Академический Документы
Профессиональный Документы
Культура Документы
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
SERVICE REALIZATION
Chapter No.: 7
Page No.: 1 of 3
Approved By
Managing Director
Page Rev. No. : Nil
th
I.
II.
POLICY
1.
1.1 Major services provided by RITES through its various SBUs are as given
under Chapter 2, which shall be further, elaborated at SBU level through
suitable documentation. Processes needed for realization of these shall be
planned at SBU level in keeping with business requirements. Corporate /
Support processes shall be planned to provide services / discharge functions
in compatibility with other business processes.
A Process Flow chart for RITES as an organization is depicted at AnnexureA. Process Flow charts related to SBUs shall be documented at SBU level.
The flow charts shall provide the overall planning for realisation of various
services showing also the interfaces with other major processes within or
outside RITES.
1.2 In planning service realisation, for any existing / new area of service, new
project following issues shall be determined as appropriate:
-
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
SERVICE REALIZATION
Chapter No.: 7
Page No.: 2 of 3
Approved By
Managing Director
Page Rev. No. : Nil
th
b.
c.
e.
Purchasing including
-
d.
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
SERVICE REALIZATION
Chapter No.: 7
Page No.: 3 of 3
Approved By
Managing Director
Page Rev. No. : Nil
th
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
CUSTOMER RELATED
PROCESSES
Page No.: 1 of 6
Approved By
Managing Director
Page Rev. No. : Nil
th
I.
II.
POLICY:
1.
This Policy shall be implemented by all SBU Heads through their project
co-ordinators, activity heads responsible for business development and
execution. At Corporate level, it shall be implemented by Head, M&CS.
2.
Business Development:
2.1
2.2
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
CUSTOMER RELATED
PROCESSES
Page No.: 2 of 6
Approved By
Managing Director
Page Rev. No. : Nil
th
2.3
2.4
3.
4.1
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
CUSTOMER RELATED
PROCESSES
Page No.: 3 of 6
Approved By
Managing Director
Page Rev. No. : Nil
th
a)
b)
c)
In order to match the requirements of the project, RITES has opted the
approach of a flexible organisation. Technical and managerial capabilities
required for the project shall be given due consideration and planned. As
needed the expertise, resources needed may be planned to be provided
from various sources such as:
4.3
Amendments:
The amendment to any proposal/offer or agreement shall be reviewed in
the same manner as the original order/contract.
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
CUSTOMER RELATED
PROCESSES
Page No.: 4 of 6
Approved By
Managing Director
Page Rev. No. : Nil
th
5.
6.
7.
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
CUSTOMER RELATED
PROCESSES
Page No.: 5 of 6
Approved By
Managing Director
Page Rev. No. : Nil
th
8.
9.
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
CUSTOMER RELATED
PROCESSES
Page No.: 6 of 6
Approved By
Managing Director
Page Rev. No. : Nil
th
III.
REFERENCES:
SBU level contract review / marketing related procedures.
F & A Procedure for preparation of project estimates (Procedure order
No.3/2k dt. 26.12.2000, issued by COA)
Schedule of Powers (SOP)
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
Page No.: 1 of 4
Approved By
Managing Director
Page Rev. No. : Nil
th
I.
II.
POLICY:
1.
2.
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
Page No.: 2 of 4
Approved By
Managing Director
Page Rev. No. : Nil
th
4.
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
Page No.: 3 of 4
Approved By
Managing Director
Page Rev. No. : Nil
th
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
Page No.: 4 of 4
Approved By
Managing Director
Page Rev. No. : Nil
th
7.
8.
III.
REFERENCES:
i)
QUALITY MANUAL
DOC :
RITES-QM-01
ISO 9001:2008
Issue No. 03
PURCHASING
Page No. 1 of 5
Approved By
Managing Director
Page Rev. No. : Nil
th
I.
II.
POLICY:
1.
b)
c)
Selection and Appointment of works contractors for projects Concerned project co-ordinator through SBU Heads with approvals
as per SOP
d)
QUALITY MANUAL
DOC :
RITES-QM-01
ISO 9001:2008
Issue No. 03
PURCHASING
Page No. 2 of 5
Approved By
Managing Director
Page Rev. No. : Nil
th
e)
2.
Purchase of Office Machinery, equipment, furniture, stationary etc. Concerned unit Head with approvals as per SOP directly or through
nominated agency.
