilling the expectations of its customers i.e.

the people at large, the state & has determined to implement the management

system in accordance with the requirements of the Standard ISO 9001:2000 to

enhance the satisfaction of its customers

The ZP has 13 Departments & each of these departments is simultaneously and

effectively implementing the QMS to achieve the broader goals under the

leadership of the CEO. We all at JALGAON ZP and each of the activity namely

Education( Primary/Secondary),Health, Animal Husbandry, Social Welfare,

Mahila & Balkalyan, Rural water supply, Minor Irrigation,Works, Accounts &

Finance, General Administration, Village Development(Gram Panchyat),

Agriculture are geared up to meet the challenges thrown up from time to time like

Bird Flue, Dengue, Malaria , Floods, Famine & Draught or any other

natural/manmade calamities .We are committed for provision of effective service

to the people of our district with passion.

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LIST OF ABBREVIATIONS

ASST Assistant

IAS Indian Administration Service

ISO International Organisation for Standardization

MR Management Representative

QMS Quality Management System

QM Quality Manual

QP Quality Procedure

NC Non Conformance

IA Internal Audit

CAPA Corrective Action Preventive Action

CI Continual Improvement

CEO Chief Executive Officer

CSI Customer Satisfaction Index

PO Purchase Order

CAFO Chief Accountant Finance Officer

DAHO District Animal Husbandry Officer

DHO District Health Officer

DY Deputy

TO Technical Officer

SO Section Officer

OS Office Superintendent

ZP Zilla Parishad

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SCOPE:

JALGAON ZILLA PARISHAD has established, documented, implemented &

maintained The Quality Management System to demonstrate its ability to meet

customer & applicable regulatory requirements.

JALGAON ZILLA PARISHAD is also committed to enhance customer

satisfaction by continually improving effectiveness of the QMS and its processes.

SCOPE OF OUR QMS INCLUDES” Provision of Services to the people of

JALGAON District in the following areas in accordance with the state regulations

enforced from time to time and from the location as given below:

Service Areas:

1. General Administration

2. Health

3. Animal Husbandry

4. Primary Education

5. Secondary Education

6. Grampanchayat

7. Rural Water Supply

8. Minor Irrigation

9. Works

10. Social Welfare

11. Krishi

12. Mahila & Balkayan

13. Finance and Accounts

Address:

Baliram Peth, Zilla Parishad Bhavan,

Jalgaon

Dist: JALGAON, Pin Code 425001

Maharashtra, India.

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Exclusions & Justification:

Following clauses are excluded from the scope of the QMS

1. Clause No. 7.3: Design and Development: Since the services provided by

JALGAON ZP are determined under various regulations including the actual

conduct of service either by the government or at times also by the elected

representatives. In view of this nature of our activities we do not design the

service to be provided. We merely carry out the activities for the service and

hence Clause 7.3 (Design & Development) is not applicable to us.

2. Clause No. 7.5.2: Validation of Processes for service & service provision:

As there no processes at JALGAON ZILLA PARISHAD, where resultant

output cannot be verified by subsequent monitoring & measurement. Hence

this clause is not applicable to the Quality Management System laid down at

JALGAON ZILLA PARISHAD.

.

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4. QUALITY MANAGEMENT SYSTEM

4.1 GENERAL REQUIREMENTS:

We at JALGAON ZP have established, documented, implemented & maintained

the QMS to demonstrate our ability to meet customer & applicable regulatory

requirements.

We at JALGAON ZP are also committed to enhance the customer satisfaction by

continually improving effectiveness of the QMS and its processes.

Business Processes of JALGAON ZP:

1. Processing of Programs ( Govt. Schemes)

2. Service Provision in Various areas.

3. Monitoring and measurement

4. Handling, Storage, Preservation and Dispatch.

5. Control of NC Service

6. Handling Customer Complaints

Key supporting process of JALGAON ZP:

1. Management Review

2. Control of Quality Records

3. Training.

4. Collection and analysis of data

5. Internal quality Audit.

6. Assessing Customer Satisfaction

7. Continual Improvement

8. Corrective and preventive Action

9. Document Control

10. Purchasing

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1. Processing of Programs:

Each department works on a program for improvement in the life of general

public in the district. Every program is having guidelines to follow along

with funds sanctioned. CEO, ACEO and department heads are responsible

for timely & effective execution of these programs. The ZP President & the

other elected members provide valuable inputs to enhance effectiveness of

the service. The list of actual beneficiary is collected from village, Taluka or

district levels from people’s representatives, Gramsevaks, BDOs as

appropriate.

2. Planning:

CEO and department head discuss on these programs and plan for execution.

Responsibilities are fixed with department staff. Department head and

section officer plan for purchasing of materials if any required in the

program. Periodical visits to the locality are planned and staff including

department head collects all info required to execute the plan.

3. Purchasing:

Department head and section officer plan for purchasing of materials if

any required in the program. Tenders are processed and issued to

approved suppliers. At times, as appropriate, the suppliers are selected

from the vendors having a rate contract with the ZP. The suppliers are

selected on the basis of their ability to meet the requirements and purchase

orders are released to supplier. The material specifications are provided to

supplier.

4. Service Provision:

Department staff responsible for the program follows guidelines strictly and

arrange for all required supporting services from other department from

JALGAON ZP. In case of disbursement of payments to the beneficiary, the

cheques are prepared and issued to bank. The payments are collected by

beneficiary from the bank. The materials are issued to respective Tahsils,

Village body and distributed as appropriate.

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5. Monitoring & Measurement:

Each department prepares monthly balance sheet and submit it to CEO,

ACEO stating the various program related to that dept, Funds received /

utilized and effective performance of the department. Department head takes

ownership for performance of the programs. At the end of the financial year

JALGAON Zilla Parishad prepares annual work report stating total

programs received, executed and overall performance of the same.

6. Customers Feed back & Recording Process:

The feedback is collected from the beneficiary for the services provided to

them by JALGAON Zilla Parishad. The yearly feed back so obtained is

recorded and analyzed and data is taken as input to Management review.

In case of customer complaint, it is registered in the customer complaint

register maintained at each dept. and root cause analysis is conducted in

order to plan corrective actions.

Sequencing & interaction among these processes & within themselves is

determined. Criteria & methods needed to ensure effective operation &

control of these processes is determined.

Resources & information necessary to operate & monitor these processes is

provided.

These processes are monitored, measured & analyzed from time to time &

actions are implemented to get the results planned & also continually

improve the processes.

JALGAON Zilla Parihsad has not outsourced any process to provide its

services. Whenever it will do so the control over such processes will be

suitably identified & addressed.

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DETAILS OF PROCESSES FROM JALGAON ZILLA PARISHAD

HEALTH DEPARTMENT

District Health Officer is in charge of Health Dept., JALGAON ZP and reports to

CEO.

There are various programs from Central and State Govt. in order to improve the

health and reduce the deaths of rural people from JALGAON District. There are

two sections in this dept. One is technical dept., where qualified doctors & trained

technical staff are working for planning, execution of programs and regular visits

to Panchayat level and village level dispensaries in order to audit and exercise

control on their performance related to the rural people health.

The second section is admin, commercial and stores. Working on requirements and

getting funds from govt., procurement of medicines, equipments required for

various programs and keeping the stock of these medicines are some of the

activities performed by this section.

In case large scale diseases or epidemics, health dept forms “Rapid Response

Team”, plan and take action to fight the situation on priority & limit the losses to

the extent humanly possible.

The requirements are received from Panchayat level and village level dispensaries,

different depts. of JALGAON ZP, elected representatives, BDOs or Gramsevaks as

against different laid down programs.

Implementation plan is prepared and submitted to Govt.

After receiving sanction, if goods are to be procured, proper tenders are floated to

approved suppliers or goods procured from approved rate contract suppliers.

Scrutiny of the beneficiaries is done by this dept.

Health dept. in ZP, MO helps in distributing the goods to selected beneficiaries and

inspects proper utilization of the goods.

In case of funds to be distributed to beneficiaries, (after receiving sanction) they

are transferred in bank and cheques are issued to beneficiaries.

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Following are some of the key funcions of Health Department :

1. PHC controlling.

2. Savitribai Kanyakalyan Yojana.

3. Janani Suraksha Abhiyan.

4. Immunization programmes for various diseases like Leprosy,TB, Saath

rogh,Malaria etc.

5. Pulse-Polio, Vitamin-A & Iodine deficiency controlling.

6. Health ckeck-ups of children in the age group 0-4 years.

7. Maintenance of Health department vehicles.

8. Giving training about Health related subjects.

9. Collecting the details of child birth, child death, abortion etc.

10. District level report of birth and death sends to state level.

11. Recruitments of ANM, MPW, MO, Health Supervisor, Compounder,

Sweeper etc.

12. Arranging family planning programmes.

13. Report collection of water samples testing, TCL samples testing etc.

Health department keeps track of every program and prepares data analysis reports

showing the effectiveness.

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ORGANISATION CHART FOR HEALTH DEPARTMENT

CEO

District Health Officer

Additional Dist

Health Officer

(Family

Planning)

Admin Officer

Asst. A/c.

Officer

Health

Inspector/EO

/Stat

Asst. Dist. Health

Officer (Dese.

Surv.)

Epidemics

Health Officer

Assistant

Health Dept.

Senior

Assistant

Health

Inspector

Stat.

Supervisor

RCH

Officer

ANM/MPW

Section Officer

Superintendent

Senior Asst.

Admin

Junior A/c.

Officer

Junior Asst.

Admin

Driver Peon

Data Entry Op. Junior

Assistant

DPHN

Stat.

Officer

Stat.

Investig

ator

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ANIMAL HUSBANDRY DEPARTMENT

Animal Husbandry dept of JALGAON works at two levels.

