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Chief Controller of Accounts

DEPARTMENT OF INDUSTRIAL POLICY & PROMOTION


MINISTRY OF COMMERCE & INDUSTRY

QUALITY MANUAL

Document Title
Quality Manual
Based on
ISO 9001: 2008 Quality Management Systems Requirements
Document Number: CCA DIPP: QM: V00

Originator
Designation
Management Representative
Approvals
Designation
Chief Controller of Accounts
Distribution
Designation

Department / Ministry

CCA

CCA

CA

CCA

ACA

CCA

PAO

CCA

PAOs

CCA

DDOs

CCA

Revision History
Revisio
n
V 00

Rev 00

Date
10.03.20
15

Description
Initial release

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Section B Table of Contents


Section C -Quality Policy........................................................................................................5
Quality Policy...........................................................................................................................5
Section D Objectives and Targets....................................................................................6
Section E - Profile:.....................................................................................................................7
Section 1 - Scope & Application..........................................................................................9
1.1 Application........................................................................................................................9
Section 2 - Normative Reference......................................................................................10
Section 3 - Terms Definitions& Abbreviations..............................................................11
Section 4 - Quality Management Systems....................................................................12
4.1 General Requirement..................................................................................................12
4.2.......................................................... Documentation Requirement
13
4.2.1 General.....................................................................................................................13
4.2.2 Quality Manual.......................................................................................................14
4.2.3 Control of Documents..........................................................................................14
4.2.4 Control of Records................................................................................................15
Section 5 - Management Responsibility.........................................................................16
5.1 Management Commitment.......................................................................................16
5.2 Client/Citizen Focus...................................................................................................16
5.3 CCA-DIPP Quality Policy.............................................................................................17
5.4..................................................................................... Planning
17
5.4.1 CCA-DIPP Objectives and Targets.................................................................17
5.4.2 Management System Planning......................................................................17
5.5 Responsibilities, Authority and Communication...............................................18
5.5.1 Responsibility and authority.............................................................................18
5.5.2 Management Representative...........................................................................18
5.5.3 Internal Communication.....................................................................................18
5.6
Management Review.............................................................................................18
5.6.1 General.....................................................................................................................18
5.6.3 Review Output.....................................................................................................19
Section 6 - Resource Management...................................................................................20
Rev 00

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6.1

Provision of Resources............................................................................................20

6.2

Human Resource.......................................................................................................20

6.2.1 General.....................................................................................................................20
6.2.2 Competence, Awareness and Training..........................................................20
6.3
Infrastructure............................................................................................................20
6.4

Work Environment....................................................................................................21

Section 7 - Service Realization...........................................................................................21


7.1

Planning of Service Realization...........................................................................21

7.2 Client-related Processes............................................................................................21


7.2.1 Determination of requirement related to services...................................21
7.2.2 Review of requirements related to the services........................................22
7.2.3 Citizen/Client Communication..........................................................................22
7.3............................................................... Design and Development
22
7.4 Purchasing......................................................................................................................23
7.4.1 Purchasing Process...............................................................................................23
7.4.2 Purchasing Information.......................................................................................23
7.4.3 Verification of purchased product / Service................................................23
7.5 Service provision..........................................................................................................23
7.5.1 Control of service provision...............................................................................23
7.5.2 Validation of processes for production and service provision..............23
7.5.3 Identification and Traceability..........................................................................23
7.5.4 Citizens / Clients Property..................................................................................24
7.5.5 Preservation of product......................................................................................24
7.6 Control of Monitoring and Measuring Equipment............................................24
Section 8 - Measurement, Analysis and Improvement.............................................24
8.1 General.............................................................................................................................24
8.2 Monitoring and measurement.................................................................................24
8.2.1 Clients Satisfaction...............................................................................................24
8.2.2 Internal audit..........................................................................................................25
8.2.3 Monitoring and measurement of processes................................................25
8.2.4 Monitoring and measurement of Services...................................................26
8.3 Control of Nonconforming Service.........................................................................26
8.4 Analysis of Data............................................................................................................26
8.5 Improvement.................................................................................................................26
8.5.1 Continual Improvement......................................................................................26
8.5.2 Corrective action...................................................................................................26
8.5.3 Preventive action..................................................................................................26
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Section C -Quality Policy

