quality manual€¦ · iso 9001:2015 quality manual 2 of 48 controlled document: kmd 2018 document...

KMD Company Ltd. Issue Date: 1.1.2018

Effective Date: 1.1.2018

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ISO 9001:2015 Quality Manual

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Controlled Document: KMD 2018

ISO 9001: 2015

QUALITY MANUAL

Prepared By: Senior Management Team Approved By: Top Management Group

Sign: Sign:

Name: Myat Mon (Ms.) Name: Ronald Aung Moe Shwe

Designation: Senior Manager, HR

Designation: CEO

Date: March 31, 2018

Date: April 5, 2018

KMD Company Limited

Quality Manual

KMD Company Ltd.

Issue Date: 1.1.2018


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ISO 9001:2015 Quality Manual

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DOCUMENT HISTORY

Issue # Date Amendment Page

Number (s) Approved by

01 April 7, 2011

ISO 9001:2008 requirement

All Senior Management Team

02 April 11,

2013 Review and Amendment Suggestions

All Board of Directors

03 April 24,

2015 Review and Amendment Suggestions


04 May 2, 2017

Update:ISO 9001:2015 All BOD and Top

Management Group

05 April 5, 2018

Review and Amendment Suggestions


COMMERCIAL REGISTRATION

COMPANY NAME KMD Co., Ltd.

ADDRESS 331, Pyay Road, Myaynigone, Sanchaung Township, Yangon

TELEPHONE NUMBER 01-502233, 01-381129

TELE FAX NUMBER 375334

CONTACT PERSON Myat Mon (Ms.), Phyu Phyu Mar (Ms.)

EMAIL ADDRESS [email protected], [email protected]

WEBSITE http://www.kmd.com.sg http://www.kmd.com.mm

mailto:[email protected]

mailto:[email protected]

http://www.kmd.com.sg/

http://www.kmd.com.mm/

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CONTENTS

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Contents ISO 9001: 2015 ................................................................................................................. 1

QUALITY MANUAL ............................................................................................................. 1

A. FOREWORD ................................................................................................................ 5 B. COMPANY PROFILE ................................................................................................... 7 1.0 SCOPE ........................................................................................................................ 9 2.0 NORMATIVE REFERENCES ..................................................................................... 10 3.0 TERMS AND DEFINITIONS ....................................................................................... 11 4.0 CONTEXT OF THE ORGANIZATION ........................................................................ 14 4.1 Understanding the organization and its context .......................................................... 14 4.2 Understanding the needs and expectations of interested parties ................................ 14 4.3 Determining the scope of the integrated management system ................................... 14 4.4 Management system and its process ......................................................................... 15 5.0 LEADERSHIP ............................................................................................................ 18 5.1 Leadership and commitment ...................................................................................... 18 5.1.1 General ...................................................................................................................... 18 5.1.2 Customer focus .......................................................................................................... 18 5.2 Quality Management System Policy ........................................................................... 18 5.2.1 Establishing the Quality Management System policy .................................................. 18 5.2.2 Communicating the QMS policy ................................................................................. 19 5.3 Organizational roles, responsibilities and authorities .................................................. 19 6.0 PLANNING ................................................................................................................. 20 6.1 Actions to address risks and opportunities.................................................................. 20 6.1.1 General ...................................................................................................................... 20 6.1.2 Compliance obligations .............................................................................................. 20 6.1.3 Planning actions ......................................................................................................... 20 6.2 Management system objectives and planning to achieve them .................................. 20 6.2.1 Management system objectives ................................................................................. 20 6.2.2 Planning actions to achieve Management system objectives ..................................... 22 6.3 Planning of changes ................................................................................................... 23 7.0 Support ...................................................................................................................... 24 7.1 Resources .................................................................................................................. 24 7.1.1 General ...................................................................................................................... 24 7.1.2 People ........................................................................................................................ 24 7.1.3 Infrastructure .............................................................................................................. 33 7.1.4 Environment for the operation of processes ............................................................... 33 7.1.5 Monitoring and measuring resources .......................................................................... 33 7.1.6 Organizational knowledge .......................................................................................... 34 7.2 Competence ............................................................................................................... 34 7.3 Awareness ................................................................................................................. 35 7.4 Communication .......................................................................................................... 35 7.4.1 Internal Communication .............................................................................................. 35 7.4.2 External Communication ............................................................................................ 36 7.5 Documented Information ............................................................................................ 36 7.5.1 General ...................................................................................................................... 36 7.5.2 Creating and updating ................................................................................................ 36 7.5.3 Control of documented information ............................................................................. 36

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8.0 OPERATION ................................................................................................................ 38 8.1 Operational planning and control ................................................................................ 38 8.2 Requirements for products and services .................................................................... 38 8.2.1 Customer communication ........................................................................................... 38 8.2.2 Determining the requirements for products and services ............................................ 38 8.2.3 Review of the requirements for products and services ............................................... 39 8.2.4 Changes to requirements for products and services ................................................... 39 8.3 Design and development of products and services ..................................................... 39 8.4 Control of externally provided processes, products and services ................................ 39 8.4.1 General ...................................................................................................................... 39 8.4.2 Type and extent of control .......................................................................................... 40 8.4.3 Information for external providers ............................................................................... 40 8.5 Production and service provision ................................................................................ 41 8.5.1 Control of service provision ........................................................................................ 41 8.5.2 Identification and traceability ...................................................................................... 41 8.5.3 Property belonging to customers or external providers ............................................... 41 8.5.4 Preservation ............................................................................................................... 41 8.5.5 Post-delivery activities ................................................................................................ 41 8.5.6 Control of changes ..................................................................................................... 42 8.6 Release of products and services ............................................................................... 42 8.7 Control of nonconforming outputs ............................................................................... 42 9.0 PERFORMANCE EVALUATION ................................................................................ 44 9.1 Monitoring, measurement, analysis and evaluation .................................................... 44 9.1.1 General ...................................................................................................................... 44 9.1.2 Customer satisfaction ................................................................................................. 44 9.1.3 Analysis and evaluation .............................................................................................. 44 9.1.4 Evaluation of compliance ............................................................................................ 45 9.2 Internal audit .............................................................................................................. 45 9.3 Management Review .................................................................................................. 46 9.3.1 General ...................................................................................................................... 46 9.3.2 Management review inputs ......................................................................................... 46 9.3.3 Management review outputs....................................................................................... 47 10.0 IMPROVEMENT ......................................................................................................... 48 10.1 General ...................................................................................................................... 48 10.2 Nonconformity and corrective action........................................................................... 48 10.3 Continual Improvement .............................................................................................. 48

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A. FOREWORD

KMD Company Ltd has developed and implemented this Quality Management Systems (QMS) in order to improve the overall performance of its entire entities for sustainable development initiatives, as well as to get and maintain the standard procedures and processes of its work flows throughout its whole system. Also, the purposes of the QMS include:

The ability to consistently provide services (ICT Educational Trainings and

related services) that meet customer (Students, Learners) and applicable Statutory and regulatory requirements;

Facilitating opportunities to enhance customer satisfaction; Addressing risks and opportunities associated with its context and

objectives;

The ability to demonstrate conformity to specified QMS requirements. The principal purpose of the Quality Management System Manual is to define and describe the QMS, to define the responsibility, accountability and authority of the management personnel involved in the operation of the system, and to provide a general and essential description of the requirements of the standards as they apply to KMD Company Ltd. The manual is divided into ten sections (namely: Scope, Normative references, Terms and definitions, Context of the organization, Leadership, Planning, Support, Operation, Performance evaluation, Improvement) that correlate to the QMS sections of the ISO 9001:2015. This manual describes the QMS, defines and outlines authorities, inter relationships and responsibilities of the personnel responsible for performing within the system. The manual also provides procedures, processes, mechanisms, related references for all activities comprising the QMS to ensure compliance to the necessary requirements of the standard. This manual is used internally to guide the company’s employees through the various requirements of the ISO 9001:2015 that must be met and maintained in order to ensure interested parties’ satisfaction, continuous and sustainable improvements, and provide the necessary instructions, directions and guidelines that create an empowered work force that is supposed to be efficient, reliable and qualified to perform all its tasks. This manual is used externally to introduce our QMS to all relevant stakeholders such as our customers and other external organizations, suppliers, communities or individuals. The manual is used to familiarize and acknowledge them with the systematic controls that have been implemented and to assure them that the integrity

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of the QMS is maintained and focused on interested parties’ satisfaction and continuous improvement.