1. State Level

2. District Level (ZP)

Animal Husbandry department activities for State level are controlled by District

Deputy Commissioner, Animal Husbandry, Jalgaon.

Animal Husbandry department activities for District level are controlled by District

Animal Husbandry officer.

In JALGAON district there are 68 dispensaries of grade-1 and 82 dispensaries of

grade-2 and one mobile dispensary.

Medicinal treatments to animals, vaccination and different schemes from govt. are

implemented by the dept.to add value to the life of animals of JALGAON.

Development Officer - Animal Husbandry works at Panchayat level and all

schemes / programs are implemented by him at Panchayat level.

Each scheme received by Animal Husbandry department is studied under the

guidance of CEO. Implementation plan is prepared and submitted to Govt.

After receiving sanction, if goods are to be procured, proper tenders are issued to

approved suppliers or goods are procured from approved rate contract suppliers.


The vetinary doctors are making regular visits to planned territory to check the

functioning of the schemes and its benefits to the rural population.

The administration section of Animal Husbandry dept takes care of record keeping,

evaluation and reporting of the programs to Dept Head and CEO.

BDO, Gramsevaks, dispensary staff collects and forward different proposals and

application to ZP.

Animal Husbandry dept. in ZP, BDO distributes animals under various schemes to

selected beneficiaries and inspects proper utilization of the same and facilities.

Animal Husbandry department keeps track of every program and prepares data

analysis reports showing the effectiveness.

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ORGANISATION CHART FOR ANIMAL HUSBANDRY DEPARTMENT

CEO

District Animal Husbandry Officer

Section Officer

Junior

Assistant

Senior

Assistant

Office Superintendent

Live Stock Development Officer (Technical)

Driver Peon

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RURAL WATER SUPPLY DEPARTMENT (WATER DEPT.)

Executive Engineer heads water dept., JALGAON ZP and reports to CEO.

This is the supplier dept. in JALGAON ZP.

There are various programs from Central and State Govt. in order to uplift the

living of rural people from JALGAON ZP. There are two sections in this dept. One

is technical dept., where qualified engineers are working for planning and

execution of programs in order to make provision of water to the rural population.

The second section is admin, commercial. Working of requirements and getting

funds from govt., procurement of goods required for various programs and

utilizing those goods are some of the activities performed by this section.

The requirements received from different sections of JALGAON ZP, elected

representatives, BDOs, Dy.Engineers or Gramsevaks against different laid down

programs. are fulfilled with an implementation plan & reported as appropriate.

After receiving sanction, if works are to be executed, proper tenders are invited

from approved contractors or goods procured from approved rate contract

suppliers.


The inspectors are making regular visits to planned territory to check the

functioning of the schemes and its benefits to the rural population.

The admin and commercial section of Water dept take care of record keeping and

evaluation and reporting of the programs to Dept Head and CEO.

Water dept. in ZP, BDO helps in distributing the benefits to selected beneficiaries

and inspects proper utilization of various goods and facilities.

In case of funds to be distributed to beneficiaries, (after receiving sanction) they

are transferred in bank and cheques are issued to beneficiaries.

Water department keeps track of every program and prepares data analysis reports

showing the effectiveness.

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ORGANISATION CHART FOR RURAL WATER SUPPLY DEPARTMENT

CEO

Executive

Engineer

Section

Engineer

Senior Account

Officer

Junior

Engineer

Muster

Clerk

Peon

Senior

Asst.

Accounts

Senior

Asst .

Admin

Draftsman

Junior

Asst.

Admin

Driver

Officer

Superintendent

Hawaldar

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QUALITY MANUAL JALGAON ZILLA PARISHAD Issue No. 01 Rev No: ----

Issue Date: 14.05.2008 Rev Date: ----

Issued By: MR SIGN:


MINOR IRREGATION DIVISION

Executive Engineer is in charge of Minor Irrigation division (Local Sector) JALGAON ZP and reports to CEO.

His departments works in 15 Tahsils at 7 subdivisions of JALGAON District. This department covers schemes to provide irrigation facilities in the range

of 0-100 hectors of land. Funds are provided for various programs from Central Govt./ State Govt. by district planning development committee to

facilitate & maintain the lakes, wells at village and Panchayat levels to improve the water level of the JALGAON District farm sector.

There are two sections in this dept. One is technical dept., where qualified engineers are working for estimation, planning and execution of programs

issued by CEO of JALGAON ZP after his initial review and sanction. The second section is admin and commercial. The admin and commercial

section of works dept take care of record keeping and verification and reporting of the programs to Dept Head and CEO.

State govt. conducts the survey of affected rural areas and prepares budget

for the same. Minor Irrigation div. prepares tenders and contractors are selected on the basis of supplier selection criteria as per tender.

Once the contractors are nominated the works are carried by the field staff from respective tahsil. Minor Irrigation department periodically and before

handing over carries the inspection of the Project work. Minor Irrigation div. calls for the beneficiaries and form water conservation

society and handover the project to this society for their benefits. In case of Spring Lakes, the lakes are handover to grampanchayat. Minor

Irrigation div. responsible for the selection of contractors for fishing and maintenance of the lakes.

The executive engineer visits to project sites to check the functioning of the programs and its benefits to the rural population as per plans and designs.

Minor Irrigation Div. keeps track of every program and prepare data analysis reports showing the effectiveness.

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QUALITY MANUAL JALGAON ZILLA PARISHAD Issue No. 01 Rev No: ----

Issue Date: 25.03.2007 Rev Date: ----

Issued By: MR SIGN:


ORGANISATION CHART FOR MINOR IRREGATION DEPARTMENT

CEO

Executive Engineer

Project Dept Account Dept.

Admin Dept

Section Engineer-4 Draftsman-1

Jr. Draftsman-1 Sketch Person- 1

Deputy Executive

Engineer

Additional CEO

Office Superintendent-1

Sr. Asst.-3 Jr Asst.-10

Driver- 1

Peon- 5

Jr. Accountant-1

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WORKS DEPARTMENT

Executive Engineer is in charge of Works Dept., JALGAON ZP and reports to

CEO.

Funds are provided by various programs from Central and State Govt. and ZP to

facilitate & maintain the roads and infrastructure at village and Panchayat levels to

improve the life of rural people of JALGAON.

There are various sections in this dept. One is technical dept., where qualified

engineers are working for planning and execution of programs in order to make

provision of roads and infrastructure at village and Panchayat levels for the rural

population.

The second section is budget branch, working out of requirements and getting

funds from govt. is performed by this section.

The requirements are received from different depts. of JALGAON ZP, elected

representatives, BDOs or Gramsevaks as against different laid down programs.




The engineers are making regular visits to planned works to check the functioning

of the schemes and its benefits to the rural population.

The administration section of works dept. take care of record keeping and

evaluation and reporting of the programs to Dept Head and CEO. Also looking

after service book, salary of employees etc.

Other section is drawing section which looks after the programming of various

schemes.

There is no individual benifitiaries or selection. The programmes & schemes are

implemented for the benifit of masses.

Works dept. in ZP, BDO helps in implementing the schemes and inspects proper

utilization of various facilities.

Works department keep track of every program and prepare data analysis reports

showing the effectiveness alongwith implementation & monitoring of the scheme.

The dept. also facilitate technical guidelines & assistance to BDO & other depts.

alongwith mode of communication roads. The Works dept. construct buildings for

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various depts. Provision of minimum needed infrastructure to rural area &

developing the scheme is the prime moto & fundamental duty of Works Dept.

ORGANISATION CHART FOR WORKS DEPARTMENT

CEO

Executive

Engineer

Office

Superintendent

Asst. Account

Officer

Section

Engineer -Civil

(Projects )

Peon

Senior

Asst.

Accounts

Senior

Asst .

Admin

HDM

Junior

Asst.

Accounts

Junior

Asst.

Admin

Driver

Deputy

Executive

Engineer

Section

Engineer-Elect.

& Mech.

(Technical)

E.O.(Stat)

Tracer

Hawaldar

Draftsman

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Issue Date 14.05.2008 Rev Date:

Issued By: MR SIGN:


AGRICULTURE DEPARTMENT

Agriculture Development Officer is in charge of Agriculture Dept., JALGAON ZP

and reports to CEO.

There are various programs from Central and State Govt. and ZP in order to

improve the agricultural production and improvement in the standard of living of

general and backward class farmers from JALGAON ZP.

The main function of this department is to implement schemes and monitoring

supply of agricultural inputs(i.e. seeds fertilizers and pesticides) of good quality.

The admin, accounts and stores is working on requirements and getting funds from

govt., procurement of goods required for various programs and keeping the stock

of these goods are some of the activities performed by this section.

In general all schemes, programs are implemented through active participation of

Panchayat Samitees from district. The requirements are received from Panchayats,

different depts. of JALGAON ZP, elected representatives as against different laid

down programs.

Implementation plan is prepared and submitted for approval.

After receiving sanction, if goods are to be procured procured from approved rate

contract and suppliers.

The agricultural officers and staff are making regular visits to planned territory to

check the functioning of the schemes and its benefits to the rural population.

The administration and accounts section of works dept take care of record keeping

and evaluation and reporting of the programs to Dept Head and CEO.

Scrutiny of the beneficiaries is done by this dept. in case of SCP, TSP, OTSP

schemes and in other scheme by B.D.O., Panchayat Samitees.

Agricultural dept. in ZP, BDO helps in distributing the benefits to selected

beneficiaries and inspects proper utilization of goods and facilities.

In case of funds to be distributed to beneficiaries, after receiving sanction it is

transferred in bank and cheques are issued to beneficiaries.

Agricultural department keep track of every program and prepare data analysis

reports showing the effectiveness.

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ORGANISATION CHART FOR AGRICULTURE DEPARTMENT

Agriculture

Development Officer

District Agriculture Officer

(SCP)

Astt. Account

Officer

Peon

Sr. Asst.