Single Tender
Limited Tenders
Open Tenders
QUALITY MANUAL
DOC :
RITES-QM-01
ISO 9001:2008
Issue No. 03
PURCHASING
Page No. 3 of 5
Approved By
Managing Director
Page Rev. No. : Nil
th
2.3
2.4
QUALITY MANUAL
DOC :
RITES-QM-01
ISO 9001:2008
Issue No. 03
PURCHASING
Page No. 4 of 5
Approved By
Managing Director
Page Rev. No. : Nil
th
2.5
3.
4.
QUALITY MANUAL
DOC :
RITES-QM-01
ISO 9001:2008
Issue No. 03
PURCHASING
Page No. 5 of 5
Approved By
Managing Director
Page Rev. No. : Nil
th
5.
Construction Projects:
Detailed Guidelines for tendering for Construction Projects have been laid
down in Guidelines on Construction Project Management.
The
Guidelines cover all necessary steps including preparation of estimates,
preparation of tender documents and its publicity, standard forms for
tendering, sale of tender documents, receipt, opening and acceptance of
tenders, requirement of earnest money, performance guarantee and
security deposit, essential features of agreements /contracts, payment to
contractors, preparation, examination and verification of bills for passing,
etc. The Guidelines also includes various mandatory tests, inspections
and test procedure, frequency of testing, etc. thereof to be carried out on
raw materials received for construction projects as well as at various
stages during construction.
III.
REFERENCES:
Schedule of Powers
SBU level procedures on purchasing
Guidelines on Construction Project Management February 2009
General conditions of contract for works 2008
Guidelines of calling and accepting quotations instead of tenders
(Annexure 6.1 of Guidelines on Construction Project Management).
Procedure for calling and acceptance of single tender (Annexure 6.2 of
Guidelines on Construction Project Management).
Tender and Contract Document August 2009.
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
CONTROL OF PROJECT /
SERVICE EXECUTION
Page No.: 1 of 4
Approved By
Managing Director
Page Rev. No. : Nil
th
I.
II.
POLICY:
All SBU Heads / unit heads shall ensure that projects / services under
them are planned and carried out under controlled conditions.
2.1
c)
d)
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
CONTROL OF PROJECT /
SERVICE EXECUTION
Page No.: 2 of 4
Approved By
Managing Director
Page Rev. No. : Nil
th
2.2
2.3
b)
c)
d)
e)
f)
above,
through
appropriate
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
CONTROL OF PROJECT /
SERVICE EXECUTION
Page No.: 3 of 4
Approved By
Managing Director
Page Rev. No. : Nil
th
2.4
g)
h)
i)
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
CONTROL OF PROJECT /
SERVICE EXECUTION
Page No.: 4 of 4
Approved By
Managing Director
Page Rev. No. : Nil
th
III.
REFERENCES:
SBU level procedures on Process Control, Project, Service Execution.
Operational Procedures related to Personnel Group.
Operational Procedures related to Finance & Accounts Group.
Operational Procedures related to Administration Group.
Operational Procedure related to Marketing & Client Services Group.
Procedure for Performance Review.
Schedule of Powers
Guidelines for Construction Project Management.
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
VALIDATION OF
PROCESSES
Page No.: 1 of 2
Approved By
Managing Director
Page Rev. No. : Nil
th
I.
II.
POLICY:
2.
All such processes, required for execution of any project or service, which
can not be verified by subsequent monitoring or measurement and as a
consequence, deficiencies will become apparent only after resulting
product / structure / service / document comes in use, shall be identified.
All such processes shall be validated. Validation shall demonstrate the
ability of these processes to achieve desired result even without
subsequent verification activities, by maintaining defined process controls.
As applicable, following shall be ensured for these processes:
a) Review and approval / validation of the process based on defined
criteria for the same
b) Approval of equipment and qualification of personnel to carry out the
process
c) Controlled operation of the process under defined control and
establishment of specific methods / work instructions for execution of
the process
d) Records of maintenance of defined controls
e) Revalidation of the process at defined frequency
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
VALIDATION OF
PROCESSES
Page No.: 2 of 2
Approved By
Managing Director
Page Rev. No. : Nil
th
3.
III.
REFERENCES:
SBU level procedures on Process Control, Project / Service Execution.
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No. 03
IDENTIFICATION &
TRACEABILITY
Page No.: 1 of 3
Approved By
Managing Director
Page Rev. No. : Nil
th
I.
II.
POLICY:
This policy shall be implemented by all SBU Heads through Project Coordinators / activity heads under them.
2.
2.1
The requirements for identification & traceability and status during service
/ project execution shall be identified based on contract review and service
/ project requirements.