Quality Policy
We at the office of Chief Controller of Accounts, Department of
Industrial Policy & Promotion, are a professional accounting
organization and are committed to strengthen governance through
Excellence in Public financial Management
This shall be achieved through systematic compilation of Monthly
Accounts, timely disbursement of payments, effective Internal Audit
and Monitoring.
We shall review effectiveness of management systems for continual
improvement

Date: 10.03.2015
Place: New Delhi

Rev 00

(Shyam S Dubey)
Chief Controller of Accounts

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Section D Objectives and Targets


S
No

Description

Target

Preparation of budget estimates

As per dates
given by
Ministry of
Finance

Expenditure control

As per
approved
Budget
Estimate

Making payments against correct bills

Within 7
working days

Accounting and Consolidation of Monthly


Accounts

By 15th of the
following month

Making payments to Pension beneficiaries

On the day of
retirement

Internal Audit

As per
approved
schedule

Rev 00

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Section E - Profile:
The Secretary of each department is the Chief Accounting Authority for that
Department. He is assisted in discharging his payment, accounting and
inspection functions through the Financial Adviser and the Chief Controller of
Accounts. The accounting organization is common for all the departments
and comprises a Principal Accounts Office, Nine Pay & Accounts Offices and
an Internal Audit Wing. The Chief Controller of Accounts is assisted by one
Controller of Accounts, one Deputy Controller of Accounts, one Assistant
Controller of Accounts and twelve Pay & Accounts Officers stationed at New
Delhi (6), Jaipur (1), Nagpur (1), Mumbai (2), Chennai (1), Kolkata (1)
The PAY & ACCOUNTS OFFICE is the basic unit of departmentalized
accounts organization. Its main functions include:
1. Pre-audit and payment of all bills, including those of loans and grantsin-aid submitted by Non-Cheque Drawing DDOs.
2. Issue of quarterly Letters of Credit to Cheque Drawing DDOs and Postaudit of their
VOUCHERS.
3. Compilation of monthly accounts of receipts and payments.
4. Maintenance of GPF accounts and authorization of retirement benefits.
The Principal Accounts Office consolidates monthly accounts compiled by
its various Pay & Accounts Offices. The Principal Accounts Office also
prepares through the CONTACT package, the monthly accounts to be
rendered timely to the office of Controller General of Accounts by the
prescribed date of 15th of the following month. Principal Accounts Office
further prepares the APPROPRIATION ACCOUNTS and the STATEMENT OF
CENTRAL TRANSACTIONS and the material for the FINANCE ACCOUNT OF THE
UNION GOVERNMENT (CIVIL) for the Department relating to Industry, and
makes payments of loans and grants to State Governments through the
Reserve Bank of India and renders advice on accounting matters to the
Ministry. It also performs all administrative and co-ordination functions for
the Accounting Organization including training function and systems support.
FUNCTIONS
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All Payments pertaining to the Ministry are made through the Pay and
Accounts Offices. There are 135 Drawing and Disbursing Officers under the
Ministry presenting their claims/bills to the accredited Pay & Accounts Officer
who issues cheques after exercising the necessary scrutiny. For operational
convenience 56 DDOs have been authorized cheque drawing powers. The
Cheque Drawing DDOs are authorized to issue cheques basically for salary
and contingencies.
ACCOUNTING PROCESS:
The PAOs are the field units where the accounting process first starts. The
vouchers and the Bank scrolls form the basis for compilation of Accounts.
The Cheque Drawing DDOs send weekly list of payments along with relevant
vouchers to the PAO, which are also included by him in his accounts. Monthly
accounts are prepared and submitted to the Principal Accounts Office. The
Principal Accounts Office consolidates the monthly accounts received from all
the PAOs and renders a consolidated Monthly Account for the entire Ministry
to the Controller General of accounts.
Annual Finance Accounts and Appropriation Accounts are also prepared by
the Principal Accounts Office. Finance Accounts present classified and
consolidated accounts of transactions of the Ministry under the Consolidated
Fund, Contingency Fund and the Public Account. Appropriation Accounts give
grant-wise expenditure against the corresponding provision approved by
Parliament with explanations for variation. Both Finance Accounts and
Appropriation Accounts are submitted to the Controller General of Accounts.
They finally find a place in the Union Governments account prepared by the
Controller General of Accounts and laid before the Parliament along with the
Audit Report of the Comptroller and Auditor General of India.
BANKING ARRANGEMENT:
State Bank of India is the accredited Bank for the five Departments relating
to Industry. The Cheques issued by the P.A.O. are presented to the nominated
branch of the accredited bank for payment. The receipts are also remitted to
the Bank by the DDOs/concerned parties/PAOs. After payment the bank
sends a daily scroll of payments as well as receipts through the Focal Point
Bank to the PAO. The banking arrangements were reviewed and streamlined
a few years earlier under which one PAO deals with only one Focal Point Bank
of the accredited Bank.
INTERNAL AUDIT:
The INTERNAL AUDIT WING carries out audit of accounts of various units of
the Ministry to ensure that rules, regulations and procedures prescribed by
the Government are adhered to by these units in their day-to-day
functioning. It provides valuable information to rectify the procedural
omissions and deficiencies and, thus, acts as an aid to the management. The
periodicity of audit of a unit is regulated by its nature and volume of work.
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Section 1 - Scope & Application