Accounts

Senior

Asst .

Admin

Office

Superintendent

Jr. Asst.

Accounts

Junior

Asst.

Admin

Driver

CEO

District Agriculture Officer

(Gen)

Campaign Officer

Section Officer

ACEO

Jr. Accounts

Officer

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PRIMARY EDUCATION DEPARTMENT

Education Officer (Primary) is in charge of Primary Education Dept., JALGAON

ZP and reports to CEO.

There are various programs from State Govt. in order to provide quality education

to all and to create awareness and interest among the children of 6 to 14 years from

JALGAON District to participate in educational movement.

There are two sections in this dept. Education Officer, Dy. Education Officer and

Extension officer from Primary Education plan and implement various educational

programs for children, visit to primary schools, anganwadies, hostels, Mahatma

Phule Shikshan Hami Kendras and also carry out periodical inspection of schools.

The second section is admin, commercial and stores. Working on requirements and

getting funds from govt., procurement of goods required for various programs and

keeping the stock of these goods are some of the activities perform by this section.

In general all schemes, programs are implemented through active participation of

Panchayat Samiti from district. The requirements are received from Panchayats,

different depts. of JALGAON ZP, elected representatives as against different laid

down programs.




The admin and commercial section of works dept take care of record keeping and

evaluation and reporting of the programs to Education Officer-Primary Dept and

CEO.


Primary education dept. in ZP, different school representatives’ helps in

distributing the benefits to selected beneficiaries and inspects proper utilization of

all benefits.

In case of money is to distribute to beneficiaries, after receiving sanction it is

transferred in bank and cheques issued to beneficiaries.

Primary Education department keep track of every program and prepare data


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ORGANISATION CHART FOR PRIMARY EDUCATION DEPARTMENT

Education Officer

Primary

Deputy Education Officer

CEO

Superintendent

Cl-II

Sr. Extension Officer

(Education) Section Officer


Peon

Senior

Asst .

Admin

Junior

Asst.

Admin

Driver

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SECONDARY EDUCATION DEPARTMENT

Education Officer (Secondary) is in charge of Secondary Education Dept.,

JALGAON ZP and reports to CEO and Dy.Director Education, Mumbai region.

There are various programs from State Govt. in order to provide quality education

to all and to create awareness and interest among the secondary school students

from JALGAON to participate in educational movement.

There are two sections in this dept. Education Officer, Dy. Education Officer and

implement various educational programs for children, visit to secondary schools

and conduct periodical inspection of schools.

The second section is administration. Working on requirements and getting funds

from govt., for various programs and schemes the activities performed by this

section.

The planning and implementation of SSC, HSC, NTS, Scholarship(school level)

examination is part of programs of secondary education dept.

Organize Science exhibition at taluka and district level for which fund provided by

ZP cess in every year.

In general all schemes, programs are implemented through this dept.



Secondary education dept. in ZP, different school representatives help in

distributing the benefits to selected beneficiaries and inspect proper utilization of

the same.

In case of funds to be distributed to beneficiaries, after receiving grant, it is the

cheques are issued to beneficiaries.

Secondary Education department keep track of every program and prepare data


28


PARISHAD

Issue No. 01 Rev No: -


Issued By: MR SIGN:


ORGANISATION CHART FOR SECONDARY EDUCATION DEPARTMENT


Education Officer

Secondary

CEO

Superintendant

Cl-II

Sr.Extension Officer

Peon

Office

Superintendant

Science

Supervisor

Driver

Section Officer Dy.Edu.Inspector

Senior Assistant

Admin

Junior Assistant

Admin

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VILLAGE PANCHAYAT DEPARTMENT

Deputy CEO is head of the Village Panchayat Department.

Deputy CEO village Panchayat and his team work to provide technical guidance

and planning implementation of village development and special project program

like Total Sanitation campaign (Nirmal Gram Puraskar) from central, state govt. in

co ordination with peoples representatives.

Many schemes of Village Panchayat department are linked with Panchayat

Samitees and other departments of Zilla Parishad like Education, Work, Rural

Water supply and health agriculture, animal husbandry etc.

Village Panchayat Dept. Prepares and submit annual budget to state and ZP as well

as work out for Zilla Gramvikas Vargani.

Following are some of the key functions of Village Panchayat Dept. :

1. Village level complaints resolving.

2. Tax collection overview.

3. Panipatti, Gharpatti collection.(Cess on water & Homes)

4. Periodical Prashasan Avawal to ZP.

5. Sampoorna Swachhata Abhiyan.(Total Cleanliness Drive)

6. Sant Gadgebaba Gram Swachhata Abhiyan

7. Provision of public Toilets.

8. Grampanchayat Swachhata Abhiyan

9. Grampanchayat level reward system.

10. Yashwant Gram Panchayat Yojana

11. Recruitments of Gramsevaks and control over administration of BDOs and

Gramsevaks working.

12. ZP Vehicles fuel bills and maintenance bills clearing.

13. Other functions as per Mumbai V.P. act 1958 and Accounts code 1968.

Every scheme received by Village Panchayat Dept. is studied under the guidance

of CEO. & implementation plan is prepared.





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The inspectors make regular visits to planned territory to check the functioning of

the schemes and its benefits to the rural population.

The admin and commercial section of Village Panchayat Dept take care of record

keeping, evaluation and reporting of the programs to Dept Head and CEO.

Gramsevaks, BDO collects and forwards different proposals and application to

Village Panchayat Dept.

Village Panchayat Dept. in ZP, BDO, Gramsevaks distributes various goods to

selected beneficiaries and inspects proper utilization of various goods.



Village Panchayat Dept. keeps track of every program and prepares data analysis


ORGANISATION CHART FOR VILLAGE PANCHAYAT


CEO


Peon

Senior

Asst.

Accounts

Senior

Asst .

Admin

Junior

Asst.

Admin

Driver

Deputy CEO(VP)

Hawaldar

Junior

Asst.

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MAHILA BALKALYAN DEPARTMENT

Deputy CEO is head of the Mahila Balkalyan Department.

Mahila Balkalyan Samiti of ZP prepares programs for development of life of

people of Zilla Parishad in general & Ladies & kids in particular.. Mahila

Balkalyan Samiti sanctions these programs and asks for the proposals from village

and Panchayat levels. All proposals received are discussed among the Mahila

Balkalyan Samiti for sanctioning the beneficiaries. Technical sanctions are given

by CEO for these proposals which are sent to Finance Dept.

Deputy CEO Mahila Balkalyan Department and his team work to prepare budget,

provide technical guidance and planning implementation of these schemes /

programs in co ordination with peoples representatives.

Many schemes of Village Panchayat department are linked with Panchayat

Samitees and other departments of Zilla Parishad like Education, Work, Rural

Water supply and health etc.

Following are some of the key functions of Mahila Balkalyan Department. :

1. Survey for malnutrition children.

2. Rajmata Jijamata Poshan Mission- Survey for Weight of Children, age .

3. Provision for nutrition food for children from 1931 anganwadis

4. Running Anganwadis effectively.

5. Preparation of budget for salaries to Anganwadi Sevikas, supervisors and

helpers

6. Health check up for Anganwadi students.

7. Training program for Anganwadi Sevikas and evaluation of training given.

8. Planning and conducting program such as Hagandari Mukt village.

Every scheme received by Mahila Balkalyan Dept. is studied under the guidance of

CEO. After receiving sanction, if goods are to be procured, proper tenders are

issued to approved suppliers or goods procured from approved rate contract

suppliers.





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The admin and commercial section of Mahila Balkalyan Dept take care of record

keeping and evaluation and reporting of the programs to Dept Head and CEO.

Mahila Balkalyan Dept. in ZP, BDO, Gramsevaks distributes various goods to

selected beneficiaries and inspects proper utilization of various goods and

facilities.


transferred in bank and cheques are issued to beneficiaries.

Mahila Balkalyan Dept keeps track of every program and prepare data analysis


ORGANISATION CHART FOR MAHILA BALKALYAN DEPARTMENT


PARISHAD

CEO

Section Officer

Senior Asst.

Accounts

Extension Officer

Statistics

Senior

Asst .

Admin

Junior

Asst.

Admin

Deputy CEO

Peon Driver

33



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GENERAL ADMINISTRATION DEPARTMENT (GAD)

Deputy CEO is head of the General Administration Department and secretary of

ZP standing committee & also secretary of Z.P. General Meeting.

Deputy CEO GAD and his team provide day to day administration support to ZP

and plan and implement schemes from state govt as well as schemes from ZP in co

ordination with people’s representatives.

GAD keeps records of minutes of ZP meetings; Standing Comittee meetings in

register minutes of Panchayat Samiti meeting.

Records of minutes of meand setings held at ZP are submitted to CEO.

Many schemes of GAD are linked with Panchayat Samitees and other departments

of Zilla Parishad like Education, Work, Rural Water supply and health agriculture,

animal husbandry etc.

GAD functions are staff recruitments, promotions, transfer, handling resignations,

retirements, department enquiries of ZP employees, advance increment, staff

salary, CEO, ACEO, Dy.CEOs, BDOs diary, salary & TA, medical bills of ZP for

class 3 and class 4 staff, House loan, Compute loan, GPF loan, cl-IV employees’

uniform dress distribution, distribution of staff quarters,distribution of Stamp duty

grant, departmental competitive examinations, Flag hoisting, Pension adalat,

Vehicle’ registration, insirance renuation & distribution, GSLIS etc.

Following are some of the key functions of GAD:

1. Scrutiny of proposals received from ZP dept. heads for various programs

and submits it to working committees with remarks.

2. To minute the meetings held by President and follow up with dept. for

actions pending.