Mr. Ronald Aung Moe Shwe CEO:

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B. COMPANY PROFILE

KMD was established in 1986, and incorporated as private company known as KMD Company Limited in 1993. At present, KMD Company Ltd. has been specializing in ICT Education Trainings, and other businesses include ICT Products Sales and Services, Channel Distributions, Enterprise Solutions, Maintenance & Rental Services and Software Development. Most of those products are well accepted since last decades by regular customers/buyers in markets nationwide, including individuals, corporate and enterprise buyers, government and non-government organizations. Backed by more than 30 years of experiences in the ICT industry, KMD strongly managed to establish its proven records of brand image and reputation as the greatest one of the most well-known and leading ICT companies in Myanmar.

See attach file. (KMD Profile.docx)

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KMD Institute (KMD Education Services)

KMD Institute (KMD Education Services) Work Flow supported and implemented by Training, Business, Finance, HR, Admin and Information Departments is mentioned as below diagram.

Certification Ceremony

Teaching (NCC, UDE, SE, NE, LCCI, Training

Application Courses)

Class Room

Allocation

Attendance Taking

Approvement of Certificate

User Registration

At least 75% attendance

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1.0 SCOPE

The manual outlines the policies, procedures and requirements of the QMS. The system is structured to comply with the requirements of the International Standard ISO 9001:2015

It is emphasized that the QMS requirements specified in this standard are complimentary (not alternative) to contractual law and regulatory requirements.

The objective of having QMS Manual is to have all appropriate standards in one platform which is feasible to achieve within the policies and procedures of KMD. It includes:

User friendly management system

Simplicity and Systematic Better control and manage Effective, efficient, reliable and productive

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2.0 NORMATIVE REFERENCES

The following documents were used as reference during the preparation of the QMS:

ISO 9001:2015 Quality Management Systems requirements ISO 9000:2015 Quality management systems - Fundamentals and

vocabulary

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SE Software Engineering Department NE Network Engineering Department HR Human Resource Department PO Policy PR Procedure RE Form ISO International Organization for Standardization QMS Quality Management System QMR Quality Management Control ADM Admin Department TRN Training Department FIN Finance Department BIZ Business Development Department DIT Diploma in IT Department UDE University of Distance Education Department NCC NCC Department MRM Management Review Meeting IAF Internal Audit INFO Information Department LCCI LCCI Department

Acceptable Risk Risk that has been reduced to a level that can be tolerated by the organization having regard to its legal obligations and its own QMS Policy.

Audit Systematic, independent and documented process for obtaining audit evidence and evaluating it objectively to determine the extent to which the audit criteria are fulfilled.

Auditor Person with the competent to conduct an audit.

Competence Ability to apply knowledge and skills to achieve intended results.

Compliance

Legal requirements and other requirements that company has to

Conformity Fulfilment of a requirement.

Continual Improvement

Process of enhancing the QMS system to achieve improvements in overall company’s performance in line with company’s integrated policy.

Corrective Action Action to eliminate the cause of detected nonconformity.

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Documented Information

Information required be controlling and maintaining by company and the medium on which it is contained.

Effectiveness Extent to which planned activities are realized and planned results achieved.

Indicator Measurable representation of the condition or status of operations, management or conditions

Quality Management

System (QMS)

A Quality Management System which covers all the clauses and requirements of ISO 9001 Standard.

Interested Parties Satisfaction

The term refers to fulfilling the requirements and exceed the expectations of customers, society, and employees by assuring the Service conformity to the customers, maintaining the better environment and safety to the society and employees. This can be achieved by the effective implementation of QMS including applicable legal and statutory requirements.

Interested Parties Individual or group like customers, society, employees, and persons working for or on behalf of organization and others concerned with or affected by the decision or activity of the organization.

Management System

Set of interrelated or interacting elements of company to Establish policies and objectives and processes to achieve those objectives.

Measurement Process to determine a value.

Monitoring Determining the status of system, a process or an activity.

Non conformance Any deviation from work standards, practices, procedures, regulations, QMS performance Etc. that could either directly or indirectly lead to unintended use or lead to property damages, damage to company work place environment or a combination of these. Non-fulfilment of a requirement.

Objectives Overall goal, consistent with the company policy that an organization sets itself to achieve. Results to be achieved.

Organization

Persons or group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives.

Outsource Make an arrangement where external organization performs part of company function or process and supply products or services.

Performance Measurable results of process, procedure, activity related to Quality Management System.

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Policy Intentions and direction of an organization related performance as formally expressed by our top management.

Process Set of interrelated or interacting activity which transforms inputs into output.

Procedure Specified way to carry out an activity or a process

QMS Policy It is an QMS policy and statement of the company of its intention and principles in relation to its overall performance, which provides a frame work for action and for the setting of its objectives and targets

Requirement Need or expectation that is stated, generally implied or obligatory.

Risk Combination of the likelihood and consequences of specified hazardous event occurring delay the process and effect the Organization Objectives.

Risk Assessment Overall process of estimating the magnitude of risk and deciding whether or not the risk is tolerable. Effect of uncertainty.

Risks and Opportunities

Potential adverse effects (threats) and potential beneficial effects (opportunity).

Workplace Any physical location in which work related activities are performed under the control of the KMD Company Ltd

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4.1 Understanding the organization and its context

The top management of KMD Company Ltd has already got aware and determined the internal issues that are relevant to the company purpose and its strategic direction, and that affect its ability to achieve the intended results of QMS to satisfy the requirements of ISO 9001:2015.

The top management and senior management will monitor and review information related to these external and internal issues which may be positive and negative factors or conditions. The external context can be facilitated by considering issues arising from legal, technological, competitive, market, cultural, social and economic environments, whether they are international, national, regional or local. Whereas, internal context can be facilitated and managed by considering issues related to values, culture, knowledge and performance of the organization.

Document No Document Name

- Context of Organization

See attach file – QMR/Pr/001

4.2 Understanding the needs and expectations of interested parties

The top management and senior management of KMD Company Ltd will monitor and review information about interested parties and their relevant requirements and effects or potential effect on its ability to provide services that meet customer and applicable statutory and regulatory requirements by determining the following:

a) The interested parties that are relevant to the QMS; b) The requirements of these interested parties that are relevant to the QMS

Management System.