Formulation of Budget estimate for the Ministry, Disbursement of Payments,
Expenditure Control, Authorization of Pensionary and other Retirement
benefits, Accounting and Internal Audit there of pertaining to the Ministry,
attached subordinate offices and various bodies. Compilation of Monthly
Accounts for all the payments made and receipts realized by office of CCA.

1.1 Application

Exclusions

Justification

7.3
Design
Development

and As no design & development is involved in


release of fund to clients
There is no processes in which the result
7.5.2 Validation of
and output cannot be monitored and
Processes
measured.
7.6
Monitoring
There is no Equipments / Tools are being
Measuring
of
used in monitoring the services.
Equipment

Rev 00

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Section 2 - Normative Reference


Quality

Management

Systems

Fundamentals

and

ISO 9000: 2005


vocabulary
ISO 9001: 2008

Quality Management Systems Requirements

ISO 9004: 2009

Managing for the sustained success of an organization A


Quality Management approach

ISO 19011: 2011

Guidelines for auditing management systems

Rev 00

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Section 3 - Terms Definitions& Abbreviations


S.
Abbreviation/
Expansion/ Definition
No.
Terminology
CCA
Chief Controller of Accounts
1
2

CA

Controller of Accounts

ACA

Assistant Controller of Accounts

PAO

Pay and Accounts Office

PAOs

Pay and Accounts Officers

DDOs

Drawing and Disbursing Officer

ACTT

Accountant / Sr. Accountant

DIPP

Department of Industrial Policy & Promotion

DEPARTMENT

Any
of
the
ministries,
departments,
secretariats and offices mentioned in the First
Schedule to the Government of India
(Allocation of Business) Rules, 1961, as
amended from time to time

FILE

A collection of papers on a specific subject


matter, assigned a file number and
consisting of one or more of the following
parts: (a) Notes; (b) Correspondence; (c)
Appendix to Notes; and (d) Appendix to
correspondence.