3. To arrange co ordination meetings among the ZP dept. heads, BDOs,

Section officer, superintends and prepare minutes of meeting & other

meetings also.

4. Recording complaints from people.

5. Gramastha Din, Nagarikanchi Sanad, Mahityacha Adikar, Varshik Prashasan

Ahwal, information of backlog of backward classes etc.

6. To make all arrangement for tour of ministers in district.

7. To prepare ZP Pandhrvada Goshvara on pending issues from ZP

departments.


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8. Record keeping of Confidential reports of Class 3 ZP staff.

9. Arrange and provision of required training to ZP staff.

10. Incoming document entries related to Vidhansabha questions, guidelines,

references from chief ministers, ministers, state and ZP officers & elected

members on ZP working, Lokshahi, Lokayukta, Bhrashtrachar Nirmulan

Prakarne etc.

11. Maintain register of candidates under compassionate ground, circulate GR’s

& Govt. circulars to all HOD’s & BDO’s, Write off & auction of unusable

furniture & vehicles.

GAD keeps track of every program and prepares data analysis reports indicating

the effectiveness.

ORGANISATION CHART FOR GENERAL ADMINISTRATION

DEPARTMENT (GAD)


CEO

Section Officer

Office Superintendent Office Superintendent

Junior

Asst.

Accounts

Senior

Asst.

Accounts

Senior

Asst .

Admin

Junior

Asst.

Admin

Deputy CEO(Gen)

Hawaldar Peon Driver

StenComputer

Operator

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FINANCE DEPARTMENT

Chief Accounts and Finance Officer (CAFO) is head of the Finance Department.

CAFO and his team work to co ordinate and establish control on working of ZP

departments and Panchayat Samitees in respect to commercial matters.

Senior Accounts Officer is authorized to sanction bills from ZP departments and

sign cheques up to Rs 50,000 and CAFO is authorized to sanction bills from ZP

departments and sign cheques above Rs 50,000. Finance dept. verifies all the

budgets prepared by ZP departments for various schemes, programs before they

are sent for sanction from CEO. Finance dept. works on financial management and

subsequent investments and spending in ZP.

Finance dept prepares annual budget for ZP and verifies the Panchyat Samitee

budgets. Verification and record keeping of Balance sheet for all departments of

ZP is entrusted with CAFO

Verification and record keeping of Bills and payments made by Panchayat samitee,

to prepare reports on funds receipt and balance at state and central govt in regard

for working of different schemes at ZP is part of CAFO activity.

Salary preparation for ZP staff and keeping provision for the same, record keeping

and issue of pensions to Ex ZP staff is also handled by this dept.

Finance Dept. keeps track of every task and prepares data analysis reports to

indicate the effectiveness.

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ORGANISATION CHART FOR FINANCE DEPARTMENT


PARISHAD



Issued By: MR SIGN:

CEO

Senior Accounts officer

Chief Account and Finance Officer

Assistant Accounts officer

Senior Assistant(A/c.)

Peon

Junior Assistant(A/c.)

Accounts officer

Junior Accounts officer

Driver

37


SOCIAL WELFARE DEPARTMENT

In Maharashtra State there are seven divisions of Social Welfare, situated at

Mumbai, Pune, Nasik, Amravati, Aurangabad, Nagpur and Latur. Each division is

headed by Divisional Welfare Officer.

There are two Officers at District Level.

a. Special District Welfare Officer- He looks after different schemes of Central

as well State Govt. and monitoring of social component Plan.

b. Social Welfare Officer- Group A Zilla Parishad – He looks after different

schemes of central and state Govt. transferred to Zilla Parishad and schemes

from ZP

Social Welfare Department of Zilla Parishad implements many schemes for the

welfare of Backward classes, Tribal, Disabled Persons, old age persons, Artists and

for Vysanmukti. (de-additcion) Central Govt., State Govt., ZP’s own funds

finances these schemes.

Central and State Govt. schemes are broadly classified in four categories

i. Educational Concessions

ii. Economic up liftment

iii. Housing

iv. Social activites

v. Other Schemes

i. Educational Concessions

1. Tuition Fees and examination fees from 5th

to 10th

Standard to

backward class students.

2. Award of scholarships to backward class students in High schools.

3. Award of Savitribai Phule scholarships to backward class girl students

in Standard V to VII.

4. Pre-Matric Scholarship to children whose parents are engaged in

unclean occupation.

5. Award of stipend to backward class students studying in ITI.

6. Grant in Aided Hostels.


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7. Balwadis run by voluntary agencies are paid 90% f admission

expenditure.

8. Special schools for disabled students.

9. Construction grant in aid to aided hostels.

ii. Economic Upliftment :

1. Tailoring equipments(sewing machines,peikofall).

2. Mini flour mill, PCO box, tricycle, hearing aid etc.

iii. Housing:

1. Loan and subsidy to Backward class co-operative societies.

2. Other schemes of Central./, State Govt..

iv. Social activities :

1. Joint internal road & toilets in backward class rural areas(Dalit vasti

vikas).

2. Borewell, Well funds distribution.

3. Samaj mandir.

4. Equipments/tools for backward class farmers.

Social Welfare Officer is head of the Social Welfare department & often delegates

responsibility to additional CEO.

Social welfare officer a Class 1 officer has important role in execution, monitoring

and implementation of different schemes.

Social welfare officer and his team provides technical guidance including

planning, implementation of Social Welfare schemes from central, state govt as

well as schemes from ZP in co ordination with peoples representatives.

Many schemes of social welfare department are linked with Panchayat Samitees

and other departments of Zilla Parishad like Education, Work, Rural Water supply

and health etc.

There is no separate staff of social welfare department at Taluka and village level.

Block development Officer (BDO) plays an important role in effective

implementation of various schemes. Extension officer (Panchayat) and

Gramsevaks help BDO in this matter.

Every scheme received by social welfare department is studied under the guidance

of additional CEO. Implementation plan is prepared and submitted to Govt.


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39







The admin and commercial section of social welfare take care of record keeping

and evaluation and reporting of the programs to Dept Head, ACEO and CEO.

BDO collects and forwards different proposals and applications to ZP.

Social welfare department in ZP, BDO distributes various goods to selected

beneficiaries and inspects proper utilization of various goods and facilities.

In case of money is to distribute to beneficiaries, after receiving sanction it is


Social welfare department keep track of every program and prepare data analysis


ORGANISATION CHART FOR SOCIAL WELFARE DEPARTMENT


PARISHAD



CEO


Social Welfare Inspector Senior Assistant

Additional CEO

Assistant Advisor

Peon Driver

Social Welfare Officer

Assistant Account Officer

Junior Assistant

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EDP DEPARTMENT

This department works under the guidance of Dy.CEO(Gen).

EDP dept is responsible to take care of all the computers and peripheral machines

in the ZP. The requirements in form of indent or request from ZP departments,

Panchayat Samitee, BDO, CDPO, deputy engineer MI, WD for software, hardware

and maintenance of computers and peripheral machines.

The requirements are approved by ZP president.

EDP calls for the quotations or purchase from the approved suppliers from the rate

contracts. The budget is sanctioned from GAD for purchase of software, hardware

and training of staff.

EDP section receives all the email for JALGAON ZP. EDP dept. circulate those

email to concern dept.

EDP Dept. in charge arranges computer operating training for ZP staff.

ORGANISATION CHART FOR EDP DEPARTMENT


PARISHAD



CEO

Section In charge / Programmer

Deputy CEO(Gen)

Computer / Data Entry Operators

41

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EACH OF THESE DEPARTMENTS MAINTAIN,

1) Job Charts for each functions

2) Clearly established objectives

3) Good House Keeping

4) Complaint register

5) Other documents as required under the directives & records as

governed by the GRs received from time to rime

4.2 DOCUMENTATION REQUIREMENTS.

4.2.1 GENERAL:

1. We have documented quality policy & quality objectives as per Annexure III.

(QMS/QPQO/5.3/5.4.1)

2. This Quality Manual describing scope and application of QMS ,description of

its processes together with their interaction(QMS/QM/4.2.2)

3. This Quality Manual also includes the documented procedures (QP/01

to QP/05)required by the standard as given under Annexure IV and also refers to

various documents required by the organization.

4. JALGAON ZP maintains records required by the standard and the records are

controlled as per control of records procedure QP/02 & the GRs.

4.2.2 Quality Manual

The Quality Manual is documented by M.R. and approved by the CEO.

A. JALGAON ZP Quality Manual defines the scope of the QMS & also refers to

the documented procedures established under the QMS.

B. The Quality Manual also describes interaction among the processes of QMS as

per the Process Flow Chart Annexure I

4.2.3 Control of Documents

Documents required by the QMS are controlled. The controlled status is also

evident from the marking on these documents as “CONTROLLED DOCUMENT”.


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The documented Procedure No.QP/01 is established to define the controls needed

for,

A. Approval and Issue of Documents for adequacy prior to use.

B. To review and Update as necessary and re-approve the documents.

C. To ensure that changes and revision status of the document is identified

D. To ensure that documents are legible, readily identifiable and available in

relevant versions at points of use.

E. Controlled documents at JALGAON ZP are of two types viz. Customer

Supplied rules, guidelines, instructions, programs & tenders, Standards, i.e.

Documents of External origin and JALGAON Zip’s own Specifications, Work

Instructions etc. Distribution of both these types is controlled. Documents of

external origin are identified & are controlled as appropriate.