See attach file – “Interested Parties Lists, Internal and External Issues”_ QMS/RE/011

4.3 Determining the scope of the integrated management system

The top management and senior management of KMD Company Ltd has determined the boundaries and applicability of the QMS to establish the scope of operations. While determining the scope, KMD Company Ltd. has considered the following:

a) The external and internal issues related to company operations and procedures

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b) The requirements of interested parties c) Services of the company The management of KMD Company Ltd. has applied all the requirements referred above within the scope of company operations.

The scope of the QMS covers:

“Providing Education Training Services for International Information and Communication Technology (ICT), Accounting and Management Education related courses”

Our Trainings include:

1. Degree Course BIT (with long name) from UoG (University of Greenwich)

2. Diploma Courses -Overseas i) First Year L4DC (with long name) from NCC, U.K ii) Second Year L5DC (with long name) from NCC, U.K iii) SQA Computing/ HND -Local

i) Diploma in IT ii) Diploma in Web Development iii) Diploma in Network Communication iv) Diploma in Business information System

3. Mid-term Courses i) Network Engineering ii) Software Engineering

4. Vocational Courses i) Huawei ii) City & Guilds iii) Microsoft iv) LCCI/ Accounting

5. Short-term Courses i) Application Courses ii) Kid Courses

6. Special User Courses

4.4 Management system and its process

The QMS has been structured with the quality of the product in mind, and the procedures contained therein are changed in a controlled manner. Each department has list of job descriptions for any post that has some bearing on the quality of the product.

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President Key responsibility of President includes

Development, maintenance, communication and monitoring of company policy and strategic objectives including TQM Policy

Development, maintenance and monitoring of procedures to ensure that TQM policy is adhered in doing all business activities

CEO CEO takes responsibility of company policy formulation and implementation. Key responsibility of CEO includes

Exploring and maintaining strategic partners and clients in order to improve prosperity and sustain growth of the company

Capturing knowledge and technical know-how from overseas in order to improve business process and working environment

Exploring new market opportunities continuously by demonstrating success story of the company

Implementation and monitoring of company procedures in line with the strategic quality objectives and TQM policy

Planning, organizing and control of company resources including human resources

Overall management of company process to ensure that suitable and appropriate products are produced according to demands from markets Director Key responsibility of Director includes

Plan an effective training strategy and develop the company training department

Creation and development of all training materials including trainer guides, Training video or audio, participant materials and evaluation systems

Facilitate the planning and delivery of programs and strategies jointly with local and corporate stakeholders

Train the trainer and conduct various training classes for the various departments

Develops and manages a strong training team (i.e. hires, trains, appraises, rewards, motivates, disciplines, etc.) ensuring that appropriate subject knowledge and skills are developed with each individual

QMS Coordinator QMS Coordinator has been appointed and his/her duties include:

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To ensure an effective quality management system is established, implemented and maintained

Reporting to the top management about the performance and any need for continuous improvement

Creating awareness of customer requirements throughout the organization

Liaison with external parties on matters related to the QMS.

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5.0 LEADERSHIP

5.1 Leadership and commitment

5.1.1 General

The top management of KMD Company Ltd. has demonstrated and proven leadership and commitment with respect to Quality Management System by:

a) Taking accountability for the effectiveness of the Quality Management System;

b) Ensuring that the QMS policies and objectives are established and are compatible with the context and strategic direction of the organization;

c) Ensuring the QMS requirements into the company’s business processes; d) Promoting the use of process approach and risk-based thinking; e) Ensuring that the resources needed for the QMS are available; f) Communicating the importance of effective QMS and it is conforming to the

above referred international standards. g) Ensuring that the QMS achieves its intended results; h) Engaging, directing and supporting persons to contribute to the effectiveness

of the QMS; i) Promoting improvement and sustainable achievement; j) Supporting other relevant management roles to demonstrate their leadership

as it applies to their areas of responsibility.

5.1.2 Customer focus

The Management of KMD Company Ltd. has demonstrated and proven leadership and commitment with respect to customer focus by ensuring that:

a) Customer and applicable statutory and regulatory are determined, understood and consistently met:

b) The risks and opportunities that can affect conformity of services and the ability to enhance customer satisfaction are determined and addressed.

c) The focus on enhancing customer satisfaction is maintained.

5.2 Quality Management System Policy

5.2.1 Establishing the Quality Management System policy

The top management of KMD Company Ltd. has established, implemented and maintained a QMS Policy which is appropriate to the purpose and context of the organization and supports company strategic direction with a framework for setting QMS objectives and, commitment to satisfy applicable legal requirements and to continual improvement of QMS.

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5.2.2 Communicating the QMS policy

The top management and senior management of KMD Company Ltd. ensures that the QMS policy is communicated, understood and applied within company and made available to relevant interested parties as appropriate.

5.3 Organizational roles, responsibilities and authorities

The top management and senior management of KMD Company Ltd. has assigned and communicated and made understood the responsibilities and authorities to the employees within the organization and ensures:

a) QMS conforms to the requirements of international standards. b) The processes are delivered as per the intended outputs. c) Report on the performance of QMS and on opportunities for improvement, in

particular to top management; d) Ensure the promotion of customer focus throughout the company Ensure that the integrity of QMS system is maintained when changes to the system is maintained when changes to the system are planned and implemented.

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6.0 PLANNING

6.1 Actions to address risks and opportunities

6.1.1 General

The top management of KMD Company Ltd. has explored and identified the risks and opportunities when planning the QMS and, applicable requirements and the expectations of interested parties. Risk and opportunities are defined by addressing the need for:

a) Ensuring the QMS can achieve its intended results b) Enhancing desirable effects c) Achieving improvement

The top management and senior management of KMD Company Ltd. has planned necessary actions for the identified risks and opportunities related to its context and how to integrate and implement the actions into its QMS processes and evaluate the effectiveness of these actions.

6.1.2 Compliance obligations

KMD Company Ltd. has established Risk associated with its context and maintained documented information for its compliance information: a) Determined and having access to compliance obligations related to its QMS. b) Determined how these compliance obligations apply to company. c) Taking these compliance obligations into account when establishing,

implementing, maintaining and continually improving its QMS.

6.1.3 Planning actions

KMD Company Ltd. has established, implemented and maintained documented information related to its scope of operations taking into its severity and significance, compliance obligations, risk and opportunities. Plans are defined to integrate and implement the actions for its QMS processes and evaluate the effectiveness of these actions.

6.2 Management system objectives and planning to achieve them

6.2.1 Management system objectives

The top management of KMD Company Ltd. has established QMS objectives at its relevant functions and processes needed for QMS.

The QMS objectives are:

a) consistent with QMS Policy.

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b) are SMART (specific, measurable, achievable, realistic, and time-based). c) taking into account applicable requirements. d) relevant to conformity of services to enhance customer satisfaction. e) continuously monitored, communicated and updated as appropriate.

Quality Objectives:

To provide high quality standard in IT education To catch-up rapid pace of changes in technologically-spawned IT education To explore and arrange more training opportunities

To equip with a collection of knowledge of trends and innovations in IT education

To assure the quality of education it was delivering

To motivate to involve in continuous nature of IT education

OUR QUALITY POLICY

“We are dedicated, and will always be devoted to satisfy, gratify or fulfil our customers’ needs in sustainable and financially manageable manners by: 1) planning strategically, tactically, and operationally; 2) providing products & services competitively, and beneficially for both parties; 3) reviewing them practically and regularly without bias; 4) and taking corrective actions timely and effectively; so that all our providing of products, services, and quality can be continually improved time after time."