2.2
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No. 03
IDENTIFICATION &
TRACEABILITY
Page No.: 2 of 3
Approved By
Managing Director
Page Rev. No. : Nil
th
2.3
2.4
2.5
2.6
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No. 03
IDENTIFICATION &
TRACEABILITY
Page No.: 3 of 3
Approved By
Managing Director
Page Rev. No. : Nil
th
2.7
III.
REFERENCES:
i)
ii)
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
CUSTOMER PROPERTY
Page No.: 1 of 2
Approved By
Managing Director
Page Rev. No. : Nil
th
I.
II.
POLICY:
1.
2.
2.1
It shall be ensured that all customer property items which are directly
responsible for / related to the quality of service are controlled with respect
to the following:
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
CUSTOMER PROPERTY
Page No.: 2 of 2
Approved By
Managing Director
Page Rev. No. : Nil
th
a)
b)
c)
Any such item which does not meet the specifications, suitability /
adequacy / quantity requirements as needed are brought to the
notice of the customer and necessary records are maintained.
Mechanism for further disposal / use of any such item is decided.
d)
e)
f)
2.2
III.
REFERENCES:
i)
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
PRESERVATION OF
PRODUCT
Page No.: 1 of 3
Approved By
Managing Director
Page Rev. No. : Nil
th
II.
POLICY:
1.
2.
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
PRESERVATION OF
PRODUCT
Page No.: 2 of 3
Approved By
Managing Director
Page Rev. No. : Nil
th
2.1
Identification:
All materials, products, equipment, machinery, components, documents
etc. needed to be handled / considered during the execution of any project
/ service shall be maintained well identified & accounted ensuring their
correct utilization.
2.2
Handling:
It shall ensured that adequate means & methods are used and provided
for safe and secured handling of products / materials etc. so that no
damage / deterioration to the same or to works takes place, safety in
operations is maintained. As needed, project specific guidelines, work
instruction or other documents shall be documented, suitable material
handling equipment shall be provided and competent personnel deployed
to use the same. Adequate supervision / monitoring shall be carried out
during execution of Projects, activities of RITES to ensure proper
handling.
2.3
Storage:
Appropriate maintenance of stores, whether the stores are maintained by
RITES or by appointed contractors, shall be ensured through supervision /
monitoring activities. Materials / products at various stages shall be
provided suitably safe, secured storage so that no damage / deterioration
to quality takes place, safe custody and accountals are maintained.
Verification of quantities, quality on receipt shall be ensured. Material
storage with appropriate storage conditions shall be ensured. Material
receipt, issue activities shall be controlled and records maintained, as
necessary.
Identification, traceability during storage as per the
requirements shall be maintained.
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
PRESERVATION OF
PRODUCT
Page No.: 3 of 3
Approved By
Managing Director
Page Rev. No. : Nil
th
2.4
Packaging:
Any requirements for Packaging, Markings etc. required e.g. in case of
export of materials etc shall be identified and implemented to fully meet
contractual / internally identified requirements. Supervision / monitoring
activity shall ensure effective fulfillment of requirements.
2.5
Protection:
Protection of materials, products shall be carried out on need basis to
maintain them against deterioration. The need for protection and the
extent shall be identified during project planning stage and work
instruction / guidelines shall be developed as per the specific requirements
for compliance by RITES personnel / contractors. Monitoring, supervision
activities shall ensure compliance to laid down requirements. It shall be
ensured that work in progress at various stages is protected / maintained
with adequate care during in-process stages so that quality is maintained.
2.6
III.
REFERENCES:
SBU level relevant procedures on Preservation and related aspects.
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
CONTROL OF
MONITORING &
MEASURING EQUIPMENT
Page No.: 1 of 3
Approved By
Managing Director
Page Rev. No. : Nil
I.
II.
POLICY:
1.
2.
2.1
owned by RITES.
owned by suppliers / service providers such as instruments in site
laboratory maintained by contractor.
made available by the client.
hired.
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
CONTROL OF
MONITORING &
MEASURING EQUIPMENT
Page No.: 2 of 3
Approved By
Managing Director
Page Rev. No. : Nil
2.2
b)
c)
d)
e)
QUALITY MANUAL
DOC: RITES-QM-01
ISO 9001:2008
Issue No.: 03
CONTROL OF
MONITORING &
MEASURING EQUIPMENT
Page No.: 3 of 3
Approved By
Managing Director
Page Rev. No. : Nil
f)
g)
h)
i)
j)
2.3
Wherever services of outside labs are taken for tests / evaluations, such
labs shall be evaluated ensuring control and calibration of instruments &
validity of measurements.
III.
REFERENCES:
SBU level relevant procedures on Control of monitoring and measuring
devices / inspection, measuring & test equipment.