F. To prevent the unintended use of obsolete documents and to apply suitable

identification to them if they are retained for any purpose, the obsolete documents

are stamped as “OBSOLETE AND RETAINED”

4.2.4 Control of Records

QMS records are established and maintained to provide evidence of conformity to

requirements and effective operation of the QMS. Records maintained are legible,

identifiable and retrievable. Records for the QMS are governed by the documented

procedure No.QP/02 for control of records which defines the controls needed for

the identification, storage, retrieval, retention period & disposition as appropriate


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5.0 Management Responsibility

5.1 Management Commitment

JALGAON ZP management is committed to meet customer requirements. To

achieve this QMS is developed in accordance with the requirements of ISO

9001:2000 Standards and is also striving to improve its effectiveness by

periodically reviewing the QMS. Importance of understanding and meeting

customer and regulatory requirements is communicated within the organization.

This is done through establishing the quality policy and quality objectives at

various levels, conducting management reviews, internal audits and also ensuring

that resources are available whenever needed. Top management commitment is

also evident through appointment of external agency to make the requirements of

standards clear within the organization.

5.2 Customer Focus

JALGAON ZP believes that customer needs are explicit drivers of QMS. The

requirements related to service are met or exceeded to enhance customer

satisfaction. The top management ensures regular interaction with the customers to

understand their current and future needs.

5.3 Quality Policy QMS/QP/5.3/5.4

The Quality policy is established and authorized by the CEO, who takes full

ownership of the policy and ensures that quality policy is communicated and

understood within the organization through the M. R.

JALGAON ZP ’s Quality policy is attached in Annexure No.III. The established

quality policy is,

1. Consistent with the nature of JALGAON ZP ’s working.

2. It includes commitment to comply with the customer requirements and

continually improving effectiveness of the QMS.

3. Quality Policy is also translated and explained in local language for better

understanding

4. JALGAON ZP also reviews its quality policy and it will be revised if necessary

to ensure that it is continually suitable for the QMS.

5. Policy so established provides a wider framework for establishing the quality

objectives.


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5.4 Planning

5.4.1 Quality Objectives QMS/QP/5.3/5.4

Measurable quality objectives are established at relevant levels and functions in the

organization including those needed to meet requirements for service

QMS/QP/5.3/5.4/Deptt.

The quality objectives, including those needed to meet requirements for service,

are periodically reviewed and also discussed in the management review meeting.

The JALGAON ZP objectives are as given in Annexure No.III

5.4.2 Quality Management System Planning

Planning of the QMS is carried out to ensure that the General requirements of the

QMS as laid down under 4.1 above are met with, along with the quality objectives.

Need based changes to QMS are made maintaining the integrity of QMS. The

QMS ensures that it is meeting requirements of ISO 9001:2000, customer

requirements and regulatory statutory requirements. It also includes wide range of

documents like acts, work instructions, guidelines, etc.

5.5.Responsibility, Authority and Communication

5.5.1 Responsibility and Authority

The responsibilities and authorities are well defined and communicated in the

organization. The graphic representation of the same is given in the Organization

Chart in Annexure II.

Responsibility of CEO:

Responsibility of CEO is documented in the ZP act

Over and above this responsibility the CEO acts as top management for the QMS.

The CEO is primarily responsible for establishing the Quality Policy, Quality

Objectives for the entire organisation. He is also responsible for overseeing

continual improvement in each of JALGAON ZP processes to make QMS

implementation meaningful and effective to all. He is responsible to provide

resources necessary for establishing, documenting, implementing, maintaining and

effectively improving QMS related processes. He is also responsible to conduct

timely MRM to ensure that QMS is effective.


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The responsibility & authority for all other positions are as available in the

respective departments.

5.5.2 Management Representative (MR)

MR is appointed, who besides the regular designated job as Dy.CEO(GAD) is also

responsible and authorized for establishing, implementing and maintaining the

processes needed for the QMS.

MR through the interaction with all concerned in the organization promotes the

awareness about the customer requirement and emphasizes on need to meet the

same.

MR is also responsible to report to top management on the performance of the

QMS and need for improvement if any. MR’s responsibility also includes co

ordination for timely management reviews and internal audits. MR also liaises with

external parties like the Consultants, Certifying bodies etc on matters relating to

QMS

5.5.3 Internal Communication

At JALGAON ZP various channels of internal communications are established

such as displays, meetings at various levels, posters, interoffice memos, etc. to

ensure that the QMS is effective. This also covers one to one feed back on

achievement of Quality Objectives, status of corrective / preventive actions, etc.

5.6 Management Review:

5.6.1 Management Review general:

JALGAON ZP conducts its Management Review at every six months or earlier as

needed. Purpose of management review is to review the QMS and identify if any

changes are needed to make QMS effective. This is achieved by understanding if

there is a need to revise quality policy, quality objectives or the system.


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5.6.2 Review Input

Input to Management Review normally includes information on

1) Follow up action decided at the previous management review

2) Results from the internal / external audits

3) Customer Feedback / complaints /potential service needs

4) Status of corrective and preventive actions

5) Recommendations from any level in the organization for improvement in

process or service function and any change that can affect the QMS.

6) Process Performance & Service Conformity

7) Changes that is likely to affect QMS

5.6 .3 Review Output

Review output includes the decision and actions related to,

1) Resource needs identification.

2) Service improvement relating to customer needs

3) Process or QMS improvement

4) Any re-arrangements, job rotation or job enlargement required for continual

improvement of the processes of the QMS

Records from management review are maintained as per control of records

procedure No. QP/02 (QM/MRM/5.6.3)


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6 Resource Management

6.1 Provision of Resources.

JALGAON ZP provides resources needed to,

1) Maintain and continually improve effectiveness of the QMS

2) To exceed customer expectations and thereby enhancing customer satisfaction.

Resource needs are assessed and authorized by the CEO duly consulting the MR &

respective functional persons.

6.2 Human Resources

6.2.1 General

JALGAON ZP ensures that the persons performing work affecting service quality

have the necessary competence on the basis of appropriate education, skills and

training.

6.2.2 Competence, Awareness and Training

JALGAON ZP has determined the competence requirement at each of the job

functions. A person is evaluated against the competency required and the extent to

which it exists.

Imparting the necessary training or suitable actions fulfills the gap if any. Training

once given is evaluated for its effectiveness and if necessary persons are re-trained

or other actions as needed are taken to ensure that competency requirements are

met with.

It is ensured that the personnel are aware about the exact relevance /importance of

their day to day functions & how they are contributing to achieve the quality

objectives .Periodic monitoring /feedback, both formal/informal are provided

Appropriate records of training, education and skills is kept as per control of

records procedure No.QP/02(QMS/Trng./6.2.2)

Competency required by persons performing work affecting service quality are as

available with each department.


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6.3 Infrastructure

To achieve the conformity to service requirement, the necessary infrastructure is

determined, provided and maintained.(QMS/PM/6.3) This includes .

1) The building and required utilities

2) Process equipment

3) Support services such as well connected transport, telephone, fax, e-mail,

etc.

Preventive maintenance of office equipments, vehicles is carried out as per the

schedule to ensure that there is no loss of service at any time.

6.4 Work Environment

JALGAON ZP ensures that the suitable work environment is provided to achieve

the service requirements. It also considers the human physical factors and where

necessary suitable safety equipments, proper ventilation, lighting is ensured. Safety

& Health of our employees is of prime importance and accordingly proper safety

precautions are insisted upon at all levels. This has helped JALGAON ZP to

maintain excellent safety records with no loss of workday case. There are no

accidents, major or minor, in the last many years.


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7 Service Realization

7.1 Planning of Service Realization

JALGAON ZP ensures that planning for service realization is done taking into

account the quality objectives and the service requirements. The output of the

planning process is in the form of a plan. While preparing this plan it is ensured

that the necessary resources like, funds, materials / medicines for service provision,

skilled labour etc are available along with the documents needed for the process of

service realization. Such documents are in the form of acceptance criteria, work

instructions, laid down directives /procedures etc. Appropriate records needed to

provide evidence that the realization process & resulting output meets

requirements are determined.

7.2 Customer Related Processes

7.2.1 Determination of Requirements related to Service

JALGAON ZP ensures that requirements related to service are determined before

the actual implementation of program. Government regulation, guidelines, orders

are considered. Special emphasis is also given for understanding implied needs of

the customer, which are not directly stated.

7.2.2 Review of Requirements related to service

JALGAON ZP has following types of customer:

1. People of JALGAON District.

2. Elected representative of JALGAON ZP & Panchayat Samiti.

3. State/ Central government ( Including their agencies as applicable)

JALGAON ZP ensures that prior to planning of any order or program, it has

understood the customer requirement and has the ability to fulfill these

requirements.


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Orders / schemes/ programs are accepted and activities commence only on

conducting such a review and differences if any are resolved. In case the customer

does not provide documented statements of requirement, then the requirements are

recorded and confirmed before their acceptance. In case of any amendments to

service requirement, relevant documents are amended and the requirements are

reviewed again. All such amendments are communicated to all concerned. Records

of such review and any actions arising out of the same are maintained as per

control of records procedure No.QP/02

7.2.3 Customer Communication

JALGAON ZP provides its customer with relevant information about the

organization. Customers are regularly updated on the status of fulfilling their

requirements, updating completion dates and feed back regarding changes required

to improve the service performance. Customer complaints if any are fully

analyzed, root causes are identified, suitable corrective actions are implemented

and customers are communicated on the same.

All the customers are informed about implementation of the QMS at JALGAON

ZP

7.3 DESIGN AND/OR DEVELOPMENT:

The services provided by JALGAON ZP are determined under various regulations

including the actual conduct of service either by the government or at times also by

the elected representatives. In view of this nature of our activities we do not design

the service to be provided. We merely carry out the activities for the service and

hence Clause 7.3 (Design & Development) is not applicable to us.