KMD ၏အရညအေသြးဆငရာမ၀ါဒမား

ကၽြႏပတ႔သည Customer မား၏ လအပခကမား ျပညမ စတခမးသာ ေကနပ ေစရန ေအာကပါ အခကမားျဖင စဥဆကမျပတ ႀကးပမးေဆာင႐ြက သြားမည ျဖစပါသည။ ၁။ စနစတက၊ လကေတြ႔ကက ႀကတငစစဥျခငး။ ၂။ သငတနးမားႏင သငၾကားမႈမားက ႏစဥးႏစဘကအကးရေအာင အၿပင အဆငရစြာ ဝနေဆာငမႈေပးျခငး။ ၃။ လပငနးလပေဆာငခကမားအား လကေတြ႔ကက ႏင ဘကလကမႈမပါဘ ျပနလညသးသပသြားျခငး။ ၄။ အခနႏငတေျပးည ျပငဆငသငသည မားက ထထေရာကေရာက ေျပာငးလ ျပငဆငျခငး။

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ထသ႔ေဆာငရြကျခငးအားျဖင ကၽြႏပတ႔၏ ထတကနပစၥညးမား၊ ဝနေဆာငမႈ မားႏင အရညအေသြးတ႔သည အခနႏငအမ စဥဆကမျပတ တးတကေန မညျဖစသည။ Our company’s policy is communicated to all employees and continually reviewed for suitability. CEO of the company approved the company mission statement and quality policy. In order to ensure that it is understood and implemented at all levels throughout the company, the Quality Policy is displayed at all operating sites, translated in local language, and awareness sessions are conducted to train the employees.

6.2.2 Planning actions to achieve Management system objectives

The top management of KMD Company Ltd. has developed QMS Objectives when planning the achievement of its QMS Management by determining:

a) Objectives – what will be done b) What resources are required c) Responsibilities for achieving these objectives d) Time frame and schedule e) Monitoring and measuring - how the results will be evaluated. Planned Activities

Serial Activities Responsible by

Target

1 Preparing monthly timetable/course

Admin Manager (Info Dept)

Timely (According to the course schedule)

2 Full Enrolment Rate (100%) according to plan

Staff (Info Dept) Every course

3 Attendance rate (75%-100%) Lecturer Every course period

4 Issuing certificate Incharge Every month

5 Preparing graduation ceremony Training Manager

Every month

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Measurement Plan for Quality Objectives

Objective: Measure: Progress report:

To provide high quality standard in IT education

1) monitor teaching facilities & aids 2) monitor course contents 3) monitor teaching staff

QMS/RE/009

To catch-up rapid pace of changes in technologically-spawned IT education

1) monitor course contents 2) update contents

QMS/RE/009

To explore and arrange more training opportunities

1) monitor opening of new class 2) monitor opening of new course

QMS/RE/009

To equip with a collection of knowledge of trends and innovations in IT education

1) monitor teaching facilities & aids 2) monitor course contents 3) monitor seminars

QMS/RE/009

To assure the quality of education it was delivering

1) monitor teaching staff 2) monitor student attendance 3) monitor certification released to student

QMS/RE/009

To motivate to involve in continuous nature of IT education

1) encourage student’s self-studying

QMS/RE/009

6.3 Planning of changes

The top management of KMD Company Ltd. has determined the need for changes to the QMS, the changes are carried out in a planned manner considering the:

a) Purpose of the changes and their potential consequences; b) Integrity of the management system; c) Allocation or reallocation of responsibilities and authorities;

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7.0 Support

7.1 Resources

7.1.1 General

The top management of KMD Company Ltd. has determined and provided the resources needed for the establishment, implementation, maintenance and continual improvement of the QMS by considering the following:

a) The capabilities of and constraints on existing resources; b) What needs to be obtained from external providers;

7.1.2 People

The top management of KMD Company Ltd. has determined and provided the persons necessary for the effective implementation of its QMS and for the operations and control of its processes. The company has established competency requirements for all the levels as documented information.

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1. Skill Assessment Matrix for Management

Key: A- High Priority B- Moderate Priority C- Low Prior

Designation of Key Personnel

Educa

tional Q

ualif

ication

Experience

in r

ela

ted fie

ld (

Years

)

Com

munic

ation S

kill

s

Leaders

hip

skill

s

ISO

9001:2

015 A

ware

ness

Qualit

y O

bje

ctiv

es

Qualit

y P

olic

y

Com

pute

r Skill

s (S

oft

ware

& M

S O

ffic

e o

r

any o

ther

required b

y t

he r

ela

ted job)

Abili

ty t

o w

ork

in T

eam

Hard

ware

Know

ledge

Netw

ork

ing K

now

ledge

Loca

l &

Fore

ign L

anguage (

Ora

l &

Writt

en)

A.

Job R

esp

onsi

bili

ty

Exce

llent

Know

ledge a

bout

pro

duct

s

& s

erv

ice

Quic

k R

esp

onse

s of cu

stom

er

Inquiry

Cust

om

er

Handlin

g (

Satisf

act

ion a

nd

follo

w u

p o

f co

mpla

int)

Honest

y &

Punct

ualit

y

Ris

ks

and O

pport

unitie

s

CEO

Gra

duate

10 +

Years

A A A A A A A B B A A A B − A B

Director

Gra

duate

10+

Years

A A A A A A A B B A A A B − A B

General Manager

Gra

duate

10 +

Years

A A A A A B A B B A A A B A A B

Manager

Gra

duate

5 +

Years

A A A A A B A B B A A A A A A B

Office Staff

Gra

duate

1 +

Years

B B B A A A A B B B B B B B A B

Quality Manual

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2. Skill Assessment Matrix for NCC, UDE, NE, SE, Training


Educa

tional Q

ualif

ication

Experience

in r

ela

ted fie

ld (

Years

)

Com

munic

ation S

kill

s

Leaders

hip

skill

s

ISO

9001:2

015 A

ware

ness

Qualit

y O

bje

ctiv

es

Qualit

y P

olic

y

Com

pute

r Skill

s (S

oft

ware

& M

S O

ffic

e

or

any o

ther

required b

y t

he r

ela

ted job)

Abili

ty t

o w

ork

in T

eam

Hard

ware

Know

ledge

Netw

ork

ing K

now

ledge

Loca

l &

Fore

ign L

anguage (

Ora

l &

Writt

en)

A.

Job R

esp

onsi

bili

ty

Exce

llent

Know

ledge a

bout

pro

duct

s

& s

erv

ice

Quic

k R

esp

onse

s of cu

stom

er

Inquiry

Cust

om

er

Handlin

g (

Satisf

act

ion

and follo

w u

p o

f co

mpla

int)

Honest

y &

Punct

ualit

y

Ris

ks

and O

pport

unitie

s

Training Manager

Gra

duate

10+

Years

A A A A B B A B B A A A A A B B

Assistant Training Manager G

raduate

10+

Years

A A A A B A A B B B A A A A B B

Senior Lecturer

Gra

duate

5 +

Years

A A A B B A A B B B A A A A B B

Lecturer

Gra

duate

5 +

Years


Assistant Lecturer

Gra

duate

5 +

Years


In-charge

Gra

duate

3 +

Years

A B A B B A A B B C A A A B B B

Senior Instructor

Gra

duate

2+

Years

A B B B C A A B B C A A A B B B

Demonstrator

Gra

duate

1.5

+Years

B B B B C B B B B C B B B B B B

Instructor

Gra

duate

1+

Year

s B B B B C B B B B C B B B B B B


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3. Skill Assessment Matrix for LCCI


Educa

tional Q

ualif

ication

Experience

in r

ela

ted fie

ld (

Years

)

Com

munic

ation S

kill

s

Leaders

hip

skill

s

ISO

9001:2

015 A

ware

ness

Qualit

y O

bje

ctiv

es

Qualit

y P

olic

y

Com

pute

r Skill

s (S

oft

ware

& M

S O

ffic

e o

r

any o

ther

required b

y t

he r

ela

ted job)

Abili

ty t

o w

ork

in T

eam

Hard

ware

Know

ledge

Netw

ork

ing K

now

ledge

Loca

l &

Fore

ign L

anguage (

Ora

l &

Writt

en)

A.