11

SECTION

The basic work unit within a department,


responsible for attending to items of work
allotted to it. It is generally headed by a
section officer

12

MR

Management representative

13

SOP

Standard Operating Procedure

14

ISO

International Organization for Standardization

15

NC

Non-conformance

16

CA

Corrective Action

17

PA

Preventive Action

10

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Section 4 - Quality Management Systems


This Quality Management System outlines the control exercised towards
Preparation, Approval, Issue and Changes of all documents and control of
records related to the Management Systems of ISO 9001 in CCA-DIPP.
4.1 General Requirement
4.1.1
DIPP CCA has established, documented, implemented,
maintained the Quality Management System and is continually
improving and monitoring to achieve the compliance with ISO 9001:
2008 Quality Management Systems requirements.
4.1.2 Processes determined for implementing and improving the Quality
Management System of DIPP are given in Annexure IV List of
Sops.
4.1.3
The sequence and interaction of all the processes is documented
and defined in the relevant SOPs. The interactions of all the
processes applicable at CCA-DIPP are as per Annex III Process
interaction map.
4.1.4
The criteria and methods needed to control operations and
processes are determined by identifying the inputs, activities and
outputs for each process. Parameters are fixed to control inputs of an
activity to get desired outputs.
4.1.5
The availability of resources & information necessary to support
the effective operation and monitoring of these processes is provided
by General Administration Department.
4.1.6
The processes of the quality management system are measured,
monitored and analysed and appropriate action is taken to ensure
achievement of objectives with emphasis on client satisfaction and
continual improvement.
CCA-DIPP is outsourcing Manpower (Peons).

Rev 00

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4.2

Documentation Requirement

4.2.1 General
Quality Management System documentation at CCA-DIPP includes the
Quality Policy, Quality Manual, Standard operating procedures and other
related documents which CCA-DIPP employees implement to ensure effective
operation and process control. The extent of Management System
documentation is mapped to the suitability of processes in CCA-DIPP and
competence of personnel associated in providing timely services.
Following picture illustrates the documented management system at CCADIPP as per ISO 9001:

Quality Policy

Quality Manual

Standard Operating Procedures

Guidelines

Checklists, Templates and Forms

Rev 00

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4.2.2 Quality Manual


This Quality Manual defines the intentions of CCA-DIPP management and
refers to the standard and related quality assurance formats, CCA-DIPP portal
data, forms, and records. Documents and data are either in the form of hard
copy or electronic media.
4.2.3 Control of Documents
Management System documents, including formats used to create records
are controlled by a procedure on Control of documents- SOP 67: V 00, this
provides guidance and procedures necessary to:
a approve documents for adequacy prior to issue;
b review, update as necessary and re-approve documents;
c maintaining master list of document and identify the current revision
status of documents;
d ensure that relevant versions of applicable documents are available at
point of use;
e ensure that documents
retrievable;
f

remain legible, readily identifiable and

ensure that documents of external origin required by the organization


to be necessary for the planning and operation of the Management
Systems are identified and their distribution is controlled;

g prevent the unintended use of obsolete documents, and to apply


suitable identification to them if they are retained for any purpose;
Changes in Quality Manual are identified through revision numbers.
Substantial changes in Quality Manual are controlled through issue
numbers.
Minor corrections like spelling mistakes, etc. can be carried out without
revision/re-issue.
Procedure for Control of Documents provides the guidance and procedures
necessary for control of internal and external documents.
All Quality Management system documents of CCA-DIPP are not for use or
disclosure outside CCA-DIPP, except under prior written agreement. This is
controlled electronically and any hard copy should be considered as
uncontrolled except stamped as controlled copy.
Rev 00

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Quality Manual refers to Standard Operating Procedures, Formats and


Records. SOPs are made available to all personnel who manage, perform and
verify work-affecting quality, effective implementation and maintenance of
Quality management Systems in CCA-DIPP.
4.2.4 Control of Records
Records required for the Management Systems are controlled and
maintained to provide evidence of conformity to requirements and of
effective operation of Management Systems. All records are maintained to
demonstrate conformity to specified requirements and the effective
operation of the Management Systems and to comply with terms and
conditions developed by Government and other Regulatory bodies, including
documentation that describes:
a results of processes performed, along with identification of individual
performing the activity
b process evaluation for acceptance criteria
c SOPs and other instructions used to perform an activity, including
revision and/or date of document, personnel, material or equipment
qualifications
d The records demonstrate the effectiveness of the services provided
along with continual reviews and improvements.
Procedure for Control of records SOP 68: V:00 provides the guidance and
procedure necessary for the identification, storage, retrieval, protection,
retention time and disposition of records in order to ensure integrity of the
process and confidentiality of information.
All the team members of CCA-DIPP are committed to ensure the global
standards of record control management system.
Records are maintained as per the stipulated period specified by
Government / Contractual / Legal / Other obligations. In other general
cases, records are maintained for a period of 10 years or as specified in
the respective SOP.