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7.4 Purchasing

7.4.1Purchasing Process

JALGAON ZP purchasing ensures that the materials purchased conform to the

specified purchase requirements. The extent of control on the supplier & the

materials purchased depends on the criticality of the service for JALGAON ZP;s

service realization .At JALGAON ZP , a list of approved suppliers /service

providers (QMS/APRSUP/7.4.1) is maintained at Department level. Suppliers are

evaluated and then selected based on their ability to supply materials / medicines

to meet JALGAON ZP’s requirement. Supplier selection, evaluation &

reevaluation criteria are determined. (QMS/SUPSELCRT/7.4.1) Records of results

evaluation & any actions so required are maintained

7.4.2 Purchasing Information

It is ensured that purchasing information is adequate prior to its communication to

the supplier. The purchasing information if required also contains,

1) Requirements for materials / medicines, process, procedure approval

2) Requirements for qualification of personnel

3) Requirements of JALGAON ZP’s customer for verification of their items at

supplier’s end and verification equipments needed to do the same.

4) Requirements of QMS if any

7.4.3 Verification of Purchased products..

Acceptance and Rejection criteria for the items being purchased are established

(QMS/QAPRM/8.2.4). This criteria is followed to ensure that the purchased items

meets specified requirements.Data regarding suppliers not meeting the acceptance

– rejection criteria is maintained. This data forms an input to the supplier

evaluation process.


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7.5 Service Provision

7.5.1 Control of Service:

Service is carried out with detailed planning and under controlled conditions at

various stages. These controlled conditions include the following as applicable.

1) Availability of Information that describes the service characteristics required

like service specifications, etc

2) Availability of various work instructions (W. Is.), supporting documents as

appropriate

3) Use of required equipment / facility in desired conditions

4) Implementation of the necessary measurement and monitoring by way of

quality inspection

5) The implementation of release, delivery & post delivery activities if any

7.5.2 Validation of Processes for service and service provision

Validation of Processes for service & service provision: As there exists no process

at JALGAON ZILLA PARISHAD, where resultant output cannot be verified by

subsequent monitoring & measurement. Hence this clause is not applicable to the

Quality Management System laid down at JALGAON ZILLA PARISHAD.

7.5.3 Identification and Trace ability

A system is established for service identification to identify the service during all

stages of service provision.

Whenever traceability is a specified requirement, procedures will be established to

ensure that necessary service or material is identified every stage of service

provision.

7.5.4 Customer Property

At our Zilla Parihsad customer property provided for use or for incorporation into

the service is suitably identified, verified, protected and safe guarded. If any

customer property is lost or damaged or found to be unsuitable for use, the same is

reported to the customer and records are maintained as per control of records

procedure No.QP/02.

Documents, samples, information etc received from the customer is treated as the

property of the customer & is also protected for it’s secrecy as appropriate

.


53

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7.5.5 Preservation of Service

During handling, storage or any other processing it is ensured that the conformity

of materials to requirements is maintained. It is ensured and established that

conforming materials / medicines leaving JALGAON ZP remains conforming on

receipt at customer end. Regular feedback for this is obtained from customers end

during the frequent interaction with them.

7.6 Control of Monitoring and Measuring Devices

Some of the monitoring and measuring devices are used by us. A list of all such

devices is kept. Calibration Plan/Records are kept (QMS/CAL/7.6) to ensure that

monitoring and measuring devices used to establish evidence of conformity to

service requirements are controlled.

To ensure valid results they are:

1) Calibrated, verified as per calibration matrix at specified intervals traceable to

National / International Standards.

2) Necessary adjustments if required are done to ensure valid results.

3) Since it is not possible to tag the calibration status on each device a separate list

is maintained and monitored to ensure that only calibrated devices are used.

4) Safeguarded against any adjustments that can invalidate the results. 5) Properly

handled to avoid damage.

If any device is found to be out of calibration, all measurements done with the

device are verified against a valid device and suitable actions, if necessary, are

taken to prevent any invalid results


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54


8.0 Measurement, Analysis and Improvement

8.1 General

JALGAON ZP has established various formal and informal methods for

monitoring, measuring, analyzing and improving the processes. These processes

demonstrate conformity to the requirements of services and those of QMS. The

results obtained from these methods are analyzed and improvement measures are

discussed in the management review meetings. Results of implementation of

improvement measures are discussed in the management review meetings and

change of corrective action for improvement may be decided if necessary. This

analysis also helps in continual improvement of the effectiveness of the QMS.

8.2 Monitoring & Measurement

8.2.1 Customer Satisfaction

JALGAON ZP has established a system of measuring customer satisfaction /

dissatisfaction. Apart from the regular feedback obtained through the very frequent

visits to the customers. Customer satisfaction is also measured by getting the

feedback in the specified format (QMS/Cust.Sat/8.2.1). Customer’s perception as

regards to whether we have met their requirements and to what extent is analyzed

and discussed in the management review meeting. Action is initiated wherever

customer gives a low rating to a particular aspect of performance. Customer

complaints are registered & suitable actions are ensured by the top management

(QMS/CUST.COMPL./8.2.1)

The system is also audited in Internal Audits to measure the effective working of

the system and potential opportunities for improvement.

8.2.2 Internal Audit

JALGAON ZP has established and maintains a documented procedure for Internal

Quality Audit Procedure No. QP/04. Internal auditing of the quality system,

process and service is carried out by qualified and trained personnel who have no

direct responsibility for the activity being audited in order to ensure compliance to

the system.

The audit criteria and frequency are defined.


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55


The objective is to ensure that QMS is functioning as per

planned arrangements and it meets requirement of ISO 9001:2000 and is

effectively implemented and maintained.

To eliminate detected non-conformity during the audit, MR ensures that follow up

is done for verification of the corrective actions and reports accordingly. Results of

internal audits are discussed in Management Review Meeting. MR controls this

process by coordinating with the auditors & all , follow up for corrective actions

,reporting the audit results etc. An annual audit plan is drawn& executed.

8.2.3 Monitoring and Measurement Of Processes

Provision of the services is carried out as per standard procedures, guidelines,

programs & as per the criteria. The processes from receiving program/guidelines,

procurement of items if any and final service inspection is well controlled in order

to maintain conformity to service requirement.

Suitable methods are applied to monitor and measure the QMS processes and when

planned results are not achieved, correction or corrective actions are taken as

appropriate to ensure conformity to requirements.

8.2.4 Monitoring and Measurement of Service

To ensure conformity to requirement all the services are monitored and measured

from receiving program/guidelines, procurement of items if any and finished

service stage. Service conformity to requirements is also verified

(QMS/FINSP/8.2.4) at customer ends by taking suitable feedback during very

frequent interactions.. Records are maintained to ensure that services are released

at various stages by authorized persons only. Acceptance and rejection criteria’s

are available at all the stages of service.


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8.3 Control of Non Conforming Service

JALGAON ZP has established and maintained a documented procedure for control

of non-conforming service, refer Procedure No.QP/03. Non-conformities are dealt

with by rework, reject and/or scrap or by taking concession from the customers.

Records of all such events are kept as per control of records Procedure.

8.4 Analysis of Data

At JALGAON ZP we ensure that information and data is collected from all parts

of the organization. The data so collected is analyzed to determine implementation

and effectiveness of the QMS. This data analysis results in information relating to

1. Customer Satisfaction

2. Supplier Evaluation

3. Effectiveness of the Processes of QMS

8.5 Continual Improvement

8.5.1 Continual Improvement

JALGAON ZP has established systems for identifying & prioritizing areas for

continual improvement to increase efficiency and effectiveness of the QMS. This

is done through:

a) Quality Policy and Quality Objectives including measurable improvement

objectives at key function level.

b) Results of Internal and External Audits

c) Data Analysis

d) Corrective and Preventive Actions

e) Results and Actions arising out of Management Reviews


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8.5.2 Corrective Action

JALGAON ZP has established and maintained a documented procedure for

corrective action, procedure No.QP/05. Actions are taken to eliminate the cause of

non-conformities. The process of root cause analysis identifies the cause.

Corrective actions so taken are verified and discussed in management review to

assess their suitability. Records of corrective actions are maintained as per control

of records procedure No. QP/02 Documented procedure QP/05 is established for

corrective/preventive actions.

8.5.3 Preventive Action

JALGAON ZP has established and maintained a documented procedure for

preventive action, Procedure QP/05

Preventive actions are taken to eliminate the causes of potential non-conformities

to prevent their occurrence. Preventive actions are appropriate to the effects of the

potential problems with respect to the service requirements. Status and

effectiveness of the preventive action so taken is verified and discussed in

management review. Records of Preventive actions are maintained as per control

of records, Procedure No.QP/02

ANNEXURE I


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58


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PROCESS FLOW CHART

ANNEXURE I


PARISHAD

Programs, guidelines from state, central

government, Zilla Parishad declares

program

Receipt of requirements

from various customers

Understanding of requirement, planning by Department

Head, Staff and approval from CEO, ACEO

In case of procurement of materials,

medicines for distribution, follow

tendering, procurement of materials,

medicines from approved suppliers,

approval from CEO, ACEO

In case of disbursement of payments, list

of beneficiary from respective area

representative, Gramsevak, BDO.

Verification of the individual beneficiary

approval from CEO, ACEO

Inspection of materials and bill

verification by department staff, Bill

approval by Department head.

In case of materials, medicines etc not

meeting the requirements sent back to

suppliers. Report to Department Head.

Payments cheques issued to bank, list of

beneficiary send to bank. Beneficiary

collects payments from bank

List of beneficiary from respective area

representative, gram sevak, BDO. Verification of the

individual beneficiary approval from CEO, ACEO

1

1

59



Issued By: MR SIGN:


Feedback from Customer related to

quality, delivery, response,

complaint handling ALL DEPTS.