Job R

esp

onsi

bili

ty

Exce

llent

Know

ledge a

bout

pro

duct

s

& s

erv

ice

Quic

k R

esp

onse

s of cu

stom

er

Inquiry

Cust

om

er

Handlin

g (

Satisf

act

ion a

nd

follo

w u

p o

f co

mpla

int)

Honest

y &

Punct

ualit

y

Ris

ks

and O

pport

unitie

s

Course Manager (External Lecturer)

Gra

duate

5 +

Years

A A B A A A A C C A A A A A B B

Senior Instructor

Gra

duate

2 +

Years

A B B A A A A C C B A A A A B B

Instructor

Gra

duate

1 +

Years

A C B A A A A C C B A A A A B B


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4. Skill Assessment Matrix for Biz


Educa

tional Q

ualif

ication

Experience

in r

ela

ted fie

ld (

Years

)

Com

munic

ation S

kill

s

Leaders

hip

skill

s

ISO

9001:2

015 A

ware

ness

Qualit

y O

bje

ctiv

es

Qualit

y P

olic

y

Com

pute

r Skill

s (S

oft

ware

& M

S O

ffic

e

or

any o

ther

required b

y t

he r

ela

ted job)

Abili

ty t

o w

ork

in T

eam

Hard

ware

Know

ledge

Netw

ork

ing K

now

ledge

Loca

l &

Fore

ign L

anguage (

Ora

l &

Writt

en)

A.

Job R

esp

onsi

bili

ty

Exce

llent

Know

ledge a

bout

pro

duct

s

& s

erv

ice

Quic

k R

esp

onse

s of cu

stom

er

Inquiry

Cust

om

er

Handlin

g (

Satisf

act

ion

and follo

w u

p o

f co

mpla

int)

Honest

y &

Punct

ualit

y

Ris

ks

and O

pport

unitie

s

Manager

Gra

duate

10 +

Years

A A B A B A A A B A A A A A B B

Assistant Manager

Gra

duate

5 +

Years

A A B B B B A B B A A A A A B B

Supervisor

Gra

duate

3 +

Years

A A B B B B A B B A A A A A B B

Business Executive

Gra

duate

2 +

Years

A B B B B B B B B B A A B A B B

Junior Business Executive

Gra

duate

1 +

Years

A B A B B A B B B B B B B B B B


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5. Skill Assessment Matrix for HR



Educa

tional Q

ualif

ication

Experience

in r

ela

ted fie

ld

(Years

)

Com

munic

ation S

kill

s

Leaders

hip

skill

s

ISO

9001:2

015 A

ware

ness

Qualit

y O

bje

ctiv

es

Qualit

y P

olic

y

Com

pute

r Skill

s (S

oft

ware

& M

S

Offic

e o

r any o

ther

required b

y t

he

rela

ted job)

Abili

ty t

o w

ork

in T

eam

Hard

ware

Know

ledge

Netw

ork

ing K

now

ledge

Loca

l &

Fore

ign L

anguage (

Ora

l

& W

ritt

en)

A.

Job R

esp

onsi

bili

ty

Exce

llent

Know

ledge a

bout

pro

duct

s &

serv

ice

Quic

k R

esp

onse

s of cu

stom

er

Inquiry

Cust

om

er

Handlin

g (

Satisf

act

ion

and follo

w u

p o

f co

mpla

int)

Honest

y &

Punct

ualit

y

Ris

ks

and O

pport

unitie

s

Manager

Gra

duate

10+

year

s A A A A A B B B B A A B B B B B

Supervisor

Gra

duate

5+

years

A A A A A B B B B A A B B B B B

Sr. HR Associate II G

raduat

e

3+

years

A A A B B A A B B B B B B B B B

Sr. HR Associate I

Gra

duate

2+

years

A B B B B A B B B B B B B B B B

HR Associate II

Gra

duate

2+

years


HR Associate I

Gra

duate

1+

years

B B B C C B B B C B B C B B B B

Jr. HR Associate

Gra

duate

1+

years

B C B C C B B C C B B C B B B B

Quality Manual

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6. Skill Assessment Matrix for Info


Educa

tional Q

ualif

ication

Experience

in r

ela

ted fie

ld (

Years

)

Com

munic

ation S

kill

s

Leaders

hip

skill

s

ISO

9001:2

015 A

ware

ness

Qualit

y O

bje

ctiv

es

Qualit

y P

olic

y

Com

pute

r Skill

s (S

oft

ware

& M

S O

ffic

e o

r

any o

ther

required b

y t

he r

ela

ted job)

Abili

ty t

o w

ork

in T

eam

Hard

ware

Know

ledge

Netw

ork

ing K

now

ledge

Loca

l &

Fore

ign L

anguage (

Ora

l &

Writt

en)

A.

Job R

esp

onsi

bili

ty

Exce

llent

Know

ledge a

bout

pro

duct

s

& s

erv

ice

Quic

k R

esp

onse

s of cu

stom

er

Inquiry

Cust

om

er

Handlin

g (

Satisf

act

ion a

nd

follo

w u

p o

f co

mpla

int)

Honest

y &

Punct

ualit

y

Ris

ks

and O

pport

unitie

s

Admin Manager

Gra

duate

10 +

years

A A A A A B B B B A A A B B A B

Assistant Admin Manager

Gra

duate

5 +

years


Coordinator

Gra

duate

3 +

years


Supervisor II

Gra

duate

3 +

years

A A A B B B A A B A A B B B A B

Supervisor I

Gra

duate

2 +

years

A A B B B B B B B B B B B B A B

Receptionist II

Gra

duate

1 +

years

A B B B B B B B B B B B B B A B

Receptionist I

Gra

duate

1 +

years

B C B C C B B C C B B B B B A B


Quality Manual

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7. Skill Assessment Matrix for Exam Department


Educa

tional Q

ualif

ication

Experience

in r

ela

ted fie

ld (

Years

)

Com

munic

ation S

kill

s

Leaders

hip

skill

s

ISO

9001:2

015 A

ware

ness

Qualit

y O

bje

ctiv

es

Qualit

y P

olic

y

Com

pute

r Skill

s (S

oft

ware

& M

S O

ffic

e o

r

any o

ther

required b

y t

he r

ela

ted job)

Abili

ty t

o w

ork

in T

eam

Hard

ware

Know

ledge

Netw

ork

ing K

now

ledge

Loca

l &

Fore

ign L

anguage (

Ora

l &

Writt

en)

A.