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Section 5 - Management Responsibility


5.1 Management Commitment
Secretary with team members of CCA-DIPP are committed to develop and
improve the Quality Management Systems. Management of CCA-DIPP shall
ensure the communication of the importance of meeting Citizens / Clients
expectations as well as legal requirements, by continually improving
processes and services.
Management ensures that its Policies are understood, implemented, and
maintained at all levels of the CCA-DIPP through training, regular
communication including verbal reinforcement.
CCA-DIPP management demonstrates its commitment to the development
and improvement of the Management Systems by regularly establishing and
reviewing Objectives and targets (refer QM: Section-D Objectives and
Targets), conducting management reviews (refer QM: Section 5.6,
Management Review), and ensuring the availability of necessary
resources (refer QM: Section 6, Provision of Resources).
Responsibility and Authorities of personnel are as per Annex II
Responsibilities and Authorities.
5.2

Client/Citizen Focus

Principal Secretary with team members of CCA-DIPP interacts with citizens /


clients regularly to ensure that client requirements are adequately
determined, understood, suitably designed and converted into operational
actions.
The aim of these interactions is to get clarity in understanding client /
citizens requirements and expectations in order to fulfil the agreed
requirements.
5.3 CCA-DIPP Quality Policy
CCA-DIPP Quality Policy is integral to the purpose of Department, and
provides support to the members of CCA-DIPP to accomplish the vision and
mission. This policy is a statement of intention of CCA-DIPP team evolved
through involvement of all the team members.

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In addition, it acts as a compass in providing the direction and a framework


for establishing and reviewing CCA-DIPP objectives and targets.
Management Representative ensures that CCA-DIPP Quality Policy is
communicated and understood at all levels of the organization through
regular communication, and verbal reinforcement.
CCA-DIPP Quality Policy is controlled by its inclusion in CCA-DIPP Quality
Manual and is reviewed in Management Review meeting for continuing
suitability. For CCA-DIPP Quality Policy refer QM: Section C Quality
policy.
5.4
5.4.1

Planning
CCA-DIPP Objectives and Targets

Objectives and Targets are defined in QM: Section D CCA-DIPP


Objectives and Targets. Specific, measurable, attainable, relevant and
time bound targets are defined for each of the objective in order to provide
the direction to the team members. These objectives and targets shall be
reviewed for continual improvement.
At the operational level, metrics are defined in SOPs to achieve Client /
Citizen Satisfaction. CCA-DIPP objectives and targets are reviewed as per
National priorities for achievement and continuing suitability during
management reviews.
5.4.2

Management System Planning

Management System at CCA-DIPP, described in the Quality Manual and its


associated procedures, is part of the overall management system which
implements CCA-DIPP Quality Policy, establish procedures by which CCA-DIPP
meets Client/Citizen Expectations, and Management System requirements.
CCA-DIPP has identified and planned for resources needed to ensure that
objectives are met. The plan includes the identification of processes,
resource needed to ensure its successful implementation, and objectives for
continual improvement. Any changes to system are implemented in a
controlled manner so that integrity of Management System is maintained.

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5.5 Responsibilities, Authority and Communication


5.5.1 Responsibility and authority
Overall Responsibility of providing leadership, direction and improvements in
CCA-DIPP and ensuring maximum client / citizen satisfaction is with Principal
Secretary, CCA-DIPP. The responsibilities and authorities of CCA-DIPP team
are defined in Annex II Responsibilities and Authorities.