In case of customer complaint,

record it in complaint register and

plan/take corrective action to resolve

the same. Report to top management

and sent input for MRM ALL

DEPTS

1

Corrective Actions

Preventive Actions

Continual Improvement of QMS processes

58

ANNEXURE II

ORGANISATION CHART JALGAON ZILLA PARISHAD

Chief Executive

Officer

Additional Chief

Executive Officer

Dep CEO

Mahila

Balkalyan

Education

Officer

Primary

Dy.CEO

GAD &

MR

CAFO Social

Welfare

Officer

Education

Officer

Secondary

DAHO Executive

Engineer

Works

Dept

Agriculture

Development

Officer

Dep. CEO

Village

Panchayat

Executive

Engineer

Water

Dept

Office

Superin-

tendent

Officer

Superin-

tendent

Section

Officer

Senior

Assist.

Office

Superin-

tendent

Section

Officer

Senior

A/cs.

Officer

Section

Officer

Deputy

Education

Officer

AHO

Tech

A/cs.

Officer

District

Agricul-

tural

officer

Extension

Officer

Section

Officer

Extension

Officer

Senior

Assistant

Superin-

tendent

cl-II

Section

Officer

Dy.Edu.

Inspector

Section

Officer

Office

Superin-

tendent

Section Engineer Asst. Account Officer

Dy.Ex.

Engineer

Office

Superin-

tendent

Asst. A/c.

Officer

EDP

Dept In

Charge

DHO

RCHO ADMIN

Officer ADH

O

Section

Officer

Office

Superin-

tendent

Dy.E.O.

Section

Engineer

Asst. A/cs.

Officer

Asst.

A/cs.

Officer

59

ANNEXURE III

QUALITY POLICY

We all at JALGAON Zilla Parishad are committed to provide services to

not only meet but exceed requirements of our customers by clearly

understanding their needs & expectations.

We shall strive to demonstrate transparency, timely provision of service

and enhancement in the standard of service quality.

We shall continually improve each of our processes to enhance

satisfaction of our customers. & abide by the State Directives. We will

effectively involve each of our employees, our vendors of materials and

services to make a difference in the living of people, we are committed

to Serve.

Chief Executive Officer

JALGAON Zilla Parishad

Date: 14.05.2008, Issue No.01, Rev 00

QUALITY OBJECTIVES

1. To get ISO 9001:2000 certification by 30.09.2008.

2. To improve housekeeping including cleanliness to the satisfaction of all.

3. To carryout 100% task on time.

4. To take ISO awareness at Panchayat Samiti level by Dec 2008.

5. To take customer feedback and carryout effective analysis for each

department by Sep 2008.

6. To provide minimum 8 hours training annually for each employee from

JALGAON Zilla Parishad.

7. To maintain fire fighting arrangements in the required areas by 31.07.2008.

8. To complete actions on 70% of checklist points by 31.08.2008.

Chief Executive Officer

JALGAON Zilla Parishad

Date: 14.05.2008, Issue No.01, Rev 00

60

ANNEXURE IV

PROCEDURE FOR CONTROL OF DOCUMENT

1.0 PURPOSE :

This procedure outlines the method for document control to ensure that the

appropriate revisions of the documents are available with the user.

2.0 SCOPE :

Applicable to all documents and data related to documented quality system

generated internally and externally.

3.0 RESPONSIBILITY :

MR

4.0 PROCEEDURE :

4.1 Control of Quality Manual : ( level – 1 ) The procedure for control of

quality system has been described in quality manual itself.

4.2 The preparing, approving and issuing authority for the various levels of

documents is as follows:

Level Description Preparing

authority

Approving

Authority

Issuing

Authority

Master copy

with

01 Quality

Manual

M.R. CEO M.R. M.R.

02 Quality

Procedures

M.R. CEO M.R. M.R.

Process

Flow chart

M.R. CEO M.R. M.R. 03

Lists M.R. CEO M.R. M.R.

04 Formats M.R. CEO M.R. M.R.

PROCEDURE QP/01 JALGAON ZILLA PARISHAD



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61

4.3 Document numbering system:

Documents are numbered as XX/YY/ZZ, where

XX stands for type of

document

For Ex.:

QP- Quality Procedure

FC – Flow Chart

All formats, Lists, Registers

are identified by their name

YY stands for Departments:

For Ex:

GAD- general Admin.

HTH- Health

ANH- Animal Husbandry

PRE – Primary Education

CDW – Child Development

And Welfare

MR- Management

Representative

ZZ stands for

Running Serial

Number.

For Level 1 as follows: QM / YY/ZZ, where

QM = Quality Manual, YY = Issue No., ZZ= Sr. No.

4.4 DOCUMENT IDENTIFICATION: -

All Quality Procedures and level 3 documents have their reference number,

revision date, and revision number, page number, title as appropriate. Each

document has unique identification.

DOCCUMENT STATUS IDENTIFICATION:

SR

NO

DESCRIPTION IDENTIFICATIONN COLOR

1 All Master copies Master Copy (on reverse side of document) Blue

2 All controlled

copies

Controlled Copy (on front side of document) Red

3 For all obsolete

copies

OBSOLETE COPY

Date:

(On front side of document0

Red




Issued By: MR SIGN:





Issued By: MR SIGN:


62

4.5 ISSUE CONTROL:

• Issue control authority and maintenance of master copies of all documents

is described in the first page of this procedure.

• Master copy stamped in Violet color on reverse side of the document and is

used for taking photocopies for the purpose of issuing copies.

• Record of issue is maintained in Record of Revision and Distribution and

kept with master copy only.

• For 01 issue documents the revision status is 00. Whenever there is any

change in particular document the revision number is raised as 01, 02 to 09.

• The issue number is raised from 01 to 02 in following circumstances.

a) Whenever there is any major change in ISO 9001: 2000 requirements.

b) Major changes in company’s Organization.

c) Whenever Revision number of any particular document will go above 09

4.6 CHANGE CONTROL:

• The employee who desire or suggests any change in the document shall raise

a document change note. Requesting document change to MR. MR reviews

that change with approval authority of the document and takes decision

whether to revise that document or not.

• If the document is to be revised, MR shall revise that Document and take the

approval from the authority that has originally approved the document.

• The nature of document changes is communicated to concerned departments

through the document-change note.

• The revision in the level 2 and 3 documents are recorded in Record of

Revision and distribution by MR and are kept with Master copies. Control

copy holder can refer to these sheets as and when required to know revision

in their documents.

• The document change note indicates the effective date for implementation of

change.

• MR issues the revised document to all concerned as detailed in record of

revision and distribution.

• MR ensures that all the obsolete copies are received back from concerned

persons. All obsolete copies shall be destroyed except master copies.




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63

• The master copies of obsolete documents are retained by MR for one year

from the date off revision or up to next revision.

4.7 DOCUMENT MASTER LIST:

• MR has a master list of all documents, which shows the current issue status

and revision status of the document.

• Whenever there is any revision in the document MR updates master list of

that particular document.

4.8 RESPONSIBILITY OF USER DEPARTMENT:

• It is responsibility of all controlled copyholders to maintain the updated

copies and remove the obsolete copies from use.

• All controlled copy holders shall make available relevant procedures, work

instructions, formats and any other documentation to the employees working

under them. They ensure that procedures and work instructions are

understood and implemented in day to day working by concerned persons.

4.9 CONTROL ON EXTERNAL ORIGINAL DOCUMENTS:

• The external originated documents are as follows

a)National / international standards.

a) Various guidelines from government

These documents are properly identified and their distribution is controlled. 4.10 CONTROL OF DATA STORED IN ELECTRONIC MEDIA:

• Utmost care shall be taken while storing data in electronic media.

• Only authorised users shall be allowed to use the data.

• Wherever possible, data shall be protected by providing passwords.

• Regular back up shall be taken to avoid data loss or damage / corrupted.

• Data shall be protected from viruses by using latest anti-virus programs.

5.0 DOCUMENT REFERENCES:

Master List of Documents

Record of revision and distribution

Document change note.




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64

PROCEDURE FOR CONTROL OF RECORDS

1.0 PURPOSE:

To establish and maintain documented procedure for identification, collection,

indexing, access, filing, storage, maintenance & disposition of quality records.

2.0 SCOPE;

Applicable to all quality records of the organisation.

3.0 RESPONSIBILITY:

MR and department personnel.

4.0 PURPOSE:

4.1 MR shall prepare the list of Quality Records to be maintained across the

organisation & shall issue the same to the concerned.

4.2 IDENTIFICATION OF RECORDS: All files / register are identified by using

labels which indicates the reference no., description, the period to which the

contained records belong.

4.3 COLLECTION OF RECORD:

4.3.1 The origin of records & generating authorities are described in respective

Quality Procedures and Quality Manual.

4.3.2 Each department head shall ensure all the records recorded are legible by the

concerned users & specify the collection method in the list of records &

shall maintain the records safely.

4.4 INDEXING AND FILING OF RECORDS:

4.4.1 The individual records shall be indexed in chronological order or date/serial

nos. wise or subject of records as felt appropriate by department in charge.




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65

4.4.2 The records in the form of book copies shall be kept in chronological order

of period of period for each book which lead to easy retrieval of any record

needed.

4.4.3 The records shall be filed in a new file when the current file becomes bulky

for handling or after predetermined time period.

4.5 ACCESS OF RECORDS:

4.5.1 All the personnel performing various tasks addressed in the system shall

have access to any record required by them in connection with their work,

through the department in charge.

4.5.2 Whenever required, the records are made available for analysis, audit

propose and for any other reference purpose.

4.5.3 If contractually agreed, the appropriate quality records shall be made

available to the customers as and when required by M.R.

4.5.4 The records stored in departments or record room shall be provided adequate

protection from any type of damage, deterioration or loss.

4.5.5 DESPOSITION OF RECORDS: The records after the retention period is

completed, shall be destroyed by the department.

4.7 RETENTION PERID OF RECORDS.

4.7.1 The retention period for each record shall be mentioned in the list of quality

records, which is prepared and maintain by M.R.

