1. Customer Satisfaction:
The customer quality perception level is measured and analyzed. Indian Construction Company believes the Sales Department provides the best feedback to the plant. Sales coordinators are asked to complete a customer satisfaction survey for random customers.
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It is the quality department’s responsibility to audit the survey by calling the customers and see if the perceptions are in line with the surveys completed by Sales.
2. Internal Audit:
ADVERTISEMENTS:
The Responsibility for organizing and conducting Internal Quality Audits lies with the Engineering Manager (MR). This responsibility shall also be delegated to other suitably trained and qualified personnel.
All Audits shall be carried out by suitable qualified personnel who are independent of the function / department being audited. Audits shall be planned and carried out on a departmental basis as per the Company’s audit schedule.
The results of all Internal Audits shall be documented as per the Internal Quality Audit Procedure and any identified and agreed non-conformances shall be auctioned, in accordance with the procedure for Non-conformances, between the Internal Auditor and the head of the Department being audited.
The Engineering Manager (MR) shall hold records of all internal Audits and these shall be referenced in the Audit Log, he shall also be responsible for ensuring that follow-up audits are performed to verify and record the implementation and effectiveness of Corrective Actions.
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All Internal Auditors shall be suitably trained and experienced to perform the^ audit and the Engineering Manager (MR) shall maintain copies of training records for all Company personnel qualified for the purpose of performing these audits.
The results of Internal Quality Audits shall be reviewed at the Company Management Review meetings. When a client expresses a wish to carry out an audit of the Company facilities the Engineering Manager (MR) shall be responsible for organization and liaison. Company exclusive ICC assistant program and all quality issues found are recorded.
3. Monitoring and Measurement of Processes:
Indian Construction Company’s activities related to process monitoring are implemented through monthly ICC analysis review. This includes activity trends by department, warranty analysis, corrective actions and Customer complaints.
Measurement and monitoring of supplier processes is conducted through the analysis of data by the application of Management Review.
ADVERTISEMENTS:
Analysis is accomplished through application of numerous statistical and analytical tools including, but not limited to, bar charts, trend analysis, pare to analysis, and Failure Mode and Effects Analysis (FMEA). These tools are used to accomplish the following:
(i) To demonstrate conformity of the product,
(ii) To ensure the conformity of the quality system,
(iii) To continually improve the effectiveness of the quality system
Data gathered through analysis is shared in periodic review by the members of management and will be included in Management Review as specified in ICC-QMP-01.
4. Monitoring and Measurement of Product:
The product measurement and monitoring activities are conducted to ensure that product characteristics are maintained. These activities are performed in accordance with:
ICC-QMP-04: Design Verification and Testing
ICC-QMP-10: Inspection and Testing
ICC-QMP-12: Control of Inspection, Measurement and Test Equipments
5. Non-Conforming Product:
Indian Construction Company system for handling a non-conformance is to ensure that satisfactory control, identification, documentation, evaluation, segregation and disposition of nonconforming product is fully documented.
The QA/QC Engineer is responsible for the assessment, verification, and follow-up and close-out of all non-conformance Reports.
The Manager of the relevant department is responsible for the evaluation of a non-conformance, preparing the corrective action recommendation and implementation of corrective action.
All non-conformances are reported to the department of origin for evaluation purposes. The non-conforming products and documents shall be identified and marked and if necessary segregated from other products and documents. The origin or cause of a non-conformance shall also be identified.
In case of a non-conformance, the responsible Quality Representative shall complete a Non- Conformance Report (NCR) including the proposal for corrective action, a copy shall be submitted to the Project Manager and a copy shall be sent to the QA/QC Engineer for review.
External NCRs shall be distributed by the Project Manager to relevant Engineers, and in all cases a copy to the Quality QC/QC Engineer for review.
Non-conformance shall be reviewed in accordance with documented procedures and may be subject to:
(i) Re-work to meet the specified requirements
(ii) Accepted with or without repair by concession
(iii) Re-graded for alternative applications
(iv) Reject or scrapped
Any re-worked or repaired product shall be re-inspected in accordance with Company procedures.
Records shall be maintained of all NCR-reports by the relevant departments and the QA/QC Engineer.
6. Analysis of Data:
Indian Construction Company has been on the leading edge of technology by implementing an intranet system that links all personnel from locations around the country to financial, quality activity, available inventory, customer contacts, and technical information.
All areas of the business are analyzed including financial, operations, sales, marketing, production and distribution. An annual meeting provides a launching platform for all departments and divisions to present a review of the past and a plan for the future.
ICC Assistant is a tool used to analyze quality and continuous improvements is used as a tool for analyzing inventory, sales and shipments.
7. Continual Improvement:
Continual improvement is not a discrete process or element of the Quality Management System, but rather a means of managing the system.
The Quality Management System has all of the necessarily elements of establishing the policy and objectives for quality, for implementing operational controls to achieve the objectives, and for measuring the results.
The basic methodology is that if the results fail to meet the objectives, it is the fault of the process.
Therefore, the process must be improved so that it becomes more effective in reaching the objectives.
When the objectives are achieved, new objectives are set and the Quality Management System is improved to meet the new challenges.
Identification of continual improvement needs is determined by analyzing customer satisfaction information, product and process conformance data, supplier performance data, internal audit results, and other data and information relevant to quality performance.
Management review considers all relevant information and defines priorities for improving the quality system.
The corrective action and/or auditing processes are used to formally identify, respond to, and verify acceptability of actions; and to then track the corrective action requests or internal audit findings.
8. Corrective Action:
Indian Construction Company has documented procedures to cover Corrective Action. Analysis of non-conformance shall result in an agreed course of corrective action where necessary. Agreed corrective actions shall serve to resolve the non-conformance of specific documents or products.
The origin or cause of non-conformance shall also be identified and eliminated by means of changing existing procedures or introducing new ones as necessary.
The Project Manager shall ensure that all necessary Corrective Action Requests are completed.
Once identified, recorded and distributed in the form of a Non-conformance Report the nonconformance shall be analyzed under the supervision of the QA/QC Engineer in order to identify the cause and determine a suitable course of corrective action. He shall liaise with all departments involved and ensure that agreement is reached on corrective action required.
The following actions shall be followed as means of follow-up to a non-conformance:
(i) Investigating the cause of non-confirming product and the corrective action to prevent occurrence.
(ii) Analyzing all processes, work operations, concessions, quality records, service reports and customer complaints to detect and eliminate potential causes of non-conforming product.
(iii) Initiating preventative actions to deal with identified potential problems to a level corresponding to the severity.
(iv) Applying controls to ensure that corrective actions or preventive action are taken and that they are effective.
(v) Implementing and recording changes in Quality System procedures and work instruction resulting from corrective action.
The QA/QC Engineer shall maintain all non-conformance reports, file and monitor corrective actions to ensure that they are completed and “closed-out” formally i.e. signed as accepted by the QA/QC Engineer.
9. Preventive Action:
Preventive action is defined as an action taken based on the observance of a systemic condition or the result of a corrective action where further action is deemed necessary to curtail the same or similar occurrences within other processes or realization activities.
Implementation of preventive action measures is as defined in ICC-QMP-14. The preventive action initiated is to be appropriate to the potential impact of the problem.
Similar to the corrective action process, the process employed identifies potential Quality Issues and their cause(s), determines and ensures implementation, and records and reviews preventive actions taken.