Job R

esp

onsi

bili

ty

Exce

llent

Know

ledge a

bout

pro

duct

s

& s

erv

ice

Quic

k R

esp

onse

s of cu

stom

er

Inquiry

Cust

om

er

Handlin

g (

Satisf

act

ion a

nd

follo

w u

p o

f co

mpla

int)

Honest

y &

Punct

ualit

y

Ris

ks

and O

pport

unitie

s

Exam Manager

Gra

duate

10 +

years


Assistant Exam Manager

Gra

duate

5 +

years


Supervisor

Gra

duate

3 +

years

A A A B B A A B B A B B B B B B

Senior Exam Assistant

Gra

duate

2 +

years


Exam Assistant

Gra

duate

1 +

years


Junior Exam Assistant

Gra

duate

1 +

years



Quality Manual

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8. Skill Assessment Matrix for Finance


Educa

tional Q

ualif

ication

Experience

in r

ela

ted fie

ld (

Years

)

Com

munic

ation S

kill

s

Leaders

hip

skill

s

ISO

9001:2

015 A

ware

ness

Qualit

y O

bje

ctiv

es

Qualit

y P

olic

y

Com

pute

r Skill

s (S

oft

ware

& M

S O

ffic

e o

r

any o

ther

required b

y t

he r

ela

ted job)

Abili

ty t

o w

ork

in T

eam

Hard

ware

Know

ledge

Netw

ork

ing K

now

ledge

Loca

l &

Fore

ign L

anguage (

Ora

l &

Writt

en)

A.

Job R

esp

onsi

bili

ty

Exce

llent

Know

ledge a

bout

pro

duct

s

& s

erv

ice

Quic

k R

esp

onse

s of cu

stom

er

Inquiry

Cust

om

er

Handlin

g (

Satisf

act

ion a

nd

follo

w u

p o

f co

mpla

int)

Honest

y &

Punct

ualit

y

Ris

ks

and O

pport

unitie

s

Manager

Gra

duate

10 +

years

A A A A A B B B B A A B B B A B

Supervisor

Gra

duate

5 +

years

A A A A A B B B B A A B B B A B

Senior Accountant

Gra

duate

3 +

years

A A A B B A A B B B B B B B A B

Accountant

Gra

duate

2 +

years

A B B B B A B B B B B B B B A B

Junior Accountant

Gra

duate

1 +

years

B C B C C B B C C B B C B B A B


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7.1.3 Infrastructure

The top management of KMD Company Ltd. has determined the need for providing adequate and suitable infrastructure to achieve the conformity to Service requirements and interested parties satisfaction. General Manager is responsible for all operations and controls and to ensure that adequate infrastructure is available for the process requirements.

Infrastructure requirements include:

a) Workspace, building and associated utilities for operation b) Adequate equipment and spare parts c) Work Environment d) Adequate facilities to protect and meet the emergency situations To keep motivated for all personnel, the management has provided or arranged suitable supporting facilities such as regular bonus and allowance, social and welfare allowance, uniforms, communication, transportation and accommodation facilities, discount offer to training courses and purchase of ICT equipment.

Infrastructure required to achieve product conformity such as office equipment, hardware, software, internet lines, workspaces and associated utilities are provided to appropriate functions.

7.1.4 Environment for the operation of processes

The top management and senior management has determined, provided and maintained suitable environment and supporting facilities to achieve conformity of services.

Work environment factors such as social, psychological, physical such as noise, temperature, humidity, lighting or weather under which work is performed is monitor and maintained as per the legal requirements and as appropriate to the operations.

Control of process includes the careful selection and monitoring of trainings, the use of documented procedures and work instruction, continuous monitoring and recording of process parameters.

7.1.5 Monitoring and measuring resources

7.1.5.1 General

The top management and senior management of KMD Company Ltd. has determined and provided the resources needed to ensure valid and reliable results when monitoring or measuring is used to verify the conformity of services to

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requirement. The management established a process for ensuring that the resources provided are:

a) suitable for specific type of monitoring and measurement activities being undertaken;

b) maintained to ensure their continuing fitness for the purpose.

7.1.5.2 Measurement traceability

Where measurement traceability is required or where the results of testing are significant or essential part of providing confidence in the validity of measurement results to quality of services, monitoring and measuring equipment are calibrated or verified or both at specified intervals or as specified by the manufacturer. The personnel responsible shall ensure that calibration is performed according to qualified and approved procedures, and with the frequency specified in control monitoring and measurement equipment plan.

All the calibrated measuring equipment are identified by suitable labels in order to determine its calibration status and be safeguarded and protected from damages.

The records of the results of calibration and verification shall be maintained.

7.1.6 Organizational knowledge

The top management and senior management of KMD Company Ltd. has determined the knowledge necessary for the operation of its processes and to achieve conformity of the services.

Organizational knowledge which is gained by experience, lesson learned from failures and successful deliveries of our Services is maintained and made available to extent necessary. When addressing changing needs and trends, the management will determine considering knowledge and adopt additional knowledge and update.

7.2 Competence

The top management and senior management of KMD Company Ltd. has determined the necessary competence of persons working for and under the control of company that affects its performance and its ability to fulfill its compliance obligations are competent on the basis of appropriate education, training, or experience. Where applicable, necessary actions shall be taken to acquire necessary competence. Evaluation of the effectiveness of these actions taken and documented information is maintained as evidence of achieving the competencies.

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7.3 Awareness

The top management and senior management of KMD Company Ltd has adopted various techniques for awareness to employees such as regular meetings, QMS inductions, management review meetings, notices, emails, sign boards, etc. to ensure that the employees and those who works under the control of organization are aware of QMS Policy, QMS Objectives, their contribution towards effectiveness of QMS including the benefits of improved performance and implication of not conforming with the QMS system requirements.

7.4 Communication

The top management and senior management of KMD Company Ltd. has determined the internal and external communications relevant to QMS, which includes the details of requirements of communication, the situation when communication is required, mode of communication and responsibilities are clearly defined in a documented procedure.

7.4.1 Internal Communication

The top management and senior management of KMD Company Ltd. has established an effective two-way communication system. Communication from employees to management covers the following subjects:

Detection of any nonconformities or abnormality related to QMS Information about new available technologies Information about the requirements to meet the specified Service

requirements

Changes to Quality management system

Communication from management to concerned employees includes the following subjects:

Effectiveness of the QMS system

Information about the legal requirements Diffusion of policies, objectives and targets and QMS program Detection of nonconformities Information about the new available technologies Information about the customer requirements, customer feedback and

product information, enquiries, contracts, or order handling and any amendments in the information

Major organizational changes Consequences of actual or potential of their work activities and the benefits

of improved personnel performances.

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7.4.2 External Communication

External communication includes:

Communication with interested parties related to QMS Obtaining the changes in the legal requirements Making company policy and any QMS reports publicly available.

Responding to communication from any external interested party

7.5 Documented Information

7.5.1 General

The top management and senior management of KMD Company Ltd. has established and maintained the following as part of QMS:

a) Documented information required by QMS. b) Policy, objectives, processes, risks, etc. c) Documented information determined as necessary for the effectiveness of

the QMS such as documented information related to process monitoring, measurement, etc.

7.5.2 Creating and updating

The top management and senior management of KMD Company Ltd. has developed and implemented a procedure for control of documented Information to ensure appropriate:

a) Identification and description such as title, date of revision, author and reference numbers,

b) Format and media. c) Review and approval for suitability.

7.5.3 Control of documented information

The top management and senior management of KMD Company Ltd. has established and implemented a procedure for control of documented Information to ensure documents within QMS will be controlled to ensure it is available and suitable for use where and when it is needed at the right place. Also documented information within our QMS will be adequately protected from any loss of confidentiality, improper use.