4.7.2 Quality performance record like control charts, inspection reports shall be

retained as per guidelines issued by authority.

4.7.3 Records of internal quality audit and management review shall be retained

for the period of three years by M.R

4.7.4 However, for any other reasons, if felt necessary, any of the records shall be

retained further for time period needed by authority and destroyed

subsequently.

5.0 Document reference:

List of Quality records GR REF ZP /R/2961-295-T 30.05.64




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66

PROCEDURE FOR CONTROL OF NON CONFORMING PRODUCTS /

SERVICES

1.0 PURPOSE

To establish a procedure for handling the service non-conforming situations

to decide the disposition actions to ensure that only conforming service is

released under authorized concession.

2.0 SCOPE

Applicable to non-conforming service at all stages.

3.0 RESPONSIBILITY

All ZP Department staff.

4.0 PROCEDURE

4.1 Any deviation with respect to guidelines / order/ requirement noting / control

plan shall be treated as non-conformance.

4.2 Non-conformance during incoming stage

• The non-conformance observed during incoming inspection / verification

will be identified by the respective dept. & recorded in inward stock

register.

• SO shall inform the supplier.

• The necessary corrective action shall be taken as per the agreement.

• If disposition action is to reject, Rejected material shall be returned to

supplier.

4.3 Non-conformance occurring during service.

• The process non-conformances are noted down.

• The process non-conformances shall be reviewed by the SO & Dept

head. SO & Dept head shall decide the action & same shall be

recorded in Non-conformance Register.

• Once in a month detailed analysis of process non-conformances is

carried out.




Issued By: MR SIGN:


67

• If the non-conformance levels are above targets / repetitive non-

conformances are happenings, appropriate corrective / preventive

actions shall be initiated.

• Necessary corrective & preventive action shall be taken as per

procedure QP/MR/06.

4.4 Non-conformance occurring during final stage

• Concern Dept. Staff shall review non-conformity observed during final

stage, decide the disposition and shall record in Non-conformance

register.

• For acceptances under deviations, register for the same shall be updated

by Dept. in charge.

4.5 The disposition action during any stage shall be one of the following.

• Accept with or without repair, by concession.

• Reject & scrap.

• Rework to meet specified requirements.

• Re grade for alternative application.

4.6 Rework Instructions are made available wherever necessary by Dept. In

charge.

5.0 PROCESS MEASURABLE

MEASURABLE PARAMETER UOM DATA SOURCE

No. of non conformance in dept. Nos Non conformance

register

6.0 Document Reference

Procedure for corrective action / preventive action

7.0 Record Reference

Non-conformance register

Rejection analysis with CAPA




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68

PROCEDURE FOR INTERNAL QUALITY AUDIT

1.0 PURPOSE:

To plan and conduct internal quality audit in order to assure the implementation of

quality management system and to provide appropriate feedback to the

management to initiate corrective actions on the non conformities

2.0 SCOPE:

Quality management system of Riagad Zilla Parishad.

3.0 RESSPONSIBILITY

• Management representative

• Internal quality auditors

4.0 PROCEDURE

4.1 MR has the responsibility to plan and organize the internal quality audits.

4.2 Internal quality audits are conducted once in 3 months.

4.3 Internal quality audits are conducted according to the plan. The plan is for

entire year. Audit plans shall cover all applicable clause for quality

management system for Jalgaon Zilla Parishad

4.4 MR informs to all concern through internal quality audit schedule well in

advance with details of audit function, scope of audit, duration, date, time,

auditee responsible and auditors.

4.6 Auditors are independent of the functions to be audited.

4.7 Auditors are chosen from list of trained auditors..

Training records of the auditors are maintained with MR.




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69

4.8 Quality Manual, procedures and ISO 9001:2000 standard are the basis for

Audit. Auditor records all the observations in audit observation reports and on

the basis of audit observation reports, he/she identifies the nonconformity in

audit non conformity report.

4.9 Auditee responsible acknowledges the non-conformity and recommend the

proposed corrective actions along with completion target date in Audit Non-

conformity Report.

4.10 Based on corrective action required documents are identified. If preventive

action is required the same is identified by the auditee.

4.11 Auditors submits the non-conformance report duly acknowledged by the

auditee to the MR.

4.12 In case there is no non-conformance observed, it is informed to auditee.

4.13 The copy of non- conformance report of the audit is provided to auditee.

4.14 MR organizes for the follow up audit to verify the implementation of

proposed corrective action and / or preventive action taken and to verify the

effectiveness of implementation of corrective action and / or preventive

action.

4.15 These corrective action and / or preventive action taken are found satisfactory

then the MR closes the non-conformities.

4.16 The responsibility to maintain all records pertaining to the procedure lies with

MR for a minimum period of 3 years.




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70

5.0 PROCESS MEASURABLE:

Sr.

No.

Measurable

Parameters

UOM. Data Source Review

Frequency

1 Total nos. of NCRs

raised

Nos IQA observation

sheet

Quarterly

2 NC reported in

internal Vs external

audit

Ratio IQA reports Annually

6.0 DOCUMENT REFERENCES:

• List of internal quality auditors

7.0 RECORD REFERENCES:

• Internal quality audit annual plan

• Internal quality audit schedule

• Audit NC report




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71

NC REPORT FORMAT

Audit Round: NCR No:

Audit Date: NCR Date:

Area Audited: ISO Clause or Manual reference

Name of Auditee:

Name Of Auditor:

Nature of Non Conformance :( Description: To be filled by Auditor)

SIGN: Auditor:

Root Cause & Corrective Action (Description to be filled by the Auditee)

Date of Compliance:

SIGN: Auditee

Follow Up Audit Verification by Auditor

Date:

Name Of Auditor :

Remarks: Timely NC Closed/ NC Open & Remarks if any

SIGN: Auditor:

This format or the format of the auditing body is used for Ncs




Issued By: MR SIGN:


72

PROCEDURE FOR CORRECTIVE ACTION AND PREVENTIVE ACTION

1.0 PURPOSE;

To establish a procedure for taking corrective / preventive action for non

conforming situation to avoid re occurrence and to prevent occurrence of the same.

2.0 SCOPE:

This procedure is applicable to all service non conforming situation and customer

complaints.

3.0 RESPONSIBILITY:

• All the employees of the organisation.

3.0 PROCEDURE:

3.1 All the service non-conformances shall be handled as per procedure

QP/ MR/05.

3.2 Procedure for corrective action for the non-conformance at the

incoming inspection stage.

3.2.1 Need for corrective action shall be decided by concern staff to identify

the cause of non-conformance and to avoid its occurrence.

3.2.2 In case of repetitive and major non-conformance, the auditee shall

write the detail of the non conformance in corrective and preventive

format. He shall investigate for the root cause of the non-conformity

and the same shall be recorded in the above mentioned format.

3.2.3 In case of quality related customer complaints, dept. head shall write

the nature of customer complaint ( Non-conformance) in the

corrective and preventive action format. He shall investigate the root

cause of customer complaint (Non-conformity) and record in the

CAPA format.

3.2.4 The personnel responsible for taking corrective action shall take the

necessary action to eliminate cause of non –conformity.

The corrective action may be:




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• Change of documented procedure, work instruction, Control Plan,

Process Sheet etc.

• Training:- Training to concern personnel.

• Resource acquisition: Identification and acquisition of test equipment,

machinery, sub contractor etc.

4.2.5 The steps involved in corrective action

• Identifying the cause of non –conformance

• Deciding the action to be taken and responsibility for taking action

along with target date.

• Taking necessary action.

• Verification of action taken and to ensure its effectiveness.

4.2.6 The department head shall review all the non-conformities once in a

fortnight to assess the effectiveness of the corrective action. The

effectiveness of the corrective action can be judged by downward trend of

non-conformance.

4.2.7 The effectiveness of the corrective action shall be recorded in corrective

and preventive format.

4.2.8 Corrective action Impact: Where appropriate corrective action taken are

implemented to eliminate the cause of non-conformity to other similar

processes and services.

4.3 Procedure for taking Preventive action:

4.3.1 The need of preventive action shall be decided to identify potential cause of

non-conformance and to eliminate the cause in the similar areas / services.

4.3.2 The department head shall carry out preventive action based on the

following:

• Review of critical processes which affect service quality

• Review of service related NCR and Customer complaint.

• The department head shall organize a meeting once in fortnight to decide

preventive action & close the pending non-conformance. The details of the

preventive action shall be recorded in CAPA Format.




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• The department head shall follow up for

1. Whether the preventive action is taken.

2. Whether the preventive action is effective.

4.4 The effectiveness of the corrective and preventive action shall be discussed

during the management review meeting.

4.5 Handling of the customer complaint:

4.5.1 Dept Head shall receive customer complaint & the same shall be

recorded in the customer complaint register.

4.5.2 The dept head in consultation with Office superintendent shall review

the complaint. He shall take necessary corrective action and shall be

recorded in the customer complaint register.

4.5.3 Corrective & preventive action shall be carried out as per procedure

QP/MR/06.

4.5.4 The MR shall prepare the summery statement of the customer

complaints received & action taken & their effectiveness. The same

shall be reviewed during the management review Meeting.

5 Process Measurable:

Sr.

No.

Measurable

Parameters

UOM. Data Source Review

Frequency

1 Customer complaints

received

Nos Customer complaint

register

Quarterly

2 CAPA Nos CAPA reports Quarterly

6 DOCUMENT REFERENCES:

• Control of non conforming service procedure

7 RECORD REFERENCES:

• Corrective and preventive action form.

• Customer complaint register




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ANNEXURE V


PARISHAD



Issued By: MR SIGN:


AMENDMENT SHEET

Doc. No. New

Revision

No.

Revision

Date

Nature of Change Approved

By

END OF DOCUMENT