5.5.2 Management Representative


Chief Controller of Accounts, DIPP has appointed the Controller of Accounts
as Management Representative (MR) and MRs responsibilities and
authorities are as per Annex II Responsibilities and Authorities.
5.5.3 Internal Communication
Internal communication systems in CCA-DIPP include regular meetings,
orientation and trainings, lectures, video conferences along with circulars,
letters and E- mails.
5.6

Management Review

5.6.1 General
A comprehensive review of the Quality Management System is carried out
once in three months. The review elements include the CCA-DIPP Quality
Policy, Objectives and targets. The agenda for Management Review Meeting
shall be circulated to all the members in order to ensure that the participants
come prepared with their data and information.
Records of management reviews are maintained in (QAF: MR: 03) Minutes of
Meeting (MOM)
The management review committee consists of:
Shyam S Dubey
Satish K Jadhav
Amit G Bhole
Rev 00

CCA
CA
Dy. CA
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O Geethalakshmi Nayar
Ranojit Bala
Other Members

PAO
Management Representative
(MR)
PAOs and DDOs

5.6.2 Review Input


Management review meeting includes a review of current performance and
opportunities for improvements and the agenda for the meeting is;
(a) Action points previous Minutes.
(b)Quality policy and Objectives
(c) Internal / External Audit results
(d)Process Performance and Service Conformity
(e) Resource Requirements
(f) Customer Feedback
(g)Status of corrective/preventive actions
(h)Changes that could affect the Quality Management System and Training
Need Identification
(i) Recommendations for improvement
5.6.3

Review Output

Outputs from management review will include actions required for


improvement of the Management System and its processes, improvement of
service related to Client / Citizen Requirements, and provision of resources.
Results of management review are recorded and records are maintained by
the management representative.
Section 6 - Resource Management
6.1 Provision of Resources
CCA with team members of CCA-DIPP shall ensure resources needed are
provided to implement and maintain the Quality management System in
order to enhance clients / citizens satisfaction. These resources include
financial budgets, human resources, infrastructure and equipment to
implement Quality Management Systems.

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6.2

Human Resource

6.2.1 General
Personnel with requisite competences are provided for implementing
processes in CCA-DIPP. The competences of human resources are developed
to meet the vision, mission, quality policy, objectives and targets.
6.2.2 Competence, Awareness and Training

6.3

Allocation of work as per the competence of the personnel performing


work-affecting quality of services.
Creation of Awareness among all members about the relevance and
importance of their job towards achieving the vision, mission, quality
policy, objectives and targets.
On behalf of CCA, INGAF, JNU and NIMF, Faridabad creates training
calendar and share to all the CCA. Depending upon the requirement of
training CCA shall nominate to employees for the training. Other
training which will not come in the above scope shall be identified
during the day to day meetings and management review meeting and
recorded in training calendar.
Ensuring necessary training is provided and periodically carrying out
training evaluation activities.
All the training records are maintained.
Ensure that new members shall undergo Induction Training.
Training feedback shall be taken from the trainees after each training
and effectiveness of the training shall be checked by the reporting
officer or Head of office.
Infrastructure

Admin section of CCA-DIPP has ensured adequate infrastructure to achieve


the desired results in CCA-DIPP operations. CCA-DIPP is equipped with
computerized
work
stations
and
supporting
utilities
including
communication, storage, and power back-up, video conferencing,
transportation and library.
6.4

Work Environment

Admin section of CCA-DIPP has ensured necessary cleanliness, maintenance


and office atmosphere. The aspects of work environment include physical,
safety, lighting, sound, and temperature.
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Section 7 - Service Realization