Documented Information required by company are reviewed and updated, as and when required. The authority for preparation, review and approval are defined based on the nature and importance of the relevant document.

Distribution, access, retrieval and use of documented information will be controlled. Current and obsolete documents will be properly identified. Proper identifications will be given to all documents to ensure relevant versions of

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documented information are available at point of use to avoid unintended use and remain legible and readily identifiable at point of use.

Documented information of external origin determined by the organization to be necessary for the planning and operation of the Quality management system are identified and their distribution controlled. Documents used less than once per year may be reviewed and updated as necessary, prior to use. Documented Information retained as evidence of conformities are protected from unintended alterations.

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8.0 OPERATION

8.1 Operational planning and control

The top management and senior management of KMD Company Ltd. has developed, implemented and controlled planning processes, operations and controlled the process in the form of procedures needed to meet the requirements for the provision of our services and to implement the actions determined the risks and opportunities by:

a) Determining the requirements for our services within the QMS b) establishing the criteria for the processes and the acceptance of services c) controls over the processes are established with the acceptable criteria d) necessary information are determined and retained as a documented

information by implementing operational formats to have confidence of these processes is being carried out as planned and to demonstrate the conformity of products requirements.

The top management and senior management of company will ensure the output of planning is suitable for the company operations and planned. Changes of plans are reviewed for the consequences of unintended changes taking actions to mitigate any adverse effects as necessary. The company does not outsource any process.

Objective of all these controls is to prevent, correct and monitor the significant risks identified. Documented procedure is established, implemented and maintained for operational control of overall organization and its activities, purchased goods and equipment, services.

8.2 Requirements for products and services

8.2.1 Customer communication

The top management and senior management of KMD Company Ltd. has established a procedure to demonstrate the method of communication customers. Customer communication is practiced in the following modes:

Direct contact by Reception or Marketing for providing information relating to Services

Obtaining customers feedback relating to Services, including complaints, Identify and establish specific requirements for contingency actions when

relevant. The entire above are recorded in the most suitable way.

8.2.2 Determining the requirements for products and services

In an effort to thoroughly identify all customer requirements, the following are considered as the interface with the customer when any job order takes place. The management ensures that:

The requirements of services are clearly defined

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Applicable legal requirements if any are informed Other requirements which are necessary within the scope of contract. Service performance requirements provided by the customer

Customer stated availability requirements. Customer stated support needs. Determination of application related requirements, if not provided by the

customer

Determination of any other relevant requirements considered necessary by organization.

8.2.3 Review of the requirements for products and services

The management and senior management of KMD Company Ltd. reviews all identified customer requirements and other supportive requirements for new business acceptance in –order to check whether requirements are clearly defined ad company has the capability to supply to meet the requirements before committing to supply services.

Post-delivery requirements such as Issue Certificate and noted for providing customer satisfaction even after services are handed over.

Any changes to the requirements differing from previously expressed will be reviewed as earlier and resolved. Records of requirements reviews and follow-on actions are maintained

8.2.4 Changes to requirements for products and services

Modifications or changes to the requirements for Training Plan either proposed by the Training Centre or Students are recorded and properly informed to General Manager and analysis the root cause. All documents kept in case by case.

8.3 Design and development of products and services

The nature of KMD Company Ltd. operations does not include design of any services. Hence this clause of the standard can be excluded.

8.4 Control of externally provided processes, products and services

8.4.1 General

As a control over externally provided processes, the company has established and effectively implemented a purchase procedure to ensure that purchase materials are conform to requirements and are clearly identified and transferred to accounts section for the payment through cash or credit system or generation of purchase orders. Significant waste is avoided by controlling the purchasing process.

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Evaluation of existing suppliers is done by the concerned department heads, on the basis of quality, price and performance (delivery, communication) and environmental and health and safety aspects. Based on this evaluation these suppliers will be graded for further business.

If uncertain circumstances material/ services are purchased from non-approved suppliers, the General Manager is responsible for such purchase defines any specific necessary to ensure that quality is maintained.

8.4.2 Type and extent of control

The top management and senior management of KMD Company Ltd. has established various inspections on purchase products to ensure the supplied products / materials do not adversely affect the company’s ability to consistently.

a) The company ensures externally provided processes remain within our control of QMS

b) Control is defined to apply to an external provider and to intend to apply output.

c) Consideration is given to the potential impact of these services on company’s ability to meet customer and applicable statutory and regulatory requirements and the effectiveness of the controls over external providers.

d) Verification, inspections and necessary activities applied to ensure that these services meet the requirements.

8.4.3 Information for external providers

The purchase order / quotation shall identify the required material / service description clearly so that the external provider can completely understand. Any additional information required by the external provider shall be communicated in the continuing correspondence.

When services are procured from external provider, the purchase order may refer as applicable, to supplier’s quotation to ensure that they completely understand the requirements and prices are agreed.

The purchasing documents clearly and completely describe the following:

Description of materials ordered, quantity, prices and date of supply The product / service requirements in terms specification and compliance to

specific standards as applicable

The packing and delivery requirement as applicable Approval of Products – if any Required qualification of persons performing job if any Interactions and methods and control and monitoring of performance to be

applied by company

Verification or validation activities if any

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8.5 Production and service provision

8.5.1 Control of service provision

Operation controls / procedures are established under controlled condition for the all the Centres activities like

Office process Class Room management process and Training Plan Process Certificate Process

The control of service activities will be assured by:

The availability to necessary procedures and documented information The implementation of monitoring and measurement activities to achieve

planned results

Receipt and release of Services or application of services according to the specific requirements

Setting or amending of QMS Policy, Objectives, and Procedures. Availability and use of suitable infrastructure and environment for the

operation of processes

The necessary actions to avoid any mistakes and errors

8.5.2 Identification and traceability

Purchased materials and products shall be identified with unique product codes, internal contract numbers, and/or names. The contract number identification is the same as, and is cross-referenced with, the designations used in the relevant contract/order documentation. Purchased products shall be identified by marking and/or tagging them on their packaging.

8.5.3 Property belonging to customers or external providers

All Students Data and Certificate kept by specific Identification and location

8.5.4 Preservation

Appropriate methods of preservation of Training materials and Certificates shall be maintained as appropriate, so as to ensure that no damages or deterioration occur whilst under storage.

8.5.5 Post-delivery activities

The management ensures the post-delivery activities such as legal requirements; customer requirements are clearly identified in the contract or order from

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customer and are met. Considerations given to extent of the post-delivery activities are:

a) Applicable statutory and regulatory requirements b) Any undesired consequences associated with the projects c) Warranty and other obligations d) Customer requirements and their feedback.

8.5.6 Control of changes

The top management and senior management of KMD Company Ltd. has established approach to managing all changes made to our Services such as to ensure that no unnecessary changes are made to our Services and process is not disrupted and resources are used efficiently and to ensure continuing conformity with Service requirements. All change to our Service is documented and authorized the General Manager. Documented information describing the results of the review of changes will be retained.

8.6 Release of products and services

The top management and senior management of KMD Company Ltd. has implemented series of checks at the appropriate stages to ensure the customer requirements are met.

As evidence of conformity with the customer requirements and acceptance criteria and traceability to the releasing authority documented information are retained in relevant job files.

8.7 Control of nonconforming outputs

KMD COMPANY LTD has an established procedure for the control of non-conforming products / works; this established procedure shall be implemented for all projects.

KMD COMPANY LTD staffs shall be responsible for the identification of non-conforming services shall report such non-conformances to the respective Managers for the respective disciplines, who shall initiate and follow through the identified non-conformance handling procedure.

All non-conformances shall be documented and recorded per the standing

procedure utilizing KMD COMPANY LTD standard non-conformance document forms.

Non-conforming outputs will be controlled using the procedure control of non- Conformances and corrective action procedure. This procedure will allow for

Identification of nonconforming products and services Correction and reworking

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Information to customer or any interested parties if required Obtaining authorization for accepting nonconformities. Taking action

appropriate to the effects, or potential effects, of the nonconformity when nonconforming services are detected after project sign off.

Discovery of non-conformance after Training is immediately followed by the actions necessary based on the nature of the non-conformance and its effect to minimize its impact and preserve customer satisfaction to the highest level possible under the circumstances. Documented information of the nature of non-conformance and any subsequent actions taken, including concessions retained if any are maintained.

The company has retained documented information describing the details of non- conformances, results of investigation, actions taken, any concessions or approvals taken and authorization of decision authority in respect of the nonconformity.

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9.0 PERFORMANCE EVALUATION 9.1 Monitoring, measurement, analysis and evaluation

9.1.1 General

Quality management system processes and services are monitored and measured when required in accordance with specific plans created for the service. General Manager shall authorize service to customer and documented information will be maintained. General Manager shall decide methods of monitoring (qualitative and quantitative) and measurement with acceptance criteria is maintain for company to ensure valid results. All company functional processes would reflect how departments monitor their own performance and process delivery including support departments as administration, to which the organization objectives are met and to monitor effectiveness of controls. General Manager shall be responsible for taking correction, corrective and when planned results are not achieved including proactive measure of performance that conformance the QMS requirements. Statistics and basic report writing will be used most of the cases for the reporting. Internal audit will also be treated as good tool for monitoring and measurement processes and to evaluate the performance and the effectiveness of the QMS.

Documented information will be retained as appropriate documented information as evidence of the results.

9.1.2 Customer satisfaction

Customer satisfaction is monitored and measured based on customer feedback (good & bad), market survey conducted, Customer complaints lost business analysis, compliments, QMS etc.

All types of customer feedback (good and bad) will be forwarded to who shall register this in a log and the bad will be entered in the customer complaint form.

9.1.3 Analysis and evaluation

The top management and senior management of KMD Company Ltd. has established a various techniques to collecting, analysing and evaluating appropriate data and information arising from monitoring and measurement. The results of analysis are used to evaluate:

Conformity of Services and processes Results of customer satisfaction survey

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Performance and effectiveness of QMS Effective implementation of plans Effectiveness of the actions applied for the identified risks and opportunities

Need for improvement to Quality management system.

9.1.4 Evaluation of compliance

The management of KMD Company Ltd. will identify, obtain, implement and maintain all applicable legal and other relevant requirements related to risk assessment of all activities/processes/services of the company are taken into account in establishing, implementing and maintaining Quality Management System. Identification will be focusing on requirements specific to the company’s activities/products/services, general environmental laws, Labor laws and authorizations, licenses and permits. All these requirements will be logged-in with details in a central point. This will be communicated to persons working under the control of the company and other relevant interested parties using any one or more of the following – trainings, distribution of copies, discussions, posters… etc. Contacts/memberships/agreements…. etc. will be made with the source-organizations in order to be informed on amendments, new requirements… etc. A documented procedure for identifying, obtaining, implementing and maintaining legal and other requirements is established. A documented procedure for identifying and complying with legal and other requirements for the QMS is established and also its requirements are updated periodically.

The relevant legislative requirements are identified, implemented and monitored for conformance to QMS requirements applicable for company activities.

9.2 Internal audit

Internal audits of QMS will be conducted in accordance with Internal Audit Procedure at planned intervals to provide information on where the QMS is conforms to company requirements and international standards.

Frequency of audits of specific areas and or specific requirements will vary with the need defined in the audit plan / programs. As a minimum all the areas will be audited at least once in a year. That variation will be reflected in the required audit plans along with the scope, the methods and assigned auditors.

All the auditors will be trained to meet the basic requirements. The results of audit will be recorded to enable management and others take timely corrections, corrective action and to allow for proper verification of effectiveness. Results of the audit shall be informed to management. Documented information as evidence of the implementation of the audit programs and the results are retained.

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9.3 Management Review

9.3.1 General

In order to assure the continuing suitability, adequacy, effectiveness and alignment with the strategic direction, top management group and senior management will conduct periodic (at least twice in year) reviews of the QMS. Other staffs may be invited to attend this, as required.

It will be the General Manager responsibility to coordinate these reviews. ISO coordinators shall prepare and circulate relevant schedules and agenda of these meeting to all expected participants at least one week ahead.

9.3.2 Management review inputs

The Management review will be planned and carried out taking into consideration the input to management reviews shall include information on:

a) The status of actions from previous management reviews; b) Changes in:

External and internal issues that are relevant to the Quality management system;

The needs and expectations of interested parties, including compliance obligations;

Business risks and opportunities;

c) Information on the performance and effectiveness of the Quality management system, including; trends in:

Customer satisfaction and feedback from relevant interested parties; including complaints

Relevant communication(s) from interested parties, including complaints; The extent to which QMS objectives have been met; Process performance and conformity of products and services;

Nonconformities and corrective actions; Monitoring and measurement results; Audit results; Fulfillment of compliance obligations; The performance of external providers;

d) The adequacy of resources; e) The effectiveness of actions taken to address risks and opportunities f) Opportunities for improvement.

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9.3.3 Management review outputs

The output from management review shall include any decisions and actions related to:

Opportunities for improvement; Any need for changes to the QMS management system;

Resource needs. Actions, if needed, when QMS objectives have not been achieved; Any implications for the strategic direction of the organization.

The management review meeting minutes will include the items discussed on the agenda, action items assigned, elements from inputs, and any miscellaneous items discussed. A copy of the minutes of meeting will be distributed to attendees and any individuals assigned action items by the management. A copy of the meeting minutes will also be retained in the file.

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10.0 IMPROVEMENT

10.1 General

As a part of improvement of company’s performance, to meet customer requirements and to enhance customer satisfaction the management of company determines and selects opportunities for improvement and implements necessary actions which include:

a) Ways and methods for improving products to meet requirements as well as future needs and expectations of customer and other interested parties.

b) Investigating, correcting, preventive or reducing the effects of non-conformances

c) Improve performance and effectiveness of the Quality Management System.

10.2 Nonconformity and corrective action

The top management and senior management of KMD Company Ltd. has established, documented and implemented a procedure for dealing with non conformance. In the event of nonconformity, including any complaints from customer and interested parties, the person notices the nonconformity or receive the complaints must react as applicable to take actions to control, correct and deal with the consequences.

Evaluation of the need for the actions to eliminate the causes of the non-conformities in order that it does not reoccur or occur elsewhere by reviewing and analyzing, determining the causes and determining if similar nonconformities exists or could potentially occur necessary actions will be implemented which are appropriate to the effects of the nonconformities encountered.

Review will be done to determine the effectiveness of any corrective actions taken. If necessary risks and opportunities which were identified during planning will be updated and necessary changes made within Quality Management System.

Documented Information of Nonconformities, subsequent actions and results of corrective actions are retained as evidence.

10.3 Continual Improvement

Continual improvement of Quality Management System’s suitability, adequacy and effectiveness will be achieved through the use of:

Results of analysis and evaluation A required output from management review Needs of opportunities