7.1

Planning of Service Realization

The planning of service realization at CCA-DIPP includes determination of


the processes in administration and implementation of QMS. CCA-DIPP has
identified and documented processes needed to meet the clients
requirements and to ensure consistency in service levels. Quality
Management System development, planning and implementation process
includes the following;
1. CCA-DIPP Quality Policy, objective and targets for the services
2. The process flow charts are defined in relevant SOPs (Annexure IV
List of SOPs).
3. Required verification, monitoring, measurement, activities specific to
the services are carried out as defined in respective SOPs.
4. Records are identified as a part of the SOPs Control of Records.
CCA-DIPPs approach to process management involves determining the
Client requirements, developing a process capable of meeting these
requirements, ensuring that the inputs to the process are appropriate,
carrying out interrelated and interactive activities, measuring process
performance, evaluating and improving the processes. Metrics for
processes have been established and documented in respective SOPs.
7.2 Client-related Processes
7.2.1 Determination of requirement related to services.
Concerned member of CCA-DIPP team ensures adequate determination of:
a Requirements specified by the client including delivery and Postdelivery of the services.
b Requirements not stated by client but necessary for specified or
intended use, where applicable.
c Legal including statutory and regulatory requirements related to the
services.
d Any additional requirements determined by CCA-DIPP suitable to
enhance the quality of service to its clients.
7.2.2 Review of requirements related to the services

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Review of Requirements related to the Services is carried out by the


members connected to the subject of review. The review team before
making commitments to the clients shall:
a) Ensure the requirements are clearly understood, documented and sorting
out ambiguities (if any).
b) Assess the competencies and resources of CCA-DIPP in order to meet the
service requirements including timeliness and quality of service.
c) Ensure changes to the requirements are suitably examined, documented
and necessary approvals obtained. Relevant documents are amended and
that relevant personnel are made aware of the changed requirements.
The following aspects are considered for review as per requirements:

Legal including statutory and regulatory requirements


Service requirements and schedule
Service requirements differing from those previously expressed
are resolved
Any other specific queries.

7.2.3 Citizen/Client Communication


Concerned members of CCA-DIPP team are responsible for coordinating and
communicating with Citizen/Client through appropriate communication
channels including EMAILS, FAX, telephonic conversations, newsletters,
citizen charter and website.
This includes coordinating with Citizen/Client for:
a Service information
b Client focus including complaints and Grievances.
7.3

Design and Development

Not Applicable

7.4 Purchasing
7.4.1 Purchasing Process
Purchasing process is essentially applicable for all Equipment /
infrastructure. CCA shall ensure prospective suppliers are identified as per
general financial rules of the Government of India and other applicable
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electronically and any hard copy should be considered as uncontrolled except Controlled stamped.

guidelines/instructions. All the tenders or quotations given by the suppliers


are assessed and the purchase is made.
7.4.2 Purchasing Information
Requirements from the users are forwarded to the Admin and purchase
orders are placed on the approved suppliers as appropriate:
a) Clearly defined technical, quantity, quality and delivery requirements
b) Release of purchase orders after review of requirements
c) Any Changes regarding purchase are communicated.
7.4.3 Verification of purchased product / Service
Verification of the purchased product / service is carried out as per
specification mentioned in purchase order for suitability of the product /
service. As required, the installation report or completion reports are
obtained from supplier.
7.5 Service provision
7.5.1 Control of service provision
CCA-DIPP plans and carries out services under controlled conditions. All the
services shall be provided as per relevant SOPs established by CCA-DIPP.
Refer Annex-IV - List of SOPs.
7.5.2 Validation of processes for production and service provision
Not Applicable
7.5.3 Identification and Traceability
Identification and Traceability is maintained from the information receiving
stage to the delivery of the service. Unique File numberings shall be
maintained for easy identification and traceability. All the non-conforming
services which have not met the timelines and targets shall be reviewed
and suitably identified.
7.5.4 Citizens / Clients Property

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electronically and any hard copy should be considered as uncontrolled except Controlled stamped.

All information supplied by citizens (Citizen / Ministries


Departments) is kept confidential where necessary.
Access to the portal is provided with required authentications.

7.5.5 Preservation of product


Preservation of material used in providing the services of CCA-DIPP shall be
ensured which includes identification, storage and handling of files. Files
maintenance shall be ensured as per procedure Control of Records.
7.6 Control of Monitoring and Measuring Equipment
Not Applicable
Section 8 - Measurement, Analysis and Improvement
8.1 General
CCA-DIPP has planned and implemented the monitoring, measurement,
analysis and improvement processes needed;
a to demonstrate conformity of the services provided to the citizen / clients,
b to ensure conformity of the management system, and
c to continually improve the effectiveness of the management system.
This includes determination of applicable methods, including statistical
techniques, and the extent of their use.
8.2 Monitoring and measurement
8.2.1 Clients Satisfaction

Regular interaction takes place with the citizens / clients. Regular reviews
are carried out to understand requirements and needs.
Citizen /Client feedback reports are analyzed and reviewed as appropriate.
Necessary actions are initiated to resolve Citizen/Client grievances through
suitable communication media.

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8.2.2 Internal audit


CCA-DIPP ensures that the systematic auditing of management system is
undertaken at planned interval of once in three
months in order to
continuously assess its state of compliance with Vision, Mission, Quality
Policy, Objectives and targets including policies defined in Quality Manual
and Procedures defined in SOPs.

Internal Audit Plan is prepared annually.

Internal Audits are carried out at least once in three months


covering all areas.
The Audit Schedule is released before the commencement of the
audit.
Areas for internal auditing are allocated to the qualified auditors,
who are independent of the area being audited
The non-conformance or observations are recorded in Internal
Audit Report
Corrective and preventive Action are obtained from the auditee
on after the completion of Internal Audit.
The commitment of the auditee for proposed corrective Action
for the non-conformance observed are obtained.
Completion of the proposed Corrective Action as per the agreed
dates without undue delay
The follow-up audit are done by anyone of the auditors after the
proposed corrective Action completion date.
Ensuring all the non-conformance closure and maintenance of
Audit Records.
Audit status log is maintained

Internal audits are conducted as per QMS Internal Audit Procedure SOP 66:
V 00 Procedure for internal audits
8.2.3 Monitoring and measurement of processes
All the processes are reviewed at least once in a year considering the
process failures and Client feedback / grievances. Where planned results are
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not achieved, corrective and preventive action are taken, as appropriate, to


ensure conformity of service. The process metrics are defined in the specific
procedure for the processes identified. Refer Annex- IV List of SOPs.
8.2.4 Monitoring and measurement of Services
Monitoring and measuring of services shall be done by analysing the metrics
provided in the respective SOPs. . Refer Annex- IV List of SOPs
8.3 Control of Nonconforming Service
All non-conforming Services are analysed and Corrective & Preventive
actions are taken as per
SOP 70: V 00 Procedure for
corrective and preventive action.

8.4 Analysis of Data


The activities / processes requiring the application of Statistical Techniques
for analysis of data of CCA-DIPP is carried out on the following aspects:
a) Satisfaction of clients / citizens
b) Service quality and delivery metrics as per respective SOPs
c) Internal auditing
8.5 Improvement
8.5.1 Continual Improvement
CCA-DIPP continually improves the effectiveness of the Management System
through the use of vision, mission, CCA-DIPP quality policy, objectives,
targets, audit results, analysis of data, corrective and preventive actions and
management reviews.
8.5.2 Corrective action
CCA-DIPP ensures that all the non-conformances are investigated and causes
of NCs are identified. Responsibility for taking Corrective action to eliminate
cause of NC and to check closure of complaints is allocated. It is ensured that
corrective action is taken to commensurate the risk associated with the NCs.
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These activities shall be carried out as per the SOP 70: V 00 Procedure for
corrective and preventive action.
8.5.3 Preventive action
CCA-DIPP identifies the potential causes in order to prevent occurrence of
non-conformities.
The preventive action may include:
Training of concerned personnel
Amendment of documents/procedures/guidelines
Provision of Resources etc.
CCA-DIPP ensures that the preventive action implemented is commensurate
with the risk associated with the Non- conformity. Corrective and Preventive
actions are initiated as per SOP 70: V 00 Procedure for corrective and
preventive action

Annexure I Organization Chart


Annexure II Responsibilities & Authorities (Work Allocation)
Annexure III Process Interaction Map
Annexure IV List of Processes / SOPs

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electronically and any hard copy should be considered as uncontrolled except Controlled stamped.